Terms & Conditions
Last updated: 8 September 2026
Definitions
The following definitions apply throughout these Terms & Conditions and ensure legal clarity and consistency.
Creators (Clients)
Individuals who use Knack to discover and book creative professionals, including artists, musicians, influencers, content creators, and podcasters.
Pros (Service Providers)
Skilled professionals who offer services through Knack, including music producers, engineers, videographers, photographers, editors, and other creatives.
Knack
The platform, marketplace, and associated services operated by Knack.
Eligibility & Service Area
You must be at least 18 years old to register, create a profile, book services, or sell services on Knack. By creating an account, you represent and warrant that you are 18 or older. We may verify age at any time and reserve the right to suspend or terminate accounts that breach this requirement. Where local laws require a higher minimum age, that higher age applies.
Knack is available only to users resident in the United Kingdom or one of the 27 EU member states (Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden). Accounts registered from outside this service area may be suspended.
Jurisdiction and Governing Law
These Terms are governed by the laws of England and Wales. EU consumers retain the mandatory consumer protection rights of their country of residence — these protections apply in addition to (not instead of) these Terms. Disputes will be resolved in the courts of England and Wales unless local EU consumer protection law requires otherwise.
Service Availability
Knack operates across the United Kingdom and the 27 EU member states where Stripe payment processing is supported. All charges are processed in GBP (£); EUR display is provided for reference only — your bank handles any conversion. Knack reserves the right to restrict access from specific jurisdictions where required by law without notice.
Platform Liability
Knack provides a marketplace platform connecting Creators and Pros (Service Providers). We do not accept liability for bookings, communications, or transactions that take place outside of our platform.
All bookings made through Knack are protected by our payment system and dispute resolution process. However, any arrangements made independently off-platform are entirely at your own risk and are not covered by our terms, payment protection, or support services.
Payment Structure
How Payments Work
Payment Authorization
You can request a booking in advance without a card hold. After the Pro accepts, payment opens five days before the session so the authorization remains valid through the work date.
Funds Held Securely
During the five-day payment window, the full agreed amount is authorized on your card but not captured. If payment is not authorized, the session is not payment-confirmed.
Job Completion & Payment Release
After both parties confirm the job is complete, the authorized amount is captured. Standard Pros receive 88% and Knack retains a 12% platform commission; VIP Pros receive 100%.
Payment Protection
- ✓Your payment is secure and protected throughout the booking process
- ✓Pros receive payment only after job completion is confirmed
- ✓Disputes can be raised before final payment release
- ✓All payments processed through secure Stripe infrastructure
Cancellation & Refund Policy
48+ Hours Before Booking
100% RefundCancel 48 hours or more before your scheduled booking time for a full refund. If payment has only been authorized, the authorization is cancelled; if the payment window has not opened, no payment action is required.
Between 48-4 Hours Before
50% RefundCancellations made between 48 hours and 4 hours before your booking will receive a 50% refund. The remaining 50% is paid to the Pro as compensation for the short-notice cancellation.
Less Than 4 Hours Before
No RefundCancellations made less than 4 hours before your scheduled booking time are non-refundable. The full payment will be released to the Pro.
Important Notes
- •Cancellation time is calculated from the scheduled booking start time
- •Refunds are processed within 5-10 business days
- •Pros may have additional cancellation terms - check their profile
- •No-shows are treated as cancellations less than 4 hours before (no refund)
- •Cancellation refunds are processed in the original currency charged. If exchange rates have moved between booking and refund, the refund amount in the buyer's local currency may differ slightly from the original charge — this is a standard banking effect, not a Knack policy.
Tax Responsibilities
Pros are responsible for declaring income and paying applicable taxes in their country of residence. Knack does not provide tax advice. Any taxes actually collected will be shown at checkout; users should consult a qualified adviser about their own obligations.
Disputes & Resolution
Payment Disputes
If there is a complaint about a completed job or a Creator disputes the final payment, any authorized or captured funds remain subject to the payment provider's dispute and refund process until the dispute is resolved. During this time:
- 1.The Creator and Pro are encouraged to communicate and resolve the issue directly
- 2.Either party can escalate the dispute to Knack support through the AI assistant
- 3.Knack team will review evidence from both parties (messages, files, booking details)
- 4.A decision will be made to either release funds to the Pro, refund the Creator, or split the payment
Dispute Resolution Timeframe
Disputes must be raised within 7 days of the booking completion date. We aim to resolve all disputes within 14 days of the dispute being filed.
Pro Protection
Pros are protected against unfair disputes. If a Creator refuses to pay without valid reason:
- • Knack will review the booking history and communications
- • Evidence of completed work will be considered
- • Frivolous disputes may result in account penalties for the Creator
- • Funds will be released to the provider if the dispute is found to be invalid
User Responsibilities
For Creators:
- •Provide accurate project requirements and expectations
- •Communicate promptly and professionally
- •Arrive on time for bookings or notify the Pro of changes
- •Confirm job completion honestly and promptly
- •Only raise disputes with valid concerns
For Pros:
- •Deliver services as described in your profile and booking agreement
- •Maintain professional standards and quality
- •Keep your availability calendar accurate and up-to-date
- •Communicate clearly about pricing, deliverables, and timelines
- •Confirm job completion only when work is fully delivered
Additional Terms
Subscription Services
Subscription fees are separate from booking payments. Subscriptions grant access to platform features but do not guarantee bookings or service quality. You may cancel your subscription at any time.
Content & Intellectual Property
Users retain ownership of their content. By uploading portfolio items, profile information, or messages, you grant Knack permission to display this content on the platform for the purpose of providing our services.
Account Termination
We reserve the right to suspend or terminate accounts that violate our terms, engage in fraudulent activity, or consistently receive complaints. Users with active bookings will be notified and given time to resolve pending work.
Changes to Terms
We may update these terms from time to time. Users will be notified of significant changes via email. Continued use of the platform after changes constitutes acceptance of the updated terms.
Contact & Support
For questions about these terms or to report issues, email hello@knackapp.co, contact our support team through the AI assistant available on every page, or visit our Help Center.
Legal Provisions
Governing Law & Jurisdiction
These Terms are governed by the laws of England and Wales. EU consumers retain the mandatory consumer protection rights and court access available in their country of residence; nothing here removes those rights.
Limitation of Liability
Knack's total aggregate liability to you for any claims arising out of or in connection with these Terms shall not exceed the total fees paid by you to Knack in the 12 months preceding the claim.
Knack shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, data, goodwill, or business opportunities.
Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded by law.
Indemnification
You agree to indemnify, defend, and hold harmless Knack and its officers, directors, employees, and agents from and against any claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising out of or in connection with your use of the platform, your breach of these Terms, or your violation of any third-party rights.
Force Majeure
Knack shall not be liable for any failure or delay in performance of its obligations under these Terms where such failure or delay results from circumstances beyond Knack's reasonable control, including but not limited to acts of God, natural disasters, pandemic, government action, internet or infrastructure outages, or third-party service failures.
Severability
If any provision of these Terms is found to be invalid, unlawful, or unenforceable by a court of competent jurisdiction, that provision shall be deemed severed from these Terms. The remaining provisions shall continue in full force and effect.
Entire Agreement
These Terms and Conditions, together with our Privacy Policy, constitute the entire agreement between you and Knack with respect to your use of the platform and supersede all prior agreements, representations, and understandings.
Consumer Rights
UK Creators: Nothing in these Terms affects your statutory rights as a consumer under the UK Consumer Rights Act 2015.
EU Creators: Nothing in these Terms affects your statutory rights under the EU Consumer Rights Directive (2011/83/EU), the EU Unfair Contract Terms Directive (93/13/EEC), or any equivalent national consumer protection law in your country of residence.
By using Knack, you agree to these Terms & Conditions
Last updated: 8 September 2026