Operator Agreement (Draft)

This document is a working draft and is not yet a binding agreement. It is published so that businesses considering GoSavis can see, plainly and early, the terms we intend to operate under. Until a final version is agreed and signed, the relationship between GoSavis and a listed business is governed by the Terms of Use, and nothing in this draft creates obligations for either side.

If you are considering listing your business and anything here is unclear or looks wrong for your situation, tell us before you sign anything; the feedback page reaches the people who wrote this.

This agreement will sit between GoSavis Limited, registered in England and Wales under company number 12899784 with its registered office at 32 Eyre Street, Sheffield, England, S1 4QZ, and the business named at sign-up (the Operator). It covers the Operator’s listing and use of the GoSavis platform: the profile, the services offered, the booking diary, the team workspace, and the tools that come with them. It supplements the Terms of Use rather than replacing them; where the two differ on a matter specific to operating a business, this agreement is intended to take precedence.

The Operator is responsible for the accuracy of its listing: the services described, the prices published, the opening hours, and the imagery. What a customer sees on the listing is what the Operator has promised, and the price shown is the price a customer should pay. GoSavis may verify details before a listing goes live and may ask for corrections where a listing is inaccurate or misleading.

Reviews are the customer’s own words. GoSavis does not edit or remove reviews on an Operator’s behalf, except where a review breaches the platform rules, and the Operator agrees not to solicit fake reviews or offer inducements for favourable ones.

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 direct service agreement between the Operator and the customer. The methods available at checkout can include an online card payment through Stripe or pay on arrival. The checkout and payment-control screens identify the applicable method and, for online payment, whether the Operator or GoSavis is the payment merchant for that transaction.

Where Stripe processes a direct charge for a payment-ready Operator, the Operator is ordinarily the merchant of record and GoSavis collects its platform fee as an application fee. That platform fee comprises the Operator's commission and the GoSavis booking fee shown to the customer at checkout. Where the platform settlement route is used, GoSavis may receive the customer payment and transfer the Operator's share after applicable fees, refunds, disputes, reserves and payment-provider deductions. The final agreement and payment control shown to the Operator will govern the route in use.

The cancellation conditions shown to the customer before confirmation form part of the Booking, and they sit beneath 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 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. An Operator may still set a no-show charge as a percentage of the service price, up to the platform maximum of 50 per cent, which is shown to the Customer at checkout before confirmation; it is taken from the payment already made rather than billed separately, it is applied only to Bookings where the Customer was shown it, and it is never charged above the figure that Booking showed. The Operator must promptly cancel a Booking it cannot fulfil. Refunds for prepaid Bookings are returned through the relevant payment route, subject to payment-provider processing times.

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.

Listing on GoSavis is free, and the free tier is a real tier: every Operator remains discoverable on it. Paid plans, where taken, swap the standard commission for the flat rate shown at sign-up and in the Operator’s settings; the applicable rates are always visible there before anything is agreed. A paid plan is billed monthly to the card on file and renews automatically until the Operator cancels; cancellation takes effect at the end of the month already paid for, which is not refunded, and the Operator then returns to the free tier and its standard commission. Fees never buy search ranking: sponsored placement is labelled, and organic results stay organic.

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 Operator may unlist or close its account at any time from its settings; bookings already confirmed should be honoured or cancelled with notice to the customers concerned. GoSavis may suspend or end a listing where this agreement or the platform rules are breached, where required by law, or where customer safety demands it, and will where practicable give notice and a chance to respond first.

The final agreement will set out each side’s liability in full. The intended shape is conventional: the Operator is responsible for the services it provides and for its obligations to its customers and staff; GoSavis is responsible for the platform working as described; and neither side takes on the other’s liabilities. This agreement will be governed by the law of England and Wales.