Terms of Use

1. Introductory provisions

1.1. These Terms of Use (the "Terms") govern the rights and obligations of users of the HledámÚklid platform (the "Platform"), operated by Anastasia Dremkova, IČO (Czech business identification number): 17411408, with her registered office at Korunní 2569/108f, Vinohrady, 101 00 Prague 10, a natural person doing business under the Czech Trade Licensing Act (the "Operator"). Contact: info@hledamuklid.cz, +420 732 550 990.

1.2. The Platform is an online marketplace within the meaning of Act No. 634/1992 Coll. (Coll. = Collection of Laws of the Czech Republic), on Consumer Protection, and Regulation (EU) 2022/2065 of the European Parliament and of the Council on a Single Market for Digital Services (Digital Services Act, the "DSA").

1.3. By using the Platform, you agree to these Terms. If you do not agree with the Terms, you are not entitled to use the Platform.

1.4. The Operator reserves the right to amend these Terms at any time. Users will be informed of any amendments by e-mail or by a notice on the Platform at least 30 days before the amendments take effect.

2. Definitions

For the purposes of these Terms:

"Client" – a natural or legal person who uses the Platform to search for Service Providers and contact them.
"Service Provider" or "Cleaner" – a natural person (OSVČ, i.e. a self-employed person) or a legal entity offering cleaning services through the Platform.
"User" – a collective term for both the Client and the Service Provider.
"Service" – a cleaning service provided by a Service Provider to a Client.
"Contact Introduction" – the Operator's service whereby the Client and the Service Provider who has accepted the Client's Request or Offer gain access to each other's contact details (Client: name, phone, e-mail; Service Provider: name and phone) and can message each other on the Platform. The Contact Introduction is provided at the moment the Service Provider accepts the Request or Offer.
"Request" – a description of the required Service which the Client publishes on the Platform; the Platform displays it, without the Client's name and contact details, in the Requests section and sends it to Service Providers in the area.
"Business Request" – a Request for cleaning of an office, the common areas of a residential building (SVJ, i.e. a homeowners' association), short-term accommodation (e.g. Airbnb), cleaning after renovation or when moving, which may only be accepted by Service Providers with a business profile.
"Offer" – a Client's direct request for a Service addressed to one specific Service Provider selected in the catalogue.
"Hold" – a pre-authorisation of an amount on the Client's payment card; the amount is not charged to the Client until it is captured and is released when the Hold is cancelled.
"Credit" – a unit purchased by one-off payment which the Service Provider uses to accept a Request.
"Queue" – the order of Service Providers who wanted to accept a Request only after another Service Provider had already accepted it.
"Subscription" – a paid service of the Operator with automatic renewal: TOP profile (for Service Providers) or Partner (for Service Providers with a business profile).
"Profile" – a user account containing information about the User.

3. Nature of the intermediary service – important notice

3.1. The Operator acts solely as an intermediary within the meaning of Section 2445 et seq. of Act No. 89/2012 Coll., the Civil Code of the Czech Republic (občanský zákoník, the "Civil Code"). The Operator only provides a technology platform that enables Clients to connect with Service Providers.

3.2. The Operator is NOT a party to the contract for the provision of cleaning services concluded between the Client and the Service Provider. This contract is concluded directly between the Client and the Service Provider.

3.3. The Operator does not guarantee the quality, reliability, punctuality or professionalism of Service Providers. The Operator does not carry out criminal record checks on Service Providers unless expressly stated otherwise.

3.4. The Operator does not employ Service Providers and has no employment relationship with them. Service Providers are independent entrepreneurs responsible for meeting their own tax and legal obligations.

3.5. All information in Service Providers' profiles is provided by the Service Providers themselves. The Operator only verifies the phone number (by SMS code), for entrepreneurs the IČO in the Commercial Register / ARES (the Czech public register of economic entities), and for profiles with the "Verified in person" badge the fact that a video call or a personal meeting with the Service Provider took place. The Operator neither requires nor stores identity documents. The Operator does not verify any other information and accepts no responsibility for it. Verification does not constitute a guarantee of the Service Provider's quality or reliability.

3.5a. Service Provider's declaration: By registering and publishing a profile, the Service Provider declares that they are over 18 years of age, that the information in the profile is true, that they are authorised to carry out the offered activity in the Czech Republic (including any residence or work permit and trade licence, where required) and that they alone are responsible for meeting their tax, insurance and other statutory obligations.

3.6. The price and terms of the Service are agreed directly between the Client and the Service Provider. The Operator does not set the price of the Service, does not assign jobs, does not organise the work of Service Providers and neither receives nor pays out payments for Services.

3.7. Catalogue ranking: Profiles with an active TOP profile or Partner Subscription are displayed at the top and labelled "Highlighted" (paid placement). The order of the other profiles is determined by Client ratings, profile completeness, response speed and rate, identity verification and recent activity. Details are given on the How we rank profiles page.

3.8. Ratings: A Service Provider may only be rated by a Client who contacted them through the Platform and received a reply. The Operator does not edit ratings; it may remove them only if they breach these Terms or the law.

3.9. Each Service Provider's profile states whether they are an entrepreneur (company, OSVČ) or a non-business natural person. With respect to a non-business natural person, the Client does not have consumer rights under the Civil Code.

4. Registration and user account

4.1. Registration is required to use the Platform's services. The User must provide true and complete information.

4.2. The User is responsible for keeping their login details confidential and for all activity carried out through their account.

4.3. By registering, the Service Provider declares that:

They are authorised to provide cleaning services and to reside and work in the Czech Republic in accordance with applicable law;
The information in the profile is true and the photograph shows them (for a company, its logo or team);
They alone are responsible for meeting the tax, insurance and other obligations related to their activity;
They will comply with all applicable laws and regulations.

4.4. The Operator reserves the right to suspend or cancel a User's account in the event of a breach of these Terms or of applicable law.

5. Payments, credits and subscriptions

5.1. Free features: Registration, browsing the catalogue and profiles, creating and publishing a Service Provider profile (including a business profile) and the acceptance of an Offer by a Service Provider are free of charge. The Operator takes no commission from the price of Services.

5.2. Contact Introduction for the Client – Request: The price of the Contact Introduction based on a Request is CZK 39. Before the Request is published, a Hold of CZK 39 is placed on the Client's card. The amount is captured when the first Service Provider accepts the Request; the Contact Introduction is thereby provided. If no Service Provider accepts the Request within 6 days of publication, the Hold is cancelled and the Client pays nothing. Until it is accepted, the Client may withdraw the Request; the Hold is then cancelled. If the Service Provider who accepted it returns the job, the Request is offered to the next Service Provider in the Queue or published again; the Client pays nothing further for this.

5.3. Contact Introduction for the Client – Offer: The price of the Contact Introduction based on an Offer is CZK 39. When the Offer is sent, a Hold of CZK 39 is placed on the Client's card. The amount is captured only if the Service Provider accepts the Offer within 48 hours. If the Service Provider declines it or does not respond within 48 hours, or if the Client withdraws the Offer before it is accepted, the Hold is cancelled and the Client pays nothing. A Client may have no more than 3 Offers awaiting a response at any one time.

5.4. Credits (for Service Providers): Accepting a household Request costs 1 Credit; accepting a Business Request costs 5 Credits. Credits are bought as one-off purchases, without renewal: 1 Credit for CZK 39, 5 Credits for CZK 179, 10 Credits for CZK 329. After publishing their profile for the first time, the Service Provider receives 1 welcome Credit free of charge, once. A Request goes to the Service Provider who accepts it first; only then are their Credits deducted and both parties receive each other's contact details. Other Service Providers who want to accept the Request later are added to the Queue free of charge. If the Service Provider who accepted it returns the job, it is offered to the next one in the Queue, who may confirm it within 24 hours (for Credits). A Credit is not refunded if the Service Provider returns the job of their own accord. A Credit is refunded automatically if the Client's payment cannot be captured, and also if the Service Provider reports the Request as fake within 48 hours of accepting it and the Operator confirms this after verification. A Service Provider accepts a direct Offer without Credits. A Credit does not guarantee that a contract for the Service will be concluded.

5.4a. Validity of Credits: Each Credit is valid for 12 months from the day it is credited to the Service Provider's account, whether it was purchased, provided free of charge (welcome Credit), granted under the Partner Subscription, refunded or credited by the Operator. When a Request is accepted, the Credits with the nearest expiry date are deducted first. Credits not used by their expiry date lapse, and no refund or other compensation is due for them. The Operator will notify the Service Provider by e-mail at least 30 days before expiry; the Service Provider can see their balance and the nearest expiry date in the Credits section of their account. Credits cannot be transferred to another account or exchanged for money.

5.5. TOP profile (for Service Providers): display of the profile in top positions of the catalogue and in the selection of Service Providers shown when a Request is created, labelled "Highlighted". Price: CZK 99 for 1 month. A TOP profile does not guarantee any number of contacts or jobs.

5.6. Partner (for Service Providers with a business profile): 20 Credits in each calendar month of the Subscription and display in top positions of the catalogue labelled "Highlighted". Price: CZK 590 for 1 month, and for the first 30 companies also CZK 4 900 for 1 year (Founding Partner). Partner does not guarantee any number of contacts or jobs.

5.7. Automatic renewal: Only the Subscription (TOP profile and Partner) renews automatically, for a further period of the same length at the price applicable at the time of renewal, until the Service Provider cancels it. Neither the Contact Introduction nor Credits renew. The Subscription can be cancelled at any time in your account (Plan section, link "Manage or cancel subscription" – in Czech „Spravovat nebo zrušit předplatné“) or by e-mail to info@hledamuklid.cz; access continues until the end of the paid period. If a renewal payment fails, the Operator will retry it and inform the Service Provider of the problem; paid features are suspended until the payment is made. The Operator will give notice of any price change at least 30 days in advance; the Service Provider may cancel the Subscription before it renews.

5.8. Method of payment: Holds, Credits and Subscriptions are paid by payment card (including Apple Pay and Google Pay) through the Stripe payment gateway (Stripe Payments Europe, Ltd., PCI DSS Level 1 certified). The Subscription is paid in advance for the whole period, the first payment when ordering and each subsequent payment on the renewal date. The Operator may share Subscription data (without card details) with RevenueCat, Inc. so that the Subscription also applies in the mobile app. The Operator does not store payment card details and does not hold any money for Services. A payment receipt is sent by e-mail. The Operator is not registered for DPH (Czech VAT); prices are final.

5.9. Withdrawal from the contract: Before the Hold is placed, a Client who is a consumer expressly agrees that the Contact Introduction will be provided immediately upon acceptance of the Request or Offer by the Service Provider, and acknowledges that once the service has been provided they lose the right to withdraw from the contract (Section 1837(a) of the Civil Code). Until someone has accepted the Request or Offer, the Client may withdraw it and the Hold is cancelled without any payment. In the case of Credits, which are digital content made available immediately after payment, a consumer who has expressly consented to immediate access loses the right of withdrawal (Section 1837(l) of the Civil Code). A consumer may withdraw from the Subscription contract within 14 days of its conclusion by sending a message to info@hledamuklid.cz; since they expressly request that the service be made available immediately after payment, in that case they pay a proportionate part of the price for the period up to withdrawal, and the Operator refunds the rest within 14 days using the same means of payment.

5.10. Transitional provision: Membership for Clients (CZK 249 per month, CZK 990 per year) has not been offered since 11 October 2026. Credits purchased before 11 October 2026 may be used in accordance with Articles 5.4 and 5.4a.

5.11. Payment for the Service: The Client pays the price of the Service directly to the Service Provider in the manner they agree on. The Operator does not receive, pay out or guarantee payments for Services. We recommend not sending any advance payments.

6. Limitation of liability

6.1. The Operator is not liable for:

The quality, scope or result of the cleaning services provided;
The acts, omissions or conduct of Service Providers or Clients;
Damage to property arising in connection with the provision of Services;
Harm to health arising in connection with the provision of Services;
Loss of profit or data, or other indirect or consequential damage;
Interruption or unavailability of the Platform for technical reasons.

6.2. Liability for defects in the Service provided lies solely with the Service Provider in accordance with Section 1914 et seq. of the Civil Code.

6.3. The Operator recommends that Service Providers take out insurance against liability for damage caused in the course of their activity, and that Clients check with the Service Provider that such insurance is in place before arranging the Service. The Operator neither provides nor verifies insurance.

6.4. The Operator's maximum liability towards any User is limited to an amount equal to the fees paid by that User to the Operator in the last 12 months.

6.5. The limitation of liability under this Article does not apply in the case of wilful misconduct or gross negligence of the Operator, or where the law does not permit liability to be limited or excluded.

7. Dispute resolution

7.1. All disputes arising from or relating to these Terms are governed by the laws of the Czech Republic, in particular Act No. 89/2012 Coll., the Civil Code, as amended.

7.2. Disputes between a Client and a Service Provider concerning the Services provided are resolved directly between those parties. At the request of either party, the Operator may offer mediation, but is not obliged to do so.

7.3. Out-of-court dispute resolution: In accordance with Section 14 of Act No. 634/1992 Coll., on Consumer Protection, we inform you that consumers have the right to out-of-court resolution of consumer disputes. The body responsible for out-of-court resolution of consumer disputes is the Czech Trade Inspection Authority (Česká obchodní inspekce, ČOI; www.coi.cz).

7.4. Reports and complaints: A profile or conversation that breaches the law or these Terms (e.g. fraud, harassment, a fake profile, a threat to safety) can be reported using the "Report" button on the profile or in messages, or by e-mail. The Operator will assess reports without undue delay and will inform the affected User of any restriction of their account, with a statement of reasons (Articles 16 and 17 DSA). If a criminal offence threatening the life or safety of persons is suspected, the Operator will inform the police (Article 18 DSA). Complaints about the Operator's services are handled within 14 days.

7.5. In the event of litigation, the general courts of the Czech Republic have jurisdiction.

8. Termination of use of the service

8.1. The User may cancel their account at any time via the account settings or by contacting customer support.

8.2. The Operator may suspend or cancel a User's account in the event of:

A breach of these Terms;
Fraudulent or unlawful conduct;
Repeated negative ratings or complaints;
Account inactivity for more than 24 months.

8.3. After the account has been cancelled, the User has the right to request the erasure of their personal data in accordance with the GDPR, except for data the Operator is required to retain for legal reasons.

9. Final provisions

9.1. These Terms constitute the entire agreement between the User and the Operator regarding the use of the Platform.

9.2. If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions remain in full force and effect.

9.3. Failure to exercise, or delay in exercising, any right under these Terms does not constitute a waiver of that right.

9.4. These Terms take effect on the day of their publication on the Platform. This version is valid from 13 October 2026. Compared with the version of 11 October 2026, it clarifies the validity of Credits (12 months from the day they are credited, oldest used first, advance notice — Article 5.4a). The version of 11 October 2026, compared with the version of 7 October 2026, abolished Membership for Clients and introduced the paid Contact Introduction for CZK 39 by way of a Hold for Requests and Offers, Credits for all Service Providers (accepting Requests, the Queue, refunds of Credits) and changed the content of the Partner Subscription (Articles 2 and 5). The previous rules for unlocking Business Requests (CZK 199 per Credit, no more than 4 companies per request) no longer apply.

Legislation

These Terms have been drawn up in accordance with the following legislation:

Act No. 89/2012 Coll., the Civil Code
Act No. 634/1992 Coll., on Consumer Protection
Regulation (EU) 2022/2065 on a Single Market for Digital Services (DSA)
Regulation (EU) 2016/679 on the protection of personal data (GDPR)
Act No. 480/2004 Coll., on Certain Information Society Services

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