Terms of use

This translation is provided for convenience; the French version prevails. The framework for using Doonza, everyone’s role and the rules of the community.

1. Purpose and scope

Doonza is a platform that connects people looking for a service at home with people who offer it. It is operated by STM GROUP LLC, whose details appear in the legal notice. These terms govern access to the public website doonza.com and to the signed-in space app.doonza.com; they apply to anyone who creates an account there. The service opens country by country and region by region: Switzerland and France are open, Belgium is not. A request only reaches the providers of its region. Browsing the website does not conclude any service contract.

2. Doonza’s role

Doonza provides a matching service, the collection of the price and the safekeeping of the funds until the job is done. It performs no service, employs no provider and is not a party to the service contract concluded between the customer and the provider. It does not choose the provider in the customer’s place, and guarantees neither the availability, nor the response time, nor the result of a job. Doonza’s own obligations — running the service, collecting and paying out correctly, handling reports, protecting data — remain fully its own. The cancellation rules, including the scale applied when the customer cancels less than 24 hours before the job (30% then 50% of the job amount to the provider, without commission), appear in the terms of sale and are repeated, amounts included, before any cancellation is confirmed.

3. Marketplace information

Doonza is an online marketplace within the meaning of article L111-7 of the French Consumer Code. Offers are made by independent providers, with no capital ties to Doonza. Each profile states whether the provider acts as a business or as an individual, according to their own declaration. Where the provider is an individual, the service contract is concluded between individuals: the consumer-protection rules that bind a business, notably the right of withdrawal and the statutory guarantee of conformity, do not apply to that contract; those that bind Doonza to the customer for its own service remain applicable. Doonza is paid by a commission taken from the provider and by a service fee paid by the customer, described in the terms of sale; no other remuneration changes the order of display. The detail of the ranking criteria appears below.

4. Account and sign-up

Creating an account requires an email address and a password, or a sign-in with Google, as well as a first name, a last name, a country and a region. You must be at least eighteen years old: the service is open only to adults living in an open region, and is not aimed at minors. The role chosen at sign-up does not change; a customer account can, however, also become a provider from the Doonza Pro app. The account information must be accurate and kept up to date; the account holder protects their access and reports any unauthorised use without delay. Sign-up and sign-in are limited in the number of attempts, per IP address and per email address, to prevent mass creation of accounts. The password and the email address are changed from the account settings, and both require the current password: an open session left unattended is not enough to take over an account. The account is deleted from the settings: this erases what identifies the person, including their profile photo, but the before/after photos of a job and the photos of a Guarantee claim, which prove an operation, are kept for twelve months after the end of the job, the decision on the claim or the closing of the dispute, then erased automatically (details in the privacy policy). 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.

5. Requests and listings

A request describes the expected result, the place, the access and the constraints, without sensitive data. As long as it is not published, it can be edited; once published, it can no longer be edited but can be withdrawn as long as nothing is committed — no accepted offer, no booking, no payment other than failed or refunded. A cancelled request can be republished: it comes back unpublished, to be reviewed. A listing must not promise any qualification, insurance or availability that it cannot demonstrate. Illegal or dangerous work, and work outside the open categories, has no place on Doonza, which is, moreover, not suited to emergency situations.

6. Exchanges and conduct

Exchanges go through the messaging of the signed-in space and remain tied to the project. Harassment, discrimination, threats, impersonation and fraudulent solicitation are forbidden. Anyone can report a request, an offer or a message that concerns them, with a reason taken from a short list and an optional detail; Doonza’s administration handles each report and can hide the content concerned. A hidden content remains readable by its author, who sees the mention “hidden by Doonza”. No moderation is provided in real time, and no sanction or decision concerning a person is taken automatically: every decision is taken by a person. One technical measure applies automatically, to everyone, before the booking: as long as no offer has been accepted between a customer and a provider on a request, the phone numbers and email addresses automatically recognised in their messages, in offers and in the title or description of requests are replaced by “••••••••” when sent, and the text is stored masked in that way — Doonza does not keep the recognised contact detail in clear, and the sender is told. 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. Once the offer is accepted, new messages are no longer masked; messages sent before remain masked. The contact details needed for the job are then available through the job page. This masking is neither a sanction nor a judgement on the person.

7. Reviews, replies and ranking

The customer of a booked job whose date has passed can leave a review, only one per job: a rating from 1 to 5 and an optional comment. No review is bought, solicited in exchange for anything or written by Doonza; a review always concerns a job paid for on the platform. Its author can correct it for forty-eight hours from the moment it is posted; after that it is frozen, and a hidden review can no longer be edited. The provider can reply to it once, publicly; that reply cannot be edited. Both dates are displayed. Only published reviews count towards the average, and a provider with no review shows “no reviews yet”. Doonza can hide a review or a reply separately, each with its own reason; it never rewrites them. Reciprocal reviews: the selected provider also rates the customer — punctuality, access to the place, respect, from 1 to 5, and an optional comment —, 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 in turn, or at the latest fourteen days after it was posted; it is then revealed. The review of a customer is readable only by the customer concerned, its author and Doonza; other providers see only the customer’s average rating, never the detail. It is not published in the directory. Doonza can hide it with a reason, never rewrite it. Ranking: the provider 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 choose to sort by name, by years of experience or by date of arrival. The offers received on a request are displayed in their order of arrival; the requests offered to providers, from most recent to oldest. No placement can be bought.

8. Verification of providers

A provider is called “verified” only after two steps: the opening of their payout account with Stripe, which identifies them and must authorise them to receive transfers, then the review of their declaration — activity, experience, areas, presentation, status — by a member of the Doonza team. This mention 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.

9. Content and intellectual property

Everyone remains the owner of the texts and photos they publish and must hold the necessary rights, as well as the consent of the people and places shown. Doonza uses this content only to run the service: displaying it to the people allowed to see it and keeping it in the account. A provider can publish up to ten photos of past work; each one is decoded again, reduced and saved again on receipt, without the device’s metadata, GPS position included. These photos are private by default and then open only through a short-lived signed link: if the provider appears in the directory, any signed-in customer sees them on their profile; otherwise, only the customers to whom they have made an offer. The provider can choose to publish some of them, one by one, on their public profile: those are visible to everyone, with or without an account, until the provider withdraws them or Doonza hides them. The name Doonza, the website and the application belong to STM GROUP LLC.

10. Liability

Doonza answers for direct damage caused by a breach of its own obligations. Indirect damage — loss of opportunity, loss of business, loss of data, damage to reputation — is excluded. The compensation owed by Doonza is 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. Doonza is not responsible for the performance of the service itself, which is the provider’s responsibility.

11. Moderation, removal and recourse

Doonza can hide content that breaches these terms, and refuse or withdraw a provider’s verification in the event of a breach, a well-founded report or a risk to people; a provider whose verification is withdrawn can no longer submit offers. Doonza can also suspend an account, customer or provider, in the event of a breach, a well-founded report or a risk to people: the person can still sign in, but can no longer book, be booked or receive a transfer while the suspension lasts. The suspension does not cancel or refund anything by itself; a payment awaiting payout resumes its course when the suspension is lifted. The reason for the suspension is sent to them by email as soon as it 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. The reason for a refusal or a withdrawal of verification is communicated to the person concerned, in their space and by email. Any decision can be contested by writing to hello@doonza.com; the complaint is examined by a person and receives a reasoned reply within fifteen days. Jobs already booked and payments in progress follow the rules of the terms of sale. A decision by Doonza deprives no one of their legal rights or of access to the competent courts.

12. Regular bookings

A customer can book the same provider on a regular basis. The automatic charging of each visit rests on the express authorisation the customer gives when creating the series; Doonza keeps its date. The customer remains free, at any time and free of charge, to pause the series, skip an unpaid visit or stop it; a visit that is already paid is cancelled under the policy of the Terms of Sale. The assigned provider can declare they are unavailable for a visit: Doonza then offers the customer a replacement, which they accept or decline. The “ Regular ” badge shows that a booking is part of a series: it is neither an approval, nor a qualification, nor insurance. The rules on price, payment and cancellation are those of the Terms of Sale. They can also stop the series, without any penalty; the customer is notified.

13. Doonza Pro+

Doonza offers providers an optional subscription, Doonza Pro+, governed by the “Doonza Pro+” article of the terms of sale and by the one in the provider terms. A subscribed provider carries the “Pro” label on their profile, in the directory of the signed-in area and on the public showcase. This label only states that the person has taken out the subscription: it is neither an accreditation, nor a qualification, nor an insurance, and Doonza does not answer for the provider’s work because of it. The subscription has no effect on the rules of matching, payment, the Doonza Guarantee and the cancellation scale, which apply to the customer in the same way whether or not the provider is subscribed.

14. Doonza Plus

Doonza offers customers an optional subscription, Doonza Plus, governed by the “Doonza Plus” article of the terms of sale. It reduces the service fees on your bookings and flags your messages to support and your Guarantee claims to the team as a priority. It has no effect on the rules of matching, payment and the cancellation scale, which apply in the same way whether or not the customer subscribes. It adds to the Doonza Guarantee a late claim and, on Doonza Regular, a credit, described in the terms of sale; it changes neither the provider’s work, nor the provider’s payout, nor Doonza’s liability. Priority support does not guarantee any response time, decision or replacement.

15. Boost

A provider may buy, for one specific slot (a region and a service category they practise), a 7- or 30-day promotion: the Boost. While it runs, the provider’s listing ranks first in the results for that slot and carries the “Sponsored” label, visible to customers in the signed-in directory and on the public showcase. The label only says that a purchase was made: it is neither an approval, nor a qualification, nor insurance, and Doonza is not liable for the provider’s work because of it. The Boost does not affect the rules of matching, payment, the Doonza Guarantee or the cancellation scale. It guarantees no request and no job.

16. Changes, duration and applicable law

These terms have been in force since 26 September 2026. Doonza may amend them; the applicable version is the one published on this page on the day of the commitment concerned, and any substantial change is announced in the signed-in space before it takes effect. An account can be deleted at any time from the settings, under the conditions described by the privacy policy. For consumers, the applicable law and the competent court are those of their place of habitual residence, and the mandatory protections they enjoy in their country are not set aside by any provision of these terms. For people acting in a professional capacity, these terms are governed by Swiss law, and the competent court is that of the defendant’s domicile or registered office. This translation is provided for convenience; the French version prevails.