AIBŌ – PROVIDER SERVICE AGREEMENT (PROVIDER TERMS)
Updated: 27/01/2026
These Provider Terms form a legally binding agreement between AIBO PLATFORM LTD (trading as AIBŌ), a company incorporated in England & Wales (company number 15931224) of 167–169 Great Portland Street, London, W1W 5PF (“we”, “our”, “us”), and you as a Buddy / Provider (“you”, “your”, “yours”).
YOU ACCEPT THESE PROVIDER TERMS if you apply to become a Buddy, complete onboarding or verification, create or maintain a Buddy profile, accept a request to provide Provider Services, provide Provider Services, or otherwise access or use the Platform as a Buddy.
Contact: info@aibo.org.uk
Privacy
We respect your personal information, please see our privacy notice here: https://aibo.org.uk/privacy-policy
Here’s your Buddy Privacy Notice for processing Customer data: https://aibo.org.uk/buddy-privacy-notice
1. Relationship with the Terms of Service (priority clause )
1.1 These Provider Terms apply to you in addition to AIBŌ’s Terms of Service (the “ToS”).
1.2 If there is any inconsistency between these Provider Terms and the ToS, these Provider Terms prevail only to the extent of that inconsistency and only in relation to your provision of Provider Services.
1.3 The ToS provisions relating to Visits, cancellations, payments, refunds, safeguarding, acceptable use, suspension and termination apply to you whenever you act as a Buddy.
2. Definitions
Capitalised terms not defined here have the meaning given in the ToS.
Buddy / Provider means you, an independent individual offering Provider Services via the Platform.
Customer means the individual receiving Provider Services.
Stakeholder means a family member or authorised representative acting on a Customer’s behalf.
Platform means the AIBŌ website, applications and associated services.
Provider Services means companionship and light day-to-day support provided by you during Visits, within the boundaries set out in these Provider Terms and in the ToS.
Provider Content means your profile, descriptions, images and other materials you make available through the Platform.
Services means the services we provide to you, including listing, booking tools, payment processing (as agent) and platform access.
Visits: as per the ToS.
3. Independent contractor status
3.1 You provide Provider Services as an independent contractor. Nothing in this Agreement creates employment, worker status, agency, partnership or joint venture.
3.2 You have no authority to bind us and must not represent otherwise.
4. Provider onboarding, verification and compliance
4.1 You must complete onboarding and verification processes we reasonably require before providing Provider Services.
4.2 You must promptly provide accurate, complete and up-to-date information we request for safety, safeguarding, legal, regulatory or compliance purposes.
4.3 We may refuse, restrict or suspend your access if you fail to satisfy required checks or where we reasonably consider it necessary to protect Users, the Platform or our legal obligations.
5. Provider obligations
You shall:
act reasonably, professionally and in good faith at all times;
comply with the ToS and these Provider Terms;
provide Provider Services only within permitted boundaries (no personal care, medical advice, financial handling or regulated care);
respond promptly to bookings and communications;
maintain accurate availability and honour confirmed bookings (subject to illness/emergency);
promptly notify us of complaints, investigations, safeguarding concerns, loss of insurance or anything affecting your suitability;
comply with all applicable laws and standards.
You must not:
circumvent the Platform or encourage off-platform bookings or payments; misuse Platform data or breach acceptable use rules;
act in a way that creates safeguarding risk or reputational harm.
6. Safeguarding and incident reporting
6.1 You must promptly notify us of any incident causing or risking harm, safeguarding concerns, or conduct that may breach the ToS, these Provider Terms or the law.
6.2 We may take action (including suspension or termination) where we reasonably consider it necessary for safeguarding, legal, regulatory or compliance reasons.
7. Insurance
7.1 You are responsible for maintaining appropriate insurance for your activities, including business-use motor insurance where driving is involved.
7.2 We may request evidence of insurance at any time and suspend access if satisfactory evidence is not provided.
7.3 We do not insure your activities or Visits.
8. Bookings, payments, cancellations and refunds
8.1 All Visits must be organised via us or the Platform (or another method we expressly approve).
8.2 The ToS govern cancellations, refunds, notice periods and charges, and you must comply with them.
8.3 We collect payments from Customers as agent and facilitate payment to you after deducting platform fees.
8.4 Any refunds or adjustments required under the ToS or law may be applied through the Platform and reflected in sums payable to you.
9. Fees, pricing and taxes
9.1 Platform fees are deducted automatically at the rate notified to you.
9.2 You are responsible for your own tax obligations and records.
9.3 Prices must be transparent and may be subject to platform pricing guidelines to protect Users and platform integrity.
10. Non-circumvention and restrictive covenants
10.1 During the term of this Agreement and for 12 months after termination, you must not solicit, encourage or accept off-platform bookings from Customers you met through AIBŌ, unless we agree otherwise in writing or applicable platform fees are paid.
10.2 These restrictions are reasonable and necessary to protect legitimate business interests.
11. Provider Content and intellectual property
11.1 You retain ownership of your Provider Content.
11.2 You grant us a non-exclusive, royalty-free, fully-paid-up licence to host, display, distribute, reproduce and adapt Provider Content as reasonably necessary to operate and promote the Platform during the term of the Agreement (and for a reasonable take-down period), including on social media.
11.3 You warrant that your Provider Content does not infringe third-party rights and indemnify us accordingly.
12. Confidentiality and data protection12.1 Confidentiality
You must keep confidential all information relating to Customers, Stakeholders and the Platform that is not publicly available and must use such information only for the purpose of providing Provider Services and complying with your obligations under these Provider Terms.
12.2 Independent controller status
In relation to any personal data you receive about Customers or Stakeholders through the Platform, you act as an independent data controller, and not as a processor on behalf of AIBŌ.
12.3 Data protection compliance
You must comply with all applicable data protection laws (including UK GDPR) in relation to personal data you process as a Buddy. Without limiting the generality of this obligation, you must:a) collect and process only the personal data that is necessary for providing Provider Services and communicating about Visits;
b) keep personal data secure and confidential using appropriate technical and organisational measures;
c) not use personal data for marketing, profiling or any purpose unrelated to the provision of Provider Services; and
d) not retain personal data for longer than is reasonably necessary, subject to any legal or safeguarding requirements. You are solely responsible for your compliance with data protection law in relation to such personal data.
12.4 Buddy Privacy Notice
Your processing of personal data when providing Provider Services is governed by the Buddy Privacy Notice, which explains how personal data is used and protected from the perspective of the Buddy as data controller.
You agree to comply with the Buddy Privacy Notice as part of these Provider Terms.
AIBŌ may update the Buddy Privacy Notice from time to time for general operational, legal or data protection compliance reasons. The current version will be made available via the Platform or incorporated by reference into the Terms of Service.
You acknowledge and agree that your continued use of the Platform as a Buddy following any update to the Buddy Privacy Notice constitutes acceptance of the updated version.
12.5 Breach
Failure to comply with this clause 12 or the Buddy Privacy Notice may be treated as a breach of these Provider Terms.
13. Acceptable use
You must comply with Schedule 1 – Acceptable Use Policy. Breach may result in suspension, termination, withholding of payments, reporting to authorities, or legal action.
14. Suspension and termination
14.1 Termination by you
You may terminate this Agreement at any time after completing any pre-booked Visits by:
closing or deleting your Buddy account through the Platform (where available);
or notifying us in writing that you wish to end the Agreement.
On termination
your access to the Platform as a Buddy will end;
you must stop holding yourself out as a Buddy associated with AIBŌ;
and any amounts properly due to you and held by us at the time of termination will be paid to you in accordance with the payment terms set out in this Agreement, subject to any lawful deductions, refunds, chargebacks or adjustments.
14.2. Termination by us (for convenience)
We may serve you 14 days’ notice in writing at any time to end your Agreement with us for any reason or no reason (for convenience), unless a different period for termination for convenience is specified in the ToS.
14.3. Suspension or termination by us
We may suspend, restrict or terminate this Agreement, your access to the Platform, or your ability to provide Provider Services, with immediate effect and without liability to you, where we reasonably consider it necessary for safeguarding, legal, regulatory, compliance or risk-management reasons, including (without limitation) where:
a) you commit a material breach of these Provider Terms, the Terms of Service or any applicable policy and, where that breach is capable of remedy, you fail to remedy it within 7 days of being notified;
b) you commit a material breach that is not capable of remedy;
c) you breach, or we reasonably believe you have breached, any applicable law, code, rule or regulation;
d) you infringe, or we reasonably believe you have infringed, the rights of any person, including intellectual property rights, data protection rights or privacy rights;
e) you breach the Terms of Service, the Acceptable Use Policy or any other terms incorporated into this Agreement;
f) your conduct gives rise to safeguarding concerns, risk of harm, abuse, exploitation or inappropriate dependency;
g) you engage in misuse of the Platform, circumvention, off-platform contracting, or conduct that undermines trust in the Platform;
h) you provide false, misleading or incomplete information during onboarding, verification or in connection with your Provider Services; or
i) you become insolvent, are unable to pay your debts as they fall due, enter into any arrangement with creditors, have a receiver, administrator or liquidator appointed, or any equivalent event occurs under applicable law.
14.3 Immediate action
We may take action under this clause with or without prior notice where circumstances require, particularly where safeguarding, legal or regulatory risks are involved.
14.4 Effect of termination
On termination or suspension:
a) you must immediately stop using the Platform and cease holding yourself out as a Buddy or Provider associated with AIBŌ;
b) you must cease using and, where appropriate, securely delete or return Customer or Stakeholder information, except where retention is required by law; and
c) any provisions which by their nature are intended to survive termination (including confidentiality, data protection, liability, indemnities and governing law) will continue to apply.
16. LIMITATION OF LIABILITY, INDEMNITY AND DISCLAIMERS
16.1. If we are prevented from or delayed in performing our obligations by your act or omission or by any circumstance outside of our control, we shall not be liable for any costs, charges or losses sustained or incurred by you that arise directly or indirectly from such prevention or delay.
16.2. Cap. Except in the case of those exceptions in clause 6, our total aggregate liability to you arising under or in connection with this Agreement will be limited to the greater of: £100; or 100% of the fees paid or payable by us to you under this Agreement in the 12 months immediately preceding the date on which the claim arose.
Time Limit. Any claim must be brought by you within 12 months from the date of its incidence.
16.3. Exclusions
We don't exclude or limit our liability to you where it would be unlawful to do so, e.g. liability for death or personal injury caused by negligence; fraud or fraudulent misrepresentation. To the fullest extent permitted by law, and excluding those exceptions in clause 6.1, the following types of loss arising out of or in connection with this Agreement are wholly excluded by us:
a) Indirect or consequential loss
b) Loss of profit, revenue, business, goodwill, or business opportunity
b) Loss arising as a result of our complying with our legal and regulatory duties
d) All warranties, conditions and other terms implied by statute or common law are, to the fullest extent permitted by law, excluded from these Terms.
16.4 DISCLAIMERS.
Provisions in this clause apply to the fullest extent permitted by law.
a) The Platform is provided "as is" and "as available". We and our affiliates and licensors exclude all conditions, warranties and representations (express, implied or otherwise) with respect to the Platform, and disclaim all warranties including but not limited to warranties of fitness for purpose and satisfactory quality. We do not warrant that the Platform will always be available, uninterrupted, accurate or error-free.
b) We may update and change the Platform from time to time for any reason, without notice to you.
c) Platform provided for general use. The Platform and any guidance provided are for general informational use only and do not constitute professional advice and should not be relied on as such.
d) No guarantee of results. We make no guarantees regarding the number of Customers you will attract, bookings you will receive, or revenue you will generate through the Platform.
e) We shall not be liable for any act, omission, breach or conduct of any Customer or Provider with whom you interact with via the Platform or for any damage, cost, claim, loss or expense you may incur relating thereto.
16.5. Your Indemnity to Us. You agree to defend, indemnify and hold us harmless from and against any claims, causes of action, demands, recoveries, losses, damages, fines, penalties or other costs or expenses of any kind or nature including but not limited to reasonable professional fees, that arise from or relate to:
f) Your provision of Provider Services to Customers;
g) Any breach of your representations, warranties or obligations under this Agreement;
h) Any claims by Customers relating to your Provider Services or Provider Content;
i) Your breach of this Agreement (including Acceptable Use Policy) of any laws, regulations or professional standards (including but not limited to confidentiality and data protection);
j) Any infringement of third party intellectual property rights by your Provider Content.
16.6 Survival.
This clause 15 survives termination of this Agreement.
16. Force majeure
Neither party is liable for delay or failure caused by events outside reasonable control.
17. Assignment
You may not assign this Agreement without consent. We may assign or novate freely.
18. Entire agreement, updates, variation and waiver
These Provider Terms and the ToS form the entire agreement between you and us. Failure to enforce is not a waiver.
We may update the Provider Terms from time to time. Where we do so, we’ll notify you of any material changes by email. The updated Terms will apply from the date stated in the notice. If you continue to access or use the Services after that date, you’re deemed to have accepted the updated Provider Terms.
19. Severability and survival
Invalid provisions are severed. Provisions intended to survive do so.
20. Governing law and jurisdiction
This Agreement and any related dispute or claim will be governed by and construed according to the laws of England and Wales. Both parties irrevocably agree that only the courts of England and Wales have the authority to settle any dispute or claim.
Schedule 1 – Acceptable Use Policy
(Applies to all Buddies / Providers)
This Acceptable Use Policy forms part of the Provider Terms and applies whenever you access or use the Platform or provide Provider Services.
Breaches of this Acceptable Use Policy may result in action under the Provider Terms and Terms of Service, including warnings, restrictions, suspension, termination of access, withholding of payments, or reporting to relevant authorities where required by law.
You must:
a) use the Platform only for lawful purposes and in accordance with the Provider Terms, the Terms of Service and this Acceptable Use Policy;
b) act with respect, courtesy and professionalism towards all Customers, Stakeholders and other Providers;
c) provide accurate, truthful and complete information at all times (including profile information, availability and communications);
d) provide Provider Services responsibly, ethically and in good faith, within the companionship and light-support boundaries set out in the Terms of Service;
e) comply with all applicable laws, regulations and safeguarding expectations relevant to your activities.
You must not:
a) use the Platform in any unlawful, illegal, fraudulent or harmful manner;
b) act fraudulently or maliciously, including by hacking, introducing malicious code, viruses or harmful data into the Platform or any related system;
c) infringe our intellectual property rights or the intellectual property or other rights of any third party;
d) upload, share, transmit or post any content that:
i. is unlawful, harmful, threatening, abusive, harassing, defamatory, obscene, pornographic or sexually explicit;
ii. is hateful, discriminatory or demeaning on the basis of age, race, ethnicity, religion, gender, sexual orientation, disability or any other protected characteristic;
iii. promotes violence, self-harm, eating disorders or other dangerous activities;
iv. is false, misleading, deceptive or fraudulent;
v. infringes anyone’s privacy, intellectual property or other rights; or
vi. could reasonably cause harm, distress or offence to Customers, Stakeholders or others;
e) harass, intimidate, bully, abuse, stalk or make inappropriate, sexual or exploitative advances towards any Customer, Stakeholder or other person;
f) impersonate any person or entity, or misrepresent your identity, experience, background or relationship with AIBŌ;
g) use the Platform in a way that could damage, disable, overburden or impair our systems or security, or interfere with other Users’ use of the Services;
h) attempt to gain unauthorised access to the Platform, Customer accounts, or any systems or networks connected to the Platform;
i) collect, harvest, scrape or misuse information or data from the Platform or from Customers or Stakeholders without proper authorisation;
j) use automated means (including bots, scripts or scrapers) to access the Platform without our prior permission;
k) circumvent or attempt to circumvent any access restrictions, technical limitations or security features of the Platform;
l) post, send or share spam, unsolicited advertising, promotions or solicitations to Customers or Stakeholders;
m) manipulate, falsify or abuse reviews, ratings or feedback systems;
n) use the Platform to compete with us or to develop, promote or operate a competing product or service;
o) provide Provider Services outside the companionship and light day-to-day support boundaries set out in the Terms of Service;
p) provide Provider Services while under the influence of alcohol, drugs or any substance that could impair your judgement, behaviour or safety;
q) establish inappropriate personal, financial, dependent or romantic relationships with Customers;
r) share or misuse confidential Customer or Stakeholder information except where necessary for safety, with consent, or where required by law;
s) provide misleading or exaggerated statements about your experience, availability or suitability;
t) guarantee outcomes, results or benefits that cannot reasonably be guaranteed;
u) provide medical advice, diagnoses, treatment, financial advice, personal care or any service that requires professional regulation or qualifications you do not hold and are not permitted to provide through the Platform;
v) act where you have a conflict of interest that could reasonably affect your ability to provide Provider Services appropriately;
w) encourage or assist Customers or Stakeholders to contract with you or pay you outside the Platform for Provider Services arranged through AIBŌ; or
x) encourage, assist or allow any other person to do any of the above.