Terms of Service

1. Operator and scope

Doera is a marketplace operated in Luxembourg by Huggalux - SARL - S. These terms govern access to and use of the Doera website, apps, and related support channels.

Doera provides a digital platform that helps homeowners and independent helpers find each other, communicate, agree a job, and use platform payment and support tools.

2. Role of the platform

Doera is not the provider of the household service itself. The service contract for a given job is formed between the homeowner and the helper.

Doera may set platform rules, moderate content, manage access, support payments, and help with disputes, but it does not guarantee that a user, listing, review, or job outcome will meet a particular result.

3. Eligibility and account use

• Users must be at least 18 years old to open and use an account.
• Account information must be accurate and kept up to date.
• Users are responsible for the security of their login credentials and for activity carried out through their account.
• Doera may suspend or close accounts used fraudulently, abusively, or unlawfully.

4. Listings, requests, messages, and conduct

• Users must describe jobs, prices, timing, availability, and skills honestly and clearly.
• Illegal services, discriminatory conduct, harassment, impersonation, fake reviews, and off-platform fee avoidance are prohibited.
• Doera may remove content or restrict access where needed for safety, fraud prevention, legal compliance, or platform integrity.

5. Pricing and payments

Before a homeowner pays, Doera displays the job amount and the platform service fee that applies to that payment flow. The amount shown at checkout is the amount authorised by the homeowner.

For the current proposal payment flow, the platform shows the helper payout and the homeowner service fee separately before payment.

Payments are processed by Doera payment partners. Funds may be held pending job completion, cancellation handling, or dispute review in line with the payment flow shown on the platform.

6. Cancellations, refunds, and disputes

Cancellation outcomes depend on the stage of the job, the payment status, the cancellation timing, and any helper cancellation setting displayed in the platform.

Where platform rules or a support decision provide for a refund, full or partial refunds may be issued through the payment provider.

Doera may review evidence submitted by the parties and take a platform decision on payment handling where the payment flow requires intervention. This does not limit any mandatory rights either party may have under applicable law.

7. Consumer information

Where Luxembourg or EU consumer law applies, mandatory consumer rights continue to apply regardless of these terms.

The essential characteristics of the service, the identity of the trader, the total price shown by the platform, and the main payment steps are provided before checkout.

If a statutory withdrawal right applies to a contract concluded through Doera, it is handled subject to the legal exceptions that apply to completed or already-started services.

8. Liability

Nothing in these terms excludes or limits liability where exclusion is not allowed by applicable law, including liability for fraud, wilful misconduct, gross negligence where non-excludable, death, personal injury caused by fault where non-excludable, or mandatory consumer rights.

Within the limits allowed by law, Doera is responsible for providing the platform with reasonable care, but it is not responsible for the independent acts, omissions, quality of work, or legality of users outside its own platform obligations.

9. Intellectual property and data

Doera and its licensors retain rights in the platform, branding, software, and site content, except for user content owned by the relevant user or rightsholder.

Personal data is handled under the Privacy Policy and Cookies Policy.

10. Changes, governing law, and contact

Doera may update these terms when the service, legal requirements, or risk controls change. Material updates will be communicated through the website, account notifications, or email where appropriate.

These terms are governed by Luxembourg law. Mandatory consumer-jurisdiction rules remain unaffected.

Questions about these terms can be sent to info@doera.lu.