Last updated: 8 March 2026

1. Introduction

These Terms and Conditions (“Terms”) govern the use of the XpatHaven match-making platform (the “Service”), which connects clients (“you”, “Client”) with independent third-party service providers (“Providers”) such as plumbers, electricians, handymen, gardeners, lawyers, health providers, and others (non-exhaustive).

By using our platform, you agree to these Terms.

XpatHaven is a trading name of Rathmaker Ltd (“we”, “us”, “our”), a UK limited company operating in the UK and Portugal.

2. Nature of the Service (Intermediary Only)

XpatHaven acts solely as a match-maker/intermediary between Clients and independent third-party Providers. We do not perform Provider services ourselves and we are not responsible for the execution, quality, pricing, delays, damages, advice, or results of the service delivered by a Provider.

Our role may include:

• Understanding your request

• Matching you with one or more suitable Providers

• Facilitating communication and customer support

Our role does not include:

• Guaranteeing Provider availability or response times

• Guaranteeing service quality or outcomes

• Taking responsibility for any work carried out by Providers

• Processing or issuing invoices on behalf of Providers (unless explicitly stated for a specific bookable service)

All quotes, invoicing, and payments for Provider work are handled directly between you and the Provider (except where a service is explicitly offered as bookable and payable via XpatHaven, such as cleaning if applicable).

3. Service Fee & Membership Conditions

3.1 Service Fee (Non-Members)

XpatHaven currently offers two service types:

• Bookable services (e.g. cleaning), where booking and payment are handled on XpatHaven.

• Matchmaking services, where XpatHaven performs matchmaking and then introduces you to a Provider.

For non-members, a platform service fee may be charged for both service types.

The platform service fee is charged once per checkout.

3.2 Members

Members of XpatHaven do not pay service fees where membership benefits include fee waivers.

Your login automatically removes the fee during checkout (where applicable).

3.3 Membership Billing, Trial and Cancellation

Membership is billed monthly.

XpatHaven may offer a free trial period. Where a free trial is offered, we collect your payment details via Stripe at the start of the trial so that billing can begin automatically when the trial ends.

If a free trial applies, your first membership payment is taken at the end of the trial period.

You may cancel membership at any time, including during a free trial. After cancellation, membership remains active until the end of the current free-trial period or, if already paid, until the end of the current paid billing period.

4. Booking Process & Timeline

4.1 Submitting Your Request

You submit your needs using the request form on our platform (or via our support channels). You must provide accurate information.

4.2 Response Time (Targets, Not Guarantees)

We aim to contact you within 24 business hours to clarify your request (except when you book a cleaning directly, where different flows may apply).

After clarification, we aim to introduce you to a suitable Provider, who typically provides a quote within a further 24 business hours.

This timeline applies Monday–Friday (excluding public holidays). 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) and any explicitly bookable services sold by XpatHaven are processed through our platform.

5.2 Payments to Providers

All payments for Provider services (e.g., plumbing, translation, legal consultation) must be arranged directly with the Provider, unless a service is explicitly offered as bookable and payable via XpatHaven.

XpatHaven:

• Does not issue invoices for Provider services

• Does not collect payments on behalf of Providers

• Is not responsible for payment disputes between Client and Provider

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, conduct, advice, or omissions.

6.2 No Liability for Provider Services

To the maximum extent permitted by law, XpatHaven is not liable for:

• Quality of the service delivered by a Provider

• Errors, damages, losses, or delays caused by a Provider

• Overpricing, underpricing, or incorrect quoting by a Provider

• 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 Limits That Cannot Be Excluded

Nothing in these Terms excludes or limits liability where it would be unlawful to do so (including liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under applicable law).

6.4 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, we may assist as a mediator, communicate with the Provider on your behalf, and attempt to help 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 (unless explicitly stated otherwise)

• Make informed decisions about the Provider you choose

• Verify whether the Provider holds required licenses, qualifications, or insurance

• Allow XpatHaven to share your contact details and request details with one or more Providers for the purpose of responding to your request

Unless explicitly stated on the platform, XpatHaven does not verify licensing or professional accreditation.

9. Cancellations & Refunds

For services delivered by independent Providers after introduction (non-bookable marketplace services), cancellation terms, service rescheduling, and refunds for the Provider's own work must be agreed directly with the Provider.

XpatHaven may assist with communication but is not the contracting party for Provider-delivered work unless the service is explicitly offered as bookable and payable via XpatHaven.

9.1 Portuguese 14-Day Right of Withdrawal

Where Portuguese consumer withdrawal rules apply, customers have a 14-day right of withdrawal from qualifying distance purchases.

Nothing in these Terms limits mandatory statutory consumer rights under applicable Portuguese law.

9.2 Cleaning (Bookable via XpatHaven)

For cleaning bookings made via XpatHaven, we offer a full refund (including any applicable platform service fee) if you cancel at least 48 hours before the scheduled start time.

If the cleaning service has been fully performed, the withdrawal right is lost to the extent permitted by law and no refund is due for the performed service.

9.3 Matchmaking Requests (“Connect me”)

For services that are not directly bookable, the XpatHaven platform service is the matchmaking work itself (including callback handling and attempts to match you with a suitable Provider, whether or not a final engagement is concluded).

By proceeding at checkout, you request immediate performance of that matchmaking service and acknowledge that once this service has been performed, the related platform service fee is non-refundable to the extent permitted by law.

10. Availability of Customer Support

XpatHaven customer service is available:

• Monday to Friday: phone, email, WhatsApp

• Weekends: WhatsApp for emergencies only

11. Privacy & Data Protection (GDPR / UK GDPR)

This section explains how Rathmaker Ltd (trading as XpatHaven) collects and uses personal data when you use the Service.

11.1 Data Controller

Controller: Rathmaker Ltd (trading as XpatHaven)

Contact: info@rathmaker.co.uk | Collingwood Buildings, 38 Collingwood Street, Newcastle Upon Tyne NE1 1JF, United Kingdom

Privacy complaints and data protection requests: complaint@xpathaven.com

11.2 Personal Data We Collect

We may collect: name, email, phone, preferred language, service address, request details, photos you upload, communications with support, account/membership status, and payment records for XpatHaven fees and membership billing (we do not store full card details). We also collect technical data such as IP address and device/cookie identifiers (see Cookies/Analytics).

Please do not upload health or other sensitive information unless it is strictly necessary for your request.

11.3 Purposes & Lawful Bases

We process personal data to: (a) provide match-making and customer support (contract / pre-contract steps), (b) collect your contact details and share them, together with your request details, with Providers / partners who can execute the service you are requesting so they can contact you with a quote (contract / pre-contract steps), (c) process payment details in order to charge the XpatHaven service fee for the connection work we do, or to charge membership fees after any applicable free or trial period (for example, after 2 months if you do not cancel before) (contract / legal obligation), (d) operate, secure and improve the Service and prevent fraud (legitimate interests), and (e) use optional analytics/marketing cookies where you consent (consent).

You are not obliged to buy any services from a Provider after receiving a quote.

11.4 Sharing Your Data

We share your data only as needed with the Provider(s) / partners assigned to your request so they can contact you and provide a quote, and with trusted service providers (hosting, communications, payment processors, analytics) acting on our instructions.

Once introduced, Providers may process your data as independent controllers under their own privacy practices.

11.5 International Transfers

Your data may be processed in the UK and EEA. Where required, we use appropriate safeguards for international transfers (such as Standard Contractual Clauses and additional measures).

11.6 Retention

We keep your personal data only as long as necessary for the purposes described above. As a general rule, we keep request records, contact details, support communications, and payment-related records for 12 months, unless a longer period is required by law (for example, accounting or tax obligations).

11.7 Your Rights

You have rights to access, rectify, erase, restrict, object, and data portability (where applicable), and to withdraw consent at any time (for consent-based processing).

You can contact us at complaint@xpathaven.com for privacy questions, complaints, or to exercise your rights.

You may also lodge a complaint with your supervisory authority (UK ICO / Portugal CNPD).

11.8 Cookie Policy

We use essential cookies for core functionality. Analytics cookies are used only after you provide consent. For details and to manage your preferences, please see Cookie policy.

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 provided solely as an intermediary and is not an employment agency nor a contractor.

13. Changes to These Terms

We may update these Terms from time to time. We will update the “Last updated” date and provide notice on the platform where changes are material.

14. Governing Law

These Terms are governed by the laws of England & Wales. If you are a consumer, you may also have mandatory rights under the laws of your country of residence that apply regardless of this clause.

© 2026 Rathmaker Ltd trading as XpatHaven®