ACCOUNT TERMINATION POLICY

Table of Contents

1. Introduction

PRNV Services operates a technology-enabled digital platform that connects independent service professionals, technicians, skilled tradespersons, vendors, and businesses with users seeking to discover and engage them. The platform is made available through the website at www.prnvservices.com, associated mobile applications, customer portals, user accounts and profiles, service professional accounts, communication channels, interactive online features, and the underlying information systems and technology infrastructure operated by PRNV Services (collectively, the “Platform”).

1.1  This Account Termination Policy (the “Policy”) sets out the principles, grounds, procedures, and safeguards that govern the restriction, suspension, and termination of accounts and access to the Platform. It is published as part of PRNV Services’ commitment to responsible account governance, safe and lawful platform usage, information security, privacy protection, integrity, transparency, and fair and reasonable enforcement.

1.2  PRNV Services functions as a technology intermediary and marketplace facilitator. It provides the digital environment, account infrastructure, and tools that enable independent users and service professionals to interact. This Policy addresses only the governance of accounts and access to the Platform and should be read together with the other terms, policies, and notices published by PRNV Services.

1.3  By creating, accessing, holding, or using any account on the Platform, every account holder acknowledges that they have read, understood, and agreed to be bound by this Policy, as amended from time to time.

2. Purpose of this Account Termination Policy

This Policy is intended to provide a clear, consistent, and transparent framework for managing the lifecycle of accounts on the Platform. Its purpose is to:

•       Explain the circumstances in which an account may be restricted, suspended, or terminated, whether voluntarily by the account holder or by PRNV Services;

•       Set out fair and reasonable procedures for reviewing concerns, communicating decisions, and, where appropriate, offering corrective and remediation opportunities;

•       Protect users, service professionals, visitors, information assets, and the integrity and security of the Platform;

•       Promote safe, lawful, and respectful use of the Platform and its communication and interactive features;

•       Describe the rights of account holders, including the opportunity to seek reconsideration of certain decisions;

•       Set out how information may be retained and handled following account termination, consistent with privacy and legal obligations; and

•       Affirm PRNV Services’ commitment to cooperation with lawful investigations and to the continuous improvement of its account governance and security practices.

3. Scope and Applicability

3.1  This Policy applies to all digital platforms, properties, and services operated by PRNV Services, including the website, mobile applications, customer portals, user accounts and profiles, service professional accounts, communication channels, online services and interactive features, and the information systems and technology platforms that support them.

3.2  This Policy applies to every person and entity that creates, holds, accesses, or uses an account on the Platform, including users, customers, service professionals, technicians, vendors, businesses, business partners, and authorised representatives, as well as to general visitors to the extent they interact with account-related features.

3.3  This Policy operates in addition to, and is to be read together with, the Terms of Use, Privacy Policy, and other policies, guidelines, and notices published by PRNV Services. In the event of any conflict specific to account governance, restriction, suspension, or termination, the provisions of this Policy shall prevail to the extent of such matters.

3.4  This Policy applies regardless of the device, interface, network, or channel through which the Platform is accessed.

4. Definitions

For the purposes of this Policy, the following terms shall have the meanings set out below. Other capitalised terms not defined here shall carry the meaning given to them in the Terms of Use and related policies of PRNV Services.

“Account” any registration, login credential, profile, listing, or identity created on or assigned within the Platform, including user accounts and service professional accounts.

“Account Holder” any individual or entity that creates, holds, controls, or is authorised to access an Account.

“Platform” the website, mobile applications, customer portals, accounts and profiles, communication channels, interactive features, online services, and information systems operated by PRNV Services, as described in Section 1.

“PRNV Services / we / us / our” the operator of the Platform, being the technology-enabled service platform accessible at www.prnvservices.com.

“User” a person or entity that uses the Platform to discover, search, view, or engage service professionals, or otherwise interacts with the Platform other than as a service professional.

“Service Professional” an independent service professional, technician, skilled tradesperson, vendor, or business that holds an Account in order to be listed on, and to offer or advertise services through, the Platform.

“Restriction” any limitation imposed on an Account or its features, functionality, visibility, or access, short of full suspension or termination.

“Suspension” the temporary disabling of an Account or of access to some or all Platform features, pending review, correction, or resolution of a concern.

“Termination” the permanent closure or deactivation of an Account and the cessation of associated access to the Platform, whether initiated by the Account Holder or by PRNV Services.

“Account Compliance Officer” the officer designated by PRNV Services to oversee account governance, review communications relating to this Policy, and receive appeals and reconsideration requests, as identified in Section 26.

“Applicable Law” the laws, rules, and regulations of the Republic of India that apply to the Platform and to account governance, including the Information Technology Act, 2000 and rules made thereunder, the Indian Contract Act, 1872, the Consumer Protection Act, 2019, the Digital Personal Data Protection Act, 2023, and the Bharatiya Nyaya Sanhita, 2023, in each case as amended.

5. Nature of Platform Services

5.1  PRNV Services is a technology-enabled platform that provides digital infrastructure, account facilities, listing and discovery tools, communication features, and interactive functionality. It enables independent Service Professionals to present their profiles and to be discovered and contacted by Users.

5.2  PRNV Services operates as an intermediary and facilitator within the meaning of the Information Technology Act, 2000 and the rules made thereunder. PRNV Services is not itself a provider of the underlying professional, technical, repair, maintenance, healthcare, or other end-services that may be discovered through the Platform, and it does not employ, supervise, control, or guarantee any Service Professional.

5.3  Because the Platform is a shared digital environment relied upon by many Users and Service Professionals, the responsible governance of Accounts is essential to maintaining a safe, trustworthy, secure, and lawful service. This Policy exists to support that objective.

5.4  Nothing in this Policy alters the independent relationship between Users and Service Professionals, nor does it make PRNV Services a party to any engagement, arrangement, or dealing between them.

6. Account Lifecycle and Governance Principles

PRNV Services governs Accounts across their lifecycle — creation, active use, review, restriction or suspension where necessary, and closure or termination — in accordance with the following principles:

6.1  Fairness and reasonableness. Account governance measures are applied fairly, proportionately, and reasonably, having regard to the nature and seriousness of the concern.

6.2  Protection of users and assets. Governance decisions prioritise the protection of Users, Service Professionals, visitors, information assets, and the integrity and security of the Platform.

6.3  Transparency. PRNV Services seeks to communicate the basis of account-related decisions to the extent appropriate and permitted by law and security considerations.

6.4  Prompt review. Policy violations and security concerns are reviewed promptly, with the urgency of the response matched to the level of risk involved.

6.5  Privacy and confidentiality. Account governance is carried out with respect for privacy and confidentiality obligations under Applicable Law.

6.6  Continuous improvement. PRNV Services regularly reviews and enhances its account governance, security, and compliance practices.

7. Eligibility to Hold an Account

7.1  An Account may be created and held only by a person who is at least eighteen (18) years of age and competent to enter into a binding agreement under the Indian Contract Act, 1872, or by a duly constituted entity acting through an authorised representative.

7.2  An Account Holder must provide accurate, current, and complete information at the time of registration and must keep such information up to date throughout the life of the Account.

7.3  An Account Holder is responsible for ensuring that their creation and use of the Account complies with Applicable Law and with all policies of PRNV Services.

7.4  PRNV Services may decline to create, or may refuse to maintain, any Account where eligibility requirements are not met, where required verification is not completed, or where doing so is reasonably necessary to protect Users, the Platform, or information assets, or to comply with Applicable Law.

8. User Responsibilities and Account Management Obligations

Each User is responsible for the proper management and lawful use of their Account. In particular, each User shall:

8.1  Provide accurate, truthful, and complete information when registering and using the Account, and promptly update such information when it changes;

8.2  Maintain the confidentiality and security of their login credentials and not share, transfer, or permit unauthorised use of their Account;

8.3  Use the Platform, its communication channels, and its interactive features only for lawful, legitimate, and intended purposes;

8.4  Refrain from any conduct that is fraudulent, deceptive, abusive, harassing, threatening, harmful, or otherwise contrary to this Policy or Applicable Law;

8.5  Respect the rights, privacy, dignity, and safety of other Users, Service Professionals, and PRNV Services personnel;

8.6  Not attempt to gain unauthorised access to the Platform, other accounts, or the information systems and technology infrastructure of PRNV Services; and

8.7  Promptly report any suspected security incident, unauthorised access, or misuse of the Platform to PRNV Services.

9. Service Professional Responsibilities and Account Management Obligations

In addition to the obligations applicable to all Account Holders, each Service Professional shall:

9.1  Ensure that all profile, listing, and identity information is accurate, genuine, current, and not misleading, and that it correctly represents the Service Professional and the services they offer;

9.2  Hold and maintain any qualifications, registrations, licences, or authorisations required by Applicable Law to offer the relevant services, and not misrepresent any credential or affiliation;

9.3  Interact with Users, other Service Professionals, and PRNV Services personnel honestly, lawfully, and respectfully through the Platform’s communication channels;

9.4  Use the Platform’s features, listings, and communication systems only for their intended and lawful purposes, and not for any fraudulent, deceptive, or unauthorised activity;

9.5  Maintain the confidentiality and security of their Account credentials and not permit unauthorised access to or use of their Account;

9.6  Comply with this Policy, all other applicable PRNV Services policies, and Applicable Law in connection with their presence and activity on the Platform; and

9.7  Promptly notify PRNV Services of any inaccuracy, security concern, unauthorised access, or change in circumstances affecting their eligibility or the accuracy of their Account information.

10. Grounds for Account Restriction, Suspension, or Termination

PRNV Services may restrict, suspend, or terminate an Account, or otherwise limit access to the Platform, where reasonably necessary to protect Users, Service Professionals, visitors, information assets, or the integrity and security of the Platform, or to comply with Applicable Law. The grounds set out below are illustrative and not exhaustive.

10.1 Violation of Terms and Policies

Any breach of this Policy, the Terms of Use, or any other policy, guideline, or notice published by PRNV Services may result in restriction, suspension, or termination of the relevant Account, having regard to the nature and seriousness of the breach.

10.2 Submission of False or Misleading Information

Providing information that is false, inaccurate, incomplete, misleading, or fabricated — whether at registration or thereafter — including misleading profile, listing, qualification, or contact information, constitutes a ground for action under this Policy.

10.3 Identity Misrepresentation or Impersonation

Misrepresenting one’s identity, impersonating another person or entity, falsely claiming affiliation or authorisation, or creating an Account using another person’s identity or details may result in immediate action, including termination.

10.4 Fraudulent, Deceptive, Illegal, or Unauthorised Activities

Engaging in any fraudulent, deceptive, dishonest, illegal, or unauthorised activity through the Platform — including manipulation of Platform features, falsification of records, or any activity prohibited by Applicable Law — constitutes a serious ground for restriction, suspension, or termination.

10.5 Security Risks or Unauthorised Access Attempts

Any attempt to gain unauthorised access to the Platform, other accounts, or the information systems of PRNV Services; the introduction of malicious code; the use of unauthorised automated tools, scraping, or probing; or any conduct that poses a security risk to the Platform or its Users may result in immediate action.

10.6 Harassment, Abuse, Threats, or Harmful Conduct

Harassment, bullying, intimidation, threats, hate speech, discrimination, abusive or obscene conduct, or any behaviour that endangers or harms the safety, dignity, or wellbeing of Users, Service Professionals, or PRNV Services personnel is strictly prohibited and constitutes a ground for action, including termination.

10.7 Misuse of Platform Features or Communication Systems

Misusing the Platform’s features, listings, interactive functions, or communication channels — including sending unsolicited, deceptive, or unlawful communications, or using such systems for purposes other than those intended — may result in restriction, suspension, or termination.

10.8 Infringement of Intellectual Property Rights

Uploading, posting, or transmitting content that infringes the intellectual property rights of PRNV Services or any third party, including unauthorised use of trademarks, copyrighted material, or proprietary content, constitutes a ground for action under this Policy and may attract remedies under Applicable Law.

10.9 Repeated Policy Violations

A pattern of repeated or persistent violations of this Policy or other PRNV Services policies, including violations that recur after warning or corrective action, may result in escalating measures up to and including termination.

10.10 Activities Endangering Users, Information Assets, or Platform Integrity

Any activity that endangers Users, Service Professionals, visitors, information assets, data, or the integrity, stability, reputation, or security of the Platform may result in restriction, suspension, or termination.

10.11 Compliance with Legal, Regulatory, or Law Enforcement Requirements

PRNV Services may restrict, suspend, or terminate an Account, or limit access to the Platform, where required to comply with Applicable Law, a binding order, or a lawful request or direction from a court, regulatory authority, or law enforcement agency.

11. Voluntary Account Closure by Users

11.1  An Account Holder may request voluntary closure of their Account at any time by using the account-closure facility provided within the Platform, where available, or by contacting the Account Compliance Officer using the details in Section 26.

11.2  PRNV Services may, before processing a closure request, verify the identity and authority of the requester and confirm that there are no pending matters, investigations, or legal obligations that require the Account to remain active or that require certain information to be preserved.

11.3  Upon closure, the Account Holder’s access to the Platform and its features associated with the Account will cease, subject to the effects described in Section 18 and the information-retention provisions described in Section 19.

11.4  Voluntary closure does not relieve the Account Holder of obligations or liabilities accrued prior to closure, nor does it affect any rights or records that PRNV Services is entitled or required to retain under Applicable Law.

12. Platform-Initiated Account Restriction or Termination

12.1  PRNV Services may, acting reasonably and in good faith, restrict, suspend, or terminate an Account, or limit access to some or all Platform features, on any of the grounds described in Section 10 or where otherwise reasonably necessary to protect Users, systems, or information assets, or to comply with Applicable Law.

12.2  The measure applied will, so far as practicable, be proportionate to the nature and seriousness of the concern. Lesser measures such as Restriction may be used where appropriate, while serious matters — including fraud, security threats, impersonation, or conduct endangering others — may warrant immediate Suspension or Termination.

12.3  Where the circumstances permit and security is not compromised, PRNV Services endeavours to provide notice and, where appropriate, an opportunity to respond or take corrective action before a Termination takes effect, as described in Sections 15 and 16.

12.4  In situations involving an imminent or serious risk to Users, the Platform, information assets, or compliance with Applicable Law, PRNV Services may take immediate protective action, including Suspension or Termination, with notice provided as soon as reasonably practicable thereafter.

13. Temporary Suspension Procedures

13.1  PRNV Services may temporarily suspend an Account or specific Platform features pending the review or resolution of a concern, the completion of an investigation, the verification of information, or the implementation of corrective action.

13.2  During a Suspension, access to some or all Platform features may be disabled. The duration of a Suspension will be no longer than reasonably necessary to address the underlying concern.

13.3  PRNV Services endeavours to inform the affected Account Holder of a Suspension and, where appropriate, of the steps required to address the concern, subject to legal, regulatory, and security considerations.

13.4  Following review, PRNV Services may lift the Suspension and restore access, continue the Suspension, apply Restrictions, or proceed to Termination, as the circumstances reasonably warrant.

14. Investigation and Review Procedures

14.1  PRNV Services may review and investigate concerns relating to potential policy violations, security incidents, unlawful activity, or risks to Users or the Platform. Reviews are conducted promptly and proportionately to the level of risk involved.

14.2  In the course of a review, PRNV Services may examine relevant Account information, activity logs, communications, and technical records, and may request additional information or documentation from the Account Holder.

14.3  Account Holders are expected to cooperate reasonably and honestly with any review or investigation and to provide accurate and complete information when requested.

14.4  Reviews and investigations are conducted with due regard to fairness, privacy, and confidentiality, and the outcome is determined reasonably and in good faith based on the information available.

15. Notice and Communication Procedures

15.1  Where PRNV Services restricts, suspends, or terminates an Account, it endeavours to communicate the decision to the affected Account Holder through appropriate channels, such as registered email, in-Platform notifications, or other contact details associated with the Account.

15.2  A communication may, where appropriate and permitted, identify the general nature of the concern, the measure applied, and any steps available to the Account Holder, including how to seek reconsideration.

15.3  PRNV Services may withhold or limit specific details of a decision where disclosure could compromise an investigation, the security of the Platform, the safety of any person, the rights of third parties, or compliance with Applicable Law or a lawful direction.

15.4  It is the responsibility of each Account Holder to maintain accurate and current contact information so that communications under this Policy can be received. Communications are deemed effectively delivered when sent to the contact details associated with the Account.

16. Corrective Actions and Remediation Opportunities, Where Appropriate

16.1  Where appropriate to the nature and seriousness of a concern, and where consistent with the protection of Users, the Platform, and Applicable Law, PRNV Services may offer the Account Holder an opportunity to correct, remedy, or explain the matter before a final decision is made.

16.2  Corrective measures may include correcting inaccurate information, removing non-compliant content, completing required verification, ceasing prohibited conduct, or taking other reasonable steps to address the concern.

16.3  Where an Account Holder satisfactorily completes the required corrective action within any specified period, PRNV Services may restore or continue access, subject to ongoing compliance.

16.4  The availability of a corrective or remediation opportunity is determined on a case-by-case basis and may not be appropriate for serious matters, including fraud, security threats, impersonation, unlawful activity, or conduct endangering others.

17. Appeals and Reconsideration Procedures

17.1  An Account Holder who believes that a Restriction, Suspension, or Termination decision was made in error, or who has relevant information that was not previously considered, may request reconsideration by contacting the Account Compliance Officer using the details in Section 26.

17.2  A request for reconsideration should be submitted within a reasonable period of the decision and should identify the Account, describe the grounds for reconsideration, and include any supporting information.

17.3  PRNV Services will review eligible reconsideration requests fairly and in good faith and will communicate the outcome to the Account Holder. The reviewer assessing a reconsideration request will, where practicable, be different from, or act independently of, the person who made the original decision.

17.4  The decision on reconsideration is made reasonably and in good faith. Nothing in this Section limits any right or remedy available to an Account Holder under Applicable Law.

18. Effects of Account Termination

18.1  Upon Termination of an Account, the Account Holder’s right to access and use the Account and the associated Platform features ceases. Termination may limit or prevent access to certain Platform features, communications, profiles, listings, and services.

18.2  Termination does not, by itself, extinguish obligations or liabilities accrued prior to Termination, and provisions that by their nature are intended to survive — including those relating to information retention, confidentiality, intellectual property, and compliance — shall continue to apply.

18.3  Following Termination, certain information may be retained by PRNV Services in accordance with Section 19 and Applicable Law.

18.4  PRNV Services shall not be responsible for any loss of access to content, communications, or functionality resulting from a Termination carried out in accordance with this Policy.

19. Information Retention and Record Preservation

19.1  Following the closure or Termination of an Account, PRNV Services may retain certain information where required or permitted for legal, regulatory, security, dispute-resolution, audit, or legitimate operational purposes.

19.2  Retention of information is undertaken in accordance with the Digital Personal Data Protection Act, 2023, the Information Technology Act, 2000 and applicable rules, and other Applicable Law, and for no longer than is necessary for the purposes for which it is retained, unless a longer period is required by law.

19.3  Where PRNV Services receives a lawful preservation request or becomes aware of an actual or anticipated investigation, claim, or proceeding, it may preserve relevant records for so long as necessary to comply with its obligations.

19.4  Retained information continues to be handled in accordance with the Privacy Policy of PRNV Services and the privacy and confidentiality considerations set out in Section 20.

20. Privacy and Confidentiality Considerations

20.1  PRNV Services handles personal data and confidential information relating to account governance in accordance with its Privacy Policy and Applicable Law, including the Digital Personal Data Protection Act, 2023 and the Information Technology Act, 2000 and applicable rules.

20.2  Information gathered in connection with the review, investigation, restriction, suspension, or termination of an Account is used only for purposes consistent with this Policy, the protection of Users and the Platform, and compliance with Applicable Law.

20.3  PRNV Services applies reasonable security practices and procedures to protect information within its control against unauthorised access, use, or disclosure.

20.4  Confidential information relating to investigations and decisions is disclosed only to those who require it for legitimate purposes, or as required or permitted by Applicable Law or a lawful direction.

21. Cooperation with Regulatory Authorities and Law Enforcement

21.1  PRNV Services cooperates with courts, regulatory authorities, and law enforcement agencies in response to lawful requests, orders, and directions, in accordance with Applicable Law.

21.2  PRNV Services may preserve, access, or disclose Account information and related records where it reasonably believes that doing so is necessary to comply with Applicable Law, to respond to a lawful request, to protect the rights, safety, or property of Users or any person, or to address fraud, security, or integrity concerns.

21.3  Cooperation with lawful investigations is undertaken with due regard to the privacy and confidentiality obligations described in this Policy and the Privacy Policy of PRNV Services.

22. Restoration of Access, Where Applicable

22.1  Where a Restriction or Suspension was applied pending review or corrective action, PRNV Services may restore access once the underlying concern has been satisfactorily resolved and the Account Holder is in compliance with this Policy and other applicable policies.

22.2  Following a successful reconsideration under Section 17, PRNV Services may reinstate an Account or restore access on such reasonable terms as are appropriate to the circumstances.

22.3  Restoration of access may be subject to conditions, including completion of verification, correction of information, or acceptance of applicable policies. PRNV Services may decline to restore access where doing so would create an unacceptable risk to Users, the Platform, or information assets, or would be inconsistent with Applicable Law.

22.4  Restoration is not guaranteed in every case and is determined reasonably and in good faith.

23. Compliance Monitoring and Periodic Reviews

23.1  PRNV Services may monitor compliance with this Policy and other applicable policies through reasonable technical and operational measures, consistent with privacy obligations and Applicable Law.

23.2  PRNV Services conducts periodic reviews of its account governance, security, and compliance practices in order to maintain their effectiveness and to identify opportunities for improvement.

23.3  Insights from monitoring and periodic reviews are used to strengthen the protection of Users, systems, and information assets, and to support the fair and reasonable application of this Policy.

24. Amendments and Updates

24.1  PRNV Services may amend, revise, or update this Policy from time to time to reflect changes in its practices, the Platform, or Applicable Law, or for other legitimate reasons.

24.2  The current version of this Policy is published on the Platform and takes effect upon publication, unless a later effective date is stated. The version and edition details are recorded in the document information at the beginning of this Policy.

24.3  Continued access to or use of the Platform following the publication of an amended Policy constitutes acceptance of the Policy as amended. Account Holders are encouraged to review this Policy periodically.

25. Governing Law and Jurisdiction

25.1  This Policy is governed by and construed in accordance with the laws of the Republic of India, including the Information Technology Act, 2000 and rules made thereunder, the Indian Contract Act, 1872, the Consumer Protection Act, 2019, the Digital Personal Data Protection Act, 2023, and the Bharatiya Nyaya Sanhita, 2023, in each case as amended.

25.2  Subject to any applicable dispute-resolution or grievance mechanism published by PRNV Services, the courts at Hyderabad, Telangana, India shall have exclusive jurisdiction over any matter arising out of or in connection with this Policy.

26. Contact Information

Questions, requests for account closure, reconsideration requests, and other communications relating to this Account Termination Policy may be directed to the Account Compliance Officer of PRNV Services using the details below:

Disclaimer

Conclusion

PRNV Services is committed to operating a safe, trustworthy, and lawful technology-enabled platform for all Users, Service Professionals, business partners, and visitors. Through this Account Termination Policy, PRNV Services reaffirms its dedication to:

•       Responsible account governance throughout the account lifecycle;

•       Safe and lawful platform usage by all Account Holders;

•       Information security and the protection of privacy;

•       Integrity and transparency in its account-related decisions;

•       Fair and reasonable enforcement practices;

•       The protection of users and digital assets; and

•       The continuous enhancement of its account management, security, and compliance practices.

By applying these principles consistently and fairly, PRNV Services seeks to maintain the confidence of its community and to ensure that the Platform remains a secure and reliable environment for everyone who relies upon it.