Engineer Network — Terms & Conditions
These are business-to-business terms. By creating a BOYLA engineer account you confirm you are acting in the course of a trade or business, not as a consumer.
1. Who we are and what this is
1.1 BOYLA LTD (“BOYLA”, “we”, “us”), a private limited company registered in England and Wales under company number 15587814, registered office 160 Eureka Park, Upper Pemberton, Kennington, Ashford, England, TN25 4AZ, operates boyla.co.uk and engineers.boyla.co.uk — a service that introduces homeowners and businesses (“Customers”) who request help with heating appliances to registered heating engineers (“you”).
1.2 These terms are a business-to-business agreement.
1.3 We are an introduction service only. Any contract for work is between you and the Customer. We are not a party to it, we do not supervise your work, and we make no promises about the volume, frequency or value of leads.
2. Eligibility and verification
2.1 You must hold, and keep current, the registration(s) relevant to the work you accept leads for: Gas Safe (in the specific categories on your registration — e.g. natural gas domestic, LPG, commercial), OFTEC for oil, MCS/F-Gas for heat pumps.
2.2 We verify your registration(s) and the scopes they cover before activating your account, and may re-verify at any time. You must tell us immediately if any registration lapses, is restricted or is removed. Accepting leads for work you are not registered to do is a material breach and grounds for immediate termination.
2.3 You must hold valid public liability insurance appropriate to your work and provide evidence on request.
3. Credits
3.1 Leads are purchased using account credits. 1 credit = £1. Credits are bought in packs via our payment provider (Stripe); prices are shown inclusive/exclusive of VAT as stated at checkout and a VAT receipt is issued for every purchase.
3.2 Credits are non-withdrawable and non-refundable. Once purchased, credits cannot be exchanged for cash, withdrawn, or transferred to any other person or account. Credits are a prepayment for our lead-introduction services only; they are not money, e-money, a deposit or an investment, they earn no interest, and they have no cash value.
3.3 The only ways credits leave your account are: (a) claiming leads; (b) credit-backs into your account under clause 6; (c) forfeiture under clauses 3.5–3.6 or 10.
3.4 Bonus credits included in packs are promotional and are always spent first.
3.5 Credits do not expire while your account is active. If your account has been inactive for 12 consecutive months (no login and no claims) we may close it and forfeit remaining credits, after giving you at least 30 days’ notice by email to spend them.
3.6 If you close your account voluntarily, unused credits are forfeited — spend them first. If we permanently withdraw the service, or terminate your account other than for breach, we will refund the purchase price of unused purchased credits (bonus credits excluded). Nothing in this clause limits rights you have by law.
3.7 We may change pack prices and lead prices at any time; changes never affect credits already in your account (a credit is always worth £1 against lead prices at the time of claiming).
3.8 VAT. BOYLA LTD is not currently VAT registered, so no VAT is charged on credit purchases and no VAT is recoverable by you on them. A receipt is issued for every purchase. If we become VAT registered we will show VAT at checkout, issue VAT invoices, and give notice under clause 8.1 before any price change takes effect.
3.9 Chargebacks. If you raise a chargeback or payment dispute rather than contacting us first, we may immediately suspend your account and freeze remaining credits pending resolution. Where a chargeback succeeds on credits already spent on leads, we may recover that amount as a debt. Please raise any billing issue with us first — we will always look at it.
4. Leads and claiming
4.1 A lead preview shows the job type, fuel/scope, postcode district, appliance brand and reported fault, urgency and posting time — but no contact details.
4.2 When you claim a lead, the lead price is deducted from your balance and the Customer’s contact details (name, phone, email, first line of address) are revealed. Each lead is sold to a maximum of 3 engineers and this is stated to you before you claim. A claim is final once details are revealed, except as set out in clause 6.
4.3 We match leads to your chosen postcode districts, job types and verified scopes only. It is your responsibility to keep your coverage settings accurate.
4.4 Lead information is supplied by the Customer and is not verified by us. Fault codes, symptoms, appliance details, any diagnosis a Customer reports having been given elsewhere, and any indication of budget or urgency are the Customer’s own account. Cost ranges shown on boyla.co.uk are general editorial guidance for homeowners, not quotations, and we never quote on your behalf. You are responsible for independently diagnosing the fault and pricing your own work. A lead is not defective merely because the reported fault turns out to be inaccurate or the job differs from what was described.
4.5 Leads are licensed to you alone. You must not resell, share, syndicate or pass a lead (or the Customer’s details) to any other business, contractor or lead-generation service. Subcontracting the resulting work is permitted provided you remain responsible to the Customer and the subcontractor holds the required registrations.
5. Customer data (GDPR)
5.1 Contact details revealed to you may be used only to contact that Customer about that enquiry, and for your subsequent contract with them if they engage you.
5.2 You must not add Customers to marketing lists, sell or share their details, or contact them about unrelated services. You are an independent controller of the data once revealed and must comply with UK GDPR, including deleting data on request.
5.3 A proven breach of this clause is a material breach: immediate termination and forfeiture of remaining credits.
6. Credit-backs (the only remedy for a bad lead)
6.1 A credit-back — return of the lead price to your account balance — is your sole and exclusive remedy for a defective lead. Cash refunds are never given for leads.
6.2 A lead qualifies for a credit-back only if: (a) the phone number is invalid or permanently unreachable, verified by our own check; (b) the Customer confirms to us they did not make the enquiry; (c) the lead is a duplicate of one you already claimed; (d) the job is outside the coverage you had set when it was matched; or (e) the Customer withdrew the job before any of the claiming engineers could reasonably contact them, confirmed by our check.
6.3 A lead does not qualify because: you did not win the work; the Customer chose another engineer or DIY; your quote was declined; the Customer stopped responding after initial contact; the job was smaller or different than you hoped; or you claimed it in error.
6.4 Process: submit a request no earlier than 24 hours and no later than 7 days after claiming, with the qualifying reason. We verify every request — including contacting the Customer directly — and decide within 2 working days. Our verification, not your assertion, decides the outcome. Decisions are final, subject to clause 6.6.
6.5 Fair use: we monitor credit-back rates. We may pause or refuse requests, require additional evidence, or review your account where your request rate is materially above the platform average or where we reasonably suspect abuse. Submitting false credit-back requests is a material breach: termination and forfeiture of remaining credits.
6.6 Genuine disputes may be escalated to support within 14 days of a decision; one escalation per lead.
7. Your conduct
7.1 You must: identify yourself accurately to Customers as contacting them about their BOYLA enquiry; hold the registrations required for the work; comply with all applicable law and safety regulation; and treat Customers fairly and professionally.
7.2 You must not misrepresent your qualifications, quote for or perform work outside your registered scopes, or apply pressure-selling techniques (including using a fault code to sell an unnecessary replacement boiler — we monitor Customer feedback for this).
7.3 Use of our name. While your account is active you may describe yourself as “part of the BOYLA engineer network” and link to boyla.co.uk. You must not use our name or branding in a way that suggests we employ, endorse, guarantee or supervise your work, register domains or social accounts containing “BOYLA”, or bid on our brand name in paid search. This permission ends when your account does.
8. Service availability and changes
8.1 We may change, suspend or improve the platform (including matching rules, lead pricing and pack pricing) at any time. Material changes to these terms will be notified by email at least 14 days before they take effect; continued use is acceptance.
9. Liability
9.1 Nothing in these terms limits liability for fraud, or for death or personal injury caused by negligence.
9.2 Subject to that: we are not liable for the acts or omissions of Customers; for loss of profit, business or opportunity; or for the outcome of any work you take on. Our total liability to you in any 12-month period is capped at the amount you paid us for credits in that period.
9.3 You indemnify us against claims arising from work you perform for Customers introduced through the platform.
10. Suspension and termination
10.1 We may suspend or terminate your account immediately for material breach — including lapsed registration, misuse of Customer data, false credit-back requests, or Customer-safety concerns. On termination for breach, remaining credits are forfeited.
10.2 You may close your account at any time (clause 3.6 applies to remaining credits).
11. General
11.1 These terms are the entire agreement, are governed by the law of England and Wales, and disputes are subject to the exclusive jurisdiction of the courts of England and Wales. If any clause is found unenforceable the rest stand. We may assign this agreement as part of a sale of the business; you may not assign it.
11.2 No partnership or agency. Nothing in these terms creates a partnership, joint venture, agency, franchise or employment relationship between us. You are an independent business. You have no authority to enter commitments on our behalf or to hold yourself out as doing so.
11.3 Authority. By creating an account you confirm you are authorised to accept these terms on behalf of your business.
11.4 Your own data. We handle your personal data in line with our privacy policy.
11.5 Complaints. Email hello@boyla.co.uk and we will acknowledge within 2 working days and aim to resolve within 10. Credit-back decisions follow clause 6.6.
11.6 Notices. We give notice by email to the address on your account; you give notice by email to hello@boyla.co.uk. Keep your contact details current.
11.7 Events outside our control. We are not liable for failure or delay caused by events beyond our reasonable control, including outages affecting our hosting, payment or communications providers.
Questions about these terms? Email hello@boyla.co.uk.
BOYLA LTD · Registered in England and Wales, company no. 15587814
Registered office: 160 Eureka Park, Upper Pemberton, Kennington, Ashford, England, TN25 4AZ