Our Core Trust & Safety Policy
We believe in a Zero Tolerance Policy. There are absolutely no second chances on our platform for theft, harassment, or intentional misconduct.
Below is a transparent breakdown of exactly how we keep you safe, the risks we proactively fight, and how we handle things if something goes sideways.
1. The Safety Risks We Actively Guard Against
Running a local home-service platform means dealing with real-world interactions. We have carefully mapped out potential risks at three different levels to make sure nothing slips through the cracks:
- On the Customer Side (Your Home): Protecting you from theft, behavioral misconduct, unprofessional language, accidental property damage, or the misuse of your private contact details.
- On the Service Provider Side (Our Workers/Partners): Ensuring our service pros are safe from customer abuse, false accusations, refusal of legitimate payments, or physical injuries while performing heavy-duty tasks.
- On the Merchant/Shop Side: Guaranteeing that local vendors do not supply counterfeit, unsafe, or sub-standard materials for your home repairs.
2. Preventive Steps: What We Do Before Anyone Visits You
We don't wait for things to go wrong. We filter out risks right at the starting line through a strict onboarding and technical setup:
A) Bulletproof Background Verification
- Official Police Verification: Every single professional on our app must clear a local police background check. Anyone with a criminal record or ongoing legal disputes is permanently blocked.
- Physical KYC Checks: We don't just rely on online uploads. We physically verify their government IDs (Aadhaar, PAN) and confirm their permanent residential addresses.
- Soft Skills & Empathy Training: Before their first job, our partners undergo mandatory behavioral training. They are taught how to respect personal space, handle household boundaries, and maintain absolute professionalism.
B) Built-In Smart App Features
- Number Masking: Your personal phone number is completely hidden. All calls between you and the service professional go through our secure server via anonymous routed lines.
- Live Trip Tracking: The moment a pro starts moving toward your location, their live GPS is monitored by our central team. Any unexpected route deviations trigger an automatic check-in from our backend.
- Secure Pin (OTP) Start: A service provider cannot mark a job as 'started' until you provide them with a unique OTP. This ensures that the exact person assigned by the app is the one standing at your door.
3. Incident Response: What Happens If Something Goes Wrong?
Even with the best checks, emergencies can happen. If there is a dispute, an accident, or an uncomfortable situation at your home, here is our immediate operational roadmap:
Immediate Account Freeze (Within 1 Hour)
The very moment a customer reports a serious safety issue or misbehavior, the service professional's account is completely suspended. They cannot accept any other jobs or visit any other homes while the investigation is active.
Hands-On Ground Investigation (Within 24-48 Hours)
Our safety team steps in to investigate. We gather statements from both sides, review internal GPS logs, check communication archives, and analyze any physical proof of damage or misconduct.
Taking Legal Action On Your Behalf
If a criminal act (like theft or assault) takes place, we don't just leave you with a helpline number. Our company's legal team sits down with you, helps draft the official police complaint (FIR), and hand-delivers all verification data and GPS tracking details to the police to ensure fast justice.
4. Liability, Compensation & Consequences Matrix
We take financial and moral ownership of what happens on our platform. Here is how we resolve issues:
| What Happened | The Immediate Actions We Take | Compensation & Legal Outcomes |
|---|---|---|
| Accidental Property Damage | Our team sends a surveyor to check the damage. The provider is pulled off the road for a quality review. | We cover the cost of repairs up to ₹10,000 (or via our platform insurance policy). The cost is penalized from the partner. |
| Theft or Financial Fraud | The partner is instantly and permanently banned. We file a combined legal case with the local police. | Full assistance in asset recovery. The platform provides immediate interim financial relief to the user while the case proceeds. |
| Rude Behavior or Misconduct | Strict warning, immediate job cancellation, and suspension. Mandatory behavioral retraining required before reactivation. | 100% refund of the service fee. We also provide safety discount vouchers for your next 3 bookings. |
| Counterfeit/Bad Vendor Parts | The local shop owner's inventory is audited. The vendor faces suspension from our hyperlocal listings. | The customer receives a 100% free replacement or a complete refund on the spot. |
| Partner Injury On-Site | The worker is rushed to the nearest network hospital. The site conditions are evaluated by our team. | The worker is fully covered under our 'Partner Insurance Program'. The customer carries zero financial or legal liability. |
5. Simple Safety Tips for Our Community
Safety works best when we work together. We highly recommend keeping these basic things in mind:
- Always Match the Face: Before letting anyone in, double-check if the face of the person matches the photo displayed inside your app.
- Never Deal Privately: If a service professional asks you to pay them directly offline outside the app for a lower price, say no and report it immediately. We cannot back up, insure, or take responsibility for any offline, unbooked transactions.
- Keep Valuables Secure: While our pros are highly vetted, it is always a smart practice to keep small high-value items, jewelry, or liquid cash locked away during ongoing labor or repairs.
6. We Are Always Available
We are doing everything we can to give you a worry-free home service experience. If you ever feel uneasy, have feedback, or just want to talk to a human about our safety protocols, please reach out directly:
24/7 Safety Hotline
1800-123-4499
Direct Emergency Email
safety@fiixly.com
Trust & Support Page
www.fiixly.com/safety