Service Fulfillment Policy

1. Services We Provide

Assistmate is an on-demand personal assistance platform operating in Pune, Maharashtra. Through the Platform, Customers can book independent, verified Helpers for everyday tasks, including:

• Bag carrying assistance — help carrying groceries, shopping bags and luggage;
• Shopping assistance — a Helper to accompany and assist you through a shopping trip;
• Personal Assistance — pickups, drop-offs and everyday tasks;
• Companionship — assistance and company for outings and events.

Some categories may be marked as "coming soon" and become available as we expand. The services on offer are listed on our Services page.

2. Service Area

We currently operate within Pune, Maharashtra. Availability may vary by locality and time slot. If a Helper cannot be arranged for your requested location or time, we will inform you and, where you have paid in advance, issue a full refund in line with our Refund & Cancellation Policy.

3. Booking and Confirmation

• You create a booking by selecting a service and providing the required details — service type, pickup/drop location, date, time and any notes.
• On submission, your booking is recorded as Pending and you receive an on-screen and/or email confirmation that we have received your request.
• Our team reviews the request and assigns a suitable verified Helper. Once assigned, the booking status changes to Assigned and you are notified.

4. Service Delivery

• The assigned Helper arrives at the agreed location and time and performs the booked service. The booking moves to In Progress while the service is being carried out.
• You should provide accurate details and reasonable cooperation so the Helper can complete the task safely and effectively.
• On completion, the booking is marked Completed and a receipt/invoice is made available to you.

5. Timelines

Services are delivered at the date and time you select during booking, subject to Helper availability. As assignment is performed by our team to ensure quality and trust, there may be a short interval between placing a booking and confirmation of the assigned Helper. We aim to confirm assignments promptly and will keep you informed of your booking status.Assistmate does not ship any physical products; all fulfilment is the in-person delivery of the booked assistance service.

6. Rescheduling and Cancellation

You can reschedule or cancel a booking subject to the windows and fees set out in our Refund & Cancellation Policy. Where a service cannot be fulfilled by us or the assigned Helper, we will offer to reschedule or provide a full refund.

7. Verification and Trust

Helpers complete an onboarding and verification process, including identity verification, before being assigned to bookings. We take reasonable steps to maintain the safety and reliability of the Platform. If you have any concern about a Helper or a service, please report it to our support team immediately.

8. Pricing and Payment

Prices are shown on the Platform before you confirm a booking and are inclusive of all applicable taxes. Payment is collected through secure third-party payment gateways. Please refer to our Terms & Conditions for full details on pricing, payments and taxes.

9. Support

If anything about your booking does not go as expected, our support team is available Monday to Sunday, 9:00 AM – 9:00 PM IST at assistmate32@gmail.com or +91 9673810691. See our Contact Us page for all the ways to reach us.

10. Changes to This Policy

We may update this Service Fulfillment Policy from time to time. The latest version will always be available on this page with a revised "Last updated" date.