The Fettld Promise

At a glance

We can pay up to

£1,000 per job

Claim within

90 days of the job finishing

First reply

within 1 working day

Deposit released

when you approve, or 7 days after the trade marks the stage done

1. Deposit protection

You pay each stage of the job to Fettld, not the trade. The money stays in the deposit until you approve that stage in the app. If you don’t approve it or report a problem, it’s released automatically 7 days after the trade marks the stage done, so check the work promptly.

If a trade never starts the work or walks away part way through, any deposit money not yet released comes back to you in full.

2. Workmanship promise

If work you booked and paid for through Fettld is poor or unfinished, and the trade won’t put it right, we’ll help sort it out. If that doesn’t work, we can pay up to £1,000 per job, and never more than you paid through Fettld for that job.

• Claim within 90 days of the job finishing. That’s the date the last stage payment was released to the trade, or the date the booking was cancelled if the job ended early.
• Every claim needs photos of the problem.
• We review each claim and decide the outcome fairly, using the evidence from you and the trade.

3. Dispute help

If you and the trade disagree, a named member of our UK team reviews the evidence from both sides: the agreed quote, messages and photos. We aim to reply within 1 working day.

For a problem with a stage that hasn’t been released yet, tap Report a problem on the job. That stage stays held while you and the trade try to agree, and our team steps in after 72 hours if you can’t. The terms of use explain the steps.

What isn’t included

• Money paid to the trade outside Fettld, such as cash or a bank transfer.
• Matters of taste, such as a colour or finish you’d have chosen differently, when the work matches what was agreed.
• Materials you supplied yourself.
• Damage the trade’s own insurance pays for. We ask the trade and their insurer first.
• Knock-on losses, such as time off work, hotel stays or damage to other things.
• Work that someone else has changed or repaired since the trade finished.
• Normal wear and tear.

How to make a claim

1. In the Fettld app, open the finished job and tap Fettld Promise, then Make a claim.
2. Choose what’s wrong: poor workmanship, unfinished work, or the trade abandoned the job.
3. Describe the problem and add photos (at least one, up to ten).
4. Tell us the amount you’re asking for.

We share your claim with the trade and give them the chance to respond and put it right. Our team replies within 1 working day. If you can’t use the app, email support@fettld.com with the job reference.

After you claim

You can follow your claim in the app, add information and see replies from the trade and our team.

• Submitted: we’ve received your claim and told the trade.
• Under review: a member of our team is looking at the evidence from both sides.
• Resolved: we’ve paid you, the trade has fixed the problem, or we’ve declined the claim and told you why.

If you disagree with our decision, reply on the claim or email support@fettld.com within 14 days with your reasons and any new evidence, and we’ll look at it again.

Your legal rights

The Fettld Promise is extra to your legal rights, not instead of them. Under the Consumer Rights Act 2015 the trade must do the work with reasonable care and skill, and you can ask them to put it right. Making a claim, or our decision on it, doesn’t stop you taking other action against the trade. The Fettld Promise isn’t insurance and isn’t a contract of insurance.

Questions

Fettld Promise terms — version 15 October 2026

These terms apply to jobs booked on or after 15 October 2026. They sit alongside our terms of use.

1. Who gives the promise. The Fettld Promise is given by Niko Developments LTD, trading as Fettld (“we”, “us”), company number 17450168, 25 Pateley Square, Wigan, United Kingdom, WN6 7HG.
2. What it is. It’s our own commitment to homeowners, paid for by us. It is not insurance and not a contract of insurance, and you don’t pay anything for it. We decide each claim ourselves, fairly and using the evidence, and we commit to following these terms when we do.
3. Who can claim. The homeowner who booked the job and paid for it through Fettld. Only jobs booked and paid on Fettld are eligible.
4. Deposit protection. Money you pay through Fettld for a stage stays in the deposit until you approve that stage, or until 7 days after the trade marks it done if you don’t approve it or report a problem. If the trade never starts or abandons the work, deposit money not yet released is refunded to you in full.
5. Workmanship promise. If work booked and paid for through Fettld is poor or unfinished and the trade won’t put it right, we’ll help resolve it and can pay up to £1,000 per job. We never pay more than you paid through Fettld for that job, and the total for all claims on one job can’t go over that limit.
6. When to claim. You must claim within 90 days of the job finishing: the date the last stage payment was released, or the date the booking was cancelled if it ended early.
7. Evidence. Each claim needs at least one photo of the problem, a description of what’s wrong and the amount you’re asking for. We may ask for more, such as a quote from another trade to put the work right.
8. What isn’t included. Payments made outside Fettld; matters of taste or cosmetic preference where the work matches what was agreed; materials you supplied; damage the trade’s own insurance pays for (we ask the trade’s insurer first, and may wait for their answer); knock-on or consequential losses; work changed or repaired by someone else after the trade finished; and normal wear and tear.
9. How we handle a claim. A claim is submitted, then reviewed, then resolved. We tell the trade and give them the chance to respond and put the work right. We aim to send you a first response within 1 working day. A claim is resolved when we pay you, when the trade fixes the problem, or when we decline it and tell you why.
10. Our decision. We decide the outcome using the evidence from both sides. If you disagree, tell us within 14 days of the decision, with your reasons and any new evidence, and we’ll look at it again and tell you the result.
11. Payment. We pay approved claims ourselves, usually as a refund to the card or account you paid with. Our team makes each payment and tells you when it’s sent. If we pay you, we may recover the amount from the trade or their insurer.
12. Your legal rights. The Fettld Promise is in addition to your legal rights, including under the Consumer Rights Act 2015, and doesn’t limit them. A claim, or our decision, doesn’t stop you taking other action against the trade.
13. Changes. We may change or withdraw the Fettld Promise for future bookings. We’ll tell you in the app or by email before a change takes effect. Jobs booked before a change keep the terms that were in force when they were booked.
14. Dishonest claims. If a claim is dishonest or deliberately exaggerated, we’ll decline it, may close the account and may report it to the police.
15. Your information. We share your claim, description and photos with the trade and with our team to decide the claim, and keep them with the job record. Our privacy notice explains more.