Business User Terms

1. Who These Terms Apply To

These Business User Terms are addressed to business users: people and organisations that use OnFire in the course of their trade, business, craft or profession to offer goods or services to consumers. They are made under Regulation (EU) 2019/1150 on fairness and transparency for business users of online intermediation services.

They apply to you if you sell products, list a place to stay, list a vehicle for rental, drive, deliver, take service bookings, publish a course, or operate a restaurant through OnFire.

Advertisers are not business users for this purpose. Buying advertising on OnFire is not offering goods or services to consumers through OnFire. If you also sell through OnFire, these terms apply to you in that capacity.

Business users in Europe contract with OnFire Messenger Ltd., registered in Ireland under company number 796932. Business users in the United States contract with OnFire Messenger Inc., a Delaware company. Signing up as a business user is not restricted by country, so a business established anywhere in the European Union can register and list.

OnFire is not an online search engine. Our search covers our own content, not the web, so the additional disclosures the Regulation requires of search engines do not apply.

These terms sit alongside the OnFire Terms of Service, the Supported Business Types policy, and any agreement for your particular activity. Where they conflict on a matter governed by the Regulation, these Business User Terms prevail.

2. Our Terms, and How We Change Them

2.1 Availability

The terms that govern your use of OnFire as a business user are published at the OnFire Legal Center and stay available there throughout our relationship, including before you sign up. We write them in plain language.

2.2 Changes

• • We give you at least 30 days' notice of a change, by email and in the app. That exceeds the 15 days the Regulation requires. Where a change means you have to alter how you operate — re-entering listing information, for example — we give you longer, in proportion to the work involved.
• • You may end your agreement with us at any time before the notice period expires. Termination takes effect within 15 days of us receiving your notice.
• • Under the Regulation, adding new goods or services during the notice period counts as waiving it. We do not treat it that way. Continuing to trade while a change is pending does not shorten your notice or count as acceptance. Only telling us expressly does.
• • We do not make changes retroactive, unless the law requires it or the change is in your favour.
• • We may act on shorter notice only where the law leaves us no choice, or where an immediate change is needed to deal with an unforeseen danger — fraud, malware, spam, a data breach or a similar security risk.

A change we make without following this section has no effect on you. Terms that fail the Regulation's requirements are void and unenforceable.

2.3 Where your listings appear

Your listings are shown in the OnFire app, and also on public OnFire websites that anyone can reach without an account: stays.onfire.so for accommodation, food.onfire.so for restaurants, cars.onfire.so for vehicles, and sell.onfire.so and its alternative addresses for marketplace items. These sites are open to search engines, and for accommodation, restaurants and their menus we publish structured information — including your prices and ratings — so that search engines can display it.

We do not send your listings to any third-party marketplace, shopping feed, price-comparison service or social platform, and we do not run an affiliate programme that promotes your goods. Our referral programme rewards people for introducing new businesses to OnFire; it does not distribute your inventory.

2.4 Your brand and content

To show your listings we need permission to use your material. If you operate as a merchant, you grant us a non-exclusive, royalty-free, worldwide licence to use, reproduce, display and distribute your business name, trading name, logo, trademarks, images and menu content on OnFire and in marketing and promotional material relating to OnFire. You keep ownership of all of it. The licence exists so we can display and promote your listings; it does not let us sell your goods on our own account or license your brand to anyone else.

2.5 Your identity as the seller

Consumers should be able to see who they are buying from. Where you list through OnFire, your listing carries the name of the account that published it.

3. Restriction, Suspension and Termination

3.1 What we can do

The measures available to us are:

• • Suspending or removing an individual listing.
• • Hiding a listing published to a community channel.
• • Freezing your account, which signs you out and stops you using OnFire.
• • Suspending a driver account.
• • Restricting a conversation, which stops new messages between two people.
• • Reducing the visibility of your posts and comments in social feeds without removing them.

3.2 Grounds

We may take one or more of those measures where:

• • You breach these terms, the Terms of Service, the Supported Business Types policy, or an agreement for your particular activity.
• • You operate in a business category that is prohibited, or restricted without the authorisation required.
• • Your listings or conduct are unlawful, fraudulent, or unsafe for consumers or other users.
• • The law, a court, or a competent authority requires us to act.
• • You lose a licence, registration or verification that your activity depends on.
• • A listing may not lawfully be published where it is offered. Short-term rental listings are blocked in jurisdictions that prohibit or restrict them; no European Union jurisdiction is currently blocked.

3.3 Which decisions are automatic

Most enforcement against a business user is decided by a person. Suspending a marketplace listing, freezing an account and withholding a payout always require a decision by a member of our staff. No automated system does any of those things.

Three measures can happen automatically, with no person involved:

• • A listing published to a community channel is hidden once three reports about it are outstanding.
• • A conversation is locked, for both participants, where our child-safety systems detect a critical risk. Both participants are also removed from group conversations they share.
• • Where our systems detect child sexual abuse material with very high confidence, the account's later posts and comments stop appearing to others.

3.4 Telling you why

Where we suspend or remove an accommodation listing, we send you a notice naming the listing and giving the reason. Where we freeze an account, we record the reason and the supporting detail, show it to you, and open an appeal with a deadline.

For the other measures in section 3.1, we do not currently send you a statement of reasons at the time we act. We are building that, and until it exists you can ask us why at any time using section 10, and we will tell you unless the law prevents us. We do not have a fixed notice period before terminating a business user's access.

Reducing the visibility of posts and comments is by design not notified.

3.5 Putting it right

You can always ask us to explain the facts behind a decision and ask us to look at it again. If we change our mind, we restore your access without delay, including access to your data.

4. Ranking

The parameters that decide the order your goods and services appear in, how much weight each carries, and whether payment can change that order, are set out in full at Ranking Parameters for Business Users. That page forms part of these terms.

The short version: you cannot pay to rank higher on OnFire, anywhere. There is no promoted, boosted or sponsored placement in any listing or search result, and no subscription or commission level changes your position.

5. Payments, Delivery and Other Services

Payments. To be paid through OnFire you must hold a Stripe Connect account. That is the only payment route we operate, and you cannot use a different processor to take payment for an OnFire transaction. Setting one up is a condition of listing accommodation or a vehicle. Stripe verifies your identity and holds those records; we do not. Outside the United States, Connect accounts are currently opened as Irish accounts.

Delivery. Restaurant orders placed through OnFire are delivered by couriers working through OnFire. There is currently no way to fulfil an OnFire food order with your own drivers.

Insurance. We do not offer insurance or any protection product to consumers alongside your goods or services, in any category. Where insurance is needed, arranging it is your responsibility, and your agreement for that activity says so. A security deposit held on a rental is a limited remedy between you and the renter, not insurance.

Payment cards. OnFire issues payment cards to its users through the Wallet. They are not offered to consumers as part of your listings.

What you pay us. Restaurant orders carry a 25% commission on the items subtotal. Rides carry 20% of the fare. Accommodation and vehicle listings carry a service fee set per listing, which is currently zero on almost every listing. Marketplace selling carries no commission or listing fee. We charge nothing to pay you out. Where a fee applies it is shown to you before you accept. We give at least 30 days' notice before increasing a commission rate.

6. Whether We Favour Our Own Offerings

OnFire does not operate a seller account of its own. We do not sell products, list accommodation, list vehicles, run a restaurant or publish courses in competition with you, and no company we control does.

Because we do not compete with you, there is no differentiated treatment to describe. For completeness: every listing is ordered by the same rules, whoever published it; featured status cannot be bought by anyone; the same fees apply regardless of who is selling; and no seller has access to data that another does not.

A large part of our product catalogue was imported from third-party retail catalogues rather than published by sellers who signed up. Those listings are ordered by the same rules as yours, carry no fee advantage, and receive no preferential placement.

The other things OnFire sells — advertising, phone numbers, domains and AI credits — sit on their own surfaces and do not appear in the listings you compete in.

7. Ending the Relationship, and Your Data

You can close your account at any time in Settings. Closing it removes your personal details from your profile and signs you out everywhere. Your payout connection is disconnected, so you stop being paid.

Closing your account does not take your listings down. They stay published and can still be bought until you remove them. If you are leaving, delete your listings first.

Where we delete an account entirely, listings are removed, except any that a booking or order in the last seven years depends on — we are required to keep those records. Removing a listing also removes the reviews, photos and menus attached to it. Reviews you wrote about others are deleted with your account.

Completed bookings are kept for accounting and tax purposes: personal details in them are removed after three years, and the records are archived after seven. A request to erase your data cannot override that retention period.

Before you leave, take what you need. Accommodation hosts can download their full transaction history, an accounting journal and a profit-and-loss summary as spreadsheets, from Earnings. There is no equivalent download for other activities, and no single export covering your whole account, so save anything you want to keep before closing your account. We do not provide an export after an account is closed.

Conversations with your customers are tied to their accounts, not yours. After you leave, they remain but you no longer have access to them.

8. Access to Data

8.1 Data about your own activity

You can see, in the app:

• • Sales — every sale, its status and amount, your revenue total, and the detail of each order.
• • Earnings and payouts — for accommodation, per booking: gross, our fee, tax, and your net, plus what is still to come and what has been paid out. Equivalents exist for rides and vehicle rentals. Payout history is in the Wallet.
• • Bookings and messages — a calendar and an inbox for accommodation and vehicle hosts, plus pricing rules and guest screening settings.
• • Ratings — the rating and review count shown publicly on your listing.

Accommodation hosts can export transactions, an accounting journal and a profit-and-loss summary as spreadsheets. There is no export for other activities.

We do not give you data about how your listings perform. There is no view count, impression count, click-through rate or conversion rate for a listing, product, vehicle, restaurant or course. We measure impressions internally to operate the service, and do not currently make them available to you. Advertisers are the exception: if you run an advertising campaign, that campaign has its own statistics.

8.2 Data about other businesses

You have no access to data about other business users, and no aggregated or benchmark data about the marketplace — no category averages, no comparisons, no demand data. You see your own activity only.

8.3 Consumers' personal data

You receive only what you need to fulfil the order. For every sale you see the customer's name. For a food order you also see the delivery address and contact number. For a ride the driver sees the pickup and destination. Accommodation and course sales show the customer's name only. The exported host spreadsheets include guest names.

You are responsible for that information under data protection law. Use it to fulfil the transaction, and not to market to the customer unless they have agreed.

8.4 Data we share with others

We use one third-party product analytics provider, PostHog, to understand how OnFire is used. It receives your account identifier, name and email address, and events about activity on the service. For accommodation, those events include the listing involved, its nightly price, city and country, and, when a booking completes, the booking reference and total amount.

That data is processed on servers in the United States. We do not use advertising networks, and we do not sell or license your data or your customers' data to anyone. We receive no payment for sharing it, and you receive none.

If you are in the European Union, the European Economic Area or the United Kingdom, we ask before enabling analytics and you can turn it off at any time in Privacy Settings. Turning it off stops all of the above. Elsewhere, analytics is on by default and there is currently no in-app switch.

Beyond that we share data only with the providers we need to run the service — payments, messaging, maps, storage and similar — and only for that purpose. The Privacy Policy covers this in full.

9. Selling Elsewhere

You are free to sell the same goods and services anywhere else, on any terms you like, including cheaper. We do not require price parity, we do not ask for exclusivity, and nothing in our terms or our product stops you listing on your own site or on a competing platform. Drivers may work through competing apps at the same time.

Because we impose no restriction, we owe you no explanation for one.

One thing we do ask: where a booking or order starts on OnFire, complete it on OnFire. Taking an OnFire-originated transaction off the platform to avoid fees, deposits or protections is a breach of your agreement. That is about transactions that began here; it does not limit what you do elsewhere.

10. Complaints

If you disagree with something we have done, write to [email protected] with any supporting documents. We review appeals about your business category or a restriction on your business within 10 business days. If your account has been frozen, you can appeal from the frozen-account screen before the deadline shown there. For anything involving safety, write to [email protected].

More detail, including on mediation, is at Complaints and Mediation for Business Users.

None of this affects your right to go to court, or the right of organisations representing business users and of public bodies to bring proceedings to stop a breach of the Regulation.

11. Contact