Operator Agreement

This agreement is made between GoSavis Limited, a company registered in England and Wales under company number 12899784, whose registered office is at 32 Eyre Street, Sheffield, England, S1 4QZ (GoSavis, we or us), and the business that registers on GoSavis Business and accepts it (the Operator). It governs the Operator’s listing on GoSavis and its use of GoSavis Business: its profile and the services it offers, the Bookings it takes, the payments taken for them through the platform, its team workspace, and the tools that come with them.

The Operator accepts this agreement when it registers its business on GoSavis Business, and a business that registered before this version was published accepts it when GoSavis Business asks it to. The version accepted, when it was accepted and the account that accepted it are recorded. Whoever accepts it for a business confirms that they have authority to bind that business, and the agreement binds the business from that moment.

This agreement sits alongside the Terms of Use, which apply to the Operator as they apply to everyone who uses the platform, and it incorporates the Data Processing Addendum. Where this agreement and the Terms of Use differ on a matter concerning the Operator’s use of GoSavis Business, this agreement governs; where either differs from the Data Processing Addendum on an obligation GoSavis has as the Operator’s processor, the Data Processing Addendum governs. Words given a meaning in the Terms of Use, such as Booking, Customer and Content, have the same meaning here.

The Operator is responsible for the accuracy of its listing: the services it describes, the prices it publishes, its opening hours and availability, and its imagery. What a Customer sees on the listing is what the Operator has offered, at the price shown. The Operator must also keep accurate the registered name and registration number it gives when it registers, and the address it keeps on record in GoSavis Business, which is either its business address or a correspondence address it gives for the purpose, because GoSavis shows them to the Customer before the Customer confirms a Booking and prints them on every Booking confirmation as the details of the business the Customer is contracting with. The Operator must tell us promptly if its registered name or registration number changes. A business with no address on record is not shown in search and cannot take Bookings until it adds one.

The times offered to Customers are worked out from the opening hours, service durations, booking settings, team shifts and existing Bookings the Operator records in GoSavis Business, so the Operator must keep them up to date, particularly where it accepts Bookings automatically.

A listing goes live when the Operator publishes it, and no person at GoSavis checks it beforehand, except that a service in a category which requires a verified certificate or registration, such as public liability insurance, a trade licence, an SIA licence, or a driving instructor or healthcare registration, can be published only when GoSavis holds that verification and it is in date; until then it can be kept only as a draft. GoSavis may review a listing at any time and may ask for a correction where it is inaccurate or misleading.

Everything the Operator publishes is Content under the Terms of Use and must follow their content rules. A service’s intake questions must not ask about health (including allergies and medical conditions), disability, religion or belief, ethnic or racial origin, sex life or sexual orientation, political opinions, trade union membership, biometric or genetic data, or criminal records, and GoSavis Business refuses a question whose wording or answer options it recognises as asking about them; where the Operator needs information of that kind, it collects it through its own process and is responsible for it.

Reviews

A Customer’s message to the Operator about its services arrives as an ordinary conversation. A message the Operator sends first to a person it shares no Booking with arrives with them as a message request, which they may accept, decline, block or report, and the Operator can send nothing more until they accept it. A photo sent to the Operator by someone who is not its contact, such as a Customer who has not yet booked with it, is covered until the person reading it chooses to view it.

Reviews are the Customer’s own words, and the review rules in the Terms of Use bind the Operator. The Operator must not buy, invent or suppress reviews, review itself or have its staff do so, offer a reward for a favourable rating, choose whom to invite to review by how they are expected to rate, or ask a Customer to change or remove a review in exchange for a refund or any other benefit. GoSavis invites every Customer whose Booking completes to review it, subject to the Customer’s notification settings, and in the same way whatever happened. A car park or an event the Operator owns carries its own reviews, written by Customers who completed a Booking there; they also count toward the Operator’s own rating and appear among the Operator’s reviews, each naming the car park or event it is about. The Operator may publish one reply to each review of itself, of its services or of a car park or an event it owns, which cannot be edited or withdrawn once published. The Operator cannot edit or remove a review, and GoSavis does not edit or remove reviews on an Operator’s behalf; a review the Operator believes breaks the rules may be reported, and a person at GoSavis looks at the report.

Customers find businesses by searching, by browsing categories and through the lists on GoSavis’s explore pages. A search shows the businesses and services that match the words searched, the closest matches first, and a category shows the businesses that joined most recently first, unless the Customer chooses another order. A Customer can order results by price, by distance or by how recently a business joined, or by one of GoSavis’s own orders, such as Recommended, Trending, Top rated, Near you or Biggest saving, which are also the orders the lists on the explore pages use. A Customer’s interests decide which of those lists the explore page shows first, not the order within a list.

GoSavis’s own orders rank by a score built from these main parameters: how close the business is to the Customer; its rating, which in the score, though not in the rating shown, is drawn towards the average of the results being ranked while it has few reviews, so that one review cannot outrank many; how many reviews it has; its price compared with similar services; the size of any discount it offers; how recently it joined GoSavis; how complete its listing is, meaning its photographs, a description of its main service, its tags and its location; and, for parking, how many spaces are free. Each order weighs them according to what it is for: Recommended leads on rating and distance, Trending on how recently a business joined and how many reviews it has, Top rated on rating and the number of reviews, Near you on distance, Biggest saving on the size of the discount, and Newly joined on how recently a business joined. Each of these orders also counts against a business each further time it appears in the same list, so that one business cannot fill it. How quickly a business replies to messages is not one of the parameters.

No payment affects where a business appears. A paid plan changes the commission the business pays, lets it use premium themes for its contact card, shows a Pro badge on its profile and turns on the photo slideshow of the ambient display once that is open; it does not change the business’s position in any order. Where GoSavis offers paid placement, it is a separate slot labelled Sponsored and shown apart from the ranked results, and buying it does not change a business’s position in them. Every Operator remains discoverable on the free plan.

A criminal-record check, such as a check through the Disclosure and Barring Service, may be a legal requirement where the Operator or a member of its team carries out regulated activity within the meaning of the Safeguarding Vulnerable Groups Act 2006, and nothing in this agreement suggests otherwise. It is for the Operator to determine whether a check is required for the services it offers and the people it offers them to, to obtain and maintain any check that is required, to comply with any condition attached to it, and to meet its own safeguarding, training and reporting obligations. GoSavis does not advise on whether a check applies to a particular business, service or role.

GoSavis does not carry out, verify, hold or record criminal-record checks, and nothing shown on the platform should be taken by an Operator or by a Customer as indicating that any such check has been made.

A Booking is a contract between the Operator and the Customer for the service booked, and the Operator is the trader who supplies it; GoSavis is not a party to it. Before a Customer confirms, GoSavis shows them the Operator’s price, the GoSavis booking fee, what is payable and when, the cancellation terms and any no-show charge, and it records what was shown.

Where the Operator has not turned on automatic acceptance, a Customer’s Booking is a request until the Operator accepts it. The Operator has 24 hours from the request to accept it, or until the appointment starts if that is sooner. A request the Operator declines, or does not accept in time, is closed, and anything the Customer paid for it is refunded in full, including the booking fee.

Where the Operator turns on automatic acceptance, it authorises GoSavis to accept Bookings on its behalf: a Booking is accepted when it is made, once anything due at the time of booking has been paid. A Booking that includes a service for someone below the age of majority where the service is delivered is always a request, whatever the Operator’s settings, because only the Operator can decide whether to provide it; the Customer must confirm that a parent or guardian has agreed, GoSavis records that confirmation, and the Operator is told before it provides the service.

When a Booking is accepted, GoSavis sends the Customer a confirmation naming the Operator as the business they are contracting with, with the details described above, the price agreed, the payment schedule and the cancellation terms.

Providing the service

The Operator must provide each accepted Booking as described, or cancel it promptly if it cannot. When the Operator cancels a Booking, the Customer’s payment is refunded in full, including the booking fee, and none of it is paid to the Operator.

When a service has been delivered, the Operator marks the Booking complete, confirming that it was. Marking a Booking complete starts the release of its payment, described under Payments and payouts, and GoSavis then invites the Customer to review it.

When a Customer reports a problem

Where GoSavis is still holding a Customer’s payment for a Booking and the Customer reports a problem with it, the payment is frozen, and nothing is paid to the Operator until the matter is settled. GoSavis looks at the Booking, the messages exchanged and the evidence each side gives, and where the Operator and the Customer cannot agree, GoSavis decides whether the payment is released to the Operator or refunded to the Customer in full.

If a Customer reports, once a Booking’s start time has passed and for up to 30 days after it, that nobody attended to provide it, the Operator has 3 days to contest the report from the Booking, and nothing is refunded or paid out for the Booking meanwhile. If the Operator does not contest it, or GoSavis finds that nobody attended, the Customer’s payment is refunded in full, including the booking fee, and is not paid to the Operator; where the Booking has already been paid out, GoSavis makes the refund, and the amount refunded, less the share of GoSavis’s commission and booking fee given back with it, is added to what the Operator owes GoSavis. If GoSavis finds that the Operator attended, the Booking stands and is paid out as usual.

A Customer’s right to cancel begins with a statutory right the Operator neither sets nor can vary: in the 14 days that follow the day a Booking is made, a Customer who cancels is refunded in full, including the GoSavis booking fee, whatever notice they give and whatever the Operator’s own terms say. Most appointments fall inside that period, so for most Bookings it is the rule that decides the refund. The period does not apply to an event ticket, which is a contract for a leisure activity on a fixed date, or to a Booking the Operator makes for a Customer who is with it in person at its premises, which is an on-premises contract; the Operator’s own cancellation terms decide those from the start, and no payout waits for the period on them. A Booking the Operator makes for a Customer by phone or message, or with the Customer in person anywhere other than its premises (at the Customer’s home, for a business that travels to its customers), carries the period as usual, and the Operator states which of these a Booking is when it makes one, truthfully, because the statement decides the Customer’s right. The Operator’s own cancellation terms decide what comes back once the period has ended, and the platform sets a floor beneath them: a full refund where the Customer cancels at least 24 hours before the start, and 50 per cent of the price of the service refunded inside that. The floor is also the default where the Operator has authored nothing. An Operator may set more generous terms and may not set meaner ones, so a shorter notice period or a smaller refund set in its own settings is raised to the floor before a Customer is shown or refunded by it. Each Booking keeps the cancellation terms and any no-show charge its Customer was shown at checkout: a change the Operator makes in GoSavis Business applies only to Bookings made after it.

An appointment inside that period is provided while the Customer can still cancel, so a Customer can book one only by asking for the service to be provided within the period: checkout makes that request a condition of booking such an appointment, and the statement directly above its booking button makes it. The Customer’s right to cancel such a Booking ends once the service has been provided in full and the Operator marks the Booking complete, so the Operator should mark each Booking complete when the service has been delivered. Until the Operator does, and on any Booking made without the request, including one the Operator makes for a Customer by phone or message or in person away from its premises, the Customer may cancel at any time in the period, after the appointment as well as before it, and is refunded in full, including the booking fee.

An Operator may set a no-show charge, as a percentage of the price of the service up to the platform maximum of 50 per cent, for a Customer who does not attend a Booking and has not cancelled it. The charge is shown to the Customer at checkout before they confirm; it is applied only to a Booking whose Customer was shown it, and at the figure that Booking showed, whatever the Operator sets afterwards; and it is kept from the payment the Customer has already made rather than billed to them separately, so where nothing was paid, nothing is charged. The Operator marks a no-show from the Booking once its start time has passed. What it keeps of a payment GoSavis holds is released for payout 3 days after the mark, or 7 days after the Booking’s start time if that is later, once the rest of the payment has been refunded, which leaves the Customer time to dispute it.

The GoSavis booking fee is refunded with the Customer’s payment, and GoSavis returns its own fee rather than recovering it from the Operator’s price. Whenever a Customer’s payment for a Booking is refunded in full, for whatever reason, the refund includes the fee. Where a cancellation or no-show charge applies, the charge is calculated on the Operator’s price for the service alone and never includes the fee, so what returns to the Customer is whatever they have paid above the charge, the fee included; where what the Customer has paid does not exceed the charge, there is nothing above it and nothing comes back to them. GoSavis takes no commission and no share of a charge: the charge is the Operator’s compensation, and GoSavis keeps no part of its fee on a Booking that is cancelled or not attended.

Refunds are returned to the Customer through the payment route they paid by, subject to the payment provider’s processing times. A member of the Operator’s team who can manage billing may refund all or part of what a Customer paid through GoSavis for a Booking, from the Booking in GoSavis Business, with a reason the Customer is shown, after confirming it is them. When part of a payment is refunded, the Operator’s payout for the Booking is reduced in proportion and GoSavis gives back the same share of its commission and the booking fee; a refund in full also returns the whole booking fee to the Customer. Stripe’s processing fee is not returned. Where the Booking has already been paid out, GoSavis makes the refund, and the amount refunded, less the share of GoSavis’s commission and booking fee given back with it, is added to what the Operator owes GoSavis on a line of its own and collected as described under What Customers pay the Operator directly. No refund is made while a payout for the Booking is being made.

Listing on GoSavis is free, and the free plan, GoSavis Core, is a real plan. GoSavis charges the Operator a commission on each Booking, whether the Customer pays for it by card through the platform or pays the Operator directly on arrival or on completion, calculated on the price of the service as booked, which a pricing campaign may raise and which any discount the business funds lowers, a campaign’s included, as described below. Commission is not charged on the GoSavis booking fee, on a tip, or on a cancellation or no-show charge.

On GoSavis Core, the commission is the rate for the category of the service, and a sub-category takes the rate of its category:

• 16 per cent: Education; Business

• 14 per cent: Beauty; Health and Wellbeing

• 12 per cent: Cleaning; Home care; Catering; Accommodation; Construction; Finance and Insurance; Parking; Security and Safety

• 10 per cent: Design and Creativity; Arts, Entertainment and Recreation; Events

• 8 per cent: Transportation

A category added to GoSavis later takes 12 per cent until a rate is set for it.

Paid plans

The optional paid plans replace the category rate with a flat rate: GoSavis Prime at £29 a month with a commission of 7 per cent, and GoSavis Max at £59 a month with a commission of 5 per cent. A paid plan is billed monthly to the card on file and renews automatically until the Operator cancels it, which it does by contacting us; cancellation takes effect at the end of the month already paid for, which is not refunded, and the Operator then returns to GoSavis Core and its category rates. If a renewal payment fails, the Operator returns to GoSavis Core at once, and GoSavis tells it so. A car park or an event the Operator owns is charged as an account of its own rather than under the Operator’s plan: the commission on its Bookings is the rate for its category, with the founding rate and referral relief described below only where the car park or event qualifies for them itself.

Incentives

An Operator whose account was created on or after 1 June 2026 pays a founding rate of 8 per cent on each Booking made with it before 30 September 2027, in place of its category rate or its plan’s rate, until the price of the services booked with it through GoSavis, after discounts, reaches £50,000 in total. The period in which an account can be created to qualify for the founding rate is open and has no closing date yet: GoSavis will set one at public launch and publish it here before it takes effect. Every Booking made with the Operator counts towards that total, including one paid in person, cancelled or refunded, and these dates are reckoned in Coordinated Universal Time. Each business that registers through the Operator’s referral link lowers the rate in effect, whether a category rate, a plan’s rate or the founding rate, by 1 percentage point once a Booking has been made with it, up to 3 percentage points, for as long as its account stays active, as the Refer a provider page describes. On a category rate, that relief cannot take the rate below 8 per cent. The founding rate never raises what the Operator pays: where the Operator would pay a lower rate without it, its referral relief included, as it does on a paid plan whose rate is below the founding rate, it pays that lower rate instead.

Pricing campaigns

GoSavis may set a pricing campaign that changes the price Customers pay for the Bookings it covers, chosen by region, town or city, category and the date of the appointment, and it applies to every Booking it covers. A campaign discount lowers the price the Customer pays: where the business funds it, the Operator is paid, and GoSavis takes its commission, on the lowered price, and where GoSavis funds it, the Operator is paid on its full price. A campaign may instead raise prices at a time of high demand, never by more than 25 per cent of the Operator’s price, and the Operator is then paid, and GoSavis takes its commission, on the raised price.

No campaign was set when this version was published.

The booking fee, collection and tax

Customers also pay the GoSavis booking fee on each Booking, between £0.75 and £3.49 depending on the price of the service, on top of the Operator’s price. It is GoSavis’s fee, charged to the Customer, and it is not taken from the Operator’s price.

GoSavis collects its commission and the booking fee from each card payment as it is taken, as described under Payments and payouts, and where a Booking is paid in two parts, each part carries its share. Where a Customer pays the Operator directly for the rest of a Booking whose first part was paid by card, the total the Customer is told to pay for that rest includes its share of the booking fee, and the Operator owes GoSavis the commission and the booking fee on that rest, collected as described under What Customers pay the Operator directly.

GoSavis is not registered for VAT, so no VAT is charged on its fees, and it does not issue invoices for them. The Operator is responsible for its own tax affairs and for any tax arising from its business. GoSavis Business lets the Operator export its Bookings, and its Payouts section shows the Operator’s payouts and the documents Stripe issues for its account.

What Customers pay the Operator directly

Where a Customer pays the Operator directly for some or all of a Booking, on arrival, on completion, or for the rest of a Booking whose first part was paid by card, the total the Customer is told to pay for that part includes its share of the booking fee, and no card payment is taken through GoSavis for it. The Operator then owes GoSavis the commission and the booking fee on that part: on the whole of a Booking paid on arrival or on completion, and on the rest of a Booking whose first part was paid by card, which that payment did not carry. They fall due once the Booking is complete and the Customer can no longer cancel it under their statutory right, and nothing is owed on a Booking that is cancelled or marked a no-show.

The Operator may offer pay on arrival or pay on completion, and may record the rest of a Booking whose deposit was paid by card as paid to it directly, only while it has a payment method in the Billing section of GoSavis Business that GoSavis may charge for what it owes: a card, or a Bacs Direct Debit once the Operator’s bank has confirmed the Direct Debit instruction; and only while its collection is not paused as described below. Without one, the Operator may still offer split payment, where the Customer pays a deposit by card at booking: the rest is then charged through GoSavis to the same card before the service, no part of the Booking is paid to the Operator directly, and nothing is owed on it. Whether the rest of a Booking may be recorded as paid directly is decided when it is recorded, so the rest of a Booking made before the Operator added a payment method can be recorded once it has one. The Operator authorises GoSavis’s charges, in words recorded with the payment method, when it adds one. Both are held by Stripe on GoSavis’s own Stripe account, and GoSavis never sees a card number or a bank account number. Stripe collects each Direct Debit on GoSavis’s behalf, so it is Stripe’s name, not GoSavis’s, that appears with the mandate reference on the Operator’s bank statement for each collection, on the page where the Operator sets up the Direct Debit, and on the Direct Debit emails confirming the instruction and giving notice before each collection, which Stripe sends. A Direct Debit is protected by the Direct Debit Guarantee. The Operator may replace its payment method at any time, and a Direct Debit instruction it or its bank cancels no longer counts as a payment method.

GoSavis collects what the Operator owes and is due first from the Operator’s later card payments. When a Customer pays the Operator by card for another Booking, at checkout or by a balance charged to the Customer’s saved card, GoSavis adds what is owed and due, the oldest first, to the application fee it takes from that payment, and the payout for that Booking is smaller by the same amount. A payment never carries more than half of the payout for its Booking, and never more than leaves room, after GoSavis’s own fee for that Booking, for Stripe’s processing fee at the highest rate GoSavis allows for (5.25 per cent of the payment, plus £0.20), so that no payment can take the Operator’s Stripe balance below nothing; what one payment cannot carry waits for the next or for the weekly statement. A tip, and a payment a Customer makes themselves for the rest of a Booking, carry nothing owed.

Once a week, on Monday at 9am UK time, GoSavis sends the Operator an itemised statement for the seven days before it: booking by booking, the commission and booking fee owed and due, what its card payments carried in the week and for which Bookings, any credit it holds, and what will be collected from its payment method and when. Two days later, GoSavis collects from the payment method, without the Operator present, what the statement lists as owed and due, less anything no longer owed by then, once that comes to £10.00 or more; a smaller amount is carried to the next statement, and the last statement of each calendar month collects whatever remains, except an amount below £0.30, the smallest Stripe will collect, which is always carried. Anything that falls due after a statement is issued is collected in the same way, from a card payment or through the next statement.

The Operator pays the processing fee on each collection, shown on the statement as a line of its own, so that what reaches GoSavis after Stripe’s fee is what the statement lists as owed. By Bacs Direct Debit the fee is 1 per cent of the payment, never less than £0.20 and never more than £4.00; by card it depends on the card, and is 1.5 per cent plus £0.20 for a standard UK card and 2.8 per cent plus £0.20 for a premium card. A collection by card is charged at the standard rate, and the difference between that and the fee Stripe actually takes is added to, or taken off, the next statement that collects anything. A Direct Debit is collected within four working days of the collection date, or within seven working days the first time, while Stripe sets the instruction up with the Operator’s bank.

If a card’s bank asks the Operator to confirm a charge, GoSavis emails the Operator a link to confirm it in GoSavis Business, and the charge waits four days for it. If a collection is declined or fails, GoSavis tries again two and four days after the first attempt, never before it knows of the failure, and tells the Operator each time. If every attempt fails, a card charge is not confirmed in time, or the Operator has no payment method, the statement is recorded unpaid and what it was to collect stays owed, to be collected from a card payment or through the next statement; the Operator’s pay on arrival and pay on completion are then switched off, the rest of a Booking paid by deposit can no longer be recorded as paid to it directly and is charged to the Customer’s card through GoSavis instead, and its payouts are held, as described under Payments and payouts, and GoSavis tells it so. The same applies where the Operator’s bank takes back a collection already made: a Direct Debit reversed under the Direct Debit Guarantee, which has no time limit, or a card payment the Operator disputes with its card provider and the dispute is decided in its favour; what that collection paid is then owed again. Where the Operator’s bank reverses a Direct Debit collection, or a collection by card is disputed or charged back, the Operator also pays Stripe’s fee for the dispute, £20.00 for a card and £5.00 for a Direct Debit, which is added to its next statement as a line of its own; any part of that fee Stripe refunds is credited back on a later statement. Bookings already made stand. Once a statement has been paid, or the Operator has added a payment method that works, its payouts are made and it may offer those timings again by choosing them in GoSavis Business. A payout held for an unpaid statement is in any case made 85 days after the payment behind it was taken, since no payment can be held for longer than that; what the statement listed stays owed, and the timings stay switched off until the Operator pays or adds a payment method that works. Where Stripe refuses a collection for a reason that is not the Operator’s payment method, such as a limit on the Direct Debits GoSavis may collect in a week, nothing is taken, the Operator is told, and what the statement lists is collected with the next statement, with nothing switched off or held.

What a card payment carries for other Bookings stands only while the Operator keeps that payment whole. Where the payment is refunded, in part or in full, or the Customer disputes it with their card provider, the whole of what it carried goes back to the Operator’s Stripe balance and is owed again, whatever the outcome of the dispute; GoSavis keeps only the fee it would have kept on that payment had it carried nothing, and the payout for that Booking is no longer reduced by it.

Where GoSavis has collected the commission and booking fee on a Booking that is later cancelled or marked a no-show, nothing is owed on it, and what was collected is the Operator’s credit. The credit is taken off what the Operator owes next; a credit with nothing owed to take it is given back the way it was collected, by a refund of the weekly collection or of the application fee on the card payment that carried it, except that a credit carried by a card payment whose Booking has already been paid out stays against what the Operator owes next.

When the Operator’s account is closed, GoSavis issues a final statement of whatever the Operator still owes, including what is owed on a completed Booking the Customer could still cancel under their statutory right, and two days later collects it from the payment method, whatever it comes to, except an amount below £0.30, which cannot be collected. The account is deleted once that collection has been made, or has failed after the attempts described above, in which case what the statement lists remains owed to GoSavis; GoSavis then cancels the Operator’s Direct Debit, or removes its card, with Stripe. Anything GoSavis owes the Operator back after that is returned the way it was collected.

The Billing section of GoSavis Business shows the Operator’s payment method and the processing fee each method would cost, what the Operator owes and when it falls due, what its card payments have carried and for which Bookings, what will be collected from its payment method and when, and each weekly statement, and the breakdown of each Booking’s payout shows what its payment carried.

Changes to fees

GoSavis gives reasonable notice before changing its commission, its plans or the booking fee. A change applies to Bookings made after it takes effect, and a Booking keeps the fees recorded when it was made; a change to a plan’s monthly fee applies from the first renewal after it takes effect.

Card payments for Bookings are taken by Stripe, GoSavis’s payment provider, directly on the Operator’s own Stripe account: the Operator is the merchant for each payment, and GoSavis’s commission and the booking fee, with anything the payment carries towards what the Operator owes on what Customers pay it directly, are taken from it as an application fee when it is made. To take card payments, the Operator connects a Stripe account through GoSavis Business and completes the identity and business checks Stripe asks for. Stripe decides whether the account may take card payments and receive payouts, and the Operator’s use of it is also governed by Stripe’s own terms, which the Operator accepts with Stripe. A business whose Stripe account cannot take card payments is not shown in search and cannot take Bookings.

Stripe’s fee for processing a card payment is charged to the Operator’s Stripe account, on the whole payment including the booking fee, and it is not returned when the payment is refunded.

When the Operator is paid

GoSavis sets the Operator’s Stripe account so that payouts to its bank are made only on GoSavis’s instruction, never on a schedule. The Payouts section of GoSavis Business shows the Operator’s balance and payouts and lets it manage its bank account; it does not let the Operator change that setting or make a payout itself. GoSavis Business also shows the Operator’s payments and card disputes and lets it answer a dispute, but it does not let the Operator refund a Customer there: every refund for a Booking is made in GoSavis, from the Booking in GoSavis Business or by GoSavis, so that it follows the cancellation terms and the Customer’s rights and is recorded against the Booking. Every card payment for a Booking is held in the Operator’s Stripe balance from the moment it is taken until the Booking is released: a payment in full, a deposit, a balance charged to the Customer’s saved card or paid by the Customer themselves, and a payment for an event or for parking. A Booking is released 3 days after the Operator marks it complete, at once if the Customer confirms that the service was delivered, or 7 days after the service where neither has done so. Where the Customer could still cancel the Booking under their statutory right at that point (in the 14 days that follow the day it was made, unless it was booked with the request for the service to be provided within that period and the Operator has marked it complete), the Booking is released when that right ends instead, so that a cancellation the law allows is refunded from the payment still held. An event ticket, and a Booking the Operator made for a Customer in person at its premises, carry no such right, so neither waits for it. Paid tickets for an event go on sale no earlier than 85 days before the event starts, so that the payment for every ticket is held at least until the event starts; until then, Customers can ask to be told when tickets go on sale, and free tickets can be booked at any time. A ticket the Operator books for a guest who pays the Operator in person, with no card payment taken through GoSavis, can be booked before then, because GoSavis holds no payment for it. If the event’s date or time changes after tickets have been sold, every ticket moves with the event and its holder is told of the change, but the event cannot be moved to start later than 85 days after the earliest card payment for those tickets was taken, because no payment can be held for longer than that. No payment is released while a report of a problem or a card dispute about it is open, and GoSavis does not hold a payment for more than 85 days after it was taken, unless a report of a problem or a card dispute about it is open, or the Booking was cancelled or marked a no-show and the payment is waiting for a refund to complete or for a decision by GoSavis.

When a Booking is released, GoSavis instructs Stripe to pay the Operator’s share of it to the Operator’s bank account. That share is the one recorded when the Booking was made: the price of the service, including any deposit taken for it, less GoSavis’s commission and GoSavis’s estimate of Stripe’s processing fee (1.5 per cent of what the Customer pays for the Booking, plus £0.20), in proportion to the part of the Booking’s total that was paid by card, and reduced in proportion to any part of the payment that has been refunded, less anything the payment carried towards what the Operator owes on what Customers pay it directly, as described under Fees and commission. A part the Customer pays the Operator directly is not paid out, since the Operator already holds it. A part paid by card after the Booking was released is held and released in the same way, and no part of a Booking is paid out twice. A card payment for a Booking that GoSavis took before the Operator’s Stripe account could accept card payments is held in GoSavis’s own Stripe balance instead, and stays there while the Operator’s Stripe account cannot receive payouts; once the Booking is released and the account can receive them, GoSavis transfers the Operator’s share of it to the Operator’s Stripe account and instructs Stripe to pay it from there to the Operator’s bank account as soon as the money is available in that account.

GoSavis does not instruct a payout while the Operator’s Stripe account cannot receive payouts, while its business is suspended or its verification has been refused, while it has not accepted the version of this agreement in force, or while a weekly statement of what it owes GoSavis is unpaid, as described under Fees and commission; the payment stays in the Operator’s Stripe balance, and GoSavis tries the payout again later, or at once when the Operator accepts the version of this agreement in force, or pays the statement or adds a payment method that works, where that is what held it. A payout held only because a weekly statement is unpaid is made 85 days after the payment behind it was taken, whether or not the statement has been paid by then, because no payment can be held for longer than that; what the Operator owes GoSavis is unaffected by it and is still collected, and its pay on arrival and pay on completion stay switched off until it pays a statement or adds a payment method that works.

Card disputes and tips

The Operator, as the merchant, answers a card dispute (a chargeback) about a payment it took, from the list of disputes in the Payouts section of GoSavis Business and under Stripe’s terms. While a card dispute is open, any part of the payment GoSavis holds is frozen; if the dispute is lost, that part is not paid to the Operator, and GoSavis does not return its commission or the booking fee on the payment.

A Customer may tip the Operator, or a member of its team who provided a Booking. A tip paid by card can go to a member of the team only while that member’s own Stripe account can receive payouts; until it can, a Customer can pay a card tip only to the Operator. A tip the Customer cannot pay by card is settled in person, and may be given to any member of the team who provided the Booking, GoSavis taking and holding none of it. GoSavis takes no share of a tip. A tip paid by card is held with its Booking and paid out in full when the Booking is released, so that a refund of the Booking can return it: where a cancellation or a no-show refunds the payment for the Booking, in whole or in part, whether at once or by a decision of GoSavis afterwards, the whole tip is refunded with it. A tip paid after the Booking was released is held from the moment it is taken and released by the same rules as a part paid by card after the Booking was released: at once where the Customer has confirmed that the service was delivered, 3 days after the Operator marked the Booking complete where the Customer has not, and otherwise 7 days after the service or after the tip was taken, whichever is later, and, where the Customer could still cancel the Booking under their statutory right, not before that right ends.

A report of a problem, or a card dispute about the payment for the Booking, freezes a tip held with its Booking as it freezes the payment for the Booking. A tip is its own payment, so a dispute about the payment for the Booking does not take it: when that payment is returned to the Customer, because a report is upheld or a card dispute is lost, the tip is paid out. A card dispute about a tip’s own payment freezes that tip alone: the payment for the Booking and any other tip are released as they would be without it, and the disputed tip waits for the outcome, released as it would have been if the dispute is won and not paid out if it is lost. A tip to a team member is paid on to that member’s own Stripe account once it can receive payouts, and from there, on GoSavis’s instruction, to the member’s bank account as soon as the money is available in that account. A tip settled in person is handed over between the Customer and the person thanked, and the Operator confirms in GoSavis Business that it arrived.

Team members join an Operator’s workspace by invitation only, and the Operator controls who is invited and what role each member holds. The Operator is the controller of the workforce information it places in the private workspace, including names, roles, availability, shifts and internal notes, and confirms it has a lawful basis to share and use it. GoSavis processes that information on the Operator’s behalf under the Data Processing Addendum. The parties remain independent controllers for the marketplace, service-delivery and platform-administration processing each determines for itself.

The role the Operator gives each member decides what that member can do, and the Operator is responsible for what its team does in its workspace. Everyone who operates or works for a business on GoSavis must set up two-factor authentication: once the business is registered, GoSavis Business asks for it before anything else, and it is required to manage the team or to set up and open the business’s Stripe account. The Operator must keep its own sign-in details secure.

Each party is responsible for the personal information it decides how to use. GoSavis is the controller of the information it processes to run the platform, including accounts, listings, Bookings and their payments, messages, reviews, moderation and security, as its Privacy Policy describes. The Operator is a separate controller of the Customer information it receives to provide a Booking, and must use it only to provide the service, to deal with the Customer about it and to meet its own legal obligations, keep it secure, and not use it for marketing without a lawful basis of its own.

Where GoSavis processes personal information on the Operator’s behalf in its private workspace, such as its team’s details and rotas and the internal notes it keeps about its Customers and their Bookings, GoSavis is the Operator’s processor, and the Data Processing Addendum sets out the terms of that processing and forms part of this agreement.

A Customer may book a service for someone else. Where they do, the Operator receives that person’s name and contact details for the Booking and may use them only to provide the service.

Stripe carries out the identity and business checks for the Operator’s payment account. Separately, where its Verification page offers it, an Operator may apply to GoSavis for verification, with the documents and details the page asks for. A person at GoSavis decides each application and records the reason, and the Operator is told the decision and the reason by email and in GoSavis Business. An approval records what GoSavis verified, and a verified certificate allows the Operator to publish services in a category that requires one. A refusal means the business is not shown in search, cannot take new Bookings or publish posts, events, parking spaces or media, and is not paid out; a request for changes reopens the application and changes nothing else. The Operator may raise a decision about its verification with us at support@gosavis.com.

GoSavis may suspend an Operator’s business where it has reasonable grounds to believe that this agreement, the Terms of Use or the law has been broken, or that Customers are at risk, including by upholding a report about the business. A suspended business is not shown in search, cannot take new Bookings or publish posts, events, parking spaces or media, and is not paid out, while its existing Bookings stand. While a report of terrorism content, child sexual exploitation and abuse content or an intimate image shared without consent is open against the business, it is also left out of search and recommendations until the report is decided, and a post, review, photo or other Content under an open report of that kind, or of harassment or hate, personal information or self-harm, is left out of them until it is decided; the business’s profile and its Bookings are unaffected. GoSavis tells the Operator in GoSavis Business when its business is suspended, unless GoSavis is referring the matter to the National Crime Agency and telling it could prejudice an investigation, and may reinstate the business once the reason for the suspension has been dealt with.

GoSavis may remove Content the Operator has published, or restrict its account, under the Terms of Use, and tells the Operator in GoSavis Business when it removes its Content, unless GoSavis is referring the matter to the National Crime Agency and telling it could prejudice an investigation. If the Operator believes a suspension or the removal of its Content after a report is wrong, it may appeal from the link in GoSavis’s notice: someone other than the person who made the decision reviews the appeal, GoSavis decides it within 7 days, and where it overturns the decision it reverses what it can. It may complain about any other decision as the Terms of Use describe.

The Operator may end this agreement at any time by closing its account from its settings. Closing an account does not cancel its Bookings, so before closing it the Operator must provide or cancel each Booking it has accepted, and must cancel any paid plan by contacting us.

GoSavis may suspend or close the Operator’s account where this agreement, the Terms of Use or the law has been broken, where the law requires it, or where the safety of Customers or others requires it, and will, where practicable, give the Operator notice and a chance to respond first.

When this agreement ends, the Operator’s obligations under Bookings it has already accepted, any fees already due, and the parts of this agreement meant to continue, including those on liability and personal information, continue.

The Operator is responsible for the services it provides and for its obligations to its Customers and its team, including holding any licence, registration or insurance its services require. GoSavis is responsible for providing the platform with reasonable care and skill and as this agreement describes; it does not guarantee that the platform will always be available, or that the Operator will receive any number of Bookings.

Nothing in this agreement limits or excludes liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be limited or excluded.

Subject to that, neither party is liable to the other for indirect or consequential loss, or for loss of profit, revenue, anticipated savings or goodwill, and GoSavis’s total liability to the Operator arising from the platform and this agreement is limited to the greater of £100 and the platform fees paid by the Operator in the 12 months before the event giving rise to the claim.

GoSavis may change this agreement to reflect changes to the service, the law or risk. Each version is dated, and GoSavis gives reasonable notice of a change that affects what the Operator agrees to. Where a change needs the Operator’s agreement, GoSavis asks the Operator to accept the new version. Until it does, the Operator can still see its account, its Bookings and its payments, but it cannot make changes in GoSavis Business, its business is not shown in search, it cannot take new Bookings, and GoSavis instructs no payout to it, its payments staying in its Stripe balance until it accepts, when GoSavis pays out what it held back for that reason; it may end the agreement instead. A change does not alter a Booking already accepted.

A Customer’s complaint about the Operator’s service is the Operator’s to answer, as the trader who supplies it, and the Operator decides for itself whether to use alternative dispute resolution for its own services. GoSavis supports both sides, as our Complaints page describes.

The Operator may complain about GoSavis, including about its fees, a payout or a decision about its verification, from our contact page, at support@gosavis.com or by post to our registered office, and GoSavis handles the complaint as the Complaints page describes for a complaint about GoSavis; a complaint about a suspension or the removal of its Content follows the route the Terms of Use describe. GoSavis does not currently offer alternative dispute resolution for complaints about what it supplies.

This agreement is governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction over any dispute arising out of or in connection with it.

GoSavis sends notices under this agreement to the email address on the Operator’s account and in GoSavis Business. The Operator may send notices to legal@gosavis.com or by post to GoSavis Limited, 32 Eyre Street, Sheffield, England, S1 4QZ, and questions about its account to business@gosavis.com.