Keepers — Terms of Service

Version 1.3

These Terms of Service ("the Terms") govern your use of the Keepers website and mobile applications and any booking you make through them. By creating an account, placing an order, or otherwise using Keepers you agree to be bound by them; if you do not agree, do not use Keepers. Section 12 sets out the additional terms for keepers.

1. Who we are, and who may use Keepers

1.1 Keepers is operated by Digital Path for Business Brokerage, national number 200198373, of Jabr Complex, Abdullah Ghosheh Street, Amman, Jordan. "The platform" means the Keepers website and applications; "a keeper" is an independent service provider offering household services through it; "a visit" is a keeper's attendance at your address to carry out an order.

1.2 You must have the legal capacity to contract and have reached the age of legal majority in Jordan. The information you give us must be true, complete and kept up to date.

1.3 One person, one account. Do not create a second account for yourself or let anyone else use yours. Your mobile number is your sign-in identity and we verify it, so you must be able to receive messages on it.

1.4 You are responsible for your password and for everything done on your account. Tell us at once if someone else has used it, or if you lose access to your registered number.

2. What the service is

2.1 Keepers is a booking platform: we connect customers who want household services with independent keepers who provide them. We are not a cleaning company and we do not employ keepers; each keeper works independently and is responsible for their own work.

2.2 An order you place is a request. It is confirmed when a keeper accepts it or we assign one to it, and we will tell you when that happens. If no keeper accepts it, you will not be charged.

2.3 We may decline or cancel an order. Where we do, you are not charged and anything already paid is returned in full.

2.4 We screen keepers before activating them. We take reasonable care over those checks, but some rely on information given to us by others and we cannot guarantee that any is complete.

3. Prices and payment

3.1 The price is the one shown when you place the order and is fixed at that moment; a later price change does not affect an order already placed. If a price is obviously wrong we are not obliged to honour it, and we will tell you first.

3.2 The payment methods open to you are shown when you place the order, and may include bank transfer, payment card, account credit and a prepaid package. Payment is due as shown at booking for the method you choose.

3.3 Card payments are taken on our payment provider's own secure screen. We never receive or store your card number or security code, and never charge a saved card on our own initiative.

3.4 Charges beyond the service price may apply, and each is shown in the app before you confirm it: items added to an order and their delivery, a charge where a visit starts late or runs beyond its booked hours, and a cancellation fee. We will not charge an amount you were not shown.

3.5 You pay Keepers, not the keeper. We pay keepers separately, and what a keeper earns for a job is not what you pay for it.

4. Changing or cancelling an order

4.1 You can change or cancel an order through the app. Some changes are possible only up to a point before the appointment, and after that you should contact support.

4.2 Before you confirm a change or a cancellation the app shows any fee that applies and any amount that is not refundable. Not being there for a confirmed visit, or cancelling very close to the appointment, may be charged as shown in the app.

4.3 Where we or the keeper cancel, no fee applies and anything you have paid is returned in full. Where a refund is due we will tell you the amount and how it will be paid; it may be returned as account credit or paid by bank transfer.

5. Prepaid packages and account credit

5.1 A package is a number of visits, of a set length, bought in advance, and a visit booked from one follows that package's terms. It is valid for the period shown when you buy it, and its refund rules are shown at the same time.

5.2 Account credit is a balance applied automatically to your next orders. It is not cash and is exchangeable for money only where we choose to refund it, and any expiry date is shown in your account.

5.3 Packages and credit are personal to you and cannot be transferred. We may withdraw credit issued in error or obtained abusively, and will tell you why.

6. During the visit, damage and loss

6.1 You must give the keeper safe access to the address at the booked time, and be present or arrange for someone to be there.

6.2 You are responsible for the keeper's safety and dignity in your home; harassment, abuse or unsafe conditions will end the visit and may end your account. You must not ask a keeper to do anything unlawful or unsafe, or anything outside the service you booked, which the app describes.

6.3 Please secure money, jewellery, documents and other valuables before the visit. If you provide cleaning products or equipment, tell the keeper how to use them; we are not responsible for damage they cause or for damage from using them as you instructed.

6.4 Keepers must arrive on time, carry out the service as described, and treat you and your home with care and respect.

6.5 If something in your home is damaged or lost during a visit, tell us through in-app support within 24 hours of the visit ending, with a description and any evidence. We will look into it, and where we uphold your report the remedy is at our discretion and limited to the value of the visit.

6.6 We provide no remedy for damage that existed before the visit, damage from products or equipment you supplied or from following your instructions, or damage to items needing specialist care. Once that 24 hours has passed the visit is treated as accepted as carried out.

7. Ratings, messaging and support

7.1 After a visit you can rate each keeper who attended and leave a comment, rating each separately. Do not submit ratings that are false or abusive, or that identify a keeper outside the platform; we may remove any that breach these Terms.

7.2 Your comment is private by default. You keep ownership of it and allow us to store it and to publish it on our website or in marketing material, showing only your first name and general area; you can ask us to stop displaying it at any time.

7.3 A private message thread is available for each order, for coordinating the visit. Messages are screened automatically before delivery, and those containing contact details or abusive, sexual or discriminatory language are blocked. Repeatedly sending blocked messages may lead to suspension.

7.4 Message threads are not private from us: our support staff can read them when handling a support request, resolving a dispute or investigating a possible breach of these Terms. Do not use chat or support to send anything unlawful, abusive or misleading.

8. Arranging work outside the platform

8.1 You must not use the platform to arrange work with a keeper outside Keepers, or exchange contact details for that purpose.

8.2 You must not engage a keeper you met through Keepers, directly or through anyone else, for twelve months after the last visit that keeper carried out for you.

9. Intellectual property

9.1 The platform and its content, design, text, graphics and software belong to us or to our licensors. You may use the platform for your own personal, non-commercial use, and may not copy, republish, distribute or create derivative works from it without our written permission.

10. Suspension and termination

10.1 If you breach these Terms we may restrict or suspend your account, which may mean you cannot place new orders or cannot sign in at all. Some restrictions are applied automatically — repeatedly cancelling close to the appointment, for example, may block new orders while leaving your account and history intact.

10.2 We will tell you when we restrict your account and you can ask us to review it. We may also withdraw or change the platform, in whole or in part, at any time.

11. Our liability, events outside our control, and general terms

11.1 Nothing in these Terms limits liability that cannot lawfully be limited, including for death or personal injury caused by our negligence, or for fraud.

11.2 Subject to clause 11.1, and apart from the remedy in clause 6.5, our total liability in connection with an order is limited to the amount you paid for that order. We are not liable for indirect or consequential loss, or for loss of profit, income or opportunity.

11.3 The platform is provided as it is; we do not promise it will be uninterrupted or free of error, though we work to keep it running.

11.4 We are not liable for failure or delay in performing an obligation where the cause is outside our reasonable control, including industrial action, civil unrest, war, natural disaster, epidemic, network failure and any act of a government authority. While such an event continues our obligations are suspended.

11.5 If something goes wrong, open a support request in the app first; it is the fastest route and it creates a record we can act on. These Terms are governed by the laws of the Hashemite Kingdom of Jordan, and the courts of Jordan have exclusive jurisdiction over any dispute arising from them. Nothing here limits your right to bring a claim before the courts.

11.6 We may revise these Terms. When we publish a new version we will ask you to accept it the next time you use the platform; the version that applies to an order is the one in force when you placed it.

11.7 These Terms and our Privacy Policy are the whole agreement between us about your use of the platform. If any part is unenforceable the rest continues to apply, and not enforcing a right is not a waiver of it. You agree that we may communicate with you electronically, and that this satisfies any legal requirement of writing.

12. Additional terms for keepers

This section applies if you provide services through Keepers. Everything above also applies to you, except where it is clearly addressed to customers.

12.1 Your status. You are an independent service provider, not our employee, and nothing in these Terms creates an employment relationship, a partnership or an agency between us. You are responsible for your own tax and any other obligation arising from your work.

12.2 Verification. Before we activate your account we assess your application, which may include verifying your identity, a security check, an interview and a skills assessment. We may ask for identity documents, and may decline an application without giving a reason.

12.3 Bookings. Work is offered as an invitation with a deadline to respond, and you may accept or decline. Accepting commits you to attend that visit at the stated time and address, and you may take bookings from customers you met through Keepers only through the platform.

12.4 Conduct. Attend on time, carry out the service as described, and treat every customer and their home with care and respect. What you see inside a customer's home is confidential. Tell us as early as you can if you cannot attend; cancelling an accepted job or not attending affects what you are paid and may lead to suspension.

12.5 Your earnings. The amount you earn for a job is shown before you accept it. Keeper rates are set by us and are separate from what the customer pays. Earnings are paid through the platform, by transfer to the account you register with us, once the job is complete.

12.6 Keeper policies. The keeper policies shown in the keeper app form part of these Terms. You cannot delete your keeper account from the app; contact support and we will handle it, subject to any outstanding jobs or balances.

13. Contact us

Email: [email protected]

Phone: 06 585 5912

Mobile and WhatsApp: 0795069587

Address: Jabr Complex, Abdullah Ghosheh Street, Amman, Jordan