Terms of use

1. Who we are and what these terms cover

These terms are an agreement between you and London Heroes Services Limited (company number 17217746, registered office Suite Ra01, 195-197 Wood Street, London E17 3NU) covering your use of londonheroes.co.uk, your London Heroes account, and the services available through the platform, including bookings, payments, reviews and disputes.

By creating an account you confirm you have read and accept these terms and the Privacy policy. We record the version you accepted and when. If we change these terms materially, we'll tell you and ask you to accept the new version before continuing to use your account.

2. What London Heroes is — and isn't

London Heroes is a managed marketplace: we connect customers with independent, verified trade professionals ("Heroes"). Heroes are independent businesses, not our employees or subcontractors. The contract for the work itself is between you and the Hero; London Heroes is not a party to it, though we verify Heroes, operate the payment protection described in section 6, and run the dispute and complaints processes described below.

Each Hero authorises us to collect payment from you on their behalf as their commercial agent for payment collection only. This means your payment to London Heroes discharges your payment obligation to the Hero for that job, even before the money is released to them.

Heroes additionally sign the London Heroes Hero Agreement — a contract between the Hero and London Heroes governing their conduct, credentials and payouts on the platform.

3. Accounts

You must be at least 18 and give accurate information. Your legal name and username are fixed at registration and can't be changed later — this supports the accountability the platform is built on. Choose them carefully.

You must verify your email address and UK mobile number before your account activates, and keep both current. You're responsible for keeping your password secret; we strongly recommend switching on two-step verification, which the platform supports with authenticator apps and one-time recovery passphrases.

One person per account; accounts are not transferable. Tell us immediately at hello@londonheroes.co.uk if you believe your account has been compromised.

4. Verification (Heroes)

Heroes must complete identity verification (KYC) and, for limited companies, business verification (KYB) before offering services. This includes photographing an identity document, a selfie, and a selfie holding the document, and consenting to checks against official registers. Submitted images must be original, unedited camera captures of genuine documents belonging to you.

Applications are reviewed by a human within our stated review window. We may reject an application, giving the reason, and you may correct the issue and resubmit. Submitting forged, altered or another person's documents is a material breach and results in permanent removal, and where appropriate a report to the authorities.

Verification confirms identity, business registration and declared credentials at the time of checking. It is not a guarantee of the quality of any specific job, and credential status can change — which is why the platform monitors expiry daily and displays live status. A lapsed credential shows as expired, never hidden.

5. Bookings, quotes and prices

You can request work by describing the job; Heroes may quote, or our team may match a Hero with a price. A quote you accept becomes the price of the job. Prices are in pounds sterling and, until VAT registration is notified on this page, do not include VAT because none is charged.

The booking is formed when you pay. Before you pay, the platform shows you the Hero, the work description, and the total price. Scheduling is agreed in-platform and visible on the job's timeline.

If the scope of the work changes once a job is underway, the Hero proposes a variation in-platform stating what changes and the new price. A variation takes effect only when you approve it — and, where it increases the price, when you pay the difference. Nothing is released to the Hero until you confirm the work is complete, exactly as in section 6.

6. Payments, protection and the London Heroes Guarantee

Payments are processed by Stripe; we never see your card number. When you pay for a job, the money is held securely and is not released to the Hero until you confirm the work is complete. This is the heart of the London Heroes Guarantee: pay at booking, release only on your confirmation.

If you raise a dispute before confirming, release is frozen automatically while a named member of our team investigates on the evidence — what was requested, quoted, done and paid. The outcome can include releasing payment, a partial refund, or a full refund to your original payment method. Our platform fee is 10% of the job price, paid by the Hero out of the released amount and shown transparently on every transaction record.

If a job is cancelled before work starts, you receive a full refund to your original payment method. The Guarantee is a platform protection, not an insurance policy, and does not reduce your statutory rights or the Hero's own insurance obligations, which verification requires them to hold.

7. Consumer rights and cancellations

Nothing in these terms affects your statutory rights. Under the Consumer Rights Act 2015, services must be performed with reasonable care and skill, at a reasonable price where none is agreed, and within a reasonable time where no time is agreed. If a Hero's work falls short of these standards you are entitled to repeat performance or an appropriate price reduction — and the payment protection in section 6 exists so this can be resolved before money moves.

Where you contract with a Hero at a distance, you may have a 14-day cancellation right under the Consumer Contracts Regulations 2013. By booking a time slot within 14 days of paying, you expressly request that the service begins within the cancellation period; if you then cancel before completion, you may owe reasonable payment for work already done, and the cancellation right is lost once the service is fully performed. Emergency call-outs you request immediately are typically in that category. To cancel, use the job's cancel action or email hello@londonheroes.co.uk with the job reference.

8. Reviews

Only the client of a completed, paid job can review it, once — every review on the platform reflects real, paid work. Reviews must be honest and based on your genuine experience. We take proportionate steps to prevent, detect and remove fake or incentivised reviews, in line with the Digital Markets, Competition and Consumers Act 2024, and we never edit review content. Heroes may post one public reply; our team may remove content that is unlawful, abusive or breaches these terms, recording the reason.

9. Acceptable use

You agree not to: misrepresent who you are; post false reviews or manipulate ratings; use the platform to arrange work outside it in order to avoid its protections; scrape, probe or disrupt the service; upload unlawful content or malware; or harass other users or our team.

We may suspend or close accounts that breach these terms, providing reasons and — except where fraud or safety requires otherwise — an opportunity to respond.

10. Content and intellectual property

You keep ownership of content you post (photos, reviews, job descriptions) and grant us a licence to display it on the platform for its intended purpose. The London Heroes name, logo and platform design are our property (trade mark UK00004396028). Cost guides and safety content are general information, not advice or quotes.

11. Honest limits and liability

Response times and availability depend on your area and the job. Nothing on this site guarantees a specific outcome, timeframe or price, and safety guidance never replaces the emergency services or a qualified professional's on-site judgement.

We do not exclude or limit liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be excluded. Subject to that, we are not liable for the acts or omissions of Heroes (your contract for work is with them, protected by section 6), for losses that were not foreseeable when these terms were accepted, or for business losses of consumer users.

Where we are liable to you in connection with the platform itself, our total liability is limited to £1,000 or, if greater, the platform fees you paid us in the 12 months before the event.

12. Suspension, closure and ending the agreement

You can close your account at any time from your account page or by emailing us; verification and transaction records are retained as described in the Privacy policy. We can suspend or close accounts for breach of these terms, failed or fraudulent verification, or where required by law — with reasons, and with notice except where fraud or safety requires immediate action. Money already held for a job when an account is suspended is dealt with under section 6, not forfeited.

13. General

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction (if you live in Scotland or Northern Ireland, you may also bring proceedings there). If any part of these terms is found unenforceable, the rest stands. Our failure to enforce a term is not a waiver.

Complaints route: see the Complaints policy. If a dispute cannot be resolved through our process, alternative dispute resolution is available through a certified ADR provider, and you retain all statutory routes including Trading Standards, Citizens Advice, and — for gas safety concerns — the Gas Safe Register and the Health and Safety Executive.