Terms and Conditions

1.1The Services include the provision of the Platform, which enables you to discover, book, and pay for home-based and other on-demand services made available through independent third-party service providers who are onboarded on the Platform (“Service Partners”). Such services rendered by Service Partners are referred to as “Pro Services” and may include, without limitation, household cleaning, kitchen assistance, appliance repair, personal care, and other categories as may be listed on the Platform from time to time. For clarity, Pro Services are not services provided by the Company.

1.2The Company is a technology intermediary and aggregator in respect of Pro Services. It facilitates the discovery, booking, and payment for Pro Services, using third-party payment processors, but does not itself provide, supervise, direct, or control the manner of performance of Pro Services. Any matching of Customers with Service Partners may be facilitated through automated or algorithmic systems and does not constitute a recommendation, endorsement, or guarantee of any Service Partner or the quality of the Pro Services they provide.

1.3The Company does not employ Service Partners, and Service Partners are not agents, contractors, franchisees, or partners of the Company. Service Partners are not authorised to act on behalf of, represent, or create obligations binding upon the Company. While the Company may undertake reasonable due diligence in relation to the onboarding of Service Partners, including identity verification and background checks, the Company does not guarantee the conduct, skill, or performance of any Service Partner and each Service Partner bears sole responsibility for the Pro Services they render.

1.4The Services may be offered as one-time bookings, bundled service packages, or subscription-based plans (daily, weekly, or monthly), each of which may be subject to additional terms regarding validity, usage limits, and eligibility for refunds, as specified on the Platform at the time of booking.

1.5The Platform is intended for your personal, non-commercial use, unless otherwise agreed in writing with the Company, and is intended for use within India.

1.6The Company may communicate with you via phone calls, SMS, email, WhatsApp, or in-app notifications for booking confirmations, Service-related updates, and other transactional or promotional communications, in accordance with applicable law and our Privacy Policy. Restricting certain communications may affect our ability to provide timely updates or deliver Services.

1.7You may be required to furnish valid identification in connection with certain Services. Failure to do so may restrict your access to such Services.

1.8The Company reserves the right to decline any booking request at its discretion, including for reasons of safety, compliance, or operational feasibility, and does not guarantee the availability of Service Partners for any specific time, location, or Service category.

1.9The Company may modify, suspend, or discontinue any Service, feature, or content at any time, with or without notice, and shall not be liable for any resulting disruption. Your continued use of the Platform after any such change constitutes your acceptance of the change.

1.10Prices for Pro Services may be determined dynamically based on factors such as demand, location, time of booking, and service complexity, and may be generated through automated systems. Service Partners may be ranked or displayed based on objective criteria such as ratings and completion history; such ranking does not guarantee any particular outcome or service quality.

1.11In addition to Pro Services, the Platform may enable you to book logistics and goods-transportation services facilitated by independent drivers onboarded on the Platform (“Driver Partners”). Such logistics services are governed by these Terms together with the additional terms set out in Clause 17 (Additional Terms for Logistics and Goods Transportation Services), which shall apply in addition to, and prevail over, the General Terms in this Clause 1 to the extent of any inconsistency in respect of logistics bookings.

2.1You confirm that you are at least 18 years of age and have the legal capacity to enter into a binding contract under the Indian Contract Act, 1872.

2.2You agree to use the Services in compliance with all applicable laws and in a manner that does not infringe the rights of the Company, any Service Partner, or any third party.

3.1To avail the Services, you will be required to create an account on the Platform (“Account”) by providing your name, email address, phone number, and such other information as may be required for identity verification, fraud prevention, or compliance with applicable law.

3.2You warrant that all information you provide is true, accurate, and current, and you agree to promptly update it in the event of any change.

3.3You are solely responsible for maintaining the confidentiality of your Account credentials and agree to notify us immediately of any unauthorised use of your Account.

3.4You are responsible for all activity conducted through your Account, whether by you or by a third party using your credentials. The Company shall not be liable for unauthorised access to your Account, except to the extent arising from the Company’s gross negligence or wilful misconduct.

3.5You agree to receive communications from us regarding payment requests, Service-related information, promotional offers from us or our partners, and other matters relating to the Services, in accordance with applicable law and our Privacy Policy.

4.1The Platform allows you to request Pro Services based on availability displayed at the time of booking. We will use reasonable efforts to match you with an available Service Partner for your requested time slot. If we are unable to do so, we will contact you to reschedule or cancel the booking.

4.2Once a booking is placed, you will receive confirmation via SMS, email, or push notification, along with the applicable Fees. Once a Service Partner has been assigned, you will receive details such as their name and rating, where available, to enable an informed decision.

4.3Bookings cancelled prior to confirmation will not be charged. Our cancellation policy, made available on the Platform, sets out applicable cancellation fees for bookings cancelled after confirmation.

4.4If an assigned Service Partner becomes unavailable, the Company will attempt, where possible, to arrange a substitute or assist with rescheduling; however, availability of a substitute is not guaranteed.

4.5You agree to ensure timely and adequate access to the service location for the Service Partner, including obtaining necessary permissions, ensuring safe conditions, and disclosing in advance any factors that may affect the performance of the Pro Services (such as the presence of pets or restricted areas). Failure to do so may result in delays, additional charges, or cancellation, for which neither the Company nor the Service Partner shall be liable.

4.6Any time estimates or schedules displayed on the Platform are indicative only and do not constitute a guarantee of completion timelines.

5.1The Company reserves the right to charge you for the Services and Pro Services availed through the Platform, in accordance with the Fees disclosed at the time of booking.

5.2The Fees payable for Pro Services may include the Service Partner’s charges, a convenience or technology fee for facilitating the booking, out-of-pocket expenses, the cost of consumables or materials used, and any other charges (such as a safety, warranty, or welfare fee) as disclosed on the Platform. Fees may vary for one-time bookings, bundled packages, and subscription-based plans.

5.3All Fees are subject to applicable taxes. Tax invoices will be issued in accordance with applicable GST regulations; requests for a copy of an invoice may be sent to the email address specified in Clause 16.

5.4You may make payments through credit cards, debit cards, net banking, UPI, wallets, or such other methods as may be made available on the Platform from time to time. The Company reserves the right to modify or restrict available payment methods at its discretion.

5.5Payments collected by the Company for Pro Services are facilitated on behalf of the relevant Service Partner, to the extent of the Service Partner’s revenue share, in accordance with separate arrangements between the Company and such Service Partner.

5.6The Company reserves the right to amend the Fees at any time. A change in Fees shall not affect bookings already confirmed prior to the change being published on the Platform.

5.7Fees paid for confirmed bookings are generally non-refundable, except where required by applicable law or expressly approved by the Company in accordance with our refund and cancellation policy.

5.8You acknowledge that Fees may vary based on location, demand, or other marketplace conditions, including surge pricing during periods of high demand, and that you remain responsible for Fees incurred under your Account regardless of your awareness of the applicable rate at the time of booking.

5.9The Company may withhold, delay, or adjust payments where it reasonably believes a refund, chargeback, or fraud concern may arise, or as required to comply with applicable law, and may set off amounts payable to you against amounts you owe the Company.

5.10We may engage a third-party payment processor to process payments on our behalf. Such processing shall be subject to the processor’s own terms in addition to these Terms, and the Company shall not be liable for errors attributable to the payment processor.

5.11All payments for Services must be made solely through the payment mechanisms available on the Platform. You shall not make or accept any payment to or from a Service Partner outside the Platform, and the Company shall bear no liability for any dispute, loss, or damage arising from off-Platform payments.

6.1The Company strictly prohibits discrimination against Service Partners on the basis of race, religion, caste, national origin, disability, sexual orientation, sex, marital status, gender identity, age, or any other characteristic protected under applicable law, including refusal to accept a Service Partner on any such basis.

6.2You agree to treat Service Partners with courtesy and respect and to provide a safe, clean, and appropriate location for the performance of Pro Services. A Service Partner may decline to perform Pro Services where such conditions are not met, or where your conduct is discourteous, abusive, threatening, or otherwise inappropriate. The Company may, at its discretion, suspend or terminate your access to the Services in such circumstances.

6.3You are solely responsible for any discriminatory conduct or failure to provide a safe environment for a Service Partner, and agree to promptly disclose any information that may reasonably affect a Service Partner’s ability to safely perform the Pro Services.

6.4The Company reserves the right to restrict access to refunds, promotions, or Services where it identifies a pattern of abusive, bad-faith, or fraudulent complaints, cancellations, or refund requests.

6.5If a Service Partner engages in conduct that is discourteous, abusive, inappropriate, or unlawful, you agree to report such conduct to the Company at the email address in Clause 16 within 48 (forty-eight) hours of the occurrence.

6.6You represent and warrant that all information you provide in connection with the Services is complete, true, and accurate, and you agree to promptly notify the Company of any change. The Company shall not be liable for any loss arising from inaccurate, incomplete, or misleading information provided by you.

7.1The Platform may allow registered Users to post reviews, ratings, comments, or other content relating to their experience with the Services or a Service Partner (“User Content”). Service Partners may similarly submit reviews about you, and you agree not to knowingly submit false, inaccurate, or misleading reviews.

7.2You represent and warrant that: (a) you own or have obtained all necessary rights to submit the User Content; (b) the User Content does not infringe any intellectual property, privacy, or other right of any person; (c) the User Content does not contain any unlawful, defamatory, obscene, harassing, discriminatory, or otherwise objectionable material as recognised under applicable Indian law, including the Information Technology Act, 2000; and (d) the User Content does not contain viruses or other harmful code.

7.3You grant the Company a non-exclusive, worldwide, perpetual, irrevocable, transferable, sublicensable, and royalty-free licence to use, reproduce, publish, display, distribute, adapt, and create derivative works of the User Content in connection with the operation and promotion of the Services, and for submission as evidence before a court or authority of competent jurisdiction, to the extent permitted by applicable law. You waive any moral rights in the User Content to the extent permitted under applicable law.

7.4The Company may, at its discretion and without prior notice, remove or restrict access to any User Content that it determines violates these Terms, applicable law, or the rights of a third party, or upon receiving a valid order from a court or government authority.

8.1You agree that the Company may collect, use, store, and process your personal data in accordance with our Privacy Policy, which forms an integral part of these Terms and is available on the Platform.

8.2In addition to any consent provided under the Privacy Policy, you consent to the Company sharing your personal data with its affiliates and third-party service providers on a need-to-know basis, for purposes including the provision of Services, payment processing, customer support, fraud prevention, analytics, and service improvement, in accordance with applicable law. The Company may also use aggregated or anonymised data for statistical and analytical purposes.

8.3Subject to applicable law, the Company may be required to disclose data relating to you to law enforcement agencies, government authorities, or courts in connection with civil or criminal proceedings, and you agree that the Company shall have the right to make such disclosures.

9.1All rights, title, and interest in and to the Services, including all intellectual property rights therein, are owned by or validly licensed to the Company, excluding any intellectual property independently owned by Service Partners or third parties. Subject to your compliance with these Terms, the Company grants you a limited, non-exclusive, non-transferable, revocable licence to access and use the Services solely for their intended purpose. All rights not expressly granted are reserved.

9.2Where you provide suggestions, feedback, or bug reports relating to the Services (“Feedback”), you agree that the Company may use, reproduce, and exploit such Feedback for any purpose without attribution, compensation, or restriction.

10.1The Platform may include or link to services, content, or information provided by third parties (“Third-Party Services”). The Company does not control, endorse, or assume responsibility for Third-Party Services, and your use of them is entirely at your own risk and subject to the applicable third party’s own terms and privacy policy.

11.1These Terms remain in effect until terminated in accordance with this Clause.

11.2The Company may restrict, suspend, or terminate your access to the Services immediately and at its discretion where (a) you breach these Terms, (b) you fail to meet applicable eligibility requirements, or (c) it is necessary for a legitimate business, legal, or regulatory reason, and, where feasible, the Company will provide reasonable notice and an opportunity to remedy the breach.

11.3You may terminate these Terms at any time by writing to the Company at the email address specified in Clause 16.

11.4Upon termination, your Account will expire and access to the Services will cease, except for provisions that by their nature are intended to survive termination, including those relating to intellectual property, limitation of liability, indemnity, and dispute resolution.

11.5Termination of these Terms shall not relieve you of any payment obligation that accrued prior to termination.

12.1You agree to indemnify, defend (at the Company’s option), and hold harmless the Company, its affiliates, and their respective officers, directors, employees, and agents from and against any claims, demands, losses, liabilities, damages, and expenses (including reasonable legal fees) arising out of or relating to (a) your access to or use of the Services or Pro Services, (b) your breach of these Terms, or (c) any unauthorised use of your Account.

Nothing in these Terms excludes or limits any warranty implied by law that cannot lawfully be excluded or limited.

15.1These Terms are governed by the laws of India. Subject to Clause 15.2, courts at Ghaziabad, Uttar Pradesh shall have exclusive jurisdiction over disputes arising out of or in connection with these Terms.

15.2Any dispute arising out of these Terms shall be resolved by arbitration seated in Ghaziabad, Uttar Pradesh, in accordance with the Arbitration and Conciliation Act, 1996, before a sole arbitrator appointed by the Company. The arbitration shall be conducted in English, and the proceedings shall be kept confidential except as required by law. The arbitral award shall be final and binding on the parties, and each party shall bear its own costs.

For any booking-related issue, you may first contact our in-app or chat support for real-time assistance. If you do not receive a satisfactory resolution, you may write to us at support@snel.in. If you remain dissatisfied, you may escalate the matter to our Grievance Officer, whose details are set out below, in accordance with the Information Technology Act, 2000 and the Consumer Protection Act, 2019 and the rules made thereunder:

Name

[Insert Grievance Officer's Name]

Designation

[Insert Designation]

Email

[Insert Grievance Email, e.g. grievance@snel.in]

Contact Number

[Insert Contact Number]

Availability

[Insert Days/Hours, e.g. Monday–Saturday, 10:00 a.m. – 6:00 p.m.]

We will endeavour to resolve your grievance within the timelines prescribed under applicable law.

This Clause 17 applies specifically to logistics and goods-transportation services booked through the Platform (“Logistics Services”) and is in addition to, and forms an integral part of, the General Terms set out elsewhere in these Terms. In the event of any inconsistency between this Clause 17 and the General Terms in respect of a Logistics Services booking, this Clause 17 shall prevail to the extent of such inconsistency.