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RegisterFAQ
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Q.
Is the app free?
- Yes, the app is completely free for you to use.
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Q.
I need a new boiler, can Plumb Now help?
- Yes we can, if you select the service Boiler Installation Survey from the Boiler & Heating category on your app, an available Service Provider will be able to quote you after a survey visit. After inspection he/she will be able to advise on the most suitable boiler for your premises and the installation cost.
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Q.
If my card payment fails when paying for service?
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Before Booking
Then please use another debit/credit card to pay for the service. If you still have issues then please contact your card bank provider.
End of Job
The Service Provider will have two attempts to submit your payment from the card you provided.
If you have a card payment issue with your bank at the job completion stage, then please settle your bill with your Service Provider by paying cash once instructed to do so. If you do not have any cash, then you can politely ask and attempt to pay via the Service Provider's own card reader to settle the bill.
If all else fails, the Plumb Now Accounts Team can issue you an invoice online with payment link once instructed by your Service Provider following the completed job.
If you still have payment issues then please contact your card bank provider.
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Before Booking
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Q.
Where can I download the app?
- You can download the Plumb Now App through the Play or App store on your smartphone or tablet device.
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Why has an additional price been added to my bill at the end of the job?
- This could be the cost of a new material which were required to complete the job repair, installation or any other miscellaneous charge. Your Service Provider will always discuss with you beforehand if any additional materials are required and you have the option to approve or reject on the app before confirming the total bill.
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Q.
If I am having issues with the app, what should I do?
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Please contact our live help team (Mon-Fri 9am-5pm) directly through the app by selecting ‘Help’ from your app’s menu.
For all other enquiries you can email our support team at support@plumbnow.app .
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Please contact our live help team (Mon-Fri 9am-5pm) directly through the app by selecting ‘Help’ from your app’s menu.
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Q.
I need to change my address to a specific location, how do I change it?
- Sure you can set this either at the top of your home screen on the app, or set the service location during your booking details checkout screen by selecting ‘Change Location’.
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Q.
When does the money get deducted for card payments?
- As soon as the job is completed by the Service Provider and confirmed completed on your app, your card will be debited and a payment receipt will be sent by email.
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Q.
Is the Mobile App secure?
- Yes! All critical information is encrypted in every transaction run through the Apps and the Mobile Web App, and no personal information is stored on your mobile device. However, mobile devices do offer you the ability to store your login information for apps installed on the device. If you choose to store your login information, any person who has access to your mobile device can access your account.
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How do I make a complaint about a Service Provider?
- Please contact us at support@plumbnow.app and include the name of Service Provider, job reference, date and the issue/complaint. We will carry out an investigation and necessary steps.
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Are all Service Provider rates (prices) different from one another?
- Yes, you will discover the rates for each service provider is different unless one or more represent the same company.
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Are the service providers on the app professionally qualified?
- Yes we run a strict vetting process. Upon registration we demand the appropriate various criteria involving qualification, certificate, I.D. etc. of the individual or company.
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Q.
Can I use my Apple iPad to make a booking?
- Yes any tablet is able to use the app providing you have a wireless or 4G/5G connection.
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Can I chat to a live support representative?
- Absolutely, just contact us by clicking Help on the app’s menu or visit our website and click the chat box in the bottom right of your browser window.
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Q.
How can I book services?
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You can book provider services with the Plumb Now app or through our website.
View our quick 10 step guide here: https://online.fliphtml5.com/ucuiv/vvot/
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You can book provider services with the Plumb Now app or through our website.
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Q.
How can I sign up?
- Signing up is simple and easy. Simply download the app and follow the steps to register. All you need is an email address and phone number. You will be notified by email confirmation upon registration.
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Q.
I can’t login to my account/it displays password is wrong. What’s happening?
- If the system is displaying your email or username is incorrect there’s a chance that it may have been mistyped when you originally set up the account. If that’s the case, simply click on ‘forget your password’. If you are still experiencing issues, please contact our support team for a password reset at support@plumbnow.app .
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Q.
What hardware do I need to use the app?
- You will need any Android, Apple phone device or tablet with the latest operating system to open and use the app. If you do not have any device to hand you can still login to the service with a PC or laptop with modern web browser access at www.plumbnow.net.
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Q.
What kind of notifications do I receive on the app?
- You receive the relevant push notifications on the app for any on-demand requests and some in the form of email regarding any bookings such as a job confirmation or receipt. SMS alerts will only be sent for scheduled requests and OTP requests upon registration.
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Will my visitor and registration data including telephone number be kept private?
- Yes your personal data will be kept private on our secure database. We can remove your data at any time on by request. Please note:- No Service Provider has access to your telephone number as we use phone number masking when calls are made via the app. We ensure the privacy of any caller.
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Q.
How do I remove myself from PG’s emails/mailings?
- Please contact us at support@plumbnow.app and ask to be removed.
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Q.
How current is the account information I see in the App?
- The information you see in the App is shown in real-time, so it's always accurate. However, if you keep your Mobile open for an extended period of time, you should refresh the page by selecting a new option in order to ensure the information is still current.
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Q.
If I have a dispute with my Service Provider?
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For all disputes or queries in relation to a completed or on-going job, then please discuss directly with your Service Provider who carried out your work. Plumb Now are not responsible for any disputes and purely act as a marketplace platform connecting you the Customer with the Service Provider. However if you do require any advice or assistance with the matter, then please contact our support team at support@plumbnow.app and we will endeavour to provide as much support where as possible.
If you ever wish to make a complaint about a Service Provider then please email us listing the booking reference, time, name of service provider and description of the issue.
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For all disputes or queries in relation to a completed or on-going job, then please discuss directly with your Service Provider who carried out your work. Plumb Now are not responsible for any disputes and purely act as a marketplace platform connecting you the Customer with the Service Provider. However if you do require any advice or assistance with the matter, then please contact our support team at support@plumbnow.app and we will endeavour to provide as much support where as possible.
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Q.
If a Service Provider rejects a job request, why am I not auto-assigned a new one?
- The reason is because each Service Provider has different rates for any type of services. For example we would never auto assign you to a Service Provider with a higher rate without your permission. We always advise you the potential customer to search and choose another Service provider for your preference.
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Q.
How do I use live tracking to find out where my service provider is currently located?
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Use the Live Tracking feature to view the live location of the service provider you requested. The app will show you their distance and estimated time of arrival to your location. On the map you will be able to view the route of your provider.
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Use the Live Tracking feature to view the live location of the service provider you requested. The app will show you their distance and estimated time of arrival to your location. On the map you will be able to view the route of your provider.
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Q.
What happens if I require a service report or breakdown of costs?
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Service Providers are solely responsible for issuing any type of service report or certificate to the customer. Plumb Now serves as a marketplace platform connecting the customer with a local service provider. We only email a payment receipt after job completion.
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