Last updated: 17 May 2026
1. Introduction
These Terms and Conditions ("Terms") govern the use of XpatHaven's matchmaking service (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 XpatHaven, you agree to these Terms.
In these Terms, "XpatHaven", "we", "us" and "our" refer to XpatHaven.
2. Nature of the Service (Intermediary Only)
XpatHaven acts solely as a matchmaker/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 services delivered by Providers.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 work carried out by Providers
• Processing invoices or payments on behalf of Providers
All quotes, scheduling, invoicing, and payments for Provider work are handled directly between you and the Provider.
3. Cost of Using XpatHaven
XpatHaven does not charge customers for using the Service. We do not offer memberships, collect customer payments, or sell bookable services through the platform.Any fees charged by a Provider for their own services are agreed directly between you and that Provider.
4. Request Process & Timeline
4.1 Submitting Your Request
You submit your needs using the request form on our platform or through 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.After clarification, we aim to introduce you to a suitable Provider, who may then contact you directly about your request.
These timelines apply Monday-Friday, excluding public holidays. Weekend requests are normally handled on Monday unless urgent.
4.3 After Matchmaking
Once connected, communication for quotes, scheduling, payments, and execution occurs directly between you and the Provider.5. Payments
XpatHaven does not collect any payments from customers and does not issue invoices for Provider services.All payments for Provider services must be arranged directly with the Provider. XpatHaven is not responsible for payment disputes between Clients and Providers.
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 compensation relating to Provider work.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 whether the Provider holds required licences, 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
Because XpatHaven does not collect payments from customers or sell bookable services, XpatHaven does not process customer cancellations or refunds for Provider work.Cancellation terms, rescheduling, and any refunds for a Provider's own work must be agreed directly with that Provider.
Nothing in these Terms limits mandatory statutory consumer rights under applicable 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)
This section explains how XpatHaven collects and uses personal data when you use the Service.11.1 Personal Data We Collect
We may collect your name, email address, phone number, preferred language, service address where relevant, request details, and communications with support. We also collect technical data such as IP address and device/cookie identifiers; see the Cookie Policy for more information.Please do not send health or other sensitive information through request forms or support messages unless it is strictly necessary for your request.
11.2 Purposes & Lawful Bases
We process personal data to: (a) provide matchmaking and customer support (contract / pre-contract steps), (b) collect your contact details and share them, together with your request details, with Providers or partners who may be able to respond to your request (contract / pre-contract steps), (c) operate, secure, and improve the Service and prevent fraud (legitimate interests), and (d) use optional analytics cookies where you consent (consent).You are not obliged to buy any services from a Provider after receiving a quote.
11.3 Sharing Your Data
We share your data only as needed with Providers or partners relevant to your request so they can contact you, and with trusted service providers such as hosting, communications, and analytics providers acting on our instructions.Once introduced, Providers may process your data as independent controllers under their own privacy practices.
11.4 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.11.5 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, and support communications for 12 months, unless a longer period is required by law.11.6 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, such as the Portugal CNPD.
11.7 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. 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.13. Governing Law
These Terms are governed by Portuguese law. 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 XpatHaven