Service rules

Contacts and privacy

Only the chosen professional sees the customer's phone number and address — up to 30 days after the job is closed.
Only customers who chose a professional see that professional's phone number — up to 30 days after the job is closed.
Phone numbers, email addresses and messenger links in texts are hidden automatically until a professional is chosen.
A private person's public profile shows first name, last-name initial and city, never the address.

Jobs, offers, messages and reviews go live immediately and are checked afterwards — on reports and by a moderator. The system automatically finds and hides phone numbers, email addresses and messenger links in texts before a professional is chosen.
Professional profiles are checked before they can respond.
Apart from the one automatic measure below, a moderator decides on hiding or removing content, rejecting a profile, restricting features and suspending or blocking an account temporarily or permanently — taking into account how serious the violation is and whether it is repeated.
One measure is taken automatically — for attempts to share contact details before a professional is chosen. The first two times you get a warning, the third time the account is suspended for 3 days, the sixth time for 10 days; a moderator decides on an indefinite block. A violation counts at most once an hour, and the count resets after 180 days without new violations.
You get an email about every measure with the reason, the facts, the rule or law broken, whether the decision was automated, the decision number and how to appeal.

A job without a chosen professional expires 14 days after its deadline (30 days if the deadline doesn't matter). You get an email 3 days before.
Reviews can be left up to 30 days after the job is closed.
A sign-in link is valid for 15 minutes.

The platform has no closure requests or arbitration: the outcome of a closed job is set by the customer and does not change after closing.
The platform owner reviews a complaint by one side about the other by hand — after the "Report" button, a message through the "Contact" page or an email to the operator address shown at the bottom of the site. The owner only checks whether the platform rules were broken: we are not a party to the agreement, do not settle disputes about work or payment, do not change the outcome of a closed job and do not recover money. The parties settle a dispute about the work directly, or, if that fails, in court; free advice is available from the Juridisch Loket.
A review cannot be edited or deleted; a review that breaks the rules can be reported with a complaint.

By default the directory shows professionals with the best rating first: the average of the scores, pulled towards 4.0 when there are few reviews — (5 × 4.0 + sum of scores) / (5 + number of reviews), rounded to 0.1.
With equal ratings, whoever responded to jobs most recently ranks higher.
If that is equal too, whoever published their profile later ranks higher.
Only professionals with an approved category, an active profile and a service area that covers the chosen place are listed. These conditions decide who is visible, not the order.
There is no paid promotion right now: payment does not affect the order. If it ever appears, such profiles will be labelled “Ad”.
The customer sees offers on their job like this: the chosen professional first, the others by time of arrival (earlier ones higher). They can be sorted by price (cheapest first, offers without a price last) or by rating.

Only the customer and the chosen professional can review each other, one review per side, within 30 days after the job is closed, also when it was closed as "Not completed". This is how we check that a review belongs to a real job; we cannot check whether the work was actually done.
A review cannot be changed after it is sent. Replying to reviews is not possible on the platform yet.
Reviews are not removed for being negative. A review that breaks the rules is hidden by a moderator with the reason given. Paying changes neither reviews nor the rating.

You can appeal a block or suspension, an account restriction, the rejection of a profile or the hiding of a job, offer, message or review within 6 months.
To appeal, write within 6 months to the address given in the decision notice and quote the decision number. A person reviews the decision again and you get a reasoned answer.
You can also go to court at any time.