Terms and Conditions of Use

1. Purpose and who we are

These Terms govern the use of the Esplêndido application and services ("Esplêndido", "we"), a platform connecting customers who request cleaning services with independent professionals who perform them. Esplêndido is operated by Esplendido Unipessoal Lda (PT company/tax no. 517980380), registered office at Avenida da Liberdade 224, 2.º Andar, 1250-148 Lisbon, Portugal. Contact: suporte@esplendidoapp.com.

By creating an account or using the app you accept these Terms and the Privacy Policy, which forms an integral part of them.

2. Accounts and eligibility

Use requires creating an account with true and current information; you are responsible for keeping your credentials confidential and for all activity on your account. You must be 18 or older.

Professionals go through an application process including document verification, training, a knowledge assessment (quiz) and approval by the Esplêndido team.

3. Services and bookings

The customer books a service in the app, choosing service type, date, time, address and notes. A professional accepts and performs the service through the platform, which records the relevant steps (arrival, execution, completion and rating).

Esplêndido provides the intermediation, management and payment technology; cleaning services are performed by the professionals.

4. Prices, payments and payouts

Prices are shown in the app before the order is confirmed. Payment is made at booking time and securely processed by Stripe; Esplêndido does not store full card details.

The amount due to the professional is transferred via Stripe Connect, net of the platform fee. Invoices are issued under the applicable legal rules.

5. Cancellations and refunds

While an order is awaiting payment or awaiting acceptance by a professional, the customer may cancel it in the app free of charge.

If no professional accepts the order in time, it is automatically cancelled and the amount paid is automatically refunded to the original payment method.

The customer may also cancel the order after a professional has accepted it and up until the service is completed, using the app. No cancellation fee is charged and the amount is voided or automatically refunded to the original payment method.

Once the service has been completed, the customer may request a refund in the app within 10 days. Each request is reviewed by the support team case by case; the decision is communicated via in-app notification and, when approved, the amount is returned to the original payment method through Stripe.

These rules do not override mandatory consumer rights under Portuguese and European Union law, including, where applicable, the right of withdrawal in distance contracts.

6. Rules of conduct

Customers and professionals undertake to act with respect, honesty and compliance with the platform rules. Esplêndido may apply gradual measures — guidance, warning, formal warning, suspension or ban — for no-shows, repeated delays, proven poor quality or inappropriate behaviour, with a right to respond/appeal in the app.

7. Professionals: nature of the relationship and how it is accepted

Sections 7 to 11 apply to those who register as service professionals and supplement the remaining provisions of these Terms.

The professional is an independent worker acting on their own account. There is no employment relationship, legal subordination, exclusivity, imposed working hours or guaranteed volume of work: professionals set their own availability and are free to accept or decline each request.

As no separate written service agreement is signed, electronic acceptance of these Terms at registration constitutes the agreement between Esplêndido and the professional regarding use of the platform. Acceptance is recorded with the user's identification, date, time and document version, and may be consulted on request.

The legal classification of the relationship is always the one resulting from applicable law and from the facts, regardless of the wording used in this document.

8. Obligations of the professional

• Perform accepted services diligently, punctually and to standard, attending at the agreed place, date and time.
• Report any impediment as early as possible through the app.
• Keep documentation valid and up to date (identification, proof of address and criminal record certificate) and report relevant changes.
• Treat the customer, their home and their belongings with respect and care, complying with applicable safety and hygiene rules.
• Take before-and-after photographic records when requested by the app.
• Not subcontract the service or send a substitute without Esplêndido's prior authorisation.
• Keep the means necessary to perform the service, as indicated in each service description.

9. Tax and social security status of the professional

The professional acts on their own account and is solely responsible for complying with their legal, tax and social security obligations in Portugal, including registering their activity, issuing invoices or invoice-receipts for amounts received, and paying social security contributions.

Esplêndido does not withhold or remit taxes or contributions on the professional's behalf, except where expressly required by law, and may request evidence of compliance as a condition of access to the platform.

10. Remuneration, platform fee and penalties

The amount paid by the customer is split between Esplêndido's intermediation fee and the amount due to the professional, the latter being transferred via Stripe Connect within the periods shown in the app. The applicable percentage and periods are shown in the app and may change with prior notice.

Penalties may apply for no-shows, late cancellations or refunds approved due to fault attributable to the professional, and are deducted from the balance. The professional is notified and may appeal in the app.

11. Confidentiality, non-circumvention, suspension and termination

Customer data accessed by the professional — address, contacts, characteristics of the home and any information obtained during the service — is confidential and may only be used to perform the service through the platform.

The professional undertakes not to solicit or directly provide services, outside the platform, to customers met through Esplêndido, during the relationship and for 12 months after it ends.

Either party may end the relationship at any time, without cause. Esplêndido may suspend or close an account in case of breach of these Terms, risk to the safety of customers or third parties, reasonable suspicion of fraud, or invalid or expired documentation.

Termination does not affect payment of amounts due for services already completed, nor the confidentiality obligations, which survive the end of the relationship.

12. Liability

Esplêndido acts as an intermediary between customers and professionals. We use best efforts to ensure quality and safety — including professional vetting, photo records and incident channels — but we are not liable for damages resulting from breaches of the rules by customers or professionals, except to the extent required by mandatory law.

13. Intellectual property

The Esplêndido brand, application, software and content are the property of Esplêndido or its licensors. Unauthorised reproduction or use is not permitted.

14. Data protection

The processing of personal data is governed by the Privacy Policy, available in the app and at esplendidoapp.com/privacidade.

15. Complaints book

Under Portuguese law, the electronic Complaints Book (Livro de Reclamações) is available at www.livroreclamacoes.pt.

16. Changes to these Terms

Esplêndido may amend these Terms by publishing the updated version on this page with a new date and version number. Material changes are announced in the app and, where required, fresh acceptance is requested before continued use.

17. Governing law and jurisdiction

These Terms are governed by Portuguese law. The courts of the district of Lisbon have jurisdiction, without prejudice to alternative consumer dispute resolution mechanisms and to mandatory rules granting jurisdiction to the courts of the consumer's domicile.

18. Contact

suporte@esplendidoapp.com · Avenida da Liberdade 224, 2.º Andar, 1250-148 Lisbon, Portugal.