Terms of Service

1.1 Who these Terms apply to

These Terms apply to three groups of users:

• Clients - people who use the Jack app or web client to find and book services.
• Providers - independent tradespeople and firms who use the Pro Jack app to offer and deliver services.
• Visitors - anyone browsing the Platform without an account.

Some sections apply to only one group. Those sections are clearly labelled.

1.2 Relationship between the documents

These Terms are the master agreement. They work alongside:

• our Privacy Notice, which explains how we handle personal data;
• our Provider Supplement, which sets out additional terms for Providers;
• our Community Guidelines, which describe expected conduct;
• any service-specific terms shown to you at the point of booking.

If there is a conflict, the service-specific terms prevail for that booking, then the Provider Supplement (for Providers), then these Terms, then the Community Guidelines.

1.3 Changes to these Terms

We may update these Terms from time to time. If we make a material change, we will notify you in-app and by email at least 14 days before the change takes effect. Continued use after the effective date means you accept the updated Terms. If you do not accept them, you may close your account under section 18.

4.1 Who can use Jack

You must be at least 18 years old and able to form a binding contract under the law of England & Wales. Business users must be authorised to act on behalf of the entity they represent.

4.2 Accounts

You are responsible for the accuracy of your account information and for keeping your login credentials secure. You must notify us immediately at jack@wooia.net if you suspect unauthorised access to your account.

4.3 Verification

We may verify your identity, right to work, address, insurance, or qualifications at sign-up or at any time thereafter. Providers must complete our onboarding checks before they can accept Jobs. We may suspend access while verification is pending.

4.4 One account per person

You may hold one Client account and, separately, one Provider account. Creating duplicate accounts to avoid suspensions, reviews, or pricing is a material breach of these Terms.

6.1 Booking a Service

When you confirm a Booking, you are making a binding offer to the Provider to perform the Service at the price and time shown. The Booking is accepted when the Provider confirms it in Pro Jack, at which point a contract is formed between you and the Provider.

6.2 Quotes and estimates

Prices shown before booking are either:

• fixed prices, which do not change unless the scope changes and you approve the change in-app; or
• estimates, which may be revised on-site based on the actual work required. Any revision above the threshold disclosed at booking must be approved by you before work proceeds.

6.3 Access and site conditions

You must give the Provider safe and lawful access to the site at the scheduled time, disclose known hazards (asbestos, unsafe wiring, aggressive pets, etc.), and obtain any permissions required (landlord consent, building management, permits). If you do not, the Provider may leave and you may be charged the cancellation fee in section 9.

6.4 Changes, extras, and scope creep

If on-site conditions require additional work, the Provider will record it in Pro Jack, which will send you a variation request in the Jack app. Work does not proceed and charges do not accrue until you approve.

7.1 How Providers are engaged

A Provider is either:

• self-employed (a sole trader or operating through their own limited company); or
• employed or engaged by a Partner Company onboarded to the Platform.

Self-employed Providers are responsible for their own taxes, National Insurance, VAT (if applicable), insurance, tools, and compliance with all laws relevant to their trade. Partner Companies are responsible for PAYE, employer's liability insurance, supervision, right-to-work checks, and all other employer-law duties for the Providers they engage. In both cases, Providers are not our employees, agents, or workers, and nothing in these Terms creates an employment, agency, or partnership relationship between Spectre Agents and any Provider.

7.2 Accepting Jobs

Accepting a Job in Pro Jack forms a contract between the Provider (or their Partner Company, where applicable) and the Client on the terms disclosed at acceptance. You agree to:

• arrive at the agreed time or communicate delays in-app promptly;
• perform the Service to the standard in section 11;
• keep the Client informed of progress through Pro Jack state transitions (on-the-way, arrived, in-progress, complete);
• complete a truthful post-job summary, including photos where required by the service type.

7.3 Credentials, qualifications, and insurance

Before accepting Jobs, Providers (or their Partner Company on their behalf) must upload Credentials to the Platform - including identity documents, trade certifications, licences, and insurance certificates - so the Jack AI agent can verify them.

You warrant that the Credentials you upload are genuine, current, and belong to you, and that you hold all certifications, licences, registrations, and insurance required to lawfully perform the Services you accept (for example, Gas Safe, NICEIC, and public liability insurance to the minimum amount stated in the Provider Supplement). You must:

• keep Credentials up to date in Pro Jack;
• replace or renew any Credential before it expires;
• notify us within 5 business days if any Credential lapses, is suspended, or is revoked.

We (and the Jack AI agent) may suspend your ability to accept Jobs of a given type while Credentials are missing, expired, or under review. Uploading false or tampered Credentials is a material breach of these Terms and may be reported to the relevant regulator.

7.4 Non-circumvention

For 12 months after a Job, a Provider or Partner Company will not accept or solicit work from a Client introduced to them by the Platform outside the Platform. This protects our ability to process payments, honour guarantees, and handle disputes. Existing relationships you can reasonably evidence pre-dated your use of Jack are not restricted.

8.1 Payments are processed by us

All payments between Clients and Providers are processed by Spectre Agents or our payments partner on behalf of the Provider. Paying us discharges your obligation to pay the Provider to that extent.

8.2 When Clients are charged

For fixed-price Services, we authorise your payment method on booking and capture on Job completion. For estimated Services, we capture the final approved amount on Job completion. For subscription or repeat Services, we charge at the start of each billing period as disclosed at signup.

8.3 Taxes

Prices shown to Clients include VAT where applicable. Providers are responsible for accounting for their own taxes on amounts received.

8.4 Payouts to Providers

Providers are paid out on the schedule in the Provider Supplement, net of the Platform Fee and any refunds, chargebacks, or adjustments. We may withhold payouts where a dispute is open, fraud is suspected, or verification is incomplete.

8.5 Chargebacks and failed payments

If a payment fails, is reversed, or is charged back, you remain liable for the amount plus any reasonable recovery costs. Providers agree that the corresponding payout may be reversed.

8.6 No cash side-deals

Clients and Providers must not transact outside the Platform for Services initiated through the Platform. Off-platform payments forfeit our guarantees, dispute support, and insurance-facilitated cover, and may result in account suspension.

9.1 By the Client

You may cancel or reschedule in the Jack app. The fee depends on how close to the scheduled start time you cancel, and is shown clearly before you confirm the cancellation. As a guide:

• more than 24 hours before: no fee;
• 2-24 hours before: partial fee (typically 20-50%);
• under 2 hours or no-show: full fee may apply.

Specific thresholds are shown in-app at the time and override this guidance.

9.2 By the Provider

Providers may cancel in limited circumstances (illness, safety concerns, undisclosed site conditions). Repeated or late cancellations affect Provider standing and may lead to suspension under section 18. Where the Provider cancels, the Client is not charged and we will help rebook where possible.

9.3 Force majeure

Neither party is liable for delays or cancellations caused by events outside reasonable control (severe weather, strikes, utility outages, public emergencies). We will work with you to reschedule.

10.1 Raising a dispute

If something is wrong with a Service, raise it in the Jack app within 14 days of Job completion. Include photos and a description. We will acknowledge within 2 business days and aim to resolve within 10 business days.

10.2 How we decide

We review evidence from both sides (Client, Provider, Platform logs, photos, messages) and apply a fair, documented process. We may:

• refund all or part of the Service Fee;
• require the Provider to return to remedy the work within a reasonable period;
• arrange a replacement Provider;
• escalate to insurance where appropriate.

10.3 The Jack Guarantee

For eligible Services booked and paid through the Platform, we will either put the work right or refund it if a Provider fails to deliver to the standard in section 11. The Guarantee does not replace your statutory rights - it sits on top of them.

10.4 Limits

The Guarantee does not cover damage caused by pre-existing site conditions you failed to disclose, wear and tear, changes you authorised, or work performed off-platform. Maximum Guarantee cover per Booking is disclosed at the point of booking.

14.1 Your content

You retain ownership of Content you submit. You grant us a worldwide, royalty-free, non-exclusive, transferable licence to host, store, reproduce, display, and adapt your Content for the purpose of operating, improving, and promoting the Platform, including in marketing materials where you have not opted out in settings.

14.2 Our platform

The Platform, including the Jack and Pro Jack apps, our designs, logos, source code, and data, is owned by or licensed to Spectre Agents. You may not copy, reverse-engineer, scrape, or create derivative works except as expressly permitted by law.

14.3 Feedback

If you send us suggestions, we may use them without restriction or compensation.

17.1 Between you and the Provider

Your primary recourse for the quality or outcome of a Service is against the Provider that performed it, supported by the Jack Guarantee (section 10) where applicable.

17.2 Our liability to you

We are liable for losses you suffer as a direct and foreseeable result of our breach of these Terms or our negligence. Subject to section 16 and the following paragraph, our aggregate liability to you in any 12-month period is capped at the greater of (a) £500 or (b) the total Service Fees paid through the Platform by or to you in that period.

17.3 What we are not liable for

To the extent permitted by law, we are not liable for:

• acts or omissions of Providers or Clients (beyond our marketplace role);
• loss of profit, business, revenue, data, or anticipated savings;
• indirect or consequential loss;
• events outside our reasonable control (section 9.3).

17.4 Indemnity (Providers)

Providers indemnify us against claims, losses, and costs arising from: (i) Services they perform; (ii) their breach of law, qualifications, or insurance warranties; or (iii) their Content. This indemnity does not apply to the extent we caused or contributed to the loss.

18.1 By you

You may close your account at any time in settings. Closure does not cancel Bookings already in progress or unpaid amounts owed.

18.2 By us

We may suspend or terminate your access, immediately where necessary, if you:

• materially breach these Terms, the Provider Supplement, or the Community Guidelines;
• fail verification or let qualifications or insurance lapse (Providers);
• act unsafely, unlawfully, or fraudulently;
• expose us, other users, or the public to material risk.

Where practical we will tell you why and give you a chance to respond. Sections intended to survive termination (payments owed, liability, IP, governing law) do survive.