Contractor Terms & Conditions

1. Definitions 

“Account” means the Contractor’s personal Emergency Hero app account and profile. Each Account belongs to the approved individual named on it and must not be shared. 

“Agreed Attendance Window” means the arrival time or attendance window confirmed for a Booking, or any revised time expressly accepted by the Customer and recorded or confirmed by the Company. 

“App” means the Emergency Hero mobile or web application and any replacement system notified by the Company. 

“Booking” means an arrangement made through the Company’s App, website or telephone service for a Contractor to attend a Customer’s Property, as confirmed by the Company. 

“Booking Fee” means the amount charged to the Customer for the Company’s booking, matching and supplier-finding Services. It is not a payment for the Contractor’s Works. 

“Company” means Emergency Hero Ltd, company number 14389904, whose registered office is Suite 5B Maclaren House, Lancastrian Office Centre, Old Trafford, United Kingdom, M32 0FP, trading as Emergency Hero. 

“Contractor” means the self-employed engineer or tradesperson accepted onto the Company’s network and, where the context requires, the individually approved operative who accepts or performs a Booking. 

“Contractor Labour Charge” means the customer-facing labour or cancellation amount shown in the App for the Booking, before deduction of any Company service fee, refund adjustment or other agreed amount. 

“Customer” means the person who requests, books or purchases Services through the Company. A Contractor is not a Customer when acting as an engineer or tradesperson on the network. 

“HeroCare Booking” means a Booking identified in the App as being supplied under the Company’s HeroCare plan or programme. 

“Initial Attendance Event” means the Contractor’s first physical attendance at the Property on the date first attended, from arrival until the Contractor finally leaves that day. It includes the agreed attendance and up to the first 60 minutes of active on-site labour, but excludes travel to the Property and time spent away obtaining parts unless the App expressly states otherwise. 

“Job Completion Record” means the complete App record required by section 9, including attendance times, diagnostic findings, Works performed, parts used, safety information, evidence and outcome. 

“Off-Platform Work” means any labour, part, material, return visit or other work connected with a Booking that is arranged, undertaken or paid for outside the Company’s App and payment process without the Company’s express prior confirmation by telephone or in the App. 

“Property” means the address at which the Contractor is instructed to attend under a Booking. 

“Services” means the booking, matching, introduction, administration and payment-processing services provided by the Company. The Services do not include the Works. 

“Tier” means a Gold, Silver or Bronze network subscription selected by a Contractor, as described in Schedule 4 once completed. 

“Works” means any inspection, diagnosis, repair, maintenance or other trade work at the Property that the Company has expressly confirmed by telephone or in the App as forming part of the Booking. 

“Working Day” means Friday to Monday, excluding public and bank holidays in England. 

2. Agreement, acceptance and duration 

2.1 These Terms govern the Contractor’s registration on and use of the Company’s network, App and Services, each Booking accepted by the Contractor, and any Works performed in connection with a Booking. 

2.2 The Contractor accepts these Terms when they sign or electronically accept them, create or continue to use an Account after being given notice of them, pay for a Tier, or accept a Booking after the effective date, whichever occurs first. 

2.3 Each Booking forms a separate engagement under these Terms. The Contractor is free to accept or reject a Booking before acceptance. Once accepted, the Contractor must perform it in accordance with these Terms unless the Company releases the Contractor or an event outside the Contractor’s reasonable control makes attendance impossible. 

2.4 These Terms continue until terminated under section 20. No minimum number or value of Bookings is promised. 

2.5 If a Booking confirmation or completed commercial schedule expressly conflicts with these Terms, the Booking confirmation or schedule prevails only for the matter it specifically addresses. 

3. The Company’s role and the independent relationship 

3.1 The Company operates a booking and supplier-finding platform. It introduces Customers to independent Contractors and facilitates Bookings and payment. The Company does not itself perform the Works. 

3.2 When the Contractor accepts a Booking, the contract for the Works is between the Contractor and the Customer. The Contractor is the trader responsible to the Customer for the Works, including their quality, safety, description, price information, workmanship, statutory remedies and any guarantee the Contractor provides. 

3.3 The Contractor acts as an independent business and not as an employee, worker, agent, partner or representative of the Company. The Contractor has no authority to make promises, vary Customer terms, incur liabilities or enter into commitments on the Company’s behalf. 

3.4 In particular, the Contractor: 

• is free to accept or decline each Booking when it is offered but, once accepted, must attend and perform the Booking in accordance with these Terms; 

• may provide services to other customers and businesses, including competitors; 

• controls the professional method used to carry out the Works, subject to the agreed scope, the law, manufacturer instructions, applicable standards and these platform requirements; 

• provides and maintains their own tools, equipment, vehicle, protective equipment and ordinary consumables; 

• bears their own business expenses, tax, National Insurance, insurance and business risk; and 

• is not entitled from the Company to holiday pay, sick pay, pension contributions or other employee benefits, subject always to any rights that apply by law. 

3.5 The description of the relationship in these Terms records the parties’ intention but does not override any employment, tax or other status that the law determines from the true working arrangements. 

4. Eligibility, vetting and the Contractor Account 

4.1 The Contractor must provide accurate, current and complete information requested by the Company, including identity, address, business details, right-to-work or right-to-contract information where applicable, trade qualifications, registrations, insurance, bank and tax information. 

4.2 The Contractor must immediately notify the Company of any expiry, restriction, suspension, investigation, complaint, prosecution, insolvency event or other change that may affect their competence, safety, legality, insurance or suitability for a Booking. 

4.3 The Company may carry out proportionate checks before and during network membership. Admission to the network or completion of checks is not an endorsement that transfers the Contractor’s responsibility for their own competence, documents or Works to the Company. 

4.4 The Account is personal to the approved operative. Login details must be kept secure and must not be shared, transferred or used to allow an unapproved person to accept or perform a Booking. 

4.5 Substitution and team members 

The Contractor must not subcontract, transfer or send another person to a Booking unless that person has their own active, separately vetted Account for the relevant trade and the Company confirms the substitution before attendance. The Customer must be told the identity of the attending operative. Unless the Company reassigns the Booking, the accepting Contractor remains responsible for the approved substitute’s performance. 

An unapproved substitution is a material breach and may result in immediate suspension or removal, regardless of whether the substitute is an employee, colleague, family member or member of the Contractor’s own business. 

5. Booking offers, acceptance and availability 

5.1 A Booking offer may contain the reported issue, Property, Agreed Attendance Window, trade required, customer-facing charges, anticipated Contractor payment and any special instructions. The Contractor must review the available information before accepting. 

5.2 Acceptance confirms that the Contractor: 

• is available and reasonably expects to arrive within the Agreed Attendance Window; 

• is competent, qualified, registered and insured for the reported issue and likely Works; 

• has considered the travel time, location and ordinary business costs; 

• will reserve the Agreed Attendance Window and may need to decline other work in order to remain available; and 

• will use the App for every required update, record, approval and payment connected with the Booking. 

5.3 The Contractor must promptly reject or ask the Company to reassign a Booking if the reported issue is outside their competence, legal scope, insurance, registration or available equipment. Attendance must not be used as a substitute for a qualification the Contractor does not hold. 

5.4 The Contractor must keep availability and service areas reasonably current. The Company may consider acceptance rate, cancellations, delays, Customer feedback, note quality and complaint outcomes when deciding whether to offer future Bookings or a Tier benefit, but no single review automatically determines breach. 

6. Attendance, delay, cancellation and non-attendance 

6.1 Attendance duties 

After accepting a Booking, the Contractor must reserve the Agreed Attendance Window, plan a safe and realistic journey, update the App when travelling, arrive within the window and remain contactable through the details registered on the Account. 

The Contractor must not mark themselves as travelling, arrived, on site or complete unless that status is accurate. Where supported by the App, location and time records may be used to verify attendance. 

6.2 Notice of delay 

As soon as the Contractor knows or reasonably suspects that they may miss the Agreed Attendance Window, they must update the App and notify the Company via telephone. Where reasonably possible, notice must be given at least 30 minutes before the end of the window. If the likely delay exceeds 15 minutes, or the App is unavailable, the Contractor must also telephone the operations team using the current number shown in the App. 

The notice must state the reason for the delay, current location where relevant, realistic estimated arrival time and whether attendance remains possible that day. The Contractor must continue to provide material updates until arrival or reassignment. 

The Contractor must not treat a revised time discussed directly with the Customer as binding unless the Customer has expressly accepted it and the Company records or confirms the revision. A one-sided notification does not change the Agreed Attendance Window. 

6.3 Contractor-caused delay adjustments 

Where delay is attributable to the Contractor, the following pre-agreed service-level adjustments reflect the Customer refund policy and apply to the Contractor Labour Charge. They are adjustments to the payment earned for the affected Booking, not separate disciplinary fines. 

Delay after window 

If Customer continues 

If Customer cancels before arrival 

Contractor account consequence 

Up to 30 minutes 

No automatic reduction solely for delay. 

Normal cancellation provisions apply. 

Delay may be recorded; notice duties still apply. 

>30 minutes to 1 hour 

Payment reduced by 25% of the Contractor Labour Charge. 

Contractor is entitled to a cancellation amount equal to 75% of the Contractor Labour Charge, subject to section 14. 

Service failure recorded. 

>1 hour to 2 hours 

Payment reduced by 50% of the Contractor Labour Charge. 

No Contractor Labour Charge or cancellation payment is earned. 

Service failure recorded. 

>2 hours 

Any payment must be expressly confirmed by the Company before Works begin and will be reduced by at least 50%. 

No Contractor payment is earned; the Booking is treated as a non-attendance. 

Serious service failure; review, suspension or removal may follow. 

Unable to attend that day 

If the Customer accepts a revised Booking, payment follows the revised Booking only. 

No payment is earned for the abandoned attendance. 

Serious service failure unless excused under section 24. 

 6.4 The Company may waive or reduce an adjustment where the Contractor gives prompt notice and provides reasonable evidence that the delay was caused by the Customer or by an event outside the Contractor’s reasonable control. Customer rights under the Customer Terms are unaffected. 

6.5 Contractor cancellation and no-show 

If the Contractor becomes unable to attend after acceptance, they must notify the Company immediately through the App and by telephone or, if the telephone line is unavailable, by SMS. The Contractor must not ask the Customer to cancel instead, falsely mark the Booking complete or arrange an unapproved replacement. 

A late cancellation, loss of contact or no-show ordinarily results in no payment. Repeated cancellations, frequent delays, failure to give notice, or a deliberate no-show may result in Tier downgrade, suspension or termination. The Company will consider the evidence, seriousness, pattern and any circumstances outside the Contractor’s reasonable control. 

7. Customer cancellation, access failure and aborted attendance 

7.1 If the Customer cancels after the Contractor has accepted and while the Contractor remains able to arrive within the Agreed Attendance Window, the Company will apply the Customer Terms. Subject to section 14, the Contractor is entitled to a cancellation amount upto the Contractor Labour Charge to compensate for reserving the attendance, travel undertaken and other work the Contractor may have declined at Emergency Hero’s discretion. 

7.2 The entitlement in section 7.1 applies whether the Contractor has arrived on time, is travelling, or still has time remaining within the Agreed Attendance Window. It does not apply where the Contractor had already cancelled, was no longer able or willing to attend, had materially breached the Booking, or was late enough for the delay table in section 6.3 to apply. 

7.3 If the Contractor arrives within the Agreed Attendance Window but cannot gain access because the Customer is absent, refuses entry, gives an incorrect address or fails to provide an authorised person, the Contractor must: 

• use the App to record arrival and the access issue; 

• make reasonable attempts to contact the Customer through the approved channel; 

• contact the Company before leaving; 

• wait for any reasonable period specified in the App or by the operations team; and 

• upload contemporaneous evidence, without photographing people or private areas unnecessarily. 

7.4 If those steps are completed and the failure is attributable to the Customer, the Company may treat the attendance as an aborted Booking and pay the amount permitted by the Customer Terms. No fee may be demanded or collected directly from the Customer. 

7.5 The Company will use reasonable efforts to notify the Contractor of a Customer cancellation through the App, telephone, SMS or the registered contact details. The Contractor must monitor the App and remain reasonably contactable after accepting a Booking. 

DECISION REQUIRED: Confirm whether a full customer-cancellation or aborted-attendance payment is free of the usual network service fee, and specify the minimum waiting period at the Property. 

8. Scope of the Initial Attendance Event 

8.1 The original Booking covers the agreed attendance and up to the first 60 minutes of active on-site labour during the Initial Attendance Event, unless the App expressly states a different scope. 

8.2 The first-hour period begins when the Contractor has arrived, obtained access and starts inspection, diagnosis or trade work. It includes reasonable inspection, diagnosis, explanation and Works carried out at the Property. Travel to the Property and time spent away obtaining parts do not count as billable labour unless the Company expressly confirms otherwise. 

8.3 The Contractor may receive the agreed fixed payment for attendance and up to the first hour even if the issue is resolved in less than 60 minutes, subject to the Booking confirmation and these Terms. The Contractor must not claim additional time until the use of the first 60 minutes of active labour have been accurately recorded. 

8.4 Everything that occurs during the Initial Attendance Event must be recorded in the App, including inspection, diagnosis, tests, labour, parts, advice, make-safe action, refusal, access issue, damage, safety concern, proposed extra work and the outcome. 

8.5 Leaving to obtain parts does not authorise extra time, a return visit or additional charges. Before leaving, the Contractor must update the App with the diagnosis, parts required, price evidence, expected return and any approval required under section 10.

9. Mandatory App records and minimum job-note standard 

9.1 Record required for every Booking 

The Contractor must create a complete, accurate and contemporaneous Job Completion Record for every Booking, including a no-access, cancellation, diagnostic-only, make-safe, unresolved or no-fix attendance. The record is mandatory and is a condition of payment. 

9.2 Minimum content 

The App-generated attendance and status information will form part of the Job Completion Record. The Contractor must ensure that these statuses are updated accurately but is not required to repeat the information in their written notes. 

The Contractor’s written job notes must include, as a minimum: 

• the issue investigated and any relevant information provided by the Customer; 

• what was inspected, together with the material findings, tests or readings relevant to the diagnosis; 

• the diagnosed or likely cause, or confirmation that the cause could not be established; 

• a clear description of the Works carried out; 

• any parts or materials fitted or supplied; 

• the outcome of the attendance, including anything unresolved, any temporary repair or make-safe action and any further work recommended; and 

• any proposed additional labour, parts, materials or return visit, together with its approval status. 

Where relevant, the Contractor must also record any safety concern, isolation, warning notice, access problem, disagreement, damage, injury or other material incident. 

Relevant photographs, receipts, certificates, warning notices or other supporting evidence must be uploaded to demonstrate the diagnosis, Works completed, parts supplied or condition of the Property. 

9.3 Quality and timing 

Notes must be factual, specific, professional and detailed enough for another appropriately qualified person to understand what was reported, what was inspected, what was found, what was done, what was charged and what remains outstanding. The Contractor must distinguish fact from opinion and must not include abusive, discriminatory, speculative or irrelevant personal comments. 

The record must be completed before the Booking is marked complete and, where reasonably practicable, before leaving the Property. If a genuine safety or connectivity issue prevents this, the Contractor must notify the Company before leaving and upload the complete record within twenty-four hours of the job being marked as complete. 

9.4 Evidence and record integrity 

The Contractor must retain and upload any receipt, certificate, warning notice, test result, quote or other evidence reasonably requested. Records must not be falsified, backdated, copied from another Booking or altered to conceal unauthorised work or payment. 

The Company may return inadequate records for correction and may hold the affected payment until a satisfactory record is supplied. An isolated minor omission may be corrected. Repeatedly inadequate notes, failure to correct them, or any deliberate omission or falsification may result in suspension or removal. Deliberately concealing Off-Platform Work is a material breach permitting immediate termination. 

10. Additional time, parts, materials and return visits 

10.1 No additional time, part, material, replacement item or return visit may be started, supplied, ordered on a non-cancellable basis or charged as part of a Booking unless: 

• the Contractor first submits a proposal in the App, including the reason, scope, labour time, parts description, price and expected outcome; 

• the Company expressly confirms by telephone or in the App that the proposal forms part of the Booking; 

• the Customer expressly agrees to the scope and charge through the approved process; and 

• the approval is recorded in the App before the additional work begins or the cost is incurred. 

10.2 The Contractor must not rely solely on the Customer’s oral agreement at the Property. If approval is given by telephone through the Company, the Contractor must wait until the Company has recorded or confirmed it before proceeding. 

10.3 A proposal for additional work must be sufficiently clear to prevent misunderstanding. It must separate labour, parts, materials and any return attendance, state whether VAT is included where applicable, and identify any material assumptions or diagnostic uncertainty. 

10.4 Unless the App expressly states otherwise, travel, time obtaining parts, parking, congestion charges, fuel, tools and ordinary consumables are the Contractor’s own business costs and must not be added to the Customer’s charge. 

10.5 Where immediate action is reasonably necessary to prevent imminent danger or material further damage, the Contractor may take proportionate make-safe action within their competence. The Contractor must contact the Company as soon as safe, record the reason and action in the App, and must not assume that unapproved repair work or parts will be paid. 

10.6 Every later attendance connected with the reported issue, including a return with parts, a guarantee visit, remedial attendance or completion visit, requires a Booking or return-visit authorisation confirmed by the Company and recorded in the App. 

11. Off-Platform Work, direct payments and non-circumvention 

11.1 The Contractor must not solicit, offer, arrange, undertake or accept payment for Off-Platform Work arising from or connected with a Booking. This prohibition covers extra time on the same day, parts, materials, a later return, remedial work, work for another issue identified during attendance and any arrangement made using Customer details obtained through the Company. 

11.2 The Contractor must not ask or encourage a Customer to pay cash, card, bank transfer or any other amount directly; cancel or misdescribe a Booking; omit information from the App; create a private invoice for authorised Booking Works; or contact the Customer later to avoid the Company’s approval or fee process. 

11.3 If a Customer asks to arrange or pay for additional work directly, the Contractor must decline, explain that it must be submitted through Emergency Hero, and record the request in the App. The Contractor must notify the Company promptly. 

11.4 Off-Platform Work is outside the Company’s Services and customer payment system. The Company does not authorise, supervise, invoice, guarantee or accept responsibility for it. The Contractor remains solely responsible for the agreement with the Customer, all consumer information and cancellation duties, payment, workmanship, tax, insurance, guarantees, complaints and liability arising from it. 

11.5 Any deliberate Off-Platform Work or circumvention is a material breach. The Company may immediately suspend or terminate the Account, cancel Tier benefits, withhold only sums reasonably connected with the breach while investigating, and recover documented refunds, chargebacks, fees and direct losses reasonably caused by the breach. The Company will give the Contractor a written explanation and reasonable supporting information, except where doing so would prejudice fraud, safety or regulatory enquiries. 

11.6 Nothing in this section prevents the Contractor from working independently for a person who was already their genuine customer before the Emergency Hero Booking, provided the Contractor can evidence that pre-existing relationship and does not use the Booking to move connected work off-platform. 

12. Professional standards, workmanship and Customer rights 

12.1 The Contractor must perform the Works with reasonable care and skill, in accordance with the Booking, all information provided to the Customer, applicable law, recognised trade practice, manufacturer instructions and any mandatory technical standard. 

12.2 The Contractor must use suitable materials, act honestly, communicate professionally, protect the Property, minimise avoidable disruption and make reasonable efforts to diagnose and, where safe and reasonably possible, resolve the reported issue on the first attendance. This is an obligation of competent performance, not a guarantee that every issue will be diagnosed or fixed. 

12.3 The Contractor must not guarantee a diagnosis, outcome, attendance time, insurance coverage or part availability unless the statement is accurate and authorised. If the issue cannot be fixed, the Contractor must clearly explain why, record the position and leave the Property safe so far as reasonably possible within their competence. 

12.4 The Contractor must comply with the Consumer Rights Act 2015 and any other consumer law applicable to the Works. Nothing in these Terms authorises the Contractor to exclude or restrict the Customer’s statutory rights. 

12.5 The Contractor is responsible for any workmanship guarantee or warranty they provide and must state its scope, duration and exclusions in writing. A guarantee does not replace statutory rights. 

12.6 Urgent and additional Works 

The Contractor must not describe unrelated or non-urgent work as urgent merely because the original Booking was urgent. The urgent-repair cancellation exception applies only where the Customer specifically requested a visit for genuinely urgent repairs or maintenance and does not automatically extend to unrelated goods or services. Any additional work must follow section 10 and any cancellation information required by law. 

13. Safety, legal compliance and trade-specific requirements 

13.1 The Contractor must assess risk, work safely, take reasonable care of their own health and safety and that of Customers and others, and comply with all applicable health and safety, environmental, building, electrical, water, waste and trade-specific law. 

13.2 The Contractor may and must refuse or stop work that is unsafe, unlawful, outside their competence or registration, or requires a permission that is clearly absent. The Contractor must make the situation safe so far as reasonably possible, notify the Customer and Company, and record the reason and evidence in the App. 

13.3 The Customer is responsible under the Customer Terms for lawful access and owner, landlord or other permissions. The Contractor must not proceed where they know or reasonably suspect that a mandatory permission, permit or approval is missing. 

13.4 Any accident, injury, property damage, dangerous occurrence, suspected asbestos, violence, safeguarding concern, gas warning, electrical danger or material near miss must be reported to the Company immediately when safe and documented in the App. The Contractor remains responsible for any report they are legally required to make, including under RIDDOR where applicable. 

13.5 Gas work 

Gas work may be performed only by a Contractor who is currently registered with the Gas Safe Register through an appropriate registered business and personally competent and authorised for the relevant category of work. The Contractor must carry and show current identification, follow applicable Gas Safe procedures, issue required notices and certificates, and record any isolation or unsafe situation. 

The Contractor must not work outside the categories shown on their Gas Safe identification or ask an unregistered person to carry out gas work for later sign-off. 

14. Contractor payment, Company fees and financial adjustments 

14.1 Payment collection appointment 

The Contractor appoints the Company as its limited payment-collection agent for authorised Works and cancellation amounts connected with a Booking. Payment by the Customer to the Company discharges the corresponding debt to the Contractor to the extent received. This appointment does not make the Company the supplier of the Works or the Contractor’s general agent. 

14.2 Amount shown before acceptance 

The App will show or make available the customer-facing Contractor Labour Charge, applicable Company service fee or deduction, anticipated net Contractor payment and any different Tier or Booking-specific terms before acceptance. By accepting, the Contractor authorises the Company to collect the Customer charge, deduct the stated amounts and remit the balance. The amount shown includes VAT. 

Unless a completed Tier schedule or Booking confirmation states otherwise, the current standard assumptions for this draft are: 

Charge category 

Company service fee 

Draft treatment 

Labour 

33.33% (one third) of the gross approved Labour Charge 

Applied to authorised labour unless the App or Tier states another rate. 

Approved parts/materials 

10% of the gross approved parts/materials amount 

Covers administration and payment processing; proof of purchase is required. 

14.3 Conditions and timing of payment 

The Contractor becomes eligible for payment only after the relevant attendance or authorised Works have been completed, the Booking has been accurately marked complete, a satisfactory Job Completion Record and requested evidence have been supplied, and the Customer payment has been collected or authorised for collection. 

Subject to this section, payment will normally be remitted within seven calendar days after those conditions are met, unless a different period was shown before acceptance or applies under the completed Tier or HeroCare schedule. 

The Contractor must maintain accurate bank and tax details. The Company is not responsible for delay caused by incorrect details, a payment-provider review, or information the Contractor has failed to supply, but will use reasonable efforts to resolve the issue. 

14.4 Parts and expenses 

The Contractor bears the cost and risk of travel, fuel, parking, tools, ordinary consumables and any unapproved purchase. Approved parts or materials are reimbursable only where the App approval and requested receipt or supplier evidence have been uploaded. The Contractor must not inflate, duplicate or misdescribe a cost. 

14.5 Invoices and VAT 

The Contractor authorises the Company to generate and provide a Customer invoice or receipt on the Contractor’s behalf using information from the Account and Job Completion Record. The Contractor remains responsible for the accuracy of the Works description, legal identity, VAT status and tax information and must notify the Company immediately of any correction. 

The Contractor is responsible for registering, accounting and paying for VAT, income tax, corporation tax, National Insurance, CIS and any other tax or levy that applies to their business. The Company may make any deduction or report required by law. 

14.6 Refunds, disputes, set-off and withholding 

The Contractor authorises the Company to apply the attendance adjustments in section 6, the disclosed Company fees, Customer refunds or chargebacks attributable to the Contractor’s breach, duplicate or overpayments, and other amounts expressly authorised by these Terms or agreed in writing before deduction. 

Where a Customer raises a genuine dispute, the Company may temporarily hold only the amount reasonably affected while evidence is gathered. The Company will notify the Contractor of the substance of the issue, seek a response, review it without undue delay and release any undisputed amount. The Company aims to acknowledge a dispute within three Working Days but does not guarantee final resolution in that period. 

Before making a non-routine deduction or set-off, the Company will provide a written explanation and reasonable calculation. The Contractor may dispute it through section 15. Nothing in these Terms authorises an unlawful deduction from wages if the Contractor is found to have worker status. 

15. Complaints, evidence and remedial Works 

15.1 The Contractor must cooperate promptly and reasonably with any complaint, payment query, insurer request, safety investigation or regulatory enquiry connected with a Booking. The Contractor must preserve and provide relevant App records, photographs, receipts, certificates, messages and other evidence. 

15.2 The Company may facilitate communication and investigate whether its platform requirements were followed. This does not make the Company responsible for the Contractor’s Works or prevent the Customer from exercising statutory rights directly against the Contractor. 

15.3 If Works do not meet the required standard, the Contractor remains responsible for the Customer’s available legal remedies, which may include repeat performance, price reduction, repair, replacement, compensation or a refund as applicable. 

15.4 The Contractor must not arrange a private return in response to a complaint. Any inspection, remedial attendance or guarantee work connected with a Booking must be authorised and recorded through the Company under section 10. Unless the App expressly confirms payment, remedial work required because of the Contractor’s own breach or defective workmanship is carried out at the Contractor’s cost. 

15.5 A Customer review or allegation may trigger a proportionate review but will not, by itself, be treated as conclusive. The Company may consider objective records, seriousness, recurrence, cooperation, safety impact and the outcome of any complaint. 

15.6 The Contractor may raise a concern by email to help@emergencyhero.co.uk, by telephone at 07457411865, or by writing to the registered office. The Company will aim to acknowledge it within three Working Days. 

16. HeroCare Bookings 

REQUIRED: Will complete when we have finalised details and terms for HeroCare. 

17. Gold, Silver and Bronze network subscriptions 

17.1 A Tier is a business-to-business network subscription purchased by the Contractor for purposes relating to their trade or business. It does not create employment, exclusivity, a guaranteed territory, a minimum income or a guaranteed number, type, value or frequency of Bookings. 

17.2 The selected Tier may affect subscription price, platform features, lead visibility or priority, service-fee rates, service areas, support, profile features and performance requirements only as stated in the completed Schedule 4 and the App at sign-up. 

17.3 Booking availability always depends on Customer demand, geography, trade, time, price, Contractor availability, suitability, performance and other operational factors. A higher Tier does not guarantee that a Booking will be offered or accepted by a Customer. 

17.4 Tier fees are separate from Company service fees on Bookings. The Contractor must be shown the price, billing frequency, minimum term, renewal method, cancellation process and material benefits before subscribing. 

17.5 Upgrade, downgrade, renewal, cancellation, missed-payment and refund rules will be those stated in Schedule 4. The Company must give reasonable notice of a material adverse change and will not retrospectively change the commercial terms of a Booking already accepted. 

17.6 The Company may suspend Tier benefits for non-payment or serious breach and may downgrade or terminate membership for repeated substantiated service failures, subject to section 20. Suspension or removal does not automatically create a refund right unless Schedule 4 says so or the law requires one. 

18. Data protection, confidentiality and Customer contact 

18.1 Each party must comply with the UK GDPR, the Data Protection Act 2018 and other applicable privacy and electronic-communications law. Unless the parties expressly agree otherwise in writing, each acts as an independent controller for the personal data it processes for its own purposes. 

18.2 Customer information is provided only for performing and administering the relevant Booking, meeting legal and safety duties, invoicing and resolving complaints. The Contractor must not use it for unrelated marketing, private work, profiling, sale, disclosure or contact after the Booking except where reasonably necessary for an authorised return, guarantee or legal obligation. 

18.3 The Contractor must use appropriate security, keep devices and Account credentials secure, restrict access to approved persons, avoid unnecessary downloads or local copies, and securely delete personal data when no longer required, subject to lawful trade, tax, insurance and limitation records. 

18.4 The Contractor must notify the Company without undue delay and within 24 hours of becoming aware of any loss, unauthorised access, disclosure, mistaken message, compromised Account or other personal-data incident connected with a Booking, and must cooperate with investigation and notification duties. 

18.5 The Contractor must keep confidential the Company’s non-public commercial information, Customer information, pricing, security processes, App functionality and Booking data. This duty survives termination. 

19. Insurance, qualifications and business records 

19.1 The Contractor must maintain throughout membership all insurance, qualifications, registrations, licences and certifications required by law and reasonably appropriate for the Works offered, including public liability, professional indemnity where advice or design is provided, employers’ liability where legally required, motor insurance for business use and trade-specific cover. 

19.2 Evidence must be supplied before expiry and on request. The Company may restrict Bookings or hold payment for affected Works while current evidence is missing, but will release payment once satisfactory evidence is supplied unless another lawful reason for withholding applies. 

19.3 Satisfactory evidence means a current document from the insurer, regulator, awarding body or other credible issuer that identifies the insured or qualified person or business, scope, limits or categories, effective dates and any material restrictions, and can reasonably be verified. 

19.4 The Contractor must retain Booking, invoice, receipt, certificate, safety and tax records for the period required by law and at least six years after the relevant Booking where legally permissible and reasonably necessary for claims or accounts. 

20. Suspension, removal and termination 

20.1 Either party may terminate the ongoing network agreement immediately. Termination does not cancel a Booking already accepted unless the Company expressly reassigns it. 

20.2 The Company may temporarily suspend an Account or particular trade category while it reasonably investigates a safety concern, expired document, suspected fraud, data breach, serious complaint, false record, payment risk or other material issue. The Company will explain the general reason and review the suspension promptly, except where disclosure would prejudice an investigation or safety. 

20.3 The Company may remove or terminate a Contractor immediately for a material breach, including: 

• deliberate Off-Platform Work, direct payment or circumvention; 

• false, altered or deliberately incomplete App records; 

• an unapproved substitute or shared Account; 

• unsafe, unlawful, abusive, discriminatory, fraudulent or dishonest conduct; 

• working without required insurance, registration, qualification or competence; 

• a deliberate no-show or abandonment that puts a Customer or Property at risk; 

• misuse of Customer data or a serious confidentiality or security breach; or 

• failure to cooperate with a serious safety, regulatory or complaint investigation. 

20.4 For a breach that is capable of remedy and is not serious enough for immediate termination, the Company will normally identify the issue and allow a reasonable opportunity to correct it. Repeated inadequate notes, substantiated complaints, frequent delays or cancellations, poor communication, low service standards or failure to improve may lead to warning, retraining, restricted offers, Tier downgrade, suspension or termination. 

20.5 On termination, the Contractor must stop representing any network connection, cease using the App and Company branding, complete or cooperate in the reassignment of live Bookings, return or delete confidential information as instructed, and remain responsible for outstanding Works, guarantees, complaints, records and sums due. 

21. Liability and indemnity 

21.1 The Contractor is responsible for their own acts, omissions, advice, Works, workmanship, personnel, approved substitutes, equipment, materials, tax and compliance. The Contractor is liable for loss or damage they cause to the Customer, Company or a third party through breach of contract, negligence, statutory breach, misrepresentation or other wrongful act. 

21.2 The Contractor will reimburse the Company for reasonable, documented direct loss, refund, chargeback, third-party claim, regulatory cost and professional cost to the extent caused by the Contractor’s breach, negligence, unlawful conduct, Off-Platform Work, data breach or unapproved substitute. The Contractor is not responsible under this clause to the extent the loss was caused by the Company’s own breach or negligence, and the Company must take reasonable steps to mitigate loss. 

21.3 To the fullest extent permitted by law, neither party is liable to the other for indirect or consequential loss, or loss of anticipated profit, business or opportunity, arising under these Terms. This does not exclude a Company service fee or Customer charge that would have been received but for deliberate Off-Platform Work. 

21.4 Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, wilful misconduct, or any liability that cannot lawfully be excluded or limited. 

21.5 The Company remains responsible for its own Services. Subject to section 21.4 and to the extent permitted by law, the Company is not responsible for Customer conduct, the condition of the Property, the Contractor’s business costs, or the Contractor’s Works merely because it introduced the parties or processed payment. 

22. App, intellectual property and branding 

22.1 The Company grants the Contractor a limited, revocable, non-exclusive and non-transferable right to use the App during membership solely for legitimate network activity. The Contractor must not copy, reverse engineer, interfere with, scrape, misuse or attempt unauthorised access to the App or data. 

22.2 Emergency Hero, associated names, logos, content and systems belong to the Company or its licensors. The Contractor may describe themselves accurately as an independent Contractor available through the relevant brand but must not claim to be employed by, owned by, partnered with or authorised to bind the Company. 

22.3 The Contractor must not use Company branding on private invoices, websites, vehicles, uniforms or advertising without written permission, and must stop any permitted use when requested or when membership ends. 

23. Changes, notices and communications 

23.1 The Company may update these Terms for future Bookings and ongoing network use. It will give reasonable notice of a material change through the App, email or another durable written method. A change will not retrospectively alter the payment or scope of a Booking already accepted unless required by law or agreed by both parties. 

23.2 If the Contractor does not accept a material change, they may stop accepting new Bookings and terminate before it takes effect, subject to any separately agreed paid Tier minimum term. 

23.3 Booking notices, delay notices, approvals and cancellations must use the App or other method these Terms specifically require. General legal notices may be sent by email to the registered Account address or to help@emergencyhero.co.uk, or by post to the Company’s registered office. 

23.4 The Contractor must keep contact details current and monitor the App and registered email while a Booking is live. An in-App or email notice is treated as received when made available, unless the sender receives a delivery failure. 

24. Events outside reasonable control 

24.1 Neither party is responsible for delay or failure to perform to the extent directly caused by an event that could not reasonably have been prevented or overcome after reasonable steps. Examples may include severe weather, flooding, fire, major road closure, widespread transport or telecommunications failure, government or emergency-service action, civil emergency, or sudden serious illness or accident. 

24.2 Ordinary traffic, poor journey planning, an overrunning job that could reasonably have been managed, lack of fuel, expired documents, equipment failure without reasonable maintenance, or accepting conflicting work will not normally qualify. 

24.3 The affected party must notify the other as soon as reasonably possible, provide reasonable evidence if requested, minimise the effect and resume performance or assist with reassignment when possible. Customer cancellation and refund rights remain governed by the Customer Terms. 

25. General terms 

25.1 Entire agreement. These Terms, the Booking confirmation and completed schedules form the agreement between the Company and Contractor about the network and replace prior statements on the same subject. They do not exclude liability for fraud or fraudulent misrepresentation. 

25.2 No waiver. A delay or failure to enforce a right is not a waiver. A waiver is effective only for the specific matter confirmed in writing. 

25.3 Severability. If a provision is unlawful or unenforceable, it will be removed or limited only to the minimum extent necessary, and the remaining provisions continue. 

25.4 Assignment. The Contractor may not assign or transfer these Terms, an Account or a Booking without the Company’s written consent. The Company may assign these Terms as part of a genuine sale, reorganisation or transfer of its business, provided this does not materially reduce the Contractor’s accrued rights. 

25.5 Third-party rights. Except for rights expressly granted to a Customer in relation to the Contractor’s Works, a person who is not a party to these Terms has no right to enforce them under the Contracts (Rights of Third Parties) Act 1999. 

25.6 Call recording. Calls may be recorded or monitored for quality, training, transaction verification, fraud prevention and complaint handling in accordance with the Company’s Privacy Policy and applicable law. 

26. Governing law and jurisdiction 

These Terms and any non-contractual dispute or claim arising from them are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction, subject to any mandatory rule that gives a party the right to bring proceedings elsewhere.