Customer terms & conditions

SortedHQ is a technology platform that connects Customers with independent service Partners across Cleaning, Beauty, Gardening, and Handyman. By creating a SortedHQ Customer account, you agree to these terms.

Key Principles

No surge, no surprise. The total you see at confirmation is the Locked price for your Booking. You never pay more than the amount held at confirmation.
Independent Partners. The Partners listed on the platform are independent businesses. They are not employees or agents of SortedHQ.
Your statutory rights stand. Nothing in these terms removes the rights the law gives you as a consumer in Ireland.
We're a platform, not the service provider. SortedHQ connects you with a Partner and handles payment; the Partner performs the work.

About Us and These Terms

SortedHQ is an umbrella brand offering four live services today: Cleaning, Beauty, Gardening, and Handyman. The platform currently operates in select areas of the Republic of Ireland and is rolling out further. The areas we serve are listed on our Service Area page.

These terms are issued by the operator of SortedHQ, a business based in the Republic of Ireland. Our full company registration details — registered company name, Companies Registration Office (CRO) number, and registered address — are being finalised and will be published here before our public launch. You can contact us any time at support@sortedhq.ie.

These terms form a binding agreement between you and SortedHQ for your use of the platform. They do not govern the service the Partner performs for you — that is a separate contract between you and your Partner, though your statutory consumer rights apply to it.

Definitions

Booking means a request you place through the platform for a service to be performed at a scheduled time.

Partner means an independent business or sole trader who offers services through the platform.

Customer means you — the account holder who places Bookings.

County means the Republic-of-Ireland county in which the service is performed.

Locked price means the total shown to you at confirmation, which does not change for that Booking once you confirm.

Payment hold means the authorisation we place on your card at confirmation, before any charge is taken.

Charges means the amounts payable by you for a Booking, made up of the Partner's take-home rate and the SortedHQ service fee.

Terms

1. Overview

This section sets out the numbered terms that govern your use of the SortedHQ platform.
Where a term overlaps with a right the law gives you as a consumer, the law prevails to the extent of any conflict.
Questions about any term can be sent to support@sortedhq.ie.

2. Eligibility and your account

You must be at least 18 years old to hold a SortedHQ Customer account.
You may hold only one account, and you are responsible for keeping your sign-in details secure.
We use email one-time codes (OTP) to verify and sign you in — there is no password to remember. Keep access to your email address current so you can sign in and recover your account.
New accounts are reviewed before they can place a Booking. Until your account is approved, you can sign in and complete your profile, but you cannot confirm a Booking.
You agree to keep your profile accurate — your County, address, and Eircode determine where we can offer you a service.

3. Booking and pricing

Each Partner sets their own take-home rate. SortedHQ adds a service fee, and the total of the two is the price you see at confirmation. The total you'll pay is shown to you upfront before you confirm — once you confirm, it's the Locked price for that Booking.

When you confirm a Booking, we place a Payment hold on your card for the highest possible price across the Partners eligible for your Booking. This is the maximum you can be charged. We display the price range and the held amount to you before you confirm.

When a Partner accepts the Booking, we charge your card the accepting Partner's actual price. The difference between the hold and the actual charge is released back to your bank by your card provider, usually within a few working days.

You'll never pay more than the held amount shown at confirmation. No surge, no surprise.

Your Locked price never changes after you confirm. The breakdown of how that total is divided between your Partner's take-home and SortedHQ's service fee is shown on the Booking detail after a Partner accepts; the total you pay is always exactly the amount shown to you at confirmation.

SortedHQ acts as the Partner's collection agent for the price the Partner charges you. We keep a service fee from the amount you pay and pass the remainder to the Partner. The SortedHQ service fee is included in the price you see at confirmation — you are not charged it separately.

Card payments are processed by a regulated third-party payment provider. SortedHQ does not hold customer funds, operate a wallet, or keep an escrow balance — we collect the price as the Partner's collection agent and pass the Partner's share on to them.

SortedHQ acting as the Partner's payment-collection agent is distinct from, and does not make the Partner, SortedHQ's agent. Partners remain independent businesses and are not employees or agents of SortedHQ.

Worked example. You open a Cleaning Booking and the eligible-Partner pool runs from €52 to €60. We display the price range and hold €60 on your card — the highest possible price across the pool. Partner B accepts at €52. We charge your card €52 and your card provider releases the remaining €8 difference back to your bank, usually within a few working days. You paid €52 — the actual price the accepting Partner set — never more than the €60 held at confirmation.

4. If your Partner does not show up

If a Partner has accepted your Booking but has not started the work by 30 minutes after the scheduled time, SortedHQ will step in.

SortedHQ will resolve the Booking within 30 minutes of that point — either by completing the Booking on the Partner's behalf where SortedHQ has confirmed that the work has actually been performed (for example, the Partner attended and forgot to mark the Booking complete), or by cancelling the Booking and refunding the full amount captured from your card.
If you do not want to wait for SortedHQ to act, you can email support@sortedhq.ie and ask us to cancel and refund the Booking right away. Where SortedHQ has not yet captured a charge against your card, the Payment hold is released to your bank instead of a refund being issued, with the same effect on your available balance.
SortedHQ will only "complete on behalf" of a Partner where SortedHQ has confirmed that the work was actually performed. If SortedHQ cannot confirm that, SortedHQ will cancel the Booking and refund you in full instead. SortedHQ will not charge you for a service that was not delivered.
This section is about a Partner who has accepted your Booking and then failed to start it on time. It is separate from the price-and-hold mechanics in clause 3, and does not affect your right to cancel the Booking yourself by emailing support@sortedhq.ie.

5. Cancelling a Booking

You can cancel a Booking from your account at any time. What happens next depends on when you cancel.

Before a Partner has claimed. Free. Cancel directly in the app and the held amount is released to your card in full.

After a Partner has claimed, more than 12 hours before the scheduled time. Free. We refund the full amount we charged your card.

After a Partner has claimed, within 12 hours of the scheduled time. A €10 Customer Cancellation Fee applies. We refund the rest to your card and pay the €10 to your Partner as compensation for the lost time slot.

The 12-hour threshold and the €10 fee are flat — they don't change with the Booking price, the service, or the County.

The €10 Customer Cancellation Fee is not applied where: (i) you exercise your 14-day right to cancel under clause 6; (ii) the cancellation is caused by your Partner's failure or breach; (iii) the service has been materially misrepresented; or (iv) you cancel because you object to a substitute Partner notified to you under clause 7. In all other respects this does not affect your statutory rights under the Consumer Rights Act 2022 or the Sale of Goods and Supply of Services Act 1980 (as amended).

Worked example (outside 12 hours). You book a Cleaning Booking for Saturday at 10:00 and a Partner accepts. On Friday at 18:00 — 16 hours before the scheduled time — you decide you can't be there and cancel from your account. The cancellation is free. We refund the full amount we charged your card.

Worked example (inside 12 hours). You book a Cleaning Booking for Saturday at 10:00 at a price of €60 and a Partner accepts. On Saturday at 06:00 — four hours before the scheduled time — you cancel from your account. A €10 Customer Cancellation Fee applies. We refund €50 to your card and pay the €10 to your Partner as compensation for the lost time slot.

6. Your 14-day right to cancel

Under the Consumer Rights Act 2022 (transposing Directive 2011/83/EU) you have 14 days from the time you book to cancel without giving a reason and receive a full refund.

When you book a service for a date that falls inside this 14-day window, you are asking us to begin performance — that is, for your Partner to provide the service — before the 14-day period ends. Where you do so:

if the service is fully performed before day 14, you lose the right of withdrawal;
if you cancel before the service is fully performed, you must pay a proportionate amount for what has been delivered up to the point of cancellation.

To exercise this right, contact us at support@sortedhq.ie quoting your Booking reference. We will refund the price you paid (less any proportionate amount due for service already performed) to the same payment method, without undue delay and in any event within 14 days.

7. Partner substitution

After a Partner has claimed your Booking but before the job starts, that Partner may hand off the Booking to another SortedHQ Partner. This is the Partner's own right of substitution — they exercise it, SortedHQ does not direct it. We'll notify you by email naming the substitute Partner. The price is unchanged. No approval is required from you for the substitution itself.

Your Partner may exercise this right up to two hours before the scheduled time; inside the final two hours the substitution channel is closed.

If you'd rather not proceed with a different Partner, you can cancel under the rules in clause 5 — which means cancellation is free if you cancel more than 12 hours before the scheduled time.

Worked example. You book a Cleaning Booking for Saturday at 10:00 and Partner A accepts on Thursday. On Friday at 22:00 Partner A initiates a substitution from their dashboard. SortedHQ re-broadcasts the Booking to other eligible Partners in your Town. Within the hour Partner B accepts the substitution at the same price. We email you naming Partner B as the substitute Partner. You choose to proceed — the Booking goes ahead on Saturday at 10:00 with Partner B, at the same price, no fee to you.

8. If your Partner cancels — Compensation Voucher

If your Partner cancels within 12 hours of the scheduled time, or no substitute Partner is found in time, we cancel the Booking, refund your card in full, and issue you a single-use €10 Compensation Voucher redeemable on any future SortedHQ Booking.

The voucher mechanics:

Face value: €10 (fixed).
Expiry: 30 days from issue.
Use: single-use, one voucher per Booking, no cash alternative.

This credit is a goodwill compensation gesture, not a gift voucher within the meaning of the Consumer Protection (Gift Vouchers) Act 2019 — it is funded by your Partner under the symmetric cancellation policy and is not purchased by you. It sits on top of your statutory right to a refund under the Consumer Rights Act 2022.

Worked example. You book a Beauty Booking for Sunday at 14:00 at a price of €45 and a Partner accepts on Saturday. On Sunday at 10:00 — four hours before the scheduled time — the Partner cancels. We cancel the Booking, refund €45 to your card in full, and email you a single-use €10 Compensation Voucher that expires 30 days from issue. You can redeem it once on a future SortedHQ Booking.

9. Acceptable use

Use the platform only to place genuine Bookings for services you intend to receive.
Do not misuse the platform — no fraudulent Bookings, no harassment of Partners, no attempt to circumvent the platform's payment or safety features.
Do not use the platform to break any law, infringe anyone's rights, or interfere with the platform's operation or security.
Treat your Partner professionally and provide a safe working environment.

10. Your access duties and your property

Partners are professionals operating their own businesses and follow their own professional standards, training, and equipment practices.
You agree to provide safe access to the location where the service will be performed (for example, keys, codes, parking, lighting).
You agree to provide an accurate description of the work required so the Partner can come prepared and quote correctly.

11. Licence to use the platform

SortedHQ grants you a personal, non-exclusive, non-transferable, revocable licence to use the platform to place and manage Bookings, subject to these terms. We may suspend or withdraw this licence where you breach these terms — see clause 17.

12. Intellectual property

The SortedHQ name, logo, platform, and content are owned by SortedHQ or its licensors and are protected by intellectual-property law. Nothing in these terms transfers any of those rights to you. You may not copy, modify, distribute, or create derivative works from the platform except as the law expressly permits.

13. Data and communications

Your email and phone number are used for transactional, Booking-related communications: confirmations, Partner-assigned notifications, Booking status updates (including notifications when we are still searching for a Partner for your Booking), substitution notifications, cancellations, and Compensation Voucher delivery. These messages are sent because they are necessary to perform our contract with you for a live Booking, and they are not marketing.
The same contact details are used for account recovery if you lose access.
Marketing messages — including any future SMS marketing — are different. We will send you marketing only where you have given your prior opt-in consent, and every marketing message will include an easy way to opt out.
SortedHQ admin controls which communication channels are active at any given time. Where we add a new communication channel (for example, SMS) we will let you know before we use it and, where required, will obtain your express consent to that channel before sending you anything on it.
How we collect, use, and protect your personal data is set out in our privacy policy, which forms part of your relationship with us.

14. Your liability and indemnity

You are responsible for your own use of the platform. You agree to indemnify SortedHQ against any loss, claim, or cost arising from your breach of these terms, your misuse of the platform, or your infringement of anyone else's rights — except to the extent the loss is caused by SortedHQ's own breach or negligence, and subject to clause 16.1 and the consumer-rights saving in clause 18.

15. Disclaimer

The platform is provided "as is" and "as available". SortedHQ does not warrant that the platform will be uninterrupted or error-free, or that a Partner will be available for every Booking. The service the Partner performs is the Partner's responsibility, performed to the Partner's own professional standards. Nothing in this clause limits any liability that cannot be excluded by law.

16. Limitation of liability

SortedHQ is a technology company that connects independent Partners with Customers. This clause sets out who is responsible for what, and the limits on SortedHQ's own liability. It does not, and cannot, exclude your statutory rights or the liabilities the law says cannot be excluded.

16.1 Nothing in this clause excludes or limits any liability that cannot be excluded or limited by law. This includes liability for death or personal injury caused by negligence, liability for fraud or fraudulent misrepresentation, and your statutory consumer rights. The rest of this clause is read subject to this paragraph.

16.2 The Partner is solely responsible for the performance and quality of the Service itself. Where you have a claim about how a Service was performed — its quality, the Partner's acts, omissions, or conduct, or loss or damage to your property arising from the work — that claim lies against the Partner who performed the Service, and the Partner's own insurance. SortedHQ will assist with Partner contact details and incident logging on request.

16.3 SortedHQ remains responsible for the platform and intermediary services it actually provides — operating the platform, handling payment, running its vetting and approval processes, and triaging Partner no-shows under clause 4 — and for anything that cannot be excluded or limited by law under clause 16.1.

16.4 Subject to clause 16.1, SortedHQ is not liable for indirect or consequential loss, or for loss that was not reasonably foreseeable at the time you placed your Booking.

16.5 Subject to clause 16.1, SortedHQ's total liability to you for the platform and intermediary services it provides is limited to the greater of the Charges paid for the relevant Booking and €500. This cap applies only to SortedHQ's own platform-service liability. It does not cap, and is not intended to cap, your recovery for personal injury or property damage caused by a Partner — that recovery lies against the Partner and the Partner's insurance and is not limited by this clause.

17. Suspension and termination

You may close your account at any time by contacting support@sortedhq.ie. Closing your account does not cancel a Booking already in progress.
SortedHQ may suspend or terminate your account where you breach these terms, misuse the platform, or where suspension is necessary to protect Partners, other Customers, or the platform.
Where we suspend or terminate your account, we'll tell you the reason unless the law prevents us. Any Booking already confirmed is settled under the cancellation and refund rules in clauses 4 to 8.

18. Your statutory rights

Nothing in these terms affects or removes the rights the law gives you as a consumer in the Republic of Ireland, including under the Consumer Rights Act 2022 and the Sale of Goods and Supply of Services Act 1980 (as amended). Where any term conflicts with those rights, your statutory rights prevail.

19. Changes to these terms

SortedHQ may update these terms from time to time. We will give you advance notice of changes.
For material changes, we will ask you to affirmatively re-accept the revised terms before you can place your next Booking — the platform gates your next Booking on that re-acceptance. We will not treat your continued use of the platform as acceptance of a material change.
Minor or non-material changes take effect on notice to you.
Questions about these terms can be sent to support@sortedhq.ie.

20. General

If any term is found to be invalid or unenforceable, the rest of these terms remain in force.
A delay by SortedHQ in enforcing a term is not a waiver of its right to enforce it later.
You may not transfer your rights or obligations under these terms to anyone else without our consent.

21. Complaints

If you are not satisfied with a Booking, contact us first at support@sortedhq.ie. We aim to acknowledge complaints within two working days and resolve them within ten working days.

If we cannot resolve your complaint, you may contact the Competition and Consumer Protection Commission (CCPC) at ccpc.ie or by phone on 01 402 5500.

22. Governing law

These terms are governed by the law of the Republic of Ireland, and the courts of the Republic of Ireland have jurisdiction over any dispute. This does not deprive you of any protection given to you by the mandatory consumer-protection law of the country where you live.