Last Updated: 13 September 2026
These Customer Terms of Service (“Terms”) govern your use of Rahmah Connect as a customer. Please read them carefully before creating an account or making a booking.
Rahmah Connect is operated by: Rahmah Connect Ltd Company number: 17403477 Registered office: 71–75 Shelton Street Covent Garden London WC2H 9JQ United Kingdom Website: rahmahconnect.com General enquiries: info@rahmahconnect.com Customer support: support@rahmahconnect.com In these Terms, “Rahmah Connect”, “Rahmah”, “we”, “us” and “our” mean Rahmah Connect Ltd. “Customer”, “you” and “your” mean the person using Rahmah Connect to search for, request or book a service. “Provider” means an independent person or business offering services through Rahmah Connect.
Rahmah Connect operates an online marketplace that helps customers discover, communicate with and book independent service providers. Our initial service categories include:
We may introduce, remove, suspend or change service categories as the platform develops. Rahmah Connect does not itself provide the services advertised by independent Providers unless we expressly state otherwise. When a Provider accepts your booking, the contract for the performance of that service is generally between you and the Provider. Rahmah Connect provides the marketplace and supporting services, which may include searching, booking, payment processing, communications, verification features, reviews, customer support and dispute-management facilities.
Providers using Rahmah Connect are independent service providers. Unless expressly stated otherwise, Providers are not employees, workers, partners, agents or representatives of Rahmah Connect. Providers are responsible for performing their services and for complying with applicable legal, professional, licensing, registration, insurance, food-safety and other requirements relevant to the service they provide. Rahmah Connect may establish marketplace standards, verification requirements and rules without this making a Provider an employee or agent of Rahmah Connect.
To create a Customer account, you must:
Rahmah Connect is initially intended for use in the United Kingdom. You may sometimes make a booking for another person, such as a relative, provided you have authority to do so and provide accurate and appropriate information.
You are responsible for:
You must not:
You should contact support@rahmahconnect.com if you suspect unauthorised access.
Rahmah Connect may carry out or facilitate checks on Providers. Depending upon the service, these may include:
Not every Provider will undergo every type of check. Where available, Provider profiles may display verification indicators explaining which checks have been completed. A verification badge means that the relevant verification process was completed based on information available at the time. It does not guarantee a Provider's future conduct, suitability for every customer or the quality of every service. Customers should review the Provider's profile and make reasonable decisions based on their individual requirements.
The platform will normally display information such as:
You should check this information carefully before confirming. A booking is not necessarily accepted simply because you submit a request. A service contract is formed when the booking is accepted in accordance with the booking process shown on the platform. We will provide appropriate booking confirmation electronically.
Providers may determine their own service prices subject to Rahmah Connect's marketplace rules. Prices may vary between Providers, services, locations and times. The applicable price will be displayed before you commit to the booking.
Rahmah Connect may charge Customers a separate service/platform fee for use of the marketplace. The amount or percentage may change from time to time. We may also:
Any mandatory Customer fee applicable to a booking will be disclosed before you confirm and pay for that booking. Changing our general fee structure will not retrospectively increase the fee on a booking you have already confirmed. This structure gives Rahmah flexibility to launch with no Customer fee and introduce one later, without concealing charges from users. UK online-selling rules require key price information to be made clear before a customer commits to payment.
Rahmah Connect expects to use Stripe and Stripe Connect to facilitate online payments. When you make an online payment, you may also be subject to relevant terms and privacy arrangements of the payment provider. Rahmah Connect does not intend to store full payment-card details where these are collected directly by the payment processor.
When a Provider completes a service, the Provider may mark the booking as completed. Where the Customer has not already confirmed completion, Rahmah Connect will prompt the Customer to:
You will normally have 48 hours after the Provider marks the booking completed to raise a genuine issue through Rahmah Connect. If you confirm completion, the relevant Provider payment may be released. If you do not respond within 48 hours and no dispute or other issue has been raised, Rahmah Connect may automatically treat the booking as completed and release the Provider's payment. This does not remove any statutory rights that cannot legally be excluded.
If you genuinely believe:
you should report it through Rahmah Connect as soon as reasonably possible, preferably within the 48-hour completion window. Rahmah Connect may temporarily pause a Provider payout while investigating a genuine dispute. We may ask both parties for evidence, including:
We may facilitate a resolution, refund or adjustment where appropriate. Nothing in this process prevents either party exercising legal rights they may have independently.
Certain bookings may allow a payment method outside the normal online payment flow. Offline payment is permitted only where Rahmah Connect has enabled or authorised it for the relevant booking/user. An authorised offline payment does not make the booking an off-platform booking. The booking remains subject to these Terms and Rahmah Connect's applicable marketplace rules. Customers and Providers must not falsely describe a booking as cancelled, unpaid or otherwise incomplete in order to avoid platform fees. Rahmah Connect may disable offline payments generally or for particular accounts.
The cancellation terms applicable to a booking should be displayed before booking where appropriate. Our standard policy is intended to operate broadly as follows. More than 48 hours before the service Normally: Full refund. Between 24 and 48 hours before the service A cancellation charge may apply. Any applicable charge should be disclosed through the booking process and must be reasonable having regard to circumstances such as costs already incurred and loss resulting from the cancellation. Less than 24 hours before the service A cancellation charge of up to 50% of the relevant service price may ordinarily apply, subject to applicable law, the circumstances and the losses resulting from the cancellation. Provider has attended / Customer no-show Where the Provider:
but the Customer is unavailable or refuses the service without an applicable right to cancel, up to the full service price may become payable, subject to applicable law and the circumstances. Cancellation charges are not intended to operate as penalties. Rahmah Connect and Providers must not recover more than is fairly and lawfully due. Current CMA guidance says cancellation charges should represent a reasonable estimate of direct loss and that reasonable steps should be taken to mitigate losses.
The cancellation policy above operates subject to your statutory consumer rights. Some online service contracts may carry statutory cancellation rights, including a cooling-off period. Where you request that a service starts during an applicable statutory cancellation period, the platform may ask you to expressly request early performance and acknowledge the consequences for your cancellation rights. Where a service has begun during a statutory cancellation period at your express request and you subsequently exercise a statutory right to cancel, you may be required to pay a proportionate amount for service properly supplied before cancellation where the law permits. Where a service has been fully performed following the necessary express request/acknowledgement, statutory cancellation rights may end where the legal conditions are satisfied. Government guidance confirms that online businesses need to explain cancellation rights and, where services begin within a cooling-off period, obtain the appropriate request/acknowledgement. Nothing in these Terms reduces statutory rights available to you under consumer law.
We recognise that emergencies happen. Rahmah Connect may consider exceptional circumstances when administering a cancellation charge, including appropriate evidence where reasonably requested. Depending upon the circumstances, we may facilitate:
Any discretion will be exercised reasonably and does not guarantee a refund in every circumstance.
If the Provider cancels before the service is provided, you will normally be entitled to: a full refund of amounts paid for the cancelled service, including the Rahmah Connect Customer fee attributable to that booking. Where practical, we may also offer you the opportunity to book another suitable Provider. You are not required to accept a replacement. Repeated or inappropriate Provider cancellations may be dealt with separately under our Provider Terms.
If a Provider fails to attend and has not agreed an alternative arrangement with you:
Reasonable delays should be distinguished from a genuine no-show.
If the Provider attends but cannot access the service location or contact you, the Provider should make reasonable attempts to contact you. As an operational guideline, Providers may ordinarily be expected to wait approximately:
unless circumstances make that unreasonable or the parties agree otherwise. The booking may then be treated as a customer no-show. A cancellation/no-show charge of up to the full-service price may apply in accordance with section 14.
Companionship and Home Help may include appropriate non-regulated assistance agreed with the Provider. A listing under these categories does not by itself mean that Rahmah Connect or the Provider is offering regulated personal care, nursing, medical treatment or emergency services. Providers must not perform activities requiring professional registration, regulatory approval or other authorisation unless they are appropriately authorised to do so. Customers must not use ordinary Rahmah Connect services as a substitute for emergency, medical or other professional assistance where such assistance is required.
Meal Preparation may include: In-home preparation — a Provider preparing meals at the Customer's premises; and/or Off-site preparation — where an appropriately eligible Provider prepares food at another premises for supply to a Customer. Providers offering food prepared for supply from their own or another premises are responsible for complying with applicable food-business registration, hygiene, food-safety, allergen and other legal requirements. Rahmah Connect may require additional verification before permitting off-site Meal Preparation services.
Customers are responsible for clearly communicating relevant allergies, intolerances and dietary requirements before a Meal Preparation service begins. Providers are responsible for taking reasonable care with information communicated to them and complying with applicable food-information and allergen requirements. If you have a severe allergy or medical dietary requirement, you should discuss this directly with the Provider before proceeding. Rahmah Connect cannot guarantee an allergen-free environment or that cross-contamination will never occur. Nothing in this section excludes responsibility where liability cannot lawfully be excluded.
Rahmah Connect is not an emergency service. If you or another person is in immediate danger or requires urgent medical assistance, contact the appropriate emergency service rather than relying on the Rahmah Connect platform.
You must treat Providers, Rahmah staff and other users appropriately. You must not engage in:
Providers are subject to corresponding conduct requirements. Serious safety concerns may result in immediate account restrictions while we investigate.
Users must report serious safeguarding concerns to Rahmah Connect as soon as reasonably practicable. Where we reasonably believe someone may be at serious risk, we may take appropriate action, which can include:
Rahmah Connect invests in attracting users, developing the marketplace, verifying Providers, operating booking and payment infrastructure and supporting transactions. You must not deliberately use Rahmah Connect to identify or meet a Provider and then arrange substantially similar services outside Rahmah Connect for the purpose of improperly avoiding applicable Rahmah Connect fees or marketplace rules. Prohibited circumvention may include:
What is NOT prohibited It is not circumvention where:
Rahmah Connect may investigate suspected circumvention and, where reasonably justified:
We do not impose an arbitrary fixed “fine” merely for exchanging contact details. This clause is intended to protect genuine platform transactions, not prevent lawful relationships unreasonably.
Rahmah Connect aims to maintain a genuine review system. Generally, only a Customer associated with an eligible genuine booking may review the Provider for that booking. You must not:
Rahmah Connect may moderate or remove reviews that breach our rules or applicable law. We will not remove a genuine negative review simply because it is negative.
Rahmah Connect has a social-impact commitment through Rahmah Impact. Rahmah Connect currently intends to allocate an amount equal to: 2.5% of the service/platform fees paid by Customers to Rahmah Connect to Rahmah Impact. For clarity, this is not 2.5% of the Provider's entire service price. For example, if a service costs £100 and the Customer pays Rahmah Connect a separate £5 Customer service fee, the Rahmah Impact allocation attributable to that Customer fee would be 12.5p. If Rahmah charges the Customer £0 service fee because of a promotion, there may be no Customer service fee from which a 2.5% allocation arises for that booking.
At present, Rahmah Impact is an initiative of Rahmah Connect Ltd. It is not a separately registered charity. Amounts allocated through the initiative may be used by Rahmah Connect to support selected charitable, welfare or community projects and initiatives in accordance with the Rahmah Impact mission. If a separate charity is established in the future, these Terms and relevant public information will be updated as appropriate. We will not represent Rahmah Impact as a registered charity unless and until that is legally the case.
The Provider is responsible for performing the booked service with the care and skill required by applicable law and the agreement between you and the Provider. If something goes wrong, report the issue promptly through Rahmah Connect. We may assist in communications and dispute resolution. Our involvement in resolving a dispute does not necessarily mean Rahmah Connect accepts responsibility for the Provider's acts or omissions.
Providers are responsible for their own acts and omissions when performing independent services and for maintaining insurance where required by law or Rahmah Connect's Provider requirements. Where damage, loss or injury occurs, liability will depend upon the circumstances and applicable law. Nothing in these Terms excludes or limits liability where doing so would be unlawful, including liability that cannot legally be excluded for death or personal injury caused by negligence. UK consumer law does not allow businesses simply to write away certain statutory responsibilities through unfair terms.
Rahmah Connect is responsible for providing its marketplace services with reasonable care and skill as required by law. Because independent Providers perform the underlying booked services, Rahmah Connect is not automatically responsible for every act, omission or failure of a Provider. However, nothing in these Terms excludes or limits any responsibility Rahmah Connect has where the law does not permit us to do so. We will not use these Terms to remove your statutory consumer rights.
Neither Rahmah Connect nor a Provider will necessarily be responsible for a failure or delay caused by circumstances genuinely outside reasonable control, subject to applicable consumer law. Appropriate steps should nevertheless be taken to communicate with affected users and minimise disruption.
We may restrict, suspend or terminate an account where reasonably necessary, including where we reasonably believe there has been:
Where appropriate, we will consider the seriousness and circumstances before taking action. Immediate restriction may be appropriate where safety, fraud or serious misconduct is suspected. Where reasonably possible and appropriate, we may explain the action taken and provide a way to contact us.
You may ask to close your account. Closing an account does not automatically:
Our Privacy Policy explains what happens to personal information after account closure.
The Rahmah Connect name, branding, software, website design and original platform content may be protected by intellectual-property rights. You may use the platform for normal personal use in accordance with these Terms. You must not, without permission:
Where you submit content such as reviews, profile information or feedback, you retain ownership of rights you already hold. You give Rahmah Connect a non-exclusive permission to host, display, reproduce and use that content to the extent reasonably necessary to operate, promote and improve Rahmah Connect, subject to our Privacy Policy and applicable law. You must have the right to submit the content.
We may improve, modify or discontinue platform features. Where a change materially affects an existing confirmed booking or Customer's legal rights, we will deal with it in accordance with applicable law.
We may update these Terms where reasonably necessary, for example because of:
The current version will be published on rahmahconnect.com with its effective/update date. We will not use a change to retrospectively impose a materially worse term on an already-confirmed booking where doing so would be unfair or unlawful. Material changes may be brought to users' attention where appropriate.
If you have a problem with a booking, Provider or Rahmah Connect, contact: support@rahmahconnect.com Please provide enough information for us to investigate, such as your booking reference and an explanation of what happened. We aim to deal with complaints fairly and reasonably.
If Rahmah Connect becomes required to use, or voluntarily joins, a particular alternative dispute resolution scheme, we will provide the relevant details as required. Nothing in these Terms prevents you from using rights available to you under applicable consumer law.
These Terms are governed by the laws of England and Wales. If you are a consumer resident elsewhere in the United Kingdom, you may also benefit from mandatory protections and rights to bring proceedings available under the law applicable to you. Nothing in these Terms is intended to deprive a consumer of mandatory legal protections.
If a court or competent authority finds part of these Terms unlawful or unenforceable, the remaining provisions will continue to apply to the extent legally possible. If we delay enforcing a right, that does not necessarily mean we have waived it. These Terms do not give rights to a person who is not a party to them except where applicable law provides otherwise.
Rahmah Connect Ltd Company number 17403477 71–75 Shelton Street Covent Garden London WC2H 9JQ United Kingdom Customer support: support@rahmahconnect.com General enquiries: info@rahmahconnect.com Website: rahmahconnect.com
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