Terms of Service

Last updated: 6 November 2026

These Terms of Service ("Terms") govern your use of the Pimplum mobile app, the website at www.pimplum.com, and related services (together, the "Platform"). The Platform is run by Pimplum Ltd, a company registered in England and Wales, whose registered office is at 124 City Road, London, EC1V 2NX, United Kingdom ("Pimplum", "we", "us").

By creating an account, booking, or otherwise using the Platform, you agree to these Terms and to our Privacy Policy. If you do not agree, do not use the Platform.

Part A applies to everyone. Part B also applies to businesses.

Part A: Terms for everyone

1. What Pimplum is

1.1. Pimplum is an online marketplace. It helps people ("Customers") find, contact and book local service providers such as beauty salons, pet groomers, cleaners and tradespeople ("Businesses").

1.2. Pimplum does not provide the services listed on the Platform.

• Each Business is an independent company or self-employed person, and it alone is responsible for its services.
• When you book, the contract for the service is between you and the Business. Pimplum is not a party to it.
• We are not the employer, agent or representative of any Business.

1.3. No payments through Pimplum. Customers do not pay Pimplum, and we do not take or hold payments for services. You pay the Business directly, on the terms it sets. If we introduce payments for Customers later, we will update these Terms first. Businesses pay for Pimplum plans as described in Part B.

1.4. "Vetted for quality." Where the Platform says Businesses are vetted, this means we make reasonable checks of the information a Business gives us and of its reviews and reputation. It is not a guarantee of any Business's qualifications, licences, insurance, availability or the quality or safety of its work.

2. Eligibility and accounts

2.1. You must be at least 18 years old and able to enter into a binding contract.

2.2. You may sign up with email, Apple or Google. Keep your account details accurate and your sign-in method secure. You are responsible for activity on your account. Tell us immediately at support@pimplum.com if you think someone else has accessed it.

2.3. If you use Apple's "Hide My Email", messages from us and from Businesses are sent to Apple's relay address. Make sure your relay forwarding stays on, or you may miss booking emails.

2.4. You can delete your account at any time in the app under Profile → Login & security. Bookings you have already made with a Business remain between you and that Business.

3. Listings and information on the Platform

3.1. Business information is provided by Businesses or comes from public sources, such as Google Places. This includes descriptions, prices, opening hours, photos, availability and policies. We do not guarantee that it is accurate, complete or current. Prices shown are indicative, and the Business confirms the final price.

3.2. Some listings are created from public information before the Business joins Pimplum. A Business can claim, correct or ask us to remove its listing.

3.3. AI features. Some content and features are generated by artificial intelligence, including:

• business summaries;
• the assistant's answers;
• search suggestions;
• voice transcription.

AI output can be wrong or incomplete. It is not professional, medical or legal advice. Check anything important, such as allergies, health conditions or exact prices, with the Business.

4. Bookings

4.1. A booking is a request until the Business confirms it, unless the listing shows that it is confirmed instantly. You will see the booking status in the app.

4.2. Give accurate details when you book, including your name, contact details and any information the Business needs, and arrive on time.

4.3. A Business may decline, reschedule or cancel a booking. If it does, we will tell you, but we are not responsible for the Business's decision.

4.4. You can see and manage your bookings in the app. You can also cancel or change a booking through the link in your confirmation email.

5. Cancellations and no-shows

5.1. Each Business may set its own cancellation policy, shown on its listing or at booking. By booking, you agree to it.

5.2. If you cannot attend, cancel in the app as early as possible.

5.3. If you do not turn up (a "no-show"), or cancel later than the Business's policy allows (a "late cancellation"), the Business may record this on the Platform.

• We may use these records to protect Businesses, for example by showing them to the Business you book with, requiring Business approval for your future bookings, or temporarily limiting your ability to book.
• We will not do this because of a single isolated case, and you can contact us if you think a record is wrong.

5.4. Any deposit, cancellation fee or charge is agreed directly between you and the Business. Pimplum does not collect or refund any such amounts.

5.5. Nothing in these Terms limits your mandatory rights as a consumer, including rights you have against the Business if a service is not provided as agreed.

6. Messages

Messages on the Platform are for bookings and questions about services. You must not use them to:

• send spam, advertising or chain messages;
• harass, threaten or abuse anyone;
• share other people's personal data without permission;
• send illegal content.

We may review reported messages and act under section 11.

7. Reviews

7.1. Who can review. Only a Customer whose booking through Pimplum has been marked completed can leave a review of that Business, and only one review per booking. This is how we check that reviews come from people who actually used the service.

7.2. Reviews from other sources. Some listings also show reviews collected from public sources, such as Google, before the Business joined Pimplum. These are labelled as coming from that source, and Pimplum has not verified them.

7.3. Review rules. Reviews must:

• be honest and based on your own experience;
• be relevant to the service;
• not contain illegal content, personal data, threats, discrimination or advertising.

You must not:

• review your own business or a competitor;
• offer or accept anything in exchange for a review;
• post fake reviews.

7.4. Our role.

• We do not pay for reviews, and we do not hide reviews because they are negative.
• We may remove or refuse reviews that break these rules or the law, and we will tell the author why.
• Businesses cannot edit or delete reviews but can reply to them.
• Ratings are the average of all published Pimplum reviews.

8. How we rank results

Search results and lists are ranked mainly by:

• how well the Business matches your search (name, category, services and description);
• distance from you or the area you searched;
• ratings and number of reviews;
• how complete and recent the Business's information is.

Where we show sponsored placements or promoted offers, they are clearly labelled. No Business can pay to change its position in the ranking unless the result is labelled in this way.

9. Your content

9.1. You keep ownership of the content you post, such as reviews, photos and messages ("User Content"). You give Pimplum a non-exclusive, worldwide, royalty-free licence to host, store, reproduce, display, adapt (for example resize or translate) and distribute your User Content on the Platform and in promoting Pimplum, for as long as it is on the Platform and for a reasonable time afterwards in backups.

9.2. You confirm that you have the rights to your User Content, and that it does not infringe anyone's rights or break the law.

10. Prohibited conduct

You must not:

• break the law or these Terms, or help anyone else to;
• give false information, impersonate anyone, or make fake bookings;
• book and repeatedly fail to turn up, or abuse cancellations;
• harass, threaten, defraud or discriminate against Businesses, their staff or other users;
• scrape, copy, or bulk-collect data from the Platform, or use bots, unless we agree in writing;
• reverse engineer, overload, interfere with or try to gain unauthorised access to the Platform;
• use the Platform to send spam or unsolicited advertising;
• upload malware or content that is illegal, infringing, sexually explicit, violent or hateful.

11. Reporting, moderation and complaints

11.1. Reporting illegal content. Anyone can tell us about content they believe is illegal or breaks these Terms:

• use Report on a listing, review or message; or
• email report@pimplum.com.

Include the location of the content, why you think it is illegal, your name and email (unless the report concerns certain serious offences), and a statement that your report is accurate and made in good faith. We will handle reports promptly, diligently and objectively.

11.2. Our decisions. If we remove or restrict content, or suspend or close an account, we will tell the affected person and give our reasons, unless the law prevents us. We may use automated tools to help detect content, but decisions to remove content or suspend accounts are reviewed by a person.

11.3. Complaints. If you disagree with a decision we made about a report or about your content or account, you can complain within 6 months at complaints@pimplum.com. We will review it and reply without undue delay. You may also use a certified out-of-court dispute settlement body under the EU Digital Services Act, or go to court.

11.4. Repeated misuse. We may suspend, for a reasonable period and after a warning, users who repeatedly:

• post clearly illegal content; or
• send clearly unfounded reports.

11.5. Point of contact. Authorities and users can contact us about the Digital Services Act at dsa@pimplum.com, in English or Lithuanian.

12. Suspension and termination

12.1. We may suspend or close your account, remove content, or limit features if:

• you seriously or repeatedly break these Terms;
• the law requires it;
• your use puts other users, Businesses or Pimplum at risk.

Where we can, we will warn you first and give reasons under section 11.2.

12.2. You may stop using the Platform and delete your account at any time.

12.3. Sections that by their nature should continue after termination still apply, including sections 9, 13, 14, 16 and 17.

13. Intellectual property

The Platform, its software, design, text, graphics, logos and the "Pimplum" name belong to Pimplum or its licensors. We give you a limited, personal, non-transferable licence to use the Platform for its intended purpose. Except for your User Content, you may not copy, modify, distribute or create works from any part of the Platform without our written permission. If you send us feedback or ideas, we may use them freely.

14. Liability

14.1. Services by Businesses. Businesses are solely responsible for their services, staff, premises, prices, policies, licences and insurance, and for any damage they cause. Pimplum is not liable for:

• the services or the acts or omissions of Businesses;
• disputes between Customers and Businesses.

We may, but do not have to, help resolve disputes.

14.2. The Platform. We provide the Platform "as is" and "as available". We work to keep it reliable, but we do not promise that it will always be available, error-free or secure, or that information on it (including AI-generated content) is accurate.

14.3. Limits. To the extent the law allows, Pimplum is not liable for:

• indirect or consequential loss;
• loss of profit, revenue, business, goodwill or data;
• loss that was not reasonably foreseeable.

Our total liability to you for all claims relating to the Platform in any 12 months is limited to the greater of the amount you paid Pimplum in that period and €100.

14.4. What we do not limit. Nothing in these Terms limits liability for:

• death or personal injury caused by negligence;
• fraud;
• intent or gross negligence;
• any other liability that cannot be limited by law, including your mandatory rights as a consumer.

15. Indemnity

If you use the Platform for business purposes, or break these Terms or the law intentionally or through gross negligence, you agree to compensate Pimplum for reasonable losses, costs and claims, including reasonable legal fees, that result. For Customers who are consumers, this applies only to the extent permitted by consumer protection law.

16. Changes to the Platform and these Terms

16.1. We may change, add or remove features of the Platform.

16.2. We may change these Terms, for example for legal reasons or new features. For material changes, we will tell you in the app or by email at least 30 days before they take effect, or at least 15 days before for Businesses (see Part B). Changes needed urgently for legal or security reasons may take effect sooner. If you do not agree, you may stop using the Platform and delete your account before the changes take effect.

17. Law and disputes

17.1. These Terms are governed by the laws of England and Wales. If you are a consumer, you also keep the protection of the mandatory laws of the country where you live, for example Lithuania or another EU country, Scotland or Northern Ireland.

17.2. Please contact us first at legal@pimplum.com. We will try to resolve any issue informally.

17.3. Disputes go to the courts of England and Wales. As a consumer, you may also bring proceedings in the courts of the country where you live. Consumers in Lithuania may also contact the State Consumer Rights Protection Authority (Valstybinė vartotojų teisių apsaugos tarnyba, www.vvtat.lt).

18. General

18.1. These Terms, together with the Privacy Policy and any policies referred to in them, are the whole agreement between you and Pimplum about the Platform.

18.2. If any part of these Terms is found invalid, the rest stays in force.

18.3. If we do not enforce a right straight away, we have not waived it.

18.4. We may transfer our rights and obligations under these Terms to another person or company, for example in a reorganisation or sale, as long as your rights are not reduced. We will tell you if this happens. You may not transfer yours without our consent.

18.5. These Terms are available in English and Lithuanian. If the versions differ, the Lithuanian version applies to consumers in Lithuania.

Part B: Additional terms for Businesses

These terms apply if you list a business on Pimplum, claim a listing, or manage bookings as a Business or a team member. They meet the requirements of the EU Platform-to-Business Regulation (EU) 2019/1150 and its UK version.

B1. Listing your business

B1.1. You confirm that:

• you are authorised to act for the Business;
• the Business is lawfully operating;
• you hold all licences, registrations, qualifications and insurance needed for the services you offer.

B1.2. Keep your listing accurate and up to date, including services, prices, opening hours, address, photos, team members and policies. Prices must include VAT where applicable. Do not list services you cannot provide.

B1.3. Photos and content you upload must be your own, or you must have permission to use them. They must show your actual business and work.

B2. Bookings, cancellations and no-shows

B2.1. Honour confirmed bookings. If you must cancel or reschedule, do it as early as possible through the Platform so the Customer is told.

B2.2. Any cancellation, deposit or no-show policy you set must be:

• shown clearly on your listing;
• fair;
• compliant with consumer law.

You collect any deposits or fees directly. Pimplum does not collect them or guarantee payment.

B2.3. Mark visits accurately as completed, cancelled or no-show. Marking a visit as completed lets the Customer leave a review. Marking someone as a no-show when they attended is prohibited.

B3. Customer data

B3.1. You receive Customers' personal data so that you can provide your services. You are the controller of that data. Use it only to provide and manage the services the Customer booked, and to meet your legal obligations, and comply with the GDPR.

B3.2. Do not use Customer data from Pimplum for marketing unless the Customer has separately agreed, or the law otherwise allows it.

B3.3. Where you use Pimplum's tools to store your own customer records, for example bookings you enter manually, Pimplum processes that data on your behalf under the data processing terms in Annex 1 [ADD DATA PROCESSING TERMS], which form part of these Terms.

B3.4. When you add team members, you must have the right to give us their details. You must also make sure they know about our Privacy Policy.

B4. Team members

Team members you invite act on behalf of the Business. The Business is responsible for what its team members do on the Platform, and for removing their access when they leave.

B5. Reviews

You may reply to reviews politely and professionally. You must not:

• offer incentives for reviews;
• review your own Business;
• pressure Customers to change or remove reviews.

You may report a review that you believe breaks the rules in section 7.

B6. Plans, fees and payments

B6.1. Plans. To publish your listing and take bookings, you need a Pimplum plan. Until your plan starts, your listing stays hidden. A plan is a monthly subscription: a base price that covers the owner, plus a price for each extra active team member. You can also buy optional extras, such as promotion at the top of search or offers. The prices and any free trial are shown on our pricing page and at checkout, and include VAT.

B6.2. Paddle. Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns. Paddle's own buyer terms also apply to your purchase.

B6.3. Free trial. If your plan starts with a free trial, you will not be charged until it ends. If you cancel before the trial ends, you will not be charged at all.

B6.4. Renewal and cancellation. Your plan renews automatically every month and is charged in advance to your saved payment method. You can cancel at any time in your business account under Billing. Your plan then stays active until the end of the period you have paid for and does not renew. Adding team members is charged pro rata on your next bill.

B6.5. Refunds. Payments for a plan period that has started, and for promotion or offers that have started, are not refunded, unless the law requires it or we cannot provide the service through our fault. Contact us at business@pimplum.com if something has gone wrong, and we will review it fairly.

B6.6. Unpaid plans. If a payment fails, Paddle will try again. If it keeps failing, we may hide your listing until the plan is paid.

B6.7. Price changes. We will tell you about any price change at least 30 days before it applies to you. If you do not agree, you can cancel before the new price applies.

B6.8. Special prices. We may offer some Businesses special prices or longer trials, for example to early partners. These apply only to the Businesses we offer them to, on the terms we tell them.

B7. Ranking, offers and differentiated treatment

B7.1. Section 8 describes the main ranking parameters.

B7.2. If you choose to publish an offer, it may be shown with an "Offer" label and in offer sections.

B7.3. We do not give our own services, or any Business, more favourable treatment in ranking or access to data, except as described in these Terms.

B8. Data access

You can access the data about your Business and its bookings, reviews and statistics that the Platform provides through your business account. We use aggregated data about how the Platform is used to improve it. We do not sell your Business's data.

B9. Suspension and termination for Businesses

B9.1. We may restrict or suspend your listing if you break these Terms or the law. We will give you a statement of reasons at or before the time the restriction takes effect.

B9.2. We may end our services to your Business for any reason by giving you at least 30 days' notice with reasons. We may end them immediately, still giving you reasons, if:

• the law requires it;
• you have repeatedly broken these Terms;
• there is a serious risk to Customers' safety or rights.

B9.3. You may clarify the facts during the notice period. You may also use the complaints process in B10.

B10. Complaints and mediation for Businesses

B10.1. You can complain free of charge about:

• our compliance with these Terms or the P2B Regulation;
• technical issues affecting your listing;
• any decision we take that affects your Business.

Email business@pimplum.com. We will consider your complaint, reply within a reasonable time and tell you the outcome.

B10.2. For disputes not resolved through complaints, we are willing to use mediation with a mediator accredited by the Civil Mediation Council (www.civilmediation.org), agreed between us. We will pay a reasonable share of the mediation costs. Mediation does not stop either party from going to court.

B11. Liability of Businesses

You are responsible for your services and for any claims by Customers about them. You will compensate Pimplum for losses and reasonable costs, including legal fees, arising from:

• your services;
• your breach of these Terms or the law;
• infringement of anyone's rights by content you upload.

Contact

Pimplum Ltd, 124 City Road, London, EC1V 2NX, United Kingdom