Terms of Service

1. About Townly

Townly is a product of Zervivo App Private Limited, a private limited company incorporated in India with its registered office at No. 15, CLC Works Road, Chromepet, Nemilichery, Tambaram, Kanchipuram 600044, Tamil Nadu (“Townly”, “we”, “us”).

Townly is an online marketplace. It connects customers with independent local service professionals (“Pros”) and lets local shops and providers publish offers (“Deals”). Under the Information Technology Act, 2000, Townly is an intermediary, and under the Consumer Protection (E-Commerce) Rules, 2020, a marketplace e-commerce entity.

Pros and shops are independent businesses. They are not employees, agents or partners of Townly. The contract for a service is between you and the Pro, and the contract for a Deal is between you and the shop. Townly provides the platform, takes payments on their behalf and helps resolve problems.

2. Your account

• You must be at least 18 years old and able to enter into a contract under the Indian Contract Act, 1872.
• You must give accurate information, including a working Indian phone number, and keep it up to date.
• You are responsible for everything that happens under your account. Keep your login details private and tell us right away if you think someone else has accessed your account.
• One person may hold one profile. You can switch between customer and Pro modes from that same profile.

3. Booking services

Before you book, the app shows the Pro’s name, rating, the service description and the total price. When you book, you are making a request to that Pro. The booking is confirmed once the Pro accepts it and you receive a confirmation in the app.

You agree to give the Pro safe access to the service address at the booked time and to describe the job accurately. If the job turns out to be materially different from what was booked, the Pro may propose a new price, which you can accept or decline in the app.

Pros may refuse or stop a job if they reasonably believe the conditions are unsafe, or if they are treated abusively.

4. Prices and payments

• Prices are shown in Indian Rupees (₹) and include GST and other applicable taxes unless stated otherwise.
• You will see the full price, including any Townly convenience fee, before you confirm a booking. Extra work or materials need your approval in the app before they are added.
• Payments are processed by RBI-authorised payment partners. Townly does not store your full card or UPI details.
• Townly collects payment on behalf of the Pro or shop and passes it on to them after deducting our fees.
• Promo codes and Deals have their own conditions, such as expiry dates and minimum order values, shown in the app. They cannot be exchanged for cash.

5. Cancellations, rescheduling and refunds

• You can reschedule or cancel a booking from the Bookings tab. A cancellation fee may apply if you cancel close to the booked time or after the Pro is on the way. Any fee is shown before you confirm the cancellation.
• If a Pro cancels or doesn’t show up, you get a full refund of any amount paid for that booking.
• If you are unhappy with a completed service, report it in the app within 48 hours. We will review it and may arrange a redo, or a full or partial refund.
• Approved refunds go back to the original payment method within 7 working days. Your bank may take a few more days to show the credit.

6. Damage, loss and safety

If your property is damaged or something goes missing during a job, report it in the app within 48 hours with photos or other details. We will investigate with the Pro and help you reach a resolution. The Pro is responsible for loss or damage they cause.

In an emergency, contact the police or emergency services (112) first, then tell us.

7. Deals from local shops

Each Deal shows the name of the shop offering it. The shop is the seller and is responsible for honouring the Deal and for the quality, safety and legality of its products and services.

We check Deals before they go live but can’t guarantee availability. A Deal may end early if the shop runs out of stock or capacity.

8. Terms for Pros

If you use Townly in Pro mode, you also agree that:

• You work as an independent contractor, choose which jobs to accept and set your own hours.
• You hold any licences, qualifications and insurance needed for the services you offer.
• You consent to identity verification and a background check before your first job, and to repeat checks from time to time.
• You will do the work professionally, safely, on time and as described in the booking.
• Townly charges a service fee on each completed job. The current fee is shown in the app before you accept a job.
• You are responsible for your own income tax and, where applicable, GST registration. Townly will deduct tax at source (TDS) where the Income-tax Act, 1961 requires it, including under section 194-O, and issue the related certificates.
• Payouts are sent to your registered bank account on the schedule shown in the Earnings tab.

9. Acceptable use

When using Townly, you must not post, share or do anything that:

• Belongs to someone else and you have no right to share.
• Is defamatory, obscene, pornographic, invasive of privacy, harassing, or hateful based on gender, religion, caste, race or ethnicity.
• Is harmful to children, or deceives or misleads people, including false reviews or ratings.
• Infringes any patent, trademark, copyright or other intellectual property.
• Impersonates another person, or contains viruses or other harmful code.
• Threatens the unity, integrity, defence, security or sovereignty of India, public order, or friendly relations with other countries.
• Breaks any law in force in India.

You also must not arrange to pay outside the app for a job found through Townly to avoid fees, or try to disrupt, scrape, copy or reverse-engineer the app. We may remove content and suspend accounts that break these rules, and report illegal activity to the authorities.

10. Ratings and reviews

Customers and Pros can rate each other after a job. Reviews must be honest and based on a real booking. We do not edit reviews to change their meaning, and we do not publish paid or fake reviews. We may remove reviews that break these terms.

11. Messages from Townly

By creating an account, you agree that we can contact you by SMS, WhatsApp, email, push notification and phone about your account and bookings. These service messages are part of using Townly.

We send offers and promotions only if you opt in. You can opt out at any time in the app settings, without affecting service messages.

12. Intellectual property

The Townly name, logo, app, website and their content belong to Townly or our licensors. You may use the app for your own personal use only. You may not copy, modify or distribute any part of it without our written permission.

When you post reviews, photos or other content, you keep ownership of it but give Townly a non-exclusive, royalty-free licence to display it on Townly for as long as it stays on the platform.

13. Third-party services

Townly uses services from other companies, such as payment partners and maps. Their own terms apply when you use them, and we are not responsible for their services.

14. Disclaimers and liability

We work hard to keep Townly reliable, but the platform is provided “as is”. We do not guarantee it will always be available or error-free. Pros and shops are responsible for the services and products they provide.

To the extent the law allows, Townly is not liable for indirect or consequential losses. Our total liability for any claim about a booking is limited to the amount you paid for that booking. Nothing in these terms limits liability that cannot be limited under Indian law, or your rights as a consumer under the Consumer Protection Act, 2019.

15. Indemnity

You agree to compensate Townly for losses, claims and reasonable legal costs that arise because you broke these terms or the law, or infringed someone else’s rights while using Townly.

16. Events outside our control

Neither we nor Pros are responsible for delays or failures caused by events outside reasonable control, such as natural disasters, floods, epidemics, strikes, government orders or network outages. If a booking is affected, you can reschedule or cancel it for free.

17. Suspending or closing accounts

You can close your account at any time from the app settings. We may suspend or close an account that breaks these terms, puts others at risk, or is used for fraud. Where reasonable, we will tell you why and give you a chance to respond. Bookings already completed and amounts already owed are not affected.

18. Complaints and Grievance Officer

You can raise a complaint in the app, or contact our Grievance Officer, appointed under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Consumer Protection (E-Commerce) Rules, 2020:

• Name: [Grievance Officer name]
• Designation: Grievance Officer
• Email: grievance@townlyindia.com
• Phone: +91 98765 43210
• Address: Zervivo App Private Limited, No. 15, CLC Works Road, Chromepet, Nemilichery, Tambaram, Kanchipuram 600044, Tamil Nadu

We will acknowledge your complaint within 24 hours and aim to resolve it within 15 days.

19. Governing law and disputes

These terms are governed by the laws of India. Please contact us first so we can try to resolve any dispute quickly.

If it isn’t resolved within 30 days, either side may take it to the courts in Chennai, Tamil Nadu, which will have exclusive jurisdiction. This does not affect your right as a consumer to approach a Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.

20. General

• If any part of these terms is found invalid, the rest stays in force.
• If we don’t enforce a right straight away, we can still enforce it later.
• You may not transfer your account or these terms to anyone else. We may transfer them to a company that takes over Townly’s business, and will tell you if we do.
• We send notices to you through the app or to the email or phone number on your account. You can send notices to us using the details below.
• These terms, together with the Privacy Policy and any offer conditions shown in the app, are the entire agreement between you and Townly about using Townly.

21. Changes to these terms

We may update these terms from time to time. If we make significant changes, we will let you know in the app or by email at least 7 days before they take effect. If you keep using Townly after that, you accept the new terms. The date at the top shows when they were last updated.

22. Contact us

Zervivo App Private Limited, No. 15, CLC Works Road, Chromepet, Nemilichery, Tambaram, Kanchipuram 600044, Tamil Nadu. Email: hello@townlyindia.com. Phone: +91 98765 43210.