Helpi Terms of Service

1. Introduction

Welcome to Helpi, a platform operated by Helpi Group Ltd ('Helpi', 'we', 'us', or 'our'). Helpi provides a marketplace through which customers ('Customers') can book local service providers ('Heroes') for various home services.

By using the Helpi platform, including our website and mobile app, you agree to be bound by these Terms of Service.

2. Helpi’s Role

Helpi is not a service provider. We do not deliver or perform any services ourselves. Helpi acts solely as:

  • An online marketplace that connects Customers and Heroes, and
  • A limited payment collection agent for Heroes, authorised to collect payments on their behalf.

Helpi does not guarantee service quality, completion, or suitability. The actual contract for services is between the Customer and the Hero.

3. Booking and Payment

  • Customers may browse available services and request bookings through the platform.
  • Payment is collected in full at the time of booking. Helpi holds this payment on behalf of the Hero until the service is completed.
  • Helpi charges a platform fee of 20%, which is deducted before remitting payment to the Hero.
  • Prices are set either by Helpi using standardised pricing or dynamically based on service category and location.
  • Heroes are notified of new jobs and may accept or decline at their discretion.

4. Identification of Heroes

  • Customers are informed of the assigned Hero’s identity and contact details once a Hero accepts the job.
  • Until this time, the job is considered 'unassigned.'
  • Helpi does not warrant the availability or reliability of any specific Hero.

5. Customer Responsibilities

By using the Helpi platform, Customers agree to:

  • Provide accurate service details, including any required images, instructions, or access info
  • Ensure access to the premises at the agreed time
  • Treat Heroes respectfully and fairly
  • Raise any disputes within 48 hours of service completion

6. Hero Responsibilities

By registering as a Hero, you agree to:

  • Accurately represent your qualifications, experience, and identity
  • Hold all necessary permits, licenses, and insurance
  • Accept only those jobs you can complete
  • Conduct services in a professional, timely, and safe manner
  • Comply with all local laws and regulations

7. User Content & Data

Users (both Customers and Heroes) may provide content such as messages, images, and feedback via the platform. By submitting content, you grant Helpi a non-exclusive, royalty-free, worldwide license to use, reproduce, and share this content for:

  • Service facilitation
  • Dispute resolution
  • Platform quality improvement
  • Marketing (only anonymised or with explicit consent)

We take data privacy seriously. Our use of your personal information is governed by our Privacy Policy.

8. Liability Disclaimer

Helpi disclaims all liability for:

  • The actions, omissions, or negligence of Heroes or Customers
  • Property damage, personal injury, loss of earnings, or reputational harm arising from services
  • Any indirect, special, incidental, or consequential damages

To the maximum extent permitted by law, Helpi’s total liability shall not exceed the total platform fees paid by the Customer for the affected service.

9. Insurance and Risk

  • Heroes are responsible for maintaining their own liability and personal injury insurance.
  • Helpi may offer optional platform-level coverage, but this is not guaranteed or required for use.
  • Customers engage Heroes at their own risk and are encouraged to ensure the service area is safe and accessible.

10. Disputes and Resolution

  • Customers and Heroes should attempt to resolve disputes directly.
  • If needed, Helpi may assist as a neutral party, but we are not obliged to arbitrate.
  • Formal complaints may be submitted via support@helpi.group within 48 hours of the job completion.

11. Acceptance of Terms

By using the Helpi platform, you confirm that:

  • You have read and understood these Terms
  • You agree to be legally bound by them
  • You are at least 18 years of age or legally able to contract in your jurisdiction

Helpi may update these Terms at any time. Continued use after changes means you accept the revised terms.

12. Governing Law

These Terms are governed by the laws of England and Wales. Disputes arising from these Terms will be subject to the exclusive jurisdiction of the courts of England.