Terms of Use

1What This Website Does

This website is a call dispatch platform for UK properties. The displayed phone number attempts to connect you directly to an available independent local emergency trade contractor (“Service Provider”). A connection or booking depends on availability and the contractor accepting your request. EmergencyLines does not perform emergency trade work, supply a quotation for it, or act as the contractor for your repair.

Any content, descriptions, or imagery on this website is generic and illustrative only. It is intended solely to help you initiate contact with a Service Provider.

Distance and travel-time estimates. Distances and driving times shown in postcode search results are estimates calculated between the postcode you enter and the postcode the Service Provider supplied during setup. They are not based on the Service Provider's actual location in real time. The calculations use available current and historical traffic information, which may miss incidents, road changes and other delays. They do not guarantee arrival time. Confirm the expected arrival time directly with the Service Provider.

One-hour dispatch target. Network members agree to make reasonable efforts to begin travelling within one hour of accepting an emergency booking, where possible. Dispatch means setting off, not arriving or completing a repair. Availability, distance, current commitments, weather, traffic, and safety can affect timing. The Service Provider should tell you their expected arrival time and any delay; EmergencyLines does not guarantee a one-hour departure or arrival.

2Call Recording

Connected conversations are normally recorded and automatically analysed under our legitimate interests in verifying bookings and preventing fraud. See our Privacy Policy for how long recordings and transcripts are kept.

If the contractor cannot take your job because of their qualifications, service area, equipment, the type of work, or safety or access concerns, we may send you a text explaining how to try another contractor. The contractor who declined will be temporarily excluded from that retry. You can contact us for human help.

3The Service Provider Relationship

The Service Provider you are connected with operates an independent business. They decide whether to accept the job and control their own methods, tools, quotation, and work. Ask for their name, business details, and contact information so you know who you are contracting with.

The Service Provider may arrange lawful work through their employees, qualified colleagues, or subcontractors. They are responsible for those arrangements, the required checks and qualifications, and explaining to you which business is responsible for the job. EmergencyLines does not attend properties or monitor who performs each job. Verification of a network member does not mean EmergencyLines has individually checked every person that member may use.

All pricing, scope of work, materials, timelines, warranties, and contractual obligations are governed exclusively by your agreement with the Service Provider. EmergencyLines is not a party to that agreement.

The Service Provider may decline to provide service at their discretion. EmergencyLines has no control over such decisions.

4Charges, Quotations, and Cancellation

No advance callout charge. Our member terms prohibit an advance callout or attendance charge as a condition of booking or travelling to an accepted job. The exception is a lawful cancellation charge if you cancel after agreeing the booking with the Service Provider. Any cancellation charge must have been explained and agreed with you before you became bound, including its amount or calculation basis, and must respect your statutory rights. Simply calling this website does not agree to such a charge.

The price is between you and the Service Provider. A final repair price may be impossible to give before inspection. The Service Provider is responsible for explaining any visit or assessment charge payable after attendance, the price or calculation basis, and other information required by consumer law at the relevant time. Agree the scope and charges before authorising work or additional costs. A callout charge is not automatically credited against a repair unless the Service Provider agrees to that. Deposits for separately agreed works or materials and other payment terms are matters for your direct agreement; “no upfront costs” does not mean the repair or materials are free.

Cancellation rights. Tell the Service Provider directly if you need to cancel or change a booking; a message to EmergencyLines alone may not reach them in time. Cancellation rights depend on the contract and circumstances. A request for urgent repairs or maintenance can affect the usual cancellation right, but does not automatically remove rights for extra work or goods outside that urgent request. The Service Provider is responsible for the required information and any lawful charge or refund. Nothing here makes every cancellation charge valid or requires you to pay an undisclosed or unfair charge.

EmergencyLines does not set, approve, negotiate, collect, or enforce the Service Provider's prices. If a member demands an advance callout charge contrary to the network rule, you can report it to us. That report is separate from your rights against the Service Provider.

5No Warranty from EmergencyLines

EmergencyLines does not give a workmanship or product warranty for the Service Provider's work and does not guarantee that a particular contractor will accept, attend, or complete a job. Any additional workmanship or product warranty is provided by the Service Provider or manufacturer.

These statements do not reduce the Service Provider's legal duties or your rights under your direct contract. EmergencyLines must exercise reasonable care and skill in its own service and remains responsible for its own statements and conduct.

6Credentials and Insurance

Network members must hold the registrations, qualifications, and permissions required for the specific work they undertake and the UK jurisdiction where it is performed. Our regulated-trade credential review checks supplied evidence against the relevant register and permitted scope at the time of review. A check is not a guarantee of future conduct, competence for every job, or continuing registration. The Service Provider must work within their lawful scope and keep their details current. You can ask for their credentials and check the relevant official register.

Public liability insurance is not a condition of membership. EmergencyLines does not verify or guarantee that a member has it, the amount of cover, or that a particular claim would be covered. If cover matters to you, ask the Service Provider for current evidence directly. A credential or identity check does not amount to insurance verification.

The Service Provider is responsible for truthful information and lawful work. That responsibility does not exclude any liability EmergencyLines has for its own checks, statements, negligence, or other conduct.

7Responsibility and Your Rights

The Service Provider is responsible for losses caused by their quotation, visit, work, materials, charges, or other conduct under your direct agreement. EmergencyLines is not responsible merely because that contractor received the call through this website. This does not release EmergencyLines from responsibility where its own breach, negligence, misleading statement, or other wrongful conduct causes loss.

Where EmergencyLines is responsible for a breach of its duties, it is responsible for loss and damage that is a foreseeable result. Loss is foreseeable if it was an obvious consequence or was known to both sides when the service was used. Website and telephone services may be interrupted; we do not guarantee continuous availability, but this does not exclude duties that apply to our own service.

For a workmanship, quotation, invoice, or attendance complaint, contact the Service Provider directly. You may also report a network member or complain about EmergencyLines's own conduct using Section 14. You are not required to pursue only the contractor where EmergencyLines is itself legally responsible.

Nothing in these Terms excludes or limits EmergencyLines's liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or limited under the law of England and Wales (including under the Consumer Rights Act 2015). Nothing in these Terms affects your statutory rights as a consumer.

8Prohibited Use

You agree not to use this website for unlawful, fraudulent, or harmful purposes, or to attempt to disrupt, copy, scrape, or reverse-engineer any part of the EmergencyLines system, branding, or design.

9Intellectual Property

All branding, system design, automation logic, and user interface elements on the EmergencyLines network are the property of Optqo Framework s.r.o. Unauthorised reproduction or distribution is strictly prohibited.

10Privacy

Our Privacy Policy explains how call and website data are handled and how to exercise your data rights. Using the website or accepting these Terms is not blanket consent to data processing or a waiver of those rights.

11Automated & AI-Assisted Systems

We use automated tools to check call outcomes, prevent misuse and help answer support messages. Some replies may be drafted or sent automatically.

Automated tools can make mistakes. Their messages provide general assistance, not professional, legal, financial or emergency trade advice.

12Governing Law

These Terms are governed by the laws of England and Wales. If you are a consumer living in Scotland or Northern Ireland, you retain the mandatory protections that apply where you live and may bring proceedings in the courts there. Nothing in these Terms affects any mandatory rights you may have under UK consumer law or requires you to give up an available court or statutory complaint route.

13Changes to These Terms

We may update these Terms to reflect legal, security, or service changes or to correct unclear wording. The updated version and date will appear here. Changes apply to future use; they do not rewrite an existing booking, change your contract with a Service Provider, or retrospectively remove rights relating to an earlier incident or complaint. Where notice is legally required for an ongoing relationship, we will give that notice before the change takes effect.

14Complaints and Contact

For questions, complaints about EmergencyLines, reports about a network member, or requests for human review, use the email or postal details below. Identify the relevant website, call date, and a way to contact you; do not send unnecessary payment, identity, or other sensitive information. Complaints about the Service Provider's charges or work should also be raised with that business directly. EmergencyLines cannot decide the works contract or order a contractor to pay you a refund.

You do not need a member account to complain. We will consider complaints about our service and reports about network members, respond as quickly as possible, and make reasonable efforts to resolve them. If you want a person to review an automated response, say so in your message.