Frequently Asked Questions

For customers

Is PeloServe free to use?

Yes. It’s free to request a quote through PeloServe. You pay only the business you choose to hire, directly, in accordance with the terms you agree with that business.

How quickly will a business respond?

Response times vary. Once you submit a request, it becomes visible to local businesses that may claim it and contact you. How quickly you hear back depends on the business and the type of work.

Do I need to create an account?

Yes. You need a free PeloServe account to submit a quote request and message businesses. Your account lets you keep track of your requests in one place.

Do I have to accept a quote?

No. You can decline any quote or submit a request without going ahead with any work.

Why does a business’s profile say “Private”?

Some businesses choose to keep their full profile—including their address, contact details, services and reviews—private. Their public listing shows only their name, town and logo. Once a business has carried out work for you, its full profile becomes visible to your account. You can still request a quote from a private business before then.

Why can’t I see a service’s price?

Businesses choose whether to show prices publicly. Some prefer to provide a quote based on the details of each job. Submit a quote request to ask the business for pricing.

How do I report a problem with a business or a review?

Use the “Report” link on the relevant business profile, post or review, and tell us what the problem is. Our team will review your report and take action where appropriate. You can also email support@peloserve.co.uk.

How do I delete my account?

Sign in to your account on peloserve.co.uk and select “Delete Account”. You’ll be signed out and your account closed immediately. Deleting your PeloServe account does not cancel any payment obligation you have agreed with a business. We retain your data for 30 days in case you ask us to restore your account, then anonymise or delete it as described in our Privacy Policy.

Is there a contract?

You don’t have to commit to a long-term subscription. Subscriptions are billed monthly or annually and renew automatically. You can cancel at any time in your billing settings, and you’ll keep access until the end of the period you’ve paid for. Fees for the current period are not refunded, except where required by law or stated otherwise at checkout.

For businesses

How does the “Request a Quote” pool work?

Customer requests appear in an open pool visible to all subscribing businesses. Any business can claim an open request. Once claimed, it’s removed from the pool and is no longer available to other businesses.

What does a PeloServe subscription include?

Depending on your plan, PeloServe includes scheduling, staff management, invoicing and payment features. Marketplace features include a business profile and access to customer leads. See Pricing for plan details.

Can I control what’s public on my PeloServe profile?

Yes. In your Business Profile settings, you can set your profile to Public or Private and separately choose whether to display your service prices. Your business name, town and logo appear in directory search either way. Other profile information is displayed according to your visibility settings.

What are SMS credits?

SMS credits pay for text messages you send to your customers through PeloServe, such as visit reminders and payment notices. Your plan may include free credits each month, and you can buy additional credits in your dashboard or the app. If your balance runs out, messages won’t be sent until you add more credits. Purchased credits are non-refundable except where required by law. [Add the correct expiry rule for purchased credits and confirm whether unused monthly free credits carry over, in line with your Business Terms.]

Can I block or report a customer?

Yes. In a lead conversation, you can report a customer or block them from messaging you. Our moderation team reviews reports and may hide content or suspend accounts.

What happens if I delete my account?

You’ll be signed out and your account closed immediately. Your subscription stops renewing, and no further subscription payments are taken. The period you’ve already paid for is not refunded. We retain your data for 30 days in case you ask us to restore your account, then anonymise or delete it as described in our Privacy Policy. We retain financial records where required by law.

What if my account is suspended or my content is removed?

We’ll email you with the reason and explain how to contact our support team at support@peloserve.co.uk.