Terms of use
Last updated: 11 September 2026
Initial version. Review by a Brazilian lawyer is pending, and the text will be adjusted once the STF concludes Tema 1291 on platform work.
These terms govern the use of the Nova Reserva platform by hosts and cleaning professionals in Rio de Janeiro. By creating an account you agree to them.
1. What the platform is
Nova Reserva is an intermediation service: it connects people who have a short-stay property with independent cleaning professionals and records what the two parties agree. The platform does not perform the cleaning, is nobody's employer and does not direct the work of the person who performs it.
2. Account and sign-up
You must be 18 or older and give true information. Access is by a one-time code sent to your e-mail or WhatsApp; protect access to that channel as you would a password. You are responsible for what is done with your account.
3. For hosts
You describe the property accurately, agree the date, time and amount before the job, hand over the agreed access and approve the job by looking at the checklist and the photos. The full address and the lock code are shown to the professional only after she accepts.
4. For professionals
You work on your own account. You set your price above the platform's floor, choose the days on which you accept jobs, may accept or decline any request with no consequence in the search or on your profile, and may name another registered professional to do the job in your place. Nothing here is exclusive: you may work through other channels. Having an MEI is optional and never a condition for using the platform.
5. Verification
Before appearing in searches, the professional sends an identity document and may send other supporting documents. Verification is done by a person on the administration, and the decision weighs the relation between the role and the risk of access to a home; no record leads to automatic exclusion. The original documents are deleted as soon as verification ends; only the outcome and the date remain.
6. Frequency with the same host
Brazilian law treats work for the same person on more than two days a week as domestic employment. The platform therefore warns both parties from two days a week with the same host and blocks new requests from three. In that case the relationship has to be formalised outside the platform.
7. Amounts and payment
The amount of each job is the one the professional set, and it is the whole of what the host pays. In this first phase, payment is made directly between host and professional by Pix and confirmed on the platform; the platform records what was agreed and paid, but neither receives nor passes on money. Each party is responsible for its own tax documents.
8. Cancellation and replacement
Host and professional may cancel through the platform, and the history records who cancelled and when. If the professional cannot attend, the platform suggests other professionals free in the same neighbourhood and time; the choice is the host's. Declining a replacement has no consequence for anyone.
9. Reviews
Only the person who booked and received the job reviews it, and only after the job is completed. Reviews cannot be bought, exchanged or deleted on request; what breaches these terms may be removed by the administration.
10. Suspension and human review
The platform may suspend an account that breaches these terms. Every suspension is decided by a person, states the reason and allows a reply before it becomes final.
11. Liability and damage
The platform is liable for the intermediation under the Consumer Defence Code. Damage to the property or to belongings is handled through the incident process inside the platform, with photographic record and defined response times; the platform is not liable for arrangements made outside it.
12. Personal data
Data processing follows the Privacy Policy, which is part of these terms.
13. Changes, law and venue
These terms may change; material changes are announced on the platform before they apply. Brazilian law applies, and the courts of the district of Rio de Janeiro are chosen, without prejudice to the consumer's right to choose the courts of their own domicile.