Terms of Use

In Kraft seit dem 08/10/2026 · Version 1

Dieses Dokument ist noch nicht in Ihre Sprache übersetzt: Hier sehen Sie die Fassung auf English, nur zur Information. Maßgeblich sind die französische und die spanische Fassung.

1. Purpose

These terms of use ("Terms") govern access to and use of the DOMILO GROUP platform (the "Service"), available through the mobile application, the web application and the website https://domiloapp.com.

DOMILO GROUP is a platform connecting people who want a service performed at home (the "Clients") with independent professionals who perform it (the "Providers"). The services offered fall into three areas: cleaning and maintenance, DIY and repairs, beauty and wellness.

DOMILO GROUP is not the provider of the service. The service contract is concluded directly between the Client and the Provider; DOMILO GROUP acts as a technical intermediary, collects payment on their behalf and steps in when difficulties arise.

The Service is currently offered to Clients and Providers located in France and Spain. DOMILO GROUP is a company established in France (see the legal notice): these Terms comply with French law and European Union law, as well as the mandatory consumer protection rules of the country where you reside, in France as in Spain.

Marketplace transparency. Providers are independent professionals acting in the course of their business: the service contract is therefore concluded between a consumer and a professional, and consumer protection rules apply to that contract. DOMILO GROUP receives a commission from the Provider (see the Provider terms); the Client pays no fees other than the price of the Proposal. Proposals are presented to the Client with their price, the Provider's average rating and number of reviews, experience and time slot; requests are sent only to Providers whose service, service area and availability match and whose account is not suspended. No Provider can pay to be ranked higher.

2. Definitions

  • Request: a need described by a Client (service, address, date, details).
  • Proposal: an offer made by a Provider in response to a Request (price, date and time of the service, message).
  • Service Performance: the service carried out by the Provider at the address given by the Client.
  • Account: the personal space created at registration, as a Client or a Provider.

3. Access to the Service and account

Registration is reserved for adults with the legal capacity to enter into contracts. You undertake to provide accurate information and to keep it up to date (identity, address, email, phone). Your email address and phone number are verified by a one-time code.

An account is strictly personal: you are responsible for the confidentiality of your password and for all activity carried out from your account. Notify us immediately of any fraudulent use at support@domiloapp.com.

4. How it works

  1. Request. The Client chooses a service, states the address of the service and the desired time: as soon as possible (requests possible until 4 p.m. on the same day) or at a scheduled date, at least two hours in advance. A request is possible only in areas where active Providers operate; otherwise, the application says so.
  2. Proposals. Providers whose service area, service and availability match receive the Request and may offer a price and a time slot. The Client compares the Proposals (price, rating, experience).
  3. Acceptance and payment. By accepting a Proposal, the Client pays the price by bank card through our payment provider. The funds are held until the Service Performance is completed.
  4. Communication. Built-in messaging allows the Client and the Provider to coordinate. Messages may be translated automatically; the translation is provided for information only.
  5. Performance and completion. Once the service has been performed, the Provider declares it completed in the application, with a description and, if they wish, photos.
  6. Validation. The Client has 72 hours from that declaration to validate the service and rate the Provider, or to report a problem. If the Client does not respond within that period, the service is automatically validated and the payment is released to the Provider.

Conclusion of the contract online. The service contract is concluded when the Client accepts a Proposal and their payment is confirmed. Before paying, the Client sees a summary (service, address, date and time, price including all taxes) which they can correct by going back; they then expressly confirm their order with an obligation to pay. The history of their requests, proposals and payments remains available in the application, and an order summary is sent to them. The Service is available in French, Spanish, English, German and Swedish.

5. Reports and disputes

If the service was not performed, is incomplete or does not match what was agreed, the Client reports it within the validation period by choosing a reason, describing the problem and stating the desired solution. The Provider may give their version of the facts. The payment then remains blocked.

DOMILO GROUP support reviews the evidence (completion declaration, photos, exchanges, history) and issues a reasoned decision communicated to both parties: payment of the Provider, partial refund of the Client with the balance paid to the Provider, or full refund of the Client. Manifestly abusive or repeated reports may lead to measures against the Client.

6. Reviews

After a validated service, the Client rates the Provider on several criteria (punctuality, quality, communication, cleanliness, conformity) and may leave a comment. The Provider may also rate the Client. Reviews are published blind: they become visible only once both parties have submitted a review, or at the latest seven days after the first review. They must reflect a real experience; insulting or defamatory reviews, or reviews unrelated to the service, may be hidden.

7. Rules of use

It is prohibited in particular to: provide false information or impersonate someone; circumvent the platform (exchange contact details to conclude or pay outside the application, which the messaging restricts); harass, threaten or discriminate; publish unlawful content; open abusive reports; disrupt or misuse the Service by technical means; use the Service for any unlawful activity.

8. Reliability, suspension and exclusion

DOMILO GROUP monitors the reliability of Providers using a score based on established facts (reviews, reports upheld by support, failures to declare, cancellations). A falling score triggers a warning; serious or repeated breaches may lead to a temporary suspension, then to the account being blocked. Accounts may also be suspended or blocked in the event of a breach of these Terms, fraud or risk to the safety of users. The decision is notified; you may contest it by writing to support@domiloapp.com.

9. Liability

DOMILO GROUP uses reasonable efforts to ensure the proper functioning of the Service, to verify the identity and business of Providers and to arbitrate disputes, without being able to guarantee continuous availability. DOMILO GROUP is not a party to the service contract and is not responsible for its performance, subject to its legal obligations and its role described in Article 5. Each Provider is solely responsible for their services, their insurance and their tax and social security obligations. Nothing in these Terms limits the rights that the law grants to consumers.

10. Intellectual property

The application, the site, and the trademarks, logos and content of DOMILO GROUP are protected. You have a personal, non-exclusive and non-transferable right to use the Service. You retain your rights in the content you publish (photos, messages, reviews) and grant DOMILO GROUP a limited licence necessary for it to be displayed in the Service.

11. Personal data

The processing of your data is described in our privacy policy (European GDPR, French Data Protection Act (Loi Informatique et Libertés) and Spanish Organic Law 3/2018 LOPDGDD).

12. Changes to the Terms

We may amend the Terms, in particular to take account of new features or legal obligations. Users are informed of any substantial change; continued use of the Service after it takes effect constitutes acceptance.

13. Account deletion

You may request deletion of your account at any time at privacy@domiloapp.com, subject to ongoing services and disputes and to statutory retention periods.

14. Complaints and mediation

In the event of a difficulty, first contact our support: support@domiloapp.com (reply generally within 24 business hours). Failing an amicable solution:

  • Consumers residing in France: you may use the consumer mediator free of charge (Articles L.611-1 et seq. of the French Consumer Code): [to be completed].
  • Consumers residing in Spain: you may refer the matter free of charge to the mediator above (cross-border dispute with a professional established in France) or contact the consumer bodies of your locality and autonomous community (for example the OMIC of your municipality or, in Andalusia, the Directorate-General for Consumer Affairs of the Junta de Andalucía), as well as the consumer arbitration system (Junta Arbitral de Consumo) where applicable.
  • Throughout the European Union: the European Consumer Centre (ECC-Net network: Centre européen des consommateurs France or Centro Europeo del Consumidor en España) helps you free of charge with cross-border disputes.

15. Languages and versions of the documents

The legal documents are drafted in French and Spanish, which are the reference versions; translations into other languages are provided for information only. In the event of a discrepancy, the version in the language in which you accepted the documents prevails; if you accepted them in another language, the Spanish version prevails for users residing in Spain and the French version in all other cases.

16. Governing law and jurisdiction

The Terms are governed by French law. If you are a consumer, you retain in all cases the protection of the mandatory provisions of the law of the country where you reside (in particular Spain or France), and you may bring proceedings before the courts of your place of residence, just as DOMILO GROUP may sue you only before those courts (European Rome I and Brussels I bis Regulations). For disputes with a Provider or another user acting in a professional capacity, the competent courts are those within the jurisdiction of DOMILO GROUP's registered office.