1. Introduction

Welcome to HiiGuru! HiiGuru platform is operated and governed by HiiGuru Ltd (Company number: 13269197). By using our platform, you agree to these Terms of Use ("Terms"). These Terms govern your access to and use of the HiiGuru platform, including any content, functionality, and services offered on or through the HiiGuru platform, whether you are a Customer, Expert, Contractor or another user. Please read these Terms carefully before using this site.

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2. Definitions

• “Account Manager”: Refers the HiiGuru employee assigned as a single point of contact for a Customer throughout a Project.

• “Business Day”: Refers to any day other than a Saturday, Sunday or public holiday in England.

• “Change Order”: Refers to a written and signed agreement between the Customer and Contractor that documents any approved modifications to the original scope of work, materials, timeline, or cost set out in the Contractor Services Agreement.

• "Customer/Customers": Refers to individuals or entities who seek to hire Experts for specific tasks or services.

• "Contractor/Contractors": Refers to individuals or entities providing construction, renovation, trade, or related services through the HiiGuru platform.

• “Deliverable”: refers to any output, service, material, sketch or design, document, video or audio consultation, report, installation, or other work product provided by an Expert or a Contractor in fulfilment of a Project. 

• "Expert/Experts": Refers to individuals or entities offering services including Fixed-Price Service and Custom Service through the HiiGuru platform.

• "HiiGuru": refers to HiiGuru Ltd as well as the platform it operates through websites and mobile apps.

• "Fixed-Price Service(s)": Refers to the specific tasks or Projects offered by Experts and purchased by Customers through the HiiGuru platform.

• “Custom Service(s)”: Refers to a tailored service provided by the Expert to the Customer which is not covered by Fixed-Price Services.

• "Custom Service Agreement(s)": Refers to a tailored agreement negotiated between a Customer and Expert for services not covered by Fixed-Price Services on the HiiGuru platform.

• “Contractor Service(s)”: Refers to construction, renovation, trade or related services provided by the Contractor to the Customer under a Contractor Services Agreement.

• "Contractor Services Agreement(s)": Refers to a tailored agreement negotiated between a Customer and Contractor for construction, renovation, trade or related services.

• “Deposit”: Refers to a fixed, upfront payment, expressly stated as such in the Quote and Contractor Services Agreement, remitted by the Customer through the Stripe Connect at the point of contract execution.

• “Framework Services Agreement”: Refers to an agreement between HiiGuru and the Contractor.

• “Milestones”: Refers to an agreed stage of work in a Project with an associated Deliverable and payment amount.

• “Milestone Completion Notice”: Refers to a formal communication submitted by the Contractor via HiiGuru indicating that specified Milestone outlined in the Contractor Services Agreement has been completed and is ready for Customer review and approval.

• "Project": Refers to the engagement agreed between the Customer and either a Contractor or an Expert.

• “Project Completion Notice”: Refers to a formal communication submitted by the Contractor via HiiGuru indicating that all work outlined in the Contractor Services Agreement has been completed and is ready for Customer review and approval.

• “Quote”: Refers to a cost estimate from a Contractor before agreeing to proceed with a Project.

• "Quote Request": A Customer's initial request for a cost estimate from a Contractor before agreeing to proceed with a Project.

• “Service Charge”: Refers to the platform fee retained by HiiGuru. 

• “Stripe Connect”: The third-party payment service integrated into the HiiGuru platform that collects, holds, and disburses funds between Customers, Builders, Experts, and HiiGuru in accordance with these Terms.

 

3. General Terms for All Services

3.1 Independent Contractor Relationship

• Experts or Contractors as Independent Contractors: Experts and Contractors are independent contractors and are not employees of HiiGuru. Experts and Contractors are responsible for their own taxes, insurance, and other legal obligations related to self-employment. Experts and Contractors must maintain their own liability insurance and any other relevant coverage necessary to perform their services.

• No Employer-Employee Relationship: The relationship between the Customer and Expert and/or Contractor is not an employer-employee relationship. Experts and Contractors have control over how they deliver services as long as they meet the quality standards set by HiiGuru. HiiGuru is not responsible for any employment-related obligations, liabilities, or benefits with respect to Experts or Contractors.

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3.2 HiiGuru as an Intermediary

• Platform Role: HiiGuru acts solely as an intermediary to connect Customers with Experts and Contractors and to facilitate the formation and management of service contracts. HiiGuru does not employ Experts or Contractors, does not direct or control their work, and does not guarantee any outcome of the services provided. HiiGuru expressly disclaims any responsibility or liability arising from the actions, omissions, or conduct of Experts, Contractors, or Customers.

• Vetting: While HiiGuru undertakes a commercially‑reasonable vetting process for all service providers listed on the Platform – including both Contractors and Experts – this process is limited in scope and does not constitute a guarantee of performance, legal compliance or suitability.  Vetting may include (where applicable) telephone interviews, reference checks, digital checks, and verification of insurance.Despite these checks, HiiGuru makes no warranty, representation, or guarantee that any Contractor or Expert is appropriate for a Customer’s specific needs, budget, preferences or  Project or will perform the work to any specific standard. Customers engage Contractors and Experts at their own discretion and are responsible for reviewing credentials, entering into direct service agreements, and overseeing the delivery of work. HiiGuru’s role is limited to platform facilitation and support, as described in the Terms of Use.

• No Control Over Work: HiiGuru does not control or direct the work performed by Experts. All details related to Project execution, Deliverables, and quality control are managed directly between the Customer and the Expert. Customers and Experts agree that HiiGuru shall have no responsibility or liability for any disputes, disagreements, or claims arising out of the services provided, unless otherwise expressly stated in these Terms.

• No Guarantees: HiiGuru makes no guarantees, representations or warranties as to the quality, accuracy, suitability, completeness, reliability, safety, legality, continuity or availability of the Experts’ or Contractors’ services and other information or content contained on this platform or other websites accessed via external links and you will not rely in any way on the quality, accuracy, suitability, completeness, reliability, safety, legality, continuity or availability of any such services, information or content. All services are provided “as is” and “as available,” and to the fullest extent permitted by law, HiiGuru disclaims all warranties, express or implied. 

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3.3 Confidentiality, Privacy and Intellectual Property

• Confidential Information: Both Customers, Experts and Contractors agree to maintain the confidentiality of any proprietary or sensitive information shared during the course of their Project. Confidential information may only be used for the purpose of fulfilling the obligations under the Fixed-Price Service, Custom Service Agreement or Contractor Services Agreement. If HiiGuru wishes to use any confidential information for marketing purposes, it will seek explicit permission from the Customer and Expert or Contractor before doing so.

• Privacy and Use of Information: Customers, Experts and Contractors agree that HiiGuru may collect, store and use information about them in accordance with HiiGuru Privacy Policy, the current version of which is available on this website. They acknowledge and agree to be bound by the terms of the Privacy Policy. https://www.page.hiiguru.com/privacy-policy 

• Ownership of Work Product and Commercial Usage:

  • Ownership of any intellectual property or work product created during a Project or the provision of services is divided as follows, unless otherwise specified in the Fixed-Price Service terms, Custom Service Agreement or Contractor Services Agreement: 

    • Customer: Gains the right to use the work product for personal or non-commercial purposes. Commercial usage is subject to specific terms outlined below.

    • Expert or Contractor: Retains ownership of the underlying intellectual property rights to the work, including any methods, processes, tools, designs, plans, drawings, specifications, or other creative materials developed or used in its creation. The Expert or Contractor grants the Customer a non-exclusive, perpetual, royalty-free licence to use the materials solely for the purposes of the specific Project or Deliverable.

    • HiiGuru: Retains the right to use, modify, and distribute the material created during provision of services by Expert or Contractor for branding, promotional, or internal purposes. HiiGuru also reserves the right to place a watermark or logo on visual work products unless otherwise agreed.

  • Branding and Attribution:

1. Any visual work product provided to the Customer for personal or commercial use will display the HiiGuru logo or watermark, unless the Customer has purchased a membership or license allowing its removal.

2. If the work product is modified by the Customer, the Expert or Contractor is not liable for any issues arising from such modifications.

• Commercial Usage of Work Product:

  1. The Customer is permitted to use the work product for commercial purposes only if they obtain the appropriate license from HiiGuru. This includes the removal of the HiiGuru logo or watermark, where applicable.

  2. Without such a license, the Customer may not use the work product for profit, including selling, redistributing, or commercially exploiting the work in any form.

• Expert/Contractor Liability: The Expert or Contractor is not responsible for any issues arising from the modification or misuse of the work product by the Customer for commercial purposes.

 

3.4 Your Authorisation and Your Trademark Licence

• Your Authorisation and Your Trademark Licence: Your authorisation and your trademark licence will be void/automatically revoked from the outset where any law in any applicable jurisdiction prohibits your viewing, contributing to, using, linking to, reproducing or otherwise referring to the HiiGuru services and/or this website.

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3.5 Account Suspension or Termination

• Account Suspension or Termination: HiiGuru reserves the right to suspend or terminate the accounts of Customers, Experts or Contractors who violate these Terms or engage in behaviour that undermines the integrity of the platform. 

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3.6 Liability and Indemnification

• Limited Liability: 

  • HiiGuru acts solely as an intermediary platform to connect Customers with Experts and Contractors. HiiGuru's liability to any user is limited to facilitating access to HiiGuru platform, collection of fees for services to be provided by the Experts and processing apyments via Stripe Connect for Contractor Services Agreements. HiiGuru is not liable for any indirect, incidental, or consequential damages arising out of or in connection with the use of or inability to use the HiiGuru platform, the performance or non-performance of any Expert or Contractor, any delay, defect, non-compliance or damage to property, a planning, permits, consents, or statutory obligations arising from a Project., or any delays, failures, or technical issues related to payment processing by Stripe Connect or any third-party payment provider integrated with the Platform. To the fullest extent permitted by any applicable laws, HiiGuru hereby excludes liability for any claim, loss, demand or damage of any kind whatsoever in connection with or related to this website, the HiiGuru services and/or websites accessed via external links (whether arising in contract, tort, negligence, under statute or otherwise) including (without limitation) any indirect, incidental or consequential loss or damages, whether arising from loss of profits, loss of revenue, loss of data, loss of use, or otherwise and whether or not the possibility of such loss has been notified to or is apparent to HiiGuru.

  • HiiGuru does not supervise or guarantee the quality, safety, legality, or fitness for purpose of any services provided by any Expert or Contractor. 

  • HiiGuru is not responsible for any damages, defects, delays, workmanship issues, or legal non-compliance arising from the services supplied by the Experts as these are governed by separate agreements between the Customer and the Expert. 

  • HiiGuru is not responsible for any damages, defects, delays, workmanship issues, or legal non-compliance arising from Contractor Services. Any disputes regarding these matters are solely between the Customer and Contractor.

• Indemnification: Users agree to indemnify, defend, and hold harmless HiiGuru, its officers, directors, employees, and agents from and against any liabilities, losses, claims, damages, legal costs, professional and other expenses of any nature whatsoever due to or arising out of their viewing, contributing to, using, linking to, reproducing or otherwise referring to this website and the HiiGuru services, any breach of these Terms, or violation of any rights of third parties by they, or any third part using their account (whether authorised or not), of any intellectual property or other rights of any person or entity. This clause survives termination of a user’s relationship with HiiGuru.

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3.7 Prohibited Uses

• Prohibited Uses: Both Customers and Experts agree that they will not, directly or indirectly, without HiiGuru’s prior written consent; 

1. Sell or resell any of HiiGuru’s services, or offer them for sale;

2. Copy, modify, adapt, translate, or reverse engineer any part of the platform or its services;

3. Access, retrieve, index, or use any portion of the platform or services for:

   1. Competing with the platform or its services, or

   2. Building, populating, or cross-checking any databases, directories, customer lists, or mailing lists, except for personal, non-commercial purposes.

4. Access, retrieve, or use any part of the platform or services by automated means, except for indexing the platform's content for search engine use.

5. Take any action to interfere with, interrupt, damage, hinder, modify, or gain unauthorised access to the platform or its services, or otherwise restrict or inhibit any other user from using and enjoying the platform.

 

3.8 No Off-Platform Engagement; Transactions Must Remain on the Platform

 

• Platform Exclusivity & No Circumvention: Customers, Experts, and Contractors are strictly prohibited from initiating, negotiating, or engaging in any direct transactions outside of the HiiGuru Platform. They may not bypass the Platform to avoid fees, engage in private transactions, or establish direct working relationships outside of HiiGuru.

• Obligation to Report Off-Platform Offers: If a Customer, Expert, or Contractor is approached with an offer to engage outside the Platform, they must report it to HiiGuru immediately; failure to do so may also result in penalties, including but not limited to disqualification from using the HiiGuru platform.

• Written Approval for Off-Platform Transactions: If a Customer, Expert, or Contractor wishes to continue a business relationship outside the HiiGuru platform, they must first obtain explicit written approval from HiiGuru. Without this approval, all engagements must remain on-platform.

• Consequences of Violating This Clause: Any breach of this section may result in the following penalties at HiiGuru’s sole discretion:

  • Withholding of Outstanding Payments: HiiGuru reserves the right to withhold any funds due to the violating party.

  • Financial Penalties: A penalty equivalent to the full Service Charge that would have applied to the off-platform transaction, plus additional fees based on estimated future lost revenue.

  • Account Termination: Immediate suspension or permanent removal from the HiiGuru platform.

  • Legal Action: If the lost business exceeds £10,000, HiiGuru may pursue legal remedies, including claims for damages.

• By using the HiiGuru Platform, all users agree to adhere to this clause and acknowledge that failure to comply may result in financial and legal consequences.

 

4. Fixed-Price Services

4.1 Scope of Work

• Scope of Work: The scope of work for Fixed-Price Services is clearly outlined on the specific service page on the HiiGuru website. This defines the tasks to be performed and the Deliverables to be provided by the Expert.

• Service Fee: The agreed amount for the Fixed-Price Services is displayed on the specific service page on the HiiGuru website. This fee is fixed and covers the entire scope of work as described including any fees of HiiGuru.

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4.2 Service Terms and Customer Agreement

• Customer Agreement: When a Customer purchases a Fixed-Price Service, the Customer and Expert enter into an agreement on the terms and scope of work outlined on the relevant service page of the platform. This agreement is automatically established when the Customer completes the purchase, and it governs the relationship between the Customer and the Expert.

• HiiGuru's Role: HiiGuru on its platform outlines the scope of work, timelines, and Deliverables for Fixed-Price Services by the Expert and provides these details on the service page. While HiiGuru facilitates the connection between the Customer and the Expert and supports the service process, the agreement is between the Customer and the Expert. For the avoidance of doubt, HiiGuru does not employ the Experts nor subcontract the services. HiiGuru acts solely as a platform that connects Customers with Experts. HiiGuru is not a party to this contract and has no legal standing in respect of it.

 

4.3 Payment and Release of Funds

• Payment Process: Upon purchasing a Fixed-Price Service, the Customer’s payment is collected by HiiGuru and held in a secure account until the Fixed-Price Service is completed.

• Service Charge: HiiGuru takes a Service Charge, which is deducted from the payment made by the Customer before funds are released to the Expert.

• Release of Funds: Funds are released to the Expert when the Customer approves the completion of the Fixed-Price Service or when the agreed time period for the Fixed-Price Service comes to an end, whichever occurs first. If the Customer does not approve nor dispute the Fixed-Price Service within the specified timeframe, HiiGuru may automatically release the funds to the Expert.

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4.4 Revisions

• Revisions Policy: The number of revisions allowed for a Fixed-Price Service is specified on the service page on the HiiGuru website. Any revisions must be within the scope of work as defined, and requests for revisions outside of the scope may incur additional charges or require a new Fixed-Price Service purchase.

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4.5 HiiGuru Guarantee and Refunds

• Video Call Services: HiiGuru offers a satisfaction guarantee for video call services. If a Customer is dissatisfied, or if technical issues such as internet disruptions occur during the call, HiiGuru may arrange a replacement video call with the same or an alternative Expert. HiiGuru does not offer refunds for services, however, it may do so at its absolute and final discretion. Requests for replacement services must be submitted within 30 days of the service completion.

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4.6 Project Completion

• Final Deliverable: The final Deliverable should, to the possible extent, meet all reasonable specifications outlined on the service page. Once the Deliverable is provided, the Customer is responsible for reviewing and approving the work within the agreed timeframe. Approval triggers the release of payment to the Expert.

• Automatic Approval: If the Customer does not approve nor dispute the Deliverable within the specified time period, the Fixed-Price Service will be automatically deemed complete, and the funds will be released to the Expert.

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4.7 Non-Compliance

• Non-Compliance: If a Expert fails to deliver the Fixed-Price Service as outlined on the service page, HiiGuru reserves the right to withhold payment, issue a refund at its absolute and sole discretion, or take other appropriate action as part of the process outlined in our FAQs.

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4.8 Multi-Purchased Advice Calls

• Availability: Multi-purchased advice calls are subject to the availability of the Expert. 

 

5. Custom Service Agreements

5.1 Scope of Work

• Custom Service Agreements: For Custom Service Agreements, including both remote and in-person services, the scope of work, Deliverables, Milestones, and deadlines are negotiated and agreed upon by the Customer and Expert through the HiiGuru platform. These terms are tailored to the specific needs of the Project and must be clearly outlined in the agreement. For in-person services, additional details such as location, duration, and on-site requirements must also be specified.

• Service Fee: The service fee for Custom Service Agreements is determined based on the negotiated agreement between the Customer and Expert. This fee covers the work as defined in the Custom Service Agreement and must be agreed upon before the Project begins.

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5.2 Custom Service Agreements Between Customers and Experts

• Direct Agreement: When a Customer and Expert agree to collaborate on a custom project, they enter into a Custom Service Agreement directly between them. The terms of the Custom Service Agreement, including scope, timelines, payment milestones, and Deliverables, are negotiated and agreed upon by the Customer and the Expert.

• HiiGuru's Role: HiiGuru facilitates the creation and execution of the Custom Service Agreement through its platform, providing the necessary tools and support but is not a party to the agreement. The Expert must have a signed Expert agreement with HiiGuru before entering into any Custom Service Agreement. For Custom Service Agreements, the Expert defines the scope of work and terms, while HiiGuru supports the process by providing the platform for agreement, communication and payment.

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5.3 Payment and Release of Funds

• Payment Process: Customers make payments to HiiGuru, which holds the funds in a secure account until the agreed Milestones or Deliverables are met. For in-person services, payment may also include considerations for on-site work and logistics, subject to the Custom Service Agreement between Customer and Expert.

• Service Charge: HiiGuru takes a Service Charge, which is deducted from the payment made by the Customer before funds are released to the Expert.

• Release of Funds: Subject to the Expert agreement between HiiGuru Ltd and the Expert, funds for each Milestone are released to the Expert when the Customer approves the Milestone, Deliverable or indicates/instructs continuation of services. If the Customer fails to approve or dispute the Milestone within the specified timeframe, HiiGuru may automatically release the funds to the Expert.

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5.4 Revisions

• Revisions Policy: The number of revisions allowed for each Milestone or Deliverable is negotiated and specified in the Custom Service Agreement. Revisions must be within the original scope of work, and any changes to the scope may require renegotiation of the terms and additional payment.

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5.5 Cancellation and Refunds

• Cancellation by Customer: If the Customer wishes to cancel a Custom Service Agreement before its completion, they may do so according to the cancellation terms outlined in the agreement. For in-person services, the cancellation terms may also address logistical considerations such as on-site arrangements. Refunds for canceled agreements will be handled based on the guidelines specified in the agreement.

• Refunds: Refunds for Custom Service Agreements are processed based on the terms outlined in the agreement and may be subject to deductions for work already performed or costs incurred. For in-person services, refunds may also account for any non-refundable expenses related to on-site work.

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5.6 Project Completion

• Completion and Approval: Unless otherwise stated in the terms of Fixed-Price Services Agreement or the Custom Service Agreement, the Custom Service is deemed complete when all Deliverables specified in the Custom Service Agreement are provided and approved by the Customer. For in-person services, this may include physical verification or on-site inspection of the Deliverables.  The Expert is responsible for delivering work that meets the agreed-upon standards and specifications.

• Automatic Approval: If the Customer does not provide feedback or approve the Deliverable within the specified timeframe, the Custom Service may be considered complete, and payment will be released to the Expert.

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5.7 Non-Compliance

• Non-Compliance: If an Expert fails to meet the terms of the Custom Service Agreement, the Customer should first seek resolution directly with the Expert. HiiGuru’s role is limited to providing assistance and facilitating communication between the parties, and HiiGuru is not responsible or liable for any disputes, damages, or non-compliance issues arising from the agreement. In the event of a dispute, both Customers and Experts agree to follow the Dispute Resolution Procedure outlined in these Terms.

 

6. Contractor Services Agreements

6.1 Scope of Work; Quote Requests and Agreements

• Scope of Work: Contractor Services Agreements apply to construction, renovation, trade, and related services arranged through the HiiGuru platform.

• Quote Requests: a request submitted by a Customer through the HiiGuru Platform providing details about their project requirements, preferences, and other relevant information, which enables HiiGuru to assess the Customer’s needs and match them with a suitable Contractor.

• Contractor Quote: Contractors may respond with a Quote, specifying the scope of work, estimated timeline, materials, estimated cost, Milestone structure and payment schedule.

• Agreement Confirmation: A Project begins only after the Customer accepts the Quote and a formal Contractor Services Agreement is signed between the Customer and the Contractor. The initial Deposit (if required) is paid via Stripe Connect. 

• Deposit: The Deposit intended to reserve resources, labour slots, and start-dates for the Project, and cover initial mobilisation costs, including purchase of long-lead-time materials, preliminary site set-up, and other expenditures identified in the Quote. Unless otherwise agreed in writing between the Customer and Contractor, the Deposit is separate from, and in addition to, any Milestone payments; the funds are held in Stripe Connect for seven (7) days (or such period as Stripe mandates) and are then released automatically to the Conractor, even though subsequent Milestone payments remain subject to the “Funds Held Until Milestone Completion” rules in clause 6.3; the Deposit is non-refundable except where the Builder fails to commence the Project within the agreed start window or materially breaches the Contractor Services Agreement before mobilisation occurs, in which case refund entitlements are determined under the Cancellation, Refunds, and Cost Recovery rules in clause 6.5; and the Deposit is applied to the total Project price and reflected in the payment schedule set out in the Contractor Services Agreement.

• HiiGuru’s Role: HiiGuru facilitates the creation and execution of the Contractor Services Agreement through its platform, providing the necessary tools and support but is not a party to the agreement. The Contractor must have a signed Framework Services Agreement with HiiGuru before entering into any Contractor Services Agreement with the Customer. For Contractor Services Agreements, the Contractor is responsible for defining the scope of work and terms, while HiiGuru supports the process by providing the platform for agreement, communication and payment.

• Account Manager’s Role: Throughout the Project, the Customer is assigned an Account Manager from HiiGuru. The Account Manager’s role is to guide and support the Customer at key stages before the Project, by helping them prepare to request and assess quotes from Contractor(s), during the Project, by providing assistance, helping address challenges and acting as a sounding board. The Account Manager does not serve as a project manager. If at any point it is deemed beneficial for the Customer to consult with an Expert, the Account Manager may refer them to Experts available through the HiiGuru Platform for specialised advice. Any such engagement must be arranged and transacted exclusively via the Platform, subject to these Terms.

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6.2 Contractor Services Agreements; Terms and Compliance

• Contractor Services Agreement: The Customer and Contractor enter into a Contractor Services Agreement facilitated through the HiiGuru platform, and all key terms must be documented and communicated to HiiGuru (operations@hiiguru.com).

• Agreement Requirements: The Contractor Services Agreement must include:

  • Scope of Project, objectives, and specifications;

  • Timeline and payment with Milestones;

  • Quality standards, workmanship standards, and regulatory compliance;

  • Health and safety compliance;

  • Materials and equipment responsibilities;

  • Warranty and defects liability period;

  • Insurance obligations, including public liability, employers’ liability, and professional indemnity coverage;

  • Termination and cancellation terms; and

  • Change order process and any agreed project variations.

• Contractor Responsibility: The Contractor is responsible for delivering Contractor Services and completing the work in accordance with the agreed terms in the Contractor Services Agreement. Contractor is responsible for ensuring proper supervision of subcontractors (if applicable), obtaining all required permits and approvals and complying with local, planning, and regulatory obligations. HiiGuru only facilitates communication, documentation, and payments but is not a party to the agreement between the Customer and Contractor and does not oversee Project execution. A copy of the signed Contractor Services Agreement must be provided to HiiGuru. Any significant changes, disputes, or Milestones must be documented as Change Order and communicated to HiiGuru promptly.

 

6.3 Payments; Service Charges and Release of Funds

• Payment Processing: All payments must be made through the HiiGuru platform via Stripe Connect; Contractors are prohibited from requesting or accepting off-platform payments from the Customers, unless expressly agreed in writing with HiiGuru in advance. 

• Milestone-Based Payments: Project payments are structured based on Milestones or agreed criteria. Projects may be structured around the Deposit, progress Milestones and final payment upon completion. The payment structure is agreed between the Customer and Contractor in the Contractor Services Agreement. 

• Funds Held Until Milestone Completion: Payments are held securely in Stripe Connect until a Milestone is completed and confirmed by the Customer (or Contract Administrator) or a default resolution event (e.g. Customer non-response) is triggered. Deposits may be transferred to the Contractor immediately upon receipt in accordance with the Contractor Services, unless otherwise agreed in writing, and remain subject to Stripe Connect’s holding period as required by law or Stripe Connect policies. Subject to the terms in the Contractor Services Agreement, a Contract Administrator, where applicable, shall determine whether funds are released to the Contractor. If no Contract Administrator is assigned, the Customer and Contractor must reach a mutual agreement on payment release.

• Service Charge: HiiGuru takes a Service Charge, which is deducted from the payment made by the Customer before funds are released to the Contractor. HiiGuru reserves the right to adjust the Service Charge at its discretion and with a written notice to the Contractor. The Service Charge shall not affect the Customer’s payment obligations under the Contractor Services Agreement.

• Disputed Payments: If a Customer disputes Milestone completion, HiiGuru may withhold funds until the dispute is resolved under clause 9.2 of these Terms. HiiGuru does not make binding determinations on work quality or performance but may facilitate discussions. 

• ​Unresponsive Customer Policy: If the Customer fails to respond within five (5) Business Days of Project Completion Notice or Milestone Completion Notice, HiiGuru reserves the right to verify completion and proceed with payment release at its sole discretion after reviewing the Project Completion Notice or Milestone Completion Notice. Such discretion shall be exercised in line with the Contractor Services Agreement.

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6.4 Project Changes; Revisions and Variations

• Scope Adjustments: Any modifications to the original scope of work, materials, timeline, Deliverables or cost must be agreed upon in writing between the Customer and Contractor, using a Change Order.

• Reporting Changes: All variations impacting scope of work, cost, timeline, or Deliverables must be communicated to HiiGuru.

• Additional Charges: Adjustments to the scope may require a revised Quote and updated payment terms.

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6.5 Cancellation and Refunds; Work Completed and Costs Incurred

• Customer Cancellation: A Customer may cancel a Project in accordance with the terms of the Contractor Services Agreement.

• Refund Eligibility: Refunds will be assessed based on:

  • The work completed to date;

  • Materials purchased and used;

  • Any non-refundable costs incurred by the Contractor;

  • Contractor adherence to agreed timelines and standards.

• HiiGuru’s Rights: HiiGuru reserves the right to retain all or part of the Service Charge in the event of a refund, depending on HiiGuru involvement and stage of Project.

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6.6 Project and Milestone Completion; Deliverables and Approval

• Completion Criteria: A Project or a Milestone is deemed complete when the Contractor has fulfilled all obligations and relevant Deliverable have been met as outlined in the Contractor Services Agreement.

• Proof of Completion: Contractors may be required to submit evidence such as:

  • Final walkthrough confirmation with the Customer;

  • Photographs, inspection reports, or completion certificates;

  • Regulatory approvals where applicable or other required documentation.

• Customer Approval: The Customer is responsible for reviewing and approving the completed work within the five (5) Business Days via the HiiGuru platform. HiiGuru does not assess, verify, or guarantee Project or Milestone completion.

• Automatic Acceptance: If no approval or dispute is submitted within the five (5) Business Days by the Customer, the Project or Milestone may be automatically marked as complete, and funds will be released to the Contractor.

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6.7 Non-Compliance and Dispute Resolution; Withheld Payments and Contractor Liability

• Initial Resolution: If a Contractor fails to meet the agreed terms, the Customer and Contractor must first attempt resolution between themselves in good faith. 

• HiiGuru’s Role: If no resolution is reached, HiiGuru may facilitate the dispute resolution process as outlined in clause 9.2, but HiiGuru does not adjudicate, enforce or oversee Contractor Services Agreement.

• Consequences of Non-Compliance: If a Contractor is found to be in breach of the Contractor Services Agreement, HiiGuru may:

  • Withhold payments or reduce compensation for the affected Project;

  • Impose financial penalties for delays or failure to complete the work;

  • Suspend or terminate the Contractor’s account for repeated violations.

• Contractor Liability: The Contractor remains liable for breach of the Contractor Services Agreement, poor workmanship, unsafe practices or legal violations, and claims arising from non-compliance with planning or building regulations. HiiGuru is not a party to the Contractor Services Agreement and does not supervise, inspect, or verify the Contractor’s work. Accordingly, HiiGuru disclaims all responsibility and liability for any breach, negligence, substandard workmanship, safety violations, or legal non-compliance by the Contractor. Any claims, losses, or disputes arising from such issues are solely the responsibility of the Contractor and must be resolved directly between the Contractor and Customer. 

 

7. Rescheduling, Late Arrivals, and No-Shows

This section pertains exclusively to the Fixed-Price Services that are outlined on the HiiGuru website and service pages. It does not apply to Custom Service Agreements, which may have different terms.

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7.1 Rescheduling

• Rescheduling Policy: Customers may reschedule a service session by providing notice at least 24 hours before the scheduled time. Rescheduling requests made less than 24 hours in advance may incur a fee or be denied at the Expert’s discretion. HiiGuru reserves the right to approve or deny the request based on the Expert's availability and policies.

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7.2 Late Arrivals

• Late Arrival Policy: If a Customer is late for a scheduled session, the session may still proceed but may end at the originally scheduled time. This ensures that subsequent sessions are not affected.

• Grace Period: A grace period of 10 minutes may be provided for late arrivals. After this period, the session may be forfeited, and no refunds or extensions will be provided, as determined by the Expert.

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7.3 No-Shows

• No-Show Policy: If a Customer fails to show up for a scheduled session without providing notice at least 2 hours in advance, the session may be forfeited. The Customer may not be entitled to a refund, and rescheduling or any other remedy will be at the Expert’s and/or HiiGuru’s discretion.

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8. Additional Terms for Experts and Contractors

8.1 Expert/Contractor’s Content

• Expert/Contractor Responsibility: Experts/Contractors acknowledge that they are solely responsible for all posts, content, information, and any other material they submit, publish, display, insert, transmit, upload, distribute, or disseminate on this platform. They guarantee that their content is genuine, honest, decent, and, to the best of their knowledge and belief, true and accurate. Experts/Contractors also irrevocably and unconditionally warrant that they are the sole, unencumbered author, owner, or holder of a valid and sufficient license for all rights, titles, and interests (including intellectual property rights) in their content, or that they have obtained all necessary permissions and authorisations related to their content.

• Expert/Contractor’s Content: Experts/Contractors must ensure that their content does not (and they irrevocably and unconditionally warrant that they will not): 

1. Infringe, misuse, or violate the intellectual property, confidentiality, privacy, proprietary rights, or any other rights of any party, or breach any fiduciary duties owed by the Expert;

2. Promote, encourage, or involve illegal activities.;

3. Be defamatory, libelous, invasive of privacy, false, tortious, misleading, offensive, racist, ethnically or religiously biased, discriminatory, malicious, infringing, obscene, indecent, pornographic, threatening, abusive, or otherwise unlawful;

4. Harm or pose a threat to minors in any way;

5. Disclose any personal data of a third party without explicit authorisation from that party; or

6. Advertise or offer goods or services for commercial purposes, except in designated areas of the website intended for such activities. Additionally, Experts are not permitted to include any external links in their content.

• Content License Granted by Experts/Contractors: Experts/Contractors guarantee that they have the authority to grant HiiGuru a non-exclusive, irrevocable, perpetual, royalty-free, fully paid, worldwide licence. This licence allows HiiGuru to use, copy, modify, delete, adapt, publish, translate, reproduce, publicly display, and distribute their content, in whole or in part, both online and offline. Additionally, HiiGuru has the right to create derivative works from the content or incorporate it into other works, whether online or offline.

 

9. Disputes between Customers and Experts or Customers and Contractors

9.1 Disputes Related to Fixed-Price Services & Custom Service Agreements

• In the event of a dispute arising between the Customer and the Expert, the following dispute resolution process shall apply:

1. Customer Complaint: If a Customer raises a complaint regarding the Expert's services through the platform, HiiGuru shall review the complaint and investigate the matter.

2. Platform Decision: The Company, at its sole discretion, shall determine the resolution of the dispute based on the information and evidence provided by the Customer and the Expert. The Platform Decision shall be final and binding on both parties.

3. Expert Compensation: If the Company finds that the Expert is at fault or has not fulfilled their obligations, the Company reserves the right to withhold or reduce the Expert's compensation for the specific job in question, as determined by the Company.

• Experts agree to cooperate fully with HiiGuru during the dispute resolution process and to provide all necessary information and evidence to facilitate a fair and thorough investigation.

• Both Customers and Experts acknowledge and agree that the Platform Decision regarding disputes shall be final and binding, and they waive any right to further legal action or arbitration in relation to the dispute.

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9.2 Disputes Related to Contractor Services Agreements

• In the event of a dispute arising between the Customer and the Contractor, the following dispute resolution process shall apply:

  1. Customer Complaints: If a Customer disputes a Contractor’s work, HiiGuru may facilitate communication but is not responsible for enforcing terms of the Contractor Services Agreement.

  2. Milestone Payment Disputes:

     • Disputed Milestone payments will be held by HiiGuru until the dispute is resolved.

     • The Customer and Contractor must first attempt to resolve the issue directly within fourteen (14) Business Days.

     • If no agreement is reached within fourteen (14) Business Days, the dispute may proceed to HiiGuru’s mediation service for facilitated discussions. Mediation shall last no more than fourteen (14) Business Days and shall be non-binding unless both parties agree otherwise.

  3. Final Decision:

     • If the dispute remains unresolved following good-faith discussions and optional HiiGuru-facilitated mediation, either party may seek independent legal advice and pursue formal resolution through the appropriate legal channels. 

     • HiiGuru is not a party to the Contractor Services Agreement and shall not be named in legal proceedings between Customers and Contractor unless required by law or court order.

• Costs related to HiiGuru-facilitated mediation shall be allocated in accordance with any mutual agreement between the parties or as outlined in the final resolution. If no agreement is reached on cost allocation, each party shall share bear its own costs, any shared mediation-related expenses (if applicable) shall be split equally between the Customer and Contractor.

• If either party fails to comply with dispute resolution outcomes, the Customer and Contractor agree and acknowledge that HiiGuru may terminate the Contractor Service Agreement between the parties at any time and seek remedies.

• Contractors remain fully responsible for complying with the Contractor Services Agreement, warranties, and legal obligations.

• Contractors agree to cooperate fully with HiiGuru during the dispute resolution process and to provide all necessary information and evidence to facilitate a fair and thorough investigation.

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10. Governing Law and Jurisdiction

10.1 Governing Law

• Governing Law: These Terms are governed by and construed in accordance with the laws of England and Wales, regardless of where the services are performed.

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10.2 Jurisdiction

• Courts of England and Wales: Any disputes arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

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11. Modifications to Terms and Services

• Updating Terms: HiiGuru reserves the right to modify these Terms at any time. Changes will be effective immediately upon posting on the HiiGuru website. Continued use of the platform constitutes acceptance of the updated Terms.

• Updating Services: Customers, Experts and Contractors agree that HiiGuru may, at any time, without any prior notice or warning, in absolute discretion, for any reason, add to, reduce or modify any of the HiiGuru services or cease operating any or all of the HiiGuru services.

• Applicability of Terms: If there are changes to the price or Terms after a booking has been made but before the service is delivered, the terms and prices applicable at the time of booking will apply. Specifically, this means that the conditions, including but not limited to, the service fee, delivery timelines, and any other relevant terms agreed upon at the time of booking, will remain applicable throughout the entire course of the service. These terms will not be affected by any subsequent changes made by HiiGuru. This policy is designed to ensure that both Customers and Experts can rely on the terms agreed upon at the time of booking and maintain consistency and fairness throughout the service delivery process.

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12. General Provisions

12.1 Notices

• Notices: Any notices to be sent to us under these Terms or otherwise (including, without limitation, any requests for any posts, content, information, external links or any other materials on this website to be amended, partially or wholly restricted or removed) should be sent either: by post: 22 Bonchurch Road London, W10 5SD; or by email: hello@hiiguru.com 

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12.2 Entire Agreement

• Complete Agreement: These Terms constitute the entire agreement between Customers, Experts, Contractors and HiiGuru regarding the use of the platform and supersede all prior agreements and understandings.

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12.3 Severability

• Severability: If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

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12.4 Third Party Rights

• Third Party Rights: The Contracts (Rights of Third Parties) Act 1999 (the “Act”) will not apply to these Terms and no person other than the parties to this Terms will have any rights under it, nor will it be enforceable under that Act by any person other than the parties to it.

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12.5 Waiver

• Waiver of Terms: HiiGuru’s failure to enforce any provision of these Terms does not constitute a waiver of that provision or any other provision.

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12.6 Assignment

• Assignment: Customers, Experts and Contractors agree that they will not assign, transfer, sub-contract or in any other manner make over to any third party their rights or obligations under these Terms without the prior written consent of HiiGuru. HiiGuru may, without restriction, assign, transfer, sub-contract or in any other manner make over to any third party their rights and obligations under these Terms.