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 "Trady" ("Trady", "we", "us").

1.2By creating an account on the Platform, posting a Job or using any service provided by 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 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. The Platform and our role

2.1Trady is an online marketplace and introducer service that connects Customers in the Greater London area with self-employed tradespeople ("Workers") for trade and home-services Jobs.

2.2When you accept a Worker's quote through the Platform, a binding contract for services is formed directly between you and that Worker. Trady is not a party to that contract.

2.3Trady's role is to: (a) provide the technology that connects you to suitable Workers; (b) verify Workers' identity, qualifications and insurance during onboarding; (c) collect and hold your payment in escrow until you confirm the Job is complete; (d) operate a dispute resolution process; and (e) collect and publish reviews.

2.4Trady does not itself provide the trade services and is not the supplier of those services for the purposes of the Consumer Rights Act 2015 in respect of the workmanship of the Worker.

2.5We carry out our verification of Workers in good faith using publicly available registers and reasonable enquiries. Verification is intended to reduce risk; it does not constitute a warranty by us that any particular Worker is suitable for your specific Job.

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 security@trady.co.uk 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. Payment, fees and escrow

5.1When you accept a quote, the full Job price plus the Trady platform fee is charged to your payment method and held in escrow by our payment processor, Stripe Payments UK, Ltd, until the Job is marked as complete.

5.2The Trady platform fee is 5% of the Job price (subject to a minimum of £1.00 and a maximum cap as published on the Platform from time to time). The total amount payable will always be shown to you clearly before you confirm a booking.

5.3Payment is held in a Stripe-managed account. Trady does not hold your funds directly. Stripe is authorised and regulated by the Financial Conduct Authority as an Electronic Money Institution.

5.4Funds are released to the Worker (less the Worker's commission) on the earlier of: (a) you marking the Job as complete; or (b) 72 hours after the Worker marks the Job as complete with no objection raised by you. The 72-hour deemed-completion period is to ensure prompt payment for completed work; you can extend this period by raising a dispute under clause 9 if the Job is not in fact complete or has issues.

5.5All prices are in pounds sterling (£) and include VAT where applicable. Workers who are VAT registered are responsible for issuing VAT invoices.

5.6If your payment fails, the booking will not proceed and the Worker will be notified that the Job is no longer confirmed.

6. Cancellations and refunds

6.1You may cancel a booking at any time before the Worker has attended the property. If you cancel more than 24 hours before the agreed start time, you will receive a full refund.

6.2If you cancel within 24 hours of the agreed start time, the Worker may be entitled to a cancellation fee of up to 25% of the Job price (or such other amount as agreed at the time of booking) to compensate for short-notice disruption to their schedule. The remainder will be refunded to your payment method.

6.3If the Worker cancels, you will receive a full refund and we will use reasonable endeavours to match you with an alternative Worker.

6.4Refunds are made to the original payment method and typically take 5–10 business days to appear, depending on your card issuer or bank.

6.5Right to cancel under the Consumer Contracts Regulations 2013: where you book a Job remotely (e.g. through the Platform without face-to-face contact), you may have a 14-day right to cancel under those Regulations. However, if you ask us to begin the service within the 14-day period and the Worker attends and starts work at your request, you lose the right to cancel for the work done. You may still cancel for any work not yet started, subject to clause 6.2.

7. Workmanship, guarantees and consumer rights

7.1Workers 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.

7.2Trady 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, Trady operates the Trady Promise (clause 8) to assist you in resolving issues with workmanship through the Platform.

7.3Your 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.

7.4Where 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.

8. The Trady Promise

8.1If a Job is not carried out to a reasonable standard and you raise the issue through the Platform within 30 days of Completion, Trady will: (a) facilitate dialogue between you and the Worker to agree remedial work; (b) where appropriate, source an alternative Worker to carry out remedial work; and (c) where the original Worker is unwilling or unable to remedy and the issue is upheld through our dispute process, contribute up to £1,000 toward independent remediation costs ("Trady Promise Contribution").

8.2The Trady Promise Contribution is a goodwill contribution and does not affect or limit your statutory rights against the Worker, nor does it constitute an admission of liability by Trady.

8.3The Trady Promise Contribution is conditional on you co-operating reasonably with our dispute process, providing evidence of the issue and giving the Worker a reasonable opportunity to remedy in the first instance.

9. Disputes

9.1If you are not satisfied with a Job, you should first try to resolve the issue directly with the Worker through the in-Platform messaging system.

9.2If direct resolution is not possible, you may raise a formal dispute through the Platform's dispute resolution process within 30 days of Completion. We will investigate in good faith and aim to reach a resolution within 72 hours.

9.3Our decision on the release or refund of escrowed funds is final and binding for the purposes of the Platform's payment flow, save for manifest error. This does not prevent you from pursuing the underlying contractual claim against the Worker through the courts.

9.4If you are not satisfied with the outcome of our internal dispute process, you may also be entitled to refer the matter to alternative dispute resolution (ADR). For consumer disputes you may also use the European Online Dispute Resolution platform at ec.europa.eu/odr (where applicable). You retain your right to take legal action through the courts. See our Complaints page for full details.

10. Prohibited conduct

10.1You 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 Trady staff;
• attempt to circumvent the Platform's payment system in respect of a Job that originated through the Platform.

10.2Off-platform contracting: we ask that, for the first 12 months following an introduction made by 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 (escrow, dispute resolution, the Trady Promise) 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.

10.3Breach of clauses 10.1 may result in account suspension or closure. Where there is harm to Trady or a Worker, we may pursue legal remedies.

11. Liability

11.1Nothing in these Terms limits or excludes our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; (c) breach of any term implied by section 49 of the Consumer Rights Act 2015 to the extent it applies to services we ourselves supply; or (d) any other liability that cannot lawfully be limited or excluded.

11.2Subject to clause 11.1, our total liability to you arising out of or in connection with your use of the Platform shall not exceed the greater of: (a) the platform fees paid by you to Trady in the 12 months preceding the event giving rise to the claim; or (b) £1,000.

11.3Subject to clause 11.1, we are not liable for: (a) the acts, omissions or workmanship of any Worker (these are matters between you and the Worker); (b) any indirect or consequential loss; or (c) loss of profits, business or opportunity.

11.4Your statutory rights as a consumer against the Worker are not affected.

12. Data protection

12.1We process your personal data in accordance with our Privacy Policy, which forms part of these Terms by reference.

12.2Your contact details and the location of the Job will be shared with the Worker you book solely for the purpose of completing the Job.

13. Intellectual property

13.1All intellectual property rights in the Platform, including the 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.

13.2By 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.

14. Changes to these Terms

14.1We 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.

15. Governing law

15.1These 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.

16. Contact and complaints

16.1For complaints or queries please contact us at hello@trady.co.uk or by post to KT Partners Ltd, 2nd Floor College House, 17 King Edwards Road, Ruislip, London, HA4 7AE, United Kingdom. We aim to acknowledge complaints within 2 business days and resolve them within 14 days. See our full Complaints procedure.