Last updated: December 2024
1. WHO WE ARE
The CanCan website app (the "Platform") is operated by The Services Platform Limited, a company registered in England with number 15668215 and registered office at Mermaid House, 2 Puddle Dock, London, England, EC4V 3DB, with VAT registration number 465896528 and ICO registration number ZB796133 (“CanCan”, “us”, “we” or “our”).
2.1 CanCan allows you to book a wide range of home services (as described on the Platform) all through one account. A record of the services you book is stored in your CanCan account.
2.2 CanCan delivers the services via approved sub-contractors, selected for their trade, location and their availability at the requested time. The sub-contractors are approved based on strict criteria, including identification, certification and insurance and their ongoing performance is actively monitored and managed by us.
2.3 We aim to make the Platform available 24/7 but will take it offline as required for maintenance. We will give you as much notice of such downtime as is reasonably possible.
3. MAKING A BOOKING
To book, you choose the service you require and choose a date and arrival window time. From you, we need your name, address and contact details. You can provide a brief description of the anticipated works.
3. JOB COMPLETION
CanCan will propose to you, via an email, when the job is complete. It will be deemed to be complete after 24 hours if we do not hear otherwise from you.
4. HOW WE CHARGE
We charge based on hourly rates. There is a minimum one hour charge, which is paid upfront when you make the booking. Anytime after the first hour is charged (to the nearest 15 minutes) once the job is complete. Materials bought are all subject to a standard 20% buying charge.
5. PAYMENT METHOD
Payment is via card. You consent to allow us to save your payment method for future use. We do not store your card details; this is done securely by our payment processor. You agree that we can initiate a payment - this will be for completed work based on the charging structure outlined above. You cannot pay the sub-contractor and the sub-contractor is unable to take payment from you.
6. AMENDING YOUR BOOKING
You can amend your booking once at no cost.
7. CANCELLING YOUR BOOKING
You can cancel your booking anytime up to midday the day before and receive a full refund. Where you have agreed that we may begin to provide services straight away, then we will deduct from any refund a reasonable amount in respect of the services or parts provided and any expenses we have incurred up to the point you cancel. Refunds are via the method you used for payment. You can cancel through the Platform, or by using the form available here : cancellationform.html.
8. HOW TO GET IN TOUCH IF SOMETHING GOES WRONG
If something is wrong, or you wish to complain, please email us at contactus@cancan.uk. We will acknowledge receipt and endeavour to address a complaint as soon as reasonably possible.
8. YOUR DATA AND YOUR RIGHTS
8.1 We will treat all data in accordance with the UK’s Data Protection Act. Our Privacy Notice can be found via the Platform.
8.2 If you are a consumer (where you are using the Platform for purposes outside your trade, craft or profession) you have legal rights in relation to products and services, as summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk.
Summary of your key legal rights
If we provide goods, for example where we supply you with parts when carrying out works, the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:
- Up to 30 days: if your goods are faulty, then you can get a refund.
- Up to six months: if your goods cannot be repaired or replaced, then you are entitled to a full refund, in most cases.
- Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.
For services, such as works we carry out, the Consumer Rights Act 2015 says:
- You can ask us to repeat or fix a service if it is not carried out with reasonable care and skill or get some money back if we cannot fix it.
- If a time (and therefore a price) has not been agreed upfront, it must be carried out within a reasonable time.
9. WHEN WE MIGHT SUSPEND OR END THE SUPPLY OF GOODS OR SERVICES
9.1 We may suspend goods or services to deal with technical problems or make minor technical changes, to address changes in the works required or changes in the information you provide to us, to account for delays in receiving parts we need, or to update or change goods or services to reflect changes in relevant laws and regulatory requirements. If this happens, we will let you know, may adjust the price, and may allow you to terminate.
9.2 If we suspend supply for more than one month, you can cancel your booking through the Platform, and if you cancel under those circumstances, or we cancel our contract with you (which we may do if we stop providing a product or service) we will refund any sums you have paid in advance for products or services you will not receive.
9.3 We can end our contract with you and claim any compensation due to us if: you do not make any payment to us when it is due and you still do not make payment within 14 days of our reminding you that payment is due; you do not, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide goods or services; or you do not, within a reasonable time, allow us to provide goods or services.
10. LIABILITY AND COMPENSATION
10.1 Where we have been negligent and/or breached a contractual obligation to you, we will be liable for any loss or damage you suffer as a result, provided that loss and/or damage is foreseeable, and you have taken reasonable steps to avoid or mitigate the loss you might otherwise suffer.
10.2 Loss or damage is foreseeable if it is an obvious consequence of our negligence or breach of contract or would have been considered by you and us to be a likely consequence of it at the time we entered into a contract together.
10.3 We do not accept any liability for the following types of loss, whether caused by breach of contract, tort (including negligence) or otherwise, even if the loss is foreseeable: business losses; loss of income or revenue; loss of business; loss of profits; loss of anticipated savings; or waste of management or office time.
10.4 We do not exclude or limit our liability for death or personal injury arising from our negligence, for fraud or fraudulent misrepresentation, breach of the terms implied by section 12 of the Sale of Goods Act 1979 or section 2 of the Supply of Goods and Services Act 1982, defective products under the Consumer Protection Act 1987, or for any other liability which cannot be excluded or limited under English law.
10.5 If our supply of your products or services is delayed by an event outside our control, such as traffic incidents, transport network disruptions, inability to access your property or parts of it, you not being available at the agreed time or place, your failure to provide accurate information, illness or injury or similar matters affecting our personnel, or health and safety concerns preventing our staff from carrying out works, we contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we will not compensate you for the delay, but if the delay is likely to be substantial and it is not your fault, you can contact us via the Platform to end the contract and receive a refund for any products or services you have paid for in advance, but not received.
11. CHANGES TO THESE TERMS
11.1 We may revise these Terms from time to time, such as where there are changes in relevant laws and regulatory requirements, or if we make other changes to the features of the Platform or our business. We will let you know of any changes via the Platform and email.
11.2 Every time you use the Platform, the Terms in force at that time will apply. You can find the date on which these Terms were last updated at the top of this page.
12. GENERAL PROVISONS
12.1 All communications and notices from you to us should be sent via email to contactus@cancan.uk or by post to our registered address as indicated at the beginning of these terms or through the Platform where indicated by these terms or the Platform. We may communicate and give notice to you via email or through the Platform.
12.2 If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
12.3 Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something or for doing something you are not allowed to, but that does not mean we cannot do it later.
12.4 You cannot transfer your contract with us to someone else unless we agree to it in writing.
12.5 If you have any questions, please refer to the FAQs or get in touch using the information we make available through the Platform. Our current customer support hours are: 9am to 5pm Monday to Friday, excluding public holidays.
12.6 We may suspend or deactivate your account and access to the Platform if you breach these terms or act in a way which is offensive, unlawful or abusive.
12.7 These terms are governed by English law and wherever you live you can bring claims against us in the English courts. We can claim against you in the country you live in.