| Customer Service All topics at a glance. Find the answer to your question below. |
| About Klusup |
What is Klusup?
Via Klusup you book directly throughout the Netherlands an experienced professional to perform jobs in and around the house at a competitive rate. You indicate when and what needs to be done. The appointment is made immediately after your booking is accepted by the professional. Klusup is not a comparison site where you can request quotes without any obligation.
Which professionals are affiliated with Klusup?
The affiliated tradesmen have relevant experience and are friendly. The tradesmen such as plumbers, electricians, gardeners, handymen, plasterers, central heating fitters and carpenters are registered with the Chamber of Commerce, while the handyman, carpenter and gardener work as freelancers or private individuals under the 'Service at Home Scheme'.
The affiliated tradesmen are part of our network and do jobs for their own account and risk. They organize (part of) their jobs through our platform. We screen each tradesman at the gate for reliability, friendliness and experience. We have spoken to them personally and know what their experience and qualities are. In addition to screening, they are also rated when they have completed a job. We monitor customer reviews and when a professional scores too low ( < 3.5 out of 5), we say goodbye to them. This way you can be sure that your job is done by a good professional. Is Klusup available in my area?
Klusup has a network of good craftsmen throughout the Netherlands. So if you live in the Netherlands, we can most likely help you well.
Is Klusup insured?
To work through Klusup, all professionals must have liability insurance. The professional performs the job on his own account and is responsible for the execution of the job. When a job is not done properly, you speak directly to the professional for a solution. If you cannot resolve the problem with the professional, we offer a safety net through the warranty package.
What if I want to file a complaint about Klusup?
First of all: sorry. As a service, we want to provide good service. We try to work flawlessly, but things do occasionally go wrong. Please send your complaint to our customer service so we can look into this and offer a solution.
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| Books craftsman |
How do I book a professional?
Describe the job and fill in your details. Choose a date and press send. You will now receive a booking receipt email and we will start working for you. When your booking is accepted/scheduled, you will immediately receive a final confirmation by text and email with the details of the professional. click here to make an appointment.
What is a rush booking?
You can make an urgent booking 24 hours a day. In case of emergency you will be helped today or tomorrow, depending on your wish. When we receive your urgent booking, it is immediately put out to professionals in the area. At the same time we will actively search for a good and available professional. However, we are always dependent on the availability of the tradesmen at that time. You will receive the final confirmation e-mail and text message from us as soon as possible or we will contact you if there is no availability.
Why is the emergency rate higher?
Craftsmen charge a higher rate in an emergency because they adjust their current schedule to help you as soon as possible. When making the booking, the rush rate is always clearly shown to you.
Can I also make a booking for the weekend?
Our professionals also work on weekends. Keep in mind that fewer professionals work on weekends and the rate is higher. The rate is always clearly displayed at the time you make a booking.
Why is there a minimum charge of 1 hour?
To ensure that it is profitable for the professional to work on a small job, a minimum of 1 hour is charged. After the 1st hour, charges will be per quarter hour.
I did not receive a booking receipt email in my mailbox?
After you make a booking, we always mail a booking receipt email. If you have not received this, please check your spam or junk mail folder. Can't find any mail from us there either? Then the e-mail address you entered is probably incorrect. Send a message to our customer service, so we can change your e-mail address. We will then send you the booking receipt email to the correct email address.
I did not receive a final appointment confirmation, now what?
Did you receive booking receipt email, but did not receive a final confirmation email or text message? Then we have not yet been able to find an available craftsman for you. Please send a message to our customer service and we will be happy to check the status of the booking for you.
Do you always find a professional for my job?
We have good coverage of tradesmen throughout the Netherlands. Nevertheless, sometimes we do not succeed in finding a craftsman for your preferred date and time, for example, due to busy times. In this case, we will inform you with an alternative date. You can then choose whether or not you want to make use of this.
Can I book the same craftsman again?
Yes, craftsmen are happy with returning customers. Through your account you can see which craftsmen you have booked before. When making a new booking, enter the name of the craftsman and we will contact him for you to do the job first.
Who will provide the materials?
You decide who takes care of the materials. It is more advantageous if you already have the materials, because then the craftsman does not have to spend time and money on this. For more tasteful materials (e.g. faucets, plumbing, laminate or paint) we advise you to buy the materials yourself. If desired, the craftsman can also provide the materials, just keep in mind that he may charge you the costs for this.
What if the craftsman can't do the job?
A professional does his best to help you as best he can. He performs only the jobs that he is sure he can do competently. Keep in mind if you have several diverse jobs that the professional may not be able to do all of them. He will of course just inform you about this.
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| Problems with craftsman |
What if the professional is late?
First of all, sorry. You should expect a professional to arrive on time. Unfortunately, it sometimes happens that a professional is late due to force majeure ( e.g. traffic jam or car trouble ). If the tradesman is late, ask you to wait 30 min. In practice we see that most tradesmen are present. Is the craftsman more than 30 minutes late? Send us a message about this to our customer service. We will immediately go and see what the problem is.
What if the professional wants to reschedule the booking?
When the appointment is finally confirmed, you may assume that the appointment is fixed. The craftsman can only reschedule with your approval. Until 48 hours before the start of the job, the craftsman can only cancel the booking with you or us with a valid reason. If he contacts us, we will inform you and find a replacement.
What if the professional did not show up?
Sorry, this is not how it should be. We take this seriously, this may be a reason to stop working with the professional. We ask you to send our customer service a message about this, so that we can work with you to find a solution. We may be able to send another professional to you.
What if the craftsman does not have materials with him?
The craftsman usually does carry small materials. However, many materials are taste and budget sensitive, think of a kitchen faucet or interior door or paint. Therefore we advise you to have as many materials as possible at home. If you prefer the craftsman to take care of the materials, this is of course possible. He can also buy materials for you while you are doing your job.
What if the craftsman doesn't finish the job?
This is annoying. Please send our customer service team a message about this and we will be happy to work with you to see how best to help you.
What if I want to file a complaint about the professional?
If you have a complaint about the craftsman, we ask that you submit the complaint through our customer service department, as the complaint should always be worked through with the craftsman. We are not on site or the performer. Therefore, we want everything in black and white so there can be no misunderstandings or miscommunication.
You also have the opportunity to evaluate the professional after the job is done. This way you ensure that the quality of the affiliated tradesmen is up to standard. If tradesmen score insufficiently on average, they will be removed from the platform. |
| Reschedule & Cancel |
How do I cancel the booking?
After the booking is created, you will receive a booking receipt email. In this mail you can find the cancellation link at the bottom. When you click this, you will be taken to the account where you can cancel the booking with a few clicks. The professional is then immediately notified of the cancellation.
Unfortunately, a cancellation cannot be communicated by phone or email, because then we cannot guarantee that the cancellation will be processed in a timely manner. Can I cancel a booking free of charge?
You can always cancel a booking that has not been definitively confirmed free of charge. Is the booking definitely confirmed? Then you can also cancel the booking free of charge, provided that you cancel the booking more than 48 hours before the start of the job. If you cancel less than 48 hours before the start of the job, you will be charged the minimum booking fee.
Can I cancel an emergency appointment free of charge?
You can simply cancel an unconfirmed rush booking free of charge. A final confirmed rush booking (today and tomorrow) you can no longer cancel free of charge. The professional is often already on his way or has had to leave another job to help you quickly.
What happens if I forget the appointment?
If you are not present on the appointed date and thus the professional is standing in front of a closed door, you will be charged the minimum cost of a booking.
Can I reschedule/change the date?
Rescheduling an appointment is free of charge if given more than 48 hours notice. If you reschedule less than 48 hours before the appointment, you will be charged €75.
There is a link in the booking receipt email under the heading "Cancel or move booking". Here you can cancel or move your booking with a few clicks. Canceling or rescheduling can be done easily and exclusively via this link. |
| Pay |
How do I receive the invoice?
After the job is done, the professional fills in the invoice with the hours worked, call-out and any material, parking and disposal costs. He then sends the work order with the iDEAL payment link/invoice by email and/or text message, so you can pay immediately.
We can only help you if you let the entire job and payment go through Klusup. Therefore, pay via Klusup. The money will be held at a Foundation Derdengelden account for a while, this gives you extra security that your job is done right. To whom do I pay?
You always pay via Klusup the invoice and iDEAL payment link sent by the professional, which you have received by email and/or text message.
We can only help you if you let the entire job and payment go through Klusup. Therefore, pay via Klusup. The money is held in a third-party account, which gives you extra security that your job is done correctly. Binnen welk termijn moet ik betalen?
Er wordt “betalen bij oplevering” gehanteerd, dit betekent dat de factuur na afronding van de klus wordt betaald. Het betaalde bedrag wordt nog een tijdje vast gehouden op Stichting rekening derden gelden voordat wij het vrijgeven aan de vakman. Dat is een geruststellend idee voor jou in het geval er later toch iets niet helemaal goed is gegaan.
Betaal je niet direct, dan hanteren we een betaaltermijn van 7 dagen. Je ontvangt daarna een herinnering. Bij een 2e herinnering brengen wij administratiekosten in rekening, omdat we extra kosten moeten maken. Can I pay in installments?
No, paying in installments is not offered through Klusup.
Can I wait to pay if my insurer is going to pay for the job?
No, unfortunately not. When you make bookings, you are responsible for payment. You in turn are the other party to the insurance company. Therefore, after you have paid the invoice, you can submit it to the insurer. The insurer then deposits the money to your account.
Who pays the bill if I have rental property?
If you as the renter make a booking, you as the client are responsible for the booking and payment. The landlord is not a counterparty for the professional and/or Klusup. If you have agreed that the landlord pays the costs, you can have him/her pay the costs to you.
Is VAT included in the price?
The price you see on the site is the price you pay. For business professionals (plumbers, electricians, handymen and carpenters), the price includes VAT. The price of a private professional does not include VAT. This is because they work under the "Service at Home scheme" and are not required to charge VAT.
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| Warranty & Repair |
Who is responsible for damages incurred?
All affiliated tradesmen do jobs at their own expense and risk. This makes them responsible for the execution of the job and any damages.
What if damage occurred during the job?
This is annoying and of course a solution must be found. The craftsman works at his own expense, so report the damage to him immediately or at the latest within 72 hours of receiving the invoice, so he can offer you a solution. By law, you must give the professional the opportunity to solve the problem for you.
If you cannot solve the problem with the professional and you have booked your job with the Klusgarantie, please send our customer service a message. We will be happy to work with you to see how we can best help you. You also have the option of evaluating the professional after the job has been completed. This way you can ensure that the quality of the affiliated professionals is up to standard. When tradesmen score insufficiently on average, they are removed from the platform. Who is responsible for doing the job?
The craftsman does the job at his own expense and risk, this means that he is responsible for the job performance. Based on your wishes, he will perform the job.
What if the job was not done competently?
This is an annoying situation. The professional is responsible for the proper completion of the job. If the job was not done properly, you can claim (free of charge) repair of the job (warranty). Contact the professional and ask him to repair the defect. You can read how to apply for warranty via your account. According to the law, you must give the professional the opportunity to provide a warranty; in other words, you must give the professional the chance to do the job properly.
If you cannot resolve the problem with the professional and you have purchased the optional Klusgarantie package, please send our customer service department a message. We will then discuss with you how to repair the defect as soon as possible. If the professional is unable or unwilling to repair the job, we will find a replacement for you. We can only help you if you let Klusup handle the entire job and payment. Therefore, do not pay directly to the professional, but to Klusup. The money is held in a third-party account for a while, which gives you and us extra security that your job was done properly. What are the obligations of a professional when doing the job?
When a professional does your job, you should expect the following from him:
What is the job guarantee and what are you covered for?
In case things go wrong with the job and the professional doesn't want to help, you have extra security with the Klusgarantie. Together, we'll make sure your job is done to a job well done. With the Job Guarantee, you're covered for:
Cost of advice and support. The costs for advice, support and arranging repair/warranty (free of charge) by Klusup are covered in full by the Klus warranty. Costs of the replacement craftsman for repair or finishing work Can't work it out with the tradesman because he won't or can't help you? With the Job Guarantee, we'll send a replacement craftsman to you to repair or finish the job. You get the original paid service and labor costs as Klusup credit to pay the cost of the tradesman up to a maximum of the Klusup warranty package you chose. Check the terms and conditions of the Klusup Guarantee for the maximum amount of coverage. What does it mean for me if I make booking without the Klusgarantie?
In the unlikely event that the professional does not perform your job properly, you will have to claim warranty from the professional yourself. If the professional is unwilling or unable to help you, you can take legal action against him yourself.
If you have taken out the Klusup warranty, Klusup will support you in repairing and/or completing the job. If the professional is unwilling or unable to help you, we will arrange a replacement for you. With the Klusgarantie you have taken extra security in case your job is not done properly. What are the terms of the job guarantee?
Here we list the terms of the Klusgarantie for you. Please review this information so you understand everything.
How do I apply for warranty?
You can submit a warranty request through your account. Your request will go directly to the professional so he can help you.
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| Corona update |
Can I book another craftsman?
Of course! The professionals affiliated with Klusup work according to the RIVM guidelines, so you can still have jobs done in or around the house. The professional will only do jobs at your place if he feels 100% well.
What if the professional is sick or has symptoms of illness?
The professional will then always reschedule the appointment with you. When an appointment is rescheduled just before it is due, this can be inconvenient for you. Nevertheless, we hope for your understanding, because further spread of the virus must be prevented. After all, you don't want to be exposed to the risk of contamination from a sick craftsman who is going to do jobs for you. Safety and health of you and the craftsman are paramount.
What if yourself are sick or have symptoms of illness?
First of all, get well! If you are sick or have symptoms of illness, we ask that you reschedule your appointment. You can email to [email protected]. We will inform the professional and reschedule the appointment for you.
Do I need to be home during the job?
It makes sense to be home when the professional comes to do your job. This way you can express your job requirements and see if the job was done to your satisfaction. If you cannot be home yourself, make sure someone is present on your behalf. We do advise you to be in a different room from where the tradesman is whenever possible.
What should I pay attention to when the professional is doing the job?
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Handyman
- Saw
- Hammer
- Tape measure
- Pincers
- Wire Stripper
- Screwdrivers
- Insert and ring wrenches
- Cordless drill with screw bits
Gardener
- Scoop
- Hoe
- (Leaf) rake
- (Hand) saw
- Pruning shears
- Gloves
- Weed tools
- (Electric) hedge trimmer
Is the tool you need for your job not listed? Please indicate this in the description or contact us and ask about the possibilities.