Trademate Terms and Conditiions
Updated March 2026
1. Introduction
2. Description of Services
3. Scope of Customer Communications
4. Setup Period
5. Client Responsibilities
6. Subscription & Payment
7. Third-Party Platforms
8. Reputation & Review Management
9. Phone & Messaging Services
10. Intellectual Property
11. Data Protection
12. Acceptable Use
13. Service Availability
14. Limitation of Liability
15. Termination
16. Refund Policy
17. Force Majeure
18. Governing Law
1. Introduction
These Terms & Conditions govern the services provided by Trademate (“we”, “us”, “our”) to the client (“you”, “your”, “the client”).
By purchasing or using any Trademate service, you agree to be bound by these Terms & Conditions.
Trademate provides tools and systems designed to assist tradespeople in managing customer enquiries, collecting reviews and strengthening their online reputation. While our services aim to support business growth and improve visibility, Trademate does not guarantee any specific level of enquiries, revenue or business outcomes.
2. Description of Services
Trademate provides systems and support designed to assist tradespeople with managing their online presence and customer enquiries.
Services may include, including but not limited to:
- Review collection and reputation management tools
- Automated systems supporting enquiry handling
- Website enquiry confirmations
- Phone enquiry confirmation and filtering
- Supporting systems designed to improve customer communication and reputation management
Services are delivered using proprietary systems and third-party infrastructure selected by Trademate.
To protect system integrity and maintain service quality, Trademate does not disclose internal technologies, workflows or operational infrastructure used to deliver services.
3. Scope of Customer Communications
Where required to deliver the service, Trademate systems may communicate with your customers in limited and defined circumstances. These include:
- Requesting customer reviews when triggered by the trader
- Confirming that a phone enquiry has been received
- Confirming that a website enquiry has been received
- Inviting customers who have left low reviews to contact a dedicated resolution inbox
- Offering solutions that have been pre-approved by the trader
Trademate will not:
- Provide service quotes or estimates
- Schedule appointments
- Provide service advice
- Deliver marketing campaigns or promotional offers
- Chase customers for payments
Trademate will not create or submit reviews on behalf of clients. Trademate acts solely as a systems provider and does not represent your business in any legal or contractual capacity.
4. Setup Period
Trademate requires up to 14 days to complete the setup of systems following payment and the provision of any required access.
Where services require access to a Google Business Profile or other third-party platforms, the setup period begins once the client has granted the required permissions.
During this period Trademate will configure systems, automations and integrations necessary to deliver the service.
5. Client Responsibilities
Clients remain solely responsible for the services they provide to their own customers.
Clients agree that they will:
- Deliver the services they advertise
- Deliver those services to an appropriate professional standard
- Conduct their business lawfully and honestly
- Provide accurate business information to Trademate
- Provide access to required platforms where necessary for service delivery
Where review collection systems are provided, the client must actively request reviews from their customers. Trademate provides automation tools to support this process but cannot trigger review requests without action from the client.
Trademate will not manage disputes where the client has harmed, misled or otherwise wronged their customer.
If a dispute escalates into legal proceedings, Trademate will cease involvement in the matter.
6. Subscription & Payment
Trademate services are available on either:
- A monthly rolling subscription, or
- An annual subscription offered at a discounted rate
Monthly subscriptions may be cancelled with 14 days written notice.
Annual subscriptions may be cancelled with 30 days written notice.
If an annual subscription is cancelled, service will continue until the end of the paid for period.
All payments are collected upfront via Stripe Checkout using card payment.
Trademate will not begin service delivery until payment has been successfully received.
If payment becomes more than 7 days overdue, Trademate reserves the right to suspend services until payment is brought up to date.
7. Third-Party Platforms
Trademate services rely on third-party platforms, infrastructure and APIs.
While we select reliable providers, Trademate does not guarantee uninterrupted availability of these services.
Trademate is not responsible for service interruptions, outages or functionality changes resulting from third-party platforms.
Where such changes occur, we will make reasonable efforts to maintain service functionality.
8. Reputation & Review Management
Trademate provides systems designed to assist businesses with collecting reviews and managing their online reputation.
Where appropriate, Trademate may assist with review responses or dispute management processes.
Trademate does not provide legal advice and does not act as a legal representative of the client’s business.
Any solutions offered to dissatisfied customers will only be those approved in advance by the trader.
Trademate cannot guarantee the removal, resolution or alteration of customer reviews.
A business’s reputation ultimately depends on the quality of service delivered by the client.
9. Phone & Messaging Services
Trademate may provide systems designed to support the handling of incoming phone calls or website enquiries.
These systems may filter potential spam calls and enquiries. However, Trademate does not guarantee that all spam communications will be prevented.
Where required for service delivery, phone numbers may be provisioned through regulated telecommunications providers.
Trademate systems will not provide quotes, schedule appointments or offer service advice to customers.
10. Intellectual Property
All Trademate systems, automations, workflows, software and operational processes remain the intellectual property of Trademate.
Clients are granted access to the service only for the duration of their active subscription.
No element of the Trademate service may be copied, replicated, reverse engineered, resold or redistributed.
11. Data Protection
Trademate processes limited personal data where necessary to deliver services.
This may include:
- customer phone numbers
- enquiry information
- review information
All data is handled in accordance with UK data protection laws and the General Data Protection Regulation (GDPR).
Trademate processes data solely for the purpose of delivering services and does not sell or distribute client or customer data to third parties.
The client remains responsible for ensuring they have appropriate permission to provide customer data to Trademate for the purposes of delivering the service.
12. Acceptable Use
Clients agree not to misuse Trademate systems or attempt to interfere with the operation of the service.
This includes, but is not limited to:
- attempting to bypass or manipulate system processes
- attempting to access restricted system components
- using the service for unlawful or fraudulent purposes
Trademate reserves the right to suspend services where misuse is detected.
13. Service Availability
Trademate aims to provide reliable services at all times.
However, uninterrupted service cannot be guaranteed due to factors including:
- third-party platform outages
- internet connectivity issues
- system maintenance
Where possible, maintenance and improvements will be carried out with minimal disruption.
14. Limitation of Liability
Trademate services are designed to support business operations but do not guarantee business results.
Trademate shall not be liable for:
- loss of profits
- loss of revenue
- loss of business opportunities
- reputational damage arising from client actions
To the fullest extent permitted by law, Trademate’s total liability shall not exceed the amount paid by the client for the previous three months of service.
15. Termination
Trademate reserves the right, at its sole discretion, to suspend or terminate services immediately without refund if a client:
- abuses Trademate staff
- abuses or attempts to exploit Trademate systems
- fails to make required payments
- provides false business information
- operates an unlawful or illegitimate business
- engages in conduct likely to damage Trademate’s reputation
Clients may terminate services in accordance with the notice periods defined in the subscription terms.
16. Refund Policy
Trademate services are non-refundable once payment has been made, except where required by law or at Trademate’s discretion.
17. Force Majeure
Trademate shall not be liable for failure or delay in performing services where such failure results from events beyond our reasonable control.
These events may include, but are not limited to:
- internet outages
- infrastructure failures
- cyber incidents
- natural disasters
- regulatory changes
- third-party platform failures
18. Governing Law
These Terms & Conditions are governed by the laws of England and Wales.
Any disputes arising in connection with these Terms shall be subject to the jurisdiction of the courts of England and Wales.
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