Terms of Service

1. Acceptance of terms

These Terms of Service ("Terms") constitute a legally binding agreement between you and Zyxee Private Limited ("Company," "we," "us") governing your access to and use of the ZYXA platform. By creating an account, accessing the app, or using any ZYXA services, you acknowledge that you have read, understood, and agree to be bound by these Terms, our Privacy Policy, and our Refund & Cancellation Policy.

If you do not agree to these Terms, you must not use the Platform.

2. About the Platform

ZYXA is a peer-to-peer (P2P) service marketplace — a technology platform that connects consumers seeking home services with independent service providers who offer their skills. The Platform operates as a reverse marketplace: consumers post service needs, and providers respond with quotes at prices they set independently.

3. Eligibility

You must be at least 18 years of age to create an account or use the Platform. By registering, you represent and warrant that: (a) you are at least 18 years old; (b) you are legally competent to enter into a binding agreement under Indian law; (c) you are not prohibited from using the Platform under any applicable law; and (d) all information you provide during registration is accurate, current, and complete.

4. User accounts

• You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account
• You must provide accurate, current, and complete information during registration and keep it updated
• One individual may maintain one consumer account and one provider account using a dual-role profile
• Account sharing, transfer, or sale is strictly prohibited
• You must notify us immediately of any unauthorized use of your account
• We reserve the right to suspend or terminate accounts that violate these Terms, provide false information, or engage in fraudulent activity

5. Platform role and intermediary status

The Company operates as an intermediary within the meaning of Section 2(1)(w) of the Information Technology Act, 2000, and as an e-commerce entity under the Consumer Protection (E-Commerce) Rules, 2020. As such:

• We provide a technology platform that facilitates connections between consumers and providers
• We do not own, sell, or provide any services listed on the Platform
• The contractual relationship for service delivery exists directly between the consumer and the provider
• We do not guarantee the availability, quality, safety, or legality of any service or provider
• We are not liable for any acts, omissions, negligence, or misconduct of any provider or consumer

6. For buyers (consumers)

• You may post service needs (categorized as Urgent or Scheduled) through the Platform using text, voice, or images
• You may compare multiple quotes from verified providers, review ratings, work photos, and completed job history
• You may counter-offer on provider quotes before accepting
• By confirming a booking, you agree to pay the ZYXA Assurance Fee at checkout — a small platform fee (10% of the provider's quote, GST-inclusive, capped at ₹99) collected via Razorpay or Cashfree
• The provider's service fee is agreed between you and the provider and is paid directly to the provider after job completion — by UPI, QR scan, or other agreed method
• You are responsible for providing accurate service location, being available at the scheduled time, and providing reasonable working conditions for the provider
• You agree to rate the provider honestly after service completion

7. For service providers

• Providers must complete Aadhaar-based identity verification before accepting any jobs on the Platform
• Providers independently set their own prices for each service need they respond to
• Providers receive 100% of their quoted amount directly from the buyer after job completion — ZYXA does not collect or deduct from provider earnings
• ZYXA does not charge providers a commission, subscription fee, listing fee, or any deduction from their earnings
• Providers are independent contractors, not employees, agents, or representatives of Zyxee Private Limited
• Providers are responsible for: holding any licences or permits required for their trade, maintaining appropriate insurance, complying with applicable tax obligations (including GST registration if turnover exceeds thresholds), and providing services with reasonable skill and care
• Repeated cancellations, no-shows, or policy violations may result in wallet penalties, suspension, or permanent removal from the Platform

8. Booking lifecycle

A typical booking on ZYXA follows this lifecycle:

1. Need posted: Buyer describes the service requirement by text or voice
2. Quotes received: Nearby providers respond with price and availability
3. Quote accepted: Buyer selects a provider and accepts a quote
4. Assurance Fee paid: Buyer pays the ZYXA Assurance Fee via Razorpay or Cashfree
5. Service delivery: Provider performs the service at the agreed time and location
6. Work documented: Provider records arrival, documents completion with photos and voice notes
7. Completion confirmed: Buyer confirms via OTP; job marked complete
8. Provider paid directly: Buyer pays the provider's service fee directly (UPI / QR / cash)
9. Rating: Both parties rate each other

9. ZYXA Assurance Fee

The ZYXA Assurance Fee is the only amount collected by ZYXA:

• Standard bookings: 10% of the provider's quoted amount, GST-inclusive, with a maximum cap of ₹99
• Site visit bookings: Flat ₹50
• GST is included within the Assurance Fee — it is not added on top
• The fee is displayed transparently before booking confirmation
• No additional charges are applied by ZYXA at any stage after checkout

10. Payments — P2P architecture

ZYXA operates a peer-to-peer payment model. This is materially different from a traditional marketplace that collects and disburses all funds:

The provider's service fee is settled directly between buyer and provider after job completion — via UPI, QR scan, GPay, PhonePe, or cash. ZYXA does not intermediate, hold, or release the provider's service fee. A GST-compliant invoice for the Assurance Fee is generated for every transaction.

11. Cancellations and refunds

Cancellation and refund terms are fully governed by our Refund & Cancellation Policy. Key points for reference:

• Buyer cancellations: Full refund of Assurance Fee if cancelled 3+ hours before the scheduled slot; no refund if under 3 hours or if provider is already on the way
• Urgent orders: Non-refundable after payment confirmation
• Provider cancellations: Full refund of Assurance Fee to buyer, plus ZYXA Assurance Credit equal to the Assurance Fee; provider incurs a penalty equal to the Assurance Fee
• Non-cancellable statuses (work started, in progress, completed) require the in-app dispute flow

12. Ratings and reviews

• Both consumers and providers may rate each other after every completed transaction
• Only completed, paid transactions generate reviews — preventing fake or unverified ratings
• Reviews must be honest, factual, and relate to the actual service experience
• The Company reserves the right to remove reviews that contain abusive language, personal threats, discriminatory content, spam, or content unrelated to the service
• Ratings form part of the provider's public profile and are portable — they belong to the provider, not the Platform

13. Provider verification

Providers undergo Aadhaar-based identity verification via Cashfree Secure ID, which includes OCR, liveness detection, face match, and bank KYC. Verified providers receive a "Verified" badge visible to consumers. Verification confirms identity only — it does not constitute an endorsement, background check, or guarantee of skill level by the Company.

14. Prohibited conduct

Users must not:

• Misrepresent their identity, qualifications, or service capabilities
• Harass, threaten, abuse, or discriminate against other users
• Fraudulently decline to pay the Assurance Fee after using the Platform to arrange a booking
• Post false, misleading, or defamatory reviews
• Use the Platform for any unlawful purpose or to facilitate illegal activity
• Attempt to reverse-engineer, decompile, scrape, or otherwise misuse the Platform's software or data
• Create multiple accounts to evade suspension or policy enforcement
• Solicit personal contact information from users for purposes outside the Platform

15. Intellectual property

All intellectual property in the Platform — including the ZYXA brand name, logo, icon, design system, software, algorithms, and documentation — is the exclusive property of Zyxee Private Limited. No licence or right is granted to you other than a limited, non-exclusive, revocable right to use the Platform for its intended purpose.

16. User-generated content

You retain ownership of content you create on the Platform (reviews, photos, need descriptions, profile information). By posting content, you grant the Company a worldwide, non-exclusive, royalty-free, sublicensable licence to use, display, reproduce, and distribute such content on the Platform and in marketing materials. You represent that you have the right to grant this licence and that your content does not infringe any third-party rights.

17. Dispute resolution

Disputes between consumers and providers should first be reported through the in-app dispute flow within 24 hours of service completion. The Company will mediate disputes in good faith but is not a party to the service contract between consumer and provider, and its mediation decisions are not binding unless both parties agree.

If a dispute cannot be resolved through mediation, it shall be referred to arbitration under the Arbitration and Conciliation Act, 1996, conducted by a sole arbitrator in Bengaluru. The language of arbitration shall be English. This arbitration clause does not restrict your rights under the Consumer Protection Act, 2019 to approach the appropriate Consumer Disputes Redressal Commission.

18. Limitation of liability

The Platform is provided on an "as is" and "as available" basis. To the maximum extent permitted by applicable law:

• The Company makes no warranties regarding the quality, safety, timeliness, or legality of services provided by independent providers
• The Company is not liable for any indirect, incidental, consequential, or punitive damages arising from your use of the Platform
• The Company's total aggregate liability in any matter arising from or relating to these Terms is limited to the ZYXA Assurance Fee collected on the specific transaction in question

19. Indemnification

You agree to indemnify, defend, and hold harmless Zyxee Private Limited, its directors, officers, employees, and agents from and against any claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising from: (a) your use of the Platform; (b) your violation of these Terms; (c) your violation of any applicable law or third-party rights; or (d) any service you provide or receive through the Platform.

20. Suspension and termination

We may suspend or terminate your access to the Platform, with or without notice, if we reasonably believe you have violated these Terms, engaged in fraudulent activity, or posed a risk to other users. Upon termination, your right to use the Platform ceases immediately. Provisions regarding intellectual property, limitation of liability, indemnification, and governing law survive termination.

21. Force majeure

The Company shall not be liable for any delay or failure to perform obligations under these Terms due to events beyond our reasonable control, including but not limited to natural disasters, pandemics, government actions, internet disruptions, or utility failures.

22. Governing law and jurisdiction

These Terms are governed by and construed in accordance with the laws of India. Subject to the arbitration clause in Section 17 and the consumer protection savings, courts in Bengaluru, Karnataka shall have exclusive jurisdiction over any disputes arising from these Terms.

23. Contact

For questions about these Terms:

Zyxee Private Limited
Email: support@zyxa.in
Phone: +91 82966 33031
Registered Office: No-558, 2nd Floor, 2nd Stage, Kanakashree Layout, Bagalur, Bengaluru, Karnataka 562149, India