SHATRA CUSTOMER TERMS OF SERVICE

1. About Shatra

Shatra is a managed service platform that connects customers with vetted independent service providers for interior decoration and executive cleaning services. Shatra provides booking coordination, secure payment handling, provider verification, and dispute support to help ensure a reliable and transparent service experience. Service providers who perform services booked through Shatra operate as independent contractors.

2. Booking Services

• Customers may request services through the Shatra website or platform by providing job details, photos, and location information.
• All bookings are subject to service provider availability, review, and confirmation.
• Prices may be fixed or quoted based on submitted information, photos, or site assessments.
• By confirming a booking, you agree to pay the displayed or quoted amount for the selected service.

3. Payments

• Payments for services are made directly through the Shatra platform.
• Shatra may charge a platform or service fee as part of the total amount displayed at checkout.
• Payment may be required before service commencement or upon service completion, depending on the service and booking terms.
• Accepted payment methods may include credit cards, debit cards, or other payment options made available by Shatra.
• Payments made through Shatra help support service confirmation, issue reporting, and resolution assistance.

4. Independent Service Providers

• Service providers listed at Shatra operate as independent contractors.
• Shatra facilitates bookings, payments, provider verification, and quality standards but does not perform services itself.

5. Customer Responsibilities

Customers agree to:

• Provide accurate and complete information about the requested service
• Ensure safe and reasonable access to the service location
• Secure pets, valuables, and personal belongings
• Treat service providers with professionalism and respect
• Communicate promptly regarding schedule changes or concerns

Failure to meet these responsibilities may impact service outcomes or resolution options.

6. Quality Standards & Issue Resolution

• Shatra facilitates quality standards by requiring providers to meet platform requirements and by offering issue resolution support.
• If you are dissatisfied with a completed service, you must notify Shatra within 48 hours of service completion.
• Shatra does not guarantee specific outcomes, timelines, or results, as service outcomes depend on the independent provider and site conditions.
• Where appropriate, Shatra may assist with rework coordination, partial refunds, or other resolutions at its discretion.

7. Property Damage or Service Issues

Any claims related to property damage, defects, or service concerns must be reported to Shatra within 48 hours of service completion and should include supporting photos where applicable. Shatra will review reported issues and determine an appropriate resolution based on the information provided.

8. Cancellations and No-Shows

Cancellations and refunds are governed by Shatra’s Refund and Cancellation Policy. Missed appointments, denied access, or last-minute cancellations may result in partial or full charges.

9. Photos and Marketing Use

Customers agree that non-identifiable photos of completed work may be used by Shatra for marketing, portfolio, or promotional purposes unless the customer expressly opts out in writing.

10. Limitation of Liability

To the maximum extent permitted by applicable law:

• Shatra is not liable for indirect, incidental, or consequential damages.
• Shatra’s total liability related to any service is limited to the amount paid for that specific service.

11. Account Suspension or Refusal of Service

Shatra reserves the right to suspend or refuse service to customers who engage in fraud, abuse, repeated unreasonable complaints, or misuse of the platform.

12. Privacy

Customer information is collected and handled in accordance with Shatra’s Privacy Policy.

13. Governing Law

These Terms are governed by and construed in accordance with the laws of the Province of Ontario, Canada.