When the work isn't right
Report it against the booking. That reaches the business and our team at once, and the invoice waits until it's sorted.
For customers
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2 min read
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Updated 8 August 2026
Tell us in the chat, and use the report button on the booking rather than only typing a message. That attaches the problem to the job itself, so it reaches the business and our team together instead of getting lost in a thread.
What you'll see in the app
Report an Issue
Fix burst pipe under the kitchen sink
Reporting against the booking, not just in the chat.
What happens next
The business hears straight away
Most problems are a misunderstanding about what was included, and they get sorted in the chat the same day.
The invoice waits
If you report a problem on a job you haven't paid for, the invoice is held while it is worked out. You are not asked to pay for work you have said is wrong.
We step in if it stalls
If the two of you can't agree, our team reads the whole conversation, quotes and messages and photos, and helps settle it.
Leaving a review
Once a job is paid for, we ask you to rate it. Reviews only come from people who actually hired and paid through NovaPay, which is what makes the ratings on a business worth reading.
What you'll see in the app
How was your experience?
Rate Harbourline Plumbing & Gas
Fix burst pipe under the kitchen sink
Reviews are attached to a real job that was paid for.
Still stuck?
Ask us in the chat. A real person reads it, usually the same day.