Section A: Guidelines for Service Professionals (Gig Workers)

A1. Before the Job

• Accept bookings only when you are confident you can arrive on time and complete the work.
• Review the service details carefully before accepting — scope, location, required tools, and time estimate.
• Carry all necessary tools, equipment, and personal protective gear (gloves, safety shoes, masks where applicable).
• Confirm your booking via WhatsApp if any clarification is needed — do not arrive unprepared.
• Inform ServQ immediately if you anticipate a delay of more than 30 minutes.
• Do not accept bookings for services you are not trained or equipped to perform.

A2. Appearance & Professionalism

• Arrive in clean, appropriate work attire. Wear your ServQ ID or introduce yourself by name.
• Maintain personal hygiene — clean hands, trimmed nails (especially for cleaning/cooking services).
• Greet the customer politely. Be courteous, respectful, and professional at all times.
• Do not use offensive language, make personal remarks, or engage in political or religious discussions with customers.
• Do not use your phone for personal calls or social media during the service (except for work-related communication with ServQ).

A3. During the Job

• Begin with a brief walk-through with the customer to confirm the scope of work and any special instructions.
• Work methodically and efficiently. Do not rush or cut corners.
• Handle all tools, chemicals, and equipment safely. Follow manufacturer guidelines for any products used.
• Protect the customer's furniture, flooring, and belongings. Use dust sheets, protective covers, and care when moving items.
• Do not open drawers, cupboards, or personal spaces unless specifically required by the job.
• If you discover that the work is more complex or extensive than described, stop and inform both the customer and ServQ before proceeding with additional work.
• Do not attempt electrical work involving main switchboards, fuse boxes, or live high-voltage components unless you are a certified electrician.
• Do not proceed with work that could cause structural damage without explicit customer and ServQ approval.

A4. Safety Standards

• Always use appropriate PPE: gloves for cleaning chemicals, masks for dusty environments, safety goggles for drilling, non-slip shoes on wet surfaces.
• Switch off power supplies before electrical work. Turn off water at the mains before plumbing work.
• Never work at height (above 2 metres) without a stable, appropriate ladder or scaffolding.
• Keep children and pets away from the work area. If the customer has not done so, politely request it.
• Dispose of waste (chemicals, debris, packaging) responsibly and per local municipal guidelines. Do not leave waste at the customer's premises without arranging disposal.
• If an unsafe situation arises (gas leak, structural instability, exposed live wires), stop work immediately, inform the customer, and contact ServQ.

A5. After the Job

• Clean up the work area. Leave it as clean as or cleaner than it was found.
• Walk through the completed work with the customer and explain what was done.
• Provide any post-service care instructions (e.g., "Do not turn on the AC for 2 hours after gas refill").
• Collect payment as agreed — do not demand more than the confirmed amount.
• Issue a WhatsApp invoice/receipt if the customer requests one.
• Mark the job as completed on the ServQ system and note any issues for follow-up.

A6. Code of Conduct

A7. Violations & Consequences

Violation of these guidelines may result in:

• Suspension from the ServQ platform (temporary or permanent).
• Withholding of pending payments pending investigation.
• Reporting to appropriate authorities in case of criminal conduct.
• Legal action for damages caused to customers or ServQ.

Section B: Guidelines for Customers

B1. Before the Service

• Provide complete and accurate information when booking — service type, location, access instructions, and any special requirements.
• Ensure someone (18+) will be present at the premises during the entire service duration.
• Secure or move valuables, important documents, and fragile items to a safe location.
• If you have pets, ensure they are secured in a room away from the work area.
• Clear the work area of personal belongings to allow the professional to work efficiently.

B2. During the Service

• Greet the professional and provide a brief walk-through of what needs to be done.
• Provide access to water, electricity, and any specific areas required for the service.
• Do not interrupt the professional unnecessarily during complex tasks.
• If you have concerns about the work in progress, address them calmly with the professional. If unresolved, contact ServQ support.
• Do not ask the professional to perform additional tasks not covered in the booking without informing ServQ first.
• Do not ask the professional to perform tasks that could compromise safety (e.g., electrical work without switching off power).

B3. Customer Code of Conduct

B4. Prohibited Customer Behaviour

The following will result in immediate service termination and may lead to a ban from the platform:

• Physical or verbal abuse, threats, or harassment of ServQ professionals.
• Requesting illegal activities or asking professionals to violate safety standards.
• Providing false addresses or information to access ServQ services.
• Repeated no-shows without cancellation.
• Fraudulent warranty or damage claims.

Section C: Service-Specific Guidelines

Cleaning (Safai)

• Inform the team in advance about any specific cleaning products you prefer or any allergies.
• Ensure all rooms to be cleaned are accessible and cleared of unnecessary clutter.
• Cleaning chemicals will be used safely; keep children away during and for 30 minutes after cleaning.

AC Service

• The AC must not be used for at least 2 hours after gas refilling.
• Power supply to the AC unit must be fully switched off before service begins.
• Inform the professional of any unusual sounds, smells, or behaviours of the unit beforehand.

Painting

• Rooms to be painted must be cleared of furniture or have furniture moved to the centre and covered.
• Adequate ventilation must be maintained during and for 24–48 hours after painting.
• Walls must be dry and free of damp before painting begins. Inform the professional of any water seepage issues.
• Do not enter freshly painted rooms for at least 4 hours.

Plumbing / Karigar

• The main water supply must be accessible for shutoff if required.
• Inform the professional if the area has been prone to water seepage, rust, or old piping.
• Avoid using affected water outlets for at least 1 hour after repairs to allow sealants/adhesives to cure.

Loading / Unloading

• Fragile items must be clearly labelled and pointed out to the team before loading begins.
• High-value electronics, glassware, or antiques should be packed separately with proper protective packaging.
• The team is not responsible for pre-existing damage to items.
• Ensure elevator bookings, parking spaces, and building permissions are arranged in advance.

Section D: Reporting Issues

If any guideline is violated — by a professional or a customer — please report it immediately:

• WhatsApp: +91 94146 56262 (fastest)
• Email: support@servq.in
• Grievance Officer: grievance@servq.in
• Hours: 8 AM – 8 PM, 7 days a week

Reports are treated with confidentiality. We investigate every complaint seriously.