Terms of Service

Last updated: 15 October 2026 · Version: v3

What changed on 15 October 2026. Sections 9 and 10 now describe how a person takes part in matching today: a person at Ayla reviews every round of suggestions before a home sees it, and the home chooses who to meet. We removed the statement that a person reviews every introduction on the women-only track.

What changed on 2 October 2026. Section 8bis now sets out the rules for profile photos and the words you write on your profile, and section 8 says how to use the profiles you see.

Welcome to Ayla. These Terms are the agreement between you and the company that runs Ayla. Please read them before you use the service. They are written to be clear. If anything is unclear, ask us before you agree, using the contact details in section 1.

1. Who we are

Ayla is operated by Ayfinity Labs S.à r.l.-S, a company registered in Luxembourg.

Registered company name: Ayfinity Labs S.à r.l.-S
Legal form: société à responsabilité limitée simplifiée (SARL-S)
Registered office: 13A, Avenue Guillaume, L-1651 Luxembourg
Trade and Companies Register (Registre de Commerce et des Sociétés, RCS Luxembourg) number: B309934
VAT identification number: LU37653060
Contact email: hello@ayla.lu
WhatsApp: +352 404 002
Website: ayla.lu

In these Terms, "Ayla", "we", "us" and "our" mean Ayfinity Labs S.à r.l.-S. "You" means the person using the service.

2. What Ayla is, and what Ayla is not

This section is important. It defines what you are getting, and the limits of our role.

Ayla is an introducer of people. Ayla helps people who are looking to share a home find each other. It connects individuals so that they can choose, for themselves, whether to live together. That is the whole of what Ayla does.

Ayla is not, and never becomes, any of the following:

Ayla is not a landlord. Ayla does not own, rent out, or sublet any room or home.
Ayla is not a real-estate agent (agent immobilier) and not a real-estate lead introducer to professionals (apporteur d'affaires immobilier). Ayla does not act for a fee or a mandate to sell, let, exchange, or transfer any property on anyone's behalf, and Ayla does not earn a commission on any rental.
Ayla is not a property manager. Where Ayla helps a property manager or the people running a shared home find flatmates, that person remains the operator and the responsible party. Ayla introduces; it does not operate.
Ayla is not a party to any lease, tenancy, flatshare agreement, or other arrangement you reach with anyone you meet through Ayla. Ayla does not sign it, co-sign it, guarantee it, or stand behind it.
Ayla does not give legal advice. Anything Ayla tells you about how flatshares or leases work in Luxembourg is general information only, and it points you to the official Luxembourg sources for the specifics. It is never advice about your particular situation, and Ayla never drafts or reviews a clause for you.
Ayla does not handle your money beyond its own service fee. Ayla does not collect rent, does not hold deposits, does not hold any money on behalf of anyone else, and does not take an agent's commission. The only payment that flows through Ayla is the service fee you pay Ayla, handled by a payment processor, in the same way you would pay for any online service. Rent and deposits, if any, are arranged directly between you and the person or household you join, and are nothing to do with Ayla.

What this means for you in plain terms: Ayla introduces you to people who genuinely fit, with honest effort. Whether you end up living with someone, on what terms, and how that arrangement goes, is between you and them. You are responsible for your own decisions and your own agreements.

3. No guarantee of a match

Ayla is a matchmaking and introduction service. Ayla does not guarantee that you will find a room, a flatmate, or a home, and does not guarantee any particular outcome. What you are paying for is active matchmaking, that is, introductions to people who genuinely fit, made with honest effort. You are not paying for a guaranteed result.

We will never tell you that we will find you a home or a flatmate, and you should not rely on any such promise from anyone. The number, timing, and quality of introductions depend on who else is using Ayla, what they are looking for, and many things outside our control.

4. The service fee

Ayla is currently free to use. There is no service fee today, and you will never be charged without agreeing to a clearly presented price first.

If we introduce a service fee for active matchmaking, we will update these Terms first, and before you are ever asked to pay you will be shown:

the total price, including all taxes (the all-in amount, with no hidden extras);
whether the fee is a one-off payment or a recurring (subscription) payment, and if it recurs, how often;
exactly what the fee buys (active matchmaking, that is, introductions to people who fit, with honest effort, and never a guaranteed outcome); and
how long the service runs for that fee.

Any such fee would be for Ayla's matchmaking service only. It is not rent, not a deposit, and not a commission on any rental. See section 2.

5. How and where you pay, and your confirmation

This section applies only once a service fee exists. You would pay through a secure payment page provided by our payment processor. When you reach the moment of payment, the button that completes your order is labelled clearly so that you know you are agreeing to pay (for example, "Pay [amount]"). You are never charged without that clear, deliberate step.

After you pay, we will send you a confirmation you can keep, in a durable form such as an email or a downloadable document, including a copy of these Terms, your order details, the price, and your withdrawal information.

6. Your 14-day right to withdraw, and how starting now affects it

Because you sign up at a distance (over WhatsApp and the web), you normally have a right to withdraw within 14 days of agreeing to these Terms, without giving any reason and without penalty. This is your right under EU and Luxembourg consumer law (the Code de la consommation). You can exercise it by telling us clearly that you withdraw, using the contact details in section 1 or any clear statement to that effect. We will provide a simple way to do this and, if you ask, a model withdrawal form.

Here is the part that matters, because Ayla starts working for you straight away. Ayla's whole point is that matchmaking begins essentially immediately after you join. There is no waiting period where nothing happens. So before matchmaking begins, we will ask you to make a clear, separate choice:

You can ask Ayla to start matchmaking for you right away, during the 14-day withdrawal period. If you do, you agree that you give your express consent for the service to begin now, inside the 14 days, and you acknowledge that you will lose your right to withdraw once the service has been fully performed.

This is an affirmative choice you make on purpose. It is not a pre-ticked box and it is not hidden in the fine print. We record your choice and the exact wording you were shown, so that it is clear and provable later.

What this means in practice:

If you do not ask Ayla to start during the 14 days, your full 14-day withdrawal right stays in place until it expires, and matchmaking waits.
If you ask Ayla to start during the 14 days and then withdraw before the service is fully performed, you keep your withdrawal right up to that point. You pay only a fair, proportionate amount for the matchmaking actually carried out for you up to the moment you withdraw, and we refund the rest. See section 7.
If you ask Ayla to start during the 14 days and the service is then fully performed, your withdrawal right is used up, exactly as you acknowledged. This is how starting immediately works under the law.

7. Refunds and the fairness accounting

Withdrawal refunds. If you withdraw within the 14 days and you had not asked the service to start, you get a full refund. If you had asked the service to start and you withdraw before it is fully performed, you pay a proportionate amount for the matchmaking already carried out, and we refund the balance. Any refund due is made promptly and in any case within 14 days of when you tell us you are withdrawing.

Outside the 14-day window. While Ayla is free, there is nothing to refund. If a service fee is introduced, the refund policy that applies outside the withdrawal window will be set out here at the same time.

The fairness accounting (how Ayla allocates introductions). Ayla uses an internal fairness system so that no one person can take up an unfair share of introductions while others wait. In short:

If you are shown to a household and the place is taken by someone else in a fair process, that does not count against you. Your standing is preserved.
If you are shown and you politely decline, that counts only partially.
If you are shown and you never reply at all, that counts fully, because it costs other people a real opportunity.

This system is designed to be fair, not to disadvantage you. It never means that we take your fee and quietly stop matching you. If you ever want to understand where you stand, you can ask, and we will explain it in plain human terms, for example, "you were shown to three homes recently: one was taken by someone else so it was refunded, one was a polite no so it counted partially, one had no reply so it counted fully." See section 10 for your right to ask a human about any decision.

8. Acceptable use

Ayla is a service built on trust and safety. When you use Ayla, you agree that:

the information you give about yourself is true and your own (you are the real person, your details are accurate, and you do not impersonate anyone);
you are 18 or older;
you treat other people on Ayla with respect and do not harass, threaten, abuse, defraud, or discriminate against anyone;
you do not use Ayla to break the law, to scam or solicit money from other users, to advertise unrelated services, or to scrape or harvest other people's data;
you do not misuse the women-only track (see section 9), for example by misrepresenting your eligibility to gain access to a space that is not for you;
if you see someone's profile because they might join your home or rent your room, you use it only to decide about them, you share it only with the people deciding with you, you do not keep copies of it, and you never turn someone down because of their ethnic origin, religion, disability or sexual orientation; and
you understand that the people you meet through Ayla are strangers, that Ayla introduces but does not vet every aspect of a person's character or conduct, and that you use your own judgement and take normal precautions when meeting and choosing to live with anyone.

If you break these rules, or if your conduct puts others at risk, we may pause or end your access to Ayla. Where it is safe and lawful to do so, we will tell you why.

You can report a concern about another user, about safety, or about content you believe is illegal or breaks these Terms, at any time using the contact details in section 1. That is the single point of contact for reaching us about content on Ayla. We take these reports seriously, we look at them, and we keep a record of them. Where we act on a report by removing content or restricting access, we will, where it is safe and lawful, tell the affected person why.

8bis. Our content rules, how we enforce them, and how to contest a decision

Section 8 says what we ask of you. This section says what we do when someone does not keep to it, so that nothing about enforcement is a surprise.

What is not allowed here. The rules are the commitments you make in section 8, plus the women-only track rules in section 9. In short: no harassment, threats, abuse or discrimination; no impersonation and no false information about yourself; nothing unlawful, no scams and no soliciting money from other users; no advertising unrelated services; no scraping or harvesting other people's data; and no misuse of the women-only track. Photos, profile text and listing text you provide are covered by these rules in the same way your messages are. For the photo on your profile: it must be a real, recent photo of you, with nobody else's face in it; no nudity or sexual content; no phone numbers, addresses or other contact details; and nothing hateful. The words you write on your profile follow the same rules: nothing sexual, no contact details and nothing hateful. A person at Ayla checks each new profile photo, and each new answer or note you write for your profile, against these rules before anyone else sees it. We look at a photo only against these rules. We never use it to decide your gender or which track you can join.

How to tell us about a problem. You can report another user, a safety concern, or content you believe is illegal or breaks these Terms, at any time, using the contact details in section 1 or by telling Ayla in your chat. That is our single point of contact for anything to do with content on Ayla, and it is also the contact point for authorities. Tell us what happened and, if you can, who it involves. You do not need to use any particular form of words.

What we do with a report. A person at Ayla reads it. We look at what you told us, we look at the account or content it concerns, and we decide. We keep a record of every report and of what we decided. We look at anything that suggests someone is at risk as soon as we can. We will get back to you about your report.

Who decides. A real person decides every one of these measures. No automated system and no artificial intelligence decides to pause or end someone's access, or to remove anything you wrote. One exception, at your own request: if you tell Ayla to cut contact with someone, that person is blocked from being reintroduced to you immediately, and a person at Ayla reviews it afterwards. Automation also plays a part before a decision, and we want to be plain about it: if you report something by telling Ayla in your chat, the assistant reads what you write and sorts it into a category, and a simple word check watches for messages that suggest someone is in immediate danger, so that urgent cases reach a person faster. Neither of those decides anything about you. This is separate from the matchmaking side of Ayla, where we use AI to build your profile and help rank who fits whom, described in section 10. If a machine ever starts deciding safety measures, we will update this section and tell you before it does.

What we can do about it. Depending on what we find, we may:

end a specific connection between two people, and stop introducing that person to anyone else through Ayla;
pause or end your access to Ayla, so that you are not introduced to anyone;
remove specific information you gave us, such as a line of profile text or a photo; or
do nothing, because the report did not stand up.

We use the least we reasonably can to keep people safe, we look at each case on its own facts, and we take account of the rights and interests of everyone involved, including yours. A measure applies to the whole of the Ayla service, which we run only in Luxembourg.

We will tell you. If we apply a measure to you, we will tell you what we did, when the report came in, what kind of problem it concerned, the rule or the law it was decided under, that a person decided it, and how to contest it. We give that notice under Article 17 of the EU Digital Services Act. There are two things we will not include: what the report actually said, and who made it. That is to protect the safety and the privacy of the people involved.

If you disagree. You can ask us to look again, free of charge, for up to six months after we tell you about the measure, by replying to the message we send you or by writing to us at hello@ayla.lu. We will confirm we have your request as soon as we can, and a person will look at it again and give you a decision without undue delay. If you are not satisfied:

as a consumer you can take the dispute to the Service national du Médiateur de la consommation, named in section 14;
you can bring the matter before the competent courts of Luxembourg, as set out in section 14; and
if your question is about the personal data we hold about you, write to privacy@ayla.lu, and see our Privacy Policy.

Nothing in this section takes away any right you have as a consumer, or any right you have under data-protection law.

When we act first and explain after. If someone is in immediate danger, we act first and explain afterwards. Where there is a suspicion of a criminal offence that threatens someone's life or safety, we may inform the Luxembourg authorities, and we may hold on to the record of a report while that is going on. We tell you what we can, when we can, unless telling you would put someone at risk or interfere with what the authorities are doing.

9. The women-only track

Ayla is a service for everyone, with a dedicated women-only track inside it. It is not a women-only service overall. Most homes and matches sit in a mixed, open pool that serves everyone. Alongside that, women can choose a women-only living space.

How it works:

A woman can choose women-only or mixed. A man can choose mixed.
The women-only track is a genuine, narrowly drawn privacy and safety measure for living space. It is permitted under EU equal-treatment law as a justified single-sex measure. Men are served by a real, parallel mixed pool, so the women-only track is one track within the service, not the whole of it.
Eligibility for the women-only track is about who will live in the home. It is not asked of the people who operate or manage a home. A home that is for women to live in can lawfully be run by anyone.
Eligibility for the women-only track rests on your own answer to the gender question at the start. If identity checks are switched on for this track as we grow, they run only at the point they matter, and the result is kept to the minimum needed and used only to apply this track. The details, and how this data is protected, are in our Privacy Policy.
If you choose women-only, you will never be shown mixed homes unless you affirmatively choose to widen your search, and we record that choice. The strict setting stays in place until you say otherwise.
The women-only or mixed nature of any specific home is labelled plainly and shown to everyone before they join it.

10. How Ayla uses AI and your personal data

Ayla uses artificial intelligence to read your messages and build your profile, and to help rank who fits whom. Two things you should know:

How your data is handled is set out in full in our Privacy Policy. That notice covers what we collect, why, the legal bases, who processes it (our service providers), how long we keep it, where it is processed (within the EU), and all of your data-protection rights. These Terms do not replace the Privacy Policy. There is also a plain-language AI at Ayla page.
Decisions about introductions are made with a human in the loop. A real person at Ayla reviews every round of suggestions before a home sees it, and the home chooses who to meet. A decision about you is not made by a machine alone. We keep an internal record of these decisions. You always have the right to ask a human about a decision, to give your point of view, and to contest it, using the contact details in section 1. If we ever increase how much of this is automated, we will tell you and keep these rights in place.

11. Limitation of liability

Nothing in these Terms removes or limits any right you have under Luxembourg consumer law, and nothing here limits our liability for death or personal injury caused by our fault, for fraud, or for anything that cannot lawfully be limited. Your statutory rights as a consumer always apply.

Subject to that, and because Ayla is an introducer and not a party to what happens between you and the people you meet:

Ayla provides its matchmaking service with reasonable care and skill (an obligation of means), but does not promise a result. We are responsible for providing the introduction service honestly and competently. We are not responsible for whether you find a home, who you choose to live with, how that person behaves, or how your living arrangement or lease turns out, because those are decisions and relationships between you and other people, not Ayla.
Ayla is not responsible for the conduct, honesty, safety, or reliability of any other user, nor for any agreement, lease, payment, or dispute between you and anyone you meet through Ayla.
Ayla is not liable for losses that were not reasonably foreseeable, or that arise from your own breach of these Terms or your own choices, or from events outside our reasonable control.
The general information Ayla provides about how flatshares and leases work is not advice, and Ayla is not liable for how you act on general information. For your specific situation, use the official Luxembourg sources we point you to, or take professional advice.

12. Changing these Terms

We may update these Terms from time to time, for example to reflect changes in the service, in our pricing, or in the law. If we make a material change, we will tell you in advance and, where the law requires, ask for your agreement before the change applies to you. We will never change the price or the substance of what you have already paid for without telling you first. The current version is always the one published on ayla.lu, with its version number and date.

13. Ending the service

You can stop using Ayla at any time.

Ayla is currently free, so there is no subscription or recurring payment to cancel. If a recurring fee is ever introduced, you will be able to cancel it through a channel at least as easy as the one you used to sign up, with no hoops.

We may pause or end your access if you break these Terms, if your conduct puts other people at risk, or if we are required to by law. Where it is safe and lawful, we will explain why.

14. Governing law and how to resolve a dispute

These Terms, and any dispute about them or about your use of Ayla, are governed by the law of Luxembourg. As a consumer, you also keep the protection of any mandatory rules of the country where you live.

If something goes wrong, please contact us first using the details in section 1. We genuinely want to put things right, and most issues are resolved quickly that way.

If we cannot resolve it together, you can bring the matter before the competent courts of Luxembourg, without prejudice to any right you have to bring proceedings in the courts of your own country of residence where the law allows.

As a consumer in Luxembourg, you can also take a dispute to the Service national du Médiateur de la consommation (the national consumer mediation service): Ancien Hôtel de la Monnaie, 6, rue du Palais de Justice, L-1841 Luxembourg, mediateurconsommation.lu. Mediation there is voluntary and confidential.