Welcome to our Help Centre!

Got a question? You’ll probably find the answer below. If you’re ever stuck, just ask Alfie or email alfie@heyalfie.com — we’re happy to help!

Bookings

Questions when it comes to making a booking with Alfie

What if none of the quotes fit my budget?

No problem! Just let us know — we’ll find more options that better suit your budget.

Are quotes final or can the price change?

Quotes are usually fixed. If any extra costs are necessary, we will always confirm any price changes before going ahead.

How do I look at my previous bookings?

Head to the ‘My Jobs’ section on the left side of the web app.

How do I pay for my booking?

Once the work’s done, we’ll send you an invoice and a secure payment link. We will require a partial payment upfront to secure your booking.

How do I leave a review for a contractor?

After your appointment, you’ll get a follow-up email inviting you to rate and review your contractor. Or you can email us anytime at alfie@heyalfie.com.

How do I leave a review for a contractor?

If you need to get in touch with them, just email alfie@heyalfie.com — we’ll handle it and keep you updated.

Are all quotes inclusive of VAT?

Yes — all our quotes include VAT unless we clearly state otherwise.

I’m not sure the service offered is right for me.

Not sure? No worries — just ask Alfie follow-up questions. The more details you give, the better we can tailor our recommendations. If you’ve already got a job spec, reply to that email or drop us a message at alfie@heyalfie.com.

How do I cancel or reschedule my visit?

Plans change — that’s okay! Email us at alfie@heyalfie.com, 24 hours before your appointment if possible, and we’ll reschedule for you. Heads up: late cancellations may incur a fee based on the tradesperson’s policy.

The tradesperson never arrived — what should I do?

We’re really sorry you’ve been let down. Email us at alfie@heyalfie.com with your availability and we’ll book another visit that works for you.

The contractor did a poor job — how do I complain?

We’re here to make this right. Email us at alfie@heyalfie.com with photos or videos of the work, plus your name and property address. We’ll sort it out with the contractor — and if the work still isn’t up to scratch, you’re covered up to £1000 under our Work Guarantee (T&Cs apply).

The contractor hasn’t fixed the work after I complained?

If it’s still not sorted, you’re protected by our Work Guarantee up to £1000. Please check the T&Cs and email us at alfie@heyalfie.com with your claim and any supporting info.

How do I know which quote or contractor to choose?

Our quotes show price ranges and explain what’s included. We only work with trusted contractors, so you’ll get great service whichever option you pick.

None of the dates offered work for me, can I request more options?

Just reply to our email with your availability. We’ll do our best to find a time that fits your schedule.

Accounts

Questions about setting up an account with Alfie

I’ve forgotten my password — how do I reset it?

Click ‘Forgot Password’ on the login page and follow the steps. Still stuck? Email us at alfie@heyalfie.com.

How do I change the email address on my account?

Go to the top right corner of the main page and click your profile icon. From there, you can update your email address.

How do I delete my account?

We’re sorry to see you go! To delete your account, email alfie@heyalfie.com with your name, email, mobile number, and a quick note about why you’re leaving.

How do I change my phone number?

Click your profile icon in the top right corner of the main page. You’ll be able to update your phone number there

How do I view my account activity or history?

Log in and head to your profile to see your activity and booking history. If you need more details, email us anytime at alfie@heyalfie.com.

How do I view my account activity or history?

If you would like to change your notifications settings, please email alfie@heyalfie.com. We are working on streamlining this process.

Can I have more than one account?

Yes! You are free to create a new account with another email address and property.

Property

Questions with setting up your property profile with Alfie

How do I change my address?

If you need to change your address, please email alfie@heyalfie.com with your full name, current address and the address you’d like us to amend it with. We are working on streamlining this process.

Can I manage multiple properties under one account?

You are only able to have one property per account in our current production stage. This will be changing down the line, but for now, you can create another account and add a different property to that one.

How do I add and remove appliances?

How do I update my uploaded documents?

How do I upload images?

While chatting with Alfie, click the attachment button at the bottom left of the chat box. Images help Alfie understand your issue better!

Technical

Technical questions you may have with Alfie

I haven’t received the password reset email.

Check your spam or junk folder. If it’s not there after 10 minutes, email us at alfie@heyalfie.com and we’ll help.

I can’t access my chat history.

Try logging out and back in. If that doesn’t work, email alfie@heyalfie.com and we’ll take a look.

Why can’t I log in?

Double-check your email and password. If you’ve forgotten your password, use ‘Forgot Password’. Still no luck? Email us at alfie@heyalfie.com.

The app or website isn’t loading — what should I do?

Try refreshing the page, clearing your cache, or using a different browser. Still stuck? Let us know at alfie@heyalfie.com.

I’m getting an error when uploading documents or images.

Make sure your files are the right size and format. The file must be a PDF, PNG, JPG, JPEG, WEBP, GIF, HEIC, or HEIF with a maximum file size of 20MB. If you’re still having trouble, email alfie@heyalfie.com with the details

Yes! Alfie is an AI trained to handle everything property-related.

Can I speak to a human?

Absolutely. Sometimes you just want a real person — email alfie@heyalfie.com and say you’d like to speak to a team member, and we’ll take it from there.

How do I report a bug, technical issue, or share feedback?

We love feedback — it helps us improve. Email us at alfie@heyalfie.com with as much info as possible.