Terms & Conditions

Last updated: 27th June 2025

Preamble

Urban Change Lab stands for transparency, sustainability, and an open, collaborative development of individual products and ideas. Our goal is to make creative ideas a reality through international cooperation between clients and artisans.

We value respectful, partnership-based interactions and place openness, knowledge sharing, and fairness at the center of our work. Ideas developed on our platform are intended to benefit society as a whole and are made openly available as Public Domain. We explicitly distance ourselves from protection rights such as patents and trademarks, as we see these primarily as postcolonial instruments that tend to hinder rather than promote innovation.

These terms and conditions govern the use of the platform www.urbanchangelab.com and all associated services by clients and artisans. They are available in both German and English.

§1 Scope, Definitions and Contracting Parties

(1) Scope

These Terms and Conditions apply to all contracts and usage conducted via the platform www.urbanchangelab.com or associated services between

Urban Change Lab GmbH, Habersaathstraße 31, D-10115 Berlin (hereinafter “Urban Change Lab,” “we,” or “platform operator”),

clients (natural or legal persons), and

artisans registered on the platform.

(2) Definitions

• Client(s): Any natural or legal person who submits an individual product or idea request, places an order, or redeems a voucher via our platform.
• Artisan: Any natural or legal person who submits offers, manufactures, and delivers individual products via the platform.
• Platform operator: Urban Change Lab GmbH as provider of the online mediation platform.
• Offer: The non-binding, free compilation of conditions and details for an individual product or idea by an artisan.
• Item Story: The public documentation of the development process of a product or idea, including communication, photos, and results.
• Public Domain: All submitted ideas, concepts, and developments are published as public domain and are open for third-party reuse.
• AI (Artificial Intelligence): Automated systems supporting and moderating the inquiry and manufacturing process, quality control, and communication.
• Voucher: Gift voucher that can be redeemed (in whole or in part) towards the payment of a project.
• Shipping service provider: Commissioned logistics companies, especially DHL or Parcarma (see shipping section).
• Parcarma: An independent digital platform for community-based logistics, enabling registered users to organize transportation of items within trusted communities.

(3) Parties and Applicability

These Terms and Conditions apply to all user groups (clients and artisans), regardless of whether they are consumers or business users.

Deviating terms from users only apply if expressly approved by the platform operator.

§2 Conclusion of Contract, Offer Process, and Duties

(1) For Clients

• Request & Free Offer Preparation
  Clients may submit individual requests for the manufacture of a product or the implementation of an idea via the platform. The offer prepared by the artisan is generally free of charge and non-binding.
• Binding Acceptance of the Offer
  After clarification of all details and receipt of a final offer, the client decides on acceptance. Only with explicit acceptance (e.g., by clicking the corresponding confirmation button) does a payment obligation arise.
• Payment & Start of Production
  Production generally begins only after full payment has been received to ensure the binding nature of the order.
• Involvement & Coordination During Production
  Clients are actively involved in the creation process. They are regularly informed about progress and can ask questions or provide feedback. The aim is to achieve the best result together with the artisan and ensure satisfaction. Should additional wishes or changes arise during production, the client and artisan coordinate directly via the platform as to whether these can be implemented within the agreed budget or will incur additional costs. Please note that Urban Change Lab’s margin and applicable taxes are added to the artisan’s costs.
• Publication Settings & Transparency
  Urban Change Lab stands for transparency and openness. Projects are generally documented and presented publicly as an Item Story. The client can use their account to set which of their own uploaded images are publicly visible or remain private at any time. Photos provided by the artisan or by our photographer are part of the public Item Story and cannot be hidden. For the communication, the client can control the visibility of the ongoing discussion with the artisan through their login. The original request and subsequent review are generally public and cannot be hidden.
• Quality Control & Responsibility – Fair and Collaborative
  A fair and transparent process is especially important to us. At the end of production, the client checks—using the photos or videos provided by the artisan—whether the result meets their expectations. This is a crucial step, as returning the product later is costly and complicated. The more individual or unusual the concept, the more important thorough checking becomes. Of course, the artisan is available as an expert for questions, but we ask all clients to check carefully—as is usual in our community. Features and characteristics clearly visible in the provided photos or videos are deemed accepted once the client has confirmed them. Should an error still be overlooked, Urban Change Lab and the artisan will always seek a good solution. Please note: Only with proper and careful checking will we possibly cover the cost of a replacement delivery. For complaints about aspects clearly visible in the images/videos, no new production can be demanded after confirmation and shipping.

(2) For Artisans

• Submission of Offers & Self-Assessment
  The artisan decides independently whether to submit an offer for a client request and is obliged to only offer for projects for which they have, in their own assessment, the necessary qualification and experience.
• Pricing and Fairness
  The artisan is obliged to transparent and honest pricing. Prices must be balanced and fair—calculated such that the artisan and any involved third parties or employees are appropriately compensated and not subject to self-exploitation, while being understandable and openly communicated to the client.For materials that can only be procured in larger units or are unusual, the artisan is required to discuss material calculation and possible further use with the client transparently. Urban Change Lab is committed to responsible work and fair working conditions throughout the value chain.
• No Middlemen/Subcontractors
  Only artisans themselves may submit offers and take on projects, with the majority of the work being completed by them personally. The involvement of intermediaries or so-called middlemen presenting themselves as artisans is not permitted. If special expertise or artistic input from third parties is needed for certain steps, this must be communicated openly during project communication. Responsibility for the project, communication, and results always remains with the originally commissioned artisan.
• Documentation & Communication
  Artisans undertake to transparently document the production process, in particular via photos, status updates, and open communication through the platform.
• Start of Production & Deposit
  With the client’s acceptance of the offer and payment, production begins. The amount and type of any deposit depend on the status and reliability of the artisan and are set individually.
• Payout & Confirmation of Satisfaction
  Full payout is made only after the client has confirmed successful completion and satisfaction. If the product is rejected for justified reasons, the artisan bears the risk for costs (material, labor, shipping). The Fair Deal approach applies: In case of conflict, moderation by Urban Change Lab, the Board of Advisers, or the community can be requested.
• Safety and Trademark Responsibility
  The artisan is responsible for product safety and compliance with legal requirements. If branded products or fakes are produced as part of a project, responsibility for any resulting customs issues lies with the person (client or artisan) who decided to apply the marking.

(3) Joint Regulations

• Platform and AI Usage
  Clients and artisans use the platform and, where applicable, AI-based tools for support in the inquiry, production, and communication process, as well as for quality control.
• Portal/Login Use
  Access to certain features requires registration and login. Users must keep their access data confidential and not allow unauthorized third parties to access it.
• Fairness and Community Moderation
  Urban Change Lab promotes open, respectful communication and offers moderated conflict resolution via the board or community in the event of disagreements.
• Image Rights and Content
  All artisans and clients are responsible for only uploading photos, images, and other content to Urban Change Lab for which they have the required usage rights or which they have created themselves. This ensures the protection of third-party copyright, trademark, and personality rights and promotes a fair, open environment.

§3 Pricing, Shipping Costs, Gift Vouchers, Payment, and Due Dates

(1) Pricing and Components

All projects are calculated individually. Prices are transparently and comprehensibly listed by the artisan in the offer. Price components include, in particular, material costs, labor costs, additional services, the Urban Change Lab margin, applicable taxes, and shipping costs.

For materials that can only be procured in larger units, the artisan informs the client transparently as part of the offer and, where possible, coordinates the use of remaining materials in advance.

(2) Shipping Costs

Shipping costs are automatically calculated by the system during the offer process based on dimensions and weights specified by the artisan and are transparently indicated in the offer.

If dimensions or weights change significantly during production, the artisan will promptly inform the client. In this case, shipping costs are recalculated according to actual expenditure and agreed upon together.

(3) Gift Vouchers

Urban Change Lab offers only gift vouchers, which can be purchased separately and used in accordance with the applicable voucher conditions for (partial) payment of a project. Redemption during an ongoing project is excluded.

(4) Payment Methods and Due Dates

Payment is made via the payment methods offered on the platform (e.g., credit card via Stripe, mPesa, bank transfer). Upon acceptance of the final offer, the invoice amount is due immediately. Production only begins after full payment has been received.

(5) Additional Services and Subsequent Changes

If, during production, additional requests by the client lead to extra services or changes, these will be communicated by the artisan via the platform. Any price adjustments will be agreed upon between client and artisan and recorded transparently before implementation.

(6) Currency and Exchange Rates

All offers and payments on Urban Change Lab are processed in euros (EUR) by default. If an artisan calculates in another currency (e.g., KES – Kenyan Shilling), the amount shown in the offer is converted at the official exchange rate plus a percentage adjustment to account for transfer costs.

The exchange rate used is disclosed in the offer.

Payment to the artisan is always in EUR as shown in the offer. Urban Change Lab accepts no liability for any exchange rate losses arising between offer submission and payout. EUR is the anchor currency for all platform transactions.

§4 Delivery, Shipping, and Transfer of Risk

(1) Delivery and Production Time

Products are individually manufactured by the artisan in accordance with the specifications agreed in the offer and production generally begins only after full payment has been received.

Due to international circumstances, individual production, and logistical peculiarities, unusual production and delivery times may occur. It cannot be guaranteed that deliveries will arrive by specific dates (e.g., for gifts). We recommend considering this in your planning.

Clients are regularly informed of progress during production.

(2) Shipping Methods and Selection

Shipping is made to the delivery address provided by the client using suitable shipping providers, especially DHL or Parcarma, depending on client preference, product characteristics, volume, and availability.

Note on Parcarma: Parcarma is an independent, digital platform for community-based logistics. Registered users can organize the transport of items within trusted communities through Parcarma. Availability depends on capacity and volume.

(3) Shipping Costs and Recalculation

Shipping costs are automatically calculated by the system during the offer process based on the dimensions and weights specified by the artisan and indicated transparently in the offer.

If dimensions or weights change significantly during production, shipping costs are recalculated accordingly and agreed upon with the client.

(4) Transfer of Risk

The risk of damage or loss of the product during shipping passes to the client or an authorized recipient upon handover.

(5) Customs and Import Regulations

Urban Change Lab reviews orders before acceptance and, as far as possible, points out any apparent import restrictions or customs requirements.

Final responsibility for compliance with all import, customs, and local regulations, however, rests with the client.

If products with trademarks, imitations, or fake markings are produced as part of a project, responsibility for resulting customs issues lies with the person (client or artisan) who decided to apply the marking.

§5 Item Stories, Publication, and Data Use

(1) Public Documentation (“Item Story”) and Publication

Urban Change Lab fosters transparency and collective learning. The story of each project (“Item Story”) is generally presented publicly on the platform. This includes the development process, communication, photos, and results.

Clients can use their account to control which of their own uploaded images are publicly visible or not at any time.

Photos provided by the artisan or Urban Change Lab (e.g., by photographers) are always part of the public Item Story and cannot be hidden.

The visibility of the ongoing discussion between client and artisan can be individually controlled. The original request and final review are generally public and cannot be hidden.

(2) Public Domain, Commons, and No Protection Rights

All ideas, drafts, and developments submitted or created during the project are published as public domain. This means: they may be used, further developed, copied, or modified by anyone worldwide—no protection or exclusive rights apply. This principle is designed to open up new opportunities and access to knowledge for artisans, especially from disadvantaged regions. As imitation and inspiration are common in the crafts sector, we do not wish to impede innovation through protection mechanisms but to promote open markets and collaborative progress.

Important note:

The public domain does not apply to content to which third-party rights exist (such as trademarks, copyrights, or design rights). Anyone uploading such protected works—such as a photo of a branded product—has no disposal rights over it. Each person uploading content (artisan or client) is responsible for ensuring that no third-party rights are infringed and that the use of the content on Urban Change Lab is permitted. Urban Change Lab accepts no liability for violations of rights through uploaded content. If notified of legal violations, affected content will be removed after review.

Urban Change Lab is not intended for the development of prototypes or the protection of confidential business ideas.

By using the platform, clients and artisans expressly consent to this open, public domain publication and reuse.

(3) Use of Personal Data and Transparency

Urban Change Lab stands for the greatest possible transparency. As part of public documentation and communication, personal information such as name, location, photos, or communication content is generally published unless the individual has expressly restricted this in their account (where technically possible, see above).

Important note: Personal information such as last name, telephone number, or email address must only be entered in the designated fields. If such data is entered in free text fields, image captions, or communications, it is automatically publicly accessible and can no longer be fully removed or controlled via the profile.

If such a mistake is made, please contact us immediately (by phone or email) so we can correct it as quickly as possible.

The platform is therefore not suitable for users who expect a particularly high level of privacy or confidentiality.

Further information about data processing can be found in the privacy policy published on the platform.

§6 Right of Withdrawal and Exclusion

(1) Right of Withdrawal for Consumers

Consumers (natural persons entering into a legal transaction for purposes not primarily attributable to their commercial or self-employed activity) generally have a statutory right of withdrawal.

Details of the right of withdrawal and the model withdrawal form can be found further below in these Terms and Conditions.

(2) Exclusion of Right of Withdrawal for Custom Products

The right of withdrawal does not apply to contracts for the delivery of goods that are made to the consumer’s specifications or are clearly tailored to personal needs (§ 312g Para. 2 No. 1 BGB).

As all products at Urban Change Lab are individually manufactured to order, withdrawal after acceptance of the offer is generally excluded.

(3) Goodwill and Customer-Oriented Solutions

Regardless of the statutory exclusion of the right of withdrawal, Urban Change Lab and the artisan always seek a fair, collaborative solution should changes or problems arise after conclusion of the contract.

Right of Withdrawal Policy

The following right of withdrawal applies only to contracts with consumers where no exclusion of the right of withdrawal exists (especially not for custom-made products as per §6).

Right of Withdrawal

You have the right to withdraw from this contract within fourteen days without giving any reason.

The withdrawal period is fourteen days from the day of the conclusion of the contract.

To exercise your right of withdrawal, you must inform us

Urban Change Lab GmbH
Habersaathstraße 31
D-10115 Berlin
Email: info@urbanchangelab.com

by means of a clear statement (e.g., by letter or email) of your decision to withdraw from this contract. You may use the attached sample withdrawal form, but it is not mandatory.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Consequences of Withdrawal

If you withdraw from this contract, we must refund all payments received from you, including delivery costs (except for additional costs resulting from your choice of a type of delivery other than the least expensive standard delivery offered by us), without undue delay and at the latest within fourteen days from the day on which we receive notification of your withdrawal from this contract.

For this repayment, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you; in no event will you be charged any fees for this repayment.

§7 Warranty and Liability

(1) Warranty for Clients

Statutory warranty rights apply to clients unless otherwise specified below.

Since all products are custom-made to client specifications, returns or rework are only possible in the case of demonstrable defects not attributable to the individual requirements or to results confirmed as part of the quality control. Features and properties clearly visible in the photos or videos provided by the artisan and accepted by the client before shipping are deemed in conformity with the contract.

(2) Liability of Urban Change Lab

Urban Change Lab is liable only for damages resulting from intentional or grossly negligent breaches of duty by the platform operator, its legal representatives, or its agents. In the event of a breach of essential contractual obligations (“cardinal obligations”), liability is limited to the typically foreseeable damage.

Any further liability, especially for slight negligence, lost profits, indirect damages, or consequential damages, is excluded.

Urban Change Lab accepts no liability for information, actions, or omissions by the artisan or for infringement of third-party rights by content, ideas, or images uploaded by artisans or clients.

Upon notification of legal violations, Urban Change Lab will promptly remove the relevant content after review.

(3) Liability of the Artisan

The artisan is responsible for complying with legal requirements, properly executing the agreed services, and respecting third-party copyrights, trademark rights, and personality rights in connection with the project.

The artisan bears the risk of costs (material, labor, shipping) if the product is justifiably rejected by the client.

(4) Liability of the Client

The client is responsible for the accuracy of the information provided in the project and for carefully reviewing results based on the photos or videos provided by the artisan.

§8 Use of the Portal and Accounts

(1) Registration and Access

Use of certain features on Urban Change Lab requires registration and creation of a client or artisan account. The data requested during registration must be provided truthfully and completely.

(2) Access Data and Security

Access data must be kept confidential and not disclosed to third parties. Each client or artisan is responsible for all activities carried out via their account.

Urban Change Lab reserves the right to suspend or delete accounts in the event of a violation of the Terms and Conditions, misuse, or justified suspicion of unlawful use.

(3) Account Management and Communication

Clients and artisans can use their accounts to manage publication, visibility, and notification settings, update contact details, and view the status of their projects.

Project-related communication generally takes place via the portal. Urban Change Lab also sends important information via email and SMS, often using deep links that provide direct access to specific functions or project content. Use of these deep links does not require a new login.

Users are responsible for protecting access to their email and mobile devices from unauthorized access. Misuse of deep links due to improper handling of access data or devices is beyond the responsibility of Urban Change Lab.

(4) Deletion or Deactivation of the Account

Clients and artisans may request deletion of their account at any time, provided there are no ongoing projects. After deletion or deactivation, the account is locked for use and cannot be reactivated.

Personal data will continue to be stored and displayed publicly to the extent legally permitted and required for public project documentation (“Item Story”). Assignment to previous projects remains technically stored for documentation and verification purposes.

After deletion or deactivation, changes or deletions of published personal data via the portal are no longer possible. Requests for changes or deletions of published data can be made subsequently by email or telephone to Urban Change Lab; processing is carried out in accordance with data protection regulations and after appropriate verification.

§9 Governing Law, Jurisdiction, and Online Dispute Resolution

(1) Governing Law

All legal relationships between Urban Change Lab, clients, and artisans are subject to the law of the Federal Republic of Germany, excluding the UN Convention on Contracts for the International Sale of Goods (CISG).

(2) Jurisdiction

If the client or artisan is a business user, exclusive jurisdiction for all disputes arising from or in connection with the contractual relationship is the registered office of Urban Change Lab in Berlin.

For consumers, the statutory rules on jurisdiction apply.

(3) Online Dispute Resolution

The European Commission provides a platform for online dispute resolution (OS platform) available at https://ec.europa.eu/consumers/odr.

We recommend first seeking direct dialogue with us before involving a dispute resolution body.

Status: 27th June 2025

Urban Change Lab reserves the right to further develop and adapt these Terms and Conditions as well as platform features and visibility settings at any time. Changes will be announced on the website. For contracts and projects already concluded, the conditions and visibility settings valid at the time of contract conclusion generally apply, unless statutory requirements or explicit consent require or permit subsequent adjustments. Any changes affecting data protection or the personal rights of users will not be made to their detriment.