Terms of use

Who we are

Graftsure is operated by Chris Longshaw (sole trader), trading as Graftsure, in the UK. Contact: hello@graftsure.co.uk. We're setting up a business postal address and will add it here. Graftsure isn't VAT-registered.

You accept these terms when you create an account. They're in English, we don't keep a separate signed copy for each person, and this page always shows the current version, so you can save or print it. You can check and correct anything you type before you submit it. How we use personal data is in our privacy notice.

What Graftsure does (and doesn't do)

• Homeowners post jobs. Checked trades who cover that trade and area can say they're interested, and the homeowner chooses who to shortlist, up to 3 trades per job. Once 3 are shortlisted, the job closes to new interest.
• We cover home services from building, electrics, heating and plumbing to cleaning, gardens, collection & delivery, removals, rubbish removal, skip hire and asbestos, plus mobile vehicle services and dog grooming and walking. The full list is on the post-a-job screen. If you choose “Other / not sure”, we show the job to local handypeople, and we may move it to a better-matching trade (we'll tell you if we do).
• We're not part of the contract between a homeowner and a trade. Prices, quotes, the work, payment for the work, guarantees and any disputes about the job are between the two of you. A price or quote a trade sends through Graftsure (including a skip hire quote) is that trade's own offer to you: we don't set, check or guarantee it, and accepting it makes a contract with the trade, not with us. We don't employ the trades, we don't supervise their work, and we don't move goods, hire skips or carry waste ourselves.
• Basic DBS badge. Optional for any trade. It means a person at Graftsure saw a basic criminal record certificate in the trade's name, dated as shown, with no unspent convictions. It says nothing about spent convictions (which by law needn't be disclosed), and isn't an enhanced or barred-list check. We suggest a new check every 12 months, and show the certificate's month so you can judge.
• Our checks are real, but limited. A badge means a person at Graftsure checked the document on the date shown (for example insurance, or Gas Safe registration). It isn't a guarantee of the quality of anyone's work, and we're not endorsed by Gas Safe or any scheme. For gas work always check the Gas Safe Register yourself, and get quotes in writing.
• How things are ordered. Trades see matching jobs newest first, the same for every trade. Homeowners see interested trades in the order they replied. Nobody can pay to appear higher, and the Pro plan changes only the fees, not where you appear.

Your account

• You must be 18 or over and give accurate details. Keep access to your email secure: that's how you sign in.
• One account per person or business. Don't share it or sign in as someone else.
• You can delete your account at any time (Account → Delete my account). See deleting your account.

For homeowners

• Posting jobs, shortlisting and messaging are free.
• Post genuine jobs at an address you have the right to have work done at (or, for vehicles, pets or items, ones you own or have the owner's permission for). Please don't post jobs just to collect prices you never intend to use, unless you choose “just pricing”.
• Only shortlist trades you'd be happy to hear from: shortlisting shares your contact details with them.
• Some jobs come with legal duties of your own. If someone takes your waste away (including a skip firm), the law expects you to check they're a registered waste carrier. A skip on the road needs a council permit (the skip firm usually arranges it). Don't disturb anything you think might contain asbestos. Some trees are protected, so check with your council before tree work. We point these out when you post, but they remain your responsibility.

For trades: fees and plans

• Free during launch. While Graftsure launches we don't charge shortlist fees and you can't be charged for Pro. Shortlisting still shares contact details as normal. The prices below apply from a date we haven't set yet: we'll email every trade at least 15 days before fees start, and show the date on the Billing screen, so you can decide whether to carry on. Shortlists before that date stay free.
• Pay as you go (no monthly fee): a fee only when a homeowner shortlists you, set by the size of the job (£3, £6 or £10). There's no monthly cap. Once your shortlist fees in a calendar month (UK time) come to more than £50, every later shortlist that month is half price (rounded to the nearest penny). The fee that takes you over £50 is charged in full, and it starts again on the 1st.
• Pro (£12 a month): half-price fees (£1.50, £3 or £5), with no monthly cap. The Pay as you go over-£50 discount doesn't apply on top.
• We may waive fees for an individual trade, for example to thank people who helped us start. That's our choice, it never raises anyone else's price, and it isn't shown to homeowners.
• Showing interest in a job is free. Each lead shows the fee you'd pay (including any half-price discount) before you show interest. The prices here are the full prices: there's no VAT on them (we're not VAT-registered) and no extra charge for paying by card, PayPal or Pay by Bank. Current prices are always on the Billing screen; we'll give you at least 30 days' notice before any increase, and you can leave before it applies.
• You must hold every licence, registration and insurance the law requires for the work you take on (for example Gas Safe, a waste carrier registration if you take waste away, hire and reward insurance if you carry goods for payment, an F-gas certificate for air conditioning, or an HSE licence for licensed asbestos work), and only take jobs you're allowed to do. Our checks don't replace that duty.
• Any price you send is your own offer to the homeowner. Skip hire quotes must be the total you'll charge (including VAT if you charge it), with any council permit cost shown separately.
• Fees are taken automatically from the card or PayPal account you've saved, when you're shortlisted. If you use Pay by Bank instead, you pay what's outstanding yourself, and we may pause new leads if fees stay unpaid for more than 30 days.
• Payments are handled by Stripe. Plans and payments are managed on our website; the iPhone and Android apps don't sell anything.

Cancelling Pro

• You can cancel Pro any time on the Billing page. There's no contract or notice period. You stay on Pro until the end of the month you've paid for, then move to pay as you go. We don't refund part-months, except where the law says we must.
• 14-day cooling-off: trades use Graftsure for their business, so the legal 14-day right to cancel that consumers have for online purchases doesn't apply. We offer something similar anyway: if you cancel Pro within 14 days of first subscribing, email us and we'll refund the subscription, less a fair amount for the days you've used.
• Shortlist fees are for an introduction that has already happened, so they aren't refundable just because a job didn't go ahead. If something has gone wrong (for example a fake job), tell us and we'll look at it fairly.

Being a good member of Graftsure

• Be honest: no fake jobs, fake reviews, or reviews of your own business.
• Be decent: no abuse, harassment, discrimination or threats, in messages or reviews.
• Don't share other people's personal details publicly, or use contact details from Graftsure for anything except the job.
• You can block someone or report a message in any conversation. We'll look at every report.

How reviews work

• Only a homeowner who posted a job on Graftsure, and marked which trade did it, can review that trade: one review per job. Trades can't review themselves, and nobody can buy, swap or be paid or rewarded for a review.
• New reviews wait 48 hours before going live, so the trade can reply. Then we publish them, good or bad. We show them newest first, with the reviewer's first name and initial.
• Anyone signed in can report a review they think is fake, abusive or about the wrong job (or email us if you don't have an account). A reported review is hidden while a person at Graftsure checks it, and we put it back unless it breaks these rules. We never remove a review just because it's negative.
• If we find fake or paid-for reviews, we remove them and may suspend the account involved.

Feedback about homeowners

• After a homeowner marks a job done, the trade they picked (and only that trade) can rate, within 14 days, whether they were paid as agreed, whether the job was described accurately, communication and appointments, with an optional short comment. One per job.
• It's private: only signed-in, checked trades looking at that homeowner's jobs see a summary, without the names of the trades who left it. It's never shown publicly.
• Trades: rate the job honestly and from your own experience. Comments must be about the job, factual or clearly your opinion, with no contact details, names, insults, allegations of crimes, or anything about health, disability, religion, ethnicity or sexuality. We check every comment before it's shown and won't publish ones that break these rules. Feedback must never be used to pressure a homeowner (for example over a review or a payment dispute).
• Homeowners: we tell you when feedback is left about you. You can see all of it, reply, and dispute it. While a dispute is open it's hidden. We pass your dispute to the trade, who has 5 days to respond, and a person at Graftsure decides. If you think it's defamatory you can also send a formal notice of complaint to hello@graftsure.co.uk, and we follow the steps in the Defamation (Operators of Websites) Regulations 2013.
• Graftsure doesn't write or change feedback, and it is the trade's own opinion, not ours.

Illegal content, reports and complaints

• Don't post or send anything illegal, including threats, scams, harassment or other people's private information.
• Report a message with Report in the conversation, or a review with the link under it. Anyone, including people without an account, can also email hello@graftsure.co.uk to report something on Graftsure they think is illegal.
• A person at Graftsure reviews every report. The only automated step is a word filter that stops contact details, slurs and similar from being posted in feedback comments; it never removes anything already posted. We remove illegal content as quickly as we can, and may warn, suspend or close the account involved, and tell the police where that's needed.
• If we remove something you posted, or restrict your account, we'll tell you why. If you think we got it wrong, email hello@graftsure.co.uk with “Appeal” in the subject and a different person will look again where possible.

If we suspend or close an account

We may remove content, pause leads, or suspend or close an account if someone breaks these terms, posts fake jobs or reviews, doesn't keep their insurance or registrations up to date (trades), leaves fees unpaid, or puts other people at risk. For trades, we'll tell you the reasons when we suspend or restrict your account, and give at least 30 days' notice before closing it, unless the law requires us to act sooner or there's a serious or repeated breach. You can reply with any information you'd like us to consider.

You can close your account at any time. If we change these terms in a way that affects trades, we'll email you at least 15 days before (30 days for price increases), and you can close your account before the change applies.

Your content

You own what you post (job descriptions, photos, messages, reviews, your business details). You give us permission to store it and show it to the people it's meant for (and, for reviews and trade profiles, publicly on Graftsure) for as long as it's on the service. We don't advertise trades anywhere outside Graftsure and we don't run affiliate schemes.

Trades can see their leads, the contact details of homeowners who shortlisted them, their reviews and their fee history in the app while their account is open. After you close your account we keep only what's described in our privacy notice, and you can ask us for a copy of your personal data.

Our responsibility to you

• We'll provide Graftsure with reasonable care and skill. It's newly launched, so there may be interruptions while we improve it.
• We're not responsible for the work a trade does, or for what a homeowner pays or doesn't pay a trade.
• For trades using Graftsure in business, our total liability to you in any 12 months is limited to the fees you paid us in that time.
• Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or anything else the law doesn't allow us to limit. If you're a consumer, you keep all your legal rights.

Complaints and the law

If something's not right, email hello@graftsure.co.uk and we'll reply within 5 working days, look into it and tell you what we'll do. These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can also bring a claim in your local courts.

Changes

We may update these terms as Graftsure develops. We'll give you notice of important changes by email before they apply (for trades, at least 15 days), and we won't change terms backwards for anything that has already happened.