Terms of Service

These terms apply when you use the ReliOn apps and website (the Platform). ReliOn stands for Reliable Services On Demand. The Platform is operated by ReliOn, Lakshmi Mills, Papanaickenpalayam, Coimbatore, Tamil Nadu 641037. By using the Platform you agree to these terms.

1. What ReliOn does

ReliOn is a marketplace that connects customers with independent service providers (technicians) for home services. Providers are not our employees. The repair itself is a service between the customer and the provider. We provide the tools for booking, pricing, verification, billing and payment.

2. Who can use ReliOn

• You must be at least 18 years old and have a valid Indian mobile number.
• You sign in with a one-time password (OTP). Keep it private. You are responsible for activity on your account.
• One person can hold both a customer profile and a provider profile.
• You must give accurate information and keep it up to date.

3. Booking a service

• You choose the problem and your address. The price is shown before you send a request.
• You can send a request to up to three nearby technicians. The first to accept gets the job. If nobody accepts within 10 minutes, the request closes.
• A confirmation fee (currently ₹49) is charged when you send a request. It is deducted from your final bill. Refunds are explained in our Refund and Cancellation Policy.
• Once a technician accepts, you can follow them live until they arrive.

4. Prices, bills and payment

• Labour is priced by the job, the distance the technician travels and the time of day. Your quote will not increase because of distance after you send the request. If the technician who accepts is closer, you pay the lower price.
• When the work is done, the technician sends an itemised bill with labour, any parts (with receipt photos), our platform fee and GST. Parts are charged at actual cost.
• You review and approve the bill before you pay. If you do not respond within 15 minutes, a bill priced from our catalogue is treated as approved and payment becomes due. A bill where the technician set the labour amount (for example after a Deep Diagnosis) is never approved automatically.
• If you think a bill is wrong, do not approve it. Contact us and we will look into it.
• Payment is made online in the app through our payment partners. We do not accept cash payments at launch.

5. Providers

• Providers are independent. They are responsible for their own tools, work, conduct and taxes.
• You must submit a government ID, and we may ask for proof of skill later. We may verify these documents. We may reject or suspend a provider who fails verification.
• ReliOn charges providers a service fee on the labour amount, as shown in the app. Earnings are paid to the bank account or UPI ID you register, after the customer pays.
• Providers must reach the customer's address, work safely and honestly, and must not ask for payment outside the app or contact customers outside a booking.
• Providers may cancel only before they arrive, and repeated cancellations or no-shows can lead to suspension.

6. Cancellations and refunds

See our Refund and Cancellation Policy.

7. Ratings and reviews

Customers can rate technicians after a job. Reviews must be honest. We may remove reviews that are abusive, false or unrelated to the service.

8. What you must not do

• Use the Platform for anything illegal, or to harass, threaten or harm anyone.
• Make fake bookings, give false information or misuse another person's account.
• Bypass the Platform to avoid fees, or misuse another person's personal data.
• Interfere with the Platform's security or operation.

9. Suspension and deleting your account

We may suspend or end an account that breaks these terms. You can delete your account, or just your customer or provider profile, in the app. You must finish or cancel any active bookings first.

10. Our responsibility

We take reasonable care to verify providers and run the Platform, but we cannot guarantee the result of any repair. To the extent the law allows, ReliOn is not liable for indirect or consequential losses. Nothing in these terms limits rights you have under Indian consumer law or any liability that cannot be excluded by law.

11. Complaints and disputes

Please write to our grievance officer first: Thanvanth R S,grievance@relion.in. We acknowledge complaints within 48 hours and aim to resolve them within one month. These terms are governed by the laws of India. Courts at Coimbatore, Tamil Nadu have jurisdiction, subject to any rights you have under consumer law.

12. Changes

We may update these terms. We will show the new date above and, for important changes, tell you in the app. If you keep using the Platform after a change, you accept the new terms.

13. Contact

ReliOn, Lakshmi Mills, Papanaickenpalayam, Coimbatore, Tamil Nadu 641037. Email: hello@relion.in.