Terms and Conditions

These Terms and Conditions ("Terms") form a binding agreement between you and paiti Services ("paiti", "we", "us", or "our") for use of the paiti customer app, paiti Provider app, website, support channels, and related services (together, the "Platform"). They apply to customers, service providers, drivers, accommodation partners, and all other users. By creating an account, accepting these Terms in an app, or using the Platform, you agree to them and to our Privacy Policy.

1. Eligibility and Acceptance

• You must be at least 18 years old and legally capable of entering a binding agreement.
• You must provide accurate, current, and complete information and keep it updated.
• If you use the Platform for a business, you confirm that you are authorised to bind that business.
• Additional terms displayed for a particular service, provider, offer, subscription, fare, cancellation policy, or promotion form part of these Terms.

2. What paiti Does

paiti provides a technology marketplace through which customers can discover and request services from independent providers. Unless a listing expressly states otherwise, the provider, not paiti, supplies the underlying home service, transport, accommodation, event, delivery, professional, or other service. A booking creates an agreement between the customer and provider for that service, while paiti remains responsible for operating the Platform and any obligations the law specifically places on paiti.

paiti may facilitate discovery, verification, communication, scheduling, platform-fee collection, refunds of eligible fees paid to paiti, support, and dispute assistance. The customer and provider independently discuss and agree on the actual service price. We do not guarantee that a provider or customer will accept a request, that a service will always be available, or that a provider will receive any minimum number of bookings or earnings.

3. Accounts and Security

• Maintain one genuine account for each permitted role unless paiti approves otherwise.
• Keep passwords, OTPs, devices, and login methods confidential. You are responsible for activity under your account unless caused by paiti's failure to use reasonable security.
• Notify support@paiti.in promptly of suspected unauthorised access.
• We may require identity, phone, email, business, license, or other verification before enabling features. paiti does not require provider bank details for service payouts because customers pay providers directly.
• You may stop using the Platform and request account deletion as described in the Privacy Policy.

4. Customer Rights and Responsibilities

Customers have the right to clear material information shown on the Platform, transparent charges before confirming a booking, respectful treatment, support for Platform-related issues, and remedies available under applicable consumer law.

Customers agree to:

• Provide correct service details, addresses, access instructions, passenger or guest information, and relevant safety information.
• Be present or arrange authorised access at the agreed time and provide a lawful, reasonably safe working environment.
• Treat providers respectfully and not discriminate, threaten, harass, or abuse them.
• Review the provider's scope, price, materials, qualifications, and service-specific terms before work begins.
• Pay all agreed service charges, taxes, waiting fees, material costs, damage charges, cancellation fees, and Platform fees that were disclosed or validly incurred.
• Inspect completed work where reasonably possible and promptly report genuine concerns with supporting information.

5. Provider Rights and Responsibilities

Providers have the right to choose whether to apply, list available services, accept or reject requests subject to accepted-booking obligations, discuss and agree their service price directly with customers, receive direct payment from customers, access relevant booking information, and be treated respectfully.

Providers agree to:

• Provide truthful identity, business, qualification, license, vehicle, property, service-area, availability, and other information required for the applicable service.
• Hold and maintain every registration, permit, insurance, certification, fitness approval, and legal authorisation required for the service.
• Provide services personally or through properly disclosed and qualified personnel, using safe tools, vehicles, materials, and methods.
• Honour accepted bookings, arrive on time, communicate delays, perform with reasonable skill and care, and leave the site reasonably clean and safe.
• Give the customer a clear estimate and obtain approval before additional work, price changes, replacement parts, materials, or charges.
• Protect customer data and use it only to fulfil the relevant booking. Providers must not retain, disclose, market to, or misuse customer contact or location data.
• Issue invoices or receipts and handle warranties, rework, permits, taxes, and statutory obligations where applicable.
• Never employ child labour, provide an illegal or unsafe service, falsify completion, manipulate bookings or ratings, or collect payment for work not performed.

6. Independent Provider Relationship

Providers use the Platform as independent businesses or professionals, not as paiti employees, agents, franchisees, or legal partners. Providers control how they perform services, subject to law, customer agreements, safety requirements, and Platform standards. They provide their own personnel, tools, transport, equipment, licenses, insurance, and tax compliance. Nothing prevents a competent authority from determining the legal relationship differently under mandatory law.

7. Provider Review and Verification

paiti may review documents, profiles, complaints, licences, and other information, but a "verified" badge only means that specified checks were completed at a particular time. It is not a guarantee of identity, skill, legality, safety, availability, service quality, or future conduct. Users should exercise reasonable judgment and follow safety guidance.

8. Bookings and Service Contracts

• A request is not confirmed until the Platform shows confirmation or the provider accepts it.
• The listing, accepted quote, booking confirmation, and applicable service-specific terms define the service contract between customer and provider.
• Changes to scope, time, route, guests, materials, or price should be recorded in the Platform where available or otherwise clearly agreed by both parties.
• Users must not falsely mark a service started, completed, cancelled, paid, redeemed, or refunded.
• For urgent danger, crime, fire, medical emergency, or road accident, contact the appropriate emergency authority first; paiti is not an emergency service.

9. Service Price and Platform Fees

The customer and provider discuss and agree directly on the price for the actual service, labour, fare, materials, waiting time, additional work, or other service-related charges. paiti does not decide, collect, settle, or keep a commission from that direct service payment. Because the final service price may be agreed outside the Platform, paiti may not know or store the amount paid by the customer to the provider.

paiti may separately charge customers a disclosed booking, convenience, or platform fee and may charge providers a disclosed subscription or platform fee. These fees support access to and operation of the Platform. The amount and applicable taxes are shown before payment. Each user remains responsible for taxes and legal obligations arising from amounts they directly receive or pay for the underlying service.

10. Payments

• Customers pay the provider directly for the actual service through a payment method mutually agreed by the customer and provider.
• paiti only processes platform fees, booking fees, convenience fees, or provider subscription fees that are expressly shown as payable to paiti. Online fee payments are processed by third-party payment providers, whose terms may also apply.
• You authorise paiti and its payment provider to charge the disclosed fee payable to paiti.
• paiti does not collect the service payment on behalf of a provider, does not hold provider earnings, and does not make service payouts to providers.
• Users must not initiate a dishonest chargeback or demand a duplicate refund. Genuine unauthorised or incorrect platform charges should be reported promptly.

11. Cancellations, No-Shows, Refunds, and Rework

Refunds by paiti apply only to platform, booking, convenience, or subscription fees paid to paiti. Any refund of a service amount paid directly to a provider must be resolved between the customer and provider, although paiti may assist with communication and dispute support.

• If a provider cancels, does not attend, or cannot fulfil a confirmed booking, the customer may request a refund of the eligible platform or booking fee paid to paiti.
• If paiti cancels a booking or a Platform problem prevents the booking from being provided, paiti will refund the eligible fee paid to paiti for that booking.
• If a customer cancels, refund eligibility for the fee paid to paiti will follow the cancellation terms shown before booking. paiti may still provide a refund where required by law or where support determines that the circumstances justify it.
• Approved refunds are sent to the original payment method or another lawful method. Payment-network processing times are outside paiti's control.
• The provider is primarily responsible for service quality, warranty, and rework, but paiti may review evidence and facilitate a fair resolution.
• Nothing in this section limits non-waivable rights under consumer law.

12. Ratings, Reviews, and User Content

You retain ownership of content you submit, but grant paiti a worldwide, non-exclusive, royalty-free licence to host, store, reproduce, adapt, publish, display, and use it to operate, promote, secure, and improve the Platform. You confirm you have the necessary rights and that content is accurate, relevant, and lawful.

Reviews must reflect a genuine experience. paiti may moderate or remove content that is fake, manipulated, abusive, discriminatory, defamatory, irrelevant, illegal, privacy-invasive, infringing, or unsafe. We may preserve content and account records for investigations even if public display is removed.

13. Safety and Prohibited Conduct

You must not:

• Use the Platform for fraud, crime, exploitation, trafficking, harassment, discrimination, weapons, controlled substances, sexual services, or any unlawful purpose.
• Threaten, stalk, assault, abuse, intimidate, or endanger another person or damage property.
• Share another person's personal data without authority or misuse booking data for unsolicited marketing.
• Upload malware, scrape data, reverse engineer protected systems, evade security, overload the Platform, or access another account.
• Impersonate another person, submit false documents, create deceptive listings, manipulate location or pricing, collude, or interfere with ratings and reviews.
• Bypass Platform fees or safeguards by moving a Platform-originated booking off-platform where a displayed service rule or provider agreement prohibits it.
• Use paiti branding, uniforms, IDs, or statements in a way that falsely suggests employment, agency, endorsement, or authority.

14. Intellectual Property

The Platform, software, design, databases, logos, trademarks, and paiti-created content belong to paiti or its licensors. Subject to these Terms, paiti grants you a limited, personal, revocable, non-transferable licence to use the Platform for its intended purpose. No other rights are granted.

15. Suspension and Account Closure

paiti may restrict, suspend, investigate, or close an account or listing for breach of these Terms, safety risk, fraud, unlawful conduct, repeated complaints or cancellations, failed verification, payment default, regulatory request, or risk to users or the Platform. Where appropriate and lawful, we will provide notice and an opportunity to respond. Serious or urgent safety and fraud cases may require immediate action.

Closure does not cancel outstanding payments, refunds, taxes, disputes, warranties, or obligations that by nature should survive. Users may appeal an action by contacting support.

16. Third-Party Services and Communications

The Platform may contain links or integrations for payment, maps, sign-in, calls, WhatsApp, hotels, transport, or other third-party services. paiti is not responsible for an independent third party's content, availability, security, or separate transaction, except to the extent required by law.

17. Disclaimers

To the maximum extent permitted by law, the Platform is provided on an "as available" basis. paiti does not promise uninterrupted operation, error-free data, continuous availability, a particular provider, a minimum number of bookings, earnings, or a particular outcome. Providers are responsible for the services they supply. These disclaimers do not exclude warranties, duties, or remedies that cannot lawfully be excluded.

18. Liability and Indemnity

Each party remains responsible for loss caused by its own breach, negligence, fraud, wilful misconduct, or violation of law. To the maximum extent permitted by law, paiti is not liable for indirect, incidental, special, punitive, or consequential loss, lost profit, lost opportunity, or loss caused by an independent provider or customer. Any limitation will not apply where liability cannot legally be limited, including applicable consumer rights.

Providers agree to defend, indemnify, and hold paiti harmless from third-party claims, losses, penalties, and reasonable costs arising from the provider's service, personnel, taxes, permits, negligence, misconduct, infringement, or breach of these Terms, except to the extent caused by paiti.

19. Complaints and Disputes

Customers and providers should first use the Platform or contact support with the booking ID, issue description, and relevant evidence. paiti may facilitate communication and propose a resolution but is not required to decide every underlying service dispute. Nothing prevents a consumer from using remedies available under consumer-protection law.

These Terms are governed by the laws of India. Subject to mandatory consumer jurisdiction and other applicable law, courts with jurisdiction over Semiliguda/Koraput, Odisha will have jurisdiction over disputes involving paiti.

20. Changes and General Terms

We may update these Terms for legal, safety, operational, or product reasons. We will post the revised Terms with a new effective date and provide additional notice where required. Material changes apply prospectively. If you do not agree, stop using the Platform and close your account.

If part of these Terms is unenforceable, the remaining parts continue. A delay in enforcement is not a waiver. You may not transfer your account or agreement without consent. paiti may transfer its rights and obligations as part of a lawful business reorganisation or transfer. These Terms, the Privacy Policy, and applicable booking or plan terms are the complete agreement for the relevant subject.

21. Contact and Grievance Redressal

paiti Services
Near Block Office, Semiliguda, Koraput, Odisha 764036, India
Email: support@paiti.in

Include your registered contact details, booking or transaction ID, and a clear description of the issue. We will address grievances within the period required by applicable law.