Terms of Service

Who we are and what these terms cover

Locaylo Ltd (company number 17445282, registered in England and Wales, registered office 167-169 Great Portland Street, 5th Floor, London W1W 5PF) operates the Locaylo website and app. You can contact us through Help and support in the app or at support@locaylo.com.

These terms govern the account and general platform use of everyone who registers with Locaylo. The service is currently limited to invited testers; booking and payment features may be unavailable until separately enabled. We will publish a new revision if the rules change before wider launch. The provisions about finding, booking and paying a professional apply when you act as a customer. If you also offer services, you must separately accept the Professional Terms, which add rules for that activity. If the two sets of terms conflict about work you supply as a professional, the Professional Terms govern that activity; the customer-booking rules continue to apply when you book work for yourself. Unless a listing expressly says otherwise, the professional, not Locaylo, supplies the underlying service. Locaylo provides the marketplace, booking, payment-facilitation, support and safety tools. Nothing here removes a legal right you have against either party.

Eligibility and your account

You must be at least 18 and legally able to enter into a contract. Provide accurate, current account and booking information and keep your account secure. Tell us promptly if you suspect unauthorised use. We may require proportionate identity, payment or security checks where reasonably necessary. You are responsible for activity you authorise; you are not responsible for loss caused by a failure by Locaylo to meet its own legal obligations.

Our separate Privacy Policy explains how Locaylo uses personal information and how to exercise your data-protection rights. Agreeing to these terms does not turn optional data uses into consent.

Locaylo is a digital marketplace. Make booking requests, accept quotes and cancel bookings in the app. Email is for support and notifications, not the ordinary booking or cancellation process. If you cannot access your account, email support@locaylo.com for help with access. This operating process does not limit a statutory right to cancel by any other clear statement to the service trader; a legally effective notice received outside the app must not be ignored.

Listings, booking and the service contract

Before requesting a booking, review the professional's profile, self-confirmed business address, any displayed checks and approved service scope, proposed work, price, location, timing and payment plan. The written business address is shown to signed-in customers before a request, but is not displayed as text in public search. For a store-only professional who opts in, the public map may show a precise customer-visit pin; this can reveal the address or premises even without a booking. Other pins indicate approximate areas. A request, a professional's acceptance and a payment are separate events. The app may use fixed-price, hourly or quoted work and may divide an agreed project price into a deposit and later stages. The amount due for each payment must be shown before you authorise it. A staged payment is part of the agreed total, not an extra charge. A displayed check does not give you access to the professional's identity documents or guarantee the work.

When booking is available, a fixed-price or hourly service contract forms when the professional accepts your final priced request. For quoted work, you first accept the professional's final quote and any offered payment plan; the professional's subsequent acceptance forms the service contract. For a recurring series, each accepted occurrence is recorded with its displayed date, scope and price. Payment authorisation and settlement are separate events. The current app does not change an accepted booking's scope, price or payment stages in place: changed work or charges need a new booking and agreement, with any existing booking handled under the applicable cancellation and refund rights. A change to an accepted recurring appointment time, or a confirmed flexible-work visit, uses a proposal that the other party must accept; the revised booking record preserves the agreed time. We will provide a booking record you can save, identifying the professional and the agreed details. When paid bookings are available, we will provide the legally required confirmation in a form you can save before work begins.

Prices and payments

The customer total shown at checkout is the agreed service price, including any applicable taxes and charges disclosed before payment. Locaylo does not add its ordinary 10% platform commission on top of that price; it deducts the commission from the professional's share. For a £100 service, the ordinary allocation is £90 to the professional and £10 to Locaylo, before any lawful refund or exceptional adjustment. Payment and refunds are processed through a third-party payment provider. Locaylo does not handle your full card number in its own checkout servers when the provider collects it directly.

A successful request to pay or refund is not proof that the provider has completed settlement. The app distinguishes a requested refund from a refund confirmed by the payment provider. Payouts to professionals are separate from your payment.

Cancellation, early work and refunds

To cancel a booking through Locaylo, open it in the app and choose Cancel booking. Locaylo records the time and booking reference and notifies the other party through the app and, where delivery is available, by email. Neither party needs to contact the other for an ordinary in-app cancellation. An email to support is not the ordinary booking-cancellation workflow. A refund request and its settlement are separate events. Nothing in this process restricts a customer's statutory right to cancel by giving the service trader any other clear statement; no particular form or reason is required for that right. Any legally effective notice that reaches Locaylo outside the app must be assessed and passed to the relevant professional rather than ignored.

For most service contracts made online, the statutory cancellation period runs for 14 days beginning the day after the contract is made. Exceptions can apply to particular contracts or services. If this right applies, you may cancel during that period without a Locaylo cancellation or no-show fee. These terms do not shorten the period or remove your other consumer rights. If the required information about the right is not given, the statutory period may be extended.

For a larger project, a professional may identify materials or other costs that could become genuinely non-recoverable. They should be explained and agreed before the cost is incurred and supported with evidence if later claimed. A deposit, specially ordered material or missed appointment is not automatically a cancellation charge or a reason to keep the entire payment. Any amount sought remains subject to the agreed booking and consumer law.

Locaylo's additional launch policy is that, if you cancel before any work begins, you receive a full refund of service payments already captured, even where a statutory change-of-mind period does not apply. The system requests the refund from the payment provider; its completion may take additional time and is shown separately from the request. A deposit is not automatically forfeited. If the professional cancels or does not attend, you are not charged for work they did not supply. Faulty or inadequate work remains subject to your consumer rights.

Work must not start within an applicable statutory cancellation period merely because you booked or paid. The professional may start during that period only after you make a separate express request. If you then cancel before the service is fully performed, a proportionate amount for work already supplied may be payable only where the legal conditions, including advance information, are met. The right may be lost after full performance only where the legal conditions, including the required acknowledgement, are met. Otherwise, payment or a general terms checkbox does not waive the right. Outside a statutory cancellation right, any proposed charge for work already supplied or materials must have a lawful, disclosed basis and be reviewed individually; there is no automatic 2-hour or 24-hour cutoff or fixed no-show charge.

Safe and permitted work

Describe the requested work, location and known access or safety issues accurately. Do not request prohibited, illegal, hazardous or regulated tasks outside the professional's approved scope. A category label, badge, quote or message does not authorise excluded work. If scope or site conditions are uncertain, the professional should stop and seek clarification. You should not disturb suspected hazardous materials yourself.

Arrange lawful access to the work location at the agreed time, treat the professional and others respectfully, and pay amounts properly due through the approved payment flow. Threats, intimidation, discrimination, unwanted sexual behaviour and violence are not tolerated. Locaylo is not an emergency service: contact emergency services if anyone is in immediate danger, then report a connected serious incident to us when it is safe to do so.

Do not use Locaylo to arrange unlawful goods or services, sexual services, or regulated services that Locaylo has not expressly enabled with the appropriate checks. Do not use another category or an off-platform arrangement to evade a restriction on the actual work.

This includes illegal drugs, weapons or stolen goods; unapproved medical, legal or financial services; and gas, specialist electrical, asbestos or structural work through an ordinary category without the necessary permission and controls. Do not misuse another person's identity or payment details, fabricate bookings or evidence, or circumvent payment, verification, review or safety controls.

Locaylo may check identity, insurance, registration or task-specific evidence. Each displayed check has a limited meaning and can expire or be withdrawn. It is not a guarantee of quality, safety or cover for a particular claim.

Messages, content and reviews

Your content and reviews

Treat other users respectfully. Do not use Locaylo for fraud, harassment, unlawful content or unsafe work. Content you submit remains yours, but you allow Locaylo to host and show it as needed to provide and moderate the service. Reviews must describe genuine completed bookings. The Review Policy and Online Safety and Content Policy explain reporting and moderation.

Only submit content you have the right to share. Do not publish another person's private information without a proper reason, infringe intellectual-property rights, impersonate Locaylo or falsely imply that we endorse you. Your permission to us to host, reproduce, technically adapt, transmit and display your content is non-exclusive and lasts only as reasonably needed to operate, secure and moderate the service, meet a legal obligation or preserve relevant dispute evidence; it does not give us a general right to use your content in advertising. We may restrict or remove content reasonably believed to be unlawful, infringing, unsafe or contrary to these rules and may preserve relevant records for a lawful dispute or investigation.

Platform software and intellectual property

Locaylo's software, app, website, branding and original platform content belong to Locaylo or its licensors. Using the platform gives you permission to use it for its intended purpose, not ownership of those materials. Do not copy, adapt, decompile, disassemble or reverse engineer the software, except to the extent that applicable law does not permit us to restrict that activity. Do not bypass account or security controls, seek access to another user's data, introduce malware, create accounts by abusive automation, extract substantial non-public marketplace data or use automated access that materially disrupts the service. These rules do not restrict lawful activity that cannot be excluded by contract. Report a suspected security weakness to support@locaylo.com and do not exploit or disclose another person's information.

Problems and complaints

If there is a booking, service, payment or safety problem, use Help and support in the app to give Locaylo relevant evidence, or email support@locaylo.com if you cannot use the app. You do not need to contact the professional to use the in-app cancellation process. Locaylo may facilitate a resolution or payment review; the professional remains responsible for the service they supplied, subject to applicable law. For immediate danger, contact emergency services. Data-protection complaints can be sent to privacy@locaylo.com.

We will assess a complaint using the relevant booking and account records, information from the people involved where appropriate, our policies and applicable law. We may ask for more evidence and will communicate our outcome or a progress update. If you believe a material fact was missed or have relevant new evidence, ask for an internal review through the same support route. We do not act as a court or finally determine every private dispute between a customer and a professional. This process does not stop you using any court, regulator, payment-provider or other external right available to you.

Please include the booking reference, what happened, the outcome you seek and any relevant evidence you can safely provide. Possible outcomes include an explanation, correction of account information, a lawful full or partial refund, further verification, or proportionate account action. Urgent safety and account-security reports may be prioritised. We will identify any alternative-dispute-resolution arrangement that we are required by law or contract to use; we are not currently committed to a general scheme for all marketplace disputes.

Account restrictions and changes

Locaylo may restrict, suspend or close an account where reasonably necessary for safety, fraud, non-payment, serious breaches or legal compliance. Where appropriate, we will explain the reason and available review route. We may change the platform and these terms prospectively with appropriate notice; changes do not remove rights already accrued on an existing booking.

Urgent protective action may be taken before an investigation is complete where needed to protect users, evidence or the platform. Such action is not by itself a finding that a person broke the law or these terms.

Where reasonably necessary and lawful, we may preserve relevant evidence, reject or pause an affected booking, remove content, require further checks, restrict a payment or payout where the provider arrangement permits, or report suspected unlawful activity to a competent authority. An allegation alone is not proof of wrongdoing. We consider the available evidence, urgency and impact on those affected, and provide a review route where appropriate and lawful.

We may maintain, modify or temporarily suspend platform features for security, legal or operational reasons. We do not promise uninterrupted or error-free access, but this does not remove our duty to operate the platform with reasonable care and skill or any other legal responsibility.

Responsibility and legal rights

Locaylo must operate its platform with reasonable care and skill and remains responsible for obligations imposed on it by law. Nothing excludes liability that cannot lawfully be excluded, including for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or mandatory consumer rights. The professional is responsible for the underlying service they supply; that does not remove a right you may have against Locaylo for its own acts or omissions. These terms do not impose a general liability cap on customers.

Governing law and contact

These terms are governed by the law of England and Wales, without removing mandatory consumer protection that applies where you live. The app offers services only in the locations enabled at the time of booking. For questions or complaints, use Help and support in the app or email support@locaylo.com.