Terms of Service

Last updated: April 26, 2026

These Terms of Service ("Terms") govern your access to and use of FixGrid ("FixGrid", "we", "us", "our"), including our website www.fixgrid.in, our Customer mobile application, our Engineer mobile application, and any related services (collectively, the "Services").

FixGrid is operated by Pawan Kumar, a sole proprietorship registered as a Micro Enterprise under the Udyam Registration scheme of the Government of India.

By creating an account, booking a service, or accepting a job through FixGrid, you agree to be bound by these Terms. If you do not agree, do not use the Services.

1. Nature of Service — Marketplace, Not Employer

FixGrid is a technology platform that connects independent service professionals ("Engineers") with users seeking home and business services ("Customers"). FixGrid is not the provider of the underlying services. Engineers are independent contractors and are not employees, agents, or partners of FixGrid.

FixGrid does not warrant the work performed by Engineers but offers a structured rating, dispute, and refund mechanism to maintain quality.

2. Eligibility

To use the Services you must:

• Be at least 18 years old
• Have legal capacity to enter into a binding contract under Indian law
• Provide accurate, current, and complete registration information
• For Engineers — successfully complete KYC verification, including Aadhaar and PAN check

3. Accounts & Authentication

You are responsible for maintaining the confidentiality of your account credentials. OTPs sent via WhatsApp or SMS are personal — do not share them. We are not liable for losses resulting from your failure to safeguard your account.

You may have only one account per phone number. Creating duplicate accounts may result in suspension.

4. Bookings & Engineer Acceptance

When a Customer creates a booking:

1. FixGrid broadcasts the job to nearby Engineers based on service category, zone, and skill match
2. Engineers may accept or decline jobs at their discretion
3. An accepted job constitutes a service contract between the Customer and the Engineer; FixGrid acts as facilitator
4. If no Engineer accepts within the broadcast window, the booking expires and the Customer is notified

5. Pricing, Visit Charges & Payments

Visit charge: a base inspection fee (configurable in admin settings, currently per-km based) is billed to the Customer the moment an Engineer arrives at the service location and confirms presence via OTP. The visit charge is payable even if the Customer declines further work.

Service charges: calculated based on actual work performed, parts used, and the Engineer's quotation accepted by the Customer.

Payment methods: UPI, debit/credit cards, net-banking, wallets (via Razorpay), or cash. Cash payments must be confirmed in-app by both parties.

Platform fee: FixGrid retains a percentage of each transaction as a platform fee. The exact percentage is disclosed in the Engineer's wallet ledger.

GST: GST is currently not charged as the proprietorship operates below the threshold. This may change with future regulatory updates and will be reflected on invoices.

6. Cancellation & Rescheduling

• Customer cancels before engineer accepts: free
• Customer cancels after engineer accepts but before arrival: visit charge may be levied at FixGrid's discretion
• Customer cancels after engineer has arrived: full visit charge applies
• Engineer cancels after acceptance: Engineer's quality rating may be reduced; repeated cancellations lead to suspension
• FixGrid cancels (system error, force majeure): any pre-paid amount is fully refunded within 5 working days

Refer to our separate Refund Policy for processing timelines and method-specific reversal rules.

7. Engineer Obligations

Engineers agree to:

• Provide truthful KYC information and update it when changed
• Carry valid identification when visiting customers
• Behave professionally — no harassment, discrimination, intoxication, or unauthorized soliciting
• Use only genuine spare parts; provide bills for parts charged to customers
• Honour quotes given to customers; renegotiate transparently if scope changes
• Maintain a minimum quality rating (currently 3.5/5 averaged over last 30 jobs) — repeated drops below threshold may result in suspension
• Settle wallet balance and respond to disputes within 7 days

8. Customer Obligations

Customers agree to:

• Provide accurate service addresses and accessible premises
• Be present (or have an authorized adult present) when an Engineer arrives
• Not engage Engineers off-platform to circumvent visit/platform fees (this constitutes a breach and may result in account suspension)
• Pay agreed amounts promptly
• Treat Engineers with respect — no discrimination, harassment, or unsafe environments
• Raise quality concerns through the in-app dispute mechanism rather than withholding payment

9. Disputes & Grievance Redressal

For disputes between Customers and Engineers, FixGrid provides a structured resolution path:

1. Either party may raise a dispute within 72 hours of job completion via the app
2. FixGrid's support team reviews evidence (photos, chat logs, ratings) within 5 working days
3. The decision (refund, partial refund, no refund, or rebooking) is final and binding for transactions under ₹10,000
4. For larger amounts or unresolved cases, parties may escalate to the Grievance Officer (Section 17)

10. Prohibited Conduct

You may not:

• Use the Services for unlawful purposes or in violation of any law
• Impersonate another person or entity
• Interfere with the security or operation of the Services (scraping, reverse-engineering, injecting malware)
• Use the platform to solicit alternative work, advertise unrelated products, or recruit Engineers/Customers off-platform
• Submit false ratings, fake disputes, or manipulate the matching system
• Re-sell or redistribute access to your account

11. Intellectual Property

All content on the Services — including the FixGrid name and logo, software, designs, and text — is owned by Pawan Kumar (proprietor of FixGrid) or licensed to us. You receive a limited, non-exclusive, non-transferable license to use the Services solely for the purpose stated in these Terms. You may not copy, modify, or create derivative works without prior written consent.

12. Limitation of Liability

To the maximum extent permitted by law:

• FixGrid is not liable for the conduct, work quality, damage caused, or any acts/omissions of independent Engineers
• FixGrid's total liability for any claim arising out of or relating to the Services is capped at the platform fees you paid us in the 6 months preceding the claim
• FixGrid is not liable for indirect, incidental, consequential, or punitive damages
• FixGrid is not liable for service interruptions due to force majeure (natural disasters, network outages, government action, pandemics)

13. Indemnity

You agree to defend, indemnify, and hold harmless FixGrid and its proprietor from any claim, loss, liability, or expense (including reasonable legal fees) arising out of: (a) your breach of these Terms, (b) your violation of any law, (c) your violation of any third-party right, or (d) any dispute between you and another user.

14. Termination

You may delete your account at any time from the app's profile section. We may suspend or terminate your account for breach of these Terms, fraudulent activity, repeated low ratings, or extended inactivity (12+ months). Upon termination, sections 11–15 survive.

15. Governing Law & Jurisdiction

These Terms are governed by the laws of India. The courts at the principal place of business of the proprietor in India shall have exclusive jurisdiction over any disputes, subject to the dispute resolution mechanism in Section 9.

16. Changes to These Terms

We may update these Terms from time to time. Material changes will be notified via in-app banner or push notification at least 7 days before they take effect. Continued use of the Services after changes constitute acceptance.

17. Contact

FixGrid (proprietor: Pawan Kumar)
Email: support@fixgrid.in
Phone: +917982733201
Website: www.fixgrid.in