Terms Of Service

1. About Us

Family Nest Hub Ltd (“Family Nest Hub”, “we”, “us”, “our”) provides an online platform that enables households (“Families”) to discover, message, request, and book self-employed or independently operating providers (“Providers”) for childcare and wider family support services.

Email: info@familynesthub.co.uk

2. Platform Role

Family Nest Hub operates as a platform and intermediary for introductions, messaging, requests and bookings. We are not the employer of any Provider, and no employment, worker, agency-worker, partnership, joint venture, franchise or similar relationship is created between Family Nest Hub and any Provider by virtue of a Provider using the Platform.

Providers remain independent and self-employed unless expressly stated otherwise in a separate written agreement signed by Family Nest Hub.

Families and Providers acknowledge that:

for Find Childcare, Families and Providers typically contract directly with each other;
for Book a Service, Family Nest Hub may facilitate introductions, booking administration and payment collection, but the Provider remains independently responsible for delivering the service unless expressly stated otherwise in writing;
we do not guarantee availability, suitability, compatibility, quality, uninterrupted service, or booking outcomes; and
we are not responsible for supervising Providers in the performance of their services.

3. Accounts & Eligibility

You must be aged 18 or over to use the Platform.
You must provide accurate, current and complete information and keep your login credentials secure.
We may suspend, restrict or terminate accounts where we reasonably believe there has been a breach of these Terms, fraud, misuse, safeguarding risk, safety concern or legal/regulatory issue.

4. Plans, Fees & Payments

4.1 Family Access and Membership Fees

Families may browse certain content for free. Fees for Family Access, messaging access, memberships, service requests, booking deposits or any other paid features are as displayed on the Platform and at checkout at the time of purchase.

4.2 Provider Fees

Providers may currently join free or pay such fees as are shown on the Platform from time to time. We may introduce, amend or remove Provider-facing fees by updating the Platform and/or giving notice where appropriate.

4.3 Payment Processing

Payments made through the Platform are processed using third-party payment providers, including but not limited to SureCart and Stripe. By making or receiving payments through the Platform, you also agree to comply with the relevant payment processor terms.

4.4 Book a Service Payment Flow

For services booked through the Book a Service route, Families may pay Family Nest Hub through the Platform. Where this applies, Family Nest Hub collects payment as the Platform operator and facilitates onward payment to the relevant Provider, less applicable fees, refunds, chargebacks, payment processing charges, promotions, credits, taxes we are required to collect, and any other deductions disclosed at checkout or otherwise agreed in writing.

4.5 Family Nest Hub Service Fee

Unless otherwise stated on the Platform, in writing, or at checkout, Family Nest Hub applies a 20% platform/service fee to bookings made through the Book a Service route. This means that, by default, Family Nest Hub retains 20% of the gross booking amount and remits the balance to the Provider, subject to any other permitted deductions under these Terms.

4.6 Provider Payouts

Provider payout timing may depend on booking status, completion confirmation, fraud and safeguarding checks, refund windows, payment processor holds, banking delays, disputes, chargebacks and compliance reviews. We may delay or withhold payouts where reasonably necessary to investigate misuse, fraud, complaints, safeguarding concerns, legal issues, or breaches of these Terms.

4.7 Taxes and VAT

Prices shown on the Platform include or exclude VAT and other taxes only where expressly indicated. Providers are solely responsible for determining, reporting and paying any tax, National Insurance, VAT or similar sums arising from their earnings, except to the extent Family Nest Hub is legally required to deduct or remit amounts on their behalf.

4.8 Refunds and Cancellations

Refunds, credits, rescheduling rights and cancellation charges are governed by our Refund & Cancellation Policy, any service-specific terms displayed on the Platform, and/or the terms presented at checkout.

5. Bookings & Cancellations

Booking requests are not confirmed until accepted and paid where payment is required. Booking acceptance may be subject to availability, safeguarding checks, payment authorisation, area coverage, Provider confirmation and Platform approval.

For Find Childcare, Families and Providers generally make arrangements directly with each other once introduced through the Platform.

For Book a Service, Family Nest Hub may facilitate the booking process, but service delivery remains the responsibility of the relevant Provider unless Family Nest Hub expressly agrees otherwise in writing.

Cancellation windows, rescheduling rules, credits and charges are as set out in the Refund & Cancellation Policy and/or as displayed during the relevant booking process.

6. Provider Status & Responsibilities

All Providers using the Platform are responsible for operating their own service lawfully and professionally. Unless expressly agreed otherwise in writing, each Provider acknowledges and agrees that they are self-employed or otherwise independently operating their own business and are solely responsible for:

their own tax affairs, including Self Assessment, income tax, National Insurance and VAT where applicable;
their own insurance arrangements, including obtaining and maintaining any public liability, professional indemnity, employers’ liability or other insurance appropriate to the services they provide and whether they engage staff or subcontractors;
ensuring they are legally entitled to work and provide services in the United Kingdom;
obtaining and maintaining any licences, registrations, consents, permits, qualifications, training, certificates and professional memberships required or reasonably expected for their services;
carrying out services safely, lawfully, competently and in accordance with all applicable laws, regulations, guidance and industry standards;
their own equipment, materials, uniforms, transport, business costs and operating expenses unless otherwise agreed in writing;
the acts and omissions of any staff, assistants, subcontractors or substitutes they engage; and
maintaining accurate records, invoices and financial reporting for their business activities.

Nothing on the Platform shall be interpreted as legal, tax, accounting, employment or insurance advice to Providers. Providers should obtain independent professional advice where needed.

7. Provider Vetting & DBS

Family Nest Hub may operate profile badges, verification indicators or other vetting features for Providers who submit requested documentation, such as DBS certificates, proof of identity, proof of address, right to work documents, insurance details, qualifications or references.

Any verification or badge is based on the documents and information supplied to us and our reasonable review process. It is not a guarantee of ongoing suitability, conduct, competence or legal compliance. Families remain responsible for making their own enquiries and decisions before engaging a Provider.

Providers are responsible for ensuring all documents remain valid, current and accurate, and for notifying us promptly of any expiry, change, suspension, cancellation, safeguarding concern, investigation or other issue that could affect their eligibility to provide services through the Platform.

8. Acceptable Use

No harassment, discrimination, abuse, unlawful conduct or safeguarding breaches.
No posting of false, misleading, deceptive or infringing information.
No bypassing, attempting to bypass, or encouraging others to bypass Platform fees where an introduction or booking originated through Family Nest Hub.
No sharing of another person’s personal data without lawful basis or consent.
No use of the Platform in a way that may damage our reputation, systems, users or legal compliance obligations.

9. Intellectual Property & Content

The Platform design, branding, software, logos, text, graphics and other content are owned by Family Nest Hub and/or our licensors and are protected by intellectual property laws.

By posting profile information, reviews, text, images or other materials on the Platform, you grant us a non-exclusive, worldwide, royalty-free licence to host, reproduce, adapt, display and distribute such content for the purpose of operating, promoting and improving the Platform.

10. Disclaimers & Liability

We provide the Platform on an “as is” and “as available” basis.
We do not guarantee uninterrupted availability, error-free access, booking success, Provider conduct or Family conduct.
We are not responsible for the acts, omissions, statements, service quality, conduct or negligence of Families, Providers, or third parties.
Nothing in these Terms excludes or limits liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or any liability that cannot lawfully be excluded.
Subject to the above, to the fullest extent permitted by law, our aggregate liability arising out of or in connection with the Platform or paid services shall be limited to the total fees paid by the claimant to Family Nest Hub in the 12 months preceding the event giving rise to the claim.

11. Termination

Either party may close an account, subject to any outstanding fees, active bookings, disputes, payout holds, refund rights or legal obligations. We may suspend or terminate access immediately where reasonably necessary for safeguarding, compliance, fraud prevention, breach of these Terms, reputational protection or legal reasons.

Clauses intended to survive termination shall continue in force, including provisions relating to payments, taxes, disputes, intellectual property, disclaimers and liability.

12. Disputes

We encourage Families and Providers to try to resolve issues directly where appropriate. Family Nest Hub may, but is not obliged to, assist informally with complaints, payment queries or service issues.

These Terms are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction unless mandatory law provides otherwise.

13. Changes to Terms

We may amend these Terms from time to time to reflect changes to our services, payment flows, commercial model, legal requirements or operational processes. Where changes are material, we will take reasonable steps to notify users. Continued use of the Platform after the effective date of updated Terms constitutes acceptance of those updated Terms.

14. Contact

Family Nest Hub Ltd · info@familynesthub.co.uk