Customer Terms and Conditions

ZIETARS

United Kingdom marketplace and subscription terms

About these Terms

These Customer Terms and Conditions (Terms) form an agreement between Zietars Limited (Zietars, we, us) and each person or organisation using the Platform as a customer (you, Customer). They explain Zietars’ marketplace role, how Bookings, payments, Wallet balances and Subscriptions operate, your rights and responsibilities, and the rules protecting Customers, Service Providers and Zietars from misuse. By creating an account, selecting “I agree”, making a Booking, buying or renewing a Subscription, adding funds, using a benefit or continuing to use the Platform after a valid notified change, you agree to these Terms. A person acting for a business confirms authority to bind it. We will make the accepted version available in a durable form where required.

1. Definitions and interpretation

Booking: an order or reservation for Services placed through the Platform, including local/garage, Mobile, package, recurring and business Bookings.

Business Customer: a person acting wholly or mainly for purposes relating to a trade, business, craft or profession.

Consumer: an individual acting wholly or mainly outside their trade, business, craft or profession.

Customer Content: reviews, support communications, images, videos, evidence and other content submitted by or for you.

Introduced Provider: a Service Provider whose identity, listing, availability, quote, Service or opportunity became known to you through Zietars.

Mobile Service: a Service carried out at an address or location selected by you rather than at the Service Provider’s premises.

Platform: Zietars’ websites, apps, dashboards, booking, payment, messaging, QR, location, support, Wallet and related digital services.

Promotional Credit: a non-purchased Wallet credit, referral reward, voucher, goodwill credit or discount funded by Zietars or a Service Provider.

Service: car washing, mobile valeting, tyre repairs, vehicle maintenance or diagnostics, and domestic, commercial or industrial cleaning, or another approved service displayed on the Platform.

Service Provider: the independent business identified in the listing and Booking confirmation as supplying the Service.

Subscription: a free or paid plan providing the benefits displayed before enrolment, which may renew automatically until cancelled.

Wallet: the Platform feature recording Purchased Funds, refunds and Promotional Credits available for eligible Platform transactions.

Purchased Funds: money you have paid into the Wallet or a cash-equivalent refund credited with your express agreement, excluding Promotional Credits.

“Including” means “including without limitation”. A duty not to do something includes not permitting, assisting or encouraging it. Clause headings do not affect interpretation.

2. Who may use the Platform

You must be at least 18 and capable of entering a binding contract. You may create an individual or business account. Business accounts and unusual or higher-risk activity may require identity, authority, ownership, address, tax or payment verification. You must provide accurate, complete and current information and use your true identity. One person or business may maintain only the number and type of accounts expressly permitted by Zietars. You must not create duplicate, nominee or replacement accounts; conceal common control; impersonate another person; or re-register to avoid a restriction, debt, investigation or benefit limit.

3. Account security and authorised users

Keep credentials and one-time passcodes confidential, use security features offered, and notify Zietars immediately of loss, compromise or unauthorised activity. You are responsible for activity you authorise or negligently enable, but this does not make you responsible for unauthorised payment transactions where law or payment-provider rules protect you. An account is personal to its owner unless a Subscription expressly permits sharing or a business account permits authorised users. You remain responsible for authorised users and must remove access promptly. Do not sell, rent, transfer or share an account, benefit, QR code or verification credential outside the permitted rules.

4. Zietars’ marketplace role

Zietars operates a managed marketplace. Zietars Administration manages communications, enquiries and dispute mediation between Customers and Service Providers. The Platform may make booking, status, QR, location and support information available without creating a direct communication channel between the parties.

Zietars provides the Platform so Customers can search, compare, book and pay independent Service Providers. Unless a Booking expressly says Zietars is the supplier, the contract for the Service is between you and the Service Provider identified before purchase. Zietars is not the Service Provider’s employer, partner or agent for performing the Service. Zietars may verify providers, facilitate payment, provide software, communications and evidence tools, display reviews, issue operational refunds and mediate complaints. These activities do not guarantee provider conduct, availability, suitability or a particular outcome and do not remove any legal duty Zietars itself owes you.

5. Information, listings and provider selection

Listings should identify the Service Provider and give the main Service characteristics, location, availability, scope, exclusions, total price or calculation method, taxes and mandatory charges, cancellation information and other material terms. Providers set and are responsible for their listings and Services, subject to Zietars’ rules and legal duties. You are responsible for selecting a suitable provider and reading the listing and Booking summary. “Vetted”, “verified”, ratings, badges and search position are marketplace indicators, not guarantees of future performance. If information appears inconsistent or unsafe, do not proceed and report it.

6. Prices, discounts and taxes

The total price payable, including VAT and unavoidable fees where calculable, will be shown before you place the order. Where a variable amount cannot reasonably be calculated in advance, the basis of calculation and any known mandatory charge will be stated. Optional extras require your express agreement. Discounts, Subscription benefits and vouchers apply only to eligible Services and may be subject to transparent caps, dates, provider participation and other conditions shown before use. A pricing error will be addressed fairly: neither Zietars nor a provider may demand an undisclosed price, and you may reject a proposed lawful correction before performance.

7. Making a Booking and contract formation

You must provide accurate Service, vehicle, premises, address, access, date and time information. A Booking is formed with the Service Provider when acceptance is confirmed through the Platform, unless the checkout clearly states another formation point. Payment authorisation alone does not guarantee provider acceptance. Your confirmation will identify the provider, Service, price, location, time and material conditions. Check it immediately and report errors. Any change to scope or price must be agreed through the Platform before additional work, except minimum emergency action reasonably necessary to prevent imminent harm.

8. Consumer service rights

If you are a Consumer, the Service Provider must perform the Service with reasonable care and skill, within the agreed or a reasonable time and for the agreed price, and information said or written about the Service may be binding where you relied on it. Where the law applies, you may be entitled to repeat performance, a price reduction, refund, damages or another remedy. These Terms, provider policies, evidence rules, time limits and internal decisions do not remove a statutory right. Zietars may help administer a remedy, but the provider remains responsible for the Service contract unless Zietars has expressly accepted responsibility.

9. Your responsibilities before and during Services

You must:

• have authority to book the Service for the vehicle, premises, property and persons concerned;
• provide accurate condition, make/model/registration, access, parking, location, hazard and special-requirement information;
• give safe and lawful access at the agreed time, secure pets and vulnerable persons, disclose hazardous materials or conditions, and obtain landlord, occupier or third-party permission where needed;
• remove or identify valuables and sensitive items, retain backups where a Service could affect data or settings, and follow reasonable preparation instructions disclosed before Booking;
• treat providers and Zietars personnel respectfully and not harass, threaten, discriminate against, obstruct or expose them to avoidable risk; and
• inspect the result where reasonably possible, raise genuine concerns promptly and take reasonable steps to prevent further loss.

You are not required to waive a statutory right or accept unsafe or materially different work. A provider may pause or refuse a Service where access, information or conditions create a material safety, legal or scope problem.

10. Mobile, garage and location Services

For a Mobile Service, you must provide a lawful and reasonably safe work location and any utilities or permissions expressly stated before Booking. Location data is used only as described in the Customer Privacy Notice and relevant permission screen. You can enter a postcode manually where the product permits. For a garage Service, comply with lawful arrival, key, collection and storage instructions. Do not ask a provider to drive a vehicle without agreed authority and insurance. If a vehicle or premises cannot safely receive the Service, the cancellation allocation will reflect responsibility, actual loss and mandatory rights.

11. Start, QR and completion evidence

The Platform may use booking codes, QR scans, timestamps, location signals, messages, photographs, signatures or status events to confirm attendance, start, progress and completion. Use them only for the genuine Booking and never share a live code before the provider is present and ready to begin. You must not fabricate, edit, recycle, backdate, spoof or collude to manipulate evidence; falsely deny attendance or completion; confirm completion before performance; obstruct lawful evidence; or submit another person’s image, signature or location as your own. Evidence is assessed as a whole and is not automatically conclusive. Privacy, accessibility, connectivity and technical failures will be considered.

12. Customer communications, Zietars Administration and anti-circumvention

All communications between Customers and Service Providers must be managed through Zietars Administration using the support, ticketing or other Zietars-approved channels made available on the Platform. Direct Customer-Service Provider communication is not permitted. If an immediate threat to life, safety or property requires emergency action, contact the appropriate emergency service first and notify Zietars Administration as soon as reasonably practicable. Nothing in this rule prevents a legally required communication or the exercise of a statutory right. To protect Zietars’ legitimate investment in provider discovery, customer support, managed communications, payment protection and marketplace operation, you must not directly or indirectly arrange, accept, pay for or refer to another person an off-Platform service with an Introduced Provider where the opportunity arose through Zietars. You must not request or exchange personal contact, bank, card, social-media, external booking or other details for the purpose of bypassing Zietars Administration or moving a Zietars-introduced transaction off-Platform. This restriction applies while you use the Platform and for 12 months after your latest Booking, enquiry or disclosure involving that provider. The restriction does not apply where you can show a genuine, established relationship with that provider before the Zietars introduction, or to general advertising not targeted using Platform information. Nothing prevents emergency action, legally required communication, reporting wrongdoing or exercising a statutory right. Report any provider request for off-Platform payment; you will not be penalised for reporting it.

13. Payments and payment methods

You authorise the disclosed charge when placing a Booking or buying a Subscription. Zietars uses Stripe to process Platform customer payments. The payment methods actually available to you are those displayed at checkout or in your account and may include supported card or digital-wallet methods. Additional payment-provider terms may apply. Zietars does not receive or store full card credentials where the payment provider handles them. You must use a payment method you are authorised to use and keep billing details current. Do not use stolen credentials, test cards, fabricated authorisations, payment routing intended to evade controls or repeated intentional payment failures. Zietars may obtain updated account information from payment networks where permitted.

14. Wallet

The Wallet may contain Purchased Funds, refunds and Promotional Credits. The balance is not a bank account, does not earn interest and may be used only for eligible Platform transactions. The legal and safeguarding treatment of Purchased Funds depends on the payment structure and provider disclosed in the Wallet information. Purchased Funds will not expire merely because they are unused. Withdrawal, redemption and return rights are as disclosed and as required by law and payment regulation. A refund will be returned to the original method unless you expressly agree to Wallet credit or law permits another method. Promotional Credits are not Purchased Funds, have no cash value, may have a clear expiry and are non-transferable unless the promotion states otherwise. Zietars may correct duplicate or mistaken credits and freeze a disputed amount while reasonably investigating fraud, chargeback or ownership. It will not confiscate legitimate Purchased Funds as a penalty. You must not sell, transfer, launder, artificially generate or use Wallet balances to obtain cash, cycle payments, exploit refunds or evade eligibility rules.

15. Subscriptions and renewal

The available plan, price, billing interval, benefits, eligibility, discount caps, vehicle/user allowances, trial terms, renewal arrangements and cancellation method will be shown clearly before enrolment. Subscription benefits are Platform benefits and do not guarantee provider acceptance, availability, priority at a specific time or a particular Service outcome. A paid Subscription renews at the disclosed interval until cancelled. You authorise recurring charges to your selected method. Zietars will provide the information, reminders, cooling-off rights and straightforward cancellation route required by law. You may cancel through the account settings or support options available on the Platform. Cancellation normally stops future renewals and benefits continue to the paid period end, unless you exercise a statutory cooling-off right or the plan says otherwise. Fees are refundable where law requires, including where a paid benefit was materially misdescribed or not supplied. Any deduction for benefits used during a cancellation period must be lawful, proportionate and disclosed.

16. Plan benefits and sharing

The plan price, billing interval, benefits, eligibility, caps, vehicle or user allowances, sharing rules and cancellation method will be displayed before purchase. The pre-purchase offer forms part of your agreement and applies to the relevant Subscription. Zietars may change future plan benefits on reasonable notice, but will not remove a paid accrued benefit retrospectively without a fair remedy. Sharing is allowed only where the selected plan expressly permits it and within the stated number and relationship of users. The account owner remains responsible for invitations and may remove users. You must not sell access, create sham family/business groups, rotate users to evade limits or allow unrelated persons to consume benefits.

17. Referrals, vouchers, discounts and promotions

A referral reward is earned only when all disclosed qualifying events occur, such as a genuinely new person registering through the correct link and completing an eligible first purchase after any reversal period. Unless stated otherwise, rewards are Promotional Credits. You must not self-refer; refer a duplicate, controlled, fake or ineligible account; use bots, purchased identities or misleading advertising; split a household or business to multiply rewards; collude with a provider; recycle payment methods to imitate new users; or cancel, refund or charge back a transaction after obtaining a reward. Zietars may withhold or reverse the affected reward and recover direct losses after a fair review. Honest sharing and genuine referrals are permitted.

18. Cancellations, rescheduling and no-shows

The applicable cancellation and rescheduling policy will be shown before Booking and in the confirmation. A stated charge is a maximum allocation, not an automatic penalty. Any amount retained from a Consumer must be fair and proportionate to actual net loss directly caused by the cancellation after reasonable mitigation, taking account of provider work, timing, ability to rebook and costs saved. A no-show means the provider attended or was ready and able to perform at the agreed place and time but could not do so because of your failure to attend, provide access or satisfy a disclosed essential condition. A no-show is not automatically non-refundable: the outcome depends on evidence, actual loss, the policy and mandatory law. Subscription fee waivers, if any, waive only the stated Platform charge and do not automatically eliminate proven provider loss. If a provider cancels, cannot attend or cannot perform for reasons not caused by you, you may choose any offered suitable rebooking or receive the refund required by law. Repeated cancellations or false no-show claims by either side may be investigated.

19. Statutory cancellation rights for distance and off-premises contracts

Consumers generally have 14 days after entering a qualifying distance or off-premises service contract to cancel without giving a reason, subject to statutory exceptions. The provider’s identity, cancellation instructions and model form must be supplied where required. You may communicate any clear cancellation statement; use of a model form is optional. If you expressly request performance during the cancellation period, you may have to pay a proportionate amount for Service supplied before cancellation, but only where the legal information and request requirements are met. You lose the right to cancel a fully performed Service during that period only after the required express request and acknowledgement. Special rules may apply to urgent repairs specifically requested by you, personalised goods, installed parts and other statutory exceptions. This clause concerns the statutory cooling-off right, which is separate from contractual cancellation, rescheduling, Service-quality and refund rights.

20. Refunds, re-performance and credits

Refunds and remedies are determined by the Service contract, mandatory law, payment rules and the evidence. Zietars may facilitate repeat performance, price reduction, full or partial refund, rebooking or goodwill credit. A goodwill offer does not replace a statutory remedy unless you knowingly agree a lawful settlement after the issue arises. Cash/card payments will normally be refunded to the original method. Zietars will not substitute Wallet credit for a refund owed in money without your express agreement, unless law clearly permits. Promotional Credits used in a cancelled Booking may be restored subject to their original lawful conditions and expiry.

21. Complaints and dispute evidence

Raise a complaint through support promptly with the Booking ID, issue, requested outcome and available evidence. Prompt notice helps investigation but does not shorten a statutory limitation period. Preserve original photos, video, support communications, receipts and property/vehicle condition information and take reasonable steps to reduce further loss. Zietars will normally give both Customer and provider a reasonable opportunity to respond, unless urgent safety, fraud, payment or legal deadlines require earlier action. Platform records are admissible evidence but are not conclusive and may be challenged. Zietars’ internal outcome is an operational decision, not a final court judgment, and does not remove statutory, card, ombudsman or court rights.

22. Chargebacks and payment disputes

Nothing in these Terms removes a lawful right to contact your card issuer, bank or payment provider or make a statutory claim. Before escalating, you should use Zietars support where reasonably practicable so the matter can be investigated, unless delay could prejudice a deadline or urgent right. You must not make a knowingly false, inflated, duplicate or misleading chargeback; deny authorisation you gave; claim non-receipt of a performed Service; omit a refund already received; submit fabricated evidence; or use chargeback as leverage for a benefit not legally due. Zietars may contest a claim with accurate evidence, reverse duplicate refunds or Promotional Credits, restrict disputed amounts and recover direct loss caused by deliberate fraud, but will not penalise a good-faith claim merely because it is unsuccessful.

23. Reviews and Customer Content

Reviews must reflect a genuine experience and be honest, relevant and lawful. Do not create or commission fake reviews, review a provider without a genuine interaction, coordinate ratings, threaten review harm, demand payment for removal, impersonate another person, disclose unnecessary personal data or post defamatory, discriminatory, abusive, illegal or infringing content. You retain ownership of Customer Content and grant Zietars a non-exclusive, worldwide, royalty-free licence to host, reproduce, format, moderate, display and use it for Platform operation, safety, dispute handling and promotion, subject to the Customer Privacy Notice and law. You warrant you have the necessary rights and permissions. Zietars may verify, label, restrict or remove content where reasonably necessary, but honest negative feedback is not removed merely because it is unfavourable.

24. Prohibited conduct and fraud

You must not:

• commit or attempt fraud, theft, money laundering, tax evasion, bribery, sanctions evasion, identity abuse or any unlawful act;
• manipulate Bookings, prices, availability, location, QR codes, completion status, referrals, Wallet balances, Subscriptions, discounts, vouchers, rankings, reviews, complaints, refunds or chargebacks;
• make a false damage, injury, non-attendance, non-performance or unauthorised-payment claim, conceal relevant facts or tamper with evidence;
• collude with a provider, employee, household member or third party to create sham transactions, split payments, extract credit, avoid fees or move business off-Platform;
• scrape, reverse engineer, probe, overload, introduce malware, use unauthorised bots, evade access controls or misuse another person’s data; or
• harass, threaten, coerce, exploit, discriminate against or endanger a provider, Customer or Zietars worker.

A technical error, unused control or failure to trigger a warning does not authorise misuse. You must report material vulnerabilities privately and not exploit them.

25. Fair investigation and anti-fraud remedies

Where Zietars reasonably suspects fraud, serious breach, account compromise, safety risk or payment abuse, it may proportionately delay a transaction, freeze the affected Wallet or benefit, require verification, restrict a feature or temporarily suspend the account while investigating. It will give the general reason and an opportunity for human review where practicable, unless disclosure would prejudice security, another person’s rights or a legal duty. For established deliberate misuse, Zietars may correct records, reverse improperly obtained discounts or Promotional Credits, cancel affected Bookings, terminate access, set off a matured debt where lawful, and seek direct, reasonably foreseeable loss and reasonable recovery costs. No fixed sum is intended as a penalty, there will be no double recovery, and legitimate Purchased Funds will not be confiscated. Criminal conduct may be reported lawfully and proportionately.

26. Suspension and termination

You may close your account after resolving active Bookings, Subscription cancellation, withdrawals and amounts due. Zietars may suspend or terminate for material or repeated breach, fraud, security or safety risk, invalid identity, unlawful conduct, abusive behaviour, payment default or legal requirement. Immediate action is permitted where delay creates material risk; otherwise Zietars will normally give notice and a chance to remedy. Termination does not cancel statutory rights, accrued refunds, valid Purchased Funds, existing claims or obligations intended to survive. Zietars will explain how to retrieve required records and handle the remaining balance, subject to lawful investigations and payment-provider processes. Do not re-register to evade termination.

27. Privacy, location and communications

Zietars processes personal data under its Customer Privacy Notice and applicable UK data protection law. This may include identity, contact, address, location, vehicle, premises, Booking, payment-token, device, fraud-prevention, communication and evidence data. Service Providers may receive only information reasonably necessary to fulfil Bookings or legal duties. Any such disclosure does not authorise direct Customer-Service Provider communication; communications remain managed through Zietars Administration. Service Providers may not use Customer data for unrelated marketing. Location features require the permission described by the device or Platform and may be disabled where a manual option exists. Service messages needed for security, transactions, legal changes and Bookings are not marketing. Marketing preferences can be changed through settings or the unsubscribe method.

28. Platform availability and changes

Zietars may maintain, secure, update or discontinue Platform features. It does not guarantee uninterrupted access, but will use reasonable care and skill in providing its own digital services and will not exclude remedies that apply to paid digital content or services. Planned material changes affecting paid benefits will be notified and accompanied by any fair remedy required.

29. Liability

Nothing excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of rights that cannot lawfully be excluded, or any other liability that law does not permit to be limited. If you are a Consumer, Zietars is responsible for foreseeable loss caused by its breach of these Terms or failure to use reasonable care and skill, but not for loss that was not foreseeable, caused by you, or a business loss. Zietars is not responsible for the independent provider’s performance merely because it operates the marketplace, but remains responsible for its own acts and any obligation law imposes on it. If you are a Business Customer, subject to the first paragraph, neither party is liable for indirect or consequential loss or loss of profit, revenue, business, opportunity, goodwill or anticipated saving. Zietars’ aggregate liability to a Business Customer in any 12 months is limited to the greater of £500 and the Platform or Subscription fees paid by that Customer to Zietars in that period. This business cap does not reduce money Zietars is holding and required to return. You are responsible for loss directly caused by your breach, negligence, unlawful conduct or fraud. Consumers are not required to indemnify Zietars for losses outside their reasonable control or beyond what consumer law permits. Each party must take reasonable steps to reduce loss.

30. Changes to these Terms

Zietars may change these Terms for legal, regulatory, security, fraud-prevention, product or commercial reasons. Material changes will be notified clearly in advance, normally at least 15 days, unless urgent law or security requires earlier effect. The notice will state the effective date and material effect. Changes do not retrospectively reduce completed Booking rights or accrued refunds. Where a change materially disadvantages an active paid Subscription, you may cancel and receive any refund required by law or the notified offer. Zietars may require express acceptance. Continued use after valid notice constitutes acceptance only where lawful.

31. Complaints, managed communications, ADR and legal rights

Use the customer support options available on the Platform. All Customer-Service Provider communications about enquiries, complaints and disputes are managed through Zietars Administration. Zietars aims to resolve issues within 48 hours where reasonably practicable and will notify you if additional time is required. Complex, safety, provider, fraud, payment or legal matters may require longer. The applicable Service Provider complaint details may be supplied where required by law, but this does not authorise direct contact outside Zietars Administration. Where an applicable alternative dispute resolution process is available or required, details will be provided through the Platform or relevant Service Provider. You may also obtain independent consumer advice and use any statutory complaint or dispute route available to you. Nothing prevents an urgent application, card claim, statutory complaint or court proceeding.

32. General

Assignment

You may not transfer an account or contract without consent, but this does not restrict a statutory right. Zietars may transfer its agreement to a group company or successor on notice if this does not reduce your rights.

Force majeure

A party is not responsible for delay caused by events beyond reasonable control, but must notify and mitigate. This does not remove refund or service rights that apply when performance does not occur.

Entire agreement

These Terms and the disclosed Booking, plan and policies form the agreement about Platform use. Nothing excludes fraud or information that law treats as binding. Your additional terms apply only if expressly accepted in writing.

Severance and waiver

An invalid term is modified only to the minimum lawful extent or removed; the rest continues. Delay in enforcing a right is not a waiver. Remedies are cumulative without double recovery.

Third-party rights

Service Providers enforce their own Service contracts. Otherwise, no non-party may enforce these Terms under the Contracts (Rights of Third Parties) Act 1999 unless expressly stated. Electronic acceptance and records are effective, subject to law.

33. Governing law and courts

These Terms are governed by the law of England and Wales. If you are a Consumer resident elsewhere in the United Kingdom, you retain any mandatory protections of your home jurisdiction and may generally bring proceedings in the courts where you live. Business Customers submit to the exclusive jurisdiction of the courts of England and Wales.

Contact and support

For booking, account, subscription, cancellation or complaint support, use the Contact Us, account-support or other customer support options made available on the Zietars Platform. Legal notices may also be sent to Zietars Limited at its registered office: 124 City Road, London, EC1V 2NX, United Kingdom.

Schedule 1 – Customer Subscription Plans

The plan information displayed immediately before enrolment forms part of your Subscription and governs if it differs from this summary. Zietars may update available plans, prices and benefits for future enrolments in accordance with these Terms and applicable law.