Code of conduct

Last updated: 13th October 2026 · Version 1.0

It applies to customers and tradeswomen, and to everything you do on the site: profiles, enquiries, messages, reviews and reports.

It sits alongside our Terms of Use and Privacy Policy. If you ever feel unsafe or unsure, our Safety Centre has practical advice.

Our principles

• Respect. Treat everyone as you would want to be treated. Courtesy costs nothing.
• Honesty. Say what is true, about yourself, your work, your experience and your reviews.
• Safety first. Look after your own safety and other people's. Safety comes before speed, price and convenience.
• Fairness. Everyone gets a fair hearing, including when something goes wrong.

For everyone

You must not:

• Harass, bully, threaten, intimidate or abuse anyone, on or off the site
• Discriminate against or demean anyone because of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex or sexual orientation
• Send sexual, suggestive or unwelcome personal messages
• Share anyone else's personal information (such as their address, phone number or photos) without their permission
• Pretend to be someone else, or create more than one account to get around a decision we have made
• Post anything illegal, or anything that encourages or helps others to break the law
• Send spam, adverts or messages unrelated to a genuine enquiry
• Try to access other people's accounts or data, or interfere with how the site works
• Use the site for anything other than finding or offering genuine trade services

For customers

When you send an enquiry or use Rose & Hammer, we ask that you:

• Be clear and realistic. Describe the job accurately, including anything that might affect it, such as access, age of the property or the condition of the vehicle.
• Respect her time. Only send enquiries you genuinely intend to follow up. Let her know if your plans change, and withdraw enquiries you no longer need.
• Respect her decision. A tradeswoman can decline any enquiry without giving a reason. Please don't pressure her or contact her elsewhere after she has said no.
• Keep contact details for their intended purpose. If she shares her phone number or email with you, use them only to arrange the work you enquired about.
• Agree things clearly. Get the scope, price, timing and payment terms agreed in writing before work starts. Rose & Hammer does not handle payments or contracts.
• Behave safely on site. Be present and courteous when she visits your home or vehicle. If you are arranging a pre-purchase car inspection, arrange to view the car in daylight at a suitable place, and make sure the seller knows she is coming.
• Review honestly. Only review work you have genuinely experienced, and describe it fairly. Never offer or accept payment or favours in return for a review, and never threaten to leave a bad review to get a discount or a change.

For tradeswomen

When you list your services on Rose & Hammer, we ask that you:

• Be accurate. Your profile, qualifications, experience, photos and service area must be true and your own. Only show work you carried out yourself or as part of your own team.
• Keep your documents current. Keep your insurance in date, tell us promptly if your qualifications, registrations or business details change, and upload renewed certificates when asked.
• Never overstate your credentials. Don't claim registrations, accreditations or insurance you don't hold. Our "Verified" badge shows only what we have checked.
• Respond promptly and politely. Reply to enquiries within a reasonable time. If you can't take a job, decline kindly. If you are unavailable for a while, update your listing.
• Be upfront about the work. Give clear information about price, timing, what is included and any limitations. Make sure you are qualified, registered and insured for the work you agree to do, including any work that legally requires specific registration.
• Treat customers and their property with care. Work safely, tidy up, and be honest about any problems that arise.
• Look after yourself. Follow the safety guidance in our Safety Centre. You can decline, block and report at any time.
• Reply to reviews professionally. Respond calmly and factually. Don't reveal a customer's personal information, argue in public or retaliate.
• Don't take safety checks off-platform. Don't use Rose & Hammer to find customers and then try to avoid our verification, review or safety processes.

Reviews

Reviews help women make good choices, so they need to be trustworthy.

• Reviews can only be written by customers who have had an accepted enquiry with that tradeswoman.
• Reviews must be about the work and the service, based on the reviewer's own genuine experience.
• Fake reviews, paid or incentivised reviews, reviews written by the tradeswoman or her friends, family or colleagues, and attempts to remove or manipulate reviews are not allowed. We may remove reviews and take action against accounts involved.
• Reviews must not include personal information, abuse, discriminatory remarks or threats.
• We review content that is reported or flagged and may ask a reviewer to edit their review. We do not change the wording of reviews ourselves, and we do not remove reviews just because they are critical.

Reporting a problem

If something goes wrong, tell us. You can report a listing, an enquiry, a message, a review or a person using the Report button, or by emailing hello@roseandhammer.co.uk.

• If anyone is in immediate danger, call 999. For non-emergency police advice, call 101.
• Reports are treated seriously and, where possible, confidentially. We never tell the person you reported who made the report.
• You can also block anyone at any time. They won't be told.

Reporting something in good faith will never count against you.

What happens if the Code is broken

We look at each case fairly and in proportion. Depending on what has happened, we may:

• Give a reminder or a formal warning
• Ask you to remove or change content
• Remove a review, a photo or other content
• Temporarily suspend a listing or an account
• Permanently remove a listing or an account
• Where appropriate, report the matter to the police or another authority

We may act straight away, without warning, where there is a risk to someone's safety or where the behaviour is serious, such as threats, harassment, fraud or false credentials.

Appeals. If you think we have got a decision wrong, you can appeal from your account or by emailing hello@roseandhammer.co.uk within 28 days. Someone who was not involved in the original decision will look at it again where possible, and we will tell you the outcome and our reasons.

Our commitments to you

• We check the identity, qualifications and insurance of every tradeswoman before her listing goes live, and we are clear about what that does and doesn't cover.
• We keep tradeswomen's and customers' contact details private until a tradeswoman chooses to share hers.
• We review reports promptly and treat them fairly.
• We listen, and we will keep improving this Code and the site.

Questions

If you aren't sure whether something is allowed, ask us: hello@roseandhammer.co.uk.

Rose & Hammer is owned and run by The Women's Auto Academy Ltd.