Terms of service

Noora Home Services (Noora Home Services — [registered address — to be confirmed]) operates a platform that connects you with independent professionals who provide home services. These terms apply every time you use our website or apps, or book through them.

By placing a booking you accept these terms. If you do not accept them, please do not book.

We are a marketplace. The professional who comes to your home is an independent service provider, not our employee. We verify their identity, set the price, handle your payment, and stand behind the work through the warranty below — but the service itself is performed by them.

This distinction matters for one practical reason: if something goes wrong, raise it with us. We will deal with the professional. You should not have to negotiate with them directly.

• •Every price shown on our platform is inclusive of GST. The figure you agree at checkout is the figure you pay.
• •A professional may not ask you for additional payment at your home for work included in your booking.
• •If the work turns out to need something outside what you booked, the professional will tell you, and any additional item is quoted and added through the app before it is done — never settled in cash at the door.
• •Laundry and dry cleaning are priced again after your items are counted at pickup. You approve the revised figure before we proceed, and you may cancel at no charge if you do not.
• •You may pay online when you book, or after the service, where that option is offered.

• •You may reschedule free of charge up to two hours before your slot.
• •You may cancel free of charge until a professional has started travelling to you.
• •Once a professional is on their way or has arrived, a cancellation fee may apply to cover their time and travel. The amount is shown before you confirm the cancellation.
• •If we cancel — because no professional is available, or for any other reason on our side — you pay nothing, and anything you have already paid is refunded in full.

Most services carry a warranty, shown on the service page and on your invoice — commonly 30 days, and longer for some work. If the work is not right, tell us within that window and we will return and put it right at no further charge.

The warranty covers the work we did. It does not cover a fault elsewhere, damage caused after we left, or normal wear.

If a professional damages your property while performing a booking, tell us within 48 hours with photographs. We will investigate and, where we are responsible, repair or compensate you up to [liability cap — to be confirmed].

We are not liable for loss that we could not reasonably have foreseen, for a pre-existing fault the service did not cause, or for items you were asked to move and did not.

• •Give us an accurate address, including floor, lift and parking details. A professional who cannot reach your door has still given up their slot.
• •Be present, or arrange for an adult to be present, at the time you booked.
• •Provide safe access, water and electricity where the service needs them.
• •Treat the professional with respect. We withdraw service from accounts that do not.

Your account is tied to your mobile number and secured with a one-time code. Keep access to that number secure — anyone who can receive your codes can use your account. Tell us immediately if you lose control of the number.

Ratings and reviews on our platform come from customers who actually booked and paid for the service they are reviewing. We do not publish reviews for bookings that did not happen, and we do not remove a review because it is unflattering. We will remove one that is abusive, that identifies a private individual, or that is not about the service.

We may update these terms. The version that applies to a booking is the version published when you placed it. Material changes are notified in the app before they take effect.

These terms are governed by the laws of India, and the courts at [jurisdiction — to be confirmed] have exclusive jurisdiction.

Before that, please talk to us — most disputes are a misunderstanding about what was included. Our grievance officer is [grievance officer — to be confirmed], contactable at hello@noorahomeservices.com. We acknowledge grievances within 48 hours and aim to resolve them within one month, as required under the Consumer Protection (E-Commerce) Rules 2020.