Customer Terms

Version v1.0 · Last updated: 3 September 2026

1. About these Terms

These Terms apply if you use Asku as a customer (you message us to find local help).

They do not apply to businesses using Asku to receive alerts or unlock enquiries. That is covered by the Business Terms.

Nothing in these Terms takes away rights you have under UK law that cannot be excluded.

By using Asku (including messaging us on WhatsApp), you agree to these Terms.

If we ask you to confirm a summary of your enquiry and to agree to sharing, you need to reply YES (or the confirmation word we show) before we send your enquiry to local businesses.

2. Who Asku is

Asku is a WhatsApp-first matching service. We help you describe what you need and may introduce you to local businesses.

Asku does not carry out the work. We are not the plumber, electrician, photographer or other contractor.

Contact: info@asku.co.uk

3. The Asku service

The service is free for customers.

Typical flow:

  1. You message Asku on WhatsApp and tell us what you need, roughly where you are, and how soon you need help.
  2. We confirm a summary with you.
  3. If you consent, we may notify relevant local businesses.
  4. A business that unlocks your enquiry can see your contact details and may contact you.
  5. You choose whether to speak to them, get a quote, or hire anyone.

We do not charge you for introductions. Businesses may pay Asku to unlock contact details. That is between Asku and the business.

4. Using WhatsApp and providing information

You should give information that is accurate enough for us to match you (for example the kind of help, an area or postcode district, and timing).

WhatsApp is provided by a third party. Their terms and your network charges apply.

You can reply STOP to clear the active Asku chat. If you have already sent an enquiry, that request may already have been shared with businesses who unlocked it. For deletion or other privacy requests, email info@asku.co.uk. More detail is in the Privacy Policy.

5. How enquiries are processed

We use the information you send to identify, as best we can:

  • the type of service
  • a relevant location (for example a town or postcode district)
  • an Asku urgency classification
  • a short summary

We then try to match local businesses who have told us they cover that kind of work in that area.

Matching is based on category and coverage information, not on a quality inspection of the business.

6. AI and automated tools

Asku may use automated tools, including AI-assisted systems, to interpret your messages and to help with matching.

That can include suggesting a service category, reading a location, assigning an urgency classification, and drafting a short summary.

Automation is not perfect. It may misunderstand slang, mixed jobs, or unusual places. Please check the confirmation we send you before you reply YES.

We do not promise that a person reviews every message. If you ask to speak to a person, we may try to arrange that, but that is not an emergency service and not guaranteed.

7. Matching providers

We may notify businesses that appear to match your enquiry.

“Matched” means they selected relevant services and coverage on Asku. It does not mean we have vetted, verified, approved, insured, recommended or DBS-checked them.

Asku does not currently carry out those checks.

You should decide for yourself whether a business is suitable (for example by asking about insurance, qualifications or references).

8. Customer contact information and sharing

If you reply YES to the sharing confirmation:

  • we store your enquiry so we can match you
  • we may share your WhatsApp number, area and a short job summary with up to three local businesses after they unlock your enquiry
  • those businesses may then contact you

We do not guarantee that any business will unlock, reply, quote or take the job.

Businesses who unlock must use your details for that enquiry, as described in our Business Terms. Asku still handles the data we hold as described in the Privacy Policy.

9. HIGH urgency and emergencies

Asku labels some enquiries HIGH, STANDARD or LOW. Those labels are for matching and how businesses are charged. They are not:

  • a promise of immediate attendance
  • emergency dispatch
  • a substitute for the emergency services

If you or someone else is in immediate danger, or you smell gas, or there is fire, or you need the emergency services, call 999 (or the appropriate emergency number). Do not rely on Asku.

Asku is not an emergency response service.

10. Provider responsibility and customer choice

Any work, quote, price, timing, materials, insurance and workmanship are the responsibility of the business you choose to use, not Asku.

Introductions are not a recommendation.

11. Quotes, bookings and contracts

If you go ahead, the contract for the work is between you and the business. Asku is not a party to that contract.

Consumer law may apply to that contract depending on the situation. These Terms do not try to take those rights away.

12. Availability and no response guarantees

We aim to reply to WhatsApp messages when we can. We do not guarantee:

  • a reply within a set time
  • that a business is available
  • that a business will contact you
  • that a job will be agreed

If matching takes longer than expected we may send a further message, but that is not a service-level promise.

13. Customer conduct

You agree to:

  • use Asku for genuine personal or household (or similarly genuine) requests
  • treat businesses respectfully
  • not submit false, abusive or harmful requests
  • not try to disrupt the service

We may refuse or end support if we reasonably believe these Terms are being misused.

14. Retention and availability of enquiry information

We keep personal data only as long as needed to run the service and meet legal duties, as described in the Privacy Policy.

After an enquiry closes or expires, we may anonymise or delete contact details and job content after a limited period. If a business unlocked your enquiry, we may anonymise it later. If nobody unlocked it, we may delete it. Businesses who unlocked your enquiry may then no longer be able to see your number through Asku.

We do not promise that enquiry details remain available forever.

15. Changes to the service and Terms

We may change the service and these Terms. The latest version will be on this page. If we make material changes we may also mention them on WhatsApp or by email where we have a contact.

16. Liability

Asku is provided on a practical, best-effort basis.

To the fullest extent permitted by law, we are not responsible for:

  • the acts or omissions of local businesses
  • the outcome of any job
  • losses arising from introductions, except where caused by Asku’s own failure that the law does not allow us to exclude

We remain responsible for death or personal injury caused by our negligence, for fraud, and for other liability that cannot legally be excluded.

17. Privacy

Our Privacy Policy explains what we collect, why, who we share with, how long we keep it, and your rights.

If these Terms and the Privacy Policy overlap on data, the Privacy Policy gives the fuller data picture.

18. Contact and complaints

Asku platform or privacy: info@asku.co.uk

Complaints about a business’s quote or work should be raised with that business in the first instance. You can still contact us if the issue is about how Asku ran (for example we sent your details without consent).

You may also complain to the Information Commissioner’s Office about privacy.