Help centre
Support
We aim to reply to all enquiries within one working day (Mon–Fri, 9am–6pm).
Email support
For account help, refunds, complaints, and anything else.
Frequently asked questions
I forgot my PIN — how do I get it again?
Email us at hello@thecommunitypool.co.uk with your road name and postcode. We'll verify your address and resend your PIN within 24 hours.
My road isn't in the app yet. Can I join?
Use the "Request your road" option inside the app, or email us. We review every request and aim to enrol new roads within 2–4 weeks. We'll post PINs through every door once your road is live.
How do I cancel a subscription?
Go to Settings → Subscriptions inside the app and tap Cancel for the service you'd like to stop. Cancellations take effect at the end of your current billing month.
A service wasn't delivered — how do I get a refund?
Contact us at hello@thecommunitypool.co.uk within 7 days of the missed service. We'll investigate and issue a pro-rata refund where applicable.
How do I contact Marcus / Chef Priya / Dan?
Open the app and tap the worker's card on the Home screen to open a direct chat. Messages are responded to during their working hours.
I have a complaint about a service provider.
Email hello@thecommunitypool.co.uk with details and we'll investigate within 2 working days. All providers are held to a code of conduct.
How do I delete my account and data?
Email hello@thecommunitypool.co.uk with the subject "Account deletion request". We'll delete your data within 30 days, as per our Privacy Policy.
The app isn't working — what should I do?
Try closing and reopening the app. If the problem persists, force-quit and relaunch. Still broken? Email hello@thecommunitypool.co.uk with your device model and a description of the issue.