Payment Terms
Introduction
These Payment Terms govern payments and the use of Credits for services provided through the Request A Quote platform.
By using paid features, purchasing Credits or making payments through Request A Quote, you agree to these Payment Terms. Please read them carefully before making a payment.
These Payment Terms form part of the Trade Business User Agreement. If they conflict with that agreement on Credit purchases, Job Lead purchases, refunds or Credit balances, these Payment Terms take priority.
General Payment Terms
Payments made to Request A Quote are processed through a secure third-party payment provider.
Payments are processed in GBP (£) unless otherwise stated.
The price and details of any purchase will be clearly displayed before payment is confirmed.
By making a payment, you confirm that you are authorised to use the selected payment method and that all payment information provided is accurate and complete.
Payment Methods
Available payment methods will be displayed at checkout and may change from time to time.
Request A Quote may add or remove payment methods without needing to update these Payment Terms.
Payments and Credits for Trade Businesses
Request A Quote operates a Credit-based system for Trade Businesses.
Trade Businesses can purchase Credits through the platform. Credits can then be used to purchase Job Leads where the Trade Business has been shortlisted for an opportunity.
The number of Credits required to purchase a Job Lead will be clearly displayed before the purchase is confirmed. Once confirmed, the required number of Credits will be deducted from the Trade Business's available Credit balance.
Purchasing a Job Lead gives the Trade Business access to the relevant job opportunity and the contact information made available by the Homeowner.
Purchasing a Job Lead does not guarantee that the Homeowner will respond, request a quotation, accept a quotation or proceed with the work.
Each Job Lead may be purchased by a maximum of three shortlisted Trade Businesses through Request A Quote. Job Leads are not exclusive. This limit does not prevent a Homeowner from seeking quotations through other channels.
Trade Businesses are responsible for deciding whether they wish to purchase a Job Lead based on the information available before purchase.
Purchasing Credits
Credits must be purchased in advance using one of the payment methods made available through the platform.
The price and number of Credits included in each purchase will be clearly displayed before payment is confirmed.
Payment is taken at the point of purchase. Credits will be added to the Trade Business's account once payment has been successfully processed.
Credits have no cash value outside the Request A Quote platform, cannot be transferred between accounts and cannot be exchanged for cash except where required under these Payment Terms or applicable law.
Credit Balances and Expiry
Purchased Credits will remain available within the Trade Business's account until they are used, unless an expiry date was clearly stated at the time of purchase.
Credits cannot be transferred, sold or assigned to another user or account.
If you choose to close your account, unused paid Credits are not refundable simply because you no longer wish to use the service. This does not affect refunds or other remedies available under these Payment Terms or applicable law.
If Request A Quote permanently ends your access without fault on your part, or withdraws the paid service, we will refund the amount paid attributable to your unused paid Credits. We will calculate this using the price actually paid for those Credits.
If we terminate your account because of a breach of our terms, we will explain what happens to your remaining Credit balance. A breach does not automatically result in the loss of all unused paid Credits. We will refund their remaining paid value, less any amount we are lawfully entitled to retain, and will explain any deduction.
Purchasing Job Leads
Before purchasing a Job Lead, the Trade Business will be shown the number of Credits required to access it.
Once a Job Lead purchase has been confirmed, the relevant Credits will be deducted from the Trade Business's Credit balance and the available Homeowner and job contact information will be made accessible.
Trade Businesses should review the job information provided before purchasing a Job Lead.
Request A Quote does not guarantee:
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that a Homeowner will respond to contact;
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that the Homeowner will request or accept a quotation;
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that the job will proceed;
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the commercial value or suitability of a Job Lead for your business; or
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that a Trade Business will be awarded any work.
Job details are supplied by Homeowners and may contain errors. This does not limit our responsibility for our own description or delivery of a Job Lead, or the lead-review remedies set out in these Payment Terms.
The decision to provide a quotation, appoint a Trade Business or undertake work is entirely between the Homeowner and Trade Business.
Payments for Homeowners
Request A Quote is free for Homeowners to use.
Payments for work are made directly between the Homeowner and their chosen Trade Business. Request A Quote does not collect, hold or process payments for work carried out by Trade Businesses.
Any quotation, deposit, staged payment or final payment for work must be agreed directly between the Homeowner and Trade Business.
Request A Quote is not a party to the contract for the work and does not manage or refund payments made between Homeowners and Trade Businesses.
Homeowners should agree the price, scope of work, payment schedule and any deposit requirements directly with their chosen Trade Business before work begins.
Any dispute relating to payment for work carried out must be resolved between the Homeowner and Trade Business.
Refunds and Lead Disputes
We do not offer change-of-mind refunds for completed Credit purchases or Job Lead purchases. This does not affect the remedies below, the account-closure rules or any rights available under applicable law.
A Trade Business may request a review of a purchased Job Lead where there is a genuine issue with the lead, including where:
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the contact details supplied are invalid;
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the Job Lead is a duplicate of a lead previously purchased by the same Trade Business;
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the job had already been completed or cancelled before the Job Lead was purchased;
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the Job Lead was purchased or Credits were deducted as a result of a technical error on the Request A Quote platform;
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the Job Lead is materially different from the job information presented before purchase; or
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the Job Lead is fraudulent.
A lack of response from a Homeowner does not, by itself, mean that a Job Lead is invalid and does not automatically qualify for a Credit restoration or refund.
To request a review, please email [email protected] within 14 days of purchasing the Job Lead. Please include the lead reference, the reason for your request and any relevant evidence you reasonably have. We will explain if we need any further information to investigate your request.
We aim to provide a decision within 5 working days after receiving the information reasonably needed to investigate. If the investigation takes longer, we will keep you updated.
Where our reasonable investigation confirms that a purchased Job Lead meets one of the qualifying grounds listed above, we will restore the Credits deducted for that Job Lead to your Request A Quote Credit balance.
We may also offer a goodwill adjustment in other circumstances at our discretion.
If we reject a request, we will explain our decision and you may ask us to reconsider it.
We will consider a request submitted after the 14-day period where there is a reasonable explanation for the delay. The 14-day review period does not limit your statutory rights or other contractual remedies.
Lead reviews concern Credits used to purchase a Job Lead. Incorrect cash charges, duplicate payments and payments taken without the purchased Credits being supplied are handled separately under the Payment Problems section below.
Request A Quote reserves the right to refuse requests where there is insufficient evidence of an issue or where we reasonably believe the lead-review process is being misused.
Request A Quote is not responsible for resolving payment disputes between Homeowners and Trade Businesses relating to work carried out.
Payment Problems
If a payment has been successfully taken but the purchased Credits have not been supplied, please contact [email protected]. We will investigate promptly and either supply the missing Credits or refund the amount taken for them.
If we confirm a duplicate payment or an incorrect charge, we will correct it and refund any amount taken in error.
Refunds will normally be made using the original payment method. Where this is not possible, we may agree another appropriate refund method with you.
These commitments apply even where a third-party payment provider is involved.
VAT and Pricing
All prices and charges will clearly state whether VAT is included or excluded.
Where VAT is applicable, it will be charged at the prevailing rate and the total amount payable will be displayed before payment is confirmed.
The Credit cost of each Job Lead will be shown before you purchase it.
Request A Quote may change the price of Credit packages or the number of Credits required to purchase Job Leads from time to time.
Changes to future Credit-package or Job Lead prices do not change the price of purchases already completed.
A change to Job Lead prices will not reduce the number of Credits already held in your account, but it may change how many Job Leads those Credits can purchase.
Material changes to the Credit system or pricing structure will be notified in accordance with the Changes to These Payment Terms section below.
Payment Security
Payments made to Request A Quote are processed using secure third-party payment providers.
Request A Quote does not store full payment card details. Card and payment information is handled by the relevant payment provider in accordance with applicable security requirements, including PCI DSS where applicable.
We do not guarantee uninterrupted availability of third-party payment services, but we will investigate payment problems affecting your account as described in the Payment Problems section above.
Failed, Reversed or Fraudulent Payments
If a new payment fails or is declined, we will not supply Credits for that payment. A failed or declined payment will not, by itself, result in Credits from earlier successful purchases being removed.
If a payment is reversed, charged back or confirmed as fraudulent, we may remove Credits attributable to that payment.
If some or all of those Credits have already been used, we will explain the amount claimed and how you can dispute it. We will not recover the same amount twice.
Where fraud, unlawful activity or a security risk is reasonably suspected, we may take appropriate action to protect Request A Quote and its users.
Any restriction or suspension of your account will be handled in accordance with the suspension provisions in the Trade Business User Agreement. A restriction or suspension does not, by itself, cancel unrelated paid Credit balances.
Any valid outstanding amounts remain payable following suspension or termination of an account.
Changes to These Payment Terms
Request A Quote may update these Payment Terms from time to time, including to reflect changes to the platform, payment methods, pricing structure or applicable legal requirements.
Updated Payment Terms will be published on the Request A Quote website.
Where a change materially affects how Trade Businesses purchase or use Credits, Request A Quote will notify affected users in accordance with the notice provisions in the Trade Business User Agreement.
Continued use of paid features following the effective date of updated Payment Terms constitutes acceptance of the revised terms, subject to any rights available under applicable law.
Contact Information
If you have any questions about payments, Credits, Job Lead purchases, refunds or payment problems, please contact:
By purchasing Credits or using paid features on Request A Quote, you confirm that you have read, understood and agree to these Payment Terms and the applicable Request A Quote User Agreement.