Terms and Conditions

1. Introduction

Welcome to Shomi ("Shomi", "we", "our", or "us"). Shomi is an online marketplace that connects customers with independent professionals and businesses offering services across a wide range of categories. These Terms and Conditions govern your access to and use of:

• the Shomi website;
• the Shomi mobile application;
• any services provided through the Platform;
• communications between users on the Platform; and
• any future services made available by Shomi.

By using Shomi, creating an account, browsing the Platform, requesting a quote, booking a service, listing your services, or otherwise interacting with the Platform, you confirm that you have read, understood, and agree to be legally bound by these Terms and Conditions. If you do not agree to these Terms, you must not access or use the Platform.

2. Definitions

Throughout these Terms: Account means your registered Shomi account. Booking means a confirmed agreement between a Customer and a Service Provider for the provision of services. Customer means a person or organisation using Shomi to locate, compare, communicate with, or book a Service Provider. Service Provider means an independent individual, sole trader, company, or organisation offering services through Shomi. Platform means the Shomi website, mobile applications, software, APIs, messaging systems, and related technology. User means any visitor, Customer, or Service Provider using Shomi. Content means text, photographs, videos, documents, reviews, ratings, logos, messages, listings, and other material uploaded to the Platform. Services means the professional services offered by Service Providers through Shomi.

3. Acceptance of these Terms

By using Shomi you confirm that:

• you are at least 18 years old, or have the permission of a parent or legal guardian;
• the information you provide is accurate;
• you have the legal capacity to enter into binding agreements;
• you agree to comply with all applicable laws;
• you will use Shomi only for lawful purposes.

If you use Shomi on behalf of a business, company, charity, or organisation, you confirm that you have authority to bind that organisation to these Terms.

4. About Shomi

Shomi is a digital marketplace. Shomi does not directly provide:

• plumbing
• electrical work
• legal services
• tutoring
• photography
• cleaning
• repairs
• healthcare
• consultancy
• or any other services listed on the Platform.

Instead, Shomi enables Customers and independent Service Providers to find one another, communicate, request quotes, arrange bookings, and complete payments where applicable. Unless expressly stated otherwise, Service Providers are not employees, agents, partners, joint venturers, or representatives of Shomi . Each Service Provider operates independently and is solely responsible for the services they provide. Nothing in these Terms creates an employment relationship between Shomi and any Service Provider.

5. Eligibility

To register for a Shomi account you must:

• be at least 18 years old;
• provide accurate personal information;
• maintain current contact information;
• use your real identity;
• not have previously been permanently banned from Shomi.

Businesses may register business accounts provided they have legal authority to operate.

6. User Accounts

Users are responsible for maintaining the confidentiality of their login credentials. You agree not to:

• share your password;
• create fake accounts;
• impersonate another person;
• sell or transfer your account;
• allow another person to use your account.

You are responsible for all activities that occur under your account until you notify Shomi of unauthorised access.

7. Identity Verification

To protect users and reduce fraud, Shomi may request identity verification at any time. Verification may include:

• government-issued identification;
• proof of address;
• business registration documents;
• company information;
• mobile verification;
• email verification;
• selfie verification;
• bank account verification.

Shomi reserves the right to suspend or restrict accounts until requested verification has been completed. Verification helps improve trust but does not guarantee a user's identity, reliability, honesty, qualifications, or future conduct.

8. Service Provider Verification

To promote trust and safety on the Platform, Shomi may verify the identity, qualifications, and business information of Service Providers before or after they are permitted to offer services. Verification may include, where applicable:

• Government-issued identification;
• Business registration certificates;
• Trade licences or professional licences;
• Educational or professional qualifications;
• Proof of insurance;
• Criminal record or background checks, where permitted by law;
• References or work history;
• Verification of contact details and payment information.

Service Providers agree to provide accurate, complete, and up-to-date information during the verification process. Shomi reserves the right to approve, reject, suspend, or revoke verification at its sole discretion. A verified badge or status indicates only that certain information has been verified by Shomi. It does not constitute a guarantee, endorsement, certification, warranty, or recommendation of the Service Provider's competence, reliability, suitability, quality of work, or future performance. Service Providers are responsible for ensuring that all licences, certifications, registrations, insurance policies, and legal authorisations remain valid and up to date throughout their use of the Platform.

9. Customer Responsibilities

Customers using Shomi agree to:

• Provide accurate and complete information when requesting services;
• Communicate honestly and respectfully with Service Providers;
• Pay agreed fees promptly using approved payment methods;
• Be available at agreed appointment times or provide reasonable notice of cancellation;
• Ensure that the work location is safe, accessible, and suitable for the requested service;
• Obtain any permissions or approvals necessary for the work to be carried out;
• Inspect completed work before confirming completion where reasonably possible;
• Report concerns or disputes promptly through the appropriate Shomi channels.

Customers must not:

• Request illegal, fraudulent, dangerous, or unethical services;
• Harass, threaten, discriminate against, or abuse Service Providers;
• Attempt to manipulate reviews or ratings;
• Provide false information during bookings or disputes;
• Encourage Service Providers to breach these Terms.

Customers remain responsible for decisions they make regarding the selection of Service Providers and should exercise reasonable care when entering into service agreements.

10. Service Provider Responsibilities

Service Providers agree to:

• Deliver services with reasonable care, skill, professionalism, and diligence;
• ● Perform services in accordance with applicable laws, regulations, industry standards, and professional obligations;
• Maintain accurate profiles, pricing, qualifications, and availability;
• Respond to booking requests within a reasonable time;
• Honour accepted bookings unless prevented by exceptional circumstances;
• Inform Customers promptly of any delays or changes;
• Use suitable tools, equipment, and materials where applicable;
• Maintain all required licences, permits, insurance, and registrations;
• Respect Customers, their property, privacy, and confidentiality.

Service Providers must not:

• Misrepresent their qualifications, experience, certifications, or identity;
• Charge undisclosed or hidden fees;
• Request payment outside the Platform where Platform payments are required;
• Engage in unlawful, fraudulent, misleading, or deceptive practices;
• Discriminate against Customers on the basis of race, religion, disability, gender, age, sexual orientation, nationality, or any other protected characteristic.

Service Providers are solely responsible for the quality, safety, legality, and completion of the services they provide.

11. Booking Services

Customers may submit booking requests through the Platform. A booking request does not create a binding agreement until it has been accepted by the relevant Service Provider. Once accepted, both parties agree to make reasonable efforts to fulfil the booking according to the agreed date, time, location, scope of work, and price. Shomi is not responsible for ensuring that either party fulfils their contractual obligations. Customers and Service Providers may communicate through the Platform to clarify project details before or after a booking is confirmed. Where changes to the agreed service are requested, both parties should agree to those changes before additional work begins. Service Providers may refuse or cancel requests where:

• the requested work is unlawful;
• the work presents unacceptable safety risks;
• the Customer has provided misleading information;
• the requested work falls outside the Provider's expertise;
• payment concerns or suspected fraud exist.

Repeated cancellations or failures to honour confirmed bookings may result in account restrictions or suspension.

12. Quotes and Estimates

Many services offered through Shomi are priced by quotation rather than fixed fees. Unless expressly stated otherwise:

• Quotes are estimates only;
• Quotes may be subject to inspection of the work;
• Prices may change where the scope of work changes;
• Customers should carefully review quotations before accepting them.

Service Providers are responsible for ensuring that quotations are clear and accurately describe:

• the services included;
• pricing;
• estimated completion times;
• any exclusions;
• additional costs that may reasonably arise.

Customers should ask questions before accepting a quotation if any aspect is unclear. Shomi is not responsible for pricing disputes between Customers and Service Providers.

13. Payments

Where Shomi offers payment processing, payments shall be made using approved payment methods available through the Platform. Customers authorise Shomi or its payment service providers to process payments on their behalf. Payments may include:

• service charges;
• Platform fees;
• applicable taxes;
• processing fees where disclosed.

Service Providers may receive payment after deduction of applicable Platform fees and only after any required verification, fraud checks, or dispute review have been completed. Shomi reserves the right to delay, withhold, or reverse payments where:

• fraud is suspected;
• payment disputes arise;
• legal obligations require us to do so;
• technical errors occur;
• verification requirements remain outstanding.

Where Shomi does not process payments, Customers and Service Providers remain solely responsible for payment arrangements between themselves.

14. Platform Fees

Shomi may charge fees for access to certain Platform features or services. These may include:

• commission on completed bookings;
• subscription plans;
• advertising or promotional services;
• premium listings;
• verification services;
• payment processing fees;
• lead generation fees;
• optional business tools.

All applicable fees will be clearly displayed before they become payable. Shomi reserves the right to change its fees from time to time. Any material changes will be communicated through the Platform or by email where appropriate. Continued use of paid services after revised fees take effect constitutes acceptance of the updated pricing. Unless otherwise required by law, Platform fees are non-refundable.

15. Cancellations

Customers and Service Providers may cancel bookings in accordance with the cancellation policy applicable to the booking. Customers should provide as much notice as reasonably possible if they need to cancel or reschedule a booking. Service Providers should only cancel confirmed bookings where genuinely necessary, such as illness, emergencies, safety concerns, or circumstances beyond their reasonable control. Repeated late cancellations, no-shows, or failure to attend bookings may result in:

• warnings;
• temporary account restrictions;
• reduced search visibility;
• suspension; or
• permanent removal from the Platform.

Where cancellation fees apply, they will be clearly disclosed before the booking is confirmed. Nothing in this section affects any mandatory consumer cancellation rights available under applicable laws, including the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (where applicable), or applicable laws of Bangladesh.

16. Refund Policy

Shomi is committed to promoting fair outcomes for Customers and Service Providers. As Shomi is an online marketplace and not the direct provider of services, refunds are considered on a case-by-case basis and subject to applicable law. Where payments are processed through the Platform, a Customer may request a refund where:

• A Service Provider fails to attend a confirmed booking without reasonable notice;
• The agreed service is not provided;
• A duplicate payment has been made;
• A payment has been processed due to a technical error;
• The Service Provider agrees that a refund is appropriate;
• A dispute investigation concludes that a refund is justified.

Refunds will generally not be granted where:

• The Customer changes their mind after the service has been fully completed;
• The Customer has accepted and approved the completed work;
• The dispute relates solely to subjective preferences where the agreed service has been provided with reasonable care and skill;
• The Customer provided inaccurate information that affected the delivery of the service;
• The Customer failed to give the Service Provider reasonable access to perform the agreed work.

Where a refund is approved, it will normally be processed using the original payment method. Refund processing times may vary depending on the payment provider. Nothing in this section limits any statutory rights available under applicable consumer protection legislation, including the Consumer Rights Act 2015 or applicable laws of Bangladesh.

17. Reviews and Ratings

Shomi encourages honest, respectful, and constructive feedback to help maintain a trustworthy marketplace. Customers may leave reviews and ratings after a completed booking. Service Providers may also rate Customers where this functionality is available. Users agree that reviews must:

• Reflect genuine experiences;
• Be accurate to the best of their knowledge;
• Avoid offensive, abusive, threatening, discriminatory, or defamatory language;
• Not contain confidential or personal information;
• Not include advertising, spam, or promotional content;
• Not be used to extort, threaten, or pressure another user.

Users must not:

• Create fake reviews;
• Ask others to submit misleading reviews;
• Offer incentives in exchange for positive reviews unless expressly permitted by Shomi;
• Manipulate ratings or review systems;
• Submit reviews for bookings that did not take place.

Shomi reserves the right, but is not obliged, to investigate, edit, remove, or refuse to publish reviews that breach these Terms or applicable law. Removal of a review does not necessarily indicate that the review was false or inaccurate.

18. Messaging and Communications

The Platform may provide messaging, notifications, email communications, telephone masking, video calls, or other communication features to assist Customers and Service Providers. Users agree to use these communication tools responsibly. Users must not use Shomi communications to:

• Harass or intimidate another user;
• Send abusive, threatening, or discriminatory messages;
• Share unlawful, fraudulent, or misleading information;
• Distribute malware, harmful files, or malicious links;
• Send unsolicited commercial communications or spam;
• Circumvent Platform rules where prohibited.

For quality assurance, fraud prevention, security, legal compliance, and customer support purposes, Shomi may monitor, record, store, or review communications conducted through the Platform where permitted by applicable law and in accordance with our Privacy Policy. Users acknowledge that communications through the Platform may be retained for a reasonable period for dispute resolution, legal obligations, or operational purposes.

19. Off-Platform Transactions

To maintain trust, safety, and the integrity of the Platform, Customers and Service Providers must not intentionally bypass Shomi where the Platform requires bookings and payments to be completed through Shomi. Users must not:

• Exchange payment details for the purpose of avoiding Platform fees;
• Encourage another user to complete bookings outside the Platform where prohibited;
• Advertise external websites or competing platforms through the Platform;
• Use contact information obtained through Shomi to solicit future business outside the Platform in breach of these Terms.

Where Shomi permits direct arrangements between Customers and Service Providers, both parties remain responsible for complying with applicable laws and any agreed contractual obligations. If users choose to transact outside the Platform where permitted, Shomi may be unable to provide payment protection, dispute resolution, customer support, or other Platform benefits. Repeated attempts to circumvent Platform rules may result in warnings, suspension, termination of accounts, recovery of unpaid Platform fees, or other action permitted by law.

20. Prohibited Activities

Users must use the Platform lawfully, responsibly, and in good faith. The following activities are strictly prohibited:

• Violating any applicable law or regulation;
• Providing false, misleading, or fraudulent information;
• Creating fake accounts or impersonating another person;
• Offering illegal goods or services;
• Uploading harmful software, viruses, or malicious code;
• Attempting to gain unauthorised access to the Platform or other user accounts;
• Interfering with the operation, security, or integrity of the Platform;
• Circumventing security measures or attempting to exploit technical vulnerabilities;
• Money laundering or facilitating financial crime;
• Financing terrorism or participating in prohibited organisations;
• Engaging in bribery, corruption, or fraudulent schemes;
• Posting content that is obscene, hateful, discriminatory, defamatory, or unlawful;
• Infringing intellectual property rights belonging to others;
• Collecting or harvesting personal information without consent;
• Using automated systems, bots, scraping tools, or data mining technologies without Shomi's prior written permission;
• Manipulating search rankings, reviews, ratings, bookings, or Platform metrics;
• Engaging in conduct that could damage Shomi's reputation or interfere with the safe operation of the Platform.

Where Shomi reasonably believes that a user has engaged in prohibited activity, we may, without prior notice where appropriate:

• Suspend or terminate the user's account;
• Remove content or listings;
• Cancel bookings;
• Freeze or withhold payments where legally permitted;
• Report suspected unlawful activity to law enforcement or regulatory authorities;
• Take any other action reasonably necessary to protect Users, the Platform, or Shomi's legitimate interests.

Nothing in this section limits any rights or remedies available to Shomi under applicable law.

21. Fraud Prevention and Security

Shomi is committed to maintaining a secure and trustworthy marketplace for all Users. To protect the Platform and its Users, Shomi may implement security measures including identity verification, fraud detection systems, payment monitoring, account reviews, and transaction screening. Users agree not to engage in any activity that may constitute fraud, deception, or financial abuse, including but not limited to:

• Using stolen or unauthorised payment methods;
• Creating multiple accounts to manipulate bookings, reviews, or promotions;
• Submitting false refund or dispute claims;
• Misrepresenting identity, qualifications, or business information;
• Attempting to obtain services or payments through dishonest means;
• Participating in phishing, identity theft, or account takeover activities.

Where Shomi reasonably suspects fraudulent, unlawful, or suspicious activity, we may, without prior notice where appropriate:

• Suspend or restrict access to an account;
• Request additional identity or business verification;
• Delay, withhold, or cancel payments;
• Cancel bookings;
• Remove listings or content;
• Report the matter to payment providers, law enforcement agencies, regulators, or other competent authorities where legally required or permitted.

Users agree to cooperate fully with any fraud investigation conducted by Shomi.

22. Health, Safety and User Conduct

The safety of Customers, Service Providers, and other Users is a priority. Customers agree to provide a safe environment for Service Providers, including identifying any known hazards before work begins. Service Providers agree to:

• Follow all applicable health and safety laws and regulations;
• Use appropriate protective equipment where required;
• Perform services safely and responsibly;
• Refuse work that presents an unreasonable risk to health or safety.

Users must not:

• Threaten, intimidate, or assault another User;
• Carry or use illegal weapons;
• Engage in violent, abusive, or discriminatory behaviour;
• Request or perform illegal activities;
• Endanger the safety of any person or property.

Users should immediately report emergencies to the appropriate emergency services before contacting Shomi. Shomi reserves the right to suspend or permanently remove any User whose conduct presents a risk to the safety or wellbeing of others.

23. Licences, Insurance and Legal Compliance

Service Providers are solely responsible for ensuring they are legally authorised to perform the services they advertise through Shomi. Where applicable, Service Providers must maintain:

• Valid business registrations;
• Professional licences;
• Trade licences;
• Industry certifications;
• Public liability insurance;
• Professional indemnity insurance;
• Employer's liability insurance where required by law;
• Any other insurance or authorisations required under applicable legislation.

Service Providers are responsible for complying with all applicable laws, regulations, tax obligations, employment laws, and professional standards in every jurisdiction in which they operate. Customers are responsible for obtaining any permissions or approvals required before work commences, including permissions from landlords, property owners, local authorities, or other relevant parties. Shomi may request evidence of licences, insurance, or legal compliance at any time. Failure to maintain required documentation may result in suspension or removal from the Platform.

24. Taxes

Users are solely responsible for determining and complying with their own tax obligations. Service Providers are responsible for:

• Registering for taxes where required;
• Declaring income earned through Shomi;
• Paying all applicable taxes, duties, levies, and statutory charges;
• Maintaining appropriate financial records.

Where required by law, Shomi may collect, withhold, report, or remit taxes to the appropriate authorities. Nothing in these Terms creates a partnership, employment relationship, agency, or joint venture between Shomi and any Service Provider for tax purposes. Users are encouraged to seek independent professional tax advice regarding their individual circumstances.

25. Intellectual Property

All intellectual property rights relating to the Shomi Platform, including its software, design, branding, graphics, logos, databases, text, source code, functionality, trademarks, and other proprietary materials, are owned by or licensed to Shomi and are protected by applicable intellectual property laws. Except as expressly permitted in writing, Users must not:

• Copy, reproduce, distribute, publish, or commercially exploit any part of the Platform;
• ● Modify, reverse engineer, decompile, or attempt to extract source code;
• Use Shomi trademarks, logos, or branding without prior written permission;
• Remove copyright notices or proprietary markings.

Users retain ownership of the content they upload to the Platform. By submitting content to Shomi, including profile information, photographs, reviews, messages, portfolios, and other materials, Users grant Shomi a worldwide, non-exclusive, royalty-free, transferable, sublicensable licence to use, reproduce, display, adapt, distribute, and publish that content for the purposes of operating, promoting, improving, securing, and marketing the Platform. Users warrant that they own, or have all necessary rights to upload, any content they submit and that such content does not infringe the intellectual property or other rights of any third party.

26. User Content

Users are solely responsible for all content they upload, publish, transmit, or otherwise make available through the Platform. User Content includes, but is not limited to:

• Profile information;
• Business descriptions;
• Photographs;
• Videos;
• Portfolios;
• Reviews;
• Ratings;
• Messages;
• Quotations;
• ● Documents.

Users must ensure that their content:

• Is accurate and truthful;
• Does not infringe the rights of others;
• Does not contain unlawful, defamatory, obscene, hateful, discriminatory, or misleading material;
• Does not contain viruses, malware, or harmful code;
• Complies with all applicable laws and these Terms.

Shomi does not routinely monitor all User Content but reserves the right to review, moderate, edit, restrict, remove, or refuse to publish any content that, in our reasonable opinion:

• Violates these Terms;
• Breaches applicable law;
• Infringes the rights of another person;
• Creates legal or reputational risk for the Platform;
• Compromises the safety, integrity, or operation of Shomi.

Where reasonably practicable, Shomi may notify the affected User before removing content, although we reserve the right to remove content immediately where necessary to comply with legal obligations, protect Users, or safeguard the Platform. Users remain solely responsible for retaining backup copies of any content they upload to the Platform, and Shomi does not guarantee the permanent storage or availability of User Content.

27. Privacy and Data Protection

Shomi is committed to protecting the privacy and personal information of all Users. Our collection, use, storage, disclosure, and protection of personal information are governed by our Privacy Policy, which forms part of these Terms and Conditions. By using the Platform, Users acknowledge that Shomi may collect, process, store, transfer, and use personal information for purposes including:

• Creating and managing user accounts;
• Verifying identities and qualifications;
• Processing bookings and payments;
• Providing customer support;
• Preventing fraud and unlawful activity;
• Improving the Platform and user experience;
• Sending important account and service notifications;
• Complying with legal and regulatory obligations.

Where applicable, Shomi processes personal data in accordance with:

• The UK General Data Protection Regulation (UK GDPR);
• The Data Protection Act 2018;
• Applicable privacy and data protection laws of Bangladesh; and
• Any other applicable data protection legislation in jurisdictions where Shomi operates.

Depending on applicable law, Users may have rights including:

• Access to their personal information;
• Correction of inaccurate information;
• Deletion of personal data where legally permissible;
• Restriction or objection to certain processing activities;
• Data portability;
• Withdrawal of consent where processing is based on consent.

Shomi implements reasonable technical, organisational, and administrative safeguards to protect personal information from unauthorised access, disclosure, alteration, misuse, or destruction. While Shomi takes appropriate security measures, no online platform or method of electronic transmission can be guaranteed to be completely secure. Users acknowledge that they provide information at their own risk. Users are responsible for keeping their account credentials confidential and must notify Shomi immediately if they suspect unauthorised access to their account.

28. Cookies and Similar Technologies

Shomi uses cookies, pixels, local storage, analytics technologies, and similar tools to improve the functionality, performance, security, and user experience of the Platform. Cookies may be used for purposes including:

• Remembering user preferences and login sessions;
• Improving website functionality;
• Analysing traffic and user behaviour;
• Detecting fraud and maintaining security;
• Personalising content and user experience;
• Measuring the effectiveness of marketing campaigns.

Some cookies are essential for the operation of the Platform and cannot be disabled without affecting functionality. Where required by applicable law, Users will be given the opportunity to manage cookie preferences through the Platform. Users may also control cookies through their browser settings. However, disabling certain cookies may affect the availability or functionality of some features. Further information regarding our use of cookies is available in our Cookie Policy.

29. Third-Party Services and External Links

The Platform may integrate with or provide access to third-party services, applications, payment providers, mapping services, communication tools, identity verification providers, analytics services, advertising partners, and other external resources. Shomi does not own or control these third-party services and is not responsible for:

• Their availability;
• Their content;
• Their privacy practices;
• Their security;
• Their products or services;
• Their terms and conditions.

Users access third-party services entirely at their own risk and should review the applicable terms and privacy policies before using them. Where payments are processed by third-party payment providers, Users agree that those providers may process payment information in accordance with their own legal obligations and contractual terms. Links to external websites are provided solely for convenience and do not constitute approval, endorsement, or recommendation by Shomi. Nothing in these Terms makes Shomi responsible for any loss or damage arising from the use of third-party products, services, websites, or applications.

30. Suspension and Restriction of Accounts

To protect the Platform, its Users, and the public, Shomi reserves the right to suspend, restrict, or temporarily disable any account where we reasonably believe such action is necessary. Grounds for suspension or restriction may include, but are not limited to:

• Breach of these Terms and Conditions;
• Fraudulent or suspicious activity;
• Failure to complete required identity or business verification;
• Repeated customer complaints;
• Serious concerns regarding safety or misconduct;
• Misuse of the Platform;
• Non-payment of applicable Platform fees;
• Unlawful conduct;
• Infringement of intellectual property rights;
• Attempts to bypass Platform rules or payment systems;
• Actions that may damage the reputation, security, or operation of Shomi.

During a period of suspension, Shomi may:

• Prevent access to all or part of the Platform;
• Remove listings or published content;
• Pause or cancel bookings;
• Delay or withhold payments where legally permitted;
• Restrict messaging or communication features;
• Require additional verification or supporting documentation before restoring access.

Where appropriate and legally permissible, Shomi will endeavour to notify the affected User of the reasons for the suspension and any steps that may be taken to restore access. Nothing in this section limits Shomi's right to permanently terminate an account under Section 31 or to take any other action permitted by law to protect the Platform, its Users, or the public.

31. Termination of Accounts

Users may close their Shomi account at any time through the Platform or by contacting Shomi Customer Support. Closing an account does not automatically cancel:

• Outstanding bookings;
• Payment obligations;
• Refund obligations;
• Ongoing disputes;
• Legal responsibilities arising before account closure.

Shomi may suspend or permanently terminate a User's account immediately where we reasonably believe that the User has:

• Breached these Terms and Conditions;
• Provided false or misleading information;
• Committed fraud or attempted fraud;
• Engaged in unlawful activity;
• Endangered the safety of another User;
• Repeatedly failed to honour bookings;
• Infringed intellectual property rights;
• Attempted to manipulate the Platform or its systems;
• Damaged the reputation or operation of Shomi.

Upon termination, Shomi may:

• Remove listings and profile information;
• Cancel pending bookings where appropriate;
• Restrict future registration;
• Retain information where required by law or for legitimate business purposes;
• Recover any outstanding fees or amounts lawfully owed.

Termination of an account does not affect any rights or obligations that arose before termination.

32. Limitation of Liability

Shomi provides an online marketplace that enables Customers and independent Service Providers to connect. To the fullest extent permitted by applicable law, Shomi:

• Does not guarantee the quality, safety, legality, suitability, availability, or completion of any service;
• Does not guarantee that Customers or Service Providers will fulfil their contractual obligations;
• Does not supervise, direct, or control the performance of services;
• Is not responsible for disputes arising directly between Customers and Service Providers.

Nothing in these Terms excludes or limits liability for:

• Death or personal injury caused by negligence;
• Fraud or fraudulent misrepresentation;
• Any liability that cannot legally be excluded under the laws of England and Wales, Bangladesh, or other applicable legislation.

Subject to the above, Shomi shall not be liable for:

• Loss of profits;
• Loss of income;
• Loss of business opportunities;
• Loss of goodwill;
• Loss of data;
• Indirect, incidental, special, exemplary, or consequential damages;
• Delays caused by third parties;
• Technical interruptions beyond our reasonable control.

Where permitted by law, Shomi's total aggregate liability arising from any claim relating to the Platform shall not exceed the total Platform fees paid by the User to Shomi during the twelve (12) months preceding the event giving rise to the claim.

33. Indemnity

Users agree to indemnify, defend, and hold harmless Shomi, its parent companies, subsidiaries, affiliates, directors, officers, employees, contractors, agents, licensors, and partners from and against any claims, liabilities, damages, losses, costs, expenses, fines, penalties, and legal fees arising out of or relating to:

• Breach of these Terms;
• Breach of applicable law;
• Negligence or misconduct;
• Services provided by a Service Provider;
• User Content submitted to the Platform;
• Violation of third-party rights, including intellectual property rights;
• Fraudulent or unlawful activities.

This indemnity survives termination of these Terms.

34. Force Majeure

Shomi shall not be liable for any delay, interruption, or failure to perform its obligations where such failure results from circumstances beyond its reasonable control. These circumstances may include, but are not limited to:

• Natural disasters;
• Floods;
• Fires;
• Earthquakes;
• Severe weather;
• War;
• Terrorism;
• Civil unrest;
• Government action;
• Industrial disputes;
• Utility failures;
• Internet outages;
• Cyber-attacks;
• Pandemics;
• Epidemics;
• Failure of telecommunications networks;
• Failure of third-party service providers.

Where a Force Majeure event occurs, Shomi will make reasonable efforts to resume normal operations as soon as reasonably practicable.

35. Complaints Procedure

Shomi is committed to resolving complaints fairly, transparently, and efficiently. Users who wish to submit a complaint should contact Shomi through the official support channels provided on the Platform. A complaint should include:

• The User's name and account details;
• Booking reference (if applicable);
• A clear description of the issue;
• Relevant supporting evidence where available.

Shomi will:

• Acknowledge receipt of the complaint;
• Review the available information;
• Request additional information where necessary;
• Seek to resolve the complaint within a reasonable period.

Where a complaint concerns the conduct or performance of a Service Provider or Customer, Shomi may investigate and take appropriate action under these Terms. Submission of a complaint does not guarantee a particular outcome.

36. Dispute Resolution

Customers and Service Providers are encouraged to resolve disputes directly through respectful communication wherever possible. Where this is unsuccessful, either party may request Shomi's assistance. Shomi may, at its sole discretion:

• Review relevant communications;
• Review evidence provided by the parties;
• Request additional documentation;
• Facilitate discussions;
• Suggest a fair resolution.

Shomi acts only as a neutral marketplace facilitator and is not a party to the agreement between Customers and Service Providers. Nothing in this section prevents any party from exercising legal rights available under applicable law. Where legally permitted, the parties are encouraged to consider mediation or another form of alternative dispute resolution before commencing court proceedings.

37. Governing Law and Jurisdiction

These Terms and Conditions shall be governed by and interpreted in accordance with the laws of England and Wales and, where applicable, the laws of the People's Republic of Bangladesh . Nothing in these Terms limits or excludes any mandatory rights available to consumers under applicable legislation, including but not limited to:

• The Consumer Rights Act 2015;
• The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013;
• The UK General Data Protection Regulation (UK GDPR);
• The Data Protection Act 2018;
• Applicable consumer protection and data protection laws in Bangladesh.

Any dispute arising out of or relating to these Terms shall first be addressed through goodfaith discussions between the parties. If a dispute cannot be resolved informally:

• Users resident in the United Kingdom may bring proceedings before the courts of England and Wales or any other court available under applicable UK law.
• Users resident in Bangladesh may bring proceedings before the competent courts of Bangladesh.
• Where another jurisdiction's mandatory consumer laws apply, those rights remain unaffected.

38. Changes to These Terms

Shomi may update or amend these Terms and Conditions from time to time to reflect:

• Changes in applicable law;
• New Platform features;
• Improvements to our services;
• Security requirements;
• Business operations;
• Regulatory guidance.

Where changes are material, Shomi will take reasonable steps to notify Users through the Platform, by email, or by other appropriate means. The updated Terms will become effective on the date specified at the top of the revised document. Continued use of the Platform after the effective date constitutes acceptance of the revised Terms. If a User does not agree to the updated Terms, they should stop using the Platform and may close their account.

39. Contact Information

If you have any questions regarding these Terms and Conditions or wish to contact Shomi, you may do so using the details below.

Shomi

Website: https://shomi.help/ Email: Info@shomi.com Where required by law, legal notices should be sent to the registered business address or designated legal email address published by Shomi.

Entire Agreement

These Terms and Conditions, together with the Privacy Policy, Cookie Policy, Refund Policy, Community Guidelines, and any additional policies published by Shomi, constitute the entire agreement between Shomi and its Users concerning the use of the Platform. If any provision of these Terms is found by a court of competent jurisdiction to be invalid or unenforceable, the remaining provisions shall remain in full force and effect. Any failure by Shomi to enforce a provision of these Terms shall not constitute a waiver of that provision or of any other rights. By creating an account or using the Shomi Platform, you acknowledge that you have read, understood, and agree to be legally bound by these Terms and Conditions.