Opening your door and seeing someone you weren’t expecting can feel unsettling.
Your booked service provider is generally expected to attend the appointment personally, and you should be informed in advance if someone else will come instead.
If you weren’t told about the change, the decision is yours. You can ask for more information, continue with the appointment if you feel comfortable, or refuse entry and contact our Support team.
🚪 What should I do if I wasn’t informed?
You decide whether you feel comfortable allowing the person into your home.
If you were not told about the change and do not feel comfortable continuing with the appointment, you can refuse entry and contact our Support team to explain what happened.
You will not be charged a compensation fee for declining the appointment in this situation.
💬 Contact your service provider
You can also contact your booked service provider through the Helpling Chat to ask why someone else has arrived.
If you cannot reach them or still have concerns, please contact our Support team.
💡 Good to know
Self-employed service providers may arrange for someone else to carry out an appointment, but Helpling expects them to provide the service personally and to inform customers beforehand if this changes.
You are never required to allow an unexpected person into your home if you do not feel comfortable doing so.
💬 Need help?
If someone unexpected arrived for your appointment or you have concerns about who attended, please contact our Support team.
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