Paddle | Terms & Conditions

Terms & Conditions

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Terms & Conditions for Tradespeople
Terms & Conditions for Customers


Terms & conditions for Tradespeople

  • These Terms
    • What these terms cover. These are the terms and conditions on which we supply our services to you.
    • Why you should read them. Please read these terms carefully before you submit you order to us. These terms tell you who we are, how we will provide services to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.
  • Information about us and how to contact us
    • Who we are. We are Paddle App Ltd. a company registered in England and Wales. Our company registration number is 11996651 and our registered office is at 727 High Road, London, N120BP.
    • How to contact us. You can contact us in-app by selecting 'Support' within the side menu and messaging sections, by telephoning our customer service team at +44 (0)208 144 6883 or by writing to us at info@justpaddle.com
    • How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.
    • "Writing" includes emails, SMS and in-app communications. When we use the words "writing" or "written" in these terms, this includes emails and in-app messages.
  • The provision of introduction services by us
    • What we do. We provide an easy to use app that allows local customers to connect with you with (the ‘introduction service’):
      • Emergency assistance, or
      • Routine assistance for non-emergency works.
    • Our introduction services, through which we can connect you to customers, and include the following:
      • Accepting emergency bookings requested by customers in accordance with paragraph 4 below, but without prejudice to our rights, at our sole and absolute discretion to decline any such request and/or cancel an accepted booking;
      • Keeping records of emergency bookings;
      • Identifying nearby trade professionals within the customer’s region with the selected specialist trade skills required.
      • Providing an in-app call and messaging service enabling you to communicate with customers;
      • Receiving and dealing with feedback, questions and complaints (subject to paragraphs 3.4 and 3.5) related to enquiries and bookings accepted by us;
      • A team communication and management tool enabling you to allocate work and communicate directly with your team via our in-app interface and allocate (anonymised) availability time to customers looking for trades;
      • An in-app interface to communicate directly with customers.
    • Your interactions with customers identified to you in the customer enquiries and/or booking confirmation, including arranging visits, payment and delivery of services (and related goods), and your other terms, conditions, warranties or representations associated with such dealings, are solely between you and such customers although we keep records of all in-app communications, and please note that:
      • We will only provide you with a customer’s address on their acceptance of your profile for an emergency booking, but
      • We will not provide you with customer details in any other circumstance, the customer will decide when to share his or her details.
    • It is your responsibility to mark yourself as available or unavailable in-app and to ensure that you regularly update and check your status and messages in order that you gain full use of all functions.
    • Regardless of proximity and even if you have set your status as available and are selected, if you are too busy on a job, you may decline the work.
    • You agree that we shall not be responsible or liable for your work or the payment of any fees which you have agreed with the customer, whether the work is completed or not, or any loss or damage incurred as the result of your interactions with such customers. If there is a dispute, you understand and agree that we are under no obligation to become involved and you fully indemnify us against all losses, costs and expenses arising out of your contract with the customers.
    • In the event that you have a dispute with a customer, you hereby release us, our officers, employees, agents and successors in rights from claims, demands and damages (actual and consequential) of every kind or nature, known or unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way related to such disputes and/or our service.
  • Your contract with a customer
    • We do not provide the services you are offering to our users and are not liable for such services (and related goods). The services (and related goods) are provided by you under a contract between you and the customer who is identified to you in the emergency booking confirmation by us or as provided to you in-app for non-emergency work.
    • We are not a party to the contract between you and the customer and we solely act as a disclosed agent in order to provide the introduction service.
    • It is your responsibility to determine whether you wish to accept an emergency booking or a request for non-emergency work by a customer. We do not vet customers or their emergency or work requests and will not be liable to you. We recommend that as far as is reasonably practicable, you carefully assess each booking or request and carry out whatever lawful checks you consider appropriate before undertaking any work.
  • Your User Account
    • In order to use our services, you must register for a tradesperson user account. You must be at least 18 years of age. Account registration requires you to submit to us certain personal information, including:
      • your name, address, email address and mobile phone number,
      • payment details for your monthly membership fee – it is your responsibility to ensure that these are kept up to date in-app to avoid any suspension of your account,
      • specified trade/specialism,
      • customer profile (B2C, B2B or both),
      • insurance cover level, a photo of yourself for your in-app profile,
      • any trade body accreditation,
      • an upload of an up to date item of photo ID, and
      • your nominated bank account for payments from us.
    • You agree to maintain accurate, complete, and up-to-date information in your account. Your failure to maintain accurate, complete, and up-to-date account information may result in your inability to access and use the services or the termination of this agreement with you.
    • You are responsible for all activity that occurs on your account, and you agree to maintain the security and secrecy of your account username and password at all times. You may only possess one account.
    • What we will record and why. We will record all in-app communications to ensure that all users are complying with Paddle’s terms and conditions, we will record active, completed and declined jobs to ensure our members are meeting our standards and we will record shared profiles, when you have been provided with customer details by us, sharings of profiles and if you are reported by any customer [anything else and why ?]
  • Payment
    • You agree to pay the monthly membership fee as advised at the time of your registration. Membership fees are paid monthly by recurring card details and a failure to pay on the due date will result in your membership being suspended until payment is received or, if over a month overdue, cancelled.
    • The fee for emergency services is dependent on region, which may be varied by in-app notice. This fee includes the first hour of your attending the customer’s premises and providing the services (subject to paragraph 4). Any additional time that you require to provide services in order to complete the work and the associated costs must be communicated clearly by you to the customer and it will be his or her decision whether to continue or not. Fees for such additional work are payable directly to you.
    • When you pay us. We will collected the monthly membership fee via the details provided in-app.
    • When we pay you. We will pay you within 10 days of the emergency job being completed without dispute (both parties must confirm in-app that it is complete); invoices will be self-generated on completion and available in App to view and download
  • Your Obligations
    • You must not behave in such a way as to bring Paddle into disrepute so we expect you to complete your work with due care and skill and communicate with customers appropriately.
    • You agree to enable your mobile device location services for our app. We will use your location to inform the customer of the time of arrival in an emergency booking situation. We will not share your location with customers or any third parties.
  • Cancellation - Your Rights and Ours
    • Emergency bookings. Once booked and the address of the booking is provided to you,, customers shall be prohibited from cancelling in recognition of the selected trades person being en route to assist you, taking time out of his or her workload in order to help and you will receive payment. However, once you have been selected, you have accepted the booking and you have been provided with the customer’s details, you must attend the customer’s premises and, unless it is not possible to do so, carry out the emergency work. All failures to do so will be logged and may result in your membership being suspended or cancelled.
    • Routine bookings. Cancellation shall be a matter between you and the customer.
    • Your membership. You may cancel your membership at any time in-app. You will continue to have access to the introduction service until the end of the period for which you have already paid your membership fee.
    • We reserve the right to cancel an emergency booking or non-emergency work request where we feel that the booking has been made fraudulently or with the intent to cause disruption or harm to us or you.
    • We reserve the right to cancel your membership where we feel that you are in breach of your obligations or if you fail to pay your membership fee in accordance with clause 6.1.
  • Third Party Services
      Apple Inc., Google, Inc. and Microsoft Corporation and/or their applicable international subsidiaries and affiliates will be third-party beneficiaries to this contract if you access our services using applications developed for Apple iOS, Android or Microsoft Windows mobile devices, respectively. These third-party beneficiaries are not parties to this contract and are not responsible for the provision or support of the services in any manner. Your access to our services using these devices is subject to terms set out in the applicable third party’s terms of service.
  • How We Use Your Personal Information
    • All data is collected and processed in accordance with our privacy policy [LINK].
    • How we will use your personal information. We will use the personal information you provide to us:
      • to supply our services to you;
      • to process your payment; and
      • if you agreed to this during the registration process, to inform you about similar products that we provide, but you may stop receiving these at any time by contacting us;
      • if you agreed to this during the registration process, to send you exclusive third-party offers or promotions.
    • We will only give your personal information to third parties where you have consented or where the law either requires or allows us to do so.
    • You must not misuse our data or our registered customers’ data for any reason. This includes not disclosing it to any third parties without express permission.
  • Other Important Terms
    • Intellectual Property. You acknowledge that all present and future copyright and other intellectual property rights subsisting in, or used in connection with, the service and any part of it, and the app, including the manner in which either is presented or appears and all information and documentation relating to them, is our property (or that of our licensors), and nothing in this agreement shall be taken to transfer any of the Rights to you. You must not attempt to reverse engineer the app or replicate the service or any of our intellectual property. Solely for the purposes of using the service and app, we hereby grant to you for the period during which the service is provided a non-exclusive, non-transferable, licence to use the rights.
    • We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will contact you to let you know if we plan to do this. If you are unhappy with the transfer you may contact us to end the contract within 28 days of us telling you about it and we will refund you any payments you have made in advance for products not provided].
    • You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.
    • Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms.
    • If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
    • Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.
    • Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.
    • Alternative dispute resolution. Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with how we have handled any complaint, you may want to contact the alternative dispute resolution provider we use. You can submit a complaint to Consumer Dispute Resolution Limited (CDRL) via their website at www.cdrl.org.uk. CDRL will not charge you for making a complaint and if you are not satisfied with the outcome you can still bring legal proceedings.

Terms & conditions for Customers

  • These Terms
    • What these terms cover. These are the terms and conditions on which we supply our services to you.
    • Why you should read them. Please read these terms carefully before you submit you order to us. These terms tell you who we are, how we will provide services to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.
  • Information about us and how to contact us
    • Who we are. We are Paddle App Ltd. a company registered in England and Wales. Our company registration number is 11996651 and our registered office is at 727 High Road, London, N120BP.
    • How to contact us. You can contact us in-app by selecting 'Support' within the side menu and messaging sections, by telephoning our customer service team at +44 (0)208 144 6883 or by writing to us at info@justpaddle.com
    • How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.
    • "Writing" includes emails, SMS and in-app communications. When we use the words "writing" or "written" in these terms, this includes emails and in-app messages.
  • The Provision Of Introduction Services By Us
    • What we do. We provide an easy to use app that allows you to find nearby trades professionals to assist you with either of the following (the ‘introduction service’):
      • Emergency assistance, or
      • Routine assistance for non-emergency works.
    • Our introduction service which can connect you to trades professionals, these include:
      • Accepting emergency bookings requested by you in accordance with paragraph 4 below, but without prejudice to our rights, at our sole and absolute discretion to decline any such request and/or cancel an accepted booking;
      • Keeping records of emergency bookings;
      • Identifying nearby trade professionals within the specialism selected by you;
      • Providing an in-app calling and messaging service enabling you to communicate with trades professionals;
      • Receiving and dealing with feedback, questions and complaints (subject to paragraphs 3.4 and 3.5) related to bookings accepted by us.
    • Your interactions with trade professionals identified to you in the booking confirmation, including payment and delivery of services (and related goods), and any other terms, conditions, warranties or representations associated with such dealings, are solely between you and such trade professionals.
    • You agree that we shall not be responsible or liable for the quality of work, whether the work is completed or not, or any loss or damage incurred as the result of your interactions with such trade professionals. If there is a dispute, you understand and agree that we are under no obligation to become involved.
    • In the event that you have a dispute with a trade professional, you hereby release us, our officers, employees, agents and successors in rights from claims, demands and damages (actual and consequential) of every kind or nature, known or unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way related to such disputes and/or our service.
  • Your Contract with a Trade Professional
    • We do not provide the services you are purchasing from a trade professional and are not liable for such services (and related goods). The services (and related goods) are provided to you under a contract between you and the trade professional who is identified to you in the booking confirmation by us.
    • We are not a party to the contract between you and the trade professional and we solely act as a disclosed agent for the trade professional.
  • Your User Account
    • In order to use our services, you may be required to register for a user account. You must be at least 18 years of age. Account registration requires you to submit to us certain personal information, such as your name, address, email address and mobile phone number.
    • You are not required to enter payment information in order to register. We will only ask for your payment information if you require emergency services.
    • You agree to maintain accurate, complete, and up-to-date information in your account. Your failure to maintain accurate, complete, and up-to-date account information, may result in your inability to access and use the services or the termination of this agreement with you.
    • You are responsible for all activity that occurs on your account, and you agree to maintain the security and secrecy of your account username and password at all times. You may only possess one account.
  • Payment
    • The fee for emergency services is set by the region in which you are located, which may be varied by in-app notice. This fee includes the first hour of the trade professional attending your premises and providing the services (subject to paragraph 4).
    • The fee for the first hour of emergency work are payable in advance and will be held by us until both you and the tradesperson have marked the work as ‘complete’ in-app.
    • Work following emergency services. Any additional time the trade professional requires to provide services in order to complete the work and the associated costs will be communicated clearly to you by him/her and it will be your decision whether to continue or not. Fees for such additional work are payable directly to the trade professional.
    • The fee for routine, non-emergency work will be agreed between you and the tradesperson you have selected, we play no part in this transaction.
  • Your Obligations
    • You must ensure that you have whatever permissions or consent are required from the local authority, your landlord or whomever else must consent to the work before the trade professional starts.
    • You must allow access so that the trade professional can provide services to you.
    • You must make sure that the area needed to work is cleared of valuable and/or breakable objects as neither we nor the trade professional will be responsible for accidental damage where the site has not been adequately cleared.
    • Should you fail to meet these obligations in relation to a booking for routine works, the tradesperson may seek to apply his or her own cancellation policy. Should you fail to meet these obligations in relation to emergency bookings via Paddle, the standard fee shall not be returned.
    • You agree to enable your mobile device location services for our app. We will use your location to determine the availability of our registered trades professionals, please note:
      • Emergency services. We will need to disclose your llocation to enable your chosen tradesperson to attend;
      • Routine, non-emergency services. We will not share your location with any third parties nor your precise location with trades professionals, you will disclose your address directly via in-app communications once you have selected and booked your chosen tradesperson.
  • Your Rights to Cancel
    • Emergency bookings. Once the tradesperson selected for you has accepted the booking, there will be a 10 second window in which you may cancel the booking. Once this 10 second window has lapsed there shall be no right to a refund because the tradesperson selected by you will be en route to assist you, taking time out of his or her workload in order to help.
    • Routine bookings. Cancellation shall be a matter between you and your selected tradesperson.
  • Our Rights to Cancel
    • We reserve the right to cancel an emergency booking where we feel that the booking has been made fraudulently or with the intent to cause disruption or harm to our trades professionals.
  • Third Party Services
    • Apple Inc., Google, Inc. and Microsoft Corporation and/or their applicable international subsidiaries and affiliates will be third-party beneficiaries to this contract if you access our services using applications developed for Apple iOS, Android or Microsoft Windows mobile devices, respectively. These third-party beneficiaries are not parties to this contract and are not responsible for the provision or support of the services in any manner. Your access to our services using these devices is subject to terms set out in the applicable third party’s terms of service.
  • How We May Use Your Personal Information
    • All data is collected and processed in accordance with our privacy policy [LINK].
    • How we will use your personal information. We will use the personal information you provide to us:
      • to supply our services to you;
      • to process your payment;
      • if you agreed to this during the sign-up process, to inform you about similar products that we provide, but you may stop receiving these at any time by contacting us; and
      • if you agreed to this during the registration process, to send you exclusive third-party offers or promotions.
    • We will only give your personal information to third parties where you have consented or where the law either requires or allows us to do so.
  • Other Important Terms
    • Intellectual Property. You acknowledge that all present and future copyright and other intellectual property rights subsisting in, or used in connection with, the service and any part of it, and the app, including the manner in which either is presented or appears and all information and documentation relating to them, is our property (or that of our licensors), and nothing in this agreement shall be taken to transfer any of the Rights to you. You must not attempt to reverse engineer the app or replicate the service or any of our intellectual property. Solely for the purposes of using the service and app, we hereby grant to you for the period during which the service is provided a non-exclusive, non-transferable, licence to use the rights.
    • We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will contact you to let you know if we plan to do this. If you are unhappy with the transfer you may contact us to end the contract within 28 days of us telling you about it and we will refund you any payments you have made in advance for products not provided].
    • You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.
    • Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms.
    • If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
    • Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.
    • Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.
    • Alternative dispute resolution. Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with how we have handled any complaint, you may want to contact the alternative dispute resolution provider we use. You can submit a complaint to Consumer Dispute Resolution Limited (CDRL) via their website at www.cdrl.org.uk. CDRL will not charge you for making a complaint and if you are not satisfied with the outcome you can still bring legal proceedings.