Broken Website Delivery
A website build or design job booked through Gera was delivered in a non-functional state — pages that do not load, broken forms, missing content, or critical features that were agreed and not built.
£500
5 days
48 hours
This is a limited service guarantee, not insurance. Gera Services Ltd is not regulated as an insurer. Claims are capped and resolved through Gera mediation.
Eligibility Criteria
All of the following must be true for a claim to be considered:
- Website project booked through a Gera platform with a signed action receipt
- Provider held an active Gera Services Passport
- Issue raised within 48 hours of stated delivery
- Defect relates to a feature or page explicitly agreed in the booking scope
- Evidence includes screenshots or screen recordings of the broken state
What Is Not Covered
Exclusions specific to this claim type:
- Browser-specific rendering differences outside the agreed browser support list
- Third-party integrations (payment gateways, CRMs) that require separate API keys not provided by the customer
- Post-delivery breakage caused by customer edits to the codebase
- Hosting or domain issues unrelated to the website build itself
How to Make a Claim
Follow these steps in order. Evidence must be submitted within the claim window.
- 1
Open the booking receipt within 48 hours and tap "Raise a concern — broken delivery"
- 2
List the specific broken features and reference the agreed scope
- 3
Upload screenshots or a screen recording
- 4
Gera contacts the provider for a response within 24 hours
- 5
Provider has 48 hours to fix; if unresolved, capped refund is issued
Ready to raise a claim?
Log in to your Gera account and open the relevant action receipt.