Legal Centre

Terms of Service

Effective: 20 May 2026 · Version 1.0

1. About Rezervini

Rezervini is an online booking and reservation marketplace operated by [REZERVINI COMPANY NAME] ("we," "us," or "Rezervini"). The Platform enables two distinct booking models:

• Slot-based booking: Clients reserve specific time slots at businesses such as barbershops, hair salons, restaurants, medical practices, dental clinics, spas, and gyms.
• Request-based booking: Clients submit on-demand service requests to providers such as plumbers, electricians, handymen, cleaning services, and home repair professionals, who respond within a mandatory 15-minute window.

Rezervini acts solely as a technology intermediary. We do not provide, employ, control, or supervise any service providers listed on the Platform. All contractual relationships for the underlying services are formed directly between clients and service providers.

2. Eligibility

You must be at least 16 years of age to create an account and use the Platform. By registering, you represent and warrant that you are 16 or older. If you are under the legal age of majority in your jurisdiction, you must have the consent of a parent or legal guardian.

Account registration requires authentication via Google OAuth. Each person may maintain only one active account. We reserve the right to merge or terminate duplicate accounts.

3. Account Registration & Security

You register using your Google account. The name and email address associated with your Rezervini account are sourced directly from Google and cannot be changed through the Platform. You are responsible for maintaining the security of your Google account and for all activity that occurs through your Rezervini account. Notify us immediately at support@rezervini.com if you suspect unauthorised access.

4. The Booking System

Slot-based reservations: When you book a time slot, a reservation record is created with status "pending." The Platform will send an automated reminder the day before your appointment. You must confirm your attendance in response to that reminder, or your slot will be automatically released two hours before the scheduled time. Same-day bookings within six hours of the appointment are confirmed immediately upon booking.

Service requests: When you submit a service request, it is visible to eligible service providers for 15 minutes. During this window, providers may accept (with an optional price estimate), decline, or submit a counter-offer. If you accept a counter-offer, the counter-acceptance window resets to 15 minutes. Once accepted, an in-app chat opens between you and the provider. Service requests expire automatically if not accepted within the 15-minute window.

Binding nature: A confirmed reservation or an accepted service request constitutes a binding commitment between you and the service provider. You must honour your commitment or cancel in accordance with the Cancellation & Penalty Policy.

Waitlist: Where a time slot is fully booked, you may join the waitlist for that slot. By joining the waitlist, you consent to receiving a push notification or in-app notification if the slot becomes available due to a cancellation. Joining the waitlist is not a booking and does not guarantee availability. Waitlist notifications are sent on a first-come, first-served basis to all users who joined the waitlist for that slot. Your waitlist entry is automatically removed once the slot is filled, you book an alternative slot, or you manually remove yourself. Waitlist data (business ID, date, time, user ID) is retained only for as long as the waitlist entry is active and deleted immediately upon resolution.

5. Reputation & Scoring System

All users — both clients and service providers — participate in a mutual reputation scoring system. Your score reflects your reliability on the Platform. Scores range from 0 to 100. All new accounts start at 100. Detailed scoring rules, penalty tiers, and the appeals process are set out in the Cancellation & Penalty Policy.

A user's reliability score may affect their ability to make bookings, their visibility in search results, and — for service providers — their placement in the pro listing. Rezervini reserves the right to suspend or terminate accounts that fall below a minimum threshold or that demonstrate a pattern of bad-faith conduct.

6. Reviews

After a completed appointment or service, you may be invited to leave a review. Reviews must be honest, based on your genuine experience, and must not violate the Acceptable Use Policy. By submitting a review, you grant Rezervini a non-exclusive, royalty-free, worldwide licence to display that review on the Platform indefinitely. Reviews may be reported; reported reviews are assessed by our moderation team. We reserve the right to remove reviews that violate our policies, but we do not remove reviews solely because a business disputes them.

7. Payments

The Rezervini Platform is currently free for both clients and service providers. Payments for services are arranged directly between clients and providers outside of the Platform unless a specific in-platform payment feature is explicitly activated and disclosed. Rezervini does not hold, process, or intermediate any payments unless expressly stated in a separate payment addendum.

8. Prohibited Conduct

You agree not to:

• Submit false, misleading, or fraudulent booking requests or service offers;
• Manipulate, purchase, or solicit reviews;
• Use the Platform to harass, threaten, impersonate, or abuse any person;
• Upload content that is illegal, defamatory, obscene, or infringes third-party intellectual property rights;
• Attempt to reverse-engineer, scrape, or access the Platform by automated means;
• Create multiple accounts to circumvent a suspension or penalty;
• Use the in-app chat to solicit off-platform transactions to circumvent accountability mechanisms;
• Engage in any conduct that disrupts the integrity of the Platform or harms other users.

Breach of these prohibitions may result in immediate account suspension or permanent termination without notice, and may be reported to relevant authorities where the conduct is unlawful.

9. Intellectual Property

All content on the Platform — including but not limited to the Rezervini name and logo, software, design elements, and written content — is owned by or licensed to Rezervini and is protected by applicable intellectual property laws. You may not reproduce, distribute, or create derivative works without our express written consent.

You retain ownership of content you submit (reviews, photos uploaded to chat, etc.) but grant Rezervini a licence as described in Section 6. You represent that you have the right to submit any content you provide.

10. Disclaimers & Assumption of Risk

The Platform is provided "as is" and "as available." To the fullest extent permitted by applicable law, Rezervini makes no warranties — express or implied — regarding the reliability, accuracy, or fitness for purpose of the Platform or any service listed on it.

No background checks. Rezervini does not conduct criminal background checks, professional licence verifications, identity document checks, insurance verifications, or any other form of screening on service providers listed on the Platform. The presence of a business or individual on the Platform does not constitute any endorsement, certification, or recommendation by Rezervini. You are solely responsible for conducting your own due diligence before engaging any service provider, particularly for services involving entry to your home, access to your property, or sensitive personal care.

Assumption of risk. By using the Platform to engage a service provider — particularly for on-demand in-home services such as plumbing, electrical work, cleaning, or home repair — you expressly acknowledge and accept that: (a) you are entering into a direct arrangement with an independent third party, not with Rezervini; (b) Rezervini has not verified the provider's qualifications, licences, or insurance; (c) you assume all risks associated with permitting a third party access to your property or person; and (d) Rezervini shall have no liability for any loss, damage, injury, or harm arising from such engagement. If you are not comfortable accepting this risk, do not proceed with the booking.

11. Limitation of Liability

To the maximum extent permitted by law, Rezervini, its affiliates, officers, directors, employees, and agents shall not be liable for: (a) any indirect, incidental, special, punitive, or consequential damages arising out of or in connection with your use of the Platform; (b) any acts or omissions of service providers; or (c) any loss of data, revenue, profits, or reputation.

Where liability cannot be excluded by law, our total aggregate liability to you shall not exceed the greater of: (i) the amount you paid to us in the six months preceding the claim, or (ii) €100.

Nothing in these Terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded.

12. Indemnification

You agree to indemnify, defend, and hold harmless Rezervini and its affiliates from any claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising out of or in any way connected with your use of the Platform, your violation of these Terms, or your infringement of any third-party rights.

13. Termination

You may delete your account at any time by contacting support@rezervini.com. We reserve the right to suspend or terminate your account at any time, with or without notice, for breach of these Terms, legal requirements, or to protect the integrity of the Platform. Upon termination, your right to use the Platform ceases immediately. Provisions that by their nature should survive termination (including Sections 9, 10, 11, 12, 16, 17, 21, and 22) shall survive.

14. Changes to These Terms

We may update these Terms from time to time. We will notify you of material changes by posting an in-app notification or emailing you at the address associated with your account. Continued use of the Platform after the effective date of revised Terms constitutes your acceptance. If you do not agree to the revised Terms, you must stop using the Platform and delete your account.

15. Governing Law & Dispute Resolution

These Terms are governed by and construed in accordance with the laws of the Kingdom of Morocco. For users in the European Union, mandatory consumer protection provisions of your country of residence may also apply and are not excluded by these Terms.

In the event of a dispute, we encourage you to contact us first at legal@rezervini.com to seek an amicable resolution. If the dispute cannot be resolved informally within 30 days, it shall be subject to the exclusive jurisdiction of the courts of Casablanca, Morocco, except where applicable law mandates otherwise.

16. Independent Contractor Relationship

Service providers on the Platform — including but not limited to plumbers, electricians, handymen, cleaners, barbers, hairdressers, and other professionals — are independent contractors. They are not employees, agents, partners, joint venturers, or franchisees of Rezervini. Rezervini does not direct, supervise, control, or manage the manner in which service providers perform their services. Rezervini does not set their working hours, prices (except where platform-mediated proposals are used), or methods of work.

No agency relationship exists between Rezervini and any service provider or client. Nothing in these Terms shall be construed as creating an employment relationship, partnership, or joint venture between Rezervini and any user. Service providers are solely responsible for their own tax obligations, social security contributions, professional insurance, and any other obligations arising from their independent activity. Rezervini makes no representations and accepts no liability regarding any worker classification determination by any governmental or regulatory authority.

17. Non-Circumvention

The Platform facilitates the initial connection between clients and service providers. You agree that for a period of 12 months following your first contact with another user through the Platform, you will not arrange, solicit, or enter into any commercial transaction with that user for services of the type facilitated by the Platform, other than through the Platform itself.

This clause exists to protect the integrity of the accountability systems — including the reputation scoring, cancellation protections, and dispute resolution mechanisms — that benefit all users. Off-platform transactions remove these protections entirely and expose both parties to unmitigated risk. Breach of this clause entitles Rezervini to immediately terminate your account and, where applicable, to seek damages.

18. Force Majeure

Rezervini shall not be liable for any failure or delay in performing its obligations under these Terms where such failure or delay results from events beyond its reasonable control, including but not limited to: acts of God; natural disasters; pandemic or epidemic; governmental actions, regulations, or orders; war, terrorism, or civil unrest; infrastructure or power failures; failures of third-party service providers (including but not limited to Supabase, Vercel, Google, or telecommunications providers); cyberattacks or distributed denial-of-service attacks; or any other event that could not reasonably have been foreseen or prevented.

In such circumstances, Rezervini will use reasonable efforts to notify affected users and to restore services as quickly as practicable. No penalty, score deduction, or liability shall be imposed on any user as a direct result of a Force Majeure event affecting Platform availability, provided that users report Platform-related failures to support@rezervini.com within 48 hours of the relevant booking or service appointment.

19. Platform Modifications & Availability

Rezervini reserves the right, at its sole discretion and at any time, to: (a) modify, update, or discontinue any feature or aspect of the Platform; (b) temporarily suspend the Platform for maintenance, upgrades, or security reasons; or (c) permanently discontinue the Platform in whole or in part. Where we intend to permanently discontinue the Platform, we will use reasonable efforts to provide registered users with at least 30 days' notice by email.

Rezervini does not guarantee continuous, uninterrupted, or error-free access to the Platform. We shall not be liable for any loss or inconvenience caused by unavailability of the Platform, except where such unavailability results from our wilful misconduct or gross negligence.

20. Electronic Communications

By creating an account and using the Platform, you expressly consent to receive all communications from Rezervini electronically, including via email to the address associated with your account, in-app notifications, and push notifications (where you have granted permission). You agree that electronic communications satisfy any legal requirement that such communications be in writing, to the fullest extent permitted by applicable law including the EU eIDAS Regulation and equivalent national legislation.

You are responsible for ensuring your email address remains accurate and accessible. Rezervini will not be liable for failures to receive notifications where the cause is an inaccurate, full, or otherwise inaccessible email inbox.

21. Tax Responsibilities

Each user is solely responsible for determining and fulfilling their own tax obligations arising from their use of the Platform. This includes, without limitation: income tax on earnings from services provided; VAT or GST on services rendered; self-employment taxes; and any other applicable levies. Rezervini does not withhold taxes on behalf of any user, does not provide tax advice, and makes no representation as to the tax treatment of any transaction facilitated through the Platform.

Users who provide services through the Platform and earn income therefrom are advised to seek independent tax advice in their jurisdiction. In jurisdictions where Rezervini may be required by law to report transaction data to tax authorities (such as under EU DAC7 Directive once applicable thresholds are met), Rezervini will comply with such obligations and will notify affected users accordingly.

22. General Provisions

Entire Agreement. These Terms, together with the Privacy Policy, Cookie Policy, Cancellation & Penalty Policy, Business Terms (where applicable), and Acceptable Use Policy, constitute the entire agreement between you and Rezervini with respect to the Platform and supersede all prior agreements, representations, and understandings, whether written or oral.

Severability. If any provision of these Terms is found by a court of competent jurisdiction to be invalid, unlawful, or unenforceable, that provision shall be modified to the minimum extent necessary to make it enforceable, or severed if modification is not possible, without affecting the validity and enforceability of the remaining provisions.

Waiver. Rezervini's failure to enforce any right or provision of these Terms shall not constitute a waiver of that right or provision. A waiver of any breach shall not be deemed a waiver of any subsequent breach of the same or any other provision.

Assignment. Rezervini may assign, transfer, or sub-contract any of its rights or obligations under these Terms to any affiliate, successor entity, or acquirer in connection with a merger, acquisition, corporate restructuring, or sale of assets, without requiring your consent, provided that the assignee assumes Rezervini's obligations under these Terms. You may not assign your rights or obligations under these Terms without Rezervini's prior written consent.

Third-Party Rights. These Terms do not confer any rights on third parties. No person other than you and Rezervini shall have any right to enforce any provision of these Terms.

Notices. All legal notices to Rezervini must be sent to legal@rezervini.com. Notices sent by email are deemed received on the next business day following transmission, provided no delivery failure notification is received.

Sanctions Compliance. You represent that you are not located in, and are not a national or resident of, any country that is subject to a comprehensive trade embargo by the United Nations, the European Union, the United Kingdom, or the United States (including but not limited to North Korea, Iran, Syria, Cuba, and Russia). You further represent that you are not listed on any sanctions list maintained by these bodies. Accounts found to be in violation of this representation will be immediately terminated.

Privacy Policy

Effective: 20 May 2026 · Version 1.0 · GDPR & CCPA compliant

1. Data Controller

[REZERVINI COMPANY NAME]
[REGISTERED ADDRESS]
Email: privacy@rezervini.com
Data Protection Officer (GDPR): [DPO NAME or privacy@rezervini.com]

2. Data We Collect

3. Legal Basis for Processing (GDPR)

4. Third-Party Service Providers

We use the following sub-processors who may access your personal data to provide their services. All are bound by data processing agreements.

5. Data Retention

• Account data — retained for as long as your account is active. Upon account deletion, personal data is deleted or anonymised within 30 days, except where retention is required by law.
• Chat messages and uploaded images — automatically deleted from our servers once both parties have submitted their post-service ratings.
• Booking and service history — retained for 3 years from the date of the booking for legitimate business and legal purposes (dispute resolution, fraud prevention).
• Server access logs — retained for 90 days by our hosting provider (Vercel).
• Push notification subscriptions — deleted when you revoke browser notification permission, when a subscription expires (HTTP 410 response), or when your account is deleted.

6. International Data Transfers

Your data may be transferred to and processed in countries outside the European Economic Area (EEA), including the United States. Where such transfers occur, we rely on: (a) the EU Standard Contractual Clauses (SCCs); (b) the EU-US Data Privacy Framework where applicable; or (c) adequacy decisions adopted by the European Commission. You may request a copy of the applicable transfer mechanism by contacting privacy@rezervini.com.

7. Children's Privacy

The Platform is not directed to children under the age of 16. We do not knowingly collect personal data from children under 16. If you believe a child under 16 has provided us with their data, please contact privacy@rezervini.com and we will delete it promptly.

8. Your Rights

Subject to applicable law, you have the following rights regarding your personal data. See the Data Subject Rights section for instructions on how to exercise them.

• Right of access — request a copy of the data we hold about you.
• Right to rectification — request correction of inaccurate or incomplete data.
• Right to erasure ("right to be forgotten") — request deletion of your data where no lawful basis for retention exists.
• Right to restriction — request that we restrict processing of your data in certain circumstances.
• Right to data portability — receive your data in a structured, machine-readable format.
• Right to object — object to processing based on legitimate interests.
• Right to withdraw consent — where processing is based on consent, you may withdraw it at any time without affecting the lawfulness of prior processing.
• Right to lodge a complaint — you have the right to lodge a complaint with your local data protection supervisory authority.

9. CCPA Rights (California Residents)

If you are a California resident, you have additional rights under the CCPA/CPRA:

• The right to know what personal information is collected, used, shared, or sold.
• The right to delete personal information (subject to certain exceptions).
• The right to opt out of the sale or sharing of personal information. We do not sell or share personal information for cross-context behavioural advertising.
• The right to non-discrimination for exercising your privacy rights.
• The right to correct inaccurate personal information.
• The right to limit the use and disclosure of sensitive personal information.

To exercise CCPA rights, contact us at privacy@rezervini.com or see the Data Subject Rights section.

10. Security

We implement appropriate technical and organisational security measures to protect your personal data against unauthorised access, accidental loss, destruction, or alteration. These include encrypted data transmission (HTTPS/TLS), row-level security on our database, secure credential management, and access controls. However, no system is completely secure and we cannot guarantee absolute security.

11. Changes to This Policy

We will notify you of material changes to this Privacy Policy by email or in-app notification at least 30 days before the changes take effect for existing users. Your continued use of the Platform after the effective date constitutes acceptance of the revised policy.

12. Contact

For any privacy-related enquiries, requests, or complaints: privacy@rezervini.com

Cookie & Local Storage Policy

Effective: 20 May 2026 · Version 1.0

1. What We Store in Your Browser

2. Third-Party Browser Data

Google OAuth: When you sign in with Google, Google may set its own cookies in accordance with Google's Cookie Policy. These cookies are outside our control and are governed by Google's privacy practices.

Web Push (VAPID): When you enable browser push notifications, a push subscription object is stored by your browser's push service (e.g. Google FCM for Chrome, Apple APNs for Safari). This subscription is also stored server-side to enable notification delivery. It does not contain personal data beyond an endpoint URL.

3. What We Do Not Use

• No advertising or retargeting cookies.
• No third-party analytics or tracking pixels (e.g. Google Analytics, Facebook Pixel, Hotjar).
• No fingerprinting or cross-site tracking.
• No session recording tools.

4. How to Manage or Clear Browser Storage

You can clear all localStorage data for Rezervini at any time through your browser settings:

• Chrome / Edge: Settings → Privacy and security → Clear browsing data → Cached images and files + Cookies and site data.
• Firefox: Preferences → Privacy & Security → Cookies and Site Data → Clear Data.
• Safari: Preferences → Privacy → Manage Website Data → Remove rezervini.com.

Clearing storage will sign you out and reset your preferences. It will not affect your account data stored on our servers.

5. Legal Basis

The rezervini-auth storage item is strictly necessary for platform operation and does not require consent. The rz-theme and rezervini-recent-searches items enhance your experience and, as they are stored only locally and contain no personal data transmitted to our servers, do not require separate consent under the ePrivacy Directive or its national implementations.

Cancellation & Penalty Policy

Effective: 20 May 2026 · Version 1.0

1. The Reliability Score

Every account — whether a client or a service provider — is assigned a Reliability Score starting at 100 points. The score reflects your history of honouring commitments made through the Platform. It is visible to businesses you interact with.

Score bands and their significance:

• 80–100 (Green): Good standing. Full access to booking features and priority placement in search results.
• 50–79 (Yellow): Moderate standing. No booking restrictions, but businesses may see your score and exercise discretion.
• 0–49 (Red): Poor standing. Booking restrictions may apply. Rezervini may contact you to address the pattern of conduct.

The score floor is 0; it will not go below zero. The score cap is 100; positive actions cannot increase it beyond 100.

2. Slot-Based Bookings — Client Penalty Schedule

The applicable penalty tier depends on (a) the time remaining before the appointment and (b) whether the client confirmed their attendance in response to the day-before reminder. The distinction is tracked automatically by the Platform and is reflected in the reminder_answered record on each reservation.

Before any cancellation is processed, the Platform will show you a confirmation modal disclosing the precise point deduction that will apply, the resulting score after deduction, and the business contact number so you can call ahead. You must actively confirm the cancellation. The penalty is applied to your live score at the moment of cancellation — the Platform re-fetches your score from the server immediately before applying the deduction to prevent any discrepancy.

3. Slot-Based Bookings — Slot Auto-Release

If you do not respond to the day-before reminder by two hours before your appointment, your reservation is automatically released and the slot becomes available to other users. This auto-release carries no score penalty. You will receive a notification confirming the release. If you still wish to attend, you may attempt to re-book if the slot is still available.

4. Service Requests — Provider Penalty Schedule

5. Provider Cancellation — Three-Way Decision Flow

When a service provider attempts to cancel a job within 3 hours of the scheduled start time, the Platform presents three options:

1. Cancel immediately (−25 pts): The job is ended with "no agreement," the client is notified, and 25 points are deducted from the provider's score immediately.
2. Let the client decide: The cancellation is held in a pending state for 24 hours. The client is notified and presented with two choices: "Accept cancellation — no penalty" or "Hold accountable (−25 pts)." If the client does not respond within 24 hours, the auto-penalty is applied by the Platform's automated cron job. The in-app chat is locked for both parties while the decision is pending.
3. Dismiss: The provider returns to the active job with no changes.

Providers who cancel more than 3 hours before the scheduled start are not subject to the −25 penalty, though their cancellation history remains visible.

6. Fraudulent Completion Claims

Before marking a job as "completed," service providers must confirm in a modal that the service was fully delivered. False completion claims — where the provider marks a job complete without having provided the service — are investigated and may result in score penalties, account suspension, or permanent termination. Clients encountering this situation may report a no-show from the rating page, which triggers an immediate −25 point deduction to the provider's score and sets the service request to "declined" status.

7. Score Deduction Integrity

All score deductions are applied using the most current score value retrieved from the server at the exact moment of the deduction. This prevents race conditions where multiple deductions could compound incorrectly. You will always see the accurate before and after score in the confirmation modal before any cancellation.

8. Disputes & Appeals

If you believe a penalty was applied in error — for example, due to a technical fault on the Platform, a force majeure event, or a demonstrably incorrect no-show record — you may appeal within 14 days of the deduction by emailing appeals@rezervini.com with your account email and a description of the circumstances. We will review appeals within 10 business days. Reversal of a penalty is at Rezervini's sole discretion and is reserved for clear errors; score deductions resulting from confirmed no-shows or deliberate cancellations are final.

Business Terms

Effective: 20 May 2026 · Version 1.0 · Applies to all businesses registered on Rezervini

1. Registration & Approval

Any business may apply to register on the Platform. Registration requires providing accurate information about the business, including category, contact details, location, and service hours. All new business applications are reviewed by the Rezervini admin team and may be approved, rejected, or placed on hold pending additional verification.

Rezervini reserves the right to reject any application without providing specific reasons, in particular where the application does not meet our community standards or where the business type is outside our supported categories. Rejected businesses may reapply after correcting the issues identified in the rejection notice.

2. Accuracy of Business Information

You are solely responsible for the accuracy, completeness, and timeliness of the information on your business profile, including: operating hours, service availability, pricing, location, contact details, and photos. Misleading or inaccurate information that causes clients to show up at incorrect times or locations is grounds for suspension.

3. Honouring Confirmed Bookings

Confirmed bookings represent binding commitments. You must honour all confirmed reservations and accepted service requests. Patterns of no-shows, last-minute cancellations, or failure to respond to service requests within the 15-minute mandatory window will be reflected in your business's Reliability Score and may result in account suspension.

Where you need to cancel a confirmed booking, you must do so with as much advance notice as possible via the dashboard. In cases of genuine emergency, contact support@rezervini.com immediately.

4. Service Request Response Window

For service-type businesses, you must respond to every incoming service request within 15 minutes. You may accept, decline, or submit a counter-offer. Failure to respond causes the request to expire automatically. Consistently allowing requests to expire without response is treated as a reliability issue and will affect your score and placement in search results.

5. Pricing & Counter-Offers

All prices displayed or proposed through the Platform must be honest and accurate. You may propose a counter-offer with a revised price, but you must not use counter-offers as a mechanism to discourage legitimate bookings or to discriminate against clients on protected grounds.

6. Platform Fees

Access to the Rezervini Platform is currently provided free of charge to all registered businesses. Rezervini reserves the right to introduce fees for premium features or base platform access in the future. Any introduction of fees will be communicated to registered businesses with a minimum of 60 days' notice before taking effect.

7. Content & Photos

All photos, descriptions, and content uploaded to your business profile must be accurate representations of your business. You must have the right to use any images you upload — stock photos presented as your own premises are prohibited. Rezervini may remove content that violates these standards without notice.

8. Client Data & Confidentiality

Client personal information made available to you through the Platform (including names, phone numbers, and booking details) may only be used for the purpose of fulfilling the specific booking or service request. You must not use client data for unsolicited marketing, share it with third parties, or retain it beyond what is necessary. Misuse of client data is grounds for immediate and permanent termination.

9. Business Blacklist

Businesses may add clients to their personal blacklist to prevent future bookings from those clients. This feature must only be used for legitimate reasons — for example, repeated no-shows, abusive behaviour, or fraudulent activity. Use of the blacklist to discriminate against clients on the basis of protected characteristics (race, gender, religion, disability, etc.) is strictly prohibited and will result in immediate account termination.

10. Suspension & Termination

Rezervini may suspend or permanently remove a business from the Platform for: (a) violation of these Business Terms or the main Terms of Service; (b) a pattern of poor reliability (low score, repeated cancellations); (c) fraudulent or misleading conduct; (d) abusive behaviour towards clients or Rezervini staff; or (e) receipt of multiple substantiated complaint reports. Terminated businesses may not re-register under a different name or account without express written consent from Rezervini.

11. Reviews

Client reviews are a fundamental part of the Platform's trust infrastructure. You may respond to reviews through the Platform's designated reply feature. You may report reviews that you believe violate our Review Policy, but you may not request or require clients to modify or delete their reviews, offer incentives in exchange for positive reviews, or attempt to suppress negative reviews through any means. Violations will result in account suspension.

12. Search Ranking & Visibility

In compliance with the EU Platform-to-Business (P2B) Regulation (EU 2019/1150), Rezervini discloses the following main parameters that determine the ranking and visibility of business listings in search results and category pages:

• Reliability Score: Accounts with a higher no-show score are ranked more favourably. Accounts in the red score band (0–49) may have reduced visibility.
• Review rating: Businesses with a higher average client rating receive a ranking boost.
• Review volume: A higher number of verified reviews positively influences ranking.
• Profile completeness: Businesses with complete profiles (photos, description, hours, service list) are ranked above incomplete profiles.
• Account standing: Businesses under active suspension review or with pending serious reports may have reduced visibility until the matter is resolved.
• Geographic relevance: Search results are ordered by proximity to the client's location or searched area.

Rezervini does not currently offer paid placement or sponsored listings. All ranking is organic and based solely on the parameters above. We reserve the right to introduce clearly labelled sponsored placements in the future, with prior notice to registered businesses.

Acceptable Use Policy

Effective: 20 May 2026 · Version 1.0

1. Review Integrity

Reviews on Rezervini must reflect genuine first-hand experiences. The following are strictly prohibited:

• Submitting a review for a business or service you did not actually use;
• Submitting multiple reviews for the same experience under different accounts;
• Paying, incentivising, or coercing any person to submit a positive review;
• Threatening or pressuring any person to modify or remove a negative review;
• Organising coordinated review campaigns ("review bombing") against a competitor.

2. Booking Integrity

• You must not make bookings or service requests with no genuine intention to proceed;
• You must not use fake accounts to manipulate availability, inflate demand signals, or test competitors;
• You must not book slots for the purpose of blocking availability for a competitor;
• Businesses must not create fictitious client accounts to inflate booking metrics.

3. Chat & Communication

• All in-app communications must be professional and relevant to the booking or service;
• You must not use the chat to harass, threaten, intimidate, or abuse any person;
• You must not send unsolicited commercial messages ("spam") through the chat;
• You must not use the chat to solicit off-platform transactions for the purpose of circumventing accountability features;
• You must not share content that is illegal, obscene, or infringes third-party rights;
• You must not share any personal data of third parties without their consent.

4. Uploaded Content

• Images uploaded to chat or business profiles must be relevant, accurate, and appropriate;
• You must not upload images that depict illegal activity, graphic violence, nudity, or other prohibited content;
• You must not upload images to which you do not hold the rights or have appropriate permission to use;
• You must not use business profile photos to display misleading or deceptive content.

5. Account Integrity

• Each person may hold only one active account;
• You must not create a new account to evade a suspension or circumvent a penalty;
• You must not impersonate any other person or entity, including Rezervini staff;
• You must not share account credentials with third parties.

6. Platform Security

• You must not attempt to access any part of the Platform for which you are not authorised;
• You must not attempt to reverse-engineer, decompile, or exploit the Platform's code or infrastructure;
• You must not use automated scripts, bots, or scrapers to extract data from the Platform;
• You must not attempt to introduce malware, viruses, or any code designed to disrupt the Platform.

7. Discrimination & Harassment

Rezervini does not tolerate discrimination or harassment of any kind. You must not discriminate against any user based on race, ethnicity, nationality, religion, gender, sexual orientation, disability, age, or any other protected characteristic under applicable law, whether in the context of accepting bookings, writing reviews, using the blacklist feature, or any other Platform activity.

8. Reporting Violations

If you encounter content or conduct that violates this AUP, use the in-app report function available on reviews, chat messages, and business profiles. You may also contact abuse@rezervini.com. We aim to review all reports within 5 business days. False or malicious reports are themselves a violation of this AUP.

9. Consequences

Violations of this AUP may result in: content removal; a warning and formal notice; temporary account suspension; permanent account termination; score penalties; and referral to relevant law enforcement authorities where the conduct constitutes a criminal offence. The severity of the response is at Rezervini's discretion and will be proportionate to the nature and severity of the violation.

Data Subject Rights

Effective: 20 May 2026 · GDPR Chapter III · CCPA/CPRA

1. How to Submit a Request

All data subject requests must be submitted by email to privacy@rezervini.com from the email address associated with your Rezervini account. This is how we verify your identity. In your email, please:

• State the right you wish to exercise (e.g. "I request a copy of all data you hold about me");
• Include your full name and the email address linked to your account;
• For requests involving another person (e.g. on behalf of a child), include proof of authorisation.

2. Right of Access (Art. 15 GDPR)

You may request a full export of all personal data we hold about you. We will provide this in a machine-readable format (JSON) within 30 days. The export will include: your account data, booking and service history, review history, reputation score history, and notification subscription status. Chat messages are excluded if they have already been auto-deleted following ratings completion.

3. Right to Rectification (Art. 16 GDPR)

You may correct your phone number and date of birth directly in the Platform's Profile settings at any time without contacting us. If you believe other data we hold about you is inaccurate — for example, an incorrectly recorded no-show — contact privacy@rezervini.com with supporting evidence. Note that your name and email address are sourced from Google and must be corrected at the Google account level.

4. Right to Erasure (Art. 17 GDPR — "Right to Be Forgotten")

You may request deletion of your account and all associated personal data. We will delete your data within 30 days, subject to the following exceptions where retention is required:

• Booking and service history may be retained in anonymised or pseudonymised form for up to 3 years for fraud prevention and legal compliance purposes;
• Data required to resolve an active dispute or pending legal matter will be retained until the matter is resolved;
• Data the law requires us to retain (e.g. financial records where applicable) will be retained for the legally mandated period.

Upon account deletion, your name will be replaced with "Deleted User" in reviews and platform records that cannot be fully removed (e.g. reviews that form part of a business's aggregate rating).

5. Right to Restriction of Processing (Art. 18 GDPR)

You may request that we restrict processing of your data in the following circumstances: (a) you contest the accuracy of the data; (b) processing is unlawful but you prefer restriction to deletion; (c) we no longer need the data but you need it for a legal claim; or (d) you have objected to processing pending verification. During restriction, we will only store the data and not process it further without your consent, except for legal claims or protection of another person's rights.

6. Right to Data Portability (Art. 20 GDPR)

You may request your data in a structured, commonly used, machine-readable format (JSON). This right applies to data you have provided to us and that is processed on the basis of your consent or performance of a contract. Submit your request to privacy@rezervini.com and we will send the export within 30 days.

7. Right to Object (Art. 21 GDPR)

You may object at any time to processing of your data where the legal basis is legitimate interests (Art. 6(1)(f) GDPR). We will cease processing unless we can demonstrate compelling legitimate grounds that override your interests, rights, and freedoms, or processing is necessary for legal claims. You may object to processing for direct marketing at any time, with immediate effect.

8. Right to Withdraw Consent

Where processing is based on your consent (push notifications, Telegram linking), you may withdraw that consent at any time:

• Push notifications: Revoke permission in your browser settings (Settings → Site permissions → Notifications → rezervini.com → Block).
• Telegram linking: Contact privacy@rezervini.com to unlink your Telegram account and delete the associated chat ID.

Withdrawal of consent does not affect the lawfulness of processing prior to withdrawal.

9. Right to Lodge a Complaint

If you are not satisfied with how we have handled your data or responded to a request, you have the right to lodge a complaint with your national data protection authority. EU residents may find their authority at edpb.europa.eu/about-edpb/board/members_en. California residents may contact the California Privacy Protection Agency (CPPA).

10. Identity Verification

To protect your data, we will only process requests from the email address associated with your account. If we cannot verify your identity, we may request additional information. We will not respond to requests that we cannot verify, and will not charge a fee for reasonable requests unless the requests are manifestly unfounded or excessive.

11. Response Timelines

• Standard requests: Response within 30 days of receipt of a verified request.
• Complex or high-volume requests: May be extended by up to 60 additional days. You will be notified within the initial 30-day period if an extension is necessary.
• Urgent erasure requests (e.g. safety concerns): We aim to action these within 72 hours.

Imprint (Legal Notice)

Required under §5 TMG (Germany), §25 MedienG (Austria), and equivalent EU national laws

Platform Operator

[REZERVINI COMPANY NAME]
[REGISTERED STREET ADDRESS]
[CITY, POSTAL CODE, COUNTRY]
Commercial Register: [REGISTRY NAME], Registration No. [REG NUMBER]
VAT Identification Number: [VAT NUMBER]

Contact

Email: legal@rezervini.com
General enquiries: support@rezervini.com
Data protection: privacy@rezervini.com
Abuse & violations: abuse@rezervini.com

Responsible for Editorial Content

[NAME OF RESPONSIBLE PERSON]
[SAME ADDRESS AS ABOVE]

Dispute Resolution

The European Commission provides an online dispute resolution (ODR) platform for consumers at ec.europa.eu/consumers/odr. We are not obliged to participate in dispute resolution proceedings before a consumer arbitration board and do not voluntarily participate in such proceedings. For any disputes, please contact us directly at legal@rezervini.com in the first instance.

Liability for Content

As a service provider, we are responsible for our own content on these pages under general law. We are not, however, obliged to monitor transmitted or stored third-party information or to investigate circumstances that indicate illegal activity. Obligations to remove or block the use of information under general law remain unaffected.

Liability for Links

Our Platform contains links to external third-party websites over which we have no control. We accept no liability for the content of external links. The content of linked sites is the sole responsibility of their respective operators.

Copyright

All content and works on this Platform created by the Platform operators are subject to copyright law. Reproduction, editing, distribution, or any form of use outside the scope of copyright law requires the written consent of the respective author or creator. Downloads and copies of this site are only permitted for private, non-commercial use.