Raven Pro

Comment fonctionnent les paiements ?

PLEASE READ THESE END USER LICENCE TERMS CAREFULLY BEFORE USING OUR SOFTWARE

We, Raven.Pro Limited, of 10-11 Clerkenwell Green, London, EC1R 0DP (Raven), provide products and services to you on the terms and conditions set out herein and license you to use:

the software, the data supplied with the software, and any updates or supplements to it (Software);
the related online documentation (Documentation);
the service you connect to via the Software and our online platform and the content we provide to you through it (Service);

as permitted in these terms.

By ticking the "ACCEPT" box and/or by continuing to use our Software you agree to comply with this EULA and the terms set out herein and as may be amended from time to time by Raven.

By accepting the terms set out in this EULA and/or by continuing to use our Software you agree to be bound by the terms which shall constitute an agreement between us and you and you agree that you have read and understood the terms set out herein as amended from time to time.

If you do not agree with any of the terms set out in this EULA as amended from time to time, you must stop using the Software immediately.

These Terms, together with the Raven Privacy Policy and the terms of any other notices or instructions given to you under this agreement, supersede and extinguish all prior agreements, representations (whether oral or written), and understandings and constitute the entire agreement between you and Raven relating to the Client Portals and the other matters dealt with in these Terms

These terms were last updated on 10th April 2025.

Your use of the Software

Raven shall provide the Software under a licence to customers of Raven (each a Customer). In providing you with an account, a Customer or Raven may invite you to access the Software. Raven may permit its Customer to grant you access provided that its Customer complies with certain restrictions and provided that its Customer remains responsible for your use and actions relating to the Software. Other terms may apply to the Software in addition to this EULA in particular, terms agreed between Raven and your organisation. Should our Customer who has invited you to access the Software breach their agreement with us, we shall have the right to terminate your access to the Software with immediate effect.

Your privacy

We only use any personal data we collect through your use of the Software in the ways set out in our privacy policy. A link to our current privacy policy can be found on our website.

Please be aware that internet transmissions are never completely private or secure and that any message or information you send using the Software may be read or intercepted by others, even if there is a special notice that a particular transmission is encrypted.

Browser requirements

This Software is accessed by a web browser with JavaScript enabled. The following desktop browsers are supported: Chrome (latest stable version), Microsoft Edge (latest stable version), Mozilla Firefox (latest stable version). The following mobile browsers are supported: Chrome (latest stable version), Safari on iOS only (latest stable version).

Support for the Software and how to tell us about problems

Support. If you want to learn more about the Software or have any problems using them please take a look at our support resources in the Knowledge Hub.

Contacting us (including with complaints). If you think the Software is faulty or misdescribed or wish to contact us for any other reason please email our customer service team at accounts@Raven.pro or use our support desk.

How we will communicate with you. If we have to contact you, we will do so by email, by phone or by pre-paid post, using the contact details you have provided to us.

Your rights to use the SoftwareHow you may use the Software, including how many devices you may use it on

In return for your agreeing to comply with these terms you may in the ordinary course of your organisation's business and for your internal purposes only, subject to the restrictions below:

download or stream a copy of the Software onto one device and view, use and display the Software on such devices for your personal purposes only.
download, print and store limited extracts of the Documentation made available on the Software that have no independent commercial value and could not be used as a substitute for any service (or a substantial part of it) provided by Raven or our affiliates;
receive and use any free supplementary software code or update of the Software incorporating "patches" and corrections of errors as we may provide to you.

You must be 18 to accept these terms and use the Software

You must be 18 or over to accept these terms and use the Software.

You may not transfer the Software to someone else

We are giving you personally the right to use the Software as set out. You may not transfer the Software or grant access to the Software to someone else, whether for money, for anything else or for free. If you sell any device on which the Software is installed or accessible, you must remove the Software from it.

Changes to these terms

We may need to change these terms to reflect changes in law or best practice or to deal with additional features which we introduce.

We will give you at least 30 days' notice of any change by sending you an email with details of the change or notifying you of a change when you next start the Software.

If you do not accept the notified changes you will not be permitted to continue to use the Software.

Update to the Software and changes to the Service

From time to time we may automatically update the Software and change the Service to improve performance, enhance functionality, reflect changes to the operating system or address security issues. Alternatively, we may ask you to update the Software for these reasons.

If you choose not to install such updates or if you opt out of automatic updates you may not be able to continue using the Software.

If someone else owns the device you are using

If you download or stream the Software onto any other device not owned by you, you must have the owner's permission to do so. You will be responsible for complying with these terms, whether or not you own the device.

We are not responsible for other websites you link to

The Software may contain links to other independent websites which are not provided by us. Such independent sites are not under our control, and we are not responsible for and have not checked and approved their content or their privacy policies (if any).

You will need to make your own independent judgement about whether to use any such independent sites, including whether to buy any products or services offered by them.

Data uploaded or submitted by you

In using the Software, you must ensure any data or information you upload, submit or send is accurate (where it states facts), is genuinely held (where it states opinions), and complies with applicable law in any country from which it is posted, and that you have all necessary permissions to place such information (including personal data) on the Software.

Licence restrictions

You agree that you will:

not rent, lease, sub-license, loan, provide, or otherwise make available, the Software in any form, in whole or in part to any person without prior written consent from us;
not copy the Software, Documentation or any part of our services, except as part of the normal use of the Software or where it is necessary for the purpose of back-up or operational security;
not use the Service or the materials on them to create any derivative works or competitive products;
not allow any third parties to access, use or benefit from the Software, Documentation or materials on them in any way;
not share your password or logon details with anyone, keep your password and login details safe and secure and to regularly change them;
not translate, merge, adapt, vary, alter or modify, the whole or any part of the Software or Documentation, nor permit the Software or any part of our services to be combined with, or become incorporated in, any other programs, except as necessary to use the Software on devices as permitted in these terms;
not disassemble, de-compile, reverse engineer or create derivative works based on the whole or any part of the Software nor attempt to do any such things, except to the extent that (by virtue of sections 50B and 296A of the Copyright, Designs and Patents Act 1988) such actions cannot be prohibited because they are necessary to decompile the Software to obtain the information necessary to create an independent program that can be operated with the Software or with another program (Permitted Objective), and provided that the information obtained by you during such activities:
- is not disclosed or communicated without Raven's prior written consent to any third party to whom it is not necessary to disclose or communicate it in order to achieve the Permitted Objective; and
- is not used to create any software that is substantially similar in its expression to the Software;
- is kept secure; and
- is used only for the Permitted Objective;
comply with all applicable technology control or export laws and regulations that apply to the technology used or supported by the Software.

Acceptable use restrictions

You must:

not use the Software in any unlawful manner, for any unlawful purpose, or in any manner inconsistent with these terms, or act fraudulently or maliciously, for example, by hacking into or inserting malicious code, such as viruses, or harmful data, into the Software or any operating system;
not infringe our intellectual property rights or those of any third party in relation to your use of the Software, including by the submission of any Documentation or materials (to the extent that such use is not licensed by these terms);
not transmit any Documentation or material that is defamatory, offensive or otherwise objectionable in relation to your use of the Software;
not use the Software in a way that could damage, disable, overburden, impair or compromise our systems or security or interfere with other users;
not use personal data included within, or accessed via, the Software or Documentation in a way as to knowingly or negligently cause us to breach our obligations under applicable data protection laws;
not process personal data included within, or accessed via, the Software or the Documentation for any purpose other than for business use in the ordinary course of your organisation's business and in accordance with our Privacy Policy and any separate agreement between us and you, or between us and the Customer who has invited you to have access to the Software;
not upload the personal data or personal information of any individual to the Software unless you are legally permitted to do so; and
not collect or harvest any information or data from any services, our Software or systems or attempt to decipher any transmissions to or from the servers running any Software.

Intellectual property rights

All intellectual property rights in the Software, the Documentation and the Services throughout the world belong to us (or our licensors) and the rights in the Software, the Documentation and the Services are licensed (not sold) to you. You have no intellectual property rights in, or to, the Software, the Documentation or the services other than the right to use them in accordance with these terms, other than where you are the licensor. You agree that you will not do anything to infringe or prejudice those rights. You acknowledge that you have no right to have access to any Software in source code form.

PAYMENT TERMS AND CONDITIONS

Definitions

In these Payment Terms and Conditions, unless the context requires otherwise:

"Client" means any person or entity who makes a booking or purchase through the Platform
"Service Provider" means any instructor, equipment provider, transfer service, or other provider offering services through the Platform
"Services" refers collectively to instructor services and value-added services
"Instructor Services" means any instruction, teaching, or guiding services provided through the Platform
"Value-Added Services" means any additional services or products, including but not limited to equipment hire, transfers, or other ancillary services offered through the Platform
"Booking" means any confirmed reservation for Services through the Platform
"Review Period" means the 24-hour period following service completion

Payment Processing and Collection

Raven acts as a payment collection agent for the purpose of: (a) accepting payments from Clients on behalf of Service Providers (b) transferring such payments to Service Providers (c) handling refunds where applicable

All bookings require full payment at the time of confirmation. By making a booking, the Client authorises Raven to collect the full payment amount, hold such payment in accordance with these terms, and settle payment to the relevant Service Provider(s) as outlined herein.

All payments must be processed through our approved payment methods on the Platform. We do not accept responsibility for any payments made outside our Platform.

Client payment methods will be pre-authorised at time of booking.

Payment Settlement Model

Our payment settlement model follows a simple principle: we hold the Client's payment until we're confident the service was delivered satisfactorily.

Service Completion Process: (a) After the final slot in a full booking ends, we begin our quality check process (b) Client receives a prompt for feedback within 30 minutes of service completion (c) This feedback request prompts Clients to review the Service Provider(s) and provide an NPS score (0-10) (d) We provide a 24-hour window (1 calendar day) for Clients to report any issues

Payment Release Process: (a) If no issues are reported within the 24-hour Review Period, payment is automatically settled to the Service Provider on the next business day (b) If issues are reported, affected payments are held until resolution (c) For multi-day bookings, the settlement process begins after the final scheduled service (d) For equipment hire and value-added services, settlement begins after the service end date

For bookings involving multiple Service Providers, payments may be settled independently.

All applicable platform fees and charges will be deducted prior to settlement.

Fees and Charges

All fees are in the currency of the transactions and are exclusive of VAT unless otherwise stated.

The total amount payable will comprise: (a) The Service Fee as set out in the booking confirmation (b) Our Platform Fee (c) Any applicable taxes or charges

We reserve the right to change our fees upon providing 30 days' notice.

Refunds and Cancellations

Our refund policy is as follows: (a) Cancellation more than 48 hours before scheduled service: Full refund less Platform Fee (b) Cancellation between 24-48 hours: 50% refund less Platform Fee (c) Cancellation less than 24 hours: No refund

Platform Fees are non-refundable except where required by law.

Refunds will be processed to the original payment method within 14 business days.

Full or partial refunds may be issued based on: (a) Service completion status (b) Equipment return condition (c) Nature of service issue (d) Platform refund policy

Disputes and Payment Holds

Clients must raise disputes within the Review Period. Disputes may be raised regarding: (a) Entire bookings (b) Specific Service Providers (c) Individual service instances (d) Equipment quality or condition (e) Any aspect of value-added services

Raven reserves the right to hold payments in cases of: (a) Client-raised disputes (b) Safety or quality concerns (c) Terms of service violations (d) Technical issues requiring investigation (e) Regulatory compliance matters (f) Suspected fraudulent activity

Hold duration shall be determined by the nature and complexity of the issue. Service Providers will be notified of any payment holds via the Platform.

Chargebacks and Refunds

In the event of a chargeback: (a) Service Provider payments may be withheld or reversed (b) Service Providers will be notified and given opportunity to respond (c) Evidence of service delivery may be required

For credit card chargebacks: (a) We will handle all chargeback responses (b) We may suspend services to accounts with excessive chargebacks (c) We reserve the right to recover costs associated with chargebacks

Service Provider Payments

Payments shall be made to the designated bank account in the currency specified in the Service Provider's profile.

Applicable fees, taxes, and charges will be deducted prior to settlement.

Service Providers are responsible for: (a) Maintaining accurate banking information (b) Compliance with local tax regulations (c) Prompt response to payment-related enquiries

Payment Security and Data Protection

We process all payments in accordance with the Payment Services Regulations 2017 and applicable UK data protection laws.

We implement appropriate technical and organisational measures to protect your payment information in accordance with current UK data protection legislation and the UK GDPR.

Raven Loyalty Sheme

A four-tier loyalty program based on revenue that rewards our top performers, encourages high service standards and remains achievable across all sports

Raven Pro TierPlatform feeRevenue Threshold
(12 months)Service Threshold
(out of 5 stars)Who we expect on this tierExpected Instructors
(% of total population)Bronze12.5%€0 → €10,0004.0+Entry level / Occasional instructors70%Silver10%€10,000 → €25,0004.2+Regular, part-time instructors15%Gold7.5%€25,000 → €45,0004.5+Full-time committed instructors10%Diamond5%€45,000+4.7+Elite top performers (Full time teaching at premium rates)5%

Key features:

Revenue is measured on a rolling 12-month basis (e.g., March 2025 to March 2026)
Status is maintained for 12-months once achieved (e.g., reach Gold in March 2025, keep Gold rates until March 2026)
Both revenue AND service level must meet tier requirements (e.g., €45,000 revenue with 4.3 rating places you in Silver tier)
You can move up tiers immediately, but can only move down at the end of your 12-month status period
Revenue from all sports and locations is combined for tier qualification
Platform fees apply to bookings made in that tier, even if the service is delivered after a tier change
Account suspensions may affect tier status depending on reason (administrative vs policy violations)

Detailed features:

FeatureHow it worksRevenue CalculationWe measure revenue on a rolling 12-month basis. For example, in March 2026, we'll look at your revenue from March 2025 to March 2026 to determine your tier. All revenue is counted in EUR at the exchange rate on the day of booking.Revenue RequirementsTo qualify for each tier, you must meet minimum revenue thresholds: Bronze (€0–€10,000), Silver (€10,001–€25,000), Gold (€25,001–€45,000), Diamond (€45,001+). Revenue includes all completed bookings, excluding cancelled or refunded sessions.Service Level CalculationYour service level is based on your average review score over the past 12 months. All reviews are equally weighted. You must maintain minimum ratings: Bronze (4.0+), Silver (4.2+), Gold (4.5+), Diamond (4.7+).Service Level RequirementsYou need a minimum of 10 reviews in the past 12 months for your service level to be considered valid. New instructors start at Bronze tier until they accumulate sufficient reviews.Tier DeterminationYour tier is always determined by your lowest qualifying metric. For example, with €50,000 revenue (Diamond level) but a 4.3 rating (Silver level), you'll be placed in Silver tier. Both criteria must be met to qualify for a tier.Status DurationOnce achieved, your tier status is maintained for 12 months. For example, reaching Gold in March 2025 guarantees Gold status and its 7.5% platform fee until March 2026, regardless of interim performance.Tier Review ProcessAt the end of your 12-month status period, we review both revenue and service levels for the previous 12 months to determine your new tier. You'll be notified 30 days before any tier changes.Tier TransitionsYou can move up tiers immediately upon meeting higher tier criteria. Downgrades only occur at the end of your 12-month status period if you no longer meet your current tier's criteria.Platform Fee ApplicationYour tier's platform fee applies to all bookings made while in that tier, even if the service is delivered after a tier change. Bookings are assigned to the tier you're in when the client books, not when the service is delivered.Seasonal ConsiderationsThe 12-month rolling window accounts for seasonal variations in different sports. There are no adjustments or pro-rating for seasonal work - all instructors are measured on the same 12-month basis.Multiple Sports/LocationsRevenue from all sports and locations on the platform is combined for tier qualification. There are no separate tier calculations for different sports or seasons.Review ManagementReviews can't be removed from calculations unless they violate platform policies. Low reviews that comply with policies will affect your service level calculation.Minimum Activity RequirementsThere is no minimum booking requirement to maintain a tier, but inactive periods will affect your 12-month revenue calculations. You need at least one booking every 6 months to remain listed as 'active' on the platform.Account PausingYou can pause your account for up to 3 months per year without affecting your tier status. Longer pauses will impact your 12-month revenue calculations.Administrative SuspensionSuspension due to expired documents or insurance has no impact on tier status if resolved within 30 days. After 30 days, account reverts to Bronze tier upon reactivation.Policy Violation SuspensionQuality or safety violations result in immediate Bronze tier placement with 6-month minimum before re-qualifying for higher tiers. Major violations may result in permanent tier restrictions or platform removal.Extended InactivityAccounts with no activity for over 6 months reset to Bronze tier upon reactivation. Previous tier status can be regained immediately upon meeting criteria. Historical performance records are maintained.Platform RemovalInstructors removed for policy violations face 12-month minimum restriction before reapplication. Upon return, they start at Bronze tier with 12-month restriction from higher tiers.Dispute ResolutionRevenue calculations exclude disputed bookings until resolved. If a dispute is resolved in your favour, the revenue will be counted in the month the booking was originally made.Compliance RequirementsMaintaining valid qualifications and insurance is mandatory regardless of tier. Lapsed requirements will result in temporary account suspension but won't affect tier status if resolved within 30 days.

Our responsibility for loss or damage suffered by you

We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time you accepted these terms, both we and you knew it might happen.

We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors or for fraud or fraudulent misrepresentation.

When we are liable for damage to your property. If defective digital content that we have supplied damages a device or digital content belonging to you, we will either repair the damage or pay you compensation. However, we will not be liable for damage that you could have avoided by following our advice to apply an update offered to you free of charge or for damage that was caused by you failing to correctly follow installation instructions or to have in place the minimum system requirements advised by us.

We are not liable for business losses. The Software is for business use in the ordinary course of your organisation's business and for your internal purposes only. As we have entered into an agreement separately with our Customer, we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

Limitations to the Software. The Software and the Documentation is provided for business use purposes only. Raven does not offer advice within the Documentation or Software on which you should rely. You must obtain professional or specialist advice before taking, or refraining from, any action on the basis of information obtained from the Software or Documentation. Although we make reasonable efforts to update the information provided by the Software and Documentation, we make no representations, warranties or guarantees, whether express or implied, that such information is accurate, complete or up to date.

Customer materials and Documentation uploaded to the Software. Materials and Documentation belonging and created by our Customers may be uploaded to the Software for your use. Raven has no control over such materials and Documentation and you acknowledge that Raven provides no representations or warranties to you of any kind, express or implied, as to the information, content or materials included on the Software. Your use of such material or Documentation is governed by your relationship with the Customer. Raven is not responsible for any loss, damage or cost resulting from any decisions that are made in reliance on the Software or Documentation, including legal, compliance and/or risk management decisions. You agree that you use the Software and Documentation at your own risk in these respects.

Check that the Software is suitable for you. The Software has not been developed to meet your individual requirements. Please check that the facilities and functions of the Software and the services meet your requirements. The Software is provided by Raven to the Customer. Raven makes no representations or warranties to you of any kind, express or implied, as to the operation of the Software or the Documentation, information, content or materials included on the Software. Your use of the Software is governed by your relationship with the Customer and this EULA.

We are not responsible for events outside our control. If our provision of the services or support for the Software is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end your contract with us and receive a refund for any services you have paid for but not received.

We may end your rights to use the Software if you break these terms

We may end your rights to use the Software at any time at our sole discretion by contacting you if you have broken these terms. If what you have done can be put right, we will give you a reasonable opportunity to do so.

We may also end your rights to use the Software at any time at our sole discretion with immediate effect if the Customer who has invited you to have access to the Software has breached the terms of an agreement between us and that Customer.

If we end your rights to use the Software:

You must stop all activities authorised by these terms, including your use of the Software and our services.
You must delete or remove the Software and Documentation from all devices in your possession and immediately destroy all copies of the Software and Documentation which you have and confirm to us that you have done this.
We may remove any content or Documentation or materials uploaded to the Software by you.

We may transfer this agreement to someone else

We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.

You need our consent to transfer your rights to someone else

You may only transfer your rights or your obligations under these terms to another person if we agree in writing.

No rights for third parties

This agreement does not give rise to any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of this agreement.

If a court finds part of this contract illegal, the rest will continue in force

Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

Even if we delay in enforcing this contract, we can still enforce it

Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.

Compliance with Current Legislation

Data Protection and Privacy

We process personal data in accordance with the UK General Data Protection Regulation and the Data Protection Act 2018. Our Privacy Policy provides detailed information about how we process your personal data.

Consumer Rights

These terms do not affect your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Electronic Commerce

We comply with the Electronic Commerce (EC Directive) Regulations 2002 and the Consumer Protection from Unfair Trading Regulations 2008.

Online Dispute Resolution

In accordance with EU Regulation 524/2013 (which remains applicable in the UK), we provide information about the EU Online Dispute Resolution platform. However, as we are a UK-based company, post-Brexit, you may prefer to use the UK's alternative dispute resolution procedures.

Which laws apply to this contract and where you may bring legal proceedings

These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.