ZOZIBA CUSTOMER POLICY & USER AGREEMENT
Important information about our services and policies.
ZOZIBA CUSTOMER POLICY & USER AGREEMENT
Customer Terms, Booking Rules, Safety Guidelines, Code of Conduct & 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 that helps customers discover, connect with and book independent service professionals across Guwahati, Assam and other supported locations.
This Customer Policy & User Agreement ("Policy") explains the rights, responsibilities, booking conditions, safety requirements and legal obligations applicable to customers using ZOZIBA.
Our objective is to provide a convenient and transparent marketplace while establishing clear responsibilities for customers, independent service professionals and ZOZIBA.
By registering an account, requesting a quotation, confirming a booking or using the platform, customers agree to the applicable provisions of this Policy when these terms are properly presented and accepted.
This Policy must be read together with ZOZIBA's:
Terms & Conditions
Privacy Policy
Refund & Cancellation Policy
Service Provider Policy
Any additional booking-specific terms disclosed before confirmation
Mandatory rights under Indian law prevail over conflicting contractual provisions.
2. Definitions
ZOZIBA: The operator of the ZOZIBA online home and local services marketplace.
Customer or User: Any individual, household, business or organization using ZOZIBA to discover, request or book services.
Service Provider: An independent individual, professional, contractor or business offering services through ZOZIBA.
Booking: A confirmed service arrangement made through or facilitated by ZOZIBA.
Platform: ZOZIBA's website, applications, booking systems, dashboards and related services.
Service Agreement: The terms governing the specific service to be delivered, including scope, price, timing and applicable cancellation conditions.
3. ZOZIBA's Role as a Marketplace
ZOZIBA primarily provides a digital platform connecting customers with independent service professionals.
Depending on the available platform features, ZOZIBA may facilitate:
Service discovery and comparison
Professional listings and profiles
Customer enquiries
Appointment requests
Booking confirmations
Payment processing
Ratings and reviews
Customer support
Complaint handling
Unless expressly stated otherwise, the independent provider is responsible for performing the booked service.
Registration on ZOZIBA does not automatically make a provider an employee, agent or representative of ZOZIBA.
The legal relationship between ZOZIBA, customers and providers depends on the actual services offered, contractual arrangements and applicable law.
4. Important Notice Regarding Service Provider Behavior
ZOZIBA STRICTLY PROHIBITS VIOLENCE, THREATS, HARASSMENT, ABUSIVE BEHAVIOR, SEXUAL MISCONDUCT, THEFT, FRAUD AND OTHER UNLAWFUL ACTIVITIES.
Independent service providers are responsible for their own wrongful actions and professional conduct to the extent required by law.
ZOZIBA does not authorize, encourage or condone:
Physical violence or assault
Aggressive or threatening behavior
Verbal abuse and intimidation
Sexual harassment
Unwanted physical contact
Theft or fraud
Deliberate property damage
Unauthorized collection of money
Misuse of personal information
Negligent or unlawful service performance
To the extent permitted by applicable law, ZOZIBA does not assume automatic liability for every independent wrongful act committed by a provider solely because that provider registered on the platform or received a booking through it.
However, ZOZIBA remains responsible for its own acts, omissions, representations, contractual commitments and statutory duties where applicable.
Nothing in this Policy excludes liability that cannot legally be excluded.
5. No Guarantee of Individual Provider Conduct
ZOZIBA may implement identity verification, profile reviews, complaint monitoring or other eligibility measures.
Such measures are intended to support marketplace trust and safety.
They do not constitute an absolute guarantee that every provider will:
Behave appropriately in every situation
Arrive at the agreed time
Perform services without error
Possess every qualification unless specifically verified
Avoid all disputes
Deliver a particular outcome
Remain free from misconduct
A provider must not be described as police-verified, background-checked, insured or professionally certified unless the specific claim is accurate.
Customers are encouraged to review relevant provider details and use reasonable precautions.
This provision does not reduce any legally required verification or safety duty applicable to ZOZIBA.
6. Customer Eligibility and Registration
Customers must be legally capable of entering into the applicable service agreement.
General account registration is intended for individuals aged 18 years or older.
A parent or lawful guardian should arrange services involving minors where appropriate.
Customers must provide accurate registration details, including:
Full name
Valid contact information
Service address
Relevant booking details
Other information reasonably necessary to provide the requested service
Customers must not create fraudulent accounts or impersonate another person.
7. Account Security
Customers are responsible for taking reasonable steps to protect their account credentials.
Customers should:
Use secure passwords
Keep OTPs confidential
Avoid sharing account access
Report suspicious activity
Keep contact information updated
Sign out from shared devices
Customers should promptly notify ZOZIBA of suspected unauthorized account access.
ZOZIBA remains responsible for applicable security obligations and its own failures under relevant law.
8. Service Discovery and Provider Selection
Customers may explore available service categories, professional profiles, pricing information and customer reviews.
Customers should review:
The provider's displayed business details
Service descriptions
Relevant qualifications
Service location
Estimated charges
Appointment availability
Cancellation conditions
Reviews and ratings
Any disclosed limitations
Customers should ask for clarification before confirming a service where important information is unclear.
Provider rankings, featured placements and promotional listings do not automatically establish that a provider is the most suitable or safest option.
Sponsored or paid placements must be identified as required by applicable law.
9. Booking Confirmation
A booking becomes confirmed when confirmation is issued through the applicable booking process.
Submitting an enquiry or quotation request does not necessarily create a confirmed booking.
A confirmed booking may specify:
Service type
Service provider
Service location
Scheduled date and time
Agreed price or pricing method
Advance payment
Applicable cancellation terms
Service-specific conditions
Customers should verify these details before proceeding.
ZOZIBA and the provider may contact customers to clarify incomplete booking information.
10. Customer Responsibilities During Service Visits
Customers must provide a reasonably safe and lawful environment for service delivery.
Customers should:
Provide accurate service instructions.
Ensure reasonable access to the service location.
Inform the provider about known hazards.
Keep children and pets away from dangerous work areas.
Secure valuables and confidential documents.
Avoid unnecessary interference with technical work.
Treat providers respectfully.
Follow reasonable safety instructions.
Obtain appropriate permissions for work at rented or shared premises.
Pay agreed lawful charges for properly authorized services.
Customers must not knowingly expose providers to avoidable serious safety risks.
These precautions do not transfer responsibility for a provider's negligence or unlawful conduct to the customer.
11. Customer Code of Conduct
ZOZIBA expects customers to behave respectfully toward service professionals.
Customers must not:
Physically assault or threaten providers.
Use abusive or discriminatory language.
Engage in sexual harassment.
Make unwanted sexual advances.
Intimidate providers over pricing disputes.
Deliberately damage provider equipment.
Make fraudulent complaints.
Refuse lawful agreed payments through deception.
Detain providers unlawfully.
Demand illegal or unsafe services.
Misuse provider contact details.
Serious misconduct may result in proportionate account restrictions and appropriate legal action.
12. Zero Tolerance for Violence and Harassment
Violence, intimidation and sexual misconduct are prohibited regardless of whether the conduct is committed by a customer, provider or another person.
If a customer experiences threats, assault, sexual harassment or another serious safety incident, the customer should:
Prioritize immediate personal safety.
Move to a safe location where possible.
Contact emergency services or police when appropriate.
Seek medical assistance if necessary.
Report the incident to ZOZIBA.
Preserve relevant evidence where safe and lawful.
For emergencies in India, call 112.
Customers do not need ZOZIBA's permission to contact law enforcement.
ZOZIBA may take immediate protective action when credible information indicates an urgent risk.
13. Service Provider Misconduct Complaints
Customers may report suspected provider misconduct, including:
Threats or intimidation
Verbal abuse
Physical assault
Sexual harassment
Theft
Fraud
Property damage
Unauthorized charges
Serious negligence
Privacy violations
Reports should include relevant details such as booking reference, incident date, provider information and available evidence.
ZOZIBA may investigate and take appropriate measures, including temporary account restrictions, suspension or termination.
ZOZIBA may cooperate with lawful police or regulatory investigations.
A report does not automatically establish criminal guilt. Findings of criminal liability are determined by competent authorities and courts.
14. Service Quality and Customer Expectations
Customers are entitled to services consistent with the agreed description and applicable legal standards.
Providers are responsible for delivering their services with reasonable care and skill.
Customers should clearly communicate relevant requirements before work begins.
Where a service is deficient, incomplete or materially different from the agreed scope, customers may request appropriate remedies under the applicable agreement and law.
These may include correction, completion, re-performance, refund or other lawful relief.
ZOZIBA may assist with complaints without representing that every dispute can be resolved immediately.
15. Service Pricing and Quotations
Service prices may be fixed, estimated, hourly, inspection-based or quotation-based.
The applicable pricing method should be disclosed before booking.
For services requiring inspection, the final price may depend on the actual work required.
Providers must obtain appropriate authorization before undertaking additional chargeable work.
Customers are not required to accept unauthorized extra services.
Any compulsory platform fees, taxes or booking charges must be disclosed before payment.
16. Payments and Transaction Security
Where ZOZIBA supports online payments, customers should use the authorized payment options presented through the platform.
Customers must not share:
Banking passwords
Card PINs
OTPs
UPI PINs
Other sensitive authentication credentials
Where direct payment to a provider is permitted, customers should obtain an appropriate receipt.
ZOZIBA may have limited ability to reverse payments made directly to independent providers outside its payment systems.
This does not exclude any responsibility imposed on ZOZIBA by applicable law.
17. Booking Cancellations and Refunds
Customers may cancel bookings according to the applicable Refund & Cancellation Policy and any service-specific terms clearly disclosed before confirmation.
Refund eligibility may depend on:
Time remaining before the appointment
Work already performed
Authorized materials purchased
Reasonable non-recoverable expenses
Provider cancellation
Service non-delivery
Applicable statutory rights
Cancellation charges must comply with applicable consumer protection requirements.
Customers will not be required to waive mandatory refund rights.
Where a provider cancels without customer fault, appropriate replacement, rescheduling or refund arrangements will be offered in accordance with the applicable terms and law.
18. Late Arrivals and No-Shows
Customers should be available at the confirmed service location and time.
If the customer cannot attend, they should notify the provider or ZOZIBA as soon as reasonably possible.
Reasonable previously disclosed charges may apply where a customer fails to attend a confirmed booking.
If the provider does not attend, the customer may request an appropriate remedy.
A provider no-show does not justify charging the customer a penalty for the provider's cancellation.
19. Property Damage and Personal Injury
Customers should promptly report property damage or injury allegedly caused during a service.
Relevant evidence may include:
Photographs
Booking records
Invoices
Written communications
Medical documents
Repair estimates
Witness information
The provider may be legally responsible for damage or injury caused by their negligence, intentional wrongdoing or other legally attributable conduct.
ZOZIBA may assist with complaint handling and preservation of relevant records.
Responsibility for compensation will depend on the facts, applicable law and the respective parties' conduct.
Nothing in this Policy prevents a customer from pursuing lawful compensation against a responsible party, including ZOZIBA where legally justified.
20. Customer Property and Valuables
Customers should take reasonable precautions to protect cash, jewellery, personal documents and other valuables during service visits.
Providers must not take, move or use customer property without authorization.
A customer's failure to secure valuables does not excuse theft or intentional misconduct.
Any suspected theft should be reported promptly to the appropriate authorities and ZOZIBA.
21. Home Access and Privacy
Customers should provide access only to areas reasonably necessary for the booked service.
Providers should not enter private rooms or access personal belongings without authorization.
Customers may establish reasonable access restrictions consistent with the agreed work.
Customers should not disclose unnecessary personal or financial information to providers.
Where a provider requests sensitive information unrelated to the service, the customer should seek clarification or contact ZOZIBA.
22. Children, Elderly Persons and Vulnerable Customers
Additional care may be necessary when services involve children, elderly persons or individuals requiring assistance.
Customers or lawful guardians should assess whether supervision is appropriate for the service.
Providers offering regulated childcare, healthcare or other specialized services must satisfy applicable qualification and legal requirements.
ZOZIBA must not represent that a provider has completed specialized background checks or safeguarding training unless that is accurate.
For services involving vulnerable individuals, the platform should apply appropriate category-specific safeguards.
23. High-Risk and Specialized Services
Certain services involve additional risks, including:
Electrical repairs
Gas-related work
Structural construction
Roofing and work at height
Pest control chemicals
Vehicle towing
Childcare
Elderly assistance
Financial and legal advice
Other regulated professional activities
Customers should review relevant qualifications and service limitations.
Providers must hold legally required licences and follow applicable safety standards.
ZOZIBA does not replace a statutory regulator, professional licensing authority or emergency service.
24. Customer Reviews and Ratings
Customers may submit genuine feedback about their service experiences.
Reviews must be based on actual experiences and must not contain:
Knowingly false accusations
Threats
Harassment
Unlawful discriminatory content
Private identity documents
Bank details
Other unlawfully disclosed personal information
ZOZIBA may moderate reviews according to transparent platform rules.
Customers may express genuine negative experiences without retaliation or improper pressure.
ZOZIBA must not manipulate reviews in a misleading manner.
25. False Complaints and Misuse of the Platform
Customers must not knowingly submit fabricated complaints, fraudulent refund claims or misleading evidence.
ZOZIBA may investigate suspected abuse and take proportionate action.
However, an allegation that is not substantiated does not automatically mean the complaint was fraudulent.
Customers must remain free to raise genuine concerns and exercise lawful consumer rights.
26. Off-Platform Communication and Transactions
Customers and providers may communicate outside ZOZIBA where permitted.
However, off-platform arrangements may not be reflected in ZOZIBA's booking, payment or communication records.
Customers should retain relevant evidence of any such arrangements.
ZOZIBA may be unable to verify or reverse a transaction it did not process.
This limitation does not eliminate legal responsibility arising from ZOZIBA's own conduct.
27. Personal Information and Data Protection
ZOZIBA processes customer information according to its Privacy Policy and applicable Indian law.
Information necessary for a booking may be shared with the relevant service provider.
Providers are expected to use customer information only for authorized service-related purposes.
Customers should avoid sending unnecessary identity documents, financial credentials or sensitive personal information to providers.
Users may exercise applicable privacy rights through ZOZIBA's published contact channels.
28. Third-Party Services and External Links
ZOZIBA may use third-party payment processors, hosting providers, notification services and other technical partners.
External websites and independently operated services may have their own terms and privacy policies.
ZOZIBA is not automatically responsible for every independent third-party action.
However, ZOZIBA remains responsible for its own contractual and statutory obligations, including any responsibility legally attributable to its use of third parties.
29. Platform Availability
ZOZIBA aims to maintain reliable platform access.
Temporary interruptions may occur because of maintenance, network issues, technical failures or events beyond reasonable control.
ZOZIBA does not guarantee uninterrupted availability at all times.
Where a platform failure prevents delivery of a paid entitlement, applicable contractual and statutory remedies remain available.
30. Account Suspension and Termination
ZOZIBA may restrict or terminate customer accounts for legitimate reasons, including:
Fraudulent activity
Serious harassment
Threats or violence
Payment abuse
Repeated material policy violations
Unauthorized access attempts
Unlawful use of the platform
Restrictions should be reasonable and proportionate.
Where appropriate, customers may be given an explanation and an opportunity to challenge the decision.
Account termination does not remove accrued refund rights or other lawful claims.
31. Limitation of ZOZIBA's Liability
To the maximum extent permitted by applicable law, ZOZIBA does not guarantee that every independent provider will deliver a particular outcome or behave appropriately in every circumstance.
ZOZIBA is not automatically liable for independent provider misconduct solely because the provider was listed on the marketplace.
ZOZIBA will not ordinarily be responsible for purely speculative or indirect commercial losses unrelated to its legally attributable conduct.
However, nothing in this Policy excludes or limits ZOZIBA's liability for its own fraud, negligence, misleading representations, statutory violations or other liability that cannot legally be excluded.
Customers retain all applicable rights under Indian consumer protection and other laws.
32. Customer Responsibility and Indemnification
To the extent permitted by law, customers may be responsible for reasonable losses caused by their own unlawful conduct, fraud, intentional damage or material contractual breaches.
Where legally justified, customers agree to indemnify ZOZIBA against reasonable third-party claims and expenses directly attributable to such conduct.
This provision does not apply to losses caused by ZOZIBA's own wrongful acts or legally non-excludable obligations.
Customers are not required to indemnify ZOZIBA merely for submitting genuine complaints, seeking refunds or exercising lawful rights.
33. Dispute Resolution
Customers should contact ZOZIBA for ordinary booking, payment or service disputes where platform assistance may be useful.
ZOZIBA may review relevant information and facilitate communication with the provider.
Customers are not required to accept private settlement or mediation as a condition of exercising statutory rights.
Serious criminal allegations should be directed to competent law-enforcement authorities.
ZOZIBA's internal complaint decisions do not prevent users from seeking relief through legally authorized forums.
34. Grievance Redressal
Customers may submit complaints about:
Booking problems
Provider behavior
Payments and refunds
Misleading service descriptions
Property damage
Account issues
Privacy concerns
Other platform-related matters
Customer Support Email: hi@zoziba.com
Phone: 06026809927
ZOZIBA will acknowledge consumer complaints within 48 hours and aim to resolve them within one month, in accordance with applicable e-commerce requirements.
Where a matter requires a longer lawful investigation or involvement of competent authorities, ZOZIBA will communicate appropriately with the complainant.
The appointed Grievance Officer's name, designation and contact details must be published where required by law.
Customers may also approach the National Consumer Helpline or an appropriate consumer commission.
35. Emergency Reporting
For immediate threats, physical violence, serious injury, sexual assault or other emergencies, customers should contact the appropriate emergency services.
India Emergency Response Number: 112
Customers should not rely on ZOZIBA's routine customer support channels for emergency response.
Where ZOZIBA receives a credible serious safety complaint, it may take appropriate protective measures and cooperate with lawful investigations.
36. Changes to Services and Policies
ZOZIBA may introduce, modify or discontinue platform features for legitimate operational reasons.
Material changes to this Policy will be published with an updated effective date.
Where legally required, ZOZIBA will provide notice or seek renewed agreement.
Changes will not retrospectively remove accrued statutory rights or valid refund entitlements.
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 provision prevents consumers from approaching another legally competent court, consumer commission or regulatory authority.
38. Contact Information
ZOZIBA — Customer Support & Grievance Assistance
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 direct contact details to be published following appointment.
39. Customer Acknowledgement
By accepting this Policy, the customer confirms that:
They have read and understood the applicable customer terms.
They understand ZOZIBA's role as a marketplace.
They understand that service providers may operate as independent professionals.
They will provide accurate booking information.
They will treat service professionals respectfully.
They will not engage in violence, harassment, fraud or unlawful conduct.
They will review relevant service details before confirming a booking.
They understand that no marketplace can guarantee the conduct of every independent provider.
They understand that refunds and cancellations are governed by the applicable booking terms and law.
They retain all mandatory consumer protection and legal rights.
40. Final Safety and Responsibility Notice
ZOZIBA DOES NOT TOLERATE VIOLENCE, HARASSMENT, ABUSE, THREATS, FRAUD, THEFT OR UNLAWFUL CONDUCT.
Independent service providers are responsible for their own wrongful acts and service performance to the extent required by applicable law.
ZOZIBA does not authorize or condone provider misconduct and is not automatically responsible for every independent act of a provider merely because the service was discovered or booked through the platform.
ZOZIBA may investigate credible complaints, restrict provider access and cooperate with competent authorities where appropriate.
Nothing in this Policy excludes ZOZIBA's own legal obligations or limits statutory consumer rights.
ZOZIBA — Connecting Local Needs with Local Expertise.