Welcome to HOOKS. Please review these Terms of Service carefully before using our platform or services operated by Nexmate Tech Pvt Ltd.
1. Platform Intermediary & Dual-Role Switch
- Technology Facilitator: HOOKS is a digital platform owned and operated by Nexmate Tech Pvt Ltd. HOOKS acts solely as a technological intermediary connecting independent
service hirers ("Customers") and service providers ("Mates").
- No Employment Relationship: Service providers operating on HOOKS are independent contractors. HOOKS is not a staffing agency, direct employer, or general contractor.
- Dual-Role Single Account: Users may toggle between "Hire Mode" and "Work Mode" within one account, binding themselves to the respective rules of whichever role is active.
2. Mandatory Pre-Booking Consent & Escrow Architecture
- Pop-Up Consent: Users must explicitly accept these Terms and the Indemnity Agreement via an in-app prompt prior to creating or confirming any job request.
- Upfront Escrow: Bookings are finalized once funds are paid into platform escrow managed by Nexmate Tech Pvt Ltd via Razorpay. Funds are released into the provider's wallet only after verified attendance
check-in (via 50m GPS geofence + OTP or dynamic QR code scan).
3. Limitation of Financial Liability & Escrow Refunds
- Liability Cap: In the event of service failure, property damage, misconduct, or theft, the maximum financial liability of HOOKS and Nexmate Tech Pvt Ltd shall be strictly limited to
the total escrow payment amount collected for that specific job contract.
- Escrow Refund: Upon receiving a flag, HOOKS will freeze escrow funds and refund the job payment to the affected party upon basic verification. HOOKS does not pay third-party property
damages or secondary losses out of its own pocket.
4. 72-Hour Investigation Window & Delisting
- Investigation Timeline: Upon receiving a complaint or flag from a customer or service provider, HOOKS maintains an investigation window of up to 72 hours to evaluate chat logs, GPS check-ins, photos,
or police records.
- Permanent Banning: Accounts found guilty of fraud, misrepresentation, theft, or abusive behavior will be permanently delisted/banned from the platform.
5. Legal Action & Data Disclosure to Authorities
- Direct Offender Liability: Any illegal or tortious act committed on-site is the sole personal liability of the committing user. The offending party agrees to compensate the victim directly for all proven damages.
- Data Sharing for Legal Claims: In cases of criminal activity, HOOKS reserves the right to share verified onboarding records—including government ID verification records (
[ID Redacted]),
PAN details, verified address records, profile photos, and activity logs—with affected parties, legal counsel, or law enforcement agencies.
6. Comprehensive Indemnity Clause
FULL INDEMNIFICATION AGREEMENT:
You agree to defend, indemnify, and hold harmless Nexmate Tech Pvt Ltd, its brand HOOKS, directors, officers, employees, and agents from and against any and all claims, liabilities, damages, losses,
costs, or expenses (including reasonable legal and attorney fees) arising out of or in any way connected with:
- Your access to, or use of, the HOOKS platform;
- Your conduct during a service engagement (whether as a Customer or a Mate);
- Any property damage, personal injury, theft, or breach of applicable laws caused directly or indirectly by your actions or omissions;
- Any violation of these Terms of Service or third-party rights.
