Terms of service

• Matiwala: the platform, offered as described on the Legal notice page.
• User: anyone with an account on Matiwala, as a customer or as a cleaner.
• Customer: a user looking for a cleaner.
• Cleaner: a user offering cleaning services through a profile on Matiwala.
• Contact request: starting a conversation with a cleaner through Matiwala, which costs a customer one entitlement (credit).
• Agreement: the agreement between Matiwala and a user about the use of the platform - not the agreement between a customer and a cleaner about the actual cleaning work.

You must be 18 or older and legally competent to create an account. You provide accurate and complete information when registering and keep it up to date. You're responsible for keeping your login details confidential and for everything that happens through your account. One account per person is allowed.

Matiwala is an intermediary platform: we bring customers and independent cleaners together and make it possible to safely get in touch. Matiwala is not a party to the agreement that a customer and cleaner make between themselves about the actual cleaning work, its price, scheduling or performance. Matiwala is not an employer of cleaners and not a cleaning company. Arrangements about the work itself - including payment for it, liability during performance, insurance and taxes - are made directly between the customer and the cleaner.

Cleaner profiles only become publicly visible after an administrator of Matiwala has approved them, and from that moment on are viewable by anyone on the internet and findable through search engines like Google. Verification badges (email, phone, identity) show which checks we've carried out, but are not a guarantee of the quality of someone's work or conduct. Matiwala reserves the right to refuse a profile, require changes to it, or take it offline, for example in case of inaccurate information or a breach of these terms.

Searching for cleaners and viewing profiles is free. To start a new conversation with a cleaner, a customer pays once for a contact product; current prices and terms are on the Pricing page. An ongoing conversation keeps working, even after the entitlement it was started with has since expired. Continuing an existing conversation never costs an extra contact request.

Payments are processed via Mollie. After a successful payment, the entitlement is added to your account immediately. If you reached checkout from a cleaner's profile, the conversation with that cleaner opens immediately after payment.

By completing the payment you expressly request this immediate delivery of your entitlement and, where applicable, the conversation. Because this concerns a service that is delivered immediately at your express request, you waive your statutory right of withdrawal for that entitlement at the moment of payment (Article 6:230p(f) of the Dutch Civil Code). If something went wrong on our end - for example a technical error meaning your entitlement wasn't granted or doesn't work - please contact us at support@matiwala.com; we'll resolve this reasonably.

A review can only be posted after both parties have confirmed they actually worked together. Reviews must be honest and based on a genuine experience; buying, trading or faking reviews is not allowed. A cleaner can invite references from past customers; a reference only counts once the invited person confirms it themselves via a unique link. Matiwala may remove a review or reference if it violates these terms.

It is not allowed to: - post false or misleading profiles, reviews or references; - harass, discriminate against or threaten other users; - use Matiwala for anything other than looking for or offering cleaning services; - collect or use other users' personal data for purposes other than those Matiwala makes it available for; - disrupt the security or operation of Matiwala.

In case of a violation, Matiwala may remove content, suspend or permanently block an account, or - in the case of fraud or criminal offenses - file a police report.

If another user doesn't behave as expected, you can report this through the report feature on a profile or in a conversation. Every report is reviewed by an administrator. You can also block another user yourself at any time; a blocked user can no longer start a new conversation with you, and no new messages can be sent in an existing conversation with that user.

All rights to Matiwala itself - including the website, design and source code - belong to the provider of Matiwala. By posting content (such as a profile photo, introduction or review) you grant Matiwala permission to show it to other users, solely in the context of the platform. You remain responsible for the content you post and warrant that you have the right to do so.

Matiwala strives to offer a reliable platform, but cannot guarantee that every cleaner or customer sticks to what was agreed, and is not liable for damage arising from or caused by the performance of the actual cleaning work. To the extent permitted by law, Matiwala's liability for damage arising from use of the platform is limited to the amount you paid Matiwala in the twelve months prior, with a maximum of €500. This limitation does not apply to damage resulting from intent or deliberate recklessness on Matiwala's part, and doesn't affect the rights you have as a consumer under mandatory law.

You can delete your account yourself at any time via your account settings; your data is then anonymized immediately. Matiwala may suspend or terminate an account in case of a (suspected) breach of these terms, fraud, or prolonged inactivity combined with abuse of previously granted entitlements.

We may update these terms, for example when we add new functionality or legislation changes. The date at the top of this page shows when they were last updated. We'll notify you in advance of any significant change, for example by email. If you keep using Matiwala after a change, you agree to the new terms.

If you have a complaint, please contact us first at support@matiwala.com - we'll try to resolve it together. Dutch law applies to these terms and to the use of Matiwala. Disputes are submitted to the competent court in the Netherlands, unless mandatory consumer law designates a different court.

Questions about these terms? Email support@matiwala.com.