IMPORTANT NOTICE: PLEASE READ THESE TERMS CAREFULLY BEFORE USING THE PLATFORM. BY ACCESSING OR USING THE MAIDONCALL PLATFORM, YOU CONFIRM THAT YOU HAVE READ, UNDERSTOOD, AND AGREE TO BE BOUND BY THESE TERMS AND ALL POLICIES REFERENCED HEREIN. IF YOU DO NOT AGREE, STOP USING THE PLATFORM IMMEDIATELY.

1. DEFINITIONS

In these Terms, unless the context otherwise requires:

"Platform" means the website www.maidoncall.in and any associated mobile applications (Android/iOS), tools, and services operated by MaidOnCall.

"Company" / "MaidOnCall" / "we" / "us" / "our" means the entity operating the Platform under the brand MaidOnCall, having its principal place of operations in Mumbai, Maharashtra, India.

"User" / "Customer" / "you" means any individual or entity that accesses, registers on, browses, or uses the Platform or any of its Services in any capacity.

"Expert" / "Professional" means an independent third-party service provider who is listed on the Platform to offer housekeeping, domestic, or related services. Experts are not employees, agents, or partners of MaidOnCall.

"Services" means the technology-enabled aggregation, matching, booking facilitation, and payment collection services provided by MaidOnCall through the Platform.

"Pro Services" means the actual physical housekeeping, cleaning, cooking, or related domestic services performed by Experts at the User's premises.

"Booking" means a confirmed request made by a User for Pro Services through the Platform.

"Fees" means the total amount payable by a User for Pro Services, including the service charge, convenience fee, applicable taxes, and any ancillary charges disclosed on the Platform.

"Account" means the registered user profile created on the Platform.

"Content" means all text, images, audio, video, data, and other materials made available on the Platform.

2. NATURE OF PLATFORM & SERVICES

2.1 Aggregator / Intermediary Status

MaidOnCall operates exclusively as a technology-enabled marketplace and aggregation platform. It facilitates the discovery, booking, and payment facilitation between Users and independent Experts. MaidOnCall is an intermediary within the meaning of the Information Technology Act, 2000 and the rules made thereunder.

MaidOnCall does NOT:

Provide, perform, supervise, manage, direct, control, or guarantee any Pro Services;

Employ, engage as agents, or form any partnership with Experts;

Warrant or guarantee the quality, timeliness, fitness, safety, or outcome of any Pro Services;

Endorse any specific Expert or make any representation regarding an Expert's skills, competence, or character.

2.2 Direct Contract

When you book Pro Services through the Platform, you enter into a direct contract with the relevant Expert for the provision of those Pro Services. MaidOnCall is not a party to that contract.

2.3 Platform Availability

MaidOnCall does not guarantee uninterrupted or error-free availability of the Platform and reserves the right to modify, suspend, or discontinue the Platform at any time without prior notice.

3. ELIGIBILITY

You must be at least 18 years of age to use the Platform.

If accessing on behalf of a company or organization, you confirm authority to bind that entity.

You must be a resident of India or be accessing the Platform for services within India.

You must not be barred from receiving services under Indian law.

4. ACCOUNT CREATION AND SECURITY

4.1 Registration

To access certain features of the Platform, you must create an Account. You agree to provide accurate, complete, and up-to-date information during registration and to update such information promptly upon any change.

4.2 Account Security

You are solely and fully responsible for:

All activities conducted under your Account, whether or not authorized by you;

Maintaining the confidentiality of your login credentials;

Immediately notifying MaidOnCall at help@maidoncall.in of any unauthorized access, breach of security, or suspicious activity.

MaidOnCall shall not be liable for any loss or damage arising from unauthorized access to your Account due to your failure to safeguard your credentials.

4.3 Suspension / Termination of Account

MaidOnCall reserves the right, in its sole discretion, to suspend, restrict, or permanently terminate your Account without prior notice if:

You provide false, misleading, incomplete, or inaccurate information;

You breach any provision of these Terms or any applicable policy;

Your conduct poses a safety, legal, or reputational risk to MaidOnCall, Experts, or other users;

Required to do so by applicable law or court order.

5. BOOKINGS

5.1 Types of Bookings

The Platform may offer the following service formats:

Instant Services – Services provided immediately or within a short period.

Scheduled Services – Services booked for a future date and time.

Recurring / Subscription Services – Services on a daily, weekly, or monthly basis.

5.2 Booking Confirmation

A Booking is confirmed only upon receipt of a confirmation notification via SMS, email, or in-app push notification from MaidOnCall. Unconfirmed requests do not constitute binding Bookings.

5.3 Expert Allocation

The allocation or matching of Experts is facilitated through automated or algorithmic systems and does not constitute any recommendation, endorsement, or guarantee by MaidOnCall.

5.4 User Obligations for Bookings

You agree to:

Ensure timely and adequate access to the service location;

Obtain all necessary entry permissions, security clearances, or approvals from building management or housing society;

Disclose any conditions at the premises that may affect service delivery, including presence of pets, restricted areas, fragile items, or safety hazards;

Ensure availability of required utilities (water, electricity, etc.);

Not leave the premises unsupervised during service delivery unless you expressly accept full responsibility for any loss or damage arising therefrom.

Failure to comply with the above may result in delays, inability to perform services, cancellation, or additional charges, and MaidOnCall and/or the Expert shall not be liable for such outcomes.

5.5 Time Estimates

Any time estimates, schedules, or service durations displayed on the Platform are indicative only and do not constitute a guarantee of completion timelines.

5.6 Expert Unavailability

If a booked Expert becomes unavailable, MaidOnCall will make reasonable efforts to arrange an alternative Expert or assist with rescheduling. Availability of a replacement Expert is not guaranteed.

6. PAYMENTS AND FEES

6.1 Fee Structure

Fees payable by Users may include:

Pro Service charges;

Convenience or platform fee;

Out-of-pocket expenses incurred by the Expert;

Goods or consumables used in performance of the service;

Any applicable statutory levies or government charges as may become applicable in the future;

Any other charges disclosed on the Platform at the time of Booking.

6.2 Dynamic Pricing

Prices may vary based on demand, location, service complexity, time of Booking, and other marketplace conditions, and may be generated through automated or algorithmic systems. You acknowledge and accept that such dynamic pricing may apply.

6.3 Payment Modes

Payments may be made via credit card, debit card, net banking, UPI, wallets, or any other payment modes made available on the Platform from time to time.

6.4 Third-Party Payment Processors

Payments are processed by third-party payment processors. MaidOnCall shall not be liable for any error, failure, or delay by such processors. In the event of an unsuccessful payment, amounts debited shall be credited in accordance with the processor's terms.

6.5 Invoicing and Receipts

MaidOnCall is not currently registered under the Goods and Services Tax Act and does not collect or remit GST. No GST invoice or tax credit note will be issued for transactions on the Platform. MaidOnCall shall provide a booking confirmation and payment receipt upon successful payment. If you require a payment receipt for any Booking, contact help@maidoncall.in within 7 business days of the transaction.

6.6 Off-Platform Payments Prohibited

You agree that all payments for Pro Services must be made exclusively through the payment mechanisms available on the Platform. You shall not make any direct payment to an Expert outside the Platform. MaidOnCall shall not be liable for any loss, dispute, or claim arising from payments made outside the Platform, and such transactions are undertaken entirely at your own risk.

6.7 Fee Revisions

MaidOnCall reserves the right to amend Fees at any time. Fee changes shall not affect Bookings confirmed prior to the publication of revised Fees.

6.8 Chargebacks

In the event of any chargeback, payment reversal, or disputed transaction, MaidOnCall reserves the right to recover the applicable amount and associated processing costs from you.

7. CANCELLATION AND REFUND POLICY

7.1 Cancellation by User

A. Instant Services

Once an Expert has been assigned or has commenced service delivery, the User may not cancel. If no Expert has been assigned, the User may cancel at no charge.

B. Scheduled Services

More than 3 hours before scheduled time: Full refund.

Between 1 and 3 hours before scheduled time: Refund of up to 50% of the Fees.

Less than 1 hour before scheduled time: No refund.

No-show: If the User is not available at the scheduled time and location, it shall be treated as a no-show and no refund shall be provided.

C. Recurring / Subscription Services

Individual Session Cancellation:

Cancellation at least 3 hours before the session: No charge.

Cancellation with less than 3 hours' notice or no-show: Late cancellation fee equal to 100% of the session cost.

Cancellation of Entire Plan:

A recurring plan may be terminated by the User at any time.

Sessions scheduled within 3 hours of plan cancellation remain billable and non-refundable.

Future sessions beyond this window shall not be charged.

Pausing / Suspension:

Recurring services may be paused through the app at any time.

No refund is available for paused periods.

During the pause period, the User shall not be charged for scheduled sessions.

7.2 Cancellation by Expert or MaidOnCall

If a cancellation is initiated by the Expert or MaidOnCall, the User shall receive a full refund within 7–14 business days to the original payment method. The User will be offered the option to reschedule or receive equivalent service credits.

7.3 Refund Eligibility

Refunds shall be provided only in the following circumstances:

The Expert did not arrive at the designated time or location;

The service delivered was materially different from what was booked;

The service could not be completed due to reasons solely attributable to the Expert or MaidOnCall;

Cancellation was made within the eligible window as per Clause 7.1 above.

Refunds shall NOT be provided for:

Bookings made using coupons or promotional discounts (such amounts may be re-issued as service credits);

Dissatisfaction with service quality not reported within 24 hours of service completion;

Subjective or preference-based complaints.

7.4 Quality Issues

Any quality complaint must be reported to help@maidoncall.in within 24 hours of service completion. MaidOnCall shall review complaints on a case-by-case basis and may, at its discretion, offer a partial or full refund, service credits, or a re-service.

7.5 Refund Processing Timeline

Approved refunds shall be processed within 7–14 business days and credited to the User's original mode of payment.

7.6 Notice Requirement

All refund or cancellation claims must be raised within 48 hours of the service date or scheduled service date (whichever is applicable).

7.7 Misuse of Policy

MaidOnCall reserves the right to refuse refunds or suspend access to Services if it reasonably identifies a pattern of excessive, abusive, or bad-faith cancellations, refund requests, or other misuse of the Platform.

8. THEFT, LOSS, DAMAGE, AND MISCONDUCT – DISCLAIMER

CRITICAL DISCLAIMER: MAIDONCALL IS NOT LIABLE UNDER ANY CIRCUMSTANCES FOR THEFT, LOSS, DAMAGE, MISCONDUCT, OR CRIMINAL ACTS OF EXPERTS. ALL RISKS ASSOCIATED WITH GRANTING ACCESS TO YOUR PREMISES ARE BORNE EXCLUSIVELY BY YOU.

8.1 Complete Disclaimer of Liability

MaidOnCall shall not be liable, responsible, or obligated under any circumstances for:

Theft, pilferage, burglary, misappropriation, or loss of cash, jewellery, valuables, documents, electronics, or any property of any kind;

Misconduct, negligence, fraud, dishonesty, assault, harassment, abuse, stalking, or any criminal act by an Expert;

Damage to furniture, fixtures, fittings, flooring, surfaces, equipment, or any property;

Bodily injury, illness, or death of any person;

Pre-existing defects, damage, or wear and tear at the service location.

8.2 User Acknowledgement

You expressly acknowledge and agree that:

Experts enter your premises solely at your request and at your sole risk;

MaidOnCall shall not pay, compensate, indemnify, or settle any claims arising from the acts or omissions of Experts;

MaidOnCall shall not be responsible for damage to property arising from or during the performance of Pro Services, except to the extent strictly required by applicable law.

8.3 User Precautions

You are strongly advised and responsible to:

Secure all valuables, cash, jewellery, and sensitive documents prior to service commencement;

Supervise all services or ensure a trusted adult is present;

Conduct your own independent verification of Experts if desired;

Report any incidents or concerns immediately to local law enforcement authorities and to MaidOnCall at help@maidoncall.in.

9. BACKGROUND VERIFICATION DISCLAIMER

MaidOnCall may collect identification documents and conduct limited background checks on Experts for facilitation purposes only. Such verification is:

Non-exhaustive, limited in scope, and based on available information;

Not a guarantee of an Expert's good character, reliability, or fitness;

Not a substitute for the User's own judgment and precautions.

MaidOnCall does not warrant or guarantee the authenticity, accuracy, or completeness of any Expert credentials, background information, or identity documents.

10. USER CONDUCT

10.1 Obligations

You agree to:

Provide a lawful, safe, clean, and respectful environment for Expert services;

Treat all Experts with courtesy, dignity, and respect;

Disclose to MaidOnCall and the Expert any information that may reasonably affect the Expert's ability to perform services or their health and safety;

Ensure accuracy of all information provided on the Platform;

Not discriminate against any Expert based on race, religion, caste, national origin, gender, disability, sexual orientation, marital status, or any other characteristic protected under Indian law.

10.2 Prohibited Activities

You must not:

Solicit, induce, or engage any Expert to provide services outside the Platform;

Make direct payments to Experts bypassing the Platform;

Post false, misleading, defamatory, offensive, or harmful reviews or content;

Engage in any activity that disrupts, damages, or circumvents the Platform;

Attempt to gain unauthorized access to the Platform or its systems;

Use the Platform for any unlawful, fraudulent, or abusive purpose;

Impersonate any person or misrepresent your identity or affiliation.

10.3 Expert Solicitation Restriction

You are expressly prohibited from, directly or indirectly, soliciting, inducing, or engaging any Expert from whom you have received Pro Services to work for you or any third party outside the Platform. Breach of this clause may result in immediate termination of your Account and may attract legal consequences.

11. INDEMNITY

You agree to fully indemnify, defend (at MaidOnCall's option), and hold harmless MaidOnCall, its directors, officers, employees, affiliates, agents, and representatives from and against any and all claims, demands, actions, losses, liabilities, damages, penalties, fines, costs, and legal expenses (including reasonable attorneys' fees) arising out of or relating to:

Your access to or use of the Platform or Pro Services;

Any act or omission of an Expert arising from a Booking made by you;

Theft, damage, injury, or misconduct occurring at your premises;

Your breach of any provision of these Terms;

Your violation of any applicable law, regulation, or third-party rights;

Any dispute between you and an Expert;

Any third-party access to or use of your Account.

This indemnity obligation shall survive the termination or expiry of these Terms and your use of the Platform.

12. LIMITATION OF LIABILITY

IMPORTANT: READ THIS SECTION CAREFULLY. IT LIMITS MAIDONCALL'S FINANCIAL EXPOSURE TO YOU.

12.1 Exclusion of Consequential Damages

To the maximum extent permitted by applicable law, MaidOnCall shall not be liable for any indirect, incidental, special, punitive, exemplary, or consequential damages, including loss of profits, revenue, data, goodwill, business opportunity, or anticipated savings, even if advised of the possibility of such damages.

12.2 Aggregate Cap on Liability

MaidOnCall's total aggregate liability to you for any and all claims arising out of or relating to these Terms or the use of the Platform shall not exceed the lower of:

The Fees actually paid by you for the specific Booking giving rise to the claim; or

INR 10,000 (Indian Rupees Ten Thousand only).

12.3 As-Is Basis

The Platform and Services are provided on an "AS IS" and "AS AVAILABLE" basis without any warranty, express or implied, including warranties of merchantability, fitness for a particular purpose, non-infringement, or uninterrupted availability. MaidOnCall does not warrant that the Platform will be error-free, virus-free, or meet your specific requirements.

12.4 Third-Party Actions

MaidOnCall shall not be liable for the acts, omissions, negligence, fraud, or misconduct of Experts or any other third parties.

13. INTELLECTUAL PROPERTY

All intellectual property rights in and to the Platform, including its Content, software, source code, design, trademarks, logos, trade names, and other proprietary materials, are exclusively owned by or licensed to MaidOnCall.

You are granted a limited, non-exclusive, non-transferable, non-sublicensable, and revocable license to access and use the Platform solely for personal, non-commercial purposes in accordance with these Terms. All rights not expressly granted are reserved by MaidOnCall.

You must not:

Copy, reproduce, modify, distribute, display, or create derivative works of the Platform or its Content;

Reverse engineer, decompile, or disassemble any part of the Platform;

Use MaidOnCall's trademarks or brand identity without prior written consent.

14. USER-GENERATED CONTENT AND REVIEWS

The Platform may allow Users to submit ratings, reviews, and other content. By submitting content, you:

Represent that you are the author and have all necessary rights to submit such content;

Grant MaidOnCall a non-exclusive, worldwide, perpetual, irrevocable, royalty-free license to use, publish, display, and distribute such content for Platform and business purposes;

Agree not to submit false, misleading, defamatory, obscene, or unlawful content;

Acknowledge that MaidOnCall may, at its discretion, remove any content that violates these Terms.

15. PRIVACY AND DATA PROTECTION

MaidOnCall collects and processes personal data in accordance with its Privacy Policy available at www.maidoncall.in/privacy-policy.php, which forms an integral part of these Terms. By using the Platform, you consent to the collection, use, processing, and disclosure of your personal data as described in the Privacy Policy.

MaidOnCall is committed to compliance with the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011, and the Digital Personal Data Protection Act, 2023 (as notified and applicable).

16. THIRD-PARTY SERVICES AND LINKS

The Platform may contain links to or integrate with third-party websites, services, or payment processors. MaidOnCall does not control, endorse, or assume responsibility for any third-party services. Your use of third-party services is at your own risk and is governed by the applicable third-party terms and policies.

17. FORCE MAJEURE

MaidOnCall shall not be liable for any failure or delay in performance of its obligations under these Terms where such failure or delay is caused by events beyond its reasonable control, including acts of God, natural disasters (floods, earthquakes, epidemics, pandemics), war, terrorism, civil commotion, riots, strikes, governmental actions or restrictions, failure of utilities or telecommunications networks, or any other unforeseeable event beyond MaidOnCall's reasonable control.

18. GOVERNING LAW AND DISPUTE RESOLUTION

18.1 Governing Law

These Terms shall be governed by and construed in accordance with the laws of India, without regard to conflict of law principles.

18.2 Arbitration

Any dispute, controversy, or claim arising out of or relating to these Terms, the Platform, or the Services, including their breach, termination, or validity, shall be referred to and finally resolved by binding arbitration conducted under the Arbitration and Conciliation Act, 1996 (as amended).

The arbitration shall be conducted by a sole arbitrator appointed by MaidOnCall. The seat and venue of arbitration shall be Mumbai, Maharashtra, India. The language of arbitration shall be English. The arbitral award shall be final and binding on all parties.

18.3 Jurisdiction for Interim Relief

Courts at Mumbai, Maharashtra shall have exclusive jurisdiction for the purposes of granting interim or emergency relief pending arbitration.

18.4 Class Action Waiver

You agree that any dispute shall be resolved on an individual basis and you waive any right to bring or participate in a class action, collective action, or representative proceeding.

19. GRIEVANCE REDRESSAL

In compliance with the Information Technology Act, 2000 and the Consumer Protection Act, 2019, grievances may be addressed to:

Grievance Officer – MaidOnCall

Email: help@maidoncall.in

Support Hours: Monday to Sunday, 10:00 AM – 6:00 PM (IST)

Response Timeline: Acknowledgement within 24 hours; resolution within 15 working days.

For booking-related issues, you may first reach us via WhatsApp at +91 99874 23697 for real-time assistance.

20. AMENDMENTS TO TERMS

MaidOnCall reserves the right to amend, update, or modify these Terms at any time. Changes shall be effective immediately upon publication on the Platform. Where changes are material, MaidOnCall shall make reasonable efforts to provide notice. Your continued use of the Platform after the publication of any revised Terms shall constitute your acceptance of such changes. It is your responsibility to review the Terms periodically.

21. MISCELLANEOUS

21.1 Entire Agreement

These Terms, together with the Privacy Policy and Cancellation & Refund Policy, constitute the entire agreement between you and MaidOnCall with respect to the Platform and Services and supersede all prior representations, discussions, or agreements.

21.2 Severability

If any provision of these Terms is held to be invalid, unlawful, or unenforceable, such provision shall be severed and the remaining provisions shall remain in full force and effect.

21.3 Waiver

Any failure or delay by MaidOnCall in enforcing any right under these Terms shall not constitute a waiver of such right.

21.4 Assignment

You may not assign or transfer any of your rights or obligations under these Terms without MaidOnCall's prior written consent. MaidOnCall may freely assign these Terms in connection with any merger, acquisition, restructuring, or transfer of business.

21.5 Electronic Records

These Terms constitute an electronic record under the Information Technology Act, 2000 and do not require any physical or digital signature. Records generated by MaidOnCall's systems shall be deemed accurate and may be relied upon for all purposes including dispute resolution.

21.6 No Partnership or Agency

Nothing in these Terms shall be construed to create any partnership, joint venture, agency, franchise, or employment relationship between MaidOnCall and any User or Expert.

21.7 Notices

All formal legal notices to MaidOnCall under these Terms should be sent in writing to help@maidoncall.in.

For all queries and support: help@maidoncall.in

WhatsApp: +91 99874 23697  |  www.maidoncall.in

© 2026 MaidOnCall. All Rights Reserved.