Terms for tradespeople

Version 1.2 · Last updated 21 October 2026

1. Who we are and what these terms are

These terms are between you (the tradesperson or business that signs up) and GRAFTR SYSTEMS LTD, company number 16960119, registered office 46 Priorwood Gardens, Ingleby Barwick, Stockton-on-Tees, TS17 0XH ("Graftr", "we", "us"). Contact: support@graftrhq.com.

By creating an account, or by saying you accept when asked, you agree to these terms, our privacy notice, our community and content rules and, for card payments, Stripe's terms. You must be 18 or over and sign up for a real business you are allowed to run in the UK.

2. What Graftr does

Graftr HQ is a directory, a job app and an introduction service. We show your work, pass you requests from customers, and give you tools for quotes, bookings, invoices and payments.

We are not your customer's contractor and not your employer. The contract for the work is only between you and your customer. You are responsible for the work, the price, the quote, your insurance, your tax, and following the law. We do not guarantee that you will receive any enquiries or any amount of work.

3. Your account

• You must give true information and keep your login safe. Tell us at once if you think someone else has your login.
• One business per account. You may not share the account with others (team features may come later).
• You are responsible for everything done under your account.
• Checks: we may check your identity and business (for example through Stripe's checks, your insurance, trade bodies, or a call). Until we have checked, we may limit what you can do or show a "not yet verified" status. We will not call you "verified" unless we have actually checked the thing that badge says.

4. Fees

We charge you, never the customer.

You only pay when a job is done. There is no monthly fee, no contract, and nothing to pay for jobs you do not win or finish.

Per completed job (one fee for each job):

• Which one applies: it depends on how that particular request reached you. A customer who first found you on Discovery but sends their request through your own link, QR code or page is a customer you bring (1%).
• The job value is the job total including VAT, not including tips. The fee is a percentage of the value of the job at the time it is assessed.
• Minimum fee: £2.99 per job.
• Extra work: if extra work is agreed after the fee has been assessed, we charge 1% of the extra work. The total fee for the whole job never goes above its cap (£20 or £30).
• No monthly cap. The cap applies to each job. Card-processing fees and any optional paid extras are separate.
• VAT: The fees above are without VAT because we are not VAT-registered. When we register for VAT we will tell you at least 15 days before; VAT will then be added on top of the fee.
• When a fee is due: when you mark the job complete, or 30 days after the job's first booked day if you have not, unless it was cancelled. Extending a job does not move the fee date. If a job didn't happen, tell us through Help and support before the fee is taken and we will take it off.
• How we collect it: we add up your fees and take them from your card on file on the 15th and on the last day of each month, when the fees you owe come to £20 or more. If you owe less than £20, it carries over to the next date. We take fees that have been owed for more than 60 days, and anything still owed when you close your account, whatever the amount. You add a card for Graftr fees when you get your first booked job, and keep it valid; fees for jobs done before then wait until you add it. We take the fee whether the customer pays you by card, bank transfer or cash.
• Receipts: we show your fees and what has been collected in the app.
• Failed payments: if a collection fails we try again at the next collection date, and the fees stay owing. We may pause new introductions until the fees are paid.
• Mistakes: if we charge you wrongly (for example a job did not happen, or a duplicate), tell us and we will correct it and refund the difference. Corrections show as new entries; history is not rewritten.
• A job that did not go ahead: if a customer cancels and no work was done, tell us through Help and support and we will reverse the fee.
• Changing our fees: we can change the fees for future jobs by giving you at least 15 days' notice. You may close your account before the change starts.
• Deposits you take are part of the job price. A deposit never creates a second Graftr fee.
• No fee on tips. Tips go to you.

5. Customers' details and not going around us

• Until a customer accepts your quote or confirms a visit, you only see their first name, area, description and photos. After that, and once you have added a card for Graftr fees, you receive their name, phone, email and address for doing that job.
• You must use customer details only for that job and for what the law lets you do (such as invoicing, tax, and responding to complaints). You become the controller of that data under data protection law. Keep it safe, delete it when you no longer need it, and do not use it to market to them unless they agreed.
• You must not try to get customer contact details before they are shared by Graftr, for example by asking for their number in your reply, posting your contact details on your Graftr page or in captions, or encouraging customers to move away from Graftr before the job is booked.
• The Graftr fee applies to every job that is booked through Graftr, however the customer pays you (card, bank transfer or cash). It is taken when you mark the job complete, or 30 days after the job's first booked day if you have not, unless the job was cancelled. The fee is a percentage of the value of the job at that time (section 4). If extra work is agreed later, we charge 1% of the extra work, and the fee for the whole job never goes above its cap. Nothing is charged twice for the same work. A job that has not been marked complete and has no days left booked is marked complete automatically 30 days after its last booked day; no invoice or review request is sent to the customer when that happens. Getting paid: card payments through Stripe are optional and run under Stripe's own terms. If you add bank details, they are shown on your invoices; you are responsible for them being correct. Bank transfers go straight to you and Graftr never holds that money. Repeat work with a customer that you arrange outside Graftr is not charged.
• A job that has clearly gone ahead (for example a deposit or invoice has been paid, or you have told the customer you are on your way) should be marked complete, not cancelled. If a job is cancelled after it has started, we ask the customer whether the work was done. If they say it was, the fee is due. If they say it was not, or do not answer within 14 days, there is no fee.
• You must not ask a customer to cancel and rebook outside Graftr, or tell them a different price, to avoid the fee on a job booked through Graftr.
• If we reasonably think you have broken this rule, we may charge the fee that would have been due, pause or close your account, and tell you why (section 12).
• Your public page, captions and posts must not show your phone number, email, website, or a QR code that skips Graftr.

6. Quotes, deposits and customer rights

• You set your own prices. Quotes you send are your offers. When the customer accepts, a contract is made between you and them.
• Your legal duties to consumers. Unless a customer is a business, UK consumer law applies to you (including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013). You must do work with reasonable care and skill. For work agreed away from your premises (at the customer's home, online or by phone), customers normally have 14 days to cancel. You need to tell them that before they accept. Graftr puts this in the customer terms they accept with your quote, and you must not tell them anything different. If you start work inside the 14 days you need their clear request to do so, and they must pay a reasonable amount for work done if they cancel. Do not say a deposit is "non-refundable". Refund it if the customer cancels in time or if you do not do the work.
• Deposits. Optional. If you ask for a deposit, the customer pays it by card (through Stripe) or by bank transfer (you tap "Deposit received"). The deposit comes off the final invoice. You hold it for the customer; return it if the job does not go ahead for a reason that is not the customer's fault, or if they cancel within their legal rights.
• You must be able to do the work you quote for and must give the price clearly, including VAT if you charge it.
• You are responsible for your own tax and, if registered, VAT on your work.

7. Payments through Stripe

• Card payments and payouts to you are provided by Stripe, not Graftr. To take card payments you must complete Stripe's sign-up and accept the Stripe Connected Account Agreement. We never see your bank details or full card number.
• Stripe's fees are paid by you, shown separately from our fee in the app. Customers cannot be charged extra for paying by card (UK law bans card surcharges on consumers).
• Refunds, chargebacks and disputes on payments to you: Stripe may take the money back from your balance. If your balance is not enough, you are responsible for the shortfall.
• Cash and bank transfers are recorded by you in the app. They are labelled "recorded externally". You are responsible for the accuracy.
• Tips are paid on to you through Stripe after the customer pays; they do not count towards your job value for fees.

8. Your content and reviews

• You own your photos, videos and words. You give us a free, worldwide licence to host, show, resize and share them: on your Graftr page, in Discover, in emails or messages about your jobs, and in sharing links, for as long as they are on the platform plus a short period for backups. If we use them in adverts for Graftr (not currently planned), we will ask first. You can remove content any time, though copies in backups and shares already made may remain for a short time.
• You promise you own or have permission to use everything you upload, and that you have the customer's permission and no customer or child is identifiable when you post work from a job. Posting needs you to confirm this each time.
• Reviews can only be written by real customers of jobs marked complete in Graftr. You may not write reviews of your own business, ask friends or family to, pay or reward anyone for a review, pressure customers, or try to get a review removed because it is negative. We do not delete reviews because the tradesperson dislikes them; we remove reviews only under our reviews policy (see the community rules). You can report a review you believe is fake or breaks the rules.
• You must follow the community and content rules. Photos and videos must be your real work.

9. How we rank and show you

Your page appears in Discover and in the directory. Order is decided mainly by how recent a post is and whether the business works within reach of the person looking, taking turns between businesses so that no single business fills the feed. Posts that have been reported and removed are left out. No business pays for a higher place. We will tell you before we introduce paid promotion or give our own services preferential treatment.

10. Our service and changes

• We try to keep Graftr available but cannot promise it will always work without interruption. We may change or stop features. For changes that significantly affect you we will give at least 15 days' notice by email and in the app, unless the change is needed for law, safety or security, or you asked for it. If you do not agree, you can end your account before the change starts.
• If we decide to end the whole service we will give at least 30 days' notice.

11. Data protection

Each of us must follow data protection law. For customer data you receive after booking, you are a controller in your own right. We are controller for our platform data (see our privacy notice). Report to us immediately if you lose customer data or suspect a breach, so we can comply with the 72-hour rule to the ICO.

12. Suspending or closing accounts (and why)

We may suspend or close your account (with a written reason, and 15 days' notice unless it is urgent) if you:

• break these terms or the community rules;
• act dishonestly, or avoid fees as in section 5;
• put customers or others at risk, or get repeated serious complaints or fake reviews;
• fail our checks, or lose a licence or insurance you need;
• do not keep a valid card on file or repeatedly fail to pay fees;
• are subject to a court order, sanctions, or an investigation by an authority.

If we must act urgently (for example to protect people or because the law requires), we may suspend at once and explain afterwards.

What happens: we tell you the reason and how to appeal (email support@graftrhq.com). We look again within 14 days. Jobs already booked: we will help you finish or tell customers.

You may close your account at any time in the app (Profile, then Account and help, then Delete my account), or by email. Fees already due (jobs marked complete, or 30 days after their first booked day) are still due. Fees for jobs not yet started and cancelled are not charged. After closure we remove your public page. See delete your account for what we keep.

13. Our responsibility to you (liability)

• Nothing in these terms limits liability that the law does not allow to be limited (death or personal injury caused by negligence, fraud, and so on).
• We are not responsible for the work you do, for customers who do not pay or cancel, for lost jobs or profits, or for problems caused by Stripe, Apple, Google, internet outages or other things outside our control.
• Apart from that, our total liability to you in any 12 months is limited to the fees you paid us in the 12 months before the claim, or £100, whichever is greater.
• You are responsible for losses caused by your breach of these terms, for example claims by customers about your work or content you upload. You must hold suitable insurance for your trade (public liability at least).

14. Complaints and disputes

• Complaints about us: email complaints@graftrhq.com. We reply within 14 working days. If we can't settle it, we are willing to try mediation.
• Disputes with a customer are between you and them. We may help, but we do not decide, and we are not responsible for the outcome.

15. General

• Governing law: the law of England and Wales. Courts of England and Wales have jurisdiction (if you live in Scotland or Northern Ireland you may use your local courts).
• Changes to these terms: at least 15 days' notice by email and in the app, with the new version shown. You can end your account before they start.
• Transfer: we may transfer our rights if we sell the business and tell you.
• Whole agreement; if a clause fails: these terms plus the documents they refer to are the whole agreement. If one part cannot be enforced, the rest still applies.
• Third parties: only you and Graftr can enforce these terms.
• Language: English.
• Contact: GRAFTR SYSTEMS LTD, 46 Priorwood Gardens, Ingleby Barwick, Stockton-on-Tees, TS17 0XH, support@graftrhq.com.