1. Introduction
These Terms and Conditions (“Terms”) govern the use of the XpatHaven match-making platform (the “Service”) which connects clients (“you”, “the client”) with independent service providers such as plumbers, electricians, handymen, gardeners, lawyers, health providers, and others (non-exhaustive).By using our platform, you agree to these Terms.
Rathmaker Ltd (the company) is trading under the name XpatHaven, providing services in the UK and Portugal
2. Nature of the Service
XpatHaven acts solely as a match-maker between clients and independent third-party service providers (“Providers”). We do not perform the services ourselves, and we are not liable for the execution, quality, pricing, delays, damages, or results of the service delivered by the Provider.Our role includes:
Understanding your request
Matching you with an appropriate Provider
Facilitating communication
Handling customer service between you and the Provider
Our role does not include:
Guaranteeing availability
Guaranteeing service quality
Taking responsibility for any work carried out
Processing or issuing invoices on behalf of Providers
All invoicing, quotes, and payments for the work itself are handled directly between you and the Provider.
3. Service Fee & Membership Conditions
3.1 Service Fee (Non-Members)
For each match-making request, a one-time service fee is charged at checkout on the XpatHaven platform. This fee applies once per requested service category (e.g., one plumber request = one service fee).
3.2 Members
Members of XpatHaven do not pay service fees.Your login automatically removes the fee during checkout.
Membership payments and conditions are governed by the XpatHaven Membership Terms.
4. Booking Process & Timeline
4.1 Submitting Your Request
You submit your needs using the request form on our platform. You must provide accurate information.4.2 Response Time
XpatHaven will contact you within 24 hours to clarify your request.After clarification, we will connect you with a suitable Provider, who will contact you with a quote within another 24 hours.
This timeline applies Monday–Friday. Weekend requests are handled on Monday unless urgent.
4.3 After Match-Making
Once connected, communication for quotes, scheduling, payments, and execution occurs directly between you and the Provider.5. Payments
5.1 Payments to XpatHaven
Only the XpatHaven service fee (if applicable) is processed through our platform.5.2 Payments to Providers
All payments for the actual service (e.g., plumbing, gardening, legal consultation) must be arranged directly with the Provider. XpatHaven:Does not issue invoices for Provider services
Does not collect payments on behalf of Providers
Is not responsible for payment disputes
6. Provider Responsibility & Liability
6.1 Independent Providers
All Providers are independent third parties. XpatHaven does not employ them and is not responsible for their work, delays, or conduct.6.2 No Liability
XpatHaven is not liable for:Quality of the service delivered
Errors, damages, losses, or delays caused by the Provider
Overpricing, underpricing, or incorrect quoting
Accidents or incidents occurring during the service
Any legal, financial, or contractual issues between client and Provider
You accept these risks when using the platform.
6.3 Insurance
XpatHaven does not insure Provider work. Any insurance or guarantees must be arranged directly with the Provider.7. Customer Service & Disputes
Although we are not liable for Provider work, XpatHaven will:Assist as a mediator
Communicate with the Provider on your behalf
Attempt to find a solution in case of dissatisfaction
However, we cannot guarantee refunds, discounts, reductions, or compensations.
8. Client Responsibilities
You agree to:Provide accurate, honest information about the service needed
Respond to clarifications in a timely manner
Handle payments directly with Providers
Make informed decisions about the Provider you choose
Verify if the Provider holds required licenses, qualifications, or insurance
XpatHaven is not responsible for verifying licensing or professional accreditation unless explicitly stated on the platform.
9. Cancellations
Since services are delivered by independent Providers:Cancellation conditions, refund policies, and rescheduling must be agreed directly with the Provider
XpatHaven does not issue refunds for dissatisfaction with a Provider’s work
XpatHaven service fees are non-refundable, unless a match cannot be made despite reasonable effort
10. Availability of Customer Support
XpatHaven customer service is available:Monday to Friday: phone, email, WhatsApp
Weekends: WhatsApp for emergencies only
11. Data Protection & Privacy (GDPR)
The GDPR article from the Cleaning Service Terms applies identically to this service. XpatHaven collects only the information necessary to match you with Providers and provide customer care.Your data is shared only with the Provider assigned to your service request.
12. Operating Entity
XpatHaven is a trading name of Rathmaker Ltd, a UK Limited Company operating in the UK and Portugal.The match-making service is not regulated as an employment agency nor as a contractor—XpatHaven acts solely as an intermediary.