ONEBOX Customer Terms

Effective 22 September 2026.

1. Who ONEBOX is

ONEBOX is a digital marketplace and managed booking platform operated by Oscar Mancha Benavent trading as ONEBOX. ONEBOX helps customers find independent local service providers, manages the booking workflow, facilitates payment through Stripe and provides platform support. ONEBOX does not itself perform the underlying trade or home service unless a booking expressly says otherwise.

2. Who provides the service

The professional shown for a booking is an independent business and is the trader responsible for carrying out the underlying service. The provider is responsible for workmanship, reasonable care and skill, safety and any licences, registrations or credentials required for the work it agrees to perform. The underlying service contract is between the customer and that provider once the final price is agreed and ONEBOX confirms acceptance.

3. Price, authorisation and completion payment

The customer approves the final customer price before the booking becomes binding. The price shown by ONEBOX may include the professional's agreed service amount, the ONEBOX service fee and, where selected, a separately identified same-day priority charge. Stripe handles payment details and ONEBOX does not receive the customer's full card number.

If the customer explicitly chooses Today / Same-Day Priority, ONEBOX adds a fixed £40 same-day priority charge. That £40 is passed through in full to the professional and is not retained as ONEBOX service margin. The charge is conditional on the same-day service condition: the professional must accept the job for that day and complete the agreed work on the requested service date. If that same-day condition is not met, or the booking is cancelled before the priority is earned, the £40 is removed from the amount due and any corresponding authorisation or captured amount is released or refunded as applicable. The normal service price and ONEBOX service fee remain governed by the booking, cancellation and consumer-rights rules.

A saved payment method does not mean money has been charged or reserved. Before work starts, ONEBOX may ask Stripe to authorise the agreed amount. An authorisation can appear as a pending card transaction and temporarily reduce available funds, but it is not the final charge.

The provider must not start until ONEBOX confirms the required payment authorisation. When the provider marks the agreed work complete, a 24-hour customer review window begins. During that window the customer can confirm completion or report a genuine problem through ONEBOX.

If the customer confirms completion, ONEBOX may capture the authorised amount immediately. If no problem is reported before the review window ends, ONEBOX may capture the authorised amount automatically so a professional who has completed the agreed work is not left unpaid solely because the customer did not respond. ONEBOX records this as expiry of the review window, not as an express customer confirmation.

4. Problems, disputes and refunds

Reporting a problem does not automatically create a refund. Where a complaint may affect payment or provider payout, ONEBOX can place the payout on hold and open a bilateral review. The professional is notified and will normally have 24 hours to respond and provide an explanation or relevant evidence. If the professional does not respond within the stated period, ONEBOX may review the case using the evidence available.

ONEBOX may consider the agreed scope and price, booking records, messages, photos, timestamps, completion records and information supplied by both customer and professional. ONEBOX will not approve a refund solely because one party makes an unsupported allegation. Equally, this process does not remove or restrict any statutory consumer right.

Depending on the facts and applicable law, an appropriate outcome may include no refund, repeat performance, a price reduction, a full or partial refund, or another suitable resolution. A deliberately false or misleading claim may result in account restrictions, but customers will not be penalised for raising a genuine concern in good faith.

An internal ONEBOX decision does not prevent either party using rights or remedies available under applicable law, including chargeback or court rights where available.

5. Provider payout

Provider payout can become eligible after the provider has confirmed completion, customer payment has been successfully captured, and either the customer has expressly confirmed completion or the 24-hour review window has expired without an issue being reported. An open complaint, refund, chargeback, fraud or safety review can keep payout blocked until the review is resolved.

6. Cancellation and early performance

Consumer statutory rights take priority over these Terms. Most online consumer service contracts normally include a 14-day cancellation period after the contract is made, subject to applicable exceptions. If a service is due to begin during any applicable cancellation period, ONEBOX requires a separate express request from the customer before the service can start. The current Cancellation & Refund Policy forms part of these Terms. The £40 same-day priority charge is not a cancellation fee and is excluded from any cancellation retention calculation where it has not been earned.

7. Service standards and remedies

Services must be supplied with the rights that apply under UK consumer law, including reasonable care and skill where applicable. Depending on the circumstances and legal rights, remedies may include repeat performance, price reduction, refund or another appropriate resolution.

8. Law and contact

Nothing in these Terms excludes or limits liability or consumer rights that cannot lawfully be excluded or limited. These Terms are governed by the law of England and Wales, subject to mandatory consumer protections and jurisdiction rights that apply to the customer.

Contact: oneboxservicesuk@gmail.com.