Platform Terms of Use and Membership Terms and Conditions
Hey Alfie UK Limited is a company registered in England and Wales under company number 15589822, with its registered office at 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ and with VAT number GB464509576 (the "Company" or “Hey Alfie”). The Company provides services utilising artificial intelligence (AI) tools which are made available on the following platform: https://www.heyalfie.com/ (the "Platform").
1. - Understanding these terms
1.1 - These terms and conditions ("Terms and Conditions") are divided into four parts:
1.1.1 - part 1: the terms of use ("Terms of Use"). These describe how you may: (i) access and use the Platform and the content on it; and (ii) interact with the Platform by (for example) submitting comments, images, voice recordings, videos or any other type of material. By using the Platform you confirm that you accept the Terms of Use and that you agree to comply with them;
1.1.2 - part 2: the Hey Alfie Membership Club terms and conditions ("Membership Terms"). These set out the terms on which you may subscribe and become a paying member of the Platform in order to receive additional benefits available on the Platform. The Membership Terms will become binding on you when you enter into a contract with Hey Alfie in relation to a membership subscription ("Membership Contract"). These Membership Terms only apply to users who purchase a Membership Contract.
1.1.3 - part 3: general terms ("General Terms"). These set out certain terms and conditions that apply equally to your use of the Platform under the Terms of Use and any Membership Contract that you purchase through the Platform under the Member Terms, including (for example) where you should direct any complaints and the law that governs these Terms and Conditions; and
1.1.4 - schedule 1: Hey Alfie Guarantee terms and conditions (“Guarantee”). The Guarantee sets out the terms and conditions on which the Company operates a Guarantee policy if any work has not been completed to a reasonable satisfaction.
1.2 - When certain words and phrases are used in these Terms and Conditions, they have specific meanings (these are known as "defined terms"). You can identify these defined terms because they start with capital letters (even if they are not at the start of a sentence). Where a defined term is used, it has the meaning given to it in the section of these Terms and Conditions where it was defined (you can find these meanings by looking at the sentence where the defined term is included in brackets and speech marks).
1.3 - In these Terms and Conditions, when we refer to "we", "us" or "our" or similar, we mean the Company; and when we refer to "you" or "your" or similar we mean you, the person accessing or using the Platform and where applicable, the business on whose behalf you are acting.
1.4 - Please note:
1.4.1 - If you are acting for purposes that are wholly or mainly outside your trade, business, craft or profession, you are acting as a “Consumer”; or
1.4.2 - If you are acting for purposes relating to your you are acting for purposes relating to your trade, business, craft or profession, then you are acting in the course of a business and as a “Business User”.
1.5 - If you are acting on behalf of your employer or another business when you access and use the Platform, you represent and warrant that:
1.5.1 - you have full legal authority to bind your employer or that business; and
1.5.2 - you agree to these Terms on behalf of the business that you represent.
1.6 - Please note that: (i) the Platform uses cookies, the use of which are governed by our cookies notice; and (ii) we only use your personal information in accordance with our privacy notice (our cookies notice and privacy notice are available here).
Part 1: Terms of Use
2. The Platform
2.1 - The Platform is operated by the Company for the purpose of offering users the ability to benefit from AI tools for purposes including, but not limited, to: (i) obtaining introductions to tradespeople based on the information provided by you (“Introduction Services”), (ii) obtaining DIY instructions based on the command inputted into the Platform by you (“Information Services”), and (iii) managing the user’s properties and home-related services, (together, the “Services”).
2.2 - The Platform is made available free of charge to all users within the United Kingdom for the “basic” version of the Platform. Users can also pay to be subscription contract members of the Hey Alfie Membership Club to enjoy additional benefits. We do not guarantee that the Platform, or any content on it, will always be available or be uninterrupted. Access to the Platform is permitted on a temporary basis. We may suspend, withdraw, discontinue or change all or any part of the Platform without notice. We will not be liable to you if for any reason the Platform is unavailable at any time or for any period. We may update the Platform and/or change the content on it at any time.
2.3 - You are responsible for making all arrangements necessary for you to have access to the Platform. You are also responsible for ensuring that all persons who access the Platform through your internet connection are aware of these Terms of Use and that they comply with them.
2.4 - The Company is the operator of the Platform and in relation to its liability for:
2.4.1 - Introduction Services: the Company is not responsible for the quality, standard, or delivery offered by a tradesperson. Please see our Guarantee in Schedule 1 for additional information on what rights you may have if you experience issues with a service provided by a third party tradesperson. Any contract entered into between you and a third party tradesperson will be between you and that tradesperson. Hey Alfie is not a party to any such contract, nor will we be liable for any direct, indirect or consequential loss or damage arising out of, or in connection with, that contract; and
2.4.2 - Information Services:
2.4.2.1 - the Platform aggregates publicly available information based on commands inputted by users into the AI tool. The AI tool filters and presents information that is publicly available on the Internet into a user-friendly format to respond to the command given. The Company is not the author of the underlying advice or information provided and save as to where the Company acts negligently, takes no responsibility or liability for the content or accuracy of the information that has been made publicly available by a third party.
2.4.2.2 - The Information Services are provided solely for educational or general information purposes only. The Company has no knowledge of your skill level, physical surrounding or other relevant factors and any information is provided abstractly. It is the responsibility of the user to consider the appropriateness of the information. Nothing on the Platform or in the content made available on the Platform should be relied upon in place of professional advice and any recommendations or information provided on the Platform or in the content are not intended to amount to professional advice. You should a) not rely on this information as a substitute for any professional advice, b) review and consider the appropriateness of such recommendations before implementing them or carrying them out yourself, and c) discuss questions about any home improvements or DIY with a professional before carrying them out yourself. We recommend you seek any other professional advice as required.
3. Provision of the Services
Booking a Service
3.1 - Users will be able to use the Platform to search for, amongst other things, tradespeople and/or DIY advice. Users will be required to provide relevant information, which may include photos, in relation to any home improvement advice or issue being sought. This information will be shared with third party tradespeople in order to obtain quotes and confirmation that they can assist with the Service. If you do not agree to this, do not use the Platform.
3.2 - The Platform may provide users with suggested third party tradespeople. These tradespeople are approved by the Company but any quote, price or agreement for costs is not offered or approved by the Company.
3.3 - All customer requests to third party tradespeople are subject to acceptance by the tradesperson. The tradesperson is not obligated to accept any customer request. A customer is solely responsible for assessing the suitability of that tradesperson for the Service required before entering into a contract with that tradesperson.
Cancelling a booked Service
3.4 - Users may be permitted to cancel any booked Service provided the Service has not yet been carried out. This cancellation may be subject to a charge or cancellation fee payable to the tradesperson pursuant to any agreement or contract you have in place with the tradesperson. The Company will always inform you if there are cancellation fees prior to booking the job but please check your agreement or contract carefully before cancelling.
Paying for a Service
3.5 - You shall be responsible for paying the total price of the Service booked including VAT. This pricing information will be provided to you prior to you entering into a contract with the third party tradesperson.
3.6 - The Platform includes a payment process through which you are able to make a payment to Hey Alfie for the Services completed by your selected tradesperson. The service is provided by a third party payment processor, please read their terms here: https://stripe.com/gb/legal/ssa
4. Disclaimer for personal injury, death or damage to property
4.1 - Some of the content on the Platform may suggest that you use machinery and/or DIY tools as part of any instructions you request to help with solving a home improvement issue. You are responsible for using any equipment safely and as directed or instructing anyone else to do so. You must behave sensibly and follow any safety instructions so as not to hurt or injure yourself or others or cause any further damage to your property.
4.2 - Save where Hey Alfie have acted negligently or otherwise in breach of any other duty, you are responsible for using any machinery and equipment safely and you use such machinery and equipment entirely at your own risk. We do not guarantee that any suggestions or DIY instructions will not cause harm, injury or damage to you, others around you, or your property.
4.3 - You must follow any safety warning or instructions displayed or given to you while using the content on the Platform. Hey Alfie is not qualified to express an opinion that you are fit to safely use any suggested equipment. You must obtain professional or specialist advice as required.
4.4 - IT IS IMPORTANT THAT YOU READ AND UNDERSTAND THIS SECTION BEFORE USING THE PLATFORM. IF THERE IS ANY TERM THAT YOU DO NOT UNDERSTAND, THEN PLEASE DISCUSS IT WITH US BEFORE USING THE PLATFORM.
5. Your account and password
5.1 - You will need to register an account with us on the Platform in order to access the full range of Services available on the Platform ("Account"). Without creating an Account you will only be able to access limited Information Services and will be restricted for using other services and functionality on the Platform. In order to register an Account, you must be aged 18 or over. If you are under 18 and want to register an Account, you must have your parent or legal guardian’s permission. If you register an Account, you will be asked to provide certain information (such as your email address) and to create a password, as part of our security procedures. You must treat such the password as confidential and you must not disclose it to any third party. Once you register an Account, you will be a "Registered User".
5.2 - You agree that:
5.2.1 - all the information that you provide to us in connection with your Account is complete and accurate;
5.2.2 - you are the person whose details you have provided; and
5.2.3 - you will notify us immediately if there are any changes to the information you have provided to us.
5.3 - We have the right to disable any Accounts and/or passwords, at any time, if in our reasonable opinion you have failed to comply with any of the provisions of these Terms.
5.4 - If you know or suspect that anyone other than you knows your Account login details, you must immediately notify us at alfie@heyalfie.com.
5.5 - You are responsible for any unauthorised use of your Account login details.
6. Acceptable use
General
6.1 - You agree not to:
6.1.1 - use the Platform in any way that breaches these Terms and Conditions or any applicable local, national or international law or regulation;
6.1.2 - copy, or otherwise reproduce or re-sell any part of the Platform unless expressly permitted to do so in these Terms;
6.1.3 - do any act or thing that might damage, disrupt or otherwise interfere with the operation of the Platform or any equipment, network or software used in operating the Platform;
6.1.4 - use the Platform for the purposes of scraping, extracting or otherwise obtaining any material from the Platform for use within a third-party website or application; or
6.1.5 - to the maximum extent permitted by applicable law, not to disassemble, decompile, reverse-engineer or create derivative works based on the whole or any part of the Platform, underlying code, or its contents, or attempt to do any such thing.
6.2 - You agree that you have no right to have access to the Platform in source-code form.
User Generated Content
6.3 - When you supply/upload any content to the Platform – whether it be pictures, text, sound recordings or whatever – the content you supply ("User Generated Content") must comply with the following rules:
6.3.1 - it must not be obscene, abusive, offensive or racist and it must not promote or propose hatred or physical harm against anyone;
6.3.2 - it must not harass or bully another person;
6.3.3 - it must be true and honest so far as you know;
6.3.4 - it must not: (i) constitute pornography; or (ii) be sexual or sexually suggestive involving minors;
6.3.5 - it must not be defamatory of anyone;
6.3.6 - it must not be unlawful;
6.3.7 - it must not use the material or content or infringe the rights or privacy of anyone else; for example you should not use images of well-known characters, footage or music (unless it is your own or you have permission to use it);
6.3.8 - it must not contain someone else’s personal details or confidential information relating to other people;
6.3.9 - it must not promote discrimination, whether based on ethnicity, race, sex, religion, nationality, disability, sexual orientation or age;
6.3.10 - it must not promote or condone terrorism, violence or illegal behaviour;
6.3.11 - it must not be harmful to minors in any way;
6.3.12 - it must not impersonate any person, or misrepresent your identity or affiliation with any person;
6.3.13 - it must not give the impression that it emanates from or is endorsed by us, if this is not the case; and
6.3.14 - it must not violate these Terms and Conditions.
6.4 - We reserve the right to refuse to accept or refuse or cease to use any User Generated Content supplied by any person that we think contravenes these rules.
6.5 - In addition, we may from time to time provide interactive services on the Platform that shall enable you to upload User Generated Content, including, without limitation:
6.5.1 - comment facilities;
6.5.2 - chat rooms; and/or
6.5.3 - bulletin boards,
(together "Interactive Services").
6.6 - Where we provide an Interactive Service, we will use reasonable endeavours to provide information to you about the kind of service offered and if it is moderated. However, we are under no obligation to oversee, monitor or moderate any Interactive Service we provide.
6.7 - The use of any of our Interactive Services by a minor is subject to the consent of their parent or guardian. We advise parents who permit their children to use an Interactive Service that it is important that they communicate with their children about their safety online. Minors who are using any Interactive Service should be made aware of the potential risks to them.
Viruses
6.8 - We do not guarantee that the Platform will be totally secure or free from bugs or viruses. You are responsible for configuring your information technology, computer programmes and platform in order to access the Platform and we recommend that you use your own virus protection software.
6.9 - You must not misuse the Platform by knowingly introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful. You must not attempt to gain unauthorised access to the Platform, the underlying code to the AI tool used on the Platform, the server on which the Platform is stored or any server, computer or database connected to the Platform. You must not attack the Platform via a denial-of-service attack or a distributed denial-of service attack. By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use the Platform will cease immediately.
7. Intellectual property
7.1 - As between you and us, we are the owner or licensee of all intellectual property rights in the Platform, any underlying source code or artificial intelligence tool, and its content, the Hey Alfie name and mark and Hey Alfie product names and images. Those works are protected by intellectual property laws and treaties around the world. All such rights are reserved.
7.2 - You acknowledge and agree that some of the content in the output of the Information Services may be owned by third parties (“Output”). As between you and the Company you agree that we own all rights in the Output but grant you a limited right to use the Output subject to the terms and conditions of these Terms and Conditions.
7.3 - In relation to any data or other information which you input into the Platform or otherwise provide to us in connection with the Services (“Customer Data”), we acknowledge and agree that, as between you and us, all rights in that Customer Data (including any intellectual property rights in the Customer Data) belong to you. However, you grant to us the irrevocable, sub-licensable, transferable right, anywhere in the world and without being required to make any payment to you, to use the Customer Data: in order to provide the Platform and the Services; and to (a) improve the Platform and to create new products or services (including training artificial intelligence models), (b) to licence that data to third parties, or (c) to use it for any other of our business purposes.
7.4 - You are not granted any right to use, and may not use, any of our intellectual property rights other than as set out in these Terms and Conditions.
7.5 - No part of the Platform, including, without limitation, the text, designs, graphics, photographs and images contained in it, may be copied, reproduced, republished, uploaded, re-posted, modified, transmitted or distributed or otherwise used in any way for any non-personal, public or commercial purpose without our prior written consent.
7.6 - Any communications or materials you send to us through the Platform by electronic mail or other means will be treated as non-proprietary and non-confidential (other than communications in respect of your order if you purchase a Membership Contract from us). We are free to publish, display, post, distribute and otherwise use any ideas, suggestions, concepts, designs, know-how and other information contained in such communications or material for any purpose, including, but not limited to, developing, manufacturing, advertising and marketing us and our products. For the avoidance of doubt, any communications or materials may be shared directly with third party tradespeople for the purpose of providing users with the benefit of the service.
8. Our liability
8.1 - Nothing in these Terms of Use excludes or limits our liability for:
8.1.1 - death or personal injury caused by our negligence;
8.1.2 - fraud or fraudulent misrepresentation; and
8.1.3 - any matter in respect of which it would be unlawful for us to exclude or restrict our liability.
8.2 - The Platform may contain links to third party websites. You are responsible for deciding whether to access a third party website and your use of third party websites will be governed by the terms and policies of that third party website. We assume no responsibility for the content of websites linked to from the Platform (including links to our commercial sponsors and partners). Such links should not be interpreted as endorsement by us of those linked websites. We will not be liable for any loss or damage that may arise from your use of them.
8.3 - You acknowledge and agree that the Platform provides Introduction Services and may connect you with third party tradespeople to carry out Services based on the information you upload to the Platform. In such circumstances you are responsible for checking the accuracy of any job instructions and the tradespeople that you book to complete the required Service. We shall have no liability to you (whether in contract, tort (including negligence), breach of statutory duty or otherwise) for the provision of the Services by a third party tradesperson. Please see our Hey Alfie Guarantee in Schedule 1 if you are dissatisfied with the work done by the third party tradesperson.
8.4 - You acknowledge and agree that the Platform provides Information Services (as set out in clause 2.4.2) for general informational purposes only and this does not amount to advice. Save as to where the Company acts negligently, we shall have no liability to you (whether in contract, tort (including negligence), breach of statutory duty or otherwise) for the accuracy of the Information Services nor any liability arising as a result of you following the instructions contained in any aggregated information.
If you are a Business User
8.5 - If you are acting for purposes relating to your trade, business, craft or profession, then subject to clause 8.1:
8.5.1 - in no event shall we be liable to you for any loss of profits, loss of revenue, loss of contracts, failure to realise anticipated savings or for any indirect or consequential loss or damage to property, whether arising from negligence, breach of contract or otherwise; and
8.5.2 - our total liability to you for any loss or damage arising out of or in connection with these Terms, whether in contract (including under any indemnity), tort (including negligence) or otherwise shall be limited to £1,000.
8.6 - You acknowledge that the Company does not make any warranty, representation, indemnification or guarantee about the quality of workmanship, timing of the provision of the services that result from any Introduction Services, or take any responsibility of the services and/or materials provided by the third party tradesperson. Please see our Guarantee for further details.
8.7 - You shall indemnify and hold us harmless against any losses, costs, liabilities and expenses suffered or incurred by us and/or our affiliates as a result of any breach of these Terms.
If you are a Consumer
8.8 - If you are acting for purposes that are wholly or mainly outside of your trade, business, craft or profession then, save as set out in clause 8.1, the following sub-clauses apply:
8.8.1 - If we fail to comply with these Terms of Use, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms of Use or our negligence, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it was an obvious consequence of our breach or if it was contemplated by you and us at the time that you accessed the Platform.
8.8.2 - Nothing in these Terms of Use affects your statutory rights. Advice about your statutory rights is available from your local Citizens' Advice Bureau or Trading Standards Office.
8.8.3 - You agree not to use the Platform, or any content on the Platform, for any commercial or business purposes and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
8.8.4 - Notwithstanding clause 8.8.1, and save as set out in clause 8.8.2, our total liability to you for any loss or damage arising out of or in connection with these Terms of Use, whether in contract (including under any indemnity), tort (including negligence) or otherwise shall be limited to £1,000.
PART 2: HEY ALFIE CLUB MEMBERSHIP TERMS AND CONDITIONS
9. Entering into a Membership Contract
9.1 - From time to time Hey Alfie may offer a monthly and/or annual Hey Alfie Club membership subscription Contract (“Membership Contract”) on its Platform which provides subscription members (“Members”) with additional benefits made available on the Platform.
9.2 - The following definitions apply in these Membership Terms:
“Initial Term” means the first month or year (as applicable) of a Membership Contract;
“Membership Fees” means the recurring monthly or annual charges payable by you under a Membership Contract; and
“Renewal Period” means each successive month or year (as applicable) following the Initial Term until the relevant Membership Contract is terminated in accordance with these Membership Terms.
9.3 - The Hey Alfie Club Membership is a subscription programme that provides Members with the following benefits (and any additional benefits that Hey Alfie may offer to Members from time to time in its sole discretion):
9.3.1 - £10 per month of credit added to your Hey Alfie account to be redeemed on the Platform in compliance with these terms and conditions. The credit cannot be exchanged for cash, nor be transferred to any other users of the Platform. Each credit can only be used once;
9.3.2 - Credit can only be redeemed directly on the Platform and cannot be redeemed against or spent with third parties.
9.3.3 - Enhanced Guarantee cover of up to £5,000 subject to the Guarantee terms and conditions contained in Schedule 1;
9.3.4 - Unlimited DIY support on the Platform; and
9.3.5 - Access to additional discounts and perks from partner organisations from time to time. Any additional discounts and perks will be subject to the relevant partner organisation’s own terms and conditions which should be reviewed before using, and Hey Alfie shall not have any responsibility or liability to you in respect of any products or services provided by any third party in connection with the Membership Contract,
the “Membership Benefits”.
9.4 - You must hold a Registered Account and be at least 18 years old to place an order for a Membership Contract via the Platform (a "Membership Request").
9.5 - In order to submit a Membership Request via the Platform you must first register an Account and then follow the procedure set out on the Platform. The order process allows you to check and amend any errors before submitting your Membership Request. The Membership Request process is only available in the English language and we will not file a copy of any contract formed between you and us.
9.6 - Your Membership Request constitutes an offer to us. We will confirm our acceptance of your Membership Request by sending you an email confirming the information relevant to your Membership Contract (the "Confirmation Email"). Each Membership Request shall incorporate the Membership Terms and Conditions and General Terms and shall be a new and separate Contract between you and us.
9.7 - If you have a monthly Membership, your Membership shall run on a monthly basis and automatically renew each month until the Membership Contract is terminated pursuant to clause 13. By way of example only, if you purchase a Membership on the 5th of a calendar month, then the Initial Term shall run from that date to (and including) the 4th of the following calendar month, and each Renewal Period shall then begin on the 5th day of each successive calendar month.
9.8 - If you have an annual Membership, your Membership shall run on an annual basis and automatically renew each year until the Membership Contract is terminated pursuant to clause 13. By way of example only, if you purchase a Membership on the 5th of January, then the Initial Term shall run from that date to (and including) the 4th of January in the following year, and each Renewal Period shall then begin on the 5th day of January in each successive year.
9.9 - The Membership Fees are as set out during the subscription order process. You shall pay to the Company the Membership Fee for the Initial Term and each subsequent Renewal Period upfront and on the day of renewal at the start of that Initial Term or Renewal Period (as applicable).
9.10 - We have the right to make changes to the Membership Fee from time to time, although we shall not make any change to the Membership Fee applicable to you effective during the current Initial Term or Renewal Period (as applicable). If these changes result in an increase in the Subscription Fee payable by you, we shall inform you at least:
9.10.1 - 1 month in advance of the change in respect of a monthly Membership; and
9.10.2 - 1 month in advance in respect of an annual Membership,
and if you do not agree to pay the increased Membership Fee, you may terminate the Membership Contract in accordance with clause 13.
9.11 - You authorise us to take payments from the card chosen by you to pay the Membership Fee on a recurring monthly or annual basis (as applicable), for the duration of the Membership, including for any additional amounts arising under clause 9.6 or otherwise (including any VAT or other taxes and late fees, as applicable) that may be accrued by or in connection with the Membership.
9.12 - Hey Alfie reserves the right to modify, suspend, terminate or otherwise change any aspect of the Hey Alfie Club Membership, Membership Benefits, and/or these Terms and Conditions. Unless these changes are due to a change in the law or for security reasons, we will provide Members with at least 1 month advance notice (“Notice Period”) of these changes. If you do not agree to these changes, you may terminate your Membership and obtain a pro-rata refund where applicable to reflect the period post-termination. If you wish to terminate your Membership and obtain a pro-rata refund you must inform the Company within the Notice Period.
10. Payment
10.1 - The prices for the Membership Contract are set out on the Platform and are inclusive of VAT.
10.2 - You shall pay for the Membership Contract using one of the payment methods set out in the Membership Request process (the "Payment Methods"). You confirm that the card or bank account which is being used is yours, or that you have the authorisation of the account holder to use it. If you use a Payment Method which you are not authorised to use, you will be liable to us for any losses that we suffer as a result of your use of that Payment Method.
10.3 - We take reasonable care to ensure that the Membership Fee stated for the Membership Contract are correct at the time when the relevant information was entered into the system. However, it is always possible that, despite our reasonable efforts, some of the subscription purchasing options on the Platform may be incorrectly priced. If the correct price for the Membership Contract is higher than the price stated on the Platform, we will contact you as soon as possible to inform you of this error and will give you the option of continuing to purchase the Membership Contract at the correct price or cancelling the Membership Order. If we are unable to contact you using the contact details you provided during the Membership Order process, we will treat the Membership Request as cancelled and notify you in writing. However, if we mistakenly accept and process the Membership Request where a pricing error is obvious and unmistakable and could reasonably have been recognised by you as a mispricing, we may cancel the Membership Contract and refund you any sums you have paid.
10.4 - If your payment is not authorised, your Membership Request will not be fulfilled.
11. Member credits
11.1 - Credits will be automatically added to Member’s Accounts at the beginning of each billing cycle (i.e., the day that you are charged for the Membership). For monthly Members this will mean you receive credits each month, on the date in the month in which your payment is taken and for annual Members this will mean you received credits once a year, at the start of each Membership renewal. Credits can be applied to any Service booked through the Platform.
11.2 - Any unused credits at the end of the calendar month will automatically roll over into the next month and will remain in your Account, subject to Clauses 11.8 and 11.9 below.
11.3 - When using the credit, you are responsible for all charges in excess of the value of the credit. Multiple credits may be used together in one transaction.
11.4 - Credits are not redeemable for cash, nor can they be transferred to any other user of the Platform. You may only use credits that are associated with your own active Membership.
11.5 - Credits cannot be applied retrospectively to any previous bookings made through the Platform.
11.6 - The Company has the right to reject the use of any credits that may violate these Terms or otherwise be fraudulent.
11.7 - In the event any refund is due to you, the portion of the refund that was paid by you in credit will be refunded back to your Account as credit.
Expiry of credits
11.8 - Credits accrued in your Account during your Membership will expire two (2) years from the date of receipt (“Credit Expiry Term”).
11.9 - The maximum credits that may be held in your Account during the Credit Expiry Term is £240.
11.10 - Any remaining credits that are in your Account after the Credit Expiry Term will be forfeited (and no cashback will be given for the unused amount).
12. Cancellation and refunds
This section 12 only applies to Consumers. This section will not apply to Business Users.
12.1 - We will tell you when and how you can end your Membership during the order process and we will confirm this information to you in writing. You can also obtain advice about your right to cancel your Membership from your local Citizens' Advice Bureau or Trading Standards Office.
12.2 - If you are a Consumer who has paid for the Membership Contract yourself, you have a legal right to change your mind and cancel the Membership Contract between you and us within 14 days of entering into the Membership Contract without giving a reason. This right, under the Consumer Contracts (Information, Cancellation and Charges) Regulations 2013 (the "Regulations"), is explained in more detail below. The cancellation period will expire 14 days from the day on which the Membership Contract is entered into.
12.3 - This right may not always be available to you in respect of services which have been performed or completed, even if the fourteen (14) day cancellation period is still running (or if you cancel after we have started but not yet completed the relevant services, then you remain liable to pay us for the services provided up until the time you tell us that you have changed your mind).
12.4 - Please note that in the context of the supply of our services, we may deduct from any refund a reasonable and proportionate amount for the supply of any service during the 14 day cancellation period. This amount will be in proportionate to the service that has been supplied. For example, if you have used your Membership to spend the £10 credit on booking a tradesperson, your refund will be adjusted to reflect the value of the services that have been provided to you.
12.5 - Where your right to cancel has not been lost, then to exercise the right to cancel, you must inform us of your decision to cancel your Membership Contract with us by making a clear statement. The easiest way to do this is by emailing us on alfie@heyalfie.com or you can (but are not obligated to) complete and return the following cancellation form:
Model Cancelation Form
To: Hey Alfie
E-mail address: alfie@heyalfie.com
I/We(*) hereby give notice that I/We(*) cancel from my/our (*) contract of sale of the following goods(*)/for the provision of the following service*,
Ordered on(*) / received on(*)
Name of consumer(s),
Address of consumer(s),
Signature of consumer (only if this form is notified on paper)
Date
(*) Please delete if not applicable
12.6 - To meet the cancellation deadline, it is sufficient for you to send your communication concerning the exercise of your right to cancel before the cancellation period has expired. We will send you an acknowledgement of receipt by email of your notice to cancel.
12.7 - We will make any reimbursement that is due to you without undue delay, and not later than 14 days after the day on which we are informed about your decision to cancel this Membership Contract using the same Payment Method as you used for the initial transaction; you will not incur any fees as a result of the reimbursement.
13. Termination
Your rights to terminate
13.1 - In addition to your right to cancel under clause 12, you may terminate a Membership Contract by notifying us in accordance with clause 18 (Contacting Us). The Membership Contract will be terminated from the end of the Initial Term or Renewal Period (as applicable) during which you terminated the Membership Contract.
13.2 - You will continue to have access to the Membership Benefits for the period between you notifying us that you wish to cancel the Membership Contract (but will have access to any Credits up until the Credit Expiry Period provided you still have a valid, registered Account) and the termination taking effect under clause 13.1 above, provided that you have paid the Membership Fee for that period.
13.3 - If we materially breach the terms of any Membership Contract, you may terminate such Subscription Contract by providing written notice to us within 30 days and we will issue you with a pro-rata refund where applicable to reflect the period post-termination.
Our right to terminate
13.4 - We may terminate a Membership Contract in accordance with clause 14.
PART 3: GENERAL TERMS
14. Suspension and termination
14.1 - If you breach any of these Terms and Conditions, we may immediately do any or all of the following (without limitation):
14.1.1 - issue a warning to you;
14.1.2 - temporarily or permanently remove any User Generated Content uploaded by you to the Platform;
14.1.3 - temporarily or permanently withdraw your right to use the Platform;
14.1.4 - suspend or terminate your Account;
14.1.5 - issue legal proceedings against you for reimbursement of all costs resulting from the breach (including, but not limited to, reasonable administrative and legal costs);
14.1.6 - take further legal action against you; and/or
14.1.7 - disclose such information to law enforcement authorities as we reasonably feel is necessary to do so.
14.2 - If we end a Contract in the situations set out in clause 14.1 and you have purchased a Subscription Contract, please refer to the Subscription Terms for further detail.
14.3 - Without affecting any other right or remedy available to it, the Company may terminate any Subscription Contract with immediate effect by giving written notice to the Business User if the Business User becomes insolvent or unable to pay its debts (as defined in Section 123 of the Insolvency Act 1986); proposes a voluntary arrangement, has a receiver, administrator or manager appointed over the whole or any part of its business or assets; if any petition shall be presented, order shall be made or resolution passed for its winding up (except for the purposes of a bona fide amalgamation or reconstruction), bankruptcy or dissolution; if it shall otherwise propose or enter into any composition or arrangement with its creditors or any class of them, if it ceases to carry on business or if it claims the benefit of any statutory moratorium; or anything analogous to the foregoing occurs in any applicable jurisdiction.
15. Changes to these Terms and Conditions
15.1 - We may make changes to these Terms and Conditions from time to time (if, for example, there is a change in the law that means we need to change these Terms and Conditions. Please check these Terms and Conditions regularly to ensure that you understand the Terms and Conditions that apply at the time that you access and use the Website and/or order Products.
15.2 - If you are a Registered User, we will provide you with at least thirty (30) days’ advance notice of any changes to the Terms of Use and/or these General Terms, unless the change is due to a change in law or for security reasons (in which case we may need to change the Term of Use and/or these General Terms on shorter notice). If you do not wish to continue using the Platform following the changes to the Terms of Use and/or these General Terms, you can cancel your agreement to the Terms of Use and/or these General Terms by cancelling your Account.
16. Other important information
16.1 - Each of the clauses of these Terms and Conditions operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining clauses will remain in full force and effect.
16.2 - If we fail to insist that you perform any of your obligations under these Terms and Conditions, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.
17. Governing law and jurisdiction
17.1 - These Terms and Conditions are governed by English law. This means that your access to and use of the Platform, your Subscription Contract, and any dispute or claim arising out of or in connection therewith (including non-contractual disputes or claims) will be governed by English law.
17.2 - You can bring legal proceedings in respect of these Terms and Conditions in the English courts. If you live in Scotland you can bring legal proceedings in respect of these Terms and Conditions in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of these Terms and Conditions in either the Northern Irish or the English courts.
17.3 - If we direct the Platform to (and/or pursue our commercial or professional activities in relation to the Platform in) the country in which you are resident, you will benefit from any mandatory provisions of the law of the country in which you are resident. Nothing in these Terms and Conditions, including clause 17.1, affects your rights as a consumer to rely on such mandatory provisions of local law.
18. Contacting us
18.1 - Should you have any reasons for a complaint, we will endeavour to resolve the issue and avoid any re-occurrence in the future. You can always contact us by clicking here or by using the following details:
Email address: alfie@heyalfie.com
Thank you.
Terms and Conditions last updated 31st July 2025
SCHEDULE 1: HEY ALFIE HEY ALFIE GUARANTEE TERMS AND CONDITIONS (“Guarantee Terms”)
This Hey Alfie Guarantee is offered by Hey Alfie UK Limited of 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ. By submitting a claim, you agree to be bound by these Guarantee Terms.
Our commitment to quality work
At Hey Alfie, we expect every job to meet high standards. If, however, the work does not meet these expectations, we will offer you our support. The Hey Alfie Guarantee provides cover of up to a maximum value of £1,000 including VAT per separate job booked through the Platform (£5,000 including VAT for Members) (the “Guarantee Amount”) if the completed work is deemed substandard after the Company’s reasonable analysis (which may, but is not required to, include independent, third-party review) and isn’t resolved by follow-up visits with the original tradesperson. This Hey Alfie Guarantee applies to each job that is booked through the Platform. Although instances of poor workmanship are rare among our approved tradespeople, this guarantee ensures issues can be resolved without additional cost to you. This cover is available for three months from the date the work was completed, at no extra charge. It is designed to give you peace of mind that, should any problems arise, you will not bear the financial burden.
This Hey Alfie Guarantee is in addition to and does not affect your statutory rights or any statutory recourse or remedies you may have against a tradesperson for services performed without reasonable care and skill.
19. Conditions of the Hey Alfie Guarantee
19.1 - Before submitting a claim (by following the process set out in section 3), please ensure that you meet the following eligibility criteria. You will not be able to make a claim on this Hey Alfie Guarantee if you do not meet the eligibility criteria:
19.1.1 - You must have arranged the work through the Platform;
19.1.2 - The original tradesperson has failed to rectify the substandard work after a reasonable period of time and after reasonable discussions between the tradesperson, you and the Hey Alfie (evidence of any direct discussion with the tradesperson may be requested at Hey Alfie’s discretion);
19.1.3 - You have not attempted to resolve the issue yourself or via a third party; and
19.1.4 - The claim must be made within three 3 months from the date the work was completed.
19.2 - Hey Alfie will cover the cost of the rectification work up to a total value of the applicable Guarantee Amount, which will be paid directly by Hey Alfie to the tradesperson who rectifies the work. The tradesperson will be selected by Hey Alfie in its sole discretion and Hey Alfie’s decision is final.
19.3 - If the costs of the rectification exceed the applicable Guarantee Amount, you will be responsible and required to pay any excess costs required to complete the work.
19.4 - The Guarantee Amount is not available as a cash payout in any circumstance, nor can it be added to your Account. The applicable Guarantee Amount will only be paid directly to the tradesperson subject to all of these terms and conditions being met.
19.5 - Your eligibility for the Hey Alfie Guarantee will be at Hey Alfie’s discretion and any decision will be final.
20. What is not covered by the Hey Alfie Guarantee
20.1 - The Hey Alfie Guarantee does not cover anything other than verifiable poor-quality workmanship. The following list is not exhaustive but is included as an example of claims not covered by the Hey Alfie Guarantee:
20.1.1 - any change in scope of the original job request shared with the third party tradesperson when you booked the job on the Platform;
20.1.2 - any circumstance where a third party tradesperson becomes insolvent, absconds, or goes out of business prior to the date on which the job was to be performed, even in circumstances where a deposit has been paid in advance;
20.1.3 - if a chargeback by your bank has been requested or commenced either prior to submitting a claim under this Hey Alfie Guarantee or during the process of submitting a claim under this Hey Alfie Guarantee or at any point in the resolution process
20.1.4 - in circumstances where the sub-standard work has been provided by fraudulent means. For example, a third party fraudulently impersonating a third party tradesperson;
20.1.5 - where the third party tradesperson fails to complete the work due to liquidation, insolvency, administration, becoming bankrupt or unable to operate financially;
20.1.6 - any defects or damage caused by normal wear and tear or damage that could be the result of a customer’s improper use or negligence;
20.1.7 - damage to property;
20.1.8 - injury to persons, including any third parties;
20.1.9 - theft;
20.1.10 - anything covered under an active warranty;
20.1.11 - any loss or damages arising out of or in connection to interruption of business, loss of income, loss of earnings and/or loss of use or any loss or damages due to delays, missed appointments, or no-shows;
20.1.12 - any work not booked directly through the Platform, including work arranged independently, via insurance claims, or referrals received through our Platform but not booked through the Platform; and
20.1.13 - any other costs not directly related to rectifying substandard work.
21. Submitting a Hey Alfie Guarantee claim
21.1 - If you meet the eligibility criteria (as set out in section 19) and your claim does not fall within one of the exclusions (as set out in section 20), please submit your claim by emailing alfie@heyalfie.com. Your claim email must include the following information:
21.1.1 - your Job Reference Number (found on your job confirmation emails or Jobs page in the Platform web app);
21.1.2 - your full name and address of the affected property;
21.1.3 - a detailed explanation of the issue, including what the problem is, when you noticed it, and any further discussions you have had with the tradesperson in relation to the issue;
21.1.4 - clear, high-quality, time-stamped photos and/or videos showing the issue;
21.1.5 - any other relevant supporting documents.
21.2 - Once we have received your claim, we aim to acknowledge it within three (3) business days. All information provided will be reviewed by our team and a decision will be made to accept or reject the claim based on the evidence supplied. The Company may request additional information or documentation as reasonably required to assess the claim from time to time. Eligibility and the acceptance or rejection of a claim under this Hey Alfie Guarantee is at Hey Alfie’s sole discretion, and all decisions are final without the right to appeal.
21.3 - If your claim is approved, we will arrange for a tradesperson of our choice to help resolve the issue up to a total value of the applicable Guarantee Amount. We will inform you of the tradesperson and work with you to find a suitable time for them to visit your property to carry out the works.
21.4 - If your claim is rejected, we will provide you with the reason as to why it does not meet the eligibility criteria of this Hey Alfie Guarantee. Any decision by Hey Alfie to reject a claim under this Hey Alfie Guarantee is final and may not be appealed.
21.5 - Once the rectification works have been completed to Hey Alfie’s satisfaction (as confirmed by the post-job report), the claim will be closed and any outstanding amounts due and payable by you over the applicable Guarantee Amount will be confirmed to you in an invoice. All outstanding sums will be payable subject to the terms and conditions set out on the invoice.