Section 1 – Payment Terms: The agency will handle all payment transactions between clients and house helpers and will take a percentage of the payment as a commission for its services. The payment will be made monthly through cash, UPI, or Bank transfer by the 28th of each month or two days prior to the month end, whichever is earlier. One-day grace shall be available to make the payment .Any delay in payment will attract a penalty of Rs. 500 followed by Rs. 100 per day, if the payment is received later than three days from the original payment due date. Clients will receive an on-demand invoice for the payments made by them. Please contact your Service Manager for the on-demand invoice. While making a UPI payment, it is advisable for the clients to mention their name and customer ID in the UPI description. This will reduce the number of follow-ups and smooth reconciliation at the agency’s end.

Section 2 – Duration of the Service: Service Duration depends on the Service Plan opted by the client. If the client wishes to terminate the service, an appropriate notice or compensation in lieu of notice shall be provided to the service provider as per Section 6 – Termination of Service.

Section 3 – Duties of the House Help: Services to be provided to the client will depend on the client’s Service Plan. Any overtime requests and rescheduling of the services will be as per sections 14 and 4 of the terms & conditions, respectively. The client is free to expand the scope and duration of the Service Plan at any point in time. Please consult your Service Manager for the new pricing if the client wishes to expand the scope and duration of the Service Plan.

Section 4 – Schedule of the Service: The agency agrees to provide professional services in a timely and efficient manner as mentioned in the Service Plan opted for by the client. Any changes to the existing schedule should be agreed upon by both parties in advance. At the same time, the client agrees to provide one hour buffer in the agreed Schedule of the Service. Any rescheduling of services after the initial agreement shall attract a service charge of Rs. 500 per change.

Section 5 – Liability & Insurance: The agency shall not be held responsible and liable for any accidents or injuries that may occur to the house helpers on the job. The client’s sole duty is to ensure proper medical facilities are provided to the house helpers in case of accidents. The agency will also not be held liable for any damages caused by the house helper to the client’s property. The house helper will be personally responsible for any kind of damage caused to the client or their property.

Section 6 – Termination of Service: The client agrees to give 30 days’ notice before terminating the Service Agreement. In case of a notice of fewer than 30 days, the customer will be liable to pay the full one-month service charges to the agency through the mode of payment mentioned in Section 1 – Payment Terms. Any delay in payment from the agreed original due date will attract the penalty as mentioned in the Payment Terms. Both parties also agree that any violation of these terms & conditions may result in the termination of the service. The agency reserves the right to terminate the service if the client violates these terms or any additional terms agreed upon and outlined in a separate agreement. No compensation shall be payable to the client if a service agreement is prematurely cancelled by the agency.

Section 7 – Working Conditions: The client agrees to provide the house helper with a safe, friendly, and healthy working environment. The agency reserves the right to terminate the service without any advance notice if the client fails to provide a safe, healthy, and friendly working environment resulting in a violation of the terms of the agreement.

Section 8 – Replacement: The agency reserves the right to replace the house helpers without prior notice to the client. On the other hand, the client can any time request the Service Manager to replace the house helpers with a restriction of a maximum of 2 house helpers per quarter. However, the client will have to provide a genuine reason and a notice of seven working days to the agency to find a suitable replacement to ensure the quality and timeliness of the services. The agency reserves the right to decline the replacement request if the client fails to provide sufficient evidence and reason for the replacement.

Section 9 – Employment Outside the Agency: The client agrees to not employ or hire a house helper who has worked for the client or the agency at any time. If the client does so, a fine of Rs. 50,000 shall be payable to the agency by the client as per the Payment Terms mentioned in Section 1 along with the applicable fines for delayed payment. Strict legal action will be taken against the client for violating this clause.

Section 10 – Leave Policy: The client agrees to provide a total of 15 paid holidays per annum accrued monthly at the rate of 1.25 holidays per month. However, all the leaves taken in excess of one day shall be approved only after prior agreement with the client. If a house helper takes more than the accrued number of leaves or does not obtain pre-approval from the client and the agency fails to provide a temporary replacement, then the client shall be liable to be reimbursed by the agency for the number of days no service was provided to the client.

Section 11 – Confidentiality: The agency and the client agree to maintain complete confidentiality about the terms agreed, pricing, and personal details of each other. Any violation of confidentiality either by the agency or the client will attract a fine of Rs. 10,000 to be paid to the party who is adversely impacted by the violation. It is crucial to note that this does not include any violation on part of the house helpers. The agency agrees to provide adequate training and guidance to the house helpers to maintain the confidentiality of the client’s information received by them during the course of services provided to the client.

Section 12 – Monitoring, Reporting & Feedback: The client is expected to always monitor the house helpers while they are providing services at the client’s premises without compromising on the working conditions as mentioned in Section 7 – Working Conditions. Any failure on the client’s part will make the agency not liable for any inefficiencies observed in the quality of the services.

The client agrees to provide weekly feedback to the Service Manager during the first month of the service to the Service Manager. After completion of the first month, monthly feedback shall be provided to the Service Manager. The client also agrees to report all issues related to behaviour including absenteeism or any sort of damage caused by the house helpers within 48 hours to ensure timely resolution by the agency. The agency agrees to resolve the problems with the behaviour or quality of services within three working days. The client agrees to provide five working days to the house helpers to improve their behaviour or the quality of services provided.

Section 13 – Background Verification Check: The agency agrees to conduct thorough background checks on all house helpers including obtaining a copy of the Adhaar card issued by the Government of India, verification of references provided by the house helpers, and police verification to ensure their suitability for the job. The client shall not be liable to incur any expenses towards the Background Verification Check of the house helpers.

Section 14 – Overtime Policy: The client can request overtime at any point in time during the duration of the Service Plan with prior notice of three days to the agency to make necessary logistics arrangements. The client will be liable to pay 2x of the actual charges as per the Service Plan and the schedule of charges for the overtime or extra work demanded during the duration of the Service Plan. Please contact your Service Manager to know the schedule of charges.

Section 15 – One-Month Guarantee Scheme: The agency offers a ‘One- Month Guarantee Scheme’ to all new clients, wherein you can raise your concern against the house helper within a month. Here are the guidelines to avail benefits of the scheme:

a. Client is expected to provide timely feedback to the agency on the concerns noted. The agency will seek weekly feedback from the client during the first month, however, the client has the option to provide feedback directly to the Service Manager before it is due (weekly)
b. After receiving each complaint, the agency will investigate the concern and root cause of it. If three genuine complaints are received from the client, the agency is liable to pay 50% of the service charges to the client to date. The agency expects clients to provide a 4-day minimum gap between each complaint to provide sufficient time for the agency to make relevant improvements/adjustments
c. The agency will provide a resolution to the complaints in 48 hours
d. If a client has two complaints by the end of the month, then those two complaints will be carried forward to the next month. On receipt of the third complaint in the second month, the agency is liable to pay 50% of the service charges for the second month to date
d. The client has the option to ask for a replacement after the third complaint
e. After two house helpers are replaced, no discount on hiring a third house helper

Section 16 – Laws & Regulations: The client and service provider agree to comply with all applicable laws and regulations prescribed by the Government of India. The client and service provider also agree to resolve disputes through mediation or arbitration before seeking legal action. The client and service provider agree to any additional terms and conditions that may be outlined in a separate agreement. This agreement will be binding on both the parties and their respective successors and assigns. Please note all legal and court proceedings will be subject to Udaipur Jurisdiction only.

Section 17 – Pricing: The price of each plan will be calculated using the Buddy Calculator and Schedule of Charges pre-determined by the service provider. The house helper will visit the premises to be serviced to determine the scope of work. The client agrees to provide the agency with a clear and detailed description of their household needs and responsibilities for the house helper. The price mentioned in the agreement will be final and no discount shall be provided over and above the agreed discount. The agency reserves the right to increase or decrease the pricing at any point during the duration of the service without any prior intimation to the client.

Section 18 – Accident, Injury, and Damage: The agency shall not be held responsible and liable for any accidents or injuries that may occur to the house helpers on the job. The client’s sole duty is to ensure proper medical facilities are provided to the house helpers in case of accidents. The agency will also not be held liable for any damages caused by the house helper to the client’s property. The house helper will be personally responsible for any kind of damage caused to the client or their property.