Business Terms of Service

Introduction

Welcome to heyLOKAL's Business Platform. These Business Terms of Service ("Business Terms") supplement our general Terms and Conditions and specifically govern your use of heyLOKAL as a business owner or service provider.

Business Service Agreement

Platform Services

By using heyLOKAL as a business, you gain access to:

• Professional business profile and listing management
• Online booking and appointment scheduling system
• Integrated payment processing through Stripe Connect
• Customer review and rating management
• Business analytics and performance insights
• Marketing tools and promotional features
• Customer communication and support tools

Business Eligibility

To use our business services, you must:

• Operate a legitimate business in our service areas (Greenwich, Deptford, Lewisham, Woolwich)
• Hold all necessary licenses, permits, and insurance required for your business
• Be 18 years or older and legally able to enter into contracts
• Provide accurate and complete business information
• Comply with all applicable laws and regulations

Platform Fees and Pricing

Commission Structure

Fee Changes

• We reserve the right to modify commission rates with 30 days' written notice
• Existing bookings will not be affected by fee changes
• Premium feature pricing may be adjusted based on market conditions

Payment Terms

• Commission fees are automatically deducted from each transaction
• Payouts are processed according to your Stripe Connect schedule
• VAT will be added to commission fees where applicable

Quality Assurance Standards

Service Quality Requirements

As a business on our platform, you agree to maintain high standards:

Performance Monitoring

We monitor business performance through:

• Customer Reviews: Maintaining an average rating of 4.0+ stars
• Response Times: Timely responses to customer inquiries
• Booking Completion: High rate of successful service delivery
• Cancellation Rate: Low rate of last-minute cancellations

Refund Policy

Customer Refunds

You are responsible for handling customer refunds according to your individual refund policy, which must be clearly displayed on your business profile. However, heyLOKAL may facilitate refunds in certain circumstances:

Commission Refunds

When customer refunds are processed:

• Full refunds: Commission fees are returned to the business
• Partial refunds: Commission is adjusted proportionally
• Processing fees (Stripe charges) are non-refundable
• Refund processing typically takes 5-10 business days

Account Termination Rights

Termination by Business

You may terminate your business account at any time:

• Provide 30 days' written notice to allow existing bookings to complete
• Complete all outstanding customer commitments
• Settle any outstanding payments or disputes
• Account data will be retained for 7 years for tax and legal purposes

Termination by heyLOKAL

We may terminate or suspend business accounts for:

Post-Termination

• All pending bookings must be completed or refunded
• Final payment settlement within 30 days
• Business profile and listings will be removed
• Customer reviews and ratings will be archived

Dispute Resolution

Customer Disputes

When customer disputes arise, heyLOKAL may facilitate resolution:

1. Direct Resolution: Attempt to resolve directly with the customer
2. Platform Mediation: heyLOKAL mediates if direct resolution fails
3. Evidence Review: Both parties provide documentation and evidence
4. Final Decision: heyLOKAL makes binding decision on refunds/compensation

Appeals Process

If you disagree with a dispute resolution decision:

• Submit appeal within 14 days with additional evidence
• Independent review by senior management
• Final decision within 21 days of appeal submission
• Legal arbitration available for high-value disputes (over £1,000)

Platform Obligations and Support

Our Commitments to You

Service Level Agreements

• Support Response: Initial response within 4 hours (business hours)
• Critical Issues: Resolution within 24 hours
• Payment Processing: Standard Stripe Connect timelines apply
• Platform Updates: 48-hour notice for major changes

Data Protection and Privacy

Business Data

Your business information and customer data are protected under our Privacy Policy:

• Business profile information remains your property
• Customer data is shared only as necessary for service delivery
• Analytics data is anonymized and aggregated
• You maintain control over your business information display

Data Portability

Upon request, we will provide:

• Export of your business profile data
• Customer contact information (where permitted)
• Booking history and analytics data
• Review and rating summaries

Limitation of Liability

Platform Liability

heyLOKAL's liability is limited as follows:

• We are not liable for customer disputes or service quality issues
• Maximum liability per incident: £10,000 or your annual commission payments, whichever is lower
• No liability for indirect, consequential, or loss of profits damages
• We are not responsible for third-party service interruptions (e.g., Stripe, payment processors)

Business Insurance

Governing Law and Jurisdiction

These Business Terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the English courts.

Alternative Dispute Resolution

For disputes involving amounts over £5,000, both parties agree to attempt resolution through mediation before pursuing legal action. We recommend using the Centre for Effective Dispute Resolution (CEDR) for commercial mediation services.

Updates to These Terms

We may update these Business Terms from time to time. We will:

• Provide 30 days' notice for material changes affecting fees or core services
• Email notification to all active business accounts
• Post updates on our business portal
• Allow opt-out period for significant changes that materially affect your rights

Contact Information