Dispute & Merchant Agreements
Last Updated: June 2026 • Version 1.2
This agreement governs the dispute resolution pipeline, platform commission ledgers, and bank settlement structures between SevaA2Z customers, service merchants, and SevaA2Z Inc.
1. Right to Initiate Disputes
Service bookings represent binding merchant agreements. Customers can file a dispute ticket directly inside the application orders list screen within 48 hours of service completion for reasons including: (a) Provider missed visits (no-shows); (b) Poor quality of sweeps, cleans, or repairs; (c) Check-in/check-out time discrepancies; (d) Unreported damage to property.
2. CRM Investigation & Arbitration
Once a dispute is raised, our system automatically pauses escrow settlements and assigns a Customer Relationship Manager (CRM). The CRM reviews details including geocoded check-in logs, chat transcripts, order pictures, and conducts interviews with both parties. Arbitration decisions are completed within 3 business days and are binding on both parties.
3. Refund and Penalty Grid
Based on CRM dispute investigation results: (a) If a provider is found at fault, the service fee is refunded to the customer's wallet ledger, and the provider receives a rating deduction; (b) If the customer files a false dispute to avoid payment, the dispute is dismissed and the escrow is released to the provider. Fraudulent users face immediate database ban.
4. Merchant Sandbox & Fees
To list service packages, providers must configure their dashboard profile and pay a one-time sandbox activation fee of ₹49. This fee supports the Razorpay KYC API integration and initializes database storage partitions. SevaA2Z works on a pure commission model (20-25% per successful job). We do not collect fixed recurring fees.
5. Payout settlements & Escrow
Escrows protect both clients and providers. Customer funds are held securely until the task is successfully marked complete. Approved funds are instantly dispatched to the provider's wallet. Providers can request instant transfers to their linked Aadhaar-verified bank accounts 24/7. Transactions are subject to Razorpay payout speeds.
6. Escalation Helplines
For unresolved CRM rulings or emergency claims, merchants can escalate issues to our corporate legal desk by phone or email. We verify records against system audit logs to ensure fair resolution.