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The MyHammer Quality Code is set up to foster a relationship of trust between the job poster and the tradesmen/service provider.  The code functions in addition to the MyHammer ratings system and provides recommendations for best practice when using MyHammer to find work.

1. Punctuality
Time is money – and wasting time is wasting money. If a tradesman/service provider cannot keep the arranged appointment, (s)he should inform the customer as soon as possible. In the event of postponement, the tradesman/service provider should offer an alternative date.

2. Timely Completion of Jobs
For the majority of jobs, completion by a certain date is important. The tradesman/service provider should establish an expected completion date before starting work.

The tradesman/service provider should work towards the proposed completion date as closely as possible. Sometimes unforeseen difficulties arise, and in this situation the tradesman/ service provider should inform the customer as early as possible.

3. Fast Response Time
The customer may have multiple questions throughout the job. As such, the tradesman/service provider is the primary point of contact and they should endeavour to answer all questions as soon as possible (within 48 hours).

4. Quality Material
The tradesman/service provider should only use materials whose supplier and origin can be proven if the customer should ask.

5. Qualification and Motivation
The quality of the finished job rests with the tradesman/service provider, therefore a tradesman/service provider should only perform jobs that (s)he is qualified to do. A tradesman / service provider should be able and willing to provide proof of qualification of themselves or co-workers upon request.

6. Compensation for Missing Deadlines
If a tradesman/service provider – irrespective of the reason – cannot complete parts of the job which (s)he has been awarded, they have the responsibility to find an alternative solution. When awarded the job, they must assume responsibility for every aspect of it.

7. Noncompliance with the MyHammer Quality Code
The tradesman/service provider should understand that ignoring the code of conduct may have a negative impact on ratings. MyHammer reserves the right impose platform sanctions on users who violate the code of conduct in the same way as for a breach of the terms and conditions.

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FAQ

Job Posters

Tradespeople/ Service Providers

Questions/Call Backs/Site Visits

Job Posters’ Contact Details (with customer consent)

MyHammer Membership Fees

Premium Unlimited

Premium Unlimited is by far the best value, as it allows you to quote on projects of any amount. You also get a free listing in our Directory, where your profile, ratings and contact details will be displayed for all to see.

• Quote on all jobs
• Free listing in the MyHammer Directory
• A nationwide, customer endorsed profile and ratings
• Improved search engine ranking (Google, Yahoo, MSN)

*Please contact customer service to purchase contracts over 3 months. All contracts are payable up-front and are subject to VAT.

*3-6 month contracts must be cancelled 4 weeks (1 month) before contract end-date to prevent automatic renewal

*12-24 month contracts must be cancelled 3 months before contract end-date to prevent automatic renewal

Premium 250

Premium 250 allows you to quote and send your contact details for projects with a value of up to £250. You also get a free listing in our Directory, where your profile, ratings and contact details will be displayed to the general public.

• Quote on jobs up to a value of £250
• Premium listing in the MyHammer Directory
• A national, customer endorsed profile and ratings
• Improved search engine ranking (Google, Yahoo, MSN)

*Please contact customer service to purchase contracts over 3 months. All contracts are payable up-front and are subject to VAT.

*12-24 month contracts must be cancelled 3 months before contract end-date to prevent automatic renewal

FAQ

As a business to business (B2B) platform, MyHammer fees are shown without the applicable VAT rate.

• If you are VAT registered, you are not obliged to pay VAT for service fees.
• If you are not VAT registered, all fees you see are subject to VAT @19%.

VAT Registered Users

If you are VAT registered, we can remove VAT from any future MyHammer invoices automatically.

To do this, enter your VAT registration number in the following area of your user account:

-> My Account ->My Data ->My Profile (current data) ->VAT Number.

The VAT registration number is always a block of nine digits. Start with the country code GB for and then enter the 9 digits (block of 3, block of 4, block of 2 – e.g. GB999 9999 73).

To successfully exclude VAT from future invoices, please be sure to enter the VAT number in the correct format.

Non-VAT Registered Users

If you are not VAT registered, you can still use all the functions on MyHammer. You will, however, be charged 19% VAT on each service fee you are invoiced for. Each invoice will clearly show the fee amount and VAT amount due.

For example:

• Service fee is £10
• You click the button and agree to the fee.
• You will be invoiced for £11.90 (VAT is £1.90)

German VAT Rate

As a German business, we charge the German VAT rate which is currently at 19%. The good news is – the rate will not be going up any time soon!

FAQ

Refunds for quote fees are always credited to your user account, where you can use the credits for future invoices.

Basic Quotes & Success Fees

A success fee:

• Is charged only if you are awarded the job.
• Is set at 6% of the price of the job when awarded.
• Carries a minimum £2.50 charge.

Refunds

Nobody expects you to pay for a job that you didn’t do. In certain circumstances, a success fee can be refunded. This is done on a case-by-case basis.
For refunds, you must send customer service proof that the job was not carried out.

Proof of Job Cancellation

This can be any one of the following:

• An email or phone call to customer service from the job poster to confirm cancellation.
• Evidence from your user account that you made an effort to contact the job poster (more than once).
• Proof that you have contacted the job poster via email within 7 days of the invoice being generated (you can send this to us via email - must be an attachment. We cannot accept forwarded or copied text).
• Proof that you have contacted the job poster via telephone (you can email a scan of your phone bill with the customer’s phone number on it).

Featured Quotes/Buy Contact Details (Lead Fees)

These options allow you to contact a customer directly and discuss the job or arrange a site visit. If you are awarded the job make sure you remind the customer to go back to the site and award the job. There is no success fee if you have submitted a Featured Quote or bought contact details.

Conditions

• The fee is due immediately.
• It is not a guarantee that you will get the job.
• There is no success fee, so you can expect a much larger profit margin on the job.
• Fees are calculated based on rating, performance, partner status and time on the site.
• To select this option, run your mouse over the blue info symbol to see exactly what you are buying (phone number & email, or only email).
• With “Buy Contact Details” you can get rated without the success fee.

Refunds

There are no refunds for failed bids with Featured Quote/Buy Contact Details.
In certain cases, money may be refunded. For example:

• If a phone number you have purchased is not in service, or is not the job poster’s correct number (wrong number)
• If the contact details contain only an email address, and said address is not valid/in use

IMPORTANT: This is done only on a case-by-case basis and is subject to managerial review and a MyHammer test.

FAQ

Please inform your bank in advance that “MyHammer AG” will be debiting money from your account.

Current Payment Method

Under “My Account” -> “My Data” -> “Payment Options” you can see and change your current payment method as required.

If you would like to make changes, simply click on the link “Change Data” and a new page will open, where you can enter the new account information.

Change Payment Method

To change your payment method:

Step 1: Click on the desired payment method.
Step 2: Verify your choice by clicking on the “Save Payment Details” button.
Step 3: Fill out the form with the appropriate information and verify your changes.

• For credit card payment, a box will appear, where you can enter your card details.
• For the verification number, please enter the last three digits that are on/next to the signature strip on the back of the card.
• For payment with PayPal, a new page will open, where you can register.

FAQ

• Here, you will find all the data you entered when you registered.
• You can update your information at any time and can also change your password.
• To do this, go to “My Data” -> “Current Data” click on “Change Password.” Three boxes will appear. Enter your old password, then choose a new password and verify it.
• Click the “Save” button.

FAQ

MyHammer Partner Packages

• You can find information on MyHammer Partner Packages here.
• Compare the advantages and prices of the different packages before you decide.

Cancellation/Termination

To avoid automatic renewal:

• Contracts with a period of use between one month and six months must be terminated in writing (email) at least four weeks before contract end.
• Contracts for more than 6 months must be terminated in writing (email) with 3 months notice.

You can read the full terms for Premium Membership packages by clicking this link: Terms & Conditions for Additional Services

FAQ

Received

• On this page, you can see all your ratings – received and given.
• The number in brackets behind “Received” tells you how many times you have been evaluated by other users.
• Click on “Detailed Reviews” to view the comments and how many stars were awarded.

Pending

• As soon as you have been awarded a job, the review will appear in “My Reviews” -> “Pending”.
• Click on “Rate User” and the reviews page will open. Fill out the review, including your comments, in detail.

More information can be found under Submitting Reviews.

FAQ