General Terms and Conditions of Use and Sale

Use of the Platform is contingent upon the prior creation of an Account by the User. The User undertakes to provide accurate, complete and up-to-date information during registration. Domuse reserves the right to request supporting documents and to refuse registration in the event of incomplete, inaccurate or manifestly fraudulent information.

Each User is responsible for the use of their Account. It is their responsibility to maintain the confidentiality of their login credentials and passwords. Any fraudulent or unauthorized use of their Account must be reported immediately to Domuse.

The Client creates an Account on the Domuse Application or via the website www.domuse.app by providing the following information:

• last name and first name,
• postal address,
• valid email address,
• phone number,
• title (Mr. or Mrs.),
• a secure password for Account access.

The Client warrants that they are of legal age and have the legal capacity to enter into contracts.

The Provider creates an Account on the Domuse Pro Application. Registration is reserved for properly registered professionals. The Provider must provide:

• identity information (last name, first name, date and place of birth, title),
• upload of a valid identity document (passport, national identity card, residence permit),
• submission of a compliant profile photograph,
• entry of a valid SIRET number and company information,
• provision of professional bank details,
• where applicable, filing of a mandatory professional liability insurance certificate for certain activities,
• express acceptance of these T&Cs and Stripe Connect payment conditions,
• option to enter a referral code.

Provision of diplomas or proof of qualifications remains optional, except for regulated professions for which Domuse reserves the right to require them.

The Provider is solely responsible for compliance with their tax, social and administrative obligations.

The Property Manager creates an Account on the Domuse Gestion interface by providing the following information:

• company name,
• SIREN number,
• company type (real estate agency, co-ownership syndic, concierge service, property manager),
• number of properties under management,
• valid professional email address,
• registered office address,
• telephone code and professional phone number,
• a secure password for Account access,
• express acceptance of these T&Cs and the Domuse Gestion specific conditions.

The Property Manager warrants that they have the legal capacity and the authorizations necessary to create a Domuse Gestion Account on behalf of the establishment they represent.

Domuse may refuse any registration or suspend an Account in the event of:

• non-compliance of information or documents provided;
• conduct contrary to laws and regulations;
• infringement of third-party rights or Domuse's image.

The Client may search for a Provider by browsing available profiles in their service area via the Domuse Application or the website www.domuse.app. Profiles display in particular:

• rates offered per service,
• service area,
• declared availability,
• ratings left by previous Clients.

The Client sends a booking request to the chosen Provider. The booking is only confirmed upon express acceptance by the Provider via the Domuse Pro Application.

The Client or the Property Manager may create an Urgent Request directly from the Domuse Application, the website www.domuse.app or the Domuse Gestion interface. To do so, they must:

• select the relevant Service category (cleaning, handyman, plumbing, locksmithing, electrical);
• specify their need (e.g.: change a tap, unclog a sink);
• indicate the intervention address;
• describe the details of the emergency and, where applicable, add a photo to illustrate the situation.

Once validated, the Urgent Request is transmitted in real time to active Providers in the service area. Providers can submit a price offer via the Domuse Pro Application.

The Client or the Property Manager remains free to accept or decline any offer received. Confirmation of an offer constitutes a firm booking of the Service.

If, upon arrival at the service location, the Provider finds that the nature, duration or complexity of the intervention differs from the description initially provided by the Client, they may propose a price adjustment for the Service.

If accepted by the Client, the adjusted price becomes the final price of the Service, which will be invoiced and paid according to the usual payment methods via the Platform.

If the Client refuses the adjustment, two situations must be distinguished:

• if the Provider nevertheless agrees to perform the Service under the conditions initially agreed, it proceeds normally and no additional fee is owed by the Client;
• if the Provider refuses to continue the Service under the initial conditions, the Service is cancelled and the Client remains liable for the Provider's travel fees, the amount of which is displayed on the Platform before the intervention.

These travel fees are subject to Domuse's service commission, according to the Provider's subscription plan:

• 12% for Providers holding an Essentiel account;
• 6% for Providers subscribed to the Premium offer;
• 0% for Providers subscribed to the Pro offer.

The Provider is prohibited from directly receiving any payment outside the Platform. All payments must be made through the payment tools set up by Domuse.

In order to allow the Provider to coordinate their visit and to reach the Client or the Property Manager in the event of an unforeseen need (delay, difficulty accessing the premises, clarification on the intervention), Domuse makes available to the Provider the phone number of the ordering party according to the following terms:

• Urgent Request: as soon as the Client or the Property Manager accepts the offer submitted by the Provider, the ordering party's phone number is immediately accessible to the Provider from the Domuse Pro Application, in order to enable the rapid contact required by the urgent nature of the intervention;
• Standard request: the Client's or the Property Manager's phone number is made accessible to the Provider starting three (3) hours before the scheduled appointment time, and remains accessible until the closure of the Service.

The Provider undertakes to use this phone number only for purposes strictly related to the performance of the relevant Service. Any use for commercial, canvassing or Platform-circumvention purposes is strictly prohibited and may result in the suspension or termination of the Provider Account, in accordance with Article 11.

The Client and the Property Manager acknowledge and expressly accept the communication of their phone number to the Provider under the above conditions, in compliance with the General Data Protection Regulation (GDPR).

Domuse offers three distinct plans for Providers:

The Client pays the price of the Service, as indicated in the Application, exclusively by credit card. The Provider receives their net remuneration, after deduction only of the Domuse service fees applicable according to their subscription plan.

The Premium subscription and the Pro subscription are taken out for a monthly term and renewed by tacit agreement. The Provider may cancel their subscription at any time from their Domuse Pro space, with effect at the end of the current monthly period.

Access to the Domuse Gestion interface is free and allows Property Managers to order Services and validate them by verification code under the conditions provided for in Article 5.4.1.

The Domuse Gestion Pro offer is proposed to Property Managers wishing to benefit from advanced features, at the rate of €49.99 excl. tax per month, i.e. €59.99 incl. tax per month (VAT 20%). The subscription is taken out without commitment and may be cancelled at any time, with effect at the end of the current monthly period.

The Domuse Gestion Pro subscription grants access to the following features, in addition to the Domuse Gestion interface:

• validation of Services by acceptance of the intervention report, with complete tracking (provider, date, amount);
• centralized dashboard and complete history of interventions;
• property portfolio import via CSV file (addresses, contacts, access information);
• flexible invoicing: invoices issued in the name of the Provider, on behalf of the owner, with mention of the invoicing agency and the tenant's intervention address;
• SEPA direct debit available for the settlement of interventions;
• CSV export of data for reporting and accounting.

Payment for the Domuse Gestion Pro subscription is made by SEPA direct debit or by credit card, according to the Property Manager's choice upon subscription. In the event of non-payment, Domuse reserves the right to suspend access to the Domuse Gestion Pro features until the situation is rectified.

Services ordered via Domuse Gestion or Domuse Gestion Pro are invoiced separately, according to the terms provided for in Article 6.4.

The price of Services is subject to a bank pre-authorization before the start of the Service. For Clients paying by credit card, the charge occurs within twenty-four (24) hours of validation of the Service. For Property Managers paying by SEPA direct debit, the debit period may be extended to five (5) business days due to the constraints inherent to this payment method.

The corresponding amounts are transferred to the Provider on a daily basis by default. An additional period of two (2) to three (3) business days may be necessary for the transfer of funds.

For the management of financial flows, Domuse uses Stripe, a payment service provider, which markets a solution enabling the management of payment flows between Domuse, Providers, Clients and Property Managers.

The payment services provided by Stripe on the Platform are subject to the Terms of Use of the "Stripe Connect" product, accessible at the following address: https://stripe.com/fr/legal/connect-account.

Opening and using a Stripe Connect account are essential for receiving payments for Services performed via Domuse. By accepting these T&Cs, the Provider also acknowledges and accepts the Stripe Connect Terms of Use, which constitute a separate contract concluded directly between the Provider and Stripe.

Domuse is not a party to this contract and cannot be held liable for any malfunction, payment refusal or any other dispute related to the services operated by Stripe.

The Provider expressly mandates Domuse, which accepts, to issue in their name and on their behalf the invoices relating to Services booked and paid for through the Platform.

It is specified that this invoicing mandate is limited to Services performed via Domuse. The Provider remains responsible for all their tax, social and accounting obligations, including the declaration and payment of VAT, where applicable.

The invoicing mandate takes effect upon acceptance of these T&Cs and remains valid as long as the Provider has an active Account. Each party retains a copy of the invoices issued.

For the execution of the mandate, the Provider provides Domuse with the following information:

• First name and last name / or company name,
• Postal address / or registered office,
• SIRET number / or RCS trade register number,
• Email address,
• Copy of a valid identity document (front/back),
• Profile photograph,
• Bank details,
• EU VAT number if applicable.

The Provider undertakes: (i) to pay the value added tax owed to the Treasury; (ii) to consult and archive the invoices issued on their behalf by Domuse; (iii) to notify Domuse without delay of any change in the information provided; (iv) to assume all liability in the event of failure to comply with their legal and tax obligations.

Users undertake to:

• comply with applicable laws and regulations;
• provide accurate information and keep it up to date;
• use the Platform fairly and in accordance with its purpose;
• not divert or circumvent the Services;
• not publish content that is insulting, defamatory, disparaging or contrary to public order.

The Client undertakes in particular to:

• welcome the Provider under adequate conditions for the performance of the Service;
• not request Services outside the Platform;
• pay for any Service validated by means of the verification code provided to the Provider after the full completion of the intervention;
• not cancel abusively or repeatedly.

The Provider undertakes in particular to:

• honor any accepted Service;
• be punctual and respect the commitments made;
• have the skills necessary for performing the Services;
• not receive payments outside the Platform;
• behave fairly towards Clients, Property Managers and towards Domuse.

The Property Manager undertakes in particular to:

• use Domuse Gestion exclusively in the context of managing their property portfolio;
• provide accurate and up-to-date information concerning their properties, tenants and co-owners;
• pay for the Services ordered via Domuse Gestion within the timeframes provided;
• not directly solicit Providers outside the Platform;
• inform their clients, tenants or co-owners of the use of Domuse for the management of interventions.

Cancellation fees may only be charged once the Service has been confirmed by the Provider and accepted by the Client or the Property Manager (statuses “Accepted”, “Confirmed”, “In progress” or “Awaiting validation”). As long as the request is awaiting the Provider's response or the offer has not been accepted (statuses “Pending” or “Offered”), cancellation is always free of charge.

The amount of cancellation penalties is capped at fifty (50) euros in all cases.

Where the Provider has already travelled, i.e. where the Service is in progress or awaiting validation, travel fees may be added to the penalty, where applicable.

The Client may cancel a Service at any time from the application or the website. The applicable fees depend on the stage of the Service at the time of cancellation.

a) Request awaiting the Provider's response or offer awaiting acceptance. Cancellation is free of charge, regardless of the notice period.

b) Confirmed Service, more than twenty-four (24) hours before the appointment. No cancellation fee is due.

c) Confirmed Service, less than twenty-four (24) hours before the appointment. A penalty equal to fifty percent (50%) of the total amount of the Service (service and travel fees), capped at fifty (50) euros, is charged to the Client. This amount is transferred to the Provider, net of the Domuse commission, subject to the application of Article 8.6.

d) Service in progress or awaiting validation (the Provider has travelled). A penalty equal to fifty percent (50%) of the service amount alone, capped at fifty (50) euros, is charged to the Client. Any travel fees are charged in full in addition to this penalty. All of these amounts are transferred to the Provider, net of the Domuse commission, subject to the application of Article 8.6.

The Client may request the rescheduling of an appointment. This is subject to the Provider's agreement. The applicable fees are as follows.

a) Request pending or offer awaiting acceptance. Rescheduling is free of charge.

b) Confirmed Service, more than twenty-four (24) hours before the appointment. Rescheduling is free of charge.

c) Confirmed Service, less than twenty-four (24) hours before the appointment. A rescheduling fee equal to twenty-five percent (25%) of the total amount of the Service, capped at twenty-five (25) euros, is charged to the Client.

Amounts collected as rescheduling fees are transferred to the Provider, net of the Domuse commission, subject to the application of Article 8.6.

In the event of cancellation at the Provider's initiative, whatever the cause, the Client or the Property Manager is fully refunded, with no fees.

Providers are subject to monthly monitoring of their cancellations. Exceeding the following thresholds within the same calendar month may result in the application of a Malus:

• five (5) or more cancellations occurring more than twenty-four (24) hours before the appointment;
• two (2) or more cancellations occurring less than twenty-four (24) hours before the appointment.

To date, this monitoring results only in a count of cancellations; no monetary malus is yet applied. In the event of duly justified force majeure, the cancellation is not counted.

Domuse reserves the right to cancel a booking, in particular in the event of an unjustified absence of the Provider, a dispute, or as a goodwill gesture. Two methods are possible.

a) Cancellation with no fees. The Client or the Property Manager is fully refunded and no invoice is issued. This method is used in particular in the event of the Provider's absence or as a goodwill gesture.

b) Cancellation with fees charged to the Client. Where the situation justifies it, Domuse may apply to the Client the cancellation policy set out in Article 8.1, with the option of including or excluding travel fees.

Domuse may automatically cancel a booking in the following situations.

a) Failure to validate the Service within seven (7) days following the end of the scheduled time slot. Where an intervention has taken place but the Client or the Property Manager has not confirmed its completion within seven (7) days after the scheduled date and time, a penalty equal to fifty percent (50%) of the total amount of the Service, including travel fees where applicable, is charged, up to a limit of fifty (50) euros. This amount is retained in full by Domuse, the Provider not being remunerated for lack of validation.

b) Expiry of the request. Where an Urgent Request receives no response or accepted quote within two (2) days, or where a standard or specific request is still pending after the scheduled start time, the request expires automatically. No fee is charged in the event of expiry.

c) Refusal of a price adjustment by the Client. If the Client refuses a price adjustment proposed by the Provider and the Service is cancelled, no penalty is applied. Any travel fees are nonetheless charged and transferred to the Provider.

Domuse may, at its sole discretion and as a goodwill gesture, decide to reduce or cancel the cancellation or rescheduling fees normally owed by a Client or a Property Manager, in particular in the event of a complaint, a dispute or to preserve the quality of the commercial relationship.

In such a case, the compensation paid to the Provider for the cancellation or rescheduling concerned is reduced in proportion to the goodwill gesture granted, and may, where applicable, be nil if Domuse decides to waive the penalty entirely. The Provider acknowledges and accepts that they have no vested right to the amount of the penalty before its effective collection, the penalty remaining subject to Domuse's commercial policy towards its Clients and Property Managers.

Domuse endeavors to limit the use of this option to cases where it appears justified and not to make systematic use of it in a manner that would deprive Providers of the compensation provided for in this Article.

The amounts transferred to Providers as cancellation or rescheduling penalties are net of the Domuse commission, calculated according to the Provider's subscription plan: twelve percent (12%) for Providers holding an Essentiel account, six percent (6%) for Providers subscribed to the Premium offer, and zero percent (0%) for Providers subscribed to the Pro offer.

The following examples illustrate the application of the rules set out in this Article 8.

Example 1: Service of thirty (30) euros with sixty (60) euros of travel fees, i.e. a total amount of ninety (90) euros.

• Cancellation by the Client less than twenty-four (24) hours before the appointment: 50% of €90 = forty-five (45) euros, transferred to the Provider net of the Domuse commission.
• Cancellation while the Service is in progress: 50% of the service (€30) = fifteen (15) euros, plus the sixty (60) euros of travel fees, i.e. a total of seventy-five (75) euros.
• Failure to validate after seven (7) days: 50% of €90 = forty-five (45) euros, retained in full by Domuse.

Example 2 (illustration of the cap): Service of one hundred and fifty (150) euros with forty (40) euros of travel fees, i.e. a total amount of one hundred and ninety (190) euros.

• Cancellation by the Client less than twenty-four (24) hours before the appointment: 50% of €190 = ninety-five (95) euros, capped at fifty (50) euros.
• Cancellation while the Service is in progress: 50% of the service (€150) = seventy-five (75) euros, capped at fifty (50) euros, plus the forty (40) euros of travel fees, i.e. a total of ninety (90) euros.

In the event of duly justified force majeure, no penalty is applied.

Each User is responsible for the information they provide and for their use of the Platform. The Client is responsible for the accuracy of information transmitted to the Provider. The Provider is responsible for the proper execution of the Service and for compliance with applicable regulations. The Property Manager is responsible for the accuracy of information relating to their property portfolio and their clients.

Domuse acts as an online platform operator. As such:

• Domuse is not liable for the proper execution of Services, which are the sole responsibility of the Provider;
• Domuse is not liable for indirect or unforeseeable damages;
• Domuse's liability, if engaged, is limited to the amount of service fees received for the Service concerned.

Each User is solely responsible for their use of the Platform and the consequences arising therefrom.

Domuse may temporarily or permanently suspend an Account in the event of:

• repeated cancellations of Services,
• recurring negative reviews,
• disrespectful or fraudulent behavior,
• non-compliance with these T&Cs,
• non-payment in respect of a subscription (Premium, Pro or Domuse Gestion Pro).

Suspension results in the limitation or temporary removal of access to the Services.

The T&Cs are concluded for an indefinite period. They may be terminated:

• by the Client, at any time, by deleting their Account;
• by the Provider, with thirty (30) days' notice;
• by the Property Manager who has subscribed to the Domuse Gestion Pro subscription, at any time, with effect at the end of the current monthly period; the Property Manager using only the free Domuse Gestion interface may delete their Account at any time without notice;
• by Domuse, in the event of serious breach, immediately and without notice (fraud, non-compliance with laws, misuse of the Platform).

Any User may request the deletion of their Account at any time, from the Application, from the website www.domuse.app, or by sending a request to contact@domuse.app.

Account deletion is subject to the following conditions: no deletion can be carried out if a request (standard, specific or urgent) is being executed, accepted, started or being rescheduled. In this case, deletion will only be possible once the Service has been fully closed and the associated payments validated.

In the event of a valid deletion request, Domuse proceeds with the immediate deactivation of the Account, followed by the permanent deletion of personal data in accordance with the regulations in force (Article 17 of the GDPR).

Upon deletion of an Account, Domuse proceeds to erase the following elements:

• personal information (identity, email, phone, etc.),
• data relating to the Client, Property Manager or Provider profile,
• addresses associated with requests,
• pending or not yet accepted requests,
• notification preferences and Account-related settings,
• the Provider's Stripe Connect account, when it is a professional account,
• property portfolio data imported by the Property Manager.

Certain data cannot be deleted immediately for legal, accounting or security reasons, including:

• requests (appointments) pending validation or already completed, to ensure traceability of Services and associated accounting and transactional tracking;
• payments, transactions and associated accounting documents;
• messages and conversations exchanged via the integrated messaging system;
• reviews and ratings left on the Platform;
• intervention reports generated via Domuse Gestion.

The complete and irreversible deletion of the Account is carried out within a maximum period of thirty (30) days from the validation of the request, subject to any legal obligation of extended retention.

Written confirmation of the deletion is sent to the User by email.