Terms and Conditions

1. Introduction / Acceptance of Terms

These Terms and Conditions ("Terms") constitute a legally binding agreement between Naipunya AI Labs Private Limited ("ExtraHand", "Company", "we", "us", or "our"), a company incorporated under the Companies Act, 2013, with its registered office at 1-98/G/38, Plot 37 & 38, Serenity Square, Jain Rock Garden, Madhapur, Hyderabad, Telangana – 500081, and you, the individual or entity accessing or using the ExtraHand platform ("you", "your", or "User").

By accessing or using the ExtraHand website (https://extrahand.in), mobile application, or any associated services (collectively, the "Platform"), you acknowledge that you have read, understood, and agree to be bound by these Terms. If you do not agree to these Terms, you must immediately discontinue use of the Platform.

ExtraHand is a technology-driven marketplace platform operated by Naipunya AI Labs Private Limited. The Platform enables Customers to connect with independent Taskers who offer a variety of on-demand services and task-based assistance.

ExtraHand does not provide the underlying services itself. Instead, it facilitates the discovery, booking, and payment process between Customers and Taskers through its website and mobile application. Taskers are independent service providers and are solely responsible for the execution, quality, and outcome of the tasks they undertake.

The Platform provides features including task posting, matching with available Taskers, communication tools, booking management, and payment facilitation. ExtraHand may also provide support services such as dispute facilitation, grievance handling, and user safety measures to improve the overall user experience.

By using the Platform, you acknowledge that ExtraHand acts solely as an intermediary and is not a party to any agreement between Customers and Taskers. All interactions, engagements, and service outcomes are directly between the respective users of the Platform.

2. Definitions

For the purposes of these Terms, the following definitions apply:

"Platform" means the ExtraHand website, mobile application(s), and all associated digital services operated by Naipunya AI Labs Private Limited.

"Customer" or "Poster" means any individual or entity who registers on the Platform to post tasks or avail services from Taskers.

"Tasker" means an independent service provider registered on the Platform who has completed mandatory Aadhaar-based identity verification (KYC) and offers to perform tasks for Customers.

"Task" means any service or work item posted by a Customer on the Platform.

"Booking" means a confirmed engagement between a Customer and a Tasker for the performance of a Task.

"Services" means the technology platform services provided by ExtraHand to facilitate the connection between Customers and Taskers. This does not include the actual tasks performed by Taskers.

"Account" means the registered user profile created by a Customer or Tasker on the Platform.

"Task Amount" means the total fee agreed upon between the Customer and the Tasker for the performance of a Task, which is the only amount payable by the Customer. No additional charges are levied on the Customer beyond the Task Amount.

"Platform Fee" means a fee of 5% (five percent) of the Task Amount, deducted by ExtraHand from the Task Amount before remittance to the Tasker, for facilitating the connection and providing the Platform.

"GST" means Goods and Services Tax applicable under Indian law, levied on the Platform Fee component only.

"Tasker Payout" means the amount remitted to the Tasker after deduction of the Platform Fee and the GST applicable on such Platform Fee from the Task Amount.

"Content" means any text, images, reviews, ratings, or other material submitted by users on the Platform.

"KYC" means Know Your Customer identity verification, which for Taskers requires Aadhaar-based verification as mandated by ExtraHand and applicable Indian law.

3. Eligibility

You must be at least 18 (eighteen) years of age and legally capable of entering into a binding contract under the Indian Contract Act, 1872 to use this Platform. By using the Platform, you represent and warrant that:

You are at least 18 years of age;

You have the legal right and authority to enter into these Terms;

If you are using the Platform on behalf of a company or other legal entity, you have the authority to bind that entity to these Terms;

You are not prohibited from using the Platform under any applicable law.

ExtraHand reserves the right to refuse access to or registration on the Platform to any person at its sole discretion, without assigning any reason.

4. Accounts & Responsibilities

4.1 Registration

To access certain features of the Platform, you must register and create an Account by providing accurate, complete, and up-to-date information including your name, email address, phone number, and address. ExtraHand reserves the right to verify the information provided and to approve or reject registrations at its sole discretion.

4.2 Account Security

You are solely responsible for:

Maintaining the confidentiality of your Account credentials;

All activities that occur under your Account, including those of persons to whom you provide access;

Immediately notifying ExtraHand at support@extrahand.in of any unauthorized access or security breach relating to your Account.

ExtraHand shall not be liable for any loss or damage arising from unauthorized access to your Account resulting from your failure to secure your credentials.

4.3 Accuracy of Information

You warrant that all information furnished by you is accurate and true at the time of registration and you undertake to keep such information updated. ExtraHand may suspend or terminate your Account without notice if any information is found to be false, incomplete, or misleading.

4.4 Identity Verification (KYC)

KYC requirements differ based on the type of user:

Customers (Posters):

Customers are not required to complete Aadhaar or any other identity verification in order to post tasks, make bookings, or use the Platform’s core features.

ExtraHand may, at its sole discretion, request basic identity confirmation in specific circumstances such as suspected fraud or misuse.

Taskers:

All Taskers are required to complete mandatory Aadhaar-based identity verification (KYC) before they are permitted to accept or perform any tasks on the Platform.

A Tasker’s Account will not be activated or permitted to receive payouts until KYC is successfully completed.

KYC verification is conducted in accordance with applicable Indian laws including the Prevention of Money Laundering Act, 2002 and related regulations.

Failure to complete KYC, or submission of false or invalid identity documents, will result in suspension or permanent deactivation of the Tasker’s Account.

5. Platform Role / Nature of Services

ExtraHand operates as a technology intermediary platform that connects Customers with independent Taskers. ExtraHand does not directly provide any task or professional services. The following applies:

ExtraHand is not an employer of Taskers. Taskers are independent service providers and not agents, employees, contractors, or partners of ExtraHand.

Taskers do not have the authority to bind or represent ExtraHand in any manner.

ExtraHand does not guarantee the availability, quality, skill level, or suitability of any Tasker.

The contractual relationship for performance of any Task is directly between the Customer and the Tasker. ExtraHand is not a party to that contract.

Any dispute arising from the performance or non-performance of a Task is to be resolved directly between the Customer and the Tasker. While ExtraHand may assist in facilitation, it is not obligated to do so and shall not be liable for such disputes.

ExtraHand does not conduct comprehensive background verification of Taskers, though it may perform certain checks at its discretion. Users agree that such checks do not amount to a warranty or guarantee regarding Tasker conduct.

The Platform may contain links to or integrations with third-party websites, services, or content. ExtraHand does not endorse, control, or assume responsibility for any third-party service. Your use of any third-party service is at your own risk and subject to that third party’s terms and privacy policy.

6. Service / Booking Terms

6.1 Posting and Accepting Tasks

Customers may post tasks on the Platform by providing details including the nature of work, location, timing, and any other relevant information. ExtraHand will use reasonable efforts to match the Customer with a suitable available Tasker. The availability of Taskers is not guaranteed.

6.2 Booking Confirmation

A Booking is confirmed only when a Tasker accepts the task and ExtraHand provides confirmation via the Platform, SMS, email, or push notification. ExtraHand reserves the right to cancel or reassign a Booking where the assigned Tasker becomes unavailable.

6.3 Tasker Substitution

In the event of unavailability or cancellation by the originally assigned Tasker, ExtraHand will use reasonable efforts to provide a substitute Tasker. If no substitute is available, ExtraHand will contact you to reschedule or cancel the Booking.

6.4 Customer Availability

The Customer must be available at the confirmed Task location at the agreed time. If the Customer is unreachable or absent for more than 15 (fifteen) minutes after the Tasker’s arrival, ExtraHand reserves the right to treat the Booking as cancelled and levy applicable cancellation charges as described in Section 8.

6.5 Task Extensions

Extensions to the duration of a Task may be requested subject to the Tasker’s availability and agreement. ExtraHand does not guarantee the availability of extensions and shall not be liable for any loss arising from the failure of an extension request.

6.6 Location Services

The Platform may collect and use location-based information via GPS or other technologies to facilitate task matching and service delivery. If location access is not granted, certain features of the Platform may not function correctly.

6.7 Data Consent and Privacy

By using the Platform, you consent to the collection and use of your personal data as described in our Privacy Policy at https://extrahand.in/privacy-policy, which is incorporated into these Terms by reference. In particular, you consent to:

Collection and processing of your name, contact details, address, and location data;

Use of your location data (via GPS or other technologies) to facilitate task matching and Platform services. Certain features may not function without location access;

ExtraHand sending you SMS, WhatsApp messages, push notifications, and emails relating to bookings, promotions, and service updates;

Sharing of your data with Taskers, payment processors, affiliates, and other third-party service providers as necessary to deliver the Platform services;

Disclosure of your data to law enforcement agencies or government bodies where required by applicable law.

You may opt out of promotional communications by contacting us at support@extrahand.in, though opting out may limit certain Platform features.

6.8 Offers, Promotions, and Discounts

ExtraHand may from time to time introduce promotional offers, discounts, or trial services at its sole discretion. Unless stated otherwise:

Offers are limited to one use per user or per address;

Multiple offers cannot be combined;

ExtraHand reserves the right to modify, extend, or withdraw any offer at any time without notice;

Data may be collected during promotional periods for service improvement purposes.

6.9 Platform Availability and Downtime

ExtraHand does not guarantee that the Platform will be available at all times or without interruption. Access may be affected by scheduled maintenance, emergency maintenance, technical failures, third-party service outages, or circumstances beyond ExtraHand’s reasonable control.

ExtraHand will use reasonable efforts to notify users of scheduled maintenance in advance via the Platform, email, or push notification. During such periods, some or all features may be temporarily unavailable.

ExtraHand shall not be liable for any loss, missed bookings, or inconvenience caused by Platform downtime, including: (a) inability to access or use the Platform; (b) loss of bookings or revenue due to unavailability; (c) data loss resulting from a technical failure; or (d) delays in task matching or confirmation caused by system issues. ExtraHand recommends users do not rely solely on the Platform for time-critical or emergency service needs.

6.10 Intellectual Property

All rights, title, and interest in and to the Platform and its content, including but not limited to the ExtraHand name, logo, software, design, text, graphics, and data (collectively "ExtraHand IP"), are owned by or licensed to Naipunya AI Labs Private Limited. All rights not expressly granted are reserved.

Subject to your compliance with these Terms, ExtraHand grants you a limited, non-exclusive, non-transferable, revocable license to access and use the Platform solely for its intended purpose.

You must not copy, reproduce, modify, distribute, create derivative works from, or exploit any ExtraHand IP without our prior written consent. Any feedback, suggestions, or ideas you share with us may be freely used by ExtraHand without any obligation to you.

6.11 Force Majeure

ExtraHand shall not be liable for any delay or failure to perform its obligations under these Terms where such delay or failure results from circumstances beyond its reasonable control, including but not limited to acts of God, natural disasters, war, civil commotion, government orders or regulations, strikes, pandemics, telecommunication or power failures, or any other event of force majeure.

7. Payments & Fees

7.1 What Customers (Posters) Pay

Customers pay only the Task Amount — the total fee agreed between the Customer and the Tasker for the performance of a Task. No additional charges, convenience fees, surge fees, or service charges are levied on the Customer beyond the Task Amount. The Task Amount is the complete and final amount payable by the Customer at the time of booking.

7.2 Platform Fee and Tasker Payout

ExtraHand deducts a Platform Fee of 5% (five percent) of the Task Amount from the Task Amount before remitting the balance to the Tasker. GST at the applicable rate (currently 18%) is levied on the Platform Fee component only. The Tasker Payout is calculated as follows:

Tasker Payout = Task Amount − Platform Fee (5%) − GST on Platform Fee (18% of 5%)

Example: If the Task Amount is ₹1,000 — Platform Fee = ₹50 (5%), GST on Platform Fee = ₹9 (18% of ₹50). Tasker receives ₹941. The Customer pays only ₹1,000.

7.3 Payment Methods

All payments on the Platform are accepted through online modes only. The following payment methods are supported:

UPI (Unified Payments Interface);

Credit card and debit card;

Net banking;

Digital wallets (as available on the Platform).

Cash payments are not accepted under any circumstances. ExtraHand reserves the right to modify, add, or discontinue supported payment methods at any time with reasonable notice.

7.4 Payment Processing

Payments are processed through third-party payment processors. ExtraHand does not store sensitive payment information such as card numbers or bank credentials. The processing of payments is subject to the terms and policies of the respective payment processor. ExtraHand shall not be liable for errors, delays, or failures caused by the payment processor.

7.5 Payment Holds

Payments made by Customers are held by ExtraHand pending successful confirmation of Task completion. Tasker Payouts are released to the Tasker’s registered account following Task completion and expiry of the dispute window, in accordance with ExtraHand’s payout schedule.

7.6 Pricing Errors

While ExtraHand strives for pricing accuracy, errors may occur. ExtraHand reserves the right to correct such errors and adjust pricing accordingly, with notice to the affected parties prior to processing.

7.7 GST Input Tax Credit

Customers registered under GST who wish to claim input tax credit on the Platform Fee component must provide accurate GSTIN details in their Account profile prior to placing a Booking. Tax invoices are issued based on GST details available at the time of booking. No retrospective invoice changes will be made. ExtraHand is not liable for any loss of input tax credit due to incorrect or missing GST details provided by the Customer.

7.8 Tips and Gratuity

ExtraHand does not mandate tips or gratuity. Any additional payment to a Tasker beyond the Task Amount is entirely voluntary, at the Customer’s discretion, and is not facilitated through the Platform.

8. Cancellations & Refunds

Cancellations and refunds are governed by the detailed principles set out in this Section and ExtraHand’s Refund and Cancellation Policy available at https://extrahand.in/refund-policy, which forms an integral part of these Terms.

8.1 Cancellation by Customer (Poster)

A Customer may cancel a confirmed Booking at any time. A 15-minute grace period applies from the time of Booking confirmation, during which the Customer may cancel without any charge and receive a full 100% refund of the Task Amount. Once the grace period has elapsed, the following cancellation windows and refund schedule apply:

All refund percentages apply to the Task Amount paid by the Customer. Refunds are credited to the original payment method within 5–7 business days, subject to the payment processor’s timelines.

8.2 No-Show by Customer

If the Customer is unreachable or absent for more than 15 (fifteen) minutes after the Tasker’s confirmed arrival at the task location, the Booking may be treated as a cancellation made less than 1 hour before task start. The applicable cancellation charge will be levied and the corresponding Tasker compensation will be processed as per the schedule in Section 8.1.

8.3 ExtraHand-Initiated Cancellations

ExtraHand may cancel a Booking on behalf of the Platform in the following circumstances, in which case the Customer will receive a full 100% refund of the Task Amount:

The assigned Tasker becomes unavailable and no substitute can be arranged;

The address or task details provided by the Customer are incomplete or inaccurate;

Suspected misuse or fraudulent activity detected on the Booking;

Force majeure events beyond ExtraHand’s reasonable control.

8.4 Cancellation by Tasker

Taskers are expected to honour all confirmed Bookings. Where a Tasker cancels a confirmed Booking, the Customer will receive a full 100% refund of the total Task Amount paid, regardless of when the cancellation occurs. In addition, the Tasker may be subject to a penalty deducted from their wallet balance or future payouts, as per the following schedule:

The Customer’s 100% refund is always guaranteed when a Tasker cancels. Tasker penalties are deducted separately and do not reduce or delay the Customer’s refund.

8.5 Repeated Tasker Cancellations

Taskers with a pattern of repeated cancellations — regardless of timing — may face temporary suspension from receiving new task assignments, escalated penalty rates, or permanent deactivation of their Account, at ExtraHand’s sole discretion.

8.6 Non-Refundable Components

In cases where the Customer cancels after the 15-minute grace period, the Platform Fee (5% of Task Amount) and the GST applicable on the Platform Fee are non-refundable. Where ExtraHand or the Tasker initiates the cancellation, the full Task Amount including the Platform Fee component shall be refunded to the Customer.

8.7 General Refund Conditions

All refund decisions are at ExtraHand’s sole discretion and shall be final and binding, subject to applicable Indian consumer protection laws.

Refunds, where approved, will be credited to the original payment method within the timelines specified in the Refund Policy.

ExtraHand is not responsible for delays in refund processing caused by the payment processor or the Customer’s financial institution.

9. User Conduct & Prohibited Activities

9.1 Respectful Treatment of Taskers

ExtraHand is committed to ensuring a safe and respectful environment for all Taskers. As a Customer, you agree to:

Treat all Taskers with courtesy, dignity, and respect;

Provide a safe, clean, and appropriate environment for the Tasker to perform the Task;

Provide all necessary equipment and materials required for the Task, unless otherwise agreed;

Not discriminate against any Tasker on the basis of race, religion, caste, nationality, gender, age, disability, sexual orientation, or any other characteristic protected under applicable Indian law.

9.2 Tasker’s Right to Refuse

A Tasker is entitled to refuse to perform a Task if the Customer: (a) provides an unsafe or inappropriate working environment; (b) behaves in a discourteous, abusive, or threatening manner; or (c) fails to provide agreed materials or equipment. ExtraHand reserves the right to suspend a Customer’s Account in such circumstances.

9.3 Reporting Misconduct

If a Tasker behaves in an inappropriate, unlawful, or unsafe manner, you must report the incident to support@extrahand.in within 24 (twenty-four) hours of the occurrence.

9.4 Prohibited Activities

You must not use the Platform for any of the following:

Providing false, misleading, or fraudulent information;

Harassing, threatening, intimidating, or abusing any Tasker or other user;

Directly soliciting or engaging a Tasker found through ExtraHand to provide services outside the Platform, bypassing ExtraHand’s fee structure;

Engaging in any illegal activity or facilitating illegal services;

Using the Platform for commercial purposes other than those expressly permitted;

Posting or transmitting content that is obscene, defamatory, pornographic, hateful, racially or ethnically offensive, or that violates any applicable law;

Uploading viruses, malware, or any harmful code;

Using automated tools, bots, or scrapers to access, extract, or compile data from the Platform;

Reverse engineering, decompiling, or attempting to extract the source code of the Platform;

Impersonating any person or entity;

Attempting unauthorized access to any part of the Platform, its servers, or connected systems;

Posting content that endangers the unity, integrity, defense, or sovereignty of India;

Using the Platform in a manner that violates any applicable law or regulation.

9.5 Off-Platform Solicitation Ban

You shall not, directly or indirectly, solicit, engage, or encourage any Tasker with whom you were connected through ExtraHand to provide services similar to those available on the Platform outside the Platform, without booking through your Account. This restriction applies during the period of your use of the Platform and for 12 (twelve) months thereafter.

A violation of this provision may result in immediate suspension or termination of your Account and ExtraHand reserves the right to seek appropriate legal remedies including damages. You agree that this restriction is reasonable and necessary to protect the interests of Taskers and the integrity of the Platform.

9.6 Risk Acknowledgment

By using the ExtraHand Platform, you expressly acknowledge and accept the following inherent risks associated with a marketplace connecting individuals for in-person services:

ExtraHand connects you with independent Taskers who are not employees or agents of ExtraHand. While ExtraHand may conduct certain checks at its discretion, it cannot guarantee the conduct, character, skills, or intentions of any Tasker.

Taskers may be granted access to your home, workplace, or other private premises. You accept full responsibility for your decision to grant such access and acknowledge that ExtraHand is not liable for any loss, theft, damage, or injury occurring during or as a result of a Task.

ExtraHand does not conduct comprehensive criminal background verification of all Taskers. You acknowledge this limitation and agree that ExtraHand shall not be held liable for any criminal, harmful, or negligent acts committed by a Tasker.

Any reliance on the ratings, reviews, or profile information of a Tasker is at your own discretion and risk. Reviews and ratings are user-generated and ExtraHand does not independently verify their accuracy.

You assume full responsibility for accurately describing the nature of the Task, the environment in which it is to be performed, and any hazards or special requirements that may affect the Tasker’s safety or ability to perform the Task.

ExtraHand strongly recommends that Customers exercise personal judgment and take reasonable precautions before allowing a Tasker access to their premises, including securing valuables and ensuring other occupants are informed.

Nothing in this Section limits ExtraHand’s obligations under applicable Indian consumer protection law.

10. Reviews & Content

10.1 Reviews

After a Task is completed, Customers and Taskers may leave reviews and ratings on the Platform. You agree to provide only honest, accurate, and non-defamatory reviews. Reviews must not be fabricated or manipulated. ExtraHand may use reviews for quality control purposes and to determine the continued suitability of users on the Platform.

10.2 Content License

By submitting any content (including reviews, photos, feedback, or suggestions) on the Platform, you grant ExtraHand a non-exclusive, worldwide, perpetual, irrevocable, royalty-free license to use, publish, display, adapt, and distribute such content for the purposes of operating and improving the Platform and for promotional purposes.

10.3 Content Standards

You are solely responsible for all content you submit. Content must not violate any applicable law, infringe third-party rights, or breach these Terms. ExtraHand reserves the right to remove any content at its sole discretion without notice.

11. Liability & Disclaimers

11.1 Disclaimers and Warranties

THE PLATFORM IS PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS, WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT.

Without limiting the foregoing, ExtraHand does not warrant or represent that:

The Platform will be uninterrupted, error-free, or free of viruses or other harmful components;

The results obtained from using the Platform will be accurate or reliable;

Any Tasker will perform a Task to your satisfaction;

Taskers will be available at any specific time.

ExtraHand shall not be liable for any acts or omissions of Taskers, including property damage, personal injury, theft, or other harm arising from the performance of a Task. The Customer’s contract for task execution is directly with the Tasker.

11.2 Limitation of Liability

To the maximum extent permitted by applicable law, Naipunya AI Labs Private Limited, its directors, officers, employees, agents, and affiliates shall not be liable for any:

Indirect, incidental, special, consequential, or punitive damages;

Loss of profits, revenue, data, business opportunities, or goodwill;

Damages arising from a Tasker’s acts, omissions, or negligence;

Damages arising from interruptions, delays, or errors on the Platform;

Unauthorized access to or alteration of your Account or data.

In all cases, ExtraHand’s total liability to you shall be limited to the Platform Fee actually paid by you for the specific Booking giving rise to the claim. In no event shall ExtraHand’s total aggregate liability exceed INR 10,000 (Indian Rupees Ten Thousand).

Nothing in these Terms excludes liability for death, personal injury caused by negligence, or fraud to the extent such exclusion is prohibited under applicable Indian law.

11.3 Fraud Protection

ExtraHand has zero tolerance for fraudulent behaviour on the Platform. The following acts are strictly prohibited and may result in immediate Account suspension, permanent ban, and legal action:

Making fake, duplicate, or malicious bookings with no genuine intent to avail services;

Providing false identity information or impersonating another person during registration or KYC;

Submitting fraudulent payment details or initiating false chargebacks or payment disputes;

Manipulating or fabricating reviews, ratings, or feedback to harm another user’s reputation or gain unfair advantage;

Creating multiple Accounts to exploit promotions, referral bonuses, or offers;

Using stolen or unauthorized payment credentials;

Any attempt to defraud or manipulate ExtraHand’s pricing, matching, or payout systems.

If you suspect or witness any fraudulent activity on the Platform, you must report it immediately to support@extrahand.in or through the Platform’s reporting feature.

Upon detection or credible reporting of fraud, ExtraHand reserves the right to: (a) immediately suspend or permanently terminate the Account(s) involved; (b) withhold or reverse payments where fraud is suspected; (c) share relevant information with law enforcement, payment processors, and regulatory authorities; and (d) pursue civil or criminal remedies against the offending party.

ExtraHand implements reasonable security measures to detect and prevent fraud. However, ExtraHand shall not be liable for losses suffered by a user due to fraud committed by another user or third party, except to the extent such loss directly results from ExtraHand’s own negligence or wilful misconduct.

12. Indemnification

You agree to indemnify, defend (at ExtraHand’s option), and hold harmless Naipunya AI Labs Private Limited and its directors, officers, employees, agents, affiliates, and representatives from and against any and all claims, demands, proceedings, losses, liabilities, damages, costs, and expenses (including reasonable attorneys’ fees) arising out of or relating to:

Your access to or use of the Platform;

Your violation of these Terms;

Your interaction with any Tasker, including any dispute arising from a Task;

Any content submitted by you on the Platform;

Any violation of applicable law by you;

Any third party’s use of your Account.

13. Termination

These Terms shall remain in effect for as long as you use the Platform. Either party may terminate the arrangement at any time:

You may close your Account at any time by ceasing use of the Platform or by contacting us at support@extrahand.in.

ExtraHand may suspend or terminate your Account immediately and without notice if you violate these Terms, engage in prohibited conduct, or for any legitimate business, legal, or regulatory reason.

ExtraHand may also provide 7 (seven) days’ written notice for termination in other circumstances.

Termination does not relieve you of any obligation to pay outstanding Charges or fulfil other obligations that accrued prior to termination. Clauses relating to intellectual property, indemnification, limitation of liability, and dispute resolution shall survive termination.

14. Dispute Resolution

14.1 Task Dispute Resolution Process

Where a dispute arises between a Customer and a Tasker regarding the outcome, quality, or completion of a Task, the following process applies:

Step 1: Raise a Complaint

The aggrieved party must raise a complaint with ExtraHand within 24 (twenty-four) hours of the Task completion time (or the scheduled Task time if the Tasker did not arrive) by contacting support@extrahand.in or using the dispute/report feature within the Platform. Complaints raised after this window may not be entertained at ExtraHand’s discretion.

Step 2: Information Submission

ExtraHand may request relevant documentation or evidence from both parties — including photographs, chat logs, or written descriptions. Both parties must respond within 48 (forty-eight) hours of ExtraHand’s request.

Step 3: Review and Decision

ExtraHand will review the complaint and endeavour to provide a decision within 5 (five) business days of receiving all required information. Possible outcomes include: full or partial refund to the Customer; full or partial payment release to the Tasker; rebooking of the Task at no additional charge; suspension or removal of the offending party; or no action where the complaint is unsubstantiated.

Step 4: Final Decision

ExtraHand’s decision following the review process is final and binding on both parties, subject only to the right to initiate formal arbitration under Section 16. Initiating arbitration does not entitle either party to a reversal of ExtraHand’s interim payment decisions pending the arbitrator’s final award.

14.2 Limitations on Dispute Involvement

ExtraHand acts as a neutral facilitator and not as a judge or arbitrator in task disputes. ExtraHand’s involvement does not create any liability on ExtraHand for the outcome of the Task or the conduct of either party. ExtraHand reserves the right to decline to intervene in disputes where it determines, at its sole discretion, that the matter is better suited for direct resolution between the parties or through formal legal proceedings.

14.3 Informal Resolution

Before initiating arbitration, you agree to attempt to resolve any dispute informally by contacting ExtraHand at support@extrahand.in. ExtraHand will attempt to resolve the dispute within 30 (thirty) days of receiving your notice.

14.4 Arbitration

Any controversy, dispute, or claim arising out of or relating to these Terms, or the breach thereof, shall be settled by binding arbitration in Hyderabad in accordance with the Arbitration and Conciliation Act, 1996, as amended from time to time. The arbitral tribunal shall consist of a sole arbitrator appointed by ExtraHand. The language of arbitration shall be English. The decision of the arbitrator shall be final and binding on all parties. Each party shall bear its own costs unless the arbitrator directs otherwise.

15. Grievance Redressal

In compliance with the Information Technology Act, 2000 and the Consumer Protection (E-Commerce) Rules, 2020, ExtraHand has designated a Grievance Officer to address user complaints. If you have any grievance relating to the Platform, content, or services, please contact:

Grievance Officer: [Name to be appointed]

Designation: Grievance Officer

Company: Naipunya AI Labs Private Limited

Address: 1-98/G/38, Plot 37 & 38, Serenity Square, Jain Rock Garden, Madhapur, Hyderabad, Telangana – 500081

Email: grievance@extrahand.in

Working Hours: Monday to Saturday, 10:00 AM to 6:00 PM IST

ExtraHand shall endeavour to acknowledge your grievance within 48 (forty-eight) hours and resolve it within the timelines prescribed under applicable law.

16. Governing Law

These Terms shall be governed by and construed in accordance with the laws of India. The courts at Hyderabad, Telangana shall have exclusive jurisdiction over any disputes arising out of or in connection with these Terms, subject to the arbitration clause set out in Section 14.

17. Miscellaneous

17.1 Changes to Terms

ExtraHand reserves the right to modify these Terms at any time. Changes will be effective upon posting on the Platform. Your continued use of the Platform after changes are posted constitutes your acceptance of the revised Terms. It is your responsibility to review these Terms periodically.

17.2 Severability

If any provision of these Terms is held to be invalid, unlawful, or unenforceable by a court of competent jurisdiction, such provision shall be modified to the minimum extent necessary to make it enforceable, and the remaining provisions shall continue in full force and effect.

17.3 Waiver

No failure or delay by ExtraHand in exercising any right under these Terms shall constitute a waiver of that right. A waiver of any breach shall not constitute a waiver of any subsequent breach.

17.4 Assignment

You may not assign or transfer any rights or obligations under these Terms without ExtraHand’s prior written consent. ExtraHand may assign its rights and obligations to any affiliate, successor entity, or third party without notice to you.

17.5 Entire Agreement

These Terms, together with the Privacy Policy, Refund Policy, Tasker Agreement, and Community Guidelines, constitute the entire agreement between you and ExtraHand with respect to the Platform and supersede all prior agreements, representations, or understandings.

17.6 Third Party Rights

Nothing in these Terms confers any right or remedy upon any third party. These Terms are not intended to benefit any person other than the parties hereto.

17.7 Notices

All legal notices to ExtraHand must be sent in writing to:

Naipunya AI Labs Private Limited

1-98/G/38, Plot 37 & 38, Serenity Square, Jain Rock Garden, Madhapur, Hyderabad, Telangana – 500081

Email: legal@extrahand.in

Routine support queries should be directed to support@extrahand.in.

17.8 Language

These Terms are drafted in English and, in the event of any inconsistency between the English version and any translated version, the English version shall prevail.

© 2026 Naipunya AI Labs Private Limited. All rights reserved.

ExtraHand • support@extrahand.in • https://extrahand.in