Infinisimo Terms of Use

1. Role of the Platform

Infinisimo operates the marketplace platform. These Terms also include the standard booking conditions that apply to bookings made between customers and providers through Infinisimo. The service contract is concluded between the customer and the provider. Infinisimo provides the marketplace, booking, support, invoice, and payment infrastructure and is not the provider of the booked service.

Providers are responsible for the quality, legality, safety, and performance of their services. The provider is the seller/service provider for the booked service, issues the invoice, and where a fee becomes payable, it is owed to the provider. Providers are responsible for accurately declaring and displaying their legal/commercial status where the platform requests or displays this information.

2. Booking Lifecycle

A customer first sends a booking request. No service payment is collected when a booking request is sent. The provider then confirms or declines the request. If the provider confirms, the booking becomes scheduled. After performance, the provider may report completion. The customer may then confirm completion or report an issue. Service, invoice, and payment states are separate platform records:

3. Cancellations

A customer may cancel a booking request before provider confirmation. After a provider confirms the request and the booking becomes scheduled, self-service cancellation is available only before the applicable cutoff, currently:

• Cancellation window: 24 hours before the booking start time (default).

A provider may decline a booking request, which releases the requested slots. The platform self-service cancellation cutoff does not override mandatory statutory rights or any clearly displayed provider/category-specific cancellation terms.

4. Completion, Disputes, and Invoice Eligibility

After the provider reports completion, the customer may confirm completion or use the platform to notify the provider of an issue. If the customer reports an issue to the provider, invoice creation remains unavailable. The provider may review, respond to, or address the issue and may mark the booking as completed again when it is ready for customer review. The customer may then confirm completion or report an issue to the provider again. Infinisimo may send reminders or provide support tools.

• Customer inactivity does not create acceptance, proof of performance, waiver of rights, or payment eligibility.
• Customer acceptance enables the provider to issue an invoice. For orders with multiple included slots or services, invoice creation is available only after the customer has accepted all included slots or services. A provider completion notice, including a renewed completion notice after an issue report, alone does not create payment eligibility.

A provider's completion notice does not by itself constitute proof of service delivery. By confirming completion, the customer confirms in the platform flow that the service was completed.

If a customer reports an issue to the provider through the platform, Infinisimo may support communication and apply platform measures. Infinisimo provides the technical workflow and communication tools, but does not decide the issue between the customer and the provider and is not a court, arbitrator, service guarantor, or final legal decision-maker. Mandatory rights and payment-provider or card-network processes remain unaffected.

5. Payments and Platform Fee

No service payment is collected when a booking request is sent. Saving a payment method is setup only for the selected provider and does not itself create a charge or authorize automatic collection of the service fee.

• Customer fee policy: customers pay the invoice amount shown at the invoice payment step, including any applicable taxes. Infinisimo does not add a separate customer-facing platform fee at this time unless explicitly shown before payment.
• Provider-facing fees: Infinisimo may receive a provider-side platform fee for marketplace and payment infrastructure. Detailed provider fee, Stripe, refund, chargeback, and payout terms are handled in provider-facing terms.
• Invoice payment: after the customer confirms completion, and for orders with multiple included slots or services after all included slots or services are accepted, the provider may issue an invoice through the platform. Unless another due date is shown on the invoice, the invoice amount is payable to the provider within 5 calendar days.
• Referral-based campaigns may require referral attribution data to determine eligibility.
• Platform payments are currently supported in EUR only. Payment availability, supported payment methods, and currency support may depend on the provider's connected payment account setup. If EUR is not supported for a provider's account, platform payments may be unavailable for that provider.
• Platform payments are processed via Stripe where enabled.
• Payment handling and redirects: issued invoices are paid through a separate customer-initiated Stripe Checkout payment step where enabled. Stripe fee schedules and classifications are set by Stripe and may vary by payment method, card region, and account setup, and may change over time.
• VAT registration on the platform is available for EU providers only, and EU VAT IDs may be validated. Providers remain responsible for tax compliance and issuing required invoices or receipts.

Taxes, including VAT, are handled according to applicable rules and the provider's tax status. Providers are responsible for issuing any required invoices or receipts and complying with tax obligations.

Infinisimo may technically provide invoice delivery, payment links, and reminders on behalf of the provider. Infinisimo does not become creditor of the provider's claim and does not act as an unrestricted debt-collection service. Infinisimo does not provide a general platform refund guarantee for provider service results. This does not affect mandatory rights, provider-agreed refunds, or payment-provider/card processes.

6. Prohibited Use

• Fraud, payment abuse, chargeback abuse, misleading listings, fake reviews, or misrepresentation.
• Harassment, threats, abusive behavior, unlawful conduct, infringing content, or unsafe or unlicensed services.
• Attempts to bypass platform payments where applicable, misuse the platform, or interfere with platform security. Infinisimo may restrict listings, content, bookings, payments, or accounts for safety, illegality, fraud, misuse, or Terms violations. Affected users may contact support.

7. Support

For platform-related issues, contact Infinisimo support. For service execution issues, the primary counterpart is the provider. Infinisimo may support communication and apply platform measures, but it does not act as a court, arbitrator, service guarantor, or final legal decision-maker.

8. Governing Law and Jurisdiction

German law applies, unless mandatory consumer protection rules provide otherwise.

For consumers, the statutory places of jurisdiction apply.

For contracts with business users, the courts at the registered seat of Infinisimo UG (haftungsbeschränkt) in Darmstadt shall have jurisdiction, to the extent permitted by law.