Customer offer (terms of service)

DRAFT: this text has not been legally reviewed. It must be checked against Uzbekistan law before launch. 1. General provisions 1.1. This document is a public offer from the operator of the Usta24 platform (the “Platform”) addressed to individuals who order household services through the Platform (the “Customer”). 1.2. The Customer accepts the offer by ticking agreement to these terms at registration or by placing a first order. Consent to personal data processing is given separately (see the Privacy Policy). 1.3. The Platform is a digital intermediary: it helps the Customer find an independent Professional and provides technology tools (ordering, itemised estimate, statuses, notifications, history, ratings, complaints). 1.4. The Platform does not perform repair or other work, is not the Professional’s employer or a payment agent, does not receive payment for the work from the Customer and does not hold the Customer’s money. 1.5. The contract for the work is concluded directly between the Customer and the Professional when the Professional accepts the order in the app. The Professional is responsible for the quality, scope and timing of the work. 2. Definitions • Professional — an independent, verified specialist (self-employed or sole proprietor) who provides services through the Platform. • Order — the Customer’s request to a Professional to perform work. • Catalog — the tasks and prices published on the Platform (regional prices may differ). • Itemised estimate (checklist) — the line-by-line list of work and materials the Professional prepares after inspection; the Customer approves or rejects it. Every version is stored unchanged. • Minimum order amount — the smallest order value, if the Platform has set one; it is shown before the order is placed. • Electronic actions — ordering, approving, rejecting, messages and other actions in the app; the parties recognise them as legally significant. 3. Subject of the offer 3.1. The Platform gives the Customer the ability to find a Professional and the digital tools described in this document. 3.2. The Platform is not a party to the contract for the work and is not responsible for the work itself (section 9). 3.3. The Platform does not guarantee that a Professional is available, that a particular Professional will be assigned, or an exact arrival time. Times shown in the app are estimates. 4. Ordering and performance 4.1. The Customer chooses a category and tasks (tasks in one order must belong to one category), describes the problem, optionally adds photos, picks an address and orders the work as soon as possible or for a chosen time. The service is available only in areas activated by the Platform. 4.2. Catalog prices are visible before ordering. For some tasks (priced after inspection or needing an individual estimate) no fixed price is shown. The total in the app is indicative. 4.3. If the Platform has set a minimum order amount, an order with a known price below it is not accepted. No separate call-out fee is charged. 4.4. The order is offered in rounds to several nearby verified Professionals; the first to accept gets it. If nobody accepts, the order closes free of charge when the time limit passes (it expires). 4.5. On arrival the Professional confirms arrival, inspects and sends an itemised estimate: labour and separately listed materials. A line for a catalog task with a fixed, per-unit or hourly price may not exceed the published price; other lines are set by the Professional but must be approved by the Customer. 4.6. Work starts only after the Customer approves the estimate. If rejected, the Professional prepares a new version. Additional work beyond the approved estimate is performed and added only with the Customer’s separate approval. 4.7. When the work is done the Professional marks it complete. The Customer confirms acceptance, asks for rework or opens a dispute. The Customer’s confirmation is the basis for treating the order as completed. 4.8. Order records in the app (estimate versions, statuses, messages) are internal records and do not replace a receipt the Professional must issue where the law requires. They may be used as evidence in disputes. 5. Price and payment 5.1. The final price of the work is the total of the estimate approved by the Customer: labour and separately listed materials. 5.2. The Customer pays the Professional directly, in cash or by bank transfer. The Platform does not receive payment for the work and does not hold the Customer’s funds. 5.3. The Professional records the payment received in the app; the Customer confirms it. A payment is not treated as paid until confirmed. The Platform does not ask for card details. 5.4. The Customer pays no extra fee to the Platform. The Platform receives its fee from the Professional (see the Professional offer); this does not change the price the Customer pays. 5.5. Online payment is not available yet. If introduced, a payment will count as successful only after the payment provider confirms it. 5.6. The obligation to issue a receipt for the work lies with the Professional where the law provides. 6. Quality and warranty 6.1. The Professional is responsible to the Customer for the quality of the work. The Platform does not perform the work and does not compensate losses from its own funds. 6.2. If warranty requests are enabled on the Platform, the Customer may submit a request in the app within the period set in the Platform’s settings (30 days by default) from the day the order was confirmed. The Professional responds, then Platform staff review it; rework or another permitted remedy may be decided. No other blanket warranty is promised. 6.3. These terms do not limit the Customer’s rights under the Law “On Protection of Consumer Rights”. 6.4. To report a problem: leave a rating and review (within 30 days after completion), file a complaint (within 30 days after completion or cancellation) or open a dispute during or after the work. When a dispute is opened the order moves to “Disputed” and the related commission and payment confirmation are paused until it is resolved. 6.5. The Platform takes part in disputes as an intermediary: it reviews the facts from app records (estimate versions, statuses, messages) and gives a decision or recommendation. This does not deprive the parties of the right to go to court. 7. Cancelling an order 7.1. The Customer may cancel an order free of charge before work starts (up to the approved-estimate stage), stating a reason. No monetary penalty is charged. 7.2. After work has started an order can be cancelled only through support, or a dispute can be opened. 7.3. Frequent cancellations after a Professional has accepted (more than 5 in 24 hours) may temporarily limit placing new orders. No fines apply; the restriction is shown in the app and you can contact support with questions. 7.4. If a Professional cancels, the order is offered again to other Professionals and the Customer is notified. Nothing is charged to the Customer for a cancelled or expired order. 8. Ratings and communication rules 8.1. After completion the Customer rates the Professional’s work (1 to 5) and may leave a review: one review per order, within 30 days of completion. Ratings form the Professional’s rating. 8.2. Insults, threats, obscene material, fraud and publishing other people’s personal data are prohibited. The Platform may hide a review that breaks the rules; the record and the decision history are kept. 8.3. After acceptance the Customer and the Professional see each other’s contact details to carry out the order. They may be used only for that order — not for advertising or unrelated contact. 9. Liability 9.1. The Platform is responsible for the operation of the digital service, but not for the quality, scope or timing of the repair work — the Professional performs and is responsible for it. 9.2. The Customer undertakes to give the Professional access to the premises, describe the task accurately and fully, and pay the Professional according to the approved estimate. 9.3. In safety emergencies (gas smell, fire, electric shock, etc.) contact the emergency services first (101, 102, 103, 104). 10. Personal data 10.1. At registration the Customer gives separate consent to personal data processing under the Law “On Personal Data”. What is collected, who sees it and how long it is kept is described in the Privacy Policy. 10.2. Before accepting, a Professional sees only general information (category, tasks, description, area, approximate distance). Your name, phone number and exact address are shown only to the Professional who accepted the order and are hidden again once it is cancelled or closed. 11. Dispute resolution 11.1. Disputes between the Customer and the Professional are first handled through the in-app complaint/dispute mechanism and support. 11.2. Disputes between the Customer and the Platform about the digital service are first resolved through support; failing agreement, under the law of the Republic of Uzbekistan. 12. Final provisions and force majeure 12.1. The Platform may change these terms by notifying the Customer in the app at least 14 days in advance. The version in force when the order was placed applies to it. 12.2. The parties recognise the legal force of notices sent through the app, SMS, Telegram or email. 12.3. The parties are released from liability for failure to perform obligations caused by force majeure (natural disasters, epidemics, hostilities, acts of state bodies, mass communication outages and other circumstances beyond their control). 13. Legal basis • Civil Code of the Republic of Uzbekistan (public offer, contract work). • Law “On Protection of Consumer Rights”. • Law “On Electronic Commerce”. • Law “On Personal Data” (ZRU-547). • Tax Code of the Republic of Uzbekistan. Platform operator: [company name, tax ID, registered address — to be completed before launch]. Contact: the “Contact” page of the website.