Terms and Conditions

Effective Date: [04 August 2026]
Last Updated: [09 April 2026]

These User Terms & Conditions (“Terms”) constitute a legally binding agreement between DUTI BOOK PRIVATE LIMITED, having its registered office at 360P, Sector 28, DLF QE, Gurugram, Haryana – 122002, India (“DutiBook”, “Company”, “we”, “us” or “our”) and the person accessing or using the DutiBook mobile application (“App”) (“User”, “you” or “your”).

By downloading, accessing, registering on, or using the App, you confirm that you have read, understood and agreed to these Terms & Conditions and the DutiBook Privacy Policy.

If you do not agree to these Terms, you must not use the App or its services.

1. ABOUT DUTIBOOK

1.1 DutiBook is a technology-enabled platform that connects Users with independent service providers/professionals (“Providers”) for various services.

1.2 DutiBook facilitates service discovery, booking, quotations/bids, communication, payments, service updates, ratings and other related functions.

1.3 DutiBook is a platform and facilitator and is not itself the service provider.

1.4 The services are performed by independent Providers. The providers are independent third parties and are not employees, agents, partners or representatives of DutiBook.

1.5 DutiBook does not guarantee the availability, quality, workmanship, conduct, punctuality, suitability or outcome of any service provided by a Provider, except to the extent expressly stated by DutiBook or required under Applicable Law.

1.6 All contractual obligations relating to services are strictly between the Customer/User and the Vendor.

2. USER ELIGIBILITY AND ACCOUNT

2.1 You must be at least 18 years of age and legally competent to use the App.

2.2 You may be required to provide your name, mobile number, email address, gender, location/address and other information required by DutiBook.

2.3 You must provide accurate, complete and up to date/updated information

2.4 You are responsible for your account and all activity carried out through it.

2.5 You must not create a fake account, impersonate another person or provide false information.

2.6 DutiBook may suspend or terminate accounts containing false information or involved in misuse, fraud or unlawful activity.

3. SERVICES & BOOKINGS

3.1 Services may be offered through fixed-price bookings, quotations/bids or other booking mechanisms available on the App.

3.2 Availability and pricing may vary depending on the Provider, service and location.

3.3 A service request does not guarantee Provider acceptance or availability.

3.4 A booking shall be confirmed only after the applicable advance payment has been successfully received through the App or an authorised payment gateway.

3.5 The User is responsible for providing correct service requirements, address, date, time and other booking details.

4. ADVANCE PAYMENT & CHARGES

4.1 Advance payment is mandatory for confirmation of a booking.

4.2 The applicable service charges, taxes, platform/convenience fees and other charges, if any, shall be displayed on the App before or at the time of booking.

4.3 By making the advance payment, the User acknowledges that the Provider may reserve time, resources and/or materials for the booking.

4.4 Payments may be processed through third-party payment gateways. DutiBook shall not be responsible for delays or failures solely attributable to banks or third-party payment providers.

5. SERVICE COMPLETION AND OTP

5.1 Where an OTP mechanism is applicable, the User shall provide the OTP to the Provider only after the Provider has completed the booked service.

5.2 The User must not share the OTP before completion of the services.

5.3 Sharing the OTP shall constitute confirmation that the booked service has been completed and that the User is satisfied with the service provided.

5.4 The User shall be solely responsible for ensuring that the OTP is not shared with any unauthorised person.

6. CANCELLATION AND USER NO-SHOW

6.1 Customer-Initiated Cancellation

The User may cancel a confirmed booking through the App, The following charges shall apply:

Cancellation Timing	Applicable Charge
Before Provider Acceptance	NO Charge
More than 24 hours before service	NO Charge
12-24 hours before service	Applicable partial cancellation charge
Less than 12 hours before service	Up to 100% of booking value

6.2 The applicable cancellation charges, if any, may be adjusted against the advance payment already made by the User.

6.2 No-Show : A User No-Show includes the User being unavailable at the scheduled time, providing an incorrect/inaccessible address, refusing reasonable access or otherwise preventing the Provider from performing the booked service. In the case of a “User No-Show.” , 100% of the booking value shall be chargeable to the User.

6.3 The User acknowledges that a confirmed booking results in the Provider allocating time, resources and/or travel for the scheduled service. Accordingly, the 100% No-Show charge shall apply irrespective of whether the User subsequently requests a refund, subject to Applicable Law.

6.4 No Refund Condition :Once the OTP has been shared with the Vendor, the transaction shall be deemed irrevocably completed and satisfied, and the User shall not be entitled to any refund or chargeback under any circumstances.

6.5 PROVIDER CANCELLATION

If a Provider cancels a confirmed booking or is unable to provide the booked service, DutiBook may, where reasonably possible, assist in arranging an alternative Provider.

Where the service is not provided due to Provider cancellation, the User may be eligible for a refund of the amount paid for the affected booking, subject to the circumstances and Applicable Law.

6.6 REFUND PROCESSING

Refunds shall be processed within 5–10 business days
Refunds shall be credited to the original payment method
Timelines may vary based on payment providers

7. SERVICE COMPLAINTS AND ONE-TIME RE-VISIT

7.1 If the User is dissatisfied with the service, the User must raise a genuine complaint with DutiBook and/or the Provider within 8 hours of completion of the service.

7.2 The User may be required to provide reasonable details, photographs, videos or other evidence regarding the complaint.

7.3 Where DutiBook determines that a revisit is appropriate, the Provider shall provide one revisit only to inspect and, where reasonably possible, address the reported issue.

7.4 The User shall pay ₹199/- as the applicable revisit/visit charge.

7.5 Only one revisit shall be available for the same service and/or complaint. The User shall not be entitled to repeatedly request or demand further revisits for the same issue.

7.6 A revisit does not automatically entitle the User to a refund, replacement or reduction in the original service charges.

7.7 Complaints made after 8 hours may be considered at DutiBook’s discretion, but the User shall not automatically be entitled to the one-time revisit mechanism

8. FALSE , MALICIOUS & FRAUDULENT COMPLAINTS

8.1 All complaints, disputes, refund requests and claims raised through the App must be made truthfully, accurately, honestly and in good faith. The User shall be responsible for ensuring that all information and evidence submitted to DutiBook is complete and accurate and genuine.

8.2 The User shall not make, submit or pursue any false, fabricated, misleading, exaggerated, malicious or fraudulent complaint, claim, refund request or allegation against DutiBook or any Provider.

8.3 Without limitation ,User must not:

falsely claim that a service was not performed or was not provided as agreed;
falsely claim damage, theft loss or deficiency in service;
Alter,manipulate,fabricate or submit false photographs, videos,documents or other evidence;
intentionally cause damage and blame the Provider;
demand an unjustified refund , compensations, credit or other benefit hrough threats or false allegations;
repeatedly raise the same complaint after it has been resolved; or
use the complaint process to obtain an unlawful financial benefit.

8.4 Where DutiBook reasonably believes that a complaint is false, fraudulent or abusive, DutiBook may:

reject the complaint or refund request;
withhold or reverse any refund, credit or benefit arising from such conduct;
suspend, restrict or terminate the User's Account;
cancel pending or future Bookings;
restrict the User from creating or operating additional accounts;
refuse or restrict access to particular App features or services;
recover any amount, benefit or refund wrongfully obtained by the User;
recover, to the extent legally permissible, reasonable costs and expenses incurred by DutiBook in investigating or addressing the fraudulent conduct; and/or
take such civil, criminal or other legal action as DutiBook may consider appropriate.

8.5 Any attempt to obtain money, services, refunds, credits, compensation or any other benefit from DutiBook or a Provider by means of fraud, deception, false representation or submission of fabricated evidence shall be treated as a serious violation of these Terms and may result in immediate account action and legal proceedings

9. FRAUD,CYBER FRAUD AND MISUSE

9.1 The User shall not use the App for any fraudulent, unlawful or malicious activity.

9.2 The User shall not:

hack or attempt to gain unauthorised access to the App;
access another User's or Provider's account;
use stolen payment details;
commit payment or identity fraud;
create fake accounts;
bypass security or authentication mechanisms;
introduce viruses, malware or harmful code;
manipulate bookings, payments, ratings or reviews;
scrape or extract App data without authorisation; or
otherwise interfere with the security or functioning of the App.

9.3 DutiBook may immediately suspend or terminate an account involved in suspected fraud, cybercrime or unlawful activity nd may report the matter to the appropriate authorities.

9.4 DutiBook may preserve relevant account, transaction, communication and technical records and share information with law-enforcement or other competent authorities where required or permitted by Applicable Law.

10. PAYMENT FRAUD, CHARGEBACKS AND FALSE PAYMENT DISPUTES

10.1 Users shall not make any false or fraudulent claim relating to a payment, Booking, Service, refund, chargeback or payment transaction, including falsely disputing a genuine transaction or Service.

10.2 Where DutiBook reasonably suspects payment fraud or abuse, it may suspend or terminate the User Account, cancel pending Bookings and withhold or reject any related refund, subject to Applicable Law.

10.3 Any amount or benefit wrongfully obtained through fraud, false representation or misuse shall be recoverable by DutiBook, along with reasonable costs incurred in addressing such fraud, to the extent permitted by Applicable Law.

10.4 DutiBook may provide relevant Booking, payment, OTP, communication and service records to payment providers, banks, law-enforcement agencies or other competent authorities and may take appropriate civil and/or criminal action against the User.

11. USER CONDUCT TOWARDS PROVIDERS

11.1 You must treat every Provider with dignity and respect.

11.2 The User shall not abuse, threaten, harass, intimidate, discriminate against or physically harm a Provider.

11.3 The User shall not engage in sexually inappropriate conduct or any other unlawful or offensive behaviour.

11.4 The User shall provide a reasonably safe environment for the Provider to perform the service.

11.5 Serious misconduct may result in immediate suspension or termination of the User account and, where appropriate, reporting to law-enforcement authorities.

12. USER PREMISES & PERSONAL BELONGINGS

12.1 Certain services may require a Provider to enter your home, office, premises or other location.

12.2 The User is responsible for safeguarding all personal belongings and valuables at theservice location, including cash, jewellery, documents, electronic devices, keys and other valuable or sensitive items.

12.3 Users should secure or remove valuable belongings before allowing a Provider to enter the premises.

12.4 To the maximum extent permitted by Applicable Law, DutiBook shall not be liable for any loss, theft, misplacement or damage to the User’s personal belongings or property at the service location.

12.5 Any allegation of theft, loss, damage or misconduct should be promptly reported to DutiBook and, where appropriate, the relevant authorities.

13. ADDITIONAL SERVICES

13.1 The Provider is generally responsible for providing the service described in the confirmed booking.

13.2 Any additional service, work, material or requirement outside the original booking may involve additional charges.

13.3 You should confirm the scope and applicable additional charges with the Provider before authorising additional work.

14. REVIEWS AND RATINGS

14.1 You may be permitted to rate and review Providers based on your genuine experience.

14.2 Reviews must be truthful, fair and not misleading.

14.3 You must not submit fake, manipulated, defamatory, threatening or malicious reviews.

14.4 DutiBook may remove or restrict reviews that violate these Terms or Applicable Law.

15. USER CONTENT

15.1 You may upload photographs, documents, reviews, comments and other content through the App (“User Content”).

15.2 You remain responsible for the User Content submitted by you.

15.3 You represent that you have the necessary rights and permissions to upload such content.

15.4 You grant DutiBook a non-exclusive, royalty-free licence to store, host, reproduce and use such content as reasonably necessary to operate, provide, secure and improve the App, subject to the Privacy Policy and Applicable Law.

16. INTELLECTUAL PROPERTY

16.1 All rights in the App, including its software, design, interface, logos, trademarks, graphics, text, databases and other proprietary content, belong to DutiBook or its licensors.

16.2 You are granted only a limited, personal, non-exclusive, non-transferable and revocable right to use the App for its intended purpose.

16.3 You shall not copy, reproduce, modify, reverse engineer, scrape, distribute, sell, license or commercially exploit any part of the App without DutiBook's prior written permission.

17. APP AVAILABILITY

17.1 DutiBook will make reasonable efforts to maintain the App but does not guarantee uninterrupted or error-free availability.

17.2 The App may be unavailable due to maintenance, technical issues, network failures, cybersecurity incidents, third-party failures, governmental actions or circumstances beyond DutiBook's reasonable control.

18. THIRD-PARTY SERVICES

The App may use third-party services such as payment gateways, mapping services, communication providers, analytics providers and other technology services.Such third-party services may have separate terms and privacy policies. DutiBook is not responsible for third-party services beyond its reasonable control.

19. DISCLAIMER

19.1 DutiBook is a technology platform and facilitator and is not the service provider unless expressly stated otherwise.

19.2 Providers are independent third parties and are responsible for their services, conduct, workmanship and compliance with Applicable Law.

19.3 To the maximum extent permitted by Applicable Law, DutiBook does not guarantee the quality, safety, suitability, availability, punctuality or outcome of services provided by Providers.

20. LIMITATION OF LIABILITY

20.1 To the maximum extent permitted by Applicable Law, DutiBook shall not be liable for any indirect, incidental, special, consequential or punitive loss or damage, including loss of profits, business, reputation, opportunity or data.

20.2 DutiBook shall not be liable for losses arising from: acts or omissions of Providers; quality or outcome of services; disputes between Users and Providers; loss or damage to User belongings; inaccurate information provided by the User; third-party payment or technology failures or unauthorised acts of third parties, except where such liability cannot legally be excluded.

20.3 To the maximum extent permitted by Applicable Law, DutiBook's total aggregate liability arising from a particular booking shall not exceed the amount actually paid by the User to DutiBook in respect of that booking.

21. INDEMNIFICATION

To the maximum extent permitted by Applicable Law, you agree to indemnify and hold harmless DutiBook, its directors, officers, employees, affiliates and representatives against any claims, losses, liabilities, damages, costs and reasonable legal expenses arising from:

a. your breach of these Terms;

b. your violation of Applicable Law;

c. your misuse of the App;

d. your fraudulent, malicious or unlawful conduct;

e. your false complaints or claims;

f. your User Content;

g. your infringement of third-party rights; or

h. any act or omission by you causing loss or damage to DutiBook, a Provider or another person.

22. ACCOUNT SUSPENSION AND TERMINATION

DutiBook may suspend, restrict or terminate your account or access to the App where:

you breach these Terms;
you provide false information;
fraudulent or suspicious activity is detected;
you make false or malicious complaints;
you engage in cyber fraud or unlawful activity;
you abuse, threaten or harass a Provider;
you misuse the App;
you fail to make required payments; or
such action is required or permitted under Applicable Law.

DutiBook may take such action immediately where reasonably necessary to protect Users, Providers, DutiBook or the integrity of the App.

23. PRIVACY

Your use of the App is also governed by DutiBook's Privacy Policy, which explains how DutiBook collects, uses, stores and shares your Personal Data.

24. FORCE MAJEURE

DutiBook shall not be liable for any delay, interruption or failure caused by circumstances beyond its reasonable control, including natural disasters, acts of God, war, riots, governmental actions, epidemics, strikes, power failures, internet or telecommunications failures, cyber incidents or third-party service failures.

25. CHANGES TO THESE TERMS

DutiBook may modify these Terms from time to time.

Updated Terms shall be made available through the App and shall carry the revised “Last Updated” date.

Where required by Applicable Law, DutiBook shall provide appropriate notice regarding material changes.

Your continued use of the App after the effective date of the revised Terms shall constitute acceptance of the revised Terms to the extent permitted by Applicable Law.

26. GOVERNING LAW AND JURISDICTION

These Terms shall be governed by the laws of India. Subject to Applicable Law, courts having jurisdiction over Gurugram/Gurgaon, Haryana shall have jurisdiction over disputes arising out of or relating to these Terms or your use of the App.

27. SEVERABILITY

If any provision of these Terms is held to be invalid or unenforceable, that provision shall be modified or severed to the minimum extent necessary, and the remaining provisions shall continue in full force and effect.

28. GRIEVANCE / CUSTOMER SUPPORT

For support, complaints or grievances, you may contact:

DUTI BOOK PRIVATE LIMITED

Email: info@dutibook.com
Phone: +91 7550 730708
Registered Office: 360P, Sector 28, DLF QE, Gurugram, Haryana – 122002, India

USER ACCEPTANCE

By clicking “I Agree”, registering, making a booking, making payment or using the App, you confirm that:

you have read and understood these Terms;
you agree to be legally bound by them;
you understand that DutiBook is a platform connecting Users with independent Providers;
you agree to the applicable advance-payment and cancellation terms;
you understand that service complaints must be raised within 8 hours to avail the applicable one-time revisit mechanism;
you understand that the one-time revisit carries a ₹199 visit charge;
you will not make false, fraudulent or malicious complaints;
you will not engage in abusive, threatening or unlawful conduct towards Providers; and
you are responsible for safeguarding your belongings and valuables when a Provider visits your premises.
you agree to comply with all applicable laws and DutiBook policies and terms & conditions

☐ Agree