Powered by...
PLEASE CAREFULLY REVIEW THESE TERMS AND CONDITIONS BEFORE USING THE SERVICES PROVIDED THROUGH THE TRADE BUDDY PLATFORM. THEY CONTAIN IMPORTANT INFORMATION ABOUT YOUR RIGHTS, RESPONSIBILITIES, AND OUR SERVICES.
These Terms govern your use of the Trade Buddy platform, including our app and website, available in the United Kingdom.
The platform allows you to connect with services provided directly by Trade Buddy ("Direct Services"), access assistance offered by independent professionals ("Tradespersons"), or Third-Party-Services such as retail affiliates. All services are facilitated through the Trade Buddy platform.
For Direct Services, you enter into an agreement directly with Trade Buddy. For Tradesperson Services, you are engaging directly with the provider, while Trade Buddy acts as a facilitator to help connect you to them. For Third-Party Services, you are engaging directly with the provider, while Trade Buddy acts as a facilitator to help connect you to them.
These Terms specifically apply to the use of the Trade Buddy platform for seeking remote guidance for DIY projects and related services. Additional terms may apply depending on the specific features or services you choose to use.
By using the Trade Buddy platform, you also agree to follow our Community Guidelines, which ensure a safe and productive experience for all users.
We may update these Terms periodically, so we encourage you to review them regularly to stay informed. The most current version of the Terms will always apply when using the Trade Buddy platform or its services.
We are Trade Buddy Technologies Ltd, a private limited company registered in England and Wales, with the company registration number 16592498. Our registered office is located at Trade Buddy, 3rd Floor, 86-90 Paul Street, London EC2A 4NE . You can contact us at support@tradebuddy.uk or via our website at www.tradebuddy.uk.
We use certain terms throughout these Terms with specific meanings, defined below:
1.1 These terms outline your access to and use of the Trade Buddy platform, including our website and mobile application, as well as your use of services provided through the platform (“Terms”).
1.2 You must carefully review and agree to these Terms before accessing or using the Trade Buddy platform or its services. These Terms replace any prior agreements or arrangements regarding the platform and its services.
1.3 These Terms apply unless they conflict with specific user agreements or additional terms relating to Trade Buddy’s services. In such cases, you may be required to agree to those additional terms separately.
1.4 By accessing or using the Trade Buddy platform, you confirm that you agree to these Terms. If you do not agree, you are not permitted to access or use the platform or its services. We recommend saving a copy of these Terms for future reference.
1.5 If we need to contact you, we may do so via push notification from the Trade Buddy mobile app, email, text message, or phone call using the contact details you provided during registration. References to "writing" or "written" in these Terms include emails, texts, and push notifications.
1.6 Unless explicitly agreed otherwise in writing, the Trade Buddy platform and services are available for your personal use only within the United Kingdom.
2.1 Specific terms governing services provided directly by the Trade Buddy platform may be outlined in separate agreements or additional terms. For these services, the Trade Buddy platform acts as the service provider entering into a direct agreement with you.
2.2 The Trade Buddy platform reserves the right to accept or reject a service request. If accepted, confirmation will be communicated to you via the Trade Buddy mobile app or website, and the terms of the agreement will detail when a direct contract between you and the platform is established.
3.1 For services facilitated by a tradesperson (“Tradesperson”), the Trade Buddy platform operates as a disclosed agent between you and the tradespeople, enabling them to provide their services. The Trade Buddy platform does not directly provide these services. All tradespeople are independent contractors, registered professionals, or businesses that are not employees or representatives of the platform.
3.2 When using the Trade Buddy platform within an area served by a tradesperson, you will receive relevant details about the tradesperson’s services through the platform before deciding to make a request.
3.3 For scheduled booking requests, tradespeople are expected to respond within 24 hours so the booking can be confirmed or declined in good time. For On-Demand Calls, the on-demand call-answer rules in these Terms apply instead, including the 2-minute timeout/no-answer outcomes.
3.4 Customers will have the option to rate the tradesperson after a completed service. Ratings help maintain quality standards and allow other users to make informed decisions. Tradespeople will not have the ability to rate customers.
3.5 Tradespeople are solely responsible for fulfilling their obligations and addressing any issues that arise from providing their services.
Trade Buddy is a platform for remote guidance on permitted DIY, repair, maintenance, and home improvement tasks. Certain work is not permitted through the platform because it is legally restricted, requires specialist licensing, registration, inspection, certification, or statutory authorisation, presents disproportionate safety risk, is unsuitable for remote consumer guidance, or would create unacceptable legal, regulatory, insurance, or safety risk for users, Tradespeople, third parties, or the platform. This section must be read together with all other Terms, the Community Guidelines, and any safety rules, category restrictions, warnings, booking requirements, or product controls shown on the App & Website at the time of use.
Customers must not request prohibited work. Tradespeople must not accept, provide, or continue to provide guidance for prohibited work. If a job is described inaccurately, incompletely, misleadingly, or too vaguely to assess safely, or if it develops during a call into a prohibited or unsafe category, the Tradesperson must stop providing execution guidance immediately and Trade Buddy may pause, restrict, or terminate the booking.
Nothing in this section excludes or limits any liability which cannot lawfully be excluded or limited, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any consumer rights that apply by law, including the right to have services performed with reasonable care and skill where such duties apply.
1. Gas Work
Trade Buddy does not allow any booking, instruction, guidance, diagnosis, adjustment, installation, disconnection, reconnection, servicing, repair, commissioning, recommissioning, testing, inspection, or safety-related assistance involving gas appliances, gas fittings, gas pipework, flues, vents, combustion settings, gas safety devices, or any work where gas safety may be affected.
This includes, without limitation:
Trade Buddy does not permit “guide now, sign off later” gas work under any circumstances.
2. Asbestos Work
Trade Buddy does not allow any booking or guidance involving asbestos, suspected asbestos, or asbestos-containing materials.
This includes, without limitation:
If asbestos is known or suspected, work must stop immediately and the user must seek advice from an appropriately qualified professional.
3. Work Legally Reserved to Licensed, Registered, or Authorised Persons
Trade Buddy does not allow any task that applicable law or regulation reserves to, or requires to be carried out by, a person holding a licence, registration, approval, certification, or statutory authorisation, unless Trade Buddy expressly states otherwise in writing for a specific category and the App & Website clearly presents that exception before the booking is made.
If there is uncertainty about whether a task falls within this category, Trade Buddy may treat the task as prohibited until sufficient information is provided to assess it safely and lawfully.
4. Extremely High-Risk Work Unsuitable for Remote Consumer Guidance
Trade Buddy does not allow jobs that, based on the information available to Trade Buddy or the Tradesperson acting reasonably, present an unacceptable risk of serious injury, death, major property damage, fire, explosion, electrocution, collapse, or danger to third parties and are unsuitable for remote consumer guidance.
Examples include, without limitation:
Trade Buddy may refuse or terminate such bookings where, acting reasonably and having regard to the information available, it considers the task unsafe or unsuitable for remote guidance.
5. Commercial, Communal, Shared, or Third-Party-Controlled Systems
Trade Buddy does not allow guidance on work affecting commercial premises, communal systems, common parts, shared services, landlord-controlled systems, management-company-controlled systems, neighbouring property infrastructure, shared drainage, shared heating, shared electrics, or any system not solely under the control of the customer requesting the booking.
Trade Buddy may also prohibit apparently domestic work where the task could materially affect neighbouring property, a shared structure, or a shared service, including where additional legal processes may arise.
Jobs That May Require Approval, Inspection, Certification, or Other Compliance Steps
Some work is not automatically prohibited merely because it may require building regulations approval, inspection, notice, testing, certification, self-certification through a competent person scheme, planning permission, engineering design input, party wall compliance, or other legal or regulatory steps.
Where Trade Buddy permits guidance on such work, the following rules apply.
6. Trade Buddy Guidance Is Not Planning Permission, Building Regulations Approval, Inspection, Testing, Certification, or Sign-Off
Guidance provided through Trade Buddy does not constitute:
A Tradesperson’s guidance through Trade Buddy does not mean that work has been approved, inspected, tested, certified, self-certified, notified to any authority, or signed off by any regulator, building control body, engineer, inspector, competent person scheme operator, or other authority.
7. Customer Responsibility for Legal and Regulatory Compliance
Where any approval, permission, notice, inspection, testing, certification, self-certification, design input, statutory process, or other legal or regulatory step is required, it remains the customer’s sole responsibility to identify that requirement and to obtain and comply with it through the correct lawful route and at the correct time.
Trade Buddy does not undertake to determine for the customer whether a project is approval-free, inspection-free, certification-free, or legally unrestricted, and does not undertake to obtain, arrange, or verify compliance on the customer’s behalf unless Trade Buddy expressly states otherwise in writing for a specific service.
8. Tradesperson Guidance Does Not Replace Independent Professional Input Where Required
Where a job requires structural design, engineering input, statutory inspection, testing, certification, self-certification, building control involvement, or any other specialist approval or sign-off, the customer must obtain that separately from an appropriately qualified person or body.
Trade Buddy guidance is supplementary only. It must not be relied upon as a substitute for any legally required inspection, certification, approval, or professional sign-off.
9. Controlled or Regulated Work May Still Be Refused
Even where a homeowner may lawfully carry out certain work themselves, Trade Buddy may refuse, restrict, or terminate a booking where, acting reasonably and having regard to the information available, it considers that the task is too dangerous, too complex, insufficiently described, too likely to cause serious harm, or otherwise unsuitable for remote guidance.
This includes work that may engage structural risk, fire safety risk, flooding risk, electrocution risk, collapse risk, or serious third-party risk, even where the work is not categorically prohibited in every case by law.
10. Examples of Work That May Need Separate Approval, Inspection, or Sign-Off
Depending on the project, separate legal or regulatory steps may be required for work such as:
Trade Buddy does not represent that any such job is approval-free, permission-free, inspection-free, or legally unrestricted merely because it is discussed on the platform or because guidance is provided.
11. Mandatory Stop Rule
If, before or during a booking, it becomes apparent that a task is prohibited, unsafe, likely to require specialist intervention beyond the permitted scope of the platform, or cannot reasonably be guided remotely without unacceptable risk, the Tradesperson must stop providing execution guidance immediately.
In that event, Trade Buddy may end the booking, restrict further guidance, request further information, or direct the customer to seek assistance from an appropriately qualified professional, building control body, engineer, inspector, or other specialist. Any decision by Trade Buddy under this clause must be exercised reasonably and in accordance with applicable law.
General Safety, Platform Role, and Consumer Rights
12. Platform Role
Trade Buddy facilitates remote guidance between customers and Tradespeople through the App & Website. Unless Trade Buddy expressly states otherwise in writing for a particular service, Trade Buddy does not itself provide regulated trade work, statutory inspections, certification services, building control services, planning services, engineering design services, or legal compliance services.
13. User Responsibility
Customers remain responsible for deciding whether to carry out physical work, for using tools, materials, and equipment safely, for following manufacturer instructions, and for complying with all applicable laws, regulations, approvals, permissions, notices, inspections, testing requirements, and safety requirements.
Tradespeople remain responsible for ensuring that they do not provide guidance on prohibited work and that any guidance they do provide remains within the lawful and permitted scope of the platform.
Nothing in this section removes or reduces any duty that Trade Buddy or a Tradesperson may owe under applicable law to exercise reasonable care and skill in any service actually supplied.
14. No Representation That a Job Is Permitted Merely Because It Appears on the Platform
The presence of a category, search result, profile, listing, content item, booking path, or discussion on the App & Website does not constitute a representation or warranty by Trade Buddy that a job is lawful for the customer to perform, safe to perform, approval-free, planning-free, certification-free, or suitable for remote guidance.
Customers and Tradespeople must not infer platform approval solely from the existence of a category or booking flow.
15. Right to Restrict Access
Trade Buddy may remove listings, restrict categories, refuse bookings, suspend accounts, or terminate access where it reasonably believes that a user has requested, accepted, described misleadingly, or attempted to provide guidance for prohibited or unsafe work, or has otherwise used the platform in a manner that creates material legal, regulatory, insurance, or safety risk.
Any such action will not affect rights which cannot lawfully be excluded or limited.
4.1 The Trade Buddy platform collects, uses, and discloses information about you as outlined in our Privacy Policy. This includes data collected to facilitate bookings, provide services, and ensure a safe and efficient platform experience.
4.2 Additional privacy notices may apply if you engage with third-party services facilitated through the platform. Where relevant, we will notify you of these additional privacy terms.
4.3 By using the Trade Buddy platform, you consent to the collection and use of your data as detailed in the Privacy Policy.
5.1.1 By booking through the Trade Buddy platform, you agree to pay the relevant charges displayed at the time of booking. Scheduled bookings are offered in standard time blocks of up to 55 minutes for one defined job, and the tradesperson may end the call early if that scheduled job is completed earlier. On-Demand Calls are a separate product type and are governed by the on-demand outcomes set out in these Terms.
5.1.2 Customers pay for professional guidance and expertise delivered via video call. For scheduled bookings, if the task is not completed within the scheduled time block, customers may request an extension at an additional charge where the tradesperson has immediate availability. The cost of a booking is determined by the tradesperson’s set rate, which reflects skill level and experience. For On-Demand Calls, pricing and outcomes are shown before confirmation and resolved under the On-Demand Calls matrix.
5.2.1 The following booking-state rules apply to refunds for DIYers and payout allocation for tradesmen. Trade Buddy applies these rules in its role as marketplace operator and payment facilitator, subject to Section 21 where a service-quality dispute review applies.
Scheduled Bookings
| Scenario | DIYer Refund | Tradesman Payout |
|---|---|---|
| Call connects successfully | 0% | 100% |
| DIYer cancels more than 7 days before booking start time | 100% refund (or 100% minus £10 where a Parts & Tools list was already sent) | 0% (or £10 where a Parts & Tools list was already sent) |
| DIYer cancels within 7 days but more than 24 hours before booking start time | 50% refund (or 50% minus £10 where a Parts & Tools list was already sent) | 50% (or 50% plus £10 where a Parts & Tools list was already sent) |
| DIYer cancels within 24 hours of booking start time | 0% (non-refundable) | 100% |
| Tradesman cancels | 100% refund (or 100% minus £10 where a Parts & Tools list was already sent) | 0% (or £10 where a Parts & Tools list was already sent) |
| DIYer no-show | 0% | 100% |
| Tradesman no-answer after the 2-minute timeout window | 100% refund (or 100% minus £10 where a Parts & Tools list was already sent) | 0% (or £10 where a Parts & Tools list was already sent) |
On-Demand Calls
| Scenario | DIYer Refund | Tradesman Payout |
|---|---|---|
| Call connects | 0% | 100% |
| DIYer hangs up before answer | 50% | 50% |
| Tradesman no-answer after the 2-minute timeout window | 100% | 0%, and the tradesman is set offline automatically |
| System error | 100% | 0% |
Promotional Free Calls (£0)
For promotional free calls priced at £0, all unsuccessful states, including timeout, early hang-up, and system error, are processed with platform expenditure of £0 and tradesman earnings of £0. User notifications for those states must not contain refund wording.
General Rules
5.3.1 Customers may leave tips exclusively through the Trade Buddy platform. Tips can be provided in fiat: GBP, or cryptocurrency: BTC, USDT, XRP, or DOGE.
5.4.1 All payments are processed upfront at the time of booking. A confirmation of payment serves as your invoice and is sent via email.
5.4.2 Customers can save multiple payment methods for convenience but will always have the option to select their preferred method of payment before confirming a booking. Trade Buddy does not automatically attempt to charge secondary payment methods if the primary payment method fails.
5.4.3 All charges are inclusive of applicable taxes, including VAT unless stated otherwise.
6.1 You may cancel a booking through the Trade Buddy platform. All cancellation outcomes, no-show outcomes, timeout outcomes, and connected-call outcomes are governed by the booking-state matrices in Section 5.2, including the scheduled-booking 7-day and 24-hour boundaries and the on-demand rules.
6.2 Cancellations automatically release associated availability slots on the platform.
6.3 Where a cancellation or timeout is logged, the booking will be resolved under one terminal booking state only, to avoid duplicate processing.
7.1 You are free to stop using the Trade Buddy platform at any time by closing your account. Closing your account will terminate these Terms and your access to the platform.
7.2 The Trade Buddy platform may terminate these Terms and your access with immediate effect if it determines that you have breached these Terms or any other agreement related to the use of the platform or its services.
7.3 Trade Buddy reserves the right to terminate these Terms or discontinue the platform at any time by providing reasonable advance notice in writing, except in urgent circumstances requiring immediate action.
8.1 You, as the account holder, are responsible for any damages or losses suffered by the Trade Buddy platform, tradespeople, or other users due to your breach of these Terms, misuse of the platform, or violation of any laws or third-party rights. This includes actions taken through your account, unless those actions were unauthorised, and you were not negligent in protecting your account credentials (e.g., by sharing your password or failing to secure your login details).
8.2 To maintain access to the Trade Buddy platform, you agree to indemnify, defend (if we request), and hold harmless the Trade Buddy platform, its officers, directors, and employees from and against any claims, liabilities, expenses, damages, penalties, or fines—including taxes—arising from your breach of these Terms, violations of applicable law, or third-party claims directly or indirectly related to your use of the platform's services.
9.1 Nothing in these Terms seeks to exclude or limit any liability which cannot lawfully be excluded or limited, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any statutory rights available to consumers under applicable law, including rights relating to services performed with reasonable care and skill.
9.2 Trade Buddy operates a marketplace for remote video guidance and remote oversight only. Trade Buddy provides the platform with reasonable care and skill. Tradespeople are independent providers and are responsible for the guidance they give within the limits of a remote call. Because sessions are remote, neither Trade Buddy nor tradespeople control on-site conditions, verify off-camera hazards, or perform physical work.
9.3 Subject to section 9.1, Trade Buddy shall not be liable for losses arising from: (a) physical work carried out by you or any third party; (b) site conditions, hazards, or defects not shown or described during the session; (c) your use of tools, materials, equipment, or methods; or (d) your failure to follow manufacturer instructions, safety requirements, or legal requirements. This clause describes the scope of the service and does not remove any liability that cannot lawfully be excluded or limited.
9.4 Where a tradesperson profile states that the tradesperson does not hold public liability insurance and/or professional indemnity insurance, or where such insurance is shown as not verified, that status is disclosed for transparency only. If you choose to proceed, you acknowledge that there may be no insurance-backed recovery in respect of property damage, personal injury, or losses arising from that tradesperson’s acts, omissions, or guidance. Trade Buddy does not itself provide insurance for tradesperson services and does not guarantee a tradesperson’s ability to satisfy any claim.
9.5 The platform’s total liability to you, arising out of these Terms, their subject matter, or in connection with the provision of services, shall not exceed five hundred pounds sterling (£500), unless otherwise agreed in writing for a specific case or service, and subject always to section 9.1.
9.6 The Trade Buddy platform is not liable for business losses. The services provided are intended solely for private, non-commercial use. If you use the platform for any business purpose, we will not be liable for any loss of profit, business revenue, interruption, or business opportunities, even if such losses could reasonably be foreseen.
9.7 You remain responsible for deciding whether to carry out physical work, for using tools, materials, and equipment safely, for following manufacturer instructions, and for complying with applicable laws, regulations, permissions, notices, inspections, testing requirements, and safety requirements. Tradespeople providing guidance through the platform are independent providers and are not employees or agents of Trade Buddy. Nothing in this section excludes or limits any liability that cannot lawfully be excluded or limited or any statutory rights available to consumers under applicable law.
10.1 The Trade Buddy platform may revise these Terms from time to time. If changes are made, we will notify you within a reasonable timeframe through the platform or by email. By continuing to use the platform after being notified, you accept the updated Terms. If you do not agree with the changes, you may close your account as described in Section 7.1. These Terms were last updated on the date specified at the beginning of this document.
10.2 If any provision of these Terms is found to be invalid, illegal, or unenforceable, the remaining provisions will continue to be valid and enforceable. Any invalid, illegal, or unenforceable provision will be considered deleted.
10.3 The Trade Buddy platform may assign, subcontract, or transfer its rights or obligations under these Terms, in whole or in part, without your prior consent, provided such actions do not reduce your rights under these Terms or applicable law. If this occurs, we will notify you. You may not assign, subcontract, or transfer your rights or obligations under these Terms as your account and use of the platform are personal unless agreed otherwise.
10.4 These Terms supersede any previous agreements relating to your access and use of the platform. In cases of conflict between these Terms and any prior agreements, these Terms will take precedence.
Interpretation Priority Clause: If there is any conflict between the general limitation, disclaimer, safety, category, or marketplace provisions in these Terms and the specific restrictions, stop-work rules, consumer-rights savings, or compliance wording in the “Jobs We Do Not Allow on Trade Buddy” section, the more specific provision shall prevail to the extent of the inconsistency.
10.5 You may be required to accept additional terms for specific features or services available on the Trade Buddy platform. If there is a conflict between these Terms and any separate agreement, the latter will govern unless otherwise specified.
10.6 No third parties have rights under these Terms except where expressly stated.
11.1 In the event of a dispute, you are encouraged to raise a complaint using the contact information provided. If the dispute cannot be resolved through our internal processes, we will work with you to explore alternative resolution methods, such as mediation. The Trade Buddy platform reserves the right to escalate the dispute to the appropriate court if necessary.
11.2 The Trade Buddy platform is not obligated to use any online dispute resolution platform to resolve disputes but remains committed to working collaboratively to reach a fair resolution where possible.
12.1 These Terms are governed by and must be interpreted in accordance with the laws of England. If you reside in England or Wales, you may bring legal proceedings in the English courts. If you reside in Scotland, you may bring legal proceedings in either the Scottish or the English courts. If you reside in Northern Ireland, you may bring legal proceedings in either the Northern Irish or the English courts.
13.1 By accessing and using the App & Website, you agree to these Terms. If you access or use the App & Website from outside the United Kingdom, your access and use may be subject to country-specific terms or restrictions based on local regulations. It is your responsibility to comply with any applicable local laws.
13.2 The App & Website may feature varied branding or custom interfaces depending on the specific service or functionality you are accessing at the time.
14.1 The Trade Buddy platform can be accessed through its App & Website on most modern devices with an internet connection, equipped with popular operating systems such as Android or iOS.
14.2 You are responsible for obtaining the network access necessary to use the App & Website, including any rates and fees from your mobile network provider, such as data consumption while using the Trade Buddy platform. It is also your responsibility to ensure that your device and operating system are compatible with the App & Website, including keeping any required software or hardware updates current.
14.3 We provide the App & Website “as is” and “as available.” While we strive to maintain consistent access, the App & Website may experience limitations, delays, or other issues inherent to the internet and electronic communications. These services are not guaranteed to be uninterrupted or error-free at all times. The Trade Buddy platform may suspend, withdraw, or restrict availability temporarily for operational or business reasons. We will make reasonable efforts to notify users of such changes in advance.
14.4 To use the Trade Buddy platform in the United Kingdom, you must register and set up an account and be at least eighteen (18) years old. Specific features or services may impose additional eligibility requirements, such as proof of professional credentials for tradespeople.
14.5 During registration, you must provide accurate personal information, including your phone number and email address. To use the platform, you must provide at least one valid payment method (e.g., credit card, debit card, or other accepted payment method). Depending on the service, you may need to provide additional details, such as your address or proof of identity.
14.6 You are under no obligation to log in or use the Trade Buddy platform. If you choose to stop using the platform, you may do so without notice. Tradespeople are also under no obligation to log in or accept job requests unless they voluntarily choose to do so.
14.7 Access to and use of the Trade Buddy platform may be temporarily restricted if a suspected breach of these Terms or a reported complaint is under investigation. In certain cases, we may be unable to disclose details of such complaints while investigations (by us or relevant authorities) are ongoing.
15.1 When using the App & Website, you must comply with all applicable laws. You may only use the platform for lawful purposes and in accordance with the intended uses as outlined in these Terms. Misuse of the platform, including attempts to defraud Trade Buddy or its users, is strictly prohibited.
15.2 You must provide accurate and complete information when registering an account and using the App & Website.
15.3 Your account is personal to you and must not be shared, licensed, or transferred unless expressly permitted by Trade Buddy. Once you have set up an account, you:
15.4 You are responsible for paying any fees or charges incurred for the provision of services booked through your account.
15.5 When using the platform, you must not cause any nuisance, annoyance, inconvenience, or property damage to tradespeople, customers, Trade Buddy, or any other parties.
15.6 There is no fee for accessing or using the App & Website at this time. However, Trade Buddy reserves the right to introduce a usage fee in the future. In such cases, you will be informed in writing and given the option to terminate these Terms before the fee takes effect. Termination of these Terms will result in loss of access to the platform.
15.7 Trade Buddy may introduce fees for specific features on the platform, which will be communicated to you in advance. You can choose whether or not to proceed with those features, and they may be subject to separate terms provided at the time.
16.1 If you encounter a problem with the App & Website or wish to file a complaint, please reach out to us using the contact details provided. We are committed to addressing your concerns promptly and effectively.
17.1 While the Trade Buddy platform strives to keep the information provided through the App & Website accurate and up to date, we make no guarantees, representations, or warranties, whether expressed or implied, about the completeness, reliability, or accuracy of the content. Users should exercise their own judgment and discretion when relying on any information made available through the platform.
18.1 Trade Buddy reserves all rights not expressly granted in these Terms. The App & Website, associated digital tools, and all data gathered through the platform (including all intellectual property rights therein) are and remain the property of Trade Buddy or its licensors.
18.2 You may not, and may not permit any other party to:
18.3 Subject to your compliance with these Terms, Trade Buddy grants you a personal, worldwide, non-exclusive, non-transferable, revocable, and non-sublicensable license to install and use the App & Website solely for your personal, non-commercial use. Any rights not expressly granted under these Terms are reserved by Trade Buddy and its licensors.
19.1 For Trade Buddy services within the United Kingdom, you will be engaging with Trade Buddy, which operates the platform to facilitate the connection between customers and tradespeople. Trade Buddy acts as an intermediary, not as a service provider in so far as it does not directly offer trade services.
19.2 You can contact Trade Buddy using the details provided for any inquiries related to the platform or these Terms.
19.3 All tradespeople registered on the Trade Buddy platform must hold the necessary licenses, certifications, or qualifications relevant to their trade and are responsible for ensuring compliance with all applicable laws and regulations.
19.4 The Trade Buddy platform facilitates the scheduling and provision of remote guidance and consultation services between tradespeople and customers. All guidance is provided via video calls. Trade Buddy operates the platform as a marketplace and does not itself perform physical work, provide on-site services, or control site conditions.
19.5 Tradespeople who accept customer bookings through the platform must comply with Trade Buddy’s terms, maintain professional conduct, and adhere to the agreed timelines and service standards. Failure to meet these obligations may result in account suspension or termination.
19.6 Trade Buddy may carry out a limited identity and right-to-work check for tradesmen, either through Yoti or manually by Trade Buddy Support, for Trade Buddy’s own onboarding, compliance, fraud-prevention, and operational purposes. Trade Buddy does not verify qualifications, experience, competence, licences, registrations, memberships, insurance, public liability cover, professional indemnity cover, or the accuracy of profile claims relating to those matters unless Trade Buddy expressly states otherwise in writing for a specific feature or service. Users remain responsible for carrying out their own checks before relying on any such claim.
20.1 Booking Requests and Contract Formation:
For scheduled bookings, tradespeople are required to respond to booking requests within 24 hours, during which time they may provide a list of required materials and tools or clarify job-related queries. Scheduled bookings must be made at least 7 days in advance to allow time to source required items. On-demand calls are not subject to the 7-day advance-booking rule and instead follow the 2-minute timeout/no-answer outcomes in these Terms.
Session start and end times will be honored unless tasks are completed early, at which point the tradesperson may end the call.
20.2 The Community Guidelines form part of your contract with Trade Buddy.
20.3 We will inform you of the scheduled session start time and duration. While we aim to honor these schedules, they are subject to reasonable allowances for network connectivity. Your contract will conclude when the session ends, or as otherwise provided for in these Terms.
20.4 The price for the remote guidance session (inclusive of VAT, if applicable) will be provided via the Trade Buddy platform before you confirm your booking request.
20.5 Accepted payment methods are listed on the Trade Buddy platform. Full payment is required at the time of booking. If you believe a payment is incorrect, please contact us promptly for resolution.
20.6 Cancellation, No-Show, Timeout, and On-Demand Outcomes
20.7 Trade Buddy may make changes to its services or platform at any time to comply with legal or regulatory requirements or to improve functionality.
20.8 You may terminate your contract for remote guidance services at any time by cancelling your booking. Refunds, if applicable, will be provided in accordance with these Terms.
20.9 All calls conducted through the Trade Buddy platform are recorded for training, monitoring, and dispute resolution purposes. By using the platform, you consent to the recording of your session.
21.1 A DIYer may request a refund review where they reasonably believe that guidance received did not follow appropriate best practice, was materially unsafe, or was materially incorrect, and this resulted in damage, injury, or the project becoming unable to proceed properly.
21.2 A DIYer may also request a refund review where the tradesman provided a Parts & Tools list that was materially incomplete or materially incorrect, and an essential missing item meant the DIYer could not properly continue or complete the booked session.
21.3 Trade Buddy may decide, acting reasonably and after reviewing available evidence (including call recording, chat history, booking details, uploaded media, and other relevant information), whether a full refund, partial refund, or no refund is appropriate.
21.4 Any partial refund for a materially incomplete or materially incorrect Parts & Tools list may be calculated on a pro-rated basis by reference to the useful part of the session versus the wasted part of the session.
21.5 A refund review will not be granted merely because:
21.6 Scheduled-booking cancellation refunds are: more than 7 days before start time = full refund, within 7 days but more than 24 hours before start time = 50% refund, and within 24 hours of start time = non-refundable. If the tradesman has already reviewed the booking and sent the parts and tools list, £10 is deducted from any refund that would otherwise be due. This £10 deduction also applies where the tradesman does not answer the call. If no refund is otherwise due, there is nothing further to deduct.
21.7 The £10 parts and tools list deduction applies only where the list was already sent before cancellation/no-answer. The deduction cannot reduce any refund below £0.
21.8 Trade Buddy’s decision is made as part of its platform mediation and dispute-resolution role. Nothing in this section excludes non-excludable consumer rights or liability that cannot lawfully be limited.
All video calls on Trade Buddy are recorded for quality assurance, training, dispute resolution, and safety purposes. Call recordings are retained for 180 days. By using our service, you agree to mandatory call recording. If you do not agree to call recording, please do not use the service.
Tradespeople set their own hourly rates on TradeBuddy. The price you see for a session already includes all relevant fees, VAT (where applicable), and any surcharges such as On-Demand or Evening/Weekend rates. You will always be shown the full and final amount before you confirm and pay for a booking. TradeBuddy operates as a marketplace and does not provide the services directly. Each tradesperson is responsible for their own pricing, tax obligations, and any insurance they choose to hold or that may be legally or commercially appropriate for their activities. TradeBuddy may update its billing processes where required to meet legal or regulatory requirements, but any changes affecting customers will always be made clear before you book.
Last Modified: 13/04/2026
Powered by...