Whether you book with Homingo or work through it, this is how to reach a person.
In the app: Account → Help & Support, or the support option on the booking itself.
Raising it from the booking attaches the booking to your message, so nobody has to ask which visit you mean. It is the difference between one reply and three.
Write from the email or phone number on your account, and include your
booking number - it looks like HB-2026-000123
and is on the booking screen and on your invoice.
We answer within one working day. A safety matter is answered first, whatever else is in the queue.
| If | Then |
|---|---|
| A professional has not arrived, or the job is not going right | Raise it from the booking while it is live - that reaches the ops desk watching bookings in progress, not a general inbox. |
| You were charged wrongly, or a refund has not landed | Email with the booking number. Refunds are returned to the original payment method and can take a few working days to appear after we send them. |
| Something felt unsafe | Use the “I don't feel safe” button in the app. It is not an ordinary ticket - it goes to a separate queue that is watched, and it carries your location with it. |
| You are a professional or rider with a question about pay, documents or your account | Help & Support in the worker app, or the same email address. |
If something has not been resolved to your satisfaction, write to the same address with “Grievance” in the subject and it will be escalated rather than answered from the queue.