Terms of Service

Select&Pay is an online marketplace that connects customers seeking home, property, and trade services (“Customers”) with independent, verified service providers (“Suppliers”). Our platform covers a wide range of service categories, including but not limited to:

Skip Hire • Scaffolding • Man & Van • Garden Clearance • Window Cleaning • Gutter Cleaning • Pressure / Jet Washing • Carpet Cleaning • Oven Cleaning • End of Tenancy Cleaning • Rubbish Removal • Fence Installation • Lawn Mowing • Locksmith • Handyman • Pest Control • Drain Unblocking • Car Wash • Plumbing • Electrical • Barber / Hairdresser (Home Visits)

We act as an intermediary marketplace facilitator and are not ourselves a provider of any of the above services. The contract for the provision of services is formed directly between the Customer and the Supplier. Select&Pay facilitates the booking, payment, communication, and dispute resolution process but is not a party to the service contract between Customer and Supplier.

You must be at least 18 years of age to use Select&Pay. By using our platform, you confirm that you are 18 or older and have the legal capacity to enter into binding contracts.

If you are registering as a Supplier, you confirm that you are a legitimately operating business, hold all necessary licences and permits required by law for your trade (including, where applicable, waste carrier licences, Gas Safe registration, NICEIC/NAPIT certification, or other relevant accreditations), and have the authority to bind your business to these Terms.

When placing a booking through Select&Pay, Customers agree to:

• Provide accurate service address, contact details, and access information.
• Ensure the service location is safe and accessible for the Supplier.
• Obtain any necessary permits before the service date (e.g., road permits for skip placement on public highways).
• Not request services that are illegal, unsafe, or outside the scope of the Supplier’s listed capabilities.
• Be present or make arrangements for access at the agreed service time.
• Provide an accurate description of the work required, including photographs where requested.
• Not place prohibited waste in skips or containers (including hazardous materials, asbestos, tyres, batteries, electrical items, or clinical waste).

Suppliers registered on Select&Pay agree to:

• Maintain all required licences, insurance, and permits throughout their registration.
• Hold valid public liability insurance with a minimum cover of £2 million (£5 million recommended) and provide proof upon request.
• Honour confirmed bookings and deliver services as described in their listing.
• Provide accurate pricing information and not charge Customers more than the quoted price without prior agreement.
• Comply with all applicable UK laws and regulations relevant to their trade.
• Respond to Customer enquiries and complaints within 24 hours via the platform messaging system.
• Notify Select&Pay promptly of any inability to fulfil a confirmed booking.
• Carry out all work to a reasonable standard of care and skill, consistent with industry best practice.

All Suppliers must hold valid public liability insurance covering their trade activities for the duration of their registration on Select&Pay. Suppliers are required to:

• Upload proof of insurance during the registration process or within 14 days of approval.
• Maintain continuous insurance cover — any lapse may result in immediate suspension of your listing.
• Notify Select&Pay immediately if your insurance is cancelled, lapses, or materially changes.
• Hold a minimum of £2 million public liability cover (£5 million recommended for electrical, plumbing, and scaffolding services).

Select&Pay reserves the right to request updated proof of insurance at any time. Failure to provide valid documentation within 7 days of a request may result in account suspension.

Important: Customers should be aware that while we require Suppliers to hold insurance, Select&Pay does not verify the terms, conditions, or exclusions of individual Supplier insurance policies. In the event of property damage or personal injury caused by a Supplier, the Customer’s recourse is against the Supplier and their insurer directly.

All payments for bookings are processed through Stripe. Customers pay the full booking amount at the time of booking. Select&Pay retains a platform commission of 12% of the booking value (inclusive of VAT where applicable).

48-Hour Payment Holding Period: When a booking is marked as completed by the Supplier, the Supplier’s payout (88% of the booking value) is held for a minimum of 48 hours before being released to the Supplier’s connected Stripe account. This holding period exists to:

• Allow the Customer time to inspect the completed work and raise any immediate concerns.
• Provide a window for the Customer to raise a dispute if the work is unsatisfactory.
• Protect both parties in the event of a disagreement about the quality or completeness of work.

If no dispute is raised within the 48-hour holding period, the payout is automatically released to the Supplier. If a dispute is raised during this period, the payout is frozen until the dispute is resolved.

For services paid via Klarna (available on orders over £100), the Customer may choose to pay in 3 interest-free instalments or spread the cost over up to 36 months. Klarna fees are borne by the Customer. The Supplier receives their payout in full (less commission) regardless of the Customer’s chosen payment method.

Prices displayed on the platform include VAT and standard charges unless otherwise stated. Additional charges may apply for permits, heavy waste surcharges, or extended hire periods, and these will be communicated clearly before payment.

Our cancellation and refund policy is tiered based on how far in advance of the scheduled service date the cancellation is made:

Road permit fees paid to local councils are non-refundable once submitted, regardless of the cancellation notice given. Your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 are not affected by this policy.

For full details, please see our Cancellation & Refund Policy.

If you are dissatisfied with the quality of work carried out by a Supplier, or if a Supplier has caused damage to your property, the following dispute resolution process applies:

14-Day Dispute Window

Customers must raise a dispute within 14 calendar days of the booking being marked as completed. After this 14-day window, the dispute option is no longer available through the platform. This time limit exists to ensure disputes are raised while evidence is fresh and to provide certainty for Suppliers.

Dispute Process

• Step 1 — Customer raises dispute: The Customer submits a dispute through their booking page, providing a description of the issue and any supporting evidence (photographs, correspondence).
• Step 2 — Supplier review (48 hours): The Supplier is notified and given 48 hours to respond with their account of events and, optionally, offer a resolution (full refund, partial refund, or remedial work).
• Step 3 — Select&Pay mediation: If the Customer and Supplier cannot agree, Select&Pay will review all evidence and make a binding decision on the outcome.
• Step 4 — Resolution: Depending on the outcome, a full or partial refund may be issued to the Customer from the held funds, or the dispute may be closed in the Supplier’s favour.

Emergency Escalation

For disputes involving safety-critical issues — including but not limited to electrical hazards, gas leaks, structural damage, flooding, or any situation posing an immediate risk to health or safety — Customers may request emergency escalation. Emergency disputes are:

• Flagged for priority review and handled within 24 hours.
• Escalated directly to a senior member of the Select&Pay team.
• May result in immediate suspension of the Supplier’s listing pending investigation.
• May result in an immediate full refund to the Customer if the safety concern is substantiated.

Important: If you are in immediate danger, always call 999 first. Select&Pay’s emergency escalation process is for platform-related resolution and does not replace emergency services.

Liability

Select&Pay acts as a marketplace facilitator. The contract for work is between the Customer and the Supplier. The Supplier is solely liable for the quality, safety, and legality of their work. In the event of property damage or personal injury caused by a Supplier, the Customer’s recourse is against the Supplier and their public liability insurer. Select&Pay will assist by providing booking records and facilitating communication, but is not financially liable for the Supplier’s work.

Customers may optionally purchase a Select&Pay Workmanship Guarantee at checkout. This is a paid add-on (typically £10–£80 depending on the service value) that provides additional protection beyond the standard dispute process:

• 12-month cover: If the work carried out by the Supplier develops a fault within 12 months of completion, you can raise a Workmanship Guarantee claim.
• Remedial work or refund: Select&Pay will arrange for the original Supplier or an alternative Supplier to carry out remedial work at no additional cost, or issue a refund up to the original booking value.
• No excess: There is no excess or deductible on Workmanship Guarantee claims.

The Workmanship Guarantee does not cover: normal wear and tear; damage caused by the Customer or third parties; work that was not part of the original booking; or issues arising from the Customer’s failure to follow the Supplier’s aftercare instructions. Full Workmanship Guarantee terms are provided at the point of purchase.

The Workmanship Guarantee is optional and separate from the Supplier’s own insurance obligations. It is provided by Select&Pay Ltd as an additional layer of consumer protection.

Select&Pay acts as a marketplace facilitator and is not responsible for the quality, safety, legality, or fitness for purpose of services provided by Suppliers. The Supplier is solely responsible for their work and any consequences arising from it.

To the maximum extent permitted by law, Select&Pay Ltd’s total liability to you for any claim arising out of or in connection with these Terms or your use of the platform shall not exceed the total amount paid by you for the booking giving rise to the claim, or £500, whichever is greater.

Nothing in these Terms limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded by law.

All content on the Select&Pay platform, including text, graphics, logos, and software, is the property of Select&Pay Ltd or its licensors and is protected by UK and international intellectual property laws. You may not reproduce, distribute, or create derivative works without our express written permission.

Suppliers grant Select&Pay a non-exclusive, royalty-free licence to display their business name, logo, portfolio images, and service descriptions on the platform for the purpose of facilitating bookings.

You must not use Select&Pay to:

• Violate any applicable law or regulation.
• Submit false, misleading, or fraudulent bookings or reviews.
• Circumvent the platform to arrange payments directly with Suppliers outside of Select&Pay.
• Scrape, harvest, or systematically extract data from the platform.
• Introduce malicious code, viruses, or other harmful material.
• Impersonate any person or entity.

Customers who have completed a booking may leave a review and star rating for the Supplier. Reviews must be honest, fair, and based on genuine experience. We reserve the right to remove reviews that are defamatory, abusive, fraudulent, or otherwise in breach of these Terms.

Suppliers must not solicit, incentivise, or manipulate reviews. Any attempt to do so may result in immediate removal from the platform.

We reserve the right to suspend or terminate your access to Select&Pay at any time, with or without notice, if we reasonably believe you have breached these Terms or if we are required to do so by law.

Suppliers may deregister from the platform at any time, subject to honouring all confirmed bookings. Outstanding obligations to Customers survive termination.

These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes arising under these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

We may update these Terms from time to time. We will notify registered users of material changes by email or by displaying a prominent notice on the platform. Continued use of Select&Pay after changes take effect constitutes your acceptance of the revised Terms.

If you have any questions about these Terms, please contact us at [email protected].