Mistri Terms of Service

1. Platform Description

Mistri is a platform that connects clients seeking services with professional service providers. The platform acts as an intermediary and is not a party to the service contract between the client and the provider.

15 service categories are available: plumbing, electrical work, housekeeping and cleaning, painting, gardening, carpentry, masonry, air conditioning, locksmith services, moving, hairdressing, tailoring, auto mechanics, computer repair, and private tutoring.

2. Registration and Account

Registration requires a Pakistani phone number (+92). A 6-digit verification code is sent via SMS to confirm your identity. Two types of accounts are available: Client (you are looking for a service) or Provider (you offer your services). Your account may be suspended in the event of abusive behavior or repeated fraudulent login attempts.

3. Becoming a Provider

To become a provider, you must submit an identity document (national ID card, front and back) for verification, define your service categories and your work zones within Pakistan. Your profile is reviewed by our validation team before activation. You start with Standard status and may advance based on your reputation.

4. Service Modes

• Provider travels to client: The provider comes to the client's address. The client provides their GPS location and address.
• Client travels to provider: The client goes to the provider's premises. The provider must have registered at least one service location with an address.
• Both options: Some providers offer both options depending on the service category. The client selects the preferred mode when making the request.

5. How to Request a Service

Direct Mission

You choose a specific provider and send them your request. The provider may accept, propose a price, or decline. Price negotiation is conducted through an exchange of proposals (up to 5 rounds maximum). Once the price is accepted by both parties, the mission moves to "Agreed" status.

Open Mission (Broadcast)

You describe your need and all qualified providers in your area receive your request. Interested providers submit their quotes. You compare the quotes and choose the one that suits you best. An open mission expires automatically after 4 hours without a selection. Priority providers (those with the best reputation) are notified first.

6. Mission Workflow

1. Pending: The request has been created
2. Negotiation: Exchange of price proposals
3. Agreed: The price has been accepted by both parties
4. Accepted: The provider formally commits
5. En Route: The provider is heading to the location (in "provider travels to client" mode)
6. Arrived: The provider is on site
7. In Progress: The service is being performed
8. Completed: The service is finished, awaiting confirmation and payment
9. Confirmed: The client has confirmed successful completion

7. Payments

All amounts are in Pakistani Rupees (PKR). Accepted payment methods are Easypaisa, JazzCash, and Bank Transfer. The client may top up their balance in advance and pay directly from their wallet. Payment for a mission is only requested after the service has been completed.

8. Escrow Guarantee System

After a mission is confirmed, the provider's funds are held for 48 hours. This security period allows the client to report an issue before the funds are definitively released. After 48 hours without a dispute, the funds are automatically released to the provider. Funds held in escrow cannot be withdrawn by the provider during this period.

9. Withdrawals

• Minimum withdrawal amount: 1,000 PKR
• Maximum withdrawal amount: 500,000 PKR
• Withdrawals available via Easypaisa, JazzCash, and Bank Transfer
• Processing time: up to 48 hours (team validation + bank processing)
• You may cancel a withdrawal request as long as it is pending validation
• Funds involved in a dispute, held in escrow, or already reserved for a pending withdrawal are not available for a new withdrawal

10. Cancellations and Reputation Penalties

Cancellations are managed through a reputation penalty system. No financial penalties are applied to either the client or the provider.

If the Provider Cancels

Reputation points are deducted based on the stage of the mission:

• During negotiation or after price agreement: -5 reputation points
• After formal commitment (mission accepted): -10 reputation points
• En route, arrived, or during service execution: -20 reputation points

These penalties directly affect the provider's level (Beginner, Standard, Bronze, Silver, Gold) and consequently their visibility and priority in search results.

If the Client Cancels

Before the provider's formal commitment, no restrictions apply. After formal commitment, each cancellation is recorded:

• 3 cancellations within 30 days: temporary block of 24 hours (unable to create new missions)
• 5 cancellations within 30 days: temporary block of 72 hours

This system is designed to protect providers against abusive cancellations while remaining fair to clients.

11. Disputes and Refunds

In the event of a problem, the client or the provider may open a dispute. A dispute may be opened for a completed, confirmed, or in-progress mission. Only one dispute per mission is permitted. The complainant may provide evidence (photos, documents, screenshots).

Our moderation team reviews the dispute and renders a decision: - Resolution in favor of the client: full refund (100%) of the agreed price, credited to the client's balance. The amount is debited from the provider (first from escrowed funds, then from the balance if necessary). The provider receives a reputation penalty. - Resolution in favor of the provider: no financial impact; the provider retains their funds.

12. Service Fees

A mission fee of 200 PKR is deducted from the provider's balance after confirmation of each mission. This fee is waived for providers with a Standard or Premium subscription.

13. Provider Subscriptions

• Starter (free, default): 1 mission at a time, 200 PKR fee per mission
• Standard (paid, monthly): up to 3 simultaneous missions, no per-mission fee
• Premium (paid, monthly): unlimited simultaneous missions, no per-mission fee, boosted visibility

Subscription payment is debited from the provider's balance. In the event of insufficient balance at renewal, the subscription expires naturally (3-day grace period). Plan changes are possible at any time (immediate upgrade, downgrade at expiration of the current plan).

14. Reputation System

Each provider accumulates reputation points based on the quality of their services. 5 levels exist: Beginner, Standard, Bronze, Silver, and Gold. Points increase after a successful mission and based on ratings received. Points decrease in the event of cancellation, justified complaint, or poor rating. Points never drop below zero. The reputation level determines priority order in search results and open mission notifications.

15. Ratings and Reviews

After a completed mission, the client may rate the provider from 1 to 5 stars with a comment. The rating may be modified within 7 days of publication. After this period, it becomes final. The average rating is only displayed publicly once a minimum of 3 reviews have been received. The provider may publicly respond to each review.

16. Visibility Boost

Providers may pay for increased visibility in search results. Available durations: 1 day, 7 days, or 30 days (maximum cumulative duration: 90 days). The boost is debited from the provider's balance and takes effect immediately. Standard and Premium subscriptions may include a complimentary boost depending on the plan.

17. Messaging

A messaging space is available between the client and the provider throughout the duration of the mission. Sharing of phone numbers or personal contact information is detected and blocked for your security. Messages containing inappropriate language are automatically blocked. Message history is retained and may be reviewed by our moderation team in the event of a dispute.

18. Location Tracking

When a mission is accepted in "provider travels to client" mode, the client can track the provider's progress in real time. The estimated arrival time accounts for traffic conditions in your city: - Peak hours (7:00 AM - 9:00 AM, 5:00 PM - 8:00 PM): heavy traffic, reduced speed - Normal daytime (9:00 AM - 5:00 PM): moderate traffic - Evening and night (8:00 PM - 7:00 AM): light traffic

GPS tracking is active only during the travel phase and stops upon the provider's arrival.

19. Liability

Mistri facilitates connections but is not responsible for the quality of services rendered by providers. Providers are independent professionals, not employees of the platform. In the event of a dispute, our moderation team intervenes to facilitate a fair resolution.