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Terms of Use
Regulations effective from 19 January, 2026.
These Terms of Use (the “Terms”) set out the rules under which RETAILYX spółka z ograniczoną odpowiedzialnością with its registered office in Warsaw (“Operator”) provides to Users the Platform Services consisting in particular in enabling Clients to post Requests for Services, Service Providers to submit Offers, and Clients and Service Providers to conclude contracts for Services directly between themselves, as well as to use certain additional functionalities made available in the Leniwka App. These Terms also govern the conditions of access to and use of the Leniwka App and the Platform.
The Platform is made available through the mobile application “Leniwka” for iOS and Android devices (the “Leniwka App”), operated by the Operator. Access to the Leniwka App requires a device capable of connecting to the Internet and a commonly used mobile operating system.
In these Terms of Use (the “Terms”):
2.1. The purpose of these Terms is to establish the contractual framework governing:
a) the conditions under which Operator makes the Leniwka App and the Platform available to Users; and
b) the rules for accessing and using the Platform, including the creation and use of Accounts, the posting and acceptance of requests for Services, and the facilitation of payments between Clients and Service Providers via the PSP and the Escrow Arrangement.
2.2. These Terms do not regulate the substantive relationship between Clients and Service Providers under which Services are performed. Such relationship constitutes a separate contract directly between the relevant Client and Service Provider. Operator is not a party to that contract, does not provide the Services itself and does not act as an employer, contractor, principal or agent of any User.
2.3. The Platform is intended solely as an intermediary tool for matching Clients and Service Providers and for facilitating the secure processing of payments through the PSP. The Platform is not an electronic money service, payment account, bank account, or investment product.
2.4. The Platform is intended for use by persons who are over 18 years old. If you are a parent or a guardian of a minor who is younger than 18 years old, you may decide to create an Account for the minor. By doing so, you accept these Terms on behalf of such a minor and you take full responsibility for the minor’s use of the Platform (including, when requested, any regulatory compliance verification or check) and acknowledge that the Platform is intended for persons who are over 18 years old.
3.1. By installing the Leniwka App, creating an Account, accessing or using any functionality of the Platform, the User acknowledges that they have read, understood and agree to be legally bound by these Terms, as amended from time to time.
3.2. These Terms constitute a legally binding agreement between Operator and each User regarding the use of the Leniwka App and the Platform. If a User does not accept these Terms, they must not install the App, create an Account, or use the Platform in any way, or must immediately cease such use and delete the App.
3.3. If the User uses the Platform on behalf of a company or other legal entity, that User represents and warrants that they have the authority to bind such entity to these Terms. In that case, the term “User” will also refer to such entity.
3.4. The failure or delay by Operator to enforce any provision of these Terms shall not be construed as a waiver of any rights or remedies and shall not affect the validity of these Terms or any part thereof.
4.1. Operator may amend these Terms from time to time to reflect:
a) changes in the functionality, operation or business model of the Platform;
b) changes in Applicable Law, regulatory guidance or decisions of authorities or courts;
c) improvements to user experience, security or technical infrastructure; or
d) other legitimate business needs.
4.2. Where a change materially affects Users’ rights or obligations, Operator will inform Users in advance by in-App notification or by email sent to the address linked to their Account, indicating the effective date of the updated Terms. Unless a different period is required by Applicable Law, such changes will become effective no earlier than 15 days after notification.
4.3. If a User does not agree with the proposed modifications, the User may terminate the contractual relationship with Operator at any time before the effective date of the updated Terms by deleting their Account and ceasing to use the Platform. Continued access to or use of the Platform after the effective date will be deemed acceptance of the modified Terms.
4.4. Changes that:
a) are clearly beneficial to Users,
b) relate solely to new features that do not adversely affect existing rights, or
c) are required by Applicable Law with immediate effect,
may apply without prior notice, provided they do not reduce existing rights of Users in a material manner.
4.5. The current version of the Terms will be available at all times within the Leniwka App. Users are encouraged to review the Terms regularly.
5.1. The Platform is intended solely to enable Clients and Service Providers to communicate, arrange the performance of real-world Services and facilitate related payments through the PSP. The Platform may not be used for:
a) the sale or purchase of digital content or purely digital services that are provided or consumed exclusively within the App itself (such as unlocking features or functionality, in-app subscriptions or similar);
b) funds transfers for purposes unrelated to a genuine Service arranged through the Platform; or
c) any unlawful, fraudulent or abusive activity.
5.2. Users must use the Platform in accordance with these Terms, Applicable Law and any additional rules or policies communicated by Operator or the PSP (including rules regarding payments, anti-money laundering and sanctions screening).
5.3. Users are responsible for any content they submit through the Platform, including Service descriptions, messages and feedback. Users must ensure that such content is accurate, lawful, does not infringe third-party rights and is not misleading, abusive or discriminatory.
5.4. Users acknowledge that Operator:
a) does not control, supervise or manage how Services are performed;
b) does not guarantee the existence, quality, safety or legality of any Service; and
c) does not warrant the qualifications, identity or reliability of any User.
5.5. Users must not:
a) circumvent the Platform or PSP for the purpose of avoiding fees or the Escrow Arrangement;
b) attempt to manipulate ratings, reviews or matching algorithms;
c) interfere with the operation or security of the Platform; or
d) use the Platform to send or post unsolicited commercial communications or spam.
5.6. Operator may, in its reasonable discretion and subject to Applicable Law, suspend or restrict access to the Platform, or remove content, where it has grounds to believe that a User has breached these Terms or engaged in unlawful or abusive conduct.
6.1. To access the core functionalities of the Platform, including posting or responding to Requests for Services and initiating payments, a User must create an Account in the Leniwka App. An Account may be created in one of the following ways:
a) Standard registration - by providing the following minimum information in the registration form: first name, last name, email address, mobile phone number and gender, and by completing the required verification steps (including confirmation of the mobile phone number via a verification code sent by SMS); or
b) Third-party authentication - by logging in through a supported third-party authentication service (currently Google or Apple). In such case, certain information necessary for the creation of the Account (such as first name, last name and email address) may be transmitted to the Operator by the respective third-party provider, and the User will not be required to manually re-enter such information in the registration form.
6.2. Regardless of the method of registration, Users must ensure that all information associated with their Account is true, accurate and complete and must keep such information up to date at all times, including contact details and, where applicable, business identification data. Where any mandatory information is not provided by the third-party authentication service (for example, mobile phone number or gender), the User may be required to supplement such information directly in the Leniwka App in order to fully use the Platform.
6.3. In addition to the basic registration data, the Operator may require Users, in particular Service Providers, to complete an internal verification procedure designed to increase trust and safety on the Platform. This verification may include the upload of (i) a clear photograph of the User’s face (selfie) and (ii) a clear photograph or scan of a valid government-issued identity document held next to the User’s face or otherwise presented in a manner allowing the Operator to reasonably verify that the document corresponds to that person. This verification requirement is introduced by the Operator as a trust- and anti-scamming measure and does not constitute a regulatory Know-Your-Customer (KYC) or anti-money laundering (AML) obligation. It is separate from, and without prejudice to, any identification, verification or due-diligence measures that may be required independently by the Payment Service Provider under its own terms and under Applicable Law. Failure to complete the internal verification procedure may result in the User not being able to access certain functionalities of the Platform (including, in particular, the ability to act as a Service Provider or to submit Offers) and may lead to limitations on the use of the Platform or suspension of the Account.
6.4. Each User is responsible for maintaining the confidentiality and security of their login credentials and for all activity that occurs under their Account. Users must not share their credentials with third parties or allow any unauthorised person to access their Account.
6.5. Users must promptly notify the Operator if they suspect any unauthorised access to or use of their Account. The Operator may temporarily disable or restrict an Account in order to protect the User, other Users, the PSP or the Platform from suspected fraud or security threats.
6.6. The Operator reserves the right to refuse registration, suspend or close an Account where:
a) the information provided is false, misleading or incomplete;
b) there is a history of serious violations of these Terms or Applicable Law; or
c) this is necessary to comply with legal or regulatory obligations, including obligations of the PSP.
7.1. In order to ensure that the Platform complies with Applicable Law governing online platforms, to maintain its proper functioning and to protect the security and legitimate interests of Users, the Operator reserves the right to request from Users, in particular from Service Providers , additional information or documents and to verify or re-verify the accuracy and currency of data provided by the User.
7.2. For these purposes, the Operator may require a User, in particular a Service Provider, to confirm their identity by providing (i) their personal identification number in Poland (PESEL) and (ii) a clear photograph or scan of a valid government-issued identity document. The verification may be carried out in a manner selected by the Operator or resulting from Applicable Law.
7.3. If a User fails to provide the requested information or documents within a reasonable period, or if the Operator has reasonable grounds to suspect that the information provided is false, outdated or incomplete, the Operator may, to the extent permitted by Applicable Law, limit certain functionalities of the Platform for that User, or suspend or close the relevant Account, in particular to protect other Users, the Payment Service Provider or the Operator.
8. Status of Service Providers and Tax Responsibility
8.1. Service Providers use the Platform in their own name and on their own account. The Operator does not act as an employer, tax agent or withholding agent for any User and does not provide tax or legal advice.
8.2. Each Service Provider is solely responsible for choosing and maintaining their correct legal and tax status under Applicable Law, including (as applicable) whether they act:
(a) as a private individual, including within the limits of any form of activity that may lawfully be carried out without business registration under Polish law (in particular, monitoring on their own the applicable revenue thresholds and other statutory conditions for such non-registered activity);
(b) as a registered entrepreneur (for example, a sole entrepreneur or business entity), operating in accordance with the chosen form of taxation.
8.3. Service Providers are solely responsible for declaring and paying all taxes, social security contributions and any other mandatory charges arising from the remuneration they receive via the Platform, in accordance with their individual situation and status (including, for entrepreneurs, treating such remuneration as business income).
9.1. The Platform is an online intermediary service made available through the Leniwka App and operated by the Operator. The Platform enables Clients and Service Providers to find each other, exchange information, create and manage Orders, and arrange for the performance of Services, as well as to facilitate payments between Clients and Service Providers via the Payment Service Provider and the Escrow Arrangement. The Operator does not itself provide the Services.
9.2. The use of the Platform requires a compatible mobile device, Internet access and an active Account. Any costs of data transmission or telecommunications related to the use of the Platform are borne by the User under their agreement with the relevant telecommunications provider.
9.3. Within the Platform, Services are grouped into categories and sub-categories. A Client may browse categories and select a specific type of Service they require. After choosing the relevant category or sub-category, the Client may be shown a list of Service Providers who offer such Services, which may be sorted or filtered, among others, by rating, number of Reviews or other criteria made available by the Operator.
9.4. A Service Provider may browse categories corresponding to broader types of work and, within them, sub-categories of more specific Services. For a given category or sub-category, the Service Provider may view existing Requests and, where permitted by the Platform, add the relevant type of Service to their profile and submit Offers to Clients.
9.5. To initiate the process of concluding a contract for a Service, a Client creates an Order via the Leniwka App. When creating an Order, the Client selects the type of Service, specifies whether the Order is public or personal, and fills in the required fields, which may include in particular: a description of the problem or scope of work, photographs or other files, desired start and end dates, the proposed cost of the work (not less than the minimum amount indicated in the App), preferred payment method, address or location of the Service and, where applicable, a flag indicating that the Order is urgent.
9.6. A public Order is visible to a wider group of Service Providers meeting the criteria defined by the Platform (for example, location, category of Services, language, rating thresholds). Any such Service Provider may, subject to these Terms and the functionalities of the Platform, submit an Offer in response to the public Order.
9.7. A personal Order is addressed by the Client to one selected Service Provider chosen from the list available in the Platform. Only this Service Provider may submit Offer in relation to that personal Order. If the Service Provider declines or the Client declines his response to Order, the relevant Order may be cancelled or expired in accordance with the technical rules of the Platform.
9.8. Each newly created Order may be subject to an automated and/or manual moderation process carried out by the Operator, aimed at verifying compliance with these Terms, the scope of permitted Services and Applicable Law. Until moderation is completed, the status of the Order may be indicated as, for example, “Moderation”, “Pending” or similar. Once accepted, the Order is published in the Platform and its status is updated accordingly.
9.9. The Platform may use various Order statuses visible to the Client and/or Service Provider (such as, for example, “Published”, “In progress”, “Verification”, “Payment”, “Completed”, “Not completed”, “Declined by customer”, “Declined by performer”, “Blocked”, “In dispute” or similar). The Operator may modify or expand the list of statuses as necessary to reflect the technical and business processes on the Platform. The change of status is of informational and organisational nature and does not in itself create, amend or terminate the contract for the Service between the Client and the Service Provider.
9.10. A Client may receive multiple Offers in response to a public Order and may accept or decline each Offer individually using the relevant functionality in the App. Acceptance of an Offer, together with the details provided in the Order and in the Offer, constitutes the basis for a separate contract for the Service between the Client and the relevant Service Provider, under the terms agreed between them and in accordance with Applicable Law. The Operator is not a party to that contract.
9.11. After the Service has been performed, the Client may be invited by the Platform to provide a Review and rating (for example, on a 1-to-5-star scale) regarding the Service Provider and the Service. Reviews must be honest, lawful and based on actual experience. The Operator may display Reviews and ratings in the Leniwka App and may use them, among others, to sort or highlight Service Providers in search results, subject to the rules set out in these Terms and in any additional policies communicated to Users.
9.12. The Operator may at any time introduce, modify or remove specific functionalities of the Platform (including search, filtering, ranking or display mechanisms), provided that this does not materially reduce rights already acquired by Consumers under Applicable Law. Any material changes to the operation of the Platform will be communicated to Users in accordance with Section 4 “Modifications of the Terms of Use” of these Terms.
10.1. Reviews feature.
The Operator may allow Clients to submit reviews and ratings regarding Services and Service Providers through the Platform (each a “Review”). Reviews, once posted, may be displayed on the relevant Service Provider’s profile within the Leniwka App and may also be made available by the Operator in other sections of the Platform or the Operator’s official pages and marketing channels, to the extent permitted by Applicable Law and these Terms.
10.2. Content requirements and prohibited content.
Reviews must comply with Applicable Law and these Terms and must not contain, include or refer to:
(a) obscene, pornographic, hateful or discriminatory content, including content that promotes violence, racism, xenophobia or hostility against any group;
(b) links, URLs, website addresses or references to other services or platforms intended to redirect Users;
(c) advertising, promotional materials, commercial solicitations or any other content primarily intended for marketing purposes;
(d) personal data of any User or other natural person, including names and surnames, home addresses, telephone numbers, email addresses, or other contact details (except where the Platform expressly provides a dedicated field for limited disclosure and the disclosure is lawful);
(e) content infringing third-party rights, including intellectual property rights, or violating good morals, personal rights, reputation, goodwill or other legally protected interests of Users, third parties or the Operator;
(f) false, misleading, defamatory content or content constituting an act of unfair competition;
(g) content posted as part of an arrangement with other Users or third parties intended to manipulate credibility, reputation, ratings or ranking of any Service Provider or other person (including coordinated review exchanges, incentivised reviews not disclosed as such, or other forms of review manipulation).
10.3. Relevance and scope.
A Review should primarily relate to (i) the quality of the relevant Service, (ii) the attractiveness or accuracy of the relevant Offer or Order terms, and (iii) the Client’s communication and interaction with the Service Provider in connection with the Order. Reviews should not be used to raise unrelated disputes or to comment on Services, Orders or Service Providers other than those to which the Review pertains.
10.4. Moderation, removal and editorial adjustments.
To the extent permitted by Applicable Law and in accordance with these Terms, the Operator may remove a Review in whole or in part, restrict its visibility, or make necessary editorial or formatting adjustments (without changing the substantive meaning) where the Operator reasonably determines that:
(a) the Review violates Section 10.2 or otherwise breaches these Terms;
(b) the Review concerns a different Service Provider than the one being reviewed, or concerns a different Service or Order than the one to which the Review is attached;
(c) the Review is duplicative (including multiple Reviews relating to the same Service or Order beyond what the Platform permits);
(d) the Review is posted by the Service Provider about itself or is otherwise self-generated;
(e) the Review appears to be submitted using temporary or disposable email addresses, automated means, scripts, bots, or methods intended to evade fraud detection or traffic analysis; or
(f) the Review otherwise indicates fraudulent, manipulative or non-authentic activity.
10.5. Licence and publication outside the Service Provider profile.
By submitting a Review through the Platform, the Client grants the Operator a non-exclusive, worldwide, royalty-free licence to use, reproduce, display, distribute and make available the Review (in whole or in part) for the purposes of operating, improving and promoting the Platform and informing Users about Services, Service Providers and the Platform. The Operator may publish the Review with the Client’s display name (or first name) as presented in the Client’s Account and, where provided through the Platform, with the Client’s profile picture and location information, to the extent permitted by Applicable Law and subject to applicable data-protection requirements.
10.6. No guarantee of completeness or accuracy.
The Operator does not verify the accuracy of every Review and does not guarantee that Reviews are complete, truthful or reflective of typical outcomes. Reviews reflect the personal experiences and opinions of the submitting Clients and are provided for informational purposes only.
11.1. By accepting these Terms of Use when creating or maintaining an Account, the Consumer is informed that Services ordered via the Platform may be performed before the expiry of the statutory 14-day withdrawal period for distance contracts and that, if the Service is fully performed after the Consumer’s express request for early performance and with their prior acknowledgement of the consequences, the statutory right of withdrawal will be lost in accordance with Applicable Law, in particular Article 38 (1)(1)of the Polish Act of 30 May 2014 on Consumer Rights. By accepting these Terms, the Consumer gives a general consent to the possible early commencement of Services on this basis.
11.2. In addition to the general consent described in Section 11.1, at the moment of accepting an Offer in the Leniwka App the Consumer is shown a confirmation screen on which the “Accept” button (or other similarly labelled confirmation button) is accompanied by a clear and legible statement indicating that, by accepting the Offer, the Consumer (i) requests that the performance of the Service start before the expiry of the 14-day withdrawal period and (ii) acknowledges that, once the Service has been fully performed, they will lose the statutory right to withdraw from the contract for that Service. By clicking the “Accept” button on such screen, the Consumer expressly and unequivocally gives this specific request and acknowledgement within the meaning of Applicable Law.
11.3. The combination of (i) the general information and consent given by the Consumer under Section 11.1 and (ii) the specific consent given by clicking the “Accept” button under Section 11.2 constitutes the Consumer’s explicit request for early performance of the Service and explicit acknowledgement of the loss of the statutory right of withdrawal upon full performance, for the purposes of Applicable Law and these Terms.
12.2. Users must ensure that their User Content and its publication and use through the Platform comply with Applicable Law and do not infringe any rights of the Operator or of third parties, including intellectual property rights (such as copyrights and trademarks), rights to image, privacy or personal data, or any contractual or confidentiality obligations.
12.3. Users are solely responsible for the truthfulness, reliability and legal compliance of their User Content. The Operator does not generally review User Content prior to publication and does not endorse or guarantee any User Content. However, the Operator may, at its reasonable discretion and without prior notice, remove, block, edit or restrict access to any User Content that, in the Operator’s opinion, may violate these Terms, Applicable Law or the legitimate interests of the Operator, other Users or third parties.
12.4. Access to information, data and materials made available within the Platform is granted exclusively for the purpose of using the Platform in accordance with these Terms. Any downloading, copying, scraping, aggregating, indexing or other use of such information, data or materials beyond normal use of the Platform requires the prior consent of the Operator and must not violate these Terms, Applicable Law or the legitimate interests of the Operator or Users. In particular, it is prohibited to aggregate or process information available in the Platform for the purpose of making it available to third parties within other online services or outside the Internet.
12.5. Any use of the names, logos, trademarks, domain names or distinctive visual elements of the Leniwka App or the Operator (including characteristic graphic elements of the Platform) for purposes other than ordinary use of the Platform is prohibited without the prior consent of the Operator given on a durable medium.
12.6. By submitting, uploading, posting or otherwise making any User Content available on or through the Platform, the User grants to the Operator, to the maximum extent permitted by Applicable Law and without prejudice to the User’s rights under Applicable data protection and consumer laws, a non-exclusive, worldwide, perpetual, irrevocable, royalty-free, fully-paid, unrestricted, sublicensable (through multiple tiers) and transferable right and licence to use such User Content and any intellectual property and related rights therein, in any manner and form and by any means now known or later developed, for the purposes of: (a) operating, providing, maintaining, securing and improving the Platform and related services; (b) storing, hosting, reproducing, formatting, modifying, translating and technically processing User Content so that it can be displayed, distributed and used on the Platform; (c) displaying, distributing, making available and otherwise using User Content within the Platform for other Users, including in connection with searching, matching, ranking and displaying Requests, Offers, Orders and Reviews; and (d) advertising, marketing and promoting the Platform and the Operator (including the use of anonymised or pseudonymised excerpts of Requests and Reviews in promotional materials, case studies, presentations and online or offline marketing campaigns), provided that such use does not unlawfully disclose personal data or confidential information and complies with Applicable Law.
12.7. The licence granted under Section 12.6 includes, in particular, the right of the Operator to reproduce, store and back up User Content, to create adaptations and derivative works of User Content (for example, for formatting, localisation or search-optimisation purposes), to make User Content available to the public, display and perform it, and to sublicense and (or) transfer such rights, in whole or in part, to third parties (including the Operator’s affiliates, hosting providers, subcontractors and marketing partners) for the purposes described in these Terms. Deleting or removing specific items of User Content from the Platform or from the User’s Account does not affect: (a) any prior use or sublicensing of such User Content made in accordance with these Terms; or (b) the Operator’s right to retain and use copies of User Content where and to the extent this is required or permitted by Applicable Law (including for compliance, evidence, accounting, security or fraud-prevention purposes), or to use anonymised or aggregated data derived from User Content. The processing of personal data contained in User Content is governed by the Operator’s Privacy Statement, and nothing in this Section 12 limits any rights that Users may have under Applicable data protection laws (including rights of access, rectification, erasure and restriction).
13.1. Scope and roles.
(a) This Section governs (i) cancellations of Orders, (ii) the in-app Dispute process, and (iii) refunds of amounts paid by a Client and held under the Escrow Arrangement. The Operator does not provide the Services and is not a party to the contract for Services between the Client and the Service Provider.
(b) Payments for Services are processed by the Payment Service Provider (“PSP”) and may be held under the Escrow Arrangement until they are released to the Service Provider or refunded to the Client in accordance with these Terms and the PSP’s rules.
(c) Any refund under this Section means a return of funds received from the Client and held on the accounts of the PSP under the Escrow Arrangement, to the original payment method, unless mandatory law requires otherwise.
13.2. Eligible Refund Scenarios.
Subject to Applicable Law (including any mandatory Consumer rights) and the rules and technical capabilities of the Payment Service Provider, a refund of the amount paid by the Client and held under the Escrow Arrangement may be initiated where:
(a) the Client cancels the relevant Order before the Service Provider has started performing the Service;
(b) the Client opens a Dispute in the Leniwka App and, in accordance with the dispute-resolution mechanism set out in these Terms, the Dispute is resolved in favour of the Client;
(c) the Service Provider fails to start the Service, fails to attend, or otherwise fails to complete the Service;
(d) the escrow holding period expires without a completion or confirmation event required by the Platform (including where the Platform applies an automatic timeout logic), in which case the Platform may instruct the PSP to refund the Client; or
(e) a technical error or interruption on the Platform side or the PSP side prevents proper service delivery, payment processing, or the lawful release of funds.
Refunds are not issued for Services that have been fully performed and confirmed as completed by both the Client and the Service Provider, and any refund is processed by returning funds received from the Client and held by the PSP to the original payment method (including for BLIK payments, where applicable).
13.3. Types of Refunds.
(a) Full Refund. A full refund (i.e., return of the full amount paid by the Client and held under the Escrow Arrangement) may be initiated where the Service was not provided at all, including where the Service Provider did not start performance, did not attend, or the Order is resolved in the Client’s favour under the Dispute process described in these Terms.
(b) Auto-Refund (Escrow Timeout) in Case of Inactivity (Inactive Orders).
If an Order becomes an Inactive Order, the Platform may, acting under the Escrow Arrangement, instruct the PSP to initiate an Auto-Refund of the amount paid by the Client and held under the Escrow Arrangement by returning such funds to the original payment method. For the avoidance of doubt, where an in-app Dispute is opened, the specific time windows and consequences described in these Terms for the Dispute process (including the 24-hour response and confirmation periods) apply and prevail, and this Section does not change the outcomes set out for Disputes. Any Auto-Refund under this Section is subject to Applicable Law and the PSP’s rules and technical capabilities. For the purposes of this Section, the Escrow Timeout Period for Inactive Orders is ninety (90) days starting from the moment the Client pays for the relevant Order and the funds are held under the Escrow Arrangement.
13.4. Cancellations before performance.
(a) The Client may cancel an Order in the Leniwka App before the Service Provider has started performing the Service (including where the Service Provider has not arrived, has not commenced the work, or otherwise has not begun performance). In such case, the funds (if already paid) remain in Escrow and are refunded to the Client in accordance with Section 13.3.
(b) The Platform may apply technical statuses (e.g., “In dispute”) for organizational purposes; such statuses do not themselves determine the parties’ substantive rights under the Service contract, which remain governed by Applicable Law and this Section.
13.5.1. Where a Client is a Consumer, the contract for the Service between the Client and the Service Provider is concluded at a distance within the meaning of Applicable Law, as it is entered into via the Platform and the related Order is paid for using the Escrow Arrangement. In such cases the Client is, as a rule and subject to the statutory exclusions and limitations set out in Applicable Law (in particular Article 38 of the Polish Act of 30 May 2014 on Consumer Rights), entitled to withdraw from that contract without giving any reason within 14 days from the date of conclusion of the contract. This statutory right of withdrawal may, however, be affected by the Consumer’s express request and acknowledgement described in Section 13.5.2 and in Section 11 of these Terms, in particular where the Service has been fully performed.
13.5.2. At the moment of accepting an Offer in the Leniwka App the Client is shown a confirmation screen containing an “Accept” button accompanied by a clear and legible statement indicating that, by accepting the Offer, the Client requests that the performance of the Service start before the expiry of the 14-day withdrawal period and acknowledges that, once the Service has been fully performed, they will lose the statutory right to withdraw from the contract for that Service. By clicking the “Accept” button on such screen, the Consumer (Client) expressly gives that request and acknowledgement within the meaning of Applicable Law and, in particular, Article 38 of the Polish Act of 30 May 2014 on Consumer Rights.
13.5.3. Any statutory right of withdrawal of the Client as a Consumer applies in addition to, and not in substitution for, the contractual dispute and refund mechanisms described in the remaining parts of this Section 13.5. Nothing in these Terms excludes or limits any mandatory consumer rights provided by Applicable Law.
13.5.4. Whenever, under this Section 13.5, the outcome is a refund in favour of the Client, the refund consists in the return to the Client of the amounts previously received from the Client for the relevant Order and held on the accounts of the Payment Service Provider under the Escrow Arrangement, subject only to any deductions that are mandatory under Applicable Law.
13.6. In-app Dispute process.
(a) Opening a Dispute. The Client may open a “Dispute” in the Leniwka App in relation to an Order, including where (i) the Service Provider did not start the work or did not arrive, (ii) the work was not completed, or (iii) the Client alleges defects or deficiencies. The Client may submit a description and supporting evidence (including photographs and comments). While a Dispute is open, the funds remain held under the Escrow Arrangement.
(b) Service Provider response window. The Service Provider is granted 24 hours (counted from the moment the Dispute is submitted in the App) to respond. If the Service Provider does not respond within 24 hours, the Dispute is deemed resolved in favor of the Client, and the Client receives a refund under Section 13.7.
(c) Service Provider response options. Where the Service Provider responds within 24 hours, the following options apply:
(i) Decline Dispute. If the Service Provider selects “Decline Dispute”, the Dispute is treated as resolved in favor of the Client, and the escrowed funds are refunded to the Client under Section 13.7.
(ii) Accept Dispute. If the Service Provider accepts the Dispute, the Service Provider must Fix the Work within 24 hours. If the Service Provider does not fix the work within that period, the Dispute is deemed resolved in favor of the Client, and the escrowed funds are refunded under Section 13.7.
(d) Completion after fix. After fixing the work, the Service Provider clicks “Complete Work” in the App. The Client must confirm completion within 24 hours. If the Client does not confirm within 24 hours, the Dispute is deemed resolved in favor of the Service Provider, and the escrowed funds are released to the Service Provider by the PSP in accordance with the Escrow Arrangement.
(e) Support. The Client and the Service Provider may contact Support during the Dispute process. Support may request additional information or evidence; however, any payment movement remains subject to this Section, the Escrow Arrangement and the PSP’s rules and technical capabilities.
13.7. Refund method and timelines.
(a) Refund method. Refunds are issued only to the original payment method through the PSP. No refunds are provided in cash, to alternative methods, or as any in-app balance or credits.
(b) Initiation and bank processing time. Refund initiation via the PSP typically occurs within 1-3 business days; the time for the funds to appear on the Client’s account depends on the payment method and the issuing bank (commonly 3-14 business days for card payments).
(c) BLIK refunds. For BLIK payments, refunds are processed via the PSP and returned to the bank account or card linked to BLIK; the Client generally does not need to enter a new BLIK code or take additional steps. Banks may process BLIK refunds longer (commonly up to 2–10 business days, depending on the bank).
(d) Bank-level complaints and chargebacks. Independent of the in-app Dispute mechanism, a Client may have rights to raise a bank-level complaint under applicable payment rules; in such cases, reversals and chargebacks may affect the parties and the Platform’s settlement flow, and the Operator and PSP may request supporting evidence from the parties.
13.8. Evidence and further claims.
If the parties have exhausted the in-app mechanisms described in Section 13 (including Support) and still have unresolved claims, they may pursue their claims before a competent court in accordance with Applicable Law. In such proceedings, the parties may use available evidence from the Platform (including Order data, timestamps, status history, messages and uploaded photos) to the extent accessible and lawful.
13.9.1. In all cases described in this Section 13 where the Dispute or withdrawal is resolved in favour of the Client, the amount paid by the Client for the relevant Order and held in the Escrow Arrangement with the Payment Service Provider will be returned to the Client using, as far as possible, the same payment method that the Client used for the original payment, unless a different solution is agreed between the Client and the Service Provider or is required by the Payment Service Provider or Applicable Law.
13.9.2. In all cases described in this Section 13 where the Dispute is resolved in favour of the Service Provider (including where the Client confirms proper completion of the Service or fails to respond within the relevant timeframe), the funds held in the Escrow Arrangement in respect of the relevant Order will be released to the Service Provider in accordance with the rules of the Payment Service Provider.
13.9.3. The Operator itself does not hold Clients’ or Service Providers’ funds and is not a party to the payment transaction. Refunds and releases of funds are executed by the Payment Service Provider under its own terms and regulatory authorisations. The Operator will issue appropriate instructions to the Payment Service Provider in accordance with the outcome of the Dispute process or withdrawal, but is not responsible for delays or failures attributable to the Payment Service Provider or intermediary financial institutions, to the extent permitted by Applicable Law.
13.10.1. Non-exclusivity of the in-App Dispute process.
The internal Dispute process described in this Section 13 is intended to provide a fast and practical mechanism for resolving typical issues between Clients and Service Providers. It does not exclude, limit or replace any statutory rights or remedies available to Clients or Service Providers under Applicable Law, including rights arising from non-performance or improper performance of the contract for Services or from consumer-protection legislation.
13.10.2. External payment procedures may apply independently.
For the avoidance of doubt, a Client may be entitled, under the rules of the relevant payment method or the Client’s bank, to initiate a bank-level complaint, reversal, chargeback or similar procedure (including, without limitation, certain BLIK-related complaint flows). Such external procedures may be initiated and processed independently of (and may in practice affect) the outcome of the in-App Dispute mechanism described in these Terms (or the absence of a Dispute) and may impact the final settlement of funds under the Escrow Arrangement.
13.10.3. Post-release reversals, corrections by the PSP.
If funds relating to an Order have already been released from the Escrow Arrangement and thereafter a bank-initiated reversal or similar procedure is triggered (including, without limitation, certain BLIK-related flows), the Payment Service Provider may process a correction in accordance with its own rules and applicable payment method rules (including, for example, debiting the Operator’s account and/or reversing settlement entries). In such cases, the Operator may request evidence and information from the Client and the Service Provider (including photos, messages, confirmations, invoices and completion evidence), and each party agrees to cooperate in good faith and within applicable deadlines in order to enable the Operator or the PSP to assess the claim or respond to the bank or PSP.
13.10.4. Recovery of amounts.
To the extent the Operator incurs a loss due to an external payment reversal after funds have been released (including any related fees, penalties or administrative costs charged by the PSP or the payment method), the Operator may recover such amounts from the responsible party in accordance with these Terms and Applicable Law, including by (a) setting off such amounts against future payouts otherwise payable to the Service Provider, (b) suspending payouts/withdrawals or other relevant functionalities until the negative balance is settled, or (c) seeking direct reimbursement where set-off is not possible, in each case subject to the PSP’s rules and technical capabilities.
13.10.5. Courts and out-of-court dispute resolution.
After exhaustion of the in-App Dispute process, any party may refer the dispute to the competent court or, where applicable, to an out-of-court dispute resolution body. In any such proceedings, the Operator may, to the extent permitted by Applicable Law and subject to data-protection rules, provide information or records from the Platform (such as Order data, messages, uploaded photos or status logs) which may constitute evidence of the interactions between the Client and the Service Provider in relation to the disputed Service.
14.1. Payment methods and PSP role.
Payments for Services arranged through the Platform are processed by the Payment Service Provider (“PSP”) using payment methods made available in the Leniwka App, which may include debit and credit cards, BLIK, and digital wallets such as Apple Pay and Google Pay. The Operator does not provide payment services and does not operate a bank account or payment account for Users; all payment processing, holding, refunds and releases of funds are executed by the PSP under its own terms, licences and technical rules.
14.2. When the Client is charged and when funds are held.
Once the Client selects a payment method in the Order flow and accepts an Offer (i.e., hires a Service Provider), the PSP charges the Client for the Order amount. Upon successful charge, the PSP credits the funds to the Operator’s dedicated PSP account (the “Platform Account” as implemented within the PSP environment) and holds such funds under the Escrow Arrangement, meaning the funds are restricted and not released to the Service Provider until a release event occurs under these Terms. The PSP’s holding functionality may allow the funds to be held for up to ninety (90) days, subject to the PSP’s rules and technical capabilities. For the avoidance of doubt, release events and refund events are determined exclusively in accordance with Section 13 (including completion confirmation, Dispute outcomes, cancellations and applicable timeout or inactivity outcomes), and this Section 14 does not modify the time windows or consequences set out in Section 13.
14.3. Completion, verification and release of funds.
After the Service Provider performs the Service, the Service Provider confirms completion in the Leniwka App (e.g., by using button “Complete Work”) and the Client is asked to verify completion in the Leniwka App. Upon such confirmation (or other release outcome expressly provided by Section 13 (including resolution of a Dispute, cancellations or an applicable timeout or inactivity logic)), the Operator instructs the PSP to release funds held under the Escrow Arrangement as follows:
(a) Service Provider share (90%). The PSP transfers ninety per cent (90%) of the Order amount from the Platform Account to the Service Provider’s dedicated PSP account (a “Connected Account” as implemented within the PSP environment).
(b) Platform fee (10%). The remaining ten per cent (10%) of the Order amount is retained on the Platform Account as the Operator’s Platform commission for providing access to and operating the Platform and facilitating payments under the Escrow Arrangement.
Release outcomes include, without limitation, (i) Client confirmation of completion, (ii) an outcome of the in-App Dispute mechanism (including deemed outcomes triggered by the time windows set out in Section 13), (iii) cancellations handled under Section 13, and (iv) applicable inactivity/timeout outcomes expressly set out in Section 13.
14.4. Platform fee policy (10%).
The Platform fee is 10% of the Order amount and is applied only upon release of funds under the Escrow Arrangement (i.e., when the Order is completed, confirmed or otherwise reaches a release outcome under Section 13). The Platform fee is deducted from the Order amount before the Service Provider receives the payout (so the Service Provider receives 90% of the Order amount, and the Operator retains 10%). The Operator may disclose the fee to Service Providers in the Leniwka App (including during Offer or Order flows) and may update fee rules in accordance with the section of these Terms governing amendments or updates to the Terms. The Platform fee described in this Section is separate from any fees, charges or currency conversion costs that may be imposed by the Client’s bank or the Client’s selected payment method, if applicable under the Client’s bank or payment terms. The Operator does not control such fees or costs and is not responsible for them to the maximum extent permitted by Applicable Law.
14.5. Payouts to bank accounts.
The transfers referred to in Section 14.3 are executed within the PSP infrastructure, from the Platform Account to the Service Provider’s Connected Account. Subsequent payouts from the PSP balances to the Users’ external bank accounts are processed by the PSP according to its payout schedules and technical constraints. As reflected in the Platform’s payment design, the default payout schedule may be set to approximately 1-2 business days (or another interval configured by the Operator within the PSP settings). If a payout attempt fails, the PSP may retry the payout in accordance with its rules. Refunds, including full refunds and Auto-Refund outcomes, are processed in accordance with Section 13 by returning funds received from the Client and held by the PSP under the Escrow Arrangement to the original payment method.
14.6. Responsibility and limitations.
(a) The Operator is not a party to the payment transaction between the Client and the Service Provider and does not itself hold Users’ funds; the Operator’s role is limited to operating the Platform and sending instructions to the PSP in accordance with these Terms and the outcomes generated by the Platform’s flows (completion confirmation, Dispute resolution, cancellations, timeouts).
(b) The Operator is not responsible for processing delays, bank settlement times, payout failures or other performance issues attributable to the PSP, payment methods or intermediary financial institutions, to the maximum extent permitted by Applicable Law. The Operator does not guarantee the availability of particular payment methods or any bank processing timelines, which may vary and may change due to PSP, bank or payment method rules.
(c) Users remain responsible for ensuring that their payment details and payout details provided to the PSP are accurate and up to date and for complying with any requirements imposed by the PSP (including verification, compliance or risk controls).
14.7. PSP onboarding and verification.
To receive payouts, a Service Provider may be required by the PSP to complete onboarding, identity and payout verification (including providing supporting documents) and to comply with the PSP’s compliance and risk controls. Failure to complete verification may delay, restrict or prevent payouts, subject to Applicable Law and the PSP’s rules.
15. Referral Program
15.1. Overview
15.1.1. The Operator operates a referral program for Users (the “Referral Program”). Under the Referral Program, an existing User (the “Referring User”) may invite a new User (the “Referred User”) to register and use the Platform and, upon the Referred User’s fulfilment of the conditions described in this Section 15, both the Referring User and the Referred User may become entitled to receive a one-time monetary bonus (the “Referral Bonus”).
15.1.2. The Referral Program is an optional promotional mechanism and does not form part of the core functionality of the Platform. Participation in the Referral Program is entirely voluntary and is not required in order to register an Account or use the Platform.
15.2. Eligible Users and scope
15.2.1. A “Referred User” is a natural person who:
(a) has not previously had an Account on the Platform (including under a different identity, email address or phone number);
(b) registers on the Platform by using a referral mechanism assigned to the Referring User (by using a referral link or scanning a referral QR code generated in the Leniwka App); and
(c) successfully completes registration and, where applicable, identity verification under Sections 6 and 7 of these Terms and has an active Account that is not suspended or restricted.
15.2.2. A “Referring User” is a User who has an active, verified Account that is not suspended or restricted and who has access to the referral functionality in the Leniwka App.
15.2.3. The Referral Program has one level only. A Referring User may receive a Referral Bonus only in respect of Referred Users directly invited by that Referring User. No bonuses or other advantages are granted in respect of further levels of referrals.
15.2.4. For operational and fraud-prevention reasons, the Operator may limit the number of invitations that a User may send within a given period. By default, a User may send no more than twenty (20) invitations within any rolling 24-hour period, as measured by the Platform.
15.2.5. The Operator may, in its reasonable discretion and subject to Applicable Law, verify whether a Referred User is genuinely new and may reject referrals that do not meet the criteria set out in this Section 15.2 or appear to be abusive or fraudulent.
15.3. Conditions for earning the Referral Bonus
15.3.1. A Referral Bonus is earned and becomes payable only when all of the following conditions are cumulatively met:
(a) the Referred User has successfully completed registration and, where applicable, identity verification under Sections 6 and 7 of these Terms and has an active Account that is not suspended or restricted;
(b) the Referred User has linked valid payment or payout details (a payment card or a bank account) required to use the Platform in accordance with these Terms;
(c) the Referred User has reached a minimum activity threshold consisting of a cumulative value of Orders placed (in relation to the Client) or completed (in relation to the Service Provider) via the Platform in the amount of at least 200 (two hundred) Polish zloty (PLN). This threshold may be reached by the Referred User acting as a Client (placing paid Orders via the Platform) and (or) as a Service Provider (duly completing paid Orders via the Platform);
(d) the Orders used to reach the threshold in point (c) have not, in accordance with the dispute-resolution and Auto-Refund (Escrow Timeout) rules set out in Section 13 of these Terms, been fully refunded to Clients for reasons attributable to the Referred User (including, in particular, failure to perform, non-attendance or material defects in the Service); and
(e) no fraud, abuse or violation of these Terms has been identified in relation to the relevant referral.
15.3.2. Subject to Section 15.3.1, the standard Referral Bonus is a one-time amount of 20 (twenty) Polish zloty (PLN) for the Referring User and a one-time amount of 20 (twenty) Polish zloty (PLN) for the Referred User in respect of each qualifying Referred User. The Referral Bonus is granted only once per Referred User; subsequent activity by the same Referred User does not give rise to additional Referral Bonuses in relation to that referral.
15.3.3. The Operator may modify the amount of the Referral Bonus or the minimum activity threshold for future referrals by amending these Terms in accordance with the provisions on modifications. Any such modification will not affect Referral Bonuses that have already been validly earned in accordance with this Section 15 before the effective date of the change, unless Applicable Law requires otherwise.
15.4. Nature and payment of the Referral Bonus
15.4.1. The Referral Bonus is paid by the Operator from its own funds. It is not deducted from any amounts due from Clients to Service Providers for Services, and it is not paid out of funds held under the Escrow Arrangement. The Referral Bonus is separate from any remuneration for Services due between Clients and Service Providers.
15.4.2. The Referral Bonus is paid in a cashless monetary form by instructing the PSP to transfer the Referral Bonus to the payout details already linked to the User’s Account, namely:
(a) where the User is acting as a Service Provider, to the payout account provided and verified during registration as a Service Provider; and
(b) where the User is acting as a Client, to the payment instrument or other payout details currently linked to that Client’s Account.
15.4.3. The Referral Bonus is not paid in cash, is not paid as in-App virtual currency, points, credits, coupons or gift cards, and is not subject to the Escrow Arrangement.
15.5. Prohibited conduct and fraud prevention
15.5.1. It is strictly prohibited to:
(a) create or use multiple Accounts (including Accounts registered in the names of third parties) for the purpose of self-referral or otherwise artificially generating Referral Bonuses;
(b) use false, misleading or stolen identities, contact details or documents;
(c) coordinate with other Users or third parties to generate artificial or sham Orders or to simulate Services solely for the purpose of earning Referral Bonuses or meeting activity thresholds;
(d) use automated tools, bots or other technical means to generate clicks, registrations or Orders within the Referral Program; or
(e) engage in any other conduct that constitutes fraud, abuse of the Referral Program or a violation of these Terms or Applicable Law.
15.5.2. Where the Operator has reasonable grounds to suspect that a Referral Bonus has been claimed, earned or obtained in breach of this Section 15, the Operator may, to the extent permitted by Applicable Law:
(a) refuse to grant or pay the relevant Referral Bonus;
(b) cancel or reverse a previously granted Referral Bonus (including by setting off the corresponding amount against future payouts or Referral Bonuses payable to the User);
(c) suspend or close the relevant Account(s); and
(d) take any other measures provided for in these Terms or under Applicable Law.
15.6. Tax treatment
15.6.1. Referral Bonuses received by Users may constitute taxable income under Applicable Law, in particular as income from other sources within the meaning of Article 10(1)(9) in conjunction with Article 20(1) of the Polish Personal Income Tax Act of Poland of 26 July 1991 (Ustawa z dnia 26.07.1991r. o podatku dochodowym od osób fizycznych).
15.6.2. The Operator does not withhold or collect personal income tax on Referral Bonuses at source. Instead, where required by Applicable Law, the Operator prepares and provides to each relevant User and to the competent tax office an annual information form (currently PIT-11 or any equivalent successor form) indicating the amount of income from other sources derived from Referral Bonuses in the relevant tax year, in accordance with Applicable Law.
15.6.3. To enable the Operator to comply with any reporting obligations under Applicable Law (including the preparation and submission of PIT-11 or an equivalent form), Users participating in the Referral Program may be required to provide additional identification and contact data (such as PESEL number, address of residence and other details) and to keep such data accurate and up to date. Failure to provide such data, or the provision of incorrect data, may result in an inability to receive Referral Bonuses or in delays in payment and reporting.
15.6.4. Each User is solely responsible for assessing their individual tax situation and for including Referral Bonuses in their annual personal income tax return and paying any tax that may be due in connection with such bonuses. The Operator does not provide tax advice and is not responsible for calculating or paying the User’s personal income tax.
15.7. Changes, suspension and termination of the Referral Program
15.7.1. The Operator may, at its reasonable discretion and in accordance with Applicable Law:
(a) modify the Referral Program (including the amount of the Referral Bonus, activity thresholds, eligibility criteria and technical rules);
(b) temporarily suspend the Referral Program; or
(c) terminate the Referral Program.
15.7.2. Any such modification, suspension or termination will not affect Referral Bonuses that have already been validly earned in accordance with this Section 15 before the effective date of the change, unless Applicable Law requires otherwise (for example, in cases of fraud or regulatory restrictions).
15.8. Relationship with other provisions and ranking
15.8.1. Participation or non-participation in the Referral Program does not affect:
(a) the contractual relationship between Clients and Service Providers in respect of Services, which remains governed by Applicable Law and Sections 9 and 13 of these Terms;
(b) the Escrow Arrangement and payment flows for Orders as described in Sections 13 and 14; or
(c) the ranking, sorting or visibility of Service Providers or other Users in the Platform.
15.8.2. The fact that a User participates or does not participate in the Referral Program, or the number of referrals made or Referral Bonuses earned, does not in itself improve or worsen that User’s ranking or visibility in search results or other placements within the Platform.
16.2. Matters that may be subject to a complaint.
A Business User may submit a complaint concerning, in particular:
(a) an alleged failure by the Operator to comply with obligations under Regulation (EU) 2019/1150, where such alleged failure affects the Business User;
(b) technological issues or interruptions that are directly related to the provision of the Operator’s online intermediation services and that affect the Business User’s ability to use the Platform;
(c) measures applied by the Operator, or the Operator’s conduct, that are directly related to the provision of the Operator’s online intermediation services and that affect the Business User (including, where applicable, restriction, suspension, limitation or termination of the Business User’s Account and specific User Content under these Terms).
15.3. Submission of complaints.
The internal complaint-handling mechanism under this Section 16 is easily accessible and free of charge for Business Users. Complaints may be submitted to the Operator:
(a) electronically via the support form available in the Leniwka App; or
(b) by email to the Operator’s support email address indicated in these Terms or in the Leniwka App; or
(c) in writing by post (including registered mail or courier) to the Operator’s registered office address indicated in these Terms.
16.4. Information to be provided.
To enable efficient handling, the Business User should provide, to the extent available: (i) identification of the Business User and the relevant Account, (ii) identification of the relevant matter (e.g., Order ID, Request/Offer reference, Profile reference, specific content or measure challenged), (iii) the facts and timeline, including the reasons why the Business User considers the matter inconsistent with Regulation (EU) 2019/1150 and/or these Terms, and (iv) the Business User’s specific request (remedy sought).
16.5. Handling and response.
The Operator will duly consider the complaint and any follow-up required to address the issue, will process complaints swiftly and effectively taking into account the importance and complexity of the matter, and will communicate the outcome to the Business User in an individualised manner and in plain and intelligible language. Where necessary, the Operator may request additional clarification limited to what is reasonably required to examine the complaint.
16.6. Transparency regarding the system.
Information on access to and functioning of the internal complaint-handling mechanism is provided in these Terms. Where required and to the extent applicable (including taking into account any exemptions available under applicable law), the Operator may also make publicly available aggregated information on the functioning and effectiveness of the internal complaint-handling mechanism and may review such information periodically.
16.7. Relation to other mechanisms under these Terms.
This Section 16 concerns complaints by Business Users regarding the Operator’s online intermediation services. It does not replace:
(a) the in-App Dispute mechanism between Clients and Service Providers governing cancellations, disputes, refunds and Escrow-related outcomes under Section 13; or
(b) the general complaints process under Section 19, where applicable.
16.8. Mediation.
If a complaint cannot be resolved through the internal complaint-handling mechanism, a Business User may request mediation to seek an out-of-court settlement of the dispute with the Operator in relation to the Operator’s online intermediation services (including matters of the type listed in Section 16.2). The Operator indicates that it is willing to engage in mediation, in good faith, with at least the following mediation service providers or centres, which may appoint individual mediators in accordance with their rules:
(a) CEDR (Centre for Effective Dispute Resolution); and
(b) ICC International Centre for ADR.
Mediation is voluntary and requires mutual agreement of the Operator and the Business User to proceed. The Business User remains free to propose other qualified mediation service providers or centres or individual mediators. The Operator reserves the right to decline mediation or to decline a proposed mediator or mediation service provider where there are objective reasons (including conflicts of interest, lack of independence, lack of availability, language or accessibility constraints, or disproportionate costs).
The Operator shall bear a reasonable proportion of the total costs of mediation in each individual case. The reasonable proportion may be determined on the basis of a suggestion by the mediator or mediation service provider and by taking into account the relevant elements of the case (including the relative merits of the parties’ claims, the parties’ conduct, and their size and financial strength). Any attempt to reach an agreement through mediation does not affect the right of either party to initiate judicial proceedings at any time before, during or after mediation.
17.1. In connection with the operation of the Platform, the Operator may collect and process personal data relating to users and, where applicable, individuals acting on their behalf. Such processing is carried out in accordance with applicable data-protection laws and regulations.
17.2. Details regarding the categories of personal data processed, the purposes and legal bases for such processing, data retention periods, and the rights of data subjects are set out in the Operator’s Privacy Statement and the Operator’s Cookie Policy, which forms integral parts of these Terms and is incorporated herein by reference. The Privacy Statement may be updated from time to time.
18.1. Reference to existing provisions.
The Operator and each User acknowledge and agree that the Operator’s role as an intermediary (including that the Operator does not provide the Services and is not a party to the contract for Services concluded between a Client and a Service Provider) is set out in Section 2.2 and Section 9.10. The rules on User Content and moderation are set out in Section 12, and the rules on cancellations, disputes, refunds and the Escrow Arrangement are set out in Section 13. Nothing in this Section limits or expands those provisions.
18.2. No responsibility for typical market outcomes and Users’ decisions.
To the maximum extent permitted by Applicable Law, the Operator is not responsible for: (a) lack of interest in a Client’s Request, a Service Provider’s Offer, a Profile or other User-facing listing within the Platform by other Users; (b) a Client’s decision not to accept any Offer, not to place an Order, or not to conclude a contract for Services, even after receiving Offers; or (c) a Service Provider’s decision not to submit an Offer, not to respond to a Request, or not to enter into a contract for Services.
18.3. No guarantee of ability to contract or perform.
Without prejudice to Sections 2.2, 5.4 and 9.10, the Operator does not guarantee that any User is able to validly conclude, or will be able to properly perform, a contract for Services (including due to capacity, authority, eligibility, qualifications, availability, solvency, compliance status, or any other circumstances relating to that User). Any arrangement and performance of Services remains solely between the Client and the Service Provider, subject to Section 13 (including the internal Dispute process).
18.4. Users’ independent compliance obligations.
Each User remains solely responsible for complying with Applicable Law applicable to that User, including any duties relating to consumer protection (where the User acts as a professional), civil law, taxation, social security, licensing, permits, safety and other regulatory requirements. The Operator does not assume responsibility for, and does not warrant, any User’s compliance with such obligations.
18.5. Consumer-law applicability where the Service Provider is not acting as a trader.
Certain mandatory consumer-protection rights under Applicable Law apply specifically to contracts concluded between a Consumer and a professional acting in the course of its business. Where, for a particular Service, the Service Provider is not acting in a professional or business capacity, certain consumer-protection regimes applicable to trader-to-consumer contracts may not apply to the contract for Services between the Client and that Service Provider. This does not limit any rights or remedies that may still be available to either party under general civil law or other mandatory provisions of Applicable Law.
18.6. No limitation of statutory rights and Section 13 remedies.
Nothing in this Section is intended to exclude or limit any statutory rights or remedies available to Clients or Service Providers under Applicable Law. In particular, this Section does not change the cancellation, Dispute and refund mechanisms described in Section 13, nor does it limit the parties’ ability to seek remedies outside the Platform as provided in these Terms.
19.1. Scope.
This Section applies to complaints and notices addressed to the Operator regarding the functioning of the Platform and the Operator’s services provided under these Terms (including technical issues, access problems, account-related matters, and the handling of processes administered by the Operator under these Terms). For complaints concerning the performance of Services by a Service Provider (quality, timeliness, defects), Users should primarily use the in-App Dispute mechanism described in Section 13.
19.2. Who may submit a complaint.
Any User may submit a complaint. In addition, any natural person who uses the Platform without creating an Account or without being logged in may contact the Operator regarding the Operator’s services and the functioning of the Platform.
19.3. Contact channels.
Complaints and notices may be submitted to the Operator:
(a) electronically via the support form available in the Leniwka App; or
(b) by email to the Operator’s support email address indicated in these Terms or in the Leniwka App; or
(c) in writing by post (including by registered mail or courier) to the Operator’s registered office address (company address) indicated in these Terms.
19.4. What the complaint should include.
To enable the Operator to identify and address the issue efficiently, the complaint should include, to the extent available: (a) the User’s name and surname (or other identifier used in the Account), and at least one contact detail (email address and/or mobile phone number associated with the Account); (b) identification of the relevant matter, such as the Order ID, Request or Offer reference, Service Provider profile reference, or any other information enabling the Operator to locate the relevant activity within the Platform; (c) the time period when the issue occurred and a description of the circumstances; (d) screenshots or other supporting materials, if relevant; and (e) the User’s specific request or expected resolution.
19.5. Requests for additional information.
If the information provided is insufficient to assess the complaint, the Operator may request additional details or clarification to the extent reasonably necessary to handle the complaint. The Operator will indicate what information is required and why it is needed.
19.6. Handling time and response method.
The Operator will handle complaints without undue delay. As a general rule, the Operator aims to provide a substantive response to a complaint within 7 business days of receipt of a complete complaint. In justified cases where the complaint cannot be properly assessed within this period (for example, due to the need to obtain additional information or evidence), the Operator may extend this period, but no longer than up to 15 business days in total. In such a case, the Operator will inform the complainant about the extension and the reasons for it. The Operator may respond by email to the address provided or associated with the Account or, where appropriate, by other communication means available in the Platform (including in-App notifications).
19.7. No limitation of statutory rights.
Nothing in this Section limits any mandatory rights or remedies available under Applicable Law. Where a complaint relates to payments or refunds processed by the Payment Service Provider, the Operator’s ability to resolve the issue may be subject to the PSP’s rules and technical capabilities, as described in Section 13 and Section 12.10.