Terms for Clients

1. Preamble and parties

These Terms govern the use of the ZenBookr platform by Clients (natural persons acting for purposes outside any business, commercial, craft or professional activity they may exercise — qualifying as «consumers» under art. 3 of the Italian Consumer Code).

The platform is operated by Marco D'Arminio, natural person (sole individual), having its registered office at Vico Malvina 9, 70042 Mola di Bari (BA), Italy (also «ZenBookr», «we», «our»).

By using the platform (zenbookr.app, book.zenbookr.app marketplace, iOS/Android mobile apps) as a Client, you confirm you have read, understood and accepted these Terms, the Privacy Policy and Cookie Policy.

2. Definitions

• Platform: zenbookr.app, book.zenbookr.app, mobile apps, related features
• Marketplace: the book.zenbookr.app section where you can search professionals and book wellness services
• Client / Consumer: you, a natural person of legal age using the Platform to book services for personal (non-commercial) purposes
• Professional: the operator (hairdresser, beautician, spa, personal trainer, etc.) registered with ZenBookr offering Services through the Platform
• Service Rendered: the actual service (haircut, massage, treatment, training, etc.) performed by the Professional for the Client
• Booking: the act by which the Client agrees with the Professional on the provision of a Service

3. ZenBookr's role and marketplace nature

ZenBookr is a digital intermediary: it provides a technology platform that connects Clients and Professionals, facilitating search, booking and management of appointments for wellness services.

ZenBookr does not provide, resell or claim as its own the Services offered by Professionals. The contract regarding the Service is concluded exclusively between you (Client) and the Professional; ZenBookr is not party to such contract.

ZenBookr does not guarantee quality, timeliness, conformity or any other aspect of Services rendered by the Professional. For any matter related to the Service (e.g. result, delay, disputes), you must address the Professional directly.

The Professional is solely responsible for:

• actual provision of the booked service
• professional quality and safety of the service
• compliance with applicable hygiene/health regulations
• issuing tax receipts to the Client
• own civil liability (any professional liability insurance)
• own tax and social security obligations

4. Geographic scope of the service

The Platform is designed to be used primarily by Clients residing in Italy, Germany, Austria, Switzerland and other EU countries.

Users residing in non-EU countries may access the Platform, but acknowledge that the service is offered primarily for the European market, that local regulations may not be fully incorporated, and that their use is at their own risk.

5. Requirements and registration

5.1 Requirements

To use the Platform as a Client you must:

• be at least 16 years old (minors require consent of the holder of parental responsibility, Art. 8 GDPR)
• provide truthful and updated identification and contact data
• have capacity to validly enter into contracts under the law of your country of residence

5.2 Account

You may book services either with an account (creating a profile that saves history, contacts, preferences) or in guest mode (one-off booking, providing only the strictly necessary data).

If you create an account, you are responsible for the confidentiality of your credentials and all activities carried out via your account. Immediately notify security@zenbookr.app of any unauthorized use.

6. Bookings

6.1 Process

1. Search for a Professional in the Marketplace (by category, area, service)
2. Select the Service, available time slot and optional operator
3. Enter contact details and any notes
4. Confirm and (where required by the Professional) pay via Stripe

You will receive an email confirmation with booking details. The booking is finalized upon the Platform's email confirmation.

6.2 Service price

The Service price is the one indicated by the Professional at booking time. Any subsequent variations (e.g. surcharges for additional services not foreseen, travel costs for mobile services) will be communicated by the Professional at the time of delivery and will not be applied automatically without your consent.

6.3 Payment

Payment may occur (at the Professional's discretion):

• Online at booking time, via Stripe (credit/debit card, SEPA, other supported methods)
• Directly to the Professional at service time (cash, POS or other methods)
• Mixed: online deposit + on-site balance

For online payments: ZenBookr does not receive or hold funds owed to or by you. Payment transits via Stripe and goes directly to the Professional. ZenBookr does not issue tax receipts for the Service: the Professional does, as service provider.

6bis. At-Home Services

6bis.1 What it is

Some Professionals offer Services at the location indicated by you (your home, hotel, office or other). The option is clearly marked at booking time, with any cost surcharge (mobile service fee) and travel times affecting availability.

6bis.2 Your address: how it is processed

When you book an At-Home Service, you must provide a precise address (street, number, building/staircase, doorbell, access notes). This address is shared with the Professional performing the Service, who acts as independent Data Controller.

• Legal basis: performance of the service contract (Art. 6.1.b GDPR);
• Retention: for the time needed for performance and related tax obligations of the Professional;
• Security: the Professional is contractually bound (Terms for Professionals, Art. 6bis.3) to use the address only for the Service and not to disclose it to non-essential third parties.

To exercise your GDPR rights on the address (erasure, rectification, objection), contact the Professional directly, who is the Controller. For processing performed by ZenBookr as a platform, refer to the Privacy Policy.

6bis.3 Your safety

• Professionals declare, by accepting the Terms for Professionals, to hold adequate professional liability insurance covering services rendered at-home. You may request a copy directly from the Professional before the appointment.
• ZenBookr does not physically verify the identity of the individual operator beyond basic checks (KYC via Stripe Connect) and any «Verified» badge displayed on the Professional's profile.
• For the first booking with a Professional, we recommend reading reviews, checking the «Verified» badge and, if in doubt, requesting a brief preliminary call (phone or video).
• You may report inappropriate or suspicious behaviour to trust@zenbookr.app.

6bis.4 Your obligations

By booking an At-Home Service, you undertake to:

• provide an accurate and accessible address;
• ensure safe and dignified conditions during the Service (adequate space, lighting, hygiene of the environment);
• not subject the Professional to inappropriate, illegal or unagreed requests beyond what was booked;
• be present at the booked time (or cancel with the required notice);
• not record or photograph the Professional without their consent.

6bis.5 At-home cancellations and travel costs

Given non-recoverable travel costs, Professionals may apply stricter cancellation policies for At-Home Services (e.g. full penalty if you cancel less than 12 hours before the appointment, full travel surcharge if no-show).

Such policies, which will be clearly communicated at booking time, do not limit your consumer right of withdrawal (Arts. 52-59 Italian Consumer Code), except for services already performed at your express request (Art. 59 Consumer Code, see Section 7.2).

6bis.6 Liability in case of incidents

Any damage to property or persons occurring during the performance of the At-Home Service is the sole responsibility of the Professional (covered by their professional liability insurance).

ZenBookr shall not be liable in any way for such events, under Section 11 (Limitation of liability). For any claim relating to the Service and damages caused, you should contact the Professional directly and/or their insurance company.

7. Consumer right of withdrawal

7.1 General rule

Under articles 52-59 of the Italian Consumer Code (as amended by D.Lgs. 21/2014 and D.Lgs. 209/2025), as a consumer you have the right to withdraw free of charge within 14 days from contract conclusion at a distance, without providing reasons.

7.2 Exceptions for wellness services

Practical examples:

• Withdrawal possible: booking made today for a service 14 days from now → you can withdraw within 14 days of booking, before the service starts
• Withdrawal possible: a package of treatments not yet used → you can withdraw within 14 days
• Withdrawal NOT applicable: you got the haircut yesterday → contract concluded, no withdrawal right
• Partial withdrawal: 10-treatment package, you used 3 → you can withdraw obtaining proportional refund, subject to package exceptions

7.3 How to exercise withdrawal

To withdraw, you can:

• use the in-app cancellation function in «My bookings» section (introduced per D.Lgs. 209/2025 on digital withdrawal)
• contact the Professional directly
• write to support@zenbookr.app
• fill out the standard withdrawal form (Annex I, Part B of the Consumer Code)

Refund will be made by the Professional (not by ZenBookr) within 14 days of receiving the withdrawal communication, using the same payment method as originally used, unless otherwise agreed.

8. Cancellations, no-shows and Professional policies

In addition to the consumer right of withdrawal (Section 7), each Professional may apply their own cancellation and no-show policy, clearly indicated on the booking page.

Typical examples:

• Free cancellation up to X hours before the appointment (e.g. 24h)
• Cancellation with 50% penalty if within Y hours (e.g. 12h)
• No-show: total loss of any deposit

These policies supplement, but do not replace, the consumer right of withdrawal. ZenBookr does not intervene in the application of such policies: any issue must be discussed directly with the Professional.

9. Client reviews and content

9.1 Rules for reviews

Reviews must be:

• truthful and based on direct experience
• respectful, not offensive, defamatory or discriminatory
• not containing personal data of third parties
• not promoting competing products or services
• not containing obscene language or hate speech
• personally written (no paid reviews, no bots)

9.2 Right of removal

ZenBookr reserves the right to remove, at its discretion, reviews that violate the above rules or that are manifestly false. We will notify you of removal and reasons.

The Professional may respond publicly to reviews, respecting the same principles.

9.3 License to ZenBookr

By posting a review, you grant ZenBookr a free, non-exclusive, worldwide, revocable license to host, display, and (in anonymized form) use it for service improvement purposes. You retain content ownership.

9bis. Platform transparency (Digital Services Act)

Pursuant to Regulation (EU) 2022/2065 («DSA»), ZenBookr qualifies as an online platform (Art. 3(i) DSA) and complies with Arts. 11-18 DSA. As a micro/small enterprise, ZenBookr benefits from the exemptions under Arts. 19 and 29 DSA for the more burdensome obligations.

9bis.1 Reporting illegal content (Notice & Action, Art. 16 DSA)

If you consider that content on the Platform (e.g. a Professional's description, a review, a photo) is illegal or infringes your rights, you can notify us by writing to trust@zenbookr.app with subject «Notice and Action DSA», indicating: reasons, content URL, your contact details (except where the law provides otherwise) and a good-faith statement. We will examine the notice in a timely, diligent, non-arbitrary and objective manner, communicating the outcome.

9bis.2 Statement of Reasons (Art. 17 DSA)

If we apply restrictions to your account or to content you have published (e.g. review removal, account suspension), you will receive an email with a clear statement of reasons: type of decision, facts, legal/contractual basis, any use of automated tools and available redress.

9bis.3 Complaints

You may file an internal complaint by writing to trust@zenbookr.app with subject «DSA Complaint». Your right to address the Digital Services Coordinator of your Member State (AGCOM in Italy) under Art. 53 DSA, as well as the EU ODR platform (see Section 14.2), remains unaffected.

For more information see the page DSA Compliance.

10. Privacy

Processing of your personal data by ZenBookr is governed by the Privacy Policy and Cookie Policy.

When you book a Service, your booking data (name, contact, chosen service) is shared with the Professional, who becomes Data Controller for execution of the Service. To exercise GDPR rights toward the Professional, contact them directly.

11. ZenBookr's limitation of liability

Within the limits permitted by applicable law, ZenBookr is solely responsible for:

• correct technical operation of the Platform (compatible with the best-effort nature of internet services)
• security of your personal data (under GDPR)
• correctness of information we publish directly (e.g. FAQ, category descriptions)

ZenBookr is NOT responsible for:

• quality, conformity, safety, timeliness of Services rendered by Professionals
• truthfulness of descriptions, photos, price lists, reviews uploaded by Professionals or other Clients
• material, physical, psychological or other damages arising from the Service
• economic losses arising from inability to access the Platform due to exceptional technical causes
• disputes between Client and Professional (see also Section 14)

No clause of these Terms excludes or limits ZenBookr's liability where this is not permitted by mandatory law (e.g. willful misconduct, gross negligence, GDPR Art. 82 breaches).

12. Permitted use and Client behavior

As a Client, you undertake to:

• provide truthful information during registration and bookings
• show up to bookings (or cancel with required notice)
• pay what is due according to agreed methods
• respect the Professional, their staff and other clients
• follow Professional's operational instructions (e.g. arrive on time, minimum hygiene)
• not use the Platform for unlawful purposes

You may NOT:

• create fake accounts or impersonate others
• make fictitious bookings without intent to honor them (abusive no-shows)
• upload unlawful, false, offensive content
• attempt to access other users' data
• use bots, scrapers or other automated means
• circumvent security measures

ZenBookr reserves the right to suspend or cancel accounts violating these Terms, subject to any other legal action to protect its rights and those of third parties (e.g. Professionals damaged by serial no-shows).

13. Changes to the Platform and Terms

ZenBookr reserves the right to modify, temporarily suspend or permanently discontinue, in whole or in part, Platform features for technical, security, commercial or regulatory reasons.

These Terms may be modified to reflect regulatory or service changes. Material changes will be communicated with at least 30 days' notice, via email (if you have an account) and via Platform notice.

For minor changes (form corrections, clarifications) the «Last updated» date at the top of this page will be updated.

Continued use of the Platform after a change takes effect constitutes acceptance. In case of disagreement, you may stop using the Platform and cancel your account.

14. Dispute resolution

14.1 Amicable settlement attempt

For any dispute arising from use of the Platform, we invite you to contact us first at support@zenbookr.app: we will try to resolve the issue amicably within reasonable time.

For disputes with the Professional regarding the Service, we invite you to contact the Professional directly. If the dispute is not resolved, you may evaluate the alternative tools below.

14.2 EU ODR platform

The European Commission provides an Online Dispute Resolution (ODR) platform for disputes regarding online purchases between consumers and professionals:

https://ec.europa.eu/consumers/odr/

14.3 Governing law and jurisdiction

These Terms are governed by Italian law.

For any dispute with ZenBookr where you are a consumer, mandatory consumer protection rules continue to apply. Pursuant to art. 66-bis Italian Consumer Code, the competent court is that of the consumer's place of residence or domicile, if in Italy. For consumers in other EU States, Regulation (EU) 1215/2012 (Brussels I bis) applies: the consumer may sue in their own EU Member State.

For disputes between Client and Professional (outside the Platform), the competent court is that provided by the law applicable to the directly concluded service contract.

15. Account and cancellation

You may cancel your account at any time from the «Settings» section of your profile or by writing to support@zenbookr.app.

Upon cancellation, your personal data will be processed as indicated in the Privacy Policy: identifying data deleted within 30 days, subject to legal retention requirements.

ZenBookr may cancel or suspend your account in case of:

• serious violations of these Terms (Section 12)
• fraud or attempted fraud
• behaviors endangering Platform or other users' security
• legal obligations

16. Miscellaneous

16.1 Communications

Communications between you and ZenBookr occur via email to the address associated with your account (or the email provided during guest booking), and to support@zenbookr.app for ZenBookr.

16.2 Severability

If one or more clauses are deemed null or invalid, the remaining clauses will remain valid and effective.

16.3 Prevailing language

These Terms are published also in Italian and German. In case of discrepancy, the Italian version prevails for Italian consumers; for consumers in other EU countries, the version in the consumer's country language prevails if available.

17. Contacts