Before you file a claim

We want to pay every claim the guarantee covers. To do that, we need a few things from you. Please read this before you file.

When we can accept a claim

• You activated the guarantee before the service started, and you file within 28 days of activating.
• The service was completed, but the work wasn’t done properly. Unfinished work isn’t covered.
• You told the business that the work wasn’t done properly, before anyone did it again.
• Another provider did the same work again. It can’t be the first business under another name, or related to it or to you.
• In some categories only some services are covered: see what’s covered for your category in the terms.

The documents we need

• Both invoices, in your name and with your address, and for the same work: the first business’s and the second provider’s.
• Proof that you paid both.
• A screenshot of your message to the first business, showing its date. It must be before the second provider started.
• Photos of the work, taken before it was done again, or other records that show the problem.
• In some cases, our team might ask for more information or documents.

Photos or PDF, up to 10 MB each.

We use these documents only to check and pay your claim, and we may share the relevant parts with the business and the second provider. See our Privacy Policy.

How to describe what happened

• What the service was, and when it was done.
• What wasn’t right with the service.
• When and how you told the business, and what they answered.
• Who did the work again, and when.

Write it in your own words, with all the details we need to understand what happened.

If we ask for it, also send a short explanation from the second provider of the problem and the work they did. In some categories this is always required.

What happens next

• We check your claim and contact you by phone or email if we need anything. We may also contact the business and the second provider.
• If we approve your claim, we pay you back your extra cost (the lower of the two invoices), up to €750 per service. Under €25 we don’t pay. We pay you directly, or the business refunds you on our behalf. We may ask you to confirm that you received the payment.
• We aim to pay within 30 days of your complete claim, or within 7 days when the second provider is on Locallista.
• Up to 2 claims can be filed in 24 months per family, address or household (see the terms).