Our Policies

This Acceptable Use Policy (“Policy”) outlines the rules and guidelines for using the services provided by Pricing Penguin Ltd (“Services”). By accessing or using our platform, you agree to comply with this Policy. Violations may result in account suspension, termination, or legal action where applicable.

1. Purpose

This Policy ensures that all users of the Pricing Penguin Ltd platform maintain a respectful, lawful, and professional environment. The rules aim to protect users, maintain the integrity of the platform, and ensure compliance with applicable laws.

This Policy applies to all individuals and entities who access our Services—including free 'Client' users, free ‘Contractor’ users, subscribing 'Contractor' users, and Contractors who optionally apply for and participate in the Trusted by Percy price assurance accreditation and Trust Score system—to ensure a respectful, lawful, and professional environment for all.

2. Prohibited Activities

2.1 Illegal Activities

Users may not use the platform to engage in activities that violate any applicable laws, regulations, or legal standards, including but not limited to:

• Fraudulent activities.
• Distribution of malware, viruses, or harmful code.
• Violation of intellectual property rights, such as copyright or trademark infringement as stated further in 2.8 of the policy.

2.2 Discrimination and Harassment

• Users must not engage in any form of discrimination, harassment, or abuse based on race, ethnicity, nationality, gender, sexual orientation, disability, religion, or age.
• Examples of prohibited conduct include:
• Use of slurs, derogatory language, or hate speech.
• Harassment through persistent or unsolicited communication.
• Promoting or encouraging discriminatory practices.
• Legal Reference: This aligns with the Equality Act 2010, which prohibits discriminatory behaviour in professional settings.

2.3 Misrepresentation

Users must not provide false, misleading, or fraudulent information on their profiles, in their submitted evidence, or in communications with other users.

• Contractors must not misrepresent qualifications, certifications, experience, or business credentials.
• Misrepresentation of Previous Work & Price Fairness: Contractors applying for or maintaining the optional Trusted by Percy price assurance accreditation must not submit doctored quotations, inflated or fabricated invoices from previous work, or misleading project photographs to deceive our AI price fairness evaluation.
• Review Manipulation: In strict compliance with the Digital Markets, Competition and Consumers Act 2024, users must not submit fake reviews, solicit or provide undisclosed incentivised reviews, or attempt to suppress genuine customer feedback to artificially inflate a Trust Score.

2.4 Spam and Unsolicited Messaging

• The platform may not be used to send spam, unsolicited advertising, or mass communications unrelated to legitimate business purposes.
• Legal Reference: The Privacy and Electronic Communications Regulations 2003 (PECR) govern these activities.

2.5 Harmful Content

Users may not upload, post, or share content that:

• Is obscene, defamatory, or violent.
• Promotes illegal activities.
• Contains sexually explicit material or child exploitation content.

2.6 Exploitation or Abuse

Users must not exploit, threaten, or abuse others on the platform, including:

• Financial exploitation.
• Threats of physical harm or doxing (sharing personal information).

2.7 Prohibited Use of the Platform

• Third-Party Transactions – Users must not use the platform to facilitate transactions unrelated to construction services (e.g. selling unrelated goods or services).
• Unauthorised Marketing – Prohibit using the platform for unauthorised marketing, surveys, or recruitment efforts.
• Misuse of AI Tools & Price Assurance Manipulation: Users must not misuse our AI-powered tools, including the pricing estimator chatbot and Percy AI price fairness evaluation models. Prohibited activities include attempting to bypass safety protocols ("jailbreaking"), deliberately generating harmful or illegal content, reverse-engineering the underlying models, using automated scripts to overload the service, or attempting to manipulate, "game," or exploit algorithmic scoring to artificially alter a Trust Score or secure a Trusted by Percy price assurance badge without genuine supporting evidence of previous work.
• AI-Generated Content (Including Images) – Users must not use AI-generated outputs (including images, designs, or visualisations) in a way that:
• Misrepresents them as final, build-ready, or professionally verified plans
• Could mislead clients, contractors, or third parties into unsafe or non-compliant construction decisions
• Infringes on third-party intellectual property rights
• Contains harmful, illegal, or inappropriate content

All AI-generated outputs are intended for conceptual and guidance purposes only and must not be relied upon as technical, structural, or regulatory advice.

2.8 Intellectual Property Violations

• Prohibit uploading or sharing copyrighted materials without permission.
• Should material be distributed without permission or violate terms of use, immediate suspension of the account will be enforced and potentially legal action.
• AI-Generated Content and Intellectual Property – Users are responsible for ensuring that any prompts, inputs, or use of generated outputs do not infringe the intellectual property rights of third parties. Pricing Penguin does not guarantee that AI-generated content is free from third-party rights or claims.

2.9 Impersonation and Identity Theft

• We prohibit impersonating other users, contractors, or Pricing Penguin Ltd Staff. Should false business or personal information relating to this issue be found on an account, then immediate suspension will be taken and further legal action, where required.

2.10 Environmental Impact Considerations

• We encourage users to promote sustainable practices, such as eco-friendly construction methods or reducing waste.
• We do not allow users or contractors to promote environmentally harmful practices, such actions may incur further action and potentially account suspension.

3. Professional Conduct

3.1 Respectful Communication

• All interactions on the platform must remain professional and respectful.
• Users must avoid hostile, aggressive, or inappropriate language.
• Users are prohibited from retaliating against others who report violations of the policy.

3.2 Confidentiality

• Users must respect the confidentiality of information shared by others during business negotiations or project discussions.
• Unauthorised disclosure of personal or sensitive information is strictly prohibited.

3.3 Fair Dealing

• Contractors must provide honest and transparent pricing and deliver services as agreed.
• Contractors participating in the optional Trusted by Percy price assurance accreditation agree to submit authentic records of their previous work so that our AI can objectively assess price fairness and reasonableness.
• Contractor Pricing Autonomy: Whilst Percy AI evaluates previous work against regional market benchmarks to provide price assurance, Contractors remain entirely free and independent to set their own prices and rates. Pricing Penguin Ltd does not fix or impose mandatory pricing.
• Clients must provide accurate project information and honour contractual obligations.

3.4 No Reliance on AI Outputs

Users acknowledge that any outputs generated by Pricing Penguin’s AI tools (including pricing estimates, visualisations, price fairness evaluations, Trust Scores, and Trusted by Percy price assurance badges):

• Are for informational, guidance, and illustrative purposes only.
• Do not constitute professional advice, formal structural quotations, or legal guarantees of contractor workmanship, project timelines, or final cost.

Users are solely responsible for obtaining appropriate professional advice, independent verification, and formal contractual quotes before undertaking any work.

4. Security and Integrity

4.1 Account Security

• Users must protect their account credentials and prevent unauthorised access to their accounts.
• Sharing login information is prohibited.

4.2 System Abuse

Users may not:

• Attempt to hack, disrupt, or compromise the platform’s functionality.
• Use automated tools or scripts to scrape, overload, or manipulate the platform.
• Excessive or abusive use of AI tools, including high-volume automated requests or usage that places unreasonable load on the platform, is prohibited.

4.3 Data Protection

• Users must comply with the General Data Protection Regulation (GDPR) and other applicable privacy laws when handling personal data. Contractors are reminded that any personal data of Clients obtained through the platform must be handled securely and in full compliance with all applicable data protection laws, as detailed in our Privacy Policy.

5. Reporting Violations

Users are encouraged to report violations of this Policy promptly to Pricing Penguin via one of our report forms available on the website. Reports should include:

• A description of the violation.
• Relevant evidence (e.g., screenshots, messages, or documentation).
• Contact details for follow-up (if applicable).

All reports will be investigated confidentially and promptly. Users who report violations in good faith are protected from retaliation.

Right to Appeal: Should a Contractor wish to appeal disciplinary actions—such as account suspensions, terminations, an adverse AI price fairness evaluation of their previous work, a downgraded Trust Score, or the revocation of their Trusted by Percy price assurance badge—a written email explaining the reasoning and providing verifiable supporting evidence will be required. Contractors will be given the opportunity to submit an appeal and request manual human review before permanent termination or badge revocation becomes final.

6. Consequences of Violations

Violations of this Policy may result in:

• Warnings: Minor infractions may result in a formal written warning.
• Trust Score Adjustment & Badge Revocation: Submitting inaccurate or falsified records of previous work, attempting to manipulate AI price fairness checks, or engaging in customer review manipulation will result in the immediate downgrade of a Contractor's Trust Score and the permanent revocation of their Trusted by Percy price assurance badge.
• Account Suspension: Repeated or severe violations may lead to temporary suspension of account privileges.
• Account Termination: Serious breaches, such as illegal activity, fraud, review manipulation, or harassment, may result in permanent removal from the platform.
• Legal Action: Where applicable, violations may be reported to law enforcement, Trading Standards, or regulatory authorities.

7. International Use Considerations for Pricing Penguin

7.1 Applicability of UK Laws

• Platform Jurisdiction: Pricing Penguin operates under the laws of England and Wales, and all users, regardless of their location, agree to these terms by using the platform.
• Service Limitation: The platform is designed specifically for projects and contractors within the UK. International users are advised that certain services (e.g., geo-targeting or pricing estimates) may not apply to projects outside the UK.

7.2 Limitations for International Users

• Restricted Use for Non-UK Projects: Contractors and clients outside the UK may access the site but should not expect compatibility with non-UK construction standards, regulations, or materials.
• Payment Processing: Payments must comply with UK financial laws and the terms of our payment processor. Users from regions with restricted payment capabilities may be unable to complete transactions.

7.3 Legal and Regulatory Compliance

• Contractor Compliance: Contractors accessing the platform from outside the UK are solely responsible for adhering to local laws, licenses, and standards in their region. Pricing Penguin does not validate compliance for non-UK jurisdictions.
• Data Protection: Pricing Penguin complies with the General Data Protection Regulation (GDPR) for all users, including those outside the UK. International users must agree to the handling of their data in accordance with this regulation.

7.4 Dispute Resolution for International Users

• Jurisdiction for Disputes: Any disputes involving Pricing Penguin will be resolved under the laws of England and Wales. By accessing the platform, international users agree to submit to the exclusive jurisdiction of UK courts.
• Alternative Dispute Resolution (ADR): Where feasible, Pricing Penguin may assist in resolving disputes through ADR channels. However, international users are advised that the resolution process will adhere to UK regulations.

7.5 Accessibility of Services

• Language and Currency: All platform content, services, and pricing are provided in English and in GBP. International users must ensure they can interact with these standards effectively.
• Support Availability: Customer support is tailored for UK hours and may have limited availability for international users.

8. Amendments

Pricing Penguin Ltd reserves the right to modify this Policy at any time. Users will be notified of significant changes via email or on the platform. Continued use of the platform constitutes acceptance of the revised Policy.

9. Contact Us

For questions about this Policy, please contact us via our website.

Last updated on the 22/08/2026

At Pricing Penguin Ltd, we are dedicated to ensuring that our website, mobile applications and services are accessible to everyone, including individuals with disabilities. We are committed to creating an inclusive environment where all users can interact with our platform effectively and efficiently. This statement outlines our ongoing efforts to achieve and maintain digital accessibility.

1. Our Commitment to Accessibility

Pricing Penguin is committed to:

• Adhering to the Web Content Accessibility Guidelines (WCAG) 2.1 Level AA to ensure a high standard of accessibility.
• Complying with relevant accessibility laws, including the Equality Act 2010 in the UK, which requires businesses to make reasonable adjustments for individuals with disabilities.
• Continuously improving our accessibility features to provide an inclusive experience for all users.

2. Accessibility Features

We have implemented the following features to enhance the accessibility of our website:

2.1 Navigation and Usability

• Full keyboard navigation for users who cannot use a mouse.
• Logical and consistent navigation menus for ease of use.
• Skip-to-content links to help users bypass repetitive elements and navigate directly to main content.

2.2 Visual Design

• High-contrast mode for users with visual impairments, ensuring text and interface elements are easily distinguishable.
• Adjustable text size to allow users to increase or decrease font size for better readability.
• Clear typography and sufficient spacing between text and interface elements.

2.3 Screen Reader Compatibility

• Compatibility with popular screen readers such as JAWS, NVDA, and VoiceOver.
• Proper semantic HTML structure to ensure content is presented logically to assistive technologies.
• Use of ARIA (Accessible Rich Internet Applications) roles and attributes to enhance the interaction between the website and assistive technologies.

2.4 Multimedia Accessibility

• Captions for all video content to ensure accessibility for users who are deaf or hard of hearing.
• Text transcripts for audio content.
• Controls to pause, stop, or adjust the volume of multimedia elements.

2.5 Forms and Interactive Elements

• Clearly labelled form fields with instructions for completion.
• Error messages presented in text to assist screen reader users.
• Sufficient time limits for completing forms, with warnings before expiration.

2.6 Device and Browser Compatibility

• Compatibility with a wide range of devices, including desktops, tablets, and smartphones.
• Testing across modern browsers (e.g., Chrome, Safari, Firefox, Edge) to ensure a consistent experience.

3. Known Issues

While we strive to ensure full accessibility, there may be some areas where improvements are ongoing:

• Some third-party integrations may not fully meet accessibility standards.
• Older content may not yet be fully optimised for accessibility but is being reviewed.

If you encounter any issues, please let us know (see the feedback section below).

4. Feedback and Reporting Accessibility Issues

We welcome feedback on the accessibility of our website and mobile applications. If you experience any issues or have suggestions for improvement, please contact us via a form available on the website.

We aim to respond to all accessibility-related inquiries within 5 business days and will take immediate action to address any barriers reported.

5. Third-Party Content and Tools

Our website may include content and tools provided by third parties. While we strive to ensure these services are accessible, we cannot guarantee full compliance for external content. If you encounter issues with third-party tools or content, please contact us so we can address them with the provider.

6. Ongoing Efforts and Improvements

6.1 Regular Audits

We conduct regular accessibility audits using tools and manual testing to identify and resolve issues.

6.2 User Testing

We actively seek feedback from users, including those with disabilities, to identify and address barriers to accessibility.

6.3 Staff Training

Our team receives ongoing training on accessibility standards and best practices to ensure accessibility is integrated into our development and design processes.

6.4 Accessibility Roadmap

• Updating legacy content to meet WCAG 2.1 Level AA standards.
• Enhancing compatibility with emerging assistive technologies.
• Expanding the availability of accessibility features, such as additional language support and more robust captioning tools.

7. Legal Compliance

This Accessibility Statement aligns with the following legal and regulatory requirements:

• Equality Act 2010 (UK): Ensuring reasonable adjustments are made for individuals with disabilities.
• Web Content Accessibility Guidelines (WCAG) 2.1: Meeting Level AA standards for digital accessibility.

8. Future Plans

Our commitment to accessibility is ongoing. In the coming months, we plan to:

• Implement a dedicated accessibility feedback tool on our website for easier reporting of issues.
• Expand our accessibility testing to include a broader range of assistive technologies.
• Publish an annual accessibility report detailing progress and planned improvements.

9. Date of Last Update

This Accessibility Statement was last updated on 22/08/2026

Thank you for helping us make Pricing Penguin a more accessible platform for everyone.

Contractors registered and operating on the Pricing Penguin platform are required to adhere to the highest standards of quality in all projects undertaken. This policy outlines the principles every contractor must follow to ensure customer satisfaction, maintain trust, and uphold the integrity of the platform.

This policy applies to all Contractors using our core platform services and should be read in conjunction with our Terms of Service and Acceptable Use Policy. Furthermore, for Contractors who optionally apply for and participate in our "Trusted by Percy" price assurance accreditation, adherence to the quality and transparency standards outlined below is directly monitored through customer reviews and price fairness evaluations, and plays a vital role in maintaining an objective Trust Score.

1. Commitment to Excellence

All contractors pledge to consistently deliver work that meets or exceeds industry standards. This includes:

• Using high-quality materials and equipment suitable for the project.
• Employing skilled and trained personnel to carry out the work.
• Adhering to best practices and techniques relevant to their trade or service area.

2. Customer-Centric Approach

Contractors agree to prioritise the needs of customers by:

• Communicating transparently and professionally at every stage of the project.
• Providing realistic timelines and adhering to agreed schedules.
• Addressing customer concerns promptly, courteously, and effectively.

3. Compliance with Regulations

All contractors must comply fully with applicable laws, regulations, and industry standards. This includes:

• Obtaining and maintaining all necessary licenses, permits, and certifications.
• Adhering to health and safety regulations to ensure safe working conditions.
• Following environmental and ethical practices in operations and project execution.

4. Accountability and Integrity

Contractors acknowledge their responsibility to complete all projects to the satisfaction of the customer and agree to:

• Stand by the quality of their work, providing warranties or guarantees where applicable.
• Accept and address feedback, resolving any issues or disputes in a fair and constructive manner. To achieve this, contractors are expected to:

a) Promptly and professionally acknowledge all customer complaints.

b) Investigate the issue fairly and thoroughly.

c) Clearly communicate their findings and a proposed resolution to the customer in a timely manner.

• Maintain accurate and honest representations of their services and capabilities on the Pricing Penguin platform.

5. Commitment to Transparency & Price Fairness

Contractors commit to clear, honest, and transparent communication regarding all aspects of their services and pricing, which includes:

• Providing accurate, detailed, and clear quotations for all projects.
• Disclosing any potential project delays, complications, or necessary variations to costs as soon as they arise.
• Keeping customers informed throughout the entire project lifecycle.
• Price Fairness & Price Assurance (Trusted by Percy): Contractors participating in the optional Trusted by Percy accreditation commit to demonstrating consistent price fairness. This includes submitting authentic records of their previous work—such as historical quotations, invoices, and completed project evidence—so that our AI can verify price fairness against objective regional market benchmarks and provide ongoing price assurance to customers.

6. Continuous Improvement

Contractors are dedicated to continuous improvement and agree to:

• Regularly review and enhance work processes, tools, and techniques.
• Stay updated with industry trends and participate in training opportunities.
• Actively seek and incorporate customer feedback to improve service delivery.

7. Collaboration and Respect

Contractors are expected to foster positive working relationships by:

• Treating all customers, team members, and stakeholders with respect and professionalism.
• Collaborating effectively to achieve the best results for the customer.
• Ensuring that all interactions reflect positively on the Pricing Penguin platform.

8. Enforcement of this Policy & Impact on Trust Scores Adherence to this Commitment to Quality is a condition of maintaining a profile on the Pricing Penguin platform. We reserve the right to investigate credible complaints of poor workmanship, unprofessional conduct, pricing transparency breaches, or violations of this policy.

• Impact on Trust Scores & Price Assurance: For Contractors participating in the optional Trusted by Percy accreditation, ongoing adherence to this policy is reflected in their Trust Score. Published customer reviews, substantiated complaints, and AI price fairness evaluations of previous work directly impact a Contractor's Trust Score.
• Consequences of Non-Compliance: Non-compliance with this policy—including failing to resolve customer complaints professionally, submitting inaccurate pricing records, or failing to maintain price fairness—may result in the immediate revocation of the Trusted by Percy price assurance badge, downgrade of a Trust Score, official warnings, temporary account suspension, or permanent removal from the platform as outlined in our main Terms of Service.

By agreeing to this policy, contractors affirm their dedication to maintaining the reputation of the Pricing Penguin platform as a trusted source for quality services and fair pricing. Non-compliance with this policy may result in removal from the platform to protect customer trust and uphold platform standards.

This Commitment to Quality Policy was last updated on the 22/08/2026

1. Introduction

This Cookies Policy outlines how Pricing Penguin Ltd ("we," "our," or "us") uses cookies and similar tracking technologies on our website pricingpenguin.co.uk. This policy complies with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations (PECR).

We use strictly necessary cookies to operate our website. We will only use non-essential cookies, including analytics and advertising cookies, where you have provided your consent through our cookie consent banner. You may withdraw or change your consent at any time using the 'Cookie Settings' link available on our website.

2. What Are Cookies?

Cookies are small text files stored on your device when you visit a website. They allow websites to recognise users, remember preferences, and enhance functionality. Cookies may be set by the website you are visiting (first-party cookies) or by third-party services that the website integrates (third-party cookies).

Cookies can be classified as follows:

• Session Cookies: Temporary cookies that expire when you close your browser.
• Persistent Cookies: Remain on your device for a set period or until deleted.
• Strictly Necessary Cookies: Essential for core website functions, such as security, authentication, and payment processing.
• Performance Cookies: Collect anonymous data on website usage to improve functionality.
• Functional Cookies: Enhance user experience by remembering preferences.
• Targeting/Advertising Cookies: Track user activity for advertising and marketing purposes.

3. Legal Basis for Using Cookies

Under the UK GDPR and PECR, we must obtain your consent before using non-essential cookies, such as analytics and advertising cookies. However, strictly necessary cookies do not require consent as they are essential for website functionality.

Our legal basis for processing cookie-related data includes:

• Consent – For analytics, functionality, and advertising cookies.
• Legitimate Interests – For website security, fraud prevention, and ensuring system performance.
• Contractual Necessity – Where cookies are required to provide a requested service, such as login authentication.

4. How We Use Cookies

We use cookies for the following purposes:

4.1. Strictly Necessary Cookies (No Consent Required)

These cookies are essential for the operation of our website, including:

• Secure logins and authentication
• Fraud detection and security measures
• Payment processing and transactions
• Load balancing and server performance

4.2. Performance & Analytics Cookies (Consent Required)

These cookies help us measure and improve website performance by collecting anonymised data on user behaviour. This includes monitoring how users navigate the platform and interact with specific features, such as Trust Scores and Trusted by Percy price assurance badges, enabling us to optimise and improve the user experience. Examples include:

• Google Analytics (Google's Privacy Policy)

4.3. Functional Cookies (Consent Required)

These cookies enhance user experience by remembering preferences such as:

• Language selection
• Saved login credentials (if chosen)
• Customisation of website layout
• Remembering your cookie preferences
• Remembering user settings and preferences
• Maintaining secure authenticated sessions for logged in users

4.4. Targeting & Advertising Cookies (Consent Required)

These cookies track online activity to deliver personalised ads. We may use:

• Facebook Pixel (Meta’s Privacy Policy)
• Google Ads (Google's Advertising Policy)

You can opt out of targeted advertising through the Your Online Choices platform (https://www.youronlinechoices.com/uk/).

5. Third-Party Cookies

Some features of our website rely on third-party services that may set their own cookies. These include:

• Embedded videos (YouTube)
• Payment gateways where needed (Stripe)
• Google Analytics
• Google Ads
• Meta Pixel

We do not control third-party cookies, and their usage is subject to their respective privacy policies.

6. Managing Your Cookie Preferences

You can manage cookies through:

6.1. Our Website Cookie Banner

On your first visit, you will be presented with a cookie consent banner that allows you to:

• Accept all cookies
• Reject non-essential cookies
• Customise cookie preferences

You can change your settings at any time by clicking the “Cookie Settings” link at the bottom of our website.

6.2. Browser Settings

You can also control cookies through your browser settings:

• Google Chrome – Manage Cookies
• Mozilla Firefox – Manage Cookies
• Safari (Mac) – Manage Cookies
• Microsoft Edge – Manage Cookies

Blocking cookies may impact the functionality of our website, including login sessions and payment processing.

We do not place non-essential cookies on your device until you have provided your consent through our cookie banner. Your consent preferences are stored and may be changed at any time using the “Cookie Settings” link available at the bottom of our website.

7. Your Rights Under UK GDPR

As a user, you have the following rights regarding cookie-related data:

• Right to be informed – You have the right to know how we use cookies.
• Right to access – You can request details on the data collected through cookies.
• Right to rectification – You can request corrections to inaccurate data.
• Right to erasure – You can ask us to delete cookie-related data.
• Right to restrict processing – You can limit how we use your data.
• Right to object – You can object to the use of certain cookies.
• Right to data portability – You can request a copy of your cookie-related data.

To exercise any of these rights, contact us through our “Contact Us” page.

8. Data Retention

We retain cookie-related data for no longer than necessary. Retention periods vary:

• Session Cookies: Deleted when you close your browser
• Analytics Data: Analytics data is retained in accordance with the retention settings configured within Google Analytics unless changed to comply with legal or operational requirements.
• Advertising Data: Retained for up to 12 months, unless you withdraw consent

After the retention period, data is securely deleted or anonymised.

9. Updates to This Policy

We may update this policy to reflect legal or operational changes. Any modifications will be posted on this page with the updated “Last Updated” date.

We encourage users to review this policy periodically to stay informed of any changes.

10. Contact Information

For questions regarding this Cookies Policy, please contact us via out contact section, found on our website via the “Contact Us” Page, located at the bottom of every page.

For complaints, you may also contact the UK Information Commissioner’s Office (ICO):

• Website: https://ico.org.uk/
• Phone: +44 303 123 1113

Last Updated: 22/08/2026

Last updated: 22/08/2026

1. Introduction

This Marketing & Email Communication Policy explains how Pricing Penguin Ltd (“we”, “our”, or “us”) uses email and other electronic communication for marketing purposes. It outlines how we collect consent, manage preferences, and ensure that all marketing activities comply with the UK General Data Protection Regulation (UK GDPR) and the Privacy and Electronic Communications Regulations (PECR).

This policy applies to all users of the Pricing Penguin platform, including our website, mobile applications, and any related services provided by us, also including homeowners, contractors, suppliers, merchants, and other business partners.

2. Purpose of Our Marketing Communications

We use marketing communications to share relevant and useful information about our services and the wider construction industry. This may include:

• Updates, new features, or improvements to our platform
• Offers, promotions, and special discounts
• Industry news, insights, and educational content
• Invitations to events, webinars, or partner activities
• Opportunities for collaboration or partnership
• Surveys and feedback requests to help us improve

This policy applies not only to email communications but also to other electronic marketing channels we may use in the future, such as SMS messages, in-app notifications, push alerts, or digital advertising delivered through our platform or third-party networks.

We aim to keep our communications relevant, clear, and not excessive. The frequency of our marketing will vary depending on your preferences, level of engagement, and the type of content we’re sharing.

3. Legal Basis for Marketing Communications

We only send marketing communications to individuals who have provided explicit consent by:

• Ticking the relevant box when signing up to our platform or subscribing to updates, or
• Choosing to opt in through their account preferences or another consent form.

Users must actively select to receive marketing messages — we do not use pre-ticked boxes or implied consent.

We maintain secure records of when and how users provide consent, along with the information presented at that time. This helps ensure transparency and compliance with UK GDPR.

4. Personalisation and Analytics

To make our communications more relevant, we may use anonymised or aggregated data, such as engagement statistics or platform activity, to personalise the content you receive.

This allows us to send information that is tailored to your interests, such as updates relevant to your trade type, region, or usage patterns.

We may also use analytics to measure the performance of our marketing campaigns and improve how we communicate with our users.

5. Automated and AI-Assisted Communications

Some of our communications may be automatically generated or assisted by artificial intelligence (AI) systems. These tools help us deliver timely and relevant information based on your preferences and activity on our platform.

All AI-assisted communications are reviewed and monitored to ensure accuracy, fairness, and compliance with this policy and our Privacy Policy.

6. Unsubscribing and Managing Preferences

You can opt out of marketing communications at any time by:

• Clicking the ‘Unsubscribe’ link in any marketing email, or
• Adjusting your communication preferences in your account settings.

Once you unsubscribe, your email address will be removed from our active marketing list immediately. However, as a registered user, we may still send you non-marketing, essential service-related emails, such as:

• Account verification and password reset messages
• Security or policy updates
• Notifications related to your use of the platform

These are necessary for the proper operation of your account and cannot be opted out of.

7. Partnerships and Co-Marketing Activities

From time to time, we may collaborate with trusted partners or industry organisations to share relevant products, services, or opportunities.

We will only share your information with such partners where:

• You have provided explicit consent for us to do so, or
• The sharing is permitted under data protection laws.

All partners are vetted and required to process your data in accordance with this policy and applicable regulations.

We do not sell, rent, or exchange your contact details with third parties for their own independent marketing purposes.

8. Use of Third-Party Services

We may use third-party service providers (for example, Resend, HubSpot, or similar email delivery platforms) to manage and deliver our marketing campaigns.

These providers act on our behalf and are bound by strict data protection and confidentiality agreements.

If any third-party service stores or processes data outside the UK, we ensure appropriate safeguards are in place, such as standard contractual clauses approved by the Information Commissioner’s Office (ICO) or other legally recognised protection measures.

9. Data Retention

When you unsubscribe from marketing communications, your information will be removed from our active mailing list.

We retain a record of your opt-out status to ensure you are not contacted again unless you choose to re-subscribe.

Your account information remains part of your user profile for platform and administrative purposes.

10. Your Rights

Under the UK GDPR, you have the right to:

• Withdraw your consent at any time
• Request access to the personal data we hold about you
• Request correction or deletion of your information
• Object to the processing of your data for marketing purposes

You can exercise these rights by contacting us via our contact us page on our website.

11. Changes to This Policy

We may update this Marketing & Email Communication Policy periodically to reflect changes in our practices, technology, or legal requirements.

The most recent version will always be available on our website, and significant changes will be communicated to users via email or in-app notification.

12. Contact Information

If you have any questions or concerns about this policy or how we use your data for marketing, please contact us via out contact us page on our website.

Affiliate & Partner Programme Terms

Effective Date: 24/04/2026

These Affiliate & Partner Programme Terms (“Terms”) govern participation in the Pricing Penguin Ltd (“we”, “us”, “our”) affiliate and partnership programme (“Programme”). These Terms are supplemental to our existing Terms of Service, Privacy Policy, and others found on our policy page.

By joining or participating in the Programme, you (“Affiliate”, “Partner”, “you”, “your”) agree to be bound by these Terms.

1. Programme Overview

The Programme allows approved Affiliates and Partners to promote Pricing Penguin’s services using unique:

• Affiliate codes
• Discount codes
• Marketing placements or materials

Affiliates and Partners may receive:

• A discount offering for referred tradespeople (valid for 12 months)
• A single commission payment per successful referral, the amount of which will be determined by Pricing Penguin based on the referred customer’s initial transaction value, subscription type, and any applicable promotional terms

Partners may additionally receive:

• Placement on our website partner listings
• Inclusion in marketing communications (e.g. email campaigns), at our sole discretion

2. Eligibility

To participate in the Programme, you must:

• Be at least 18 years old
• Operate a legitimate business, platform, or marketing channel
• Provide accurate and complete registration details
• Have the legal authority to enter into this agreement
• Not operate in a way that could damage our brand, reputation, or customers

We reserve the right to approve or reject any application at our sole discretion.

3. Commission & Payment Terms

• Commission is paid once per qualifying referral
• Commission is non-recurring and paid as a single one-time payment

Qualification Criteria

Commission is only earned when:

• The referral is successfully tracked via an official affiliate link or discount code
• Where the referral code includes a free trial, the referred tradesperson completes that trial period in full
• The referred tradesperson proceeds to make their first successful paid subscription payment

No commission is earned if:

• The user does not complete the trial period, where their code included one
• The user does not convert to a paying customer

Payment Timing

• Commission will only become payable after the first successful payment has been received from the referred customer
• Payments may be processed on a scheduled basis as determined by Pricing Penguin

Refunds & Cancellations

• As per our platform policy, contractors are not eligible for refunds
• Once a qualifying payment has been made, the associated commission remains valid and will not be reversed on the basis of cancellation

Withholding & Adjustments

We reserve the right to:

• Withhold or deny commission in cases of:
• Fraudulent activity
• Misuse of affiliate links or discount codes
• Breach of these Terms
• Review and validate all referrals prior to payment

General

• Payment methods, schedules, and any minimum payout thresholds (if introduced) are determined at our discretion and may be updated with reasonable notice

4. Attribution

Attribution works as follows:

• Commission is attributed based solely on the valid discount code applied at the time of purchase.
• Only one code can be used per transaction, and only the associated Affiliate or Partner will be eligible for commission.
• Pricing Penguin is not responsible for cases where a referral does not use an Affiliate’s or Partner’s code at checkout.
• All attribution decisions are final

5. Partner Benefits (Non-Paid Marketing)

Where applicable, Partners may receive:

• Website listing (including name and logo)
• Inclusion in marketing emails or campaigns

Important:These placements are:

• Provided at our discretion
• Not paid advertising placements
• Not guaranteed in frequency, positioning, or duration

6. Brand Usage & Marketing Conduct

You agree to:

• Use only approved brand assets, messaging, and materials where provided
• Represent Pricing Penguin accurately and truthfully
• Avoid misleading, exaggerated, or false claims about our services

You must NOT:

• Misrepresent pricing outcomes as guaranteed
• Engage in spam, unsolicited marketing, or deceptive practices
• Bid on our brand name or variations in paid advertising without written permission
• Use domains, social handles, or content that impersonates or mimics our brand

Brand Integrity Requirement

You must:

• Spell “Pricing Penguin” correctly at all times
• Not alter, abbreviate, or misrepresent our name or product

This requirement applies strictly to both Affiliates and Partners.

Additional Marketing Restrictions

You must NOT:

• Use spam-based marketing methods (including unsolicited email, SMS, or mass messaging)
• Promote Pricing Penguin on platforms that contain illegal, harmful, or inappropriate content
• Misrepresent yourself as Pricing Penguin or imply you are officially employed by or part of the company
• Offer unauthorised incentives, cashback, or rewards in exchange for sign-ups
• Use your affiliate code on coupon, discount, or deal aggregation websites without prior written approval

7. Self-Referral & Abuse Prevention

Affiliates and Partners must not:

• Refer themselves, their own business, or any entity under their control using their own affiliate link or discount code
• Create multiple accounts, fake identities, or artificial transactions to generate commission
• Encourage others to misuse the Programme for the purpose of generating commission

Any such activity will result in:

• Immediate removal from the Programme
• Forfeiture of any unpaid commission
• Potential legal action where applicable

Pricing Penguin reserves the right to investigate and determine, at its sole discretion, whether activity constitutes abuse.

8. Referral Quality Requirements

All referrals must be:

• Genuine, independent users with a legitimate interest in Pricing Penguin’s services
• Generated through lawful and ethical marketing practices

Referrals must not:

• Be incentivised in a misleading or deceptive way
• Be generated through bots, scripts, or automated systems
• Be submitted with false, incomplete, or misleading information

Pricing Penguin reserves the right to:

• Reject any referral that does not meet quality standards
• Withhold commission where referral quality is deemed insufficient

9. Paid Advertising & Trademark Use

Affiliates and Partners must not:

• Bid on “Pricing Penguin” or any variations, misspellings, or similar terms in paid advertising (including Google Ads, Bing, or social platforms)
• Use our brand name in display URLs, ad copy, or domain names without prior written consent

Any breach of this clause may result in:

• Immediate suspension from the Programme
• Forfeiture of commissions

10. Discount Codes

• Discount codes are issued at our discretion
• Codes:
• Provide a defined benefit to referred tradespeople (e.g. 12-month discount)
• Must not be altered, duplicated, or redistributed outside approved use
• We reserve the right to:
• Modify, deactivate, or withdraw codes at any time

11. Service Representation

Affiliates and Partners must not:

• Represent Pricing Penguin’s pricing outputs as guaranteed, fixed, or legally binding quotes
• Mislead users regarding the nature of AI-generated estimates

All descriptions of Pricing Penguin’s services must accurately reflect that outputs are estimates and guidance only, unless explicitly stated otherwise by Pricing Penguin.

12. Tax Responsibility

Affiliates and Partners are solely responsible for:

• Declaring and paying any taxes due on commission earned
• Complying with all applicable tax laws and regulations

Pricing Penguin accepts no responsibility for tax obligations arising from payments made under the Programme.

13. Data Protection & Privacy

• You must comply with all applicable data protection laws, including UK GDPR
• You must not:
• Collect or process personal data on our behalf without explicit authorisation
• Misuse any customer or referral data

Our Privacy Policy governs how we handle user data, including referral tracking.

14. Intellectual Property

• All Pricing Penguin branding, systems, and materials remain our intellectual property
• You are granted a limited, revocable, non-exclusive right to use approved materials solely for Programme participation

15. Termination & Removal

We reserve the absolute right to:

• Remove any Affiliate or Partner from the Programme at any time, for any reason
• Disable affiliate links or discount codes without notice
• Remove Partner listings, branding, or marketing placements

You may also terminate your participation at any time by ceasing use of affiliate materials.

16. Liability & Responsibility

• You are solely responsible for your marketing activities
• Pricing Penguin is not liable for:
• Indirect or consequential losses
• Third-party actions or claims arising from your conduct
• We do not guarantee:
• Revenue levels
• Conversion rates
• Programme availability

17. Programme Changes

Pricing Penguin reserves the right to:

• Modify, suspend, or terminate any part of the Programme at any time
• Change commission structures, discount offerings, or eligibility criteria

Where reasonable, notice will be provided, but continued participation constitutes acceptance of any changes.

18. Independent Relationship

Nothing in these Terms creates any partnership, joint venture, agency, or employment relationship between you and Pricing Penguin.

You act solely as an independent third party and have no authority to bind or represent Pricing Penguin in any way.

19. Governing Law

These Terms are governed by and construed in accordance with the laws of England and Wales.

20. Contact

For any questions regarding the Programme, please contact us via a contact form on the website contact section.

1. Our Commitment to Secure Payments

Your trust and data security are our top priorities. We are committed to ensuring every transaction is handled with the utmost security and integrity.

• Secure Payment Processor: All payments made to Pricing Penguin Ltd are processed by Stripe, a globally recognised leader in secure online payments.
• Data Encryption: When you provide payment details online or over the phone, your information is encrypted and transmitted directly to Stripe’s secure environment.
• PCI DSS Compliance: Our payment process is fully compliant with the Payment Card Industry Data Security Standard (PCI DSS). This is the global gold standard for card data security, ensuring that robust measures are in place to protect your details against fraud and data breaches.
• No Storage of Card Details: For your protection, Pricing Penguin Ltd does not store, nor do we have access to, your full credit or debit card number, expiry date, or CVC code. All sensitive information is held securely by Stripe.

2. How Recurring Payments Work

Our services are offered on a subscription basis; however, the timing and structure of billing may vary depending on the plan, promotional offer, referral arrangement, or onboarding method selected at sign-up.

By signing up, you agree to the following payment terms:

Authorisation

By entering your payment details and subscribing to a plan, you authorise Pricing Penguin Ltd to charge your payment method in accordance with the billing structure applicable to your selected plan. This may include recurring charges, deferred billing, or delayed activation depending on the offer or subscription type.

Billing Structures

Depending on the plan or promotion selected, one of the following billing structures may apply:

• Immediate Billing Plans: Subscription fees are charged at the point of sign-up, with ongoing charges applied on a recurring monthly or annual basis thereafter.
• Deferred Billing / “Pay After First Lead” Plans: Where applicable, billing may commence only after a qualifying event has occurred (for example, receipt of the first lead or activation trigger defined in the plan terms). Once activated, standard recurring billing will apply unless otherwise stated.
• Trial-Based Plans: Certain plans may include a free trial period (e.g. 30 days). In these cases, billing will begin automatically at the end of the trial period unless cancelled prior to expiry.

The specific billing model applicable to your subscription will be clearly communicated at the point of sign-up.

Billing Cycle

Where recurring billing applies, charges will be processed on a monthly or annual basis depending on your selected plan. Billing will continue until you cancel your subscription in accordance with these Terms.

Changes in Billing Activation

Where billing is deferred or trial-based, the billing cycle will commence upon the occurrence of the relevant activation event (such as first lead delivery, trial expiry, or other defined trigger within your plan).

Online and Phone Sales

This policy applies to subscriptions purchased via our website and through telephone sales. For phone-based sign-ups, authorised Pricing Penguin staff will securely enter payment details directly into Stripe’s payment system. Payment details are never written down, stored locally, or retained by staff at any time.

3. Advance Notification of Payments

We believe in complete transparency regarding your subscription fees.

• Notification of Changes: If there are any changes to the amount, date, or frequency of your subscription (for example, due to a price increase), we will provide you with at least 7 working days' notice by email before the change takes effect and your card is charged.
• Standard Billing: Please note that for standard, unchanged recurring payments, you will not receive an email notification each month or year. The payment schedule is agreed upon at the time of your initial subscription.

5. Managing Your Subscription: Cancellation and Account Deletion

You have two options for ending your relationship with our service: cancelling your subscription or deleting your account. These two actions have different outcomes.

5.1 Cancelling Your Subscription

You can cancel your subscription at any time.

• How to Cancel: You can cancel your subscription easily through your account settings page on our website.
• Continued Access After Cancellation: When you cancel, your recurring payments will be stopped immediately. Your access to all paid features will continue until the end of your current, already-paid-for billing period.

5.2 Deleting Your Account

You also have the option to permanently delete your account.

• Immediate and Irreversible: Please be aware that account deletion is an irreversible action that results in the immediate termination of all services and access.
• Data Deletion: This action permanently deletes all your data, profile information, and content from our platform.
• No Refund: No refund will be provided for any remaining or unused time on your subscription if you choose to delete your account before the end of your billing period.

6. Our Refund and Payment Dispute Policy

Free Trial and Promotional Periods

Where a subscription includes a free trial period (e.g. 30 days), you may cancel at any time during the trial period without charge. No payment will be taken if cancellation occurs before the trial ends.

The availability and length of any trial period will be clearly stated at the point of sign-up and may vary depending on the plan or promotional offer.

Billing Variations

Subscription billing may vary depending on the plan selected. Some subscriptions may:

• Begin immediately upon sign-up
• Begin after a defined trigger event (for example, receipt of a first qualifying lead or activation event)
• Begin after the end of a free trial period

Once billing has commenced under the applicable model, standard subscription charges will apply unless cancelled in accordance with these Terms.

General Refund Policy

Except where required by law, subscription payments are non-refundable once billing has commenced.

This includes, but is not limited to:

• Partial billing periods
• Unused account time
• Subscriptions activated under immediate billing, trial conversion, or deferred billing models

You are responsible for cancelling your subscription before the applicable billing trigger or renewal date if you do not wish to be charged.

Reporting Payment Errors

If you believe an error has occurred (for example, duplicate billing or incorrect charge), you must notify our support team as soon as possible.

Where a verified billing error is confirmed by Pricing Penguin Ltd, we will issue a refund or correction for the affected amount.

All claims will be investigated on a case-by-case basis.

7. Your Responsibilities

To ensure your service continues without interruption and your account remains in good standing, you are responsible for the following:

• Keeping Payment Details Current: It is your responsibility to keep your payment card details (such as the card number and expiry date) up to date in your account settings. An expired or invalid card is a common cause of payment failure.
• Failed Payments: If a recurring payment fails, our system will automatically attempt to recharge your card. This retry process will occur up to 8 times over a two-week period. You will be notified by email of the payment failure so you have the opportunity to update your details. If your payment remains unsuccessful after the two-week retry period, your subscription will be automatically cancelled, and your access to all paid features will be revoked.
• Ensuring Sufficient Funds: You are responsible for ensuring sufficient funds are available on your payment card on your scheduled billing date.

8. Customer Support for Payment Queries

Our customer support team is available to assist you with any questions or concerns regarding your payments or subscription.

• How to Reach Us: For the quickest resolution, please use our Contact Us section on the website, or call us
• Information to Provide: To help us resolve your query faster, please include your account name, email address, and the date and amount of the transaction in question.
• Service Hours: Our team is available Monday to Friday, 8 am - 5 pm.
• Response Time: We are committed to helping our customers and aim to respond to all payment-related queries within 7 working days.

Last updated: 22/08/2026

1. Our Commitment to Your Payment Security

At Pricing Penguin Ltd, the security of your payment information is a top priority. We have implemented robust security measures and adhere to strict industry standards to ensure that your financial data is protected at all times.

This statement outlines our commitment and approach to the Payment Card Industry Data Security Standard (PCI DSS). The core of our security model is simple: We never store, process, or transmit your sensitive payment card data on our own systems. Instead, we have partnered with Stripe, a world leader in secure payment processing, to handle all transactions.

2. What is PCI DSS?

The Payment Card Industry Data Security Standard (PCI DSS) is a set of mandatory security standards designed to protect cardholder data. It was created by the major payment card brands (like Visa, MasterCard, and American Express) to ensure that all companies that accept, process, store, or transmit credit card information maintain a secure environment. Compliance is essential for preventing credit card fraud and data breaches.

3. How We Ensure Compliance: Partnering with Stripe

Our method for achieving PCI DSS compliance is by fully outsourcing all payment handling to Stripe, which is a certified PCI DSS Level 1 Service Provider.

Here is how our secure process works:

• No Direct Handling of Card Data: When you enter your payment details on our website, the information is sent directly to Stripe through an encrypted connection. It never touches our servers.
• Secure API Integration: We use Stripe's secure and validated API integration methods to process payments. This ensures that sensitive data is managed exclusively within Stripe’s PCI-compliant environment.
• Encrypted Connections: All communication between your browser and our platform, and between our platform and Stripe, is encrypted using industry-standard SSL/TLS.

Because we never have access to your full card number, expiry date, or CVC, our own PCI DSS compliance requirements are significantly reduced. We are, however, committed to maintaining a secure platform to protect all your other data.

4. About Stripe: A PCI DSS Level 1 Certified Provider

By using Stripe, we ensure your payment details are protected by the highest level of security available in the payments industry.

• Level 1 Certification: Stripe is certified as a PCI DSS Level 1 Service Provider. This is the most stringent level of certification, requiring rigorous annual audits and security assessments to prove their systems are secure.
• Tokenisation: Stripe uses a security method called tokenisation. When you enter your card details, they are swapped for a unique, non-sensitive token. This token is used to process payments without exposing your actual card numbers.
• Advanced Fraud Protection: Stripe employs sophisticated tools and continuous monitoring to detect and prevent fraudulent transactions, adding another layer of security to your payments.

5. Security Measures on Our Platform

While Stripe secures your payment data, we take comprehensive measures to protect your account and personal information on our platform:

• Access Control: Access to our website's administrative and payment configurations is strictly limited to authorised personnel only.
• Regular Security Updates: We diligently maintain our website and systems, applying security updates and patches to protect against known vulnerabilities.
• Data Protection Compliance: We adhere strictly to UK data protection laws, including the UK GDPR and the Data Protection Act 2018, to ensure all your personal data is handled lawfully and securely.

6. Your Role in Protecting Your Account

Security is a shared responsibility. We encourage you to take the following steps to protect your account:

• Verify Secure Connection: Before entering any payment details, always ensure your browser shows a padlock icon and the URL begins with "https://".
• Use Strong Passwords: Create a strong, unique password for your Pricing Penguin account and never share it with anyone.
• Be Aware of Phishing: We will never email you asking for your full card number, password, or other sensitive details. Be cautious of any unsolicited emails asking for this information.
• Report Concerns to Us First: If you have concerns about a payment, believe an error has occurred, or notice suspicious activity on your account, please contact us directly as your first step. This allows us to investigate and resolve the issue for you promptly.

7. Contact Us About Security

We are committed to maintaining a secure and compliant payment process for all our customers. If you have any questions about our payment security practices, please do not hesitate to contact us via our website's “Contact Us” page, located at the bottom of every page.

This PCI DSS Compliance Statement was last updated on 22/08/2026.

At Pricing Penguin Ltd, we are committed to protecting your privacy and ensuring the security of your personal information. This Privacy Policy explains how we collect, use, store, and protect your data when you access or use our services (“Services”). By using our platform, you consent to the practices described in this Privacy Policy.

1. General Information

• Company Name: Pricing Penguin Ltd.
• Company Registration Number: 16053064
• Data Protection Officer (DPO): Thomas Ellis – Director

Pricing Penguin Ltd complies with the General Data Protection Regulation (GDPR) and the Data Protection Act 2018. This Privacy Policy applies to all personal data collected through our core platform services, as well as data processed when contractors optionally apply for and maintain the "Trusted by Percy" price assurance accreditation and Trust Score.

2. Information We Collect

We may collect the following categories of personal information:

2.1 Information You Provide

• Homeowner Information: Name, email address, phone number(optional) and postal address, saved quotes, saved chats, uploaded images and reviews.
• Tradesperson Information: Business name, email, phone number, services offered, certifications, company descriptions, business postcode, logo, business photos, subscription details, personal name (only visible to admin and staff), Telephone marketing preference screening status (including TPS/CTPS screening results where applicable), and optional records of previous work (including historical quotations, past invoices, and completed project documentation) submitted for price fairness evaluation and price assurance accreditation.
• Communication: Messages, feedback, or inquiries sent through our platform or customer support.

2.2 Automatically Collected Information

• Usage Data: IP address, browser type, device information, and operating system.
• Cookies and Tracking: Information collected via cookies, web beacons, or similar technologies. (See Section 12 for more details.)

2.3 Information from Third Parties

• Verification Data: Data from third-party services to verify identity, certifications, or creditworthiness.
• Analytics: Aggregated data from analytics providers to improve platform functionality.

2.4 Data Collected from Clients

• This includes Account Information (such as your name and email address) and any project details or communications you submit through our platform or AI chatbot.

2.5 Data Collected from Contractors

• This includes all information collected from Clients, in addition to Profile Information (such as business details and certifications) and data required for verification and payment processing, and operational evidence of previous work submitted to achieve or maintain the optional Trusted by Percy price assurance accreditation and Trust Score.

3. Children’s Privacy

Pricing Penguin Ltd is committed to protecting the privacy of children. Our platform is not designed for or directed at children under the age of 18. We do not knowingly collect, store, or process personal information from individuals under this age.

3.1 Restriction of Use

• Children under 16 are not permitted to create accounts, access services, or provide personal information on our platform.
• If we become aware that personal data from a child under 16 has been collected, we will take immediate steps to delete the data from our systems.

3.2 Parental Consent

• If a user is between the ages of 16 and 18, we recommend parental or guardian consent before using the platform.
• Parents or guardians who believe their child has provided us with personal information without consent should contact us at [email protected]

3.3 Compliance with Legal Requirements

• This section aligns with Article 8 of the GDPR, which requires parental consent for processing children’s personal data in online services, and the Children’s Code (UK Age-Appropriate Design Code), which provides additional guidance on protecting children’s data.

4. How We Use Your Information

We use your personal information for the following purposes:

4.1 Providing and Improving Services

• To create and manage user accounts.
• To match homeowners with contractors.
• To generate AI-powered pricing estimates.
• To analyse submitted records of previous work against objective regional market benchmarks to verify price fairness for the Trusted by Percy price assurance accreditation.
• To calculate and display objective contractor Trust Scores based on verified business credentials, price fairness evaluations, and customer reviews.
• To enhance platform performance and user experience.
• Processing payments
• Providing customer support
• Preventing fraud and abuse
• Improving AI models using anonymised or non-personally identifiable conversations
• Sending service emails
• Sending contractor marketing communications where lawful
• Measuring website performance
• Measuring advertising effectiveness

4.2 Communication

• To send service updates, transaction confirmations, and notifications.
• To respond to inquiries and provide customer support.
• Messages exchanged between homeowners and contractors are processed to provide the messaging service and maintain platform security

4.3 Marketing

• To send promotional emails or offers (with your consent).
• To conduct surveys or collect feedback to improve our services.

4.4 Legal and Compliance

• To comply with legal obligations, such as anti-fraud measures.
• To resolve disputes or enforce our Terms of Service.

4.5 AI Model Improvement

• To improve the accuracy and performance of our AI-powered pricing tools, we may use anonymised and aggregated data derived from user inputs. Personally identifiable information is removed before this data is used for model training. We will never use your specific, identifiable project details for training purposes without your explicit consent.

4.6 Automated Processing and AI Price Assurance (UK GDPR Article 22 Compliance) To operate the optional Trusted by Percy accreditation, our AI systems analyse objective market data alongside contractor-submitted evidence—specifically records of previous work, historical quotations, invoices, and published customer reviews—to evaluate price fairness and calculate an objective Trust Score.

• Lawful Basis: This automated processing is conducted on the basis of contractual necessity and our legitimate interest in maintaining a transparent, price-assured platform for users.
• Your Rights Regarding Automated Decisions: Under Article 22 of the UK GDPR, contractors have the right not to be subject to a decision based solely on automated processing where it produces legal or similarly significant effects. If you disagree with an AI price fairness evaluation, a downgraded Trust Score, or an accreditation badge decision, you have the right to request human intervention, express your point of view, and contest the outcome by contacting our Data Protection Officer.

5. Legal Basis for Processing

Under UK GDPR, we process your data based on the following legal grounds:

• Contractual Necessity: To fulfil our obligations in providing Services, including operating contractor accounts and evaluating submitted previous work for contractors who participate in the Trusted by Percy price assurance accreditation.
• Legitimate Interests: To improve our platform, protect user security, prevent fraud, and ensure that price assurance badges and Trust Scores accurately reflect price fairness and published customer reviews.
• Consent: For marketing communications (you may withdraw consent at any time).
• Legal Obligations: To comply with applicable laws and regulations.

6. Sharing Your Information

We may share your data with:

6.1 Service Providers

Third-party providers who assist us in:

• Stripe – Payment processing
• Resend – Email communications
• Microsoft Azure – Cloud hosting and data storage
• Google Analytics – analytics
• Google Ads - Advertising
• Open AI – AI processing
• Meta Pixel – Advertising Measuring

All third parties must adhere to GDPR standards.

6.2 Legal Authorities

• We may disclose data to law enforcement or regulatory authorities if required by law.

6.3 Business Transfers

• In the event of a merger, acquisition, or sale, your data may be transferred to the new entity.

6.4 Affiliates/Partners

• We may share limited personal and usage data with affiliates or partners solely for the purpose of tracking referrals, attribution of commissions, and programme management. This may include anonymised or pseudonymised identifiers, referral status, and conversion events.

6.5 User-Generated Content

• Images, reviews and other content uploaded by users may be visible to other users where published as part of the platform

7. Your Data Rights

Under GDPR, you have the following rights:

7.1 Your Right to Access

• Requesting Access:
• Users can request a copy of the personal data we hold by submitting a Data Subject Access Request (DSAR) via the forms available on the website.
• Requests must include proof of identity to verify the authenticity of the requester.
• What You Can Access:
• Personal details provided during account creation (e.g., name, email, phone number).
• Payment information (excluding sensitive financial details like full card numbers).
• Records of communications and interactions with the platform, such as messages, support tickets, or feedback.
• Analytics data linked to your account usage, where applicable.
• Timeframe for Response:
• We will respond to access requests within 30 days of receipt, in compliance with GDPR requirements.
• If the request is complex or involves a large volume of data, we may extend this period by an additional 60 days, but you will be informed of the delay.
• Delivery of Information:
• Your information will be provided electronically in a commonly used format (e.g., PDF or CSV) unless otherwise requested.

7.2 Additional Rights Regarding Your Data

• Rectification: If any of your data is incorrect or incomplete, you have the right to request corrections.
• Deletion: You can request the deletion of your data in certain circumstances, such as if it is no longer needed for the purposes for which it was collected.
• Restriction: You may request that we limit how your data is used or processed.
• Objection: You have the right to object to certain types of data processing, such as direct marketing or automated profiling.
• Human Intervention: You have the right to request a manual human review of any automated AI evaluation regarding your previous work, price fairness check, Trust Score, or Trusted by Percy accreditation status.

7.3 Fees for Requests

• Access requests are free of charge.
• However, we reserve the right to charge a reasonable fee for repetitive, excessive, or unfounded requests as permitted under GDPR.
• All requests can be made via the available forms.

7.4 Data Security

• We use advanced security measures to ensure that your personal data is protected during the access and delivery process. Only authorised personnel handle such requests.

7.5 Withdraw Consent

• Where processing is based on consent, you can withdraw it at any time without affecting the legality of prior processing.

8. Data Minimisation

At Pricing Penguin Ltd, we adhere to the principle of data minimisation, as outlined in the General Data Protection Regulation (GDPR). This means we only collect, process, and store personal data that is necessary to provide and improve our services.

8.1 Purpose-Specific Collection

• Data is collected solely for defined and legitimate purposes, such as account creation, service delivery, communication, and optional price fairness verification under the Trusted by Percy accreditation.
• Users are required to provide only essential information, such as name, email, and business details, during registration.
• Where contractors submit invoices or quotations from previous work for price assurance checks, we encourage the redaction of unnecessary sensitive personal details of past clients where appropriate, as our AI only requires pricing, project scope, and trade data to assess price fairness.

8.2 Limiting Data Types

• We avoid collecting sensitive data (e.g., racial or ethnic origin, political opinions) unless explicitly required for legal compliance or with the user’s consent.
• Optional fields are clearly marked, allowing users to provide additional data at their discretion.

8.3 Storage Limitations

• Personal data is stored only as long as necessary to fulfil the purpose for which it was collected.
• Data that is no longer needed is securely deleted or anonymised, per our retention policy.

8.4 Regular Data Audits

• We conduct regular audits of the data we collect and store to ensure it aligns with the principles of necessity and relevance.

8.5 User Control

• Users can access and update their personal information to ensure accuracy and relevance.
• Unused or outdated information can be requested for deletion via our forms available on the website.

9. Data Retention

We retain your personal data only for as long as necessary to:

• Provide our Services.
• Comply with legal obligations.
• Resolve disputes and enforce agreements.
• Maintain active user accounts and contractor profiles.
• Verify ongoing price fairness and calculate Trust Scores for contractors participating in the Trusted by Percy accreditation.
• Train AI models (all data used for model training is fully anonymised).

Records of previous work, historical quotations, and invoices submitted for Trusted by Percy price assurance are retained while the contractor's account and accreditation remain active, plus standard UK statutory limitation periods where applicable, or until the contractor withdraws from the accreditation and requests data deletion. Inactive accounts may be deleted after 18 months. Transactional and regulatory data may be retained longer as required by law.

10. Data Backup and Recovery

At Pricing Penguin Ltd, safeguarding your personal information includes implementing robust backup and recovery mechanisms to protect against data loss.

10.1 Regular Data Backups

• All critical data, including user information and platform records, is backed up daily to secure servers.
• Backups are encrypted during transit and at rest to ensure data security.

10.2 Redundancy and Storage

• Backups are stored in geographically distributed data centres to protect against regional disruptions.
• Multiple redundancy layers ensure that data remains accessible even in the event of hardware or software failures.

10.3 Disaster Recovery Plan

• We maintain a comprehensive disaster recovery plan to address system failures, cyberattacks, or natural disasters.
• Recovery simulations are conducted periodically to test the effectiveness of our protocols and to ensure that data can be restored promptly.

10.4 Recovery Time Objectives (RTO) and Recovery Point Objectives (RPO)

• RTO: Our goal is to restore services within 24 hours in the event of a disruption.
• RPO: We aim to ensure that no more than 24 hours of data is lost in case of a failure.

10.5 User Notifications

• In the event of a significant system outage affecting personal data, users will be notified promptly with updates on the recovery process and any potential impact.

10.6 Compliance with Legal Standards

• Our backup and recovery processes comply with the GDPR and the Data Protection Act 2018, ensuring that personal data is handled responsibly during both storage and restoration.

11. Training and Internal Policies

At Pricing Penguin Ltd, we prioritise data protection and ensure that all employees and contractors handling personal information are adequately trained and adhere to strict internal policies.

11.1 Employee Training Programs

• All employees undergo mandatory training on data protection laws, including the General Data Protection Regulation (GDPR) and the Data Protection Act 2018.
• Training sessions cover:
• Secure data handling and processing practices.
• Recognising and mitigating security risks (e.g., phishing attempts).
• Responding to data breaches or suspected breaches.

11.2 Access Control

• Access to personal data is restricted to authorised personnel only.
• Role-based access control (RBAC) ensures that employees can only access data relevant to their job functions.

11.3 Data Handling Policies

• Clear guidelines are provided for collecting, storing, processing, and sharing user data.
• Policies emphasise the importance of data minimisation, accuracy, and security at every stage of processing.

11.4 Regular Policy Reviews

• Internal policies are reviewed and updated regularly to reflect changes in laws, technologies, and best practices.
• Employees are required to acknowledge and adhere to updated policies.

11.5 Incident Response Training

• Employees receive training on identifying, reporting, and mitigating data breaches.
• Simulated scenarios are conducted to test the effectiveness of incident response protocols.

11.6 Third-Party Compliance

• Contractors and third-party service providers are required to sign confidentiality agreements and comply with our data protection standards.
• Regular audits are conducted to ensure ongoing compliance.

11.7 Accountability and Enforcement

• Non-compliance with internal data policies results in disciplinary action, up to and including termination of employment or contracts.

12. Cookies and Tracking Technologies

We use cookies to enhance your experience. These include:

• Essential Cookies: Required for website functionality.
• Performance Cookies: To analyse website usage and improve performance.
• Marketing Cookies: To deliver targeted ads and promotions.

Managing Cookies: You can manage cookie preferences through your browser settings. Note that disabling cookies may limit some functionalities.

Further information is available in our Cookie Policy.

13. Marketing Preferences

At Pricing Penguin Ltd, we respect your choices regarding how we communicate with you about our services, updates, and promotions. You have full control over your marketing preferences to ensure you only receive the information you find valuable.

13.1 Managing Marketing Preferences

• Consent-Based Marketing: Where required by law, we will obtain your consent before sending promotional marketing communications. In certain circumstances, we may contact businesses or contractors where permitted by applicable data protection and electronic communications laws.
• Opting In or Out:
• You can opt into or out of receiving marketing communications during account registration or at any time through your account settings.

13.2 Unsubscribing

• All marketing emails include a clear unsubscribe link at the bottom. Clicking this link will remove you from future promotional emails.
• Unsubscribing from marketing communications does not affect operational or transactional emails, such as service updates or billing notifications.

13.3 Personalised Marketing

• With your consent, we may use data such as your browsing behaviour, past interactions, or account details to tailor marketing content.
• If you prefer not to receive personalised marketing, you can adjust your settings under Marketing Preferences in your account.

13.4 Compliance with Laws

• Our marketing practices comply with the Privacy and Electronic Communications Regulations 2003 (PECR)and the General Data Protection Regulation (GDPR).
• We ensure all marketing activities are lawful, transparent, and respect your privacy rights.

13.5 Third-Party Marketing

• We do not share your personal data with third parties for their marketing purposes without your explicit consent.

13.6 Confirmation of Changes

• Updates to your marketing preferences will take effect immediately or within 48 hours.

13.7 Marketing Communications

• We may contact contractors about our services where permitted by applicable law. Before making unsolicited marketing calls, we may screen telephone numbers against the Telephone Preference Service (TPS) and Corporate Telephone Preference Service (CTPS) where applicable.

14. Accessing Your Data

To request access to your personal information:

• Using a form available on the website for DSAR.
• Provide proof of identity (e.g., a government-issued ID).
• Specify the data you wish to access in the DSAR.

We will respond within 30 days or notify you of any delays.

15. Data Security

We use advanced security measures to protect your personal data, including:

• Encryption for data in transit and at rest.
• Access controls to restrict unauthorised access.
• Regular security audits and monitoring.

While we strive to protect your data, no system can guarantee absolute security. Users are encouraged to maintain strong passwords and report suspicious activity immediately via the forms available.

16. International Data Transfers

If you access our Services from outside the UK, note that your data may be processed in the UK or other jurisdictions. By using our platform, you consent to such transfers, subject to GDPR compliance.

17. Complaints to the ICO (Information Commissioner’s Office)

Pricing Penguin Ltd is committed to protecting your data and respecting your privacy rights. If you believe we have mishandled your personal information or violated your rights under the GDPR, you can lodge a complaint with the Information Commissioner’s Office (ICO), the UK’s independent authority for data protection.

17.1 How to File a Complaint with Us

• Before contacting the ICO, we encourage you to raise your concerns with us directly.
• You can submit a formal complaint by filling out a complaint form available on the website.
• We aim to resolve complaints promptly and transparently, typically within 30 days.
• Report and complaint forms are provided on the website for ease of use.

17.2 Filing a Complaint with the ICO

If you are dissatisfied with our response, you can escalate your concerns to the ICO. They can investigate whether we have complied with data protection laws and take appropriate action.

• Contact Information for the ICO:
• Website: www.ico.org.uk
• Telephone: 0303 123 1113 (standard call rates apply).
• Postal Address: Information Commissioner Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF.

17.3 What the ICO Can Do

The ICO has the authority to:

• Investigate complaints and require us to take corrective action.
• Issue warnings or reprimands if we fail to comply with data protection regulations.
• Impose fines for serious violations of GDPR or related laws.

17.4 No Retaliation

• You are protected from any retaliation or discrimination for lodging a complaint with the ICO or raising a concern with us.

18. Data Protection Impact Assessments (DPIAs)

At Pricing Penguin Ltd, we are committed to upholding the principles of privacy and data protection by proactively assessing the impact of our data processing activities. As required under the General Data Protection Regulation (GDPR), we conduct Data Protection Impact Assessments (DPIAs) for any high-risk data processing activities to ensure compliance and safeguard user information.

18.1 What is a DPIA?

• A Data Protection Impact Assessment is a systematic process for identifying and minimising the risks to privacy and data protection posed by data processing activities. DPIAs help us ensure that we:
• Protect the rights and freedoms of individuals.
• Identify and mitigate risks before they become issues.
• Demonstrate accountability under GDPR.

18.2 When We Conduct DPIAs

DPIAs are conducted when a processing activity is likely to result in a high risk to individuals, including:

• Introduction of New Technologies: Implementing AI systems for construction cost estimating, price fairness evaluations of contractor previous work, or Trust Score calculations.
• Large-Scale Data Processing: Processing significant volumes of personal data, customer reviews, or contractor operational records.
• Automated Decision-Making & Profiling: Any activity involving automated profiling or evaluations that impact a contractor's accreditation status or Trust Score.
• Cross-Border Data Transfers: Sharing data across jurisdictions with differing privacy laws.
• Systematic Monitoring: Activities such as tracking user behaviour or collecting analytics.

18.3 Key Steps in Our DPIA Process

Our DPIA process includes the following stages:

Describe the Processing Activity:

• Define the purpose of the data processing.
• Identify the types of personal data involved, individuals affected, and the scope of processing.

Assess Necessity and Proportionality:

• Determine whether the processing is essential to achieve the intended purposes.
• Evaluate whether less intrusive methods could achieve the same results.

Identify Risks:

• Analyse potential risks to the rights and freedoms of individuals, including risks of data breaches, unauthorised access, or misuse of data.

Implement Mitigation Measures:

• Propose technical and organisational safeguards to address identified risks (e.g., encryption, access controls, pseudonymisation).

Consultation:

• Where necessary, consult with the Information Commissioner’s Office (ICO) or other supervisory authorities for high-risk processing that cannot be mitigated effectively.

Document the Findings:

• Maintain detailed records of the assessment, findings, and implemented actions.

18.4 Benefits of DPIAs

• Enhanced User Trust: Demonstrates our commitment to protecting user privacy and complying with GDPR.
• Risk Reduction: Identifies potential risks early, reducing the likelihood of data breaches or non-compliance.
• Regulatory Compliance: Ensures that we meet GDPR requirements and are prepared for audits or inquiries by regulatory authorities.

18.5 Ongoing Monitoring and Reviews

• DPIAs are not one-time activities; they are reviewed periodically or when:
• Significant changes are made to the data processing activities.
• New risks emerge due to evolving technologies or regulations.
• Regular audits are conducted to ensure continued compliance with mitigation measures.

19. Privacy Policy for the Pricing Penguin Mobile Application

This section explains the privacy practices specifically related to the Pricing Penguin mobile application (the "App"). It supplements the general privacy policy of our website and provides more detail on how your data is handled when you use our App.

19.1 Data We Collect Through the App

When you use our App, we may collect the following types of data:

• Personal Information: The App does not collect any personal information unless explicitly provided by you (e.g., if you create an account, sign up for notifications, or contact support).
• Device Information: We may collect information about the device you use to access the App, including:
• Device model
• Operating system version
• Unique device identifiers
• Mobile network information
• Location Data: With your permission, the App may access your device’s geolocation data. This helps us provide location-based services and improve your user experience. You can disable location tracking at any time in your device’s settings.
• App Usage Data: We collect data about how you interact with the App, including:
• Pages visited
• Features used
• Time spent within the App
• Error logs or crashes

19.2 How We Use Your Data

We use the data collected through the App for the following purposes:

• To Improve the App: We analyse usage patterns to enhance the App’s performance and functionality.
• To Provide Features: For example, geolocation data is used to offer location-based features.
• To Personalise Your Experience: We may personalise content or offers based on your app usage or location.
• For Customer Support: If you contact us through the App, your provided information will help us respond effectively to your requests.

19.3 Push Notifications

The App may send push notifications to your device with updates or reminders, such as notifications about new content, offers, or account activity. You can manage or disable push notifications through your device’s settings.

19.4 Cookies and Tracking Technologies

The App may use cookies or similar tracking technologies for:

• Analytics: To monitor how users interact with the App and improve features.
• Advertising: To deliver targeted ads based on your preferences.

We do not collect any personally identifiable information through cookies in the App unless you have provided consent.

19.5 Third-Party Services

We use third-party services for various purposes, including advertising, analytics, and app performance. These services may collect data about your use of the App and may use cookies or other tracking mechanisms. Below are some of the third-party services integrated into the App:

• Google AdMob: We use AdMob to serve advertisements in the App. AdMob may collect information such as device information, location data, and app usage for targeted advertising purposes. For more details, refer to the Google AdMob Privacy Policy.
• Firebase: We use Firebase for analytics and crash reporting. Firebase collects information about device performance, user interactions, and app crashes to help us improve the App. For more details, refer to the FirebasePrivacy Policy.
• Google Analytics for Firebase: This service collects usage and performance data to help us understand how users interact with the App. It tracks user interactions within the App and reports them to us for optimisation. Refer to the Google Analytics Privacy Policy.

19.6 How We Share Your Data

We do not sell, trade, or otherwise transfer your personally identifiable information to third parties without your consent, except in the following cases:

• Service Providers: We may share your data with trusted third-party service providers who assist us in operating the App, providing services, or performing analytics on our behalf.
• Legal Compliance: We may share your data if required by law or in response to valid legal processes, such as subpoenas or court orders.

19.7 Your Rights

Depending on your location, you may have certain rights regarding your data, including:

• Access to Data: You have the right to access the data we hold about you.
• Correction or Deletion: You can request the correction or deletion of your personal data.
• Opt-Out of Data Collection: You can opt out of certain data collection methods, including location tracking and push notifications, by changing the settings on your device.

For requests or inquiries about your data, please contact us via our Support Forms on our website.

19.8 Data Retention

We retain your data for as long as necessary to provide services through the App or as required by law. If you delete your account or uninstall the App, some of your data may still remain on our servers for legal, technical, or administrative reasons.

19.9 Security

We take reasonable steps to protect your data from unauthorised access, alteration, disclosure, or destruction. However, no method of transmission over the Internet or electronic storage is completely secure, and we cannot guarantee absolute security.

20. Updates to This Privacy Policy

We may update this policy periodically. Significant changes will be communicated via email or through a notice on our platform. Continued use of the Services constitutes acceptance of the updated policy.

21. Contact Us

For questions or concerns about this Privacy Policy, contact us via one of the forms available on the website and we will respond to you as soon as possible.

This Privacy Policy was last updated on 22/08/2026

Last Updated: 22/08/2026

1. What This Policy Covers

Pricing Penguin publishes reviews of tradespeople written by people who have used them. This policy explains who can leave a review, what we do not allow, how to report a review you think is wrong, and what happens when we take one down.

2. Who Can Leave a Review

Anyone who has genuinely dealt with a tradesperson can leave a review of them. We do not require an invoice, receipt or any other paperwork before you can review someone. Not every genuine customer keeps their paperwork, and we will not use that as a reason to silence honest feedback.

You need a Pricing Penguin account so we know a real person left the review, and you can leave one review per business.

3. What We Don't Allow

• Fake reviews. Reviews about experiences that did not happen, whether they are positive or negative — including reviews written by a business about itself, by its staff, family or friends, or by a competitor.
• Paid or incentivised positive reviews. Offering anything in exchange for a positive review is banned outright. If an incentive was offered for an honest review of any kind, that must be disclosed in the review itself.
• Reviews about the wrong business.
• Personal information. Names, addresses, phone numbers or other details of individuals.
• Offensive, abusive or discriminatory content, and anything unlawful.

We do not allow a tradesperson to choose which of their reviews are published, to have honest criticism removed, or to pay for a better rating.

4. Reporting a Review

Every published review has a "Report this review" link beside it. Anyone can use it — you do not need an account, and you do not have to be the business being reviewed. Tell us why you think the review breaks the rules and add anything that would help us check.

You can also report a review, or raise a wider concern, through our contact page.

5. What Happens Next

1. We record every report with the reason given and the date.
2. We look at the review against this policy, together with whatever information we hold and anything the reporter or the business tells us.
3. We either remove the review or leave it published, and we record which decision we made and why.
4. If we remove a review, the business's displayed star rating and review count are recalculated straight away — a removed review no longer counts towards the average anyone sees.

We keep a record of reviews we have removed and the reason for removal. We do not delete that record when a review comes down.

6. "Verified" Reviews

We do not currently apply a "verified" label to any review. If we introduce one, it will only ever appear on a review where we have actually matched supporting evidence — and reviews without that evidence will still be published, because being unable to produce paperwork does not make someone's experience less real.

7. Ranking and Payment

Paying us does not change a tradesperson's star rating or their reviews. Where a paid plan affects how prominently a business appears in search results, that is a feature of the plan and is separate from reviews and ratings.

8. Other Sources of Reviews

Some profiles also show Google reviews, which are collected and moderated by Google under its own policies. Those reviews are labelled as Google reviews and are not included in the Pricing Penguin rating. To report a Google review, use Google's own reporting process.

9. Changes to This Policy

We may update this policy as our review system develops. Significant changes will be reflected on this page.

10. Contact

If you have any questions about this policy or a decision we have made about a review, please contact us via our website.

At Pricing Penguin, we believe that businesses have a responsibility to contribute positively to the environment. As part of our commitment to sustainability, we allocate a percentage of our revenue to support innovative carbon removal efforts through Stripe’s climate program in partnership with Frontier. By doing so, we’re helping to tackle one of the most pressing challenges of our time—climate change.

Our Partnership with Stripe and Frontier

Stripe’s climate program, in collaboration with Frontier, is dedicated to advancing carbon removal technologies. Frontier is a pioneering initiative that aggregates funding to support the development and scaling of solutions designed to remove carbon dioxide from the atmosphere. Unlike traditional carbon offset programs, which often focus on reducing future emissions, Stripe’s program emphasises carbon removal, directly addressing the CO2 already in the atmosphere.

How Stripe and Frontier Are Tackling Carbon Removal:

1. Funding Innovation: They invest in groundbreaking technologies, such as direct air capture, bio-oil injection, and mineralisation, to capture and store CO2 safely and permanently.
2. Supporting Early-Stage Solutions: By backing emerging companies, they accelerate the development of scalable and cost-effective carbon removal methods.
3. Advancing Scientific Understanding: Collaborating with researchers and institutions, they improve the efficacy and reliability of carbon removal processes.

Our Commitment

At Pricing Penguin, we’re proud to contribute to these efforts, knowing that our support aids in advancing a critical industry. Here’s what our commitment entails:

• Revenue Allocation: A portion of every pound we earn goes directly to Stripe’s carbon removal program. This ensures that our success directly contributes to fighting climate change.
• Long-Term Vision: By partnering with Frontier, we are supporting projects that have the potential to permanently remove billions of tons of CO2 from the atmosphere.
• Transparency and Accountability: We are committed to sharing updates on our contributions and the progress of the carbon removal initiatives we support.

Why Carbon Removal Matters

The effects of climate change are becoming increasingly evident, and addressing them requires a multi-faceted approach. While reducing emissions is essential, removing existing CO2 from the atmosphere is equally critical to achieving net-zero goals. Carbon removal technologies provide a pathway to:

• Counteract Historical Emissions: Addressing the legacy of industrial CO2 emissions.
• Balance Hard-to-Abate Sectors: Compensating for emissions from industries that are difficult to decarbonise, such as aviation and heavy manufacturing.
• Stabilise Global Temperatures: Mitigating the long-term impacts of climate change by reducing atmospheric CO2 levels.

Joining Forces for a Greener Future

We know that tackling climate change requires collective action, and at Pricing Penguin, we’re committed to playing our part. By supporting Stripe and Frontier’s groundbreaking work, we’re not only contributing to cutting-edge solutions but also demonstrating how businesses can drive meaningful change.

Reducing Carbon Emissions Through Optimised Operations

1. Reducing Travel for Job Assessments

Traditionally, contractors spend significant time and fuel traveling to assess potential jobs, many of which may not result in work. Our AI-powered system eliminates much of this inefficiency by:

• Providing accurate cost estimates based on user-provided information and data from similar projects.
• Allowing contractors to evaluate job suitability remotely, reducing unnecessary site visits.
• Matching contractors with nearby clients through geo-targeting, minimising travel distances when site visits are essential.

Impact: Fewer miles travelled by contractors lead to reduced fuel consumption and lower CO2 emissions, contributing to a cleaner environment.

2. Encouraging Local Work

Our platform prioritises connecting clients with local contractors. By promoting local work:

• Travel distances for both contractors and materials delivery are significantly reduced.
• Communities benefit from localised economic activity while decreasing the environmental impact of long commutes.

3. Efficient Resource Allocation

By providing clear project details upfront, contractors can focus on jobs they are likely to secure. This efficiency reduces wasted time and resources, such as fuel and materials used in preparation for unsuccessful bids.

Promoting Sustainability in the Construction Industry

1. Supporting Eco-Friendly Projects

Our platform encourages transparency and better decision-making, which can inspire more sustainable choices:

• Clients and contractors can access insights on eco-friendly materials and energy-efficient solutions.
• Projects with a focus on sustainability, such as green roofs or renewable energy installations, can be prioritised and promoted.

2. Reducing Material Waste

Accurate pricing and planning reduce over-ordering and material waste. By ensuring that resources are used efficiently, our platform supports a more sustainable approach to construction.

3. Educating Users on Sustainability

Through blog posts, guides, and resources, we aim to:

• Raise awareness of sustainable construction practices.
• Highlight the benefits of using renewable materials and energy-efficient designs.
• Provide tips for reducing carbon footprints in construction projects.

The Bigger Picture

By combining technological efficiency with a commitment to sustainability, Pricing Penguin addresses multiple environmental challenges:

• Lower Emissions: Reducing travel and optimising operations directly decrease carbon emissions.
• Less Waste: Improved planning minimises material wastage.
• Sustainable Practices: Promoting eco-friendly construction fosters long-term environmental benefits.

Our platform not only helps contractors and clients save time and money but also encourages the industry to adopt practices that are better for the planet. At Pricing Penguin, we’re committed to building a sustainable future, one project at a time.

This Sustainability Policy was last updated on 22/08/2026.

Welcome to Pricing Penguin! These Terms of Service (“Terms”) govern your use of our platform (Website and Applications) and services (“Services”). By accessing or using our platform, you agree to these Terms. If you do not agree, please refrain from using our Services.

1. General Information

• Company Name: Pricing Penguin Ltd.
• Company Registration Number: 16053064
• Jurisdiction: Governed under the laws of England and Wales.
• Date of Last Update: 22/08/2026

Pricing Penguin Ltd operates as a digital platform facilitating connections between contractors and clients, with additional AI-driven tools to enhance project pricing and management efficiency. Alongside our core platform services, we also provide "Trusted by Percy", an additional, independent price assurance and trust accreditation feature. Eligible contractors can optionally achieve this accreditation by submitting records of their previous work to demonstrate price fairness and transparency, with customer reviews contributing directly towards an objective Trust Score.

2. Use of Services

2.1 Eligibility

2.1a User Types

Our platform serves two types of users:

• Contractors: Businesses or individuals who purchase a subscription plan to create a profile, showcase their services, and connect with potential clients, and who may optionally apply for and achieve the Trusted by Percy price assurance accreditation and Trust Score alongside their standard profile.
• Clients: Users who register for a free account to use platform tools, such as the AI-powered pricing estimator, to browse and contact Contractors, and who may submit reviews that contribute towards a Contractor's Trust Score and ongoing price fairness verification.

2.1b Applicability of Terms

These Terms apply to all users. However, clauses related specifically to payments, subscriptions, and contractor vetting apply only to Contractors. All other clauses, including but not limited to Prohibited Activities , User Content , and Liability and Disclaimers , apply to all users, including Clients.

2.1c Eligibility

To use our Services, you must:

• Be at least 18 years old.
• Have the authority to enter into these Terms on behalf of any entity you represent.

By using the Services, you confirm that you meet these eligibility requirements. Misrepresentation of eligibility may result in immediate suspension or termination of your account.

2.2 User Accounts

• Users must create an account to access certain features of our platform. Account creation involves providing accurate and up-to-date information, including but not limited to company name/name, email address, phone number, and payment details.
• You are solely responsible for maintaining the confidentiality of your account credentials and for all activities conducted under your account.
• Notify us immediately via our “Contact us page” if you suspect any unauthorised access or security breach.
• The persons/Company who’s payment details are linked to the account, holds full liability for actions and activities carried out on the platform, by either themselves or anyone with access to the account.
• We may also require verification of the contractor’s identification through further documentation, such as Drivers License or Passport.
• Validation of certifications or accreditations may be carried out to ensure correct information has been given.
• Checks for the following stated in 2.4, may be carried prior or during membership time frame.

All notices and reports to Pricing Penguin must be submitted via the designated contact form accessible from the website's 'Contact Us' page, located at the bottom of every page.

Where a Contractor applies for or maintains the additional Trusted by Percy price assurance accreditation, they must submit historical and ongoing operational evidence—specifically records of previous work, past quotations, invoices, and completed project details—so that our AI can assess price fairness and reasonableness. You confirm that all previous work and pricing evidence provided is authentic, accurate, and represents genuine commercial transactions.

2.3 Prohibited Activities

You agree not to engage in any activities that:

• Violate applicable laws or regulations, including but not limited to the Computer Misuse Act 1990 and the Data Protection Act 2018.
• Involve the posting of false, misleading, or defamatory content.
• Attempt to hack, disrupt, or gain unauthorised access to our website or systems.
• Distribute viruses, malware, or other harmful software.
• Exploit the platform for fraudulent activities or misuse its functionalities in ways detrimental to other users.
• Attempting to misuse AI tools, including generating harmful, misleading, or unsafe content, or attempting to reverse-engineer, manipulate, or bypass system limitations (including AI image generation tools).

Violations of these provisions may result in legal action, account suspension, or termination.

2.4 Conditions for Rejecting or Suspending an Account

The Following issues may result in your account application being rejected or further investigated:

• Building Regulations Violations – Contractors who repeatedly fail to meet UK Building Regulations may be denied an account or have their account suspended
• Health and Safety Breaches – Companies who breach the Health and Safety at Work Act 1974 may pose a risk to future clients and thus be rejected an account or have their account suspended
• County Court Judgements (CCJs) – Companies with outstanding CCJs may lack the financials to provide sufficient work, or may indicate poor ethical practices and unreliability, thus require further investigation which could lead to rejection or termination of their account.
• Trade Organisation or Accreditation Expulsions – Trade bodies or accreditations that may have revoked your memberships will cause us to look further into the situation and potentially revoke or deny your account.
• Insurance issues – Contractors that are found to not have the required insurance, such as public liability will be notified and could potentially result in revoking or denying their account.
• Criminal Convictions – Convictions related to fraudulent activities, false advertising, or misrepresentation of qualifications may indicate untrustworthy behaviour and thereby result in revoking or denying their account
• Persistent Customer Complaints or Legal Claims – A pattern in losing disputes in court due to poor workmanship or failure to deliver agreed upon services may result in revoking or denying their account.
• Insolvency or Bankruptcy – Companies that have declared insolvency or declared bankruptcy may lack the funds, resources or reputation to carry out the work and guarantee quality, and thereby would be inspected further which may result in revoking or denying their account.
• Fraudulent Previous Work or Pricing Evidence – Submitting doctored quotations, inflated or fabricated invoices from previous work, misleading photographs, or synthetic customer reviews to artificially inflate a Trust Score or secure the Trusted by Percy price assurance accreditation will result in the immediate removal of the accreditation badge and potential account suspension or termination.

2.5 Right to Carry Out Further Verifications

• Random Audits – Pricing Penguin Ltd reserves the rights to conduct periodic random audits of contractors to ensure continued compliance with the platform’s standards.
• Investigation of Complaints - Upon receiving a complaint about a contractor, Pricing Penguin Ltd may initiate a detailed investigation, which could include direct communication with the client, site visits, or a review of additional documentation. Contractors must cooperate fully with any such inquiries.
• Verification Updates – Contractors must provide updated documentation when requested, such as renewed insurance certificates or updated accreditations.
• Background Checks – The platform may conduct further background checks on the contractors, including criminal record checks, if deemed necessary for client safety or regulatory compliance.
• Price Assurance & Trust Score Audits – Pricing Penguin Ltd reserves the right to conduct periodic audits of submitted previous work, historical quotations, invoices, and customer reviews to verify continued eligibility for the Trusted by Percy price assurance accreditation.

Contractors will be informed of the vetting process at registration and of any additional verification requests with clear instructions on how to comply. All data collected during the vetting process will be handled in compliance with the GDPR and other relevant privacy laws.

2.6 Partners and Affiliates

Pricing Penguin Ltd operates an affiliate and partner programme which may include referral links, discount codes, and promotional incentives. Separate Affiliate & Partner Programme Terms apply to participation in this programme.

3. Services Provided

Pricing Penguin offers the following tools and services:

• AI-Powered Pricing Estimates: Generate cost estimates for construction projects based on inputted data and industry benchmarks.
• AI-Generated Visual Outputs: The platform may generate images, visualisations, and design concepts for illustrative purposes.
• Contractor Profiles: Showcase your business to potential clients with comprehensive profiles, including services offered, certifications, and customer reviews, providing that the package required is selected for this function.
• Geo-Targeted Search Results: Match clients with contractors based on proximity, reducing travel times and promoting local services, to those with the middle and higher package option.
• Social Media Marketing – Social media marketing may be included in your plan and will be carried out on the relevant social media platforms, such as, but not limited to, Instagram, Facebook, TikTok, YouTube.
• Trusted by Percy (Price Assurance & Trust Scores) – An additional, independent price fairness and trust accreditation feature available alongside a Contractor's profile. Tradespeople achieve price assurance and build a Trust Score by submitting records of their previous work (including quotations, invoices, and completed project evidence) for AI price fairness evaluation, verifying their business credentials, and receiving published customer reviews.

Disclaimer: While we strive for accuracy, AI-generated pricing estimates are based on available data and should not be considered definitive. Users are encouraged to verify estimates independently, and seek advice from the contractor for a final, more accurate quotation. We only provide price ranges, to the best of our knowledge.

No Reliance on Outputs: All AI-generated outputs, including pricing estimates, recommendations, and visual content, are provided for informational purposes only. Users must not rely on them as professional advice, quotations, or guarantees. Pricing Penguin Ltd accepts no liability for decisions made based on such outputs.

Contractor Pricing Autonomy (UK Competition Law Protection): Whilst our AI analyses objective regional market data and submitted previous work to assess whether pricing appears fair and reasonable for the purposes of the Trusted by Percy price assurance accreditation, Contractors remain entirely independent and free to set their own prices and rates. Pricing Penguin Ltd does not dictate, fix, or impose price ceilings or floors.

4. Payments and Subscriptions

4.1 Subscription Plans

We offer tiered subscription plans tailored to contractor needs. Detailed features and pricing for each plan are available on our website. Pricing is subject to change with a minimum of 30 days' prior notice.

4.2 Payments

All payments are payable to Pricing Penguin Ltd. Subscription fees are processed securely through our third-party payment processor, Stripe, using their secure transaction system. We accept major credit and debit cards.

Subscription fees are billed on a recurring monthly or annual basis, as per the selected plan. By providing your card details, you authorise us to automatically charge your subscription fees to this payment card on file for each billing cycle. Late payments or declined transactions may result in temporary account suspension until the outstanding balance is settled.

4.3 Refund Policy

• Refunds are generally not provided for unused portions of subscription periods unless mandated by law, such as under the Consumer Contracts Regulations 2013. Refund requests must be submitted via our contact section (See clause 2.2) available on the website and will be reviewed on a case-by-case basis.

4.4 Taxes

• Users are responsible for any applicable taxes, including VAT, associated with their subscription. VAT is charged on all subscriptions and, VAT details are provided on invoices for the subscription.

4.5 Fraudulent Activity Disclaimer

• Pricing Penguin Ltd takes fraudulent activity seriously and is committed to protecting its users from scams. We will never ask for sensitive information, such as your password, full payment details, or personal identification, via email, phone, or unsolicited messages. All payments to Pricing Penguin Ltd should only be made through our secure platform or authorised payment processors as indicated on our website. If you suspect fraudulent activity or receive a suspicious communication claiming to be from us, do not provide any information. Please report the incident immediately via our contact section (See clause 2.2), so we can investigate and take appropriate action. Your security is our priority, and we encourage vigilance against potential scams.

The platform may use referral tracking mechanisms, including discount codes and affiliate links, to attribute commissions or promotional benefits. Pricing Penguin Ltd is not responsible for failed attribution where incorrect or invalid codes are used.

5. Content and Intellectual Property

5.1 User Content

Users retain ownership of the content they upload to the platform. By uploading content—including quotations, invoices, records of previous work, project images, and customer reviews—you grant Pricing Penguin Ltd a non-exclusive, worldwide, royalty-free licence to use, modify, reproduce, and display that content solely for the purposes of operating, promoting, and improving the Services. This includes processing submitted previous work and reviews via our AI models to evaluate price fairness and calculate Trust Scores for the Trusted by Percy accreditation. Content must comply with all applicable intellectual property laws, including the Copyright, Designs and Patents Act 1988.

5.2 Website Content

All website content, including software, graphics, text, and visual badges, is owned by or licensed to Pricing Penguin Ltd. Furthermore, the algorithmic logic, market benchmarking datasets, and calculation models used to assess price fairness and generate Trust Scores and Trusted by Percy price assurance badges are the exclusive intellectual property of Pricing Penguin Ltd. Unauthorised use, reproduction, or distribution is prohibited and may result in legal action.

6. Liability and Disclaimers

6.1 General Disclaimer

Pricing Penguin acts as a platform provider and is not directly involved in agreements between contractors and clients. We do not:

• Guarantee job success or project outcomes.
• Validate the absolute accuracy of user-submitted information.
• Endorse or certify any contractor or client. Achieving the additional Trusted by Percy price assurance accreditation or displaying a Trust Score indicates that a Contractor's previous work has met specific price fairness and review criteria on the platform, but does not constitute an express or implied guarantee of future pricing, workmanship, or legal endorsement by Pricing Penguin Ltd.

6.2 Limitation of Liability

To the fullest extent permitted by law, Pricing Penguin Ltd. is not liable for:

• Indirect, incidental, or consequential damages.
• Loss of revenue, profits, or data.
• Disputes arising between contractors and clients.
• Errors or inaccuracies in AI-generated pricing estimates.
• Interruptions or downtime of the website or services.
• Acts of third parties, including other users or contractors.
• Disputes or losses arising from a Client’s decision to engage or not engage a Contractor based on a Trust Score or Trusted by Percy price assurance badge.
• Loss of business or revenue suffered by a Contractor resulting from an adjusted Trust Score, an AI price fairness evaluation of their previous work, or the removal of their Trusted by Percy accreditation badge.

6.3 No Warranty

• Pricing Penguin Ltd provides the services “as is” and “as available” without warranties of any kind, express or implied, including but not limited to fitness for a particular purpose, merchantability, or non-infringement.

6.4 Indemnification

Users agree to indemnify and hold harmless Pricing Penguin Ltd. from claims, damages, or liabilities arising from:

• Breach of these Terms.
• Misuse of the platform or services.
• Violations of third-party rights, including intellectual property.
• Claims by third parties resulting from transactions or agreements facilitated through our platform

6.5 Liability for Content

• Pricing Penguin Ltd is not responsible for the accuracy, reliability, or legality of content uploaded by users.
• Users bear sole responsibility for ensuring that their content complies with applicable laws and does not infringe on third-party rights.

6.6 Force Majeure

Pricing Penguin Ltd. is not liable for delays or failures in performance caused by events beyond our reasonable control, including but not limited to acts of God, natural disasters, pandemics, strikes, or interruptions in power or internet services.

6.7 Third Party Links

Our website may contain links to third-party websites or services. Pricing Penguin Ltd is not responsible for the content, policies, or practices of these external sites and disclaims all liability for damages arising from their use.

6.8 Limitation of Financial Liability

To the maximum extent permitted by law, the total aggregate liability of Pricing Penguin Ltd. to you for any and all claims arising out of or in connection with these Terms or your use of the Services shall not exceed the total amount of subscription fees paid by you to Pricing Penguin Ltd. in the twelve (12) months immediately preceding the event giving rise to such a claim. This limitation will apply regardless of the form of action, whether in contract, tort (including negligence), or otherwise.

6.9 AI Generations

Users acknowledge that AI-generated outputs may not reflect actual site conditions, costs, regulations, or feasibility, and should always be independently verified by qualified professionals.

Pricing Penguin Ltd is not responsible for how users interpret or apply AI-generated outputs, including visual or pricing outputs, price fairness checks, or Trust Scores during contractual negotiations between clients and contractors.

7. Account Security and Concerns

7.1 Account Security

• Responsibility for Account Credentials – Users are responsible for keeping their account credentials (Username, password, etc) confidential and secure. Passwords should be strong, unique, and regularly updated to minimise the risk of unauthorised access.
• Unauthorised Access – Users must immediately report any suspicious or unauthorised access or account compromise. Signs of unauthorised access include unfamiliar login locations, unrecognised devices, or unexpected account activity.
• Regular Monitoring – Users should monitor their account activity regularly to ensure no unauthorised changes or actions have occurred.

7.2 Reporting Issues or Concerns

• Reporting Security Issues – Users can report security concerns, such as suspected phishing attempts or vulnerabilities via our contact section (See clause 2.2). An immediate response protocol is in place to investigate and address the reported issue.
• Reporting Fraudulent Activities – If users suspect fraudulent activity on their account or another user’s account, they should report it immediately via our contact section (See clause 2.2).
• Communication of Concerns – Users can raise general concerns about the platform’s functionality, user behaviour, or content through our contact section (See clause 2.2), directly available on our website, any issues will be taken seriously and resolved as necessary, should further information be needed, the contact will be made where appropriate.
• Emergency Protocols – In critical situations (e.g. major Security Breaches), communicate with the team immediately, via email, and where necessary, via telephone.
• FAQ’s – For any concerns or matters regarding the website, please consult our FAQ’s page first.

Pricing Penguin Ltd reserves the right to access your account at anytime, and amend any aspect of the account should be required to do so for reasons stated in the Terms of Service, Privacy Policy or Acceptable Use Policy.

8. Communication Between Customers and Contractors

8.1 Independent Agreements and Communication

• Once a customer and contractor agree to proceed with a project, the terms of their arrangement (e.g. pricing, timelines, and deliverables) are solely between them.
• Pricing Penguin Ltd is not liable for disputes arising from miscommunication or agreements made directly between customers and contractors outside the platform. And therefore is not liable for any such communication beyond the platform itself.

8.2 Maintaining Professionalism

• All interactions between customers and contractors must remain professional, even outside the platform. Inappropriate or abusive behaviour, as outlined in our Acceptable Use Policy, may lead to suspension or removal from pricingpenguin.co.uk

8.3 Dispute Resolution & Impact on Trust Scores

• Whilst Pricing Penguin Ltd is not directly involved in disputes and thereby does not accept liability for communication outside the platform, we encourage users to resolve issues amicably. Contractors acknowledge that substantiated customer complaints regarding pricing discrepancies or poor workmanship may be investigated by Pricing Penguin Ltd and may directly impact their Trust Score or result in the removal of their additional Trusted by Percy price assurance accreditation.

8.4 Reviews, Feedback, and Trust Score Contribution

• Honest and Accurate Reviews – Customers must leave reviews that are truthful and reflect their genuine experiences. Contractors may not solicit false or misleading reviews. The Consumer Protection from Unfair Trading Regulations 2008, prohibits misleading practices, including fake reviews.
• Contribution to Trust Scores: Customer reviews submitted on the platform contribute directly towards a Contractor’s overall Trust Score and ongoing price fairness verification alongside their standard profile.
• Review Publication: Reviews are moderated before publication, and only published reviews count towards a Contractor’s Trust Score. We do not currently designate individual reviews as “verified”; if such a designation is introduced, it will only ever be applied where a review has genuinely been matched to evidence through the platform.
• Prohibition of Review Manipulation: In compliance with the Consumer Protection from Unfair Trading Regulations 2008 and the Digital Markets, Competition and Consumers Act 2024, Contractors are strictly prohibited from incentivising customers to leave positive reviews, concealing incentivised reviews, or attempting to suppress or remove negative feedback. Reviews must remain independent and unbiased to maintain the integrity of platform Trust Scores and price assurance.
• Response to Reviews – Contractors may respond to reviews professionally to address feedback. Responses should not include personal attacks, inappropriate language, or confidential information.
• Moderation of Reviews – Pricing Penguin Ltd reserves the rights to moderate or remove reviews that:
• Include personal or sensitive information about an individual
• Contain offensive or defamatory language
• Are proven to be false or fraudulent
• Right to Challenge Reviews – Contractors can dispute reviews they believe are unfair or inaccurate. Pricing Penguin Ltd will investigate and if necessary, request supporting evidence from both parties.
• Encouraging Constructive Feedback – Customers are encouraged to leave balanced feedback, including both positive aspects and areas for improvement.

9. Termination

Pricing Penguin reserves the right to suspend or terminate accounts, downgrade Trust Scores, or revoke the Trusted by Percy price assurance badge for:

• Breaches of these Terms.
• Non-payment of subscription fees.
• Submitting false quotations, doctored invoices from previous work, misleading photographs, or fraudulent verification documents.
• Engaging in review manipulation or practices prohibited under the Digital Markets, Competition and Consumers Act 2024.
• Activities deemed harmful to the platform’s integrity or other users otherwise listed in the Terms of Service.

Prior to termination of the account, the account holder will be notified that such action will take place should the issue in concern not be rectified, or suitable arrangement put in place. Users may cancel their subscriptions at any time through their account settings. Upon cancellation, access to premium features will cease at the end of the current billing cycle.

10. Use of the Mobile Application

10.1 General

By downloading, installing, or using the Pricing Penguin mobile application (“App”), you agree that these Terms of Service apply to your use of the App in addition to our website. If you do not agree to these terms, you must not use the App.

10.2 App Store Compliance

The App is made available through third-party platforms, including but not limited to the Apple App Store and Google Play Store. Your use of the App is also subject to the terms and policies of the respective platform provider, which may have separate rules regarding refunds, subscriptions, and user data. We are not responsible for the actions, terms, or policies of these third-party platforms.

10.3 Data Collection & Usage

By using the App, you consent to the collection and processing of certain data, as outlined in our Privacy Policy. This may include:

• Usage Data: Information about how you interact with the App, including feature usage and engagement metrics.
• Device Data: Information about your device, operating system, and app version.
• Advertising Data: Information related to ad interactions, impressions, and performance.

We use this data to improve the App, provide personalised content, and enhance user experience. For full details, please refer to our Privacy Policy.

10.4 Advertising & Third-Party Services

The App may display advertisements, including those provided by third-party ad networks such as Google AdSense and AdMob. These advertisements may be targeted based on your usage, interests, or device data. You acknowledge and agree that:

• Advertisements may be displayed at various points within the App, including but not limited to on-screen banners, interstitial ads, or video ads.
• Certain ads may appear based on user actions, such as refreshing a page or navigating to a new section.
• We do not control the content of third-party advertisements and are not responsible for their accuracy, relevance, or legality.

For more details on how ads are displayed and how your data is used for advertising, refer to our Privacy Policy.

10.5 Push Notifications & Communication

By installing the App, you agree to receive push notifications, including but not limited to:

• Important account updates (e.g., security alerts, service changes).
• Promotional messages related to new features, offers, or content.
• General reminders and app engagement messages.
• Message notifications from contractors

You can manage your notification preferences at any time through your device settings.

10.6 In-App Purchases & Subscriptions (If Applicable)

If the App offers paid features, in-app purchases, or subscriptions, all transactions will be processed through Apple App Store or Google Play Store. You are responsible for managing your subscription and billing settings directly through the respective platform. We are not liable for billing disputes related to third-party payment processors.

10.7 App Updates & Availability

We may release updates, bug fixes, or new features for the App. These updates may be required to continue using the App. We do not guarantee continuous availability of the App and reserve the right to modify, suspend, or discontinue any part of it without prior notice.

10.8 Termination of Use

We reserve the right to suspend or terminate your access to the App if you violate these terms or engage in misuse of the platform. Upon termination, you must immediately delete the App from your device.

11. Privacy Policy

• Our Privacy Policy outlines how we collect, use, and safeguard user data in compliance with the General Data Protection Regulation (GDPR). Users are encouraged to review the Privacy Policy to understand their rights and our data practices.

12. Governing Law and Dispute Resolution

These Terms are governed by the laws of England and Wales. Disputes arising under these Terms shall be resolved:

• Primarily through mediation, where feasible.
• If unresolved, through the courts of England and Wales, adhering to the Civil Procedure Rules.

13. Changes to the Terms

• We reserve the right to modify these Terms at any time. Significant changes will be communicated via email or a prominent notice on the website. Continued use of the platform after updates constitutes acceptance of the revised Terms.
• Should you have any issues regarding the changes to Terms of Service, please do not hesitate to contact our team.

14. Contact Us

For inquiries or concerns regarding these Terms, contact us via our website.

Last updated: 22/08/2026

Last Updated: 22/08/2026

1. What "Trusted by Percy" Is

Trusted by Percy is Pricing Penguin's independent trust and fair-pricing accreditation framework for tradespeople. It consists of an objective Trust Score and a Pricing Accreditation Badge.

It is an independent assessment, based on the evidence available to us, that a tradesperson’s real quotes are not significantly above fair local rates for the same kind of work. It is our opinion of the evidence—it is not a guarantee of workmanship, and it does not mean every future quote has been checked.

2. The Founding-Member Pilot

The scheme is currently in its founding-member pilot. During this stage:

• Tradespeople register their interest when creating a Pricing Penguin account (or by contacting us), and we contact them directly.
• We ask for a small number of recent, real quotes or invoices, which are checked against Pricing Penguin's independent UK pricing data for the same kind of job in the tradesperson's area.
• The pricing comparison is automated; a member of our team manually reviews every result to ensure the documentation is genuine and accurate.
• We check the tradesperson's business details, including against Companies House records where applicable.
• Tradespeople submit their public liability insurance and any trade qualifications through their dashboard. A member of our team checks each document by hand and records the outcome. A submitted document is never treated as checked until a human has explicitly reviewed it.
• The accreditation badge is awarded manually by Pricing Penguin once these checks are complete.

3. How the Trust Score Works (Point System)

The Trust Score is built entirely from the evidence a tradesperson provides on their profile. It operates on an additive points system (out of 100)—a tradesperson earns points for providing evidence, and cannot lose points for actions they have not taken (a line simply scores zero until earned).

Homeowners only see a general band (e.g. "Good") on the public profile; the exact numerical score is kept private to the tradesperson. We do not rank tradespeople against each other, nor do we publish comparisons.

The Trust Score is broken down as follows:

• Starting Position: Every business starts with a base score of 20 points.
• Your Business: Points are earned for verifying with Companies House (10 points), writing a business description (4 points), adding a logo (3 points), and providing a contact phone number (3 points).
• Checked Documents: Points are earned for checked and in-date public liability insurance (12 points) and trade qualifications (8 points).
• Your Work: Points are earned for uploading photos of completed work (up to 10 points) and sharing recent quotes for fair-pricing checks (up to 10 points). A quote that does not meet the fair local rate simply earns nothing; it never deducts points.
• Your Customers: Points are earned by collecting published customer reviews (up to 15 points) and maintaining an average rating above 4.0 once 3 reviews are published (5 points).
• Public Verification (The Percy Number): Every accredited tradesperson is issued a unique Percy number (for example, PCY-WUT9CY) visible on their dashboard. Homeowners can use this identifier on our public verification page to independently look up a tradesperson's current badge status and accreditation dates at any time; the general Trust Score band appears on the public profile.

Note: Because the score reflects current evidence, it can move downwards if a verified document lapses (e.g. if insurance expires, those points pause until it is renewed).

4. How the Pricing Test Works

The assessment is one-sided: we check that prices are not significantly above fair local rates. Low prices are never a violation, and being inexpensive is never a reason to fail, lose, or be refused accreditation.

Pricing Penguin does not set prices, does not recommend prices, and does not require any tradesperson to charge any particular amount. Accredited tradespeople receive no pricing benchmark information beyond what is already publicly available on this website.

Subcontracting and Specialist Costs: When assessing quotations that include specialist subcontracted services—such as scaffolding, heavy plant hire, or structural engineering—particular care is taken: where the automated comparison cannot fairly account for those pass-through costs, the quote is marked as unable to be assessed and flagged for manual review rather than counted against the tradesperson, so core labour and materials are only ever judged on a like-for-like basis.

5. Customer Documents and Data Anonymisation

Quotes and invoices shared with us for assessment often contain customers' personal details. We are deliberately strict regarding homeowner data privacy.

When a tradesperson uploads a quote or invoice (which can be submitted as a JPG, PNG, WebP, or PDF up to 10MB):

• We utilise automated text extraction to read the line items. However, any extraction discrepancies or unclear items are immediately flagged for human review before any pricing comparisons are finalised.
• We never save the image. It is read once and discarded—it is not stored on our servers or in our file storage at any point.
• We remove personal details from what we read: names, addresses, phone numbers, email addresses, and any bank or account details. Full postcodes are shortened to the area only (e.g. HP22), as this makes a quote comparable to local rates.
• Whilst our system strips out personal details, we highly encourage tradespeople to physically redact customer names and contact details before uploading any documents, providing an extra layer of data protection for homeowners.
• What we keep is the anonymised pricing record: the description of the work, the line items and amounts, the total, and the postcode area. This anonymised data and pricing information is processed and retained to support our ongoing fair-pricing assessments.
• The tradesperson can see exactly what we kept, and can delete any of it at any time.

Automatic removal of personal details is thorough but not infallible. Records are private to us and the tradesperson, are never published, and can be deleted on request.

Insurance certificates and qualifications operate similarly: the document is held privately until our team checks it is genuine, then the image is deleted. We deliberately retain the issuer, the policy/certificate number, the cover amount, the dates, and the business name it is issued to so we can verify the cover. Phone numbers and contact details on those documents are stripped out.

Data Retention: We keep these parsed records for as long as the tradesperson holds, or is applying for, accreditation, and for 12 months after that ends. Records from incomplete applications are deleted once they are 12 months old. A tradesperson can delete their own records at any time, and we delete everything on request.

6. Customer Reviews & Integrity

Customer reviews contribute directly to a tradesperson's Trust Score. To protect the integrity of the platform:

• Anti-Fraud and Solicitation Rules: Submitting doctored quotes, fabricated invoices, manipulated photographs of completed work, or synthetic reviews is strictly prohibited. Furthermore, in strict compliance with the Digital Markets, Competition and Consumers Act, tradespeople must not selectively invite only satisfied clients to leave reviews (review gating), nor offer financial discounts, credits, or incentives in exchange for positive feedback.
• Enforcement: Engaging in review manipulation or submitting fraudulent documents will result in the immediate removal of the Trust Score, revocation of the accreditation badge, and potential permanent account termination.

7. Expirations, Pauses, and Appeals

Accreditation runs for 12 months from the date of the check, and then requires re-verification. We write to the tradesperson before it runs out.

Two things pause a badge automatically, without human intervention:

• The checked insurance certificate passes its expiry date. (The badge is reinstated once a current certificate is checked).
• The accreditation passes its 12-month anniversary without being checked again.

A paused badge is not a finding against the tradesperson's work or pricing—it indicates a document requires updating. Our verification page states "paused" rather than "removed", and explains the reason.

Accreditation can also be removed if a tradesperson repeatedly quotes significantly above fair local rates without good reason, submits falsified evidence, or ignores verified complaints. We investigate every report submitted via our contact page. We do not publish failed or refused applications.

Appeals: If a tradesperson believes a badge pause, revocation, or a Trust Score evaluation has been applied in error, they may submit an appeal via our contact page for manual review.

8. What the Badge Does Not Mean

• It is not a guarantee of the quality of the physical work, and we do not inspect jobs on site.
• It does not mean every quote the tradesperson issues has been checked—always get a written quote.
• It does not replace your own judgement, references, or a written contract.

9. Changes to This Policy

The scheme is new, and this policy describes the founding pilot as it operates today. It will be expanded as the scheme develops, and significant changes will be reflected on this page.

10. Contact

If you have any questions about Trusted by Percy, this policy, or your data, please contact us via our website.

Last Updated: 22/08/2026

1. Introduction

At Pricing Penguin Ltd, we prioritise the security and integrity of every account on our platform. This policy explains our three levels of verification:

• A standard email verification process that we manage for all users.
• A more detailed financial and identity verification process conducted by our payment processor, Stripe, for our subscribing Contractors.
• An optional price assurance and business verification process for Contractors who apply for our "Trusted by Percy" accreditation and Trust Score.

This document outlines the purpose of these verifications, how they work, and our commitment to protecting your data throughout the process. Full operational terms and scoring methodologies for our price assurance accreditation are detailed in our separate Trusted by Percy Policy.

2. Purpose of Verification

We require verification for the following key reasons:

• Account Security: To prevent unauthorised access and protect accounts from fraudulent activity.
• Secure Communication: To ensure we can send you important account, service, and payment notifications.
• Platform Integrity: To reduce the creation of fake or spam accounts.
• Regulatory Compliance: To meet legal requirements for user authentication and payment processing.
• Price Assurance & Trust Building: To verify trade credentials and evaluate historical records of previous work, ensuring fair and transparent pricing for Contractors participating in the optional Trusted by Percy accreditation.

3. Levels of Verification

3.1 For All Users (Clients and Contractors) Our direct verification process is limited to confirming ownership of your email address. This helps secure your login and ensures we can communicate with you effectively.

3.2 For Subscribing Contractors (Handled by Stripe) While we do not conduct these checks ourselves, our payment processor, Stripe, performs in-depth verifications on all paying accounts to comply with legal "Know Your Customer" (KYC) requirements. This may include verifying:

• User Identity: (e.g., passport or driver’s licence).
• Payment Method: Ensuring the card is valid and authorised.
• Business Details: For registered companies.

3.3 For Trusted by Percy Accreditation (Optional Price Assurance & Trust Score Verification) In addition to standard email verification and Stripe KYC checks, subscribing Contractors may optionally apply for the Trusted by Percy price assurance accreditation and Trust Score. This involves an additional layer of verification to ensure price fairness and consumer trust, which includes:

• Business & Credential Verification: Verifying proof of identity, business registration (e.g., Companies House), relevant trade certifications, and valid public liability insurance.
• Previous Work & Price Fairness Verification: Submitting authentic historical records of previous work—including past quotations, invoices, and completed project documentation—so that our AI can analyse pricing against objective regional market benchmarks to confirm price fairness and provide price assurance.
• Customer Review Moderation: Customer reviews are moderated before publication, and only published reviews count towards a Trust Score. We do not currently label individual reviews as independently verified.

To ensure clarity and avoid duplication, the complete eligibility criteria, AI price fairness evaluation methodology, Trust Score calculation factors, and appeals procedures for this accreditation are governed separately under our standalone Trusted by Percy Policy. Contractors applying for this accreditation must read and comply with that policy alongside this document.

4. How Email Verification Works

When any user creates an account or updates their email address, our system initiates the following process:

• Verification Email: An email containing a unique, time-sensitive verification link is automatically sent to the address you provided.
• User Action: You must click this link to confirm you own the email address.
• Confirmation: Once clicked, your account is marked as "Verified," granting you full access to our platform's features.
• Link Expiration: For security, the verification link will expire after 24 hours. If the link expires, you can easily request a new one from your account settings.

If an email is not verified, access to certain features may be restricted, and the unverified account may be deactivated after a set period.

5. Data Protection and Privacy

We handle all data in strict accordance with UK data protection laws, including UK GDPR and the Data Protection Act 2018.

• Your verified email address is stored securely and used only for authentication and essential communications.
• We do

not sell or share your email address with third parties for marketing purposes.

• You have the right to access, correct, or request the deletion of your data at any time by contacting us through our website.

6. User Responsibilities

To help maintain the security of your account, you agree to:

• Provide a valid and accurate email address that you control.
• Avoid using temporary or disposable email addresses.
• Secure your email account and notify us immediately if you suspect any unauthorised access to your Pricing Penguin account.

7. Changes to This Policy

We may update this policy to reflect changes in our processes or legal requirements. Users will be notified of any significant updates.

8. Contact Information

If you have any questions about this Verification Policy, please contact us via our website.