Trust & Safety

Verification is renewed annually. Professionals must maintain a 4.0+ rating to stay listed — those who drop below are placed on improvement plans or delisted.

Every professional must pass a multi-step verification process before they can accept bookings. This is not optional — no verification, no listing. Our process includes:

• Identity verification — Aadhaar card with front/back scan plus a live selfie for face match
• Address verification — Voter ID, driving license, utility bill, or rent agreement
• Background check — criminal record check through police databases where available
• Credential validation — trade licenses and certifications verified with issuing authorities for licensed trades (electrician, plumber, beautician)
• Police verification certificate — recommended for all home-service professionals, mandatory for child care and elder care
• Bank account verification — PAN card + cancelled cheque matched to the professional's name

Claims must be filed within 48 hours through the booking dashboard. See our Insurance Terms page for full coverage details, exclusions, and the claim process.

Every booking made through VanHub is automatically insured up to ₹50,000 at no additional cost. This covers:

• Property damage caused during the service
• Theft or loss of customer's property
• Personal injury to the customer or household members
• Professional no-show (full refund + inconvenience compensation)
• Damage to the professional's tools or equipment

If a professional asks you to pay in cash or outside the VanHub system, report them immediately at safety@vanhub.pro. This is a serious violation that leads to immediate delisting.

All payments on VanHub flow through our secure payment gateway. We never charge your card upfront — payment is authorized at booking and released to the professional only after you confirm the job is complete. This protects you because:

• No cash handling — reduces the risk of disputes, theft, and tax evasion
• Escrow model — your money is safe until the work is done to your satisfaction
• Refund protection — if the pro doesn't show or the work is incomplete, you get a full or partial refund
• Payment traceability — every transaction is logged and available in your dashboard for tax and audit purposes

Reviews cannot be deleted by either party. We remove reviews only if they contain profanity, personal attacks, false claims, or promotional content — and only after manual review by our trust team.

Our two-way rating system keeps both customers and professionals accountable. After every booking:

• Customers rate professionals on punctuality, work quality, behavior, and value for money
• Professionals rate customers on cooperation, accuracy of job description, and payment timeliness
• Ratings are public and visible on profiles — low ratings affect booking priority
• Pros below 4.0 are placed on improvement plans; below 3.5, they are delisted
• Customers with consistent low ratings from pros may face booking restrictions

While we verify every professional, here's how you can stay extra safe:

• Check the professional's verified badge, rating, and reviews before booking
• Ask for the VanHub ID card when the professional arrives — match the photo to the person
• Be present during the service, or have a trusted family member present
• Keep valuables (jewelry, cash, electronics) secured and out of sight during the service
• Communicate through the VanHub chat — keep a written record of all conversations
• For late-night or emergency bookings, inform a family member about the service and expected time
• Trust your instincts — if something feels wrong, cancel the booking and report it to us
• Never share OTPs, passwords, or banking details with the professional

Your safety matters too. Here's how to protect yourself on the job:

• Verify the customer's details and service address before accepting the booking
• Share your live location with a family member when traveling to a new address
• Carry your VanHub ID card and authorization letter at all times
• Take photos of the work area before and after the job as evidence
• Do not enter a property if the customer appears intoxicated, aggressive, or the situation feels unsafe
• Use VanHub chat for all communication — avoid sharing your personal number
• Report abusive, threatening, or non-paying customers immediately
• Never accept cash payments — all payments must go through the Platform

If you experience or witness any unsafe, fraudulent, or abusive behavior, report it immediately. We take every report seriously and act within 24 hours.

Zero-tolerance violations include: physical violence, sexual harassment, theft, fraud, discrimination based on religion/caste/gender, and child safety concerns. These result in immediate permanent ban and police complaint.

Depending on the severity of the violation, we may:

• Issue a formal warning to the offending party
• Temporarily suspend the account pending investigation
• Permanently ban the user from the Platform
• Share evidence with law enforcement for criminal prosecution
• Initiate insurance claim processing for affected parties
• Add the user to an industry-wide blacklist shared with partner platforms

Verification is not a one-time event. We conduct periodic re-verification of all professionals, including annual criminal record checks and random spot checks of documents. If any professional is found to have a new criminal case during their time on VanHub, they are immediately suspended pending review. We also monitor court records and news reports for any adverse information about listed professionals.

Any report of inappropriate behavior around children results in immediate permanent ban and mandatory police complaint under POCSO Act, 2012.

VanHub takes child safety extremely seriously. For services involving children (baby sitting, tutoring, child care):

• Mandatory police verification certificate with no criminal record
• Enhanced background check including POCSO registry (Protection of Children from Sexual Offences)
• Additional reference checks from previous employers
• Mandatory orientation on child safety and appropriate conduct
• Customers can request a female professional for child care services

We protect your personal data with bank-grade encryption and never sell it to third parties. Your exact address is shared with the professional only after booking confirmation. Your KYC documents are accessible only to our verification team. See our Privacy Policy for full details on how we handle your data.