Your protection

The Scuffaroo Guarantee

Last updated: May 2026

Peace of mind on every repair
Scuffaroo is a marketplace connecting you with repairers approved to use the platform. In the unlikely event something goes wrong, our Guarantee may contribute up to £300 towards putting things right, subject to the terms below.

1. What is the Scuffaroo Guarantee?

The Scuffaroo Guarantee is a free, discretionary guarantee available to customers who book and pay for a repair through the Scuffaroo platform. If the repair falls below a reasonable standard and the issue cannot be resolved directly with the repairer, Scuffaroo may contribute towards the cost of putting things right up to a maximum of £300 per claim.

2. When you may be eligible

  • The repair was carried out by a Scuffaroo-listed repairer
  • You booked and paid for the repair through the Scuffaroo platform
  • The issue relates to substandard workmanship
  • You raise the issue with us within 3 months of the repair being completed
  • You have first attempted to resolve the issue directly with the repairer

3. How to raise a complaint

We always recommend speaking to your repairer first. If unable to reach a satisfactory resolution, email martine@scuffaroo.com with your job reference, description of the issue, and supporting photos. We will acknowledge your complaint within 2 business days and aim to reach a decision within 14 business days.

4. How we assess claims

Each complaint is reviewed individually. We will contact the repairer for their response and consider photographic evidence including before and after photos. If a payment is appropriate, we will process it by bank transfer. The maximum we will pay is £300 per approved claim.

5. What the Guarantee does not cover

  • Pre-existing damage or wear and tear
  • Cosmetic disagreements where no objective standard has been breached
  • Consequential or indirect losses such as alternative transport costs
  • Materials supplied by the customer
  • Damage caused by the customer after the repair
  • Work not booked or paid for through Scuffaroo
  • Disputes raised more than 3 months after completion

6. Important limitations

The Scuffaroo Guarantee is discretionary and does not replace your legal rights against the repairer. Scuffaroo acts as a marketplace intermediary only and is not party to the contract between you and the repairer. Our total liability under the Guarantee is limited to £300 per claim.

7. Our complaints process

1
Contact your repairer
Email or call your repairer directly. Give them the opportunity to inspect and put things right.
2
Contact Scuffaroo
If unresolved within 5 working days, email martine@scuffaroo.com with your job reference and photos.
3
Review
We review your complaint and contact the repairer. We aim to reach a decision within 14 business days.
4
Outcome
We notify you of our decision in writing. If a payment is approved we process it by bank transfer.

8. Contact us

For any questions or to raise a complaint, contact us at martine@scuffaroo.com. We aim to respond within 2 business days.

Need to make a complaint?
Email us and we will get back to you within 2 business days.
martine@scuffaroo.com