Effective Date: 30 July 2025
The following terms have the meanings set forth below when used in these Terms of Service:
Customer: An individual or entity seeking services through the Platform.
Elo Helper: An independent service provider offering services through the Platform.
Platform: The technology platform operated by Elo Applications Limited, including its website, mobile applications, and related services that connect Customers with Elo Helpers.
Service(s): The tasks or work performed by Elo Helpers for Customers, as booked through the Platform.
User: Any individual or entity using the Platform, including both Customers and Elo Helpers.
User Generated Content (“UGC”): Any content provided by Users to the Platform, including but not limited to profiles, reviews, ratings, messages, or other materials.
Privacy Policy: Elo’s policy governing the collection, use, and protection of personal data, available here.
UK GDPR: The United Kingdom General Data Protection Regulation, as applicable to the processing of personal data under these Terms.
1.1 Our Role Elo Applications Limited ("Elo," "we," "us," "our") operates a technology platform that connects customers (“you”) seeking services with independent service providers ("Elo Helpers", “you”). We are a marketplace facilitator only — we do not: (i) provide services directly to customers; (ii) employ or control Elo helpers; (iii) guarantee service quality or outcomes; (iv) act as an agent for either customers or Elo helpers.
When you book a service through our Platform, you enter into a direct contract with the Elo Helper providing that service. We are not a party to this contract and have no liability for: (i) service quality, completion, or outcomes; (ii) Elo Helper conduct or performance; (iii) disputes between customers and Elo Helpers.
All Elo Helpers are independent contractors who: (i) set their own availability and rates; (ii) provide their own equipment and materials; (iii) are responsible for their own tax obligations; (iv) must comply with applicable licensing and insurance requirements.
By using the Platform, you agree to these Terms of Service, which include the processing of your personal data as necessary for providing our services, in accordance with our Privacy Policy and UK GDPR. You explicitly consent to sharing limited profile information (e.g., name, photo, ratings, general location) with other users for service coordination, as outlined in our Privacy Policy. We have conducted a Legitimate Interests Assessment to ensure our data processing practices are lawful and balanced against your rights and freedoms. Please review our Privacy Policy for details on how we collect, use, and protect your personal data.
You must be at least 18 years old and legally capable of entering binding contracts to use the Platform.
As a customer, you agree to: (i) provide accurate booking information, including correct job location, suburb, and postcode, verified through our address confirmation pop-up; (ii) be present for scheduled services where appropriate; (iii) ensure safe access to your property; (iv) treat Elo Helpers with respect and professionalism; (v) pay for services as agreed; (vi) report issues promptly via the Platform; and (vii) claim from your personal insurance first in the event of any property damage, personal injury, or other losses arising from services provided by an Elo Helper, before seeking recourse through the Platform or the Elo Helper, unless otherwise required by law..
As an Elo Helper, you agree to: (i) maintain a valid right to work in the UK; (ii) provide services with reasonable skill and care; (iii) arrive punctually for bookings; (iv) comply with all applicable laws and regulations; (v) maintain appropriate insurance coverage; (vi) keep customer information confidential.
Elo Helpers must have legal authorisation to work in the UK. By registering, you confirm you: (i) hold valid UK citizenship, settled status, or work authorisation; (ii) will maintain valid documentation throughout Platform use; (iii) will notify us immediately of changes to your work authorisation status. Providing false information constitutes a material breach and may result in account termination.
We may facilitate background checks through third-party providers, but these: (i) do not guarantee safety, reliability, or service quality; (ii) are based on information available at the time; (iii) should not be your sole basis for trusting an Elo Helper; (iv) are provided "as-is" without warranty.
We implement measures to promote safety, including: (i) identity verification for Elo Helpers; (ii) secure payment processing through Stripe; (iii) user ratings and reviews to foster trust; (iv) customer support for reporting issues.
You accept full responsibility for: (i) your personal safety during service interactions; (ii) security of your property and belongings; (iii) verifying Elo Helper credentials if required; (iv) taking reasonable precautions when allowing property access.
We facilitate secure payments through our payment buffer system, whereby: (i) payment is authorised at booking; (ii) funds are held by Elo during service delivery; (iii) payment is released to the Elo Helper’s in-app wallet 48 hours after service completion; (iv) customers can raise disputes during the 48-hour hold period. Elo Helpers are paid out from their wallet fortnightly.
Service prices are set by Elo Helpers, who set their hourly rate per category. When submitting a job request, Customers input the time limit for job completion, or the
time they estimate the job will take to complete to inform the “Job Duration”. We may set a price floor per job category which is subject to change. Our platform fee is displayed before booking. All prices include applicable VAT, which is reflected in the total price and may be shown separately on receipts or invoices for clarity. Payment is due in full upon booking confirmation.
You may be entitled to a refund if: (i) service was not provided as described; (ii) the Elo Helper failed to show up without reasonable notice; or (iii) service quality was materially deficient, as determined by our investigation. Refunds are processed within 5-10 business days, subject to our dispute resolution process. No refunds will be issued if: (i) the customer confirms the job location via the address confirmation pop-up (verifying address, suburb, and postcode) and it is later found to be incorrect, resulting in additional time or costs for the Elo Helper; (ii) the customer fails to provide adequate conditions for the Elo Helper to perform the service (e.g., access to property, necessary tools, or safe working environment).
If Customer cancellation occurs more than 24 hours before the service, the Customer is entitled to a full refund. If Customer cancellation occurs less than 24 hours before the service, a service fee may apply. If an Elo Helper cancels less than 24 hours before the service, the Customer receives a full refund. Emergency cancellations are handled on a case by case basis.
The Platform includes features like user profiles, reviews, ratings, and messaging systems (“Community Features”) that allow Users to communicate. You agree to: (i) use Community Features only for relevant, lawful, and respectful communication related to services; (ii) understand that content in Community Features (e.g., reviews, profiles) is public and identified by your name or username; (iii)
acknowledge that we are not responsible for User actions or content in Community Features, though we may remove content violating these Terms; (iv) report objectionable content (e.g., harassment, illegal activity) to hello@elotheapp.com.
We may suspend your account pending investigation for: (i) breach of these Terms; (ii) safety concerns or complaints; (iii) fraudulent or abusive behaviour; (iv) failure to maintain required documentation; (v) non-payment of fees. We will notify you in writing, per applicable laws, with appeal instructions.
You may terminate your account at any time by ceasing Platform use and deactivating your account via settings. We may terminate your account or limit access if you breach these Terms or violate applicable laws, with written notice as required. Suspended or terminated users may not create new accounts under different identities or details. These Terms remain enforceable post-termination.
“User Generated Content” (UGC) includes profiles, reviews, ratings, messages, or other materials you provide to the Platform. You agree that: (i) UGC is your responsibility, not verified or endorsed by Elo; (ii) we may monitor or remove UGC that violates these Terms; (iii) you grant Elo a non-exclusive, worldwide, perpetual, royalty-free, sublicensable license to use, reproduce, modify, and display UGC for Platform operation, promotion, and improvement; (iv) your UGC will not: (a) be false or misleading; (b) infringe third-party rights (e.g., privacy, copyright); (c) violate laws (e.g., consumer protection, anti-discrimination); (d) be defamatory, obscene, or harmful; (e) contain viruses or malicious code; (f) misrepresent your affiliation with Elo; (v) you waive moral rights in UGC to the extent permitted by UK law and release
Elo from claims related to UGC use; (vi) report infringing or objectionable UGC to hello@elotheapp.com.
To the maximum extent permitted by law, our total liability to you is limited to the lower of: (i) £500; or (ii) the total amount you paid us in the 12 months before the claim.
We are not liable for: (i) indirect, consequential, or punitive damages; (ii) loss of profits, data, or business opportunities; (iii) property damage caused by Elo Helpers; (iv) personal injury caused by Elo Helpers; (v) theft or misconduct by Elo Helpers; (vi) service delays or cancellations.
The Platform is provided "as-is" without warranties. We do not guarantee: (i) continuous Platform availability; (ii) accuracy of user profiles or reviews; (iii) compatibility between customers and Elo Helpers; (iv) service outcomes or quality.
Nothing in these Terms affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015.
You agree to indemnify and hold us harmless from claims arising from: (i) your use of the Platform; (ii) your conduct during service interactions; (iii) your breach of these Terms; (iv) your breach of applicable laws; (v) any content you post on the Platform.
We will provide reasonable cooperation in defending claims and notify you promptly of relevant legal action.
In the first instance, disputes should be resolved directly between the Customer and the Elo Helper. If disputes remain unresolved, contact our support team to assist. We may investigate and determine refunds, with decisions final.
For disputes with Elo: (i) contact our customer service team first; (ii) we will attempt resolution within 30 days; (iii) unresolved disputes are subject to arbitration in London, England, under LCIA Arbitration Rules; (iv) you waive rights to class action or representative proceedings.
Claims must be brought within 6 months of the incident.
You retain ownership of any content you post. You grant us a license to use content for Platform operation, analytics, and marketing (in anonymised form where applicable). We protect your personal data per our Privacy Policy.
We reserve the right to: (i) modify Platform features or functionality; (ii) update these Terms with reasonable notice; (iii) suspend operations for maintenance; (iv) discontinue the Platform with 30 days' notice.
Certain services offered through the Platform have specific operational requirements and liability considerations. By booking or providing these services, you agree to comply with the following job-specific terms:
Customers must provide a detailed list of items to be assembled or mounted in the job request. This includes specifying the type, quantity, and any relevant details (e.g., brand, model, or assembly instructions) to ensure the Elo Helper can prepare adequately. Customers are responsible for ensuring all necessary parts, tools, or materials are available at the job location unless otherwise agreed with the Elo Helper in advance. Elo is not liable for delays, incomplete work, or damages resulting from inaccurate or incomplete job descriptions, missing parts, or inadequate working conditions provided by the Customer.
We recommend that Customers arrange payment for goods directly with the store or supplier to ensure seamless service delivery. Alternatively, Customers and Elo Helpers may agree that the Elo Helper pays upfront for the goods, with the Customer reimbursing the Elo Helper upon job completion. If the Customer and Elo Helper agree to the reimbursement arrangement, Elo is not responsible for: (i) any failure by the Customer to reimburse the Elo Helper; (ii) disputes arising from reimbursement arrangements; or (iii) any financial losses incurred by the Elo Helper due to non-payment by the Customer. Elo Helpers must provide proof of purchase (e.g., receipts) to the Customer upon delivery of goods. Customers are responsible for
verifying the goods and reimbursing the Elo Helper promptly if agreed. Elo is not liable for issues related to the quality, suitability, or delivery of goods purchased, as these are subject to the direct contract between the Customer and the Elo Helper.
The above job-specific requirements are not exhaustive and may be updated as new service categories are added to the Platform. Customers and Elo Helpers are responsible for communicating and agreeing on any additional job-specific details before service delivery. Elo is not a party to these agreements and bears no liability for their execution or outcomes.
These Terms are governed by English law, subject to the exclusive jurisdiction of English courts (except for arbitration matters).
We are not liable for delays or failures due to circumstances beyond our control (e.g., natural disasters, government actions, technical failures).
If any provision is unenforceable, the remaining provisions remain in effect.
We may update these Terms. Continued Platform use constitutes acceptance. Material changes will be notified via email or Platform notice.
For questions, contact:
Email: hello@elotheapp.com
Address: Elo Applications Limited, Flat 3, 38 Manchester Street, Marylebone, London, UK
By using the Platform, you acknowledge that you have read, understood, and agree to be bound by these Terms.