Customer Booking Terms - The Right Guy

1. About The Right Guy

booking service is operated by The Right Guy Ltd, company number 16425623, registered office 3rd Floor, 86-90 Paul Street, London, EC2A 4NE, United Kingdom, VAT number 495353361, ICO registration number ZB924668. In these Terms, The Right Guy, TRG, we, us and our mean The Right Guy Ltd. The Right Guy operates an online marketplace through which customers can discover independent service providers and, where available, use booking service to arrange and pay towards services. The Right Guy does not itself perform the underlying Provider Service unless expressly stated otherwise.

2. Separate services and contractual relationships

The actual service booked is supplied by the Provider shown on the Booking. The Provider is responsible for performing that service and complying with the legal obligations applying to it. The Customer's contract for the Provider Service is with the Provider, not The Right Guy. The Right Guy separately provides booking service platform functionality, payment-processing arrangements, booking administration and related platform services. Where a TRG Booking Fee applies, it is consideration for this separate Booking V2 service. Unless expressly stated otherwise, TRG does not employ the Provider, perform the Provider Service, or guarantee a particular Provider outcome. This does not exclude responsibility for TRG's own acts, omissions or booking service service.

3. Definitions

Booking means a booking, appointment or service arrangement made or confirmed through booking service. Customer means the person making it. Provider means the independent person or business supplying the Provider Service. Provider Service Amount means the amount payable for the Provider Service through booking service, including any Deposit. Deposit means part of the Provider Service Amount collected in advance. TRG Booking Fee means TRG's separate booking service charge. Total Online Payment means the amounts charged through booking service at the relevant payment stage. Legal Snapshot means the booking-specific record of applicable legal-document versions, acceptance records and other legal information preserved for a Booking.

4. Eligibility

The Customer must have legal capacity to enter the relevant contract, provide accurate account information and not use another person's identity or account without authority. A person booking for another must have authority to do so. Service-specific age, safety or legal requirements may apply.

5. Provider information

Customers should review the Provider profile and service details. Trust Profile checks, badges, qualifications, insurance, registrations or other verification information do not make a Provider TRG's employee or agent, guarantee future conduct or performance, guarantee information remains unchanged, or replace the Customer's own decision about suitability.

6. Service information

Before submitting a Booking, the Customer should review the service description, Provider, price, Deposit or online amount, date, time, location/service area, duration where applicable, cancellation information and other material requirements. The Customer is responsible for checking Booking details before confirming payment or submitting the Booking.

7. Booking modes, acceptance and payment deadlines

The booking flow identifies whether a request requires Provider approval, payment or another confirmation step. An enquiry or unconfirmed request is not necessarily an accepted service contract. Contract formation depends on the information and actions in that flow; a payment-recording timestamp alone does not establish when a contract was formed. Where an approved request requires payment, the stated deadline governs securing that appointment. The normal payment window is up to 24 hours after approval and may end earlier where the appointment starts sooner. An unpaid request expires at the applicable deadline; its old payment link cannot secure the appointment afterwards. Submit a new request if you still wish to book. A pending or inconsistent payment must be checked against payment records before retrying.

8. Customer information and responsibilities

Customers must provide accurate information reasonably required to understand and perform the service, including contact details, address/access, relevant measurements or descriptions, appointment requirements, hazards or restrictions where applicable. Customers should not deliberately withhold information materially affecting safe or agreed performance.

9. Prices

The booking flow will show amounts payable through booking service before commitment. The structure may include a Provider Service Amount and separate TRG Booking Fee. A Remaining Balance may be payable directly to the Provider where only part of the Provider Service price is collected online, and this should be made clear.

10. Provider Service Amount and Deposits

A Deposit forms part of the Provider-side financial arrangement. Calling money a Deposit does not automatically make it non-refundable. Retention depends on statutory rights, cancellation terms, timing and reason, Provider loss, mitigation, performance, Provider cancellation and other applicable rights. There is no automatic forfeiture regardless of circumstances.

11. TRG Booking Fee

Where applicable, TRG charges a separate Booking Fee for booking service. It is legally and financially separate from Provider Service money. A refund of Provider Service money does not automatically require refund of the TRG Booking Fee, or vice versa; each component is assessed under the applicable contract, statutory rights and circumstances.

12. VAT

The total payable and applicable VAT information are shown before payment. Provider offerings may use VAT-inclusive pricing, VAT added to a stated net price, or no VAT where appropriate. The Provider is responsible for its service VAT and accounting documents; TRG is responsible for its separate fee VAT. Refunds preserve the original gross payment and attributable VAT rather than applying later offering settings. TRG’s VAT registration does not convert Provider revenue into TRG revenue.

13. Payment processing

booking service uses third-party payment infrastructure including Stripe and, where applicable, Stripe Connect. The structure may process Provider Service payments on the Provider's connected account while TRG separately receives its applicable platform fee. TRG does not need to store complete payment-card details.

14. Payment authorisation

By submitting payment, the Customer authorises the displayed amounts to be charged. Before submission, booking service should allow review of material Booking/payment information, and the final payment control should indicate an obligation to pay.

15. Failed, incomplete or duplicate payments

A payment attempt does not necessarily mean a Booking is confirmed. Failed, incomplete, unauthenticated, interrupted, duplicate or technically inconsistent outcomes should be checked against Booking and payment records. A pending bank authorisation is not necessarily a completed charge. Genuine duplicate or erroneous platform payments will be dealt with appropriately.

16. Booking confirmation

Successful Bookings may be confirmed through the account and/or email or another appropriate durable medium, including relevant Booking reference, Provider, service, date/time, payment information, Provider Service Amount, TRG Booking Fee, VAT, cancellation information and applicable contractual documents.

17. Statutory cancellation rights

Applicable statutory cancellation rights prevail over contractual notice terms. For a service contract to which the Consumer Contracts Regulations cancellation right applies, the usual period ends 14 days after the day the contract is entered into, subject to extensions, exclusions and the applicable legal conditions. The actual service and formation circumstances determine scope. A dated appointment or booking service mode label does not by itself establish an exemption.

18. Services beginning during a statutory cancellation period

Where required, performance must not begin during the cancellation period without your express request, on a durable medium for an off-premises contract. A proportionate charge for service actually supplied before cancellation depends on the required request and information having been provided. A right may be lost after full performance only where the legal conditions, including the necessary acknowledgment, are met. Reserving capacity, accepting general terms or making payment does not by itself satisfy every condition.

19. TRG service and Provider Service assessed separately

An early-performance request for TRG’s booking service service does not automatically authorise early Provider Service performance. Each service, request, acknowledgment and statutory right is assessed separately. Provider approval or payment receipt alone does not establish full performance of TRG’s own service or a right to retain its fee.

20. Provider cancellation terms

The Provider sets its cancellation and rescheduling terms, displayed before booking and saved with the applicable version and acceptance. There is no universal TRG 24-hour rule for new provider-policy bookings. Provider wording and notice settings must be read subject to mandatory law. Neither acceptance of the wording nor a description such as non-refundable makes an unfair or unlawful term enforceable.

21. Cancellation outside the saved notice period

If cancellation meets the saved Provider notice period, refund treatment follows the applicable lawful terms, service circumstances and statutory rights. Meeting a notice requirement does not decide TRG’s separate fee treatment. Historical bookings retain their original applicable policy.

22. Cancellation inside the saved notice period

Short notice may cause Provider loss, but does not automatically forfeit payment. Where retention is legally available, the Provider must have a fair basis, considering the applicable terms, actual circumstances, reasonable loss, saved costs, replacement bookings and mitigation. No double compensation is permitted.

23. No-shows

A failure to attend or make the service reasonably accessible may be treated as a no-show and may cause Provider loss, but does not automatically establish forfeiture of every payment. Circumstances, contract terms, statutory rights and reasonably established loss may be considered.

24. Customer delay or failure to provide access

Where Customer lateness, absence, lack of access, materially incorrect information or other Customer conduct prevents performance, consequences depend on circumstances and law. Providers should take reasonable steps where practicable but need not incur unreasonable additional cost or disruption.

25. Provider cancellation

If the Provider cancels or cannot provide the agreed service, the Customer should not ordinarily bear cancellation loss caused solely by that Provider cancellation. Provider Service money is assessed for refund under statutory and contractual rights. The TRG Booking Fee is assessed separately by reference to TRG's own service and applicable rights.

26. Provider failure to attend

Raise a failure to attend or supply the confirmed service with the Provider, using the available booking communication or refund route. The Provider remains responsible for any service remedy. TRG can investigate related platform or safety issues and preserve records without independently deciding the service dispute.

27. Changes and rescheduling

You may request a change using the available booking controls. A request does not itself cancel or change the appointment, transfer a payment or create a new charge. The original arrangement remains until the Provider accepts and the change is recorded. Inside the saved notice period, a rescheduling request is an exception request which the Provider may decline, subject to applicable rights. The cancellation route remains available. Material scope or price changes require appropriate agreement and cannot circumvent statutory rights.

28. Provider performance and Customer rights

Applicable consumer law may require the Provider to perform with reasonable care and skill. Information about the Provider or service may become contractually binding where law provides. Statutory remedies may include repeat performance, price reduction or other remedies.

29. Dissatisfaction with Provider Service

Raise concerns about unprovided, incomplete, defective or materially different service with the Provider. Available booking tools may record the request, responses and evidence. The Provider is responsible for the applicable statutory or contractual remedy; TRG separately handles problems with its own service.

30. Booking Resolution Centre

The Centre supplies communication, evidence and recordkeeping functionality and records Provider service-refund responses. TRG investigates its own platform conduct, payment errors, safety and misuse concerns within its remit. It may request information and take lawful platform action. It does not independently evaluate or settle the merits of a Customer–Provider service dispute.

31. Scope of the process

TRG does not act as an independent mediator, arbitrator or neutral evaluator of Provider Service disputes. A recorded Provider response is that Provider’s position, not a binding determination of legal entitlement. TRG’s own platform or fee response also does not remove statutory rights or external remedies. The function performed, rather than the Centre’s name, defines its role.

32. Information and evidence

Use relevant booking records, messages, receipts, photos or documents to explain your request. No rigid evidence checklist automatically decides a case. Material submitted for a service request may be accessible to the Provider and authorised TRG staff for that purpose; avoid unnecessary sensitive or third-party information. Use the published support route if you need to discuss safe handling before uploading.

33. Conflicting accounts and response periods

Different accounts do not automatically establish dishonesty. An information request normally allows seven calendar days, stating the deadline and timezone; reasonable extensions may be considered. The responsible party may proceed using information available if no response arrives, but silence does not establish fault or retention entitlement. The period does not delay a legally required refund or extinguish a right. TRG may be unable to establish a fact about its own service; it does not choose a winner in a Provider Service dispute.

34. Refunds and exceptional reconsideration

The Provider decides and initiates service refunds through its connected-account controls. TRG’s software may transmit the instruction to Stripe and preserve its outcome; this does not transfer the service-entitlement decision to TRG. TRG assesses and handles its own booking fee separately. An authorised refund is not shown as completed until the payment system records the appropriate successful result. Pending, failed or ambiguous payments require reconciliation before retrying. A request to reconsider a service response goes to the Provider. For TRG’s own platform or fee response, contact TRG with the booking reference and a material error, credible fraud concern or significant new evidence that could not reasonably have been supplied earlier. TRG considers whether investigation or correction is warranted. Internal closure does not remove statutory rights. Reconsideration does not reverse a completed refund or authorise a new charge; any recovery or additional payment requires a separate lawful basis and authority.

35. Platform or booking service failure

Where a confirmed TRG booking service failure materially affects a Booking, TRG will assess the appropriate remedy for its own service. Provider Service money and TRG Booking Fee remain separately accounted for.

36. Chargebacks and payment disputes

Customers retain rights through payment providers and law. A chargeback does not automatically establish Provider or TRG fault. TRG may preserve/provide relevant records where lawful. Fraudulent or knowingly false payment disputes may result in proportionate account action and lawful steps.

37. Communications

Booking communications may use the account, email, platform messaging, SMS where applicable or another Booking contact method. Customers should keep contact details current. Transactional messages are not marketing merely because sent electronically.

38. Privacy

TRG processes personal information under its Privacy Policy. Information may be shared with the Provider as necessary to arrange/perform the Provider Service. Providers may have independent data-protection responsibilities. Private dispute or verification evidence is not public merely because submitted to TRG.

39. Reviews

Eligible Customers may review Providers subject to review rules and Website Terms. Fabricated, manipulated, defamatory or unlawful content is prohibited. A genuine disagreement does not prevent an honest review.

40. Customer conduct

Customers must not make fraudulent or sham Bookings, deliberately disrupt Providers, provide false identity/payment information, abuse users, manipulate reviews, make fraudulent refund/chargeback claims, interfere with the platform or use booking service unlawfully. Proportionate account action must account properly for live Bookings, payments, refunds and statutory rights.

41. Platform availability

TRG aims to keep booking service available but cannot guarantee uninterrupted operation. Maintenance, updates, technical/security incidents, third-party infrastructure, payment-provider issues or events outside reasonable control may affect service. Material effects on existing Bookings/payments will be assessed appropriately.

42. Third-party services

booking service may rely on payment processors, communications providers and infrastructure suppliers. Their involvement does not automatically make TRG responsible for every independent act, while not excluding responsibility TRG cannot lawfully exclude.

43. TRG responsibility

TRG remains responsible for obligations applying to its own booking service service. Nothing excludes liability where unlawful to do so, including non-excludable liability and statutory consumer rights. TRG is not responsible for independent Provider performance merely because the Provider uses the platform.

44. Provider responsibility

The Provider is responsible for the Provider Service and applicable professional obligations, licences, registrations, insurance, health and safety, tax, consumer law, service quality, reasonable care and skill and information supplied about the service.

45. Statutory rights

Mandatory law prevails over inconsistent terms. An unfair consumer term is not made enforceable merely because it appears in these Terms or was accepted.

46. Relationship with other TRG documents

These Terms operate with the Cancellation & Refund Policy, Booking Resolution & Complaints Procedure, Website Terms & Conditions, Privacy Policy and Cookie Policy. More specific Booking provisions ordinarily govern the same Booking subject, always subject to mandatory law.

47. Legal document versioning

Later versions do not automatically rewrite earlier Booking history. booking service may preserve a Legal Snapshot recording applicable document versions, acceptance timestamps, cancellation information, legally required requests/acknowledgements and transaction information.

48. Changes after a Booking

TRG will not silently substitute later wording into a historical Booking as though originally accepted. Where fresh acceptance or notification is legally required, an appropriate process will be used rather than relying automatically on continued website use.

49. Records and electronic acceptance

TRG may record user/account ID, Booking ID, document ID/version, timestamp, action, statement presented, transaction ID and proportionate technical evidence. An IP address alone is not treated as proof of every legal consent or acceptance.

50. Severability

If a provision is unlawful, invalid or unenforceable, the remaining provisions continue to the extent lawful.

51. No waiver

Failure to enforce a right immediately does not necessarily waive it, subject to law.

52. Third-party rights

Except where expressly provided or required by law, a non-party does not gain a right to enforce these Terms merely because it benefits. This does not affect the Provider's separate contractual rights/obligations.

53. Governing law and courts

These Terms are governed by the applicable UK jurisdiction. Consumers retain mandatory protections and jurisdictional rights, including applicable rights in Scotland or Northern Ireland.

54. Questions, booking problems and complaints

Service and appointment complaints, service refunds and service reconsideration requests go to the Provider through the available booking controls or its published contact. Use Booking Support or TRG’s published support contact for platform access, payment-processing problems, TRG-fee complaints and reconsideration of TRG’s own handling. General site, account, privacy or company matters use the relevant TRG support route. If a secure booking link is unavailable, contact TRG for access help.