Terms of use

Draft for solicitor review. Not yet final.

Last updated: November 2026

Who we are

Mains is an online platform run by [company name and number], [registered address]. We are based in Coventry, UK. We connect households and letting agents with independent, self-employed engineers for plumbing, gas and heating, drains, electrics and locks.

Engineers are not our employees. Your contract for the repair work is with the engineer. We arrange the booking, take payment as the engineer's agent and keep a commission.

Prices

You see a fixed call-out fee before you book:

• £89 standard
• £129 evenings (6pm to 8am) and weekends
• £69 for a booked slot on a later day
• £75 for a gas safety check

All prices include VAT where it applies. The call-out covers travel, finding the fault and the first hour of work.

Paying and cancelling

We hold the call-out amount on your card when you book. We charge it when the engineer arrives. You can cancel for free until the engineer sets off.

If the engineer arrives, waits 15 minutes and cannot get in, we charge the call-out.

Extra work

If more work is needed, the engineer sends you a fixed quote in the app. Nothing more is done or charged until you approve it in the app. If you say no, you only pay the call-out.

You can also approve an optional "if it turns out worse" extra up front. We only charge it if it is needed, and the engineer must photograph why.

Urgent work and your rights

Urgent repairs you ask for start straight away. When you approve a quote, you ask for the work to start now. You accept that your right to cancel that work ends once it is completed, under the Consumer Contracts Regulations 2013.

This does not affect your legal rights under the Consumer Rights Act 2015.

Safety and photos

Before entering, the engineer shows a four-digit door code. Check it matches the code in your app. Engineers take photos of the fault, the area before work and the finished job.

Signing off the job

When the job is done, confirm it in the app. If you say nothing for 24 hours, we treat the job as confirmed. If something is wrong, report a problem instead. A person at Mains will review it.

Our 12 month guarantee

Work paid for through Mains is guaranteed for 12 months. If the same fault comes back, the return visit is free. The guarantee does not cover work you pay an engineer for directly, outside the app.

For engineers

• You are independent and self-employed. You choose when to go online and which jobs to accept.
• You supply your own tools, van and insurance.
• You must hold valid public liability insurance. For gas work, you must hold current Gas Safe registration.
• Mains keeps 15% commission on each job and pays the rest to you.
• You must not take payment for Mains jobs outside the app.
• We can pause your account if we have concerns about safety, quality or payment outside the app.

Contact us

Email hello@mainsapp.uk or write to [registered address].