Customer Terms & Conditions — Zaruri Hai Home Services

1. Acceptance of Terms

By booking a service through Zaruri Hai, you confirm that:

• You are at least 18 years old, or you're booking with the consent of a parent or guardian.
• You have the legal right to use the payment method you choose.
• You agree to follow these terms — including any future updates we notify you about.
• You understand that Zaruri Hai acts as a platform that connects you with independent verified professionals; we're not the direct service provider ourselves.

Plain summary: Booking = you've read and agreed to these terms. It's that simple.

If you do not agree, do not place a booking. You're also welcome to contact us with any questions before you commit.

2. Booking & Service Agreement

How a Booking Works

When you place a booking on Zaruri Hai, we take it seriously. Here's how it works, step by step:

1. You select a service — from our list of 20+ home services available across Kolkata.
2. You pick a date and time slot — we show you real-time availability.
3. We confirm your booking — you get a confirmation via app notification, SMS, and/or WhatsApp.
4. We assign a verified professional — background-checked and trained for your specific service.
5. The professional arrives — on time, with the right tools and materials.

A booking becomes a confirmed service agreement the moment you receive the confirmation message. After that, both sides — Zaruri Hai and you — have responsibilities under this agreement.

Professional Assignment

We assign the right professional based on skill, availability, and your location. You can request a re-assignment before the professional arrives, and we'll do our best to accommodate. However, we don't guarantee a specific named professional unless you've specifically booked a preferred professional through the app's repeat-booking feature.

Service Scope

The professional will carry out only the service you've booked. Any additional work outside your original booking must be discussed and confirmed separately — either through a new booking or with explicit agreement from the professional and our team.

3. Payment Terms

When Do You Pay?

Most of our services are pay-after-service, meaning you pay once the job is done and you're satisfied. Some services — like deep cleaning, pest control, and AC servicing — may require a partial advance payment to confirm your slot. We'll tell you clearly at the time of booking if an advance is needed.

Accepted Payment Methods

We accept:

• UPI (Google Pay, PhonePe, Paytm, BHIM)
• Debit & Credit Cards (Visa, Mastercard, RuPay)
• Net Banking
• Cash — for select services, paid directly to the professional at the end of the job
• Zaruri Hai Wallet Credits — if applicable

We do not accept payment through third-party apps or informal transfers to any individual's personal account. If someone asks for payment in an unofficial way, please report it to us immediately at info@zarurihai.app.

GST & Invoicing

All payments are inclusive of applicable GST. After every completed service, we send a proper GST invoice to your registered email address. Keep it for your records — it's useful for reimbursement purposes if your employer covers such expenses.

Failed or Pending Payments

If a payment fails, we'll notify you immediately. Your booking stays active for 30 minutes while you retry. After that, if we don't receive payment confirmation, we may cancel the booking and release the professional.

4. Cancellation & Rescheduling

Free Cancellation Window

We offer free cancellation up to 2 hours before your scheduled service time. No charges. No questions asked. Cancel directly from the app or on WhatsApp.

Late Cancellation

If you cancel within 2 hours of your scheduled slot, we charge a ₹99 late cancellation fee. This covers the professional's travel and blocked time. We think that's fair — and most of our customers agree.

Rescheduling

You can reschedule for free up to 4 hours before your booking. After that, rescheduling is treated the same as a late cancellation.

If We Cancel

Occasionally, a professional might not be available due to an emergency, traffic, or weather. In that case, we'll notify you as soon as possible and offer either a free reschedule or a full refund — your choice. Read our full Refund Policy for details on timelines and methods.

How to Cancel or Reschedule

• Through the app: Go to My Bookings → Select Booking → Cancel or Reschedule
• WhatsApp: Message us at +91 8961503222
• Email: info@zarurihai.app

5. Service Guarantee & Warranty

Our 30-Day Repair Warranty

For repair and maintenance services — including AC repair, geyser repair, appliance repair, plumbing, electrical, carpentry, and chimney servicing — we offer a 30-day workmanship warranty. If the same issue comes back within 30 days of the original fix, we'll send a professional back at no extra charge.

What the Warranty Covers

The warranty covers the specific repair carried out. For example, if your AC was repaired for a gas leak and the same gas leak returns within 30 days, we'll fix it again for free.

What Voids the Warranty

The warranty does not apply if:

• A different technician (not from Zaruri Hai) has worked on the same item after our service.
• The issue is the result of physical damage, flooding, power surge, or misuse.
• You've made changes to the appliance or component after our professional worked on it.
• The issue is unrelated to the original repair.

How to Claim the Warranty

Contact us via app, WhatsApp, or email within the 30-day window. Describe the issue and attach a photo if possible. We'll review your claim within 24 hours and schedule a re-visit as soon as possible.

6. Limitation of Liability

Property Damage Cover — ₹10,000

We take every booking seriously, and our professionals are trained and verified. However, accidents do happen. That's why every booking on Zaruri Hai comes with a ₹10,000 property damage cover. If our professional accidentally damages your property during a service, we'll compensate you up to ₹10,000 after verification.

How to File a Damage Claim

1. Document it immediately — take photos or a short video before anything is moved or cleaned.
2. Report within 24 hours — message us on WhatsApp (+91 8961503222) or email info@zarurihai.app.
3. Our team reviews the claim — usually within 2 business days.
4. We settle — via bank transfer or app wallet credit, based on our assessment.

What We Don't Cover

• Pre-existing damage — we're not responsible for damage that was already there before the service began.
• Loss of income or indirect losses — for example, you can't claim for lost work hours because a repair took longer than expected.
• Losses above ₹10,000 — our liability is capped at ₹10,000 per incident. For high-value items or property, we recommend informing us in advance so we can take extra care.
• Theft claims without evidence — we investigate every such claim, but we cannot process claims without adequate documentation.

Platform Liability

Zaruri Hai is a technology platform. We connect you with professionals — we don't employ them directly. While we verify and train every professional on our platform, we are not liable for any action or omission by a professional that falls outside the scope of the agreed service.

7. Customer Conduct

Your Responsibilities

We expect our customers to treat our professionals with the same respect they'd want to receive. Specifically:

• Be present or arrange access — someone responsible should be at home when the professional arrives.
• Provide accurate information — tell us the correct address, service requirements, and any special instructions at the time of booking.
• Ensure a safe working environment — our professional should be able to work without safety risks.
• Don't ask for off-platform deals — all payments and bookings must happen through the Zaruri Hai app or platform.

Prohibited Conduct

The following actions may result in your account being suspended or permanently banned:

• Harassment, verbal abuse, or any form of discrimination towards a professional.
• Physical threats or violence.
• Attempting to solicit or poach professionals away from the platform.
• Fraudulent claims or false damage reports.
• Using the platform for any illegal purpose.

We take reports from professionals very seriously. And we have a zero-tolerance policy for harassment. Our professionals have the right to leave a booking mid-service if they feel unsafe, and we'll fully support that call.

8. Governing Law & Disputes

Applicable Law

These terms are governed by the laws of India — including the Consumer Protection Act, 2019 (via consumeraffairs.nic.in) and the Arbitration & Conciliation Act (via arbitration.in). Any dispute arising from these terms falls under the jurisdiction of Kolkata, West Bengal.

How We Resolve Disputes

We'd rather fix a problem than fight about it. Here's the process we follow:

Step 1 — Raise it with us first:
Contact our support team via WhatsApp (+91 8961503222) or email info@zarurihai.app. Most issues get resolved within 48 hours at this stage. Our legal team is reachable at info@zarurihai.app for formal matters.

Step 2 — Consumer Forum:
If step 1 doesn't resolve things, you have the right to approach the Consumer Disputes Redressal Forum in Kolkata under the Consumer Protection Act, 2019.

Step 3 — Arbitration:
For disputes above ₹1 lakh, we agree to resolve them through binding arbitration in Kolkata. The arbitration follows the Arbitration & Conciliation Act, 1996.

We don't use any clause to block your statutory consumer rights. Those always remain with you.

9. Changes to Terms

We review these terms regularly — usually every six months — and update them when laws change or we add new services. Here's our commitment to you:

• We give 14 days' advance notice before any change takes effect.
• We notify you via the email address and/or WhatsApp number registered with your account.
• We also display a banner on the app and website during the notice period.

If you don't agree with the updated terms, you can close your account before the changes take effect — no questions asked. But if you continue using the platform after the notice period ends, we treat that as your acceptance of the new terms.

We don't make changes that reduce your existing rights without giving you proper notice.

10. Contact for Legal Queries

Have a legal question or want to send us a formal notice? Here's exactly where to reach us:

For general service issues, go to our Contact Us page. For privacy-related matters, check our Privacy Policy. For cancellations or payment disputes, start with our Refund Policy.

Frequently Asked Questions — Zaruri Hai Customer Terms