Terms & Conditions

You must be at least 18 years old and able to enter into a legally binding contract to use the Platform. By using Servu you confirm that the information you provide is accurate and that you will keep it up to date.

You can sign up and sign in using your email address (with email-based one-time codes and a password) or by using Sign in with Google. You are responsible for keeping your login credentials and verification codes confidential and for all activity that takes place under your account. We use email one-time codes and trusted-device tokens to help protect your account; never share these codes with anyone. You can change your account email address from Settings. Tell us immediately at servumt@gmail.com if you suspect unauthorised use of your account.

Servu is a marketplace and introduction platform. We help customers discover, book and pay independent providers. We are not the provider of the services listed, and we are not a party to the contract formed between a customer and a provider when a booking is confirmed. That contract is directly between the customer and the provider.

Providers are self-employed and independent. They are not employees, agents or partners of Servu. We do not supervise, direct or control the performance of their services.

Providers can take bookings either while marked "available now" or within the weekly working hours they set. When you request a booking and the provider accepts it, a direct agreement is formed between you and the provider for that service at the stated price, date, time and location. A time slot that is already booked cannot be booked again. You agree to provide accurate booking details and safe, lawful access to any premises where the service will take place.

To give providers enough time to accept a job and travel to it, services can only be scheduled to start a minimum amount of time after booking. For bookings due to start soon, the provider has a short window to accept; for bookings further out, a longer window applies. If the provider does not accept in time, your payment is refunded automatically.

Payments are processed by our third-party payment provider, Stripe. By paying through the Platform you also agree to Stripe's terms. Card details are entered directly with Stripe; we do not store your full card number.

You pay for a booking upfront by card through Stripe when you request it. The full amount is held securely in escrow — it is not released to the provider straight away. If the provider declines the booking, or does not accept it within 24 hours, you are automatically refunded in full. Once the provider has accepted and marked the job delivered, you have a 24-hour review window to accept the work; if you take no action within that window, the booking auto-completes. For completed bookings, Servu retains a commission of 15% of the booking value and the remaining 85% is credited to the provider.

Each provider's 85% share of completed bookings builds up as a Servu balance. Providers withdraw this balance to their own bank account on demand (subject to a minimum amount) through Stripe Connect, which completes identity and bank-account verification. Providers are required to set up payouts before they can publish services.

Cancellation windows and refund eligibility may vary by service and by the provider's stated policy shown at the time of booking. When a customer or a provider cancels or declines a booking, we ask them to provide a reason, which may be shared with the other party for transparency. If something goes wrong, either party can raise a dispute while funds are held; the funds stay in escrow until the dispute is resolved. Servu may review disputes in good faith and decide to release the funds to the provider or refund the customer. Where a refund is due, it is returned through the original payment method, and any payout already sent to the provider for that booking may be reversed.

If you offer services through Servu, you additionally agree that you will:

• be legally entitled to work as a self-employed person in Malta — whether as a Maltese/EU citizen or under a residence/work permit that allows self-employment — and confirm this is true and current;
• hold and maintain all licences, permits, registrations and insurance required by Maltese and EU law for your activity (for example, food handling, drone operations or trade-specific requirements);
• complete identity and bank verification via Stripe Connect before receiving payouts;
• perform services with reasonable skill, care and professionalism, and in a lawful manner;
• keep your listings, pricing, availability, schedule and qualifications accurate and current;
• be solely responsible for your own registrations (for example with Jobsplus and VAT where applicable) and for your own taxes and social-security contributions on your earnings.

To keep the marketplace trusted and to comply with the law, providers consent to identity and document verification (KYC) — including documents uploaded to Servu and identity/bank verification carried out by Stripe — and to the collection, storage and processing of identity and earnings information for anti-money-laundering (AML) and DAC7 reporting purposes, in accordance with Maltese and EU law. We may share required information with the relevant authorities where legally obligated.

You may post reviews, ratings, in-app messages, images and other content. You must ensure it is honest, lawful and not misleading; fake, incentivised or retaliatory reviews are not permitted. You grant Servu a non-exclusive, worldwide, royalty-free licence to host and display the content you submit for the purpose of operating the Platform. We may review reported content and remove messages or content that breach these Terms. You remain responsible for the content you post.

You agree not to use the Platform to:

• break the law, infringe others' rights, or facilitate fraud;
• arrange payment off-platform to avoid fees, or circumvent our payment, escrow and safety systems;
• harass, threaten, discriminate against or endanger other users;
• upload malware, scrape data, or attempt to disrupt or gain unauthorised access to the Platform.

The Platform is provided on an "as is" and "as available" basis. Because Servu is an introduction platform, the quality, safety, timeliness and legality of services are the sole responsibility of the provider who performs them. To the fullest extent permitted by law, Servu is not liable for the acts or omissions of any provider or customer, or for indirect or consequential loss. Nothing in these Terms limits any liability that cannot be limited under Maltese law (including for death or personal injury caused by negligence, or fraud).

You agree to indemnify Servu against claims, losses and reasonable costs arising from your misuse of the Platform, your breach of these Terms, or — for providers — the services you deliver.

You may stop using the Platform and delete your account at any time from Settings. We may suspend, restrict or terminate your account if you breach these Terms, create risk to others, or where required by law — including suspending a user from making bookings, sending messages or listing services. Provisions that by their nature should survive termination (such as payment, liability and governing law) will continue to apply.

We process personal data in accordance with the GDPR and the Maltese Data Protection Act. Our Privacy Policy explains what we collect, how we use it, and where it is stored (including our use of Stripe and our cloud infrastructure provider).

We may update these Terms from time to time. If we make material changes, we will take reasonable steps to notify you (for example, in-app or by email). Continued use of the Platform after changes take effect means you accept the updated Terms.

These Terms are governed by the laws of Malta, and the courts of Malta have exclusive jurisdiction over any dispute, subject to any mandatory consumer-protection rights you have where you live.

Questions about these Terms? Email us at servumt@gmail.com.