Terms & Conditions for Service Providers

Important Marketplace Disclaimers

• Lead Generation Only: The Exterior Experts Ltd is a software platform and lead generator only — we are not an exterior cleaning service provider.
• No Quality Guarantees: We do not warrant, audit, or guarantee the quality, safety, or legality of your physical work — you are solely liable for the services you deliver.
• Direct Privity of Contract: The contract for physical exterior maintenance is formed strictly between you (the Cleaner) and the Homeowner. The Exterior Experts Ltd is not a party to this contract, nor do we accept vicarious liability.

1. The Service

The Exterior Experts Ltd provides lead generation, customer image attachment, lead notifications by email and SMS, and automated route density mapping. We do not guarantee lead conversion rates, customer response times, or homeowner payments. You acknowledge that all work contracts are direct business-to-consumer transactions.

2. Membership Tiers, Vetting & Insurance

• Bronze: Free registration. You receive a daily digest of new leads in your chosen zones but cannot claim leads.
• Silver: Requires verified photo ID and valid Public Liability Insurance with a minimum cover of £1,000,000. Silver members can claim leads in their zones.
• Gold: Requires Public Liability Insurance with a minimum cover of £5,000,000 and an active monthly subscription. Gold members receive new lead notifications before Silver members and can access commercial leads.
• Insurance Expiration Protocol: If your policy expires, you will receive an automated prompt to upload your renewed policy. Until your renewed policy is verified, your account will be moved to Bronze and you will not be able to claim leads. Your tier is restored once your renewal is verified. You have thirty (30) days from the expiry date to upload your renewed policy.
• Token Forfeiture: Failure to provide updated verification documents within the 30-day grace period will result in the automated forfeiture and cancellation of all permanent tokens held on your account.
• Subscription Tokens: Standard monthly subscription tokens are subject to a strict 30-day renewal and aging period. These tokens will continue to age and expire during an insurance lapse and will not be paused or extended.
• Regulatory Compliance: You agree to fully comply with the Work at Height Regulations 2005, use appropriate safety equipment, and manage your own transport and parking, including local parking, congestion and emissions-zone (e.g. ULEZ) rules in the areas you cover.

3. Leads, Notifications, Limits & Non-Circumvention

• Lead Notifications: We notify you of new leads in your zones by email and, where you have provided a mobile number, by SMS. Notification timing depends on your tier. You can switch SMS alerts on or off in your Notification Preferences, or reply STOP to any SMS. Essential account messages (for example, insurance expiry reminders) may still be sent by email.
• Providers per Lead: Each lead may be purchased by up to the maximum number of providers set for that lead, which will never be more than three (3). Some leads are exclusive to a single provider.
• Lead Availability: Leads that remain unclaimed may be closed and removed from the marketplace, normally thirty (30) days after submission.
• Purpose Strictness: You must not use lead data or property images to offer unrequested additional services (e.g., offering roof cleaning when the customer only requested a residential window clean) unless the homeowner explicitly invites you to do so.
• Platform Circumvention: Any attempt to harvest client information to bypass platform fees, manipulate tokens, or take transactions off-platform will result in an immediate, permanent ban and forfeiture of outstanding credits.

4. Disputes, Discrepancies & Account Credits

• Valid Grounds for Refund: Credits or refunds are only issued for verified invalid contact details (e.g., a disconnected phone number) or demonstrably fraudulent "hoax" submissions.
• The Dispute Window: All dispute claims must be submitted through the provider portal within seven (7) days of the initial lead purchase.
• Final Decision: The Exterior Experts Ltd retains administrative discretion over credit allocations, and dispute decisions made by our administration team are final.

5. Professional Conduct

You agree to contact every lead you purchase within one working day of receiving it. When making contact, you must explain that you are responding to the request they submitted via The Exterior Experts, to prevent confusion and maintain platform trust.

6. Data Protection

You must handle all customer personal data and property images in line with our [Data Sharing Agreement](/legal/dsa), which forms part of these terms.

7. Limitation of Liability

The Exterior Experts Ltd, its directors, and its technical operators are not liable for any property damage, third-party injuries, contract defaults, or financial losses resulting from your physical work on-site. You operate entirely as an independent contractor, not as an employee, subcontractor, partner, or joint-venture agent of the platform. Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, for fraud, or for any other liability that cannot be limited or excluded by law.

8. Changes to These Terms

We may update these terms from time to time. We will email you at least fourteen (14) days before any material change takes effect, and all previous versions remain available on our website. Continuing to use the platform after the effective date means you accept the updated terms.

By checking the consent box during registration, you agree to be bound by these Terms & Conditions. These terms are governed by the laws of England and Wales.