This agreement covers how you use the marketplace as a provider — what you represent about your business, how you treat a quote once it is accepted, your conduct with customers and their data, what the verification states on your profile mean, how Direct Pay works, and what can happen if this agreement is breached. Billing for a paid plan is covered separately in the provider plan terms.
What you state about your business, licences and credentials is what a customer relies on to choose you. Serproz checks what it can and labels the rest honestly — it does not vouch for anything beyond what was actually verified.
A quote a customer accepts assigns you the job on the price and stages you proposed. Changing it needs their agreement through a change order, not a unilateral revision.
At launch, every job is paid directly between you and the customer. Serproz does not collect, hold or release that payment, and cannot mediate a dispute over money it never touched.
Last updated 23 September 2026. Agreement version provider-agreement-2026-09-23-v1. This agreement applies to every provider account on Serproz.
A customer chooses a provider on what their profile says. That only works if it is true.
State what is actually true: Your business name, trading history, licences, registrations and the services you offer must be accurate. Do not claim a licence, registration, insurance or capability you do not hold.
One profile, one business: A profile represents one real business. Running parallel or duplicate accounts to work around a suspension, a rating, or a policy decision is not permitted — the same rule the terms of use state for every account.
Keep it current: If a licence lapses, a registration changes, or your business details change, update your profile. A verification check reflects what Serproz confirmed at the time it was done, not a live feed to the register.
Only four public verification states exist, and each one means exactly what it says — nothing more is implied about quality, insurance or availability.
Licence verified: Serproz confirmed a current occupational licence. Check the stated licence scope for this service.
Business and identity verified: Serproz confirmed the provider's business identity. This is not an occupational licence.
Verification pending: A verification review is in progress.
Listed business - not claimed: This public-directory listing has not been claimed or verified by its owner on Serproz.
Serproz assigns the state your business currently supports evidence for. Asking for, or implying to a customer, a state stronger than the one on your profile is a misrepresentation under this agreement — see quality checks for how a customer is expected to read each one.
A quote is not a starting offer once a customer accepts it — it is the job.
Acceptance assigns the job: When a customer accepts your quote, the job is assigned to you at the price and the stages (milestones) you proposed. You do the work described, in the stages you set out.
Changing scope needs agreement: If the work needs to change after acceptance, propose it as a change order and wait for the customer's approval before treating it as agreed. You may not unilaterally increase the price or change what was scoped.
Revising before acceptance: Before a customer accepts, you may send a revised quote if they decline the first one, or if the job is reopened for it. Once accepted, the assigned quote governs.
Withdrawing from an assigned job: If you can no longer do an assigned job, withdraw through your dashboard so the customer can re-post it rather than leaving it unattended.
Communicate through the marketplace's own messaging while a job is live — it keeps a record both sides can rely on if something is disputed.
A customer's contact details are shared with you once they accept your invitation to quote, for the purpose of that job. Do not harvest them for unrelated marketing, and do not send unsolicited commercial messages to someone you met through the marketplace — the same rule the terms of use place on every account.
Personal information a customer gives you through a job is covered by the privacy policy. Handle it only for the purpose of that job.
A completed job earns the customer the right to leave a review. Do not offer an incentive for a review, and do not submit or solicit a review for your own business or a competitor's — the reviews policy sets this out in full.
See the privacy policy for how personal information is handled, and the reviews policy for what a genuine review requires.
Payments are arranged directly between you and the provider. Serproz does not collect or hold the payment. This is how every job on Serproz is paid for today.
You agree the price and payment directly: You and the customer agree the job price and how it is paid between you. Serproz is not a party to that payment.
Serproz does not hold, protect or release the payment: No money passes through Serproz on a Direct Pay job. There is nothing held in escrow, nothing to be released on approval, and no auto-release timer, whatever the in-platform milestone mechanics described on the payment terms page would do if that step were switched on.
No dispute cover over the payment itself: Because Serproz never holds the money, it cannot mediate, refund or release a Direct Pay payment. If you and a customer disagree about money paid directly, that is between the two of you; Serproz support can help you find the marketplace's dispute or complaints route for anything else about the job.
Job stages still exist: A quote can still be broken into stages for clarity about what is being delivered and when. Confirming a stage under Direct Pay records that it is complete — no payment moves as part of that confirmation.
The full detail, including what would change if the in-platform payment step is ever switched on, is on the payment terms page.
These are the same grounds the terms of use already state for any account, restated here because they are the ones most likely to apply to a provider profile specifically.
Serproz may suspend or close your account, remove your listing, or withdraw access to a feature where this agreement or the terms of use are breached, where your listing or claim is inaccurate, where required by law, or where there is a real risk to another user's safety or money.
Where it is practical and lawful to do so, you will be told the reason.
A verification state can be downgraded or removed if the evidence behind it changes, expires, or fails a later check — this is a change to the state shown, not necessarily a suspension of the account.
If you believe a suspension or removal was wrong, use the complaints route below. Nothing in this agreement excludes a right or remedy that cannot lawfully be excluded, including under the Fair Trading Act 1986.
Raise a suspension or removal you believe was wrong through the complaints page.
What actually happens depends on how the job is paid.
Direct Pay jobs (every job today): Serproz never held the money, so there is no funded amount for Serproz to release, refund or split. Work out a payment disagreement directly with the customer; for anything else about the job — conduct, quality, a review — the complaints and quality-standard pages set out how to raise it.
If the in-platform payment step is ever switched on: A funded milestone would follow the published dispute process — direct resolution first, then platform mediation with an evidence-based decision — set out in full on the disputes page. That process does not apply to a Direct Pay job because there is no held payment for it to decide.
See disputes for the full process description and complaints for anything about Serproz itself rather than a job.
This agreement carries a version string so an acceptance can be read against the text that applied at the time. The current version is provider-agreement-2026-09-23-v1. A material change is notified before it takes effect; continuing to use the marketplace as a provider after that date means you accept the new version.
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