Terms & Conditions: of Firlona App (https://firlona.com)

Your access to and use of our mobile application ("App") and services is governed by your acceptance of and compliance with these Terms and Conditions. These terms apply to all users, customers, and anyone who accesses, downloads, or registers on our App. By accessing, downloading, or using the App, you agree to abide by these terms. If you disagree with any part of these terms, you are not permitted to access the App.

1. User Agreement

Firlona Company is an online platform bridging the gap between service users (customers) and service providers (technicians) via the App.
For your convenience, make sure you carefully read all guidelines given on this Terms and Conditions page before using our App.

In these Terms and Conditions (referred to as “these terms”), “Customer” means the customer for whom the Works are to be carried out by Our Company’s technicians (vendors), and “Our Company” means ‘Company.’ “Contract” means the agreement between the Customer and Our Company to carry out the Works.

By downloading and using the App, you acknowledge and agree to follow these Terms and Conditions.

2. Our Services

The Services involve providing the App and platform that allow you to book and schedule various home-based services with independent third-party service providers (“Service Professionals”). Firlona Company assists in processing payments to Service Professionals for the services they provide and collects payments on their behalf.

The App is intended for personal and non-commercial use only, unless otherwise agreed through a separate agreement. The Services are intended to be used within India only. Accessing the App from outside India means you accept these Terms and Conditions as applicable to your jurisdiction.

A key aspect of the Services is our ability to send you push notifications, text messages, emails, or WhatsApp messages, including regarding your bookings, usage of the Services, or for promotional purposes. You may opt out of receiving messages by contacting us at Firlonaofficial@gmail.com or calling +91 98960 34903, but this may affect our ability to provide Services.

Some services may require identification proof to access. Failure to provide required identification may restrict App usage.

3. Account Creation

(a) To access the Services, you must create an Account on the App. You may need to provide details such as phone number, location and email. You must be at least 18 years old.

(b) All information provided must be accurate, and you agree to update details promptly if they change.

(c) You are responsible for the security and confidentiality of your account. Report any unauthorized use immediately.

(d) All activities under your account are your responsibility. The Company will not be liable for unauthorized access.

(e) You agree to receive communications regarding payment requests, service updates, promotions, or other matters through the App.

(f) App-specific: You consent to enable necessary app permissions (location, notifications, storage access) to facilitate seamless booking, tracking, and in-app communication.

4. Agreement to Use Data

(a) You agree that We may collect and use your personal data in accordance with our Privacy Policy (link).

(b) You consent to sharing information with third-party service providers to improve Service efficiency, analytics, trend analysis, and enhance user experience efficiency of our Services, as well as to offer beneficial schemes, new offers.

(c) Subject to applicable laws, we may be required by law enforcement agencies, government authorities, or related bodies to disclose data about you in connection with criminal or civil proceedings. You understand and agree that, in such cases, we have the right to share this data with the relevant agencies or authorities.

(d) App-specific: Usage analytics, device information, crash reports, and app behavior data may be collected to improve App performance.

5. Bookings

(a) Orders: The App allows requesting Services based on available slots. We make reasonable efforts to assign a Service Professional at the requested time. In the unlikely event that we cannot find a Service Professional for your chosen timeslot , we will contact you to arrange an alternative time.

(b) Confirmation: Bookings will be confirmed via App notification, SMS, email, or call. Payment must be made according to these Terms or as stated on the Platform.

(c) Cancellations: Orders canceled before confirmation will not incur charges. Refer to the App for cancellation policy.

(d) Substitution: If a Service Professional is unavailable, we will assign a substitute.

(e) App-specific: In-App booking history and receipts will be available for customer reference.

6. Opportunity of Our Company Services

Company supports technicians in finding work and assists customers in availing their Services.

• Verified technicians will be assigned based on availability for the selected service.
• Customers can change or cancel orders before technician assignment.
• Technician details will be shared via App notifications, SMS or Call.
• Payment can be made via cash or online methods (bank transfer, UPI, wallets).
• Technicians transfer service charges to Company same day if paid online or cash.
• In the event of an extension of any service, both technician and customer should inform Our Company, or else company will not take responsibility for any mishap, damage, or repair, or Services taken by customers.
• Both technician and customer will provide their reviews about the service after its completion.

7. Role & Obligations of Our Company

Company connects customers with technicians and ensures employment opportunities.

• The age of a technician registering with us should be above 18 years.
• Users can be individuals or company.
• Account creation and order booking on App are free.
• Company may deny or suspend any accounts at discretion.
• Company is not liable for technician-customer interactions. (performance, delivery, description of Services, etc.)
• Legal background checks are conducted, but Company is not responsible for technician wrongdoing on-site. In case of any theft or damage (intentional or unintentional), we can only provide you with information about the technician. We would not be able to support you any further if you want to go for legal proceedings.
• Our Company has no responsibility to any customer to support or involve itself in disagreement among Company’s platform users expect for enhancing user experience.

8. Collection and Use of Your Personal Information

(a) Data collected: Phone number, location, email, gender, address and name when registering or placing orders.

(b) Purpose: Account creation, bookings, App functionality, and service personalization (e.g., female-only salon services). we use gender for salon Massage, Spa services only shown to females because these services are only for females and not available for men.

(c) Deletion: Accounts and personal data can be deleted through the App or by contacting Firlonaofficial@gmail.com or contact us via call at +919896034903

(d) Unlink social logins: App allows unlinking Facebook/Google accounts.

(e) Personal data deletion requests can also be submitted via Contact Us form https://firlona.com/contact-us

9. User Obligations

• Provide accurate information.
• Perform duties under the Contract.
• Respect regulations as a technician or customer.
• Content shared on the App cannot be used elsewhere without permission.
• You must not use Our Company Platform for any immoral or illegal or activity.
• Maintain account security and do not transfer accounts. You must also know that selling or transferring your Account's contents to a third part is also prohibited.
• Technicians cannot charge extra outside App fees unless agreed via App. If the customer agrees to reimburse any additional amount spent on equipment needed for the process, it will be the your (Technician's) sole responsibility to get the money from him. Our Company will not be a part of this aspect of the service delivery.
• App-specific: Users must not manipulate app functionality, exploit bugs, or perform unauthorized in-app actions.

10. Costs, Charges, and Payment Conditions

• Technician owes Company service fees deducted from his account.
• Charges are non-refundable/non-cancellable (except as stated). If the assigned task is enhanced or extended, the increased fee will be added to the agreed Fees.
• Customer will pay service charges online and for material he/she will be ordering the professional for use in service or buy from the shop keeper.
• Payments via credit/debit card, net banking, wallets, UPI, or cash.
• Cash upon completion payments handled directly to technician & technician himself is responsible to collect payments from customer for any services.
• For clarity, please note that the Charges are payable directly to the Service Professionals, and Firlona company acts solely as a limited collection agent on behalf of these Service Professionals to collect and transfer the amounts owed to them. firlona charge its commissions from all services
• Any additional charges asked by service provider must be informed to customer care.
• Peak-demand surcharge may apply.
• App-specific: In-app purchases or subscription plans processed securely.
• Our company will inform you of the applicable Charges, Fees, and payment methods at the time of booking. We reserve the right to modify and limit the payment methods available to you. You understand that certain payment options, such as cash upon completion, may not always be available. For clarity, if you choose to pay via ‘cash upon completion,’ you acknowledge that both Charges and Fees will be payable directly to the Service Professional.
• You acknowledge and agree that Charges and Fees in specific geographical areas may rise significantly during peak demand periods. Firlona company will make reasonable efforts to inform you of any applicable Charges and Fees. However, by using the Services, you accept responsibility for the Charges and Fees incurred under your Account, regardless of whether you are aware of them.
• Payment Processors- We may utilize a third-party payment processor (“Payment Processor”) to process payments through your chosen payment method. The processing of payments will be governed by the terms and policies of the Payment Processor, in addition to these Terms. We are not responsible for any errors made by the Payment Processor. If a payment fails, the debited amount will be refunded according to the Payment Processor’s terms.

11. Cancellation Policy

• Cancel 24 hours before appointment. After this, the request for the cancellation of an order will not be processed.
• Orders cancelled without required information may be rejected.
• In case there is no one at the given address to get the services done, and you do not respond to our attempts to connect to reschedule a visit with you, your order shall be cancelled & and minimum 20 % amount will be deducted if advance payments was received.
• Order will be cancelled if the delivery of the required equipment and supplies to the given address has invalid.
•  Customer should inform before the arrival time otherwise we charged Visiting Amount on every Cancellation. Visiting charges may apply if technician already arrived.
• If the Cancellation inform before the vender assignment in case of advanced payment we refund the full payment on same day.
• App-specific: Cancellation through App will show applicable charges.
•  You can reach out to us through email, social media, live chat, or the given contact number to request the cancellation of the order. at Firlonaofficial@gmail.com or contact us at +919896034903

12. Return Policy

• Customer is permitted to claim refund from False Service, Incomplete job, Misbehavior from service provider.
• Our partner (vendor/beautician) will be liable to return the charges if they receive in cash and the company will return the full amount to customers if received through online methods.
• Firlona Company retains the right to approve or reject a refund request. Refund claims will be reviewed by collecting details about job completion from the service provider. The outcome of the claim, along with the reason for approval or rejection, will be communicated to the customer via their registered email ID or through any contact.
• Only service charges refunded; materials excluded.
• It will be only valid for the service provided. For instance, if AC’s indoor was serviced and the problem arises in the outdoor, it will not be applicable.
• The return service amount will be transferred to the customers’ digital wallet by our company on next 6 working day. Proof of purchase required for cancellations.
• If the customer transferred the charges online, the bank will not be responsible for returning money instead it will be added to his/her digital wallet.
• To complete your return if you do not want our services, or cancel then, we require a receipt or proof of purchase after that Firlona company will refund full amount on next 6 working day.
• We return the full amount through online methods or cash if service is cancelled or not taken by customers before the service professionals assigned.

13. Delivery Policy

• Service partner arrives after confirmation of booking.

14. Your Responsibilities

• (a) You represent and warrant that all information you provide in relation to the Services is complete, accurate, and true as of the date of accepting these Terms, and shall remain so while you use the Services. If any information you provide changes during the term of these Terms, you agree to update us immediately. We are not responsible for any loss or damage you incur if the information, documentation, materials, or data provided is incorrect, incomplete, or misleading or if you fail to disclose any important details.
• (b) You agree to fully cooperate with us in defending against any legal actions arising from your breach of obligations under these Terms.
• (c) Regarding the User Content, you represent and warrant that:
• (i) You own all necessary intellectual property rights or have obtained all permissions to share User Content and grant the licenses outlined in these Terms;
• (ii) You are fully responsible for all activities on your account and for the User Content you share;
• (iii) The User Content does not violate any of your other obligations under different agreements;
• (iv) The User Content does not infringe or misappropriate any intellectual property or proprietary rights, including rights to publicity or privacy;
• (v) The User Content is free from viruses, corrupted data, or other harmful files;
• (vi) The User Content does not infringe upon third-party rights; and
• (vii) The User Content does not belong to anyone else, does not harm national security, or violate any laws or public order, nor does it contain any offensive, harmful, or objectionable material.
• (d) You shall only use the Services in the manner expressly permitted in these Terms. Without limiting this, you shall not:
• (i) Infringe upon any proprietary rights, such as copyrights, patents, trademarks, or trade secrets;
• (ii) Except as provided in these Terms, copy, distribute, modify, reproduce, or create derivative works of the Services;
• (iii) Use the Services to transmit any harmful software, viruses, or any disruptive code;
• (iv) Use any automated system or manual method to monitor or copy any part of the Services;
• (v) Engage in the systematic collection of content to create a database or directory;
• (vi) Use the Services unlawfully, fraudulently, or in a manner inconsistent with these Terms;
• (vii) Reverse engineer or decompile the Services;
• (viii) Link to or mirror any part of the Services;
• (ix) Violate applicable laws in any way.
• (e) You agree not to engage in any activity that interferes with or disrupts the Services.
• (f) You shall not attempt to access any unauthorized parts of the Services, systems, or networks by illegal means such as hacking or password mining.
• (g) You agree not to solicit, attempt to influence, or encourage a Service Professional to cease their engagement with the Platform or offer services outside the Platform. You agree this restriction is reasonable for protecting the privacy and security of Service Professionals and does not prevent you from obtaining similar services through the Platform or other means. You acknowledge that the harm to Service Professionals if this clause is not enforced outweighs any potential harm to you.

15. Term and Termination

• (a) These Terms will remain valid unless terminated in accordance with the provisions outlined here.
• (b) We may restrict, deactivate, or terminate your access to, or use of, the Services, or any part thereof, (i) immediately and at our sole discretion, (A) if you fail to comply with any of the obligations, responsibilities, or covenants under these Terms, (B) if you cease to be a user of our Services, (C) if you no longer qualify under applicable law or the standards and policies of Firlona company or its affiliates to access and use the Services, or (D) if you violate or breach the Community Guidelines, (ii) with 30 days' written notice to you, or (iii) immediately for any legitimate business, legal, or regulatory reason.
• (c) You may terminate these Terms at any time and for any reason by sending a notice to Firlona company at Firlonaofficial@gmail.com.
• (d) Upon termination of these Terms:
• (i) The Account will expire;
• (ii) The Services will be suspended;
• (iii) These Terms shall terminate, except for those provisions that are expressly or by implication intended to survive termination or expiration.

16. Disclaimers and Warranties

• Services provided “as is” without warranty or guarantee. We make no guarantee that the Services will meet your needs or expectations.
• Company not responsible for Service Professional performance or any faults or mishappening or thefts.
• While Firlona company strives to provide accurate information regarding our Services and Charges, pricing errors may occasionally occur.
• App-specific: Company not liable for app crashes, bugs, or technical failures.
• Users assume full responsibility for using App services.
• You agree and acknowledge that we are simply a Platform that connects you with Service Professionals, and we are not responsible for any obligations not explicitly stated in these Terms. We do not bear responsibility for the fulfillment of any bookings, the performance of the Services by any Service Professional, or for any acts or omissions by the Service Professionals during their provision of the Services, including any damages caused to property. By booking Services through the Platform, you are entering into a contract with the relevant Service Provider for those services, and we do not accept responsibility or liability, nor do we offer any warranty, representation, or guarantee regarding the Service Professional’s performance under that contract.
• (e) You agree and acknowledge that obtaining services directly from any Service Professional is solely at your own risk, and in such cases, You hereby assume full responsibility for any consequences arising from your use of the Services and expressly agree that we shall have no liability in this regard
• Firlona company will maintain a complaints management framework and manage it in a reasonable manner on behalf of Service Professionals in accordance with applicable legal requirements.
• To the fullest extent permitted by law, we, our affiliates, and related parties disclaim all liability for any loss or damage arising out of or related to Your use of, inability to use, or availability or unavailability of the Services. Any defects, interruptions, or delays in the operation or transmission of information to, from, or through the Services, communication failures, theft, destruction, or unauthorized access to our records, programs, services, servers, or infrastructure related to the Services.
• The failure of the Services to remain operational for any length of time. The loss of User Content and other data in connection with your use of the Services.
• In no event shall Firlona company, its officers, directors, employees, contractors, agents, licensors, partners, or suppliers be liable to you for any direct, special, indirect, incidental, consequential, punitive, reliance, or exemplary damages (including, without limitation, lost business opportunities, lost revenue, loss of anticipated profits, or any other pecuniary or non-pecuniary loss or damage), even if Firlona company or an authorized representative had been advised of the possibility of such damages, arising from (A) these Terms, (B) the Services or the Pro Services, (C) your use or inability to use the Services or Pro Services, or (D) any other interactions with another user of the Services.
• Nothing in these Terms shall exclude or limit any warranty implied by law that it would be unlawful to exclude or limit.

17. Indemnity

• Users indemnify Company, affiliates, officers, and agents from claims arising from use of App or Services.

18. Jurisdiction, Governing Laws, and Dispute Resolution

• Governed by laws of India. These Terms shall be governed by, interpreted, and enforced in accordance with the laws of India. Subject to the other provisions in this section, the courts in New Delhi shall have exclusive jurisdiction over any matters arising from these Terms or the use of the Services.
• Any disputes, disagreements, conflicts, or issues arising from these Terms shall be resolved through arbitration under the Arbitration and Conciliation Act, 1996, as amended from time to time, which is incorporated by reference in this clause. The arbitration tribunal shall consist of a single arbitrator appointed by Firlona company. The arbitration will be conducted in English. The parties involved in the arbitration agree to maintain confidentiality and not disclose any information, except to those on a need-to-know basis or legal advisors, unless required by law. The decision of the arbitrator will be final and binding on all parties. Each party shall bear its own costs in relation to the dispute.
• App-specific: Arbitration applies to in-app transactions and disputes.

19. Miscellaneous Provisions

• (a) Changes to Terms: These Terms may be updated or revised by us at any time, and all changes will take effect as soon as they are posted on the Platform or App. It is your responsibility to review these Terms regularly for any updates. If you continue to use the Platform after the changes are posted, you will be considered to have accepted the updated Terms.
• (b) Modification to the Services: We reserve the right to add, modify, or suspend the Services, either temporarily or permanently, with or without cause, at any time. We will not be held liable for any additions, modifications, suspensions, or discontinuations of the Services.
• (c) Severability: If any provision of these Terms is found to be unlawful or unenforceable by a court or other competent authority, the remaining provisions will still be valid. If an unenforceable provision could be made enforceable by removing part of it, that part will be considered removed, and the rest of the provision will stay in effect (unless this conflicts with the intention of the clause, in which case the entire provision will be removed).
• (d) Assignment: You may not transfer, sell, assign, or license your rights, obligations, or Account under these Terms without our prior written consent. We can provide or deny this consent at our discretion. We may assign our rights to any of our affiliates, subsidiaries, parent companies, successors, or third parties without notifying you in advance.
• (e) Notices: Any notices, requests, or communications to us under these Terms should be sent to Firlonaofficial@gmail.com
• (f) Third-Party Rights: No third party will have the right to enforce any part of these Terms.
• (g) Force Majeure: We will not be liable for any failure or delay in performing our obligations if it is caused by circumstances beyond our reasonable control, such as strikes, utility failures, acts of God, war, riots, civil unrest, malicious damage, or compliance with laws or government orders.

20. Procedure to Avail Our Services

1. Open App and log in.
2. Choose subscription plan.
3. Enter payment method.
4. Schedule visit.
5. Subscription successfully completed.

21. Maintenance Inspection(s)

• Inspect property structure, components, and systems.
• Includes walls, ceilings, plumbing, and electrical systems.

22. Equipment Requirement

The Maintenance Company technicians bring their tools, equipment, and supplies when they receive a call or a booking request. however, if something needs to be replaced, such as wiring, a light bulb, filters, and valves you will be paying for it out of your pocket.

23. Non-Covered Repair

The company’s inspection and fixing offers are mentioned in packages. The Company shall not cover the replacement/installation of parts that are subject to natural wear and tear. Additional services, if required, shall be charged separately based on the time and material. The company only provides daywork service from 9 a.m. to 6 p.m. However, in addition to the contract cost, extra charges should be paid for emergency late-night bookings.

24. Liability of Losses

·       During the visit by Our Company’s Experts, the property owner or any of his/her representatives should be present. Under the supervision of this representative, all work should be completed.

·       If it is found that the owner's property has been damaged, mishandled, or stolen, Our Company and its partners shall conduct a detailed investigation. If no proof can be found during this investigation that could be traced to the company's representative at work, the company will not be held liable. The property owners are urged to be present at the time-of-service delivery and safeguard their important assets and belongings while the representative is on the site.

25. Material Charges & Visiting Charges

1. Material charges are additional. Customer can either purchase the material directly or request the service partner to procure it. Time for material procurement will be charged in the final bill.
2. If the user decides not to proceed with the service delivery or reschedules the service after partner arrives at the user premises, Visiting Charges will be charged as inspection charges
3. An additional will be added to the service charges for service delivery between 08:00 PM and 08:00 AM.
4. Our service partner will help you with a quotation in case of long hour work schedules. Please confirm the quotation before initiating work to avoid any conflict on service completion. In case you do not want to continue service, we may charge inspection fees.

26. (Reserved for App-specific notes)

• In-App features: Booking history, push notifications, subscription management, digital wallet, in-app chat with service provider.

27. Customer Interactions

(1) Customer conduct refers to the behavior and actions expected from you while using our services, ensuring respect, fairness, and compliance with our guidelines.

(2) Please Treat Service Professionals with respect and provide a safe, clean, and suitable place for them to work. They may refuse service if the location is unsafe or if you behave inappropriately. We may limit your access to services if you are disrespectful, abusive, or act unlawfully.

(3) Discrimination against Service Professionals is prohibited, including based on race, religion, caste, nationality, disability, sexual orientation, gender, marital status, age, or other protected traits. Refusing services for these reasons is not allowed.

(4) You are responsible for any discrimination against Service Professionals or failure to provide a safe, clean, and suitable location for their work. You must also share any information that could affect their ability to work or their health, safety, or well-being. 

28. Cache

• App may cache data to improve performance.
• Temporary cache storage; third parties cannot access it except technical support.

29. Service Providers’ Liability

• The professionals delivering services through Firlona are independent contractors and not employees of Firlona.
• Firlona does not assume responsibility for the actions, quality, or outcomes of the services rendered. Any disputes regarding the services should be addressed directly with the service provider.
• Identity verification maintained: Firlona maintains identity proof for all registered service professionals on our platform. Upon request and under appropriate circumstances, Firlona may provide the identity proof of the assigned professional to the customer.
• Booking and Payment: Payments via App are secure trusted third-party payment gateways; offline payments handled separately.
• Firlona takes a commission for facilitating connections between customers and service professionals.
• App-specific: Firlona not responsible for delays, app downtime, or misuse of App.
• Firlona is not liable for any discrepancies, disputes, or losses arising from offline payments made directly to service providers.
• Scope of Services: While Firlona makes every effort to ensure accurate service listings and professional availability, unforeseen circumstances may occasionally lead to delays, cancellations, or the rescheduling of appointments. Firlona does not guarantee uninterrupted service or availability of specific professionals.
• No-Responsibility of service provider: The use of the Firlona App and services is at the user’s own risk. Firlona is not responsible for any damages, losses, or injuries resulting from the use of our platform, interactions with service professionals, or services rendered. Customers are advised to exercise due caution and judgment when booking services or interacting with professionals.
• Indemnification: By using Firlona’s platform, customers agree to indemnify and hold Firlona harmless from any claims, damages, or liabilities arising from interactions or transactions with service providers.
• Force Majeure: Firlona shall not be held responsible for any failure or delay in services due to causes beyond our reasonable control, including natural disasters, technical issues, or government restrictions.

30. Contact Information

• Email: Firlonaofficial@gmail.com
• Phone: +91 98960 34903
• App-specific: Users can contact support through in-app help or chat feature.