Terms of Service

01 Definitions

• Client: a user who requests services through the Platform.
• Provider: a user approved by Agiliza to offer services through the Platform.
• Listing: a service published by a Provider, with its category, description, photographs and hourly rate.
• Booking: a request for a Listing on a given date, time and number of hours, and the resulting agreement once accepted.
• Price: the Provider's hourly rate multiplied by the booked hours, inclusive of VAT where applicable.
• Service Fee: the amount charged by Agiliza to the Client in addition to the Price.
• Commission: the amount retained by Agiliza from the Price paid to the Provider.

02 Nature of the Platform

Agiliza operates an online marketplace that enables Clients to find and book home services in Portugal from independent Providers, to pay for them, and to contact the Provider in connection with a Booking.

Agiliza does not provide the services and does not employ Providers. Providers act in their own name and on their own account, determine the services they offer, their prices and their availability, and are solely responsible for the services they deliver. The contract for the service is concluded between the Client and the Provider. Agiliza provides the Platform, processes payment through its payment partner and intervenes in the resolution of issues under section 8.

03 Eligibility and account

The Platform may be used only by persons aged 18 or over with legal capacity to contract. A single account may be used as a Client and, after approval, as a Provider.

Authentication is by mobile phone number and a one-time code sent by SMS or voice call. The user is responsible for the security of the device and account, for keeping the phone number, email address and other details accurate, and for all activity carried out through the account. Suspected unauthorised use must be reported to ola@agiliza.services without delay.

Agiliza may suspend or terminate an account that breaches these Terms, is used fraudulently or where required by law. The user may delete the account at any time under section 13.

04 Bookings

A Booking is requested by selecting a Listing, a date, a time slot and a number of hours within the limits shown on the Platform, and a service address. The Price and the Service Fee are displayed before the request is sent.

On sending a request, an authorisation for the total amount is placed on the Client's payment method. The Provider has two hours to accept. On acceptance the amount is charged and the Booking is confirmed. If the Provider declines or does not respond within two hours, the request expires, the authorisation is released and no amount is charged. Where a Provider has enabled instant confirmation, the Booking is confirmed and charged on request.

The Client is responsible for the accuracy of the service address and for access to it at the booked time.

05 Price, fees and payment

The Price is set by the Provider and includes VAT where applicable. The Service Fee is set by Agiliza, is shown before confirmation and covers payment processing and the operation of the Platform. The rates in force are stated in section 15. All amounts are in euros.

Payments are processed by Stripe Payments Europe, Ltd. ("Stripe"). Accepted methods are debit and credit cards, Apple Pay, Google Pay and Link. Agiliza does not receive or store full card numbers. Agiliza issues a receipt for each paid Booking, available in the application, bearing the Client's NIF where the Client has provided it. The Provider is responsible for issuing the invoice required by law for the service.

06 Cancellation and refunds

A pending request may be withdrawn by the Client at any time before acceptance, without charge; the authorisation is released.

A confirmed Booking may be cancelled by the Client in the application:

• 24 hours or more before the start time: cancellation is free of charge and the total amount paid, including the Service Fee, is refunded to the original payment method.
• Less than 24 hours before the start time: the Booking is not refundable. The Provider has reserved the time and is paid for the Booking.

No partial refunds are made. Refunds are credited within the period set by the Client's payment provider.

Cancellation by the Provider, at any time, or by Agiliza (including following suspension of the Provider) results in a full refund to the Client. The applicable deadline is displayed on each Booking.

07 Performance of the service

For the purpose of coordinating the service, the Platform discloses the Provider's phone number to the Client from 24 hours before the start time until the Booking is completed or cancelled, and discloses the Client's phone number to the Provider from acceptance until the Booking is completed or cancelled. Phone numbers are not accessible outside these periods and may be used only in connection with the Booking.

On completion of the service the Provider marks the Booking as done and the Client confirms it in the application. In the absence of confirmation, the Booking is completed automatically after the period shown in the application. The Provider's payment is transferred only after completion.

08 Issues and disputes

Where the service was not performed, or not performed as described in the Listing, the Client may report an issue in the application within seven days of completion, with supporting photographs where relevant. While an issue is open, the transfer of the Provider's payment is withheld. Agiliza assesses the information provided by both parties and may refund the Client in full, release the payment to the Provider, or dismiss the report. Agiliza aims to respond within one business day. The Client retains the right to pursue any claim against the Provider directly.

09 Reviews

A Client may submit one review per completed Booking, consisting of a rating from one to five stars and optional text, editable for the period shown in the application. Reviews must be truthful, based on the Client's own experience, and must not contain personal data of third parties, offensive or unlawful content. Agiliza may hide a review that breaches these requirements. Providers cannot remove reviews. Ratings displayed on the Platform are averages that give reduced weight to a small number of reviews.

10 Prohibited conduct

Users must not:

• use the Platform for unlawful, fraudulent or harmful purposes;
• request Bookings without the intention of using the service, or make repeated requests intended to disrupt a Provider;
• arrange or accept payment outside the Platform for a service found through it, or solicit another user to do so;
• harass, threaten or discriminate against any person;
• upload content they are not entitled to use, or content that is offensive or misleading;
• interfere with the Platform, extract data from it, or attempt to access accounts or systems without authorisation.

Breach of this section may result in suspension or termination of the account.

11 Liability

Agiliza operates the Platform with reasonable skill and care but does not warrant that it will be uninterrupted or free of errors. Agiliza verifies Providers' identity through its payment partner and reviews Listings before publication, but does not supervise the performance of services. To the extent permitted by law, Agiliza is not liable for loss or damage caused by a Provider, and Agiliza's aggregate liability to a user arising from the Platform is limited to the Service Fees paid by that user in the twelve months preceding the event giving rise to the claim.

Nothing in these Terms excludes or limits liability that cannot be excluded or limited by law, including liability for death or personal injury caused by negligence or for fraud, or the mandatory rights of consumers.

12 Consumer rights

Users acting as consumers benefit from the rights conferred by Portuguese and European Union consumer law, which these Terms do not restrict. Complaints may be submitted through the Livro de Reclamações Eletrónico (livroreclamacoes.pt). Disputes that cannot be resolved with Agiliza may be submitted to a consumer arbitration centre in Portugal (consumidor.gov.pt). As the service is performed on a date chosen by the Client with the Client's express request, the right of withdrawal under distance-selling rules does not apply once performance has begun; section 6 governs cancellation.

13 Account deletion

The user may delete the account in the application (Profile → Delete my account) or by written request from the email address on the account. Deletion is not possible while the user has a pending or confirmed Booking. On deletion, the profile, addresses, saved payment methods, notifications, device tokens and phone number are removed. Receipts and payment records are retained for ten years as required by tax law, and reviews are retained without the author's name, as described in the Privacy Policy.

14 Amendments

Agiliza may modify the Platform and these Terms. Material changes are notified in the application or by email at least 30 days before they take effect. Continued use of the Platform after that date constitutes acceptance; a user who does not accept may delete the account.

15 Rates in force

At the date stated above:

• Service Fee charged to Clients: 2% of the Price plus €0.35 per Booking.
• Commission retained from Providers: 5% of the Price, inclusive of VAT.

Rates may be changed with at least 30 days' notice in the application. The rates applicable to a Booking are those displayed when the Booking was requested.

16 Governing law and contact

These Terms are governed by Portuguese law. The courts of Lisbon have jurisdiction, without prejudice to mandatory consumer-protection rules conferring jurisdiction on the courts of the consumer's residence.

Contact: ola@agiliza.services.