Terms of use

What plumbers.pt is

plumbers.pt is an online marketplace that connects people who need plumbing work in Portugal (clients) with independent plumbers. plumbers.pt does not carry out plumbing work, does not employ the plumbers and is not a party to the contract between client and plumber.

We vet every plumber before their profile goes live, but vetting is not a guarantee of the work.

By creating an account, posting a job or taking a job, you accept these terms. If you do not agree with any of them, please do not use the site.

Accounts

• You must be 18 or over and give true, up-to-date details.
• Your account is personal. Keep your password safe and tell us if you think someone else has used it.
• Plumbers confirm that they are registered to work, follow the rules of the trade and only do gas work if they are certified gas technicians.

Posting a job (clients)

• Posting is free and with no commitment.
• Describe the problem honestly and use only your own photos, without other people's personal details.
• We show your job to vetted plumbers who cover your area and that type of work. At most 3 can take it.
• Plumbers see the problem, the photos, the area, the urgency and your first name. Your phone and email are shown only to the plumbers you reply to or whose quote you accept; your full address only to the plumber whose quote you accept.
• You do not have to accept any quote.

Quotes and the contract

• A quote is the plumber's offer. When you accept it, the contract is made directly between you and the plumber.
• Price, what is included, timing, payment and guarantee are agreed between the two of you. Your consumer rights, including the guarantee on the service, are exercised against the plumber.
• The plumber issues the invoice to the client; putting the client's NIF on it is optional. Payment goes directly to the plumber; plumbers.pt does not take payments for jobs, except the part paid with a plumbers.pt voucher.

Credits (plumbers)

• Credits are prepaid and bought in packs, at the price shown when you buy (larger packs include extra credits).
• Taking a job costs a number of credits that depends on the job type; you see the price first. The credits are held and charged only if the client replies to you or accepts your quote; if not, they are returned when the job closes.
• Taking a job lets you send a quote and messages; the client's contact details appear when they reply. It does not guarantee that the client chooses you.
• Credits are not refundable or exchangeable for cash, except where the law requires it or where, after review, we find a job to be fake, a duplicate, or the client unreachable. In those cases we return the credits to your account. Report the job in your account within 7 days of taking it.
• When your profile is approved, we give you 20 free credits. Free credits have no cash value.
• Urgent jobs cost 8 credits, charged only to the plumber who accepts, and refunded if the client cancels within the free 5 minutes.
• Free credits for recommending plumbers who are approved and for each published review of 3 stars or more, at the amounts shown in your account. We may change or end these offers, and we remove credits earned through fake applications or reviews.
• There is no commission on your jobs. The Pro plan is optional.

Pro plan (plumbers)

• Pro is an optional plan, paid for one year at the price shown in your account when you order it (IVA included), by MB WAY or bank transfer. It starts when we confirm the payment and does not renew automatically; we remind you before it ends.
• It includes the monthly credits shown in your account (given at the start of each month of the plan, with no cash value, and kept in your balance after Pro ends), access to new jobs a few minutes before plumbers without Pro (the number of places per job does not change), priority in the first wave of urgent alerts when you are available, being featured in plumber lists, and the business tools shown in your account.
• Ranking: in plumber lists, featured profiles, including Pro plumbers, appear first and carry the "Featured" label. Trust badges (checked English, insurance and others) and reviews can never be bought.
• If Pro ends, your data (clients, notes, jobs) stays in your account; you just stop using the Pro tools. We may change the price and content of Pro for new periods, with notice.

Rules for plumbers

• Your profile must be true: English level, insurance, invoicing, gas certification.
• Use a client's details only to answer that job and for the work agreed. You are responsible for how you handle those details.
• Send clear, written quotes and do what you agree.
• Do not contact clients who have not replied to you through the site, or use misleading practices to take them around the site.
• We may suspend or remove profiles that break these rules or collect well-founded complaints.

Reviews

• Only a client with a plumbers.pt account who booked the plumber through plumbers.pt (a quote, a direct request or an urgent job) that was completed can review the plumber. Each client reviews each plumber once.
• Reviews from signed-in clients are published straight away; reviews sent without signing in are checked by the team before they are published.
• Reviews must be honest and about your own experience. No insults, personal details, advertising, or paid or fake reviews.
• Plumbers receive free credits for each published review of 3 stars or more. Clients receive nothing for reviewing.
• We may moderate or remove reviews that break these rules. We do not remove a review because it is negative.

Urgent and direct requests

Urgent requests: we alert available plumbers near you in waves; the first to accept gets the job and tells you when they will arrive. You can cancel free of charge within 5 minutes of someone accepting.

If nobody accepts within 15 minutes, you can keep waiting or ask for quotes. We cannot guarantee that someone is free. If anyone is in danger, or you smell gas, call 112.

Direct requests (Find a plumber): your request goes only to the plumber you chose. If they have not replied within 48 hours, we offer to send it to other plumbers for quotes, only if you want.

Our responsibility

plumbers.pt is an intermediary. As far as the law allows, we are not liable for the quality, safety or timing of the work, for damage caused by plumbers or clients, or for the agreements between them. Nothing in these terms limits liability that the law does not allow us to limit, or your rights as a consumer.

Changes, law and disputes

We may update these terms; we tell registered users about important changes. Portuguese law applies.

For consumer disputes you can use the complaints book (Livro de Reclamações, also online at livroreclamacoes.pt) and an alternative dispute resolution body: the consumer arbitration centre for your area or CNIACC, the national consumer arbitration centre (cniacc.pt). Contact: filipe.durao.sales@gmail.com.