Frequently Asked Questions (FAQs)

Expertible is a fully virtual service, offering video call consultations instead of in-person visits. Session lengths are dependant upon the topic selected. Your Expertible will review the information you have provided about your issue followed by a 30 or 45 minute video call allowing your Expertible to get to grips with the specifics. This approach keeps our Expertibles both affordable and accessible. Consultations can often be booked as soon as the next day, with many experts available outside traditional working hours for added flexibility.

For more details see our 'How it Works' page.

Consultation costs depend on the length of the session required for your query, with fixed pricing across all our highly experieinced Expertibles. A review of information provided followed by a 45-minute video-call session costs £145 (inc VAT) and a review followed by a 30 minute video-call session is £115 (inc VAT).

Payment is required at booking, but you can cancel or reschedule directly through the online portal up to 24 hours before the session for a full refund.

We feel the best way to capture the discussions and guidance provided by your Expertible is to record the session. Recordings are stored for two months and can be viewed or downloaded at anytime during this period via the 'Completed' tab in your 'Consultation Log'. Simply find the consultation, click 'View Details', and navigate to the recordings section at the bottom.

Signing up is quick and simple, requiring just a few details. We’ll ask a couple of basic questions about you and your property needs and gather more information when you book a consultation.

You can update your personal and property details in the 'Property Profile' section of your account. Here, you can also upload a personal profile photo and images of your property to help Expertibles better understand your unique circumstances. The more information and detail you add to your Property Profile, the fewer questions your Expertible will need to ask during your video session so they can maximise time providing their expertise.

Top Tip: Be sure to click 'update' after uploading a new profile photo to save changes.

Your 'Consultation Log' displays all your sessions, divided into 'Upcoming' (booked but not yet occurred) and 'Completed' (past or cancelled).

From the 'Upcoming' section, you can cancel, reschedule, or update the consultation information (the supporting information for the session). In the 'Completed' section, you can view past session details, access recordings, and quickly rebook the same Expertible for follow-ups or additional advice in a similar area.

We understand that plans can change. Expertible consultations can be cancelled or rescheduled up to 24 hours before the start time for a full refund.

Cancellations within 24 hours or missed consultations are non-refundable, as Expertibles cannot typically reallocate their time.

To cancel or reschedule, click the relevant button for the consultation in your 'Consultation Log' and follow the on-screen prompts.

In the rare event an Expertible is unable to attend, you will be notified promptly and offered the choice to rebook or receive a full refund.

The 'Our Expertise' page outlines the areas covered by our Expertibles. Click on a category to view a list of recommended experts, where you can browse their experience, qualifications, and watch an introductory video to find the best fit for your needs.

We’re continuously onboarding new Expertibles and expanding our services, so if you don’t find what you need now, check back soon.

We only display Expertibles with available sessions you can book. If you don't see the expert you're looking for, check back in a few days to see if they've added more availability.

Once you've selected the perfect Expertible, click 'book' to view their availability calendar.

As many of our Expertibles are leaders in their fields, they may book up quickly or have limited availability. If you can't find a suitable slot, try another expert or check back in a few days for more availability.

To get the most out of your Expertible consultation, ensure your expert has the correct information to review your issue in plenty of time before the call.

At the time of booking, you can provide details via the supporting information form that appears after payment. This allows you to describe your issue and the desired outcome. You can also attach files and images (up to max 10MB per file) to help your Expertible understand the issue. We recommend limiting uploads to pictures, short videos, common document types, and PDFs for easy viewing. Providing information that is both comprehesive and specific to the issue in question will help your Expertible to efficiently prepare prior to the video session.

We find the most productive consultations have a clearly defined outcome and are supported by concise, comprehensive information about the issue.

If you don’t have all the information at booking, you can add or update it later through your 'Consultation Log'. Providing the requested information early helps your Expertible prepare effectively. Please submit it at least 24 hours before your consultation to give your Expertible the opportunity to review and seek further supporting information if needed prior to the video-call session.

The Expertible platform ensures both you and your Expertible are fully prepared for your consultation. On top of the information you provided at booking, your Expertible can request additional information or ask questions beforehand via the Expertible portal. If they do, you’ll receive an email confirmation detailing their request.

To respond or upload requested files, go to the consultation in your account's "Consultation Log" and click "View Details." From there, you can reply and share documents.

We ask Expertibles to raise questions at least 24 hours before your consultation to give you time to respond. However, for next-day bookings or cases where the initial consultation info has been provided late, requests may come closer to the consultation time.

Before your consultation, to ensure a smooth and productive consultation follow these practical steps:

Charge your device: Use a tablet or phone to easily show your Expertible the issue. Ensure your device is fully charged to avoid interruptions.

Check your device compatibility: Whilst our platform has been built to work with all common browsers and devices, you can use this tool to test your video and audio settings. Simply click the green 'start' button in the top right and follow the onscreen prompts.

Check your internet speed: Test your connection in areas your Expertible may need to see, as speeds can vary, especially in lofts, basements or outside the house. A minimum of 3 Mbps is recommended. Running a speed test whilst your device is located in these areas will provide confidence your connection is sufficient.

Ensure suitable lighting: Ensure any areas you might show your Expertible are well-lit. Some devices won't allow you to use their integrated lights during calls, so have an external light source ready if needed.

We understand that plans can change. Expertible consultations can be canceled or rescheduled up to 24 hours before the start time for a full refund.

Cancellations within 24 hours or missed consultations are non-refundable, as Expertibles cannot typically reallocate their time. To avoid missed consultations we will send you reminder emails at both 24hrs and 10mins before your consultation.

To cancel or reschedule, click the relevant button for the consultation in your 'Consultation Log' and follow the on-screen prompts.

On rare occasions, an Expertible may need to reschedule a pre-booked consultation. Our Expertibles are highly professional, but very occasionally, circumstances may mean they need to change things at short notice.

If this happens, you’ll receive an email notification, and the consultation status will update to "Reschedule Required." To reschedule, log in to your account, go to the 'Consultation Log' and click the 'Reschedule' button. You’ll be directed to the Expertible’s booking diary to select a new time. Terms and Conditions must be re-accepted, but no additional payment is required.

If rescheduling isn’t suitable, or the consultation is no longer needed, you can cancel for a full refund—even if it’s within 24 hours of the consultation. To cancel, click the 'Cancellation' button and follow the prompts, ignoring refund warnings if applicable.

Cancelling unused appointments helps Expertibles manage their schedules, so we encourage this if you no longer need the slot. However, if no action is taken before the consultation time, the consultation fee will automatically be refunded.

Your calls are managed on the Expertible platform via our video calling interface.

Five minutes before your call, a countdown banner will appear on the 'View Details' page for that consultation. At the scheduled time, your Expertible will join and the banner will display a 'Join Call' button for you to start the session.

Top Tip: If the countdown doesn’t appear, try refreshing your browser or navigating to another menu and returning to the 'View Details' page. If the issue persists or the call fails to connect, contact us at support@expertible.com.

Once connected, you’ll see a simple video calling interface. If you're on a mobile or tablet device, your Expertible’s feed will fill the main screen, with your own feed in a smaller inset. The distraction free design includes only two options: end the call (red handset icon) and switch cameras (reverse arrows icon).

To foster a productive, personal connection, we don’t offer options to disable audio or video. If you face a distraction or internet issue, you can hang up, address it, and rejoin the call via the ‘Join Call’ button, which remains active throughout the consultation. If the call drops, return to the ‘View Details’ page and click ‘Join Call’ again—your Expertible will be waiting.

Calls are recorded for the entire duration your Expertible is connected, but your audio and video are only recorded while you’re on the call. Note that disconnecting and rejoining may result in multiple video files for later review.

Good To Know: Calls will automatically disconnect at the stated consultation end time and Expertibles can't alter this. Your Expertible will help manage your consultation time to get the most out of it, however if you think your issue is particularly complex why not consider booking two slots, one after another.

We take pride in the quality of our Expertibles and their consultations. If you’re unable to join your call, or a delay materially affects the consultation, due to an issue with an Expertible or the platform, then your consultation fee will be refunded. Minor issues are handled case-by-case and if you are not happy with the quality of your consultation please contact us at support@expertible.com.

Note that refunds will not be issued for consultations affected by client-side connectivity issues, such as internet speed.

All consultations are recorded for your convenience, allowing you to review the guidance provided by your Expertible. The recording will be available on the ‘View Details’ page once the consultation session ends. Please note that videos may take a few minutes to appear.

Good to Know: Both you and your Expertible can access the recordings. Recordings are stored for two months and can be viewed or downloaded anytime during this period.

Your Expertible will mark your consultation as 'completed' after the call when they are satisfied your query has been answered. While most consultations are marked as 'completed' shortly after the call, if your Expertible needs to send additional resources, such as website links, they may do so before updating the status.

Once the session is marked as 'completed' then any further discussion on this, or similar issues, can be undertaken by rebooking your Expertible for another session. Don’t worry if the status isn’t updated immediately—you can still review your consultation in the meantime.