Service Delivery & Fulfillment Policy

This policy outlines how services booked on Home Heroes are fulfilled, dispatched, and validated at your doorstep by Home Heroes Technologies Private Limited.

Digital & Doorstep Fulfillment Nature: Home Heroes provides professional at-home domestic services and verified security staffing. We do not dispatch physical tangible goods via postal or courier services; all services are fulfilled electronically and executed in-person at the customer's registered address.

1Service Delivery Models & Timelines

Home Heroes offers two primary fulfillment channels depending on customer urgency:

A. Instant / On-Demand Dispatch

Ideal for urgent repairs (plumbing bursts, electrical trips, lockout assistance).

⚡ Dispatch Window: Professional matched & dispatched within 15 to 45 minutes of booking confirmation.

B. Scheduled Time-Slot Bookings

Ideal for deep cleaning, pest control, painting, and regular domestic maintenance.

📅 Arrival Window: Professional arrives precisely within the chosen 2-hour slot (e.g., 10:00 AM – 12:00 PM IST).

2Service Area & Geographic Coverage

Our verified service network currently operates across the greater metropolitan area of Bengaluru, Karnataka, India, covering:

Primary Hubs: Indiranagar, Koramangala, HSR Layout, Whitefield, Bellandur, JP Nagar, Jayanagar, Electronic City, Hebbal, Marathahalli, BTM Layout, Bannerghatta Road, and Sarjapur Road.

*Customers located outside our active operational zones will be notified instantly during address selection, and no payments will be captured for unserviceable pin codes.

3Proof of Service & Dual-Factor Verification (OTP)

To ensure safety, prevent unauthorized personnel, and verify strict proof of delivery:

Step 1: Start-Job OTP

When the professional arrives at your doorstep, verify their digital photo ID badge on your app and provide the 4-digit Start OTP to authorize job commencement.

Step 2: Completion OTP

Upon thorough inspection and satisfaction with the work done, you provide the Completion OTP. The order is only marked fulfilled once this OTP is entered.

4Delays, Rescheduling & Unforeseen Events

While we maintain a 98.4% on-time arrival rate, external conditions such as severe weather, traffic congestion, or localized emergencies may occasionally cause delays:

Customers can track their arriving professional in real-time with live GPS in the Home Heroes App.
If arrival is delayed by more than 30 minutes beyond the designated slot, the customer has the complete right to reschedule without charge or cancel for a 100% full refund.

5Support & Delivery Escalations

For any queries regarding active dispatches, partner arrival, or delivery confirmations:

Merchant Legal Entity: Home Heroes Technologies Private Limited

Customer Operations Email: support@homeheroes.in

Support Window: Mon – Sun, 8:00 AM – 10:00 PM IST