Platform Rules

What these rules are for

Treto is where someone looking for a service meets a professional who provides it. For that to work, both sides need to know what is expected of them.

These rules form part of the Terms of Service. They apply to everyone using Treto — clients and professionals alike. If someone breaks them, we can act in the ways described in the last two sections.

They are not written as a legal trap. They are written so that what is and is not acceptable is clear in advance.

Who can use Treto

Treto is for people aged 18 and over.

One person, one account. If you lose access to your account, contact us rather than creating a new one — a second account makes it impossible for us to see your booking and review history.

The account is yours. Do not lend it, sell it, or give your credentials to anyone else.

What we expect of each other

When you book a service

Only book a time you will actually attend. Behind every booking is a specific person who has set that time aside for you and cannot serve anyone else during it.

If something changes, cancel as early as you can. A late cancellation is inconvenient; silence and a no-show is worse.

Tell the professional in advance what they need to know — allergies, health conditions, pregnancy, anything that could affect how the service goes. Without that information they cannot deliver it safely.

Treat the professional with respect. That applies to chat messages as much as to meeting in person.

When you offer a service

Describe the service as you actually deliver it. Price, duration, content and location must match reality. Photographs must be your own work, not taken from the internet or from someone else's portfolio.

Hold every trade licence, permit and certification your service requires. You confirm this explicitly each time you publish a service. Treto does not verify these and cannot vouch for them — the responsibility is yours.

Honour the bookings you accept. If you have to cancel, tell the client yourself and as early as possible. Repeatedly cancelling at short notice is grounds for us to step in.

You can move a booking to another time instead of cancelling it, and for a client that is usually the better of the two. It is not a way around the sentence above: repeatedly moving bookings, or moving them at the last minute, is grounds for us to step in for the same reason. A booking moved into the distance so that the client gives up and cancels it themselves is a cancellation, whatever it is called.

Reply to clients within a reasonable time. An unreachable professional is worse for a client than no professional at all.

You may turn a booking down — you do not have to accept every one. Turning it down because the slot is taken, the journey is too far, or you and the client cannot agree on what is to be done is your own business. What you may not do is refuse on the grounds the Czech Anti-Discrimination Act (no. 198/2009 Coll.) prohibits: race, ethnic origin, nationality, sex, sexual orientation, age, disability, religion or belief. Offering a service to the public brings you within that Act.

You provide the service, not Treto. The contract for the service is between you and the client. Treto is not a party to it, does not set prices, and does not enter into your relationship with the client.

Cancellations and no-shows

Bookings on Treto are not paid in advance today, and Treto accepts no payments. You pay the professional directly for the service.

It follows that cancelling a booking on Treto creates no payment obligation towards us. A professional may, however, have their own cancellation terms — and if they do, they must tell you about them before the booking is confirmed. Terms you first hear about afterwards do not bind you.

Not turning up without cancelling is the worst outcome for both sides. We track how often it happens on individual accounts and handle repeat cases under the consequences section below.

The deadlines this rests on:

Marking a no-show is a correction to the record, not a one-shot choice: a professional who sees in the evening that a booking was closed as completed has 24 hours to correct it — and can equally undo the correction if they got it wrong.

If you believe a no-show was marked unfairly, get in touch and we will look into it.

Reviews

Reviews are what trust in the whole catalogue rests on, so the rules for them are stricter than for the rest of the content.

A confirmed booking can be reviewed in three cases: the service was completed, the professional marked a no-show, or the professional cancelled less than 24 hours before the start. You cannot review a professional you never had a booking with, a booking you cancelled yourself, or a booking Treto cancelled after blocking an account.

In two of those three the service did not take place, so the review carries the label "Service did not take place". It is one shared wording for both situations — we do not decide who is at fault, and we do not imply it through our choice of words either. The reader simply knows the review is not about work performed.

A professional marking a no-show does not cost the client their review, and that is deliberate. Otherwise removing criticism would be one click away.

What it does affect is the number: the stars on a no-show review count towards neither the service's rating nor the professional's overall one. The review is published, label and all, and can be read; only its score is left out. Were it otherwise, recording a no-show honestly would cost the professional their rating, and professionals would stop recording no-shows at all. A review written after a professional cancelled late does count — the Terms set both rules out in full.

This is why a professional's average can be computed from fewer reviews than you can see listed under it. The caption beneath the average always says how many it was computed from — we do not make up the difference and we do not hide it.

Write about your own experience of that specific service. A review is not the place for disputes unrelated to the service, for personal attacks, or for advertising.

One review per booking. If you delete it you cannot write another for the same booking — so think before deleting.

The rating itself appears immediately; a review with text appears after a check. We check whether the text breaks the rules, not whether the professional likes it.

Reviews cannot be bought, traded or paid for — not with a discount, not with a free service. This binds both sides: a professional must not make a review a condition of any benefit, and a client must not offer one in exchange for a benefit.

A professional has the right to reply to a review. The reply is bound by the same rules as the review itself.

We do not remove a review at a professional's request simply because it is unfavourable. We remove it if it breaks these rules or the law.

Contact details do not belong in a review or in a reply to one. A review is read by strangers, and a telephone number left in one stays there for all of them. A review or a reply containing a telephone number, an email address or a link is not accepted — take them out and send it again. This is not the plate in the chat, which hides and delivers; here nothing is published at all until the contact details are gone.

Content that does not belong on Treto

None of the following may appear in a profile, a service description, a photograph, a review or a message:

• content that breaks the law or calls for it to be broken,
• insults, threats, harassment and hate speech — including on grounds of race, ethnicity, nationality, religion, sex, sexual orientation, age or disability,
• sexually explicit content,
• other people's personal data published without their consent,
• other people's photographs, text and trade marks used without permission,
• false or misleading claims about your qualifications, licences or experience,
• advertising for services outside Treto, and attempts to move communication elsewhere in order to bypass the platform,
• spam, bulk messaging and links to harmful content.

The second-to-last of those is enforced automatically, and you will see it happen. Until the two of you have a confirmed booking between you, telephone numbers, email addresses and links written into a message are hidden from the recipient — both sides see a plate where they stood. Nothing is deleted: your message is stored as you wrote it and opens in full once a booking between you is confirmed. Nobody is refused, either — the message is delivered. But repeating it is a breach of the rule above, we count the attempts, and a persistent pattern reaches a moderator. The Terms of Service say why we do it.

Services that cannot be offered on Treto

The basic rule: you may only offer a service for which you hold every licence the law requires, and which does not breach Czech law.

Some things are not open to discussion. The following have no place on Treto. What counts is the nature of the conduct, not what the listing calls it:

• selling, producing or arranging drugs and other narcotics,
• weapons, ammunition, explosives and their components,
• stolen goods, and forged documents, money, diplomas or certificates,
• anything whose subject matter is a human being — human trafficking, forced labour, people smuggling, pimping,
• anything that sexualises a child — without exception, in any form, however it is described.

This list is not exhaustive. If we come across any of it we act at once: the service and the account go without prior warning and we tell you afterwards, as the moderation section allows in urgent cases. That does not take away your right to appeal the decision. Depending on what it is, we report the case to the Czech Police.

Beyond that, the following cannot be offered on Treto:

• Injectable procedures that break the skin — botulinum toxin, fillers, mesotherapy and the like. In the Czech Republic these are health services under Act No. 372/2011 Coll., not a trade, and require authorisation to provide health services.
• Anything presented as diagnosis or treatment of a health condition. The method does not matter — what matters is what you promise.
• Laser and IPL procedures.
• Veterinary treatment. Pet care, grooming and clipping are welcome; treatment, diagnosis and administering medicines are not.
• Dispensing or selling medicines and supplements marketed with a therapeutic claim.
• Sexual and adult services.
• Fortune telling, clairvoyance, card reading, astrology and similar esoteric services. The law does not prohibit them; there is still no place for them here. The only category they could go under is Psychology, and they have no business sitting beside people qualified in it. Paid "curse removal" or "fixing your fate" is an exploitation of distress, not a service.

A few areas where the line is often unclear:

Permanent make-up, microblading, piercing and tattooing can be offered on Treto. They are not prohibited. Under Act No. 258/2000 Coll. they are, however, activities of epidemiological significance: the premises must be approved by the regional public health authority and you must have an approved operating procedure. By publishing such a service you confirm you meet those conditions.

Psychological counselling can be offered. It must not be presented as treatment of a mental illness or as psychiatric care.

Services for minors can be offered — children's hairdressing is a normal and legitimate service. A minor cannot hold an account or be the person booking, however: the booking is made by a parent or legal guardian, who is present at the service or has demonstrably consented to it.

If you are not sure where your service falls, ask us before you publish it.

When you find something

If you come across content that breaks these rules or the law, report it. Services, profiles and reviews each have a report button; you can also contact us directly.

Say what the report concerns and what you believe the problem is. The more specific the report, the faster we can assess it.

We assess every report and tell you the outcome. We also tell the person whose content it concerns, together with the reason for the decision, unless the law prevents us.

When you want no contact with someone

Reporting and blocking are two different things. A report tells us there is a problem somewhere and we assess it. A block is your own decision — you explain it to nobody and we do not review it.

You can block anyone, from the conversation itself or from security settings. That page also lists everyone you have blocked and is where you lift a block. Only the person who set it can lift it.

A block stops messages and new bookings between you, in both directions. The other side sees that the conversation is unavailable, but is not told who set the block or why.

Three things a block will not do for you:

• It does not cancel a live booking. Block someone you have an open booking with and you lose the ability to sort that booking out. If you want it to end, cancel it — the block will not do it for you.
• It does not stop reviews. It takes nobody's right to review a booking that took place, or to reply to one. The blocking section of the Terms of Service has the detail.
• It does not tell us anything. If this is about threats, harassment or fraud, please add a report to it. A block protects you; a report also protects the next person it would have happened to.

What we can do, and how to challenge it

Depending on severity and repetition, we may:

• warn you about the breach,
• hide or remove specific content — a service, a photograph, a review or a message,
• block the account temporarily, for a stated period,
• block the account permanently.

We aim for the least severe measure that solves the problem. We do not block accounts over a first minor lapse. For content that endangers someone's safety we may act immediately and without prior warning.

What a block means. You can still sign in, but all you see is a screen with the reason and the address to appeal to — the only parts of Treto left open to you are the legal documents and the contact page. You cannot publish services, book, send messages or receive them. Your services leave the catalogue, your public profile stops being reachable, and future bookings are cancelled with the other side told. The Terms of Service have the detail.

We always give a reason, and it is one of these: Spam, Fraudulent conduct, Harassment, False identity, Terms violation, Other. Where it helps, we add an explanation.

You can appeal any decision we make. Write to the address given in the decision, or via Contacts, within six months of receiving it. A person reviews the appeal, not an automated system. If we find we were wrong, we restore the content or lift the restriction.

If you disagree with the outcome of the appeal, you have the right to go to court or to a certified out-of-court dispute resolution body.

Changes to these rules

These rules can change — usually because a situation arises that they did not cover. We give notice of substantive changes in advance. The version number and effective date are in the header.