Terms of Service

1. Acceptance of terms

By accessing or using tamam.be you agree to be bound by these Terms. If you do not agree, do not use the service.

2. Description of service

tamam.be is a marketplace connecting homeowners with verified professionals in Belgium. We facilitate introductions; we are not party to the contract between you and a supplier.

2bis. Division of roles: who is responsible for what

The contract for the work is concluded between you and the professional. tamam.be is the online marketplace that brings you together and is not a party to that contract. Below is how the obligations are divided (art. VI.44/3 §1, 4° WER).

Where the professional does not act as a trader, we state so on their profile and with their offer. In that case the rights stemming from Union consumer law do not apply to your contract with them: you have no 14-day right of withdrawal and no legal guarantee against that professional.

2ter. How we rank professionals

When a customer submits a request, tamam.be determines which professionals see it and in what order they are invited. That order rests on eight parameters, each with its own weight:

• Field of work (25%) — whether the requested job is their main activity, a secondary activity, or not part of what they offer.
• Distance (20%) — the distance to the customer’s address, within the service area the professional sets themselves.
• Reviews (15%) — the average of customer reviews, corrected for the number of reviews.
• Response speed (10%) — how quickly they answer an invitation on average.
• Reliability (10%) — what share of accepted jobs they actually complete.
• Availability (10%) — how many invitations are still open with them right now.
• Aftersales (5%) — appointments kept against cancellations and no-shows (40% of this criterion), and service reports resolved against those still open or merely acknowledged (60%).
• Fair rotation (5%) — how many requests they already received over the past thirty days.

Field of work and distance weigh heaviest because they decide whether a job is feasible at all: someone who does not do the work, or sits too far away, cannot make a good offer however well reviewed they are. The remaining criteria weigh less and serve to distinguish between professionals who can actually carry out the job. Response speed and reliability are deliberately kept apart: answering quickly and then dropping out is not the same as answering slowly and always finishing. Fair rotation keeps whoever came out on top once from winning every subsequent request for that reason alone.

No payment, subscription or credit influences the order. There is no paid placement and we do not sell priority.

A request is never with more than 5 professionals at a time. If a place opens up because an invited professional does not respond or withdraws, the next candidate moves up; the number who may work on your request simultaneously stays 5. That number is not a commercial product: it cannot be raised by paying, and we do not sell access to requests, contact details or candidate lists to third parties.

A fuller explanation of each criterion, including what happens when an invited professional does not respond, is set out on our ranking page

3. Accounts

You must provide accurate information when creating an account and keep your credentials confidential. You are responsible for all activity under your account.

4. Your obligations

• Provide accurate, current information
• Use the service only for lawful purposes
• Treat other users with respect; no harassment or abusive language
• No fraudulent leads, fake reviews, or misrepresentation

5. Payments

Posting a request, comparing quotes, asking questions and sending messages is free, both for residents and for tradespeople. A tradesperson pays nothing per request or per quote, and there are no subscriptions or credits. Once we have found enough suitable tradespeople, the resident activates the request with the Tamam Security Contribution of €39 including VAT. The contribution is not a guarantee or insurance on the work; the tradesperson remains liable for their work. If the resident hires a tradesperson through Tamam, that amount is deducted in full from the quote and is therefore not added on top. If the request stays below three valid quotes, we refund the contribution automatically, without you having to ask. If three or more quotes were delivered and you choose no one, Tamam keeps the contribution as payment for the analysis, the matching and the quotes obtained. The tradesperson pays a success fee of 3% of the job amount, with a minimum of €39 and a maximum of €399 including VAT. All amounts include VAT and are shown in full on screen before you confirm. The job amount is paid through our payment partner Stripe into the tradesperson's Stripe account and held there; only the success fee goes to Tamam. The payout to the tradesperson's bank account only follows after the resident confirms the work has been carried out, or automatically after 7 days without objection. This payout does not affect your statutory rights against the tradesperson, such as the legal guarantee.

6. Right of withdrawal

As a consumer you have a 14-day right of withdrawal for distance contracts. For services the period runs from the day after you accept the quote, not from the start of the work. If you want the professional to begin during that period, we ask for two separate confirmations at acceptance: an express request to start and an acknowledgement that the right of withdrawal lapses once the service has been fully performed. Without them, work starts only after the period ends. The full conditions and the model form are on our right-of-withdrawal page. tamam.be mainly connects consumers with self-employed professionals; the contract for the work itself is concluded directly with the professional.

Right of withdrawal and model form

6bis. Artificial intelligence

Part of what you read on tamam.be is written by an AI model: the analysis of your request, the do-it-yourself guide and the indicative prices. This is stated next to the text each time. You cannot derive any rights from such text: an indicative price is not a quote, and only the amount a professional sends you binds them. We do not proofread generated text before you see it.

Which models we use and what their limits are

7. Liability

We provide the platform as described in these terms. The professional is liable for the work itself: we are not a party to that contract and do not vouch for its quality, safety or legality. For damage caused by our own service, our liability is limited to the amount you paid us in the 12 months before your claim. This limitation does not apply in case of intent or gross negligence by us or by those working for us, where we fail to perform one of our main obligations, or in case of death or personal injury. Your statutory consumer rights always continue to apply.

7bis. Content moderation

We review requests, quotes, profiles and reviews when they are reported or when an automated check flags something. What we can do, how we do it, and how you can contest it:

• Measures: hiding or removing content, withdrawing a quote, suspending payouts, or restricting or closing an account.
• Tools: automated checks for spam, duplicate or fraudulent requests and prohibited contact details, alongside review by a member of our team. A restriction is never made final by an automated check alone without a person looking at it.
• Reasons: if a measure affects you, you receive the facts the decision rests on, the ground in these terms or in law, and whether automated means were used.
• Appeal: you can respond within six months through the contact point. We reassess the decision; your statutory routes to the Consumer Mediation Service or the courts remain open alongside it.

Reporting, complaints and appeal

8. Termination

We may suspend or terminate accounts that violate these Terms or applicable law. You may close your account at any time via profile settings.

8bis. Changes to these terms

If we change these terms, we let you know by e-mail and on your dashboard — on a medium you can keep and read again later. At least 15 days pass between that notice and the day the new version takes effect. If the change requires you to make technical or commercial adjustments, we extend that period to what is reasonably needed for them.

If you are a tradesperson and would rather not wait, you may accept the new version earlier; that is your choice and never a condition for continuing to work.

If you disagree with the change, you may terminate your agreement free of charge before the effective date. If you keep using the platform after that date, the new version applies.

8ter. Complaints about the platform itself (business users)

If you are a tradesperson on tamam.be, this section covers complaints against us: about a decision we took, about an outage, or about the way we offer the platform. Reports about content and moderation go through our reporting page; disputes about the work itself are between you and the customer.

Why you will not find an internal complaint-handling system here

Article 11 of Regulation (EU) 2019/1150 requires platforms to run an internal complaint-handling system with published time limits and yearly figures, but exempts small enterprises: fewer than 50 employees and an annual turnover or balance sheet total below 10 million euro. tamam.be is operated by Erbas Ramazan (PROBEX), a sole proprietorship (company number 1009.193.344) with no employees and well below that threshold. We therefore fall under that exemption, and we would rather say so plainly than imply a system that does not exist.

What we do commit to

The exemption does not release us from answering your complaint. Write to legal@tamam.be. We confirm receipt and tell you what we do with your complaint. Decisions that affect you — a suspension, a restriction or a termination — are given reasons separately, as described under moderation.

When this changes

If we grow past 50 employees or past 10 million euro in turnover, the exemption falls away and we will set up the internal complaint-handling system Article 11 requires, with the time limits and yearly figures that go with it. We will then amend these terms under the change procedure described above.

Mediation

The small-enterprise exemption applies only to Article 11, not to Article 12 on mediation. We are willing to engage in mediation in a dispute with a tradesperson and to bear a reasonable share of its cost. The mediators we make arrangements with will be named here once those arrangements are in place; until then we refer to the Federal Mediation Commission (Simon Bolivarlaan 30, 1000 Brussels), which keeps the register of accredited mediators.

9. Governing law

These Terms are governed by Belgian law. Our registered office is in Genk, so disputes will in principle be brought before the courts of the judicial district of Limburg. If you are a consumer, you always retain the right to sue us before the court of your own place of residence, and we may only sue you there — mandatory consumer law prevails on this point.

10. Dispute resolution

If you have a complaint, please contact us first at legal@tamam.be so we can look for a solution together. If that does not resolve the matter, consumers may turn to the Belgian Consumer Mediation Service, which is competent where no other qualified entity exists for the dispute: consumentenombudsdienst.be

11. Contact

Questions about these Terms? Email legal@tamam.be.