TERMS AND CONDITIONS (USER AGREEMENT)
Last Updated: October 2026
Platform: Zivic Nexus — https://zivicnexus.com
Operated from: Alambagh, Lucknow, Uttar Pradesh – 226005, India
1. ACCEPTANCE OF TERMS AND BINDING AGREEMENT
Welcome to Zivic Nexus ("Platform", "we", "us", or "our").
This User Agreement, together with our Privacy Policy, Vendor Agreement, booking-specific terms, cancellation and refund policies, subscription plans, and other applicable platform rules, constitutes an electronic agreement between Zivic Nexus and any person or entity accessing or using the Platform ("User", "Client", "Vendor", or "you").
By registering an account, accessing, browsing, submitting a requirement, contacting a Vendor, booking a service, purchasing a service through the Platform, subscribing to a Vendor plan, or otherwise using Zivic Nexus, you confirm that you have read, understood, and agreed to these Terms.
If you do not agree with these Terms, you must discontinue use of the Platform.
2. ELIGIBILITY AND AGE VERIFICATION (18+ MANDATE)
The services offered on Zivic Nexus are available only to persons legally capable of entering into binding contracts under applicable Indian law.
You represent that:
(a) You are at least eighteen (18) years of age;
(b) You possess the legal capacity and authority to enter into these Terms;
(c) If acting for a company, partnership, proprietorship, organisation, or other legal entity, you have authority to bind that entity; and
(d) All information provided by you to Zivic is accurate, current, and complete.
3. ZIVIC NEXUS MARKETPLACE AND PLATFORM ROLE
(a) Zivic Nexus operates as a technology-enabled marketplace and service platform connecting Clients with independent Vendors.
(b) Vendors may include agencies, consultants, freelancers, professionals, event service providers, creative businesses, marketing businesses, and other independent service providers approved for participation on the Platform.
(c) Zivic may provide technology and platform services including:
(i) vendor discovery and search;
(ii) requirement collection;
(iii) requirement publishing and marketplace matching;
(iv) AI-assisted search, categorisation, matching, and convenience features;
(v) inquiry management;
(vi) communication and workflow tools;
(vii) booking and payment facilitation;
(viii) payment-related coordination and vendor settlement through supported payment providers;
(ix) reviews, ratings, verification, analytics, and other marketplace features.
(d) Zivic may, depending on the transaction type, assist a Client in selecting or matching with a Vendor based on factors that may include service requirements, price proposals, availability, location, profile information, ratings, experience, suitability, and other relevant information.
(e) Zivic does not guarantee that the lowest-priced Vendor will always be selected or that any particular Vendor will be available.
(f) Vendors are independent businesses. Except where Zivic expressly provides a service directly, the underlying service purchased from a Vendor is provided by that Vendor.
(g) Where a Client and Vendor contract directly outside Zivic and the payment is made directly to the Vendor outside the Platform, Zivic is not a party to that underlying payment transaction and does not control or administer the Vendor's refund.
(h) Where Zivic collects payment through the Platform and subsequently facilitates settlement to the Vendor, the transaction is subject to the applicable booking terms, payment-provider arrangements, and these Terms.
(i) Nothing in these Terms excludes any liability or statutory responsibility that cannot lawfully be excluded.
4. MANDATORY DUE DILIGENCE AND PROHIBITED CONTENT
Users shall not host, display, upload, modify, publish, transmit, store, update, or share information that is unlawful or prohibited under applicable law, including information that:
(i) belongs to another person and to which the User has no lawful right;
(ii) is defamatory, obscene, pornographic, invasive of privacy, harassing, discriminatory, threatening, or otherwise unlawful;
(iii) is harmful to children;
(iv) infringes patents, trademarks, copyrights, trade secrets, or other intellectual property rights;
(v) violates any applicable law or regulation;
(vi) deceives or materially misleads another person regarding the origin or nature of information;
(vii) impersonates another person or entity;
(viii) threatens national security, public order, sovereignty, or integrity, or encourages the commission of an offence;
(ix) contains malicious code, viruses, malware, or other software intended to damage or disrupt computer resources; or
(x) is knowingly false or fabricated and is submitted with the intent to deceive, harass, obtain unlawful financial gain, or cause injury.
Zivic may suspend, restrict, remove, or terminate accounts, listings, requirements, bookings, or transactions where permitted by law.
Where a transaction is cancelled because of fraud, unlawful activity, abuse of the Platform, chargeback abuse, identity fraud, or other prohibited conduct, refunds may be withheld to the extent permitted by applicable law and subject to investigation.
Nothing in this section removes any refund or statutory right that cannot lawfully be excluded.
5. CONTENT REMOVAL AND STATUTORY COMPLIANCE
Zivic shall comply with applicable obligations under the Information Technology Act, 2000, applicable intermediary rules, court orders, and lawful directions issued by competent governmental authorities.
Where legally required, Zivic may remove or disable access to unlawful content and may preserve relevant information and records for lawful purposes.
6. GRIEVANCE REDRESSAL MECHANISM
Zivic maintains a grievance redressal mechanism for platform-related complaints.
Grievance Officer: Grievance Officer, Zivic Nexus
Office Address: Alambagh, Lucknow, Uttar Pradesh – 226005, India
Email:
[email protected]
Operations Contact:
[email protected]
Complaints may relate to platform conduct, unlawful content, bookings, refunds, payments, Vendors, or other matters relating to use of the Platform.
Zivic will process complaints within the timelines required by applicable law.
Where a complaint concerns a Vendor's underlying service, Zivic may request information and evidence from both the Client and Vendor and may facilitate a resolution in accordance with the applicable booking terms and Vendor agreement.
7. USER VERIFICATION AND IDENTITY INFORMATION
(a) Zivic may offer identity or business verification features for Vendors and Clients.
(b) Where Aadhaar is voluntarily used for permitted verification purposes, Users should provide only a masked Aadhaar or another permitted identity document as requested by the Platform.
(c) Zivic will not intentionally request storage of an unmasked Aadhaar number where the Platform's verification process does not require it.
(d) Verification documents, photographs, and related information may be stored in restricted-access systems for verification, fraud prevention, compliance, or dispute purposes and may be deleted or retained in accordance with applicable law and Zivic's Privacy Policy.
8. PRICES, FEES, PAYMENTS AND VENDOR SETTLEMENT
8.1 Vendor Prices
Vendors may establish or provide prices for their services, subject to the Platform's pricing and listing rules.
8.2 Zivic Platform and Booking Charges
Zivic may charge a separate Platform Service Fee, Booking Fee, Convenience Fee, Commission, or other applicable charge for services provided by Zivic.
Such fees may include, depending on the transaction:
access to the Zivic marketplace;
search and discovery functionality;
requirement processing;
matching and recommendation technology;
inquiry and booking management;
communication infrastructure;
payment facilitation;
workflow and coordination services; and
other platform services.
Any customer-facing fee applicable to a transaction will be disclosed before payment is completed.
8.3 Total Price
The total amount payable by a Client may consist of:
Vendor Service Amount + Zivic Platform/Booking Charges + applicable taxes or other disclosed charges = Total Amount Payable.
Where applicable, the component amounts may be shown separately or made available through the checkout price breakdown.
8.4 Payment Processing
Payments may be processed through third-party payment providers or payment aggregators authorised or otherwise permitted to provide the relevant services.
Zivic does not guarantee a particular processing time where the timing is controlled by the relevant bank, payment network, card issuer, UPI provider, payment aggregator, or other financial institution.
8.5 Vendor Settlement
For Platform-handled transactions, Zivic may facilitate settlement of Vendor amounts through its authorised payment-provider arrangements.
Where payment-provider functionality is used to hold, route, split, reserve, or settle amounts, the applicable payment-provider terms and regulatory framework will apply.
Zivic does not represent that any customer funds are held in a statutory escrow account unless expressly stated.
8.6 Authorisation to Adjust Vendor Settlement
The Vendor authorises Zivic, to the extent permitted by the Vendor agreement and applicable law, to make appropriate adjustments to amounts otherwise payable to the Vendor in relation to:
approved Client refunds;
Vendor cancellations;
non-delivery;
failed or incomplete services;
chargebacks;
fraudulent transactions;
duplicate transactions;
refunds arising from confirmed platform errors; or
other amounts lawfully recoverable from the Vendor.
9. BOOKING TYPES AND CANCELLATION / REFUND POLICY
Zivic may facilitate two principal types of transactions.
9.1 Assisted Matching Transaction — "Find a Vendor for Me"
A Client may submit a requirement directly to Zivic.
Zivic may publish the requirement to eligible Vendors without exposing information that Zivic is required or entitled to keep confidential, which may include the Client's budget or other sensitive information.
Vendors may submit proposals, prices, availability, or other information to Zivic.
Zivic may evaluate proposals and select or recommend a Vendor using factors such as suitability, proposed price, availability, experience, ratings, location, and other relevant information.
The Client may then be presented with a booking offer and total price.
The booking is confirmed when the Client successfully completes the required payment.
9.2 Direct Vendor Selection Transaction — "Choose a Vendor"
A Client may independently select a Vendor displayed on the Platform.
The total booking price may include the Vendor's service price together with Zivic's Platform/Booking charge and any applicable taxes or disclosed charges.
Where the Client pays through Zivic, the booking is subject to these Terms and the applicable booking-specific cancellation and refund policy.
Where the Client contacts and pays the Vendor directly outside the Platform, the payment and refund relationship for that payment is between the Client and Vendor.
10. CLIENT CANCELLATION AND REFUND POLICY
10.1 Booking-Specific Cancellation Policy
Each confirmed booking may have a cancellation and refund policy specific to the service, Vendor, booking type, timing, or project stage.
Where a booking-specific policy is displayed to the Client before payment, that policy forms part of the applicable booking terms, subject to applicable law.
10.2 Cancellation Before Vendor Confirmation
Where a Client cancels before the Vendor or service has been confirmed and before the Vendor has incurred an authorised non-recoverable commitment, the amount paid will ordinarily be eligible for a full refund, subject to payment-provider processing rules and applicable law.
10.3 Cancellation After Vendor Confirmation but Before Service Commencement
Where a Client cancels after the booking has been confirmed, the refund will be determined according to the cancellation terms presented for that booking.
Any amount retained must relate to amounts properly chargeable under the applicable booking terms and applicable law.
Zivic will not impose a separate cancellation charge merely by labelling a charge as a "Platform Fee" or "Convenience Fee" where doing so would circumvent applicable consumer-protection requirements.
10.4 Cancellation After Work Has Started
Where the Vendor has already commenced work, the Client may not be entitled to a refund for services already properly performed or for authorised, documented, non-recoverable costs already incurred.
Where a material portion of the contracted service remains unperformed, the Client may be eligible for a partial refund corresponding to the unperformed portion, subject to the applicable booking terms and applicable law.
10.5 Customised or Made-to-Order Services
Where a Vendor has commenced work that is specifically customised for the Client and cannot reasonably be reused or resold, the Client may be responsible for the portion of work already completed and other lawful, documented costs already incurred.
Any such treatment must be disclosed in the applicable booking terms where required.
10.6 Client Failure to Cooperate
A refund may be reduced or denied, to the extent permitted by law, where the Client materially prevents the Vendor from performing the service, including by failing to provide required information, materials, approvals, access, attendance, or cooperation after reasonable requests.
This does not apply where the Vendor's failure to perform is unrelated to the Client's conduct.
10.7 No-Show
Where the Client fails to attend, respond, provide access, or otherwise makes performance impossible after the Vendor has reasonably prepared or attended, the applicable booking-specific cancellation/no-show policy may apply.
10.8 Platform Service Fee
Zivic may separately charge a Platform or Booking Fee for services already provided by Zivic.
For a Client-initiated cancellation, any non-refundable treatment of such fee must be disclosed before payment and may apply only to the extent permitted by applicable law.
Where a booking is cancelled because of Vendor non-performance or because Zivic cancels the booking for reasons attributable to Zivic, Zivic will ordinarily refund the applicable Zivic fee associated with the affected booking together with the amount otherwise refundable for the affected service.
10.9 Payment Processing Charges
Payment-processing costs are subject to the applicable payment-provider arrangement and applicable law.
Zivic will not automatically treat payment-processing costs as a consumer cancellation penalty merely because a payment provider charged Zivic a fee.
10.10 Refunds Are Not Available for Services Already Properly Completed
Where the contracted service has been fully delivered in accordance with the booking terms, a Client is ordinarily not entitled to a refund merely because the Client later changes their mind, subject always to applicable statutory rights.
11. VENDOR CANCELLATION, NON-PERFORMANCE AND FAILURE TO DELIVER
11.1 Vendor Cancellation
If a Vendor cancels a confirmed booking, refuses to perform, becomes unavailable, or materially fails to provide the contracted service before completion, Zivic may:
(a) attempt to arrange an alternative Vendor where appropriate;
(b) provide the Client with a refund for the affected unperformed service;
(c) issue a partial refund where only part of the service was performed;
(d) withhold or adjust the Vendor's settlement where permitted under the Vendor agreement; and/or
(e) take other appropriate action permitted by applicable law.
11.2 Vendor Responsibility
The Vendor remains responsible for the accuracy of the Vendor's service description, quoted price, availability, representations, deliverables, and performance.
11.3 Vendor Penalties
Where the Vendor agreement provides for cancellation penalties, reimbursement, service credits, risk reserves, or other consequences arising from Vendor cancellation or non-performance, Zivic may apply those provisions against the Vendor to the extent permitted by law.
Such Vendor-side charges are separate from any customer-facing cancellation policy.
11.4 Vendor Replacement
Where practical, Zivic may offer the Client an alternative Vendor. A replacement Vendor may have a different price, scope, availability, or delivery time. The Client will not be required to accept a replacement unless the Client agrees.
12. SERVICE DEFECTS, DISPUTES AND PARTIAL REFUNDS
12.1 Reporting a Problem
A Client may report non-delivery, incomplete delivery, material deviation from the agreed scope, or other service-related problems through Zivic support or the applicable dispute mechanism.
12.2 Evidence
Zivic may request reasonable evidence including:
booking details;
agreed scope;
messages;
photographs or recordings;
files or deliverables;
invoices;
proof of payment;
timelines; and
other information relevant to the dispute.
12.3 Resolution Options
Depending on the circumstances, Zivic may facilitate:
(a) correction or completion of the service;
(b) replacement of a Vendor;
(c) partial refund;
(d) full refund for an unfulfilled transaction;
(e) release of undisputed Vendor amounts; or
(f) another reasonable resolution permitted by the applicable booking terms and law.
12.4 Client-Vendor Disputes
Where the underlying service contract is directly between Client and Vendor, Zivic may facilitate communication or dispute resolution but does not guarantee the Vendor's performance unless Zivic has expressly undertaken such responsibility.
Nothing in this section limits rights available to a Client under applicable law.
13. REFUNDS FOR PLATFORM ERRORS, DUPLICATE PAYMENTS AND FAILED TRANSACTIONS
13.1 Duplicate Payment
Where the same booking is successfully charged more than once due to an apparent duplicate transaction, Zivic may initiate a refund of the confirmed duplicate amount after verification.
13.2 Payment Debited but Booking Not Created
Where a payment is successfully debited from a Client but a booking is not created due to a technical or payment-processing failure, Zivic will investigate the transaction and process or coordinate the appropriate refund where the amount has not been successfully applied to a valid transaction.
13.3 Incorrect Platform Charge
Where Zivic confirms that an amount was incorrectly charged due to a verified platform error, Zivic may correct the error and issue the applicable refund.
13.4 Refund Destination
Refunds will ordinarily be made to the original payment method or another permitted method supported by the relevant payment provider.
13.5 Processing Time
Once a refund is approved, Zivic will initiate or instruct the refund within the period required by applicable law, the applicable payment-provider process, or within a reasonable period where no specific statutory period applies.
The time for the amount to appear in the Client's bank account, card, UPI account, wallet, or other payment instrument may depend on the payment provider or financial institution.
14. FORCE MAJEURE AND UNAVOIDABLE EVENTS
A Vendor or Zivic may be unable to perform due to events outside reasonable control, including natural disasters, extreme weather, government restrictions, strikes, public emergencies, major infrastructure failures, internet or telecommunications outages, or other comparable events.
Where such an event affects a booking, Zivic may facilitate:
(a) rescheduling;
(b) replacement of the Vendor;
(c) partial or full refund of the affected unperformed portion; or
(d) another reasonable solution.
Refund treatment may take into account services already performed or reasonable non-recoverable costs that were properly incurred, subject to the applicable booking terms and applicable law.
15. ZIVIC SUBSCRIPTIONS AND VENDOR PLAN REFUNDS
Vendors may subscribe to paid Zivic plans providing access to leads, inquiries, analytics, workflow tools, visibility, or other features.
15.1 Billing
Subscription fees are charged according to the selected plan and billing cycle.
15.2 Cancellation of Subscription
A Vendor may cancel a recurring subscription before the next renewal date through the available account controls or by contacting Zivic support.
Cancellation normally prevents the next renewal but does not automatically refund the already commenced billing period.
15.3 Unused Subscription Features
Unless a plan specifically states otherwise, unused subscription features, unused lead allowances, or unused subscription time do not create an automatic cash-refund entitlement.
15.4 Platform Failure
Where Zivic materially fails to provide a paid subscription service because of a verified Zivic-side failure, Zivic may provide an appropriate service credit, extension, partial refund, or other remedy depending on the circumstances.
15.5 Promotional Plans
Trial, promotional, discounted, complimentary, or special-offer plans may have separate refund or cancellation terms that are disclosed at the time of purchase.
16. PROMOTIONS, COUPONS AND CREDITS
Unless otherwise stated:
(a) refunds are calculated based on the amount actually paid for the applicable transaction;
(b) promotional discounts may not be exchangeable for cash;
(c) promotional credits may be restored, cancelled, or expire according to the applicable promotional terms; and
(d) misuse, fraud, or multiple-account abuse involving promotions may result in cancellation of the promotion or account restrictions.
17. CHARGEBACKS AND PAYMENT DISPUTES
Clients and Vendors should first contact Zivic support regarding an apparent payment error, duplicate charge, failed refund, or booking dispute so that the matter can be investigated.
Nothing in these Terms prevents a User from exercising any lawful right to dispute an unauthorised or erroneous transaction through their bank, card issuer, payment provider, or other competent authority.
Where a chargeback or payment dispute is initiated, Zivic may temporarily restrict settlement, suspend the affected transaction, or request supporting evidence while the dispute is investigated.
If the dispute is determined in favour of the User, the applicable refund or adjustment will be processed subject to the relevant payment-provider procedures.
18. INTELLECTUAL PROPERTY RIGHTS
(a) Unless otherwise agreed in writing between Client and Vendor, ownership or licensing of custom deliverables shall be governed by the specific agreement between the Client and Vendor.
(b) Platform software, branding, designs, interfaces, logos, databases, algorithms, trademarks, content, and other proprietary materials belonging to Zivic remain the property of Zivic Nexus or its licensors.
(c) Users may not copy, reproduce, distribute, modify, reverse engineer, scrape, sell, or commercially exploit Zivic proprietary materials except as expressly permitted by law or by written permission from Zivic.
19. USER CONTENT AND PLATFORM COMMUNICATION
Users grant Zivic the limited rights reasonably necessary to host, process, display, transmit, analyse, moderate, secure, and operate user-provided content on the Platform.
Where required for dispute resolution, fraud prevention, payment reconciliation, compliance, or customer support, Zivic may retain relevant transaction records, communications, and logs subject to applicable law and the Privacy Policy.
20. LIMITATION OF LIABILITY
To the maximum extent permitted by applicable Indian law:
(a) Zivic shall not be liable for indirect, incidental, special, consequential, or exemplary losses arising from use of the Platform;
(b) Zivic shall not be responsible for losses caused solely by a Vendor's independent acts or omissions where Zivic has not expressly undertaken responsibility for those acts;
(c) Zivic's aggregate contractual liability in connection with a specific transaction shall, to the maximum extent permitted by law, be limited to the platform/service fees actually received by Zivic in connection with that transaction;
(d) this limitation does not apply to liabilities that cannot lawfully be limited or excluded, including rights or remedies that are mandatory under applicable consumer-protection or other law.
Nothing in these Terms limits liability for fraud, wilful misconduct, or any other liability that cannot legally be excluded.
21. GRIEVANCE, DISPUTE RESOLUTION AND GOVERNING LAW
These Terms shall be governed by the laws of India.
Zivic encourages Clients and Vendors to first use the Platform's grievance and dispute-resolution process before commencing formal proceedings.
Nothing in these Terms prevents a consumer from approaching any consumer commission, authority, regulator, court, or other forum having mandatory jurisdiction under applicable law.
Subject to the foregoing, courts located in Lucknow, Uttar Pradesh may have jurisdiction over disputes to the extent permitted by applicable law.
22. CHANGES TO THESE TERMS
Zivic may update these Terms from time to time to reflect changes in the Platform, business model, security practices, applicable law, or regulatory requirements.
The latest version will be published on the Platform.
Where legally required, Zivic will provide additional notice or obtain additional consent before applying material changes to existing transactions.
A booking that has already been confirmed will ordinarily be governed by the Terms and booking-specific policies applicable at the time of confirmation, unless a change is required by law or expressly agreed by the parties.
23. SEVERABILITY
If any provision of these Terms is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue to the maximum extent permitted by law.
The invalid provision shall be interpreted or modified only to the extent necessary to make it enforceable while preserving its original commercial purpose as far as legally possible.
24. ENTIRE AGREEMENT
These Terms, the Privacy Policy, applicable Vendor terms, subscription plan terms, booking-specific terms, cancellation and refund policy, and any other terms expressly incorporated into a transaction constitute the agreement governing use of the relevant Zivic service.
In case of conflict, mandatory applicable law shall prevail.
For a specific booking, the booking-specific terms displayed and accepted before payment will govern that booking to the extent they are consistent with these Terms and applicable law.
25. CONTACT
Zivic Nexus
Alambagh, Lucknow, Uttar Pradesh – 226005, India
General Support:
[email protected]
Grievance Officer:
[email protected]
Website: https://zivicnexus.com