Terms of Service for Providers

1.1 These General Terms and Conditions (hereinafter the “Provider Terms”) apply to all natural or legal persons and partnerships with legal capacity who act in the exercise of their commercial or independent professional activity (hereinafter “Providers”) and who offer and sell services via the online platform operated by Frey Systems, owner Jonas Frey (hereinafter “FreyOne”) (frey-one.com, e-mail: info@frey-one.com).

1.2 It is technically impossible for the provider to upload or incorporate its own general terms and conditions onto the platform, and any such terms do not form part of the contract. Within the limits set by the system, the provider is free to determine for its services whether consumers are granted a right of withdrawal:

• Business customers (B2B): For customers acting as businesses, the statutory right of withdrawal is excluded. As soon as a customer selects “I’m booking as a business” during the booking process, enters the company name and confirms this, a document (notice on the exclusion of the right of withdrawal) is automatically attached for the customer, explaining that the right is excluded because the transaction is B2B.
• Consumers (B2C): For contracts with consumers, the provider selects in the service settings whether performance is to begin immediately or before the withdrawal period expires. Where the consumer waives their right of withdrawal to the extent permitted by law, the system ensures that the booking can only be completed after a corresponding checkbox (declaration of consent to the early expiry of the right) has been actively ticked. The provider is responsible for ensuring that the type of performance (service, goods, digital product) and the information on immediate performance are correct; FreyOne does not verify this information. If third-party claims arise against FreyOne from incorrect information, clause 8.4 applies.

1.3 FreyOne merely provides the technical infrastructure (platform) for brokering services and acts solely as an intermediary. FreyOne does not itself become a party to the service contracts concluded between the provider and the customer. The proper provision, handling and performance of the booked services lie exclusively within the direct relationship between the provider and the customer.

2.1 Only natural persons of full age with unrestricted legal capacity and legal persons whose registered office is in a country that FreyOne has approved for use are eligible to register as providers.

2.2 Full verification and activation of a provider account necessarily depend on the successful completion of three consecutive sub-steps:

• 1. Entering the business details: Complete entry of the business master data, contact details and the company address in the profile area.
• 2. Business verification: Submission of the required business documents (e.g. trade registration, extract from the commercial register) and their manual review by FreyOne.
• 3. Stripe Connect onboarding: Completion of the legally required identity verification (KYC process – “Know Your Customer”) of the natural persons behind the business (managing directors/beneficial owners) directly on the systems of the payment service provider Stripe Payments Europe, Ltd..
• Visibility and bookability: The provider profile and the services created are publicly visible from the first sub-step onwards. Bookings and quotes are only possible once all three sub-steps have been completed, in particular once FreyOne has approved the documents and the Stripe account is able to receive payments. Until then, the provider can set up its account in full and use all management functions. FreyOne sends e-mail reminders about an incomplete Stripe step; there is no deadline for completing it.

2.3 The provider undertakes to provide all required information truthfully and completely. Any subsequent change to master data (in particular name, company name, legal form, address, VAT identification number or tax number) must be entered in the profile without undue delay and evidenced by uploading business documents again. After the provider has submitted the change, the existing data remain active in the system until FreyOne has manually reviewed and approved the changes. Only after this approval are the new data displayed live on the platform.

2.4 Team access & allocation of roles: The main account holder may invite additional users to its account.

• Pro plan and above: Invitation of up to 5 team members with full access or read-only access to bookings (confirm, complete, request a rescheduling), calendar blocked times and chats. All other areas (including services, prices, business details, payouts, membership and team) remain reserved to the main account holder.
• Enterprise plan and above: In addition, one access for an external accountant or bookkeeper with read access to invoices, payouts and tax exports (CSV booking journal and PDF statements, and additionally in DATEV format for providers established in Germany). The account mapping in the export is a suggestion; it does not replace review by the provider’s accountant.
• Management: Team and accountant accesses are managed exclusively by the main account holder. The main account holder can require two-factor authentication for team members and reset it. If the main account holder deactivates an access, the access is deleted; the member’s login is only deleted if it was created with the invitation, while any account the member already had beforehand continues to exist. Messages the member wrote on behalf of the business are retained under the business’s name. The member and the main account holder are notified by e-mail. Team members cannot delete their own login.
• Activity log & liability: The system logs changes made by team members to bookings and calendar blocked times, as well as the inviting, changing, deactivating and resetting of accesses; logins are not logged. On the Enterprise plan, the main account holder can view this activity log; entries are deleted after 2 years. The main account holder is fully liable for all actions, bookings, data changes or deletions carried out on the platform by the team members or bookkeepers it has invited.

3.1 The provider may offer services, goods and digital products using the pricing types provided in the system, the payment processing for which is governed by clause 4:

• Fixed price (all plans; also multi-day, per day or as a flat rate)
• Hourly billing (all plans; billed according to the hours actually worked)
• Quantity (all plans; price per unit, e.g. person, item, square metre)
• Subscription (Pro and above; weekly or monthly billing, minimum term of no more than 24 months)
• On request / quote (Pro and above; clause 4.6)
• Rental/hire (Enterprise)

For each pricing type, the provider may define variants with their own name, final price and duration, a unit of quantity, add-ons and, optionally, a deposit (clause 5.4); the lowest final price is displayed as the “from” price. The provider also determines how the service is performed or handed over: services at the provider’s premises, at the customer’s premises, online or at a place agreed in the chat; goods by collection, delivery (with an optional delivery fee) or an agreed handover; digital products as a download or link. This information is shown to the customer; the customer does not select any of it. Where the provider offers performance at the customer’s premises or delivery alongside other options, the customer can choose “Come to my place” or “Have it delivered” when booking; only then is the service performed or the item delivered at the customer’s address, otherwise both parties agree on the place in the booking chat. For services at the customer’s premises, the provider may set a fixed travel flat fee. Finally, the provider determines how the customer books: with a free time slot from the provider’s calendar, with a preferred date only (the time is agreed in the booking chat), or without an appointment with an optional delivery deadline (clause 4.3); digital products are always booked without an appointment. The customer sees all price components before payment; what was booked is recorded with the booking, and later changes to the service apply only to new bookings.

3.2 Offering, advertising or performing services with pornographic, sexually explicit, discriminatory content, content harmful to minors or content contrary to public morals (adult services) is strictly prohibited.

3.3 Integrated customer chat: The system provides a proprietary, encrypted chat for communication. The chat can be written in for as long as a booking with the customer is in progress or a claim relating to a completed booking is outstanding; thereafter it remains readable until a new booking reopens it. The provider is prohibited from using the chat to divert customers outside the FreyOne ecosystem. Sharing external web links, telephone numbers, e-mail addresses or other contact details in the chat is prohibited. FreyOne stores the messages in encrypted form; support reads them only where there is a reason to do so (a support ticket, a party’s request for assistance in the chat, an ongoing chargeback case, a reported review) and logs every access. If support is asked into the chat, “FreyOne Support” takes part in the chat as a third party until the support ticket is closed. FreyOne accepts no liability for the content exchanged between the parties.

3.4 Media and copyright: The provider bears sole legal responsibility for all media (images, graphics, logos, videos) that it uploads in its service descriptions or quotes or as a profile picture/logo. The provider warrants that these media are free from third-party rights. In the event of infringements (in particular copyright infringements or impermissible image content), the provider is itself fully liable.

3.5 Public live view & marketing: The provider profile has a public URL that can be viewed without logging in to the platform (“live view”). The provider is entitled to share this URL and the QR codes generated by the system for its own marketing purposes. The provider alone is responsible for ensuring that the mandatory information visible in this live view (e.g. correct business address, tax numbers, small business status under § 19 UStG (German VAT Act)) complies with the statutory requirements. If no data have been entered, the view remains empty by default.

3.6 Ranking in search: Search results only include verified, active and non-blocked providers whose services match the customer’s search term, category and filters (e.g. minimum rating, price). By default, results are sorted by average rating in descending order; where ratings are equal, providers with more reviews are listed first, followed by alphabetical order. If a location is given, results can be sorted by distance; alternatively, new providers can be shown first. The plan and payments to FreyOne do not affect the ranking; there are no paid placements. A provider who has blocked a customer is not shown to that customer.

3.7 Blocking customers: The provider can block individual customers from making new bookings and accepting quotes (on all plans). The provider must continue to perform existing bookings in accordance with the contract or cancel them in accordance with clause 7.

FreyOne maps the technical payment processing onto a three-tier transaction model. The fee structure differs between the initial payment and all subsequent in-platform transactions:

4.1 The three-payment-type system

• Payment type 1: Base model (one-off payment / base amount): The standard model for fixed-price services. The customer pays the agreed base amount at checkout (supermarket checkout principle); if the service date is more than 14 days in the future, the amount is charged 14 days beforehand (21 days beforehand for SEPA Direct Debit) (clause 5.2).
• Payment type 2: Hourly model (hourly billing with estimate / remaining payment): The booking is initially based on an estimate of time (base amount) as cost information for the user. After the service has actually been performed, the provider enters the exact working time in the system. Any resulting additional work leads to a claim for a remaining payment (second transaction).
  • Consent: If the customer actively confirms the additional work, the difference is collected.
  • Expiry of the deadline (silence): If the customer neither objects to the working time entered within 4 days of its entry nor actively confirms it, the working time is automatically deemed approved. The booking is marked as completed once the 4 days have elapsed, and the difference is released by the system for payout to the real bank account. The actual transfer then takes place in accordance with the selected payout schedule (clause 5.5).
  • Objection (rejection): If, within the 4-day period, the customer actively rejects the additional work entered by using the system’s rejection button and confirming the integrated security pop-up, the automatic collection is blocked. For the time being, no payout of the difference takes place via the platform.
  • Materials and expenses: The provider can add materials and expenses retrospectively for any pricing type; outside hourly billing, they are only collected with the customer’s express consent (clause 4.2a of the User Terms).
• Payment type 3: Special and damage payments (correction payment): For special cases in which the provider has demonstrably suffered damage, the provider may, after the service has been performed, demand a subsequent damage claim (third transaction). This function is only available if the provider has set up a deposit for the service in the system. The collection of this correction payment is strictly capped at the amount of the deposit set up. Greater damage exceeding the deposit amount cannot be handled via the platform and must be settled by the parties on their own responsibility outside the system. The customer also has a pop-up-protected rejection button in the system for this payment type.

4.2 Booking status and dispute resolution in the event of conflicts

If the customer objects under payment type 2 (additional work), the system places the booking in the status “Dispute resolution”. If the customer rejects a damage claim against the deposit (payment type 3), nothing is collected and the claim ends; the provider settles it directly with the customer (clause 5.4).

• Partial payout of the base amount: To protect the provider financially, the money from the initial payment already successfully collected (base amount / payment type 1) is released immediately for payout to the provider’s real bank account. The disputed difference is not collected until the dispute resolution procedure has ended.
• Restriction on payouts to the real bank account: Amounts that are still in transfer or are disputed remain blocked on the provider’s in-platform Stripe account. The final release and transfer of these amounts from the provider’s Stripe account to the real bank account it has registered (payout) strictly requires that the associated booking has reached the status “Completed” in the system or that support has granted a manually established special status in the course of dispute resolution.
• Support intervention & chat rights: The linked chat window remains actively open in the status “Dispute resolution”. If one of the parties opens a support ticket or asks support into the chat, FreyOne has the right, on the basis of legitimate interest (Art. 6(1)(f) GDPR), to join the chat and view the messages in order to assist in resolving the matter. The final resolution of the dispute over the outstanding amount takes place outside the platform. As soon as an agreement has been reached or the procedure has been concluded externally, a FreyOne support agent manually sets the booking to the status “Completed” and executes the remaining system event (collection, partial collection or final notice “Correction booking rejected” in the chat’s event log).

4.3 Calendar module, appointment booking & rescheduling flow

The system provides a calendar module for managing working hours, one-off and recurring blocked times (e.g. holidays) and daily booking limits.

• Interfaces & sync: Providers can connect external calendar systems (e.g. Google Calendar, Outlook, iCloud) via an interface. FreyOne accesses these calendars, reading and writing, solely in order to enter booked slots, update them when times change, delete them on cancellation, or read times already blocked in the private calendar (free/busy only, without titles) so that the corresponding booking slots on FreyOne are automatically marked as blocked. Calendar sync is available from the Pro plan; in addition, the provider can subscribe to its bookings via a personal iCal link. No further access to private appointment content takes place.
• Booking lead time: Bookings can be made no more than two years (730 days) in advance. Within this limit, the provider can set a shorter maximum lead time in the service settings.
• Bookings without an appointment: For services without an appointment, the booking is dated to the day of booking and charged at the time of booking; it does not occupy any time in the calendar, is not entered in connected calendars and cannot be rescheduled. The provider delivers within the delivery deadline it has specified (without a deadline: at the time agreed in the booking chat) and then marks the booking as “Delivered”; it cannot complete the booking before doing so. The customer confirms delivery or gets in touch in the booking chat; if there is no response within 4 days, the booking is completed. On the last day of the delivery deadline, the system reminds the provider. If the deadline has expired without the delivery being marked as “Delivered”, the customer may cancel the booking free of charge; this counts as a cancellation by the provider (clauses 7.1 and 7.2).
• Integrated rescheduling flow: Where configured accordingly in the service wizard, customers can book free time slots directly. If a provider subsequently has to move a booked appointment, the system offers, in addition to full cancellation, an integrated rescheduling flow: the provider can ask the user via the system for a new appointment. The customer can then select a new available time slot directly in the same booking window without the booking having to be cancelled.

4.4 Reviews & ratings and protection against abuse

A provider receives reviews (1–5 stars and a free-text description) exclusively via an automated system flow that is unlocked for customers after a booking has been marked as completed via the platform. The provider can filter and read these reviews but has no direct technical means of changing or deleting them itself. Until the first successful completed booking, the rating is shown by default as 0.0 stars and 0 bookings.

• Protection against reviews damaging the business: Where a review is demonstrably unlawful, insulting or damaging to the business (in particular untrue statements of fact), the provider can report the review to FreyOne using the “Report” function. FreyOne reviews the underlying booking and the chat history and may hide or delete the review; the provider and the author are informed of the decision. A report alone does not hide a review. The provider may likewise report a customer in relation to a booking.

4.5 Fee structure for multiple payments

While the regular plan rates apply to the initial payment (base amount), additional processing and system fees are charged for each further in-platform subsequent transaction within the same booking (e.g. an approved remaining payment under the hourly model or a deposit retention for damage claims). For each additional transaction, these amount to 1% of the amount collected, but at least €2.50 (whichever is higher). The rates depend on the membership status and can be viewed on frey-one.com.

4.6 Invoice and quote editor

• All plans: Invoices to customers are automatically created and sent in the provider’s name (clause 9.2); on the Free plan, the provider can choose a template.
• Pro plan and above: In addition, freely designable invoice templates (editor) and the creation of quotes for individual requests (“on request”), which the provider sends to the respective customer directly via the platform. The selected invoice template is also used for quotes. The provider responds to a request within 48 hours; the system reminds the provider after 24 hours and a final time no later than 6 hours before the deadline expires (with 48 hours, after 42 hours). Thereafter the request lapses. The provider can withdraw a quote as long as it has not been accepted, or decline a request. A quote can only be accepted once. If the customer does not pay for an accepted quote within 3 days, the booking lapses, the appointment becomes available again and both parties are notified. The VAT in the quote is determined by the provider’s tax details and also applies to the resulting booking.

5.1 All payments by customers are processed via the payment service provider Stripe and credited to the provider’s Stripe Connect account, less FreyOne’s transaction-based platform fees as shown on frey-one.com.

5.2 Platform trust model & risk protection: To protect the platform ecosystem and to avoid the platform making advance payments, all transactions are subject to a strict trust principle. Irrespective of whether a payment is a full initial payment (payment type 1) or a down payment, all amounts paid by the customer initially remain blocked from disposal on the provider’s in-platform Stripe account after collection. A release and payout of these amounts from the in-platform Stripe account to the provider’s real, external bank account is in principle only possible after the service has been fully and successfully provided and the system has activated the status “Completed” (or after release of the undisputed base split in the status “Dispute resolution” in accordance with clause 4.2). The provider expressly agrees to this trust model; any claim to an early transfer to its real bank account during an active booking that has not yet ended is excluded. Owing to the requirements of the payment service provider Stripe, amounts can be blocked on the provider’s Stripe account for no more than 90 days. Bookings with a service date more than 14 days after the booking are therefore only charged 14 days before the service date (21 days beforehand for SEPA Direct Debit).

5.3 Strict risk protection for down payments: FreyOne offers the option of agreeing a down payment for services. If the provider selects this option when creating the service, the corresponding down payment is collected at the time specified in clause 5.2 (on booking or 14 days before the service date, 21 days beforehand for SEPA Direct Debit). In order to eliminate entirely the financial risk for FreyOne in the event of justified cancellations or statutory withdrawals by the customer, the down payment remains blocked in the Stripe Connect account from payout to the provider’s real bank account. The final payout of any amounts (down payments and remaining amounts) to the provider’s external bank account is in principle only possible after the entire service has been fully and successfully provided and confirmed by the system (“Completed” status). An early payout to the real bank account during an active booking that has not yet ended, or in the unresolved status “Dispute resolution”, is excluded. This block does not apply to recurring payments from subscription models: every subscription invoice successfully paid and collected is deemed released by the system immediately and is forwarded to the provider’s real bank account in accordance with the selected payout schedule (clause 5.5).

5.4 Deposit mechanism: Where a deposit is provided for a service, FreyOne merely provides the technical infrastructure to collect a damage claim from the customer’s saved payment method. Nothing is reserved; all payment methods offered at checkout are possible, and anyone paying with a payment method that cannot be charged again (e.g. Klarna) provides a card or a SEPA Direct Debit mandate for the deposit. Within 3 days of the end of the service, the provider may assert a claim up to the maximum amount of the deposit as part of the damage and correction payment (payment type 3). If the provider reports nothing within this period, the deposit lapses; damage discovered later must be settled outside the platform. The customer can confirm or reject the claim within 4 days; if the customer remains silent, the claim is deemed approved and is debited from the customer’s saved payment method; if the customer rejects it, nothing is debited and the claim ends; the provider settles it directly with the customer. FreyOne does not decide on the claim. If the debit fails, the customer can pay the amount in their booking within 7 days. Thereafter, FreyOne takes no further action; the provider and the customer settle the amount directly with each other. The legal justification for this lies solely with the provider in its direct relationship with the customer. FreyOne carries out no legal review and is released from any liability.

5.5 Payout schedule & minimum payout amount: The payout of released amounts from the provider’s in-platform Stripe account to the real bank account it has registered takes place once a week, on Tuesdays. Providers with an Enterprise membership can switch to daily payouts in their dashboard. Irrespective of the selected schedule, payouts to the real bank account are only triggered once a minimum payout amount of €50.00 (in words: fifty euros) has been reached. Balances below this amount remain on the provider’s Stripe account until the minimum threshold is reached.

6.1 The fees and commissions payable for the brokering and use of the platform depend on the membership plan chosen by the provider (Free, Pro or Enterprise). The current terms and plans can be viewed by the provider at any time on the official pages of frey-one.com. At the beginning of each month, provided that payments were made in the previous month, the provider receives by e-mail a monthly statement and the consolidated invoice for the fees of the previous month; both are available under “Invoices” → “From FreyOne”. The membership is billed separately.

6.2 Paid memberships (Pro / Enterprise) can be taken out with a monthly or annual term.

• Cancellation: Any membership can be cancelled at any time on the membership page, including during a payment default. A monthly membership ends at the end of the current billing month, an annual membership at the end of the paid year. Until then, all functions of the plan remain available; a cancellation can be withdrawn until then.
• Annual membership: Is concluded for one year. If it is not cancelled, it then continues on a monthly basis and can then be cancelled with effect from the end of the respective billing month.
• Changing plans: A change to a higher plan takes effect immediately; the provider pays the pro rata difference for the remainder of the current period. A change to a lower plan is only possible with effect from the end of the paid period: the provider cancels the membership and selects the new plan after it has ended; during the first year of an annual membership, no downgrade is possible.

6.3 Since the membership contract between FreyOne and the provider is concluded in a purely B2B relationship (between businesses), there is no statutory right of withdrawal for these membership plans. Management and cancellation take place directly via the in-platform membership page (frey-one.com).

7.1 If the provider cancels a binding booking, the customer receives a 100% refund of the amount already paid; if the amount has not yet been charged, the scheduled charge is dropped. The same applies if the customer cancels within the statutory withdrawal period of 14 days from conclusion of the contract. If the customer cancels a booking without an appointment after its delivery deadline has expired without the provider having marked the delivery as “Delivered” (clause 4.3), this counts as a cancellation by the provider. If the customer cancels after this period has expired, or if there is no right of withdrawal for the booking (clause 2.2 of the User Terms), there is no entitlement to a refund; a charge not yet carried out is carried out as scheduled, the booking is settled like a booking that has been performed, and the cancellation fee under clause 7.2 does not apply.

7.2 To cover the system and administrative costs incurred by FreyOne and, where applicable, the external costs of the payment service provider (Stripe transaction fees), FreyOne invoices the provider a cancellation fee for each cancelled booking – irrespective of whether the cancellation is made by the customer or by the provider. If the customer’s payment had already been collected at the time of cancellation, the fee amounts to 1% of the booking volume, but at least €2.50. If no payment had yet been collected at the time of cancellation, the fee is a flat €2.50. FreyOne primarily offsets this fee against any existing balance on the provider’s Stripe Connect account or flags it in the system for offsetting against the provider’s next successful booking. The platform fees for the cancelled booking are not charged to the provider. No fee is charged for bookings that were not yet binding (checkout not completed) or for cancellations by FreyOne support; if FreyOne blocks the provider (clause 10.1), the fee applies as in the case of a cancellation by the provider. Any amount that cannot be offset against the available balance is offset as an outstanding amount against later payouts; the Stripe account is not put into a negative balance for this purpose.

7.3 Customer payment default: If the scheduled charge cannot be carried out and the customer does not settle the amount by three days before the service date, FreyOne cancels the booking. The provider is informed of this; the cancellation fee under clause 7.2 applies. If the customer cancelled after the withdrawal period expired (clause 7.1) and the amount has still not been paid on the service date, FreyOne does not send the customer payment reminders; the provider contacts the customer directly.

8.1 FreyOne is liable without limitation for damage resulting from injury to life, body or health based on an intentional or negligent breach of duty by FreyOne or its vicarious agents, and in cases of intent and gross negligence.

8.2 In all other respects, FreyOne’s liability for slight negligence is excluded unless an essential contractual obligation (cardinal obligation) is breached, the fulfilment of which is a prerequisite for the proper performance of the contract in the first place and on whose fulfilment the other party may regularly rely. In this case, liability is limited to the foreseeable damage typical for the contract.

8.3 FreyOne is not liable for the proper performance of the provider’s services or for damage arising in the course of providing the service in the relationship between the provider and the customer.

8.4 Extended indemnity claim: The provider shall fully indemnify FreyOne, upon first demand, against all third-party claims (in particular from customers, rights holders or authorities) asserted against FreyOne on account of a breach of the provider’s contractual or statutory obligations. This includes in particular claims based on defective or failed performance, incorrect tax information, unlawful or copyright-infringing content in uploaded media (images, videos, logos) and impermissible or abusive content in the customer chat. The indemnity also covers the reasonable costs of legal defence.

9.1 For the general platform relationship (processing of booking data, customer contact details, chat content, account data), FreyOne and the provider act as separate, independent controllers within the meaning of the GDPR. Each party is itself responsible for fulfilling its own data protection obligations towards the customer. The privacy policy at frey-one.com applies in addition. Via the “Privacy” section on frey-one.com, the user can also request a GDPR data export at any time. To prevent abuse, a further export is possible again after a period of 30 days.

9.2 Data processing agreement (DPA) under Art. 28 GDPR: FreyOne automatically creates and sends the legally required customer invoice in the name and for the account of the provider, using the tax and invoice data entered by the provider. For this narrowly limited ancillary activity, FreyOne acts as a processor within the meaning of Art. 28 GDPR. The following terms apply in accordance with Art. 28(3) GDPR:

• Subject matter and duration: Creation and electronic dispatch of customer invoices for the provider’s bookings made via the platform, for the duration of the active provider account.
• Nature and purpose of the processing: Collection of booking data in order to create and send the service invoice so as to fulfil the provider’s obligations under tax law.
• Categories of data subjects and types of data: The provider’s customers; name, address, e-mail address, booked service items, invoice amounts, tax rates.
• FreyOne’s obligations: FreyOne maintains the confidentiality of the data. FreyOne engages the following sub-processors: Hetzner Online GmbH (storage and generation of the invoice PDF, Germany), Cloudflare Inc. (network and file storage under EU jurisdiction) and Resend Labs Inc. (e-mail delivery via the EU region Ireland, company based in the USA). FreyOne informs the provider in advance about new sub-processors; the provider may object.
• Statutory retention obligation: After the business relationship has ended, the invoice data are not deleted but, owing to FreyOne’s statutory obligations under tax law (§ 147 of the German Fiscal Code (Abgabenordnung, AO)), are kept blocked in the system for a period of 10 years. After this 10-year period has expired, they are deleted.
• Consent: By accepting these Provider Terms, the parties agree to this data processing agreement with legally binding effect. No separate DPA document is required.

9.3 Mandatory information on the customer invoice: FreyOne creates the invoice using the information entered by the provider (name, address, tax number or VAT identification number/UID, small business (Kleinunternehmer) status, tax rate of the service) and adds the invoice number, date of issue, the booked items and, as the date of supply, the booked appointment or service period. The provider alone is responsible for the accuracy of the tax information and of the selected tax rate. FreyOne does not currently create special invoices for supplies to businesses in another country (reverse charge); the provider is itself responsible for the correct tax treatment of such supplies. As long as the provider’s tax details are incomplete, FreyOne makes no payouts to the provider; until then, the balance remains on the provider’s Stripe account.

10.1 FreyOne is entitled to block the provider account temporarily or permanently if there is good cause. Good cause exists in particular in the event of breaches of the prohibition on adult services (clause 3.2), external poaching of customers (clause 3.3), infringement of media rights (clause 3.4) or default in payment of membership fees.

• Consequences of a block: If FreyOne blocks a provider, all open bookings are cancelled and the customers are refunded in full; the cancellation fee under clause 7.2 is charged for each booking. New bookings and quotes are no longer possible.
• Legal consequence of payment default: If the provider is in default with membership fees that are due (Pro/Enterprise) (e.g. owing to insufficient funds on the registered payment method), the contract continues as normal. FreyOne initiates a dunning procedure. The provider is obliged to ensure sufficient funds and bears all return debit and reminder costs arising from the default. If payment is still not made after the dunning procedure has been completed (repeated collection attempts and payment reminders), the membership ends and the provider account is downgraded to the Free plan. Data of plan-dependent functions are retained but locked until a renewed upgrade. The outstanding membership fees remain owed. Until Stripe ends the membership, the plan and fee rate remain in place.
• Chargeback or return debit of a membership fee: If the provider reverses a membership fee (card chargeback or SEPA return debit), the functions of the plan are paused immediately until the amount has been paid or the payment dispute has been decided in FreyOne’s favour. The amount is due immediately and is subject to up to three payment reminders. If it remains outstanding after the last reminder, FreyOne may, after the deadline stated therein, block the account for new bookings and later end the membership.
• Chargebacks by customers: If a customer reverses a payment (card chargeback or SEPA return debit), FreyOne automatically recovers the share already transferred to the provider from the provider’s Stripe account, insofar as the balance is sufficient; FreyOne offsets the remainder as an outstanding amount against future payouts. If a payment dispute is decided in the provider’s favour, the provider receives the recovered amount back. FreyOne notifies the provider of the case, accepts its evidence and submits it to Stripe. FreyOne does not send payment reminders for the amount; the provider contacts the customer directly. The provider’s contractual claims against the customer remain unaffected.

10.2 Administrative handling of account deactivation (closure)

The provider can close its provider profile or delete its entire FreyOne account. Closing the business profile or deleting the account is not possible as long as there are outstanding claims, payment disputes or disputed cases (e.g. outstanding additional charges or deposit claims, a remaining payment not yet paid, or a chargeback or membership case not yet decided). Upcoming bookings do not prevent closure – they are cancelled in the process (see below); deleting the account, by contrast, is only possible once no bookings remain open. A complete, immediate deletion of data does not take place owing to statutory retention obligations for business data under tax and commercial law. On deactivation, the system carries out the following automated steps:

• Immediate platform clean-up: All services, quotes, images, logos and the public live view (including QR codes) are no longer visible to third parties and search engines with immediate effect. Services that have already been booked are retained in archived form, because bookings and invoices refer to them; open quote requests end.
• Cancellation of bookings & liability for refunds: All of the provider’s bookings that have not yet started at the time of deactivation are immediately terminated by the system and the customers receive a 100% refund of the amount already paid; bookings not yet charged are cancelled without being charged. The cancellation fee under clause 7.2 is charged for each cancelled booking (€2.50 if no payment has yet been collected, otherwise 1% of the booking volume, at least €2.50). The refunds required for this are deducted directly from the remaining balance of the provider’s in-platform Stripe account. If this balance is insufficient, FreyOne invoices the provider separately for the difference.
• Payout of the remaining balance (forced payout): Any remaining balance of the provider that has been lawfully earned and is undisputed does not permanently block closure. On deactivation, the system triggers the final payout; in addition, on the 1st of the following month the provider receives by e-mail a final statement, which is also available under “Invoices” → “From FreyOne”. The remaining free balance is transferred, bypassing the minimum payout amount, within a period of 14 days (2 weeks) to the provider’s real bank account registered with Stripe Connect, as soon as all ongoing services and any chargeback periods have been settled. The safety period is 90 days (56 days if the account has only processed SEPA Direct Debits) after the last service or payment; ongoing payment disputes extend it.
• Blocking of master data (archive): Personal and business-related master data (such as name, company address, tax number, VAT identification number, invoice data and booking logs) remain blocked in the system for purely administrative purposes and inaccessible to third parties in order to comply with the statutory retention periods (§ 147 AO).
• Final deletion: After the statutory retention obligation under tax law of 10 years has expired (calculated from the end of the calendar year in which the account was deactivated), the archived data are deleted.
• Manual invoicing by support: For all system and cancellation costs (in accordance with clause 7.2) incurred as a result of the early deactivation and the cancellation of active bookings, FreyOne support manually issues an external invoice to the user. This is delivered by e-mail and, in the event of non-payment, followed up with payment reminders.

FreyOne reserves the right to amend or adapt these Provider Terms where necessary. Amendments are not made effective by the mere expiry of a period, but via an express consent procedure (opt-in): in the case of material changes, a blocking pop-up window is displayed to the provider on the user interface directly after the next login, providing the new text of the terms. The provider must actively consent to the amended terms (“Accept new terms”) in order to be able to create or activate new services and receive new bookings. If the provider rejects the new terms, it cannot create or activate new services and receives no new bookings. It can still view its data, handle ongoing bookings, use the chat, export data and close its profile or delete its account. Purely editorial changes with no effect on rights and obligations take effect without consent.

12.1 Contracts between FreyOne and the provider are governed by the law of the Federal Republic of Germany, excluding the UN Convention on Contracts for the International Sale of Goods (CISG).

12.2 The exclusive place of jurisdiction for all disputes arising out of or in connection with this contract is the registered place of business of Frey Systems (64367 Mühltal, Germany).

12.3 Amendments or additions to these terms and any collateral agreements must be made in text form (e.g. e-mail). Oral agreements or arrangements made with support by chat or telephone are invalid and do not acquire contractual validity unless they are confirmed in digital or analogue form by FreyOne’s management.

12.4 (Severability clause): Should individual provisions of this contract be or become invalid or unenforceable after conclusion of the contract, the validity of the remainder of the contract shall remain unaffected. The invalid clause shall be replaced by a legally permissible provision that comes closest to the original economic and legal purpose of the contracting parties.