Terms of service

Who these terms are between

They are an agreement between you and Eurvella Ltd, a company registered in Ireland, which operates URVO. Using the URVO app, this website or the portal means these terms apply. If you carry out work through URVO you are a business user, and the agreement that governs your side is set out in the terms for professionals.

What URVO is, and what it is not

URVO is the place where a request meets a professional, and the record that shows what happened. The work itself is carried out by an independent professional who runs their own business. We are not the trades business, we do not employ the professionals, and we do not supervise the work while it happens.

• We show you verified professionals near you, and deliver your request to the one you choose.
• We record when someone arrived, when the work started, how long it ran and what it came to.
• We collect the payment, pass on the professional's share and keep the receipt.
• We do not decide how the work is done, and we do not guarantee a particular result.

Because a professional is an independent business, they are responsible for the work and for holding the insurance and registrations their trade requires. We check those documents before anyone can be booked — see how professionals are verified.

Your account

You need an account to request work. You must be at least 18, give details that are true, and keep them up to date. One person, one account.

• Your email address and phone number are how a password is recovered, so we verify them and they cannot be changed without proving you hold them.
• Keep your password to yourself. Anything done from your account is treated as done by you until you tell us otherwise.
• If you think someone else has got in, write to us and change your password.

Asking for a job

You pick a trade and one of your saved addresses, then describe the problem — a few photos (up to five) help more than a paragraph. Then you choose a professional from the list, and the request goes to them alone. If they decline or do not answer in time, the request closes on its own, nothing is charged, and you can send it to someone else.

The address comes from your saved addresses rather than free text. We locate the address on the map once and reuse it, so the person coming to you has the same point we do — a retyped address is how someone ends up at the wrong door.

Ask URVO

In the app you can describe the problem to Ask URVO, an AI assistant, instead of choosing the trade yourself. It suggests which of our trades fits. It is a suggestion, not a diagnosis or professional advice, and it can be wrong: if you think the job needs another trade, choose that one.

• It never books anything: you choose the professional and send the request.
• If what you describe sounds dangerous (gas, electricity, water near the electrics, smoke or fire), it shows you what to do first and the emergency numbers. Follow them before anything else: Ask URVO does not replace the emergency services.
• What you write and your photos go to the professional you choose, as with any request.

How the description and photos are handled, and for how long, is in the privacy notice.

How the list is ordered

Results are ordered by distance from the address you gave. Only professionals appear who are verified, available at that moment, inside the working hours they have set and not already on another job, who work in the trade you asked for, and whose own declared travel radius covers your address. Position in the list cannot be bought.

There is no paid placement, no promoted slot and no ranking boost for sale, here or anywhere on URVO.

What it costs

You see the hourly rate before you confirm anything. Time is what is charged, and it is charged like this:

• A job is billed for at least one hour, even if it takes less.
• Past the first hour, time is counted in blocks of fifteen minutes.
• A new block is only charged once you are more than five minutes into it, so running a few minutes over does not cost a quarter of an hour.
• The app shows the running total while the work is happening.

Parts, materials and other costs of the job are not in the hourly rate. They are paid as extras, and only if you accept them: see below.

Starting the work, and finishing it

The professional confirms arrival at your address, and the timer starts when the work does — not when they set off, and not when they park. Starting and closing a job go through a code that the two of you exchange in person, which is why the record cannot say someone was there when they were not.

• You get the code in your app; the professional scans it to begin.
• The timer can be paused and resumed, and every pause is in the record.
• Closing works the same way: you show a closing code, or read out its six digits, and that turns the record into the final amount. If you do nothing, the job closes by itself two hours after the professional finishes.

Extras: parts, materials and other costs

While the work is under way, the professional can ask you to pay for something the job needs: materials and parts, waste disposal, parking and tolls, equipment hire, or another cost. The request tells you what it is for and how much it costs, and it can include photos of the receipt.

• Nothing is charged unless you accept. If you accept, the amount is charged to your card straight away; if you decline, nothing is.
• Labour is never an extra. Time is charged only through the timer, as described above.
• A job cannot be closed while an extra is waiting for your answer, so you always confirm with the whole bill in front of you.
• You pay exactly the amount requested. Each extra appears on its own line on your receipt and on the professional's invoice.

If an extra turns out to be wrong — the wrong amount, or something that was never used — tell us through complaints. We look at the request, the receipt and the record, and where a refund is due it goes back to your card.

Paying

Payment is by card, in the app. Before a job starts we place a hold on your card for the minimum charge — that is a reservation, not a payment, and no money leaves your account. When the job is finished the real amount is taken and the rest of the hold is released. Extras you accept are charged separately, when you accept them.

• Card details go to Stripe, our payment provider. We never see or store your card number.
• You get a receipt for every charge, and the same record is visible to both of you.
• A refund usually reaches your account within about five days, depending on your bank.

Cancelling a job

Before anyone accepts your request, cancelling costs nothing. After a professional has accepted, you have five minutes in which cancelling is still free — enough to realise you asked for the wrong thing. After that, someone has set off for you, and cancelling costs half of the one-hour minimum.

The exact amount is shown to you before you confirm a cancellation. We do not quote one figure and charge another.

Your right to change your mind under consumer law

Because you are buying at a distance, Irish and EU consumer law gives you fourteen days to withdraw from the contract. On-demand work does not sit still for fourteen days, so when you ask for a professional now you are expressly asking us to begin before that period ends, and you acknowledge that once the work has been fully performed the right to withdraw is gone.

• If you withdraw before the work starts, you pay nothing beyond any cancellation charge above.
• If you withdraw while the work is under way, you pay for what has already been done, in proportion.
• Once the job is complete, the right no longer applies.

None of this affects your rights under the Consumer Rights Act 2022 if the work is not done with reasonable care and skill. Those rights cannot be signed away and these terms do not try to.

If nobody turns up

A professional who has accepted is expected at the time shown. There is a fifteen-minute grace period; after thirty minutes we will tell you that something has gone wrong. You can report a no-show, the hold on your card is released, and you can send the request out again.

Three no-shows inside thirty days suspend a professional from the platform. That is not a warning we deliver quietly — it is automatic, and only someone on our team can reverse it.

Reviews

A few hours after a job you can leave a rating and up to a thousand characters. Say what happened. Reviews are how the next person decides, which is exactly why we remove ones that are abusive, personal, or about something other than the work.

• You can only review a job you actually had.
• You can report a review you believe breaks these rules, and we look at it.
• We do not remove a review because the professional did not like it.
• The professional can rate you too. Other professionals see that rating, and how many reviews it rests on, when you send them a request.

Having someone in your home

A call-out only works if the person can get in and get on. Please make sure there is safe access, that someone over 18 is there, and that pets and parking are sorted out.

• Tell the professional about anything about the property they should know before they start.
• A professional may stop and leave if the site is unsafe, and time already worked is still charged.
• Do not ask for work that needs a registration the professional does not hold. Gas and electrical work in Ireland is restricted, and so it should be.

What we are responsible for

We are responsible for URVO: that the platform works, that the record of a job is accurate, and that money is handled and accounted for correctly. If we get one of those wrong, that is on us.

• The quality of the trade work is the professional's responsibility, and so is any damage caused in doing it.
• We do not limit our liability for death or personal injury caused by our negligence, for fraud, or for anything the law does not allow us to limit.
• Beyond that, and to the extent the law allows, our liability for any job is limited to the amount charged for it.

If work has been done badly, start with complaints. We can see the same record you can, which is usually where the answer is.

Using URVO properly

Some things are not on, and doing them gets an account closed:

• Asking a professional to take the job off the platform to avoid the record or the fee.
• Giving a false name, a false address, or someone else's card.
• Harassing, threatening or discriminating against a professional.
• Trying to break, scrape or overload the service.

Suspending or closing an account

You can close your account whenever you want, and we will tell you what gets deleted, what has to be kept for tax and legal reasons, and for how long. We can suspend an account if these terms are being broken or if someone is at risk, and we will tell you why.

Records of payments are kept for as long as tax law requires, even after an account is gone. What happens to the rest is in the privacy notice.

If something goes wrong

Tell us within fourteen days of the job, while everyone still remembers it and the record is fresh. Complaints sets out what we need, how long we take and what to do if our answer is not good enough.

You can always go to court, and nothing here takes that away.

Changes to these terms

If we change something that matters, we will tell you before it takes effect and the date at the top of this page will change. Carrying on using URVO after that means the new terms apply. If you do not want them, you can close your account.

Jobs already done stay under the terms that applied when they were done.

The law that applies

Irish law governs these terms, and the Irish courts have jurisdiction. If you live elsewhere in the EU, you keep the protection of the consumer law of the country you live in and you can bring a case in your own courts.

URVO is operated by Eurvella Ltd, whose details appear below. That identification is there because Directive 2000/31/EC requires a provider to be easy to identify and reach.