Terms of Service

A2. Definitions

A2.1 "Homeowner" means a person who submits, or intends to submit, a request for a service through the Platform, whether or not they own the property.

A2.2 "Provider" means a person who registers on the Platform to offer trade services (plumbing, electrical, painting, cleaning, carpentry or any other category we list from time to time).

A2.3 "User" means any Homeowner, Provider or visitor.

A2.4 "Service Request" means a request by a Homeowner for a service, describing the job, the address, whether it is wanted as soon as possible ("ASAP") or at a scheduled time ("Scheduled"), and any photos.

A2.5 "Offer" means a Provider's response to a Service Request stating an estimated price, an estimated arrival time, availability and an optional note.

A2.6 "Acceptance" means the moment a Homeowner chooses one Offer on the Platform. On Acceptance a "Lead" is created, the Provider's Lead Fee is deducted, and — for ASAP jobs immediately, for Scheduled jobs one hour before the scheduled time — the Homeowner's address, landmark and phone number are released to that Provider and the Provider's phone number is released to the Homeowner (the "Reveal").

A2.7 "Service Contract" means the agreement for the work itself, which is formed directly and only between the Homeowner and the Provider on Acceptance, on the terms they agree between themselves. KariGhar is not a party to it.

A2.8 "Points" means the prepaid operating credit held in a Provider's wallet on the Platform, as described in Section A8. One Point is issued for every one Pakistani Rupee paid to us. Points are not money.

A2.9 "Lead Fee" means the number of Points deducted from a Provider's wallet on Acceptance. The Lead Fee is shown to the Provider on the invitation and again on the offer screen before the Provider submits the Offer, and cannot change between invitation and Acceptance.

A2.10 "Wallet" means the record we keep of a Provider's Points balance and every transaction that changed it.

A2.11 "Support" means the support channel shown inside the Platform to logged-in Users, and the notice address in Section A26.

A2.12 "Lawful Request" means a written request or order from a court, or from a police or investigating officer acting under a power conferred by law, that identifies the account concerned and the purpose of the request.

A2.13 "Applicable Law" means the laws of the Islamic Republic of Pakistan as in force from time to time, including the Contract Act 1872, the Electronic Transactions Ordinance 2002, the Prevention of Electronic Crimes Act 2016 (as amended), the Companies Act 2017, the Punjab Consumer Protection Act 2005 and any personal data protection legislation that comes into force.

A3. What KariGhar is — and what it is not

A3.1 KariGhar is a technology marketplace. We provide the tools for Homeowners to describe a job, for Providers to see it and quote for it, for the Homeowner to choose, and for the two of them to be introduced. We also verify Providers' identity documents, run a ratings system, and operate a complaints desk.

A3.2 KariGhar does not perform, supervise, inspect, warrant or guarantee any work. We do not employ Providers, we do not control how, when or with what tools they work, and we do not set or take any share of the price the Homeowner pays them. Providers are independent contractors running their own trade. Nothing in these Terms or in the way the Platform works creates any employment, agency, partnership, joint venture, franchise or fiduciary relationship between KariGhar and any User.

A3.3 The Service Contract is between the Homeowner and the Provider only. KariGhar is not a party to it, does not guarantee its performance by either side, and does not become responsible for it by sending reminders, releasing contact details, collecting ratings, handling a complaint, suspending an account, or doing anything else these Terms describe.

A3.4 "Vetted" has a specific meaning on this Platform. It means that, before a Provider is approved, we have reviewed a copy of both sides of their CNIC, a photograph, a Police Character Certificate and a utility bill, have recorded a personal reference whom we may contact, and have checked the CNIC number against our internal block list. It does not mean that we have confirmed the Provider's skill, qualifications, honesty, insurance, tax status or fitness for any particular job, and it is not a guarantee that any Provider will behave properly, arrive on time, do good work, or charge the estimated price. Documents can be forged and people can change; we cannot and do not promise that our checks will detect every problem.

A3.5 Ratings are opinions submitted by Users. We do not verify them and do not guarantee that a highly rated Provider or Homeowner will meet your expectations.

A3.6 We do not guarantee that any Service Request will receive any Offer, that any Offer will be accepted, that any job will be completed, that any Provider will receive any Lead, or that the Platform will be available at any particular time.

A3.7 We may change, suspend or withdraw any feature of the Platform, expand or narrow the areas or trade categories we serve, and change the Lead Fee, package prices, trial credit, expiry periods and time windows described in these Terms, in each case in accordance with Section A24.

A4. Eligibility and accounts

A4.1 You must be at least 18 years old and legally able to enter into contracts under Pakistani law. By using the Platform you confirm this. If we learn that a User is under 18 we will close the account.

A4.2 An account is tied to a single mobile phone number. Each phone number may hold one account and one role only — either Homeowner or Provider — for as long as this single-role rule remains in force. You may not register a second account, register with another person's number, or register on behalf of someone else without their knowledge and consent.

A4.3 You log in by entering a one-time passcode that we send by SMS to your registered number. You are responsible for actions taken through your account by anyone you allowed to use it. For actions taken without your authority — for example after your phone or SIM is stolen or swapped — you are responsible only until you tell Support (by email to [email protected] or through the in-app support line from any phone), and not at all for loss caused by a security failure on our side. Where our records show that a strike, no-show record, cancellation or other penalty resulted from a compromised account, we will reverse it on request. Keep your phone secure; never share a passcode or a link we send you.

A4.4 Some notifications contain a link that lets you act (for example, submit an offer, cancel a job, confirm arrival) without logging in. Each link is tied to one job and one person, expires, and in most cases can be used only once. Anyone who has the link can use it; treat links as you would a password.

A4.5 You must give us accurate, complete and current information and keep it updated. A phone number change is handled through Support and takes effect after a hold period. Giving false information is a breach of these Terms and, for Providers, may also be a criminal offence.

A4.6 We may refuse, suspend or close any account at any time in accordance with Section A21.

A5. How the marketplace works

A5.1 A Homeowner submits a Service Request. Depending on the path the Homeowner chooses, the request is sent to Providers the Homeowner has shortlisted, to Providers the Homeowner has saved as favourites, or to a batch of up to five Providers selected by our matching engine. The matching engine ranks Providers using factors that include distance, rating, reliability history and recent activity; it is our proprietary logic and we may change it without notice.

A5.2 Invited Providers may submit one Offer each within the offer window (currently 10 minutes for ASAP requests and 2 hours for Scheduled requests). Offers are not visible to other Providers. If no Offer is accepted, we may run further rounds and invite further Providers.

A5.3 The Homeowner alone decides which Offer, if any, to accept. Nothing on the Platform assigns a Provider automatically. Until Acceptance no Lead exists, no Lead Fee is charged, and no contact details are exchanged.

A5.4 On Acceptance the Service Contract is formed between the Homeowner and the Provider. The Provider is committing to attend at the stated time and location and to do the work described; the Homeowner is committing to be available and to pay the Provider the agreed price.

A5.5 The estimate in an Offer is an honest pre-arrival figure, not a fixed price. The final price is agreed at the door between the Homeowner and the Provider, based on what the Provider actually finds. KariGhar does not set, capture, cap, verify or guarantee the final price. We record estimate-dispute complaints so that we can see patterns in a Provider's behaviour over time, but we do not adjudicate the price of any single job and we will not refund a Homeowner because a final price was higher than an estimate.

A5.6 A Homeowner may cancel a Service Request at any time before Acceptance at no cost. After Acceptance, cancellation by the Homeowner is handled through Support; the Provider's Lead Fee is returned to the Provider's wallet and the Provider's reliability record is not affected. Cancellation by the Provider after Acceptance is subject to the tiered rules in Part B, Section B10.

A5.7 The Platform records the Provider's arrival and the completion of the job. A job counts as completed when the Provider marks it complete and the Homeowner confirms, or when the Homeowner does not respond within the confirmation window (currently 2 hours), or when the Homeowner confirms in response to our follow-up (or, where neither party responds, when our follow-up window closes). A Homeowner who has a problem with the work should dispute completion rather than confirm it, and may file a complaint under Section A11.

A5.8 Both parties must rate each other after every completed job. A Homeowner who has not rated within 24 hours of completion cannot submit a new Service Request until they do; a Provider who has not rated within 4 hours cannot receive new Leads until they do. The block is lifted while a complaint about that job is open.

A6. Payment between Homeowner and Provider

A6.1 The Homeowner pays the Provider directly for the work — in cash, by bank or mobile-wallet transfer, or in any other way the two of them agree. KariGhar does not process, hold, collect, escrow, insure, guarantee or take any share of that payment, and does not issue receipts or invoices for it. The Provider is responsible for giving the Homeowner any receipt the Homeowner asks for.

A6.2 Because we are not involved in that payment, we have no liability of any kind for it. In particular, we are not responsible if a Homeowner pays cash and later disputes the amount or claims not to have paid; if a Provider takes payment and does not do or finish the work; if a Provider demands more than the estimate; if a Homeowner refuses to pay; if either party pays into the wrong account or is defrauded in the course of paying; or if any material, part or item bought for the job is disputed. These are matters between the Homeowner and the Provider, and each of them may pursue the other directly under Applicable Law.

A6.3 Providers must not ask Homeowners to pay any amount to KariGhar or to any account described as ours, and Homeowners must not pay any such amount. KariGhar never asks Homeowners to pay for a job, and never asks for payment by SMS, phone call, WhatsApp or to any account described as ours. If we ever introduce a paid feature for Homeowners (Section A7.1), it is paid only inside the Platform, on a screen that shows the price before you confirm. Any other demand for payment in our name should be reported to Support immediately.

A6.4 Any refund, discount, redo or compensation for the work itself is for the Provider to give, not KariGhar. Where a complaint outcome includes a "refund", that refers only to a return of Points to a Provider's wallet, never to money paid by a Homeowner.

A7. Fees payable to KariGhar

A7.1 Homeowners pay KariGhar nothing to browse, request, accept or complain. We may in future introduce optional paid features for Homeowners; if we do, they will be described and priced before you use them.

A7.2 Providers pay KariGhar a Lead Fee, in Points, for each Lead. The Lead Fee is deducted from the Provider's wallet at the moment of Acceptance and at no earlier moment. There is no subscription, no listing fee, no monthly charge and no commission on the price of the work.

A7.3 There are two Lead Fee rates: a higher rate for a new introduction (the first Lead between that Provider and that Homeowner) and a lower rate for a recurring connection (any later Lead between the same two people through the Platform). The current rates are shown in the Provider's wallet and on every invitation. We may change the rates in accordance with Section A24; a change never affects an Offer already submitted.

A7.4 A Provider cannot submit an Offer, and cannot be invited to a Service Request, unless the wallet balance covers the Lead Fee that would apply. We do not extend credit.

A7.5 Points bought or granted, and Lead Fees deducted, are exclusive of any tax that Applicable Law may require us to charge. If sales tax on services, withholding tax or any other tax applies to our fees, we may add it to the price of Points or account for it as the law requires, and we will show it where you pay. Where tax applies to the sale of Points, the package price shown in the wallet is the tax-inclusive amount and the Points credited are calculated on the net amount, as shown on the top-up screen.

A8. Points, wallets and top-ups

A8.1 Points are prepaid platform operating credit that a Provider uses to pay Lead Fees. Points are issued at one Point per one Pakistani Rupee received by us. Points are not money, are not a deposit, do not earn interest or profit, are not a security or investment, cannot be transferred to another User, cannot be sold, and — except only under the Platform Delivery Guarantee in Section A8.9 — cannot be withdrawn, cashed out or refunded to any bank account, mobile wallet or other payment instrument. KariGhar is not a bank, a payment system operator, an electronic money institution or a deposit-taker, and does not hold any money on trust for you. The Rupees you pay for Points are our revenue on receipt. Points are accepted only by KariGhar and only against Lead Fees; no other person accepts them for anything.

A8.2 A Provider buys Points by paying one of the package amounts shown in the wallet through one of the payment channels, and to the account, shown in the wallet at that time, then submitting the transaction reference, date, channel and a screenshot of the payment. Only the account details shown inside the wallet at the time of payment are ours; we will never send you different account details by SMS, phone or any other channel. Payments to any other account are made at your own risk and we have no obligation in respect of them. Payments should come from an account or wallet in your own name; we may ask you to explain a payment from a third party before crediting it.

A8.3 Every top-up is checked by our team against the payment before Points are credited. Our target is to verify within 24 hours of submission; this is a target, not a promise. We may reject a top-up whose payment we cannot match, or which appears fraudulent, and we will tell you why. Points are credited only when we confirm the payment; a pending or rejected top-up gives no right to Points, Leads or damages.

A8.4 Points expire. Purchased Points expire a fixed number of months after the top-up is credited (currently 12 months); trial Points expire after the trial period stated when they are granted. The expiry date of every batch of Points is shown in the wallet. Expired Points are forfeited without compensation; we will remind you before a batch of Points expires. Points are consumed oldest-first, and any Points returned to the wallet keep the expiry date of the batch they originally came from.

A8.5 On approval, a new Provider receives a grant of trial Points, valid for a stated trial period. Trial Points are a gift to help you start; they have no cash value and are not a right. We may change the trial amount or period for new Providers at any time.

A8.6 All routine refunds — cancellation refunds, complaint refunds and administrative corrections — are made to the wallet in Points, never to the original payment instrument. A refund of Points is not a refund of money.

A8.7 We keep an append-only ledger of every change to every wallet and reconcile balances daily. The ledger is the authoritative record of your balance. If you believe a deduction is wrong, tell Support within 30 days of the transaction; we will investigate and, where we agree, correct the balance in Points. Corrections above a set threshold, and every deduction correction, require approval by a second, senior person; any pending deduction is shown to you before it is applied.

A8.8 If your account is suspended you keep read access to your wallet and may still buy Points; expiry continues to run. If a precautionary suspension under Section A11.4 ends in dismissal or insufficient evidence, any Points that expired during it are re-credited. If your account is removed under Section A21.4, your wallet is frozen and any remaining Points are forfeited; no refund is made.

A8.9 Platform Delivery Guarantee. This is the only circumstance in which money leaves KariGhar to a Provider. It exists for the Provider who stays funded and responsive and whom we nonetheless fail to send opportunities. A Provider may apply for a return of the Rupee value of the unspent Points in their wallet that were bought with money (excluding trial, bonus and refunded Points) if, at the time of the application, all of the following are true: (a) the wallet has held a balance above the recurring Lead Fee continuously for at least 90 days; (b) the Provider received fewer than two invitations in those 90 days; (c) the Provider responded (offered or declined) to every invitation received in that period; (d) the Provider's engagement stage was "Engaged" for the majority of the period; (e) the Provider has no open complaint; and (f) the Provider has not received a Platform Delivery refund in the past 12 months. Applications are reviewed within 7 days by our executive, whose role is to verify the six conditions: where all six are met the return is made. It is paid manually to the original payment channel, net of any tax we have already remitted on the returned Points (shown on the return notice), and the wallet is debited by the Points returned. Trial Points, bonus Points and Points returned by refund are never paid out. The Guarantee protects opportunity delivery, not conversion: it does not promise that any Lead will turn into work. A payment under the Guarantee is a return of unused prepaid credit to the person who paid it; it is not a redemption of Points as money and does not make Points money for any other purpose.

A8.10 We may audit any wallet and reverse Points that were credited in error, obtained by fraud, or obtained through a cancelled, reversed or disputed payment. If a payment used to buy Points is reversed after Points have been spent, the resulting negative balance is a debt you owe us.

A8.11 Cessation. If KariGhar decides to stop operating the Platform, we will give Providers at least 60 days' notice, during which Points may be spent normally, and we will return the Rupee value of unspent purchased Points held at the end of that period to the original payment channel, subject to Applicable Law and to the rights of any insolvency officer. On a transfer of the business under Section A25.5, Points transfer with it on the same terms.

A9. Rules that apply to everyone

A9.1 You must use the Platform only for its purpose — to request, offer, arrange and review genuine trade services at addresses in the areas we serve — and only in compliance with Applicable Law.

A9.2 You must not: (a) give false, misleading or incomplete information, or impersonate anyone; (b) hold more than one account or use another person's account; (c) submit a Service Request without a genuine intention to have the work done, or an Offer without a genuine intention to do it; (d) put a phone number, address, messaging handle or other contact detail into any free-text field, note or photo before the Reveal, or otherwise try to reach the other party outside the Platform before Acceptance; (e) accept or submit an Offer and then cancel it so as to arrange the same job directly and avoid a Lead Fee; (f) use any information obtained through the Platform (including another User's name, number, address, rating or documents) for any purpose other than the job it was released for, or share it with anyone; (g) harass, threaten, abuse, defame, discriminate against or endanger any other User or our staff; (h) submit a rating or complaint that is knowingly false, or offer, seek or accept anything in exchange for a rating or the withdrawal of a complaint; (i) copy, scrape, crawl, mirror, reverse-engineer, probe, overload or interfere with the Platform or its security, or use bots or automated tools on it; (j) upload anything unlawful, obscene, infringing or malicious; (k) use the Platform to advertise or recruit for any other business or to build a competing service; (l) bring or use a weapon, or be under the influence of any intoxicant, at any job; (m) record, photograph or film the other party or their home except as needed for the job or for a complaint — this does not restrict fixed security cameras in a Homeowner's own home, which Providers should assume may be present; or (n) help anyone else do any of these things.

A9.3 Off-platform dealing. Once a job arranged through the Platform has been completed, we do not prohibit the Homeowner and Provider from dealing with each other directly in future; our pricing already takes this into account. What is prohibited is circumvention: exchanging contact details before the Reveal, using a cancelled or withdrawn job to book the same work directly, or any other arrangement whose purpose is to avoid a Lead Fee on a connection that KariGhar made. Circumvention is a serious breach and may result in suspension or removal. Jobs done directly are entirely outside the Platform: they are not covered by our verification, ratings, complaints desk or any protection in these Terms.

A9.4 You are responsible for your own conduct at a job, your own belongings, your own safety, and any damage you cause. Homeowners and Providers each have specific duties set out in Part B and Part C respectively.

A10. Safety, theft, damage and injury

A10.1 Letting someone into a home, and entering a stranger's home, both carry risk. We reduce that risk with the checks described in Section A3.4 and with the ratings and complaints systems, but we cannot remove it, and we do not insure against it.

A10.2 Homeowners are responsible for deciding whether to admit a Provider, for checking that the person who arrives is the person shown on the Platform (including by asking to see their original CNIC), for being present or having a trusted adult present throughout the job, for securing cash, jewellery, documents, devices and other valuables before the job starts, for keeping children and pets away from the work area, and for refusing entry or ending the job if they feel unsafe. A Homeowner who feels in danger should call the emergency services first and tell us afterwards.

A10.3 Providers are responsible for carrying their original CNIC to every job, for working safely and lawfully, for their own tools, equipment and protective gear, for any assistant or helper they bring (who must be disclosed to and accepted by the Homeowner and for whose acts the Provider is fully responsible as if they were the Provider's own), for any damage they or their helpers cause, and for leaving the home as they found it apart from the agreed work.

A10.4 If theft, damage, injury, threatening behaviour, harassment or any other serious incident occurs at a job, the affected person should report it to us through the complaints process within 7 days and, where a crime may have been committed, to the police. We will treat such reports as the highest priority, may suspend the other party's account immediately while we investigate, will give the reporting party a written reference for their report, and will provide the identity and verification details we hold to the police or a court on a Lawful Request. Outside a Lawful Request we disclose a User's data to the authorities only where we reasonably believe there is an imminent risk to someone's life or physical safety, and then only the minimum needed — and never to another User. Where our investigation finds the report substantiated, we will remove the responsible account and block that person's CNIC from ever registering again.

A10.5 What we will not do, and are not obliged to do: pay for, replace or compensate any lost, stolen or damaged item, any personal injury or death, any bad or unfinished work, or any loss flowing from any of them; pursue a claim or a criminal case on your behalf; act as a witness other than by producing our records; release another User's personal data to you directly (we release it to the authorities on a Lawful Request); or guarantee any particular outcome of our investigation. Your legal remedies for the acts of another User lie against that User under Applicable Law, and we will not be joined as a party to that claim on the basis of the introduction we made.

A10.6 Insurance. KariGhar's position on insurance is stated here and nowhere else: neither Homeowners nor Providers are insured by KariGhar, and KariGhar does not insure any home, belongings, tools, work or person. Providers are encouraged to hold their own insurance; Homeowners are encouraged to check that their household insurance covers tradespeople in the home. If this ever changes, this Section will say so.

A11. Complaints, investigation and enforcement

A11.1 Either party to a job may file a complaint about it through the Platform within 7 days of the job being completed or cancelled. After 7 days, complaints may be raised only through Support and we may decline to investigate them. This window governs our complaints process only; it does not affect any legal right you may have. Complaints must be filed by a party to the job, must describe the problem in at least 20 characters, and may attach up to three photographs.

A11.2 Categories that Homeowners may complain about include: safety threat; theft or missing items; poor work or damage; no-show; disrespect; estimate dispute; and other. Categories that Providers may complain about include: safety threat; payment refused; job not as described; disrespect; and other. We prioritise our review internally by seriousness; the priority we assign is an internal working tool and is never shown to either party.

A11.3 We aim to give a first response within 24 hours of a complaint. This is a target, not a promise.

A11.4 During an investigation we may: add internal notes; ask the reporter for more information, in which case the complaint is closed as "insufficient evidence" if no reply is received within 72 hours; notify the other party and give them 72 hours to respond, which we always do before any negative outcome; escalate to our executive; and, for the most serious categories, suspend the other party's account immediately as a precaution for up to 7 days while we investigate, cancelling any accepted job that has not yet started and returning the Lead Fee to the Provider.

A11.5 Every complaint ends in one of the following outcomes, decided by us at our sole discretion: dismissed; coaching (an internal note, no penalty); warning (a formal strike); suspension of the other party for 7, 14, 30 or 90 days; removal of the other party (executive decision; the CNIC of a removed Provider is blocked); or insufficient evidence. Any outcome may also be combined with a return of the Lead Fee to the Provider's wallet. There is no refund of money to a Homeowner under any outcome, because we never hold the Homeowner's money.

A11.6 Our decision ends our complaints process; it does not affect your right to bring a claim under Section A22. It is not a judgment about your legal rights against the other User, which are unaffected, and it does not make us liable to either party. You may ask Support for a review of a decision within 14 days; a review is discretionary.

A11.7 We may also warn, suspend or remove an account without a complaint where our own records show a breach of these Terms, a pattern of cancellations, no-shows, estimate disputes or low ratings, suspected fraud, a compromised account, a legal requirement, or a risk to any person.

A11.8 Filing a knowingly false complaint, or a complaint to pressure the other party over money, is itself a breach that may result in the same outcomes.

A12. Ratings and other content

A12.1 Everything you submit to the Platform — Service Request descriptions, photos, offer notes, profile text, ratings, tags, comments and complaint text — is "Content". You keep whatever rights you have in your Content.

A12.2 You grant KariGhar a non-exclusive, royalty-free, worldwide licence, for as long as we retain the Content under our Privacy Policy, to store, copy, display, adapt, translate, aggregate and use your Content to operate, improve, secure and promote the Platform, including showing ratings and profile text to other Users and using anonymised or aggregated data for any purpose. You confirm that you have the right to grant this licence and that your Content does not infringe anyone's rights. Verification documents, job photos, complaint photos and any Content that identifies a home or a person will never be used for promotion.

A12.3 Ratings and tags are shown to other Users and affect matching. The identity of a person who gives a low rating is protected from the person rated. We do not edit ratings to make them more favourable and we do not remove a rating because the rated person disagrees with it; we remove Content only where it breaches these Terms or the law.

A12.4 We may moderate, refuse, edit for format, or remove any Content at any time, with or without notice, and we are not responsible for Content submitted by Users. We do not endorse any User or any Content.

A12.5 Automatic filters scan free-text fields for contact details and may block or alter text that contains them.

A13. Intellectual property

A13.1 The Platform, its name, logo, design, text, code, matching logic, databases and all other material we provide are owned by or licensed to KariGhar and protected by the Copyright Ordinance 1962, the Trade Marks Ordinance 2001 and other Applicable Law. You may use them only to use the Platform as these Terms allow.

A13.2 You must not use the KariGhar name or logo, or any confusingly similar name, in any advertising, flyer, signboard, vehicle marking, social-media account or business name, or represent yourself as an employee, agent or partner of KariGhar. A Provider may say truthfully that they are "verified on KariGhar.pk" while their account is approved and in good standing.

A14. Privacy and communications

A14.1 Our collection and use of personal data is governed by the Privacy Policy, which forms part of these Terms.

A14.2 By registering you agree that we may send you SMS messages, in-app notifications and, in future, WhatsApp or other messages, about your account, your requests, offers, jobs, ratings, complaints, wallet and these Terms ("service messages"). Service messages are part of the Platform and cannot be switched off while your account is active. Standard carrier charges may apply.

A14.3 We will send marketing messages only if you have opted in, and every marketing message will tell you how to opt out. Opting out of marketing does not stop service messages.

A14.4 SMS delivery depends on mobile networks and on any do-not-disturb setting on your line. We are not responsible for a message that is delayed, blocked or not delivered, and a missed message does not excuse a missed job, a missed rating window or a missed deadline. Where our own records show that a message required for a job was not delivered, we will on request reverse any no-show record, strike, rating or forfeited Lead Fee that resulted.

A14.5 Homeowners and Providers must use each other's contact details only for the job they were released for, and must not add each other to marketing lists, groups or broadcasts.

A15. Third-party services

A15.1 The Platform relies on services we do not control, including cloud hosting and storage, an SMS gateway, mapping and location services, and mobile-money and banking providers. Their availability and accuracy are outside our control and we are not responsible for their failures, including a wrong map pin, an undelivered SMS, or a delayed bank transfer.

A15.2 The Platform may contain links to third-party sites or apps. We do not endorse them and are not responsible for their content or their handling of your data.

A16. Availability and changes to the Platform

A16.1 We aim to keep the Platform available at all times but do not promise uninterrupted or error-free operation. We may take it down for maintenance, upgrades or security at any time, and will try to give notice where practical.

A16.2 We may add, change or remove features, categories, areas and paths at any time. Where a change materially reduces something a Provider has paid Points for, Section A24 applies.

A16.3 We may suspend the Platform, or any part of it, without liability where required by law, by a regulator, by a court, by a network outage, or by any event outside our reasonable control.

A16.4 Accessibility. We aim to keep the Platform usable with screen readers and at large text sizes. A person who cannot use SMS or the website may ask Support to place a request or read a message for them. Tell us what you need at [email protected].

A17. Disclaimers

A17.1 To the fullest extent permitted by Applicable Law, the Platform and everything on it is provided "as is" and "as available", without any warranty, condition or term of any kind, whether express, implied, statutory or otherwise, including any implied warranty of merchantability, satisfactory quality, fitness for a particular purpose, accuracy, non-infringement or uninterrupted availability.

A17.2 Without limiting Section A17.1, we give no warranty and make no representation about: the identity, character, skill, reliability, honesty, safety, insurance or legal status of any User; the accuracy of any profile, rating, estimate, ETA, description, address or photo; the existence, quality, timing, price, legality or outcome of any work; the number or quality of Service Requests, Offers or Leads any User will receive; the availability, delivery or timing of any SMS or link; or the fitness of the Platform for any purpose.

A17.3 Nothing in this Section excludes any warranty, condition or right that Applicable Law says cannot be excluded.

A18. Limitation of liability

A18.1 To the maximum extent permitted by Applicable Law, KariGhar, its directors, officers, employees, contractors and agents shall not be liable to you or to anyone claiming through you for any loss, damage, cost, expense, injury or claim of any kind — whether direct, indirect, incidental, special, exemplary, punitive or consequential; whether in contract, tort (including negligence), breach of statutory duty, misrepresentation, restitution or otherwise; and whether or not foreseeable or advised of — arising out of or in any way connected with: (a) the Platform, or your use of or inability to use it; (b) any Service Contract, any work, any payment for work, or any act or omission of any Homeowner, Provider, helper or other User, including theft, damage to property, personal injury, death, fraud, harassment, poor or incomplete work, no-show, overcharging or breach of contract; (c) any Content; (d) any reliance on any verification, rating, estimate, profile or other information on the Platform; (e) any third-party service; (f) any unauthorised access to or alteration of your data or transmissions; (g) any suspension, removal, expiry, forfeiture or reversal of Points or of an account under these Terms; or (h) any error, delay or interruption of the Platform.

A18.2 Without limiting Section A18.1, we shall in no circumstances be liable for loss of profit, loss of business, loss of opportunity, loss of goodwill, loss of data, loss of belongings, cost of substitute services, or any indirect or consequential loss, however caused.

A18.3 Fallback cap. If, notwithstanding Sections A18.1 and A18.2, a court of competent jurisdiction holds KariGhar liable to you for any matter, our total aggregate liability for all claims of every kind arising in any 12-month period shall not exceed the greater of (a) five thousand Pakistani Rupees (₨5,000) and (b) the total amount of money you actually paid to KariGhar in the 12 months immediately before the event giving rise to the first such claim. Points, trial credit, bonus credit and refunds to a wallet are not amounts paid to KariGhar for this purpose. This cap reflects that Homeowners use the Platform free of charge and that KariGhar's only revenue is the Lead Fee, and that the Platform could not be offered on these prices without it.

A18.4 Nothing in these Terms excludes or limits liability that cannot be excluded or limited under Applicable Law, including liability for death or personal injury caused by our own negligence, or for our own fraud. Nothing in these Terms affects any right you have as a consumer under the Punjab Consumer Protection Act 2005 that cannot be waived by contract.

A18.5 Each limitation in this Section is separate and severable; if any one is held unenforceable the others still apply.

A18.6 You acknowledge that the Lead Fee and the free service to Homeowners have been set on the basis of the allocation of risk in these Terms, and that we would not provide the Platform on these prices without it.

A19. Indemnity

A19.1 You agree to indemnify, defend and hold harmless KariGhar, its directors, officers, employees, contractors and agents from and against every claim, demand, action, loss, liability, damage, penalty, fine, cost and expense (including reasonable legal fees) brought or incurred by any person and arising out of or connected with: (a) your use of the Platform; (b) any Service Contract you are party to, any work you do or receive, and any payment for it; (c) any act or omission of you, your helpers, your household members or anyone you allow into a job; (d) your Content; (e) your breach of these Terms, Part B, Part C or the Privacy Policy; (f) your breach of Applicable Law or of any third party's rights; or (g) any tax, levy or statutory payment for which you are responsible.

A19.2 We may take over the defence of any matter subject to indemnity at your expense; you must cooperate and must not settle any such matter without our written consent.

A20. Your responsibility for tax and legal compliance

A20.1 Providers are solely responsible for all income tax, sales tax, withholding tax, professional tax, social-security contributions, licences, permits and registrations that apply to their trade and their earnings, and for issuing any invoice or receipt the law requires them to give a Homeowner.

A20.2 KariGhar is responsible only for the tax on its own fees. We will withhold, collect or report tax where Applicable Law obliges us to, and you agree to give us any information we need to do so.

A21. Suspension, removal and termination

A21.1 You may stop using the Platform at any time and may ask Support to close your account. Closing a Provider account forfeits any remaining Points; there is no refund. Closing an account does not end any Service Contract, complaint, rating obligation or debt already in existence.

A21.2 We may suspend an account — meaning the User cannot request, offer, accept or be matched, but can still read their history and, for Providers, their wallet — for a fixed period or pending investigation, in the circumstances described in Section A11, where a Provider's Police Character Certificate has expired without renewal, where a payment is reversed, where required by law, or where we reasonably believe there is a risk to any person or to the Platform.

A21.3 A Provider who is inactive moves through engagement stages (Engaged, Quiet, Inactive, Dormant) based on their last activity. Inactive Providers are hidden from Homeowner browsing; Dormant Providers are removed from matching entirely. Any activity restores the Provider to Engaged; no re-verification is needed. Inactivity is not a suspension and is not a breach, but Points continue to expire during it.

A21.4 We may remove an account permanently, without refund of Points, where a complaint ends in removal, where a Provider's verification is rejected for a forged, borrowed or mismatched document or on safety grounds, where fraud, circumvention, violence, theft, harassment or a serious safety incident is found, where a User has been convicted of a relevant offence, where the account was obtained by false information, or for any repeated or serious breach. A removed Provider's CNIC number is added to our block list for the period stated in the Privacy Policy and any future registration attempt under that CNIC will be refused during that period, subject to executive review. A person whose CNIC is on the block list may write to [email protected] to ask for the listing to be reviewed; we will respond within 30 days.

A21.5 Before any warning, suspension or removal we tell you the job concerned, the category of complaint and the substance of what is alleged, in enough detail for you to answer it. On suspension or removal we tell you the outcome and the reason category. We do not disclose the complainant's name, rating or contact details, our internal notes, or our evidence beyond that substance.

A21.6 Sections A6, A8.1, A8.8, A8.10, A8.11, A9, A10, A12, A13, A17, A18, A19, A20, A21.7, A22, A23 and A25, and the surviving sections of Parts B and C, survive the closure, suspension or removal of your account and the termination of these Terms.

A21.7 On the death or incapacity of a User, a family member may ask Support, with reasonable proof, to close the account; for a Provider, the Rupee value of unspent purchased Points is returned on the Section A8.9 mechanism to a channel nominated by the family.

A22. Governing law and disputes

A22.1 These Terms, and any dispute or claim arising out of or in connection with them, the Platform or their subject matter (including non-contractual disputes) are governed by the laws of the Islamic Republic of Pakistan.

A22.2 Talk first. Before starting any court proceedings against KariGhar you must send a written notice of dispute to [email protected] describing the problem, what you want, and your contact details. We will do the same before starting proceedings against you. The parties will then try in good faith to resolve the dispute for 60 days from the date the notice is received. Neither party may start proceedings until those 60 days have passed, unless the other party has refused in writing to engage or a limitation period would expire during the 60 days.

A22.3 Urgent relief. Section A22.2 does not prevent either party from applying to a court at any time for an urgent interim order — for example to stop misuse of personal data, scraping, infringement of intellectual property, or an imminent threat to a person — where waiting would cause harm that damages could not repair.

A22.4 Subject to Sections A22.2 and A22.3, the courts at Lahore, Pakistan have exclusive jurisdiction over every dispute between you and KariGhar, and you submit to that jurisdiction and waive any objection to it on the grounds of venue or inconvenience.

A22.5 Nothing in this Section prevents a consumer from bringing a claim before a consumer court that has jurisdiction under the Punjab Consumer Protection Act 2005, or prevents either party from reporting a crime.

A22.6 Disputes between a Homeowner and a Provider are for them to resolve. We may assist with our records under Section A10.4 but we are not an arbitrator, mediator or party, and no dispute between Users may be brought against KariGhar.

A23. Notices

A23.1 We may give you any notice under these Terms by SMS to your registered number, by a message inside the Platform, by a notice on the website, or by email if you have given us one. A notice is treated as received when sent.

A23.2 You give notice to us by email to [email protected], or by post to our registered office at Floor 02, Innovista Technology Zone, DHA Commercial Broadway, Phase 8, Lahore, Pakistan. A notice to us is treated as received on the next business day after it is delivered.

A24. Changes to these Terms

A24.1 We may change these Terms, Part B, Part C and the Privacy Policy at any time by publishing the new version on the Platform with a new version number and effective date.

A24.2 For a change that increases a Lead Fee or package price, shortens an expiry period, adds a new fee or penalty, materially reduces a right of yours, or changes Sections A18, A19 or A22, we will announce the change at least 7 days before it takes effect, by a notice bar at the top of the Platform or by SMS to your registered number, and the notice will say what is changing. Other changes take effect on publication.

A24.3 Your continued use of the Platform after a change takes effect is your acceptance of it. If you do not accept a change, your only remedy is to stop using the Platform and close your account under Section A21.1 before it takes effect; Points already bought remain subject to the version of these Terms in force when the Lead Fee is deducted.

A24.4 A change never applies retrospectively to a Lead already created, an Offer already submitted, or a complaint already filed.

A25. General

A25.1 Entire agreement. These Terms (Parts A, B and C) and the Privacy Policy are the entire agreement between you and KariGhar about the Platform and replace every earlier statement, promise or understanding, whether written or oral, including anything said by our field staff, support staff or marketing.

A25.2 No reliance. You confirm that you have not relied on any statement not set out in these documents.

A25.3 Severability. If any provision of these Terms is held invalid, illegal or unenforceable, it will be applied to the maximum extent permitted and the rest of these Terms will remain in full force.

A25.4 Waiver. Our failure or delay in enforcing any provision is not a waiver of it, and a waiver on one occasion is not a waiver on any other.

A25.5 Assignment. You may not transfer your account, your Points or any right or obligation under these Terms. We may assign or transfer these Terms, in whole or part, to any affiliate or to a successor in our business on notice to you.

A25.6 Force majeure. We are not liable for any failure or delay caused by anything outside our reasonable control, including network or power failure, cloud or SMS-gateway outage, act of government, strike, riot, flood, fire, pandemic, or act of God.

A25.7 No third-party rights. Except for the persons indemnified under Section A19 and protected under Section A18, no one other than you and KariGhar has any right under these Terms.

A25.8 Language. These Terms are written in English. Any translation or summary we provide is for convenience only; the English text governs.

A25.9 Headings and summaries are for convenience only and do not affect interpretation. "Including" means "including without limitation".

A25.10 Relationship with the Design of the Platform. Where these Terms describe a time window, threshold, rate or amount "currently" in force, the value shown inside the Platform at the relevant time is the operative value; these Terms describe the mechanism and the Platform displays the number.

A26. Contact

A26.1 Karighar Home Services (Private) Limited · Floor 02, Innovista Technology Zone, DHA Commercial Broadway, Phase 8, Lahore, Pakistan · [email protected]. The in-app support channel is shown to logged-in Users.

B2. Your status: independent contractor

B2.1 You are an independent tradesperson running your own business. You are not an employee, worker, agent, partner or representative of KariGhar. You decide which invitations to answer, what to quote, when to work, what tools and materials to use, and how to do the job. We do not supervise or direct your work.

B2.2 You are solely responsible for your own income tax, sales tax, withholding tax, professional tax, social-security and any other contribution, and for any trade licence, permit or registration your work requires. KariGhar does not pay you a salary, wage, benefit, allowance, or compensation of any kind, and does not deduct or pay any tax on your behalf except where the law expressly obliges us to.

B2.3 You must not tell anyone that you work for, are employed by, or represent KariGhar. You may say that you are "verified on KariGhar.pk" while your account is approved and in good standing.

B2.4 Nothing you receive from us — leads, reminders, training material, a welcome pack, a flyer, a t-shirt, or contact with our field staff — makes you our employee or agent.

B3. Eligibility, documents and verification

B3.1 To register you must be at least 18, a Pakistani national or lawfully entitled to work in Pakistan, legally able to enter contracts, and able to do the trade you register for. You must register with your own mobile number, which may not already hold a homeowner account.

B3.2 During registration you must provide, truthfully: your name; your trade and skills; your service area and a location pin; your home address, area and landmark; your years of experience; a short profile and tagline; a clear photograph of your face; a photograph of the front and the back of your CNIC; a Police Character Certificate; a recent utility bill for your home and, if the bill is not in your name, your relationship to the person named on it; and the name, phone number and relationship of one personal reference who can vouch for you. You may also tell us who referred you.

B3.3 By providing a reference you confirm that the person named has agreed to be contacted by us about you, and you are responsible to that person for giving us their details.

B3.4 You consent to us: reviewing every document you upload; entering and storing your CNIC number; comparing it with our internal block list of rejected and removed providers; contacting your reference; verifying any document with the authority that issued it (including NADRA and the police) where we are able to; and keeping your documents for the period stated in the Privacy Policy.

B3.5 Our team aims to decide within 48 hours of a complete submission. We may ask you to re-take a document that is unreadable, ask for more information, extend our review, escalate to our executive, or reject your application. A rejection is our decision alone. A rejection for an unreadable, expired or missing document is not a block: you may re-apply after 7 days with better documents. A rejection for a forged, borrowed, altered or mismatched document, for a CNIC on our block list, or on safety grounds blocks your CNIC for the period stated in the Privacy Policy, and a later attempt to register under it will be refused unless our executive decides otherwise.

B3.6 Approval means only that we have reviewed the documents listed in Section B3.2 and found them acceptable on their face. It is not a licence, a qualification, a guarantee of your skill, or a promise of work.

B3.7 Providing a forged, altered or borrowed document, or another person's CNIC, is fraud. We will remove the account, block the CNIC, and may report the matter to the police.

B3.8 One person, one account — no substitutes. A Provider account belongs to one named individual, and that individual must personally attend every job. We strictly condemn sending anyone else in your place. A business that wants to send several workers must register each worker as a Provider in their own name, with their own documents and their own verification. Sending an unregistered or unverified person to a homeowner's door — with or without your own helper alongside — is treated as fraud against the homeowner: the account is removed immediately, remaining Points are forfeited, your CNIC is blocked, and you remain fully liable for everything that person does. Helpers disclosed to and accepted by the homeowner under Section B11.3 are the only exception, and they may never attend without you.

B4. Keeping your verification valid

B4.1 Your Police Character Certificate must be renewed. We will remind you at 8 months from the date we recorded, warn you at 9 months, and if a new certificate has not been uploaded and approved one week after that, your account is suspended automatically until it is. Points continue to expire during that suspension.

B4.2 You must tell us within 7 days if: your CNIC is lost, cancelled or replaced; you are charged with, or convicted of, any offence involving dishonesty, violence, drugs, or a sexual offence; you stop doing the trade you registered for; or your phone number changes.

B4.3 We may ask you to re-verify any document at any time, and may suspend your account until you do.

B5. Your profile and information

B5.1 Your name, photograph, trade, rating, service area, experience, tagline and profile text are shown to homeowners. Your phone number and address are not shown until the Reveal on a specific job.

B5.2 Everything on your profile must be true and must be about you. You may not use a business name that suggests a connection with KariGhar, and you may not put contact details, prices or advertising in your profile text, tagline or offer notes.

B5.3 You must keep your profile, skills and service area up to date. You will only be invited to jobs that match them.

B6. Points, Lead Fees, trial credit and top-ups

B6.1 You pay KariGhar only in Points, and only a Lead Fee, and only when a homeowner accepts your Offer. There is no charge to register, to be invited, to submit an Offer, or to be declined. There is no subscription and no commission on the price of the work.

B6.2 The Lead Fee for each invitation is shown to you on the invitation and again on the offer screen before you submit. It is fixed at that moment and cannot change before Acceptance. There are two rates: a higher rate for a new homeowner, and a lower rate for a homeowner you have already completed a job for through KariGhar. The current rates are always visible in your wallet.

B6.3 Points are prepaid operating credit at one Point for every one Rupee you pay us. Points are not money. They cannot be withdrawn, cashed out, transferred to anyone else, sold, or refunded to your bank or mobile wallet, except only under the Platform Delivery Guarantee in Section B7.3. KariGhar is not a bank and holds no money for you; the Rupees you pay are our revenue when we receive them.

B6.4 When we approve you we add trial Points to your wallet, valid for the trial period shown on your welcome screen. Trial Points are a gift, have no cash value, and expire at the end of the trial period whether or not you have used them.

B6.5 To buy Points, pay one of the package amounts shown in your wallet through one of the payment channels, and to the account, shown in your wallet at that moment, then submit the transaction reference, date, channel and a screenshot. Our team verifies every payment before crediting Points, aiming to do so within 24 hours. Points are credited only when we match the payment. We will never send you account details by SMS or phone: pay only to the account shown inside the wallet. Payments to any other account are at your own risk.

B6.6 Purchased Points expire a set number of months after they are credited (currently 12). The expiry date of each batch is shown in the wallet. Expired Points are lost. Points are used oldest-first.

B6.7 You cannot be invited to a job, and cannot submit an Offer, unless your balance covers the Lead Fee. We do not lend Points and there is no negative balance, except where a payment you used to buy Points is later reversed, in which case the shortfall is a debt you owe us.

B6.8 Your wallet shows every transaction. If you believe a deduction is wrong, tell Support within 30 days. Corrections are made in Points, never in cash; a correction that reduces your balance is shown to you before it is applied and requires approval by a senior person on our side.

B7. Refunds to wallet; Platform Delivery Guarantee; forfeiture

B7.1 Where this Part or Part A say a Lead Fee is "refunded", it is returned to your wallet in Points and keeps the expiry date of the batch it came from. It is never paid out in money.

B7.2 Lead Fees are refunded to your wallet when: the homeowner cancels after Acceptance; you cancel a Scheduled job more than 12 hours before the scheduled time; we cancel a job because your account was precautionarily suspended; or a complaint outcome includes a refund. Lead Fees are not refunded merely because a job did not go ahead for any other reason, the homeowner was not home, the final price was not agreed, or the homeowner did not pay you — those are matters between you and the homeowner.

B7.3 Platform Delivery Guarantee. If you keep your wallet funded above the recurring Lead Fee continuously for 90 days, receive fewer than two invitations in that time, respond to every invitation you do receive, remain in the Engaged stage for most of that time, have no open complaint, and have not received such a refund in the past 12 months, you may apply in your wallet for a return of the Rupee value of the unspent Points that you bought with money (trial, bonus and refunded Points are excluded). We review within 7 days; our executive checks the six conditions and, where all are met, the return is made — paid manually to the channel you paid from, net of any tax we have already remitted, and deducted from your wallet. Trial, bonus and refunded Points are never paid out. The Guarantee covers our failure to send you opportunities; it does not promise that any opportunity will become a job.

B7.4 If your account is removed, your wallet is frozen and every remaining Point is forfeited. If you close your account yourself, the same applies. If your account is suspended, you keep read access to your wallet, you may still buy Points, and expiry continues to run.

B8. Invitations, Offers, Acceptance and the Reveal

B8.1 We invite you to jobs that match your trade, area and availability, in batches of up to five providers, using our own ranking logic, which we may change without notice. Being verified does not entitle you to any number of invitations.

B8.2 You may submit one Offer per invitation, within the offer window (currently 10 minutes for ASAP jobs, 2 hours for Scheduled jobs), stating an honest estimated price, an honest arrival time, whether you are available, and an optional note. Other providers cannot see your Offer.

B8.3 An Offer is a binding commitment. By submitting it you promise that, if the homeowner accepts, you will attend at the address, at the stated time, ready to do the work described, at a price consistent with your estimate. You may withdraw an Offer before it is accepted; you may not withdraw it afterwards except by cancellation under Section B10.

B8.4 On Acceptance: the Lead Fee is deducted; a Lead is created; and the homeowner's address, landmark and phone number are released to you — immediately for an ASAP job, one hour before the scheduled time for a Scheduled job. Your phone number is released to the homeowner at the same moment. Until then you will not have, and must not try to obtain, the homeowner's contact details.

B8.5 Your estimate is a good-faith figure given before you have seen the job. The final price is agreed at the door between you and the homeowner. You must not use a low estimate to win the job and then demand a materially higher price for the same work; a pattern of estimate disputes recorded against you may lead to a warning, suspension or removal, even though we do not rule on any single dispute.

B8.6 Contact details, addresses and photos released to you belong to the homeowner. You may use them only for that job. You must not store them, share them, add the homeowner to any list or group, or contact the homeowner for any other purpose, and you must delete the homeowner's address and number from your phone and records within 7 days after the job unless the homeowner has asked you to keep them.

B9. Payment from the homeowner

B9.1 The homeowner pays you directly — in cash, by transfer, or however the two of you agree. KariGhar is not involved in that payment in any way: we do not collect it, hold it, guarantee it, insure it, take a share of it, or issue receipts for it. If the homeowner asks for a receipt, you give it.

B9.2 You must never tell a homeowner to pay any amount to KariGhar or to any account described as ours, and never collect any amount on our behalf.

B9.3 If a homeowner refuses to pay, pays less than agreed, or pays with a bad transfer, that is a dispute between you and the homeowner. You may file a "payment refused" complaint so that it is recorded against the homeowner's account, and you may pursue the homeowner under the law. KariGhar will not pay you, refund your Lead Fee, or collect the money for you.

B9.4 Any redo, discount or refund for the work is yours to give. KariGhar never refunds a homeowner's money, because we never hold it.

B10. Doing the job: arrival, cancellation, completion, ratings, no-show

B10.1 Arrival. You must arrive within the arrival window (for ASAP jobs, within the hours shown after the Reveal; for Scheduled jobs, at the scheduled time with a short grace period) and confirm your arrival on the Platform when you get there. If you are running late, tell the homeowner. If the window passes without an arrival confirmation, we ask the homeowner whether you came.

B10.2 No-show. If the homeowner tells us that you did not arrive, the job is recorded as a no-show, a 1-star rating is recorded against you automatically, your no-show count increases, and you cannot receive new leads until you rate the homeowner. Your Lead Fee is not refunded. We do not record a no-show on the timer alone; it requires the homeowner's answer. A no-show recorded in error — including where our records show the Reveal or job message never reached you — may be disputed through Support within 7 days.

B10.3 Cancellation by you. You may cancel an accepted job on the Platform until the job is confirmed complete — for a Scheduled job, no later than 24 hours after the scheduled time; for an ASAP job, no later than the cancellation window shown on the job (currently 9 hours after acceptance) — and must select a reason. Before you confirm, the Platform shows you exactly what the cancellation will cost. The tiers are: (a) ASAP job — no refund of the Lead Fee, and your cancellation count increases; (b) Scheduled job cancelled more than 12 hours before the scheduled time — Lead Fee refunded to your wallet, no effect on your record; (c) Scheduled job cancelled between 12 and 2 hours before — no refund, no effect on your record; (d) Scheduled job cancelled less than 2 hours before — no refund, and your cancellation count increases. Simply not turning up instead of cancelling is a no-show under Section B10.2, which is worse.

B10.4 Your cancellation count and no-show count reduce your ranking in matching, are visible to our team, and may lead to a warning, suspension or removal. Cancelling does not count as activity for the purpose of Section B13.

B10.5 Cancellation by the homeowner. If the homeowner cancels after Acceptance, your Lead Fee is refunded to your wallet and your record is unaffected. You have no claim against KariGhar for wasted travel or time; that is a matter between you and the homeowner.

B10.6 Completion. When you finish, mark the job complete on the Platform. The homeowner then confirms or disputes; if the homeowner does nothing for 2 hours the job is treated as complete. Do not mark a job complete before the work is done.

B10.7 Rating. You must rate the homeowner (stars and an optional tag) within 4 hours of completion. Until you do, you will not receive new invitations. Your rating of a homeowner is held by us and, in future, may be shown to other providers. Ratings must be honest; a low rating given as retaliation is a breach.

B10.8 A homeowner who gives you a low rating is protected: we do not tell you who rated you what. Ratings are not removed because you disagree with them.

B11. Conduct in the home; theft, damage and safety

B11.1 You must carry your original CNIC to every job and show it if asked. A homeowner is entitled to refuse you entry if you cannot, and that refusal is not a homeowner cancellation.

B11.2 In a homeowner's home you must: behave with courtesy and respect; work only in the area needed for the job; not open, touch, move, photograph or use anything that is not part of the job; not bring anyone the homeowner has not agreed to; not smoke, use intoxicants, or carry a weapon; not make advances, comments or demands of a personal nature; not ask for food, money, or anything beyond the agreed price; not enter a home where only a child is present; and leave the home clean and in the condition you found it, apart from the agreed work.

B11.3 You are fully responsible for any helper, assistant, apprentice or family member you bring, as if their acts were your own. They must be disclosed to and accepted by the homeowner before entering.

B11.4 You are liable to the homeowner for any damage you or your helpers cause, for any item that goes missing while you are responsible for the area, and for any injury caused by your negligence. KariGhar does not insure you and will not pay any such claim on your behalf.

B11.5 Theft, damage, threats or harassment reported against you will be treated as the highest-priority complaint. We may suspend your account immediately while we investigate, cancelling any accepted job that has not started (with your Lead Fee refunded), and give you 72 hours to give your side. If the complaint is substantiated your account is removed, your CNIC is blocked, remaining Points are forfeited, and we will give your identity and verification details to the police or a court on a Lawful Request.

B11.6 Your own safety matters too. If a homeowner threatens you, refuses to let you leave, refuses to pay, or behaves improperly, leave, call the emergency services if needed, and file a complaint within 7 days. We will investigate and may warn, suspend or remove the homeowner. KariGhar is not responsible for a homeowner's conduct and does not compensate you for it.

B12. Warnings, suspension, precautionary suspension, removal and CNIC block

B12.1 A complaint against you may end in: dismissal; coaching; a warning (a strike on your record); suspension for 7, 14, 30 or 90 days; or removal. Before any warning, suspension or removal we always tell you the job concerned, the category of complaint and the substance of what is alleged, in enough detail for you to answer it, and give you 72 hours to respond. We do not disclose the complainant's name, rating or contact details, or our internal notes.

B12.2 We may also warn, suspend or remove you, without a complaint, for: a pattern of cancellations, no-shows, low ratings or estimate disputes; false profile information; circumvention (Section B14); an expired Police Character Certificate; a reversed payment; a suspected compromised account; a legal requirement; or any risk to any person.

B12.3 During any suspension you cannot be invited, offer or accept; accepted jobs that have not started are cancelled with the Lead Fee refunded; jobs already in progress may be completed. You keep read access to your wallet and may top up; Points continue to expire.

B12.4 Removal is permanent. Your wallet is frozen and remaining Points are forfeited without compensation. Your CNIC number is placed on our block list for the period stated in the Privacy Policy and any future registration under it will be refused during that period, subject only to review by our executive.

B12.5 You may ask Support to review a suspension or removal within 14 days. Review is at our discretion and our decision is final as between you and KariGhar.

B13. Activity and visibility

B13.1 Your visibility to homeowners depends on activity, not payment. Activity means logging in, submitting an Offer, having an Offer accepted, or buying Points. Cancelling is not activity.

B13.2 After 30 days without activity you are "Quiet" (no restriction); after 60 days "Inactive" (hidden from homeowner browsing but still invited to system matches if your balance allows); after 90 days "Dormant" (not invited and not shown). Any activity restores you immediately. No re-verification is needed. Points continue to expire regardless of stage.

B14. Off-platform dealing

B14.1 After you have completed a job for a homeowner through KariGhar, we do not stop you and that homeowner from working together directly in future. Our pricing already allows for it.

B14.2 What you must not do is circumvent a connection KariGhar made: give or ask for a phone number or address before the Reveal; put contact details in an offer note, profile or photo; cancel or withdraw so as to do the same job directly; tell a homeowner to cancel and "call me instead"; or arrange, outside the Platform, a job that first reached you through a KariGhar invitation and was not completed through Acceptance on the Platform. Circumvention is a serious breach and may lead to suspension or removal.

B14.3 A job done directly is outside KariGhar: no verification badge, no ratings, no complaints desk, no protection of any kind for either party.

B15. Complaints you can file

B15.1 You may file a complaint about any job within 7 days of its completion or cancellation, in the categories: safety threat; payment refused; job not as described; disrespect; and other. We aim to respond within 24 hours. We may ask you for more information (72 hours to reply, or the complaint closes). Outcomes against a homeowner are the same as in Section B12.1.

B15.2 A complaint does not entitle you to a refund of the Lead Fee unless the outcome says so, and never entitles you to money from KariGhar.

B16. Your data

B16.1 The Privacy Policy explains what we collect, why, where it is stored, who sees it, and how long we keep it. In summary: your documents are stored privately and seen only by our verification team and executive; your CNIC number is kept for the life of your account and, if you are removed, indefinitely on the block list; your ratings, complaints, cancellations and wallet ledger are kept for the periods stated there; and your name, photo, trade, rating and area are shown publicly.

B17. Taxes, licences and insurance

B17.1 You are responsible for every tax and registration that applies to you and your earnings, and for any receipt or invoice the law requires you to give a homeowner. KariGhar does not pay tax on your behalf, does not deduct tax from the homeowner's payment (we never touch it), and will report or withhold only where the law obliges us to.

B17.2 You are responsible for any licence or permit your trade requires (for example, for gas or electrical work) and for working to the applicable safety standards.

B17.3 Insurance is dealt with only in Section A10.6: KariGhar does not insure you, your tools, your helpers, your work or the homeowner's property. You are strongly encouraged to hold your own insurance.

B18. Liability, indemnity and disputes

B18.1 Sections A17 (Disclaimers), A18 (Limitation of liability), A19 (Indemnity) and A22 (Governing law and disputes) of Part A apply to you in full. In short: KariGhar is not liable to you for any loss connected with any job, homeowner, payment, message, suspension, expiry or forfeiture; if a court finds otherwise, our total liability is capped at the greater of ₨5,000 and what you actually paid us in the previous 12 months; you indemnify us against claims arising from your work; and disputes go to a 60-day negotiation and then to the courts at Lahore.

B19. Term and termination

B19.1 This Part starts when you submit your registration and continues until your account is closed or removed. You may close your account at any time by writing to [email protected]; remaining Points are forfeited. Closure does not end any job already accepted, any complaint already filed, any rating owed, or any debt.

B19.2 Sections B2.2, B3.8, B6.3, B7.4, B8.6, B9, B11.4, B12.4, B14, B16, B17 and B18 survive termination.

B20. Acceptance

B20.1 By submitting your registration you confirm that you have read this Part and Part A, that everything you have told us is true, that you are 18 or over, that you have the right to work as a tradesperson in Pakistan, that the person named as your reference has agreed to be contacted, and that you accept this Part.

C2. Who can use it, where we serve, and what it costs

C2.1 You must be at least 18. You must use your own mobile number, which may not already hold a provider account. You may browse providers without registering; you must register to submit a request.

C2.2 We currently serve addresses inside DHA Lahore only. A request for an address outside our service area will be refused. We may expand or narrow the area at any time.

C2.3 Using KariGhar as a homeowner is free. You pay nothing to browse, request, accept, rate or complain. KariGhar never asks you to pay for a job, and never asks for payment by SMS, phone call, WhatsApp or to any account described as ours. If we ever introduce an optional paid feature, it is paid only inside the Platform on a screen that shows the price before you confirm. If anyone — including a provider — asks you to pay KariGhar in any other way, do not pay and tell Support immediately.

C2.4 You may request work for a home you own, rent or are responsible for. If you request work for someone else's home, you are responsible for having their permission and for their compliance with this Part while the provider is there.

C3. Your account and information

C3.1 We identify you by your mobile number and a one-time passcode. Anyone with your phone can act as you; keep it secure and tell Support if it is lost or your number changes.

C3.2 When you submit a request we collect your first name, the job address, sector and landmark, a location pin, the job description and any photos you attach, whether you want the job ASAP or at a scheduled time, and your language preference. We save your last address and pin to pre-fill your next request. Everything you tell us must be accurate: a wrong address or a misleading description wastes the provider's time and may lead to a cancellation you cannot dispute.

C3.3 Photos you attach must be of the job and must not show people's faces, documents, or anything you would not want a stranger to see; they are shown to the providers we invite.

C4. Requesting a job, what providers see, and the Reveal

C4.1 You may request a job in three ways: by letting our matching engine choose up to five providers for you; by shortlisting up to three providers you have browsed; or by selecting up to three of your saved favourites. The matching engine ranks providers by distance, rating, reliability and recent activity using our own logic, which we may change without notice.

C4.2 Until you accept an offer, providers see only your first name, the general area, the job description, the photos and the timing. They do not see your exact address, your landmark or your phone number, and cannot contact you.

C4.3 When you accept an offer, the provider is shown your address, landmark and phone number — immediately for an ASAP job, one hour before the scheduled time for a scheduled job — and you are shown the provider's phone number at the same moment. This is the Reveal. By accepting, you consent to it.

C4.4 A provider may use your details only for that job. If a provider contacts you for any other purpose, adds you to a group or list, or shares your details, report it and we will act.

C5. Offers, choosing a provider, the estimate and the final price

C5.1 Invited providers have a short window (currently 10 minutes for ASAP, 2 hours for scheduled) to send an offer with an estimated price, an arrival time, availability and a note. You see offers as they arrive, sorted by estimate. Nothing obliges you to accept any offer, and no provider is ever assigned to you automatically.

C5.2 Accepting an offer creates a contract for the work between you and that provider. KariGhar is not a party to it. By accepting, you are agreeing to be available at the address at the stated time and to pay the provider for the work at the price you agree with them.

C5.3 The estimate is a good-faith figure given before the provider has seen the job. It is not a fixed price and not a quotation from KariGhar. The final price is for you and the provider to agree at the door once the provider has seen the work — that is how trades work in Pakistan and the Platform does not change it. If you do not agree a price, you may decline the work before it starts; the provider may cancel; neither of you owes the other for a job that did not happen, and KariGhar has no involvement.

C5.4 KariGhar does not set, cap, verify, collect or guarantee the final price. If you believe a provider misled you with a low estimate and then demanded much more, file an "estimate dispute" complaint: we record it against the provider so that a pattern can be acted on, but we do not rule on any single price disagreement and we will not refund you, because we never held your money.

C6. Paying the provider, and cancelling

C6.1 You pay the provider directly, in cash or however the two of you agree. KariGhar does not collect, hold, guarantee, insure or take any share of your payment, does not issue receipts, and cannot reverse or recover a payment for you. Ask the provider for a receipt if you want one, and pay only after you are satisfied the work is done. If you pay cash, we have no record of it and no way to confirm or dispute it.

C6.2 Materials and parts are between you and the provider. We do not verify what was bought or what it cost.

C6.3 Any refund, discount or redo for the work is for the provider to give. KariGhar does not refund money to homeowners in any circumstance, because we never hold it.

C6.4 You may cancel a request at any time before you accept an offer, free of charge and without any effect on your record. After you have accepted an offer, you can cancel only by contacting Support; the provider's fee is returned to them and no penalty is recorded against you. Please cancel as early as you can — a provider who travels to your home for nothing has no claim against KariGhar, but may have one against you.

C6.5 If the provider cancels after acceptance, we will tell you and automatically invite replacement providers, following the same path you chose. After several cancellations on one request we will ask whether you want to keep trying or close the request.

C7. Arrival, completion, rating, and being honest about no-shows

C7.1 The provider is expected to arrive within the arrival window and to confirm arrival on the Platform. If the window passes without confirmation we will ask you, by SMS, whether the provider came. Please answer truthfully. If you say no, the provider is recorded as a no-show, receives an automatic 1-star rating and loses standing. A false "no" is a serious breach and may lead to a warning, suspension or closure of your account and to the no-show record against the provider being reversed; a false "yes" protects a provider who let you down.

C7.2 When the provider marks the job complete you will be asked to confirm or dispute it. If you do nothing for 2 hours, the job is treated as complete. If the work is not finished or not acceptable, dispute it rather than confirm it, and file a complaint.

C7.3 You must rate the provider within 24 hours of completion. Until you do, you cannot submit a new request. You will be reminded at 4 hours and at 24 hours. If you have an open complaint about the job, the rating obligation is paused until the complaint is resolved.

C7.4 Ratings must be honest and about the job. A 1- or 2-star rating is protected: the provider is not told who gave it. You may not offer, accept or ask for anything in exchange for a rating, and a provider may not ask you to change one.

C7.5 After a 4- or 5-star rating you may save the provider as a favourite (up to three per trade) and request them directly next time; a repeat job costs the provider a lower fee.

C8. Safety in your home; theft, damage and injury

C8.1 You decide who enters your home. KariGhar's verification (CNIC front and back, photograph, Police Character Certificate, utility bill, reference, and a check against our block list) reduces risk but does not remove it. It is not a guarantee of a provider's honesty, skill or behaviour, and documents can be forged. Insurance is dealt with only in Section A10.6: we do not insure your home, belongings or family.

C8.2 Before letting a provider in, compare the person with the photo and name on the Platform and ask to see their original CNIC. Every provider has agreed to carry it. If it does not match, do not let them in, and tell Support; that refusal is not a cancellation by you.

C8.3 While the provider is in your home you agree to: be present, or have a trusted adult present, throughout; keep cash, jewellery, documents, phones and other valuables locked away before the job starts; keep children and pets away from the work area; not leave the provider alone in rooms unrelated to the job; and refuse any helper you were not told about, and refuse anyone who is not the registered provider shown on the Platform (Section B3.8 forbids substitutes). You may keep fixed security cameras in your own home; providers are told to assume they may be present. If you feel unsafe at any point, end the job and, if necessary, call the emergency services first — then tell us.

C8.4 If a provider steals, damages your property, injures someone, threatens or harasses you, or behaves improperly: report it to us within 7 days through "Report an issue" on the job, and — where a crime may have been committed — to the police. We will treat it as the highest priority, may suspend the provider immediately while we investigate, will give you a written reference number, and will give the provider's identity and verification details to the police or a court on a Lawful Request. If your report is substantiated, the provider is permanently removed and their CNIC is blocked from ever registering again.

C8.5 What we cannot do: KariGhar will not pay for, replace or compensate any stolen, lost or damaged item, any injury, or any bad or unfinished work; will not pursue a claim or a criminal case for you; will not give you the provider's documents directly (we give them to the authorities); and cannot guarantee any outcome. Your legal remedies for a provider's acts lie against the provider under the law, and you acknowledge that KariGhar is not a proper party to that claim and that any claim against KariGhar is subject to Sections A18 and A22.

C8.6 Providers are independent tradespeople, not our employees, and we do not control how they work. We are not responsible for the quality, safety, legality or outcome of their work, for any licence or standard their trade requires, or for any harm their work causes now or later.

C9. Off-platform dealing

C9.1 After a provider has completed a job for you through KariGhar, we do not stop you calling them directly for future work. But a job arranged directly is entirely outside KariGhar: there is no verification badge, no rating, no complaints desk, and none of the protections in this Part.

C9.2 You must not try to get a provider's number or arrange work before you have accepted an offer, cancel a request to arrange the same job directly, or ask a provider to "cancel and come anyway". This deprives the provider of the protections of the Platform and us of our fee, and may result in your account being suspended or closed.

C10. Complaints

C10.1 You may file a complaint about any job within 7 days of its completion or cancellation, from the job card or the completion message. Categories: safety threat; theft or missing items; poor work or damage; no-show; disrespect; estimate dispute; other. Describe what happened (at least 20 characters) and attach up to three photos.

C10.2 We aim to respond within 24 hours. We may ask you for more information — if you do not reply within 72 hours the complaint closes. Before we penalise a provider we always give them 72 hours to respond. The provider is not told your rating; they are told the category of the complaint.

C10.3 Possible outcomes against a provider: dismissed; coaching; warning; suspension for 7 to 90 days; or permanent removal with CNIC block. Our decision is final as between you and KariGhar, does not affect your rights against the provider, and never includes a payment of money to you. You may ask Support for a review within 14 days.

C10.4 A knowingly false complaint, or a complaint used to pressure a provider over price, is itself a breach and may lead to your account being suspended or closed.

C11. Your conduct

C11.1 You must: describe the job truthfully; give the correct address; be reachable on your registered number around the job; treat providers with courtesy and respect; provide safe access to the work area; pay the agreed price when the work is done; and not ask a provider to do anything illegal, unsafe, or outside the scope of their trade.

C11.2 You must not: submit requests you do not intend to proceed with; submit the same request repeatedly to collect estimates; use a provider's details for anything other than the job; harass, threaten, abuse, discriminate against, or record a provider without consent; refuse to pay for completed work; or do anything listed in Section A9 of Part A.

C11.3 Providers may rate you and may file complaints about you (safety threat, payment refused, job not as described, disrespect, other). A pattern of low ratings, refused payments, false no-show reports or complaints may lead to a warning, suspension, or closure of your account.

C12. Your data

C12.1 The Privacy Policy explains what we collect and why. In summary: your phone number, first name, address, pin and photos are used to run your requests; your address and phone are shown only to the provider you accept, at the Reveal; your ratings and complaints are kept for the periods stated in the Privacy Policy; and our systems are hosted outside Pakistan (Singapore). You may ask us to close your account and delete your data, subject to the retention periods we are required to keep.

C13. Liability and disputes

C13.1 Sections A17 (Disclaimers), A18 (Limitation of liability), A19 (Indemnity) and A22 (Governing law and disputes) of Part A apply to you in full. In short: KariGhar is not liable to you for any loss connected with any provider, job, payment or message; if a court finds otherwise, our total liability is capped at ₨5,000 (you pay us nothing, so that is the cap); you are responsible for claims arising from your own conduct and from anyone you allow into the job (for Homeowners, Section A19 applies only to the matters listed in Section A19.1(c), (d), (e) and (f)); and disputes with us go to a 60-day negotiation and then to the courts at Lahore. Nothing in this Part removes any right you have as a consumer that the law does not allow you to give up.

C14. Closing your account

C14.1 You may stop using KariGhar at any time and may ask us to close your account by writing to [email protected]. Closing does not end any job you have accepted, any rating you owe, or any complaint in progress. We may suspend or close your account under Part A.

C15. Acceptance

C15.1 By entering the passcode we send you and by submitting a request, you confirm that you are 18 or over, that the information you give is true, that you have read this Part and Part A, and that you accept them.