Marketplace terms

eServUK Marketplace terms

Last updated: 23 August 2026 · Marketplace terms version 2026-08-23

About these terms

These terms govern use of the eServUK Marketplace website and mobile account journeys operated by ESERVUK LIMITED, company number 14070501. They also explain the boundary between Marketplace jobs and the separate historical Get Help enquiry service.

Accounts and account security

Marketplace users must provide accurate account information, keep authentication credentials secure and use the account only for lawful repair-related activity. Do not share passwords or authentication tokens. eServUK may restrict or suspend access where reasonably necessary to protect users, investigate misuse, enforce Marketplace rules or comply with legal obligations.

Creating an account records the current version of these terms and the Privacy Notice acknowledged during registration. Privacy acknowledgement is not consent to unrelated marketing.

Customer repair jobs

Customers can create private Home Repair or Tech Repair jobs containing a service category, description, postcode, preferred timing and optional photographs. Job information must be accurate enough for the Marketplace purpose and must not include unnecessary sensitive information, payment-card details, passwords or unlawful content.

Posting a Marketplace job is not a guarantee that a professional will respond, that any offer will be suitable or that work will be completed. Customers remain responsible for assessing the offers and information available before selecting a professional.

Professional applications and approval

A professional account begins as an application for review. Registration does not itself mean that eServUK has approved, vetted, verified, endorsed or guaranteed a professional. Professionals must describe their business, services, experience and coverage honestly and must not claim qualifications, insurance, registrations or other evidence they do not hold.

Only an approved professional profile can become eligible for Marketplace opportunities. Approval may be limited to the service scope reviewed by eServUK and may later be suspended where operational or safety concerns require it.

Offers and professional selection

Eligible professionals can submit offers containing price, proposed timing and a customer-facing message. An offer should describe the professional's genuine proposal and any important assumptions or conditions. Customers can compare the offers actually submitted and select one professional for a V1 job.

eServUK does not guarantee that the lowest-priced offer is best, that every eligible professional will see or respond to a job, or that an offer remains appropriate if material job information later changes.

Private communications and conduct

After the Marketplace rules permit communication, the customer and selected professional can use the private job conversation. Users must not use Marketplace messaging for harassment, spam, fraud, illegal activity, unsafe instructions or attempts to compromise the service. Messages are part of the job record and may be available to authorised Operations personnel where necessary for support, safety or dispute handling.

Payments through Stripe

Where payment is enabled for a job, eServUK uses Stripe-supported payment collection. The customer is shown the amount derived from the selected offer before being sent to Stripe Checkout. A browser or app redirect does not prove that payment succeeded; eServUK records payment success only after verified server-side Stripe reconciliation.

eServUK does not store payment-card numbers or card security codes. Stripe processes payment information under Stripe's own terms and privacy arrangements.

Commission and provider share

The Marketplace architecture supports eServUK receiving the customer payment, recording the configured platform commission and recording the remaining provider share for later release to the selected professional. Completion of a job and release of the provider share are separate events.

Commission configuration, payout timing, Stripe-fee allocation, cancellation, refund, reversal, dispute and VAT or tax treatment must be expressly approved and configured before the corresponding live production behaviour is enabled. eServUK does not represent an unresolved commercial rule as active simply because the software contains a possible payment status.

Cancellation, support and disputes

The current Marketplace workflow can allow a customer to request operational support during an active paid job. A support request can place the job into a controlled disputed state for Operations review, but that state does not itself promise or automatically perform a refund, payment reversal, provider transfer or final adjudication.

Nothing in these terms removes consumer or other statutory rights that cannot lawfully be excluded. Transaction-specific cancellation, refund or other mandatory information must be provided where required before live paid production use is enabled.

Completion and reviews

A selected professional can submit completion information when the controlled job lifecycle permits it. The customer can then confirm completion or request support. A customer review is available only for an eligible completed job and is associated with the selected professional. Reviews must reflect genuine experience and must not be fabricated, manipulated or self-authored.

Safety and regulated work

eServUK is not an emergency service. Marketplace use is not a substitute for emergency services, manufacturer safety instructions, competent professional assessment or legally required specialist work. Users must follow appropriate safety guidance and must not use a routine Marketplace job as a way to delay action on an immediate danger.

The separate Get Help enquiry service

The historical Get Help form is a separate manual-review enquiry path for deliberately enabled services. A Get Help enquiry is not a Marketplace job, confirmed booking, quotation, professional assignment or guarantee of availability or response time. Its current service and safety boundaries remain separate from Marketplace account functionality.

Platform availability and changes

eServUK may update, correct, restrict or temporarily withdraw features for maintenance, safety, security, legal or operational reasons. The service is being released in controlled stages, and not every described capability is necessarily available for every account, service or transaction at the same time.

Liability

Nothing in these terms excludes liability that cannot lawfully be excluded. Subject to that boundary, eServUK does not guarantee uninterrupted platform availability, professional response, repair outcome, price, timing or the suitability of general public guidance for every situation.

Privacy

The Privacy Notice explains how Marketplace account, job, professional, message, payment and enquiry information is handled. The Cookie Notice explains website session and browser technology.

Changes to these terms

eServUK will identify the current Marketplace terms version when material terms change. Where a material change needs fresh agreement before an account or transaction can continue, eServUK should obtain that agreement through the relevant controlled workflow rather than treating earlier acceptance as agreement to unrelated future terms.