01Using Hornbill
These terms apply to the Hornbill Haulers website, Hornbill Customer and Hornbill Work. Read them together with the privacy, cancellation and refund policies and the service-specific information shown before booking. Using a marketing enquiry form does not create a confirmed service booking.
You must be able to lawfully enter into the service arrangement, provide accurate information and have authority over any property or goods involved. If you act for another person or a business, you must have authority to make the request and share the required information.
02Accounts and access
Maintain accurate contact details and protect your account and OTPs. Your Hornbill Work account role determines the tools you may access. Vehicle partners, staff and property owners may need verification before particular functions are available. Access must not be shared or used to impersonate another person.
03Availability and booking confirmation
Services depend on your selected location, available options and operational capacity. A quote, enquiry or requested time does not by itself confirm a booking. Check the booking status and confirmation details in the app before relying on a service date. If requirements change, updated options, scheduling or charges may need to be reviewed before the service proceeds.
04Quotes and payments
Review the items, scope, schedule, access requirements, charges and applicable cancellation rules before confirming. Prices and payment requirements are those communicated for your booking. Extra work should be agreed before it is carried out. Retain your booking and payment references when contacting support.
Payment options can include the payment methods or wallet facilities shown in the app. Promotional credits and wallet entries may have specific conditions; they are not automatically exchangeable for cash. Cancellation and refund handling follows the applicable policy and the transaction record.
05Packers and movers
Provide an accurate inventory, origin and destination details, floor and lift information, and any restrictions affecting access. Identify fragile or unusual items and discuss any special handling before confirmation. You must have authority to move the goods and arrange access to the premises.
Do not include illegal, hazardous or restricted goods in a booking. Keep personal identity documents, money and irreplaceable valuables under your own control unless a specific arrangement has been agreed. Report missing items or damage through support with your booking reference and available evidence.
06Cleaning services
The selected package, add-ons, premises information and agreed schedule define the cleaning scope. Provide safe access and explain hazards, fragile surfaces or restrictions before work begins. Services outside the agreed package require separate agreement.
Custom-days cleaning follows the selected weekdays and booking period. Pausing or cancelling a recurring booking affects future visits according to the applicable scheduling and cancellation rules; completed visits remain part of your booking history.
07Vehicle bookings
Select a suitable vehicle and provide accurate route, timing and booking requirements. Vehicle partners have a separate work role from staff assigned to moving or cleaning. Booking acceptance and service progress are shown in the app. Requests must comply with applicable transport and safety requirements.
08Rental listings and property visits
Hornbill supports property discovery and site visit requests. Listing photos and descriptions help you evaluate a property but do not replace your own inspection, documentation review or agreement with the property owner. A site visit request is subject to review and confirmation.
Any visit fee, cancellation condition or other charge must be reviewed before payment. Booking a visit does not create a tenancy, reserve a property indefinitely or guarantee an agreement with the owner. Property owners are responsible for providing accurate listing information and having authority to list the property.
09Acceptable use
Do not misuse accounts, interfere with the service, submit fraudulent bookings or payments, upload unlawful content, harass staff or partners, or attempt to access another person’s data. Use support channels respectfully and provide accurate evidence when reporting an issue. Access may be restricted where necessary to address misuse, security risks or legal obligations.
10Content and intellectual property
Hornbill branding, software and website content are protected by applicable intellectual property rights. You may use the service for its intended purpose but may not misrepresent affiliation or redistribute protected material without permission. You retain responsibility for the listing photos and other content you submit, including the permissions needed to display it for the requested service.
11Service issues and your rights
Contact support promptly about a booking problem and include the booking reference, relevant dates and evidence. Refunds, cancellations, missing items, damage and incomplete work are assessed against the agreed scope and applicable law. Nothing in these terms removes rights or remedies that cannot lawfully be excluded.
Scheduling and app access can be affected by events outside reasonable control. If a service cannot proceed as arranged, contact support to establish the available next steps. These terms do not promise insurance cover or a compensation amount that has not been expressly agreed for your booking.
12Governing law and complaints
Services offered in India are subject to applicable Indian law. Raise a service complaint through support with the booking reference and relevant information. Keep the complaint reference and correspondence for follow-up. Nothing in these terms prevents you from using a competent consumer authority, court or other remedy available under applicable law.
13Changes, closure and contact
Changes to these terms will be reflected on this page. Service-specific terms communicated for an existing booking remain relevant to that booking, subject to applicable law. Account closure does not extinguish outstanding payment obligations, unresolved claims or legally required recordkeeping. For questions, use in-app Support or the website contact form.