Terms for customers

Version 1.1 · Last updated 20 October 2026

1. The short version

• Graftr HQ introduces you to tradespeople. We are not the person doing the work.
• When you accept a quote, your contract is with the tradesperson, not with Graftr.
• Using Graftr costs you nothing. We charge the tradesperson.
• Your phone, email and address stay hidden from the tradesperson until you accept a quote or confirm a visit.

2. Who we are

Graftr HQ is run by GRAFTR SYSTEMS LTD, company number 16960119, registered office 46 Priorwood Gardens, Ingleby Barwick, Stockton-on-Tees, TS17 0XH. Contact: support@graftrhq.com. We are not a builder, plumber, electrician or other tradesperson. We do not check or guarantee the standard, price, safety or insurance of any tradesperson, beyond the checks we say we have done on their page.

3. How it works

1. You send a request (what you need, photos, your name, email and postcode). You may add a mobile number.
2. The tradesperson can ask for a visit or send a quote. You get a private link.
3. If you accept a quote (pick a start date if offered) or confirm a visit time, we share your full name, phone, email and the job address you gave us with that tradesperson so they can do the job. Not before.
4. The tradesperson does the work. They may use the app to tell you they are on their way or running late.
5. They send an invoice. You pay them (card, bank transfer or cash, as they offer).
6. You can leave a review and, if offered, a tip.

You do not need an account. Anyone with your private link can see that page, so do not share it.

4. Your contract with the tradesperson

• The contract for the work is between you and the tradesperson. They are responsible for the work, the price, any guarantee, insurance, and for following the law.
• Quotes show the price the tradesperson will charge. The price you accept is what you agree to pay unless you both agree to change it. If the price needs to change (for example after a visit or extra work) the tradesperson sends a revised quote that you accept or decline on your own phone. If you decline, the original price stands. Nothing is agreed on your behalf.
• Your legal rights stay. The law gives you rights when you buy services from a business: work must be done with reasonable care and skill, for a reasonable price if none was agreed, and within a reasonable time (Consumer Rights Act 2015). These terms do not take away those rights.
• Cancelling. If you agree a job online, by phone or at home, you normally have 14 days to cancel without giving a reason (Consumer Contracts Regulations 2013). The tradesperson should tell you this before you accept. Starting early: when you accept a quote and pick a start date that falls within the 14 days, you are asking the tradesperson to start work then. By accepting these terms you confirm that request and understand that, if you cancel after work has started, you must pay a reasonable amount for the work already done (and you lose the right to cancel once the work is fully done). If your start date is more than 14 days away, nothing starts inside the 14 days. Some cases are different (for example urgent repairs you ask for). To cancel, tell the tradesperson clearly, in writing (a message through Graftr counts).
• Deposits. Some tradespeople ask for a deposit when you accept. The quote shows the amount, and the balance. A deposit is part of the price. It is not a fee to Graftr. We never call a deposit "non-refundable". If you cancel in time, or the work does not happen, ask the tradesperson for it back. If you need help, contact us.
• Paying. You pay the tradesperson. If you pay by card, Stripe processes the payment. Graftr does not take payments from you for the work, and you are never charged extra for paying by card.

5. Your information and privacy

• What we do with your data is in our privacy notice. In short: we pass your request to the tradesperson you chose, share your contact details only after you accept or confirm, and keep a record of what you agreed (your name, the time, and device details).
• You choose whether to receive WhatsApp job updates; we message only if you ticked it, and you can stop by replying STOP.
• Do not put anyone else's personal data in a request unless you may.

6. Photos, videos and what you send

• Only send photos, video and text you have the right to share. Do not send anything illegal, offensive, or showing other people without their permission.
• You allow Graftr and the tradesperson to use what you send to understand and do the job. Your photos are private and are not put on the tradesperson's public page unless you say yes to that.
• Notes you send on a booked job are for the tradesperson to read ("Got it" tells you they saw it). They are not a chat. For urgent matters, call them.

7. Reviews and tips

• You can only review a job that is marked complete. Your review shows your first name, a star rating and your comment. Write honestly about your own experience. Do not accept money or gifts for a review and do not write one for someone you are linked to. See our community and review rules.
• We may remove a review that breaks the rules, but not just because the tradesperson dislikes it.
• Tips are optional. They go to the tradesperson through Stripe (we take no fee). A tip never affects your review. Tips are your decision and are normally non-refundable once paid, but you keep your legal rights if the payment was made by mistake or fraudulently.

8. What Graftr is and is not responsible for

• We are responsible for running the introduction service with reasonable care and for looking after your data as our privacy notice says.
• We are not responsible for the work, the price, or what the tradesperson says or does, or for a tradesperson's insurance, qualifications or licences. We do not guarantee any tradesperson will turn up, finish, or do a good job.
• We do not exclude anything the law does not allow us to exclude, such as responsibility for death or personal injury caused by our negligence, or for our fraud.
• Subject to that, our responsibility to you for problems with the service is limited to losses that were a foreseeable result of our breach.

9. Disputes and complaints

• With the tradesperson: talk to them first. If that fails you can contact us and we will try to help, but we do not decide who is right. You can use Citizens Advice, Trading Standards, an approved ADR scheme or the courts. The tradesperson's trade body may help if they belong to one.
• With Graftr: email complaints@graftrhq.com. We will reply within 14 working days. If you are not satisfied, you can ask Citizens Advice for help or use an approved alternative dispute resolution (ADR) provider.
• Reporting content or a user: tap Report on the page or email reports@graftrhq.com.

10. Safety

If you think someone is in danger, call 999. Gas smells: National Gas Emergency 0800 111 999. Graftr is not an emergency service.

11. Changing these terms; law

We may update these terms; the version you accepted is shown with your quote. The law of England and Wales applies, and you may bring a claim in the courts of the part of the UK where you live.