Article 1. Purpose and parties
These terms of use (“Terms”) govern access to the Crafterlity website and app and the matching service offered to customers and professionals. The service is operated by Crafterlity, a French société par actions simplifiée registered with the Lyon Trade and Companies Register under number 105 409 148, with its registered office at 5 chemin de Gravignan, 69360 Ternay, France. Further company details appear in the legal notice.
A “Customer” is a person posting a request for repair or improvement work. A “Professional” is an independent business that responds and, where applicable, performs the work. Either is a “User”. A “Job” is a request published by a Customer, and a “Proposal” is a Professional’s response to it.
Article 2. Scope and acceptance
Anyone may use the website for information. Creating an account, posting a Job, submitting a Proposal or using payment and tracking features requires acceptance of the Terms applicable at the time. The details shown when a Proposal is accepted specify the price, any fees and the terms of that Job.
The contract for the repair or improvement work is between the Customer and the chosen Professional. Crafterlity provides the matching and tracking tools described here and does not perform the work itself. Mandatory consumer protections and obligations applying to Professionals continue to apply whether or not they are repeated in these Terms.
Article 3. How the service works and where it is available
Customers can describe a need, select a trade and address, add photos, receive Proposals, review available Professional details, choose a Proposal, pay in the app and track the Job. Professionals can create a profile, specify their trades and working area, view eligible Jobs, submit Proposals and follow their work.
The initial operating area covers Loire (42), Rhône (69) and Isère (38). Distribution of the app in France does not mean that Professionals are available everywhere. Receiving a Proposal depends on the address, trade, timing and Professional availability. Crafterlity does not guarantee an arrival time or a successful match. Journey tracking and arrival estimates also depend on location sharing and technical services.
Article 4. Eligibility and accounts
The service is intended for adults with the legal capacity to contract and legally established businesses. Users must provide accurate, complete and current information. They must not create accounts for others without permission or misrepresent their identity or status.
Accounts are personal. Users must protect their credentials and promptly report unauthorised use to contact@crafterlity.com. They are responsible for activity on their account, subject to applicable law and any failure attributable to Crafterlity. Users may request account closure; certain data may be retained where required by law, an outstanding payment, fraud prevention or a dispute.
Article 5. Professional registration and duties
Professionals work on their own behalf and are not Crafterlity employees. They must have a registered business and active SIRET number, provide accurate business details and keep their profile, trades, working area and availability up to date. Some features require account verification and activation of a Stripe Connect payment account.
Professionals must hold the qualifications, licences and insurance required for their work, inform Customers of their identity and essential service details, and meet their tax, social security, invoicing and consumer law obligations. Checking a SIRET number or business information does not certify skills, insurance or quality of work.
Article 6. Eligibility, selection and presentation of Proposals
Jobs are made available to Professionals using eligibility criteria that include trade, verified status, availability and distance from the work address. When sending notifications, the system may select eligible Professionals by average rating, then proximity. Available Jobs appear with recent requests first; Proposals received by Customers appear from newest to oldest.
Selection for a notification is neither a personal recommendation nor a quality guarantee. Customers remain free to choose among the Proposals received. Crafterlity’s commission on completed Jobs does not purchase a higher position in this ordering. Any future paid promotion or material change to ranking would need to be clearly disclosed to affected Users.
Article 7. Posting a Job
Customers must describe their needs accurately and fairly, including the type of work, address, urgency, access restrictions, known risks and helpful photos. They must be entitled to commission the work and obtain any required authorisations, particularly if they do not own the property or the work affects shared areas.
Posting a Job and receiving Proposals are free for Customers. Posting does not guarantee a response or availability. Requests must not concern unlawful work or situations that require emergency services. Anyone facing immediate danger must contact the appropriate emergency service directly.
Article 8. Proposals, pre-contract information and agreement
Each Professional freely sets the price of their Proposal and provides enough information for the Customer to understand what is included, any additional costs, the limits of the work and, where relevant, an estimated arrival time. Price and other information required for home repair services must be given before the Customer commits; the Professional must supply the documents required by law for their work.
Customers can compare Proposals and profiles before choosing. Accepting a Proposal and confirming the displayed payment in the app assigns the Job if payment succeeds. If the situation found on site differs from the request, no extra work or new price may be imposed without informing the Customer and obtaining their prior agreement in accordance with applicable legal formalities.
Article 9. Prices, fees and commission
Customer accounts, Job posts and receipt of Proposals are free. Each Professional sets their own price. Before payment confirmation, the app displays the Proposal price, any service fee and the total payable. Customer service fees are €0 in the launch configuration; any change must be disclosed before a new commitment.
Registration and receipt of requests are free for Professionals, with no subscription. Crafterlity’s standard commission is 8% of the price of a Job completed and paid through the app, unless a custom rate applies to the Professional’s account. The applicable rate is communicated to the Professional. Pricing changes do not apply retrospectively to an accepted Job.
Article 10. Payment and payouts
Card payments are processed in the app through Stripe when a Customer accepts a Proposal. Stripe handles card data under its own terms. If payment fails or is abandoned, the Job is not treated as assigned under that Proposal.
Payment collected for a Job is tracked in the platform’s payment system. Payout to the Professional depends on the Job status, confirmation of completion, the Stripe Connect account and applicable payment rules. Crafterlity cannot guarantee the date funds become available at a bank. Payment disputes and refund requests should be sent to support with the Job reference; full card details must never be sent by email.
Article 11. Carrying out and tracking the work
Once a Job is assigned, the Professional and Customer cooperate to allow the work at the agreed place and time. Customers provide reasonable access and disclose known restrictions or hazards. Professionals perform the agreed work diligently and comply with their professional duties and safety rules.
Notifications, Job statuses, distances and estimated arrival times are tracking information and may be delayed or unavailable. Location sharing is offered only during relevant journey stages, subject to device settings and permissions. At the end of the work, the Professional marks the Job complete and the Customer can confirm receipt. This confirmation does not remove the Customer’s statutory rights if a defect or dispute arises.
Article 12. Cancellation, changes and refunds
Before accepting a Proposal, Customers can withdraw their request without a posting charge. Afterwards, cancellation options in the app depend on Job progress. If cancellation is no longer available, or the Professional is already travelling or has started work, both parties should promptly contact support to review the situation.
These Terms do not set a flat cancellation charge. Money may be retained or claimed only under information accepted before commitment or applicable law, including rules on services actually started at the Customer’s express request. Any refund is assessed against the payment, work performed and Customer rights. Professionals must promptly report any cancellation or inability to perform; the parties can seek another solution or request a payment review.
Article 13. Consumer withdrawal rights
For a service contract concluded at a distance, a consumer Customer generally has a statutory 14-day withdrawal period from conclusion of the contract. They may give the relevant Professional an unequivocal notice and inform Crafterlity at contact@crafterlity.com so the payment can be addressed. The Professional’s details and required information must be provided before commitment.
If the Customer expressly requests performance before that period ends, the Professional must obtain that request in the manner required by law and explain its consequences. If the Customer withdraws after performance has begun, a proportionate amount for services already provided may be payable under the law. Withdrawal may be excluded for maintenance or repair work expressly requested as urgent at the consumer’s home, limited to the work and replacement parts strictly necessary to meet that emergency. Selecting “urgent” in the app alone does not remove this right. Other statutory exceptions must be assessed case by case.
Article 14. Complaints about the work
The Professional is the Customer’s contracting party for the work. Concerns about quality, delays, defects, statutory warranties, insurance or invoices should be raised promptly with that Professional, together with relevant evidence. Customers may also contact Crafterlity for help with Job or payment tracking.
Crafterlity may obtain explanations and documents from the parties to review a dispute. This does not replace the Professional’s duties or the Customer’s remedies. Nothing in these Terms restricts statutory warranties or liability that cannot lawfully be excluded for consumers.
Article 15. User conduct and content
Users must communicate respectfully and avoid unlawful, discriminatory, threatening or misleading statements, impersonation, fraud, malicious files and uses unrelated to the service. Photos, descriptions and messages must be relevant to the Job and respect third-party rights.
Users retain rights in their content and authorise Crafterlity to host, reproduce and share it with those involved only as needed to operate the service, protect safety, provide support and keep evidence of transactions. Users should not publish third-party personal data without a valid reason or permission.
Article 16. Moderation, suspension and closure
Crafterlity may remove clearly unlawful content or content breaching these Terms, limit a feature, suspend or close an account in cases of fraud, inaccurate business details, safety risks, serious or repeated breaches, or legal requirements. Measures should be proportionate. Where possible and compatible with safety and law, the affected User is told the reason and may send comments to support.
Account closure does not cancel obligations arising from an accepted Job or the parties’ rights. Data processing and retention after closure are explained in the privacy policy.
Article 17. Intellectual property and technical availability
The website, app, brands, text, interfaces, software and graphic elements belong to Crafterlity or its licensors, subject to Users’ rights in their own content. Access grants no right to reproduce, extract at scale or commercially exploit these elements outside normal use of the platform.
Crafterlity aims to maintain service availability and security, but maintenance, outages, third-party networks or external events may cause interruptions. Features may change, taking account of ongoing Jobs and rights already acquired by Users.
Article 18. Personal data and notifications
Account, Job, payment and, where applicable, location data are processed under Crafterlity’s privacy policy. It explains purposes, recipients, retention periods and individual rights. Stripe also processes certain data for payments and Professional accounts.
Notifications relevant to a Job may be sent according to account and device settings. A missing notification does not remove a User’s need to check Job status when necessary.
Article 19. Responsibilities
Crafterlity is responsible for its own legal and contractual duties in operating the platform. Professionals are responsible for the accuracy of their Proposals and the proper performance of their work. Customers are responsible for the information they provide and their obligations to Professionals. These Terms cannot exclude mandatory liability or warranties.
Availability, journey and arrival estimates are not guaranteed outcomes. Force majeure is assessed under applicable law. Crafterlity’s liability cannot be excluded for damage where such exclusion is prohibited by law.
Article 20. Changes to the Terms
Crafterlity may amend these Terms to reflect changes to the service, law or security. A new version is dated and made available on the website and in the app. Where a material change affects registered Users, appropriate notice is given before it takes effect, except where urgent legal or security reasons apply.
Changes do not apply retrospectively to accepted Jobs. Users who do not accept new Terms may stop using the service and request account closure, subject to completing outstanding matters and legal obligations.
Article 21. Support, mediation and applicable law
For complaints about the platform, an account, a Job or a payment, Users may write to contact@crafterlity.com, including the Job reference, relevant facts and supporting documents. Customers should also contact the Professional who performed the work about complaints relating to that work.
After an unresolved written complaint, consumer Customers may use consumer mediation free of charge under applicable law. Crafterlity must appoint a competent consumer mediator and publish their contact details on the website and in its contractual terms; those details must be added before this version is finally published. Professionals carrying out the work must disclose their own mediator’s details where required by law.
French law governs these Terms without depriving consumer Customers of mandatory protections. If an amicable solution is not reached, disputes go to the court with jurisdiction under the ordinary rules of law. No exclusive court jurisdiction is imposed on consumers.