Provider Agreement

This agreement is between you (the provider) and Serein Consultancy LLC, a limited liability company licensed by Sharjah Media City (Shams), licence no. 2220356.01. Trove and Trove at Home are its brand names; in this agreement, Trove means Serein Consultancy LLC. It covers the Services Marketplace — the part of Trove where customers book services from independent providers. It is written in plain English on purpose. Please read it: the most important point is in section 2, and it is that the services you offer are yours, not Trove's.

1. What Trove is — and is not

• Trove is a curated marketplace. It lists your services, passes booking requests to you, and gives you a dashboard to manage them.
• Trove is not the provider of your services. Trove does not perform, supervise, direct or control your work, and it does not employ you.
• You are an independent business. Nothing in this agreement makes you an employee, agent, partner or representative of Trove, and you must not present yourself as one.
• Trove reviews every provider before listing them. That review is about the quality of your work as shown to us; it is not an inspection, certification or guarantee of your services.
• Where you can be based. You can list on the Services Marketplace if you are based in Dubai, Abu Dhabi or Sharjah. Bookings are taken from customers in Dubai, Abu Dhabi and Sharjah only. A service at your own studio happens where your studio is, and your listing must say where that is.

2. Your services are your responsibility

• You alone are responsible for every service you deliver: its quality, safety, timing, materials and results, and your conduct at a customer's home, studio or event.
• You are responsible for holding any licence, permit, registration, visa or insurance that your work requires under UAE law, and for your own taxes, including VAT on your services if you are registered.
• Regulated work is outside the Services Marketplace: no food or catering, no beauty or skin treatments, no medical, legal or financial services beyond plain advice, and nothing that needs a professional licence you do not hold. Trove may remove any listing it considers regulated or unsafe.
• Your listings must be honest: what is included, what it costs, how long it takes and where it happens must match what you actually deliver.
• Where a service involves children, you will make sure a parent or guardian is present throughout. Where it involves a customer's home, you will treat it, and the people in it, with care.

3. Bookings and the customer's details

• Customers send booking requests. You choose which to confirm; you can decline any request, with or without a note, and there is no penalty for declining.
• Until a booking is secured, Trove keeps the customer's contact details private. The customer's mobile number is released to you once the booking is secured, so you can arrange the visit: when you confirm a booking the customer settles with you directly, or when the customer's card payment is received for a booking paid through Trove. The customer's email address stays with Trove and is never shared with you.
• You will use the customer's details only to deliver that booking — not for marketing, and not to pass to anyone else.
• Confirmed bookings are commitments. If you cannot deliver one, tell the customer as early as you can and mark it in your dashboard. Repeated no-shows or late cancellations can lead to suspension.

4. Money

The subscription. Listing on the Services Marketplace is free during launch. Trove intends to introduce a flat listing fee of AED 30 a month later; it will not start without at least 30 days' written notice to you, and you may stop listing before it begins without paying anything. There are no other listing fees.

Direct settlement. When a customer chooses to settle directly with you, the payment is entirely between you and the customer — bank transfer, cash, or whatever you agree. Trove is not part of that payment, takes nothing from it, and cannot refund it. Any cancellation or deposit terms for direct bookings are for you to agree with the customer before the service.

Paying through Trove. When a customer chooses to pay through Trove:

• When you confirm the booking you set the service date and, for listings priced "from" or by the hour, the final price (never below the listed "from" price). The customer then pays Trove that amount by card through a secure link Trove emails them; the booking is secured once they have paid. Trove is the customer's contracting party for that booking, and engages you as an independent contractor to deliver it.
• Trove keeps a platform fee of 10% of the amount the customer paid, and pays you the remaining 90% as your fee for delivering the service.
• You can mark a booking done only on or after its service date. Your fee is provisional until the service date plus a 3-day complaint window has passed; it then becomes payable.
• Payable fees are paid on Trove's fortnightly payout days, every other Tuesday (the same days as makers), by bank transfer from Serein Consultancy LLC (so that is the name you will see on your statement) to an account in your own name, which you add under Payouts in your dashboard. Each fee shows there when it becomes payable and, once sent, the date and the transfer reference. You do not need to invoice Trove.
• Changing bank details already on file needs your account password. If the account number (IBAN) really changes, your next payout is held until Trove has confirmed the change with you, to protect you from fraud; nothing you are owed is lost.
• If the service is not delivered, or you cancel a paid booking, Trove refunds the customer in full and nothing is payable to you. A customer who cancels a paid booking before the service date is also refunded in full. If a customer raises a dispute about a Trove-paid booking, Trove will look at it reasonably and decide what, if anything, is refunded; where a refund is made, your fee is reduced by the same share.
• Trove's platform fee is inclusive of VAT where applicable. Once Trove is registered for VAT, card bookings may carry VAT at 5%, shown to the customer before they pay. You remain responsible for any VAT due on your own fee.

No steering. You may accept direct bookings freely, but you must not use Trove's marketplace to move a customer who chose to pay through Trove onto a direct arrangement in order to avoid the platform fee.

5. Liability

• To the fullest extent permitted by UAE law, Trove is not liable for your services or for anything that arises from them: injury, illness, damage to property, loss, delay, disappointment, or any dispute between you and a customer.
• You will indemnify Trove — meaning you will cover Trove's losses, costs and reasonable legal fees — against any claim by a customer or a third party that arises from your services, your conduct or your breach of this agreement.
• Trove will always pay you the fees it has collected for your services under this section 4; nothing in this section limits that.
• Apart from that, Trove's total liability to you under this agreement, for any reason, is limited to the greater of (a) the subscription fees you paid Trove and (b) the platform fees Trove kept on your bookings, in each case in the twelve months before the claim, and in any event to no less than AED 1,000.
• Nothing in this agreement excludes or limits any liability that cannot be excluded or limited under UAE law.

6. Suspension and ending

• Trove may suspend or remove your profile or any listing at any time for customer complaints, safety concerns, misrepresentation, regulated work, breach of this agreement, or anything that could bring Trove into disrepute. Where practical, Trove will tell you why.
• You may stop at any time from your dashboard or by contacting Trove. Your listings come down, any subscription ends at the end of the current month, and confirmed bookings should still be honoured or cancelled with the customer directly.
• Sections 2, 4 (for bookings already made) and 5 continue to apply after this agreement ends.

7. Practical points

• Trove may update this agreement. You will be told of material changes before they apply; continuing to use the Services Marketplace after that means you accept them. The version you accepted, and when, is recorded on your profile.
• This agreement is governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai, and the courts of Dubai have exclusive jurisdiction.
• If any part of this agreement is found unenforceable, the rest still applies.

By applying to the Services Marketplace, or by switching on services from your Trove dashboard, you accept this agreement.