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Terms of Service
Welcome to MistriApp. These Terms of Service ("Terms") are a legally binding agreement between you and MistriApp ("MistriApp", "we", "us"), which operates the MistriApp website and related services (the "Platform"). Please read them carefully. By creating an account or using the Platform, you confirm that you have read, understood and agree to these Terms and to our Privacy Policy. If you do not agree, please do not use the Platform.
1. About MistriApp
MistriApp is an online marketplace that connects people who need home services ("Customers") with independent skilled workers such as plumbers, electricians, carpenters, painters and masons ("Mistris"). Customers can post service requests, receive quotes and hire a Mistri; Mistris can find work, send quotes and manage their jobs and labour teams.
MistriApp is an intermediary within the meaning of the Information Technology Act, 2000. We do not provide the home services ourselves. Mistris are independent service providers and are not our employees, agents or partners. The contract for any service is directly between the Customer and the Mistri.
2. Eligibility and accounts
- You must be at least 18 years old and legally able to enter into a contract under Indian law to use the Platform.
- You must give accurate, current and complete information when you sign up (including your name, mobile number, email address and address) and keep it up to date.
- You are responsible for keeping your password confidential and for all activity under your account. Tell us immediately at support@mistriapp.com if you suspect unauthorised use.
- One person may hold only one account per role. Accounts are personal and may not be sold, transferred or shared.
3. Using the Platform as a Customer
- Service requests: When you book, describe the work honestly, give the correct address and choose a date and time in the future. Photos you upload must relate to the job (up to 6 images per booking).
- Quotes: Mistris may send you a price quote. A quote is an offer from the Mistri, not from MistriApp. When you accept a quote, you hire that Mistri at the quoted price and other pending quotes for that booking are automatically declined.
- Access and safety: You agree to give the Mistri safe, reasonable access to the work site and to tell them about any known hazards.
- Completion: A booking is marked completed only after both you and the Mistri confirm the work is done. Please confirm promptly and honestly.
- Reviews: After a booking is completed you may leave one rating and review for the Mistri. Reviews must be genuine, based on your own experience and must not contain abusive, false or personal information.
4. Using the Platform as a Mistri
- You must be at least 18 years old and hold any skills, licences or permissions required by law for the services you offer (for example, electrical work).
- Your profile, trade category, experience, rates and availability must be accurate. Do not use another person's identity or photos.
- Quotes you send must be genuine. Once a Customer accepts your quote, you are expected to do the job at the agreed price, at the agreed time, with reasonable skill and care. If the scope of work changes, agree any price change with the Customer before doing the extra work.
- If you add labourers to your team or assign them to a job, you are solely responsible for them, including their identity verification, wages, safety and conduct, and for complying with applicable labour laws. Employing anyone under 18 years of age for work through the Platform is strictly prohibited.
- The "Verified" badge means our team has reviewed the information you submitted. It is not a licence, certification or guarantee of your work.
- You are responsible for your own taxes (including GST, if applicable) on income you earn.
5. Prices and payments
- Prices on the Platform are set by Mistris through their listed rates and quotes. MistriApp does not set or control them.
- Unless we tell you otherwise in the app, payment for a service is made directly between the Customer and the Mistri (for example in cash or by UPI) after the work is done. MistriApp does not collect, hold or refund these payments.
- Customers should pay only the agreed amount and ask for a receipt where possible. Mistris must not demand payment above the accepted quote without the Customer's agreement.
- Creating an account and browsing the Platform is currently free. If we introduce fees or commissions, we will tell you in advance and they will apply only after you accept them.
6. Cancellations
- A Customer may cancel a booking while it is pending or accepted, before the work has started. Please cancel as early as possible so the Mistri can plan their day.
- A Mistri may decline a request. If a Mistri has accepted a job but can no longer attend, they must inform the Customer immediately.
- Once work is in progress, the booking can no longer be cancelled in the app; any dispute should be raised with support.
- Repeated last-minute cancellations or no-shows may lead to restrictions on your account.
7. Referral points
You may invite others using your referral link. When someone signs up with your link you may receive reward points (currently 50 points for a new Customer and 100 points for a new Mistri). Points are a goodwill reward: they have no cash value, cannot be transferred or sold, and may be changed, expired or withdrawn by us at any time. Points gained through fake accounts, self-referrals or other abuse will be removed.
8. Acceptable use
You agree not to:
- post false, misleading, defamatory, obscene, hateful or unlawful content, or content that infringes anyone's rights;
- harass, threaten, discriminate against or harm any user, or behave unsafely at a work site;
- use the Platform for any illegal work or to avoid taxes or labour laws;
- create fake bookings, quotes, reviews or accounts, or manipulate ratings or referral points;
- misuse another user's contact details, which are shared only to carry out a booking;
- scrape, copy, reverse-engineer, overload or interfere with the Platform, or try to access accounts or data that are not yours.
9. Content you share
You keep ownership of the content you upload (such as job descriptions, photos, profile details and reviews). You give MistriApp a non-exclusive, royalty-free licence to host, display and use that content to run and improve the Platform. You confirm that you have the right to share it. We may remove any content that breaks these Terms or the law.
10. Suspension and termination
We may warn you, suspend or limit your account, cancel or suspend a booking, or remove content if we reasonably believe you have broken these Terms, put others at risk, or if required by law. Where appropriate we will tell you the reason. You may stop using the Platform at any time and ask us to close your account by contacting support. Sections that by their nature should continue (such as liability and dispute resolution) survive termination.
11. Disclaimers
The Platform is provided on an "as is" and "as available" basis. Because Mistris are independent, MistriApp does not guarantee the quality, safety, timing or legality of any service, the accuracy of user content, or that the Platform will always be available or error-free. You should use your own judgment when hiring or working with any user.
12. Limitation of liability
To the maximum extent permitted by law, MistriApp is not liable for any indirect, incidental or consequential loss, or for loss or damage arising from the acts or omissions of Customers or Mistris, including property damage, injury or payment disputes between them. Where we are found liable, our total liability to you will not exceed ₹1,000 or the total fees (if any) you paid to MistriApp in the 6 months before the claim, whichever is higher. Nothing in these Terms limits liability that cannot be limited under Indian law.
13. Indemnity
You agree to indemnify MistriApp against claims, losses and reasonable legal costs arising from your breach of these Terms, your violation of any law or third-party right, or the services you provide or receive through the Platform.
14. Disputes between users
If you have a problem with a booking, please first try to resolve it with the other user. If that does not work, contact our support team with your booking ID. We may review the booking history and messages and help both sides reach a fair outcome, but we are not obliged to decide a dispute or pay compensation.
15. Grievance redressal
In line with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Consumer Protection (E-Commerce) Rules, 2020, you can raise a complaint with our Grievance Officer:
- Grievance Officer, MistriApp
- Email: support@mistriapp.com (subject line: "Grievance")
- Address: Rewa, Madhya Pradesh, India
We will acknowledge your complaint within 48 hours and try to resolve it within 15 days of receipt.
16. Governing law
These Terms are governed by the laws of India. Subject to any rights you have under consumer protection law, the courts at Rewa, Madhya Pradesh will have exclusive jurisdiction over any dispute arising from these Terms or your use of the Platform.
17. Changes to these Terms
We may update these Terms from time to time. The "Last updated" date at the top of this page shows when they last changed. For material changes we will notify you in the app or by email. Continuing to use the Platform after changes take effect means you accept the updated Terms.
18. Language
These Terms are available in English and Hindi. If there is any difference between the two versions, the English version will prevail.
19. Contact us
Questions about these Terms? Visit our Help Center or email support@mistriapp.com.
Privacy Policy
Your privacy matters to us. This Privacy Policy explains what personal data MistriApp ("we", "us") collects when you use our website and services (the "Platform"), why we collect it, who we share it with and the choices you have. It is written in line with the Digital Personal Data Protection Act, 2023 ("DPDP Act") and the Information Technology Act, 2000 and its rules. It should be read together with our Terms of Service.
1. Who we are
MistriApp, based in Rewa, Madhya Pradesh, India, runs an online marketplace that connects Customers with independent home-service professionals ("Mistris"). For the personal data described in this policy, MistriApp is the "data fiduciary".
2. Data we collect
Information you give us
- Account details: name, email address, mobile number, address, password (stored only in encrypted, hashed form), profile photo and preferred language.
- Mistri profile details: trade category, age, years of experience, rates, availability and verification information you submit.
- Labour team details (Mistris only): names, age, identity-proof details and wage arrangements of labourers a Mistri adds. The Mistri must have the labourer's permission to share this.
- Bookings and jobs: job descriptions, service address, preferred date and time, photos you upload, quotes, prices, booking status and completion confirmations.
- Reviews and messages: ratings and reviews, and messages you send us through the contact form or by email.
- Referrals: your referral code, who referred you and points earned.
Information collected automatically
- Device and usage data: IP address, browser and operating system, device type, pages visited and the referring page. For visitors who are not signed in, we record this to understand traffic.
- Sign-in sessions: the IP address and browser of each signed-in session, to keep your account secure.
- Security logs: records of important account and admin actions, used to prevent fraud and misuse.
3. How we use your data
- To create and manage your account and let you sign in securely.
- To run bookings: show requests to relevant Mistris, deliver quotes, notify you about status changes and help both sides complete the job.
- To show Mistri profiles, ratings and reviews so Customers can choose with confidence.
- To review and verify Mistri profiles and keep the Platform safe, including detecting fraud, fake reviews and referral abuse.
- To send service messages such as booking updates, password reset links and welcome emails.
- To answer your support requests and resolve disputes and grievances.
- To understand how the Platform is used and improve it.
- To comply with legal obligations and respond to lawful requests from authorities.
We process your data on the basis of your consent, which you give when you sign up and accept this policy, and for legitimate uses permitted under the DPDP Act, such as complying with law. We do not sell your personal data.
4. What other users can see
- A Mistri's name, photo, trade, experience, rates, ratings and reviews are visible to Customers.
- When you post a booking, relevant Mistris can see the job description, photos, area and schedule so they can quote.
- Phone numbers and full contact details are shared only between a Customer and a Mistri once a booking is accepted, so they can coordinate the job. Please use them only for that booking.
- Reviews you write are shown publicly with your name.
5. Who we share data with
- Service providers who help us run the Platform, such as cloud hosting, file storage and email delivery providers. They may process data only on our instructions and must protect it.
- Authorities, when required by law, court order or to protect the rights, property or safety of our users or the public.
- A successor business, if MistriApp is involved in a merger, acquisition or sale of assets, subject to this policy.
6. Cookies
We use essential cookies to keep you signed in, remember your language choice and protect forms from misuse. The Platform does not work properly without them. We do not use cookies for third-party advertising. Our pages load fonts from Google Fonts, which may receive your IP address when your browser requests them.
7. How long we keep data
We keep your data for as long as your account is active and as needed to provide the services. After you close your account, we delete or anonymise your personal data within a reasonable period, except where we must keep certain records for longer to comply with law, resolve disputes or prevent fraud (for example, booking and security logs). Anonymous visitor statistics may be kept for longer.
8. How we protect data
We use reasonable security practices, including encrypted connections (HTTPS), hashed passwords, access controls for staff and logging of administrative actions. No online service is completely secure, so please use a strong password and keep it private. If a personal data breach occurs, we will notify affected users and the Data Protection Board of India as required by law.
9. Your rights
Under the DPDP Act you have the right to:
- access a summary of the personal data we hold about you and how it is used;
- correct, complete or update your data — most details can be changed directly from your profile;
- ask us to erase your data and close your account;
- withdraw consent at any time (this will not affect processing already done, but we may no longer be able to provide the services);
- nominate another person to exercise your rights in case of death or incapacity;
- raise a grievance with us, and if unresolved, with the Data Protection Board of India.
To exercise these rights, email support@mistriapp.com from your registered email address. We may need to verify your identity before acting on a request.
10. Children
The Platform is meant only for people aged 18 and above. We do not knowingly collect personal data from children. If you believe a child has given us personal data, please contact us and we will delete it.
11. Grievance Officer
For questions or complaints about how we handle your personal data, contact our Grievance Officer:
- Grievance Officer, MistriApp
- Email: support@mistriapp.com (subject line: "Privacy")
- Address: Rewa, Madhya Pradesh, India
We will acknowledge your complaint within 48 hours and aim to resolve it within 15 days.
12. Changes to this policy
We may update this policy as the Platform or the law changes. The "Last updated" date at the top shows the latest version. If we make significant changes, we will notify you in the app or by email before they take effect.
13. Language
This policy is available in English and Hindi. If there is any difference between the two versions, the English version will prevail.