Terms & Conditions

Customer Terms & Conditions

Your access to and use of www.emergencyhero.co.uk and the services (defined below), are subject exclusively to these Terms and Conditions.

1. Definitions

“Company” means Emergency Hero Ltd, company number 14389904, trading under the name Emergency Hero whose registered office is Suite 5B Maclaren House, Lancastrian Office Centre, Old Trafford, United Kingdom, M32 0FP. References in these Terms to “Emergency Hero” or the “Company” mean Emergency Hero Ltd.

“Customer” means the person who requests, books or purchases Services through Emergency Hero, HeroCare, or any other brand operated by the Company. For the avoidance of doubt, any engineer or tradesperson registered with the Company to provide services at a Customer’s Property is not considered a Customer when acting in that capacity and is instead subject to the Contractor Terms and Conditions.

“Contractor” means an engineer or tradesperson registered with Emergency Hero who accepts a Booking to attend a Customer’s Property and carry out the requested Works.

“Booking” means an arrangement made through Emergency Hero, whether through the Emergency Hero app or website or by telephone, for a Contractor to attend the Customer’s Property to inspect, diagnose or carry out the requested Works, as confirmed to the Customer at the time of booking.

“Works” means any inspection, diagnosis, repair, maintenance or other trade work carried out by a Contractor at the Customer’s Property that Emergency Hero has expressly confirmed, by telephone or through the app, as forming part of a Booking.

“Service” or “Services” means the booking, matching, introduction and payment-processing services provided by Emergency Hero to connect the Customer with a Contractor and facilitate the supply of the Works.

“Off Platform Works” means any labour, parts, materials, return visit or other work beyond the agreed attendance and first hour of labour included in the Booking that is arranged directly between the Customer and a Contractor and has not, before it begins, been both recorded in the Emergency Hero app and approved there by the Customer.

2. Emergency Hero’s Role and Contractor Relationship

Emergency Hero operates a supplier-finding and booking service through which Customers are introduced to a nationwide network of independent engineers and tradespeople (“Contractors”). Emergency Hero facilitates the Booking but does not itself inspect, diagnose, repair or maintain the Customer’s Property.

Contractors are self-employed, independent businesses and are not employees, workers or agents of Emergency Hero. They have no authority to enter into commitments on behalf of Emergency Hero. When a Contractor accepts a Booking, the contract for the performance of the Works is between the Customer and the Contractor.

Contractors may attend the Property to inspect, assess and diagnose the reported issue and, where reasonably possible and safe to do so, carry out reactive repair or maintenance Works. Acceptance of a Booking or attendance at the Property does not guarantee that the issue will be identified, resolved or repaired, either during the initial attendance or at all. Completion may depend on factors including access to the Property, the nature of the fault, safety considerations, availability of parts and whether further Works are required.

Emergency Hero takes reasonable steps to assess Contractors before admitting them to its network, including checking relevant experience, documentation and trade-specific qualifications where applicable. However, vetting does not constitute a guarantee of a Contractor’s availability, conduct, workmanship or the outcome of any Works.

To the fullest extent permitted by law, Emergency Hero is not responsible for the acts, omissions, advice, workmanship or performance of an independent Contractor, or for the outcome of the Works. Emergency Hero remains responsible for its own Services and for any liability that cannot legally be excluded.

3. Fees and Payment

The Customer must pay a Booking Fee for Emergency Hero’s supplier-finding and booking services. The Booking Fee does not include the Contractor’s labour or any parts, materials or any additional or Off-Platform Works.

Before the Booking is confirmed, the Customer will be informed of the Booking Fee, the applicable labour charges and any other charges known at that time. These will be displayed through the Emergency Hero app or explained by an Emergency Hero Representative when the Booking is made by telephone.

By confirming a Booking and providing payment details, whether through the Emergency Hero app or by telephone, the Customer authorises Emergency Hero to collect the Booking Fee, the Contractor’s labour charges and any other amounts expressly agreed by the Customer.

These charges will be collected following the Contractor’s attendance once the Booking has been marked as complete in the app by the Contractor, the Customer or Emergency Hero. Charges remain payable whether or not the reported issue is successfully repaired, subject to the charging terms confirmed at the time of Booking.

Emergency Hero will not collect any charges for additional Works, time, parts or materials unless the Customer has expressly agreed to those charges through the Emergency Hero app, by telephone with an Emergency Hero Representative or through an Emergency Hero email payment link. Where approval is given by telephone or email payment link, the additional Works and charges must also be recorded in the Emergency Hero app and confirmed by the Customer before they are treated as part of the Booking.

3.1 Additional and Off-Platform Works

The agreed attendance and first hour of labour are the only Contractor Works included in the original Booking unless further labour, parts, materials or a return visit are documented and approved through the Emergency Hero app.

If a Contractor proposes additional work, parts or a return visit, the Customer must ensure that the proposal is recorded and approved through the Emergency Hero app before the additional work begins. An arrangement made directly with the Contractor and not recorded and approved through the Emergency Hero app before the work begins, including any direct cash, card or bank-transfer payment, will be treated as Off-Platform Works.

Emergency Hero is not a party to any agreement for Off-Platform Works and does not arrange, authorise, supervise, process payment for, guarantee or accept responsibility for those Works. The Customer and Contractor are solely responsible for the terms, payment, performance and outcome of any Off-Platform Works.

4. Acceptance of These Terms

These Terms are available on the Emergency Hero website before a Booking is confirmed.

For a Booking made through the Emergency Hero app or website, the Customer accepts these Terms by selecting the applicable acceptance or booking-confirmation button.

For a telephone Booking, the Customer will be informed that these Terms are available on the Emergency Hero website and accepts them by verbally confirming that they wish to proceed with the Booking.

Emergency Hero will provide the Customer with confirmation of the Booking and a copy of the applicable Terms by email or another durable written format. Allowing a Contractor to enter the Property confirms the Customer’s continued agreement to the Booking and these Terms but is not the point at which they first become binding.

5. Cancellation and Refunds

5.1 General Refund Position

Except as expressly set out in this section or otherwise required by law, the Booking Fee, Contractor’s Labour Charge and any applicable cancellation charge are non-refundable.

A reference in this section to refunding a charge includes refunding an amount already collected, cancelling the charge before collection or releasing any payment authorisation, as applicable.

5.2 Urgent Works and Immediate Commencement

Emergency Hero provides a reactive booking service intended for emergency and urgent repairs and maintenance. A Booking will be treated as a request for urgent attendance where the Customer has described the reported issue as requiring urgent attention and has specifically requested a Contractor to attend during an agreed same-day attendance window. Emergency Hero may rely on the information and confirmation provided by the Customer when classifying and arranging the Booking.

By confirming a Booking through the Emergency Hero app or website, or verbally during a telephone Booking, the Customer confirms that the requested attendance genuinely relates to an urgent repair or maintenance issue and specifically requests a Contractor to attend the Property for that purpose.

Where the Booking genuinely relates to urgent repairs or maintenance, the statutory 14-day right to cancel does not apply to the urgent Works specifically requested by the Customer. This exception does not apply to additional non-urgent services or goods, other than replacement parts necessarily required to complete the requested urgent Works.

The Customer also expressly requests Emergency Hero to begin providing the Booking Service immediately and acknowledges that they will lose any applicable right to cancel the Booking Service once it has been fully performed.

Completion of the Booking Service does not mean that the Contractor has attended or completed the Works and does not affect any refund or cancellation rights expressly provided elsewhere in these Terms.

5.3 Attendance Times

Emergency Hero will use reasonable efforts to locate a suitable Contractor and arrange attendance as quickly as reasonably possible. However, attendance times are estimates and may be affected by traffic, overrunning appointments, Contractor availability and other unforeseen circumstances.

The “Agreed Attendance Window” means the arrival time or attendance window confirmed to the Customer when the Booking is made, or any revised time subsequently and expressly agreed between Emergency Hero and the Customer, any revised times agreed will be sent in writing where possible.

A Contractor notifying Emergency Hero or the Customer that they are running late will not, by itself, change the Agreed Attendance Window. Any revised attendance time must be expressly accepted by the Customer.

Where a revised attendance time is expressly agreed, that revised time will become the Agreed Attendance Window and any subsequent delay will be measured from the revised time.

5.4 Late Attendance and Non-Attendance

Where the Contractor does not arrive within the Agreed Attendance Window, the following will apply.

5.4.1 Up to 30 Minutes Late

No refund or reduction will be provided solely because the Contractor arrives up to 30 minutes after the Agreed Attendance Window.

A delay within this period does not give the Customer an additional right to cancel and receive a refund. If the Customer chooses to cancel, the standard cancellation provisions below will apply.

5.4.2 More Than 30 Minutes and Up to One Hour Late

As compensation for the delay in attendance, the Customer will receive a refund up to 25% of the Contractor’s Labour Charge.

A delay within this period does not give the Customer an additional right to cancel and receive a refund. If the Customer chooses to cancel, the Booking Fee and a cancellation charge equal to 75% of the Contractor’s Labour Charge will remain payable. The cancellation charge will be paid to the assigned Contractor to compensate them for reserving the attendance, travel undertaken and other work they may have been unable to accept.

5.4.3 More Than One Hour and Up to Two Hours Late

The Customer may choose either:

to continue with the attendance and receive a refund equal to 50% of the Contractor’s Labour Charge; or

to cancel the Booking before the Contractor arrives and receive a full refund of any Contractor’s Labour Charge or cancellation charge collected. The Booking Fee will not be refunded.

5.4.4 More Than Two Hours Late

A delay of more than two hours will be treated as a non-attendance unless the Customer has expressly agreed to a revised attendance time.

The Customer may choose either:

to cancel the Booking before the Contractor begins the Works and receive a full refund of the Booking Fee and any Contractor’s Labour Charge or cancellation charge collected; or

to continue with the delayed attendance, in which case a partial refund will be agreed with an Emergency Hero Representative before the Contractor begins the Works. The refund will not be less than 50% of the Contractor’s Labour Charge.

The same options apply where the delay exceeds four hours but the Contractor is still able to attend on the agreed day.

5.4.5 Contractor Unable to Attend on the Agreed Day

If the Contractor cannot attend on the agreed day, the Customer may choose either:

to cancel the Booking and receive a full refund of the Booking Fee and any Contractor’s Labour Charge or cancellation charge collected; or

to ask Emergency Hero to arrange another Contractor for the following day, in which case the Booking Fee will be refunded and the Contractor’s Labour Charge will remain payable in accordance with the revised Booking.

The remedies in this section will not apply where the delay or failed attendance was caused by the Customer, including where the Contractor was unable to access the Property, the Customer was unavailable or the Customer provided incorrect or incomplete Booking or address information.

5.5 How to Cancel a Booking

During Emergency Hero’s call-centre opening hours, the Customer may cancel a Booking through the Emergency Hero app or by telephone with an Emergency Hero Representative.

Outside the call-centre opening hours, the Customer must cancel through the Emergency Hero app at https://web.emergencyhero.app/, including where the original Booking was made by telephone. Customers who book by telephone will be provided with instructions for downloading and accessing the app as part of their Booking and tracking information.

A cancellation made through the app will take effect at the time it is successfully submitted. A telephone cancellation will take effect when it is confirmed by an Emergency Hero Representative.

5.6 Cancellation Before a Contractor Is Assigned

If no Contractor has been assigned when the Customer cancels, any Contractor’s Labour Charge collected will be refunded, but the Booking Fee will not be refunded.

However, if no Contractor has been assigned by the end of the Agreed Attendance Window, the Customer may cancel and receive a full refund of the Booking Fee and any Contractor’s Labour Charge collected.

5.7 Cancellation After a Contractor Is Assigned

If the Customer cancels after a Contractor has been assigned and before the end of the Agreed Attendance Window, the Booking Fee will not be refunded. A cancellation charge equal to the Contractor’s Labour Charge will also remain payable and will be paid to the assigned Contractor to compensate them for reserving the attendance, travel undertaken and other work they may have been unable to accept.

This applies whether the Contractor:

has already arrived within the Agreed Attendance Window;

is travelling to the Property; or

still has time remaining within the Agreed Attendance Window to arrive.

Where the Contractor has not arrived by the end of the Agreed Attendance Window, the late-attendance provisions in section 5.4 above will apply.

5.8 Acceptance and Discretionary Refunds

By confirming the Booking and authorising payment, the Customer confirms their acceptance of this Cancellation and Refund Policy.

Any refund offered outside the circumstances expressly set out in this section will be made at the discretion of Emergency Hero’s management. Nothing in this section restricts any refund, remedy or statutory right to which the Customer is legally entitled.

5.9 Processing Refunds

Any refund due under these Terms will be processed without undue delay and no later than 14 calendar days after the Customer becomes entitled to it.

Refunds will be issued to the original payment method unless the Customer expressly agrees otherwise. Emergency Hero will not charge the Customer a fee for processing a refund.

After Emergency Hero has processed a refund, the time taken for the funds to appear in the Customer’s account will depend on the Customer’s bank or payment provider.

6. Access, Safety and Customer Responsibilities

6.1 Access to the Property

The Customer must ensure that they are present at the Property at the agreed attendance time and able to provide the Contractor with safe and lawful access to all areas reasonably required to inspect, diagnose or carry out the Works.

The Customer must provide any keys, access codes, parking arrangements or other information reasonably required for access. If the Customer is not the owner or occupier of the Property, they confirm that they have authority to permit the Contractor to enter and carry out the requested Works.

6.2 Providing a Safe Working Environment

The Customer must take reasonable steps to provide a safe working environment for the Contractor. This does not require the Customer to remedy the fault or hazardous condition that is the subject of the Booking, but the Customer must:

disclose any known risks or hazards before attendance;

keep children, pets and other persons away from the working area where reasonably requested;

follow any reasonable safety instructions given by the Contractor;

provide adequate lighting and unobstructed access where reasonably possible; and

inform the Contractor of any known asbestos, structural instability, contaminated materials, dangerous occupants or animals, exposed electrical components, gas leaks or other material hazards.

A Contractor may refuse to enter the Property, begin the Works or continue working where they reasonably believe that doing so would be unsafe, unlawful or outside the scope of their qualifications or registration.

Where the Contractor cannot attend or carry out the Works because the Customer has failed to provide access, is unavailable or has failed to disclose or address a reasonably avoidable safety risk, the Booking Fee will remain payable. A cancellation charge equal to the Contractor’s Labour Charge may also remain payable and will be paid to the Contractor to compensate them for the reserved attendance, travel and time incurred.

These charges will not apply where the failure to gain access or carry out the Works was caused by Emergency Hero or the Contractor.

7. Permissions, Permits and Consents

The Customer is responsible for obtaining any permission, authority, permit, licence, landlord or freeholder consent, planning permission, building approval or other consent required for the requested Works before those Works begin.

The Customer confirms that they are the owner or lawful occupier of the Property, or that they have authority from the owner, landlord, managing agent or other responsible person to instruct the Works.

Emergency Hero and the Contractor may rely on the Customer’s confirmation that the necessary authority and consents have been obtained. Neither Emergency Hero nor the Contractor will be responsible for delays, losses or costs arising solely because the Customer did not obtain a required permission or consent.

If a required permission or consent is found to be missing, the Contractor may suspend or decline the Works until it has been obtained. Any additional attendance or costs must be agreed with the Customer before being charged.

8. Contractor Workmanship and Guarantees

The Contractor is responsible for the performance, quality and safety of the Works they carry out and for complying with all legal, regulatory and trade-specific requirements applicable to those Works.

Any workmanship guarantee or warranty is provided by the Contractor under that Contractor’s own terms and policies. The scope and duration of any guarantee must be confirmed by the Contractor in writing. No guarantee should be assumed unless one has been expressly provided.

8.1 Off-Platform Works and Guarantees

Any guarantee, warranty, remedial obligation or other commitment relating to Off‑Platform Works is solely between the Customer and the Contractor. Emergency Hero does not provide or administer any guarantee for Off‑Platform Works and is not responsible for arranging remedial attendance relating to them.

9. Contractor Liability

As the Works are carried out by an independent Contractor, that Contractor is responsible for their own acts, omissions, advice, workmanship and any damage directly caused by their performance of the Works.

To the fullest extent permitted by law, Emergency Hero will not be responsible solely by reason of having introduced or facilitated the Booking with the Contractor.

10. Gas Safety

Gas-related Works may only be carried out by a Contractor who is registered with the Gas Safe Register and authorised for the relevant category of gas work.

Gas Contractors operate under their own Gas Safe registration or through the Gas Safe-registered business with which they are associated. They are responsible for ensuring that their registration, qualifications and permitted work categories are current and appropriate for the Works undertaken.

Customers are entitled and encouraged to ask a gas Contractor to show their Gas Safe identification card before allowing gas-related Works to begin. The Customer may verify the Contractor’s identity, registration number and permitted work categories through the Gas Safe Register. This does not transfer Emergency Hero’s own vetting responsibilities to the Customer.

Where a Gas Safe-registered Contractor identifies an unsafe gas appliance, installation or situation, they may disconnect or isolate the relevant supply or appliance and issue a warning notice in accordance with applicable safety procedures. The Customer must not use, reconnect or interfere with anything that has been isolated or marked as unsafe and must follow the safety instructions provided.

The Customer is responsible for pre-existing gas hazards at the Property and for following any warning or safety notice issued. The Contractor remains responsible for any hazardous condition caused or made worse by their own acts, omissions or gas-related Works.

11. Events Outside Emergency Hero’s Reasonable Control

An event outside Emergency Hero’s reasonable control means an event that Emergency Hero could not reasonably have prevented or overcome after taking reasonable steps. Such events may include severe weather, flooding, fire, major road closures, widespread transport disruption, utility or telecommunications failures, acts of government or emergency services, civil emergencies, industrial action outside Emergency Hero’s organisation, or the sudden illness or accident of an assigned Contractor.

Emergency Hero will use reasonable efforts to notify the Customer, minimise the effect of the event and, where possible, arrange an alternative Contractor or attendance time.

Emergency Hero will not be responsible for delay or failure to perform its Booking Service to the extent directly caused by an event outside its reasonable control. Any right to cancel, rearrange or receive a refund will remain subject to the Cancellation and Refund Policy in these Terms.

This section does not excuse any failure by Emergency Hero to take reasonable precautions, maintain appropriate systems or make reasonable efforts to overcome or mitigate the event.

12. Payment Authorisation and Stored Payment Details

By confirming a Booking and providing payment details, the Customer authorises Emergency Hero to collect:

the Booking Fee;

the Contractor’s Labour Charge;

any cancellation charge properly payable under these Terms; and

any additional Works, time, parts or materials expressly agreed by the Customer.

Emergency Hero will not collect an amount that has not been agreed by the Customer or otherwise become payable under these Terms. Emergency Hero will not collect or process payment for Off‑Platform Works. Any payment made directly to a Contractor for Off‑Platform Works is outside the Emergency Hero payment system and is a matter solely between the Customer and Contractor.

Payment details may be securely stored in tokenised form by Emergency Hero’s authorised payment processor for the purpose of collecting amounts due in connection with the current Booking. Emergency Hero will not retain the Customer’s full payment-card details unless this is expressly stated and handled in accordance with applicable payment-security requirements.

Payment details will only be retained for future Bookings or transactions where the Customer has expressly agreed to this. The Customer may withdraw their authorisation for future transactions or remove a stored payment method at any time. This will not affect charges already authorised or amounts that became payable before authorisation was withdrawn.

Further information about payment information and how it is used, stored and shared is provided in Emergency Hero’s Privacy Policy.

13. Complaints, Concerns and Disputes

Customers should contact Emergency Hero as soon as reasonably possible if they have a concern about a Booking, Contractor or the Works.

A complaint or dispute may be raised through any of the following methods:

through the Emergency Hero app;

by telephone on 0808 196 2785

by email at [email protected]; or

by writing to Emergency Hero at its correspondence address: 5B Maclaren House, The Lancastrian Office Centre, Old Trafford, M32 0FP.

Emergency Hero will acknowledge a complaint within three Working Days. A “Working Day” means Friday to Monday, excluding public and bank holidays in England.

Emergency Hero’s operations team is available from 8:00am to 6:00pm, Friday to Monday, excluding public and bank holidays in England.

Emergency Hero will review complaints relating to its Booking Service. Where a complaint concerns a Contractor’s workmanship, advice or conduct, Emergency Hero may refer the matter to the Contractor and provide reasonable assistance to facilitate communication and resolution. This does not mean that Emergency Hero assumes responsibility for the Contractor’s Works.

13.1 Complaints About Off-Platform Works

Emergency Hero may decline to investigate or determine a complaint, refund request, guarantee claim or dispute that relates solely to Off‑Platform Works. The Customer must raise any such matter directly with the Contractor with whom the Off‑Platform Works were arranged.

This does not prevent the Customer from raising a complaint about Emergency Hero’s Booking Service, the original agreed attendance and first hour of labour, or any act or omission for which Emergency Hero cannot legally exclude responsibility.

Using this complaints process does not prevent the Customer from exercising their statutory rights or pursuing any other remedy available to them.

14. Data Protection

Emergency Hero will collect, use, store and share personal information in accordance with the UK General Data Protection Regulation, the Data Protection Act 2018 and other applicable data-protection and privacy legislation.

Emergency Hero’s Privacy Policy explains:

what personal information is collected;

the purposes and lawful bases for using it;

how long it is retained;

who it may be shared with;

the Customer’s data-protection rights; and

how the Customer can exercise those rights.

The Privacy Policy is available at https://www.emergencyhero.co.uk/privacy-policy.

15. Changes to These Terms

Emergency Hero may update these Terms from time to time. Any changes will apply to Bookings made after the updated Terms are published and will not retrospectively change the Terms applicable to an existing Booking.

The version accepted by the Customer when a Booking is confirmed will apply to that Booking.

Where a change materially affects an ongoing service or account, Emergency Hero will provide reasonable notice where required by law. Continued use of the service after that notice may constitute acceptance of the updated Terms, but only where the Customer has been given a reasonable opportunity to review the changes and stop using the affected service.

16. Governing Law and Jurisdiction

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

17. Call Recording

Telephone calls to and from Emergency Hero may be recorded or monitored for quality assurance, staff training, transaction verification, fraud prevention and the investigation or resolution of complaints and disputes.

Callers will be informed that recording may take place and the purposes for which recordings may be used. Call recordings will be handled, retained and deleted in accordance with Emergency Hero’s Privacy Policy and applicable data-protection law.