These terms govern your use of the Hirella app and services as a client, provider, or visitor. By creating an account or using the platform, you agree to them.
1. Who we are and our role
Hirella is a digital marketplace connecting clients with independent specialists for specific jobs (e.g. repairs, cleaning, local logistics).
Hirella is not the employer of providers and does not perform the physical work. The service contract is between you and the provider; Hirella supplies the platform, secure payment, and dispute support under published rules.
2. Accounts and verification
You must be at least 18 and provide accurate information. You are responsible for your password and account activity.
Identity verification (KYC) is required to publish requests as a client and to send offers as a provider. The flow includes ID documents, face checks, and other security steps under platform rules.
Providers complete onboarding (city, categories, etc.) and must have verified identity before offers and payouts.
For regulated categories (e.g. nursing, plumbing, electrical work, childcare, catering, massage, physiotherapy, caregiving), providers must upload and receive Hirella approval for professional documents for each selected category — typically a licence or qualification, or alternative proof of work (e.g. insurance certificates) where the app allows. Without approval, you cannot offer on jobs in that category.
Hirella reviews submissions and may reject, request resubmission, suspend, or close accounts that breach these terms or submit false or forged documents.
3. Requests, offers, and jobs
- Verified clients publish requests with accurate description, location, and optional photos.
- Verified providers with approved professional documents where required submit priced offers; the client accepts one.
- After payment, a job is created with steps the provider completes.
- Chat must stay professional; harassment, spam, or illegal content is prohibited.
4. Payments and wallet
Job payments are processed via our payment partner (PokPay) and, where applicable, partly from the client’s in-app wallet balance.
Funds are held in the platform flow until the job completes or a dispute is resolved under our policies.
Platform fees are deducted from the provider payout as shown in the app (a platform service fee, not income tax).
Founding waitlist offer for providers: providers who join the waitlist as specialists and meet platform requirements may receive a lifelong 5% platform commission rate instead of the standard published rate (currently 10%), as confirmed at signup and in these terms. Hirella may verify eligibility and address abuse; your applicable rate is shown in the app.
Signing up on the hirella.al waitlist creates a Hirella account in “pending launch” status. You will not receive login credentials until launch; we will then email a temporary password. App login is unavailable until then.
Refunds for cancellations or dispute outcomes are usually credited to the client wallet, not to the card, unless law or a specific decision requires otherwise.
Providers — tax and NIPT (optional on profile): Hirella is not a tax adviser. You remain responsible for your tax obligations in Albania. If you do not provide a NIPT on your profile, you must declare platform income as an individual taxpayer via the DIVA form, as required by applicable law. If you provide a NIPT, you confirm it is accurate and agree to receive platform earnings in the bank account registered to that NIPT.
5. Cancellations
Either party may cancel before work starts according to request status; after payment, cancellations follow configured percentages (client credit, provider compensation, platform retention) shown in the app.
6. Disputes
Clients may open a dispute within the post-completion window shown in the app, with reasons and evidence photos when needed.
Hirella reviews evidence and may complete the job, credit the client wallet, apply cancel policy, or close without change.
Platform fund-allocation decisions are binding for use of the service, without prejudice to mandatory consumer rights where applicable.
7. Prohibited conduct
- Off-platform payment or deals to bypass Hirella protections.
- False information, fake identity, forged professional documents, or review abuse.
- Offensive, discriminatory, or third-party-rights-violating content.
- Unauthorized access, scraping, or attempts to harm infrastructure.
8. Intellectual property
Hirella branding, software, and design remain with their owners. You grant us a limited licence to display content you upload solely to operate the service.
9. Limitation of liability
The platform is provided “as is”. To the maximum extent permitted by law, Hirella is not liable for indirect damages, lost profits, or quality of third-party work.
Our aggregate liability for an incident is capped at fees paid for that request in the prior 12 months, unless law prohibits this cap.
10. Changes and contact
We may update these terms; the date above reflects the latest version. Continued use after changes constitutes acceptance.
Legal or support questions: use Contact support in the app menu to chat with our team.