Terms and Conditions

Welcome to CivyTown, a home service aggregator that connects service professionals with customers. These Terms and Conditions govern your access to and use of our website and services. By using our Platform, you agree to comply with these Terms.

Service Overview

Our platform functions exclusively as a digital marketplace, enabling users (customers) to discover and schedule services with independent home service professionals (vendors)—such as cleaners, appliance technicians, painters, and more.

We are not a direct service provider. We do not employ, manage, supervise, or guarantee the quality, timing, or outcome of services rendered. All services are delivered by third-party vendors directly to the customer, with the vendors retaining full professional and legal responsibility.

Our role is strictly as a facilitator, providing the technology and interface for:

• Presenting vendor profiles and service options
• Enabling communication and booking requests
• Handling scheduling logistics and notifications

We do not collect, process, hold, or transmit any service payments between customers and vendors—unless explicitly stated otherwise. All financial transactions are conducted directly between the customer and the vendor, typically via cash, UPI, or other mutually agreed payment methods.

We act merely as a neutral platform in connecting parties, and shall not be liable for:

• Any disputes arising out of off-platform payments
• The quality, safety, or legality of services
• Vendor compliance with local regulations, licenses, insurance, or tax obligations

By using our platform, you acknowledge and agree that only the contracting customer and the contracting vendor are responsible for the service agreement, and our responsibility is limited to facilitating contact and scheduling.

Account Registration and Security

All users, including vendors and customers, must create an account by providing accurate personal and contact information. The creation of duplicate, misleading, or fraudulent accounts is strictly prohibited. Users are required to:

• Keep their login credentials confidential
• Update any changes to account information immediately
• Report unauthorized use or security breaches right away

Failure to maintain secure account information may result in suspension or termination of access.

Customer and Vendor Content Guidelines

Users can submit reviews, feedback, images, or other information related to services rendered. By posting content, you agree to:

• Only upload content that is truthful and lawful
• Not share content that is offensive, defamatory, or violates the rights of others
• Grant us a royalty-free, perpetual license to use, adapt, and display your content on our platform and for promotional purposes

We reserve the right to remove or moderate content that violates these terms.

Privacy and Use of Data

Your use of the platform requires the collection of certain data, including but not limited to:

• Contact details (such as name, phone number, and email)
• Service location and booking history
• Usage statistics

All personal data is managed in accordance with our Privacy Policy.

How to Book and Manage Services

Customers can browse, select, and schedule services directly via the platform.

• Bookings are confirmed only when accepted by vendors
• Vendors must honor all accepted bookings and avoid no-shows
• Both parties must respect cancellation and rescheduling procedures, including any timeframes or penalties indicated at the time of booking

If a dispute arises, the platform may intervene to assist resolution; however, we do not guarantee a specific outcome.

Platform Fees, Charges, and Payments

Transparent Pricing

Service charges are clearly displayed to customers before confirming any booking. Customers acknowledge and accept the displayed charges upon booking confirmation.

Customer Payments

Customers agree to pay the service charges directly to the vendor after the service is rendered, either via cash or UPI (or other mutually agreed methods). The platform does not handle direct collection of service payments unless otherwise explicitly stated.

Platform Commission & Vendor Charges

Vendors are required to pay a predefined commission or lead fee to the platform for each confirmed booking, irrespective of the payment mode used by the customer. This fee is communicated upfront and is either:

• Deducted from vendor's wallet/recharge balance in the platform, or
• Collected via monthly invoicing or other agreed billing methods

Disputes & Liability

The platform is not liable for any payment disputes between customers and vendors, including but not limited to underpayment, non-payment, or fraudulent transactions. Vendors are solely responsible for collecting payment from the customer after the service.

Failed or Cancelled Services

In cases where a service is canceled or not completed, vendors may not be charged, depending on the platform's cancellation and dispute policy.

Code of Conduct

Customer Responsibilities

• Treat all vendors with respect and courtesy
• Provide accurate service requirements and contact details
• Settle all payments for services in a timely manner

Vendor Obligations

• Deliver agreed services professionally, on time, and with appropriate materials or tools
• Maintain up-to-date certifications and comply with all applicable regulatory or legal requirements
• Respond promptly to customer inquiries and booking requests

Abusive, fraudulent, or unsafe behavior by any party will result in disciplinary action, including possible account termination and legal consequences.

External Links and Third-Party Content

Our platform may feature links or integrations with third-party websites for enhanced functionality or convenience. We have no control over and accept no responsibility for external websites. Users are encouraged to review third-party policies before engaging or providing information to such sites.

User Accountability

You are fully responsible for all actions and information associated with your account. This includes:

• The accuracy of submitted information
• Adhering to all service guidelines and local regulations
• Settling any disputes, fees, or liabilities resulting from your activities on the platform

Vendors and customers agree not to engage in any form of direct service or payment arrangement with a vendor or customer outside the platform once a connection has been initiated through our system. Bypassing the platform to avoid commission, fees, or tracking is strictly prohibited and may result in account suspension, penalty charges, and legal action.

Intellectual Property Ownership

All graphics, branding, text, and proprietary technology underlying the platform are protected by intellectual property laws. Users may not reproduce, utilize, or distribute our intellectual property without written consent.

Duration, Suspension, and Termination

These Terms will continue to apply until you or the platform terminate your account.

We may suspend or permanently remove your account at our discretion, for reasons including breach of policy, fraudulent activity, or illegal conduct.

Upon suspension or removal, all licenses and access to the platform are immediately revoked.

Service Disclaimers and Liability Limits

The platform is provided "as is," with no warranty regarding uninterrupted availability, fitness for a specific purpose, or accuracy.

We are not responsible for the actions or performance of independent vendors. Customers assume all risk associated with selecting and using home service providers.

Any losses, personal injury, or property damage incurred through vendor services are the sole responsibility of the contracted vendor and customer.

Indemnification Agreement

By participating on this platform, you agree to indemnify and hold harmless the platform's owners, officers, and staff for any claims, damages, or liabilities arising from your misuse, unlawful activity, or breach of these Terms.

Governing Law and Dispute Jurisdiction

All terms and related disputes are governed by the laws of India. Any legal action or dispute must be brought to the competent courts located in Bangalore, Karnataka. Where feasible, both parties agree to attempt resolution through arbitration before litigation.

Complaint and Grievance Handling

Final Provisions

If any provision of these Terms is deemed invalid, the remaining provisions remain fully enforceable.

These Terms comprise the full agreement between the user and the platform regarding its use and supersede all prior agreements.

We reserve the right to update these Terms at any time. In the event of significant changes, notification will be provided prior to enforcement.