Terms of use

Last updated 2 November 2026

These terms are the agreement between you and Pal HQ Ltd (company number 17523135, The Coach House, Powell Road, Buckhurst Hill, IG9 5RD) for using PhysioPal. If you open an account for a company or other organisation, "you" means that organisation, and you confirm you're allowed to agree to these terms for it. By creating an account you agree to them.

1. What PhysioPal is

PhysioPal is one of the Pal apps run by Pal HQ Ltd for trades, home services and mobile services (such as hairdressers, personal trainers and tutors). It helps you price work, send quotes, book jobs and appointments, plan programmes of work, keep track of costs, expenses and invoices, and record payments. It is for business use by sole traders and small firms, not for personal use.

2. Your account

• You must be 18 or over and give accurate details.
• Keep your password private. You are responsible for what happens in your account, except where it's caused by our own security failure or our breach of these terms.
• Tell us straight away at support@palhq.co.uk if you think someone else has got into your account.
• If you invite people to your team, they work in your account and you are responsible for what they do there. Remove them in Settings when they leave. If a team member deletes their own login, your business and its work stay; if you delete the account, their logins go with it.

3. Free trial and subscription

• New accounts get a 14-day free trial. No card is needed to start it.
• After the trial, starting new quotes needs a paid subscription. The price depends on the Pal and plan you choose (for example, ProBuildPal has its own plan, and a cheaper plan doesn't cover it). It is shown before you subscribe and includes VAT where it applies. Payment is taken in advance by Stripe, monthly or yearly, whichever you choose. Paying yearly costs less (the yearly price is shown before you choose it). Your subscription renews automatically each month or year until you cancel, and you authorise us to take each payment through Stripe.
• You can cancel at any time from the Subscription page. Cancelling stops your next payment. You keep full use until the end of the month (or year, if you pay yearly) you've paid for. We don't refund part months or part years, except as clauses 9 and 10 say.
• If a payment fails, Stripe will try again over 2 weeks and we'll email you. You can keep working in the meantime. If it still can't be taken, you won't be able to start new quotes until it's sorted.
• Without a subscription you can still see, finish and download everything you already have, and your customers' quote links keep working, for as long as your account is open (see clause 9).
• We'll give you at least 30 days' notice of any price change, and you can cancel before it applies. If you pay monthly, it applies from your first payment after the notice ends. If you pay yearly, a new price only applies from your next yearly payment.

Refer a trade

• Your referral code is in Settings. If another tradesperson signs up with it, then each month they pay for their subscription, you get £5 off your own subscription, for up to 12 of their payments. If they pay yearly instead, you get £30 off in one go for their first year (nothing more when they renew). The same payment does not earn both monthly and yearly credit. If they switch between monthly and yearly during their first year, you get credit for each payment they make, at the rate above, up to £60 in total.
• The credit is taken off your next bills automatically. Any credit over a bill carries over to the next one. It can't be swapped for cash, and it only has value against your PhysioPal subscription.
• Credit earned while you're on the free trial is added when you subscribe. A code has to be entered when the new person signs up; it can't be added afterwards.
• Referrals must be real, separate businesses. We can withdraw credit given for fake or duplicate accounts, and we may change or end the scheme with 30 days' notice (credit already earned is kept).

Card payments from your customers

• If you switch on card payments, your customers pay you through your own Stripe account, under Stripe's terms with you (which you accept when you connect your Stripe account). Stripe charges its own card fee, and we keep a platform fee of 1% of each card payment. Both are shown in Settings before you switch it on. Our 1% fee isn't returned if you refund a customer. Refunds and chargebacks are between you, your customer and Stripe.

The Pal HQ line

• Emails, PDFs and texts you send yourself from PhysioPal end with a short line saying they were sent with PhysioPal, with a link to Pal HQ that carries your referral code. Automatic texts (see clause 4) don't carry the line. You can turn the line off in Settings once you subscribe. The pages your customers open always say they were sent using PhysioPal.

4. Your quotes, prices and figures

PhysioPal does the sums, but you set the prices and decide what to quote. Please check each quote before you send it. The agreement for the work is between you and your customer (or your subcontractor or supplier); we are not part of it.

Tax, VAT, CIS and Making Tax Digital figures are worked out from what you enter. They are there to help you, not tax advice: please check them, or ask your accountant, before you rely on them or send them to HMRC.

When you ask PhysioPal to send something for you (a quote, invoice, reminder, review request, a request to a subcontractor, or your figures to your accountant), it goes out under your business name and replies to emails come to you. Make sure you're allowed to contact the people you send to, including having any consent the law needs before sending anything that promotes your business (a request for a review can count).

If you switch on automatic texts, PhysioPal texts your customers reminders for you (for example about an unpaid invoice or an appointment) from your business name, up to a set number a month. Your customers can't reply to these texts, so they say to contact you directly. Only switch on a type of text if you're allowed to send it to that customer. Reminders about a customer's own appointment, quote or invoice are normally fine if you have their number for that work. A text that promotes your business, which can include asking for a review, may need the customer's consent first and must give them a simple way to stop such texts.

If you switch on online booking, your customers can book themselves into your diary from your booking page. You choose the services, prices and times it shows. Each booking is between you and your customer, as with a quote, and you're responsible for anything the law says your customers must be told when they book, such as who you are and how to contact you, the total price and how to cancel, and for getting any request the law needs before you start work within a cancellation period.

5. Fair use

Please don't:

• use PhysioPal for anything illegal, or to send spam or misleading quotes;
• try to get into other people's accounts or break or overload the service;
• copy, resell or rebuild PhysioPal.

We may suspend an account, or the part of it involved, that breaks these rules, for as long as needed to deal with the problem. We'll tell you why unless the law stops us, and restore access once the problem is sorted.

6. Your data

Everything you put into PhysioPal stays yours (or belongs to whoever owns it, such as your customers). You let us store and use it only as we need to run PhysioPal for you. You can download it or delete your account at any time from Settings. Our privacy policy explains how we look after it.

7. Your customers' details (data processing)

For the personal details you put into PhysioPal about other people (your customers, your team, subcontractors, suppliers, people who sign in on site, and your accountant), including details people give through your booking page, you are the controller and we are your processor. We are a separate controller only for the limited use we make of some details for our own purposes, such as managing your team's logins and keeping PhysioPal secure, as our privacy policy explains. Below, "your customers' details" means all of these. We process them while you use PhysioPal and until they are deleted under this clause. We store, organise, display and send them so that you can quote, book, invoice and run your work. They are the kinds of details described in our privacy policy: names, contact and address details, job, booking, quote, invoice and payment records, notes and photos (which can include health details or details about children, if you record them), and site, timesheet and CIS records. We will only use them to run PhysioPal for you and on your instructions (which these terms, your settings and your use of the app make up), unless the law requires otherwise (if so, we'll tell you first unless the law stops us), and we'll tell you if we think an instruction breaks data protection law; keep them confidential (everyone who can access them is bound to do so) and secure, with measures suited to the risks; only use the providers listed in the privacy policy as processors for them, on terms that protect them in the same way as this clause, and remain responsible to you for those providers (and tell you before adding or replacing one, in time for you to object); help you answer your customers' requests and meet your own duties on security, data breaches, data protection impact assessments and consulting the ICO; tell you without delay if they are ever exposed, with the information we have to help you deal with it; only transfer them outside the UK with the safeguards UK law requires; give you the information you reasonably need to show we keep to this clause, and allow reasonable audits, including inspections, by you or an auditor you choose; and delete them when you delete your account (you can download them first), unless the law requires us to keep them. You confirm you have a lawful reason to store your customers' details in PhysioPal, which is normally that you need them to quote and do the work, and that you've told them what they need to know about how you use their details.

Only record what you need. Some Pals suggest noting things like allergies, injuries or health conditions, or a pupil's name and school year. Details about someone's health are "special category" data: as well as a lawful reason, you need one of the extra conditions the law allows before you record them (for most Pals this will be the person's explicit consent). Details about children are not special category data in themselves, but need extra care. Keep both to what you need to do the work safely.

8. If things go wrong

• We work hard to keep PhysioPal running and your data safe, but we can't promise it will never be unavailable.
• We are not responsible for business losses such as lost profits or lost jobs. Our total responsibility to you for everything that happens in any 12-month period is limited to what you paid us for your subscription in the 12 months before the first thing that went wrong, or £100 if that's more.
• Nothing in these terms limits anything the law doesn't allow us to limit, such as responsibility for death or personal injury caused by negligence, or for fraud.

9. Ending the agreement

You can stop using PhysioPal and delete your account whenever you like. We can end it with 30 days' notice, or straight away if you seriously break these terms. If we end it with notice, you can download your data before it ends. If we end it with notice, we'll refund the part of any year you've paid for that you won't get.

10. Changes and the law

We'll tell you by email or in the app before any important change to these terms takes effect. If you pay yearly and cancel because of an important change made during your year, we'll refund the rest of that year. These terms are governed by the law of England and Wales, and the courts of England and Wales deal with any dispute.

Questions? Email support@palhq.co.uk.

Privacy policy · Terms