This section sets out our fees and payment terms for the Rated People Service which should be read in conjunction with our Trade Business User Agreement and Privacy Policy.
- Definitions
- Our fees
- Invoices and payments
- Payment terms
- Refunds, cancellations, chargebacks and disputes
1. Definitions
Any capitalised terms used in these Payment Terms will have the same meaning as the Trade Business User Agreement, unless otherwise defined.
Membership Plan: the type of membership selected by you to access the Services;
Minimum Term: the minimum period of time which you commit to paying the Membership Fee;
Membership Fee: the periodic payment specified in the Membership Plan (which may be monthly, quarterly or annually as specified in the applicable Membership Plan);
Minimum Term Membership Plan: a Membership Plan which is subject to a Minimum Term
Billing Period: the period of time covered by the Membership Fee (for example, if you sign up for a quarterly membership plan paid on a monthly basis, the Billing Period is one month).
Renewal Date: the date immediately following the end of the Billing Period, or if a Minimum Term Membership Plan is selected, the Minimum Term.
2. Our fees
Use of the Service is free for Homeowners. For Trade Businesses we charge a Membership Fee to access the Service, and we may also charge a fee for each Project that a Trade Business wants to provide a quote for, depending on the type of Membership Plan.
Membership Fees
When you sign up to use the Service you will be asked to select a Membership Plan. Some Membership Plans are subject to a Minimum Term, which means that you commit to paying the Membership Fee for the minimum period of time specified in the applicable Membership Plan.
Job Leads
As part of your Membership Plan, we may send you suggested Projects that match your specified work area and trade. Each suggested Project will include the Homeowner’s job description, estimated budget and postcode. It will also state how much we will charge you to provide you with the necessary information for you to contact the Homeowner so you can provide a quote (“Job Lead“).
The price of a Job Lead varies, and is based on the job’s size, scope, location and demand for the skills required to carry it out, as well as on the type of Membership Plan selected. For the avoidance of doubt, Job Leads provide you with the necessary Homeowner information to enable you to contact the relevant Homeowner and tender for their job. However, Homeowners are free to select whom they like or even not to proceed with any particular job, so there is no guarantee that you will in fact be hired for that job or any other. You are only permitted to use the Homeowner information for the purpose of providing a quote for the applicable Project and your use of any Homeowner information we provide to you is subject to the Privacy Policy.
Certain Membership Plans, including our Unlimited Plan, entitle you to a certain amount of credit or included Job Leads which you can spend on purchasing Job Leads (“Lead Credit“). Included Job Leads are subject to specific eligibility criteria, such as trade, budget, and any other requirements we may set from time to time. We may also offer you Lead Credits on a discretionary basis or to purchase from time to time. All Lead Credits are made available subject to the following terms and conditions:
- Lead Credits may be applied only against the cost of purchasing Job Leads on the Service.
- Lead Credits are personal to you and may not be transferred to any other person.
- Lead Credits are not exchangeable or redeemable for cash and you are not entitled to any refund for any unused Lead Credits.
- We may decide to suspend or terminate the Lead Credit scheme at any time. However, if we terminate the Lead Credit scheme and you have unexpired purchased Lead Credits at that time, we will at our discretion allow you to use them until the end of the relevant Billing Period. Please note that you are not entitled to any refund in respect of Lead Credits that are included as part of any Membership Plan or which we have given to you on a discretionary basis.
- Lead Credits included within a Membership Plan expire on the sooner of:
- the end of the relevant Billing Period and may not be used after that (you cannot roll them over into your next Billing Period); or
- the date of termination or expiry of this Agreement for any reason.
- Discretionary Lead Credits expire 30 days after the date on which they are added to your account and may not be used after that period.
Enhanced or bespoke plans
We may offer enhanced, bespoke, or enterprise-level plans from time to time, which may include different pricing, service levels, lead allocation methods, guarantees, notice periods or commercial terms. The specific terms applicable to any such plan will be set out in a separate schedule, annex or plan-specific agreement agreed with you, which shall apply in addition to, and where stated override, this Trade Business User Agreement.
3. Invoices and payments
We accept payments by direct debit, and in limited circumstances by credit or debit card. From 1 March 2026, payment by Direct Debit (via GoCardless) is mandatory for all new customers. Card payments are available only for legacy customers or where expressly agreed by us.
By providing your payment details and completing sign-up, you authorise us to collect recurring payments in accordance with your Membership Plan using your selected payment method (including Direct Debit instructions where applicable).
We reserve the right to obtain validation of your bank account details or credit or debit card details before we allow you to use the Service. For your convenience (and to keep our costs to a minimum) we hold your payment details on a secure server and take payments automatically using continuous payment authorities. Statements are sent to you monthly in arrears, which set out the total amount you have paid to us for Membership Fees and to purchase Lead Credits in the previous month. Statements are sent to you by email and may be accessed at any time via your account.
If your payment details change, your card provider may provide us with updated card information, which we may use for your future Membership Fee payments in order to help prevent any interruption to the service. If you update or replace your payment card directly on the platform, the new card details will be stored securely and will automatically be used for all future payments unless you choose to update them again.
By signing up to a Membership Plan, you acknowledge and agree that the Service is provided on a recurring subscription basis and that your Membership Plan will continue to renew and you will continue to be charged the applicable Membership Fee at the start of each Renewal Period unless and until you cancel in accordance with these Payment Terms.
All memberships will automatically renew on the Renewal Date unless you notify us at least fourteen (14) working days in advance of the Renewal Date that you do not want to renew your Membership Plan. The Membership Fee will be taken on your Renewal Date.
Different notice periods may apply to certain plans as set out in the relevant Schedule/Annex.
We take your personal privacy and financial security extremely seriously – see our Privacy Policy for more information.
4. Payment terms
When paying invoices, it’s important that your card details are valid and that you have sufficient funds available in your bank account or on your debit or credit card. You can update your payment details when making any purchase via our secure website. Your Membership Fee for the applicable Billing Period will be taken automatically by us using continuous payment authorities on the first day of each Billing Period. If you purchase Lead Credits, payment will be taken at the time of purchase.
In the event that a payment fails we’ll ask you to provide updated payment details or make arrangements to pay via an alternative method.
If any amount remains unpaid for more than 30 days after the payment due date, your account will be placed into “Suspended in Debt” status. While your account is suspended, access to the Service (including receipt of job leads and ability to quote) will be paused until all outstanding amounts are paid in full.
We reserve the right to refer overdue balances to a third-party debt recovery agency or solicitor and to recover statutory interest and fees in accordance with the Late Payment of Commercial Debts (Interest) Act 1998.
Where payment remains outstanding after the due date, we reserve the right to charge statutory interest and fixed compensation on overdue commercial debts in accordance with the Late Payment of Commercial Debts (Interest) Act 1998 (as amended), including interest at a rate of 8% per annum above the Bank of England base rate, calculated from the due date until payment is received. Such charges apply only to Trade Businesses acting in the course of business and do not apply where prohibited by law.
5. Refunds, cancellations, chargebacks and disputes
Refunds
Please get straight in touch with us if you are in any way unsure about an amount that has been charged to your card – contact us here. In the event we find a payment has been taken in error we’ll refund the amount promptly to your credit or debit card.
Cancellation
You can cancel your membership in accordance with these Payment Terms by contacting us here.
If you want to cancel your membership, you must provide not less than fourteen (14) days notice to us. If you do not provide the required minimum notice, your membership will automatically renew for the same Minimum Term Membership Plan, and the applicable Membership Fees will continue to be charged.
You acknowledge that we are only able to offer the Membership Fees and other benefits applicable to Minimum Term Membership Plans by making these Membership Plans available on a fixed term basis.
If you have selected a Minimum Term Membership Plan and you exercise your right to cancel your membership under this paragraph, we are entitled to invoice you for Membership Fees to cover the period from the date of cancellation until expiry of the Minimum Term and you agree to pay the invoiced amount upon receipt.
We reserve the right to review our fees from time to time. Any changes to these Payment Terms will be posted on this Website. If we increase our Membership Fees we will give you 30 days notice before the increased Membership Fee takes effect. If we increase the Membership Fees, provided you write to us before the increase takes effect stating that you wish to cancel your membership:
- if you have pre-paid for a period of Service extending beyond the cancellation date, we shall refund you a pro-rata amount in respect of the pre-paid Membership Fee for that period (less any reasonable administration fee) save that we shall be entitled to deduct an amount equivalent to the value of any Lead Credits which have been included in your Membership Plan for such period which you have spent prior to the date of cancellation; and
- if you have selected a Minimum Term Membership Plan, you will not have to pay Membership Fees to cover the period from the date of cancellation until expiry of the Minimum Term.
Please see the ‘Our Rights’ section of the Trades Business User Agreement for details of our rights to terminate your access to the Services.
Chargebacks and payment disputes
If you have any query or concern regarding a charge, you agree to contact us first and give us a reasonable opportunity to investigate and resolve the matter before raising a chargeback or payment dispute with your bank, card issuer or payment provider.