Partner Terms & Conditions — Zaruri Hai Professional Agreement

1. Partner Eligibility & Registration

Who Can Become a Zaruri Hai Partner?

To join as a service professional on Zaruri Hai, you need to meet a few basic requirements:

• You must be at least 18 years old.
• You need a valid government-issued photo ID (Aadhaar, Voter ID, or Driving Licence).
• You should have relevant skill or experience in the service you wish to offer — whether that's AC repair, plumbing, house cleaning, carpentry, or any other service we offer in Kolkata.
• A smartphone with a working internet connection is mandatory, since all bookings and updates happen through the Zaruri Hai partner app.

The Registration & Verification Process

We run a 7-step background check before activating your account. This includes identity verification, address verification, skill assessment, and a phone interview. We don't just accept everyone — and that's actually good for you too, because it means customers trust our platform and book more often.

Once your documents are verified and approved, you'll receive your partner ID and can start accepting jobs. The full process usually takes 2–5 working days. We'll keep you updated via SMS and WhatsApp throughout.

Note: Submitting fake or forged documents leads to immediate and permanent account ban. We also report such cases to the relevant authorities.

2. Zaruri Hai Commission Structure

How the Platform Fee Works

Zaruri Hai charges a platform service fee on each completed booking. This fee is deducted automatically before the payment is transferred to you. The exact percentage is shared with you during the registration process and again in your partner app dashboard.

Here's what you need to know upfront:

• No hidden deductions. The fee structure is the same for all partners in the same service category.
• Earnings are calculated per completed job — not per hour logged in or per job assigned.
• We only charge when you actually earn. If a booking gets cancelled before you reach the customer, no fee is deducted.

Payment Cycle & Settlements

We follow a weekly payment cycle. Your earnings from Monday to Sunday are settled and transferred to your registered bank account every Wednesday. So you're never waiting more than 10 days for any payment.

You can track all your earnings, deductions, and settlement history inside the partner app, anytime. If you spot any discrepancy, raise it within 7 days of the settlement date and we'll investigate within 3 working days.

3. Code of Professional Conduct

What We Expect from Every Partner

Our customers invite you into their homes. That's a big deal. Therefore, we take professional conduct very seriously. Here's what the code covers:

Dress & Appearance:
You must wear your Zaruri Hai uniform or at minimum, clean, presentable clothes. We provide a uniform kit to all active partners after your first 5 completed bookings.

Punctuality:
Arrive within the time slot the customer selected. If you're running late, update the app immediately — the customer will be notified automatically. Repeated late arrivals affect your rating and, eventually, your account status.

Customer Interaction:
Always greet the customer politely. Use respectful language at all times. Do not enter rooms or areas that are not part of the service without the customer's permission. Maintain professional boundaries throughout the visit.

Prohibited Behaviour:
The following are strictly not allowed — and may lead to immediate suspension:

• Asking customers for cash outside the app payment system
• Photographing or recording inside a customer's home without consent
• Bringing uninvited persons to the job
• Using rude, aggressive, or inappropriate language
• Being under the influence of alcohol or any substance during a booking

4. Service Quality Standards

The 4.0 Rating Rule

Your customer rating is your professional reputation on Zaruri Hai. We track it after every single booking. To remain an active partner, your average rating must stay at or above 4.0 out of 5.0.

Here's how we handle situations where ratings drop:

• Rating drops below 4.0: You enter a Performance Improvement Period (PIP). During this time, we offer free refresher training and closer booking support.
• Three warnings within 90 days: Your account may be suspended temporarily.
• Continued poor performance after reinstatement: Account may be permanently deactivated.

We know bad days happen. A single low review won't define your account. But consistent poor ratings signal to us and to customers that something needs to change.

First-Time Resolution & Re-Service Policy

We expect every job to be done right the first time. However, if a customer reports genuine dissatisfaction with the quality of your work within 24 hours of the booking, Zaruri Hai may ask you to return and redo the service at no additional charge to the customer.

If the customer complaint is found to be valid, the re-service is mandatory. If it's found to be unreasonable, the customer's claim will be rejected and your record won't be affected.

5. Partner Insurance & Accident Cover

On-Duty Accident Support

We genuinely care about your safety. If you suffer an injury while actively on a Zaruri Hai job — between the time you accept the booking and complete it — you're eligible for ₹10,000 accident support.

This isn't full insurance, but it helps cover immediate medical expenses while you recover. We're working to expand this cover as the platform grows.

How to File an Incident Report

If something happens on the job:

1. Inform the customer and step away safely.
2. Open the partner app → go to "Report Incident" under the booking.
3. Describe what happened and upload any supporting photos.
4. Our team contacts you within 24 hours to assess and process the support.

Do NOT delay reporting. Incidents reported more than 72 hours after the booking may not qualify for support.

For legal context on gig worker rights in India, you can visit labour.gov.in and epfindia.gov.in for current EPFO guidelines applicable to platform workers.

6. Termination & Suspension

Grounds for Account Suspension

We don't suspend accounts lightly. But when we do, it's because customer safety or platform integrity is at risk. Suspension or termination can happen for:

• Repeated low ratings (below 4.0 for 3+ consecutive weeks)
• Verified customer misconduct complaints
• Fraud — fake job completion, fake receipts, or manipulating app data
• Threatening or harassing a customer
• Sharing customer personal details outside the platform
• Uploading false documents during or after registration

The Appeal Process

If your account is suspended and you believe it was unfair, you have 14 calendar days to appeal. Send your appeal to grievance@zrurihai.com with your partner ID and a clear explanation. We review every appeal within 7 working days and communicate our decision in writing.

A suspended account does not mean a permanent one — many partners have successfully appealed and returned to the platform after addressing the issue.

7. Data & Privacy

How We Use Your Personal Data

We collect your name, phone number, Aadhaar, bank details, and location during active bookings. Here's what we do and don't do with that data:

We use your data for:

• Processing bookings and payments
• Verifying your identity and skills
• Customer-facing profile display (only name and rating — never your full ID or bank details)
• Platform safety and fraud detection

We never:

• Sell your personal data to third parties
• Share your contact details with customers directly (all communication goes through the app)
• Store your location data after a booking is completed

Your data is protected under India's Digital Personal Data Protection Act, 2023 (DPDPA). You can read our full privacy policy for all the details.

Your Obligation to Protect Customer Data

You, as a partner, must also protect the customer's information. Do not save, share, or use a customer's phone number, address, or any details outside of the Zaruri Hai platform. Doing so is a serious violation and leads to immediate account termination.

8. Governing Law & Dispute Resolution

Jurisdiction & Applicable Law

This agreement is governed by the laws of India. Any dispute, claim, or matter arising out of this agreement falls under the jurisdiction of the courts of Kolkata, West Bengal.

Before moving to legal proceedings, we strongly encourage resolution through our internal grievance system.

How to Raise a Grievance

For any billing, payment, suspension, or conduct-related concern, contact us at:

• Email: grievance@zrurihai.com
• Phone: +91 8961503222
• Address: Nutan Pukur Rd, Action Area III, Newtown, Kolkata 700160

We aim to respond to all grievances within 5 working days. For urgent issues — such as an ongoing safety concern — call us directly during business hours (Mon–Sat, 9 AM to 7 PM).

Also, if you haven't already, become a partner to start your journey with us. And for any general queries, our contact us page is always open.

FAQs — Partner Terms