1. Scope and Acceptance
1.1These Customer Terms of Use ("Customer Terms") govern the creation and use of a Customer account on Coloneed by a person seeking services through the Platform.
1.2By creating a Customer account, completing OTP verification, using the Platform, creating a Request, or otherwise using Coloneed as a Customer, you agree to these Customer Terms and to the Connection & Transaction Terms applicable when you create or participate in a Request.
1.3Coloneed is a technology platform that enables discovery, matching, communication and connection between Customers and independent Service Providers. Unless expressly stated otherwise for a specific service, Coloneed does not itself perform the underlying service.
2. Eligibility and Account Registration
2.1You must be legally competent to enter into a contract and must use Coloneed only for lawful purposes. A person acting for a household or another adult confirms that they have authority to create the relevant Request.
2.2You must provide a valid mobile number and complete the authentication process prescribed by Coloneed. You are responsible for activity carried out through your account and for keeping access credentials and OTPs secure.
2.3You must provide materially accurate information and promptly correct information that becomes inaccurate.
2.4Coloneed may restrict duplicate, fake, fraudulent, impersonated or otherwise abusive accounts.
3. Customer Profile, Address and Household Information
3.1Coloneed may permit you to save one or more service addresses and stable household details such as property type, BHK band, number of adults, children, senior citizens, pets, cars and bikes. These details are intended to reduce repeated data entry when creating Requests.
3.2You are responsible for keeping saved household information reasonably current. A Request may store a snapshot of the relevant household information used at the time of booking so later profile edits do not alter historical records.
3.3You must disclose temporary or service-specific facts that materially affect the scope or safety of a Request, including unusual access restrictions, hazardous conditions, additional occupants, animals, equipment condition, or work outside the ordinary description of the selected service.
4. Creating a Request
4.1A Request is an invitation to eligible Service Providers to consider the service requirement described by you. Creating a Request does not guarantee that any Service Provider will accept it.
4.2You must describe the required work in good faith and provide sufficient information for an eligible Provider to decide whether to respond.
4.3Any price, salary, market range, service duration or other estimate displayed by Coloneed is indicative unless the Platform expressly labels it as fixed.
4.4The actual service scope, price, salary, parts, consumables, timing and other underlying service terms are agreed directly between you and the selected Service Provider, subject to applicable law.
4.5The Coloneed Connection Fee, if applicable, will be displayed in Indian Rupees before the relevant chargeable event and will be governed by the Connection & Transaction Terms.
5. Direct Service Relationship and Payment
5.1The underlying service relationship is directly between the Customer and the Service Provider. Coloneed is not automatically a party to that service contract merely because the parties connected through the Platform.
5.2Unless Coloneed expressly introduces a different payment product for a specific service, the Customer pays the underlying service amount directly to the Service Provider outside Coloneed.
5.3Coloneed does not collect or settle wages, salary, repair charges, material charges or other consideration payable to the Service Provider under the Phase 1 model.
5.4You should agree the service amount and material / parts responsibility before work begins whenever reasonably possible.
6. Customer Responsibilities and Safe Premises
6.1You must provide a reasonably safe environment for the Provider and disclose known material hazards relevant to the requested work.
6.2You must not ask a Provider to undertake illegal, dangerous or materially different work that was not disclosed in the Request without first obtaining the Provider's agreement.
6.3You are responsible for reasonable supervision of children, vulnerable persons and pets at the premises unless the agreed service itself specifically concerns their care.
6.4You should secure cash, jewellery, sensitive documents, medicines, weapons, access cards and other valuables appropriately before permitting a third party to enter private premises.
6.5You must treat Providers respectfully and must not threaten, assault, unlawfully confine, harass, sexually harass, discriminate unlawfully against, exploit or otherwise abuse a Provider.
6.6You must not retain a Provider's original identity documents, force the Provider to surrender a personal phone, or prevent the Provider from leaving the premises except as permitted by law.
7. Use of Provider Information
7.1Provider profile, contact, identity, location, availability, verification, photograph and other personal information must be used only for legitimate service-related purposes.
7.2You must not publish, sell, scrape, circulate or misuse Provider personal data or verification documents.
7.3Contact or exact address information unlocked after a successful connection must not be used for harassment, surveillance, unsolicited marketing or other unrelated purposes.
8. Verification and Customer Judgment
8.1Coloneed may display verification indicators such as identity, document, police-verification, community-reference, qualification, orientation, skill-assessment or booking-history indicators.
8.2A verification indicator means only that the stated verification step was completed or evidence was reviewed according to Coloneed's applicable process. It is not a guarantee of future behaviour, honesty, safety, competence or service quality.
8.3You remain responsible for using reasonable judgment when selecting a Service Provider and for taking appropriate precautions when allowing an independent person to enter your premises.
9. Ratings, Reviews and Feedback
9.1You may be invited to rate or review a Provider after a genuine interaction. Feedback must be based on your actual experience and must not knowingly be false, defamatory, threatening, discriminatory or privacy-invasive.
9.2Coloneed may moderate or remove reviews that breach Platform rules or applicable law, while preserving legitimate consumer feedback.
9.3Ratings may be used for matching, ranking, reliability measures, safety review and Platform eligibility.
10. Prohibited Conduct
10.1You must not use Coloneed to create fake Requests, manipulate refunds, obtain Provider contact details through sham Requests, abuse promotional balances, impersonate another person, conduct unlawful activity, or interfere with Platform security or matching.
10.2Repeated no-shows, abusive cancellations, fraudulent disputes, harassment, threats, violence, misuse of personal data or deliberate Platform circumvention may result in restriction or suspension.
11. Account Restriction, Suspension and Termination
11.1Coloneed may reasonably restrict, suspend or terminate a Customer account where necessary to address fraud, safety risk, serious misconduct, repeated misuse, legal requirement or material breach of these Customer Terms.
11.2Where appropriate, Coloneed may preserve relevant records, cooperate with lawful requests from authorities, and take proportionate protective action.
12. Platform Availability
12.1Coloneed does not guarantee uninterrupted Platform availability or guaranteed Provider supply. Matching may be affected by internet connectivity, third-party APIs, location services, cloud outages, maintenance, provider availability and other factors beyond reasonable control.
12.2Coloneed is not an emergency-response service. In an emergency, contact the appropriate police, fire, ambulance or other emergency authority directly.
13. Responsibility, Disclaimers and Liability
13.1Subject to applicable law, Coloneed does not assume responsibility merely because a Customer and Provider met through the Platform for independent acts or omissions in their underlying service relationship.
13.2Disputes concerning workmanship, salary, underlying service payment, parts, materials, property damage, theft, personal injury, harassment, misconduct or other acts attributable to the independent Provider or Customer are primarily matters between those parties, without excluding any liability that applicable law imposes directly on Coloneed.
13.3Nothing in these Customer Terms excludes any statutory consumer right or liability that cannot lawfully be excluded or limited.
14. Communications and Notices
14.1You agree to receive transactional communications reasonably required for OTPs, Requests, acceptance, cancellation, refunds, account security, safety, verification, support and legal notices.
14.2Promotional communications will be handled subject to applicable consent and telecom / electronic communications requirements.
15. Privacy
15.1Coloneed will process personal data in accordance with its Privacy Policy and applicable law. The Privacy Policy is incorporated by reference to the extent stated in the Platform.
16. Grievance Redressal
16.1Customers may raise Platform-related grievances through the support and grievance mechanism notified by Coloneed.
16.2Routine automated booking cancellations or balance reversals do not need to become manual grievances unless the automated process fails or the User disputes the result.
17. Governing Law and General Terms
17.1These Customer Terms are governed by the laws of India.
17.2If any provision is held invalid or unenforceable, the remaining provisions will continue to apply to the extent legally permissible.
17.3Coloneed may update these Customer Terms prospectively to reflect changes in the Platform, law, pricing architecture or risk controls. Material changes will be communicated in an appropriate manner where required by law.