Terms of Service

Welcome to buildermatch.ai. This platform is operated by Builder Match AI Ltd ("buildermatch.ai", "we", "us", or "our"), a company registered in England and Wales (Company No. 17240008), whose registered office is at 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom.

buildermatch.ai is an AI-powered marketplace that connects homeowners ("Clients") seeking home renovation, repair, and maintenance services with independent trade professionals ("Tradespersons") — including contractors, plumbers, electricians, gas engineers, and other skilled trades.

These Terms of Service ("Terms") govern your access to and use of the buildermatch.ai website, platform, and all associated services and features (collectively, the "Platform"). By registering for an account or using the Platform in any way, you confirm that you have read, understood, and agree to these Terms and our Privacy Policy, which is incorporated into these Terms by reference.

We may update these Terms from time to time — see Section 19 for how we handle changes.

To use buildermatch.ai, you must meet all of the following requirements:

You are at least 18 years old. The Platform is strictly for adults. If you are under 18, you may not create an account or use the Platform.

You are legally capable of entering into a binding contract under the laws of England and Wales.

You are not prohibited from using the Platform by any applicable law or regulation.

If registering as a Tradesperson, you hold (or will obtain before accepting any job) all licences, certifications, and insurance required to legally perform the trade services you offer. See Section 6 for details.

You have not been permanently banned from the Platform by us.

By creating an account, you represent and warrant that all of the above are true and will remain true for as long as you use the Platform. If any of these requirements cease to be met, you must stop using the Platform immediately and contact us at legal@buildermatch.ai.

The Platform is free for Clients (homeowners) to join, post jobs, and receive quotes. Tradespersons pay fees to unlock leads, purchase subscriptions, and are charged a service fee on completed jobs processed through escrow. See Section 9 for full details.

You can register using your email address and password, or via Google or Apple Sign-In. You must provide accurate, complete, and up-to-date information during registration. You agree to keep your account information current and to notify us promptly at legal@buildermatch.ai if anything changes.

One account per person or business entity. You may not create multiple accounts to exploit promotional offers, circumvent a suspension, or for any other reason. Duplicate accounts will be closed.

You are responsible for keeping your login credentials secure and confidential. Do not share your password with anyone. You are responsible for all activity that takes place under your account, whether or not you authorised it.

If you suspect your account has been accessed without your authorisation, contact us immediately at legal@buildermatch.ai. We are not liable for any loss or damage arising from unauthorised access to your account where you failed to keep your credentials secure.

You may close your account at any time via Account Settings > Close Account, or by emailing legal@buildermatch.ai. Closing your account does not affect any outstanding obligations — including payments owed, active disputes, or escrow transactions in progress. Those obligations survive account closure.

We may retain certain data after account closure as required by law — see our Privacy Policy, Section 8 for full retention details.

We reserve the right to suspend or permanently terminate any account at any time, with or without notice, where we reasonably believe:

You have breached these Terms or any other agreement with us;

You have provided false, fraudulent, or misleading information;

You have engaged in illegal activity on or through the Platform;

You are using the Platform in a way that creates risk or liability for us or other users;

A regulatory or legal requirement compels us to do so.

Where possible, we will give you advance notice and an opportunity to respond before suspending or terminating your account. For serious breaches — including fraud, illegal activity, or imminent harm to other users — we may act immediately.

This section is important. Please read it carefully.

Builder Match AI Ltd operates buildermatch.ai exclusively as a technology-enabled intermediary marketplace. Our role is to connect Clients with Tradespersons — nothing more. We are not a contractor, employer, trade professional, or party to any contract for trade services.

Any contract for home renovation, repair, or maintenance services is made directly between the Client and the Tradesperson. We are not a party to that contract and have no responsibility for its performance.

Tradespersons listed on the Platform are independent self-employed professionals or businesses. They are not employees, workers, or agents of buildermatch.ai. We do not direct, supervise, or control how they perform their work.

Our AI matching algorithm recommends Tradespersons based on objective factors — proximity, credentials, ratings, and availability. A recommendation is not an endorsement of a Tradesperson's skills, conduct, or reliability.

We do not guarantee, warrant, or take responsibility for:

The quality, safety, standard, or fitness for purpose of any work performed by a Tradesperson;

A Tradesperson's compliance with building regulations, health and safety law, or licensing requirements;

Any property damage, personal injury, or financial loss caused by a Tradesperson;

The accuracy of any Tradesperson's self-reported qualifications, experience, or portfolio.

We verify Tradesperson credentials as part of our onboarding process (see Section 6), but verification does not make us responsible for a Tradesperson's performance. Always check a Tradesperson's credentials independently for high-value or regulated work.

We are responsible for:

Operating the Platform with reasonable skill and care;

Processing payments securely through our Stripe Connect escrow system;

Providing a fair and accessible dispute resolution process (Section 12);

Protecting your personal data in accordance with our Privacy Policy;

Our own negligence, fraud, or wilful misconduct.

By using the Platform, you agree not to:

Provide false, misleading, or fraudulent information at any point — including during registration, job posting, quoting, or dispute resolution.

Use the Platform for any unlawful purpose or in a way that violates any applicable law or regulation.

Harass, threaten, abuse, or discriminate against any other user.

Post or transmit any content that is defamatory, offensive, obscene, or infringes any third party's intellectual property rights.

Attempt to circumvent the Platform's payment system by arranging payment for a Platform-introduced job outside of our Stripe Connect escrow. Off-platform payments for Platform-introduced jobs are a serious breach of these Terms and will result in immediate account suspension. See Section 9.7.

Create multiple accounts, use another person's account, or attempt to impersonate any person or entity.

Use automated tools, bots, scrapers, or other software to access or extract data from the Platform without our express written permission.

Attempt to reverse-engineer, decompile, or extract the source code of the Platform or any of our AI systems.

Interfere with or disrupt the Platform's infrastructure, servers, or networks.

Use the Platform to collect personal data about other users for purposes outside of fulfilling a job introduced through the Platform.

We reserve the right to remove any content or account that violates these rules without notice.

Before your profile is made visible to Clients or any leads are allocated to you, you must complete our verification process, which includes:

Government-issued photo ID and proof of address, verified via our identity verification provider;

Facial biometric liveness check;

Business entity verification (if operating as a limited company) via Companies House;

Trade licence or certification relevant to your advertised trade (see below);

Valid Public Liability Insurance certificate;

DBS background check and sanctions screening.

You must keep all verified information current. We run automated expiry checks and will notify you at 90, 60, and 30 days before any credential expires. Failure to renew within 14 days of expiry will result in automatic profile suspension until the credential is updated.

If you advertise services in any of the following regulated trade categories, you must hold and maintain the relevant active registration or certification:

Trade

Required Registration

Gas work

Gas Safe Register (mandatory under Gas Safety (Installation & Use) Regulations 1998)

Electrical installation

NICEIC, NAPIT, or ELECSA Approved Contractor (Part P, Building Regulations)

Plumbing / water fittings

WaterSafe Approved Contractor or CIPHE membership

Oil heating

OFTEC registration (Building Regulations Part J)

Asbestos removal

HSE-licensed contractor (CAR 2012 Regulation 8)

EV charger installation

OZEV-authorised installer

Advertising regulated trade services without the required licence is illegal. We will terminate any account found to be doing so and may report the matter to the relevant regulator.

You must maintain Public Liability Insurance of at least £1,000,000 per occurrence (minimum £2,000,000 for structural or general contractor work) at all times while active on the Platform. If you employ staff, you must also hold Employers' Liability Insurance of at least £5,000,000 as required by law. Insurance certificates must be valid, from an FCA-authorised insurer, and re-submitted annually.

You are responsible for ensuring that all information on your profile — including your trade categories, coverage area, years of experience, qualifications, and portfolio — is accurate and kept up to date. Misleading profile information that induces Clients to hire you is a breach of these Terms and may constitute a misleading commercial practice under the Consumer Protection from Unfair Trading Regulations 2008.

When you unlock a lead, you commit to reviewing it and responding (either with a quote or a decline) within your stated response time. Your response rate is tracked and factors into your Profile Health Score and AI match priority. Consistently low response rates may result in reduced lead allocation.

When carrying out a job introduced through the Platform, you must:

Perform all work to a professional standard and in compliance with applicable building regulations, safety standards, and relevant British Standards;

Hold all required licences for the specific work being carried out;

Treat the Client's property with care and respect;

Communicate professionally and promptly through the Platform's messaging system;

Upload job completion photos and evidence before requesting escrow release.

When posting a job, provide an accurate, honest description of the work required. Inaccurate job descriptions — including understating the scope of work to attract lower quotes — are unfair to Tradespersons and may constitute a breach of contract.

You are responsible for ensuring that the Tradesperson can safely access the property to carry out the agreed work. You must disclose any known hazards (such as asbestos, damp, or structural instability) before the Tradesperson begins work.

You agree to promptly confirm or raise a dispute at each escrow milestone. If you do not respond to a completion confirmation request within [Insert — e.g., 7 calendar days], the Platform may treat the milestone as approved and release the relevant escrow funds to the Tradesperson. Silence is not automatically acceptance — but unexplained inaction beyond the response window may be treated as such.

Reviews you leave must be honest, based on your genuine experience, and not written with the intent to damage a Tradesperson's reputation unfairly. Defamatory, false, or malicious reviews are a breach of these Terms and we reserve the right to remove them.

Here is how a job works on buildermatch.ai from start to finish:

Step

What Happens

The Client describes the job (or uses the AI Job Wizard). Photos can be uploaded. For larger projects, the AI suggests milestone breakdowns.

buildermatch.ai's AI algorithm matches the job with suitable, verified Tradespersons in the Client's area based on trade category, proximity, credentials, ratings, and availability.

Tradespersons use Tokens to unlock the job details and Client contact information. Tokens are deducted from their balance at unlock.

Tradespersons submit quotes via the Platform. Clients can compare quotes, ask questions, and counter-offer through the Platform's messaging system.

The Client accepts a quote. Both parties confirm the agreed scope of work, start date, and milestone payment schedule.

The Client pays the initial deposit (20–30% of the agreed job value) into the Stripe Connect escrow. The deposit is held securely until the job commences.

Both parties confirm job commencement via the Platform. The deposit is released to the Tradesperson.

For multi-stage jobs, the Client confirms each milestone digitally. Funds are released only after confirmation. No automatic time-based releases.

The Tradesperson uploads completion photos and requests final payment. The Client confirms Practical Completion.

A minimum 10% retention is held for 14 days post-completion. Released on Client confirmation or after the retention window with no dispute filed.

Both parties are invited to leave a review. Reviews are published on the Platform.

All communication about a Platform-introduced job should take place through the Platform's messaging system. This protects both parties in the event of a dispute and ensures a full record is available to our Resolution Team.

Clients (homeowners) pay nothing to register, post jobs, receive quotes, or use any Client-facing feature of the Platform. Clients pay only for the trade services they engage — via the Platform's secure escrow system.

Tradespersons pay buildermatch.ai through three mechanisms:

Fee Type

Description

Lead Unlock Tokens

Tradespersons purchase token bundles to unlock and access Client job details. One token per lead unlock. Bundles: 10 / 25 / 50 / 100 tokens. Prices: [Insert]. Purchased tokens do not expire. Promotional tokens may have an expiry — disclosed at point of award.

Subscription Plans

Monthly or annual subscription to Starter (free), Professional, or Elite plans. Provides enhanced features, AI tools, priority matching, and a monthly token allowance. Monthly allowance tokens expire at end of each billing cycle and do not roll over.

Escrow Service Fee

A Platform service fee of [Insert]% of the total job value is deducted from the Tradesperson's disbursement upon each successfully completed job transacted through escrow. Not charged on cancelled or refunded jobs. Disclosed at quote submission stage.

All payments — including Client escrow deposits, milestone releases, Tradesperson payouts, token purchases, and subscription billing — are processed exclusively through Stripe Connect, operated by Stripe Payments Europe, Ltd. (FCA Authorised Electronic Money Institution). We do not store your card details or bank account numbers.

Client funds held in escrow are segregated from our operational accounts by Stripe. They belong to the Client until released. We will only release escrowed funds when:

Both parties confirm a milestone or completion digitally; or

A dispute resolution outcome directs a specific release; or

The retention period expires without a dispute being filed.

We will never release escrowed funds unilaterally or as a result of pressure from either party outside the formal confirmation or dispute process.

Scenario

Refund

Client cancels before work starts

Full deposit refunded less a Platform processing fee of £[Insert].

Client cancels after work starts

Deposit forfeit. Milestone refunds subject to dispute outcome.

Tradesperson withdraws post-acceptance

Full deposit and escrowed funds returned to Client.

Tradesperson non-performance (verified)

Full refund of all escrowed funds.

Purchased tokens — unconsumed

Non-refundable except on no-fault account termination by us.

Monthly subscription — cancelled mid-cycle

Access until end of period. No prorated refund.

Annual subscription — cancelled within 14 days

Full refund if paid features not accessed (Consumer Contracts Regulations 2013).

All prices displayed on the Platform are [inclusive / exclusive — insert once VAT status confirmed] of VAT. Builder Match AI Ltd [is / is not — insert] registered for VAT (Registration No. [Insert once registered]). VAT-compliant invoices and receipts are generated automatically by the Platform for all chargeable transactions.

You must not arrange, request, or accept payment for a job introduced through the Platform outside of our Stripe Connect escrow system. This includes cash payments, bank transfers, cryptocurrency, or any other payment method.

Off-platform payments: (a) remove important consumer protections for Clients; (b) deprive the Platform of its rightful service fee; and (c) constitute a material breach of these Terms. Any user found to be circumventing the escrow system will have their account immediately suspended and may face further action.

We may offer promotional campaigns — including the Founding 1,000 and Early 2,500 programmes — with specific benefits such as free subscription periods, discounted rates, or free token grants. All campaign benefits are subject to the Founding Member Campaign Terms, which are incorporated into and form part of these Terms. Campaign benefits are non-transferable, have no cash value, and are subject to eligibility criteria. See the Founding Member Campaign Terms for full details.

buildermatch.ai uses artificial intelligence to power several features of the Platform. Here is what you need to know:

AI Job Wizard: Helps Clients describe their job in plain English or by uploading a photo.

AI Matching: Recommends Tradespersons for each job based on proximity, credentials, ratings, availability, and Profile Health Score.

AI Pricing Guidance: Suggests quote price ranges for Tradespersons based on job type and market data.

AI Smart Replies: Suggests reply options in the messaging system.

AI Review Summaries: Generates plain-English summaries of Tradesperson reviews for their public profile.

AI Re-engagement: Sends personalised nudge messages to opted-in inactive users.

AI Promotional Videos: Auto-generates social media videos from completed job photos for opted-in Tradespersons.

Our AI systems are designed to be helpful and accurate but are not infallible. AI match recommendations, price guidance, and review summaries are tools to support your decision-making — not substitutes for your own professional judgement. We do not warrant that AI-generated content is accurate, complete, or appropriate for any specific situation.

Where an AI-driven decision significantly affects your account — such as profile suspension, demotion, or lead restriction — you have the right to request a human review. Contact us at legal@buildermatch.ai with the subject line 'Request for Human Review'. We will respond within 30 days with an explanation and the outcome of the review.

We use your data to power AI features as described in our Privacy Policy (Section 3 and Section 6). For features powered by Anthropic (Claude) or OpenAI (GPT-4o), data is processed on a per-request basis under Data Processing Agreements. We minimise personal data in AI prompts wherever possible.

After a job is completed, both Clients and Tradespersons are invited to leave a review. Reviews are published on the Platform and contribute to the Tradesperson's public rating.

Reviews must be honest, based on genuine first-hand experience, and not written with the intent to harm.

Reviews must not contain: false statements of fact; defamatory content; personal information about other users; offensive or discriminatory language; or any content that violates these Terms.

We may remove reviews that we reasonably believe breach these rules. Our AI moderation system (Module 10) flags suspicious reviews for human review. We do not remove reviews simply because a Tradesperson disagrees with them.

Tradespersons may respond to reviews via the Platform. Responses must comply with the same rules as reviews.

You must not offer, request, or accept any payment, discount, or benefit in exchange for a positive review or for removing a negative review. Review manipulation is a breach of these Terms and the ASA CAP Code.

If something goes wrong, we want to help resolve it fairly and quickly.

All disputes between Clients and Tradespersons about a job introduced through the Platform must follow our three-stage internal resolution process:

Stage

What Happens

Stage 1 — Direct Negotiation

File a dispute via the Dispute Centre. Both parties submit evidence. You have 7 days to reach a mutual agreement.

Stage 2 — Platform Review

Our Resolution Team reviews all evidence and issues a non-binding recommended settlement. Both parties have 5 days to accept or reject.

Stage 3 — Director's Determination

A senior member of our team reviews the full record and issues a written final determination. Both parties have equal opportunity to submit a final statement before the decision is made.

The Stage 3 Director's Determination is final and binding on both the Client and the Tradesperson as a matter of contract. Once issued, the Platform will action the escrow release accordingly.

This internal process does not remove your statutory right to bring a claim in the courts of England and Wales. Consumer users (homeowners) retain the right to pursue claims through the courts regardless of these Terms.

If a Tradesperson causes damage to your property, file a claim within 30 days of discovery via the Dispute Centre. We will direct the claim to the Tradesperson's Public Liability insurance policy. We facilitate the process but are not financially responsible for property damage.

When a dispute is filed, all escrowed funds linked to the relevant job are automatically frozen. No funds are released to either party until the dispute is resolved or a determination is issued.

All content on the Platform — including the buildermatch.ai name, logo, AI systems, matching algorithm, software, design, text, images, and features — is owned by or licensed to Builder Match AI Ltd and is protected by copyright, trademark, and other intellectual property laws. You may not copy, reproduce, distribute, modify, or create derivative works from any part of the Platform without our express written permission.

Content you submit to the Platform — including job descriptions, photos, messages, and reviews ("Your Content") — remains yours. By submitting it, you grant us a non-exclusive, worldwide, royalty-free licence to use, display, reproduce, and distribute Your Content for the purpose of operating and improving the Platform, including training our AI systems (using anonymised or aggregated data where possible).

You confirm that Your Content does not infringe any third party's intellectual property rights, is not defamatory or unlawful, and that you have the right to grant us this licence.

If you send us ideas, suggestions, or feedback about the Platform, we may use them freely without any obligation to you. We appreciate your input.

We provide the Platform with reasonable skill and care, but we do not guarantee that it will be available 100% of the time, error-free, or free from interruption. We may need to take the Platform offline for maintenance, updates, or reasons outside our control. We will endeavour to give advance notice where possible.

As set out in Section 4, we are not responsible for the quality, safety, or outcome of work performed by Tradespersons. Our verification process reduces — but does not eliminate — risk. You engage Tradespersons at your own risk.

To the maximum extent permitted by the laws of England and Wales — including the Consumer Rights Act 2015 and the Unfair Contract Terms Act 1977 — Builder Match AI Ltd's total aggregate liability to you for all claims arising from your use of the Platform shall not exceed the lower of: (a) the total fees you have paid to us in the 12 months before the claim; or (b) £[Insert Liability Cap].

This limit does not apply to: (i) death or personal injury caused by our negligence; (ii) fraud or fraudulent misrepresentation; or (iii) any liability that cannot be excluded by law.

To the maximum extent permitted by law, we are not liable for: loss of profit; loss of business; loss of data; business interruption; or any indirect or consequential loss, even if we have been advised of the possibility of such loss.

The Platform may contain links to third-party websites or integrate with third-party services (such as Google Maps or social media platforms). We are not responsible for the content, privacy practices, or availability of any third-party service. Your use of any third-party service is at your own risk and subject to that service's own terms.

You agree to indemnify and hold harmless Builder Match AI Ltd, its directors, employees, and agents against any claims, losses, damages, costs, and legal fees arising from:

Your breach of these Terms;

Your use of the Platform in an unlawful or unauthorised way;

Any content you post or submit to the Platform that infringes a third party's rights or is otherwise unlawful;

Any dispute between you and another user of the Platform arising from a job or transaction;

Your failure to hold required licences or insurance when carrying out regulated trade work.

By creating an account, you agree that we may communicate with you electronically — by email, SMS, in-platform notification, and (where you have opted in) WhatsApp — for the purposes of providing the service.

Transactional messages (booking confirmations, payment receipts, job alerts, dispute updates) are part of the service and cannot be opted out of while your account is active. Marketing messages (promotional offers, re-engagement nudges, campaign announcements) require your prior consent and can be opted out of at any time via Account Settings > Notifications or by replying STOP to any SMS or WhatsApp message.

You are responsible for keeping your contact details up to date. We are not responsible for missed notifications where your contact details are out of date.

Electronic communications from us satisfy any requirement for written notice under these Terms, unless a specific provision requires a different form.

Your use of the Platform is subject to our Privacy Policy, which is available at /privacy-policy and is incorporated into these Terms. Please read it carefully — it explains what data we collect, how we use it, who we share it with, and your rights.

By using the Platform, you confirm that you have read and understood our Privacy Policy.

These Terms, together with our Privacy Policy, Cookie Policy, Founding Member Campaign Terms (where applicable), and any other documents expressly incorporated by reference, constitute the entire agreement between you and Builder Match AI Ltd regarding your use of the Platform. They supersede all prior discussions, representations, and agreements.

If any provision of these Terms is found to be invalid, unlawful, or unenforceable by a court of competent jurisdiction, that provision will be severed and the remaining Terms will continue in full force.

Our failure to enforce any provision of these Terms at any time does not waive our right to enforce it in the future.

We may assign our rights and obligations under these Terms to another entity — for example, in a merger or acquisition. We will notify you if this happens. You may not assign your rights under these Terms without our prior written consent.

We are not liable for any delay or failure to perform our obligations under these Terms caused by circumstances outside our reasonable control — including natural disasters, power failures, internet outages, regulatory changes, or acts of third parties.

We may update these Terms from time to time. When we make changes that materially affect your rights or obligations, we will:

Email you at your registered address at least 30 days before the changes take effect;

Display a notice on the Platform.

Your continued use of the Platform after the effective date constitutes acceptance of the updated Terms. If you do not agree to the changes, you should stop using the Platform before the effective date.

For minor changes — such as fixing a typo or clarifying existing language — we will update the 'Last Updated' date without advance notice.

Previous versions of these Terms are available on request by emailing legal@buildermatch.ai.

These Terms and any dispute or claim arising from them are governed by the laws of England and Wales.

Subject to your statutory rights as a consumer to bring proceedings in your local courts, the courts of England and Wales shall have non-exclusive jurisdiction to settle any dispute arising out of or in connection with these Terms.

If you are a consumer (homeowner) resident in Scotland or Northern Ireland, you also benefit from the mandatory consumer protection provisions applicable in those jurisdictions, and you retain the right to bring proceedings in your local courts.

If you have any questions about these Terms, please get in touch:

Email

legal@buildermatch.ai

Post

Legal Team, Builder Match AI Ltd, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom

Complaints

If your complaint is unresolved, you may also contact the Citizens Advice consumer helpline at citizensadvice.org.uk or 0808 223 1133.