1. About these terms
These terms apply when you use the CallOut website, the CallOut app for homes, the CallOut app for engineers or the partner dashboard. CallOut is operated by CallOut Labs ("CallOut", "we", "us").
Please read them carefully. By creating an account or making a booking, you agree to them. Engineers and partners also agree to a separate agreement when they sign up, which applies alongside these terms; if the two differ, that agreement wins.
2. What CallOut does
CallOut is a marketplace and set of tools. We connect people who need gas, plumbing and electrical work with independent engineers we have checked, and we provide booking, communication, payment, job record and support tools.
The engineer's business does the work. Engineers on CallOut are independent businesses, not CallOut employees. When you accept an engineer's price, your contract for the work is with that engineer's business. They are responsible for the work, their workmanship and their compliance with the law, including gas safety law.
We check every engineer before their first job and at every door, as described on our Verified engineers page. Checks reduce risk; they cannot remove it.
3. Gas and other emergencies
CallOut is not an emergency service. If you smell gas, leave the property and call the National Gas Emergency line on 0800 111 999. If anyone is in danger, call 999.
You can still make a booking if you have smelt gas; we tell the engineer before they set off. If no engineer is available, we show you the emergency number and what to do.
4. Your account
- You must be 18 or over and give accurate information.
- Keep your account secure, and tell us straight away if you think someone else has used it.
- One account per person. Engineers must not let anyone else use their account; the face check at the door exists to stop this.
- You are responsible for what happens on your account.
5. Bookings, prices and approvals
Each engineer sets their own call-out fee and rates, and you see them before you book. An engineer may need to see the job before they can say how long it will take.
Nothing extra happens without approval. A new part, extra time or other change is shown with its cost and reason, and waits for your approval (or the approval of the partner paying for the job) before it is done. Parts are passed on at cost.
Give accurate information about the problem, the property, access and safety, including whether you can smell gas. An engineer can decline or stop work that is unsafe or different from what was described.
6. Paying
You pay in the app or on the secure link your engineer sends, by card or another method we offer, once the work is done and signed off. Payments are processed by our payment provider on the engineer's behalf.
Do not pay an engineer outside CallOut for a CallOut job. Paying in the app keeps your record, your protections and our help with any dispute.
If a partner arranged the job, the partner pays as agreed with us, and you are told if any amount is yours to pay.
7. Cancelling, and if an engineer does not turn up
You can cancel through the app. If you cancel after the engineer has set off, or once they have arrived, a fee may apply; it is shown before you confirm.
If your engineer does not turn up, your call-out fee is returned. If they cancel, you keep your place and we find you another verified engineer.
If you are not there when the engineer arrives, they will wait and try to contact you through CallOut. If they cannot reach you, the job may be cancelled and a fee may apply.
Nothing in these terms affects your rights as a consumer, including your right to cancel a contract made at a distance within 14 days. If you ask for work to start within that time, you may have to pay for work already done.
8. If something goes wrong
Tell us through Help in the app or at support@calloutlabs.com. A person will look at it, with the job record, and help you and the engineer put it right.
Under the Consumer Rights Act 2015, the engineer's work must be carried out with reasonable care and skill. If it is not, you can ask for it to be put right or for a price reduction.
9. How everyone must behave
Everyone on CallOut agrees to our Community Guidelines: be respectful, be safe, be honest, and never discriminate, harass or threaten anyone. We may suspend or close accounts that break them.
10. Engineers
Engineers agree to the Engineer Agreement when they sign up. It covers checks, prices, fees, payments, records, insurance and how accounts may be suspended. Engineers are independent businesses and decide when they work, which jobs they accept and the prices they charge.
11. Partners
Organisations that send jobs through the partner dashboard agree to a Partner Agreement covering approvals, spend limits, payment, data and service levels. The partner demo on our website uses made-up information and is for evaluation only.
12. Our content
CallOut's name, logo, apps, website, designs and content belong to us or our licensors. You may use them only to use CallOut. Do not copy, scrape, reverse engineer or misuse CallOut, or try to get around its security.
13. Our responsibility to you
We provide CallOut with reasonable care and skill. We are not responsible for the engineer's work, which is the engineer's responsibility, but we will help you resolve any problem.
We are not liable for losses that were not foreseeable, for business losses (for customers), or for events outside our reasonable control.
Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be limited by law.
14. Suspending or closing accounts
You can close your account at any time. We may suspend or close an account to protect people's safety, to prevent fraud, if these terms or our Community Guidelines are broken, or if the law requires it. Where it is safe to, we will tell you why.
15. Changes
We may update these terms. If a change is significant, we will tell you before it takes effect. If you keep using CallOut after that, the new terms apply.
16. The law
These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.
Questions about these terms: support@calloutlabs.com.