Welcome to Manny. These Terms and Conditions ("Terms") govern your access to and use of the Manny platform, website, and services (collectively, the "Platform"). By accessing or using our Platform, you agree to be bound by these Terms.

1. Definitions and Operator Disclaimer

• "Platform" means the Manny website, mobile applications, and all related services.
• "Customer" means an individual or entity requesting home maintenance or repair services through the Platform.
• "Technician" means an independent contractor registered on the Platform to provide services.
• "Service" means any home maintenance, repair, or installation work arranged through the Platform.
• "We," "Us," "Our" refers to Manny, currently operated as a pre-launch Beta project from the Netherlands.

2. Platform Overview

Manny is a digital marketplace platform that connects Customers with independent contractor Technicians. Manny does not provide home maintenance services directly.

2.1 Platform Role

• Providing a platform for Customers to post service requests
• Allowing Technicians to view and accept service requests
• Facilitating scheduling and communication between parties
• Processing payments on behalf of Technicians via Stripe
• Providing customer support for platform-related issues

3. Independent Contractor Relationship

All Technicians on the Platform are independent contractors, not employees, agents, or partners of Manny.

3.1 Standardized Platform Terms

All services booked through the Platform are governed exclusively by these Terms and Conditions. Technicians may not impose their own individual contracts, terms, or policies on Customers for services arranged through Manny.

• By registering as a Technician, you agree to provide services under these standardized Terms
• Individual contractor policies, waivers, or separate terms of service are not permitted
• All pricing, cancellation policies, payment terms, and dispute resolution follow Platform guidelines
• This ensures consistency, fairness, and transparency for all Customers using the Platform
• Technicians who attempt to bypass Platform terms or collect payment outside the Platform may be suspended or permanently banned

4. Account Registration and Eligibility

To use the Platform, users must be at least 18 years old, provide accurate information, and maintain account security.

5. Services and Bookings

The Platform facilitates bookings between Customers and Technicians. Manny is not responsible for service performance or quality.

6. Pricing and Payments

6.1 How Pricing Works

Manny uses a transparent, two-step pricing system to ensure fairness and clarity for both Customers and Technicians.

Step 1: Technician Profile Rates (For Comparison Only)

• Hourly Rate: Technicians set their hourly rate when creating their profile (within Platform limits)
• Service Quote Templates: Technicians may optionally create generic quote templates for common services by setting:
  • Minimum hours (shortest typical duration)
  • Typical hours (most common duration)
  • Maximum hours (longest typical duration)
  • Prices are calculated automatically: Hours × Hourly Rate (e.g., 1h-3h at €50/hr = €50-€150 range)
• These are estimates only: Profile rates and quote templates are displayed to help Customers compare technicians during the selection process
• Not binding: These generic quotes are NOT the final price - they are reference estimates only
• Future updates allowed: Technicians may update their profile quotes at any time, but changes only apply to NEW requests - existing approved quotes remain unchanged

Step 2: Job-Specific Quote (Binding Price)

• Review Process: After a Customer selects a Technician, the Technician reviews the service request, photos, and videos
• Specific Estimate: The Technician provides a job-specific quote including:
  • Expected duration (hours)
  • Hourly rate (must match their profile rate)
  • Total estimated cost
  • Any materials or additional fees
• Customer Approval Required: The job cannot proceed until the Customer approves this specific quote
• Price Lock: Once approved by the Customer, the hourly rate and estimate are locked and cannot be changed by the Technician
• Escrow Payment: Upon approval, the estimated amount is authorized and held in escrow via Stripe

6.2 Final Payment Based on Actual Time

The Platform uses server-authoritative time tracking to record actual work time. Final payment is calculated based on actual time worked, using the approved hourly rate.

• If actual time is LESS than estimated: Customer is refunded the difference automatically
• If actual time is MORE than estimated: Customer is notified and must approve the additional charge before payment is processed
• Hourly rate never changes: The rate approved in the quote remains fixed - only the duration may vary based on actual work time
• Itemized breakdown: Customers receive a detailed receipt showing: actual time worked, hourly rate, platform fees, and total charge

6.3 Price Protection and Restrictions

• No price changes after approval: Technicians cannot increase their hourly rate or add unexpected fees after the quote is approved
• Rescheduling does not affect pricing: If a job is rescheduled, the original approved quote remains valid - only the scheduled time changes
• Emergency service multipliers: For emergency requests, emergency rate multipliers (1.25x - 1.75x) are clearly displayed and applied to the hourly rate before quote approval
• Materials and additional work: Any materials or additional work not included in the original quote must be approved by the Customer before proceeding
• Dispute resolution: If there are disagreements about time worked or charges, refer to Section 13 (Dispute Resolution)

6.4 Payment Processing

All payments are processed via Stripe with applicable service and processing fees deducted. Customers agree to pay the total price displayed at the time of quote approval, which may include platform fees and transaction fees.

Fee Development Disclaimer: All current pricing models, service fees, and commission rates displayed during the Beta phase are experimental and provided for testing purposes only. These rates are under review and may be revised, adjusted, or replaced prior to the official public release of the Platform. Final fee structures will be communicated to all users before production launch.

Manny uses Stripe for secure payment processing. By using the Platform, you agree to Stripe's Terms of Service and Privacy Policy . Manny does not store or handle full payment card details directly.

6.5 Technician Platform Fees

Technicians pay a monthly Platform Access Fee based on their earnings through the Platform:

• Platform Fee Rate: 10% of monthly earnings through the Platform
• Monthly Cap: Maximum €149 per month, regardless of total earnings. Once you earn €1,490 or more in a month, no additional fees apply.
• Billing Cycle: Platform fees are calculated monthly and automatically deducted from technician earnings or charged to the registered payment method.
• Zero Earnings Protection: If you earn €0 in a month, you pay €0. You only pay when you earn.

6.6 Customer Platform Fees

Customers pay a Platform Service Fee on each completed service:

• Service Fee: 10% of the service amount, capped at €40 per job
• Processing Fee: 3% payment processing fee (Stripe transaction costs)
• Transparent Display: All fees are clearly displayed before payment authorization

7. Cancellation and Rescheduling

*Note: All refund percentages and platform fees mentioned in this section apply to the Beta phase and may change before public launch as Manny finalizes its pricing model.*

7.1 Customer Cancellations

Customers may cancel bookings according to the following tiered refund policy:

• 24+ hours before scheduled time: 100% refund, no cancellation fee
• 2-24 hours before scheduled time: 80% refund, 20% cancellation fee
• Less than 2 hours before scheduled time: 50% refund, 50% cancellation fee
• After job has started or no-show: 0% refund, 100% charged

Cancellation fees help compensate Technicians for blocked time slots and preparation efforts. All refunds are processed automatically through Stripe within 5-10 business days.

7.2 Technician Cancellations

If a Technician cancels after accepting a job:

• Customer receives a full refund of any authorized or charged amounts
• Technician may receive negative feedback on their profile
• The cancellation is recorded in the Technician's account history
• Repeated cancellations may result in account review and potential suspension
• Emergency cancellations (illness, family emergency) should be communicated immediately through the Platform

7.3 Rescheduling

Customer-Initiated Rescheduling: Customers can request to reschedule appointments through the Platform.

• Reschedule requests are sent to the assigned Technician for approval
• Technician must approve or reject the new proposed time
• If approved, the job is rescheduled and both parties are notified
• If rejected, the original time remains or the customer may cancel per the cancellation policy

Technician-Initiated Rescheduling: Technicians cannot directly reschedule through the Platform.

• If a Technician needs to change the appointment time, they must contact the Customer directly via Platform messaging
• Both parties must agree on a new time through communication
• Once agreed, the Customer must submit the reschedule request through the Platform with the new agreed-upon time
• The Technician then approves the request, and the job is officially rescheduled

7A. Time Tracking and Billing

7A.1 Server-Authoritative Time Tracking

To ensure accurate and fair billing, Manny uses a server-authoritative time tracking system:

• Start Time: Technicians start the timer when work begins - timestamp recorded by server
• Pause Functionality: Technicians can pause the timer for breaks, travel, or waiting periods
• Resume Functionality: Timer can be resumed when work continues
• End Time: Timer stops when work is completed
• Actual Time Calculation: Only active work time is billed - paused time is excluded

7A.2 Time Session Details

Each job has a time tracking session with the following information recorded:

• Session Status: Active, Paused, Completed, or Terminated
• Start Timestamp: Exact date and time work began
• Pause Events: All pause and resume events are logged with timestamps
• Total Duration: Calculated automatically by the server
• Paused Duration: Total time the job was paused (not billed)
• Billable Time: Total duration minus paused time
• Metadata: IP address and timezone are logged for security and dispute resolution

7A.3 Billing Based on Actual Time

Final charges are calculated using the tracked billable time:

• Minimum 30-minute billing applies to total billable time
• Time is rounded to the nearest 15-minute increment after the 30-minute minimum
• Emergency service multipliers (1.25x, 1.5x, 1.75x) apply to the hourly rate
• Platform fees (10%, capped at €40) and processing fees (3%) are calculated on the service amount
• Customers receive itemized breakdown showing: actual time worked, rate applied, fees, and total charge

7A.4 Time Tracking Transparency

Both Customers and Technicians can view time tracking details:

• Live Updates: Customers can see when a job is in progress
• Pause Notifications: Customers are notified when the timer is paused
• Completion Summary: Both parties receive a detailed time breakdown after job completion
• Dispute Resolution: Time tracking logs are available for dispute resolution if needed

7B. Receipts and Invoices

7B.1 Automatic Receipt Generation

Upon successful payment, Manny automatically generates and sends receipts:

• PDF Format: Professional receipts generated in PDF format
• Email Delivery: Receipts are automatically sent to both Customer and Technician email addresses
• Sequential Numbering: Each receipt has a unique sequential number for record-keeping
• Immediate Delivery: Receipts are sent within minutes of payment processing
• Accessible: Receipts can also be downloaded from your account dashboard

7B.2 Receipt Contents

Receipts include the following information:

• Manny Branding: Official receipt header with Manny logo
• Receipt Number: Unique identifier for the transaction
• Date and Time: When the service was completed and payment processed
• Service Details: Description of service performed, category, and specific service type
• Time Breakdown: Actual hours worked, hourly rate, and any emergency multipliers
• Fee Breakdown:
  • Service amount (Technician's earnings)
  • Platform service fee (10%, max €40)
  • Payment processing fee (3%)
  • Total amount charged
• Customer Information: Name and email address
• Technician Information: Business name, KvK number (if applicable)
• Payment Method: Last 4 digits of card used or payment method type

7B.3 Tax and Accounting

For Customers: Receipts serve as proof of payment for personal or business expense tracking.

For Technicians: Receipts document income received. Technicians are responsible for:

• Maintaining their own tax records
• Reporting income to tax authorities as required
• Issuing VAT invoices if VAT-registered (Manny receipts are not VAT invoices)
• Consulting with a tax professional regarding their tax obligations

7C. Email and Notification Preferences

7C.1 Email Notification Types

Manny sends the following types of email notifications:

• Account & Security (Cannot Opt-Out):
  • Email verification
  • Password reset requests
• Job & Service Updates (Cannot Opt-Out):
  • Job status changes (started, paused, resumed, completed, cancelled)
  • Completion request notifications (when technician requests approval)
  • Completion approval notifications (when customer approves work)
  • Completion dispute notifications (if work is disputed)
  • Reschedule requests and responses
• Payment Notifications (Cannot Opt-Out):
  • Payment authorization required
  • Payment authorized successfully
  • Final payment required
  • Final payment completed
  • Payment failed alerts
  • Payment receipts (PDF attached)
• Communication Notifications (Can Customize in Settings):
  • New messages in job chat
  • Rating and review notifications (when you receive a rating)

Note: Marketing emails and newsletters are not currently sent by the platform. All notifications are service-related and necessary for platform operation.

7C.2 Managing Email Preferences

You can manage your email preferences for optional notifications:

• Account Settings: Visit your account settings/preferences page to customize which notifications you receive
• Chat Message Notifications: Can be enabled or disabled in your email preferences
• Rating Notifications: Can be customized to receive or skip rating alerts
• Transactional Emails: Cannot be disabled as they are required for platform operation and your account security

Note: Most notifications are transactional and essential for service delivery. Only communication-related notifications (chat messages, ratings) can be customized.

7C.3 In-Platform Notifications

In addition to emails, you receive in-platform notifications:

• Real-time notifications appear in the notification bell icon in your dashboard
• Notification history is accessible from your account
• Notifications are stored in the database and persist across sessions
• In-platform notifications mirror email notifications for important updates

8. Ratings and Reviews

8.1 Review System Overview

After service completion, both Customers and Technicians can provide ratings and reviews to maintain platform quality and help future users make informed decisions.

8.2 Technician Ratings and Reviews (PUBLIC)

Important: All ratings and reviews for Technicians are publicly visible and displayed to potential customers.

• Public Display: Technician ratings (1-5 stars) and customer review comments are publicly displayed on:
  • Technician profile pages
  • Technician selection lists when customers are choosing who to hire
  • Search results and technician matching interfaces
• What's Visible: Customers can see:
  • Average star rating (calculated from all completed jobs)
  • Total number of reviews
  • Individual review comments from past customers
  • Date of each review
• Review Content: Customer reviews may include:
  • Star rating (1-5 stars, where 5 is excellent)
  • Written feedback about service quality, professionalism, and experience
  • Specific details about the service performed
• Privacy Note: By accepting jobs as a Technician, you consent to having your performance publicly rated and reviewed by customers

8.3 Customer Ratings (PRIVATE)

Technicians may rate Customers after service completion to help maintain platform quality. Customer ratings are not publicly displayed and are only used internally by Manny to identify problematic users.

8.4 Review Guidelines and Policies

• Honesty Required: Reviews must be honest, accurate, and based on actual service experience
• Prohibited Content: Reviews may not contain:
  • Offensive, abusive, or defamatory language
  • Personal attacks unrelated to service quality
  • Discriminatory comments based on protected characteristics
  • False or misleading information
  • Personal contact information
• Permanence: Reviews cannot be edited after submission
• Dispute Process: Reviews may be disputed through our support team at support@mannyfix.com
• Removal Rights: Manny reserves the right to remove reviews that violate our content guidelines or Terms
• Verification: Only customers who have completed a paid service with a Technician can leave reviews

9. Community Features

The Platform includes community features where Technicians can share tips, advice, and showcase work. When using community features:

• Be respectful and professional in all interactions
• Do not share confidential or proprietary information
• Do not use the community for direct solicitation outside the Platform
• Respect intellectual property rights of others
• Report inappropriate content to Manny

10. Liability and Disclaimers

10.1 Platform Provided "As Is"

The Platform is provided "as is" and "as available" without warranties of any kind, either express or implied. We do not guarantee that the Platform will be uninterrupted, error-free, or secure.

10.2 No Liability for Technician Services

Important: Manny is NOT responsible for:

• The quality, safety, or legality of services performed by Technicians
• Property damage, personal injury, or losses resulting from services
• Disputes between Customers and Technicians regarding service quality
• Technician qualifications, credentials, or compliance with laws
• Any actions or omissions of Technicians before, during, or after service provision

10.3 Technician Insurance Requirement

All Technicians are required to maintain their own professional liability insurance. Customers acknowledge that Manny does not provide insurance coverage for services performed through the Platform.

10.4 Limitation of Liability

To the maximum extent permitted by law, Manny's total liability for any claims arising from your use of the Platform shall not exceed the amount of fees paid by you to Manny in the 12 months preceding the claim.

10.5 Indemnification

You agree to indemnify and hold harmless Manny from any claims, damages, losses, or expenses (including legal fees) arising from: (a) your use of the Platform, (b) your violation of these Terms, (c) services performed or received through the Platform, or (d) your violation of any rights of another party.

11. Intellectual Property

All content on the Platform, including logos, text, graphics, software, and design, is owned by Manny or its licensors and protected by copyright and trademark laws. You may not copy, reproduce, or distribute Platform content without written permission.

12. Privacy and Data Protection

Your use of the Platform is subject to our Privacy Policy, which explains how we collect, use, and protect your personal data in compliance with GDPR/AVG and other applicable laws.

13. Dispute Resolution

13.1 Platform Disputes

For disputes regarding the Platform itself (billing errors, account issues, etc.), please contact our support team at support@mannyfix.com. We will work to resolve issues within 14 business days.

13.2 Service Disputes

Disputes between Customers and Technicians regarding service quality should first be addressed through the Platform's dispute resolution system. Manny may mediate but is not obligated to resolve such disputes.

13.3 Governing Law

These Terms are governed by the laws of the Netherlands. Any legal action must be brought in the courts of the Netherlands.

14. Prohibited Conduct

You may not:

• Use the Platform for any illegal purpose or in violation of any laws
• Circumvent the Platform to arrange services or payments directly: You are strictly prohibited from:
  • Exchanging personal contact information (phone numbers, email addresses, social media handles) with other users
  • Communicating outside of the Platform's messaging system
  • Arranging services or accepting payments outside of the Platform
  • Encouraging or soliciting other users to transact off-platform
• Create multiple accounts or share accounts with others
• Post false, misleading, or fraudulent information
• Harass, threaten, or abuse other users
• Attempt to gain unauthorized access to the Platform or other users' accounts
• Use automated systems (bots, scrapers) to access the Platform
• Reverse engineer, decompile, or attempt to extract source code

15. Platform Communications & Messaging

15.1 In-Platform Messaging System

All communication between Customers and Technicians must occur exclusively through the Platform's built-in messaging system. This ensures transparency, security, and dispute resolution capabilities.

15.2 Message Availability Timeline

The messaging system for a specific job is available during the following periods:

• Available: Once a Technician accepts a job and payment is authorized, communication becomes available
• Available During: While the job is confirmed, approved, or actively in progress
• Unavailable: Once a job is marked as completed or cancelled, the chat is automatically closed
• Unavailable: Messages cannot be sent or received for jobs that have been completed or cancelled

15.3 Job Start Restrictions

To ensure proper authorization and scheduling compliance, Technicians are subject to the following restrictions when starting jobs:

• Payment Authorization Required: Technicians cannot start a job until the Customer has authorized payment. The Platform displays "Payment Authorization Required" until this is completed.
• Scheduled Time Window: Technicians can only start a job within 2 hours of the scheduled start time. If the job is scheduled more than 2 hours in the future, the Platform displays a countdown (e.g., "Starts in 4 hours and 34 minutes").
• Early Start Prohibition: Technicians cannot bypass the scheduled time restriction. Jobs must wait until they are within the 2-hour window before the scheduled time.
• Start Button Availability: The "Start Job" button only becomes available when both conditions are met:
  • Payment has been authorized by the Customer
  • Current time is within 2 hours of the scheduled start time

Purpose: These restrictions protect both Customers and Technicians by ensuring proper payment authorization and preventing jobs from starting at unexpected times.

15.4 Message Content Guidelines

All messages are subject to content moderation and security filtering. You may not send:

• Personal contact information (phone numbers, email addresses, social media handles)
• External links or URLs (except when required for service-related documentation)
• Spam, promotional content, or solicitations
• Abusive, threatening, or harassing content
• Requests to communicate or transact outside the Platform

15.5 Security & Monitoring

To ensure platform integrity and user safety:

• Messages are rate-limited to 30 messages per minute per user to prevent spam
• All messages are automatically sanitized to prevent security vulnerabilities (XSS attacks)
• Manny reserves the right to review messages for policy violations and dispute resolution
• Messages may be used as evidence in dispute resolution processes

16. General Communications from Manny

By using the Platform, you consent to receive electronic communications from Manny, including:

• Transactional emails (booking confirmations, receipts, notifications)
• Service updates and platform announcements
• Marketing communications (you may opt out at any time)

17. Modifications to Terms

We reserve the right to modify these Terms at any time. We will notify you of material changes via email or Platform notification at least 14 days before they take effect. Your continued use of the Platform after changes constitutes acceptance of the modified Terms.

18. Beta Testing Acknowledgment

During the Beta phase, you acknowledge that:

• Features and functionality may change without notice
• Service availability may be limited or interrupted
• Data may be deleted or reset during testing phases
• You may be asked to provide feedback on your experience
• Manny may modify, suspend, or discontinue features at any time

19. Contact Information

For questions, concerns, or notices regarding these Terms, please contact us:

20. Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

21. Entire Agreement

These Terms, together with our Privacy Policy and Cookie Policy, constitute the entire agreement between you and Manny regarding use of the Platform.