For all approved and verified installers affiliated with Square Hub
As part of our commitment to raising standards and ensuring a high-quality, transparent experience for homeowners, all registered installers on the Square Hub platform must adhere to the following Code of Conduct.
By registering as a trade affiliate and purchasing leads via Square Hub, you agree to uphold the following principles:
1. Customer Respect and Professionalism
• Treat all homeowners with courtesy and respect.
• Arrive on time for appointments or provide notice if delayed.
• Dress and always behave professionally.
• Avoid aggressive or high-pressure sales tactics.
2. Timely Communication
• Respond to all customer enquiries within 24 hours of receiving a lead.
• If a customer cannot be reached, leave one voicemail and send one follow-up message (email or SMS).
• If the customer explicitly withdraws interest, do not pursue further contact.
3. Transparency and Honesty
• Provide clear, itemised quotes with no hidden fees.
• Explain all terms of service, guarantees, and aftercare honestly.
• If a promotion or discount is offered, it must be genuine — no inflated pricing or false savings.
4. Compliance and Credentials
• Maintain valid certification from a recognised industry body (e.g. FENSA, CERTASS, or equivalent).
• Hold active Public Liability Insurance and provide an Insurance-Backed Guarantee (IBG) to customers when applicable.
• Notify Square Hub immediately if your credentials or trading status change.
5. Data and Privacy
• Only use lead information to provide a quote and follow up appropriately.
• Do not share or store customer data for marketing or any third-party purposes.
• Respect any request from a customer to stop further contact.
6. Fair Lead Usage
• A lead may be shared with other verified installers if the customer requests multiple quotes. Respect their right to compare and choose.
• Do not misrepresent competitors or interfere with their relationship with a customer.
7. Quality and Aftercare
• Complete all work to the agreed specification, with attention to detail and safety.
• Honour your guarantee and respond to any remedial queries in a timely manner.
• Take responsibility for subcontractors or team members acting on your behalf.
8. Feedback and Dispute Resolution
• Encourage customer feedback and reviews where appropriate.
• Address any complaints professionally. If a dispute arises between you and a customer via Square Hub, we may intervene to mediate a resolution in line with our Fair Usage Policy.
Breaches of the Code
Breaches of this Code of Conduct may result in:
• A formal warning
• Temporary suspension from the platform
• Permanent removal from the Square Hub network
We reserve the right to act where installer conduct is deemed to undermine consumer trust, brand reputation, or the integrity of the platform.
Warm regards,
The Square Hub Team
www.squarehub.info
trade@squarehub.info