Terms & Conditions

Last updated 3 August 2026

These Terms govern your use of the Jello application and website, operated by Orion Matrix Private Limited (“Jello”, “we”, “us”). By creating an account or booking a service, you agree to them. If you do not agree, do not use the Platform.

1. What Jello is

Jello is a technology platform that connects you with independent service professionals who provide household services. We facilitate discovery, booking, scheduling and payment. The services themselves are performed by the professional. We take responsibility for verifying and training professionals on the Platform and for handling complaints, as set out below.

2. Eligibility and your account

• You must be at least 18 and able to enter a binding contract under Indian law.
• You register with a mobile number verified by OTP. Keep access to that number and device secure; activity from your account is treated as yours.
• Give accurate address and contact details. We cannot serve an address we cannot find.
• One account per person. We may suspend duplicate or fraudulent accounts.

3. Bookings

• A booking is confirmed only when the app shows it as confirmed, not when you submit it.
• Availability of instant bookings depends on a professional being free in your area at that moment.
• The price shown at checkout is the price for the scope shown. Work materially beyond that scope may need a new booking.
• A visit starts when you share the start code with the professional at your door. Do not share it before they arrive.
• We may reassign a professional if the assigned one becomes unavailable, and will tell you when that happens.

4. Your responsibilities as a customer

• Provide safe, lawful access to the premises, along with water, electricity and any cleaning liquids the service requires.
• Secure valuables, cash and jewellery before a visit.
• Treat the professional with respect. Harassment, discrimination, unsafe conditions, or demands outside the booked scope will end the visit and may end your account.
• Do not ask a professional to work off-platform, and do not attempt to hire them directly. Doing so removes every protection this Platform provides to both of you.
• Do not ask for anything unlawful, or for work that requires a licensed trade we have not offered.

5. Pricing and payment

• Prices are shown in Indian Rupees and include applicable taxes unless stated otherwise.
• Payment is collected through our payment gateway. We do not store your card or UPI credentials.
• Where pay-after-service is offered, payment is due immediately on completion.
• We may change prices at any time. A confirmed booking is charged at the price shown when you confirmed it.
• Promotional credits have no cash value and expire as stated when issued.

6. Cancellations and refunds

Cancellation windows, charges and refunds are set out in our Refund & Cancellation Policy, which forms part of these Terms.

7. Ratings and reviews

You may rate and review a completed visit. Reviews must be your honest experience of that visit. We may remove content that is abusive, discriminatory, defamatory, unrelated to the service, or that reveals someone’s personal information. You grant us a licence to display your review on the Platform in connection with the service.

8. Complaints and service quality

If a visit does not meet a reasonable standard, raise it through in-app support within [48] hours. We will investigate and may arrange a return visit, assign a different professional, or issue a partial or full refund where that is the fair outcome.

Claims of loss or damage must be reported within [24] hours of the visit, with reasonable evidence. We will investigate and respond within [7] working days. [Confirm this clause against your insurance cover before publishing.]

9. Relationship with professionals

Service professionals are independent contractors engaged through the Platform, not our employees, and nothing here creates an employment relationship between you and them or between you and us. [This clause must match how you actually engage professionals — confirm with counsel, as misclassification carries statutory consequences in India.]

10. Acceptable use

• Do not misuse the Platform, interfere with it, or attempt to access it by any means other than the interfaces we provide.
• Do not scrape, copy or reverse-engineer any part of the Platform.
• Do not impersonate anyone or submit false booking or identity information.

11. Intellectual property

The Jello name, logo, application, website and all associated content belong to Orion Matrix Private Limited. You get a limited, revocable, non-transferable licence to use the Platform for personal, non-commercial purposes. Nothing else is granted.

12. Suspension and termination

You may close your account at any time. We may suspend or terminate an account that breaches these Terms, poses a safety risk to a professional or another user, or is involved in fraud. Amounts already due remain payable.

13. Liability

To the maximum extent permitted by law, our aggregate liability arising out of or in connection with the Platform or any single booking is limited to [the value of the booking concerned / an amount to be set with counsel]. We are not liable for indirect or consequential loss. Nothing in these Terms excludes liability that cannot lawfully be excluded, including for death or personal injury caused by negligence, or for fraud.

14. Force majeure

We are not liable for failure to perform caused by events beyond reasonable control, including natural events, civil disruption, utility or network failure, or government action.

15. Changes to these Terms

We may update these Terms. The updated version is posted here with a new date, and we notify you in the app when changes are material. Continuing to use the Platform after that means you accept them.

16. Governing law and disputes

These Terms are governed by the laws of India. Courts at [city], [state] have exclusive jurisdiction. [Confirm the venue with counsel and align it with your registered office.]

17. Contact

Orion Matrix Private Limited
[Registered office address], Faridabad, Haryana 121001, India
help@jello.example · +91 [phone number]