Terms of service

1. Refined Staff's role

Refined Staff introduces household candidates to households, coordinates document review and provider checks, supports intro calls and records placement terms. Refined Staff is a staffing intermediary. Unless expressly agreed otherwise in writing, the household is the employer of any staff it engages and remains responsible for employment, tax, payroll, immigration, health and safety and safeguarding duties.

2. No candidate work-finding fees

Refined Staff does not charge candidates for introductions, matching, applying to the network or work-finding. Work-finding is not conditional on a candidate buying any other service from Refined Staff or a third party.

3. Household fees

A total placement fee of £2,500 including VAT becomes payable when a household or its representative confirms a hire, starts the engagement or otherwise engages a candidate following a Refined Staff introduction, unless a different written agreement applies.

The placement agreement will identify any third-party checks included in the agreed scope. Any additional, overseas, urgent, repeat or expanded check cost is approved with the household before order.

4. Online payments

Stripe processes any card or checkout payment. The £2,500 VAT-inclusive placement fee is due under these terms and any written placement agreement after a confirmed hire. Refined Staff does not require a monthly subscription for its public-beta placement service.

An account with a previously activated legacy support plan can schedule cancellation in the billing area. No new support-plan enrolment is offered as part of the public beta.

Nothing in these terms limits any cancellation or refund right that cannot lawfully be excluded.

5. Introductions and non-circumvention

Candidate introductions, profiles and contact details are confidential. For a reasonable period after a Refined Staff introduction, engaging an introduced candidate directly, through a connected person or through another route without paying the agreed placement fee is a breach of these terms. Any remedy for circumvention is reviewed by a person and is capped at the relevant placement fee unless a separate written agreement says otherwise.

6. Replacement guarantee

Where a placement fee has been paid, Refined Staff provides one free replacement search if the engagement ends within 90 days, provided the household notified Refined Staff promptly, acted lawfully and in good faith, and processed the engagement as agreed. The guarantee does not cover role changes, redundancy, misconduct by the household, non-payment or material information withheld from Refined Staff.

7. Candidate obligations

Candidates confirm that information and documents they provide are accurate, current and not misleading, and that they have the right to work where required. Misrepresentation may result in removal from the network and withdrawal from active introductions.

8. Vetting, compliance and safeguarding

Document reviews, Right to Work, DBS, references, identity checks and other provider reports support the hiring decision. They do not remove a household's legal duties as employer or sponsor. Software may rank and route information; safeguarding concerns, unusual cases and final placement decisions may be escalated to Paloma or Adam where judgement is required.

9. Managed intro meetings, transcription and conduct

Refined Staff introductions are managed meetings, not an exchange of private contact details. Before any room link or final calendar invitation is released, the household and candidate must each separately and affirmatively accept the managed-intro rules and the required-transcription notice. If either participant declines either item, the Refined Staff intro meeting will not proceed.

Meetings use a private Daily room. A named Refined Staff consultant joins as host, admits participants and starts text transcription. Video recording is not enabled unless Refined Staff gives a separate, specific notice and obtains any further agreement required for that recording. The transcript is used for the introduction audit, agreed follow-up, resolving disputes, and reviewing suspected circumvention or safeguarding concerns as described in the Privacy notice.

Until a hire is formally recorded, participants must not exchange private phone numbers or personal email addresses, arrange further meetings privately, or negotiate salary, trials, start dates, work arrangements or placement terms outside Refined Staff. Questions and proposed terms must be routed through the Refined Staff consultant. A participant may decline the meeting instead of accepting these conditions.

10. Liability

Refined Staff provides the service with reasonable care and skill. Nothing in these terms limits liability that cannot legally be limited. Otherwise, Refined Staff's liability is limited to the fees paid for the relevant placement or paid service, and Refined Staff is not liable for indirect loss, loss of opportunity, or decisions made by a household as employer.

11. Privacy and cookies

Personal data is handled as described in the Privacy notice. Cookies, local storage and analytics choices are described in the Cookie notice.

12. Complaints and contact

For service issues contact [email protected]. For privacy issues contact [email protected].

13. Governing law

These terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction, except where consumer law gives you mandatory rights in another jurisdiction.