Terms and Conditions

Last updated: 29^th of May, 2024

Rozie™ (“Rozie”) is owned and operated by SIA “ROZIE APP” (reg.No. 40203461450) registered in the Republic of Latvia with registered address at 18, Nomales street, Aizkraukle, Aizkraukle district, LV-5101, Latvia; e-mail address: hello@rozie.app (“our, us, we”).

These Terms constitute a legally binding agreement (“Agreement“) between you and us, governing your access and use of Rozie and relations between. Therefore, by downloading or using Rozie, these Terms will automatically apply to you. You should make sure that you review them carefully before using Rozie. Your use of and access to any page or part of Rozie indicates that you agree to comply with and be bound by all of these terms and conditions, including personal data processing terms.
If you do not agree to our Terms you will not be permitted to access or use Rozie.

These Terms consist of the following Sections:

1.General
2.Member registration
3.Registration of the Service Provider account
4.Registration of the User account
5.Provision of Services
6.Reviews and Ratings
7.Prohibited behavior
8.Price of Services, Rozie fee and payment procedure
9.Cancellation and refund policy
10.Licensing, intellectual property and personal data processing
11.Anti-money laundering rules
12.Liability and disclaimer of liability
13.Dispute resolution
14.Validity of Agreement and termination
15.Miscellaneous

1.General

1.1. Rozie is an online marketplace (platform) for users (“Members”) who offer services (“Service Providers”) and users who seeking to request such services (“Users”) and where they can communicate, market and order services, leave review and ask for the additional services. The list of possible services’ types (“Services”) that can be offered via Rozie is not limited and can be amended by us any time.
1.2. As the provider of the marketplace, we do not supply, create, provide, control, deliver, or own any Services. Rozie offers information and a platform to obtain Services, but does not provide or intend to provide such Services itself or act in any way as a retailer or Service Provider of any type and except as expressly set forth herein disclaims any responsibility or liability for any Services provided to Users, including, but not limited to, a warranty or condition of good and workmanlike services, warranty of fitness for a particular purpose or compliance with any law or regulation. When Members make or accept a request for Services (“Request”), they are entering into a contract directly with each other. We are not considered as a party in any contractual relationship between Members. The Service Provider is not employed by us and does not act as our subcontractor, but provides the Services to Users as an independent contractor.
1.3. In case you are willing to be registered as a Service Provider or request certain Services as a User, registration procedure shall be completed (“Registration of the Service provider account”, “Registration of the User account”). Rozie can be downloaded and used free of charge.
1.4. We are entitled to share with the relevant tax authorities any information required under Council Directive (EU) 2021/514 of 22 March 2021 amending Directive 2011/16/EU on administrative cooperation in the field of taxation, including but not limited to any consideration paid or credited to the Service Provider in connection with the activities carried out through Rozie. Where the Service Provider does not provide the information required under the Directive referred to above, we are entitled to (i) terminate these Terms, (ii) prevent the Service Provider from re-registering on Rozie (platform) as long as the Service Provider does not provide the information requested.

2. Member registration

2.1. In order to register Rozie account you must be an individual at least 18 years old or validly existing legal entity and be able to enter into contract relations, including the authority to represent legal entity and to conclude an agreement on its behalf.
2.2. You can register an account using your email and password or using social networking platform, such as Facebook or Google.
2.3. We are committed to keep Rozie fraud-free marketplace and to help Users to get professional Services from the responsible Service providers. Similarly, we require that Users obey the safety norms defined in these Terms.
2.4. Members should treat each other with respect in every interaction. Therefore, you should follow all applicable laws and statutory requirements and not to treat other Members differently because of their ethnicity, national origin, religion, sexual orientation or gender.
2.5. You shall not assign, disclose or otherwise transfer your Rozie account to any third party. As soon as we suspect that this condition has been violated, we keep the right to suspend your account for the duration of the investigation.
2.6. You must immediately notify us in case you have any reason to suspect that your log in information has been lost, stolen or otherwise used or can be used by inappropriate third parties. Please note that you are liable for any activities conducted through Rozie account.
2.7. You must provide accurate, complete and up-to-day information which is required during the registration process and keep your Rozie account information up-to-date at all times while using it.
2.8. When choosing the date you are expecting Services to be provided or by confirming Request for the certain date, we are highly recommending you to choose it very carefully and to book the day and time of most convenience for you. Otherwise the Terms of Cancellation policy will apply (“Cancellation and refund policy”).
2.9. Service providers are solely responsible for their tax liabilities and which taxes to indicate if applicable.

3. Registration of the Service Provider account

3.1. In order to be registered on Rozie we require Service Providers to complete verification procedure where you will be asked to provide information about device used during verification, your photo, photo of the your identification document used in the verification and other related information.
3.2. You must provide complete, accurate and up-to-date information about the type of Services you are ready to provide; all necessary certifications and other acknowledgements related to claimed Services; location and any other pertinent information requested by Rozie. You are responsible for keeping information about your Services, including availability time, up-to-date at all times.
3.3. You understand and agree that you are solely responsible for all tax obligations, including all reporting and payment obligations, that may arise as a consequence of this Agreement. You agree to indemnify and hold harmless Rozie, Users and any person affiliated with Rozie or User from any tax liability or penalties that may arise from this payment as a result of your failure to fulfill your tax obligations. You further acknowledge that neither Rozie nor any of its representatives, has made any promise, representation or warranty, express or implied, regarding the tax consequences of any consideration paid to you pursuant to this Agreement. You further acknowledge that Rozie and Users has no obligation to indemnify or defend you in any tax proceedings or from any tax consequences that could result from payments made in accordance with this Agreement.
3.4. Neither Rozie nor Users shall provide or compensate Service Provider for the appliances and/or tools, materials, etc. (“Appliances”) which are necessary for the provision of Services. Service Provider shall keep such expenses in mind when setting the price for the Services. Service Provider shall use only appropriate Appliances which will not harm the property and interests of User and make impact on the quality of Services.
3.5. When you accept the Request, you enter into legal contractual relations with the User and you shall provide the Services as described in your Service information and always on time.
3.6. It is not allowed to request the User to pay a higher price once Request for Services has been confirmed.
3.7. Rozie recommends you to obtain appropriate insurance for your Services, if applicable.
3.8. Any Services you offer on Rozie shall not breach any agreements you have entered into with any third parties and shall comply with all applicable laws and statutory requirements, as well as with other rules and regulations.
3.9. You should not have persistently low ratings or be unresponsive during Service request. Rozie keeps the right to suspend your account.
3.10. If country or local authority of Service provider’s residence or local authority or country, in which Services provided, requires licensing certain type of Services, we recommend you confirm these licensing requirements before you accept Request or provide your Services. Please notify Rozie about such requirements prior to provision of Services.

4. Registration of the User account

4.1. In order to make a Request for Service on Rozie you must be registered and have a Rozie account. You must provide complete, accurate and up-to-date information about yourself and you are not allowed to provide a false name.
4.2. You should carefully review suitable Service provider, his experience, expertise, description of Services and other information. If there is such necessity you may inform the Service Provider of any medical or physical conditions or other circumstances that may impact provision of Services.
4.3. When Services are to be provided at your place, you should guarantee the secure environment, as well as not to keep unsecured weapons, risks of disease or dangerous animals. We are also recommending you to hide the belongings which can be easily broken or otherwise damaged. Sensitive information, documents or any other information of personal importance must be hidden and removed from the easily accessible places. It is User’s sole responsibility if such information was not placed in secure storage and have been made public or accessible by others as a result. User should exercise caution and common sense to protect its personal safety and property.

5. Provision of Services

5.1. When requested Services have been confirmed, Members receive a generated QR code, which shall be scanned at the arrival of Service provider to the place where Services shall be provided.
5.2. Service provider shall scan User’s provided QR code to begin provision of Services and to identify the User.
5.3. When User requests Services to be provided to any third party, QR code shall be sent to such person by any electronic means. Please note that in such cases User shall instruct the third party regarding requirements and liability of these Terms and neither Rozie, nor Service provider will be held liable for the negative consequences of such case.
5.4. Rozie has a right to withhold additional costs from the User’s bank account in the following cases:
●any cleaning related Services – when apartments or commercial premises exceeds the requested size more than 5m2;
●any training related or accompanying/assistance Services – when actual number of persons which requested Services exceeds the number which was provided during Service request;
●any services related to occasional domestic repairs and minor renovations – when the state of the item subject to repairs is much worse than was indicated during Service request which results in a longer hour amount spent on provision of Services, and/or in cases when other related items shall be repaired or renovated in order repair of the requested item could be possible and which was not indicated during Service request;
●other services – when number of hours of persons exceeds the number of requested amount.
5.5. The Service provider warrants that during the course of providing the Services, it complies with all relevant laws and regulations applicable to the provision of Services to the Users and with all requirements set out in Schedule 1 (Requirements for providing cleaning service).
5.6. The detailed instructions and guidelines for using Rozie are set out in Schedule 1 (Requirements for providing cleaning service). The Service Provider may not use Rozie for purposes or in a manner that is not in line with these Terms and may not otherwise cheat the system.
5.7. The Service Provider may choose the time and duration of providing the Services on Rozie at its own discretion. Notwithstanding the above, the Service Provider must complete provision of Services of any accepted order before discontinuing the provision of Services.
5.8. Users may leave feedback and make complaints regarding the Services through Rozie. Rozie shall tend to the complaints at its own discretion, investigate the complaint (where necessary) and decide on the further course of action in resolving the complaints. If the Service Provider has materially breached its obligations or has received several complaints, we are entitled to temporarily or permanently suspend the Service Provider from using Rozie.
5.9. In cases when Users claim and provide evidence that Service Provider damaged User’s personal or other person’s property at the place where Services were provided, the User has a right to seek remedy from a Service Provider before a court of law.

6. Reviews and Ratings

6.1. After Services have been provided, Members can leave a review and rating about each other.
6.2. The ranking of Service providers may vary and depend on different factors, such as User search parameters and preferences, type of Services, your price and calendar availability, amount and quality of certifications, experience and customer service, cancellation history, reviews and ratings, average response time.
6.3. The ranking of Users may vary and depend on different factors, such as cancellation history, reviews, ratings and reliability of provided information about himself. The rankings of Users are not publicly available and accessible only by Service Providers.
6.4. Reviews and ratings must be accurate and may not consist of a coarse language.

7. Prohibited behavior

7.1. While requesting, communicating, providing or receiving the Services, you should not commit physical or sexual assault, sexual abuse, sexual harassment, domestic violence, robbery or other acts of violence. Rozie is committed to take care of Members’ security and, therefore, Rozie strictly prohibits to commit any criminal acts that entail criminal liability and warns that Rozie will actively cooperate with law enforcement as appropriate.
7.2. At the User’s place the Service Provider should not take User’s property, use it without User’s permission, copy keys or identity documents, damage others’ property or threaten anyone with bad ratings or any other penalty or harm to obtain compensation or other benefits. If any information of personal importance became known or easily accessible during Services, Members are prohibited to copy, use or transfer it to other persons and/or to use it personally and such information shall be considered as confidential for a lifelong period.
7.3. It is prohibited to commit credit card fraud or participate in money laundering; make attempt to drive traffic to other sites, distribute “spam”; advertise or sell unrelated products.
7.4. It is prohibited to make false claims against other Members, post, upload or transfer any information that is fraudulent, false, misleading, not up-to-date, deceptive; pornographic, promotes discrimination, racism, harassment or harm against any person; promotes violence, illegal or harmful activities.
7.5. It is strictly prohibited to breach or circumvent any applicable laws, statutory requirements or regulations.
7.6. You should not use Rozie to make or accept a Service request outside the Rozie to circumvent any Service Fees or for any other reason.
7.7. You are not allowed to use any automated means to process data contained on Rozie and to avoid, deactivate, bypass, or otherwise circumvent any technological measures or requirements implemented in it.
7.8. We do not have obligation to monitor Members’ behavior on Rozie, but have the right to review, suspend or cancel any Member’s account, edit Member’s published information in order to improve the security, prevent fraud, assess the risk, conduct investigation, ensure Member’s compliance with these Terms and for customer support needs.
7.9. Members shall cooperate and assist Rozie, by providing us with all information which may be requested by us regarding any examination of possible unlawful use or abuse of Rozie.
7.10. We keep the right to cancel or suspend access to account that suspected of or violates these Terms, law or otherwise may be harmful to Rozie, Members and/or third parties, as well as to bring criminal charges against any Member which violated all prohibited behavior norms.

8. Price of Services, Rozie fee and payment procedure

8.1. Price for Services is calculated taking into account Rozie economic profit considerations and hourly rate specified by the Service Provider and therefore is offered to Service Provider when User’s Request is done. Service Provider has a right to confirm or decline received Request.
8.2. When Request is confirmed by Service Provider, prior to the scheduled Services, Rozie will place a hold on the User’s credit card for the requested Services according to the amount the User has agreed to on Rozie. We will charge User’s credit card after Service Provider made a scan of User’s QR code and Service Provider began provision of Services (please see “Provision of Services”). No cash payments are accepted.
8.3. By accepting this Agreement, the Service Provider entitles us to prepare and issue to Users the invoice(s) for the Price of Services on behalf of the Service Provider. The invoices will be delivered to Users via e-mails specified by Users when registering the account on Rozie.
8.4. Rozie is using third party services to process credit card information. By accepting this Agreement, you are giving Rozie and a third-party payment processor permission to charge your credit card, debit card, or other approved methods of payment for fees that you owe Service Providers.
8.5. Seven (7) days after Services have been provided to User and in case there is no complaints by the User, the remuneration amount for provided Services is being transferred from third-party payment processor’s account to his/her bank account. Remuneration consists of the price of Services paid by the User minus Rozie fee (“Remuneration”). Remuneration is visible for Service Provider on third-party payment processor’s account and is put on hold for the following seven (7) days after Services have been provided.
8.6. For the use of Rozie and other administrative activities performed by us, the Service Provider pays to us Rozie fee of 20 (twenty) % of the actually received Price for Services (including all applicable taxes) for each order. The specified fee includes expenses related to the operation of Rozie, such as Stripe services, Apply pay, Google pay, which are independently covered by us. The Service Provider entitles us to withhold the fee amount from the Price for Services amount. We will issue the respective invoice for Rozie fee to the Service Provider.
8.7. In case for any reason there is any unpaid amount due by the Service Provider to us, the Service Provider shall be liable to pay 0,5% interest per day from the total amount that is overdue. The Service Provider is liable to compensate us all reasonable expenses (including those charged by any debt collection agency) together with all administrative, legal and other costs incurred in the collection of any overdue payment.
8.8. We have the right to forward and publish the personal data of the Service Provider (if applicable) and the fact, sum and other relevant information of debts of the Service Provider under these Terms to debt collection agencies and other debt management service providers, for the recovery of debts and/or for the publication, processing and management of data in the debtors’ database, as well as for the publication of debt data for the purposes of making credit decisions.
8.9. The details of calculation of the Price for Services will be adjusted from time to time by us taking into account the number of orders, market situation, availability of the Service Providers on Rozie, and other factors related to the Services.
8.10. We reserve the right to establish other fees applicable to Members by updating these Terms accordingly.

9. Cancellation and refund policy

Users can cancel the requests with the following rules:
9.1 For Requests created more than 24 hours before the scheduled time:
• Cancel without fee: More than 24 hours before the scheduled time.
• Cancel with fee: If canceled less than 24 hours before the scheduled time, 50% of the total cleaning service cost will be charged.

9.2 For Requests created less than 24 hours but more than 4 hours before the scheduled time:
• Cancel without fee: Within 60 minutes after the request is created.
• Cancel with fee: If canceled after 60 minutes, 50% of the total cleaning service cost will be charged.

9.3 For Requests created less than 4 hours before the scheduled time:
• Cancel without fee: Within 15 minutes after the request is created.
• Cancel with fee: If canceled after 15 minutes, 50% of the total cleaning service cost will be charged.

9.4 Cancel after the scheduled time:
• Cancel without fee: More than 12 hours after the scheduled time.
• Cancel with fee: If canceled within 12 hours after the scheduled time, 50% of the total cleaning service cost will be charged.

9.5 Additional Points:

• Late arrivals: The user can cancel the service free of charge if the cleaner is more than 12 hours late.
• Cancellation cost transparency: The cancellation cost will always be displayed to the user prior to confirming cancellation.
• Time intervals: we will calculate the cost of cancellation policy based on the original time chosen when creating the request, without intervals of +/- 30 minutes. For example, if your time is 13:30 – 14:30 , it will be counted as 14:00

10. Licensing, intellectual property and personal data processing

10.1. We grant a revocable, limited, non-exclusive, non-transferable, non-sublicensable license to the Service Provider for downloading and using Rozie for the purpose of providing the Services.
10.2. Rozie intellectual property rights regarding the software, documentation or information used or developed by or on behalf of us during the provision of the information technology services under these Terms (including, but not limited to Rozie and Confidential Information), as well as all data and statistics about the Services rendered through Rozie, owned and controlled by us and you are not allowed to use, copy, adapt, modify, prepare derivative works, distribute, license, sell, resell, transfer or otherwise use Rozie.
10.3. By accepting these Terms you grant us a non-exclusive, international, royalty-free, irrevocable, perpetual license which can be sub-licensed and transferred, and we are allowed to access, use, store, copy, modify, prepare derivative works, distribute, publish, transmit and otherwise use your information and content in any manner to promote Rozie in any media or platform.
10.4. Rozie is committed to process personal data of Members in accordance with the principles and rules stated in Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation).
10.5. The terms and conditions for processing the personal data of the Members, who are natural persons, is established in the Privacy Policy.

11. Anti-money laundering rules

11.1. Members have to be in compliance with the requirements of any applicable anti money laundering laws and regulations and may not use Rozie for money laundering purposes. Members warrant that he/she is not subject to any international sanctions, anti-terrorism or similar laws, decrees, ordinances, orders, demands, requests, rules or requirements.
11.2. We have the right to conduct reviews of the Members` compliance with anti money laundering rules and/or suspend the User/Service Provider from using Rozie without prior notice, for the purpose of detecting fraud or any other violation thereof.
11.3. Members have to notify us immediately of any circumstances that may refer to a violation of this Section.

12. Liability and Disclaimer of liability

12.1. The Service Provider is solely liable for the performance of the Services Agreement and for any claims presented under the Services Agreement. We are not liable for any failure or non-conformity of performing the Services Agreement and assume no liability for any violations or accidents sustained during the performance of the Services Agreement.
12.2. The Service Provider shall conform and where relevant, shall ensure that its employees and/or contractors conform to the requirements of these Terms and agree to act in accordance with the conditions and obligations thereof and any further agreements with us. The Service Provider and its employees and/or contractors shall remain jointly and severally liable for any infringement deriving from the conduct of such employee and/or contractor.

12.3. We are liable for damages or loss of profit that the Service Provider may bear only in cases of intentional or grossly negligent breaches of these Terms by us.

12.4. The Service Provider / User shall indemnify, defend and hold us harmless from and against any and all claims, suits, actions or administrative proceedings, demands, losses, damages, costs, and expenses of whatsoever nature, including attorney’s fees and expenses in respect of or resulting from the provision of the Services under these Terms, including any third-party claims relating to Member information and data.

12.5. We do not have any control over and do not guarantee the quality, safety or suitability of any Members’ Services, the truth or accuracy of any Services’ descriptions, ratings, reviews, or other related information (except verification process of Service provider and its expertise), or the performance or conduct of any Member or third party during, prior or after Services provided. We do not test any Member prior to registering on Rozie subject to the quality or compliance of the Services claimed. Any descriptions, ratings, reviews, or other related information is not our endorsement or guarantee regarding any Member, including whether the Member is trustworthy, safe or suitable. Rozie helps members to only find each other, therefore, you should always exercise careful examination when deciding which Service provider to choose.
12.6. Taking into account limited possibility to verify members online, we do not assume any responsibility for the verification of any Member’s identity. Nonetheless, by making commercially reasonable efforts for fraud prevention purposes we require Service Providers to complete verification procedure.
12.7. Rozie is under no obligation to update a Service Provider’s background check or profile. By using Rozie and except as expressly set forth herein, Members agree to hold Rozie free from the responsibility for any liability or damage that might arise out of the Services. Rozie is not responsible for the conduct, whether online or offline, of any Member, including Service Providers, and will not be liable for any claim, injury or damage arising in connection with any Services.
12.8. Rozie shall not be held liable for the non-compliance with the licensing requirements of state or local authority applicable to Service Providers. When applicable, it is the responsibility of Service Provider to notify Rozie of such requirements and by not doing so, Service Provide bears all responsibility arising from such non-compliance.

13. Dispute resolution

13.1. We are committed to participating in a Member-friendly dispute resolution process. Therefore only after informal negotiations directly with Rozie customer service did not provided a result, you can initiate court proceedings for any dispute, claim or controversy arising out of or relating to these Terms or the applicability, breach, termination, validity, enforcement or interpretation thereof.
13.2. When dispute cannot be resolved informally, the party intending to initiate the court proceedings shall notify the other party via email prior to initiating the proceedings. All disputes shall be finally settled in a state court of the Republic of Latvia in accordance with procedure provided for by the laws and regulations of the Republic of Latvia.

14. Validity of Agreement and termination

14.1. This Agreement shall be valid, binding and effective until its termination by you or Rozie.
14.2. You can terminate the Agreement any time by cancelling your Rozie account and by deleting the Rozie app from you device(-s).
14.3. When Service Provider terminates the Agreement in accordance with these Terms, any Requests and confirmed Services will be automatically cancelled and Users will receive a full refund. If the Agreement is terminated by User, any requested and confirmed Services will be automatically cancelled and refund will be carried out according to the rules of cancellation policy (Cancellation and refund policy).
14.4. The following conditions shall be sufficient to us to have a legal basis to cancel any Requests or confirmed Services, limit, suspend or cancel Member’s access to Rozie, temporarily or permanently (in case of serious or repeated prohibited activities) suspend your Rozie account and stop providing access to it:
1) Law requirements;
2) reason to believe Member is in breach of any applicable law or regulation;
3) violation of any requirements of Terms;
4) repeatedly poor ratings and/or reviews;
5) complaints about your performance or behavior,
6) repeatedly cancelled confirmed Services;
7) repeatedly fail to respond to other Members’ requests without a reason;
8) necessity to protect social values, individual rights of a person;
9) reason to believe that continued use of Rozie presents a threat to the security of the Services, its Members, or third parties;
10) prevention of fraud or other illegal activity.
14.5. Rozie has a right to put the Remuneration on hold in case of criminal or Rozie customer service investigation, which was initiated due to the claim of the User, for the period while investigation is in force.

15. Miscellaneous

15.1. These Terms and any rights or claims arising out of or in connection with this Agreement shall be governed by the substantive law of the Republic of Latvia.
15.2. We reserve the right to change and modify the Terms at any time. If, in our sole discretion, an amendment is material, you will be provided with notification email about last modifications and amendments at least 30 (thirty) days before the date they become effective. Other revisions may be posted on Rozie, and you are responsible for checking the Terms regularly. You may reject the change and terminate the Agreement by withdrawing your registration on Rozie immediately and by deleting Rozie from you device (-s). In that case prior consent to any earlier versions of Terms will remain in effect and enforceable as to any dispute between you and Rozie. By continuing to access or use Rozie services after the amendment enters into effect, you agree to be bound by the revised Agreement.
15.3. Despite aforementioned, changes to these Terms which are more favorable to Members, required by law or related to the additional services or functions, or changes, which neither reduce your rights nor increase your responsibilities, will come into effect immediately.
15.4. You may not assign or transfer this Agreement and your rights and obligations to any third party without our prior written consent. We may freely assign our rights and obligations under this Agreement in its entirety to an affiliate or in connection with a merger, acquisition, corporate reorganization or sale of all assets.
15.5. The provisions of this Agreement apply to the maximum extent permitted by applicable law. If any part of this Agreement becomes unlawful, unenforceable, or invalid, the remaining clauses will remain in full force and effect.
15.6. We may provide translations of this Agreement. Translations are provided for informational purposes only. In case of inconsistency or conflict between a translation and the English version, the English version will prevail.
15.7. For any questions and/or issues related to payments, account registration, termination of Agreement, violation of these Terms, prohibited behavior of other Members or false information provided, please contact our support team by using the chat option available on Rozie.