User Terms

These User Terms govern the specific rights and responsibilities of persons who access the Instantatoz Platform as Customers (also referred to as "Users") for the purpose of posting job requests and engaging Workers. These terms supplement and must be read in conjunction with the general Terms and Conditions available at /terms-and-conditions.

1. Creating a Job Request

As a User, you may create a job request by:

• Selecting a service category from the available categories on the Platform.
• Specifying the number of hours required, the work location, the preferred date and time, and any specific instructions for the Worker.
• Reviewing the estimated total cost (hourly rate × hours + platform commission) before confirming the request.
• Completing the payment authorisation step as required by the Platform.

By confirming a job request, you enter into a service agreement with the matched Worker and a technology services agreement with Instantatoz. You agree that the job description is accurate, lawful, and does not involve any prohibited activity.

2. The Matching Process

Once a job request is confirmed and payment is authorised:

• The Platform algorithm broadcasts the request to eligible, verified Workers in your vicinity.
• Workers may accept or decline the request. The first Worker to accept is matched to your job.
• You will receive a notification with the matched Worker's name, photograph, rating, and estimated arrival time.
• If no Worker accepts within a specified time, the request may expire and the payment authorisation will be released.

Instantatoz does not guarantee that a Worker will always be available. Availability depends on real-time conditions including Worker supply in your area.

3. Cancellation Rules for Users

Repeated cancellations after Worker acceptance may result in temporary restrictions on your Account. Please refer to the full Cancellation Policy for detailed rules.

4. Payment Obligations

As a User, you agree to:

• Pay for all confirmed Jobs through the Platform's payment system. Direct cash payments to Workers are strictly prohibited.
• Authorise payment at the time of job creation. Funds may be held in escrow until Job completion.
• Pay for actual hours worked as tracked by the Platform (OTP Work Start to Work End).
• Accept responsibility for any additional hours agreed upon during the Job execution.
• Not share OTPs, CVVs, card numbers, or UPI PINs with any Worker or third party.

5. Refund Eligibility

Refunds are processed in accordance with our Refund Policy. Refunds are generally not available for services that have been rendered through the OTP Work Start mechanism. Users may file disputes in cases of Worker misconduct, non-arrival, or service not rendered. Disputes are reviewed within 7 working days and decisions are communicated via the registered contact details.

6. Rating System

After Job completion, Users are encouraged to rate the Worker on a scale of 1 to 5 stars and provide a written review. Ratings:

• Must reflect your genuine experience of the services provided.
• Must not be defamatory, discriminatory, or contain personal attacks.
• Directly affect the Worker's visibility, ranking, and job eligibility on the Platform.
• Can be reported if you believe a Worker has attempted to manipulate your rating.

False or manipulated ratings submitted by Users may result in account penalties, including suspension.

7. Prohibited Activities for Users

As a User, you must not:

• Request Workers to perform tasks that are illegal, hazardous without proper safety equipment, or outside the scope of the posted job category.
• Harass, intimidate, or abuse Workers verbally or physically.
• Record Workers without their consent in violation of applicable law.
• Solicit Workers to bypass the Platform for future engagements to avoid platform commission.
• Create fictitious job requests to manipulate Worker availability or Platform algorithms.
• Engage Workers in activities that involve handling of controlled substances, illegal goods, or activities prohibited under Indian law.
• Misrepresent the nature, location, or duration of work to a Worker.

8. Safety Guidelines for Users

• Ensure that the work site is safe, accessible, and free from conditions that could endanger the Worker.
• Provide Workers with basic amenities (drinking water, restroom access) during their engagement.
• Do not share Work Start OTPs until the Worker has physically arrived at the work site.
• Verify the Worker's identity against their Platform profile before allowing access to your premises.
• In case of an emergency or safety concern, contact local emergency services (100, 112) immediately before contacting Platform support.

9. Contact and Support

For support as a User, contact us at: