Terms & Conditions.

Definitions & Nature of Platform

"Urbanest" refers to the platform, its operators, team members, and representatives operating the website at urbanest.co.in and the associated WhatsApp coordination system.

"Customer" refers to any individual who submits a booking, makes an enquiry, or uses any feature of the Urbanest platform to request a home service.

"Professional" or "Worker" refers to any individual who is registered with Urbanest to provide home services and who accepts jobs through the platform.

"Booking" refers to a service request submitted by a Customer through the Urbanest booking form and confirmed by Urbanest.

"Service" refers to the specific home service selected by the Customer (e.g. home cleaning, kitchen help, laundry).

By submitting a booking, you acknowledge and accept this distinction. Urbanest acts as an intermediary platform and its liability is limited accordingly, as described in Section 10.

Eligibility & Account Responsibility

To use Urbanest as a Customer, you must:

• Be at least 18 years of age
• Be a resident of or physically present in a city or locality where Urbanest operates
• Provide accurate, complete, and truthful information when submitting a booking
• Have a valid, active WhatsApp number to receive communications

By submitting a booking, you represent and warrant that all information you have provided is accurate. If we discover that information provided was intentionally false or misleading, Urbanest reserves the right to cancel your booking without refund, suspend your access, and take further action as appropriate.

You are solely responsible for all activity conducted under the contact details you provide. If your phone number or email is used by anyone else to make a booking, you remain responsible for ensuring that such use complies with these Terms.

Booking Rules & Availability

Urbanest accepts bookings for the next 2 calendar days only from the date of submission. This is a deliberate operational decision to ensure we can assign the right professional with adequate preparation time. Bookings for dates beyond this window will not be accepted through the platform. If you have a specific need outside this window, contact us directly on WhatsApp.

All bookings require a minimum of 2 hours. This minimum applies regardless of the service type or scope of work. Bookings for less than 2 hours will not be processed.

Submitting a booking does not guarantee immediate confirmation. A booking is confirmed only when:

• A qualified Professional accepts the job in your locality
• Urbanest sends you a confirmation message on WhatsApp with the Professional's details

In areas with limited Professional coverage, confirmation may take up to 30 minutes. If no Professional is available for your selected date, time, and locality, Urbanest will notify you and offer to reschedule or cancel the booking.

You must provide a complete and accurate address. An incorrect or incomplete address that results in the Professional being unable to find your location may be treated as a Customer cancellation, and the cancellation policy in Section 7 will apply.

Urbanest currently operates in select localities within Hyderabad. Availability of Professionals varies by locality. Urbanest does not guarantee Professional availability in every listed locality. If availability cannot be confirmed within a reasonable time, Urbanest will inform you promptly.

Pricing, Payment & Refunds

Services are charged at ₹150 per hour, with a minimum charge of ₹300 (2 hours). The total price displayed during booking is the final amount you will be charged. Urbanest does not charge additional fees, booking fees, or platform commissions to the Customer on top of the displayed price.

Prices displayed at the time of booking are valid for that specific booking only. Urbanest reserves the right to update its pricing from time to time. Price changes will not affect bookings that have already been confirmed before the change.

Payment terms and methods will be communicated at the time of booking confirmation. Currently, Urbanest coordinates payment arrangements directly with Customers and Professionals. You agree to pay the stated amount in full for the confirmed service. Non-payment after service completion may result in suspension of your ability to make future bookings.

Refunds are handled on a case-by-case basis according to the following guidelines:

• Service not completed due to Urbanest or Professional fault — full refund or rescheduled service, at Customer's choice
• Customer cancellation with more than 4 hours notice — full refund
• Customer cancellation with less than 4 hours notice — no refund; a cancellation fee equivalent to 1 hour (₹150) may apply
• Customer not present at the address at the scheduled time — treated as a late cancellation; no refund
• Partial service completion — prorated refund based on actual hours completed

Refund requests must be submitted within 24 hours of the scheduled service time. To request a refund, contact welcome@urbanest.co.in or WhatsApp us.

Customer Responsibilities

As a Customer, you agree to the following responsibilities:

For all cleaning-related services, you are required to have the necessary supplies ready before the Professional arrives. This includes but is not limited to: mop, broom, dustpan, floor cleaner, surface detergent, scrub pads, and any cleaning liquids. Our Professionals bring their skills and effort — the tools and supplies are the Customer's responsibility. Failure to have supplies ready may result in reduced service scope or early termination, and the full booking amount will still apply.

You must ensure that the premises where the service is to be rendered are safe for the Professional to work in. This includes:

• Ensuring any pets are secured and cannot pose a threat to the Professional
• Disclosing any hazards, broken fixtures, or unsafe conditions in advance
• Not asking the Professional to work in conditions that are unsafe, illegal, or physically dangerous
• Ensuring the Professional has access to necessary facilities (water, power points) required to complete the service

You must treat Urbanest Professionals with dignity and respect at all times. Abusive, discriminatory, or threatening behaviour towards any Professional will result in immediate termination of the service without refund, and permanent suspension of your access to the platform. Urbanest will not tolerate harassment of any kind.

A responsible adult (aged 18 or above) must be present at the premises for the duration of the service. If no adult is present, the Professional reserves the right to decline entry and leave, and the full booking amount will apply.

Where OTP-based job start and end verification is in use, you agree to share the start OTP only upon the Professional's arrival and to cooperate with the end OTP process upon satisfactory completion of the service.

Professional Conduct & Worker Standards

Urbanest maintains a verification and conduct standard for all Professionals on the platform. Every Professional must:

• Pass Urbanest's 3-layer verification protocol before activation (identity, skill, conduct)
• Arrive at the agreed location within the selected time window
• Perform the service to a reasonable standard of quality and care
• Treat Customers and their property with respect
• Not bring unauthorised individuals to the Customer's premises
• Not use or remove any of the Customer's belongings without explicit permission
• Not request additional payment beyond the confirmed booking amount
• Not solicit private bookings outside the Urbanest platform from Customers they meet through Urbanest (see Section 8)

Violations of these standards will result in immediate deactivation of the Professional from the platform. Customers are encouraged to report any conduct violations immediately via WhatsApp.

Cancellations & No-Shows

Cancellations by the Customer must be communicated to Urbanest via WhatsApp. The cancellation policy is as follows:

• More than 4 hours before the scheduled start time — full refund, no penalty
• Less than 4 hours before the scheduled start time — a cancellation fee of ₹150 (1 hour rate) applies
• No-show (Customer not present at address) — full booking amount charged, no refund

In the event that an assigned Professional cancels or fails to show up, Urbanest will:

• Immediately attempt to assign a replacement Professional
• Notify you promptly via WhatsApp
• Offer a full refund if no replacement is available within a reasonable time
• Offer priority rescheduling at no extra cost

Urbanest will not be liable for any inconvenience, loss, or consequential damages arising from a Professional cancellation beyond the actions described above.

Urbanest reserves the right to cancel any booking if:

• Fraudulent or false information has been provided
• The Customer has been suspended from the platform
• Safety concerns are identified
• No Professional is available despite reasonable effort
• Force majeure conditions (natural disaster, civil unrest, government order) make the booking impossible to fulfil

Platform Integrity & Prohibited Conduct

The following are strictly prohibited for all users of the Urbanest platform — Customers, Professionals, and any third parties:

Customers must not directly hire, contact, or solicit any Professional they have been introduced to through Urbanest for private arrangements outside the platform. This applies for a period of 12 months from the date of first introduction. Similarly, Professionals must not solicit Customers for direct bookings. Violation of this clause undermines the platform's trust infrastructure and may result in legal action for damages.

You must not submit bookings with false names, addresses, or contact information. You must not submit multiple bookings for the same service slot from different identities. Bookings submitted with intent to deceive, harass, or waste a Professional's time will be treated as fraudulent.

You must not file false complaints, fabricate incidents, or manipulate the review process. False complaints made in bad faith — including accusations of theft, misconduct, or damage that did not occur — will result in immediate suspension and may be reported to law enforcement.

Any form of harassment, intimidation, physical or verbal abuse, or threats directed at a Professional, Customer, or any Urbanest team member will result in immediate and permanent suspension and may be reported to the appropriate authorities under applicable Indian law, including the Indian Penal Code and the Information Technology Act, 2000.

You must not covertly record Professionals during service delivery without their knowledge and consent. While Customers may have security cameras within their own home, Professionals must be informed of their presence. Recordings must not be shared publicly or used to harass or defame any individual.

OTPs issued by Urbanest for job start and completion are confidential and must only be shared with the assigned Professional at the appropriate time. Sharing an OTP before arrival, coercing a Professional to accept an OTP under false pretences, or refusing to share an end OTP after satisfactory service is a breach of these Terms.

You must not use bots, scrapers, automated scripts, or any non-human method to access, submit forms on, or interact with the Urbanest website or booking system.

You must not impersonate Urbanest, any Urbanest team member, any Professional, or any other Customer in any communication or interaction.

Fraud, Abuse & Misuse

Urbanest takes a zero-tolerance approach to fraud and misuse of the platform. The following specific acts constitute fraud and will be prosecuted accordingly:

• Booking services with no intention of honouring the booking or making payment
• Claiming services were not rendered when they were, in order to obtain a refund
• Fabricating damage claims against Professionals to avoid payment
• Using stolen or fictitious contact details to book services
• Exploiting any technical error or platform vulnerability to obtain services at a reduced or zero price
• Coordinating with Professionals to manipulate the OTP system to mark jobs as complete without actual service delivery
• Creating multiple accounts to circumvent a suspension or to exploit any promotional offer

Any detected fraud will result in immediate and permanent platform suspension, recovery of any amounts owed, and — where applicable under Indian law — reporting to relevant authorities under the Indian Penal Code (including Sections 415, 416, 417, 420 relating to cheating and fraud) and the Information Technology Act, 2000.

Urbanest reserves the right to share information about confirmed fraudulent activity with other platform operators and law enforcement agencies as permitted by applicable law.

Limitation of Liability

To the fullest extent permitted by applicable Indian law, Urbanest's liability in connection with any booking or use of the platform is limited as follows:

• Urbanest is a coordination platform and is not directly liable for the quality, completeness, or outcome of any service rendered by a Professional
• Urbanest's total aggregate liability to any Customer for any claim arising from a single booking shall not exceed the total amount paid for that booking
• Urbanest is not liable for any indirect, consequential, incidental, or punitive damages, including loss of business, loss of data, personal injury, or property damage beyond the scope described in Section 11
• Urbanest is not liable for delays, cancellations, or service failures caused by circumstances outside its reasonable control, including but not limited to: natural disasters, civil unrest, government restrictions, power outages, or acts of God
• Urbanest does not guarantee that the platform will be available at all times without interruption or error

Nothing in these Terms limits liability for fraud, death, or personal injury caused by Urbanest's own gross negligence or wilful misconduct.

Damage, Loss & Complaints

If you believe that a Professional has damaged your property, caused a loss, or behaved in a manner inconsistent with Urbanest's standards, you must:

1. Report the incident to Urbanest via WhatsApp or email within 24 hours of the service end time
2. Provide photographs, video, or other evidence of damage or loss where possible
3. Cooperate fully with Urbanest's investigation process

Complaints submitted more than 24 hours after the service may not be investigated. Urbanest will mediate between the Customer and Professional and make a reasonable determination based on available evidence.

Where a Professional is found to have caused verifiable damage to a Customer's property, Urbanest will mediate a fair resolution, which may include partial compensation up to the value of the booking, or facilitation of a direct resolution between the parties. Urbanest is not an insurer and does not provide property damage insurance. For high-value items, we recommend securing them before a service visit.

Claims of theft made against a Professional are taken extremely seriously. All such claims will be investigated. If Urbanest's investigation cannot resolve the matter, the Customer is advised to file a formal complaint with the appropriate police authority. Urbanest will cooperate with law enforcement investigations and provide available information as legally required.

Intellectual Property

All content on the Urbanest website — including but not limited to text, design, layout, logos, icons, graphics, and code — is the property of Urbanest and is protected by applicable Indian and international intellectual property laws.

You must not copy, reproduce, distribute, modify, or create derivative works from any Urbanest content without prior written consent. You may share links to our website but may not frame, scrape, or mirror our website content on any other platform.

The Urbanest name, logo, and brand identity are protected. Unauthorised use of our brand elements in any context — including on social media, in advertising, or in any public communication — is strictly prohibited.

Suspension & Termination

Urbanest reserves the right to suspend or permanently terminate any Customer's or Professional's access to the platform, with or without prior notice, in the following circumstances:

• Breach of any provision of these Terms & Conditions
• Repeated cancellations or no-shows without valid reason
• Non-payment for a completed service
• Any conduct that endangers the safety or wellbeing of a Professional, Customer, or third party
• Any fraudulent, abusive, or illegal activity as described in Sections 8 and 9
• Providing false identity information
• Acting in a manner that brings Urbanest's reputation into disrepute

Upon termination, any pending bookings will be cancelled. Refunds for cancelled bookings will be assessed case by case. Urbanest is not liable for any loss arising from account suspension where the suspension was warranted by a breach of these Terms.

Terminated Customers may not re-register using different contact details. Attempting to circumvent a suspension constitutes a further breach of these Terms.

Dispute Resolution

Before pursuing any formal legal action, you agree to first attempt to resolve any dispute with Urbanest directly by contacting us at welcome@urbanest.co.in. Urbanest commits to responding to all formal complaints within 7 business days and to make a good-faith effort to reach a fair resolution.

If the dispute cannot be resolved through direct communication within 21 days, both parties agree to attempt resolution through a mutually agreed mediator before pursuing litigation.

Any legal claim arising from or related to a Urbanest booking must be initiated within 6 months of the date the cause of action arose. Claims not brought within this period are permanently waived.

Governing Law & Jurisdiction

These Terms & Conditions are governed by and construed in accordance with the laws of India, specifically the laws applicable in the State of Telangana.

Any dispute, claim, or legal proceeding arising out of or in connection with these Terms or the use of the Urbanest platform shall be subject to the exclusive jurisdiction of the courts of Hyderabad, Telangana, India.

By using Urbanest, you consent to this jurisdiction and waive any objection to such courts on grounds of inconvenience, improper venue, or lack of jurisdiction.

Modifications to These Terms

Urbanest reserves the right to update or modify these Terms & Conditions at any time. When changes are made, the "Last Updated" date at the top of this page will be revised.

For material changes — those that significantly affect your rights or obligations — Urbanest will make reasonable efforts to notify active users via WhatsApp or email. However, it is your responsibility to check this page periodically for the latest version.

Your continued use of the Urbanest platform after any changes are posted constitutes your acceptance of those changes. If you do not agree with the updated Terms, you must discontinue use of the platform.

Contact & Grievance Redressal

For any questions about these Terms, to file a complaint, or to exercise any of your rights, please contact us through the following channels. We are committed to responding within 7 business days.

These Terms constitute the entire agreement between you and Urbanest with respect to your use of the platform. If any provision of these Terms is found to be unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect.