Terms — Customer (BHS-Managed) | Beyond Home Services

1. Services Overview

Included: Cleaning, cooking, babysitting, and part/full-time helpers (8–24 hours per day). All services are performed by independent Helpers.
Facilitated: Aadhaar identity verification (in-house) plus standard court-record & address background verification via an independent third-party agency — included in the one-time onboarding fee for every confirmed Helper; optional police verification (PVC) via a separate agency for ₹2,500; replacements; and payment processing.
Excluded: Direct employment of Helpers outside BHS. Violations will result in immediate blacklisting.

2. Account Creation

Must be 18 years or older to register.
Provide accurate and up-to-date details (address, phone number, family size, etc.) and maintain account security.
By creating an account, you consent to receive communications via WhatsApp, email, SMS, and other channels for service-related updates, payment requests, promotions, and notifications.

3. Bookings & Rescheduling

Bookings are available only on a monthly service basis.
Any rescheduling or service adjustment must be requested at least 5 days in advance and is subject to Helper availability.

4. Pricing, Fees & Payment Terms

Invoices are sent to your registered email; printed bills are not issued.
Payments are due at the end of each month. Helpers are paid monthly by BHS, by the 5th of the following month.
Late payments will incur a 2% per month fee.
Service fees may be revised with prior notice.
Additional replacement visits beyond the 2 free replacements require a fresh onboarding fee (see Section 6).

5. Leave Policy

Helper-Entitled Paid Leaves:
- Full-day Helper: 4 per month
- Part-time Worker: 3 per month
Saturday/Sunday is commonly accepted leave by most customers and Helpers.
Any leaves not approved by the customer and exceeding the monthly leaves will be unpaid.
Helper-planned leaves require mutual agreement on dates.
Customer-Approved Paid Leaves: Customers may approve additional leaves (e.g., for travel, personal reasons) outside the helper's 3/4 entitled leaves. These leaves are paid. Customer-initiated leaves are approved solely at the customer's discretion.
Temporary Replacement: Only for informed leave AND only if another helper with the same skills, in same locality is available. Emergency leave and same-day replacement is not possible. In case of temporary replacement will only be available for limited time and may not be covering the entire service period.

6. Service Start, Tools & Replacements

Individually managed engagements include a 3-day trial period to let both parties assess service comfort and continuity. Society Circle members instead get unlimited paid trials from their society's pool — you may trial another helper from the pool as often as you need, and the onboarding fee becomes payable only once you confirm a helper. In both cases trial days are paid work for the helper, and onboarding completes on mutual confirmation from the helper and the customer.

Onboarding Fee

A one-time onboarding fee is payable once your helper is confirmed: ₹4,000 (flat) for an individually managed engagement, or ₹5,000 per family for Society Circle. It covers trial coordination, up to 2 free replacements, and standard background verification (see below) for the confirmed helper and any replacements. Helper wages for trial days are paid by the customer and are not part of this fee.
The onboarding fee is valid for 6 months — this is the window for your 2 free replacements. After 6 months a fresh onboarding fee applies for any further replacement, though your service continues as normal.
50% of the onboarding fee is refundable if BHS is unable to provide a suitable replacement within 7 working days of your request; it is otherwise non-refundable and non-adjustable.

Verification (included)

Every confirmed helper is verified as standard, included in the onboarding fee: Aadhaar identity (in-house, up front) plus a criminal court-record check and physical address verification performed by an independent third-party agency.
Court-record and address checks are initiated after the helper is confirmed and the onboarding fee is paid; the report typically takes 10–15 working days, so your helper may begin work before it is available.
These reports are third-party and support due diligence only — they do not guarantee a Helper's future conduct, and BHS is not liable for any act or omission of a Helper. Optional police verification (PVC) is available on demand via a separate agency for ₹2,500.

Tool Access & Feedback

Upon onboarding, customers will receive access to BHS tools to view service details, helper attendance, and package summaries.

7. Permanent Replacements After the Trial Period

You get 2 FREE replacement helpers – We'll send helpers who are ready to work.
Counts only if you say no – If you reject a helper after meeting them, it uses 1 of your 2 replacements. For Society Circle this applies only after you have confirmed a helper and paid the onboarding fee — pool trials taken before confirmation are unlimited and consume no replacement.
No penalty for helper cancellations – If the helper backs out before the visit, it doesn't count.
After 2 FREE replacements – You'll need to pay the onboarding fee again for more replacements. Society Circle members pay a discounted onboarding fee for further replacements.
New trial each time – Every replacement helper gets a fresh 3-day trial (individually managed), or continues under your unlimited pool trials (Society Circle).
Clients must release workers immediately upon resignation and clear all unpaid wages before requesting a permanent replacement.

8. Commitment Confirmation (Optional)

After 1 month, you may opt for a Mutual Service Agreement (3/6/12 months) with a refundable deposit (₹ 1,500 or ₹ 3,000 based on service value) from both parties.
If one party discontinues, the other receives the combined deposit. In case of mutual exit or medical emergency, both get refunds.

9. User Conduct

Discrimination or harassment based on language, race, religion, gender, or caste is prohibited.
Helpers must be evaluated on skills, work ethic, and performance, not personal attributes.
Provide a safe working environment; Helpers may refuse unsafe conditions.
Directly engaging Helpers outside BHS is strictly prohibited.

10. Lunch & Tea Breaks

Helpers are entitled to a 30-minute lunch break and a 15-minute tea break during working hours for full-time helper.
The timing of these breaks should be mutually agreed upon between the customer and the helper to ensure minimal disruption to the service.

11. Flexible Hours on Weekends and Holidays

Discuss and agree on flexible hours directly with the helper.
BHS will not manage flexible hours.
Flexibility should not disrupt other customers or service quality.

12. Responsibilities of Customers & Helpers

Provide accurate, updated information.
Treat each other respectfully.
Live-in Helpers must be given 3 meals daily, plus access to washroom and drinking water.
Avoid direct engagements outside BHS to maintain service integrity.

13. Privacy & Communication

Personal information is used only for service delivery and support.
We do not share your information with third parties except when required for service execution.
Official communication will be via WhatsApp/email only.

14. Refunds

No refunds are applicable as BHS charges post-service completion.
Onboarding fees are non-refundable (including unused replacement visits), except that 50% of the onboarding fee is refundable if BHS is unable to provide a suitable replacement within 7 working days of your request.

15. Liability

Background verification: Criminal court-record and address checks are performed by an independent third-party agency, and police verification (on demand) by a separate agency. These checks reflect information available from third-party and government sources as of the date of the check. BHS facilitates but does not conduct these checks, does not guarantee their accuracy or completeness, and is not liable for any act or omission of a Helper. Customers should apply their own judgment.
BHS is not liable for disputes, damages, or losses from direct arrangements between customers and Helpers.
Not responsible for:
- Damages caused by Helper negligence
- Losses from customer negligence (e.g., unsecured valuables)
- Criminal acts by Helpers or customers (must be reported to police)
Verified offenders will be blacklisted.

16. Misconduct & Termination

Handling Misconduct

BHS will not intervene in disputes or misconduct between Customers and Helpers. Our role is limited to providing support with temporary or permanent replacements, training, and payment management.

If a worker terminates service due to unfair labour practices, mistreatment, or breach of agreement by the client, the contract will be deemed null and void. The client forfeits all claims to temporary or permanent replacements or refunds and may face blacklisting.
BHS reserves the right to terminate services and blacklist both Customers and Helpers involved in unauthorized private arrangements outside the platform.
Once the candidate's profile has been shared with client, the client cannot proceed to hire them on their own without BHS. If the Client lies by hiring the Candidate, the Client may face legal action from our legal team. In the event that a complaint is made, the customer will be legally required to pay a strict penalty charge equal to 10× (ten times) the Monthly Service Charge under IPC Code 420, Section 80C, and Violation of Section 73(ICA) Act.

16. Emergency Support

Hours: Mon–Fri (9:30 AM–6:30 PM), Sat (10:00 AM–6:30 PM), closed Sun/public holidays.
Outside hours, customers and Helpers have each other’s emergency contact numbers.

18. Changes to the Agreement

BHS reserves the right to amend these terms without prior notice. All disputes are subject to Pune, Maharashtra jurisdiction.

For any complaint/query, please contact us at contactus@beyondhome.services or call us at +91 94227 99158