General Terms and Conditions for Customers

Preamble

These General Terms and Conditions govern the use by customers and prospective customers of Protio's software, platform and services, including electronic payment tools made available through the application, such as card-based payment, Viva and other supported payment methods.

A user accepts these terms upon the first submission of information to Protio, the first use of Protio's software, and each subsequent access to the platform. Continued browsing of the website and use of its services also constitutes acceptance of these terms.

Protio may amend these terms without prior notice where this is permitted by law. The website may also link to third-party websites, the providers of which remain solely responsible for the security, content and operation of their own services.

All content on this website remains the intellectual property of Protio and is made available for informational purposes only. The website may use session cookies to recognize visitors and facilitate access to services.

Any dispute arising from these terms will be subject to the competent courts of Athens, unless mandatory consumer law provides otherwise.

A. General terms for the use of the Protio application by customers

I. Protio services

Protio operates a digital intermediation platform for property utilization, renovation, energy upgrades, financing and subsidy support. Before using the services, the user must register and provide truthful and accurate details, which may include name, phone number and valid email address. Protio may request further verification through SMS, email or additional supporting information.

Through the platform, users may request core services such as renovation, energy upgrades, permits, engineering services, property sale support and similar real-estate related services. Users may also request other services, including financing or subsidy-related support, where such services are offered through Protio or its partners.

Protio provides technological intermediation and workflow support. The use of the application does not by itself create a works contract or service contract between Protio and the user for the underlying service. Any claims arising from services booked through Protio generally concern the relationship between the user and the relevant partner or service provider.

Where required for the requested service, Protio may transmit simple personal data and request information to partners or service providers, including engineers, contractors, lawyers, notaries, banks or financing intermediaries lawfully operating in Greece. Protio may also cooperate with affiliated companies or external partners for billing, support or processing purposes.

Protio may operate a customer rating system through which users can evaluate services received from partners following the completion of the relevant service.

II. Other services

During the use of other services, such as loan applications or subsidy-related support, Protio acts as a technology intermediary and not as the direct contractual provider of the relevant third-party service. The contractual partner for such services is the relevant service provider.

The service provider's own general terms and privacy rules may apply to the use of those services. Where required, those terms will be made available to the user before the conclusion of the relevant contract and the user's consent may be requested.

The provider may assign claims for payment to Protio, allowing Protio to collect payment in the provider's name and on its behalf, without changing the fact that the service relationship remains between the user and the provider.

Providers may require identity, address or creditworthiness verification before other services are made available. The user must provide complete and accurate information and any official documents requested during that validation process.

III. Availability, change and discontinuation of the service

The user cannot demand uninterrupted and permanent availability of the application. Service availability may depend on internet connectivity, technical maintenance and the availability of the relevant partners or providers.

Protio may temporarily interrupt or modify services for technical, legal, operational or quality reasons. Where feasible, Protio will notify users in advance through the website, the application or other appropriate means.

IV. General obligations of the user

Users must provide accurate personal data, keep their information updated and use the application in a lawful and secure manner. Users are also responsible for maintaining the confidentiality of their login credentials and must notify Protio immediately in the event of unauthorized access or misuse of the account.

Users must not overload the application, interfere with security measures, copy or reverse engineer the software, or use personal data obtained through the platform for purposes unrelated to the requested service.

A user may not bypass Protio by directly appointing a partner first introduced through the platform for a period of 36 months from the initial introduction or the completion of the most recent transaction between them, whichever occurs later.

V. Liability

Protio is not responsible for the accuracy or completeness of information provided by users. To the extent permitted by law, Protio is liable for damages arising from use of the application only in cases of intent or gross negligence, subject always to mandatory consumer protection rules.

Protio is not liable for services performed directly by partners or third-party providers, for deviations in project budgets caused by final measurements, selected materials, scope changes or necessary extraordinary works, or for delays and adverse events that fall outside Protio's control.

B. Terms for payment by app

I. Scope of the payment service

Protio may support cashless payment processing through the application for certain services. The payment function allows users to pay the relevant partner or provider using the payment method selected during registration or during the transaction itself.

II. User obligations and payment handling

By using the app-based payment service, the user authorizes the relevant payment transaction and accepts the amount communicated through the platform. If the selected payment method fails, the user remains obliged to settle the amount due using another valid payment method.

Protio may charge interest for late payment at the lawful rate and may claim further damages where delay in payment causes demonstrable additional loss.

III. Liability in relation to payment functions

If a user intentionally fails to protect login details or other personal security credentials and Protio suffers damage as a result, Protio reserves the right to seek compensation. The liability provisions described above continue to apply to payment-related functionality as well.

C. Common final provisions

If any provision of these terms is invalid, unenforceable or incomplete, the remaining provisions remain in force and the invalid provision will be replaced by one that comes as close as possible to its economic purpose.

Greek law governs the contractual relationship, excluding conflict-of-law rules. Where the user is a consumer, mandatory jurisdiction rules remain unaffected. Otherwise, the competent courts are those determined under Greek law, including the courts of Athens where applicable.

Protio may amend these terms where reasonably required in order to reflect legal, technical or operational changes. Protio will notify users through the application, website or their latest known email address. Continued use of the services after the amendment takes effect may constitute acceptance where permitted by law.

For any question, issue or clarification, users may contact Protio through customer support. The European Commission also provides an online dispute resolution platform for consumer disputes.

D. Charging policy

Protio does not charge the end user for the initial electronic service estimate. Protio acts as an intermediary for services provided by partners and service providers, from whom Protio may receive remuneration.

The user journey may include the following paid or unpaid stages, depending on the requested service:

• Electronic service estimate: initial digital estimate, normally at no charge, based on standard market indicators and user-provided data.
• Property inspection: on-site visit by a certified partner for detailed measurements and issuance of a tailored offer. The visit may cost from €0 to €50 and may be prepaid.
• Other services: information or eligibility assessment for subsidy or financing programs may also cost from €0 to €50 and may be prepaid.
• Execution of the service: the final price of the main or other service is determined after the previous steps and is reflected in the final budget, offer or payment schedule provided by the relevant partner.
• Banking charges: any bank or transaction charges arising at the payment stage are borne solely by the user.