Contractor terms and conditions

Overview of Callout Mate

Callout Mate Limited provide introductions to a nationwide network of experienced, fully qualified and vetted engineers (hereby referred to as “contractors”) who in turn supply reactive emergency response repair and maintenance works.

For you as a contractor, you’ll be introduced directly to the customer who needs emergency contractor attendance.

We communicate clearly (in writing) with both contractors and customers alike, to ensure our contractors are treated fairly and our customers are given an excellent service.

As a source of 100% free marketing and enquiries, we do not expect you to pay us any fees for introductions, including on any remedial work you undertake. 

Our job is purely to find the customer a contractor who can attend when they need someone – after that it’s over to you to as a qualified and respectable tradesperson to deal with the customer as you normally would (within generous pre-agreed rates for the first hour).

This makes working with Callout Mate very rewarding for our contractors, who are the backbone of our service. We look forward to supplying you with plenty of referrals to local customers!

Contractor/Supplier Terms and Conditions

Your access to and use of and the services (defined below), are subject exclusively to these Terms and Conditions below.

  • Definitions
    1. “Company” refers to Callout Mate Limited, whose company number is 14147283. And whose registered office is Suite 1C Maclaren House, Talbot Road, Stretford, Manchester M32 0FP
    2. “Customer” refers to the person who engages with Callout Mate Limited to provide their services
    3. “Contractor” refers to an engineer or tradesperson who performs their emergency repair services at the customer’s property
    4. “Works” refers to emergency repairs performed by attending contractors at the customer’s property
    5. “Service” or “Services” refers to the introduction of the customer to a contractor for the supply of works.

Callout Mate Limited provide introductions to a nationwide network of experienced, fully qualified and vetted engineers (hereby referred to as “contractors”) who in turn supply reactive emergency response repair and maintenance works.

These engineers are self-employed and are in no way employed, either as a direct employee or a subcontractor, by Callout Mate Limited.

Callout Mate Limited’s provision is that of a supplier-finding service or “introducer”. In accepting these terms and conditions you acknowledge that, while Callout Mate Limited makes every effort to vet contractors and ensure adequate qualifications, Callout Mate Limited will not be held in any way liable for the performance or outcome of the works provided by any contractor.

The service is always of urgent nature unless in writing otherwise.

  • Indemnity

Callout Mate Limited is a company that provides Contractors as quickly as possible and works on behalf of the Client but cannot guarantee that Contractors will attend to Clients within the time stated due to unforeseen circumstances. The company do not provide compensation for the Contractor failing to turn up on time and the Contractor is responsible for their own work from the arrival to the completion of the work.

  • Payments & Charges

By accepting a job provided by Callout Mate Limited, you fully accept that:

  1. The customer will be paying you after the completion of the first job and within a time frame agreed between you and the client
  2. You can only request payment up to the amount confirmed via SMS at the time of your acceptance of the works (plus parts if applicable) for the first hour of labour
  3. Your request for payment is specifically for one hour of labour only plus any parts required
  4. You are billing for the first hour of labour only, not any form of callout charge
  5. You can request the payment at the end of the first job and the client has the rights to pay you within 14 days of the receipt of the client receiving the invoice and;
  6. You are fully aware of the pre-action protocol before chasing a debt reference (
  7. Customers must be given more than a single form of payment method
  8. Travel time is not included as part of any time spent calculations for billing purposes

Furthermore, by accepting a job provided by Callout Mate Limited, you fully accept that the company is in no way responsible for any failure to make payment by the customer. All financial matters between the contractor and the customer are the responsibility of those parties only and the company therefore will have no involvement in disputes relating to this.

You also accept that customers will be provided with an invoice for works completed.

  • Remedial Works

Callout Mate requires no commission for any further works carried out on behalf of the customer. In accepting a job from Callout Mate Limited, the customer agrees to deal with the contractor directly and upon acceptance of the job by the contractor, thereby forms a direct working relationship with the contractor.

Callout Mate Limited will have no further involvement in the works once contractor attendance has been confirmed in writing (usually by SMS) to both parties (customer and contractor).

  • Works

By accepting a job provided by Callout Mate Limited, you confirm that you and/or the persons you instruct to carry out the works for the customer are fully competent to do so.

You also confirm that you are adequately insured and qualified to perform said works and should this not be the case, in accepting a job from Callout Mate Limited you are also accepting full liability for anything relating to the works requested.

  • Cancellations

Callout Mate Limited accepts no responsibility if a customer cancels the requested works after the job has been accepted in writing. 

Should a contractor attend the property they are within their rights to charge appropriate aborted job fees, providing this fee does not exceed the agreed fees confirmed via SMS at the time of booking.

Callout Mate Limited will not reimburse any contractor in the event of access refusal, non-attendance or cancellation of requested works by the customer and the contractor accepts that any disputes relating to this are between the contractor and the customer only.

It should be noted that Callout Mate Limited will make reasonable efforts to inform contractors should they be contacted and informed of the customer’s wish to cancel, but cannot be held responsible for any costs incurred by the contractor as a result of any cancellations or failure to inform contractor of cancellations by the customer.

  • Permits, Licenses, Regulations And Other Consents

It is the customer’s duty to ensure suitable permission, permits, licenses and all other consents from the owner/landlord/agent/organisation, and/or planning permission if necessary is obtained prior to works carried out by the company. Callout Mate Limited, and or contractors will not be held responsible, or liable if this has not been obtained.

Any work carried out on behalf of the company by contractors will be guaranteed under their own respective policies.

The company will not be liable or responsible for any damage or defect arising from work not fully guaranteed or where recommended work has not been carried out.

The customer shall be solely liable for any hazardous situation in respect of Gas Safe regulations, or gas warning notice issued, unless otherwise caused by our Gas Safe operative.

All Gas Safe engineers operate under their own Gas Safe registration, and as such are solely responsible for any gas related work and subsequent liability.

The company will use all reasonable efforts to deliver the service on time, but shall not be liable to the customer or any third party if the works prove impossible due to events or circumstances beyond the company’s reasonable control.

  • Disputes/Complaints/Concerns

Please do get in touch if you have any concerns. You can contact us via at the following methods:

  1. You can call us on: 07451 277 422
  2. You can email us at:
  3. Alternatively, you can write to us: Suite 1C Maclaren House, The Lancastrian Office Centre, Old Trafford, M32 0FP

Our initial response time to acknowledge your dispute is within 72hrs (Monday – Friday).

Our operations team is available Monday – Friday, 8am – 6pm.

  • Data Protection

All personal information that we may use will be collected, processed, and held in accordance with the provisions of EU Regulation 2016/679 General Data Protection Regulation “GDPR" and your rights under the GDPR. For complete details of our collection, processing, storage, and retention of personal data including, but not limited to, the purpose(s) for which personal data is used, the legal basis or bases for using it, details of Your rights and how to exercise them, and personal data sharing (where applicable), please refer to our privacy policy.

Callout Mate Limited may change these terms and conditions of use from time to time without notice. You should check these terms and conditions regularly. Your continued use of this service will be deemed to be acceptance of the updated or amended terms.

  • Governing Law

These terms and conditions are governed by and construed in accordance with the laws of England and Wales. Any dispute you have which relates to these terms and conditions, or your use of Callout Mate Ltd (whether it be contractual or non-contractual), will be subject to the exclusive jurisdiction of the courts of England and Wales.

  • Call Recording

All our calls are recorded for training and monitoring purposes. 

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