Terms of Service

Welcome to Neighbourly (neighbourly.work). Neighbourly is an online marketplace that connects customers with local service providers including tradespeople, freelancers, and other professionals (“Providers”).

Neighbourly is operated by Neighbourly Ltd, a company registered in England and Wales. By accessing or using the platform you agree to be bound by these Terms of Service (“Terms”). If you do not agree, please do not use the platform.

These Terms apply to all users of the platform, including Providers, customers, and visitors. Additional terms may apply to specific features such as subscription plans or payment processing.

By registering as a Provider on Neighbourly you agree to:

• Offer only legitimate, lawful services that you are qualified and, where applicable, licensed or insured to provide.
• Maintain accurate and up-to-date service listings, including descriptions, pricing, and availability.
• Honour confirmed bookings and attend at the agreed time and location. If you are unable to attend, you must cancel with reasonable notice via the platform.
• Communicate professionally and honestly with customers at all times.
• Comply with all applicable laws and regulations, including consumer protection, health and safety, and data protection legislation.

By booking a service on Neighbourly you agree to:

• Provide accurate information when creating a booking, including contact details, location, and any relevant notes or requirements.
• Pay the full service price at the time of booking via the platform’s payment system. All prices are displayed in GBP and include VAT where applicable.
• Be available at the agreed time and location, and provide reasonable access for the Provider to perform the service.
• Cancel bookings in a timely manner if you are unable to proceed. Repeated no-shows may result in account restrictions.

Neighbourly charges Providers a commission on each completed booking. The commission rate depends on the Provider’s subscription tier:

• Free plan: 10% commission
• Standard plan: 8% commission
• Pro plan: 5% commission

The commission is automatically deducted from the service payment before the remainder is transferred to the Provider’s connected Stripe account. Providers receive payouts on Stripe’s standard payout schedule.

Customers pay the listed service price with no additional platform fees.

If a customer is dissatisfied with a service, they may report an issue via the platform within 48 hoursof the booking’s scheduled completion time.

Once an issue is reported, Neighbourly will review the details and may contact both parties to gather further information. Neighbourly reserves the right to issue partial or full refunds at its sole discretion based on the circumstances of each case.

Providers and customers are encouraged to resolve minor issues directly and in good faith before escalating to Neighbourly. The platform’s dispute resolution process is intended as a last resort, not a substitute for direct communication.

Providers may optionally subscribe to a paid plan (Standard or Pro) to access reduced commission rates, higher service limits, and enhanced visibility.

• Subscriptions are billed monthly via Stripe. By subscribing you authorise recurring charges to your payment method.
• You may cancel your subscription at any time. Cancellation takes effect at the end of the current billing period— you will retain your plan’s benefits until then.
• No refundsare issued for partial months. If you cancel mid-cycle you will not be charged again, but the current month’s payment is non-refundable.
• Neighbourly reserves the right to change subscription pricing with 30 days’ written notice. Existing subscribers will be notified by email before any price change takes effect.

Neighbourly reserves the right to suspend or terminate any account, without prior notice, if we reasonably believe the user has:

• Violated these Terms of Service.
• Provided false, misleading, or fraudulent information.
• Engaged in behaviour that is harmful, abusive, or disruptive to other users or the platform.
• Repeatedly failed to honour confirmed bookings without reasonable cause.
• Used the platform for unlawful purposes.

Suspended Providers’ listings will be hidden from public search results and they will be unable to receive new bookings. If you believe your account has been suspended in error, please contact us at hello@neighbourly.work.

Neighbourly is a marketplace platform that facilitates connections between customers and independent service Providers. Neighbourly does not itself provide, perform, or guarantee any services listed on the platform.

To the fullest extent permitted by law, Neighbourly shall not be liable for any direct, indirect, incidental, consequential, or special damages arising from:

• The quality, safety, or legality of services provided by Providers.
• Any dispute between a customer and a Provider.
• Loss of data, revenue, or profits arising from use of the platform.
• Service interruptions, errors, or downtime of the platform.

Providers are solely responsible for the services they offer and for maintaining appropriate insurance, licences, and certifications. Customers are responsible for evaluating Providers before booking.

These Terms shall be governed by and construed in accordance with the laws of England and Wales. Any disputes arising from or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

Neighbourly reserves the right to update these Terms at any time. Material changes will be communicated via email or an in-platform notice. Continued use of the platform after changes take effect constitutes acceptance of the revised Terms.