Last updated: 17 June 2026
Welcome. These terms are the agreement between you and Crimson Home Repair LTD ("we", "us", "our") when you book a handyman service through our website or apps. We've tried to keep the language plain — if anything is unclear, email us at complaints@crimsonhome.co.uk and we'll explain it.
By creating an account, requesting a quote, or booking a job, you confirm that you've read these terms, understood them, and agree to them. If you don't agree, please don't book — contact us first and we'll see if we can sort out your concern.
To save repeating ourselves:
Crimson Home Repair LTD is a company registered in England and Wales (Company No. 17160637), VAT No. GB1234567.
Registered office: 2 Vincent Close, Barnet, EN5 5NR, United Kingdom.
Reach us by email at repairs@crimsonhome.co.uk or by phone on 020 4652 2411.
To book through the platform you'll need to register an account. By registering, you confirm:
If you think someone else has accessed your account, change your password and tell us straight away. We can suspend or close an account if it's used for fraud, abuse, or anything that breaks these terms.
Bookings flow through three steps online: you describe the job, pick a date and time, and review the summary. When you click Confirm Booking you're making us an offer. The contract starts the moment we send you a confirmation email — not before.
We may decline a request without giving a reason. Common reasons we do: the work falls outside our service area, the postcode isn't covered yet, the job needs a specialist trade we don't carry, or our schedule is full. If we decline, any pre-authorised payment is released back to your card.
You can upload photos and short videos to help us understand the work. By uploading, you confirm you have the right to share them and you grant us permission to use them solely for the purposes of carrying out the job (e.g. preparing the right tools and materials, briefing the handyman). We won't share them publicly.
We offer two pricing models, and the model that applies is shown to you before you confirm.
Charged in time blocks (the block size and rate per block are visible at booking). The first block is the minimum charge. Travel time within the appointment window is included; any travel beyond what's reasonable to reach the next job is on us.
For larger or pre-scoped work we'll send you a written quote. A quote is fixed for the period stated on it — we won't increase it later for the work it covers, except where (a) you ask us to do additional work, (b) the scope changes after we get on site (for example, hidden damage we couldn't see beforehand), or (c) the quote contained an obvious error (such as a missing zero). In any of those cases, we'll explain the change before we proceed and you can choose whether to accept it.
Where we supply materials, we add a transparent 35% markup over the trade cost. This covers procurement, collection, returns of unused stock, and warranty support — and means you don't waste a Saturday morning at the merchants. You're welcome to supply your own materials instead; if you do, we can't guarantee any work that depends on those materials performing as expected.
If your address requires paid parking and free parking isn't available within a reasonable distance, the cost is added to your invoice at face value (no markup). Congestion / ULEZ charges within applicable London zones are similarly passed through. Material collection time over 30 minutes (round-trip) is chargeable at the relevant hourly rate; we'll always tell you in advance if a collection will exceed that.
Prices on the booking page are inclusive of VAT at the prevailing UK rate (currently 20%). VAT is shown as a separate line on your invoice. Your invoice is also a valid VAT invoice if you need it for business expenses.
We accept all major cards via Stripe. By confirming a booking you authorise us to charge the card on file for:
For trade and account customers we may agree invoiced terms (typically Net 14 days from job completion). Late payment accrues statutory interest at 8% above the Bank of England base rate under the Late Payment of Commercial Debts (Interest) Act 1998.
Because you book online, you're entering a "distance contract" under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You have 14 days from the day you receive your booking confirmation to cancel for any reason. To cancel, email repairs@crimsonhome.co.uk with your booking reference, or use the cancel button in your account.
One important exception: if you ask us to start the work within those 14 days (which most customers do, since most of our jobs happen within a week), and we begin the work, you lose the right to cancel for free for the portion already performed. You'll be charged for any work completed and any non-returnable materials we've procured up to the point of cancellation. You'll be told this clearly when you confirm a booking inside the 14-day window.
You can still cancel anytime; the fees depend on how much notice you give:
Occasionally we'll need to cancel — illness, vehicle breakdown, supplier issues. We'll tell you as soon as we know and offer the next available slot. If that doesn't work for you, you'll get a full refund of any payment made, with no further liability on either side.
If our handyman arrives within the booked arrival window and can't access the site (no answer, wrong address, locked gate without a key), we'll wait 15 minutes and then leave. The first hour / first block's labour is chargeable. We'll try to reach you on the contact number you gave us before applying any charge.
We stand behind our work. If anything we've done fails because of the workmanship — not normal wear, not external damage, not because something else broke — tell us within 12 months of the visit and we'll come back and put it right at no charge. The guarantee is in addition to your statutory rights under the Consumer Rights Act 2015, which gives you rights against us if a service isn't carried out with reasonable care and skill — those statutory rights aren't limited by anything in this section.
What the guarantee doesn't cover:
Some work in your home is regulated by law and can only be carried out by a person with the right registration:
Where your job needs any of these, our handyman will only do the parts they're qualified for. They'll either bring in, or recommend, an appropriately registered specialist. We're not liable for any work that turns out to need a specialist we're not qualified to provide — but we will tell you that's the case before any charge is incurred.
You agree to provide safe and legal access to the property, working power and lighting (or tell us in advance if these aren't available), and to ensure that vulnerable family members and pets are kept clear of the work area. You're also responsible for telling us about anything we should know — recent gas leaks, asbestos, structural concerns, vulnerable adults present, etc.
We may ask to take "before / after" photos of the work area. These are kept on file as a record of the job (so we can evidence what we did if a dispute arises) and are never published or shared with third parties.
Title to materials we supply passes to you when we've been paid in full for the job they're used on. Until then, materials remain our property — but the risk in them passes to you on delivery / installation.
From time to time we run promotional codes or a referral programme. The general rules:
By booking, you agree to receive operational messages about your booking — confirmations, day-before reminders, "the handyman is on the way" texts, invoices, follow-ups about completed work. These aren't marketing and you can't opt out of them while a booking is live, because we need them to deliver the service.
Marketing emails (offers, news, seasonal tips) are opt-in at registration and you can switch them off any time from your account preferences or by clicking unsubscribe in any marketing email. We never share your contact details with third parties for their marketing.
How we handle your personal information is set out in our Privacy Policy, which forms part of these terms. In short: we collect what we need to deliver the service, we don't sell your data, and you have full rights under UK GDPR to access, correct, export, or delete it.
We'd rather hear about a problem than let it sit. The fastest way to raise a formal concern is to email complaints@crimsonhome.co.uk with the booking reference and a short description. We'll acknowledge within 2 working days and aim to resolve within 14 working days. If we need longer (waiting on a part, scheduling a re-visit), we'll tell you why.
If we can't resolve a complaint to your satisfaction, you have the right to refer the dispute to an Alternative Dispute Resolution (ADR) provider. We don't currently subscribe to a specific ADR scheme, but we'll cooperate in good faith with any independent ADR provider you choose, and you of course retain the right to pursue the matter through the courts.
We carry public liability insurance and we take responsibility for damage caused by our handyman's negligence — for example, a flooring scratch made while moving tools through a hallway, or a wall mark from a poorly-positioned ladder. Tell us before we leave the property if you spot anything; documenting damage at the time makes it much easier for everyone to put right.
If something we did doesn't work properly — a fitting that fails, a finish that's poor, a job that needs redoing — our financial liability is capped at the price you paid for the job in question. In practice that means we'll either come back and redo the work, refund what you paid for it, or pay you the reasonable cost of getting another tradesperson to put it right, up to that amount.
For damage caused to your property by something our handyman did wrong (dropped tool, ladder mark, spilled paint and the like), our financial liability per incident is capped at the higher of (a) the price you paid for the job or (b) £250. Above that level, our public liability insurance is in place to handle anything substantial — please raise the claim with us in writing within 14 days of the visit so we can notify our insurer and progress it properly.
Nothing in these terms limits our liability for: death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or anything else that English law doesn't allow us to limit. Your statutory rights as a consumer under the Consumer Rights Act 2015 are also preserved in full and aren't affected by the caps in 16.1 or 16.2.
We're not liable for loss of profits, loss of business opportunity, loss of rent, or other indirect / consequential losses arising from a fault in our work. This is normal in services contracts and your statutory rights as a consumer are not affected.
Sometimes events beyond reasonable control prevent us from delivering — extreme weather, transport strikes, energy outages, pandemics, government restrictions. Where such an event materially affects a booking, we'll tell you and either rearrange or refund. Neither side is liable to the other for delays caused by genuine force majeure.
We may update these terms from time to time — for example, when the law changes, when we add a new service, or to clarify language. The "Last updated" date at the top always reflects the current version. For any material change (something that affects your existing rights or obligations), we'll email you at least 14 days before it takes effect, and any booking made before that date is governed by the version that was current when you booked.
These terms and any dispute arising under them are governed by the laws of England and Wales. Disputes are subject to the non-exclusive jurisdiction of the English courts — which means you can also bring a claim where you live if that's somewhere else in the UK.
Questions, feedback, complaints, or just want to talk something through? Email repairs@crimsonhome.co.uk or phone 020 4652 2411.
Postal address: 2 Vincent Close, Barnet, EN5 5NR, United Kingdom.