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Service Delivery Policy
Last updated
This Service Delivery Policy outlines how digital platform access, professional lead credits, and doorstep home services are fulfilled on ServizMate, owned and operated by Edone Solutions, Hyderabad, Telangana, India.
Legal Operator & Payment Processing Notice
ServizMate is a home-services marketplace owned and operated by Edone Solutions, Hyderabad, Telangana, India. Online payments made to ServizMate are collected and processed by Edone Solutions through Razorpay.
1. Digital Delivery of Platform Services
ServizMate operates an internet-based technology platform. All commercial transactions processed directly by Edone Solutions on this platform are for digitally delivered services:
- Professional Account Activation: Access to the partner portal and verified vendor status is activated digitally within 24 to 48 hours following document verification and completion of the one-time onboarding fee.
- Prepaid Lead Credits: When an approved professional purchases a lead recharge plan via Razorpay, the lead credits are applied to their digital balance immediately upon receipt of the automated payment confirmation webhook.
- Lead Dispatch: Matching customer leads are delivered electronically to the professional's dashboard and notification feed in real time.
2. Physical Shipping & Courier Disclaimer
Non-Applicability of Physical Shipping:
ServizMate does not sell or dispatch physical goods, merchandise, or boxed products. As such:
- No postal or courier waybills are generated.
- No physical shipping fees are charged.
- Standard e-commerce courier dispatch windows do not apply.
3. Doorstep Home-Service Fulfillment
The manual home services listed on our website (such as electrical wiring, plumbing fixes, air conditioning servicing, cleaning, and carpentry) are performed physically at the customer's designated service address within Greater Hyderabad.
A. Service Coverage Area
Services are delivered exclusively across the 65 operational localities and residential zones of Hyderabad, Telangana, India. Bookings outside our active coverage zones cannot be fulfilled.
B. Requested Scheduling vs. Arrival Conditions
The booking time selected during checkout represents a requested service arrival window. It is not an inflexible, absolute guarantee of exact arrival to the minute. Delays may occasionally arise due to:
- Unforeseen traffic congestion, road diversions, or monsoon weather in Hyderabad;
- Extended repair complexity or emergency requirements at a technician's preceding appointment;
- Customer unresponsiveness or difficulty locating the designated building or flat.
C. Customer Communication & Status Updates
Customers receive real-time status updates via SMS and within their booking tracking page (showing stages such as Assigned, Confirmed, and Completed). The technician will contact the customer via phone call before arriving at the premises.
4. Customer Premises & Safety Requirements
To ensure timely and safe service delivery:
- Accurate Address: Customers must ensure the provided street name, landmark, and building details are accurate and that access (gates, elevators, society permissions) is facilitated for the technician.
- Presence of Responsible Adult: A responsible adult must be present on the premises during the entire duration of the service visit.
- Utilities Access: For jobs requiring electricity or water (e.g. AC servicing, deep cleaning, pressure washing), customers must provide reasonable access to power points and water outlets.
5. Service Delays & Unfulfilled Appointments
If an assigned professional cannot reach your location due to vehicle breakdown, emergency, or severe weather, our dispatch team will endeavor to coordinate with another available verified professional in your zone or contact you to reschedule for a mutually convenient time slot.
Because customers pay ₹0 in advance, no financial deduction occurs if a booking cannot be fulfilled.
Common questions
- Does ServizMate ship any physical goods or products?
- No. ServizMate does not sell, package, or dispatch any physical goods, parcels, or retail products. Therefore, physical courier shipping timelines, postal tracking, and courier delivery windows do not apply.
- How fast are prepaid lead credits credited to a professional's account?
- Lead credits purchased by verified professionals through Razorpay are credited digitally and instantly upon successful payment capture and webhook verification by our servers (typically within a few seconds).
- Is the scheduled booking time an absolute guarantee?
- The time slot chosen by the customer is a requested appointment window. While professionals make every effort to arrive promptly, actual arrival times may be influenced by urban traffic, weather, job complexity at a previous site, or transit conditions across Hyderabad.
- Who delivers the actual home repair or maintenance service?
- Doorstep services are performed directly at your premises by verified, independent third-party service professionals who have accepted your booking dispatch.