CivilBook User App

 Terms and Conditions

Department Section

1. Terms of Service:

By using the App to find solutions for your needs and services, users agree to abide by these terms and conditions.

2. Service Selection:

Users are responsible for selecting the appropriate Service Provider for their needs based on their profile, ratings, and reviews provided on the App. Civilbook is not liable for any damaged goods or loss of money resulting from the selection of a particular Service Provider.

3. Communication:

Users are responsible for communicating with the selected Service Provider regarding the scope of work, timeline, and any other relevant details related to the service. Users must also provide regular updates to the Service Provider throughout the work as per mutual terms.

4. Appointment Cancellation Policy:

If a user needs to cancel a service provider appointment, they must inform the selected Service Provider as soon as possible and provide a valid reason for the cancellation. Civilbook reserves the right to remove accounts if there is a high cancellation rate or consistent failure to show up for scheduled appointments.

5. Privacy Policy:

Privacy is taken seriously, and personal information will not be shared with third parties without consent. However, certain data related to the use of the App, such as location, service history, and communication with Service Providers, may be collected for the purpose of improving services and resolving disputes.

6. GST Taxes:

As a User, users are responsible for paying GST (Goods and Services Tax) on all services provided by Service Providers in accordance with Indian tax laws. The applicable GST rate will be displayed by the service provider.

7. Intellectual Property:

All content and materials provided by Users or Service Providers through the App remain the property of the respective owner. No content or materials provided by Users or Service Providers may be used for any purpose other than using the App to search for services or providing feedback related to the experience with Service Providers.

8. Limitation of Liability:

Civilbook is not liable for any damaged goods or loss of money resulting from the use of the App or selection of a particular Service Provider, except as required by law. Users agree to indemnify and hold Civilbook harmless from any claims, damaged goods or loss of money arising from the use of the App or selection of a particular Service Provider.

9.Account Removal:

Civilbook reserves the right to remove accounts at any time for any reason, including but not limited to violations of these terms and conditions or adverse feedback to Service Providers related to the use of the App or selection of a particular Service Provider.

10.Exact Work/Site Address:

Users must provide their exact Work/Site address while making an appointment booking/ appointment request placing on the App to enable the App to filter nearby Service Providers. This information will also be used to verify the location of the Service Provider during the service appointment.

11.Login Requirements:

Users must log in through their mobile number and go through automatic OTP (One-Time Password) when booking or requesting an appointment.

12.User-Generated Content (UGC):

Users are solely responsible for all content they post, including reviews, messages, and any other form of communication on the platform. Civilbook reserves the right to remove any content that violates community guidelines, is illegal, or infringes on the rights of others. Users must adhere to the Indian Copyright Act, 1957 when posting content.

13.Appointment Requests:

Users are responsible for providing accurate and complete information when posting job requests. Job requests expire in 7 days if no provider responds. Civilbook is not responsible for inaccuracies in user-provided data.

14.Search Services Based on Given Location:

Users can search for providers and services based on their specified location. Location permission is required for this feature. The app displays nearby services within a 30km radius to facilitate efficient service matching. Nearby service providers are displayed within a 30 km radius. This feature relies on the device's location services. The app offers two search methods:

  1. Direct Search: Users can enter keywords or service names to directly search for relevant service providers within their chosen location.
  2. Search Through Departments: Users can browse services by selecting specific departments or categories, allowing them to filter results based on their needs within their chosen location.

15.Placing Direct Booking Appointment:

Users can place direct booking appointments with providers through the app. Direct booking appointments expire in 48 hours if no provider responds. Users are responsible for providing accurate and complete information when placing these appointments. Civilbook is not liable for disputes arising from these direct appointment booking arrangements.

16.Service Packages:

Users can choose from service packages created by providers, which include predefined components and pricing. Users are responsible for reviewing the details of each package before booking.

17.Department, Category, Sub-category:

Services are organized into departments, categories, and sub-categories to facilitate easy navigation.

18.Provider Assignment:

If a provider accepts an appointment but cannot complete the work order, Civilbook support team will assist the user with other options. Civilbook will not directly reassign the appointment to another provider upon user complaint.

19.Chat:

The in-app chat feature facilitates direct communication between users and providers, as well as between users and the Civilbook support team. Users can exchange messages and voice messages in real-time to discuss service details, clarify requirements, and resolve any issues. Features include the ability to block abusive users, report inappropriate content (including voice messages), share media files like photos and documents, and delete chat history for privacy. Chats are conducted on a one-on-one basis between users and providers, and in a one-to-many format when communicating with the Civilbook support team. Civilbook may retain chat logs.

20.Share provider details:

Users can share provider details with others.

21.Nearby service Providers:

The app displays nearby service providers based on the user's location. The app displays related service providers based on the user's search.

22.Distance (30km):

Nearby service providers are displayed within a 30km radius.

23. Featured Services [ Based on user selected distance(30km)]:

Featured services are displayed based on the user's selected distance of 30km.

24. Payment Disclaimer:

Civilbook does not handle or process any payments between Users and Providers. All payment arrangements are to be made directly between the User and the Provider. Civilbook is not responsible for any payment- related disputes or issues.

25. Civilbook support (Helpline Number):

Users can contact the Civilbook support team through the provided helpline number for assistance with any app-related issues or inquiries. The helpline provides direct access to support representatives who can address user concerns and provide timely solutions. This service ensures that users have access to reliable support whenever they need it.

26. Notifications:

Users will receive push notifications and in-app booking updates to stay informed about service progress. Users can manage notification preferences through the app's settings.

27. User Rating/Reviews:

Users can rate providers after service completion, evaluating work quality, professionalism, and overall satisfaction. Users can review providers after service completion to share their experiences. These ratings/reviews influence providers standing on the platform and aid other users in service selection. Civilbook will also use these ratings/reviews to take actions against providers.

28. Rate-Us:

Users are encouraged to rate the Civilbook app on the app store/playstore to provide feedback and help improve the platform. User ratings and reviews play a crucial role in shaping the app's development and ensuring that it meets user needs. This feature allows users to share their experiences and contribute to the growth of the Civilbook community.

29. Goods and Services For Materials:

Civilbook connects users with providers for materials, building chemicals and machinery services. Civilbook is not responsible for the quality of goods and services provided by these providers. This disclaimer is necessary for legal clarity. The Consumer Protection Act, 2019, applies to service providers who are bound by these terms.

  1. Delivery: Any disputes arising after delivery of goods are to be handled between the user and provider.
  2. Transport: Users and providers are responsible for coordinating transport of materials, building chemicals, and machinery.Civilbook is not liable for transport disputes.

 

Home Care (Repair) Services Section

 

By utilizing the App's "Repair Services" feature, users agree to the following terms and conditions:

1. Submitting Repair Requests:

  1. Users can submit detailed repair requests, outlining the nature of the issue, required services, and any relevant specifications.
  2. Users are solely responsible for the accuracy and completeness of the information provided in their repair requests.
  3. Civilbook is not liable for any discrepancies or issues arising from inaccurate or incomplete user-submitted repair requests.

2. Provider Site Visit and Assessment:

  1. Upon a user submitting a repair request, a Service Provider may conduct a site visit to assess the scope of work, diagnose the issue, and provide an accurate quote.
  2. Any charges for site visits, if applicable, will be clearly communicated by the Service Provider to the user beforehand and are to be settled directly between the user and the Service Provider.
  3. Civilbook does not facilitate or process these site visit payments.

3. Negotiations and Quote Submission:

Users and Service Providers can engage in negotiations regarding the scope of work, materials, and pricing for the repair service. Following negotiations, the Service Provider will submit a final quote for the repair service to the user through the App.

4. User Submitting Quote Price to Provider (Payment Methods):

Upon agreeing to a Service Provider's quote, users can submit the agreed-upon payment using one of the following methods:

  1. In-app Payments (via Civilbook Wallet):
    1. Users can choose to pay for the repair service using their Civilbook Wallet.
    2. When this option is selected, form submitted to the provider, after he clicks on confirm request then the quoted amount will be frozen in the user's Civilbook Wallet.
    3. This amount will remain frozen until the service is confirmed as completed by both the user and the Service Provider, or until a dispute resolution process is concluded.
  2. Direct to Provider:
    1. Users may also choose to make payment directly to the Service Provider outside the  App.
    2. Civilbook is not responsible for any payment-related disputes, fraud, or issues arising from direct payment arrangements made between the user and the Service Provider. Users assume all risks associated with direct payments.

5. Provider Service Order Confirmation:   

Once a user has submitted the quote price (either via in-app payment or confirmed direct payment), the Service Provider will confirm the service order through the App.

6. Completion of Service and Fund Release (In-app Payments):

  1. Upon the successful completion of the repair service, the user is required to confirm service completion through the App.
  2. Once the user confirms service completion, the frozen amount in the user's Civilbook Wallet will be released to the Service Provider's wallet.

7. Ratings and Reviews:

After the completion of a repair service, users are encouraged to rate and review the Service Provider based on their work quality, professionalism, adherence to the quote, and overall satisfaction. These ratings and reviews will influence the Service Provider's standing on the platform.

 

User Wallet Terms and Conditions Civilbook Wallet

Top-up:

1. Civilbook Wallet Top-up:

  1. Users can top up their Civilbook Wallet using Razorpay, in accordance with the guidelines set forth by the Reserve Bank of India (RBI) and applicable Indian financial regulations.
  2. Funds topped up into the Civilbook Wallet are intended for use within the App for services, and not for speculative or investment purposes.

2. Withdrawal Option:

  1. To withdraw funds from your CivilBook Wallet, you must fill out a designated withdrawal request form. This process is subject to the Master Directions on PPIs and other relevant RBI regulations.
  2. Users have the option to withdraw available funds from their Civilbook Wallet to their linked bank account.
  3. To initiate a withdrawal, users must provide accurate and complete bank account details.
  4. Civilbook is not responsible for delays or issues arising from incorrect bank details provided by the user.      
  5. Withdrawal requests will be processed within a reasonable timeframe, subject to standard banking procedures and security checks.
  6. There is no such limit on the number of withdrawals per month. The withdrawal process is further subject to the security and compliance protocols outlined by the Prevention of Money Laundering Act, 2002 (PMLA) and related regulations.

Payment Refunds to User

Refunds to the user's Civilbook Wallet or linked bank account may be initiated in the following situations:

1. User Cancellation:

  1. If a user cancels an appointment where an in-app payment was made, refunds will be processed in accordance with the Appointment Cancellation Policy (point 5) and any specific terms related to the repair service. 
  2. Partial refunds or cancellation fees may apply depending on the timing of the cancellation and the Service Provider's policy.

2. Provider Not Completing the Service:

If a Service Provider fails to complete the agreed-upon service after an in-app payment has been made and the amount frozen, and after reasonable efforts to resolve the issue with the Service Provider have failed, the user may be eligible for a full or partial refund.

3. User Complaints and Issue Resolution:

  1. In cases where users raise complaints regarding a service (e.g., quality issues, incomplete work), Civilbook's support team will mediate to resolve the issues.
  2. If a resolution involves a refund or partial payment adjustment, the amount will be processed back to the user's Civilbook Wallet or linked bank account as deemed appropriate by Civilbook.

4. Partial Payment Settlements:

In instances of partial service delivery or mutually agreed-upon adjustments, Civilbook may facilitate partial payment settlements, with the remaining portion refunded to the user's wallet or linked bank account.All refunds will be processed in accordance with Civilbook's internal policies and applicable Indian financial regulations. Refund processing times may vary depending on the payment method and bank processing times.

Indian Legal Compliance:

  1. This app is governed by and construed in accordance with the laws of India. The Consumer Protection Act, 2019, applies to service providers on this platform.
  2. The Information Technology Act, 2000, is applicable to any data related issues. Article 19(1)(g) of the Indian constitution protects the rights of providers to conduct business on this platform.
  3. All GST related actions will be conducted under the guidelines of the Indian GST act. The Indian Copyright Act, 1957, applies to user-generated content.
  4. The Reserve Bank of India (RBI) and applicable Indian financial regulations. (Eg : Razorpay, Banks etc.,)

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