Customer Terms of Service

1. Acceptance of Terms

1.1These Terms apply between you ("Customer", "you") and KT Partners Ltd, a company registered in England and Wales with company number 14433679, registered office 2nd Floor College House, 17 King Edwards Road, Ruislip, London, HA4 7AE, trading under the brand name "Get Trady" ("Get Trady", "we", "us").

1.2By creating an account on the Platform, posting a Job or using any service provided by Get Trady, you agree to be bound by these Terms, our Privacy Policy and our Cookie Policy. If you do not agree, you must not use the Platform.

1.3These Terms, together with the documents referred to in them, constitute the entire agreement between you and Get Trady in relation to your use of the Platform.

1.4We may amend these Terms from time to time. Where amendments materially affect your rights, we will give you reasonable advance notice by email and through the Platform. The version of these Terms in force at the time you post a Job will govern that Job.

2. Our role

2.1Get Trady is operated by KT Partners Ltd (“Company”, “we", "us"). Get Trady is an online marketplace platform that connects customers ("you" or “Customer”) with independent tradespeople ("Tradespeople"). The Company acts solely as an independent intermediary platform and does not provide, perform or contract to provide any trades services advertised or carried out through the Platform.

2.2When you engage a Tradesperson through Platform, the contract for the performance of the Job is entered directly between you and the Tradesperson. The Company is not a party to that contract. The Tradesperson is solely responsible for performing the Job, the quality, safety, timeliness and completion of the work, and compliance with all applicable laws, regulations and industry standards, including, where applicable, building regulations, gas safety and electrical safety requirements.

2.3The Company’s role is limited to: (a) facilitating payments through the Platform, with Customer funds held and processed by the Company's payment service provider, Stripe Payments UK Limited, in accordance with these Terms; (b) carrying out verification of a Tradesperson's Public Liability Insurance (a minimum of £1,000,000, or £2,000,000 for Tier 4 Jobs). Such checks do not constitute a guarantee of a Tradesperson's competence, suitability or future performance; (c) providing a non-binding dispute mediation where a dispute arises between a Customer and a Tradesperson; (d) operating the Platform, including the matching service through which Customers and Tradespeople are introduced; and (e) providing related Platform and administrative support services.

2.4The Company does not supervise, direct or control the manner in which a Tradesperson performs any Job and does not warrant or guarantee the quality, suitability, safety, legality, timeliness or completion of any Job. The Company shall not be liable for any act or omission of a Tradesperson in connection with a Job, except to the extent that such liability cannot lawfully be excluded or limited. Nothing in these Terms affects any statutory rights you may have against the Tradesperson, including under the Consumer Rights Act 2015.

3. Eligibility and account

3.1To use the Platform you must be aged 18 or over and have legal capacity to enter into a binding contract.

3.2You agree to provide accurate, current and complete information when creating your account and to keep that information up to date.

3.3You are responsible for maintaining the confidentiality of your account credentials and for all activity under your account. Please notify us immediately at hello@gettrady.co.uk (use "Security" in the subject line) if you suspect unauthorised access.

4. Posting a Job and booking

4.1When you post a Job, you must provide an accurate description of the work required, the property location, and any access or safety information that a Worker would reasonably need to know.

4.2Quotes provided by Workers through the Platform are offers capable of acceptance for 24 hours from the time they are sent, unless otherwise stated by the Worker.

4.3Pricing guidance shown by the Platform's cost estimator is indicative only, generated from typical London market data, and does not bind any individual Worker. Workers set their own prices.

4.4By accepting a Worker's quote, you enter into a binding contract with that Worker on the terms of the quote and these Terms (in respect of payment, dispute and platform-mediated matters).

5. How pricing and matching work

5.1Get Trady operates a hybrid matching system that routes your Job into one of three matching methods based on the type of work required, as determined by our Job-type taxonomy when you post your Job:

• Instant Book — for standard, well-defined Jobs (such as locksmith call-outs, drain unblocks, minor repairs). Tradespeople list their prices in advance; you see a curated shortlist of Tradespeople with their specific prices and book immediately.
• Application — for complex or higher-value Jobs (such as bathroom installations, kitchen refits, decorating work). You post the Job; eligible Tradespeople have 24 hours to apply with their itemised quotes; you review the applications and pick one.
• Emergency Broadcast — for time-critical work (such as burst pipes, lock-outs, no heating). The platform alerts available Tradespeople in your area in parallel; the first to accept is matched. The Tradesperson sets a separate price for emergency work. The price shown before you confirm is the total amount payable; no emergency surcharge is added.

5.1aFor Application Jobs, a 24-hour application period begins when you post your Job, during which eligible Tradespeople may submit their quotes. You may select a Tradesperson after the application period has ended to compare the quotes received. If only one Tradesperson has submitted a quote and you wish to proceed before the application period expires , you may accept that quote early. Before you do so, we will display a notice explaining that you are choosing to proceed without waiting to compare further quotes.

5.2The price displayed before you confirm a booking is the total amount payable for that booking. It includes the Tradesperson's price and the Get Trady platform fee. For Tier 2 and Tier 3 Application Jobs, the deposit and balance are separately displayed before you confirm. For Tier 4 Application Jobs, the total Job Value and the three milestone payments are separately displayed before you confirm. No additional fees are added at checkout.

5.3Our platform fee is calculated as a percentage of the Tradesperson's quote, on a tiered basis: 15% on Jobs under £500, 12% on Jobs from £500 up to but not including £2,000, 8% on Jobs from £2,000 up to but not including £5,000, and 6% on Jobs of £5,000 and above, subject to a minimum platform fee of £10. On Emergency Broadcast Jobs our platform fee is three percentage points higher than the rate for the applicable band; this is not a separate charge to you and nothing is added to the price shown before you confirm. These platform fee bands are separate from, and do not correspond to, the Job Value tiers in clause 6.

5.4Where applicable, our platform fee is inclusive of VAT at the prevailing rate. The Tradesperson's price may or may not include VAT depending on the Tradesperson's own VAT status.

5.5The Platform generates the Instant Book shortlist using objective factors: Tradesperson rating, proximity to the job location, availability, and price. Each factor is applied once sufficient data is available for it, and the factors in use are published on the Platform. The Platform does not rank Tradespeople solely on the basis of the lowest price.

5.6For Application jobs, Tradespeople submit their own quotes. We do not set or negotiate those quotes. You may review all valid applications and choose your preferred Tradesperson.

6. How payment works

6.1When you engage a Tradesperson through Get Trady, the payment arrangements depend on the value of the Job. Get Trady operates a four-tier payment structure designated to provide payment proportionate safeguards appropriate to each value band:

6.2All payments are collected through Stripe Payments UK Limited ("Stripe"), the Company’s payment service provider. Customer funds are held and administered by Stripe under its regulated safeguarding arrangements until released in accordance with these Terms. Stripe is authorised by the Financial Conduct Authority as an Electronic Money Institution (FRN 900461). The Company does not hold your funds at any point.

6.3Where a refund is due to you under these Terms, it will be processed by Stripe and returned to your payment method originally used. Refunds typically take 5–10 Business Days to appear, depending on your card issuer or bank.

6.4If a job is cancelled before the Tradesperson begins work, any funds paid will be returned to the payment method originally used, less any applicable cancellation fees set out in clause 8.

6.5Where these terms refer to a "review period" (48 hours for Tier 1, 2 and 3 jobs; 72 hours for Tier 4 milestones payment), this is the period during which you may raise a dispute through the Get Trady dispute interface. If no dispute is raised before the expiry of the applicable Review Window, the relevant funds will be released automatically. If a dispute is raised before the expiry of the applicable Review Window, the funds will remain held by the Company's payment service provider pending resolution in accordance with the structured dispute process set out in clause 10.

7. Tradesperson verification

7.1Before any Tradesperson can accept work through Get Trady we verify that they hold a current public liability insurance policy with a minimum of £1,000,000 cover. That is the only check we carry out. Every Tradesperson also completes identity verification with Stripe Payments UK Limited, our payment service provider, as a condition of receiving payment through the Platform; that check is carried out by Stripe and not by us.

7.2For Tier 4 jobs (£15,000 to £50,000 — see clause 6), the Tradesperson must additionally hold and have been verified with us a current public liability insurance policy with a minimum of £2,000,000 cover before accepting the Job.

7.3We re-verify each Tradesperson's public liability insurance every 12 months

7.4Verification is limited to the checks described in this clause. We do not warrant the ongoing suitability, competence or quality of any Tradesperson or their work. Verification does not constitute an endorsement or recommendation of any Tradesperson or any work they may carry out.

7.5The Tradesperson must maintain the required public liability insurance for the entire duration of the Job, from acceptance until completion. Maintaining valid insurance throughout the Job is the Tradesperson's responsibility. Our verification does not constitute a warranty of the Tradesperson's ongoing compliance.

8. Cancellations and changes

8.1You may cancel a confirmed booking at any time through your Get Trady account. The following cancellation charges apply depending on when you cancel before the agreed start time. The cancellation fee will never exceed the total Job Value.

• More than 24 hours before the agreed start time: No cancellation fee. You will receive a full refund of the Job value, including the Company’s commission.
• Within 24 hours but more than 4 hours before the agreed start time: A cancellation fee of £15 applies (£10 retained by the Company and £5 payable to the Tradesperson).
• Within 4 hours but more than 1 hour before the agreed start time: A cancellation fee of £30 applies (£10 retained by the Company and £20 payable to the Tradesperson).
• Within 1 hour of the agreed start time: A cancellation fee of £45 applies (£10 retained by the Company and £35 payable to the Tradesperson).
• After the agreed start time: Where the Tradesperson attends the agreed location and you are not present, a £45 Customer no-show fee applies (£10 retained by the Company and £35 payable to the Tradesperson), provided the Tradesperson supplies timestamped photographic evidence of attendance and evidence of attempted contact through the Platform.

Where a cancellation or no-show fee would exceed the total Job Value, the fee is reduced to the Job Value. The reduced fee is divided between the Company and the Tradesperson in the same proportions as the fee that would otherwise have applied, so that both bear the reduction equally.

8.2Reschedules. You may reschedule a confirmed booking once without charge, provided the request is made more than 24 hours before the agreed start time. A second reschedule, or any reschedule request within 24 hours of agreed start time, will be treated as a cancellation and the cancellation charges set out in clause 8.1 will apply . Following two reschedules, the original booking is treated as cancelled and any further booking must be made as new booking through the Platform.

8.3Cancellation by the Tradesperson. If a Tradesperson cancels a confirmed booking before the Job is completed, you will receive a full refund of the Job Value, including the Company’s commission. The Tradesperson may be subject to the Company’s strikes process in accordance with clause 12.

8.4Tradesperson No-Show or significant late arrival. Tradespeople attend Jobs within the agreed 1-hour arrival windows. If the Tradesperson has not arrived within 30 minutes after the end of the arrival window, you may cancel the booking without charge and receive a full refund of the Job Value, including the Company's commission.

8.5Cancellation after deposit released (Tier 2 Application and Tier 3 Jobs). If the Tradesperson cancels after the deposit has been released in accordance with clause 6 (Tier 2 and Tier 3), the Tradesperson must refund the deposit to the Company within 7 days. Upon receipt of the refunded deposit, the Company will refund you in full. If the Tradesperson fails to refund the deposit within 7 days, the Company may refund you from our its own operational funds and will be entitled to pursue recovery of the amount from the Tradesperson, including through the legal proceedings where appropriate.

8.6Disclosure. The cancellation fees set out in clause 8.1 are clearly disclosed to you before you confirm your booking and before any payment is taken. By confirming your booking, you acknowledge that you have been informed of, and agree to, the applicable cancellation fees in the event of a future cancellation.

9. Workmanship, guarantees and consumer rights

9.1Workers must carry out Jobs with reasonable care and skill, in accordance with their trade standards and applicable law. This is a statutory implied term under section 49 of the Consumer Rights Act 2015.

9.2Get Trady does not itself provide the workmanship and is therefore not the supplier for the purposes of section 49 of the Consumer Rights Act 2015 in relation to the work itself. The Worker is. However, Get Trady operates the structured mediation process in clause 10 to assist you in resolving issues with workmanship through the Platform.

9.3Your statutory rights against the Worker as a consumer are not affected by these Terms. Where workmanship falls below the required standard, you may be entitled to a repeat performance, a price reduction or, in serious cases, to treat the contract as at an end.

9.4Where a Worker is required by law to provide certification (e.g. Gas Safe certificates, EICR for electrical work, Building Regulations notification), they must do so as part of the Job.

10. If something goes wrong

10.1In the event of a dispute between you and a Tradesperson's work, you may raise a dispute through your Get Get Trady account before the end of the relevant review period (48 hours for Tier 1, 2 and 3 jobs; 72 hours for each Tier 4 milestone — see clause 6). Disputes raised after the expiry of the applicable review period may still be considered at our discretion, but the relevant funds may already have been released to the Tradesperson.

10.2Once you raise a dispute, Get Trady’s mediation process follows the indicative 30-day timeline below:

• Day 0: Dispute raised. Notifications sent to you and the Tradesperson.The relevant funds remain held by the Company’s payment service provider.
• Day 2: The Tradesperson must acknowledge the dispute in the Get Trady interface.
• Day 5: The Tradesperson must submit a written response and supporting evidence.
• Day 10: Get Trady issues a non-binding mediated recommendation based on the dispute categories set out below.
• Day 17: You and the Tradesperson accept or reject the recommendation.
• Day 23: If the recommendation is rejected, Get Trady conducts a second-tier human review.
• Day 30: Final decision. If second-tier review is rejected, the dispute moves to external escalation (see clause 10.6 below).

10.3Our mediation recommendations are framework-based and not arbitrary. Where you raise a dispute about the quality, completeness, or condition of the job, we will categorise it as: (a) cosmetic; (b) minor functional; (c) major functional; (d) complete failure; or (e) property damage. Each category has a corresponding default refund range, set out in the published Dispute Policy and applied as a non-binding recommendation, subject to proportionate adjustments to reflect any work completed by the Tradesperson. Property damage claims are referred to the Tradesperson's public liability insurer (see clause 10.5).

10.4Our mediation service is intended to help you and the Tradesperson reach an agreed resolution. We are not arbiters of the dispute and our recommendations are not binding unless accepted by both parties through the Get Trady interface. If mediation does not resolve the dispute, you and the Tradesperson retain all your other legal rights and remedies.

10.5Property damage. If a Tradesperson causes damage to your property during the Job, any claim is in respect of that damage should be made against the Tradesperson and, where applicable, their public liability insurer, not against Get Trady. We will provide you with the Tradesperson's insurance details (where we are permitted to do so), the insurer's claims contact, and a written summary of the verified booking to support your claim. Funds held by the Company’s payment service provider will continue to be dealt with in accordance with these Terms.

10.6External escalation. If the dispute is not resolved through our 30-day mediation process, the funds remain held by the Company’s payment service provider pending: (a) a written agreement between you and the Tradesperson; (b) a final or competent jurisdiction court order; or (c) application of the last-resort rule in clause 10.7 . We will provide both parties with a written summary of the dispute, including the booking details, communications log, evidence submitted, and our mediation recommendations. You may pursue the matter through Money Claim Online (where applicable), the County Court, or alternative dispute resolution provider where one is available.

10.7Last-resort rule. If a dispute remains completely inactive — with no engagement, acceptance of a recommendation, or court action from either you or the Tradesperson — for a continuous period of 90 days from the date it was raised, the funds held will be released to you. We will give both you and the Tradesperson at least 14 days' written notice before doing so, so either party can still re-engage.

11. What we are and aren't responsible for

11.1We will provide the Get Trady platform and the services described in these Terms (matching, verification, facilitating payment through our payment service provider, mediation) with reasonable care and skill.

11.2Subject to clause 11.3 below, our total liability to you for all claims arising out of or in connection with your use of Get Trady, in any 12-month period, is limited to the greater of: (a) the total amount of platform fees you have paid to us in that period; or (b) the following amount according to the Tier of the relevant Job — £1,000 for Tier 1 and Tier 2 Jobs, £2,500 for Tier 3 Jobs, and £5,000 for Tier 4 Jobs.

11.3Nothing in these terms limits or excludes: (a) liability for death or personal injury caused by our negligence; (b) liability for fraud or fraudulent misrepresentation; (c) any liability that cannot be limited or excluded by law (including your statutory rights as a consumer under the Consumer Rights Act 2015).

11.4We are not liable for any loss, damage, or injury caused by a Tradesperson's Job, work or conduct. Any claim in respect of such loss should be brought against the Tradesperson, and where applicable their public liability insurer. Where reasonably requested and permitted by law, we will provide reasonable assistance to support such a claim including booking records, and other relevant information, subject to applicable data protection law.

12. Platform reliability

12.1Customers and Tradespeople are expected to use Platform in good faith and to engage reasonably with the matching, booking, and dispute processes.

12.2Tradesperson strikes. The Company operates a rolling strike system for Tradespeople. A strike may be recorded where a Tradesperson:

• cancels a confirmed booking (other than where an exception applies under the Worker Agreement);
• fails to attend an agreed appointment;
• fails to notify the Customer through the Platform of significant late arrival;
• fails to acknowledge a dispute within the timeframes set out in clause 10;
• fails to submit dispute response or supporting evidence within the timeframes set out in clause 10.
• Fails to refund a released deposit within the period set out in clause 8.5

A Tradesperson who cancels a Job after the release of a deposit under clause 6 (Tier 2 and Tier 3) will receive two strikes. Three strikes in any rolling 3-month period trigger a review of the Tradesperson's Platform access. Following that review, the Company may, acting reasonably, issue a warning, restrict the Tradesperson's access to the Platform or remove the Tradesperson from the Platform.

12.3Customer conduct. The Company does not operate a formal strikes system for Customers. However, the Company may monitor Customer use of the Platform and, acting reasonably, review, suspend or terminate a Customer's account where their conduct is incompatible with the proper operation of the Platform. This may include, for example:

• three or more Customer no-shows within any 6-month period; or
• persistent misuse of the disputes process, being three or more Tier 2 reviews determining the dispute substantially in the Tradesperson's favour within any rolling 6-month period.

Before suspending or terminating a Customer's account, the Company will normally give the Customer an opportunity to respond, unless immediate suspension is reasonably necessary to protect the Platform, other users or to comply with a legal obligation.

12.4Notification. A Tradesperson may view their current strikes, including the reasons and dates recorded, through their Platform account at any time. The Company will notify Customers by email of any decision to review, suspend or terminate their account.

13. Prohibited conduct

13.1You must not:

• use the Platform for any unlawful purpose;
• post false or misleading Job descriptions;
• leave reviews you know to be false or malicious;
• harass, threaten or discriminate against any Worker or member of Get Trady staff;
• attempt to take or make payment for a Job that originated through the Platform outside the Platform.

13.2Off-platform contracting: we ask that, for the first 12 months following an introduction made by Get Trady, you continue to engage that Worker through the Platform if you wish to use them again. This protects our ability to keep you safe (payment held in escrow by Stripe, dispute resolution) and recover the value of the introduction. We will not seek to enforce this provision against you in any way that conflicts with your statutory consumer rights, and you are free to engage any tradesperson outside the Platform whom you knew or contracted with independently before the introduction.

13.3Breach of clauses 13.1 may result in account suspension or closure. Where there is harm to Get Trady or a Worker, we may pursue legal remedies.

14. Data protection

14.1We process your personal data in accordance with our Privacy Policy, which forms part of these Terms by reference.

14.2Your contact details and the location of the Job will be shared with the Worker you book solely for the purpose of completing the Job.

15. Intellectual property

15.1All intellectual property rights in the Platform, including the Get Trady brand, logo, software, content and database, are owned by us or our licensors. You are granted a limited, non-exclusive, non-transferable licence to use the Platform for its intended purpose.

15.2By submitting reviews, photographs or other content, you grant us a non-exclusive, royalty-free licence to use that content for the purpose of operating and promoting the Platform.

16. Changes to these Terms

16.1We may amend these Terms from time to time. The version in force at the time you book a Job applies to that Job. Material changes will be notified to you in advance.

17. Governing law

17.1These Terms are governed by the laws of England and Wales. Any dispute shall be subject to the non-exclusive jurisdiction of the Courts of England and Wales. If you are a consumer resident outside England and Wales, you may also have rights under the law of your country of residence and may bring proceedings in the courts of that country.

18. Contact and complaints

18.1For complaints or queries please contact us at hello@gettrady.co.uk or by post to KT Partners Ltd, 2nd Floor College House, 17 King Edwards Road, Ruislip, London, HA4 7AE, United Kingdom. See our full Complaints procedure.

Acceptance

These Terms are accepted electronically. By confirming a booking through the Platform you accept these Terms and enter into a binding agreement with KT Partners Ltd on them. No signature is required. The Company records the version and effective date of the Terms presented to you, together with the date and time of your acceptance, and will provide you with a copy of the Terms you accepted on request. Your contract for the work itself is with the Tradesperson, on the terms agreed between you.