Terms of Service

About these terms

These terms apply to the ESY Services website and mobile app (together, the "platform") in Nepal and India. By creating an account, booking a service or offering services through ESY Services, you agree to these terms and to our Privacy Policy. If you do not agree, please do not use the platform.

ESY Services is a marketplace that connects customers with independent service providers such as plumbers, electricians and cleaners. Providers are not ESY Services employees, and the service itself is agreed between the customer and the provider.

Your account

You sign in with your mobile number and a one-time code sent by SMS. Each mobile number can belong to one account. You must give accurate details, keep access to your phone secure and tell us promptly if you think someone else has used your account. You are responsible for activity on your account.

Your country (Nepal or India) is set from your mobile number. You see the providers, services, prices and payment methods available in that country.

Bookings

When you book, you choose a service, a provider, a date and time, and the address where the work will be done. A booking is confirmed only after the provider accepts it. Providers may decline a request, giving a reason.

Prices are shown in Nepalese rupees (NPR) in Nepal and Indian rupees (INR) in India. The final amount can change if the work needed differs from what was booked, for example extra parts or extra time; the provider should agree any change with you before doing the work.

Please make sure someone is available at the address at the booked time and that the provider can safely access the work area.

Payments

Available payment methods depend on your country: in Nepal, cash after service, eSewa, Khalti and card; in India, cash after service, UPI and card, where available. Online payments are processed by our payment partners, and their terms also apply. A booking is marked paid when the payment is confirmed or, for cash, when the provider completes the job.

Cancellations and refunds

Customers can cancel a booking from their bookings page before the scheduled time. Providers can cancel a booking that is still open but must give a reason, and the customer is notified.

If you paid online and the booking is cancelled, the payment is marked for refund and returned to the original payment method. How long the refund takes to reach you depends on the payment provider.

Problems with a service

If something goes wrong, open the booking and use Report an issue, or contact us. We will review the case with you and the provider and may help arrange a fix, a replacement provider or a refund where appropriate. ESY Services does not guarantee the outcome of any service.

Rules for service providers

Providers must complete our verification process and keep their profile, services, prices, service areas and availability accurate. Providers must hold any licences their work requires, carry out work safely and professionally, honour accepted bookings, and treat customers and their property with care.

ESY Services charges providers a platform commission on completed bookings. The commission is shown on each booking request before you accept it, and the rate may change with notice. We may suspend or remove providers who breach these terms, receive repeated serious complaints, or provide false information.

Reviews and messages

Customers can review a provider after a completed booking. Reviews and messages must be honest, relevant and respectful. We may remove content that is abusive, misleading, discriminatory, shares personal information or is unrelated to the service.

Acceptable use

You must not misuse the platform. That includes making fake bookings or reviews, arranging to pay outside the platform to avoid fees, harassing other users, interfering with the platform's security, or using it for anything unlawful. We may suspend or close accounts that do.

Liability

We work to keep the platform available and accurate, but it is provided "as is". To the extent the law allows, ESY Services is not liable for the work done by providers or for indirect or consequential losses. Nothing in these terms limits rights you have under consumer protection laws in your country.

Changes and governing law

We may update these terms. When we make significant changes, we will update the date above and let you know through the platform. Continuing to use ESY Services after a change means you accept the updated terms.

These terms are governed by the laws of the country where the service is booked: Nepal or India.

Contact us

Questions about these terms? Reach us through our contact page.