1. Preliminary Information
These Terms and Conditions of Use (“Terms”) govern access to and use of the Lusoliv platform, available at lusoliv.com and connected booking and payment channels (“Platform”), operated by Lusoliv, Lda.
1.1 Operator
Corporate name: Lusoliv, Lda
NIPC: 518900940
Registered office: Rua Hermano Neves 18, Piso 3, Escritório 7, 1600-477 Lisboa, Portugal
Registered at the Commercial Registry of Lisbon under the same number
Share capital: EUR 5,000.00
Email: contact@lusoliv.com
1.2 Governing Language
These Terms are drafted in English, which is the governing language between the parties. A Portuguese translation may be made available for convenience; in the event of discrepancy, the English version prevails, save where mandatory Portuguese consumer law requires otherwise.
1.3 Acceptance
By registering, accessing, or using the Platform, the User expressly accepts these Terms, the Privacy Policy, the Cookie Policy, and the Acceptable Use Policy, all of which form an integrated agreement. Users who do not accept these Terms shall refrain from using the Platform.
2. Nature of the Service
2.1 Marketplace and Intermediary Role
Lusoliv operates a digital marketplace (Information Society Service for the purposes of Decree-Law no. 7/2004 of 7 January and Regulation (EU) 2022/2065 – Digital Services Act) that facilitates the conclusion of service contracts between:
Clients — natural or legal persons seeking cleaning, handyman, furniture assembly, and adjacent household services (each a “Booking”); and
Providers — independent, self-employed third parties duly registered for the exercise of their professional activity in Portugal, who perform the service.
2.2 Legal Character of the Relationship
Lusoliv is not the provider of the underlying service. The service is provided by the Provider directly to the Client under a bilateral service agreement formed at the moment the Client confirms the Booking on the Platform. Nothing in these Terms creates an employment, agency, joint venture, franchise, or partnership relationship between Lusoliv and any Provider, save that Lusoliv acts as billing and collection agent (“agente de cobrança”) strictly for the purposes described in Clause 6 (Payments).
2.3 Limits of Liability as Intermediary
As an intermediary hosting service under Articles 11 to 19 of Decree-Law no. 7/2004 of 7 January, Lusoliv is not subject to a general obligation to monitor content transmitted or stored through the Platform, nor to investigate potentially illegal activity, without prejudice to Lusoliv’s obligations under Regulation (EU) 2022/2065 (Digital Services Act) and Law no. 12-A/2026 of 15 April.
3. Eligibility and User Accounts
3.1 Capacity
Users must be at least 18 years old and have full legal capacity to conclude binding contracts under Portuguese law. Legal persons may act through their duly authorised representatives.
3.2 Account Registration
The User undertakes to provide true, current, and complete information at registration and to keep such information updated. Login credentials are personal and non-transferable; the User is responsible for all activity carried out under the account.
3.3 Suspension and Termination of Account
Lusoliv may suspend or terminate an account, without prior notice where necessary, in the event of: (i) breach of these Terms; (ii) provision of false or misleading information; (iii) fraudulent activity, harassment, or unlawful conduct; (iv) repeated cancellations or serious quality failures; (v) attempts to circumvent the Platform or the commission structure; (vi) court order or request from a competent authority. Termination is without prejudice to any refund rights the User may have in respect of Bookings already confirmed but not performed.
4. Provider Vetting and Trader Traceability
4.1 Vetting Process
Providers undergo a vetting process before activation on the Platform, which includes at minimum: verification of identity documents; verification of registration for professional activity, including tax registration (NIF) and, where applicable, activity CAE; verification of criminal record (registo criminal); reference checks; a video interview; and a probationary period during which bookings are limited and monitored.
4.2 Trader Traceability
In accordance with Article 30 of Regulation (EU) 2022/2065 (Digital Services Act) and Law no. 12-A/2026 of 15 April, Lusoliv collects and displays, in respect of Providers acting as traders (“comerciantes”), the information necessary for identification and contact, including name, address, contact details, and where applicable tax registration number.
4.3 Non-Guarantee
Vetting materially reduces but does not eliminate risk. Lusoliv does not warrant the workmanship, punctuality, availability, or personal conduct of any individual Provider beyond what is expressly set out in Clause 8 (Satisfaction Guarantee). The Provider remains the sole legally responsible party for the execution of the service.
5. Booking Process
5.1 Pre-Contractual Information
Before confirmation of any Booking, the Client is provided, in a clear and comprehensible manner, with: (i) the identity and contact details of Lusoliv and, at the appropriate stage, of the assigned Provider; (ii) the essential characteristics of the service; (iii) the total price, inclusive of all taxes and any additional fees; (iv) the payment, execution, and cancellation conditions; (v) the existence of the right of withdrawal (or the loss thereof, as applicable) under Clause 9; and (vi) the availability of complaint and dispute resolution mechanisms.
5.2 Conclusion of Contract
The service contract is concluded, and becomes binding upon Client and Provider, at the moment the Client confirms the Booking and receives electronic confirmation from the Platform. Lusoliv sends the Client a confirmation on a durable medium (email) that constitutes the record of the contract for the purposes of Article 5 of Decree-Law no. 24/2014.
5.3 Correction of Input Errors
Prior to Booking confirmation, the User has appropriate technical means available to identify and correct input errors, as required by Article 27 of Decree-Law no. 7/2004.
6. Prices, Invoicing, and Payment
6.1 Price
The price of each Booking (the “Job Price”) is displayed to the Client before confirmation and includes any applicable Value Added Tax. The Job Price is set by reference to the Provider’s rates, adjusted for the service, location, and duration of the Booking.
6.2 Payment Processing
Payment of the Job Price is collected via the Platform’s payment processor (currently Stripe Payments Europe, Limited) at the moment of Booking or upon job completion, as indicated at checkout. Lusoliv does not store full card data; payment information is processed directly by the payment processor under its own security and compliance standards (PCI-DSS).
6.3 Commission
Lusoliv charges the Provider a commission of eighteen per cent (18%) of the Job Price (the “Commission”), to which Value Added Tax at the applicable Portuguese rate (currently 23%) is added. The Commission is retained by Lusoliv from the funds collected from the Client; the remaining amount is transferred to the Provider through the payment processor.
6.4 Invoicing
Because the Provider is the party legally rendering the service to the Client, the Provider issues an invoice (“fatura”) to the Client for the full Job Price via the Platform’s certified invoicing infrastructure. Lusoliv separately issues an invoice to the Provider for the Commission plus Value Added Tax. Where the Client provides a Portuguese tax identification number (NIF) at checkout, it will be included on the fatura.
6.5 Self-Billing
Where the Provider expressly authorises self-billing (“autofaturação”) in the terms of Article 36, paragraph 11, of the Portuguese VAT Code, Lusoliv may issue the fatura to the Client in the name and on behalf of the Provider, in accordance with the specific written self-billing agreement executed between Lusoliv and each Provider.
7. Cancellation and Rescheduling
7.1 Client Cancellations
The Client may cancel or reschedule a Booking free of charge up to 24 hours before the scheduled start time. Cancellations made within 24 hours of the scheduled start time, and no-shows, are subject to a cancellation fee of 50% of the Job Price, save where the Booking is cancelled for force majeure or where mandatory consumer law provides otherwise.
7.2 Provider Cancellations
Where the Provider cancels a Booking after acceptance, Lusoliv will use reasonable efforts to assign a substitute Provider. If no substitute can be assigned in time, the Booking is deemed cancelled and any amount collected is refunded in full to the Client. Provider cancellations without valid reason are subject to Lusoliv’s Provider performance rules and may result in suspension.
7.3 Force Majeure
Neither party is liable for cancellations arising from force majeure, being events beyond reasonable control, including without limitation natural disasters, government orders restricting movement, sudden serious illness with documentary evidence, or building access denial by a third party.
8. Satisfaction Guarantee
8.1 Scope
Where the Client is not satisfied with the quality of a completed Booking, the Client may raise a complaint through the Platform, by email to contact@lusoliv.com, or through the electronic complaints book (Livro de Reclamações Eletrónico), within seven (7) calendar days of job completion. Photographic evidence and a written description of the issue are required where reasonably possible.
8.2 Remedies
Following investigation, Lusoliv may propose one or more of the following remedies, at Lusoliv’s reasonable discretion and taking into account the nature of the complaint: (i) re-performance by the same or a different Provider of the disputed part of the work at no additional cost to the Client; (ii) partial or full refund of the Job Price; (iii) platform credit toward a future Booking.
8.3 Exclusions
The Satisfaction Guarantee does not cover: (i) dissatisfaction unrelated to workmanship (for example, subsequent change of mind); (ii) pre-existing property conditions not aggravated by the Provider’s work; (iii) damage arising from circumstances outside the Provider’s reasonable control; (iv) work performed outside the scope originally booked and agreed.
8.4 Relationship with Statutory Rights
The Satisfaction Guarantee is granted in addition to, and does not restrict, the Client’s rights under Portuguese consumer law, including under Law no. 24/96 (Consumer Protection Law), Decree-Law no. 24/2014 (Distance Contracts), and Decree-Law no. 84/2021 (conformity of goods and services).
9. Right of Withdrawal (Distance Contracts)
9.1 Statutory Right
Where the Client is a consumer within the meaning of Portuguese law, the Client has the right to withdraw from the service contract, without giving any reason, within fourteen (14) calendar days from the date of Booking confirmation, in accordance with Decree-Law no. 24/2014 of 14 February.
9.2 How to Exercise
To exercise the right of withdrawal, the Client must inform Lusoliv of the decision to withdraw by an unequivocal statement (for example, an email to contact@lusoliv.com). The Client may use the standard withdrawal form set out in Annex B of Decree-Law no. 24/2014, but is not obliged to do so.
9.3 Effects of Withdrawal
Where the right of withdrawal is validly exercised, Lusoliv will reimburse all payments received, using the same means of payment as used for the original transaction, without undue delay and in any event within fourteen (14) days of receipt of the withdrawal notice.
9.4 Loss of Right — Immediate Performance
Where the Client expressly requests that the service commence during the withdrawal period, and expressly acknowledges the loss of the right of withdrawal upon full performance, the Client loses the right of withdrawal once the service has been fully performed, in accordance with Article 17, paragraph 1, subparagraph (a) of Decree-Law no. 24/2014. Where the service has been partially performed during the withdrawal period at the Client’s express request, the Client shall pay the Provider an amount proportional to the service performed up to the moment of notification of the withdrawal.
10. Obligations of the Client
Provide accurate, complete, and up-to-date information at Booking, including a truthful description of the work location, access conditions, and any relevant hazards.
Ensure the necessary authorisations (for example, of the property owner, condominium, or landlord) are in place before the Booking.
Not require the Provider to perform work outside the agreed scope without a new booking arrangement, and not to instruct the Provider to breach applicable law or safety standards.
Treat the Provider with respect and refrain from any form of harassment, discrimination, or unlawful conduct.
Not solicit the Provider to perform services outside the Platform where such services were first identified through the Platform (see Clause 12 on prohibited conduct).
11. Obligations of the Provider
Each Provider undertakes, in addition to the obligations set out in the separate Provider Services Agreement, to:
Maintain valid registration for the exercise of the professional activity in Portugal, including tax registration and, where applicable, activity code (CAE).
Hold and maintain, at the Provider’s expense, any licences, permits, and civil liability insurance required or advisable to perform the services.
Perform each service with professional care and in accordance with the description provided at Booking, using their own tools and supplies unless otherwise agreed.
Issue a fatura to the Client for each service performed, or authorise self-billing through Lusoliv in the terms of Clause 6.5.
Comply with all applicable tax, social security, and labour obligations.
12. Prohibited Conduct
The following conduct is prohibited on the Platform:
Arranging payment or performance outside the Platform for services first discovered through it, so as to circumvent the Commission (“platform bypass”).
Providing false, misleading, or fraudulent information at registration, in profile content, in reviews, or in any communication.
Uploading or transmitting content that is illegal, defamatory, obscene, harassing, discriminatory, or that infringes intellectual property or privacy rights of third parties.
Interfering with the Platform’s technical infrastructure, uploading malicious code, or attempting unauthorised access.
Using the Platform for any purpose other than the arrangement and performance of household services in Portugal as contemplated by these Terms.
13. Reviews
Clients may submit reviews of Providers after job completion. Reviews must be factual, relate to the specific service performed, and comply with the Acceptable Use Policy. Lusoliv may moderate, hide, or remove reviews that breach these Terms or that appear to be fraudulent or inauthentic, and takes reasonable steps to ensure the authenticity of published reviews in accordance with Directive (EU) 2019/2161 (“Omnibus Directive”) and Decree-Law no. 109-G/2021.
14. Intellectual Property
All intellectual property rights in the Platform — including the “Lusoliv” name and logo, software, layout, texts, images, and databases — belong to Lusoliv or its licensors. Users are granted a limited, non-exclusive, non-transferable, revocable licence to use the Platform for the purposes contemplated by these Terms. User-generated content (profile content, reviews, uploaded images) remains the property of the User, who grants Lusoliv a worldwide, royalty-free, non-exclusive licence to use, host, display, and adapt such content as necessary to operate the Platform.
15. Liability
15.1 Provider Liability
The Provider is the sole party responsible for the correct, timely, and safe execution of the service, and for any damage caused to the Client, the Client’s property, or third parties in the course of performing the service.
15.2 Lusoliv Liability
To the maximum extent permitted by Portuguese law, and without prejudice to any liability that cannot be excluded or limited under mandatory Portuguese consumer protection law, Lusoliv’s liability arising from or in connection with a Booking is limited to the Commission actually received by Lusoliv in respect of that Booking, save in cases of wilful misconduct or gross negligence.
15.3 No Warranty on Availability
The Platform is provided on an “as available” basis. While Lusoliv uses reasonable efforts to ensure continuous availability, it does not warrant that the Platform will be uninterrupted or error-free.
16. Notifications and Communications
Communications to Users are made through the email address registered on the account or through in-Platform notifications. Users may contact Lusoliv at contact@lusoliv.com or via any customer support channel indicated on the Platform.
17. Amendments
Lusoliv may amend these Terms from time to time, in particular to reflect legal or operational changes. Material amendments will be notified to registered Users by email or Platform notice at least fifteen (15) days before taking effect. Continued use of the Platform after such date constitutes acceptance of the amended Terms. Users who do not accept the amended Terms may terminate their account at no cost.
18. Complaints and Alternative Dispute Resolution
18.1 Electronic Complaints Book
Lusoliv makes the Electronic Complaints Book (“Livro de Reclamações Eletrónico”) available to consumers, in accordance with Decree-Law no. 156/2005 and Decree-Law no. 74/2017. The Electronic Complaints Book is accessible directly from the Platform footer or at www.livroreclamacoes.pt. Lusoliv undertakes to respond to complaints submitted through this channel within fifteen (15) business days.
18.2 Alternative Dispute Resolution
In accordance with Law no. 144/2015 of 8 September, consumers may resort to the following alternative dispute resolution entities:
Centro Nacional de Informação e Arbitragem de Conflitos de Consumo (CNIACC) — www.cniacc.pt
Centro de Arbitragem de Conflitos de Consumo de Lisboa (CACCL) — www.centroarbitragemlisboa.pt
The consumer may also use the European Online Dispute Resolution platform, available at ec.europa.eu/consumers/odr.
Further information is available at the Portuguese Consumer Portal (www.consumidor.pt).
19. Governing Law and Jurisdiction
These Terms and any dispute arising out of or in connection with them are governed by Portuguese law. Without prejudice to the consumer’s rights under Clause 18 and applicable EU consumer regulations on jurisdiction, the courts of the district of Lisbon shall have jurisdiction.
20. Contact
Lusoliv, Lda
Rua Hermano Neves 18, Piso 3, Escritório 7, 1600-477 Lisboa, Portugal
contact@lusoliv.com