Terms of Service

1.1 By accessing the Platform, registering, continuing as a guest or using any service, you agree to be bound by these Terms, our Privacy Policy and any other policy we refer to here, and by all applicable laws and regulations. If you do not agree, you must not use the Platform.

1.2 In these Terms, a “Customer” is a person who books services, a “Vendor” is a service professional who offers services through the Platform, and “User” means either of them.

2.1 Marketplace. QuVikme is a technology platform that connects residents of housing societies and homes (Customers) with independent, verified service providers (Vendors) for services such as cleaning, beauty, appliance repair, electrical, plumbing, pest control, painting and renovation, vehicle services and other household services we make available.

2.2 We are an intermediary. The contract for a service is between the Customer and the Vendor. QuVikme does not perform the services, does not employ Vendors, and is not a party to that contract. We provide the tools to find a Vendor, book, pay, track, communicate and raise issues.

2.3 Emergency Services. The Emergency Services card in the app lists contact details only. QuVikme is not an emergency responder. In an emergency, call 112 or the relevant service directly.

3.1 Eligibility. You must be at least 18 years old and capable of entering into a binding contract under the Indian Contract Act, 1872.

3.2 Registration. Customers can register with an email address and password, with Google, or with a mobile number and OTP. Guests can browse but may not be able to book. Vendors register with a mobile number and OTP and must complete verification and be approved before receiving bookings.

3.3 Accurate information. You must give accurate, current and complete information, and keep it up to date.

3.4 Account security. You are responsible for keeping your password, OTPs and account details confidential and for all activity under your account. Tell us immediately if you suspect unauthorised use. You may hold only one account.

3.5 Our right to refuse. We may refuse registration, or suspend or restrict an account, where we reasonably suspect fraud, misuse or breach of these Terms.

4.1 How booking works. A Customer chooses a service, variant and quantity, selects an address, date and time slot, reviews the booking summary and pays. Each service in the cart has its own slot. Slot availability depends on Vendors within [5 km] of the address.

4.2 Service description. The service details screen lists what is included and what is excluded. Work outside that scope is not part of the booking, and any extra work must be agreed between the Customer and the Vendor [confirm how extra charges are handled].

4.3 Vendor assignment. We offer or assign the booking to eligible Vendors. We do not guarantee that a Vendor will accept a booking. If no Vendor is assigned, the Customer may cancel and receive a refund of amounts paid [confirm].

4.4 Customer responsibilities. The Customer must give an accurate address and contact details, provide safe access and a safe working environment, be present or have an authorised adult present, share the start OTP only with the assigned Vendor on arrival, and not ask for work that is unsafe, unlawful or outside the booked scope.

5.1 Price breakup. Before payment, the booking summary shows the item total, delivery fee, platform fee, taxes and discounts, and the total payable. The platform fee is charged for facilitating the connection between Customer and Vendor.

5.2 Payment methods. Payments are made online through Razorpay or other payment partners we add. [Payment in cash or UPI directly to the Vendor is allowed only where the app offers it — confirm.] We do not store full card numbers. A payment is complete only when it is confirmed by the payment partner.

5.3 Taxes and invoices. Prices include or exclude GST and other taxes as shown at checkout. Invoices are generated for completed bookings.

5.4 Coupons. Coupons are subject to the conditions shown with them, such as minimum order value and expiry. They have no cash value, cannot be combined unless stated, and may be withdrawn or reversed if misused.

6.1 By the Customer. A Customer can cancel or reschedule a booking from the Booking details screen at any time before the service starts. There is currently no cancellation or rescheduling fee [confirm, including any limit on free reschedules]. We show a confirmation step before a booking is cancelled.

6.2 After service starts. A booking cannot be cancelled or rescheduled in the app once service has started. The Customer can request a refund under Section 7.

6.3 New slot. A new slot depends on Vendor availability.

6.4 By the Vendor. A Vendor may reject a booking offer. After accepting, a Vendor must not cancel or fail to attend without good reason. We may reassign the booking, cancel it and refund the Customer, and apply penalties to the Vendor under Section 8.

6.5 By QuVikme. We may cancel a booking for safety, suspected fraud, Vendor unavailability or a pricing or listing error. We will refund amounts paid.

7.1 Cancelled bookings. If a prepaid booking is cancelled before service starts, we will refund the amount paid [confirm: full amount, or less any fees].

7.2 Refund requests. A Customer can ask for a refund from the Booking details screen by choosing one reason and submitting the request. The reasons are: Vendor did not arrive; service was cancelled by Vendor; service was not provided; service was only partially completed; service quality was unsatisfactory; and service received was different from what was booked.

7.3 Review. A refund is not automatic. We review each request fairly and in good faith, using the booking record, payment record, chat messages, location records and any photos or evidence provided by either side. We may ask for more information. We tell you the decision through the app.

7.4 How and when. Approved refunds are paid to the original payment method through the payment partner within [number] business days of approval [confirm]. The treatment of QVK points and coupons used on the booking is [confirm].

7.5 Your legal rights. Nothing in this Section affects your rights under the Consumer Protection Act, 2019 or other law.

8.1 Independent professional. A Vendor is an independent professional, not an employee, agent, partner or joint venturer of QuVikme. The Vendor is responsible for their own tools, materials, tax, licences, insurance, workers and compliance with applicable law, including GST where applicable.

8.2 Onboarding and KYC. A Vendor must submit identity documents, bank details and any other documents we require, and keep them valid. We approve Vendors at our discretion. False or forged documents lead to immediate termination and may be reported to authorities.

8.3 Services and availability. A Vendor may receive bookings only for categories approved for them, and only while Online, KYC-approved and subscribed [confirm]. A Vendor must respond to offers within the time shown, arrive at the booked slot, perform the work with reasonable skill and care, safely and as described, and not subcontract without our approval.

8.4 Job steps. A Vendor must use the start OTP given by the Customer, update job status honestly, upload proof of work where required, and mark a job complete only when it is complete.

8.5 Deposit. A Vendor must pay a one-time deposit of Rs. [5,000] through Razorpay. The deposit is [a refundable security deposit / an onboarding fee — confirm]. It is refunded or forfeited on the conditions in [Vendor Policy link / confirm].

8.6 Subscription. A Vendor must hold an active subscription to receive bookings [confirm]. Plans are offered for 12 months, 3 months and 1 month at the prices shown in the app, and activate when payment is confirmed. Subscription fees are non-refundable except as required by applicable law. We may change prices and features for future periods. The effect of expiry on bookings already accepted is [confirm].

8.7 Earnings and payouts. We credit a Vendor’s wallet for completed bookings after deducting our commission, fees, taxes and any penalties, and record every entry in a ledger. A Vendor may withdraw available balance to a verified bank account, subject to a minimum amount and processing time of [confirm]. We may withhold amounts while a dispute, refund request or suspected fraud is under review.

8.8 Penalties. We may apply penalties for no-shows, late cancellations, misconduct or breach of these Terms, as set out in [Vendor Policy link / confirm], and deduct them from the wallet.

8.9 Customer data. A Vendor may use a Customer’s contact details and address only to carry out the booking, must keep them confidential, and must not store, share or use them for any other purpose.

8.10 Staying on the Platform. A Vendor must not ask a Customer to pay or book outside the Platform to avoid fees [confirm].

9.1 We verify Vendors through document checks and [background verification — confirm scope]. We do not guarantee the quality, safety, timeliness or suitability of any Vendor’s services.

9.2 Customers should use their own judgment: confirm the Vendor’s identity in the app, keep valuables secure, supervise work where appropriate, and report any concern to support. Vendors should likewise report unsafe situations.

10.1 When a friend signs up with your referral code, you and the friend each earn QVK points as shown in the app (currently 10 points each) [confirm].

10.2 QVK points have no cash value, cannot be sold or transferred, and are subject to the redemption limits and expiry shown in the app [confirm]. We may cancel points or reverse benefits gained through fake accounts, self-referral or other abuse.

10.3 We may change, suspend or end the referral programme at any time, without affecting points already validly earned [confirm].

11.1 Location. With your permission, we collect location data to match Vendors, show route and live tracking after a Vendor is assigned, and deliver the service. We share it only with the Customer, Vendor and authorised administrators as needed.

11.2 Chat and calls. Use in-app chat and calls only for the booking. We may review them to investigate fraud, abuse, safety reports and disputes.

11.3 Notifications. We send booking and security messages, and offers with your consent. You can opt out of promotions at any time.

11.4 Privacy. Our Privacy Policy explains how we collect, use, share and protect your personal data.

Customers may rate and review Vendors after a booking. Reviews must be honest, based on real experience, and free of abusive, defamatory or unlawful content. You grant us a free, non-exclusive licence to display your review on the Platform. We may remove reviews that breach these Terms, and ratings feed into a Vendor’s score.

You agree not to use the Platform to:

• harass, threaten, abuse or discriminate against any person;
• post false, misleading or fake information or reviews;
• commit or attempt fraud, including fake bookings, coupon or referral abuse, and payment chargeback abuse;
• impersonate another person or share your account or OTPs;
• use the Platform for any unlawful, unsafe or unauthorised purpose, or violate any law;
• interfere with the Platform’s security or operation, including scraping, reverse engineering or introducing malware; or
• circumvent the Platform to avoid fees [confirm].

All content on the Platform, including text, graphics, logos, images, software and the QuVikme name, belongs to QuVikme or its licensors and is protected by intellectual property laws. We grant you a personal, limited, non-exclusive, non-transferable and revocable licence to use the Platform as these Terms allow. You may not copy, modify, distribute, sell or create derivative works from it.

The Platform uses services from third parties, such as Razorpay for payments, Google for sign-in and maps providers. Their own terms and privacy policies apply, and we are not responsible for their services.

To the fullest extent permitted by law, the Platform is provided “as is” and “as available”. We do not promise that it will be uninterrupted or error-free. We do not warrant the work of any Vendor. These disclaimers do not limit rights that you have under applicable consumer protection law.

17.1 To the extent permitted by law, QuVikme is not liable for any indirect, incidental, special, consequential or punitive damages arising from your use of, or inability to use, the Platform, or from any arrangement between a Customer and a Vendor, including the Vendor’s acts or omissions.

17.2 Our total liability to you for any claim relating to a booking is limited to the amount you paid to us for that booking [confirm cap].

17.3 Nothing in these Terms excludes or limits liability that cannot be excluded or limited by law, including liability for fraud, or any right you have under the Consumer Protection Act, 2019.

You agree to indemnify and hold QuVikme, its directors, employees and affiliates harmless against claims, losses and costs arising from your breach of these Terms, your misuse of the Platform, or your violation of any law or third-party right. A Vendor also indemnifies QuVikme against claims arising from the Vendor’s services.

19.1 We may suspend or end your access, with notice where practicable, if you breach these Terms, create risk or harm to others, or where the law requires.

19.2 You may stop using the Platform at any time. Customers can delete their account in the app, and Vendors can request deletion through support. Pending bookings, payments, wallet balances and disputes must be settled first.

19.3 Provisions that by their nature should continue, including those on payments owed, intellectual property, disclaimers, liability, indemnity and dispute resolution, survive termination.

For complaints about the Platform, a booking or these Terms, contact our Grievance Officer:

We will acknowledge your complaint within 48 hours and aim to resolve it within one month. Complaints about personal data are handled under our Privacy Policy.

21.1 These Terms are governed by the laws of India, without regard to conflict of law provisions.

21.2 The parties will first try to resolve a dispute in good faith through our grievance process for at least 30 days.

21.3 [If a dispute is not resolved, it will be referred to a sole arbitrator under the Arbitration and Conciliation Act, 1996. The seat is Pune, the language is English, and the decision is final — confirm.] Subject to this, the courts at [Pune, Maharashtra] have exclusive jurisdiction.

21.4 Customers keep the right to approach the Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.

We may modify these Terms from time to time. We will give notice of significant changes through the app or by email before they take effect. If you keep using the Platform after the effective date, you accept the updated Terms. Changes do not apply to bookings already made unless the law requires it.

23.1 Entire agreement. These Terms, the Privacy Policy and any policy referred to here are the whole agreement between you and QuVikme on their subject.

23.2 Severability and waiver. If any part of these Terms is unenforceable, the rest stays in force. Not enforcing a right is not a waiver of it.

23.3 Assignment. You may not assign your rights under these Terms. We may assign ours in a merger, acquisition or sale of assets.

23.4 Force majeure. Neither party is liable for delay or failure caused by events beyond its reasonable control.

23.5 Notices. We may give notice through the app, by email or by SMS to your registered contact details.