Terms and Conditions
Last modified on February 2025
Welcome to our Terms and Conditions page and here, we outline the rules for using our website to ensure a safe and smooth experience for everyone. Please review this information to understand how our site operates and what we expect from you.
Learn how Hiroes collects, use, and protect your personal information when you use the website in our Privacy Policy page.
Introduction
Hiroes is a registered service aggregator headquartered at Malancha Road, Kharagpur – 721301, West Bengal, India. The company operates a digital platform designed to facilitate the seamless discovery and engagement of independent workers and service providers in the household and domestic services sector. Hiroes connects customers with qualified professionals, ensuring service fulfillment at designated locations and times, as per customer requests.
By accessing or utilizing the Hiroes platform, users expressly acknowledge and agree to be bound by these Terms and Conditions. Hiroes reserves the right to modify, amend, or update these terms at its sole discretion. Users are advised to review this document periodically to remain informed of any revisions or updates.
User Eligibility
Users must be 16 years or older to book services on Hiroes. Minors may use the platform only under the supervision of a parent or legal guardian, who will be fully responsible for any obligations arising from such use. Services are currently available only in Kharagpur, West Bengal, India, and users outside this location cannot book unless Hiroes expands its operations.
Users must provide accurate and complete contact details when booking. False or misleading information may lead to cancellation or a ban. Hiroes may verify user details before confirming a booking and will communicate via calls, SMS, WhatsApp, or emails for service updates. Users can opt out of promotional messages but will continue receiving essential service notifications.
Anyone previously banned for policy violations cannot use the platform again under a different identity. Fraudulent activity may result in permanent suspension or legal action. By booking a service, users agree to these Terms & Conditions.
Service Availability & Booking
Customers can request services through the Hiroes website or WhatsApp by providing details such as service type, preferred date, time, and location. Hiroes will review the request, confirm availability, and assign a worker from its network. Bookings are subject to worker availability, and Hiroes does not guarantee immediate or same-day service.
Service schedules are based on customer preferences and worker availability. While Hiroes strives to ensure timely fulfillment, delays may occur due to unforeseen circumstances. In such cases, customers will be notified, and rescheduling options may be provided. Hiroes is not liable for delays caused by traffic, weather, or worker-related issues. Customers are encouraged to provide accurate details and be available at the scheduled time to avoid cancellations or additional charges.
Pricing & Payment Terms
All services have a minimum fixed charge, including premium, listed on the Hiroes platform. Additional costs may apply for extra time, materials, or complex tasks, and must be agreed upon between the customer and the worker before work begins.
Customers are obligated to pay all applicable fees and/or charges for the selected services exclusively through our website and recognized payment modes. This includes all quoted services provided by workers after receiving confirmation from Hiroes. It is the customer's responsibility to ensure that payments are made through these designated methods, and Hiroes disclaims any liability for transactions conducted outside of these specified channels.
Payments can be made in cash or online. If paid online, the customer must ensure Hiroes receives the payment to prevent fraud.
Hiroes will only request payments from customers for services through recognized communication channels and payment modes, if necessary as per our Terms and Conditions. Users are responsible for verifying payment requests, and Hiroes is not liable for losses from payments made outside of our stated policies.
Hiroes will never request payments through unauthorized third parties. Any payment made outside of our recognized methods is the sole responsibility of the user. Customers must verify all transactions to avoid fraud.
Cancellation & Refund
A cancellation fee of 0% will be charged if the customer cancels the service at least one hour before the scheduled date and time. However, if the customer decides to cancel the service after the worker has already arrived at their doorstep, they will be required to pay ₹49.00 to the worker.
1. No Refunds Post-Service Completion
Once a service has been successfully completed, no refunds shall be issued. Refunds will only be granted under the following exceptional circumstances:
2. Circumstances for a Full Refund
A full refund may be issued under the following conditions:
Service Not Delivered: The assigned worker fails to appear or refuses to complete the service without a valid reason.
Fraudulent Transactions: The customer is charged for a service that was neither requested nor authorized, including unauthorized additional payments.
Booking Error on Hiroes' End: The customer receives an incorrect service, is assigned the wrong worker, or experiences an error in scheduling due to Hiroes' mismanagement.
3. Circumstances for a Partial Refund
A partial refund may be granted under the following conditions:
Incomplete Service: The worker commences the job but abandons it without a valid justification.
Quality Issues:
The service provided does not meet industry standards or reasonable customer expectations.
The customer incurs additional expenses to rectify the inadequacies of the service rendered.
Overpayment by Customer: The customer is charged an amount exceeding the agreed-upon service cost due to a miscalculation or invoicing error.
4. Exclusions from Refunds
No refunds shall be provided under the following circumstances:
Customer Fault:
The service issue arises due to incomplete, incorrect, or misleading information provided by the customer.
The service cannot be performed due to unsafe or unsuitable working conditions at the customer’s premises.
Property Damage: Given the nature of household services, minor property damage may occur as an inherent risk. No refunds shall be provided for such instances. However, if the worker causes damage to the servicing unit itself instead of fulfilling the intended service purpose, a refund may be considered.
Post-Service Complaints: Refunds shall not be entertained after service completion unless there is clear and verifiable evidence of negligence or misconduct by the worker.
Force Majeure: Refunds shall not be granted for service disruptions or failures resulting from unforeseen and uncontrollable events, including but not limited to:
Natural disasters (e.g., earthquakes, floods, storms).
Acts of war, terrorism, or civil disturbances.
Government-imposed restrictions, lockdowns, or regulatory changes.
Public health emergencies, pandemics, or widespread outbreaks.
Utility failures, power outages, or technological disruptions beyond Hiroes’ control.
Source-Related Refunds: No refunds shall be issued concerning the source component of the service. However, customers may request an invoice for documentation purposes.
5. Filing a Refund Request
To initiate a refund request, customers must submit a formal complaint to support@hiroes.in with the subject line "Refund Request – [Phone Number, Category, Service]". The complaint must include a detailed description of the issue, supporting evidence (such as photos, videos, or messages), and any relevant transaction details. Hiroes will review the request and respond within a reasonable timeframe. Refund approvals are subject to investigation, and the final decision shall rest solely with Hiroes.
Hiroes reserves the right to assess refund requests on a case-by-case basis. All decisions regarding refunds shall be final and binding.
Liability & Disclaimers
Hiroes acts only as a service aggregator and does not employ or directly control workers. We are not responsible for any damages, injuries, theft, or dissatisfaction arising from services booked through our platform.
Customers acknowledge that hiring workers is at their own risk. While Hiroes verifies basic worker details, we do not guarantee their conduct, skills, or service quality. In case of disputes, Hiroes will try to mediate and assist in conflict resolution, but if the issue goes beyond our capacity, we will not take any further responsibility.
Hiroes is not liable for losses, delays, or service failures due to worker negligence, unforeseen circumstances, or force majeure events.
Dispute Resolution
If a customer or worker faces any issues, they can report it to Hiroes through our official communication channels. We will review the complaint and attempt to mediate to reach a fair resolution for both parties.
If a dispute remains unresolved despite our efforts, Hiroes will not take further responsibility. Both customers and workers may pursue legal action independently, if necessary. Any legal disputes shall be governed by Indian law.
User Data & Communication
By using Hiroes’ platform, customers and workers consent to receiving calls, emails, and messages related to service updates, booking confirmations, promotions, and other relevant communications necessary for smooth service delivery.
Users may opt out of promotional communications at any time. However, doing so may limit Hiroes' ability to provide timely assistance, important service updates, and personalized offers. Transactional messages essential for booking management and service completion will still be sent as needed.
Hiroes values user privacy and ensures that all collected data is handled securely. To learn more about how we store, protect, and use your data, please refer to our Privacy Policy.
WhatsApp Communication and Opt-Out Policy
By clicking on any WhatsApp-related button on our website and initiating a conversation with Hiroes, you consent to receive messages from us, including service updates, booking confirmations, promotional content, and other relevant communications.
If you wish to opt out of WhatsApp communications at any time, you may do so by sending the word STOP to our official WhatsApp number. Upon receiving your request, we will cease further communication, except for transactional messages strictly necessary to complete or manage your existing bookings.
Hiroes reserves the right to retain records of opt-out requests for compliance purposes. Please note that opting out of WhatsApp communication may limit our ability to provide timely assistance and service updates.
Tracks Communication
By agreeing to this, you consent to Hiroes recording calls and storing all communications to safeguard the company, workers, and customers. This data will not be shared with any third parties or individuals outside the organization. However, in the event of a legal dispute, Hiroes reserves the right to present this data in court if necessary.
Platform Misuse & Restrictions
Users and workers must not engage in fraud, abuse, or bypassing Hiroes by making direct deals outside the platform. Workers are strictly prohibited from promoting their own business, distributing personal contact details, or soliciting customers for future work outside Hiroes.
Violations may result in immediate termination, removal from the platform, and potential legal action if necessary. Hiroes reserves the right to warn, suspend, or permanently ban any user or worker found engaging in such activities.
Workers Rules and Obligations
As a valued member of the Hiroes network, all workers need to follow specific rules and obligations to maintain their eligibility for job opportunities. By participating in our platform, you agree to stay connected and adhere to guidelines designed to ensure a safe and productive experience for everyone involved. We encourage you to review our rules and obligations document, which clearly outlines the expectations for all workers.
Your commitment to these standards is essential for your success within the Hiroes network. Please write us an email at support@hiroes.in or message on WhatsApp to request and review the document.
Worker Onboarding Process
All interested candidates must visit our office in person to proceed with the onboarding process and receive further instructions. Workers may apply for positions in the following service categories, check below.
Worker can apply to join the network under these following service categories:
Appliance and Electronic
Air Conditioning & Heating
Computer & Peripheral
Home Appliance
Self-Care and Wellness
Hair Studio for Women
Home Salon
Home Tuition
Makeup & Styling Studio
Handyman and Repair Service
Electrical
Furniture & Carpentry
General Repair & Service
Plumbing
Maintenance and Security
Cleaning Services
Fabrication & Metalworking
Flooring, Tiling and Roofing
Home Security Systems
Mover and Packer (Only Kharagpur)
Painting & Waterproofing
Pest Control
Solar Panel Installation
Vehicle Cleaning & Maintenance
Party and Event
Birthday & Single-Day Event
Intercity Cab Service
Employment and salary
Hiroes would like to make it clear that we are not the direct employer of the workers within our network. As such, we hold no responsibility for disbursing any payments, wages, or fees to workers. Instead, our role focuses on facilitating connections and providing a platform for opportunities.