Terms and Conditions

Terms and Conditions – SafaiSaheli.com

These Terms and Conditions ("Terms") establish the rules for using the services provided through the 'website' [www.safaisaheli.com] (referred to as the "Platform") and the services offered on or through the Platform (collectively referred to as the "Services"). These Terms also incorporate our Privacy Policy available at [www.safaisaheli.com/privacy] and any additional guidelines, policies, or disclaimers we may introduce from time to time ("Supplemental Terms"). In case of any conflict between these Terms and the Supplemental Terms regarding the Services, the Supplemental Terms shall prevail.

By using the Services, you confirm that you have the legal capacity and authority to agree to and be bound by these Terms. If you are representing another person or entity, you confirm that you have the necessary authority to bind them to these Terms.

Your use of the Services constitutes your acceptance and agreement to comply with these Terms, as updated periodically. If you disagree with any part of these Terms, you should refrain from using the Services.

1. Services

(a) The Services offered through SafaiSaheli.com include:

A platform that facilitates the hiring of household services such as maid services, cooking, cleaning, caregiving, laundry, vessel cleaning, and other home-based services through independent third-party service providers ("Helpers").
Providing relevant information and additional support related to Helpers, including but not limited to:
- Police clearance certificate (PCC) of the Helper (if available).
- Aadhaar verification report of the Helper (if available).
- Background verification report of the Helper (if possible).
- Training and skill assessment of the Helper for specific services.
- Uniform for Helpers (if available).
- Transportation support for live-in or full-time Helpers (if applicable).
- Replacement of a Helper as per the refund and replacement policy (see clause 5).

(b) The term "Helper services" refers to the services provided by the Helpers, such as housework, caregiving, cooking, cleaning, and other similar services. SafaiSaheli only facilitates the connection between Users and Helpers and is not responsible for the actual Helper services. Helpers are independent contractors and are not employees, agents, or partners of SafaiSaheli. Any disputes or issues with the Helper services are to be settled directly with the Helper.

(c) The Services are intended for personal and non-commercial use unless otherwise agreed upon. The Platform is designed for use within India.

(d) SafaiSaheli may send you messages (via SMS, WhatsApp, email, etc.) related to your bookings, service updates, promotions, and other relevant notifications.

(e) Identification proof may be required in certain situations to access the Services or Helper services. Failure to comply with this requirement may lead to suspension or denial of service.

2. Account Creation

(a) To access the Services, you must create an account on the Platform ("Account"). During registration, you will be required to provide details such as your name, address, contact number, and household details. You must be at least 18 years old to create an account.

(b) You confirm that the information provided during registration is accurate and up to date. You agree to update your account information promptly in case of any changes.

(c) You are responsible for maintaining the security of your account and must notify SafaiSaheli immediately of any unauthorized access or breach.

(d) You are responsible for all activities conducted through your account, including those carried out by other individuals using your credentials. SafaiSaheli will not be responsible for any losses resulting from unauthorized access to your account.

(e) By registering and using the Services, you agree to receive communications from SafaiSaheli regarding bookings, payments, promotions, and service updates.

3. User Content

(a) The Platform allows you to post, upload, publish, or submit comments, reviews (including reviews about Helpers), and other content ("User Content").

(b) Reviews should be honest, accurate, and free from misleading or false information. We may use these reviews for quality control and training purposes.

(c) By posting User Content, you grant SafaiSaheli a non-exclusive, worldwide, royalty-free license to use, modify, publish, distribute, and display the content for promotional or legal purposes.

(d) You waive any moral or intellectual property rights concerning the User Content.

(e) SafaiSaheli reserves the right to remove or restrict access to any User Content that violates these Terms or is deemed inappropriate.

4. Consent to Use Data

(a) By using the Platform, you agree to the collection, processing, and use of your personal data as outlined in our Privacy Policy at [www.safaisaheli.com/privacy].

(b) Your data may be shared with our affiliates and third-party partners to facilitate service delivery, customer support, and marketing strategies.

(c) We may share your data with government authorities or law enforcement agencies as required by law or legal proceedings.

(d) Your data may be used to analyze trends, improve services, and create targeted marketing campaigns.

5. Bookings and Subscriptions

(a) Placing an Order: You can book Helper services through the Platform by providing the required details and

making the payment as per the terms outlined on the Platform. Confirmation will be provided once the booking is accepted.

(b) Helper Confirmation: Once a suitable Helper is identified based on your requirements, we will notify you with relevant details. Payments will need to be processed as per the terms outlined during the booking process.

(c) Cancellation: Cancellations made before booking confirmation will not incur charges. Once a booking is confirmed, cancellations will be handled according to our refund and replacement policy (see clause 5).

(d) Replacement: If a Helper becomes unavailable or cancels the service, we will attempt to provide a

replacement as per our refund and replacement policy.

(e) Refund Policy: Refunds for cancellations or unsatisfactory services will be processed based on the nature of the issue and our refund policy. Refunds will be credited to your account or original payment method within 7–10 working days.

6. Pricing, Fees, and Payment Terms

(a) SafaiSaheli.com reserves the right to charge fees for different Services offered, which may be subject to change over time.

(b) Helper's Salary, Booking Fees, and Subscription Fees:

(i) "Helper's Salary" refers to the amount paid in full to the Helper for their services, paid monthly at the end of every month, to the Helper. SafaiSaheli.com charges a "Booking Fee" at the time of placing a booking order and a "Subscription Fee" before the helper is arranged.

(ii) SafaiSaheli.com will inform you of the applicable Helper's Salary, Booking Fees, and Subscription Fees at the time of booking. Payment methods for SafaiSaheli.com may include credit cards, debit cards, net banking, wallets, or UPI. Modes of payment are subject to modification by SafaiSaheli.com.

(iii) Helper's Salary may be paid directly to the Helper by any mode acceptable to the Helper. Booking Fees and Subscription Fees are payable to SafaiSaheli.com via any online payment methods mentioned at the time of sale.

(iv) SafaiSaheli.com may act as a limited collection agent for Helpers, facilitating the collection and transfer of amounts due to them.

(v) Taxes are not applicable to Helper's Salary but will be applicable to Booking Fees and Subscription Fees.

(vi) SafaiSaheli.com may reasonably modify Helper's Salary, Booking Fees, and Subscription Fees at its discretion. Changes will not impact confirmed bookings before the revised fees are published.

(vii) Payment of Helper's Salary, Booking Fees, and Subscription Fees is final and non-refundable, except as determined by SafaiSaheli.com or required by applicable laws.

(c) Payment Processors: Third-party payment processors may be used for billing through your selected payment method. Payments are subject to Payment Processor terms in addition to these Terms. SafaiSaheli.com is not liable for Payment Processor errors, and unsuccessful payments will be credited per the Payment Processor's terms.

(d) No Tips or Gratuities: No portion of your payment is designated as a tip or gratuity to the Helper. Additional gratuities to Helpers are voluntary, and SafaiSaheli.com is not responsible for gratuities paid to Helpers.

7. Refund and Replacement Policy

(a) Replacement of Helpers during the subscription period is available under specific circumstances. A fixed number of replacements are provided without additional charges based on your subscription duration, which is clearly specified in your subscription details. However, transportation charges, if applicable for replacements, are mentioned below:

For 24 Hrs Live-in services:

Delhi: ₹ 500 per Pick and Drop
Gurgaon: ₹ 1000 per Pick and Drop
Noida: ₹ 1000 per Pick and Drop

(b) Replacement requests must align with the refund and replacement policy outlined in this clause and must have a valid reason for replacement, i.e., if the Helper has completely stopped working or is taking frequent leaves, has behavioural or skill-based issues, etc. If the reason for replacement is not acceptable to SafaiSaheli.com or is based on discriminatory biases of religion, caste, colour, gender, etc., it will not be entertained and services may be forfeited.

(c) Replacement of workers will occur within 1-7 working days for Part-Time Services and for Full-Time Services replacement will be provided based on the Turnaround Time (TAT) as communicated by your dedicated RM from the release date of the previous worker. The due payment for the present days of the replaced worker must be cleared before the replacement worker can be deployed at the customer's place.

(d) Job descriptions for replacements must remain consistent. Changing job descriptions requires a new booking, with no refund for the original booking.

(e) The Helper's Salary for the new Helper cannot be lower than the previous Helper's salary.

(f) The refund of booking fees applies only if a suitable helper cannot be found within 7 working days after the subscription amount is paid. Otherwise, booking fees are non-refundable.

(g) Refund of subscription fees will be considered if the TAT has been breached by SafaiSaheli.com. Refunds will be issued in the form of a Credit Note, which will remain valid for six months from the date of issuance.

(h) The refund amount will be calculated on:

Pro-rata basis based on tenure subscribed and utilised
(OR)
Pro-rata basis based on the number of replacements exhausted,
whichever is lower.

A standard cancellation fee of ₹1,000 will be applicable to cover expenses for the efforts made by our team during the service period.

Example:
It is the 3rd month of the subscription period, 2 replacements have been exhausted, and the customer had subscribed to SafaiSaheli.com services with a 12-month plan and 5 replacements included, for INR 12,000 in total.
If a refund is due as per T&C, it’ll be calculated as follows:

A = 12,000 - 3 x (12,000 ÷ 12) = 9,000
B = 12,000 - 2 x (12,000 ÷ 5) = 7,200
Final refund = ₹7,200 (lower of A & B) – ₹1,000 (cancellation charge) = ₹6,200.

(i) No replacement or refund will be provided in any other cases, including mistreatment of helpers, relocation without notice, cancellation due to your discretion, hiring through other sources during SafaiSaheli.com's service period, and other scenarios.

8. User Conduct

(a) Prohibited Discrimination: Discrimination against Helpers based on characteristics such as race, religion, caste, gender, sexual orientation, age, nationality, disability, or any other protected category is strictly prohibited. Any instance of discrimination may result in immediate termination of services without a refund.

(b) Respect and Courtesy: Users must treat Helpers with respect, courtesy, and dignity at all times. A safe and comfortable environment must be provided for Helpers to perform their services effectively. Helpers have the right to refuse service if they encounter a hostile or unsafe environment.

(c) Reporting Misconduct: If a Helper engages in disrespectful, abusive, or inappropriate behaviour, users are required to report the incident within 48 hours of occurrence. Reports must be detailed, including the nature of the misconduct and any evidence or witnesses.

(d) Food and Breaks: In cases where the Helper’s working hours exceed 5 hours, users must provide a basic meal or snack to the Helper. Failing to provide food or adequate breaks may lead to the Helper terminating the service.

(e) Reporting Leeway: A Helper is entitled to a basic leeway of 15 minutes when reporting to the customer’s house due to traffic, weather conditions, or other unavoidable delays. Complaints related to minor delays within this leeway period will not be entertained.

(f) Compliance with Local Laws: Users are responsible for complying with all local, state, and national labour laws related to hiring domestic help, including any taxation, working hours, and employee benefits.

(g) Safe Working Conditions: Users must ensure that the working conditions are safe and free from hazards. If a Helper feels unsafe or threatened, they have the right to refuse service and leave the premises.

(h) Confidentiality: Users must respect the confidentiality of Helpers and not disclose any personal information about them without consent. This includes phone numbers, addresses, and financial details.

9. Third-Party Services

(a) Use of Third-Party Services: The Platform may include services, products, or content provided by third parties. These services are independent of SafaiSaheli, and your engagement with them is at your own risk.

(b) No Endorsement: SafaiSaheli does not endorse or assume responsibility for third-party services. Any issues arising from the use of third-party services must be resolved directly with the service provider.

(c) Third-Party Links: The Platform may provide links to third-party websites or content. SafaiSaheli does not guarantee the accuracy, security, or content of these links and is not responsible for any damage caused by visiting such sites.

(d) Independent Relationship: Your use of third-party services is governed by their respective terms and conditions. SafaiSaheli is not responsible for the performance, billing, or customer service of third-party services.

10. YOUR RESPONSIBILITIES

(a) Accuracy of Information: You are responsible for providing accurate and up-to-date information when using SafaiSaheli services. Any false or misleading information may result in the suspension or termination of services.

(b) Legal Compliance: You must comply with all applicable laws, regulations, and contractual obligations while using SafaiSaheli services. Any legal violations committed while using the service are solely your responsibility.

(c) Intellectual Property: You are responsible for ensuring that any content (such as job descriptions or feedback) submitted through the Platform does not violate any intellectual property rights or privacy rights of others.

(d) User Behaviour: You agree not to:
(i) Upload or distribute harmful content (e.g., viruses, malware).
(ii) Use automated tools to access or manipulate the Platform.
(iii) Attempt to reverse-engineer or replicate SafaiSahelis' platform.
(iv) Engage in any fraudulent or illegal activities through the Platform.
(v) Misuse the Platform for unintended purposes.

(e) Communication with Helpers: All communication with Helpers should be professional and conducted through the Platform where possible. Direct personal communication should be limited to work-related matters.

(f) Gratuities: While tipping Helpers is allowed, it is not required. Any gratuity provided is voluntary and at your own discretion.

(g) Misuse of Service: Any attempt to misuse the Platform, manipulate fees, or deceive SafaiSaheli or Helpers will result in immediate termination of services and potential legal action.

11. OUR INTELLECTUAL PROPERTY

(a) Ownership of Platform: SafaiSaheli retains ownership of all intellectual property rights related to the Platform, including logos, designs, software, and content. No rights are transferred to users.

(b) Use of Feedback: Any suggestions, improvements, or feedback provided by users can be used by SafaiSaheli without any obligation to compensate or acknowledge the user.

(c) Restrictions: Users are prohibited from reproducing, modifying, or distributing any content or software from SafaiSaheli without prior written consent.

12. TERM AND TERMINATION

(a) Duration: These Terms remain in effect until terminated by either party.

(b) Termination by SafaiSaheli : SafaiSaheli may terminate services without notice if:
(i) You breach any of these Terms.
(ii) You engage in illegal or inappropriate conduct.
(iii) Regulatory or legal reasons require termination.

(c) Termination by User: You may terminate your use of SafaiSaheli services at any time by providing written notice via email to support@safaisaheli.com.

(d) Effect of Termination: Upon termination, all outstanding fees and payments become immediately due. Access to the Platform and services will be restricted post-termination.

13. DISCLAIMERS AND WARRANTIES

(a) No Guarantees: SafaiSaheli provides services "as is" without warranties of any kind. We do not guarantee uninterrupted service or accuracy of information.

(b) Helper Performance: SafaiSaheli is not responsible for the quality, reliability, or performance of Helpers.

(d) Limitation of Liability: SafaiSaheli is not liable for any indirect, incidental, or consequential damages arising from the use of the Platform or Helper services.

14. INDEMNITY

You agree to indemnify and hold SafaiSaheli harmless from any claims, liabilities, damages, or expenses arising from:

(i) Your breach of these Terms.

(ii) Your use of the Platform or Helper services.

(iii) Third-party claims related to your conduct on the Platform.

15. JURISDICTION, GOVERNING LAWS, AND DISPUTE RESOLUTION

(a) Jurisdiction: All disputes are subject to the jurisdiction of Delhi courts.

(b) Governing Law: These Terms are governed by the laws of India.

16. GRIEVANCE REDRESSAL

(a) Grievance Officer: For complaints, you may contact our Grievance Redressal Officer at support@safaisaheli.com.

(b) Resolution Timeline: We aim to resolve grievances within 15 working days from the date of submission.

17. Direct Employment Restriction

(a) Non-Solicitation: Any Helper introduced by SafaiSaheli cannot be directly employed by the user without payment of a subscription or renewal of an existing subscription.

(b) Legal Action: Breach of this clause may result in legal action, financial penalties, and termination of services.

18. SHIPPING AND DELIVERY POLICY

Service Availability

SafaiSaheli provides maid, cooking, and domestic helper services within Gujarat. Our services are available in select cities, and we continuously work to expand our reach. Please check our website or contact customer support to confirm service availability in your area.

Booking Confirmation

Once you book a service, you will receive a confirmation via SMS, email, or WhatsApp, detailing the service date, assigned helper, and other relevant information.

Service Fulfillment

Our team ensures that the assigned domestic helper arrives at the designated location on time.
In case of any delay or unforeseen circumstances, we will notify you and arrange an alternative solution.
If a service provider is unable to reach your location due to any reason (e.g., incorrect address, restricted access), our team will coordinate with you for a resolution.

Rescheduling & Cancellations

Customers can reschedule or cancel their bookings within a specified time frame before the service date.
Last-minute cancellations may be subject to cancellation fees, as per our cancellation policy.

Liability

SafaiSaheli is committed to ensuring reliable and professional service. However, we are not liable for delays due to external factors like traffic, weather, or emergencies.

For further inquiries, contact our customer support team via the "Contact Us" page.

19. MISCELLANEOUS PROVISIONS

(a) Modification of Terms: SafaiSaheli may modify these Terms at any time. Continued use of the Platform implies acceptance of modified Terms.

(b) Force Majeure: SafaiSaheli is not liable for delays or service interruptions due to events beyond its control, including natural disasters, strikes, or regulatory changes.

(d) Assignment: SafaiSaheli may assign its rights and obligations under these Terms without notice.

(e) No Third-Party Rights: No third party has the right to enforce these Terms.