Metro Terms & Conditions for Users
Welcome to the Metro Helper application (the "Application", "App", or "Platform"). These Terms & Conditions govern access to and use of the Metro Helper mobile application, website, software, and related services made available by Metro Helper Ltd, a company registered in England and Wales with company number 16947344, whose registered office is at 1 Calton Close, Longcross, Chertsey, England, KT16 0BX ("Metro Helper", "we", "our", or "us").
VAT Registration Number: 510 6787 93
By accessing, downloading, registering for, or using the App, you agree to these Terms.
1. About the Platform
1.1 Marketplace Model: Metro Helper is a digital marketplace platform that enables Customers to identify, connect with, and contract directly with independent Helpers for domestic and household services. Metro Helper itself does not provide the Services.
1.2 Services: Services may include household cleaning, laundry and ironing, home cooking, moving assistance within the property, household errands, and other domestic tasks made available in the App.
1.3 Territory: The Platform is currently intended for use within the United Kingdom only.
2. Definitions
2.1 Customer: A registered user who requests a Service.
2.2 Helper: An independent self-employed service provider listed on the Platform.
2.3 Booking: A confirmed service engagement entered into directly between Customer and Helper.
2.4 Platform Fees: The technology, payment processing, insurance, and support charges payable to Metro Helper.
3. Contractual Relationship
3.1 Direct Contract: Each Booking creates a direct legal contract between the Customer and the Helper. Metro Helper is not a party to the service contract.
3.2 Limited Platform Role: Metro Helper's role is limited to facilitating introductions, payment collection, identity checks, right-to-work validation, DBS onboarding, ratings systems, customer support, and insurance facilitation.
4. Helper Status
4.1 Independent Status: All Helpers are independent contractors. Nothing in these Terms creates an employment, worker, agency, or partnership relationship between Metro Helper and any Helper.
4.2 Responsibilities: Helpers remain solely responsible for their own taxes, National Insurance, pensions, and self-employment compliance.
5. Helper Verification
Before activation, Helpers must successfully complete:
5.1 Identity Verification: Government-issued ID and liveness checks.
5.2 Right to Work: UK immigration and right-to-work validation.
5.3 DBS: Basic DBS verification where required by service category.
5.4 Health & Safety: Mandatory completion of Metro Helper's basic digital self-certification training modules.
6. Bookings & Payments
6.1 Payment Collection: Metro Helper acts as a limited payment collection agent for Helpers.
6.2 Platform Charges: Charges may include the Helper service fee, platform fee, insurance allocation, and applicable cancellation fees or surge charges.
7. Insurance & Liability
7.1 Marketplace Insurance: Metro Helper may provide booking-specific marketplace liability insurance, subject to insurer policy wording and exclusions (e.g., fraud, intentional misconduct).
7.2 Limitation of Liability: To the fullest extent permitted by law, Metro Helper excludes liability for the acts or omissions of Helpers or the quality of services. Any liability is limited to available insurance proceeds or the Platform Fees paid for the affected Booking, whichever is lower.
8. Data Privacy & Retention
8.1 Compliance: Data is processed in accordance with the UK GDPR and Data Protection Act 2018.
8.2 Retention: Typical retention periods include 6 years for booking data and the duration of the relationship plus 2 years for right-to-work data.
9. Governing Law
These Terms are governed by the laws of England and Wales, and the courts of England and Wales shall have exclusive jurisdiction.