PLATFORM TERMS OF SERVICE

Repairs by Post Group Limited, trading as Repairs by Post and REPiiD · Version 1.8 · 4 November 2026

1. WHO WE ARE AND WHO THESE TERMS APPLY TO

1.1 These Platform Terms of Service (“Platform Terms”) are between you and Repairs by Post Group Limited, a company registered in England and Wales with company number 17320383, whose registered office is at 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom and whose trading address is Lynnfield House, 249 Two Four, Nine North, Church St, Altrincham WA14 4DZ, United Kingdom, trading as Repairs by Post, REPiiD, and any other trading name listed on the Platform (“we”, “us”, “our”).

1.2 We run the REPiiD platform: the websites, apps, and user accounts we offer under our trading names (the “Platform”).

1.3 These Platform Terms apply to everyone who uses the Platform (“you”): visitors to our websites, customers, supplier businesses and their staff, and anyone else we allow to use it. They cover only your use of the Platform, and what you can do on it depends on your role.

1.4Accepting these terms. You accept these Platform Terms by using our public websites, or by creating an account, accepting an invitation, or selecting “I agree”. You must accept them expressly before you can use any part of the Platform that needs an account. If you act for a business, you confirm you have authority to bind it.

1.5What these terms don’t cover. These Platform Terms cover only access to and use of the Platform. Separate terms cover:

1. a customer’s repair: the Consumer Repair Terms of Business at https://app.repairsbypostgroup.co.uk/legal/customer-terms.html, and the accepted Estimate, which form the contract between the customer and the repair business (the “Repairer”);
2. a supplier business: the Supplier Terms and Conditions, the SLA, Schedule 1, and the Supplier Non-Disclosure Agreement; and
3. our own staff and contractors: their employment, consultancy, or confidentiality agreements.

1.6 If these Platform Terms conflict with those documents, the Consumer Repair Terms and the Estimate win for a customer’s repair, and the supplier agreements win for a supplier business. Your legal rights always come first.

1.7Age. You must be 18 or over to create an account or arrange a repair.

2.WHAT THE PLATFORM DOES AND DOESN’T DO

2.1 Through the Platform, we introduce customers to independent Repairers and administer each repair on the Repairer’s behalf: bookings, messages, documents, payment administration, updates, support, complaints, and warranty claims.

2.2 We act as each Repairer’s disclosed agent. Repairers, not us, assess and repair Items, receive and look after them, arrange carriage, invoice customers through the Platform, and give repair warranties. We do not carry out repairs, we are not the seller of any repair, and we never receive, hold, pack, carry, or insure Items.

2.3 Repairers are independent businesses that we approve to offer their services through the Platform. Approving or listing a Repairer does not mean we employ it, guarantee any repair or its outcome, or insure your Item. Any guarantee for your Item, such as the Repairer’s Service Guarantee for tracked post, is given by the Repairer under the Consumer Repair Terms and the Shipping Terms that form part of them. Each case shows the Repairer’s details. We remain responsible for our own services.

3.ACCOUNTS AND SECURITY

3.1 Give accurate registration and contact details and keep them up to date. We may verify identity, business authority, and security information before giving or continuing access, and supplier businesses also go through the checks in the Supplier Terms and Conditions.

3.2 Every account is personal unless we provide an approved service account. Do not share passwords, impersonate anyone, or let anyone else use your role. Use multi-factor authentication where we require it, and tell us at security@repiid.com straight away if your account may have been compromised.

3.3 Supplier administrators must request and remove access for their own staff and contractors, give each the minimum role they need, and tell us promptly about leavers or suspected misuse. The supplier business is responsible for its users under its supplier agreements.

3.4 You may only access the organisations, cases, and functions you have been given. Accessing another business’ records, other customers’ personal information, or cases not assigned to you is prohibited, even if a system fault seems to allow it.

3.5 We may require password resets, extra verification, or access reviews to protect the Platform. We will never ask for your full card number or password in an ordinary case message.

4.HOW YOU MAY USE THE PLATFORM

4.1 We give you a limited, revocable, non-exclusive, non-transferable right to use the Platform for its intended purpose while your account is authorised. We do not give you any right to our source code, trade marks, algorithms, automation, templates, or data. You may view, print, and save pages for your own use, but you must not copy, sell, or republish content from the Platform except as these Platform Terms allow.

4.2 You must not: interfere with security; probe or exploit vulnerabilities without our permission; introduce malware; scrape or bulk-download data, or access the Platform by automated means other than search-engine indexing of public pages; reverse engineer the Platform, except where the law allows; use the Platform or its content to train AI models; send spam; manipulate ratings or reviews; falsify cases or repair progress; or use the Platform for fraud, harassment, or anything unlawful.

4.3 You must not move an existing case, or work arising from it, off the Platform into private quotes, off-platform payments, or unrecorded work. Supplier businesses must also follow the customer non-dealing rules in their supplier agreements. Customers remain free to choose any repairer for unrelated work.

4.4 No one may post false or misleading reviews, suppress genuine complaints, pressure anyone about a review, claim manufacturer authorisation they don’t have, or upload content that infringes someone else’s rights. Section 6 sets out the rules for reviews and other content.

5.CASES, PAYMENTS, AND RECORDS

5.1 A case is a record of what was reported, assessed, approved, and completed. Repairs, Estimates, payments, cancellations, and warranties are governed by the Consumer Repair Terms. Having an account or opening a case does not commit anyone to a paid repair.

5.2 Changes to a case must be recorded through the Platform. This does not restrict anyone’s legal rights, or the validity of a cancellation or other notice given through one of our authorised contact channels.

5.3Payments. Customer payments are processed by Stripe Payments UK, Ltd. and are paid into the Repairer’s own account. We never receive or hold repair payments, and showing a payment screen inside the Platform does not make us the seller of a repair.

5.4 If a message or record contains an error, we may correct the Platform record and will tell the people affected about any significant correction. Corrections keep the audit history and never change an accepted customer contract without a proper legal basis.

6.CONTENT AND INTELLECTUAL PROPERTY

6.1 You keep your rights in the text, photographs, documents, and other material you upload (“User Content”). You give us a non-exclusive, worldwide, royalty-free licence to store, copy, format, send, analyse, and display it only as needed to run, secure, evidence, and support cases, handle disputes and warranties, and comply with the law. We may share it with the assigned Repairer and our service providers for those purposes.

6.2 That licence lasts only as long as we need it for those purposes. It does not let us publish your content in marketing. We will ask for your separate permission before using identifiable customer photographs, private messages, or testimonials in marketing.

6.3 We and our licensors own all rights in the Platform software, databases, designs, branding, workflows, and aggregated business information, subject to people’s rights in their personal information and third parties’ rights in their content. You must not copy or commercially use them beyond what these Platform Terms allow.

6.4 Only upload content you have the right to share. Content must not be unlawful, defamatory, false or misleading, threatening, abusive, or discriminatory, infringe anyone’s rights or privacy, or contain spam or malicious code. Don’t upload unnecessary sensitive personal information, card details, other people’s private documents, or trade secrets. We may remove content that is unlawful, harmful, false, intrusive, or against these Platform Terms, and we will tell you where that is appropriate.

6.5Reviews. A review must be your own honest opinion of a repair or service you actually received. You must not write or arrange a fake or misleading review, review your own business or a competitor’s, or offer or accept anything in return for a review unless that is clearly disclosed. We may check reviews before or after publishing them, and may decline, remove, or label any review that breaks these Platform Terms or that we reasonably suspect is fake or misleading. We will not remove a genuine review just because it is negative, and leaving a review never affects your legal rights or a Repair Warranty.

6.6Reporting content. If you think a review or other content on the Platform is unlawful, fake, or breaks these Platform Terms, report it to complaints@repiid.com. We will look into it promptly, act where we need to, and tell you the outcome where appropriate.

7.AI-ASSISTED FEATURES

7.1 We use automated systems, including artificial intelligence, to support communications, administration, and case management. Some messages to customers and supplier businesses are written and sent by an AI system without a person checking them first. Automated content may contain errors and must not be relied on as a technical diagnosis, price, safety instruction, or final decision without checking.

7.2 AI-generated text never, by itself, creates a paid repair contract, changes an accepted Estimate, rejects a valid legal or warranty claim, or offers compensation, insurance, a guarantee, or an acceptance of responsibility on our behalf or a Repairer’s, beyond describing what the Consumer Repair Terms already provide. Anything that needs a customer’s approval, a supplier’s professional judgement, or a person’s decision still goes through the normal process. You can ask to deal with a person at any time.

7.3 Messages sent through the Platform may be stored and reviewed for operational, evidence, quality, and security purposes, as our privacy notices explain. We tell you at the start of any call or meeting that is recorded.

8.AVAILABILITY AND SUPPORT

8.1 We aim to provide a secure and reliable service, but we don’t promise uninterrupted operation, an error-free app, permanent access to every feature, or compatibility with every device. The Platform is provided “as available”, subject to our legal duties and any express commitments in a supplier’s agreements.

8.2 We may carry out maintenance, release new features, or retire old ones. We will try to avoid disrupting active cases and to keep a way to contact support if the Platform is down.

8.3 A technical failure does not suspend a Repairer’s duty to protect, return, or put right an Item, does not cancel a customer’s case or legal rights, and does not excuse us from our own obligations that the law doesn’t let us exclude.

8.4 Customers can contact support at customerservices@repiid.com or +44 161 293 6000. Supplier businesses can contact suppliers@repiid.com. We don’t promise individual response times unless a supplier’s SLA or another binding commitment says so.

8.5Links to other services. The Platform links to services we don’t control, such as payment pages, review sites, and carriers’ tracking pages. Their own terms and privacy notices apply, and we are not responsible for their content.

9.PRIVACY, COOKIES, AND RECORDS

9.1 We handle personal information under UK data protection law, as explained in our customer privacy notice at https://app.repairsbypostgroup.co.uk/legal/customer-privacy.html and our supplier privacy notice at https://app.repairsbypostgroup.co.uk/legal/privacy.html. Using the Platform is not consent to unnecessary processing.

9.2 Supplier businesses and we may each be independent controllers for different purposes. Supplier users may see customer details only where needed for their allocated cases. That access never allows building a marketing list, exporting other suppliers’ information, or soliciting Platform customers.

9.3 Report any suspected unauthorised access, disclosure, lost device, or personal data incident promptly to security@repiid.com, keep relevant records, and help us contain and investigate it.

9.4 We keep case information to support contracts, warranties, legal claims, audit, reporting, and fraud prevention, for the periods in our privacy notices. Closing an account doesn’t delete records we must keep by law or the history of an open repair.

9.5 Our cookie policy at https://app.repairsbypostgroup.co.uk/legal/cookies.html explains the cookies and similar technologies we use and how to switch off analytics.

10.SUSPENSION AND CLOSING ACCOUNTS

10.1 We may suspend or limit access, proportionately, to deal with suspected fraud, unauthorised use, security incidents, serious breach, missing verification, safeguarding concerns, or a legal order. For supplier businesses, the reasons and procedure in the Supplier Terms and Conditions apply.

10.2 Where reasonably possible, we will explain the main reason for a restriction and how to challenge it, unless telling you would compromise security, fraud prevention, or a legal requirement.

10.3 A customer can ask us to close their account at customerservices@repiid.com. If a case, warranty, or legal record is still open, we will keep a way for you to contact us and keep only what we legitimately need. A supplier business’s access and exit are governed by its supplier agreements.

10.4 Closing an account does not cancel a paid Repair Order, remove a refund that is due, or affect your legal rights.

11.OUR LIABILITY FOR THE PLATFORM

11.1 We are responsible for our own breach of these Platform Terms. Nothing in them excludes or limits liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, for breach of your legal rights, or for anything else the law does not allow us to exclude.

11.2If you are a consumer, we are responsible for loss that is a foreseeable result of our breach of these Platform Terms or our failure to use reasonable care and skill. We are not responsible for business losses if you use the Platform only for personal purposes.

11.3If you are a business user, the allocation of risk and any cap on liability are set out in your supplier agreements or other written contract with us. These Platform Terms do not add a lower cap or exclude liability in any way the Unfair Contract Terms Act 1977 does not allow.

11.4 We are not the repair trader or the custodian of any Item because we provide software, messages, or support as a Repairer’s agent. The Consumer Repair Terms explain the Repairer’s responsibility. We remain liable for our own conduct as the law provides.

11.5 We are not responsible for delay or failure caused by events outside our reasonable control, as long as we take reasonable steps to limit their effect.

12.CHANGES TO THESE TERMS

12.1 We may update these Platform Terms to reflect changes in the law, in security, or in how the Platform works. Each version shows its effective date. Changes never rewrite a repair contract already made.

12.2Customers. We will tell account holders about material changes by email or, once it is available, through the consumer mobile app, and with a notice when they next log in, giving reasonable notice before the change takes effect, unless a legal, regulatory, or security reason requires a quicker change. If you don’t agree, you can stop using the Platform and close your account free of charge before the change takes effect. Any open case continues under the terms that applied to it.

12.3Supplier businesses and their users. Changes affecting supplier businesses take effect, and must be accepted, as the Supplier Terms and Conditions set out.

12.4 Restricted parts of the Platform may ask you to accept the current version when you next log in.

13.COMPLAINTS

13.1 You can complain to us at complaints@repiid.com. We will acknowledge your complaint, tell you how we will deal with it, and keep you updated. Complaints about a repair are handled under the Consumer Repair Terms. Please note that we do not currently take part in an alternative dispute resolution scheme.

14.GENERAL

14.1 If any part of these Platform Terms is unenforceable, the rest continues. If we don’t enforce a term straight away, we can still enforce it later. No one other than you and us can enforce these Platform Terms, except where the law requires.

14.2 These Platform Terms are governed by the law of England and Wales. A consumer who lives in Scotland or Northern Ireland may bring proceedings in their local courts and keeps the protection of the mandatory consumer law that applies there. For business users, any jurisdiction clause in their supplier agreements applies.

14.3 We may transfer our rights and obligations under these Platform Terms to another organisation, for example if a trading name moves to a related company. We will tell you, and the transfer will not reduce your rights. You may not transfer your rights or obligations without our written consent.

14.4 We may give you notices by email to the address on your account or by a notice on the Platform, and you agree to receive communications from us electronically. Legal notices to us go to the address in section 15.

15.CONTACT

16. THANK YOU

16.1 Thank you for reading our terms and using the REPiiD platform. We hope our mission of Repair First, and our belief that repairing beats replacing, is one with which you can agree. We think that something worth owning is something worth fixing. Our aim is to use technology to make repair as simple as possible, so that every repair that goes back to its owner is a memory kept and one less thing thrown away or made again.