General terms and conditions

1. Definitions

1.1 Viola means Viola Technology s.r.o., with its registered office at Antala Staska 1565/30, 140 00 Prague, Czech Republic, Company ID No. 21991561, registered in the Commercial Register maintained by the Municipal Court in Prague, Section C, File 409305. Viola operates the Viola Platform. The Parties communicate using the contact details stated by the User in the Order and, in Viola's case, the contact details stated on Viola's website. If the person representing the User who placed the Order for Professional Assistance changes, the User must notify Viola of that change without delay.

1.2 Viola Platform means the technology platform whose purpose is to enable Users to express an interest in Professional Assistance provided by independent Providers and to facilitate the conclusion of Professional Assistance Agreements. You acknowledge that Viola does not itself provide Professional Assistance, healthcare, nursing or medical services. Viola is not the provider of Professional Assistance and is not responsible for its provision by a Provider or by a person appointed by the Provider. Viola also does not represent the User in concluding a Professional Assistance Agreement.

1.3 Professional Assistance means non-clinical practical assistance and household support services provided by a Provider for profit, including assistance with ordinary household activities, meal preparation, household cleaning, shopping, companionship and accompaniment, and similar services. Professional Assistance is provided by Providers to Users or persons designated by Users. Professional Assistance does not include healthcare, nursing, medical diagnosis or treatment, administration of medication, or any service that may only lawfully be provided by a regulated healthcare professional.

1.4 Viola Services means the services provided by Viola consisting of the provision of the Viola technology platform, customer support and facilitating communication between the User and the Provider.

1.5 Agreement means the agreement on the use of Viola Services by the User concluded by implied conduct between the User and Viola. These General Terms and Conditions governing the relationship between the User and Viola in connection with the use of Viola Services form an integral part of the Agreement. By accessing and using the Viola Platform, you agree to these General Terms and Conditions and enter into the Agreement, thereby establishing a contractual relationship between you and Viola. If you do not agree to these General Terms and Conditions, you must not use Viola Services or the Viola Platform. These General Terms and Conditions expressly supersede all prior agreements or arrangements with you. Viola may at any time and for any reason terminate these General Terms and Conditions or any services provided to you with immediate effect, discontinue services, or refuse access to Viola Services or any part of them, including the Viola Platform. Viola may, at its sole discretion, amend these General Terms and Conditions and other documents forming an integral part of the Agreement, including in the event of changes in applicable laws, services or contracts with its suppliers. Changes will be notified to you by email or by notification in the administration of the Viola Platform. All changes shall take effect on the stated date, which must be at least 30 days after the date on which the changes are notified, and shall apply to all subsequent use of Viola Services. If you do not agree with a change, you may terminate the Agreement with effect after the expiry of a one-month notice period beginning on the first day of the calendar month following delivery of the written notice, provided that the notice is delivered to info@violacare.ie before the effective date of the change. During the notice period, the then-current General Terms and Conditions shall continue to apply. Your continued use of Viola Services after the effective date of the changes means that you accept and agree to the changes.

1.6 User means a natural person or legal entity interested in arranging Professional Assistance for themselves or for a third person designated by them through a Provider with whom the User enters into a Professional Assistance Agreement to the agreed extent.

1.7 Provider means an independent service provider, being a natural person or legal entity, who wishes to enter into a Professional Assistance Agreement with the User for the provision of Professional Assistance.

1.8 Order means a binding order for Professional Assistance made by the User through the Viola Platform.

1.9 Professional Assistance Agreement means an agreement concluded between the User and the Provider under which the Provider undertakes to provide the User or a person designated by the User with Professional Assistance to the extent specified in the Order and for the agreed price.

1.10 Service Location means the location stated by the User in the Inquiry when expressing an interest in purchasing Professional Assistance.

1.11 Inquiry means a request submitted by the User to Viola containing, in particular, information about the User and the basic requirements for Professional Assistance.

2. Submitting an Inquiry to Find a Provider

2.1 An Inquiry to find a Provider submitted online through https://www.violacare.ie or another redirected or otherwise modified address consists primarily of the mandatory fields in the Inquiry form.

3. Order for Professional Assistance

3.1 An Order for Professional Assistance includes, in particular, the frequency and scope of the Professional Assistance requested by the User, the price for those services, the Service Location and the period for which the services are to be provided.

3.2 Professional Assistance is arranged for the period stated in the Order.

3.3 The obligation to provide Professional Assistance ends upon expiry of the agreed period and in the other circumstances provided for in these General Terms and Conditions or by law.

3.4 For Professional Assistance arranged for a fixed or indefinite period, a one-month notice period applies unless the Order states otherwise. The notice period begins when the termination notice is submitted to the current contact email address stated on Viola's website.

4. Scope of Professional Assistance

4.1 The exact specification of Professional Assistance requested by the User and provided by the Provider is stated in the Inquiry.

4.2 Professional Assistance is provided at the Service Location stated in the Order.

4.3 The User shall confirm in writing, in the Order sent online before the provision of Professional Assistance begins, the final scope of the requested Professional Assistance and the binding price for its performance. The User acknowledges that the requested Professional Assistance may be provided by different Providers depending on their availability and the agreement between the User and the Provider.

4.4 Professional Assistance is intended to make daily life easier and save time for the User or persons designated by the User. It does not include activities on which the User or a designated person could become critically dependent, nor healthcare, nursing, medical diagnosis or treatment, administration of medication, or other regulated healthcare services.

5. Price

5.1 After you receive Professional Assistance from the Provider, Viola shall facilitate payment of the relevant price for the Professional Assistance on behalf of the relevant Provider, acting as the Provider's representative with limited authority for the collection of payments. If you receive assistance from more than one Provider in a given month, Viola shall facilitate payment for all such assistance together. Unless these General Terms and Conditions provide otherwise, the price paid by you for Professional Assistance is final and non-refundable.

5.2 After the User enters the initial information through the Viola Platform, Viola shall display a recommended price for Professional Assistance which, in Viola's view, corresponds to the information entered and at which the User may be matched with a Provider and the relevant Professional Assistance Agreement may be concluded. This amount is only a recommended estimate based on the information entered by the User. The final price is determined exclusively by agreement between the Provider and the User before the Provider begins providing Professional Assistance.

5.3 The price is payable by the User in two periods: (a) for the period from the 1st to the 15th day of the month, payment is due by the 20th day of the same month in which the Professional Assistance was arranged; and (b) for the period from the 16th day to the end of the month, payment is due by the 5th day of the following month. Payments shall be made in EUR to the following bank account held in the name of Viola Technology s.r.o. with Fio banka, a.s., Na Florenci 2139/2, 110 00 Prague, Czech Republic: account number 2003268722/2010, IBAN CZ3820100000002003268722, BIC/SWIFT FIOBCZPPXXX. The price for Professional Assistance is collected by Viola on behalf of the Provider as the Provider's representative for the collection of payments.

5.4 In the case of one-off Professional Assistance arranged for a fixed period, the User must pay a deposit equal to 50% of the Order price no later than 7 days before the start of the Professional Assistance. The deposit is accepted by Viola exclusively in the name and for the account of the relevant Provider. In the case of one-off Professional Assistance arranged for a fixed period, Viola reserves the right to charge the User a one-off administration fee. The deposit and administration fee shall be paid in EUR to the following bank account held in the name of Viola Technology s.r.o. with Fio banka, a.s., Na Florenci 2139/2, 110 00 Prague, Czech Republic: account number 2003268722/2010, IBAN CZ3820100000002003268722, BIC/SWIFT FIOBCZPPXXX. The treatment of any statutory cancellation right is governed by Article 5.7.

5.5 If a payment made by the User exceeds the price of the Professional Assistance actually provided by the Provider, the User is entitled to request a refund of the overpayment. Viola shall pay the relevant amount to the User within 30 days from the date on which Viola confirms the existence of the overpayment by email. An overpayment arises solely in connection with a specific Professional Assistance Agreement and is not maintained as a balance on any User account.

5.6 The User may cancel an Order free of charge no later than five (5) days before the planned start of the Professional Assistance. If the Order is cancelled later than five (5) days before the planned start of the Professional Assistance, Viola may charge the User a cancellation fee of up to 30% of the recommended weekly price of the Order, subject to a minimum of EUR 100. If the User cancels an Order for one-off Professional Assistance arranged for a fixed period, the one-off administration fee charged by Viola is non-refundable, subject to Article 5.7.

5.7 Statutory cancellation right of consumers. If the User is a consumer and the Professional Assistance Agreement is a distance contract or an off-premises contract to which the statutory cancellation right applies, the User may cancel that agreement without giving any reason within 14 days beginning on the day on which the Professional Assistance Agreement is concluded. If the User wishes the Professional Assistance to begin during that 14-day cancellation period, the User must make an express request to that effect on a durable medium and acknowledge that, once the Professional Assistance Agreement has been fully performed, the User will no longer have the statutory right to cancel it. If the User cancels during the cancellation period after performance has begun but before the Professional Assistance has been fully provided, the User shall pay the Provider an amount proportionate to the Professional Assistance supplied up to the time of cancellation, to the extent required by applicable consumer law. The User may exercise the cancellation right by sending a clear statement of cancellation to the Provider by any verifiable means and may also notify Viola at the contact email address stated on Viola's website so that Viola can facilitate the communication. This statutory cancellation right is separate from the commercial cancellation policy in Article 5.6; Article 5.6 applies where the statutory cancellation right does not apply or after it has expired.

5.8 If the User fails to pay the price for services performed under the Professional Assistance Agreement properly and on time, Viola is authorised by the Provider to commence debt collection on the Provider's behalf and to pursue payment for the benefit of the Provider of all amounts due under the Professional Assistance Agreement, including contractual penalties, accessories and other enforcement costs.

5.9 Viola Services are provided to the User free of charge, except for any administration fee that may apply, and the User has no rights against Viola in respect of defective performance of Professional Assistance.

5.10 The User acknowledges that, when receiving payments for Professional Assistance, Viola acts exclusively in the name and for the account of the Provider as recipient of the payment and not in the name or for the account of the User as payer. Viola does not maintain any payment account or wallet for the User with a freely usable balance.

6. Conclusion of the Professional Assistance Agreement

6.1 The Professional Assistance Agreement is concluded by implied conduct when the User allows the Provider access to the Service Location. If, for any reason, the Provider providing Professional Assistance to the User or a person designated by the User is replaced, a new Professional Assistance Agreement is concluded when the User allows the new Provider access to the Service Location.

6.2 By concluding the Professional Assistance Agreement, the Provider undertakes, before beginning the provision of Professional Assistance, to provide the User or a person designated by the User with Professional Assistance at the Service Location to the extent and on the terms set out in the Order.

6.3 Viola does not guarantee the professional conduct, performance or quality of services provided by any particular Provider.

6.4 The Viola Platform is a technology tool that enables Users and Providers to connect for the purpose of concluding a Professional Assistance Agreement.

6.5 In the event of repeated Inquiries by the same User or Inquiries relating to the same Service Location, Viola does not guarantee that the User will be matched with the same Provider or that different Providers will provide the same performance or quality of Professional Assistance.

6.6 Viola reserves the right to propose that the User conclude a Professional Assistance Agreement with a new Provider if the User terminates the Professional Assistance Agreement with the original Provider or if the original Provider is unable to properly perform the Professional Assistance Agreement.

6.7 If Viola has reasonable doubts about the Provider's ability to perform its obligations towards the User under the Professional Assistance Agreement, Viola reserves the right at any time during the provision of the service to propose that the User conclude a Professional Assistance Agreement with another Provider.

6.8 The Professional Assistance Agreement terminates upon the death of the User or the person to whom the Professional Assistance is provided.

7. Other Terms of the Professional Assistance Agreement

7.1 In addition to the arrangements set out in these General Terms and Conditions and in the Order for Professional Assistance, the following terms apply to Professional Assistance provided by the Provider to the User or a person designated by the User:

7.2 The User or the person designated by the User is entitled to proper and timely provision of Professional Assistance to the agreed extent.

7.3 The Provider shall perform Professional Assistance at the times and on the days agreed with the User in the Order and, during those times, is entitled to access the premises where the Professional Assistance is to be provided.

7.4 The User undertakes to provide the Provider with the cooperation required under the contractual arrangements with the Provider or reasonably requested by the Provider, including in particular:

allowing the Provider to enter the premises in which the Professional Assistance is to be performed, or providing the Provider with keys or access codes to the building for the purpose of providing Professional Assistance;
ensuring that the Service Location is accessible and suitable for the provision of Professional Assistance, in particular by removing items that prevent or may prevent the performance of Professional Assistance. The Provider is not obliged to remove such items in order to perform the Professional Assistance. If such items are not removed, the Provider is not obliged or authorised to have them removed or to perform the relevant Professional Assistance and is not responsible for defective performance caused by the failure to remove them; and
not doing anything that prevents the performance of Professional Assistance.

7.5 The User is responsible, among other things, for the proper condition of the User's electrical and gas appliances and equipment used in connection with the ordered Professional Assistance, including arranging regular inspections where required. The person responsible for the User shall familiarise the Provider with the operating instructions for the relevant electrical and gas appliances and equipment.

7.6 The User acknowledges and agrees that the User shall not, without Viola's knowledge and prior written consent, enter into another contractual relationship with the Provider for the provision of Professional Assistance or similar services where such arrangement would conflict with Viola's interests or cause loss to Viola, during the term of the Order and for six (6) months after completion of the Order. A breach of this provision entitles Viola to pursue compensation from the User for any resulting loss.

7.7 If the User is late in paying the price for a confirmed Order, meaning the remuneration for Professional Assistance already provided, the User shall pay the Provider a contractual penalty of 0.05% of the outstanding amount for each commenced day of delay. The User shall also pay Viola a fee of EUR 10 for each individual payment reminder issued in relation to an unpaid invoice for Professional Assistance provided by the Provider.

8. Inspection of Professional Assistance and Handling of Complaints

8.1 Given the nature of the activities performed, the User should notify defects in the Provider's services without undue delay after discovering them and preferably within three (3) working days after the relevant Professional Assistance was provided. The complaint should be sent to the email address stated on Viola's website and should describe the specific defects in the Professional Assistance.

8.2 A complaint made after the three (3) working day period may still be considered where the nature of the defect or the circumstances reasonably justify later notification. Delay in reporting may be taken into account when assessing whether and when the defect occurred and may make the complaint more difficult to verify.

8.3 The Provider is entitled to refuse to provide Professional Assistance on a particular day if the User's health condition does not allow a safe visit by a third person.

8.4 If the Provider causes damage to the User by breaching the Provider's contractual obligations, the User is entitled to claim compensation for that damage from the Provider.

8.5 Before allowing the Provider to enter the Service Location, the User must safely store all valuable and fragile items. Viola is not liable for damage caused by the Provider; liability for such damage is borne by the relevant Provider.

9. Rating of Professional Assistance and Viola Services

9.1 Viola may ask the User to rate the Professional Assistance provided by the Provider through the Viola Platform, and the User may leave an optional comment or other feedback regarding the services.

10. Personal Data Protection

10.1 The processing of the User's personal data is governed by Viola's Privacy Policy. Viola processes the User's personal data in accordance with Regulation (EU) 2016/679 of the European Parliament and of the Council (GDPR) and the Data Protection Act 2018. The processing of the relevant personal data is necessary for performance in connection with the Order for Professional Assistance. If the User provides information about the User's health or the health of the person to whom Professional Assistance is to be provided, the User expressly consents to Viola processing such data for the purpose of facilitating Professional Assistance; further details are set out in Viola's Privacy Policy.

10.2 The User's personal data will be processed for the duration of the contractual relationship and thereafter for the period necessary for the exercise of rights and compliance with Viola's legal obligations. Personal data are processed for the purposes of performing the Order, communicating with the User, supporting the quality of Professional Assistance and complying with Viola's legal obligations.

10.3 Viola informs the User of the right of access to personal data and the right to rectification. If the User discovers or believes that Viola is processing the User's personal data in a manner contrary to the protection of the User's privacy or contrary to law, in particular where the personal data are inaccurate having regard to the purpose of processing, the User may request an explanation from Viola and request that the situation be remedied, including, where appropriate, by blocking, correcting, supplementing or deleting the relevant personal data.

10.4 The User hereby gives Viola express consent to send commercial communications concerning Viola's services to the electronic contact address provided by the User. Viola informs the User that this consent may be withdrawn at any time.

11. Common and Final Provisions

11.1 These General Terms and Conditions also apply to individual Professional Assistance Agreements, Inquiries and Orders.

11.2 This Agreement shall be governed by the laws of the Czech Republic.

11.3 Viola Services are provided “as is” and “as available”. Viola disclaims all representations and warranties, whether express, implied or statutory, which are not expressly set out in these General Terms and Conditions.

11.4 Viola makes no representations, warranties or commitments regarding the reliability, timeliness, quality, suitability or availability of Viola Services or any services requested through Viola Services, and does not guarantee that Viola Services will be uninterrupted or error-free.

11.5 Viola may, at its sole discretion, amend these General Terms and Conditions and other documents forming an integral part of the Agreement, including in the event of changes in applicable laws, services or contracts with its suppliers. Changes will be notified to you by email or by notification in the administration of the Viola Platform. All changes shall take effect on the stated date, which must be at least 30 days after the date on which the changes are notified, and shall apply to all subsequent use of Viola Services. If you do not agree with a change, you may terminate the Agreement with effect after the expiry of a one-month notice period beginning on the first day of the calendar month following delivery of the written notice, provided that the notice is delivered to info@violacare.ie before the effective date of the change. During the notice period, the then-current General Terms and Conditions shall continue to apply. Your continued use of Viola Services after the effective date of the changes means that you accept and agree to the changes.

11.6 Viola does not guarantee the quality, suitability, safety or availability of Professional Assistance.

11.7 These General Terms and Conditions shall be governed by the laws of the Czech Republic, in particular Act No. 89/2012 Coll., the Civil Code, as amended and in force from time to time (the “Civil Code”). Sections 2432, 2434, 2440, 2446(1), 2450, 2451, 2452 and 2453 of the Civil Code shall not apply to these General Terms and Conditions.

11.8 The User declares that the User has read these General Terms and Conditions, fully understands them and agrees to them.

11.9 These General Terms and Conditions become valid and effective from 7th September 2026.