Terms & Conditions

1. About us

These terms apply to the website, customer portal, and home services provided by Trades People Local Ltd, trading as TradesLocal (company number 14725356, VAT number 499375225), registered in England & Wales at Tagus House, 9 Ocean Way, Southampton, Hampshire, United Kingdom, SO14 3TJ.

You can contact us by phone on 0800 711 7711 or by email at [email protected].

In these terms, “we”, “us” and “our” mean TradesLocal, and “you” means the customer (including any authorised adult occupant who agrees to works on your behalf).

2. Use of this website and portal

By using this website or our customer portal, you agree to use them lawfully and not to interfere with their operation, security, or availability, or attempt to access accounts or data that do not belong to you.

If we provide you with a customer portal account, you are responsible for keeping your sign-in credentials confidential, for the activity that takes place under your account, and for letting us know promptly if you suspect any unauthorised access. You must only upload or submit information that you have the right to share, and you must not use the portal in a way that is unlawful, abusive, or disruptive to other users.

3. Service enquiries and bookings

Submitting an enquiry form or requesting a callback does not create a binding contract. A contract for chargeable works is formed when you sign our on-site service agreement (see section 4) or, where works are agreed remotely, when we expressly confirm scope and pricing in writing and you accept it.

We may refuse or cancel bookings where information is incomplete, inaccurate, unsafe, outside our operating area, or where we reasonably believe the work cannot be carried out safely or lawfully.

4. How we work on-site

When our engineer arrives at your property, they will assess the issue and, before any chargeable work begins, ask you (or an authorised adult occupant) to electronically sign a service agreement on a device. The agreement sets out:

• your name and the property address,
• a description of the work scope,
• the applicable half-hour rate (inc. VAT),
• our cancellation notice and your statutory rights, and
• your typed name, drawn signature, and the date and time of signing.

A PDF of the signed agreement is generated, stored against your job, and made available to you on request and through your customer portal.

Variation of contract. If, during the visit, additional works or extras need to be carried out (for example, parts, materials, or work outside the originally agreed scope), the engineer will explain the change and ask you to sign a separate variation of contract before any further chargeable time accrues against those extras. The variation is stored alongside the original agreement.

Signing the agreement on a device counts as your signature in the same way as a handwritten signature on paper, in line with the Electronic Communications Act 2000.

5. Cancellation rights (consumers)

If you are a consumer and you booked our services off-premises (for example, at your home) or at a distance (for example, by phone or online), you have the right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel within 14 days without giving a reason.

Because most of our work is urgent, you can ask us to start the works during this 14-day cooling-off period. The on-site service agreement records your express request to start works immediately and your acknowledgement that:

• if you cancel after work has begun, you will be charged for the work carried out up to the point of cancellation, and
• if the works are completed within the 14-day period, you lose the right to cancel.

To cancel, contact us at [email protected] or 0800 711 7711 before any chargeable work begins, or as soon as possible afterwards.

6. Pricing and time on site

Any prices shown on this website are indicative unless expressly confirmed in writing. Final charges are calculated as follows:

• Chargeable time runs from the moment the on-site service agreement is signed until the engineer marks the works finished in our system.
• Time is billed in half-hour increments at the half-hour rate stated on your signed agreement (inclusive of VAT). Part-hours are rounded up to the next half hour.
• Materials, parts, and additional works are added as extras with their own price. Where extras change the agreed scope, you will sign a variation of contract before further chargeable time accrues against them (see section 4).
• The final invoice total shown to you on the engineer's device includes all chargeable time, extras, and VAT.

7. Access to the property

You must provide safe and timely access to the property and disclose any known hazards (for example, asbestos, structural issues, or live electrical risks) before work starts. If a booked appointment cannot proceed due to no access or late cancellation, a callout fee may apply where permitted by law.

8. Payment

Payment is due in full at the end of the visit unless we have agreed otherwise in writing. We take card payments through Stripe (Stripe Payments Europe Ltd), our payment processor. The engineer will ask you to enter your card details on their device using a Stripe payment field; you may be asked to approve the transaction with your bank under Strong Customer Authentication / 3-D Secure.

We do not see, store, or have access to your full card number (PAN), CVC, or expiry date. We retain only the information needed to complete payment, refunds, and any agreed variations — specifically a Stripe token (PaymentMethod), the card brand and last four digits, and Stripe's Customer and PaymentIntent identifiers.

By paying via Stripe you agree to Stripe's terms and acknowledge that the card you provide may be reused, while the works on your account are open, for any retries, agreed variations, or refunds, without re-entering your card details. You can ask us to remove a saved card at any time. Card processing is also subject to Stripe's consumer terms.

9. Failed payment and unpaid invoices

If your card is declined, you agree to provide an alternative payment method promptly so we can take payment for the works carried out.

If an invoice remains unpaid past its due date:

• For consumer customers, we may charge interest at the statutory rate and reasonable recovery costs.
• For business customers, late-payment interest, fixed sums, and reasonable recovery costs may apply under the Late Payment of Commercial Debts (Interest) Act 1998.
• We may instruct a debt-recovery service or take court action to recover the outstanding amount.

Nothing in this section limits your statutory rights as a consumer.

10. Refunds

Where we agree that work was not carried out to a reasonable standard or where you are otherwise entitled to a refund under the Consumer Rights Act 2015, refunds are processed back to the original card via Stripe. Please allow up to 5–10 working days for the funds to appear in your account, depending on your bank or card issuer.

If you have a concern about workmanship, please contact us at [email protected] as soon as possible so we can investigate and, where appropriate, return to put things right.

11. Photos, videos and on-site records

Our engineers may take photos and videos of the affected areas before, during, and after the works as evidence of the issue and the work carried out. These records are kept against your job for quality assurance, dispute handling, and our records under tax and consumer-protection law. Where reasonably possible, we avoid capturing incidental third parties or items unrelated to the work. See our Privacy Policy for more on retention and your rights.

12. Website content

Guides and articles on this site are for general information only and do not replace professional assessment of your specific issue.

While we aim to keep content accurate and up to date, we do not guarantee that all information is complete, current, or error-free.

13. Liability

Nothing in these terms excludes or limits liability that cannot be excluded by UK law, including liability for death or personal injury caused by negligence, fraud, or your statutory rights as a consumer. Subject to that, we are not liable for indirect or consequential losses arising from website use or the use of our customer portal.

14. Privacy and cookies

Use of personal data, our CRM, the customer portal, and cookies is governed by our Privacy Policy and Cookie Policy.

15. Changes to these terms

We may update these terms from time to time. Updates will be posted on this page with a revised date. The version of these terms in force at the time you sign the on-site service agreement applies to that job.

16. Governing law

These terms are governed by the laws of England and Wales. Disputes are subject to the non-exclusive jurisdiction of the courts of England and Wales; if you live in Scotland or Northern Ireland, you may also bring proceedings in your local courts.