Servizo Ltd — Terms & Conditions

(Fully aligned with insurance and cyber requirements)

Last Updated: 07 December 2025
Company: Servizo Ltd, 96 Melford Avenue, Barking, IG11 9HR, United Kingdom.

1. Introduction

1.1 These Terms & Conditions (“Terms”) govern the use of the Servizo platform (the “Platform”) by Customers and Service Providers (each a “User”, together the “Users”) and set out the obligations and liabilities of Users and Servizo Ltd (“Servizo”, “we”, “us”).

1.2 By registering, listing, booking or accepting a booking via the Platform, you agree to be bound by these Terms.

2. Definitions

• Platform: Servizo’s website and/or mobile applications and related services.

• Service Provider / Provider: Self-employed chefs, drivers or other professionals who offer services through the Platform.

• Customer: A user who books services through the Platform.

• Booking: An accepted request to supply a service at an agreed price and time.

• Personal Data / Data: Any information about an identifiable person.

• Insured Events / Insurance Policies: Cyber and PI/PL insurance policies arranged by Servizo (see Schedule).

3. The Services

3.1 Servizo operates a marketplace matching Customers with Providers. Servizo is a marketplace operator — Providers are independent contractors and are responsible for how they deliver their services (unless otherwise agreed in writing).

3.2 Servizo does not guarantee Provider performance but will take reasonable steps to vet Providers as described on the Platform.

4. User Obligations

4.1 Providers must:

• Hold and maintain any licences/permits required by law for the services they provide.

• Maintain professional standards and comply with health & safety, food safety (where applicable), transport and other statutory rules.

• Carry their own tools/equipment required to perform the service, unless stated otherwise.

• Maintain adequate insurance (see clause 7) and notify Servizo immediately of any material change to cover.

4.2 Customers must:

• Provide accurate booking details and relevant access information.

• Comply with any reasonable safety or operational requests made by Providers.

4.3 All Users must:

• Not engage in illegal, abusive or fraudulent activity on or in connection with the Platform.

5. Booking, Payment & Cancellations

5.1 Bookings are confirmed when a Provider accepts a Customer request via the Platform.

5.2 Payment processing, cancellations, refunds and dispute handling are governed by Servizo’s separate Payment & Refund Policy (available on the Platform), which is incorporated into these Terms by reference.

6. Safety, Food & Vehicle Standards

6.1 Providers must comply with all applicable food safety laws, driver licensing rules and vehicle standards. Providers must ensure any vehicle used is insured for the activity being carried out.

6.2 Hire & Reward (H&R) insurance (UK delivery work). Where a Provider uses a vehicle to carry out delivery or transport services booked through the Platform, the Provider must ensure the vehicle is insured appropriately for that activity. In the UK, this may require Hire & Reward (H&R) insurance in addition to the minimum legal motor insurance required by law. Servizo does not currently provide its own Hire & Reward insurance. Providers remain responsible for confirming with their insurer that they have the correct cover before accepting or carrying out any delivery work through the Platform.

7. Insurance, Indemnities & Compliance (Insurance-Aware Clauses)

7.1 Servizo insurance. Servizo has arranged commercial insurance cover for the business that includes (as applicable) cyber insurance and a PI/combined policy (professional indemnity and public & products liability). Servizo’s procurement of these policies does not replace Providers’ and Customers’ obligation to hold their own insurance where required by law or contract.

7.2 Provider insurance. Providers warrant that they hold, and will maintain for the term of these Terms, adequate insurance for the services they provide (including public liability and product liability where relevant). On request, Providers must provide evidence of valid insurance.

7.3 Indemnity. Each Provider shall indemnify and hold Servizo harmless from and against any claims, losses, damages or costs arising from the Provider’s breach of these Terms, negligent performance or failure to maintain required insurance (except to the extent the claim arises from Servizo’s gross negligence or wilful misconduct).

7.4 Limitations & insurance cooperation. Servizo’s liability to Users will be subject to the limits and exclusions in its own insurance and in these Terms. Users must cooperate with Servizo and its insurers in any claim or investigation (including prompt notice and provision of documents). Failure to cooperate may prejudice coverage and any claim outcome.

7.5 Delivery driving insurance (Hire & Reward). Providers who perform delivery/driver services through Servizo warrant that they hold and will maintain all legally required motor insurance and, where applicable, Hire & Reward (H&R) insurance for the full duration they provide such services through the Platform. If a Provider does not have H&R insurance, they must not accept or complete delivery bookings that require it. Servizo intends to arrange a Servizo-supported insurance option in the future; until introduced in writing on the Platform, Providers must arrange their own compliant cover.

8. Cybersecurity & Breach Procedures (Insurance-Required)

8.1 Minimum security controls. Providers and Users accessing Servizo’s backend/admin interfaces must use strong passwords and enable Multi-Factor Authentication (MFA) for remote access and privileged accounts. MFA should be applied where possible to administrative access and remote email access.

8.2 Patch & backup. Providers must use reasonable measures to keep software patched and maintain recent backups for data they control.

8.3 Breach reporting. All Users must notify Servizo immediately of any actual or suspected security incident, compromise or data breach involving Servizo data or the Platform. For Servizo-side incidents, Servizo will follow its breach response plan and notify its Breach Response Counsel and insurers as required.

8.4 Breach response contacts. Servizo’s appointed Breach Response Counsel and contacts will be used to coordinate insurer notifications and response. Servizo will comply with counsel’s reasonable instructions to preserve and investigate evidence.

8.5 No circumvention of insurer requirements. Users must not take steps that would knowingly invalidate Servizo’s cyber cover (for example by ignoring policy warranties such as failing to enable MFA where required).

9. Liability; Exclusions & Caps

9.1 Public & Products Liability. Providers and Servizo will be liable for bodily injury or property damage to third parties caused by their negligent acts or omissions, subject to applicable law. Servizo’s PI/PL insurance provides cover for Public & Products Liability where shown on the policy schedule; Users should consult the relevant insurance schedule or contact Servizo to confirm limits and exclusions.

9.2 Cyber / data exclusions. Claims arising directly from cyber acts or data loss may be excluded in some sections of insurance policies (for example, certain PL wording contains a cyber/data exclusion). Bodily injury and physical property damage caused by a cyber act are typically still covered (subject to policy wording). Users must check policy schedules for precise wording.

9.3 General exclusions. Liability for deliberate wrongdoing, fines and penalties, war/terror/cyber-operation exclusions, radioactive contamination and other statutory exclusions are not covered by insurance and are excluded from Servizo’s indemnity where applicable.

9.4 Cap on liability. Servizo’s aggregate liability (excluding liability which cannot be limited by law) is limited to the amounts recoverable under applicable insurance cover and, where insurance does not apply, to a monetary cap set out in the schedule to these Terms.

10. Notifications & Cooperation

10.1 For any event that might give rise to a claim (injury, property damage, data incident, regulatory enquiry), Users must notify Servizo immediately with full details.

10.2 Users agree to cooperate in any investigation, to preserve evidence and not to admit liability or settle claims without Servizo’s prior written consent.

11. Privacy & Data Protection

11.1 Servizo’s Privacy Policy sets out how personal data is processed. Users must ensure they have a lawful basis to collect/share data. Providers must obtain consents from customers where required.

11.2 Data breach procedures in clause 8 apply to both Platform and Provider data in scope. Servizo will meet its notification duties to regulators and individuals in accordance with applicable law.

12. Intellectual Property

12.1 Servizo retains all intellectual property rights in the Platform. Providers grant Servizo a non-exclusive licence to use images, menus, pricing and descriptions posted on the Platform for promotional and operational purposes.

13. Termination

13.1 Servizo may suspend or terminate any User account for breach of these Terms, illegal conduct, failure to maintain required insurances, or conduct that reasonably exposes Servizo to reputational, operational or insurable risk.

14. Governing Law & Dispute Resolution

14.1 These Terms are governed by the laws of England & Wales (unless otherwise agreed in writing). Disputes will be subject to the exclusive jurisdiction of the English courts, although Servizo may propose mediation or arbitration as a first step where appropriate.

15. Schedule — Insurance Compliance Checklist

Servizo insurance (to be confirmed from policy schedule):

• Cyber insurance — Insurer: Pen Underwriting / Underwriters at Lloyd’s. Overall limit and sub-limits (e.g. Breach Response, Extortion, Business Interruption) to be inserted.

• PI / Public & Products Liability — Insurer: AXA (IPI policy). Limits and any terrorism or pollutant sub-limits to be inserted.

Provider obligations (minimum compliance items):

• Maintain Public Liability and (if supplying goods/food) Product Liability insurance; provide evidence on request.

• Maintain valid vehicle & driver insurance for driving services.

• For delivery/driver services in the UK: maintain valid motor insurance and, where required for paid delivery work, Hire & Reward (H&R) insurance. Servizo does not currently provide H&R insurance; Providers must obtain appropriate cover before performing deliveries through the Platform.

• Use MFA for any remote access to Servizo systems and use reasonable security controls.

• Promptly report incidents and cooperate with breach response counsel and insurers.

16. Contact & Notices

For operational queries: support@servizo.co.uk
For insurance / claims cooperation: support@servizo.co.uk