1. Purpose and Scope
This Acceptable Use Policy (“AUP”) sets out the rules of conduct that all Users — Clients, Providers, and visitors — must follow when accessing or using the Lusoliv Platform. It supplements the Terms and Conditions of Use and forms part of the agreement between Lusoliv and each User.
2. Purpose of the Platform
The Platform exists to facilitate the arrangement and performance of household services (cleaning, handyman, furniture assembly, and adjacent services) between English-speaking Clients and vetted local Providers, in Portugal. Use of the Platform for any other purpose is prohibited.
3. Prohibited Content and Conduct
The following are strictly prohibited on the Platform:
3.1 Illegal Activity
Any activity that violates Portuguese or European Union law, including tax, labour, immigration, and safety legislation.
Uploading, transmitting, or referencing content that is illegal, terrorism-related, or that facilitates the sale of prohibited goods or services.
3.2 Fraud and Misrepresentation
Providing false, inaccurate, misleading, or incomplete information at registration, in a Booking, in reviews, or in any communication.
Impersonating another person or entity, or misrepresenting affiliation with any person or entity.
Manipulating ratings or reviews, including submitting or soliciting fake reviews, incentivised reviews without disclosure, or coordinated review campaigns.
3.3 Circumvention of the Platform
Arranging payment or performance outside the Platform for services first discovered through it (“platform bypass”).
Soliciting Providers or Clients away from the Platform for services first identified through it.
3.4 Harassment and Discrimination
Any form of harassment, discrimination, threats, intimidation, or abuse based on race, ethnicity, nationality, religion, gender identity, sexual orientation, disability, age, or any other protected characteristic.
Sexually explicit, obscene, or otherwise inappropriate content or communications.
3.5 Intellectual Property and Privacy Violations
Uploading or transmitting content that infringes the intellectual property, privacy, or personality rights of third parties.
Collecting or storing personal data of other Users without their consent.
3.6 Technical Abuse
Introducing malicious code, attempting unauthorised access, scraping, or otherwise interfering with the operation, security, or integrity of the Platform.
Automated access to the Platform (bots, scripts) without Lusoliv’s prior written consent.
Interfering with other Users’ use of the Platform.
3.7 Prohibited Services
The following categories of services may not be offered or requested through the Platform:
Any service requiring a licence, certification, or professional registration that the Provider does not hold (for example, regulated electrical or gas work, medical services).
Adult, escort, or sexually oriented services.
Childcare or eldercare services outside the specific household support scope agreed in writing with Lusoliv.
Firearms handling, controlled substances, or other regulated activities.
4. Content Moderation
Lusoliv reserves the right, but has no general obligation, to monitor content transmitted through the Platform. Content that appears to breach this AUP or applicable law may be removed, and the account responsible may be suspended or terminated. Users may notify Lusoliv of suspected violations at contact@lusoliv.com.
Lusoliv’s content moderation is carried out in accordance with Regulation (EU) 2022/2065 (Digital Services Act) and Law no. 12-A/2026 of 15 April, including through notice-and-action mechanisms and appropriate procedural safeguards.
5. Reporting Illegal Content
Any User or third party who believes that content on the Platform is illegal may submit a notice to contact@lusoliv.com. The notice should include:
A sufficiently substantiated explanation of the reasons why the content is considered illegal.
A clear indication of the exact electronic location of the content (URL) or other identifying information.
The name and contact details of the notifier, unless the notice concerns offences covered by the Digital Services Act where anonymity is preserved.
A statement of good faith belief that the information in the notice is accurate and complete.
Lusoliv will acknowledge receipt of the notice, examine the content in a diligent, non-arbitrary, and objective manner, and communicate its decision, including a statement of reasons and information on redress mechanisms, in accordance with Article 16 of the Digital Services Act.
6. Consequences of Violation
Breach of this AUP may result in one or more of the following actions:
Warning.
Removal or restriction of specific content or listings.
Temporary suspension of the account.
Permanent termination of the account.
Withholding of pending payments where fraud or misconduct is reasonably suspected.
Reporting to competent authorities, where required by law or where public safety is at risk.
Legal action for damages where Lusoliv has suffered loss.
Lusoliv will follow proportionate, transparent, and reasoned procedures when imposing restrictions, in accordance with the Digital Services Act. Users have the right to appeal restrictions in the terms set out in the Terms and Conditions.
7. Amendments
This AUP may be updated to reflect changes in law, Platform features, or operational practice. Material changes will be notified to Users at least 15 days before taking effect.
8. Contact
Lusoliv, Lda
contact@lusoliv.com