Terms of Service

Last updated: October 6, 2026

1. Introduction

Welcome to ProWala ("Platform", "we", "us", "our"), operated by Prowala Software Solutions LLP, a Limited Liability Partnership registered in India (LLPIN ACZ-0181) with its registered office at Flat 145/D-7, Nisarg CHS, Thane Ghodbunder Road, near Tikuji Ni Wadi Road, Manpada, Thane, Maharashtra 400607, India. By accessing or using ProWala, you agree to be bound by these Terms of Service ("Terms"). If you do not agree, please do not use the Platform.

2. Definitions

• "Customer" — A user who submits a Request for Quotation (RFQ) seeking professional services.
• "Professional" / "Pro" — An independent professional registered on ProWala to offer services.
• "Lead" — A Customer's RFQ that is made available to matching Professionals for purchase.
• "Lead Credit" — Non-cash credit issued as a refund for eligible leads.
• "Platform" — The ProWala website, mobile applications, and associated services.

3. Eligibility

• You must be at least 18 years old to use ProWala.
• You must provide accurate and truthful information during registration.
• Professionals must provide valid identity and business documents for background verification.

4. Platform Nature — Intermediary

5. How the Lead-Based Model Works

1. A Customer submits an RFQ with details about their service requirement.
2. ProWala matches the RFQ to relevant Professionals based on sub-category and location.
3. Professionals can view anonymized lead details and choose to unlock a lead by paying a fee.
4. Once unlocked, the Customer's full details are revealed and a chat room is created.
5. A maximum of 5 Professionals can unlock any single lead.
6. Leads expire 24 hours after creation if not purchased.

6. Payment Terms

• All payments are processed securely by Razorpay, a PCI-DSS compliant payment gateway.
• Lead prices are GST-inclusive. The price displayed includes 18% GST.
• ProWala does not store your card, UPI, or bank details — Razorpay handles all payment data.
• Payments are non-refundable except as stated in the Refund Policy.

7. Refund Policy

Refunds are governed by our Refund & Cancellation Policy. Key points:

• A purchased lead becomes valid only when the customer taps Yes, Connect.
• Customer contact remains locked until customer confirmation.
• Eligible refunds are issued as cashback via Razorpay.
• Refund requests are reviewed based on in-app events and outreach compliance.

8. Professional Obligations

• Provide accurate and truthful profile information and credentials.
• Respond to purchased leads promptly, ideally within 24 hours.
• Maintain professional conduct in all communications.
• Do not share Customer details outside the Platform.
• Do not attempt to circumvent ProWala to avoid lead fees (e.g., asking customers to contact directly before purchase).
• Professionals are independent service providers, not employees of ProWala.
• Professionals are responsible for their own taxes, insurance, and regulatory compliance.
• For on-site or home visits, send a live arrival photo in chat when requested by the Customer or prompted by the Platform, using the in-app camera only.
• Do not use false, misleading, or pre-recorded images to misrepresent your identity at a visit.

9. Customer Obligations

• Provide accurate RFQ details, including valid contact information.
• Do not submit fake or spam RFQs.
• Do not use the Platform to harass or spam Professionals.
• For on-site or home visits, use in-app identity tools (including Share arrival photo in chat) to verify the Professional before allowing entry or sharing physical access.

10. On-site Visits & Identity Safety

Some leads may require a Professional to visit a Customer's premises. ProWala provides in-app tools to help users make informed decisions, but does not supervise in-person meetings and is not a security or escort service.

• After a Customer taps Yes, Connect, the Customer may see a Verified contact card showing the Professional's name, company, and profile photo. This reflects ProWala's onboarding verification status — not real-time identity confirmation at the doorstep.
• For on-site or home visits, Customers should ask the Professional to use Share arrival photo in chat and compare that live image with the profile photo before allowing entry.
• Professionals may be prompted to send a live arrival photo captured through the in-app camera (not from the photo gallery).
• ProWala does not perform automated face matching on arrival photos, guarantee that the person at the door matches the profile, or verify identity in real time during a visit. Users remain responsible for their own safety decisions.
• Misuse of identity or arrival-photo features may result in account suspension or termination.

11. Intellectual Property

• The ProWala name, logo, and platform design are the intellectual property of ProWala.
• Professional profiles and content remain owned by the respective Professionals, with a license granted to ProWala for display on the Platform.
• User reviews are owned by the reviewer with a license granted to ProWala.

12. Limitation of Liability

13. Indemnification

You agree to indemnify and hold harmless ProWala, its partners, and employees from any claims, damages, or expenses arising from:

• Your use of the Platform.
• Your violation of these Terms.
• Any services provided by Professionals (if you are a Customer) or any claims from Customers (if you are a Professional).

14. Account Termination

• ProWala may suspend or terminate accounts that violate these Terms.
• Users may request account deletion at any time by contacting support.
• Pending refund or cashback claims may be rejected or closed if the account is terminated for cause, subject to applicable law and the Refund Policy.

15. Dispute Resolution

• These Terms are governed by the laws of India.
• Any disputes shall be subject to the exclusive jurisdiction of the courts in Thane, Maharashtra.
• Parties agree to attempt mediation before initiating legal proceedings.

16. Modifications

ProWala reserves the right to modify these Terms at any time. Changes will be notified via email or Platform notification with 30 days' notice. Continued use of the Platform after the effective date constitutes acceptance of the revised Terms.

17. Content Moderation Policy

ProWala is committed to maintaining a safe, professional, and trustworthy marketplace environment. The following content and conduct rules apply to all users:

17.1 Prohibited Content

Users must not post, upload, or transmit any content that:

• Is defamatory, abusive, obscene, threatening, or hateful.
• Promotes discrimination based on race, gender, religion, caste, disability, or sexual orientation.
• Contains sexually explicit material.
• Infringes third-party intellectual property rights (copyrights, trademarks, patents).
• Is false, misleading, or intended to deceive other users.
• Contains malware, phishing links, or any malicious code.
• Impersonates another person or entity.
• Contains personal data of third parties without their consent.
• Promotes any illegal activity or violates any applicable law.

17.2 Enforcement & Takedown

ProWala reserves the right to:

• Remove or disable any content that violates these guidelines, without prior notice.
• Suspend or terminate accounts of repeat or serious offenders.
• Report violations to relevant law enforcement agencies as required by law.

17.3 Grievance Mechanism

Our designated Grievance Officer oversees content moderation and handles complaints regarding objectionable content. Complaints acknowledged within 24 hours and resolved within 15 days.

18. Prevention of Sexual Harassment (POSH)

ProWala is committed to a safe, respectful, and harassment-free environment for all users, in accordance with the Sexual Harassment of Women at Workplace (Prevention, Prohibition and Redressal) Act, 2013 and broad anti-harassment principles.

• Any form of sexual harassment — including unwelcome sexual advances, requests for sexual favours, sexually coloured remarks, or any other unwelcome verbal, non-verbal, or physical conduct of a sexual nature — is strictly prohibited on the Platform, including in chat rooms and communications.
• ProWala will immediately suspend the account of any user found engaging in sexual harassment, pending investigation.
• Users can report harassment to support@prowala.in or via the Grievance Officer. All reports are treated with strict confidentiality.
• ProWala will cooperate with law enforcement authorities in any investigation related to harassment complaints.
• Retaliating against a person who files a harassment complaint is a separate violation that may result in permanent account termination.

19. Contact

20. Ranking and Search Transparency

In accordance with the Consumer Protection (E-Commerce) Rules, 2020, ProWala discloses the following parameters used to determine the ranking and display order of Professionals in search results and browse listings:

1. Category & Service Match: Only Professionals offering the requested service or category are shown.
2. Location Relevance: Professionals serving the Customer's locality, city, or state appear higher when location is known.
3. Price Fit: When the Customer provides a budget, Professionals within that budget appear higher. Professionals above the budget are still shown but ranked lower.
4. Customer Ratings: Higher-rated Professionals appear higher. Ratings are weighted by the number of reviews to ensure reliability (a minimum of 3 reviews is required for a rating to affect the match score). Ranking uses review tiers: Professionals with 3 or more reviews appear first, then Professionals with 1–2 reviews, then Professionals with no reviews. Within each tier, location, price fit, experience, and other match factors determine order.
5. Experience: Years of professional experience in the listed field serves as a tiebreaker.
6. New Professional Visibility: New Professionals (fewer than 3 reviews, account created within the last 60 days) may receive a temporary visibility boost. This boost only affects their position relative to other new Professionals without sufficient reviews — it does not place them above established Professionals with verified review history.