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. When the platform makes the action available, the provider may use ‘Cancel without charge’ for an eligible scheduled Booking. The agreed service remuneration for that Booking will not be charged or included in an Invoice, and the provider must not seek it through or outside the platform. This does not affect mandatory customer rights or possible claims arising from non-performance or defective performance. 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. The Order cannot be invoiced while that disputed or unaccepted Booking remains included. 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. When the platform makes the action available, the provider may instead use ‘Waive charge’. Under these Terms, the provider and customer agree that using ‘Waive charge’ permanently extinguishes the provider’s claim to the agreed service remuneration for that Booking. The provider must not invoice or otherwise seek that remuneration through or outside the platform. The Booking is shown as ‘Not included in invoice’. This is not customer acceptance and does not mean that Infinisimo has decided or resolved a reported service issue. Mandatory customer rights remain unaffected. Infinisimo may send reminders or provide support tools.

• Customer inactivity does not create acceptance, proof of performance, waiver of rights, or payment eligibility.
• An Order becomes eligible for its single Invoice only after the customer has accepted every Booking that is not marked ‘Not included in invoice’. Acceptance alone creates neither an Invoice nor a charge. The customer may select ‘Pay now’ or choose ‘Later’ and wait for the provider to request payment. A Booking marked ‘Not included in invoice’ does not block the Order’s Invoice and is not charged in it. If every Booking is marked ‘Not included in invoice’, the Order is canceled without an Invoice. 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, Invoices, and VAT

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.
• Invoice payment: after the customer has accepted every Booking that is not marked ‘Not included in invoice’, the provider’s single Invoice may be generated when the provider requests payment or when the customer selects ‘Pay now’. The Invoice contains only those accepted Bookings. Unless another due date is shown on the Invoice, its amount is payable to the provider within 5 calendar days after the Invoice is issued and made available to the customer.
• 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: selecting ‘Pay now’ requests Infinisimo, acting under the provider’s authorization, to generate the provider’s Invoice and then open a separate Stripe Checkout payment step where enabled. The customer does not issue the Invoice. Choosing ‘Later’ creates no Invoice. If Checkout is closed or payment fails after the Invoice is issued, that Invoice remains payable. 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.
• Where the Business option is shown at checkout, it is intended for services purchased for the business shown there. Customers must keep the business name, billing address, and EU VAT ID details they provide accurate and up to date.
• The agreed booking total does not change solely because the invoice charges VAT, does not charge VAT, or applies reverse charge.

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.

Under the Provider Agreement, the provider authorizes Infinisimo to generate, number, display, deliver, and store the provider’s Invoice in the provider’s name and on the provider’s behalf. The provider remains the Invoice issuer and creditor. Infinisimo does not act as an unrestricted debt-collection service and 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.