Help and support

Contact us

Use our contact form. Tell us the email on your account and, if it is about a project or order, its name or number, so we can find it quickly. We reply to the email address you give us.

Payments and protection

You pay one stage of the work at a time. Kweele holds that money until you release the stage from the photos the pro posts, and only then is the pro paid. Nothing is released on a timer.

Materials you buy for a stage are paid to the supplier through Kweele, and the pro counts the delivery before you decide.

Our Refund policy explains when and how you get money back.

• Never pay a pro or a supplier outside Kweele. Money sent by WhatsApp, cash or a transfer is not protected, and we can’t get it back.
• Buyers pay the stage amount and nothing more. Kweele’s fee comes out of the pro’s side.

Something’s wrong with a job

When your pro asks you to release a stage, you’ll see their photos of the work. If something’s wrong, don’t release it: choose “Something’s wrong — open a dispute” on the web, or “Something’s not right” in the app, where you can also message the pro first. The money stays held while we look at the photos and messages and decide what’s fair: paid to the pro, refunded to you, or split.

If your pro hasn’t started or has stopped, and hasn’t asked you to release the stage, tell us through the contact form with the project and stage name. We’ll look into it, and while the money is still held we can refund the stage to your card.

Report or block someone

On the web, use the flag beside a message to report it, or open the menu at the top of the chat and choose Block conversation. On a pro’s profile or a product page you can report a review. In the Kweele app you can also report a whole chat or a pro’s profile. The person isn’t told who reported them, and our team reviews every report.

Your account

Change your name in the app under Profile → Your details, or on the web in Settings. Your phone number can be changed in the app.

Buyers and pros can delete their account in the app (Profile → Delete account) or on the web (Settings → Delete account). Suppliers, and anyone who can’t sign in, can ask us through the contact form. Read what we delete and what we keep at Delete your account.

Accessibility

If something on Kweele is hard to use with your screen reader, keyboard or other setup, tell us through the contact form. Our accessibility statement says what we’ve done and what isn’t right yet.