Terms & Conditions

By creating an account, selecting an acceptance checkbox, placing a booking, making a payment, accessing any authenticated feature, or otherwise using the Platform, you confirm that you have read, understood and accepted these Terms. The contract is concluded electronically and does not require a physical signature.

You must not use the Platform if you do not agree to these Terms. Where you book for another person, a household, an employer or another organisation, you represent that you have authority to act for them, that you will communicate all relevant service and safety information to them, and that they will comply with these Terms.

Nothing in these Terms excludes, restricts or overrides any right or remedy that cannot lawfully be excluded, including rights under the Consumer Protection Act, 2019 and rules made under it.

You must be at least eighteen (18) years old and legally competent to enter into a contract under Indian law. A person under eighteen may receive a service only where the booking is placed and supervised by a parent or lawful guardian, and may not independently create an account or provide consent on the Platform.

You must provide complete, current and accurate registration and booking information, including your name, verified mobile number, service address, access instructions and payment details. You must promptly update information that changes.

You are responsible for keeping login credentials, one-time passwords and devices secure. You must notify us immediately of suspected unauthorised use. Unless caused by our failure to use reasonable security measures, you are responsible for activity conducted through your account before we receive and act on your notice.

One person may not maintain multiple accounts to misuse offers, evade restrictions, manipulate ratings, or avoid amounts due. We may require identity verification, device verification, payment verification or additional information where reasonably necessary for safety, fraud prevention or legal compliance.

DOORO is a technology-enabled home-services company. When a Customer books a service through the Platform, the contract for the booked service is between the Customer and DOORO. DOORO is the supplier and service provider responsible for arranging and delivering the service through cleaners, supervisors, technicians or other workers employed by DOORO and compensated through salary and, where applicable, lawful attendance or performance incentives (collectively, 'Service Personnel'). Services may include cleaning, housekeeping, kitchen assistance, repairs, beauty and wellness services, appliance or air-conditioning servicing, maintenance and other categories displayed on the Platform (collectively, 'Services').

DOORO controls booking acceptance, customer pricing, personnel assignment, work schedules, service scope, training, uniforms, tools, safety procedures, supervision, quality control, invoicing, customer support and complaint resolution. Service Personnel do not independently set customer prices, sell the booked Service in their personal capacity, or enter into a separate service contract with the Customer.

Service Personnel remain employees or authorised personnel of DOORO and do not become employees, agents, domestic workers, partners or representatives of the Customer merely because they enter or work at the service location. The Customer may give reasonable instructions relating to the confirmed scope, access and property, but must not require work outside the booking, control employment matters, or require unlawful or unsafe conduct. Service Personnel may communicate operational information but cannot bind DOORO, approve a refund, vary a material price or accept additional work unless the change is confirmed through the Platform or authorised support.

DOORO may verify identity and credentials, conduct lawful background checks, and train, equip and supervise Service Personnel. These measures reduce risk but cannot eliminate every risk. Customers must exercise reasonable care, secure valuables and promptly report conduct that appears unsafe, unlawful or inconsistent with the booking.

The Platform may offer:

(a) Instant Services requested for performance as soon as a Professional is available;

(b) Scheduled Services booked for a future date and time;

(c) Recurring or Subscription Services arranged at repeated intervals;

(d) service packages, memberships, bundles or prepaid plans; and (e) any additional format displayed from time to time.

Service availability depends on location, time, Professional supply, service complexity, access conditions, weather, traffic, holidays, safety considerations and other operational factors. A displayed time slot, estimated arrival time or completion duration is an estimate and not an absolute guarantee.

We may add, remove, restrict, pause or modify service categories, service areas, features, prices or operating hours. A change will not ordinarily affect a booking already confirmed unless required for safety, law, force majeure, Professional unavailability or another reasonable operational reason. In that case, we will offer the remedies stated in the Cancellation and Refund Policy.

A request is not confirmed until the Platform issues a booking confirmation. A payment authorisation, pending debit or request acknowledgement does not by itself mean that a Professional has been assigned or that the booking has been confirmed.

You must select the correct service, disclose the property type, number of rooms or appliances, condition of the service area, required tasks, material requirements, parking or access restrictions, pets, hazards and any other fact reasonably relevant to performance. A materially inaccurate description may result in revised pricing, reduced scope, delay, rescheduling or cancellation.

The Platform may use automated systems to match Professionals based on location, availability, skill tags, service history, ratings, safety or quality indicators, and operational efficiency. Matching is a facilitation function and not a promise that a particular Professional will be available.

If an assigned Professional becomes unavailable, we may assign a replacement, propose a new time, provide service credit, or cancel and refund the booking in accordance with the Cancellation and Refund Policy.

You must ensure safe, lawful and timely access to the service location and obtain any entry permission, gate pass, lift booking, parking approval, building-management consent or other authorisation needed for the Professional to enter and work.

You must provide accurate directions, a working contact number and a responsible adult who can grant access and make necessary decisions. Waiting time caused by unavailable access, security procedures, incorrect directions or an absent Customer may be chargeable or treated as a late cancellation or no-show.

You must disclose, before arrival, any known hazard or condition that could affect health, safety or performance, including aggressive pets, contagious illness, pests, exposed wiring, gas leaks, water leakage, structural instability, hazardous chemicals, biohazards, sharp objects, unsafe ladders, restricted areas, or fragile and deteriorated surfaces.

You must provide utilities and conditions reasonably needed for the selected service, such as electricity, running water, ventilation and safe working space, unless the service description expressly says otherwise.

Before service begins, secure cash, jewellery, documents, medication, electronics, keys, weapons, confidential records, sentimental items and other valuables. Inform the Professional about fragile surfaces or articles. DOORO and Professionals are not responsible for pre-existing damage, ordinary wear and tear, concealed defects, or damage that results from inaccurate instructions or a failure to disclose fragility, except to the extent liability cannot lawfully be excluded.

You must treat Professionals with dignity and respect. Harassment, discrimination, intimidation, abusive language, sexual misconduct, threats, violence, forced labour, unlawful surveillance, unsafe requests and any conduct that could endanger a Professional are strictly prohibited.

A quoted price applies only to the selected scope and the information provided at booking. If the actual condition, quantity, appliance type, required time or requested tasks materially differ, Service Personnel may report the difference and DOORO may propose a revised price, additional time or different service through the Platform or authorised support. No material additional charge will be imposed without your approval, except a charge already disclosed for waiting, access failure, parking, taxes or another objective condition stated at booking.

Service Personnel may decline or stop tasks that are outside the booked category, illegal, unsafe, technically unsuitable, not covered by their training, tools or credentials, or likely to damage property. Any material scope or price change must be confirmed by DOORO.

Consumables, parts and replacement materials are included only when the service description says so. Where parts or materials must be purchased, you must approve the estimated cost. Receipts may be provided where reasonably available. Manufacturer warranties, if any, remain subject to the manufacturer’s terms.

The Platform will display the estimated or fixed price before confirmation. Fees may include the Professional’s service charge, convenience or platform fee, safety or assurance fee, subscription fee, taxes, consumables, parking, waiting time, add-ons, surge or peak pricing, and any other amount clearly disclosed before payment.

Prices may vary by city, service area, time, demand, duration, complexity, Professional category, property condition, materials and other marketplace factors. Dynamic or algorithmic pricing may be used. The final payable amount will be shown before you approve the booking or any approved change.

All applicable taxes, including GST, will be charged as required by law. A tax invoice, credit note or debit note will be issued or made available in accordance with applicable tax requirements.

We may correct obvious typographical, technical or system pricing errors. If an error affects a confirmed booking, we will notify you and allow you to accept the corrected price or cancel for a full refund before service begins.

You authorise DOORO and its payment-service providers to charge the selected payment method for confirmed bookings, approved add-ons, cancellation charges, waiting charges, taxes, tips and other amounts properly due under these Terms.

Payment methods may include cards, UPI, net banking, supported wallets, Apple Pay, Google Pay or other methods displayed on the Platform. Payment processing is also subject to the payment processor’s terms and privacy practices. DOORO does not store complete card credentials where payment processors tokenize or independently process them.

A failed, reversed or disputed payment does not remove your obligation to pay a valid charge. We may retry an authorised payment, request another payment method, suspend the account, set off lawful credits, or recover reasonable costs arising from a wrongful chargeback.

All payments for Platform-booked Pro Services must be made through the Platform unless the Platform expressly permits another method. Off-platform payment or solicitation may result in loss of support, refund or assurance benefits and may lead to account suspension. DOORO is not responsible for off-platform arrangements.

The Platform may show service credits, promotional credits, refunds, gift credits or an advance customer ledger balance (collectively, 'Credits'). Credits are not a bank deposit, savings account, regulated payment wallet or prepaid payment instrument unless expressly stated and lawfully issued through an authorised provider.

Credits may be subject to validity periods, service or location restrictions, maximum balances, non-transferability and other conditions displayed when issued. Promotional Credits have no cash value and are generally restored only as Credits when a qualifying booking is cancelled.

Cash-purchased Credits will be refunded where required by law or where the applicable offer expressly permits. Expiry, forfeiture and refund rules will be applied subject to consumer law and any mandatory payment regulation.

A recurring plan may renew automatically only where the Platform clearly discloses the renewal frequency, price, cancellation method and applicable mandate or payment authorisation. You may cancel future renewal through the Platform or support channel. Cancellation will not ordinarily reverse a period already used, but unused future sessions will be handled under the Cancellation and Refund Policy.

Plan benefits, session limits, carry-forward rules, pause rights, geographic limits and validity periods will be displayed before purchase. Unless expressly stated, unused benefits do not roll over after expiry.

We may change a subscription price or benefit for future renewal periods by giving reasonable advance notice. You may cancel before the change takes effect.

Cancellations, rescheduling, no-shows, Professional non-availability, quality complaints and refund processing are governed by the DOORO Cancellation and Refund Policy, which forms part of these Terms.

A cancellation charge is intended to reasonably compensate for Professional time, travel, blocked availability, payment costs and operational loss. It is not intended as a penalty and will not apply where prohibited by law.

Refund eligibility may depend on the service type, the time of cancellation, whether a Professional was assigned or dispatched, whether access was available, whether work began, and the cause of non-performance. Mandatory consumer remedies remain unaffected.

You should inspect the service when reasonably possible and report a service-quality concern through in-app support or email at help@withdooro.com as soon as possible, ordinarily within twenty-four (24) hours after completion. Property damage, safety incidents, suspected theft, harassment or personal injury should be reported immediately and no later than twenty-four (24) hours, except where a longer period is required by law or reasonably justified.

Provide the booking ID, a clear description, relevant photographs or video, invoices or repair estimates, and any other information reasonably necessary to investigate. You must preserve affected items and avoid repairs that would prevent inspection, except emergency action needed to prevent further damage or injury.

Depending on the circumstances, DOORO may facilitate re-service, assign another Professional, issue a partial or full refund, provide Credits, assist communication, or deny a claim that is unsupported, late without reasonable explanation, caused by pre-existing conditions, or outside the booked scope.

A service rating or support decision is not a judicial determination and does not limit any non-waivable legal right.

The Platform is not an emergency-response service. Do not use it for fire, gas leaks, electrical emergencies, medical emergencies, criminal incidents or any situation requiring police, fire, ambulance or another emergency authority.

Customers must not request unlawful activity; work requiring a licence or permit the Professional does not hold; handling of hazardous, explosive, toxic or illegal material; high-risk work at height without proper equipment; entry into prohibited areas; or any task reasonably likely to cause injury or serious property damage.

Service Personnel may stop work and leave if conditions are unsafe, abusive, unlawful, materially different from those disclosed, or incompatible with required safety procedures. The booking will be reviewed under the Cancellation and Refund Policy based on responsibility for the unsafe condition.

You consent to receive transactional calls, SMS, WhatsApp messages, email, push notifications and in-app messages necessary for registration, verification, bookings, Professional arrival, payments, safety, support and policy updates. Transactional communications may continue even if you opt out of promotional marketing.

Where available, the Platform may use number masking, chat relay, call recording or support recording for safety, fraud prevention, dispute resolution, training and service quality, subject to applicable notice and consent requirements. You must not circumvent masking to solicit off-platform services or misuse another person’s contact information.

Marketing communications will be sent in accordance with applicable law and your preferences. You may opt out using the provided method, though it may take a reasonable period to update all systems.

Promotions are subject to their stated eligibility, expiry, minimum spend, service area, service category, account and usage limits. Unless expressly allowed, offers cannot be combined, transferred, sold, redeemed for cash or applied retrospectively.

We may withhold or reverse a benefit obtained through duplicate accounts, misleading referrals, payment reversal, automated abuse, collusion, fraud or a material violation of offer terms. We will not withdraw a benefit already lawfully earned without a reasonable basis.

The Platform may allow you to submit ratings, reviews, photos, videos, service instructions, messages and other content ('User Content'). You remain responsible for User Content and must have the necessary rights and consents to submit it.

User Content must be truthful, relevant, lawful and respectful. It must not be defamatory, threatening, discriminatory, sexually explicit, invasive of privacy, misleading, infringing, malicious, commercially soliciting, or designed to manipulate ratings.

You grant DOORO a worldwide, non-exclusive, royalty-free, sublicensable licence to host, store, reproduce, adapt, translate, moderate, analyse, display and use User Content to operate, improve, secure and promote the Platform, subject to the Privacy Policy and applicable law. This licence ends for personal data when deletion is required, but may continue for anonymised content, legal records and content already lawfully used in published materials where withdrawal is not reasonably practicable.

We may remove or restrict content that violates these Terms, law, a valid authority order, another person’s rights, or Platform integrity. We do not undertake to pre-screen every item.

You must not: (a) misuse the Platform; (b) impersonate another person; (c) submit false information; (d) scrape, crawl, reverse engineer or interfere with the Platform except as permitted by law; (e) introduce malware; (f) bypass security or access controls; (g) manipulate pricing, matching, reviews or promotions; (h) harass or discriminate against Professionals or staff; (i) solicit off-platform transactions; (j) infringe intellectual property or privacy rights; (k) use the Platform for unlawful commercial resale; or (l) assist another person in doing any of these things.

We may investigate suspected misuse, preserve relevant records, cooperate with lawful authorities, restrict features, cancel bookings or suspend an account. Where appropriate and lawful, we will give notice and an opportunity to respond.

The Platform, software, brand, logos, interface, designs, databases, text, graphics and other materials are owned by or licensed to DOORO and protected by applicable intellectual-property law. Subject to these Terms, we grant you a limited, personal, revocable, non-exclusive, non-transferable licence to use the Platform for lawful personal booking purposes.

You may not copy, distribute, sell, rent, sublicense, publicly display, create derivative works from, decompile or exploit the Platform or its content except as expressly permitted by law or written authorisation.

Suggestions and product feedback may be used by DOORO without restriction or compensation, provided we do not publicly identify you without permission.

The Platform may rely on maps, communications, cloud hosting, analytics, identity verification, payment processing, app stores and other third-party services. Their own terms and privacy policies may apply. DOORO is not responsible for a third party’s independent service, outage, content or conduct, but remains responsible for obligations that applicable law places on DOORO.

Links do not imply endorsement. You should review third-party terms before using an external service.

Personal data is processed in accordance with the DOORO Privacy Policy and Cookie Policy. Those policies explain categories of data, purposes, sharing, retention, security, rights, consent choices and grievance channels.

You must not collect, record, publish or misuse a Professional’s personal data. Any CCTV, audio or video recording at the service location must comply with applicable law, be limited to legitimate safety or security purposes, and must not be placed in private areas. Where required, you must provide clear notice and obtain consent.

You may stop using the Platform and request account deletion, subject to retention required for transactions, tax, fraud prevention, safety, legal claims and other lawful purposes.

We may suspend, restrict or terminate access where reasonably necessary because of a material breach, non-payment, safety risk, fraud, unlawful conduct, repeated abusive cancellations, harassment, misuse of Professionals’ data, regulatory direction, or a risk to Platform integrity. In non-urgent cases, we will ordinarily provide notice and a reasonable opportunity to respond.

Termination does not cancel amounts already due, confirmed bookings unless separately cancelled, or provisions intended to survive, including payment, intellectual property, confidentiality, liability, dispute resolution and record-retention provisions.

The Platform is provided on an 'as available' basis. To the fullest extent permitted by law, DOORO does not guarantee uninterrupted availability, a particular Professional, exact arrival or completion times, or a result beyond the scope expressly stated in a service description.

DOORO does not disclaim responsibility for its own fraud, wilful misconduct, gross negligence, breach of a non-waivable statutory duty, or any liability that law does not permit to be excluded.

Advice, estimates or service information on the Platform is general and does not replace a qualified inspection where a regulated, structural, medical, electrical, legal or other specialist assessment is required.

Subject to non-waivable consumer rights, neither party will be liable for indirect, incidental, special, exemplary or consequential loss that was not reasonably foreseeable at the time of contract, including loss of profit, business opportunity or data, except where such exclusion is prohibited by law.

For a claim arising from a particular booking, DOORO’s aggregate contractual liability will ordinarily not exceed the greater of: (a) the amount paid for that booking; or (b) INR 10,000, except for liability that cannot lawfully be limited, an express assurance or insurance benefit with a different stated limit, or loss caused by DOORO’s fraud, wilful misconduct or gross negligence.

The limitation does not prevent you from seeking an available remedy against the Professional responsible for the Pro Service or exercising rights before a consumer commission or other competent authority.

To the extent permitted by law, you will indemnify DOORO, its affiliates and personnel against third-party claims, losses and reasonable costs arising from your unlawful conduct, unsafe premises, infringement of another person’s rights, misuse of the Platform, false information, or material breach of these Terms. This obligation does not apply to the extent a claim was caused by DOORO’s own breach, negligence or unlawful conduct.

DOORO will provide reasonable notice of an indemnified claim and will not settle a claim in a manner that admits wrongdoing by you or imposes a non-monetary obligation on you without your consent, which will not be unreasonably withheld.

A party is not liable for delay or failure caused by an event beyond reasonable control, including severe weather, flood, earthquake, epidemic, civil disorder, war, government restriction, transport disruption, widespread utility or telecom failure, cyberattack not caused by inadequate reasonable safeguards, or failure of a critical third-party system.

The affected party must take reasonable steps to reduce impact. Where a booking cannot be performed, cancellation and refund rights will be determined under the Cancellation and Refund Policy and applicable law.

We may update these Terms to reflect legal, regulatory, security, operational or service changes. The updated version will state its effective date. Material changes will be notified by a reasonable method before they take effect where required by law.

Changes will not retroactively reduce an accrued refund or consumer right. Continued use after the effective date constitutes acceptance where permitted by law. If you do not accept a material change, you may stop using the Platform and cancel future renewal commitments without a penalty that is attributable solely to the change.

These Terms are governed by the laws of India.

Before starting formal proceedings, the parties should first attempt good-faith resolution through DOORO Support and the Grievance Redressal Team using the support email or Platform chat. This does not prevent urgent interim relief or a complaint to a consumer authority.

Consumer disputes: Nothing in these Terms limits the right of an eligible consumer to approach a District, State or National Consumer Disputes Redressal Commission, the Central Consumer Protection Authority, National Consumer Helpline, or another authority having jurisdiction under applicable law.

Non-consumer commercial disputes: A dispute not eligible to be pursued as a consumer dispute and not resolved within thirty (30) days after written notice will be referred to a sole arbitrator mutually appointed by the parties under the Arbitration and Conciliation Act, 1996. If the parties do not agree on the arbitrator within thirty (30) days, either party may request appointment by the competent court under Section 11 of that Act. The seat and venue will be Ahmedabad, Gujarat; proceedings will be in English; and the award will be reasoned. Each party will bear its own legal costs, and arbitral costs will be allocated by the tribunal in accordance with law.

Subject to the consumer-rights and arbitration provisions above, courts at Ahmedabad, Gujarat will have jurisdiction.

Email support and grievances: help@withdooro.com

General and legal notices by email: info@withdooro.com

Chat support: Use the DOORO in-app or website support chat.

Requests may be submitted through email or Platform chat at any time.

Support responses are ordinarily provided Monday to Friday, 9:00 a.m. to 6:00 p.m. Indian Standard Time, excluding public holidays.

We aim to acknowledge consumer complaints within forty-eight (48) hours and resolve them within one (1) month or any shorter period required by applicable law. Please include your booking ID, account mobile number, issue, requested resolution and supporting material.

Electronic records and Platform logs may be used as evidence, subject to applicable law and your right to challenge accuracy.

If a provision is invalid or unenforceable, it will be modified to the minimum extent necessary and the remaining provisions will continue.

A delay in enforcing a right is not a waiver. You may not assign your account or these Terms without written consent. DOORO may assign these Terms to an affiliate or successor in connection with a bona fide restructuring, merger, financing or sale, subject to applicable law and continued protection of your rights.

These Terms and incorporated policies are the entire agreement concerning the Platform and supersede prior representations on the same subject, but do not exclude an express written promise made in a confirmed booking or mandatory legal right.

Headings aid readability and do not alter meaning. Words such as 'including' mean 'including without limitation'. The singular includes the plural where context requires.