BharatNeed

Merchant Code of Conduct

Last updated: 23 September 2026

This Code of Conduct applies to every business ("Merchant", "Business", "you") that lists services on Bharat Need. It sets out the standards we expect so customers can trust every business on the platform, and explains what happens when those standards aren't met. It supplements, and doesn't replace, our Terms & Conditions.

1. Who this applies to

This Code applies to the business itself and to everyone acting on its behalf on the platform — owners, managers, and any employee or specialist fulfilling bookings through Bharat Need. A Business is responsible for ensuring its entire team follows this Code.

2. Accurate listings & pricing

  • List only services you're actually able to deliver, at prices you intend to honour.
  • Keep your catalogue, pricing, discounts, and availability up to date — don't let stale listings mislead customers.
  • Don't inflate a listed price and then offer an "on-the-spot discount" to appear cheaper than competitors.
  • Represent your business accurately — real photos of your storefront/work, genuine service descriptions, and your actual operating hours.

3. Honouring bookings

  • Accept or decline an order promptly — don't leave customers waiting past the acceptance window.
  • Once accepted, honour the agreed time, price, and scope of service. If something genuinely can't be delivered, cancel through the app with a clear reason rather than leaving the customer stranded.
  • Add-on services during a visit must be with the customer's clear agreement and reflected honestly in the final order total — never charged for cash "on the side" outside the order.
  • Don't repeatedly cancel accepted orders — a pattern of cancellations affects your standing on the platform and the trust customers place in it.

4. No circumventing the platform

  • Don't ask customers who found you on Bharat Need to book or pay you directly outside the app to avoid platform fees.
  • Don't use contact details exchanged for a booking (phone number, address) to solicit off-platform business unrelated to that order.
  • Don't discourage customers from leaving a review, or offer incentives in exchange for a specific rating.

5. Service & staff standards

  • Only assign staff who are actually trained and equipped to perform the booked service.
  • Maintain basic hygiene, safety, and professionalism standards appropriate to your trade, especially for at-home visits.
  • Staff representing your business on a booking should be polite, punctual, and identifiable (e.g. show the verification code/token when asked).
  • You're responsible for your team's conduct on a job, including their behaviour, safety practices, and use of any tools or products.

6. Fair treatment of customers

  • No discrimination against a customer based on gender, religion, caste, disability, or any other protected characteristic.
  • No harassment, threats, or abusive behaviour toward customers, in person or through in-app messages.
  • Be transparent about any additional charges before they're incurred — no surprise fees at the end of a job.

7. Reviews & ratings integrity

  • Don't post fake reviews for your own business, or negative reviews on competitors.
  • Don't pay for, or otherwise incentivise, reviews — genuine feedback is what keeps the marketplace trustworthy for everyone.
  • You may respond professionally to a customer's review, but may not have it removed simply for being unfavourable; use our reporting flow if a review is genuinely fraudulent or abusive.

8. Legal & regulatory compliance

  • Hold whatever licenses, registrations, or certifications your trade legally requires (e.g. GST registration where applicable).
  • Comply with local labour law for anyone you employ, including fair wages and safe working conditions.
  • Don't list or offer any service that is illegal, unsafe, or restricted.

9. Customer data

Any customer information you receive through a booking (name, phone number, address) may be used only to fulfil that booking. Don't store it for unrelated marketing, share it with third parties, or use it to contact the customer once the order is complete, except for legitimate after-service follow-up on the same order.

10. Enforcement & consequences

Depending on the nature and severity of a violation, Bharat Need may:

  • Send a warning and request corrective action.
  • Temporarily suspend your listing, new bookings, or payouts pending investigation.
  • Permanently remove your business from the platform for serious or repeated violations (e.g. fraud, safety incidents, harassment).
  • Withhold or reverse payouts related to a fraudulent or disputed order, and, where the law requires, report the matter to the relevant authorities.

We aim to be fair and give businesses a chance to respond before serious action is taken, except where immediate action is needed to protect customers.

11. Reporting a concern

If you're a customer, employee, or another business and you believe a Merchant has violated this Code, please report it through the app's support option or by emailing us using the details below — include the order number where relevant so we can investigate quickly.

12. Changes to this Code

We may update this Code from time to time to reflect new policies or regulatory requirements. We'll post the updated Code here with a revised "Last updated" date, and notify registered businesses of material changes through the Company App.

13. Contact us

Questions about this Code of Conduct?

Bharat Need
Email: [email protected]
Address: Jaipur, Rajasthan, India