This policy outlines the terms and conditions for customers using the ServiceSync platform to book home maintenance services. For details on our satisfaction guarantee, please see our Satisfaction Guarantee Policy.

1. DEFINITIONS AND INTERPRETATION

In these Terms and Conditions, unless the context otherwise requires:

"Account" means your customer account on the Platform.
"Customer" means you, the person or entity booking Services through the Platform.
"Platform" means the ServiceSync website and associated mobile applications.
"Service Provider" means the independent contractor who performs the Services.
"Services" means the home maintenance services booked through the Platform, including but not limited to window cleaning, gutter maintenance, lawn care, and pressure washing.
"ServiceSync", "we", "us", "our" means ServiceSync Operations Ltd, company number 16895802, registered office at Kingsway House, 40 Foregate Street, Worcestershire, WR1 1EE.
"Terms" means these terms and conditions.

2. ACCEPTANCE OF TERMS

2.1 By creating an Account, booking Services, or using the Platform, you agree to be bound by these Terms.

2.2 If you do not agree to these Terms, you must not use the Platform or book any Services.

2.3 We may update these Terms from time to time. Continued use of the Platform after changes constitutes acceptance of the updated Terms.

3. THE PLATFORM AND SERVICE DELIVERY

3.1 ServiceSync operates a technology platform connecting Customers with carefully vetted, independent Service Providers for home maintenance services.

3.2 Service Providers are independent contractors who operate their own businesses and carry their own public liability and professional indemnity insurance. They are not employees or agents of ServiceSync.

3.3 ServiceSync does not physically perform the Services but takes responsibility for service quality, customer satisfaction, and the overall customer experience through our vetting procedures, quality standards, and complaint resolution processes.

3.4 When you book a Service through the Platform, ServiceSync is responsible to you for ensuring the Service is delivered to an acceptable standard.

4. ACCOUNT REGISTRATION

4.1 You must provide accurate, current, and complete information when creating an Account.

4.2 You are responsible for maintaining the confidentiality of your Account credentials.

4.3 You must notify us immediately of any unauthorised use of your Account.

4.4 You must be at least 18 years old to create an Account and book Services.

5. BOOKING SERVICES

5.1 All bookings are subject to Service Provider availability.

5.2 When you book a Service, you agree to:

Provide accurate property details and access information;
Be available at the scheduled time or provide appropriate access arrangements;
Pay the agreed price for the Service;
Ensure safe working conditions for the Service Provider.

5.3 You must provide accurate information about your property type, size, condition or any other relevant details when booking. The quoted price is based on the information you provide and assumes a standard property of that type.

5.4 If the Service Provider attends and finds that the property materially differs from the information you provided at booking (including but not limited to property size, extent of outdoor areas, or condition requiring additional or specialist work), the Service Provider may:

(a) Offer to complete the work at an adjusted price reflecting the actual property; or
(b) Offer to complete the work at the original price but with the standard scope; or
(c) Decline to proceed.

If the Service Provider declines to proceed due to materially inaccurate information provided by you, this will be treated as a completed booking and either the full booking value will be charged or a callout charge of £95 will apply (whichever is the lesser).

5.5 Service prices assume standard property specifications for the property type selected. Reasonable variations within normal parameters are included in the quoted price.

5.6 You warrant that you have all necessary rights, permissions, and legal authority to:

(a) Request the Services at the property;
(b) Grant access to the Service Provider to all areas where work is to be performed;
(c) Permit the Service Provider to access the property via any necessary route, including across neighbouring land where required.

If access requires entry onto third-party property, you must obtain all necessary permissions in advance. The Service Provider is not obligated to proceed if access requires trespass or is unsafe.

5.7 Where Services require water, electricity, or other utilities, you must ensure these are available and accessible. If utilities are not available, the Service Provider may decline to proceed or charge for additional time and expenses.

5.8 You must inform us at the time of booking of any:

Known hazards or safety concerns at the property;
Access difficulties or restrictions;
Any other circumstances that might affect the Service Provider's ability to complete the work safely and efficiently.

The Service Provider may decline to proceed or charge additional fees if undisclosed hazards or difficulties are encountered.

5.9 If you have dogs or other animals that could interfere with or pose a risk to the Service Provider, you must secure them appropriately during the service. The Service Provider may decline to proceed if animals cannot be safely secured.

5.10 Additional Work Requests

The Service you book covers only the work specified in your booking. Service Providers are not obligated to perform additional work beyond the agreed scope. If you require additional services:

(a) These must be booked separately through the Platform; or
(b) The Service Provider may, at their sole discretion, agree to perform minor additional work for an additional charge agreed before commencing that work.

Payment for any additional work agreed on-site must be processed through the Platform.

6. PRICING AND PAYMENT

6.1 All prices displayed on the Platform include VAT at the applicable rate.

6.2 Payment details must be provided at the time of booking.

6.3 Payment will be processed automatically either when the customer confirmes the job is complete, or 24 hours after the Service has been delivered.

6.4 We accept payment by debit card, credit card, and other payment methods as displayed on the Platform.

6.5 ServiceSync uses secure third-party payment processors. We do not store your full payment card details.

6.6 We reserve the right to change prices at any time, but price changes will not affect bookings already confirmed.

7. CANCELLATIONS AND RESCHEDULING

7.1 You may cancel or reschedule a booking through your Account subject to the following notice periods:

Cancellations with more than 48 hours' notice: Full refund
Cancellations with 24-48 hours' notice: Lesser of £95 or 50% charge
Cancellations with less than 24 hours' notice: Lesser of £95 or 100% charge

7.2 ServiceSync may cancel or reschedule Services due to Service Provider unavailability, adverse weather conditions, or other circumstances beyond our reasonable control. In such cases, we will offer a full refund or alternative date.

7.3 Rescheduling is subject to Service Provider availability.

8. SERVICE DELIVERY

8.1 Service Providers will make reasonable efforts to arrive within the scheduled time slot.

8.2 If the Service Provider cannot access the property due to inadequate access information or unavailability, this will be treated as a completed booking and full payment will be required.

8.3 Service Providers will photograph the work before and after completion for quality assurance purposes.

8.4 You will have access to Service documentation and photographs through your Account.

8.5 Service Providers will photograph the property before commencing work to document its condition. This protects both you and the Service Provider by providing a clear record of any pre-existing damage or defects. We may analyse those photos to improve our services and ensure quality standards are met, as well as use them to establish other services that may be relevant to you.

9. QUALITY AND COMPLAINTS

9.1 ServiceSync is committed to high-quality service delivery. We carefully vet all Service Providers and monitor performance standards.

9.2 If you are dissatisfied with a Service or if damage occurs, you must report this through the Platform within 7 days of service completion.

9.3 We will investigate all complaints promptly. Where a complaint is upheld, we will offer an appropriate remedy, which may include:

(a) Re-performance of the Service at no additional cost;
(b) Repair or compensation for any damage caused;
(c) Partial or full refund;
(d) Other reasonable remedy as appropriate to the circumstances.

9.4 For damage claims, we may require:

(a) Photographic evidence of the damage;
(b) Reasonable access to assess the damage;
(c) The opportunity to arrange repairs through our approved suppliers and contractors.

9.5 Where damage is claimed, we reserve the right to:

(a) Obtain an independent assessment before agreeing remedial action or compensation;
(b) Review Service Provider documentation including photographs taken before and during the Service;
(c) Inspect the alleged damage within a reasonable timeframe;
(d) Decline claims where evidence suggests the damage pre-existed the Service or was not caused by the Service Provider.

9.6 Our liability for any damage claims is subject to the limitations set out in clause 10.

10. LIABILITY AND INSURANCE

10.1 Nothing in these Terms excludes or limits our liability for:

(a) Death or personal injury caused by negligence;
(b) Fraud or fraudulent misrepresentation;
(c) Any other liability that cannot be excluded or limited by English law.

10.2 ServiceSync maintains appropriate insurance cover for the Services provided through the Platform.

10.3 All Service Providers carry public liability insurance (minimum £2 million) and professional indemnity insurance where applicable.

10.4 Subject to clause 10.1, our total liability to you for any loss or damage arising from a single Service or incident shall not exceed the value of service plus £10,000.

10.5 Subject to clause 10.1, we shall not be liable for:

(a) Loss of profits, revenue, business, or anticipated savings;
(b) Loss or corruption of data;
(c) Indirect or consequential losses;
(d) Any losses arising from your failure to provide accurate property information or safe working conditions.

10.6 Property Damage Claims:

(a) If property damage occurs during service delivery, you should report this to us immediately through the Platform;
(b) We will investigate all damage claims and, where appropriate, arrange repairs or compensation;
(c) Claims will be handled in accordance with our complaints procedure set out in clause 9.

11. YOUR RESPONSIBILITIES

11.1 You agree to:

Provide accurate and complete property information;
Ensure safe working conditions and access for Service Providers;
Inform us of any hazards or unusual property conditions;
Treat Service Providers with respect and courtesy;
Comply with all applicable laws and regulations.
Not request additional services beyond the scope of your booking unless agreed in advance through the Platform;

11.2 You must not use the Platform for any unlawful purpose or in any way that could damage, disable, or impair the Platform.

11.3 You acknowledge that the Service Provider has the right to decline to perform or continue performing Services where:

(a) Safe working conditions cannot be maintained;
(b) Access to the property is inadequate, unsafe, or requires trespass;
(c) The property condition presents unreasonable risk or requires specialist equipment not included in the standard service;
(d) Compliance with the service specification is impossible due to undisclosed circumstances.

In such cases, you may be charged for the Service Provider's time and travel expenses at ServiceSync's reasonable discretion.

12. DATA PROTECTION

12.1 We collect and process your personal data in accordance with our Privacy Policy, available on the Platform.

12.2 By using the Platform, you consent to the processing of your personal data as described in our Privacy Policy.

12.3 We share necessary information with Service Providers to enable them to perform the Services, including your name, address, contact details, and property access information.

13. INTELLECTUAL PROPERTY

13.1 All intellectual property rights in the Platform and its content belong to ServiceSync or our licensors.

13.2 You may use the Platform only for booking Services in accordance with these Terms.

13.3 You must not copy, modify, distribute, or create derivative works from any content on the Platform without our express written permission.

14. TERMINATION

14.1 You may close your Account at any time by contacting customer support.

14.2 We may suspend or terminate your Account immediately if you breach these Terms or if we reasonably believe you have engaged in fraudulent or unlawful activity.

14.3 Termination does not affect any rights or obligations that arose before termination.

15. GENERAL

15.1 These Terms constitute the entire agreement between you and ServiceSync regarding the Platform and Services.

15.2 If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

15.3 Our failure to enforce any provision of these Terms shall not constitute a waiver of that provision.

15.4 These Terms are governed by English law and the courts of England and Wales shall have exclusive jurisdiction.

15.5 You may not assign or transfer your rights under these Terms without our prior written consent.

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