Status: draft for counsel review Effective date: [TO FILL BEFORE PUBLICATION] Version: 0.1-launch-draft
These Marketplace Terms apply to service transactions arranged through OVIO. They supplement the OVIO Terms of Service. Do not publish this document until counsel has approved it and all bracketed items are complete.
1. OVIO's Marketplace Role
OVIO provides marketplace, discovery, booking, communication, account, and payment tools. Independent businesses list and provide the services available on OVIO.
Unless a listing clearly says otherwise, the business named on the listing is responsible for:
- The service description, price, taxes, fees, images, availability, and service notes.
- Required licenses, qualifications, insurance, permits, health and safety obligations, and professional obligations.
- Performing the service.
- Its cancellation, refund, deposit, no-show, age, accessibility, and location policies.
- Customer support for service delivery issues.
OVIO may assist with marketplace support, payment processing, refunds, reports, and policy enforcement, but OVIO is not the provider of the underlying service unless OVIO expressly states that it provides that service itself.
2. Businesses on OVIO
OVIO may collect business identity, contact, tax, payment, and credential information before a business can publish or accept paid marketplace bookings. Where required, OVIO may display seller contact details or make them available before or during a transaction.
Collection of business information does not mean OVIO guarantees the business, its services, or its professional qualifications. Customers should review the business profile, service details, and policies before booking.
3. Service Listings
Each service listing should show the information needed to decide whether to book, including the business name, service description, time or duration, location or online-service method, price, taxes and fees where applicable, deposit or payment requirement, cancellation policy, and service notes.
If a listing appears inaccurate, misleading, unlawful, unsafe, or incomplete, you can report it to OVIO at [REPORT/SUPPORT EMAIL OR URL].
4. Booking Status
A service may be:
- Confirmed immediately.
- Pending business approval.
- Held only after payment or deposit.
- A request that the business may accept, decline, or propose to reschedule.
The booking page, confirmation page, or confirmation email should identify the booking status. Customers should not assume a booking is confirmed until the confirmation state says it is confirmed.
5. Payment
Payment is processed through Stripe where enabled. OVIO does not store full card numbers. The payment page must show the amount due, deposit or full-payment status, taxes and mandatory fees where applicable, and the payment obligation before the customer confirms.
[COUNSEL/PRODUCT: Before publication, select the marketplace payment model for each transaction type and update this section to identify the correct merchant of record/payment responsibility where required.]
Paid marketplace bookings may be unavailable until the business completes the required payment-readiness checks.
6. Taxes and Fees
Taxes and fees are shown before payment where applicable and where the payment flow supports them. Businesses are responsible for taxes they owe unless OVIO is legally responsible for a specific tax under the final payment model.
If tax is not calculated or collected through OVIO for a service, the business remains responsible for determining and handling its own tax obligations.
7. Cancellations
Cancellation terms are shown for the specific service before booking. A service may have a cancellation window, approval requirement, deposit policy, no-show policy, or business-specific rules.
Cancellations are handled under the policy shown for the service and any mandatory rights that apply. General marketplace copy does not replace the policy shown for the specific service.
8. Refunds
Refunds are handled under the policy shown at checkout, the business policy, the payment provider rules, and any mandatory rights that apply. OVIO may assist with payment processing and marketplace support.
Partial refunds, payment reversals, chargebacks, and dispute outcomes may depend on the service policy, evidence, payment provider rules, and applicable law.
9. Deposits and Balance Payments
Some services may require a deposit. The booking flow should show whether the amount due now is a deposit or full payment and how the remaining balance is handled.
If the balance is settled directly with the business, that direct settlement is between the customer and the business unless OVIO expressly states otherwise.
10. No-Shows, Lateness, and Rescheduling
Businesses may apply no-show, lateness, or rescheduling policies if they were shown before booking and are allowed by law.
If a customer is late or does not attend, the business may be unable to provide the full service. Any refund or reschedule is handled under the policy shown for the service and mandatory rights that apply.
11. Withdrawal and Cooling-Off Rights
Consumers may have withdrawal or cooling-off rights for some distance contracts. The exact right depends on the country, service type, timing, whether the service has begun, and whether an exception applies.
Some bookings for services on a specific date or during a specific period may not include a statutory withdrawal right after confirmation. This does not limit any mandatory rights that apply.
[COUNSEL: Confirm final country-specific withdrawal wording before publication.]
12. Business Cancellations or Service Problems
If a business cancels, cannot provide the service, materially changes the service, or fails to attend, the business is responsible for handling the issue under its policy and applicable law. OVIO may help coordinate support and payment processing.
Customers should contact the business first for service delivery issues and may contact OVIO at [SUPPORT EMAIL] if marketplace support is needed.
13. Customer Responsibilities
Customers must:
- Provide accurate booking and contact information.
- Review the service details and policy before booking.
- Attend on time and follow reasonable service instructions.
- Treat business staff and other customers respectfully.
- Pay amounts shown before payment confirmation.
- Avoid false reports, chargeback abuse, spam, harassment, or misuse of OVIO.
14. Business Responsibilities
Businesses must:
- Keep listings, availability, prices, policies, and service notes accurate.
- Provide services lawfully and professionally.
- Maintain required licenses, qualifications, permits, insurance, and safety practices.
- Honor the policy shown to the customer.
- Use customer data only as allowed by law, OVIO's terms, and customer choices.
- Respond to support, refund, dispute, and moderation requests in a timely way.
15. Reviews and Feedback
Where reviews or feedback are available, they must be honest, relevant, and based on a real experience. OVIO may remove or restrict reviews that appear fake, incentivized without disclosure, abusive, irrelevant, unlawful, or otherwise in violation of OVIO's rules.
16. Reports and Marketplace Safety
You may report a business, service, message, review, or other content if you believe it is illegal, misleading, unsafe, or violates OVIO's rules.
OVIO may restrict or remove content, listings, services, or accounts while reviewing a report or to comply with law, payment provider rules, or OVIO's policies.
17. Mandatory Rights
Nothing in these Marketplace Terms limits mandatory consumer rights, statutory warranties, withdrawal rights, health and safety rights, or other rights that cannot be limited by contract.
18. Contact
- Marketplace support: [SUPPORT EMAIL]
- Report a listing or service: [REPORT URL OR EMAIL]
- Legal notices: [LEGAL EMAIL]