Provider Booking V2 Agreement

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.

2. Purpose of booking service

booking service allows eligible Providers to offer services for customers to request/book through TRG. Depending on configuration it may support offerings, prices, availability, slots, booking requests, confirmation, deposits, full online payments, pay-later services, quote-first services, free bookings, Stripe Connect, cancellations, refunds, communications, Resolution Centre processes, transaction records and Provider administration.

3. Provider remains the service supplier

The Provider supplies the underlying service; TRG separately supplies booking service. Unless expressly agreed, the Provider is not TRG's employee/worker/agent and cannot bind TRG. TRG does not become the service supplier merely because Booking V2 is used.

4. Definitions

Booking, booking service, Customer, Provider, Provider Service, Provider Service Amount, Deposit, Remaining Balance, TRG Booking Fee, Stripe Connect, Resolution Centre and Legal Snapshot have the meanings established in this Agreement and the booking service architecture.

5. Eligibility and authority

A Provider must have legal capacity and authority to enter this Agreement and supply offered services. A person activating booking service for an organisation confirms authority to act for it. Accurate account/business information must be maintained.

6. Provider status and consumer status

Provider accounts are ordinarily for trade/business/professional purposes, but legal status is determined by actual circumstances and law, not merely an account label. Applicable statutory consumer rights are preserved.

7. Separate activation and acceptance

Creating a Provider account does not automatically activate booking service or accept this Agreement. TRG may require membership/feature eligibility, Booking configuration, specific acceptance, Stripe connection, tax/business information and other reasonable readiness requirements.

8. Membership and booking service

booking service access may depend on membership/entitlement. Membership fees and transaction-related booking service charges are separate. Applicable membership pricing, VAT, renewal and cancellation are governed by relevant membership terms/checkout information.

9. Provider offerings

Maintain accurate service descriptions, booking mode, price basis, gross amount, VAT treatment, online payment amount, remaining balance, location, duration, availability and cancellation/rescheduling terms. Use an appropriate mode for the actual service. Booking modes organise the workflow; they do not determine statutory service classifications or exceptions. Keep the written notice terms and structured cancellation/rescheduling settings consistent.

10. Price types

booking service may support fixed price, price-from, price-on-request, free service or other supported pricing. Providers are responsible for compliance with pricing and consumer law.

11. Payment modes

booking service may support pay Provider later, free booking, Deposit online, full payment online and quote first. A Deposit is part of the Provider Service price, not an additional TRG charge.

12. Deposits

Deposits must be reasonable. Describing money as a Deposit does not automatically make it non-refundable. Retention is subject to statutory rights, cancellation terms, fairness, circumstances, Provider loss, mitigation and law.

13. Remaining Balance

Where only a Deposit is processed online, a Remaining Balance may be payable for the Provider Service. Unless booking service processes it, the Provider is responsible for lawful collection/accounting and must not present it as a TRG charge.

14. Provider VAT responsibility

Providers determine and comply with their own VAT/tax obligations, including registration, VAT treatment, pricing, VAT details, invoices/receipts and reporting. booking service may store transaction-time VAT snapshots without assuming Provider tax responsibility.

15. Provider Service money is not TRG revenue

Provider Service Amount is legally and financially distinct from TRG's Booking Fee. TRG's VAT registration does not convert Provider revenue into TRG revenue.

16. TRG Booking Fee

Current model: 4.9% of the Provider Service amount actually processed online, subject to a £0.99 minimum and £9.99 maximum net fee, with VAT added where applicable. The transaction-time calculation is preserved. Later fee changes apply prospectively and do not rewrite historical snapshots.

17. Stripe Connect

Providers accepting eligible online payments must maintain an appropriate Stripe connected account. Stripe controls its onboarding, identity/business/bank/ownership/tax/risk/regulatory requirements.

18. Payment readiness

Providers may be prevented from online Deposit/full-payment Bookings unless Stripe status is sufficiently ready, including charge/payout capabilities where relevant.

19. Direct-charge payment architecture

booking service currently uses Stripe Connect Direct Charges for applicable online Provider payments. The payment is created on the Provider's connected account and TRG's applicable Booking Fee is collected through the application-fee mechanism, preserving separation of Provider money, TRG revenue and Stripe processing costs.

20. Stripe processing fees

Stripe processing/other fees may be deducted from the Provider connected account under Stripe arrangements. These are distinct from the TRG Booking Fee.

21. Payouts

Stripe controls payout availability/timing subject to its terms, risk controls and verification. TRG does not guarantee a particular payout date.

22. Booking availability

Providers must maintain reasonably accurate availability and should not knowingly offer capacity they cannot fulfil. booking service may reserve/block capacity at the applicable stage.

23. Booking confirmation and payment deadlines

Monitor requests and approvals and communicate the applicable confirmation requirements. For approved requests requiring payment, the stated window is normally up to 24 hours and may end earlier at the service start. Unpaid requests expire and old checkout links cannot secure them afterwards; customers must make a new request. Pending or inconsistent payments require reconciliation. Do not represent an unconfirmed or expired request as a secured appointment. Contract formation must be assessed from the actual flow, not simply the recorded payment time.

24. Responsibility for confirmed Bookings

Providers must honour confirmed Bookings subject to applicable cancellation rights/lawful exceptions, attend/perform as agreed, act professionally, comply with law and communicate material changes promptly.

25. Standard of service

Where consumer law applies, Provider services must be performed with reasonable care and skill. Applicable information may become contractually binding. Providers must not unlawfully contract out of statutory liability.

26. Professional/legal requirements

Providers determine and satisfy applicable licences, registrations, qualifications, insurance, permissions, health/safety, safeguarding, employment/subcontracting, consumer law, data protection, tax and sector rules. booking service availability is not legal confirmation of compliance.

27. Provider profile and Trust information

Trust Profile/verification/accreditation/insurance/qualification information must remain accurate and non-misleading. A TRG check/badge does not transfer Provider responsibility or guarantee future performance.

28. Customer information

Providers may receive Customer information necessary for Booking performance and may be independent controllers for their own service use. Access does not authorise unrelated marketing, sale, unnecessary disclosure or indefinite retention.

29. Statutory Customer cancellation rights

Respect applicable statutory rights before applying your notice policy. Where the Consumer Contracts Regulations service cancellation right applies, its usual period ends 14 days after the day of contract formation, subject to extensions and exceptions. Classify the actual service and relevant exclusion; do not assume that all fixed-date appointments or all offerings within a booking mode are excluded.

30. Performance during a statutory cancellation period

Obtain the express early-performance request where required, on a durable medium for an off-premises contract, and the necessary acknowledgment where full performance may end the right. A proportionate charge for service already supplied depends on the statutory conditions and required cancellation/cost information. General terms acceptance, payment or reserved appointment capacity is not a blanket waiver.

31. Provider Service and TRG service separate

A Customer request for early performance of TRG's booking service service does not automatically constitute the required request for early performance of the Provider Service.

32. Provider cancellation terms

You write and maintain your service cancellation and rescheduling terms and notice periods. Make them clear before commitment and comply with applicable law. TRG’s display of your text is not legal endorsement. Saved terms and acceptance are preserved for the booking; later edits do not rewrite historical agreements. There is no universal TRG 24-hour rule for new provider-policy bookings.

33. Cancellation outside your notice period

Apply the saved lawful policy and applicable statutory rights to your response. Meeting a notice requirement does not determine TRG’s fee treatment. Historical bookings retain their applicable original policy.

34. Cancellation inside your notice period

A late cancellation may cause loss but does not automatically authorise retaining every amount. Any proposed retention requires a lawful, fair basis and appropriate consideration of costs, service performed, mitigation, saved expenditure, replacement bookings and amounts already recovered. Do not recover twice for the same loss.

35. No automatic Deposit forfeiture

booking service does not operate on a rule that every late cancellation/no-show automatically transfers the entire Deposit to the Provider. Any retention must be supportable under terms, circumstances and law.

36. Customer no-show

Providers may report no-shows. Relevant circumstances include readiness/attendance, reserved capacity, costs, communications, mitigation, resale and statutory/contractual rights. A no-show is not automatic proof of every Provider claim.

37. Customer unavailability/access

Providers should reasonably record circumstances where Customer absence, lateness or lack of access prevents performance and should mitigate avoidable loss.

38. Provider cancellation

Providers should cancel confirmed Bookings only where reasonably necessary. They must not retain Provider Service money for an unprovided service without lawful basis. TRG Booking Fee treatment is determined separately by TRG under the Customer-TRG contract.

39. Provider no-show

You remain responsible for a remedy where you fail to supply the agreed service. TRG may preserve records and investigate platform, safety or repeated-conduct concerns for proportionate access action. That action is separate from adjudicating service-refund entitlement.

40. Changes and rescheduling

Review change requests and record acceptance or refusal. Inside your notice period a customer may request an exception; declining does not itself authorise a charge. The original appointment and payment remain in place until a change is accepted and recorded. Agree material scope or price changes appropriately. Preserve the cancellation route and do not use changes to evade statutory rights or financial history.

41. Refunds

Provider Service money and TRG Booking Fee are assessed separately. Provider cannot determine whether TRG must refund its fee, and TRG fee treatment does not automatically determine Provider entitlement.

42. Provider service-refund decisions and execution

You are responsible for the service-refund response, its factual basis and any legally required remedy. Record the full or partial amount, reason and instruction, and execute authorised refunds through your connected-account controls. TRG’s software transmits payment instructions and records results; it does not independently decide disputed service retention. TRG’s fee is outside your service instruction. Use the original gross service payment and applicable VAT snapshot and issue or adjust your own accounting documents as required. A failed refund or insufficient balance does not extinguish your underlying obligation. Reconcile pending, failed or ambiguous payment results before retrying and avoid duplicate reimbursement.

43. TRG Booking Fee refunds

TRG assesses its Booking Fee by reference to its separate booking service service, statutory rights, reason for failure/cancellation, service performance, platform failure and circumstances. Providers cannot decide treatment of TRG revenue.

44. Stripe application-fee refunds

Where required by the payment architecture, booking service may process/record application-fee refunds or adjustments separately from Provider Service refunds.

45. Booking Resolution Centre

Use the Centre’s communication and recordkeeping tools to handle your service requests, obtain proportionate information and explain your response. TRG investigates its own platform service, payment errors and safety or misuse issues within its remit. Cooperate reasonably with legitimate record and security requests. TRG does not independently settle or neutrally evaluate the merits of your service dispute.

46. Scope and external remedies

TRG does not act as an independent mediator, arbitrator or neutral evaluator of Provider Service disputes. Recorded Provider responses and TRG’s own administrative responses do not remove statutory rights or available external remedies. A disclaimer does not authorise a different independent dispute-resolution activity.

47. Evidence

Providers may submit photos, documents, messages, screenshots, correspondence, attendance/work records and other relevant material. Evidence assists assessment but is not an inflexible proof checklist.

48. Conflicting accounts

You must consider relevant information for your service response without treating silence or a conflicting account as automatic proof. TRG may identify uncertainty about its own platform records but does not choose the winner of your service dispute. A declined refund is your position, not confirmation of lawful retention.

49. Private evidence

Case evidence is not public merely because submitted. Relevant service-response materials may be shared with the Customer and authorised TRG staff where appropriate and lawful; do not publish Customer evidence. Do not upload unnecessary sensitive or third-party information. Privacy, access and lawful disclosure requirements apply.

50. Chargebacks/payment disputes

A chargeback does not automatically establish legal fault. TRG may use relevant records where lawful. Providers must reasonably assist with transaction disputes concerning their services. Stripe may adjust connected accounts under its rules.

51. Stripe disputes and financial effect

Disputes, reversals, processing fees, refunds and negative balances may affect the connected account. Liability and recovery depend on the actual account configuration and applicable Stripe and platform agreements; the use of direct charges does not by itself establish that every loss belongs solely to you. Cooperate with reconciliation and do not issue a competing refund while a payment dispute creates duplicate-reimbursement risk. TRG remains responsible for its own wrongdoing where applicable.

52. Financial records and snapshots

booking service may preserve Provider gross/net/VAT, online amount, Remaining Balance, VAT status/number, TRG fee net/VAT/gross, fee rule, Stripe identifiers, refunds, disputes and reconciliation data. Historical transaction records must not be silently rewritten.

53. Provider records and data rights

Maintain the business, tax, service, consultation and consent records required for your actual activities. Use justified retention periods and secure access; neither indefinite retention nor one fixed period for every service is assumed. Ensure necessary records can be exported and supplied intelligibly, and preserve needed records before leaving a software service. TRG’s booking exports do not replace consultation records held elsewhere or records a Provider must maintain. Comply with applicable data-rights requests and legal deadlines, including appropriate identity checks, third-party protection and readable responses. Provider and TRG privacy responsibilities depend on the actual processing role, not merely a contractual label.

54. Communications and information requests

Monitor booking, payment, cancellation, customer-response, refund and operational notices. An information request should normally allow seven calendar days and state the date, time and timezone. Allow reasonable extensions where appropriate and do not delay a legally required remedy or other legal deadline. If no response arrives, consider available information and record your position; silence does not automatically establish entitlement. Transactional messages are not marketing merely because electronic.

55. Customer communications

Providers must communicate professionally and must not harass, unlawfully discriminate, knowingly mislead, pressure Customers to surrender statutory rights, request unnecessary sensitive information or misuse contact details.

56. Off-platform activity

Providers must not manipulate Booking records, falsely report transaction status or use off-platform arrangements to evade amounts lawfully due to TRG. Lawful direct communication/independent arrangements remain permitted where appropriate.

57. Reviews

Providers must not fabricate/manipulate reviews, coerce or threaten Customers, use prohibited undisclosed incentives, self-review through another identity or abuse platform processes to suppress genuine feedback.

58. Fraud and platform misuse

Sham transactions, money laundering, stolen payment testing, fabricated Bookings, fee manipulation, false disputes, Customer-data misuse, platform interference, sanctions evasion and unlawful activity are prohibited.

59. Security

Providers are responsible for reasonable security over TRG/Stripe accounts and should promptly report suspected unauthorised access.

60. Suspension of booking service

TRG may proportionately restrict/suspend access for serious/repeated breach, fraud, safety concerns, unlawful activity, serious Customer harm, Stripe incapability, misuse, legal/regulatory action, security risk, repeated failure to honour Bookings or materially false information.

61. Live bookings during suspension

Suspension does not erase service, financial or legal obligations. TRG may preserve records, inform parties, prevent new bookings and support appropriate technical corrections. Service remedies remain your responsibility; any action involving your funds requires an applicable lawful basis and authority. TRG’s own fee and service remain separate.

62. Termination of booking service

Termination does not erase existing Bookings, refunds, disputes, chargebacks, transaction records, incurred fees, tax records, Legal Snapshots or surviving obligations.

63. Account deletion

Deletion requests do not require destruction of information lawfully retained for live contracts, accounting, tax, fraud prevention, disputes, claims, regulation, payment reconciliation or other lawful purposes.

64. Platform availability

TRG cannot guarantee uninterrupted booking service. Maintenance, security work, third-party infrastructure, Stripe outages and faults may affect availability. Providers should maintain reasonable continuity arrangements.

65. Platform failure

TRG may investigate its own technical or payment failure and take appropriate corrective action for its service. Provider money and TRG revenue remain separate. Corrections involving Provider money require appropriate authority and lawful payment procedures; this clause does not permit arbitrary confiscation or independent adjudication of service retention.

66. Provider warranties

Providers confirm material accuracy, authority to offer services, legal compliance, no deliberate misleading, honouring confirmed Bookings subject to lawful exceptions, appropriate Customer-data use and no booking service misuse.

67. TRG responsibility

TRG remains responsible for its own booking service obligations and does not exclude non-excludable liability. It does not become responsible for every independent Provider act merely because booking service is used.

68. Provider responsibility

Providers are responsible for their service, quality, staff/subcontractors, professional obligations, licences/registrations, health/safety, insurance, tax/VAT, lawful Customer-data use, representations and their own breaches.

69. Liability

Neither party excludes liability where prohibited. Fraud/fraudulent misrepresentation and other non-excludable liabilities remain. Any B2B limitation must comply with mandatory law and circumstances. If the Provider is legally a consumer in its TRG contract, applicable consumer protections prevail.

70. Provider indemnity

Where legally enforceable and proportionate, a business Provider is responsible for losses reasonably incurred by TRG to the extent directly resulting from unlawful Provider Service, material breach, Provider-content infringement, Customer-data misuse, Provider fraud or materially false representation, except to the extent caused/increased by TRG's own breach, negligence or unlawful conduct. No unlimited recovery or double compensation is intended.

71. Force majeure

Neither party is automatically at fault for genuine events outside reasonable control. Consequences depend on circumstances, continued possibility of performance and reasonable mitigation. Statutory Customer rights remain.

72. Relationship with other TRG documents

This Agreement operates with Website Terms, Cancellation & Refund Policy, Booking Resolution & Complaints Procedure, Privacy Policy, Cookie Policy, membership terms and Stripe terms. Specific booking service Provider provisions ordinarily prevail over general TRG wording on the same subject, subject to mandatory law.

73. Versioning and Legal Snapshots

TRG may maintain controlled versions and record document ID/version, Provider ID, acceptance timestamp, Booking-specific legal versions, cancellation rules, transaction information and necessary evidence. Historical Bookings must not be silently rewritten.

74. Future changes

Updates apply prospectively in accordance with law. Where fresh acceptance is required, TRG may require acceptance before affected booking service use. Mere continued website use is not automatically proof of every material contractual acceptance.

75. Existing Bookings

A new Agreement version does not automatically replace existing Booking legal history. TRG will not fabricate historical acceptance where none exists.

76. Electronic acceptance records

TRG may record Provider/user ID, document ID/version, timestamp, acceptance action, applicable statement, Booking/transaction ID and necessary technical evidence. IP address alone is not proof of every acceptance.

77. Assignment

Providers must not transfer this Agreement/account in a way that misrepresents the service supplier or circumvents verification. TRG may lawfully assign/transfer as part of corporate restructuring/sale without unlawfully reducing rights.

78. Severability

Invalid/unenforceable provisions do not automatically invalidate the remainder.

79. No waiver

Failure to enforce immediately does not necessarily waive a right.

80. Third-party rights

Except where expressly provided/required, non-parties have no independent enforcement right merely because they benefit. Customer statutory/contractual rights remain.

81. Governing law and jurisdiction

Applicable UK law governs. Business Providers in England/Wales ordinarily use England/Wales courts subject to mandatory rules/lawful alternatives. Consumer-status Providers retain mandatory jurisdictional protections.

82. Support and exceptional reconsideration

Address Customer service complaints and requests to reconsider your service response. TRG’s support route handles platform access, technical payment problems, TRG-fee complaints and complaints about its own handling. A material error, credible fraud concern or significant new evidence not reasonably available earlier may justify further investigation of TRG’s own response. Completed payments are not automatically reversed and stored credentials are not automatically reused to recover money. Internal closure does not remove statutory rights. General account/site matters use general support.