Frequently Asked Questions

LindenNetwork is Germany's modern platform for household and craft services. We connect you with qualified, verified service providers nearby — fast, transparent, and secure.

Our Services:

Your Benefits:

• ✅ Verified Professionals: All providers commercially registered, insured, and qualified
• ✅ Transparent Prices: No hidden costs — fixed prices or hourly rates clearly visible
• ✅ Secure Payment: Via platform (credit card, SEPA, Apple Pay, Google Pay)
• ✅ Quality Guarantee: Rating system and satisfaction guarantee
• ✅ Digital Home Passport: All work documented (photos, warranties, maintenance tips)
• ✅ Customer Protection: Insured up to EUR 5 million, GDPR-compliant
• ✅ 24/7 Support: We're here when you need help

How It Works:

1. SEARCH — Enter your postal code and desired service
2. COMPARE — View profiles, reviews, prices, and availability
3. BOOK — Select date, time, and pay securely online
4. RELAX — Provider arrives on time and works professionally
5. REVIEW — Share your experience and receive your Digital Home Passport

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Registration is completely free!

Option 1: Email Registration

1. Go to www.lindennetwork.com
2. Click "Register"
3. Fill out: email address, password (min. 8 characters), name, mobile number, address
4. Accept Terms & Privacy Policy
5. Click "Create Account"
6. Confirm your email
7. Done! ✅

Option 2: Social Login (faster)

• Sign in with Google
• Sign in with Apple ID

Required Information (for booking):

• ✅ First name, Last name
• ✅ Email address
• ✅ Mobile number
• ✅ Service address
• ✅ Payment method (credit card or SEPA)

Is registration free?
YES, completely free! No registration fee, no membership fee, no monthly costs. You only pay for booked services.

Data Protection:

• 🔒 SSL-encrypted transmission
• 🇪🇺 Servers in Germany (GDPR-compliant)
• 🔐 No sharing with third parties (except booked providers)
• ❌ No advertising without your consent

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LindenNetwork has a strict 5-stage verification process:

Stage 1: Document Verification ✅

Mandatory documents:

• 📄 Business registration (not older than 3 months)
• 🛡️ Liability insurance (min. EUR 1 million)
• 🪪 Valid ID card
• 💶 Tax number
• 🏦 Bank details

For regulated trades (Plumbing, Electrical):

• 🎓 Master certificate (MANDATORY!)

IMPORTANT: Documents reviewed by real people — not just automatically!

Stage 2: Qualification Check 🎓

• Master certificates checked for authenticity
• Qualifications must match the offered service
• If in doubt: Inquiry with Chamber of Crafts
• Certificates verified

Stage 3: Insurance Verification 🛡️

Minimum coverage amounts:

Annual renewal required — insurance must be proved every year!

Stage 4: Background Check 🔍

• Criminal record certificate (voluntary but strongly recommended, especially for household services)
• No known fraud cases
• Identity verified

Stage 5: Probationary Period 👀

• First 10 orders: enhanced quality control and higher spot-check rate
• Customer feedback specially noted
• Serious violations → immediate deactivation

Provider Badges:

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Rating System (5-Star Scale):

Rating Categories (each review includes):

1. Overall Rating (Stars) — average of all categories
2. Detailed Ratings:
   • Quality of work (30%)
   • Punctuality (20%)
   • Cleanliness (20%)
   • Communication (15%)
   • Value for money (15%)
3. Written Comment — what was good, what could improve, would you recommend?
4. Photos (optional) — before/after pictures, final result

Authenticity Rules:

• ✅ Only real customers can review (after completed order)
• ✅ One review per order
• ✅ Review within 14 days of completion
• ❌ No purchased reviews
• ❌ No reviews from friends/family
• ❌ No reviews for incentives

Average Rating Guide:

• ⭐⭐⭐⭐⭐ 4.9–5.0 = Exceptional (Top 5%)
• ⭐⭐⭐⭐⭐ 4.7–4.8 = Excellent (Top 15%)
• ⭐⭐⭐⭐ 4.5–4.6 = Very good (Top 30%)
• ⭐⭐⭐⭐ 4.2–4.4 = Good (Average)
• ⭐⭐⭐ 3.8–4.1 = Satisfactory
• ⭐⭐⭐ <3.8 = Below expectations

TIP: Look not only at stars — also check number of reviews (>20 = meaningful), read written comments, and view photos.

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Method 1: Direct Booking (recommended)

Example Price Calculation — Cleaning, 4 hours @ EUR 25/hr:

Method 2: Request Quotes (for complex work)

Use when you're not sure exactly what's needed, or for larger projects where multiple providers should submit offers.

1. Click "Request Quote"
2. Choose category and describe your project
3. Upload photos and state your budget
4. Up to 5 providers receive your request
5. Compare offers (within 24–48h)
6. Select the best offer and book

What happens after booking?

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YES — but only via the platform!

Before booking: Direct chat is NOT possible (circumvention protection).

After booking: Direct in-app chat is activated.

• 💬 Text messages
• 📸 Send photos & videos
• 📎 Attach documents
• 📍 Share location
• 🎤 Voice messages
• 🔄 Automatic translation (DE ↔ EN)

⚠️ Important: Never exchange private contact details or arrange cash payments outside the platform. All conversations are documented — this protects you.

Phone Contact:
The provider's phone number becomes visible on the day of the booking. Before that, numbers are hidden for the protection of both parties.

After the appointment:
Contact details are released if you wish to re-book. However, all bookings must continue through the platform for up to 12 months.

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Secure Payment Process via Stripe:

1. BOOKING — You book the service
2. IMMEDIATE CHARGE — Amount charged to your card/account and held securely by Stripe (NOT transferred to provider yet!)
3. SERVICE PROVIDED — Provider completes the work and fills Digital Home Passport
4. YOU CONFIRM — You confirm completion in the app (or automatic after 48 hours)
5. PAYMENT RELEASED — Provider receives payment; you receive digital invoice

Available Payment Methods:

Are my payment details safe?
YES, absolutely! LindenNetwork stores NO payment data.

• ✅ All payments via Stripe (PCI-DSS Level 1 certified)
• ✅ 3D-Secure for credit cards
• ✅ Encrypted transmission (SSL/TLS)
• ✅ Servers in Europe (GDPR-compliant)
• ❌ Full card number never stored
• ❌ CVV not stored

When is my money charged?
Immediately upon booking, but held by Stripe until you confirm completion (or 48 hours automatically). Refund upon cancellation within 5–7 business days.

Invoice & Tax:
A digital invoice is generated automatically after completion — downloadable as PDF from "My Bookings."

Tax Deductible?
YES, in certain cases (Germany):

Note: Materials are NOT deductible — only labor costs. LindenNetwork invoices clearly separate these.

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LindenNetwork charges a 15% service fee on the net order value. This fee is always clearly shown before booking — no hidden costs.

What the service fee covers:

Platform Comparison:

The service fee is not negotiable.

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Cancellation Policy (tiered by lead time):

How to Cancel (Step-by-Step):

1. Go to Bookings → Upcoming
2. Select the booking → click "Details"
3. Click "Cancel Booking"
4. State your reason
5. Click "Confirm Cancellation"

Refund timeline: Confirmation → Stripe processes (1–2 business days) → visible on your card/account (5–7 business days total, depends on your bank).

Exceptions — Free Cancellation Despite Short Notice (Force Majeure):

• ✅ Serious illness (medical certificate required)
• ✅ Death in family (proof required)
• ✅ Natural disaster (flooding, storm, etc.)
• ✅ Official order (quarantine, etc.)
• ✅ Accident

Upload proof via the app or email support@lindennetwork.com. LindenNetwork reviews within 24–48h; if approved, full refund regardless of timing.

Provider-caused cancellations (provider cancels, no-show, drastic price change, safety concern) → automatic full refund.

Recurring Bookings (e.g. weekly cleaning):

• Cancel individual appointments (normal rules apply)
• Cancel entire series (future appointments only, free with >48h notice)
• Pause for holidays — appointments skipped, auto-resumed, no cost

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YES — and that's often the better option!

Advantages of rescheduling:

• ✅ No cancellation fee
• ✅ Same provider
• ✅ Same price
• ✅ Simple process

Rescheduling Deadlines:

Tip: The earlier you reschedule, the more likely the provider will agree!

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The Digital Home Passport is your free digital documentation of all household and craftsman work performed — automatically included with every LindenNetwork booking.

What is documented automatically after each order:

• All services performed (date, provider, description)
• Warranties (products used, duration, contact)
• Inspections (compliance certificates, safety checks)
• Repairs (before/after photos, materials used)

Your Benefits:

Home Health Score (NEW):

Based on your Digital Home Passport, LindenNetwork automatically calculates a Home Health Score (0–100%):

Example:
🏠 Home Health Score: 87% 🟢 Very Good!

• ✅ Heating serviced (Sept. 2025)
• ✅ Smoke detectors checked (Jan. 2026)
• ✅ Electrical inspection (June 2025)
• ⚠️ Gutter cleaning overdue — recommended by Apr. 2026

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When you'll be asked to review:

• 📧 Email 24 hours after completion
• 📱 Push notification in app
• 🔔 In-app notification "Review Order"

How to Write a Helpful Review:

A good review is: Factual · Specific · Fair · Constructive

What is NOT allowed in reviews:

• ❌ Insults or abuse
• ❌ Discrimination (origin, religion, gender)
• ❌ Personal data (phone numbers, addresses)
• ❌ Irrelevant information
• ❌ False statements
• ❌ Blackmail ("change the price or I'll leave a bad review")

Violations result in review deletion, a warning, and potential account suspension.

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Common Problems & Immediate Solutions:

Problem 1: Provider arrives late

1. Wait 15 minutes (tolerance)
2. Call provider (number visible in app)
3. Send message in app chat
4. After 30 minutes with no response → contact support → possible cancellation with full refund

Problem 2: Provider no-show

1. Wait 15 minutes, try calling 2–3 times
2. After 15 min with no response → click "Report No-Show" in app
3. Automatic: 100% refund + provider warning

Problem 3: Unsatisfactory work quality

1. Address issues immediately during the work
2. Within 48h of completion: In app → "Report Problem" → describe, upload photos, state desired resolution (free rework / partial refund / full refund)
3. Payment temporarily withheld
4. LindenNetwork mediates — decision within 48 hours

Problem 4: Price deviates from booking

1. DO NOT pay the difference!
2. Screenshot the original booking
3. In app → "Report Price Discrepancy"
4. Support contacts you immediately
5. Provider must accept original price, or you can cancel for a full refund

Problem 5: Safety concerns during appointment

1. Cancel appointment: "Please leave my home immediately"
2. Safety Team: safety@lindennetwork.com
3. Acute danger → call Police: 110
4. In app: "Report Safety Incident"
5. Automatic: Provider suspended + full refund + Safety Manager contacts you within 1h

Problem 6: Property damage

1. Take photos immediately!
2. Inform provider in writing (in app chat)
3. In app → "Report Damage" → upload photos + repair estimate
4. LindenNetwork forwards to insurance → damage refund + settlement support

3-Stage Complaint Process:

Your Legal Rights (Germany):

• Warranty (§ 634a BGB): 2 years on craftsman services, 5 years on structures
• Right of Withdrawal (§ 312g BGB): 14 days for online bookings (expires when service begins — you consent at booking)
• Damages (§ 280 BGB): For provider breach of duty, up to insurance coverage

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LindenNetwork is fully GDPR-compliant. Here's exactly what is stored:

Data Sharing — With Whom?

Not shared with: advertising partners, data brokers, social media (without consent), third countries (except USA for Stripe, with adequacy safeguards).

Cookies:

• Technically necessary (no consent needed): session cookie, language setting
• Analytical (consent required): Google Analytics (anonymised), heatmaps, A/B testing

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Supervisory Authority:
Der Hessische Beauftragte für Datenschutz und Informationsfreiheit
Gustav-Stresemann-Ring 1, 65189 Wiesbaden
📧 poststelle@datenschutz.hessen.de
🌐 datenschutz.hessen.de

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YES! LindenNetwork takes your safety very seriously.

Before the Appointment:

• ✅ Identity check (ID card)
• ✅ Business registration verified
• ✅ Insurance checked (EUR 1M–2M)
• ✅ Criminal record certificate recommended (especially for cleaning)
• ✅ No negative entries / fraud cases
• Complete provider profile and work history visible before booking
• Contact details only released on the day of the booking

During the Appointment — Your Rights:

• You can cancel the appointment at any time
• You never have to let anyone in who makes you uncomfortable
• Any inappropriate behaviour → immediately inform the Safety Team

Best Practices:

• Store valuables and important documents securely
• If uncertain, invite a friend or family member to be present
• Keep pets in another room if needed

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Safety Levels:

🟢 Level 1 — Uncomfortable Feeling (preventive)

Situations: provider seems unprofessional, slightly inappropriate comments, mild discomfort.

Actions:

1. Set boundaries politely but firmly: "Please focus on the work"
2. Call a friend/family member (loudly, so provider hears)
3. Stay in another room with the door open
4. After completion: report "Felt uncomfortable" in app

🟡 Level 2 — Concerning (heightened caution)

Situations: repeated inappropriate comments, asking for private info, photographing unrelated areas, entering rooms without permission.

Actions:

1. Communicate clearly (NOT politely): "That is inappropriate. Stop it!"
2. Document in app chat (take screenshots!)
3. Have someone come to your home NOW
4. End the appointment early if needed
5. Immediately after: email safety@lindennetwork.com — mark as "URGENT"

🔴 Level 3 — Dangerous (immediate action required)

Situations: physical harassment, sexual advances, threats, provider under influence of alcohol/drugs, theft observed, violence threatened.

IMMEDIATE PROTOCOL:

1. Cancel appointment: "Leave my home IMMEDIATELY!"
2. If they refuse → call Police: 110
3. Keep door/exit clear; leave the home if necessary
4. Contact Safety Team: safety@lindennetwork.com
5. In app: "CRITICAL Safety Incident"
6. Automatic response: Provider immediately suspended · Safety Manager contacts you within 1h · Full refund + EUR 100 compensation · Police report support

LindenNetwork Safety Guarantees for Incidents:

• Safety Manager contacts you personally (24/7 hotline)
• 100% refund immediately + EUR 50–500 compensation depending on severity
• Free legal consultation + up to EUR 2,000 legal support
• Help with police report
• Provider permanently banned + industry-wide blacklist

Red Flags — End the Appointment Immediately If:

• 🚩 Provider smells of alcohol
• 🚩 Inappropriate personal questions
• 🚩 Comments about your appearance or private life
• 🚩 Photographs you or private areas of your home
• 🚩 Insists on entering specific rooms without reason
• 🚩 Asks for cash or direct payment
• 🚩 Aggressive behaviour

Victim Support Resources (Germany):

• Weißer Ring: 116 006 (free, 24/7)
• Opfer-Telefon: 0800 112 0112

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Access: www.lindennetwork.com → Login → Profile Icon (top right) → Settings

Personal Data — What can be changed:

• ✅ First name, Last name
• ✅ Email address (requires confirmation link to new address)
• ✅ Phone number (requires SMS verification)
• ✅ Profile photo
• ✅ Default service address + additional addresses

Payment Methods:
Settings → Payment Methods — add/remove cards, set default, manage SEPA mandate, change billing address. Full card numbers are never displayed; only the last 4 digits are visible.

Notification Settings:

Preferences: language (Deutsch / English), timezone (CET), favourite providers for quick re-booking.

Privacy Controls:

• ⚙️ Profile photo visible to providers (on/off)
• ⚙️ Personalised recommendations (on/off)
• ⚙️ Usage analytics — anonymised (on/off)
• ⚙️ Marketing cookies (on/off)
• Download all your data: Settings → Export Data (JSON/CSV)

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Access: Settings → Account → Delete Account

Requirements before deletion:
Account CANNOT be deleted if there are open bookings, ongoing complaints, or outstanding payments.

Deletion Process:

1. State reason (optional — helps us improve)
2. Review warning: understand what is deleted vs. what legally remains
3. Confirm with your password
4. Click confirmation link sent to your email (within 24 hours)
5. Done — you'll receive a deletion confirmation within 30 days

What is deleted:

• ✓ Profile & master data
• ✓ Payment methods
• ✓ Chat history
• ✓ Preferences & settings

What legally remains (anonymised):

• Invoices: 10 years (§ 147 AO)
• Transaction data: 10 years (§ 257 HGB)
• Reviews: permanent (no name attached)

Changed your mind?
You have a 30-day cooling-off period. Email customer-service@lindennetwork.com with subject "Account Restoration" to recover your account including booking history and reviews. After 30 days, deletion is permanent.

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Email Response Times:

• Urgent (appointment today): < 1 hour
• Important (appointment in 24h): < 2 hours
• Normal: < 4 hours
• Low priority: < 24 hours

Specialist Contacts:

• 💰 Payments: payments@lindennetwork.com
• 🔒 Data Protection / GDPR: datenschutz@lindennetwork.com
• 🛡️ Safety: safety@lindennetwork.com
• 📰 Press: presse@lindennetwork.com

Every request gets a ticket ID in the format LN-YYYYMMDD-XXXXX for tracking. Escalation: +4h over SLA → Team Leader · +8h → Manager + SMS to you · +24h → Management + apology + voucher.

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Self-Help Resources:

• 🌐 FAQ Database: www.lindennetwork.com/faq — 100+ questions, searchable by category
• 🎥 Video Tutorials: www.lindennetwork.com/tutorials — how to book, review, download invoice, delete account
• 👥 Community Forum: community.lindennetwork.com — tips, tricks, peer questions, moderated by LindenNetwork
• 📊 Platform Status: status.lindennetwork.com — live status, planned maintenance, known issues

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