Terms & Conditions

Last updated: May 2025

1. Introduction

These terms govern your use of the ZenConci platform as a client. By creating an account or making a booking, you agree to these terms in full.

2. The platform

ZenConci is a marketplace that connects clients seeking home services with independent service providers ("suppliers"). ZenConci is not the service provider — we facilitate the connection, matching, and payment only. Suppliers are independent contractors and not employees or agents of ZenConci.

3. Dynamic pricing

Prices are determined by ZenConci's dynamic pricing algorithm, which considers factors including demand, location, service type, time of day, and seasonality. Prices may vary between bookings. Promotional discounts do not affect the supplier's payout and are applied at ZenConci's discretion.

4. Bookings and payment

Bookings are confirmed only once payment is successfully processed via Stripe. A platform fee is included in the total — it is not separately itemised. By completing payment you agree to the price displayed at checkout.

5. Service extensions

During an active booking, clients may request to extend the service duration. Extension requests are sent to the supplier in real time. The extension takes effect only once: (a) the supplier confirms availability and (b) payment for the extension is successfully processed. ZenConci does not guarantee that a supplier will accept an extension request. Extension charges are calculated on a pro-rata basis relative to the original booking rate and are non-refundable once the supplier has begun the extended period.

6. Supplier lateness

ZenConci requires all suppliers to arrive within 15 minutes of the booked start time. If a supplier is more than 15 minutes late without prior notice, you may report this to ZenConci within 2 hours of the scheduled start by contacting contact@zenconci.com. Where lateness is confirmed, ZenConci will issue a pro-rata credit for the time lost, at its sole discretion. ZenConci is not liable for consequential losses arising from supplier lateness.

7. Childcare — late pickup policy

For childcare bookings, the supplier is authorised to provide care only up to the end time agreed at booking (or any confirmed extension). If a client fails to return or arrange pickup by the scheduled end time, the following applies: (a) a grace period of 15 minutes applies; (b) from the 16th minute, the supplier may charge an overtime rate equivalent to 1.5× the hourly booking rate, billed in 15-minute increments; (c) if the client cannot be reached after 30 minutes, the supplier is entitled to contact ZenConci's emergency line and, if necessary, the local emergency services. Late pickup fees are charged automatically via the pre-authorised payment method on file. Repeated late pickups may result in a client account restriction.

8. Supplier allocation — first to respond

Once your booking is confirmed, ZenConci dispatches it to a pool of eligible suppliers. The booking is allocated to the first supplier to accept. ZenConci does not guarantee a specific supplier, response time, or that a supplier will accept. In the rare event no supplier accepts, you will receive a full refund.

9. Cancellation

Bookings may be cancelled free of charge before a supplier has accepted. Post-acceptance cancellations within 24 hours of the booking start time are subject to a 50% cancellation fee. Cancellations made more than 24 hours before the start time will receive a full refund. Refunds are processed via the original payment method within 5–10 business days.

10. No direct arrangements with suppliers

Suppliers are bound by terms that prohibit accepting bookings directly from clients outside the platform. As a client, you agree not to solicit or enter into any direct arrangement with a supplier you have met through ZenConci for the purpose of bypassing the platform. Doing so may result in suspension of your account.

11. Liability

Suppliers on ZenConci are independent service providers, not employees or agents of ZenConci. ZenConci verifies provider information and facilitates bookings. Service delivery remains the responsibility of the provider. ZenConci is not liable for the quality of services delivered, damage caused during a booking, or any claim arising from a supplier's actions or omissions. Your statutory consumer rights are not affected.

12. Dispute resolution

Disputes must be reported within 24 hours of the service by contacting contact@zenconci.com. We will mediate in good faith. ZenConci's decision on refunds following mediation is final.

13. Limitation of liability

ZenConci's liability is limited to the amount paid for the relevant booking. We are not liable for indirect, consequential, or incidental losses of any kind.

14. Governing law

These terms are governed by the laws of Spain. Disputes are subject to the exclusive jurisdiction of the courts of Spain, without prejudice to any mandatory consumer protection rights you hold in your country of residence.

15. Amendments

ZenConci may update these terms at any time. Material changes will be communicated by email with at least 14 days' notice.

16. Contact

Legal enquiries: contact@zenconci.com