Terms of Service

Last Updated: November 22, 2025

Version: 1.2

Welcome to Mistri Home Service. By downloading, installing, or using the Mistri mobile application ("App") or website, you agree to be bound by these Terms of Service ("Terms"). These Terms constitute a legally binding agreement between you ("User") and Mistri Home Service ("we," "us," or "Platform").

1. Definitions

  • "User" refers to any individual who uses the Platform to request services.
  • "Service Professional" or "Mistri" refers to independent contractors (plumbers, electricians, etc.) registered on the Platform to provide services.
  • "Services" refers to the home repair and maintenance tasks facilitated through the Platform.

2. Eligibility and Account Registration

To use our Services, you must be at least 18 years old and capable of forming a binding contract under the laws of Nepal. You agree to:

  • Provide accurate, current, and complete information during registration.
  • Verify your mobile number using the OTP mechanism provided (via Sparrow SMS).
  • Maintain the confidentiality of your account credentials. You are responsible for all activities that occur under your account.

3. Nature of the Platform

Mistri Home Service operates as a technology aggregator and marketplace connecting Users with independent Service Professionals. We do not directly employ the Service Professionals. They are independent contractors operating under their own responsibility. While we vet professionals for identity and basic skills, the Platform acts solely as a facilitator for the transaction.

4. User Obligations and Conduct

As a User, you agree to:

  • Provide a safe and appropriate working environment for the Service Professional.
  • Treat Service Professionals with respect and dignity. Harassment, abuse, or discrimination will result in immediate account termination and potential legal action.
  • Provide accurate details about the problem to ensure the correct professional is dispatched.
  • Ensure that a person of legal age (18+) is present at the premises during the service delivery.

5. Service Requests and Cancellations

  • Booking: A booking is confirmed only when a Service Professional accepts your request via the App.
  • Cancellation by User: You may cancel a request without penalty before the professional is dispatched. Cancellations made after the professional has arrived may incur a "Visitation Fee" to compensate for their travel time.
  • Cancellation by Mistri: We reserve the right to cancel bookings due to unavailability, force majeure, or safety concerns.

6. Fees and Payments

  • Standard Rates: Services are charged based on a standardized rate card approved by our internal Home Service Facilitation Unit. The estimated cost will be shown where possible, but final costs may vary based on materials used and actual work duration.
  • Payment Methods: Payments must be made immediately upon service completion via Cash or supported digital wallets.
  • Material Costs: The cost of spare parts or materials (e.g., pipes, wires, switches) is not included in the service fee and must be paid directly to the professional or purchased by the User.

7. Limitation of Liability

To the fullest extent permitted by Nepali law:

  • Quality of Work: While we strive for excellence, we are not directly liable for the quality of workmanship provided by independent professionals. However, we facilitate a dispute resolution process and may offer re-service guarantees in valid cases.
  • Damages: We are not liable for any indirect, incidental, or consequential damages, including loss of property or injury, resulting from the actions of the Service Professional, except where gross negligence by the Platform is proven.
  • Theft/Misconduct: We conduct background checks, but we strongly advise Users to secure valuables during service visits.

8. Dispute Resolution

Any disputes arising from these Terms or the Services shall first be attempted to be resolved amicably through our Customer Support. If mediation fails, the dispute shall be resolved in accordance with the laws of Nepal, within the jurisdiction of the District Court of Jhapa.

9. Modifications to Terms

We reserve the right to modify these Terms at any time. Updated terms will be posted on the App and Website. Continued use of the Platform following such changes constitutes your acceptance of the new Terms.

10. Contact Information

For questions regarding these Terms, please contact:

Mistri Home Service
Phone: 9815065520
Email: [email protected]