Terms and Conditions

1. Who We Are and Acceptance of These Terms

Zabbetli ("Zabbetli," "we," "our," or "us") operates the Zabbetli website and mobile application (together, the "Platform"), through which users in Lebanon book home services from independent service professionals.

The Platform is operated by Zabbetli, based in and operating from the Lebanese Republic. For legal or contractual matters, you can reach us at legal@zabbetli.com.

By creating an account, booking a service, offering services, or otherwise using the Platform, you confirm that you have read, understood and accepted these Terms and our Privacy Policy. If you do not accept them, you must not use the Platform.

2. Definitions

• Customer: a person who requests or books a home service through the Platform.
• Service Provider or Provider: an independent tradesperson, technician, cleaner or company that offers and performs services through the Platform.
• User: any person using the Platform, whether a Customer or a Service Provider.
• Services: the home services performed by a Provider for a Customer through the Platform: cleaning, plumbing, electrical work, painting, heating and air conditioning (HVAC), carpentry and appliance repair.
• Platform Services: what Zabbetli itself provides — the technology that lets Customers and Providers find each other, agree a scope and price, schedule a visit, communicate, and rate the outcome.

3. What Zabbetli Is — and What It Is Not

Zabbetli is a technology platform and an intermediary. We are not a plumbing company, an electrical contractor, a cleaning company, or a provider of any of the Services listed on the Platform, and we do not hold ourselves out as one.

When you book through the Platform, a direct contract for the Services is formed between you and the Service Provider. Zabbetli is not a party to that contract. We do not supervise, direct or control the manner, method, sequence or timing in which a Provider performs the Services, nor do we control the tools, materials or personnel a Provider uses.

Service Providers are independent contractors. Nothing in these Terms or in the operation of the Platform creates any relationship of employment, partnership, joint venture, agency, franchise or subordination between Zabbetli and any Service Provider, and no Provider is entitled to any wage, indemnity, social security contribution, end-of-service benefit or other entitlement under the Lebanese Labour Code or the Social Security Law from Zabbetli.

Providers set their own prices, choose which jobs to accept or decline, decide their own working hours, may work for competitors or their own clients at any time, and bear their own profit and loss.

4. Eligibility and Your Account

You must be at least 18 years old and legally capable of entering into binding contracts under Lebanese law. Providers must additionally hold any licence, permit or registration that Lebanese law requires for their trade. You agree to:

• give accurate, current and complete registration information;
• keep your phone number and address details up to date;
• keep your password and one-time codes confidential;
• accept responsibility for everything done through your account;
• tell us immediately if you suspect unauthorised use;
• not create multiple accounts to evade suspension or reset ratings.

Service Providers must additionally provide, as a condition of using the Platform: a clear copy of a valid government-issued identity document (national identity card, residency permit or passport), and a current photograph of their face. Registration cannot be completed without both. The photograph is shown to Customers so they can confirm at the door that the person in front of them is the person Zabbetli sent — it is a safety measure for Customers and Providers alike. Your identity document itself is never shown to Customers.

Submitting a forged, altered or borrowed identity document, or a photograph that is not of you, is grounds for immediate and permanent removal from the Platform and may be reported to the authorities.

One account per person or per business. Accounts are personal and may not be sold, shared or transferred.

5. How Booking Works

You describe the job, your address and your preferred time. Depending on the service, you will either receive quotes from Providers or be matched with an available Provider. A booking is confirmed only once a Provider accepts it and you confirm the agreed scope and price in the Platform.

Quotes given before a Provider has inspected the job are estimates. For many trades the true scope only becomes clear on site. If the Provider finds that the work differs materially from what you described, the Provider must tell you before continuing, and any revised price must be agreed with you. You are never obliged to accept a revised price — you may cancel at that point, subject to any call-out fee that was disclosed to you in advance.

Availability, response times and coverage areas are not guaranteed. We do not promise that a Provider will be available for any particular service, area or time slot.

6. Prices, Payment and Currency

Payment is made directly by the Customer to the Service Provider in cash, on completion of the job, unless the Platform explicitly offers another payment method for your booking. Zabbetli does not collect, process, hold or escrow payment for the Services, and does not act as your payment agent.

• The price is the amount agreed between you and the Provider in the Platform, plus the cost of any materials or spare parts you approve.
• Prices are displayed in United States Dollars (USD) and/or Lebanese Pounds (LBP). Where a price shown in one currency is settled in the other, the exchange rate applied is the rate displayed in the Platform at the time of booking. Providers may not unilaterally apply a different rate at the door.
• Providers must accept payment at the agreed price and may not demand a higher amount on site for work already agreed.
• Providers are responsible for issuing any invoice or receipt required by law, and for VAT and all other taxes on their own earnings.
• The Zabbetli app is free for Customers to use, and we do not charge Customers a booking fee. If we ever introduce one, it will be shown clearly before you confirm a booking.

7. Our Commission (Service Providers)

Because Customers pay Providers directly, Zabbetli earns its revenue by charging Service Providers a commission on jobs booked through the Platform. By offering services on the Platform, a Provider agrees to pay Zabbetli a commission of 10% of the value of each completed job, calculated on the price agreed with the Customer in the Platform, excluding the cost of materials and spare parts.

• Invoicing: commission is invoiced weekly, covering the jobs you completed in the preceding week. Your running balance is visible in the Platform at all times.
• Payment: each invoice is payable by the method shown in the Platform. It is your responsibility to keep your balance settled.
• Non-payment: if an invoice remains unpaid 14 days after it was issued, your account will be suspended and you will no longer be able to receive or accept jobs through the Platform. We will send you at least two reminders before this happens.
• Reinstatement: a suspension for non-payment is lifted once the outstanding balance is paid in full. Repeated suspensions for non-payment, or a balance that remains unpaid for 60 days, may lead to permanent removal from the Platform and to recovery of the debt through the competent courts.
• Disputed invoices: if you believe an invoice is wrong — for example a job was cancelled, was never performed, or the price recorded is incorrect — notify us before the due date. We will not suspend your account over an amount that is genuinely in dispute while we investigate it.

Suspension does not cancel commission already owed. We may change the commission rate on 30 days written notice; a change never applies retroactively to jobs already accepted, and if you do not accept the new rate you may stop taking jobs and close your account.

8. Cancellations and No-Shows

• Customer cancellation: you may cancel free of charge up to 4 hours before the scheduled start time. Cancelling later than that, or turning the Provider away at the door for reasons unrelated to the Provider, may incur a call-out fee payable to the Provider, which will be disclosed in the Platform before it applies.
• Provider cancellation: Providers who cancel confirmed bookings late or repeatedly, or who fail to arrive, may have their visibility reduced, their account suspended, or a penalty applied to their commission account.
• No fee applies where cancellation results from a Force Majeure event under clause 19, or where the Provider arrives more than 60 minutes after the agreed time without notice.

9. Complaints, Re-Work and Resolution

If you are not satisfied with the work, contact our support team within 72 hours of the job being completed, with photographs where possible. We take quality seriously and will act as mediator between you and the Provider.

Where a complaint is upheld, we may:

• require the Provider to return and correct the defective work at no additional charge to you;
• arrange for a different Provider to complete or correct the work;
• require the Provider to refund or reduce the amount you paid, in whole or in part; and/or
• downrate, suspend or permanently remove the Provider from the Platform.

Please note: because you pay the Provider directly in cash, Zabbetli cannot itself refund money it never received. Any refund is an obligation of the Provider, which we will enforce through the measures above. Where we consider it fair to do so, we may at our discretion offer you a goodwill credit toward a future booking. This does not limit your right to pursue the Provider directly, or to complain to the Consumer Protection Directorate at the Ministry of Economy and Trade.

10. Provider Screening — What We Check and What We Do Not

Before a Provider can accept jobs, we carry out the checks described on our website. Every Provider must submit a valid government-issued identity document and a current photograph of their face — no Provider is activated without both. We also confirm contact details, review trade experience and references, and, where the trade requires it, check that the Provider holds the relevant licence or permit.

We also monitor Customer ratings and complaints on an ongoing basis and remove Providers who fall below our standards.

You should understand the limits of this. Our checks are made at a point in time and depend on the accuracy of the documents and references supplied to us and on what is available in Lebanon. We do not conduct continuous criminal record monitoring, and we cannot guarantee the honesty, competence, punctuality or future conduct of any individual Provider. Screening reduces risk; it does not eliminate it, and it is not a warranty by Zabbetli of any Provider.

11. Access to Your Home and Safety

Home services require a stranger to enter your property. Both sides have responsibilities.

As a Customer, you agree to:

• provide safe, lawful access to the property, and confirm that you own it or are authorised to order work on it;
• secure cash, jewellery, documents and other valuables before the visit;
• disclose known hazards — faulty wiring, gas leaks, structural damage, aggressive pets, asbestos or similar;
• ensure a responsible adult is present, or that access arrangements are expressly agreed in the Platform;
• treat the Provider with respect and not require them to perform unsafe, unlawful or non-compliant work.

As a Service Provider, you agree to:

• attend in person — you may not send a substitute who has not been verified by Zabbetli;
• carry your identity document and present it on arrival when asked. Customers are entitled to check that you are the person shown in the Zabbetli profile photograph, and to refuse entry if you are not;
• enter only those parts of the property necessary for the job, and never photograph or record inside a home except as needed to document the work, with the Customer's consent;
• work safely and in accordance with applicable Lebanese technical and safety requirements, and provide your own tools, equipment and protective gear;
• leave the work area clean and remove waste generated by the job.

Anyone who feels unsafe may end the visit immediately. Report safety incidents to us at once, and to the Internal Security Forces where a crime may have occurred.

12. Damage, Loss and Insurance

A Service Provider is responsible for loss or damage they cause to your property through their fault, negligence or defective work, in accordance with the Lebanese Code of Obligations and Contracts. Providers are required to maintain their own civil liability insurance where their trade or the value of the work makes it appropriate, and to produce evidence of it on request.

Report any damage to us and to the Provider within 72 hours, with photographs. We will assist you in pursuing the Provider and may suspend the Provider pending resolution. Zabbetli itself does not insure your property, is not the Provider's insurer or guarantor, and does not assume the Provider's liability for damage.

13. Ratings, Reviews and Content

Reviews must be honest, based on a real booking, and free of insults, discriminatory language, personal data of third parties, or content unrelated to the service. We may remove reviews that breach these rules, but we do not edit reviews to make Providers look better.

You keep ownership of the photographs, reviews and other content you submit. You grant Zabbetli a non-exclusive, royalty-free, worldwide licence to host, display and use that content for operating and promoting the Platform. You confirm you have the right to grant this, and that photographs you upload do not show identifiable third parties without their consent.

14. Prohibited Conduct

You must not:

• use the Platform for any unlawful purpose;
• harass, threaten, discriminate against, or harm any User, whether on the Platform or during a visit;
• give false information about a job, an identity, or a licence;
• circumvent the Platform: take a relationship first made through Zabbetli off-platform in order to avoid commission. This applies for 6 months after the first job. It does not stop a Customer from freely engaging a professional they already knew, or from choosing a different platform;
• submit fake reviews, manipulate ratings, or offer inducements for positive ratings;
• scrape, reverse engineer, overload or attempt unauthorised access to the Platform.

15. Disputes Between Users

Disputes about the Services are, in the first instance, between the Customer and the Provider. We offer the mediation process in clause 9 as a service and will use reasonable efforts to help reach a fair outcome, but we do not act as arbitrator, and our decision under clause 9 does not prevent either party from pursuing its legal rights.

16. Disclaimers

The Platform is provided on an "as is" and "as available" basis. We do not warrant that it will be uninterrupted, error-free or free of viruses, and we may suspend it for maintenance.

We give no warranty as to the quality, safety, timeliness, legality or suitability of Services performed by any Provider, or as to the truth of information Users provide about themselves. Provider profiles, ratings and estimated prices are indicative and are not advice or a recommendation from Zabbetli.

Nothing in this clause excludes or limits any warranty, guarantee or right that Lebanese law — in particular Consumer Protection Law No. 659/2005 — grants you and does not permit to be excluded, nor our liability for fraud, gross negligence, or death or personal injury caused by our own fault.

17. Limitation of Liability

Subject always to the final paragraph of clause 16, Zabbetli is not liable for:

• the acts, omissions, workmanship, delay or conduct of any Service Provider or Customer;
• indirect or consequential loss, loss of profit, loss of data, or loss of opportunity;
• loss arising from your failure to secure valuables or disclose hazards, or from work you instructed a Provider to perform against their advice.

Where Zabbetli is nevertheless found liable, our total aggregate liability arising out of or in connection with a booking is limited to the greater of (a) the value of that booking, or (b) USD 200.

18. Indemnity

You agree to indemnify Zabbetli and its officers, employees and agents against claims, losses and reasonable legal costs arising from your breach of these Terms, your violation of any law, or your infringement of a third party's rights. Service Providers additionally indemnify Zabbetli against any claim brought by a Customer or authority in respect of Services the Provider performed, and against any claim that the Provider is or was an employee of Zabbetli.

19. Force Majeure

Neither Zabbetli nor any User is liable for failure or delay caused by events beyond reasonable control, including armed conflict, civil unrest, road closures, strikes, earthquakes, epidemics, prolonged electricity or fuel shortages, telecommunications or internet outages, banking restrictions on the movement or withdrawal of funds, currency controls, and acts of public authority.

20. Suspension and Termination

You may close your account at any time. We may suspend or terminate an account, with notice where reasonably possible, for breach of these Terms, for fraud or safety reasons, for repeated poor ratings or complaints, or where required by law. Suspension does not cancel obligations already incurred, including a Provider's unpaid commission or a Customer's unpaid balance for completed work. Clauses 12, 13, 17, 18, 21 and 22 survive termination.

21. Communications

By registering, you agree that we may contact you by in-app notification, SMS, WhatsApp, phone and email about bookings, safety and account matters — these are operational messages you cannot opt out of while you hold an account. Marketing messages are separate and you can unsubscribe from them at any time. Calls and chats between Customers and Providers may be routed or recorded through the Platform for safety and dispute resolution, as described in the Privacy Policy.

22. Intellectual Property

The Zabbetli name, logo, software, designs and content are owned by Zabbetli or its licensors. You may use the Platform only as permitted by these Terms; you may not copy, modify, distribute or create derivative works from it without our written permission.

23. Changes to These Terms

We may update these Terms. Where a change materially affects your rights, we will give notice in the Platform or by email at least 15 days before it takes effect. Continued use after that date means you accept the change. If you do not accept it, you may close your account.

24. Governing Law and Jurisdiction

These Terms are governed by the laws of the Lebanese Republic. We encourage you to contact us first so we can try to resolve any dispute informally.

Any dispute that cannot be resolved will be submitted to the competent courts of Beirut. If you are a consumer, this does not deprive you of the right to bring proceedings before the court of your place of residence in Lebanon, or to refer the matter to the Consumer Protection Directorate at the Ministry of Economy and Trade, where the law gives you that right. If any provision of these Terms is held invalid, the rest remain in force.

25. Contact Us

For questions about these Terms:

Zabbetli
Email: info@zabbetli.com
Legal inquiries: legal@zabbetli.com
Phone: +961 70 094 686
WhatsApp: +961 70 094 686
Zabbetli operates in the Lebanese Republic.