Terms & Conditions

"Booking" means any booking for Professional Services made through the Platform.

"Platform" means the Pluto website, mobile application, and any associated digital services operated by Pluto.

"Professional Services" means services available through the Platform, including but not limited to:

• Online tutoring;
• Online yoga and wellness sessions;
• Professional home cleaning services;
• Any additional services introduced by Pluto from time to time.

"Professional" means an independent tutor, wellness professional, cleaner, or any other service provider offering Professional Services through the Platform. Professionals operate independently and are not employees of Pluto.

"Pluto", "Company", "we", "us", or "our" means Pluto.

"Platform" means the Pluto website located at www.pluto.homes.

"You", "Customer", or "User" means any individual accessing or using the Platform.

1.1 Access

You are granted access to the Platform in accordance with these Terms. Any booking made through the Platform must comply with these Terms and any applicable policies published by Pluto.

1.2 Registration

1.2.1 By creating an account or making a Booking through the Platform, you represent and warrant that:

• (a) all information provided by you is true, accurate, current and complete;
• (b) you will promptly update your account information if any details change;
• (c) you are at least 18 years of age or otherwise legally entitled to enter into a binding agreement under the laws of England and Wales.

1.2.2 You agree not to:

• impersonate another person or organisation;
• create an account using false or misleading information;
• use another person's account without their permission; or
• create multiple accounts for fraudulent or abusive purposes.

You are solely responsible for maintaining the confidentiality of your login credentials and for all activities carried out through your account.

1.3 Our Rights

Pluto reserves the right to:

• (a) modify, suspend or discontinue the Platform or any part of it, temporarily or permanently, with or without prior notice;
• (b) update or amend these Terms from time to time to reflect changes in our business, services or applicable laws.

Where changes materially affect your rights, we will provide reasonable notice where required by applicable law. Continued use of the Platform after such changes take effect constitutes your acceptance of the revised Terms.

1.4 Use of the Platform

You agree to use the Platform only for lawful purposes and in accordance with these Terms.

You must not:

• use the Platform in any manner that breaches any applicable law or regulation in the United Kingdom or any other applicable jurisdiction;
• use the Platform for any fraudulent, unlawful or harmful activity;
• interfere with or disrupt the operation, security or functionality of the Platform;
• attempt to gain unauthorised access to any part of the Platform, its servers, databases or networks;
• upload or transmit viruses, malicious software or any harmful code;
• use automated software, bots or scripts to access or interact with the Platform without Pluto's prior written consent;
• misuse, copy, reproduce or exploit any part of the Platform for commercial purposes without our prior written permission.

You further agree to treat Professionals with courtesy and respect and not engage in abusive, discriminatory, threatening or inappropriate behaviour while using the Platform or receiving Professional Services.

Failure to comply with these Terms may result in suspension or termination of your account and/or legal action where appropriate.

2.1 Pluto operates as a technology platform that connects Customers with independent Professionals who provide Professional Services through the Platform. Professionals may operate as self-employed individuals or through their own business entities.

Professionals are not employees, workers, agents or representatives of Pluto. Pluto's role is limited to providing access to the Platform, facilitating bookings, and processing payments where applicable. Pluto does not itself provide the Professional Services unless expressly stated otherwise.

2.2 When you make a Booking through the Platform, you enter into a separate contract directly with the Professional providing the relevant Professional Service.

The Professional is solely responsible for delivering the booked service, including its quality, performance, timing and compliance with applicable laws and professional standards.

Pluto is not a party to the contract between you and the Professional and shall not be responsible for the performance of Professional Services.

Any taxes, duties, liabilities or obligations arising from the provision of Professional Services shall remain the sole responsibility of the relevant Professional where applicable.

2.3 Pluto undertakes reasonable onboarding procedures for Professionals, which may include identity verification, qualification checks, reference checks and background screening where appropriate.

Some verification processes may rely upon information provided by third-party verification providers or public records. Accordingly, Pluto cannot guarantee the completeness or accuracy of any information obtained during such verification processes.

2.4 You acknowledge that Professional Services are provided by independent Professionals and are booked at your own discretion.

For offline services, including professional cleaning, you agree to:

• provide a safe and secure working environment;
• provide reasonable access to the premises;
• ensure adequate lighting and safe working conditions;
• secure or remove valuable, fragile or confidential items before the service begins; and
• provide any necessary instructions relevant to the booked service.

For online services, including tutoring and wellness sessions, you are responsible for ensuring that you have a suitable internet connection, compatible device, and an appropriate environment for participation.

Pluto shall not be responsible for any loss or damage to personal belongings, property or equipment arising from the Professional Services except where required by applicable law.

2.5 If a dispute arises between a Customer and a Professional regarding Professional Services booked through the Platform, Pluto may, at its sole discretion, assist the parties in attempting to resolve the matter.

Where mediation assistance is requested, the Customer must notify Pluto in writing and provide all relevant information and supporting evidence within 48 hours of completion of the relevant Professional Service.

Any assistance provided by Pluto is entirely voluntary and does not constitute legal advice, arbitration or a binding dispute resolution process. Pluto makes no representation that any dispute will be resolved and accepts no liability arising from its involvement in such discussions.

2.6 To the fullest extent permitted by applicable law, Pluto shall not be liable for any direct or indirect loss or damage arising out of or in connection with Professional Services provided by independent Professionals, including but not limited to:

• the quality or outcome of Professional Services;
• property damage occurring during offline services;
• damage resulting from cleaning equipment, products or materials used by a Professional;
• interruption or technical issues affecting online tutoring or wellness sessions caused by internet connectivity or third-party service providers;
• inaccurate or incomplete information provided by the Customer;
• pre-existing defects or damage at the service location; or
• any loss or damage that could not reasonably have been foreseen by Pluto.

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded under the laws of England and Wales.

3.1 By making a Booking through the Platform, you represent and warrant that you:

• are at least 18 years of age;
• have the legal capacity to enter into a binding contract; and
• are authorised to make the Booking and any associated payment.

3.2 All Bookings are subject to acceptance and availability.

A Booking shall be deemed confirmed only when Pluto issues a booking confirmation through the Platform, email or other authorised communication ("Booking Confirmation").

Upon issuance of the Booking Confirmation:

• a contract is formed between you and Pluto for the use of the Platform; and
• a separate contract is formed between you and the relevant Professional for the provision of the Professional Service.

3.3 To protect the integrity of the Platform and the Professionals who use it, you agree not to knowingly circumvent Pluto by directly engaging or paying a Professional whom you first connected with through the Platform outside Pluto for the same or substantially similar Professional Services, unless otherwise agreed in writing by Pluto.

4.1 The price for any Professional Service shall be displayed on the Platform at the time of booking. All prices are quoted in Pounds Sterling (£) and, where applicable, include VAT or any other taxes required under applicable law.

4.2 Prices may change from time to time to reflect demand, service availability, location, duration, or other operational factors. Any changes in pricing shall not affect a Booking that has already been confirmed by Pluto.

4.3 Pluto uses secure third-party payment providers to process payments. While we take reasonable measures to ensure that all payment transactions are secure, Pluto shall not be liable for any unauthorised or fraudulent use of your payment method, except where such liability arises from our negligence or where required under applicable law.

4.4 You are responsible for maintaining a valid and up-to-date payment method linked to your account. If your payment details change or become invalid, you must promptly update them through the Platform.

4.5 By making a Booking, you authorise Pluto to:

• verify and pre-authorise your selected payment method where necessary;
• charge the applicable booking fee at the time of booking or at such other time as communicated during the booking process; and
• collect any additional charges arising in accordance with these Terms, including cancellation charges or additional service fees, where applicable.

4.6 If any payment due remains unpaid, Pluto reserves the right to:

• suspend or restrict access to the Platform;
• cancel any future Bookings;
• recover any outstanding amounts together with any reasonable administrative or recovery costs permitted by law; and
• charge interest on overdue amounts where permitted under applicable law.

4.7 From time to time, Pluto may offer promotional codes, discount vouchers, gift cards, service credits or other promotional offers.

Unless otherwise stated:

• promotional offers are non-transferable;
• only one promotional offer may be redeemed per Booking;
• promotional offers cannot be exchanged for cash;
• promotional offers may be subject to expiry dates, minimum booking values or service-specific conditions; and
• Pluto reserves the right to withdraw or amend any promotional offer at any time in accordance with applicable law.

4.8 Pluto may operate a referral programme allowing eligible Customers to invite new users to the Platform.

Referral rewards shall only be available where:

• the referred user is a genuine new customer;
• the referral is made for personal, non-commercial purposes;
• all programme requirements are satisfied; and
• no fraudulent, misleading or abusive activity has occurred.

Pluto reserves the right to modify, suspend or terminate the referral programme or refuse referral rewards where misuse is suspected.

4.9 Pluto may, at its sole discretion, offer discounts, promotional pricing or other incentives to existing or prospective Customers.

Such promotions are offered solely by Pluto and may be subject to separate terms and conditions. Unless expressly stated otherwise, promotional discounts do not affect the amount payable to the Professional for the Professional Services provided.

5.1 Pluto reserves the right to suspend or terminate your access to the Platform, or cancel any Booking, where you breach these Terms or where such action is reasonably necessary for safety, security, fraud prevention, legal compliance or operational reasons.

5.2 Pluto may cancel or reschedule a Booking where:

• a Professional becomes unavailable;
• the requested service cannot reasonably be performed;
• incorrect or incomplete booking information has been provided;
• there are health, safety or security concerns; or
• circumstances beyond Pluto's or the Professional's reasonable control prevent the Professional Service from being delivered.

Where Pluto cancels a Booking through no fault of the Customer, the Customer shall be entitled to a full refund.

6.1 Customers may cancel or reschedule a Booking in accordance with Pluto's Cancellation & Refund Policy, available on the Platform. Refund eligibility and any applicable cancellation charges shall be determined in accordance with that policy.

6.2 Where a Customer cancels outside the permitted cancellation period, fails to attend an online session, is unavailable at the scheduled service time, or prevents the Professional from commencing the booked Professional Service, cancellation charges may apply in accordance with the Cancellation & Refund Policy.

6.3 Nothing in these Terms affects any statutory rights available to consumers under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other applicable laws of England and Wales.

Where a Customer requests that a Professional Service begin during the statutory cancellation period, the Customer expressly acknowledges that their statutory cancellation rights may be reduced or lost to the extent permitted by applicable law once the Professional Service has commenced or been fully performed.

7.1 Professionals are responsible for maintaining any licences, qualifications and insurance required by applicable law or which are appropriate for the Professional Services they provide.

7.2 Customers are responsible for maintaining appropriate home, contents or other insurance they consider necessary in relation to any offline Professional Services booked through the Platform.

7.3 Except where required by applicable law, Pluto does not provide insurance covering loss, damage or claims arising from Professional Services performed by independent Professionals. Customers are encouraged to satisfy themselves that appropriate insurance arrangements are in place before receiving any offline Professional Services.

The Platform may contain links to third-party websites, applications, or services that are provided solely for your convenience or to facilitate the provision of Professional Services.

Pluto does not own, control, endorse or assume responsibility for any third-party websites, applications, content, products or services. Accessing such third-party websites or services is entirely at your own risk and will be subject to the terms and privacy policies of the relevant third party.

Pluto shall not be liable for any loss or damage arising from your use of or reliance upon any third-party website, application, content or service.

Pluto is committed to protecting your personal information and processing it in accordance with applicable data protection laws, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

By using the Platform, you acknowledge that you have read and understood Pluto's Privacy Policy, which explains how we collect, use, store and share your personal information.

You warrant that all information provided to Pluto is accurate, complete and up to date, and you agree to promptly update your account details if any information changes.

10.1 Nothing in these Terms excludes or limits Pluto's liability for:

• death or personal injury caused by our negligence;
• fraud or fraudulent misrepresentation;
• any liability that cannot lawfully be excluded or limited under the laws of England and Wales.

10.2 To the fullest extent permitted by law, Pluto's total liability arising out of or in connection with your use of the Platform or these Terms shall not exceed the total amount paid by you to Pluto for the relevant Booking giving rise to the claim.

10.3 Pluto shall not be liable for any indirect, incidental, special, exemplary or consequential loss or damage, including but not limited to:

• loss of profits;
• loss of business opportunities;
• loss of revenue;
• loss of anticipated savings;
• loss of goodwill;
• loss of data;
• business interruption; or
• any other indirect financial loss,

whether arising in contract, negligence or otherwise.

10.4 Pluto takes reasonable measures to maintain the security of the Platform and payment systems. However, except where caused by Pluto's negligence or breach of applicable law, Pluto shall not be liable for any loss arising from unauthorised access to your account or payment information by third parties.

10.5 Indemnity

You agree to indemnify and hold harmless Pluto, its directors, officers, employees, affiliates and agents against any claims, losses, liabilities, damages, costs and expenses (including reasonable legal fees) arising out of or in connection with:

• (a) your use of the Platform;
• (b) your breach of these Terms;
• (c) your violation of any applicable law or the rights of any third party;
• (d) any dispute between you and a Professional; or
• (e) any inaccurate, misleading or unlawful information provided by you.

This indemnity shall survive the termination of these Terms.

10.6 Professional Services available through the Platform are provided by independent Professionals and not by Pluto.

Except where required by applicable law, Pluto shall not be responsible for:

• the quality, suitability or outcome of Professional Services;
• any act or omission of a Professional;
• property damage arising during offline services;
• interruptions to online tutoring or wellness sessions caused by internet connectivity or third-party platforms;
• any loss arising from inaccurate information provided by a Customer; or
• any loss or damage that could not reasonably have been foreseen.

Where Pluto, at its sole discretion, offers compensation, refunds, service credits or any other goodwill gesture, such remedy shall not constitute an admission of liability and shall be provided solely at Pluto's discretion and in accordance with the applicable policies published on the Platform.

11.1 Pluto shall not be liable for any failure or delay in performing its obligations under these Terms where such failure or delay results from events beyond its reasonable control ("Force Majeure Event").

11.2 Force Majeure Events include, without limitation:

• acts of God;
• floods, earthquakes, storms or other natural disasters;
• fire or explosion;
• epidemics or pandemics;
• war, armed conflict or terrorism;
• civil unrest, riots or public disorder;
• strikes, lockouts or industrial disputes;
• failures of utilities, telecommunications or internet services;
• cyber-attacks affecting essential infrastructure;
• acts, regulations, restrictions or orders issued by any governmental or regulatory authority;
• transport disruptions; and
• any other event beyond Pluto's reasonable control that prevents or materially delays the provision of the Platform or Professional Services.

11.3 Where a Force Majeure Event occurs, Pluto's obligations under these Terms shall be suspended for the duration of the Force Majeure Event. Pluto will use reasonable efforts to minimise the impact of the event and resume normal operations as soon as reasonably practicable.

Neither Pluto nor any Professional shall be liable for delays, cancellations or failures to perform Professional Services resulting directly from a Force Majeure Event.

12.1 Intellectual Property

12.1.1 Unless otherwise stated, all intellectual property rights, including copyright, trade marks, logos, graphics, software, text, images, videos, databases and other content available on the Platform are owned by Pluto or its licensors and are protected by applicable intellectual property laws.

The Platform is made available solely for your personal, non-commercial use. Any use of the Platform for commercial purposes without Pluto's prior written consent is strictly prohibited.

12.1.2 You may not reproduce, copy, modify, distribute, transmit, display, publish, licence, sell or otherwise exploit any part of the Platform or its content without Pluto's prior written permission.

12.1.3 You may access and download content from the Platform only to the extent necessary for your personal use of the Professional Services.

Any other use is strictly prohibited.

12.1.4 You agree not to copy, scrape, reverse engineer, decompile, reproduce, distribute or create derivative works from any part of the Platform or assist any third party in doing so.

12.1.5 Where you submit reviews, ratings, comments, photographs, videos or any other content ("User Content") to the Platform, you grant Pluto a worldwide, perpetual, irrevocable, royalty-free, transferable and non-exclusive licence to use, reproduce, modify, publish, distribute and display such User Content for operating, improving and promoting the Platform.

You remain responsible for ensuring that you have all necessary rights to submit such User Content.

12.1.6 User Content must not:

• violate any law or regulation;
• infringe any intellectual property or privacy rights;
• contain defamatory, abusive, threatening, obscene or discriminatory material;
• promote violence, illegal activities or hate speech;
• contain false or misleading information;
• impersonate another individual or organisation; or
• contain malicious software or harmful code.

Pluto reserves the right to remove any User Content that it reasonably believes breaches these Terms or applicable law.

12.2 Compliance with Laws

You agree to use the Platform only for lawful purposes and in compliance with all applicable laws and regulations of England and Wales and any other applicable jurisdiction.

12.3 Electronic Communications

By using the Platform, you agree that Pluto may communicate with you electronically, including by email, SMS, WhatsApp, push notifications and in-app messages.

You agree that such electronic communications satisfy any legal requirement that communications be in writing.

Nothing in this clause affects your statutory rights.

12.4 Notices

Any notices to Pluto should be submitted through the Platform, our customer support channels or by email to [email protected] (or such other email address notified by Pluto).

Pluto may provide notices by email, in-app notification or by publishing notices on the Platform.

Electronic notices shall be deemed received:

• immediately upon publication on the Platform; or
• 24 hours after being sent by email, unless proven otherwise.

12.5 Assignment

12.5.1 These Terms are binding upon you and Pluto and our respective successors and permitted assigns.

12.5.2 You may not assign, transfer or otherwise dispose of your rights or obligations under these Terms without Pluto's prior written consent.

12.5.3 Pluto may assign, transfer, subcontract or otherwise deal with any of its rights or obligations under these Terms without your prior consent, provided this does not adversely affect your statutory rights.

12.6 Severability

If any provision of these Terms is found to be invalid, illegal or unenforceable by a court of competent jurisdiction, the remaining provisions shall remain in full force and effect.

12.7 Waiver

Failure or delay by Pluto in exercising any right or remedy under these Terms shall not constitute a waiver of that right or remedy.

12.8 Entire Agreement

These Terms, together with the Privacy Policy, Cancellation & Refund Policy and any Additional Terms published on the Platform, constitute the entire agreement between you and Pluto regarding your use of the Platform and supersede all previous agreements, communications or understandings relating to the same subject matter.

12.9 Changes to these Terms

Pluto may update these Terms from time to time to reflect changes in applicable law, our business practices or the Services offered through the Platform.

The latest version will always be published on the Platform together with its effective date.

Your continued use of the Platform after any changes become effective constitutes your acceptance of the updated Terms.

12.10 Third Party Rights

Except as expressly stated in these Terms, no person who is not a party to these Terms shall have any right to enforce any provision under the Contracts (Rights of Third Parties) Act 1999.

12.11 Governing Law and Jurisdiction

These Terms shall be governed by and construed in accordance with the laws of England and Wales.

Any dispute arising out of or in connection with these Terms or the use of the Platform shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless otherwise required by applicable consumer protection laws.

12.12 Contact Us

If you have any questions regarding these Terms or the Platform, please contact us at [email protected].

The following terms govern the provision of Professional Services by independent Professionals booked through the Pluto Platform.

By confirming a Booking, you enter into a direct agreement with the relevant Professional for the delivery of the Professional Service.

1. Professional Services

1.1 Professional Services are provided solely by the independent Professional selected or assigned through the Platform.

1.2 The Professional agrees to perform the booked Professional Services with reasonable care, skill and professionalism, in accordance with applicable laws and industry standards.

1.3 The Professional Services are limited to those selected and confirmed at the time of Booking. Any additional work requested by the Customer may require a separate Booking or additional charges.

1.4 The Professional may refuse to commence or continue a Professional Service where:

• the environment is unsafe;
• the Customer behaves abusively or inappropriately;
• inaccurate or incomplete information has been provided;
• the requested work falls outside the agreed scope of the Booking; or
• continuing the service would breach applicable law or pose a risk to health or safety.

Where a service cannot proceed for reasons attributable to the Customer, cancellation charges may apply in accordance with Pluto's Cancellation & Refund Policy.

2. Customer Obligations

2.1 The Customer agrees to:

• provide accurate and complete booking information;
• provide a safe, clean and accessible environment for offline Professional Services;
• ensure that appropriate internet connectivity and equipment are available for online tutoring and wellness sessions;
• secure valuables, confidential information and pets where relevant;
• treat Professionals respectfully and refrain from abusive, threatening, discriminatory or inappropriate behaviour; and
• comply with any reasonable instructions necessary for the safe and effective delivery of the Professional Services.

3. Payment

3.1 The Customer agrees to pay the price displayed on the Platform at the time the Booking is confirmed.

Payments shall be collected by Pluto through its authorised payment service providers on behalf of the relevant Professional, where applicable.

3.2 Subject to Pluto's Cancellation & Refund Policy, Professionals shall be entitled to receive payment for Professional Services successfully delivered in accordance with the confirmed Booking.

4. Cancellations

4.1 Cancellation, rescheduling and refund of Bookings shall be governed by Pluto's Cancellation & Refund Policy, as published on the Platform from time to time. By making a Booking, you acknowledge that you have read and agree to be bound by the Cancellation & Refund Policy.

5. Warranties

5.1 Each party represents and warrants that any information provided in connection with the Booking is true, accurate, complete and up to date.

5.2 The Professional warrants that:

• they have the necessary qualifications, experience, licences and permissions required (where applicable) to provide the Professional Services;
• they will perform the Professional Services with reasonable care, skill and professionalism;
• they will comply with all applicable laws, regulations and professional standards in the United Kingdom; and
• they will maintain all registrations, certifications and permissions required for the Professional Services they provide.

5.3 The Customer warrants that they have the legal authority to request the Professional Services and that all information provided regarding the Booking, service location and service requirements is accurate.

6. Liability

6.1 The Professional is solely responsible for the delivery of the Professional Services and for any loss, damage or liability arising directly from the performance of those Professional Services.

Pluto acts solely as a technology platform facilitating bookings between Customers and independent Professionals and is not responsible for the provision of Professional Services except to the extent required by applicable law.

6.2 Subject to Clause 6.3, each party's total liability arising out of a Booking shall not exceed the total amount paid for that Booking.

6.3 Nothing in these Terms excludes or limits liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation;
• breach of any statutory consumer rights; or
• any liability that cannot lawfully be excluded or limited under the laws of England and Wales.

7. Insurance

7.1 Each Professional is responsible for maintaining any insurance, licences or professional registrations that are required by law or reasonably appropriate for the Professional Services they provide through the Platform.

7.2 Customers are responsible for maintaining appropriate home, contents or other insurance for their property, belongings and any risks associated with receiving offline Professional Services.

8. Dispute Resolution

8.1 The Customer and the Professional agree to use reasonable efforts to resolve any dispute arising from a Booking through good-faith discussions.

8.2 Where a dispute cannot be resolved directly, either party may request Pluto to facilitate communication between the parties. Any assistance provided by Pluto is voluntary and does not constitute arbitration, mediation or legal representation.

8.3 Nothing in this clause restricts either party's right to pursue any remedy available under applicable law.

9. General

9.1 This agreement between the Customer and the Professional shall be governed by and construed in accordance with the laws of England and Wales.

9.2 Any dispute arising out of or in connection with the Professional Services shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless otherwise required by applicable consumer protection legislation.