Terms of membership

1. What we do

We act as your family's private office: one contact who organises, coordinates and follows up the practical, administrative and household matters you entrust to us, with our own team and with independent partners.

We never manage assets, never provide investment, financial, legal, tax or medical advice, and are not an insurance intermediary. When such advice or service is needed, a licensed professional provides it directly, under their own responsibility and terms. Your banker stays your banker: we coordinate, we do not invest.

We do not keep your money in custody. A service we provide or resell is invoiced by us at our price; a partner or authority that works for you directly invoices you directly. How we earn our income is explained on the page "How we make money".

2. Contract and onboarding

The contract is formed when you complete checkout, or when you accept a quote for a single service. It is a mandate under articles 394 and following of the Swiss Code of Obligations.

Before we start, we may ask for proof of identity and, where a partner or the law requires it, further information. We may decline a membership or a task without giving reasons, in particular where a request would be unlawful or would conflict with these terms.

3. Acting on your behalf

We act in your name only when you have authorised us for a specific matter, in your account or in writing. Signatures, applications and commitments that bind you are made by you, or by us with a power of attorney limited to that matter: signed by you in your account after an identity check, by hand, or with a qualified electronic signature, as the office asks. You can revoke it at any time in your account; it ends at once.

4. Plans, hours and response times

Each plan includes a monthly number of hours, a set of included services and a discount on other services, as shown on the Plans page when you subscribe. Time is recorded per task in your account in 15-minute steps and includes the time we spend on calls, emails, forms and coordination for you. Travel time within Geneva counts only when you ask us to be present in person.

Unused hours roll over to the following month only. Additional hours are charged at your plan's hourly rate, after you approve them.

We answer within one working day (Monday to Friday, 9:00 to 18:00, Geneva time, except public holidays). Private members also have an emergency line outside these hours for urgent matters.

5. Free trial and start of the service

The free trial of 14 days is offered only while the plans and join pages show it; for new members it ends when the free family audit opens, which replaces it. A trial already started runs to its end on the terms of version 2.0: up to 14 days and 2 hours of work, nothing charged if you cancel in your account before it ends. One trial per family.

After the free family audit, before any membership, we may offer one first task free of charge, once per family and per e-mail address: advice, preparing documents and calls, up to the time shown in your account. Before a contract we never act in your name on it (no signature, application or commitment), and nothing is charged; what goes beyond it is quoted first.

When you join without a trial, you ask us to start the service as soon as you pay. If you have a right to withdraw within 14 days and use it, you pay for the services already provided until then. This right to withdraw is not the same as the 14 days you have to pay an invoice (section 6).

5a. Pilot families

We may invite a family to a pilot: the membership works as described in these terms, without payment, for a period we set and tell you in writing. We tell you at least 14 days before the pilot ends. You then choose a plan, and these terms apply in full from its first day, or the pilot ends and your data is handled as in the Privacy policy. A pilot does not oblige you to become a member.

6. Term, payment and renewal

The membership is a 12-month commitment starting on the day you pay, or when your trial ends if you started with one. You pay monthly, or yearly in advance with the discount shown when you join, by bank transfer against our invoice with a Swiss QR bill. Prices are in the currency of your country's plan (Swiss francs, or euros for countries in the euro area); VAT is added where it applies. When you move to a larger plan during the term, we invoice the difference at once: for the rest of the current month if you pay monthly, or for the whole months left in the term if you paid the year in advance (with the same yearly discount). The invoice is payable within 14 days; the larger plan opens on the day we receive the payment. A smaller plan starts at the end of the current term.

The membership renews for 12 months unless you or we cancel it at least 30 days before the end of the term. We remind you by email 45 days before renewal.

If a payment fails, we remind you. If it is still unpaid 10 days after the reminder, we may pause work until it is settled. Late payments bear interest at 5% per year (art. 104 CO).

We may adjust prices for the next term with at least 60 days' notice; if you do not accept, you may cancel for the end of the current term.

7. Ending the membership early

Swiss law allows either party to end a mandate at any time (art. 404 CO). If you end the membership before the end of a 12-month term, the monthly price becomes the flexible monthly price shown on the Plans page for the months already used, and you pay the difference to the committed price you were charged; a yearly payment in advance is refunded for full months not yet started, after this adjustment. Fees for work already done and approved expenses remain due.

We may end the membership with immediate effect for serious reasons, including non-payment after reminder, abusive behaviour towards our team or partners, or requests that are unlawful. If we end it without such a reason, we refund in full the months not yet started.

8. Services outside your plan

For any service not included in your plan, we show the price before you confirm, and you approve it in your account or in writing. Single services may be ordered without a membership at the non-member price shown.

Third-party costs (fees of authorities, partners, travel, goods) are not included unless the quote says so. They are paid by you directly to the provider, or, when we provide or resell the service, invoiced by us at the price shown in the quote.

9. Partners

Partners are independent professionals and companies we have vetted. They are not our employees or agents. A partner performs its work under its own licence, terms and liability; we tell you who it is and on what terms before work starts, and the partner sees your details only as described in the Privacy policy (section 5). We help you if something goes wrong.

An adviser of your own may also invite you to work with them in your account (a lead). The adviser advises you under its own professional responsibility; Oukla gives no legal, tax or financial advice. Oukla may automatically check the correspondence between you and your lead for breaches of the law; our staff read it only when there is a suspicion, with a record in our log. You choose what your lead sees and can close it at any time; your account, documents and messages stay yours.

Invoices your adviser sends you through your account are settled directly between you and the adviser: issued in their name and paid to their bank account; Oukla takes no part in the payment, and our staff do not see the amounts except when we review a suspected breach of the law as described above.

A plan or an estimate your adviser shares with you in your account (stages, dates, scope, price) is an arrangement between you and the adviser alone; Oukla is not a party to it.

10. Commissions and introductions

Partners may pay us for introductions and for being part of our network, in three forms: a percentage of the amount of the partner's deal, up to 20%; a fixed amount per introduction, up to CHF 1,000; a monthly fee for being listed, up to CHF 2,000. These fees stay with us: you agree that they are not passed on to you and waive, to that extent, your right under article 400 of the Code of Obligations to receive them. The page "How we make money" explains how we earn our income.

We never receive retrocessions on investments, because we do not deal with investments. Where the law requires a fee or discount to be passed on to you (for example for services covered by compulsory health insurance), we pass it on.

How we make money →

11. Your cooperation

You give us accurate information, and the documents and authorisations we need, in time. Where a deadline depends on your signature or decision, we remind you; we are not liable for consequences of late or missing input from you.

12. Household staff

You remain the employer of your household staff. We organise recruitment through licensed placement agencies and payroll and social insurance through licensed partners, on your behalf and on your instructions.

13. Confidentiality and data

We keep all information about your family confidential during and after the membership, and our team and partners are bound by the same duty. We disclose information only to perform a task you asked for, with your consent, or where the law requires it. Personal data is processed as described in our Privacy policy.

14. Quality and complaints

If you are not satisfied with a task, tell your contact or write to hello@oukla.app. A founding partner reviews every complaint and answers within 5 working days. Where we made a mistake, we redo the work at our cost or credit the hours.

15. Liability

We perform our services with the care that can reasonably be expected of a professional private office. We are liable for damage caused intentionally or through gross negligence. To the extent permitted by law, liability for slight negligence and for indirect or consequential damage is excluded, and our total liability per year is limited to the fees you paid us in that year.

We are not liable for the work of independent partners, authorities or third parties, or for events beyond our reasonable control (force majeure), but we help you enforce your rights.

16. Changes to these terms

We may change these terms for future periods. We tell members at least 30 days in advance; if you do not accept a change that is to your disadvantage, you may end the membership when it takes effect, without the adjustment in section 7.

17. Final provisions

If a provision is invalid, the rest remains in force and the invalid provision is replaced by the valid one closest to its purpose. We may use subcontractors bound by the same duties. You may not transfer the membership without our consent.

Swiss law applies, excluding conflict-of-law rules. The courts of Geneva have jurisdiction, subject to mandatory rules that allow consumers to sue or be sued at their place of residence.