Code of conduct

1. Purpose and Scope

This Code of Conduct establishes the behavioural standards governing the participation of all users on the Viuzi platform, a B2B marketplace designed for use by legal entities and professionals acting in the exercise of their commercial activity. Its purpose is to ensure a professional, safe and respectful environment for all parties interacting through our services marketplace.

This Code of Conduct forms an integral part of the Platform's Terms of Service and is contractually binding on all Users.

This code applies to:

• Service providers: Professionals, technicians and companies offering maintenance and professional services through the platform.
• Service requesters: Businesses, facilities and legal entities or organisations that contract services through the platform.
• All users: Any person accessing the Viuzi platform, including account creation, use of the messaging system, publication of reviews and any other interaction within the Viuzi ecosystem.

Failure to comply with this Code of Conduct may result in sanctions ranging from a warning to permanent account suspension and, where applicable, legal action.

2. Applicable Regulatory Framework

This Code of Conduct is framed within the following regulations:

• Regulation (EU) 2019/1150 (P2B Regulation) on promoting fairness and transparency for business users of online intermediation services.
• Regulation (EU) 2022/2065 (DSA — Digital Services Act) on a single market for digital services.
• Regulation (EU) 2016/679 (GDPR) on the protection of personal data.
• Directive (EU) 2019/1937 on the protection of persons who report breaches of Union law.
• Regulation (EU) 2018/302 on unjustified geo-blocking.
• Regulation (EU) 2024/1689 (AI Act) on artificial intelligence.
• Directive (EU) 2019/882 (European Accessibility Act).
• Directive 2006/114/EC concerning misleading and comparative advertising between businesses.
• Spanish law as the governing law of this Code, without prejudice to the mandatory rules applicable in each country where the user is established.

3. General Professional Conduct Expectations

All Viuzi users must act in accordance with the following fundamental principles:

• Honesty: Provide truthful and accurate information in all aspects of their interaction with the platform, including profiles, service descriptions, ratings and communications.
• Respect: Treat all other users with dignity, courtesy and professional respect, regardless of their origin, identity or circumstances.
• Professionalism: Maintain professional conduct in all interactions, both on the platform and in the in-person provision of services.
• Responsibility: Fulfil commitments made, respect agreed deadlines and take responsibility for one's own actions.
• Cooperation: Collaborate in good faith with other users and with the Viuzi team to resolve any inconvenience or dispute that may arise.
• Legality: Comply with all applicable laws and regulations in their jurisdiction, including, among others, commercial, labour, tax and data protection laws.

4. Service Provider Obligations

4.1 Accurate Profile and Qualifications

Service providers must:

• Maintain an up-to-date profile with truthful information about their qualifications, experience and services offered.
• Provide only certifications, licences and credentials that are authentic and valid.
• Not exaggerate or misrepresent their skills, experience or professional capabilities.
• Update their profile promptly when their qualifications, certifications or available services change.

4.2 Professional Service Delivery

Providers must deliver their services professionally, which includes:

• Performing the work in accordance with the quality standards of their industry or speciality.
• Using appropriate materials and tools that are in good condition.
• Respecting the requester's property and leaving the work area in appropriate condition.
• Complying with applicable health and safety regulations during service provision.
• Informing the requester about any problem, risk or unexpected condition that arises during the service.

4.3 Timely Communication and Compliance

Providers must maintain effective and timely communication:

• Respond to queries and messages from requesters within a reasonable timeframe.
• Confirm service appointments and schedules with sufficient advance notice.
• Immediately notify of any delay, cancellation or change to the scheduled service.
• Complete services within agreed deadlines or communicate the reasons for any delay.

4.4 Fair Pricing

Providers must establish prices in a fair and transparent manner:

• Prices must reasonably reflect the value of the service, materials and time required.
• Any additional costs that may arise during service provision must be communicated and agreed with the requester before being incurred.
• Unilaterally modifying prices once a proposal has been accepted is prohibited, except by documented mutual agreement.

4.5 Appropriate Licences and Insurance

Providers must comply with all legal requirements for the provision of their services:

• Maintain all licences and permits required by applicable legislation for the services they offer.
• Hold adequate professional liability insurance for the services provided.
• Provide licence and insurance documentation when requested by the platform.
• Notify the platform of any change in the status of their licences or insurance.

5. Service Requester Obligations

5.1 Accurate Job Descriptions

Requesters must provide clear and accurate information about the services they require:

• Describe in detail the work to be performed, including scope, specifications and expectations.
• Provide photographs or relevant documents when necessary to clarify the required work.
• Report any special site conditions or restrictions that may affect service provision.
• Clearly indicate expected deadlines and any urgency requirements.

5.2 Safe Working Conditions

Requesters must ensure that the premises where the service will be provided are safe:

• Provide adequate and safe access to the work area.
• Inform the provider of any potential hazards present on the premises (hazardous materials, structural conditions, animals, etc.).
• Ensure that the premises comply with basic safety and health standards.
• Not ask providers to perform tasks that endanger their safety or contravene applicable safety regulations.

5.3 Timely Payment

Requesters must fulfil their payment obligations promptly:

• Make payments exclusively through the Viuzi platform.
• Make payments in accordance with the agreed terms and within the established timeframes.
• Not attempt to negotiate payments outside the platform to evade service fees.

5.4 Respectful Communication

Requesters must communicate with providers in a respectful and constructive manner:

• Treat providers with courtesy and professional respect.
• Provide constructive feedback on the service received.
• Communicate any concern or dissatisfaction through the platform's appropriate channels.
• Not use offensive, threatening or demeaning language in communications.

6. Prohibited Conduct

The following conduct is strictly prohibited on the Viuzi platform and may result in the suspension or permanent removal of the account, as well as legal action where applicable:

6.1 Discrimination

Any form of discrimination based on the following is prohibited:

• Race, ethnic origin or skin colour.
• Gender, gender identity or gender expression.
• Religion or belief.
• Nationality or national origin.
• Physical, mental or sensory disability.
• Sexual orientation.
• Age.
• Marital status, family situation or pregnancy.
• Socioeconomic status.
• Any other condition protected by applicable law.

6.2 Harassment or Threats

Any behaviour constituting harassment or intimidation is prohibited, including:

• Verbal, written or implicit threats.
• Sexual harassment in any of its forms.
• Intimidation or coercive behaviour.
• Repeated harassment after cessation of the conduct has been requested.
• Stalking or unwanted following, both online and offline.
• Publishing personal information of other users without their consent (doxing).

6.3 Fraud or Misrepresentation

Any act of fraud or misrepresentation is prohibited, including:

• Providing false information in a profile, qualifications or experience.
• Using false identities or impersonating others.
• Manipulating the payment system or service conditions.
• Presenting forged documents (certifications, insurance, licences).
• Charging for services not rendered or materials not used.

6.4 Off-Platform Payments

It is strictly prohibited to make or request payments outside the Viuzi platform for services contracted through it:

• Requesting or accepting cash payments, direct bank transfers or any other payment method external to the platform.
• Offering discounts or incentives in exchange for payments made outside the platform.
• Sharing personal banking or payment details with other users to circumvent Viuzi's payment system.

6.5 Fake Reviews or Review Manipulation

Any practice that compromises the integrity of the review system is prohibited:

• Publishing fake reviews, whether positive for oneself or negative for competitors.
• Requesting, purchasing or exchanging reviews.
• Offering incentives (discounts, free services, payments) in exchange for positive reviews.
• Threatening or pressuring other users to modify or withdraw reviews.
• Creating multiple accounts to publish reviews.

6.6 Shared Accounts or Unauthorised Access

The following are prohibited:

• Sharing account credentials with third parties.
• Allowing another person to use your account to offer or contract services.
• Accessing or attempting to access other users' accounts without authorisation.
• Creating multiple accounts to circumvent platform restrictions or sanctions.

6.7 Spam or Unsolicited Communications

The following are prohibited:

• Sending mass or repetitive unsolicited messages to other users.
• Using the platform's messaging system for advertising purposes unrelated to the services offered.
• Sending unsolicited links or content to other users.
• Using automated means to send communications through the platform.

6.8 Illegal Activities

It is strictly prohibited to use the Viuzi platform for any illegal activity, including:

• Offering or requesting services that are illegal in the relevant jurisdiction.
• Using the platform for money laundering or financing of illicit activities.
• Evading tax obligations related to services rendered or contracted.
• Any other activity that contravenes applicable legislation.

6.9 Anti-Competitive Practices

Price coordination, market sharing, or exchange of competitively sensitive information between providers is expressly prohibited under Article 101 TFEU and national competition law.

Use of Platform data to contact customers or providers directly outside the Platform, the coordinated submission of false reports against competitors, and any form of deliberate interference with third-party contracts or relationships is prohibited, in accordance with applicable competition and unfair commercial practices law.

6.10 Use of Artificial Intelligence for Fraudulent Conduct

The use of artificial intelligence to create fake profiles, generated photographs, fraudulent descriptions or automated ratings is expressly prohibited, in accordance with Regulation (EU) 2024/1689 (AI Act).

6.11 Declaration of Conflicts of Interest

Users must declare material conflicts of interest before contracting through the Platform (shareholding, family relationship with representatives of the other party, etc.).

The declaration of conflicts of interest shall be made through the Platform's messaging system, communicating it to the Requester before accepting the proposal, or by written communication to compliance@viuzi.com when the conflict affects the relationship with Viuzi.

7. Content Standards

All user-generated content on the Viuzi platform, including profiles, service descriptions, messages, reviews and any other material, must comply with the following standards:

• Truthfulness: Content must be accurate and not misleading.
• Legality: Content must not infringe intellectual property rights, privacy rights or any applicable law.
• Respect: Content must not be offensive, defamatory, obscene or discriminatory.
• Relevance: Content must be related to the services offered or requested on the platform.
• Confidentiality: Content must not include confidential information of third parties without their express consent.
• Security: Content must not contain malicious software, links to harmful sites or any material that could compromise the security of other users or the platform.

Viuzi reserves the right to remove any content that does not comply with these standards, without prior notice.

Viuzi's content reporting system meets the requirements of Article 16 of Regulation (EU) 2022/2065 (DSA) regarding notice-and-action mechanisms.

The content standards established in this Section are complemented by the Content and Moderation Policy (available at https://www.viuzi.com/legal/politica-de-contenido-y-moderacion), which details moderation procedures, notice-and-action mechanisms, and the appeals system under the Digital Services Act (DSA).

8. Intellectual Property of User Content

The user retains ownership of their content and grants Viuzi a non-exclusive, worldwide, royalty-free licence to display it on the Platform during the term of the contract. Viuzi will not transfer content to third parties without consent. See the Intellectual Property Policy for full details.

9. Geo-Blocking and Non-Discrimination by Country

In accordance with Regulation (EU) 2018/302 on unjustified geo-blocking, providers and requesters may not be refused service or treated differently on the basis of their country of establishment within the European Economic Area.

10. Digital Accessibility

Viuzi is committed to meeting the digital accessibility requirements of Directive (EU) 2019/882 (European Accessibility Act). Users who experience accessibility barriers may contact accessibility@viuzi.com.

11. Non-Discrimination Policy

Viuzi is firmly committed to equal treatment and non-discrimination, in line with the European Union's Equal Treatment Directives, including:

• Directive 2000/43/EC on equal treatment between persons irrespective of racial or ethnic origin.
• Directive 2000/78/EC establishing a general framework for equal treatment in employment and occupation.
• Directive 2006/54/EC on the implementation of the principle of equal opportunities and equal treatment of men and women in matters of employment and occupation.
• Directive 2004/113/EC on equal treatment between men and women in the access to and supply of goods and services.

(cited by analogy — these directives regulate employment relationships and are not directly applicable to B2B intermediation relationships on the Platform)

By virtue of these principles:

• All users have the right to access and use the platform on equal terms, without discrimination on any of the grounds listed in section 6.1.
• Service providers may not refuse to provide a service for discriminatory reasons.
• Service requesters may not reject a provider for discriminatory reasons.
• Contracting, rating and review decisions must be based exclusively on professional and objective criteria related to service quality.

These anti-discrimination provisions apply by analogy to the Platform's intermediation relationships, not as a direct transposition of employment law.

Viuzi will investigate all complaints of discrimination and take appropriate corrective measures, including suspension or permanent removal of the accounts of users who engage in discriminatory practices.

12. Infringement Classification and Consequences

Failure to comply with this Code of Conduct will result in the application of proportionate measures according to the severity of the infringement, in accordance with the following scheme:

12.1 Infringement Classification Table

12.2 Recidivism

The recidivism calculation period is 12 months. Two warnings in 12 months trigger a temporary suspension. Three warnings trigger a review for possible termination.

12.3 Warning

For minor infringements or first infringements that do not pose an immediate risk to other users:

• Formal notification to the user of the identified infringement.
• Clear description of the conduct to be corrected.
• Deadline for correcting the conduct, where applicable.
• Record of the warning in the user's history.

Before imposing a temporary or permanent suspension, VIUZI ESP, SL will notify the User of the alleged facts and grant a minimum period of five (5) working days to submit representations. This prior hearing guarantee (audiatur et altera pars) shall not apply in the exceptional circumstances of Article 4(5) of the P2B Regulation.

12.4 Temporary Suspension

For repeated infringements, moderately serious infringements or non-compliance with a prior warning:

• Suspension of the user's account for a set period (from 7 to 90 days, depending on severity).
• During the suspension, the user will not be able to access the platform or receive new service requests or assignments.
• Ongoing services may be reassigned or cancelled, as appropriate.
• Acceptance of additional conditions required for account reactivation.

12.5 Precautionary Suspension

In cases of serious and immediate risk, a precautionary suspension is immediate. The affected party will receive a reasoned notification within 24 hours and will have the right to be heard within 5 working days.

12.6 Permanent Suspension

For serious infringements, recidivism after temporary suspensions or conduct that poses a significant risk to other users:

• Permanent removal of the user's account.
• Prohibition on creating new accounts on the platform.
• Retention of disputed funds in accordance with the terms of service. Retained funds will be released or settled within a maximum of ninety (90) calendar days from permanent suspension, unless a judicial or administrative proceeding is ongoing.
• Notification to the user of the decision and its grounds.

12.7 Legal Action

Viuzi reserves the right to take legal action against users who engage in conduct constituting criminal offences or civil violations, including:

• Fraud or deception.
• Threats or harassment constituting a criminal offence.
• Violation of intellectual property rights.
• Any other conduct that justifies the intervention of competent authorities.

Viuzi will cooperate fully with judicial and law enforcement authorities in the investigation of criminal conduct.

For Service Providers, restrictions, suspensions and terminations will be communicated in accordance with Article 4 of Regulation (EU) 2019/1150, with a minimum of thirty (30) days' advance notice on a durable medium, except in the cases provided for in Article 4(5).

13. Reporting Infringements

All Viuzi users have the responsibility and right to report any infringement of this Code of Conduct. Reports may be made through the following channels:

• Platform reporting system: Use the reporting function available on profiles, messages and services to flag infringements directly.
• Email: Send a detailed report to safety@viuzi.com or hola@viuzi.com.

When making a report, it is recommended to include:

• Identification of the user or users involved.
• Detailed description of the reported conduct.
• Approximate date and time of the events.
• Screenshots, photographs or other available evidence.
• Any other information that may be relevant to the investigation.

Viuzi undertakes to:

• Maintain the confidentiality of the reporter, to the extent permitted by law.
• Investigate all reports received diligently and impartially.
• Not take retaliatory action against users who submit reports in good faith.
• Inform the reporter of the outcome of the investigation, within applicable confidentiality limits.

Report handling timelines: Acknowledgement of receipt within 48 hours. Communication of investigation commencement within 5 working days. Resolution or case closure within a maximum of 60 days, extendable with justified reasoning.

Bad faith reports: Reports made in bad faith, with the purpose of harming a competitor or user, constitute an infringement of this Code and will result in disciplinary sanctions against the reporter.

For emergency situations during in-person service provision requiring immediate attention, Users must contact local emergency services (112 in the EU). For urgent security incidents on the Platform, contact safety@viuzi.com. Viuzi is evaluating the activation of a dedicated emergency telephone line, the availability of which will be communicated through the Platform.

14. Whistleblower Protection

In accordance with Directive (EU) 2019/1937 on the protection of persons who report breaches of Union law:

1. Confidential reporting channel. Users may confidentially report breaches of EU laws, fraud, corruption, security risks or other irregularities through the dedicated channel: whistleblower@viuzi.com.
2. Protection against retaliation. Viuzi strictly prohibits any form of retaliation against good-faith whistleblowers, including but not limited to: account suspension, visibility reduction, ranking penalisation or any other unfavourable treatment.
3. Confidentiality. The identity of the whistleblower will be treated as strictly confidential and will only be disclosed when legally required.
4. Responsible person. Report management is supervised by a designated responsible person who acts with independence and impartiality. Reports concerning VIUZI ESP, SL's management will be handled by an independent external legal adviser. The communication channel is whistleblower@viuzi.com.
5. Follow-up. The whistleblower will receive acknowledgement of receipt within seven (7) days and feedback on the measures taken within three (3) months.
6. Oral channel. In addition to the email channel, whistleblowers may request a confidential in-person meeting or video conference by contacting whistleblower@viuzi.com to arrange the appointment, in accordance with Article 8(1) of Directive (EU) 2019/1937.
7. Anonymous reports. Anonymous reports are accepted. Anonymous reports will be investigated with the same rigour as identified reports, although follow-up communication will be limited to the channels provided by the anonymous whistleblower.

15. Statement Against Modern Slavery and Forced Labour

Viuzi prohibits modern slavery, human trafficking and forced labour in any form. Users will not use the Platform to facilitate the exploitation of workers. VIUZI ESP, SL commits to acting with due diligence in accordance with the EU Corporate Sustainability Due Diligence Directive (CSDDD). Any suspicion of forced labour or exploitation must be reported immediately to safety@viuzi.com and to competent authorities.

16. Users' Data Protection Obligations

Users who access personal data of other Users or their employees/clients during service provision must process such data in accordance with the GDPR and applicable data protection legislation. The unauthorised collection, storage or dissemination of personal data obtained through interactions on the Platform is prohibited. Providers visiting Requesters' premises will not collect personal data beyond what is strictly necessary for the provision of the contracted service.

Data portability: Users have the right to access and export their activity data from the Platform in accordance with Article 9 of the P2B Regulation and Article 20 of the GDPR (data portability).

17. Anti-Corruption and Anti-Bribery

Users will not offer, promise, give or accept bribes, illegal commissions or other corrupt incentives in connection with services organised through Viuzi. This includes payments or benefits intended to unduly influence the assignment of services, reviews, dispute outcomes or moderation decisions. Infringements will be reported to the competent authorities in accordance with the Spanish Criminal Code and applicable EU anti-corruption frameworks.

18. Sanctions Compliance

Users will not use Viuzi in violation of applicable economic sanctions, export controls or trade embargoes imposed by the EU, the United Nations or other relevant authorities. Users who are on sanctions lists or who operate in jurisdictions subject to comprehensive embargo are prohibited from registering or using the Platform.

19. Appeal Process

Users who have been subject to disciplinary measures under this Code of Conduct have the right to appeal the decision. The appeal process is as follows:

19.1 Submission of the Appeal

• The appeal must be submitted in writing to hola@viuzi.com within 15 calendar days following notification of the disciplinary measure.
• The appeal must include the grounds on which the user considers the measure to be unjust or disproportionate, as well as any additional evidence supporting their position.

19.2 Appeal Review

• The appeal will be reviewed by a Viuzi team member other than the one who took the original decision.
• The reviewer will assess the available evidence, the appellant's arguments and the circumstances of the case.
• The review period will be a maximum of 30 calendar days from receipt of the appeal.

19.3 Resolution

• The user will be notified in writing of the resolution of their appeal, including the grounds for the decision.
• Possible resolutions include: revocation of the measure, reduction of the sanction, or confirmation of the original measure.
• The resolution of the appeal is final within Viuzi's internal process.

19.4 Additional Rights

Nothing in this appeal process limits the professional User's rights under applicable law, including the right to recourse to P2B mediation bodies, the Digital Services Coordinator (CNMC) or the competent courts.

20. Amendments to the Code of Conduct

Viuzi may amend this Code with a minimum of 15 days' advance notice before the changes take effect, in accordance with Article 3(1) of Regulation (EU) 2019/1150. Notification will be made by email and/or notification on the Platform. The professional user will have the right to terminate their relationship with the Platform before unfavourable changes take effect, in accordance with Article 3(2) of the P2B Regulation.

21. Applicable Law and Dispute Resolution

This Code is governed by Spanish law, without prejudice to the mandatory rules of each user's country of establishment. For users in Spain, the mandatory rules of Spanish law will also apply. Disputes will be submitted to the courts of Málaga (Spain), unless the user's mandatory rules provide otherwise. Viuzi facilitates access to external mediators in accordance with Article 12 of the P2B Regulation.