How It Works & Policies

How to put a request

You have two ways to get service:

• Search for Providers: Use the search bar on the homepage to find providers by category (e.g., "Plumber") and location (e.g., "Nugegoda"). You can then browse their profiles and contact them directly.
• Post a Service Request: Click the "Post a Service Request" button. Fill out the form with your name, contact details, category, location, and a clear description of your problem.

How to get quotes in email

When you post a Service Request, verified providers who serve your area can see it. When a provider sends you a quote, we will immediately send you an email notification. This email will contain the provider's quote (cost and notes) and a secure link to their "Trust Profile."

Your Responsibility as a Client

**IMPORTANT DISCLAIMER:** Contacting and selecting service providers is solely the client's responsibility. `ondemand.lk` is a third-party bridging platform. We provide "Trust Profiles" with verification status and past reviews to help you make an informed decision, but we do not employ, guarantee, or endorse any individual provider.

Guide to Register (Our Verification Process)

1. Click the "Register as Provider" button on the homepage.
2. Fill in your full name, email, mobile number, district, city, and a secure password.
3. Select all the service categories you are skilled in.
4. After registering, go to "My Profile" to upload your verification documents (NIC, Proof of Address, etc.).
5. Our team will review your documents (Document Review).
6. If your documents are pre-approved, we will send you an email with our bank details to pay the **LKR 1,200/category/year** fee. This filters out non-serious users.
7. Once you pay the fee, our team will schedule a 5-minute video call (Zoom/WhatsApp) for the final face-to-NIC verification.
8. After the call, your profile is activated and you are "Verified"!

Our Launch Offer

To celebrate our launch, if you register and pay for 3 categories (LKR 3,600), you will get **1 Month of "Featured Provider" advertising for FREE!**

Guide to Search for Client Requests

• Log in to your provider account.
• The homepage will show the "Latest Service Requests" feed.
• You can also use the search bar to filter requests by category or location that match your skills.

How to Make Quotes

• When you see a request you want to do, click "Make an Offer."
• A form will pop up. Enter your estimated "Materials Cost" (if any) and your "Labor Cost." The total will be calculated.
• Write a clear, professional note to the client. Explain what you will do, when you are available, and any other important details.
• Submit your quote. The client will be notified by email and can view your profile.

Our services are not free for providers. We charge clear, simple fees to maintain a high-quality, professional, and trusted network. All charges are in Sri Lankan Rupees (LKR).

1. Provider Verification Fee

• Charge: LKR 1,200 / per year / per category.
• Example: If you are a verified "Plumber" and also want to be listed as an "Electrician," your total annual fee is LKR 2,400.
• What you get: Your profile is verified and listed as "active" in that category, allowing you to appear in search results and send quotes for jobs in that category.

2. "Featured Provider" Ad Fee

• Charge: LKR 2,000 / per month / per category / per district.
• Example: A "Plumber" in "Colombo" who also wants to be featured for "Plumbing" in "Gampaha" would pay LKR 4,000 per month.
• What you get: Your ad appears in the "Featured Providers" box on our homepage and at the top of search results for that specific category and district.

3. "Sponsor" Ad Fee (For External Businesses)

• Charge: LKR 12,000 / per month / per district.
• Who is this for: This is for external businesses (like hardware stores, material suppliers) who are not service providers.
• What you get: Your ad appears in the "Sponsored" box on our homepage for *all users* in that district, regardless of the category they search for.

`ondemand.lk` takes trust and safety seriously. If you have an issue with a user (client or provider) that you cannot resolve, you may file a complaint using the "Complaints" button.

Our Process

1. Submission: You must file a complaint with the Job ID (if applicable) and a clear description of the issue.
2. Initial Review: Once a complaint is received, an `ondemand.lk` Support Officer will contact you for details.
3. Your Duty to Comply: Complying and providing information (such as photos, messages, or other evidence) is your duty. If you fail to provide information, we may be unable to resolve the dispute and may close the case.
4. Consequences: If a user is found to be in violation of our terms, or refuses to cooperate with an investigation, `ondemand.lk` reserves the right to issue warnings, or temporarily or permanently ban the user's account.
5. Arbitration & Legal Action: `ondemand.lk` is just a platform that provides bridging as a third party. If a complaint handling process goes over our capability, we may forward you to a third-party arbitration service. For serious legal or criminal matters, we will put both parties to legal resolvement by yourselves.

By using the ondemand.lk website and services ("Platform"), you agree to be bound by these Terms and Conditions. If you do not agree, you must not use this platform.

1. Our Role as a Platform

You acknowledge that `ondemand.lk` is a third-party bridging platform. Our service is to connect Clients seeking services with Service Providers who wish to offer them. We are not an employer, contractor, or agent for any Client or Service Provider. We do not perform the services ourselves.

2. User Responsibilities

• You must be at least 18 years old to use this Platform.
• You agree to provide accurate, current, and complete information during registration and to update such information to keep it accurate.
• You are responsible for all activity on your account.

3. Client-Provider Interactions

Contacting and selecting a service provider is solely the client's responsibility. While we vet providers and provide "Trust Profiles," we do not guarantee the quality, safety, or legality of the services provided. Any agreements, contracts, or transactions are strictly between the Client and the Service Provider.

4. Dispute Resolution

We provide a dispute mediation service as outlined in our "Complaint & Dispute Policy." You agree to cooperate in good faith with this process. We reserve the right to ban any user who does not comply. If our internal process cannot resolve the issue, we may suggest third-party arbitration or advise parties to seek their own legal resolvement.

5. Termination

We may, in our sole discretion, temporarily or permanently ban your account or suspend your access to the Platform at any time, with or without notice, for any reason, including, without limitation, breach of these Terms or our Complaint Policy.

ondemand.lk is committed to protecting your privacy and handling your personal data in accordance with Sri Lanka's Data Protection Act (DPA).

1. What Data We Collect

• Clients: Name, phone number, email address, location, and service request details.
• Providers: Name, phone, email, address, NIC details (for verification, not stored publicly), qualifications, skills, and bank details (if applicable).

2. How We Use Your Data (Purpose)

• To create and maintain your account.
• To connect Clients with Providers (e.g., sending your quote via email).
• To verify the identity of our Service Providers (as per our "Trust Engine" promise).
• To process complaints and resolve disputes.
• To manage payments for subscription fees and ads.
• To communicate with you about your account or services.

3. Your Consent

By registering an account or submitting a request, you provide explicit consent for us to collect and process your personal data for the purposes stated above.

4. Data Sharing

We only share data as necessary to make the platform work. * A Client's request details are shared with Providers so they can quote. * A Provider's profile (but not their private contact info) is shared with a Client when they quote. We will *never* sell your personal data to third-party marketers.

5. Your Rights under the DPA

You have the right to:

• Access: Request a copy of the personal data we hold about you.
• Rectification: Request correction of inaccurate data (Providers can do this via their "My Profile" page).
• Erasure: Request the deletion of your data, subject to any legal obligations we have to retain it.

To exercise these rights, please email us at `support@ondemand.lk`.

6. Data Security

We take reasonable technical measures to secure your data, including password hashing and secure connections. Our admin team is trained in data privacy to ensure your information is handled with care.