24-Hour Service Guarantee

Purpose

To promote trust, accountability, and service quality on Wookii, selected services are covered by the Wookii 24-Hour Service Guarantee. This guarantee ensures that customers receive prompt correction where a verified issue results directly from an artisan’s workmanship, while also providing clear expectations and protections for artisans.

What the Wookii 24-Hour Service Guarantee Means

If a problem occurs within 24 hours after the customer marks the service as completed, and the issue is determined to have resulted directly from the artisan’s workmanship, the artisan must return once to correct the issue at no additional labour cost. The guarantee applies only to defects resulting from the original work performed and is intended to promote high service standards while ensuring fairness for both customers and artisans.

What Is Covered

The guarantee applies to workmanship-related issues arising directly from the completed service, including but not limited to:

• Incorrect installation of equipment or fixtures
• Loose fittings, wiring, piping, fasteners, or connections resulting from the service
• Repairs that fail shortly after completion because of improper workmanship
• Incomplete work where agreed tasks were not properly carried out
• Incorrect assembly or installation that prevents the item from functioning as intended
• Failure to properly reconnect or secure components removed during the service If such an issue is reported within the required timeframe and verified, the artisan must return once to correct the issue without charging additional labour fees.

What Is Not Covered

The guarantee does not apply to situations outside the artisan’s workmanship, including:

• Damage caused by the customer or any third party after completion
• Existing faults that were not identified during the original booking
• Normal wear and tear
• Manufacturer defects
• Defective, low-quality, incompatible, or customer-supplied materials or spare parts
• Power surges, water damage, weather conditions, flooding, fire, or other external events
• Damage caused by misuse, negligence, accidents, or improper operation
• New faults unrelated to the original service
• Requests for upgrades or additional work
• Cosmetic issues that were disclosed and accepted before completion
• Repairs attempted by another technician after the original service
• Situations where the customer refuses to allow the artisan reasonable access to inspect the reported issue Where the reported issue falls outside the original scope of work, a new booking may be required.

Customer Responsibilities

To qualify for the guarantee, customers must:

• Report the issue within 24 hours of marking the job as completed.
• Provide an accurate description of the issue.
• Upload supporting photos or videos where reasonably possible.
• Allow the original artisan reasonable access to inspect and correct the reported issue.
• Avoid altering, dismantling, or attempting further repairs before the artisan has had an opportunity to inspect the reported problem. Failure to meet these requirements may result in the guarantee not applying.

Artisan Responsibilities

Artisans covered by this guarantee agree to:

• Respond promptly after receiving a valid guarantee request.
• Arrange a reasonable time to inspect and correct the issue.
• Complete one corrective revisit where the reported issue is confirmed to be caused by their workmanship.
• Perform the corrective work professionally and safely.
• Communicate with the customer through the Wookii platform whenever reasonably possible. Failure to comply with these obligations may result in actions under Wookii’s platform policies.

Reporting an Issue

If you experience a workmanship-related issue:

1. Open the completed booking in the Wookii app.

2. Tap Report an Issue or contact Wookii Customer Support.

3. Describe the issue in detail.

4. Upload photos or videos if available.

5. Submit the report within 24 hours after marking the service as completed.

Wookii may request additional information from either party before making a determination.

Wookii Review Process

To ensure fairness, Wookii may review reports submitted under this guarantee. As part of the review, Wookii may:

• Review booking details.
• Review chat history relating to the service.
• Examine submitted photos or videos.
• Request additional evidence from either party.
• Contact the customer or artisan for clarification.

Wookii reserves the right to determine whether a reported issue falls within the scope of this guarantee.

Limitations of the Guarantee

The Wookii 24-Hour Service Guarantee:

• Covers labour only.
• Does not require the artisan to provide free replacement parts or materials.
• Provides one corrective revisit only.
• Applies only to the original booking.
• Cannot be transferred to another customer or property.
• Does not extend or renew after the corrective visit has been completed.

Failure to Honour the Guarantee

Where an artisan unreasonably refuses to honour a valid guarantee request, Wookii may, after reviewing the circumstances, take appropriate action under its marketplace policies, which may include:

• Issuing warnings.
• Restricting account privileges.
• Reducing account visibility.
• Suspending or removing the artisan from the platform.
• Taking any other action permitted under Wookii’s Terms of Service.

Important Notes

• The guarantee begins when the customer marks the booking as completed within the Wookii platform.
• The guarantee applies only to eligible service categories designated by Wookii.
• It applies only to workmanship-related defects.
• Replacement parts, consumables, or additional materials are not included unless otherwise agreed.
• Wookii acts as a marketplace connecting customers and artisans. The guarantee establishes obligations between the customer and the artisan regarding corrective labour. Wookii’s review and enforcement are conducted in accordance with its Terms of Service.

Why Wookii Offers This Guarantee

Wookii’s mission is to make hiring trusted artisans safer, more reliable, and more transparent. The Wookii 24-Hour Service Guarantee promotes accountability, encourages high- quality workmanship, and provides customers with confidence while ensuring that artisans are treated fairly when disputes arise. By using Wookii, customers and artisans agree to comply with this guarantee and all applicable Wookii Terms of Service.