Community and review rules

Version 1.0 · Last updated 19 October 2026

Graftr is for real people with real jobs. These rules keep it that way. They apply to everyone: customers, tradespeople and visitors.

1. What is not allowed

• Anything illegal, including threats, harassment, hate, scams, fraud, or content showing child abuse (we report that to the police).
• Nudity, graphic violence, or anything sexual.
• Other people's private information (phone numbers, addresses, number plates, faces) shown without permission. Tradespeople: do not post images where a customer or a child can be identified.
• Photos or videos that are not your own work. No stock photos. No work passed off as yours.
• False claims about qualifications, insurance, licences, or "Gas Safe", "NICEIC" style membership you do not hold.
• Contact details in public text: phone numbers, emails, websites or QR codes in captions or your public page, or asking customers to leave Graftr to avoid fees.
• Spam, adverts for other services, or repeated duplicate posts.
• Abusive or discriminatory messages to anyone.
• Trying to break, copy or overload the service, or to get at other people's data.

2. Tradesperson posts and photos

• Before posting work you confirm you have the customer's permission and that no customer is identifiable. Customer addresses, house numbers and faces must not appear.
• Before and after photos must show the same job and not be edited to mislead.
• Videos: up to 60 seconds.
• We may hide or remove content that breaks these rules, and tell you why.

3. Reviews

Who can review. Only the customer of a job that the tradesperson has marked complete in Graftr. Each job can have one review. We send the invitation to the customer's own contact details. We do not accept reviews from anyone else.

What a review is. A star rating (1 to 5), an optional comment and the customer's first name. It is the customer's honest opinion of their own experience.

What is not allowed in reviews. Fake reviews; reviews written by or for the tradesperson, their family, friends, staff or a competitor; reviews in exchange for money, gifts, discounts or any reward; reviews that are threats or abuse; reviews containing private information; reviews about a job that did not happen.

For tradespeople: you may not write, buy or ask for fake reviews, pay or reward customers for reviews, put pressure on customers to leave or take down a review, or ask us to remove a review just because it is negative. Offering a tip or discount in exchange for a good review is banned.

How we keep reviews real.

• Reviews can only come through a private link tied to a completed job.
• We look for odd patterns, for example many five-star reviews for one business in a short time, repeat reviews from the same device, reviews at odd times after a job.
• We do not let the tradesperson see a review before it is published, and we do not let them delete it.
• We treat reviews the same whether or not a business has any other dealings with us. We do not hide or delay bad reviews.
• A review request message never offers anything in return.
• Tips are offered only after the review step, and never change the review.
• We keep a record of removed reviews and why.

When we remove a review. If it breaks these rules, we remove it and tell the writer and the tradesperson why. A review is not removed just because it is critical. If a review is removed we do not count it in the rating.

Reporting a review. Tap Report under the review, or email reports@graftrhq.com. Say why. We look within 2 working days.

4. Reporting content or people

Everyone: public posts on Discover and every review have a Report button. On Discover you can also hide a business so you no longer see its work. You can also email reports@graftrhq.com.

What happens next:

1. We confirm we have it.
2. We look at it, usually within 24 hours, and always within 3 working days.
3. We may remove it, ask the person to fix it, restrict the account, or take no action.
4. We tell you the outcome where we can.
5. For anything involving child safety or serious crime we report to the police or the relevant authority at once.

Stopping contact. Customers can stop messages by closing the link or replying STOP on WhatsApp. If someone is abusive to you, tell us.

Appeals. If your content was removed or your account limited and you think we got it wrong, email support@graftrhq.com within 30 days. A different person will look again.

5. Safety and false statements

• Do not give or ask for advice on dangerous work you are not qualified to do (gas, electrics). Tradespeople must hold the qualifications the law needs for the work they offer.
• If you believe someone is in danger, call 999.

6. What we may do

We may remove content, limit features, suspend or close an account, or tell the authorities if these rules or the law are broken. We explain why unless the law stops us. See the terms for tradespeople for the process.