Towsty Installer Community Terms

Version 1.0 | Effective Date: March 2026

Operated by Correla Limited

1. Introduction and Definitions

1.1 This agreement (the "Terms") governs the relationship between Correla Limited ("Towsty", "we", "us", "our"), a company registered in England and Wales with company number 13062055, registered address Lansdowne Gate, 65 New Road, Solihull, England, B91 3DL, and MCS-certified heat pump installers ("Installers", "you", "your") who apply to join the Towsty Partner Programme.

1.2 Key defined terms:

• "Towsty" means the platform and services operated by Correla Limited at towsty.co.uk
• "Partner Programme" means the heat pump installer lead generation programme operated by Towsty
• "Portal" means the online portal where Installers manage leads and access resources
• "Lead" means a homeowner inquiry for heat pump installation services
• "Homeowner" means a UK resident seeking heat pump installation advice or quotations
• "Claim" means an Installer's application to receive full details of a specific Lead
• "MCS" means the Microgeneration Certification Scheme
• "Assessment Data" means technical information about the property gathered during the assessment process

2. Eligibility and Registration

2.1 To be eligible to join the Partner Programme, you must:

• Hold a valid MCS certification for heat pump installation
• Provide a valid MCS certificate number and expiry date
• Be a UK-based business or sole trader legally entitled to conduct heat pump installations
• Operate in compliance with all applicable UK laws and regulations

2.2 The application process:

• You submit an online application with accurate information about your business, qualifications, and service areas
• Your application is reviewed by Towsty's admin team
• Towsty reserves the right to approve, reject, or request further information at its sole discretion
• Towsty reserves the right to reject your application without providing reasons
• You will receive written notice of our decision

2.3 You must keep all information accurate and up to date at all times. You must notify Towsty immediately of any changes to your business details, MCS certification status, contact information, or service areas. Providing false or misleading information may result in immediate suspension or termination.

3. The Partner Programme

3.1 Service Description: Towsty operates a lead generation platform that connects UK homeowners exploring heat pump installation options with MCS-certified installers. We gather homeowner inquiries through our free online assessment tool and match them with qualified installers in their region.

3.2 Current Pricing: Participation in the Partner Programme is currently provided to you at no charge. Towsty may receive fees from third parties (e.g., grants providers, manufacturers) as part of our business model. You have no right to any portion of such fees.

3.3 Future Pricing: Towsty reserves the right to introduce paid tiers, commission structures, or other pricing models in the future. Any material pricing changes will be communicated with at least 30 days' notice, and you may terminate your participation if you do not accept the new terms.

3.4 No Guarantee of Leads: Towsty makes no guarantee regarding the volume, quality, frequency, or geographical distribution of Leads made available to you. Lead availability depends on homeowner demand and your service area selection. You may receive no Leads in any given period.

3.5 No Exclusivity: The Partner Programme is non-exclusive. Homeowners may simultaneously receive quotes from multiple Installers. You are free to source leads through other channels. Towsty is not obligated to provide you with exclusive access to any Homeowner.

4. Postcode Area Coverage

4.1 When joining the Partner Programme, you must select between 1 and 10 UK postcode areas (first two characters, e.g., "B9", "SW1") where you can deliver heat pump installation services.

4.2 Capacity Limits: Towsty enforces a maximum of 5 approved Installers per postcode area. When this limit is reached, that area becomes "full" and no further Installers can register for it. If an area is full, you may be unable to select it, even if you are willing to serve that area.

4.3 Service Obligation: You must only select postcode areas where you can genuinely and reasonably deliver heat pump installation services within a realistic timeframe. Do not select areas simply to block competitors. Dishonest area selection may result in warnings or suspension.

4.4 Area Adjustments: Towsty may adjust capacity limits, add new postcode areas, or remove underperforming areas at its discretion. You may request to add or remove postcode areas at any time via the Portal.

5. Lead Claiming and Response Obligations

5.1 Lead Preview: Before claiming a Lead, you see a limited preview containing:

• Property type (e.g., detached house, flat, bungalow)
• Postcode area
• Estimated property size/category
• No contact details, address, or Homeowner identity

5.2 Maximum Claims per Lead: Up to 3 approved Installers can claim the same Lead. Once 3 Installers have claimed, the Lead is no longer available for new claims.

5.3 Full Details Reveal: When you Claim a Lead, full details are immediately revealed, including:

• Full property address
• Homeowner contact name, email, and phone number
• Assessment data (property details, energy usage estimates, heat loss calculations)
• Any Homeowner-provided notes or preferences

5.4 Response Deadline: You must contact the Homeowner within 72 hours of claiming a Lead. "Contact" means initiating communication via email, phone, or in-person visit—not merely receiving a bounce-back or automated reply.

5.5 Mark as Contacted: Within the 72-hour deadline, you must mark the Lead as "contacted" in the Portal. This is a binding declaration that you have made genuine contact with the Homeowner.

5.6 Missed Deadline Consequences:

• If you fail to mark a Lead as "contacted" within 72 hours, the system automatically withdraws your Claim
• The Lead is returned to the available pool for other Installers to claim
• An automatic warning is issued to your account (see Section 8)
• Repeated missed deadlines may lead to suspension or termination

5.7 Voluntary Release: You may voluntarily release a Claimed Lead at any time before the 72-hour deadline expires. Releasing a Lead before contact does not incur a warning. After contact is marked, the Lead remains your responsibility.

5.8 Lead Archive and Expiry: Leads are automatically archived and removed from the Portal 60 days after being claimed, regardless of outcome. You may not re-contact a Homeowner for the same Lead after this period without explicit new consent.

6. Installer Conduct Standards

6.1 The Four Commitments: You commit to the following principles, which are binding obligations:

• Respond to every Lead within 72 hours: Be available, responsive, and professional
• Communicate clearly and honestly at every stage: Provide transparent information and realistic timelines
• Deliver on promises: Do what you say, when you say it. Follow through on commitments
• Only claim Leads you can genuinely handle: Do not claim Leads outside your service area or capability

6.2 Prohibited Conduct: You must not engage in:

• High-pressure sales tactics, aggressive marketing, or harassment of Homeowners
• Dishonest or misleading claims about pricing, services, or product quality
• Discrimination based on protected characteristics (age, gender, race, disability, etc.)
• Any conduct that breaches MCS standards or Code of Conduct

6.3 Professional Standards: You must:

• Provide honest and competitively-priced quotations to Homeowners
• Maintain professional, courteous communication at all times
• Maintain a valid MCS certification throughout your participation in the Partner Programme
• Hold appropriate professional indemnity insurance and public liability insurance with a minimum cover of £6 million
• Comply with all applicable building regulations, manufacturer guidelines, and technical standards
• Comply with all applicable UK laws, including the Consumer Rights Act 2015, distance selling regulations, and consumer protection laws

7. Homeowner Data Protection

7.1 Data You Receive: Through the Partner Programme, you receive personal data about Homeowners, including names, addresses, phone numbers, email addresses, and property details (collectively, "Homeowner Data"). This data is provided to enable you to deliver heat pump installation quotes and services.

7.2 GDPR and Data Protection: You must process Homeowner Data in strict compliance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. As an independent data controller, you are responsible for implementing appropriate safeguards including:

• Secure storage and encryption of personal data
• Limited access to data (only to staff who need it to deliver services)
• Regular backups and recovery procedures
• Deletion or anonymization of data when no longer needed

7.3 Permitted Use: Homeowner Data may be used only for the purpose of providing heat pump installation quotes and services to that specific Homeowner. You must not:

• Share Homeowner Data with any third party without explicit Homeowner consent
• Use Homeowner Data for marketing or lead-generation purposes beyond the original inquiry
• Retain Homeowner Data longer than necessary to deliver your services
• Disclose Homeowner Data in any public forum, social media, or case study without permission

7.4 Data Breach Notification: You must notify Towsty immediately (within 24 hours) if you discover any unauthorized access, loss, or suspected breach involving Homeowner Data. Towsty may be obligated to notify Homeowners and the ICO, and we will hold you liable for losses arising from your failure to secure data.

8. Warnings, Suspension and Termination

8.1 Warning System: The warning system exists to maintain quality and accountability:

• Automatic warnings are issued for missed 72-hour response deadlines (see Section 5.6)
• Admin-issued warnings may be given for: poor quote quality, unresolved customer complaints, dishonest conduct, or other violations of these Terms
• You will receive written notice of any warning and the reason for it

8.2 Warning Acknowledgement: Before claiming further Leads, you must acknowledge and accept any outstanding warnings in the Portal. Unacknowledged warnings block your ability to claim new Leads.

8.3 Repeated Violations and Suspension: Accumulating multiple warnings within a 12-month period may trigger:

• Temporary suspension (inability to claim new Leads, typically 7-30 days)
• Permanent removal from the Partner Programme

8.4 Towsty Termination Rights: Towsty may suspend or terminate your participation immediately, with or without warning, for:

• Any breach of these Terms
• Loss or expiry of MCS certification
• Dishonest conduct or misrepresentation
• Failure to comply with professional standards or legal obligations
• Repeated customer complaints or negative feedback
• Any other reason, at Towsty's sole discretion

8.5 Installer Termination Rights: You may terminate your participation in the Partner Programme at any time by providing written notice to Towsty via email or post.

8.6 Effect of Termination:

• Your Portal access is immediately revoked
• You may not claim new Leads
• You remain obligated to service any Leads previously claimed and must continue to meet the 72-hour response deadline
• Your data protection obligations (Section 7) continue indefinitely
• You must not represent yourself as a Towsty partner after termination

9. Homeowner Feedback

9.1 Feedback System: After interaction with an Installer, Homeowners may provide feedback by rating your service on a scale and leaving comments. Ratings may be published on the Platform to help other Homeowners make informed decisions.

9.2 Performance Assessment: Towsty uses Homeowner feedback to assess your performance and compliance with these Terms. Poor or consistently negative feedback may trigger admin-issued warnings or suspension.

9.3 Homeowner Rejection: Homeowners may reject specific Installers, indicating they do not wish to receive quotes from you. You will not receive future Leads from Homeowners who have rejected you.

10. Limitation of Liability

10.1 Service Nature: Towsty provides a connection and introduction service only. We are not responsible for disputes, contractual disagreements, or service quality issues between you and any Homeowner. Any contract for heat pump installation is between you and the Homeowner only.

10.2 No Warranties: Towsty makes no warranty regarding:

• Lead quality, suitability, or likelihood of conversion
• Accuracy or completeness of Assessment Data provided to you
• A Homeowner's financial ability, creditworthiness, or willingness to proceed
• Uninterrupted Portal availability (we reserve the right to perform maintenance)

10.3 No Liability for Lost Opportunity: Towsty is not liable for any loss of revenue, profit, business opportunity, or earnings resulting from the Partner Programme, Leads, or any Homeowner interaction.

10.4 Liability Cap: Towsty's total liability to you, regardless of the cause, is capped at the total fees you have paid to Towsty in the 12 months preceding the claim. As the Partner Programme is currently free, this cap is £0.

10.5 Installer Indemnity: You indemnify and hold harmless Towsty, its officers, employees, and agents against any claim, loss, damage, or expense (including legal fees) arising from:

• Your services or conduct toward any Homeowner
• Any breach of your obligations under these Terms
• Your mishandling of Homeowner Data
• Your violation of applicable laws or regulations
• Any claim by a Homeowner, customer, competitor, or third party related to your business

11. Intellectual Property

11.1 Towsty Branding: All Towsty intellectual property, including logos, branding, content, and proprietary methodologies, remain the exclusive property of Correla Limited. No rights are granted to you.

11.2 Permitted Use: You may identify yourself as a "Towsty Partner" in marketing materials only to the extent necessary to accurately describe your participation in the Partner Programme. You may not use the Towsty logo or branding in any other context without prior written permission.

11.3 Misuse of Branding: Unauthorized use of Towsty branding or misrepresentation of your relationship with Towsty may result in immediate termination and legal action.

12. Amendments and Changes

12.1 Towsty may amend, modify, or update these Terms at any time. Significant changes will be communicated to you via email, in-Portal notification, or post with at least 30 days' notice.

12.2 Acceptance of Changes: Your continued participation in the Partner Programme after the notice period expires constitutes your acceptance of the amended Terms. If you do not accept the changes, you may terminate your participation.

13. General Provisions

13.1 Governing Law: These Terms are governed by the laws of England and Wales.

13.2 Jurisdiction: You irrevocably submit to the exclusive jurisdiction of the English courts for any dispute or claim arising from these Terms or the Partner Programme.

13.3 Severability: If any provision of these Terms is found to be unenforceable, invalid, or illegal, that provision is severed, and the remainder of the Terms continues in full force and effect.

13.4 No Partnership or Agency: Nothing in these Terms creates a partnership, joint venture, agency, or employment relationship between you and Towsty. You are an independent contractor operating your own business.

13.5 Entire Agreement: These Terms, together with the Website Terms of Service, Privacy Policy, and Acceptable Use Policy, constitute the entire agreement between you and Towsty regarding the Partner Programme and supersede all prior discussions, representations, and agreements.

13.6 Notices: Any formal notice to Towsty must be sent in writing by email to legal@towsty.co.uk or by post to Lansdowne Gate, 65 New Road, Solihull, England, B91 3DL. Notices by email are effective upon sending; notices by post are effective three business days after posting.

14. Related Documents

14.1 These Installer Community Terms must be read alongside:

• Towsty Website Terms of Service (governs general use of the platform)
• Towsty Privacy Policy (governs how Towsty processes your data)
• Towsty Acceptable Use Policy (governs prohibited conduct and content)

15. Version Control

Version Control Table:

If you have questions about these Terms, please contact Towsty at legal@towsty.co.uk