1. About Gharvy
Gharvy ("we", "us") is an online platform operated by Gharvy, Surat, Gujarat, that connects households ("customers") with independent household helpers ("helpers") for hourly household tasks in our service areas (Vesu, Piplod, City Light, Parle Point, Althan, Bhatar, VIP Road, Ghod Dod Road / Athwa, Adajan, Pal).
Helpers are independent service providers who choose their services, working areas and hours, and may accept or decline any booking. Gharvy sets one standard price so that every customer sees an exact price, verifies helpers, facilitates bookings and payments, and provides customer and helper support.
By creating an account, booking a service or using our website, you agree to these Terms. If you do not agree, please do not use Gharvy.
2. Eligibility
You must be at least 18 years old and able to enter into a binding contract under Indian law. You agree to give accurate information (name, phone number, address) and to keep it up to date. You are responsible for activity on your account.
3. Services
We offer the household tasks listed on our website, such as home cleaning, utensil washing, kitchen and bathroom cleaning, festival deep cleaning and cleanup after small gatherings at home. Each service lists what is included and what is not.
For everyone's safety, helpers do not perform: cooking, childcare, personal care of elderly or sick persons, work at height or on ladders, cleaning of exterior windows or balcony ledges, use of acid-based or hazardous chemicals, or moving heavy furniture.
Unless agreed otherwise, the customer provides normal cleaning materials (broom, mop, detergents, cloths).
4. Bookings
- You choose a service, date, start time and duration (minimum 1 hour).
- We assign a suitable available helper and show you their name, photo and verification status.
- Your booking is confirmed once payment is completed (or, where offered, when we confirm a pay-after-service booking).
- At your door, you share a one-time code (OTP) with the helper. Work time starts when the OTP is entered.
- An adult must be present at the address during the booking.
- You can move a booking to another date or time from your booking page — free, up to the free-cancellation time before the visit, at most twice per booking, at the same price, and only to times a helper is free. After that, or once your helper is on the way, please message us. If your helper cannot make the new time, we find you another verified helper.
- Your helper may ask to come earlier than booked. The time changes only if you tap Accept; the price stays the same, and your cancellation terms move to the new time. Declining, or not answering, changes nothing and costs nothing.
- When your helper sets off, we show an estimated arrival time. It is an estimate based on distance and usual travel times, not a guarantee; traffic and weather can change it. If they are running late we tell you as early as we can.
We aim to fulfil every confirmed booking but cannot guarantee helper availability. If we cannot provide a helper, you receive a full refund.
5. Prices and payments
- The price for each booking is one all-inclusive amount, shown before you confirm. Prices include applicable taxes unless stated otherwise.
- A breakup of the price — your helper's share (their time, and any travel allowance), the platform service fee and any tax — is available before you pay ("Price details") and on your receipt.
- Payments are processed securely by our payment partner (Razorpay). We do not store your card details.
- If work finishes earlier than the booked duration, the booked duration is charged, because the helper reserved that time for you.
- First-booking offer. When we run a launch offer, our service fee is waived for the stated number of hours on your first booking with us; the conditions and any end date are shown with the offer. It applies once per customer (a booking that is cancelled, expires or that we cannot fill does not use it up), it is applied automatically and shown in your price details, and your helper is always paid in full. It cannot be exchanged for cash, and we may end it at any time for new bookings — bookings already made keep their price.
- Coupon codes. A coupon gives the discount and follows the conditions shown with it (for example dates, minimum booking or first booking only). Only one discount applies per booking: if you also qualify for the first-booking offer, you automatically get whichever saves you more. The discount is shown in your price details before you confirm and on your receipt. If a booking is cancelled, expires or we cannot fill it, the coupon can be used again. Coupons have no cash value and we may end a coupon at any time for new bookings; bookings already made keep their price. Discounts never reduce your helper's pay.
- After a visit you may add a tip. It is entirely optional, never pre-selected, and 100% of it goes to your helper; we keep nothing.
- Please do not pay helpers in cash. All payments must go through Gharvy so that both you and the helper are protected.
6. Extra time (extensions)
If more time is needed, extra time can be added in steps of 30 minutes, only when both the helper agrees and you approve it (in the app, by WhatsApp, with an approval code or by calling support). Time that you have not approved is never charged.
7. Cancellations, no-shows and refunds
Cancellation charges, no-show rules and refunds are explained in our Refund & Cancellation Policy, which forms part of these Terms.
8. Your responsibilities
You agree to:
- provide a safe working environment and accurate information about the work;
- treat helpers with dignity and respect — harassment, abuse, discrimination or threats of any kind are not tolerated;
- keep cash, jewellery and other valuables secured during the visit;
- not ask helpers to perform excluded or unsafe tasks;
- not physically search a helper or their belongings — if you have a concern, contact us immediately.
9. Helper safety
A helper may refuse a task or leave a booking at any time if they feel unsafe. In that case, charges apply only for the time worked (minimum 1 hour), and we will review the booking.
10. Hiring a helper directly
If you would like to engage a helper you met through Gharvy on a regular or permanent basis, please contact us. A one-time placement fee may apply.
11. Complaints, damage and incidents
Please report any complaint, damage or missing item within 48 hours of the booking through the app, WhatsApp or our support number. We will:
- acknowledge your complaint and record your account;
- contact the helper for their account;
- review the booking records (arrival time, OTP start, extensions, finish time) and any evidence you share;
- take protective steps where needed, such as pausing a helper's or customer's account while we review;
- inform both parties of the outcome.
We do not provide automatic compensation. Small accidental breakages may be considered for a goodwill payment at our discretion. If you believe a crime has been committed, please report it to the police; we will cooperate fully with any lawful investigation.
12. Ratings
Customers and helpers may rate each other after a booking. Ratings must be honest and must not contain abusive or false content. We may remove ratings that break these rules.
13. Limitation of liability
To the extent permitted by law, Gharvy's total liability for any claim relating to a booking is limited to the amount you paid for that booking. We are not liable for indirect or consequential losses. Nothing in these Terms limits any rights you have under the Consumer Protection Act, 2019 that cannot be limited by contract.
14. Suspension and termination
We may suspend or close accounts that break these Terms, misuse the platform, make repeated false complaints or put others at risk. You may close your account at any time by contacting us.
15. Changes to these Terms
We may update these Terms from time to time. The "Effective from" date at the top shows the latest version. Continued use after an update means you accept the updated Terms.
16. Governing law
These Terms are governed by the laws of India. Courts at Surat, Gujarat have jurisdiction, subject to your rights under consumer protection law.
17. Grievance officer
In accordance with the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology Act, 2000:
- Grievance officer: Pradip Gondaliya
- Email: [email protected]
- Address: Surat, Gujarat
We acknowledge complaints within 48 hours and aim to resolve them within one month.
18. Contact
Gharvy · Surat, Gujarat · [email protected] · +916352324208