Terms of Use of the “Rabotilo” Electronic Platform

Version: 2026-08-18 · In force from: 2 September 2026

This document is binding on all users of the Rabotilo platform. By submitting a request, registering or activating a profile you declare that you have read and accept these Terms of Use and the Personal Data Protection Policy.

These Terms of Use govern the relations between “Poli Ivanova 70” EOOD, company ID (EIK) 202476417, with registered office at: Sofia, Nadezhda district, Nadezhda I, bl. 145, entr. G, fl. 4, apt. 93, e-mail: rabotilo@proton.me, tel.: +359 877 464 964, hereinafter the “Administrator”, and the persons who use the electronic platform available at www.rabotilo.bg, hereinafter the “Platform”.

The Platform provides an electronic environment for connecting persons seeking certain services with persons who independently offer the performance of such services.

By registering or by using the Platform, the User declares that they are familiar with these Terms of Use, accept them and undertake to comply with them.

I. General provisions

Art. 1. These Terms of Use govern the conditions and procedure for using the Platform, as well as the rights and obligations of the Administrator and the Users.

Art. 2. The Platform is an electronic information environment that facilitates contact between persons seeking the performance of certain services (“Customers”) and persons who independently offer and perform such services (“Tradespeople”).

Art. 3. The core function of the Platform is to provide the technical means for:

• submitting and publishing service requests;
• presenting Tradespeople’s profiles and information about the services they offer;
• establishing contact and communication between Customers and Tradespeople;
• providing functionalities through which Customers can receive information about their requests and give ratings and reviews of Tradespeople.

Art. 4. The Administrator does not perform the services offered through the Platform, does not participate in their performance and does not determine the conditions under which the Customer and the Tradesperson negotiate the specific service.

The Administrator does not represent the Tradespeople, does not participate in negotiations between Customers and Tradespeople and assumes no obligations regarding the performance of specific services.

Tradespeople act independently and are not employees, representatives, agents or subcontractors of the Administrator.

Art. 5. Contractual relations regarding a specific service arise solely between the Customer and the Tradesperson chosen by them.

The Administrator is not a party to those relations and acquires no rights or obligations under the contracts between Customers and Tradespeople.

The Customer and the Tradesperson bear their own responsibility for the contractual obligations they assume, including regarding the conditions of performance, quality, deadlines, price and guarantees of the service.

The Administrator is not liable for non-performance or improper performance of services agreed between a Customer and a Tradesperson, nor for disputes, complaints or warranty claims arising from their relations, except where its liability arises from the law.

II. Definitions

Art. 6. For the purposes of these Terms of Use the following terms have the following meaning:

• “Platform” is the website www.rabotilo.bg, all of its functionalities and the Rabotilo mobile application, considered together.
• “Administrator” is “Poli Ivanova 70” EOOD, EIK 202476417, with registered office at: Sofia, Nadezhda district, Nadezhda I, bl. 145, entr. G, fl. 4, apt. 93, e-mail: rabotilo@proton.me, tel.: +359 877 464 964, which maintains and manages the Platform.
• “Customer” is any natural or legal person who uses the Platform to look for a provider of a certain service.
• “Tradesperson” is a natural person, sole trader or legal entity that offers the performance of services through the Platform.
• “User” is any Customer or Tradesperson who uses the Platform.
• “Service” is the activity that the Tradesperson offers and performs outside the Platform.
• “Request a service” / “Inquiry” is the free contact form of the Platform through which the Customer describes the required service, and the Platform creates the possibility of contact with one or more Tradespeople.
• “Offer” is a proposal for the performance of a Service, prepared solely by a Tradesperson and addressed directly to the Customer according to the Customer’s needs and wishes. The Administrator does not participate in preparing the Offer and is not a party to the subsequent contractual relations between the Customer and the Tradesperson.
• “Profile” is the registration created by a User on the Platform.
• “Credit” is a unit of the prepaid balance made available to the Tradesperson for paying for certain paid functionalities of the Platform. Unless expressly stated otherwise, one Credit has a nominal value equal to EUR 1.
• “Prepaid balance” is the amount available in the Tradesperson’s profile that may be used to pay for paid functionalities of the Platform in accordance with the applicable conditions.
• “Business user” is a Tradesperson who uses the Platform in the course of their commercial or professional activity and falls within the scope of Regulation (EU) 2019/1150.

III. Subject and scope of the service

Art. 7. The Administrator provides an information society service consisting of the provision of an electronic environment for connecting Customers and Tradespeople.

Art. 8. Through the Platform, Customers may submit information about desired services, and Tradespeople may present their services and establish contact with potential Customers.

Art. 9. The Administrator:

• does not perform repair, construction, installation or other services offered by the Tradespeople;
• does not set the prices of those services;
• does not choose a Tradesperson on behalf of the Customer;
• does not negotiate the conditions between the Customer and the Tradesperson;
• does not accept or make payments between Customers and Tradespeople in connection with the specific services.

Art. 10. All conditions regarding the specific service, including price, deadline, manner of performance, materials, guarantees and acceptance of the work, are negotiated solely between the Customer and the Tradesperson.

IV. Registration and use of a profile

Art. 11. Registration may be required for using certain functionalities of the Platform.

Registration is mandatory for Tradespeople who wish to present a profile, offer services and use the functionalities intended for service providers.

Customers may use certain functionalities of the Platform, including sending service requests, both with and without registration, through the contact forms provided by the Platform.

Art. 12. Upon registration or when sending a request without registration, the User undertakes to provide accurate, complete and up-to-date data.

Art. 13. The User is responsible for the actions performed through their profile or through the means of access to the Platform provided by them.

Art. 14. The User may not:

• give third parties access to their profile;
• use another person’s profile;
• provide false information about their identity or the capacity in which they use the Platform.

Art. 15. Customers may send service requests without registration through the public contact form “Request a service” or through another functionality provided by the Platform.

Sending a request constitutes solely a request to establish contact with potential Tradespeople and does not constitute the assignment of a service, acceptance of an Offer or conclusion of a contract.

The Customer independently decides whether to accept a proposal from a Tradesperson and whether to conclude a contract with a Tradesperson chosen by them.

Art. 16. To send a request, the Customer must be at least 18 years old and have the legal capacity required for the relevant legal actions.

The Platform is not intended for persons under 14 years of age. Registrations, requests or messages from persons under that age are not accepted, unless the law provides otherwise.

Art. 17. The User must take reasonable measures to protect their means of access to their profile and must not make them available to third parties.

V. Registration of Tradespeople

Art. 18. Persons who offer services independently and meet the requirements of these Terms of Use may register on the Platform.

To register, the Tradesperson must be at least 18 years old and entitled to carry out the relevant activity under the applicable legislation.

Art. 19. The Tradesperson declares that they:

• carry out their activity independently, at their own expense and at their own risk;
• possess the necessary knowledge, skills and experience for the services they offer;
• where the law requires a qualification, licence, registration, certificate or other document, hold the required documents.

Art. 20. Upon registration, the Tradesperson provides information about their activity, professional field and offered services.

Art. 21. The Administrator may require the presentation of documents certifying the circumstances declared by the Tradesperson.

Art. 22. Verification of submitted documents does not constitute a guarantee by the Administrator of the professional qualities, skills or results of the performed services.

Art. 23. The Administrator may refuse registration or restrict, suspend or terminate a Tradesperson’s access on grounds provided in these Terms of Use or the applicable legislation, including in the case of:

• provision of false data;
• failure to present required documents;
• violation of the law or these Terms of Use;
• actions that may endanger the security or the legitimate interests of the Users;
• repeated violations of these Terms of Use;
• illegal content or content incompatible with the rules for using the Platform.

Where Regulation (EU) 2019/1150 applies to the Tradesperson, restrictions, suspension and termination are carried out in compliance with the requirements of that regulation.

Art. 24. The ordering and display of Tradespeople’s profiles may be based on one or more main parameters, including:

• ratings and reviews from Customers;
• number of completed jobs;
• reliability in accepting and completing requests;
• speed of response;
• correspondence of the offered service with the category and area of the request;
• relevance of the profile to the specific request;
• other objective indicators related to the use of the Platform.

In determining the order of display, primary importance is given to the correspondence of the profile and the offered services with the specific request, as well as the relevance of the area, while ratings, the number of completed requests, activity and profile completeness may additionally be taken into account.

VI. Status of Tradespeople

Art. 25. Tradespeople are independent persons who organise the manner, time and means of carrying out their activity themselves.

Art. 26. A Tradesperson’s use of the Platform does not create an employment relationship, representation, agency or engagement relationship between the Tradesperson and the Administrator.

Art. 27. Tradespeople are not employees, representatives, agents or subcontractors of the Administrator.

VII. Rights and obligations of Tradespeople

Art. 28. The Tradesperson has the right to use the Platform in accordance with these Terms of Use and the conditions applicable at the time for the relevant paid functionalities, including prepaid balance, packages or subscription services, where such are introduced.

Art. 29. The Tradesperson undertakes to:

• provide true, complete and up-to-date information;
• keep their profile up to date;
• carry out their activity in compliance with the applicable legislation and safety rules;
• hold the necessary registrations, permits, licences and certificates;
• issue the documents required by law;
• perform in good faith the obligations undertaken towards Customers.

Art. 30. The Tradesperson bears sole responsibility for:

• the quality and safety of the performed services;
• the materials, technologies and equipment used;
• compliance with the conditions agreed with the Customer;
• the lawful exercise of their activity;
• the relations arising between them and the Customer.

Art. 31. The Tradesperson may not use the Platform for:

• publishing false, misleading or incomplete information;
• offering services in violation of the law;
• infringing rights or legitimate interests of third parties;
• actions that may harm other Users or the Platform.

Art. 32. In the event of a violation of these Terms of Use, the Administrator may, depending on the nature and gravity of the violation, temporarily restrict access to the Tradesperson’s profile, suspend individual functionalities or terminate their registration.

Where the Tradesperson is a business user within the meaning of Regulation (EU) 2019/1150, the measures are applied in compliance with the requirements of that regulation.

Art. 33. The Tradesperson is liable for damage culpably caused to the Administrator as a result of a violation of these Terms of Use or of the applicable legislation.

VIII. Rights and obligations of Customers

Art. 34. The Customer has the right to use the Platform to submit requests and to establish contact with Tradespeople.

Art. 35. The Customer undertakes to:

• provide true, accurate and up-to-date information;
• use the Platform in good faith;
• not publish content that violates the law or rights of third parties;
• not use the Platform for fraud, abuse or circumvention of the law.

Art. 36. The Customer independently chooses which Tradesperson to contact and whether to assign the performance of a specific service.

Art. 37. Before concluding a contract with the Tradesperson, the Customer should assess the conditions proposed by the Tradesperson, including the price, deadline and other parameters of the service.

IX. Prices, credits and payments

Art. 38. Use of the Platform by Customers is free of charge.

Art. 39. The Administrator may provide Tradespeople with paid functionalities of the Platform against a prepaid balance, through credits, packages, subscription plans or other forms of remuneration, in accordance with the conditions in force at the time of requesting the respective service.

Art. 40. Under a prepaid-balance model, the Tradesperson may purchase Credits or top up a Prepaid balance, which is used solely to pay for paid functionalities of the Platform.

The Prepaid balance does not constitute a payment account and may not be used as a means of payment outside the Platform.

Art. 41. The Tradesperson may be charged upon their successful inclusion in a request or upon the use of another paid functionality, in accordance with the applicable prices and conditions.

Viewing available requests may be free of charge, unless expressly stated otherwise.

Art. 42. The price for participation in a specific request or for the use of a paid functionality may vary according to the category of the service and other objective factors.

The current prices and conditions are indicated on the Platform before or upon requesting the respective paid functionality.

Art. 43. The Administrator may provide Tradespeople with free credits, bonuses or a promotional allowance for a certain period and under certain conditions.

Art. 44. Payment for topping up a Prepaid balance may be made through the payment methods available on the Platform, including by card or through another payment operator indicated on the Platform.

Where payment is made through an external payment provider, the Administrator does not store payment card data, except where this is expressly permissible and necessary under the applicable legislation.

Art. 45. For payments made, the Administrator issues the relevant accounting documents in accordance with the applicable legislation.

Where applicable, invoices and credit notes may be provided electronically, including by sending them to the e-mail address indicated by the Tradesperson or through their profile on the Platform.

Art. 46. Upon a refund, where such a refund is due, the Administrator carries out the necessary accounting operations, including issuing a credit note where required by law.

The unused part of the prepaid balance may be refunded to the Tradesperson under the conditions indicated at the time of its purchase and in accordance with the applicable legislation.

Art. 47. Where subscription plans or packages are introduced, the applicable prices, terms, functionalities and termination conditions are indicated in advance on the Platform or in separate conditions for the respective service.

Art. 48. The price and conditions for performing a specific service are negotiated solely between the Customer and the Tradesperson.

The remuneration for the performed service is paid directly by the Customer to the Tradesperson in the manner agreed between them.

The Administrator does not accept, hold or transfer payments between Customers and Tradespeople for the specific services.

X. Publication of content, ratings and reviews

Art. 49. The Platform may enable Customers to publish ratings and comments about their interaction with Tradespeople.

Art. 50. The User is responsible for the content they publish through the Platform.

Art. 51. It is not permitted to publish content that:

• contains false or clearly misleading statements;
• is offensive, threatening or discriminatory;
• infringes the rights of others;
• contains illegal information;
• constitutes advertising or promotion of activities outside the purpose of the Platform.

Art. 52. The Administrator does not carry out prior review of all publications and ratings, but has the right to take action with respect to content which there is reason to believe violates the law or these Terms of Use.

Art. 53. The publication of a rating or review does not mean that the Administrator confirms its accuracy or assumes responsibility for its content.

Ratings and comments express the opinion of their authors.

XI. Reports of illegal content

Art. 54. Any User may submit a report about specific content on the Platform which they consider illegal or incompatible with these Terms of Use.

Art. 55. The reporting mechanism is provided electronically and should be easily accessible and user-friendly.

The report should contain sufficiently specific information to identify the content and the reasons why it is considered illegal.

Art. 56. Upon receiving a report, the Administrator examines it in a timely, diligent and appropriate manner, according to the nature of the alleged violation and the applicable legislation.

Art. 57. Depending on the specific case, the Administrator may:

• remove the content;
• restrict access to it;
• request additional information;
• temporarily restrict a certain functionality;
• restrict or suspend access to a profile;
• terminate a registration where there are grounds for this.

Art. 58. Where applicable, the Administrator notifies the affected User of its decision and of the main reasons for it.

Where the law provides for the possibility of contesting the decision or another means of protection, the User is also informed of the applicable procedure.

The reporting mechanism is applied in compliance with the requirements of Regulation (EU) 2022/2065, insofar as it applies to the respective service.

XII. Liability of the Administrator

Art. 59. The Platform provides the technical means for establishing contact between Customers and Tradespeople.

The Administrator is not a party to the contracts between them.

Art. 60. The Administrator is not liable for the quality, safety and result of the services performed by the Tradespeople, nor for the actions or omissions of the Tradespeople in the performance of their contracts with the Customers.

Art. 61. The Administrator is not liable for:

• non-performance or improper performance of the conditions agreed between a Customer and a Tradesperson;
• the agreed prices, deadlines and guarantees;
• damage caused during or in connection with the performance of the service;
• disputes between Customers and Tradespeople,

except where the Administrator’s liability arises from the law.

Art. 62. The Administrator is not responsible for the content, accuracy and lawfulness of the information published by the Users, including profiles, requests, messages, photos, comments and ratings, except in the cases provided by law.

Art. 63. A Tradesperson’s profile on the Platform does not constitute a recommendation, guarantee or certification by the Administrator of their professional qualities, unless expressly stated otherwise for a specific circumstance.

Art. 64. Document verification carried out by the Administrator is intended solely to establish the existence and, insofar as possible, the validity of the provided information and does not constitute an assessment of the professional skills, experience or quality of the performed services.

Art. 65. The Administrator does not guarantee that:

• every Customer will find a suitable Tradesperson;
• every Tradesperson will receive requests;
• a contract will be concluded between a Customer and a Tradesperson;
• use of the Platform will lead to a specific financial result.

Art. 66. The Administrator makes reasonable efforts to maintain the normal functioning of the Platform, but is not liable for temporary restriction of or inability to use it due to technical reasons, maintenance, malfunctions, force majeure or other circumstances beyond its reasonable control.

Art. 67. No provision of these Terms of Use excludes or limits any liability of the Administrator in cases where such exclusion or limitation is not permitted under the applicable legislation.

XIII. Termination of access and account closure

Art. 68. Any User may at any time stop using the Platform and request the closure of their profile, including through the available functionality on the Platform or via the /account-deletion page.

Art. 69. The Administrator may temporarily restrict or suspend access to the Platform or to individual functionalities in the event of a violation of these Terms of Use or the law, or where there is a risk to the security of the Platform or other Users.

Art. 70. Where the Tradesperson is a business user within the meaning of Regulation (EU) 2019/1150 and the Administrator decides to restrict or suspend the provision of the intermediation services with respect to them, the Administrator provides a statement of reasons for the decision on a durable medium before or at the time the measure takes effect, unless the applicable legislation provides otherwise.

Art. 71. Where the Administrator terminates the provision of all intermediation services to a business user, it notifies the Tradesperson on a durable medium, stating the reasons for the decision, at least 30 days before the termination takes effect, except in the cases provided by the applicable law, including a legal or regulatory obligation, an imperative ground for immediate termination or proven repeated infringement of the Terms of Use.

Art. 72. Upon restriction, suspension or termination of the access of a Tradesperson as a business user, the Administrator provides an opportunity to clarify the facts and circumstances of the case through the applicable internal complaint-handling procedure. Objections may be sent to rabotilo@proton.me and are examined impartially, with a reasoned response.

Art. 73. When terminating a profile, the Administrator may take into account the gravity and repetition of the violation, the consequences for other Users, the security of the Platform and other relevant circumstances.

Art. 74. Termination of a profile does not release the User from obligations that arose before the termination.

XIV. Personal data protection

Art. 75. The Administrator processes Users’ personal data in accordance with Regulation (EU) 2016/679, the Bulgarian Personal Data Protection Act and the applicable legislation.

Art. 76. Detailed information about the processing of personal data, the categories of processed data, the purposes, the legal bases, the retention periods, the recipients of data and the rights of the data subjects is provided in a separate Personal Data Protection Policy published on the Platform.

Art. 77. For the purposes of connecting a Customer and a Tradesperson, the Administrator may provide the parties with the necessary contact details, insofar as this is necessary for establishing contact in connection with the requested service and where there is an applicable legal basis.

Art. 78. The Administrator may use personal data to send service messages related to the use of the Platform, as well as for other purposes stated in the Personal Data Protection Policy.

Marketing communications are sent only where there is an applicable legal basis and in compliance with the right to opt out, where applicable.

Art. 79. The Administrator does not provide personal data to third parties for their own commercial purposes, unless the User has given the relevant consent or the provision is permissible or necessary under the law.

Art. 80. Cookies and similar technologies may be used on the Platform. Detailed information about the technologies used, their purposes and the way to manage consent is provided in the relevant section of the Personal Data Protection Policy and/or in the consent management interface.

XV. Intellectual property

Art. 81. All rights in the software, functionalities, design, structure, graphic elements, trade designations and other elements of the Platform, insofar as they do not belong to third parties, are the property of the Administrator or have been licensed for use by the respective right holders.

Art. 82. The rights in content provided by Users, including photos, texts, ratings and reviews, belong to the respective authors or right holders.

Providing such content through the Platform does not transfer ownership of it to the Administrator.

By providing content through the Platform, the User grants the Administrator a free-of-charge, non-exclusive right to store, reproduce and display the provided content on the Platform and its related publicly accessible pages, to the extent necessary for the operation, presentation and development of the Platform.

The User declares and warrants that they hold the rights necessary for providing and using the content, and that its provision through the Platform does not infringe the rights or legitimate interests of third parties.

Art. 83. Users may use the Platform and its elements solely for the purposes for which it is provided and in compliance with these Terms of Use and the applicable legislation.

Without the relevant legal basis, copying, reproduction, modification, distribution or other use of protected elements of the Platform beyond its ordinary use is not permitted.

XVI. Amendment of the Terms of Use

Art. 84. The Administrator may amend these Terms of Use in the event of changes in legislation, changes in the organisation or manner of functioning of the Platform, the introduction, modification or removal of functionalities, changes in the offered services or for other objective reasons.

Art. 85. Amendments may not have retroactive effect, except where this is permitted by law or the amendment is entirely in favour of the Users.

Art. 86. Where an amendment affects the contractual relations with Tradespeople who are business users within the meaning of Regulation (EU) 2019/1150, the Administrator notifies the respective Tradespeople of the proposed amendments on a durable medium.

The proposed amendments do not enter into force before the expiry of a reasonable and proportionate period, which may not be shorter than 15 days from the notification, except in the cases provided by the Regulation. Where Tradespeople need to make technical or commercial adaptations, the period may be longer.

Art. 87. The business user has the right to terminate their contractual relations with the Administrator before the expiry of the notice period for amendment of the Terms of Use, under the conditions and within the time limits provided by the applicable legislation.

The business user may waive the notice period by a written statement or a clear affirmative action, where this is permissible under Regulation (EU) 2019/1150.

Art. 88. Where a change constitutes solely an editorial or technical correction that does not alter the content or meaning of the Terms of Use, it may be made without applying the notice period applicable to substantive amendments.

XVII. Applicable law and dispute resolution

Art. 89. All matters not regulated in these Terms of Use are governed by the current legislation of the Republic of Bulgaria, insofar as this does not conflict with mandatory provisions of the applicable law.

Art. 90. In the event of a dispute, the parties make good-faith efforts to settle it voluntarily.

Art. 91. The User may address a complaint or a request for voluntary dispute settlement to the Administrator through the contact details indicated in these Terms of Use.

Art. 92. Users who qualify as consumers within the meaning of the applicable legislation may use the procedures for alternative resolution of consumer disputes provided by law.

Information about the competent bodies and the procedures for alternative resolution of consumer disputes is provided through the official information channels of the Bulgarian Commission for Consumer Protection (www.kzp.bg).

Art. 93. Nothing in these Terms of Use limits the User’s right to apply to a competent state authority or court.

Art. 94. If a voluntary resolution is not reached, the dispute is referred to the competent Bulgarian court in accordance with the applicable rules on jurisdiction.

XVIII. Final provisions

Art. 95. If an individual provision of these Terms of Use is found to be invalid, void or unenforceable, this does not affect the validity of the remaining provisions, unless the law provides otherwise.

Art. 96. These Terms of Use govern the relations between the Administrator and the Users in connection with the use of the Platform, insofar as those relations are not regulated by a separate contract, special conditions or another applicable document.

Art. 97. In the event of a conflict between these Terms of Use and a mandatory provision of the applicable legislation, the relevant mandatory provision applies.

Art. 98. These Terms of Use enter into force on 2 September 2026.