Terms for professionals

Who these terms are between

They are an agreement between you, acting in the course of your business, and Eurvella Ltd, which operates URVO. Because you use URVO to reach consumers, Regulation (EU) 2019/1150 applies to this relationship, and several sections below exist because that regulation requires them: how you are ranked, why you might be suspended, how much notice we owe you, and how to bring a complaint.

You are running your own business

You are an independent contractor, not an employee of URVO. You decide whether to accept a job, when you are available and in which hours requests reach you, which trades you work in and how far you travel. You use your own tools, you carry your own insurance and you are responsible for your own tax.

• We do not tell you how to do the work.
• We do not require you to work set hours or take a minimum number of jobs.
• Nothing here creates employment, agency, or a partnership between us.

How this relationship is classified is a question of fact and of law, not of what a contract calls it. If your situation changes so that this description stops being true, tell us.

Getting verified

Before customers can book you, we check who you are and what you are entitled to do. That is not bureaucracy for its own sake: a platform that lets consumers find traders has to know which traders it is putting in front of them, and a customer letting a stranger into their home deserves to know it too.

Identity

A valid identity document. Required for everyone.

Tax identification

Required for everyone, because we have to report what you earn (see below).

Liability insurance

Required for everyone, and it has to still be in date.

Trade qualifications

Where your trade requires registration — gas and electrical work in Ireland, for instance — we need the registration before you can be booked for it.

We aim to review a document within about two working days. Uploading it is not approval: a person looks at it, and until then nothing changes. If we reject one we tell you why, so you do not send the same thing again.

How customers find you

Results are ordered by distance from the address the customer gave. You appear only if you are verified, available at that moment, inside your working hours and not already on a job, work in the trade being asked for, and your own declared travel radius covers their address. Position in the list cannot be bought.

• Distance is measured from the starting point you set, not from where your phone happens to be.
• There is no paid placement, no promoted slot and no way to pay for a better position.
• Your rating does not move you up or down the list. It is shown to the customer, who decides.

This is the description of ranking parameters that Article 5 of Regulation (EU) 2019/1150 requires. If we change how ranking works, this section changes with it and you get notice first.

Being available, and being bookable

Available, busy and off duty are yours to set, and so are your working hours. Being bookable is not the same thing: you appear to customers only when you are available, inside your hours, not already on a job, and everything else is in order.

• Working hours are one window, the same every day, with a switch for weekends, and a window can run past midnight for night work. Outside it you do not appear in searches; a job you have already accepted can run past it.
• While you are on a job you do not appear in searches either, so new customers are not left waiting on you. You reappear by yourself when the job ends.
• A missing or expired mandatory document makes you unbookable, whatever your status says.
• Without a starting point there is no distance to measure, so no search reaches you.
• We warn you thirty days before a document with an expiry date runs out.

If you are not appearing in searches, the professional profile in the portal says which of these it is. Someone who sets themselves available and hears nothing should be told why, not left to conclude the app is broken.

Taking a job

Before you accept, a request shows you the job, its photos, the distance and the route, and the customer's rating from other professionals. Accepting a request, scanning the customer's code, starting, pausing and finishing a job all happen in the URVO app. The portal on the web is for looking things up and managing your account — it will not let you accept or run a job, and that is deliberate.

The code you scan on the customer's phone is what makes the record trustworthy for both of you. A job that could be started from a browser would be a job that could be started from anywhere.

Time and what it is worth

The hourly rate for your trade in your market is shown to the customer before they confirm. Time is counted the same way for everyone:

• At least one hour is billed, even if the job takes less.
• After that, time runs in fifteen-minute blocks.
• A new block is only charged once you are more than five minutes into it.
• Pauses are recorded and are not billed.
• Labour is paid only through the timer. It cannot be asked for as an extra.

Getting paid

The customer pays URVO; we deduct our commission and pay you the rest. Payouts go through Stripe to the bank account you set up during onboarding, and normally reach it within about two working days of the job being settled.

• The commission rate for your market is shown to you, and every payout breaks down what the customer paid, what we took and what you receive.
• You need to finish Stripe's onboarding before any money can move. Stripe hosts that form; your bank and identity details do not pass through us.
• A cancellation charge paid by a customer is passed on under the same split.
• Extras the customer paid arrive with the payout for the job, minus the payment fee described below.

Extras: materials and other costs

When a job needs something beyond your time, you can ask the customer to pay for it in the app while the job is running: materials and parts, waste disposal, parking and tolls, equipment hire, or another cost of the job. You say what it is and how much, and you can attach up to three photos of the receipt.

• The customer accepts and pays it in the app, or declines it. While it is waiting for an answer, you can withdraw it.
• An extra is a cost of the job, never labour. Asking for time as an extra is not allowed.
• You cannot declare a job finished while an extra is waiting for an answer or a payment.
• The customer pays exactly what you asked. You receive it with the payout for the job, minus a payment fee — currently 3% — that covers the cost of the card payment and appears on our commission invoice. The app shows what you will receive before you send the request.
• Each market has limits. In Ireland they are currently €1 to €500 per extra, and up to €1,000 per job.
• Extras appear on their own lines on the customer's receipt and on the invoice you issue to them. The VAT you apply to them is part of your own invoicing.

If a customer disputes an extra, we look at the request, the receipt and the record, and we ask for your side before deciding.

Tax is yours, and we have to report it

You are responsible for your own tax, including registering and charging VAT if you are required to. We do not give tax advice.

Directive (EU) 2021/514 — DAC7 — requires platforms to report to the tax authorities what sellers earn through them. That is why a tax identification number is mandatory, and why we cannot make it optional. What we report is your identity, your tax number and what you were paid.

Insurance and keeping it current

Your liability insurance has to be valid while you work. It protects the customer and it protects you, and a platform that let uninsured people into homes would be doing neither.

When a policy expires you stop being bookable until the new one is approved. We warn you thirty days ahead precisely so this never comes as a surprise on a Monday morning.

Not turning up

A customer waiting for someone who never arrives is the worst thing that can happen on this platform, and the one thing they will never forgive. There is a fifteen-minute grace period, and after thirty minutes the customer is told something has gone wrong.

Three no-shows inside thirty days suspend you automatically. It is automatic because a rule applied only sometimes is not a rule. It is reversed by a person, not by a button, and you can ask for that review.

Suspension and termination

If we restrict, suspend or end your access, you get a statement of the reasons. Not a generic notice — the actual reason, and what it was based on.

• For a suspension, you get the reasons at the time it takes effect.
• To end your access altogether, we give you thirty days' notice with reasons, unless we are under a legal obligation, or the ground is repeated breaches or something that puts people at risk.
• You can contest any of it through our internal complaint-handling, and we have to consider it.

Articles 4 and 11 of Regulation (EU) 2019/1150 set this out. We are not describing a courtesy.

Changes to these terms

We give you at least fifteen days' notice of any change to these terms, and longer where the change needs you to do something technical or commercial to adapt. The notice goes to you directly, not just as a new date on this page.

• During the notice period you can end the agreement, and doing so takes effect at once.
• You can waive the notice period in writing if a change suits you sooner.
• A change required by law may take effect faster, and we will say so.

Your data, and taking it with you

The data generated by your work on URVO is available to you: your jobs, your hours, your earnings and your payouts are all in the portal, and you can ask us for an export.

• We do not sell your data, and we do not hand your customer list to a competitor.
• We use aggregate figures to run and improve the platform.
• What we hold about you as a person, and why, is in the privacy notice.

Reviews about you

Customers rate the job afterwards. A rating is shown alongside the number it is based on, because four stars from two jobs and four stars from two hundred are not the same claim.

• We remove reviews that are abusive, personal or not about the work.
• You can report one, and a person looks at it.
• We do not remove a review simply because it is bad.
• You can rate customers too. Other professionals see that rating, with the number of reviews behind it, when that customer sends them a request.

Complaints and mediation

If you have a problem with a decision we made, use our internal complaint-handling system: write to us, say what decision you mean, and we will deal with it and answer you. Complaints explains how and how long we take.

If that does not settle it, Regulation (EU) 2019/1150 gives you the right to take the matter to mediation. We will name mediators we are willing to engage with, and we bear a reasonable proportion of the cost. None of this stops you going to court.

The law that applies

Irish law governs these terms, and the Irish courts have jurisdiction.