Professional standards, verification requirements, and operational obligations for home service providers on Gletra Home Services.
Updated June 19, 2026 6 min read Official Gletra Policy
This Service Provider Policy governs independent professionals and partner agencies offering home services through Gletra Home Services, including electricians, plumbers, carpenters, cleaning professionals, and appliance repair technicians. Compliance ensures customer safety, service quality, and platform trust.
Gletra Home Services connects customers with verified service professionals for in-home appointments. Providers receive booking assignments through the provider app, communicate with customers via Gletra Chat and optional voice or video calls, and receive payment through Gletra's escrow and settlement system after service completion.
All service providers must complete identity verification, background checks for in-home services, skill assessment where applicable, and ongoing performance monitoring. This policy supplements the Home Service Terms, Terms and Conditions, and KYC Verification Policy.
Provider accounts failing to meet performance standards, receiving safety complaints, or violating conduct rules face progressive enforcement including booking restrictions, payout holds, retraining requirements, and permanent delisting from Gletra Home Services.
Provider Registration and Verification
Provider Registration and Verification
Service providers register through the Gletra provider onboarding portal and must satisfy verification requirements before receiving booking assignments.
Valid government-issued photo ID and completed KYC verification
Professional skill certification or documented experience for specialised trades
Background verification including criminal record check for in-home service access
Defined service area with accurate pin code coverage in provider profile
Portfolio photographs of prior work for carpentry, plumbing, and repair categories
Bank account verification for payout settlement
Partner agencies registering multiple providers must submit agency registration documents and assume responsibility for their assigned professionals' compliance with this policy.
Service Categories and Skill Requirements
Service Categories and Skill Requirements
Gletra Home Services supports the following primary service categories, each with specific skill and certification expectations.
Category
Typical Services
Certification Expectations
Electrical
Wiring, switchboard repair, fan installation, fault diagnosis
Licensed electrician preferred; minimum 2 years experience
Brand-specific or general appliance certification preferred
Service Delivery Standards
Service Delivery Standards
Providers must deliver services meeting the following minimum standards at every appointment.
Arrive within the confirmed appointment window; notify customer via Gletra Chat if delayed beyond 15 minutes
Present Gletra provider ID badge and verify booking details before entering customer premises
Conduct upfront assessment and communicate pricing before commencing billable work
Use professional language and conduct in all customer interactions including calls and chat
Complete work to industry standards and customer satisfaction before marking job complete
Clean work area and dispose of debris appropriately after service completion
Collect customer rating and feedback through the Gletra app upon job completion
Pricing and Payment Practices
Pricing and Payment Practices
Providers set service rates within Gletra platform guidelines. Transparent pricing is mandatory—customers must receive a clear estimate before work begins and approve any additional charges for parts, materials, or scope changes.
Diagnostic or inspection fees must be disclosed at booking or before travel
Parts and materials billed separately with customer approval documented in app
Off-platform payment requests violate Terms and result in immediate account suspension
Payment released from escrow 24 hours after job completion unless dispute filed
Tips given directly to providers are permitted but not processed through Gletra
Safety and In-Home Conduct
Safety and In-Home Conduct
Providers entering customer homes bear heightened safety and conduct responsibilities. The following rules are strictly enforced.
Never enter a home when no adult customer or authorised representative is present
Do not bring unauthorised assistants without customer and Gletra approval
Report safety hazards discovered during service through the provider app
Zero tolerance for harassment, discrimination, theft, or substance use on the job
Use the in-app emergency button if you feel unsafe at a customer location
Do not photograph customer property except for job documentation with consent
Insurance and Liability
Insurance and Liability
Service providers are primarily responsible for work quality and any property damage or personal injury caused by negligent service delivery. Providers should maintain appropriate trade liability insurance where available.
Gletra platform insurance may provide limited coverage for verified incidents involving registered providers operating within platform guidelines. Claims must be filed within 48 hours with photographic evidence and incident report through the provider app.
Performance Metrics and Ratings
Performance Metrics and Ratings
Provider performance is continuously monitored through customer ratings, completion rates, cancellation rates, and dispute outcomes.
Metric
Minimum Standard
Action if Below Standard
Customer rating
4.0 stars average
Improvement plan below 3.8; delisting below 3.5
On-time arrival
90% or higher
Scheduling review below 85%
Cancellation rate
Below 5% monthly
Booking restriction above 8%
Dispute rate
Below 3%
Quality audit above 5%
Response time (chat)
Within 2 hours
Warning after repeated delays
Communication Requirements
Communication Requirements
All customer communication regarding bookings, pricing, rescheduling, and service issues must occur through Gletra Chat or platform-initiated voice and video calls. This ensures dispute resolution capability and customer safety monitoring.
Account Suspension and Delisting
Account Suspension and Delisting
Gletra may immediately suspend provider accounts for safety violations, theft allegations, assault complaints, fraudulent credentials, or off-platform payment solicitation. Suspended providers forfeit pending booking assignments. Confirmed violations result in permanent delisting and referral to law enforcement where appropriate.
Provider Support and Training
Provider Support and Training
Gletra provides onboarding training modules, safety guidelines, customer service best practices, and periodic skill workshops through the provider portal. Contact provider-support@gletra.com for operational assistance, payout inquiries, and booking disputes.
Frequently Asked Questions
Apply through the Gletra provider onboarding portal, submit identity documents for KYC, complete background verification, define your service area and categories, and upload portfolio or certification evidence. Approval typically takes 5–7 business days. Electricians, plumbers, carpenters, cleaners, and appliance repair technicians are all welcome to apply.
Yes, within platform rate guidelines displayed in the provider dashboard. You must provide upfront estimates before starting work and obtain customer approval for any additional charges. Hidden fees and off-platform payment requests are prohibited and result in account suspension.
Payment is released from Gletra escrow 24 hours after the customer marks the service complete, unless a dispute is filed. Payouts settle to your verified bank account within 1–3 business days. View earnings and payout history in the provider app under Finance.
The customer may file a dispute within 24 hours of service completion. Gletra reviews evidence from both parties including chat logs, photos, and scope documentation. You may be required to revisit and remedy the issue at no additional charge. Repeated quality disputes trigger performance review.
Yes, for all in-home service categories. Background checks including identity verification and criminal record screening are mandatory before your first booking assignment. Providers who fail verification cannot operate on Gletra Home Services.
Only with prior customer approval documented in Gletra Chat and Gletra support notification for agency providers. Unauthorised third parties entering customer homes violate safety policy and may result in immediate account suspension.
Legal Notice
This document forms part of the Gletra Terms of Service. Gletra Technologies Pvt. Ltd. reserves the right to update this policy at any time with reasonable notice. Material changes will be communicated via email, in-app notification, or a prominent notice on our platform. Continued use of Gletra after changes constitutes acceptance of the revised policy. For questions, contact legal@gletra.com.
