Terms of Service

IMPORTANT: PLEASE READ THESE TERMS CAREFULLY BEFORE USING THE LUSTRA PLATFORM.

SUBMITTING A BOOKING REQUEST (FOR CLIENTS) OR CREATING AN ACCOUNT (FOR SERVICE PROVIDERS) CONSTITUTES ACCEPTANCE OF THESE TERMS IN THEIR ENTIRETY.

"Platform" The Lustra website and any associated mobile applications operated by Lustra Platform.

"Lustra" / "we" Lustra Platform, operator of the Platform.

"Client" Any individual who uses the Platform to search for and book a local service. Clients do not create an account.

"Service Provider" An independent professional or business registered on the Platform with an account to offer local services to Clients.

"Service" A local service (cleaning, repairs, maintenance, or related activity) offered by a Service Provider and booked by a Client through the Platform.

"Booking" A confirmed agreement between a Client and a Service Provider for the performance of a Service at a specific date, time, and location, with payment captured upfront via Stripe.

"Booking Confirmation" The email sent to a Client upon successful payment capture, containing the booking details and a unique cancellation link.

"Cancellation Link" A unique, single-use URL included in the Booking Confirmation email that allows a Client to cancel their Booking without requiring an account.

"Booking Token" A unique anonymous identifier generated per Booking, used to manage cancellations and communications without requiring a Client account.

"Stripe" / "Stripe Connect" Stripe, Inc. and/or Stripe Payments Europe Ltd, the payment infrastructure used on the Platform to process payments between Clients and Service Providers.

ARTICLE 1 — NATURE OF THE PLATFORM

1.1 Lustra is an online intermediary marketplace. Its role is to provide a technology platform that connects Clients with independent local Service Providers.

1.2 Lustra is NOT a party to any service contract between a Client and a Service Provider. Lustra does not employ, supervise, or control Service Providers. Service Providers are independent professionals acting entirely on their own account.

1.3 Lustra does not guarantee the quality, safety, legality, or completion of any Service. Clients and Service Providers contract with each other directly, subject to these Terms.

1.4 Lustra does not hold, receive, or process payment funds. All payments flow directly between Client and Service Provider via Stripe Connect.

ARTICLE 2 — ACCEPTANCE OF TERMS

2.1 These Terms apply to all users of the Platform: - Clients accept these Terms by submitting a booking request. - Service Providers accept these Terms by creating an account.

2.2 All users confirm that: (a) They are at least 18 years of age; (b) They have the legal capacity to enter into binding contracts; (c) If acting on behalf of a business, they are authorised to bind that business.

2.3 Lustra reserves the right to update these Terms at any time. Material changes will be communicated to Service Providers by email at least 14 days before taking effect. For Clients, the version in force at the time of booking applies. The "Last updated" date always reflects the current version.

ARTICLE 3 — PROHIBITED CONDUCT (ALL USERS)

All users of the Platform agree not to: (a) Provide false, misleading, or fraudulent information; (b) Impersonate any person or entity; (c) Use the Platform for any unlawful purpose under Belgian or EU law; (d) Circumvent the Platform by arranging services directly with users met through Lustra to avoid future platform fees, for a period of 12 months from the initial introduction; (e) Post defamatory, offensive, discriminatory, or harmful content; (f) Introduce malicious code or interfere with Platform infrastructure; (g) Scrape or extract Platform data by automated means; (h) Send unsolicited commercial communications through the Platform.

Breach of this article may result in immediate blocking of access and, where appropriate, legal action.

ARTICLE 4 — CLIENT BOOKING PROCESS

4.1 NO ACCOUNT REQUIRED Clients do not create an account on Lustra. Each booking is processed as a standalone transaction.

4.2 SUBMITTING A BOOKING REQUEST To book a Service, a Client must: (a) Select a Service Provider and available time slot; (b) Provide their full name, service address, and email address; (c) Complete upfront payment via Stripe's secure payment interface.

4.3 BOOKING CONFIRMATION Once payment is successfully captured, Lustra sends a Booking Confirmation email to the Client containing: - Booking details (Service Provider, date, time, location, price) - A unique Cancellation Link valid for use up to 24 hours before the scheduled service - Contact information for the Service Provider

4.4 CONTRACT FORMATION A binding service contract between the Client and the Service Provider is formed at the moment the Booking Confirmation is sent and payment is captured. Lustra is not a party to this contract.

4.5 CLIENT OBLIGATIONS By submitting a booking, the Client agrees to: (a) Provide accurate name, address, and email information; (b) Ensure the service address is accessible at the agreed time; (c) Be present (or have an authorised person present) unless otherwise agreed with the Service Provider; (d) Treat the Service Provider with respect and provide a safe working environment for in-home services.

4.6 DATA HANDLING The Client's name and address are shared with the Service Provider solely to fulfil the booked Service. This data is not stored long-term by Lustra. The Client's email address is retained only for the duration necessary to manage the booking and is deleted within 30 days of service completion. See the Privacy Policy for full details.

ARTICLE 5 — CLIENT CANCELLATION POLICY

5.1 FREE CANCELLATION WINDOW A Client may cancel a confirmed Booking free of charge up to 24 hours before the scheduled start time of the Service, using the Cancellation Link in their Booking Confirmation email.

5.2 HOW TO CANCEL (a) Click the Cancellation Link in the Booking Confirmation email. (b) Confirm the cancellation on the page that opens. (c) A cancellation confirmation will be sent to the Client's email. (d) No account or login is required.

The Cancellation Link is unique to each Booking and single-use. If you cannot locate your Booking Confirmation email, contact us at [email protected] with your email address and approximate booking date.

5.3 LATE CANCELLATION (UNDER 24 HOURS) If a Client cancels within 24 hours of the scheduled start time: (a) 50% of the total booking amount will be refunded to the Client's original payment method within 5–10 business days, subject to Stripe's processing times; (b) The remaining 50% is released to the Service Provider as a cancellation fee to compensate for reserved time and preparation.

5.4 NO-SHOW If a Client fails to cancel and is not present at the service address at the scheduled time without prior notice, this is treated as a late cancellation under Article 5.3. No refund will be issued.

5.5 CANCELLATION AFTER SERVICE HAS BEGUN Once a Service Provider has commenced the Service at the agreed location, no cancellation or refund is available for that booking.

5.6 CONSUMER RIGHT OF WITHDRAWAL Under Belgian and EU consumer law (Act of 21 December 2013 / Consumer Rights Directive 2011/83/EU), consumers ordinarily have a 14-day right of withdrawal for distance contracts. However, by submitting a booking request and completing payment, the Client expressly requests that the Service commence within the 14-day withdrawal period and acknowledges that the right of withdrawal will be lost once the Service has been fully performed. Where the Service has not yet been performed, cancellations are governed by Article 5.1–5.4 above.

ARTICLE 6 — CLIENT COMPLAINTS ABOUT A SERVICE

6.1 If a Client is dissatisfied with a completed Service, they should contact the Service Provider directly in the first instance.

6.2 If the issue cannot be resolved directly, the Client may contact Lustra at [email protected] within 7 days of the service date. Lustra may, at its sole discretion, assist in facilitating communication between the parties but is not obligated to resolve disputes or issue refunds.

6.3 Lustra is not liable for the quality or outcome of any Service. Clients' statutory rights under Belgian consumer law are not affected by this clause.

ARTICLE 7 — REGISTRATION AND ACCOUNT

7.1 To list and offer services on the Platform, Service Providers must complete the full registration process including: (a) Providing accurate business and personal information; (b) Completing Stripe Connect onboarding for payment reception; (c) Providing their Tax Identification Number (TIN) and VAT number (if applicable) for DAC7 compliance purposes; (d) Accepting these Terms.

7.2 Each Service Provider may hold only one account. Duplicate accounts are prohibited and will be removed.

7.3 Service Providers are responsible for maintaining the security of their account credentials and must notify Lustra immediately at [email protected] of any suspected unauthorised access.

7.4 Service Providers confirm that they operate in a professional or commercial capacity and are solely responsible for: - Registration with INASTI/RSVZ as self-employed (or equivalent) - Their own tax declarations and VAT filings - Social security contributions - Any professional qualifications, licences, or permits required by Belgian law for their specific activity - Civil liability insurance appropriate to their services

7.5 DAC7 CONSENT By registering as a Service Provider, you expressly acknowledge and consent that, as required by EU Directive 2021/514 (DAC7) transposed into Belgian law: (a) Lustra will collect and verify your identity and tax information (name, address, TIN, transaction amounts) as part of its legal obligations as a Reporting Platform Operator; (b) This information will be reported annually to the Belgian Federal Public Service Finance (FPS Finance) by 31 January each year; (c) The FPS Finance will automatically share this information with tax authorities in other EU member states where applicable; (d) You will be notified of the specific data to be reported before each annual submission (by 10 January); (e) You warrant that all tax information you provide is accurate and complete, and accept full legal responsibility for any inaccuracies.

ARTICLE 8 — LISTINGS AND PRICING

8.1 Service Providers may create listings describing their services, availability, geographic coverage, and pricing.

8.2 Listings must: (a) Accurately and honestly describe the services offered; (b) Display final prices inclusive of all applicable taxes; (c) Not be misleading, deceptive, or offensive; (d) Not offer services that are unlawful under Belgian law.

8.3 Lustra reserves the right to remove any listing that violates these Terms or applicable law, without prior notice or compensation.

8.4 Service Providers set their own prices and are solely responsible for ensuring their pricing complies with applicable VAT rules.

ARTICLE 9 — SERVICE PROVIDER OBLIGATIONS

9.1 PERFORMANCE OF SERVICES Service Providers commit to: (a) Performing all confirmed bookings professionally and with reasonable care and skill; (b) Attending the agreed location punctually at the confirmed time; (c) Notifying the Client and Lustra as soon as possible if unable to fulfil a confirmed Booking; (d) Treating Clients and their property with care and respect; (e) Using Client personal data (name, address) only to fulfil the booked Service and for no other purpose.

9.2 INSURANCE Service Providers are strongly advised to hold appropriate civil liability insurance (assurance responsabilité civile professionnelle / beroepsaansprakelijkheidsverzekering) for their activities. Lustra does not provide any form of insurance coverage for Services or Service Providers.

9.3 HANDLING CLIENT DATA Client personal data shared with a Service Provider to fulfil a booking is provided for that purpose only. Service Providers must: - Not retain Client data beyond the period necessary to perform the service and handle any reasonable follow-up; - Not contact Clients for commercial purposes using data obtained through the Platform; - Not share Client data with third parties; - Handle Client data in compliance with the GDPR.

Breach of this obligation is a serious violation of these Terms and may result in immediate account suspension and legal action.

ARTICLE 10 — SERVICE PROVIDER CANCELLATION POLICY

10.1 Service Providers must honour all confirmed Bookings. Cancellations by Service Providers have a direct negative impact on Clients who have paid upfront and made arrangements.

10.2 If a Service Provider must cancel a confirmed Booking: (a) They must notify Lustra immediately at [email protected]; (b) Lustra will arrange a full refund to the Client; (c) The Service Provider will not receive any payment for that Booking.

10.3 Repeated cancellations by a Service Provider (more than 2 in any 30-day period, or more than 5 in any 12-month period) may result in Account suspension or permanent removal from the Platform.

10.4 In cases of genuine emergency, Service Providers should contact Lustra directly. Lustra may, at its sole discretion, waive the consequences of Article 10.3 where extraordinary circumstances are demonstrated.

ARTICLE 11 — PAYMENT PROCESSING AND FLOW

11.1 All payments on the Platform are processed by Stripe via Stripe Connect. By completing a payment, Users also agree to Stripe's Terms of Service (stripe.com/en-be/legal).

11.2 UPFRONT PAYMENT Payment for all Bookings is captured in full at the time of booking confirmation. No service may be booked without successful upfront payment.

11.3 NO FUNDS HELD BY LUSTRA Lustra does not at any point hold, receive, or process payment funds. Money flows directly from the Client's payment method to the Service Provider's connected Stripe account, subject to Stripe's standard payout schedules.

11.4 PLATFORM FEES Lustra does not currently charge a platform fee to Service Providers or Clients. If platform fees are introduced in the future, Service Providers will be notified at least 30 days in advance, and may terminate their account if they do not wish to accept the new fee structure.

11.5 TAXES ON EARNINGS Service Providers are solely responsible for declaring and paying all taxes applicable to amounts received through the Platform, including income tax and VAT where applicable.

11.6 PAYMENT DISPUTES Payment disputes between Clients and Service Providers are primarily governed by Stripe's dispute resolution process. Lustra may assist in facilitating communication but does not adjudicate payment disputes and is not financially liable for their outcome.

ARTICLE 12 — REFUNDS

12.1 FREE CANCELLATION REFUND Where a Client cancels more than 24 hours before the booking, a full refund will be processed to the original payment method within 5–10 business days, subject to Stripe's processing times.

12.2 LATE CANCELLATION REFUND Where a Client cancels within 24 hours of the booking, a 50% refund will be processed within 5–10 business days. The remaining 50% is released to the Service Provider.

12.3 SERVICE PROVIDER CANCELLATION REFUND Where a Service Provider cancels a confirmed Booking, a full refund will be processed to the Client within 5–10 business days.

12.4 SERVICE QUALITY REFUNDS Refund requests arising from service quality issues are a matter between the Client and the Service Provider. Lustra is not obligated to issue refunds in such cases but may, at its sole discretion, facilitate a resolution.

12.5 Refund timelines are subject to Stripe's processing schedules and the Client's card issuer. Lustra is not responsible for delays caused by third-party payment processors.

ARTICLE 13 — REVIEW SYSTEM

13.1 Following a completed Booking, Clients may leave a review and rating for the Service Provider via a link provided in the post-service email.

13.2 Reviews must be: (a) Honest and based on genuine personal experience of the Service; (b) Related to the Service itself, not to unrelated personal matters; (c) Free from defamatory, offensive, or discriminatory language.

13.3 Reviews must not be: (a) Posted in exchange for payment, discounts, or any other benefit; (b) Artificially generated or posted by someone who did not receive the Service; (c) Posted by a Service Provider about themselves or a competitor.

13.4 Lustra reserves the right to remove reviews that clearly violate these Terms, without prior notice. Lustra does not otherwise edit the content of reviews.

13.5 Service Providers who believe a review is false or in breach of these Terms may report it at [email protected]. Lustra will investigate within a reasonable time and may remove reviews that clearly violate these Terms. Lustra's decision is final.

ARTICLE 14 — LUSTRA'S LIABILITY

14.1 INTERMEDIARY LIMITATION Lustra is a technology intermediary. In accordance with Articles XII.17 to XII.19 of the Belgian Code of Economic Law and the EU Digital Services Act, Lustra is not liable for: (a) The quality, safety, legality, or outcome of any Service; (b) The conduct, qualifications, or reliability of Service Providers; (c) Any loss or damage arising from a transaction between a Client and a Service Provider; (d) A Service Provider's failure to hold required insurance, licences, or qualifications.

14.2 PAYMENT INTERMEDIARY Lustra is not liable for any failure, error, or delay in payment processing by Stripe, including failed payments, delayed refunds, or Stripe account suspensions.

14.3 PLATFORM LIABILITY CAP To the maximum extent permitted by Belgian law, Lustra's total liability to any user in connection with the Platform shall not exceed EUR 500 per incident or series of related incidents.

14.4 EXCLUSION OF INDIRECT DAMAGES Lustra shall not be liable for indirect, incidental, consequential, or punitive damages, including loss of profit, loss of data, or loss of business opportunity.

14.5 MANDATORY EXCEPTIONS Nothing in these Terms limits Lustra's liability for: (a) Death or personal injury caused by Lustra's negligence; (b) Fraud or fraudulent misrepresentation; (c) Any liability that cannot be excluded under mandatory Belgian law.

14.6 CONSUMER RIGHTS These Terms do not affect the statutory rights of Clients who qualify as consumers under Belgian and EU consumer protection law.

ARTICLE 15 — USER INDEMNIFICATION

Each user agrees to indemnify and hold harmless Lustra Platform, its directors, and agents from any claims, damages, losses, and costs (including reasonable legal fees) arising from: (a) Their breach of these Terms; (b) Their violation of applicable law; (c) Any Service performed or received through the Platform; (d) False or inaccurate information provided to Lustra or to other users.

ARTICLE 16 — SUSPENSION AND TERMINATION (SERVICE PROVIDERS)

16.1 Lustra reserves the right to suspend or permanently close a Service Provider account, with or without notice, in cases of: (a) Breach of these Terms; (b) Fraudulent, abusive, or illegal conduct; (c) Provision of false tax or identity information; (d) Repeated booking cancellations (see Article 10.3); (e) Actions that harm Clients or the reputation of the Platform; (f) A request from a competent authority.

16.2 Service Providers may close their account at any time by contacting [email protected]. Closure does not affect pending Bookings, outstanding payments, or legal obligations (including DAC7 reporting) that arose before closure.

16.3 Upon account closure, Lustra retains data as required by law (see Privacy Policy, section 4).

ARTICLE 17 — INTELLECTUAL PROPERTY

17.1 The Platform, its design, code, content, and the Lustra name and logo are the exclusive property of Lustra Platform. No licence to use them is granted beyond what is strictly necessary to use the Platform.

17.2 Service Providers retain ownership of content they post but grant Lustra a non-exclusive, royalty-free, perpetual licence to display and use that content to operate and promote the Platform.

17.3 Service Providers warrant that content they post does not infringe any third-party intellectual property rights and agree to indemnify Lustra against any claim arising from such infringement.

ARTICLE 18 — GOVERNING LAW AND DISPUTE RESOLUTION

18.1 These Terms are governed by Belgian law.

18.2 In the event of a dispute, users are encouraged to contact Lustra first at [email protected] within 30 days to seek amicable resolution.

18.3 Consumers may use the European ODR platform: https://ec.europa.eu/consumers/odr

18.4 Failing amicable resolution, all disputes shall be submitted to the exclusive jurisdiction of the competent courts of Tournai, Belgium, unless mandatory consumer law provides for a different jurisdiction.

ARTICLE 19 — SEVERABILITY

If any provision of these Terms is found invalid or unenforceable under Belgian law, it shall be modified to the minimum extent necessary. All remaining provisions continue in full force.

ARTICLE 20 — ENTIRE AGREEMENT

These Terms, together with the Privacy Policy and Legal Mentions published on the Platform, constitute the entire agreement between Lustra and each user regarding use of the Platform.

ARTICLE 21 — CONTACT

Lustra Platform [email protected]