Supplier Terms of Service

1. Parties, platform role and independent business status

These Terms are between the Supplier business (“you”, “Supplier”) and IN A PICKLE BREAKDOWN LTD (company number 17456795), registered office 82a James Carter Road, Mildenhall, United Kingdom, IP28 7DE, trading as In a Pickle Breakdown (“IAP”, “we”, “us”).

1.1 IAP operates an online marketplace and provides booking, matching, communication and payment-administration functionality. IAP does not employ Suppliers and does not itself provide the roadside/recovery service.

1.2 You operate an independent business. You decide whether and when to be available, whether to accept an individual opportunity, how to organise your business, and may work for other customers/platforms.

1.3 When you accept and are assigned a customer request, your business enters directly into the service contract with that customer. You are responsible for the roadside/recovery service, personnel, vehicles, equipment, workmanship and Supplier-caused loss/damage, subject to applicable law.

2. Joining, verification and ongoing compliance

2.1 IAP carries out proportionate marketplace checks. Any verification statement refers only to the checks actually carried out; it is not a guarantee of your competence, honesty, future conduct or insurance response.

2.2 Core requirements include accurate business/identity information, Stripe-connected-account verification where applicable, public liability insurance meeting the IAP minimum, service/capability selection and acceptance of these Terms/privacy information.

2.3 IAP’s public liability minimum is £1 million. This is an IAP participation condition, not a statement that £1 million is a universal statutory minimum.

2.4 Where you or your personnel will drive or move customer vehicles, you must hold the appropriate driving entitlement and motor trade/road-risk insurance covering that activity. Where you transport/recover customer vehicles, you must hold insurance appropriate to that activity, including vehicle-in-transit/recovery cover where applicable.

2.5 You remain responsible for all legal requirements applicable to your own business, personnel, vehicles and equipment, including roadworthiness/MOT/testing, tax, vehicle weights/towing/loading, operator-licensing position, drivers’ hours/tachographs, equipment examination, employment obligations and specialist competence. IAP may request evidence where proportionate to a service/capability.

2.6 You must promptly notify IAP if relevant insurance, permissions, licences, tests, competence or compliance status expires, is cancelled/suspended/restricted or materially changes.

3. Capabilities and matching

3.1 Select only work for which your business and attending personnel are competent and properly equipped. Roadside selection does not automatically enable every fault category.

3.2 IAP uses approved capability, availability and location/distance to determine which opportunities are shown. Specialist/high-risk work such as EV/high-voltage, wrong fuel/fuel leaks, certain brake/safety faults, accident damage and specialist recovery may require additional evidence before activation.

3.3 You can set a maximum travel distance. If left blank, the current platform default is 40 km; IAP may change the platform default through administration settings.

4. Availability, jobs and attending personnel

4.1 You are free to decline opportunities without penalty. An alert is an opportunity only; no job is accepted until you actively accept it.

4.2 Once you accept and are assigned, you make a contractual commitment to the customer. You may withdraw for legitimate reasons including safety, materially inaccurate customer information, vehicle/equipment failure, illness or another circumstance reasonably preventing performance.

4.3 You may use appropriately competent and insured personnel working for or on behalf of your business. You remain responsible for them. If the attending person differs from the account holder/main contact, identify the attending person when requested. A vehicle registration may also be requested so the customer can identify the arriving vehicle.

5. Fixed prices and allocations

5.1 These are fixed amounts, not a 5%/95% commission model. Stripe card-processing fees are borne on IAP’s side under the current configuration and do not reduce the fixed Supplier allocation above.

5.2 For the Unsure tier, £115 is authorised. If roadside-only is the final outcome, £55 is captured and the remaining £60 authorisation is released. If recovery is required, £115 is captured.

5.3 Additional labour, parts, specialist work and excess mileage are direct Supplier-customer charges and must be explained/agreed before chargeable additional work/mileage is incurred wherever reasonably practicable.

6. Cancellations and exceptional outcomes

6.1 Customer cancellation before your acceptance: no charge/payout.

6.2 Customer cancellation after your acceptance/assignment: £25 charge; £20 Supplier allocation and £5 IAP allocation, unless a genuine safety exception or other legal reason means the charge should be waived.

6.3 Supplier cancellation/no-show: no customer cancellation fee. Repeated unjustified cancellations can lead to account review/suspension, but legitimate safety/operational reasons must be considered.

6.4 Wasted callout. After arrival, reasonable contact attempts and the stated 10-minute wait, a £25 outcome may be recorded where the customer/vehicle is unavailable, subject to customer review and applicable law.

6.5 Materially inaccurate booking information. A £25 outcome may be recorded only where the inaccuracy is material and prevents safe/proper performance. If an alternative/additional service can be offered, agree the additional charge before undertaking it.

6.6 Roadside attended but not repairable. If you genuinely attend and provide the included roadside attendance/diagnostic assistance, the normal £50 Supplier allocation applies even if the vehicle cannot be fixed roadside. This is not a repair guarantee.

6.7 Supplier unable to carry out accepted service. Do not record a completed full-service charge automatically. Refer the outcome for administrator review. The customer amount may be £0 or another amount justified by the evidence and customer rights. A full amount should only be used where the relevant chargeable service was actually supplied.

7. Arrival, completion and payment request

7.1 Use the platform arrival process accurately. GPS/proximity/arrival records may be evidence of attendance but are not proof of satisfactory workmanship.

7.2 When the service outcome is complete, select the correct completion outcome and “Job Complete — Request Payment”. The customer can confirm completion or report a problem.

7.3 A non-response fallback may process payment only after verified attendance and the Supplier completion/payment request. The fallback is administrative and does not waive customer rights.

8. Refunds, chargebacks and customer remedies

8.1 As the service provider, you are responsible for considering and providing any refund, price reduction, remedial work, re-performance or other remedy legally or contractually due because of your service.

8.2 IAP is the merchant of record for the Stripe customer card transaction and therefore technically administers card refunds and chargebacks through IAP’s Stripe platform account.

8.3 If a refund, chargeback or payment reversal properly arises from your service, breach, act or omission after your Supplier allocation has already been transferred, you authorise IAP, to the extent permitted by law and Stripe, to reverse the related transfer, debit/recover the amount, or set it off against future Supplier amounts.

8.4 Any Stripe dispute fee or similar payment-provider cost will be passed to you only where it is lawfully recoverable, reasonably attributable to your service or conduct, and supported by the circumstances. You are not responsible for losses caused by IAP’s own platform/payment error.

8.5 IAP may pause a pending Supplier transfer where a customer reports a problem before release or where there is a reasonable concern about non-attendance, fraudulent completion, payment error or another relevant platform/payment matter.

8.6 You may dispute an incorrect recovery/set-off and provide evidence. IAP will not treat itself as the final legal adjudicator of underlying negligence/workmanship disputes.

9. Stripe Connect and payout mechanics

9.1 IAP uses Stripe Connect Express with separate charges and transfers. The customer charge is made to IAP’s Stripe platform account; IAP then transfers the fixed Supplier allocation to your connected Stripe account after the applicable payment process.

9.2 Stripe hosts Supplier payout onboarding and identity checks. You enter and manage payout bank details directly with Stripe. IAP does not receive or store your full bank-account details.

9.3 Transfer from IAP to your connected Stripe account is separate from Stripe’s later payout from your Stripe balance to your external bank account. Bank payout timing follows Stripe’s schedule and is not controlled by IAP.

10. Safety, service quality and insurance

10.1 You are responsible for safe, competent and lawful performance and may refuse/stop work where conditions are unsafe or materially different from the booking.

10.2 Maintain public liability insurance meeting the current IAP participation requirement and any other insurance appropriate to work you undertake. Ensure vehicles/equipment are safe, suitable, legally compliant and properly maintained.

10.3 Subject to applicable law, you are responsible for damage, property loss or injury caused by your acts or omissions. Any indemnity in favour of IAP applies only to the extent lawful and does not transfer to you responsibility for loss caused by IAP itself.

11. Customer information and data protection

11.1 Use customer information only for legitimate purposes connected with the accepted booking and your legal obligations. You may have independent data-controller responsibilities for information you receive to perform your direct service contract.

11.2 Do not retain customer data longer than necessary, disclose it without authority or use it for unrelated marketing without a lawful basis.

12. Automated account controls and human review

12.1 The platform currently suspends a Supplier automatically when the configured threshold for abandoned accepted jobs is reached (currently three), excluding withdrawals recorded for safety or materially inaccurate booking information. Administrators are notified and the suspension can be reviewed/reversed.

12.2 Public-liability expiry automatically takes the Supplier offline until current approved cover is supplied. Where an expired requirement applies only to a capability, IAP may restrict that capability rather than unrelated work.

12.3 You may request human review of an automated suspension/deactivation by contacting IAP. Relevant decisions are recorded with their reason and event/account information.

13. Tax, VAT and business affairs

You are responsible for your own accounting, tax and VAT position and for determining any registration/reporting obligations that apply to your business.

14. Off-platform circumvention

You must not ask a customer to cancel an active platform booking in order to evade the applicable IAP allocation or deliberately circumvent the marketplace transaction.

15. Suspension and termination

IAP may suspend/restrict/terminate marketplace access for material breach, fraud/dishonest outcome logging, unsafe conduct, material insurance/compliance failure, unlawful activity or deliberate circumvention. Action should be proportionate and legitimate explanations should be considered.

16. Technical availability

The website/platform is subject to reasonable technical limitations. IAP does not guarantee uninterrupted availability, GPS accuracy or third-party payment/mapping availability, subject always to liabilities that cannot lawfully be excluded.

17. Governing law and contact

These Terms are governed by the laws of England and Wales. Supplier/platform contact: admin@picklebreakdown.co.uk.