1. General provisions

1.1. Domestina.es (‘the Platform’) is an information and technology platform owned by Domestina Bulgaria OOD (‘Domestina’), through which natural or legal persons may create a profile and offer cleaning and domestic help services (‘Providers’) to other users (‘Clients’). Domestina Bulgaria OOD is registered under Bulgarian commercial law, with EIK (company registration number) 208215398 and certificate number 431854 as a personal data controller. Address: Sofia 1407, Lozenets district, 28 Rilski ezera Street. Email: info@domestina.bg.

1.2. The Platform operates as a technological intermediary, facilitating the connection between Clients and Providers through profiles, online bookings, communication and payment processing with licensed payment service providers.

1.3. Domestina Bulgaria OOD does not provide cleaning or domestic help services in its own name, nor does it act as a representative, agent, employer or contractor of the Providers. All Providers operate as independent entities and under their sole responsibility.

1.4. Use of the Platform does not create any employment, civil, agency or other contractual relationship between Domestina and the Providers or Clients.

2. Types of services

2.1. The Platform facilitates the presentation and booking of two main types of service:

• One-off professional services, offered by registered and licensed companies, in accordance with Spanish commercial, labour and tax law.
• Recurring or individual services provided by natural persons acting on their own account, who are personally responsible for their legal and administrative status.

2.2. The Platform does not guarantee, verify or assume responsibility for:

• the qualifications, legality or legal status of the Providers;
• their registration as self-employed (autónomo), insurance, tax number or other administrative requirements;
• the quality, safety or results of the services provided.

3. Providers’ obligations and responsibilities

3.1. By registering and publishing a profile on the Platform, each Provider declares that:

• they hold all the documents and permits necessary to operate in Spain;
• they are responsible for the registration and payment of taxes and social security contributions;
• they independently manage relations with Clients, including deadlines, quality and complaints;
• they act with full independence, without representing Domestina.

3.2. Domestina may request documentation evidencing legal status (NIE (foreigner’s identity number)/DNI (Spanish national identity document), certificate of residence, registration as self-employed, proof of contributions, etc.). The absence of such documents may result in restrictions on, or removal of, access to the Platform.

3.3. Any penalty or liability arising from non-compliant activity falls exclusively on the Provider, with no right to bring claims against Domestina.

4. Identification, registration and personal data

4.1. Domestina Bulgaria OOD identifies users by means of cookies (identification codes) stored in their browsers.

4.1.1. After registration, Domestina may collect and use personal data (first name, surname, address, telephone number and others) provided voluntarily.

4.1.2. It is possible to register or log in using a Google profile.

4.2. Domestina guarantees the protection of personal data, except in cases of force majeure or malicious acts by third parties.

4.2.1. The registration form indicates which data are mandatory or voluntary and the consequences of not providing them.

4.2.2. Where legal obligations so require, Domestina may disclose personal data to the competent authorities.

4.3. By accepting these Terms, the user authorises the processing of their data for contractual and direct marketing purposes.

4.4. Registration is carried out by means of an electronic form, acceptance of the Terms and a declaration of legal capacity.

4.4.1. By clicking the ‘Register’ button, the user makes an electronic declaration with legal force under Bulgarian law.

4.4.2. The user must provide truthful information and update it within 7 days if it changes. Submitting false data may lead to cancellation of the service and of the account.

4.5. The user receives a unique username and password.

4.5.1. The username only allows access to the Platform.

4.5.2. If acting on behalf of a legal entity, the user must provide correct data. Incorrect information may invalidate access.

4.5.3. The user must keep their password secure and notify Domestina of any unauthorised access.

4.5.4. Access may be carried out using a username/password or a Google account.

4.5.6. The user may modify their personal data online at any time.

5. Clients’ duties

5.1. Clients use the Platform under their own responsibility and must assess whether the Provider meets their needs.

5.2. Domestina assumes no responsibility for the acts or omissions of the Providers: non-attendance, poor quality, damage, theft, lack of documents or improper conduct.

5.3. If there are doubts about the Provider’s legality, the Client must request the relevant documentation and act accordingly.

6. Relationship between Clients and Providers

6.1. A booking made through the Platform creates a contractual relationship only between the Client and the Provider.

6.2. Domestina is not a party, guarantor or co-debtor in that relationship and is not liable for breaches, disputes or damage.

6.3. Complaints, refunds or disputes are handled directly between the Client and the Provider. Domestina may facilitate communication but is under no obligation to do so.

7. Limitation of the Platform’s liability

7.1. Domestina is not liable (whether directly, indirectly, contractually or non-contractually) for:

• the legal or immigration status of the Providers;
• the legality of their services;
• the safety, quality or results of the services;
• any damage to Clients or third parties;
• the tax or social security obligations of any party.

7.2. Domestina does not monitor or verify users’ actions, nor is it responsible for published content.

7.3. The Platform is provided ‘as is’ and Domestina does not guarantee continuous or error-free operation.

7.4. To the fullest extent permitted by law, Domestina, its owners, employees and collaborators are exempt from any liability connected with the use of the Platform.

8. Verification and validation of Providers

8.1. Domestina may, on a voluntary basis, offer verification of Providers by means of documents. Such verification has no legal force.

8.2. Clients must use their own judgement even if a profile appears as ‘Verified’.

9. Termination and penalties

9.1. Domestina may revoke the access of any user who:

• breaches these Terms;
• provides false or misleading data;
• is suspected of illegal activity;
• uses the Platform to conceal employment or illegal activity.

10. Online sales policy

10.1. Access to place orders is permitted to any registered user.

10.2. Domestina is not responsible for bank charges or currency exchange fees applied by the Client’s bank. These charges are borne by the Client.

10.3. The Client may post reviews and contact Domestina via the form. Inappropriate messages will be deleted or ignored.

10.4. Domestina may publish promotional or advertising information for set periods.

10.5. All prices are final, in euros (EUR), with VAT and other statutory taxes included.

10.6. Communication takes place through the forms indicated on the Platform.

10.7. After the service has been provided, the Client receives a feedback form at the registered email address.

11. Changes to the terms and conditions

11.1. Domestina may amend these Terms at any time. Such changes will take effect from the moment they are published on the Platform.

11.2. In the event of significant changes, users will be notified by email or system message.

12. Intellectual and industrial property

12.1. All content on the Platform (logos, graphics, texts, etc.) is the exclusive property of Domestina Bulgaria OOD.

12.2. All rights to such content are reserved, regardless of its origin.

12.3. The Client may use the content only for personal and non-commercial purposes, unless written consent is given.

12.4. Commercial use is permitted only with prior consent. Any unauthorised use is considered a serious infringement.

12.5. Sending or referring to the content does not imply permission for any further use.

12.6. Any use beyond what is expressly permitted is prohibited.

13. Privacy and data processing

13.1. The Client/user accepts that their personal data may be used to maintain a profile, place orders, for billing, to resolve disputes, for marketing and for behavioural analysis.

13.2. The Client grants Domestina unlimited use of all information or material sent to Providers or through the Platform. Domestina may use, reproduce or distribute such content with no obligation of confidentiality.

13.3. The Client agrees to be contacted by Domestina or its associates in relation to the services offered.

14. Right of withdrawal and rescheduling

14.1. The user may withdraw from the contract without giving a reason within 14 days of its conclusion.

14.2. Paid visits may be modified up to 48 hours before 00:00 on the day of service. After that, charges apply, and no cancellations are allowed after 19:00 on the preceding day, in which case the full amount must be paid.

14.3. Under the FIX subscription: one free postponement every four visits, up to a maximum of three accumulated. Outside the time limit, or once the maximum is reached, charges apply. Postponement is not permitted after 19:00 on the preceding day.

14.4. Cancellations or changes only through the user profile.

14.5. Domestina publishes a standard withdrawal form and sends confirmation by email.

14.6. Unless a different amount is specified by the Provider, the cancellation fee is BGN 15.

14.7. Withdrawal is not permitted where the service has been performed in full with the user’s prior consent and notice.

15. Complaints

15.1. The user may submit a complaint about non-compliant services. Domestina provides access to the Platform but is not responsible for resolving disputes between the Client and the Provider.

15.2. A complaint may be submitted even without a commercial guarantee.

15.2.1. For Domestina Club members:

• The guarantee is valid for 48 hours after the service.
• The Client receives a form by email.
• The Provider offers a new visit or a correction.
• If access is not provided, the guarantee lapses.
• It does not include a monetary refund.
• It does not apply to ‘Domestic helpers’.
• Breaches may affect the Provider’s position on the Platform.

15.3. Complaints may be made by telephone or email. Domestina provides a form.

15.3.1. The Client must state the subject of the complaint, the form of redress sought, the amount claimed and their contact details.

15.3.2. They must attach supporting documents: invoice, record, protocol, etc.

15.4. Submitting a complaint does not preclude legal action.

15.5. Domestina keeps a record of complaints and sends confirmation stating the number and the type of service.

15.5.1. If the complaint is upheld, a record is issued in two copies, one for the Client.

16. Unilateral termination

16.1. Domestina may terminate the contract without notice if it detects use that breaches the Terms, the law or moral standards.

17. Termination and rescission of the contract

17.1. The contract ends if Domestina ceases operations or closes its website.

17.2. In other cases, either party may terminate, on one week’s notice, in the event of a breach.

17.3. Written form is deemed valid by means of email, clicking a button, ticking a checkbox or any other technical method that allows the statement to be reproduced.

18. Regulatory authorities in Spain

18.1. Competent authorities:

The Spanish Data Protection Agency (Agencia Española de Protección de Datos, AEPD) – an independent state body that regulates the GDPR and national legislation. Head office: Calle Jorge Juan 6, 28001 Madrid. Telephone: +34 900 293 183. The Ministry of Social Rights, Consumer Affairs and the 2030 Agenda (Ministerio de Derechos Sociales, Consumo y Agenda 2030), through the Directorate-General for Consumer Affairs and the Consumer Arbitration System – responsible for the protection of consumer rights, complaint mechanisms and alternative dispute resolution.

19. Dispute resolution

19.1. Clients may use the European online dispute resolution (ODR) platform: ec.europa.eu/odr

19.2. Consumer arbitration (ADR) is a voluntary out-of-court procedure.

19.3. Conciliation boards assist in disputes between consumers and traders.

19.4. For Domestina, the relevant board is the General Consumer Conciliation Commission in Sofia (Bulgaria).

19.5. A complete list of ADR bodies in the EU is available on the EU Consumer Redress Portal: https://consumer-redress.ec.europa.eu/list-alternative-dispute-resolution-adr-bodies_en.

20. Severability clause

20.1. If any clause is found to be invalid, the remainder retains its validity. The invalid clause will be replaced in accordance with the applicable legal rules or current case law.

21. Applicable law and competent jurisdiction

21.1. These Terms are governed by the law in force in the Kingdom of Spain.

21.2. Any dispute between the Platform and users will be settled before the competent courts of Madrid, unless the law provides otherwise.

22. Contact

For enquiries or complaints regarding these Terms, you may contact us at: info@domestina.es