Helpers

The helper agreement.

Version 1.0 · 5 October 2026

This agreement is between you (the "helper") and Alxys Ltd (company number 17505468, 114-120 Northgate Street, Chester, CH1 2HT). It applies from the day you are accepted onto JAQ. Our privacy notice and acceptable use policy also apply to you.

1. Your status

• You are a self-employed provider of services. You are not an employee, worker or agent of Alxys Ltd, and this agreement does not create a partnership.
• For each job, the customer is your client: the contract to do the work is between you and them. Alxys Ltd acts as the agent that introduces you, holds the booking, collects the money, pays you and runs the disputes process, for a disclosed fee that the customer pays.
• You are under no obligation to accept any job, and we are under no obligation to offer you any. You set your own availability, choose which rate bands you work in, and may work for anyone else, including other platforms, at any time.
• You decide how the work is done, using your own tools and transport, within the job description, the customer's reasonable wishes and the standards in section 5. We do not supervise you on the job.
• You may send a substitute to do a job in your place only if the substitute is also an accepted JAQ helper and you tell us in the app before the job starts. You remain responsible for the job.

2. Joining and staying vetted

Before you are offered jobs you must:

• be 18 or over and have the right to work in the UK (checked through Stripe Identity and our right-to-work check);
• pass a basic DBS check, obtained through our Responsible Organisation, and tell us straight away if you receive a conviction or caution afterwards;
• hold public liability insurance of at least £1 million and keep it in force (we ask to see it each year);
• set up a Stripe Connect account in your own name for payouts (Stripe runs the identity and anti-money-laundering checks);
• complete a trial job, rated by the customer.

Some job categories need more (an enhanced DBS check, a qualification, a driving licence). We tell you before you opt into a category.

3. Jobs

• When a customer asks for something in a category and area you work in, we offer the job to nearby helpers with the customer's first name, the job, the address, the time and the rate. The first to accept gets it.
• Once you accept, you are committed. If you must cancel, do it in the app as early as you can. Cancelling less than 2 hours before the start, or not turning up, counts against your rating; doing it repeatedly ends this agreement.
• Check in in the app when you arrive, with a photo of the job as you found it, and check out when you finish, with a photo of the result. Check-in and check-out set the time you are paid for.
• If the job turns out to be different from what was booked (bigger, unsafe, needs materials), do not just carry on: say so in the app, and the assistant agrees the change with the customer before you continue.
• You may decline to continue any job that is unsafe, unlawful or not what was booked, with no penalty. Tell us why in the app.
• Do not take jobs you are not competent or equipped to do.

4. Pay

• Each category has rate bands. You opt into the bands you are willing to work at; you are never offered a job below a band you chose. The customer pays your rate plus JAQ's fee, and sees both.
• You are paid for the time between check-in and check-out, rounded up to the next 15 minutes, at the agreed rate, plus any extras agreed in the app. If a customer cancels late or you arrive and cannot do the job for a reason on their side, you are paid one hour.
• Once the customer confirms the job (or it auto-confirms after 72 hours with no dispute), your pay is released. Stripe pays you weekly, on [day], to the bank account on your Stripe Connect account.
• The money for a job is collected by us as your agent and held until confirmation. We do not pay interest on it.
• If the customer disputes the job, the disputed amount is held until the dispute is decided (section 9).
• Tips given through the app go to you in full.
• If you are VAT-registered, tell us and we show VAT on your part of the price; otherwise no VAT is charged on your work. Our fee always carries VAT, charged to the customer.

5. Standards

• Turn up on time, sober, presentable, and with what the job needs.
• Be polite and respectful. Customers may be elderly, unwell or nervous about having someone in their home.
• Work safely, for you and for them. Stop and tell us if something is dangerous.
• Do only the job that was booked, or changes agreed in the app. Do not ask the customer for cash or extra payment.
• Do not solicit customers for work outside JAQ for 12 months after a job through JAQ. The checks, insurance and disputes process protect you as well as them.
• No discrimination, no harassment, no drugs or alcohol on the job, no bringing anyone who is not an accepted helper.

6. Customers' data and homes

• You see only what the job needs: first name, address, time, the job and any notes. Use it only for that job and delete it from your own devices once the job is done. Do not keep lists of customers.
• Do not photograph or record anything other than the check-in and check-out photos, and keep people out of them. Do not share customers' details or photos of their home with anyone.
• If you see something at a job that worries you about a person's safety, tell us straight away through the app.
• For a job you do, you and Alxys Ltd are each responsible for your own handling of the customer's data. We provide the customer's data to you as part of arranging the job; you must handle it in line with UK data protection law.

7. Tax and HMRC reporting

• You are responsible for your own tax and National Insurance on what you earn. We do not deduct anything.
• By law (the UK's digital platform reporting rules) we must report what helpers earn through JAQ to HMRC every January, with your name, address, date of birth, National Insurance number and bank details. We give you a copy of what we report, so your tax return matches it. You must give us those details before your first payout and keep them up to date.

8. Insurance and liability

• You must hold public liability insurance (section 2) and are responsible for damage or injury you cause on a job. Your insurer, not Alxys Ltd, handles those claims.
• Alxys Ltd is responsible for its own role: vetting, arranging, paying you correctly and running the disputes process with reasonable care. We are not responsible for the customer's conduct, the condition of their property, or your loss of earnings if jobs are scarce.
• Nothing in this agreement limits liability for death or personal injury caused by negligence, for fraud, or for anything the law does not allow to be limited.

9. Disputes and ratings

• After each job you and the customer rate each other. Ratings, response times and cancellations decide which jobs you are offered first. You can see your own.
• If a customer raises a problem, you get the chance to reply in the app, with your check-in and check-out photos as evidence. A person at JAQ decides within 7 days, and tells you why. If you think the decision is wrong, you can ask for a second review by a different person.
• If the decision is that the work was not done as agreed, some or all of the held amount is refunded to the customer and your pay for that job is reduced by the same amount. We never claw back money already paid out for other jobs.

10. Ending the agreement

• You can stop at any time: finish the jobs you have accepted, then close your helper account in the app. Pay you have earned is still paid.
• We can end the agreement with 14 days' notice for any reason, and immediately if you break this agreement seriously, fail a check, lose your insurance, or behave in a way that endangers or mistreats a customer. We tell you why and you can ask for a review.
• Sections 6, 7, 8 and 9 continue after the agreement ends.

11. General

• We may change this agreement with 30 days' notice in the app. If you do not accept a change, you can stop under section 10 before it takes effect.
• This agreement is governed by the law of England and Wales, and the courts of England and Wales have jurisdiction (or your local courts if you live in Scotland or Northern Ireland).
• Questions: [email protected].