Terms of Service

1. Company Information

Arrow Facility Services is a professional housekeeping and facility management company registered and operating in India.

• Registered Address: New 128, Old 114, 2nd Floor, Eldams Rd, Subbarayan Nagar, Teynampet, Chennai, Tamil Nadu 600018
• Contact Email: Info@arrowfacilityservices.com
• Contact Phone: +91 98409 63029
• Registration: Registered under applicable Indian business laws
• GST Registration: Compliant with Central Goods and Services Tax Act, 2017

2. Legal Framework and Compliance

These Terms are governed by and comply with the following Indian laws:

• The Indian Contract Act, 1872 - Formation and enforcement of contracts
• Consumer Protection Act, 2019 - Consumer rights and protection
• Digital Personal Data Protection Act, 2023 - Data protection and privacy
• Information Technology Act, 2000 - Electronic transactions and digital services
• Companies Act, 2013 - Corporate governance and compliance
• Contract Labour (Regulation and Abolition) Act, 1970 - Labour compliance
• Factories Act, 1948 - Workplace safety and conditions
• Environment Protection Act, 1986 - Environmental compliance
• Tamil Nadu Shops and Commercial Establishments Act, 1958 - Local business regulations

3. Services Offered

Arrow Facility Services provides the following professional services:

3.1 Corporate Office Housekeeping

• Daily cleaning and maintenance of office premises
• Deep cleaning services
• Sanitization and disinfection
• Washroom maintenance and supplies
• Floor care and maintenance
• Window and glass cleaning
• Waste management and disposal

3.2 Residential Building Maintenance

• Common area cleaning
• Apartment housekeeping services
• Garden and landscape maintenance
• Swimming pool cleaning and maintenance
• Pest control services

3.3 Commercial Building Services

• Shopping mall cleaning
• Hospital housekeeping
• Educational institution cleaning
• Industrial facility maintenance
• Hotel housekeeping services

3.4 Facility Management

• Security services coordination
• Maintenance and repair services
• Vendor management
• Utility management
• Space planning and optimization

3.5 Allied Activities

• Catering services
• Landscaping and gardening
• Pest control
• Electrical and plumbing maintenance
• HVAC maintenance
• Specialized cleaning solutions

4. Service Agreement and Contract Formation

Service agreements are formed under the provisions of the Indian Contract Act, 1872:

4.1 Contract Formation

• Offer and Acceptance: Quotations constitute offers; written acceptance forms binding contracts
• Consideration: Mutual exchange of services for agreed compensation
• Capacity: All parties must have legal capacity to enter contracts
• Free Consent: Agreements must be entered without coercion, fraud, or misrepresentation
• Lawful Object: All services provided are lawful and for legitimate business purposes

4.2 Service Level Agreements (SLAs)

• Detailed scope of work and service specifications
• Performance standards and quality metrics
• Service frequency and scheduling
• Response times for service requests
• Penalty clauses for service failures
• Escalation procedures for issues

5. Pricing, Payment Terms, and GST

5.1 Pricing Structure

• Service charges as per agreed quotations
• Material and equipment costs (if applicable)
• Applicable taxes including GST
• Additional charges for extra services
• Price revisions with 30 days notice

5.2 Payment Terms

• Payment Schedule: As per agreed terms (monthly/quarterly)
• Payment Methods: Bank transfer, cheque, or digital payments
• Due Date: Payments due within 30 days of invoice date
• Late Fees: 2% per month on overdue amounts
• GST Compliance: All invoices include applicable GST
• TDS Deduction: As per Income Tax Act, 1961

5.3 GST and Tax Compliance

• GST registration number provided on all invoices
• Compliance with Central and State GST regulations
• Proper tax classification of services
• Timely filing of GST returns
• Input tax credit facilitation for eligible clients

6. Client Obligations and Responsibilities

6.1 Access and Security

• Provide necessary access to premises during service hours
• Ensure security clearances for service personnel
• Maintain adequate security measures
• Provide safe working environment
• Notify of any security protocols or restrictions

6.2 Cooperation and Communication

• Designate authorized personnel for service coordination
• Provide timely feedback on service quality
• Report service issues promptly
• Participate in periodic service reviews
• Provide necessary utilities (water, electricity)

6.3 Compliance Requirements

• Comply with all applicable labour laws
• Ensure workplace safety standards
• Maintain proper insurance coverage
• Provide necessary documentation for compliance
• Respect service personnel rights and dignity

7. Service Standards and Quality Assurance

7.1 Quality Standards

• ISO 9001:2015 quality management principles
• Industry best practices for housekeeping
• Regular quality audits and assessments
• Continuous improvement processes
• Customer satisfaction measurement

7.2 Health and Safety Standards

• Compliance with Occupational Safety, Health and Working Conditions Code, 2020
• Use of certified cleaning chemicals and equipment
• Personal protective equipment for all staff
• Regular health checks for service personnel
• Emergency response procedures
• COVID-19 safety protocols as applicable

7.3 Environmental Compliance

• Use of eco-friendly cleaning products
• Proper waste segregation and disposal
• Water conservation practices
• Compliance with Environment Protection Act, 1986
• Green building maintenance practices

8. Liability, Insurance, and Indemnification

8.1 Service Provider Liability

• Professional indemnity insurance coverage
• Public liability insurance for third-party claims
• Workmen's compensation insurance for employees
• Equipment and property damage coverage
• Liability caps as per industry standards

8.2 Limitation of Liability

• Total liability limited to annual contract value
• No liability for consequential or indirect damages
• Force majeure events exemption
• Client's contributory negligence consideration
• Prompt notification requirement for claims

8.3 Indemnification

• Mutual indemnification for respective negligence
• Client indemnification for workplace violations
• Service provider indemnification for service defects
• Third-party claim protection
• Legal cost sharing arrangements

9. Termination and Contract Conclusion

9.1 Termination Grounds

• For Convenience: 30 days written notice by either party
• For Cause: Material breach with 15 days cure period
• Insolvency: Financial inability to perform obligations
• Legal Violations: Breach of applicable laws
• Force Majeure: Extended inability to perform due to uncontrollable events

9.2 Termination Procedures

• Written notice as per Indian Contract Act, 1872
• Settlement of pending payments and dues
• Return of client property and confidential information
• Smooth transition arrangements
• Final service reports and documentation

9.3 Post-Termination Obligations

• Confidentiality obligations continue
• Non-solicitation of client employees
• Return of access cards and keys
• Final billing and settlement
• Warranty on completed work

10. Confidentiality and Data Protection

10.1 Confidential Information

• Client business information and trade secrets
• Security procedures and access codes
• Financial and commercial information
• Employee and visitor information
• Proprietary processes and procedures

10.2 Data Protection Compliance

• Compliance with Digital Personal Data Protection Act, 2023
• Secure handling of personal data
• Data minimization principles
• Data retention and deletion policies
• Data breach notification procedures
• Employee training on data protection

10.3 Information Security

• Physical security of documents and data
• Digital security measures
• Access control and authorization
• Regular security audits
• Incident response procedures

11. Dispute Resolution and Grievance Mechanism

11.1 Internal Dispute Resolution

• Primary Level: Direct discussion between service managers
• Escalation Level: Senior management involvement
• Timeline: 15 days for internal resolution
• Documentation: Written record of dispute and resolution

11.2 External Dispute Resolution

• Mediation: Through Chennai Mediation Centre
• Arbitration: As per Arbitration and Conciliation Act, 2015
• Consumer Forums: For consumer disputes as per Consumer Protection Act, 2019
• Civil Courts: Chennai City Civil Court for civil matters

11.3 Grievance Redressal

• Grievance Officer: Grievance Redressal Officer
• Email: grievance@arrowfacilityservices.com
• Phone: +91 98409 63029
• Response Time: 30 days from receipt of complaint
• Escalation: To appropriate regulatory authorities if required

12. Force Majeure

Force Majeure events include but are not limited to:

• Natural disasters (earthquakes, floods, cyclones)
• Government actions and policy changes
• Pandemic and public health emergencies
• War, terrorism, and civil unrest
• Labour strikes and industrial action
• Infrastructure failures beyond our control

13. Intellectual Property Rights

13.1 Service Provider IP

• Proprietary cleaning processes and methodologies
• Training materials and procedures
• Quality control systems
• Technology and software solutions
• Brand name and trademark rights

13.2 Client IP

• Respect for client's intellectual property
• No unauthorized use of client trademarks
• Confidentiality of proprietary information
• Non-disclosure of trade secrets

14. Labour Law Compliance

14.1 Employment Compliance

• Compliance with Code on Wages, 2019
• Adherence to Contract Labour (Regulation and Abolition) Act, 1970
• Implementation of Industrial Relations Code, 2020
• Compliance with Social Security Code, 2020
• Occupational Safety, Health and Working Conditions Code, 2020

14.2 Employee Rights and Benefits

• Minimum wage compliance
• Provident Fund and ESI contributions
• Gratuity and bonus payments
• Leave entitlements as per law
• Maternity and paternity benefits
• Non-discrimination and equal opportunity

14.3 Workplace Safety

• Safety training and orientation
• Personal protective equipment provision
• Regular safety audits
• Accident reporting and investigation
• Emergency response procedures
• Health and wellness programs

15. Environmental and Sustainability Commitments

15.1 Environmental Compliance

• Compliance with Environment Protection Act, 1986
• Water (Prevention and Control of Pollution) Act, 1974
• Air (Prevention and Control of Pollution) Act, 1981
• Hazardous Waste Management Rules
• Noise Pollution (Regulation and Control) Rules

15.2 Sustainable Practices

• Use of biodegradable cleaning products
• Water conservation and recycling
• Energy-efficient equipment usage
• Waste reduction and recycling programs
• Carbon footprint reduction initiatives
• Green certification pursuit

16. Technology and Digital Services

16.1 Digital Platform Usage

• Service management software and applications
• Real-time monitoring and reporting systems
• Digital attendance and tracking systems
• Customer portal access and usage
• Mobile application services

16.2 Data Security in Digital Services

• Encryption of data transmission
• Secure user authentication
• Regular security updates and patches
• Backup and disaster recovery procedures
• Compliance with IT Act, 2000

17. Governing Law and Jurisdiction

These Terms of Service are governed by the laws of India, specifically:

• Governing Law: Laws of the Republic of India
• Jurisdiction: Courts of Chennai, Tamil Nadu
• Language: English language shall prevail in case of interpretation
• Amendments: Changes require written consent of both parties
• Severability: Invalid clauses do not affect remaining terms

18. Contact Information for Legal Matters