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terms of service

version 2.1 · effective 2 November 2026 · last updated 2 November 2026

Version 2.1 — Effective November 2, 2026 (replaces version 2.0 of July 19, 2026; main changes: invitation credits and the seeker boost, bought through Apple’s App Store (and later Google Play), with refunds through the store; the AI help assistant removed; private individuals renting out a room clarified)

1. Who we are

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

Loro — eenmanszaak (sole proprietorship) of Manuel Junguito del Hoyo, Van Heutszstraat 21, 2593 PC ’s-Gravenhage, the Netherlands, KVK 98700502, VAT NL005347582B34

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, which cost the offeror credits (Section 10). Receiving and opening an invite is always free. 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 as a private individual, not on behalf of a business (see Section 5(c)). Looking for a home, sharing the home you live in, or — as a private individual — renting out a room you are entitled to let all count as private use; acting for or as an agency, letting agent, broker, property manager, or other business does not; 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.
  • Where the device allows it, Loro technically blocks screenshots and screen recordings on screens that show other people (profiles and homes). This is a best-effort technical measure, not a guarantee — it can be bypassed, for example by photographing the screen with another device — and the rule above applies regardless. Screenshots of your chats are for your own record; sharing them to expose or humiliate someone without cause is covered by the conduct rule above.
  • In-app voice or video calls are not currently offered. If we introduce them, these Terms will be updated first.

8. Help and support

Help is available in the app (me → help center), at www.loro-app.com/help, and by email at support@loro-app.com; safety concerns go to safety@loro-app.com. Support is answered by people. Loro does not offer an automated or AI help assistant. Our help articles explain how the app works; they are not legal, financial, or housing advice.

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. Credits, boosts, and payments

What you can buy. Loro is free to download and use. Two things can be bought in the app, and nothing else is paid:

  • Invitation credits (offerors). Credits come in packs of 1, 5, or 12. Sending an invite to a seeker costs 1 credit; inviting a flock costs 1 credit per member of the flock. The app shows the cost before you send. Credits are spent when the invite is sent and are not returned if the invite is declined, left unanswered, or expires. Unused credits do not expire.
  • Boost (seekers). A seeker can buy a one-off boost for 7 or 30 days, during which their profile is shown higher to offerors. A boost runs for that fixed number of days from the moment it is delivered, including any time your profile is paused or hidden. It does not renew and is not a subscription; buying another boost while one is running adds its days to the end of the current one.

Receiving and opening invites is always free. There are no subscriptions and no recurring charges. If we ever introduce one, it will come with its own terms, pricing, and consent before any recurring payment is taken.

Prices. Prices are shown in the app, in euros and including VAT, before you confirm a purchase.

Who handles the payment. Purchases are made through Apple’s App Store in-app purchase system (and, once Loro is available on Android, Google Play billing). Apple (or Google) takes the payment, issues the receipt, and charges VAT; its own terms of sale apply to the payment, in addition to these Terms. We never see or store your card or payment details. Credits or a boost are added to your Loro account only after our server has verified the purchase with Apple (or Google).

Nature of credits and boosts. Credits and boosts have no monetary value and are not money, deposits, or investments. They are personal to your Loro account (not to a device), cannot be transferred, sold, or exchanged for cash, and can only be used in the Service. Deleting your account ends them: unused credits and the remaining days of a boost are lost, except where the law requires otherwise.

Your 14-day right of withdrawal. If you are a consumer in the EU, you normally have 14 days to withdraw from an online purchase without giving a reason. Credits and boosts are digital content that we deliver right away. Before you confirm a purchase, the app tells you: by buying, you ask us to deliver them now and accept that you lose your 14-day right of withdrawal once they’re delivered. By completing the purchase you give that request and acknowledgement, and your right of withdrawal ends when the credits or the boost reach your account (Article 6:230p(g) of the Dutch Civil Code; Article 16(m) of Directive 2011/83/EU).

Refunds. Because Apple (or Google) takes the payment, we cannot refund it ourselves. To ask for a refund of an App Store purchase, go to reportaproblem.apple.com (for Google Play, use Google Play’s refund request). Apple decides on App Store refunds under its own terms. If a purchase is refunded, what it gave you is withdrawn: the refunded credits are removed from your balance (credits already spent on invites stay spent), and a refunded boost is shortened by its days.

If something goes wrong. If you paid but did not receive your credits or boost, write to support@loro-app.com with the date of the purchase and the order ID from your Apple receipt. We will check the purchase with Apple and deliver what you bought; if we cannot, you can ask Apple for a refund as described above.

Your statutory rights. Nothing in this section limits your rights as a consumer under mandatory law, including your right to digital content and services that conform to the contract.

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, your public profile link, downloading a copy of your data (me → privacy & legal → download my data), 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 place in the app — at the end of their profile or from a chat — choosing the closest reason (fake photos or a stolen identity; asked me for money or a deposit; the room does not exist; harassment, hate or threats; they are not looking for a room; or something else, in your own words) — or by emailing safety@loro-app.com. We look at every report within 24 hours. 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), Apple and Google (sign-in, and in-app purchases through the App Store and Google Play), OneSignal (push notifications), Twilio (SMS verification), Mapbox (location picker map), Deezer (profile song search), Sentry (crash reporting), Resend (emails to our moderation team), and Vercel (our website and public profile pages). What data these providers process is described in the Privacy Policy. Where you interact directly with a provider’s interface (for example the App Store purchase sheet, or Sign in with Apple or Google), that provider’s own terms 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).
  • 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 for purchases in Loro 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 and the remaining days of a boost are lost on deletion, except where the law requires otherwise.
  • We may suspend or terminate your account as described in Section 13, or discontinue the Service as a whole with at least 30 days’ notice in the app. From that notice we stop selling credits and boosts. If we discontinue the Service entirely, we will pay back the value of paid credits you have not used and of the unused days of a running boost. Because purchases are paid to Apple (or Google), we cannot reverse them through the store: we will contact you at the email on your account and pay you directly.
  • 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).

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 — eenmanszaak (sole proprietorship) of Manuel Junguito del Hoyo, Van Heutszstraat 21, 2593 PC ’s-Gravenhage, the Netherlands, KVK 98700502, VAT NL005347582B34

Version 2.1 — Effective November 2, 2026