Terms and Conditions for Technicians

Effective Date: January 1, 2025

Last Updated: December 25, 2025

1. INTRODUCTION AND ACCEPTANCE

Welcome to the Xtromate Technician Platform!

These Terms and Conditions ("Terms", "Agreement") govern your access to and use of the Xtromate technician platform, including our mobile application, website, and all related services (collectively, the "Platform") as a service provider.

Xtromate operates as a Commercial Service Provider (CSP) that offers standardized home services to customers and engages independent service partners ("Technicians", "Service Providers", "you") to perform such services under Xtromate's commercial framework.

Registered Address:
Floor No. 1, Building No. 60, Chopasani Road,
Shyam Nagar, Jodhpur, Rajasthan – 342008, India

GSTIN: 08ODTPK6309G1ZU
Registration Date: November 7, 2025
Contact: support@xtromate.com | +91 6376500280
Website: www.xtromate.com

By registering, accessing, or using the Xtromate Platform as a technician, you acknowledge that you have read, understood, and agree to be legally bound by these Terms and our Privacy Policy. If you do not agree to these Terms, you must not use the Platform.

2. ELIGIBILITY

2.1 Age Requirement

You must be between 18 and 65 years of age to register as a technician on Xtromate. By using the Platform, you represent and warrant that you meet this age requirement.

2.2 Legal Capacity

You must have the legal capacity to enter into a binding contract under Indian law. You represent that:

• You are legally authorized to work and provide services in India
• You possess necessary licenses, permits, or certifications required for your trade (if applicable)
• You are not prohibited from providing services due to any legal restriction

2.3 Geographic Availability

You must be located and available to provide services within India. The Platform currently operates only within India.

2.4 Registration and Verification

Required Information:
To register as a technician, you must provide:

• Full name
• Valid mobile phone number (for OTP verification)
• Email address (optional but recommended)
• Date of birth (for age verification)
• Profile photo (clear, professional)
• Service address and operational area (city, state)
• Service skills and categories
• Years of experience

Identity Verification (Mandatory):

• Aadhaar card number and images (front and back)
• PAN card number and image
• GST registration number (if applicable)

Bank Details (Mandatory for Payouts):

• Bank account number
• IFSC code
• Account holder name
• Bank name and branch
• UPI ID (optional)

Admin Verification:
Your registration is subject to verification and approval by Xtromate admin. You will be notified once your profile is approved or if additional information is required.

2.5 Account Security

You are responsible for:

• Maintaining the confidentiality of your account credentials
• All activities conducted through your account
• Immediately notifying us of any unauthorized access
• Ensuring your contact information is current and accurate

3. INDEPENDENT CONTRACTOR RELATIONSHIP

3.1 Nature of Relationship

YOU ARE AN INDEPENDENT CONTRACTOR, NOT AN EMPLOYEE, AGENT, OR REPRESENTATIVE OF XTROMATE.

This Agreement does not create:

• An employment relationship
• A partnership or joint venture
• An agency or franchise arrangement
• Any fiduciary relationship

3.2 Your Responsibilities as Independent Contractor

You acknowledge and agree that:

• You have complete control over how, when, and where you perform services
• You are free to accept or reject service requests at your discretion
• You are responsible for your own taxes, insurance, and regulatory compliance
• You provide your own tools, equipment, and materials (unless otherwise agreed with customers)
• You determine your own work schedule and availability
• You are not entitled to employee benefits (health insurance, paid leave, retirement benefits, etc.)

3.3 Xtromate's Role

Xtromate defines service standards, quality benchmarks, and customer experience requirements. Technicians independently determine the manner and method of execution but must comply with Xtromate's policies, service standards, and platform rules.

What Xtromate Controls:

• Service pricing, refund policies, and commercial terms
• Quality standards and professional conduct requirements
• Customer relationship and platform branding
• Performance monitoring and enforcement of platform policies

What You Control:

• Your work schedule and availability (when you work)
• Which bookings to accept or reject
• The specific methods and tools you use to perform services (how you work)
• Your operational logistics and work procedures

Important Clarifications:

• We do NOT guarantee any minimum number of service requests
• We do NOT supervise your day-to-day work methods or provide on-site direction
• You remain solely responsible for the technical execution and workmanship of services

3.4 Tax Obligations

You are solely responsible for:

• Declaring your income from Xtromate services
• Paying applicable income tax, GST (if registered), and any other taxes
• Filing required tax returns and maintaining records
• Complying with all tax laws and regulations

Xtromate does not currently deduct taxes from technician earnings. Any future tax deductions required by law (including TDS) will be implemented with prior notice. You will receive gross payments minus the Platform commission (and any legally required tax withholdings, if applicable).

3.5 Commercial Service Provider (CSP) Model

Understanding Xtromate's Business Model:

Xtromate operates as a Commercial Service Provider (CSP), not a pure marketplace or aggregator. This model has specific legal and operational implications that differentiate it from employment while establishing Xtromate's commercial control over service delivery.

What the CSP Model Means:

1. Service Ownership:
   • Xtromate commercially owns and operates the service offerings presented to customers
   • Services are branded, priced, and marketed under the Xtromate name
   • Customers contract with Xtromate for service delivery, not directly with you
2. Pricing and Policies:
   • Xtromate sets all service prices displayed to customers
   • You do NOT have the ability to negotiate or modify pricing independently
   • Xtromate determines refund policies, cancellation terms, and service standards
   • All commercial terms are established by Xtromate
3. Payment Processing:
   • Xtromate collects payments in its own name from customers
   • Customers pay Xtromate, not you directly
   • Xtromate issues invoices and receipts to customers
   • You receive payment from Xtromate after commission deduction
4. Quality Control and Standards:
   • Xtromate enforces service quality standards and professional conduct requirements
   • Xtromate monitors and evaluates your performance through ratings, reviews, and metrics
   • Xtromate may impose penalties, restrictions, or termination for policy violations
   • Xtromate reserves the right to reassign bookings or refuse service requests
5. Your Role as Independent Service Executor:
   • You act as an independent service executor fulfilling services on behalf of Xtromate
   • You are a subcontractor providing services under Xtromate's commercial framework
   • You retain operational independence in HOW you perform services (tools, methods, timing)
   • You do NOT have an employment relationship with Xtromate

Key Legal Distinctions:

This is NOT Employment Because:

• You control your own work schedule and availability
• You choose which bookings to accept or reject
• You provide your own tools and equipment
• You are responsible for your own taxes and insurance
• You can work for competitors and other platforms
• You have no entitlement to employee benefits
• Xtromate does not supervise your day-to-day work methods

This is NOT a Pure Marketplace Because:

• Xtromate owns the commercial service offering
• Customers contract with Xtromate, not with you
• Xtromate sets pricing and terms unilaterally
• Xtromate collects and processes payments
• Xtromate enforces quality standards and may penalize non-compliance
• Xtromate controls the customer relationship and branding

This CSP Model Is Legal and Compliant:

• Recognized under Indian contract law and GST regulations
• Similar to models used by leading service platforms globally
• Balances commercial control with independent contractor flexibility
• Protects both Xtromate's business interests and your operational independence

By accepting these Terms, you acknowledge and agree to operate within this Commercial Service Provider framework as an independent service executor.

4. SERVICE PROVISION AND BOOKING MANAGEMENT

4.1 Service Booking Assignment

When a customer books a service:

• You will receive notification of available bookings in your area
• Assignment may be automatic or manual (accept/reject option) depending on settings
• You should respond to booking requests promptly
• Failure to respond may result in assignment to another technician

4.2 Accepting Bookings

By accepting a booking, you commit to:

• Arrive at the scheduled time (or communicate delays promptly)
• Provide the service as described in the booking
• Perform services in a professional and workmanlike manner
• Complete the service to the customer's reasonable satisfaction

4.3 Rejecting Bookings

You may reject bookings if:

• You are unavailable at the scheduled time
• The service is outside your skill set
• You have safety concerns about the location or customer
• You have reached your capacity for the day

Note: Excessive or repeated rejections may affect your standing on the Platform.

4.4 Rescheduling

If you need to reschedule a booking:

• Request rescheduling through the app as soon as possible
• Provide a valid reason
• Await customer approval
• Customer may accept, propose alternative time, or cancel for full refund

4.5 Service Status Updates

You must update booking status promptly:

• On the Way: When you depart for the service location
• Arrived: When you reach the location
• In Progress: After OTP verification and commencement of work
• Completed: After service is finished

4.6 OTP Verification

Before starting service:

• Request the customer's OTP
• Enter the OTP in the app to verify booking and authorize service commencement
• Do NOT start work without OTP verification, as this may affect payment processing

4.7 Cancellations by Technician

If you must cancel an accepted booking:

• Cancel as early as possible through the app
• Provide a valid reason
• Late cancellations or no-shows may result in:
  • Warning or penalty
  • Account suspension
  • Negative impact on your rating
  • Forfeiture of any advance payment share (if applicable)

5. PRICING, PAYMENTS, AND COMMISSION

5.1 Service Pricing

Service prices are set by Xtromate and displayed to customers on the Platform. These prices include:

• Base service cost
• GST (18% for AC/Electrical/Appliance; 5% for Plumbing/Carpentry)
• Platform fees (currently ₹0)

You do NOT have the ability to set your own prices for standard services listed on the Platform.

5.2 Commission Structure

Xtromate charges a commission of up to 20% on each completed service.

Example:

• Total service value: ₹1,000 (including GST)
• Platform commission (20%): ₹200
• Your earnings: ₹800

Important:

• Commission percentage is subject to change with notice
• Commission may vary by service category
• Commission is calculated on the gross service value
• GST treatment on commission is subject to applicable tax laws and may be charged or adjusted as required by law

5.3 Technician Wallet System

Your earnings are managed through the Technician Wallet:

• Available Balance: Funds available for payout
• Pending Balance: Earnings from completed jobs pending settlement
• Blocked Balance: Funds temporarily held (e.g., for disputes or investigations)

Balance Updates:

• Earnings are credited to your wallet after service completion and customer payment
• Funds typically move from "Pending" to "Available" within 24-48 hours

5.4 Payout Requests

You may request payouts when:

• Your available balance meets the minimum payout threshold (₹500)
• You have valid bank details on file

Payout Processing:

• Request payouts through the app
• Subject to admin approval
• Processed within 2–5 working days after approval
• Transferred to your registered bank account via NEFT/IMPS/UPI

Payout Deductions:

• Standard banking charges (if any) may be deducted
• Any outstanding dues, penalties, or disputed amounts may be adjusted

5.5 Payment Collection

Online Payments:

• Customers pay through Cashfree Payment Gateway
• You do NOT handle online payment collection
• Funds are settled through your wallet

Cash Payments:

• Customers may pay remaining balance in cash after service completion
• You must accurately report cash received through the app
• Cash amounts are credited to your wallet for reconciliation
• Misreporting cash payments is grounds for account termination

Xtromate is not responsible for counterfeit currency, cash loss, or disputes arising from cash handling by technicians.

5.6 Additional Charges

If additional work or materials are required beyond the original scope:

• Request additional charges through the app
• Provide a description and upload photos (if applicable)
• Await customer approval
• Do NOT demand unauthorized or undocumented payments from customers

Approved additional charges are added to the booking total and subject to the same commission structure.

5.7 Tips and Gratuities

Customers may provide tips directly to you. Tips are:

• Optional and at customer discretion
• NOT subject to Platform commission (if given separately and not through the app)
• Your sole income; Xtromate does not claim any portion of voluntary tips

However, if tips are processed through the Platform (future feature), they may be subject to commission.

6. PROFESSIONAL STANDARDS AND CONDUCT

6.1 Service Quality

You must:

• Perform services in a professional, skilled, and workmanlike manner
• Use appropriate tools, materials, and techniques
• Follow industry best practices and safety standards
• Complete services within reasonable timeframes
• Ensure work meets the customer's reasonable expectations

6.2 Customer Interaction

You must:

• Treat customers with respect, courtesy, and professionalism
• Communicate clearly and honestly
• Respect customer property and privacy
• Dress appropriately and maintain personal hygiene
• Follow customer safety requirements (e.g., wearing shoe covers, masks)

6.3 Prohibited Conduct

You must NOT:

• Engage in harassment, discrimination, or abusive behavior toward customers
• Use offensive language or engage in inappropriate conduct
• Demand payments outside the Platform or manipulate pricing
• Solicit customers to book services off-platform during active bookings
• Accept bribes or engage in fraudulent practices
• Damage or misuse customer property
• Perform unauthorized work
• Provide misleading information about services or qualifications

6.4 Safety and Compliance

You must:

• Comply with all applicable laws, regulations, and safety standards
• Carry necessary tools and safety equipment
• Follow electrical, plumbing, and other trade safety codes
• Report any safety hazards or concerns to customers
• Not work under the influence of alcohol or drugs

7. RATINGS, REVIEWS, AND PERFORMANCE

7.1 Customer Ratings

Customers may rate and review your services:

• Ratings are on a scale of 1 to 5 stars
• Reviews include written feedback and optional photos
• Ratings and reviews are visible to future customers

7.2 Performance Metrics

Your performance is tracked through:

• Average rating score
• Number of completed bookings
• Cancellation rate
• Response time to booking requests
• Customer complaints and disputes

7.3 Minimum Performance Standards

To maintain active status on the Platform, you should:

• Maintain a minimum average rating (e.g., 3.0 out of 5.0)
• Keep cancellation rate below acceptable threshold
• Respond to bookings in a timely manner
• Resolve customer complaints satisfactorily

Failure to meet performance standards may result in:

• Reduced visibility in customer searches
• Temporary suspension
• Account termination

7.4 Disputing Reviews

If you believe a review is unfair, inaccurate, or violates guidelines:

• Report the review through the app
• Provide evidence supporting your dispute
• Xtromate will investigate and may remove reviews that violate policies

We do NOT remove negative reviews simply because you disagree with them. Reviews reflecting genuine customer experiences will remain.

8. PROFILE CHANGES AND UPDATES

8.1 Profile Information

You may update certain profile information directly through the app:

• Service area (city, state)
• Online/offline status
• Availability settings
• Profile photo

8.2 Identity and Bank Details

Changes to sensitive information require admin approval:

• Name
• Aadhaar or PAN details
• Bank account information
• GST registration details

Submit change requests through the app with supporting documents. Changes are effective only after admin approval.

8.3 Service Categories

To add new service categories:

• Request through the app
• May require skill verification or assessment
• Subject to admin approval

9. ACCOUNT SUSPENSION AND TERMINATION

9.1 Suspension by Xtromate

We may suspend your account temporarily for:

• Investigation of policy violations or customer complaints
• Verification of identity or credentials
• Suspicious or fraudulent activity
• Failure to meet performance standards

During suspension:

• You cannot accept new bookings
• Pending bookings may be reassigned
• Wallet access may be restricted

9.2 Termination by Xtromate

We may terminate your account immediately for:

• Fraud, misrepresentation, or dishonesty
• Serious safety violations or criminal activity
• Harassment, discrimination, or abusive behavior
• Repeated policy violations despite warnings
• Off-platform solicitation or bypassing commission
• Manipulating ratings or reviews
• Providing false documentation

9.3 Termination by You

You may terminate your account at any time by:

• Submitting a termination request through the app
• Contacting support@xtromate.com

Upon termination:

• Complete all pending bookings or cancel them properly
• Settle any outstanding wallet balances
• Your data will be retained for 180 days as per our retention policy

9.4 Effect of Termination

Upon termination:

• You lose access to the Platform
• All pending payouts will be processed (subject to verification)
• Disputed or blocked amounts may be held pending resolution
• You may not create a new account without Xtromate's permission

9.5 Appeal Process

If your account is suspended or terminated:

• Contact support@xtromate.com
• Provide explanation and supporting evidence
• Xtromate will review and respond within a reasonable timeframe
• Final decision rests with Xtromate

10. OFF-PLATFORM SOLICITATION AND NON-COMPETE

10.1 Off-Platform Solicitation

During Active Bookings:
You must NOT:

• Request customers to book services directly outside the Platform
• Share your personal contact information for future off-platform bookings
• Attempt to circumvent Platform commission

Note: We do not prohibit you from working independently or for competitors outside of Xtromate. However, soliciting customers met through Xtromate for direct bookings is discouraged and may result in account termination.

10.2 Customer Contact Information

Customer contact information (name, phone, address) is provided solely for the purpose of completing the assigned booking. You must:

• Use it only for legitimate service-related communication
• Not store or misuse customer data for unauthorized purposes
• Not share customer information with third parties
• Delete customer information after service completion (unless needed for warranty/follow-up)

11. LIABILITY, INSURANCE, AND INDEMNIFICATION

11.1 Your Liability

You are solely liable for:

• Any property damage caused during service provision
• Personal injury to customers, yourself, or third parties
• Defective or improper workmanship
• Use of substandard or inappropriate materials
• Violations of safety codes or regulations
• Any claims arising from your services

Intentional criminal acts or unlawful conduct fall entirely outside the scope of service delivery and remain the sole responsibility of the technician. This includes but is not limited to theft, fraud, assault, vandalism, or any other criminal activity. Xtromate does not condone criminal conduct and will cooperate fully with law enforcement authorities in such cases.

11.2 Xtromate's Disclaimer of Liability

Xtromate is not responsible for the technical execution, workmanship quality, or on-site conduct during service delivery, which remain the sole responsibility of the assigned technician.

Specifically, Xtromate is not liable for:

• Your acts, omissions, negligence, or misconduct during service execution
• Property damage or personal injury caused by your workmanship or conduct
• Disputes arising from your on-site actions or service quality
• Defects, failures, or outcomes resulting from your technical execution
• Your failure to comply with safety codes, regulations, or industry standards

Xtromate's responsibility is limited to:

• Providing the platform for booking coordination
• Vetting and monitoring service partners through verification and performance tracking
• Facilitating payment processing and dispute resolution in accordance with platform policies
• Enforcing platform rules and quality standards

XTROMATE PROVIDES THE PLATFORM "AS IS" WITHOUT WARRANTIES REGARDING BOOKING VOLUME, EARNINGS, OR SERVICE REQUESTS.

11.3 Insurance

Xtromate does NOT provide insurance coverage for technicians.

You are strongly encouraged to:

• Maintain appropriate liability insurance
• Carry workers' compensation insurance (if employing helpers)
• Protect yourself against property damage and injury claims

11.4 Indemnification

You agree to indemnify, defend, and hold harmless Xtromate, its officers, employees, and affiliates from and against any claims, damages, losses, liabilities, or expenses (including legal fees) arising from:

• Your provision of services
• Your violation of these Terms
• Your violation of laws or third-party rights
• Property damage or personal injury caused by you
• Disputes with customers

12. INTELLECTUAL PROPERTY AND CONTENT

12.1 Xtromate's Intellectual Property

The Platform, including all software, branding, design, and content, is owned by Xtromate and protected by intellectual property laws. You may not:

• Copy, reproduce, or modify the Platform
• Use Xtromate's name, logo, or branding without permission
• Reverse engineer or decompile the app

12.2 Your Content

By uploading photos, submitting service descriptions, or providing content through the Platform, you grant Xtromate a worldwide, royalty-free license to use, display, and distribute your content for Platform operations and marketing.

You represent that:

• You own or have rights to all content you submit
• Your content does not violate any third-party rights

13. DISPUTE RESOLUTION AND ARBITRATION

13.1 Customer Disputes

If a customer files a complaint or dispute:

• You will be notified and given an opportunity to respond
• Provide your side of the story with evidence (photos, descriptions)
• Cooperate with Xtromate's investigation
• Accept Xtromate's resolution decision

Possible outcomes:

• No action (complaint unsubstantiated)
• Partial or full refund to customer (may be deducted from your wallet)
• Warning or account restriction
• Compensation or free revisit

13.2 Governing Law and Jurisdiction

These Terms are governed by the laws of India. Any disputes shall be resolved in the courts of Jodhpur, Rajasthan, India.

13.3 Mandatory Arbitration

Any dispute arising from these Terms shall be settled by arbitration in accordance with the Arbitration and Conciliation Act, 1996:

• Seat: Jodhpur, Rajasthan, India
• Language: English
• Arbitrator: One arbitrator mutually agreed upon or appointed per the Act
• Costs: Each party bears its own costs; arbitrator fees split equally

The arbitrator's decision is final and binding.

13.4 Class Action Waiver

You waive any right to participate in class action lawsuits or class-wide arbitration against Xtromate.

14. FORCE MAJEURE

Xtromate is not liable for failures or delays due to circumstances beyond reasonable control, including:

• Natural disasters, pandemics, or acts of God
• War, terrorism, or civil unrest
• Government actions or regulations
• Internet or telecommunications failures

During such events, Xtromate may suspend services temporarily.

15. MODIFICATIONS TO TERMS

Xtromate reserves the right to modify these Terms at any time. We will notify you of material changes via email or in-app notification.

Your continued use of the Platform after changes take effect constitutes acceptance. If you do not agree, you must terminate your account.

16. GENERAL PROVISIONS

16.1 Entire Agreement

These Terms, together with the Privacy Policy, constitute the entire agreement between you and Xtromate.

16.2 Severability

If any provision is found invalid, the remaining provisions remain in effect.

16.3 Waiver

Failure to enforce any provision does not waive our right to enforce it later.

16.4 Assignment

You may not assign these Terms without our consent. Xtromate may assign without restriction.

16.5 No Third-Party Beneficiaries

These Terms create no third-party beneficiary rights.

16.6 Language

In case of conflict between language versions, the English version prevails.

17. CONTACT INFORMATION

Xtromate Technician Support

Email: support@xtromate.com
Phone: +91 6376500280
Address:
Floor No. 1, Building No. 60, Chopasani Road,
Shyam Nagar, Jodhpur, Rajasthan – 342008, India

Business Hours: Monday to Saturday, 9:00 AM – 6:00 PM IST

Grievance Officer: Designated Representative (Founder/Proprietor)
Email: support@xtromate.com

We aim to respond within 48 business hours.

18. ACKNOWLEDGMENT

BY REGISTERING AND USING THE XTROMATE PLATFORM AS A TECHNICIAN, YOU ACKNOWLEDGE THAT YOU HAVE READ, UNDERSTOOD, AND AGREE TO BE BOUND BY THESE TERMS AND CONDITIONS.

Thank you for partnering with Xtromate to deliver quality home services!

Document Version: 1.0
Effective Date: January 1, 2025
Last Updated: December 25, 2025

This is a legally binding agreement. Please read carefully and retain a copy for your records.