Website Terms & Conditions

THE RIGHT GUY LTD

WEBSITE TERMS AND CONDITIONS — VERSION 3

Effective date: 5 October 2026

Last updated: 4 October 2026

These Website Terms and Conditions govern access to and use of The Right Guy website and platform.

They apply to visitors, registered users, Customers and Providers except where a more specific agreement applies to a particular service or feature.

Please read these Terms before using the platform.

1. ABOUT THE RIGHT GUY

The platform 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.

2. WHAT THE RIGHT GUY IS

The Right Guy operates an online marketplace and directory intended to help people discover and interact with independent service Providers.

Depending on the functionality available, the platform may enable activities including:

• searching for Providers;
• viewing Provider profiles;
• contacting Providers;
• submitting enquiries;
• receiving or exchanging messages;
• viewing reviews;
• viewing Trust Profile information;
• viewing qualifications, accreditations or awards;
• viewing Special Offers;
• creating or managing a Provider profile;
• purchasing Provider membership;
• accessing Provider dashboard functionality;
• using Booking V2;
• receiving Local Updates where subscribed; and
• using other features introduced by TRG.

Availability of a feature may depend on account type, membership, location, service category, eligibility or technical availability.

3. THE RIGHT GUY IS A MARKETPLACE

Unless expressly stated otherwise, Providers appearing on The Right Guy are independent persons or businesses.

TRG does not employ them merely because they:

• have a profile;
• pay for membership;
• use Booking V2;
• hold a verification badge;
• receive enquiries;
• communicate through the platform; or
• otherwise use TRG.

The Provider remains responsible for the services it offers and supplies.

4. CONTRACTS WITH PROVIDERS

Unless TRG expressly states that it is supplying a particular service itself, the contract for an underlying Provider Service is between the Customer and the relevant Provider.

TRG is not automatically a party to that underlying service contract.

A Customer enquiry, message or contact request does not itself necessarily create a contract with the Provider.

Where Booking V2 is used, the Booking-specific legal documents determine when relevant contractual commitments arise.

5. WHO MAY USE THE PLATFORM

A person creating an account or entering a contract through the platform must:

• be at least 18 years old;
• have legal capacity to enter the relevant agreement;
• provide materially accurate information; and
• use the platform lawfully.

A person acting for a company, partnership or another person confirms that they have appropriate authority to do so.

Some Provider Services may have additional age, licensing, qualification, location or eligibility requirements.

6. UNITED KINGDOM PLATFORM

The Right Guy is primarily intended to connect Customers and service Providers in the United Kingdom.

The fact that the website may technically be accessible elsewhere does not mean that every feature, service, legal arrangement or Provider is available outside the United Kingdom.

7. ACCOUNTS

Certain features require an account.

Users must provide information that is materially accurate and reasonably current.

A user must not:

• create an account using another person's identity without authority;
• knowingly provide materially false account information;
• impersonate another person or business;
• transfer an account in a misleading or unauthorised manner; or
• use an account for unlawful purposes.

8. ACCOUNT SECURITY

Users are responsible for taking reasonable steps to protect:

• passwords;
• authentication methods;
• devices;
• account access; and
• other security credentials.

Suspected unauthorised access, impersonation or account compromise should be reported to TRG as soon as reasonably practicable.

TRG may require reasonable security or verification steps before restoring or changing access.

9. CUSTOMER AND PROVIDER ROLES

An account may have functionality associated with being a Customer, Provider or both where supported.

Being a Customer does not automatically give access to Provider functions.

Access to Provider functions may require:

• creation of a Provider profile;
• additional information;
• applicable verification;
• membership or feature eligibility;
• acceptance of relevant Provider terms; or
• other reasonable requirements.

A Provider may separately use the platform as a Customer.

10. PROVIDER RESPONSIBILITY

Providers are responsible for their own businesses and Provider Services.

This includes responsibility, where applicable, for:

• service quality;
• workmanship;
• employees and subcontractors;
• professional obligations;
• licences;
• registrations;
• insurance;
• health and safety;
• tax;
• VAT;
• consumer-law obligations;
• representations made to Customers;
• quotations and prices;
• legal compliance; and
• handling Customer information lawfully.

TRG does not assume these responsibilities merely by allowing a Provider to use the platform.

11. PROVIDER PROFILES

Providers may publish information through their profiles.

Depending on functionality, this may include:

• business name;
• description;
• service categories;
• service areas;
• photographs;
• contact information;
• website;
• qualifications;
• accreditations;
• awards;
• insurance information;
• professional registrations;
• reviews;
• Trust Profile information;
• Special Offers; and
• other business information.

Providers are responsible for ensuring information they publish is lawful, accurate and not misleading.

12. CHANGES TO PROVIDER INFORMATION

Providers should update material profile information when it changes.

TRG may request correction, clarification or removal where information appears:

• inaccurate;
• misleading;
• unlawful;
• outdated in a materially significant way;
• inconsistent with evidence supplied;
• infringing;
• fraudulent; or
• contrary to platform rules.

13. LISTING DOES NOT MEAN ENDORSEMENT

Acceptance or publication of a Provider profile does not, by itself, mean that TRG:

• recommends the Provider;
• guarantees the Provider;
• guarantees workmanship;
• guarantees availability;
• guarantees qualifications remain current;
• guarantees regulatory compliance;
• guarantees insurance coverage;
• guarantees suitability for a particular Customer; or
• guarantees future conduct.

Customers remain responsible for deciding whether a Provider is suitable for their requirements.

This does not remove TRG's responsibility for representations TRG itself makes.

14. SERVICE CATEGORIES

The Right Guy may organise Providers into categories and subcategories to assist discovery.

Category placement is an organisational tool.

It does not necessarily mean that TRG has legally classified the Provider's service for every regulatory, tax, professional or consumer-law purpose.

Providers remain responsible for ensuring that the categories and descriptions they select do not materially mislead Customers.

15. SEARCH AND RANKING

TRG may determine the order in which Provider profiles or other content appear using relevant ranking factors.

Depending on the search or feature, factors may include matters such as:

• relevance to the search;
• service category;
• location or service area;
• profile information;
• availability of relevant features;
• membership or paid prominence where applicable;
• Trust Profile information;
• review-related information;
• platform activity or completeness where legitimately used; and
• technical or quality signals used by the applicable ranking system.

TRG does not guarantee any Provider a particular search position.

The precise operation of ranking systems may change as the platform develops.

Where law requires information about the main parameters materially determining ranking, TRG will provide appropriate transparency.

16. PAID VISIBILITY

Some Provider memberships or paid features may affect visibility or provide additional promotional functionality.

Where content is sponsored, promoted or materially ranked because of payment, TRG will provide appropriate transparency where required.

Payment does not convert a Provider into a TRG-approved or guaranteed Provider.

It also does not guarantee:

• enquiries;
• bookings;
• revenue;
• customers;
• reviews;
• business success; or
• a permanent search position.

17. MEMBERSHIPS

TRG may offer Provider membership plans, including free and paid options.

Current:

• features;
• prices;
• VAT treatment;
• billing periods;
• payment obligations;
• renewal information;
• cancellation arrangements; and
• plan limitations

will be presented through the applicable membership or checkout interface.

Those current transaction-specific details form part of the relevant membership arrangement.

TRG does not guarantee that the same plans, prices or features will remain available indefinitely.

18. MEMBERSHIP FEATURES

Membership may affect access to particular Provider features.

Features may be introduced, improved, replaced or withdrawn subject to:

• the membership arrangement;
• applicable consumer or contract law;
• reasonable notice where required; and
• any rights arising from a material contractual change.

A membership does not guarantee a commercial outcome.

19. PAID MEMBERSHIP PURCHASES

Before a paid membership is purchased, TRG should present the material transaction information required by applicable law.

Where a payment obligation is created, the checkout should make that obligation clear before the Provider commits.

Providers should check:

• plan selected;
• price;
• VAT;
• billing period;
• renewal terms;
• cancellation terms; and
• included functionality

before purchasing.

20. MEMBERSHIP RENEWAL

Where a membership renews automatically, the renewal arrangement must be disclosed through the applicable purchase process.

TRG will administer renewals in accordance with the membership arrangement and applicable law.

A user should not assume that deleting a profile, ceasing to use the website or ignoring the account automatically cancels a recurring paid membership.

The applicable cancellation process should be used.

21. UPGRADES AND DOWNGRADES

Where supported, Providers may be able to upgrade or downgrade their membership.

The applicable interface should show the effect of the change, including relevant:

• price;
• timing;
• billing;
• VAT; and
• feature consequences.

TRG will not rely on these Website Terms to invent a proration or billing rule that was not presented through the applicable transaction.

22. MEMBERSHIP CANCELLATION

Paid membership cancellation is distinct from:

• deleting an account;
• deactivating a Provider profile;
• disabling Booking V2; or
• cancelling an individual Booking.

The applicable membership interface or terms govern membership cancellation.

Nothing in this clause removes statutory cancellation rights where they apply.

23. TRUST PROFILES

TRG may provide Trust Profile functionality intended to display checks or information relevant to a Provider.

Depending on availability, this may include checks relating to:

• email;
• phone;
• company information;
• website ownership;
• insurance;
• qualifications;
• professional registration;
• membership;
• business information;
• identity where introduced;
• or other verification categories.

TRG should identify what a particular check or badge actually represents.

24. VERIFICATION DOES NOT GUARANTEE A PROVIDER

A verification badge or Trust Profile result means only what the relevant verification process states.

Unless expressly stated otherwise, it does not guarantee:

• quality;
• competence;
• honesty;
• financial stability;
• continuing insurance;
• continuing registration;
• regulatory compliance;
• Customer satisfaction;
• future conduct; or
• suitability for a particular job.

A check reflects information available or verified through the applicable process at the relevant time.

25. EXPIRING OR CHANGING CREDENTIALS

Qualifications, insurance, registrations, memberships and other credentials can expire, be suspended or change.

Providers must not knowingly continue to represent an expired or invalid credential as current.

TRG may remove, amend, suspend or request reverification of verification information where appropriate.

Customers should make additional checks where a credential is particularly important to the service they require.

26. VERIFICATION FEES

TRG may charge a fee for certain verification services or Trust Profile functionality.

Any applicable fee and VAT will be shown before purchase.

Payment for verification does not purchase a favourable verification result.

A Provider cannot lawfully obtain a positive badge merely by paying where the underlying check is not satisfied.

27. ACCREDITATIONS AND AWARDS

Providers may be able to display genuine accreditations, memberships or awards.

Providers must have a lawful basis to use any relevant name, logo or mark and must not imply:

• accreditation they do not hold;
• membership that has expired;
• an award they did not receive; or
• endorsement beyond what the issuing organisation actually provides.

TRG may request supporting information or remove misleading claims.

28. REVIEWS

Reviews should reflect a genuine experience or interaction relevant to the Provider.

Users must not submit reviews that are knowingly:

• fabricated;
• materially misleading;
• impersonated;
• unlawfully incentivised;
• maliciously manipulated;
• spam;
• promotional content disguised as independent feedback; or
• otherwise unlawful.

29. REVIEW CONTENT

A reviewer remains responsible for the content submitted.

Reviews must not improperly contain:

• unlawful threats;
• harassment;
• discriminatory abuse;
• knowingly false factual allegations;
• unnecessary third-party personal information;
• infringing material; or
• other unlawful content.

Negative reviews are not prohibited merely because a Provider disagrees with them.

30. REVIEW MODERATION

TRG may use reasonable measures to investigate or moderate reviews.

Depending on the circumstances, TRG may:

• request information;
• restrict publication;
• remove prohibited material;
• remove a review;
• correct technical presentation;
• restrict review functionality; or
• take other proportionate action.

TRG must not suppress a genuine negative review merely because the Provider pays for membership.

31. REVIEW AUTHENTICITY

TRG may use platform records and other proportionate information to assess whether a review appears connected with a genuine experience.

A review remaining online does not mean TRG independently guarantees every statement in it.

Likewise, removal of a review does not necessarily mean every disputed statement was false.

32. ENQUIRIES

Customers may be able to contact or send enquiries to Providers.

An enquiry is generally a request for contact or information.

Unless the circumstances clearly create a contract, sending an enquiry does not itself mean:

• the Provider accepted the work;
• the Customer must purchase;
• a Booking exists;
• a quoted price has been agreed; or
• TRG guarantees a Provider will respond.

33. ENQUIRY INFORMATION

Customers should provide materially accurate information needed for the Provider to understand the enquiry.

Providers receiving enquiry information may use it only for lawful purposes connected with responding to the enquiry or another appropriate lawful purpose.

Enquiry information must not be misused for unrelated harassment, unlawful marketing or unauthorised disclosure.

34. PROVIDER RESPONSES

Providers remain responsible for statements they make in response to enquiries.

This includes responsibility for:

• quotations;
• estimated prices;
• availability;
• timescales;
• qualifications;
• service descriptions;
• guarantees offered by the Provider; and
• other representations.

Unless TRG expressly makes a representation itself, Provider statements are not representations by TRG.

35. MESSAGING

Where internal messaging is available, it must be used lawfully.

Users must not use messaging to:

• harass;
• threaten;
• defraud;
• spam;
• distribute malware;
• send unlawful material;
• obtain information deceptively;
• impersonate others; or
• interfere with platform security.

TRG may take proportionate action concerning misuse.

36. COMMUNICATION OUTSIDE THE PLATFORM

Customers and Providers may communicate outside TRG where contact functionality permits.

TRG cannot guarantee or control communications occurring outside its systems.

Where a dispute later occurs, off-platform communications may be harder for TRG to verify unless relevant information is supplied.

37. SPECIAL OFFERS

Providers may publish Special Offers where functionality is available.

A Provider is responsible for ensuring that an offer is:

• genuine;
• lawful;
• not misleading;
• sufficiently clear; and
• honoured according to its stated terms.

Material conditions should be disclosed, including where relevant:

• eligibility;
• expiry;
• exclusions;
• location;
• availability;
• minimum spend; or
• other significant restrictions.

38. MISLEADING OFFERS

TRG may remove or restrict an offer that appears:

• false;
• materially misleading;
• expired but presented as current;
• fraudulent;
• unlawful; or
• inconsistent with platform rules.

Publication of an offer does not constitute TRG endorsement.

39. BOOKING V2

Where Booking V2 is available, it is subject to specific Booking V2 legal documents.

These include, as applicable:

• Customer Booking Terms;
• Provider Booking V2 Agreement;
• Cancellation & Refund Policy; and
• Booking Resolution & Complaints Procedure.

Those documents take priority over these Website Terms where they specifically govern the same Booking V2 matter.

40. SEPARATE BOOKING V2 CONTRACTS

Booking V2 may involve:

1. a Provider Service contract between Customer and Provider; and

2. a separate Booking V2 service supplied by TRG.

The Provider Service Amount and TRG Booking Fee must remain legally and financially distinct.

These Website Terms do not override that architecture.

41. BOOKING V2 CANCELLATION AND REFUNDS

Booking V2 cancellations and refunds are governed by the applicable Booking documents.

In particular:

• statutory rights come first;
• the standard contractual cancellation point is 24 hours where applicable;
• the 24-hour point is not an automatic cancellation charge;
• Deposits are not automatically forfeited;
• No-shows do not automatically forfeit every amount;
• fair Provider loss and reasonable mitigation may need to be assessed;
• double compensation is not permitted; and
• Provider Service money and the TRG Booking Fee are assessed separately.

42. BOOKING RESOLUTION CENTRE

Eligible Booking disputes may be administered through the Booking Resolution Centre.

Reporting a problem does not automatically:

• cancel the Booking;
• issue a refund;
• establish fault; or
• determine legal liability.

The Resolution Centre is an internal platform-administration process and is not a court or accredited ADR body merely because TRG assesses a Booking dispute.

43. USER CONTENT

Users may submit content including:

• profile text;
• photographs;
• logos;
• documents;
• reviews;
• messages;
• offers;
• accreditation information;
• evidence;
• and other material.

Users remain responsible for ensuring they have the rights and lawful basis necessary to submit that content.

44. USER CONTENT OWNERSHIP

Users retain ownership of intellectual-property rights they hold in their content.

Submitting content does not transfer ownership to TRG merely because the content appears on the platform.

45. LICENCE TO OPERATE THE PLATFORM

By submitting content, the user grants TRG a non-exclusive, royalty-free licence, for so long as reasonably necessary for the relevant purposes, to:

• host;
• store;
• reproduce;
• technically modify;
• resize;
• format;
• display;
• communicate; and
• otherwise use

the content as reasonably necessary to operate, secure, administer and improve the platform and to display or appropriately promote the user's relevant listing, offer or activity.

Any materially broader use requires an appropriate legal basis.

46. CONTENT REMOVAL

TRG may remove, restrict or disable content where reasonably necessary because it:

• breaches these Terms;
• appears unlawful;
• infringes third-party rights;
• creates a security risk;
• contains malware;
• is fraudulent or misleading;
• unlawfully exposes personal information;
• is technically harmful; or
• must be restricted to comply with legal obligations.

Action should be proportionate to the circumstances.

47. THE RIGHT GUY INTELLECTUAL PROPERTY

TRG and its licensors retain rights in protected material including, where applicable:

• The Right Guy name and branding;
• original website content;
• software;
• code;
• databases;
• layouts;
• platform design;
• graphics;
• functionality; and
• other proprietary material.

Third-party rights remain with their respective owners.

48. PERMITTED USE

Users may use the website for its intended lawful purposes.

Normal browsing, searching, account use, Provider administration and other functionality made available through the interface are permitted subject to these Terms and applicable law.

49. SCRAPING AND AUTOMATED ACCESS

Users must not unlawfully:

• scrape;
• harvest;
• copy databases;
• systematically extract content;
• bypass technical controls;
• overload systems;
• reverse engineer protected functionality; or
• use automated access in a manner that infringes TRG or third-party rights.

This clause does not prohibit activity that TRG has expressly authorised or that cannot lawfully be restricted.

50. PROHIBITED CONDUCT

Users must not use TRG to engage in:

• fraud;
• impersonation;
• fake reviews;
• unlawful business claims;
• malicious manipulation;
• malware distribution;
• unauthorised system access;
• security interference;
• unlawful harassment;
• unlawful discrimination;
• infringement of intellectual-property rights;
• unlawful disclosure of personal information;
• deceptive activity; or
• other unlawful or materially abusive conduct.

51. PLATFORM SECURITY

Users must not knowingly attempt to:

• bypass authentication;
• exploit vulnerabilities;
• interfere with another account;
• obtain unauthorised data;
• disrupt availability;
• circumvent security controls; or
• use TRG systems to attack another system.

TRG may take reasonable security action to protect users and the platform.

52. THIRD-PARTY WEBSITES

Provider profiles or other platform content may link to third-party websites.

Unless expressly stated otherwise, a link does not mean TRG:

• controls the external website;
• endorses all of its content;
• guarantees its security; or
• accepts responsibility for its separate terms or privacy practices.

Users should assess third-party websites independently.

53. THIRD-PARTY SERVICES AND INFRASTRUCTURE

TRG may rely on third-party providers for functionality including areas such as:

• hosting;
• payments;
• communications;
• security;
• analytics;
• email;
• SMS;
• mapping;
• and other technical services.

The use of third-party infrastructure does not remove TRG's own legal responsibilities.

Third-party services may also be subject to their own terms where applicable.

54. STRIPE AND PAYMENTS

Where Booking V2 or another eligible feature uses Stripe or Stripe Connect, payment processing may involve Stripe and connected Provider accounts.

Booking-specific payment architecture is governed by the relevant Booking V2 documents.

Nothing in these Website Terms converts Provider Service money into TRG revenue merely because payment functionality is accessed through TRG.

55. WEBSITE AVAILABILITY

TRG aims to keep the platform available but does not guarantee uninterrupted or error-free operation.

Availability may be affected by:

• maintenance;
• updates;
• security work;
• technical faults;
• hosting issues;
• third-party infrastructure;
• cyber incidents;
• internet disruption; or
• events outside reasonable control.

This does not exclude rights or remedies that cannot lawfully be excluded.

56. MAINTENANCE

TRG may carry out planned or emergency maintenance.

Where reasonably practicable and materially important, TRG may provide appropriate notice.

Emergency security or stability work may need to occur without advance notice.

57. CHANGES TO FEATURES

TRG may develop, replace, restrict or withdraw features.

Where a change materially affects a paid contractual entitlement, TRG will apply the relevant contractual terms, statutory rights and any notice or remedy required by law.

This clause does not give TRG an unrestricted right to remove paid contractual benefits without regard to those rights.

58. PRIVACY

Personal information is handled according to TRG's Privacy Policy.

Acceptance of these Website Terms does not constitute blanket consent to all processing of personal information.

Different processing activities may rely on different lawful bases.

59. COOKIES AND SIMILAR TECHNOLOGIES

Cookies and similar technologies are governed by the Cookie Policy and applicable privacy controls.

Where consent is legally required for a technology, contractual acceptance of these Terms does not replace that consent.

60. MARKETING

Consent or preference concerning marketing communications is separate from acceptance of these Website Terms.

A person must not be required to agree to unnecessary direct marketing merely to use a service where such consent is not legally necessary.

Marketing preferences may be changed using the applicable controls.

61. LOCAL UPDATES

Where Local Updates or a similar subscription service is available, users may choose to subscribe through the applicable process.

Subscription does not create an obligation on TRG to guarantee that a particular Provider, service or offer will become available.

Subscription and unsubscribe preferences should be respected according to applicable law.

62. WARNINGS AND RESTRICTIONS

TRG may issue warnings or restrict functionality where reasonably justified.

Relevant circumstances may include:

• serious or repeated breach;
• fraud;
• impersonation;
• security risk;
• unlawful content;
• manipulation;
• misuse of communications;
• materially false information;
• failure to provide reasonably required verification;
• legal or regulatory requirements; or
• other legitimate platform-protection grounds.

Action should be proportionate.

63. PROVIDER PROFILE RESTRICTION

TRG may restrict or hide a Provider profile where reasonably necessary.

This does not automatically:

• cancel existing Bookings;
• cancel a paid membership;
• erase financial obligations;
• resolve open disputes; or
• delete historical records.

Those matters must be handled according to their applicable rules.

64. BOOKING V2 SUSPENSION

Booking V2 may be separately restricted or suspended under the Provider Booking V2 Agreement.

Suspending Booking V2 does not automatically terminate the Provider's entire TRG account or erase existing Booking obligations.

65. LIVE OBLIGATIONS DURING SUSPENSION

Where an account or feature is suspended, TRG may still take steps reasonably necessary to administer:

• existing Bookings;
• cancellations;
• refunds;
• disputes;
• chargebacks;
• payments;
• legal records;
• Customer communications; and
• other outstanding obligations.

Suspension is not a mechanism for avoiding existing legal responsibilities.

66. TERMINATION

TRG may terminate access where reasonably justified by circumstances such as:

• serious breach;
• repeated material breach;
• fraud;
• significant security risk;
• unlawful use;
• serious platform abuse;
• legal requirement; or
• another legitimate ground.

Any termination must remain subject to applicable contractual and statutory rights.

67. EFFECT OF TERMINATION

Termination does not automatically erase rights or obligations that arose beforehand.

Matters that may continue include:

• payment obligations;
• refunds;
• Booking disputes;
• chargebacks;
• accounting;
• tax records;
• legal claims;
• intellectual-property rights;
• privacy obligations;
• and provisions intended by their nature to survive.

68. ACCOUNT CLOSURE

Users may request account closure through the available process.

Closing an account is not necessarily the same as:

• cancelling a membership;
• cancelling a Booking;
• withdrawing consent for every processing activity;
• deleting every legal record; or
• resolving an outstanding dispute.

These matters are administered separately.

69. RETAINED RECORDS

TRG may retain information after account closure where permitted or required for purposes including:

• legal compliance;
• accounting;
• tax;
• fraud prevention;
• payment reconciliation;
• chargebacks;
• Booking history;
• disputes;
• suppression records;
• regulatory requirements; or
• establishment, exercise or defence of legal claims.

Further information is provided in the Privacy Policy.

70. CUSTOMER STATUTORY RIGHTS

Nothing in these Terms excludes or restricts statutory rights that cannot lawfully be excluded or restricted.

Where a mandatory consumer-law rule conflicts with these Terms, the mandatory rule prevails.

71. FAIRNESS OF CONSUMER TERMS

Any term applying to a consumer must be interpreted and applied consistently with applicable fairness and transparency requirements.

TRG will not rely on these Terms to impose an unfair penalty or remove a mandatory consumer remedy.

72. TRG'S RESPONSIBILITY

TRG remains responsible for its own acts and omissions and for contractual obligations it undertakes.

TRG does not avoid responsibility merely by describing itself as a marketplace.

At the same time, TRG does not automatically become responsible for every act or omission of an independent Provider.

73. PROVIDER SERVICE RESPONSIBILITY

Providers remain responsible for their independent Provider Services.

TRG does not guarantee:

• workmanship;
• fitness for a particular Customer's purpose;
• professional advice;
• Provider attendance;
• Provider solvency;
• Customer satisfaction;
• or a particular service outcome

merely because the Provider appears on the platform.

This does not affect any specific representation or obligation expressly undertaken by TRG.

74. LIABILITY THAT CANNOT BE EXCLUDED

Nothing in these Terms excludes or limits liability where doing so would be unlawful.

This includes, where applicable, liability for:

• death or personal injury caused by negligence;
• fraud;
• fraudulent misrepresentation; and
• other liability or statutory rights that cannot legally be excluded or limited.

75. CONSUMER LIABILITY POSITION

Where the user is legally acting as a consumer in relation to TRG, any limitation of TRG's liability is subject to mandatory consumer law and fairness requirements.

Nothing in these Terms is intended to make a consumer responsible for loss caused by TRG's own unlawful conduct where the law does not permit that result.

76. BUSINESS USER LIABILITY

Where a user contracts with TRG wholly or mainly for business purposes, different legal rules may apply.

To the extent permitted by law:

• TRG is not responsible for losses that were not reasonably foreseeable consequences of its breach;
• TRG is not responsible for Provider business performance merely because the Provider uses the marketplace;
• TRG does not guarantee leads, enquiries, bookings, turnover, profit or commercial success; and
• liability remains subject to any more specific written agreement governing the relevant paid service.

Nothing in this clause excludes liability that cannot legally be excluded.

77. PROVIDER RESPONSIBILITY FOR BREACH

A Provider remains responsible for loss it unlawfully causes through matters such as:

• unlawful Provider Services;
• material breach of these Terms;
• infringement through Provider content;
• misuse of Customer information;
• Provider fraud;
• or materially false representations.

Responsibility must be assessed according to applicable law and the circumstances.

78. BUSINESS PROVIDER INDEMNITY

Where legally enforceable, a Provider acting in the course of business will be responsible for reasonable losses, liabilities, claims and costs incurred by TRG to the extent directly resulting from:

• the Provider's unlawful service;
• material breach of these Terms;
• infringement of third-party rights through Provider-supplied content;
• unlawful misuse of Customer information;
• Provider fraud; or
• a materially false Provider representation.

This does not apply to the extent that the relevant loss was caused or increased by TRG's own breach, negligence or unlawful conduct.

It is not intended to create unlimited recovery or double compensation.

79. FORCE MAJEURE

TRG will not automatically be responsible for delay or failure caused by events genuinely beyond its reasonable control to the extent permitted by law.

TRG will take reasonable steps to reduce material disruption where appropriate.

This clause does not remove statutory rights or payment/refund obligations that continue to apply despite the event.

80. COMPLAINTS

Users should use the support or complaint route appropriate to the issue.

Different routes may apply to:

• Provider Service or Booking disputes;
• Booking V2 platform problems;
• membership or account issues;
• privacy matters;
• website problems; and
• general complaints about TRG.

A complaint should contain enough information for TRG to understand the issue.

81. BOOKING COMPLAINTS

Eligible disputes between a Customer and Provider concerning a Booking should use the Booking Resolution Centre where appropriate.

Complaints specifically about TRG's administration of Booking V2 should use the relevant TRG support or complaints route.

The Booking Resolution & Complaints Procedure provides further detail.

82. EMERGENCIES AND AUTHORITIES

TRG is not an emergency service.

Immediate threats to life or safety should be reported to the appropriate emergency service.

Nothing in these Terms prevents lawful reports to:

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

83. CHANGES TO THESE TERMS

TRG may revise these Terms for reasons including:

• legal changes;
• regulatory requirements;
• security;
• technical changes;
• introduction or removal of functionality;
• clarification;
• changes to platform operation; or
• legitimate business requirements.

Changes will apply prospectively as appropriate.

84. MATERIAL CHANGES

Where a material change affects an existing contractual relationship, TRG will provide appropriate notice where required.

TRG will not treat continued website use as a universal substitute for renewed contractual acceptance.

Where law or the nature of a change requires fresh agreement, TRG will obtain appropriate acceptance.

85. DOCUMENT VERSIONING

TRG may maintain controlled versions of these Terms.

Records may include:

• document identifier;
• version;
• publication date;
• effective date;
• status;
• acceptance information where required; and
• historical copies.

A later version must not be silently substituted into a historical transaction as though it applied at an earlier time.

86. RELATIONSHIP WITH OTHER TRG DOCUMENTS

These Terms operate alongside other TRG documents including, where applicable:

• Customer Booking Terms;
• Provider Booking V2 Agreement;
• Cancellation & Refund Policy;
• Booking Resolution & Complaints Procedure;
• Privacy Policy;
• Cookie Policy;
• membership-specific terms or transaction information;
• and other feature-specific terms.

A specific document governing a particular feature or transaction ordinarily takes priority over these general Website Terms on the same subject, subject to mandatory law.

87. CONTRACTUAL ACCEPTANCE AND PRIVACY ARE DIFFERENT

Acceptance of contractual terms must remain distinct from:

• Privacy Policy transparency;
• cookie consent;
• marketing consent;
• statutory early-performance requests;
• statutory acknowledgements; and
• other legally distinct choices.

TRG must not treat one checkbox or one form of acceptance as universal consent for unrelated legal purposes.

88. ELECTRONIC COMMUNICATIONS

Users may receive contractual, transactional, security or service communications electronically where appropriate.

These communications are distinct from optional direct marketing.

Users are responsible for keeping relevant contact information reasonably current.

89. ASSIGNMENT AND TRANSFER

Users may not transfer contractual rights or obligations in a manner that unlawfully prejudices TRG or another party.

TRG may assign, transfer or subcontract rights or obligations where legally permitted.

Where a transfer materially affects consumer rights and notice or consent is legally required, TRG will comply with those requirements.

90. SEVERABILITY

If a provision of these Terms is found invalid, unlawful or unenforceable, the remaining provisions continue so far as legally possible.

Where appropriate, the affected provision should be interpreted or limited only to the extent necessary.

91. NO WAIVER

Failure or delay by TRG in exercising a right does not automatically mean that the right has been waived.

Likewise, a one-off decision not to enforce a provision does not necessarily prevent later enforcement where lawful.

92. THIRD-PARTY RIGHTS

Unless these Terms expressly state otherwise or applicable law requires otherwise, a person who is not a party to the relevant agreement does not have a contractual right to enforce these Terms.

This does not affect rights that exist independently under law.

93. ENTIRE AGREEMENT FOR BUSINESS USERS

For business users, these Terms together with any applicable feature-specific or transaction-specific terms form the relevant written agreement concerning the subject matter they govern.

This clause does not exclude liability for fraud or fraudulent misrepresentation and does not override mandatory law.

For consumers, statutory protections concerning pre-contract information and representations remain unaffected.

94. GOVERNING LAW

These Terms are governed by the law of England and Wales, subject to mandatory protections that apply to consumers.

Nothing in this clause removes mandatory legal protections available because of where a consumer lives.

95. COURTS AND JURISDICTION

For business users, the courts of England and Wales will have jurisdiction in relation to disputes arising from these Terms, subject to any mandatory rule that requires otherwise.

Consumers may bring proceedings in the courts available to them under applicable law.

In particular, these Terms are not intended to remove applicable jurisdiction rights of consumers living in Scotland or Northern Ireland.

96. NO EXCLUSIVE INTERNAL DISPUTE REQUIREMENT

A user is not required to treat TRG's internal complaint or Resolution Centre process as a substitute for a statutory external remedy.

Where law gives a Customer or Provider access to:

• court;
• card/payment remedies;
• a regulator;
• applicable ADR;
• or another competent process,

these Terms do not remove that right.

97. COMPANY 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 support and contact routes are published through The Right Guy website.

IMPORTANT WEBSITE TERMS SUMMARY

The Right Guy is an online marketplace and directory.

Providers are independent and remain responsible for the services they supply.

A Provider listing, paid membership, Trust Profile check or verification badge does not automatically mean TRG guarantees or endorses that Provider.

Customers should make their own assessment of Provider suitability.

Providers are responsible for keeping their profiles and business claims accurate and lawful.

Paid membership does not guarantee enquiries, bookings, revenue or a particular search position.

Current membership prices and included features are those clearly presented through the applicable membership and checkout process.

Trust Profile checks represent only the particular check actually carried out.

Reviews must relate to genuine experiences and must not be fabricated or manipulated.

Genuine negative reviews must not be suppressed merely because a Provider pays TRG.

Provider Special Offers must be genuine, lawful and clear.

An enquiry does not automatically create a Booking or service contract.

Booking V2 has its own legal framework. The Customer Booking Terms, Provider Booking V2 Agreement, Cancellation & Refund Policy and Booking Resolution & Complaints Procedure take priority where they specifically govern a Booking V2 matter.

Provider Service money and the TRG Booking Fee remain separate.

Users retain ownership of their own content while giving TRG the limited rights reasonably needed to operate and appropriately promote the platform.

TRG may take proportionate action against fraud, impersonation, fake reviews, security attacks and other unlawful or materially abusive conduct.

Suspending or deleting an account does not erase existing Bookings, refunds, disputes, payments or records that must lawfully be retained.

Privacy, cookies, marketing consent and contractual acceptance are legally distinct.

Nothing in these Terms removes mandatory consumer rights.

Material contractual changes will not rely universally on "continued use means acceptance."

TRG remains responsible for its own obligations but does not automatically become responsible for every act of an independent Provider.

TRG's internal complaint and Resolution Centre processes do not replace external statutory rights.

Historical legal versions and transaction records must not be silently rewritten. Document 5