Public Offer for Customers

1. General provisions

1.1. This document is a public offer by UBASE LLC (the “Platform”, “UBASE”) addressed to any individual (the “Customer”) and contains the terms for providing services through the UBASE mobile app.

1.2. In accordance with the legislation of the Republic of Uzbekistan, this document is a public offer (articles 369–373 of the Civil Code of the Republic of Uzbekistan, the Law “On Electronic Commerce” ZRU-792).

1.3. Acceptance of the offer is registration in the UBASE mobile app, ticking the agreement with the offer terms and/or placing the first order using the App.

1.4. The offer takes effect upon acceptance and is valid until it is withdrawn by the Platform or the Customer stops using the App.

2. Terms and definitions

3. Subject of the offer

3.1. The Platform provides the Customer with information-technology services for matching a Master to perform household work (plumbing, electrical, small repairs).

3.2. UBASE is an operator of a digital information platform and provides information-technology services. UBASE is not a party to the contract for repair work, the Master’s employer, a payment organization, an escrow service, or a recipient of the Customer’s payment for repair work.

3.2.1. The Platform acts as an information intermediary between the Customer and the Master. The Platform is not the performer of the work, the contractor, the Master’s employer, a payment agent for the repair, or a party to the contract for repair work between the Customer and the Master. The Platform provides an information-technology service to connect the Customer and the Master.

3.3. The Platform does not accept payment for repair work and does not replace the arrangements between the Customer and the Master regarding the services actually rendered. The Platform provides the digital recording of the order, the Checklist, statuses, in-service messages, and support channels.

3.4. From the moment the Master accepts the order and the Checklist is agreed, the obligations to perform the work arise directly between the Customer and the Master with respect to the repair work, while the Customer’s relationship with the Platform is limited to the use of the UBASE digital service.

4. Procedure for placing and performing an order

4.1. Calling a master

4.1.1. The Customer selects a service category in the App.

4.1.2. The Customer reviews the Price list with fixed prices for standard jobs and compiles a list of work before submitting the order, or chooses the option where the Checklist is compiled by the Master after inspection under the App’s rules.

4.1.3. The Customer provides a description of the problem (optional), the site address, and confirms the minimum order amount terms displayed in the App. The base minimum value is 150,000 (one hundred fifty thousand) UZS; the Platform may change the threshold through the service settings, and the current value is shown to the Customer before the call-out.

4.1.4. A separate fixed master call-out fee does not apply and is not a mandatory order line. The total payable is formed from the agreed Checklist and cannot be lower than the minimum order amount; where needed, the difference up to the minimum is shown as a “Guaranteed minimum call-out” line under the App’s rules.

4.1.5. The Customer taps the “Call a master” button in the App.

4.1.6. The Platform automatically assigns the nearest available Master of the relevant category.

4.1.7. The Platform does not guarantee the assignment of a specific Master, the mandatory availability of a free Master at any moment, or the exact arrival time. The estimated arrival time and other forecast indicators are approximate.

4.2. Work checklist

4.2.1. Upon arrival at the site, the Master inspects the scope of work and compiles a Checklist from the Platform’s Price list.

4.2.2. The Master does not set prices independently — all prices are taken from the UBASE Price list.

4.2.3. The Checklist is sent to the Customer for approval through the App.

4.2.4. The Customer has the right to:

• Approve the Checklist in full
• Decline individual items
• Decline all the work (the payment consequences are determined by the minimum-order-amount rules and this offer)

4.2.5. Work begins only after the Customer approves the Checklist.

4.2.6. Approval of the Checklist in the App is deemed confirmation of the list, scope and cost of the agreed work at the moment work on the order begins.

4.3. Additional work

4.3.1. If additional work is needed during the job, the Master adds it to the Checklist from the Price list.

4.3.2. Additional work is performed only after the Customer’s approval in the App.

4.4. Completion and acceptance

4.4.1. Upon completion, the Master marks all Checklist items as done.

4.4.2. The Customer confirms acceptance of the work in the App.

4.4.3. After confirmation, the App generates a final order summary detailing all the agreed and completed work. This summary is an internal App document and does not replace the fiscal receipt, which, where necessary, is issued by the Master in the manner prescribed by the legislation of the Republic of Uzbekistan.

4.4.4. Information about the order, statuses, correspondence and confirmations in the App may be used by the Platform as evidence of the placement, performance, cancellation or dispute of an order.

5. Cost of services and payment procedure

5.1. The cost of the work is determined based on the Price list published in the App.

5.2. The Price list is revised by the Platform no more than once per quarter.

5.3. The minimum order amount is set by the Platform and shown in the App at checkout: base 150,000 UZS during the day period and 200,000 UZS during the night period (see clause 5.5). The total payable under the agreed Checklist is no lower than the applicable minimum; the applicable minimum is fixed at the moment the Customer confirms the order.

5.4. A separate fixed call-out fee is not charged to the Customer. Compensation for the Master’s call-out is accounted for within the minimum order amount and the single Checklist payment total.

5.5. Day and night tariff. The Price list contains a day price and, where set, a night price for each service.

• Day period — from 08:00 to 20:00 (Asia/Tashkent time): the day price applies, minimum order amount 150,000 UZS.
• Night period — from 20:00 to 08:00: the service’s night price applies (the day price if no night price is set), minimum order amount 200,000 UZS.
• No multipliers are applied to the price; the applicable price and minimum are shown to the Customer before order confirmation and fixed at the moment of confirmation (a change of period during the work does not change the amount).
• The UBASE service fee is the same during the day and night periods.

5.6. Prices do not include the cost of materials. Materials are paid for separately.

5.7. Payment methods:

• Cash — directly to the Master
• Bank transfer to the Master’s card — by agreement of the parties, directly to the Master

5.8. The Platform does not withhold or block the Customer’s money for repair work. Payment is made to the Master directly after the Checklist is agreed and the performance of the work is confirmed, unless expressly provided otherwise by law or a separate Platform service.

5.9. The obligation to issue a cash or other fiscal document for repair work lies with the Master in cases where such an obligation is provided for by the legislation of the Republic of Uzbekistan.

6. Work quality guarantee and assistance in guarantee cases

Important: UBASE is an operator of a digital information platform and provides information-technology services. UBASE is not a party to the contract for repair work, the Master’s employer, a payment organization, an escrow service, or a recipient of the Customer’s payment for repair work. The quality guarantee for the work performed is provided by the Master. UBASE assists the Customer in exercising their rights but does not provide the work itself and does not compensate losses from its own funds.

6.1. The Master’s guarantee

6.1.1. For all work performed through the Platform, the Master provides the Customer with a quality guarantee for a period of 6 (six) months from the day the Customer accepts the work (confirmation of the checklist in the App).

6.1.2. The terms and procedure of the guarantee are in the document “UBASE Master Work Quality Guarantee”. The Master accepts these terms by a separate electronic acceptance at registration in the App.

6.1.3. In accordance with article 19 of the Law of the Republic of Uzbekistan “On Protection of Consumer Rights” (No. 221-I dated 26.04.1996, as amended by ZRU-746 dated 18.01.2022), when defects in the work are found the Customer has the right to demand:

• Free remedy of the defects;
• A proportionate reduction of the price of the work;
• Re-performance of the work of the same quality;
• Termination of the contract for work and a refund of the amounts paid, with compensation for losses.

6.1.4. The guarantee does not cover the cases listed in the document “UBASE Master Work Quality Guarantee”, clause 2.3 (natural wear and tear, intervention by third parties, changes made by the Customer after acceptance of the work, force majeure, the Customer’s breach of the Master’s instructions, orders in the “Cleaning” category).

6.2. The Master’s duties when a claim is raised

6.2.1. The Master must visit the Customer to inspect and remedy the defects within 1–2 business days of confirming the claim.

6.2.2. The Master must remedy the defects free of charge for the Customer within 7 (seven) days of the visit.

6.2.3. All costs of remedying the defects (call-out, materials, working time) are borne by the Master.

6.3. Procedure for raising a claim

6.3.1. The Customer may raise a claim via the “Complaints” section in the App within the guarantee period specified in clause 6.1.1.

6.3.2. The claim must contain a description of the defect, photos and/or video, and the desired remedy.

6.3.3. The Platform notifies the Master of a received claim within 24 hours of receiving it.

6.3.4. The Platform reviews the claim within 48 hours of receiving it, unless a different period is required by the nature of the review. When reviewing, the Platform takes into account the Master’s rating, photos (before and after), order history and other evidence.

6.4. The Platform’s assistance

6.4.1. Based on the review of a claim, the Platform may apply measures to the Master: a warning, temporary access restriction, reduced assignment priority, permanent account block.

6.4.2. UBASE does not compensate the Customer’s losses from its own funds. A refund of the repair cost is made by the Master directly to the Customer in the manner established by the Guarantee and the Law “On Protection of Consumer Rights”.

6.4.3. If the Master fails to remedy the defects within the set deadlines, the Customer has the right to:

• Apply to the Consumer Protection Committee of the Republic of Uzbekistan;
• Apply to a court of general jurisdiction with a claim against the Master.

6.5. Master identification

6.5.1. The Platform guarantees that all Masters have passed identity verification through the state MyID system.

6.5.2. The Platform may request additional information and materials from the Customer. Failure to provide sufficient data may affect the ability to review the claim on the merits.

7. Order cancellation

7.1. Before a Master is assigned: free cancellation. If no payment was made through the Platform, no monetary refund applies.

7.2. After assignment, before the Master arrives: the Customer may cancel the order through the App. If no payment was made through the Platform, no monetary refund applies. In case of systematic unjustified cancellations, false call-outs, service abuse, or bad-faith behavior, the Platform may restrict the Customer’s access to certain features or the account. The restriction period may not exceed 30 calendar days from the moment the Customer is notified. If the review is not completed within that period, the Platform must notify the Customer of an extension with reasons.

7.3. After the Master arrives: before the Checklist is agreed and work begins, the Customer pays the Master directly the amounts provided for by the service rules and the agreed list of work (taking into account the minimum order amount). The terms of non-refund of expenses already incurred are determined by the payment procedure agreed between the parties and by this offer.

7.4. After the Checklist is approved: if the order is terminated, the Customer pays the Master directly for the work actually performed and agreed, in the scope determined by the Checklist and the App’s rules (without a separate mandatory call-out fee).

8. Liability of the parties

8.1. The Platform is not liable for:

• An incorrect description of the problem by the Customer
• The absence of the necessary materials at the site
• Force-majeure circumstances defined in section 12 of this offer
• The Master’s acts or omissions outside the functionality and rules of the Platform
• The Master’s tax and fiscal obligations for the repair
• Service interruptions caused by the actions of telecom operators, payment providers, government integrations, a failure of the user’s device, or other external causes

8.2. The Customer undertakes to:

• Provide access to the place where the work is performed
• Ensure safe conditions for the Master’s work
• Not pressure the Master to change prices
• Treat the Master with respect

8.3. The Customer is responsible for the accuracy of the address and contact details provided.

8.4. The Customer confirms that they have the right to admit the Master to the site (as owner, tenant, family member of the owner or other authorized person), to order the relevant work and agree on its performance, and undertakes not to use the Platform for unlawful purposes.

8.5. The Customer undertakes to settle with the Master the matters of actual payment for the work performed, unless this is expressly implemented by a separate Platform payment service.

9. Personal data

9.1. At registration, the Customer consents to the processing of personal data in accordance with the Law of the Republic of Uzbekistan “On Personal Data” (ZRU-547). Consent is given separately from acceptance of this offer.

9.2. The Platform processes the following personal data of the Customer:

• Full name
• Phone number
• Address (when placing an order)
• Location data (when creating an order, not tracked outside the order context)
• Photos (when describing the problem, at the Customer’s choice)
• Order history, reviews, rating

9.3. Purposes of processing: providing the Platform’s services, matching a Master, showing the estimated arrival time, generating the checklist, resolving disputes, fraud-prevention checks, performing obligations under this offer.

9.4. The Customer has the right to:

• Request information about the data processed
• Demand the correction of inaccurate data
• Demand the deletion of personal data (except data the Platform is required to keep by law — financial records are kept for 5 years)
• Withdraw consent to processing (subject to the inability to further use the service)

9.5. The Customer’s phone number is not shared with the Master directly. Communication is carried out through the Platform.

9.6. Details are in the Privacy Policy document.

10. Dispute resolution procedure

10.1. All disputes and claims related to the use of the Platform are initially resolved through negotiations via the Platform’s support service.

10.2. Before going to court, the interested party may send a claim through the Platform’s contact details. The Platform’s review period for a claim, unless a different period is provided by mandatory provisions of law, is up to 10 business days.

10.3. In case of a dispute between the Customer and the Master about the quality, scope or cost of the work, the Platform acts as a mediator: it reviews the circumstances based on the App’s data (checklist, statuses, correspondence) and issues a recommendation. The Platform’s recommendation does not deprive the parties of the right to go to court.

10.4. The Platform’s dispute review period is up to 48 hours from the moment of the request.

10.5. If resolution is impossible, the dispute is subject to judicial review in accordance with the legislation of the Republic of Uzbekistan.

11. Final provisions

11.1. The Platform may make changes to this offer, notifying Customers through the App at least 14 days in advance.

11.2. Continued use of the App after the changes take effect constitutes agreement with the new version of the offer.

11.3. The parties recognize the legal force of notifications sent through the App interface, SMS, email and other communication channels specified by the user at registration or while using the service. A notification is deemed received: immediately — when displayed in the App interface; 24 hours after sending — for in-app notifications, SMS and email.

11.4. This offer is governed by the legislation of the Republic of Uzbekistan.

12. Force majeure

12.1. The parties are released from liability for non-performance of obligations under this offer if it is caused by force majeure circumstances: natural disasters, epidemics, military actions, acts of state authorities, mass disruptions of telecommunications networks and other circumstances beyond the parties’ control (art. 333 of the Civil Code of the Republic of Uzbekistan).

12.2. The party affected by force majeure circumstances must notify the other party within 3 business days.

13. Legal basis

This offer is drawn up on the basis of:

• The Civil Code of the Republic of Uzbekistan, art. 369–373 (public offer)
• The Law “On Electronic Commerce” dated 29.09.2022 No. ZRU-792
• The Law “On Personal Data” ZRU-547
• The Law “On Payments and Payment Systems” ZRU-578
• The Law “On Protection of Consumer Rights” dated 26.04.1996 No. 221-I (as amended by ZRU-746 dated 18.01.2022)
• The Tax Code of the Republic of Uzbekistan ZRU-756

Details:

UBASE LLC
Republic of Uzbekistan, Tashkent
TIN: _________________
Settlement account: _________________
Bank: Uzum Bank
Email: [email protected]
Phone: _________________