Customer Terms

These terms apply when you use Firmit to view a quote, agreement, or payment request from a business and to make a payment. Firmit is provided by Firmit Technologies Ltd, registered in England & Wales (company no. 17313142), registered office 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ. Contact: admin@firmit.app.

These terms cover your use of Firmit and your payment. They do not replace the agreement you have with the business for the work - that's separate, and it's between you and them (see sections 3 and 7).

Firmit is a technology platform. We give businesses (such as tradespeople) tools to send you quotes, their own agreement, and payment requests, and we let you review and pay them securely in one place.

We are not the business doing your work. We are not a party to your agreement with them, and we are not a bank or a payment institution. We don't carry out the work, supply the goods, set the price, give the guarantee, or provide legal advice - the business does, under its own agreement with you.

The quote and any agreement you see are the business's own, and your contract for the work is between you and the business. Firmit passes the business's agreement to you, records your acceptance, and keeps a copy with your receipt. We are not responsible for the work, the goods, the business's agreement or its contents, the price, or any dispute about the work - those are between you and the business.

Payments through Firmit are processed by Stripe (Stripe Payments UK Limited), a regulated payment provider - not by Firmit. We do not hold your money.

When you pay:

• • your payment is processed securely by Stripe - Firmit does not see or store your full card or bank details;

• • the money goes to the business you're paying: the business is the merchant of record, receives the funds, and is the party responsible for the transaction. Firmit only receives its service fee (section 5);

• • your payment is also subject to Stripe's terms and to the terms of the method you choose - your card provider, your bank, or a "buy now, pay later" provider such as Klarna or Clearpay (a pay-later arrangement is a credit agreement between you and that provider). Those providers, not Firmit, are responsible for their own services and terms.

We charge a service fee for providing the platform. Where it applies to you, it's shown clearly in the total before you pay and included in the amount you're charged. It's our charge for the platform, separate from the price of the work, which is set by the business.

When your payment succeeds you'll get a receipt, and a copy of the business's agreement is saved with it. We keep a record of your acceptance and payment, with the date and time, which can help if there's ever a question about what was agreed.

If there's a problem with the work or goods, your rights are against the business, under its agreement and the Consumer Rights Act 2015 (for example, services must be carried out with reasonable care and skill, and goods must be of satisfactory quality). Please contact the business first - most issues are resolved directly.

• • Refunds for the work are the business's decision and are issued back through your original payment. Firmit can help with the mechanics, but we don't decide refunds and we're not responsible for the business's work. Where a refund is given, you're refunded in full including our service fee, which we return.

• • Because the business is the merchant of record, disputes about the work are with the business - not Firmit. If you pay by card and later raise a chargeback, that is handled by your card provider against the business's transaction; Firmit is not the merchant and is not the right party for a work dispute.

• • Depending on how you paid, you may also have rights with your card provider, your bank, or your pay-later provider - those are between you and them.

• • We're not responsible for the business's performance, but if something goes wrong we'll help where we reasonably can (for example, by sharing your payment record or putting you in contact).

Please: give accurate information; only make payments you're authorised to make; don't use Firmit for anything unlawful or fraudulent; and don't misuse or interfere with the platform. If you pay for someone else or on behalf of a household, you confirm you're allowed to.

We provide the Firmit platform with reasonable care and skill, and we're responsible for problems with the Firmit service itself that we cause. To the extent the law allows, we're not responsible for: the work or goods; the business's agreement, price, guarantee, or conduct; or the payment providers (Stripe, your bank or card provider, Klarna/Clearpay). We're not liable for loss that wasn't reasonably foreseeable or that didn't result from our breach.

We do not exclude or limit our liability for death or personal injury caused by our negligence, for fraud, or for anything else that can't be excluded by law. Nothing in these terms affects your statutory rights as a consumer.

We use your personal data to provide and manage the payment, deliver the receipt and agreement, and keep the record, as explained in our Privacy Policy (and cookies as in our Cookie Policy). For that processing, Firmit is a data controller. The business you're dealing with also handles your details for its own relationship with you - its own privacy practices apply to that.

We may update these terms from time to time. The version you accepted when you paid applies to that payment.

These terms are governed by the law of England & Wales, and you have the protection of the consumer law of the part of the UK where you live, and may bring proceedings there. If you're unhappy with the Firmit service, contact us at admin@firmit.app and we'll try to put it right. Complaints about the work should go to the business.

By ticking the box and paying through Firmit, you confirm you've read and agree to these Customer Terms and acknowledge our Privacy Policy.