Customer Agreement

Last updated: 2 June 2026 · Version: 1.0

This Customer Agreement applies to you when you use TradesFlow as a customer to find and hire tradespeople ("traders"). It works alongside, and forms part of, our Terms of Service, Payments & Escrow Terms, Privacy Policy, Cookie Policy, Acceptable Use Policy, and Dispute Resolution Policy.

The Platform is operated by GMHCO LTD (trading as "TradesFlow"), registered in England & Wales, company number 16056150, registered office 5 Mallard Path, London, England, SE28 0EU.

By ticking the acceptance box at sign-up, you confirm you have read and agree to this Agreement and the documents listed above.

1. Our role

1.1 TradesFlow connects you with traders and provides tools for pricing guidance, matching, messaging, secure payment, and dispute handling. The contract for the work is between you and the trader, not TradesFlow. We are not the trader's employer and do not perform, supervise, or guarantee the work.

1.2 We do, however, hold your payment in escrow and operate the dispute process to help protect you — see sections 4 and 6.

2. Posting a job and AI price guidance

2.1 You agree to describe your job accurately and to provide honest information, access, and any details a trader reasonably needs.

2.2 The AI price estimate is indicative guidance only, based on the information you provide and market data. It is not a quote or a fixed price. The price you pay is the price you agree with the trader (which may be higher or lower than the estimate, and may change by agreed change order if the job scope changes).

3. Choosing a trader

3.1 Verification badges and trust scores are there to help you choose, but you are responsible for selecting your trader. We recommend you review their profile, ratings, reviews, and — for regulated work (e.g. gas, electrical) — check the relevant qualifications and certifications.

3.2 For your safety and protection, keep all communication, quotes, and payments on the Platform (see section 7).

4. Payment and escrow

4.1 When you and a trader agree, you pay the agreed amount into escrow before work begins, through our payment partner Stripe. Your money is held and only released to the trader when the job is completed and confirmed, or per agreed milestones for larger jobs.

4.2 For jobs under £1,000, you pay the full amount up front into escrow. For jobs £1,000–£5,000, payment is typically split 50% up front and 50% on completion. For jobs over £5,000, payment is milestone-based (deposit, phase payments, final release). Full details are in the Payments & Escrow Terms.

4.3 You confirm completion (or raise a dispute) when work is done. If you do not respond within the period set out in the Payments & Escrow Terms after the trader marks the job complete, funds may auto-release — so please review and confirm promptly.

5. Your consumer rights

5.1 Where you deal as a consumer (i.e. for purposes outside a business), you have rights that cannot be taken away by this Agreement, including under the Consumer Rights Act 2015 (services must be performed with reasonable care and skill, within a reasonable time, and for a reasonable price where not agreed) and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

5.2 Cancellation / cooling-off. For contracts arranged at a distance, you may have a 14-day right to cancel. Because trade services are often urgent, a trader may begin work within the cooling-off period only if you expressly request it; if you then cancel, you may have to pay for work already done. Cancellation and refund mechanics are in the Payments & Escrow Terms.

5.3 If the work is faulty or not as described, you may be entitled to a repeat performance, a price reduction, or other remedies. Raise the issue with the trader first; if unresolved, use the Dispute Resolution Policy, which can hold or refund escrowed funds.

6. Disputes

6.1 If something goes wrong, raise a dispute through the Platform. We may hold the escrowed funds while we review evidence from both sides under the Dispute Resolution Policy. Outcomes can include release, partial release, or refund.

6.2 Our dispute decision relates only to the handling of escrowed funds; it does not remove your separate legal rights against the trader.

7. Your responsibilities

You agree to:

provide safe, lawful, and reasonable access and working conditions;
pay agreed amounts on time through the Platform;
not arrange payment off-Platform to avoid fees, escrow, or protections (this removes your

protection and breaches the Acceptable Use Policy);

treat traders respectfully and communicate honestly;
leave only genuine, lawful reviews.

8. Liability

8.1 TradesFlow's liability to you is as set out in the Terms of Service, section 9. Nothing in this Agreement affects your non-excludable statutory consumer rights.

8.2 We are not responsible for the quality, safety, or outcome of the work itself, which is the trader's responsibility — but our escrow and dispute mechanisms exist to give you practical protection.

9. Contact

Customer support: info@tradesflow.trade · Disputes: disputes@tradesflow.trade GMHCO LTD (trading as TradesFlow), 5 Mallard Path, London, England, SE28 0EU.