1. Introduction
This Refund and Cancellation Policy explains how cancellations, refunds, and rescheduling are handled on the Lusoliv Platform. It supplements the Terms and Conditions of Use and applies to all Bookings made through the Platform.
2. Definitions
“Booking” — a service contract concluded between a Client and a Provider through the Platform.
“Job Price” — the total price of the Booking, inclusive of VAT.
“Client” — the Platform user who books a service.
“Provider” — the independent service professional performing the service.
“Cancellation window” — the period before the scheduled start time within which a cancellation or rescheduling may be effected free of charge.
3. Cancellation by Client
3.1 Free Cancellation (More than 24 Hours Before Start)
The Client may cancel or reschedule any Booking free of charge up to 24 hours before the scheduled start time. Any amount already paid will be refunded in full within 14 days, using the same means of payment as the original transaction, or refunded as platform credit at the Client’s option.
3.2 Late Cancellation (Within 24 Hours)
Cancellations made less than 24 hours before the scheduled start time are subject to a cancellation fee of 50% of the Job Price, retained to compensate the Provider for reserved time. The remaining 50% is refunded to the Client within 14 days.
3.3 No-Show
Where the Provider arrives at the service address at the scheduled time and is unable to perform the service because the Client is absent, has denied access, or has failed to provide necessary information despite reasonable prior efforts to obtain it, the Booking is treated as a no-show and 100% of the Job Price is retained, without refund.
4. Cancellation by Provider
4.1 Reassignment
Where the Provider cancels a Booking after acceptance, Lusoliv will use reasonable efforts to assign a substitute Provider for the same scheduled slot. Where a substitute is successfully assigned, the Booking proceeds and no refund is due.
4.2 No Reassignment
Where no substitute Provider can be assigned in time, the Booking is deemed cancelled by Lusoliv and 100% of the Job Price is refunded to the Client, using the same means of payment as the original transaction, within 14 days. Alternatively, the Client may elect to receive platform credit equal to 110% of the Job Price, valid for 6 months.
4.3 Repeated Provider Cancellations
Providers with repeated cancellations without valid reason are subject to Lusoliv’s performance rules and may face temporary suspension or termination in accordance with the Provider Services Agreement.
5. Rescheduling
Both Client and Provider may propose to reschedule a Booking. Rescheduling requires the express agreement of both parties. Where rescheduling is agreed more than 24 hours before the original scheduled start time, no fee applies. Where rescheduling is agreed within 24 hours, a rescheduling fee equal to 25% of the Job Price may be applied.
6. Refunds Following Complaint (Satisfaction Guarantee)
Where the Client raises a substantiated complaint about the quality of a completed Booking under the Satisfaction Guarantee (Clause 8 of the Terms and Conditions), Lusoliv may, following investigation, apply one or more of the following remedies:
Re-performance of the disputed work by the same or a different Provider at no additional cost.
Partial refund of the Job Price, calibrated to the extent of the deficiency.
Full refund of the Job Price where the deficiency is material and re-performance is not practical or has failed.
Platform credit toward a future Booking.
The specific remedy is determined at Lusoliv’s reasonable discretion, in consultation with the Client and Provider, taking into account the nature and severity of the complaint.
7. Withdrawal Right (Distance Contracts)
Where the Client is a consumer under Portuguese law, the Client has a statutory right of withdrawal within 14 days from Booking confirmation under Decree-Law no. 24/2014, as set out in Clause 9 of the Terms and Conditions. This right is granted in addition to the cancellation rights described in this Policy.
Where the Client expressly requests that the service commence during the withdrawal period, and expressly acknowledges the loss of the withdrawal right upon full performance, the withdrawal right is lost once the service has been fully performed. Where the service has been partially performed at the Client’s express request, the Client shall pay the pro-rata amount for the work performed up to the moment of notification of the withdrawal.
8. Refund Method and Timeline
Refunds are made via the same means of payment used for the original transaction, unless the Client expressly agrees otherwise.
Where a refund is not possible via the original payment method, refunds may be made by bank transfer to an account nominated by the Client.
Refunds are processed within 14 days of the refund decision. Actual receipt by the Client may be delayed by up to 5 additional business days depending on the payment processor and card issuer.
Where Lusoliv fails, without justification, to comply with the 14-day refund period following the exercise of a statutory right of withdrawal, the Client is entitled to reimbursement in double the paid amounts within 15 business days, in accordance with Article 12(4) of Decree-Law no. 24/2014.
9. Credit Notes
Each refund gives rise to the issuance of a credit note (“nota de crédito”) from the Provider to the Client, cancelling in full or in part the original fatura, and — where applicable — a corresponding credit note from Lusoliv to the Provider in respect of the Commission. These credit notes are automatically generated through the Platform’s certified invoicing infrastructure.
10. Complaints and Escalation
Where the Client disagrees with a refund or cancellation decision, the Client may:
Submit a complaint through the Electronic Complaints Book (Livro de Reclamações Eletrónico) — www.livroreclamacoes.pt.
Contact one of the alternative dispute resolution entities identified in Clause 18.2 of the Terms and Conditions (CNIACC or CACCL).
Access the European ODR platform at ec.europa.eu/consumers/odr.
Pursue the matter before the competent Portuguese courts.
11. Amendments
This Policy may be updated to reflect changes in law or operational practice. Material changes will be notified to Users at least 15 days before taking effect.
12. Contact
Lusoliv, Lda
contact@lusoliv.com