Terms & Conditions

1 Acceptance of Terms

By downloading, installing, accessing, registering an account on, or submitting maintenance complaints through the mobile application or web portal, you unconditionally agree to comply with and be bound by these Terms & Conditions and our Privacy Policy.

2 Eligibility and Account Registration

• Exclusively for Railway Colony Residents: Access to this system is restricted exclusively to official railway officers, employees, authorized quarter allottees, and designated adult family representatives legally occupying residential quarters within the supported colonies of Jodhpur Division.
• Accuracy of Profile Information: You agree to provide true, accurate, current, and complete details during registration, including your full name, active mobile number, official quarter number, and colony name. Providing fictitious quarter numbers or impersonating another employee constitutes an administrative violation.
• Credential Security: You are strictly responsible for maintaining the confidentiality of your login credentials (username, password, and mobile OTPs). You must notify the administrator immediately if you suspect unauthorized access to your account.

3 Service Availability & Jurisdiction Boundaries

Maintenance services under this system are strictly confined to the following two predefined railway engineering jurisdictions in Jodhpur:

* Complaints originating from outside these designated railway residential colonies, or regarding private commercial properties, will be automatically rejected.

4 Service Requests and Complaints

The portal accommodates routine domestic maintenance requests across designated service categories:

• Residents must submit clear, concise, and accurate descriptions of the defect.
• Frivolous, prank, abusive, or duplicate submissions for the same defect within a 24-hour window are prohibited.
• Non-Emergency Scope: This application is intended for planned, routine household maintenance. It is NOT an emergency response portal for fire, electrical short-circuits threatening life, medical emergencies, or railway traffic operations. For life-safety emergencies, residents must contact standard emergency authorities immediately.

5 Service Assignment and Dispatch

Complaints are received by the respective Area Works Incharge (IWB or IWD). The administration reserves full discretion to prioritize, group, schedule, reschedule, or assign requests to in-house railway tradesmen or approved departmental contractors based on urgency, trade availability, workload, and material inventory.

6 Response and Completion Times

Maintenance operations are performed during standard railway administrative working hours. While the administration endeavours to address complaints expeditiously:

7 Cancellation Procedure and Restrictions

Residents may cancel a submitted service complaint subject to the following strict workflow constraints:

• Allowed While "Pending": You may cancel a complaint online at no prejudice only while its status remains Pending (prior to technician assignment or dispatch). A brief cancellation reason must be provided.
• Prohibited Once "On Process" or "Completed": Once a complaint status changes to On Process (technician dispatched or on-site work begun), online self-cancellation is disabled in the application. Any cancellation after dispatch must be communicated directly to the assigned technician or works supervisor.
• Completed Complaints: Complaints marked Completed cannot be cancelled under any circumstances.

8 Access to Premises

To execute requested repairs, maintenance personnel must be granted safe and unhindered access to the affected railway quarter:

• An adult resident or authorized family representative must be present in the quarter during the inspection and repair visit.
• Technicians will not enter locked or unattended quarters.
• If the resident is repeatedly unavailable or refuses entry during scheduled visits, the complaint may be marked cancelled or closed with administrative notes.

9 Charges and Maintenance Policy

Routine domestic maintenance in government railway quarters is provided in accordance with Northern Western Railway housing and engineering codes.

10 Prohibited Activities & Resident Conduct

Users of this platform strictly agree NOT to:

• Submit fictitious, vexatious, or fabricated maintenance complaints.
• Use abusive, threatening, obscene, or defamatory language in complaint descriptions or communication with technicians and supervisors.
• Harass, physically obstruct, or mistreat visiting railway maintenance staff or contractors.
• Impersonate another railway employee or use an unassigned quarter number.
• Probe, scan, reverse-engineer, or attempt to breach the security or database integrity of the application.

11 Intellectual Property Rights

All software architecture, source code, user interface designs, logos, graphics, icons, database schemas, and documentation related to the Railway Colony Door-to-Door Services Management System are the intellectual property of the service administration and technological developers. No portion of the platform may be copied, reproduced, decompiled, or distributed without prior written consent.

12 Limitation of Liability

The application is provided on an "AS IS" and "AS AVAILABLE" administrative facilitation basis. To the maximum extent permitted under applicable law, the Northern Western Railway, its officials, employees, and software providers shall not be held liable for any direct, indirect, incidental, special, or consequential damages resulting from the inability to use the portal, server downtimes, transmission delays, or scheduled maintenance interruptions.

13 Service Modifications and Availability

The administration reserves the right to modify, suspend, upgrade, or temporarily discontinue any service feature, colony category, or administrative workflow at any time without prior individual notice for technical upgrades, database indexing, or operational exigencies.

14 Account Suspension and Termination

The administration may immediately deactivate, suspend, or terminate resident access to the application in the event of:

• Breach of any provision within these Terms & Conditions.
• Submission of repeated fraudulent, prank, or malicious complaints.
• Official transfer, superannuation, retirement, or vacating of the railway quarter in Jodhpur Division.
• Directives from the Divisional Railway Administration under Railway Servants (Conduct) Rules.

15 Governing Law and Jurisdiction

16 Official Contact & Administration Desk

For inquiries, clarifications, or official feedback regarding these Terms, please contact: