Terms and Conditions

By using our service, you’re agreeing to these terms. If you don’t accept the terms, don’t use the website.

Want to read these terms and conditions on paper? Go to ‘File’ in your toolbar and click ‘Print’.

We last updated this page on the 9th September 2016 (version 2).



Any prices shown on this website are our best effort estimates based on the information you have given us. The prices are not a commitment to carry out the work at the estimated price.

One of our Local Heroes will discuss the actual price of the job with you and provide a quote before carrying out the work. .



All Local Heroes are vetted by us and sign-up to a code of conduct. Details of what we check and the code of conduct can be found here [xref mylocalheroes.com/content/our-heroes]

myLocalHeroes acts as an introducer between you (the consumer) and the Local Hero tradesman and so the contract for work done is between you. Therefore you should be aware that although Local Heroes will make best efforts to supply a quality, trusted tradesman the ultimate responsibility lies with you in ensuring the tradesman is equipped to do the work you need.

Specifically we do not:

– Credit check the Company
– Check the bankruptcy history of the individual tradesman or directors of the company
– Carry out a full DBS disclosure
– Perform a full risk assessment of the individual tradesmen
– Prove all documentation supplied by the tradesman (eg Insurance certificates and qualifications) to ensure they are not fraudulent

Should you have any doubts with your Hero then you should can cancel the job and let us know. We will then investigate the tradesman and take appropriate action, potentially removing them from our service.



The process for booking a Local Hero is as follows:

  • You enter a description of the job you need doing and based on this information we will provide an initial price estimate and, if acceptable to you, will then find a Local Hero to do the work for you
  • You can review the Local Hero to make sure they are what you’re expecting and if you like them, you can book them
  • The Local Hero will then call you to discuss the job and make sure there are no surprises
  • When the Local Hero arrives at your premises, they will investigate the job more thoroughly and provide you with a quote, and if applicable, any terms and conditions for the Local Heroes work. You should check these terms and conditions to make sure you’re happy before you accept the quote. If there’s any conflict between the Local Heroes terms and conditions and these, the Local Heroes terms will prevail
  • If you accept the quote, they will then carry out the work

You can cancel the job at any point of this process, but if you cancel the job after accepting the quote you will be charged reasonable costs for work already carried out.

To cover any reasonable inconvenience to our Local Heroes, a charge will also apply if the Local Hero cannot gain access to your premises. In this case they will call you and wait a minimum of 10 minutes, but leave if they still cannot get access after this time. You will then be invoiced for the charge.



Payment will become due once the work has been completed via the link sent to you. Payment should be paid within three (3) days of completion of the work.

Any payments made through this service are made using a trusted third party – PayPal. Only PayPal sees your payment details and no payment details are stored by us.

The communications between you and PayPal use secure SSL encryption to ensure your transaction is safe.



We guarantee the work carried out and the parts fitted for a period of 12 months from the date the work is completed.

If anything should go wrong, the original Hero who carried out the repair will come back to fix it, If they are not available in a reasonable timescale then we will find another engineer for you.

This guarantee does not affect your statutory rights under the Consumer Rights Acts 2015, if applicable and any laws that replace it. If you want independent advice about your rights, you can speak to Citizens Advice or Trading Standards.



From time to time, we might need to contact you about your job request or booking. We’ll normally do that over email, which is why we need a valid email address from you if you agree to take a service through us.



You can contact us through the Contact Us link on the website or emailing help@myLocalHeroes.com.



We have the right to remove any service on our website at any time; we may also change the price estimates of the services. We don’t have to give any notice, and if we do remove a service, we won’t be responsible to you.

We also have the right to change these terms and conditions at any time. The terms and conditions applying to your use of the service will be those in force at the time you book your job.

We recommend that you print these terms and conditions from time to time and keep a copy. You should do the same for any terms and conditions given to you by your Local Hero.



We own the intellectual property in this website. That includes database rights, design rights, rights in knowhow, patents and all rights to apply for registration.

The trademarks, logos and names on this website are to identify us, a British Gas company, or any other organisation and their services. They’re our trademarks or the trademarks of the other organisation. Nothing on this website gives anyone any licence or right to use any image, logo or name.

Similarly, all the images on this site are protected by copyright and you must not reproduce them or use them without the owner’s written permission.



The services described on this website are only available in Britain (unless we’ve said otherwise) and these terms and conditions are bound by the laws of whichever country the property for which you require the service is in – England, Wales or Scotland.



Certain links on this website will take you to other sites that we don’t control. When you click these links, you’ll leave our website. Because we don’t control these websites, we won’t accept any responsibility or liability for the material you find there.



myLocalHeroes.com is a British Gas website. British Gas is a trading name of British Gas Services Limited, registered in England and Wales (Registered No. 03141243).

Our registered office is Millstream, Maidenhead Road, Windsor, Berkshire SL4 5GD.

Our VAT number is GB 684 9667 62.



To use this website, you need a browser like Microsoft Internet Explorer 10+, Microsoft Edge, Mozilla Firefox 29+, Chrome 34+ and any other modern web browser compatible with HTML5 and CSS3.

This website does not ask you to register or sign-in so no passwords need to be created or stored as part of this service.



Although we do our best to check all the information on this website, mistakes do happen – so we can’t warrant that all the information is accurate or complete. We won’t be responsible for checking that the information is accurate or complete, or if any person relies on the information.

We do not warrant that the functions on this website, or which you can access from this website, will be uninterrupted or free from errors, that we will correct any errors, or that this website or the server that makes it available are virus or bug free or represent the full functionality (range), accuracy and reliability of the materials. We are not responsible if you cannot access or use the site due to the failure of any machine, data-processing system or transmission link, any period of maintenance, change, repairs, alteration to or failure of computer systems, any industrial dispute or anything beyond our reasonable control.