Terms of Service

These Terms of Service form a contract between Patch ("we", "us", "Patch") and you or the business you represent ("Client", "you"). By signing up, paying an invoice, or using the portal, you accept these terms.

If you've signed a separate proposal, order form or statement of work with us, that document takes priority where it conflicts with these terms.

• Services — any of website builds, Lead CRM, local SEO, Google Ads management, Meta Ads management, organic social, reviews management, Google Business Profile management, and the portal.
• Patch (as in "your patch") — the combination of one trade and one town in which you are our exclusive client.
• Setup Fee — the one-off fee for onboarding, website build, and initial campaign setup.
• Retainer — the monthly fee for ongoing services.
• Ad Spend — money paid to Google, Meta or other advertising platforms. Separate from our fees.
• Deliverables — websites, ad creative, copy, reports, and other outputs produced under these terms.
• Client Materials — logos, photos, brand assets, and any information you supply.
• Portal — the Patch client portal and Lead CRM.

For as long as you're a paying client, we will not take on another business in the same trade in the same town as your primary patch. That's our commitment and it's the whole reason Patch exists.

"Town" means the town you selected (or that we agreed) when you claimed the patch. Boundaries between neighbouring towns are decided by us in good faith. Where a boundary is genuinely disputed, we'll agree it with you in writing before starting work in the disputed area.

Exclusivity applies within our client roster. It does not mean nobody else in your town markets themselves — it means we won't market them.

If your subscription ends or lapses, your patch is released and becomes available to other businesses.

We provide the Services described in your proposal, package or order form. In summary:

• Website + Lead CRM — a fast, SEO-friendly website with a lead-capture form that feeds directly into your CRM in the portal.
• Local SEO — Google Business Profile optimisation, citations, on-page SEO and location pages.
• Google Ads — search and call campaigns aimed at local high-intent enquiries.
• Meta Ads — Facebook/Instagram lead campaigns where it's the right fit.
• Organic social — a set number of posts per month.
• Reviews management — automated review requests and monitoring.

• Setup Fees are invoiced up front. Once work has begun, Setup Fees are non-refundable.
• Retainers are billed monthly in advance via Stripe. Your first month is prorated where applicable.
• Ad Spend is separate and paid by you — either directly on your own platform account or, if we hold the account, reimbursed. Ad Spend is never included in our fees unless the proposal expressly says so. Patch does not mark up Ad Spend unless agreed in writing.
• If an invoice is more than 7 days overdue we may pause active services, including live ad campaigns and website hosting, until it's paid. Interest and reasonable recovery costs may apply under the Late Payment of Commercial Debts (Interest) Act 1998.
• We may change prices with at least 30 days' written notice. If a new price doesn't suit you, you can cancel under clause 6.

• Minimum term is 3 months from the go-live date unless the proposal says otherwise. After that it's rolling monthly.
• Either party can end the agreement with 30 days' written notice.
• On cancellation: your patch is released; portal access continues for a short grace period so you can export your data; website hosting stops unless you've paid to migrate; ad accounts you own remain yours.
• We may terminate immediately for non-payment, material breach, illegal use, or conduct that could reasonably damage our reputation.

The outcome of any marketing activity depends on demand in your area, seasonality, your prices, how quickly you respond to leads, your review profile, the quality of the work you deliver, your competitors, and changes to platforms we don't own.

SEO specifically. Rankings on Google are decided by Google, not by us. Nobody — including any agency that tells you otherwise — can guarantee a specific ranking, a specific keyword position, a specific volume of traffic, a specific number of leads, or a specific timeline. Google's algorithm changes without notice and can move rankings up or down. We follow best practice and put real, measurable effort into your SEO, but we make no promise as to rankings, traffic, lead volume, cost per lead, or return on investment.

Paid ads. Meta, Google and other ad platforms can disapprove ads, suspend accounts, change auction dynamics, or change their costs at any time. We are not liable for their decisions.

Lead quality. Our job is to generate enquiries. Not every enquiry becomes a paid job. Turning enquiries into revenue is your job — quick replies, fair quotes, and doing the work well.

Any figures, forecasts, benchmarks, examples or case studies we share are illustrative only. They are not a promise of the results you'll get.

• Give us accurate business details and keep them up to date.
• Respond to enquiries and leads promptly — ideally within the hour; certainly the same working day.
• Respond to our requests for content, approvals and feedback within 3 working days. Delays on your side may delay launches and results.
• Keep any trade registrations, insurance and certifications current (Gas Safe, NICEIC, Part P, MCS, etc. as relevant).
• Don't ask us to publish anything misleading, illegal, or that breaches advertising standards.
• You are solely responsible for the trade work you deliver to your own customers. Patch is not a party to those jobs.

• Client Materials remain yours. You grant us a licence to use them to deliver the Services.
• Deliverables (website code, ad creative, copy, reports) are licensed to you for use in your business while your fees are paid. On full payment and cancellation, you can take the website and any ad accounts you own.
• We keep ownership of our underlying tools, templates, the Portal, our CRM platform, our AI systems, and anonymised learnings from aggregated data across clients.
• We may reference you as a client and show your work in case studies and marketing, unless you tell us in writing not to.

• You get a licence to use the Portal for the duration of your subscription.
• The data in your CRM belongs to you. We'll export it on request before cancellation.
• We aim for high uptime but don't guarantee 100%. Occasional scheduled maintenance may be needed.
• The AI first-responder feature drafts initial replies to inbound enquiries. Those replies are clearly labelled as AI. You are responsible for reviewing anything material before it's sent to a customer under your business name.

• You authorise us to access your Meta, Google and other accounts where relevant. You can revoke this at any time.
• Those platforms have their own terms. You must comply with them.
• We are not liable for platform outages, policy changes, account suspensions, or feature removals by third parties.

When a new client signs up via your referral link and pays their Setup Fee in full, we pay you a cash reward equal to 50% of that Setup Fee. The reward is paid by UK bank transfer to the account details you provide in your client portal, typically within 14 days of the referred client's Setup Fee clearing and any refund window expiring.

Rewards are cash — not credit against future Patch invoices, not exchangeable for services, and not transferable. We may withhold or reverse a reward if the referred client refunds, charges back, or cancels within 14 days of payment; if the referral does not appear genuine (self-referral, existing lead already in our pipeline, fake or duplicate sign-up, incentivised sign-ups made without the referred person's knowledge); or if you fail to provide valid payout details within 90 days of the reward becoming due. Rewards are gross of any tax; you're responsible for declaring them if required by HMRC.

Each party will keep the other's non-public information confidential and only use it to perform this agreement. This doesn't apply to information that is public, independently known, or must be disclosed by law.

Both parties will comply with UK GDPR and the Data Protection Act 2018. See our Privacy Policy for how we handle personal data as a controller. Where you use the Portal to store your own customers' data, we act as a processor on your instructions.

We'll provide the Services with reasonable care and skill. Beyond that, and to the fullest extent permitted by law, we make no other warranties, express or implied — including any warranty of merchantability, fitness for a particular purpose, or that the Services will produce any specific business result.

Without limiting the above, we specifically do not warrant any particular SEO ranking, keyword position, volume of website traffic, number of leads, conversion rate, revenue, or return on ad spend.

Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded by law.

Subject to that, our total liability to you for all claims arising under or in connection with this agreement is capped at the fees you paid us in the 3 months immediately before the event giving rise to the claim.

We are not liable for indirect, consequential, or special losses, including loss of profit, loss of goodwill, loss of business opportunity, loss of anticipated savings, wasted Ad Spend, or losses caused by third-party platform decisions.

You will indemnify us against any claim, loss or cost arising from (a) Client Materials infringing a third party's rights, (b) the trade work you deliver to your own customers, or (c) misuse of the Services in breach of these terms.

We may suspend or terminate the Services immediately if you don't pay, materially breach these terms, use the Services unlawfully, or engage in conduct that could reasonably damage our reputation or other clients' interests.

Neither party is liable for delays or failures caused by events outside its reasonable control — including outages of hosting or ad platforms, cyber-attacks, industrial action, natural disaster, or governmental action.

We may update these terms from time to time. Material changes will be notified with at least 30 days' notice. Continued use of the Services after the change takes effect means you accept the new terms.

• You may not assign this agreement without our written consent.
• Nothing in this agreement creates a partnership, agency or employment relationship.
• No one other than the parties has any rights under these terms (Contracts (Rights of Third Parties) Act 1999 excluded).
• These terms, together with any signed proposal or order form, are the entire agreement between us.
• If any clause is unenforceable, the rest still applies.

These terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction over any dispute.

hello@claimyourpatch.com for anything to do with these terms.