Terms of Service

Last updated: January 15, 2025

1. Definitions

• "ServiceHub," "we," "us," "our" refers to ServiceHub Ltd, the operator of this platform
• "Customer" refers to any individual or business booking services through our platform
• "Provider" refers to verified professionals offering services through our platform
• "Platform" refers to our website, mobile apps, and related services
• "Services" refers to the marketplace platform connecting customers with providers
• "Booking" refers to a service request made through our platform

2. Eligibility

To use ServiceHub, you must:

• Be at least 18 years old
• Have legal capacity to enter into binding contracts
• Not be prohibited from using our services under UK law
• Provide accurate and complete registration information
• Maintain the security of your account credentials

3. User Accounts

3.1 Registration

You may be required to create an account to use certain features. You agree to provide accurate, current, and complete information during registration and to update it as necessary.

3.2 Account Security

You are responsible for maintaining the confidentiality of your account credentials and for all activities under your account. Notify us immediately of any unauthorized use.

3.3 Account Termination

We reserve the right to suspend or terminate your account if you violate these terms or engage in fraudulent activity.

4. For Customers

4.1 Booking Services

• You submit service requests through our platform
• We match you with available verified providers
• You receive quotes and choose your preferred provider
• You agree to terms directly with the provider
• ServiceHub is a marketplace, not the service provider

4.2 Payment Terms

• Payments are processed securely through Stripe
• You authorize us to charge your payment method
• Prices are shown in GBP and include VAT where applicable
• Promotional discounts (£10, £15, £20) are subject to terms
• Payment is due upon completion of services unless otherwise agreed

4.3 Cancellation Policy

• 24+ hours before: Full refund, no cancellation fee
• 12-24 hours before: 50% refund
• Less than 12 hours: No refund (provider compensation)
• No-show: Full charge applied
• Provider cancellation: Full refund + £10 credit

4.4 Disputes and Refunds

If you're unsatisfied with a service, contact us within 48 hours. We'll investigate and, if appropriate, offer a full or partial refund under our Money-Back Guarantee. Claims must be supported by evidence (photos, messages, etc.).

5. For Service Providers

5.1 Verification Requirements

To join as a provider, you must provide:

• Valid UK business registration or self-employment documentation
• Proof of professional qualifications and certifications
• Public liability insurance (minimum £2 million)
• Proof of identity (passport or driving licence)
• Right to work in the UK documentation
• DBS check (Disclosure and Barring Service) where applicable

5.2 Credit System

• Providers purchase credits to access customer leads
• Credits are non-refundable once a lead is accessed
• Unused credits remain valid for 12 months
• Credit prices are displayed clearly before purchase
• Credits are purchased via Stripe in advance

5.3 Provider Obligations

As a provider, you agree to:

• Respond to customer inquiries within 4 hours
• Provide accurate quotes and timelines
• Complete jobs to a professional standard
• Maintain valid insurance and certifications
• Comply with all applicable UK laws and regulations
• Not contact customers outside the platform for initial bookings
• Maintain a minimum 4.0-star average rating

5.4 Provider Conduct

Prohibited conduct includes:

• Requesting payment outside the platform
• Submitting fake reviews or manipulating ratings
• Discriminating against customers
• Subcontracting work without disclosure
• Misrepresenting qualifications or experience

5.5 Account Suspension

We may suspend or terminate provider accounts for repeated cancellations, poor reviews (below 3.5 stars), customer complaints, or violation of these terms.

6. Platform Fees and Pricing

6.1 Customer Fees

Customers pay providers directly for services. ServiceHub may charge a small booking fee (typically 5-10%) added to the total price. All fees are disclosed before booking confirmation.

6.2 Provider Fees

Providers pay for leads via the credit system. Credit costs vary by service type and location. No monthly subscription fees—you only pay for leads you choose to pursue.

6.3 Price Changes

We reserve the right to change our fees with 30 days' notice. Changes do not affect bookings already confirmed.

7. Reviews and Ratings

7.1 Customer Reviews

• Customers can review providers after service completion
• Reviews must be honest and based on actual experience
• Abusive, defamatory, or fraudulent reviews will be removed
• Reviews are moderated but not edited

7.2 Provider Responses

Providers may respond to reviews professionally. We reserve the right to remove responses that are abusive or violate our policies.

8. Intellectual Property

8.1 Our Content

All content on ServiceHub (logos, text, images, software) is owned by ServiceHub Ltd or our licensors and protected by UK and international copyright laws. You may not reproduce, distribute, or create derivative works without our written permission.

8.2 User Content

By posting content (reviews, photos, messages), you grant us a non-exclusive, worldwide, royalty-free license to use, display, and distribute that content on our platform and marketing materials.

9. Prohibited Activities

You may not:

• Use the platform for illegal purposes
• Attempt to circumvent our payment system
• Create multiple accounts to abuse promotions
• Scrape or harvest data from our platform
• Transmit viruses, malware, or harmful code
• Impersonate others or provide false information
• Harass, threaten, or abuse other users
• Interfere with platform functionality
• Use automated systems (bots) without permission

10. Disclaimers and Limitations of Liability

10.1 Platform "As Is"

ServiceHub is provided "as is" and "as available" without warranties of any kind, express or implied. We do not guarantee uninterrupted, error-free, or secure access.

10.2 No Employment Relationship

ServiceHub is a marketplace platform only. We are not an employment agency. Providers are independent contractors, not our employees. We do not control how providers perform their services.

10.3 Provider Vetting

While we conduct verification checks, we do not guarantee the quality, safety, or legality of provider services. We are not liable for any damages, losses, or injuries resulting from provider services.

10.4 Limitation of Liability

To the maximum extent permitted by UK law, ServiceHub's total liability for any claims shall not exceed the greater of (a) £100 or (b) the amount you paid to us in the 12 months preceding the claim.

10.5 Exclusions

We are not liable for indirect, incidental, special, consequential, or punitive damages, including loss of profits, data, or business opportunities.

10.6 Consumer Rights

Nothing in these terms affects your statutory rights under the Consumer Rights Act 2015 or other UK consumer protection laws.

11. Indemnification

You agree to indemnify and hold harmless ServiceHub, its directors, officers, employees, and agents from any claims, damages, losses, or expenses (including legal fees) arising from your use of the platform, violation of these terms, or infringement of third-party rights.

12. Dispute Resolution

12.1 Internal Disputes

For disputes between customers and providers, we offer mediation services. Contact our support team at help@servicehub.world within 48 hours of the issue arising.

12.2 Disputes with ServiceHub

Before initiating legal action, please contact us to resolve the matter informally. Most disputes can be resolved through good-faith negotiation.

12.3 Governing Law

These terms are governed by the laws of England and Wales. You agree to the exclusive jurisdiction of the courts of England and Wales.

12.4 Alternative Dispute Resolution

If you're a consumer in the EU/UK, you may use the Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr

13. Privacy and Data Protection

Your use of ServiceHub is also governed by our Privacy Policy, which explains how we collect, use, and protect your personal data under UK GDPR and the Data Protection Act 2018.

14. Modifications to Terms

We may update these Terms of Service from time to time. We'll notify you of significant changes via email or platform notice at least 30 days in advance. Continued use after changes constitutes acceptance. If you don't agree to the new terms, you must stop using the platform.

15. Termination

15.1 Termination by You

You may close your account at any time by contacting us. Outstanding bookings must be completed or cancelled according to our cancellation policy.

15.2 Termination by Us

We may suspend or terminate your access immediately if you breach these terms, engage in fraudulent activity, or harm the platform or other users. We'll provide notice where legally required.

15.3 Effect of Termination

Upon termination, your access ends immediately. Provisions regarding liability, indemnification, and dispute resolution survive termination.

16. General Provisions

16.1 Entire Agreement

These terms, together with our Privacy Policy, constitute the entire agreement between you and ServiceHub.

16.2 Severability

If any provision is found unenforceable, the remaining provisions remain in full effect.

16.3 Waiver

Our failure to enforce any provision does not waive our right to enforce it later.

16.4 Assignment

You may not assign these terms without our consent. We may assign our rights and obligations to any affiliate or successor.

16.5 Force Majeure

We are not liable for delays or failures due to circumstances beyond our reasonable control (natural disasters, strikes, government actions, etc.).

17. Contact Information