Terms of Sale and Cancellation
Effective since 08/10/2026 · Version 1
These terms apply to Clients who order a home service from a Provider through DOMILO GROUP, in France as in Spain. They supplement the terms of use. The service contract is concluded at a distance between the Client and a professional Provider; DOMILO GROUP acts as an intermediary and collects payment on behalf of the Provider.
1. Price
The price of each service is set by the Provider in their Proposal. The price displayed at the time of acceptance is the total price, in euros, including all taxes (VAT / IVA included where applicable), that you pay: DOMILO GROUP does not charge you any additional fees. The Provider may modify a Proposal as long as it has not been accepted.
2. Payment
Payment is made by bank card at the time you accept a Proposal, through our secure payment provider (Stripe). DOMILO GROUP does not store your card numbers. You may save a card for your future orders and delete it at any time.
The funds are held until the service is completed: the Provider is paid only after you have validated the service (or after automatic validation 72 hours after the completion declaration, if you do not respond) and, where applicable, after a dispute has been arbitrated. DOMILO GROUP deducts its commission from the amount paid and pays the balance to the Provider.
3. Performance and validation
The Provider arrives at the agreed address and time slot. At the end, they declare the service completed. You have 72 hours to validate and rate it, or to report a problem. After that period, the service is automatically validated.
4. Cancellation by the Client
| Time of cancellation | Refund |
|---|---|
| Before a Proposal is accepted (or before any payment) | Free, nothing is charged |
| More than 24 h before the scheduled time | 100% |
| Between 24 h and 6 h before the scheduled time | 90% |
| Less than 6 h before the scheduled time | 70% |
| After the scheduled start time | 50% |
The amount withheld compensates the Provider for the reserved time and travel. The refund is ordered immediately; it appears on your payment method within a few days depending on your bank (generally 5 to 10 business days).
5. Cancellation by the Provider or by DOMILO GROUP
If the Provider cancels, or if DOMILO GROUP cancels the request, you are refunded in full, free of charge. A Provider who cancels or fails to declare the service may be penalised (see the Provider terms). A service that has never been declared by the Provider within seven days of the scheduled date is cancelled and you are refunded.
6. Non-conforming service
If the service was not performed, is incomplete or defective, report it in the application during the validation period. After review, support may decide on payment of the Provider, a partial refund or a full refund. Your statutory rights (in particular the legal guarantee of conformity) remain applicable.
7. Right of withdrawal
As a consumer, you have in principle a period of 14 days from the conclusion of the contract to withdraw from a distance contract, without having to give a reason (Articles L.221-18 et seq. of the French Consumer Code; Articles 68 and 102 et seq. of the Spanish Consolidated Consumer Protection Act (Real Decreto Legislativo 1/2007)).
Exceptions and conditions specific to services. A home service is often requested for a near date. When you accept a Proposal whose service is to take place before the end of the 14-day period, you expressly request that the service begin before the end of that period. Consequently:
- if the service is fully performed before the end of the withdrawal period, after you have expressly requested its performance and acknowledged that you lose your right of withdrawal once the service has been fully performed, you can no longer withdraw (Article L.221-28 1° of the French Consumer Code; Article 103 a) of the Spanish Consolidated Act);
- if you withdraw after the service has begun, you pay an amount proportionate to the service already provided until you communicated your withdrawal (Article L.221-25 of the French Consumer Code; Article 108 of the Spanish Consolidated Act);
- you may also request an urgent intervention at your home; the right of withdrawal does not apply to urgent maintenance or repair work that you have expressly requested (Article L.221-28 of the French Consumer Code; Article 103 of the Spanish Consolidated Act).
How to withdraw. Before the service is performed, you may cancel at any time in the application or write to support@domiloapp.com clearly stating your decision. You may use the model form below, but you are not obliged to. We will refund you within a maximum of 14 days from receipt of your withdrawal, using the same means of payment as used for the order.
The cancellation scale in Article 4 applies before the service; where it is more favourable than the right of withdrawal (for example a 100% refund more than 24 h before the scheduled time), it applies in priority. This scale does not limit your statutory right of withdrawal where it applies.
Model withdrawal form — To DOMILO GROUP, 35 rue de Ponthieu, 75008 Paris, France, support@domiloapp.com: I hereby give notice that I withdraw from my contract for the provision of the service below. Ordered on () / request number: … ; Name of consumer: … ; Address of consumer: … ; Date: … () Delete as appropriate.
8. Statutory rights, conformity, invoicing and VAT
You benefit from the rights that the law of the country where you reside grants to consumers in the event of a non-conforming service (in France, the Consumer Code and the Civil Code; in Spain, the Consolidated Consumer Protection Act and the Civil Code), which are in addition to the remedies provided for in Article 6 and are not limited by these terms.
A summary of each payment is available in the application. Prices are stated including all taxes; the applicable VAT / IVA rate depends on the nature of the service and the Provider's tax situation (some Providers benefit from a franchise or exemption scheme). The Provider is responsible for invoicing their service in accordance with their tax regime (facture in France, factura in Spain); you may request it from them in the application; DOMILO GROUP's commission is invoiced to the Provider.
9. Complaints and mediation
For any complaint: support@domiloapp.com. We generally reply within 24 business hours. Failing an amicable solution:
- France: you may refer the matter free of charge to the consumer mediator: [to be completed].
- Spain: you may refer a cross-border dispute to this same mediator, or contact the consumer bodies of your municipality (OMIC) and of your autonomous community (in Andalusia, the Directorate-General for Consumer Affairs of the Junta de Andalucía), as well as the Junta Arbitral de Consumo where it has jurisdiction.
- European Union: the European Consumer Centre (France or Spain) helps you free of charge with cross-border disputes.
You may also bring proceedings before the courts of your place of residence (see Article 16 of the terms of use).