Company: Genade Global Services Ltd (Company No. 15149519)
Registered office: Office 10568 High Street North, London, England, E6 2JA
Version: v2.0 (Supersedes v1.0 effective 01/03/2025)
Effective Date: 30/08/2025
Last Updated: 30/08/2025
Summary of Changes (v2.0)
- Added wallet/escrow clarity: wallet is a display layer; funds are processed/held by Stripe; GenadePro does not hold client money.
- Defined Service Fee and checkout price transparency.
- Codified operational flow: 5-minute provider acceptance window; unaccepted requests move to 15-minute Discover Session.
- Clarified payout release: funds released only on client confirmation or support resolution; withdrawal/refund requires support verification where applicable.
- Strengthened cancellations, disputes, chargebacks, set-off, and KYC obligations for providers.
- Added sections on independent contractor status, ratings & reviews, prohibited activities/services, and complaints handling.
If you continue using the App on or after the Effective Date, you agree to these updated Terms. For bookings confirmed before the Effective Date, the previous terms apply to that booking only.
1. Introduction
These Terms and Conditions (“Terms”) govern your use of the GenadePro mobile application (the “App”), owned and operated by Genade Global Services Ltd (“GenadePro”, “we”, “us”, “our”). By downloading, accessing, or using the App, you agree to be bound by these Terms.
2. Definitions
- Client: a user who requests services via the App.
- Service Provider/Provider: a user who offers and fulfils services via the App.
- Wallet: a virtual balance display in the App reflecting funds processed/held by Stripe.
- Escrow: funds reserved with Stripe and not available to the Provider until release conditions are met.
- Discover Session: the period during which a request, not accepted in the initial window, is visible to additional Providers.
3. Eligibility
You must be 18+ and legally capable of entering into contracts. Providers are responsible for any licences, permits, qualifications, right-to-work, and insurance required for the services they offer.
4. Registration & Account Security
Provide accurate information and keep your credentials secure. You are responsible for activity under your account. We may suspend/terminate accounts for breach, fraud, or misuse.
5. How GenadePro Works (Marketplace Status)
GenadePro is a marketplace/intermediary connecting Clients and Providers. We are not a party to the service contract between Client and Provider and do not provide the underlying services.
6. Requests, Acceptance & Discover Session
- Creating Requests: Clients may create requests at any time.
- Funding Requirement: A request is processed only when the Client pays at checkout or funds their Wallet for the required amount.
- Provider Acceptance: Providers notified of a new request must accept within 5 minutes. If not accepted, the request moves into a 15-minute Discover Session where other Providers may accept.
- Expiry: If unaccepted after the Discover Session, the request may expire or be re-listed at our discretion.
7. Payments, Fees, Wallet & Escrow
- Processor: All payments, escrow holds, refunds and payouts are handled by Stripe. GenadePro does not hold client funds.
- Service Fee: A Service Fee payable to GenadePro is shown at checkout and forms part of the total price paid by the Client. Unless required by law, the Service Fee is non-refundable.
- Escrow: Client payments are reserved in escrow with Stripe. The Provider may see the amount as “pending” but cannot access it until release conditions are met.
- Wallet Display: The Wallet shows (i) Available, (ii) Pending/Escrow, and (iii) History. It is an information display, not a bank account.
- KYC & Payouts: Providers must complete Stripe onboarding/KYC. Payouts to a Provider’s bank account are made via Stripe’s payout schedule; incomplete KYC or compliance checks may delay or block payouts.
- Set-off & Negative Balances: We/Stripe may set off amounts owed (e.g., chargebacks, refunds, fees) against your Wallet or future payouts.
8. Completion, Release of Funds, Withdrawals & Refunds
- Mark Complete & Confirm: After service delivery, the Provider marks the job complete. The Client must confirm in-App.
- Release: Funds are released to the Provider only upon Client confirmation, or where a dispute exists, upon support resolution.
- Withdrawals: Providers may initiate withdrawals; the actual transfer is executed by Stripe.
- Client Refunds: Clients may request refunds in line with Section 9; where applicable, refunds are processed by Stripe.
- Support Verification: We may require support verification for withdrawals/refunds to prevent fraud or misuse.
9. Cancellations, No-Shows & Disputes
- Client Cancellation (Pre-start): If a Client cancels before the Provider has started, a refund may be available (the Service Fee may be non-refundable unless required by law).
- Provider Cancellation: If a Provider cancels after acceptance, the Client will receive a full refund of the service charge and Service Fee.
- No-Show / Late Arrival: No-show, lateness and waiting-time rules (including any fees) may be specified in-App per service category.
- Quality/Completion Disputes: If a Client disputes completion or quality, funds remain in escrow while we review. We may request evidence from both sides. Our support decision on release/refund is final on the platform.
- Chargebacks: If a Client initiates a chargeback, we/Stripe may debit the corresponding amount (and related fees) from the Provider’s Wallet/payouts.
10. Pricing Transparency & Taxes
Total price (service cost + Service Fee) is shown to the Client at checkout. Providers are responsible for their own taxes (including VAT, income tax, NI). If GenadePro is required by law to withhold or account for tax, we may do so.
11. Provider Independence, Compliance & Insurance
Providers act as independent contractors (not employees, workers or agents of GenadePro). Providers are solely responsible for: legal compliance, qualifications, equipment, and adequate insurance (e.g., public liability). Any verification we perform is limited and not a guarantee of suitability.
12. Acceptable Use & Prohibited Activities/Services
You must not use the App for unlawful, harmful, deceptive, or abusive purposes; interfere with the App; or attempt unauthorised access. We may restrict categories of prohibited services (e.g., unsafe, illegal, or regulated activities) and remove content/requests at our discretion.
13. Ratings & Reviews
Clients may leave ratings/reviews. You must not post defamatory, offensive, or false content. We may moderate or remove reviews that breach these Terms.
14. Intellectual Property & Licence
The App, content, software, logos and trademarks are owned by or licensed to GenadePro. We grant you a limited, non-exclusive, non-transferable licence to use the App for its intended purpose. Do not copy, reverse engineer, or exploit the App beyond permitted use.
15. Privacy
Your personal data is processed as described in our Privacy Policy (as updated from time to time). By using the App, you acknowledge that payments and KYC are handled by Stripe as an independent controller/processor per their terms.
16. Warranties & Liability
The App is provided “as is” and “as available”. We do not warrant uninterrupted or error-free operation. To the fullest extent permitted by law, we exclude liability for: (i) indirect or consequential loss; (ii) loss of profits, revenue, data, or reputation; (iii) actions/omissions of Providers or Clients. Nothing limits liability for death/personal injury caused by negligence or for fraud.
17. Suspension & Termination
We may suspend or terminate access where you breach these Terms, misuse the Wallet/escrow, fail KYC/AML checks, or where required by law. On termination, outstanding lawful obligations (including payments, set-off, dispute resolution) survive.
18. Changes to These Terms
We may update these Terms. Material changes (e.g., fee structure) will be notified in-App or by email with at least 7 days’ notice unless the change is required by law or relates to a new feature. If you do not agree, you must stop using the App before the change takes effect. Existing confirmed bookings remain governed by the terms applicable at the time of confirmation.
19. Complaints
Please contact support at contact@genadepro.com. We aim to acknowledge within a reasonable time and to resolve promptly. Using our complaints process does not affect your statutory rights.
20. General
Severability: invalid terms are severed; the remainder continues. No waiver: failure to enforce is not a waiver. Assignment: we may assign these Terms; you may not without consent. Force majeure: we are not liable for events beyond our reasonable control.
21. Governing Law & Jurisdiction
These Terms are governed by the laws of England and Wales. Courts of England and Wales have exclusive jurisdiction.
22. Contact
Genade Global Services Ltd
Office 10568 High Street North, London, England, E6 2JA
Email: contact@genadepro.com