Terms & Conditions

Overview

These Terms and Conditions ("Terms") govern your use of the Hello Royer mobile app and website (collectively, the "Platform") and all services made available through it. By using the Platform, you confirm that you have read, understood, and agree to be bound by these Terms.

These Terms constitute a legally enforceable contract between Royer Appliances Pvt Ltd ("HR", "we", "us", "our") and you, the user or customer.

1. Services

Hello Royer provides a technology platform enabling you to arrange home-based services with independent third-party service providers ("Vendors"). Our current service categories include:

Important Distinctions

• The Platform facilitates connections between you and Vendors. HR is not the service provider itself.
• Vendors are exclusively responsible for the Home Services they provide. They are not employees or agents of HR.
• The Platform is intended for personal, non-commercial use within India only.
• HR assists in collecting and transferring payments to Vendors as a limited collection agent.
• HR may send SMS, email, or WhatsApp messages regarding bookings and promotions. You may opt out via privacy@helloroyer.com.
• You may be required to provide ID proof to access certain services.

2. HR Coins

HR Coins are promotional credits offered at HR's sole discretion and can be redeemed for discounts on selected services subject to applicable terms.

• HR Coins must be used legally and only for their designated purpose.
• You may not copy, sell, or transfer HR Coins without prior written consent from HR.
• HR Coins may be discontinued at any time, for any reason, without liability to you.
• HR Coins are not a substitute for currency and may expire before use.
• HR reserves the right to withhold or deduct coins if their use is found to be erroneous, fraudulent, or in violation of these Terms.

3. User Roles & Responsibilities

Account Requirements

• You must be at least 18 years of age to create an account.
• Account creation requires your phone number and accurate personal information.
• You are solely responsible for maintaining the security and confidentiality of your account.
• You must promptly notify HR of any unauthorized access or breach of security.
• All activities conducted through your account are your responsibility.

During Service

• Provide accurate information when placing service requests.
• Ensure access to the service area on the scheduled date and time.
• Re-visits due to inaccessibility may incur additional charges.
• Treat all Vendors and professionals with courtesy and respect.
• Provide a safe, clean, and suitable area for service to be performed.
• Vendors are entitled to refuse service if conditions are unsafe or you behave inappropriately.

Bookings & Conduct

• Bookings cancelled before Vendor assignment will not be charged.
• A cancellation fee applies after a Vendor has been assigned.
• You will receive confirmation via SMS, email, or push notification upon booking.
• HR will offer an alternative Vendor if the original is unavailable or cancels.
• HR prohibits discrimination against Vendors on any protected characteristic.
• Report inappropriate Vendor behavior to grievanceofficer@helloroyer.com within 48 hours.

4. Pricing & Payments

• All prices are inclusive of applicable taxes.
• Advance payment may be required for certain services or AMC contracts.
• Accepted payment modes: UPI, debit cards, credit cards, net banking, digital wallets, and cash on completion (where available).
• HR may levy a convenience fee in addition to service charges.
• HR reserves the right to revise charges at any time. Changes do not affect already-confirmed bookings.
• Charges paid are final and non-refundable unless otherwise determined by HR or required by applicable law.
• If you choose "cash on completion," you are responsible for paying both the service charge and the convenience fee to the Vendor.
• Tips to Vendors are entirely optional and at your discretion.

5. Intellectual Property

All content on the Platform — including logos, text, images, graphics, and software — is the exclusive property of Royer Appliances Pvt Ltd or its licensors.

You are granted a limited, non-exclusive, non-transferable, revocable license to use the Platform solely for personal, non-commercial purposes in accordance with these Terms.

Any feedback or input you provide to HR may be freely used, copied, and distributed by HR without compensation or attribution.

6. Limitation of Liability

HR is not liable for any damages arising from misuse of the Platform, negligence, unauthorized repairs by third parties, service interruptions, or actions and omissions of Vendors who are independent service providers.

HR's total liability in any circumstances shall be limited to the amount paid by you for the specific service in question.

7. Cancellation Policy

Cancellation by Customer

• Free cancellation if done more than 24 hours before the scheduled service time.
• Cancellations within 24 hours may attract a visit or cancellation charge.
• Cancellations after service has begun or been completed are not eligible for refunds.

Cancellation by Company

HR reserves the right to cancel or reschedule services due to unforeseen circumstances. Affected customers will be informed in advance, and eligible refunds will be processed within 5–7 business days.

8. Vendor Terms

• Scope: Vendors supply components, tools, manpower, or professional services for Hello Royer operations.
• Compliance: All vendors must comply with applicable laws including GST, ESI, PF, and quality standards.
• Confidentiality: Vendors must not disclose pricing, technical data, or customer information to any third party.
• Payment Terms: Vendor payments are processed within 15–30 days from the date of delivery and invoice acceptance.
• Dispute Resolution: Any vendor disputes shall be subject to arbitration in Kolkata, West Bengal.

9. Grievance Policy

Hello Royer is committed to addressing customer concerns fairly and promptly.

How to File a Complaint

• Via the Hello Royer app's Help section
• Email: grievanceofficer@helloroyer.com
• Through the website contact form

Resolution Timelines

• Acknowledgment: Within 48 hours of receiving the complaint
• Resolution: Within 7 working days
• Unresolved complaints may be escalated to our designated Grievance Officer

10. Governing Law

These Terms are governed by and construed in accordance with the laws of India. Any disputes arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of Kolkata, West Bengal.

HR reserves the right to amend these Terms at any time. Continued use of the Platform after changes are posted constitutes your acceptance of the updated Terms.