Terms and Conditions
Service On Wheels (SOW)
Last Updated: August 17, 2026
Welcome to Service On Wheels. These Terms and Conditions ("Terms") govern your access to and use of the SOW mobile application, website, and related services.
By registering, accessing, or using SOW, you agree to these Terms.
SOW is a technology-enabled platform that allows customers to discover, schedule, purchase, and manage home and other professional services.
Services may be delivered by independent service professionals, partners, vendors, franchise partners, or other authorized service providers ("Service Professionals").
To use certain features of SOW, you may be required to create an account and provide information such as your name, mobile number, email address, and service address.
You agree to:
Provide accurate and current information.
Keep your account information updated.
Maintain the security of your account and OTPs.
Not allow unauthorized persons to use your account.
Notify SOW if you become aware of unauthorized use of your account.
You are responsible for activities performed through your account to the extent permitted by applicable law.
Services offered through SOW may vary depending on:
Location and PIN code.
Availability of Service Professionals.
Selected service, date, and time slot.
Franchise/service-area coverage.
Operational or technical conditions.
Availability displayed in the application does not guarantee that a particular Service Professional will always be available.
SOW may modify, suspend, add, or discontinue services or service areas when reasonably required.
Customers may select a service, service address, preferred date, and available time slot through the SOW platform.
A booking is considered confirmed when confirmation is provided through the application or other authorized communication channel.
In certain circumstances, SOW may need to change the assigned Service Professional or request that the customer reschedule the service.
Customers are responsible for providing a complete and accurate service address.
Services are available only in supported service areas.
If a customer changes the service address after selecting a service, SOW may:
Recheck whether the service is available at the new location.
Require the customer to select a new date and time slot.
Prevent checkout or service delivery if the new location is not serviceable.
Service prices will generally be displayed before the customer confirms the booking.
The final payable amount may include, where applicable:
Service charges.
Applicable taxes, including GST.
Platform fees.
Visiting or inspection charges.
Additional services or items approved by the customer.
Other charges clearly disclosed before payment.
Prices may vary depending on location, service type, service variant, service requirements, and other applicable factors.
7. Additional Work and Estimates
During a service visit, the Service Professional may identify additional work, replacement parts, materials, or services that are required.
Where applicable, an estimate will be provided to the customer.
Additional chargeable work should not be performed without customer approval where such approval is required through the SOW process.
If required parts or materials are unavailable, the service may be placed on hold or rescheduled.
SOW may support payment methods including online payments, wallet payments, partial payments, or other payment methods displayed in the application.
Customers agree to pay all applicable charges associated with their confirmed booking.
For partial-payment bookings, the customer may be required to pay an advance amount when placing the order and the remaining amount at the applicable stage of service.
Payment processing may be provided by third-party payment providers and may also be subject to their respective terms.
SOW may provide coupons, promotional discounts, membership benefits, or other offers from time to time.
Each offer may have separate eligibility requirements, validity periods, service restrictions, minimum order values, or other conditions.
SOW reserves the right to reject or cancel the use of an offer where there is reasonable evidence of misuse, fraud, duplication, or violation of the applicable offer terms.
10. Cancellation
Customers may cancel eligible bookings through the SOW application, subject to the cancellation rules displayed for the applicable service.
Depending on the booking status and timing of cancellation, cancellation charges may apply.
A Service Professional may also be unable to complete or attend a booking because of emergencies, transportation issues, service-related difficulties, or other reasonable circumstances.
In such cases, SOW may attempt to:
Assign another Service Professional;
Reschedule the service; or
Cancel the booking and process any applicable refund.
11. Rescheduling
Eligible bookings may be rescheduled through the SOW application, subject to:
Slot availability.
Service Professional availability.
Service-area availability.
Applicable rescheduling limits.
Service-specific conditions.
SOW may restrict repeated or last-minute rescheduling where necessary for operational reasons.
12. Refunds
Refund eligibility depends on the booking status, payment status, cancellation reason, services already delivered, and applicable cancellation policy.
Where a refund is approved, it will generally be processed to the original payment method or another supported method.
Banks and payment providers may require additional time to reflect a processed refund.
Any applicable deductions or non-refundable charges will be communicated in accordance with the relevant cancellation or refund policy.
SOW may offer Annual Maintenance Contracts or other maintenance plans ("AMC Plans") containing multiple service visits.
For AMC Plans:
The number of visits and validity period will be displayed before purchase.
The first visit may be scheduled during purchase.
Remaining visits may be scheduled later according to the plan.
Minimum or maximum gaps between visits may apply.
Visits must generally be used within the plan's validity period.
Rescheduling may be subject to limits and slot availability.
Used or completed visits cannot normally be reused.
Unused visits may expire after the AMC validity period unless otherwise stated.
The specific terms displayed for the selected AMC Plan will also apply.
Customers must:
Provide accurate booking and address information.
Ensure reasonable and safe access to the service location.
Be present or ensure an authorized adult is available where required.
Follow reasonable safety instructions provided by the Service Professional.
Not engage in abusive, threatening, discriminatory, fraudulent, or unlawful behavior.
Verify service completion before providing completion OTPs where applicable.
Pay approved charges for completed services.
SOW may use OTP verification for activities including:
Login or registration.
Starting a service.
Completing a service.
Other security-sensitive actions.
Customers should not provide a service completion OTP before the applicable service has been completed to their reasonable satisfaction.
Login OTPs and other account-security OTPs should never be shared with unauthorized persons.
Service Professionals available through SOW may be independent professionals, partners, franchise-associated professionals, vendors, or other authorized providers.
SOW may implement onboarding, verification, training, ratings, performance monitoring, and other quality-control measures.
However, the exact nature and outcome of a service may depend on the circumstances at the customer's location and the nature of the requested work.
17. Ratings and Reviews
Customers may be permitted to rate or review services and Service Professionals.
Reviews must be genuine and must not contain unlawful, abusive, defamatory, misleading, threatening, obscene, or fraudulent content.
SOW may moderate or remove content that violates these Terms or applicable law.
Customers and Service Professionals must maintain a safe environment during service delivery.
SOW or the Service Professional may refuse, suspend, or stop a service where there is a reasonable safety risk, illegal activity, harassment, violence, hazardous conditions, or circumstances preventing safe completion of the service.
Certain services may include a service warranty or guarantee.
Where provided, the applicable warranty period and conditions will be communicated with the service.
Warranty coverage may not apply to issues resulting from misuse, external damage, unauthorized repairs, customer-provided defective materials, normal wear and tear, or circumstances outside the scope of the original service.
To the maximum extent permitted by applicable law, SOW will not be responsible for indirect, incidental, special, or consequential losses arising from the use of the platform or services.
Nothing in these Terms excludes or limits liability that cannot legally be excluded or restricted under applicable law.
Customers should promptly report service-related damage, misconduct, or other significant issues through SOW's official support channels.
You must not use SOW to:
Commit fraud or other unlawful activities.
Create fake or misleading bookings.
Harass Service Professionals or other users.
Attempt unauthorized access to SOW systems.
Manipulate payments, promotions, ratings, referrals, or rewards.
Copy, reverse engineer, interfere with, or misuse the platform except where permitted by law.
Use SOW in any manner that violates applicable laws or regulations.
SOW may restrict or suspend accounts where there is reasonable evidence of misuse or violation of these Terms.
The SOW name, logo, application, website, software, graphics, content, designs, trademarks, and related intellectual property belong to SOW or their respective licensors.
Users may not reproduce, distribute, modify, or commercially exploit such materials without appropriate authorization.
23. Privacy
Personal information collected through SOW will be handled in accordance with the SOW Privacy Policy and applicable data-protection laws.
Information may be shared with Service Professionals, franchise partners, payment providers, technology providers, and other parties where reasonably necessary to process bookings and provide the requested services.
By using SOW, you may receive transactional communications relating to your account and bookings, including:
OTPs.
Booking confirmations.
Service Professional assignment information.
Service status updates.
Payment and refund information.
AMC visit reminders.
Support communications.
Marketing communications will be handled in accordance with applicable consent and communication requirements.
25. Suspension or Termination
SOW may restrict, suspend, or terminate access to an account where reasonably necessary because of:
Fraudulent activity.
Repeated misuse of the platform.
Non-payment.
Safety concerns.
Violation of these Terms.
Unlawful activity.
Where appropriate and legally required, users will be provided relevant notice or an opportunity to address the issue.
SOW may update these Terms from time to time to reflect changes to services, business practices, technology, or applicable legal requirements.
The updated Terms and effective date will be made available through the SOW application, website, or another appropriate channel.
Continued use of SOW after updated Terms become effective constitutes acceptance to the extent permitted by applicable law.
These Terms will be governed by the laws of India.
Any dispute arising from the use of SOW should first be raised through SOW customer support so that an attempt can be made to resolve the matter amicably.
Any jurisdiction or dispute-resolution provision applicable thereafter will be subject to applicable Indian law and the final legal terms published by SOW.
For questions, complaints, cancellations, refunds, or service-related concerns, customers may contact SOW through the official support options available in the SOW application or website.
By creating an account, placing a booking, purchasing an AMC Plan, or otherwise using Service On Wheels, you acknowledge that you have read, understood, and agreed to these Terms and Conditions.
