SERVIOU – TERMS AND CONDITIONS
Last updated: 21-October-2025
Welcome to SERVIOU (“we”, “us”, “our”). These Terms and Conditions (“Terms”) govern your access and use of our website SERVIOU.com (the “Website”), including all purchases, service requests, quotations, and interactions between Customers and registered Artisans.
By using this Website, creating an account, posting a request, submitting or accepting a quotation, or making a purchase, you agree to these Terms. If you do not agree, please do not use the Website.
Definition
“Customer” – a user purchasing goods or services.
“Artisan” or “Service Provider” – a registered professional or supplier submitting Proposals via the platform.
“User” – a registered user, with an Account created, using the platform, either as a Customer, Artisan or Otherwise.
“Proposal” – a quotation or offer submitted by an Artisan.
“Milestone” – a defined stage or deliverable under a Proposal.
“Platform” – the SERVIOU.com website and related services.
1. General Use
1.1. You must be at least 18 years old to use this Website or enter into any contract for goods or services.
1.2. You agree to use the Website only for lawful purposes and in accordance with these Terms.
1.3. SERVIOU reserves the right to modify, suspend, or terminate any part of the Website at any time without prior notice.
2. Marketplace Nature
2.1. SERVIOU operates as a digital marketplace that connects Customers with independent Artisans.
2.2. SERVIOU is not a party to any contract between a Customer and an Artisan.
2.3. Artisans are independent providers responsible for the quality, accuracy, and legality of their proposals, goods, and services.
2.4. SERVIOU does not guarantee the performance, timing, or outcome of any service or product obtained through the platform.
3. Purchases of Goods
3.1. Product prices are displayed in Mauritian Rupees (₨) unless otherwise stated.
3.2. Prices and availability are subject to change without notice.
3.3. Orders are confirmed only upon full payment , or in case of Payment on Delivery, upon receipt of a 20% non-refundable deposit of the total order value, unless otherwise agreed in writing. The total balance must be settled before or upon delivery, depending on the payment method chosen.
3.4. Payment on Delivery (POD)
Customers may opt to pay the remaining 80% of the balance upon delivery. However, the initial 20% deposit must be paid to secure and process the order (confirm order). Orders not accompanied by this deposit may be automatically cancelled.
3.5. Delivery times are provided as estimates and may vary depending on supplier availability, stock status, logistics, or courier delays. SERVIOU shall not be liable for delays outside its control.
3.5. Customers are responsible for providing accurate and complete delivery information. Additional costs incurred due to incorrect or incomplete details will be borne by the Customer.
3.6. In the case of defective, damaged, or incorrect goods, Customers must notify SERVIOU within 48 hours of delivery. Claims made after this period may not be accepted.
3.8. SERVIOU reserves the right to refuse or cancel any order in cases of suspected fraud, stock unavailability, or pricing errors
3.9. Refunds or Cancellations,
• (a) Goods must be returned in their original, unopened packaging and in unused condition for any return, replacement, or refund to be processed. Returns that do not meet these criteria may be refused
• (b) Refunds for defective, damaged, or incorrect items will be issued only after inspection and approval by SERVIOU. Refunds will be processed using the same payment method used for the original purchase, within a reasonable time frame.
• (d) SERVIOU reserves the right to deduct handling or administrative fees from any refund where applicable
• (e) In cases of partial delivery or out-of-stock items, Customers may opt for a refund, replacement, or credit toward future purchases
4. Service Requests and Artisan Proposals
4.1. Customers may post service requests on the Website to receive Proposals or quotations from registered Artisans.
4.2. By accepting an Artisan Proposal, the Customer agrees to enter into a direct service agreement with the selected Artisan under the terms described in the accepted Proposal. SERVIOU acts only as a facilitator between Customers and Artisans and is not a contracting party to the service agreement.
4.3. SERVIOU does not warrant or guarantee the quality, safety, legality, or completion of any service provided by an Artisan. All services are performed under the sole responsibility of the Artisan and accepted at the Customer’s discretion.
4.4. Customers are responsible for reviewing the Artisan’s credentials, portfolio, ratings, and proposal details before acceptance. Once a Proposal is accepted, the Customer acknowledges agreement with the terms, price, and milestones outlined by the Artisan.
4.5. Payments and Deposits
• (a) Customers may choose to pay in full upfront through the platform or opt for Payment on Delivery (POD) arrangements, where payments are made progressively based on milestone completion.
• (b) Regardless of payment method, a minimum deposit of 20% of the total quoted amount is required to confirm acceptance of a Proposal. This deposit secures the engagement and may be non-refundable, except where the Artisan fails to commence work as agreed.
• (c) If the Proposal is split into multiple milestones or stages, payments will be released upon each milestone’s completion and approval by the Customer.
• (d) Customers and Artisans may agree to settle subsequent payments directly between themselves after the initial deposit, provided that both parties maintain accurate proof of payment for dispute resolution.
4.6. Completion and Ratings
Upon successful completion of all milestones and full settlement of payment, the Customer will be granted the ability to rate and review the Artisan’s performance. Ratings should be fair, factual, and based on the completed work.
4.7. Dispute Resolution
Any disputes arising from a service transaction should first be resolved amicably between the Customer and the Artisan. SERVIOU may assist in good faith mediation but shall not be legally responsible for enforcing agreements or outcomes between the parties.
4.8. Service Modifications or Cancellations
Any changes to an accepted Proposal, including pricing, scope, or deadlines, must be agreed upon in writing between the Customer and the Artisan. Cancellations made after a deposit or milestone payment may not be eligible for refund, except where the Artisan has failed to perform.
5. Payments and Refunds
5.1. Payments on the platform may be processed through third-party payment gateways, bank transfers, or mobile payment providers. SERVIOU does not directly store or process credit or debit card details.
5.2. To facilitate future transactions, refunds, and Artisan payouts, SERVIOU may securely retain bank account information or mobile payment numbers provided by Customers or Artisans. This information is stored in accordance with our privacy and data protection standards and will never be shared with any third party except where required by law or necessary to complete a payment transaction.
5.3. Refunds are subject to the applicable conditions outlined in Section 3 (Purchases of Goods) and Section 4 (Service Requests and Artisan Proposals).
• (a) Refunds may require review and approval from the respective Artisan (for service-related transactions), in coordination with the platform.
• (b) Refund eligibility will depend on the transaction’s status, completion level, and proof of non-performance or defect.
5.4. Platform service fees, commissions, and administrative charges are non-refundable once a transaction, service request, or quotation process has commenced, regardless of subsequent cancellations or disputes.
5.5. SERVIOU reserves the right to withhold, delay, or reverse funds in cases of suspected fraud, chargebacks, misuse, or breach of these Terms by either Customer or Artisan.
5.6. Refunds will be processed using the original payment method wherever possible. Processing times may vary depending on the payment provider, but SERVIOU will make reasonable efforts to complete approved refunds promptly.
6. User Accounts
6.1. Users are responsible for maintaining the confidentiality and security of their login credentials. You must not share your account or password with any other person.
6.2. You must immediately notify SERVIOU if you suspect unauthorized access or breach of your account.
6.3. Users must provide accurate, complete, and current information during registration. Providing false or misleading information may result in suspension or termination.
6.4. Each user may hold only one account unless explicitly authorized by SERVIOU.
6.5. SERVIOU reserves the right to suspend, restrict, or terminate accounts for misuse, fraud, violation of Terms, or suspicious activity, with or without prior notice.
7. Reviews and Feedback
7.1. Customers may leave reviews or feedback regarding their experience with an Artisan.
7.2. Reviews must be honest, accurate, and relevant, and must not contain defamatory, abusive, or misleading content.
7.3. Users must not offer any incentive or reward to influence reviews, ratings, or feedback.
7.4. SERVIOU may remove, edit, or moderate reviews that violate these Terms or applicable laws.
7.5. Customer review restriction:
• (a) Customers may only submit a review or rating after full payment of all milestones or the total quote amount for the service.
• (b) This ensures that feedback reflects completed and fully compensated work, protecting both Customer and Artisan interests.
8. Intellectual Property
8.1. All content, data, design, graphics, text, code, and software on the Website are the exclusive property of SERVIOU or its licensors.
8.2. The concept, structure, business model, processes, quoting and acceptance workflow, payment milestones, and artisan rating mechanisms are proprietary to SERVIOU.
8.3. You agree not to copy, duplicate, distribute, sell, or exploit any aspect of the Website, its business model, or its systems without prior written consent from SERVIOU.
8.4. Unauthorized replication or imitation of the SERVIOU brand, website, or operational model may result in legal action.
8.5. The Website and its contents may be used only for personal and lawful purposes related to SERVIOU’s intended services.
8.6. You may not use SERVIOU’s name, logo, or branding for marketing or promotion without written authorization.
9. Privacy and Data Protection
SERVIOU values your privacy and is committed to protecting your personal information.
9.1. Information We Collect
We may collect personal data including your name, phone number, email address, payment details, billing address, and, for Artisans, business information such as ID/BRN, VAT number, and bank account details.
9.2. Use of Information
Your data is used to:
• (a) Facilitate account creation and communication between Customers and Artisans
• (b) Process transactions, payments, and commissions
• (c) Improve user experience and platform functionality
• (d) Verify identity and prevent fraud
9.3. Information Sharing
• (a) Artisan Information: Your phone number, email, and other contact details are shared only when a Customer has accepted your Proposal and a confirmed transaction is established.
• (b) Customer Information: The Customer’s contact details are shared only with the selected Artisan, and only after payment confirmation for the accepted job.
• (c) Both parties must agree to this exchange as part of the transaction process.
• (d) Personal or financial information such as ID numbers, VAT numbers, or bank account details will never be shared publicly or with other users.
• (e) All user data, communications, and contact information obtained through the SERVIOU platform are confidential and may not be shared, reused, disclosed, or sold for any purpose outside the scope of the accepted service or transaction. Unauthorized use or disclosure of such information may result in account suspension, legal action, or both.
9.4. Data Security
We use encryption, secure payment gateways, and access controls to protect your data. However, no system is entirely foolproof, and SERVIOU cannot guarantee absolute security.
9.5. Data Retention
We retain personal data only as long as necessary for legal, accounting, or service-related purposes.
9.6. User Rights
You may request access, correction, or deletion of your personal data by contacting support@SERVIOU.com.
9.7. Third Parties
SERVIOU may use trusted third-party providers (e.g., payment gateways, hosting, analytics) who comply with equivalent data protection standards.
10. Disclaimer and Liability
10.1. Independent Status
Artisans operate as independent service providers or suppliers and are not employees, partners, agents, joint venturers, or representatives of SERVIOU.
10.2. No Warranty of Artisan Performance
SERVIOU does not guarantee the quality, legality, timeliness, delivery, safety, or outcome of any services or goods provided by Artisans. All such responsibilities rest solely with the Artisan.
10.3. Exclusion of Liability for Artisan Activities
SERVIOU shall not be liable for any losses, damages, claims, or disputes arising from:
• (a) The performance or non-performance of services by Artisans;
• (b) Miscommunication, delays, or failure to meet agreed milestones or delivery dates;
• (c) Any interaction, transaction, or dispute between Customers and Artisans, whether on or off the platform.
10.4. Artisan Responsibility
Artisans are fully responsible for their own acts, omissions, representations, and professional conduct, including compliance with Mauritian laws, trade regulations, and safety standards.
10.5. Limitation of Damages
To the maximum extent permitted by law, SERVIOU shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to:
• (a) Loss of profits, revenue, goodwill, or business opportunities;
• (b) Loss, corruption, or unauthorized access to data;
• (c) Delays, errors, or interruptions in platform operation or communication.
10.6. “As-Is” Service Provision
SERVIOU provides the Website and its services on an “as is” and “as available” basis and makes no warranties, express or implied, including but not limited to warranties of merchantability, fitness for a particular purpose, or uninterrupted availability.
10.7. Artisan Accountability for Goods and Services
Artisans are solely responsible for the quality, legality, and delivery of the goods or services they provide. SERVIOU does not guarantee or insure the performance, safety, or outcome of any transaction.
10.8. Platform Role
SERVIOU acts solely as a facilitator of communication and payment processing between Customers and Artisans. It is not a party to any agreement between them and is not a contractor, employer, insurer, or guarantor of any obligations arising from transactions conducted through the platform.
10.9. Force Majeure
SERVIOU shall not be liable for any failure to perform its obligations due to causes beyond its reasonable control, including but not limited to:
• (a) Acts of God, natural disasters, or severe weather;
• (b) Power, internet, or communication failures;
• (c) Government restrictions, strikes, labor disputes, or civil unrest;
• (d) Fraud, hacking, or misuse by Users.
10.10. Limitation of Total Liability
Customers and Artisans acknowledge and agree that they use the platform at their own risk. To the extent SERVIOU is found liable under applicable law, such liability shall be limited to the lesser of (i) the amount paid by the Customer for the specific transaction giving rise to the claim or (ii) one thousand Mauritian Rupees (₨1,000), whichever is lower.
11. Indemnification
11.1. You agree to indemnify, defend, and hold harmless SERVIOU, its affiliates, subsidiaries, officers, directors, employees, agents, and partners from and against any and all claims, demands, damages, liabilities, losses, costs, and expenses (including reasonable legal fees and expenses) arising out of or related to:
• (a) Your breach or violation of these Terms or any applicable law or regulation;
• (b) Your misuse, negligent use, or unauthorized use of the Website, Platform, or any of its services;
• (c) Your actions, omissions, or conduct in connection with any transaction, service, or product offered, accepted, or delivered through the Platform;
• (d) Any dispute, claim, or demand made by a Customer, Artisan, or third party in relation to your account, content, or communications on or through the Platform;
• (e) Any violation of third-party rights, including but not limited to intellectual property, privacy, or contractual rights.
11.2. This indemnification obligation shall survive the suspension, deactivation, or termination of your account or access to the Platform and shall continue to apply to any acts or omissions that occurred while your account was active.
12. Legal Compliance and Disclosure
12.1. SERVIOU complies with all applicable Mauritian laws, court orders, and lawful requests from government or regulatory authorities.
12.2. In the event that SERVIOU is required by law, subpoena, court order, or official investigation to disclose User information, including account, transaction, or communication data:
• (a) SERVIOU may release such information as deemed necessary to comply with the legal obligation, without prior notice to the User, unless prohibited by law.
• (b) Users expressly consent to such disclosures and waive any claims or liabilities against SERVIOU for complying with lawful requests or judicial processes.
• (c) SERVIOU will only disclose information that is reasonably necessary and legally required, and will take reasonable steps to ensure confidentiality is maintained to the extent permitted by law.
13. Dispute Resolution
13.1. In the event of any dispute, claim, or disagreement arising between Customers, Artisans, or SERVIOU (collectively referred to as “the Parties”), the Parties shall first attempt to resolve the matter amicably through direct communication in good faith.
13.2. If the dispute remains unresolved within ten (10) business days, either Party may refer the matter to SERVIOU for informal mediation.
• (a) SERVIOU may mediate or facilitate discussions, but is not legally obligated to arbitrate or determine the outcome of the dispute.
• (b) SERVIOU may review the dispute, request evidence, and suggest a fair resolution; however, participation in SERVIOU’s mediation process does not waive any Party’s legal rights.
13.3. If the dispute cannot be resolved through informal mediation, it shall be submitted to formal mediation before an independent arbitrator appointed by mutual agreement of the Parties, or in default thereof, by the Mauritius Chamber of Commerce and Industry (MCCI) Arbitration and Mediation Center in accordance with its rules.
13.4. The decision of the arbitrator shall be final and binding on all Parties, and judgment upon the award rendered may be entered in any court having jurisdiction.
13.5. Each Party shall bear its own costs of arbitration, unless otherwise directed by the arbitrator, provided that SERVIOU may recover reasonable administrative or legal costs incurred in facilitating the process.
13.6. This clause does not preclude SERVIOU from seeking immediate injunctive or equitable relief in cases of fraud, misuse of the platform, or violation of intellectual property rights.
14. Account Termination or Suspension
14.1. SERVIOU may suspend, restrict, or permanently terminate any User account (Customer or Artisan), at its sole discretion, for any of the following reasons:
• (a) Repeated violations of these Terms or applicable laws;
• (b) Suspected or proven Fraudulent, abusive, or deceptive activity, including disputes;
• (c) Failure to provide or maintain valid verification or documentation as required by SERVIOU;
• (d) Conduct that may harm the reputation, integrity, or operation of the platform.
14.2. Termination may occur without prior notice in serious cases, such as fraud or security breaches.
14.3. Such termination does not waive or extinguish any existing obligations, including payment of outstanding amounts, indemnity, or confidentiality duties, that arose prior to termination.
14.4. SERVIOU shall not be liable for any loss, damage, loss of income, or claim resulting from the suspension, restriction, or termination of any account. Users acknowledge that access to the platform and related data may be permanently removed upon termination.
15. Governing Law and Jurisdiction
These Terms are governed by the laws of Mauritius, and any disputes shall be subject to the exclusive jurisdiction of the courts of Mauritius.
16. Contact
For questions or concerns, please contact:
📧 support@SERVIOU.com
📍 Actionsphere Company Ltd, Quatre Bornes, Mauritius
17. Artisan Terms and Conditions
These additional terms apply specifically to Artisans and Service Providers using the SERVIOU platform.
17.1. Definition, Eligibility and Registration
17.1.1. An Artisan is defined as a supplier, service provider, or independent professional who wishes to offer services, submit proposals and win bids through the SERVIOU platform. Artisans operate independently and are responsible for fulfilling their obligations under any agreements with Customers.
17.1.2. To register and operate as an Artisan on SERVIOU, you must:
• (a) Provide accurate, complete, and verifiable business details, including name, ID/BRN, VAT number (if applicable), bank account, and contact information.
• (b) Comply with all applicable laws and regulations in Mauritius, including trade, professional, or licensing requirements relevant to the services or goods you provide.
• (c) Agree that SERVIOU may verify your identity, documentation, and qualifications at any time to ensure compliance and platform integrity.
17.1.3. SERVIOU reserves the right to accept or reject any Artisan registration at its sole discretion, including refusing access to the platform for incomplete, inaccurate, or unverifiable registrations.
17.2. Conduct and Responsibilities
17.2.1. Artisans agree to:
• (a) Conduct business professionally, respectfully, and ethically at all times.
• (b) Provide accurate, transparent, and complete quotations or proposals to Customers.
• (c) Complete all accepted work diligently and in accordance with agreed terms, specifications, and timelines.
• (d) Ensure that work is fully delivered, functional, and compliant with the agreed standards before requesting milestone or final payments.
• (e) Collect any remaining balances directly from the Customer if the Customer opted for Payment on Delivery (POD), ensuring proper proof of payment is obtained.
• (f) Avoid circumventing the platform, including contacting Customers outside the platform to bypass commissions, fees, or agreed procedures.
• (g) Maintain all required permits, trade licenses, or professional certifications necessary for providing their services or selling goods under Mauritian law.
17.3. Payments and Commissions
17.3.1. SERVIOU charges commissions or platform fees on confirmed transactions, which are automatically deducted from payments before disbursement to the Artisan.
17.3.2. Artisans are responsible for any tax obligations arising from their earnings, in accordance with Mauritian law.
17.3.3. Artisans are solely responsible for complying with Mauritian tax obligations, including VAT, income tax, and social contributions. SERVIOU does not act as an employer or tax agent and will not deduct or remit taxes on behalf of Artisans
17.3.4. Payment on Delivery (POD)
• (a) When a Customer selects Payment on Delivery (POD), the Artisan is responsible for collecting the remaining balance directly from the Customer, in accordance with the agreed milestones or total quotation amount.
• (b) The Artisan must maintain proper documentation or proof of payment for each completed milestone and for any final payment received from the Customer. This documentation must be made available to SERVIOU upon request for verification or dispute purposes.
(c) SERVIOU shall not be held responsible or liable for any uncollected amounts, partial payments, or payment disputes arising from direct transactions between Customers and Artisans under the POD arrangement.
(d) In cases where a dispute arises from POD transactions, the matter shall be addressed directly between the Customer and the Artisan, subject to the dispute resolution process outlined in Section 13 of these Terms.
17.3.5. SERVIOU reserves the right to hold, delay, or reverse payments in the event of disputes, suspected fraud, or investigation.
17.3.6. Funds may also be withheld until the Customer confirms completion and satisfaction of milestones or full delivery, where applicable.
17.3.7. SERVIOU may adjust platform fees or commission rates from time to time with prior notice to Artisans. Continued use of the platform constitutes acceptance of such changes.
17.4. Service Quality and Disputes
17.4.1. Artisans must ensure that all work performed or goods provided are high-quality, safe, compliant with applicable laws, and meet the specifications agreed in the accepted Proposal or quotation.
17.4.2. Artisans are responsible for fulfilling all milestones or stages of work in accordance with the agreed timelines and standards before requesting payment for each milestone.
17.4.3. In the event of a dispute between the Customer and the Artisan:
• (a) The Artisan must cooperate fully with SERVIOU and the Customer to resolve the issue in good faith.
• (b) The Artisan acknowledges that final payment or release of funds may be withheld until disputes are resolved or agreed-upon corrective actions are completed.
• (c) In cases where a dispute arises, the matter shall be addressed directly between the Customer and the Artisan, subject to the dispute resolution process outlined in Section 13 of these Terms.
17.4.4. Artisans must maintain accurate records, proof of work, and evidence of milestone completion, which may be requested by SERVIOU or the Customer in case of any dispute.
17.4.5. Repeated complaints or evidence of poor performance may result in suspension or termination of the Artisan’s account by SERVIOU at its discretion.
17.5. Reviews and Reputation
17.5.1. Customers may rate or leave reviews for Artisan services only after full payment of all milestones or the total quote amount. This ensures that ratings reflect completed and fully compensated work.
17.5.2. All reviews and ratings must be honest, accurate, and based on the actual service provided. Submission of false, misleading, defamatory, or incentivized feedback is strictly prohibited.
17.5.3. Artisans must maintain professional conduct in response to feedback and avoid contacting Customers to manipulate or retaliate against reviews.
17.5.4. SERVIOU reserves the right to remove, moderate, or disable reviews that violate these Terms, appear manipulated, or are misleading.
17.5.5. Repeated abuse, manipulation of reviews, or attempts to damage reputations may result in suspension or termination of the Artisan’s account.
17.6. Cancellations, Refunds, and Milestones
17.6.1. Artisans may cancel a Proposal or service only under valid circumstances, such as unforeseen incapacity, legal restrictions, or mutual agreement with the Customer.
17.6.2. Customers who have paid milestones or deposits are entitled to refunds only as outlined in Section 3 (Purchases of Goods), Section 4 (Service Requests and Artisan Proposals), and Section 5 (Payments and Refunds).
17.6.3. If an Artisan fails to complete an agreed milestone or deliver services according to the Proposal, the Customer may request a refund, partial refund, or rework, subject to SERVIOU review.
17.6.4. Milestone payments must be collected in accordance with the agreed schedule, and Artisans must provide proof of completion for each milestone if requested by the Customer or SERVIOU.
17.7. Artisan Account Suspension and Termination
17.7.1. In addition to the provisions of Section 14 (Account Termination or Suspension), SERVIOU reserves the right to suspend, restrict, or permanently terminate an Artisan account, at its sole discretion, for any of the following reasons:
• (a) Repeated poor service quality, unresolved disputes, or consistent negative customer feedback;
• (b) Misrepresentation of credentials, trade licenses, or business details;
• (c) Attempts to circumvent platform fees, commissions, or payment processes;
• (d) Abusive, indecent, fraudulent, or illegal conduct toward Customers, SERVIOU representatives, or other users;
• (e) Being under investigation, charged with, or convicted of any serious criminal offense, including but not limited to theft, fraud, assault, sexual offenses, harassment, drug trafficking, or violent crimes;
• (f) Any court order, police inquiry, or official investigation that requires SERVIOU to restrict access to the platform or user data for compliance or safety reasons.
17.7.2. Suspension or termination may result in withholding of pending payments until disputes or obligations are resolved.
17.7.3. Artisans acknowledge that account suspension or termination does not relieve them of financial, legal, or contractual obligations arising from prior transactions.
17.8. Confidentiality and Data Handling
17.8.1. Artisans must keep Customer information confidential, including contact details, address, email, phone number, and any sensitive payment or business information.
17.8.2. Contact details and communication may only be used to deliver the agreed service or goods. Artisans are prohibited from sharing, selling, or using Customer information for unrelated purposes.
17.8.3. SERVIOU may share minimal contact information (e.g., phone or email) with the Customer only after the Proposal is accepted and payment milestones are met, to facilitate direct service delivery.
17.8.4. Artisans must also protect SERVIOU platform data, internal tools, and any proprietary information accessed through their account. Disclosure or misuse of platform data may result in legal action and account termination.
