Business Terms

Status: In force Effective date: 6 September 2026 Version: 1.0

These Business Terms apply when a business, business owner, manager, staff member, or representative uses OVIO. They supplement the OVIO Terms of Service, Marketplace Terms, Privacy Policy, Cookie Policy, Booking & Cancellation Policy, Acceptable Use & Marketplace Rules, and Data Processing Addendum where applicable.

1. Authority

By creating or managing a business profile, you confirm that you are authorized to act for the business and to provide business, staff, tax, payment, licensing, policy, and customer information to OVIO.

The business is responsible for all activity by its owners, managers, staff, contractors, agents, and invited users on OVIO.

2. Independent Business Status

Businesses on OVIO are independent from OVIO. Nothing in these Business Terms creates an employment, agency, partnership, joint venture, franchise, or exclusive relationship unless OVIO and the business sign a separate written agreement saying so.

The business provides the underlying services. OVIO provides marketplace, booking, communication, account, business-operation, and payment tools where enabled.

3. Business Identity and Public Seller Information

Before a business can publish or accept paid marketplace bookings, OVIO may require:

• Legal business name.
• Trading name.
• Registered address.
• Service location or service area.
• Business contact email and phone where applicable.
• Business type.
• Country.
• VAT/tax identifier where applicable.
• Company registry details where applicable.
• Owner or representative information.
• Stripe Connect onboarding status where payments are enabled.
• Licenses, qualifications, insurance, or permits for regulated categories.

The business must keep this information accurate. OVIO may show seller information publicly or at transaction time where required by law, marketplace rules, or customer transparency obligations.

4. Business Profile and Listings

The business is responsible for all profile and listing content, including descriptions, photos, prices, availability, service duration, location, online service instructions, staff assignment, cancellation rules, refund rules, deposit rules, no-show rules, age limits, accessibility notes, health/safety notes, and service limitations.

Listings must be accurate, lawful, clear, and not misleading. A business must not publish services it is not legally or practically able to provide.

5. Regulated Services

Some categories may require licenses, permits, qualifications, insurance, health and safety procedures, age controls, location approvals, or additional legal review. Examples may include health, wellness, beauty, financial, legal, child-related, transport, food, accommodation, event, and high-risk services.

OVIO may block, review, restrict, or remove regulated or high-risk services until the business provides required information and OVIO completes any marketplace review process.

OVIO's review of information does not transfer the business's legal or professional obligations to OVIO.

6. Service Delivery

The business must perform confirmed services with reasonable care and skill and in accordance with:

• The service listing.
• The policy shown to the customer before booking.
• Applicable consumer, safety, professional, licensing, employment, tax, and anti-discrimination laws.
• These Business Terms and OVIO's marketplace rules.

If the business cannot perform a confirmed service, it must promptly update the customer and OVIO where appropriate and follow the applicable cancellation, refund, and support process.

7. Pricing, Taxes, and Fees

The business must ensure that customer-facing prices, mandatory fees, taxes, and deposit terms are accurate and lawful. Taxes and fees must be shown before payment where applicable and where the flow supports payment.

The business remains responsible for taxes it owes unless OVIO is legally responsible for a specific tax under the final payment model. The business must provide tax information requested by OVIO, Stripe, or other payment providers.

The business is responsible for determining, charging, collecting, and remitting the VAT or other transaction tax due on the services it supplies to its customers, and for issuing any invoice or receipt its own law requires. OVIO does not act as a marketplace facilitator or deemed supplier for those services.

OVIO charges the business separately for OVIO's own supply — commission, subscription, and any payment-related amounts — and applies VAT to that supply according to the business's location and VAT status, including the reverse charge where it applies. The business must keep its VAT identification number and country details in OVIO accurate, because OVIO relies on them to invoice correctly.

8. Marketplace Payments, Commission, and Payouts

Paid marketplace bookings or orders may be enabled only after required payment readiness checks are complete. Payments are processed through Stripe where enabled. Full bank details and identity documents may be handled by Stripe; OVIO may store marketplace and payment metadata needed to operate the service, support transactions, prevent fraud, reconcile payments, and meet legal obligations.

8.1 Commission

OVIO charges a commission on certain bookings. All commission rates are exclusive of VAT or other applicable taxes.

• Direct bookings — customers the business brings itself (its own booking links, QR codes, social profiles or website, staff-created or manual bookings, and existing or returning customer relationships): 0% on the Growth and Scale plans; 2% on the free Starter plan, on bookings paid online through OVIO.
• Marketplace acquisition — a new customer OVIO introduces to the business through the OVIO marketplace, as established by OVIO's server-side attribution: 5%, on every plan.
• Bookings paid in person, or otherwise outside OVIO's online payment flow, are not subject to commission at this time.

The subscription plan does not change the marketplace rate: 5% applies on every plan for a proven new marketplace customer. A paid subscription removes the direct-booking fee only.

Commission is calculated on the service subtotal after any business-funded discount, and excludes VAT and other taxes, tips, and unrelated add-ons. It is assessed when the booking reaches its billable state and is reversed proportionally for a full or partial refund.

Commission is collected out of the online payment before the business's share is released, or recorded and settled as notified to the business where it cannot be. The mechanism depends on the settlement model in section 8.3 and does not change the amount owed.

8.2 Payment processing costs

Separately from commission, OVIO recovers the cost of accepting and moving the payment. This is a pass-through of card and payment-provider costs, not a commission and not a margin on the service.

• The current rate is 1.9% + EUR 0.30 of the amount charged to the customer, recovered from the business's share of that booking.
• It applies only to payments taken online through OVIO, and only once per payment.
• It is exclusive of VAT or other applicable taxes.
• OVIO may change the rate on notice, and will do so if the underlying provider cost changes materially.

Payment providers do not return their processing fee when a payment is refunded. That cost is therefore borne as follows:

• Where the business retains part of the payment under its own cancellation or no-show policy, the cost is recovered from the amount retained.
• In every other case OVIO bears the cost. That includes a customer cancelling within the business's cancellation window, a business cancelling outside that window, and a business declining a booking request.

OVIO does not charge the customer for the cost of a refund.

Commission is never charged on a booking that is refunded in full.

The processing amount recovered under this section forms part of OVIO's own taxable supply to the business and is invoiced together with OVIO's commission. It is not treated as a disbursement, because OVIO contracts with the payment provider in its own name and is the merchant of record for the payment.

8.3 Payouts

When online payment and payouts are enabled, funds for a booking are settled to the business's connected Stripe account under one of two models. OVIO will tell the business which applies and give reasonable notice before changing it.

• At payment. The customer's payment is routed to the connected account when it is taken, net of commission and processing costs. Amounts later refunded are recovered by reversing that transfer, which can leave the connected account with a negative balance.
• After the service. The payment is held by OVIO and the business's share is transferred after the booked service has taken place, together with a short holding period. A booking cancelled before the service is therefore never transferred and never needs to be reversed.

Under either model the amount transferred is the amount the customer paid, less any refunds, less commission on what the business retained, less the processing cost, less any amount owed under section 8.5.

Payouts from the connected account to the business's bank are made by Stripe on the schedule shown in the business's Stripe account, which OVIO does not control.

The business is responsible for refunds, chargebacks, negative balances, disputes, and customer claims to the extent stated in these Business Terms, the Stripe agreement, and applicable law.

8.4 Cancellations by the business

Where the business cancels, declines, or cannot provide a booking the customer paid for online, the customer is refunded in full. OVIO does not charge commission on that booking, and never charges the customer a fee for the business's cancellation.

Late cancellation fee. Where the business cancels a confirmed booking inside its own cancellation window — the same window it applies to its customers for that booking — the business owes OVIO a fee of 10% of the amount the customer paid for that booking. The fee:

• applies only to a cancellation by the business, never to declining a booking request and never to a cancellation made before that window opens;
• is calculated on the amount actually charged to the customer, not on the service's list price, so a booking taken by deposit is assessed on the deposit;
• is charged only after the customer's refund has actually been issued, so a cancellation the business undoes within the recall period is not charged; and
• is collected under section 8.5.

A business that sets a shorter cancellation window for its customers narrows its own exposure to this fee by the same amount. There is no setting under which a business is free to cancel late while its customers are not.

The fee is retained by OVIO. It is not a recovery of costs and is not passed to the customer, who is separately made whole by the full refund above.

This fee is a charge to the business for a late cancellation within the business's own control. It is not a retention of a consumer's payment: the customer is refunded in full and is not left out of pocket by the cancellation.

8.5 Amounts owed to OVIO and set-off

Where an amount is properly owed to OVIO under these Business Terms — including the late cancellation fee under section 8.4 — OVIO may recover it by deducting it from future payouts to that business rather than invoicing it separately.

Deductions are applied to the earliest amounts owed first, are never more than the payout they are taken from, and are itemised to the business with the date, the reason, and the booking they relate to. A business that disputes a deduction may raise it through support.

OVIO does not deduct commission this way: commission is taken from the booking it relates to, or not at all.

9. Deposits, Cancellations, Refunds, and No-Shows

The business must publish clear service policies before accepting bookings. A policy must not remove mandatory consumer rights.

The business must honor the policy shown to the customer at booking, including any cancellation window, deposit terms, no-show terms, rescheduling terms, and refund terms.

OVIO may help coordinate support and payment processing, but the business remains responsible for service delivery and business-controlled policies unless law or the final payment model requires otherwise.

10. OVIO Business Subscription

OVIO Business is offered as a free Starter plan and paid Growth and Scale plans. The subscription price, billing period, tax treatment, renewal terms, cancellation method, and any per-operator or usage limits are shown before the business subscribes. Subscription prices are exclusive of VAT or other applicable taxes.

Unless the checkout says otherwise, a paid plan renews automatically each month until canceled. The business can cancel from Billing. A paid plan continues until the end of the paid period and then moves to the free Starter plan.

Refunds for a paid plan are provided only where required by law or expressly agreed by OVIO.

If a paid subscription's payment fails, OVIO may provide a grace period and then move the business to the free Starter plan. The business's public page, booking links, calendar, customer records, and core booking features remain available; paid Growth or Scale features are paused until payment is resolved. Account history remains available subject to retention rules and legal obligations.

11. Customer Data

Businesses may receive customer data through OVIO for bookings, orders, queues, messages, support, and service delivery. The business must use customer data only for lawful business purposes connected to the customer's relationship with the business and in accordance with customer choices.

The business must not:

• Sell customer data obtained through OVIO.
• Use customer data for unrelated marketing without valid consent or another lawful basis.
• Export customer data to unauthorized tools or staff.
• Send spam or misleading communications.
• Ignore deletion, correction, opt-out, or access requests that apply to the business.

Where OVIO processes personal data on behalf of the business, the Data Processing Addendum applies.

12. Marketing and Communications

Businesses must send marketing only where they have valid consent or another lawful basis. Marketing consent must be separate from booking confirmation where required and must not be preselected where law requires an affirmative choice.

Marketing emails must identify the sender, avoid deceptive subject lines, include required contact information, and include a working unsubscribe method. Businesses must honor opt-out requests promptly and within the period required by law.

Transactional messages must be limited to booking, order, queue, event, account, payment, safety, support, or similar relationship purposes and must not be used to hide promotional content.

13. Staff Access

The business is responsible for assigning appropriate staff roles and removing access when staff no longer need it. Staff users must use their own accounts and must not share credentials.

The business is responsible for staff actions on OVIO unless the action results from OVIO's failure to use reasonable security measures required by law.

14. Content Rights

The business grants OVIO the license needed to host, display, format, transmit, translate, and use business content to operate, protect, improve, and promote OVIO and the marketplace.

The business confirms that it has the rights needed for all photos, logos, service descriptions, staff materials, marks, and other content it uploads.

15. Reports, Moderation, and Appeals

OVIO may restrict, remove, demote, or suspend a business profile, listing, service, message, review reply, payout-related feature, or account if OVIO reasonably believes it may violate law, OVIO's terms, payment provider rules, or marketplace safety rules.

Where required, OVIO may provide a reason and a route to request review. OVIO may take urgent action without prior notice for fraud, safety, security, legal, payment, or platform integrity reasons.

16. Indemnity

The business is responsible for claims, losses, liabilities, damages, penalties, and costs arising from its listings, services, service delivery, staff, taxes, licenses, insurance, customer communications, unlawful content, breach of these Business Terms, or misuse of OVIO, except to the extent caused by OVIO's breach of law or these Business Terms.

17. Termination

The business may stop using OVIO or cancel paid subscriptions through the available account or billing tools, subject to these Business Terms and the terms shown at checkout.

OVIO may suspend or terminate business access for violations, payment failure, legal or safety risk, repeated customer harm, fraud risk, or platform integrity reasons. OVIO may keep records as needed for legal, tax, security, fraud, dispute, audit, and support purposes.

18. Contact

• Business support: support@ovioapp.com
• Legal notices: support@ovioapp.com
• DPA/privacy contact: support@ovioapp.com