Guidance and support
Search booking, safety, communication, account and marketplace guidance.
Understand the marketplace relationship between customers, businesses and independent providers.
OneGo provides the technology used to request, discover, book and communicate with independent providers.
OneGo is not the employer of providers and does not directly deliver care, childcare or cleaning services.
A direct service arrangement is formed between the customer or organisation and the independent provider who accepts the booking.
What happens after an independent provider accepts your request.
The booking moves into the accepted stage and the provider can access the service details needed to attend.
Booking messaging, live status and Safety Toolkit links become available to authorised participants.
Use the booking Activity page to view the current status and recorded timeline.
Open related pageHow rescheduling requests and cancellations are recorded.
A changed schedule may require the accepted provider to approve the new date or time.
The existing reservation remains protected while a rescheduling request is pending.
Cancelled bookings stay in activity and audit history; they are not silently deleted.
Payments and refunds remain outside this workflow while payment processing is disabled.
Open related pageWhat happens when an accepted provider reports that they cannot attend.
The provider is removed from the active assignment and the booking can return to the replacement queue.
The former provider conversation is locked pending trusted archiving.
The customer is notified and the booking history records the cancellation reason and replacement status.
Use the Safety Toolkit first when immediate support or emergency action may be needed.
Open the booking Safety Toolkit from the booking tracker, messages or Activity page.
For immediate danger, contact the appropriate emergency service rather than waiting for a support-case reply.
A support case can be created afterwards to preserve evidence and request marketplace investigation.
Open related pageHow to flag inappropriate booking-chat content.
Open the booking conversation, select the message menu and choose Report.
The reported message remains available to authorised support reviewers and is not silently deleted.
Create a support case when you need to add broader context, evidence or a formal complaint.
Open related pageRaise a review dispute when you believe a published review breaches the platform rules.
Select Review dispute when opening a support case.
Include the booking reference, the review being challenged and a factual explanation.
Support may review whether the content breaches platform rules; disagreement alone does not guarantee removal.
Where independent providers can see document statuses and request help.
Use the provider compliance page to view pending, approved, rejected and expiring documents.
A support case can be opened for a document that appears incorrect or for a verification process problem.
Support cannot represent that a document is legally verified until the authorised review process is completed.
Open related pageLink organisation cases to the relevant booking, location or department.
Authorised organisation users can create booking-related or general business support cases.
Include the booking reference, business location and department where relevant.
Internal organisation information is visible only to authorised case participants and support administrators.
Open related pageWhat each support-case stage means.
Open means the case has been created.
Awaiting support means a support response is required.
Awaiting customer or provider means more information is required from that participant.
Under investigation or Escalated means the case is being reviewed.
Resolved means a decision has been recorded. Eligible cases may be reopened for further review.
Closed means the case is complete and retained in history.
Create a private support case and link it to the relevant booking where possible.
For immediate danger, use the appropriate emergency service. OneGo support cases are not an emergency-response channel.