Terms of Service

These Terms of Service ("Terms") constitute a legally binding agreement between you ("User", "Customer", or "you") and FTFPL Pvt. Ltd., operating as Giffy ("Company", "we", "us", or "our"), a company incorporated under the laws of India.

By creating an account, submitting a booking request, making a payment, or otherwise using the Giffy platform (website at giffy.in, mobile application, or related services), you confirm that:

• You are at least 18 years of age.
• You have the legal capacity to enter into this agreement.
• You agree to these Terms in full.

Giffy is a technology-enabled home services marketplace that connects Users ("Customers") with independent home cleaning professionals ("Giffy Helpers" or "Partners") operating within residential societies and gated communities.

Giffy is a marketplace platform and not an employer of Giffy Helpers. Helpers are independent service providers. Giffy facilitates the connection, booking, payment processing, and quality assurance — but the service contract for cleaning services is between the Customer and the Helper.

• You must provide accurate and complete information when creating an account.
• You are responsible for maintaining the confidentiality of your account credentials.
• You must immediately notify us of any unauthorized use of your account at support@giffy.in.
• One account per person. Multiple accounts may be suspended without notice.
• Accounts must be registered with your real identity. Anonymous or pseudonymous accounts are not permitted.

4.1 Making a Booking

When you submit a booking request, you are making an offer to purchase the specified cleaning service. The booking is confirmed only when you receive a confirmation notification from Giffy.

4.2 Service Standards

• All Giffy Helpers are background-verified, identity-verified (Aadhaar), and trained before onboarding.
• Services are provided as described on our platform. Specific service details, duration, and inclusions are outlined on the service booking page.
• Helpers will arrive within the confirmed booking slot (within 15 minutes tolerance).

4.3 Customer Obligations

• Provide access to your home at the scheduled time.
• Ensure a safe working environment for the helper.
• Be present or arrange for authorised access for the helper.
• Do not ask helpers to perform services outside the booked scope without re-booking.

5.1 Pricing

All prices displayed on the Giffy platform are in Indian Rupees (INR) and inclusive of applicable GST (Goods and Services Tax). Prices are charged per hour of service as listed, unless a fixed-price package is explicitly specified.

5.2 Payment Processing via Razorpay

All payments are processed through Razorpay (Razorpay Software Private Limited), an RBI-authorised Payment Aggregator and Payment Gateway. By making a payment, you also agree to Razorpay's Terms of Service.

• Accepted payment methods: Credit/Debit Cards (Visa, Mastercard, RuPay), UPI, Net Banking, EMI, and Razorpay wallet.
• Your payment details are entered on Razorpay's PCI DSS Level 1 certified payment interface. Giffy does not store your sensitive payment credentials.
• Transaction charges, if any, will be displayed before payment confirmation.
• International payments are not accepted at this time.

5.3 Failed Payments

If a payment fails, your booking will not be confirmed. For payment disputes, contact Razorpay support or our team at support@giffy.in.

5.4 Invoicing

A GST-compliant invoice will be provided for all completed bookings via email within 24 hours of service completion.

6.1 Cancellation by Customer

• More than 4 hours before service: Full refund to original payment method (3–7 business days for card payments; instant for UPI).
• 2–4 hours before service: 50% refund.
• Less than 2 hours / No-show: No refund. The helper has blocked their schedule and may have already traveled.

6.2 Cancellation by Giffy

If Giffy cancels a booking (due to helper unavailability or other operational issues), you will receive a full refund within 3–5 business days, plus a credit voucher for 10% of the booking value.

6.3 Service Quality Issues

If you are dissatisfied with the quality of service:

• Report within 24 hours of service completion via the app or at support@giffy.in.
• Our quality team will investigate within 48 hours.
• Resolution options: re-service at no charge, partial refund, or full refund — at Giffy's discretion based on investigation findings.

6.4 Refund Processing

Refunds are processed through Razorpay back to the original payment method:

• UPI payments: Instant to same-day.
• Credit/Debit card: 5–7 business days (bank processing time).
• Net banking: 3–5 business days.

Refund timelines are subject to your bank's processing schedule. Giffy is not responsible for delays caused by banks or payment networks.

Giffy may offer weekly, monthly, or annual subscription plans for recurring services. For subscriptions:

• Auto-renewal is enabled by default. You can cancel at any time from your account settings.
• Subscription cancellations take effect at the end of the current billing period.
• No refunds for partial months on subscription cancellations, unless required by law.
• Subscription pricing is subject to change with 30 days notice to subscribers.

You may not use Giffy to:

• Harass, abuse, threaten, or harm Giffy Helpers or staff.
• Request services of an illegal, sexual, or otherwise inappropriate nature from helpers.
• Solicit helpers to work outside the Giffy platform (poaching).
• Provide false information to obtain services or refunds fraudulently.
• Use automated tools (bots, scrapers) to access the platform.
• Attempt to circumvent payment, reverse charge payments fraudulently, or file false chargeback claims.
• Share your account credentials with third parties.

Violation of these prohibitions may result in immediate account suspension, recovery of damages, and/or reporting to law enforcement.

All Giffy Helpers are required to:

• Arrive on time and complete the booked service.
• Maintain professional conduct and dress standards.
• Never accept direct cash payments outside the Giffy platform.
• Respect the customer's home, belongings, and privacy.
• Report damages or accidents immediately through the app.

If a helper violates these standards, please report immediately via the app or at support@giffy.in. We take all complaints seriously.

To the maximum extent permitted by applicable Indian law:

• Giffy's liability for any claim arising from the use of our Services shall not exceed the total amount paid by you for the specific booking giving rise to the claim in the preceding 3 months.
• We are not liable for: indirect, incidental, special, or consequential damages; loss of data; loss of profits; or personal injury resulting from helper misconduct (though we maintain helper accountability protocols).
• We are not liable for delays, cancellations, or service failures due to events beyond our reasonable control (force majeure).

You agree to indemnify and hold harmless Giffy, FTFPL Pvt. Ltd., and their officers, directors, employees, and agents from any claims, damages, losses, liabilities, and expenses (including legal fees) arising from:

• Your violation of these Terms.
• Your use of the Services.
• Any content you submit or actions you take on the platform.
• Your violation of any third-party rights.

The Giffy name, logo, brand identity, website content, app design, and all proprietary technology are owned by FTFPL Pvt. Ltd. and are protected under Indian copyright and trademark law.

You may not reproduce, distribute, modify, create derivative works from, or commercially exploit any part of our platform without prior written consent.

13.1 Governing Law

These Terms are governed by the laws of India, including but not limited to the Indian Contract Act 1872, the Information Technology Act 2000, the Consumer Protection Act 2019, and the DPDP Act 2023.

13.2 Dispute Resolution

In the event of a dispute, we encourage you to first contact our support team at support@giffy.in. Most disputes are resolved within 5 business days.

If a dispute cannot be resolved amicably within 30 days, it shall be referred to binding arbitration under the Arbitration and Conciliation Act, 1996 (as amended). The arbitration shall be conducted in Delhi, India, in English. The arbitral award shall be final and binding.

13.3 Jurisdiction

For matters not subject to arbitration, the courts of Delhi shall have exclusive jurisdiction.

13.4 Consumer Protection

Nothing in these Terms shall limit your statutory rights as a consumer under the Consumer Protection Act, 2019, or any applicable consumer protection laws in India.

We may modify these Terms at any time. Material changes will be communicated via:

• Email notification (for registered users) at least 14 days before the change takes effect.
• In-app notification.
• A prominent notice on giffy.in.

Continued use of our Services after the effective date constitutes your acceptance of the updated Terms.

For any questions about these Terms, please contact:

FTFPL Pvt. Ltd.
Delhi NCR, India
Email: legal@giffy.in
Support: support@giffy.in