Terms & Conditions

1Definitions

1.1 “Agreed Job” means that a call connected through the Platform results in the Homeowner and Network Member clearly agreeing that the Network Member will undertake a specific call-out, site visit, inspection, emergency attendance, or other trade work. For a booked visit or inspection, that agreed visit itself is the billable event, even if the repair price is agreed later, the Homeowner declines further work, or no repair is ultimately carried out. On this booking route, “Agreed Job” means the booking agreement; it does not mean GetTheCall has verified that anyone attended or completed the work. The definition separately includes a deliberate off-platform diversion only where, before any such booking is agreed, the parties exchange a direct personal contact detail and mutually agree to continue arranging or deciding the work through that off-platform contact. A contact detail or callback suggestion alone is not diversion. Once a booking is clearly agreed, any later exchange of numbers or logistical contact is not diversion. Asking for photos or videos to assess or quote for the work is not diversion where the arranging remains on the recorded call. A request for information or a quote, an unanswered or abandoned call, spam, a sales or recruitment call, a duplicate call, or a conversation with no agreed attendance, work, or deliberate off-platform diversion is not an Agreed Job.

1.2 “Platform Fee” means the standard £80 business charge, less any applicable promotion under Section 4, for the advertising and technology services described there. It is billed when those services produce an Agreed Job.

1.3 “Network Member” means the independent trade business or self-employed tradesperson that has registered for business use of the Platform and accepted these Terms.

1.4 “Homeowner” means the caller seeking trade services, whether the caller owns, occupies, manages, or acts for the relevant property.

1.5 “Platform” means GetTheCall's advertising, landing pages, tracking numbers, simultaneous call-routing, recording, transcription, classification, account, messaging, verification, and billing technology.

1.6 “Call Record” means the relevant recording, transcript, call metadata, routing data, timestamps, classification output, notices, and account or messaging logs. It is evidence for classification and review, but a Network Member may provide contrary evidence through Section 6.

2GetTheCall's Role and the Works Contract

Advertising and technology only. GetTheCall buys, funds, and operates advertising at its own cost and risk and provides the Platform to Network Members. GetTheCall does not quote for, sell, supervise, inspect, warrant, or carry out trade work.

Direct contract. Any contract for a job is made directly and exclusively between the Homeowner and the Network Member. GetTheCall is never a party to that contract, does not receive the price for the work, and has no authority to negotiate terms or bind either party. Pricing, scope, attendance, payment, warranties, and complaints about the work are matters for the Homeowner and Network Member.

Separate audiences. These Terms apply only to Network Members acting in business. Any terms or notices for Homeowners are separate and do not make GetTheCall a provider of the work.

3Simultaneous Ring and Member Choice

You control your availability. Eligibility depends on service area, availability, required credentials, account and payment status, call capacity, and the response policy below. Calls to paid-advertising area numbers ring up to six eligible Network Members simultaneously; if more than six qualify, the group is selected at random. Postcode searches shortlist up to six nearby eligible members using estimated distance and driving time from their setup postcodes, and the Homeowner may choose one to call. Some postcode and retry routes ring the available group together. Paying a larger Platform Fee does not buy a higher position.

Where members ring together, the first to answer and accept is connected. A connection does not assign a job: the Homeowner and Network Member decide whether to agree work, and neither is required to do so. GetTheCall does not negotiate their works contract or choose which business the Homeowner must engage.

Every Network Member may ignore an individual call and may accept or decline any job after speaking with the Homeowner. GetTheCall need not offer calls, and you need not accept any job. You choose when to be available; while available for routing, you must keep your registered number reasonably reachable and pause availability when you cannot respond. Ignoring an individual call is not itself a breach, but persistent non-response is incompatible with remaining in the active call pool.

Call-answering performance

High and Low Priority control whether GetTheCall will risk its own advertising budget on calls to your registered number. They protect advertising spend from unanswered calls; they are not a quality ranking, selection for a particular Homeowner, or an entitlement to jobs.

• High: permits inclusion in paid-advertising call groups, subject to the other eligibility and availability criteria. It does not guarantee calls, work, or selection.
• Low: excludes your number from paid-advertising call groups. This restriction does not itself remove eligibility for independently sourced, non-paid calls.

Response policy and inactive accounts. Each simultaneous ring group has at most six places. An inactive account occupying a place reduces the opportunity for another eligible member to receive that call. The response policy protects this limited capacity and GetTheCall's advertising spend.

Six consecutive qualifying missed calls remove you from paid-advertising rotation; organic calls may continue if you remain otherwise eligible. Two consecutive answered calls restore that rotation. Fifteen consecutive qualifying missed calls start the automatic inactive-account closure process for the accounts linked to that number, subject to Section 12. This threshold concerns connecting to the caller, not accepting a job or generating fees: a genuine connected answer resets the missed-call streak even if you then decline the job. Merely picking up the automated acceptance prompt does not reset it. The counters apply to the same person across their trade accounts.

What counts as a miss. A qualifying miss includes an unanswered call that rings for at least 10 seconds, including when another member connects first or the caller hangs up, and a call you pick up but do not choose to connect, ending as “no-press”. That no-press outcome counts towards the miss streak, including the fifteen-miss threshold, unless it was lost because another member connected first. It can count even if the initial ring was shorter. When provider ring timestamps are unavailable, a recorded no-answer outcome is treated as a full unanswered ring. Other known unanswered rings shorter than ten seconds and failed connections do not count or reset the streak. Repeated attempts from the same caller can score at most one qualifying miss per person in a rolling hour. Pause availability when you do not want calls; declining a job is not itself a missed call. You may challenge incorrect scoring through support.

A recorded agreement that you personally will attend a booked job normally makes accounts using your number unavailable for four hours. A booking for your company or team does not itself establish your personal attendance.

If you clearly explain on the recorded call that you cannot take the job because of your qualifications, service area, equipment, the type of work, or safety or access concerns, the call may be treated as non-billable and the Homeowner offered another contractor. You and any account using your telephone number are temporarily excluded from that retry. An unclear result requires operator review.

4Platform Fee

4.1 Amount and trigger. The Network Member pays the standard £80 Platform Fee for each Agreed Job, reduced by an applicable member invitation discount below. There is no upfront charge, subscription, retainer, or recurring fee, and no Platform Fee is due for a call that does not become an Agreed Job.

4.2 What the Platform Fee buys. The Platform Fee is consideration for GetTheCall's bundled advertising and technology services: GetTheCall-funded advertising, landing pages and tracking numbers, simultaneous call-routing, recording and transcription, job-verification tools, account controls, support, and billing infrastructure. GetTheCall bears 100% of its advertising spend whether or not a call becomes an Agreed Job.

4.3 Homeowner payments. The Network Member sets its own prices and invoices and collects payment from the Homeowner directly. GetTheCall does not set, negotiate, collect, or take a share of that price, and does not ask you to report the works price. A recording or support submission may incidentally contain pricing discussion; that does not make GetTheCall a party to your agreement.

Member invitation promotion

4.4 Promoter and benefit. Optqo Framework s.r.o., at the addresses in Section 15, operates this optional promotion for Network Members using the UK Platform. Each genuinely new person who qualifies using your code earns you, the inviter, one 20% Platform Fee discount: £16 off, making one eligible fee £64 instead of £80. The new member does not receive a discount merely for joining. There is no entry fee, and neither participant has to accept a job. Redemption requires an eligible Agreed Job and payment of the reduced fee. This reduces our Platform Fee; it does not reduce the Homeowner's works price or determine the legal classification of our service.

4.5 Who qualifies. When the new person first signs up, you must have a current, non-terminated member account with verified right to work, an attached payment card, and verified trade credentials where required for Heating or Electrical work. The new person must use your valid code in their first signup and subsequently complete right-to-work identity verification with recorded verified identity details, attach a payment card, and obtain any required trade-credential approval on a current, non-terminated account. Signup alone, an uploaded document, or a preliminary or pending check does not earn the reward. Verification may complete through the approved automated document route or human review; the completed identity, card, and credential conditions still apply. Missing verified identity facts remain pending; duplicate or conflicting identity facts hold the reward for review. Routing availability, a pause, or a reliability restriction does not itself decide these verification conditions.

4.6 One new person, one reward. Self-invitations, existing or previously archived members, additional trade accounts, account recovery, and repeat signups by the same person do not qualify. Changing a name, telephone number, email address, payment reference, or trade does not make an existing person new. Only one inviter can be attributed to a new person, and only one original reward can be earned for that person, including a paired-trade signup. Attribution is fixed at first signup; a missing or invalid code cannot be added retrospectively. Opening a coded signup link records the code for up to seven days in that browser session; the code must still be present when the first signup is submitted.

4.7 Pending verification and timing. Unverified signup records more than 30 days old are removed at the monthly cleanup on the first day of the month at 04:40 UTC. Qualification must complete before that cleanup removes the record; this is not an automatic expiry at exactly 30 days. No reward is earned for a removed pending record. The promotion currently has no fixed overall closing date or cap on the number of qualifying new people.

4.8 Applying your discounts. Earned discounts queue in the order earned across your trade accounts. One discount is applied automatically to each next eligible Agreed Job whose fee has not already been fixed, when that fee is first admitted for collection. Discounts do not stack on one job and cannot reduce a fee below £64. A fee already priced or assigned to a payment attempt keeps its original amount through failed payments and retries; a discount earned later does not reduce that earlier fee. A payment covering several jobs records each job's own £64 or £80 fee, and the payment record shows the actual reduction. A discount is reserved for its assigned job during payment processing and used when payment succeeds.

4.9 Corrections and refunds. Section 6 refunds the amount actually charged for a wrongly classified job. When a discounted job is finally corrected to non-billable and its full allocated fee is verified as refunded, or collection is definitely unpaid and that fee is cancelled, one replacement discount returns to your queue. A partial refund leaves the original discount used; an uncertain payment, pending refund, bank dispute, or bank loss does not earn a replacement. Repeated notices or retries cannot create extra replacements. If a correction is reversed, its unused replacement is cancelled; a later verified full correction can restore that same replacement once. A replacement already assigned to another job or used is honoured, without an automatic extra charge. A fee refund goes to the original payment method; the replacement reward is a future discount, not another cash refund.

4.10 Value, account closure, and changes. Rewards have no cash alternative and cannot be sold or transferred to another person. Earned discounts have no scheduled expiry. Account closure does not itself forfeit them, but they can only be redeemed through a permitted member account on an eligible Agreed Job; retaining a reward does not guarantee readmission or work. Future changes or closure of the promotion will follow the reasonable-notice procedure in Section 14, protect discounts already earned or assigned, and will not retrospectively change an incurred fee. Your existing business tax responsibilities in Section 8 continue to apply.

4.11 Accurate participation and communications. Do not create fictitious or duplicate identities, submit misleading verification information, or misrepresent the benefit. GetTheCall provides the promotion code and signup link for optional participation; we do not send invitation messages, supply a ready-made marketing message, or ask you to send emails, texts, or other electronic marketing. If you independently choose to communicate about the promotion, comply with applicable advertising, privacy, and PECR rules, do not send unlawful unsolicited marketing, and disclose your potential discount. Participation is not consent to receive marketing.

4.12 Privacy and questions. Your account shows queued discounts and anonymous signup, verification-pending, held-for-review, and completed-verification milestones. It does not reveal another person's identity evidence or verification findings. Protected account and already verified identity references prevent repeat claims, as explained in the Privacy Policy. If attribution, eligibility, a held reward, or a fee appears wrong, use account support or our help form and you may request human review. These promotion conditions do not remove the billing-review or refund rights in Section 6.

4.13 Cancellation and payment risk. Once an Agreed Job occurs, the Platform Fee is due even if the Homeowner later cancels, the visit or work does not proceed, a quotation is rejected, or the Homeowner does not pay you. GetTheCall does not guarantee completion or payment and does not reimburse your travel, materials, or other costs. A disputed booking or reported post-booking cancellation can be referred for human review; an unsupported allegation does not automatically result in a refund. Duplicate or erroneous charges remain correctable under Section 6.

5Card Mandate and Payment

To activate the account, the Network Member must provide a valid business payment card through Stripe. The Network Member authorises GetTheCall and Stripe to store the payment method and to charge it the £80 standard Platform Fee for each Agreed Job, less any applicable Section 4 discount, including as an off-session payment where Stripe permits.

Stripe may ask you to confirm a payment or replace an expired or declined card. Saving or verifying a card does not itself incur a Platform Fee. You must keep the payment method current and remain responsible for valid unpaid Platform Fees. GetTheCall may retry a failed payment, use another card you have saved for Platform Fees, or collect several outstanding Platform Fees in one payment. Each underlying call and fee must remain identifiable; a retry does not create a second fee. An unpaid balance may stop new calls until payment is resolved. Platform Fees are charged in pounds sterling; your card issuer may apply its own currency-conversion charges.

This mandate continues while the account is active and after you stop using the Platform only so far as needed to collect valid accrued Platform Fees. A pause or request to close the account does not waive those fees or stop their lawful collection. GetTheCall will provide or make available a payment record for each charge.

6Classification, Human Review, and Refunds

GetTheCall uses automated transcription and classification to decide whether a call meets the Agreed Job definition and may charge the stored card on that basis. The Network Member will receive or can access the classification and related charge information.

Human-review right. If classification does not establish a reliable booking decision, the call is left non-billable. When automated classification is unavailable, the call is referred for human assessment. A Network Member may use the automated DISPUTE route once for each automatically classified Agreed Job, within 7 calendar days after the call is logged, while its recording remains available. A delayed charge does not restart this automated window. Use the GetTheCall WhatsApp control service or the support route linked from the account. GetTheCall may use an automated reassessment to resolve a clear challenge. The Network Member may explain its position, provide evidence, and request human intervention through support; a person with authority to change the outcome will then review the available Call Record and that evidence. One substantive human review is provided for each disputed billing decision. After the outcome has been explained, duplicate requests on the same facts may be closed without another review unless there is material new evidence, a review error, or a further review is required by law. The automated limit, an expired form, or a technical failure does not remove the support route for human review, billing errors, or mandatory rights.

If human review finds that the call was not an Agreed Job, GetTheCall will reverse or refund the amount actually charged for that call (£64 if discounted under Section 4, otherwise £80) to the original payment method, or cancel that fee if it remains unpaid. Where one payment covers several calls, a wrong classification is refunded at that call's recorded fee, rather than a batch average, without requiring the entire payment to be reversed. Section 4.9 governs the separate replacement discount. GetTheCall will communicate the review outcome.

A charge applied after a human classification, or after the Network Member expressly confirms the job, is not a solely automated decision; questions about it may still be raised through support. The 7-day process does not remove any right that cannot lawfully be limited.

7Call Recording, Privacy, and PECR

Calls through GetTheCall numbers are logged; connected conversations are normally recorded and transcribed. Recording information is provided through the relevant website or a call-routing announcement. GetTheCall processes call data only for operating and securing the Platform, routing calls, verifying Agreed Jobs, billing, preventing misuse, handling disputes, and establishing or defending legal claims.

Depending on the data and person concerned, GetTheCall relies on performance of these Terms, its legitimate interests in operating and protecting the Platform, compliance with legal obligations, and consent where the law requires it. GetTheCall applies the UK GDPR, the Privacy and Electronic Communications Regulations 2003 (“PECR”), and other applicable communications and data-protection rules to its processing.

Recordings are normally retained for no longer than around 10 days. Relevant recordings and private dispute images are kept longer while an associated dispute or review remains unresolved, or an operator has placed a legal hold. When the normal retention period has elapsed and all holds are released, scheduled cleanup deletes the originals. Transcripts and core call and billing records are retained only for as long as reasonably necessary for billing, dispute resolution, fraud prevention, and legal obligations, then deleted or anonymised in line with the Privacy Policy and retention schedule.

GetTheCall is an independent controller for Platform data. The Network Member is independently responsible for privacy notices, security, retention, and lawful processing of Homeowner data it receives or creates for the direct works contract. The Network Member must not obscure GetTheCall's recording notice, disable recording, or move a call away from the Platform to defeat verification.

Access to data. GetTheCall accesses registration, verification, routing, call, payment, support, and usage records to run the Platform. Through the account and support routes you can access your account information and available records of your own calls, charges, disputes, and tickets. Recordings or other underlying evidence may be requested through support while retained, subject to lawful redaction, security, and other people's rights. You have no access to another member's private records or the Platform's complete customer database. Account access ends on closure; lawful requests for retained records can still be made through Section 15. Retention and provider disclosures are described in the Privacy Policy. Optional public profile images can be withdrawn through your account.

8Independent Business Status

The Network Member operates on its own account as an independent business or self-employed contractor. Nothing in these Terms creates employment, worker status, partnership, joint venture, or authority for either party to act as agent for the other.

• The Network Member chooses its own working hours and Platform availability and may decline every job. Continued call-pool participation is subject to the reachability and inactivity rules in Section 3.
• There is no mutual obligation: GetTheCall need not provide any call or work, and the Network Member need not accept any.
• The Network Member supplies and controls its own tools, vehicle, materials, methods, pricing, quotations, and customer terms.
• The Network Member may advertise and work for anyone else, including competing platforms, without exclusivity.
• The Network Member is responsible for its own tax, National Insurance, VAT where applicable, licences, insurance, expenses, holiday, sickness, and pension arrangements.

The practical relationship must remain consistent with this independence; a contractual label alone does not alter rights imposed by law.

9Network Member Responsibilities

The Network Member is solely responsible for checking the property and job, agreeing scope and price with the Homeowner, carrying out the work safely and competently, complying with consumer and trade law, and dealing with payment, warranties, complaints, damage, and any return visit.

Callout policy. You must not demand or take an advance callout or attendance charge as a condition of booking or travelling to an accepted job. The exception is a lawful cancellation charge where the Homeowner cancels after agreeing the booking with you. Before the Homeowner becomes bound, you must explain any proposed cancellation charge and its amount or calculation basis. It must be fair, proportionate, and subject to any statutory cancellation right; this exception does not create an automatic entitlement to a charge.

Your quotation and customer information. The final works price need not be known or agreed during the initial call; it may depend on inspection. You remain responsible for giving the Homeowner the information consumer law requires at the relevant time, including your identity and contact details, any visit or assessment charge payable after attendance, the price or calculation basis where a price cannot reasonably be fixed, and applicable cancellation rights. Explain and obtain agreement to additional work and charges before incurring them. Prices, quotations, deposits for separately agreed works or materials, payment terms, and any cancellation charge are agreed directly between you and the Homeowner. GetTheCall does not approve, collect, or enforce those amounts.

Dispatch commitment. For an emergency booking you accept, make reasonable efforts to begin travelling within one hour where possible. This is a dispatch target, not a promise to arrive within an hour. Give the Homeowner an honest expected arrival time, explain limitations before accepting, and tell them promptly if you are delayed or cannot attend.

The Network Member warrants that its identity, right-to-work information, trade credentials, licences, and registrations are accurate and remain valid. Insurance information supplied must be truthful and updated when it changes. Public liability insurance is not a condition of joining the network and is not verified or guaranteed by GetTheCall. You remain responsible for any insurance required by law or your own customer contract.

Staff and subcontractors. You may arrange for your business's employees, qualified colleagues, or subcontractors to carry out a job, subject to your agreement with the Homeowner and applicable law. GetTheCall gives standing prior written consent to lawful subcontracting on the conditions in this section; ordinary job sharing does not require a separate Platform approval for each job. You must make clear to the Homeowner which business is responsible for the work and any proposed change of contractor. Using another person does not transfer your GetTheCall account, remove your responsibility under these Terms, or cancel a valid Platform Fee. You remain responsible for your own contractual obligations to the Homeowner unless they lawfully agree otherwise.

Right-to-work and qualification duties. GetTheCall checks the registered member under its applicable verification process. You must cooperate with initial and follow-up checks on your account and provide genuine, complete evidence by the stated deadline. Before permitting another person to perform relevant work, you must ensure they are legally entitled and appropriately qualified to do it, conduct the prescribed right-to-work checks required of your business, complete required follow-up checks, and retain the required records. You must include equivalent check, records, cooperation, and lawful enforcement obligations in any permitted subcontracting arrangement, including further subcontracting. A colleague cannot rely on your personal registration or immigration permission as their own.

Compliance assurance. GetTheCall may seek reasonable assurance and audit relevant records of your compliance where proportionate to the risk or required by law. You must provide the necessary records and assistance, and your subcontracting arrangements must permit equivalent cooperation. GetTheCall does not attend properties, track staffing or approve the performer of every job; it cannot determine through call routing who ultimately performs the work. These operational limits do not remove your duties or any mandatory duty that applies to GetTheCall.

Home Office investigations. The Network Member must cooperate with any Home Office investigation relating to illegal working and provide information requested about the purpose and make-up of the contractual chain, the identity and business details of each person involved, and any other information that is or may be relevant to the investigation.

Where credential review is required, you must provide complete, genuine and readable evidence. A person checks your identity or business against the relevant official register, the work you are qualified to carry out, and the expiry date before approving the credential.

Gas Safe verification requires a new front-and-back card submission on genuine overall or applicable category expiry. Electrical verification follows a real issuer expiry where one exists; an issuer record with no expiry may instead be reviewed periodically. A pending, rejected, expired, or otherwise unverified required credential makes the member ineligible for regulated-trade routing until an authorised review settles it. Repeated or unresolved rejection is escalated for an explicit account decision; it does not permit the member to continue receiving regulated work while that decision is pending.

Your registered telephone number and account must remain under your business's control. You must not sell or transfer the account, allow impersonation of the checked account holder, or misrepresent another person's identity or credentials. Lawful use of staff or subcontractors under the conditions above is not itself misuse. GetTheCall may request relevant evidence and restrict or suspend an account for a credible illegal-working, identity, credentials, safety, payment, or Platform-integrity concern, and may terminate under Section 12. You and your subcontractors must allow lawful enforcement action where illegal working is identified and the required compliance has not been established.

10No Guarantee of Work or Availability

GetTheCall does not promise any minimum number, frequency, location, type, value, or conversion rate of calls or jobs, or any revenue or profit. Demand, advertising performance, caller behaviour, the simultaneous-answer race, outages, and market conditions vary.

The Network Member may pause or stop Platform participation at any time. GetTheCall may change coverage, capacity, advertising, or Platform features and may temporarily suspend routing for maintenance, security, non-payment, invalid credentials, repeated non-response, safety, misuse, or legal reasons.

11Allocation of Liability

11.1 Work liability. Because GetTheCall is not a party to the works contract and does not control the work, the Network Member bears responsibility for its acts and omissions and for claims arising from its quotation, attendance, workmanship, materials, safety, pricing, regulatory compliance, or dealings with a Homeowner. GetTheCall remains responsible for its own acts and omissions and must exercise reasonable care and skill in providing the Platform.

11.2 Platform exclusions. Subject to Section 11.4 and only so far as lawful and reasonable under the Unfair Contract Terms Act 1977, GetTheCall is not liable for indirect or consequential loss, or loss of profit, revenue, business, opportunity, anticipated savings, goodwill, or data. GetTheCall does not warrant uninterrupted Platform availability or the accuracy of information supplied by a Homeowner or Network Member.

11.3 Cap. Subject to Section 11.4 and the statutory reasonableness requirement, GetTheCall's total aggregate liability arising from or in connection with the Platform or these Terms, whether in contract, tort (including negligence), misrepresentation, or otherwise, is limited to the greater of (a) £1,000 and (b) the Platform Fees paid or payable by the Network Member in the 12 months before the event giving rise to the claim.

11.4 Rights that remain. Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of a liability that cannot lawfully be excluded, or any liability to the extent an exclusion or limitation would not satisfy the applicable reasonableness test.

11.5 Proportionate indemnity. The Network Member will indemnify GetTheCall against a third-party claim, fine, loss, or reasonable legal cost to the extent caused by the Network Member's breach of these Terms, negligence, unlawful act, or work for a Homeowner. This indemnity does not cover loss caused by GetTheCall's own negligence, breach, or unlawful act and applies only to the extent lawful and reasonable.

12Suspension, Termination, and Survival

Pause and account closure. You may pause new calls or stop using the Platform at any time through the WhatsApp control service or support. This does not delete your account, waive any valid Platform Fee, or stop collection of an accrued debt. You may request account closure, but closure and deletion of the collectible account are blocked while valid unpaid fees or unresolved payment, refund, dispute, or financial claims require it to be retained. Keep using PAY NOW or support to resolve those matters; you do not have to keep taking new calls.

After financial matters are conclusively resolved, account closure follows the applicable recovery and retention process. GetTheCall retains records required for statutory duties, lawful debt recovery, disputes, and legal claims for the relevant period. That is not permission to retain unrelated personal data indefinitely or refuse a data right that applies. A refund genuinely due under Section 6 remains payable. Payment completion does not authorise overriding a newer manual pause or request to stop future participation.

Restrictions and suspension. GetTheCall may restrict or suspend routing for the reasons in Sections 3, 9, and 10, including while investigating safety, credentials, fraud, payment, data, or Platform-integrity concerns. GetTheCall will give the affected member a statement of the relevant facts and contractual grounds in a message they can retain, before or when the restriction takes effect, unless the law prohibits disclosure. The member may clarify the facts, provide evidence, and request human review through support.

Termination by GetTheCall. GetTheCall may terminate membership on the grounds listed in Section 12.1, subject to the safeguards below. Routing may be suspended immediately for persistent non-response so the inactive account stops occupying ring-group capacity during any required notice period. Where applicable law requires notice before termination of the whole service, GetTheCall will give at least 30 days' notice and reasons in a message you can retain. Earlier termination is permitted only where lawful, including where a legal obligation prevents that notice, an imperative reason under applicable law applies, or repeated breaches of these Terms can be demonstrated. The fifteen-miss threshold is an inactivity rule; it does not by itself establish a legal exception to notice or amount to a member's request to close their account. The ordinary automated closure process sends the reason and proposed closure date by email, waits at least 30 days after verified delivery, and rechecks the grounds before closing the account. Fixing the underlying issue cancels pending closure. Challenges can be raised through the closure contact below. Reasons will be provided without undue delay unless disclosure is legally prohibited. Immediate routing suspension does not automatically dispense with required termination notice. If a restriction or termination is reversed, access will be restored without undue delay, subject to continuing lawful eligibility requirements.

12.1 Grounds for closure by GetTheCall

The following grounds apply subject to the notice, reasons, review and retention safeguards in this section. Each decision must identify the relevant facts and applicable contractual ground. Listing a ground does not itself establish an exception permitting immediate termination.

• 12.1(a) Persistent non-response. Persistent failure to keep your available registered number reasonably reachable, including fifteen consecutive qualifying missed calls under the response policy. An individual ignored call or a declined job is not itself a breach. See Section 3.
• 12.1(b) Prolonged account inactivity. Your account remains inactive or paused after notices requesting reactivation and the stated deadline. Pausing is permitted; this ground concerns continued participation in the network, not a duty to accept jobs. See Sections 3 and 10.
• 12.1(c) Initial setup incomplete. The required initial payment-card or identity and right-to-work setup remains incomplete after the notified setup deadline. A delay solely caused by our review of submitted evidence is excluded. See Sections 5 and 9.
• 12.1(d) No current payment method. A valid payment card remains unavailable or expired after replacement notices and the stated deadline. See Section 5.
• 12.1(e) Identity or right-to-work verification rejected. Initial or subsequent verification ends in rejection of the registered member's identity or right-to-work evidence on the specific recorded grounds. The notice identifies the actual verification finding. See Section 9.
• 12.1(f) Right-to-work follow-up incomplete. A required right-to-work follow-up remains incomplete after the requested evidence, deadline and reminders have been communicated. See Section 9.
• 12.1(g) Required trade credential rejected. A final credential decision establishes that the required registration, identity, qualification or work scope has not been verified for the relevant trade. Pending evidence or an initial request to resubmit is not itself a final rejection. See Section 9.
• 12.1(h) Required trade credential not renewed. A required registration or applicable work scope has expired and remains unverified after renewal notices and the stated deadline. Regulated-trade routing remains unavailable while the required credential is unverified. See Section 9.
• 12.1(i) Added Heating account not verified. Initial Gas Safe verification for an added Heating account remains incomplete after its thirty-day setup period, excluding submitted evidence awaiting our review. This ground concerns the added Heating account and does not itself close an otherwise eligible Plumbing account. See Section 9.
• 12.1(j) Valid Platform Fees remain unpaid. Valid accrued Platform Fees remain unpaid after the debt and payment deadline have been explained. Billing challenges must be assessed under Section 6. Closure does not waive debt or override the financial-retention safeguards in this section. See Section 5.
• 12.1(k) Material or repeated breach. An evidenced material or repeated breach of an applicable obligation, including false identity or credential information, account impersonation or transfer, unlawful or unsafe conduct, prohibited advance callout charges, recording interference, Platform misuse, or refusal to provide required compliance assurance. The decision identifies the obligation and the specific conduct; lawful staffing or subcontracting is permitted under Section 9. See Sections 3, 5, 7, 9 and 13, as relevant.
• 12.1(l) Closure required by law. An applicable legal or regulatory obligation, binding direction, or imperative reason under applicable law requires termination. The actual requirement and its effect on the account must be identified so far as disclosure is lawful. See Sections 9 and 12.
• 12.1(m) Service discontinued. GetTheCall discontinues the service or the relevant trade or geographic coverage. The notice identifies the affected service and scope; this ground does not itself remove an applicable notice period. See Sections 10 and 12.

Sections concerning accrued payment, data, intellectual property, liability, disputes, and governing law survive termination so far as needed to give them effect.

13Intellectual Property

GetTheCall retains all rights in its advertisements, brands, domains, software, telephone numbers, recordings, routing logic, automation, and infrastructure. The Network Member receives only a limited, non-exclusive, revocable right to use the Platform for its business while the account is active and must not copy, reverse engineer, interfere with, or misuse it.

You retain rights in your own business name, logos, and other material you supply. You grant GetTheCall a non-exclusive licence to use those materials only to operate and present your participation in the Platform, including the public profile display you choose. You must have the necessary rights to supply them. This does not transfer ownership or override an image withdrawal or data-protection right. The service is promoted through EmergencyLines and its trade brands, local landing pages, search listings, and paid advertising; it may also be advertised on social media. No third-party affiliate programme is promised as part of membership.

14General

Variation. GetTheCall may vary these Terms for legal or regulatory changes, security, changes to the service or its costs, or correction of unclear wording. It will send the proposed wording and effective date in a form you can retain, such as email or a WhatsApp message with a retainable copy, at least 15 days before it takes effect. Longer notice will be given where reasonably needed for technical or commercial adaptation. You may end future participation before the change takes effect without an exit charge; valid existing fees remain payable and a debtor account remains subject to Section 12. Shorter notice is limited to a legal or regulatory obligation that prevents the normal period, or an unforeseen and imminent fraud, malware, spam, data-breach, or other cybersecurity danger. GetTheCall will explain an urgent change. A change does not retrospectively alter an accrued fee, accepted booking, or existing dispute. Posting a new date alone does not replace required notice, and silence alone does not waive a notice period.

Entire agreement. These Terms and the accepted onboarding acknowledgements form the business agreement about the Platform. The Privacy Policy explains processing; it is not a blanket consent or waiver of data rights. Marketing shorthand does not change the Agreed Job definition or the recorded agreement. Nothing excludes liability for fraud or fraudulent misrepresentation or any other right that cannot lawfully be excluded.

Severability and waiver. If a provision is unlawful or unenforceable, it will be limited or removed only to the minimum extent necessary and the rest remains effective. A delay in enforcing a right is not a waiver.

Governing law. These Terms and any non-contractual dispute are governed by the law of England and Wales. The courts of England and Wales have exclusive jurisdiction.

15Contact

Questions, billing challenges, requests for human review, and data requests can be raised through the account help form or the GetTheCall WhatsApp control service on +44 333 006 6499. For closure challenges, including after account access ends, email support@getthecall.uk; the operator monitors that inbox for these requests. If you cannot access those routes, you may write to the registered seat below. No provision requires a dispute to be resolved solely by an automated system or prevents legal proceedings.