1. Who this covers
This agreement applies to anyone approved as a SupportPilots provider or provider agency offering services on the Expert Network. You accept it when you submit your provider application and again whenever a materially updated version is published. Each version is numbered and dated, and the version you accepted is recorded against your account. If you are applying on behalf of a business, you confirm you are authorised to bind that business to these terms.
2. Independent status
You are an independent contractor. Nothing in this agreement makes you an employee, worker, agent, franchisee, or partner of Telvara Holdings Limited or SupportPilots, and it does not create a joint venture between us. You are responsible for your own taxes, national insurance or equivalent contributions, insurance, equipment, software, and business running costs. You decide how, when, and where you deliver your services, subject to the scope you agree with each buyer and the standards in this agreement.
3. Approval and tiers
Every provider is reviewed manually before being approved, and providers move through tiers: Applicant, then Verified, then ID-verified, then Payout-ready. Each tier gates what you can do on the platform, from listing services to receiving payouts, and higher tiers require additional identity, tax, and screening checks. SupportPilots may decline an application, keep a provider at a given tier, or pause or revoke provider status where our checks, policies, or risk assessment require it. Meeting the criteria for a tier does not by itself guarantee advancement.
4. Services and scope
You offer clearly scoped services with a fixed price, defined deliverables, a stated delivery time, and clear rules on how many revisions are included. Your listings must describe honestly what a buyer receives, what is excluded, and what you need from the buyer to start. You must only offer services you are genuinely competent to deliver and legally permitted to provide in the relevant jurisdiction. If you cannot deliver an order as described, you are responsible for communicating promptly and resolving it with the buyer.
5. Quality standards
Your work must be accurate, honest, and not misleading. You must not make unsupported medical, legal, financial, or other regulated claims, and you must not present AI-generated output as independently verified advice where that would mislead a buyer. All services must comply with the Prohibited Services Policy and the Community Guidelines, which form part of this agreement. Repeated quality failures, misrepresentation, or policy breaches may lead to a tier downgrade, suspension, or removal from the Expert Network.
6. Platform role
SupportPilots operates the marketplace. We facilitate matching between buyers and providers, provide order management tooling, and, once live, process payments and payouts. We are not the provider of the professional services sold through the platform, and we do not supervise or direct how you carry out an engagement. We do not guarantee any particular outcome between a buyer and a provider, and the professional relationship, and responsibility for the work, sits between you and your buyer.
7. Fees and commission
SupportPilots charges a platform commission for use of the marketplace. The default commission is 20% of the order value on services, deducted from what the buyer pays before your provider amount is calculated. The exact split that applies to an order is shown to you before you accept it and is stored with that order so both sides have a fixed record. Commission rates may vary by service type or programme, and any variation will be disclosed before you commit to the relevant order.
8. Payments
During the current phase, payments and payouts are recorded manually by SupportPilots and settled by arrangement rather than through an automated processor. Automated payouts require you to reach Tier 3 (Payout-ready) and are governed in full by the Payout Terms, which form part of this agreement. Until automated payouts are live, your provider amount for a completed order is recorded against your account and settled per those terms. You must keep your payout and tax details accurate and up to date.
9. Confidentiality and data access
You must follow the Confidentiality Agreement and the Data Processing Addendum, both of which form part of this agreement. Any access you are granted to customer data is permission-based, limited to what an engagement requires, time-boxed to the period you need it, logged, and revocable at any time. You must not bulk-export customer data, retain it beyond the engagement, or use it for any purpose other than delivering the agreed service. You must report any suspected data incident to SupportPilots without delay.
10. Intellectual property
Work you create specifically for a buyer transfers to that buyer once the deliverable is accepted and paid for, and until then you retain it. Reusable templates, assets, or components that you create and list for repeated sale are licensed to buyers on the terms you set, not sold outright, and you keep ownership of them. You must have all necessary rights to everything you deliver, including any third-party assets, fonts, or libraries, and you must not deliver work that infringes another party's intellectual property.
11. Non-circumvention
Where SupportPilots introduces you to a buyer through the platform, you must not take that relationship off-platform to avoid platform fees during the engagement or for a reasonable period afterwards. This does not restrict relationships you already had independently of SupportPilots, and it does not prevent either party from choosing not to continue working together. Attempting to solicit platform-originated buyers off-platform to avoid commission is a breach of this agreement.
12. Suspension and termination
Either party may end this relationship, and you may stop offering new services at any time. SupportPilots may suspend or terminate your provider status immediately for a breach of policy, fraud, security or data misuse, or where required by law or our risk assessment. On termination you must still complete or properly wind down any accepted orders and honour any obligations to buyers already in progress. Your confidentiality obligations, completed-order duties, non-circumvention obligations, and any accrued liabilities survive termination.
13. Liability
You are responsible for your own work and for any loss caused by your acts, omissions, or breach of this agreement. To the maximum extent permitted by law, SupportPilots' and Telvara Holdings Limited's liability to you is limited, and our aggregate liability is capped at the total commission you paid us in the 12 months before the claim. Nothing in this agreement limits liability that cannot legally be limited, including for death or personal injury caused by negligence or for fraud, mirroring the cap and carve-outs in our main Terms of Service.
14. Governing law and contact
This agreement is 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. Questions about this agreement should go to legal@supportpilots.com, and general provider support is available at support@supportpilots.com. The contracting entity is Telvara Holdings Limited, company number 17175891, 27 Crofton Road, No. 6, 1st Floor, Liverpool, L13 5UJ, United Kingdom, telephone +44 7782 220559.