Legal

ServiSeek Terms and Conditions

Last updated: 25 September 2026

1. About these Terms

These Terms and Conditions ("Terms") govern access to and use of the ServiSeek website, mobile applications, web applications, business directory, marketplace, messaging, payment, Buyer Protection and related services (together, the "Platform").
The Platform is operated by:
ServiSeek Ltd
2 Bluebell Crescent
Wimborne
Dorset BH21 4FA
United Kingdom
Company Registration Number: 16574022
Email: support@serviseek.com
ServiSeek provides an online marketplace that enables people and organisations looking for services ("Customers") to find, communicate with and book independent people and businesses offering services ("Service Providers").
By creating an account, accepting these Terms or using the Platform, you agree to be bound by them.
If you do not agree to these Terms, you must not use the Platform.
Nothing in these Terms excludes or limits any legal right or remedy which cannot lawfully be excluded or limited.

2. Definitions

In these Terms:
Booking means an arrangement made through the Platform between a Customer and a Service Provider for the provision of services.
Business User means a user acting for purposes relating to their trade, business, craft or profession, including a Service Provider where applicable.
Buyer Protection means the ServiSeek protected-payment, delayed-release, support and dispute-management service described in these Terms.
Buyer Protection Fee means the fee charged by ServiSeek to the Customer for Buyer Protection and associated Platform services.
Consumer means an individual acting wholly or mainly outside their trade, business, craft or profession.
Customer means a person or organisation using ServiSeek to request, find or book services.
Customer Total means the total amount charged to a Customer through ServiSeek in connection with a Booking, normally including the Job Price and Buyer Protection Fee and any other amount clearly displayed before payment.
Job Price means the amount agreed between the Customer and Service Provider for the underlying services, excluding the Buyer Protection Fee.
Protected Booking means a Booking for which payment has successfully been made using ServiSeek's integrated payment system and which is identified by the Platform as protected.
Provider Transfer means a transfer initiated through Stripe from the ServiSeek payment system to the Service Provider's connected Stripe account.
Scheduled Service Date means the service or completion date and, where relevant, time recorded against the Booking within ServiSeek.
Service Provider means an independent individual, sole trader, partnership, company or other organisation offering services through ServiSeek.
Stripe means Stripe and the applicable Stripe group company providing payment-processing or connected-account services.

3. ServiSeek's role

ServiSeek provides technology through which Customers and Service Providers can:
create and respond to service requests;
communicate;
exchange quotations and other proposals;
agree the scope, price and timing of services;
make and manage Bookings;
make and receive payments;
use Buyer Protection;
submit reviews; and
access support and dispute-management services.
Except in relation to services expressly supplied by ServiSeek itself, including operation of the Platform and Buyer Protection, ServiSeek does not provide the underlying service booked by the Customer.
The contract for the underlying service is between the Customer and Service Provider.
ServiSeek is not the employer, worker, agent or partner of a Service Provider merely because that Service Provider uses the Platform.
Service Providers determine how they carry out their services, subject to their agreement with the Customer and applicable law.
ServiSeek does not guarantee that:
a Customer will receive responses to a request;
a Service Provider will receive work;
a particular user is suitable;
a Booking will be completed successfully; or
every Service Provider statement, qualification or credential is accurate.
Where ServiSeek expressly verifies particular information, the nature of that verification will be described on the Platform.

4. Customer and Service Provider roles

A user may use different parts of ServiSeek in different capacities where the Platform allows this.
If you act as a Customer, the provisions applying to Customers apply to you.
If you act as a Service Provider or Business User, the provisions applying to Service Providers and Business Users also apply to you.
Different legal rights may apply depending on whether a Customer is acting as a Consumer or as part of a business.

5. Eligibility

You must be at least 18 years old and legally capable of entering into binding contracts to use ServiSeek.
By using the Platform you confirm that:
information you provide is accurate and not deliberately misleading;
you are entitled to enter into arrangements you make using ServiSeek;
you will comply with applicable law;
you will not use ServiSeek for illegal or fraudulent purposes; and
where you act for an organisation, you have authority to act for it.
We may restrict access where we reasonably believe these requirements are not met.

6. Accounts and account security

Certain Platform features require an account.
You must:
provide accurate registration information;
keep that information reasonably up to date;
keep your login details secure;
not permit another person to impersonate you;
notify ServiSeek promptly if you believe your account has been compromised; and
cooperate with reasonable security or identity checks.
You are responsible for activity conducted through your account unless it results from ServiSeek's failure to exercise reasonable care and skill or from circumstances for which you are not legally responsible.
ServiSeek may require identity, business, tax, payment or other verification where reasonably necessary for:
payment processing;
fraud prevention;
legal or regulatory compliance;
tax reporting;
platform safety; or
protection of Customers and Service Providers.

7. Service Provider responsibilities

Service Providers are independent from ServiSeek and are responsible for the services they offer and provide.
A Service Provider must ensure that:
its name, identity, business information and profile are accurate;
it is legally entitled to provide the services advertised;
it holds licences, registrations, permissions or certifications required by law;
it maintains insurance required by law and any insurance reasonably appropriate to its activities;
descriptions of services are accurate;
prices and quotations are not misleading;
information provided to Customers before a Booking is accurate;
it performs services with any level of care, skill and quality required by law;
its employees, subcontractors and representatives are appropriately authorised and competent;
it complies with health and safety, employment, tax, consumer and other applicable legislation; and
it does not make claims about qualifications, checks, insurance or experience that are untrue.
Where a Service Provider contracts with a Consumer, the Service Provider is responsible for complying with applicable consumer law, including providing any information, cancellation rights, remedies and pricing information required by law.
The Consumer Rights Act 2015 implies, among other protections, that services supplied by a trader to a Consumer must be performed with reasonable care and skill. Legislation.gov.uk
Stripe identity or connected-account verification is primarily performed for payment and compliance purposes and must not be interpreted as ServiSeek endorsing a Service Provider's professional competence.

8. Customer responsibilities

Customers must provide information that is reasonably accurate and sufficient to enable Service Providers to understand the requested work.
Customers must disclose information that is reasonably relevant to:
the scope of work;
access requirements;
safety;
timing;
materials;
location; and
any material limitation affecting performance.
Customers must not deliberately omit information in order to obtain an artificially low quote.
Customers are responsible for deciding whether a Service Provider is suitable.
Where appropriate, Customers should make their own checks relating to matters including:
experience;
qualifications;
professional registration;
licences;
insurance; and
references.
Customers must not submit fraudulent requests, false complaints or dishonest Buyer Protection claims.

9. Service requests and public request listings

Customers may create requests describing services they require.
A request may contain information including:
service category;
description;
photographs;
location or service area;
preferred dates or times;
whether the work is to be performed at the Customer's location, the Service Provider's location or remotely; and
other relevant information.
ServiSeek may make some request information visible to appropriate Service Providers.
ServiSeek may also create or display a public-facing version of a service request on ServiSeek websites or other ServiSeek channels in order to help suitable Service Providers discover the opportunity.
Where a request is made publicly visible, ServiSeek may display information such as the type of service, general area, description, timing and suitable request content.
Customers should not place confidential, sensitive or unnecessary personal information in request descriptions or photographs which may be intended for public or marketplace visibility.
ServiSeek may remove or obscure information where reasonably necessary for privacy, safety or platform integrity.

10. Service Provider responses

Depending on the relevant Platform functionality, a Service Provider may respond to a request using options including:
a fixed quotation;
an hourly rate;
an estimate;
a question;
a request to visit or inspect the work before quoting;
availability information; or
another response type made available by ServiSeek.
A question, expression of interest or request for a visit does not by itself constitute an agreed Booking.
A fixed quotation should identify what is included in the price.
Where a Service Provider provides an estimate rather than a fixed price, the Customer should be informed that the final cost may vary.
Where an hourly rate applies, the agreed hourly rate, estimated hours and any relevant maximum or approved amount should be recorded through the Platform wherever possible.
A Service Provider must not charge materially more than an agreed amount without obtaining the Customer's agreement where such agreement is required.

11. Booking formation

Customers and Service Providers should review the scope, Job Price, service date and other important Booking information before confirming a Booking.
For a Protected Booking requiring payment through ServiSeek, the Booking will normally become confirmed once:
the Customer has accepted the relevant offer or booking arrangement; and
the required payment has been successfully processed.
The underlying contract for services is between the Customer and Service Provider.
Details recorded through ServiSeek may be used as evidence of what the parties agreed.
Material changes to:
the scope;
price;
service date;
estimated hours; or
other significant Booking terms
should be recorded through the Platform wherever functionality is available.
Payments or additional work agreed privately may fall outside Buyer Protection.

12. Pricing and price transparency

Service Providers determine their own Job Prices.
Service Providers dealing with Consumers must provide prices in accordance with applicable consumer law and must not hide unavoidable charges.
Where ServiSeek presents a Consumer with a price for a transaction, any mandatory ServiSeek fee that can be calculated must be presented as part of, or alongside, the total amount payable in accordance with applicable price-transparency law.
UK guidance requires unavoidable mandatory charges to be included in the total price presented to consumers rather than being introduced only later in the transaction. GOV.UK

13. ServiSeek Buyer Protection Fee

13.1 Current fee
For a Protected Booking, the Customer pays a Buyer Protection Fee.
The current fee is:
£2 + 1.5% of the Job Price
For example:
Job Price: £100.00
Buyer Protection Fee: £3.50
Customer Total: £103.50
The Customer Total will be shown before the Customer confirms payment.
Any VAT or other tax which ServiSeek is legally required to charge will be included or displayed as required by law.
13.2 What the Buyer Protection Fee pays for
The Buyer Protection Fee is paid to ServiSeek and is separate from the Service Provider's Job Price.
It contributes towards ServiSeek's provision and administration of services including:
integrated payment processing;
protected-payment administration;
delayed Provider Transfer;
payment monitoring;
customer and provider support;
dispute management;
refund administration;
fraud and payment-risk management; and
operation of the Buyer Protection service.
The Buyer Protection Fee is not a payment to the Service Provider.
13.3 Changes to the fee
ServiSeek may change the Buyer Protection Fee for future transactions.
A new fee will not retrospectively change a Protected Booking already paid for.
Any applicable fee will be displayed before the Customer becomes committed to the relevant payment.

14. Stripe and payment processing

Integrated payments are processed using Stripe technology.
Customers may provide payment details directly to Stripe or through Stripe technology integrated into ServiSeek.
ServiSeek does not directly store complete payment-card details.
Service Providers wishing to receive Provider Transfers may be required to establish and maintain a Stripe connected account and satisfy Stripe's identity, compliance and payout requirements.
Stripe's own terms may also apply.
For the current protected-payment architecture:
the Customer payment is processed through ServiSeek's Stripe platform account;
a Provider Transfer is not created simply because the Customer payment succeeds;
the Provider Transfer occurs later when release conditions are met; and
a subsequent Stripe payout from the connected account to the Service Provider's bank is a separate event.
This reflects the separate-charges-and-transfers implementation confirmed in the current payment system.
ServiSeek may be unable to process a transaction where:
Stripe rejects or restricts it;
payment authentication fails;
the payment method fails;
fraud or security concerns exist;
a Stripe account is restricted;
required information has not been provided;
sanctions or other legal restrictions apply; or
processing would breach applicable law or payment-network rules.

15. Service Provider payment fees

ServiSeek does not currently deduct a ServiSeek marketplace commission from the agreed Job Price.
However, the Service Provider authorises ServiSeek to deduct the actual Stripe payment-processing fee attributable to the Customer transaction from the Job Price before calculating the normal Provider Transfer.
The Stripe processing fee may be calculated by Stripe on the entire amount charged to the Customer, including the Buyer Protection Fee.
The Service Provider therefore acknowledges that the Stripe processing cost deducted from its payment may relate to a Stripe fee calculated on an amount larger than the Job Price alone.
The actual processing fee may vary depending on factors including:
card or payment type;
card country;
Stripe pricing;
currency;
authentication or network rules; and
other Stripe charging rules.
The normal calculation is therefore broadly:
Job Price
less actual Stripe processing fee
= normal Provider Transfer
subject to any other properly payable adjustment described in these Terms.
The current implementation obtains the actual Stripe fee from the Stripe balance transaction rather than applying an estimated percentage.
Stripe may also impose connected-account or bank-payout fees.
Where such fees apply to a Service Provider, they may be deducted by Stripe or accounted for separately from the Booking-level Provider Transfer.

16. Negative Service Provider balances

A Service Provider may owe money in connection with:
refunds;
transfer reversals;
chargebacks;
payment disputes;
unrecovered processing costs;
duplicate payments;
overpayments;
fraudulent transactions; or
other payment corrections.
Where permitted by law, the Service Provider authorises ServiSeek to recover an amount properly owed by:
reversing a Stripe transfer where possible;
deducting it from a future Provider Transfer;
applying an existing provider balance;
recording a negative provider balance; or
requiring direct repayment.
A negative balance may therefore reduce the amount transferred for a later Booking.
The existing payment implementation already supports recovery of certain provider negative balances from later transfers.
ServiSeek will not create arbitrary penalties unrelated to an actual liability or legitimate loss.

17. ServiSeek Buyer Protection

17.1 When Buyer Protection applies
Buyer Protection applies only where:
the Booking is eligible for integrated payment;
the Customer pays using the ServiSeek payment process;
payment succeeds; and
the Platform identifies the Booking as protected.
Meeting, messaging or finding a Service Provider through ServiSeek does not by itself make a transaction protected.
17.2 Payments outside ServiSeek
Buyer Protection does not apply to money paid directly to a Service Provider by:
cash;
direct bank transfer;
card payment outside ServiSeek;
another external payment service; or
another arrangement not processed as a Protected Booking.
A Service Provider must not tell a Customer that an off-Platform payment is covered by ServiSeek Buyer Protection.
17.3 Nature of Buyer Protection
Buyer Protection is a contractual ServiSeek platform service.
It is not insurance.
It is not a bank deposit, savings product or guarantee that every disagreement will result in a refund.
ServiSeek does not describe the service as an escrow account.
Buyer Protection determines how ServiSeek handles a protected Platform payment. It does not replace the parties' legal rights against one another.

18. Delayed release of Provider funds

Following successful payment, the Service Provider's Provider Transfer is normally delayed.
The Customer payment succeeding does not itself cause the Service Provider to receive the money.
A Provider Transfer will normally occur when either:
the Customer confirms through ServiSeek, after the relevant service time, that the work has been completed and payment may be released; or
the automatic release time is reached and no active issue prevents release.
The normal automatic release time is 10 calendar days after the Scheduled Service Date.
The current implementation recalculates this release date when an accepted reschedule changes the Scheduled Service Date.
ServiSeek may delay or prevent release where reasonably necessary because of:
an open support case relating to payment;
an active payment hold;
an open dispute;
a refund in progress;
a chargeback;
suspected fraud;
payment failure;
pending additional-hours approval;
provider Stripe-account restrictions;
security concerns;
a legal or regulatory requirement; or
another legitimate payment issue.
The release system currently checks for active disputes and support payment holds before permitting a Provider Transfer.

19. Customer confirmation and early release

After the Scheduled Service Date or time, a Customer may be able to confirm that the work has been completed.
Customer confirmation can result in the Provider Transfer being released before the normal 10-day automatic-release point.
A positive review or particular rating is not required for payment release.
Once the Customer instructs ServiSeek to release the payment, the normal protected-payment hold ends.
The money may then be transferred to the Service Provider's connected Stripe account.
The later payout from the connected Stripe account to the Service Provider's bank is controlled separately by Stripe and the banking system.
ServiSeek cannot guarantee the exact date on which a bank payout will arrive.
If a Customer voluntarily confirms completion and releases payment, ServiSeek may subsequently have less ability to prevent or recover payment from the Service Provider.
This does not remove statutory rights the Customer may have against the Service Provider.

20. Reporting a problem

A Customer who believes there is a serious problem with a Protected Booking should report it to ServiSeek as soon as reasonably possible and before the Provider Transfer has been released.
Ordinarily, this should occur no later than the end of the 10-day protection period following the Scheduled Service Date.
Examples of matters that may justify review include:
the Service Provider did not attend;
the Service Provider cancelled;
the agreed service was not provided;
a material part of the agreed service was not completed;
the work materially differs from the recorded agreement;
the Service Provider seeks payment for work that was not agreed;
there is evidence of fraud; or
another serious problem affects the protected transaction.
An issue being raised does not automatically mean the Customer is entitled to a refund.
However, where the system records an active qualifying dispute or payment hold before release, ServiSeek may pause the Provider Transfer while the matter is investigated.

21. Evidence and Buyer Protection investigation

ServiSeek may request evidence from either party.
Relevant evidence may include:
messages sent through ServiSeek;
quotations;
Booking information;
photographs or video;
invoices and receipts;
proof of attendance;
information about work performed;
communications between the parties;
details of agreed changes;
professional reports;
payment information; and
other material reasonably relevant to the issue.
Customers and Service Providers agree to cooperate reasonably with an investigation.
Failure to provide relevant information may mean ServiSeek has to make a decision based on the evidence available.
ServiSeek may contact either party for clarification.

22. Buyer Protection outcomes

Following review, ServiSeek may where appropriate:
release all of the Job Price to the Service Provider;
refund all of the Job Price to the Customer;
make a partial Job Price refund;
divide the Job Price between the parties;
continue a payment hold while further evidence is obtained;
arrange remedial steps agreed by the parties;
reverse or recover a previous Provider Transfer where possible; or
take another reasonable payment action available through Stripe and permitted by law.
A ServiSeek Buyer Protection decision concerns how the protected Platform payment is handled.
It is not a court judgment, arbitration award or determination of every legal right between the parties.
Either party may still pursue rights available under applicable law.

23. Refunds and the Buyer Protection Fee

23.1 Job Price refunds
Where ServiSeek determines that all or part of the Job Price should be refunded, ServiSeek may initiate a full or partial refund to the Customer's original payment method.
The time taken for the refund to appear depends on Stripe, the Customer's payment provider and banking systems.
23.2 Buyer Protection Fee normally retained
Where all or part of the Job Price is refunded, the Buyer Protection Fee will normally remain payable to ServiSeek and will not normally be refunded.
This is because the Buyer Protection Fee is payment for a separate ServiSeek service which begins when the protected transaction is processed and which may already have involved:
Stripe/payment-processing costs;
protected-payment administration;
delayed payment-release functionality;
transaction monitoring;
Customer or Provider support;
dispute investigation;
refund administration; and
payment-risk management.
The retention of the Buyer Protection Fee is therefore not intended to be a penalty for requesting a refund.
Example
If:
Job Price: £100.00
Buyer Protection Fee: £3.50
Customer paid: £103.50
and ServiSeek subsequently approves a full refund of the £100 Job Price, the normal refund would be:
£100.00
and the original £3.50 Buyer Protection Fee would remain with ServiSeek.
If ServiSeek approves a £25 partial Job Price refund, the Customer would normally receive:
£25.00
and the original Buyer Protection Fee would normally remain unchanged.
23.3 Exceptions
ServiSeek may refund some or all of the Buyer Protection Fee:
where required by law;
where the Buyer Protection service itself was not supplied as agreed;
where ServiSeek considers a refund fair or appropriate in the circumstances;
where a technical or duplicate payment error occurred; or
for another lawful reason.
Nothing in this section limits a Consumer's statutory rights.
In particular, these Terms do not impose a charge for exercising a statutory refund right where the law prohibits such a charge. Legislation.gov.uk

24. Cancellation after payment

Before a Booking has been paid for and confirmed, a Customer may withdraw a service request or decide not to proceed, subject to any contract already formed separately with a Service Provider.
For a paid Protected Booking, ServiSeek does not provide a general automatic right to a self-service refund merely because a Customer changes their mind.
Where a Customer wishes to cancel a paid Protected Booking, the Customer should contact the Service Provider and, where a refund or protected payment is involved, use ServiSeek's support or issue-reporting process.
Any refund will depend on matters including:
applicable statutory cancellation rights;
the agreement with the Service Provider;
whether work has begun;
work already performed;
unavoidable costs reasonably incurred;
any fair cancellation terms;
which party caused the cancellation; and
the circumstances of the particular Booking.
This section does not restrict statutory cancellation rights.
For many distance service contracts with Consumers, cancellation rights can arise under the Consumer Contracts Regulations, including a 14-day cancellation period unless an exception or lawful early-performance arrangement applies. GOV.UK
Service Providers are responsible for complying with cancellation-law obligations applicable to the underlying service contract.

25. Service Provider cancellation or non-attendance

If a Service Provider cannot perform a Booking, it must notify the Customer promptly and use any appropriate ServiSeek support functionality.
A Service Provider should not mark work as completed when it has not been completed.
Where a Service Provider cancels, fails to attend or fails to provide the agreed service, ServiSeek may:
prevent release of the Job Price;
refund all or part of the Job Price;
record the cancellation;
recover associated amounts from the Service Provider;
apply payment adjustments or negative balances;
restrict the Service Provider's account where appropriate; or
take other reasonable action.
A Job Price refund resulting from a Provider cancellation does not automatically require ServiSeek to refund the Buyer Protection Fee, subject always to Section 23.3 and applicable law.

26. Rescheduling

Customers and Service Providers should record agreed date changes through ServiSeek where the relevant functionality is available.
An accepted reschedule may change:
the Scheduled Service Date;
the date on which completion can be confirmed; and
the automatic payment-release date.
Where a service is rescheduled, Buyer Protection remains subject to the revised Booking information recorded by the Platform.

27. Hourly work and estimated hours

Where a Service Provider quotes an hourly rate, ServiSeek may require the Customer to pay an amount based on an agreed or estimated number of hours before the Booking.
The Customer and Service Provider should ensure that:
the hourly rate is clear;
estimated hours are reasonable;
the Customer understands the amount being authorised; and
additional work is agreed before being undertaken where additional payment is required.
If fewer hours are ultimately chargeable than were paid for, ServiSeek may refund the appropriate Job Price difference.
Unless ServiSeek is required by law or decides otherwise under Section 23.3, a Job Price adjustment or under-run refund does not normally cause the original Buyer Protection Fee to be recalculated or proportionately refunded.
If additional hours or additional work require an additional payment through ServiSeek, any applicable additional Buyer Protection Fee or other charge will be displayed before the Customer confirms that additional payment.
Pending additional-hour approval may prevent payment release until the issue is resolved.

28. Additional work

Buyer Protection normally applies only to amounts processed through ServiSeek and recorded against the relevant Booking.
If a Customer and Service Provider agree additional work privately and payment is made outside ServiSeek:
that additional payment is not protected by ServiSeek Buyer Protection.
Where additional protected payment functionality is offered, the parties should use it before additional chargeable work is carried out.

29. Refunds after a Provider Transfer

In some circumstances, a refund, chargeback or payment reversal may arise after a Provider Transfer has already been made.
Where the Service Provider is not entitled to retain the relevant amount, the Service Provider authorises ServiSeek, where legally permitted, to:
reverse some or all of a Stripe transfer;
deduct the amount from future Provider Transfers;
apply an existing provider balance;
record an amount as a provider negative balance;
request direct repayment; and
take reasonable recovery action.
Where Stripe cannot immediately reverse a transfer because sufficient funds are unavailable in the connected account, the Service Provider's repayment liability does not automatically disappear.
The current implementation already contains transfer-reversal handling for Stripe chargebacks and negative-balance recovery where immediate recovery fails.

30. Chargebacks and card disputes

Customers may have rights through their bank, card issuer or payment provider in addition to ServiSeek Buyer Protection.
Those rights are not removed by these Terms.
Where a protected-payment problem arises, Customers are encouraged to contact ServiSeek promptly so the issue can be investigated.
If a Customer initiates a chargeback or payment dispute, ServiSeek may:
pause a Provider Transfer;
provide transaction evidence to Stripe or the payment provider;
reverse a Provider Transfer;
recover money from the Service Provider;
record a provider negative balance; or
restrict payment functionality while the dispute is resolved.
A Service Provider may be responsible for refunded Job Price amounts, chargeback amounts or third-party costs where the Service Provider was not entitled to the relevant payment or its breach, fraud or non-performance gave rise to the payment reversal.

31. Payments made outside ServiSeek

A transaction may sometimes take place outside ServiSeek's integrated payment system.
Where money is paid directly between Customer and Service Provider:
ServiSeek does not process that payment;
Buyer Protection does not apply;
ServiSeek cannot normally recover that money;
ServiSeek cannot guarantee any refund; and
disputes about the payment are primarily between the Customer and Service Provider.
Users must not falsely represent an external payment as protected.
Users must not deliberately misuse ServiSeek solely to evade required Platform payment processes or fees.

32. Reviews and ratings

ServiSeek may allow Customers and Service Providers to review one another following a genuine Booking.
ServiSeek may operate reviews on a blind or delayed-publication basis so that one party cannot necessarily see the other's review before submitting their own.
Reviews must:
relate to a genuine experience;
be honest;
not deliberately misrepresent material facts;
not contain unlawful or abusive content; and
comply with Platform rules.
Users must not:
submit fake reviews;
use false accounts to create reviews;
buy or sell fake reviews;
threaten another user to influence a review;
condition payment or service on a misleading positive review;
conceal a material incentive where disclosure is required; or
manipulate review systems.
Current UK consumer law prohibits fake reviews and requires publishers of consumer reviews to take reasonable and proportionate steps to prevent and remove fake or misleading reviews. Legislation.gov.uk
ServiSeek may investigate and remove reviews where reasonably necessary.
A genuine negative review will not be removed merely because the subject disagrees with it.

33. Service Provider profiles and business directory

Service Provider information may appear in:
ServiSeek mobile applications;
ServiSeek web applications;
the ServiSeek website;
the ServiSeek business directory;
search and browsing results;
public provider profile pages; and
ServiSeek promotional channels reasonably connected to promoting the Service Provider's presence on ServiSeek.
Public profile pages may be discoverable by internet search engines.
Service Providers are responsible for ensuring information they submit for public display is appropriate to be made public.
ServiSeek does not acquire ownership of a Service Provider's trade name, logo, photographs or other existing intellectual property merely because it is displayed on ServiSeek.

34. Search, discovery and ranking

ServiSeek may rank or organise:
Service Providers;
business profiles;
service requests;
responses;
search results; and
other marketplace content.
The main factors may include:
relevance to the requested service or category;
geographic relevance and working radius;
availability;
information supplied by the Service Provider;
profile completeness;
responsiveness;
reviews and ratings;
recent Platform activity;
account status;
safety or integrity signals; and
relevance to the Customer's request.
Service/category and location relevance will generally be important factors because ServiSeek is intended to connect Customers with providers able to perform the requested work.
ServiSeek may alter ranking methods to improve relevance, quality, safety and marketplace operation.
ServiSeek does not currently promise a particular ranking position to a Service Provider.
Where ServiSeek introduces sponsored or promoted ranking, it will identify it appropriately and explain the effect of payment on ranking where required.
UK-applicable online-intermediation rules require platforms within scope to describe the main parameters determining ranking and their relative importance. Legislation.gov.uk

35. User content and licence to ServiSeek

Users may provide content including:
text;
photographs;
logos;
business information;
service descriptions;
messages;
quotations;
reviews; and
other material.
You retain ownership of content you own.
You grant ServiSeek a non-exclusive, worldwide, royalty-free licence to host, copy, process, display, resize, format and distribute that content to the extent reasonably necessary to:
operate ServiSeek;
display requests and profiles;
operate the business directory;
facilitate Bookings;
communicate with users;
market a Service Provider's presence on ServiSeek;
investigate disputes;
moderate content;
prevent fraud;
enforce these Terms; and
comply with law.
This licence does not transfer ownership of your underlying intellectual property to ServiSeek.
You must have the necessary rights to upload content you provide.

36. Messages, communications and support access

ServiSeek may provide messaging between users.
Users should use ServiSeek messaging where practicable for important discussions relating to a Protected Booking because those messages may help establish what was agreed if a dispute arises.
ServiSeek does not routinely guarantee that private user communications will never be accessed by authorised systems or personnel.
Messages may be processed or reviewed where reasonably necessary for:
support;
safety;
fraud prevention;
reported abuse;
dispute resolution;
legal compliance; or
technical operation.
Further details are provided in the Privacy Policy.

37. Safety, moderation and reporting

ServiSeek may provide tools for users to report:
harassment;
threatening behaviour;
fraud;
scams;
unsafe conduct;
unlawful content;
inappropriate services;
fake profiles;
misleading information; or
other breaches of these Terms.
ServiSeek may investigate reports and take proportionate action.
Possible actions include:
removing content;
limiting functionality;
pausing payments;
restricting visibility;
suspending accounts;
terminating accounts; or
contacting appropriate authorities where required or justified by law.
ServiSeek may preserve relevant information where reasonably necessary for a legal, safety, payment or dispute purpose.

38. Prohibited conduct

Users must not:
impersonate another person or organisation;
create deliberately false accounts;
submit fraudulent service requests;
submit fraudulent quotations;
make dishonest refund or Buyer Protection claims;
conduct payment fraud;
manipulate reviews;
harass, threaten or abuse another user;
unlawfully discriminate;
offer illegal services;
advertise services they are not legally permitted to provide;
upload malicious software;
interfere with Platform security;
attempt unauthorised access;
scrape or systematically extract Platform data without permission;
misuse another person's personal information;
infringe intellectual property rights;
send spam;
exploit ServiSeek to facilitate criminal activity; or
assist another person in doing any of these things.

39. Promotions, referral credits and incentives

ServiSeek may offer promotions, referral incentives, credits or other benefits.
Additional terms displayed with a promotion may apply.
Unless otherwise stated:
promotional benefits have no cash value;
they cannot be sold or transferred;
they may be subject to expiry dates or limits;
they may be withdrawn where obtained fraudulently or abusively; and
they may not be combined with other offers.
Where a refund relates to a Booking paid partly with promotional credit, ServiSeek may restore credit or refund monetary payment in accordance with the relevant promotional terms, applicable law and the payment system.

40. Taxes and digital-platform reporting

Service Providers are responsible for determining their own:
income tax;
corporation tax;
VAT;
National Insurance;
employment taxes; and
other tax obligations.
ServiSeek does not provide tax advice.
UK rules may require a digital platform operator to collect, verify and report information about sellers providing services through its platform to HMRC. GOV.UK
ServiSeek may therefore request information including:
legal name;
trading name;
residential address;
business address;
date of birth;
National Insurance number;
tax identification numbers;
company registration number;
partnership details;
VAT information;
bank/payment information; and
information about transactions and amounts paid.
Service Providers must provide information reasonably required for lawful reporting and must keep it accurate.
Where legally required, ServiSeek may:
verify information;
report information to HMRC or another competent authority;
provide a Service Provider with a copy of information reported; and
restrict Platform or payment access if mandatory information has not been supplied.
HMRC currently requires reporting platform operators to provide relevant seller reports and give reportable sellers a copy of reported information. GOV.UK

41. Consumer rights

Nothing in these Terms removes a Consumer's statutory rights.
Where applicable, Consumer rights may include rights concerning:
reasonable care and skill;
information provided before a contract;
price;
cancellation;
repeat performance;
price reduction;
refunds; and
remedies for breach.
Service Providers dealing with Consumers are responsible for complying with consumer law applicable to the underlying service.
If a term in these Terms conflicts with a mandatory Consumer right, the mandatory Consumer right prevails.

42. Account restriction, suspension and termination

ServiSeek may restrict, suspend or terminate an account where reasonably justified, including because of:
breach of these Terms;
fraud or suspected fraud;
payment abuse;
serious or repeated Customer complaints;
serious or repeated non-performance;
unlawful activity;
safety risk;
harassment;
review manipulation;
cybersecurity risk;
failure to provide legally required information;
Stripe restrictions;
sanctions or regulatory requirements; or
material risk to ServiSeek or its users.
Where proportionate, ServiSeek may restrict only the affected functionality rather than terminate an entire account.
Where applicable law requires reasons or notice to a Business User, ServiSeek will provide them.
For Business Users within the scope of applicable online-intermediation rules, restrictions and suspensions may require a statement of reasons, while termination of the whole service may normally require at least 30 days' notice subject to statutory exceptions including legal obligations, serious grounds and repeated breaches. Legislation.gov.uk
Suspension or termination does not remove:
existing payment obligations;
refund obligations;
outstanding disputes;
negative balances;
tax obligations;
confidentiality obligations; or
liabilities arising before termination.

43. Service Provider complaints and challenges

A Service Provider who believes ServiSeek has:
restricted its account incorrectly;
suspended it incorrectly;
terminated access incorrectly;
handled a payment incorrectly;
applied a ranking or listing restriction incorrectly; or
otherwise breached these Terms
may contact:
support@serviseek.com
ServiSeek will consider relevant information supplied by the Service Provider.
Where appropriate, the Service Provider will be given an opportunity to clarify the circumstances.
If ServiSeek concludes a restriction was imposed incorrectly, it may restore access or take another appropriate corrective action.
Nothing in this process prevents either party from exercising legal rights.

44. Service Provider data access

While an account remains active, a Service Provider may have access to information relating to:
its profile;
enquiries;
messages;
quotations;
Bookings;
reviews;
payments; and
associated account activity.
Access may be restricted where reasonably necessary because of:
privacy;
security;
fraud prevention;
investigation;
account enforcement;
legal restrictions; or
another legitimate reason.
Following closure or termination, access may cease.
ServiSeek may retain information after closure where required or permitted for:
legal compliance;
payment records;
tax reporting;
accounting;
disputes;
fraud prevention;
safeguarding; or
enforcement.

45. Intellectual property

ServiSeek and its licensors own the intellectual property rights in the Platform, including applicable rights in:
software;
source code;
databases;
design;
branding;
logos;
graphics;
Platform content; and
underlying technology.
Except where legally permitted, users must not:
copy;
reverse engineer;
reproduce;
distribute;
modify;
sell;
commercially exploit; or
create derivative products from
ServiSeek proprietary material without permission.
These Terms do not transfer ownership of a Service Provider's pre-existing intellectual property to ServiSeek.

46. Privacy and data protection

ServiSeek processes personal information in accordance with its Privacy Policy and applicable data-protection law.
The Privacy Policy explains matters including:
information collected;
purposes of processing;
legal bases;
disclosures;
retention;
payment data;
user rights; and
contact information.
Stripe and other third-party services may process personal information independently in accordance with their own privacy arrangements.

47. Third-party services

ServiSeek relies on third parties which may include:
Stripe;
cloud-hosting providers;
authentication providers;
mapping/location services;
messaging or notification services;
analytics providers; and
other technology suppliers.
A third party may have its own terms.
ServiSeek is not responsible for an independent third-party service merely because it is integrated with the Platform.
This does not exclude responsibility that ServiSeek cannot lawfully exclude for its own actions.

48. Platform availability and changes

ServiSeek aims to provide a reliable Platform but does not guarantee uninterrupted availability.
The Platform may occasionally be unavailable because of:
maintenance;
deployment;
upgrades;
faults;
cybersecurity incidents;
connectivity failures; or
third-party outages.
ServiSeek may add, change or discontinue Platform functionality.
Where changes materially affect rights of Business Users, applicable notice requirements will be followed.

49. ServiSeek's liability to Consumers

Nothing in these Terms limits or excludes liability where it would be unlawful to do so.
In particular, nothing excludes or restricts liability for:
death or personal injury caused by ServiSeek's negligence;
fraud or fraudulent misrepresentation;
mandatory Consumer rights; or
another liability which law does not permit ServiSeek to exclude.
ServiSeek will use reasonable care and skill in providing its own Platform services.
ServiSeek is not responsible merely by operating the Platform for the quality, safety or performance of an underlying service independently supplied by a Service Provider.
ServiSeek is not responsible for losses caused solely by the acts or omissions of another user where ServiSeek itself has not breached a legal duty.
Where a Consumer uses ServiSeek, ServiSeek is not responsible for losses relating to the Consumer's trade or business activities.

50. ServiSeek's liability to Business Users

If you are a Business User, then to the fullest extent permitted by law:
ServiSeek is not liable for indirect or consequential loss;
ServiSeek is not liable for loss of profit, revenue, anticipated savings, business opportunity or goodwill arising indirectly;
ServiSeek does not guarantee any volume of leads, enquiries, quotations, Bookings or income; and
ServiSeek is not liable for a Customer's failure to proceed with or perform a contract.
Subject to liabilities which cannot lawfully be limited, ServiSeek's aggregate liability to a Business User arising from use of the Platform will not normally exceed the greater of:
£500; or
the total fees paid directly to ServiSeek by that Business User during the 12 months preceding the event giving rise to the claim.
This limitation does not reduce an amount that ServiSeek is expressly required to transfer or refund under these Terms.

51. Service Provider responsibility and reimbursement

A Service Provider is responsible for the services it supplies and for its employees, subcontractors and representatives.
To the extent permitted by law, the Service Provider will reimburse ServiSeek for reasonable loss or third-party liability resulting directly from:
unlawful conduct by the Service Provider;
fraud;
Service Provider breach of these Terms;
infringement of third-party intellectual property rights;
unpaid taxes for which the Service Provider is responsible;
personal injury or property damage caused by the Service Provider;
employment or subcontractor claims arising from the Service Provider's business; or
amounts properly recoverable from the Service Provider under the payment provisions of these Terms.
This does not require the Service Provider to reimburse ServiSeek for losses caused by ServiSeek's own negligence or breach.

52. Changes to these Terms

ServiSeek may update these Terms where reasonably necessary because of matters including:
changes to Platform functionality;
payment changes;
new services;
fraud or security requirements;
changes to law;
regulatory requirements;
changes to third-party services; or
changes to ServiSeek's business model.
Material changes will be communicated appropriately.
Changes will not retrospectively alter the financial terms of a Booking already paid for unless required by law or agreed by the affected parties.
Where rules applicable to online intermediation services require notice to Business Users, ServiSeek will normally provide at least 15 days' notice of material changes to these Terms and longer where significant technical or commercial adaptation is reasonably required. Applicable exceptions may apply for urgent legal, regulatory or security changes. Legislation.gov.uk
Consumers will be informed of material changes where required.

53. Closing an account

A user may request closure of their account.
Closing an account does not automatically:
cancel an existing Booking;
stop a payment or refund;
remove an outstanding support case;
remove a provider negative balance;
eliminate tax-reporting obligations;
remove existing legal liabilities; or
require ServiSeek to delete information which it is legally entitled or required to retain.
Where deletion is requested, personal information will be handled in accordance with the Privacy Policy and applicable data-protection law.

54. Electronic notices

ServiSeek may communicate with users using:
email;
in-app notices;
push notifications;
account messages; or
another contact method provided by the user.
Users should keep their contact details current.
Where law requires information to be provided on a durable medium, ServiSeek will use an appropriate form such as email or another method that allows the recipient to retain the information.

55. Assignment

A user may not transfer their account or rights under these Terms to another person without ServiSeek's consent where consent is reasonably required.
ServiSeek may transfer its rights or obligations as part of:
a corporate reorganisation;
business sale;
merger;
acquisition; or
transfer of the Platform,
provided that doing so does not unlawfully reduce a Consumer's rights.

56. No waiver

If ServiSeek does not immediately enforce a right under these Terms, that does not mean the right has been waived.
A delay in enforcement does not prevent later enforcement.

57. Severability

If a court or competent authority determines that part of these Terms is invalid or unenforceable, the remaining provisions will continue to apply so far as legally possible.

58. Entire agreement for Business Users

For Business Users, these Terms and any additional terms expressly incorporated into them form the agreement governing use of the ServiSeek Platform.
Nothing in this section excludes liability for fraud or fraudulent misrepresentation.
For Consumers, this section does not exclude rights arising from statements or information which applicable consumer law makes binding.

59. Governing law and courts

These Terms are governed by the laws of England and Wales.
If you are a Consumer, this choice of law does not remove mandatory protections available to you under the law applicable to you.
A Consumer may bring proceedings in a court having jurisdiction under applicable consumer law.
For Business Users, subject to mandatory rights that apply, the courts of England and Wales will have exclusive jurisdiction.

60. Contact and complaints

Questions, notices or complaints relating to these Terms or the ServiSeek Platform may be sent to:
ServiSeek Ltd
2 Bluebell Crescent
Wimborne
Dorset BH21 4FA
United Kingdom
Company Registration Number: 16574022
Email:
support@serviseek.com
For problems relating to a Protected Booking, Customers should use the support or dispute functionality within ServiSeek where available so that any necessary payment hold can be recorded promptly.

Schedule 1 — Buyer Protection and Refund Policy

1. Purpose of Buyer Protection

ServiSeek Buyer Protection is designed to give Customers additional protection when they pay for a service through ServiSeek's integrated payment system.
Buyer Protection provides a protected payment process under which the Service Provider's payment is not normally transferred immediately following the Customer's payment.
Instead, release of the Service Provider's payment is delayed in accordance with the rules set out in this Schedule.
Buyer Protection also provides access to ServiSeek's support and dispute-management process where a problem arises with a Protected Booking.
Buyer Protection is a ServiSeek platform service.
It is not insurance, a bank account, a savings product or a guarantee that every dispute will result in a refund.
ServiSeek does not describe Buyer Protection as an escrow service.

2. When Buyer Protection applies

Buyer Protection applies only where:
the Booking is eligible for integrated payment;
the Customer pays through ServiSeek's integrated payment system;
the payment is successfully processed; and
the Booking is identified by the Platform as a Protected Booking.
A Customer does not receive Buyer Protection merely because they found, messaged or booked a Service Provider through ServiSeek.
Payments made outside the ServiSeek integrated payment system are not protected.
This includes payments made by:
cash;
direct bank transfer;
card payment taken directly by the Service Provider;
external payment services; or
any other payment method not processed as part of a Protected Booking.
A Service Provider must not represent an off-Platform payment as being protected by ServiSeek.

3. Buyer Protection Fee

For a Protected Booking, the Customer pays a Buyer Protection Fee in addition to the Job Price.
The current Buyer Protection Fee is:
£2 + 1.5% of the Job Price.
For example:
Job Price: £100.00
Buyer Protection Fee: £3.50
Customer Total: £103.50
The applicable Buyer Protection Fee and Customer Total will be displayed before the Customer confirms payment.
The Buyer Protection Fee belongs to ServiSeek and is separate from the Job Price payable to the Service Provider.
The Buyer Protection Fee contributes towards the provision and administration of services including:
payment-processing infrastructure;
administration of protected payments;
delayed payment release;
payment monitoring;
fraud and payment-risk management;
Customer and Service Provider support;
dispute investigation;
refund administration; and
operation and maintenance of the Buyer Protection service.
ServiSeek may change the Buyer Protection Fee for future transactions.
Any change will apply prospectively and will not retrospectively change the fee applicable to a Booking already paid for.

4. What happens to the Customer's payment

When a Customer pays for a Protected Booking, the Customer Total is processed using Stripe.
Successful payment does not result in the Service Provider immediately receiving the Job Price.
The Service Provider's payment is subject to the release process described in this Schedule.
ServiSeek may delay, prevent or pause payment release where reasonably necessary because of:
an active support case;
an open dispute;
a payment hold;
a refund in progress;
a chargeback;
suspected fraud;
payment failure;
pending additional work or additional-hours approval;
restrictions affecting the Service Provider's Stripe account;
security concerns;
a legal or regulatory requirement; or
another legitimate payment or compliance issue.

5. Customer confirmation and early release

Once the scheduled service time has passed, a Customer may be able to confirm through ServiSeek that the service has been completed.
Customer confirmation may result in the Service Provider's payment being released before the normal automatic release date.
A positive review, particular star rating or completed review is not required before payment can be released.
Customers should therefore only confirm completion when they are satisfied that payment may be released.
Once payment has been transferred to the Service Provider's connected Stripe account, ServiSeek may have less ability to prevent or recover the money.
Confirming completion does not remove any statutory legal rights that the Customer may have against the Service Provider.

6. Automatic release

Unless payment has already been released or an active issue prevents release, ServiSeek will normally make the Service Provider's payment eligible for automatic release 10 calendar days after the Scheduled Service Date.
The release process may operate automatically and may run periodically rather than at the exact second the 10-day period expires.
Where the Booking is validly rescheduled through ServiSeek, the automatic release date may be recalculated using the revised Scheduled Service Date.
A Service Provider does not need a positive Customer review for automatic release.
If the Customer has a genuine problem with the Booking, the Customer should report it before payment is released.

7. Reporting a problem

A Customer wishing to use Buyer Protection should report a problem to ServiSeek as soon as reasonably possible.
A problem should normally be reported before the Service Provider's payment has been released and no later than the end of the applicable Buyer Protection period.
Examples of issues which may justify review include:
the Service Provider failing to attend;
the Service Provider cancelling;
the agreed service not being provided;
a material part of the work not being completed;
work being materially different from what was agreed;
payment being sought for work which was not agreed;
fraudulent behaviour; or
another serious issue relating to the protected transaction.
Buyer Protection does not automatically entitle a Customer to a refund simply because:
the Customer changes their mind;
the Customer no longer wants the service;
the Customer is disappointed by a matter which does not amount to a failure to provide the agreed service; or
the Customer and Service Provider have a minor disagreement.
Applicable statutory rights are not affected.

8. Payment holds

Where an eligible problem is reported, ServiSeek may place or maintain a payment hold.
While an appropriate payment hold or open dispute remains active, ServiSeek may prevent automatic or Customer-initiated release of the Provider Transfer.
A payment hold does not mean that ServiSeek has decided the dispute in favour of either party.
It allows time for the circumstances to be investigated.

9. Evidence

ServiSeek may request information from either party before deciding how a protected payment should be handled.
Relevant evidence may include:
messages exchanged through ServiSeek;
quotations;
photographs or video;
invoices;
receipts;
proof of attendance;
information about work carried out;
details of agreed changes;
information about dates and times;
correspondence between the parties;
professional reports where relevant; and
any other information reasonably relevant to the dispute.
Customers and Service Providers agree to cooperate reasonably with a Buyer Protection investigation.
If a party does not provide requested information, ServiSeek may have to reach a decision based on the information available.

10. Buyer Protection outcomes

After reviewing the available evidence, ServiSeek may, where appropriate:
release the Job Price to the Service Provider;
refund all of the Job Price to the Customer;
refund part of the Job Price;
release part of the Job Price to the Service Provider and refund another part to the Customer;
maintain a payment hold while further evidence is obtained;
facilitate an agreed resolution between the parties;
reverse or recover a previous Provider Transfer where available and appropriate; or
take another reasonable action permitted by Stripe and applicable law.
A ServiSeek Buyer Protection decision concerns the handling of the Platform payment.
It is not a court judgment or arbitration award and does not determine every legal right that the Customer or Service Provider may have against the other.

11. Refunds of the Job Price

Where ServiSeek determines or the parties agree that all or part of the Job Price should be refunded, ServiSeek may initiate a refund to the Customer's original payment method.
A refund may take several working days to appear depending on Stripe, the Customer's card issuer, bank or payment provider.
ServiSeek cannot control the processing time of a Customer's bank or payment provider after the refund has been submitted.

12. Buyer Protection Fee following a refund

Where ServiSeek refunds all or part of the Job Price, the Buyer Protection Fee will normally not be refunded.
This is because the Buyer Protection Fee pays for a separate ServiSeek service and costs may already have been incurred before a refund is requested or granted.
These costs may include:
Stripe and payment-processing costs;
payment administration;
operation of the protected-payment mechanism;
payment monitoring;
support;
dispute handling;
refund administration; and
payment-risk management.
The retention of the Buyer Protection Fee is not intended to operate as a penalty.
For example, if a Customer pays:
Job Price: £100.00
Buyer Protection Fee: £3.50
Customer Total: £103.50
and ServiSeek later approves a full refund of the Job Price, the normal refund would be:
£100.00
and the £3.50 Buyer Protection Fee would normally remain payable to ServiSeek.
Where ServiSeek approves a £25 partial Job Price refund, the normal Customer refund would be:
£25.00
and the original Buyer Protection Fee would normally remain unchanged.

13. Exceptions to retention of the Buyer Protection Fee

ServiSeek may refund some or all of the Buyer Protection Fee:
where required by law;
where ServiSeek itself failed to provide the Buyer Protection service as agreed;
where a duplicate or erroneous payment occurred;
where ServiSeek considers a refund appropriate in the particular circumstances; or
for another lawful reason.
Nothing in these Terms requires a Consumer to pay a charge which applicable law prohibits ServiSeek from retaining.
Nothing in this Schedule limits statutory Consumer rights which cannot lawfully be excluded.

14. Refunds after payment has already been released

A problem may occasionally arise after a Provider Transfer has already been made.
Where a refund is subsequently required and the Service Provider is not entitled to retain the relevant amount, the Service Provider authorises ServiSeek, where permitted by law and the payment system, to:
reverse some or all of a Provider Transfer;
recover the amount from the Service Provider's Stripe balance;
deduct the amount from a future Provider Transfer;
apply an existing provider balance;
record a negative provider balance;
require direct repayment; or
take reasonable recovery action.
A Service Provider's responsibility to repay an amount does not automatically disappear because money has already been paid out from Stripe to the Service Provider's bank account.

15. Chargebacks

A Customer may have rights to raise a dispute or chargeback through their bank, card issuer or payment provider.
Those rights are separate from ServiSeek Buyer Protection and are not removed by these Terms.
Where a chargeback is raised, ServiSeek may:
place a payment hold;
stop a Provider Transfer;
provide evidence to Stripe, the card issuer or payment provider;
reverse or seek to recover an existing Provider Transfer;
record a negative provider balance; or
take other reasonable steps required to manage the payment dispute.
Service Providers agree to provide reasonable evidence needed to respond to a chargeback relating to their Booking.

Schedule 2 — Service Provider Payments and Fees

1. No current ServiSeek commission

ServiSeek does not currently charge Service Providers a percentage marketplace commission on the agreed Job Price.
The Job Price is set by the Service Provider and agreed with the Customer.
This does not mean that the Service Provider will necessarily receive the entire Job Price into their bank account.
Stripe processing costs and other legitimate payment adjustments may apply.

2. Stripe connected account

A Service Provider wishing to receive integrated payments may be required to create or maintain a Stripe connected account.
The Service Provider may be required to provide Stripe with information including identity, business and bank information.
ServiSeek cannot guarantee that Stripe will approve or continue to support a particular connected account.
Where Stripe restricts payouts or requires additional information, ServiSeek may be unable to transfer funds until the issue is resolved.

3. Stripe processing cost

The Service Provider is responsible for the actual Stripe payment-processing fee attributable to the Customer transaction.
ServiSeek may deduct this actual Stripe processing fee from the Job Price when calculating the Provider Transfer.
Stripe may calculate its fee using the whole amount charged to the Customer, including the Buyer Protection Fee.
The processing fee may vary depending on matters such as:
payment method;
card type;
card country;
currency;
Stripe pricing; and
payment-network requirements.
ServiSeek does not normally use an estimated card-processing percentage when the actual Stripe processing fee for the transaction is available.

4. Normal Provider Transfer calculation

Subject to any additional adjustment properly due under these Terms, the normal Provider Transfer is broadly:
Job Price
minus actual applicable Stripe processing fee
= Provider Transfer
For example, if:
Job Price: £1,500.00
and the actual Stripe processing fee attributable to the Customer transaction is:
£23.07
the normal Provider Transfer would be:
£1,476.93
subject to any other legitimate adjustment described in these Terms.
The Buyer Protection Fee belongs to ServiSeek and is not added to the Service Provider's Provider Transfer.

5. Other Stripe fees

Stripe may separately impose fees relating to connected accounts or bank payouts.
A bank payout fee is different from the payment-processing cost associated with a particular Booking.
Where a Stripe fee is attributable to a Service Provider's connected account or bank payout, it may be charged or accounted for separately.
ServiSeek does not guarantee that every Stripe account-level fee can be attributed to an individual Booking.

6. Transfer release and bank payout are different events

When ServiSeek states that payment has been released, this normally means that ServiSeek has initiated or completed the relevant Provider Transfer within Stripe.
This does not necessarily mean that the money has arrived in the Service Provider's bank account.
There are separate stages:
the Customer pays ServiSeek through Stripe;
the payment becomes available within the Stripe payment system;
ServiSeek releases a Provider Transfer to the Service Provider's connected Stripe account; and
Stripe subsequently pays funds from the connected account to the Service Provider's bank.
Stripe's payout schedules, verification rules, reserves or banking delays may affect the final bank payment date.
ServiSeek does not guarantee the exact date on which funds will reach the Service Provider's bank account.

7. Negative provider balances

A Service Provider may owe money because of circumstances including:
refunds;
chargebacks;
transfer reversals;
previous payment corrections;
unrecovered Stripe fees;
duplicate payments;
overpayments;
fraud; or
another payment liability.
Where permitted by law, ServiSeek may recover an amount properly owed by:
reversing a transfer;
deducting it from a future Provider Transfer;
applying money otherwise payable to the Service Provider;
recording a negative provider balance; or
requiring direct repayment.
The Provider Transfer for a later Booking may therefore be lower than the normal Job Price less Stripe processing fee where an existing provider liability is being recovered.
ServiSeek will not impose arbitrary payment penalties unrelated to an actual amount properly owed.

8. Refund liability

Where the Service Provider is responsible for a refund because of:
cancellation;
non-attendance;
failure to provide the agreed service;
material breach of the Booking;
fraud;
chargeback; or
another matter for which the Service Provider is responsible,
the Service Provider may be responsible for relevant refund amounts and legitimately incurred payment costs.
Where money has already been transferred to the Service Provider, ServiSeek may recover the amount in accordance with these Terms.

9. Provider payment records

ServiSeek may provide Service Providers with information relating to:
Job Price;
Customer payments;
Buyer Protection status;
Stripe processing fees;
Provider Transfers;
refunds;
chargebacks;
negative balances; and
related payment adjustments.
Service Providers are responsible for keeping their own accounting and tax records.

Schedule 3 — Cancellation, Rescheduling and Additional Work Policy

1. Requests before a Booking

A Customer may withdraw or close a service request before accepting an offer or otherwise making a binding Booking, subject to any separate agreement already made with a Service Provider.
Closing a request does not create a right to recover money already lawfully payable under a separate contract.

2. Cancellation of a paid Protected Booking

A paid Protected Booking does not carry a general automatic right to a ServiSeek self-service refund merely because a Customer changes their mind.
Where the Platform does not provide an express self-service cancellation option, a Customer wishing to cancel a paid Protected Booking should:
contact the Service Provider; and
where payment or refund is involved, contact ServiSeek through the support or issue-reporting process.
A refund decision may depend on:
applicable statutory Consumer rights;
what was agreed with the Service Provider;
the reason for cancellation;
whether work has started;
work already performed;
costs reasonably incurred;
the time remaining before the Scheduled Service Date; and
which party is responsible for the cancellation.
Mandatory statutory cancellation rights take priority over inconsistent contractual provisions.

3. Provider cancellation

A Service Provider who cannot perform an agreed Booking must notify the Customer promptly.
Where appropriate, the Service Provider should also notify ServiSeek.
Where a Service Provider cancels or fails to provide the service, ServiSeek may:
place or maintain a payment hold;
prevent Provider Transfer;
refund all or part of the Job Price;
record the cancellation;
recover relevant amounts from the Service Provider; or
take appropriate action regarding the Service Provider's account.
The Buyer Protection Fee will normally be dealt with in accordance with Schedule 1 and is not automatically refunded merely because the Job Price is refunded.

4. Customer cancellation

Where a Customer requests cancellation after payment, ServiSeek may review the circumstances before deciding how the protected payment should be handled.
A Customer is not automatically entitled to a full refund solely because the Customer chooses not to proceed.
Any amount retained by a Service Provider must be lawful, proportionate and consistent with applicable Consumer law and any cancellation arrangements validly disclosed and agreed.

5. Rescheduling

A Customer and Service Provider may agree to reschedule a Booking.
Where ServiSeek provides rescheduling functionality, the revised date should be recorded through the Platform.
An accepted reschedule may change:
the Scheduled Service Date;
when completion can be confirmed;
the end of the Buyer Protection period; and
the automatic Provider Transfer release date.
Users should not deliberately leave an outdated service date in the Platform where they have agreed a materially different date.

6. Hourly work

Where a Service Provider responds with an hourly rate, the parties should agree:
the hourly rate;
the expected or estimated number of hours where applicable;
what work is included; and
any relevant maximum or approved amount.
ServiSeek may take payment based on an agreed estimate.
If fewer chargeable hours are ultimately required, ServiSeek may refund the appropriate part of the Job Price.
A reduction in the final Job Price does not normally cause the original Buyer Protection Fee to be proportionately recalculated or refunded, except where required by law or expressly approved by ServiSeek.

7. Additional hours and additional work

A Service Provider should not assume that a Customer will pay for material additional work that has not been agreed.
Where ServiSeek provides functionality for additional hours or an additional payment, the Service Provider should use that functionality before carrying out additional chargeable work where reasonably practicable.
The Customer must be shown the proposed additional charge before confirming additional payment.
Where an additional Customer payment is processed through ServiSeek, an additional Buyer Protection Fee may apply if clearly shown before payment.
Pending additional-hours approval may delay release of the original Provider Transfer where reasonably necessary.

8. Work agreed outside ServiSeek

Additional work paid for outside ServiSeek is normally outside Buyer Protection.
ServiSeek is not responsible for recovering private payments made directly between users.

Schedule 4 — Acceptable Use and Community Standards

1. General standard

ServiSeek is intended to provide a safe, professional and trustworthy marketplace.
Users must behave lawfully, honestly and reasonably when using the Platform.
Users must treat other users and ServiSeek staff with appropriate respect.

2. False or misleading information

Users must not:
impersonate another person or organisation;
create a false identity;
knowingly provide false business information;
claim qualifications they do not possess;
falsely claim to hold insurance, licences or approvals;
misrepresent prices;
submit fake service requests;
submit fake quotations; or
deliberately conceal material information in order to mislead another user.

3. Fraud and payment abuse

Users must not:
use stolen or unauthorised payment methods;
submit fraudulent Buyer Protection claims;
deliberately create false disputes;
misuse chargebacks;
attempt to obtain both a refund and payment benefit to which they are not entitled;
manipulate Platform payment records;
evade a genuine repayment obligation; or
falsely describe an off-Platform payment as protected by ServiSeek.

4. Illegal or inappropriate services

Users must not use ServiSeek to offer, request or facilitate services that are unlawful.
Users must comply with licences, registrations, permissions and regulatory requirements applicable to their activities.
ServiSeek may remove or restrict listings where it reasonably believes the service is illegal, unsafe or inappropriate for the Platform.

5. Safety

Users must not:
threaten another user;
harass another user;
engage in violent or intimidating behaviour;
deliberately place another person at unnecessary risk;
encourage illegal conduct; or
use ServiSeek to facilitate abuse, exploitation or criminal activity.
Serious safety concerns may result in immediate suspension or termination.
ServiSeek may contact law-enforcement or other appropriate authorities where required by law or where reasonably necessary to address a serious safety risk.

6. Discrimination

Users must comply with applicable equality and anti-discrimination law.
Users must not unlawfully discriminate against Customers or Service Providers.

7. Messaging

ServiSeek messaging must not be used for:
threats;
harassment;
scams;
unsolicited mass messaging;
malicious content;
unlawful material; or
other abusive communications.
Users should use Platform messaging for relevant Booking communications where practicable, particularly where the information may later be important to a payment dispute.

8. Reviews

Reviews must relate to genuine experiences.
Users must not:
create fake reviews;
ask another person to submit a fake review;
use multiple accounts to manipulate ratings;
buy or sell reviews;
threaten another user to influence a review;
offer undisclosed incentives for misleading reviews;
submit knowingly false allegations; or
manipulate ServiSeek's review system.
ServiSeek may investigate reviews and remove content where it has a legitimate reason to believe the content breaches these Terms or applicable law.
A genuine negative review will not be removed simply because the person reviewed disagrees with it.

9. Content

Users must not upload content that:
they do not have the right to use;
infringes intellectual property rights;
is malicious;
contains malware;
is unlawfully defamatory;
is threatening or abusive;
contains unlawful personal information; or
otherwise breaches these Terms.

10. Platform security

Users must not:
attempt unauthorised access to ServiSeek systems;
interfere with Platform operation;
deliberately circumvent security controls;
distribute malware;
probe for vulnerabilities without authorisation;
scrape or systematically harvest Platform information without permission; or
use automated systems in a manner that materially disrupts the Platform.

11. Enforcement

Where ServiSeek reasonably believes these standards have been breached, ServiSeek may take proportionate action including:
warning the user;
removing content;
restricting functionality;
restricting visibility;
placing a payment hold;
suspending the account; or
terminating access.
Where appropriate and required by law, ServiSeek will provide reasons for significant restrictions or termination.

Schedule 5 — Complaints and Dispute Process

1. Types of issue

ServiSeek distinguishes between:
Booking disputes, which concern a Customer and Service Provider and may affect a protected payment; and
Platform complaints, which concern ServiSeek itself, its services, account decisions or administration.

2. Customer Booking disputes

Where a Customer has a problem with a Protected Booking, the Customer should raise the issue through the ServiSeek support or dispute facility as soon as reasonably possible.
Where appropriate, the Customer should first communicate with the Service Provider in an attempt to resolve an ordinary service issue.
The Customer should not delay reporting a serious issue if waiting may result in the protected payment being released.

3. Payment hold

Where a Booking dispute could affect whether a Service Provider is entitled to payment, ServiSeek may place or maintain a payment hold while the issue is investigated.
A payment hold is an interim measure and does not itself determine the final outcome.

4. Information required

A Customer raising a dispute should provide enough information to enable ServiSeek to understand:
what was agreed;
what went wrong;
the amount in dispute;
the outcome requested; and
any relevant evidence.
ServiSeek may contact the Service Provider for a response.
The Service Provider should provide relevant information within a reasonable period.

5. Investigation

ServiSeek may review:
Booking information;
quotations;
messages;
photographs;
payment records;
service dates;
evidence supplied by either party;
previous Platform activity where legitimately relevant; and
other relevant information.
ServiSeek will seek to make Buyer Protection decisions reasonably and using the information available.
ServiSeek does not guarantee that every factual disagreement can be conclusively determined.

6. Possible Booking-dispute outcomes

Possible outcomes include:
full payment to the Service Provider;
full Job Price refund to the Customer;
partial Job Price refund;
partial payment to each party;
an agreed remedial solution;
continued payment hold;
closure of the dispute without refund; or
another lawful and reasonable payment outcome.
The Buyer Protection Fee will be dealt with in accordance with Schedule 1.

7. Disputes raised after payment release

ServiSeek may still consider information received after payment release.
However, recovery may be more difficult once money has been transferred or subsequently paid to the Service Provider's bank.
Customers should therefore raise concerns promptly.
Where the Service Provider is required to repay money, ServiSeek may use the recovery mechanisms described in these Terms.

8. Platform complaints

A user may complain to ServiSeek about matters including:
account access;
suspension or restriction;
support handling;
payment administration;
Provider Transfers;
reviews or moderation;
business-directory listings;
privacy or data issues;
Platform functionality; or
another ServiSeek service.
Complaints may be raised through the support facilities available within ServiSeek or by email to:
support@serviseek.com
Users should provide enough information for ServiSeek to identify the issue and investigate it.

9. Review of ServiSeek decisions

Where appropriate, a Customer or Service Provider who disagrees with a ServiSeek decision may provide additional relevant information and ask ServiSeek to review the decision.
A review does not guarantee that the original decision will change.
ServiSeek may decline repeated requests which do not provide any materially new information.

10. Service Provider complaints

A Service Provider may contact ServiSeek where they believe ServiSeek has incorrectly:
restricted their account;
suspended or terminated access;
withheld a payment;
applied a negative balance;
removed content;
restricted a listing;
handled a dispute; or
otherwise applied these Terms.
Where appropriate and required by law, ServiSeek will provide the Service Provider with reasons for significant restrictions and an opportunity to provide relevant information.

11. Legal rights remain available

ServiSeek's complaint and Buyer Protection processes do not replace the courts or other legal remedies.
A Buyer Protection decision determines how ServiSeek handles the relevant Platform payment.
It does not prevent a Customer or Service Provider from pursuing legal rights available to them.
Nothing in these Schedules limits statutory rights which cannot lawfully be excluded.

Relationship with the Privacy Policy

ServiSeek's Privacy Policy is a separate document.
The Privacy Policy explains how ServiSeek collects, uses, shares, stores and protects personal information and describes the data-protection rights available to users.
The Privacy Policy should be read together with these Terms but remains separately available through the Privacy Policy link provided on the ServiSeek Platform.

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