Trust and
safety.

This page is maintained by FleckUP to answer common trust and safety questions about the FleckUP marketplace. It explains the controls, processes, and responsibilities that help keep our community safe.

FleckUP is a technology platform that connects customers in London with independent professionals. We are not the provider of the services you book, and the information here is not a certification or legal guarantee. It describes the practices we follow today and the shared responsibilities of everyone who uses the platform.

Every professional who wants to accept bookings through FleckUP completes a verification journey before going live. This includes a profile review, identity check, and right-to-work confirmation for the United Kingdom.

We verify identity through a government-issued photo ID and use document checks to confirm right-to-work status. Professionals may also supply references, proof of address, and relevant qualifications or insurance details depending on the service category.

Until verification is complete, a professional cannot be matched to customer bookings. A "verified" badge on a profile means the checks required at that stage have been completed, not that FleckUP guarantees the outcome of every service.

After every completed booking, customers and professionals are invited to leave a review. Ratings and written feedback are visible on professional profiles and help the community make informed choices.

We monitor reviews for signs of abuse, fraud, or repeated quality issues. Professionals with consistently poor feedback or verified breaches of our standards may be suspended or removed from the platform.

Payments are handled through regulated payment providers using industry-standard encryption. FleckUP collects payment at the time of booking and releases the professional's share after the service is completed.

If a booking cannot be delivered for a reason attributable to the platform or the professional, we will help arrange a refund or replacement. Independent professionals are responsible for their own public liability and professional insurance where required by their trade or category; FleckUP does not provide blanket insurance coverage for every service.

We encourage customers and professionals to communicate through the platform so there is a clear record of booking details, arrival times, and special instructions. This helps resolve questions quickly and protects both sides if a dispute arises.

Phone numbers and addresses are shared only as needed to complete a booking. Please do not move payments or communication off the platform, as this makes it harder for us to help if something goes wrong.

FleckUP professionals are welcomed guests in customers' homes. Customers agree to provide a safe working environment and to treat professionals with respect. Professionals agree to follow the booking scope, arrive on time, and behave professionally.

We operate a zero-tolerance policy for discrimination, harassment, abuse, theft, or violence. Any report of this nature is investigated and may result in immediate account suspension, removal from the platform, and referral to the appropriate authorities.

If you feel unsafe, witness concerning behaviour, or experience a problem with a booking, contact us as soon as you can. In an emergency, call the emergency services first, then let us know.

You can report an issue from the booking detail in your account or by emailing info@fleckup.com. Include the booking reference, date, time, and a description of what happened. We aim to acknowledge reports within one working day and will take proportionate action based on what we find.

We collect only the personal data needed to run the marketplace, such as names, contact details, addresses, booking information, and verification documents. We do not sell personal data.

Data is stored through our cloud infrastructure and payment processors, protected by encryption in transit and access controls. You can exercise your data rights or ask a privacy question by contacting info@fleckup.com. For full details, see our Privacy Policy.

For security vulnerabilities, safety incidents, or urgent trust concerns, email info@fleckup.com. For less urgent questions, use the contact form on our Contact page.

We will triage reports according to severity and respond as quickly as we can. Please do not use this channel for marketing or sales enquiries.