Terms of Service & Escrow Policy

1. Platform Overview

Stethiano Ltd ("Stethiano", "we", "us", or "our") operates an online artisan directory and escrow-protected booking platform connecting homeowners and commercial clients ("Customers") with qualified tradespeople and artisans ("Artisans"). By accessing or using Stethiano, you agree to be bound by these Terms of Service.

2. Escrow Protection Model

All monetary transactions executed via Stethiano are secured through our ring-fenced client escrow infrastructure. When a Customer approves a booking, funds are deposited into a dedicated safeguarding escrow ledger account.

Milestone Sign-Off Funds remain protected in escrow until the customer inspects and explicitly signs off on completed milestones or full job delivery.

7-Day Auto-Release Period Upon an artisan marking a job as "Complete", customers have seven (7) calendar days to inspect the workmanship or raise a dispute. If no dispute is filed, escrow is automatically disbursed to the artisan.

3. Customer Obligations

Customers agree to provide safe and unhindered access to the premises at the agreed booking time, accurately describe the work required, and communicate all specifications through Stethiano's integrated messaging system to maintain an immutable audit trail.

4. Artisan Vetting & Warranties

Artisans warrant that they possess all requisite trade licences, valid Public Liability Insurance of not less than £1,000,000 (recommended £2,000,000+), and perform all tasks with professional skill, care, and diligence in compliance with UK Building Regulations.

5. Disputes & Evidence-Based Mediation

If workmanship falls below reasonable professional standards or agreed specifications are breached, either party may trigger a formal Dispute via the platform.

Funds in escrow remain frozen immediately upon filing of a dispute.
Both parties have 48 hours to upload photographic evidence, timestamped messages, and reports.
Stethiano's independent dispute resolution officers evaluate submissions and issue binding determinations within 5 business days.

6. Cancellations & Refunds

Bookings cancelled more than 24 hours prior to the scheduled arrival time receive a 100% full refund from escrow. Cancellations under 24 hours may incur a callout compensation fee of up to £30 to compensate the artisan for reserved scheduling time.

7. Platform Fees & Regulated Payments

Customers pay a transparent 5% platform escrow guarantee fee at checkout. Artisans pay a 7.5% platform commission on completed jobs, excluding materials where itemized separately. Payment processing is facilitated via FCA-authorized Electronic Money Institutions.

Terms of Service & Escrow Guarantee