KNOQ conduct guide
Safe messaging.
Fair conduct.
Clear expectations for households, businesses, trades and professionals arranging work through KNOQ.
During the trial, pay the professional directly.
Customers pay the professional for the agreed work. The professional handles invoices, receipts and collection. KNOQ charges neither side KNOQ fees during the initial trial.
Keep the agreed scope, price and customer acceptance recorded in KNOQ. Direct payment is the trial arrangement; it does not require cancelling or moving the agreed job out of KNOQ.
KNOQ does not process or verify the payment, hold money in escrow or manage refunds during this trial. Agree payment arrangements with the professional before committing. Read the trial and costs guide.
Do not pressure another person to misdescribe or falsely cancel agreed work. If the work or price changes, record the revised proposal and obtain the customer’s agreement before proceeding.
Only message when safely parked
Do not read, type or send KNOQ messages while driving or riding a vehicle, including while stopped in traffic or at traffic lights. Only use messaging when safely and legally parked. Do not ask another person to respond while they are driving. A professional who is travelling may not be able to reply until safely parked.
Follow applicable road rules at all times. An app message, arrival estimate or notification is not a reason to interact with your device while driving. Do not rely on KNOQ to detect whether your vehicle is moving or safely parked.
Reporting and fair treatment
As we prepare KNOQ, one expectation applies equally to households, businesses and independent professionals: treat people with respect. Harassment, discrimination, threats, deception and unsafe conduct have no place in the marketplace we are building.
If someone pressures you to misdescribe or falsely cancel agreed work, contact KNOQ support. Paying the professional directly as agreed for the initial trial is not a reason to report someone. You may still stop a visit or cancel where permitted by the applicable terms and your rights. A report or cancellation is not, by itself, proof that either participant has breached these rules.
Cancellation, fee and refund outcomes are assessed under the applicable cancellation and payment terms and any rights that cannot be excluded. These conduct rules do not create a new cancellation fee, automatic forfeiture or blanket refusal of a refund. Any restriction or other enforcement action must follow KNOQ's applicable conduct and review process.
Agree the work before the booking.
The eligible professional proposes the scope, price and timing. The customer explicitly accepts that proposal to confirm the booking. Only then is the exact service address shared with that professional. Sending a request or discussing the job alone does not confirm a booking.
An assessment visit needs its own agreed scope, timing and clearly stated fee, including whether it is free. Accepting an assessment does not authorise repairs; further work needs a separate proposal and agreement.
Earlier conduct wording
The fixed conduct edition published on 12 September 2026 includes wording about keeping payments in KNOQ and proposed professional acknowledgements. That payment wording describes the wider planned model; it should not be read as banning the direct-payment arrangement for this initial trial.
Any later KNOQ fees or payment process will be explained before a new choice is required. The earlier edition remains unchanged. This page does not collect an acknowledgement or activate new terms.