Terms and Conditions

Version 3 · in effect since October 3, 2026

Last updated: 3 October 2026

These Terms and Conditions (the "Terms") govern the use of the Lumara platform, available at lumara.md (the "Platform"). By creating an account or using the Platform you confirm that you have read and accept the Terms and the Privacy Policy.

1. Who we are

The Platform is operated by SRL "BALAN PRO", IDNO 1013600015807, registered office at MD-4829, Măgdăcești village, Criuleni district, Republic of Moldova ("Lumara", "we", "us"). You can send us a written request to this address.

2. Definitions

  • User — anyone who uses the Platform, with or without an account.
  • Client — a user who looks for services, posts requests and accepts offers.
  • Specialist — an individual or legal entity providing services (a tradesperson, freelancer, licensed professional or company) who publishes a profile on the Platform.
  • Request — a description of the work or service the Client needs.
  • Offer — a Specialist's proposal (price, deadline, conditions) in response to a Request or in a conversation.
  • Order — the relationship between the Client and the Specialist that arises once the Client accepts an Offer.
  • Service Contract — the agreement between the Client and the Specialist about the work itself.

3. Lumara's role

Lumara is an online meeting place: we help Clients find Specialists, and we provide messaging, identity or licence verification, and tools for requests, offers, orders and reviews.

Lumara is not a party to the Service Contract. Specialists are independent: they are not our employees, agents or representatives, and they set their own price, deadline and way of working. The Client pays for the work directly to the Specialist, on the terms agreed between them; payments made through the Platform are only for Lumara's own services (subscriptions and the wallet).

We do not guarantee the quality, safety, legality or outcome of any work, nor that a Request will receive offers or that an Order will be completed.

4. Your account

You can create a Client or a Specialist account. You can register with an e-mail address and a password, with a phone number (a one-time code sent by SMS) or, where the option is available, with a Google, Apple or Facebook account.

  • The Platform is intended for people aged 18 or over.
  • Account details must be genuine and kept up to date. An account is personal and cannot be transferred.
  • You are responsible for keeping your login details safe. We recommend turning on two-step authentication (an authenticator app and backup codes), available in your account's security settings.
  • Let us know immediately, in writing, at the address in the "Contact" section if you suspect someone else has accessed your account.

5. Specialists' obligations

The Specialist:

  • describes their services, indicative prices, areas served and experience accurately;
  • holds the permits, licences and qualifications the law requires for the services offered and meets their own tax obligations;
  • publishes in their portfolio only material that is their own or that they have the right to use;
  • honours the Offers they send and communicates any change in good time;
  • does not circumvent the Platform's rules on contact details (section 6).

The verification badge

A Specialist can ask for their identity, their company (through the IDNO and a registration extract) or their licence to be verified by uploading the required documents. The documents are checked manually by the Lumara team. The "Verified" badge only confirms that, on the date of verification, the documents presented matched the details declared. The badge does not guarantee the quality of the work or the Specialist's future conduct. We may withdraw the badge if we learn that the documents are no longer valid or were presented falsely.

6. Requests, offers and orders

  1. The Client posts a Request (category, locality, description, indicative budget, deadline). A Request with no accepted offer expires automatically after a number of days set on the Platform.
  2. Matching Specialists send Offers. A Request receives a limited number of Offers, and each Specialist can send a number of Offers per month within the limits of their plan (section 8).
  3. The Client accepts a single Offer; the others are declined automatically, and the work becomes an Order.
  4. The parties' contact details become visible only once the Offer is accepted. Until then, phone numbers, e-mail addresses, links and usernames in messages are hidden automatically, and Requests and Offers containing contact details cannot be sent.
  5. The Specialist marks the stages of the Order, and the Client confirms completion. An unconfirmed Order is considered completed automatically a number of days after the scheduled date, unless the Client has reported a problem.

The details of the work (final price, deadline, guarantees, payment) are agreed directly between the Client and the Specialist.

7. Limitation of liability

To the extent permitted by law:

  • Lumara is not liable for the performance, quality or safety of the services provided by Specialists, for information published by users, or for the arrangements between the Client and the Specialist;
  • the Platform is provided "as is"; we make reasonable efforts to keep it running without interruption, but we cannot guarantee permanent availability;
  • our total liability to any user, for any claim relating to the Platform, is limited to the amounts that user paid to Lumara in the previous 12 months.

Nothing in these Terms limits liability that cannot be limited by law, or the rights you have as a consumer.

8. Plans and payments

Clients use the Platform free of charge. Specialists can choose a plan:

  • Start — free, with a limited number of Offers per month and portfolio items;
  • Pro and Business — paid, with higher or unlimited limits and extra benefits (for example, the plan badge or profile promotion).

Current prices and limits are shown in the Specialist account, under Subscription. Payments are made in Moldovan lei (MDL) through the secure page of maib bank; Lumara does not see or store full card details.

  • Paid subscriptions renew automatically every month. On renewal, payment is taken from the wallet balance if it covers the price, otherwise from the card saved at the first payment.
  • If a renewal payment fails, the subscription enters a 3-day grace period, during which we try to charge the card once more. If that payment also fails, the subscription expires and the account returns to the limits of the Start plan.
  • You can cancel renewal at any time. Cancellation takes effect at the end of the period already paid for; until then you keep the plan's benefits and can undo the cancellation.
  • Upgrading to a higher plan is a new payment: the new plan starts immediately, for a full month, at the full price. Downgrading to a lower plan takes effect from the next renewal.
  • We may change prices. A price decrease applies immediately. A price increase is announced to you by e-mail or by a notification in your account at least 30 days before it applies to your subscription's renewal; until then you pay the previous price, and if you do not wish to continue, you can cancel renewal at any time before it. A new purchase is charged at the price shown at the time of payment. Payments already initiated are not changed.
  • The wallet can be topped up by card and used to pay for subscriptions. Any bonus Lumara grants on registration can be used only on the Platform.

Refunds are described in the Refund Policy.

9. Reviews

  • Only the Client of a completed Order can leave a review of the Specialist, once per Order and within a limited time after completion. This way every review comes from a real collaboration.
  • The Specialist can reply publicly to a review.
  • Reviews must be honest and describe your own experience. Fake reviews, paid reviews, reviews given in exchange for benefits and reviews of one's own business are not allowed.
  • Reviews and replies pass through automatic filters; flagged texts are checked by a moderator before they are shown. We may hide a review that breaches these Terms, but we do not delete reviews simply because they are negative.

10. Content rules and prohibited conduct

Everything you publish (profile, portfolio, Requests, Offers, messages, reviews) must be lawful, accurate and respectful. It is prohibited to:

  • publish false information or impersonate someone else;
  • harass, threaten, insult or discriminate against other users;
  • publish content that is illegal, obscene, violent or that infringes the rights of others (including copyright and third parties' personal data);
  • send spam, unsolicited advertising or links to competing services;
  • circumvent the masking of contact details before an Offer is accepted;
  • offer services prohibited by law, or regulated services without the required permits;
  • commit fraud, including fraudulent payments or using another person's card;
  • scrape data from the Platform automatically, disrupt its operation or try to get around its security measures;
  • create multiple accounts to get around plan limits or a suspension.

11. Moderation, reports and blocking

  • Public texts pass through automatic filters (for example, for contact details, links, banned words or repetition). Flagged content is held and checked by a moderator.
  • Any user can report a profile, a Request, a message, a review or another user by choosing the reason (spam, abuse, fraud, circumventing the contact rules, etc.). Reports are reviewed by the Lumara team.
  • Depending on severity, we may hide content, withdraw the verification badge, or restrict or block the account temporarily or permanently.
  • Disputes. If a disagreement arises over an Order, you can send a written complaint to the address in the "Contact" section. The Lumara team reviews the history of the Order and of the conversation and may take the measures on the Platform described above. Our decision concerns only the Platform and does not replace the rights the parties have against each other under the law.

12. Intellectual property

The Platform, the Lumara brand, the design, the texts and the code belong to us or are used by us under licence. You may not copy or use them without our written consent.

The content you publish remains yours. You grant us a non-exclusive, royalty-free, worldwide licence to host, display, technically adapt (for example, resize photos) and promote it within the Platform, for as long as it is published and for the period necessary after deletion.

13. Suspension and termination

You can stop using the Platform at any time. You can close your account yourself, from "Settings → My data"; alternatively, you can send a written request to the address in the "Contact" section. On closure, the account's personal data is deleted or anonymised, while orders, payments and reviews remain on record without it. Cancelling a subscription does not close the account.

We may suspend or close an account that breaches the Terms, the law or the safety of other users. Where possible and permitted by law, we will tell you the reason. Obligations that have already arisen (for example, payments made or liability for published content) remain in force after the account is closed.

14. Changes to the Terms

We may update the Terms, for example when new features appear or the law changes. Each version has a date and a version number. If a change is significant, we will ask you to accept the Terms again at your next login or action in your account; until you accept, some features may be unavailable. If you do not agree with the new version, you can stop using the Platform.

15. Governing law and disputes

The Terms are governed by the laws of the Republic of Moldova. We try to resolve any disagreement amicably, starting from a written complaint sent to the address in the "Contact" section. If we cannot, the dispute will be settled by the competent court of the Republic of Moldova. If you are a consumer, you can also contact the Agency for Consumer Protection and Market Surveillance, and you benefit from all the rights the law gives you.

16. Contact

SRL "BALAN PRO", IDNO 1013600015807

Address: MD-4829, Măgdăcești village, Criuleni district, Republic of Moldova