Terms of Service – Clients

These Terms of Service ("Terms") govern your use of the Renofy platform (the "Platform") as a Client – a person arranging renovation, repair, or home improvement work. The Platform is owned and operated by Renofy Ltd ("Renofy", "we", "us", or "our"), a company registered in England and Wales (Company No. 16288740). By creating an account or using the Platform, you agree to these Terms.

Separate terms apply to Contractors. These Client Terms are written for people arranging work for themselves. If you are arranging work in the course of a business, some consumer protections referred to below may not apply to you, but these Terms still govern your use of the Platform.

1. About Renofy

Renofy is a digital agreement platform for the trades and home improvement market. Through the Platform, you and a Contractor can create a shared digital job agreement – covering scope, pricing, milestones, and terms – with a timestamped record of everything that was agreed, changed, and delivered. Renofy also provides an optional escrow facility so that money for a job can be held securely until work is approved.

So you know what to expect, here's what Renofy does – and doesn't – do:

• Renofy does not provide building, trades, design, or professional services itself.
• Renofy is not a party to any agreement formed between you and a Contractor. That contract is made directly between the two of you.
• Renofy does not hold, receive, or control your money. Escrow funds are held and released by our payment partner, OPP (see Section 8).
• Renofy does not supervise, manage, or control how work is carried out, and does not review, validate, or guarantee information provided by users.
• Renofy does not provide legal advice or compliance guidance.

Renofy's role is to provide the platform and the record. The responsibility for the work, and for deciding who to engage, remains with you and the Contractor.

2. Definitions

• Client – you: a person who arranges a Job with a Contractor through the Platform.
• Contractor – a user who carries out renovation, repair, or home improvement work.
• Job – the work agreed between you and a Contractor and recorded in an Agreement.
• Agreement – the shared digital job agreement created on the Platform, setting out the scope, pricing, milestones, and terms of a Job. Renofy is not a party to it.
• Milestone – a defined part of a Job, agreed between you and the Contractor, whose approval triggers the release of a payment.
• Escrow – a secure facility, provided by our payment partner OPP, that holds money for a Job until it is released or refunded.
• OPP – Online Payment Platform Ltd., the FCA-regulated UK payment provider that holds and releases all escrow funds. Renofy instructs OPP under the Agreement but never holds the money itself.
• Independent Reviewer – an independent third party with relevant experience that Renofy may appoint to help review a dispute about a Milestone (see Section 10).

3. Eligibility

To use the Platform, you must:

• be at least 18 years old;
• be able to enter into legally binding agreements;
• provide accurate registration information and keep it up to date;
• complete any verification we or OPP reasonably require; and
• comply with all applicable laws.

By creating an account and using the Platform, you consent to dealing with us electronically and confirm that you are able to access and keep electronic records.

4. Where the Platform Can Be Used

The Platform is currently intended for Jobs located in the United Kingdom, arranged by users resident in the United Kingdom. We may suspend or restrict access where these conditions are not met, and we may change the territories we serve in future.

5. Your Account

You are responsible for keeping your login details secure. Activity that takes place through your account is treated as carried out by you. You must give accurate information when you register and when you use the Platform, and keep it current.

We may ask you to provide identification or additional documentation at any time, and may suspend access while a requested verification is outstanding.

6. Contractor Information & Checks

Choosing the right Contractor is an important decision, and we want you to make it well. The details a Contractor shows on the Platform – such as insurance and qualifications – are provided by them, and we may ask them for supporting documents. Renofy displays this information but does not independently verify it, so it should be treated as a helpful starting point rather than a guarantee of a Contractor's skill, qualifications, insurance, conduct, or suitability for your Job.

We'd always encourage you to review a Contractor's details and carry out any checks you feel are sensible before work begins.

7. Digital Job Agreements

7.1 What an Agreement is

An Agreement is a shared digital record created on the Platform, setting out the agreed scope, pricing, milestones, and terms of a Job between the parties. Each Agreement is uniquely identifiable within the Platform.

7.2 Formation and electronic signature

When one party creates or proposes an Agreement and the other accepts it through the Platform's acceptance mechanism (such as tapping "Accept"), both parties intend that Agreement to be a legally binding contract between them. Renofy is not a party to it.

The acceptance action is an electronic signature within the meaning of the Electronic Communications Act 2000 and the UK eIDAS Regulation. By accepting an Agreement, you confirm your intention to be bound by its terms. Unless you and the Contractor agree otherwise, Agreements formed through the Platform are intended to be governed by the laws of England and Wales.

7.3 Variations

Changes to a Job can be proposed through the Platform by adding or removing milestones. A variation takes effect only when accepted by the other party – one party cannot change an Agreement on its own. Where a variation adds work that costs more than the funds already held in escrow, the additional amount should be paid into escrow by the Client before that work begins to keep it protected; work that is not funded into escrow does not have escrow protection. Removing a funded milestone returns those funds to you. Each variation is recorded with the proposing party's identity and a timestamp.

7.4 Audit trail and records

Renofy maintains a timestamped, attributed record of all Agreement events – creation, acceptance, variations, milestone completions, approvals, and other material actions. Once recorded, an action cannot be edited or deleted by either party, and the Platform keeps a single canonical version of each Agreement. This is designed to give both parties credible evidence of what was agreed and done.

7.5 Content responsibility

The value of an Agreement as a record depends on the quality, completeness, and accuracy of what both parties enter. Renofy provides the infrastructure but does not review, validate, or supplement the content. You are encouraged to set out scope, pricing, timelines, and any specific terms clearly. Renofy cannot be responsible for disputes arising from vague, incomplete, or inaccurate Agreement content, and does not guarantee the outcome of any legal proceedings or the enforceability of any specific Agreement.

7.6 Your cancellation rights

Where a Job is agreed at a distance (for example, you accept through the Platform without the Contractor being present), the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 may give you a right to cancel within 14 days. This right applies to your agreement with the Contractor, not to these Terms. Renofy does not give legal advice on whether cancellation rights apply in your situation. You should raise any cancellation with your Contractor, though you can also contact us for help.

8. Payments and Escrow

8.1 Renofy is not a payment service provider

Renofy does not hold, receive, or control your money at any time. Renofy is a technical service provider: we provide the platform that lets you and your Contractor agree milestones and instruct the payment provider. The payment service itself – holding, releasing, and refunding money – is provided by OPP (Online Payment Platform Ltd.), an electronic money institution authorised by the Financial Conduct Authority. Renofy is not a bank, payment institution, or e-money institution, and is not itself authorised by the FCA.

8.2 Your agreement with OPP

To use escrow, you must accept OPP's own terms and conditions directly with OPP. Your use of the escrow service is governed by that agreement. We record the date and time you accept OPP's terms, and the version you accepted, so both parties have a clear record. In OPP's terms you are the 'Payer' and your Contractor is the 'Beneficiary'. Complaints about the payment service itself – how money is held, released, or refunded – are handled by OPP under that agreement and, if not resolved, may be referred to the Financial Ombudsman Service. That is separate from the process in Section 10, which covers disagreements about the work.

8.3 How your money is protected

Money you pay into escrow is held by OPP as an authorised electronic money institution and safeguarded under the FCA's rules – kept separate from OPP's own funds. Please note that escrow funds are not bank deposits and are not protected by the Financial Services Compensation Scheme (FSCS).

8.4 Funding a Job

Before work begins, the full value of the Job is paid into escrow held by OPP. A Contractor is not required to start work until OPP confirms the Job has been funded in full.

8.5 Releasing payment

Funds are released milestone by milestone. When a milestone is approved – or treated as approved – OPP releases that milestone's payment to the Contractor; how approval works is set out in Section 9. When a Job is finished, any funds not needed are refunded to you by OPP, in accordance with the Agreement and OPP's terms.

8.6 How long funds are held in escrow

Funds for each milestone are held in escrow by OPP until that milestone is settled, up to a maximum hold period set by OPP. Within that period:

• When the Contractor marks a milestone complete and you approve it – or you do not respond within the review period – it is treated as approved and the payment is released to the Contractor (see Section 9).
• If a milestone is in dispute, the funds stay held until the dispute is resolved (see Section 10).
• If a Job stalls – for example the Contractor stops work or stops responding – and you want your money back, contact us and we can arrange for the held funds to be returned to you. We will usually remind you before the hold period ends.

8.7 Refunds

When a refund is made, OPP returns the relevant amount to you in accordance with the Agreement and OPP's terms. Renofy charges no fee on refunds.

8.8 Renofy's fee

Using the Renofy platform is free for Clients. Renofy charges the Contractor a platform fee, deducted from each payment released to them from escrow – so it comes out of the Contractor's proceeds, not from what you pay. No fee is charged on amounts refunded to you, and you are not charged separately for OPP.

8.9 Other ways to pay

You and a Contractor may also settle directly between yourselves (for example by bank transfer), or – where the Contractor offers it – by card through our third-party processor Stripe. These options do not provide escrow protection. Where you pay directly or by card, Renofy is not involved in the payment and cannot assist with refunds, chargebacks, failed transactions, or payment disputes. Card payments are processed by Stripe, and the Contractor – not Renofy – is responsible for those transactions.

9. Milestones and Approval

Milestones are agreed between you and the Contractor and recorded in your Agreement. Each has a description and a price.

• When a Contractor marks a milestone as complete and provides the required evidence, it is marked as "In Review" and you are notified.
• You then have 7 days to either approve the milestone or raise a change request through the Platform if you believe the work is incomplete or not as agreed. We will remind you before this period ends.
• If you raise a change request within that period, it pauses. Once the Contractor resubmits the milestone after addressing the request, a fresh review period begins.
• If you do not respond within that period, the milestone is treated as approved, and OPP becomes entitled to release that milestone's payment to the Contractor.

10. Resolving Disputes About a Milestone

If you and a Contractor can't agree on whether a milestone has been properly completed, raise it with us – you don't have to resolve it alone.

• While a milestone is in dispute, OPP continues to hold the funds for that milestone until it is resolved or withdrawn.
• We will try to help you reach a resolution, and may appoint an Independent Reviewer to review the disagreement to help both sides.
• If it cannot be resolved by agreement, Renofy will review the dispute and decide how the held funds for that milestone are released or refunded, acting reasonably and on the information available. This decision affects the escrow payment only – it does not decide who is legally right, and does not affect your right to pursue the Contractor.
• A dispute must be progressed promptly. Whoever it is waiting on has a set period, which we will tell you about, to take the next step needed to move it forward. If they do not, it may be treated as withdrawn, with the milestone resolving in the other party's favour, so that funds are not held open indefinitely.

To resolve a dispute, you authorise Renofy to share the information reasonably needed with the Independent Reviewer (where one is appointed) and the other party.

11. Intellectual Property, Content & Public Pages

The Platform, including its software, design, text, and branding, is owned by Renofy or its licensors and is protected by intellectual property law. Renofy grants you a limited, non-exclusive, non-transferable, revocable licence to use the Platform for its intended purpose under these Terms. You may not copy, modify, reverse-engineer, resell, or create derivative works from any part of the Platform.

You retain ownership of all content you upload. By using the Platform, you grant Renofy a non-exclusive, worldwide, royalty-free licence to use, reproduce, modify, display, or publish your uploaded content for: operating and maintaining the Platform; maintaining Agreement records and audit trails; dispute prevention or resolution; public work history pages (where applicable); and marketing and promotional purposes.

This licence continues for as long as the content is hosted on the Platform and for a reasonable period afterwards to fulfil the purposes above. If Renofy is acquired or merges with another entity, this licence transfers as part of the Platform. You confirm you have the rights to upload all content you provide, and that it does not infringe third-party rights or contain illegal material.

12. Reviews & Work History

Renofy may display a record of completed Jobs and reviews associated with accounts, to help users make better-informed decisions and to help Contractors build a credible track record. Reviews must be truthful and must not be defamatory, misleading, or otherwise unlawful. Renofy does not verify, edit, or guarantee the accuracy of reviews, and may remove content that breaches these Terms or the law.

Work history reflects Platform activity only and does not constitute an endorsement, recommendation, or quality assessment by Renofy. You can raise concerns about the accuracy of a record; while we are not obliged to amend it, we may investigate content that is clearly inaccurate or breaks Platform rules.

13. Platform Conduct

You agree to:

• communicate respectfully and use the Platform lawfully;
• provide accurate information about Jobs, quotes, and your requirements;
• not upload illegal, harmful, defamatory, or infringing content;
• not attempt to mislead or defraud other users;
• not misuse the Platform or attempt to bypass the escrow payment flow for an active Job; and
• not misuse, manipulate, or attempt to jailbreak any AI-assisted features, or use them to create unlawful, harmful, or infringing content.

You may exchange contact details and communicate off the Platform if you wish, but we recommend keeping Job-related communication on the Platform for transparency and record-keeping. Renofy acts solely as a facilitator and is not responsible for agreements, decisions, or disputes between you and a Contractor, whether communication happens on or off the Platform. Settling a milestone that has been funded into escrow off the Platform removes its escrow protection and the dispute process in Section 10 for that milestone, and breaches the rule above against bypassing the escrow payment flow.

Some Platform features use AI to help you (for example, drafting text or summaries). AI output can be inaccurate or incomplete, so you are responsible for checking it before you rely on it. Renofy is not responsible for your reliance on, or misuse of, AI-assisted output. How AI conversations are stored and processed is set out in our Privacy Policy.

14. Safety, Fraud & Misuse

Renofy may suspend or remove accounts that:

• provide false or misleading information;
• upload inappropriate or illegal content;
• attempt to impersonate others or misuse verification tools;
• harass or abuse other users; or
• attempt to defraud other users or bypass the escrow payment flow.

We reserve the right to take appropriate action where we suspect fraud, including co-operating with the relevant authorities where necessary.

15. Platform Availability

While we aim to provide a reliable and secure service, Renofy cannot guarantee:

• uninterrupted access to the Platform;
• error-free, completely secure, or virus-free operation; or
• that every feature will always be available.

We may update, suspend, or discontinue parts of the Platform to improve the service or add features, and will aim to keep users informed of significant changes. Renofy will not be liable for any failure or delay caused by circumstances beyond our reasonable control, including natural disasters, pandemic, government action, power failure, internet disruption, or third-party service outages.

16. Our Responsibility to You

Renofy provides digital tools for recording and tracking Job agreements and for instructing an escrow provider. Renofy is not a project manager, contractor, supervisor, or payment provider. We are responsible for losses you suffer that are a foreseeable result of us breaking these Terms or failing to use reasonable care and skill, but we are not responsible for:

• the quality, safety, legality, timing, or completion of any work;
• the acts, omissions, delays, or cancellations of any Contractor;
• the acts, omissions, holds, delays, or decisions of OPP or Stripe, or any payment processed or not processed through them;
• property damage, personal injury, or loss caused by a Contractor;
• losses arising from reliance on information or content provided by other users; or
• disputes arising from vague, incomplete, or inaccurate Agreement content.

Where checks or other due diligence are used, Renofy does not guarantee their accuracy or completeness, and they should not be relied on as proof of safety, suitability, or conduct.

We are not liable for indirect or consequential loss – including loss of time, the cost of arranging replacement work, delay or overrun costs, loss of profit or opportunity, or distress and inconvenience – even where that loss was foreseeable.

Subject to the exceptions below, Renofy's total liability to you is limited as follows:

• where a claim arises from an error we are responsible for in holding, releasing, or refunding money through escrow, to the amount of the escrow funds affected by that error; and
• for any other claim, to £5,000.

Where money is held, released, refunded, or transferred in error, Renofy may reverse, reclaim, or offset the amount affected, and you agree to repay any funds you receive that you were not entitled to. This does not affect any separate right you have to recover money from another person who received funds they were not entitled to.

Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for breach of your statutory rights as a consumer, or for any other liability that cannot be limited or excluded by law. As a consumer you have legal rights that these Terms do not affect.

17. Your Responsibility to Us

You are responsible for ensuring that content you upload is lawful, accurate, and yours to share, and that your use of the Platform complies with these Terms and the law. If you upload unlawful or infringing content, or misuse the Platform, we may suspend or remove your account under Section 14, and you may be responsible for losses or third-party claims that result directly from your doing so.

18. Termination & Data Retention

18.1 Suspension and termination by Renofy

We may suspend or restrict your access immediately if we reasonably believe you have breached these Terms, engaged in fraud, or misused the Platform. Otherwise, we will give reasonable notice (not less than 30 days) before terminating your account. Where we suspend or terminate, we will give you a clear reason, unless we are prevented from doing so by law or by an overriding security or fraud concern.

18.2 Account deletion by you

You may delete your account at any time from your Account Settings, or by contacting [email protected].

18.3 Data retention

After an account is deleted or terminated, Renofy will:

• delete or anonymise your personal data in accordance with our Privacy Policy and applicable data protection law;
• retain Agreement records, audit trails, and escrow transaction records – in anonymised form – for a minimum of 6 years after the completion or termination of the relevant Agreement, in line with the Limitation Act 1980 and our accounting and legal obligations, regardless of whether your account remains active; and
• retain content used in public work history pages, but only where the law allows.

19. Privacy

Your use of the Platform is also governed by our Privacy Policy. Agreement data is processed in accordance with that policy and the UK General Data Protection Regulation (UK GDPR). Both parties to an Agreement have access to each other's relevant data as necessary for the performance of their contract.

20. SMS Notifications

If you provide a mobile number, Renofy may send you transactional SMS notifications about your activity – such as Job updates, quote notifications, milestone updates, and new message alerts. These are service notifications. Any marketing messages would be sent only with your consent. You can manage or disable SMS notifications at any time from your notification preferences page.

21. Changes to These Terms

Renofy may update these Terms from time to time. Where changes are material, we will ask you to review and accept the updated Terms before you continue to use the Platform. We keep archived versions of previous Terms to support evidential integrity.

22. General

Governing law: These Terms are governed by the laws of England and Wales. As a consumer, you benefit from any mandatory protections of the country where you live, and you may bring proceedings in the courts of England and Wales or of the part of the UK where you live.

Entire agreement: These Terms, together with our Privacy Policy and any Agreement formed through the Platform, are the entire agreement between you and Renofy relating to your use of the Platform.

Severability: If any provision is found to be invalid or unenforceable, it will be limited or removed to the minimum extent necessary, and the rest will continue in full force.

Waiver: If Renofy does not enforce any right or provision, that is not a waiver of it.

Assignment: You may not assign or transfer your account or rights under these Terms without our prior written consent. Renofy may assign its rights and obligations in connection with a merger, acquisition, or sale of assets, provided your rights under these Terms are not diminished.

Third-party rights: Except as expressly stated in these Terms, no one other than you and Renofy has any right under the Contracts (Rights of Third Parties) Act 1999 to enforce any of these Terms.