Customer Terms & Conditions

Last Updated: July 2019

1. Customer Terms

1.1. Please read these customer terms and conditions (“Customer Terms”) as well as the Privacy Policy and Data Protection (“Website Information”) carefully before you find and book services (“Services”) from the tradespeople and home service providers (“Suppliers”) via our website https://www.scuseme.co.uk/ (the “Website”) as these will form a contract between you and scuseme, and will apply to your relationship with the Suppliers.

1.2. By accessing and/or using the Website, you represent that you are 18 years old or

above and are legally capable of entering into binding contracts.

1.3. If you do not accept these Customer Terms, please discontinue use of the Website


2. Information About Us

Scuseme Ltd (“scuseme”, “us”, “we”). is a limited liability company registered in England and Wales, company number 09649712 and have our registered office at 29 Lyndewode Road, Cambridge CB1 2HN. It is an online marketplace that connects customers with personally vetted tradespeople and home service providers and provides a secure payment platform.

3. Data Privacy

The terms of our Privacy Policy allows scuseme to send information to third parties and by accepting the Customer Terms you agree to be contacted.

4. How it Works

Scuseme is a posting service that connects customers with suppliers as operator and administrator of the Website.  All Services available on the Website are offered by scuseme on behalf of its Suppliers on an ‘as is’ basis.

5. Registration

To use the scuseme Services you must register with us by creating an Account on the site.  You must only submit to us information that is accurate and true.  You must also keep your information up to date by informing us of any changes, by using the relevant sections of the site.

6. Scuseme Checks

Our Suppliers have been subject to due diligence checks and personal vetting by scuseme but for the avoidance of doubt Customers should accept Quotes from Suppliers at their own discretion and carry out their own due diligence for confirmation. Scuseme due diligence checks:

  • Interviewed in person
  • Photo and address identification
  • Proof of membership to any Trade Association
  • Proof of qualifications (where applicable)
  • Proof of statutory qualifications required by law (e.g., Gas Safe Registered, Part P, etc)
  • Certificate of Public Liability Insurance and Employers Insurance if applicable
  • Certificate of Incorporation for Limited Companies and credit checked
  • UTR (Unique Tax Reference) verification for Sole Traders to ensure HRMC registered
  • Certificate of VAT registration document (if applicable)
  • References taken from up to five previous customers

We have entered into agreements with each of the Suppliers with full profiles listed on the Website so that we can provide you with the information contained on the Website about them. It will be each Supplier’s responsibility to ensure that all of its Services listed on the Website are available and accurately described.

Although we make reasonable efforts to ensure such information is accurate up to date and complete, Scuseme cannot guarantee or warrant their work.  It is your responsibility to check all such information with each relevant Supplier before agreeing to purchase their services.

7. Formation of a Contract

7.1. The information set out in the Customer Terms and Conditions do not constitute a contract. No contract in respect of any Service shall exist between you and us until you have accepted a Quote/Job from a Supplier.

7.2. We recommend that you print a copy of these Customer Terms for future reference. When you accept a quote for Services via the Website, it will create a binding legal contract between you and the relevant Supplier in respect of the provision or supply of the Services which you book through the Website (the “Supplier Contract”). That contract may include separate Supplier terms and conditions (“Supplier Terms and Conditions”), which you must establish and agree, with the Supplier.

8. Posting a Job

8.1. Once you have registered with us in accordance with the Website Information, you will be provided with an online account (your “scuseme Account”) from where you will be able to post your request for Jobs and purchase Services.

8.2. You can only request for the provision of Services on the Website by Posting a Job. You may do so by either:

8.2.1. Listing the details of your Job on our Website for a particular Service and you will contact the Suppliers listed; or

8.2.2. Posting a Job requesting that the Supplier contact you using the facility contained on our Website which will also allow you share your contact details with Suppliers.

8.3.  Once you Post a Job in accordance with clause 8.2.2 you agree to be contacted by Supplier(s).  Scuseme will notify Supplier(s) about your Job and Supplier(s) will have the opportunity to contact using the contact details you submitted in 8.2.2 and discuss / quote for that Job. In this case you may receive a number of calls from the recommended Suppliers for the same Job. The number of calls you receive will be subject to the Suppliers’ availability.

9. Terms Applicable to Posting Jobs

9.1. If you decide to contact the Supplier(s) using contact information obtained otherwise than through our Website, you undertake to inform the Supplier that you were first prompted to contact them as a result of their listing on the Website. We retain the right to terminate your account if we find that Suppliers are encouraged not to use the platform but instead go outside.

9.2. If the Supplier you contact via scuseme indicates to us that they are unavailable to provide the service you have requested, you give us permission to contact other Suppliers we deem suitable on your behalf and provide them with your contact details unless you explicitly inform us otherwise. We make no guarantee that you will find anyone.

9.3. Please note, we reserve the right to withdraw access to our Website and/or cancel any Job in the event that you fail any credit or fraud prevention check or where we reasonably suspect fraud or money laundering by you or someone using your scuseme Account.

9.4. Scuseme reserves the right to monitor and/or review any communications between Supplier(s) and Customers via the Website.

10. Accepting Services

10.1.  Because we are an introductory service our mitigation ends at the introduction covered in limitation of liability (see Clause 14). Scuseme offers a secure payment service covered by the terms set out in Appendix 1.  While we make every effort to ensure that our Suppliers are experienced and capable of undertaking the Services they have represented, you must use your own discretion and undertake due diligence if you proceed and accept a quote. 

10.2. It is your (or the person receiving the Services) sole responsibility to communicate in advance any specific conditions and/or special needs to the Supplier that might affect or be affected by any Services (for example without limitation, specific household areas for the Supplier to avoid).

11. Price and Payment

11.1. Subject to clause 8.2.2. above, Suppliers will contact you with suggested quotes or offer to meet to discuss your Job.  Subject to clause 8.2.1. you will contact the Supplier to initiate contact to meet to discuss your Job. You may then accept a Quote or agree a meeting to discuss your Job.  Once you accept a Quote and / or offer to work with a Supplier, you must agree how you will pay for the Job your Supplier. 

Depending on the Job you will either:

11.1.1. Accept to make a single payment at the end of the Job

11.1.2. Pay a deposit made to secure the Job and agree to make the final stage payment when you and the Supplier are both satisfied with the Job

11.1.3. Make staged payments for pre-agreed amounts at pre-defined stages (project milestones) of the Job which you and your Supplier must be satisfied have been reached.

11.2. All payments to Suppliers must be taken via the scuseme online payment facility “Payment Gateway” see Clause 11.6.

11.3. Prices in relation to Quotes are disclosed at the Supplier’s own discretion. scuseme does not monitor, endorse or recommend the prices disclosed by Suppliers. You accept such Quotes at your own discretion and must carry out your own due diligence.

11.4. It is the Supplier’s responsibility to account for any VAT that may be chargeable for the Services and the Supplier shall be liable for any VAT invalidly or incorrectly charged.

11.5. scuseme’s payment service provider for the Payment Gateway is Leetchi Corp. S.A., trading as MangoPay (“MangoPay”). MangoPay is a company incorporated under Luxembourg law with Luxembourg company number B173459. Leetchi Corp S.A. is a subsidiary of Crédit Mutuel Arkéa and possesses an e-money issuer licence (No:W00000005) as from 10 December 2012 under the laws of the EU and Luxembourg and granted by the Luxembourg CSSF. Please note that by accepting these Customer Terms you are also accepting the MangoPay terms and conditions appended to these Customer Terms at Appendix 1.

11.6. When you accept a quote and agree to use a Supplier, we will create a virtual wallet on your behalf held by MangoPay (“wallet”) on your scuseme Account. To pay your Supplier using the Payment Gateway you must transfer funds to your wallet (as agreed by 11.1.1 / 11.1.2 / 11.1.3 above). Following the receipt of funds into your wallet, MangoPay will then debit your wallet and credit the Suppliers’ wallet with the corresponding amount.

In all cases when you and the Supplier are both satisfied with the Job you will transfer the monies / remaining balance of monies owed to the Supplier (the “Balance”) directly to your wallet which we will instruct MangoPay to credit to the Supplier’s wallet, or to the Supplier directly.

11.7. If payment for a Job takes place through means other than the Payment Gateway (such as cash in hand) then you muor st promptly inform scuseme of such payment by  email at help@scuseme.co.uk  and Suppliers must fill in the cash invoice option.

11.8. You will be responsible for protecting the confidentiality of your Website user ID and any password or other security information used by you to access your scuseme Account or the Payment Gateway.

11.9. Scuseme takes reasonable care to ensure that the Payment Gateway is available and functioning at all times, but cannot guarantee continuous, uninterrupted or secure access to such Payment Gateway, nor can we guarantee that the facility is virus or error free. We use third party payment service providers to process payments and because there are many factors beyond our control (such as delays in the banking system or in card networks), we cannot predict or guarantee the amount of time needed to complete the processing of your payment. Access to the Payment Gateway may be occasionally restricted to allow for repairs, maintenance or the introduction of new facilities or services. We will attempt to provide reasonable notice of any scheduled interruptions to such Payment Gateway and will do what we can to restore the facility as soon as reasonably possible.

12 Dispute Resolutions

12.1. We care about your experience and want to ensure we maintain the highest standards possible and so if you would like to make a complaint about one of our Suppliers or their Services, please email us at help@scuseme.co.uk or call us on +44 1223 520373 and we’ll do our best to help.

12.2. Further or alternatively, if you are unhappy with the Services received from a Supplier pursuant to a Job, you can also:

12.2.1. speak to the Supplier yourself to try and resolve the issue; and/or

12.2.2. leave an honest review on the Website to reflect your experience.

12.3. If you are unhappy with the Services received from a Supplier and would like a refund of any payments made to that Supplier you must contact the Supplier directly.

12.4. Please do bear in mind that while we take all complaints about our Suppliers very seriously and will always do what we can to help to resolve them, we are not responsible to you for the Service(s) which the Suppliers provide and are under no obligation to provide you with a refund in the event you are dissatisfied with Services which you have received from Supplier(s).

13. Cancellations

13.1. In addition to your other legal rights, you may in certain circumstances have the right to cancel a Supplier Contract and receive a refund in accordance with the terms set out below.

13.1.1. If you cancel a Job within 14 day of paying your Deposit, provided the applicable Job has not yet taken place, we will refund your Deposit via the original method of payment;

13.1.2. If you cancel a Job after 14 days of paying your Deposit, provided the applicable Job has not yet taken place, we will refund your Deposit, less a cancellation charge (which will be disclosed to you upon making such cancellation) via the original method of payment;

13.1.3. If you cancel a Job and the applicable Job has already commenced, you will not be entitled to a refund of your Deposit You may be liable to face separate charges from the Supplier for loss of earnings. 

13.2. Because scuseme is not a party to Supplier Terms and Conditions between you and the Supplier, any dispute or conflict involving an actual or potential Job between you and a Supplier, including the quality, condition or safety of the Services, the accuracy of the listing content on the Website, or your ability to pay for an accepted Job, is solely the responsibility of each Customer. You understand and agree that you may be required to enter into separate Supplier Terms and Conditions with a Supplier before receiving Services related to a Job, and such Supplier Terms and Conditions may place additional restrictions on your accepted Job and cancellation or refund procedures.

14. Limited Liability and Warranty

Please read this section carefully since it limits the liability of scuseme and its

parents, subsidiaries, affiliates, related companies, officers, directors, employees,

agents, representatives, partners, and licensors (collectively, the “Scuseme Entities”). Each of the subsections below only applies up to the maximum extent

permitted under applicable law. Some jurisdictions do not allow the disclaimer of

implied warranties or the limitation of liability in contracts and, as a result, the contents

of this section may not apply to you. Nothing in this section is intended to limit any

rights you may have which may not be lawfully limited. All Information is for your

general reference only. We do not accept any responsibility whatsoever in respect of

such information.

14.1. Your access to and use of our Website is at your sole risk and is provided “as is”, “as available.” the Website is for your personal use only and the scuseme entities makes no representation or warranty of any kind, express or implied, including, without limitation, any warranties on noninfringement. 

14.2. The entire liability of the scuseme entities and any Supplier, and your exclusive remedy with respect to the Website or otherwise, is re-performance of defective services. In jurisdictions which do not allow the exclusion or limitation of certain types of liability, our and any Supplier’s liability will be limited to the maximum extent permitted by law. We do not endorse, warrant, or guarantee any service offered through us or our Website.  We are not and will not be a party to any transaction between you and any third party.

15. Third-party Links and Resources in our Site

15.1.  The links from this Website may take you to other sites or services and you

acknowledge and agree that scuseme has no responsibility for the accuracy or

availability of any information provided by third parties’ services and websites.

15.2. Links to other websites and services do not constitute an endorsement by us of such websites or services, or the Information, products, advertising, or other materials

available made available by such third parties.

16. Changes to Our Services

We reserve the right to amend these Customer Terms from time to time as set out below. Every time you order Services via the Website, the Customer Terms in force at that time (and available for view on the Website) will apply.  You can find the date on which these Customer Terms were last updated at the top of this page.

16.1. We may revise these Customer Terms from time to time in the following circumstances:

161.1. if we change the process for accepting payment from you;

16.1.2. if there are changes in relevant laws and regulatory requirements; and/or

16.1.3. if there are any other changes to our business that reasonably means we need to amend these Customer Terms.

17. Termination

17.1. The Customer Terms will continue to apply until terminated by either you or us as follows.

17.2. You may end your agreement with us at any time for any reason by deactivating your Accounts and discontinuing your use of the Website. You do not need to specifically inform us when you stop using the Website.

17.3. We may suspend or terminate your Accounts or cease providing you with all or part of the Website at any time for any reason, including if we reasonably believe: (i) you have violated these Customer Terms or (ii) you create risk or possible legal exposure for us; or (iii) our provision of the Website to you is no longer commercially viable. We will make reasonable efforts to notify you by the email address associated with your Account or the next time you attempt to access your Account.

17.4. In all such cases, any provision of these Customer Terms that expressly or by implication is intended to come into or continue in force on or after termination of these Customer Terms shall remain in full force and effect.

17.5. Nothing in this section shall affect our rights to change, limit, or stop the provision of the Website without prior notice, as provided above in Clause 16 Changes to Our



18.1. All communications and notices from you must be sent to us by email at help@scuseme.co.uk or by post to: scuseme Ltd, 29 Lyndewode Road, Cambridge CB1 2HN.  We may communicate and give notice to you via post, email or by posting notices on the Website.

18.2. Please note our customer support hours are: 9.00 am to 5.00pm Monday to Friday, we are close on weekends and Bank Holidays (including Christmas Day and New Years’ Day).

18.3. If any of these Customer Terms are determined by a competent authority to be invalid, unlawful or unenforceable to any extent, such term, condition or provision will to that extent be severed from the remaining terms, conditions and provisions which will continue to be valid to the fullest extent permitted by law.

18.4. These Customer Terms will be governed by and construed in accordance with the laws of England. You and we each agree that the English courts will have exclusive jurisdiction over any claim or dispute arising from, or related to, the ordering and/or supply of Services via the Website.

If you have any questions about these Customer Terms, please contact our Support Team by email at help@scuseme.co.uk

Appendix 1

MangoPay Terms and Conditions