SERVICE PROVIDER POLICY & CODE OF CONDUCT
Important information about our services and policies.
ZOZIBA SERVICE PROVIDER POLICY & CODE OF CONDUCT
Independent Service Provider Agreement, Professional Standards, Safety Rules & Liability Policy
Effective Date: 8 November 2026
Last Updated: 8 November 2026
Website: https://zoziba.com
Jurisdiction: India
1. Introduction
Welcome to ZOZIBA.
ZOZIBA is a home and local services marketplace designed to connect customers with independent service professionals and businesses across Guwahati, Assam and other supported locations.
This Service Provider Policy and Code of Conduct ("Policy") establishes the rules, responsibilities, professional standards, safety requirements and legal obligations applicable to individuals and businesses offering services through ZOZIBA.
The purpose of this Policy is to protect customers, service providers, ZOZIBA and the wider community while establishing clear accountability for services delivered through the platform.
By registering as a service provider, publishing a service listing, purchasing a provider subscription, accepting a booking or delivering services obtained through ZOZIBA, the provider agrees to comply with this Policy, subject to applicable law.
This Policy forms part of the contractual terms between ZOZIBA and the service provider when accepted through the platform's registration or contracting process.
2. Definitions
For this Policy:
ZOZIBA: The operator of the ZOZIBA online services marketplace.
Service Provider: An independent individual, professional, contractor, business or organization registered to offer services through ZOZIBA.
Customer: An individual or organization requesting, booking or receiving services through the platform.
Booking: A confirmed arrangement for a service between a customer and a provider, facilitated through ZOZIBA.
Platform: ZOZIBA's website, applications, dashboards, booking systems and associated digital services.
Misconduct: Behavior violating this Policy, including harassment, violence, fraud, threats, discrimination, negligence or unlawful activity.
Applicable Law: Relevant Indian legislation, regulations and legally binding orders governing the parties and their activities.
3. Independent Service Provider Relationship
3.1 Independent Contractor Status
Unless expressly stated in a separate written agreement, service providers register with ZOZIBA as independent businesses or independent service professionals.
Registration, membership, profile approval, payment processing or access to bookings does not, by itself, establish an employment, partnership, joint venture or agency relationship.
Providers ordinarily retain responsibility for how they perform their services, subject to agreed booking requirements, applicable professional standards and law.
Nothing in this Policy determines employment or worker status contrary to the actual working relationship or applicable law.
3.2 Provider's Independent Responsibilities
Each provider is responsible for:
Their own professional conduct.
The services they agree to deliver.
Their employees, assistants and permitted subcontractors.
Necessary equipment and tools.
Relevant professional licences and qualifications.
Applicable business registrations and taxes.
Safety precautions and legal compliance.
Accurate quotations and service descriptions.
Damage or injury caused by their wrongful acts or omissions.
Customer complaints arising from their service performance.
ZOZIBA's role as a marketplace does not transfer these responsibilities to ZOZIBA.
4. Important Disclaimer Regarding Provider Conduct
ZOZIBA IS A MARKETPLACE PLATFORM AND DOES NOT AUTHORIZE, ENCOURAGE, CONDONE OR ACCEPT VIOLENCE, HARASSMENT, THREATS, ABUSE, FRAUD OR OTHER UNLAWFUL CONDUCT BY SERVICE PROVIDERS.
Service providers act in their own professional capacity unless a separate arrangement expressly provides otherwise.
To the maximum extent permitted by applicable law, an independent provider is personally or commercially responsible for their own misconduct, including:
Physical assault or violence.
Threatening or intimidating behavior.
Aggressive or abusive conduct.
Sexual harassment or inappropriate advances.
Theft, fraud or intentional property damage.
Negligent or unsafe service performance.
Misuse of customer information.
Unlawful acts committed during or in connection with a service.
ZOZIBA does not assume automatic responsibility for every independent act of a provider merely because the provider registered on the platform or received a booking through it.
However, this provision does not exclude ZOZIBA's liability for its own negligence, misconduct, contractual obligations or statutory duties.
Where ZOZIBA is legally responsible for its own actions or omissions, that responsibility remains governed by applicable law.
5. Zero-Tolerance Policy for Violence and Aggression
ZOZIBA maintains a zero-tolerance policy toward serious violence, threats and intimidation.
Service providers must never:
Physically assault, strike, push or attack a customer.
Threaten to harm a customer or another person.
Use intimidation to demand additional payments.
Engage in violent arguments or aggressive confrontations.
Damage property intentionally during a dispute.
Carry or use weapons unlawfully during service visits.
Threaten customers after a complaint or negative review.
Retaliate against customers who request refunds or report misconduct.
A provider must leave a situation safely and seek appropriate assistance if a dispute becomes threatening.
Credible allegations of serious violence may result in immediate temporary suspension while the matter is investigated.
Where evidence establishes serious misconduct, ZOZIBA may permanently terminate platform access and cooperate with law enforcement.
6. Sexual Harassment and Inappropriate Behavior
Service providers must maintain professional boundaries at all times.
The following conduct is strictly prohibited:
Unwanted physical contact.
Sexual comments or advances.
Requests for sexual favors.
Sexually explicit messages.
Sharing pornography with customers.
Inappropriate touching.
Stalking or repeated unwanted contact.
Secretly recording customers in private circumstances.
Entering private rooms without permission.
Exploiting a customer's vulnerability.
Any form of sexual assault or abuse.
These rules apply regardless of a customer's gender, age, occupation or background.
Serious complaints may result in immediate protective action, including suspension and referral to competent authorities.
ZOZIBA will not require customers to resolve allegations of sexual assault privately with the accused provider before seeking police or legal assistance.
7. Respectful Communication and Professional Behavior
Every provider must communicate respectfully and professionally.
Providers must not:
Shout at or insult customers.
Use abusive or obscene language.
Threaten customers over pricing disagreements.
Humiliate customers.
Engage in discriminatory conduct.
Make repeated unwanted calls.
Send offensive or threatening messages.
Pressure customers to withdraw legitimate complaints.
Behave aggressively when receiving negative feedback.
Providers should explain pricing, delays, service limitations and other issues calmly.
A disagreement about a booking or payment never justifies violence, harassment or threats.
8. Anti-Discrimination Policy
Providers must not unlawfully discriminate against customers on grounds protected by applicable law.
ZOZIBA expects providers to treat customers fairly and respectfully regardless of religion, caste, gender, disability, ethnicity or other legally protected characteristics.
Providers must not use discriminatory language or engage in harassment based on a person's identity.
Reasonable service limitations based on safety, professional competence, lawful eligibility or geographic availability are not automatically discriminatory.
9. Identity Verification and KYC Requirements
ZOZIBA may require service providers to complete identity or business verification before accessing certain platform features.
Providers must submit accurate and authentic information.
Depending on the service category, required documents may include:
Government-issued identification.
Address information.
Business registration details.
Professional qualifications.
Relevant licences or permits.
Bank or payout information.
Other documents reasonably necessary for eligibility checks.
Submitting forged, stolen, altered or misleading documents is prohibited.
9.1 Verification Is Not a Safety Guarantee
Completion of KYC does not guarantee that a provider will always behave professionally or perform every service correctly.
Verification confirms only the specific information actually reviewed through the applicable process.
ZOZIBA must not represent a provider as police-verified, background-checked, licensed or professionally certified unless that particular verification has actually been completed.
Providers remain responsible for their conduct and qualifications regardless of verification status.
10. Professional Licences and Legal Eligibility
Providers must obtain and maintain all licences, permits, registrations and qualifications legally required for their services.
This is especially important for regulated or higher-risk activities, including:
Electrical installation and repair.
Certain construction and structural work.
Financial and investment advice.
Legal professional services.
Healthcare-related services.
Childcare and other regulated care activities.
Transportation services.
Travel operations requiring permits.
Other activities subject to statutory licensing.
ZOZIBA may request evidence of eligibility before allowing relevant services to be listed.
A provider must not claim professional qualifications or legal authorization they do not possess.
11. Customer Safety and Property Protection
Providers must exercise reasonable care when entering a customer's home, office, vehicle or other property.
They must:
Attend only for an authorized service.
Respect the agreed appointment time.
Identify themselves when reasonably requested.
Follow lawful access instructions.
Use suitable tools and safety equipment.
Protect customer property.
Avoid unnecessary entry into private areas.
Maintain appropriate hygiene.
Obtain permission before moving or removing property.
Report accidental damage promptly.
Leave the premises when reasonably requested, subject to safety and lawful obligations.
Providers must not search through customers' personal belongings or access private information unrelated to the service.
12. Provider Responsibility for Employees and Assistants
A registered provider may use assistants or subcontractors only where permitted by ZOZIBA's rules and the relevant booking agreement.
The registered provider remains responsible, to the extent provided by law, for the conduct of employees, assistants and subcontractors engaged to fulfill the service.
Providers must not send an unauthorized replacement person where the customer has booked a specifically identified professional.
Any replacement must satisfy applicable verification, qualification and customer-consent requirements.
Providers must ensure their personnel understand this Code of Conduct.
13. Service Quality and Professional Standards
Providers must deliver services with reasonable skill, care and diligence.
They must not:
Advertise services they cannot perform.
Misrepresent qualifications.
Use unsafe equipment knowingly.
Supply counterfeit materials as genuine.
Perform unauthorized additional work.
Conceal material defects.
Deliberately damage property to generate extra charges.
Make false claims about warranties.
Abandon agreed work without reasonable justification.
Providers must disclose material limitations and risks before performing work.
Any warranties or guarantees must be accurate and clearly described.
14. Service Pricing and Payment Conduct
Providers must communicate prices transparently.
Where a service requires inspection before final pricing, the provider should explain the pricing process and any applicable visit charges.
Providers must not:
Demand undisclosed fees.
Threaten customers over payments.
Misrepresent taxes or platform charges.
Inflate invoices fraudulently.
Demand payment for work not performed.
Pressure customers into unnecessary repairs.
Collect unauthorized deposits.
Circumvent mandatory platform payment arrangements in breach of agreed terms.
Additional work and charges require appropriate customer authorization.
Any platform commissions, subscription fees and settlement deductions must be governed by the applicable provider agreement.
15. Booking Acceptance and Service Completion
Providers must accept bookings only when reasonably able to deliver the requested service.
After accepting a booking, the provider should:
Review the service requirements.
Confirm availability.
Communicate relevant conditions.
Arrive or attend as agreed.
Perform the authorized service.
Explain any necessary additional work.
Provide applicable receipts or invoices.
Update the booking status accurately.
Providers must not falsely mark unfinished work as completed.
Repeated unjustified cancellations, no-shows or misleading completion reports may result in account restrictions.
16. Emergency Situations and Unsafe Conditions
Providers should stop work when continuing would create an immediate serious safety risk.
If an emergency occurs, the provider must prioritize personal safety and seek appropriate emergency assistance.
Examples include:
Fire or electrical hazards.
Serious injury.
Threats of physical violence.
Unsafe structures.
Dangerous equipment.
Medical emergencies.
Other imminent hazards.
Providers must not attempt work outside their training or legal authorization.
In India, emergency police, fire or medical assistance may be requested through 112.
ZOZIBA support is not a substitute for emergency services.
17. Theft, Fraud and Criminal Conduct
The following conduct is prohibited:
Stealing customer property.
Fraudulent billing.
Using false identities.
Misappropriating customer payments.
Unauthorized financial transactions.
Forging documents.
Extortion or blackmail.
Deliberate damage.
Unauthorized recording.
Unlawful possession or misuse of customer information.
Any other criminal activity connected with platform use.
ZOZIBA may preserve relevant records and cooperate with lawful investigations.
Criminal responsibility is determined under applicable law by competent authorities and courts.
18. Alcohol, Drugs and Impairment
Providers must not perform services while impaired by alcohol, illegal drugs or other substances that compromise safety or professional judgment.
Providers must not consume alcohol or illegal drugs at customer premises.
They must not bring unlawful substances to service locations.
ZOZIBA may restrict a provider's access where credible evidence indicates serious safety risks arising from impairment.
19. Customer Privacy and Confidentiality
Providers may receive personal information necessary to fulfill a booking.
Such information may include names, phone numbers, addresses, booking details and service instructions.
Providers must use this information only for authorized purposes.
They must not:
Sell customer contact details.
Share private addresses unnecessarily.
Publish photographs of customers without permission.
Record private conversations unlawfully.
Contact customers for unrelated personal purposes without a lawful basis.
Use booking information for harassment.
Retain unnecessary copies of identity documents.
Disclose confidential business or household information.
Providers must comply with applicable privacy and data protection requirements.
20. Photographs, Videos and Social Media
Providers must obtain appropriate permission before photographing or recording customers, their family members, private property or sensitive documents.
Customer photographs must not be published for advertising without a lawful basis and necessary permission.
Providers must not use a customer's home, children, personal belongings or confidential information for promotional content without authorization.
Unauthorized recordings or disclosures may result in account termination and legal consequences.
21. Reviews, Ratings and Customer Complaints
Providers must respect customers' rights to submit genuine reviews and complaints.
Providers must not:
Threaten customers over ratings.
Offer improper incentives for fabricated reviews.
Publish fake testimonials.
Retaliate against complainants.
Harass customers who request refunds.
Submit false complaints against competitors.
Manipulate platform ratings.
ZOZIBA may moderate reviews and investigate suspected manipulation.
Providers may respond professionally to feedback through available platform features.
22. Complaint Investigation and Provider Cooperation
ZOZIBA may investigate credible complaints concerning:
Violence or threats.
Harassment.
Theft or fraud.
Property damage.
Poor service quality.
Misleading pricing.
Privacy violations.
Unlawful activities.
Repeated cancellations.
Serious breaches of this Policy.
Providers must cooperate reasonably with legitimate investigations.
ZOZIBA may request relevant booking records, communications, invoices, photographs or other lawful evidence.
ZOZIBA will seek to handle complaints fairly and proportionately.
A complaint does not automatically establish guilt.
However, immediate temporary restrictions may be appropriate where credible allegations indicate an urgent safety risk.
23. Suspension and Termination
ZOZIBA may temporarily suspend or permanently terminate provider access where justified by:
Serious misconduct.
Credible immediate safety threats.
Proven fraud.
Forged verification documents.
Repeated material policy violations.
Unlawful service activity.
Serious privacy violations.
Material breaches of the provider agreement.
Applicable legal or regulatory requirements.
Where appropriate, ZOZIBA may notify the provider of the reason and provide an opportunity to respond.
Immediate protective restrictions may be imposed before a final decision when reasonably necessary to prevent serious harm.
Termination does not eliminate existing refund, settlement, legal or customer-service obligations.
24. Liability for Provider Misconduct
Each independent provider is responsible for their own wrongful acts and omissions to the extent imposed by applicable law.
Where a provider commits assault, harassment, theft, fraud, intentional damage, negligence or another unlawful act, the provider may face personal, civil, contractual or criminal consequences.
ZOZIBA does not authorize or accept responsibility for independent provider misconduct merely because the provider was listed or booked through the marketplace.
ZOZIBA is not a guarantor of every provider's behavior, service outcome or personal conduct.
However, nothing in this Policy excludes liability arising from ZOZIBA's own wrongful conduct, legally attributable acts, negligent performance of applicable duties or statutory obligations.
The allocation of responsibility in any particular incident depends on the facts, contractual arrangements and applicable law.
25. Provider Indemnification
To the extent permitted by law, the provider agrees to indemnify and hold harmless ZOZIBA, its lawful operators, directors, officers and authorized personnel against reasonable third-party losses, claims, damages, liabilities and legal expenses arising from:
The provider's unlawful conduct.
The provider's negligence or wilful misconduct.
Violence, harassment or threats committed by the provider.
Fraud or misrepresentation by the provider.
Damage to customer property caused by the provider.
Breach of applicable professional duties.
Unauthorized use of customer information.
Material violation of this Policy.
Misconduct of personnel for whom the provider is legally responsible.
Infringement of third-party rights by the provider.
This indemnity applies only to the extent the relevant loss is legally attributable to the provider's conduct.
It does not require the provider to indemnify ZOZIBA for losses caused by ZOZIBA's own fraud, wilful misconduct, negligence or non-excludable legal obligations.
ZOZIBA must take reasonable steps to mitigate recoverable losses.
Any indemnity claim must be supported by appropriate evidence and applicable law.
26. Limitation of ZOZIBA's Liability
To the maximum extent permitted by applicable law, ZOZIBA does not guarantee:
Continuous booking opportunities.
Minimum customer enquiries.
Provider earnings or profitability.
The personal behavior of every independent provider.
The quality of every independently delivered service.
The absence of all customer-provider disputes.
Specific commercial outcomes from subscriptions.
The uninterrupted availability of every platform feature.
ZOZIBA will not ordinarily be liable for indirect or speculative commercial losses arising solely from the absence of expected leads, revenue or bookings.
Any contractual limitation of ZOZIBA's liability must be interpreted reasonably and in accordance with applicable law.
Nothing in this Policy excludes or restricts liability for fraud, wilful misconduct, legally attributable personal injury, statutory consumer remedies or any other liability that cannot lawfully be excluded.
27. Insurance and Risk Management
Providers are encouraged to maintain appropriate insurance based on the nature of their services.
Depending on the activity, this may include:
Public liability insurance.
Professional indemnity insurance.
Workers' compensation or other legally required coverage.
Vehicle insurance.
Property damage coverage.
Other category-specific insurance.
Where insurance is legally required, the provider must maintain it.
ZOZIBA may require evidence of relevant insurance for certain higher-risk services.
Unless expressly stated in writing, ZOZIBA does not provide automatic insurance coverage for every provider or customer booking.
28. Provider Subscriptions and Memberships
ZOZIBA may offer paid provider memberships, including Starter, Professional, Premium and other plans.
Membership fees purchase access to the features and entitlements disclosed at the time of purchase.
All activated subscriptions and membership plans are generally non-refundable, subject to applicable law and ZOZIBA's Refund & Cancellation Policy.
Purchasing a subscription does not guarantee:
Customer bookings.
Business profits.
Exclusive market access.
Specific search rankings.
Professional licensing.
Immunity from suspension.
Exemption from safety or conduct requirements.
A paid subscription does not authorize a provider to violate platform rules.
29. Provider Earnings and Settlements
Where ZOZIBA facilitates customer payments, provider settlements will be governed by the applicable payment and provider agreements.
ZOZIBA may make lawful adjustments for:
Approved refunds.
Valid chargebacks.
Agreed commissions.
Duplicate payments.
Documented payment errors.
Legally recoverable amounts.
Disputed funds may be temporarily held where reasonably necessary and legally permitted.
Undisputed amounts should be settled according to the applicable payment terms.
ZOZIBA will not impose arbitrary or undisclosed deductions.
30. Tax and Regulatory Compliance
Providers are responsible for complying with applicable tax, registration and professional requirements.
These may include GST, income tax, invoicing and other relevant obligations.
ZOZIBA may request information necessary for lawful payment reporting, tax compliance or verification.
Any statutory tax collection, deduction or reporting obligations applicable to ZOZIBA remain ZOZIBA's responsibility.
31. No Misrepresentation of ZOZIBA
Providers must not falsely claim to be:
Employees of ZOZIBA.
Official government representatives.
Exclusively appointed agents of ZOZIBA.
Guaranteed or insured by ZOZIBA without authorization.
Police-verified unless that verification actually occurred.
Licensed by ZOZIBA as a statutory professional regulator.
Providers may accurately describe themselves as registered service providers on ZOZIBA where that status is valid.
Use of ZOZIBA's name, logo or trademarks must comply with the platform's branding rules.
32. Off-Platform Transactions
Where providers communicate or transact outside ZOZIBA, they remain responsible for their conduct and legal obligations.
ZOZIBA may have limited visibility into payments, messages or service changes that occur outside its systems.
Providers must not use off-platform arrangements to evade agreed commissions, mislead customers or circumvent lawful platform requirements.
This provision does not eliminate any legal duty ZOZIBA may have in relation to a transaction.
33. Cooperation With Law Enforcement
ZOZIBA may cooperate with lawful requests from police, courts and competent regulatory authorities.
In cases involving credible allegations of violence, sexual assault, theft, fraud or other serious offences, ZOZIBA may preserve relevant records and take appropriate protective measures.
Personal information will be disclosed only where permitted or required by applicable law.
ZOZIBA will not obstruct lawful investigations or require victims to waive legal rights as a condition of receiving platform assistance.
34. Customer and Provider Dispute Resolution
Customers and providers should first attempt to resolve ordinary service disagreements respectfully where safe and appropriate.
Disputes may concern:
Service quality.
Booking changes.
Delays.
Pricing.
Refunds.
Property damage.
Contractual performance.
ZOZIBA may facilitate communication and review available records.
ZOZIBA is not a court and does not make binding determinations of criminal guilt.
Serious allegations of violence, sexual misconduct or threats should be referred to appropriate authorities rather than treated solely as ordinary commercial disputes.
Users retain all legal rights and remedies.
35. Grievance Redressal
Providers and customers may submit complaints through ZOZIBA's published support channels.
Email: hi@zoziba.com
Phone: 06026809927
Complaints should include relevant details such as booking reference, date, description of the incident and available evidence.
ZOZIBA aims to acknowledge complaints within 48 hours and resolve them within one month, subject to applicable legal requirements and the complexity of the matter.
Where required by law, ZOZIBA will publish its appointed Grievance Officer's name, designation and contact details.
For urgent safety threats, users should contact emergency services rather than wait for a support response.
36. Force Majeure and Unforeseen Events
Service providers and ZOZIBA may experience disruptions caused by severe weather, floods, transport interruptions, government restrictions or other events beyond reasonable control.
The parties should communicate promptly and consider appropriate rescheduling or cancellation arrangements.
Force majeure does not excuse fraud, violence, intentional misconduct or other obligations that cannot legally be excluded.
Refunds and other remedies remain subject to the applicable booking agreement and law.
37. Governing Law and Jurisdiction
This Policy is governed by the laws of India.
Subject to mandatory statutory rights and the jurisdiction of competent authorities, contractual disputes may be brought before the competent courts at Guwahati, Assam.
Nothing in this clause restricts the jurisdiction of criminal courts, consumer commissions, labour authorities or other competent bodies where applicable law provides otherwise.
38. Policy Amendments
ZOZIBA may update this Policy to reflect operational changes, legal developments or new marketplace features.
Material changes will be published with an updated effective date and communicated where legally required.
Changes will not retrospectively remove accrued statutory rights.
Providers may be required to accept materially revised contractual terms before continuing to offer services.
39. Contact Information
ZOZIBA — Service Provider Compliance & Support
Office Address:
3rd Floor, Gallery 2000
Rajgarh Road, Lachit Nagar
Guwahati, Assam – 781003
India
Phone: 06026809927
Email: hi@zoziba.com
Website: https://zoziba.com
Grievance Officer: Name, designation and contact details to be published following appointment.
40. Mandatory Provider Acknowledgement
By accepting this Policy, the service provider confirms that:
They have read and understood the Service Provider Policy and Code of Conduct.
They will provide accurate identity and business information.
They will comply with applicable professional and legal requirements.
They will maintain professional and respectful conduct.
They will not engage in violence, threats, harassment, fraud or other unlawful activity.
They accept responsibility for their own wrongful conduct and applicable service obligations.
They understand that ZOZIBA does not guarantee bookings, earnings or customer demand.
They understand that ZOZIBA may investigate complaints and restrict accounts where justified.
They accept the applicable subscription, commission and payment terms.
They understand that this Policy does not remove rights or obligations established by applicable law.
FINAL SAFETY AND RESPONSIBILITY NOTICE
ZOZIBA strictly prohibits violence, harassment, sexual misconduct, intimidation, fraud, theft and abusive behavior.
Independent service providers are responsible for their own unlawful acts, professional conduct and service performance to the extent required by law.
ZOZIBA does not authorize or condone provider misconduct and may take appropriate action against violations, including suspension, termination and cooperation with competent authorities.
Nothing in this Policy excludes ZOZIBA's own legal responsibilities or the statutory rights of customers and providers.
ZOZIBA — Connecting Local Needs with Local Expertise.