Terms & Conditions

1. General Terms

Welcome to Dorcas ("we", "our", "us") — a home services platform connecting customers with verified local service vendors. By accessing or using our website, mobile application, or any related services, you agree to be bound by these Terms and Conditions.

These terms apply to all users of the platform including customers, vendors/service providers, and administrators. Please read them carefully before using Dorcas.

2. Acceptance of Terms

By creating an account or using any part of the Dorcas platform, you confirm that:

• You are at least 18 years of age or have parental consent.
• You have read, understood, and agreed to these Terms & Conditions.
• You agree to our Privacy Policy and Cookie Policy.
• The information you provide during registration is accurate and up to date.
• You will not use the platform for any unlawful or fraudulent purpose.

Dorcas reserves the right to update these terms at any time. Continued use after updates constitutes acceptance of the revised terms.

3. Privacy & Data

We collect and process personal data to provide, improve, and secure the Dorcas platform. By using our services, you consent to data collection as described in our Privacy Policy.

Data We Collect

• Name, phone number, email address, and location during registration.
• Booking history, service preferences, and communication records.
• KYC documents for vendors (Aadhaar, PAN, or equivalent government ID).
• Payment and transaction data processed through secure gateways.
• Device info, IP address, and usage analytics for platform security.

4. Payments & Refunds

All payments on Dorcas are processed through secure, PCI-compliant payment gateways (CCAvenue / Razorpay). By making a payment you agree to the following:

• Service charges are displayed clearly before booking confirmation.
• Refunds for cancellations made 24+ hours before the service date will be processed within 5–7 business days.
• Cancellations made within 2 hours of the scheduled service may not be eligible for a refund.
• Vendor commission dues must be paid within the specified due date to continue receiving new job requests.
• Vendors with 2 or more unpaid dues may have their job request access suspended automatically.

5. Limitation of Liability

Dorcas is a marketplace platform that connects customers with independent service vendors. We are not directly liable for the quality, safety, or outcomes of any service rendered by vendors.

• Dorcas is not responsible for damages arising from vendor negligence or misconduct.
• We do not guarantee continuous, uninterrupted access to the platform at all times.
• Disputes between customers and vendors will be reviewed by our support team in good faith.
• All vendors undergo KYC verification to ensure accountability and trust.

6. Account Termination

Dorcas reserves the right to suspend or permanently terminate any account without prior notice for the following reasons:

• Fraudulent, misleading, or deceptive activity on the platform.
• Submitting false KYC documents or impersonating another individual.
• Abusive, threatening, or inappropriate behaviour toward customers, vendors, or staff.
• Persistent non-payment of vendor dues or chargebacks.
• Violation of any section of these Terms & Conditions.

Users may also delete their own account by contacting our support team. Any pending dues or active bookings must be resolved before deletion.

7. Terms for Customers

Booking & Scheduling

• Customers may book any available service listed on the platform subject to vendor availability in their area.
• Booking confirmation is sent via SMS/email once a vendor accepts the request.
• Customers must provide accurate address details including landmark and pincode for successful service delivery.
• Customers must not book services for locations outside supported service areas.
• Repeated no-show or last-minute cancellations may result in account restrictions.

Reviews & Ratings

• Customers are encouraged to leave honest, factual reviews after service completion.
• Fake, defamatory, or incentivised reviews are strictly prohibited and may result in account suspension.

Customer Responsibilities

• Ensure a safe working environment for the visiting vendor.
• Be present or arrange access at the scheduled service time.
• Do not offer cash or off-platform payments to avoid platform fees — this violates platform policy.

8. Terms for Vendors / Service Providers

KYC Verification (Mandatory)

• All vendors must complete KYC verification with a valid government-issued ID (Aadhaar, PAN, Voter ID, Passport, or Driving Licence) before accepting any bookings.
• Documents must be clear, well-lit, and show all four corners with readable text.
• Submitting forged, altered, or another person's documents is a criminal offence and will result in immediate permanent ban and legal action.
• Vendors with rejected KYC cannot accept new job requests until re-verification is approved.

Job Acceptance & Conduct

• Job requests must be accepted or declined within the 5-minute window. Expired requests are auto-assigned to the next available vendor.
• Vendors must arrive at the customer's location on time and complete the service as described.
• Vendors must maintain professional conduct, wear appropriate attire, and treat customers respectfully.
• Vendors must not solicit customers for off-platform work or contact customers for personal reasons.
• Repeatedly declining job requests without valid reason may result in reduced request priority.

Commission & Payments

• A platform commission is charged per completed booking as communicated during onboarding.
• Commission invoices must be paid by the stated due date through the vendor dashboard.
• Vendors with 2+ unpaid dues will have job request access automatically paused until payment is cleared.
• Vendors must not request cash payments from customers for services listed on the platform.

Service Quality

• Vendors are responsible for delivering services to a professional standard with proper tools and materials.
• Vendors must inform Dorcas support immediately if they are unable to fulfil a confirmed booking.
• Vendors with consistently low ratings (below 3.0 for 30 days) may be temporarily suspended from the platform.

9. Terms for Administrators

Access & Authority

• Admin access is granted exclusively by Dorcas management and is non-transferable.
• Admins are responsible for reviewing and approving or rejecting vendor KYC submissions within 24 hours.
• Admins may manage bookings, payments, services, categories, and user accounts as per their access level.
• Admin credentials must never be shared with unauthorised personnel.

Data Responsibility

• Admins must handle all user data — including KYC documents and payment information — with strict confidentiality.
• Exporting, sharing, or misusing user data outside the scope of platform operations is strictly prohibited and may result in legal action.
• All admin actions are logged and auditable for compliance and security purposes.

Platform Moderation

• Admins are empowered to suspend, ban, or reinstate any customer or vendor account based on violations of these Terms.
• Decisions must be made objectively without bias or conflict of interest.
• Admins must not use platform access for personal benefit, including favouring specific vendors or customers.
• Admins must escalate disputes that cannot be resolved internally to Dorcas management.

10. Dispute Resolution & Governing Law

Any disputes arising from the use of the Dorcas platform shall first be resolved through our internal support team. If unresolved, disputes shall be subject to:

• Mediation through a mutually agreed third-party mediator before litigation.
• Jurisdiction of courts located in Navi Mumbai, Maharashtra, India.
• Applicable laws of India including the IT Act 2000, Consumer Protection Act 2019, and Indian Contract Act 1872.

For refund disputes, both parties must provide evidence (photos, communication records) to the Dorcas support team within 48 hours of the disputed service.