Customer Booking Terms
Version 0.1-draft · prepared 2026-10-11 · current version
About these terms
These terms explain how booking a tradesperson through Tradey works. Please read them before you book. Nothing in them takes away your legal rights as a consumer.
DRAFT: this document has not been reviewed by a solicitor and must not be treated as final.
Who you are contracting with and who does the work
[DECISION D1 - not yet decided] The business behind Tradey is HMD Building & Maintenance Ltd, company number 08870199, registered office Unit 12 King Alfred Way, Cheltenham, England, GL52 6QP (details taken from HMDPM's own website material; to be confirmed).
Option A: HMD Building & Maintenance Ltd is the business you contract with. It arranges a vetted, independent tradesperson to carry out the work on its behalf and is responsible to you for the service.
Option B: The tradesperson is the business you contract with. Tradey provides the booking platform and collects payments for them.
Until this is decided the booking page will say which applies. The tradesperson who attends is always named to you before the visit.
The callout and what it includes
Booking a callout means a vetted tradesperson attends to look at the problem. The standard callout price is £99.00 including VAT and includes the first 30 minutes on site (not an hour).
Customers who have reached UK State Pension age receive 10% off the callout automatically: £9.90, so £89.10 is charged. This is decided from the date of birth in your profile and the date you pay; you do not need to prove anything. The discount is funded by Tradey and does not reduce what the tradesperson is paid.
The price shown before you pay is the price you pay. Once payment has started it does not change.
Extra work, approval, payment and codes
If the tradesperson finds that more work is needed, they will tell you what, why and how much. Nothing extra is done or charged unless you approve it in the Tradey app and pay for it separately.
Two four-digit codes protect you. The authorisation code is given by you to approve extra work. The completion code is given by you to confirm the work is finished. Only share a code with the tradesperson who is with you, for work you have agreed.
Please do not pay a tradesperson in cash or outside Tradey for work arranged through Tradey. If you are asked to, tell us.
Access
You (or someone you appoint) must give safe access at the agreed time. Tell us about hazards, pets, vulnerable occupants and parking.
If the tradesperson cannot get in, they will record this with a photo. [DECISION D3 - not yet decided] Whether a charge or a return-visit arrangement applies will be stated here once decided.
Changing or cancelling a booking
[DECISION D3 - not yet decided] Cancellation and rescheduling windows and any charge have not been set.
[DECISION D4 - not yet decided] Distance-selling rules normally give you 14 days to cancel a service bought online. If you want the service to start within that period you must ask for that clearly, and if you cancel after it has started you may have to pay for what has been done. Before you pay, the app asks you separately, with an unticked box, whether you want the visit to start now. The exact wording is draft and under legal review. Where the law treats a visit as an urgent repair you specifically requested, different rules may apply.
Refunds, problems and return visits
If the work is not done with reasonable care and skill, or is not as agreed, you have legal rights, including to have it put right or to a price reduction. These terms do not limit them.
Refunds are made to the original payment method. The amount refunded can never be more than you actually paid (for example £89.10 if you received the senior discount).
[DECISION D5 - not yet decided] Return visits and any guarantee period have not been set. If a visit could not be completed, the job stays open and a return visit can be arranged through the app.
Complaints and safety
You can report a problem or a safety concern from your booking at any time; the office sees it straight away and does not wait for any review to be published.
[DECISION D11 - not yet decided] A complaints procedure and any alternative dispute resolution provider have not been set.
If anyone is in danger, call 999.
Your reviews
After a completed booking you can rate the tradesperson from 1 to 5 stars and optionally comment. Reviews are private by default; you choose whether to make yours public. See the Review Policy.
Your information
How we use your information is explained in the Privacy Notice. Accepting these terms does not agree to marketing; marketing is a separate, optional choice.
Liability, insurance and law
[DECISION D2 - not yet decided] Insurance cover and any limits are not recorded yet and none are stated here.
Nothing in these terms excludes or limits liability that cannot lawfully be excluded, including for death or personal injury caused by negligence or for fraud, or your statutory rights.
[DECISION D12 - not yet decided] Governing law and courts: expected to be England and Wales; to be confirmed.
Changes to these terms
If we change these terms we publish a new version and ask you to accept it before your next booking. Versions you accepted stay available in your account.
Open decisions for legal review
- D1. Who contracts with the customer, and who is responsible for the work. The current payment flow takes the customer's payment into Tradey's account and pays the contractor afterwards, which resembles Tradey acting as the seller (principal). The alternative is Tradey as a marketplace/agent with the contractor as the seller. The consumer-law consequences differ (who gives pre-contract information, who must put things right, who is liable). The drafts are written so the choice is visible; they do not assume it.
- D2. Insurance and liability arrangements. No insurance details are recorded in the business configuration. Needed: public liability cover and limits held by Tradey/HMD, what each contractor must hold, who handles damage claims, and any excess. No limits of liability are drafted; statutory rights cannot be excluded.
- D3. Cancellation, rescheduling and no-access charges. No cancellation or no-access fee policy is configured. Needed: free cancellation window, any late/no-access fee (must be reasonable), and refund timing.
- D4. Cancellation right for callouts (Consumer Contracts Regulations 2013). A 14-day cancellation right normally applies to services bought online, unless an exception applies (regulation 28(1)(e) covers contracts where the consumer specifically requested a visit for urgent repairs or maintenance - not additional services). If the exception is not relied on, the trader may only start within the 14 days after an express request, and the customer pays proportionately if they cancel. The draft includes a separate express request; legal review must confirm the approach and wording.
- D5. Return visits and workmanship guarantee. Existing return-visit workflow handles access failures and unresolved problems, but no guarantee period or free-return policy has been decided.
- D11. Complaints procedure and ADR. No complaints procedure or alternative dispute resolution body is configured. Traders in some sectors must tell consumers about ADR; confirm whether it applies and name the provider if so.
- D12. Governing law, courts and consumer wording. Draft assumes England and Wales; confirm and have the consumer-facing wording checked for fairness (Consumer Rights Act 2015).