TERMS AND CONDITIONS OF USE
SECTION 1 – INTRODUCTION AND ACCEPTANCE OF TERMS
1.1 These Terms and Conditions (“Terms” or “Agreement”) govern the access to and use of the digital platforms operated by Aieza Home Cleaning Services Private Limited, a company incorporated under the Companies Act, 2013, having its registered office at Chennai, Tamil Nadu, India (hereinafter referred to as “Aieza”, “Company”, “we”, “us”, or “our”).
1.2 These Terms constitute a binding legal contract between the Company and the following parties:
1.3 By downloading, installing, or using the Platform, or by availing any services offered by Aieza, Users acknowledge that they have read, understood, and agreed to be legally bound by these Terms, including the Privacy Policy, Refund Policy, and any other policies displayed on the Platform.
1.4 If any User does not agree with these Terms, they must immediately discontinue access to or use of the Platform. Continued use constitutes acceptance.
1.5 The Company reserves the right to modify or amend these Terms at any time, with such modifications taking effect upon publication on the Platform. Users are encouraged to review the Terms periodically.
SECTION 2 – SCOPE OF SERVICES
2.1 Aieza provides an online platform that connects Users seeking home cleaning and allied household services with verified and independent Partners who offer such services.
2.2 The services available on the Platform (“Services”) include but are not limited to:
2.3 Aieza may, from time to time, introduce additional services such as disinfection, pest control, appliance cleaning, or handyman services, which will be governed by these same Terms.
2.4 The Company acts solely as a facilitator between Customers and Partners. Aieza does not provide cleaning services directly and shall not be deemed a service provider.
2.5 All Services are currently offered within Chennai and Tamil Nadu, and any booking made outside these serviceable areas may be declined or cancelled with full refund.
SECTION 3 – USER ELIGIBILITY AND REGISTRATION
3.1 To access and use the Platform, Users must:
3.2 Users must create an account (“User Account”) on the Customer App or website by providing accurate personal information, including full name, contact number, address, and payment details.
3.3 Users agree to maintain the confidentiality of their login credentials and accept responsibility for all actions conducted under their account.
3.4 Aieza shall not be liable for any unauthorized access or misuse of a User’s account arising from negligence or password sharing.
3.5 The Company reserves the right to suspend or terminate any User Account found to contain false, incomplete, or misleading information.
SECTION 4 – PARTNER REGISTRATION AND VERIFICATION
4.1 All Partners registering on the Aieza Partner App must provide:
4.2 Aieza conducts internal screening and background verification prior to activation of Partner profiles.
4.3 The Partner acknowledges that registration does not guarantee assignment of jobs; allocation is subject to demand, ratings, and geographic proximity.
4.4 Partners must maintain high standards of professionalism, punctuality, hygiene, and behavior at all times during service delivery.
4.5 Aieza reserves the right to delist or suspend Partners found in violation of these standards or in receipt of repeated negative customer feedback.
SECTION 5 – SERVICE BOOKINGS
5.1 Customers may book a Service through the Aieza Customer App or website by selecting the type of service, date, time, and location.
5.2 Once a booking is confirmed, an automated confirmation message will be sent via SMS, email, or app notification.
5.3 A booking is considered final only upon successful payment through the Platform’s integrated payment gateway (Razorpay) or upon confirmation of “Pay at Service” mode, where applicable.
5.4 The estimated duration of service, materials to be used, and number of personnel shall be indicated before final confirmation.
5.5 Aieza reserves the right to decline or cancel a booking in cases of incorrect information, unavailability of Partners, or force majeure conditions (such as flood, pandemic restrictions, etc.).
SECTION 6 – PRICING, PAYMENTS, AND RECEIPTS
6.1 Service prices are displayed on the Platform and may vary depending on service type, duration, location, and offers applicable.
6.2 Aieza follows a transparent pricing policy: all applicable taxes, service charges, or promotional discounts will be clearly shown before checkout.
6.3 Payments can be made via Razorpay using UPI, debit/credit cards, wallets, or net banking.
6.4 For “Pay at Service” bookings, Customers agree to pay the total invoice amount directly to the Partner or through Aieza’s payment link upon completion.
6.5 Aieza acts as a collection agent for the Partner, holding payments in trust until service completion, after which Aieza disburses the Partner’s share (after deducting platform commissions, applicable taxes, and fees).
6.6 Electronic receipts shall be generated automatically and accessible from the Customer App or registered email.
6.7 Aieza reserves the right to update pricing periodically, introduce promotional discounts, or modify commission structures without prior notice.
SECTION 7 – CANCELLATION AND REFUND POLICY
7.1 Cancellations made 6 hours or more prior to the scheduled service time will be eligible for a full refund.
7.2 Cancellations made within 6 hours of the scheduled time may attract a cancellation charge of up to 30% of the total booking value.
7.3 No refunds shall be issued for cancellations made after the Partner has been dispatched or arrived at the service location.
7.4 Refunds (where applicable) will be processed within 5–7 business days to the original payment source.
7.5 If Aieza cancels a booking due to Partner unavailability or operational reasons, the Customer will receive a full refund or option to reschedule.
SECTION 8 – SERVICE EXECUTION AND QUALITY STANDARDS
8.1 All Partners shall use industry-grade cleaning materials and equipment approved by Aieza.
8.2 Customers are expected to ensure adequate water and electricity supply during the service.
8.3 Aieza promotes eco-friendly and safe cleaning practices, avoiding toxic chemicals unless specifically approved by the Customer.
8.4 The Partner must wear Aieza-provided uniform or badge (where applicable) and maintain courteous conduct.
8.5 Customers may rate and review Partners post-service, which will contribute to their performance metrics and visibility within the platform.
SECTION 9 – CUSTOMER RESPONSIBILITIES AND SAFETY
9.1 Customers shall ensure a safe and secure working environment for Partners, including access to the property, lighting, and absence of hazards.
9.2 Customers must not request tasks outside the scope of the booked service (e.g., plumbing, electrical repair, or personal errands).
9.3 Aieza is not responsible for any personal loss, theft, or damage arising from negligence in supervision during or after service completion.
9.4 In case of any misconduct, Customers should immediately report through the in-app support or at[insert email].
9.5 Aieza reserves the right to take appropriate disciplinary or legal action against any party found to be in violation of safety or conduct standards.
SECTION 10 – PARTNER RESPONSIBILITIES AND CODE OF CONDUCT
10.1 Partners must attend scheduled services on time, in uniform, and with necessary materials or tools.
10.2 Consumption of alcohol, drugs, or smoking during service hours is strictly prohibited.
10.3 Partners shall not solicit direct payments or bookings from Customers outside the Platform.
10.4 Any verbal or physical misconduct, damage, or breach of trust may result in permanent suspension and possible criminal action.
10.5 Partners are required to follow hygiene and grooming standards, particularly when entering residential premises.
10.6 Aieza reserves the right to monitor Partner performance through customer ratings, audits, and random checks.
11.1 Aieza acts solely as an intermediary connecting Customers with independent Partners. The Company shall not be liable for any direct, indirect, incidental, or consequential damages resulting from the use of the Platform or Services.
11.2 Aieza’s liability, in any case, shall not exceed the total booking amount paid by the Customer for the disputed service.
11.3 The Company is not responsible for:
(a) loss or damage to personal property;
(b) delays caused by unforeseen circumstances (traffic, weather, strikes);
(c) defects in materials or equipment not supplied by Aieza.
11.4 No advice or information obtained through the Platform shall create any warranty or guarantee not expressly stated herein.
12.1 In the event of verified physical damage to property during service, the Customer must report the incident within 24 hours via [insert email] with photographic proof.
12.2 Aieza will initiate an internal review. If the damage is confirmed to result from Partner negligence, Aieza may reimburse repair or replacement cost, capped at ₹ 5,000 per incident, or process claim under any active insurance coverage.
12.3 The Company maintains optional group insurance coverage for certain services; coverage terms shall be detailed on the Platform and are subject to insurer policy.
12.4 Aieza shall not be liable for pre-existing damage, normal wear and tear, or consequential losses.
13.1 Users and Partners agree to indemnify, defend, and hold harmless Aieza, its directors, employees, and affiliates from all claims, liabilities, damages, losses, or expenses arising from:
(a) breach of these Terms;
(b) violation of applicable laws;
(c) unauthorized use of the Platform; or
(d) negligence or misconduct.
13.2 This clause shall survive termination of the Agreement.
14.1 All Services are provided “as is” and “as available”. Aieza disclaims all implied warranties of merchantability, fitness for a particular purpose, or non-infringement.
14.2 The Company does not guarantee uninterrupted access, error-free operation, or defect correction in the Platform.
15.1 Users shall not:
(a) copy, modify, or reverse-engineer the Platform;
(b) use the Platform for unlawful purposes;
(c) engage in spamming, data mining, or harmful code distribution;
(d) impersonate another person or misrepresent affiliation.
15.2 Aieza may monitor activity for fraud prevention and security.
15.3 Violation of this Section may result in immediate suspension or legal action under the Information Technology Act 2000.
16.1 All trademarks, logos, domain names, designs, and software used on the Platform are exclusive property of Aieza Home Cleaning Services Pvt. Ltd.
16.2 Unauthorized use or reproduction constitutes infringement under the Trade Marks Act 1999 and Copyright Act 1957.
16.3 Users are granted a limited, non-transferable, revocable license to access the Platform solely for personal use.
16.4 All feedback or suggestions submitted become property of Aieza without obligation of compensation.
17.1 Aieza employs automated and manual systems to detect fraud, multiple-account creation, coupon misuse, or fake reviews.
17.2 If fraudulent activity is detected, Aieza may suspend or terminate the offending accounts and forfeit related wallet balances or credits.
17.3 All confirmed fraudulent acts shall be reported to local law enforcement under applicable cyber-crime laws.
18.1 Aieza may suspend or terminate a User or Partner account for:
(a) violation of these Terms;
(b) illegal or abusive behaviour;
(c) repeated low ratings or complaints;
(d) payment disputes or chargebacks.
18.2 Users may voluntarily deactivate their accounts by contacting [insert email]
18.3 Termination shall not affect rights accrued prior to the effective date of termination.
19.1 All Users and Partners shall comply with:
(a) Consumer Protection Act 2019;
(b) Information Technology Act 2000 and Rules 2021;
(c) GST Act 2017 (for applicable taxation); and
(d) local municipal or health regulations governing cleaning services.
19.2 Aieza shall cooperate with lawful requests from authorities and may disclose data in accordance with statutory obligations.
20.1 Aieza shall not be held liable for any failure or delay in performance due to causes beyond its reasonable control, including natural disasters, pandemics, government restrictions, strikes, or internet outages.
SECTION 21 – REFUND PROCEDURE
21.1 Refunds under these Terms shall be processed strictly through the same payment mode used at the time of booking unless otherwise agreed in writing.
21.2 Customers must raise refund requests through the in-app “Help & Support” section or via [insert email] within 48 hours of the scheduled service.
21.3 Refunds shall be issued only under the following circumstances:
21.4 Refunds will be processed within 5–7 working days after verification and may vary based on the payment gateway’s settlement timeline.
21.5 Refunds are not applicable for dissatisfaction arising from aesthetic preferences, post-service wear, or non-material issues.
SECTION 22 – SERVICE GUARANTEE AND QUALITY ASSURANCE
22.1 Aieza strives to deliver high-quality, professional, and hygienic cleaning services.
22.2 If Customers are dissatisfied with a completed service, they may request a free rework or touch-up within 24 hours, subject to Aieza’s assessment.
22.3 The guarantee does not cover issues caused by lack of maintenance, natural deterioration, or misuse after service completion.
22.4 Aieza reserves the right to verify the claim through before-and-after photos or independent inspection.
SECTION 23 – COMMUNICATION POLICY
23.1 All communications between Aieza, Customers, and Partners shall take place through the Platform, registered email, or official support channels.
23.2 Partners are prohibited from directly contacting Customers outside the Platform for bookings, pricing negotiations, or independent deals.
23.3 Aieza may send transactional, promotional, or service-related messages to registered Users via SMS, push notifications, WhatsApp, or email.
23.4 Users may opt out of non-essential communications by adjusting preferences in their profile settings or by writing to [insert email].
23.5 Aieza shall not be liable for any loss arising from failure to receive notifications due to network or email filtering issues.
SECTION 24 – DATA COLLECTION AND PROTECTION
24.1 Aieza collects and processes personal information in accordance with its Privacy Policy and the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011.
24.2 Data collected may include name, contact details, location, device identifiers, payment information, and service history.
24.3 Personal data shall be used for:
24.4 Aieza uses SSL encryption and secure payment gateways (Razor pay) to safeguard user data.
24.5 Users have the right to access, correct, or delete their data by submitting a written request.
SECTION 25 – THIRD-PARTY LINKS AND INTEGRATIONS
25.1 The Platform may include links to third-party websites, advertisements, or payment gateways.
25.2 Such links are provided for convenience, and Aieza does not endorse, control, or assume responsibility for their content or privacy practices.
25.3 Transactions or communications with third parties are solely between the User and such external service providers.
25.4 Aieza shall not be liable for any loss or damage arising from third-party integrations.
