1. Introduction
Lusoliv operates a home services marketplace where Providers enter Clients’ homes to perform work. Trust and safety are foundational to the service. This policy sets out the standards Lusoliv applies to build and maintain a safe environment for both Clients and Providers, and the practical mechanisms by which those standards are enforced.
2. Provider Vetting Standards
All Providers, before activation on the Platform, undergo the following vetting steps:
2.1 Identity and Legal Right to Work
Verification of a valid government-issued identity document.
Verification of legal right to reside and work in Portugal.
Verification of tax registration (NIF) and, where required for the service category, activity code (CAE).
2.2 Criminal Record
Provision of an up-to-date criminal record certificate (registo criminal) issued by the Portuguese Ministry of Justice or equivalent foreign authority. The certificate is reviewed for offences that would pose risk to Clients or their property.
2.3 Professional Assessment
Video interview conducted by Lusoliv’s Country Manager or authorised representative.
Reference checks with prior clients or employers.
Review of self-declared experience against the service category applied for.
2.4 Probationary Period
New Providers operate under a 30-day probationary period during which the maximum number of Bookings is limited (typically 3 per week) and rating and complaint activity is monitored closely.
Progression from probation depends on satisfactory ratings, no material complaints, and compliance with the Provider Services Agreement.
3. Ongoing Provider Monitoring
Continuous monitoring of Client ratings and reviews.
Regular review of complaint and cancellation rates.
Random audits of job completion evidence.
Periodic re-verification of ongoing registration validity (NIF, insurance, criminal record where required by risk profile).
Suspension or termination triggers for materially deficient performance, safety breaches, or serious misconduct.
4. Client Standards
Clients are also subject to Trust and Safety standards to protect Providers:
Accurate account and Booking information.
Truthful description of the work environment, including any hazards (pets, structural issues, hazardous materials).
Respectful, non-discriminatory conduct.
Prompt payment through the Platform.
No solicitation of Providers off-Platform.
Client accounts may be suspended or terminated for repeated no-shows, abusive behaviour towards Providers, fraudulent activity, or attempts to circumvent the Platform.
5. Insurance
Providers are required to hold and maintain a civil liability insurance policy adequate to the services offered, in accordance with the Provider Services Agreement. Proof of insurance is verified at onboarding and periodically thereafter. Lusoliv may additionally maintain a supplementary policy at Platform level, details of which are made available on request.
6. Payment Protection
All payments are made through the Platform’s certified payment processor; direct cash payments to Providers are prohibited.
Payments are held and released in accordance with the Terms and Conditions and Provider Services Agreement.
Where a legitimate complaint is raised, Lusoliv may withhold or reverse payment pending investigation.
7. Reviews and Reputation
Only Clients who have completed a Booking may leave a review of that Booking. Only Providers who have completed a Booking may leave a review of the Client.
Reviews are checked for compliance with the Acceptable Use Policy.
Manipulation of reviews (fake reviews, incentivised reviews without disclosure, review swaps) is prohibited and grounds for account termination.
Reviews are moderated in line with the Omnibus Directive’s requirement to ensure the authenticity of published reviews.
8. Emergency and Safety Incidents
Any incident involving personal safety, threats, sexual harassment, physical altercation, or serious property damage should be reported immediately to:
Emergency services (112) — in cases of immediate danger.
Lusoliv at contact@lusoliv.com — for follow-up support and Platform action.
Lusoliv will cooperate fully with law enforcement and judicial authorities in the investigation of criminal complaints and will take account of any resulting findings when reviewing Platform access.
9. Prohibited Activities and Zero-Tolerance Offences
The following categories of conduct will result in immediate account termination and, where applicable, referral to law enforcement:
Any form of physical or sexual assault.
Threats of violence.
Theft or misappropriation of property.
Discrimination based on protected characteristics.
Fraud, including identity fraud and payment fraud.
Trafficking or exploitation.
10. Continuous Improvement
Trust and Safety practices are reviewed regularly. Lusoliv monitors trends in complaint data, updates vetting procedures, and refines Platform features to reduce risk. Users may propose Trust and Safety improvements at contact@lusoliv.com.
11. Contact
Lusoliv, Lda
contact@lusoliv.com