These Terms and this Agency Agreement are Version 2.4. We issued them on 10th July 2026. We will update them from time to time. When we do, we will tell you. If you do not accept the changes then email us at [email protected] to say you do not accept a change, otherwise we will treat you as accepting the changes.

We agree the following.

1.               About us

1.1            Company details. Trusted Payments Limited (company number 14045911) ('we' and 'us') is a company registered in England and Wales. Our registered office is at Premier House, Argyle Way, Stevenage, SG1 2AP.

1.2            Contacting us. To contact us, email us at [email protected]. Clause 13.2 explains how to give us formal notice about anything under the Contract.

2.              Our contract with You

2.1            Our contract. These terms and conditions ('Terms') apply when we supply Services to you ('You' or 'User'). Together they make the 'Contract'. These Terms apply instead of any other terms you try to add or rely on. Nothing in these Terms removes or limits any right you have under the law, including your rights under the Consumer Rights Act 2015 for services to be carried out with reasonable care and skill, at a reasonable price, and within a reasonable time.

2.2           Services. The 'Services' means all of the following together. First, access to and use of the App, which lets you take part in and manage projects through the platform (the 'Main Service'). Second, the agreement between you (the User) and independent contractors ('Contractors') about the terms of project work (the 'Related Services Agreement'). Third, the work a Contractor does for you through the App under a Related Services Agreement, to deliver the project work you asked for (a 'Related Service'). Fourth, the payment you make to Contractors for that work ('Payments for Related Services').

2.3           Contractors. The Contractors are people or companies that belong to membership associations accredited to carry out the Services. When a Contractor agrees to provide Related Services to you through the App, that Contractor also agrees to follow these Terms where these Terms clearly say so. Where that applies, any reference in these Terms to a 'party' or 'parties' includes that Contractor. To be clear, we do not act as agent for the Contractors. We may call a Contractor 'the trade'.

2.4           Final Payment Monies and Delayed Payments. We will hold any Retention Amount you pay through the App in our client protection account, as your agent. We will also hold any payment you make to a Contractor until 18:00 the next day, so you can cancel it if you ask us to. Please allow at least 4 working hours for us to cancel a payment. Please contact us at [email protected].

2.5           Warranty. The Warranty is an insurance backed warranty that Trusted Payments issues for the project. It protects the project for up to 3 months during the project, and for 24 months after the project is finished. You must make any claim through the DRO. For more details, please see the warranty page in the App and on our website.

2.6           DRO. The Dispute Resolution Ombudsman ('DRO') deals independently with any disputes between you and the Contractor, or the other way round. This includes any claim against the Warranty.

2.7           Agency Agreement. You accept the terms of the separate Agency Agreement between us and you. Under it, you appoint us as your agent for two things only. First, to negotiate and agree contracts with Contractors on your behalf for the Related Services. Second, to receive Payments for Related Services and pass them to the Contractor (but not the Retention Amount) under the Related Services Agreement. The Agency Agreement does not make us your agent for anything else in the Contract. This includes the dispute resolution rules in clause 14 of the Contract.

2.8           Entire agreement. The Contract, together with the Agency Agreement, sets out everything we have agreed about its subject. This doesn't stop you relying on anything else we or the Contractor told you before you placed your order, if that statement wasn't true or was misleading and you relied on it.

2.9           Language. These Terms and the Contract are made only in English.

3.              Placing an order and its acceptance

3.1            Placing your order. You may only submit, accept, change or cancel an order using the method set out in the software application or website browser we make available to you (the 'App'). Once a project is accepted, the Services for that project become payable.

3.2           Variation to the order. Our order process lets you check and change your order before you send it to us. Please check your order carefully before you confirm it. You are responsible for making sure your order is complete and correct. If you need to change the order, you must do this in the App only. Any project costs or changes that are not recorded in the App will not be covered under clause 9 of these terms and conditions.

3.3           Confirmation of your order. Before any Related Services start, you and the Contractor must agree the scope, price and timeline of the work. What you agree becomes the Related Services Agreement. We will act as your agent to help you and the Contractor reach this agreement. The Related Services Agreement must be written down and posted on the App using the feature provided.

3.4           Final Payment Amount. Once the Related Services Agreement is agreed, you will pay a deposit of 10% of the amount due under it. We will hold this in our client protection account under these Terms. We may change this deposit percentage for future orders, but it will not change for a Related Services Agreement you have already agreed.

3.5           If we cannot accept your order. If we cannot supply the Services to you for any reason, we will tell you by email and will not process your order. If you have already paid the Retention Amount, we will refund it in full.

4.              Our services

4.1           Descriptions and illustrations. Any descriptions or pictures on our App are only there to give you a rough idea of the Related Services they describe. They are not part of the Contract and have no contractual force.

4.2           Quality of Services. By agreeing to these terms, the Contractor agrees to carry out the Related Services with reasonable skill and care, in line with good industry practice. We will not be liable if the Contractor fails to meet this standard. If you feel the Contractor has not met good industry practice, you may raise an issue with the DRO for an independent assessment. You agree to be bound by that decision.

4.3           Variation. If the scope of work or the agreed price in the Related Services Agreement changes while the Related Services are being carried out, both you and the Contractor must record the changes in the App.

4.4           Completion. The Contractor must record the project timelines and stages in the App, including any snagging periods. The Related Services count as completed on the date the Contractor fully carries them out and you report them as 'complete' in the App (the 'Completion Date'). The Contractor can provide all necessary documents as part of Completion.

5.              Your obligations

5.1            It is the responsibility of each User and Contractor to make sure that:

(a)         the terms of your order and Related Services Agreement are complete and correct;

(b)        you cooperate with us and with each other on everything relating to the Services;

(c)         you give us the information and materials we may reasonably need in order to supply the Services, and that this information is complete and correct in all important ways;

(d)        you get and keep all licences, permissions and consents needed for the Related Services before the date the Related Services are due to start; and

(e)         you follow all laws that apply, including health and safety laws.

6.              Charges

6.1            In return for us providing the Services, you must pay our charges ('Charges') as set out in the App.

6.2           Once a Related Services Agreement is agreed, you must pay the Final Payment Amount through the App. We will hold it in the Trusted Payments Client Protection account under these terms.

6.3           The Contractor will set out and tell you the stages of the Related Services through the App. At the end of each stage, you must make a Payment for Related Services to the Contractor through the App, in line with the Related Services Agreement.

6.4           You make each Payment for Related Services under clause 6.3 to us, as the User's agent. After we take our Charges, we will pass the rest of the payment to the Contractor straight away.

6.5           Our Charges may change from time to time. But changes will not affect any order for Related Services you have already placed.

6.6           Our Charges do not include VAT. Where VAT applies to some or all of the Services, you must pay the extra VAT, at the rate that applies, at the same time as you pay the Charges.

7.              How we may use your personal information

7.1            We will use any personal information you give us to:

(a)         provide the Services;

(b)        process payments relating to the Services;

(c)     prevent fraud, where we suspect a Warranty claim is fraudulent; and

(d)     tell you about similar services we provide. You can stop getting these messages at any time by contacting us.

7.2           We will handle your personal information under our Privacy Policy, see https://trustedpayments.uk/privacy-policy. That policy is part of this Contract and may change from time to time.

8.              Warranty

8.1            This does not affect any other rights or remedies you have. The Contractor must fix any faults in the Related Services as soon as reasonably possible. This applies to faults that appear within 24 months from the Completion Date of the Related Services (the 'Warranty Period'). The project also covers the Related Service for up to 3 months during the project. Please see the Warranty. As well as this, we will provide a Warranty for the benefit of Users. This is always subject to the liability cap in clause 9.4 and the rest of this clause 8. The Warranty covers:

(a)         any faults arising from the Related Services that appear during the Warranty Period;

(b)        fraud or fraudulent misrepresentation connected with the Related Services; and

(c)         if we or the Contractor stops trading during the project or the Warranty Period and there is a fault, you can make a claim under this Warranty for any faults or issues arising from the Related Services.

8.2           You must tell the Contractor in writing about any fault or issue as soon as reasonably possible after it appears. This applies during the project, and from the Completion Date, and in any case within the Warranty Period. If the fault or issue is still not resolved after you tell the Contractor, you must then tell us in writing about the fault in the Related Services, or the issue, as soon as reasonably possible after that. Any issues will be passed to the DRO to assess.

8.3            This Warranty does not apply to faults arising from:

(a)         misuse or neglect by you or anyone else;

(b)        anything you can claim for under the product warranty;

(c)         changes or repairs made by anyone other than the Contractor who carried out the Related Services, without that Contractor's written consent first;

(d)        not following any Warranty recommendations, including any maintenance programme or recommendations; and

(e)         fair wear and tear, or damage caused by outside factors beyond both parties' control.

8.4           This Warranty only applies to Related Services where:

(a)         you have made a payment to the Contractor through the App under clause 6; and

(b)        we have referred the matter to the DRO for independent review and resolution under clause 14.3 or clause 14.4.

8.5           We may make a payment to you under this Warranty. We call this the 'Assigned Amount'. If we do, you give us certain rights, by way of equitable assignment. You give us all your rights and interest in any claim, cause of action or right of recovery that you have against any third party for the loss that the payment related to. This is limited to the Assigned Amount. You also assign to us, by way of equitable assignment, the right to recover all proceeds of any claim or enforcement action against that third party, up to an amount equal to the Assigned Amount. And you agree that you hold any such proceeds on trust for us, up to that amount.

8.6           The obligations under this clause continue after the Contract ends or expires, as far as needed to give effect to the Warranty Period.

8.7           The Assigned Amount will not be more than the Warranty maximum of £20,000. This may change from time to time.

8.8           The DRO decides all claims, and its decision is final.

8.9           If the DRO suspects a claim is fraudulent, it will pass the claim to Trading Standards fraud specialists for assessment. If fraud is found, the claim will be dismissed. Your claim data will then be passed to fraud prevention agencies and, where appropriate, to Report Fraud or Police Scotland.

9.              Limitation of liability

9.1            We have obtained insurance cover for our own legal liability for claims under this Agreement. The limits and exclusions in this clause reflect the insurance cover we have been able to arrange. You are responsible for arranging your own insurance for any loss above these limits. You may also be able to claim under other insurance policies. These would be policies available to you separately from the insurance cover we have obtained.

9.2           Nothing in the Contract limits any liability that cannot legally be limited. This includes liability for:

(a)         death or personal injury caused by negligence;

(b)        fraud or fraudulent misrepresentation; and

(c)         breach of the terms implied by section 2 of the Supply of Goods and Services Act 1982 (title and quiet possession).

9.3           This is subject to clause 9.2. We will not be liable to you for any of the losses listed below. This is the case whether the claim is in contract, tort (including negligence), for breach of statutory duty, or in any other way, and whether it arises under or in connection with the Contract. The losses are:

(a)         loss of profits;

(b)        loss of sales or business;

(c)         loss of agreements or contracts;

(d)        loss of expected savings;

(e)         loss of use, or corruption of, software, data or information;

(f)          loss of or damage to goodwill; and

(g)        any indirect or knock-on loss.

9.4           This is subject to clause 9.2. Our total liability to you is limited to whichever is greater: £20,000, or the total price you paid for the Related Services under your Related Services Agreement. This is our total liability arising under or connected with the Contract, whether the claim is in contract, tort (including negligence), breach of statutory duty, the Warranty under this Contract, or in any other way. This total also includes reasonable professional costs.

9.5           If you do not tell us that you intend to make a claim about an event within the notice period, we will have no liability for that event. The notice period for an event starts on the day you became aware, or should reasonably have become aware, that the event happened. It ends 6 months from that date. Your notice must be in writing. It must set out the event and the grounds for the claim in reasonable detail.

9.6            Nothing in these Terms limits or affects the exclusions and limits set out in these terms.

9.7            This clause 9 will continue after the Contract ends.

10.           Confidentiality

10.1         We each make a promise about confidential information. During the Contract, and for six years after it ends, we will not share with anyone any confidential information about each other's business, affairs, customers, clients or suppliers. The only exception is what clause 10.2 allows.

10.2         We each may share the other's confidential information:

(a)         with our own employees, officers, representatives, subcontractors or advisers who need to know it in order to use our rights or carry out our duties under the Contract. We will each make sure these people follow this clause 10; and

(b)        where the law, a court with the right authority, or any government or regulatory authority requires it.

10.3         We each may only use the other's confidential information in order to carry out our duties under the Contract.

11.            Termination, consequences of termination and survival

11.1          Termination. This does not limit our other rights. We may suspend the Services and access to the Warranty (as set out in clause 8), or end the Contract at once by giving you written notice, if:

(a)         you or the Contractor (or any third party paying on behalf of you or the Contractor) fail to pay the Charges;

(b)        you or the Contractor fail to follow the DRO requirements;

(c)         you or the Contractor commit a material breach of any term of the Contract and, if the breach can be put right, fail to put it right within 15 days of being told in writing to do so;

(d)        you or the Contractor take any step or action in connection with any of the following. These are: entering administration or provisional liquidation; making any deal or arrangement with your creditors (other than a solvent restructuring); applying to court for, or obtaining, a moratorium under Part A1 of the Insolvency Act 1986; being wound up (voluntarily or by court order, unless for a solvent restructuring); having a receiver appointed over any of your assets; or stopping carrying on business;

(e)         you or the Contractor suspend, threaten to suspend, stop, or threaten to stop carrying on all or a large part of your business;

(f)          your or the Contractor's financial position gets so bad that, in our opinion, your or its ability to meet your or its duties under the Contract is put at risk; or

(g)        you or we end the Agency Agreement.

11.2          Survival. Any part of the Contract that is meant, clearly or by implication, to start or continue on or after the Contract ends will stay in full force.

12.            Events outside our control

12.1          We will not be liable or responsible for any failure or delay in carrying out our duties under the Contract. This is the case if it is caused by any act or event beyond our reasonable control (an 'Event Outside Our Control').

12.2         If an Event Outside Our Control happens and affects our duties under the Contract:

(a)         we will contact you as soon as reasonably possible to tell you; and

(b)        our duties under the Contract will be paused, and the time to carry them out will be extended for as long as the Event Outside Our Control lasts. We will arrange a new date with you to carry out the Services after it is over.

12.3         You may cancel the Contract affected by an Event Outside Our Control if it has lasted more than 30 days. To cancel, please contact us.

13.            Communications between us

13.1          When we say 'in writing' in these Terms, this includes email.

13.2         Any notice or other message one party gives the other under or connected with the Contract must be in writing. It must be delivered by hand, sent by pre-paid first class post or another next-working-day delivery service, or sent by email.

13.3         A notice or other message is treated as received:

(a)         if delivered by hand, when a delivery receipt is signed or when the notice is left at the correct address;

(b)        if sent by pre-paid first class post or another next-working-day delivery service, at 9.00 am on the second working day after posting; or

(c)         if sent by email, at 9.00 am on the next working day after it is sent.[LB1] 

13.4         To prove a notice was served, it is enough to show: for a letter, that it was correctly addressed, stamped and posted; and for an email, that it was sent to the correct email address of the person it was for.

13.5         This clause does not apply to serving any court proceedings or other documents in any legal action.

14.           Dispute resolution

14.1         The parties will try to resolve any Warranty claims under these Terms, and any disagreement, dispute or issue arising from this Contract or the provision of the Related Services, through informal negotiation between the people in charge who have authority to settle it.

14.2         If the matter is not resolved by negotiation within forty-five (45) days of receiving a written invitation to negotiate, then (subject to clause 14.4 in the case of fraud) you may escalate it to the DRO.

14.3         If an issue arises because of fraud, or because the Contractor stops trading or walks off during the project, you can raise the issue with the DRO as a claim against the Warranty.

14.4         If the Contractor has an issue with payment at the end of the project, they may also raise a claim for the Related Services.

14.5         If the matter is still not resolved under clause 14.2, either the User or the Contractor may ask us to refer it to the DRO for independent review and resolution. Once we receive that request, we will help refer the matter to the DRO for the party that asked.

14.6         If any dispute or disagreement between the parties alleges fraud and/or fraudulent misrepresentation, then when the 45-day period referred to in clause 14.2 ends, we will automatically refer the matter to the DRO for independent review and resolution.

14.7         The DRO will run the dispute resolution process in line with its published procedures. The parties agree to cooperate fully. They also agree to provide all documents and information the DRO asks for. Our role in any DRO process is limited. We only help the parties access the DRO and cooperate with the DRO as it needs. The DRO's decision is final and binding. But either party may challenge it through adjudication or legal proceedings within 28 days of the DRO's decision.

14.8         Nothing in this clause stops:

(1)         a party or its affiliate applying to a court for interim injunctive relief; and

(2)         the use of court action to recover fees you owe us, which we may pursue without using the dispute resolution steps in this clause 14; or

(3)         you bringing a claim against the Contractor through the courts or otherwise, in line with your consumer rights that arise other than under the Warranty.

15.            General

15.1          Assignment and transfer

(a)         We may assign or transfer our rights and duties under the Contract to another organisation. We will always tell you in writing if this happens.

(b)        You and the Contractor may only assign or transfer your rights or duties under the Contract to someone else if we agree in writing.

15.2 Variation.

(a)         We may make minor changes to these Terms at any time for example, to fix errors, update contact details, or reflect changes in how we operate without giving you advance notice. We will post the updated Terms on this page.

(b)        If we want to make a material change one that reduces your rights, increases what you pay, or reduces your Warranty cover we will email you at least 30 days before it takes effect, explaining what is changing and why.

(c)        If you have a Related Services Agreement already in progress when we give notice of a material change under (b), that change will not apply to it. You can also cancel that Related Services Agreement, without penalty, by telling us in writing within the 30-day notice period, and we will refund any Retention Amount or deposit we are holding for it.

(d)        For any new order placed after a change under (a) or (b) takes effect, the updated Terms apply.

15.3         Waiver. Sometimes we may not insist that a party carry out its duties under the Contract. Or we may not enforce our rights against a party, or we may delay in doing so. If this happens, it does not mean we have given up our rights against that party. It also does not mean the party no longer has to meet those duties. If we do give up any rights, we will only do so in writing. Even then, this does not automatically mean we give up any right relating to any later default by a party.

15.4         Severance. Each paragraph of these Terms works separately. If any court or relevant authority decides that any paragraph is unlawful or cannot be enforced, the remaining paragraphs will stay in full force.

15.5         Third party rights. The Contract is between us, you, and the Contractor(s) providing you with the Related Services. No one else has any right to enforce any of its terms.

15.6         Governing law and jurisdiction. The Contract is governed by English law. Subject to clause 14, each party permanently agrees to submit to the exclusive jurisdiction of the English courts.

15.7         Supporting documents. You should read this agreement together with our Privacy Policy and the Agency Agreement that follows.

Agency Agreement

This agreement is signed together with the terms and conditions. We agree the following.

BETWEEN

(1)            The User, as defined in the Terms and Conditions (the 'Principal').

(2)            Trusted Payments Limited, a company registered in England and Wales with company number 14045911, whose registered office is at Premier House, Argyle Way, Stevenage, SG1 2AP (the 'Agent').

BACKGROUND

(A)           The Agent provides services to the Principal under the terms and conditions posted on the Agent's website, as changed from time to time (the 'Terms and Conditions').

(B)            Capitalised terms in this agreement have the meaning given to them in the Terms and Conditions, unless stated otherwise.

(C)           The Principal wishes to appoint the Agent as its exclusive agent. This is to negotiate and conclude the Related Services Agreement, and to receive and pass on the Payment for Related Services (except for the Retention Amount).

Agreed terms

1.               Appointment

1.1             Appointment

(a)         Authority to pay. The Principal appoints the Agent as its exclusive agent to receive and pass on the Final Payment under the Terms and Conditions (except for the Retention Amount). The Agent accepts the appointment, and it also covers any payments made through the App and any Delayed Payments.

(b)        Authority to conclude contracts. The Principal authorises the Agent to negotiate and conclude contracts with Contractors for the Related Services on the Principal's behalf. The Principal keeps final authority to agree the Related Services (together, the 'Authorities').

1.2            Limitation of Appointment. The Principal does not appoint the Agent as agent for any other Services under the Terms and Conditions. This includes the dispute resolution rules in clause 14 of the Terms and Conditions.

2.              Agent's obligations

2.1            General obligations. The Agent will act towards the Principal carefully and in good faith. It will not let its own interests conflict with the duties it owes the Principal under this agreement and the general law.

2.2           Scope of authority. The Agent will not act in a way that creates any liabilities on behalf of the Principal. It will also not pledge the Principal's credit. The only exception is where the Principal allows it in this agreement or otherwise in writing.

2.3           Compliance with instructions. The Agent will follow all reasonable and lawful instructions the Principal gives from time to time about this agreement. In general, it will run the agency in the way it thinks best to promote the Principal's interests.

3.              Principal's obligations

3.1            Good faith. The Principal will act in good faith at all times in its dealings with the Agent.

3.2           Performance of contracts. The Principal will carry out its duties under the Terms and Conditions as they relate to the Authorities.

4.              Limitation of liability

4.1           The Agent's liability to the Principal is limited to the Agent's liability to the Principal under clause 9 of the Terms and Conditions.

5.              Duration and termination

5.1            This agreement starts on the date at the top of this agreement (the 'Commencement Date') and continues unless it is ended:

(a)         under this clause 5; or

(b)        automatically, where the Agent ends the Terms and Conditions under clause 11 of the Terms and Conditions.

5.2           This does not affect any other right or remedy the Agent has. The Agent may end this agreement at once by giving notice to the Principal if:

(a)         the Principal commits a material breach of any term of this agreement that cannot be put right. Or the Principal commits a material breach that can be put right, but fails to put it right within 14 days of being told in writing to do so; or

(b)        the Principal repeatedly breaches the terms of this agreement in a way that reasonably shows its conduct is not consistent with intending, or being able, to give effect to this agreement.

6.              Consequences of termination

6.1            Ending this agreement does not affect any rights, remedies, obligations or liabilities of the parties that have built up by the date it ends. This includes the right to claim damages for any breach of the agreement that existed at or before that date.

6.2           When this agreement ends, the Agent will stop using the Authorities.

7.              General

7.1            Force Majeure. Neither party will be liable for any delay or failure in carrying out its duties. This applies for as long as, and to the extent that, the delay or failure results from events, circumstances or causes beyond its reasonable control.

7.2            Assignment and other dealings

(a)         The Principal will not assign, transfer, mortgage, charge, subcontract, delegate, declare a trust over, or deal in any other way with any of its rights and obligations under this agreement.

(b)        The Agent may at any time assign, subcontract, delegate or deal in any other way with any or all of its rights and obligations under this agreement.

7.3           Entire agreement. This agreement, together with the Terms and Conditions, is the whole agreement between the parties.

7.4           Variation. No change to this agreement is effective unless it is in writing and signed by the parties (or their authorised representatives).

7.5            Severance

(a)         If any provision or part of a provision of this agreement is or becomes invalid, illegal or unenforceable, it is treated as deleted. This does not affect the validity and enforceability of the rest of this agreement.

7.6           Notices. Any notice given to a party under or connected with this agreement must be given in line with clause 13 of the Terms and Conditions.

7.7           Governing law. This agreement is governed by and interpreted in line with the law of England and Wales. This covers any dispute or claim (including non-contractual disputes or claims) arising from it, its subject matter or its formation.

7.8           Jurisdiction. Each party permanently agrees that the courts of England and Wales have exclusive jurisdiction. This covers settling any dispute or claim (including non-contractual disputes or claims) arising from this agreement, its subject matter or its formation.

This agreement is entered into by agreeing to these terms and using the App.