ONEBOX Provider Terms

Effective 22 September 2026.

1. Independent provider status

Providers join ONEBOX as independent businesses and traders. They are not employees or workers of ONEBOX. Providers may accept or decline eligible work, pause new offers and work for other customers or platforms. Providers remain responsible for their own tax, insurance, licences, registrations, credentials, tools, staff and safe working methods.

2. Marketplace and customer contract

ONEBOX operates a digital marketplace and managed booking workflow. For each accepted ONEBOX booking, the provider is the trader that supplies the underlying service to the customer. The service contract is between the provider and the customer once the customer has agreed the final price and ONEBOX confirms acceptance.

The provider appoints ONEBOX on a non-exclusive basis to facilitate matching, booking administration, customer communications, support, payment collection and refunds for ONEBOX bookings. For payment administration, the provider authorises ONEBOX and Stripe to collect customer payment and account to the provider for the payout shown in ONEBOX, subject to these Terms.

3. Pricing and provider payout

For fixed-price and provider-quoted work, the provider payout shown for an accepted job is the amount payable to the provider, subject to lawful refund, cancellation, dispute, chargeback, fraud or correction adjustments. ONEBOX determines the final customer price and the customer must agree that price before the booking becomes binding. Providers are not charged a lead fee or membership fee under the current launch model. ONEBOX does not guarantee any minimum volume of work.

Where a job is offered as a Same-Day Priority opportunity, ONEBOX shows a separate fixed £40 same-day incentive. The customer pays a corresponding £40 priority charge and ONEBOX passes that amount through to the professional in full. ONEBOX does not take commission or service margin from that £40, and the £40 is excluded from the base amount used to calculate ONEBOX loyalty bonuses or customer reward sharing. The incentive is earned only when the professional accepts the same-day condition and completes the agreed work on the requested service date. If the job is cancelled or is not completed on that date, the £40 incentive is removed; the underlying service amount remains subject to the normal booking and cancellation rules.

4. Verification and service standards

The provider must accept only work it is competent and legally permitted to perform and must maintain current insurance and any required licences, registrations or credentials. The provider must perform services with reasonable care and skill and promptly report material delays or scope issues.

5. Authorisation, completion and payout

The provider must not begin work until ONEBOX shows the required customer payment as authorised and the booking is permitted to start. An authorisation is not a completed customer charge.

When the work is finished, the provider must explicitly mark the job complete in ONEBOX. This starts a 24-hour customer review window. The customer can confirm completion immediately or report a problem. If the customer does not report a problem before the review window ends, ONEBOX may capture the authorised payment automatically. That outcome is recorded as the review window expiring without an issue, not as an express customer confirmation.

Provider payout can become eligible after valid provider completion, successful customer payment, either express customer confirmation or clean expiry of the review window, and applicable support, fraud and risk checks. A same-day incentive that has been earned forms part of the professional's payout.

6. Customer complaints and provider right to respond

A customer complaint or refund request does not automatically cancel the provider's entitlement or automatically create a refund. Where a complaint may affect payment, ONEBOX can hold provider payout while a bilateral review takes place.

The provider will normally be given 24 hours from notification to respond through ONEBOX Support and should provide a clear explanation and any relevant evidence available, such as before/after photos, booking messages, agreed scope, receipts, timestamps or completion information. ONEBOX will consider information from both sides before making a financial decision. If the provider does not respond within the stated period, ONEBOX may decide the internal case from the available evidence.

Depending on the facts and applicable consumer law, the outcome may include no refund, repeat performance, price reduction, refund or another appropriate resolution. Deliberately false completion records or fabricated evidence may result in suspension or removal from ONEBOX.

7. Customer data and platform conduct

Customer information obtained through ONEBOX may be used only as reasonably necessary for the accepted booking and related service obligations. Providers must not falsify credentials, reviews, quotes or job status, and must not request off-platform payment for an active ONEBOX booking.

8. Contact

Contact: oneboxservicesuk@gmail.com.