Terms and Conditions

1. Introduction and Acceptance

Welcome to ZapServe, a hyperlocal workforce and service marketplace platform operated by ZapServe Interconnecting Private Limited (“ZapServe”, “we”, “us”, or “our”). By accessing or using our website (www.zapserve.in), mobile application (Zapserve), or any related services (collectively, the “Platform”), you agree to be bound by these Terms and Conditions (“Terms”). If you do not agree with any part of these Terms, you must immediately discontinue use of the Platform.

These Terms constitute a legally binding agreement between you and ZapServe.

2. Definitions

For the purposes of these Terms, the following definitions apply:

• “Platform” refers to the ZapServe website, mobile application, and all associated services.
• “User” means any individual or entity accessing the Platform, including Customers and Service Providers.
• “Customer” means a registered user who requests or books services through the Platform.
• “Service Provider” means a verified worker, contractor, or agency offering services through the Platform.
• “Services” means the services offered on the Platform, including Coconut Tree Services, Home Services, Construction Services, Corporate Services, and General Labour Services.
• “Know Your Customer (KYC)” refers to ZapServe’s identity verification process for Service Providers.

3. Platform Overview

ZapServe is a technology-driven marketplace platform that connects Customers with verified local Service Providers across Kerala, India. The Platform enables Users to:

• Book services through a streamlined in-app interface.
• Manage job requests, track service completion, and communicate with Service Providers.
• Make secure payments and process refunds or cancellations.
• Access a curated pool of KYC-verified workers, contractors, and agencies.

ZapServe acts solely as an intermediary marketplace. We do not directly perform, guarantee, or warrant the quality of services delivered by Service Providers.

4. User Eligibility and Registration

4.1 Eligibility

To use the Platform, you must:

• Be at least 18 years of age.
• Have the legal capacity to enter into a binding agreement.
• Not be prohibited by law from using the Platform in your jurisdiction.

4.2 Account Registration

You must register for an account to access most features of the Platform. During registration, you agree to:

• Provide accurate, complete, and up-to-date information.
• Maintain the confidentiality of your login credentials.
• Notify us immediately at zapserveindiaofficial@gmail.com of any unauthorised access to your account.

ZapServe reserves the right to refuse registration or terminate accounts at its sole discretion, including for violations of these Terms.

5. KYC Verification Policy

Service Providers — including workers, contractors, and agencies — are required to complete a Know Your Customer (KYC) identity verification process before accessing platform features.

5.1 Required Documents

Verification documents may include, but are not limited to:

• Government-issued photo identification (e.g., Aadhaar Card, PAN Card, Passport, Voter ID).
• Recent profile photographs.
• Business registration or trade licence documents (for agencies and contractors).
• Any other documents required for platform safety or regulatory compliance.

5.2 Verification Outcomes

ZapServe reserves the right to:

• Approve, reject, suspend, or permanently revoke accounts based on verification status.
• Request additional documentation at any time.
• Conduct re-verification periodically or following reported incidents.

Submission of false, altered, or misleading documents constitutes a material breach of these Terms and may result in account termination and legal action.

6. Services and Booking Terms

6.1 Service Categories

ZapServe currently facilitates bookings in the following categories:

• Coconut Tree Services
• Home Services
• Construction Services
• Corporate Services
• General Labour Services

Additional categories may be added or removed at ZapServe’s discretion.

6.2 Booking Process

Customers may book Services through the Platform. By completing a booking, you:

• Agree to the stated service scope, pricing, and any applicable platform fees.
• Confirm that the service location and requirements are accurate.
• Accept responsibility for providing a safe and accessible environment for Service Providers.

6.3 Service Quality

While ZapServe endeavours to connect Customers with verified and competent Service Providers, we do not warrant or guarantee the quality, outcome, or timeliness of any service. Customers are encouraged to review Service Provider profiles and ratings before booking.

7. Payments, Cancellations, and Refund Policy

7.1 Payment Processing

All payments on the Platform are processed by Razorpay, our authorised payment gateway partner. By making a payment, you agree to Razorpay’s Terms of Service and Privacy Policy (https://razorpay.com/privacy/). ZapServe does not store your payment card details. Payment information is processed directly and securely by Razorpay.

7.2 Payment Hold

Payments made by Customers may be held in escrow until successful confirmation of service completion. This protects both Customers and Service Providers.

7.3 Cancellations

Cancellation policies are subject to the following conditions:

• Cancellations made well in advance of the scheduled service may receive a full refund.
• Late cancellations or no-shows may attract a cancellation fee.
• The applicable cancellation fee shall depend on the time of cancellation, the service category, and the stage of service execution.

Specific cancellation fee schedules are published within the Platform and are subject to change.

7.4 Refunds

Refunds may be initiated in the following circumstances:

• Service was not rendered due to Service Provider failure.
• A valid Customer complaint is upheld following dispute resolution.
• A technical error resulted in an incorrect charge.

Refunds will generally be processed within 7 to 10 business days to the original payment method, subject to Razorpay’s processing timelines.

7.5 ZapServe’s Rights

ZapServe reserves the right to withhold, reverse, or adjust payments in cases involving:

• Suspected fraudulent activity.
• Disputes under active investigation.
• Violations of Platform policies.
• Incomplete, cancelled, or disputed services.

8. User Obligations and Prohibited Conduct

8.1 General Obligations

All Users of the Platform agree to:

• Use the Platform only for lawful purposes.
• Provide truthful, accurate, and non-misleading information at all times.
• Treat all other Users, Service Providers, and ZapServe staff with respect and professionalism.
• Comply with all applicable laws and regulations, including those relating to employment, safety, and data protection.

8.2 Prohibited Conduct

The following conduct is strictly prohibited on the Platform:

• Submitting false or fraudulent booking requests.
• Impersonating another person or entity.
• Posting defamatory, obscene, or harassing content.
• Engaging in or facilitating illegal activities.
• Attempting to circumvent ZapServe’s platform by arranging off-platform transactions to avoid fees.
• Interfering with the Platform’s technical infrastructure or security systems.
• Using automated bots, scrapers, or data mining tools without written consent.

Violations may result in immediate account suspension, termination, and/or legal action.

9. Privacy and Data Protection

ZapServe collects, processes, and stores personal information in accordance with our Privacy Policy, available at www.zapserve.in and within the Zapserve mobile application. By using the Platform, you consent to our data practices as described in the Privacy Policy.

9.1 Data Collected

We collect data including but not limited to:

• Identity information (name, phone number, email address, mailing address).
• KYC and verification documents (Aadhaar, PAN Card, photographs).
• Location data (GPS coordinates, service location).
• Payment and transaction data (processed by Razorpay).
• Device and usage data (IP address, app usage analytics).

9.2 Data Use

Your data is used for purposes including service delivery, identity verification, fraud prevention, payment processing, platform improvement, and compliance with legal obligations.

9.3 Google Services

The Platform uses Google Maps Platform APIs and Google Analytics to facilitate location-based services and analytics. Your use of these features is also subject to Google’s Terms of Service and Privacy Policy.

10. Intellectual Property

All content, trademarks, logos, software, and materials on the Platform are the exclusive property of ZapServe Interconnecting Private Limited or its licensors. You are granted a limited, non-exclusive, non-transferable licence to access and use the Platform for its intended purpose. You may not copy, reproduce, modify, distribute, sell, or create derivative works based on any Platform content without ZapServe’s prior written consent.

11. Disclaimers and Limitation of Liability

11.1 Platform as Marketplace

ZapServe operates as a technology platform and marketplace intermediary. We are not an employer of, agent of, or party to any agreement between Customers and Service Providers. ZapServe is not liable for the acts, omissions, or conduct of any Service Provider.

11.2 “As Is” Disclaimer

The Platform is provided on an “as is” and “as available” basis. ZapServe makes no warranties, express or implied, regarding the Platform’s availability, reliability, accuracy, or fitness for a particular purpose.

11.3 Limitation of Liability

To the maximum extent permitted by applicable law, ZapServe shall not be liable for:

• Any indirect, incidental, consequential, or punitive damages.
• Loss of data, revenue, profits, or business opportunities.
• Damages arising from third-party service providers, payment processors, or APIs.
• Service failures, delays, or quality issues attributable to Service Providers.

ZapServe’s total aggregate liability, where applicable, shall not exceed the amount paid by the User to ZapServe in the three (3) months preceding the event giving rise to the claim.

12. Account Termination

Either party may terminate a User’s account at any time.

12.1 Termination by ZapServe

ZapServe may suspend or terminate your account, with or without notice, if you:

• Breach any provision of these Terms.
• Provide false or misleading information during registration or KYC.
• Engage in prohibited conduct or fraudulent activity.
• Pose a risk to the safety or security of other Users or the Platform.

12.2 Termination by User

Users may request account deletion through the Zapserve mobile application or by contacting ZapServe Support at zapserveindiaofficial@gmail.com.

12.3 Effect of Termination

Upon termination, your right to access and use the Platform ceases immediately. Certain data may be retained for legal, regulatory, fraud prevention, dispute resolution, KYC, or operational purposes as permitted by applicable law.

13. Governing Law and Dispute Resolution

These Terms shall be governed by and construed in accordance with the laws of India. Any disputes arising from or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts located in Kollam, Kerala, India. ZapServe encourages Users to first attempt to resolve disputes informally by contacting Support. Formal dispute resolution, if necessary, shall proceed through competent courts in Kollam, Kerala.

14. Amendments to These Terms

ZapServe reserves the right to modify these Terms at any time. Material changes will be communicated via in-app notifications, email, or a prominent notice on the Platform. Your continued use of the Platform after any modification constitutes your acceptance of the revised Terms. If you do not agree with the updated Terms, you must discontinue using the Platform.

15. Miscellaneous

• Entire Agreement: These Terms, together with the Privacy Policy, constitute the entire agreement between you and ZapServe regarding use of the Platform.
• Severability: If any provision of these Terms is found to be unenforceable, the remaining provisions shall continue in full force and effect.
• Waiver: Failure by ZapServe to enforce any provision shall not constitute a waiver of that provision.
• Assignment: You may not assign your rights or obligations under these Terms without ZapServe’s prior written consent. ZapServe may assign its rights without restriction.
• Force Majeure: ZapServe shall not be liable for delays or failures caused by events beyond its reasonable control, including natural disasters, government actions, or network outages.