Terms & Conditions

These Terms govern your access to and use of the Servoner website (servoner.com), our home-services placement business, and any related communication channels (phone, WhatsApp, email). By using our services, you accept these Terms together with our Privacy Policy and Refund & Cancellation Policy.

1. Definitions

• “Servoner”, “we”, “us”, “our” — the home-services placement business operating from G-19, Block E, Sector 3, Noida, Uttar Pradesh 201301, India.
• “You”, “Customer”, “Household” — the individual or family that engages Servoner for the placement of a Helper.
• “Helper” — a maid, babysitter, cook, elderly carer, deep-cleaning crew member, gardener, salon professional or similar service provider placed by Servoner.
• “Placement” — the process of matching a verified Helper with a Customer.
• “Service Areas” — Delhi, Gurgaon, Noida, Greater Noida, Faridabad and Ghaziabad.

2. About Servoner and our role

Servoner operates as an “intermediary” under Section 2(1)(w) of the Information Technology Act, 2000 and as an “e-commerce entity” under the Consumer Protection (E-Commerce) Rules, 2020. We are also a “Data Fiduciary” within the meaning of the Digital Personal Data Protection Act, 2023 (“DPDP Act”).

We facilitate the discovery, screening and placement of Helpers. We are not the direct employer of every Helper in the traditional sense — the working relationship is between you and the Helper, governed by the role-specific contract shared at placement. We accept responsibility for the diligence we exercise during the screening and placement process, subject to the limits set out in Clause 12.

3. Acceptance and eligibility

• You must be at least 18 years old and legally competent to contract under the Indian Contract Act, 1872 to use our services.
• By submitting a booking enquiry — through the website, WhatsApp, phone, or in person — you confirm that the information you provide is accurate and that you have the authority to engage a Helper on behalf of the household.
• Continued use of our services after we revise these Terms constitutes acceptance of the revised Terms.

4. Our services

Subject to availability in your Service Area, Servoner will:

• Share 2–3 shortlisted, verified candidate profiles for your requirement within 24–72 working hours of brief confirmation.
• Assist with scheduling interviews, paperwork, and the agreed start date.
• Provide replacement support during the window described in your role contract — typically 7 days for the first match in a monthly placement.
• Run identity, address, reference, and interview-based verification on each Helper before onboarding them to our network.

We do not guarantee continued service by a particular Helper beyond reasonable diligence on our part, nor do we guarantee the outcome of any individual placement.

5. Booking, account and registration

You can engage Servoner without creating an account. If you choose to register (e.g., to access your booking history), you are responsible for keeping your login credentials confidential. Notify us immediately of any unauthorised use.

6. Fees, charges and taxes

• Placement and service fees are disclosed in writing before you confirm a booking.
• Servoner is currently below the GST registration threshold under the Central Goods and Services Tax Act, 2017 and accordingly does not levy GST on its invoices at present.
• As and when Servoner becomes liable for or voluntarily registers under GST, applicable Central, State or Integrated GST will be added to invoices at the prevailing rate, and our GSTIN will be reflected on this page.
• If you are required to deduct tax at source (TDS) under the Income-tax Act, 1961, the deduction shall be made in accordance with the applicable provisions and a TDS certificate shared with us promptly.

7. Payment terms

• Accepted payment methods: UPI, debit/credit cards, PhonePe and bank transfer using the details on the invoice.
• We do not accept cash for placement fees. Cash payment to the Helper for their monthly salary is a matter between you and the Helper, and Servoner is not responsible for it.
• Payment processors (e.g., PhonePe, Razorpay) operate under their own terms and conditions; Servoner is not responsible for issues arising solely from the payment processor.

8. Customer obligations

You agree to:

• Provide accurate, complete and up-to-date information.
• Treat Helpers with dignity and pay them fairly and on time as per the role contract.
• Provide a safe, hygienic and respectful working environment, including the breaks, meals and weekly off described in the role contract.
• Pay Servoner’s invoices on time.
• Inform us of concerns within a reasonable period so we can resolve them.

Servoner reserves the right to withdraw service if a household creates an unsafe environment for Helpers, engages in discrimination, or repeatedly defaults on agreed payments.

9. Verification, screening and customer’s own due diligence

Each Helper in our network undergoes ID verification (Aadhaar), address proof verification, previous-employer reference checks, an in-person interview, and a basic health screen. Police verification is facilitated by us where requested; the statutory responsibility for filing the domestic-help verification with the local police station continues to rest with the household engaging the Helper (per the prevailing State Police circulars in Delhi, Haryana and Uttar Pradesh).

Despite our diligence, we cannot guarantee absolute outcomes. You are encouraged to conduct your own additional checks — community references, CCTV, separate police verification — as you see fit.

10. Replacement, cancellation and refunds

Detailed rules are set out in our Refund & Cancellation Policy, which forms part of these Terms.

11. Helper conduct, termination and confidentiality

• Helpers placed by Servoner agree to a written code of conduct covering honesty, punctuality, hygiene, respect and confidentiality.
• You are entitled to terminate the engagement of any Helper for breach of the code; notify us promptly so we can facilitate a replacement.
• You agree to keep confidential any personal information of the Helper that you may receive — including ID copies — and use it only for the purpose of engagement.

12. Liability and indemnity

• Servoner does its best to screen Helpers but cannot guarantee absolute outcomes.
• To the maximum extent permitted by law, our total cumulative liability for any claim related to a particular engagement is limited to the placement fee paid for that engagement.
• We are not liable for indirect, incidental, consequential, special or punitive damages — including loss of earnings, loss of reputation, or emotional distress.
• You agree to indemnify and hold harmless Servoner from any claim arising out of (a) your breach of these Terms, (b) misuse of a Helper’s personal information, or (c) your interaction with the Helper outside the agreed scope.

13. Insurance

We recommend that you maintain appropriate household insurance covering theft, fire and third-party liability. Servoner does not provide insurance cover for your household contents and is not liable for losses that should ordinarily be covered by such insurance.

14. Data protection (Digital Personal Data Protection Act, 2023)

• Servoner acts as a Data Fiduciary for personal data you share with us. The legal basis for processing is your consent and the legitimate purpose of providing the requested service.
• Your rights as a Data Principal include the right to access, correct, update, erase, and withdraw consent; the right to grievance redressal; and the right to nominate.
• Details on what we collect and how we use it are in our Privacy Policy.
• The Data Protection Officer / Grievance Officer for the purpose of the DPDP Act is named in Clause 21.

15. Consumer Protection (E-Commerce Rules, 2020)

In compliance with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020:

• Servoner has designated a Grievance Officer (Clause 21) for consumer complaints.
• We acknowledge complaints within 48 hours and aim to resolve them within 30 days of receipt.
• We display fair prices and the total charges payable before checkout.
• For matters not resolved bilaterally, you may approach the relevant District Consumer Disputes Redressal Commission.

16. Intermediary status (Information Technology Act, 2000 & IT Rules, 2021)

We host limited user-generated content (reviews, enquiries). As an intermediary, we observe the due diligence requirements of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021. Unlawful content can be reported to the Grievance Officer (Clause 21) for action within 72 hours.

17. Intellectual property

The Servoner name, logo, website design, written content, code and brand elements are the intellectual property of Servoner. You may share article links and screenshots for personal use; you may not copy, adapt or republish our content for commercial purposes without prior written permission.

18. Communications consent

By engaging with Servoner you consent to receive service-related communications via phone, WhatsApp, email and SMS — including booking confirmations, replacement updates, invoices and operational notices. Marketing communications are sent only if you opt in and may be opted out by replying STOP to any WhatsApp message or writing to us.

19. Force majeure

Neither party is liable for failure or delay in performance due to events beyond reasonable control, including acts of God, pandemics, government orders, lockdowns, strikes, riots, war, fire, flood, internet/utility outages, or cyber-attacks. The affected obligation will be suspended for the duration of the force majeure event.

20. Severability, waiver and assignment

• If any clause of these Terms is held invalid or unenforceable, the remaining clauses continue in full force.
• Our failure to enforce a right under these Terms does not waive that right.
• You may not assign these Terms without our written consent. We may assign these Terms to a successor or affiliate on written notice to you.

21. Grievance Officer

In accordance with the IT Rules 2021, the DPDP Act 2023, and the Consumer Protection (E-Commerce) Rules 2020:

We acknowledge complaints within 48 hours and resolve them within 30 days of receipt, in line with statutory timelines.

22. Governing law, jurisdiction and dispute resolution

• These Terms are governed by the laws of India.
• The parties will first attempt to resolve any dispute in good faith within 30 days of notice.
• Unresolved disputes shall be subject to the exclusive jurisdiction of the courts in Noida, Uttar Pradesh.
• For consumer disputes, the consumer redressal mechanism set out in the Consumer Protection Act, 2019 is available to you.

23. Limitation of action

Any claim arising out of or relating to these Terms or your engagement with Servoner must be filed within one year of the cause of action arising, except where a longer period is mandated by statute.

24. Notices

Legal notices to Servoner must be sent to our registered office address (below) by recognised courier with acknowledgement, and copied to service@servoner.com. Notices to you will be sent to the email address or phone number you provided at booking.

25. Changes to these Terms

We update these Terms as our service evolves. The latest version always lives at servoner.com/terms-conditions/ with the “Last updated” date at the top. Continuing to use Servoner after a change means you accept the updated Terms.

26. Contact