Terms of Service

1. Introduction and Acceptance

1.1 About These Terms

These Terms of Service ("Terms") constitute a legally binding agreement between you and Hault Limited ("Hault", "we", "us", or "our"), a company registered in England and Wales, governing your access to and use of the Hault platform, including our website at hault.co.uk, mobile applications, and all related services (collectively, the "Platform").

1.2 Acceptance of Terms

By creating an account, accessing, or using the Platform, you acknowledge that you have read, understood, and agree to be bound by these Terms. If you do not agree to these Terms, you must not use the Platform.

1.3 Eligibility

To use the Platform, you must:

• Be at least 18 years of age
• Be legally capable of entering into binding contracts
• Not be prohibited from using the Platform under applicable UK law
• Provide accurate and complete registration information

1.4 Changes to Terms

We reserve the right to modify these Terms at any time. We will notify you of material changes by email or through the Platform at least 14 days before they take effect. Your continued use of the Platform after changes become effective constitutes acceptance of the modified Terms.

2. Platform Description

2.1 Marketplace Model

Hault operates as a technology platform that connects individuals seeking roadside assistance and vehicle care services ("Customers") with independent service providers ("Service Providers" or "Mechanics"). Hault is not a roadside assistance company, insurance provider, or vehicle repair service, we are a marketplace facilitating connections between Customers and Service Providers.

2.2 Services Facilitated

The Platform facilitates booking of the following services:

Roadside Assistance:

• Jump Start Services
• Battery Replacement
• Puncture Repair
• Spare Wheel Fitting
• Tyre Replacement
• Vehicle Lockout Assistance
• Key Extraction
• Tow and Recovery Services

Vehicle Care:

• Quick Wash
• Exterior Valet
• Interior Valet
• Mini Valet
• Full Valet

3. User Accounts

3.1 Account Creation

To access Platform features, you must create an account by providing:

• Full legal name
• Valid email address
• UK mobile phone number
• Password meeting our security requirements

For Service Providers, additional verification is required (see Section 5).

3.2 Account Security

You are responsible for:

• Maintaining the confidentiality of your account credentials
• All activities that occur under your account
• Notifying us immediately of any unauthorised access

3.3 Account Accuracy

You must ensure all account information remains accurate and current. We may suspend or terminate accounts with materially inaccurate information.

3.4 One Account Per Person

Each individual may maintain only one Customer account and one Service Provider account. Multiple accounts may be terminated without notice.

4. Customer Terms

4.1 Service Requests

When you request a service through the Platform:

• You authorise us to share your location and contact details with nearby Service Providers
• You agree to the quoted price displayed before confirmation
• You acknowledge estimated arrival times are approximations only
• You must be present (or have an authorised representative present) for the service

4.2 Pricing

Standard Pricing: Service prices are set by Hault and displayed in the Platform before booking. Prices include VAT where applicable.

Dynamic Pricing: During periods of high demand, prices may increase. You will always see the final price before confirming a booking.

Additional Charges: Some services may incur additional charges for parts, materials, or circumstances beyond standard scope. Service Providers will inform you of any additional costs before proceeding, and you must approve them.

4.3 Cancellation Policy

Customer Cancellations:

• Free cancellation within 2 minutes of booking
• After 2 minutes but before Service Provider dispatch: £5 cancellation fee
• After Service Provider dispatch: 50% of service cost (minimum £15)
• No-show (Customer not present): 100% of service cost

Service Provider Cancellations: If a Service Provider cancels after accepting your request, we will immediately attempt to assign an alternative provider at no additional cost to you.

4.4 Service Quality

While we vet our Service Providers, Hault does not guarantee the quality of services performed. Service Providers are independent contractors responsible for their own workmanship. If you are dissatisfied with a service, please use our dispute resolution process (Section 9).

5. Service Provider Terms

5.1 Independent Contractor Status

This means:

• You control how, when, and where you provide services
• You are free to accept or decline service requests
• You may work for competing platforms
• You provide your own tools, equipment, and vehicle
• You are responsible for your own taxes, National Insurance, and business compliance
• No employment relationship, partnership, or agency is created

5.2 Onboarding Requirements

To become a Service Provider, you must:

• Be at least 21 years of age
• Possess a valid UK driving licence
• Provide proof of right to work in the UK
• Pass our background verification checks
• Maintain appropriate professional qualifications for services offered
• Carry valid public liability insurance (minimum £1,000,000)
• For tow services: Possess appropriate vehicle operator licence
• Complete Hault's onboarding process

5.3 Service Standards

Service Providers agree to:

• Arrive within the estimated time frame (when accepted)
• Provide services professionally and competently
• Communicate honestly with Customers
• Charge only the prices displayed in the Platform plus pre-approved extras
• Document services with photographs as required
• Wear appropriate identification when requested

5.4 Service Provider Earnings

Commission Structure: Hault retains a commission on each completed service. Current commission rates are communicated during onboarding and may be updated with 30 days' notice.

Payment Processing: Earnings are processed via Stripe Connect. Service Providers must maintain a valid Stripe Connect account in good standing.

Payment Timing: Earnings are transferred according to your Stripe Connect settings, typically within 2-7 business days of service completion.

5.5 Fraud Prevention

Service Providers must not:

• Recommend unnecessary services or repairs
• Artificially inflate service scope or duration
• Collude with Customers to defraud the Platform
• Accept payments outside the Platform for Hault-booked services
• Falsify documentation or photographs

Fraudulent activity will result in immediate account termination and may be reported to relevant authorities.

6. Membership Plans

6.1 Available Plans

6.2 Membership Clarifications

Fair Use Policy: Unlimited roadside benefits are subject to fair use. We reserve the right to investigate patterns suggesting abuse, including but not limited to:

• More than 4 roadside callouts per month
• Repeated callouts for the same issue without repair
• Callouts for commercial vehicles or fleet use (unless specifically agreed)

6.3 Billing and Renewal

• Memberships are billed in advance (monthly or for the commitment period)
• Memberships auto-renew unless cancelled
• Payments are processed via Stripe
• Failed payments may result in membership suspension

6.4 Membership Cancellation

Monthly Plans: Cancel anytime. Access continues until the end of the current billing period.

Annual/Biennial Commitments: Early cancellation incurs the remaining balance of the minimum term or a £25 early termination fee, whichever is less.

6.5 New Member Waiting Period

Roadside assistance benefits under Hault Unlimited are subject to a 30-day waiting period from membership start date. Car wash and valet discounts apply immediately.

7. Payments

7.1 Payment Processing

All payments are processed securely through Stripe, Inc. By using the Platform, you agree to Stripe's terms of service.

7.2 Payment Methods

We accept major credit and debit cards. You must provide valid payment details and maintain a valid payment method on file.

7.3 Authorisation

By adding a payment method, you authorise Hault to charge:

• Service costs upon completion
• Membership fees as scheduled
• Cancellation fees where applicable
• Any other charges you agree to

7.4 Receipts

Electronic receipts are provided via email and in your account history for all transactions.

7.5 Disputes

For payment disputes, contact us within 30 days at billing@hault.co.uk. Chargebacks initiated without first contacting us may result in account suspension.

8. Platform Rules

8.1 Acceptable Use

Users must not:

• Provide false information or impersonate others
• Use the Platform for unlawful purposes
• Harass, threaten, or abuse other users or staff
• Circumvent the Platform to arrange services directly
• Interfere with Platform operation or security
• Scrape, copy, or reproduce Platform content
• Use the Platform for commercial purposes beyond individual vehicle services
• Resell or transfer your account

8.2 Content Standards

User-submitted content (reviews, photos, messages) must not:

• Be defamatory, abusive, or discriminatory
• Contain illegal material
• Infringe intellectual property rights
• Contain malware or harmful code
• Be spam or unsolicited advertising

8.3 Enforcement

We may, at our sole discretion:

• Remove content violating these Terms
• Issue warnings to users
• Temporarily suspend accounts
• Permanently terminate accounts
• Report illegal activity to authorities
• Pursue legal remedies

9. Disputes and Complaints

9.1 Customer-Service Provider Disputes

If you are dissatisfied with a service:

1. Report promptly: Submit a complaint within 48 hours of service completion via the Platform
2. Provide evidence: Include photographs, descriptions, and any relevant documentation
3. Resolution attempt: We will facilitate communication between parties
4. Hault review: If unresolved, we will review and make a determination

9.2 Refunds and Credits

Refunds or credits may be issued at our discretion where:

• Services were not completed as described
• Service Provider misconduct is established
• Platform errors affected your booking

Refunds are processed to the original payment method within 5-10 business days.

9.3 Complaints About Hault

To complain about the Platform itself, contact us at complaints@hault.co.uk. We aim to respond within 5 business days.

10. Liability and Disclaimers

10.1 Platform Availability

The Platform is provided "as is" and "as available." We do not guarantee:

• Uninterrupted or error-free access
• Availability of Service Providers in your area
• Response times for service requests
• That the Platform will meet your specific requirements

10.2 Service Provider Services

10.3 Limitation of Liability

To the maximum extent permitted by UK law:

We exclude liability for:

• Indirect, consequential, or special damages
• Loss of profits, business, or data
• Damages arising from Service Provider actions
• Third-party claims against you

Our total liability is limited to:

• For Customers: The fees paid to Hault in the 12 months preceding the claim, or £500, whichever is greater
• For Service Providers: The commissions retained by Hault in the 12 months preceding the claim, or £1,000, whichever is greater

10.4 Nothing Excludes

Nothing in these Terms excludes or limits liability for:

• Death or personal injury caused by negligence
• Fraud or fraudulent misrepresentation
• Any matter which cannot legally be excluded

10.5 Consumer Rights

If you are a consumer, these Terms do not affect your statutory rights under the Consumer Rights Act 2015 or other applicable consumer protection legislation.

11. Intellectual Property

11.1 Hault IP

The Platform, including its design, software, content, logos, and trademarks, is owned by or licensed to Hault and protected by intellectual property laws. You may not copy, modify, distribute, or create derivative works without our written consent.

11.2 User Content

You retain ownership of content you submit but grant Hault a worldwide, royalty-free licence to use, display, and distribute such content for Platform operation and marketing.

11.3 Feedback

Any suggestions or feedback you provide may be used by Hault without obligation or compensation to you.

12. Termination

12.1 Termination by You

You may close your account at any time by contacting support@hault.co.uk or through in-app settings. Termination does not affect:

• Outstanding payment obligations
• Membership commitment obligations
• Completed bookings

12.2 Termination by Us

We may suspend or terminate your account immediately if you:

• Breach these Terms
• Engage in fraudulent activity
• Pose a risk to other users or the Platform
• Fail to pay amounts due

We may also terminate with 30 days' notice for any reason.

12.3 Effect of Termination

Upon termination:

• Your access to the Platform ceases
• Accrued rights and obligations survive
• We may retain data as required by law
• Provisions intended to survive (liability, IP, disputes) continue in force

13. General Provisions

13.1 Governing Law

These Terms are governed by the laws of England and Wales. Disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

13.2 Entire Agreement

These Terms, together with our Privacy Policy and any other policies referenced herein, constitute the entire agreement between you and Hault.

13.3 Severability

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

13.4 Waiver

Our failure to enforce any right or provision does not constitute a waiver of such right or provision.

13.5 Assignment

You may not assign your rights under these Terms. Hault may assign its rights to any affiliate or successor.

13.6 Third-Party Rights

These Terms do not confer any rights on third parties under the Contracts (Rights of Third Parties) Act 1999.

14. Contact Information