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Terms of Service

Version 1.2 · Last updated: 12 November 2026

These Terms are available in Italian and English. If they differ, the Italian version prevails. You can also read our Privacy Policy, Community Guidelines and Safety Tips.

1. Who we are and what Vicinamano does

Vicinamano is a platform that helps neighbours find each other to ask for help, offer help and lend things. It is run by Hatem Murad, a private individual based in Milan, Italy, on a non-commercial basis (contact: support@vicinamano.com) ("Vicinamano", "we", "us").

1.1 These Terms of Service (the "Terms") apply to everyone who uses the Vicinamano app or website (the "Platform"). By creating an account you accept these Terms and our Privacy Policy and Community Guidelines.

1.2 We are an intermediary. Vicinamano gives members a place to publish posts, find each other on a map, message and review each other. We do not provide the help, lend the items or take part in any exchange. Any agreement to help or lend is made directly between the members involved.

1.3 We are not an employer or agency. Members who help others do so as private individuals, by their own choice. Nobody works for, on behalf of, or under the direction of Vicinamano.

1.4 We are not an emergency, medical, care or professional service. In an emergency, call 112.

2. Who can join and your account

2.1 You must be at least 18 years old and legally able to enter into a contract. Vicinamano is not for minors, and you may not post on behalf of a minor or arrange help that involves looking after minors.

2.2 You may have only one personal account. Accounts are for individuals, not businesses, unless we agree otherwise in writing.

2.3 The information on your profile must be true and up to date, including your name, photo and approximate area. You are responsible for everything done from your account and for keeping your login details secure. Tell us at once if you think your account has been misused.

2.4 Verification. We may offer or require checks of your email, phone number and identity document, carried out by a specialised provider. A verification badge only means the check was completed. It is not a guarantee about the person, their skills or their behaviour.

2.5 We may require identity verification before you can use certain categories (for example, entering someone's home, pet care or lending items above a set value).

3. How exchanges work

3.1 Members can publish three kinds of post: I need help, I can help and I can lend. Posts appear on a map within an approximate area, never at an exact address.

3.2 Members agree the details of an exchange (what, when, where, how long) directly in the chat. Exact addresses are shared only when both members choose to share them.

3.3 After an exchange, both members confirm it took place. Only confirmed exchanges can be reviewed (see section 9).

3.4 Vicinamano does not check posts before they are published, does not choose who helps whom and does not guarantee that any post will receive a reply, that an exchange will happen, or how it will go. Each member decides freely whom to trust.

4. Free during the launch; future membership

4.0 Vicinamano is free. During the launch period Vicinamano is completely free: you don't need a card and nothing is ever charged. If we decide to introduce a paid membership, we will tell you by email and in the app at least 30 days before. You will choose whether to subscribe: nothing will be charged without your explicit consent, and if you don't subscribe you can keep your profile and reviews. Sections 4.1 to 4.7 below will apply only from that moment.

4.1 Price. Membership costs €3.99 per month, VAT included. It lets you post, message other members, and give and receive reviews. The price shown before you subscribe is the price you pay.

4.2 Free trial. New members get 1 month free. We will email you and send an in-app notice at least 7 days before the first payment. If you do not cancel before the trial ends, your membership continues at €3.99 per month, charged on the same day each month.

4.3 Cancel any time. You can cancel in a few taps under Settings → Membership, in the same way you subscribed. Cancellation takes effect at the end of the month already paid. We do not charge cancellation fees.

4.4 Right of withdrawal. As a consumer, you can withdraw from your membership within 14 days of subscribing, without giving a reason, using the "Withdraw from contract" button in Settings → Membership. We will confirm your withdrawal by email and refund any payment within 14 days. If your paid period has already started at your request, we may keep an amount in proportion to the days used.

4.5 Price changes. We will tell you at least 30 days before any price change. You can cancel before it applies; if you do nothing, the new price applies from your next renewal.

4.6 App store purchases. If you subscribe through the Apple App Store or Google Play, payment, renewal and refunds are handled by that store under its own rules, alongside your rights under this section.

4.7 When membership ends. Your profile and reviews stay visible, but posting and messaging are paused until you rejoin. You can also delete your account entirely (see section 13).

5. Money between members

5.1 Vicinamano is non-commercial. Help and lending between members are free. You may not charge another member for help, ask for a fee to lend an item, or use Vicinamano to run a business or earn an income.

5.2 Sharing real costs is allowed. Members may agree to share actual out-of-pocket costs, such as materials bought for a repair or the bus fare to get there, up to what was really spent. Small thank-you gestures (a coffee, a cake) are fine.

5.3 Vicinamano never holds members' money. Apart from the membership fee, Vicinamano does not receive, hold or pay out money between members. The only exception is the optional item deposit in section 6A, which is handled entirely by a licensed payment provider. Any cost-sharing is settled directly between members, at their own risk.

5.4 Licensed payment provider. Deposits and any future payment features are processed only by a licensed payment provider (currently Stripe), under its own terms, which you accept before using them. Vicinamano only sends instructions to the provider and never has control of the funds.

5.5 We may remove posts or restrict accounts that appear to be commercial, ask for payment beyond real costs, or try to move members to paid arrangements elsewhere.

6. Lending items

6.1 Lender's duties. Only lend items you own or are allowed to lend. Describe their condition honestly, including any defects, and explain how to use them safely. Do not lend items that are unsafe, recalled or need a licence to use.

6.2 Borrower's duties. Use the item with care, only for the agreed purpose, and return it on time, clean and in the same condition. Tell the lender at once about any damage or loss.

6.3 Damage and loss. If an item is damaged, lost or not returned, the lender and borrower must settle it between themselves, in good faith, or through the deposit process in section 6A if a deposit was taken. Vicinamano is not responsible for the item and does not pay compensation. We can help by sharing the chat history with both members and, where needed, with the authorities.

6.4 Use at your own risk. Borrowed items are used at the borrower's own risk. Lenders should not lend anything they cannot afford to lose; borrowers should not use anything they are unsure how to use safely.

6.5 Reporting. Members who fail to return items, or who lend dangerous items, can be reported (section 10) and may lose access to Vicinamano.

6A. Item deposits

This section applies only to loans where the lender asks for a deposit.

6A.1 What a deposit is. A lender may ask for a deposit of up to €50 as security for an item. A deposit is not a fee: in a normal loan it is never charged, and the lender earns nothing from it.

6A.2 How it is held. Before pickup, our payment provider places a temporary hold on the borrower's payment card for the deposit amount. The money stays in the borrower's account and shows as "pending". Vicinamano never receives or holds it. Cards that do not support holds cannot be used, and the loan cannot go ahead without a valid hold.

6A.3 Loan length. Loans with a deposit can last at most 7 days, because card holds expire after that. The return date is set in the app when the loan is agreed.

6A.4 Handover and return. At pickup and at return, both members confirm in the app and should add a photo of the item's condition. These records are the main evidence if there is a disagreement.

6A.5 Normal return. When the lender confirms the item came back in the agreed condition, or does not report a problem within 24 hours of the return date, the hold is released in full.

6A.6 Damage, loss or late return. The lender can report a problem in the app, with photos and the amount requested, up to the full deposit. The amount must reflect the real cost of repair or replacement, taking normal wear into account.

6A.7 Borrower's answer. The borrower has 48 hours to accept or dispute the request. If the borrower accepts, or does not answer in time, the accepted amount is charged to the hold and paid to the lender, and the rest is released.

6A.8 Disputes. If the borrower disputes the request, Vicinamano reviews the photos, the chat and both members' explanations, and decides how much, if any, of the deposit is charged. We decide fairly, on the evidence, and tell both members our reasons. If we cannot decide before the hold expires, the hold is released and nothing is charged. Our decision only concerns the deposit; either member keeps all their legal rights against the other.

6A.9 A deposit is not insurance. The most a lender can recover through Vicinamano is the deposit amount. Any loss above it must be claimed directly from the borrower. Vicinamano does not insure items and does not pay compensation.

6A.10 Card disputes. If a borrower disputes a deposit charge with their bank, we may share the loan records (photos, confirmations, chat) with our payment provider and the bank to respond.

6A.11 Fees. Vicinamano covers the payment provider's fees for deposits. Members pay nothing extra.

7. Safety rules and what is not allowed

7.1 Meeting safely. For a first meeting, meet in a public place where possible, tell someone you trust where you are going, and trust your instincts: you can cancel at any time without explanation. Our Safety Tips page gives more advice.

7.2 Activities not allowed on Vicinamano:

7.3 Items not allowed: weapons and replicas, drugs and medicines, alcohol and tobacco, vehicles, animals (lending or giving away), counterfeit or stolen goods, hazardous substances, and anything illegal to own or share.

7.4 Behaviour not allowed:

7.5 Emergencies and crimes. If you are in danger, call 112 first. Then report the member to us. Where we become aware of information suggesting a threat to someone's life or safety, we will inform the competent authorities.

8. Your own legal and tax responsibilities

8.1 You are responsible for complying with the laws that apply to you when you help, borrow or lend, including safety rules, building or condominium rules, and any insurance you need.

8.2 Because Vicinamano is non-commercial (section 5), exchanges should not create income. If you nevertheless receive anything of value, declaring it and paying any tax is your own responsibility.

8.3 Nothing on Vicinamano creates an employment, agency, partnership or contracting relationship between you and Vicinamano, or between members.

8.4 Consider whether your home or personal liability insurance (RC del capofamiglia) covers help you give or receive and items you lend. Vicinamano does not provide insurance for members.

9. Your content and reviews

9.1 Your content. You keep ownership of what you post (text, photos, messages). You give Vicinamano a free, non-exclusive licence to host, display and adapt it for the sole purpose of running and promoting the Platform, for as long as it stays on Vicinamano. You must have the right to post it and it must not break these Terms or the law.

9.2 How reviews are verified. Only members who both confirmed the same exchange can review each other. Reviews stay hidden until both have written theirs, or for 14 days, whichever is first. Scores show reliability, communication and quality of help.

9.3 Honest reviews only. Reviews must describe a real experience. You may not write reviews of yourself, offer or accept anything in exchange for a review, or pressure someone to change one.

9.4 Right of reply. Each member can publish one public reply to a review about them.

9.5 Removing reviews. We never remove a review because it is negative. We remove reviews only if they break these Terms or the law (for example, insults, personal data, or a review not linked to a real exchange). We tell both members when we do.

10. Reporting, moderation and appeals

10.1 Reporting. Anyone, member or not, can report a post, profile, message or review they believe is illegal or breaks these Terms, using the Report button or report@vicinamano.com. Tell us what it is, where it is, and why. We confirm receipt and handle reports promptly and without bias.

10.2 How we moderate. We review reported content and may use automated tools to detect spam, fraud and dangerous content. A person reviews any decision to suspend or close an account. We are not obliged to monitor all content.

10.3 What we can do. Depending on how serious the breach is, we may: remove or hide content, limit visibility, issue a warning, temporarily suspend features, suspend the account, or close it permanently. We act immediately where safety is at risk.

10.4 Reasons. When we act against your content or account, we tell you what we did, why, which rule or law applies, whether automated tools were involved, and how to appeal.

10.5 Appeals. You can appeal any decision within 6 months through Settings → Help → Appeal, free of charge. A different person from the one who made the decision will review it and reply within 14 days. You may also use a certified out-of-court dispute settlement body or go to court.

10.6 Repeated misuse. We may suspend for a reasonable period members who often post clearly illegal content, or who often file clearly unfounded reports, after warning them.

10.6A Permanent removal (zero tolerance). Serious or repeated breaches of these Terms or of the Community Guidelines (for example a false identity, harassment, threats, violence, theft or not returning items, fraud, sexual content, anything involving minors, or dangerous activities) lead to the permanent closure of the account. A person whose account has been permanently closed may not create a new account, with any email, phone number or identity. To enforce this, we keep the email address and the anonymous code of the identity document (see section 2.4) of removed members for as long as the ban applies, and we close any new account that matches them. You can still appeal the decision as described in section 10.5; if the appeal succeeds, the ban is lifted.

10.7 Contact points. Members: support@vicinamano.com. Authorities, the European Commission and the Digital Services Board: dsa@vicinamano.com, in Italian or English.

11. Liability

11.1 What we are responsible for. We are responsible for providing the Platform with reasonable care and skill, as described in these Terms. As required by Italian law, nothing in these Terms limits our liability for wilful misconduct or gross negligence, for death or personal injury caused by our own acts or omissions, or for any other liability that cannot legally be limited.

11.2 What we are not responsible for. Because we are not a party to exchanges between members (section 1.2), we are not responsible for:

11.3 Availability. We work to keep Vicinamano available and secure, but it may sometimes be interrupted for maintenance, updates or reasons outside our control. We will tell you in advance about planned interruptions where we can.

11.4 Other cases. In cases not covered by section 11.1, our total liability to you is limited to the membership fees you paid in the 12 months before the event.

11.5 Your responsibility. You are responsible for any damage you cause to other members, third parties or Vicinamano by breaking these Terms or the law.

12. Privacy, location and intellectual property

12.1 Privacy. We process your personal data as explained in our Privacy Policy, in line with the GDPR and Italian data protection law. You can access, correct, export or delete your data at any time from Settings or by writing to privacy@vicinamano.com. You can also complain to the Italian data protection authority (Garante per la protezione dei dati personali).

12.2 Location. Other members only ever see an approximate area for you, not your address. We use your precise location only to show nearby posts, and only with your permission, which you can withdraw in your phone settings.

12.3 Other members' data. Use what you learn about other members (names, addresses, phone numbers) only to arrange the exchange you agreed. Do not share it, store it for other purposes or contact them after they ask you to stop.

12.4 Our intellectual property. The Vicinamano name, logo, design and software belong to Hatem Murad (Vicinamano). You may not copy, modify, resell or reverse-engineer them, or use our brand without written permission.

13. Changes, ending your account, law and contact

13.1 Changes to these Terms. We will tell you by email and in the app at least 30 days before an important change takes effect. If you do not agree, you can close your account before then at no cost. Changes required by law or for safety may apply sooner.

13.2 Closing your account. You can delete your account at any time in Settings. Your posts are removed; reviews you wrote may stay visible without your name, to keep other members' review history accurate. We keep some data for the periods the law requires, as set out in the Privacy Policy.

13.3 If we close your account. Apart from the cases in section 10, we may end these Terms with 30 days' notice, for example if we close the service, and refund any unused membership fee.

13.4 Law. These Terms are governed by Italian law. If you live in another EU country, you also keep the protection of the mandatory consumer rules of that country.

13.5 Disputes. Please contact us first; most issues can be solved quickly. You can also use an out-of-court consumer dispute resolution body (ADR) recognised in Italy. For any court case, the court of the place where you, as a consumer, live or are domiciled has jurisdiction.

13.6 Language. These Terms are available in Italian and English. If they differ, the Italian version prevails.

13.7 Contact. Vicinamano – Hatem Murad, Milan, Italy · support@vicinamano.com.