Terms & Conditions

Last updated: 3 October 2026

These terms govern use of 1E2 by customers and responders. By creating an account, submitting a request, accepting a job or otherwise using the platform, you agree to these terms. Nothing in these terms limits statutory rights that cannot lawfully be excluded.

What 1E2 provides

1E2 is a technology marketplace and dispatch platform that helps customers find suitable local responder organisations that are available to receive work. Responders are independent businesses and are responsible for the services they provide, their staff, qualifications, insurance, pricing and compliance with applicable law.

Urgent Help and Flexi Help

Urgent Help is intended for work needed now and uses live responder availability. Flexi Help is intended for eligible next-day work offered in AM or PM availability windows. 1E2 is not a substitute for the emergency services. If there is immediate danger to life or property, contact the appropriate emergency service.

Customer requests

Customers must provide accurate information about the issue, location, urgency and any relevant access or safety information. Customers must not use 1E2 for unlawful activity, false call-outs, abusive conduct or situations that should instead be handled by emergency services.

Responder obligations

Responders must keep their business, insurance, verification, service, pricing, working radius, team and availability information accurate and current. Marking an account or team member Available means they are ready to monitor suitable incoming job alerts. 1E2 may automatically switch or lock availability where repeated job offers are missed, including after 3 consecutive unanswered offers, until the account is reviewed and reinstated where appropriate.

Live job acceptance

Urgent job offers are designed for rapid response and may use a short acceptance window of approximately 30 seconds. Flexi offers may use a short acceptance window of approximately 60 seconds. Where an offer expires, 1E2 may release the responder, continue matching, reset the request or release any relevant payment authorisation as appropriate.

Pricing, service fees and payments

Responders set their own customer-facing job pricing. 1E2 does not take commission from a responder's completed job price, so the responder keeps 100% of the agreed completed job price, subject to any lawful refund, chargeback, rectification or other adjustment permitted by these terms. 1E2 may charge the customer a separate platform or service fee, which is shown before the customer confirms the booking.

Where a founding-customer or promotional offer applies, 1E2 may waive its own service fee for the customer's first eligible booking. The responder's job price remains payable. Payment authorisations, charges, additional-work payments, cancellation charges and no-show charges are presented in the booking or approval flow before the customer is charged where required.

Additional work

If additional labour, parts, materials or a return visit are needed, the responder must submit the additional work through 1E2 where the feature is available. The customer must approve the additional price before an additional charge is treated as agreed.

Job progress and completion records

Responders are expected to keep job status reasonably current, including when travelling, arriving, starting work and completing the job. 1E2 may retain a permanent booking record including timestamps, payment status, approved additional work, completion notes, photos or evidence and customer feedback.

Cancellations and no-shows

Where a customer cancels before responder dispatch, a full refund will normally apply. Where a customer cancels after dispatch, a cancellation charge may apply and the booking flow will show the relevant treatment before confirmation where required. A responder no-show or responder cancellation may result in a full customer refund. A verified customer no-show may result in no refund or an agreed charge where the responder has followed the required attendance and contact process. The exact outcome may depend on the booking status, evidence and applicable law.

Complaints, rectification and refunds

Service complaints and refund requests are reviewed by 1E2 customer support. A complaint does not automatically create a right to an immediate full refund. Where a reported issue may relate to the original service, 1E2 will normally give the original responder a reasonable opportunity to inspect and, where appropriate, put qualifying work right. Depending on the circumstances and applicable law, an outcome may include rectification, a partial price reduction, a full refund, an alternative responder or no refund where the new issue is not attributable to the original work. Customers and responders must provide reasonable information requested for the review. This process does not affect a customer's statutory rights.

Responder payout timing and holds

Completed responder earnings normally enter a minimum 48-hour customer review period. Eligible and undisputed responder earnings are processed by 1E2 each Monday at 12:00 PM UK time. An earning whose review period has not ended by that cut-off will normally move to the following Monday's payout. Bank settlement times may vary after 1E2 processes a payout.

Where a specific job is subject to a genuine customer complaint, refund review, suspected fraud, payment reversal or other reasonable investigation, 1E2 may temporarily hold the earnings relating to that job while the issue is reviewed. Undisputed eligible earnings from other jobs should continue through the normal payout cycle. Where permitted by law and these terms, an agreed refund, price reduction or reasonable rectification cost may be deducted from an unpaid balance or future responder earnings, or recovered from the responder where payment has already been made.

Responder membership

Responder membership is charged per active responder seat once the relevant area is live. The first 100 founding responders in a county receive 6 live months free from the date that county goes live. After that free period, or for responders joining after the first 100 founding places have been allocated, the standard membership price is £79 per month per active responder seat unless a different price is clearly displayed and agreed. 1E2 may amend future pricing by giving appropriate notice before a new price takes effect.

Territory launch

1E2 may keep customer booking closed in an area until responder coverage, service depth and available capacity are sufficient for a reliable launch. Responder registration may remain open while an area is recruiting. 1E2 may use readiness thresholds and manual operational review when deciding whether to open an area.

Account and platform security

Users are responsible for keeping account credentials and supported device-security methods secure. 1E2 may suspend, restrict or lock access where reasonably necessary for safety, fraud prevention, legal compliance, repeated operational failures or platform security.

Platform availability

1E2 does not guarantee that a responder will always be available, that every request will be accepted, that an estimated arrival time will be exact, or that the platform will always be uninterrupted. Where systems or third-party services fail, 1E2 may use operational safeguards, retries, alerts and manual review to restore service and protect users.

Liability

Nothing in these terms excludes liability where exclusion is prohibited by law. To the fullest extent permitted by law, 1E2 is not responsible for indirect or consequential loss arising from services performed by independent responder businesses.

Changes to these terms

1E2 may update these terms as the platform, pricing, operational processes or legal requirements change. The latest version will be published on this page with the updated date shown above. Where a material change affects an active paid service or membership, 1E2 will provide notice where required.

Contact

General enquiries can be sent to Hello@1elephant2.com. Customer service complaints and refund requests should be sent to Support@1elephant2.com. Responder support and payout queries should be sent to ResponderSupport@1elephant2.com.