Customer Terms of Service
Effective date: 4 September 2026 | Version 1.0
1. About TruePro
Yelvi Ltd trading as TruePro ("TruePro", "we", "us") operates a platform connecting customers with vetted tradespeople ("pros") in the United Kingdom. These Terms govern your use of the TruePro platform as a customer.
2. Eligibility
You must be 18 years or older and have capacity to contract under the law of England and Wales. By registering, you confirm you meet these requirements.
3. Job requests and quotes
When you submit a job request, TruePro broadcasts it to eligible pros in your area. Receiving quotes does not create a binding contract. A contract is formed only when you explicitly accept a quote and, where TruePro payment protection applies to that quote, complete payment.
4. Payment protection
Where a quote offers TruePro's payment protection, accepting it and paying through TruePro means your payment is processed and held securely by TruePro until the work is confirmed complete, and is not released to the pro before then. If you do not submit your review within 2 business days of the pro marking the job complete, funds will be automatically released to the pro. Not every quote offers TruePro payment protection — some pros invoice you directly with their own payment terms, in which case this section does not apply and section 4A below governs instead.
4A. Direct payment arrangements
Where a pro's quote or invoice sets out its own payment instructions rather than TruePro's payment protection, you pay the pro directly on the terms they state. TruePro is not a party to that payment, does not hold or guarantee those funds, and is not responsible for their collection or refund — but the resolution process in section 5 still applies to the underlying work.
5. Issues and resolution
You may report an issue with a completed job. Issues are handled according to TruePro's Resolution Policy. Where TruePro is holding payment under section 4, TruePro's decision determines how those funds are released, refunded, or split; where a pro invoiced you directly under section 4A, TruePro's decision is still binding on both parties, but since TruePro is not holding any funds, you and the pro are responsible for carrying it out yourselves. TruePro's decision is final for platform-level resolutions.
6. Reviews
Reviews submitted through TruePro are permanent and tied to the specific job. TruePro reserves the right to remove reviews that violate our community standards.
7. Prohibited conduct
You may not use TruePro to facilitate off-platform payments where TruePro's payment protection was chosen for a quote, submit false reviews, or engage in any fraudulent or unlawful activity. Violation may result in account suspension or ban.
8. Limitation of liability
TruePro is a platform facilitator and is not a party to the service contract between you and the pro. To the maximum extent permitted by law, TruePro's liability is limited to the transaction value of the job with an open case.
TruePro conducts identity, business, insurance, and accreditation checks on pros using the information and documents they provide and available third-party verification sources, but this process is not a guarantee of a pro's ongoing conduct, workmanship, solvency, or compliance. Verification badges and statements (e.g. "Identity Verified", "Fully Verified", "Insured") reflect the outcome of these checks at a point in time and are not a warranty by TruePro. To the maximum extent permitted by law, TruePro is not liable for any loss arising from a pro's fraud, misrepresentation, forged or fraudulent documentation, or a subsequent lapse in insurance or accreditation, even where TruePro's verification process did not detect it.
Nothing in these Terms limits or excludes any liability which cannot be limited or excluded under applicable law, including under the Consumer Rights Act 2015.
9. Governing law
These Terms are governed by the laws of England and Wales. Disputes are subject to the jurisdiction of the courts of England and Wales.
10. Changes to these Terms
We will notify you of material changes via email at least 14 days before they take effect. Continued use of the platform constitutes acceptance.
Yelvi Ltd trading as TruePro | Company No. 17249489 | support@truepro.uk