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Terms of Service

Last updated: 3 March 2026

These Terms of Service (“Terms”) govern your use of the Zapline website, applications, and related services (the “Service”) operated by Zapline (“Zapline”, “we”, “our”, or “us”).

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

1. About Zapline

Zapline is a digital platform designed to assist users in identifying and responding to household emergencies and to help connect users with suitable tradespeople when required.

The platform may provide:

  • AI-assisted troubleshooting and guidance

  • Issue triage for household emergencies

  • Connections with local tradespeople

  • Booking or communication tools

  • Payment and billing functionality

Zapline does not provide plumbing, electrical, locksmith, or repair services. Any physical work or repairs are carried out by independent third-party tradespeople.

2. Eligibility

You must be at least 18 years old to use the Service.

By using Zapline, you confirm that:

  • The information you provide is accurate and complete

  • You are authorised to request services for the property involved

  • You will use the Service in accordance with applicable laws

3. Use of the Service

Zapline grants you a limited, non-exclusive, non-transferable licence to access and use the Service for personal and lawful purposes.

You agree not to:

  • Use the platform for unlawful purposes

  • Provide false or misleading information

  • Attempt to interfere with or disrupt the Service

  • Attempt to access systems or data not intended for public access

  • Reverse engineer, copy, or replicate any part of the platform

We reserve the right to restrict or terminate access if the Service is misused.

4. AI Assistance and Guidance

Zapline may provide automated responses and guidance generated by artificial intelligence.

This information is provided for general guidance only and should not be considered professional advice.

While we aim to provide helpful and accurate information:

  • AI outputs may contain inaccuracies

  • Advice may not fully reflect your specific situation

  • A professional assessment may still be required

Zapline does not guarantee the accuracy or completeness of AI-generated responses.

In the case of serious emergencies (such as fire, gas leaks, or medical emergencies), you should contact the relevant emergency services immediately.

5. Tradespeople and Third-Party Services

Zapline may connect users with independent tradespeople.

Tradespeople available through the platform:

  • Are independent contractors

  • Are not employees or representatives of Zapline

  • Are responsible for their own services, pricing, and conduct

Zapline may conduct basic verification or onboarding checks, but we do not guarantee the quality, availability, or outcome of services performed by tradespeople.

Any agreement for work carried out is made directly between you and the tradesperson.

6. Payments

Some features of the Service may involve payment processing.

This may include:

  • Emergency call-out fees

  • Deposits or booking fees

  • Payment pre-authorisations

  • Charges for completed work

Where payments are processed through Zapline, we may act as a payment intermediary between users and tradespeople.

Payment terms may vary depending on the service provided and the individual tradesperson.

7. User Content and Information

When using the Service, you may submit information including:

  • Property details

  • Descriptions of issues

  • Photographs or videos

  • Contact information

You confirm that any information you provide:

  • Is accurate to the best of your knowledge

  • Does not infringe any third-party rights

  • Does not contain unlawful or harmful content

By submitting information, you grant Zapline permission to process and use it to provide the Service.

8. Platform Availability

Zapline aims to keep the Service available and functioning at all times.

However, we do not guarantee uninterrupted access.

The Service may occasionally be unavailable due to:

  • Maintenance

  • Technical issues

  • Third-party service outages

  • Infrastructure failures

Zapline will not be liable for any losses arising from temporary service disruption.

9. Limitation of Liability

To the fullest extent permitted by law, Zapline shall not be liable for:

  • Services performed by third-party tradespeople

  • Decisions made based on AI-generated guidance

  • Property damage resulting from third-party services

  • Delays in response times or availability of tradespeople

  • Indirect or consequential losses

Nothing in these Terms excludes liability that cannot be excluded under applicable law, including liability for death or personal injury caused by negligence.

10. Intellectual Property

All intellectual property relating to the Zapline platform, including:

  • Software

  • Design

  • Branding

  • Content and graphics

remains the property of Zapline or its licensors.

You may not reproduce, copy, or distribute any part of the platform without permission.

11. Privacy and Data

Your use of Zapline is also governed by our Privacy Policy, which explains how we collect, process, and store personal data.

By using the Service, you consent to the collection and processing of your data as described in the Privacy Policy.

12. Suspension and Termination

We reserve the right to suspend or terminate access to the Service if:

  • These Terms are violated

  • The platform is misused

  • Fraudulent activity is suspected

  • System security is threatened

13. Changes to the Terms

We may update these Terms from time to time.

Updated Terms will be published on this page, and the “Last updated” date will be revised accordingly.

Continued use of the Service after changes are published constitutes acceptance of the revised Terms.

14. Governing Law

These Terms are governed by the laws of England and Wales.

Any disputes arising from these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

15. Contact

If you have questions about these Terms of Service, please contact:

Email: support@zapline.co.uk

Website: https://zapline.co.uk