Question 1

Do I need an account to post a job?

Accepted Answer

No. You can describe your problem and get matched without signing up. You only need an account to track your job and communicate with tradespeople after matching.

Question 2

How long does it take to get a tradesperson?

Accepted Answer

For emergencies, typically under 30 minutes. For standard jobs, most customers have quotes within 2 hours. Planned work is usually booked within 24 hours.

Question 3

How does the escrow payment work?

Accepted Answer

When you accept a quote, your payment is held securely by Stripe. It's only released to the tradesperson 48 hours after you sign off the job as complete. If you're not satisfied, you can raise a dispute.

Question 4

What if I'm not happy with the work?

Accepted Answer

Don't sign off the job until you're satisfied. If there's a dispute, our team reviews the job and mediates. We do not release payment if the work is genuinely substandard.

Question 5

Is there a call-out fee?

Accepted Answer

Some tradespeople charge a call-out fee for diagnosis — this is shown upfront in the quote. Many EzeAla tradespeople operate "no fix, no fee" for common jobs.

Question 6

What commission do you charge?

Accepted Answer

Flat 10% on completed jobs only. Early bird members (first 100 tradespeople) pay 0% on their first 5 jobs. Elite Pros (100+ jobs, 4.8+ rating) earn a permanent 8% rate.

Question 7

When do I get paid?

Accepted Answer

48 hours after the client signs off the job. Payment goes directly to your Stripe Connect account. No chasing, no invoicing.

Question 8

Can I work on other platforms at the same time?

Accepted Answer

Yes. We never take exclusivity. Work for other platforms, your own network — whatever works. We earn your attention job by job.

Question 9

What certifications do I need?

Accepted Answer

Depends on your trade. Gas engineers must be Gas Safe registered. Electricians need NICEIC, NAPIT, or ELECSA. All tradespeople need valid public liability insurance.

Question 10

Can I take my reviews with me if I leave?

Accepted Answer

Yes. Your reviews export as Google-compatible JSON-LD, which you can embed on your own website or share with clients.

Question 11

How does Ezra's morning briefing work?

Accepted Answer

Every morning Ezra generates a plain-language summary of new jobs matched to your trade, location, and availability. You review the briefing and accept or decline with one tap — no hunting through job boards.

Question 12

Can tenants raise repair requests directly?

Accepted Answer

Yes. You can give tenants access to raise jobs which are automatically triaged and dispatched by Ezra. You get notified at each stage without having to manage messages.

Question 13

Does EzeAla track my compliance certificates?

Accepted Answer

Yes. Gas Safety (CP12), EICR, EPC and PAT certificates are tracked per property. You'll receive reminders 60 and 30 days before expiry.

Question 14

Is there a minimum number of properties?

Accepted Answer

No. Solo plan is free for up to 5 properties. Portfolio plan (£29/month) covers up to 20. Enterprise is custom.

Question 15

What's the difference between Business and Portfolio?

Accepted Answer

Portfolio is designed for landlords managing 6–20 properties. Business is for companies needing SLA windows, multi-user access, API integration, and monthly invoicing.

Question 16

Can we integrate EzeAla with our existing system?

Accepted Answer

Yes. The API supports job creation, status webhooks, quote retrieval, and payment events. Zapier and direct REST endpoints available.

Question 17

Do we get a dedicated account manager?

Accepted Answer

Enterprise plans include a named account manager. For high-volume accounts (£20k+/year), rates are also negotiable.

Question 18

Which payment methods are accepted?

Accepted Answer

All major credit and debit cards via Stripe. BACS transfers for business accounts. No cash handling.

Question 19

Is VAT included in the prices shown?

Accepted Answer

Yes. All customer-facing prices include VAT where applicable. Tradespeople receive payment exclusive of commission.

Question 20

What happens to my payment if a job is cancelled?

Accepted Answer

If the tradesperson cancels, your payment is refunded in full within 5 business days. If you cancel after work has started, the tradesperson may be entitled to a partial payment for work completed.

Frequently asked questions