Merlin Service Hub — Supplier terms
Version 2026-10-10-77e2362995ac
Responsible business and contact
Merlin Service Hub is the brand used to coordinate the requests, proposals, payments and support described in this document. Legal name: MERLIN SERVICOS EMPRESARIAIS LTDA. CNPJ: 52.195.407/0001-15. Address: Avenida Jornalista Ricardo Marinho, 450, apto. 1803, Barra da Tijuca, Rio de Janeiro/RJ, CEP 22631-350. Privacy email: daniel@merlincpt.com.
Product and service confirmation
The invitation describes the request. Confirm only the specifications, quantities, scope, amount, lead time and availability you can fulfil. Include delivery and other additional charges in the amount provided and itemize them before the proposal, where applicable. Product substitutions or subsequent changes require prior communication and acceptance. The quote is recorded before these terms are shown; the customer proposal follows only after acceptance of the current version. Comply with the technical, safety and qualification requirements applicable to the product or activity.
Agreed amount and payout
The supplier receives payment for a product or service delivered satisfactorily in accordance with the agreed scope. Payout is released only after the customer’s payment has been fully and effectively settled, and the customer confirms satisfactory delivery or the 24-hour review period closes without a response or complaint. The method and timing must be set out in the commercial agreement. Stripe Connect processing takes up to 2 days, including up to 24 hours for customer review and up to 24 hours for internal processing. Manual payment by Pix in Brazil or credit card, subject to operational availability in the country, may also be agreed and takes up to 3 business days. These periods require satisfactory delivery, available settled funds and no holds; they do not start while the funds remain pending. Merlin records the manual payment receipt. Bank credit follows the institution’s own timing. An immediate transfer is not presumed. Any outstanding issue must be communicated and open to challenge, without indefinite unilateral withholding. Do not charge the customer additional amounts without prior agreement.
Data and property access
Business registration details, contacts and commercial terms are restricted to operations, except for legally required information. For services, the customer receives the confirmed professional’s name. A document for building access requires a justified purpose and specific consent, with access restricted to the customer for that request. If consent is refused and identification is needed for access, a minimal alternative will be discussed. Use customer data only for the contracted service or supply.
Disputes and responsibilities
Report any impediments and provide your account if a complaint arises. Merlin considers both accounts and the available records to arrange correction, repeat performance, an accepted replacement or a refund review. This procedure does not remove consumer rights or the legal responsibilities of the supplier and Merlin.
Acceptance and conversation
The terms are presented once per version in the conversation; acceptance is explicit and recorded. You may consult the text and request human support. Accepting these terms does not mean giving blanket consent to optional uses of data: those requests are separate.
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.