Help & Support

Help & Support — Servizo Ltd

Last Updated: 07 December 2025

We’re here to help you get the most out of Servizo — whether you’re a Customer booking services or a Provider offering them. This page explains how to contact us, what you can expect from our support team, and how we handle questions, issues and complaints.

1. How to Contact Support

You can reach the Servizo support team through the following channels:

  • Email (general support)
    support@servizo.co.uk
    For account issues, bookings, payments, app/website problems, or general questions.

  • In-app / website support (where available)
    Use the Help & Support or Contact option in the app or website to raise a ticket or send us a message.

  • Emergency safety concerns
    If there is any immediate risk to life, health or property, contact the emergency services (999 in the UK) first, then notify us as soon as it is safe to do so.

2. Support Hours & Response Times

We aim to be transparent about when we’re available and how quickly we respond.

  • Standard support hours:

    • Monday to Friday: 09:00 – 18:00 (UK time)

    • Limited monitoring at weekends and public holidays for urgent booking/payment issues.

  • Target response times:

    • Email / in-app messages: usually within 4 working hours, and no later than 1 business day.

    • Urgent live booking issues (e.g. Provider no-show, payment failure at job start): prioritised as soon as possible during support hours.

We’ll always try to respond faster where we can. If a full answer will take longer (for example because we need to contact a Provider or investigate logs), we’ll send you an initial update and follow up once we have more information.

3. What We Can Help With

We can assist with (among other things):

  • Account & login issues

    • Password resets

    • Profile updates (contact details, preferences)

    • Account access problems

  • Bookings & services

    • Help finding or understanding a service

    • Clarifying booking details (time, location, scope of work)

    • Issues with a confirmed booking (late arrival, no-show, quality concerns)

  • Payments, refunds & cancellations

    • Card or payment failures

    • Questions about charges

    • Applying our Refund & Cancellation Policy

    • Status of a refund or adjustment

  • Provider onboarding & documents

    • Help with uploading verification documents

    • Questions about required licences or insurance

    • Troubleshooting document upload errors

  • Technical issues

    • App crashes, error messages

    • Problems with notifications or OTPs

    • Display or performance issues

If you’re not sure which category your issue fits in, just contact us and we’ll route it appropriately.

4. Self-Service & FAQs

We encourage you to use self-service resources where possible — they’re available 24/7 and can often resolve common questions quickly.

Where available on the Platform you’ll find:

  • FAQ / Help Centre – answers to common questions about bookings, payments, refunds, safety and provider onboarding.

  • Policy pages – including:

    • Terms & Conditions

    • Privacy Policy

    • Refund & Cancellation Policy

We regularly update these resources based on the questions we receive most often.

5. Escalations & Complaints

If you’re unhappy with the service provided by a Provider, or with Servizo’s handling of an issue, you can ask for an escalation.

5.1 Service issues and complaints about a booking

  • Contact us via support@servizo.co.uk or the in-app Help section within 24 hours of the scheduled completion time where possible.

  • Provide as much detail as you can (booking ID, description, photos/screenshots, chat logs).

  • We will:

    1. Acknowledge your complaint,

    2. Review information from you and the Provider, and

    3. Decide on an appropriate outcome (e.g. explanation, apology, partial refund, credit, or no adjustment), in line with our Terms & Conditions and Refund & Cancellation Policy.

5.2 Escalating a support case

If you feel your issue has not been handled fairly or remains unresolved:

  • Reply to the existing thread stating that you’d like the case to be escalated, and

  • A senior member of the team will review it and respond as soon as possible.

6. Safety, Abuse & Fraud Reporting

We take safety and misuse of the Platform seriously.

Please contact us immediately if you experience or witness:

  • Threatening, abusive or discriminatory behaviour

  • Suspected fraud or attempted scams

  • Misuse of payment methods

  • Serious breaches of our Terms & Conditions (for example, requests to bypass the Platform or participate in illegal activity)

Where appropriate, we may:

  • Suspend or terminate accounts,

  • Report serious matters to law enforcement or relevant regulators, and

  • Cooperate with insurers and breach response counsel where our cyber or liability policies are involved.

7. Data Protection & Privacy Requests

Servizo Ltd is the data controller for personal data processed through the Platform. For privacy-related queries, please see our Privacy Policy and contact:

  • Privacy email: support@servizo.co

You can use this address to:

  • Request access to your data

  • Ask us to correct inaccurate information

  • Request deletion (where applicable)

  • Object to or restrict certain processing

  • Withdraw consent for marketing

We may need to verify your identity before responding, in line with GDPR and the UK Data Protection Act 2018.

8. Accessibility & Support Needs

We want Servizo to be usable by as many people as possible.

If you:

  • Have accessibility needs, or

  • Require reasonable adjustments in how we communicate with you (for example, alternative formats or channels),

please let us know when you contact support. We will make reasonable efforts to accommodate your needs and note any preferences on your account where appropriate.

9. Provider Support

If you are a Provider (chef, driver or other professional) using Servizo, support can help you with:

  • Onboarding, document uploads and verification

  • Understanding minimum insurance and compliance obligations

  • Slot/availability issues, booking management and in-app errors

  • Payout questions and withdrawal issues

  • Safety and incident reporting related to bookings

Operational and compliance questions for Providers can be sent to support@servizo.co.uk in the first instance. We may loop in specialist teams (for example, insurance or security) where required.

10. Updates to Help & Support

We may update this Help & Support page from time to time to reflect changes to our processes, support tools or legal requirements. When we make significant changes, we will update the “Last Updated” date at the top of this page and may notify Users via the Platform or email where appropriate.

 

If you’re unsure which policy applies to your situation or where to start, just contact support@servizo.co.uk with a brief description of what you need help with — we’ll guide you from there.