Terms of sale

This translation is provided for convenience; the French version prevails. Price, booking, payment, cancellation and complaints: what applies before you book.

1. Purpose and parties

These terms govern the booking and payment of a job on Doonza. Two distinct relationships coexist: the service contract, concluded between the customer and the provider, who performs it alone and under their own responsibility; and the platform contract concluded between the customer and Doonza, which connects the parties, collects the price, holds the funds and pays out the provider. Doonza is not the seller of the service. The operator is STM GROUP LLC, whose details appear in the legal notice. 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. Offers and booking

A customer publishes a request in their region. A verified provider of the same region replies with an offer comprising a message, an hourly or fixed rate and a proposed availability; they can have only one offer in progress per request and can withdraw it as long as it is not accepted. The customer accepts at most one offer, and that acceptance goes through payment: the request becomes booked only once the payment is confirmed, and the other offers are then declined automatically. As long as the payment is not confirmed, the request stays open. A customer can also book directly a slot shown by a provider who accepts this mode: the direct booking creates an offer at the price the provider shows for that service — fixed, or hourly for the chosen duration —, or failing that at their published hourly rate, and payment is requested immediately. The provider confirms or declines the booking within twelve hours after payment; if they decline it or do not reply within that time, it is cancelled and the customer is refunded in full, service fee included. A confirmed booking then follows the same rules as an accepted offer.

3. Price, commission and service fee

The price of the job is that of the offer, in the currency of the request’s region — Swiss franc or euro. Doonza is paid in two ways, shown separately before any commitment: a commission taken from the job amount, borne by the provider, and a service fee added to the job amount and paid by the customer. The customer therefore sees the job amount, the service fee and the total before paying; the provider sees the job amount, the commission and the net amount before submitting their offer. The rates in force are 13% for the commission and 9% for the service fee. They are set by Doonza and may change; a payment already committed keeps the rates in force at the time it was committed. The treatment of VAT remains to be determined according to the country of the service: no tax amount is calculated or displayed, and the documents issued say so.

4. Payment and safekeeping of funds

Payment is processed by Stripe, under an arrangement in which Doonza collects the price, then separately transfers the provider’s share to their payout account. Card details are entered in a secure frame provided by Stripe and displayed inside Doonza: Doonza neither sees nor keeps any card data. A customer who has already paid finds at Stripe the card they left there; the brand and the last four digits shown in the signed-in space are read again from Stripe each time they are displayed and are never copied by Doonza. The customer is charged when they accept an offer or book a slot, and Doonza holds the funds until the job is done. This safekeeping is neither an escrow, nor a payment guarantee, nor insurance: it is a payout delay. Today, Doonza does not bill any additional time: the price to pay is the one shown before booking. No payment may be requested or accepted outside the app (no cash, no direct transfer, no other off-platform means); extra time accepted by the customer in the app is not charged by Doonza.

5. Payout to the provider

The payout is released when the customer confirms that the job is done, or automatically forty-eight hours after the end of the day of the job if they do not confirm and have opened no claim under the Doonza Guarantee. It covers the job amount minus the commission; the service fee paid by the customer remains with Doonza. The provider receives the funds in a payout account that they open themselves with Stripe, by accepting the Stripe Connected Account Agreement (stripe.com/connect-account/legal/full) and Stripe’s privacy policy. The time the funds take to arrive depends on Stripe and on the provider’s bank; Doonza does not guarantee it.

6. Referral

Each account has a referral link. When the first job of a person who signed up through that link is finished and its payout to the provider has taken place, Doonza grants a credit to both accounts, in an amount set by Doonza and displayed in the signed-in space, on the “Refer a friend” page. For a customer, the credit is deducted from a following payment, in the same currency: it appears on a separate line before the card is entered and on the receipt. It applies only to a job whose share going to Doonza — commission and service fee — covers it entirely; failing that, it remains available for a following job. For a provider, it is added to the transfer for their next job, on a separate line of the payout statement; their share of the job amount is not reduced, the credit being borne by Doonza. A person has only one referrer; you cannot refer yourself, nor with the same payment card. A credit is valid for the period shown on the “Refer a friend” page and cannot be exchanged for money; the number of referrals credited per year is capped, at the level shown on the same page. A credit reserved for a payment that fails becomes available again. When a booking paid with a credit is cancelled and refunded, in full or in part — including under the cancellation scale —, the credit is given back to the client once, with its original expiry date or, if it has expired in the meantime, with a new validity of the usual length counted from that return, and the card is refunded the amount provided by the scale minus that credit: in total, card and credit together, the client gets back exactly what the scale provides. When Doonza itself decides a partial refund, outside the cancellation scale, the credit is given back at most up to the amount refunded; the rest of the credit is lost, like the part that is not refunded. Example: for a CHF 10 credit, a decided refund of CHF 5.40 gives back CHF 5.40 of credit and nothing to the card; a decided refund of CHF 54 gives back the CHF 10 credit and CHF 44 to the card. A cancellation refunded in full is unchanged: the card is refunded everything it paid and the credit is given back. Example: for a job of CHF 100, CHF 9 of service fee and a CHF 10 credit (CHF 99 paid by card), a cancellation 10 hours before refunds CHF 66.30 to the card and gives back the CHF 10 credit, i.e. the CHF 76.30 of the scale, and pays CHF 30 to the provider. A credit applied to a job that was carried out remains used.

7. Cancellation and refund

A booking can be cancelled by the customer or by the selected provider as long as the agreed date has not passed and the job has not started. A short reason is mandatory and remains readable by both parties. When the provider cancels, declines a direct booking or does not reply within the time limit, the customer is refunded in full, service fee included, and the provider receives nothing. When the customer cancels a paid booking, the following scale applies, according to the time remaining before the agreed start of the job (agreed date and time, Swiss time; with no agreed time, the start of the agreed day): 24 hours or more before, full refund, service fee included, and nothing for the provider; less than 24 hours and at least 2 hours before, 30% of the job amount is paid to the provider as compensation; less than 2 hours before, 50%. The 50% rate also applies when the provider reports the customer’s absence on arrival and Doonza, after review, upholds that absence. The compensation goes entirely to the provider, without commission; the rest of the job amount is refunded to the customer, with the service fee pro rata to the amount returned, the balance of that fee remaining with Doonza. Example: for a job of CHF 100 and a service fee of CHF 9, a cancellation 10 hours before returns CHF 76.30 to the customer (CHF 70 and CHF 6.30 of fee) and pays CHF 30 to the provider; less than 2 hours before, CHF 54.50 and CHF 50. The exact amounts are displayed before the cancellation is confirmed. During the fourteen-day withdrawal period, a consumer whose service takes place in France is not subject to this scale: their cancellation is refunded in full, service fee included, unless the service has started at their express request. A customer whose service takes place in Switzerland does not have this right of withdrawal. This scale applies to bookings paid from the date this version went online; a booking paid earlier remains fully refundable. The time the funds take to arrive depends on the customer’s bank. Once the payout has left for the provider, cancellation is no longer possible in this way: the situation becomes a dispute.

8. Right of withdrawal

Where the service takes place in France and the customer is a consumer, they have fourteen days from payment to withdraw from a service contract concluded at a distance. Before paying, the customer ticks a box by which they expressly ask that the service be performed on the agreed date, including before the end of that period, and acknowledge that their right of withdrawal ends once the service has been fully performed (article L221-28 1° of the French Consumer Code); if they withdraw after performance has begun, they remain liable for the part already performed at their request. Without this box, payment does not open. The right of withdrawal is exercised by writing to hello@doonza.com before the service begins: the cancellation scale does not apply to its exercise, and the customer is then refunded in full, service fee included; a cancellation made from the signed-in space during this period gives the same result, as long as the service has not begun. In Switzerland, there is no general right of withdrawal specific to online commerce. After this period, or for a service in Switzerland, the cancellation described above remains open as long as the agreed date has not passed, according to its scale.

9. Regular bookings (Doonza Regular)

A customer can book the same provider on a regular basis — every week, every two weeks or every month — from the page of a provider who accepts direct bookings. Before confirming, a summary shows the price of each visit, the service fee, the total, the frequency, the principle of automatic charging and the possibility of stopping at any time. The series only starts after two acts by the customer: they tick the box by which they authorise Doonza to automatically charge the amount shown per visit, at the chosen frequency, on the payment method they save, until they stop the series, and by which they ask that each service be carried out on the agreed date (the express request described in the article “ Right of withdrawal ”); then they save their card in the secure frame provided by Stripe and displayed inside Doonza, with their bank’s authentication where it is required. Doonza keeps the date of this consent and the amounts displayed; it neither sees nor keeps any card data. Price: the price of a visit is the one the provider displays when the series is created, and it stays the same for the whole series; the customer’s service fee is 4% of the amount of the visit, instead of 9%, on every visit of the series; the provider’s commission, 13%, does not change. Each payment keeps the rate that was applied to it. An available referral credit is deducted from a visit under the conditions of the “ Referral ” article: the amount charged for that visit is then reduced accordingly, and the amount actually charged is shown in the list of visits. Charging: each visit is charged automatically three days before its date; the amount is held by Doonza then paid out to the provider under the article “ Payout to the provider ”, that is forty-eight hours after the end of the day of the visit. A visit is only confirmed to the provider once it is paid. If the charge fails — authentication required by the bank, card declined or expired — the customer is notified by e-mail, by notification and, if they have verified a phone number and turned SMS on, by SMS; they can pay for the visit with a payment link. If it is not paid twenty-four hours before the visit, the visit is cancelled free of charge for everyone and the provider is informed. After two consecutive failed charges, the series is paused and nothing more is charged until the customer resumes it. Pause, skip, stop: at any time the customer can pause the series, skip an unpaid visit or stop the series, in one click and free of charge. A visit that is already paid is cancelled under the policy of the article “ Cancellation and refund ”: full refund, 4% service fee included, twenty-four hours or more before the visit. Provider unavailable: the assigned provider can declare they are unavailable for a visit; the customer is then offered a replacement, a verified provider available in their region, at their own price, which they accept or decline; without agreement, the visit is skipped free of charge. The replacement only does that visit, and an already paid visit that the provider cancels is refunded in full, service fee included. First visit: the assigned provider confirms or declines the first visit within the direct-booking deadline; if they decline it or do not answer, the series is stopped and that first visit is refunded in full. The time slot of a series is reserved with the provider as soon as it is created: if a visit falls on a slot already taken, the series is refused, with the date concerned. The assigned provider can also stop the series: the customer is notified, unpaid visits are dropped free of charge, and an already paid visit that the provider does not carry out is refunded in full, service fee included.

10. Documents issued

As soon as payment is confirmed, the customer receives a numbered receipt, downloadable from their request: job amount, service fee, total paid, currency, category, region and identity of the publisher. A refund gives rise to a credit note, drawn up in the same way. The provider receives, with each payout, a numbered statement showing the amount paid, the commission withheld, the net amount paid out and the transfer reference. These documents are issued automatically, are never rewritten and open only through a short-lived link. They are not invoices: no VAT is calculated in them, and each document says so.

11. Verification of providers

A provider can submit an offer only once verified: they first open their payout account with Stripe, which identifies them and must authorise them to receive transfers, then their declaration — activity, years of experience, service areas, presentation, status as an individual or a business, and declaration that they practise legally in their country — is reviewed by Doonza’s administration. The provider’s identity and bank details are verified and held by Stripe, not by Doonza, which keeps no copy of them. The mention “profile verified by Doonza” 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.

12. Reviews, reporting and moderation

After a booked job whose date has passed, the customer can leave a review, which can be corrected for forty-eight hours from the moment it is posted, then frozen. The provider can reply to it once, publicly, without later modification. Only published reviews count towards the average. The provider also rates the customer, 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, and the review of a customer is readable only by them, its author and Doonza, other providers seeing only the average. A customer or a provider can report a request, an offer or a message that concerns them; Doonza’s administration handles the report and can hide the content concerned. It never rewrites a review or a reply. No measure is taken automatically.

13. Dispute over a job

As long as the funds are held by Doonza, a disagreement can be submitted to it: it then puts the payment in dispute, and neither the customer nor the provider can release it. Doonza decides by paying the provider or refunding the customer, with a reason kept on record. This decision is a commercial decision of the platform: it does not act as a judgment, is not made by an independent third party and deprives no one of their legal rights or of access to the competent courts.

14. Tip

Once the job is finished, the customer can, if they wish, leave the provider a tip: once per job, within the limits displayed on screen (currently from 1 to 200 in the currency of the job). It is paid separately, by card, in the Doonza space, and its amount is displayed before payment. It is passed on in full to the provider: Doonza takes neither commission nor service fee, and bears the payment costs. The tip is independent of the price of the job: a refund of the job or a claim under the Doonza Guarantee does not affect it. It is not refundable, except for an obvious payment error — a duplicate payment or a wrong amount — reported to hello@doonza.com. No numbered receipt is issued for a tip; it remains visible on the job page.

15. Doonza Guarantee

The Doonza Guarantee, described on the page of the same name, is a commercial commitment by Doonza, funded by it and distinct from any insurance. It protects the payment until after the job, refunds the customer in full if the provider does not show up, and allows, for a non-conforming service, a claim with photos to be opened within the forty-eight hours following the end of the day of the job — one per booking —, during which the payout is frozen and at the end of which Doonza decides on a free redo, a partial or full refund up to the price of the job, or no action. Property damage is excluded and falls under the provider’s liability insurance.

16. Dispute with the bank

A customer can also dispute a payment directly with their bank (chargeback). As soon as Stripe informs Doonza of it, the payout to the provider is suspended if it has not yet left. If the dispute is rejected, the payment resumes its normal course. If it succeeds, the sum is returned to the customer by their bank and no payout is due to the provider for that job; if the payout had already left, Doonza may decide to ask Stripe to reverse it, after review and never automatically.

17. Liability and insurance

The service is performed by the provider, who alone is responsible for its performance, its safety and the damage they might cause. Doonza offers no insurance and checks neither the existence nor the validity of any insurance taken out by a provider. Doonza’s liability 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 applicable law forbids them.

18. Doonza Pro+: purpose, price and trial

Doonza Pro+ is a subscription sold by Doonza to providers, for the needs of their activity as a provider. Two plans exist: monthly and yearly. At the date of this version, the price is CHF 39 per month or CHF 390 per year for a provider established in Switzerland, and €35 per month or €350 per year for a provider established in France. Founding members: the first 50 Doonza Pro+ subscribers (number at the date of this version) get six months free, then half price at each renewal, for as long as that subscription runs, monthly or yearly change included; a new subscription after cancelling does not keep this benefit. The place is reserved when the payment opens and released if the subscription does not start within 24 hours; nothing is charged during the free months. The applicable price, its currency and its billing period are shown before subscribing; no VAT is calculated or added, and each paid charge gives rise to an invoice excluding tax, described in the article “Doonza Pro+: invoicing” of the provider terms. A free trial may be offered on a first subscription: its length is shown before subscribing, and the first charge occurs at its end unless the subscription has been cancelled. Without a trial, the first charge occurs on subscribing. Subscribing requires ticking the box by which the provider accepts the Doonza Pro+ terms and the automatic renewal and, for a provider who has not declared a business number, the box by which they request immediate performance of the subscription (see the article on the right of withdrawal); card payment is handled by our payment partner, without leaving Doonza.

19. Doonza Pro+: renewal and cancellation

The subscription has no minimum term and renews automatically at each due date, at the price of the chosen plan, by a charge on the saved card. The provider cancels it at any time from the Doonza Pro+ page of their area: cancellation takes effect at the end of the period already paid, with no refund of the current period (apart from withdrawal, see the next article), and the benefits remain until that date. Until then, they may withdraw their cancellation. If Doonza suspends the Doonza Pro+ offer, a current subscriber keeps access to the Doonza Pro+ page of their area and can still cancel or change plan there; during the suspension, the benefits of the subscription do not apply.

20. Doonza Pro+: unpaid charge and change of plan

If a charge fails, our payment partner retries it according to its retry schedule. While the charge is unpaid, the Doonza Pro+ benefits are suspended — reduced commission, priority on requests, ranking and “Pro” label — and resume upon payment; if the due amount remains unpaid at the end of the retries, the subscription ends. The provider may switch from the monthly plan to the yearly plan, or the reverse: the amount is adjusted pro rata by our payment partner, and the new price is shown before confirming.

21. Doonza Pro+: right of withdrawal

A provider who has not declared a business number (a non-professional provider) may withdraw from their Doonza Pro+ subscription, without giving a reason, within 14 days of subscribing, from the Doonza Pro+ page of their area. For the subscription to start immediately, they tick at subscription the box by which they request immediate performance and acknowledge that, if they withdraw, they are refunded pro rata for the days not used; the box is not pre-ticked, the subscription cannot be taken out without it, and Doonza records the date and time of that request. Withdrawal ends the subscription at once, with its benefits. Doonza then refunds, to the payment method used, the amount of the last paid period pro rata for the days not used: the amount, calculated by Doonza, is shown before confirmation, and the day of the request counts as used. During a free trial nothing has been charged and nothing is refunded. A provider who has declared a business number takes out Doonza Pro+ for the needs of their professional activity: the right of withdrawal provided for distance contracts with a consumer does not apply to them, and they do not have the box to tick. In every case, ordinary cancellation remains possible at any time, with effect at the end of the paid period and with no refund of the current period.

22. Doonza Plus: purpose, price and subscription

Doonza Plus is a subscription sold by Doonza to customers. Two plans exist: monthly and yearly. At the date of this version, the price is 6.90 CHF per month or 69 CHF per year for a customer based in Switzerland, and €5.99 per month or €59 per year for a customer based in France. The applicable price, its currency and its frequency are shown before subscribing; Doonza neither calculates nor invoices VAT on the Doonza Plus subscription, subject to the tax review, and issues no numbered invoice for it; mission receipts remain subject to the statement “VAT: to be determined according to the country of the service”. A free trial may be offered on a first subscription: its length is shown before subscribing, and the first charge takes place at its end if the subscription has not been cancelled. Without a trial, the first charge takes place at subscription. Subscribing requires ticking two boxes, neither pre-ticked: the one by which the customer accepts the Doonza Plus terms and the automatic renewal, and the one by which they request that the subscription starts immediately (see the article on the right of withdrawal). Card payment is handled by our payment partner, without leaving Doonza.

23. Doonza Plus: benefits

While the subscription is active or in trial, it entitles the customer to: (1) service fees of 4% of the job amount instead of 9% (rates at the date of this version), with no cap, on accepted offers and on direct bookings whose payment is opened while the subscription is active; the rate is set by Doonza when the payment is opened, shown before payment and kept on that payment, even after the subscription ends; (2) priority flagging of your messages to support and of your Guarantee claims to the Doonza team; (3) the late claim of the Doonza Guarantee and (4) the credit on Doonza Regular occurrences, described in the next two articles. Doonza Regular occurrences do not get the Doonza Plus rate: their amount is agreed when the series is created and charged outside a session, at the fee rate accepted at that time, which at the date of this version is that of any customer (4%). Doonza Plus changes neither the cancellation scale nor the rules of the Doonza Guarantee during the 48 hours after the end of the day of the job, which remain those of these terms.

24. Doonza Plus: late Guarantee claim

After the ordinary Doonza Guarantee window (48 hours after the end of the day of the job), a customer whose Doonza Plus subscription was active when the job was due to start (the agreed date and time, failing which the start of the day of the job, Zurich time zone) and still is when the claim is filed may file a late claim, up to 7 days after the end of the day of the job at the date of this version. Conditions: (1) only a job that was not as agreed is accepted, with at least one photo; the “provider did not show up” reason is not accepted after the 48 hours; (2) only one late claim is accepted per rolling 12-month period at the date of this version; a claim that Doonza rejects (decision “no action”) does not count towards it; (3) the late claim can only be filed once the provider’s payout has been sent, and as long as the Doonza Plus offer is available: if Doonza suspends the offer, no new late claim can be filed; (4) a booking accepts only one claim, ordinary or late; (5) the Doonza Plus subscription must be active when the claim is filed, not only when the job was due to start. The provider’s payout is not changed: it is still released 48 hours after the end of the day of the job, as for any customer; the late claim does not freeze it, cancel it or take anything back from it, and the provider is not debited. Doonza decides, with a reason visible to both parties: free redo, partial refund (between one cent and the price of the job), full refund or no action. A refund that is granted is paid by Doonza: it is returned to the card used for the payment, for the amount decided plus the service fees returned pro rata (in full for a full refund), up to what the card actually paid; a referral or Doonza Regular credit already deducted from the payment is not returned in cash. Property damage remains excluded from the Doonza Guarantee.

25. Doonza Plus: credit on Doonza Regular

While the subscription is active, each Doonza Regular occurrence paid out to the provider and not refunded counts towards a credit: every 10 occurrences at the date of this version, the customer earns a credit of 15 CHF (€14 for a customer in France), 3 credits at most over a rolling 12 months. An occurrence counts when it is paid out while the subscription is active; an occurrence that is refunded, or whose payment dispute is lost, stops counting as long as it has not been used to earn a credit, and a credit that has been earned is never taken back. The credit is deducted from the price to pay for an upcoming occurrence of a series (it does not apply to an ordinary booking), from Doonza’s share and not from the provider’s: the provider is paid in full, the commission and service fees are calculated as usual, and the credit is reserved on the occurrence before the charge. It applies to an occurrence only if it fits entirely within Doonza’s share of that occurrence (commission and service fees) and leaves at least 1 to pay; otherwise it waits for a larger occurrence. Only one credit applies to an occurrence, the one closest to its expiry. If the occurrence is not paid (cancelled for lack of payment, skipped, handed to a replacement) or if it is refunded, the credit is given back to the customer, under the same rule as the referral credit, with its normal validity period from the return. The credit is valid for 12 months from the day it is earned; a credit that has been earned and not used is no longer due when the subscription ends, and it does not come back if the customer subscribes again. The service fees of Doonza Regular remain those of the series (4% at the date of this version).

26. Doonza Plus: renewal, cancellation and unpaid charges

The subscription has no minimum term and renews automatically at each due date, at the price of the chosen plan, by charge to the saved card. The customer cancels it at any time from the Doonza Plus page of their area: cancellation takes effect at the end of the period already paid, with no refund of the current period (apart from withdrawal, see the next article), and the benefits remain until that date. Until then, they may withdraw their cancellation. If Doonza suspends the Doonza Plus offer, a current subscriber keeps access to the page of their area and can still cancel or change plan there; during the suspension, the benefits do not apply. If a charge fails, our payment partner retries it according to its retry schedule; while the charge is unpaid, the benefits are suspended and resume on payment, and if the amount remains unpaid at the end of the retries, the subscription ends. The customer may switch from the monthly to the yearly plan, or the reverse: the amount is prorated by our payment partner, and the new price is shown before confirmation.

27. Doonza Plus: right of withdrawal

The customer, as a consumer, may withdraw from their Doonza Plus subscription, without giving a reason, within 14 days of subscribing, from the Doonza Plus page of their area. For the subscription to start immediately, they tick at subscription the box by which they request immediate performance and acknowledge that, if they withdraw, they are refunded pro rata for the days not used; the box is not pre-ticked, the subscription cannot be taken out without it, and Doonza records the date and time of that request. Withdrawal ends the subscription at once, with its benefits. Doonza then refunds, to the payment method used, the amount of the last paid period pro rata for the days not used: the amount, calculated by Doonza, is shown before confirmation, and the day of the request counts as used. During a free trial nothing has been charged and nothing is refunded. The service fee reduction already applied to job payments during the subscription is not charged back to the customer following withdrawal: each payment keeps the fees calculated when it was opened. After the period, ordinary cancellation remains possible at any time, with effect at the end of the paid period.

28. Boost

Price. The Boost is a single purchase, not renewed, paid by card in the app. The price depends on the duration and on the currency of the region’s country: 7 days, CHF 9 or €8; 30 days, CHF 29 or €26. The price shown on screen at the time of purchase is the price paid; it is fixed when the purchase is created. The price is a price excluding tax. Each paid Boost gives rise to an invoice excluding tax issued by STM GROUP LLC, numbered in the same sequence as Doonza Pro+ invoices and downloadable from the provider’s space. For a provider established in France it carries the mention “Autoliquidation — art. 283-2 du CGI” followed by the customer’s 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. A refund gives rise to a credit note.

29. Boost: slots and waiting queue

At most 3 Boosts are active at the same time per region and per category (this cap is a Doonza setting), and a provider has only one Boost running or queued on a given slot. If the slot is full when the payment is made, the purchase is queued and starts as soon as a place frees up; the 7 or 30 days only start then. A purchase not paid within 24 hours is cancelled without any charge.

30. Boost: end and refund

The Boost ends when its duration is over, with no renewal. If, while it runs, the provider’s account is suspended or deleted, or the region is closed, the Boost stops and Doonza refunds pro rata for the days not run (in full if the purchase was still queued), to the payment method used. Right of withdrawal. A provider acting as an individual (no business number declared) may withdraw, without giving a reason, within 14 days of payment, while the Boost is running or queued, from the list of their Boosts: Doonza then refunds the unused days pro rata (in full if the Boost had not started), to the payment method used. At payment, they request immediate performance of the Boost by ticking a mandatory box, the date of which is kept; once the Boost has been fully performed, they can no longer withdraw. A provider acting in a professional capacity (business number declared) has no right of withdrawal. Outside these cases, a paid Boost is not refundable.

31. Complaints, dispute resolution and applicable law

Any complaint is addressed to hello@doonza.com, stating the account address and the request concerned. It is examined by a person and receives a reasoned reply at that same address within fifteen days. If the reply does not satisfy the customer, they keep all their remedies before the competent courts. The European online dispute resolution platform, to which online merchants used to refer, was closed by the European Union on 20 July 2025: it is no longer accessible. These terms have been in force since 26 September 2026; the version applicable to a booking is the one published on the day of payment. The applicable law and the competent court are those of the habitual residence of the consumer customer, and the mandatory protections they enjoy are not set aside by any provision of these terms. This translation is provided for convenience; the French version prevails.