Responsible Marketplace

1. Platform identity and scope

Aayojan is a B2C (business-to-consumer) online marketplace operated by Aayojan Technologies Pvt. Ltd. The platform connects individual customers planning weddings and events with verified professional service providers.

All vendors listed on Aayojan are businesses — not individual consumers. Aayojan does not facilitate peer-to-peer (C2C) transactions, used goods sales or secondhand product resale. Every service category on the platform represents professional service offerings from registered or established businesses.

2. Vendor verification and approval

Every service provider must apply to be listed on Aayojan. Our team reviews each application for business legitimacy, profile completeness and category fit before approval. Vendors go live only after passing this review.

Verification checks may include: business identity, contact details, portfolio authenticity, service area and category accuracy. A "Verified" badge on a vendor profile indicates that Aayojan has reviewed and approved the business. Aayojan reserves the right to suspend or remove vendors who provide false information or fail to maintain service standards.

3. Clear and honest vendor profiles

Business pages on Aayojan must accurately represent the vendor's services, portfolio, pricing and availability. Vendors are expected to keep their profiles current and respond to enquiries in a timely manner.

Profile content — including photographs, package descriptions and pricing — must be genuine and not misleading. Aayojan may review, correct or remove content that creates confusion, misrepresents the service, or violates platform standards. Customers should confirm final scope and pricing directly with the vendor before making payment.

4. Payments and advance collection

Where advance payment is collected through the platform, it is processed via Razorpay — an RBI-licensed Payment Aggregator. All payment transactions are encrypted and PCI-DSS compliant. Aayojan does not store card numbers or banking credentials.

Advance payments are collected only for confirmed service bookings between an identified customer and a verified vendor business. The platform does not facilitate speculative purchases, product resale or consumer-to-consumer money transfers. Transaction records are maintained securely in both the customer's and vendor's account dashboards.

5. Cancellations and refunds

Cancellation and refund terms are disclosed by each vendor on their booking page before payment is made. Customers must review and acknowledge these terms prior to confirming a booking.

Aayojan's platform-level refund guidelines are: cancellations more than 30 days before the event may be eligible for a full or partial refund per vendor policy; cancellations 15–30 days prior may attract a cancellation fee; cancellations within 7 days of the event are typically non-refundable unless the vendor cancels.

In the event of a vendor cancellation, Aayojan will make reasonable efforts to facilitate an alternative or refund. Refund processing is handled through Razorpay and typically takes 7–10 working days. For disputes, contact support@aayojanapp.com with your booking reference.

6. Customer conduct and respectful use

Customers using Aayojan are expected to submit genuine event requirements when requesting quotes and bookings. Fraudulent, speculative or spam enquiries waste vendor resources and degrade platform quality.

We ask customers to treat vendors respectfully in all platform communications. Customers who misuse the chat, submit false reviews, or repeatedly fail to honour confirmed bookings may have their accounts restricted or removed.

7. Reviews and ratings

The Aayojan ratings and review system is based on genuine customer experiences from verified bookings. Reviews may only be submitted by customers who have completed a booking with that vendor.

We do not allow fake, incentivised or retaliatory reviews. Reviews that violate these standards are removed. Vendors may not offer incentives to customers in exchange for positive reviews. Both customers and vendors can report review concerns to support@aayojanapp.com.

8. Content quality and accuracy

All content on the Aayojan platform — including vendor profiles, photos, packages, pricing and descriptions — must be honest, accurate and representative of the actual service offered.

Aayojan may audit, update, hide or correct content that: contains false claims; uses stock images misrepresented as original portfolio work; lists prices that are consistently unavailable; or creates misleading impressions about the vendor's category, location or capacity.

9. Disputes and escalations

If a customer or vendor has a concern about a booking, payment or vendor conduct, they should first attempt resolution directly through the platform's chat feature.

Unresolved disputes can be escalated to Aayojan support at support@aayojanapp.com with the booking reference, issue description and any relevant communications. Our team will review the case and provide a response within 10 working days. For payment disputes, the relevant Razorpay transaction ID should be included.

Aayojan's dispute resolution is non-binding arbitration. Legal disputes are subject to the jurisdiction of courts in Bengaluru, Karnataka, India as stated in the Terms of Use.

10. Platform integrity and prohibited activities

To maintain a trustworthy marketplace for all users, the following activities are prohibited: scraping platform data; attempting to circumvent the platform to avoid fees after discovering a vendor through Aayojan; fake registrations; soliciting vendors or customers for off-platform schemes; introducing spam or malware; and any activity that undermines the integrity of the discovery, booking or review systems.

Violations may result in account suspension, permanent removal from the platform, and referral to appropriate legal authorities where warranted.