Terms & Conditions

These terms explain how this website may be used and how enquiries, bookings and service requests may be handled by Ace Rapid Response.

These terms are intended to apply to website visitors, customers making enquiries, customers requesting work, commercial customers, landlords, managing agents and applicants using the careers or contact features of the website.

Where a separate written quotation, booking confirmation, contractor agreement or customer agreement is provided, that document may contain additional or different terms. If there is a conflict, the specific written agreement should usually take priority for that job or relationship.

The information on this website is provided for general guidance only. It is not technical, legal, insurance, tax or safety advice.

We try to keep website information accurate and up to date, but service descriptions, coverage areas, response times, prices, availability and job opportunities may change without notice.

You must not misuse this website, attempt to access restricted areas without permission, interfere with security features, submit false information, upload malicious content or use the website for unlawful purposes.

Submitting a form, calling, emailing or sending a message through the website does not automatically create a confirmed booking or contract for work.

A booking is only confirmed when the scope, timing, availability, pricing basis and any relevant contracting party have been agreed.

For urgent work, availability may depend on the location, trade required, site conditions, access, parts, safety issues and whether a suitable operative is available.

Any response times shown or discussed are estimates only unless expressly confirmed in writing for a specific booking.

Ace Rapid Response may provide services directly, coordinate enquiries, introduce customers to available independent operatives, or arrange for suitable subcontractors or trade partners to attend where appropriate.

Engineers, technicians, tradespeople, subcontractors and operatives listed, introduced, allocated or matched through the platform may operate independently and may not be employees of Ace Rapid Response.

An independent engineer may be matched to your job where suitable. A qualified operative may be assigned where available. An available operative may attend where practical.

The exact role of Ace Rapid Response and the operative should be confirmed as part of the booking, quotation or job confirmation. This may include whether Ace Rapid Response is acting as service provider, coordinator, introducer, platform, subcontracting coordinator or administrative contact.

Nothing on this website should be treated as creating an employment, agency, partnership, joint venture or principal-agent relationship with any independent operative unless that relationship is expressly agreed in writing.

Any price, estimate, guide price, rate, callout charge or quotation may be based on the information available at the time and may change after inspection or if the scope of work changes.

A quotation may be withdrawn or revised if materials, labour, site conditions, access requirements, urgency, parking, congestion charges, specialist equipment or other relevant costs change.

If additional work, materials, safety measures or specialist attendance are required, this should be explained and agreed before proceeding where practical.

Where no fixed price has been agreed, charges may be calculated by hourly rate, day rate, callout rate, agreed job rate, materials, parking, travel, congestion charges, disposal costs or other reasonable costs connected with the work.

The work to be carried out should be based on the agreed booking, quotation, written description, job notes or instructions accepted for the job.

If your requirements change, you should tell us or the attending operative as soon as possible. Changes may affect price, timing, materials and availability.

An operative may decline, pause or stop work where the issue is outside their competence, outside the agreed scope, unsafe, inaccessible, unlawful, requires a specialist qualification, requires additional materials or requires a different trade.

You are responsible for giving accurate information about the property, issue, access, parking, hazards, permissions, isolation points, building restrictions and anything else that may affect the work.

You must ensure that safe and reasonable access is available at the agreed time. This includes access to relevant rooms, cupboards, meters, stopcocks, consumer units, lofts, gardens, outbuildings, communal areas or commercial spaces where required.

You must tell us in advance about known hazards, asbestos risks, electrical risks, gas risks, water leaks, structural issues, restricted spaces, aggressive animals, vulnerable occupants, parking restrictions or site rules.

You are responsible for obtaining landlord, tenant, freeholder, managing agent, building control, planning, leaseholder or other permissions where required.

If access is not available, the site is unsafe, information is inaccurate, or required permissions are missing, a charge may still apply for time, travel, attendance or cancelled work where reasonable.

Materials and parts may be supplied by Ace Rapid Response, an independent operative, a subcontractor, a supplier or the customer depending on the agreed arrangement.

Where parts are ordered specifically for your job, cancellation, return or restocking costs may apply.

Manufacturer warranties may apply to some products. Any manufacturer warranty is separate from any workmanship or service obligation and may be subject to the manufacturer’s own terms.

If you supply parts or materials, the attending operative may decide whether they are suitable. We are not responsible for faults caused by unsuitable, defective, incompatible or incorrectly supplied customer materials unless expressly agreed otherwise.

We will try to arrange attendance within agreed or reasonable timescales, but exact attendance times are not guaranteed unless expressly agreed.

Delays may occur because of traffic, weather, emergency jobs, supplier availability, parking, access issues, previous jobs overrunning, safety concerns, illness, vehicle issues or events outside reasonable control.

Where a delay occurs, we will try to communicate updates where practical.

Payment terms should be confirmed before work starts or before payment becomes due. This may include payment on completion, deposit, staged payment, invoice terms or agreed commercial account terms.

Invoices should be paid by the due date shown on the invoice or otherwise agreed in writing.

For commercial customers, late payment may lead to recovery of interest, costs or reasonable recovery charges where permitted by law and agreed terms.

You should not withhold payment unreasonably. If there is a genuine dispute, you should notify us promptly with details so the issue can be reviewed.

Cancellation terms may depend on whether you are a consumer, business customer, landlord, managing agent or commercial client, and whether urgent or bespoke work has been requested.

Consumers may have cancellation rights under applicable consumer protection rules for certain distance or off-premises contracts. Where urgent work is requested within a cooling-off period, you may be asked to confirm that work can begin before that period ends.

If you cancel after attendance has been arranged, parts have been ordered, travel has started, or work has begun, reasonable charges may apply where permitted by law.

Final cancellation wording should be reviewed before launch to ensure it matches the actual booking process and consumer information provided.

Where work is carried out, it should be performed with reasonable care and skill by a suitably competent person for the agreed task.

If you believe work is defective, incomplete or not in line with the agreed scope, you should notify us as soon as reasonably possible and provide job details, photographs and access for inspection where needed.

Any follow-up, rectification or refund will depend on the nature of the issue, the agreed contract, the role of Ace Rapid Response, the role of any independent operative, the materials used, payment status and your statutory rights.

Nothing in these terms affects rights that cannot lawfully be excluded or restricted.

Where independent operatives, subcontractors or trade partners are used, they may be expected to hold appropriate experience, tools, insurance, qualifications or accreditations for the work they accept.

Examples may include public liability insurance, driving licence, trade qualifications, DBS checks, Gas Safe registration, NICEIC, NAPIT, City & Guilds, Megaflo, SafeContractor or CHAS where relevant to the type of work.

Not every operative will hold every accreditation. The required qualification depends on the trade, task, legal requirements and job scope.

Gas work, electrical work and other regulated work should only be carried out by persons with the legally required competence and registration for that work.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any liability that cannot lawfully be excluded.

Subject to applicable law, Ace Rapid Response will not be responsible for losses caused by inaccurate information supplied by the customer, unsafe access, pre-existing defects, hidden conditions, third-party work, customer-supplied materials, misuse, wear and tear, lack of maintenance or events outside reasonable control.

Where Ace Rapid Response acts as a coordinator, introducer or platform for independent operatives, liability may depend on the exact role agreed for the job and the terms accepted by the customer and operative.

For business customers, liability for indirect loss, loss of profit, loss of business, loss of goodwill, loss of opportunity or consequential loss may be limited to the fullest extent permitted by law and the agreed contract.

Final limitation wording should be reviewed by a suitably qualified legal adviser before launch.

Careers and work opportunity pages may invite independent operatives, subcontractors, freelance partners or applicants to submit details.

Submitting an application does not guarantee work, employment, engagement, onboarding, approval or a minimum volume of jobs.

Applicants may be asked to provide contact details, work history, qualifications, insurance details, right-to-work information, DBS status, vehicle information, tools information and other details relevant to the role.

Applicants may upload a CV for private administrative review. CV access is restricted to authenticated administrators and does not guarantee that an application will progress.

Any operative relationship should be confirmed in a separate written onboarding, subcontractor, freelance or contractor agreement before work is accepted.

When you submit forms, enquiries, applications, newsletter signups or booking information, personal data may be collected and used to respond to you, manage enquiries, arrange work, handle applications, keep records, send notifications and meet legal or operational requirements.

Personal data may be processed through website forms, email systems, Telegram notifications, Resend emails, databases, analytics tools and other operational systems used by the business.

A separate Privacy Policy should explain what personal data is collected, why it is used, lawful bases, retention periods, sharing, processors, user rights and how to contact Ace Rapid Response.

Customers and applicants should not submit unnecessary sensitive information unless requested and relevant.

This website may use essential cookies or localStorage for basic site functions, security, form behaviour, user sessions, cookie preferences and user experience.

The website may also use analytics, marketing, conversion tracking, pixels or similar technologies where configured.

Non-essential analytics or marketing technologies should not be loaded until valid consent has been obtained, unless a legal exemption applies.

A separate Cookie Policy and cookie consent tool should explain the categories of cookies or similar technologies used and allow visitors to accept all, reject non-essential or manage preferences.

If you have a complaint, you should contact us as soon as possible with your name, contact details, job address, date of attendance, description of the issue and any relevant photographs or documents.

We will aim to review complaints reasonably and may need to speak with the customer, attending operative, subcontractor, supplier or other relevant person.

Where an independent operative or subcontractor carried out the work, the complaint process may involve that operative or their insurer depending on the issue and the agreed arrangement.

Website text, design, branding, images, graphics, code and other materials may be owned by or licensed to Ace Rapid Response unless stated otherwise.

You may view and use the website for ordinary personal or business enquiry purposes, but you must not copy, reproduce, scrape, republish or commercially exploit website content without permission.

These terms may be updated from time to time to reflect changes in the website, services, legal requirements, booking processes, technology or business operations.

The version displayed on this page applies to website use at the time you access it. Job-specific or booking-specific terms may be provided separately.

These terms and any dispute or claim arising out of or in connection with them are intended to be governed by the law of England and Wales, unless a different law applies by mandatory legal requirement or separate written agreement.

The courts of England and Wales are intended to have jurisdiction, subject to applicable consumer rights and any mandatory rules that apply.