Terms of Service

AHEX LTD (C 95809) | LORRO| Malta

PART A — TERMS FOR ALL USERS

1. Who we are and what Lorro is

1.1 Lorro is operated by AHEX LTD (C 95809), 113, Triq l-Imdina, Qormi QRM 9016, Malta ("Lorro", "we"). Contact: info@lorro.app.

1.2 Lorro is an online marketplace connecting people who need home services ("Clients") with independent service providers ("Providers"). When a Client accepts a Provider's Offer, a contract for the services is formed directly between the Client and that Provider. Lorro facilitates the match, the communication, and the payment, and charges fees for doing so; Lorro is not a party to the service contract and does not itself perform the services.

1.3 Ownership disclosure: MCS, a cleaning company registered as a Provider on Lorro, is under common ownership with AHEX LTD. MCS receives no ranking preference, fee discount, early access to jobs, or vetting shortcut, and is subject to these Terms like any other Provider.

1.4 Meaning of "protected", "LorroProtect", and similar wording. References to "protected" or "LorroProtect" mean the LorroProtect Guarantee in §6A, subject to its conditions and limits.

2. Accounts

2.1 By creating an account you confirm you are 18 or older, your information is accurate and kept current, and you will maintain only one account per person or entity. Accounts are personal and may not be sold, lent, or transferred.

2.2 We may decline, suspend, or close accounts for breach of these Terms. Suspension and closure decisions affecting a Provider's ability to work are made by a human member of our team, never by automated means alone, and may be contested at info@lorro.app.

2A. Conduct on the platform

All users must: treat each other with respect and without discrimination or harassment; refrain from violence, threats, or any criminal conduct; not use the platform for fraud or money laundering; not scrape, copy, or extract platform data by automated means; and not misuse another person's account or identity. Breach is grounds for suspension or closure under §2.2, and conduct presenting a safety threat may be reported to the authorities.

3. How the marketplace works

3.1 A Client posts a Job Request describing the work, with photos and a general area. A Job Request is an invitation for Offers, not a binding order.

3.2 Verified Providers may submit Offers stating their price, what is included and excluded, and their proposed timing. Providers are free to submit, update, or withdraw Offers, and free to ignore any Job Request without any penalty or account consequence. Clients and Providers may exchange counter-offers.

3.3 When the Client accepts an Offer and payment is authorized, a Confirmed Job exists: a binding contract between Client and Provider on the accepted terms. Only then are the Client's exact address and phone number shared, through the platform's message thread.

3.4 Everything stays on the platform. All communication before job completion, all payments, and all agreements on scope and price must go through Lorro. Cash payments are not permitted. Soliciting, offering, or accepting off-platform payment or engagement for work originating on Lorro is a material breach: Providers face removal (revocation of bidding rights and delisting) and Clients face account review and possible closure.

3.5 Additional work discovered during a job must be agreed in the message thread and confirmed as a separate follow-on transaction on the platform before it is performed. Work performed without a confirmed transaction is at the Provider's own risk and is not covered by Lorro's payment protection or dispute process.

3A. Client obligations

3A.1 Accurate description. You must describe the job accurately (property characteristics, access, condition, scope). An accepted Offer's price is based on your description; if the actual job materially differs from it, the Provider may decline to proceed or propose an adjusted Offer under §3.5, without penalty.

3A.2 Safe access and premises. You must provide safe, lawful access to the property at the agreed time and disclose known hazards (including aggressive pets).

3A.3 Valuables. Secure cash, jewellery, and items of special or sentimental value before the job. These are excluded from damage cover (§6A.5).

3A.4 You must hold the rights needed to order work at the property (owner, tenant with permission, or authorized manager).

3A.5 Where you supply products or equipment, they must be in reasonable working condition; outcomes may be limited by what you supply (see §11.6).

4. Fees and payments

4.1 Client trust & support fee: 8% of the accepted Offer price, shown as a separate line before you confirm. It funds platform maintenance, customer support, dispute handling, and operational trust mechanisms including the LorroProtect Guarantee.

4.2 Provider commission: 12% of the accepted Offer price, deducted from the Provider's payout. By accepting these Terms, Providers authorize Lorro to deduct commission and to arrange payouts via our payment processor (Stripe).

4.3 Payment is authorized and held when an Offer is accepted, and released to the Provider after the Provider marks the job delivered and the Client confirms completion or 14 days pass without a change request. Payouts may be withheld during an active investigation into a suspected breach of these Terms, for no longer than the investigation reasonably requires.

4.4 By using the platform, Providers authorize Lorro to prepare and issue invoices and receipts to Clients on the Provider's behalf for services performed through the platform. Providers remain responsible for the accuracy of their tax details on file.

5. Cancellations

5.1 A Confirmed Job may also be cancelled free of charge within 5 minutes of acceptance, provided the job has not yet started. A Client may cancel a Confirmed Job free of charge up to 24 hours before the agreed start time. For jobs agreed less than 24 hours before their start, the free-cancellation window is proportionally shorter and is shown at acceptance. Cancellation inside the window incurs a fee of 50% of the accepted price. Times are rounded to the nearest 30 minutes.

5.2 Cancellation is free if the Provider is materially late, fails to attend, or cannot perform the job as agreed. A Provider who cancels a Confirmed Job without good reason may face review of their bidding rights (human decision, §2.2).

5.3 Cancellation fees are applied by our team in line with this published policy.

5.4 Trust & support fee on cancellation: refunded in full where cancellation is free; where a cancellation fee applies, the trust & support fee on the cancelled amount is retained to cover processing and protection costs.

5.5 Where cancellation fees go. Cancellation fees compensate the Provider whose time was reserved: the Provider receives the fee less the standard commission, provided the Provider is in good standing under these Terms. The trust & support fee is handled per §5.4.

5.6 Client no-show. If the Provider attends at the agreed time and the Client is unavailable, unresponsive, or access to the property is not provided as agreed (§3A.2), the job is treated as cancelled inside the fee window: the 50% fee applies and §5.5 governs its distribution. The Provider must evidence attendance (e.g., a timestamped photo or platform message from the location).

5.7 Unpaid fees. If a cancellation fee cannot be collected or is reversed, the amount remains due; the account may be suspended until settled (§2.2), and the Client is responsible for reasonable costs of recovery.

5A. Consumer right of withdrawal

5A.1 If you are a consumer, you have a statutory right to withdraw from a distance contract within 14 days. By booking a Confirmed Job to start within that period, you expressly request that the service begin before the withdrawal period ends.

5A.2 Mid-Job Cancellations, Progress Payments, and Sunk Costs

5A.3 If a Job Request has been fully performed, you acknowledge and agree that the client's right of withdrawal is entirely waived and lost. If a Client chooses to cancel or withdraw from a project after the professional has arrived on-site and actively commenced performance, the financial liabilities are split into three strict categories:

5A.4 Proportionate Progress Payment: The Client owes a proportionate percentage of the total agreed quote value based on the actual physical progress made toward completion of the task, as determined by Lorro Support via progress photos if a mutual agreement cannot be reached.

5A.5 Full Material Reimbursement: The Client is liable for 100% of the cost of any non-refundable materials or supplies purchased specifically for the execution of their project, provided the professional presents valid receipts and leaves said materials on the client's premises.

5A.6 Short-Notice Protection Fee: Because the professional reserved their calendar and turned down alternative local assignments, the short-notice cancellation penalties outlined in §5 shall apply to the unperformed remainder of the contract balance.

5A.7 Immediate Notification Duty: To execute this right, the Client must immediately send an explicit message to the provider within the Lorro platform chat interface to halt labor liability, followed by a formal written notification to info@lorro.app within twenty-four (24) hours. Labor performed up until the timestamp of the direct platform chat notification must be fully compensated.

6. Quality problems and remedies

6.1 Report substandard work within 24 hours of completion, with photos. The default first remedy is a free remedial visit by the Provider within 48 hours. The Provider must respond to a quality complaint within 2 business days; failure to respond permits us to resolve the complaint on the available evidence. 'Substandard' means below the result a competent professional would achieve given the agreed scope and the products and equipment agreed to be used — not a guarantee of subjective satisfaction.

6.2 If the remedial visit is declined by you or not completed in time, we apply a partial refund of 25-50% under our documented severity criteria. Work not performed at all, or a safety or damage incident, qualifies for a full refund and, where applicable, a claim under the LorroProtect Guarantee (§6A).

6.3 Where a payout has already been released, Lorro may refund the Client and recover the corresponding amount from the Provider, including by set-off against future payouts, only where we make a reasoned determination that the Provider breached the Confirmed Job's terms. Goodwill payments we choose to make without such a determination are at our own cost and are not deducted from the Provider. The recovery, subrogation, and set-off mechanics in this §6.3 apply to any compensation, remedy, or repair outlays made by Lorro to a Client under the LorroProtect Guarantee (§6A) resulting from a Provider's negligence. Lorro reserves the right to pursue formal debt collection or legal recourse directly against the Provider for all sums disbursed under the Guarantee.

6.4 Damage claims under the LorroProtect Guarantee are governed exclusively by §6A.

6.5 If a complaint cannot be resolved through this process, consumers may refer the matter to the Malta Competition and Consumer Affairs Authority (MCCAA) or pursue any other remedy available at law.

6A. The LorroProtect Guarantee

In short: Up to €1,000 per job (a €50 excess applies) for accidental property damage caused by a Provider's negligence — book and pay through Lorro, report within 72 hours of completion or discovery (30 days maximum for latent defects), complete your claim within 14 days of reporting. Full conditions below, which govern.

6A.1 What it is. LorroProtect is a guarantee provided by Lorro (AHEX LTD) compensating Clients for direct physical damage to their property caused by a Provider's negligence during performance of a Confirmed Job. "Negligence" means a breach of the care reasonably expected in performing the job which directly caused the damage, as determined by Lorro in good faith on the evidence. LorroProtect is not an insurance policy and Lorro is not an insurer; it is a contractual guarantee funded by the platform's trust & support fee. Lorro may maintain its own insurance arrangements behind this guarantee; any such arrangements are Lorro's own, and do not make the Client or any Provider a party to, or customer of, any insurance policy. Only the Client of the relevant Confirmed Job may claim under it, and it may not be assigned.

6A.2 Limit, excess, and valuation. Up to €1,000 per claim, one claim per Confirmed Job, subject to a €50 excess borne by the Client. Compensation is limited to: (a) the lesser of repair cost or replacement value of the damaged item, less reasonable depreciation for age and condition; and (b) the specific damaged item or area only — damage to one part does not extend the claim to an undamaged whole. LorroProtect supplements — and does not replace or limit — the Provider's own responsibility (§8.2) or insurance framework obligations (§10.1).

6A.3 Eligibility conditions. LorroProtect applies only where:

  • (a) the job was booked and paid entirely through the platform — any off-platform payment or side arrangement voids the guarantee for that job;
  • (b) the damage is reported with photos and available before/after evidence within 72 hours of job completion — or, where the damage consists of a latent defect that could not reasonably have been discovered within that timeframe, within 72 hours of actual discovery, up to an absolute maximum cutoff of 30 days following job completion. The claim must be completed, with all requested documentation submitted, within 14 days of the initial report;
  • (c) the Client complied with §3A (accurate description, secured valuables, safe premises) and attempted in good faith to resolve the issue with the Provider first — including accepting a reasonable repair or remedial visit offered under §6.1;
  • (d) there is no unresolved breach of these Terms by the Client and no pending payment chargeback relating to the Confirmed Job in question; and
  • (e) the claim is made honestly and with full cooperation. A claim that is dishonest, exaggerated in bad faith, or supported by false evidence is void in its entirety, and is grounds for account closure (§2.2) and, where appropriate, referral to the authorities.
  • (f) Where the property is occupied or used by any third party (including a guest) between job completion and inspection, damage must be reported before that occupation begins; damage reported after intervening occupation cannot be attributed to the Provider and is ineligible.

6A.4 Secondary to other cover. Where the Client holds insurance that responds to the damage — including home, contents, or landlord/property insurance — the Client must first seek compensation under that policy; LorroProtect pays only the portion not otherwise covered, up to its limit. LorroProtect does not pay amounts already compensated by the Provider or any insurer.

6A.5 Exclusions. LorroProtect does not cover:

  • intentional damage; theft (report to the Police);
  • damage resulting from methods the Client instructed against the Provider's advice;
  • anything outside Malta;
  • cash or currency; jewellery, precious metals or stones; fine art and antiques; items of sentimental or rare value beyond straight replacement value; animals; loss of electronic data;
  • damage to common areas or property the Client does not own or control;
  • pre-existing damage, product defects, and normal wear and tear;
  • work that legally required a licensed professional (e.g. REWS-authorised electrical work, F-Gas refrigerant handling) where the job was arranged or performed outside that requirement;
  • indirect or consequential losses of any kind — including loss of rental income, alternative accommodation, cancelled bookings, or loss of use.

6A.6 Burden of proof and duties during review. The Client bears the burden of establishing the damage, its cause by the Provider's negligence, and its value — including receipts, proof of ownership, or other evidence of value where reasonably available. The Client must preserve the damaged property from further damage, allow Lorro (or its representatives) to inspect and document it, provide requested materials by the stated dates, and cooperate with any recovery Lorro pursues against the party responsible. Evidence from the job itself — including the Provider's arrival and condition photos — is weighed in the assessment.

6A.7 Decision, remedy election, and payment. Lorro reviews the evidence, obtains the Provider's response (§6.1's two-business-day duty applies), and issues a reasoned decision within 10 business days of receiving complete information. Lorro may, at its option, remedy an approved claim by arranging repair, providing replacement, or making payment (by refund or bank transfer) — whichever reasonably makes the Client whole. On settlement:

  • (a) the Client releases Lorro from further liability in respect of the facts of that claim (this does not affect the Client's rights against the Provider beyond the amount settled, which are formally assigned and subrogated to Lorro up to that amount under §6.3);
  • (b) the Client agrees to keep the settlement amount confidential, except as required for statutory tax compliance, professional legal consultation, or formal reporting to a regulatory or law enforcement authority; and
  • (c) amounts paid in error must be refunded.
  • Nothing in this section limits the Client's statutory consumer rights, and unresolved complaints may be escalated per §6.5.

6A.8 Changes. LorroProtect's terms may be amended prospectively with notice (§9A.1); amendments never affect claims arising before their effective date.

7. Reviews

Both parties may review each other after a Confirmed Job. Reviews are double-blind (published when both have submitted or the window closes), must be honest and based on the actual job performed, and may be removed only for unlawful content, fake or incentivized submissions, or breach of these Terms.

7A. Content you upload

You retain ownership of photos, text, and other content you upload. You grant Lorro a non-exclusive, royalty-free licence to host, display, and use that content for operating and promoting the platform. You warrant your content doesn't infringe anyone's rights, and you may request removal of your content subject to our retention obligations.

8. Liability

8.1 Lorro provides the platform "as is" and does not guarantee that any Job Request receives Offers or that any Provider is available.

8.2 The Provider - not Lorro - is responsible for the performance and quality of the services, as the service contract is between Client and Provider (§1.2). Lorro's remedies in §6 and its guarantee arrangements are provided in addition to, not in place of, the Provider's responsibility.

8.3 To the extent permitted by law, Lorro's total liability to any user arising from the platform is limited to the greater of the fees that user paid to Lorro in the preceding 12 months or €500, except that this limit does not apply to amounts payable under the LorroProtect Guarantee (§6A), which is subject to its own specific limit. Nothing limits liability that cannot lawfully be limited under Maltese law (including for death or personal injury caused by negligence, or fraud).

9. Provider ranking, complaints, and mediation (P2B)

9.1 How Offers and Providers are presented: Offers on a Job Request are shown to the Client with the Offer price, the Provider's rating and completed-job count, response time, and verification badges. Where any default ordering applies, its main parameters are: relevance to the requested category and area, Provider rating, and responsiveness. No Provider - including MCS (§1.3) - receives paid or preferential ranking. Any future sponsored placement will be clearly labelled.

9.2 Internal complaints (Providers): Providers may lodge complaints about ranking, suspension, or any platform decision at info@lorro.app; we acknowledge within 2 business days and respond with reasons within 15 days, by a human decision-maker.

9.3 Mediation: Where required by Regulation (EU) 2019/1150 (P2B Regulation), we will identify independent legal mediators whom we are willing to engage with to resolve structured disputes with registered business-user Providers.

9A. General

9A.1 We may amend these Terms with reasonable notice; continued use after the effective date is acceptance. Material changes affecting Providers' core terms are notified at least 15 days ahead (or the longer period P2B requires).

9A.2 If any provision of these Terms is held invalid, the remainder continues in force, and the invalid provision is replaced by a valid one closest to its intent.

9A.3 If these Terms are translated, the English version prevails.

9A.4 On account closure, Confirmed Jobs already in progress are completed or wound down under these Terms, which survive for that purpose along with §7A, §12, and any accrued rights.

9A.5 These Terms, and any non-contractual obligations arising out of or in connection with them, shall be governed by, and construed in accordance with, the laws of the Republic of Malta. Subject to any mandatory statutory protections afforded to consumers, any dispute, controversy, or claim arising out of or relating to these Terms, including the validity, invalidity, breach, or termination thereof, shall be subject to the exclusive jurisdiction of the Maltese Courts. Our Privacy Policy forms an integral part of these Terms.

PART B — ADDITIONAL TERMS FOR PROVIDERS

10. Provider status and warranties

10.1 You participate as an independent business — either a self-employed individual or a registered company. Nothing in these Terms creates an employment, agency, or partnership relationship between you and Lorro. You decide which jobs to bid on, you set your own prices through your Offers, and you are never penalized for declining or ignoring Job Requests. You may maintain your own clientele and offer your services elsewhere, including on competing platforms — the restriction in §3.4 applies only to work originating on Lorro.

10.2 You warrant that: (a) you are duly registered for your activity (Jobsplus/CFR self-employment registration, or company registration, as applicable) and tax-compliant; (b) if you are a third-country national, you hold authorization that explicitly covers this work — one of: long-term residence; a protection-status Employment Licence; an EU-family-member permit; a Self-Employment Licence; a Student Employment Licence (within its 20-hour weekly limit); or a secondary employment licence alongside a full-time Single Permit; (c) all documents you provide are genuine and current; and (d) if you are a company, every person you deploy through the platform is lawfully employed and authorized by you, and you bear full employer responsibility for them.

10.3 You indemnify Lorro against fines, penalties, and costs arising from any breach of the warranties in 10.2, including misrepresentation of immigration or work-authorization status. Fraudulent documentation results in immediate removal and may be reported to the authorities. These warranties supplement — and never replace — our own verification, which you agree to cooperate with, including renewals before document expiry.

10.4 Verification is point-in-time. Our verification of your documents and licences reflects their status when checked. You must keep them current and notify us of any change or revocation; expiry without renewal suspends bidding rights (§14). You must also promptly disclose any criminal conviction relevant to your work on the platform that arises after verification.

10.5 What verification badges mean. Badges such as "ID verified" or "licence verified" mean the stated checks were completed under §10.4 and our vetting process at the time shown. They are not a guarantee of the quality of any particular job, which remains the Provider's responsibility (§8.2), backed by the remedies in §6 and the LorroProtect Guarantee (§6A).

11. Performing jobs

11.1 Once your Offer is accepted, the Confirmed Job is binding: attend on time, perform the work as offered, and communicate through the platform.

11.2 Substitution: you may arrange for a Confirmed Job to be performed by a substitute only if the substitute is themselves a fully verified Lorro Provider in the same category, the Client is informed and does not object, and you remain jointly and severally responsible for the job with the substitute. Company Providers may deploy their own lawfully employed staff consistent with 10.2(d) without this clause applying.

11.3 You maintain any licences your category requires (e.g. REWS Authorisation for electrical work, F-Gas certification for refrigerant handling) and perform work only within their scope. You supply your own tools and equipment unless otherwise agreed with the Client.

11.4 Public liability insurance. Providers in categories requiring a professional licence (including plumbing, electrical, and refrigerant/AC work) must hold and maintain valid public liability insurance covering their work in Malta before bidding rights are granted, and keep the policy details on file with us current; failure to provide proof of cover on request suspends bidding rights (§2.2, human decision). Providers in all other categories are encouraged to hold such cover; verified cover is shown as an "Insured provider" badge. The LorroProtect Guarantee (§6A) is supplementary to, and does not replace or reduce, any Provider's own liability or insurance obligations.

11.5 Confidentiality: anything you see or learn in a Client's home or premises is confidential, indefinitely. You must not photograph or record inside a property except as evidence for the job itself (arrival/condition photos via the platform).

11.6 Client-supplied products and equipment. Where the Client supplies cleaning products or equipment, you must check they are adequate for the agreed job and flag any inadequacy in the platform chat before starting or on discovering it. If the Client instructs you to proceed regardless, results attributable to the flagged inadequacy are not substandard work under §6.1. If you proceed without flagging, you accept the supplied products and equipment as adequate.

12. Client data you receive

12.1 When a Client's address and phone number are shared with you for a Confirmed Job, you act as an independent controller of that data. You may use it solely to perform that job, must keep it confidential, must not add the Client to any marketing list, and must delete it within one month of completion unless your own legal obligations require otherwise.

13. Taxes and reporting

13.1 You are responsible for your own tax, VAT, and social security obligations. You acknowledge that Lorro is legally required to report your annual platform earnings and identification data to the Malta Tax and Customs Administration under DAC7. You will keep your tax identification details accurate.

14. Vetting and the knowledge test

14.1 Bidding rights are granted after verification and a category knowledge test. A passing result may be recorded and rights granted automatically; a failed test may be retaken after 48 hours, and you may request human review of any outcome. Rights are suspended (by human decision) if a required document lapses, and restored on renewal.

14.2 You may bid only in service categories you are approved for; bids outside your approved services may be withdrawn and repeated breaches trigger rights review (§2.2).