Terms and Conditions

1Introduction & Corporate Identity

This document constitutes an electronic record in terms of the Information Technology Act, 2000 and rules thereunder as applicable. This electronic record is generated by a computer system and does not require any physical or digital signatures.

The domain name homeheroes.in and the associated mobile applications (“Platform”) are owned and operated by Home Heroes Technologies Private Limited.

By accessing, browsing, or placing a booking on this Platform, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.

2User Eligibility & Account Registration

Use of the Platform is available only to persons who can form legally binding contracts under the Indian Contract Act, 1872. Persons who are “incompetent to contract”, including minors (under the age of 18 years), are not eligible to register or order services.

• You agree to provide accurate, current, and complete information during mobile phone OTP verification and account creation.
• You are responsible for maintaining the confidentiality of your account credentials and for all activities that take place under your account.
• Home Heroes reserves the right to suspend or terminate any account if any registration information is found to be false, outdated, or fraudulent.

3Nature of Platform & Services

Home Heroes operates an online intermediary marketplace connecting customers seeking domestic and home care services (including but not limited to deep cleaning, pest control, plumbing, electrical repairs, appliance servicing, verified security personnel, maids, and cooks) with independently vetted third-party service professionals (“Service Heroes / Partners”).

While Home Heroes subjects service partners to stringent 5-step background verification (biometric Aadhaar identity authentication, criminal court records verification, skill proficiency audit, and police clearance), the contractual arrangement for physical execution of domestic work is between the Customer and the Assigned Service Partner, with Home Heroes acting as the technology facilitator and customer care guarantee guarantor.

4Payments, Pricing & Gateway Billing

All prices displayed on the Platform are in Indian Rupees (₹ INR) and inclusive of applicable Goods and Services Tax (GST) unless explicitly specified otherwise.

5Cancellation, Rescheduling & Refunds

Cancellation and refund requests are strictly governed by our dedicated Cancellation & Refund Policy, which forms an integral part of these Terms:

• Free Cancellation: Permitted up to 2 hours prior to scheduled booking start time for a 100% full refund.
• Late Cancellation: Within 2 hours of scheduled time or after professional dispatch may attract a nominal ₹99 cancellation fee to compensate the partner.
• Refund Processing: Approved refunds will be credited back to the original source payment method within 5 to 7 business working days pursuant to RBI guidelines.

6Customer Responsibilities & Code of Conduct

To ensure safety and mutual dignity during home visits:

• You agree to provide safe, unobstructed, and lawful access to your service premises.
• You agree to treat Service Heroes with dignity, civility, and respect, without discrimination based on caste, religion, gender, or social status.
• You shall not solicit Home Heroes service professionals to render private offline services outside the platform. Offline bookings void all platform insurance, customer guarantees, and emergency safety support.

7Limitation of Liability & Home Protection Guarantee

Home Heroes maintains a Home Protection Guarantee for verified bookings executed through the platform. In any event, the aggregate liability of Home Heroes Technologies Private Limited to you for any claim arising out of the services rendered shall not exceed the total amount paid by you for the specific booking in question or ₹10,000 (Ten Thousand Indian Rupees), whichever is lower, except where prohibited by applicable consumer protection laws.

8Governing Law & Jurisdiction

These Terms and Conditions shall be governed by and construed in accordance with the substantive laws of the Republic of India. Any disputes, claims, or controversies arising out of or in connection with these Terms or the Platform shall be subject to the exclusive jurisdiction of the competent courts in Bengaluru, Karnataka, India.

9Grievance Officer & Escalation Matrix

In accordance with the Information Technology Act, 2000 and the Consumer Protection (E-Commerce) Rules, 2020, the contact details of the Grievance Redressal Officer are as follows: