The terms that apply when you use Handoro, operated by SAFEIM.AI LTD.
These terms apply when you use Handoro, whether you are a customer looking for help with something in your home or a tradesperson listing your services. Where a clause applies to only one of those, it says so.
Handoro does two things.
It guides you through repairs you can do yourself. You describe the problem, optionally attach photographs or a short video, and the assistant tells you what it thinks is wrong and what to do about it.
It also helps you find a tradesperson, and this part requires a paid subscription. You describe the job and the app suggests registered tradespeople who could do it, ranked against that job. You choose who to approach. With your explicit approval for that specific request, Handoro then contacts them on your behalf to agree a price. Section 4.2 sets out exactly how that order is arrived at.
Handoro is not a contractor. We do not employ tradespeople, we do not carry out work, and we do not guarantee anyone's workmanship. Any agreement to do a job is between you and the tradesperson, and you pay them directly.
You must be 18 or over and have the legal capacity to enter into a contract.
You may hold a customer subscription and a tradesperson subscription on the same account. They are different products and neither includes the other: a customer subscription does not list you, and a tradesperson subscription does not find you a tradesperson. A tradesperson who needs work done at home is a customer like anybody else.
Until 15 September 2026 these terms said the two could not be held together and the app refused the second one. That restriction has been removed. Nothing you already hold is affected, and nobody needs to do anything.
Handoro will not offer you your own listing when you are looking for a tradesperson, and you cannot open a negotiation with yourself.
The assistant's instructions are general information, not a professional inspection. You remain responsible for your own safety and for complying with building regulations and any other rules that apply where you live.
The assistant will not give step by step instructions for gas work, consumer units or house wiring, structural alterations, work at height on roofs, or anything involving asbestos. For those it tells you to get a qualified person. Trying to work around that limit, by rephrasing the question or otherwise, is a breach of these terms.
If you attach a video, Handoro takes a few still frames from it on your own phone and sends only those. The video itself, and its sound, stay on your device and are never uploaded.
Handoro is currently available in the United Kingdom only. That covers the whole app: finding and being suggested a tradesperson, and the assistant for repairs you do yourself.
The limit is not editorial. We open a country only where we can lawfully invoice and collect our commission from tradespeople, and where we can meet the data protection duties that come with offering a service to people who live there. Where the marketplace is closed the app says so on the screen rather than returning an empty list, and nobody is charged for a search that cannot produce a result. The list of countries may change; nothing you have already agreed changes with it.
Finding a tradesperson requires Handoro Pro or Handoro Premium. A free account has no access to this part of the service: it is not a reduced version of it, and no tradesperson is suggested at all. Until 15 September 2026 a free account was shown a single tradesperson drawn at random; that no longer happens, and no ranking, contact or suggestion is made on a free account.
The rest of the app, including the DIY assistant and the make-it-safe guidance, does not require a subscription.
On Handoro Pro and Handoro Premium the suggestions are ranked, by an AI model, against the job you described. The main parameters, in descending order of importance, are:
1. how well the trade fits your job, judged from what you wrote; 2. their rating, from customers who used them through Handoro; 3. whether they are verified, meaning we have checked their identity documents; 4. their price, as published on their listing; 5. how far they are from the job, from their stated service area; 6. their availability.
If the model cannot be reached, the app orders the same list by those same parameters mechanically instead, and tells you on screen that it has done so.
Nobody pays to rank higher. There is no advertising, no sponsored position and no way to buy placement, and our commission is the same percentage whoever does the work, so we gain nothing from putting one tradesperson above another. Ranking has no bearing on quality of workmanship, which we do not assess and do not warrant.
Handoro messages tradespeople who have listed themselves here and agreed to be contacted. By approving a request you confirm that:
These are not decorative conditions. Every message sent on your behalf is our legal responsibility rather than yours, which is why misuse ends the account.
How much you can send is capped, and the caps depend on your subscription.
The app tells you which limit you have reached and what would raise it, and it never charges for a request it cannot send.
We do not restrict the hours during which you may message a tradesperson through Handoro. They chose to be contactable about work, and they can stop it at any time by replying STOP.
If a tradesperson replies STOP, that number is blocked permanently, their listing is taken down, and the block cannot be lifted by anyone.
You may attach up to two photographs and one short video of the fault. If you do, they are sent over WhatsApp to each tradesperson you chose for that job, once that person replies to the first message. They go to nobody else, and never before a reply arrives. On a paid account a job can go to several tradespeople at once, so the same attachments may reach several people, each separately; the number is the one stated in section 4.3.
Before anything is sent, the app shows you what will go and who it will go to, and asks you to tick a box confirming it. Nothing is uploaded until you do.
Once media has been delivered it cannot be recalled. A copy will exist on that person's phone, in WhatsApp's systems and in whatever backup that phone runs, and no deletion we carry out reaches any of them. Deleting your account removes our copy and nothing else. Please consider what is in the frame before you attach it; a close photograph of the fault is more useful to a tradesperson than a wide shot of the room.
Once you have accepted a price, the app invites you to rate that tradesperson from one to five stars and, if you want to, leave a short comment. It is optional and nothing is withheld from you for skipping it.
If you do rate them, three things follow, and you should know all three before you write anything:
Rate only a job that was genuinely done for you. Ratings written in exchange for anything, ratings of yourself or a competitor, and ratings used to pressure a tradesperson over a price, are all misuse and we remove them. We also remove content that is unlawful, that identifies somebody who did not consent, or that has nothing to do with the work. Beyond that we do not edit ratings and we do not remove one merely because the tradesperson disputes it. A tradesperson who believes a rating is false can write to us and we will look at it, and we will tell them the outcome; if the evidence does not settle it, the rating stands. We never sell, and never accept payment for, the removal or addition of a rating.
A rating is about a named person's livelihood, so write about the work you actually received.
Under section 9 you can delete your account at any time. When you do, the link between you and any rating you left is erased, so the rating no longer belongs to anybody. The stars themselves stay in the tradesperson's average, because removing them would move a third party's published rating and rewrite a record other customers have already relied on.
Listing requires a tradesperson subscription. It is not included in a customer subscription, and a customer subscription does not entitle you to list. You may hold both on one account if you want both things.
This clause applies to tradespeople only. Customers are never charged by us for anything other than a subscription, which the app stores handle.
This clause is the authorisation itself. Read it before you register a payment method; registering one is how you agree to it.
Customer subscriptions are sold as Handoro Pro and Handoro Premium, each offered weekly, monthly or yearly. The tradesperson plan is sold separately. What each one includes is listed in the app at the point of purchase.
Every purchase is made through the App Store or Google Play. Those stores handle payment, renewal and refunds, and their terms apply to the transaction. Cancel in your store account settings; cancelling stops the next renewal and the current period runs to its end. A refund is requested from the store, not from us, because we cannot reverse a charge we never received.
A free trial, where one is offered, is for customer subscriptions only and renews automatically into a paid subscription unless you cancel at least 24 hours before it ends. One trial is available per person, not per product.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 a consumer normally has 14 days to cancel a distance contract for digital content. That right is lost once supply begins, if you asked for it to begin immediately and acknowledged that you would lose it, which is what starting a subscription does. Statutory rights that cannot be excluded are unaffected, and nothing here limits your rights against the store you bought from.
Commission charged to a tradesperson is dealt with in clause 6. If the job did not go ahead, tell us and we cancel it, issuing a credit note and refunding anything already taken. If we charged the wrong amount we correct it the same way. Once a refund is issued your bank decides how long it takes, typically five to ten working days.
To ask about any of this, write to info@safeimai.com from the address on your account. We answer within five working days.
We are not responsible for the work a tradesperson does, the price they quote, or their failure to turn up.
To the extent permitted by law, our total liability to you is limited to the subscription fees you paid in the 12 months before the claim arose. Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be excluded.
You can delete your account at any time from the app. Deleting it removes your data as set out in the Privacy Policy, and does not cancel a subscription bought from an app store, which you cancel there.
We may close an account that breaches these terms, that uses the system to harass anyone, or that lists a trade using documents belonging to someone else.
If we change these terms in a way that affects your rights or what you owe, we will tell you in the app before the change takes effect. Continuing to use Handoro after that is how you accept the change. A change never applies retrospectively to a job already agreed or to commission already owed.
These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.
If you are a consumer, this does not take away the protection of the mandatory rules of the country where you live, and you may bring proceedings in the courts there.
Handoro is provided by SAFEIM.AI LTD, a company registered in England and Wales under company number 17342838, with its registered office at 2nd Floor, College House, 17 King Edwards Road, Ruislip, London HA4 7AE, United Kingdom. Anything arising under these terms, including a question about a charge, a refund, a suspended listing or a complaint, goes to info@safeimai.com, and we answer within five working days.
This version of the terms is dated 2026-09-17. We keep earlier versions and can send you the one that was in force on a particular date, which matters if you are a tradesperson: the commission rate for a job is the one recorded at the moment the customer approved it, not the rate in force today.