Trust & Safety

How we keep both sides safe.

Yahso is built to protect owners AND providers. Here's exactly what we do and where our limits are.

Privacy by default

Providers see the neighbourhood + distance from a pin — never your full address — until they accept your job. Access details (buzzer, gate code, key location) unlock at acceptance and re-lock when the job is closed. Your phone number is masked with a Yahso proxy number; calls and texts are logged for both sides.

Provider verification

Every provider clears: trade license where required for their jurisdiction, proof of liability insurance with expiration date, third-party background check, and at least 2 references we call directly. Insurance is re-verified annually. The verified badge appears next to a provider's name only after all four are on file.

Funds held until you approve

When you Book, we authorize your card but do not charge it. Funds are held. The provider gets paid only after you mark the work approved. If you don't approve — because the work is incomplete, damaged, or not what you agreed to — the money stays with us until the dispute is resolved.

Cancellation policy

Owners can cancel free up to 2 hours before the scheduled start. Cancellations inside 2 hours are subject to a small trip fee that goes to the provider. Providers can cancel any time before starting the job — but frequent cancellations affect their rating and preferred-vendor eligibility.

Disputes + mediation

If either side flags a job, both sides can submit photos, notes, and any messaging history. Yahso records the issue, can adjust provider visibility or ratings, and helps both sides document what happened. Service payment disputes remain between owner and contractor unless future payment features are added.

Emergency disclaimer

Yahso is not a substitute for 911 or emergency services. For gas leaks, active fires, flooding threatening safety, or medical emergencies — call 911 first. Yahso can help you get a follow-up repair booked fast, but our fastest average response is ~30 minutes, which is not appropriate for life-safety issues.

Report a problem

Safety incident, harassment, discrimination, or a provider showing up impaired: tap Report on the job card or email trust@yahso.com. We investigate every report within one business day. Providers who violate policy are removed from the platform and reported to their licensing body where applicable.