Straight answers, with the numbers in them.
Every answer below is a rule the app enforces, not a promise about how we hope things go. If yours is not here, write to us and a person will answer it.
Working as a pro? Your answers are at the support page for pros.
Your arrival window
When is my pro going to arrive?
You get one exact 2-hour arrival window, and it is confirmed the moment a pro accepts your job. Arrival windows fall between 8am and 8pm, so the latest one of the day is 6 to 8pm.
Why is the arrival window 2 hours?
Because 2 hours is a range a pro can commit to. It is not an estimate that drifts as their day fills up. The pro picks and confirms that exact arrival window at the moment they accept your job, and it is locked from then on.
Can my appointment change after it is booked?
Only with your approval. A same-day shift of the confirmed arrival window by up to 2 hours is an Adjust Arrival. Anything larger, including a move to a different day, is a Reschedule. Both of them require your explicit approval before your appointment changes.
How do I know my pro is on the way?
Your pro can go en route starting 2 hours before your arrival window opens, and you see it in the app the moment they do.
Quotes and payment
How do I find out what the repair will cost?
Your pro looks at the problem first, then shares their findings and a written quote on site. Nothing gets fixed until you approve that quote. If you decline it, you pay the service fee for the visit and nothing toward the repair.
When is my card actually charged?
We authorize your card when you approve the quote, and charge it when the work is complete. Your pro is not paid until you confirm the job is done.
Cancelling
What does it cost to cancel?
Cancelling is free the whole time we are still finding your pro, and free at any point before you confirm payment. Once you have confirmed payment, the cost depends on how close you are to your arrival window.
| When you cancel | What it costs |
|---|---|
| While we are still finding your pro | Free |
| Any time before you confirm payment | Free |
| More than 24 hours before your arrival window | Free |
| Between 24 and 2 hours before your arrival window | 50 percent of the authorized service fee |
| Less than 2 hours before your arrival window | 80 percent of the authorized service fee |
Can I cancel once my pro is en route?
No. Once your pro is en route they are on the road for you, so the cancel option closes. The way out at that point is to let them arrive, hear what they found, and decline the quote. You pay the service fee for the visit and nothing toward the repair.
Your pro
Who is coming to my house?
A company that works the trade your job needs. Every pro on Duably submits a state license for the trade they work, plus proof of insurance, before they can accept any job. A license for one trade only opens jobs in that trade.
You do not have to take our word for it. Check any Utah license yourself at the state license lookup.
Where Duably works
Is Duably available where I live?
Duably is available in most of Utah today and opens city by city. The ZIP check on the homepage gives you the live answer for your street rather than a list that goes stale.
If we are not on your street yet, leave your email there and you get two emails from us and nothing else: one confirming we have you, and one on the day we open your area.
If your question is about a charge, email us first at support@duably.com with the job it belongs to. We can see the quote you approved, the amount, and the receipt, so we answer most charge questions in one reply.