Terms and Conditions

1. Definitions and Interpretation

For the purposes of these Terms, the following terms shall have the meanings assigned to them:

• "Sakha Services" / "Company" / "We" / "Us" / "Our" refers to Sakha Services, a technology-enabled service aggregation platform operating in India, with its registered office at Near Nalanda Public School, Malerna Road, Ballabhgarh, Faridabad, Haryana — 121004.
• "Customer" / "User" / "You" / "Your" refers to any individual or entity who accesses, browses, registers on, or uses the Platform to book, request, or inquire about services.
• "Vendor" / "Service Partner" / "Service Provider" refers to independent third-party professionals, technicians, businesses, or individuals registered on the Platform who execute, perform, or deliver the requested services to the Customer.
• "Platform" refers to the Sakha Services mobile application, website, and any other digital or offline medium through which services are offered, booked, or managed.
• "Services" refers to the facilitation, aggregation, and arrangement of various third-party services listed on the Platform, including but not limited to home services, repairs, maintenance, cleaning, beauty, wellness, and other on-demand services.
• "Booking" / "Order" refers to a confirmed service request placed by the Customer through the Platform.
• "Commission" refers to the fee charged by Sakha Services to the Vendor for facilitating the connection between the Customer and the Vendor, and for providing the technology platform. This Commission is charged to the Vendor, not to the Customer.
• "Service Charges" refers to the fees payable by the Customer directly to the Vendor for the actual execution and delivery of the requested service.
• "Total Amount" refers to the aggregate of Service Charges and any applicable taxes (GST) as quoted by the Vendor and displayed on the Platform at the time of Booking.

2. Nature and Scope of Sakha Services

2.1. Sakha Services operates as a technology intermediary and service aggregation platform. We connect Customers seeking services with independent Vendors capable of providing such services.

2.2. The role of Sakha Services is strictly limited to:

• Providing a technology platform for discovering, comparing, and booking services;
• Facilitating communication and coordination between Customers and Vendors;
• Collecting a Commission from the Vendor for the use of our technology and marketplace services;
• Providing customer support for platform-related queries and dispute facilitation.

2.3. Sakha Services does not own, operate, or control the Vendors, their equipment, vehicles, tools, methods, or personnel. We do not supervise, direct, or oversee the actual performance of services by Vendors.

2.4. The contract for service delivery is strictly between the Customer and the Vendor. Sakha Services is not a party to this contract and assumes no liability for the quality, timeliness, completeness, or outcome of the services rendered by the Vendor.

3. Eligibility and Account Registration

3.1. By using the Platform, you represent and warrant that:

• You are at least 18 years of age and competent to enter into a legally binding contract under Indian law;
• You are a resident of India or legally permitted to avail services in India;
• The information you provide during registration is accurate, complete, current, and truthful;
• You will maintain and promptly update your account information to keep it accurate.

3.2. You are solely responsible for maintaining the confidentiality of your account credentials (username, password, OTP). Any activity occurring under your account shall be deemed to have been performed by you.

3.3. Sakha Services reserves the right to suspend, restrict, or terminate your account without notice if we suspect:

• False, misleading, or fraudulent information has been provided;
• Unauthorized access or suspicious activity;
• Violation of these Terms or applicable laws;
• Abuse, harassment, or threatening behavior towards Vendors or Sakha Services staff.

4. Service Booking and Acceptance

4.1. The Customer may browse available services on the Platform and place a Booking request by providing necessary details such as service type, address, preferred date/time, and any specific requirements.

4.2. A Booking is considered confirmed only upon:

• Assignment of a Vendor by Sakha Services or acceptance of the Booking by a Vendor;
• Receipt of a confirmation notification via the Platform, SMS, or email;
• Agreement on the Service Charges between the Customer and the Vendor, as facilitated through the Platform.

4.3. Sakha Services reserves the right to decline, cancel, or modify any Booking at our sole discretion, including but not limited to situations where:

• No Vendor is available in the requested location or time slot;
• The requested service falls outside our operational areas;
• The Customer has a history of cancellations, no-shows, or payment defaults to Vendors;
• The service request involves illegal, hazardous, or prohibited activities;
• Force majeure events or operational constraints prevent fulfillment.

4.4. Estimated arrival times, service durations, and completion timelines provided on the Platform are indicative only and not guaranteed. Actual times may vary due to traffic, weather, Vendor availability, service complexity, or other factors beyond our control.

5. Pricing, Payments, and Commission Structure

5.1. The Total Amount payable for a Booking consists of:

• Service Charges: The fee payable to the Vendor for performing the service. This is determined by the Vendor based on the service category, scope, complexity, material costs, and prevailing market rates. Service Charges are displayed as estimates on the Platform; final charges may vary based on actual work performed and shall be communicated by the Vendor before service commencement.
• GST and Applicable Taxes: Applicable taxes, if any, shall be charged in accordance with applicable laws. The Vendor shall be responsible for compliance with tax obligations applicable to the services provided by them.
• Additional Charges: Any material, parts, transportation, or special equipment costs incurred by the Vendor, which shall be communicated to the Customer and agreed upon before incurring such costs.

5.2. Commission: Sakha Services charges a Commission to the Vendor for facilitating the Booking and providing the technology platform. This Commission is an internal arrangement between Sakha Services and the Vendor and is not charged to or collected from the Customer.

5.3. All prices displayed on the Platform are in Indian Rupees (INR) and are subject to change without prior notice. Confirmed Bookings shall be honored at the price quoted by the Vendor at the time of confirmation.

5.4. Payment must be made directly to the Vendor through mutually acceptable methods, including but not limited to cash, UPI, credit/debit cards, net banking, or wallets. Sakha Services is not responsible for payment processing, payment failures, or disputes arising from direct payments between Customers and Vendors.

5.5. In cases where additional work, materials, or scope is required beyond the original Booking, the Vendor shall inform the Customer and obtain consent before proceeding. Additional charges must be paid directly to the Vendor before or at the time of service completion.

5.6. The Customer acknowledges that Sakha Services has no control over, and assumes no responsibility for, the pricing set by individual Vendors. Any pricing disputes must be resolved directly between the Customer and the Vendor.

6. Cancellation, Rescheduling, and Refund Policy

6.1. The Customer may cancel or reschedule a Booking by notifying the Vendor and Sakha Services through the Platform or customer support channels.

6.2. Cancellation by Customer:

• More than 24 hours before scheduled service: Customer should inform the Vendor directly. Any advance paid to the Vendor is subject to the Vendor's individual cancellation policy.
• Between 4 to 24 hours before scheduled service: Cancellation fees may apply as per the Vendor's policy. Sakha Services recommends confirming cancellation terms with the Vendor at the time of Booking.
• Less than 4 hours before scheduled service or after Vendor dispatch: The Vendor may charge a cancellation fee or the full Service Charges. Sakha Services is not liable for such charges.
• No-show by Customer: If the Customer is unavailable at the scheduled time/location, the Vendor may charge the full Service Charges or a no-show fee. The Customer shall be liable for such charges.

6.3. Cancellation by Vendor: If a Vendor cancels a confirmed Booking due to unforeseen circumstances, Sakha Services shall attempt to assign an alternative Vendor. If no alternative is available, the Customer is not liable for any Service Charges for the cancelled Booking.

6.4. Cancellation by Sakha Services: We reserve the right to cancel any Booking at any time due to operational constraints, Vendor unavailability, safety concerns, or violation of these Terms. In such cases, no Service Charges shall be payable by the Customer.

6.5. Refund Policy: Since Sakha Services does not collect payments from Customers:

• All refunds (if any) shall be processed directly by the Vendor to the Customer;
• Sakha Services is not responsible for delays, non-payment, or disputes regarding refunds;
• Any refund disputes must be resolved directly between the Customer and the Vendor;
• Sakha Services may, at its sole discretion, facilitate communication between the parties but assumes no financial liability for refunds.

6.6. No Refund Scenarios (by Vendor): Typically, no refund shall be granted by the Vendor for:

• Customer dissatisfaction with service quality where the service has been substantially completed;
• Change of mind after service commencement;
• Delays caused by the Customer (e.g., providing incorrect address, unavailable at location);
• Services availed and completed as per the Booking;
• Promotional or discounted Bookings explicitly marked as non-refundable by the Vendor.

7. Customer Responsibilities and Conduct

7.1. By placing a Booking, the Customer agrees to:

• Provide accurate, complete, and truthful information including name, address, contact details, and service requirements;
• Ensure safe and unobstructed access to the service location at the scheduled time;
• Inform Sakha Services or the Vendor of any hazardous conditions, pets, security restrictions, or special access requirements at the location;
• Be present at the service location or authorize a representative (above 18 years) to supervise the service;
• Pay the Service Charges and any additional charges directly to the Vendor promptly and in full;
• Treat Vendors with courtesy, respect, and professionalism;
• Not solicit Vendors for direct off-platform engagements to circumvent Sakha Services' Commission structure;
• Not use the Platform for any illegal, fraudulent, or unauthorized purpose.

7.2. The Customer shall not:

• Harass, abuse, threaten, or discriminate against any Vendor or Sakha Services representative;
• Request services that are illegal, dangerous, or violate any law;
• Provide false, misleading, or defamatory reviews or ratings;
• Interfere with or disrupt the Platform's operations or security;
• Reverse engineer, scrape, or extract data from the Platform.

7.3. Violation of Customer responsibilities may result in account suspension, permanent ban, legal action, and forfeiture of any pending Bookings.

8. Vendor Relationship and Independent Contractor Status

8.1. The Customer acknowledges and agrees that:

• Vendors are independent contractors and not employees, agents, partners, or representatives of Sakha Services;
• Vendors are solely responsible for their own tools, equipment, transportation, insurance, licenses, permits, and compliance with applicable laws;
• Sakha Services does not guarantee the Vendor's qualifications, skills, background, criminal record, or professional competence beyond reasonable verification efforts;
• The Vendor has the sole discretion to determine the method, manner, and means of performing the service, subject to the Customer's reasonable requirements;
• The Vendor independently sets their own Service Charges and payment terms.

8.2. Sakha Services may conduct basic verification of Vendors including identity verification, address verification, and professional license checks where applicable. However, we do not guarantee the completeness or accuracy of such verification and the Customer avails services at their own risk.

8.3. Verification of a Vendor by Sakha Services does not constitute a guarantee, certification, endorsement, or warranty regarding the Vendor's competence, conduct, quality of work, or future performance. Customers are advised to exercise their own judgment before availing any service.

8.4. The Customer is encouraged to exercise due diligence before allowing a Vendor into their premises or entrusting them with valuable items.

9. Limitation of Liability and Disclaimer of Warranties

9.1. The Platform and Services are provided on an "AS IS" and "AS AVAILABLE" basis without warranties of any kind, either express or implied, including but not limited to warranties of merchantability, fitness for a particular purpose, non-infringement, or accuracy.

9.2. Sakha Services does not warrant that:

• The Platform will be uninterrupted, timely, secure, or error-free;
• The results obtained from using the Platform will be accurate, reliable, or meet your expectations;
• Any defects or errors in the Platform will be corrected;
• The Vendors will be available, punctual, skilled, or satisfactory;
• The services performed by Vendors will meet any specific quality, safety, or outcome standards.

9.3. To the maximum extent permitted by applicable law, Sakha Services shall not be liable for:

• Any direct, indirect, incidental, special, consequential, or punitive damages;
• Loss of profits, revenue, data, business opportunities, or goodwill;
• Personal injury, property damage, theft, loss, or death arising from or related to the services performed by Vendors;
• Any act, omission, negligence, fraud, or misconduct by any Vendor;
• Any disputes between the Customer and Vendor regarding service quality, pricing, scope, payment, or outcomes;
• Any payment failures, fraud, or disputes arising from direct transactions between Customers and Vendors;
• Any unauthorized access to or alteration of your transmissions or data;
• Any third-party content, links, or services accessed through the Platform.

9.4. Sakha Services' total aggregate liability arising out of or relating to these Terms or your use of the Platform shall not exceed INR 500 (Indian Rupees Five Hundred Only), regardless of the nature of the claim or the amount of damages alleged.

9.5. The Customer expressly acknowledges that service outcomes depend on numerous factors outside Sakha Services' control, including but not limited to Vendor skill, material quality, site conditions, and Customer cooperation.

10. Indemnification

10.1. The Customer agrees to indemnify, defend, and hold harmless Sakha Services, its parent company, subsidiaries, affiliates, directors, officers, employees, agents, and licensors from and against any and all claims, damages, losses, liabilities, costs, and expenses (including reasonable legal fees) arising from or relating to:

• The Customer's use of the Platform or Services;
• The Customer's violation of these Terms or any applicable law;
• The Customer's violation of any third-party rights, including intellectual property or privacy rights;
• Any negligent, fraudulent, or willful misconduct by the Customer;
• Any dispute between the Customer and a Vendor, including payment disputes;
• Any damage caused by the Customer to a Vendor's equipment, tools, or personnel;
• Any injury or damage occurring at the Customer's premises during service delivery.

11. Reviews, Ratings, and User Content

11.1. The Platform may allow Customers to submit reviews, ratings, feedback, photos, or other content ("User Content") regarding Vendors and services.

11.2. By submitting User Content, you grant Sakha Services a perpetual, irrevocable, royalty-free, worldwide license to use, reproduce, modify, adapt, publish, translate, and distribute such content for any purpose.

11.3. You represent that your User Content is accurate, truthful, and does not violate any third-party rights or applicable laws.

11.4. Sakha Services reserves the right to remove, edit, or refuse to publish any User Content that we deem inappropriate, false, defamatory, offensive, or in violation of these Terms, without prior notice or liability.

11.5. Reviews and ratings reflect individual Customer experiences and opinions. They do not constitute Sakha Services' endorsement or guarantee of any Vendor's quality or reliability.

12. Intellectual Property

12.1. All content on the Platform, including but not limited to text, graphics, logos, icons, images, audio clips, software, and compilations, is the exclusive property of Sakha Services or its licensors and is protected by Indian and international copyright, trademark, and other intellectual property laws.

12.2. The Sakha Services name, logo, tagline, and brand elements are registered or unregistered trademarks of the Company. Unauthorized use is strictly prohibited.

12.3. Customers are granted a limited, non-exclusive, non-transferable, revocable license to access and use the Platform for personal, non-commercial purposes only.

12.4. Any unauthorized copying, distribution, modification, or creation of derivative works from Platform content is strictly prohibited and may result in legal action.

13. Data Privacy

13.1. Sakha Services collects, uses, stores, and processes Customer data in accordance with our Privacy Policy and applicable Indian laws, including the Information Technology Act, 2000 and the Digital Personal Data Protection Act, 2023.

13.2. By using the Platform, you consent to the collection and processing of your Personal Data as described in the Privacy Policy.

13.3. Customer data may be shared with Vendors to the extent necessary for service fulfillment (e.g., name, address, phone number, service requirements).

13.4. Sakha Services implements reasonable technical and organizational measures to protect Customer data. However, we cannot guarantee absolute security, and the Customer acknowledges the inherent risks of transmitting data over the internet.

14. Termination

14.1. Sakha Services may suspend, restrict, or terminate your access to the Platform at any time, with or without notice, for any reason, including but not limited to:

• Breach of these Terms;
• Fraudulent, abusive, or illegal activity;
• Non-payment to Vendors or payment disputes;
• Repeated cancellations or no-shows;
• At the request of law enforcement or government authorities;
• Discontinuation of the Platform or specific services.

14.2. Upon termination:

• Your right to access and use the Platform ceases immediately;
• Any pending Bookings may be cancelled at our discretion;
• Sections 8, 9, 10, 12, 15, 16, and 17 shall survive termination.

15. Dispute Resolution and Governing Law

15.1. These Terms shall be governed by and construed in accordance with the laws of the Republic of India.

15.2. Any dispute, controversy, or claim arising out of or relating to these Terms, the Platform, or the Services shall first be attempted to be resolved amicably through good-faith negotiations within 30 days of written notice.

15.3. If amicable resolution fails, the dispute shall be submitted to binding arbitration under the Arbitration and Conciliation Act, 1996. The arbitration shall be conducted by a sole arbitrator appointed by Sakha Services. The seat of arbitration shall be Faridabad, Haryana, India, and the proceedings shall be conducted in English or Hindi.

15.4. The arbitrator's decision shall be final and binding on both parties. The parties waive any right to appeal except as permitted under the Arbitration and Conciliation Act, 1996.

15.5. Subject to the arbitration clause above, the courts located in Faridabad, Haryana, India shall have exclusive jurisdiction over any disputes.

15.6. Class Action Waiver: To the extent permitted by law, both parties agree that any proceedings shall be conducted only on an individual basis and not as a class action, consolidated action, or representative action.

16. Force Majeure

16.1. Sakha Services shall not be liable for any failure or delay in performing its obligations under these Terms due to circumstances beyond its reasonable control, including but not limited to acts of God, natural disasters, earthquakes, floods, fires, epidemics, pandemics, war, terrorism, riots, civil unrest, government actions, strikes, internet failures, power outages, or labor disputes.

16.2. In the event of a force majeure occurrence, Sakha Services' obligations shall be suspended for the duration of such event, and the Customer shall not be entitled to any refund, compensation, or damages for such suspension.

17. Amendments

17.1. Sakha Services reserves the right to modify, update, or replace these Terms at any time at its sole discretion without prior notice.

17.2. Material changes will be communicated to Customers via Platform notification, email, or SMS at least 7 days before becoming effective.

17.3. Continued use of the Platform after any changes constitutes unconditional acceptance of the revised Terms.

17.4. It is the Customer's responsibility to review these Terms periodically. The "Last Updated" date at the top of this document indicates when changes were last made.

18. Severability and Waiver

18.1. If any provision of these Terms is found to be invalid, illegal, or unenforceable by a court or arbitral tribunal of competent jurisdiction, such provision shall be modified to the minimum extent necessary to make it valid and enforceable, and the remaining provisions shall continue in full force and effect.

18.2. No waiver of any provision of these Terms shall be effective unless in writing and signed by Sakha Services. No failure or delay by Sakha Services in exercising any right shall operate as a waiver thereof.

19. Entire Agreement

19.1. These Terms, together with the Privacy Policy, Cancellation and Refund Policy, and any other policies referenced herein, constitute the entire agreement between the Customer and Sakha Services regarding the Platform and Services and supersede all prior agreements, understandings, negotiations, or representations, whether written or oral.

19.2. The Customer acknowledges that they are not relying on any representation, warranty, or statement not expressly set forth in these Terms.

20. Assignment

20.1. The Customer may not assign, transfer, or subcontract any rights or obligations under these Terms without the prior written consent of Sakha Services.

20.2. Sakha Services may assign or transfer its rights and obligations under these Terms to any affiliate, successor, or third party without restriction or notice.

21. Contact and Grievance Redressal