Ozzo Terms of Use

Ozzo provides a digital marketplace that connects persons or businesses seeking assistance with tasks (“Clients”) with independent persons or businesses willing to perform those tasks (“Helpers”). Ozzo provides the Platform and facilitates the connection between Clients and Helpers. Ozzo does not itself perform the tasks advertised on the Platform and is not a party to the agreement for the performance of a task between a Client and a Helper. When a Client selects a Helper for a task, an agreement for that task is formed directly between the Client and the selected Helper. Ozzo may facilitate communications, payments, reviews, dispute handling and other features relating to a task without becoming a party to the agreement between the Client and the Helper.

Users must be at least 18 years old and legally capable of entering into binding agreements. Users must provide accurate, complete and up-to-date information when creating and maintaining an account. Users are responsible for maintaining the security of their accounts and must not allow another person to use their account. Ozzo may require identity verification and other reasonable verification measures before allowing access to some or all features of the Platform.

Clients may use the Platform to publish tasks they would like a Helper to perform. Clients are responsible for providing accurate and sufficient information about a task, including where relevant: • the nature and scope of the work; • pickup and delivery locations; • quantities, dimensions or approximate weight; • stairs, elevators and other access conditions; • photographs; • timing requirements; and • any other circumstances that could reasonably affect the performance or pricing of the task. Clients are responsible for ensuring that tasks posted through the Platform are lawful and can legally be performed. Clients may not request services involving illegal activities, prohibited goods or any activity prohibited under these Terms.

Helpers use the Platform independently. Helpers decide for themselves: • whether and when to use the Platform; • which tasks they wish to apply for; • how frequently they use the Platform; • whether to submit an application for any particular task; and • where the Platform permits, what price they wish to offer for a task. There is no minimum level of activity and no obligation to apply for or perform any number of tasks. Ozzo does not guarantee Helpers any minimum amount of work, income or availability of tasks. Clients independently decide which Helper, if any, they wish to select. Ozzo does not assign Helpers to Clients or require a Helper to accept a particular task. Subject to the requirements agreed with the Client and applicable law, Helpers are responsible for determining how a task is performed. Nothing in these Terms creates an employment relationship, partnership, joint venture or agency relationship between Ozzo and a Helper. The legal classification of any activity is ultimately determined by applicable law and the actual circumstances and cannot be altered solely by these Terms.

Helpers may register on the Platform in the capacity made available during registration, including as a private individual or as a business/professional. Each Helper is responsible for selecting and maintaining the correct status. A Helper who performs services professionally or as part of a business is responsible for complying with all applicable requirements, including where relevant: • business or self-employment registration; • tax registration and reporting; • social security obligations; • licences and permits; • insurance; and • any other legal or regulatory requirements applicable to the services provided. Registration as a private individual on Ozzo does not constitute confirmation by Ozzo that the Helper may perform an unlimited number or value of tasks without registering as self-employed or as a business. Each Helper is responsible for determining and complying with their own tax, social security and regulatory obligations. Ozzo may request information or documentation reasonably necessary to verify a Helper's status or comply with applicable law.

When a task is published, eligible Helpers may choose whether to apply. Where enabled by the Platform, Helpers may propose a price different from the Client's initially proposed price. The Client independently chooses whether to select a Helper and which Helper to select. A Helper's application does not guarantee selection. Once a Client selects a Helper, the Client and Helper enter into an agreement directly with each other for the performance of the task at the agreed price and subject to the agreed task details. Clients and Helpers are responsible for reviewing and agreeing on all relevant task details before performance begins.

The selected Helper is responsible for performing the task agreed with the Client. Helpers are responsible for having any equipment, vehicle, tools, qualifications, permits or other resources reasonably required to perform the task lawfully and safely. Clients must provide reasonable access and accurate information necessary for the Helper to perform the task. If the actual circumstances materially differ from the task description, the Client and Helper should resolve the difference before continuing the task. Any change to the scope or price of a task should be agreed between the Client and Helper using functionality provided by Ozzo where available.

Where a task involves transportation, removal of waste, construction materials, furniture or other goods, the Helper is responsible for ensuring that the activity is performed in accordance with applicable laws and regulations. Helpers are responsible for obtaining any licence, authorisation or registration required for the activity they perform. Waste and other materials must only be transported, handled and disposed of at lawful and authorised locations. Illegal dumping or disposal is strictly prohibited and may result in immediate suspension or termination of the user's account.

Payments relating to tasks are processed through third-party payment service providers. Ozzo is not a bank and is not a licensed payment institution. The Helper appoints Ozzo as their agent for the limited purpose of collecting payment from the Client for a task performed through the Platform. Payment made by a Client to Ozzo, or to a payment service provider acting for Ozzo, discharges the Client's payment obligation to the Helper to that extent, even if Ozzo has not yet paid the Helper. Ozzo collects the total amount payable by the Client, deducts its own fees, and makes the balance available to the Helper in accordance with the applicable payment process. When a Client selects a Helper, the Client may be required to provide or verify a valid payment method. Depending on the payment flow applicable to the task, a payment authorisation may be performed before the task begins. When the task begins, the agreed amount and applicable fees may be charged. Funds may be held until the applicable conditions for release are met. Ozzo charges fees for use of the Platform. Applicable fees are displayed to the relevant user before the transaction is confirmed. Fees charged to a Helper are invoiced to the Helper; fees charged to a Client are invoiced to the Client. Users authorise Ozzo and its payment service providers to process payments, fees, refunds and other adjustments in accordance with these Terms and the applicable payment flow.

Users are responsible for determining and fulfilling their own tax obligations arising from use of the Platform. Ozzo may collect, retain and report information concerning users and transactions where required by law, including under applicable EU platform reporting rules such as DAC7. Users must provide accurate tax and identification information when reasonably requested by Ozzo for legal or reporting purposes.

Clients and Helpers should only accept or confirm tasks they reasonably intend to complete. Before the Helper sets off. Either party may cancel and the Client is refunded in full. After the Helper sets off, before arrival. If the Client cancels, 70% of the amount paid is refunded and 30% is retained as compensation for the Helper's time and travel. If the Helper cancels because of an emergency, or does not arrive, the Client is refunded in full. Once the Helper has arrived. The task can no longer be cancelled. If something is wrong at the location the Helper can report a problem, and the Client can raise a dispute after the work is submitted. If a Helper has arrived but the task stalls well beyond its scheduled window, the Client may cancel and is refunded in full. Late cancellations and communication. Cancelling late, or cancelling without telling the other party through the Platform, may lead to restriction or suspension of an account. A Helper who uses more than three emergency cancellations within 30 days is suspended pending review, and a Helper who does not attend an agreed task is suspended automatically. Telling the other party as early as possible, in the Platform chat, is what keeps a cancellation from being treated this way.

Clients and Helpers should communicate through the Platform and promptly report material problems relating to a task. Ozzo may provide tools to facilitate the resolution of disputes between Clients and Helpers. Ozzo may, where appropriate and permitted by the applicable payment arrangements, temporarily delay the release of funds while a reported issue is reviewed. Ozzo may consider information provided by both parties, including messages, photographs, task information, location information and other relevant evidence available through the Platform. Ozzo's assistance in resolving a dispute does not make Ozzo the provider of the underlying task. Nothing in this section limits any mandatory legal rights available to a Client or Helper.

After a task, users may be able to rate or review each other. Reviews must be honest, relevant and based on genuine experiences. Ozzo may remove reviews that are fraudulent, abusive, discriminatory, threatening, irrelevant or otherwise violate these Terms. Ozzo does not guarantee the accuracy of user-generated ratings or reviews.

Users must treat each other respectfully. Users must not: • threaten, harass or abuse another user; • discriminate against another user unlawfully; • publish false, misleading or fraudulent information; • use the Platform for illegal purposes; • attempt to obtain unauthorised access to another user's account; • manipulate ratings, payments or Platform functionality; • interfere with the operation or security of the Platform; or • use the Platform in a manner that creates unreasonable risk to another person.

Users must not use the Platform to intentionally circumvent Ozzo's payment process or applicable Platform fees for a task that was introduced through Ozzo. Users must not publish phone numbers, email addresses or other contact information in task descriptions, photographs, profiles or other public areas of the Platform for the purpose of avoiding the Platform's booking or payment process. Where communication functionality is provided through Ozzo, Clients and Helpers should use that functionality for communications relating to a task. Repeated or deliberate attempts to circumvent the Platform may result in suspension or termination.

Ozzo has zero tolerance for content or behaviour that is abusive, harassing, hateful, sexually explicit, violent, illegal or otherwise harmful. Users may report inappropriate behaviour using the reporting functionality available in the Platform. Ozzo may investigate reports and remove content, restrict accounts, suspend users or permanently terminate accounts where appropriate. Users may also contact Ozzo support to report serious concerns.

Unless explicitly stated otherwise for a particular service, Ozzo does not provide insurance covering a Helper's performance of a task. Helpers are responsible for determining whether appropriate insurance is required or advisable for the tasks they perform. Professional Helpers are responsible for maintaining any insurance required by applicable law or reasonably necessary for their professional activities. Clients may ask a Helper about relevant insurance before selecting them.

Ozzo provides the technology and marketplace through which Clients and Helpers can find and interact with each other. Ozzo does not itself perform tasks advertised through the Platform and does not supervise or control the manner in which independent Helpers perform those tasks. To the maximum extent permitted by applicable law, Ozzo is not responsible for the acts or omissions of users or for loss or damage caused directly by the performance or non-performance of a task by a Client or Helper. Ozzo does not guarantee that: • a Client will receive applications; • a Helper will be selected; • a task will be completed; • a particular user will be available; • information provided by another user is accurate; or • a user's performance will meet another user's expectations. Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited, including any mandatory consumer rights.

Ozzo may use identity verification and other measures intended to improve trust and safety on the Platform. Verification does not constitute a guarantee by Ozzo regarding a user's identity, qualifications, reliability, safety or suitability for a particular task. Clients and Helpers remain responsible for exercising reasonable judgment when interacting with other users.

Ozzo may restrict, suspend or terminate access to the Platform where a user: • materially or repeatedly violates these Terms; • engages in fraud or attempted fraud; • creates a safety risk; • engages in abusive or illegal behaviour; • deliberately circumvents Platform payments or fees; • repeatedly fails to perform agreed tasks; • provides materially false account information; or • creates material legal, regulatory or security risk for Ozzo or other users. Where appropriate and reasonably possible, Ozzo may provide notice or an opportunity to respond before taking action. Users may stop using Ozzo at any time.

Ozzo may modify, update, suspend or discontinue features of the Platform. Ozzo does not guarantee uninterrupted or error-free availability of the Platform. Ozzo may temporarily restrict access for maintenance, security, technical or legal reasons.

Ozzo may update these Terms from time to time. Where changes materially affect users' rights or obligations, Ozzo will provide reasonable notice where required by applicable law. Continued use of the Platform after updated Terms take effect constitutes acceptance to the extent permitted by applicable law.

Ozzo processes personal data in accordance with its Privacy Policy and applicable data protection law. Users should review the Privacy Policy for information about how personal data is collected, used, retained and shared.

These Terms are governed by the law applicable to the Ozzo entity providing the Platform, subject to mandatory laws and consumer protections that apply to individual users based on their place of residence. Nothing in these Terms deprives consumers of mandatory rights or protections available under applicable law.

Questions about these Terms or the Platform may be sent to: Ozzo Support support@bookozzo.com