1. Purpose
This Satisfaction Guarantee is a voluntary commitment offered by Lusoliv to give Clients confidence that, if a Booking does not meet reasonable quality standards, the matter will be addressed promptly and fairly. It supplements — and does not restrict — the Client’s rights under Portuguese consumer protection law.
2. What Is Covered
The Guarantee applies to Bookings performed through the Lusoliv Platform where:
The service delivered materially fails to meet the description or reasonable quality standards for the service category booked.
The Provider fails to complete the service without valid reason (partial performance).
Damage is caused to the Client’s property directly and solely by the Provider’s negligence during the performance of the service.
3. What Is Not Covered
The Guarantee does not apply where:
The Client’s dissatisfaction relates to a change of mind unrelated to workmanship (for example, preferring a different aesthetic result that was not agreed at Booking).
Pre-existing conditions of the property (for example, plumbing issues, wear and tear) are alleged to have been caused by the service.
The Client requested work beyond the scope originally agreed and was dissatisfied with the outcome of that additional work.
Damage arises from force majeure or from circumstances outside the Provider’s reasonable control (for example, defective materials supplied by the Client).
The Client’s account is not in good standing, or where fraud or misuse of the Guarantee is reasonably suspected.
The complaint is submitted more than 7 calendar days after job completion, except in respect of latent damage not reasonably discoverable within that window, and in any event no later than 30 calendar days after job completion.
4. How to Make a Claim
Claims should be submitted through:
The dedicated complaint channel on the Platform, or
Email to contact@lusoliv.com, or
The Electronic Complaints Book at www.livroreclamacoes.pt.
Each claim should include:
The Booking reference number.
A clear description of the issue.
Photographic or video evidence, where reasonably possible.
The remedy sought (re-performance, refund, or credit).
5. Investigation Process
Lusoliv will acknowledge receipt of the claim within 2 business days and complete the investigation within a target of 5 business days, extendable to 15 business days for complex cases. During the investigation, Lusoliv may:
Request additional information or evidence from the Client.
Contact the Provider for their account of events.
Where necessary, arrange an in-person inspection through Lusoliv’s local Country Manager or another authorised representative.
The Client and the Provider will each be kept informed of progress and given a fair opportunity to be heard.
6. Remedies
Following investigation, Lusoliv will propose one or a combination of the following remedies, at Lusoliv’s reasonable discretion and in proportion to the deficiency established:
6.1 Re-Performance
The disputed part of the work will be re-performed at no additional cost, by the same Provider (where the Client agrees) or by a different Provider assigned by Lusoliv.
6.2 Partial Refund
A partial refund of the Job Price, calibrated to the extent of the deficiency.
6.3 Full Refund
A full refund of the Job Price where the deficiency is material and re-performance is not practical, has failed, or is refused by the Client for reasonable cause.
6.4 Platform Credit
Platform credit toward a future Booking, potentially at an enhanced value (for example, 110% of the refunded amount) at Lusoliv’s discretion as a gesture of goodwill.
6.5 Property Damage
Where property damage is established, Lusoliv will facilitate a claim against the Provider’s civil liability insurance (which Providers are required to maintain under the Provider Services Agreement) or, where the Provider is at fault and insurance does not cover the incident, contribute up to a discretionary cap of EUR 300 per Booking as a goodwill measure without admission of liability. This discretionary contribution does not limit the Client’s right to pursue the Provider directly for full damages.
7. Relationship with Statutory Rights
This Guarantee is granted in addition to, and does not restrict, the Client’s rights under:
Law no. 24/96 of 31 July (Consumer Protection Law).
Decree-Law no. 24/2014 of 14 February (Distance and Off-Premises Contracts).
Decree-Law no. 84/2021 of 18 October (conformity of goods and services).
Any other mandatory rules of Portuguese and European Union consumer law.
8. Appeals
Where the Client disagrees with the outcome of a claim, the Client may appeal in writing to contact@lusoliv.com within 15 days of receiving the decision. The appeal will be reviewed by a senior member of Lusoliv’s team who was not involved in the original decision.
Independent alternative dispute resolution remains available at all times through CNIACC or CACCL, as set out in the Terms and Conditions.
9. Contact
Lusoliv, Lda
contact@lusoliv.com