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Terms & Conditions

The terms that apply when your business uses Dispatch.

Last updated: 7 September 2026

Using Dispatch

Dispatch is a multi-tenant platform for trades businesses to collect structured customer fault reports and manage the resulting jobs. By creating an organisation on Dispatch, you agree to these terms on behalf of your business.

Plans and billing

Dispatch offers a Free plan and three paid tiers (Tier 1, Tier 2, Tier 3), priced per month or per year and limited by number of seats and templates. See current pricing. Paid plans are billed in advance via Stripe. You can view or change your plan from within Dispatch.

Invoicing and card payments

Where you invoice your customers through Dispatch and a customer chooses to pay by card, card payments are processed by Stripe on your own connected Stripe account; Dispatch never holds or passes through your customers' payment. A platform fee of 1% applies to each card payment, in addition to Stripe’s own processing fees, which Stripe charges you directly under your own agreement with them. On Stripe’s current published rate for a standard UK card, the two together come to about 2.5% + 20p per payment; Stripe charges more for commercial and non-UK cards, and their rates are theirs to set and change. There is no platform fee on payments you record as bank transfer or cash. You are responsible for your own arrangement with Stripe, including their fees and terms.

Quotes and deposits

Quotes you send through Dispatch are offers made by your business to your customer. Any agreement reached is between the two of you. Civil Digital is not a party to it, and Dispatch records what was offered and what the customer answered rather than advising on either. Where a quote asks for a deposit and the customer accepts, Dispatch raises a deposit invoice for that amount; if it is paid by card, the same 1% platform fee applies as to any other card payment. Accepting a quote does not by itself commit you to a date; booking the work is a separate step.

Financial records and tax

Dispatch can keep digital records of your income and expenses and export them via a digital link into your own Making Tax Digital software. Dispatch does not file anything with HMRC, does not calculate your tax, and is not accounting or tax advice. What you submit, and whether your records are complete and correct, remains your responsibility and your accountant's.

Your data

You own the customer data, fault reports, photos and other content you and your customers submit to Dispatch. We store it on your business's behalf and keep it isolated from every other business using Dispatch. See our Privacy Policy for how we handle personal data.

Acceptable use

  • Don't use Dispatch to store or transmit unlawful content.
  • Don't attempt to access another business's data or bypass access controls.
  • Don't use Dispatch in a way that disrupts the service for other customers.

Availability

Dispatch is an online, browser-based service. There is no offline mode, so a working internet connection is needed to use it. We aim for high availability but don't currently offer a formal uptime guarantee.

Cancellation

You may cancel a paid plan at any time from within Dispatch; your organisation reverts to the Free plan's limits at the end of the current billing period.

Changes to these terms

We may update these terms as Dispatch develops. When we do, we'll change the "last updated" date above and, where appropriate, let you know directly.

Contact us

Questions about these terms? Get in touch: