THE SMALL PRINT, IN PLAIN ENGLISH.

Frenzi is operated by FRENZI APPS GLOBAL LTD, a company registered in England & Wales under company number 15550479, with its registered office at Building 18 Gateway 1000, Arlington Business Park, Stevenage, Hertfordshire, SG1 2FP, United Kingdom. In these terms "Frenzi", "we" and "us" mean that company, and "you" means the person using the app.

These terms bring together the Mobile App Terms of Use, the Customer Terms & Conditions and the Rider Terms of Service that apply to the Frenzi app. Driver-partners are additionally bound by the Driver Partner Agreement they accept when they are approved to drive. Where a service has its own terms, those terms prevail for that service.

Frenzi operates a technology marketplace and booking platform that connects you with independent, self-employed service providers, and in some cases with businesses and fleets. Frenzi does not itself provide the underlying transport or delivery, and does not employ the providers: they are independent contractors, responsible for performing the service and for holding the licences, qualifications and insurance the law requires.

Depending on the jurisdiction, the licensing requirements, the service category and the commercial arrangements in place, Frenzi may act as a marketplace provider, a technology provider, a booking intermediary, a payment facilitator, a licensed operator, as principal, or as agent. The capacity in which we act for a particular booking is the one required by law and by the applicable licensing regime.

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  You must be 18 or over to hold an account and make bookings. Some services may set a higher age requirement.

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  The information you give us must be accurate, and you must keep it up to date.

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  Keep your login details and your device secure. You are responsible for everything that happens under your account.

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  You may book for someone else, but you remain responsible for the booking, for payment, and for that person's compliance with these terms.

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  You must keep your device and operating system compatible and up to date. We may require you to update the app, and may withdraw support for older versions.

When you place a booking you are making a request. It is accepted when the platform confirms a provider — or, for goods such as food, when the merchant accepts. At that point a contract is formed for that service, incorporating these terms. The app shows you the key details and the price before you confirm.

Before you confirm, the app shows the total payable, itemising the fare or item price, any delivery or service charge, any applicable taxes, tolls or surcharges, and the Frenzi platform fee. No hidden or variable percentage charges are added after you confirm — only changes you cause, such as additional stops, waiting time, or cleaning and damage charges.

Payments are processed by Stripe. By making a payment you authorise us and our payment processor to charge your chosen payment method for the amounts shown. We do not store your full card details. We may place a temporary authorisation hold on your payment method to check that funds are available before a service; the final amount charged reflects the completed service, and holds are released in line with your payment provider's processes.

You may add an optional gratuity, which is passed to the provider in full and is never reduced by the platform fee. You receive an itemised receipt in the app for every completed booking.

Our pricing technology may take into account market conditions, the service category, operational costs, fleet settings, supply and demand, promotions and incentives, commercial agreements, regulatory requirements, location, time of day and the characteristics of the journey or job. Where we refer to a published local authority tariff we do so only as one reference point among many; it is not a mandatory pricing framework, and providers are not required to charge at tariff rates.

We may apply a different platform fee to different categories of booking, including a higher fee on a limited proportion of longer-distance or higher-value bookings. The fee that applies is always shown before the booking is accepted. We may also introduce, modify, remove or replace any pricing model, fee or charge, giving not less than 14 days' notice of a change to a recurring charge (30 days for a recurring paid subscription, with a right to cancel before the change takes effect). Any change applies only to bookings made after it takes effect and never changes the price of a booking you have already confirmed.

If a payment fails, is reversed, or is charged back without good reason, we may suspend your account, decline to provide further services, and take steps to recover what is owed. Promotional codes, vouchers and Frenzi credit have no cash value, are non-transferable unless stated, and may expire or be withdrawn — in particular if obtained or used improperly.

If you use Frenzi to provide services, you do so as an independent contractor in business on your own account. You are not an employee, worker, agent or partner of Frenzi. You decide whether, when and for how long to go online, you are under no obligation to accept any particular request, and you are free to work for other platforms — including while logged in to Frenzi. We do not set shifts, require a uniform, or guarantee earnings.

You must hold and maintain the right to work in the United Kingdom, together with every licence, vehicle document and insurance your licensing authority requires, and provide evidence of them whenever we reasonably ask. Your ability to accept work depends on continuing to meet those eligibility requirements.

For each completed service you earn the fare or delivery charge plus one hundred per cent of any gratuity, less only the platform fee and any authorised deductions. The platform fee for a job is disclosed before you accept it. Earnings are settled to your nominated UK bank account and are paid gross: income tax, National Insurance and, where applicable, VAT are your responsibility, and we may be required to report your earnings to HM Revenue & Customs.

We may adjust, withhold, set off or recover amounts from your earnings for refunds properly due to a customer or merchant, chargebacks and reversed or fraudulent payments, overpayments and corrections, and sums you owe us. We will explain any adjustment, and you can query it through support and, if it stays unresolved, through the complaints process.

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  You can cancel a ride in the app at any time before it begins. No fee applies if you cancel before a driver is assigned, or within the short grace period after assignment shown in the app.

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  After that grace period — or if you are not at the pick-up point within a reasonable waiting time — a cancellation fee may apply to reflect the driver's time and travel. The app shows any fee before it is charged.

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  A food order can be cancelled for a full refund before the merchant accepts it or begins preparing it. Once preparation has started you may not be entitled to a refund, because the food is being made specifically for you.

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  A courier booking can be cancelled before the item is collected, subject to a fee if a driver has already travelled to the collection point. After collection, cancellation may not be possible.

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  Refunds are made to your original payment method, normally within 3 to 5 working days; how quickly the funds appear depends on your payment provider.

We may ask for reasonable evidence, such as photographs, to assess a refund claim, and we may decline claims we reasonably believe to be fraudulent or abusive. Beyond your statutory rights we may offer a refund, account credit, a voucher or a goodwill gesture where we consider it appropriate; the form of any such discretionary remedy is at our discretion.

Certain services are exempt from the statutory 14-day cancellation right under the Consumer Contracts Regulations 2013, including transport provided on a specified date and goods that are perishable or made to your specification. Where the right does apply, we honour it.

You must use the platform lawfully, safely and respectfully towards providers and everyone else, and must not use any service for an unlawful purpose. During a journey you must wear a seatbelt and make sure any child is carried lawfully; you must not smoke, vape, or unlawfully consume alcohol or drugs in the vehicle; and you must not damage or soil the vehicle. If you do, you may be charged a reasonable cleaning or repair cost, supported by evidence, to your payment method.

We operate a zero-tolerance approach to violence, sexual misconduct, discrimination, driving under the influence and any other conduct that endangers safety, whether by a provider or a customer. Such conduct normally results in immediate removal from the platform and may be reported to the authorities. We may suspend an account while we investigate a safety report.

If you ever feel unsafe, contact your driver, use the in-app safety features, or call the emergency services on 999. If you leave property in a vehicle, report it in the app as soon as you can: we will help connect you with the driver to arrange its return, but we cannot guarantee that lost property is recovered, and a reasonable return fee may apply.

We grant you a personal, non-exclusive, non-transferable, revocable licence to use the app on devices you own or control, solely for your own lawful use of Frenzi, in accordance with these terms and the rules of the app store you downloaded it from.

You must not:

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  copy, modify, reverse-engineer, decompile or disassemble the app, except to the extent the law permits;

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  rent, lease, sub-licence, distribute or otherwise make the app available to any third party;

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  circumvent or interfere with any security, access-control or technical feature of the app;

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  use the app other than for its intended purpose, or in any unlawful, fraudulent or harmful way; or

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  introduce malware, or attempt to gain unauthorised access to our systems.

The app may ask for permissions on your device — location, camera, photos, contacts and notifications — in order to provide its features, for example live location during a booking. You can manage these in your device settings, although turning some off will affect how the app works. How we use the data is described in our Privacy Policy.

The app, and all intellectual property rights in it and its content, are owned by or licensed to us; apart from the limited licence above, no rights are granted to you. The Frenzi name and logo are our trade marks and may not be used without permission. Where you downloaded the app from the Apple App Store, these terms are between you and us, not Apple: Apple has no obligation to provide support or maintenance for the app, and Apple and its subsidiaries are third-party beneficiaries of these terms. Equivalent acknowledgements apply to other app stores.

We provide the app on an "as available" basis. We may update, change, suspend or withdraw the app or any feature for business or operational reasons, and may issue updates and patches — some of which may be required for security or legal reasons.

We may also add, change, suspend or remove any service or service category; change the features, functionality and technology of the platform, including the automated systems it uses; change our payment providers and settlement arrangements; and change our verification, eligibility and onboarding requirements. Where a change materially and detrimentally affects an active user, we will give reasonable notice. No such change entitles you to compensation, except in respect of rights that have already accrued.

Nothing in these terms excludes or limits our liability where it would be unlawful to do so — including liability for death or personal injury caused by our negligence or that of our employees, agents or subcontractors, for fraud or fraudulent misrepresentation, or for breach of your rights under the Consumer Rights Act 2015.

Subject to that, we are responsible for foreseeable loss and damage caused by our breach or by our failure to use reasonable care and skill. We are not responsible for loss that is not foreseeable, for problems caused by your device, network or third-party software, or for failures caused by events outside our reasonable control, such as telecommunications failures, severe weather and accidents. Where we act as principal for the transport, our total liability for a single journey — other than for matters that cannot be limited by law — is limited to the greater of £100 and the price of that journey.

We supply the services for domestic and private use. If you use them for any commercial, business or resale purpose, we have no liability to you for loss of profit, loss of business, business interruption or loss of business opportunity.

We may suspend or close your account if you breach these terms, or where it is necessary for safety, legal or fraud-prevention reasons. You may close your account, stop using the app and delete it at any time. Closure does not affect bookings already in progress, sums already due, or any rights and liabilities that have already accrued.

If something goes wrong, raise it in the app or email support@frenziapp.com. We aim to acknowledge a complaint within 2 working days and to send a written response within 10 working days wherever possible; complex matters may take up to 8 weeks, and we will tell you if we need longer and when to expect a full response. If you are unhappy with our response you can ask for it to be reviewed by a senior manager.

We may update these terms on reasonable notice; the terms that apply to a booking are the ones in force when you make it. These terms are governed by the law of England & Wales, whose courts have non-exclusive jurisdiction. If you live in Scotland or Northern Ireland you may also bring proceedings in your home jurisdiction.