Hero24 logo
Hero24 logo

Search services and categories…

⌘K
Sign inJoin as Hero

Repairs and installations guide

Installations and repairs go faster when the hero knows the device, the space and the problem before arriving. Here is what to tell, prepare and check.

Before, during and after

Before

  • Give the make and model, and add photos of the device, its rating plate and the space around it.
  • Describe the problem: what happens, since when, and any error code.
  • Make sure the hero can reach the water shut-off valve or the electrical panel.
  • If you already have the new device or the spare part, say so in the booking.

During

  • Clear the space around the device so the hero can work.
  • If parts are needed, the hero asks in the app first, and they are added only after you approve them.
  • Ask the hero to show what was done and how to use the device.

After

  • Test that everything works: no leaks, the device starts, the fuse holds.
  • Your receipt is in the app. Keep it for any warranty questions.
  • If the same fault comes back, report it in the app.

Tips

  • If something leaks or sparks, turn off the water or the power before the hero arrives.
  • For a leak or a blockage, request a quote: the hero sees your photos and prices the work.
  • Check the device's installation requirements, such as space and connections, before you buy it.

How pricing works

  • Hourly services: you pay for the time actually worked, at least the minimum shown on the service, then per started half hour. Unused booked time is refunded.
  • Fixed-price services: the price is fixed for the job as described.
  • Area-based services: the price is the area in square metres times the rate per m².
  • Quote requests: heroes send quotes, and nothing is booked or charged until you accept one.
  • In every case, extra time, work or materials are added only after you approve them in the app.

Frequently asked questions

Is the price hourly or fixed?

It depends on the service. Installations and service visits are mostly hourly, some maintenance has a fixed price, and repairs whose extent is not known in advance are quoted. Each service page shows which applies.

How do I get a price for a leak or a blockage?

Request a quote. Describe the problem and add photos: a hero sends a quote with the price, and the work is booked only when you accept it.

What if parts are needed?

The hero asks first in the app. The cost of parts is added only after you approve it.

What if the job takes longer than I booked?

The hero asks for extra time in the app and you decide. Nothing is added without your approval, and booked time that is not used is refunded.

Can I cancel my booking?

Yes. If no hero has accepted it yet, you get everything back. After that, cancelling more than 48 hours before the start refunds 75% and later 50%; nothing is refunded once the hero has set off. As a consumer you can also withdraw free of charge within 14 days of ordering, as long as the hero has not set off. This right does not cover removals and transport tied to an agreed date.

Services in this guide