Merlin Service Hub — Consumer terms
Version 2026-10-04-8d6216219c81
The company’s identification and contact details still need to be completed. This document is a draft for testing. Acceptance will become available once those details are complete; you can continue the chat to clarify what you need.
This content is in its original language (English). You can chat with Merlin in English.
Responsible business and contact
Merlin Service Hub is the brand used for the intermediation described in this document. Draft for acceptance testing: the business identity and contact details await completion in the administrative settings. This site’s chat remains available for requests. This draft does not represent legal certification or validation of business details.
Inquiry, location and currency
You may submit a quote inquiry without paying or entering a purchase contract. A purchase requires complete business identification, supplier confirmation and the conditions presented for your country and location. Locations subject to payment or service restrictions are not served. Your proposal states its base amount in BRL. When available, Stripe checkout lets you select another currency and displays the conversion and total before payment; Merlin does not estimate exchange rates. Additional card issuer fees follow that issuer’s terms. Mandatory rights applicable where you contract remain protected. Merlin intermediates all supplier contact. On the scheduled day, in the confirmed time zone, you receive only the professional’s confirmed name and minimum access details where justified and authorized. Supplier company, contact details and costs remain internal.
Intermediation and proposal
Merlin Service Hub receives your request, clarifies its scope and coordinates the hiring of services and the supply of products through suppliers in the city you specify. A request does not guarantee availability. A proposal is released only after the applicable specifications, quantities, scope, lead time and availability of the items have been confirmed.
Price, acceptance and payment
The proposal sets out the products and services, total price and supply and service conditions. Before acceptance, delivery and other additional charges must be disclosed, itemized and included in the confirmed total, where applicable. Product substitutions or changes require prior information and renewed acceptance. Accepting these terms does not automatically approve a quote: you decide on each proposal and receive payment instructions in the portal.
Services, delivery and site access
Provide accurate information about your needs and the conditions for the service or delivery. Products must match the accepted specifications and quantities, with delivery method and timing confirmed before acceptance. For services, the professional’s name is made available after the service is confirmed. Additional data for building access requires a justified purpose, minimum necessary information and the professional’s specific consent. The supplier performs the service or supplies the product and Merlin coordinates the intermediation, preserving each participant’s legal responsibilities.
Cancellation and resolving problems
Request cancellation, correction or a refund through the chat. For distance contracts, the right to withdraw within seven days is preserved, counted from signing or receipt of the product or service under Brazil’s Consumer Protection Code (CDC), with refunds as required by law. Defects, delays and non-performance remain subject to statutory remedies and guarantees. Support considers both the consumer’s and the supplier’s accounts to help resolve the issue, without imposing unilateral withholding or making the exercise of rights conditional on the supplier’s response. No rights are waived and access to the competent authorities is not restricted.
Conversation, terms and human support
These terms are presented once per version in the conversation for explicit acceptance and remain available to consult. Artificial intelligence assists with support; you may request human support. Acknowledging the privacy policy does not authorize optional uses of your data or replace specific consent.
Start, completion and review period
Before the service, the customer shows the professional the start code in person. It is available in the private customer area on the appointment day. The provider enters it on the site and waits for Merlin to validate it. The code records only the start, not completion. Once the provider reports delivery, we ask the customer whether the product or service was delivered as agreed and without problems. The customer has 24 hours to confirm satisfactory delivery or report a problem in the portal, or request support through the linked channel. The deadline appears in the portal. Payment to the provider is released automatically after the customer confirms satisfactory delivery or after 24 hours without a response or complaint, with a closure notice. Customer funds must have been received and be available, with no dispute, refund or blocking issue. An open complaint blocks release pending review. If a correction is needed, Merlin coordinates the return visit, corrective scope and time with the customer and supplier. A return visit is recorded only after these details are agreed; availability alone does not confirm an appointment. Correcting a fault within the contracted scope carries no additional charge to the customer, without limiting statutory remedies. After the correction, a new delivery report and customer review are required; the previous confirmation does not release payment. Release does not mean a completed transfer: the financial status reports the payment provider’s result. Automatic closure is not recorded as a customer rating or express confirmation and does not remove statutory warranties or rights to complain, cancel or seek a refund.