1. Scope
These terms govern purchases made through the SupportPilots marketplace, covering both expert services and template packs. They sit alongside our main Terms of Service and Privacy Policy, which also apply to your account and your use of the wider product. Where these Marketplace Terms are silent on something, the main Terms of Service fill the gap. By buying or selling on the marketplace you accept all three.
2. The platform's role
SupportPilots operates the marketplace and facilitates the match between buyers and independent providers, along with orders, messaging, and, once payments go live, the payment flow. The professional service itself is a contract between the buyer and the independent provider who delivers it. SupportPilots is not the provider of those professional services and does not warrant the outcome of any individual engagement. We do, however, set the rules of the marketplace and enforce them.
3. Orders and deliverables
Every service listing states its scope, its deliverables, its delivery time, and its revision rules before you buy, so you know what you are ordering. When you place an order you grant the provider only the data access that the work requires, and nothing more. Providers must work within the scope shown; anything outside it is a new order. Buyers should read the listing carefully, because the scope shown is the scope agreed.
4. Acceptance and revisions
When a provider delivers, the buyer reviews the deliverable and either accepts it or requests a revision within the revision rules shown on the listing. Revisions are for bringing the work in line with the agreed scope, not for expanding it. An order completes on acceptance, or automatically after the acceptance window stated on the listing if the buyer does not respond. On completion, the provider is credited for the work.
5. Templates
Template packs are licensed for the buyer's own use. You may install a purchased template into your SupportPilots widget and roll it back if it does not suit you. Templates are edited before listing to avoid risky overclaiming, for example unsupported guarantees, but the buyer remains responsible for what they actually publish to their own customers. A template licence does not transfer ownership of the underlying template and does not permit resale.
6. Fees and commission
SupportPilots charges a platform commission on marketplace transactions. The default commission is 20% on services and 25% on template packs, taken from the provider's proceeds. The prices shown to buyers are inclusive of the platform's role, so there is no separate buyer surcharge at checkout. Any promotional or negotiated commission is confirmed in writing before it applies.
7. Payments
During the current phase, marketplace payments are handled manually while our payment-processor approval is pending. That means orders are arranged and settled through our team rather than an automated card flow. Once approval lands, card payments and automated provider payouts go live, and this section will be updated to reflect the live flow. No card details are collected on the marketplace before that point.
8. Reviews
Reviews are tied to real completed orders. Only a buyer who has completed an order with a provider can review that provider, and reviews are moderated before and after they appear. Fake, incentivised, or retaliatory reviews are prohibited and are removed when found. This keeps the rating a buyer sees grounded in genuine, verifiable experience rather than manipulation.
9. Refunds and disputes
If a deliverable does not match the agreed scope, the buyer may open a dispute. SupportPilots reviews the listing scope, the order messages, and the deliverable, and may order a revision, a partial or full refund, or a goodwill credit, depending on what the evidence shows. We aim to resolve disputes fairly for both sides. None of this affects a consumer's statutory rights, which continue to apply regardless of the outcome of a dispute.
10. Seller traceability and content moderation
The marketplace serves EU users, so it operates in line with the EU Digital Services Act. SupportPilots collects and verifies the identity of providers so that sellers are traceable, as the DSA requires. We operate a notice-and-action process for reports of illegal content, and we provide a complaint-handling path for decisions we take about listings and accounts. To report illegal content or a moderation concern, email security@supportpilots.com with the details and we will act on it.
11. Prohibited use
The Prohibited Services Policy applies to all marketplace activity, for buyers and providers alike. It sets out the services and conduct that are never allowed, including illegal work, deceptive content, data misuse, off-platform circumvention, and fake reviews. Breaching it can lead to listing removal, suspension, withheld payouts, or removal from the network. Read it alongside these terms.
12. Governing law and contact
These terms are governed by the laws of England and Wales, and disputes that cannot be resolved informally will be brought before the competent courts of England and Wales. This does not affect the statutory rights of consumers in their country of residence. Questions about these terms go to legal@supportpilots.com. The marketplace is operated by Telvara Holdings Limited, company number 17175891, 27 Crofton Road, No. 6, 1st Floor, Liverpool, L13 5UJ, United Kingdom.