1. Introduction & Acceptance
Welcome to Boxed Off. These Terms of Service ("Terms") govern your access to and use of the Boxed Off platform, including our website at boxedoff.ie, our mobile applications, and all related services (collectively, the "Platform"). Please read them carefully.
By creating an account or using the Platform in any way, you agree to be bound by these Terms and our Privacy Policy. If you do not agree, you must not use the Platform.
These Terms constitute a legally binding agreement between you and Boxed Off, a company registered in the Republic of Ireland.
2. About Boxed Off
Boxed Off is a marketplace platform. We connect independent service providers ("Providers") with customers seeking local services ("Consumers"). We are not ourselves a service provider and do not employ Providers.
When you book a service through Boxed Off, you are entering into a contract directly with the Provider for the delivery of that service. Boxed Off facilitates payment, manages the booking process, and provides trust and safety tools — but we are not a party to the service contract between Consumer and Provider.
Our role is analogous to a marketplace intermediary. We operate in accordance with EU Directive 2019/2161 (Omnibus Directive) and applicable Irish consumer protection law.
3. Accounts & Eligibility
Eligibility
- You must be at least 18 years of age to register an account.
- You must be resident in, or providing services within, the Republic of Ireland.
- You must provide accurate, complete, and current registration information.
- You may not create more than one account per person without our written consent.
Account security
You are responsible for maintaining the confidentiality of your login credentials and for all activity that occurs under your account. You must notify us immediately at security@boxedoff.ie if you become aware of any unauthorised use of your account.
Account termination
We may suspend or terminate your account at any time if you breach these Terms, engage in prohibited conduct, or if we are required to do so by law. You may close your account at any time from your account settings.
4. Consumer Terms
Booking a service
When you make a booking, you are entering into a contract with the Provider for the service described. You agree to provide accurate information about the service location, timing, and any special requirements.
Payment
Payment is collected at the time of booking. Funds are held in escrow via Stripe and are only released to the Provider after the service is confirmed complete via PIN entry. You will not be charged more than the price shown at the time of booking.
Cancellation policy
- More than 24 hours before the appointment: Full refund, no charge.
- Less than 24 hours before the appointment: 50% of the booking value is charged.
- No-show (consumer does not attend): 100% of the booking value is charged.
Cancellations must be made through the Platform. Cancellations arranged directly with the Provider outside the Platform are not recognised and do not trigger a refund.
Disputes
If you are dissatisfied with a service, you may raise a dispute through the Platform within 48 hours of the appointment. We will investigate and, where appropriate, arrange a refund or other remedy. We act as a neutral mediator; our decision is final.
5. Provider Terms
Providers are independent contractors. Nothing in these Terms creates an employment, agency, partnership, or joint venture relationship between Boxed Off and any Provider. Providers are solely responsible for paying their own taxes, including income tax and VAT where applicable.
Commission
Boxed Off charges a 12% commission on the value of each completed booking. This is deducted automatically from the payment before it is released to the Provider's Stripe Express account.
Identity verification
All Providers must complete identity verification (ID check via Stripe Identity) before their profile becomes publicly visible. This is a one-time requirement.
Service standards
Providers agree to: arrive on time; deliver the service as described; treat Consumers with professionalism and respect; hold any required licences or certifications for regulated services; and carry appropriate public liability insurance.
For the full Provider Agreement including payout terms, cancellation obligations, and termination conditions, see the Provider Agreement.
6. Payments & Escrow
All payments are processed by Stripe, a PCI DSS Level 1 certified payment processor. Boxed Off does not store or have access to your full card details.
Funds are held in an escrow-like arrangement via Stripe Connect until the booking is marked complete. Completion is triggered when the Provider enters the six-digit PIN sent to the Consumer at time of booking confirmation.
Payouts to Providers are made via Stripe Express to the bank account registered on their Stripe account, typically within 2 business days of completion.
7. Cancellations & Refunds
The cancellation policy set out in Section 4 applies to all bookings. Refunds are processed within 5–10 business days back to the original payment method, depending on your bank or card issuer.
If a Provider cancels a booking, you will receive a full refund. Providers who cancel repeatedly may have their account suspended. We do not compensate Consumers for inconvenience caused by Provider cancellations, but we will assist with rebooking where possible.
Chargeback policy
We encourage you to use our dispute process before initiating a chargeback with your bank. Chargebacks that we determine to be fraudulent or in breach of these Terms may result in account suspension.
8. Reviews & Content
After a completed booking, Consumers may leave a rating and written review. Reviews must be honest, based on genuine experience, and not contain defamatory, offensive, or false content.
Providers may post a single response to each review. Responses must be professional and factual.
We may remove reviews or responses that violate these Terms. We do not edit the content of reviews. If you believe a review about you is false or defamatory, contact us at trust@boxedoff.ie.
9. Prohibited Conduct
You must not use the Platform to:
- Provide false or misleading information
- Impersonate another person or entity
- Circumvent the Platform to arrange or pay for services outside of Boxed Off
- Harass, threaten, or discriminate against other users
- Post false, defamatory, or misleading reviews
- Use automated tools to scrape, crawl, or access the Platform at scale
- Attempt to gain unauthorised access to any part of the Platform or its systems
- Use the Platform for any unlawful purpose or in violation of any applicable law
Violations may result in immediate account suspension and, where appropriate, referral to law enforcement authorities.
10. Intellectual Property
The Boxed Off name, logo, and Platform content (excluding user-generated content) are owned by or licensed to Boxed Off and are protected by Irish and EU intellectual property law. You may not use our branding or copy our content without written permission.
By submitting content to the Platform (reviews, photos, profile information), you grant Boxed Off a non-exclusive, royalty-free, worldwide licence to use, display, and distribute that content for the purpose of operating the Platform.
11. Disclaimers & Limitation of Liability
Boxed Off is a marketplace intermediary. We do not warrant the quality, safety, legality, or suitability of any services listed on the Platform. We conduct identity verification and display trust signals, but we cannot guarantee the conduct of any Provider.
To the maximum extent permitted by Irish and EU law, Boxed Off's total liability to you for any claim arising out of or in connection with these Terms or the Platform will not exceed the total fees paid by you to Boxed Off in the 12 months preceding the claim.
Nothing in these Terms excludes liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded by law, including consumer rights under Irish law.
12. Governing Law
These Terms are governed by and construed in accordance with the laws of the Republic of Ireland. Any dispute arising under or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of Dublin, Ireland.
If you are a consumer in the EU, you also have the right to use the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr.
13. Changes to Terms
We may update these Terms from time to time. We will notify registered users by email at least 14 days before material changes take effect. Your continued use of the Platform after changes take effect constitutes acceptance of the revised Terms.
We will always keep the current version of these Terms accessible at boxedoff.ie/terms.
14. Contact
For questions about these Terms, please contact us:
- Email: legal@boxedoff.ie
- Post: Boxed Off, Dublin, Ireland
For privacy-related queries, see our Privacy Policy or contact privacy@boxedoff.ie.