Terms & Conditions

General terms

Acceptance of terms

By using https://www.powerwalla.com, the PowerWalla apps, or booking a service or buying a product from PowerWalla Services private limited (“PowerWalla”, “we”), you agree to these Terms & Conditions and our Privacy Policy, Cancellation Policy, Refund Policy and Warranty Policy. If you do not agree, please do not use our services.

Eligibility

You must be at least 18 years old and able to enter into a binding contract.

Account registration

Give accurate details and keep them up to date. You are responsible for activity on your account; keep your password and OTPs private. You may sign in with a password, a one-time password, or Google. An account may be signed in on one device at a time.

User responsibilities

Use the services lawfully and for genuine service needs, and treat our professionals and staff with respect.

Service availability

Services are offered in the cities and areas shown on the website and apps, subject to professional availability. We may change the services, areas, hours or prices offered at any time; confirmed bookings are honoured at the price confirmed.

Website and app usage

We work to keep the website and apps available and accurate but do not guarantee uninterrupted or error-free operation. We may suspend access for maintenance or security.

Intellectual property

The PowerWalla name, logo, website, apps and content belong to PowerWalla Services private limited or its licensors. You may not copy, modify or reuse them without written permission.

Prohibited activities

Do not: provide false information; book with intent to harm or defraud; attempt unauthorised access or disrupt the services; scrape data; post false or abusive reviews; ask professionals to work outside the platform to avoid charges; or use the services for anything unlawful.

Service terms

Booking and service requests

A booking is a request for service at the chosen address, date and time. It is confirmed when you receive a confirmation (and, for online payment, when the payment succeeds).

Technician assignment and arrival time

We assign a suitable verified professional and may reassign the booking if needed. Arrival times are estimates within the booked slot; we inform you of delays. You can track the professional's arrival in the app.

Diagnosis, inspection and estimate

The professional inspects the appliance or installation and explains the fault. For repairs, you receive an estimate of labour and parts before chargeable work starts.

Approval before repair

No chargeable work beyond the booked service is done without your approval in the app or on site. If you decline, the inspection or visit charge shown before booking applies.

Spare parts

Parts are genuine or brand-approved where available; the part, price and warranty are shown in the estimate. Replaced parts are returned to you on request, except where they must be returned to the supplier under warranty.

Labour charges

Labour is charged as shown on the service page or in the approved estimate.

Emergency services

Emergency or out-of-hours visits, where offered, may carry an additional charge shown before you confirm.

Installation, maintenance and AMC

Installation and maintenance services cover the work described on the service page. AMC plans cover the visits and coverage listed in the plan for its term.

Inspection and testing

The professional tests the appliance after work to confirm it works as expected, and may ask you to verify it.

Service completion and digital service reports

A job is closed when the work is done and, where required, you confirm with an OTP. You receive a digital invoice and service report in the app and by email or message.

Payment

Service charges and inspection/visit charges

Prices are shown before booking. Inspection or visit charges apply as shown when a repair is declined, cancelled late, or the site cannot be accessed.

Taxes and invoices

Prices include or exclude GST as shown at checkout. A GST invoice is issued for every payment.

Payment methods

Online (UPI, cards, net banking, wallets) through our payment partners, UPI transfer with a reference, or cash where offered. Pay only through these methods; do not pay professionals personally except the invoiced amount in cash where cash is offered.

Outstanding payments and failed transactions

Amounts due must be paid on completion. If an online payment fails but money is debited, it is either confirmed or automatically reversed by the payment provider; contact us with the transaction reference if not resolved.

Customer responsibilities

• Provide accurate information about the problem, appliance and address.
• Provide safe access to the site, the appliance and the power supply, and have an adult present.
• Tell the professional about any known electrical hazards (for example exposed wiring, earthing problems, water leakage or previous shocks).
• Do not interfere with the work while it is in progress, for safety reasons.
• Obtain any permissions needed for the work (for example from a landlord or housing society).

Technician responsibilities

Every professional working through PowerWalla is required to:

• Behave professionally and respectfully.
• Carry identification and show it on request; the app shows the assigned professional's name and photo.
• Follow safety procedures, including isolating power before work.
• Take care of the customer's property and leave the work area clean.
• Record the work, parts and photos in the app.
• Do no work that the customer has not approved.
• Accept no payment outside the invoiced amount; report any request to us.

Liability

We take reasonable care in every job. We are responsible for loss or damage caused by our negligence or breach of these terms while providing a service, assessed fairly on the facts. We are not responsible for pre-existing faults, faults unrelated to our work, losses that were not foreseeable, or delays caused by events beyond our reasonable control. Nothing in these terms limits any right you have under the Consumer Protection Act, 2019 or other law that cannot be limited.

Disputes

Complaint process

Raise a complaint from the booking in the app, through Help, or by contacting us (powerwallaservices@gmail.com, +91 93041 78259). We acknowledge within 48 hours and aim to resolve within 7 working days.

Escalation

If you are not satisfied, escalate to the Grievance Officer, PowerWalla Services at powerwallaservices@gmail.com. You may also contact the National Consumer Helpline (1915) or a consumer commission.

Governing law and jurisdiction

These terms are governed by the laws of India, and the courts at Patna, Bihar have jurisdiction, subject to your rights as a consumer.

Changes to these terms

Modification of terms

We may update these terms. The version, effective date and last-updated date at the top show the current version, which applies to bookings made after it takes effect.

Notification process

For significant changes we notify you in the app or by email before they take effect. Continuing to use the services after that means you accept the updated terms.

Contact

PowerWalla Services private limited, Boring Road, Patna, Bihar 800001, India · powerwallaservices@gmail.com · +91 93041 78259