Partner Terms & Conditions

1. About These Terms

These terms and conditions (“Partner Terms”) govern the relationship between WestConnect (“WestConnect”, “we”, “us”, “our”) and service providers (“Partners”, “you”, “your”) who list their services on the WestConnect platform at westconnect.uk (the “Platform”).

WestConnect is a company registered in England and Wales under company number [Companies House number], whose registered office is at [Registered office address]. You can contact us at partners@westconnect.uk.

By applying to list your services on the Platform, you agree to these Partner Terms. These Partner Terms apply in addition to, and should be read alongside, the individual Partner Agreement you sign with WestConnect. If there is any conflict between these Partner Terms and your individual Partner Agreement, the Partner Agreement shall take precedence for you.

We may update these Partner Terms from time to time. We will give you at least 15 calendar days’ written notice before any changes take effect, sent to the email address you have registered with us. If you do not agree with the changes, you may terminate your participation on the Platform by giving us written notice before the changes take effect. If you continue to use the Platform after the changes take effect, you will be deemed to have accepted the updated terms.

2. How the Platform Works

WestConnect is an online marketplace that connects people planning to move abroad (“Users”) with professional service providers. Our role is limited to operating the Platform, matching Users with suitable Partners, and facilitating introductions.

2.1 The Process

• Users complete a qualification flow, providing details about their destination, timeline, budget, family situation, and the types of services they need.
• The Platform matches Users with relevant Partners based on the matching criteria described in section 3.
• Users choose which Partners to contact and submit Enquiries through the Platform.
• Partners receive Enquiries through their Partner Portal, including the User’s name, email address, and relevant qualification flow responses.
• Partners respond directly to the User. Any contract for professional services is between the User and the Partner. WestConnect is not a party to that contract.

2.2 Partner Listings

Each Partner has a Listing (profile page) on the Platform. Your Listing displays your company name, description, services offered, credentials, pricing information, and User reviews. You are responsible for ensuring that all information on your Listing is accurate, up to date, and not misleading.

3. How Partners Are Ranked

WestConnect is committed to transparent, fair ranking. In compliance with the Platform to Business Regulation (UK retained Regulation (EU) 2019/1150), we disclose the main parameters that determine how Partners are ranked and displayed to Users.

3.1 Primary Filters

Before ranking applies, Partners are filtered by two mandatory criteria:

• Country match: you must offer services in the destination country the User has selected.
• Service category match: you must offer the type of service the User requires.

3.2 Ranking Factors

WestConnect may adjust the relative weighting of these factors from time to time. We will give you at least 15 calendar days’ written notice before any material change to the ranking methodology takes effect.

3.3 Differentiated Treatment

4. Performance Standards

4.1 Response Time

You must respond to each Enquiry within 24 hours of receipt. A response means a substantive, personalised reply to the User — not an automated acknowledgement. We monitor response times through the Platform.

4.2 Professional Standards

• Maintain all professional licences, registrations, certifications, and insurance policies required to lawfully provide your services. Notify us immediately if any licence, registration, or insurance lapses or is revoked.
• Provide clear, upfront pricing to Users with no hidden fees.
• Do not charge Users any premium or additional fee on account of them being introduced through the Platform.
• Communicate clearly, professionally, and in English.
• Provide proactive updates to Users on the progress of their case or project.
• Treat Users introduced through WestConnect with the same standard of care as any other client.
• Do not use pressure sales tactics.

4.3 Conversions and Reporting

When a User engages your services following an introduction through the Platform (a “Conversion”), you must report the Conversion through your Partner Portal within 7 calendar days. Conversion reports must include the date the User engaged your services, the service category, and the total fee charged.

4.4 Reviews and Feedback

You agree to allow WestConnect to contact Users who have engaged your services for the purpose of collecting feedback, reviews, and satisfaction surveys. You may respond to User reviews publicly on your Listing. You must not pressure, incentivise, or attempt to manipulate Users into leaving positive reviews or removing negative ones.

5. Restriction, Suspension, and Removal

5.1 Grounds

• Persistent failure to meet the 24-hour response time standard (two or more consecutive months below standard).
• Receipt of two or more User complaints within a calendar quarter.
• Failure to report Conversions within the required timeframe on three or more occasions.
• Failure to pay commission when due under your Partner Agreement.
• Loss of any professional licence, registration, or insurance required to provide your services.
• Fraud, dishonesty, or misrepresentation.
• Conduct that materially damages the reputation or integrity of the Platform.
• Breach of applicable law or professional regulations.

5.2 Process

Before restricting, suspending, or removing your Listing, we will provide you with written notice specifying the grounds and give you a reasonable opportunity to respond and remedy the issue. The only exception is suspected fraud, illegality, or an immediate risk to User safety, where we may take immediate action.

5.3 Effect of Removal

If your Listing is removed, all outstanding commission payments remain due and payable. User reviews will remain on the Platform. You must continue to provide services to any Users with whom you have entered into a contract prior to removal.

6. Commission

Partners pay WestConnect a commission on each Conversion, as a percentage of the total fee charged to the User. Commission rates and payment terms are set out in your individual Partner Agreement. In summary:

• Commission rates vary by service category and your commitment tier.
• You must report each Conversion within 7 calendar days through the Partner Portal.
• WestConnect issues an invoice following each reported Conversion. Payment is due within 30 days of invoice.
• If you fail to report a Conversion within the deadline, WestConnect reserves the right to estimate the commission based on the average fee for your service category.
• Late payment may result in suspension of your Listing, interest charges, and recovery costs.

7. Data Practices

WestConnect and each Partner are independent data controllers in respect of the personal data processed under these Partner Terms. This is a controller-to-controller data sharing arrangement under the UK GDPR and the Data Protection Act 2018.

7.1 Data We Share With You

When a User submits an Enquiry to you, we share the User’s name, email address, and relevant qualification flow responses. You must process this data only for the purpose of responding to the Enquiry and providing the requested services. You must not use it for unsolicited marketing or share it with any third party without the User’s explicit consent.

7.2 Data We Collect About You

WestConnect collects and processes the following data about Partners: company name, contact details, service categories, credentials, Listing content, Enquiry response times, Conversion data, User review data, and commission payment history.

7.3 Retention

We retain Partner data for the duration of your participation on the Platform plus 6 years to comply with HMRC record-keeping requirements.

7.4 Your Obligations

You must comply with the UK GDPR and the Data Protection Act 2018 in respect of all personal data you receive through the Platform. You must have an appropriate privacy policy in place and make it available to Users upon request.

8. Intellectual Property

• You grant WestConnect a non-exclusive, royalty-free licence to use your company name, logo, and branding on the Platform for the duration of your participation.
• All intellectual property in the Platform remains the property of WestConnect.
• User reviews posted on your Listing are licensed to WestConnect and will remain on the Platform if your Listing is removed.

9. Complaints and Mediation

9.1 Internal Complaint Process

• Stage 1: We will acknowledge your complaint in writing within 3 business days of receipt.
• Stage 2: We will investigate and provide a substantive response within 14 business days.
• Stage 3: If you are not satisfied, we will provide a final written response within 28 days of your original complaint.

To submit a complaint, contact us at partners@westconnect.uk.

9.2 Mediation

If your complaint cannot be resolved through our internal process, either party may refer the dispute to mediation:

The costs of mediation shall be shared equally between the parties unless the mediator determines otherwise.

10. Changes to These Partner Terms

WestConnect may amend these Partner Terms from time to time. We will give you at least 15 calendar days’ written notice before any changes take effect. If you do not agree, you may terminate your participation by giving us written notice before the changes take effect.

11. General

• These Partner Terms are governed by the laws of England and Wales.
• These Partner Terms apply in addition to your individual Partner Agreement. In case of any conflict, the Partner Agreement prevails.
• If any provision of these Partner Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
• Neither party shall be liable for any failure or delay in performing obligations caused by circumstances beyond reasonable control (force majeure).
• No failure or delay by either party in exercising any right under these Partner Terms shall operate as a waiver of that right.