Terms and Conditions of Service

1. Definitions

For the purpose of these Terms, the following expressions shall have the meanings assigned to them below unless the context otherwise requires.

1.1 Company

"SUPERHEROOO PRIVATE LIMITED" is the company that owns and operates the "SuperHerooo", "Company", "Platform", "we", "our", or "us" technology platform enabling Customers to connect with independent home service professionals through its mobile application and website. SUPERHEROOO PRIVATE LIMITED does not directly provide home services and operates only as a technology marketplace.

1.2 Customer

A Customer is any person who creates an account and books home services using the SuperHerooo Platform. Customers must be at least eighteen (18) years of age and legally capable of entering into binding contracts under Indian law.

1.3 Expert

An Expert is an independent service professional registered on the SuperHerooo Platform for providing home services to Customers. Experts are not employees, agents, representatives, partners, or joint venture participants of SUPERHEROOO PRIVATE LIMITED. Experts independently determine how services are performed.

1.4 Platform

The Platform means:

• SuperHerooo Android Application
• SuperHerooo iOS Application
• SuperHerooo Website
• Customer Support Systems
• Booking System
• Payment Gateway Integration
• Any related technology operated by SUPERHEROOO PRIVATE LIMITED

1.5 Home Services

Home Services include, but are not limited to:

• House Cleaning
• Kitchen Cleaning
• Bathroom Cleaning
• Laundry Assistance
• Cooking Assistance
• Housekeeping
• Domestic Help
• Other services listed within the Platform

1.6 Booking

A Booking means a confirmed request made by a Customer for a Home Service through the SuperHerooo Platform.

1.7 Charges

Charges include:

• Expert Service Charges
• Platform Technology Fee
• Convenience Fee
• Surge Pricing
• Taxes including GST
• Cancellation Charges (where applicable)

1.8 Account

Account means the registered profile created by a Customer or Expert for using the Platform.

1.9 User Content

User Content includes:

• Reviews
• Ratings
• Comments
• Images
• Videos
• Feedback
• Messages
• Suggestions

submitted by Users through the Platform.

2. Platform Role and Nature of Services

2.1 Technology Platform

SuperHerooo operates solely as a technology platform that facilitates connections between Customers and independent Experts. SuperHerooo itself does not perform or supervise home services. The Company's role is limited to:

• displaying available Experts
• facilitating bookings
• processing payments
• providing customer support
• improving user experience

2.2 Independent Experts

Experts registered on the Platform are self-employed professionals. Nothing contained in these Terms shall create:

• Employer-Employee relationship
• Partnership
• Agency
• Franchise
• Joint Venture between SUPERHEROOO PRIVATE LIMITED and any Expert

Experts remain solely responsible for:

• their work
• behaviour
• taxes
• licences
• legal compliance
• professional conduct

2.3 Service Availability

Services are available only in locations where SuperHerooo currently operates. The Company reserves the right to:

• add cities
• suspend operations
• discontinue services
• restrict service availability without prior notice

2.4 No Guarantee

Although SuperHerooo makes reasonable efforts to maintain quality standards, the Company does not guarantee:

• availability of Experts
• uninterrupted Platform operation
• specific completion times
• service outcomes
• compatibility with every device

2.5 Background Verification

SuperHerooo may conduct KYC verification, document verification, and limited background verification of Experts wherever required. However, such verification should not be interpreted as a guarantee of:

• character
• honesty
• skill
• suitability
• future conduct

Customers should exercise reasonable judgment before allowing any person into their premises.

3. Eligibility and Account Registration

3.1 Eligibility

To use SuperHerooo, you must:

• be at least 18 years old
• possess legal capacity to enter into contracts under Indian law
• provide accurate registration information
• comply with these Terms and all applicable laws

3.2 Registration

To create an account, you may be required to provide:

• Full Name
• Mobile Number
• Email Address
• Residential Address
• OTP Verification
• Location Permission (where applicable)

You agree that all information provided is accurate, complete, and up to date. Providing false information may result in immediate suspension or permanent termination of your account.

3.3 Account Security

You are solely responsible for:

• safeguarding your password
• protecting your mobile device
• preventing unauthorized access
• maintaining confidentiality of your account

Any activity performed through your account shall be deemed to have been performed by you unless proven otherwise. Immediately notify SUPERHEROOO PRIVATE LIMITED if you suspect:

• unauthorized login
• account compromise
• identity theft
• fraudulent activity

3.4 Suspension and Termination

SuperHerooo may temporarily suspend or permanently terminate any account without prior notice if the User:

• provides false or misleading information
• violates these Terms
• abuses Experts or employees
• engages in fraudulent transactions
• misuses promotional offers
• performs illegal activities
• attempts to bypass the Platform by directly hiring Experts
• repeatedly cancels bookings in bad faith
• uploads harmful, abusive, defamatory, or unlawful content
• violates applicable laws or court orders

Upon termination, access to the Platform may immediately cease, and any unused promotional credits, rewards, or benefits may be forfeited.

3.5 One Account Policy

Each individual may maintain only one active Customer account and one active Expert account, where applicable. Creating multiple accounts to manipulate offers, referrals, ratings, or bookings is strictly prohibited. Violation may result in permanent suspension.

4. Services Offered

SuperHerooo provides a technology platform for booking various home services, including but not limited to:

• General House Cleaning
• Bathroom Cleaning
• Kitchen Cleaning
• Laundry Assistance
• Cooking Assistance
• Domestic Help
• Housekeeping
• Other services introduced from time to time

The list of services may be modified, expanded, suspended, or discontinued at the sole discretion of SUPERHEROOO PRIVATE LIMITED.

5. Expert Engagement and Labour Compliance

5.1 Independent Service Providers

Experts are independent contractors and not employees of SuperHerooo. They are responsible for complying with all applicable laws, maintaining required licenses (if any), paying applicable taxes, and performing services professionally.

5.2 Labour Law Compliance

SUPERHEROOO PRIVATE LIMITED is committed to operating in accordance with applicable Indian labour laws, including the Code on Wages, 2019, the Code on Social Security, 2020, and other applicable central and state legislation. Where applicable, the Platform may facilitate access to welfare schemes, training, or insurance benefits for Experts, but such facilitation does not create an employment relationship.

5.3 Non-Solicitation

Customers agree not to directly hire, solicit, or engage Experts outside the SuperHerooo Platform to avoid service fees or Platform policies. Violation of this clause may result in account suspension or termination.

5.4 Equal Opportunity

SuperHerooo promotes a workplace free from discrimination. Customers and Experts must not discriminate on the basis of religion, caste, race, gender, age, disability, nationality, or any other characteristic protected under applicable law.

6. Bookings, Scheduling and Cancellation

6.1 Placing a Booking

Customers may book Home Services through the SuperHerooo Platform by selecting the desired service category, preferred date, time slot, location, and duration. Submission of a booking request does not guarantee acceptance. A booking shall be deemed confirmed only after SuperHerooo sends a confirmation through the Platform, SMS, email, or other official communication channel.

6.2 Booking Confirmation

A booking becomes valid only after:

• an available Expert has been assigned
• payment requirements (if any) have been completed
• the Customer receives confirmation

SuperHerooo reserves the right to reject any booking request due to operational, legal, technical, or safety reasons.

6.3 Booking Modifications

Customers may modify a confirmed booking before the scheduled service time, subject to Expert availability. Requested changes may include:

• date
• time
• service duration
• service address
• service category

Additional charges may apply if the modified booking changes the original pricing.

6.4 Booking Extensions

Customers may request an extension during an ongoing service session. Extensions are subject to:

• Expert availability
• operational feasibility
• additional payment

SuperHerooo does not guarantee approval of extension requests.

6.5 Customer Cancellation

Customers may cancel a booking through the Platform. Cancellation charges may apply depending upon the stage of cancellation.

No Cancellation Fee: No cancellation fee will apply if:

• the booking has not yet been confirmed; or
• the assigned Expert has not commenced travel where applicable

Cancellation Charges: Cancellation charges may be applied if:

• the Expert has already been assigned
• the Expert has commenced travel
• repeated last-minute cancellations occur
• cancellation causes operational losses

Applicable GST shall be charged wherever required by law.

6.6 Cancellation by SuperHerooo

SuperHerooo reserves the right to cancel or reschedule a booking where:

• no Expert is available
• incorrect service details have been provided
• the Customer is unreachable
• the service location is unsafe
• payment authorization fails
• fraud is suspected
• a legal or regulatory restriction exists
• force majeure events prevent service delivery

Where appropriate, eligible refunds shall be processed according to the Refund Policy.

6.7 Expert Substitution

If the assigned Expert becomes unavailable due to illness, emergency, or operational reasons, SuperHerooo may assign another qualified Expert without prior approval from the Customer. If no replacement Expert is available, the booking may be rescheduled or cancelled.

6.8 Customer Obligations During Service

Customers agree to:

• provide safe access to the premises
• provide electricity and water where necessary
• keep pets under reasonable control
• ensure a harassment-free environment
• cooperate with the assigned Expert

Failure to provide a safe working environment may result in cancellation of the booking without refund.

7. Payments, Fees and Refund Policy

7.1 Pricing

Service pricing displayed on the Platform may include:

• Expert Service Charges
• Platform Service Fee
• Technology Fee
• Convenience Fee
• Surge Pricing
• Government Taxes including GST

Prices displayed before confirmation shall generally apply to the confirmed booking unless modified by Customer-requested changes.

7.2 Payment Methods

Payments may be made through approved payment methods including:

• UPI
• Debit Cards
• Credit Cards
• Net Banking
• Digital Wallets
• Other payment methods supported by SuperHerooo

Payments are processed through secure third-party payment gateways.

7.3 Payment Authorization

By making a payment, you authorize SUPERHEROOO PRIVATE LIMITED and its payment partners to process the transaction. Customers are responsible for ensuring that sufficient funds are available before initiating payment.

7.4 Refund Policy

Refunds shall be processed only under the following circumstances:

• booking cancelled by SuperHerooo
• duplicate payment
• payment deducted but booking not confirmed
• technical failure resulting in unsuccessful booking
• service could not be delivered due to operational reasons
• any other circumstance where SuperHerooo determines that a refund is appropriate

Refunds shall generally be processed within 7 to 10 business days through the original payment method. Processing time may vary depending upon the Customer's bank or payment provider.

7.5 Non-Refundable Charges

Unless required by applicable law, the following are generally non-refundable:

• cancellation charges
• convenience fees
• platform fees
• taxes already remitted to statutory authorities
• charges arising from Customer misconduct

7.6 Failed Transactions

If payment has been deducted but no booking confirmation is received, Customers should immediately contact SuperHerooo Customer Support. Verified failed transactions shall be refunded in accordance with the Refund Policy.

7.7 GST Compliance

GST shall be charged wherever applicable under Indian law. Customers requiring GST invoices should provide accurate GST registration details before completing the booking. SUPERHEROOO PRIVATE LIMITED shall not be responsible for incorrect GST information submitted by Customers.

7.8 Third-Party Payment Providers

SuperHerooo uses independent payment gateway providers. The Company shall not be responsible for:

• payment gateway downtime
• banking network failures
• transaction delays
• payment processing errors caused by financial institutions

8. Customer Responsibilities

Every Customer agrees to use the Platform responsibly and lawfully. Customers shall:

• provide accurate information
• maintain respectful communication
• comply with applicable laws
• cooperate with Experts
• make timely payments

8.1 Safe Environment

Customers shall ensure that the service location is reasonably safe, clean, and suitable for the assigned Expert. Customers shall disclose any known hazards before commencement of the service.

8.2 Respectful Behaviour

Customers shall not:

• threaten
• abuse
• harass
• intimidate
• discriminate against
• assault
• exploit any Expert, employee, or representative of SUPERHEROOO PRIVATE LIMITED

8.3 Prohibited Activities

Customers shall not:

• engage Experts outside the Platform to avoid service fees
• create fake bookings
• impersonate another person
• provide false information
• interfere with Platform operations
• upload malware or harmful software
• attempt unauthorized access to systems
• violate intellectual property rights
• perform unlawful activities through the Platform

8.4 Customer Verification

SuperHerooo reserves the right to request identity verification where necessary for fraud prevention, safety, or legal compliance. Failure to complete verification may result in temporary suspension or cancellation of services.

8.5 Ratings and Reviews

Customers are encouraged to submit honest reviews. Reviews must not contain:

• abusive language
• hate speech
• defamatory content
• misleading statements
• false allegations
• personal information of Experts

SuperHerooo reserves the right to remove content that violates these Terms.

8.6 Cooperation During Service

Customers agree to cooperate with the assigned Expert by:

• providing reasonable access to the premises
• making required utilities available
• ensuring the booked work falls within the selected service category

Experts may refuse to perform tasks outside the booked scope.

8.7 Illegal Requests

Customers shall not request Experts to perform:

• illegal activities
• unsafe work
• work involving prohibited substances
• work violating labour laws
• work outside the Platform's approved services

9. Intellectual Property Rights

9.1 Ownership

All intellectual property rights relating to the SuperHerooo Platform, including software, source code, mobile applications, website, trademarks, logos, graphics, text, databases, business methods, and branding, are owned by or licensed to SUPERHEROOO PRIVATE LIMITED.

9.2 Limited License

SUPERHEROOO PRIVATE LIMITED grants Customers a limited, non-exclusive, non-transferable, revocable license to use the Platform solely for personal, lawful, and non-commercial purposes. No ownership rights are transferred to the User.

9.3 Restrictions

Users shall not:

• copy
• modify
• reproduce
• distribute
• reverse engineer
• decompile
• scrape
• create derivative works
• sell
• commercially exploit any part of the Platform without prior written permission from SUPERHEROOO PRIVATE LIMITED

9.4 User Content

Customers retain ownership of content submitted by them. However, by uploading reviews, ratings, feedback, photographs, videos, or other User Content, Customers grant SUPERHEROOO PRIVATE LIMITED a worldwide, non-exclusive, royalty-free license to use, reproduce, modify, publish, display, and distribute such content for Platform operations, quality improvement, dispute resolution, promotional activities, and legal compliance. Customers represent that they own or have sufficient rights to upload such content.

9.5 Trademark Protection

The name "SuperHerooo", associated logos, designs, slogans, and trademarks may not be used without prior written consent. Unauthorized use may result in civil and criminal legal action.

10. Privacy and Data Protection

10.1 Privacy Commitment

SUPERHEROOO PRIVATE LIMITED values the privacy of its Users and is committed to protecting personal information in accordance with applicable Indian laws, including the Digital Personal Data Protection Act, 2023, the Information Technology Act, 2000, and other applicable regulations. Your use of the Platform is also governed by the SuperHerooo Privacy Policy, which forms an integral part of these Terms.

10.2 Information Collected

SuperHerooo may collect information including but not limited to:

• Full Name
• Mobile Number
• Email Address
• Residential Address
• GPS Location
• Payment Information
• Booking History
• Device Information
• IP Address
• Customer Support Communications
• Ratings and Reviews

Only information reasonably necessary for providing services shall be collected.

10.3 Purpose of Collection

Information may be used for:

• booking management
• assigning Experts
• payment processing
• customer support
• fraud prevention
• identity verification
• improving services
• analytics
• legal compliance
• dispute resolution
• sending important notifications

10.4 Data Sharing

Personal information may be shared only where reasonably necessary with:

• assigned Experts
• payment gateway providers
• technology service providers
• cloud hosting providers
• government authorities where legally required
• law enforcement agencies pursuant to lawful requests

SUPERHEROOO PRIVATE LIMITED does not sell Users' personal information.

10.5 Data Security

SUPERHEROOO PRIVATE LIMITED implements commercially reasonable administrative, technical, and organizational safeguards to protect User information against unauthorized access, misuse, disclosure, alteration, or destruction. However, no online platform can guarantee absolute security.

10.6 User Rights

Subject to applicable law, Users may request:

• access to personal information
• correction of inaccurate information
• deletion of eligible information
• withdrawal of consent where applicable
• grievance redressal

Requests may be submitted through the official support channels.

11. Android Application Permissions

This section explains the device permissions requested by the SuperHerooo Android application, why each permission is needed, and how the related data is used. Permissions are requested only for functionality that is actually used within the app, in line with the purpose-limitation principles of the Digital Personal Data Protection Act, 2023.

11.1 General Principles

The SuperHerooo Android application follows Android's runtime permission model. This means:

• Sensitive permissions are requested only at the point they are needed, not all at once during installation
• Users may grant or deny each permission individually through the Android system permission dialog
• Users may review or revoke any previously granted permission at any time through Settings > Apps > SuperHerooo > Permissions on their device
• Denying a permission may disable or limit the specific feature that depends on it, as described below, without necessarily affecting the rest of the app

11.2 Permissions Requested and Their Purpose

11.3 Background Location

Background location access, where requested, is used strictly to enable live tracking of an assigned Expert's arrival and to verify login/logout at the service location as described in Clause 16.4. It is not used to track Users when the app is not actively facilitating a booking, and is not shared with third parties for advertising purposes.

11.4 Managing Permissions

Users can view, grant, or withdraw any Android permission at any time through their device settings. Withdrawing a permission may limit the following, depending on the permission withdrawn:

• Location — service address auto-detection, live Expert tracking, and insurance login/logout verification may not function correctly
• Camera / Storage — KYC uploads, profile photos, and support attachments may need to be completed manually or may be unavailable
• Phone — masked in-app calling between Customers and Experts may be unavailable, though bookings can still be managed through in-app chat where offered
• Notifications — Users may not receive timely booking, payment, or safety alerts

11.5 No Unnecessary Data Collection

SUPERHEROOO PRIVATE LIMITED does not request Android permissions beyond what is reasonably necessary for the features described above, does not use device permissions to collect data unrelated to the Platform's services, and does not sell permission-derived data to third parties. This section should be read together with Section 10 (Privacy and Data Protection) and the SuperHerooo Privacy Policy, which governs how any data collected through these permissions is stored, used, and protected.

12. Disclaimer and Limitation of Liability

12.1 Technology Platform

SuperHerooo operates solely as a technology platform facilitating connections between Customers and independent Experts. The Company does not directly perform home services.

12.2 No Warranty

The Platform is provided on an "AS IS" and "AS AVAILABLE" basis. To the maximum extent permitted by law, SUPERHEROOO PRIVATE LIMITED disclaims all warranties including:

• merchantability
• fitness for a particular purpose
• uninterrupted availability
• accuracy
• reliability
• non-infringement

12.3 Expert Services

Experts are independent service providers. Accordingly, SuperHerooo is not responsible for:

• workmanship
• delays
• negligence
• omissions
• misconduct
• property damage
• personal injury
• contractual disputes between Customers and Experts

12.4 Maximum Liability

To the maximum extent permitted by applicable law, SUPERHEROOO PRIVATE LIMITED's total liability arising out of any claim shall not exceed the lower of:

• INR 10,000; or
• the total amount paid by the Customer for the specific booking giving rise to the claim

12.5 Exclusion of Indirect Damages

To the fullest extent permitted by applicable law, SUPERHEROOO PRIVATE LIMITED shall not be liable for any:

• indirect damages
• incidental damages
• consequential damages
• punitive damages
• exemplary damages
• loss of profits
• business interruption
• data loss
• goodwill
• reputation
• emotional distress

12.6 Force Majeure

SUPERHEROOO PRIVATE LIMITED shall not be liable for failure or delay caused by events beyond its reasonable control including:

• natural disasters
• floods
• earthquakes
• pandemics
• strikes
• internet outages
• cyber attacks
• war
• terrorism
• government restrictions
• power failures

12.7 Statutory Rights

Nothing contained in these Terms excludes any liability that cannot legally be excluded under applicable law.

13. Indemnification

You agree to indemnify, defend, and hold harmless SUPERHEROOO PRIVATE LIMITED, its directors, officers, employees, affiliates, licensors, partners, and agents against all losses, claims, liabilities, damages, penalties, expenses, and legal costs arising from:

• violation of these Terms
• misuse of the Platform
• fraudulent activity
• unlawful conduct
• infringement of intellectual property rights
• violation of third-party rights
• User Content submitted by you
• disputes arising from your actions

This obligation survives termination of your account.

14. Grievance Redressal

SuperHerooo is committed to resolving customer grievances promptly and fairly. For complaints regarding bookings, payments, privacy, Experts, or Platform services, Users may contact:

Reasonable efforts shall be made to resolve grievances within 30 days, subject to applicable law.

15. Governing Law and Dispute Resolution

These Terms shall be governed exclusively by the laws of India. Courts situated in Hyderabad, Telangana, shall have jurisdiction, subject to the arbitration provisions below.

Arbitration

Before initiating court proceedings, the parties agree to attempt amicable settlement. Where disputes remain unresolved, they shall be referred to arbitration under the Arbitration and Conciliation Act, 1996. The arbitration shall:

• be conducted in Hyderabad
• be conducted in English
• be confidential

The parties shall mutually appoint a sole arbitrator. If mutual appointment is not possible, the arbitrator shall be appointed in accordance with applicable law. Nothing contained herein restricts statutory remedies available under the Consumer Protection Act, 2019.

16. Expert Insurance, Health Verification & Accidental Death Benefit

16.1 Nature of the Insurance Scheme

SuperHerooo may facilitate the enrollment of eligible Experts under a Group Personal Accident Insurance Policy, or any other insurance policy, issued and underwritten by a licensed third-party insurance company ("Insurer").

The insurance coverage is provided solely by the Insurer and is governed by the terms, conditions, exclusions, claim procedures, and policy wording issued by the Insurer from time to time.

SUPERHEROOO PRIVATE LIMITED is not an insurance company and does not underwrite, guarantee, or directly provide insurance coverage. Its role is limited to facilitating enrollment, maintaining eligibility records, and assisting in claim coordination, wherever applicable.

Any insurance benefit, including the Accidental Death Benefit, shall be payable only by the Insurer, subject to successful claim verification, policy terms, and the Insurer's approval. The amount payable, if any, shall be determined exclusively by the Insurer under the applicable policy and shall not be treated as a fixed or guaranteed amount by SUPERHEROOO PRIVATE LIMITED.

16.2 Eligibility

An Expert shall be eligible for insurance coverage only if all of the following conditions are satisfied:

• The Expert has successfully completed SuperHerooo's KYC verification and mandatory background verification
• The Expert has submitted valid identity and address documents
• The Expert is an active and approved Expert registered on the SuperHerooo Platform
• The Expert has accepted a booking through the SuperHerooo Platform
• The Expert has successfully logged into the assigned booking through the SuperHerooo application
• The applicable insurance policy is active on the date of the incident

16.3 Health Verification by Mediator

Before assigning an Expert to any work, the SuperHerooo Mediator shall verify that the Expert appears physically fit and capable of performing the assigned work.

If the Expert appears ill, injured, intoxicated, or medically unfit, the Mediator shall not assign the work and shall immediately inform the SuperHerooo Supervisor.

If the Mediator knowingly assigns a visibly unfit Expert and such negligence directly results in the Expert's death or serious injury, the Mediator shall be held responsible under SUPERHEROOO PRIVATE LIMITED's internal policies. SUPERHEROOO PRIVATE LIMITED reserves the right to recover any compensation, damages, losses, or expenses from the Mediator, where permitted by applicable law, and to initiate disciplinary and legal proceedings against the Mediator.

16.4 Coverage Period

Insurance coverage shall commence immediately after the Expert successfully logs into an assigned booking through the SuperHerooo Platform and shall continue only until the booking is completed or the Expert logs out, whichever is earlier.

Travel to or from the Customer's service location — whether before login, after logout, or at any other time — shall not be covered under this insurance benefit. For clarity, no insurance benefit, compensation, or payment of any kind shall be payable in the event of an Expert's death or injury occurring while travelling to or from a service location, regardless of whether the booking had been accepted or was scheduled.

16.5 Accidental Death Benefit

In the unfortunate event of the accidental death of an eligible Expert occurring strictly during the insurance coverage period defined in Clause 16.4 (i.e., after login and before logout/completion of the booking), the third-party Insurer, subject to its policy terms and claim approval process, shall pay the applicable Accidental Death Insurance Benefit to the registered nominee or, where no nominee has been registered, to the lawful legal heir(s).

SUPERHEROOO PRIVATE LIMITED shall only facilitate the claim submission process and assist in coordinating the required documentation with the Insurer. SUPERHEROOO PRIVATE LIMITED shall not be responsible for approving, rejecting, delaying, or paying any insurance claim, as such decisions rest solely with the Insurer.

16.6 Mandatory Reporting of Death

In the event of the death of an Expert during the insurance coverage period, the incident must be reported to the designated SuperHerooo Supervisor within one (1) hour from the time the incident becomes known.

The report may be made by the Customer, Mediator, co-worker, family member, hospital authority, police authority, witness, or any other person having knowledge of the incident. The report shall include, wherever available:

• Expert's Name and Registered Mobile Number
• Booking ID
• Service Location
• Date and Time of the Incident
• Brief Description of the Incident
• Hospital Details
• Police FIR Number (if applicable)
• Name and Contact Number of the reporting person

Failure to report the incident within one (1) hour without reasonable justification may delay or result in rejection of the insurance claim where such delay materially affects the verification process or is inconsistent with the applicable insurance policy.

16.7 Claim Verification

Before any insurance claim is approved, the Insurer, either independently or through its authorized representatives, may conduct a detailed investigation and verification, including but not limited to:

• Verification of KYC and identity documents
• Background verification records
• Booking acceptance and login records
• GPS location and application activity logs
• Customer confirmation
• Police FIR, where applicable
• Hospital records, post-mortem report, and death certificate
• Statements from witnesses or competent authorities
• Any additional documents required by the Insurer or applicable law

SUPERHEROOO PRIVATE LIMITED may assist the Insurer by providing booking records or other relevant information available on the Platform. However, the final decision regarding claim approval, rejection, settlement, or payment shall be made solely by the Insurer.

16.8 Exclusions

No insurance benefit, compensation, reimbursement, or any other monetary payment shall be payable if the Expert's death occurs due to, or arises in connection with, any of the following:

• Travel to or from a service location, whether before login, after logout, or otherwise (as set out in Clause 16.4)
• Suicide or attempted suicide
• Self-inflicted injury
• Any illegal or criminal activity committed by the Expert
• Theft, robbery, or any unlawful act committed by the Expert
• Personal fights, quarrels, assaults, or physical altercations, including fights between Experts, workers, Customers, or third parties
• Consumption of alcohol, narcotic drugs, or prohibited substances, unless medically prescribed
• Death occurring before login, after logout, or after completion of the assigned booking
• Fraudulent acts, forged documents, or concealment of material facts
• War, terrorism, riots, civil unrest, or nuclear incidents, unless specifically covered under the applicable insurance policy
• Any other exclusion specified under the applicable insurance policy

Where the death falls under any of the above exclusions, SuperHerooo shall have no financial liability towards the Expert, nominee, legal heir(s), family members, or any claimant, except where liability cannot legally be excluded under applicable law.

16.9 Payment of Insurance Benefit

If the insurance claim is approved by the Insurer, the insurance proceeds shall be paid directly by the Insurer in accordance with the applicable insurance policy, in the following order of priority:

(a) Registered Nominee: Where the Expert has registered a nominee, the insurance benefit shall be paid directly by the Insurer to the registered nominee after successful claim approval.

(b) No Registered Nominee: If no nominee has been registered, the insurance benefit shall be paid directly by the Insurer to the lawful legal heir(s), subject to submission of:

• Legal Heir Certificate or Succession Certificate (where applicable)
• Identity proof of the claimant(s)
• Death Certificate
• Any other documents required by the Insurer or applicable law

SUPERHEROOO PRIVATE LIMITED shall not be responsible for resolving disputes among nominees, legal heirs, or family members regarding entitlement to the insurance proceeds.

16.10 Role and Liability of SuperHerooo

SUPERHEROOO PRIVATE LIMITED acts solely as a technology platform and facilitator for insurance enrollment and claim coordination. The insurance policy is issued, administered, and settled exclusively by the licensed third-party Insurer. SUPERHEROOO PRIVATE LIMITED shall not be liable for:

• denial or rejection of any insurance claim
• delay in claim processing by the Insurer
• interpretation of policy terms
• insufficiency of insurance coverage; or
• non-payment of any insurance benefit by the Insurer

Any disputes relating to insurance coverage, claim settlement, or payment shall be governed by the terms of the applicable insurance policy and shall be addressed with the Insurer, subject to applicable law.

17. General Provisions

Amendments

SUPERHEROOO PRIVATE LIMITED may update these Terms periodically. Updated Terms become effective immediately upon publication unless otherwise stated. Continued use of the Platform constitutes acceptance of revised Terms.

Severability

If any provision is held invalid or unenforceable, the remaining provisions shall continue in full force and effect.

Entire Agreement

These Terms, together with the Privacy Policy, Refund Policy, Cancellation Policy, and other policies published by SuperHerooo, constitute the complete agreement between the parties.

Waiver

Failure by SUPERHEROOO PRIVATE LIMITED to enforce any provision shall not constitute a waiver of future enforcement.

Assignment

Users may not transfer their rights without prior written consent. SUPERHEROOO PRIVATE LIMITED may assign its rights to affiliates, successors, or acquiring entities.

Electronic Communications

Users consent to receive notices through:

• email
• SMS
• push notifications
• in-app messages
• website announcements

Electronic communications shall satisfy legal communication requirements wherever permitted by law.

Survival

The following provisions survive termination:

• Intellectual Property
• Liability
• Indemnification
• Dispute Resolution
• Privacy Obligations
• Payment Obligations

18. Contact Information