Terms & Conditions

1. Who these Terms apply to

Vayil operates a two-sided marketplace connecting Customers seeking home renovation and repair services with independent Vendors (electricians, contractors, interior designers, tile and flooring specialists, painters, fabricators, and other trades) who offer those services. These Terms apply to both Customers and Vendors, with role-specific obligations set out in Sections 4 and 5.

You must be at least 18 years old and capable of entering into a binding contract under Indian law to create an account on Vayil.

2. What Vayil is — and is not

Vayil is a technology platform that facilitates discovery, quoting, milestone-based payment collection, and project documentation between Customers and independent Vendors. Vayil is not a construction company, contractor, or employer of Vendors. Vendors listed on the Platform are independent, verified third parties who contract directly with Customers for the services they offer.

Vayil does not itself perform renovation, repair, or construction work, and is not a party to the service agreement formed between a Customer and a Vendor when a quote is accepted. Vayil's role is to provide the platform, structured quoting tools, escrow-style milestone payment infrastructure, and dispute-support process described in these Terms.

3. Account registration and verification

You are responsible for providing accurate registration information (name, mobile number, and — for Vendors — business details) and for keeping your login credentials confidential. Vayil uses OTP-based mobile verification to authenticate sign-in; you are responsible for all activity that occurs under your verified mobile number.

Vendors undergo a KYC (Know Your Customer) verification process, which may include identity documents, business registration details, and address proof, before their profile becomes visible in Customer search results. Vayil may suspend or reject a Vendor profile at its discretion if verification cannot be completed or if submitted information is found to be false or misleading.

4. Enquiries, quotes, and the service agreement

Customers submit enquiries describing a project. Vendors may respond with a structured quote covering scope of work, materials, timeline, and a milestone-based payment schedule. A binding service agreement is formed directly between the Customer and the Vendor when the Customer accepts a quote — Vayil is not a party to that agreement, but the accepted quote and its milestone schedule govern how payments release through the Platform.

Customers are responsible for reviewing quoted scope, materials, and pricing carefully before acceptance. Vendors are responsible for the accuracy of the quotes they submit and for performing the work described in accordance with applicable law, safety standards, and good workmanship practice.

5. Milestone payments and escrow-style protection

Payments for accepted quotes are processed through Vayil's payment partner, Razorpay, and licensed banking rails. When a Customer accepts a quote, the total project amount is authorised and held by the payment system against the agreed milestone schedule — it is not paid to the Vendor upfront.

As each milestone is completed, the Vendor submits it for approval (typically with photographs and notes) through the Vendor app. Payment for that milestone releases to the Vendor only after the Customer approves it in the Customer app or web account. If a Customer does not act on a submitted milestone within the period stated in-app, Vayil may apply a default resolution process described in Section 8.

Vayil charges a platform/service fee on completed transactions, disclosed to Vendors at onboarding and reflected in the payout breakdown shown in the Vendor app. Payment gateway charges levied by Razorpay or the Customer's bank are separate and are not controlled by Vayil.

6. Cancellations and refunds

A Customer may cancel an enquiry before a quote is accepted at no cost. Once a quote is accepted and a milestone payment has been authorised, cancellation is governed by the specific milestone stage:

• Milestones not yet started: the authorised amount for that milestone is eligible for a full refund, requested through the app.
• Milestones in progress: the Customer and Vendor should agree on work completed to date; Vayil will release payment proportionate to documented, approved progress and refund the remainder.
• Milestones already approved and released: amounts already paid to a Vendor for approved, completed work are not refundable through the Platform, without prejudice to any claim the Customer may separately have against the Vendor for defective work.

7. Vendor obligations

Vendors agree to hold all licences, registrations, and insurance required by applicable law to perform the services they list; to quote accurately and disclose material exclusions; to complete accepted work with reasonable skill and care; and to maintain their own tools, materials, and subcontracted labour arrangements.

Vendors are solely responsible for statutory compliance relating to their business, including but not limited to GST registration and filing, labour law compliance for any workers they engage, and safety obligations at the project site. Nothing in these Terms creates an employment, agency, partnership, or joint-venture relationship between Vayil and any Vendor.

8. Disputes between Customers and Vendors

If a Customer disputes the quality or completeness of a submitted milestone, they may flag it in-app with a description of the issue instead of approving it. This pauses release of payment for that milestone and notifies the Vendor to remedy the flagged item and resubmit.

If a Customer and Vendor cannot resolve a flagged milestone directly, either party may request Vayil's support team to review the submission, photographic evidence, and quote scope, and propose a resolution. Vayil's decision under this process relates only to the release of funds already held on the Platform and does not limit either party's right to pursue other legal remedies.

9. Prohibited conduct

You agree not to:

• Circumvent the Platform to arrange payment for a Vayil-sourced project outside the Platform's milestone system, with intent to avoid platform fees or payment protection;
• Submit false, misleading, or fraudulent information in a profile, quote, or milestone submission;
• Use the Platform to harass, discriminate against, or threaten another user (see our Anti-Discrimination Policy);
• Attempt to interfere with, reverse-engineer, or gain unauthorised access to the Platform or other users' accounts.

10. Limitation of liability

To the maximum extent permitted by Indian law, Vayil's aggregate liability arising out of or relating to the Platform is limited to the platform fees actually collected by Vayil in connection with the specific transaction giving rise to the claim. Vayil is not liable for the acts, omissions, workmanship, or representations of any Vendor, who remains solely responsible for the services they perform.

Nothing in these Terms limits liability that cannot lawfully be limited or excluded under applicable Indian consumer protection law.

11. Termination and suspension

Vayil may suspend or terminate any account that breaches these Terms, provides false verification information, or engages in conduct prohibited under Section 9, with or without prior notice where reasonably necessary to protect other users or the integrity of the Platform.

12. Governing law and jurisdiction

These Terms are governed by the laws of India. Subject to applicable consumer-protection forums, the courts at Coimbatore, Tamil Nadu shall have exclusive jurisdiction over any dispute arising out of or relating to these Terms or the Platform.

13. Changes to these Terms

Vayil may update these Terms from time to time to reflect changes to the Platform, applicable law, or our operations. Material changes will be notified in-app or by the contact details on your account before they take effect. Continued use of the Platform after an update constitutes acceptance of the revised Terms.

14. Contact

Questions about these Terms can be sent to info@vayil.in or by post to Vayil Technologies Pvt. Ltd., 474, Cross Cut Road, Coimbatore, Tamil Nadu 641012, India.