Provider terms

This translation is provided for convenience; the French version prevails. The framework that applies to people who offer their services on Doonza.

1. Status of the provider

The provider acts in complete independence. They may be an individual or a business, a natural person or a legal entity, as long as they practise legally in their country. There is between them and Doonza no relationship of subordination, no employment contract, no mandate, no representation: they conclude nothing in Doonza’s name and Doonza concludes nothing in theirs. They freely choose the requests they reply to, their rates, their availability and the way they perform their jobs, and declining a request or a direct booking is never penalised. They freely set their price: the price guide that Doonza sometimes displays is indicative, it is neither a quote nor an imposed price, and Doonza imposes neither a floor nor a ceiling, apart from technical limits on data entry. They organise their work, their hours and their travel as they see fit and may work for other customers or on other platforms. Doonza gives them no instruction on how to do the work and guarantees them neither a volume of jobs, nor income, nor exclusivity. The same account can be used both as a customer and as a provider. Each role’s data is processed separately, and a provider cannot accept a job they booked themselves.

2. Access and verification

Access to requests requires a written declaration — activity, categories practised (at least one), years of experience, service areas, presentation, status as an individual or a business with, for a business, its company number, and a declaration that they practise legally in their country — then the verification of a mobile phone number by a code received by SMS, and the opening of a payout account with Stripe, which identifies the provider. The verified number is mandatory: without it, the provider does not appear in the directory and can neither receive a booking nor submit an offer; they can change it at any time, the old one remaining valid until the new one is verified. This number is used only for job alerts and is never shown to the customer. Doonza’s administration reviews the declaration and approves it, or requests a correction with a reason that the provider reads in their space and receives by email. The provider sees only the requests of their areas and of the categories they have declared; as long as they are not verified, they see them without being able to reply. Doonza neither collects nor keeps any identity document. The mention “profile verified by Doonza” means that a regulated third party has identified the person, that they can be paid and that their declaration has been reviewed. It is neither an accreditation, nor a professional qualification, nor insurance, nor a guarantee of result: Doonza checks no skill; its only check against a public register concerns the existence of the declared business number and whether it matches the declared name.

3. Obligations of the provider

The provider alone is responsible for their tax and social obligations: declaring their income, registration where required, contributions and levies due in their country. They alone are responsible for the insurance necessary to their activity, notably liability insurance. Doonza checks neither the existence nor the validity of any insurance, and provides none. The provider performs jobs in accordance with what they announced, complies with safety rules and accepts no task outside their skills, their authorisation to practise or the open category. They must not announce any qualification, insurance or accreditation that they do not hold.

4. Offer, booking and cancellation

An offer carries a message, an hourly or fixed rate and a proposed availability. Only one offer in progress per request; it can be withdrawn as long as it is not accepted. When the customer accepts one, the others are declined automatically. A provider who publishes an hourly rate or a price per service and opens their slots can receive direct bookings, paid immediately, which create an offer at that price. They confirm or decline them within twelve hours after payment; a refusal or an absence of reply within that time cancels the booking, the customer is refunded in full and the provider receives nothing. The selected provider can cancel before the agreed date, with a short reason kept on record; the customer is then refunded in full and the provider receives nothing. When it is the customer who cancels a paid booking, the provider receives compensation under the scale in the terms of sale: nothing 24 hours or more before the agreed start of the job, 30% of the job amount less than 24 hours and at least 2 hours before, 50% less than 2 hours before. A provider who does not find the customer on arrival reports it from the job; Doonza examines the report and, if it upholds the absence, cancels the booking and pays 50% of the job amount to the provider. No compensation is due when the customer exercises their right of withdrawal under the conditions provided by law: for a service in France, a consumer customer who cancels within fourteen days of their payment is refunded in full and the provider receives nothing, unless the service has begun at their express request.

5. Messaging and contact details before the booking

As long as no offer has been accepted between a customer and you on a request, the phone numbers and email addresses automatically recognised in the messaging, in your offers and in requests — whether you write them or the customer writes them to you — are replaced by “••••••••” when sent: the text is stored masked and no one, neither you, nor the customer, nor Doonza, can read the recognised contact detail back. Recognition is automatic and imperfect: a contact detail written in an unusual way may not be recognised, and an ordinary number may be recognised by mistake. Messages, offers and requests written before 8 October 2026 are not masked. You are told when you send. Once your offer is accepted, new messages are no longer masked, and the information needed for the job — address, access — reaches you through the job page, as before; messages sent before the acceptance remain masked. This masking is automatic and is neither a sanction nor a judgement on your conduct. A job settled outside Doonza is covered neither by the protected payment nor by the Doonza Guarantee.

6. Commission, service fee and payouts

Doonza takes a commission on the job amount, borne by the provider, and separately charges the customer a service fee that is added to that amount. The provider sees, before submitting their offer, the job amount, the commission and the net amount due to them. The rates in force are 13% for the commission and 9% for the service fee paid by the customer; they are set by Doonza and may change, but a payment already committed keeps the rates in force at the time it was committed. To receive jobs, the provider opens a payout account with Stripe, which itself collects the necessary information: Doonza does not see it. By opening it, they accept the Stripe Connected Account Agreement (stripe.com/connect-account/legal/full) and Stripe’s privacy policy, by a click that Doonza records (date, IP address, browser) and passes to Stripe. Once the payment is released, the funds generally arrive in their bank account within one to three business days; this time depends on Stripe and on their bank. As long as this account does not accept transfers, no offer can be submitted. The payout is released when the customer confirms the job, or automatically forty-eight hours after the end of the day of the job, with no claim under the Doonza Guarantee. Each payout gives rise to a numbered statement, downloadable from the provider’s space; this statement is not an invoice, and no VAT is calculated in it. In the event of cancellation before the job, the provider receives only the compensation provided by the cancellation scale: it is paid to them in full, without commission, into the same payout account, once the customer’s refund is recorded, and appears in their earnings; no numbered statement is issued for it. Today, Doonza does not bill any additional time. The provider neither requests nor accepts any payment from the customer outside the app (no cash, no direct transfer, no other off-platform means): the price paid is the one shown before booking, and extra time accepted by the customer in the app is not charged by Doonza.

7. Regular bookings

A customer can book you on a regular basis. The first visit of the series is confirmed or declined like any direct booking, within the displayed deadline; if you decline it or do not answer, the series is stopped and the customer is refunded in full. Once this first visit is confirmed, the following visits are confirmed automatically as soon as they are paid: you have nothing to confirm, but you are notified at each payment. A visit is never confirmed until it is paid: the customer is charged automatically three days before the date, and a visit still unpaid twenty-four hours before is cancelled free of charge for everyone, of which you are informed. Your commission stays at 13% of the amount of the visit; only the customer’s service fee is reduced, to 4% instead of 9%, with no effect on what you receive. The payout follows the ordinary rule: forty-eight hours after the end of the day of the visit, or as soon as the customer confirms. You can declare, with a reason, that you are unavailable for a visit: the customer is offered a replacement, who only does that visit; an already paid visit that you cancel is refunded in full to the customer and gives rise to no payout. When the customer cancels a paid visit, the usual policy applies. Your recurring schedule lists the next visits, and the “ Regular ” badge flags them; this badge is neither an approval, nor a qualification, nor insurance. The time slot of a series is reserved for you as soon as it is created. You can stop a series at any time, without any penalty: the customer is notified, unpaid visits are dropped free of charge, and an already paid visit stays scheduled — if you do not carry it out, cancel it and the customer is refunded in full.

8. Referral

Each account has a referral link. When the first job of a person who signed up through that link is finished and paid out, Doonza grants a bonus to the referring provider, in an amount set by Doonza and displayed on the “Refer a friend” page of the signed-in space. This bonus is added to the transfer for their next job, on a separate line of the payout statement; it is borne by Doonza and never reduces the provider’s share of the amount of a job. A referred provider likewise receives a bonus after their first paid-out job. A person has only one referrer, you cannot refer yourself, a bonus is valid for the period shown on the “Refer a friend” page and the number of referrals credited per year is capped.

9. Tip

After a finished job, the customer can leave a tip, optional, once per job. It is passed on in full to the provider, into the same payout account as their jobs, without commission or service fee; payment costs are borne by Doonza. It appears on its own line in Earnings, and does not enter the payout statement of the job. It is independent of the price of the job: neither cancellation, nor refund, nor a claim on the job takes it back. Only an obvious payment error by the customer — a duplicate payment or a wrong amount — can lead Doonza to cancel it, and the provider is then informed.

10. Doonza Guarantee and customer claims

The customer can open, under the Doonza Guarantee, a claim on a booked job — absence or non-conforming service —, from the day of the job until forty-eight hours after the end of that day. As long as it is open, the payout for that job is frozen; the provider is informed, sees the claim and the photos, and can reply in the conversation. Doonza decides: free redo, partial or full refund of the customer, or no action; the payout follows the decision. Property damage does not fall under the Guarantee but under the provider’s liability insurance.

11. Payment disputed by the customer

If the customer disputes the payment with their bank, the payout is suspended as long as the dispute is in progress. If rejected, it has no effect: the payout resumes. If it succeeds, no payout is due for that job, and a payout already made can be taken back by Doonza from Stripe, on a reasoned decision by the administration and never automatically.

12. Photos, presence code and timer

The before/after photos that the provider submits on a job, and the photos attached to a Guarantee claim, are kept for twelve months after the end of the job or, if there is one, after the decision on the claim or the closing of the payment dispute (whichever date is latest; never while a claim or a dispute is open), then erased automatically. They are visible only to the customer, the provider concerned and Doonza. These photos, the presence code that the provider enters on arrival (valid on the day of the job only) and the arrival time recorded by Doonza, from which the timer runs, are evidence, serving the customer and the provider alike and the Doonza Guarantee: they establish that a job took place, when it started and when it ended, and make it possible to settle a claim or a payment dispute on facts. The before and after photos are required to close the job in the application, because that is how the payment can be released and a claim examined; they are not a work instruction: Doonza does not tell the provider how to carry out the job and does not judge the quality of their work from these photos. The timer is a simple displayed reference; it calculates nothing. The extra time is proposed by the provider in minutes, the customer accepts or declines it, and its amount is calculated by Doonza from the provider’s rate, pro rata. No rating, score or ranking is derived from the code, the photos, the timer or the arrival positions.

13. Profile publication and directory

A verified provider appears by default in the directory: their profile is visible to any signed-in customer; a visitor without an account sees only the public extract described in the privacy policy (first name and initial, activity, services and prices, regions, “from” price, month of registration, jobs completed, languages, average response time, rating, published reviews, days of availability and the photos of past work they have published themselves). Publication rests on performance of the contract concluded with Doonza, and not on consent. Removal is done in one step, from “My profile” in the signed-in space, by unticking “Appear in the directory”: it takes effect immediately and erases nothing. Outside the directory, the provider continues to reply to the requests of their region, and their photos remain visible only to customers to whom they have made an offer.

14. Portfolio, reviews and right of reply

A provider can publish up to ten photos of past work, in the order of their choice. They are accessible only to signed-in accounts and open through a short-lived signed link, except those the provider chooses to publish, one by one, on their public profile: those are visible to everyone, with or without an account. Nothing is published by default; before publishing, the provider confirms that the photo shows no customer’s face, no address and no number plate. They can withdraw a published photo at any time; Doonza may hide it, with a reason they can see, and a hidden photo cannot be published again. They must hold the rights to these images and the consent of the people and places they show; each photo is reduced and saved again by Doonza, without the device’s metadata. After a job, the customer can leave a review and correct it for forty-eight hours from the moment it is posted; the provider can reply to it once, publicly — a reply, not a discussion, and it cannot be edited. A reply already written does not prevent the correction of the review, and both dates are displayed. Doonza can hide a review or a reply that breaches the rules, with a reason kept on record; it never rewrites their text. Only published reviews count towards the average. The provider can in turn rate the customer — punctuality, access to the place, respect —, once, within the fourteen days following the job. On a job paid for on Doonza, each review stays hidden until the other party has rated, or at the latest fourteen days after it was posted; the review of a customer is readable only by them, its author and Doonza, and other providers see only the average. Doonza can hide it, never rewrite it.

15. Reporting and moderation

A provider can report a request or a message that concerns them, and can themselves be reported by a customer. Reports are handled by a person in Doonza’s administration, who can hide the content concerned. No measure is taken automatically.

16. Ranking

The directory is ordered by default by descending average rating — providers with no review coming next —, then by number of reviews, then by seniority of the declaration, most recent first; the customer can sort by name, by years of experience or by date of arrival. Offers on a request are displayed to the customer in their order of arrival. None of these criteria can be bought. A single access rule distinguishes providers: during the first thirty minutes after a request is published, it is shown only to providers of level 2 or higher, then to everyone. The level is calculated automatically: level 2 from 3 completed jobs, 2 published reviews and an average rating of at least 4; level 3 from 10 completed jobs, 5 published reviews and an average rating of at least 4.5; level 1 otherwise.

17. Withdrawal of verification and end of relationship

Doonza can withdraw a provider’s verification, which prevents them from submitting new offers, in the following cases only: a serious or repeated breach of these terms (for example a false statement about their identity, their activity, their qualifications or their insurance, or repeated no-shows at booked jobs); a well-founded report, that is, one examined by a person in the administration who upholds it after reading the evidence; a risk to people’s safety; fraud. None of these measures is taken automatically: it is decided by a person and is never based on a rating, a volume of jobs, an acceptance rate, a price or the refusal of a request. The reason is communicated to them at the latest when the measure takes effect, in their space and by email. If they act in a professional capacity, Doonza informs them at least thirty days in advance of any definitive end of the relationship, except in the event of a serious or repeated breach, or a legal obligation, in accordance with Regulation (EU) 2019/1150. They can at any time ask for explanations and contest the decision. Doonza can also suspend their account, in the same cases and in the same way: they can still sign in, but can no longer be booked, submit offers or receive transfers while the suspension lasts. The sums due to them are frozen, not confiscated: payments awaiting payout are neither cancelled nor refunded because of the suspension, they remain due and are paid out after it is lifted, automatically for a payment still pending, or by a follow-up from the administration for a payout already committed, except in the case of proven fraud, which the administration then handles by hand. The reason is sent to them by email as soon as the suspension takes effect, and displayed in their space; an email also informs them when it is lifted. They can contest it by writing to hello@doonza.com: the complaint is examined by a person and receives a reasoned reply within fifteen days.

18. Complaints

The provider addresses any complaint — about a decision on verification, moderation, ranking, a payment or a payout — to hello@doonza.com. It is examined by a person and receives a reasoned reply within fifteen days. This procedure is free and deprives the provider of no remedy before the courts.

19. Tax obligations

The provider declares their own income and pays the taxes, levies and contributions due in their country; Doonza neither calculates nor withholds them. To help them, each payout gives rise to a numbered statement — job amount, commission withheld, net amount paid —, downloadable from their space, and the export of their data includes all of their payments.

20. Liability, duration and applicable law

The provider alone answers for the performance of their jobs and for the damage they might cause. Doonza’s liability towards them is limited to direct damage resulting from a breach of its own obligations, excluding any indirect damage, and capped at the sums it received for the job concerned; these limits apply neither in the case of intentional or gross misconduct, nor to personal injury, nor where the law forbids it. The provider can stop their activity on Doonza at any time and delete their account from the settings; jobs already booked remain due, and payments in progress follow the rules of the terms of sale. These terms have been in force since 26 September 2026. They are governed by Swiss law, subject to the mandatory provisions of the provider’s country; any change is announced at least fifteen days before it takes effect.

21. Doonza Pro+

Doonza Pro+ is an optional subscription; a provider who does not subscribe keeps access to all the requests in their area, on the same terms as today. The terms of sale of the subscription are set out in the terms of sale. While the subscription is active or in trial, it entitles the provider to: (1) a reduced commission, of 11% instead of 13% at the date of this version, on job payments CREATED during the subscription; the rate is set when the payment is created, at the moment the customer initiates the payment, then fixed on that payment: a payment created before subscribing, or after the subscription has ended or been suspended, keeps the ordinary rate, even if it is collected or paid out later; (2) priority on new requests in their area, which are shown to them fifteen minutes before other providers (a duration set by Doonza, at the date of this version); (3) a top ranking in the directory and on the public showcase under the default sort, with the “Pro” label; (4) statistics for their last thirty days (direct bookings received, offers sent and accepted, paid jobs, net amount), calculated from data already processed for the service: views of their profile are not measured. The subscription guarantees no volume of jobs. The “Pro” label is neither an accreditation, nor a qualification, nor an insurance.

22. Doonza Pro+: invoicing

Each subscription charge appears on the Doonza Pro+ page of the area: date, amount, currency and status (paid or charge failed). The price is a price excluding tax; Doonza neither calculates nor invoices VAT on the subscription. Each paid charge gives rise to an invoice excluding tax issued by STM GROUP LLC, numbered in a continuous sequence and downloadable from the Doonza Pro+ page of the area; a correction or a refund gives rise to a credit note, numbered in a separate sequence. For a provider established in France it carries the mention “Autoliquidation — art. 283-2 du CGI” followed by their VAT number if entered; for a provider established in Switzerland, the mention “Prestation de services, TVA due par le destinataire (impôt sur les acquisitions)”. The VAT or UID number is optional.

23. Customers subscribed to Doonza Plus

Some customers are subscribed to Doonza Plus. This changes neither your commission, nor your payout, nor your work. Guarantee: after the ordinary 48-hour window, a subscribed customer may file, up to 7 days after the end of the day of the job, a late claim for a job that was not as agreed (photos required), one per 12-month period. Your payout is still released 48 hours after the end of the day of the job, as for any customer: a late claim does not freeze it, cancel it or debit you; any refund is paid by Doonza. You are told when the claim is opened and of the decision, you can see the claim and its photos and you can reply in the conversation. Doonza Regular: a subscribed customer may earn a credit on a series occurrence; this credit comes out of Doonza’s share (commission and service fees) and never out of yours: you are paid in full, at the agreed amount less the usual commission, whether or not the credit applies. These rules are neither an approval, nor a qualification, nor an insurance of the provider.

24. Boost

The Boost is described in the “Boost” articles of the general terms of use and of sale, which apply. The provider buys for a slot they actually serve, in an open region and for a category they practise. A suspended provider, or one whose phone number is not verified, cannot buy a Boost. The Boost improves the listing’s position in the list; it guarantees no result, no request and no income.