Terms and Conditions

Article 1 - Definitions and Terms

Customer: Individuals who have requested services through the Karikhan app.
Expert: Individuals who have offered their availability to provide services through the Karikhan app.
User: A person who is connected to the Karikhan app via communication technology and benefits from Karikhan’s software services.
Users: Customers and experts
Company: The provider of the Karikhan service
Karikhan: The service provided by the Karikhan company.
Account: An account created by individuals to use the Karikhan service within the Karikhan app.
Credit: The amount that users have in their account to use the Karikhan service.
Confidential Information: Information provided to Karikhan by users, customers, and experts, such as phone numbers, addresses, email addresses, etc.

Article 2 - User Account

By registering on Karikhan, the user agrees that they have fully read and accepted the rules and regulations of Karikhan. These rules may change over time, and the continued use of Karikhan by users constitutes acceptance of any changes to these rules and regulations.
To use Karikhan, each user must create a user account on Karikhan. Only individuals over 18 years old and with legal capacity are allowed to create a user account on Karikhan.
To use Karikhan, the user must register their first name, last name, email address, and mobile number in the Karikhan app. The user agrees to provide accurate and up-to-date information in the Karikhan service.
Each individual can have only one user account as a customer on Karikhan.
The user is responsible for all activities conducted through their user account on Karikhan or other services related to Karikhan.
The user is responsible for maintaining the security of their account information, including username and password. In case of loss or theft of account information, the user must notify the company as soon as possible. It is understood that until the company is notified, the user will bear responsibility for all activities conducted through the account.
The user may not allow other individuals or legal entities to use their account or transfer their account to another person or company.
Under certain circumstances, the user may be asked to verify their identity to use the service. In such cases, if the user does not provide sufficient information to the company, the company may block the account and refuse to provide the service to the user.

Article 3 - Use of Karikhan

Karikhan undertakes, while providing its services, to refrain from smoking or any inappropriate activity that may cause discomfort to the customer.
By using the Karikhan service, the user agrees not to use Karikhan for any illegal activity under the laws of the Islamic Republic of Iran or contrary to societal norms. The user is prohibited from carrying prohibited items, including alcoholic beverages, narcotics, weapons, or other items or animals not allowed under the laws of the Islamic Republic of Iran.
The user (customer) is obligated to inform the expert user of any unusual requests or the presence of birds or other animals at home before agreeing to the service. Otherwise, if such cases are encountered after the service request is accepted and the expert arrives at the location, the expert is entitled to cancel (refuse to perform) the order, and the customer is responsible for compensating any resulting damages.
The user agrees never to use the Karikhan service in a way that harms Karikhan or its partners.
The user accepts that Karikhan may use SMS messages as a means of communication with them. The user may request to stop receiving these messages but acknowledges that opting out may cause issues with using the service.
Karikhan may provide codes as gifts to the user, which, when entered in the app, may reduce a portion of the service fee, return a portion of the service fee to the user, or add a specific amount to the user’s Karikhan account.
The user agrees not to transfer or sell the codes to others. The user is also prohibited from publicly sharing these codes (even if Karikhan has published them publicly), unless Karikhan has officially granted permission.
The user agrees that any credit in their account, obtained through any method (e.g., bank gateway top-up, promotional codes provided by Karikhan, or other methods), can only be used for Karikhan services and cannot be withdrawn as cash.
The user agrees that codes provided to increase credit or reduce service costs may expire. Since Karikhan does not charge users for these codes, the company reserves the right to change the value or effect of these codes even after issuance or to cancel them if necessary. Additionally, if the company determines that a code was used due to a technical error, violation, or illegal activity, it may cancel the code or the credit added to the user’s account as a result.
The user is responsible for providing the necessary internet connection and hardware and for covering the associated costs to use the Karikhan service.
The user (customer) agrees to specify the desired expert’s availability time and gender in advance so that Karikhan can schedule and dispatch the expert according to the customer’s request.
The user agrees not to use any information obtained from customers or Karikhan through the service after completing the service. Storing such information on a mobile device or by any other means is also against Karikhan’s rules. The user also agrees to use information from customers or experts only when necessary during the service. Any use of this information must comply with societal norms and the laws of the Islamic Republic of Iran.
By using the Karikhan service, the user agrees not to use the service as a channel for advertising or marketing personal products and to refrain from introducing or selling their own or others’ products during the service.
The user agrees to comply with all Islamic, religious, ethical, and social laws of the Islamic Republic of Iran, including observing appropriate hijab when using Karikhan.
The user acknowledges that they have read Karikhan’s privacy policy and accept its terms.
The user agrees that Karikhan is not a cleaning service but a software platform that facilitates the connection between customers and experts to agree on service delivery. In the Karikhan service, the expert is free to accept or reject a customer’s request, and the customer is free to cancel the service after sending the request and confirming the expert, but before the expert departs. Therefore, any service performed between the customer and expert should be considered an independent and binding contract between them.
Karikhan services may be offered in collaboration with other companies whose services Karikhan does not control. In such cases, the user agrees that these services have their own terms and conditions, and Karikhan holds no responsibility for the rules or services of these companies.
The customer agrees not to expose important and valuable documents, items, or assets such as gold, currency, jewelry, or other valuables to the expert without supervision and to monitor their safekeeping. Before the expert leaves, the customer must check all household items and report any deficiencies before the expert departs.
The expert user acknowledges that they will make every effort to protect and safeguard the customer’s household items and will be responsible for any damage caused.
Users acknowledge that Karikhan acts as software to connect the two parties. Responsibility for any damage to the property of either party lies with the offending individual, and the parties may file claims against each other in the competent legal and judicial authorities.

Article 4 - Fees and Payments

The user agrees that fees paid to Karikhan are non-refundable.
The user agrees that the service fee is determined in advance by the expert or Karikhan, and after using the service, the user cannot object to the fee.
Payment for services can only be made through methods specified by Karikhan. These methods include in-app credit payment, online payment to increase account credit, and cash payment to the expert.
The user agrees that the service fee may vary depending on the characteristics of the service provided, including the type of service, service time, service location, or other factors.
The user agrees to pay the service fee to the company regardless of any issues that may occur in the Karikhan app during online payment. If, due to a problem in the Karikhan app or connectivity issues, including internet or mobile network problems, payment through the app is not possible, the customer is still obligated to pay the service fee. In such cases, payment may be made in coordination with the Karikhan office or through other methods. If the customer fails to pay for any reason, including app issues, the company has the right to deduct the service fee from the user’s Karikhan account credit.
The user agrees never to submit a Karikhan request unless they intend to use the service. If a customer cancels a request after sending it and it has been accepted by an expert, or fails to appear at the specified location at the scheduled time, or if an expert cancels a request after accepting it or fails to show up at the designated location, the company may, due to non-compliance with Karikhan rules that may harm reputation or credibility, deduct a fee from their credit or collect it from the users as a penalty at its discretion.
The customer agrees to be responsible for any damage caused to the expert’s tools as a result of using the service with their account, including costs of repair, replacement, etc. In such cases, Karikhan has the right to deduct these costs from the customer’s account credit or collect them directly.
The expert user agrees not to request any payment beyond the amount pre-determined by the app, and any additional payment claims are unrelated to Karikhan.
The customer is not required to pay any extra amount for any reason, such as service difficulty, voluntary help, loans, etc.; any additional payment is at their own discretion and unrelated to Karikhan. Karikhan does not endorse or encourage such extra payments and requests that the customer only inform Karikhan of these cases.

Article 5 - Responsibilities of Karikhan

Karikhan, with all its resources, including call center units, inspection and supervision, and mediation, will make every effort to satisfy users, resolve disputes arising during the provision and use of Karikhan services between users, and foster reconciliation between them.
Karikhan strives to provide high-quality services to users through its supervision.
Karikhan makes every effort to ensure the services provided by users are accessible, but does not guarantee functionality on all devices or across all communication networks (internet, mobile network, etc.).
All user information is treated as confidential by Karikhan and third-party access is prohibited, except for decisions required by the competent authority.
If any Karikhan user encounters an issue while using the services, they may submit a complaint via the Karikhan call center, and Karikhan will undertake the necessary follow-up and efforts to resolve the dispute.

Article 6 - Responsibilities of Users

All actions and conduct of customer and expert users that result from violations of the laws of the Islamic Republic of Iran, including the Islamic Penal Code (committing a crime during the service) and civil laws (causing damage to user property), are the responsibility of the offending individual. Karikhan bears no responsibility for such actions or conduct. Karikhan may deactivate the violator and pursue legal action through the competent authorities to enforce its legal rights.
Any action by users that causes damage to the business reputation, name, or credibility of Karikhan is considered a violation of contractual and legal terms, and Karikhan has the right to deactivate the user and take legal action to claim damages and protect its legal rights.
Karikhan users agree to use only organizational signs and items provided by Karikhan (such as uniforms or cleaning tools). The responsibility for using items or signs that create confusion or similarity for customers or other individuals, whether natural or legal persons, lies with the expert user. If necessary, Karikhan may terminate the service with the individual and pursue legal action, and the offending party is obligated to compensate Karikhan for any resulting damages.
Users of Karikhan are responsible for complying with all national laws and regulations.

Article 7 - Complaint Handling Rules for Orders

In the following cases, the customer user may file a complaint or express dissatisfaction with Karikhan services:

Receiving an unreasonable fee
Expert failing to arrive at the scheduled time
Poor work quality: For cleaning services, the customer may express dissatisfaction with the service quality while the expert is present at the location. Within the first hour of the expert’s presence, the customer may ask the expert to leave without paying any fee if the work quality is unsatisfactory. After the first hour of the expert’s presence, if dissatisfied, the customer may enter the expert’s hours in the app and pay according to the expert’s time. The customer can then take photos showing poor work quality and send them to Karikhan support. Karikhan specialists will act according to internal regulations based on the content of the photos, and if necessary, any difference will be refunded to the customer. For other services, the customer must ensure satisfactory work quality upon delivery and before full payment, and contact Karikhan support if any issue arises before paying.
Theft: If there is evidence that the expert committed theft, Karikhan’s complaint handling unit will investigate the matter. Without evidence, the claim cannot be substantiated or pursued.
Damage to customer property: In such cases, the customer must report the damage within 24 hours of the incident. The incident must occur no later than 14 days after the completion of the work. Otherwise, i.e., more than 14 days after work completion or 24 hours after the damage, the complaint will not be processed. From the time of damage until the company’s expert arrives, the customer must not alter the scene or destroy evidence to allow proper assessment of the damage.
Unresolved issues in repair services: If within 14 days of work completion the customer notices that the defect has not been fully resolved or has recurred, they may report the issue to Karikhan support. The expert is then obliged to revisit and resolve the matter. If at this stage the item needs to be taken to the expert’s workshop, the customer must place a new order to avoid issues in future follow-ups.
Request for a certified judicial expert: If for any reason the customer does not accept the opinion or mediation of Karikhan specialists, they may request review by a certified judicial expert. If the judicial expert confirms Karikhan’s specialist opinion, the customer agrees to bear the cost of the judicial expert.

Article 8 - Conditions and Items Accompanying the User are as follows:

Items that the customer must not have on-site include explosives, fireworks, toxic, acidic, infectious, or foul-smelling substances, flammable liquids and solids, and radioactive materials and devices.
Items that the expert must not have on-site include explosives, fireworks, toxic, acidic, infectious, or foul-smelling substances, flammable liquids and solids, radioactive materials and devices, any firearms or cold weapons, narcotics and alcoholic beverages, and any other items that are unconventional or illegal under the laws of the Islamic Republic of Iran.
Requesting a service without the presence of the customer (owner, tenant, or their legal representative) by a Karikhan user is prohibited, and the user has no right to request or perform the service. In case of non-compliance, all responsibilities resulting from this violation lie with the person(s) involved, and Karikhan has the right to terminate access and pursue legal actions, including claiming damages from the offending party.

Article 9 - Technical Matters

The user is not allowed to make any attempt to extract the source code of Karikhan software, including decompiling, reverse engineering, or similar activities, unless legally authorized to do so.
The user is not permitted to use framing, mirroring, or other methods to provide another version of the Karikhan service on different servers. The user is also not allowed to make any changes or disruptions to the Karikhan app or its service delivery methods.
The user is not allowed to run programs or scripts with the purpose of indexing, studying, or any data mining activity on the service.
The user is not allowed to engage in any activity aimed at gaining illegal or unconventional access to any part of the Karikhan service or services related to Karikhan.

Article 10 - User-Generated Content

Karikhan may occasionally allow users to publish photos, text, audio files, video files, or similar content on the website, mobile app, or other parts of the service. Ownership of any content (including text, photos, audio files, video files, etc.) submitted in this way remains with the users; however, by submitting it to services related to Karikhan, users grant Karikhan the right to publish it digitally or in print, at any time and in any place, for any purpose. Karikhan is also permitted to transfer the right to publish this content to other individuals or companies.

Article 11 - Service Termination

Karikhan has the right to revoke a user’s (expert or customer) access to the service if, for any reason, it determines that the presence of the user may be dangerous or undesirable for the company or other customers or experts.

Article 12 - Remote Agreement

The user agrees that for easy exchange of information, all changes and amendments to the present terms and conditions, including additions or modifications, as well as notifications and communications related to Karikhan, will be conducted through Karikhan's computer system. The user, by acknowledging awareness of the terms and execution process, consents to the enforcement of these terms.
The responsibility for maintaining and securing the user account lies with the user. By accepting this responsibility, the user attributes all messages sent through the account to themselves, and any claims of denial, dispute, or forgery regarding messages sent from this account are inadmissible and rejected.
The user acknowledges that any procedure, form, or statement indicating confirmation, acceptance, or verification of messages issued by Karikhan constitutes an electronic signature and acceptance. Any claims regarding such signature or acceptance are inadmissible and rejected.
By registering for the Karikhan service, the user expresses their intent and consent to accept any legal actions, including contracts and transactions, conducted remotely through computer and electronic systems.

Article 13 - Specialist-Specific Regulations

The user is obligated to comply with all Islamic, religious, ethical, and social laws of the Islamic Republic of Iran, including observing proper hijab while using Karikhan.
In the event of damages caused by negligence, lack of ability, or insufficient expertise of the specialist, if confirmed by the relevant experts, the payment for damages and losses shall be the responsibility of the specialist.
The specialist commits to charging the customer exactly the invoice amount recorded on the platform.
Compliance with all safety and work standards by the specialist and the dispatched specialist team members is the responsibility of the specialist, and the Karikhan platform bears no responsibility.
Provision of all safety equipment is the responsibility of the specialist. Any incident resulting from failure to use such equipment is the specialist’s responsibility, and the Karikhan platform bears no responsibility.
The specialist is responsible for training and verifying the identity documents and necessary educational certificates of their team members. Any consequences arising from the use of untrained or unqualified workers are the responsibility of the specialist.
All responsibilities related to the rights and entitlements of the specialist team members, including liability insurance, social security, salaries, benefits, etc., lie with the specialist, and Karikhan bears no responsibility.
The specialist commits to accepting work only for tasks they are technically and experientially capable of performing.
According to platform rules, the provision of materials is the customer’s responsibility, and the platform bears no responsibility. The specialist may provide guidance, but if the specialist provides the materials, all associated guarantees are the specialist’s responsibility.
The specialist commits that when dispatched to a customer by the Karikhan platform, they will not provide any alternative contact methods, including personal phone numbers, except through Karikhan’s communication channels. The specialist may, with the customer’s consent, provide their personnel code for future job referrals.
The specialist confirms the authenticity and validity of all documents, certificates, and information submitted to the platform.
Registration on the Karikhan platform or installation of the app signifies acceptance of all platform rules. Failure to comply grants the platform the right to take legal action against the user.
The specialist’s payment by the customer after work completion shall be made in cash. If both parties agree on a different payment method, Karikhan bears no responsibility.
The specialist commits to immediately settling the platform fee, which is a predetermined percentage of their payment, via the app’s electronic wallet upon work completion.
All actions and conduct of users (customers and specialists) that result from violations of the laws of the Islamic Republic of Iran, including the Islamic Penal Code (committing a crime during the service) and civil laws (causing damage to user property), are the responsibility of the offending individual. Karikhan bears no responsibility for such actions and may deactivate the violator and pursue legal measures through the competent authorities to enforce Karikhan’s legal rights.

Article 14 - Customer-Specific Regulations

The user is obligated to comply with all Islamic, religious, ethical, and social laws of the Islamic Republic of Iran, including observing proper hijab while using Karikhan.
The customer commits to being present on-site when the specialist is dispatched, and the protection and care of items is the responsibility of the customer. The platform bears no responsibility for any loss of items on-site.
If the customer is dissatisfied with the specialist, they may notify support before work begins or within one hour after the work starts, so the issue can be reviewed and resolved. Otherwise, the responsibility lies with the customer.
All services performed by a Karikhan-dispatched specialist are guaranteed by the Karikhan platform, and in the event of damage, if confirmed by the relevant expert as due to the specialist’s negligence, all losses will be compensated by Karikhan.
All responsibilities, guarantees, and obligations regarding the specialist are only assumed by the Karikhan platform if the specialist was dispatched by Karikhan on that date. If the customer uses a specialist outside the Karikhan request system, Karikhan bears no responsibility.
The customer commits to paying the specialist’s fee in cash after the completion of work. If both parties agree on an alternative payment method, Karikhan bears no responsibility.