DISCLAIMER & SAFETY POLICY

(FOR MAID SERVICE PLATFORM)

1Nature of the Platform (Aggregator Status)

DOUM operates as a technology platform connecting households with independent domestic service providers.

Service providers are not employees of DOUM unless expressly mentioned in a written employment agreement.
DOUM does not exercise day-to-day supervision inside the customer’s premises.
The service relationship primarily exists between the customer and the service provider.

However, DOUM performs onboarding, verification, and grievance support functions to maintain trust and safety.

2Due-Diligence Conducted by Us (Customer Protection)

To ensure reasonable safety standards, DOUM undertakes the following verification processes before allowing a provider to accept bookings:

Identity & Background Checks

Government ID verification (Aadhaar / Voter ID / PAN where applicable)
Address verification
Mobile number verification
Reference verification where available

Training & Conduct Orientation

Behavioural guidelines and professional conduct training
Basic safety and hygiene standards
Instructions regarding privacy and non-interference with customer belongings

Platform Monitoring

Rating & review tracking by DOUM
Repeated complaints investigation
Suspension or permanent removal upon misconduct

This constitutes “reasonable care and due diligence” expected of an intermediary/aggregator under Indian law.

3Welfare Measures for Service Providers

DOUM is committed to fair treatment of workers and implements the following:

Transparent earning information
No forced acceptance of bookings
Ability to refuse unsafe locations
Payment protection (tracking)
Complaint reporting channel
Harassment escalation mechanism
Identity confidentiality

Where legally required, DOUM cooperates with authorities in labour-related compliance.

4Workplace Safety & POSH (Sexual Harassment Prevention)

Because services occur inside customer premises:

The customer premises is treated as a workplace during service hours
Harassment complaints from either party may be investigated by DOUM
DOUM may suspend accounts during investigation
Serious cases may be reported to police

However: DOUM is not physically present at the premises and therefore cannot prevent real-time incidents. The role of DOUM is facilitative, reporting and remedial — not supervisory.

5Customer Responsibilities

Customers agree to:

Provide a safe working environment
Not assign illegal or hazardous work
Not employ the worker outside booked scope without mutual consent
Not withhold payment for completed service
Not record video/audio without consent in private areas

Failure may lead to suspension or legal reporting by DOUM.

6Service Provider Responsibilities

Service providers agree to:

Perform only booked tasks
Respect privacy & property
Not solicit off-platform payments
Not bring unauthorised persons
Not misuse customer belongings

Violation may lead to permanent deactivation and reporting by DOUM.

7Limitation of Liability

Under applicable laws including contract law and consumer law principles:

DOUM shall not be held liable for:

A. Actions Outside Our Control

Theft, loss or damage occurring without platform negligence
Disputes arising from private arrangements made outside the platform
Behaviour occurring beyond booked service scope
Real-time supervision failures inside private homes
Personal incompatibility between parties

B. Independent Conduct of Parties

DOUM is not responsible for statements, promises or agreements made privately
DOUM is not liable for employment classification disputes arising after direct hiring
DOUM is not responsible if customer hires provider independently after introduction

C. Indirect or Consequential Damages

Emotional distress claims
Business loss
Opportunity loss
Indirect damages

(Except where required by law in cases of proven platform negligence by DOUM)

8Situations Where We MAY Be Responsible

DOUM may accept responsibility only if proven that:

DOUM knowingly allowed a verified criminal offender despite records
DOUM ignored repeated serious complaints
DOUM misrepresented verification status
DOUM failed to remove a dangerous provider after confirmed misconduct

This follows negligence principles under Indian law.

9Grievance & Escalation Mechanism

DOUM provides:

In-app complaint reporting
Priority safety escalation
Temporary suspension of accounts
Cooperation with police authorities

For serious offences users should immediately contact local law enforcement.

10No Employment Guarantee

Use of the DOUM platform does not create:

Employer-employee relationship
Partnership
Agency relationship

Unless explicitly declared through written agreement.

11Good Faith & Cooperation Clause

Both customers and providers agree to:

Act honestly
Provide accurate information
Assist investigations if disputes occur

Failure may lead to account termination by DOUM.