Professional Welfare Policy

Last updated: July 2, 2026

1. Fair Access to Leads

• Every verified Professional with relevant expertise is eligible to receive leads in their sub-category and service area.
• Lead distribution is based on objective matching criteria — expertise, location, and availability — not on payment or favouritism.
• New Professionals receive a visibility boost during their first period on the platform to help them get started.
• ProWala does not sell preferential lead placement. Ranking criteria are publicly disclosed in the Terms of Service (Section 20).

2. Transparent Pricing

• Lead prices are set by ProWala and are clearly displayed before purchase. There are no hidden fees.
• All prices are GST-inclusive. The amount shown is the total you pay.
• Price changes are communicated with advance notice via email and platform notification.
• Professionals can view their complete purchase history and refund records at any time from their dashboard.

3. Fair Refund Process

• Refund requests are reviewed based on objective platform evidence — not on admin discretion alone.
• Every refund decision includes a clear reason.
• Disputed refund decisions can be escalated to the Grievance Officer.
• Refunds for eligible leads are processed within 5–7 business days via Razorpay to the original payment method.

4. Safe Working Environment

• ProWala maintains a zero-tolerance anti-discrimination policy. Professionals must not be subjected to discriminatory treatment by Customers on the platform.
• Professionals can report abusive or harassing Customers. ProWala will investigate and take action, including suspending Customer accounts where warranted.
• Sexual harassment of Professionals is a serious violation. Reports are handled confidentially under ProWala's POSH commitment (see Terms of Service Section 18).
• Customer contact details are protected — they are only revealed after the Customer taps "Yes, Connect", ensuring Professionals are not exposed to unverified contact information.
• Verified Professionals may be asked to send a live arrival photo in chat for on-site visits. Misuse, including fake or pre-recorded images, may result in account action.

5. Profile Ownership and Portability

• Professionals retain ownership of all content they upload to their profile (bio, photos, work samples, FAQs).
• ProWala may use Professional profile content solely to display it on the platform and in marketing materials (with attribution).
• Professionals may request a copy of their profile data at any time by emailing privacy@prowala.in.
• On account deletion, Professional profile data is removed from public display within 24 hours and fully deleted within 90 days, in accordance with the Privacy Policy.

6. Identity and Document Security

• BGV identity documents (Aadhaar as primary identity proof, plus company registration where applicable) are stored in Tbl_BlobFile on Azure Database for MySQL. They are not application-encrypted so admins can verify identity; access is restricted to authorised admin staff and every view/download is audit-logged. Profile photos are reviewed against Aadhaar during onboarding. See our Privacy Policy for full security details.
• ProWala does not share Professional identity documents with Customers or third parties.
• Document access is logged for security auditing purposes.
• ProWala will notify Professionals if their documents are accessed as part of a law enforcement request.

7. Communication and Support

• Professionals can contact ProWala support at any time via support@prowala.in.
• Support responses are provided within 48 hours on business days.
• Platform updates, policy changes, and important announcements are communicated via email and in-app notifications with reasonable advance notice.
• Professionals can report platform bugs or issues directly to support@prowala.in and will receive an acknowledgement within 24 hours.

8. Account Status and Termination

• ProWala will not suspend or terminate a Professional's account without a reason.
• Professionals will be notified of the reason for any account action and given an opportunity to respond before permanent termination, except in cases of serious or illegal violations.
• Professionals who believe their account was suspended unfairly may appeal to the Grievance Officer.

9. No Exclusivity

ProWala does not require Professionals to work exclusively on its platform. Professionals are free to use other platforms, maintain independent client relationships, and run their own businesses.

10. How to Raise a Concern