1. Equal Service Commitment
House Nexus does not permit discrimination against customers, service professionals, employees, vendors, or partners on the basis of religion, caste, race, colour, ethnicity, gender, gender identity, sexual orientation, marital status, disability, age, language, nationality, region, socioeconomic status, or any other protected or personal characteristic.
Service availability decisions should be based on practical criteria such as coverage area, technician capacity, appliance category, safety, part availability, customer communication, and lawful business requirements.
2. Customer Conduct Expectations
Customers must not insult, threaten, harass, exclude, or mistreat service professionals or support teams based on personal identity, language, caste, religion, gender, disability, regional background, or any unrelated personal characteristic.
House Nexus may cancel, pause, reschedule, or decline service where customer behaviour creates a hostile, unsafe, discriminatory, or abusive environment. Applicable visit or cancellation charges may still apply where a technician has already been dispatched.
3. Service Professional Conduct
Service professionals, coordinators, and representatives must not refuse service, delay support, use offensive language, make discriminatory comments, or treat customers differently because of identity, background, living arrangement, family structure, language, or social status.
Technicians must maintain professional boundaries, respect customer homes, and report safety or conduct concerns through appropriate channels.
4. Reporting and Review
Customers or service professionals may report discriminatory conduct through House Nexus support channels with booking details, date, location, screenshots, call records, or other relevant information where available.
House Nexus will review complaints in good faith, seek relevant context, and may take corrective actions such as warnings, retraining, reassignment, service cancellation, partner review, or escalation where required.
5. Non-Retaliation
House Nexus does not support retaliation against anyone who raises a good-faith discrimination concern or cooperates with a review. False, malicious, or misleading complaints may however be addressed under applicable conduct policies.
This policy works together with the Terms and Conditions, Privacy Policy, Service Professional Welfare Policy, and applicable law.
