Terms of Service

Xpert (xpertmarketplace.co) is operated by Xpert Networks Ltd. (“Xpert”, “we”, “us”). By creating an account, booking a session or listing yourself as an Xpert, you agree to these terms. If you do not agree to them, do not use the platform.

Two other documents form part of this agreement and you should read them alongside it: the Privacy Policy and the Refund & Cancellation Policy. Where the Refund & Cancellation Policy gives a specific figure or deadline, that figure governs.

You must be at least 18 and legally able to enter a contract. One person, one account: accounts are personal and are not to be shared, sold or transferred. You are responsible for what happens under your login, so keep your credentials to yourself and tell us promptly if you think someone else has them.

Everything you tell us must be accurate — your name, your email, your timezone and, if you are an Xpert, everything in your professional profile. Your timezone in particular is not cosmetic: every session time you are shown is converted into it, and a wrong timezone is a missed session.

The same account can act in two capacities. As a client you book and pay for sessions. As an Xpert you list your practice, publish availability and are paid for sessions you deliver. Switching between them is a change of view, not a second account, and the obligations of whichever role you are acting in apply to that activity.

An Xpert may book other Xperts as a client. You may not book yourself, and you may not arrange for someone else to book you in order to manufacture reviews or payment activity.

Xpert is a marketplace and introduction platform. We maintain a roster of practitioners, check their credentials against the issuing body, publish their availability, take payment, hold it, and pay them after the session. That is the whole of our role.

Xperts are independent contractors. They are not our employees, partners or agents, and we do not supervise, direct or control the advice they give. We are not a party to the consultation itself. The session is between you and the Xpert, and nothing in these terms makes Xpert responsible for the substance of what is said in it.

We do not guarantee that any particular Xpert will be available, that a session will produce any particular outcome, or that the roster will continue to include a given practitioner.

Sessions on Xpert are general information and do not create a professional-client relationship. A session is not legal advice, medical advice, financial advice, a diagnosis, a prescription, a formal opinion, a valuation, an audit or a retainer, and it does not create one of the duties — confidentiality, conflict-checking, ongoing care — that such a relationship would carry.

If you need advice you can rely on and act upon, engage a practitioner formally, outside this platform, in your own jurisdiction. Use a session for what it is good for: understanding your situation well enough to know what to do next.

Each Xpert attests to their own licensing scope — the jurisdictions, registrations and practice limits within which they are entitled to work — and must keep that attestation current. An Xpert must not hold themselves out as licensed anywhere they are not, and must decline or stop a session that would take them outside their scope.

Clients must confirm for themselves that an Xpert is licensed in their jurisdiction before acting on anything heard in a session. Licensing rules differ by country, state and profession, and the fact that an Xpert appears on our roster does not mean they are licensed where you are.

Before a listing goes public we ask for evidence of the credential and check it against the issuing body or its register. A credential that passes is marked verified on the profile. A credential we cannot confirm is not marked, and a listing whose core credential fails does not go up.

Verification is a factual check, not an endorsement. It means we confirmed that the named credential existed and was held by that person at the time of the check. It is not a recommendation, not a statement about the quality of anyone’s judgement, and not a guarantee of any outcome. Credentials can also lapse between checks; we re-check periodically and act on what we learn, but we cannot promise to know the moment a registration changes.

• Choosing a slot creates a short-lived hold so that two clients cannot pay for the same time. The hold expires on its own if checkout is not completed, and nothing is charged.
• The price and the platform fee are snapshotted onto the booking at the moment it is created. If the Xpert later changes their rate, your booking keeps the price you were shown. A rate change never applies retrospectively.
• Payment is taken in full at checkout, by card, through Stripe. Xpert does not receive your card number.
• Xpert charges the Xpert a platform fee, deducted from the session price before payout. The fee is a percentage set in our platform settings and is shown to the Xpert on every booking.
• The booking is confirmed when the payment is confirmed. Confirmation is driven by Stripe’s webhook rather than by your browser, so you can close the tab once the payment has gone through.
• Prices are shown in the Xpert’s currency and include any tax we are required to charge; you are responsible for any tax that applies to you personally.

Sessions are delivered over Google Meet. Once a booking is confirmed and the Xpert has connected their calendar, a calendar event and a join link are created for both sides. Both of you are responsible for turning up on time, in a setting where you can actually hold the conversation, with a working connection.

Do not record a session without the other participant’s clear agreement. Xpert does not record sessions and has no copy of what was said.

Cancellation and refunds are governed by the Refund & Cancellation Policy, which forms part of these terms. In outline: a client cancelling more than 24 hours before the start is refunded in full; between 2 and 24 hours before the start, 50% is refunded; inside 2 hours, nothing is refunded. An Xpert cancelling, or Xpert support cancelling, always refunds the client in full.

Those thresholds are platform settings and can change. The terms displayed to you at the time you booked are the terms that apply to that booking. Cancel from the booking’s own page, where the exact refund is shown before you confirm.

Nothing in this clause or in that policy limits any statutory cancellation right you have as a consumer where such a right applies to a booked, time-specific service.

If an Xpert does not attend, report it from the booking page within 24 hours of the time the session was due to end. A no-show is one account of what happened, so it is not refunded automatically: reporting it holds the Xpert’s payout and puts the session in front of a person at Xpert, and a confirmed Xpert no-show is refunded in full. Repeated Xpert cancellations or no-shows are flagged and can lead to suspension or removal from the roster.

If a client does not attend, the Xpert has still held the time, and the session is not refundable. An Xpert is expected to wait a reasonable part of the booked slot before treating it as a no-show.

Xperts are paid through Stripe Connect and must complete Stripe’s onboarding, including its identity checks, before a listing can take bookings. Payment for a session is held after the session completes and released 48 hours later, which is the window in which a client can raise a problem. The hold is extended while a dispute is open.

The amount paid out is the session price less the platform fee snapshotted on that booking, less any refund made. Xperts are responsible for their own tax, insurance and professional-body obligations on what they earn here.

Only a client who paid for a session that actually completed can review it, and only that session. There is no way to post a review without a matching paid booking, which is the point: the rating on a profile is a record of delivered sessions rather than of opinion traffic.

Write about the session. We may remove a review that is abusive, discloses somebody else’s private information, is off-topic, or was bought or coerced. We do not remove a review for being unfavourable. Xperts must not offer anything in exchange for a review or condition their service on one.

Using the platform, you must not:

• Take the booking off-platform. Soliciting or arranging payment for a session outside Xpert, after being introduced through Xpert, in order to avoid the fee — or asking a client to do so. Circumvention removes the verification, the escrow and the refund route that make the booking safe, and is grounds for immediate removal.
• Harass or abuse anyone. Threats, harassment, discrimination, sexual content directed at a participant, or conduct that makes a session unsafe.
• Practise without a licence, misstate your credentials or scope, or use the platform to do something you are not entitled to do.
• Impersonate anyone, or create an account under a name that is not yours.
• Interfere with the platform — scraping, probing, bypassing access controls, reverse engineering, or overloading it.
• Use it for anything unlawful, including money laundering, fraud or payment testing.
• Publish somebody else’s personal or confidential information.

The platform, its name, its marks and everything we have built into it belong to us. You get a limited, revocable, non-transferable right to use it as intended, and nothing more.

What you write stays yours — your profile, your bio, your reviews, your question to an Xpert. By posting it you give us a non-exclusive, worldwide, royalty-free licence to host it, display it and use it to operate and promote the platform. Materials an Xpert shares with a client during a session remain the Xpert’s, and the client may use them for their own purposes but not republish or resell them.

The platform is provided as it is and as available. We do not warrant that it will be uninterrupted, that it will be error-free, or that it will meet your requirements. Google Meet, Stripe and our other providers are outside our control.

We give no warranty about any Xpert’s advice, competence, suitability or results. Verification confirms a credential; it does not underwrite a judgement. We do not guarantee that a session will solve your problem.

To the fullest extent the law allows, Xpert is not liable for indirect, incidental, special, consequential or punitive loss, nor for lost profit, lost revenue, lost data, lost opportunity or loss of goodwill, however caused, whether or not we were told such loss was possible.

Our total liability to you for all claims connected with the platform is limited to the greater of the total fees you paid to Xpert in the twelve months before the claim arose, or one hundred pounds sterling.

We are not liable for the advice, acts or omissions of an Xpert, or for what a client does with what they hear. Those are between the two of you.

None of this excludes liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be excluded. If you deal with us as a consumer, your statutory rights are unaffected.

You agree to cover our reasonable losses, liabilities and legal costs arising from your breach of these terms, from your misuse of the platform, from your infringement of somebody else’s rights, and — if you are an Xpert — from claims about the professional services you delivered or about your licensing and credentials. We will tell you promptly about any such claim and will not settle it without talking to you.

You may close your account at any time from your account settings; see the Privacy Policy for what happens to your data. Settle or cancel outstanding sessions first — closing a listing with paid sessions outstanding cancels them and refunds those clients in full, as an Xpert cancellation.

We may suspend or remove a listing, or close an account, where a credential cannot be verified or has lapsed, where these terms have been breached, where there is a pattern of cancellations or no-shows, where we are required to by law, or where we reasonably believe someone is at risk. Where we can, we tell you why and give you a route to respond; serious cases may act first. Paid sessions affected by a suspension are refunded in full.

What survives

Clauses 15 to 18 and 21 to 23 continue to apply after your account closes, along with any payment already owed in either direction.

We will change these terms as the product changes. The date at the top is the date of the current version. For a material change we will give notice by email to the address on your account before it takes effect; continuing to use the platform after that means you accept the new version. If you do not, close your account. A change never alters the price or the cancellation terms of a booking you have already made.

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you are a consumer resident elsewhere, this does not deprive you of the protection of mandatory consumer law in your country of residence, or of the right to bring proceedings there where that law gives it to you.

Start with us. Email support@xpertmarketplace.co with the session in question and we will look at it — for a session-level problem, report it from the booking page so that the Xpert’s payout is held while we do. Most disputes are a cancellation, a no-show or a refund, and those we can resolve directly.

If a dispute is really between a client and an Xpert about the substance of the advice, we can share the booking record either side needs, but we cannot adjudicate the professional question and we are not a party to it. Both of us agree to try in good faith to settle anything else for 30 days before starting formal proceedings. Nothing here stops either of us seeking urgent injunctive relief, or a consumer using an alternative dispute resolution or chargeback route they are entitled to.

These terms, with the Privacy Policy and the Refund & Cancellation Policy, are the whole agreement between us about the platform. If a clause turns out to be unenforceable, the rest stays in force. Not enforcing something straight away does not waive it. You may not transfer your rights under these terms; we may transfer ours as part of a reorganisation or sale of the business, on notice. Nothing here creates a partnership, joint venture, employment or agency relationship between us, or gives anyone who is not a party a right to enforce it.