Service Provider Terms

1. Introduction

These Service Provider Terms apply to any Venue, Coach, or other Service Provider using the Platform as a business customer.

By onboarding to or using the Platform as a Service Provider, you agree to these terms.

2. Role of the Platform

The Platform provides software tools and related services that may include:

• booking management,
• schedule management,
• customer communication tools,
• payment integrations,
• reporting,
• customer records,
• related SaaS functionality.

The Platform does not assume responsibility for the underlying sports services delivered by the Service Provider.

3. Independent Business Status

Each Service Provider is an independent business or independent professional.

Service Providers are solely responsible for:

• the services they deliver,
• pricing,
• cancellation and refund terms,
• staff and personnel,
• professional conduct,
• taxes,
• licenses and permits,
• local law compliance,
• insurance where required,
• the accuracy of listings and schedules.

Nothing in these terms creates an employment, agency, or partnership relationship unless explicitly agreed in writing.

4. Listings and Accuracy

Service Providers must keep listings accurate and up to date, including:

• service descriptions,
• venue details,
• coach details,
• operating hours,
• pricing,
• availability,
• restrictions and eligibility conditions.

The Platform may remove or suspend inaccurate, misleading, unlawful, or high-risk content.

5. Bookings

Service Providers must honor Bookings that they make available and confirm through the Platform, except where cancellation or rescheduling is permitted by applicable terms or law.

Service Providers are responsible for:

• timely communication,
• operational readiness,
• proper staffing,
• honoring published policies.

6. Payments and Fees

Payments may be processed through integrated third-party payment providers.

Depending on the commercial setup:

• the Platform may collect payments on behalf of the Service Provider,
• the Service Provider may act as merchant of record,
• the Service Provider may be required to complete onboarding, verification, and compliance checks imposed by payment providers.

The Platform may charge:

• subscription fees,
• usage fees,
• transaction fees,
• commissions,
• add-on service fees,

as agreed in the commercial arrangement.

6.1 Customer credit (wallet)

The Platform lets a Service Provider hold credit for a customer in a wallet at that Service Provider ("Credit"). This section applies to every Service Provider that uses the wallet.

Customer-Funded Credit. Credit that arises from money the customer paid, for example the refund of a cancelled Booking or a price reduction on a rescheduled Booking ("Customer-Funded Credit"), belongs to the customer. The Service Provider holds it for the customer and owes it to the customer. Money refunded as Customer-Funded Credit is not sent back to the customer's card, so, unless a Credit-Only Policy applies, the Service Provider must pay it out from its own funds when asked.

Payout on request. Unless a Credit-Only Policy applies, when a customer asks the Service Provider to pay out Customer-Funded Credit, the Service Provider must do so without undue delay, within 14 days of the request and free of charge. The payout goes back to the original payment method where that is still possible, unless the customer expressly agrees to another method, such as cash or bank transfer. The Platform provides a tool for this in the admin area. Using it, and paying on time, is the Service Provider's responsibility. The Platform does not pay out Credit.

Credit-Only Policy. A Service Provider may decide that money it returns because a customer cancels or changes a Booking is given only as credit to use at the Service Provider, and is not paid out as money (a "Credit-Only Policy"). This is allowed only if all of the following are true: (a) the Service Provider's cancellation and refund policy says so in plain words, including whether and when credit is given and that it is not paid out as money; (b) that wording is shown to the customer on the payment page before they pay, in the checkout note the Platform provides for this, and is repeated in the booking confirmation; and (c) the policy was already in force when the customer made the Booking. A change to the policy applies only to Bookings made after the change. If any of these is missing, the credit is payable on request as set out in "Payout on request". A Credit-Only Policy never applies to: (i) money owed because the Service Provider or the Platform cancels, moves or closes a Booking, cannot provide it as agreed, or provides it with a defect; (ii) money the customer is entitled to get back by law; (iii) amounts charged in error or twice; or (iv) money the customer topped up to a wallet. In those cases the money is refunded to the original payment method, or paid out as set out above.

No lapse. The Service Provider must not let Customer-Funded Credit expire, be forfeited or be reduced because the customer has not used it, has closed or deleted their account, or has stopped booking. This also applies to credit under a Credit-Only Policy. If a customer deletes their account, the Platform keeps the Credit balance and the minimum data needed to honour it. The customer can then no longer use the Credit online, but may ask the Service Provider to pay it out. Where a Credit-Only Policy applies, the Service Provider must instead honour the Credit on request, either by letting the customer use it at the Service Provider (for example, staff make a Booking for them) or by paying it out.

Promotional Credit. Credit that a Service Provider grants free of charge, such as goodwill or promotional credit, is not Customer-Funded Credit. The Service Provider may set its own rules for it, for example an expiry date or no payout, if it tells the customer these rules when it grants the Credit. Where a wallet holds both kinds, the whole balance is treated as Customer-Funded Credit, except the part the Service Provider can show was granted free of charge.

Cancellation and refund policy. The Service Provider sets its own cancellation and refund policy, including whether a refund goes to the original payment method or to Credit. It must make that policy, including the refund destination, available to the customer before they pay, in the way the law that applies to the customer requires. When a customer cancels, the Platform shows the refund destination that follows from the Service Provider's settings before the customer confirms. A policy that gives credit instead of money must also meet the rules in "Credit-Only Policy".

Ending use of the Platform. Before a Service Provider closes its account, it must pay out all Customer-Funded Credit, including credit under a Credit-Only Policy, or settle it in another way the customer expressly agrees. A Credit-Only Policy ends when the Service Provider stops operating or stops using the Platform, and from then on the credit is payable on request within 14 days. The obligations in this section continue after termination.

Law and tax. Nothing in this section limits a customer's rights under mandatory law. The Service Provider is responsible for the legal, accounting and tax treatment of the Credit it issues.

7. Service Provider Responsibilities

7.1 Venue Responsibilities

Venues are responsible for:

• facility condition,
• safe access,
• equipment maintenance,
• operational staffing,
• compliance with local facility regulations.

7.2 Coach Responsibilities

Coaches are responsible for:

• instruction quality,
• supervision where applicable,
• professional conduct,
• credentials where legally required,
• compliance with laws or standards applicable to coaching services.

8. Data Protection

Depending on the relevant processing activity:

• the Service Provider may act as an independent controller of personal data,
• the Platform may act as a processor for limited SaaS operations,
• separate contractual data processing terms may apply.

Service Providers must only use personal data obtained through the Platform in accordance with applicable data protection law.

9. Prohibited Conduct

Service Providers must not:

• use the Platform unlawfully,
• misuse customer data,
• engage in fraud,
• circumvent agreed fees in bad faith,
• misrepresent services,
• infringe third-party rights,
• interfere with platform performance or security.

10. Suspension and Termination

The Platform may suspend or terminate a Service Provider account where there is:

• material breach,
• fraud or abuse,
• unlawful conduct,
• reputational risk,
• payment provider compliance failure,
• repeated service failures.

Termination does not remove obligations relating to completed bookings, customer credit under section 6.1, outstanding fees, legal retention, or unresolved disputes.

11. Liability

Service Providers are solely responsible for the services they deliver and for their own operations, premises, personnel, and compliance obligations.

To the maximum extent permitted by law, the Platform is not liable for losses arising from:

• the Service Provider’s operations,
• customer disputes,
• local law non-compliance,
• the quality of services delivered by the Service Provider.

Nothing in these terms excludes liability that cannot lawfully be excluded.

12. Changes

We may update these Service Provider Terms from time to time.

The latest version will be published through the Platform or otherwise made available to Service Providers.

13. Contact

For legal or commercial questions about these terms, contact:

Sportzentra Alfred-Kowalke-Straße 20, 10315 Berlin [email protected]