Client Terms of Service

Draft version 0.4 · last updated 25 October 2026

1. Who these terms are between

These terms are between CVRD LTD, a company registered in England and Wales (company number 17510812) whose registered office is at 124 City Road, London EC1V 2NX ("CVRD", "we", "us"), and the business that registers a client account ("you", "your", the "Client"). By registering, you confirm you're authorised to bind that business to these terms.

2. What CVRD is — and isn't

CVRD is a booking platform. We operate technology that connects clients who need security cover with independent, SIA-licensed operators who choose to accept bookings. Every operator on CVRD is verified against the Security Industry Authority's licensing records before they can accept a booking.

CVRD is not a security company. We don't employ operators, we don't provide security services ourselves, and we're not a party to the arrangement between you and the operator who attends your site beyond facilitating the introduction and the booking/payment mechanics. This distinction matters for Section 10 below.

3. Eligibility and your account

• You must be a genuine, operating business (or authorised to act for one), and the information you give us at signup must be accurate — this includes your business details, Companies House number where given, and your key contact's details.
• You're responsible for keeping your account details up to date and for anything that happens under your account, so keep login credentials to people who should have them.
• We verify certain details you provide (for example, against Companies House) before or after activating your account. We may decline to open an account, or may suspend one, at our reasonable discretion — see Section 12.

4. Making a booking

• You request cover by specifying the details our platform asks for (site, headcount, licence type required, shift timing, and so on) — the more accurate this is, the better the match.

• A booking is only confirmed once CVRD's system shows it as confirmed and you've been given an operator's details and an arrival time.

• Arrival times. For a scheduled booking, the arrival time is the shift start. For an "as soon as possible" booking, the operator states how soon they can be on site when they accept it, and that becomes the arrival time shown to you. Arrival times are the operator's commitment, not a CVRD guarantee — except for Platinum members (Section 5).

• Arrival check-in. Operators check in through the platform when they reach your site: they take a photo of themselves holding their SIA licence beside their face, and their phone's location confirms they're there. You'll see the photo on your booking, so you can check the face matches the licence photo and, if you're there, the person who has arrived. You can confirm it, ask for a new photo (for example if the face isn't clear or the licence isn't visible), or report it to us straight away if it isn't the person on your site. After two new photos, sending it back again passes it to us to sort out. You don't have to be there: nothing waits on your check, and a photo you haven't checked by the end of the shift is treated as accepted. The arrival time we use for your booking is the operator's first check-in, even if you ask for a new photo. Check-in photos are kept for 90 days, then deleted.

• We match you to a licence-verified operator based on availability, location, and your account's membership tier (Section 5). We do our best to fill every request, but we don't guarantee that an operator will be available for any given request, especially at very short notice or during periods of high demand.

5. Membership tiers

Every client account sits at one of four tiers: Bronze, Silver, Gold, or Platinum. Tier affects three things: which operators you're matched with, how quickly you're served relative to other clients, and your cancellation window and billing terms.

Platinum arrival guarantee

For Platinum members, CVRD guarantees that your operator will arrive no later than 10 minutes after the arrival time shown when the booking is confirmed (Section 4). If they arrive later than that:

• you won't pay for the late time — every minute between the arrival time shown and the operator's actual arrival is taken off the booking, charged at your hourly rate — plus a credit equal to one hour at that rate;
• the credit comes off that booking's charge, and never exceeds the value of the booking (if it covers the whole booking, you pay nothing for it);
• it's applied automatically when the shift is marked complete, based on the arrival recorded through the platform (Section 4).

The guarantee applies to bookings confirmed while your account is on Platinum. If no arrival is recorded, we'll review the booking and apply the credit if the guarantee was missed — tell us if you think it was (Section 9).

This credit is a service commitment, funded by CVRD — it doesn't reduce what your operator is paid. It is your sole remedy for late arrival under the guarantee, and is separate from, and doesn't limit, what happens if an operator doesn't turn up at all (Section 7) or CVRD's liability more generally (Section 10).

What the guarantee doesn't cover. The guarantee doesn't apply where the operator was late because of:

• something on your side — the site details you gave were wrong, or the operator couldn't get into the site; or
• a major event outside the operator's control — a road closure, severe weather, or an emergency or major incident.

If the operator reports one of these when they check in, the booking is charged in full and we review it. If the reason doesn't stand up, we refund the credit to your card; if it does, no credit applies and we'll tell you why. Ordinary traffic and running late are always covered. If you disagree with a decision, contact us (Section 9).

Your tier is never hidden from you — you can check it at any time in account settings — but we don't proactively flag it in the product beyond what naturally shows up in service (which operators you're matched with, how bookings are billed). Upgrades take effect immediately — you're charged the pro-rated difference for the rest of your current billing period. Downgrades and cancellations take effect at the end of the period you've paid for; a downgrade doesn't retroactively affect bookings already confirmed under your previous tier.

Operator tiers (Bronze through Platinum on their side) are earned through performance, not paid for — see the Operator Terms. This is deliberate: your tier controls access and service; theirs reflects a track record we've verified.

6. Fees and payment

• Fees for cover booked through CVRD are shown in GBP at the time of booking.
• Payment is processed through our payment provider, Stripe. We don't collect or store your card details ourselves.
• How you're billed depends on your membership tier (Section 5) — Bronze is strictly pay-per-booking; Gold and Platinum include invoicing terms.
• If a payment fails or is disputed, we may suspend your ability to make new bookings until it's resolved, regardless of tier.

Tips

• When you rate the operator after a completed shift, you can choose to add a tip. Tipping is entirely optional: it never affects your bookings, the operator's rating or tier, or what you're charged for the shift.
• The operator gets 100% of your tip. CVRD takes no fee or commission from it, and pays the card processing costs itself. CVRD doesn't charge VAT on tips.
• A tip is a separate charge to the card on your account, from £1 up to £1,000. We show you the amount and the card before you send your rating, ask you to confirm any tip over £100, and email you a receipt. If the charge doesn't go through, you can try again for a short while afterwards.
• We pass the tip to the operator through the same payout route as their pay (Stripe Connect). If their payouts aren't set up yet, it's held for them and sent as soon as they are.
• One tip per operator per booking. Tips are non-refundable once charged, except where CVRD decides a refund is right — for example a tip charged by mistake or fraudulently. Tell us straight away if that happens (Section 9).

7. Cancellations and no-shows

• Your cancellation window is set by your membership tier: 24 hours (Bronze), 12 hours (Silver), 6 hours (Gold), or 2 hours (Platinum), measured before the confirmed booking's start time.
• Cancelling outside your tier's window: no charge.
• Cancelling inside your tier's window: the full booking fee applies, as if the shift had gone ahead. By that point the operator has turned down other work to hold the slot for you.
• "As soon as possible" bookings: these start immediately, so they're always inside your window — but you can cancel free of charge within 5 minutes of the booking being confirmed, for example if the operator's stated arrival time is too long for you. After those 5 minutes, the fee above applies.
• Once your operator has arrived, the booking can no longer be cancelled: the shift has begun. It ends by being marked complete, or, if something isn't right, by reporting a problem to us.
• If your confirmed operator doesn't show up and gives no notice: tell us immediately. You'll receive a full refund and priority rematching at no additional charge, regardless of tier — an operator no-show is treated as a serious breach on their end, not a shared inconvenience, and may result in their immediate suspension pending review.
• If CVRD's operator arrives and there's no one to receive them, or the site is inaccessible, at the agreed time: the full fee still applies — the operator's time was genuinely spent getting there and waiting.
• Repeated late cancellations or no-shows (3 or more within a rolling 6 months) trigger an account review and may lead to suspension — see Section 12. This threshold doesn't change by tier; a Platinum client cancelling inside their (shorter) 2-hour window still counts as "late" for this purpose.

8. Your responsibilities as a client

You agree to:

• Give accurate, complete information about the site, the work, and any known risks, so the operator can do the job safely and lawfully.
• Provide a safe working environment at your site, so far as is within your control, and comply with your own legal obligations (health & safety, venue licensing, and so on) independently of anything CVRD does.
• Treat operators professionally and lawfully. You may not ask an operator to do anything outside their SIA licence category or that would require them to act unlawfully.
• Not take on operators you meet through CVRD outside the platform, except as set out in "Operators you meet through CVRD" below.

Operators you meet through CVRD

The operators on CVRD are the platform. Finding, verifying, insuring and paying them is what our fees pay for, so this section protects that.

• An "Introduced Operator" is any operator who has accepted a booking from you through CVRD, or whose details we've given you.

• For 12 months after your last booking with an Introduced Operator (or after we gave you their details, if you never booked them), you must not engage them for security work outside CVRD, whether directly, as an employee, through another agency or security company, or through any company or partnership they're part of. This applies to you and to any business connected with you (for example, your group companies, or a contractor engaging them for your site). "Engage" means hiring, booking or paying them, or arranging for someone else to.

• If you do, you'll pay CVRD an introduction fee for each Introduced Operator engaged, plus VAT. The fee is 20% of CVRD's standard hourly rate for the licence type you last booked that operator for, multiplied by 1,040 hours. Short-notice surcharges aren't included. It reflects the platform fees we'd reasonably have expected to earn from that operator's work for you over about six months.

  Licence type	Standard rate	Introduction fee (plus VAT)
  Security guarding	£18/hr	£3,744
  Door supervision	£20/hr	£4,160
  CCTV (public space surveillance)	£20/hr	£4,160
  Close protection	£50/hr	£10,400

  These are worked out at our current standard rates. If our rates change, the fee is worked out at the rates in force when you engage the operator.

• Want to take someone on? Tell us first. You can engage an Introduced Operator openly in one of two ways:

  • Pay the introduction fee before they start working for you directly.
  • Or extend their hire through CVRD instead: tell us you want to take them on, then keep booking them through CVRD at the normal rates for a further 1,040 hours. Once those hours are booked and worked, you can engage them with no fee.
  • If you stop part-way, the fee is reduced for the hours you've already booked during the extended hire. For example, for a security guard at £18/hr, if you've booked 600 of the 1,040 hours, you pay the fee on the remaining 440 hours: 20% × £18 × 440 = £1,584, plus VAT.

• You must tell us within 14 days if you, or a business connected with you, engage an Introduced Operator outside CVRD. If we find out you have without telling us, we'll invoice the fee, payable within 30 days, and may suspend or close your account (Section 12).

• Nothing here stops an operator working for anyone they like. This section is about what you owe CVRD if the operator was introduced through us.

9. Raising a problem

If something goes wrong with a booking — the operator's conduct, a dispute over hours or charges, an incident on-site — contact us at hello@cvrd.uk as soon as possible (Platinum and Gold clients: your account manager or hotline). Tell us what happened, when, and who was involved. We'll investigate and may suspend the operator's account pending that investigation where the report is serious.

10. Liability and insurance

• CVRD holds public liability insurance covering operators while they carry out bookings made through CVRD, so you don't need to check each operator's own cover. Ask us for a copy of our insurance certificate at any time.
• To the fullest extent permitted by law, CVRD's liability to you is limited to facilitating the introduction and the booking/payment mechanics. We are not liable for the acts, omissions, negligence, or misconduct of an operator, except to the extent caused by our own failure to carry out the licence verification we promise to do.
• Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, or anything else that can't be excluded by law.

11. Data protection

We handle your data as described in our Privacy Policy, which forms part of these terms.

12. Suspension and termination

We may suspend or close your account if: information you gave us was false or misleading; you breach these terms; we reasonably suspect fraud or abuse; or you fail to pay for cover provided. We'll normally tell you why, except where doing so would compromise an investigation (e.g. suspected fraud). You can close your account at any time by contacting us; outstanding payments remain due. A membership runs to the end of the period you've already paid for, and part-periods aren't refunded.

13. Changes to these terms

We may update these terms as the service develops, including membership tier pricing and benefits. We'll give registered clients reasonable notice of material changes before they take effect.

14. General

• Governing law: England and Wales.
• Disputes: we'd rather sort things out directly — contact hello@cvrd.uk first. If that fails, the courts of England and Wales have exclusive jurisdiction.
• If any part of these terms is found unenforceable, the rest remains in effect.
• These terms, together with the Privacy Policy, are the entire agreement between you and CVRD regarding the platform.

15. Contact

hello@cvrd.uk