Terms
of use.

About these terms

These terms apply when you use the AYS Concierge website and apps, run by AYS Concierge ("AYS", "we"). By creating an account or making a booking you agree to them. If you are a consumer, nothing in these terms affects your legal rights, including those under the Consumer Rights Act 2015.

What AYS does

AYS is a marketplace. We help customers find and book independent local professionals ("pros"), and we take payment on the pro's behalf. The contract for the job itself is between the customer and the pro. Pros are independent businesses, not AYS employees.

We check every pro before they can take bookings, as described on our trust and safety page. Checks reduce risk but cannot remove it, so use your judgement too.

Accounts

• You must be 18 or over and give accurate details.
• Keep your password private. You are responsible for activity on your account.
• One person, one account. Pros must apply in their own name or their business's name.

Bookings and quotes

• Fixed price bookings: the price shown when you book is the price you pay for the job as described. A chosen time is held for you for 30 minutes while you pay.
• Quotes: you describe the job and pros may send quotes. Quotes are free, valid for the period shown and you do not have to accept any.
• A booking is confirmed only when payment is confirmed.
• If the job turns out different from what was described, the pro should explain why and agree any change with you through AYS before doing extra work.

Payments and fees

Customers pay through AYS when they book, using our payment provider. We collect payment on behalf of the pro and pay it to them after deducting the AYS commission. Pros see the commission before accepting work. Customers do not pay a separate booking fee unless one is shown before payment.

Never pay a pro outside AYS for a job found on AYS. Payments made outside AYS are not covered by our support or refunds.

Cancellations and refunds

• By the customer: free up to 24 hours before the start time, with a full refund. After that the booking cannot be cancelled in the app; contact us and we will talk to the pro.
• By the pro: if a pro cancels a paid booking, the customer gets a full refund.
• Problems with the work: tell us as soon as possible, with photos if you can. We will look at the booking, talk to both sides and help reach a fair outcome. This does not limit your legal rights against the pro.

Rules for everyone

• Be honest and respectful. No abuse, discrimination or harassment.
• Do not use AYS for anything illegal, or to collect other users' details for other purposes.
• Do not try to break, overload or get around the security of the platform.
• Do not move bookings or payments off AYS to avoid fees.

Extra rules for pros

• Your documents must be genuine and current. Tell us if your insurance or registration lapses.
• Only offer work you are qualified and, where the law requires it, registered to do: for example Gas Safe for gas work.
• Do the work with reasonable care and skill, at the agreed time and price.
• Use customer details only for the booking they were shared for.
• You are responsible for your own tax, insurance and legal obligations as an independent business.

Suspension and closing accounts

We may suspend or close an account that breaks these terms, puts others at risk or gives false information. You can close your account at any time from account settings, as long as you have no confirmed bookings still to happen.

Our liability

We are responsible for running the AYS platform with reasonable care and skill. The pro is responsible for the work they do. We are not liable for losses that were not foreseeable, or for business losses of customers using AYS for private purposes.

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else the law does not allow us to limit.

Law and complaints

Please tell us about any complaint at office@aysconcierge.co.uk and we will try to sort it out quickly. These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.

Changes to these terms

We may update these terms. If a change is important, we will tell you before it applies. Bookings already made stay under the terms that applied when you made them.