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Terms & Conditions

Last updated: 3 March 2026

Welcome to Zapline.

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

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.

1. About Zapline

Zapline is a digital platform designed to assist users in diagnosing and responding to household emergencies and to connect users with appropriate tradespeople where required.

Zapline may provide:

  • AI-assisted troubleshooting and triage

  • Recommendations for emergency actions

  • Connections to qualified tradespeople

  • Booking or communication tools

  • Payment or pre-authorisation facilities

Zapline does not itself provide plumbing, electrical, locksmith, or repair services.

All physical services are performed 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

  • You are authorised to request services for the property involved

  • You will use the platform lawfully

3. AI Guidance and Emergency Advice

Zapline may provide automated guidance using artificial intelligence.

This information is intended to help you understand potential issues and next steps but should not be relied upon as professional advice.

While we strive for accuracy:

  • AI responses may be incomplete or incorrect

  • Situations may require professional assessment

  • Advice may not reflect the specific circumstances of your property

Zapline accepts no liability for actions taken based solely on automated guidance.

In situations involving immediate danger, fire, gas leaks, or medical emergencies, you should contact emergency services immediately.

4. Third-Party Tradespeople

Zapline may connect users with independent tradespeople.

These tradespeople:

  • Are not employees of Zapline

  • Operate their own businesses

  • Are responsible for the services they provide

Zapline may perform basic vetting or verification steps but does not guarantee the quality, availability, or performance of any tradesperson.

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

5. Payments and Charges

Some services on Zapline may involve fees, deposits, or payment pre-authorisations.

These may include:

  • Call-out fees

  • Emergency response charges

  • Service booking deposits

  • Pre-authorised payment holds

You will be informed of any applicable charges before they are processed.

Zapline may act as a payment facilitator between users and tradespeople where applicable.

Refund policies may vary depending on the nature of the service and the individual tradesperson.

6. User Responsibilities

When using Zapline, you agree to:

  • Provide accurate descriptions of the issue

  • Provide correct property details and contact information

  • Follow reasonable safety guidance

  • Treat tradespeople respectfully

You must not:

  • Provide false emergency reports

  • Attempt to misuse the platform

  • Upload malicious or unlawful content

  • Attempt to disrupt or reverse engineer the Service

7. Platform Availability

We aim to keep Zapline available at all times, however we do not guarantee uninterrupted access.

The Service may occasionally be unavailable due to:

  • Maintenance

  • Technical failures

  • Third-party outages

  • Infrastructure issues

Zapline will not be liable for any losses arising from temporary platform downtime.

8. Limitation of Liability

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

  • Work performed by independent tradespeople

  • Damage arising from incorrect issue descriptions

  • Decisions made based on automated advice

  • Delays in service response

  • Indirect or consequential losses

Nothing in these Terms excludes liability for:

  • Death or personal injury caused by negligence

  • Fraud or fraudulent misrepresentation

  • Any liability that cannot be excluded under UK law

9. Intellectual Property

All content on the Zapline platform, including but not limited to:

  • Software

  • Branding

  • Logos

  • Design

  • Text and graphics

is owned by Zapline or licensed to us.

You may not reproduce, copy, or distribute any part of the Service without prior written permission.

10. Privacy

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

By using the Service you agree to the processing of data as described in the Privacy Policy.

11. Suspension or Termination

Zapline reserves the right to suspend or terminate access to the Service if a user:

  • Violates these Terms

  • Misuses the platform

  • Attempts fraudulent activity

  • Interferes with system operation

12. Changes to These Terms

We may update these Terms periodically.

When changes are made:

  • The updated version will be posted on this page

  • The “Last updated” date will be revised

Continued use of the Service constitutes acceptance of the updated Terms.

13. 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.

14. Contact

If you have questions about these Terms, you may contact us at:

Email: support@zapline.co.uk

Website: https://zapline.co.uk