Terms of Service

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").

By creating an account or using our platform at hyyryn.com, you agree to be bound by 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.

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.

We reserve the right to suspend or terminate accounts that breach these Terms, provide false information, or engage in fraudulent or harmful behaviour.

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. Stripe checks a Pro’s identity before they can be paid. Hyyryn does not yet check qualifications or insurance; any check Hyyryn does make is not a warranty or an endorsement.

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.

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.

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.

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.

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

Disputes are resolved by applying the following pre-agreed rules based on the evidence submitted. These rules determine the outcome; they are not discretionary.

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.

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.

8.4 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.

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.

8.6 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

Hyyryn's payment protection, dispute resolution process, evidence trail, and all associated platform safeguards apply exclusively to jobs that are arranged, communicated, 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.

For a job to be eligible for payment protection, all of the following conditions must be met: (a) the job was posted or the quote was submitted through the Hyyryn platform; (b) the quote was accepted and payment was collected through the platform; (c) communication regarding the job took place through Hyyryn's messaging system; and (d) completion evidence (before and after photographs) was uploaded to the platform by the Pro.

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.

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.

By uploading content to the platform (profile photos, portfolio images, job descriptions, reviews), you grant us a non-exclusive, royalty-free licence to display that content on the platform for the purposes of operating the marketplace.

11. Limitation of liability

To the fullest extent permitted by law, HYPEBOX LTD shall not be liable for any indirect, incidental, or consequential damages arising from your use of the platform. Our total liability for any claim relating to the platform shall not exceed the fees you have paid to us in the 12 months preceding the claim.

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.

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.

We may suspend or terminate your account immediately if you breach these Terms, engage in fraudulent activity, or pose a risk to the safety of other users.

13. Changes to these terms

We may update these Terms from time to time. Material changes will be communicated via email or through a notice on the platform at least 14 days before they take effect. Your continued use of the platform after changes take effect constitutes acceptance of the updated Terms.

14. Governing law

These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes arising from these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

Questions about these terms? Contact us at support@hyyryn.com or visit our Help centre.