Terms & Conditions

The key points

• Mendli is a marketplace. Your contract for a job is with the worker, who is an independent business — not with Mendli.
• Posting a job is free. Customers pay no Mendli fee. Workers pay a flat 12% of what the customer pays for each job.
• Keep messages, changes and payments for Mendli jobs on Mendli. Phone numbers and emails are shared once a quote is accepted.
• When a worker marks a job finished, the customer has 7 days to confirm it or report a problem.
• Customers who accept a quote online usually have 14 days to cancel. Your legal rights are never reduced by these terms.
• Workers can buy adverts and boosts, or ask Mendli to build a business website. Those have their own short terms.

1. About these terms and who we are

• These terms apply to everyone who uses Mendli at mendli.uk. Customers also accept the Customer Terms and the Job Posting Terms shown when they post a job. Workers also accept the Worker Terms in their account. Where a more specific term applies to an activity, it applies to that activity — but no term removes rights you have by law.
• Mendli is run by Nicola Shirley-Conyers, a sole trader trading as Mendli. Postal address: to be confirmed before launch. Contact us through Help & Support in your account or at [email protected].

2. What Mendli does

• Mendli is an online marketplace. It helps customers find local workers, compare quotes, message, keep job records, pay (once card payments are switched on) and sort out problems.
• Your contract for the work is with the worker, not with Mendli. Workers are independent businesses. They are not employed by Mendli and Mendli does not carry out the work.
• Mendli provides the platform, the job record, support and the dispute process, and (once card payments are live) collects payments on the worker’s behalf.
• Where Mendli sells something itself — adverts, boosts and website builds for workers (section 8) — Mendli is the supplier for that service.

3. Accounts and verification

• You must be 18 or over and give accurate information. Keep your login secure — you are responsible for what happens on your account.
• Don’t impersonate anyone, share or sell an account, or give false job, profile, review or verification information. Use Mendli only for lawful work and lawful communication.
• We may restrict or close an account where reasonably necessary for security, fraud, safety, a serious breach of these terms or the law. We will tell you why unless the law or a safety reason prevents it, and you can ask us to review the decision through Help & Support.
• Verification. Mendli may check workers’ identity, insurance, qualifications, trade registrations (for example Gas Safe) and, for some trades, DBS certificates, and may show that a check was done. A check shows what we saw at that time. It does not guarantee a document is still current, genuine in every respect, or suitable for a particular job — customers should decide what the job needs and ask for more evidence where it reasonably requires it.

4. Customers: jobs, quotes and choosing a worker

• Posting a job is free and doesn’t commit you to anything. Describe it honestly — location, timing, access, known hazards — and only upload photos you’re entitled to share.
• Who sees your job. Workers in that trade and area see the job and the general area. Your full address is shared only if you choose to share it; your phone number and email only once you accept a quote.
• Quotes must show the total price and what it includes, any deposit, call-out fee and materials, the expected completion date and when the quote expires. Any extra terms a worker adds are shown before you accept and can’t override these terms or your legal rights.
• Messages. Each conversation with a quoting worker is private. Until a quote is accepted, phone numbers and email addresses can’t be shared.
• Accepting a quote makes it the agreed record of the booking; other quotes for that job are declined. Extra work or price changes must be agreed through Mendli first, using a revised quote — you don’t have to pay for work you didn’t agree.
• Give the worker the access you agreed and keep the work area reasonably safe. Some trades (for example gas, electrical or childcare) have extra rules, shown before you post.

5. Workers

• Mendli’s service fee is a flat 12% of what the customer actually pays for each job (including agreed extra work; recurring work is charged per visit). It includes card and payment-processing costs, so there are no other fees for receiving payment. If a customer is refunded through no fault of yours, the fee is worked out only on what you keep. We give at least 30 days’ notice of a fee change, and it never applies to a quote already accepted.
• Work introduced through Mendli stays on Mendli for 12 months after the introduction — the work, changes and payment must go through Mendli. Deliberately moving it off Mendli to avoid the fee may lead to your account being restricted or removed, and Mendli may recover the fee it would have earned (12% of the value of that work) where the law allows. Talking to a customer directly to carry out an accepted job is fine.
• Quotes must describe the work and the full price accurately. A deposit is normally no more than 25% of the quote (more only for materials or third-party costs bought specially for the job and listed in the quote). Never ask a customer to pay outside Mendli for Mendli work.
• Messages before acceptance. Until the customer replies you can send one follow-up every 24 hours, and you can’t share contact details until your quote is accepted.
• Your profile and documents must be accurate, current and genuinely yours; tell us if anything expires or changes. Your profile may stay pending until the checks for your trade are complete.
• You run your own business. You choose which jobs to quote for, your prices and how you work, and you hold the insurance, qualifications and registrations the work legally needs. Mendli doesn’t guarantee any work or income. You are responsible for your own tax, VAT and National Insurance.
• Tax reporting. Mendli may have to report your earnings to HMRC under the digital-platform reporting rules. If you don’t provide the details asked for on your Payments page, we may pause payouts or your account as those rules require.
• Act lawfully, safely and professionally. Repeated cancellations or no-shows may affect your account.

6. Payments, deposits and fees

• Card payments are being switched on. Until they are, no payments are taken through Mendli. Once they are, payments for Mendli work are made through Mendli, which collects them on the worker’s behalf through its payment provider and pays the worker after taking the service fee.
• Our payment provider is Stripe. Card payments and payouts are processed by Stripe Payments UK Ltd (“Stripe”). Stripe takes card details directly — Mendli never sees full card numbers.
• Workers and Stripe. To be paid through Mendli, a worker sets up a Stripe account through Mendli. Payment processing services for workers on Mendli are provided by Stripe and are subject to the Stripe Connected Account Agreement, which includes the Stripe Services Agreement (together, the “Stripe Services Agreement”). By agreeing to these terms or continuing to be paid as a worker through Mendli, you agree to be bound by the Stripe Services Agreement, as Stripe may change it from time to time. As a condition of Mendli enabling payment processing through Stripe, you agree to give Mendli accurate and complete information about you and your business, and you authorise Mendli to share it, and transaction information about your use of Stripe’s services, with Stripe.
• Customers pay no Mendli fee. If that ever changes, any fee will be shown clearly before you commit — never added at the end.
• Every payment is recorded against the job. Workers are responsible for their own tax and VAT and any VAT invoice. Full details are in Payments & Deposits.

7. Cancelling, finishing a job and disputes

• 14-day right to cancel. When a customer accepts a quote online they usually have 14 days to cancel for any reason. This is shown with every quote; see Cancellation rights. Cancel by telling the worker clearly — a message in Mendli keeps a dated record.

• Finishing a job. When the worker marks it finished, the customer has 7 days to confirm it or report a problem. We tell the customer by notification and email when the job is marked finished. If they neither confirm nor report a problem within the 7 days, Mendli marks the job complete.
• Disputes. Report a problem through the job as soon as you reasonably can and keep messages, photos and other evidence. Mendli tells the other side, may review the job record and evidence from both sides, and proposes a decision. Only the disputed amount is held. You can ask for a decision to be looked at again through Disputes. False claims or evidence may lead to account action.
• Nothing here affects a customer’s legal rights, including the right to work done with reasonable care and skill, as described and within a reasonable time. Free advice: Citizens Advice consumer helpline, 0808 223 1133.

8. Paid services for workers: adverts, boosts and websites

• Workers can choose to buy extra services from Mendli. They are optional, bought for your business, and each has its own short terms that you agree to when you order:
• Adverts and boosts — paid advert slots on customer pages and a “Boosted” place in search results, in up to 3 areas (extra areas charged). Every one is checked by Mendli before it goes live and ends automatically. See the Advertising & Boost Terms.
• Website builds — Mendli designs and builds a business website for you. The starting price is shown when you ask; the final price is agreed after we check your request, and nothing is charged until you accept it. See the Website Build Terms.
• Paid services never change which jobs you see, how your quotes are shown or your reviews. Prices include any VAT that applies and are shown before you order.

9. Messages, reviews and content

• Communicate respectfully. Don’t post anything unlawful, threatening, discriminatory, misleading or that infringes someone else’s rights. You can report a message, review or user through Help & Support.
• Mendli may review messages and job records where needed to resolve a dispute, investigate fraud or safety concerns, or comply with the law, and may remove content that breaks these terms.
• Reviews can be left after a job and must reflect a genuine experience of that job. Don’t write, buy, reward or arrange fake or misleading reviews, or review your own business. We don’t remove a review just because it is negative.
• You keep ownership of what you upload, and give Mendli a licence to host, display, moderate and process it to run and protect the service. Mendli’s name, branding and software belong to Mendli.
• Mendli’s help assistant gives general guidance about using Mendli. It isn’t legal, financial or trade advice — ask a person through Help & Support if you need one.

10. How search results are ordered

Find a Worker shows workers who match the trade and area searched, in the order the customer chooses: highest rated, most reviews, most completed jobs or name. Workers who have bought a Boost for that trade and area appear first and are always labelled “Boosted”; if several match, they take turns. Paid adverts are labelled “Advert”. Payment never changes which jobs workers see, the order of workers interested in a job, or reviews.

11. Notifications and emails

• We send service notifications and emails about your account and jobs — for example new messages and quotes, a job marked finished, disputes, and decisions about adverts or website requests. These are part of the service.
• We only send marketing emails if you have opted in, and you can opt out at any time in your account.

12. Our responsibility to you

• Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else the law doesn’t allow us to limit, and nothing affects consumers’ legal rights.
• Subject to that: the worker, not Mendli, is responsible for the work they do; Mendli isn’t responsible for events outside its reasonable control or for a user’s own acts or omissions; and for business users (workers), Mendli isn’t liable for loss of profit, business, revenue or opportunity or for indirect loss, and its total liability in any 12 months is limited to the greater of £100 and the fees you paid Mendli in that period.
• We aim to keep Mendli available and secure, but there may be maintenance or faults. We may change features where reasonably necessary and will protect existing records and your rights.

13. Changes, complaints and closing your account

• We may update these terms when the service, the law or our prices change. We give workers at least 15 days’ notice of changes that affect them (30 days for fee changes) and tell customers about important changes. Where a change matters, you may be asked to accept the new version before posting or quoting again.
• Complaints go to Help & Support. We aim to reply within 48 hours (within 4 hours for urgent safety issues, 7am–7pm). Workers can also use our complaint process for business users.
• You can close your account at any time from My Account. Some records are kept where the law requires it, as explained in the Privacy Policy.

14. General and the law

• If part of these terms can’t be enforced, the rest still applies. Not enforcing a term straight away doesn’t waive it. You can’t transfer your account or these terms; Mendli may transfer them to a business that takes over Mendli, which will be bound by them.
• These terms are governed by the law of England and Wales. Consumers can also bring claims in the courts of the part of the UK where they live. Personal information is handled as set out in the Privacy Policy and Cookie & Tracking Policy.