1. Agreement to Terms

Naina Services LLP (“us”, “we”, “our”, “Company”, “On Cleaning Duty” or "OCD", which also includes its affiliates) is the author and publisher of the internet resource www.oncleaningduty.com (“Website”) (also including but not limited to the mobile applications).

These Terms & Conditions ("Terms") constitute a legally binding agreement between you ("Customer", "you", or "your") and OCD governing your access to and use of the OCD customer application, website at https://oncleaningduty.com, and all related services (the "Platform").

By registering, logging in, or placing an order, you agree to these Terms, our Privacy Policy, Refund Policy, and Cancellation Policy.

2. About the Platform

OCD is a technology marketplace that connects customers with independent laundry and dry-cleaning partner stores ("Partner Stores") and delivery partners ("Delivery Partners") for:

1. Garment pickup from your location
2. Professional cleaning, washing, dry-cleaning, and related services
3. Delivery of cleaned garments back to you
4. Self-pickup orders placed at Partner Store counters (POS orders)

OCD facilitates order placement, scheduling, payment collection, tracking, and communication. The actual cleaning service is performed by the Partner Store you select.

3. Eligibility & Account Registration

3.1 Eligibility

1. You must be at least 18 years of age and capable of entering into a binding contract under Indian law.
2. You must provide a valid 10-digit Indian mobile number for OTP-based registration via Firebase Phone Authentication.

3.2 Account

1. Your mobile number is your primary account identifier.
2. You are responsible for maintaining the confidentiality of your account and for all activities under your account.
3. You must provide accurate and complete information (name, addresses).
4. Guest Mode: You may browse stores without logging in, but ordering, saving addresses, support, and notifications require a registered account.

3.3 Account Deletion

You may delete your account through the app (Profile → Delete Account). Deletion is processed as a soft delete — your account is deactivated, but order and transaction records may be retained as required by law.

4. Service Availability

4.1 Service Zones

Services are available only in designated service zones (city and zone polygons). Your pickup and delivery addresses must fall within an active service zone of the selected Partner Store. The Platform validates address eligibility before order placement.

4.2 Non-Service Areas

If you are in a non-service area, you may register your interest (location is recorded once per user). This does not guarantee service availability.

4.3 Store Availability

Partner Stores may be online or offline. Only live, online stores accept new orders. Store listings, ratings, distance, and service categories are displayed to help you choose.

5. Orders & Service Process

5.1 Order Placement

To place an order, you must:

1. Select a Partner Store and services/garments.
2. Choose pickup address, date, and time slot.
3. Choose delivery address, date, and time slot (for delivery orders).
4. Review the estimated bill (items, add-ons, discounts, taxes, delivery charge, handling charge, express charges if applicable).
5. Apply a coupon code (optional).
6. Confirm and place the order.

5.2 Order Types

5.3 Order Confirmation & Billing Disclaimer

Important: By placing an order, you acknowledge and agree that:

1. Orders are subject to confirmation by the pickup partner and/or Partner Store at the time of collection.
2. Final billing is based on actual garments and services verified at pickup and/or at the store — the estimated amount shown at checkout may change.
3. Special care instructions and delivery timelines can be discussed with the pickup rider or store.
4. Refunds or changes related to special requests may not be possible once processing begins.

5.4 Store Change Requests (Order Suggestions)

For Cash on Delivery (COD) orders that are unpaid, when your order reaches the store ("At Store" status), the Partner Store may send you a change request if:

1. Items need to be modified (service type, add-ons, pricing).
2. Items are rejected (damaged, non-serviceable, or other reasons with supporting images).

Rules:

1. You have 30 minutes to accept or reject the change request.
2. If you reject the change request, your order will be cancelled.
3. If you do not respond within 30 minutes, the request expires and the order may be automatically cancelled.
4. If all items are rejected by the store, the order is cancelled with reason "Cancelled by Store".
5. You must accept liability disclaimers shown for individual item rejections before confirming.

5.5 Order Status Lifecycle

Your order progresses through these stages:

Order Placed → Picked Up → In Process → Out for Delivery → Delivered

Internal statuses include: Pending Pickup, At Store, Packed, Pending Dropoff, Store Picked Up, Dropped, Completed.

Special statuses: Cancelled, Not Delivered, Returned to Store, Re-Delivered, Not Available for Pickup, Reschedule.

5.6 OTP Verification

For security, OTP codes are shared with you during:

1. Pickup (when status is Pending Pickup)
2. Delivery (when status is Pending Dropoff or Store Picked Up)
3. Return to Store (when delivery fails and status is Not Delivered)

You must share the correct OTP with the Delivery Partner to confirm handover.

6. Pricing & Payments

6.1 Price Components

Your order total may include:

6.2 Coupons

1. Coupons may be percentage or fixed amount discounts.
2. Coupon types include: first-order, repeat-order, and general coupons.
3. First-order coupons apply only if you have no previous non-cancelled orders.
4. Repeat-order coupons require a minimum number of completed orders and are available within a defined window after your last completed order.
5. Coupons may be restricted to specific stores, cities, zones, or preference stores.
6. Only one coupon per order unless otherwise stated.
7. Coupon discounts are applied before tax calculation.

6.3 Payment Methods

Current checkout: The customer app places orders on Pay on Delivery (COD) basis. Online payment at checkout is not currently enabled in the app.

6.4 Re-Delivery & Overstay Charges

If delivery fails and your order is returned to the store ("Returned to Store" status), you must schedule re-delivery and pay applicable charges:

1. Days 1–3: Re-delivery tier charge (based on order item total) + GST.
2. Days 4–30: Re-delivery charge + (daily overstay charge × excess days from day 4) + GST.

Re-delivery requires online payment via Razorpay (mandatory). Payment is verified server-side before re-delivery is scheduled.

7. Cancellations

Please refer to our dedicated Cancellation Policy for full details. Key points:

1. You may cancel an order through the app before it is picked up, subject to operational constraints.
2. Orders are non-cancellable after pickup — please verify your order and address before confirming.
3. Cancelling requires providing a reason.
4. Cancellation by store (via change request rejection), delivery partner, or system (expired suggestion) may also occur.

8. Refunds

Please refer to our dedicated Refund Policy. Key points:

1. Automatic refunds are not processed upon order cancellation through the app.
2. COD orders that are unpaid do not require a refund upon cancellation.
3. For service quality issues, contact support for case-by-case resolution.
4. Re-delivery/overstay charges paid online are generally non-refundable once the re-delivery is scheduled.

9. Ratings & Reviews

After order completion, you may rate:

1. Overall order experience (required)
2. Pickup experience (optional)
3. Delivery experience (optional)

Ratings are on a 1–5 star scale with optional written reviews. Ratings help maintain service quality across Partner Stores and Delivery Partners.

10. Customer Support

You may raise support requests through the app for:

Pickup issues: Pickup Not Done, Pickup Delayed, Pickup Boy Misconduct, Other

Service issues: Unhappy With Service, Color Fade/Run/Touch, Instructions Not Followed, Garment Stained, Texture Lost, Other

Delivery issues: Delivery Not Done, Delivery Delayed, Delivery Boy Misconduct, Missing Item, Missing Accessories, Wrong Delivery, Other

Support requests may include order ID, item ID, category, reason, description, and image uploads. Resolution is handled by our support team on a case-by-case basis.

11. Prohibited Conduct

You agree not to:

1. Provide false or misleading information.
2. Place fraudulent orders or abuse coupon/promotional offers.
3. Harass Partner Store staff or Delivery Partners.
4. Use the Platform for any unlawful purpose.
5. Attempt to circumvent OTP verification or payment processes.
6. Share your account credentials with others.

12. Limitation of Liability

1. OCD is a technology intermediary connecting you with independent Partner Stores and Delivery Partners.
2. We are not the service provider for cleaning services — the Partner Store is.
3. We do not guarantee the quality of cleaning, turnaround time, or garment condition beyond what is addressed through our support process.
4. To the maximum extent permitted by law, OCD's liability is limited to the order value paid by you for the specific transaction in dispute.
5. We are not liable for delays caused by factors beyond our control (weather, traffic, store capacity, force majeure).

13. Intellectual Property

All content on the Platform — including logos, text, graphics, app design, and software — is owned by or licensed to OCD. You may not copy, modify, distribute, or create derivative works without our written consent.

14. Third-Party Services

The Platform integrates with third-party services including Firebase (authentication & notifications), Razorpay (payments), Google Maps/Places (location & addresses). Your use of these services is also subject to their respective terms and privacy policies.

15. Modifications

We may modify these Terms at any time. Updated Terms will be posted on the Platform. Continued use after changes constitutes acceptance.

16. Governing Law & Dispute Resolution

These Terms are governed by the laws of India. Any disputes shall be subject to the exclusive jurisdiction of courts in Haryana, India, unless otherwise required by applicable consumer protection law.

17. Contact

1. Email: support@oncleaningduty.com
2. Phone: +91 8360670254
3. Website: https://oncleaningduty.com/contact-us