Terms of Service

1. Scope

These Terms govern your use of the SOS Mallorca app and website (together, the “Platform”) as a private end customer residing or staying in the Balearic Islands.

2. What SOS Mallorca is

SOS Mallorca is an intermediation platform. We connect you with independent, local trades and service businesses (“Service Providers”). The actual job (repair, installation, cleaning, etc.) is performed by the relevant Service Provider under a direct contractual relationship between you and the Service Provider — not SOS Mallorca.

The in-app chat assistant (the “AI”) helps to take in and triage your request. For more complex cases the AI hands off to a human operator (“Admin”), who coordinates the job.

3. Account and sign-in

Use of the Platform requires an account. You sign in using your phone number via SMS one-time-password (OTP). You are responsible for keeping your credentials confidential and for all activity under your account.

4. Booking and travel fee

Before we match you with a Service Provider, we charge a travel fee. This covers the Service Provider’s travel to your location and the initial assessment on site. The travel fee depends on day of week, time of day (emergency vs. office hours, public holidays) and distance, and is shown transparently before payment.

The travel fee is paid up-front by card via Stripe. It is deducted from the final price of your job when the Service Provider takes the job on site.

5. Cancellation and refund of the travel fee

• Cancellation more than 2 hours before the agreed appointment: full refund.
• Cancellation less than 2 hours before the appointment or customer no-show: no refund.
• Cancellation by the Service Provider or Service Provider no-show: full refund of the travel fee.
• For emergency services (outside regular business hours), specific terms may apply and are shown in the app before booking.

6. Payment for the actual job

The fixed price or hourly rate for performing the job is agreed directly between you and the Service Provider on site, or shown through the Platform. SOS Mallorca is not a contractual party to that agreement.

7. Responsibility and liability

SOS Mallorca vets Service Providers carefully (business registration, insurance, references). Even so, SOS Mallorca is not liablefor the quality of the work, any damages, delays or other breaches by the Service Provider — those are the Service Provider’s sole responsibility.

Our liability is limited to gross negligence and intent in the scope of our intermediation activity, and to the amount of the travel fee actually paid.

8. Privacy

How we process your personal data is described in our Privacy Policy.

9. Intellectual property

All content of the app and website (text, logos, graphics, code) is protected by copyright and may not be reproduced or used without our express consent.

10. Changes to these Terms

We may update these Terms when required by legal or operational reasons. We will notify you of material changes by email or within the app at least 14 days in advance. Continued use of the Platform after the change takes effect counts as acceptance.

11. Governing law and jurisdiction

Spanish law applies. The venue for any dispute arising out of or in connection with these Terms is Palma de Mallorca, Spain, unless a consumer protection statute mandates a different venue.

12. Contact

For questions or complaints, write to hello@sosmallorca.com.