The Good Neighbour Guarantee
Trust is at the heart of every great neighbourhood. That’s why every Pro on Quartermaster is vetted before they join, every job booked through the platform is backed by the Good Neighbour Guarantee, and every homeowner and Pro has access to fair support if a dispute arises. It’s how we help great work happen with confidence.
Because a trusted community
benefits everyone
The Good Neighbour Guarantee doesn’t just protect homeowners, it helps create a community where trust comes first. By holding homeowners and Pros to the same high standards, Quartermaster rewards great work, encourages accountability, and gives everyone the confidence to participate. And if something doesn’t go according to plan, we’ll work with both sides to reach a fair and reasonable resolution.
Hire with confidence
Every Pro on Quartermaster earns their place through trusted homeowner referrals and a thorough verification process. From there, the Good Neighbour Guarantee gives you confidence before, during, and after every eligible job.
We vet every pro
Before a Pro can work through Quartermaster, we verify their trade licences, complete criminal and credit checks, and confirm they carry the appropriate liability insurance.
- Up to date trade licenses
- Criminal background check
- Credit check
- $2M liability insurance*
* Not required for Small Job Pros
We back every job
If a Pro's work is incomplete, not up to standard, or not done at all, the Good Neighbour Guarantee steps in to fix the problem, and if we can't fix it, we'll compensate you for up to $2,500.
We support every customer
From the moment you book to the moment a job is complete, our support team is here. If questions, misunderstandings, or disputes arise, our support team is here to help both homeowners and Pros reach a fair resolution.
What if something doesn’t go according to plan?
Talk to your Pro first
Most issues are best sorted directly. Pros on Quartermaster take pride in their work. Communicate directly through our platform, and give them a fair chance to make it right.
Reach out to us
If you can’t resolve it directly, contact our support team by submitting a claim. We’ll help mediate the situation and find a fair path forward.
We’ll take it from there
We review every claim carefully. If the claim has merit, we may offer to arrange to repair the work or provide compensation up to $2,500.
Common questions about the Good Neighbour Guarantee
Does every job qualify?
The Good Neighbour Guarantee applies to eligible jobs that are booked and paid for through Quartermaster. Some services, project types, and booking methods may not qualify. See our full terms and conditions for complete eligibility details.
What isn’t covered?
The Good Neighbour Guarantee is designed to address issues such as incomplete work, workmanship that falls below our community standards, or work that isn’t completed at all. It doesn’t cover things like changes in project scope, normal wear and tear, or circumstances outside the Pro’s control. Full exclusions are outlined in our complete policy.
When can I make a claim?
If you’ve been unable to resolve an issue directly with your Pro, you can submit a claim after the work has been completed — or if the work has been abandoned. Claims should be submitted as soon as reasonably possible after the issue is identified.
How do I submit my claim?
Complete our online claim form and include any relevant details, photos, invoices, or communication that will help us understand what happened. Our team will review your submission and guide you through the next steps.
What happens during an investigation?
We’ll review the information provided by both the homeowner and the Pro, along with any supporting documentation. Our goal is to understand what happened, encourage a fair resolution where possible, and determine whether the claim qualifies under the Good Neighbour Guarantee.
What happens to a Pro if a claim is made?
Submitting a claim doesn’t mean a Pro has done anything wrong. Every claim is reviewed fairly, and Pros have the opportunity to respond before any decision is made. Most issues can be resolved through communication, and our goal is always to reach a fair outcome for everyone involved.
