This Service Agreement ("Agreement") is entered into between:

By booking a service, the Customer agrees to be bound by this Agreement. By accepting a booking through ServQ, the Professional agrees to comply with their separate Professional Engagement Terms.

1. Services Offered

ServQ facilitates the booking and delivery of the following home services in Jaipur:

• Safai (Cleaning): Home, office, and post-construction cleaning.
• Karigar / Mistri: General repairs — plumbing, electrical, carpentry, fixtures.
• Beldar: Digging, earthwork, and basic construction support.
• Loading / Unloading: Household and commercial moving support.
• Painting: Interior and exterior painting for homes, shops, and offices.
• AC Service: AC servicing, maintenance, repair, and gas refill.

Service scope, timelines, and pricing are confirmed at the time of booking. Any expansion of scope during the service must be agreed upon in advance.

2. Booking Process & Confirmation

1. Customer initiates a booking via servq.in contact form or WhatsApp message to +91 94146 56262.
2. ServQ reviews the request and sends a written confirmation (WhatsApp/SMS) with service details, professional name, scheduled time, and estimated cost.
3. The booking is legally effective from the moment ServQ confirms it in writing.
4. Verbal commitments from ServQ staff or Professionals without written confirmation are not binding.

3. Scope of Work

• The agreed scope of work is defined in the booking confirmation message.
• The Professional will perform the service to the best of their professional ability and in accordance with ServQ's quality standards.
• If the Professional identifies that the actual work required exceeds the originally agreed scope (e.g., hidden pipe damage, structural issues), they must inform the Customer before proceeding. Additional work requires fresh agreement and pricing.
• The Customer must not instruct the Professional to perform work outside the agreed scope without notifying ServQ.

4. Service Timelines & Scheduling

• ServQ will endeavour to fulfil bookings at the agreed date and time. Arrival within ±30 minutes of the scheduled time is considered on-time.
• If the Professional is delayed beyond 60 minutes without prior notice, the Customer may cancel the booking without any penalty.
• Estimated service durations are provided as guidance only. Complex jobs may take longer; the Professional will inform the Customer if significant overrun is expected.
• Services requiring multiple visits (e.g., painting, large repairs) will be scheduled as a series of agreed appointments.

5. Pricing & Payment Terms

• Pricing is communicated transparently at the time of booking confirmation.
• The Customer agrees to pay the confirmed amount upon satisfactory completion of the service.
• Payment is made directly to the Service Professional in cash or UPI at the time of service completion.
• No advance payment is required unless explicitly stated for high-value jobs (e.g., painting projects exceeding ₹5,000).
• ServQ does not currently add a platform surcharge to the Customer.
• Any additional costs for extra materials or extended time must be verbally agreed upon before they are incurred and confirmed with ServQ.

6. Obligations of ServQ

• Provide Aadhaar-verified, trained, and background-checked Service Professionals.
• Communicate accurate service pricing before confirming bookings.
• Maintain a quality assurance process, including training, ratings monitoring, and periodic audits.
• Handle complaints, warranty claims, and refund requests fairly and promptly.
• Maintain customer data securely in accordance with our Privacy Policy.
• Provide customer support via WhatsApp and email during business hours (8 AM – 8 PM, 7 days).

7. Obligations of the Customer

• Provide accurate information about the service location, access, and requirements at the time of booking.
• Ensure the service site is safe, accessible, and free from hazards.
• Ensure an adult (18+) is present at the premises during the service.
• Pay the agreed amount promptly upon satisfactory service completion.
• Treat Service Professionals with dignity and respect.
• Not request the Professional to perform tasks outside the agreed scope without proper approval.
• Report any issues or quality concerns within the specified warranty window.

8. Obligations of the Service Professional

• Arrive at the agreed time with necessary tools and equipment.
• Perform the agreed service to ServQ's quality standards and the best of professional ability.
• Maintain professional conduct, appearance, and hygiene.
• Protect the Customer's property and belongings during service.
• Not demand payments in excess of the agreed amount.
• Report any unforeseen complications to both the Customer and ServQ before proceeding.
• Ensure the work area is left clean and tidy after service completion.
• Not engage in direct solicitation of ServQ customers for external services.

9. Independent Contractor Status

10. Quality Guarantee & Insurance

All services are backed by ServQ's satisfaction commitment and insurance coverage:

• 100% Satisfaction Commitment — if you're unhappy for valid reasons, we'll make it right.
• Labour insurance covers any on-site injuries or incidents involving our professionals.
• Customer damage protection covers accidental damage to your property during service.

11. Liability & Indemnification

• ServQ's liability under this Agreement is limited to the service fee paid for the specific booking.
• Neither party shall be liable for indirect, special, consequential, or punitive damages.
• The Customer agrees to indemnify ServQ against any claims arising from the Customer's breach of this Agreement, provision of false information, or misuse of the platform.
• ServQ maintains professional indemnity cover for high-risk services where applicable.

12. Confidentiality

• All parties agree to keep Customer and Professional personal data confidential and not share it with unauthorised third parties.
• Service Professionals must not disclose Customer home addresses or personal details to any third party.

13. Dispute Resolution

1. Step 1 — Direct Resolution: Contact ServQ support within 48 hours of the issue. We aim to resolve most disputes within 72 hours.
2. Step 2 — Escalation: If unresolved, escalate to our Grievance Officer at grievance@servq.in. Resolution within 15 days.
3. Step 3 — Consumer Forum: Customers may approach the District Consumer Disputes Redressal Commission, Jaipur.
4. Step 4 — Arbitration: For disputes exceeding ₹1 lakh, parties may agree to binding arbitration under the Arbitration and Conciliation Act, 1996, in Jaipur.

14. Governing Law

This Agreement shall be governed by and construed in accordance with the laws of India. Any legal proceedings shall be subject to the exclusive jurisdiction of courts in Jaipur, Rajasthan.

15. Amendments

ServQ may update this Agreement from time to time. The updated version will be posted at servq.in/service-agreement.html with an updated effective date. Continued use of the platform constitutes acceptance of the revised Agreement.

16. Contact

• General Support: support@servq.in
• Legal Queries: legal@servq.in
• Grievance Officer: grievance@servq.in
• WhatsApp: +91 94146 56262