1. Acceptance of Terms

By downloading, registering, or using the STELVIO Home Hub app, you agree to these Terms and Conditions. If you do not agree, please stop using the app.

2. About the Platform

STELVIO Home Hub is a hybrid platform that allows users to book a wide range of home services such as:

• Cleaning
• Maintenance
• Car wash
• Moving & packing
• Beauty & wellness
• Verified home-based services and more

STELVIO handles all bookings and communication directly. Users do not choose or view individual service providers. STELVIO allocates providers internally based on factors such as availability, location, service type, and performance rating. This ensures consistency, quality control, and a seamless booking experience.

3. User Responsibilities

By using our app, you agree to:

• Provide accurate registration and contact information
• Maintain confidentiality of your login details
• Use the app for legal purposes only
• Allow safe and respectful access to your home/location during service delivery

4. Bookings & Payments

• All payments must be completed through the STELVIO app using secure methods, including card, wallet balance, or cash (if available for the selected service).
• Bookings are only confirmed once payment is successfully processed or marked as payable by cash.

5. Cancellations & Refunds

Refund mode: Refunds will be done only through the Original Mode of Payment.

Free Cancellation: You may cancel your booking at no charge at least 6+ hours before the scheduled service time.

Late Cancellation Fee: If cancellation is made less than 6 hours before the appointment, a 50% cancellation fee applies.

Missed Appointments: If the provider arrives and cannot access the property or no one is available, no refund will be issued.

To cancel a booking, use the STELVIO app, or contact our support team via WhatsApp or email.

You may be eligible for a full or partial refund in the following cases:

• The provider did not show up or the service was not delivered.
• The service was unsatisfactory, and you report it within 24 hours.
• The booking was canceled by STELVIO or the provider.
• Prepaid bookings canceled by the client at least 6+ hours in advance.

No refunds will be granted in these scenarios:

• Cancellations made under 3 hours before the appointment.
• Completed services with no complaint submitted within 24 hours.
• Issues arising due to incomplete property access or unsafe conditions.

Submit your refund request through the app or contact support within 24 hours of the issue.

Include the booking reference, reason for the request, and photos if applicable.

Our team will review and respond within 3 business days.

Approved refunds will be issued to your original payment method or as STELVIO Wallet Credit within 5–7 business days.

7. Loyalty & Rewards

• Loyalty points or rewards may be offered for repeat bookings
• These can be used as credits for future services
• STELVIO reserves the right to modify or cancel the program anytime

8. Prohibited Use

Users may not:

• Use fake identities or false information
• Harass or mistreat staff or service providers
• Attempt to bypass STELVIO by hiring our teams privately
• Misuse the app or perform any unlawful activity

9. Responsibility for Services

While STELVIO allocates and dispatches qualified service providers:

• STELVIO retains responsibility for booking, scheduling, and support
• You will not have direct access to or visibility of the individual or company providing the service
• All feedback, issues, or concerns should be directed to STELVIO support

10. Account Suspension

Your account may be suspended or removed if:

• You repeatedly violate booking policies
• You abuse promotions, referrals, or loyalty programs
• Any form of fraud or misuse is detected

11. Limitation of Liability

STELVIO is not liable for:

• Indirect or accidental losses during service
• Delays due to traffic, weather, or unforeseen circumstances
• Items not secured by the user before or during service

12. Privacy

We care about your privacy. Your data is used only to deliver services, improve your experience, and comply with legal obligations. Full details are available in our Privacy Policy.

13. Changes to Terms

We may update these Terms at any time. Continued use of the app after updates means you agree to the new version. You will be notified in-app or via email if major changes occur.

14. Restricted Countries

In accordance with the laws of the United Arab Emirates, Stelvio Home Hub will NOT deal with or provide any products or services to individuals or entities from OFAC (Office of Foreign Assets Control) sanctioned countries. This restriction applies to all transactions, whether directly or indirectly, conducted through our website, mobile application, or any associated platforms.

15. Governing Law

These Terms are governed by the laws of the United Arab Emirates. Any legal disputes will be handled by the courts in the UAE.