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terms of service

version 2.0 · effective 19 July 2026 · last updated 19 July 2026

draft — not yet legally reviewed. this is a work in progress, not the final published policy.

Version 2.0 — Effective July 19, 2026 (replaces version 1.0 of June 10, 2026; main changes: renting-out offerors recognised as a second, always-labelled offeror type; voice calls removed and voice notes added; moderation, notice-and-appeal procedure aligned with the EU Digital Services Act; AI assistant terms; “make it home” arrangements; Community Guidelines incorporated)

TODO — before publishing (do not ship without completing all of these):

  1. Replace every instance of [LORO LEGAL ENTITY, e.g. Loro B.V., address, KvK number] with the registered legal entity, registered address, Chamber of Commerce (KvK) number, and VAT number.
  2. Have a Dutch lawyer review this entire document for compliance with Dutch and EU consumer law (Burgerlijk Wetboek Boek 6/7, Directive 2011/83/EU, Digital Content Directive (EU) 2019/770) and the Digital Services Act (Regulation (EU) 2022/2065), before it goes live.
  3. Lawyer: confirm the withdrawal-right wording in Section 10; the roommate-preference clause in Section 5(b) against the AWGB private-character exception and the Wet goed verhuurderschap (including whether renting-out offerors’ “seeking” preferences need technical restriction); and the dispute-resolution wording in Section 19.
  4. Set up and monitor the mailboxes referenced here: support@, privacy@, safety@, legal@ (DSA point of contact).
  5. Publish at /legal/terms together with the Privacy Policy, Cookie Policy, Community Guidelines, and Safety Tips.

1. Who we are

The Loro app and the services offered through it (together, the “Service”) are operated by:

[LORO LEGAL ENTITY, e.g. Loro B.V., address, KvK number]

These Terms of Service (“Terms”) are a legally binding agreement between you and us. Our Community Guidelines, published at loro-app.com, form part of these Terms. By creating an account or using the Service, you agree to both. If you do not agree, do not use the Service.

The Service is offered in English and is intended for users in the Netherlands (initially Amsterdam and Den Haag).

2. What Loro is — and what it is not

What Loro is. Loro is a people-first roommate matching service. It helps people find compatible roommates by matching on personality, habits, and lifestyle — before any room enters the picture. There are three kinds of users:

  • Seekers — people looking for a roommate and a place to live. Seekers can match and chat with each other and search together in small groups (“flocks”).
  • Co-living offerors — people who personally live in a home with a spare room and want to find a roommate to share it with.
  • Renting-out offerors — private individuals who offer a room in a home they do not live in. Renting-out offerors are always clearly labelled as such to seekers — they are never presented as flatmates.

Offerors can contact seekers through invites. Both offeror types are verified manually at launch.

Rooms are context, not listings. Loro does not publish rooms. There is no public room catalogue, no room search, and no room browsing. Information an offeror provides about a home (neighbourhood, rent, photos, vibe) exists only as context shared through invites and conversations — it is never a public listing or an advertisement of accommodation.

What Loro is not. Loro is not:

  • a rental agency, housing agency, letting agent, or housing intermediary (bemiddelaar) — we do not mediate in the conclusion of rental agreements and receive no fee tied to any tenancy;
  • a landlord, property manager, or housing provider;
  • a party to, broker of, or guarantor for any tenancy, sub-tenancy, co-tenancy, or other housing arrangement.

Any agreement about housing — including rent, deposits, tenancy terms, registration, and move-in dates — is made exclusively between users, without our involvement. We do not draft, review, negotiate, or enforce housing agreements, we do not collect or hold rent or deposits, and we do not inspect properties. This includes anything users coordinate through the “make it home” feature (Section 9).

3. Eligibility

To use Loro you must:

  1. be at least 18 years old (this is enforced in the Service; accounts of users under 18 are removed);
  2. create one account only, for yourself, in your own name — accounts may not be shared, sold, or transferred;
  3. provide accurate, current, and complete information and keep it up to date, including completing phone number verification;
  4. use the Service for personal, non-commercial purposes only (see Section 6); and
  5. not have been previously suspended or removed from the Service.

Co-living offerors must actually live in the home they describe. Renting-out offerors must be private individuals entitled to offer the room; they are labelled as non-resident offerors throughout the Service. Agencies, letting agents, brokers, and other commercial actors are not permitted in any role.

4. Your account and security

  • You are responsible for the activity that happens on your account and for keeping your sign-in methods (phone number, one-time codes, email, linked Google or Apple sign-in) secure.
  • Never share one-time verification codes with anyone. We will never ask you for them outside the app’s own sign-in flow.
  • Sign out on shared devices. Signing out ends your session and stops push notifications for your account on that device.
  • Notify us at support@loro-app.com immediately if you suspect unauthorised use of your account.
  • We may suspend or restrict an account for security reasons, including suspected compromise or fraud.

5. Community rules (acceptable use)

Loro is built on trust between people who may end up living together. The full rules live in our Community Guidelines; the core obligations are below. When you use the Service, you agree that you will not:

a. Harass or harm others. No harassment, stalking, intimidation, threats, sexual harassment, hate speech, doxxing, or abusive behaviour — in profiles, messages, photos, or voice notes.

b. Discriminate. Discrimination in access to housing is prohibited in the Netherlands (Dutch Equal Treatment Act — Algemene wet gelijke behandeling — and Article 1 of the Constitution). At the same time, Dutch law recognises that choosing who you share your own household with is a personal decision: in genuinely private shared-living situations (a co-living offeror sharing their own home, or seekers choosing each other), expressing genuine personal preferences for the shared household is permitted. What is never permitted: demeaning, hostile, or exclusionary statements about protected groups; selection driven by prejudice rather than genuine shared-living compatibility; and the use of protected characteristics as selection criteria by renting-out offerors, who do not share the household and must select on legitimate, non-discriminatory grounds. Violations lead to removal.

c. Post commercial listings or act commercially. No agencies, letting agents, brokers, sublet businesses, or property marketing. No advertising rooms, services, or products. We verify offerors manually and remove commercial actors.

d. Misrepresent yourself or a room. No fake profiles, impersonation, false age, misleading photos, or materially false information about yourself or a home.

e. Scrape or attack the Service. No scraping, harvesting, or bulk collection of profiles or other data; no automated access (bots, crawlers, scripts); no reverse engineering, probing, or circumventing security or technical measures — including the invite system, profile visibility rules, and blocks.

f. Handle money unsafely. Loro never processes rent or deposits. Do not request, send, or accept rent, deposits, or any housing payments through or because of unverified contact on Loro. Read our Safety Tips — no legitimate user needs money from you before you have met in person and seen the room.

g. Spam or solicit. No spam, chain messages, pyramid or referral schemes, or mass unsolicited contact.

h. Post illegal or inappropriate content. No content that is unlawful, infringes others’ rights (including photos of people who have not consented), or is sexually explicit. User-facing text fields are plain text only.

If you see behaviour that breaks these rules, use the in-app report function or email safety@loro-app.com (Section 13).

6. Your content and licence to us

You own your content. Everything you submit to the Service — profile information, photos, an optional profile video, prompt answers, voice notes, home photos and descriptions, and messages (“User Content”) — remains yours.

Licence. So that we can run the Service, you grant us a non-exclusive, worldwide, royalty-free licence to host, store, reproduce, technically adapt (for example resizing, compressing, or generating previews), display, and transmit your User Content solely for the purposes of operating, providing, securing, and improving the Service. This licence is sublicensable only to the service providers who help us run the Service (for example, our hosting and push-notification providers — see the Privacy Policy). We do not use your User Content for advertising, do not use it to train AI models, and do not sell it to anyone.

Duration. The licence ends when you delete the content or your account, except for (i) copies in routine backups for a limited period, and (ii) content we must retain to comply with law or to handle safety reports.

Your promises. You confirm that you have the rights to everything you post, that photos featuring other people are posted with their consent, and that your User Content complies with these Terms.

Removal. We may remove or hide User Content that violates these Terms or applicable law, following the procedure in Section 13.

7. Messages, voice notes, and group chats

  • Matched users can exchange text messages, photos, and voice notes (short audio recordings). Voice notes are stored like other messages and are deleted with the conversation or your account.
  • Seekers searching together can form flocks with a group chat; flock members can propose new members, and a chat’s appearance settings are shared between its participants.
  • Community rules (Section 5) apply to everything you send. Do not record, screenshot, or share private conversations outside the app in ways that harm another user’s reasonable privacy expectations.
  • In-app voice or video calls are not currently offered. If we introduce them, these Terms will be updated first.

8. AI assistant (“ask loro”)

The in-app help assistant is powered by artificial intelligence — you are talking to an AI system, not a human, and the app tells you so where the conversation starts. The assistant answers questions about using Loro. Its answers are provided for general guidance only: they can be incomplete or wrong, and they are not legal, financial, or housing advice. Do not share sensitive personal information in the assistant chat. Conversations are processed as described in the Privacy Policy and are not stored on our servers.

9. “Make it home” arrangements

Matched users can record in the app that they have decided to live together (an “arrangement”), which updates what the participants see (for example, a “living with” card and, for seekers, hiding their profile from discovery). An arrangement in Loro is a coordination feature only: it is not a tenancy or rental contract, creates no rights to housing or payment, and has no legal effect between the users. Whatever the users agree about the actual housing happens outside Loro (Section 2). Participants can end the arrangement state in the app at any time; doing so only changes app state (for seekers, their profile becomes discoverable again).

10. Invite credits, payments, and the free period

Free at launch. During the current launch period, sending and receiving invites is free and invites are delivered unblurred. We will announce clearly in the app before any paid mechanic is (re)activated.

What offerors will be able to buy. When paid packs are active, offerors can purchase one-time invite packs — bundles of consumable credits used to send invites to seekers. Pack contents and prices are shown in the app before purchase. Prices are in euros and include VAT where applicable.

No subscription in v1. The current version of the Service offers no subscriptions and no recurring charges. If we introduce a subscription in the future, it will come with its own clear terms, pricing, and consent flow before any recurring payment is taken.

Payment processing. Payments are processed by Stripe. Your card or payment details are entered directly into Stripe’s payment interface and are never seen or stored by us. Credits are added to your account only after Stripe confirms the payment to us.

Nature of credits. Credits: have no monetary value and are not money, deposits, or investments; are personal to your account and non-transferable; cannot be exchanged or redeemed for cash; are non-refundable once spent (i.e. once used to send an invite); and remain available on your account until used or until your account is deleted. Deleting your account forfeits unused credits, except where a refund is required by law.

EU right of withdrawal (14 days) — digital content. If you are a consumer in the EU, you normally have the right to withdraw from a distance purchase within 14 days without giving a reason. Invite packs are digital content not supplied on a tangible medium. When you buy an invite pack: you expressly request and consent to immediate performance — the credits being added to your account right away, before the 14-day withdrawal period ends — and you acknowledge that you lose your right of withdrawal once we have fully performed, i.e. once the credits have been delivered to your account (Article 6:230p(g) of the Dutch Civil Code; Article 16(m) of Directive 2011/83/EU). Credits that have been spent are non-refundable in all cases. Where a right of withdrawal still applies, exercise it within 14 days of purchase by emailing support@loro-app.com with an unequivocal statement of withdrawal (model: “I hereby withdraw from my purchase of [pack], purchased on [date], account email [email]”). We will refund using the original payment method within 14 days of receiving your withdrawal.

Errors. If a technical error causes a payment without credits being delivered, contact support@loro-app.com and we will correct it (deliver the credits or refund the payment).

Nothing in this section limits your statutory rights as a consumer.

TODO (lawyer): confirm that delivery of credits constitutes “full performance” for the purposes of Art. 6:230p(g) BW, or adjust to a pro-rata model for unspent credits.

11. Privacy

How we collect and use personal data is described in our Privacy Policy (/legal/privacy), which forms part of your agreement with us. Key in-app controls include: the “actively looking” visibility toggle, pausing your account, blocking, reporting, notification preferences, and full account deletion (me → account → delete my account).

12. Safety — and what we do not do

We provide safety tools, but you are responsible for your own interactions:

  • Phone verification is required for all users, and offerors are additionally verified manually at launch — but we cannot and do not guarantee any user’s identity, intentions, or the accuracy of any profile or home information.
  • Meet smart. Read and follow our Safety Tips (loro-app.com). Meet first in a public place, verify who you are dealing with, view a room in person before signing anything or paying anyone, and never transfer money to someone you have not verified. Loro never asks you to pay rent or deposits through the app.
  • Housing diligence is yours. Before entering any housing arrangement, verify the room, the offeror’s right to share it, the tenancy terms, and registration possibilities yourself. We are not a party to and bear no responsibility for housing arrangements between users (Sections 2 and 9).

13. Moderation: notices, enforcement, reasons, and appeals

Reporting and notices. You can report any user or content in the app (spam, harassment, inappropriate content, fake profile, underage, other — with optional details) or by emailing safety@loro-app.com. Anyone (user or not) can notify us of content they consider illegal at legal@loro-app.com; a useful notice explains why the content is illegal, states where it is (profile name or other locator), and includes your name and email plus a statement that your notice is accurate and in good faith. We confirm receipt, act on notices diligently and without undue delay, and inform the notifier of the outcome. Reports are confidential — the reported person is never told who reported them.

Enforcement. We may investigate reported or suspected violations and may, proportionately to the severity: remove or hide content, issue warnings, limit features (including visibility and invites), suspend, or permanently terminate accounts. For serious violations — including threats to safety, fraud, commercial misuse, discrimination, child-safety concerns, or suspected underage use — we may act immediately and without prior warning. Where content or behaviour appears to involve a serious criminal offence, we may inform the police or other competent authorities.

Statement of reasons. If we restrict your content, visibility, or account, we will inform you of the decision and the reasons for it — the facts relied on and the Terms or Guidelines provision (or law) applied — unless the law prevents us or doing so would endanger another person.

Appeals. You can contest any moderation decision, free of charge, within 6 months, by replying to the decision notice or emailing support@loro-app.com. Appeals are reviewed by a person, not solely by automated means, and we will reverse decisions that prove unfounded. You always retain the right to go to court (Section 19).

Misuse of reporting. Repeatedly submitting manifestly unfounded reports or notices may itself lead to enforcement (after a warning).

No general monitoring. We do not pre-screen all content and are not obliged to monitor everything users do; responsibility for User Content lies with the user who posts it.

14. Third-party services

Parts of the Service are delivered through third-party providers — including Supabase (hosting and data infrastructure), Stripe (payments), OneSignal (push notifications), Twilio (SMS verification), Mapbox (location picker map), Deezer (profile song search), Sentry (crash reporting, when enabled), and Anthropic (the AI behind the in-app assistant). What data these providers process is described in the Privacy Policy. Where you interact directly with a provider’s interface (for example Stripe’s payment sheet), that provider’s own terms may also apply.

15. Disclaimers

We provide the Service with care and skill, but to the extent permitted by law:

  • No guarantee of outcomes. We do not guarantee that you will find a match, a roommate, or housing; that anyone will respond to you; or that any match will be compatible in practice.
  • Match scores are estimates. Compatibility scores are automated estimates based on the questionnaire information users provide (sleep schedule, social energy, dealbreakers, prompt answers, and location overlap). They only order and inform your experience — they are not advice, a prediction, or a guarantee of anything.
  • No verification of housing. We do not verify the existence, condition, legality, price, or availability of any room, or whether an offeror is entitled to share it. That is yours to check (Section 12).
  • AI assistant output is generated automatically and may be inaccurate (Section 8).
  • Availability. We aim for a reliable Service but cannot guarantee it will always be uninterrupted, error-free, or available; we may need to perform maintenance or modify features.

Nothing in this section limits the rights you have as a consumer under mandatory law, including your right to a digital service that conforms to the contract.

16. Limitation of liability

What we never exclude. Nothing in these Terms excludes or limits our liability (i) for damage caused by our intent (opzet) or deliberate recklessness (bewuste roekeloosheid), (ii) for death or personal injury caused by our fault, or (iii) where exclusion is not permitted under mandatory (consumer) law. Your statutory rights remain unaffected.

Otherwise. To the extent permitted by law, our total liability for any event or series of connected events is limited to direct damages and capped at the greater of (a) the amounts you paid us in the 12 months before the event giving rise to the claim, or (b) €100.

User conduct and agreements. To the extent permitted by law, we are not liable for the conduct of users (online or offline), for User Content, or for any housing or other agreement, payment, or arrangement made between users — including disputes about rooms, rent, deposits, or living together.

17. Term and termination

  • These Terms apply for as long as you use the Service.
  • You may stop using the Service at any time and delete your account in the app (me → account → delete my account). Deletion is permanent and removes your data as described in the Privacy Policy. Unused credits are forfeited on deletion, except where a refund is legally required.
  • We may suspend or terminate your account as described in Section 13, or discontinue the Service as a whole with reasonable advance notice. If we discontinue the Service entirely, we will refund the value of unused, paid credits.
  • Sections that by their nature should survive (including Sections 6 (licence wind-down), 15, 16, 19, and 20) survive termination.

18. Changes to the Service and to these Terms

  • Service. We may add, change, or remove features. If a change materially reduces what you have paid for, we will inform you in advance and Section 17 applies.
  • Terms. We may update these Terms and the Community Guidelines. For material changes, we will give you reasonable advance notice (at least 30 days) in the app or by email, stating the effective date and summarising what changed. If you do not agree, you can stop using the Service and delete your account before the changes take effect; continuing to use the Service after the effective date constitutes acceptance. Changes will not retroactively reduce rights you have already acquired (such as purchased credits).

19. Governing law and disputes

These Terms are governed by the laws of the Netherlands. If you are a consumer, you additionally enjoy any mandatory protections of the law of your country of residence.

Talk to us first. If you have a complaint, contact support@loro-app.com — we aim to respond within 14 days and resolve issues directly.

Courts. Disputes may be submitted to the competent Dutch court. If you are a consumer, the court that is competent under the statutory rules of the Netherlands applies, and you may also have the choice of the court of your place of residence.

Out-of-court resolution. The European Commission’s Online Dispute Resolution (ODR) platform has been discontinued (2025) and is no longer available. As a consumer in the Netherlands you can obtain free information and assistance with disputes from, for example, Het Juridisch Loket, and — where an applicable scheme exists — a recognised dispute committee (geschillencommissie).

TODO (lawyer): confirm the current out-of-court dispute-resolution bodies to reference at publication time and whether Loro will register with a geschillencommissie.

20. Other provisions

  • Severability. If any provision of these Terms is invalid or unenforceable, the rest remains in force, and the invalid provision is replaced by a valid one that best matches its intent.
  • No waiver. Not enforcing a provision is not a waiver of it.
  • Assignment. You may not transfer your agreement with us. We may transfer it to an affiliate or in connection with a merger, acquisition, or restructuring, provided your rights under these Terms are not reduced; we will notify you of any such transfer.
  • Entire agreement. These Terms, together with the Community Guidelines and the Privacy Policy, are the entire agreement between you and us regarding the Service.
  • Language. The Service and these Terms are provided in English.

21. Contact

[LORO LEGAL ENTITY, e.g. Loro B.V., address, KvK number]

Version 2.0 — Effective July 19, 2026