Provider Terms

1.Eligibility and verification

Providers must meet SQEDULE's onboarding and verification requirements and give accurate professional, regulatory, insurance, identity and business information. You are responsible for keeping your registration, insurance and other required documents current. See provider verification.

If you are a sole trader, you contract with SQEDULE in your own name: you give your legal name, the name you trade under, your business address and photo identity. If you are a limited company, the company contracts with SQEDULE: you give its Companies House number, which SQEDULE checks on the register, and the name and role of its authorised representative and of each beneficial owner. Tell SQEDULE if any of this changes; a change of legal provider needs a new verification.

Every six months you reconfirm that your services and prices are current, and every year you renew the provider declaration. SQEDULE reminds you before each is due. If one is more than 30 days overdue, your services are hidden from patients until it is done; existing appointments are kept.

2.Your services, prices and availability

You are responsible for making sure the services you list are lawful, accurately described and within your professional scope, and for keeping prices, availability and service information accurate and current.

3.Plans

You choose one of five plans. Each has its own subscription and marketplace commission rates:

• Pay as you go: no monthly fee. Each marketplace booking 10%, at least £5 and at most £50.
• Widget: £5.99 a month or £59 a year. Each marketplace booking 8%, at most £40.
• Website: £12.99 a month or £129 a year. Each marketplace booking 6%, at most £30.
• Connect: £18.99 a month or £189 a year. Each marketplace booking 4%, at most £20.
• Complete: £29.99 a month or £299 a year. Each marketplace booking 2%, at most £10.

The booking widget is included on Widget and Complete; a SQEDULE website on Website and Complete; Connect messages on Connect and Complete. You are responsible for the content you publish on a SQEDULE website and in Connect messages. SQEDULE may agree a different subscription price with you for a stated period, such as a pilot; it is shown in Plan and billing with its dates. Your first paid plan starts with a 30-day free trial, whose days are not invoiced; a provider that has had a paid plan before has no trial.

Connect includes a monthly allowance shared by all your locations, set by SQEDULE and shown on your Connect page: at present 4 marketing campaigns, 20 last-minute availability alerts and 2,000 email deliveries. Unused allowance does not carry over. You can buy prepaid top-ups, which are invoiced and added once paid, last 30 days from payment and do not renew; SQEDULE never charges automatically for going over.

Photographs you upload for your profile and website are checked automatically before they are shown. A photograph the check flags is held for review by SQEDULE, which may decline it with a reason.

4.Marketplace commission

• Commission is charged only when SQEDULE's marketplace brings you the patient: they find you through SQEDULE search, the directory or your SQEDULE profile.
• There is no commission on bookings made through your own booking link, booking widget, SQEDULE website or payment links, whatever first brought the patient to you. How a booking arrived is recorded when it is made and does not change with how the patient pays.
• A patient who found you through SQEDULE pays for that once, by your business, whichever location they see you at. A booking through their favourites or your Connect messages is charged at your plan's rate if no earlier booking of theirs with you carries commission; while one does (net of refunds, or still to be collected), it carries none. Only a full reversal of that earlier commission, such as a cancellation, makes the next one chargeable. A patient who first booked through your own booking route carries no commission through either.
• For a booking with an independent practitioner at another clinic's premises, the business the patient contracts with owes the commission, never the host clinic.
• Every marketplace booking is charged at your plan's one rate, with its minimum and cap. SQEDULE records, for each patient, the first time they booked with you and how; that record is kept by SQEDULE and cannot be changed by you or the patient.
• Commission on what the patient pays when booking, a deposit or the full price, is charged at your plan's rate, up to its cap and without the minimum, on the statement for the month it was paid, even if the appointment is later. Once the appointment's outcome is final, the commission is worked out on its actual chargeable value: the patient's full online payment, or for a booking with a deposit the final amount you confirm. The rate, minimum and cap are those of the plan you are on when the appointment is due to start, after any reschedule. The difference from what was charged on the deposit is added, or credited, on the next statement. SQEDULE may agree a different commission with you for a set period.
• Confirm the final amount of a booking with a deposit, or of one made under an earlier pay-at-the-clinic setting, and how it was paid, on the booking after the appointment. SQEDULE reminds you after 3 days and, if it is still not confirmed after 14 days, uses the booked price, which you can dispute.
• Record each appointment's outcome within 24 hours of its end: completed, cancelled, did not attend, unable to proceed or disputed, with the actual chargeable value. If you record nothing, SQEDULE treats it as completed at the booked price, unless a payment problem, complaint, dispute or other exception is flagged, and tells the patient, who then has 7 days to raise an issue; its commission is final only after that. An issue the patient raises keeps commission not yet charged out of collection until it is resolved; when the patient disputes only part of the charge, only the commission on that part waits. You can give your account on the booking. A partly delivered treatment is recorded as completed, saying what was delivered.
• An appointment that was cancelled but not in SQEDULE is recorded as cancelled, with who cancelled. SQEDULE refunds the patient from any online payment under the booking's accepted terms: in full if you cancelled, or less the cancellation charge in your policy if the patient did.
• If SQEDULE brings you a patient for a consultation that takes place and their first related treatment, in the same service, is booked within 6 months of it, through SQEDULE or directly with you, the two share one cap. You declare a treatment booked directly when it is booked, with any deposit received, and report its outcome; one declared well after it was booked is reviewed by SQEDULE. In the cap, the rate of your plan when the treatment starts applies to the treatment, held to that plan's cap less the commission already charged on the consultation, never below zero and with no second minimum. If the consultation carried more than that cap, the difference is not refunded. The treatment may take place later; a reschedule keeps its original booking date. This applies to one treatment per consultation.

5.How commission is collected

• Nothing is taken from the patient's payment: SQEDULE collects its commission separately.
• SQEDULE issues a statement for each calendar month, UK time, on the 1st of the next. It lists the commission on deposits and full payments made that month, and each booking whose commission became final that month (a completion SQEDULE recorded for you once the patient's 7 days are over) with its plan, rate and cap and what was charged on it before, any booking credit, any adjustment SQEDULE makes with its reason, and the net amount due or owed to you. An amount owed to you, or under £1, is carried to the next statement. Anything that happens after a statement is issued goes on the next one; issued statements are not changed.
• Until SQEDULE starts collecting statements automatically, each statement shows what is due and nothing is taken from your account. SQEDULE tells you before it starts.
• Prices exclude any applicable taxes. Whether SQEDULE charges VAT, and at what rate, is shown on the pricing page and in Plan and billing; once SQEDULE is registered, VAT is added at the applicable rate and shown on statements and invoices.

6.Paying monthly or yearly

• Plan subscriptions are invoiced separately from commission and paid in advance on your own billing date: the first payment when your free trial ends (one trial per organisation), then each month, or each year for a yearly plan, until you cancel. The trial's end, the first payment's date and amount and how the plan renews are shown before you confirm, and you are reminded seven days before the trial ends.
• Moving up to a higher plan takes effect once the difference for the rest of the period you have paid for is paid; your billing date stays the same. Moving down, or cancelling, takes effect on your next billing date; cancelling during the trial means nothing is charged. Nothing is refunded for an unused period, except where the law requires it. SQEDULE gives at least 30 days' notice of a price rise.
• If a plan payment fails, SQEDULE tells you at once and tries again on the 15th, 18th and 21st, each on the next working day where needed. If it is still unpaid, new bookings through the SQEDULE marketplace pause from the 22nd (or the next working day) until it is paid; your plan's features, appointments and listing are not affected. You can dispute a charge in Plan and billing, and it is held while SQEDULE reviews it.
• The commission on each appointment follows the plan you are on when it starts, through any change.

7.Cancellation credit, refunds, no-shows and rescheduling

• There is no commission when a patient cancels, even late, or does not attend, whatever deposit or charge you lawfully keep. Commission already charged on the deposit is credited on the next statement, once.
• If you cancel an appointment, the commission on its deposit stays on its statement and, once that statement is collected, an equal credit goes on the following one. If the same patient is booked again through your own route soon after, the credit waits while SQEDULE reviews it; you can give your account, and SQEDULE decides with a reason.
• If you refund a patient's payment, the commission is reduced in proportion to the refund on a later statement.
• If a treatment cannot go ahead, there is no commission unless a separate assessment was delivered and charged, and then only on that.
• Rescheduling the same appointment is not a cancellation: its commission carries over, with no second charge and no credit.
• A credit larger than what you owe is carried to your next statement and does not expire.

8.Card payments

For each paid service you choose what patients pay when they book: a fixed deposit, a percentage of the price, or the full price. A new clinic starts on full payment and can choose a deposit in Payments. Paying everything at the clinic is not available for a paid service: a paid service is not offered to patients until you have chosen a deposit or full payment for it and your payment account is ready. Bookings made under an earlier pay-at-the-clinic setting keep their accepted terms. Free services need no payment. The payment is processed by Stripe, SQEDULE's payment provider, into a payment account in your business's name. You set it up and manage it in SQEDULE; Stripe checks your identity and bank details under its own terms, which apply to that account. The money is yours: SQEDULE never holds it.

Stripe sets and takes its processing fee from each payment; it is separate from SQEDULE's plans and commission and can change independently.

9.Refunds

• If you cancel a booking in SQEDULE, the patient is refunded in full automatically. If a patient cancels within your cancellation terms, they are refunded as those terms say.
• After an appointment you can refund part or all of a payment from Payments, in one go or in several, up to the amount collected.
• Refunds come from your payment balance. Stripe does not return its processing fee on a refunded payment.

10.Disputes (chargebacks)

• If a patient disputes a payment with their bank, SQEDULE tells you and asks what happened, with a date to reply by. SQEDULE sends the evidence to Stripe for you.
• If you do not reply by that date, SQEDULE responds using the booking records it holds, and you accept the outcome.
• While a dispute is open, Stripe holds the disputed amount and its dispute fee from your balance. If the dispute is decided in your favour, the disputed amount is returned; Stripe may keep its dispute fee either way. You are responsible for disputes on your patients' payments.

11.Payouts

Stripe pays your balance to your bank on its normal schedule, usually within a few days, and SQEDULE shows each payout, what it was made of and when it should arrive. Refunds and lost disputes are taken from your balance, and from later payments when the balance is not enough. SQEDULE may pause your payouts where there are signs of risk, such as repeated disputes; card payments still reach your balance while payouts are paused, and SQEDULE tells you when it pauses and resumes them.

12.Booking integrity

A booking made through SQEDULE stays a SQEDULE booking if you move the appointment into your own booking system. You must not cancel, recreate or transfer a booking to avoid SQEDULE fees. This applies only to the appointment booked through SQEDULE, never to your future relationship with the patient.

13.Patient communications and data

You must follow the rules on communications and marketing. Patients can save you as a favourite after a booking with you, and on the favourite choose separately whether to get your offers and news and your last-minute availability alerts; favouriting you is not consent to marketing. Connect messages go to everyone who chose the message's kind, across all your locations, and are written from SQEDULE's templates with one optional line of your own. They must be accurate, must not pressure anyone into treatment and must not promote prescription-only medicines; SQEDULE refuses or holds for review wording that breaks its marketing rules, and confirms each service's marketing class when it verifies you. You are responsible, as a healthcare provider, for the patient information you receive and for confidentiality and data protection.

14.Clinical responsibility

You remain responsible for clinical assessment, informed consent, prescribing, treatment, record keeping, follow-up and your other professional obligations, and for responding to complaints, clinical incidents and safety concerns about your care.

15.Restriction, suspension and ending

SQEDULE may restrict services or suspend an account when verification lapses, information is inaccurate or these terms are broken. Either party may end the relationship; existing appointments are honoured.