Answers to common questions from service providers on the NestHappy platform.
Sign up as a Service Provider, complete your profile, pay the one-off registration fee, complete identity and right-to-work verification through our partner TrustID, and set up your Stripe Connect account so you can receive payouts. Once those steps are complete you can start accepting bookings.
The registration fee covers third-party identity verification, right-to-work verification and, if selected, a basic DBS check. These costs are paid to our verification partners and are non-refundable, even if you decide not to continue or do not pass a check.
A valid photo ID (such as a passport or UK driving licence), a recent selfie for liveness verification, proof of right to work in the UK and, where applicable, a valid Public Liability Insurance certificate. If you are providing childcare or care-related services a DBS check is also required.
NestHappy charges a tiered commission on each completed booking. Standard tier is 20%, Trusted tier is 18% and Elite tier is 15%. Commission is automatically deducted before your payout is released. Repeat-booking incentives can reduce your commission further by 2% when a customer rebooks you within 14 days.
Once a booking is marked complete and the customer confirms the service, the payment (minus commission) is credited to your in-app wallet. You can withdraw funds from your wallet to your linked bank account via Stripe Connect at any time. Processing times depend on Stripe and your bank.
Tiers (Standard, Trusted, Elite) are evaluated automatically based on your completed bookings, average rating, cancellation rate and recency of activity. Higher tiers reduce your commission and improve your search ranking on the platform.
If a customer cancels more than 24 hours before the booking, they receive a full refund. Between 4 and 24 hours, a 50% retention may be paid to you to cover reserved time. Less than 4 hours before, no refund is given to the customer and the payment is released to you. Full details are in the Cancellation & Refund Policy.
Cancel from your Bookings screen as soon as possible. NestHappy will try to find a replacement provider or offer the customer a full refund. Repeated provider cancellations can affect your rating, tier and ranking, so please cancel only when genuinely unavoidable.
Yes, where applicable to your service. You must upload a valid insurance certificate and keep it up to date. We automatically track expiry dates — if your insurance expires, your account will be paused from accepting new bookings until you upload a renewed certificate.
No. All bookings introduced through NestHappy must be paid through the platform. Attempting to take customers off-platform may result in suspension or permanent removal from the marketplace.
Customers can review and rate you after a completed booking. Your average rating affects your tier, search ranking and platform trust indicators. Consistently low ratings can lead to account review, restriction or removal.
If your identity, right-to-work or DBS verification fails, you'll be notified on your dashboard. You can submit a reapplication request and, if approved, a new verification link will be issued. Registration fees remain non-refundable.
For account, payment or booking issues, email support@nesthappy.co.uk. Our support team will get back to you as soon as possible.