Booking Resolution & Complaints Procedure

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 this Procedure, "The Right Guy", "TRG", "we", "us" and "our" mean The Right Guy Ltd.

2. PURPOSE AND RESPONSIBILITIES

This Procedure covers booking communication, evidence and refund recordkeeping; Provider service responses; TRG platform and fee complaints; and platform safety, access and payment errors. The Provider handles the service complaint and is responsible for its response and any remedy. TRG handles its own service and administrative responsibilities. TRG does not independently mediate, arbitrate, neutrally evaluate or settle Customer–Provider service disputes.

3. THREE DIFFERENT ROUTES

For a Provider Service or appointment issue, contact the Provider using the available booking controls or its published contact. The Provider decides and initiates service refunds. Booking Resolution Centre records may support that communication. For TRG platform problems, access failures, technical payment errors or its separate fee, use Booking Support or TRG’s published support contact. For general site, account, membership, privacy or company complaints, use the relevant TRG general support route. These routes do not make TRG an independent service-dispute decision-maker.

4. THE RESOLUTION CENTRE DOES NOT REPLACE CANCELLATION

Submitting a problem through the Booking Resolution Centre does not automatically cancel the Booking.

Where the Customer wishes to cancel a Booking, the Customer should use the applicable cancellation process where reasonably possible.

This distinction is important because:

- reporting a problem and cancelling a Booking are different actions; - cancellation timing may affect contractual rights; - a Provider may need to know whether the appointment remains active; and - cancellation records may be relevant to a later dispute.

Where a technical failure prevented use of the normal cancellation process, that circumstance may be considered.

5. REPORTING DOES NOT AUTOMATICALLY ISSUE A REFUND

A report does not itself cancel a booking, establish fault, authorise retention, refund money or establish a legal winner. The Provider handles the service response. TRG investigates its own platform, payment and safety responsibilities and preserves relevant records.

6. NO AUTOMATIC FAULT

A report, business status, uploaded evidence, missing response or system flag does not automatically establish fault or entitlement. The Provider must address its service obligations. TRG considers relevant information for its own support, fee or platform action, without independently assessing the merits of a service dispute.

7. WHO MAY REPORT A BOOKING ISSUE

Depending on the functionality available, an eligible Booking issue may be reported by:

- the Customer; - the Provider; or - TRG itself where a platform or payment issue requires administrative review.

A person must not knowingly report a fabricated issue or impersonate another party.

8. WHEN AN ISSUE SHOULD BE REPORTED

A Booking issue should normally be reported as soon as reasonably practicable after the relevant event becomes apparent.

Early reporting can make it easier to preserve:

- communications; - photographs; - timestamps; - attendance information; - payment records; and - other relevant evidence.

However, an internal reporting timeframe does not remove a statutory limitation period or other legal right.

9. INFORMATION REQUIRED TO OPEN A CASE

The Resolution Centre may request information such as:

- Booking reference; - type of problem; - description of what occurred; - relevant date and time; - amount disputed; - cancellation information; - requested outcome; - supporting information; and - contact details where necessary.

The amount of information required should be proportionate to the issue.

10. CASE CATEGORIES

booking service may categorise issues to help administer them.

Categories may include, where applicable:

- Provider did not attend; - Customer did not attend; - cancellation dispute; - late-cancellation dispute; - refund dispute; - service not provided; - service incomplete; - payment problem; - booking problem; - conduct concern; or - other Booking-related issue.

A category is an administrative tool.

It does not itself determine legal fault.

11. INITIAL CASE REVIEW

After a case is submitted, TRG may conduct an initial review to determine:

- whether the Booking exists; - whether the case is eligible for the Resolution Centre; - what type of issue has been reported; - whether urgent platform action is required; - whether further information is needed; - whether the other party should be invited to respond; - whether the issue belongs in another support route; and - whether any payment or refund status requires investigation.

12. ISSUES OUTSIDE THE RESOLUTION CENTRE

The Resolution Centre may not be the appropriate forum for every issue.

Examples may include:

- emergencies; - immediate threats to safety; - criminal allegations requiring police involvement; - regulatory complaints; - employment disputes; - professional disciplinary matters; - matters unrelated to a Booking; - certain privacy-rights requests; - court proceedings; or - issues belonging to another TRG support process.

TRG may direct the person to an appropriate route where reasonably possible.

TRG does not itself provide emergency services.

13. CUSTOMER ACCOUNT OF EVENTS

A Customer reporting an issue should describe what happened as accurately as reasonably possible.

The Customer may be asked to explain:

- what service was booked; - what was expected; - what occurred; - whether cancellation occurred; - whether the Provider attended; - whether any service was supplied; - what communications occurred; - what amount is disputed; and - what outcome the Customer is requesting.

14. PROVIDER ACCOUNT OF EVENTS

Where appropriate, the Provider should be given an opportunity to respond.

The Provider may be asked to explain:

- whether it attended; - whether the Customer attended; - what service was supplied; - what work was completed; - whether the Booking was cancelled; - when cancellation occurred; - what costs or loss were incurred; - what steps were taken to mitigate loss; - whether appointment capacity was resold; - what communications occurred; and - what outcome the Provider considers appropriate.

15. OPPORTUNITY TO RESPOND

Before an adverse action concerning TRG’s own platform administration, TRG ordinarily allows a reasonable response opportunity. Urgent security or safety concerns, legal restrictions or other justified circumstances may require earlier action. Provider service requests are addressed to the Provider rather than a TRG tribunal. Administrative action remains separate from service-refund entitlement.

16. RESPONSE PERIODS

An information request normally allows seven calendar days from sending and states the exact deadline, time and timezone. A date-only interface deadline ends at the displayed local end of day. Reasonable extensions may be considered. This is an administrative period, not a forfeiture rule or a limit on statutory rights. If no response arrives, the responsible party may consider the information available and record its own position. Silence does not prove fault, establish retention, accept the other account or automatically authorise a refund. TRG may close inactive platform support administratively subject to its obligations. Any legally required remedy or data-rights deadline continues to apply.

17. EXTENSIONS

Where reasonably appropriate, TRG may allow additional time to respond.

Relevant reasons may include:

- illness; - inability to access relevant records; - technical problems; - exceptional circumstances; or - another reasonable explanation.

Extensions are not guaranteed and should remain proportionate.

18. SUPPORTING INFORMATION

Relevant records may include booking timestamps, messages, receipts, service/attendance records, photos, documents, cancellation records and relevant costs. The Provider uses service-related information for its response; TRG uses information relevant to its own platform, payment, fee or safety responsibilities. Only submit material relevant to the booking, lawfully obtained and necessary for the stated purpose.

19. NO RIGID PROOF CHECKLIST

No party automatically loses because a particular photo, receipt or screenshot is unavailable or communication happened outside the platform. Evidence should be considered in context by the responsible party. TRG does not score service evidence or automatically choose a winner.

20. PROPORTIONALITY OF EVIDENCE

The evidence reasonably expected should reflect:

- the amount disputed; - the type of service; - the nature of the allegation; - what records would ordinarily exist; - privacy considerations; and - the practical circumstances.

A small appointment dispute should not automatically require the same level of documentation as a substantial financial dispute.

21. PLATFORM RECORDS

TRG may consider its own records, including where relevant:

- Booking creation time; - Booking status; - confirmation records; - Scheduled Start Time; - cancellation timestamp; - Customer and Provider responses; - Booking messages; - payment records; - refund records; - Stripe identifiers; - transaction snapshots; - applicable legal-document versions; - acceptance records; - system events; and - relevant administrative actions.

Platform records may be important evidence but are not necessarily conclusive about events that occurred outside the platform.

22. PRIVATE EVIDENCE

Case material is not public merely because submitted. Access depends on the relevant workflow, permissions, purpose and applicable law. Private does not mean hidden from the service Provider handling the request. Seek support before uploading if lawful or safe sharing is uncertain.

23. SHARING INFORMATION

Customer responses and supporting files submitted for a Provider service request may be made available to that Provider and authorised TRG staff for the stated purpose. The interface and privacy information should explain relevant sharing. Do not assume every upload is reviewed or redacted before the other party can access it. Where necessary, contact support about appropriate handling before uploading. TRG may restrict or redact access as required by law, privacy or safety; internal administrative notes do not replace recorded party responses.

24. SENSITIVE INFORMATION

Parties should avoid submitting unnecessary sensitive personal information.

Where sensitive information is genuinely relevant, TRG will handle it according to the Privacy Policy and applicable law.

The Resolution Centre should not be used to collect medical, identification, financial or other sensitive information merely because it might make a case appear stronger.

25. EVIDENCE AUTHENTICITY

TRG may take account of indications that evidence has been:

- altered; - fabricated; - selectively edited; - misrepresented; - taken out of context; or - submitted under a false identity.

The existence of an inconsistency does not automatically establish fraud.

Where authenticity is materially disputed, TRG may request additional information.

26. CONFLICTING ACCOUNTS

Different accounts do not automatically establish dishonesty. The Provider records its own service response, taking relevant information into account. TRG may investigate discrepancies relevant to its own platform, payment or safety duties, but does not decide which party wins the service dispute.

27. UNABLE TO ESTABLISH A PLATFORM FACT

TRG may record that available information does not establish a fact relevant to its own service or administrative action. This is not a finding on disputed Provider service liability and does not establish dishonesty, fault or absence of external rights.

28. LIMITS OF INTERNAL ASSESSMENT

TRG’s assessment concerns its own service, fee and platform responsibilities. It is not an independent neutral assessment of Customer–Provider service merits or a determination of civil or criminal liability. Administrative labels cannot enlarge this remit.

29. CANCELLATION REQUESTS

The Provider assesses its service response under applicable statutory rights and the saved lawful policy. Notice timing is compared with the saved Provider period, not a universal TRG 24-hour requirement. Where retention is legally available, relevant loss, mitigation, saved costs, replacement bookings and amounts already recovered must be considered. TRG separately assesses its own fee and service.

30. NO AUTOMATIC DEPOSIT FORFEITURE

A deposit is not automatically forfeited by short notice, a missed appointment, acceptance of non-refundable wording or an unanswered request. The Provider remains responsible for a lawful service response; statutory rights prevail.

31. CUSTOMER NO-SHOW

The Provider considers confirmation, attendance, access, communications, readiness, loss, mitigation and applicable rights for its service response. The report and system status do not themselves establish forfeiture. TRG handles any related platform malfunction or safety concern within its remit.

32. PROVIDER NO-SHOW

The Customer may raise non-attendance through the available service route. The Provider is responsible for any remedy for an unprovided service under applicable law and circumstances. TRG can preserve booking records and handle related technical, safety or conduct concerns without adjudicating service liability.

33. SERVICE QUALITY

Raise incomplete, defective or poor service with the Provider. Applicable remedies may include repeat performance, price reduction and other legal rights. These differ from cancellation. The Provider handles the remedy; TRG does not independently evaluate disputed quality.

34. SUBJECTIVE DISSATISFACTION

Subjective disappointment alone does not automatically establish breach, but a subjective service remains subject to applicable contractual and statutory standards. The Provider must address the actual complaint. TRG does not perform a neutral service-quality evaluation.

35. SCOPE AND RESCHEDULING

Material scope, price or appointment changes require appropriate agreement. A rescheduling request does not itself change or cancel the appointment, transfer money or create a charge. The original booking remains until Provider acceptance is recorded. Requests inside the saved period may be considered as exceptions; declining does not itself authorise a penalty. Preserve the cancellation route and statutory rights.

36. PROVIDER LOSS CLAIMS

The Provider must explain a proposed retention and its lawful basis, with proportionate supporting information about relevant loss, mitigation, saved costs and replacement bookings where applicable. TRG can record that response but does not independently award the Provider loss or determine the service dispute. No double compensation is permitted.

37. REFUND ASSESSMENT

Where a refund may be appropriate, TRG must identify what money is being considered.

This may include:

Provider Service money

This belongs to the Provider-side service arrangement.

TRG Booking Fee

This belongs to The Right Guy's separate booking service service.

The two must not be treated as one undifferentiated amount.

38. PROVIDER SERVICE REFUND

The Provider determines its full, partial, declined or information-needed response and remains responsible for applicable remedies and deadlines. Its refusal does not establish lawful retention. The Customer retains external remedies. TRG’s fee is assessed separately.

39. TRG BOOKING FEE

TRG considers its separate service, performance, statutory rights and relevant circumstances. The fee is not automatically refundable merely because the Provider Service is cancelled, nor always non-refundable. Provider approval or payment receipt alone does not establish full TRG performance or satisfaction of statutory early-performance conditions.

40. PROVIDER CANCELLATION AND THE TRG BOOKING FEE

Provider cancellation will ordinarily affect Provider Service money where the service will not be supplied.

It does not automatically establish that TRG failed to provide its separate booking service service.

The TRG Booking Fee must therefore be assessed separately.

41. PARTIAL REFUNDS

The Provider may authorise an appropriate gross partial service refund on a lawful basis. Preserve the original VAT snapshot and attributable refunded VAT, and the Provider’s accounting responsibilities. A partial service response does not determine TRG’s separate fee.

42. REFUND EXECUTION

The Provider records and executes the service instruction from its connected-account controls. TRG’s software may transmit the instruction to Stripe and reconcile the resulting records. This technical processing does not transfer the service-entitlement decision to TRG. TRG handles its fee separately. Show pending, failed and successful results accurately, and reconcile uncertain results before retrying.

43. RECORDED RESPONSES ARE NOT ADJUDICATIONS

A Provider response or executed refund records that party’s instruction and the payment result. TRG’s own support or fee response records its position concerning its own service. Neither is independently binding adjudication of a Customer–Provider dispute or removes statutory or external remedies.

44. PLATFORM FAILURE CASES

Where a case concerns an alleged booking service failure, TRG may inspect technical and payment information.

Examples may include:

- payment succeeded but Booking was not properly created; - duplicate payment; - incorrect system status; - cancellation action failed because of a confirmed technical problem; - refund processing error; or - another material booking service malfunction.

Where the problem is principally with TRG's own service, it should be handled as a TRG platform issue rather than incorrectly assigning fault to the Provider.

45. PAYMENT RECONCILIATION

Where necessary, TRG may reconcile records including:

- PaymentIntent; - Charge; - Balance Transaction; - Application Fee; - Refund; - Dispute; and - relevant Booking/payment records.

The purpose is to establish the transaction history accurately.

46. DUPLICATE PAYMENT CASES

Where a Customer alleges duplicate payment, TRG should determine whether:

- more than one completed charge exists; - one entry is only a pending authorisation; - the payments relate to different transactions; - a genuine duplicate occurred; or - another explanation applies.

A confirmed duplicate should be corrected appropriately.

47. CHARGEBACKS

A Customer may separately use rights available through a card issuer or payment provider.

A chargeback does not automatically prove that:

- the Customer's account is correct; - the Provider breached the contract; - TRG breached its contract; or - a refund was legally due.

TRG and/or the Provider may respond with relevant lawful transaction and Booking information.

48. PAYMENT DISPUTES AND REFUNDS

Check existing refunds and pending chargebacks before payment action. Use the appropriate processor process to avoid competing transfers or duplicate reimbursement. TRG’s records and technical assistance do not decide an issuer’s outcome or transfer the Provider’s service responsibility.

49. NO DOUBLE RECOVERY OR AUTOMATIC CLAWBACK

Do not obtain duplicate reimbursement for the same amount. Any correction or recovery must use an appropriate lawful basis and authority. A completed refund cannot simply be reversed, and stored credentials must not be automatically reused to charge a Customer because a party later disputes the outcome.

50. RECORDED OUTCOMES

Records may show a Provider response, information request, authorised or completed service refund, declined service request, TRG-fee response, platform correction, safety action or administrative closure. Distinguish instructions from successful payments and explain the responsible actor. No status automatically establishes legal entitlement. Preserve legacy outcomes as historical records without presenting them as the new Provider-led workflow.

51. EXPLANATION

State who supplied the response, the factual basis, amounts and separate fee treatment, actual payment status and any next step. A Provider’s service response must not be described as TRG’s independent decision. Confidential security, privileged or legally restricted material need not be disclosed unlawfully.

52. EXCEPTIONAL RECONSIDERATION

For TRG’s own platform or fee handling, contact published support with the booking/case reference, the response challenged and a material error, credible fraud concern or significant new evidence that could not reasonably have been supplied earlier. Explain why it may affect the response. TRG considers whether further investigation or correction is warranted and records its position. Repetition alone does not require indefinite internal reviews. Service reconsideration goes to the Provider, which remains responsible for any legally required correction. Internal criteria do not remove statutory rights.

53. NEW INFORMATION AND COMPLETED PAYMENTS

Preserve original records and add any necessary follow-up separately. Significant new information does not automatically reopen locked financial controls, reverse a refund or authorise taking money again. Additional refunds, recovery or other payment steps require their own lawful basis, authority and recorded procedure. Check payment-dispute status first.

54. INTERNAL CLOSURE

TRG may close its own administrative handling when appropriate action is completed, no proportionate further step is available, or another route is appropriate. Exceptional reconsideration may still be requested as described above. Closure does not bar statutory, payment, regulatory or court remedies. A Provider response remains its own position.

55. COMPLAINT ABOUT HOW TRG HANDLED THE CASE

A Customer or Provider may be dissatisfied not only with the underlying dispute but with TRG's own administration.

Examples may include allegations that TRG:

- failed to consider submitted information; - used the wrong Booking record; - incorrectly processed a refund; - failed to follow its published process; - caused unreasonable administrative delay; or - acted improperly in administering booking service.

This should be treated as a complaint about The Right Guy's own service, distinct from the original Provider-Customer dispute.

56. COMPLAINTS ABOUT TRG’S HANDLING

A complaint about TRG’s process is distinct from a service dispute. TRG considers its own conduct and any appropriate correction; it does not re-adjudicate the Provider’s service response. If the complaint concerns service entitlement, direct it to the Provider while addressing any distinct TRG problem.

57. COMPLAINT INFORMATION

A complaint should, where possible, identify:

- the relevant Booking or case; - what TRG allegedly did incorrectly; - when the issue occurred; - the outcome sought; - and any relevant supporting information.

The complaint should be clear enough for TRG to understand what is being challenged.

58. COMPLAINT ACKNOWLEDGEMENT AND PROGRESS

TRG should acknowledge and progress complaints within reasonable timeframes appropriate to:

- complexity; - evidence; - payment-provider dependencies; - whether information is required from another party; - technical investigation; - and any legal requirements.

Where a mandatory statutory timeframe applies, that timeframe takes priority.

59. EXTERNAL RIGHTS

Nothing in this Procedure prevents an eligible person from using an appropriate external route.

Depending on the circumstances, this may include:

- direct negotiation; - card/payment rights; - applicable alternative dispute resolution; - a relevant ombudsman or regulator where jurisdiction exists; - Trading Standards or consumer-advice routes; - data-protection rights; - court proceedings; or - another lawful remedy.

TRG does not represent that every external body will have jurisdiction over every dispute.

60. EXTERNAL RESOLUTION INFORMATION

TRG does not provide independent mediation, arbitration or neutral evaluation of Provider Service disputes. When communicating the outcome of its own consumer complaint consideration, TRG provides information about any ADR or other arrangement available through an applicable statutory or contractual participation obligation where required. Providers must meet their own sector or contractual requirements. This procedure does not promise that TRG appoints or pays an ADR provider for every disagreement. External rights remain.

61. REGULATORY AND LEGAL REPORTS

The Resolution Centre is not intended to prevent reports to:

- police; - regulators; - Trading Standards; - professional bodies; - safeguarding authorities; - the Information Commissioner's Office; or - another competent authority.

Where appropriate and lawful, TRG may cooperate with competent authorities.

62. SAFETY CONCERNS

Where an issue involves an immediate risk of harm, users should contact the appropriate emergency or competent authority rather than relying on the Resolution Centre as an emergency service.

TRG may separately take proportionate platform action where a safety concern affects use of the platform.

63. SERIOUS PROVIDER CONDUCT

A Booking dispute may reveal information suggesting a broader Provider conduct concern.

TRG may consider separate platform action where reasonably necessary.

Examples may include:

- repeated failure to attend; - serious misrepresentation; - fraudulent activity; - serious safety concerns; - misuse of Customer data; or - another serious breach of platform rules.

The Booking dispute and account-action assessment should remain conceptually separate.

64. SERIOUS CUSTOMER CONDUCT

Likewise, a Booking dispute may reveal possible Customer misuse.

Examples may include:

- fabricated evidence; - deliberate sham Bookings; - repeated knowingly false refund claims; - fraudulent chargebacks; - threats or abuse; - or deliberate platform interference.

TRG may consider proportionate account action where misuse is reasonably established.

A Customer must not be penalised merely for making a genuine complaint or exercising statutory rights.

65. FRAUD IS NOT ASSUMED

A failed claim, conflicting account, inability to prove a case or unsuccessful refund request does not itself establish fraud.

Fraud or deliberate abuse should only be treated as such where there is a reasonable basis.

66. COMMUNICATION STANDARDS

Customers and Providers participating in a Resolution Centre case must communicate appropriately.

TRG may restrict abusive, threatening, discriminatory or harassing communications.

Restricting abusive communication does not automatically remove the person's substantive rights concerning the Booking.

67. DIRECT COMMUNICATION

Customers and Providers may communicate directly using available tools or appropriate contact details. Neither must accept an unlawful outcome. Avoid harassment, misleading demands or pressure to surrender statutory rights. Record agreements where reasonably possible. Providing a communication channel does not make TRG an independent mediator.

68. AGREED ACTIONS

A Provider may initiate an agreed service refund and record accepted rescheduling or appropriate changes through supported controls. TRG separately handles its own fee or platform correction. Any action must be lawful, authorised and technically supported; the parties cannot bind TRG concerning its separate rights without agreement.

69. TRG BOOKING FEE CANNOT BE SETTLED BY PROVIDER ALONE

A Provider may agree how its own Provider Service money should be treated.

A Provider cannot bind The Right Guy to refund or waive the TRG Booking Fee.

Likewise, TRG cannot use its separate Booking Fee decision to rewrite the Provider's legal rights concerning Provider Service money.

70. CASE RECORDS

TRG may preserve case information including:

- case identifier; - Booking identifier; - Customer and Provider identifiers; - issue category; - descriptions; - responses; - evidence metadata; - timestamps; - administrative actions; - refund decisions; - transaction identifiers; - notifications; - outcome; - review history; and - relevant legal-document versions.

71. IMMUTABLE FINANCIAL HISTORY

A Resolution Centre outcome must not silently rewrite historical payment facts.

Where a refund occurs, the system should preserve both:

- the original transaction; and - the subsequent refund or adjustment.

This supports accounting, audit and dispute integrity.

72. IMMUTABLE LEGAL HISTORY

Later versions of legal documents must not be substituted into historical Booking cases as though they applied at the original time.

The applicable Legal Snapshot should be preserved where available.

Where historical acceptance evidence does not exist, TRG must not fabricate it.

73. PRIVACY

TRG processes Resolution Centre information according to its Privacy Policy.

Processing may be necessary for purposes including:

- contract administration; - dispute handling; - fraud prevention; - legal claims; - accounting; - platform security; and - compliance with legal obligations.

74. RETENTION

Case records may be retained for periods reasonably necessary for:

- contractual administration; - accounting; - tax; - chargebacks; - fraud prevention; - legal claims; - regulatory requirements; - audit; and - other lawful purposes.

Case closure does not necessarily mean immediate deletion.

75. ACCESS TO CASE INFORMATION

Customers and Providers may have rights concerning their personal information under data-protection law.

Those rights do not necessarily mean that a party is entitled to receive:

- another person's private information; - confidential security information; - privileged legal material; - internal fraud controls; or - information whose disclosure would unlawfully affect another person.

Requests will be handled according to applicable law and the Privacy Policy.

76. ACCESSIBILITY

The Right Guy aims for the Resolution Centre and related communications to be reasonably accessible.

Where a user experiences an accessibility barrier, the user should be able to contact TRG through an appropriate support route.

Reasonable alternative arrangements may be considered where appropriate.

77. CLEAR COMMUNICATION

Identify the Provider’s service response separately from TRG’s fee or platform response. Explain required information, deadlines, actual payment status, closure and available next steps. Do not present an administrative record as a court outcome or TRG’s neutral evaluation of service merits.

78. AUTOMATION AND HUMAN RESPONSIBILITY

Software may organise and flag records, calculate notice timing and track payment results. It does not automatically score evidence, establish lawful retention or choose a winner. Providers remain responsible for service decisions and TRG for its own service. Provide meaningful human handling where required; the Privacy Policy explains relevant automated processing.

79. NO GUARANTEE OF RECOVERY

Use of the Resolution Centre does not guarantee:

- recovery of money; - success in a claim; - Provider cooperation; - Customer cooperation; - chargeback success; - court success; or - enforcement outside the platform.

TRG can administer only the actions available to it lawfully and technically.

80. NO LEGAL REPRESENTATION

TRG does not act as legal representative for the Customer or Provider merely because it administers a case.

Users remain responsible for obtaining independent legal advice where necessary.

81. RELATIONSHIP WITH CUSTOMER BOOKING TERMS

The Customer Booking Terms govern the Customer's use of booking service and the contractual relationship between the Customer and TRG.

This Procedure explains how eligible Booking problems are administered.

82. PROVIDER COOPERATION

Providers must reasonably cooperate with legitimate technical, recordkeeping, security and safety processes under their agreement. They remain responsible for service responses and remedies. Cooperation does not require accepting an unsupported allegation or authorise TRG to independently adjudicate service disputes.

83. CANCELLATION POLICY

Apply statutory rights first and the saved lawful Provider terms, without universal notice assumptions or automatic forfeiture. Any lawful retention must be fair, with appropriate mitigation and no double compensation. Provider Service money and TRG’s fee remain separate. The Provider decides and executes service refunds; TRG handles its own service and fee.

84. POLICY VERSIONING

TRG may update this Procedure prospectively.

A later version does not automatically replace the process or legal rules applicable to an earlier Booking.

Where necessary, booking service may preserve the applicable Procedure version in the Booking's Legal Snapshot or associated records.

85. CONTACT ROUTES

Service requests and reconsideration go to the Provider through available booking controls or its published contact. TRG Booking Support or published support handles platform access, technical payment errors, its separate fee and reconsideration of its own handling. General account, website, membership or privacy matters use the appropriate general support route. For immediate danger, contact emergency services or the competent authority.

86. CONTACT DETAILS

The Right Guy Ltd 3rd Floor 86–90 Paul Street London EC2A 4NE United Kingdom

Company number: 16425623 VAT number: 495353361 ICO registration number: ZB924668

Current electronic contact and support routes are published through The Right Guy website.