A. English Terms & Conditions
1. Identification and scope
These Terms govern the VedleGo app, website and associated marketplace features operated by Vedle s.r.o., IČO 24572314, registered office Nové sady 988/2, 602 00 Brno, Czech Republic ('VedleGo', 'we'). Registered in the Commercial Register maintained by the Regional Court in Brno, file no. C 150510. Support, legal notices and complaints: podpora@vedlego.cz.
The Terms apply to customers and providers using the Platform in supported territories. Mandatory applicable laws take precedence. A separate Provider Agreement may impose additional business-to-business duties, but cannot displace mandatory customer rights.
2. Definitions
Customer: an adult individual or legal entity booking services, acting through a duly authorized representative if relevant. Provider: an independent entrepreneur or business duly registered with an IČO and legally authorized to offer the particular service. User: a customer, provider or visitor. Service: a permitted provider-supplied activity. Request: customer proposal awaiting provider acceptance; Confirmed Booking: provider-accepted request confirmed by the Platform. Service Agreement: agreement formed directly between Customer and Provider upon confirmation.
Provider Price: provider's independently determined rate, inclusive of normal travel. Platform Fee: an additional charge equal to 15 % of Provider Price, payable by the Customer and disclosed before booking; the Provider receives 100 % of the Provider Price, with no processing deduction. 'Verified' describes only checks actually performed; VedleGo does not currently offer a verified-provider badge.
3. Role of the Platform
VedleGo supplies digital matching, booking, payment facilitation and support; the independent Provider, not VedleGo, supplies the underlying Service. The Service Agreement is between Customer and Provider, who remains responsible for legally compliant, skilled and safe performance.
Provider verification and optional complaint assistance do not guarantee outcomes or constitute a general insurance promise. Nothing excludes VedleGo's liability for its own conduct where exclusion is legally prohibited. VedleGo may investigate serious complaints and seek lawful recovery from providers under applicable law or their agreement.
4. Accounts and eligibility
Customers and providers must be at least 18. Legal-entity customers act through authorized adults. Accounts must contain truthful current details, maintain credentials securely and report suspected misuse without undue delay.
At launch, each natural person performing a Provider service must use an individually approved provider profile and hold their own legally required entrepreneurial status and permissions; a corporate account does not authorize undisclosed employee substitutions or a company staff-management feature. No provider may replace the person accepted for a booking without prior platform approval and proper verification. Corporate onboarding workflows, if later introduced, require separate terms.
5. Providers and checks
Before becoming bookable, a Provider applies in the app with a business name, IČO, a short description, the services offered and an hourly rate. VedleGo reviews each application manually and approves it before the Provider can be booked. Approval requires that the IČO is found in the public business register ARES; an IČO that cannot be found there, or that belongs to a dissolved business, is not approved, and the registered office recorded in ARES is used as the Provider's registered address. Identity verification for payouts is carried out by Stripe during payout onboarding, not by VedleGo. VedleGo may request further identification, business-authorization or category-specific documents where a service requires them. The Provider must maintain all authorizations, immediately notify changes and cease offering services for which it lacks permission.
Additional safeguards apply to regulated care, nursing, health services, childcare, electrical/gas work and other legally controlled work. Criminal conviction data must not be solicited or processed unless a specific lawful ground and applicable safeguards have been confirmed. There are no routine insurance certificate checks for ordinary services; mandatory cover, if any, and category-specific requirements remain applicable. A profile is not a certification or general guarantee.
6. Permitted and prohibited services
Only services enabled on the Platform and lawful for that Provider and customer may be offered. Travel, accommodation and food delivery are outside the launch scope. Prohibited services include unlawful or unlicensed work, fraud, exploitation or trafficking, sexual services, unlawful weapons/drugs, violence, cruelty to animals, cybercrime, invasive surveillance and other activities creating serious unlawful harm.
VedleGo may restrict categories and content through proportionate, reasoned procedures and legal notice or appeal rights where applicable. Credible illegal or dangerous conduct may be referred to competent authorities where lawful or required; suspicion alone does not automatically entail a police report.
7. Booking and changes
The Customer supplies truthful description, location, access, safety and estimated duration. The Service Agreement is formed only after Provider acceptance; the booking details are shown in the app. The Provider is free to accept or decline within applicable Platform rules.
For assessment-sensitive onsite jobs (for example repairs and plumbing) the quoted duration is an estimate and may require adjustment following inspection. Extra work or time requires the Customer's express approval before extra chargeable work starts; at launch additional time is arranged as a new booking through the Platform (an existing booking cannot be extended in the app), without duplicate charging of the original booking. Providers can refuse dangerous, illegal or materially different work.
No off-platform settlement of additional work.
8. Payment and charging
Payments run in stages: (a) when the Customer books, the full amount shown (Provider Price plus the 15 % Platform Fee) is authorised (held) on the Customer's card through Stripe (a card entered in the app or, on iPhone, a card used through Apple Pay) — it is not yet charged; if the booking is cancelled before the Provider accepts, the hold is released; (b) the amount is captured (charged) when the Provider accepts the booking; (c) after completion, the Provider's earnings become eligible for transfer once the Customer approves completion or through the automatic approval that applies 24 hours after completion, subject to dispute and payment checks; (d) payout to the Provider's bank account is a separate operation. The booking interface discloses the Provider Price, 15 % Platform Fee, total payable and applicable cancellation conditions before an order creating a payment obligation is placed.
Payment is collected electronically through the Platform; off-platform payments are prohibited. Refunds, partial refunds, disputes and chargebacks are handled under applicable law, sections 10–11 and the payment provider's applicable terms.
Provider earnings are transferred to their Stripe Connect account under stage (c), subject to payment availability, lawful disputes, verification and applicable payment-provider constraints; Customer silence alone does not prevent the transfer. A complaint pauses an unreleased transfer pending proportionate review. Stripe-connected balance transfers and bank payouts are distinct.
9. Pricing, earnings, invoices and taxes
Providers freely set their own hourly Provider Price; normal travel expenses are included. VedleGo adds 15 % to that price, payable by the Customer. The Provider receives 100 % of the Provider Price; VedleGo makes no commission or processing deduction from it and bears payment-processing costs out of the Platform Fee.
Bank payouts from the Provider's Stripe balance follow the payout schedule of the Provider's Stripe account and Stripe and bank processing times. VedleGo's onboarding currently configures weekly payouts initiated on Fridays; this describes the current configuration, not a commitment to a payout day. A payout initiated on a Friday does not mean the money arrives in the bank that day; no specific transfer or bank arrival time is guaranteed.
VedleGo issues its own document for the Platform Fee. The Provider issues their own document for the Provider's Service, in accordance with the Provider's applicable duties; VedleGo does not issue documents on a Provider's behalf. A document can be requested through podpora@vedlego.cz: VedleGo provides its own document and forwards a request for the Provider's document to the Provider, who issues it to the Customer. The payment receipt that Stripe may send is evidence of payment only and is not a tax document. No automatic delivery of documents is promised. Every tax document must identify the legally correct issuer and supply. The Provider remains responsible for their taxes and service-specific invoicing obligations; VedleGo remains responsible for its own VAT, accounting and statutory platform reporting.
10. Cancellation, no-show and refunds
The Customer may cancel free of charge before the Provider accepts; the card hold is released. After acceptance, a cancellation is a request reviewed by VedleGo: a request submitted more than 30 minutes before the agreed start is early and, once VedleGo confirms it, the Customer receives a full refund including the Platform Fee; a request submitted 30 minutes or less before the start (the instant exactly 30 minutes before counts as late) is late, and VedleGo decides on the refund after review. No late-cancellation or call-out fee is charged at launch. If the Customer is unavailable or refuses entry after the Provider arrives, VedleGo reviews the case and decides on any refund.
If the Provider cancels, fails to attend or prevents the Service through their own fault, the Customer receives a full refund of the affected booking, including the Platform Fee. Work already lawfully performed may be payable to the appropriate extent; actual completed and extra work must not be duplicated. Genuine emergencies and circumstances outside reasonable control are reviewed fairly. Charges and refunds must comply with mandatory distance-contract withdrawal rights, any early-performance consent requirements and applicable unfair-terms restrictions; the Platform must collect required consents and information before checkout.
11. Complaints and dispute support
Report booking issues, and send legal notices, to podpora@vedlego.cz, identifying the booking where relevant and describing the concern. VedleGo does not promise a general support response time; deadlines that apply by law (for example to complaints or data-subject requests) continue to apply and are observed. Nothing here limits a consumer's legal rights.
VedleGo may ask proportionately for relevant booking information, photos, in-app communications, receipts and witness or official reports, and may ask both sides to comment. Where justified, VedleGo may pause unsettled transfers, restrict accounts, help implement lawful refunds or report serious safety incidents. VedleGo is not a court and does not finally determine private-law liability between Customer and Provider. Complaints and data are handled under the Privacy Policy.
12. Reviews and content
Only customers with completed Platform bookings may post one review for that booking. Reviews must be genuine and not purchased, coerced, abusive, unlawful or deceptive. Honest critical opinions are not removed merely because they are negative.
VedleGo may moderate unlawful, fraudulent or privacy-invasive content subject to applicable notice, reasons and complaint or appeal rights. Providers may challenge reviews by emailing podpora@vedlego.cz. Users retain their rights in uploaded content but grant VedleGo a non-exclusive, proportionate license to display and administer that content in connection with the Platform, subject to privacy rules and separate marketing permissions where needed.
13. Off-platform circumvention
A booking made through VedleGo is paid through the Platform. Providers may not divert an existing VedleGo booking or customer payment outside the app to avoid agreed Platform fees, and must not deliberately induce a customer to do so.
This clause does not create an automatic consumer penalty or forbid independent dealings unrelated to VedleGo.
14. Responsibility, safety and insurance
Each Provider bears responsibility for the lawful and safe execution of its Service, required qualifications, tools, professional duties and any insurance required by law. Customers must provide reasonably safe access and disclose relevant hazards. Claims for harm caused by the Provider should be addressed to that Provider without prejudicing mandatory remedies against VedleGo where applicable.
VedleGo does not warrant that all providers or services are insured, and does not yet claim to maintain a specific platform insurance policy. VedleGo is responsible for its own legally attributable acts or omissions. Any limitation of damages operates only where permitted by mandatory law, including consumer-protection provisions and restrictions on excluding deliberate or grossly negligent harm.
15. Conduct and privacy at service locations
Users shall not harass, discriminate, defraud, threaten, impersonate or endanger others, manipulate ratings or interfere with Platform security. Providers must perform professionally and respect homes, persons, pets, confidential information and property. Customers must disclose material access or safety risks.
No unauthorized recording, publication or sharing of sensitive or identifying information. Provider portfolio images taken inside a private customer home require documented prior customer permission as a VedleGo platform rule even if the image appears non-identifying. Neutral licensed commercial images may be used lawfully. Photographic evidence for a dispute must not be publicly posted and must be sent only through authorized support channels.
16. Restriction and account closure
VedleGo may refuse onboarding or restrict content, bookings or accounts for fraud, failed verification, unlicensed work, serious safety risks, repeated violations or payment misuse. Warnings and proportionality are considered case by case; urgent risk may justify immediate temporary restrictions.
Where applicable, advance explanations, durable-medium notice, complaint handling, reasons for decisions, and termination notice are provided under EU platform rules. Existing confirmed bookings, lawfully earned amounts, refunds and preservation duties are managed fairly. Account closure does not automatically erase records that must be retained for lawful reasons.
Account deletion: a user can delete their account in the app (Profile → Delete account) or through VedleGo's web deletion page. The account is closed immediately and personal data are erased within 30 days, except records VedleGo must keep by law or until open bookings, payouts or disputes are settled. Retained records are kept without the user's name or contact details but remain linkable — they are not anonymous — until one retention date recorded for the deletion request: 10 years after the request is processed if any booking of the account was paid, otherwise 3 years after it; the service address is kept on paid bookings (Privacy Policy, section 8); photo files are cleaned up separately (uploads are deleted when the request is processed; photos of an unsettled booking or open dispute are kept until it is settled). Completion of the deletion is confirmed to the user by e-mail.
17. Personal data
VedleGo processes account, booking, identity, payment-related, communications, location and safety information as described in the separate Privacy Policy. What the app displays: the app does not display a Provider's position to Customers; it shows the job status, and the map shows the service location each Provider advertises. Backend access: the Provider's stored position (taken when the Provider goes online) can be released only to the Customer of that booking, only while the booking is on the way, arrived or in progress, and only for an active account; the current app does not display it. Precise device location is used only while the app is in use, as described in the Privacy Policy.
Providers must use customer personal data only as necessary for the booked service and protect it against unauthorized access. Marketing, optional tracking and restricted criminal-record information require their own applicable legal bases and safeguards.
18. Intellectual property and photos
The Platform's software, names, layout, brands and original content belong to VedleGo or its licensors; users receive only a limited permitted-use license. Providers warrant they have rights to uploaded materials and respect third-party copyrights, personality and privacy rights.
Photographs showing work inside a customer's home may be posted as public portfolio images only with prior documented customer consent under Platform policy. Customers and third-party personal data may not be exposed without proper authorization or legal basis. Alleged infringement can be reported to podpora@vedlego.cz; takedowns and explanations follow applicable platform rules.
19. Changes to Terms
VedleGo may amend the Terms for lawful operational, technical, legal and commercial reasons. Significant amendments will be communicated in advance in-app, with a clear opportunity to accept updated terms where appropriate; confirmed bookings are governed by the terms agreed for those bookings unless law requires otherwise.
For provider/business users, any legally mandatory durable-medium notification and notice period (generally at least 15 days under applicable P2B rules, with statutory exceptions) takes priority. In-app delivery will be used only if technically capable of meeting those requirements; otherwise VedleGo must use an additional compliant channel.
20. Governing law and dispute resolution
Czech law governs the Platform relationship to the extent validly permitted. Mandatory consumer rights and jurisdiction in another relevant country are preserved. A separate Customer–Provider Service Agreement may be subject to other applicable mandatory rules.
Users may first contact podpora@vedlego.cz to seek amicable resolution. Where legally competent, Czech Trade Inspection Authority (Česká obchodní inspekce, www.coi.cz) may provide consumer ADR for disputes with VedleGo; disputes over the underlying Provider service may belong against the Provider and/or another competent body. Court jurisdiction follows mandatory Czech and EU rules; these Terms do not impose exclusive Czech courts on consumers who have a right to sue elsewhere.
21. Schedules and separate policies
Evidence handling is governed by section 11 and the Privacy Policy. Category-specific legal rules may be communicated before booking and override any incompatible generic description.
The Provider Agreement, Privacy Policy and clear booking-screen disclosures supplement these Terms as applicable, without replacing mandatory rights. Any fees or restrictions affecting Users must be disclosed as required by law and cannot be hidden solely in internal procedures.
Schedule 1. Information on the right of withdrawal and model withdrawal form
This Schedule applies to a Customer who is a consumer and concludes a Service Agreement with a Provider at a distance through the Platform. The Provider is the supplier of the Service; the Provider's identification (business name, IČO, registered address and contact details) is stated in the booking confirmation.
Right of withdrawal. You have the right to withdraw from the Service Agreement within 14 days without giving any reason. The withdrawal period ends 14 days after the day of the conclusion of the Service Agreement (the day on which the Provider's acceptance reaches you and the app shows the booking as accepted). To exercise the right of withdrawal, you must inform the Provider, at the identification and contact details stated in the booking confirmation, of your decision to withdraw from the Service Agreement by an unequivocal statement (for example a letter sent by post or an e-mail). You may use the model withdrawal form below, but it is not obligatory. You may also send the statement through the Platform to podpora@vedlego.cz; VedleGo passes it on to the Provider. To meet the withdrawal deadline, it is sufficient for you to send your statement concerning the exercise of the right of withdrawal before the withdrawal period has expired.
Effects of withdrawal. If you withdraw from the Service Agreement, all payments received from you for it are reimbursed without undue delay and in any event not later than 14 days from the day on which the withdrawal is received. The reimbursement is made through the Platform using the same means of payment as you used for the initial transaction (the card charged through Stripe), unless you have expressly agreed otherwise; in any event you will not incur any fees as a result of the reimbursement. If you requested that the performance of the Service begin during the withdrawal period, you shall pay an amount which is in proportion to what has been performed until you have communicated your withdrawal, in comparison with the full coverage of the Service Agreement.
Model withdrawal form (complete and return this form only if you wish to withdraw from the contract)
— To: [the Provider's business name, IČO, registered address and e-mail address as stated in the booking confirmation]
— I/We(*) hereby give notice that I/We(*) withdraw from my/our(*) contract for the provision of the following service(*): [service, date and time of the booking]
— Ordered on(*)/received on(*):
— Name of consumer(s):
— Address of consumer(s):
— Signature of consumer(s) (only if this form is notified on paper):
— Date:
(*) Delete as appropriate.