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Terms and Conditions for Users

Effective Date: January 1, 2025

Last Updated: December 25, 2025

1. INTRODUCTION AND ACCEPTANCE

Welcome to Xtromate!

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

Xtromate operates as a commercial home services platform that offers standardized home services to users and engages independent service partners to perform such services under Xtromate's commercial framework.

Xtromate is responsible for service pricing, booking management, customer experience, refunds, and platform policies. Service partners execute services independently but in accordance with Xtromate standards.

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 accessing, downloading, installing, or using the Xtromate Platform, 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 at least 18 years of age to register an account and book services 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. If you are using the Platform on behalf of a business or organization, you represent that you have the authority to bind that entity to these Terms.

2.3 Geographic Limitation

The Platform is currently available only to users located within India. Services are not offered internationally.

2.4 Account Registration

You must provide accurate, current, and complete information during registration, including:

  • Full name
  • Valid mobile phone number (for OTP verification)
  • Email address (optional but recommended)
  • Service address(es)

You are responsible for maintaining the confidentiality of your account credentials and for all activities conducted through your account.

3. SERVICES PROVIDED

3.1 Service Offerings

Xtromate offers standardized home services to customers through the Platform. When you book a service, you are contracting with Xtromate for service delivery.

Available Service Categories:

  • Air Conditioning (AC) repair, installation, and maintenance
  • Electrical services and repairs
  • Plumbing services
  • Carpentry services
  • Appliance repairs
  • Other home maintenance and repair services

3.2 Service Delivery Model

Xtromate engages independent service partners (technicians) to execute services on Xtromate's behalf under Xtromate's commercial framework. These service partners:

  • Are independent contractors, not employees of Xtromate
  • Operate under Xtromate's service standards, pricing, and policies
  • Execute services in accordance with Xtromate's quality benchmarks
  • Are vetted, onboarded, and monitored by Xtromate

You contract with Xtromate for services. Xtromate is responsible for service pricing, booking coordination, customer experience, and refunds.

3.3 No Guarantee of Service

While we strive to maintain a network of qualified technicians, Xtromate does not guarantee:

  • Availability of technicians at all times
  • Specific technician assignment
  • Service completion within any particular timeframe
  • Any particular outcome or result from services

4. BOOKING PROCESS

4.1 Service Booking

To book a service, you must:

  1. Browse available services by category
  2. Select service(s) and add to cart
  3. Provide service address and scheduling details
  4. Choose "Book Now" (immediate) or "Schedule" (future date/time)
  5. Review pricing, including GST and any applicable fees
  6. Complete payment (advance payment required)

4.2 Advance Payment

An advance payment (typically ₹100 or as specified) is required to confirm your booking. This amount is:

  • Deducted from the total service cost
  • Subject to our Cancellation and Refund Policy
  • Non-negotiable and required for all bookings

5. PRICING AND PAYMENTS

5.1 Pricing Structure

Service prices displayed on the Platform include:

  • Base service cost
  • Goods and Services Tax (GST):
    • 18% for AC, Electrical, and Appliance services
    • 5% for Plumbing and Carpentry services
  • Platform fees (if applicable): Currently ₹0
  • Any promotional discounts or coupon reductions

5.2 Payment Methods

All payments are made to Xtromate through the following methods:

  • Online Payment: Credit/Debit cards, UPI, Net Banking, Digital Wallets via Cashfree Payment Gateway
  • Cash Payment: Cash collected on service completion
  • XtroCoin: Loyalty rewards currency (up to 10% of gross amount)

6. CANCELLATION AND REFUND POLICY

6.1 General Principles

Cancellations are allowed depending on the booking status at the time of cancellation. Refunds are processed either to:

  • Original payment method (monetary refund), or
  • As XtroCoin credited to your Xtromate wallet

6.2 Cancellation Based on Booking Status

Status: PENDING (No Technician Assigned)

  • Cancellation Allowed: Yes
  • Refund Type: Full monetary refund
  • Refund Amount: Full advance payment
  • Processing Time: 24–48 hours (may take up to 7 business days)

Status: ACCEPTED or TECHNICIAN ON THE WAY

  • Cancellation Allowed: Yes
  • Refund Type: XtroCoin credit only
  • Refund Value: Advance amount converted to XtroCoin at 1:5 ratio
  • Example: ₹100 advance = 500 XtroCoin

Status: TECHNICIAN ARRIVED

  • Cancellation Allowed: Yes
  • Refund: NO REFUND
  • Rationale: Technician has invested time and effort

7. USER RESPONSIBILITIES

7.1 Accurate Information

You must provide:

  • Correct service address with clear directions
  • Accurate problem description
  • Access to service location at scheduled time
  • Any relevant information about the service requirement

7.2 Respectful Conduct

You must:

  • Treat technicians with respect and professionalism
  • Not engage in harassment, discrimination, or abusive behavior
  • Not request services outside the scope of the Platform
  • Not attempt to negotiate off-platform arrangements during service

8. DISPUTE RESOLUTION AND ARBITRATION

8.1 Governing Law

These Terms and any disputes arising out of or related to your use of the Platform shall be governed by the laws of India, without regard to conflict of law principles.

8.2 Jurisdiction

Any legal action or proceeding arising out of or relating to these Terms shall be brought exclusively in the courts located in Jodhpur, Rajasthan, India.

8.3 Mandatory Arbitration

Any dispute, controversy, or claim arising out of or relating to these Terms or the breach, termination, or invalidity thereof shall be settled by arbitration in accordance with the Arbitration and Conciliation Act, 1996.

  • Seat of Arbitration: Jodhpur, Rajasthan, India
  • Language: English
  • Number of Arbitrators: One (1)

9. CONTACT INFORMATION

If you have questions, concerns, or complaints about these Terms or the Platform, please contact us:

Xtromate Customer 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: support@xtromate.com

10. ACKNOWLEDGMENT

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

Thank you for choosing Xtromate for your home service needs!

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.

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