Pipework HQ Help Centre

PipeworkHQ is the business app for UK plumbers and heating engineers, including Gas Safe engineers and heat-pump installers. It keeps enquiries, customers, diary, quotes, jobs, heating records, invoices and payments together.

Open it in a web browser on your phone, tablet or computer. You do not need to install a separate app.

Seats: Standard and Professional include 5 users. Extra seats cost £12/month on Standard or £30/month on Professional, up to 20 extra. Contact us if you need more.

Annual billing: available at a discount. Choose monthly or annual payment at checkout.

Founding engineers: an agreed founding rate may give an early customer Standard-plan allowances at a lower price. Check Billing for the plan and price on your account.

No. The dashboard checklist sets up your business; it does not qualify you for regulated work. Add your trading name and a phone number or main customer email. Add only the trade qualifications that apply to the work you carry out.

Done means the details for that step have been saved. It does not verify a qualification, make a test payment or prove that a message has arrived.

1. Business details: open [Settings > Business profile](/dashboard/settings?tab=profile). Add the trading name and phone number customers should see. Choose the main customer email in [Settings > Your business online](/dashboard/settings?tab=email). This can be different from your sign-in email.
2. Customers and properties: open [Customers](/dashboard/customers). Add a customer and the address where you work. To bring in a list, open [Import customers](/dashboard/customers/import), upload a CSV file or paste the rows, match the columns and check the result.
3. First job: open [Jobs](/dashboard/jobs), choose New job and link it to the customer and property.
4. Team: open [Team](/dashboard/team) and choose Invite teammate. Copy the link and send it yourself. PipeworkHQ does not email the invitation. The link lasts 7 days and the person must sign in with the email address you invited.
5. Website: open [Your Website](/dashboard/website). Choose your PipeworkHQ address, such as pipeworkhq.co.uk/e/yourname. Saving the name does not publish the page, so check the status and open the public page yourself.
6. Payments: open [Settings > Payments](/dashboard/settings?tab=payments) and complete Stripe setup. The screen must show that both card charges and payouts are enabled before you take a live payment.
7. Accounts: use Export Xero CSV in [Invoices](/dashboard/invoices). Check the file before importing it into your accounting software. Direct accounting links are coming soon. Choosing an accounting company in Settings does not connect the account or send an invoice.

Where do I set up email? Open [Settings > Your business online](/dashboard/settings?tab=email). Choose your main customer email and how PipeworkHQ should send. Keep reading and replying in the mailbox you already use.

Do I need Gas Safe to finish onboarding? No. Record only the qualifications relevant to your work. General setup does not certify you. Qualification numbers you enter have not been independently checked by PipeworkHQ.

Where is my website? Open [Your Website](/dashboard/website) and check its publication status. A paid plan is needed to publish the built-in PipeworkHQ website. A private quote link is separate.

Where do I invite an engineer? Open [Team](/dashboard/team), create the invite link and send it yourself. PipeworkHQ does not email the invitation. Ask them to use the invited email address. Seat limits and owner or admin permission apply.

How do I import customers? Open [Import customers](/dashboard/customers/import). Upload a CSV file or paste rows, match the columns, then check the result. Excel .xlsx files and moving old jobs or invoices are coming soon.

A Job keeps the work together: the customer, property, quote, diary visit, photos, heating records, invoice and messages.

Waiting for quote → Quoted → Accepted → In progress → Completed → Invoiced

Move the job forward as the work progresses. The account owner or an admin can correct the stage when needed.

• Link to an existing customer + property, or create them on the spot.
• Add appliances on the job (or link existing ones on that property).
• Set the job type: new installation, service, repair, survey, callout, heat-loss survey.
• Assign an engineer (they get notified by SMS if messaging is set up).

For work with several visits, such as first fix and second fix, keep the main job and link the follow-up, remedial or extra work beneath it. Each visit keeps its own stage.

If the job comes in as an out-of-hours callout, toggle Emergency Mode on the job. A surcharge multiplier is applied automatically to line items.

Two ways to add photos:

1. Upload directly in the app on the job detail page.
2. Use Snap from Phone (see below) — send a QR code to a phone with no login needed.

Job detail → Create Quote. Add line items (labour, parts, materials). Each line item has a VAT rate selector.

VAT rates:

• 20% — standard rate for most labour and parts.
• 5% — reduced rate for qualifying energy-saving installations (e.g. insulation).
• 0% — zero rate for qualifying energy-saving materials (e.g. heat pumps on qualifying installs). This rate expires 31 March 2027 — after that date the app will auto-switch these items to 5%.
• Exempt — for specific services (rare).

The app calculates VAT correctly on each line and shows a totals breakdown. Use this as your VAT compliance audit trail.

Once saved, the quote generates a secure customer portal link. Customer clicks it, reviews the itemised quote, and can accept or request changes. No account needed on their end.

The customer can accept through their secure quote link, or you can record their acceptance in the app. PipeworkHQ then keeps a locked copy of the customer, property, appliance and price details that were agreed.

Open an accepted or completed job, then choose Create Invoice. The line items and VAT rates come across from the quote. Check them before issuing the invoice.

Invoice numbers: PipeworkHQ gives each business its own number sequence. If a number is unused because an invoice was issued in error, record the gap rather than reusing it.

Draft invoices can be edited. Once you hit Issue, the invoice is sent to the customer (email + SMS if configured) and locked against further edits. Payment is then tracked against it.

• Card payment (Standard and Professional): the customer can use Pay Now on their invoice. Stripe processes the payment and pays it into the bank account connected to Stripe, less Stripe's fees.
• Direct Debit and pay by bank: coming soon.
• Cash, cheque or bank transfer: record the payment on the invoice so the balance and VAT figures stay correct.

Invoices → VAT Return Summary. Gives you a quarterly breakdown by rate band (0%, 5%, 20%, exempt) with net and VAT amounts. Download this and hand it to your accountant or enter it into your MTD-compatible software.

Use Export Xero CSV in [Invoices](/dashboard/invoices). This downloads your invoices in a format made for Xero. Check the dates, totals and invoice numbers before importing it, and make sure you do not import the same file twice.

Direct links to Xero, QuickBooks and FreeAgent are coming soon. A choice saved in Settings is not a working connection and does not send invoices. Set up bank feeds in your accounting software.

PipeworkHQ prepares, signs and stores the records marked Available in the app. Always check the job details and use the correct record for the work. Scheme notification remains your responsibility.

1. Open the job and create the correct record.
2. Enter the appliance details, readings, test results and outcome.
3. Check every entry against your site notes.
4. Sign the record. Signing locks the issued copy.
5. Create the handover pack when the job needs records, manuals and warranty documents together.
6. Send the pack to the customer and check the send result.

If issued in error, Owner/Admin can void it. The original record is retained for audit.

Coming soon. The planned job pack keeps the before, after, flue and appliance photos with the Benchmark details and engineer sign-off. Continue using your present approved process until the app marks this as Available.

These are built into the app. They use current UK law and are dated — the app shows when the rule was last verified.

"Do I need a CO alarm on this job?" — the answer depends on nation (England / Scotland / Wales / Northern Ireland), fuel type, and appliance type.

Short answer by nation (installer duty when fitting a new/replacement appliance):

• England: Required for all gas, oil, and solid-fuel appliances. Gas cooking-only is the only exception.
• Scotland: Required for all flued appliances including flued cookers.
• Wales: Required for all flued appliances.
• Northern Ireland: Required for all appliances except gas cooker/oven.

Placement (England): Same room as appliance. 1–3m horizontal distance. 300mm from ceiling if ceiling-mounted, 150mm below ceiling if wall-mounted. Must be BS EN 50291-1:2018 sealed-for-life Type A.

Access the checker in the app: Tools → CO Alarm Checker.

Current grant amounts (verified 2026-06-10):

• Air-source heat pump (ASHP): £7,500
• Ground-source heat pump (GSHP): £7,500
• Air-to-air heat pump (residential): £2,500
• Biomass boiler (rural/off-gas): £5,000
• Off-grid enhancement (oil/LPG replacement with ASHP or GSHP, from 21 July 2026): £9,000

EPC: No longer required (removed 28 April 2026). Alternative evidence still accepted. Insulation: No longer required as a gate (removed May 2024). Recommended but not blocking. England and Wales only. One grant per property.

Run BUS eligibility check: Job → Check BUS Eligibility (Professional plan only). Shows grant amount, eligibility notes, and any uplift advisory. Note: indicative only — not an MCS-certified assessment.

Room-by-room heat-loss survey → kW load → heat pump capacity recommendation → buffer volume → flow temperature.

Access: Job → Run Heat-Loss Survey. Results feed directly into the quote line items.

Disclaimer shown in app: indicative sizing aid; not MCS-certified; engineer must verify per MCS 020.

Enter the test details and readings you took on site. The checker helps you record and assess the result; it does not replace the current Gas Safe procedure, your instruments or your judgement. Open Tools → Tightness Checker.

The 0% VAT rate on qualifying energy-saving materials (heat pumps, insulation, solar) expires 31 March 2027. After that date, these items revert to 5%. The app handles this automatically by checking the tax-point date on the invoice.

All free calculators are in the app under Tools → Calculators. No login required for the public versions at pipeworkhq.co.uk/tools.

On a job where you need photos taken from a phone (e.g. a customer's phone or your engineer's personal phone) without them needing to log in:

1. Open the job detail page in the app.
2. Tap Snap from Phone → the app generates a QR code.
3. The customer or engineer scans it on any phone — no login, no app download.
4. They take photos (up to 10 per session); photos appear on the job in real time.
5. The QR code expires after 24 hours or when you revoke it.

Photos are stored securely in Cloud Storage, linked to the job.

Open [Team](/dashboard/team) to see members, waiting invitations, roles and qualification records. Owners and admins can create an invitation when the plan has a spare seat. Copy the link and send it yourself; PipeworkHQ does not email it. The person must sign in with the invited email. Links expire after 7 days.

A role controls what someone can do in the app. It does not prove trade competence. An Apprentice cannot sign regulated work as an Engineer. Keep and check the correct qualifications; a number entered in the app does not give signing permission.

Open [Your Website](/dashboard/website) to manage your public page, logo, colours and PipeworkHQ address, such as pipeworkhq.co.uk/e/yourname. Saving an address does not publish the page. Check the publication status, then open the public page yourself.

You do not need to buy or move a domain. [Your business online](/dashboard/settings?tab=email) can keep a note of a domain you already own, but it does not connect that domain or provide a mailbox. Connecting your own domain is coming soon.

Add only real service areas and work that you have permission to show. Check customer consent before publishing descriptions or photos. Qualification numbers entered by the business are not independently verified by PipeworkHQ.

Customers reply to your SMS and the replies land in the job's message thread in the app. You reply from the app — the customer sees your business name, not a random number.

• STOP/UNSTOP: if a customer texts STOP, they are opted out. They can text UNSTOP to opt back in. You cannot override this.
• Messages are queued and sent in batches. Delivery receipts are tracked.

Open [Settings > Your business online](/dashboard/settings?tab=email). Choose the email address customers should see. This can be different from the address you use to sign in. Choose PipeworkHQ sending, or use the advanced settings for a mailbox that supports them. Saving the details does not send a test, so check each send result before trying again.

Read and reply in the mailbox you already use. Replies do not automatically appear against the job. PipeworkHQ does not provide a mailbox or combine several inboxes. Sent means the email service accepted the message; it does not prove the message reached the customer's inbox.

WhatsApp messaging is in development and not yet available for live use. Use SMS or email for customer messaging in the meantime.

New enquiries from your PipeworkHQ website appear in Leads. WhatsApp enquiries are coming soon and are not connected today.

Use New, Contacted, Converted or Lost to show what happened. To turn an enquiry into work, open it and choose Convert to Customer. Then add the correct property and create the job.

Automatic review sending is coming soon. You can save your Google review link and check planned requests, but a waiting request is not a sent message.

Open Reviews & growth to save your Google review link and find the guided links for local listings. A checklist does not verify your listing.

For recurring maintenance plans (e.g. "Annual Boiler Service £150/year"):

1. Dashboard → Contracts → New Contract.
2. Link to customer + property.
3. Set term, renewal date, price, auto-renew flag.
4. If auto-renew is on: invoice raised automatically at renewal. If off: reminder sent to engineer, you raise invoice manually.

Renewal reminders comply with UK consumer law (advance notice before auto-charge).

After a completed job, PipeworkHQ can prepare a draft from the job details and approved photos. Nothing is published until you choose the destination, check the final words and photos, confirm the customer's permission and select Publish.

The supported destinations are your PipeworkHQ website gallery, Bluesky and Threads. Facebook, Instagram, Google Business Profile, LinkedIn, TikTok and Nextdoor posting are not connected. You can still use Share from phone and finish the post yourself.

Use Export Xero CSV in [Invoices](/dashboard/invoices). Check the dates, totals and invoice numbers before importing it, and make sure you do not import the same file twice. Ask your accountant whether another accounting package accepts the file.

Direct links to Xero, QuickBooks and FreeAgent are coming soon. A company name saved in Settings is not a working connection and does not send invoices. Set up bank feeds in your accounting software.

A website, domain, email address, mailbox and sign-in are different things. The guides below explain each one and tell you what PipeworkHQ can do today.

A domain is the name after www. or @, such as yourbusiness.co.uk. Your website and email mailbox can use that name, but they are separate services. The company that manages the domain uses DNS settings to point each service to the right place.

Your built-in PipeworkHQ website uses pipeworkhq.co.uk/e/yourname. You do not need to buy or move a domain, change its settings or move your mailbox. [Your Website](/dashboard/website) shows whether the page is published. Saving a domain note does not connect it.

You do not need to buy a domain for your built-in PipeworkHQ website. Start with [Your Website](/dashboard/website) and check the plan and publication status.

If you want your own domain or mailbox, buy it separately from a domain or email company and check both the first-year and renewal prices. Buying a domain does not create a mailbox or connect it to PipeworkHQ.

[Your business online](/dashboard/settings?tab=email) can save a note of a domain and the company that hosts the mailbox. This does not connect the domain or provide website or email hosting. An old Active label does not prove the domain still works.

Use [Your Website](/dashboard/website) for the built-in PipeworkHQ address. Connecting your own domain is coming soon. Keep your existing website, nameservers and email settings unchanged unless a separate verified move has been agreed.

PipeworkHQ does not currently connect to Cloudflare or change DNS settings for you. Do not change nameservers to finish PipeworkHQ setup.

Use the built-in address from [Your Website](/dashboard/website). Keep the settings for any separate domain or mailbox unchanged and follow the current instructions from the company that manages it.

A domain transfer is not part of PipeworkHQ onboarding. The built-in PipeworkHQ website and existing mailbox do not require one. Do not ask a customer to unlock a domain, disclose a transfer code or change nameservers to complete setup.

If they independently decide to transfer a domain, use the current registrar's verified instructions and check how existing website and email services will be preserved. Do not promise uninterrupted service or a fixed transfer time.

Open [Settings > Your business online](/dashboard/settings?tab=email). Choose the email address customers should see, then choose PipeworkHQ sending or the advanced settings for a mailbox that supports them.

For the advanced option, your email company must give you an SMTP server name, port, username and app password. Enter those details only on the private settings screen. Never put a password in Mate, a support message or a screenshot.

Saving the details does not send a test. Send one message to an address you control, check that it arrives and reply to it. Read replies in your usual mailbox; they do not automatically appear against the job. Sent means the email service accepted the message, not that it reached the inbox. Check the receiving mailbox before trying again.

You can use an existing working email address as the main customer address in [Settings > Your business online](/dashboard/settings?tab=email). You do not need to buy a domain or move your mailbox to finish setup.

For an address on your own domain, buy a mailbox separately and check its current prices and instructions. A forwarding address may not let you send replies. PipeworkHQ does not provide mailbox hosting. Read and reply in your usual mailbox and enter sending details only when your email company supports them. Never share a password with Mate.

1. Wrong password: use Forgot password on the sign-in page. Enter the sign-in email, which may differ from the main customer email in Your business online. Check the mailbox and junk folder; a submitted reset request is not proof an email arrived.
2. Invitation link: sign in with the exact invited email. Links expire after 7 days and cannot be reused after acceptance or cancellation. Ask the owner or admin to review [Team](/dashboard/team), cancel an unusable pending invite and create a fresh link to share. The app does not email invitations automatically.
3. Missing business or access denied: check the signed-in account and ask the owner or admin to verify active membership and role. Do not guess that the business has disappeared or that paying will restore access.
4. Authentication or account lockout: do not bypass an identity check or ask for passwords, authentication codes or recovery secrets. Use human support for an owner lockout or suspected compromise.
5. Missing job or action: ask the owner or admin to check assignment, role, plan and any task-specific qualification requirements. General onboarding completion is not permission to perform every action.

"I created an invoice but the customer hasn't paid. How do I chase it?" Open Invoices and filter by Overdue. Open the invoice and resend it. Automatic reminders are coming soon.

"I made a mistake on a record I already signed." A signed record is locked. The owner or an admin can void it while keeping the original for the audit trail. Create and check a new record with the correct information.

"I accepted the wrong quote or price." An accepted quote is locked. Speak to the customer, then use the correct invoice or credit-note process. Ask support if the issued quote itself needs correction.

"My Stripe payment isn't arriving in my bank." Open [Settings > Payments](/dashboard/settings?tab=payments), then open Stripe and check the payment, payout and anything Stripe still needs from you. Completed setup in PipeworkHQ does not prove money reached the bank.

"I've reached my plan limit." Open Settings > Billing to check the current limits and change plan. Existing records stay readable after a downgrade; the limit stops new records being added.

"I can't invite another team member." Open Team and check the spare seats and your role. Standard and Professional include five users. Open Settings > Billing to see the current price for extra seats.

"My engineer can't see a job." Open the job and check that the engineer is assigned. Engineers see their assigned jobs unless their role gives wider access.

"The heat-loss calculator says Professional plan required." The full heat-pump design tool needs Professional. The public heat-loss estimate under Tools is an indicative starting point only.

"I need to move to different accounting software." Direct accounting links are coming soon. Use Export Xero CSV in [Invoices](/dashboard/invoices), check that the new software accepts the file, and make sure records are not imported twice.

"Can Mate book a job or change a customer?" Not yet. Mate can look up your schedule, unpaid invoices, leads, customers and jobs, but it cannot create or change records.

"How do I ask Mate about a job?" Use the job number or customer name. For example: "What is the status of job 47 for Smith?"

"Can I use PipeworkHQ without internet?" Most features need an internet connection. A page already open on site may remain visible, but photos, messages and payments need a connection.

"How do I delete a customer?" Open the customer and choose Archive. This hides them from the working list but keeps past jobs and records. Contact support for a permanent account-data request.

Ask Mate natural-language questions about:

• Your schedule — "What jobs have I got this week?" / "What's on tomorrow?"
• Unpaid invoices — "How many unpaid invoices do I have?" / "Show me everything overdue"
• Open leads — "Any new enquiries come in?" / "What leads are waiting for a response?"
• Customers — "What's the phone number for Mrs Johnson?" / "Find the customer called Patel"
• Jobs — "What's the status of job 47?" / "Find the boiler service at 14 High Street"

Mate always tells you where it found the information so you can tap through to the full record.

Mate cannot book jobs, create invoices, update records, or send messages. It is read-only right now. If you ask it to do something it cannot do, it will tell you honestly rather than pretending.

These features are not available yet:

• Pay by bank and Direct Debit
• Voice control for Mate
• Automatic invoice reminders
• Mate making changes for you — Mate can only look up information today.
• A dedicated text-message number for each business
• More social-media connections — every post will still need your review and customer permission.

• Boiler fault-code lookup — enter the make, model and fault code to see useful reference information. Check it against the manufacturer's instructions. (Solo+)
• Boiler data lookup — find the age, fuel type, efficiency band and whether a model has been discontinued. (Solo+)
• Annual service reminders — keep track of services that are due. Check the sending status before treating a reminder as delivered.
• Read a merchant receipt — photograph a receipt or invoice, check the details PipeworkHQ reads, then match it to the correct job.
• Read a paper diary — photograph a handwritten diary page, then check every suggested customer, note and time before saving.
• Read a business card or van sign — use a photo to fill in draft business details during setup, then check every field.
• Online card payments — create a secure payment link from an invoice and send it to the customer. Tap to Pay is coming soon. (Standard+)
• Appliance history — see previous services, records and visits for the appliance.
• Merge duplicate customers — combine a duplicate customer while keeping their properties and jobs.
• Referral programme — read the current offer at /refer before sharing it.
• Emergency callout mode — mark an out-of-hours job and check the surcharge before sending the quote or invoice.

The free marketing trio every engineer should have. Mate guides setup step-by-step.

1. Open business.google.com and add or claim your business. Use the real trading name.
2. Choose the closest main category, such as Heating contractor or Plumber, then add only services you genuinely provide.
3. If you work from home and visit customers, set a service area and follow Google's current address-privacy choices.
4. Complete the verification method Google offers. This can take time, so start early.
5. Add clear, real photos that you have permission to publish, such as your van and completed work.
6. In PipeworkHQ, save the Google review link and check it opens the correct business. Automatic review sending is coming soon.
7. Add your PipeworkHQ business website address, such as pipeworkhq.co.uk/e/yourname.

bingplaces.com → "Import from Google Business Profile" — it copies everything. Free, done.

businessconnect.apple.com → free listing on Apple Maps. iPhone users searching "heating engineer near me" in Maps see you.

• Before choosing a name, check Companies House, domain availability and a web search for similar local businesses.
• Keep the logo simple: the business name, one clear mark and two colours. Check that it remains readable on a phone, invoice and workwear.
• Open Your Website to upload the logo and choose the colours. Check the public website after saving.
• Use the same name and logo on your van, invoices, Google profile, website and social accounts.

These guides explain common routes into additional work. Course prices, scheme rules and entry requirements change, so check the current position with the awarding body, scheme and approved training centre before booking or taking work.

You must be on the Gas Safe Register and hold the right categories for the gas work you carry out.

Common routes include a recognised apprenticeship, a managed learning programme with genuine work experience, or an experienced-worker assessment. Check the current entry rules with an approved training centre and Gas Safe Register before paying for training.

ACS assessments cover the work categories shown on your Gas Safe card, such as CCN1, CENWAT, CKR1, HTR1 and MET1. Check the current reassessment dates and scope on your own records.

Save your Gas Safe number and qualification expiry dates in PipeworkHQ so you can see what needs attention. A saved number has not been independently verified by PipeworkHQ.

Oil-fired work is not legally licensed like gas, but OFTEC registration is the recognised competence scheme (and required for self-certifying installations under Building Regs):

• OFT10-101 — pressure-jet servicing/commissioning; OFT10-105e — installation
• Typically a 3–5 day course + assessment per module. Renewed every 5 years.
• OFTEC registration also covers Building Regs self-certification (no separate Building Control notification fee per job).

A gas or oil engineer moving into heat pumps will normally need suitable low-temperature heating and heat-pump training, plus any Water Regulations, G3 unvented or F-gas qualification required by the work. MCS certification is needed where the installation uses the Boiler Upgrade Scheme.

Requirements depend on the system and work you carry out. Check the current rules with the scheme, certification body and training centre before booking a course or taking a job.

PipeworkHQ Professional includes the room-by-room heat-loss survey and BUS eligibility checker. These are engineering aids, not training, certification or scheme approval.

• Part P awareness / Building Regs compliance for heating wiring; many heating engineers take a domestic electrical installer course so they can wire controls/heat pumps legally and self-certify (via a competent-person scheme like NICEIC/NAPIT).
• Full 18th Edition (BS 7671) + inspection & testing if going deeper.

• G3 Unvented hot water — 1-day, needed to fit/service unvented cylinders. 5-year renewal.
• Legionella awareness — for landlord risk assessments (the app has the assessment tool).
• Asbestos awareness — legally required annual awareness for trades entering older properties.

• Keep each person's sign-in private and use Show password only on a private screen.
• The account owner can prepare a ZIP download of business records and uploaded files from Settings > Your data. Keep the file and its short-lived link private.
• Gas Safe, MCS and F-gas details are stored securely. A saved number has not been independently verified.
• Requiring two-step sign-in for every team member is coming soon; a saved preference does not enforce it today.
• Contact support for a permanent account-data request.

Where: the account Owner manages this in Settings → Billing.

Cancelling / downgrading:

• Downgrade by switching to a lower plan (or to Free) in Settings → Billing.
• Cancelling a paid plan is done by requesting account deletion — the Stripe subscription is then cancelled at the END of the current billing period (you keep access until then). On the Free plan, deletion is immediate.
• Plans are billed monthly with no minimum term and no contract. Annual billing is offered at a discount at checkout. You can downgrade or cancel any time.

What happens to your data if you go over a plan limit (e.g. after a downgrade):

• Downgrading NEVER deletes any existing records. If a lower plan's cap is below what you already have (say you drop to Free with more than 15 customers), every existing customer, property, job, invoice and certificate stays exactly as it is and remains fully readable.
• The only effect is that you cannot CREATE NEW records of a capped type until you are back under the limit. The app blocks the new record with a clear message ("Your plan allows up to N … Upgrade your plan to add more."), it does not remove anything.
• Get back under a cap by archiving records you no longer need (archiving a customer or property frees a slot) or by upgrading again.
• Job and invoice allowances are counted PER CALENDAR MONTH, so those reset at the start of each month.

There is no countdown trial. The Free plan can be used for as long as it remains offered, within its current limits: 15 customers, 10 properties, 25 jobs and 10 invoices each month.

Move to a paid plan when you need features such as a business website, available Gas Safe records, card payments or heat-pump design. Paid plans are monthly with no minimum term; annual payment is available at a discount. You can change plan in Settings > Billing. Read the current price and terms at checkout before paying.

PipeworkHQ does not add a percentage charge to your customer's card payment.

Card payments run through your connected Stripe account. Stripe deducts its own processing fee, which depends on the payment and card type. Check the current fee and payout timing in your Stripe dashboard before quoting it to a customer.

Stripe pays the remaining money into the bank account connected to Stripe. A completed customer payment and a payout reaching your bank are separate stages, so check both when tracing money.

Refunds are built in. An Owner or Admin can refund a card payment — in full or in part — against the original invoice. The app records the refund, raises a matching credit note with the next sequential number, and will not let you refund more than the customer actually paid.

Chargebacks (a customer disputing a payment with their bank) are handled through Stripe. When one is raised, the app flags the affected invoice as `disputed` so you can see it, but the dispute itself is resolved in your Stripe dashboard following Stripe's process — it's between you, the cardholder and the card scheme.

Use [Your Website](/dashboard/website) for the PipeworkHQ address shown for the business. Check the current plan and publication status.

[Your business online](/dashboard/settings?tab=email) can keep a note of a domain and email company. It does not connect the domain or create a mailbox. You do not need to change DNS, transfer a domain or buy a mailbox for the built-in website. Connecting your own domain is coming soon.

Start with this Help Centre or ask Mate. If the problem is a genuine fault or an account issue they cannot solve, open Help & Support in the app or email office@pipeworkhq.co.uk.

Include the business name, page you were using, what you selected, the time and the exact error message. Do not include passwords, bank details, identity documents or full customer information.

Support is prioritised for Standard and Professional accounts.