1. Introduction

Welcome to EmergencyHelper (emergencyhelper.co.uk). These Terms of Service ("Terms") govern your access to and use of the EmergencyHelper platform, including our website, mobile interfaces, APIs, and all related services (collectively, the "Service").

EmergencyHelper is a division of Tyga.Cloud Ltd, a company registered in England and Wales (Company No: 14643275), with its registered office at Ground Floor, Unit 2 Mallard Court, Mallard Way, Crewe Business Park, Crewe, Cheshire, England, CW1 6ZQ ("we", "us", "our").

By accessing or using the Service, you agree to be bound by these Terms. If you do not agree to these Terms, you must not use the Service.

2. Definitions

• "Platform" means the EmergencyHelper website, application, and all associated services operated by the EmergencyHelper Division of Tyga.Cloud Ltd.
• "Customer" means any individual or entity who uses the Platform to seek emergency plumbing, electrical, gas, heating, or drainage services.
• "Helper" (also referred to as "Engineer") means any qualified tradesperson who has registered on the Platform and been approved to offer emergency services to Customers.
• "Booking" means a confirmed request by a Customer for a Helper to attend a premises to carry out emergency work.
• "Job" means the emergency service work carried out by a Helper at a Customer's premises pursuant to a Booking.
• "Job Timer" means the time-tracking functionality used by Helpers to record the duration of work carried out on-site.

3. Description of Service

EmergencyHelper is an emergency engineer marketplace that connects Customers experiencing plumbing, electrical, gas, heating, or drainage emergencies with qualified local engineers (Helpers) who can attend their premises. The Service includes:

• Real-Time Job Matching: When a Customer submits an emergency request with their postcode, the Platform uses real-time matching (via Socket.IO) to notify available Helpers in the Customer's area.
• Postcode-Based Location Services: Customers enter their postcode, which is geocoded to identify their location. Helpers set a coverage radius around their own postcode. The Platform matches Customers with Helpers whose coverage area includes the Customer's location.
• Live Chat: Once a Helper accepts a job, the Customer and Helper can communicate via the Platform's live chat system to discuss the nature of the emergency and coordinate attendance.
• Secure Payments via Stripe Connect: All payments are processed through Stripe. Customers pay securely through the Platform. The Platform fee is deducted automatically, and the Helper receives their payout via Stripe Connect.
• Job Timer: Upon arrival at the premises, the Helper starts the Job Timer ("Start Clock"). When the work is complete, the Helper stops the timer ("Complete Job"). Billing is calculated based on the elapsed time.
• Helper Onboarding: Engineers who wish to offer services via the Platform must complete an onboarding process, including registration, identity verification, and connection of a Stripe Connect account for payouts.

EmergencyHelper does not itself provide plumbing, electrical, gas, heating, or drainage services. We act solely as an intermediary marketplace connecting Customers with independent Helpers.

4. Eligibility and Account Registration

To use certain features of the Service, you must create an account. You agree to:

• Provide accurate, current, and complete information during registration.
• Maintain the security of your password and account credentials.
• Promptly update your account information if it changes.
• Accept responsibility for all activities that occur under your account.

You must be at least 18 years old to use the Service. By registering, you represent and warrant that you meet this age requirement.

For Helpers: You must hold all necessary qualifications, certifications, licences, and insurance required by law to carry out the services you offer (e.g., Gas Safe registration for gas work, Part P certification for electrical work). You must keep these current at all times while using the Platform.

5. Pricing and Payment

The following standard pricing structure applies to all Bookings made through the Platform:

All prices are inclusive of VAT where applicable. The Platform fee (15%) is deducted from the Helper's payout before transfer via Stripe Connect.

Payment Process:

• Customers are charged securely via Stripe at the time of booking for the initial call-out and first hour of service.
• If the Job Timer records additional hours, the Customer will be charged accordingly upon job completion.
• Helpers receive their payouts (minus the 15% platform fee) via their connected Stripe account.
• All amounts are stored and processed in pence (GBP) internally.

6. Job Timer and Billing

The Job Timer is the primary mechanism for calculating on-site billing:

• The Helper clicks "Start Clock" upon arriving at the Customer's premises.
• The timer runs continuously until the Helper clicks "Complete Job".
• The first hour is charged at the fixed first-hour rate.
• After the first hour, additional time is charged at the per-hour rate, calculated pro-rata to the nearest minute.

Helpers must use the Job Timer honestly and accurately. Manipulation of the timer constitutes a breach of these Terms and may result in account suspension or termination.

7. Customer Obligations

As a Customer, you agree to:

• Provide an accurate description of your emergency and your correct postcode when creating a Booking.
• Ensure safe access to your premises for the attending Helper.
• Be present or have an authorised representative present at the premises during the Job.
• Make timely payment for all services rendered through the Platform.
• Communicate with the Helper exclusively through the Platform's live chat until the Helper arrives at the premises.
• Treat Helpers with respect and courtesy at all times.

8. Helper Obligations

As a Helper, you agree to:

• Maintain all necessary qualifications, certifications, and insurance for the services you provide.
• Respond promptly to job notifications and attend the Customer's premises within a reasonable time.
• Use the Job Timer accurately to record your time on-site.
• Carry out all work to a professional standard and in compliance with applicable regulations.
• Complete the Stripe Connect onboarding process to receive payouts.
• Set and maintain an accurate coverage radius and postcode on your profile.
• Not share personal contact details (including phone numbers) with Customers through the Platform's chat system prior to attending the premises.
• Treat Customers with respect and courtesy at all times.

9. Platform Role and Liability

EmergencyHelper acts solely as an intermediary platform connecting Customers with independent Helpers. We do not:

• Employ, supervise, or control the Helpers.
• Guarantee the quality, safety, or legality of work performed by Helpers.
• Guarantee the availability of Helpers in any particular area or at any particular time.
• Accept liability for any damage, loss, or injury arising from work carried out by a Helper.

Helpers are independent contractors and are solely responsible for the services they provide, including compliance with all relevant laws, regulations, and industry standards.

To the maximum extent permitted by law, EmergencyHelper's total liability to you in connection with the Service shall not exceed the total fees you have paid to us in the twelve (12) months preceding the claim.

10. Prohibited Conduct

You must not:

• Use the Service for any unlawful purpose or in violation of these Terms.
• Attempt to circumvent the Platform's payment system (e.g., arranging direct payment to a Helper to avoid Platform fees).
• Share misleading or false information about yourself, your qualifications, or your emergency.
• Harass, abuse, or threaten other users of the Platform.
• Attempt to reverse-engineer, decompile, or otherwise interfere with the Platform's technology.
• Scrape, harvest, or collect data from the Platform without our express written consent.
• Create multiple accounts to circumvent bans or restrictions.

11. Suspension and Termination

We reserve the right to suspend or terminate your account at our sole discretion if:

• You breach any provision of these Terms.
• We reasonably believe your conduct poses a risk to other users or to the Platform.
• You fail to pay any amounts due under these Terms.
• Your qualifications or certifications expire or are revoked (Helpers).

You may terminate your account at any time by contacting us at privacy@emergencyhelper.co.uk. Termination does not affect any outstanding payment obligations.

12. Intellectual Property

All content, trademarks, logos, designs, and software comprising the Platform are the property of Tyga.Cloud Ltd or its licensors. You are granted a limited, non-exclusive, non-transferable licence to access and use the Platform for its intended purpose. You must not reproduce, distribute, or create derivative works from any part of the Platform without our prior written consent.

13. Data Protection

We process personal data in accordance with our Privacy Policy and the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. By using the Service, you acknowledge that you have read and understood our Privacy Policy.

For data protection enquiries, contact our Data Protection Officer at dpo@tyga.cloud.

14. Cookies

Our use of cookies is described in our Cookie Policy. By using the Service, you consent to our use of essential cookies as described therein.

15. Dispute Resolution

If you have a dispute arising from the use of the Service, we encourage you to contact us first at privacy@emergencyhelper.co.uk so that we can attempt to resolve the matter informally.

If a dispute cannot be resolved informally, it shall be subject to the exclusive jurisdiction of the courts of England and Wales.

16. Indemnification

You agree to indemnify, defend, and hold harmless Tyga.Cloud Ltd, its directors, officers, employees, and agents from and against any claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising out of or in connection with:

• Your use of the Service.
• Your breach of these Terms.
• Any work carried out by you (if you are a Helper) or on your behalf.
• Your violation of any applicable law or third-party rights.

17. Force Majeure

We shall not be liable for any failure or delay in performing our obligations under these Terms where such failure or delay arises from circumstances beyond our reasonable control, including but not limited to natural disasters, pandemics, government actions, power failures, internet outages, or third-party service failures.

18. Changes to These Terms

We may update these Terms from time to time. If we make material changes, we will notify you by posting the updated Terms on the Platform and updating the "Effective Date" at the top of this page. Your continued use of the Service after such changes constitutes acceptance of the updated Terms.

19. Governing Law

These Terms shall be governed by and construed in accordance with the laws of England and Wales. Any disputes arising under or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

20. Severability

If any provision of these Terms is found to be invalid or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect.

21. Contact Information

If you have any questions about these Terms, please contact us:

• EmergencyHelper Division
• Tyga.Cloud Ltd
• Ground Floor, Unit 2 Mallard Court, Mallard Way, Crewe Business Park, Crewe, Cheshire, England, CW1 6ZQ
• Company No: 14643275
• Email: privacy@emergencyhelper.co.uk
• DPO: dpo@tyga.cloud