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.

After a professional has accepted, the customer may request a refund directly in the app. Each refund 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.

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. 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.

8. Intellectual property

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

9. Data protection

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

10. Complaints book

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

11. 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.

12. Contact

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