Terms of Service (User Agreement)

1. Definitions and Role Clarification

ZipDone (hereinafter "the Platform") is a technology aggregator and marketplace. It is not a cleaning company and does not employ cleaners directly.

• Super-Admin: The platform operator responsible for verification, dispute resolution, and system maintenance.
• Company (Service Provider): A legally registered cleaning entity in the UAE that manages Teams and Workers.
• Worker (Cleaner): An individual registered under a Company to execute orders.
• Client (Customer): Any individual or entity using the mobile application to book cleaning services.
• Order (Booking): A contract for services between a Client and a Company facilitated by the Platform.

2. Account Registration and Verification

2.1 Registration via Phone OTP

Access to all roles is strictly controlled via Phone OTP (One-Time Password) sent via WhatsApp or SMS.

• Companies and Workers operate on an invite-only basis.
• Clients may register via the mobile application but must verify their UAE phone number (+971) to finalize their profile.

2.2 Company Onboarding (KYC)

Companies must complete a mandatory onboarding process. This includes uploading a valid UAE Trade License and an ID Copy of the authorized signatory.

• Verification Status: Accounts remain in "Pending" status until a Super-Admin manually approves the documents.
• Stripe Connect: To receive payments, Companies must complete Stripe Express Onboarding. Failure to maintain an "Active" Stripe status will result in the inability to receive new order offers.

3. The Booking and Matching Process

3.1 Order Creation

Clients book services by specifying property type (Apartment/Villa), duration (hours), and the number of cleaners requested. The platform applies a base rate of 40 AED per hour per cleaner.

3.2 Priority Matching Algorithm

The Platform utilizes a proprietary Priority Matching Algorithm to assign orders. Factors affecting the match include:

• Geographic Zones: Whether the address falls within a Company’s Primary or Secondary service zones.
• OrderScore: A Company’s internal metric based on historical performance. Scores increase for accepted/completed orders (+10 to +20) and decrease for rejections (-20) or false completion reports (-100 to -150).
• Team Capacity: The Company must have an active team where the member_count is greater than or equal to the cleaners_requested.
• Schedule Exceptions: The system checks company_schedules and schedule_exceptions (Asia/Dubai time) to ensure availability.

3.3 Acceptance Deadlines

• Offer Window: A Company has 120 seconds to accept an incoming offer.
• Team Assignment: Once accepted, the Company has 15 minutes to assign a specific team. If no team is assigned within this window, the order is returned to the "Matching" pool.

4. Financial Terms and Payments

4.1 Payment Lifecycle

• Authorization (Hold): Upon booking, a PaymentIntent is authorized to hold the total_price on the Client’s card.
• Capture (Settlement): Funds are captured when the order moves to In Progress (when the team is assigned or the work starts).
• Commission: ZipDone retains a 5% platform commission on every transaction.

4.2 Tips (Gratuities)

• Clients may leave tips (5%, 7%, 10%, or custom) if they rate the service 4 or 5 stars.
• Direct Payout: Tips are distributed equally among all workers in the assigned team and transferred directly via Stripe, bypassing the Company's accounts.

4.3 Refunds

• Full Refunds: Issued if the Company cancels an order in progress or if an Admin rules in favor of the Client in a dispute.
• Partial Refunds: An Admin may issue a 50% refund during dispute resolution.
• Vouchers: Compensation may be provided via a voucher code (ZD-XXXX) with a 365-day validity.

5. Service Execution and Quality

5.1 Worker Lifecycle

• Workers must use the "Start" and "Complete" buttons to track progress. They are encouraged to upload before and after photos for audit purposes.
• Grace Period: There is a 1-hour grace period after the scheduled end of an order before it may be auto-completed by the system.

5.2 Team Borrowing

Managers may temporarily move a Worker from one team to another to meet order requirements. The system will automatically return the Worker to their "Home Team" upon order completion.

6. Disputes and Resolution

A dispute may be opened by the Client or the Company if the rating is 3 stars or lower.

• Deadline: Disputes regarding completion must be opened within 1 hour of the "Completed" status.
• Admin Power: The Super-Admin has the final authority to:
  • Force cancel an order.
  • Deactivate users (Client or Company) found to be in violation of terms.
  • Redistribute funds via transactions.

7. Liability and Conduct

• Legality of Workers: The Company bears full and sole responsibility for the legal status (visas, work permits) of its Workers in the UAE.
• Safety: Workers must not be under the influence of alcohol or unfit for work. Managers must monitor their staff’s status (active, sick, vacation).