Terms and Conditions

3.1. General eligibility

Users must be at least 18 years old. You must provide accurate, complete, and up-to-date information at registration and keep it updated while using the Platform.

3.2. Individual Client registration

Individual Clients register with first name, last name, email, phone, and location (city). The exact service address is requested only when making a booking.

3.3. Business Client registration

Business Clients register with company name, tax ID (CUI), registered office, contact person, phone, and email. For invoiced services, additional billing details (trade register no., IBAN, finance contact) may be requested at the first booking or quote request.

3.4. Provider registration

Providers must be active sole traders (PFA) or legal entities (SRL). Registration includes:

• Entity identification details (name, CUI, registered office)
• Supporting documents (tax certificate, company extract for SRL)
• IBAN for receiving payments
• Identity document of the legal representative / sole trader
• Service description, rates, and coverage areas
• Acceptance of these Terms and Conditions and the Privacy Policy

3.5. Suspension and account closure

The Platform verifies Providers’ active fiscal status through the ANAF system. Registration may be rejected for inactive, suspended, or fiscally non-compliant entities. The Platform may request additional documents for verification. The Platform may suspend or close accounts that provide false information, breach these terms, receive justified repeated complaints, engage in fraudulent or abusive behaviour, or fail to meet contractual obligations.

4.1. Residential services

For individual Clients: apartment, house, villa, and studio cleaning. Providers set prices for specific services (e.g. standard clean, post-move, post-construction) with customisation based on rooms, bathrooms, and surface area.

4.2. Commercial (B2B) services — one-off jobs

For business Clients needing one-time services: office and commercial space cleaning, hospitality, retail, post-move, post-construction, post-event, industrial windows, stairwells, and other B2B categories available on the Platform. Prices are calculated from the Provider’s per-square-metre or per-service rates, with optional minimum job prices.

4.3. Commercial services — recurring contracts (Quote Request)

For recurring contracts between business Clients and Providers (monthly office cleaning, weekly retail spaces, etc.), the Platform offers the Quote Request system:

• The Client completes a form with details (surface area, desired frequency, special requirements)
• The request is sent to the Provider by email and in-app notification, together with the Client’s contact details
• The Provider contacts the Client directly to negotiate, quote, and conclude the contract
• Currently, the Quote Request system is completely free for Providers
• The monetisation model for recurring B2B contracts will be announced at least 60 days before it applies

4.4. Recurring subscriptions (residential and commercial)

The Platform allows Clients to set up recurring cleaning subscriptions with verified Providers, for residential (individuals) and commercial (business) segments:

• Available frequencies: weekly (fixed day) or daily (Monday–Friday, with optional weekends)
• The Client chooses time, estimated duration, address, and space details
• Monthly payment is processed automatically through Stripe Subscriptions (price per visit + 12% Platform Fee)
• The Provider confirms the subscription before activation; recurring sessions appear in the Provider calendar
• The Client may cancel the subscription (at end of current period) or individual sessions according to the cancellation policy (section 7)

5.1. Booking process

Clients select the service type, Provider, desired date and time, complete required details (address, contact, special notes), and complete payment. The Provider receives an instant notification and must confirm at least 12 hours before the scheduled service time.

5.2. Payment options

The Platform supports two payment methods: Option A — Full card payment: The total amount (service price + Platform Fee) is processed through Stripe and held in escrow until service completion is confirmed, then transferred to the Provider (minus the Provider Commission, if applicable). Option B — Cash to Provider: The Client pays the service price directly to the Provider in cash when the service is performed. The Platform Fee (12%) is charged separately to the Client’s card through Stripe at booking time.

5.3. Stripe payment processing

All card payments are processed securely through Stripe Inc. The Platform does not store card details. Providers receive payments to the bank account registered in Stripe Connect, according to standard Stripe timelines (typically 2–7 business days for Romania).

5.4. Recurring subscriptions and Stripe Subscriptions

For recurring subscriptions, the Client authorises a recurring monthly charge through Stripe. The amount includes the estimated cost of visits in that month plus the Platform Fee (12%). Providers receive payouts according to the subscription plan, minus the Provider Commission when applicable. Subscriptions may be cancelled by the Client at the end of the current billing period; individual sessions may be cancelled according to section 7.4.

6.1. How the Platform Fee (12%) applies

The Platform Fee is a fixed fee paid by the Client directly to Acasavi, calculated as 12% of the service price set by the Provider. This fee is NOT deducted from the amount received by the Provider. Example: for a 100 RON service, the Client pays 112 RON in total; the Provider receives the full 100 RON (or 92 RON after the first 3 months, when the 8% Provider Commission also applies).

6.2. How the Provider Commission (8%) applies

The Provider Commission applies from month 4 after the Platform’s official public launch. During the first 3 months after public launch, Providers benefit from 0% commission (configurable on the Platform). After that period, 8% is automatically retained from the Provider’s payout. Example: for a 100 RON service, the Provider receives 92 RON (100 − 8 RON commission).

6.3. No commission on recurring B2B contracts (currently)

Currently, recurring B2B contracts initiated through the Quote Request system are completely free for Providers — no Platform Fee is charged to the Client and no Provider Commission is retained. The monetisation model for this category will be announced at least 60 days in advance, and Providers may accept or leave without penalties.

6.4. Future changes

Any change to the commission structure will be communicated to Providers at least 60 days before it applies, by email and in-app notification. Providers may close their account without penalties during that period if they disagree with the changes.

7.1. Cancellation by Client

Clients may cancel a booking free of charge with a full refund at least 48 hours before the scheduled service time. Cancellations less than 48 hours in advance cannot be made directly through the Platform; for exceptional cases, contact customer support at support@acasavi.com.

7.2. Cancellation by Provider

Providers may cancel a confirmed booking only in exceptional circumstances (illness, force majeure), notifying the Platform as soon as possible. The Client receives a full refund. Repeated manual cancellations (2 or more within 30 days) may lead to Provider account suspension.

7.3. Provider non-response

Providers who do not confirm a booking at least 12 hours before the scheduled service time will have it automatically cancelled. The Client receives a full refund with no penalties. Repeated non-response affects the Provider’s reliability rating.

7.4. Cancellations for recurring subscriptions

The Client may cancel a recurring subscription from their account; cancellation takes effect at the end of the current billing period (Stripe cancel at period end). Individual sessions may be cancelled free of charge at least 48 hours in advance; late or repeated cancellations may be limited according to rules shown on the Platform. The Provider may decline or cancel an unconfirmed subscription or contact support for exceptional cases.

8.1. Platform responsibilities

Acasavi acts as an intermediary between Clients and Providers. The Platform:

• Facilitates search, booking, and payment for services
• Verifies Provider documents and fiscal status at registration (including via ANAF)
• Processes payments securely through Stripe
• Provides a dispute resolution mechanism
• Keeps the Platform functional and secure
• Communicates material changes transparently to users

8.2. Provider obligations

• Keep profile information accurate and up to date
• Respond promptly to booking requests (at least 12 hours before the scheduled time)
• Arrive on time and perform confirmed services professionally
• Maintain valid fiscal registration (active CUI, compliant PFA/SRL status)
• Comply with applicable Romanian law (labour, tax, consumer protection)
• Communicate professionally with Clients and the Acasavi team
• Respect the anti-bypass clause (section 9)
• Issue tax invoices to business Clients on request
• Insure their own employees where required by law

8.3. Client obligations

• Provide accurate booking information (address, contact, space details)
• Ensure Provider access to the service location at the agreed time
• Pay for services according to the chosen method
• Treat Providers and their teams with respect
• Confirm or report service completion promptly
• Leave fair and constructive reviews