Terms and Conditions

1. About the Platform
Sahadakshya Sewa is a digital operations-and-maintenance platform for rural water infrastructure. It enables community members to report water-supply complaints (via WhatsApp), enables field Technicians and Supervisors to receive, inspect, estimate, and resolve those complaints (via a mobile application), and enables Administrators to oversee inventory, dispatch, and service-level performance (via a web dashboard). The Platform may be deployed in coordination with local Gram Panchayats, Village Water and Sanitation Committees (VWSC), and authorised implementation/field partners.

2. Scope of Operations
Madhya Pradesh Only The Platform and all Services described in these Terms are currently offered and operated exclusively within the State of Madhya Pradesh, India. We do not currently register users, dispatch technicians, or guarantee service availability outside Madhya Pradesh. Access to the Platform from outside Madhya Pradesh (or outside India) does not constitute an offer, solicitation, or guarantee of Services in that location, and we accept no responsibility for use of the Platform in a manner that violates any local law applicable to you.

3. Definitions
“Complaint” / “Service Request” — a report of a water-infrastructure issue submitted by a Customer, prior to assignment of a Work Order ID.

“Work Order” — a Complaint that has been logged and assigned a unique ID (format WO-YYYY-NNN N ) for tracking through resolution.

“Customer” — a resident, Panchayat/Sarpanch representative, or other community member who submits a Complaint via WhatsApp.

“Technician” — a field service provider registered on the Platform to inspect, estimate, and resolve Work Orders.

“Supervisor” — a Technician-tier user with additional oversight responsibilities over a defined cluster of villages, including the ability to manage Technicians assigned to that cluster.

“Administrator” — Company or partner personnel with dashboard-level access to manage geography, inventory, technicians, and reporting.

“SLA” — the internal Service Level Agreement time window the Platform targets for resolution of a given issue type; it is an operational target, not a contractual guarantee (see Section 8).

4. Eligibility & Registration
(a) Customers interact with the Platform through WhatsApp and are identified by their registered mobile number. By messaging the Platform’s WhatsApp number, you consent to receive service-related messages from us, subject to WhatsApp’s own terms and the 24-hour customer-initiated messaging window applicable to non-template messages.

(b) Technicians and Supervisors are onboarded by an Administrator or Supervisor and must be at least 18 years of age. Access is granted via mobile-number-based login; you are responsible for keeping your registered device and login credentials secure.

(c) We reserve the right to verify, suspend, or decline registration of any User at our discretion, including where information provided is inaccurate or where a phone number is already associated with a different role on the Platform.

5. OTP Verification
Certain workflows (technician arrival at site, confirmation of completed work) are verified using a One Time Password (“OTP”) shared between the Customer and the Technician. You agree not to share your OTP with anyone other than the Technician/Customer directly involved in your active Work Order, and you acknowledge that sharing an OTP with an unauthorised party may result in incorrect confirmation of a site visit or job completion for which the Company is not liable.

6. Service Requests, Estimates & SLA
(a) Complaints are logged, assigned to a Technician, inspected, and — where applicable — accompanied by a cost estimate for materials and labour prior to work commencing. Estimates may be revised by a Supervisor following Customer rejection.

(b) SLA windows and escalation tiers (village → cluster → block) are internal operational targets used to prioritise and escalate work. They do not constitute a binding service guarantee, and delays may occur due to factors outside our control, including weather, terrain, material availability, or force majeure events described in Section 15.

(c) The Platform facilitates connection between Customers and Technicians for water-infrastructure maintenance; it does not itself perform physical repair work.

7. Technician & Supervisor Conduct
Technicians and Supervisors agree to:
(a) Attend assigned Work Orders in good faith and within a reasonable time of acceptance;

(b) Provide accurate estimates, honestly record materials/labour used, and upload genuine photographic evidence of inspection and completion;

(c) Treat Customers, their property, and fellow field staff with courtesy and professionalism;

(d) Not solicit off-platform payment arrangements that circumvent recorded estimates/invoices without Supervisor or Administrator approval.Failure to meet these obligations may result in suspension or removal from the Platform (see Section 12).

8. Fees & Payments
(a) Where a Work Order involves chargeable materials or labour, an estimate is presented to the Customer for approval before work proceeds and an invoice is recorded on completion.

(b) Payment may currently be collected by the Technician directly from the Customer in cash or via UPI at the time of service; the Platform does not, at present, process card payments or hold Customer funds in escrow. We reserve the right to introduce integrated online payment processing (e.g. UPI, payment gateway) in the future, at which point these Terms will be updated and any applicable payment-processor terms will apply.

(c) All amounts are quoted in Indian Rupees (₹). Disputes regarding an estimate or invoice should be raised through the in-app rejection/feedback flow or the Customer support contact in Section 17.

9. User-Submitted Content
Photos, complaint descriptions, inspection notes, and other content you submit through the Platform (“User Content”) remain associated with your Work Order for record-keeping and quality/audit purposes. By submitting User Content you confirm it is accurate to your knowledge and grant the Company a non-exclusive, royalty-free licence to store, process, and display it within the Platform for the purpose of delivering and improving the Services, as further described in our Privacy Policy.

10. Prohibited Uses
You agree not to:
(a) Submit false, fraudulent, or duplicate Complaints, estimates, or invoices;

(b)Attempt to access accounts, Work Orders, or dashboard data that do not belong to you or fall outside your assigned role/cluster;

(c) Reverse-engineer, scrape, or interfere with the Platform’s normal operation, including its APIs;

(d) Use the Platform to transmit unlawful, abusive, or harassing content to other Users.We reserve the right to suspend or terminate access for any User found in breach of this Section.

11. Intellectual Property
The Platform’s software, design, branding, and underlying systems are the property of the Company (or its licensors) and are protected under applicable Indian intellectual-property law. Nothing in these Terms transfers ownership of any such property to you. You retain ownership of your own User Content, subject to the licence granted in Section 9.

12. Suspension & Termination
We may suspend or terminate a User’s access to the Platform, with or without notice, where we reasonably believe there has been a breach of these Terms, fraudulent activity, misuse of Customer/Technician data, or a risk to the safety or integrity of the Service. Termination of a Technician’s or Supervisor’s access does not affect the record of previously completed Work Orders, which is retained in accordance with our Privacy Policy.

13. Third-Party Services
The Platform relies on third-party infrastructure to operate, including but not limited to WhatsApp/Meta Cloud API for customer messaging, and cloud hosting and storage providers for application data and photo storage. Your use of WhatsApp to interact with the Platform is additionally subject to WhatsApp’s own terms of service and privacy policy, over which we have no control.

14. Service Availability
The Platform is provided on an “as available” basis. We do not guarantee uninterrupted or error-free operation, particularly given variable network connectivity in rural deployment areas. The Technician application is designed to tolerate intermittent connectivity by showing last-known data, but this does not guarantee data will always be current.

15. Limitation of Liability & Force Majeure
To the maximum extent permitted by applicable law:
(a) The Company shall not be liable for indirect, incidental, or consequential loss arising from use of, or inability to use, the Platform, including delays in complaint resolution.(b) The Company is not liable for the quality of physical repair work performed by a Technician beyond facilitating the connection, estimate, and record-keeping process; however, we will use the grievance mechanism in Section 17 to investigate and, where appropriate, take corrective action against a Technician.(c) Neither party is liable for delay or failure to perform caused by events beyond reasonable control, including natural disasters, government action, internet/telecom outages, or third-party service outages (e.g. WhatsApp/Meta, cloud hosting).

16. Indemnification
You agree to indemnify and hold harmless the Company, its officers, employees, and field partners from any claim, loss, or liability arising out of your breach of these Terms or misuse of the Platform.

17. Grievance Redressal
In accordance with the Information Technology Act, 2000 and rules made thereunder, grievances relating to the Platform generally (service quality, disputes, conduct) may be addressed to our Grievance Officer:

Grievance Officer: [Name Placeholder]
Email: sahdakshyallp@gmail.com
Phone: (+91) 9425301858
Address: D5/604 HIG, RUDRAKSH PARK PHASE-2, BAWADIYA KALAN, BHOPAL, MADHYA PRADESH – 462039, INDIA

We will endeavour to acknowledge grievances within [X] days and resolve them within [X] days of receipt. Grievances specifically about how your personal data is collected, used, or shared — including rights available to you under the Digital Personal Data Protection Act, 2023 — are handled under our Privacy Policy, which also describes escalation to the Data Protection Board of India where applicable.

18. Changes to These Terms
We may update these Terms from time to time to reflect changes in the Platform, our operations, or applicable law. Material changes will be notified through the Platform where practicable. Continued use of the Platform after an update constitutes acceptance of the revised Terms.

19. Governing Law & Jurisdiction
These Terms are governed by the laws of India. Subject to applicable law, the courts at Bhopal, Madhya Pradesh shall have exclusive jurisdiction over any dispute arising out of or in connection with these Terms or the Platform.

20. Contact UsSAHDAKSHYA
D5/604 HIG, RUDRAKSH PARK PHASE-2, BAWADIYA KALAN, BHOPAL, MADHYA PRADESH – 462039, INDIA
Email: sahdakshyallp@gmail.com | Phone: (+91) 9425301858