Terms of service

1. Atryo's role

Atryo is a technology platform connecting residents and guests with certified service providers, in Residences (condominiums) and Destinations (villas and hospitality).

The service contract is made directly between customer and provider. Atryo does not employ providers or perform the services; it checks requirements, documents and insurance at certification.

2. Access

A place's QR code only identifies the villa or residence and shows service categories: it never grants access.

Residents and guests sign in with a personal code and a verified identity (email or WhatsApp number), without passwords. The right to order villa services is tied to the stay and ends when the stay ends or the code is revoked; the person's Atryo account stays active.

WhatsApp is an access channel: interactive messages (menus, choices, proposals) only answer your requests and are not advertising.

3. Request, proposal and agreement

The customer sends a request. The provider can accept, decline or send a proposal with price, date and duration. The customer can accept, counter or decline.

Negotiation is limited to 5 rounds; each proposal expires after 48 hours without reply. A service is booked only after agreement and payment.

4. Held payment

After agreement the customer pays within 24 hours (and before the service starts). The amount is held by the payment service provider and not transferred to the provider until the service is confirmed.

Afterwards the customer confirms the service or reports a problem. Without action within 72 hours of the provider marking it complete, the service is considered confirmed and the amount is released.

On release the provider receives the amount net of Atryo's commission and, in Residences, the credit for the residence, under the split rule in force for that place at booking time.

Current phase: real payments are disabled. Until terms with the payment provider and accounting reconciliation are ready, the platform runs in test mode and no amount is charged.

5. Costs for providers

Providers pay no fixed costs or subscriptions: Atryo only keeps a commission on confirmed services. Providers enter payout details (account holder, IBAN, tax data) in the portal settings.

6. Cancellations

Before payment the customer can cancel at any time. After payment, cancellation is free up to 24 hours before the agreed time, with a full refund. Later cancellation is not available in the app.

If the provider cancels, the customer is refunded in full.

7. Disputes

The customer can report a problem before confirming, giving a reason (not done, partly done, poor quality, damage), a description and up to 3 photos. Funds stay frozen.

The provider has 48 hours to reply: full refund, partial refund, a new visit, or a reasoned disagreement. Without a reply the customer is refunded.

If the parties don't agree, Atryo reviews the documented facts and decides within 5 working days between release to the provider, a 50% refund or a full refund.

Damage to property or people is not settled through held funds: Atryo shares the provider's details and liability insurance, to whom claims should be addressed.

8. Reviews and conduct

Only customers with a confirmed service can leave reviews. Atryo may suspend providers or accounts that breach these terms, provide false data or fall below rating requirements.

9. Liability

Atryo is responsible for the platform working correctly. To the extent permitted by law it is not liable for the performance of services, which remains the provider's responsibility. Consumer rights under Italian and EU law are unaffected.

10. Contact

For questions about these terms, write to us from the Contact page on atryo.io.