Terms and conditions

Last updated: 23 October 2026

This English version is provided for convenience. The binding version is the Portuguese one (Terms and conditions); if the two differ, the Portuguese version prevails.

These terms govern the use of the MimoSpot platform (mimospot.com and its apps) by Customers and Professionals. By creating an account or making a Booking, the User accepts these terms. The Privacy policy and the review rules complement these terms.

1. Who we are and definitions

MimoSpot is operated by José Alexandre Moreira da Silva, tax number (NIF) 212598341, with address at Rua Jorge de Sena, 35, 4460-342 Senhora da Hora, Portugal (email: clientes@mimospot.com).

MimoSpot is an intermediation platform: it helps Customers find, book and pay for home services provided by independent Professionals. The Service itself (cleaning, repairs, etc.) is provided by the Professional, who is responsible for carrying it out. The contract for the Service is concluded between the Customer and the Professional; MimoSpot manages the Booking, the payment and the support.

Definitions

In these terms, the following capitalised words have this meaning:

MimoSpot: the entity identified above, which operates the Platform.
Platform: the mimospot.com website and the MimoSpot apps (customer and professional).
User: any person who uses the Platform, whether a Customer or a Professional.
Customer: the User who requests and books Services through the Platform.
Professional: the independent service provider (self-employed person or company), registered and approved on the Platform, who provides the Services in their own name.
Service: the work requested by the Customer and carried out by the Professional.
Request: the Service request made by the Customer, before it is accepted by the Professional.
Booking: the Request after it has been accepted by the Professional.

2. Accounts

To use the Platform, the User must be at least 18 years old.
The information the User provides must be true and up to date. The email address is confirmed through a link sent to it, and the mobile number may be confirmed by SMS.
The account is personal. The User is responsible for keeping their password safe and for everything done with their account.
The Professional only starts receiving Requests after MimoSpot has checked their documents and approved their profile.

3. How a Booking works

The Customer chooses the Service, the Professional, the date and the time, and sees the price before confirming.
When the Customer confirms with a card, Apple Pay or Google Pay, the amount is only reserved (authorised) and is not yet charged. With MB WAY, which does not allow the amount to be reserved, the payment is charged when the Request is made.
The Professional has a short deadline, shown in the Request, to accept or decline.
If the Professional accepts, the amount is charged and the Booking is confirmed. If the Professional declines or does not reply in time, the Customer pays nothing: the card reservation is released and, if the Customer paid with MB WAY, the amount is automatically refunded in full to the same payment method. MimoSpot suggests other Professionals to the Customer.
Payment kept for 15 minutes. When the Professional declines or does not reply, the Customer's payment is kept for 15 minutes. If the Customer books another Professional within that time, for the same or a lower amount, the same payment is used: the Customer does not pay again and any difference is released or refunded. If the Customer does not book, or chooses “I don't need it”, the amount is released or refunded automatically.
Bookings can be made for up to 7 days from the Request.
MimoSpot may cancel a Request or a Booking that has not yet started when there is a justified reason (for example, suspected fraud, an obvious price error or suspension of the Professional). In that case, the Customer receives a full refund.
After the Service, the Professional marks it as completed. The Customer has 24 hours to confirm that it went well or to report a problem. If there is no reply within that time, the Service is considered confirmed.

4. Prices and payments

Prices are set by each Professional and shown to the Customer before confirmation. All prices shown are final, with VAT included at the legal rate when applicable. The amount the Customer pays is the one shown in the Booking summary.
Minimum amount and travel: the minimum amount for each Service is €20. The Professional may charge a travel fee to the Customer's address; when there is one, it appears in the summary before the Customer confirms and is added to the Service amount.
Urgency fee: for urgent requests outside normal hours, the Professional may apply an urgency fee. When there is one, it is always shown to the Customer before confirming and is already included in the total.
The Customer does not pay any additional fee to MimoSpot.
Materials and parts. Unless stated otherwise in the Service description, the price includes labour and, when applicable, travel. If during the Service the Professional finds that materials need to be replaced or additional parts used, they deal with it directly with the Customer: the supply and payment of those materials are agreed between the Customer and the Professional, do not go through MimoSpot and are not covered by MimoSpot's refund policy.
Service different from the description. If, on arrival, the Professional finds that the job is very different from what the Customer described in the Request (for example, larger or a different type of repair), they must explain the difference to the Customer before starting. The Customer and the Professional may agree to adjust the Service on the Platform; if there is no agreement, the Professional may decline to carry it out and MimoSpot reviews the case, taking into account the information given in the Request, to decide fairly on the refund.
Payments are processed by Stripe Technology Europe, Limited, based in Ireland: an electronic money institution authorised and supervised by the Central Bank of Ireland and entitled to provide payment services in Portugal under European Union rules. It is not a bank authorised by Banco de Portugal. MimoSpot does not store the Customer's card details.
Payments must always be made through the Platform. Payments arranged outside it between the Customer and the Professional are not covered by these terms or by MimoSpot's support.

5. Invoicing

The Professional is responsible for issuing the invoice/receipt to the Customer for the Service provided.
For the invoice, MimoSpot sends the Professional the billing details the Customer entered in their account (name, address, tax number and email), after the Service has been completed.

6. Cancellation policy

Cancellation by the Customer

When the Customer cancels	What happens
Before the Professional accepts	No charge. The card reservation is released or, with MB WAY, the amount is refunded in full.
After acceptance, 24 hours or more in advance	Refund of the amount paid, minus a €3 cancellation fee (payment and calendar reservation costs).
After acceptance, less than 24 hours in advance	50% refund.
The Customer is not at the address or the Professional cannot get access (no-show)	No refund.

Cancellation by the Professional

The Customer receives a 100% refund and MimoSpot suggests other available Professionals.
The Professional receives a warning and, for 7 days, their profile appears at the end of the search results. With 3 cancellations in 90 days, the Professional's account may be suspended.

Exceptional situations

In the event of sudden illness, an accident, extreme weather or another duly justified case of force majeure, MimoSpot reviews the case and may give the Customer a full refund or exempt the Professional from the warning.

Refunds

Refunds include the urgency fee and the travel fee, when they exist, in the same percentage. The cancellation fee only applies when the Customer cancels a Booking that has already been accepted; never when the Professional cancels or when the Request is not accepted. Refunds are made to the payment method the Customer used (card or MB WAY). The amount usually appears in the Customer's account within 5 to 10 business days, depending on the bank.

7. Problems with a Service and 14-day guarantee

Right after the Service (24 hours)

If the Service did not go as agreed, the Customer must report it on the Booking page within 24 hours of completion, describing the problem (and, if possible, with photos).
While the case is under review, the amount paid by the Customer is held by MimoSpot and is not paid to the Professional. The review is usually completed within 3 business days.
MimoSpot hears the Customer and the Professional, reviews the messages and the available evidence and decides, with reasons, between: closing the case, asking the Professional to fix the work, or giving the Customer a partial or full refund.

MimoSpot 14-day guarantee

All Services booked and paid for through the Platform have a 14-day guarantee, counted from the completion of the Service, at no cost to the Customer.
What is covered: defects in the work done by the Professional that appear within that period and are related to the Service described in the Booking (for example, a repaired tap that starts dripping again, an installation that stops working or a finish that comes loose).
What is not covered: materials or parts supplied by the Customer or bought directly from the Professional (these have the seller's or manufacturer's warranty); faults in other parts of the equipment or installation that were not part of the Service; normal wear, misuse, accidents or third-party interventions after the Service; and, for Services whose result is visible straight away (such as cleaning), problems not reported within 24 hours of completion.
How to activate it: as soon as the Customer notices the defect, and within the 14 days, they must tap “Activate guarantee” in the Service history or on the Booking page, describe the problem and, if possible, add photos or a video. If they have any difficulty, the Customer can write to MimoSpot through the help chat or to clientes@mimospot.com.
What happens next: MimoSpot notifies the Professional, who has 7 days to come back and fix the work at no cost to the Customer. The Customer receives the date of the fix by email and on their phone and then confirms whether it has been solved. The Customer can follow everything in the Service history. If the Professional disagrees with the request, does not make the fix within that time or the problem continues, MimoSpot reviews the case and gives the Customer a partial or full refund of the Service or offers another Professional to fix it, also at no cost to the Customer. If MimoSpot concludes that the request is not covered, it explains why to the Customer.
The MimoSpot guarantee is in addition to the rights the law gives the Customer as a consumer towards the Professional, including the legal guarantee of the Service. It does not replace or limit them.

8. Rules for Customers

The Customer must describe the Service accurately (type, size, access) and give the correct address.
The Customer must ensure that the Professional has access to the premises at the booked time and safe conditions to work.
The Customer must treat the Professional with respect. Abusive behaviour leads to account suspension.
The Customer may not use the Platform to contact Professionals and arrange the Service or the payment outside the Platform.

9. Rules for Professionals

The Professional works as an independent service provider. There is no employment relationship between the Professional and MimoSpot. The Professional decides when they work, which Services they offer and the prices they charge.
By registering, the Professional also accepts the Conditions for professionals, which detail the verification, the mandatory insurance, liability and the commission.
The Professional is responsible for having their activity registered with the Tax Authority, issuing invoices, meeting their tax and Social Security obligations and having the training, qualifications, certifications, licences and insurance required by law for each Service they offer, taking legal responsibility for the work they carry out.
The documents and information the Professional provides must be true and valid. If any of them ceases to be valid, the Professional must update it.
An accepted Booking is a commitment: the Professional must arrive at the agreed time, do the Service carefully and well, and let the Customer know through the Platform if they are running late.
The Professional may only use Customers' data to provide the booked Service and may not keep it or use it for other purposes.
The Professional may not ask for or accept payments outside the Platform for Services booked through it.

10. Reviews

Only a Customer who had a Service through the Platform can review it. Reviews must be honest, about the real experience, without insults or personal data. The full rules are in How reviews work.

Professional badges. The Bronze, Silver and Gold badges show the Professional's experience on the Platform, measured by the Services completed through it and regular activity. The TOP badge shows top ratings from Customers. Badges are not a technical certification nor a MimoSpot guarantee about the quality of a specific Service.

11. Liability

MimoSpot checks the Professionals' documents before approving them, but that check is not a guarantee about the result of each Service nor a certification of the Professional's technical qualifications. The Professional is responsible for carrying out the Service and for any damage they cause.
MimoSpot is responsible for the proper functioning of the Platform, for managing payments and for complying with these terms.
Nothing in these terms limits the rights the law guarantees to consumers, or liability for wilful misconduct or gross negligence.
MimoSpot does its best to keep the Platform available at all times, but there may be interruptions for maintenance or due to technical failures.

12. Account suspension and closure

The User may delete their account at any time (the Professional in the professional area; the Customer by email).
MimoSpot may suspend or close an account in the event of a breach of these terms, fraud, false documents, abusive behaviour, persistently negative reviews or repeated cancellations. Whenever possible, MimoSpot warns the User beforehand and explains the reason.
Bookings already confirmed at the time of suspension are handled case by case, so as to protect the Customer.

13. Other provisions

The MimoSpot brand, the website and its content belong to MimoSpot. The content the User publishes (photos, descriptions, reviews) remains theirs, but the User authorises MimoSpot to show it on the Platform. MimoSpot automatically removes the metadata from uploaded photos (such as GPS location, date or phone model) and the location from videos.
MimoSpot may change these terms. Important changes are communicated to Users in advance, by email or on the website. Continuing to use the Platform after that means accepting the new version.
Reporting content. Anyone who finds illegal content on the Platform, or content that breaches these terms (for example, reviews, photos or descriptions), can report it using the report button, where available, or to contacto@mimospot.com, explaining the reason. MimoSpot reviews each report and, when it removes or restricts content, explains the reason to whoever published it, who may challenge the decision through the same contact.
Point of contact. For Users and authorities, MimoSpot's point of contact is contacto@mimospot.com (in Portuguese).
If any clause is found to be invalid, the others remain in force.
Language. These terms are written in Portuguese. Translations into other languages are provided for convenience only; if they differ, the Portuguese version prevails.

14. Complaints and dispute resolution

For any complaint, the User should first write to clientes@mimospot.com. MimoSpot replies within 15 business days at the latest.
The User may also use the Electronic Complaints Book.
In the event of a consumer dispute, the Customer may use an Alternative Dispute Resolution entity, namely CICAP - Centro de Informação de Consumo e Arbitragem do Porto (www.cicap.pt) or CNIACC - Centro Nacional de Informação e Arbitragem de Conflitos de Consumo (www.cniacc.pt). The full list of entities is on the Consumer Portal.
These terms are governed by Portuguese law. Disputes are settled in the competent courts under the law, without prejudice to the rules that protect consumers.