Terms of Service

Valo Uno is a marketplace website where customers book home services (such as cleaning, window cleaning, lawn mowing and moving help) from independent local providers.

Providers are independent businesses (traders), not employees of Valo Uno. The agreement to perform a service is between the customer and the provider. The provider is the seller and is responsible for the work. Valo Uno provides the marketplace, arranges the booking, collects the payment on the provider's behalf and provides support, but does not perform the service itself.

You must give accurate details when creating an account. You choose a customer or provider role at sign-up; this choice currently cannot be changed afterwards. Keep your password to yourself. The service is intended for people who are at least 18 years old.

Only registered businesses with approved F-tax (F-skatt) can offer services. This includes both limited companies and sole traders or other registered businesses. Private individuals cannot offer services. The provider is responsible for holding the permits, insurance and registrations their business requires.

Before a provider is published and can be booked, Valo Uno reviews the business: that the company exists, its organisation number, F-tax and an authorised contact person. Depending on the service we may also request proof of insurance, references, staff information or other documents. A completed review is not a quality guarantee: Valo Uno does not guarantee the outcome or quality of any individual service. Section 17 describes profiles Valo Uno has created without reviewing the business; they cannot be booked until the business has taken over the profile and been approved.

A customer requests a time slot at the price shown in the app: either the provider’s fixed listed price or, for hourly-priced services, an exact total calculated from the number of hours the customer selects. The booking only becomes binding when the provider accepts the request. A request that is not answered expires automatically (at the latest 24 hours after it was made) and the time is released. An expired request is never charged. Search results are ranked by default by relevance (how well the provider’s services match your search) and then by distance; you can choose to sort by distance, price or rating instead.

Prices are shown in Swedish kronor (SEK), including VAT, before you book. A service has either a fixed price or an hourly price. With hourly pricing you select an exact number of hours before booking; the total (any start fee plus the hourly rate times the hours) is shown and approved in full before the request is sent. A start fee is set by the provider, is part of the provider’s price (not a platform fee) and may cover for example travel and preparation. The approved total can never be increased afterwards; a change requires a new agreement. Discussing scope in messages is not a price agreement. Only the total you approve in the booking applies. When booking, your card is saved securely by Stripe, our payment processor, with your explicit consent. The card is charged with exactly the approved total when the provider accepts the booking. Valo Uno collects the payment on the provider’s behalf through Stripe; your payment to Valo Uno discharges your payment obligation to the provider, and the charge appears under the provider’s name on your card statement. The provider’s share is paid out only after the job is completed. If the booking is cancelled under the cancellation terms, the amount is refunded. This is not protected client-money or escrow: Valo Uno collects the payment through Stripe and delays the provider payout until the job is completed.

Both the customer and the provider can cancel a booking free of charge while it is waiting for an answer or accepted. The customer can cancel up until the booked time has passed. After that the customer can no longer cancel in the app; if something went wrong, the customer reports a problem on the booking instead and we handle a refund or another solution. The provider can cancel right up until the job has been marked as completed, and the amount is then refunded to the customer. Once a job has been marked as completed, neither party can cancel the booking; a problem report, refund or complaint applies from that point. There are currently no cancellation fees.

Providers receive payouts through Stripe. Valo Uno keeps a platform fee (commission) of 15% of the amount charged to the customer through the platform; the provider receives the remaining 85%, paid out by Stripe to their bank account. Providers are responsible for performing their services professionally and for their own taxes and legal obligations. The separate Provider Terms also apply to providers.

Only customers with a completed booking can review that booking. Reviews are shown publicly with an abbreviated customer name.

A defect in the service itself is complained about first to the provider, who is the seller and responsible for the work. You can always also contact support@valouno.com. We then talk to both parties and try to help you resolve it. Valo Uno can mediate between customer and provider, investigate what happened and administer a full or partial refund through the payment system. The provider is the seller and normally bears the cost of a refund; Valo Uno does not promise any compensation from its own funds for shortcomings in a provider's work. We may suspend or remove providers for fraud, safety risks, false business information, repeated substantiated complaints, or serious or repeated breaches of contract. Whether a job is complete is judged from what was agreed and evidence from both parties, not simply from one party clicking a button.

Swedish law applies to these terms. If you are dissatisfied, first contact the provider or Valo Uno. If we cannot resolve the dispute, it may in some cases be examined by the National Board for Consumer Disputes (ARN), whose decisions are recommendations. More information is on the Consumer information page.

Valo Uno does not guarantee the outcome or quality of any individual service. That a provider is reviewed and verified means we have checked business details. It is not a guarantee for an individual job. Ratings and reviews come only from completed bookings and are the customers’ own opinions, not Valo Uno’s assessment.

Valo Uno is provided digitally, currently through the web app; app-store versions may be added and are then covered by the same terms. These terms may change; the version in force is the one published here with its effective date.

In the app, customers can send text messages to providers, for example to ask questions before booking. Messaging is intended for communication about the provider's services and bookings. Only text can be sent (no images or files) and sent messages cannot be edited or deleted in the app. Providers are expected to reply within 24 hours; this is an expectation, not an automatic sanction, but repeated failures to reply may be taken into account under section 10. Valo Uno may review messages in connection with complaints, disputes and suspected abuse (see section 10). On a profile marked "Listad av Valo" (section 17), messages are answered by Valo Uno's booking team until the business takes over the profile, and the replies are shown as Valo Uno's, not as the business's.

As a customer you are responsible for the details in your booking being correct (the address, location details and what you describe about the job) and for giving the provider safe and lawful access to the place where the work is to be performed. You approve the exact price, and with hourly pricing the number of hours, shown before you send the request. The messaging, payment and review features may only be used for their purposes: not for harassment, spam, misleading reviews or to bypass payment through the platform.

Valo Uno is responsible for its own marketplace service: providing booking, messaging and payment processing with reasonable care and security, for its own promises and marketing, and for its processing of personal data under the Privacy Policy. Nothing in these terms limits liability that cannot be excluded under mandatory Swedish law, and nothing takes away rights you have as a consumer by law.

This responsibility covers the marketplace service, not how the booked work is carried out. The provider is the seller and is responsible under the Swedish Consumer Services Act for defects and delays in the service itself. If you are unhappy with a completed job you therefore complain to the provider. Valo Uno helps mediate and can handle a refund under section 7.

Valo Uno is liable for loss we have caused negligently in providing the marketplace service. We are not liable for indirect loss, such as lost profit, lost income or loss of data, nor for interruptions or faults caused by circumstances outside our reasonable control, such as outages at internet providers, payment providers or other subcontractors. Our total liability for any one booking is limited to the amount you have paid for that booking.

The limitations in the previous paragraph do not apply to personal injury, to loss we have caused intentionally or through gross negligence, or to the extent they would restrict rights you have under mandatory consumer protection law. If any single limitation would be unreasonable it does not apply, while the remaining terms continue to apply.

Valo Uno may create a profile for a local business from public information, without the business having registered itself. Such a profile is marked "Listad av Valo" (listed by Valo). The business has not created or confirmed the details, has not been reviewed under section 4 and is not shown as verified. Valo Uno runs the profile and is responsible for its content until the business takes it over.

The prices on such a profile are Valo Uno's estimate for that kind of work, not prices the business has set or confirmed, which is why they are shown with "ca" (approximately) before the amount. The profile cannot be booked directly. You can send a request without a price; Valo Uno then contacts the business. A price applies only once the business itself has confirmed it and you have approved it in the app. Only then do you approve price and payment as for other bookings, and sections 5 to 7 apply from that point. Nothing is charged before that.

The business has made no commitment to Valo Uno or to you by appearing on such a profile, so a request may go unanswered. If we cannot reach the business, or it declines, you are told and the request ends at no cost. A request that has not received a confirmed price within seven days ends automatically. Valo Uno is not the seller of the service and does not undertake to perform it.

The business can take over the profile through a personal link from Valo Uno, after we have checked that the person asking represents the business. From the takeover the provider terms apply to the business: it sets its own prices and answers for the profile and the messages itself, and an open request passes to the business, which confirms the price before you approve it. The business can also ask for the profile to be removed.