1. Definitions

• Platform – The CareNest website, mobile app, and communication channels enabling booking of Services.
• Customer – Individual or organization booking the Services.
• Service Fee – Price payable for availed Services.
• Crew – Company employees or authorized contractors delivering Services.
• Booking – A confirmed order for Services at a Customer-designated location.
• Service Credits – Non-cash promotional credits issued under refunds or promotional offers.

2. Scope of Services

1. Services include residential and commercial cleaning and any other ancillary services updated from time to time.
2. Service specifications, scope, and exclusions are detailed on the Platform and within Booking confirmation.
3. The Company may engage trained and verified partners to deliver Services on its behalf.

3. Account Registration & Customer Responsibilities

• Customer must provide accurate personal and location details during registration/booking.
• Customer must ensure safe access, running water, electricity, ventilation, and security for the Crew.
• Customer is responsible for securing valuables and removing fragile items prior to Service.
• Misconduct or unsafe environment may result in crew withdrawal and full charge.

4. Booking Confirmation & Payments

• Bookings are subject to availability and are confirmed upon acceptance by the Company.
• Taxes and applicable charges will be disclosed before checkout.
• Service Fee shall be payable as per payment options on the Platform.

5. Cancellation, Rescheduling & Refunds

Governed strictly by the CareNest Cancellation & Refund Policy, incorporated herein by reference. Customer agrees to follow the timelines and charges as specified in that policy.

6. Service Standards, Inspection & Re-Service

• Services shall be performed with reasonable professional care and quality.
• Complaints must be raised within 24 hours of Service completion.
• Company will investigate claims and may offer one-time re-service where justified.
• Governed further by the CareNest Safety & Service Guarantee Policy.

7. Use of Property and Damage Responsibility

• Crew shall use Customer’s premises solely for performance of Services.
• The Company shall not be liable for:
  • a) pre-existing defects or deterioration
  • b) damages due to fragile/loose items not disclosed
  • c) indirect, incidental, special, punitive damages
• Liability, if proven, shall be limited to the Service Fee paid.

8. Service Credits (Points)

• Refunds under approved circumstances may be issued as CareNest Service Credits.
• Service Credits:
  • a) are valid for 12 months from issuance
  • b) are not transferable, not convertible to cash
  • c) can be used only for future Services
• For refunds to original payment method instead of credits, a ₹50 processing fee shall be deducted.

9. Photo Documentation Consent

1. Crew may capture limited before & after photos for:
   • a) quality audit
   • b) dispute resolution
   • c) safety compliance
2. Photos will not include identifiable persons unless consented.
3. Governed further by the Privacy Policy.

10. Platform Usage, Intellectual Property & Restrictions

• All logos, trademarks, content, and software belong exclusively to the Company.
• You shall not copy, modify, resell, reverse-engineer, or misuse the Platform.
• Reviews and feedback may be used by the Company for internal and promotional purposes.

11. Indemnity

The Customer agrees to indemnify and hold the Company harmless against any claims arising from misuse of the Services, breach of these Terms, or negligence, misrepresentation, or misconduct by the Customer.

12. Suspension or Termination

The Company may suspend or terminate access to the Platform if Customer abuses staff, services, or policies; provides wrongful information; engages in fraudulent bookings or claims; or fails to pay due fees. Existing liabilities and responsibilities shall survive termination.

13. Force Majeure

No liability for delays or failure to perform due to events beyond reasonable control (natural calamities, strikes, accidents, etc.).

14. Amendments

We may modify these Terms anytime. Updates will be posted on the Platform and become effective upon posting or as specified.

15. Governing Law & Jurisdiction

These Terms are governed by Indian law. Exclusive jurisdiction: Courts of Hyderabad, Telangana.

16. Contact