1. Vendor Onboarding Policy

• All vendors must complete KYC verification (Aadhar, PAN, bank details, and address proof).
• Only verified vendors are allowed to receive bookings.
• Vendors must submit business/service category documentation (e.g., license or portfolio for interior design, electrical, carpentry, etc.).

2. Service Quality Standards

• All services must be delivered professionally, on time, and as per customer expectations.
• Work must comply with applicable local laws, safety standards, and building codes.
• Vendors must use quality materials as committed or approved by the customer.
• No shortcuts or cost-cutting that affects quality are allowed.

3. Booking & Scheduling Policy

• Vendors must accept/reject bookings within 30 minutes of notification.
• Delays or no-shows without proper notice may lead to temporary suspension.
• Multiple cancellations within 7 days will result in reduced visibility or account suspension.

4. Pricing & Quotation Policy

• Final pricing must be discussed transparently before beginning the job.
• Hidden charges, last-minute price hikes, or undercutting competitors are strictly prohibited.
• Once the quotation is agreed, vendors must honor the rate unless the scope of work changes.

5. Punctuality & Communication Policy

• Vendors must arrive on time for each project or update customers in case of delay.
• Clear, polite, and honest communication is expected at all times.
• Rude or abusive language will result in an immediate ban from the platform.

6. Safety & Compliance Policy

• Vendors must follow all relevant safety precautions on job sites.
• Use of proper tools, safety gear, and safe working practices is mandatory.
• Any injury, damage, or incident must be reported immediately to ITG HOMES LLP.

7. Material Handling Policy

• Vendors must inform customers in advance about required materials or request the company to supply them.
• All leftover materials should be returned to the client (unless agreed otherwise).
• Misuse or theft of materials will result in permanent suspension and legal action.

8. Customer Feedback & Ratings Policy

• Customer ratings and reviews will affect your visibility and bookings.
• A vendor must maintain an average rating of 3.5 stars or above to stay active on the platform.
• Negative reviews must be addressed respectfully and professionally.

9. Warranty & Rework Policy

• Vendors must offer a minimum 15-day service warranty (or as per project agreement).
• If work is defective or incomplete, rework must be done free of charge.
• Repeated quality complaints will lead to blacklisting.

10. Payment & Payout Policy

• ITG HOMES LLP will release payments after confirmation of service completion by the client.
• Vendors must provide invoices if requested.
• Deductions (e.g., for complaints, platform fees) will be notified in writing.
• Payout cycles are weekly or bi-weekly, depending on your plan.

11. Platform Usage Policy

• Vendors must use the official app to update job status, respond to bookings, and upload job proofs.
• Sharing contact information to bypass the platform is strictly prohibited.
• All communication regarding jobs must go through the app unless escalated.

12. Fraud & Misconduct Policy

Strictly prohibited activities include:

• Taking payment outside the platform
• Lying about service delivery or faking job completion
• Offering services not listed on your profile
• Misrepresentation or impersonation

Any fraudulent activity will result in immediate account termination and possible legal action.

13. Exit & Deactivation Policy

• A vendor may request voluntary deactivation at any time.
• The platform may deactivate a vendor without notice for major policy violations.
• Inactive accounts for over 60 days may be paused automatically.

14. Dispute Resolution Policy

• All service or payment-related disputes will be reviewed by ITG HOMES LLP’s dispute resolution team.
• Both vendor and customer will be asked to provide evidence.
• Final decision rests with the company and must be respected by both parties.

15. Contact & Support

ITG HOMES LLP
HIG-H-79, KPHB Colony 5th Phase, Kukatpally, Hyderabad, Telangana – 500072
Email: support@itghomes.com