📌HomeBot Terms of Responsibility and Dispute Resolution1. Platform StatusHomeBot is a technology platform that connects users with independent service providers for household services.
Service providers using the platform are independent contractors and not employees of HomeBot. They decide whether to accept orders, manage their own availability, and are responsible for how services are performed.
HomeBot provides the technology infrastructure, payment processing, service standards, quality control, and user support.
2. Service Provider ScreeningBefore being allowed to provide services through the platform, service providers may undergo screening, including identity verification, contact verification, interviews, skills assessment, and training on service standards and safety.
HomeBot takes reasonable steps to screen and monitor service providers but cannot guarantee the complete absence of risks.
3. General Responsibility PrincipleHomeBot aims to provide a safe, reliable, and professional service.
All complaints and disputes are evaluated based on available factual evidence, service records, photographs, video recordings where available, and explanations from the parties involved.
No user, service provider, or other party will be considered responsible solely on the basis of an allegation before the available facts have been reviewed.
4. Limitation of LiabilityTo the extent permitted by applicable law, HomeBot’s total liability related to a single service is limited to a maximum of USD 200 or its equivalent in local currency.
Where compensation is determined to be appropriate, it may include repair, replacement, service credit, or monetary reimbursement, depending on the circumstances.
Nothing in these Terms limits any rights or remedies that cannot legally be limited under applicable Indonesian law.
5. Exclusion of Indirect DamagesTo the extent permitted by applicable law, HomeBot is not responsible for indirect or consequential losses, including loss of profit, loss of business opportunity, or emotional distress arising from the use of the platform or services.
6. Personal Belongings & Property SecurityUsers are responsible for securing valuables and personal belongings before the service begins, including cash, jewelry, documents, electronics, antiques, and other valuable items.
HomeBot and its service providers provide household services and do not act as a security, guarding, or property supervision service.
Users are responsible for providing any necessary instructions regarding access to the property, doors, gates, locks, keys, security systems, alarm systems, or any other specific security procedures.
HomeBot is not responsible for property reported as missing, lost, or stolen unless available evidence reasonably establishes that the loss was directly caused by the actions, misconduct, or negligence of a HomeBot service provider in connection with the service.
Reports of missing or stolen property will be investigated based on available evidence, which may include service records, photographs, CCTV footage where available, statements from the user, service providers, property staff, witnesses, and other relevant persons.
A report that property is missing, by itself, does not establish that theft occurred or that HomeBot or a service provider is responsible for the loss.
7. Service VerificationFor quality control, safety, and dispute resolution, HomeBot may record service-related information including check-in and check-out times, location data, service checklists, before/after photographs, completion photographs, communications related to the order, and other relevant service records.
Such records may be reviewed when investigating complaints or incidents.
8. Damage or Missing Property ReportingUsers should report any property damage, loss, or missing property as soon as reasonably possible and preferably within 24 hours after service completion.
Reports should include, where available:
- a description of the incident;
- photographs or video evidence;
- the approximate value of the damaged or missing property;
- proof of ownership or purchase where reasonably available;
- the approximate time when the item was last seen;
- information about other persons who had access to the property; and
- any other information reasonably necessary to investigate the claim.
HomeBot may request additional information before determining responsibility or compensation.
9. Incident Investigation Protocol
When a complaint or incident is reported, HomeBot may:
- register the incident;
- request evidence and information from the user;
- obtain explanations from the service provider;
- review service records and available photographs;
- review CCTV footage where available;
- speak with relevant witnesses or other persons where appropriate; and
- assess the available facts before making a decision.
Typical review time is 24–72 hours, although complex cases may require additional time.
A decision regarding responsibility or compensation will be based on the available evidence and circumstances of the incident.
10. Service Provider ResponsibilityService providers are personally responsible for their conduct while performing services.
If misconduct, theft, intentional damage, serious negligence, fraud, or another serious violation is reasonably confirmed through an investigation, HomeBot may suspend or permanently remove the service provider from the platform and may cooperate with law enforcement or other relevant authorities.
11. Protection of Service ProvidersService providers must be treated fairly during any investigation.
An allegation alone does not establish responsibility.
HomeBot will not impose sanctions for alleged theft, damage, loss, or other serious misconduct solely on the basis of an unsupported accusation.
HomeBot may take appropriate action regarding fraudulent, knowingly false, abusive, or malicious complaints, including restriction or suspension of a user account where appropriate.
Nothing in this section prevents HomeBot from taking temporary safety measures while a serious incident is being investigated.
12. Personal Data ProtectionHomeBot takes reasonable measures to protect the personal data of users and service providers.
Personal information will only be collected, used, stored, or disclosed for legitimate purposes connected with providing the service, safety, dispute resolution, legal compliance, or other purposes permitted by applicable law.
Where required by law or a lawful request from competent authorities, HomeBot may provide relevant information to such authorities.
13. Complaint and Pre-Dispute ResolutionUsers are encouraged to submit complaints to HomeBot support before initiating formal dispute proceedings so that HomeBot has an opportunity to investigate and attempt to resolve the matter.
HomeBot will normally review a formal claim within up to 7 business days after receiving the information reasonably necessary to investigate it.
This provision does not restrict any mandatory consumer rights or legal remedies available under Indonesian law.
14. Dispute ResolutionIf a dispute cannot be resolved directly between the user and HomeBot, the parties may seek resolution through mediation, arbitration, an appropriate consumer dispute resolution body, or the courts, as available under applicable Indonesian law.
Where both parties voluntarily agree to arbitration or another alternative dispute resolution procedure, the dispute may be handled through that procedure in accordance with applicable law.
15. Force MajeureHomeBot is not responsible for delays, interruptions, or inability to provide services caused by circumstances beyond its reasonable control, including natural disasters, severe weather, infrastructure failures, internet or telecommunications outages, government actions, civil disturbances, or other force majeure events.
16. Governing LawThese Terms and any disputes arising from the use of HomeBot or services provided through the platform are governed by the laws of the Republic of Indonesia, subject to any mandatory rights available to consumers under applicable law.
17. Changes to TermsHomeBot may update these Terms from time to time.
Updated Terms will apply from the date they are published or otherwise communicated to users and will not retroactively change the terms applicable to services completed before the updated Terms took effect, unless required by applicable law.
