Customer Terms

Last updated: 26 August 2026

1. Using VettTrade

You may submit a property-repair request without paying a lead fee. You must provide information that is accurate to the best of your knowledge so we can route the job appropriately.

2. Trade categories and matching

VettTrade currently coordinates plumbing, electrical, carpentry/handyman, locksmith and decorating work. We may use your location, trade category, job type and urgency to identify a suitable approved partner. We do not guarantee that a trade will be available or attend within a particular time.

3. Trade checks

VettTrade may review identity, insurance and relevant registration information before activating trade accounts. These checks support platform quality but are not a guarantee of workmanship, conduct, financial standing or suitability for every job.

4. Attendance and diagnostic visits

Some jobs cannot reasonably be quoted without a physical inspection or diagnosis. In those cases, the assigned trade may request a VettTrade attendance payment before travelling. The current standard attendance amount is £59 and the current emergency/out-of-hours attendance amount is £99.

You will be shown the attendance amount before payment. If you proceed with the repair, a paid attendance amount is credited against the final repair price shown through VettTrade. If you choose not to proceed after the trade has attended and provided the inspection or diagnosis, the attendance payment remains payment for that service already provided, subject to any refund, cancellation or consumer rights that apply by law.

4A. Starting services during the cancellation period

Where consumer cancellation rights apply, VettTrade may ask you to expressly request that the VettTrade service and any booked attendance or repair service begin before the end of the applicable 14-day cancellation period. If you make that request and later cancel after services have started, you may still have to pay for services already provided up to the point of cancellation. Any rights that cannot lawfully be excluded or restricted remain unaffected.

When this request is made through the VettTrade website, we may record the wording accepted, the job reference and the date and time of your consent as part of the job record.

5. Quotes and the work contract

The assigned trade prepares the quote for the proposed work. You should review the description and price before accepting it. Where an attendance amount has already been paid, the quote may show the full repair price, the attendance credit and the remaining balance separately. The independent trade is responsible for the repair work, materials, workmanship, attendance and any trade-specific guarantees or legal duties.

6. Customer contact details and history

Once VettTrade assigns your job, relevant contact details may be made available to that trade so they can contact you about the request. VettTrade may also maintain a customer record linking your VettTrade jobs and service interactions so repeat requests and completed-job history can be handled consistently. See our Privacy Notice for more information.

7. VettPay

VettTrade-sourced repair and attendance payments are handled through VettPay. Platform fees charged to the trade are not added on top of the customer amount shown. A final repair balance may be reduced by any eligible attendance credit already paid.

8. Customer Portal and job tracking

VettTrade may show current and completed jobs, attendance-payment status and operational stages such as assigned, contacted, quoted, agreed and completed in the Customer Portal. These records depend on platform updates and do not amount to an independent inspection or certification of the work.

9. Emergencies

Do not rely on VettTrade where there is an immediate risk to life, serious injury, fire, gas escape or another emergency requiring an emergency service or utility provider. Contact the appropriate emergency service or utility provider directly.

10. Problems, complaints and disputes

If an issue concerns the repair work, you should normally raise it with the trade first. You may also contact VettTrade so we can record the issue, review conduct and assist with platform or VettPay information where appropriate. Unless required by law or expressly agreed, VettTrade does not become the repair contractor.

11. Misuse

You must not submit knowingly false, abusive, fraudulent or duplicate requests, or misuse the service in a way that harms customers, trades or VettTrade.

12. Liability

Nothing in these terms excludes liability where it would be unlawful to do so. Subject to that, VettTrade is responsible for operating its coordination platform with reasonable care but does not guarantee customer-supplied information, trade availability or the independent trade’s workmanship.

13. Changes

We may update these terms as the service develops. The published version applicable when you submit or progress a request will apply to that platform interaction, subject to rights that cannot lawfully be excluded.