Partner Terms & Conditions

PRALEKH PARTNER TERMS & CONDITIONS

Version: PTC-01  |  Effective Date: As displayed on the PRALEKH Partner Portal

These Partner Terms & Conditions (“Partner T&C” or “Terms”) govern the Partner’s use of the PRALEKH platform and participation in the PRALEKH Partner Network. These Terms shall be read together with the applicable PRALEKH Partner Agreement (“Agreement”), applicable Order terms, Privacy Policy/Data Notice, and other policies published by PRALEKH.

By accepting these Terms electronically or otherwise agreeing to them through an authorised PRALEKH process, the Partner confirms that the Partner has read, understood and agreed to comply with these Terms.

1. APPLICABILITY AND ACCEPTANCE

1.1 These Terms apply to every Partner using the PRALEKH Partner Portal, receiving or managing Orders, communicating with Customers, providing Services, or receiving Partner-related payments through PRALEKH.

1.2 The Partner must accept the applicable version of these Terms before accessing or continuing to use Partner facilities where acceptance is required by PRALEKH.

1.3 Each accepted version shall remain part of the Partner’s contractual record. Acceptance of a later version does not erase or replace records of previous acceptance.

1.4 The Partner shall regularly review the Partner Portal for updated Terms, policies, procedures, notices and operational requirements.

2. PARTNER PROFILE AND INFORMATION

2.1 The Partner shall maintain accurate and current information on the Partner Portal.

2.2 The Partner shall promptly update information that becomes inaccurate, outdated or materially incomplete.

2.3 PRALEKH may request supporting documents, qualifications, registrations, licences, photographs, identity information or other verification information where reasonably required.

2.4 The Partner shall not provide false, forged, misleading or unauthorised information or documents.

2.5 PRALEKH may suspend relevant Partner functionality where required information or verification is incomplete or cannot reasonably be verified.

3. SERVICES AND SERVICE APPROVAL

3.1 The Partner may provide only Services approved for the Partner through the Partner Portal.

3.2 The Partner may request additional Services, but such Services shall become available only after PRALEKH approval.

3.3 PRALEKH may temporarily suspend or modify the availability of a Service for operational, compliance, quality, capacity, Customer demand or other legitimate reasons.

3.4 Approval of a Service does not guarantee Customer demand, Orders, revenue or continued availability of that Service.

3.5 The Partner shall not accept an Order for a Service that the Partner is not authorised or qualified to perform.

4. SERVICE AREA AND PINCODE ALLOCATION

4.1 Partner eligibility and Order allocation may be determined on the basis of Service + Service Area/Pincode + Partner eligibility.

4.2 PRALEKH may designate a Partner as a primary Partner for a particular Service and pincode during an initial or limited-Partner phase.

4.3 Where a Partner is designated as a primary Partner, relevant Orders may ordinarily be offered to that Partner first, subject to availability, capacity, service quality, Customer requirements and other applicable allocation criteria.

4.4 PRALEKH may introduce additional Partners for the same Service and pincode where Customer demand, workload, capacity, availability, specialisation, service continuity, quality or other legitimate operational requirements make this necessary.

4.5 A Partner shall not represent primary Partner status as permanent ownership or unconditional exclusivity over a pincode, Service or Customer.

4.6 A Partner’s approval for one pincode does not automatically extend to another pincode.

4.7 A Partner’s approval for one Service does not automatically extend to another Service.

4.8 The Partner may request additional pincodes through the Partner Portal. Such requests shall be subject to PRALEKH approval.

5. ORDER ASSIGNMENT

5.1 Orders may be offered or assigned based on Service, pincode, eligibility, Partner availability, capacity, Customer requirements, previous service relationship, operational requirements and other applicable criteria.

5.2 PRALEKH may use automated, manual or combined allocation methods.

5.3 Where reasonably available and appropriate, PRALEKH may assign a repeat Order for the same or related Service to the Partner who previously handled that Customer’s Service.

5.4 Repeat allocation is not guaranteed where another allocation is necessary due to availability, capacity, service requirements, Customer preference, quality, location or other legitimate reasons.

5.5 An Order shall be considered a PRALEKH-originated Order even if the Partner subsequently rejects, passes, cancels or does not complete it.

6. ORDER ACCEPTANCE, REJECTION AND PASSING

6.1 The Partner may Accept, Reject or Pass an Order through the available Partner Portal facility.

6.2 The Partner should review the available Order information before accepting an Order.

6.3 Once accepted, the Partner shall make reasonable efforts to complete the Service within the applicable timeline.

6.4 Repeated unreasonable rejection, passing, non-response or failure to complete accepted Orders may affect future allocation, Partner status or account access.

6.5 The Partner shall not accept an Order merely to obtain Customer information and subsequently attempt to take the Customer outside PRALEKH.

6.6 Rejected, passed or cancelled Orders shall remain subject to PRALEKH’s confidentiality, Customer-data and non-circumvention requirements.

7. ORDER INFORMATION AND COMMERCIAL TERMS

7.1 Before accepting an Order, PRALEKH may display or communicate the applicable Customer Price, Partner Earning, promotional benefit, timeline, Service details and other relevant terms.

7.2 The Partner shall review the information reasonably available before accepting an Order.

7.3 The commercial terms applicable to an accepted Order shall generally be those displayed or communicated at the time of acceptance.

7.4 General Service prices and Partner commercial terms may increase or decrease from time to time and shall not be treated as permanently fixed merely because the Partner previously saw a different price.

7.5 PRALEKH may correct an obvious technical, typographical or display error and may make other permitted adjustments in accordance with the Agreement, these Terms and applicable law.

8. PROMOTIONAL OFFERS AND CAMPAIGNS

8.1 PRALEKH may introduce limited-period discounts, promotional offers, introductory pricing, referral campaigns, customer acquisition programmes or other commercial incentives.

8.2 Each offer may specify the applicable Service, Customer benefit, validity period, eligibility and Partner commercial treatment.

8.3 Where Partner participation or acceptance is required, the Partner shall review the applicable offer terms before accepting participation or an affected Order.

8.4 A promotional offer does not create a permanent Customer Price or Partner Earning.

8.5 PRALEKH may modify, suspend or discontinue an offer in accordance with its stated terms and applicable law.

8.6 The Partner shall not independently advertise or promise a PRALEKH promotion that has not been authorised.

9. SERVICE PERFORMANCE

9.1 The Partner shall perform accepted Services professionally, accurately, diligently and within applicable timelines.

9.2 The Partner shall keep the Customer appropriately informed about material developments affecting the Service.

9.3 The Partner shall promptly notify PRALEKH of circumstances likely to materially delay, prevent or change the agreed Service.

9.4 The Partner shall not knowingly submit, prepare, facilitate or use incorrect, incomplete, misleading, fraudulent or unauthorised documents or information.

9.5 Where a Service requires professional judgement, qualification, licence, registration or statutory compliance, the Partner shall ensure that the applicable requirements are satisfied.

10. CUSTOMER COMMUNICATION

10.1 Customer communication shall be used only for legitimate Service-related purposes.

10.2 The Partner shall communicate professionally and shall not threaten, abuse, harass, mislead or improperly pressure a Customer.

10.3 The Partner shall not request unnecessary personal information from a Customer.

10.4 The Partner shall not use Customer contact details obtained through PRALEKH for unrelated business, personal marketing, solicitation or lead generation.

10.5 Where PRALEKH provides in-platform chat or communication facilities, the Partner shall use them for relevant Service communication in accordance with platform requirements.

10.6 The Partner shall not use external communication channels to avoid PRALEKH processes, payment procedures or Customer protections.

11. CUSTOMER DOCUMENTS

11.1 Customer documents shall be used only for the authorised Service.

11.2 The Partner shall take reasonable steps to prevent loss, unauthorised copying, alteration, disclosure or misuse of Customer documents.

11.3 The Partner shall not retain original Customer documents longer than reasonably necessary or legally required.

11.4 The Partner shall return or securely handle documents in accordance with the applicable Service requirements.

11.5 The Partner shall promptly report any loss, suspected theft, unauthorised disclosure, alteration or compromise of Customer documents.

12. PERSONAL DATA AND CONFIDENTIAL INFORMATION

12.1 The Partner shall process Customer personal information only for authorised Service purposes and in accordance with applicable law, PRALEKH policies and the applicable Privacy Policy/Data Notice.

12.2 The Partner shall not sell, disclose, publish, transfer, commercially exploit or otherwise misuse Customer information.

12.3 The Partner shall not create an independent Customer database from PRALEKH-generated Customer information for unrelated purposes.

12.4 The Partner shall maintain reasonable security measures for information accessible through PRALEKH.

12.5 If the Partner becomes aware of a suspected personal-data breach or unauthorised access, the Partner shall notify PRALEKH promptly and cooperate with reasonable investigation and corrective measures.

12.6 The Partner shall comply with applicable data-protection obligations that apply to the Partner’s activities.

13. ADDITIONAL PAYMENT REQUESTS

13.1 Where an accepted Order requires legitimate additional work, expense or charge not included in the original Order, the Partner shall use the PRALEKH Additional Payment Request facility where available.

13.2 The Partner shall clearly state the amount and reason for the request.

13.3 The Partner shall not split, disguise or artificially increase charges to avoid applicable controls.

13.4 The Partner shall not collect an additional amount directly from the Customer where the applicable PRALEKH process requires Customer approval through the platform.

13.5 A Customer’s refusal to approve an Additional Payment Request shall not authorise the Partner to impose the amount directly, unless otherwise permitted by the applicable Order terms or applicable law.

14. CUSTOMER PAYMENTS

14.1 The Partner shall not demand or collect unauthorised payment from a Customer for a PRALEKH-originated Order.

14.2 Where payment is required through PRALEKH, the Partner shall not instruct the Customer to pay through another channel for the purpose of avoiding PRALEKH.

14.3 Cash, UPI, bank transfer or other direct payment shall not be used to circumvent an applicable PRALEKH payment or commercial process.

14.4 Any legitimate statutory or third-party payment that must be paid directly by the Customer shall be handled transparently and in accordance with the applicable Service process.

15. PARTNER FEES AND REFUND POLICY

15.1 Partner registration, onboarding, subscription, activation, access and other Partner-related fees shall be governed by the applicable commercial terms.

15.2 Unless expressly stated otherwise by PRALEKH or required under applicable law, Partner-related fees are non-refundable once the applicable registration, onboarding, subscription, activation, access or related service has commenced or been provided.

15.3 A Partner’s decision not to use the platform, receipt of fewer Orders than expected, voluntary withdrawal or termination shall not by itself create a refund entitlement.

15.4 Duplicate payments, payment-gateway errors or other exceptional payment situations may be reviewed by PRALEKH and handled according to the applicable refund process.

15.5 Any refund expressly approved by PRALEKH or required under applicable law shall be processed through the applicable payment method and may be subject to lawful adjustments.

16. CANCELLATION AND ORDER CLOSURE

16.1 Orders may be cancelled due to Customer request, Partner request, service impossibility, payment failure, fraud concerns, operational requirements, incomplete information or other permitted circumstances.

16.2 The Partner shall not deliberately cause cancellation in order to obtain Customer information or move the transaction outside PRALEKH.

16.3 Where an Order is cancelled after work has commenced, any applicable Partner payment, Customer refund or adjustment shall be determined under the applicable Order terms and PRALEKH policy.

16.4 The Partner shall not independently promise a refund or financial adjustment on behalf of PRALEKH unless authorised.

17. DOCUMENT COMPLETION AND DELIVERY

17.1 Completed documents shall be uploaded or delivered through the prescribed PRALEKH process.

17.2 The Partner shall ensure that documents uploaded as completed are the correct documents for the relevant Customer and Order.

17.3 The Partner shall not upload fraudulent, unrelated, incomplete or unauthorised documents.

17.4 Where multiple completed documents form part of the Service, the Partner shall provide all applicable documents through the prescribed process.

17.5 The Partner shall not withhold a Customer’s completed documents to pressure the Customer into an unauthorised payment.

18. CUSTOMER REVIEWS AND RATINGS

18.1 Customers may provide ratings, reviews or feedback regarding Services.

18.2 Partners shall not manipulate, purchase, fabricate or improperly influence ratings or reviews.

18.3 The Partner shall not threaten or pressure a Customer to remove negative feedback.

18.4 PRALEKH may use genuine feedback as part of quality monitoring, Partner evaluation and service improvement.

19. COMPLAINTS AND SERVICE ISSUES

19.1 Customer complaints may be reviewed by PRALEKH.

19.2 The Partner shall respond to reasonable requests for clarification or supporting information within the applicable time.

19.3 PRALEKH may request documents, Order records, communications or other relevant information to investigate a complaint.

19.4 Where necessary, PRALEKH may temporarily restrict Orders while an issue is investigated.

19.5 The Partner shall not delete, alter or conceal relevant records after becoming aware of a material complaint or investigation.

20. PARTNER ACCOUNT AND SECURITY

20.1 The Partner is responsible for maintaining reasonable security of its Partner account.

20.2 Login credentials, passwords and OTPs shall not be shared with unauthorised persons.

20.3 The Partner shall immediately report suspected account compromise or unauthorised activity.

20.4 The Partner shall not create duplicate Partner accounts to bypass restrictions, suspension, verification or commercial controls.

20.5 PRALEKH may require additional verification where account security or identity is reasonably in doubt.

21. SUBCONTRACTING AND THIRD-PARTY PERFORMANCE

21.1 The Partner shall not transfer or subcontract a PRALEKH Order to another person or service provider without required PRALEKH approval.

21.2 Where employees, assistants or approved representatives are used, the Partner remains responsible for compliance with applicable requirements.

21.3 An unauthorised third party shall not access Customer information, documents or the Partner Portal.

21.4 The Partner shall remain responsible for the quality and legality of Services performed through persons engaged by the Partner to the extent permitted by applicable law.

22. PARTNER PORTAL AND TECHNOLOGY

22.1 The Partner Portal shall be used only for legitimate Partner activities.

22.2 The Partner shall not attempt to bypass, disable, manipulate, reverse engineer, interfere with or compromise PRALEKH’s technical systems.

22.3 The Partner shall not use automated scripts, bots, scraping tools or other unauthorised mechanisms to access PRALEKH data or systems.

22.4 PRALEKH may modify, improve, suspend or discontinue platform features, subject to applicable contractual obligations and applicable law.

22.5 Temporary technical failures, maintenance, payment-gateway failures, network interruptions or third-party service failures may affect platform availability.

23. PARTNER COMMUNICATIONS AND NOTICES

23.1 PRALEKH may communicate Order information, notices, policy updates and other Partner communications through the Partner Portal, registered mobile number, email, notifications or other authorised channels.

23.2 The Partner shall keep registered contact information current.

23.3 The Partner shall regularly check the Partner Portal and registered communication channels.

23.4 A Partner shall not claim lack of awareness of an applicable notice solely because the Partner failed to review the registered communication channel or Partner Portal where the notice was properly published under the applicable procedure.

24. SERVICE QUALITY AND PARTNER PERFORMANCE

24.1 PRALEKH may monitor service completion, Customer feedback, response behaviour, rejection/pass rates, cancellation patterns, complaints, document quality, timelines and other legitimate service indicators.

24.2 PRALEKH may use such information for Order allocation, Partner support, quality improvement and Partner-management decisions.

24.3 Persistent failure to meet applicable service standards may result in corrective action, reduced allocation, temporary suspension or termination in accordance with the Agreement.

25. NON-CIRCUMVENTION AND CUSTOMER DIVERSION

25.1 The Partner shall not contact, solicit, redirect or encourage a PRALEKH Customer to independently purchase the same or substantially related Service outside PRALEKH for the purpose of bypassing PRALEKH.

25.2 This restriction applies to Customers and leads received through PRALEKH whether the related Order was accepted, rejected, passed, cancelled or completed.

25.3 The Partner shall not use Customer contact details obtained through PRALEKH to build an independent customer relationship for unrelated commercial solicitation.

25.4 The Partner shall not refer PRALEKH Customers to another service provider for the purpose of avoiding PRALEKH.

25.5 The Partner shall not transfer, disclose or provide PRALEKH Customer information to another person or business for the purpose of diverting or bypassing PRALEKH.

25.6 Any legitimate independent business relationship shall remain subject to the Partner’s continuing confidentiality, data-protection and non-circumvention obligations.

26. FRAUD, MISREPRESENTATION AND UNLAWFUL CONDUCT

26.1 The Partner shall not engage in fraud, forgery, impersonation, deception, manipulation or other unlawful conduct in connection with PRALEKH.

26.2 The Partner shall not submit false claims regarding qualifications, professional status, Service completion, Customer approval, payments or documents.

26.3 The Partner shall not create false Orders, fake Customers, artificial ratings or manipulated transactions.

26.4 The Partner shall not use PRALEKH to facilitate an unlawful transaction or service.

26.5 PRALEKH may suspend access and take other lawful action where it reasonably suspects serious misconduct.

27. CONFIDENTIAL BUSINESS INFORMATION

27.1 The Partner shall keep PRALEKH’s non-public business information confidential.

27.2 This includes Customer and lead information, commercial terms, pricing structures, Partner information, platform processes, internal systems, business strategies, reports and non-public operational information.

27.3 Confidential information shall not be copied, sold, disclosed or used for an unauthorised purpose.

27.4 These obligations shall continue after the Partner’s relationship with PRALEKH ends to the extent applicable.

28. BRAND AND MARKETING

28.1 The Partner may use PRALEKH branding only in the manner authorised by PRALEKH.

28.2 The Partner shall not create advertisements, social media content, websites, visiting cards or other promotional material implying unauthorised ownership, employment, agency, franchise or representation of PRALEKH.

28.3 The Partner shall not make false claims regarding PRALEKH, its Services, pricing, approvals, guarantees or Customer outcomes.

28.4 Any Partner-created promotional material referring to PRALEKH shall comply with applicable brand and marketing guidelines where provided.

29. RECORDS AND AUDIT TRAIL

29.1 PRALEKH may maintain records relating to Partner registration, verification, Agreement and Terms acceptance, Orders, pricing, communications, payments, Additional Payment Requests, Customer approvals, documents, complaints, settlements, suspension and other relevant platform activity.

29.2 Such records may be maintained electronically and may be used for operational, accounting, compliance, dispute-resolution and legal purposes, subject to applicable law.

29.3 The Partner shall not intentionally delete, alter or falsify records relating to PRALEKH Services.

29.4 The Partner shall reasonably cooperate where records are required for investigation, regulatory compliance or dispute resolution.

30. SUSPENSION AND RESTRICTION

30.1 PRALEKH may temporarily restrict Orders, Services or account access where reasonably necessary due to suspected fraud, data misuse, serious complaints, security concerns, repeated service failures, non-compliance, circumvention or other material risk.

30.2 PRALEKH may restrict only particular Services or Service Areas where a full account suspension is not reasonably necessary.

30.3 Where circumstances reasonably permit, PRALEKH may provide the Partner an opportunity to respond or rectify the issue.

30.4 Immediate protective action may be taken where delay could reasonably result in Customer harm, financial loss, data misuse, fraud or other material risk.

31. TERMINATION AND POST-TERMINATION CONDUCT

31.1 Termination shall be governed by the Agreement.

31.2 Following termination, the Partner shall not represent itself as an active PRALEKH Partner.

31.3 The Partner shall stop using PRALEKH branding except where expressly authorised.

31.4 The Partner shall complete or appropriately hand over existing Orders as directed.

31.5 The Partner shall return, delete or securely handle Customer information and documents in accordance with applicable law and PRALEKH requirements.

31.6 Confidentiality, Customer-data protection, non-circumvention, payment obligations and other obligations intended to survive shall continue after termination.

32. TAXES AND STATUTORY COMPLIANCE

32.1 The Partner is responsible for its own applicable tax, professional, registration and statutory obligations arising from its business activities.

32.2 Where PRALEKH is required by law to deduct, collect, report or withhold any amount, PRALEKH may do so.

32.3 The Partner shall provide information reasonably required for lawful accounting, tax, payment or regulatory purposes.

33. FORCE MAJEURE AND THIRD-PARTY SERVICES

33.1 PRALEKH shall not be responsible for delay or failure caused by circumstances reasonably beyond its control, including network failure, payment-gateway failure, banking disruption, governmental action, natural disaster, public emergency, cyber incident, telecommunications failure or third-party service interruption, subject to applicable law.

33.2 Third-party services used in connection with an Order may have their own terms and operational limitations.

33.3 The Partner shall cooperate reasonably where a third-party failure affects an Order.

34. UPDATES TO THESE TERMS

34.1 PRALEKH may update these Terms from time to time to reflect operational, technical, legal, regulatory, commercial or business changes.

34.2 Each revised version shall carry a version number and effective date.

34.3 PRALEKH may notify the Partner through the Partner Portal or registered communication channels.

34.4 Where explicit acceptance of a revised version is required, the Partner may be required to accept the revised Terms before continuing to access affected Partner facilities.

34.5 Previous versions and their acceptance records shall be retained according to PRALEKH’s record-retention procedures.

35. ELECTRONIC ACCEPTANCE

35.1 The Partner may accept these Terms electronically through the PRALEKH Partner Portal.

35.2 PRALEKH may record the Partner ID, account information, Terms version, date and time of acceptance, acceptance method, IP address, device/browser information, document or version reference, acceptance record ID and other appropriate technical information.

35.3 The Partner’s electronic acceptance shall be associated with the Partner’s verified account and applicable version of these Terms.

35.4 PRALEKH shall retain the applicable version accepted by the Partner and shall not rely solely on a later version to establish acceptance of an earlier version.

36. GOVERNING CONTRACTUAL FRAMEWORK

36.1 These Terms form part of the contractual framework between PRALEKH and the Partner.

36.2 In the event of conflict, the order of precedence shall be:

• a. applicable law;
• b. accepted Order-specific terms, to the extent applicable to that Order;
• c. PRALEKH Partner Agreement;
• d. these Partner Terms & Conditions; and
• e. applicable operational policies or guidelines.

36.3 Nothing in these Terms shall be interpreted to reduce any obligation expressly imposed by the Partner Agreement.

37. GENERAL

37.1 The Partner shall not assign or transfer its Partner account or contractual obligations without required PRALEKH approval.

37.2 The Partner shall not create duplicate accounts to bypass restrictions or commercial controls.

37.3 If any provision is found invalid or unenforceable, the remaining provisions shall continue to the extent permitted by applicable law.

37.4 Failure by PRALEKH to enforce a provision on one occasion shall not constitute a waiver of future enforcement.

37.5 These Terms shall be governed by applicable laws of India.

37.6 Disputes shall be addressed through the dispute-resolution mechanism provided in the Partner Agreement and applicable contractual framework.

37.7 Nothing in these Terms prevents either Party from pursuing a lawful remedy available under applicable law.

38. PARTNER ACKNOWLEDGEMENT

By accepting these Terms, the Partner confirms that the Partner:

• a. has been provided access to these Terms;
• b. understands that these Terms govern the day-to-day use of PRALEKH Partner facilities;
• c. agrees to follow applicable Order requirements;
• d. understands that Service and pincode allocation is subject to PRALEKH approval and operational requirements;
• e. understands that primary Partner status does not constitute permanent exclusivity or guarantee Orders;
• f. understands that prices and commercial terms may increase or decrease prospectively;
• g. agrees to comply with promotional and Order-specific terms;
• h. agrees to use Additional Payment procedures where applicable;
• i. agrees not to demand unauthorised Customer payments;
• j. agrees to protect Customer documents and personal information;
• k. agrees not to divert PRALEKH Customers, leads or Orders;
• l. agrees not to subcontract or transfer Orders without required approval;
• m. agrees to maintain account security;
• n. agrees to cooperate with complaints, investigations and reasonable verification;
• o. understands that violations may result in reduced allocation, suspension or termination; and
• p. agrees to regularly review the Partner Portal for applicable updates.