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Before you agree: the terms most likely to matter to you
These are the terms that limit what you can do, or might surprise you. Each is highlighted where it appears in full; the number takes you there.
For everyone
- We are not part of the agreement for the work. It is between the Customer and the Pro. Our checks record what was seen on the day; they do not promise the work will be good. 3
- Saying nothing counts as agreeing. A photograph filed on a job that the other person does not contest within 48 hours is treated as agreed. 8.2
- Disputes are decided by written rules, sometimes automatically. The money can go to either of you or be divided. You can always ask a person to decide again, and you can still go to court. 8.3 8.4 8.5
- Jobs arranged or paid outside Hyyryn have no payment protection. Asking to be paid outside Hyyryn for a Hyyryn job can get an account closed. 9 9A
- We can restrict, suspend or close an account only for the reasons listed, and we tell you why. 12A
- What we are responsible for is limited. 11 11A
If you are a Customer
- You pay in full when you accept a price. The money is held at Stripe, not paid to the Pro, until it is released. 4
- The money is released automatically 3 days (under £500) or 5 days (£500 and above) after the finishing photographs are agreed, unless you raise a dispute first. 8.1
- Before the work starts you can cancel and get everything back. After it starts, money comes back only through a dispute, or under the 14 days the law usually gives you. 8.3 8.5A
- Held money cannot wait for ever. If the work has not started 85 days after you paid, you are refunded in full automatically. 4A
- If you reverse a payment with your bank after signing the work off, your account may be reviewed and closed. 8.6
If you are a Pro
- You pay 5% of each job, capped at £500, taken when the money is released. We can change fees with 30 days’ notice. 5
- Your first three payments wait at least 7 days from when the Customer paid. 4A
- Your price must be the whole price, and your Customer usually has 14 days to cancel. If they were not told, they may owe nothing for work done in that time. 7A
- If a chargeback is your fault, you repay it, by a reversal of your payment or from your later payouts. 8.6
- Two charges, only when you cause the cost: the card fee if a paid job is refunded because you cancelled, and 5% (at least £25, at most £500) if you are paid outside Hyyryn for a Hyyryn job. 5 9A
- We report what you are paid to HMRC, and need your tax details to do it. 18
Buying a paid plan? Its own summary is at the start of section 15.
1. About Hyyryn and these terms
Hyyryn is an online marketplace operated by HYPEBOX LTD ("we", "us", "our"), a company registered in England and Wales under company number 16355767. We connect homeowners, landlords and property managers ("Customers") with tradespeople and service providers ("Pros").
Changed · draft for review When you create an account, you agree to these Terms of Service ("Terms"). If you do not agree, please do not use the platform.
These Terms apply to all users: Customers and Pros alike. Additional terms may apply to specific services, in which case we will make these clear at the point of use.
1A. Who we are and how to reach us
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Hyyryn is run by HYPEBOX LTD, a private limited company registered in England and Wales under company number 16355767. Its registered office address is on its Companies House record.
You can reach us in writing: by email to support@hyyryn.com, with the form on the Help page, or by post to the registered office. A person reads every message.
HYPEBOX LTD is not registered for VAT, so it has no VAT number. These Terms are in English, and we deal with you in English.
Payments for jobs are taken and held by Stripe Payments UK Limited, which is authorised by the Financial Conduct Authority (section 4). Hyyryn itself is not authorised by the Financial Conduct Authority.
1B. How the agreements are made
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There are two agreements on Hyyryn, and it helps to keep them apart.
Your agreement with us. It is made when you create an account and agree to these Terms, and it covers how you use Hyyryn. It is free for a Customer. A Pro pays the Completion Commission (section 5). A paid plan is a separate agreement, in section 15.
The agreement for the work. It is between the Customer and the Pro, and we are not a party to it (section 3). It is made when the Customer accepts the Pro’s price on Hyyryn and pays it (section 4). It is made up of the job as the Customer described it, the Pro’s price as written, and anything the two of you agree later in Hyyryn’s messages.
Checking before you send. Nothing is sent until you press the button that sends it: a job, a price, an acceptance, a payment or a message. Until then you can check it and change it.
What we keep. Every price as it was written, the one accepted, the payment, the photographs and the messages stay on the job’s page, and you can read them there for as long as we keep the job (our privacy notice says how long). Every version of these Terms stays online at its own address, and we keep a record of the version you agreed to (section 13). You can print this page or save it as a PDF.
2. Eligibility and accounts
You must be at least 18 years old and legally capable of entering into binding contracts under the laws of England and Wales. By registering, you confirm that the information you provide is accurate and that you will keep it up to date.
You are responsible for maintaining the confidentiality of your account credentials. You must notify us immediately at support@hyyryn.com if you suspect unauthorised access to your account.
Changed · draft for review Section 12A sets out when we may restrict, suspend or close an account.
3. How the marketplace works
Hyyryn is a marketplace platform. We facilitate introductions and transactions between Customers and Pros but we are not a party to the contract for works between them. The agreement for any job is directly between the Customer and the Pro.
Our platform uses a three-gateway process: Customers describe their job and select a Pro; payment is collected and held at Stripe (see Section 4); and funds are released to the Pro only when the Customer confirms the work is satisfactory or the review window expires. Full details are available on our How it works page.
We do not guarantee the quality, safety, legality, or timeliness of work performed by Pros. Before a Pro is shown to Customers or can send a price, Hyyryn records a check of their right to work in the UK. A person at Hyyryn looks at the registrations (such as Gas Safe) and insurance a Pro adds, and a Customer is shown only those that were checked and are in date. Stripe checks a Pro’s identity and bank before they can be paid. Each check records what was seen on the day; it is not a warranty of the work or an endorsement of the Pro. Hyyryn does not yet stop a Pro without a registration from pricing work that needs one, so check the registration on their profile before you accept a price for that work.
Changed · draft for review A Pro’s own insurance, for some work. To send a price for gas, heating, electrical or roofing work, or for any job priced at £1,000 or more, a Pro must hold public liability insurance of at least £1 million, and a person at Hyyryn must have checked the certificate and recorded it as in date. If it runs out before a Customer accepts the price, the price cannot be accepted until it is renewed. This is the Pro’s insurance, held with their own insurer. Hyyryn does not insure the work and does not promise to pay for any loss; a claim for damage is made against the Pro and their insurer.
Changed · draft for review The size of a job, for now. While payment protection is new, a price on Hyyryn can be no more than £1,500, and a listing cannot show a higher price. We will give Pros at least 15 days’ notice before this limit is lowered (section 13A); raising it needs no notice.
3A. How results are ordered
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Changed · draft for review Where Hyyryn works. A job can be posted only where Hyyryn is open. Today that is England and Wales; Scotland, Northern Ireland, the Channel Islands and the Isle of Man are not open yet. A job is shown to the Pros whose own travelling distance covers it.
Who Customers see. A Pro’s listing is shown only while all of these are true: the Pro’s account is active; the Pro’s right to work in the UK has been checked (section 3); the Pro has “Taking work” switched on; and the listing is live, not paused or removed.
The order Customers see. We match a Customer’s search words against each listing’s title, its trade and what it says it covers. Unless the Customer chooses another order, the matching listings are shown newest first. The Customer can instead sort by highest star rating, worked out as our reviews policy says, or by price, lowest or highest first.
The order Pros see. Open jobs are shown newest first. A Pro can narrow them by trade, by postcode area and by how urgent they are. A job a Customer sends to one Pro from that Pro’s listing is shown only to that Pro.
Why. Newest first gives every new listing, and every new job, the same chance to be seen. Rating and price are there for the Customer to choose; we do not choose for them.
What never changes the order. Nobody can pay to be placed higher, and we sell no placement or promotion. A paid plan never changes where anyone appears (section 15.1). We do not sell trade work ourselves, and no business we control does.
If any of this changes, we update this section and give Pros at least 15 days’ notice (section 13A).
4. Payment protection and fund handling
All payments between Customers and Pros are processed through Stripe Connect, a payment service provided by Stripe Payments UK Limited, which is authorised and regulated by the Financial Conduct Authority. A Customer’s payment is held at Stripe against the job and is released, refunded or divided only as these Terms set out.
When a Customer accepts a quote, the payment amount is collected by Stripe and held at Stripe against the job. Hyyryn instructs Stripe on the timing of fund transfers to Pros based on the pre-agreed conditions set out in these Terms, including service completion confirmation, review window expiry, and dispute resolution outcomes as defined in Section 8.
Funds are transferred to the Pro's connected account only when one of the following conditions is met: (a) the Customer inspects the completed work and confirms release; (b) the applicable review window expires without the Customer raising a dispute (automatic release); or (c) a dispute is resolved in accordance with Section 8 and a transfer is instructed accordingly.
Hyyryn instructs Stripe when a payment is transferred, refunded or divided, and only in the ways these Terms set out. While a payment is held, it is not paid out to any bank account of Hyyryn’s. Hyyryn’s fee is taken only from money paid to the Pro.
4A. Time limits on a held payment, and payouts
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The 90-day limit. Stripe lets a payment be held for at most 90 days from the day it was taken, so every payment is released, refunded or divided before then.
- If the work has not started 85 days after the payment was taken (the starting photographs have not been agreed), the Customer is refunded in full automatically, and we tell you both. Nothing is owed either way.
- If the work has started, a person at Hyyryn decides where the money goes before the 90 days end, on the evidence filed and using the rules in section 8.3.
Release opens when the work starts. A Customer can release a payment only once the starting photographs have been agreed. Before that, the Customer can cancel and take the whole payment back (section 8.3).
A new Pro’s first payments. Until a Pro has had three payments released, each payment to them is released no sooner than 7 days after it was taken, whether the Customer releases it or the review window ends. The money then moves on its own when it is due. This protects you both, and us, from card fraud.
When money arrives. Release starts the payout straight away. When it reaches the Pro’s bank depends on Stripe’s payout schedule and the Pro’s bank. A refund reaches the Customer’s card in 5 to 10 days.
Stripe’s terms for Pros. To be paid, a Pro opens a Stripe account on Stripe’s own pages and agrees to the Stripe Connected Account Agreement, which includes the Stripe Services Agreement. Stripe checks the Pro’s identity and bank, and may ask for more information or pause payouts under that agreement. You allow us to give Stripe the information about you and your jobs that it needs to make, check and defend payments.
5. Fees
For Customers
Hyyryn is free for Customers. There is no charge to post a job, receive quotes, message tradespeople, or benefit from payment protection. Our platform fee is charged to the tradesperson at the point funds are released.
For Pros
Pros pay a Completion Commission of 5% of the job value, capped at £500 per job. This is deducted from the payout when funds are released upon job completion. Full details are under What it costs on How it works.
New · draft for review Two other charges, each only when a Pro causes the cost. A Customer never pays either.
New · draft for review A paid job refunded because of you. If a Customer’s payment is refunded before the work starts because you cancelled, could not do the job or did not come (sections 8.3 and 8.3A), you pay the card fee that payment cost us, which a refund does not give back: 1.5% of the payment plus 20p for a card issued in the UK (£3.80 on a £240 job), and what it cost us for a card issued abroad. You do not pay it if you cancelled because of something the Customer did, such as changing the job or not letting you in, and told us at the time.
New · draft for review A Hyyryn job paid outside Hyyryn. If you are paid outside Hyyryn for a Hyyryn job, or for other work for a Customer you met through Hyyryn in the 12 months after you met, you owe the Completion Commission that payment would have carried: 5% of the price, at least £25 and at most £500 (section 9A).
New · draft for review How either is paid. A person decides each one on the job’s record and tells you why before anything is taken. It is kept back from your next payouts and shown on your statement. You can ask us to look again, as section 12A sets out.
We reserve the right to change our fees with 30 days' notice. Any fee changes will not affect jobs already in progress or funds already held at Stripe pending release.
Paid plans
Paid plans are optional: Plus for Pros, and Landlord and Agent for organisations. Section 15 sets out how they work. The Completion Commission is the same on every plan, and paying for a plan never changes where anyone appears in results.
6. Obligations of homeowners
As a Customer, you agree to: provide accurate and complete job descriptions; respond to quotes and messages in a reasonable timeframe; make payment before work commences where required; inspect completed work promptly and authorise fund release within the applicable review window (see section 8.1) unless a dispute is raised; and treat Pros with respect and professionalism.
7. Obligations of tradespeople
As a Pro, you agree to: maintain accurate and up-to-date profile information, including qualifications and insurance; hold all legally required certifications for the work you advertise (including but not limited to Gas Safe registration, Part P certification, CSCS cards); provide honest and transparent quotes; complete work to a professional standard and in accordance with all applicable building regulations; and communicate clearly with Customers about timelines, materials, and any changes to the quoted scope.
7A. Your price, your details, and your Customer’s right to cancel
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Your price is the whole price. A price you send on Hyyryn is the total the Customer pays for the job as described: labour, parts, materials, call-out, and VAT if you charge it. Nothing can be added later. If you are not registered for VAT, you must not charge it. If the job turns out bigger, agree the extra work with the Customer on Hyyryn before you do it.
Your details. Your profile must show the name you trade under. If you trade as a company, confirm its name and number on Hyyryn.
Your Customer’s right to cancel. When a Customer who is a consumer accepts your price through Hyyryn, the law usually gives them 14 days to cancel the agreement for the work, without giving a reason (the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013). You are the trader, so telling them about this right before they accept is your duty.
- If the Customer asks you to start within the 14 days and then cancels, they pay for the work done up to when they told you, in proportion to the whole price.
- If they were not told about the right to cancel before accepting, they pay nothing for work done in the 14 days, and the 14 days can run on for up to 12 months.
- The right does not apply to urgent repairs the Customer asked you to come and do, except for extra work or parts beyond the repair. It does not apply to building a new home.
If you cannot do the job. Tell the Customer through Hyyryn as soon as you know, and tell us. Section 8.3A says what happens to the money.
8. Disputes and resolution
If a dispute arises between a Customer and a Pro, both parties should first attempt to resolve it directly through our messaging system. If a resolution cannot be reached, either party may raise a formal dispute through the platform within the applicable review window.
8.1 Review windows
The review window determines how long a Customer has to inspect work and either release payment or raise a dispute. Review windows are calculated automatically based on the job value: jobs under £500 have a 3-day window; jobs of £500 and above have a 5-day window. The window begins when the Customer agrees the Pro's finishing photographs, not when payment is authorised. If the Customer neither confirms nor contests them, they are accepted automatically 48 hours after they were added, and the window begins then. The starting photographs must also have been agreed; if they are agreed later, the window begins at that later point. If no action is taken by the Customer within the review window, payment is automatically released to the Pro.
8.2 Dispute process
When a dispute is raised, the funds stay with Stripe and are paid to nobody until the dispute is decided. Whichever party did not raise it has 4 days to respond and, where possible, resolve the issue directly. Both parties may add evidence (photographs, correspondence, receipts, and independent reports) at any time until the dispute is decided. Photographs filed on the job can be contested by the other party within 48 hours of filing; a photograph that is not contested in that time is treated as agreed.
8.3 Resolution criteria
Changed · draft for review Disputes are resolved by applying the following pre-agreed rules based on the evidence submitted. We apply these rules the same way every time. A decision does not take away your right to go to court (section 8.5).
Changed · draft for review Pre-start cancellation: If the Customer cancels before the Pro's starting photographs have been agreed, which is when the work officially starts, the Customer can cancel from the job and is refunded in full at once (banks take 5 to 10 days to show it). No platform fee is charged, and the Customer pays nothing. If the refund is because the Pro cancelled, could not do the job or did not come, the Pro pays the card fee the refund does not give back (section 5).
Unresponsive Pro: If the party who did not raise the dispute does not respond within 4 days, the dispute is decided on the evidence that has been filed.
Unresponsive Customer: If the Customer does not inspect or raise a dispute within the review window, payment is automatically released to the Pro in full (less the platform fee).
Partial completion: Where evidence demonstrates that part of the work was completed satisfactorily and part was not, payment is split proportionally. The proportion is determined by the scope items completed satisfactorily relative to the total quoted scope. The platform fee applies only to the amount released to the Pro.
Full completion disputed: Where the Customer disputes quality but the Pro's evidence (including before-and-after photographs and any certifications) demonstrates the work was completed to a professional standard, payment is released to the Pro.
Substandard work: Where the evidence (including independent reports if provided) demonstrates work was not completed to a professional standard, a full refund is issued to the Customer.
8.3A If the Pro does not come, or cannot do the job
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The Pro does not turn up. Raise a dispute from the job and choose “No show”. The money stays held at Stripe. Where the evidence shows the Pro did not come and the work did not start, the Customer is refunded in full and no fee is taken from the payment; the Pro pays the card fee the refund does not give back (section 5). A Pro this keeps happening to may have their account restricted or closed (section 12A).
The Pro cannot do the job. If the Pro tells the Customer and us before the work starts, the Customer can cancel from the job and is refunded in full at once, and no fee is taken from the payment (section 8.3). The Pro pays the card fee the refund does not give back (section 5).
The Pro cannot get in. Raise a dispute from the job. It is decided on the messages and photographs under section 8.3.
8.4 Escalation
Hyyryn aims to decide every dispute within 14 days of it being raised, by applying the criteria in Section 8.3 to the evidence filed, and then instructs Stripe to transfer or refund the funds accordingly. A dispute that has not been decided within 14 days is escalated to a person at Hyyryn and both parties are told; the funds stay with Stripe until it is decided. Disputes up to a set amount may receive an automated first decision applying the same criteria. The amount starts at £100 and rises only as automated decisions are shown to agree with decisions made by a person. Disputes involving damage or safety, disputes where both parties have filed evidence, disputes raised from an account less than a week old, and disputes from an account that has raised two or more in ninety days are always decided by a person. Either party may ask for any decision to be reviewed by a person by writing to support@hyyryn.com.
Changed · draft for review When a decision is made automatically, we tell you that it was, and why. You can tell us why you think it is wrong, ask for a person to decide it again, and challenge the outcome.
8.5 Statutory rights
Our dispute resolution process does not affect your statutory rights under the Consumer Rights Act 2015 or any other applicable legislation. You may seek independent legal advice or pursue the matter through the courts at any time. Customers may also contact Citizens Advice (citizensadvice.org.uk) for independent guidance.
8.5A The 14 days the law gives you
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If you are a consumer, the law usually gives you 14 days from accepting a Pro’s price to cancel the agreement for the work, without giving a reason. Section 7A sets out when it does not apply.
To cancel, tell the Pro in any clear way, for example in Hyyryn’s messages, and tell us at support@hyyryn.com.
- Before the work starts: cancel from the job and you are refunded in full (section 8.3).
- After the work has started: raise a dispute and say you are cancelling under the 14 days. We then divide the payment as the law says: you pay for the work done up to when you told the Pro, in proportion to the whole price, and nothing for it if you did not ask for the work to start within the 14 days or were not told about this right.
This is as well as the rules in section 8.3, not instead of them.
8.6 Chargebacks
If a Customer asks their card issuer to reverse a payment (a "chargeback"), HYPEBOX LTD answers it with the platform's record of the job: the photographs each party agreed, the messages, and when and how the payment was released. HYPEBOX LTD bears the loss of a chargeback that is decided against it, except where HYPEBOX LTD decides, on that record, that the chargeback arose because the Pro did not do the work, did it fraudulently, or arranged payment outside the platform. In that case the Pro must repay the amount, and HYPEBOX LTD may recover it by reversing the transfer to the Pro's payment account or by keeping it back from the Pro's later payouts, telling the Pro each time. A Customer who signs off work and then reverses the payment with their card issuer may have their account reviewed, and may lose access to the platform.
9. Off-platform arrangements
Changed · draft for review Hyyryn's payment protection, dispute resolution process, evidence trail, and all associated platform safeguards apply only to jobs that are arranged and paid for through the Hyyryn platform. If you arrange work, agree terms, or make payment outside of Hyyryn, including by telephone, text message, email, cash, bank transfer, or any other means not facilitated by the platform, those arrangements are entirely between you and the other party.
HYPEBOX LTD accepts no responsibility or liability for the quality, completion, or payment of any work arranged outside the platform. Our dispute resolution process (Section 8) does not apply to off-platform arrangements, and we are unable to intervene in or mediate any disagreements arising from them.
Changed · draft for review Payment protection covers every job whose price was accepted and paid through Hyyryn. What decides a dispute is the record on Hyyryn: messages, photographs and agreements kept anywhere else are not part of it, and we cannot weigh them.
We strongly encourage all users to keep their communications, agreements, and payments on the platform. This protects both parties by creating a timestamped record of the arrangement, keeping the payment held until the work is signed off, and preserving evidence in the event of a dispute.
9A. Why Hyyryn jobs are paid on Hyyryn
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A Pro must not ask a Customer to pay for a Hyyryn job outside Hyyryn, or agree to it. We have this rule for three reasons: payment outside Hyyryn takes away the payment protection the Customer relies on; it takes the job out of the record that settles disputes and answers chargebacks; and it avoids the Completion Commission that pays for both.
If it happens. A Pro who is paid outside Hyyryn for a Hyyryn job, or for other work for a Customer they met through Hyyryn in the 12 months after they met, owes the Completion Commission that payment would have carried: 5% of the price, at least £25 and at most £500 (section 5). It is the fee the job would have paid on Hyyryn, and no more, and the Customer is never charged. A person decides it on what we have, such as the messages, a report or what the Customer tells us, and tells the Pro why; the Pro can ask us to look again. Doing it again can get the account closed (section 12A).
Met through Hyyryn means the Customer posted a job you priced or asked about, or contacted you through your listing on Hyyryn.
You set your own prices, and work with people you did not meet on Hyyryn is yours to arrange however you like.
10. Intellectual property
All content, design, trademarks, and technology on the Hyyryn platform are owned by HYPEBOX LTD or our licensors. You may not copy, reproduce, or redistribute any part of our platform without written permission.
Changed · draft for review You keep ownership of what you upload: profile and portfolio photographs, job descriptions, photographs of the work, messages and reviews. You give us a non-exclusive, royalty-free licence to use it only to run Hyyryn: to show it on Hyyryn to the people meant to see it; to keep it as the record of the job, and fingerprint it; to use it as evidence in a dispute or a chargeback, which includes sending it to Stripe and to card issuers; and, for photographs of work on a home, to include it in an evidence pack or report that the organisation responsible for that home makes on Hyyryn (our privacy notice says more). The licence ends when the content is deleted under our privacy notice, except for copies we must keep for a dispute, a chargeback or the law.
10A. Reviews
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Reviews follow our reviews policy, which forms part of these Terms. In short:
- Only the Customer and the Pro on a job paid through Hyyryn can review each other, once each, after the job is finished or a dispute about it is decided. The Customer’s review of the Pro is published; the Pro’s review of the Customer is kept by Hyyryn and never published.
- A review stays sealed until both have written, or until 14 days after the job finished, whichever comes first. Every Customer is asked for a review the same way.
- Nobody may write, or get anyone to write, a review of a job they did not have, or of themselves, their own business or a competitor.
- Nobody may offer, ask for or accept anything in return for a review, or threaten anyone over one. We never pay for reviews.
- We never edit a review. We take one down only for a reason listed in the reviews policy. Being negative is not one of them.
- If you think a review is wrong, report it from Reviews in your account. A person looks at it within 5 working days, and tells you both the decision and why.
Breaking these rules can lead to the review being taken down and your account being restricted or closed (section 12A). Fake reviews, and reviews that hide that they were rewarded, are against the law (the Digital Markets, Competition and Consumers Act 2024).
11. Limitation of liability
Changed · draft for review If you are a Pro, or use Hyyryn for a business: we are not responsible for indirect or consequential loss, or for loss of profit, business or opportunity; and our total responsibility for any claim relating to the platform is limited to the fees you paid us in the 12 months before the claim. If you use Hyyryn as a consumer, section 11A applies instead.
Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded by law.
11A. If you use Hyyryn as a consumer
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We are responsible for loss you suffer that is a foreseeable result of our breaking these Terms or of our not using reasonable care and skill. Loss is foreseeable if it was obvious it would happen, or if you and we both knew it might happen when you agreed to these Terms.
We are not responsible for loss that was not foreseeable, for business losses, or for loss caused by a Pro’s work or by anything a Pro or another user does (section 3).
If we give Stripe a wrong instruction about your payment, we put it right, so that you get back what the wrong instruction cost you.
Nothing in these Terms limits our responsibility for death or personal injury caused by our negligence, for fraud, or for anything else the law does not let us limit.
12. Termination
You may close your account at any time by contacting us at support@hyyryn.com. Account closure will not affect any jobs currently in progress or funds held at Stripe pending release, which will be resolved in accordance with these Terms.
Changed · draft for review We may restrict, suspend or close your account only for the reasons, and in the way, set out in section 12A.
12A. When we may restrict, suspend or close an account
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The reasons. We may restrict, suspend or close an account only for one of these reasons:
- false or misleading information about who you are, your business, or your checks, registrations or insurance;
- a check you need in order to use Hyyryn fails or is withdrawn (for a Pro, the right to work check, or Stripe’s identity check);
- fraud or attempted fraud, including paying with a card that is not yours, fake reviews (section 10A), or reversing a payment with your bank after signing the work off (section 8.6);
- threats, harassment, abuse or discrimination, or putting anyone’s safety at risk;
- asking for, or arranging, payment for a Hyyryn job outside Hyyryn (section 9A);
- posting illegal content (section 17);
- for a Pro, not turning up, or cancelling paid jobs, again and again, or not giving the tax details the law requires after we have asked and reminded you (section 18);
- any other serious breach of these Terms, or the same breach again after we have warned you;
- the law, a court, a regulator or Stripe requires it.
What we may do. We take the smallest step that deals with the problem: a warning; taking down a message, review or listing; hiding a profile or listing from results; stopping new prices or new jobs; suspending the account; or closing it.
Telling you why. When we restrict or suspend an account, we email you when it starts, saying what we have done, which reason applies, and the facts that led to it, unless the law stops us.
Closing a Pro’s account. We email a Pro at least 30 days before we close the account, with our reasons. We close it sooner only when the law requires it, or when you have broken these Terms again and again; we then email you our reasons straight away. We may suspend the account during the 30 days.
Closing a Customer’s account. We give reasonable notice and our reasons, unless there are serious grounds, such as fraud or a risk to someone’s safety, to act at once.
Asking us to look again. Reply to our email, or write to support@hyyryn.com, within 30 days. A person who did not make the decision looks at it, considers what you send, and answers in writing within 20 working days. If we got it wrong, we lift the restriction straight away, and you get back everything in your account.
Money and jobs. A restriction or closure never changes where money held at Stripe goes. Each payment is still released, refunded or divided under sections 4, 4A and 8. If a restriction stops you finishing or contesting a job that is already paid for, write to support@hyyryn.com and we will make sure you can.
13. Changes to these terms
Changed · draft for review We may update these Terms from time to time. We tell you about a change by email at least 15 days before it takes effect (section 13A). If you keep using Hyyryn after it takes effect, the new Terms apply to you. If you do not want them, you can close your account before then, at no cost.
Every earlier version of these Terms stays online at its own address, listed at hyyryn.com/versions, and we keep a record of the version each account and each paid plan was started on.
13A. Why and how we change these Terms
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Why. We change these Terms only to: follow a change in the law or in a regulator’s guidance; reflect a change in how Hyyryn works, such as a feature added or taken away; reflect a change made by Stripe or another supplier we rely on; make them clearer; or deal with fraud, misuse or a security risk.
Notice. We email you at least 15 days before a change affects you, saying what is changing and why. If a Pro needs longer to adapt, we give longer. A change to our fees has 30 days’ notice (section 5). A change to a paid plan follows section 15.9.
Sooner only when we must. A change can take effect sooner only when the law requires it, or to deal with an unforeseen and imminent danger from fraud, malware, spam, a data breach or another security risk. We then tell you as soon as we can.
Your choice. If you do not agree to a change, you can close your account before it takes effect, at no cost. For a Pro, closing in this way takes effect within 15 days of our email.
Never backwards. A change never applies to anything that happened before it takes effect, unless the law requires it or it only benefits you. A job already paid for carries on under the Terms in force when it was paid.
14. Governing law
Changed · draft for review These Terms are governed by and construed in accordance with the laws of England and Wales. If you are a consumer, you can bring a claim about these Terms in the courts of England and Wales or, if you live in Scotland or Northern Ireland, in the courts where you live. If you are a Pro, or use Hyyryn for a business, only the courts of England and Wales can decide such a claim.
If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.
15. Paid plans
This section applies from the day a paid plan first goes on sale. Until then no plan can be bought and nothing in it applies. We will tell you on the day it starts.
In short (the whole section takes about 9 minutes to read)
- A plan renews until you end it, monthly or yearly, with no minimum term. 15.4
- The first 30 days are free, once. We take your card at the start; end the plan before the 30 days are up and you pay nothing. 15.3
- End it online in two clicks, or just tell us. It runs to the end of the time you have paid for. 15.5
- 14 days to change your mind after your first payment and after each yearly renewal, with the unused part refunded. 15.6
- If a payment fails, Stripe tries again for up to two weeks; then the plan ends and you are back on the free plan. Nothing is deleted. 15.7
- A price changes at most once a year, never during a year you have paid for, with 30 days’ notice and a free way out. 15.9
- Records of your own jobs are yours to decide. We keep them for you, use them for nothing else, and delete them when you say or when the period you chose ends. 15.14
15.1 Who this section is for
Paid plans are optional. A Pro can buy Plus. A landlord or letting agent can buy Landlord or Agent for an organisation they set up on Hyyryn (section 15.10). You must be 18 or over to buy a plan. Your contract for a plan is with HYPEBOX LTD, trading as Hyyryn.
Paying for a plan never changes where anyone appears in results or what a Customer is shown about a Pro’s checks. The Completion Commission in section 5 is the same on every plan: 5% of each job, capped at £500.
15.2 The plans and what they cost
| Plan | Monthly | Yearly |
|---|---|---|
| PlusFor Pros | £19 a month | £190 a year |
| LandlordFor an organisation with up to 20 homes | £29 a month | £290 a year |
| AgentFor an organisation with any number of homes | £79 a month for up to 50 homes, then £1 a month for each home over 50 | £790 a year for up to 50 homes, then £10 a year for each home over 50 |
Each of these plans starts with 30 days free (section 15.3). The free plans, Free for Pros and Landlord Solo for up to 3 homes, cost nothing. Enterprise, for 200 homes or more, is quoted and agreed in writing.
No VAT is charged. HYPEBOX LTD is not registered for VAT, so the price shown is the price you pay. If that changes, section 15.9 applies.
What each plan includes is set out on the plans page. It forms part of this section, and so do the answers under “Before you choose” on that page.
How Agent is counted. We count the homes your organisation has on Hyyryn on the day each payment is taken. For example, 60 homes on that day is £79 + 10 × £1 = £89 a month. A home added part of the way through a month or year is counted from your next payment, never charged part of the way through one. With 50 homes or fewer the price stays £79 a month (£790 a year).
15.3 The free 30 days
Each paid plan starts with 30 days free, once for each account (or, for an organisation’s plan, once for each organisation). We take your card details through Stripe at the start but take no money. If you do not end the plan, the first payment is taken when the 30 days are up: the monthly or yearly price you chose, and then the same at the start of each month or year until you end it. We email you between 7 and 10 days before that first payment (on a yearly plan, also between 14 and 17 days before), with the date, the amount and how to end the plan (section 15.8).
End the plan at any time in the 30 days and you pay nothing. If you or your organisation have had the free 30 days before, a plan starts without them and the first payment is taken on the day you start; the page before payment says so.
15.4 How you pay
Payments are taken by Stripe Payments UK Limited from the card you give it, at the start of each month or year, until the plan ends. There is no minimum term. Your receipts and invoices come from HYPEBOX LTD. Stripe emails a receipt for every payment, and Manage plan (in your settings, or on your organisation’s page for its owners) holds every invoice and lets you change the card. We never see or store your card number: Stripe keeps it.
To move between paying monthly and yearly, write to support@hyyryn.com; the change applies from your next payment.
15.5 Ending your plan
You can end your plan at any time, either:
- online: in Manage plan, press Cancel plan. It takes two clicks and nothing else is asked of you; or
- by telling us in any clear way, for example an email to support@hyyryn.com saying you want your plan to end.
The plan then runs to the end of the month or year you have paid for, and no further payment is taken. Within 24 hours we email you to confirm the day it ends. Until that day you can keep the plan after all, from Manage plan. If you also want to close your account, write to us: we end the plan at once and then close the account (section 12).
When a plan ends you go back to the free plan. Nothing you have recorded is deleted: every Hyyryn job and its sealed record stays readable, and evidence packs already made can still be downloaded. What stops is what the plan added.
15.6 Changing your mind: 14 days
You can cancel a plan and have your money back, less the part you have used:
- within 14 days of the first payment after your free 30 days (or, if your plan started without them, within 14 days of the day it started); and
- within 14 days of each yearly renewal.
On the day of each of those payments we email you to say that the 14 days have started, when they end and how to use them.
Tell us by email to support@hyyryn.com; if you have already pressed Cancel plan in Manage plan, an email asking for the refund is enough. Your plan ends on the day you tell us. We refund what you paid for that month or year, less an amount for the days the plan was running, counted from the payment to the day you tell us. For example, a yearly Plus plan renews at £190 on 1 March and you tell us on 5 March: you pay for 4 days (£2.08) and £187.92 comes back.
Refunds go back to the card you paid with, within 14 days of you telling us, at no charge to you. If you like, you can use the form below, but you do not have to.
The model cancellation form
To HYPEBOX LTD, trading as Hyyryn, support@hyyryn.com:
I give notice that I cancel my contract for the supply of the following service: [the plan], ordered on [date].
Name: [your name]
Address: [your address]
Signature: [only if this form is sent on paper]
Date: [date]
We give these rights to everyone who buys a plan, whether as a consumer or for a business, and whether or not the law yet requires them.
15.7 If a payment does not go through
If a payment fails, Stripe tries again over up to two weeks and emails you, with a link to update your card. Your plan carries on meanwhile, and we tell you too. If the payment still has not gone through after two weeks, the plan ends and you go back to the free plan, as in section 15.5. There is no late fee, and nothing is deleted. You can start a plan again at any time, without the free 30 days.
15.8 Reminders
We email you before a payment with its date and amount, what you paid last time, what you will pay after it, and how and by when to end the plan so that it is not taken:
- before the first payment after your free 30 days: between 7 and 10 days before it, and on a yearly plan also between 14 and 17 days before it;
- if you pay monthly: between 7 and 10 days before every sixth monthly payment after the first;
- if you pay yearly: twice before every renewal, between 30 and 33 days before it and between 7 and 10 days before it.
These emails come from Hyyryn. Stripe may also send its own receipts and reminders. If a plan is set to end, we do not remind you of payments that will not be taken.
15.9 Changes to prices and plans
We may change a plan’s price no more than once a year, and never during a year you have already paid for. We will email you at least 30 days before a new price applies to you, saying what it will be and why. If you do not want to pay it, end your plan before then and you pay nothing more.
We will not take away or reduce anything a plan includes unless the law, a security risk or a supplier we depend on leaves us no choice, or we replace it with something that does the same job at least as well. If we must, the same 30 days’ notice and free way out apply, and if you have paid for a year you may instead have the unused part refunded. Any other change to this section follows section 13, and you may end your plan before it applies to you.
15.10 Organisation plans
An organisation’s plan is bought by its owner, for the organisation. Only an owner can start, change or end it. Owners, admins and people with the accounts role can see its recent invoices on the organisation’s page. Everyone else in the organisation, including the landlords an agent works for, pays nothing for being in it and is not a party to the plan.
An owner who is leaving makes someone else an owner first, and the plan carries on. Landlord covers up to 20 homes. Adding a 21st asks the owner to move to Agent: write to support@hyyryn.com and we move the plan from its next payment. The homes already there stay as they are. On Landlord Solo, which is free, adding a 4th home asks the owner to choose a paid plan.
15.11 When we may end a plan
We may end a plan at once if its holder acts fraudulently, seriously or repeatedly breaks these Terms, or puts other users at risk (section 12). Otherwise we give at least 30 days’ notice by email, for example if we stop offering a plan. Whenever we end a plan, we refund the unused part of any month or year that has been paid for, to the card it was paid with, without being asked.
15.12 Your rights, and buying for a business
If you buy as a consumer, the law gives you rights that nothing in these Terms takes away: the service must be provided with reasonable care and skill, and as we have described it. Nothing in this section gives anyone who buys for a business fewer rights than a consumer to end a plan, change their mind, be reminded or be refunded. Section 11 (limitation of liability) applies to plans bought for a business.
15.13 Questions and complaints
Write to support@hyyryn.com, or use the form on the Help page with the topic “My account”. A person reads every message and replies by email. Hyyryn does not use an alternative dispute resolution scheme for plans. If we cannot settle a complaint, you can still take it to court (section 14), and Citizens Advice can help. Changed · draft for review
HYPEBOX LTD, registered in England and Wales, company number 16355767, trading as Hyyryn. Its registered office is shown on its Companies House record.
15.14 Records for your own jobs (Plus)
Plus lets you keep records of jobs that did not come through Hyyryn: what the work was, your customer’s name, address and contact, your notes, and photographs. For your customers’ details in those records, you decide what is kept and why, and you are responsible for them under data protection law (you are the controller). We keep them for you and act only on your instructions (we are the processor). This section is the agreement the law asks for between us (UK GDPR Article 28).
- What we do with them. We store the records, show them to you, put a fingerprint of each photograph and note on our sealed record, export them for you, and delete them when you tell us to or when the period you chose ends. We use them for nothing else: not to contact your customers, not for marketing, not for statistics, and not to train any AI. We keep our own logs of how the service is used, for security, to stop misuse and for billing; for those we are responsible, under our privacy notice.
- Your instructions. These terms, the choices you make on the page (what to record, how long to keep it, what to delete) and anything you ask us in writing are your instructions. If we think an instruction would break the law, we will tell you.
- Who sees them. Only you, through your account. Our staff do not open a record unless you ask us to, it is needed to keep the service running or secure, or the law requires it, and everyone who can is bound to keep it confidential.
- Keeping them safe. Your customers’ names, addresses, contacts and your notes are stored encrypted, with a key we hold. Photographs are kept in private storage that is never public, and every request needs your sign-in.
- Others who help us. We use the providers named in our privacy notice to host and store the records, and you agree we may. We will email you at least 30 days before we add or change one; if you object, you can export and delete your records before the change.
- Helping you. If a customer asks you for a copy of what you hold about them, or to correct or delete it, you can do it yourself on the page: One customer finds them across every record. If you need more, write to us and we will help. If we learn of a breach affecting your records, we will tell you without undue delay and give you what you need to tell the Information Commission (which took over from the Information Commissioner’s Office on 30 September 2026) and your customers. Changed · draft for review We will help with any assessment the law asks of you, as far as it concerns our part.
- At the end. A record you put in the bin is deleted 30 days later, or at once if you choose. A record is deleted when the period you chose ends: 6 years after the work was finished, or 15 for building work. Photographs are deleted from storage at once; the rest can stay in our database’s recovery history for up to 30 days, still encrypted. If Plus ends, nothing is deleted: you can still read, export and delete your records, but not add to them. If you close your account, your records are deleted 30 days after it closes, so export them first.
- Showing we keep to this. We will give you the information you reasonably need to show that we keep to this section, and answer your questions about it.
- Your part. Tell your customer what you keep about them and why before you keep it (a notice you can use is on the page), and have a lawful reason to keep it. Photograph the work, not people or their belongings. You may need to pay the Information Commission its data protection fee: Changed · draft for review its self-assessment tells you.
- What a record shows. Each photograph and note is received and fingerprinted by us at the time our clock shows, and every morning the newest entry of our record is stamped by an independent time stamping service. That shows a file has not changed since we received it. It does not show when a photograph was taken, or that it shows what happened: it is evidence for whoever weighs it.
16. Rules for using Hyyryn
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Everyone on Hyyryn must:
- give true information, and keep it up to date;
- use only their own account, and keep their sign-in to themselves;
- treat people with respect: no threats, harassment or abuse, and no discrimination because of race, sex, disability, religion or belief, sexual orientation, age or any other protected characteristic;
- use other people’s details only for the job they were shared for, and never for marketing;
- photograph the work, not people or their belongings;
- keep Hyyryn jobs paid on Hyyryn (section 9A).
Nobody may:
- post anything illegal (section 17), or anything that infringes someone else’s rights;
- write or arrange fake reviews (section 10A);
- pretend to be someone else, or to have a check, registration or insurance they do not have;
- send spam or advertising in messages;
- copy Hyyryn or its data by automated means, or try to get round our security, our checks or our limits;
- open a new account after we have closed theirs, without asking us first.
If someone breaks these rules, use Report on the conversation or review, or write to support@hyyryn.com. Section 12A says what we may do.
17. Illegal content, and how we deal with it
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This section says how we protect people on Hyyryn from illegal content, as the Online Safety Act 2023 asks.
Not allowed. Illegal content of any kind is not allowed anywhere on Hyyryn: in messages, photographs, listings, profiles or reviews. That includes terrorism content, child sexual abuse material, threats, harassment, fraud and scams, and intimate images shared without consent.
How Hyyryn is built to keep it out. A conversation is always about a job, between the Customer and a Pro on it. Reviews come only from the two people on a finished, paid job. Nobody under 18 may have an account.
Reporting. Every conversation and every review has Report. Anyone, with or without an account, can also report content by emailing support@hyyryn.com with where it is. We look at every report.
What we do. If content is illegal, we take it down as soon as we can and act on the account under section 12A.
- Terrorism content and child sexual abuse material: taken down at once and the account closed. We report child sexual abuse material to the National Crime Agency, as the law requires.
- An intimate image reported by the person in it, or by someone acting for them: taken down, with any copies we find, as soon as we can and within 48 hours of the report.
- Other illegal content, such as threats, harassment or fraud: taken down as soon as we decide it is illegal.
Content we take down is hidden from view, and kept while it may be needed as evidence.
Complaints. You can complain to us if you think content on Hyyryn is illegal and we have not dealt with it; if we took down your content, or restricted your account, because we wrongly thought it was illegal; or if you think we are not keeping to our duties under the Online Safety Act. Use the route in section 19. Ofcom regulates online safety.
18. Tax details we collect from Pros and report to HMRC
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The law requires us, as a platform, to collect details from every Pro paid through Hyyryn, and to report them to HMRC each year (the Platform Operators (Due Diligence and Reporting Requirements) Regulations 2023).
What we collect. If you work as an individual: your full name, your main address, your date of birth, and your Unique Taxpayer Reference or National Insurance number. If you trade as a company: its legal name, its main address, its company registration number and its tax reference.
What we report. By 31 January each year, for the calendar year before: those details, what you were paid through Hyyryn in each quarter, the number of jobs, and the fees we took. HMRC may share it with tax authorities in other countries under the same rules.
Your copy. We send you a copy of what we reported about you by the same 31 January.
Keeping it safe. The details are encrypted when saved, and opened only to make the report. We keep them as our privacy notice says.
If you do not give them. We ask, and then remind you. If you still have not given them, we may stop you sending new prices until you do.
Your own tax is yours. The report does not change what tax you owe. Your earnings statement on Hyyryn will not match the report line for line, because the report counts calendar quarters.
19. Complaints about Hyyryn
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A complaint is about Hyyryn itself: the platform, a decision we made, how we handled something, or how we treated you. A problem with the work is a dispute, raised from the job (section 8). A complaint does not move any money.
How. Email support@hyyryn.com with “Complaint” in the subject, or use the form on the Help page. It is free. Our complaints page sets out each step.
What happens. A person acknowledges it by the second working day, says who is looking at it, and gives you a reference. You get a written answer by the twentieth working day: what we found, what we are doing about it, and where you can go next. If we need longer, we tell you why and when, before then. We keep complaints for six years.
For Pros. You can complain about anything we do that affects your business on Hyyryn, including a restriction or closure (section 12A), how results are ordered (section 3A), a technical problem, or how we keep to the rules for platforms and the businesses on them. We treat like complaints alike, and in proportion to how important and complex they are.
If you are still not satisfied.
- Customers: Hyyryn is not a member of an ombudsman or alternative dispute resolution scheme. Citizens Advice can help, and you can go to court (section 14). A complaint about the payment service itself goes to Stripe, and after that to the Financial Ombudsman Service.
- Pros: you can go to court (section 14).
- About your data: our privacy notice, and the Information Commission.
- About online safety: section 17.
20. Your content and data, and what each side can see
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What we can see. Everything Customers and Pros give Hyyryn, and everything Hyyryn creates as it is used: accounts and profiles, checks, listings, jobs, prices, messages, photographs, payments and fees, reviews, disputes, and how the site is used. We use it as our privacy notice says, and only to run Hyyryn, keep it safe and meet the law.
What a Pro can see. Your own profile, listings, prices, and your statement of earnings and fees. For a job you price: what the Customer wrote, their first name, and the district part of their postcode. For a job you do: its messages, photographs, payment, review and any dispute.
What a Pro cannot see. Data about other Pros, or about Hyyryn as a whole, in any form.
Changed · draft for review Who else gets data, and why. Stripe (payments and identity checks); Cloudflare (hosting); our email provider; Google, if you sign in with it; the Home Office and a certified identity provider (right to work checks); HMRC (section 18). If a Pro has confirmed a company number, organisations and Customers who watch that company are told what the public Companies House register shows about it. An organisation on the Landlord or Agent plan that uses a Pro also sees the registrations and insurance Hyyryn checked, with the day each runs out, and whether the Pro’s right to work is checked, and is told when one runs out (the privacy notice, section 13). We do not sell data.
After you close your account. You can no longer sign in. Jobs that took payment, with their messages, photographs, disputes and reviews, are kept for six years after the job finished; payment records for six years after the end of the financial year; most other details are removed 30 days after closing (our privacy notice has the full list).
21. Other legal terms
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Keeping Hyyryn running. We use reasonable care and skill to keep Hyyryn available, but it may sometimes be down for maintenance or because of a fault.
Events outside our control. If something outside our control, such as a failure at Stripe, at our host, or of the power or internet networks, stops us doing something under these Terms, we tell you, do what we can, and are not responsible for the delay. This never takes away a refund that is owed to you.
Transferring this agreement. We may transfer our rights and duties under these Terms to another business, for example if Hyyryn is sold, but only if your rights are not reduced. We will tell you first. You may not transfer yours.
Who can rely on these Terms. Only you and we can enforce these Terms.
Waiting is not waiving. If we do not enforce a right straight away, we can still do so later.
22. Acting for someone else
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If you post a job for a home you do not own, for example as a letting agent, a property manager or a tenant, you must have the owner’s permission for the work.
If you use Hyyryn for a business, such as letting homes as a business, the parts of these Terms that exist only to protect consumers may not apply to you.
Questions about these terms? Contact us at support@hyyryn.com or visit our Help centre.