Terms of Service

1. General Provisions

These Terms of Service (the "Terms") govern the use of the StepHome platform, including the website and mobile applications (the "Platform"). The Platform is operated by StepHome (the "Company", "we"). Contact email: support@stephome.ge.

By registering on or using the Platform, the user confirms that they have read these Terms, agree to them and undertake to comply with them. If the user does not agree to the Terms, they must discontinue use of the Platform.

The Platform may be used only by persons who have reached the age of 18 and have full legal capacity. By registering, the user confirms compliance with this requirement.

2. Definitions

• "User" means a natural person who uses the Platform to receive services;
• "Specialist" means an independent professional who offers services through the Platform, including furniture assembly and installation, electrical work, plumbing, repair work, transportation and other services;
• "Order" means a request placed by the User through the Platform for the provision of a specific service;
• "Booking Fee" means an advance payment that may be required from the User in order to proceed with an Order;
• "Agreement" means the understanding reached between the User and the Specialist regarding the terms of the service.

3. Registration and Account Security

When registering, the User must provide accurate, complete and up-to-date information and keep it updated as necessary. Phone number verification is performed by means of a one-time code (OTP).

The User is responsible for all activity carried out through their account. The User must not disclose their password or one-time verification codes to any third party and must immediately notify the Company of any suspected unauthorized access to their account.

The Company employs security mechanisms, including one-time codes, a trusted device system and activity logging. These mechanisms do not release the User from their own obligation to protect their account.

4. Role of the Platform

The Platform is a technological intermediary that enables the User to find a Specialist, place an Order and communicate. The contract for the performance of services is concluded directly between the User and the Specialist.

Specialists are independent parties. The Company does not perform the services, is not the employer, representative or partner of any Specialist, and is not a party to the contract concluded between the User and the Specialist.

5. Orders and Agreement Between the Parties

The User may search for Specialists by profile, city or category, review ratings and completed work, place an Order and receive an offer.

The final price, deadline, scope and materials of the service are determined by the Agreement between the User and the Specialist. To protect the interests of both parties, the essential terms must be recorded in the Platform chat. When reviewing a dispute, the Company relies on the information recorded on the Platform.

Concluding transactions outside the Platform with the purpose of circumventing the Platform rules or fees is prohibited and may result in account restrictions.

6. Payments

Payments on the Platform are made electronically through licensed payment service providers, including bank payment systems. The available payment methods are communicated to the User before the payment is made.

The User may be required to pay a Booking Fee in order to proceed with an Order. The amount and conditions of the Booking Fee are communicated to the User before payment. The Booking Fee serves to confirm the genuineness of the Order and, if an Agreement is reached, is credited towards the total cost of the service.

The Company does not store bank card details. The technical processing of payments is carried out by the payment service provider. The Company stores only the transaction identifier, amount, date and status.

7. Cancellation and Refunds

Refund conditions depend on the stage of the Order at which the cancellation occurs:

• if no Agreement is reached or the Order is cancelled before an Agreement is reached, the Booking Fee is refunded to the User;
• if the Order is cancelled after an Agreement has been reached, the Booking Fee is non-refundable, except in cases provided for by these Terms or by applicable law;
• if the payment deadline expires, the Order may be cancelled automatically, of which the User will be notified.

Refunds are made to the same payment method used for the original payment. The refund period depends on the procedures of the bank or payment provider and, as a rule, does not exceed ten banking days.

Systematic and unjustified cancellation of Orders may result in the restriction of certain account features.

8. Complaints and Dispute Resolution

If the User has a complaint regarding the quality of a service or the process, they may contact the support service through the Platform. When reviewing a complaint, the Company takes into account the Agreement recorded in the Platform chat, the history of Order statuses, the evidence submitted by the parties and other relevant information.

The decision made as a result of the review may concern the refund or retention of the Booking Fee, where the relevant amount is at the Company's disposal, as well as the application of other measures to the account.

The review of a dispute by the Company does not limit the right of the parties to apply to a court or another body provided for by law.

9. Reviews

Only a User who has had a genuine Order with the relevant Specialist may leave a review. A review must reflect the User's actual experience.

Reviews must not contain hate speech, insults, threats, false information or personal data of third parties. The Company is entitled to remove or hide a review posted in violation of these Terms.

10. Prohibited Conduct

When using the Platform, the following is prohibited:

• creating a fake account, acting on behalf of another person or using another person's data;
• fraudulent activity or misleading the Platform or its users;
• unauthorized modification of the Platform software, circumventing or attempting to breach its security systems;
• distributing spam, unsolicited advertising or malicious content;
• harassing, threatening or insulting other users or Specialists;
• using the Platform for unlawful purposes.

11. Intellectual Property

The Platform, its software, design, trademarks and content are the property of the Company or the respective rights holders and are protected by law. The User may not use them without the Company's prior written consent.

The User retains their rights to the content they post on the Platform (photos, reviews, descriptions) and grants the Company a non-exclusive right to use such content within the scope of the operation of the Platform.

12. Limitation of Liability

The Platform is provided on an "as is" basis. The Company takes reasonable measures to ensure the stable operation of the Platform but does not guarantee its uninterrupted and error-free functioning.

Responsibility for the quality, timing, safety and outcome of the services rests with the Specialist, and the parties to the Agreement are responsible for the performance of its terms. The Company's liability is limited to the maximum extent permitted by applicable law.

13. Suspension and Termination of the Account

In the event of a violation of these Terms, the Company is entitled to restrict certain account features, or to temporarily suspend or terminate the account. In the event of a material violation, the account may be terminated without prior notice.

The User may delete their account at any time from the settings of the application or website. The consequences of account deletion are described in the Privacy Policy.

14. Governing Law

These Terms are governed by the laws of Georgia. Any dispute between the parties that cannot be resolved through negotiation shall be considered by the common courts of Georgia in accordance with the procedure established by law.

15. Amendments to the Terms

The Company is entitled to amend these Terms from time to time. The updated version is published on this page and takes effect upon publication. Users will be additionally informed of material changes through the Platform. Continued use of the Platform after a change constitutes acceptance of the updated Terms.

16. Contact Information

For questions regarding these Terms, the User may contact the Company by email at support@stephome.ge or through the Platform's support service.