Terms of service

1. Who We Are and What These Terms Cover

1.1. The website zipo.bg, including its mobile web application and installable progressive web application (together, the "Platform"), is owned and operated by:

КОРКЛАУД ИНЖЕНЕРИНГ ЕООД (in English: CORECLOUD ENGENEERING LLC), a limited liability company registered in the Commercial Register of the Republic of Bulgaria under UIC (ЕИК) 206933948, with registered address at: Bulgaria, Plovdiv (4003), Severen district, 36 Brezovska Str., fl. 4 (the "Operator", "we", "us", "our").

Contact: info@zipo.bg · +359 878 177 134. This email address also serves as our single point of contact for users and authorities within the meaning of Articles 11 and 12 of Regulation (EU) 2022/2065 (the Digital Services Act, "DSA"). Communication may be conducted in Bulgarian or English.

1.2. These Terms of Service (the "Terms") form a legally binding agreement between the Operator and every person who accesses or uses the Platform (a "User"). By registering an account, or by browsing the public areas of the Platform, you confirm that you have read, understood, and accepted these Terms. If you do not agree, do not use the Platform.

1.3. Two categories of registered Users exist:

• a "Client" — a person seeking services, who may publish service requests, browse Provider listings, and contact Providers; and
• a "Provider" — a tradesperson, professional, or business that publishes advertising content (a profile, service listings, reference prices, portfolio images) and may obtain the contact details of Clients who have published matching requests.

The same natural person may hold one Client account and one Provider account.

1.4. The processing of personal data in connection with the Platform is governed by our Privacy Policy, available at zipo.bg/en/legal/privacy, which forms part of the documentation you accept when using the Platform. Where these Terms mention data retention or deletion, the Privacy Policy contains the authoritative detail.

1.5. These Terms may be published in Bulgarian, English, and Russian. In the event of any discrepancy between language versions, the Bulgarian version prevails.

2. Nature of the Service — Advertising Directory Only

This clause defines the entire legal character of the Platform. Every other clause is read in its light.

2.1. The Platform operates exclusively as an advertising and listing directory. It allows Providers to advertise their services and Clients to publish requests describing services they are looking for, and it allows the two sides to find each other's contact information and to communicate.

2.2. The Platform does not facilitate, intermediate, conclude, record, monitor, observe, track, or guarantee the conclusion, performance, quality, scheduling, or payment of any service contract between Users. The Platform provides no booking, ordering, scheduling, quoting, invoicing, escrow, payment, or job-tracking functionality of any kind, and none will be introduced.

2.3. The final event the Platform records about any Client–Provider pairing is the moment contact information is obtained or contact is initiated. Everything that may or may not happen afterwards — negotiation, agreement, performance, payment, or nothing at all — occurs strictly offline, entirely outside the Platform's systems and purview. The Operator has no knowledge of, and assumes no responsibility for, whether any engagement between Users occurs.

2.4. The Operator is not a party to, agent for, broker of, or guarantor of any agreement between Users. No agency, partnership, employment, temporary-work, or intermediation relationship of any kind is created between the Operator and any User, or between Users through the Platform.

2.5. Nothing on the Platform — including the display of a Provider in search results, in a Client's match list, or in notifications — constitutes a recommendation, endorsement, or vetting of that Provider's competence, workmanship, licensing, or reliability by the Operator.

3. Free Service and Future Fees

3.1. The Platform is currently provided free of charge to all Users — Clients and Providers alike. There are no credits, subscriptions, commissions, or paid features.

3.2. The Operator may introduce paid features for Providers in the future, with prior notice of at least 30 days delivered in-app and by push notification. Any such fees:

• will relate exclusively to advertising placement and to access to Client contact information;
• will be fixed independently of any engagement between Users; and
• will never be contingent on, related to, or calculated from any service contract between Users, its conclusion, or its value.

3.3. Any future paid feature will constitute a transaction between the Provider and the Operator only (with regular VAT invoicing), never a transaction between Users, and never a commission or a share of any amount agreed between Users.

3.4. Contact initiated by a Client toward a Provider (calls, Viber messages, in-app inquiries in response to a Provider's advertisement) is and will remain free of charge for both sides.

4. No Guarantee, No Insurance, No Mediation

4.1. The Operator provides no warranty, insurance, money-back guarantee, remediation, or compensation of any kind regarding services advertised by Providers or requested by Clients, including their existence, legality, quality, safety, timeliness, price, or completion.

4.2. The Operator does not mediate, arbitrate, or otherwise involve itself in disputes between Users concerning services, workmanship, payment, damages, or any other aspect of their offline relationship. Users resolve such disputes directly between themselves and, where appropriate, through the competent authorities and courts.

4.3. Clients are solely responsible for evaluating Providers before engaging them, including verifying — where relevant — professional licenses, trade registrations, insurance, and qualifications. Providers are solely responsible for evaluating requests and Clients before responding to them.

5. Eligibility and Accounts

5.1. The Platform is available only to persons who are at least 18 years old and have full legal capacity. By registering, you confirm you meet this requirement. Providers registering as a business confirm they are duly authorized to represent that business.

5.2. Registration and login. Clients may register with a mobile phone number (verified by SMS one-time code) or with an email address (verified by a one-time code or verification link). Providers register with a mobile phone number; a verified email may be added afterwards. An account must at all times retain at least one verified login credential. You are responsible for maintaining control of your phone number, email inbox, and devices; actions performed through your authenticated session are attributed to you.

5.3. Accuracy. You must provide accurate, current information and keep it updated. Provider-published business details (legal name, UIC/ЕИК, business address) are the Provider's own advertising statements: the Operator validates them only to a formal level (e.g., checksum validity of a UIC) and does not attest to their accuracy. Publishing false business identification data is a violation of these Terms.

5.4. One account per role. Each phone number or email address may be associated with at most one Client account and one Provider account. Creating multiple accounts to evade limits, bans, or verification checks is prohibited.

5.5. Dormant number reclamation. Bulgarian mobile operators recycle inactive phone numbers. If a phone number verified on the Platform is presented by a new holder and the existing account associated with it has had no session activity for 12 or more months, the number may be automatically severed from the dormant account and made available to the new holder. The dormant account itself — including its history, verification status, and reviews — is preserved and remains recoverable: through a verified email on file (self-service, indefinitely), or through support with proof of identity. Where a verified email is on file, we send an advance notice at 11 months of dormancy and an objection notice with a 7-day window before severance. Reclamation never applies to accounts with activity within the preceding 12 months.

5.6. Account deletion. You may delete your account at any time from the settings screen; deletion requires fresh re-authentication by one-time code. The consequences of deletion for your data are described in the Privacy Policy.

6. Provider Identity Verification

6.1. Providers must complete identity verification before receiving access to Client contact information. Verification is performed by human review of a government-issued identity document and a self-photograph submitted through the Platform. Document and selfie images are stored in a restricted environment and permanently deleted within 30 days of the verification decision; a hashed identifier may be retained to detect re-use of the same identity document across accounts (including for enforcement of bans).

6.2. Verification confirms identity only. The verification badge means solely that the Provider's identity was checked against a government-issued document at the time of verification. It is not — and must never be represented by any User as — a confirmation of the Provider's qualifications, licensing, insurance, workmanship, trustworthiness, or business standing.

6.3. Verification may be refused or revoked where the submitted documents are illegible, inconsistent, suspected of forgery, or associated with a banned identity. A refusal states the reason and, where possible, offers a resubmission path.

7. How the Platform Works — Requests, Listings, Contact

7.1. Client requests. A Client describes a problem (by typing or by voice note), confirms the structured draft the Platform prepares from it, selects a service category and locality scope, optionally attaches up to three images, and publishes the request. Assistive language understanding and translation are provided as a convenience: the Client reviews and owns the final published text. A request is visible, in anonymized form, to Providers whose declared service types and locality coverage match it.

7.2. Request lifecycle. Requests expire automatically after a period that varies by service category, and may be renewed once notified of upcoming expiry. A Client may at any time stop receiving contact on a request ("Спри съобщенията"); this archives the request without any statement about its outcome. The Platform never asks whether, how, or by whom a request was resolved.

7.3. Contact reveal ("Get Contact"). A verified Provider viewing a matching request may reveal the Client's registered phone number. Reveals are free at launch. Each reveal is recorded (timestamp and pairing only) and is subject to fair-use limits (currently 10 reveals per day and 40 per week per Provider, configurable), tighter default limits for very broad coverage or category configurations, and anomaly detection. Once revealed, a contact remains visible to that Provider. Contact information a Client voluntarily types into a request description is the Client's own published content and is visible with the request; the Client's registered phone number is disclosed only through the reveal mechanism.

7.4. Client-initiated contact. A Client may contact Providers directly — by calling or messaging a Provider's published public number, or by in-app chat from a match list or the public Provider catalog. Client-initiated chat does not disclose the Client's phone number to the Provider; chat identity is a display name. Client-initiated thread creation is subject to anti-abuse limits (currently up to 5 Providers per request in a single send action, and a daily budget of send actions with cooldowns and CAPTCHA beyond the first three; replying within existing conversations is never limited).

7.5. Viber and telephone handoff. Buttons that open Viber or the phone dialer are client-side links to third-party services operated by their respective providers under their own terms. Nothing communicated over Viber, telephone, SMS, or any channel outside the Platform's internal chat transits or is visible to the Operator.

7.6. Reference prices are not offers. Hourly rates and per-service prices published by Providers are non-binding, indicative advertising ("Estimated price. Final pricing negotiated offline."). They do not constitute offers capable of acceptance through the Platform, and the Platform provides no mechanism to accept, order, or book anything. Any actual price is agreed between the Users directly, offline.

7.7. Shareable request links. A Client may generate a public link to their own request. Anyone holding the link can view the request's anonymized content — including any contact details the Client wrote into the description — until the link is revoked or the request expires. Sharing is at the Client's sole discretion and responsibility; the Client's registered phone number is never displayed on the shared page. Providers arriving via a shared link obtain contact only through the normal reveal mechanism.

7.8. No transactional affordances. The Platform intentionally contains no "hire", "book", "accept", "order", or "mark as done" function, no calendars, no quotes, and no payment instruments between Users, and Users may not simulate such functions through the Platform or represent to anyone that the Platform provides them.

8. Internal Chat

8.1. Chat conversations exist only between a Client and a Provider, and only where (a) the Provider has revealed the Client's contact, or (b) the Client initiated contact from a match list or the catalog. Unsolicited messaging of arbitrary accounts is not possible and not permitted.

8.2. Messages may contain text (up to 5,000 characters) and images (one per message, up to 20 images per participant per conversation per day). Location metadata (EXIF, including GPS) is stripped from images on upload. Images are visible only to conversation participants.

8.3. Your conversations are private and unanalyzed. The Operator does not read, parse, classify, or run any linguistic or computer-vision analysis on chat content, for any purpose, with two narrow exceptions: (a) automated hash-based matching of uploaded images against databases of known illegal material (e.g., child sexual abuse material), which compares digital fingerprints and reads nothing about an image's meaning; and (b) human review of a specific conversation that a participant has reported for abuse (Section 11). Anything Users say to each other in chat — including any prices, dates, or arrangements they may discuss — is their own private communication, invisible to and unmonitored by the Operator.

8.4. Chat messages and their images are retained for 6 months and then permanently deleted.

8.5. Notifications about new messages (push or email) identify the sender and the conversation but never include message content or images.

8.6. Chat may not be used for harassment, spam, mass marketing, threats, sexual content, or any purpose prohibited by Section 10.

9. Reviews

9.1. Registered Clients may, entirely on their own initiative, publish a structured opinion on a Provider's public profile, consisting of a recommendation ("Препоръчвам" / "Не препоръчвам") and optional attribute tags selected from a fixed, platform-worded catalog. Free-text reviews are not supported. One review per Client per Provider, updatable at any time.

9.2. Reviews constitute unverified opinions of registered Users. They are not confirmation by the Platform that any service was rendered, and the Platform does not and cannot verify that any interaction between the reviewer and the Provider took place. A corresponding notice is displayed alongside all reviews.

9.3. The Platform never solicits, prompts, or rewards reviews. Reviews are subject to anti-abuse limits (currently a maximum of 3 reviews per Client per week and a cooldown for newly created accounts) and to automated detection of coordinated manipulation. Buying, selling, exchanging, or coordinating reviews, and reviewing yourself, your own business, or a competitor's business for advantage, are prohibited.

9.4. Providers may report reviews they believe violate these Terms through the reporting mechanism (Section 11). The Operator may remove reviews that violate these Terms but does not adjudicate the underlying factual accuracy of any opinion.

10. Acceptable Use and Prohibited Content

10.1. You may use the Platform only for its intended purpose: advertising services, seeking services, and making contact. You must comply with all applicable law, including — for Providers — any registration, licensing, tax, invoicing, consumer-protection, and professional obligations that apply to the services you advertise and perform. Compliance with such obligations is solely your responsibility.

10.2. Prohibited content. The following may not be requested, offered, advertised, described, or solicited anywhere on the Platform (in requests, profiles, service listings, images, captions, reviews, or messages):

1. sexual services;
2. narcotics and controlled substances;
3. weapons and ammunition;
4. forged documents, license plates, or credentials;
5. unauthorized access to computer systems or accounts;
6. handling of stolen goods;
7. unlicensed medical or pharmaceutical services;
8. violence or intimidation for hire;
9. covert surveillance or tracking of individuals; and
10. any other activity prohibited under Bulgarian law or directly applicable EU law.

10.3. Prohibited conduct. In addition, you must not:

• scrape, harvest, crawl, or bulk-collect contact information or any other content from the Platform, whether manually, by automation, or through multiple accounts;
• access the Platform by automated means (bots, scripts, headless clients) except for ordinary search-engine indexing of public pages;
• circumvent, probe, or overload rate limits, reveal limits, verification, or any technical protection measure;
• create accounts using another person's identity or documents, or transfer, sell, or share accounts or reveal capacity;
• use contact information obtained through the Platform for any purpose other than communication regarding the specific service context in which it was obtained — in particular, not for marketing lists, resale, or unrelated solicitation;
• impersonate any person or business, or misrepresent your affiliation, qualifications, or the meaning of any Platform badge;
• post content that is defamatory, harassing, threatening, discriminatory, or that infringes third-party rights (including using portfolio photographs of work that is not yours);
• upload malware or content designed to interfere with the Platform or its Users;
• publish other people's personal data without lawful basis;
• attempt to manipulate rankings, reviews, or matching through coordinated or deceptive behavior.

10.4. Requests and Provider advertising text pass an automated filter that matches submitted text against the prohibited-content categories in clause 10.2 before publication. This is an automated pattern-matching measure taken in good faith. The Platform does not editorially review, evaluate, or approve any User content, and the publication of content means only that the automated filter found no match — it is never an endorsement, verification, or confirmation of legality, accuracy, or quality.

11. Content Moderation, Reports, Statements of Reasons, and Appeals

11.1. Hosting role. With respect to content published by Users (requests, profiles, listings, images, reviews, messages), the Operator acts as a hosting service provider within the meaning of the DSA. The Operator has no general obligation to monitor content and does not do so beyond the specific automated measures described in these Terms.

11.2. Reporting (notice and action). Every piece of User content carries a report control, and reports may also be sent to info@zipo.bg. Notices should identify the content, its location, and the reason it is considered illegal or in violation of these Terms. We process notices diligently and without undue delay.

11.3. Restriction decisions. Where the automated filter or a human review results in content being blocked, withheld, or removed, or in an account being restricted, the affected User receives a statement of reasons identifying: the clause of these Terms or the legal ground the content or conduct was found to match; whether the decision was made by automated means; and how to contest it.

11.4. Appeals. Every restriction decision can be contested free of charge through the in-product appeal path or by writing to info@zipo.bg within 6 months of the decision. Appeals are reviewed by a human. Content held for review pending a human decision is processed within a short, defined service window. Users additionally retain the right to seek out-of-court dispute settlement and judicial redress as provided by law.

11.5. Enforcement measures. Depending on severity and recurrence, the Operator may: withhold or remove content; restrict features (e.g., messaging, reveals, review posting); apply tighter limits; temporarily suspend an account; or permanently ban an account. Manifestly illegal content and serious abuse (e.g., fraud, identity misuse, harvesting) may result in immediate permanent ban without prior warning. Bans attach to the account and, where identity verification exists, to the verified identity — not to a phone number — and re-registration to evade a ban is itself a violation. Where required by law, illegal content and associated data may be reported and disclosed to competent authorities.

11.6. Repeated submission of manifestly unfounded reports or appeals may result in the suspension of the reporting/appeal facility for the User concerned, after prior warning.

11.7. A banned Provider's public pages are unpublished, and the Provider's gallery content is deleted, promptly after the ban.

12. What the Operator Never Collects or Does

For clarity, and as a design commitment reflected throughout these Terms:

• the Platform maintains no record of whether any job was performed, accepted, booked, completed, or paid, and no function exists for a User to tell it so;
• the Platform never asks Users about the outcome of any contact ("Did you hire them?", satisfaction surveys tied to a request, and the like do not exist);
• the Platform performs no analysis of chat content (clause 8.3) and attaches no price, budget, or transaction fields to requests;
• the Platform computes no commissions, no job values, and no transaction statistics, and its analytics end at the moment of contact initiation;
• support staff will not record, and Users should not submit, information about the outcome of offline engagements; such information, if volunteered, has no effect on any Platform process.

13. License to User Content; Intellectual Property

13.1. You retain all rights in the content you publish (request texts, images, profile content, portfolio photographs, reviews). You grant the Operator a non-exclusive, worldwide, royalty-free license to host, store, reproduce, adapt (for technical display purposes, including thumbnails and translations you confirm), publish, and distribute that content solely to operate, display, promote, and improve the Platform, for as long as the content remains on the Platform plus the retention periods described in the Privacy Policy. Public Provider profiles and public request pages may be indexed by search engines and unfurled by messaging applications; shared request links are excluded from search indexing by technical means.

13.2. You warrant that you hold the rights necessary to publish your content and that it does not infringe third-party rights. Portfolio images must depict your own work.

13.3. The Platform, its software, design, databases, trademarks, and the "zipo" name and logo are the property of the Operator or its licensors. Except for the limited right to use the Platform per these Terms, no rights are granted. Extraction or re-utilization of substantial parts of the Platform's databases (including the Provider catalog and request listings) is prohibited under Directive 96/9/EC and the Bulgarian Copyright and Related Rights Act.

13.4. Chat content belongs to its participants. The Operator claims no license to use chat content for any purpose beyond transmitting and storing it for the participants for the retention period, and handling specific abuse reports.

14. Availability, Changes to the Platform

14.1. The Platform is provided "as is" and "as available". We aim for high availability but do not guarantee uninterrupted or error-free operation, and we may suspend the Platform in whole or in part for maintenance, security, or legal reasons.

14.2. We may modify, add, or discontinue features at any time. Where a change materially reduces the functionality available to registered Users, we will give reasonable prior notice in-app. Assistive features (e.g., voice transcription, language understanding, translation) are conveniences that may degrade to manual alternatives at any time.

14.3. Notification delivery (push, SMS, email) depends on third-party networks and device settings and is not guaranteed. SMS notifications are subject to volume caps.

15. Liability

15.1. Nothing in these Terms excludes or limits the Operator's liability for damage caused intentionally or by gross negligence, for death or personal injury caused by its fault, or for any liability that cannot be excluded or limited under mandatory provisions of Bulgarian law, including mandatory consumer-protection rules. Nothing in these Terms limits the statutory rights of Users acting as consumers.

15.2. Subject to clause 15.1, the Operator is not liable for:

• the actions, omissions, content, statements, qualifications, licensing status, or performance of any User, including any damage arising from an engagement between Users concluded or performed offline;
• the accuracy of Provider-published information, including reference prices, business details, and portfolio content, or of Client-published request descriptions;
• reviews and opinions published by Users;
• the conduct of third-party services reached from the Platform (telephone networks, Viber, email providers, map or search services);
• losses caused by a User's own breach of these Terms, loss of credentials, or sharing of content or links (including shareable request links) with third parties;
• indirect or consequential losses, loss of profit, loss of business, or loss of data, to the extent permitted by law.

15.3. Subject to clause 15.1, and given that the Platform is currently provided free of charge, the Operator's total aggregate liability toward a User for all claims arising in any 12-month period is limited to the greater of (a) the total fees actually paid by that User to the Operator in that period, and (b) EUR 100.

15.4. Users acting in a professional or commercial capacity (in particular Providers) shall compensate the Operator for damages, sanctions, and reasonable costs (including legal fees) incurred by the Operator as a direct result of that User's unlawful content or material breach of these Terms, except to the extent the Operator contributed to the damage. For Users acting as consumers, statutory liability rules apply instead of any contractual indemnity.

16. Term, Suspension, and Termination

16.1. These Terms apply from your first use of the Platform and remain in force until your account is deleted or banned and you cease using the Platform.

16.2. You may terminate at any time by deleting your account (clause 5.6). The Operator may terminate or suspend accounts as described in Section 11, or with 30 days' notice where the Platform (or a User's access model) is discontinued.

16.3. Clauses which by their nature survive termination — including Sections 2, 4, 12, 13, 15, 17 and 18 — continue to apply.

17. Changes to These Terms

17.1. We may amend these Terms for legal, regulatory, security, technical, or product reasons. Material changes will be announced at least 15 days before they take effect, in-app and (where available) by notification, together with the new text and effective date. Changes required by law or urgent security needs may take effect sooner.

17.2. If you do not accept an amendment, your remedy is to stop using the Platform and delete your account before the effective date. Continued use after the effective date constitutes acceptance.

17.3. The current and previous versions of these Terms are available at zipo.bg/en/legal/terms.

18. Governing Law, Disputes, Consumer Rights

18.1. These Terms are governed by the law of the Republic of Bulgaria. For Users acting as consumers, this choice of law does not deprive them of the protection of mandatory provisions of the law of their country of habitual residence within the EU.

18.2. Disputes shall be resolved by the competent Bulgarian court. Consumers may also bring proceedings before the courts of their domicile where EU law so provides.

18.3. Consumer information. Users acting as consumers may address complaints to the Operator at info@zipo.bg. Consumers in Bulgaria may also contact the Commission for Consumer Protection (Комисия за защита на потребителите, kzp.bg) and may seek alternative dispute resolution before the general conciliation commissions under the Bulgarian Consumer Protection Act. The Operator will state, in response to any individual complaint, whether it commits to participate in a given ADR procedure.

18.4. As the Platform's core service is provided free of charge, no payment obligation arises for consumers at registration. Should paid Provider features be introduced (Section 3), pre-contractual information, withdrawal rights, and invoicing terms required by law will be provided at that time as part of the purchase flow.

19. Miscellaneous

19.1. Severability. If any provision of these Terms is held invalid or unenforceable, the remaining provisions remain in full force, and the invalid provision is replaced by a valid one that most closely achieves its purpose.

19.2. No waiver. A failure by the Operator to enforce any provision is not a waiver of it.

19.3. Assignment. You may not assign your rights under these Terms. The Operator may assign these Terms in connection with a merger, acquisition, or sale of the business, with notice to Users.

19.4. Entire agreement. These Terms, together with the Privacy Policy and any feature-specific notices displayed in the product, constitute the entire agreement between you and the Operator regarding the Platform.

19.5. Notices. We may deliver notices in-app, by push notification, by SMS to your verified number, or by email to your verified address. You may deliver notices to info@zipo.bg or by post to the registered address in clause 1.1.