Consumer information

The home service itself is performed by an independent local provider (a business, a trader), who is the seller and is responsible for carrying out the work professionally. A complaint about a faulty service (reklamation) is directed to the provider under the Swedish Consumer Services Act (konsumenttjänstlagen). Valo Uno provides the booking, collects the payment on the provider's behalf and can help mediate if something goes wrong.

You can ask a provider questions directly in the app via text messages, both before and after a booking. Providers are expected to reply within 24 hours.

The full price in Swedish kronor (SEK), including VAT, is shown before you send a booking request. What you see is what you pay, with no added booking fees. Some services have a fixed price, others an hourly price. With hourly pricing, the hourly rate and any start fee (the provider’s own fee that may cover travel and preparation, not a platform fee) are shown before you book, and you select an exact number of hours; the total is calculated and approved by you before the request is sent. The price can never be increased after booking. Your card is saved securely by Stripe when you book and is charged with the approved total when the provider accepts the booking. Valo Uno collects the payment on the provider’s behalf and pays out the provider’s share only after the job is completed; the charge appears under the provider’s name on your card statement, and if the booking is cancelled under the cancellation terms, the amount is refunded. Once the job is marked completed you have 24 hours to confirm or report a problem before the provider payout is released. This time limit does not affect your statutory complaint or consumer rights.

Some home services may qualify for the ROT or RUT tax deduction. Whether you are entitled to a deduction depends on the service, on you as the customer, on the provider and on how much of your annual tax reduction allowance you have left. Only the labour cost can qualify, not materials or travel costs. It is the Swedish Tax Agency (Skatteverket) that finally decides whether the deduction is granted.

For services that may qualify for the ROT or RUT deduction, the price shown is the amount you pay after a preliminary deduction. At booking you see the ordinary labour cost, the preliminary deduction and the amount that will be charged when the provider accepts the booking. Using the deduction is your choice. If you choose it, you enter your personal identity number (and, for ROT, details of your home) and accept the specific deduction terms. Valo Uno then prepares the documentation on the provider's behalf, and the provider applies to Skatteverket for the payout. If you book without the deduction, you pay the ordinary labour cost. The deduction is preliminary: Skatteverket decides whether it is granted, depending among other things on your remaining allowance. If Skatteverket refuses or reduces the deduction, your saved card is not charged automatically, but the provider may be entitled to claim the difference from you. Current rules, conditions and amounts are available from Skatteverket.

You choose a service (with hourly pricing also how many hours), a day and a free time slot, then send a request. The provider must accept it before it becomes a booking. If the provider does not answer, the request expires automatically, at the latest within 24 hours. The time is released and nothing is charged.

You can cancel free of charge while your booking is waiting for an answer or accepted, up until the booked time has passed. Once that time has passed, report a problem on the booking instead and we will help you with a refund or another solution. The provider can also cancel; if that happens you are notified and the amount is refunded.

When you buy a service at a distance, as a consumer you normally have a 14-day right of withdrawal under the Swedish Distance Contracts Act. Because you book a specific time that is often within the withdrawal period, the booking flow asks you to expressly request that the service may be performed during the withdrawal period, and you confirm at the same time that you have been informed that the right of withdrawal is lost once the service has been fully performed.

If you exercise the right of withdrawal before the service has been fully performed, you may have to pay a proportionate share of the price for the part already performed. While a request is awaiting an answer you can cancel in the app at no cost; for confirmed bookings the cancellation terms in the Terms of Service apply. To exercise the right of withdrawal, contact us through the support form or cancel in the app.

If something is wrong with a booking or payment, first contact the provider or us at support@valouno.com. We try to help you resolve it.

If we cannot resolve the dispute, you can turn to the National Board for Consumer Disputes (Allmänna reklamationsnämnden, ARN). Home services such as cleaning, window cleaning, lawn mowing and moving help are handled by ARN’s general division, where the claim must amount to at least SEK 750. Your application must reach ARN within one year of your first complaint to the business. ARN charges a fee of SEK 150, which is not refunded if the case is not examined. ARN’s decision is a recommendation. We take part in ARN’s process and follow the board’s recommendations.

The amounts and conditions above are ARN’s own and can change. Always check what applies at arn.se before you file. You can also get free guidance from Hallå konsument or from the consumer adviser in your municipality.