DomusVesta Consumer Protection Policy

DomusVesta is committed to ensuring consumer confidence, safety and legal protection when booking services through our platform. Our mission is to enable households to connect with trusted, verified independent professionals while upholding the rights afforded under the Consumer Rights Act 2015 and related UK consumer protection legislation.

This document explains the rights available to consumers and how DomusVesta supports those rights within the marketplace environment.

DomusVesta is a technology platform, not the service provider. We do not employ professionals, control how work is carried out, or guarantee the outcome of services delivered.

Our responsibility is to:

• Provide a secure platform to discover, compare and book providers
• Verify identity, insurance and credentials at onboarding
• Support communication between consumers and providers
• Facilitate fair handling of disputes should problems arise
• Promote professional conduct and safety across the platform

The contract for services exists directly between you and the provider, not with DomusVesta.

Consumers booking through DomusVesta can expect:

• Transparent service descriptions
• Upfront pricing with no undisclosed charges
• Visible verification badges where qualifications/insurance are confirmed
• Access to genuine client reviews and ratings
• Written booking confirmations accessible in your user account

All providers are required to present information that is accurate, current, and not misleading.

Under UK consumer law, you are entitled to a 14-day cancellation period after making an online booking, unless:

• You request or permit work to begin before the 14 days expire
• The booking is an urgent/emergency call-out
• The service is already substantially completed

If you cancel before work begins, you may receive a full or partial refund in accordance with the provider's individual cancellation policy.

Under the Consumer Rights Act 2015, services must be:

• Performed with reasonable care and professional skill
• Delivered within a reasonable timeframe
• Consistent with what was advertised and agreed

If service falls below this standard, you may request:

• Re-performance of the service (at no additional cost)
• A price reduction or refund where re-performance is not appropriate

DomusVesta supports consumers in raising and resolving such issues fairly.

DomusVesta supports resolution by:

• Facilitating communication between consumer & provider
• Reviewing supplied evidence where concerns are reported
• Guiding both parties toward a fair and lawful outcome
• Escalating to mediation where required

To raise an issue, you must submit a report within 72 hours of the appointment or service completion, including supporting evidence (photos, correspondence, outcomes).

Refunds and financial remedies are arranged directly between customer and provider.

Consumers have the right to transparent pricing.

All providers must display pricing that is:

• Accurate, clear and final
• Inclusive of VAT where applicable
• Agreed upfront before work commences

Unexpected or additional costs may only be added with your explicit consent.

Where a service has fallen short:

DomusVesta operates neutrally and does not enforce outcomes, but may sanction providers who breach platform standards.

Your information is protected under UK GDPR & Data Protection Act 2018.

We will never sell or misuse your personal data. It is shared only with your chosen provider for legitimate service fulfilment purposes.

Full details can be found within our Privacy Policy.

This policy is governed by the laws of England & Wales. Any contractual disputes arising from service delivery remain between consumer and provider; however, DomusVesta may assist in mediation.

For consumer protection or service quality concerns:

Email: info@domusvesta.co

Company: DomusVesta Ltd - Registered in the United Kingdom