Customer Terms and Conditions

1Interpretation and Definitions

1.1 Definitions

In these Terms, the following words have the following meanings unless the context otherwise requires:

1.2 Interpretation

1. clause and appendix headings do not affect interpretation;
2. a reference to a "person" includes a natural person and any corporate or unincorporated body;
3. words in the singular include the plural and vice versa;
4. a reference to a statute or statutory provision is to it as amended or re-enacted, and includes subordinate legislation made under it;
5. "including", "for example" and similar expressions are illustrative and do not limit the preceding words; and
6. "writing" includes email.

1.3 Documents forming the agreement

These Terms incorporate the Appendix, our Customer Privacy Policy and our Customer Cookie Policy, each as amended from time to time. If there is any conflict, the main body of these Terms prevails over the Appendix.

2About Us and How to Contact Us

1. The Platform is operated by MyRatedPros Global Ltd, a company incorporated in England and Wales under company number 17343404, whose registered office is at Suite 3, 210 Upper Richmond Road, London, United Kingdom, SW15 6NP. "MyRatedPros" is our trading name.
2. You can contact us by email at support@myratedpros.com for general and customer-support matters, legal@myratedpros.com for legal notices, and privacy@myratedpros.com for data protection matters, or by post at our registered office.
3. If we need to contact you, we will use the email address or contact details associated with your Account or Quotation Request. Please keep them accurate and up to date.

3What MyRatedPros Is — and What It Is Not

This clause explains our role. It is the most important part of these Terms, so please read it carefully.

1. We are an introduction platform only. MyRatedPros is an online platform that helps you find and contact independent Service Providers. We provide the technology that connects you; we do not provide, carry out, supervise, control or manage any Provider Services ourselves. We are not a builder, tradesperson, contractor, adviser or agent.
2. The Platform is free for customers. You do not pay us to use the Platform, submit Quotation Requests, or contact Service Providers. You pay Service Providers directly for any Provider Services you agree to receive from them.
3. We are not a party to your contract with a Service Provider. Any agreement for Provider Services is made directly between you and the Service Provider. We are not a party to it and have no involvement in its terms, price, performance, quality or completion, and we do not act on behalf of either of you in it.
4. We do not handle payments between you and a Service Provider. All payment for Provider Services is arranged and made directly between you and the Service Provider. We never take, hold or process your payment to a Service Provider.
5. Your decision. Whether to contact, engage, or pay any Service Provider is entirely your decision. We recommend you carry out your own checks before engaging anyone (see clause 8).
6. Disputes with a Service Provider. If a dispute arises between you and a Service Provider — about a quote, the work, payment, or anything else — it is a matter between you and them. We are not responsible for resolving it and are not a party to it, although we may, where we choose, provide limited administrative assistance without taking on any responsibility.

4Eligibility and Your Account

1. You must be at least 18 years old and able to enter into a legally binding agreement to use the Platform. The Platform is not intended for anyone under 18, and you must not use it if you are under 18.
2. You must provide accurate and complete information when you submit a Quotation Request or create an Account, and keep it up to date. We may check the contact details and location associated with a Quotation Request, and we may reject, remove or decline to distribute any request where we reasonably believe the details are inaccurate, inactive or false, the request does not meet our criteria, or the request may be fraudulent or misused. Providing false information may prevent Service Providers from contacting you and may lead us to restrict your access.
3. If you create an Account, you are responsible for keeping your login details secure and for activity that takes place under your Account. Please tell us promptly at support@myratedpros.com if you think someone else has used your Account.
4. You may use the Platform only for your own genuine purpose of seeking Provider Services, and not on behalf of any Service Provider or competitor, or to gather information for marketing to our users.

5How the Platform Works

1. The Platform lets you search for Service Providers, submit a Quotation Request describing your project, be matched with one or more Service Providers, view provider profiles and reviews, compare providers, and communicate with them.
2. When you submit a Quotation Request, we may share the information in it (including your contact details and project details) with one or more matched Service Providers so they can contact you about your enquiry. By submitting a Quotation Request, you ask us to do this and agree that matched Service Providers may contact you about it.
3. We do not guarantee that you will be matched with any Service Provider, that any Service Provider will contact you or respond, that you will receive any quotation, or that any Service Provider will be available, suitable or willing to carry out your project.
4. The number and identity of Service Providers matched to a Quotation Request depend on factors including your location, the service requested, and provider availability. Matching does not imply any recommendation or endorsement by us of a particular Service Provider.
5. Features of the Platform may change, and we may add, remove or modify functionality from time to time.
6. Affiliated websites. Some Quotation Requests may be submitted through websites operated by our affiliates or partners rather than directly on the Platform. Where you submit an enquiry through an affiliated website, you are told at the point of submission, and your enquiry and its details may be passed to and processed on the MyRatedPros Platform and shared with matched Service Providers in the same way as an enquiry made directly with us. How we handle your personal information in these circumstances is explained in our Customer Privacy Policy.

6Using Quotation Requests and Contacting Providers

1. You must make Quotation Requests only for genuine enquiries. You must not submit false, duplicate, speculative or misleading requests, or requests on behalf of anyone else without their authority.
2. When a Service Provider contacts you, you deal with them directly. You are responsible for deciding whether to proceed, for agreeing terms and price with them, and for satisfying yourself about their suitability.
3. Any information a Service Provider gives you — including quotations, availability, pricing and timescales — comes from that Service Provider, not from us. We do not verify it and are not responsible for it.
4. You should keep your own records of any agreement you reach with a Service Provider. We are not obliged to keep, and may not hold, records of your dealings with Service Providers conducted off the Platform.

7Your Relationship with Service Providers

1. Service Providers are independent third parties. They are not employed, engaged, controlled or supervised by us, and they do not act on our behalf.
2. Your legal rights in relation to Provider Services are against the Service Provider, not against us. Where you deal with a Service Provider as a consumer, you have legal rights under the Consumer Rights Act 2015 and other consumer law against that Service Provider — for example, that services must be carried out with reasonable care and skill. Those rights are owed to you by the Service Provider.
3. We are not responsible for the acts, omissions, conduct, quality of work, delay, non-completion, safety, honesty or solvency of any Service Provider, or for any loss, injury, damage or dissatisfaction arising from Provider Services or a Customer Contract.
4. If you have a complaint about a Service Provider, you should raise it with them directly. You may also tell us at support@myratedpros.com; while we are not obliged to resolve disputes, this helps us monitor conduct on the Platform and take action where appropriate under clause 17.
5. Because we are only an introduction platform and are not a party to any Customer Contract, you agree that, to the fullest extent permitted by law, you release us from any claims, demands and disputes arising out of or relating to the Provider Services, a Customer Contract, or your dealings with a Service Provider. This release does not apply to any liability we have to you under these Terms or that cannot be excluded by law, and it does not affect your statutory rights as a consumer or any rights you have against the Service Provider.

8Provider Information, Badges and Verification

1. Source of provider information. Profile information about Service Providers — including descriptions, photographs, credentials, certifications, insurance details and accreditations — is provided by the Service Providers themselves or compiled during onboarding. It is presented for your information.
2. We do not verify or guarantee it. While we carry out a manual onboarding process and some basic checks, we do not independently verify, audit or guarantee the accuracy, authenticity, currency or completeness of any Service Provider's information, qualifications, certifications, licences or insurance, and we do not endorse, recommend or guarantee any Service Provider or their Provider Services.
3. Please carry out your own checks. Before engaging any Service Provider, you are responsible for making your own enquiries and checks — including, where appropriate, confirming their identity, qualifications, insurance, references and suitability for your project — and for deciding whether to proceed. Do not rely solely on information shown on the Platform.
4. Badges and status labels. Any badge, label or status shown on a profile (such as "Verified Partner") reflects only a Service Provider's participation level or completion of our onboarding steps. It is not a guarantee, endorsement or statement by us about the quality, competence, safety or reliability of that Service Provider or their Provider Services.

9Reviews, Ratings and Your Content

1. Who can review. You may leave a review or rating of a Service Provider only where you submitted a Quotation Request and were matched with that Service Provider, and only in relation to that enquiry. Reviews may include a rating, written feedback and photographs, and you may choose to appear anonymously.
2. Be honest and fair. Your review must reflect your genuine, honest experience and must be accurate and not misleading. You must not post false, fake, incentivised or malicious reviews, or content that is unlawful, defamatory, abusive, obscene, discriminatory or infringing. Posting fake reviews is unlawful under the Digital Markets, Competition and Consumers Act 2024.
3. Moderation. We review submissions before they are published. We may decline to publish, or may edit or remove, any review or Content that we reasonably believe breaches these Terms, is not genuine, or is unlawful or inappropriate. We are not obliged to publish any particular review, and we may act to comply with our legal obligations regarding review authenticity.
4. Provider responses. Service Providers may be given the opportunity to respond to a review. A published review reflects the view of the customer who wrote it, not us.
5. Your licence to us. You keep ownership of your Content. By submitting Content, you grant us a worldwide, royalty-free, non-exclusive, transferable licence to host, store, use, reproduce, adapt, publish, translate and display that Content in connection with operating, promoting and improving the Platform. This licence continues, for Content already published, to the extent needed after your Account closes.
6. Your promises about Content. You confirm that your Content is yours to share, is accurate, does not infringe anyone's rights, and complies with these Terms and the law. You are responsible for your Content.
7. Aggregated and anonymised information. We may create and use aggregated or anonymised information derived from Content and Platform activity, which does not identify you, for any lawful business purpose. Our use of your personal information is explained in our Customer Privacy Policy.

10Acceptable Use and Prohibited Activities

You must use the Platform lawfully and in accordance with these Terms. You must not do any of the following (a fuller list is in Appendix A):

1. submit false, misleading, duplicate or speculative Quotation Requests, or false information;
2. post fake, dishonest, incentivised or abusive reviews, or manipulate ratings (see clause 9);
3. use the Platform to advertise, market, or solicit business, or to access it as or on behalf of a Service Provider or competitor;
4. harvest, scrape, copy or extract data from the Platform, except information you are entitled to through normal use;
5. upload or transmit anything unlawful, defamatory, obscene, discriminatory, harassing, infringing or harmful;
6. introduce malware, attempt to gain unauthorised access to, disrupt, or test the security of the Platform without authorisation; or
7. use the Platform in any way that breaches any applicable law or these Terms.

If you breach this clause, we may act under clause 17 (suspension and termination) and clause 18 (cooperation with authorities).

11Intellectual Property

1. All Intellectual Property Rights in the Platform — including its software, design, databases, content and the "MyRatedPros" name and logo — belong to us or our licensors. Nothing in these Terms transfers any of those rights to you.
2. We grant you a non-exclusive, non-transferable, revocable licence to use the Platform for the purpose of finding and contacting Service Providers for your own genuine service needs, whether as a consumer or for your business, in accordance with these Terms.
3. You must not copy, reproduce, distribute, adapt, or create derivative works from any part of the Platform, or use our name or logo, except as allowed by these Terms or with our written permission.

12Data Protection and Privacy

1. We take your privacy seriously. How we collect and use your personal information is explained in our Customer Privacy Policy, and our use of cookies and similar technologies is explained in our Customer Cookie Policy. Both form part of these Terms.
2. When we share your Quotation Request with a matched Service Provider, that Service Provider becomes an independent controller of your information and is responsible for its own use of it under its own privacy notice. We are not responsible for how a Service Provider uses information you choose to share with them.
3. If a Service Provider contacts you in a way you did not agree to, or you wish them to stop, you can raise this with the Service Provider directly and, if needed, tell us at privacy@myratedpros.com.

13Notifications and Communications

1. We may communicate with you by email, SMS, in-Platform message and, where you have an account, push or in-app notifications, for service-related purposes such as processing your Quotation Request, connecting you with Service Providers, and account and security messages.
2. Where required, we will only send you marketing communications where you have agreed to receive them. You can change your communication preferences or opt out at any time using the settings in your account, or by following the unsubscribe instructions in a message. Service-related messages are not marketing and may still be sent.
3. Some messages and notifications are generated automatically from information provided by you or by Service Providers (such as enquiry details and provider responses), and are sent without us editing or reviewing them. They do not reflect our views, may contain inaccuracies, and are not checked by us. We are not responsible for the content of such automated messages, nor for the failure, delay, interception or misdirection of any message or notification caused by factors outside our reasonable control, including your device, network or email settings.

14Platform Availability and Third-Party Services

1. We aim to keep the Platform available and working well, but we do not promise it will always be available, uninterrupted or error-free. We may suspend, restrict or withdraw all or part of the Platform for maintenance, security, operational or business reasons. Where we can reasonably do so, we will try to give notice of planned interruptions.
2. The Platform relies on third-party services (for example hosting, messaging, notifications and links to third-party websites). We are not responsible for third-party services or websites, which may have their own terms and privacy practices.
3. While we take reasonable measures to keep the Platform secure, no online service can be guaranteed completely secure, and we cannot guarantee that the Platform will be free from viruses or that data transmitted over the internet is completely secure.

15Disclaimers

1. The Platform is provided for the purpose of introducing you to Service Providers. We do not guarantee any particular result, including that you will find a suitable Service Provider, receive a quotation, or have your project carried out.
2. We do not give advice about Provider Services, and information on the Platform is general and for your convenience only. It is not professional advice and should not be relied on as such.
3. We make no promise about the accuracy of information provided by Service Providers or other users, including profile details, quotations, reviews and availability.

Nothing in this clause or these Terms removes or reduces your legal rights as a consumer, or any liability that cannot be excluded by law (see clause 16).

16Our Responsibility for Loss or Damage

1. Liability we never exclude. We do not exclude or limit our liability to you where it would be unlawful to do so. This includes liability for: death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; any breach of your statutory rights as a consumer; and any other liability that cannot be excluded or limited under English law.
2. What we are responsible for. If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or our failing to use reasonable care and skill. Loss or damage is foreseeable if it is obvious that it will happen, or if it was contemplated by you and us at the time you accepted these Terms.
3. What we are not responsible for. We are not responsible for any loss or damage that is not foreseeable. In particular, and because we are only an introduction platform, we are not responsible for: the Provider Services, any Customer Contract, or any act, omission or dispute of or with a Service Provider; loss arising because you engaged a Service Provider who was unsuitable, or whose work was defective, delayed or not completed; or loss you could have avoided by carrying out your own checks under clause 8.
4. Business customers. The Platform may be used both by consumers and by businesses (for example a business seeking commercial cleaning, building, financial or other services). If you use the Platform for the purposes of your trade, business, craft or profession, then, to the fullest extent permitted by law and without affecting clause 16.1: (a) the consumer-specific provisions of these Terms do not apply to you; and (b) we are not liable to you for any loss of profit, loss of business, business interruption, loss of anticipated savings, loss of goodwill, or any indirect or consequential loss, however arising. This does not reduce the rights of any customer who uses the Platform as a consumer.
5. Third-party services. We are not responsible for loss or damage caused by third-party services or websites, or by events outside our reasonable control (see clause 20.5).

17Suspension, Termination and Account Closure

1. Our rights. We may suspend, restrict or end your access to the Platform, or remove your Content, where we reasonably believe you have breached these Terms, submitted false information or fake reviews, misused the Platform, acted unlawfully, or where necessary to protect the Platform, Service Providers, other users or us. Where it is reasonable and lawful to do so, we will give you notice.
2. Your rights. You may stop using the Platform at any time. If you have an Account, you can ask us to close it by contacting support@myratedpros.com.
3. Effect. Closure or termination does not affect any rights or obligations that arose before it, and clauses that by their nature should continue (including clauses 3, 7, 9, 11, 16, 18, 20 and 21) will continue to apply.
4. Published reviews may remain on the Platform after your Account closes, in anonymised or attributed form, as part of the record available to other users, subject to your rights under data protection law and our Customer Privacy Policy.

18Fraud Prevention and Cooperation with Authorities

1. We operate measures to detect and prevent fraud, abuse and misuse of the Platform, and we may investigate suspected breaches of these Terms.
2. We may disclose information about you and your use of the Platform to regulators, law enforcement, courts and other authorities where we are required to by law, or where we reasonably consider it necessary to prevent, detect or investigate fraud, crime or a breach of these Terms, or to protect our rights, users or the public.

19Changes to These Terms and to the Platform

1. We may change these Terms from time to time, for example to reflect changes in law, the Platform, or how we operate. The version in force is the one published on the Platform when you use it.
2. Where a change is material and to your disadvantage, we will take reasonable steps to bring it to your attention, such as by notice on the Platform or by email. Your continued use of the Platform after a change takes effect means you accept the updated Terms. If you do not accept a change, you should stop using the Platform.
3. We may change, suspend or withdraw features of the Platform, in accordance with clause 14.

20General Provisions

1. Entire agreement. These Terms, together with the documents referred to in them, are the entire agreement between you and us about your use of the Platform. Nothing in this clause limits our liability for fraudulent misrepresentation.
2. Assignment. You may not transfer your rights or obligations under these Terms without our consent. We may transfer our rights and obligations to another company, for example as part of a business transfer, provided this does not affect your rights under these Terms; where reasonable we will tell you if this happens.
3. Severability. If any provision is found to be invalid or unenforceable, the rest of these Terms continue to apply, and the provision will be modified to the minimum extent necessary to make it valid, or treated as removed.
4. Waiver. If we do not immediately enforce a right, that is not a waiver of it, and we may still enforce it later.
5. Events outside our control. We are not responsible for any failure or delay in providing the Platform caused by events outside our reasonable control, including internet or hosting failures, failures of third-party services, cyber attacks, power failures, or acts of government.
6. Notices. You can send us notices at legal@myratedpros.com or by post to our registered office. We may give you notices by email, by posting on the Platform, or through your Account.
7. Third-party rights. These Terms are between you and us. Except as set out in clause 20.8, no one else has any right to enforce them under the Contracts (Rights of Third Parties) Act 1999.
8. Our group and people. Our directors, officers, employees, agents and group companies may rely on and enforce any provision of these Terms that limits or excludes our liability or confers a benefit on them; but you and we may vary or cancel these Terms without their consent.
9. Claims against the company. Any claim you may have in connection with the Platform or these Terms may be brought against MyRatedPros Global Ltd, and not against our directors, officers or employees personally, to the fullest extent permitted by law.
10. Electronic acceptance. You accept these Terms electronically by using the Platform, submitting a Quotation Request, or creating an Account, and electronic records of your acceptance and use are valid.
11. Call recording. We may record telephone or video calls with you for quality-assurance, training, and record-keeping purposes. By contacting us or accepting a call from us, you consent to such recording. If you would prefer a particular call not to be recorded, please tell us at the start of the call and we will accommodate this where practicable.

21Governing Law and How to Resolve Disputes

1. Talk to us first. If you have a problem or complaint, please contact us at support@myratedpros.com so we can try to put things right. Most issues can be resolved quickly and informally.
2. Governing law. These Terms and any dispute between you and us (including non-contractual disputes) are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you may also have the benefit of mandatory rules of the law of that part of the UK, and nothing here removes protections available to you there.
3. Where disputes are heard. Legal proceedings may be brought in the courts of England and Wales. If you are a consumer resident elsewhere in the UK, you may also bring proceedings in the courts of the part of the UK where you live.
4. Nothing in this clause affects your statutory rights as a consumer, including any right to use an alternative dispute resolution scheme where one is available.

AAppendix A — Prohibited and Restricted Activities

Without limiting clause 10, you must not:

• submit false, misleading, speculative or duplicate Quotation Requests, or requests on behalf of someone else without authority;
• post fake, dishonest, incentivised, or malicious reviews or ratings, or attempt to manipulate the review system;
• impersonate any person, or misrepresent your identity or connection with any person;
• use the Platform to advertise or promote any business, or to access it as, or on behalf of, a Service Provider or competitor;
• collect, scrape, harvest or extract data about Service Providers or users, except information you are entitled to through normal use;
• upload or share content that is unlawful, defamatory, obscene, harassing, discriminatory, threatening, infringing or otherwise objectionable;
• introduce viruses or malicious code, or attempt to gain unauthorised access to, interfere with, damage or disrupt the Platform or its security;
• use automated systems (such as bots or scrapers) to access the Platform other than as permitted;
• use the Platform for any unlawful, fraudulent or harmful purpose, or in breach of these Terms or any applicable law.

Breaching this Appendix is a breach of these Terms and may lead to suspension or termination under clause 17 and cooperation with authorities under clause 18.