1. About SafeHands and these terms
SafeHands is a partnership providing managed home subscriptions, one-time housekeeping and deep-cleaning services. Registered business address: 2nd Floor, 202, Vadiwala Complex, GIDC Road, Near Batliboi Circle, Pandesara, Surat, Gujarat - 394221. GSTIN: 24AFXFS4774B1ZK. Website: www.safehandspremium.com.
These terms apply to household services booked through our website or WhatsApp. Corporate housekeeping requires a separate agreement. The confirmed quotation, agreed service scope, Refund and Cancellation Policy and Privacy Policy form part of your booking. Mandatory consumer rights prevail over any conflicting wording.
You must be at least 18 and authorised to arrange access to the premises. Review these terms before confirming a booking. We record your booking confirmation; optional marketing permission is separate.
2. Booking and agreed scope
A preferred date or enquiry is a request, not a confirmed booking. Our supervisor confirms the service address, scope, availability, schedule and total payable amount before payment. There is no fixed 8 p.m. booking cutoff. Services are available only in areas we confirm we can serve.
Your confirmation identifies your plan or one-time service, included tasks, allowances, exclusions and service window. Standard normally provides six service days each week; Comfort and Elite provide seven, according to the agreed schedule. The customer and supervisor agree Standard's weekly day off. Paid add-ons are identified separately. Work already included is not charged again.
Routine housekeeping does not include deep cleaning, hazardous or specialist work, or unlimited additional tasks. The agreed quotation controls the scope of one-time and deep-cleaning jobs. Extra work or quantities require an agreed price before they are undertaken.
Customers supply usable cleaning equipment and products for routine housekeeping. Deep-cleaning quotations state what SafeHands supplies. Provide water, electricity and safe access where required. Tell the supervisor about relevant hazards without supplying unnecessary medical or other sensitive details.
Cleaning packages cover the tasks and quantities shown in your quote. Sofa work is priced by the selected seat count; rugs are priced by the stated area. Extra rooms, items or quantities need a separate agreed charge. If a task is already included, we only charge for work beyond that allowance.
Stain removal depends on the material and its condition; permanent marks may remain. We confirm any surface restrictions or work outside the listed scope before starting. Services requiring methods or equipment that are not yet available are not offered for booking.
3. Personnel, scheduling and backup
You buy the service from SafeHands, not from the individual attending your home. SafeHands manages assignments, supervision and service complaints. A specific worker is not guaranteed.
If the regular worker is unavailable, SafeHands arranges backup for the full agreed scope at no extra charge within the agreed service window. Backup need not arrive at the regular worker's exact time. If a visit remains undelivered, the make-up or refund rule applies.
Scheduling changes are coordinated by the supervisor and depend on availability. If SafeHands cannot meet a confirmed visit, we notify you and arrange the remedy described in the Refund and Cancellation Policy.
4. Prices and payments
Prices are in Indian Rupees. The quotation shows the complete payable amount, including applicable GST and any agreed add-ons, before payment. The price and scope agreed for a paid booking are preserved; any future renewal price change must be communicated before you choose to pay.
Deep-cleaning and single-visit prices are shown including GST. Monthly plan prices and their add-ons are also shown including GST. The price breakdown shows the base amount, GST and the total you pay; only the total is rounded to the nearest rupee. A separate specialist-cleaning visit has a minimum base charge of ₹699 in Mumbai or ₹599 in Surat. This minimum does not apply to routine housekeeping visits or as a second charge for extras during the same cleaning visit. If your selected work is below the minimum, add work or request a custom quote before booking.
Subscriptions are prepaid for 30-day service periods. Renewal payment links are sent seven days before the current period ends. Customers pay manually; these terms do not authorise automatic bank deductions or require an e-mandate.
Use only payment instructions issued by SafeHands. A visit starts only after payment and scheduling are confirmed, except for supervisor-approved grace visits. Do not pay service charges directly to personnel. Voluntary tips are allowed, are entirely optional and do not replace service payment.
Applicable invoices and refund adjustments reflect the original amount, discount and tax treatment. Duplicate payments and overcharges are investigated and the excess is refunded. Payment processing and bank credit times may differ.
5. Renewal, stopping a plan and holidays
If renewal remains unpaid, a three-day grace period applies. Visits during those days require supervisor arrangement; they are not guaranteed automatically. Service pauses from day four. After late payment, the supervisor confirms availability and restart. Late payment does not extend the original service period. Amounts for services actually delivered remain payable; a payment-link issue must be raised with support.
You may stop renewal at any time through support or your supervisor. Service continues to the end of your paid period, with no refund merely for choosing not to use remaining days. No further renewal bill is issued after cancellation; any already-issued unpaid renewal request is withdrawn. We confirm the cancellation.
Elite customers may request up to seven holiday-pause days per paid 30-day period with at least two days' notice to the supervisor. Approved paused days extend the paid period and shift renewal by the same number of days. There is no cash refund for the pause. Standard and Comfort have no holiday extension. An already-approved Elite holiday can be cancelled after a downgrade, but cannot be added to or changed under a lower plan.
6. Access, conduct and safety
Be available to provide access in the agreed service window. If personnel cannot enter or reach you, they wait 15 minutes and attempt contact. If access remains unavailable, the visit is recorded as customer unavailable, not completed, and ordinarily attracts no refund. If you have informed the supervisor, the supervisor handles the circumstances and confirms any alternative arrangement.
Treat personnel respectfully. Harassment, abuse, discrimination and unsafe tasks are not permitted. Personnel may stop work or leave immediately if conditions are unsafe or abusive. The supervisor investigates and decides the next steps; leaving for safety does not falsely establish that all work was completed.
Secure valuables, disclose fragile surfaces or relevant care instructions and keep pets safely controlled. Routine service photos require permission. Refusing routine photos does not prevent service; completion can be recorded another way. Separate permission is required for marketing use of images.
7. Service complaints and damage
Call the supervisor immediately about unsatisfactory work where possible, or report it within 24 hours. The supervisor assesses the complaint and arranges appropriate corrective action, including a free redo of affected work where appropriate. Later complaints may still be reviewed. An offer of a redo does not by itself close an unresolved complaint.
This quality process does not promise an automatic refund for every expression of dissatisfaction. It does not restrict remedies required by law. A wholly missed visit or undelivered paid add-on is governed separately by the make-up or refund rule.
Report property damage within 24 hours, with available details and evidence, so we can investigate promptly. SafeHands is not responsible for pre-existing damage or damage it did not cause. Responsibility for damage caused during service is assessed after investigation and remains subject to applicable law. The reporting window does not override a statutory right or limitation period.
Nothing excludes liability that cannot lawfully be excluded, including applicable liability for negligence, fraud or personal injury. There is no blanket exclusion of responsibility for all damage.
8. Disruption and ending service
If an event outside reasonable control disrupts a visit, SafeHands communicates with you and seeks a practical alternative. Undelivered paid service remains subject to the make-up or refund policy; disruption does not automatically convert it into delivered work.
SafeHands may suspend a visit or booking for non-payment, unsafe conditions, abuse, fraud or a legal requirement. The supervisor assesses any remaining prepaid service fairly under the refund policy and applicable law. If SafeHands permanently cannot continue your service, unused paid service is refunded.
9. Information, complaints and applicable law
Personal information is handled under our Privacy Policy. The SafeHands name and website content may not be misused or copied without permission or a lawful basis. We do not claim a trademark registration number or use a registration symbol in these terms.
Indian law applies. Customers retain access to competent courts, consumer commissions and other statutory remedies. No mandatory arbitration clause, exclusive Surat-court restriction, direct-hiring penalty or blanket chargeback prohibition is imposed by these terms.
We may update policies prospectively and communicate material changes before they affect future bookings. Changes do not retrospectively remove agreed rights for a paid booking. If a clause is unenforceable, the remaining terms continue to apply to the extent lawful.
10. Complaints
Use the Contact Us page for enquiries, service support and complaints.
We acknowledge complaints within two calendar days (48 hours) and aim to resolve them within seven calendar days. If investigation takes longer, we provide an update and expected next step, while meeting any applicable legal deadline. Refund requests follow the separate refund-review timeline. Internal escalation does not prevent a lawful external complaint or payment dispute.