Terms of Use

1. Operator

Email: appeal@masterhub.nl.

2. Role of the platform

The platform only connects customers and contractors. We are not a party to the agreement between them, we do not guarantee the quality of the work and we do not take payments. Customers and contractors agree on the work and payment themselves. On the website and in the rules, a contractor is also called a "professional" and an order a "job".

Each contractor is shown as a business ("Self-employed (ZZP)" or "Company") or as a "Private person", based on their own declaration. This is shown in the profile and on every offer. If you, as a consumer, make an agreement with a private person, EU consumer protection rules (such as the right of withdrawal) do not apply to that agreement. Only the contractor is responsible for carrying out the work.

3. Registration

Only adults (18+) can register. You sign in with a link sent by email. When you first sign in, you confirm that you are 18 or older and accept these terms and the privacy policy. You are responsible for giving correct information about yourself.

4. Free of charge

All features are free. If we introduce paid features later, we will announce them at least 30 days in advance and separate terms will apply to them. Nothing is charged without your explicit choice.

5. Customer obligations

Customers describe the job honestly, do not publish other people's data, do not try to bypass contact hiding and choose a contractor in good faith. After the work they close the order and leave an honest review.

6. Contractor obligations

Contractors are located and work in the Netherlands. They give correct details. A KvK number and documents are optional; if the contractor has provided them, a green mark is shown in the profile and on the proposal. Taxes, insurance and permits are the contractor's responsibility. See also the terms for contractors.

7. Prohibited content

Do not post anything that breaks Dutch law, is abusive or misleading, or contains other people's personal data or advertising. Examples and additional rules are in the platform rules.

8. Moderation, reports and appeals

• Anyone can report content they believe is illegal or breaks the rules, using the "Report" button or the "Report a violation" page. We confirm receipt and tell the reporter what we decided.
• We review orders, offers, messages and reviews after publication, and contractor profiles before publication. The system automatically finds and hides phone numbers, email addresses and messenger links in texts before a contractor is chosen.
• One measure is taken automatically: for repeated attempts to share contact details before a contractor 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 violation counts at most once an hour, and the count resets after 180 days without new violations. A moderator decides on all other measures, including an indefinite block.
• Possible measures: hiding or removing content, rejecting a profile, restricting features, suspending or blocking an account temporarily or permanently. We take into account how serious the violation is and whether it is repeated.
• When we take a measure, you get an email with the reason, the facts, the rule or law broken, whether automated means were used, the decision number and how to appeal.
• Appeals: within 6 months, email the address given in that email, quoting the decision number. A person reviews the decision again and you get a reasoned reply. You can also go to the competent court at any time. See the rules.

9. Reviews

Only the customer and the chosen contractor of an order can review each other, one review per side, within 30 days of closing, also when the order was closed as "Not completed". This is how we check that a review belongs to a real order; we cannot check whether the work was actually done. A review cannot be changed after it is sent. Reviews are not removed for being negative, only for breaking the rules: a moderator hides such a review and gives the reason. Payment has no influence on reviews. See the rules.

9a. Order of contractors and offers

The default order of contractors in the catalogue depends on: 1) the average rating; when there are few reviews, the average is pulled toward 4.0 so that one review does not put a new profile at the top or bottom; 2) then recent activity (recent offers on orders); 3) then the date the profile was published (newer ranks higher). The rating weighs most because it says most about previous jobs. The catalogue lists only active profiles with an approved category and a work area that covers the chosen place. The catalogue can also be sorted by number of reviews or completed orders.

The customer sees offers on an order in this order: the chosen contractor first, the others by time of arrival (earlier ones higher). The customer can sort them by price (cheapest first, offers without a price last) or by rating.

Payment has no influence on the order: there is no paid promotion. The formula is in the rules.

10. Liability

The platform is liable only for its own actions and within the limits of the law. We are not liable for what users do, for their agreements or for outages we do not control. Consumers' statutory rights are not limited.

11. Intellectual property

Your content, including photos and videos, stays yours. You give the platform a non-exclusive, free right to display it on the platform and in notifications while it is published. Reviews stay visible after you delete your account, without your name ("Deleted user"), and closed orders for up to 24 months after closing; this right continues for that content. You confirm that you hold the rights to what you upload.

12. Termination

You can delete your account in settings at any time. While there is an order with a chosen contractor that is not yet closed (where you are the customer or the chosen contractor), deletion is not available. We may block an account for breaking the terms and rules.

13. Changes

We may change these terms. We inform you of significant changes by email and on the platform at least 15 days before they take effect (at least 30 days when paid features are introduced). The next time you sign in we ask you to confirm the new version. If you do not agree, you can delete your account free of charge before the changes take effect. Editorial changes that do not change the meaning are not announced separately.

14. Governing law and disputes

Dutch law applies to these terms. If you are a consumer, you keep the protection of the mandatory rules of the country where you live. You can bring a dispute before the competent court where you live, and we can only take action against you there. For business users, the court of the district where the operator is established has jurisdiction. If the language versions of the documents on the platform differ, the Dutch version prevails.

15. Point of contact

Our single point of contact for users (Art. 12 DSA) and for Member State authorities, the European Commission and the European Board for Digital Services (Art. 11 DSA) is appeal@masterhub.nl. You can write to us in Dutch, English or Russian. To report illegal content, use the "Report" button or the "Report a violation" page.