KittiPoy Customer Terms of Use

These terms (the "Customer Terms") apply to you when you use KittiPoy as a customer. Professionals are governed by separate Professional Terms. By creating an account or booking a service, you accept these terms.

1. What KittiPoy is

KittiPoy ("KittiPoy", "we", "the Platform") is a marketplace operated from Kochi, Kerala that helps you find and book independent local professionals — plumbers, electricians, drivers, carpenters and similar trades. KittiPoy is not a party to the service you receive: the professional you book works as an independent service provider. We provide discovery, identity verification, booking, live status, in-app chat, ratings and support tooling.

2. Eligibility

• You must be at least 18 years old to use KittiPoy.
• You provide accurate registration details (name, phone number and/or email) and keep them current. One account per person.

3. App-store acknowledgement (Apple & Google)

• This licence applies between you and KittiPoy only — Apple Inc. and Google LLC are not parties to it and bear no responsibility for the app, its content or maintenance.
• To the maximum extent permitted by applicable law, any claim about the app is brought against KittiPoy, not the app store.
• Purchases made inside the store (if ever offered) follow that store's refund policy.

4. Bookings

• You see the professional's price before you book. A booking is confirmed only when the professional accepts.
• You can cancel free while a request is still pending. Once a professional has accepted, your cancellation becomes a request that they approve or decline from their app — they may already be on the way. After work has started, cancellation is not available through the app.
• Status updates (accepted → on the way → working → done) are indicators reported by the professional; treat them as good-faith signals, not guarantees.
• For your safety, after a job ends your contact details are hidden from the professional and their view of your number is removed.

5. Payments — you pay the professional directly

• You pay the professional at the door by cash or by UPI to the professional's own UPI id (one tap in the app). Service amounts travel directly from you to the professional and never pass through KittiPoy.
• Using KittiPoy is free for you. We do not charge customers for bookings, and we add no fees or commissions to service amounts.
• Refunds for disputed work are settled between you and the professional; KittiPoy support can assist and mediate but does not adjudicate your private payment.

6. Conduct

• Provide safe, reasonable access to your premises at the booked time; treat professionals and their work with respect.
• Do not use KittiPoy for anything unlawful, to obtain services without paying, to harass anyone, or to bypass the platform (agreeing "off-platform" removes the job from our protections).
• In-app chat exists to coordinate work or reach our support team. Do not send unlawful, abusive or spam content; support conversations may be reviewed by our team members.

7. Reviews & ratings

Reviews must be genuine and about your own experience. We may remove content that is fraudulent, abusive or irrelevant. Attempting to game ratings (self-reviews, pressure for stars, incentives) can lead to suspension.

8. Privacy & your data rights

• We process your personal data per the Privacy Policy: your identity details, booking context (address, description, location), chats, reviews and device push tokens.
• Sensitive items are protected with encryption at rest (address, contact details) and hashed one-time codes; KYC documents of professionals are stored outside the public web root with audited access.
• You can access, export, correct or delete your data: Settings → Delete account & data in the app, or write to [email protected]. We respond to privacy requests within 30 days.
• Grievances: use Get help → chat in the app or email the grievance officer at [email protected]. We respond within 30 days.

9. Suspension & bans

Accounts may be suspended or permanently blocked for unsafe, fraudulent, abusive or repeat-offending conduct, including conduct reported by our field team and confirmed through internal review. Where we restrict an account we try to tell you why; where the law or safety requires it, action may be silent.

10. Availability & changes

• The Platform is provided "as is". We don't guarantee a particular professional will be available at any time; availability is what it is at search and booking time.
• We may add, change or discontinue features and city availability. Material changes to these terms will be notified in the app or by email; continued use after notice means acceptance.

11. Disclaimers & liability

Services are performed by independent professionals; we do not directly employ or control them or guarantee workmanship, results or behaviour beyond our verification and review processes. To the maximum extent permitted by law, KittiPoy's aggregate liability to you for anything relating to the Platform is limited to the value of the affected booking (as listed in the app), and we are not liable for indirect or consequential loss. Nothing here limits liability that cannot be limited by law (including death or personal injury caused by negligence).

12. Termination

You may stop using KittiPoy and delete your account and data at any time from the app. We may suspend or terminate accounts that break these terms, endanger users, or expose us to legal risk.

13. Governing law & disputes

These terms are governed by the laws of India. Disputes will first go through our grievance process (section 8); unresolved disputes are subject to the exclusive jurisdiction of courts at Kochi, Kerala.

14. Contact

KittiPoy · kittipoy.com · Kochi, Kerala, India · support [email protected] · privacy [email protected] · legal [email protected]