Trust & Support Protection — Quick Summary

Rozie cleanings include Trust & Support protection for accidental physical damage caused by your cleaner during the booked service, with liability cover up to €1,000,000 per occurrence. Terms, exclusions, evidence requirements and reporting timeframes apply.

This protection is not an automatic guarantee that every loss, damage, injury, complaint or claim will be accepted or paid. Any claim is subject to these Terms, the applicable insurance policy terms, evidence requirements, exclusions, reporting timeframes and review by Rozie and/or the relevant insurer, broker, claims administrator or authorised claims handler.

To make a claim, the User must report the issue promptly, provide reasonably sufficient evidence, and cooperate with the review process.

Examples of matters that may not be covered include damage not proven to have been caused directly by the cleaner, laundry or clothing-care activities, dye transfer, theft, intentional acts, pre-existing damage, normal wear and tear, services outside the Confirmed Order, and indirect or consequential losses.

Full conditions are set out in Clause 8.13 — Trust & Support Protection and Insurance.

Terms and Conditions

Last updated: May 12th, 2026

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 to and use of Rozie and the relationship between you and us. By creating an account, downloading, accessing or using Rozie, submitting or accepting a service request, confirming an Order, or otherwise using Rozie, you agree to comply with and be bound by these Terms, including personal data processing terms. You should review these Terms carefully before using Rozie. If you do not agree to these Terms, you must not access or use Rozie.

These Terms consist of the following Sections:

• General
• Member registration
• Registration of the Service Provider account
• Registration of the User account
• Provision of Services
• Reviews and Ratings
• Prohibited behavior
• Price of Services, Rozie fee and payment procedure
• Cancellation and refund policy
• Licensing, intellectual property and personal data processing
• Anti-money laundering rules
• Liability and disclaimer of liability
• Dispute resolution
• Validity of Agreement and termination
• Miscellaneous
• Substitution of Service Provider

1. General

1.1.

Rozie is an online marketplace and digital platform for users (“Members”) who offer services (“Service Providers”) and users who request such services (“Users”). Members can communicate, market, order services, leave reviews and request additional services through Rozie. The list of possible service types (“Services”) that can be offered via Rozie is not limited and may be amended by us from time to time.

1.2.

As the provider of the Rozie digital marketplace and IT platform, we do not supply, create, provide, control, deliver or own any cleaning Services. Rozie provides digital platform, booking, payment facilitation, customer support, administrative and related IT services. Rozie’s platform services are provided by SIA “ROZIE APP”, a Latvian company, remotely via internet-based infrastructure.

Rozie offers information and a platform to obtain Services, but does not provide or intend to provide cleaning Services itself and does not act as a retailer, employer, agent, subcontractor or Service Provider of any type.

Rozie is a platform where Users can submit a request for Services, which acts as an invitation for Service Providers to submit a formal Offer. A legally binding contract (“Confirmed Order”) is formed only when a User accepts a specific Offer from a Service Provider. At that point, Members are entering into a contract directly with each other. We are not a party to the cleaning-services contract between the User and the Service Provider.

The Service Provider is not employed by us and does not act as our subcontractor, agent or representative, but provides the Services to Users as an independent contractor.

Except as expressly set out in these Terms or required by applicable law, Rozie disclaims responsibility and liability for the actual performance of cleaning Services by Service Providers, including, but not limited to, any warranty or condition of good and workmanlike services, fitness for a particular purpose or compliance with laws and regulations applicable to the Service Provider.

1.3.

In order to register as a Service Provider or request Services as a User, the relevant registration procedure must be completed. Rozie can be downloaded and used free of charge.

1.4.

We are entitled to share with 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 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; and (ii) prevent the Service Provider from re-registering on Rozie as long as the Service Provider does not provide the requested information.

1.5. Meaning of “insured”, “protected”, “covered” and similar wording

References on Rozie, the Rozie website or in the Rozie application to “insured”, “you are insured”, “protected”, “covered”, “insurance”, “cover”, “Trust & Support protection” or similar wording mean that eligible cleaning bookings may include access to the Trust & Support protection described in Clause 8.13.

Where such wording appears before an Order is confirmed, it describes protection available for eligible Rozie cleaning bookings and does not mean that the User has existing coverage before a Confirmed Order is created and the applicable Trust & Support Fee is charged as a separate line item or as part of the total amount payable.

Such wording does not mean that every loss, damage, injury, complaint or claim is automatically covered, accepted or paid. Any claim is subject to these Terms, the applicable insurance policy terms, exclusions, evidence requirements, reporting timeframes and review by Rozie and/or the relevant insurer, broker, claims administrator or authorised claims handler.

Trust & Support protection applies only to eligible bookings and only where the applicable conditions are met.

For the purposes of public-facing wording, “your cleaner” means the independent Service Provider selected for the relevant Confirmed Order. It does not mean that the Service Provider is employed by Rozie or acts as Rozie’s agent, subcontractor or representative.

2. Member registration

2.1.

In order to register a Rozie account, you must be an individual at least 18 years old or a validly existing legal entity and be able to enter into contractual relations, including having authority to represent a legal entity and conclude an agreement on its behalf.

2.2.

You can register an account using your phone number, email and password, or by using a social networking platform, such as Facebook or Google.

2.3.

We are committed to keeping Rozie a fraud-free marketplace and helping Users obtain professional Services from 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. You must follow all applicable laws and statutory requirements and must not treat other Members differently because of their ethnicity, national origin, religion, sexual orientation or gender.

2.5.

You must not assign, disclose or otherwise transfer your Rozie account to any third party. If we suspect that this condition has been violated, we reserve the right to suspend your account for the duration of the investigation.

2.6.

You must immediately notify us if you have any reason to suspect that your login information has been lost, stolen or otherwise used or may be used by inappropriate third parties. You are responsible for activities conducted through your Rozie account.

2.7.

You must provide accurate, complete and up-to-date information 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 on which you expect Services to be provided or confirming a Request for a certain date, we strongly recommend that you choose carefully and book the day and time most convenient for you. Otherwise, the Cancellation and refund policy will apply.

2.9.

Service Providers are solely responsible for their tax liabilities and for determining which taxes to indicate, if applicable.

3. Registration of the Service Provider account

3.1.

In order to be registered on Rozie, Service Providers must complete a verification procedure. During this procedure, you may be asked to provide information about the device used during verification, your photo, a photo of your identification document and other related information.

3.2.

You must provide complete, accurate and up-to-date information about the types 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, 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 a User from any tax liability or penalties that may arise from payments as a result of your failure to fulfil 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 have 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 the Service Provider for appliances, tools, materials or other items (“Appliances”) necessary for the provision of Services. The Service Provider should keep such expenses in mind when setting the price for Services. The Service Provider must use only appropriate Appliances that will not harm the property or interests of the User or negatively affect the quality of Services.

3.5.

By submitting an Offer to a User, you are making a binding commitment to perform the described Services for the stated price if the User accepts your Offer. Once a User accepts your Offer, a Confirmed Order is created, and you are contractually obligated to provide the Services as detailed in that Confirmed Order.

3.6.

It is not allowed to request the User to pay a higher price once an Offer has been accepted by the User and a Confirmed Order has been created, unless an additional payment is processed in accordance with Clause 5.4.

3.7.

Rozie recommends that you obtain appropriate insurance for your Services, if applicable.

3.8.

Any Services you offer on Rozie must not breach any agreements you have entered into with any third parties and must comply with all applicable laws, statutory requirements and other rules and regulations.

3.9.

You should not have persistently low ratings or be unresponsive during Service requests. Rozie reserves the right to suspend your account.

3.10.

If the country or local authority of the Service Provider’s residence, or the local authority or country in which Services are provided, requires licensing for certain types of Services, we recommend that you confirm these licensing requirements before you accept a Request or provide Services. Please notify Rozie about such requirements prior to the provision of Services.

3.11. Discretion to Submit Offers

As an independent contractor, you have complete discretion over your workflow. You are under no obligation to submit an Offer in response to any User’s service request.

3.12. Warranty of Self-Employed Status

By registering as a Service Provider, you warrant and represent that you are operating as a genuinely self-employed individual or a legally registered business entity. You confirm that you are registered as self-employed or are in the process of registration as such with all relevant Maltese authorities, including Jobsplus and the Commissioner for Revenue, and that you are solely responsible for all tax and social security contributions. You agree to provide proof of such registration to Rozie upon request.

3.13. Legal Right to Provide Services in Malta

You warrant and represent that you have the full legal right to reside and provide services as a self-employed individual or entity in the Republic of Malta in accordance with Maltese and EU law. If you are a citizen of a country outside the European Union (a Third-Country National), you warrant that you are in possession of a valid residence and/or work permit, such as a single permit, that explicitly authorises you to carry out work on a self-employed basis. You must provide valid, unexpired proof of your right to work to Rozie.

You agree to fully indemnify and hold Rozie harmless from any and all fines, penalties, legal costs and other liabilities incurred by us resulting from a breach of your warranty in this clause, including any misrepresentation of your immigration status or legal right to work. Providing fraudulent documentation will result in immediate termination of your account and reporting to the relevant authorities.

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 the suitable Service Provider, their experience, expertise, description of Services and other information. If necessary, 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 ensure a secure environment and must not keep unsecured weapons, disease risks or dangerous animals. We also recommend that you secure belongings which can be easily broken or otherwise damaged. Sensitive information, documents or any other information of personal importance should be hidden and removed from easily accessible places.

The User should exercise caution and common sense to protect personal safety and property. If the User is not present during the provision of Services, the User remains responsible for providing safe and lawful access and for securing valuable, fragile, sensitive or personal items.

This clause does not exclude liability where damage is proven to have been caused directly by the Service Provider while carrying out the booked cleaning service, nor does it limit any non-waivable consumer rights.

4.4. Definitions of Regular Cleaning, Deep Cleaning, Extras and Excluded Tasks

Regular Cleaning: Regular Cleaning is a routine maintenance service designed to keep a property tidy and hygienic. It typically includes tasks such as dusting, mopping, wiping surfaces and general tidying. Regular Cleaning does not include intensive cleaning tasks such as removing built-up dirt, heavy stains, heavy grease, mould, hazardous substances or deep grime.

Deep Cleaning: Deep Cleaning is a more intensive cleaning service intended to provide a more detailed refresh of the property. Deep Cleaning may include more detailed cleaning of surfaces and areas not normally covered during routine maintenance cleaning. Deep Cleaning does not include specialist restoration, post-construction cleaning, hazardous cleaning, mould remediation, pest-related cleaning or any task requiring specialist equipment, licensing or training.

Extras: Fridge, oven, kitchen cabinets, inside windows, balcony, balcony windows, terrace and terrace windows are not included unless selected separately as extras in the Confirmed Order.

Laundry and clothing care excluded: Unless expressly offered by Rozie and selected in the Confirmed Order, cleaning services do not include washing, drying, folding, ironing, sorting, moving, treating stains on, or otherwise handling laundry, clothing, shoes, bags or personal textile items. Rozie does not currently offer laundry or clothing-care services as a standard service tier or extra.

Out-of-scope instructions: A Service Provider is not required to perform any task that is not included in the Confirmed Order. If a User asks a Service Provider to perform additional or different work on-site, this must be handled through the Additional Payment Request process in Clause 5.4, where applicable.

4.5. User’s Obligation for Accuracy

It is the User’s sole responsibility to provide a complete, truthful and accurate description of the task in their service request, including the true condition, size of the property and a precise list of all services required. The fixed price offered by Service Providers is based on this information. Inaccuracies may lead to a change in scope as outlined in Clause 5.4.

4.6. User responsibility for personal, fragile and valuable items

The User is responsible for securing fragile, valuable, sensitive, sentimental or easily damaged items before the Service Provider arrives. This includes, but is not limited to, jewellery, cash, documents, electronics, clothing, personal accessories, delicate decorative items and items with special care requirements.

The User should ensure that rooms, storage areas, laundry rooms, balconies, terraces and other areas where the Service Provider may be asked to enter are reasonably safe, accessible and suitable for cleaning-related activity.

If the User gives an instruction on-site, including an instruction to place cleaning tools, buckets, towels, bags or other items in a particular room or location, the User is responsible for ensuring that the location is suitable for that purpose.

This does not exclude liability where damage is proven to have been caused directly by the Service Provider while carrying out the booked cleaning service.

5. Provision of Services

5.1.

When requested Services have been confirmed, Members receive a generated QR code, which must be scanned at the arrival of the Service Provider to the place where Services will be provided.

5.2.

The Service Provider shall scan the User’s provided QR code to begin provision of Services and identify the User.

5.3.

When a User requests Services to be provided to any third party, the QR code shall be sent to such person by electronic means. In such cases, the User shall instruct the third party regarding the requirements and liability under these Terms. Neither Rozie nor the Service Provider will be held liable for negative consequences resulting from the User’s failure to provide such instructions, except to the extent liability cannot be excluded under applicable law.

5.4. Handling of On-Site Scope Discrepancies

(a) If a Service Provider determines on-site that the required work is materially different from or larger than described in the Confirmed Order, they have two options at their sole discretion:

i. Perform Work to Original Order: Perform only the limited amount and type of work that reasonably corresponds to the services described in the original Confirmed Order.

ii. Request Additional Payment via the App: Initiate an “Additional Payment Request” directly through the Rozie application. This request will specify the additional work and corresponding fee. The Service Provider shall only perform the additional work after the User has reviewed and explicitly confirmed this request within the app.

(b) By confirming an Additional Payment Request within the app, the User acknowledges the additional services and fee, and provides immediate and irrevocable authorisation for Rozie to charge their registered payment method for the full amount specified in the request.

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 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 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. Complaints, service-quality review and damage reports

Users may leave feedback and submit complaints regarding the Services through Rozie. Rozie may review complaints, request information from the User and the Service Provider, and take reasonable action based on the available evidence.

Rozie’s review may include asking the User for photographs, videos, written descriptions, receipts, estimates, timestamps, proof of ownership or value, and any other information reasonably required to assess the matter. Rozie may also request a written response from the Service Provider.

A complaint, refund, discount, goodwill payment or other commercial resolution does not automatically mean that the Service Provider caused damage, breached these Terms or performed the Services improperly.

Rozie may distinguish between:

(a) service-quality complaints;
(b) property-damage allegations;
(c) insurance-related claims;
(d) chargeback or payment disputes;
(e) goodwill or commercial resolutions made without admission of liability.

If the Service Provider has materially breached these Terms, failed to cooperate with a reasonable review, or received repeated substantiated complaints, Rozie may take proportionate action, including warning, temporary restriction, suspension or permanent removal from the platform.

5.9.

In cases where Users claim and provide evidence that a Service Provider damaged the User’s personal property or another person’s property at the place where Services were provided, the User has the right to seek remedy from the Service Provider, including 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, price and calendar availability, amount and quality of certifications, experience and customer service, cancellation history, reviews and ratings, and 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. The rankings of Users are not publicly available and are accessible only by Service Providers.

6.4.

Reviews and ratings must be accurate and may not contain coarse language.

6.5. Review authenticity and moderation

Reviews may be submitted only by Members who participated in the relevant booking or interaction on Rozie.

Rozie may take reasonable and proportionate steps to verify that reviews relate to genuine bookings or genuine platform interactions. Rozie may remove, hide, edit or restrict reviews that are false, misleading, abusive, discriminatory, irrelevant, fraudulent, retaliatory, unlawful or otherwise contrary to these Terms.

Rozie does not guarantee that every review reflects the full or current quality, conduct or suitability of a Member.

7. Prohibited behavior

7.1.

While requesting, communicating, providing or receiving the Services, you must not commit physical or sexual assault, sexual abuse, sexual harassment, domestic violence, robbery or other acts of violence. Rozie is committed to taking care of Members’ security and strictly prohibits criminal acts that entail criminal liability. Rozie will actively cooperate with law enforcement as appropriate.

7.2.

At the User’s place, the Service Provider must not take the User’s property, use it without the 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 becomes known or easily accessible during Services, Members are prohibited from copying, using or transferring it to other persons or using it personally. Such information shall be considered confidential for a lifelong period.

7.3.

It is prohibited to commit credit card fraud or participate in money laundering; attempt to drive traffic to other sites; distribute spam; or advertise or sell unrelated products.

7.4.

It is prohibited to make false claims against other Members or 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, or 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 must not use Rozie to make or accept a Service request outside Rozie in order 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 or to avoid, deactivate, bypass or otherwise circumvent any technological measures or requirements implemented in Rozie.

7.8.

We do not have an obligation to monitor Members’ behavior on Rozie, but we have the right to review, suspend or cancel any Member’s account and edit Member-published information in order to improve security, prevent fraud, assess risk, conduct investigations, ensure Member compliance with these Terms and provide customer support.

7.9.

Members shall cooperate and assist Rozie by providing all information which may be requested by us regarding any examination of possible unlawful use or abuse of Rozie.

7.10.

We reserve the right to cancel or suspend access to accounts suspected of or found to violate these Terms, law or otherwise be harmful to Rozie, Members or third parties, as well as to bring criminal charges against any Member who violates prohibited behavior norms.

8. Price of Services, Rozie fee and payment procedure

8.1. Pricing and Submission of Offers

Based on a User’s service request and a Service Provider’s individual rates, Rozie may calculate a suggested price for guidance. However, the Service Provider is solely responsible for determining the final price for their services, which they submit to the User in their formal Offer.

8.1.1. Fixed-Price Task Agreement

The price stated in a Confirmed Order is a fixed fee for the full and proper completion of the entire task specified, irrespective of the actual time spent by the Service Provider. This fixed price is contingent on the accuracy of the information provided by the User, as outlined in Clause 4.5.

8.2.

Upon the creation of a Confirmed Order, Rozie will place a hold on, or charge, the User’s payment method for the total amount displayed to the User before confirmation. This total amount may include the Price of Services, the Trust & Support Fee, any applicable taxes, and any other applicable charges displayed or included in the total before confirmation.

No cash payments are accepted.

8.3.

By accepting this Agreement, the Service Provider authorises us to prepare and issue to Users the invoice or invoices for the Price of Services on behalf of the Service Provider. The invoices will be delivered to Users via the email addresses specified by Users when registering the account on Rozie.

8.4.

Rozie uses third-party services to process card and digital wallet payments. By accepting this Agreement and confirming an Order, the User authorises Rozie and its third-party payment processor to charge the User’s approved payment method for the total amount displayed to the User before confirmation, including the Price of Services, Trust & Support Fee, cancellation fees, additional payments confirmed in the app, and any other applicable charges.

Rozie will not charge the User an additional amount for a Confirmed Order unless such amount has been displayed to the User before confirmation, authorised through an Additional Payment Request, or is otherwise permitted under these Terms and applicable law.

8.5.

Seven (7) days after Services have been provided to the User and where there are no complaints by the User, the remuneration amount for provided Services will be transferred from the third-party payment processor’s account to the Service Provider’s bank account. Remuneration consists of the Price of Services paid by the User minus the Rozie fee (“Remuneration”). Remuneration is visible to the Service Provider on the third-party payment processor’s account and is put on hold for 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 us a Rozie fee of 30% 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, Apple Pay and Google Pay, which are independently covered by us. The Service Provider authorises us to withhold the fee amount from the Price for Services amount. We will issue the respective invoice for the Rozie fee to the Service Provider.

8.7. Overdue amounts

If a Service Provider owes any unpaid amount to Rozie, Rozie may charge interest and reasonable recovery costs to the extent permitted by applicable law.

Before taking debt recovery action, Rozie will normally notify the Service Provider of the overdue amount and give a reasonable opportunity to pay, unless immediate action is required to prevent fraud, abuse or legal risk.

8.8. Debt recovery

Where necessary and permitted by applicable law, Rozie may share relevant information with payment processors, debt collection agencies, legal advisers, courts or competent authorities for the purpose of recovering unpaid amounts, preventing fraud or enforcing these Terms.

Rozie will process any personal data for debt recovery in accordance with applicable data protection law and its Privacy Policy.

8.9. Calculation of Suggested Price

Rozie utilises a proprietary methodology to calculate the suggested price provided to Service Providers for guidance purposes. We reserve the right, at our sole discretion, to modify this calculation methodology at any time based on market conditions, platform data or other business considerations. For the avoidance of doubt, and in accordance with Clause 8.1, any price generated by our methodology is strictly a suggestion, and the Service Provider is always solely responsible for determining and submitting the final price in their Offer to the User.

8.10.

We reserve the right to establish other fees applicable to Members by updating these Terms accordingly.

8.11. Service Quality, Dispute Resolution and Payment Authorisations

The following terms in this Section 8.11 apply exclusively to Service Providers.

Part A: Payment Account Setup and General Authorisations

8.11.1. Requirement for a Payment Processor Account

To receive payments from Users for services performed, the Service Provider must have an active and verified account with Rozie’s designated third-party payment processor, such as Stripe, the “Payment Processor”. All payments for services booked via the Rozie platform must be processed exclusively through this account.

8.11.2. Facilitation of Account Creation and Consent to Data Transfer

To streamline the onboarding process, Rozie facilitates the creation of your account with the Payment Processor. By creating a Rozie account and providing your personal, business and banking information, you expressly authorise Rozie to securely transmit this information to the Payment Processor for the express purpose of creating this payment account on your behalf.

8.11.3. Account Ownership and Responsibilities

You acknowledge and agree that:

(a) you are the sole and direct owner of the account created with the Payment Processor;
(b) your relationship with the Payment Processor is governed by their separate terms of service, available on the Payment Processor’s website;
(c) you are solely responsible for the accuracy of all information you provide and for maintaining the security of your Payment Processor account.

8.11.4. General Authorisation to Transmit Payment Instructions

You grant Rozie the authority for its software platform to automatically transmit instructions to your Payment Processor account based on the terms of this Agreement for the purpose of processing payments for services rendered.

Part B: Dispute Resolution and Financial Consequences

8.11.5. Commitment to Quality and Internal Complaint Process

Rozie and its community of Service Providers are committed to upholding high quality standards. In the event of a User complaint, you agree to cooperate in good faith with Rozie’s fair and transparent internal review process. This cooperation includes providing an accurate and complete response to all inquiries within two (2) business days of receiving notification. If you do not respond within this timeframe, Rozie will proceed to make its determination based on the evidence and information available.

8.11.6. Determination and Authorisation for Adjustments

Based on a reasonable assessment of the information provided, Rozie will make a determination regarding whether the service met the standards in the Cleaner Requirements. If it is determined that the service was not completed to these standards, you agree that your authorisation in Section 8.11.4 extends to Rozie instructing the Payment Processor to make a financial adjustment to provide a partial or full refund to the User.

8.11.7. Post-Settlement Reconciliation

If a payment adjustment is determined to be necessary after the corresponding payout has already been released to you, this will result in a negative balance on your Rozie platform account. You agree that Rozie is authorised to reconcile this balance by instructing the Payment Processor to deduct the corresponding sum from the payments collected for one or more of your future jobs.

8.11.8. Availability of Further Remedies

This internal resolution process is intended to provide a swift and efficient remedy for service-quality issues and does not prejudice the right of either the Service Provider or the User to pursue other available remedies. In accordance with EU Regulation 2019/1150, a list of independent external mediators is available for resolving disputes that cannot be settled through this internal process.

8.11.9. Property damage complaints and goodwill settlements

A User complaint, insurance claim, chargeback threat, refund request or goodwill settlement by Rozie does not automatically establish that the Service Provider caused damage or breached these Terms.

Rozie may settle a matter with a User for commercial, customer-support or risk-management reasons without making any finding against the Service Provider.

Rozie will not deduct a goodwill payment from the Service Provider’s remuneration unless Rozie determines, based on a reasonable review of the available evidence, that the Service Provider materially breached these Terms, caused the loss, or failed to cooperate with the complaint process.

Where a property-damage allegation is made, the Service Provider must cooperate in good faith and provide a complete and accurate response within the timeframe reasonably requested by Rozie.

8.12. Trust & Support Fee

In addition to the Price of Services determined by the Service Provider, Rozie charges Users a Trust & Support Fee.

The Trust & Support Fee supports the operation and maintenance of the Rozie platform, including technology infrastructure, booking tools, payment facilitation, customer support, dispute review, administrative services and access to Trust & Support protection for eligible cleaning bookings.

8.12.1. Amount of Trust & Support Fee

The Trust & Support Fee is calculated as a percentage of the Price of Services determined by the Service Provider.

The current Trust & Support Fee rate is 10%, unless a different rate is stated in the Rozie application, on the Rozie website, in these Terms, or otherwise communicated to the User before the Order is confirmed.

Rozie may modify the Trust & Support Fee rate from time to time. Any updated rate will apply only to Orders created after the updated rate takes effect. Changes will not apply retroactively to Orders already confirmed.

8.12.2. Display of total amount payable

Before the User confirms an Order, Rozie will display the total amount payable by the User.

The total amount payable may include:

(a) the Price of Services;
(b) the Trust & Support Fee;
(c) any applicable taxes or additional charges; and
(d) any other amount payable in connection with the Order.

The Trust & Support Fee may be included in the displayed total amount rather than shown as a separate line item in the checkout screen.

By confirming the Order, the User authorises Rozie and its payment processor to charge the total amount displayed before confirmation.

8.12.3. Invoice or receipt

The User may receive a separate invoice or receipt for the Trust & Support Fee or for other components of the total amount payable.

Any separate invoice or receipt is for administrative and accounting purposes only and does not create an additional charge beyond the total amount displayed to the User before confirmation, unless the User separately authorises an additional payment in accordance with these Terms.

8.12.4. No automatic claim payment

Payment of the Trust & Support Fee does not guarantee that any particular damage claim, injury claim, complaint or loss will be accepted or paid.

Trust & Support protection is subject to the conditions, exclusions, evidence requirements, reporting timeframes and applicable insurance policy terms described in Clause 8.13.

8.13. Trust & Support Protection and Insurance

8.13.1. Overview

As part of the Trust & Support programme, eligible Rozie cleaning bookings may include access to protection for accidental physical damage or bodily injury caused directly by a Service Provider while carrying out the booked cleaning service.

This protection is not an automatic guarantee of payment. Any claim is subject to these Terms, the applicable insurance policy terms, exclusions, evidence requirements, reporting timeframes and review by Rozie and/or the relevant insurer, broker, claims administrator or authorised claims handler.

8.13.2. Insurance

Rozie maintains professional liability insurance for eligible cleaning services arranged through the Rozie platform within the Maltese Islands.

Where applicable, liability cover may apply up to €1,000,000 per occurrence, subject to the applicable policy terms, limits, exclusions and conditions.

The policy is underwritten by Lloyd’s Insurance Company S.A., unless otherwise stated in the applicable cover summary, customer documentation or policy documentation.

For valid and approved claims, Rozie will cover applicable deductibles or excesses on behalf of the User, unless otherwise stated in the applicable cover summary, customer documentation or policy documentation.

8.13.3. Eligible bookings

Trust & Support protection applies only where all of the following conditions are met:

(a) the cleaning service was booked and confirmed exclusively through the Rozie application;
(b) the applicable Trust & Support Fee was charged to the User, whether as a separate line item or as part of the total amount payable displayed before confirmation;
(c) the service took place within the Maltese Islands;
(d) the alleged damage or injury occurred in connection with the booked cleaning service;
(e) the alleged damage or injury was caused directly by an act or omission of the Service Provider while carrying out the cleaning services described in the Confirmed Order;
(f) the User provides reasonably sufficient evidence to allow the matter to be assessed;
(g) the User cooperates in good faith with Rozie and, where applicable, the insurer, broker, claims administrator or authorised claims handler.

8.13.4. Reporting damage or injury

The User must report any alleged damage or injury to Rozie customer support as soon as reasonably possible after discovering it.

Where the damage or injury is visible or reasonably discoverable during the cleaning session, the User should report it before the Service Provider leaves the premises, where reasonably practicable.

Where the damage or injury was not reasonably discoverable during the cleaning session, the User must report it as soon as reasonably possible after discovery and provide an explanation of why it could not reasonably have been discovered earlier.

Late reporting may make it more difficult or impossible to assess causation, inspect the relevant area, obtain the Service Provider’s response, preserve evidence or submit the matter under the applicable insurance policy. Rozie or the relevant claims handler may decline a claim where late reporting materially prevents a fair assessment or where the applicable policy terms are not met.

8.13.5. Evidence required

The burden of proving that damage or injury was caused directly by the Service Provider lies with the User.

The User must provide reasonably sufficient evidence, which may include:

(a) photographs or videos of the alleged damage;
(b) photographs or videos of the location where the incident allegedly occurred;
(c) photographs showing the condition of the property or item before the cleaning session, where available;
(d) a detailed written description of what happened and when it was discovered;
(e) proof of ownership or value, including receipts, invoices, product links, repair estimates or replacement estimates, where available;
(f) names or statements of any witnesses, where applicable;
(g) any other information reasonably requested by Rozie or the relevant claims handler.

Photographs showing damage alone may not be sufficient if they do not establish when the damage occurred, how it occurred, where it occurred or that it was caused directly by the Service Provider.

8.13.6. What may be covered

Subject to these Terms and the applicable insurance policy, eligible claims may include accidental physical loss, destruction or damage to the User’s property, or accidental bodily injury to the User or another person, caused directly by the acts or omissions of the Service Provider while carrying out the cleaning services described in the Confirmed Order.

8.13.7. What is not covered

Trust & Support protection and the insurance do not cover:

(a) damage or injury that is not proven to have been caused directly by the Service Provider;
(b) damage arising from services not described in the Confirmed Order or performed outside the scope of the booking;
(c) laundry or clothing-care activities, including washing, drying, folding, ironing, sorting, moving, treating stains on, or handling laundry, clothing, shoes, bags or personal textile items, unless such service was expressly offered by Rozie and selected in the Confirmed Order;
(d) colour transfer, dye transfer, shrinkage, bleaching, staining or other damage to clothing or textiles arising from laundry, clothing-care activities or contact between garments, unless direct causation by the Service Provider while performing the booked cleaning service is established;
(e) damage to property that was already damaged, defective, fragile, unstable, deteriorated or in poor condition before the cleaning started;
(f) normal wear and tear, gradual deterioration, scratching, marring, fading, discolouration or other effects that may occur through ordinary use or ordinary cleaning processes;
(g) damage caused by cleaning products, tools or methods specifically requested, supplied or instructed by the User, especially where the Service Provider warned against their use;
(h) damage caused by unclear, incorrect, incomplete or unsafe instructions from the User;
(i) damage to cash, jewellery, precious metals, precious stones, securities, documents, data, digital files or items of sentimental value that cannot be objectively valued;
(j) theft, fraud, dishonesty or intentional acts by the Service Provider. Such matters should be reported to the Malta Police. Rozie may assist with information reasonably required for an investigation, but theft and intentional misconduct are not covered by this insurance;
(k) loss of use, loss of profit, loss of opportunity, business interruption, emotional distress, inconvenience or any indirect or consequential loss;
(l) damage to property located outside the Maltese Islands;
(m) claims that are false, misleading, exaggerated, fraudulent or made in bad faith;
(n) claims where the User does not provide reasonably sufficient evidence or does not cooperate with the review process;
(o) claims excluded under the applicable insurance policy.

8.13.8. Claims process

The User should contact Rozie customer support promptly after discovering the alleged damage or injury.

Rozie may conduct an initial review to collect information, request evidence, obtain the Service Provider’s response and assess whether the matter appears to fall within the scope of Trust & Support protection.

Where a matter appears potentially eligible, Rozie may facilitate submission to the insurer, broker, claims administrator or other authorised claims handler, as applicable.

Rozie is not the insurer and does not guarantee that any claim will be accepted or paid. Final coverage decisions are subject to the applicable insurance policy and may be made by the insurer or authorised claims handler.

The existence of insurance does not create any direct contractual relationship between the User and the insurer, unless applicable law or the insurance policy expressly provides otherwise.

Where required by the applicable policy or law, Rozie will provide the User with information on how to submit a claim or complaint directly to the relevant claims or complaints contact.

8.13.9. Goodwill resolutions

Rozie may, at its sole discretion, offer a refund, credit, discount, payment or other goodwill resolution in relation to a complaint.

Any goodwill resolution is made without admission of liability, without any insurance coverage determination and without any finding that the Service Provider caused damage or breached these Terms, unless Rozie expressly states otherwise in writing.

A goodwill resolution by Rozie will not be deducted from the Service Provider’s remuneration unless Rozie has made a separate determination, based on the available evidence and these Terms, that the Service Provider materially breached their obligations.

8.13.10. No double recovery

The User may not recover more than once for the same damage. Any payment from Rozie, the Service Provider, the insurer or any third party may be taken into account when assessing any further payment or claim.

8.13.11. Changes to protection

Rozie may modify, suspend or discontinue Trust & Support protection or insurance coverage from time to time. Any change will apply only to Orders created after the change takes effect and will not reduce protection for Orders already confirmed, unless required by law or by the insurer.

9. Cancellation and refund policy

9.0. Consumer withdrawal rights

Where the User is acting as a consumer, the User may have statutory withdrawal rights under applicable consumer law for distance contracts.

If the User books a service to be performed before the end of any applicable withdrawal period, the User expressly requests that the service begin at the scheduled time.

If the service has been fully performed, the User may lose the statutory right of withdrawal in respect of that service, where permitted by applicable law.

If the User withdraws after performance has started but before the service has been fully performed, the User may be required to pay a proportionate amount for services already provided and platform services already performed, where permitted by applicable law.

Nothing in this Cancellation and refund policy limits any non-waivable statutory rights of the User.

Users can cancel 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 cancelled 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 cancelled 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 cancelled 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 cancelled 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 the 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.

9.6. Trust & Support Fee and cancellations

Where an Order is cancelled without any cancellation fee, the Trust & Support Fee will be refunded unless the app clearly states otherwise before cancellation and applicable law permits such treatment.

Where a cancellation fee applies, Rozie may retain the Trust & Support Fee or the relevant part of it to reflect platform services already provided, including booking, payment facilitation, support availability and administrative processing.

Where technically possible, the app will display the cancellation fee, refund amount or remaining charge before the User confirms cancellation.

Nothing in this clause limits any non-waivable statutory rights of the User.

10. Licensing, intellectual property and personal data processing

10.1.

We grant a revocable, limited, non-exclusive, non-transferable, non-sublicensable licence 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 information technology services under these Terms, including but not limited to Rozie and Confidential Information, as well as all data and statistics about Services rendered through Rozie, are owned and controlled by us. You are not allowed to use, copy, adapt, modify, prepare derivative works, distribute, license, sell, resell, transfer or otherwise use Rozie except as permitted under these Terms.

10.3. User content licence

By submitting public content to Rozie, including reviews, ratings, profile information, photos intended for public display or service descriptions, you grant Rozie a non-exclusive, worldwide, royalty-free licence to use, host, store, reproduce, display, adapt and publish that content for the purpose of operating, improving and promoting Rozie.

This licence does not apply to private identity documents, payment information, private support communications, complaint evidence, damage photos, private property photos or other personal information submitted for verification, support, safety, legal, insurance or dispute-resolution purposes, except where use is necessary for those purposes or where you have given separate consent.

Rozie processes personal data in accordance with its Privacy Policy and applicable data protection law.

10.4.

Rozie is committed to processing 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, the General Data Protection Regulation.

10.5.

The terms and conditions for processing the personal data of Members who are natural persons are established in the Privacy Policy.

11. Anti-money laundering rules

11.1.

Members must comply with the requirements of any applicable anti-money laundering laws and regulations and may not use Rozie for money laundering purposes. Members warrant that they are 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 Members’ compliance with anti-money laundering rules and/or suspend the User or Service Provider from using Rozie without prior notice for the purpose of detecting fraud or any other violation.

11.3.

Members must notify us immediately of any circumstances that may refer to a violation of this Section.

12. Liability and Disclaimer of Liability

12.1. Marketplace role

Rozie operates an online marketplace that enables Users and Service Providers to connect, communicate, book, pay for and manage cleaning services. The cleaning services are performed by independent Service Providers, not by Rozie employees.

The contract for the performance of cleaning services is formed directly between the User and the Service Provider when the User accepts the Service Provider’s Offer and a Confirmed Order is created.

12.2. Rozie’s responsibility

Rozie is responsible for providing the Rozie platform, payment facilitation, customer support, complaint review and other platform services described in these Terms with reasonable skill and care.

Rozie is not responsible for the actual performance of cleaning services by Service Providers, except to the extent expressly stated in these Terms or required by applicable law.

12.3. Service Provider responsibility

The Service Provider is responsible for performing the Services described in the Confirmed Order with reasonable care, skill and diligence, and in accordance with these Terms, applicable laws and the Cleaner Requirements.

12.4. No exclusion of non-waivable rights

Nothing in these Terms excludes or limits any liability that cannot be excluded or limited under applicable law. This includes, where applicable, liability for fraud, intentional misconduct, gross negligence, death or personal injury caused by negligence, and any non-waivable consumer rights.

12.5. Limitation of Rozie liability

To the maximum extent permitted by applicable law, Rozie shall not be liable for indirect, incidental, special, punitive or consequential losses, including loss of profit, loss of opportunity, business interruption, loss of data or loss of use.

Nothing in this clause limits the User’s rights under Clause 8.13 where a claim qualifies for Trust & Support protection.

12.6. User responsibility

The User is responsible for providing accurate information about the property, service requirements, access instructions, hazards, pets, fragile items and any special conditions that may affect the provision of Services.

The User is responsible for ensuring that the premises are reasonably safe for the Service Provider and that valuable, fragile, sensitive, sentimental or easily damaged items are secured before the service begins.

12.7. Indemnity

A Member agrees to indemnify Rozie only for losses, damages, claims, costs or expenses arising directly from that Member’s breach of these Terms, unlawful conduct, fraud, misrepresentation, unsafe instructions or infringement of third-party rights.

This indemnity does not apply to the extent that the claim arises from Rozie’s own breach, negligence or obligations that cannot be excluded under applicable law.

13. Dispute resolution

13.1.

We are committed to participating in a Member-friendly dispute resolution process. If you have a dispute, claim or controversy arising out of or relating to these Terms, the use of Rozie or the Services arranged through Rozie, we encourage you to contact Rozie customer support first so that the matter can be reviewed informally.

Nothing in this clause prevents a User acting as a consumer from exercising any non-waivable statutory rights or remedies available under applicable law.

13.2. Courts and applicable jurisdiction

If a dispute cannot be resolved informally, either party may pursue any remedies available under applicable law.

For disputes with Service Providers or other Members acting for business or professional purposes, disputes shall be settled by the competent state courts of the Republic of Latvia, unless mandatory law provides otherwise.

For Users acting as consumers, nothing in these Terms limits any mandatory right the User may have to bring proceedings in the courts of the country where the User is domiciled or habitually resident, or to rely on mandatory consumer protection rules applicable under EU or national law.

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 at any time by cancelling your Rozie account and deleting the Rozie app from your device or devices.

14.3.

When a Service Provider terminates the Agreement in accordance with these Terms, any pending Offers and existing Confirmed Orders will be automatically cancelled and Users will receive a full refund. If the Agreement is terminated by a User, any requested and confirmed Services will be automatically cancelled and refund will be carried out according to the rules of the Cancellation and refund policy.

14.4.

The following conditions shall be sufficient to us to to have a legal basis to cancel any pending Offers or existing Confirmed Orders, 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:

• Law requirements;
• reason to believe Member is in breach of any applicable law or regulation;
• violation of any requirements of Terms;
• repeatedly poor ratings and/or reviews;
• complaints about your performance or behavior;
• repeatedly cancelled confirmed Services;
• repeatedly fail to respond to other Members’ requests without a reason;
• necessity to protect social values, individual rights of a person;
• reason to believe that continued use of Rozie presents a threat to the security of the Services, its Members, or third parties;
• 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. Governing law

These Terms and any rights or claims arising out of or in connection with them shall be governed by the substantive law of the Republic of Latvia.

If the User is acting as a consumer and mandatory consumer protection rules of another EU or EEA country apply, the choice of Latvian law shall not deprive the User of the protection of those mandatory rules.

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 a notification email about the latest modifications and amendments at least 30 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 your device or devices. In that case, prior consent to any earlier versions of the 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 the aforementioned, changes to these Terms which are more favorable to Members, required by law or related to 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 reorganisation 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.

16. Substitution of Service Provider

16.1.

A Service Provider may delegate the performance of a Confirmed Order to another cleaner (“Replacement Cleaner”) only if all of the following conditions are satisfied:

(a) the Replacement Cleaner holds an individual Service Provider account that has passed Rozie’s verification and onboarding procedure referred to in Section 3;
(b) the User has not declined substitution for that particular Request.

16.2.

Approval of a Replacement Cleaner does not constitute a transfer of the original Service Provider’s Rozie account. The original Service Provider and the Replacement Cleaner are jointly and severally liable for full, timely and proper performance of the Services and for all obligations, including payment of fees and indemnities, arising under these Terms.

16.3.

Rozie may refuse, condition or revoke approval of any proposed Replacement Cleaner at its sole discretion, including where the nominee fails to satisfy identity, qualification or other requirements.

16.4.

No additional charge shall be imposed on the User solely because an approved substitution has taken place.