Terms of service

Last updated: 2 November 2026

Plain-English version. These terms govern your use of LocalWins. By signing up you agree to all of them. If anything below is unclear, email hello@localwins.co.ukand we'll talk it through.

1. Who you're contracting with

LocalWins is operated by LocalWins Ltd, a company registered in England and Wales (Companies House number 17242503), registered office 71-75 Shelton Street, London WC2H 9JQ. We are not VAT-registered today and will register once we cross the threshold. Contact: hello@localwins.co.uk.

2. What you're buying

LocalWins is sold as one of two monthly plans, with one optional add-on. All are month to month, with no setup fee, no joining fee and no deposit.

Growth, £99 a month: everything we make except a website. A dedicated UK Twilio phone number on your account, automated SMS text-back when calls to that number go unanswered, your Google Business Profile optimised and kept up to date, the review engine, a monthly win-back campaign to your own customer list, the B2B Lead Engine where it applies to your trade, and a weekly Business Review with a monthly visibility report.
Website add-on, £50 a month on Growth: Growth with a website is £149 a month in all. It is everything in Growth, plus your website designed, built, hosted and looked after by us for as long as you subscribe. Growth+ is no longer sold: customers who joined on it before 11 Nov 2026 keep it at £149 a month, with everything it included.
Pro, £199 a month plus the advert budget you choose, from £150: everything in Growth, with a website if you want one, plus your own adverts run for you, and Pro Jobs from landlords and agents included (see Pro Jobs below).
A branded review page and QR code at localwins.co.uk/r/<your-slug>, where your customers are invited to leave a Google review and can also send you private feedback.
A customer dashboard to view messages, reviews and settings.
Reasonable founder-led support via email.

Job follow-ups and the LocalWins Jobs network.This is switched on for every account and you can switch it off at any time under Jobs in your dashboard. While it is on, you authorise us to: (a) send each caller who made a job enquiry that wasn't booked one follow-up text in your business's name a few days later, asking whether they still need help; (b) tell you first when they do, so you can take the job (reply TAKE), offer it to other local trades (PASS), or keep it with you so it is never offered on (KEEP); (c) if you reply PASS, or if you have switched on "Offer it on if I don't answer" under Jobs and don't respond within four working hours, ask that caller whether they would like the job sent to other local trades through LocalWins Jobs, and send it only if they agree; (d) about once a month, text your past customers in your business's name asking whether there is anything else you can help with, and treat any job they reply with in the same way, you first. A customer you have booked or done work for, and anyone you have said KEEP about, is only ever offered on after a follow-up if you reply PASS. Offering work to other businesses applies to home trades only: if you run an appointment business (a salon, barber, clinic, gym, garage, dental or veterinary practice), your customers are never offered or shared with anyone, and follow-ups and check-ins are only ever about booking with you. A caller who agrees, or who posts a job with us, becomes a LocalWins Jobs contact, whose details we handle as an independent controller under our privacy policy. The caller stays in your lead list either way. In return, jobs that other trades in your area cannot take are offered to you, included in every plan, and a homeowner you have done work for before is offered back to you first when they post a new job in your trade.

Pro Jobs.A Pro Job is a repair or compliance job from a landlord, letting agent, block or property manager, housing association or other person responsible for a property they let or manage. It reaches us through a tracked campaign link, our landlord and agent pages, or the poster choosing that it is a property they let or manage. Jobs from the homeowner network stay included in every plan, and Pro Jobs are included on the Pro plan. On Growth you can take a Pro Job for a per-job fee of £15 to £95, which is shown to you before you accept it. The fee follows the estimated size of the job: £15 under £500, £30 from £500 to £1,500, £50 from £1,500 to £3,000, £75 from £3,000 to £6,000 and £95 over £6,000. The fee is charged to the card we hold for you when you accept, and the poster's details are released to you once payment is taken. If the landlord or agent cannot be reached within five working days, or withdraws before anyone has spoken to them, the fee is credited back against your next Pro Job. It is credit only and is not refunded in cash. Posters confirm that they have authority to instruct the work and that any occupier they name has agreed to be contacted. Posting is free for landlords and agents.

3. LocalWins Repairs

This section applies if you use LocalWins Repairs, our free service for landlords, letting agents and block managers. The rest of these terms apply too, except that the plan prices, payment and the card requirements in sections 2 and 4 do not apply to Repairs, because Repairs is free. If this section and another section disagree about Repairs, this section wins.

What it is, and that it is free.

LocalWins Repairs has no monthly fee, no setup fee and needs no card. You get a LocalWins number that your tenants call or text to report a repair.
Our AI takes the report. It asks for the property, the problem, how urgent it is and the tenant's name and contact details, and then texts you a job number.
The AI replies to tenants in your business's name. It never promises that a trade will attend by a certain time, never says a person is available, and when a tenant describes danger it tells them to ring 999, or the National Gas Emergency line on 0800 111 999 for a smell of gas.

What you are responsible for.

Giving the number to your tenants and telling them that repair reports to it are handled by LocalWins, with a link to our privacy policy.
Reading and answering the job numbers we text you. A report that you do not answer is not sent to anyone, unless it is an emergency as described below.
Your legal duties as a landlord, agent or manager. Your duties to repair, to keep the property safe and to respond within the times the law sets stay with you. Using LocalWins Repairs does not move any of them to us. We do not decide what is an emergency on your behalf beyond the fixed list below, and we do not guarantee that any trade will accept a job, attend, or attend by any time.
Having the authority to instruct the work at each property you report on, and making sure that any tenant or occupier we contact for you has agreed to be contacted.

SEND, HOLD and Pro Jobs.

When the AI has logged a repair that is not an emergency, we text you a job number. Nothing goes to any trade until you reply SEND and that number. You can leave it, and then nothing goes out.
When you reply SEND, the repair becomes a Pro Job and is offered to vetted LocalWins trades, as set out under Pro Jobs in section 2. The trade pays LocalWins for it, by the per-job fee on Growth or as part of the Pro plan. That cost is the trade's, not yours, and we add nothing to the trade's price for the work.
Reply HOLD and the job number to pause a job that has been sent, or that you have put on hold, and SEND to release it again. A job that LocalWins itself is checking cannot be released from your phone.

Emergencies. Only these are treated as genuine emergencies and are sent to trades without waiting for your SEND: a smell of gas or a carbon monoxide alarm; fire, smoke or a burning smell; sparking, exposed live wires or an electric shock; water that cannot be stopped, such as a burst pipe or flooding; sewage backing up inside the home; a front door or ground floor window that cannot be secured, for example after a break-in; someone stuck in a lift; and a risk of collapse. Everything else waits for your SEND. In particular, no heating or hot water is not treated as an emergency, although it is flagged to you as urgent. You can reply HOLD to pause an emergency job after it has been sent. LocalWins Repairs is not an emergency service and nobody at LocalWins watches the number around the clock. In an emergency a tenant should ring 999, or the National Gas Emergency line on 0800 111 999.

The work is between you and the trade. The contract for the work is between you and the trade that accepts it. The trade invoices you, or your landlord client, directly, and you pay the trade. LocalWins is not a party to that contract, does not carry out the work, and does not guarantee its quality, price or timing. Any complaint about the work is between you and the trade.

Ratings, preferred and blocked trades.

When a trade marks a job done we text you and ask you to rate them from 1 to 5, by replying RATE, the job number and a score. Adding YES to a score of 4 or 5 makes that trade a preferred trade for you.
A preferred trade is offered your future jobs first. A score of 1 or 2 makes that trade a blocked trade for you, and they are not offered your jobs again. Other scores are kept and change nothing.
Preferred and blocked lists are yours and apply only to your jobs. Please rate honestly and only on the work you saw.

Photos. A trade who accepts a job may send photos of the finished work to LocalWins. We store them privately and show them to you against the job in your Repairs log. They are not made public.

Records. LocalWins keeps the messages, timestamps and job records for each report, and a record of past repairs at each property, so that a repeat problem is recognised and you are told it is a repeat. These records may help you show when a repair was reported and how quickly it was dealt with. How long we keep them is set out in the retention section of our privacy policy.

Fair use. Repairs includes up to 300 texts, 100 call minutes and 1,500 AI replies a month, to be used for tenants reporting repairs. If a number is used for anything other than repair reports, we may pause it. We will tell you first where we reasonably can. If you go over, we will talk to you about it first.

Unused numbers and ending Repairs.

If a Repairs number has not been used for 90 days we may withdraw it, after giving you two weeks' notice by email.
You can stop using Repairs at any time by closing your account from the dashboard or emailing hello@localwins.co.uk. Your number is then released, so tell your tenants. Any job that a trade has already accepted carries on between you and that trade.
We may suspend or end your use of Repairs straight away if you break these terms, and we may stop offering Repairs by giving you notice by email. Records are kept after the account closes, as set out in the privacy policy.

4. Pricing + billing

Setup fee: none. There is no joining or setup fee; you pay the monthly subscription from the day you activate. The only add-on is the website at £50 a month on Growth. The only other separately priced items are the per-job fee for a Pro Job on Growth, set out under Pro Jobs above, letters we post for you if you choose to use that service (below), each priced before you send it, and the domain fees below if you leave with a web address we registered.
Payment: signing up is free. The first month is charged when you activate your account, then monthly in advance. You can cancel any time from your dashboard and your plan ends at the end of the paid month. We do not refund part months unless the law says we must. A subscription that was started with included days before 31 October 2026 keeps the dates it was sold with, and its first payment is on the date shown in your dashboard.
Monthly fee: Growth at £99/month, Growth with a website at £149/month, or Pro at £199/month plus the advert budget you choose (from £150), which adds Pro Jobs. Billed monthly in advance via Stripe. Customers who joined on an earlier price keep that price while their subscription continues.
Cancellation: cancel any time from the dashboard. You keep service until the end of the paid month; we don't pro-rate refunds for part months unless the law says otherwise.
Failed payments: if your card fails we'll email you to update it. After two weeks of unpaid balance we pause service. After a month we cancel and release the Twilio number.
Fair usage: your plan includes a monthly allowance of texts, call minutes (used by the AI receptionist when it is switched on) and AI replies, shown in your dashboard. Ordinary use of the service does not come close to it. We reserve the right to charge for usage beyond the included allowance at our cost, but we will always tell you before any extra charge is raised, and we will not charge you the first time you go over. If it keeps happening we will talk to you about a larger allowance rather than send you a surprise bill.
AI voice receptionist: this is switched off unless you turn it on, because it is the one part of the service that uses call minutes. Your dashboard shows the minutes used against your allowance. When the allowance is reached the receptionist stops answering and calls fall back to instant text-back, so you are never billed for minutes you did not agree to.
Letters we post for you: where it is available on your account, you can ask us to print and post a letter about a lead on Work near you. The price is shown before you send and is taken before the letter goes, from a letter credit or your card on file. Letter credits do not expire while your account is open and are not refunded in cash. If our printer does not accept a letter, nothing is posted and the credit, or a credit for the card payment, is given back.
Web addresses we register: where we register a web address (domain name) for your website, it is registered to LocalWins Ltd and kept for your business's use while you subscribe. It is not yours until it has been transferred to you. If you leave and want to keep it, we will transfer it to you, and we reserve the right to charge a transfer fee plus our costs of registering and renewing the domain and the work involved in moving it. We will tell you the amount before anything is charged. A web address you registered yourself stays yours.
Promo codes: if we give you a promo code, it is honoured for the life of the subscription provided you don't cancel and re-subscribe.

5. What you're responsible for

Setting up call-forwarding on your existing phone (we send instructions; you do the 4-code mobile dial sequence).
Ensuring the published phone number you give us is one you actually control.
The content of any SMS or review request that goes out from your LocalWins number. You're the sender in the customer's eyes.
UK-only opt-in/opt-out compliance for any text you send. We honour STOP requests automatically; you must not send marketing texts to people who haven't given consent.
Authorising us to contact your customers. By using the service you give us explicit permission to contact your customers and callers on your behalf (by SMS, WhatsApp and email) to deliver the features you have switched on, such as missed-call text-back, AI replies, review requests and win-back messages sent at your direction.
Letters we post for you.When we print and post a letter at your request, you are the sender and the controller of the personal data in that letter (the recipient's address and anything you add), and LocalWins acts for you as your processor, only to print, post and track it. You decide whether to send it and what it says, and you confirm you have a lawful reason to write to that address. We keep on every letter where the address came from and how to stop letters, never address a home by a person's name, and do not post to an address that asked us to stop or that had a letter from any LocalWins trade in the last 90 days.
The accuracy of data you give us. Where you supply us with customer details (for example an uploaded list, a number you ask us to text, or business information for your AI), you confirm you are entitled to share it and that it is accurate and lawful to use. You agree to indemnify us against claims arising from inaccurate or unlawful data you have supplied.

6. What we're responsible for

Provisioning your Twilio number within an hour of payment clearing.
Keeping the service up. We aim for 99.5% monthly uptime (excluding scheduled maintenance and upstream Twilio/Vercel outages).
Honouring data subject requests under UK GDPR (see privacy policy).
Telling you within 72 hours if a security incident affects your data.

7. Acceptable use

You can't use LocalWins to:

Send unsolicited marketing to people who didn't give consent.
Impersonate another business.
Send anything illegal, harassing, or fraudulent.
Attempt to resell the service or use it for someone else's business without telling us.

If you do, we'll suspend you immediately and refund the unused portion of the current month.

8. Liability cap

To the extent permitted by law, our total liability for any claim is capped at the amount you paid us in the 12 months before the claim arose. We're not liable for indirect losses (lost profit, lost data, lost opportunity). Nothing in these terms limits liability for death, personal injury, or fraud.

9. Changes

If we change these terms materially we'll email you 30 days before they take effect. You can cancel during that window without penalty.

10. Governing law

English law. UK courts have exclusive jurisdiction. If you're a consumer, your statutory rights are unaffected.

Questions? hello@localwins.co.uk or call 0330 043 3007.