Terms of Service

Welcome to Trustnest. These Terms of Service ("Terms") govern your access to and use of the Trustnest website, mobile experience and related services (the "Service"), operated by Trustnest ("we", "us", "our"). By using the Service you agree to these Terms.

1. Who we are

Trustnest is a United Kingdom marketplace that helps families plan home adaptations and care for older adults, and connects them with independent local professionals ("Pros"). Trustnest is not a contractor, care provider, or insurer. We do not provide the services offered by Pros.

2. Eligibility

You must be at least 18 years old and able to enter into a binding contract under the laws of England & Wales to use the Service. By using Trustnest you confirm you meet these requirements.

3. Accounts

You're responsible for keeping your account credentials safe and for all activity on your account. Notify us immediately of any unauthorised use. We may suspend or close accounts that breach these Terms or our Acceptable Use Policy.

4. Customers

As a customer, you may submit information about your home and needs to receive a personalised plan and quotes from Pros. You decide whether to engage any Pro. Any contract for work is directly between you and the Pro — Trustnest is not a party to it.

5. Professionals (Pros)

As a Pro, you confirm that you (a) have the right to operate your business in the UK, (b) hold valid public liability insurance appropriate to the work you offer, and (c) comply with all relevant regulations (including, where applicable, Care Quality Commission registration, Gas Safe, NICEIC and similar). You must provide accurate information and respond to leads in good faith.

6. Verification

Trustnest may carry out checks on Pros, including reviewing insurance documents and identity. A "Verified" badge means we have reviewed the documents a Pro has provided — it does not constitute a warranty or guarantee of the Pro's work, fitness or conduct. We may revoke verification at any time.

7. Fees

Use of Trustnest is currently free for customers. Pros may be charged for subscriptions, lead credits or other paid features as set out at the point of purchase. Charges are non-refundable except where required by law or under our refund policy in force at the time of purchase.

8. User content

You retain ownership of content you submit (plans, messages, photos, reviews). You grant us a worldwide, royalty-free licence to host, display and use your content as needed to operate and improve the Service. Reviews must be honest, based on a real interaction, and comply with the Acceptable Use Policy.

9. Prohibited conduct

You must not misuse the Service. See the Acceptable Use Policy for the full list. Breach may result in account suspension, removal of content and legal action.

10. Disclaimers

The Service is provided "as is". Plans generated by Trustnest are informational only and do not replace professional medical, legal or building advice. We do not guarantee the availability, suitability, qualifications or conduct of any Pro listed.

11. Limitation of liability

To the maximum extent permitted by law, Trustnest is not liable for any indirect or consequential loss, loss of profits, loss of data, or for any work performed by Pros. Nothing in these Terms limits liability for death or personal injury caused by our negligence, fraud, or any liability that cannot be limited by law.

12. Termination

You may close your account at any time. We may suspend or terminate access if you breach these Terms or for any other lawful reason on reasonable notice.

13. Changes

We may update these Terms from time to time. We'll post the updated version here and, for material changes, give reasonable notice. Continued use after the effective date means you accept the changes.

14. Governing law

These Terms are governed by the laws of England & Wales. Disputes are subject to the exclusive jurisdiction of the courts of England & Wales.

15. Contact

Questions about these Terms? Email us at hello@trustnest.co.uk.