Terms of Use

1. Introduction

Welcome to Lookmup Platform. These Terms of Use govern your use of our platform that connects service providers with clients for appointments, video calls, and professional services.

By accessing or using our platform, you agree to be bound by these Terms of Use. If you do not agree with any part of these terms, you may not use our service.

2. Platform Description

Lookmup Platform is a marketplace that enables:

• Connection between service providers and clients
• Appointment scheduling and management
• Video call services for remote consultations
• Secure payment processing for services
• User directory and profile management
• Referral system with commission tracking
• Review and rating system

3. User Accounts and Registration

3.1 Account Creation

To use our platform, you must create an account by providing accurate, current, and complete information. You are responsible for maintaining the confidentiality of your account credentials.

3.2 Age Requirements

You must be at least 13 years old to use our platform. Users aged 13-17 may only use the platform with parental or guardian consent. Users must be 18 or older to provide services and receive payments.

3.3 Account Responsibilities

• Maintain accurate and up-to-date profile information
• Notify us immediately of any unauthorized use of your account
• Accept responsibility for all activities under your account
• Not share your account credentials with others

4. Subscription Plans and Billing

4.1 Available Plans

• Free Plan: Basic access to find services and book appointments
• Basic Subscription (€12.99/month): Access to seller features, 1 product profile, unlimited appointments
• Pro Subscription (€24.99/month): All Basic features plus featured listing placement and 3 product profiles

4.2 Billing and Payment

• Subscriptions are billed monthly, quarterly, or annually
• Quarterly billing offers 20% discount, annual billing offers 30% discount
• Payments are processed securely through Stripe
• All fees are non-refundable except as required by law
• We may change subscription prices with 30 days notice

4.3 Trial Period

New users may be eligible for a 3-month free trial of the Basic Subscription. Trial users can upgrade to Pro Subscription but cannot downgrade to Free plan during the trial period.

4.4 Cancellation

You may cancel your subscription at any time. Your subscription will remain active until the end of your current billing period. No refunds will be provided for partial billing periods.

5. Service Provider Responsibilities

5.1 Profile and Services

• Create accurate and complete product profiles
• Set reasonable and competitive pricing
• Maintain professional conduct and quality standards
• Respond to appointment requests promptly
• Provide services as described in your profile

5.2 Payment Processing

• Set up Stripe Connect account for payment processing
• Accept platform fees (5% of transaction amount)
• Comply with Stripe's terms of service
• Maintain accurate financial records
• Have a bank account in a country supported by Stripe
• Ensure your bank account is in the same country as your Stripe account

5.3 Geographic and Banking Requirements

Our payment system is powered by Stripe and has specific geographic and banking requirements:

• Supported Countries: Service providers must be located in a country supported by Stripe. Currently, Stripe supports users in over 40 countries including Australia, Austria, Belgium, Brazil, Canada, Denmark, Finland, France, Germany, Ireland, Italy, Japan, Netherlands, New Zealand, Norway, Portugal, Singapore, Spain, Sweden, Switzerland, United Kingdom, and United States. For the complete list of supported countries, please visit https://stripe.com/en-be/global.
• Bank Account Requirements: Service providers must have a bank account in a country supported by Stripe. Additionally, your bank account must be in the same country as your Stripe account. This is a requirement set by Stripe to ensure secure and compliant payment processing.
• Verification: Before signing up as a service provider, please verify that your country and banking setup meet these requirements. If you're unsure about your eligibility, please check Stripe's global availability page before creating your account.

5.4 Video Call Services

• Ensure stable internet connection for video calls
• Use appropriate equipment (camera, microphone)
• Maintain professional appearance and environment
• Respect scheduled appointment times
• Handle technical issues professionally

6. Client Responsibilities

6.1 Booking and Payment

• Provide accurate information when booking appointments
• Pay for services in advance through our secure payment system
• Respect provider's pricing and policies
• Cancel appointments with reasonable notice

6.2 Video Call Participation

• Test your equipment before scheduled calls
• Join calls on time and be prepared
• Maintain appropriate behavior during calls
• Report technical issues promptly

6.3 Feedback and Reviews

Provide honest and constructive feedback. Reviews must be based on actual service experiences and comply with our review guidelines.

7. Appointment and Payment System

7.1 Appointment Booking

• Appointments are scheduled based on provider availability
• Providers can set their own availability and pricing
• Counter-offers may be made for price negotiations
• Appointments can be cancelled with appropriate notice

7.2 Payment Processing

• Payments are processed through Stripe
• Platform fee: 5% of transaction amount
• Stripe fee: 2.9% + $0.30 per transaction
• Payments are held until service completion
• Providers can capture payments after service delivery

7.3 Dispute Resolution

Disputes between users should be resolved through our support system. We may mediate disputes and make final decisions regarding refunds or service issues.

8. Refund Policy

We strive to ensure a fair and transparent experience for all users of our platform. Please read our refund policy carefully before booking any service.

8.1 Eligibility for Refunds

Refunds are only issued in the following case:

• No-Show by the Service Provider:
  If the service provider fails to attend the appointment or is not present for the full agreed duration of the session, you are eligible to request a full refund.

To be considered a "no-show," the service provider must have either:

• Missed the scheduled session entirely, or
• Been present for less than 50% of the agreed time without a valid reason or prior notice.

8.2 Refund Request Window

• You must submit your refund request within 24 hours of the scheduled appointment time.
• Late requests will not be eligible for a refund.

8.3 How to Request a Refund

To request a refund:

1. Go to your appointment history.
2. Select the relevant appointment.
3. Click "Request Refund" and provide a brief explanation of the issue.

Our support team will review your request and respond within 3–5 business days.

8.4 Non-Refundable Situations

Refunds will not be granted in the following cases:

• The user fails to attend the session (no-show by the user).
• Dissatisfaction with the service despite full attendance by the provider.
• Technical issues caused by the user's internet or device.
• Requests made after 24 hours from the appointment time.

8.5 Dispute Resolution

If a dispute arises regarding the attendance or duration of the session, we may review session logs, chat history, or any available recordings to determine eligibility.

9. Referral System

9.1 Referral Program

• Users can refer others using unique referral codes
• Referrers earn 1% commission on referred users' payments
• Commissions are accumulated and paid out when minimum threshold is reached
• Minimum payout amount: €50
• Referral relationships are tracked and managed through our system

9.2 Referral Rules

• Referrals must be genuine and not fraudulent
• Users cannot refer themselves or create fake accounts
• Referral codes are personal and should not be shared publicly
• We reserve the right to investigate and suspend suspicious referrals

10. Video Call Services

10.1 Agora Integration

• Video calls are powered by Agora's real-time communication platform
• Calls are only available 15 minutes before/after scheduled appointment time
• Users must grant camera and microphone permissions
• Calls are not recorded or stored by our platform
• Technical support is available for call issues

10.2 Call Conduct

• Maintain professional behavior during calls
• Do not share inappropriate content or engage in harassment
• Respect privacy and confidentiality
• Report any misconduct or technical issues

11. Prohibited Activities

You agree not to:

• Use the platform for illegal activities or services
• Provide false or misleading information
• Harass, abuse, or discriminate against other users
• Attempt to circumvent payment systems or fees
• Use automated systems to access the platform
• Share inappropriate or offensive content
• Violate intellectual property rights
• Attempt to gain unauthorized access to our systems

12. Intellectual Property

12.1 Platform Content

All content on our platform, including text, graphics, logos, and software, is owned by us or our licensors and is protected by intellectual property laws.

12.2 User Content

You retain ownership of content you create, but grant us a license to use, display, and distribute it in connection with our platform services.

13. Privacy and Data Protection

Your privacy is important to us. Please review our Privacy Policy to understand how we collect, use, and protect your information.

14. Limitation of Liability

To the maximum extent permitted by law, we shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of our platform.

15. Indemnification

You agree to indemnify and hold us harmless from any claims, damages, or expenses arising from your use of the platform or violation of these terms.

16. Termination

16.1 Account Termination

We may terminate or suspend your account at any time for violation of these terms or for any other reason at our sole discretion.

16.2 Effect of Termination

• Your access to the platform will be immediately revoked
• Outstanding payments will be processed according to our policies
• Your profile and content may be removed
• Certain provisions of these terms will survive termination

17. Governing Law

These Terms of Use are governed by and construed in accordance with the laws of the jurisdiction where our company is registered, without regard to conflict of law principles.

18. Changes to Terms

We reserve the right to modify these terms at any time. We will notify users of significant changes via email or platform notification. Continued use of the platform after changes constitutes acceptance of the new terms.

19. Contact Information

If you have questions about these Terms of Use, please contact us through our support system or at the contact information provided on our platform.

20. Severability

If any provision of these terms is found to be unenforceable, the remaining provisions will continue to be valid and enforceable.

21. Entire Agreement

These Terms of Use, together with our Privacy Policy and any other agreements referenced herein, constitute the entire agreement between you and us regarding your use of the platform.