Transparent policies that protect you and our service providers. Read carefully before using the MOYO platform.
MOYO is committed to delivering high-quality, safe, and ethical services to its users. This Service Provider Code of Conduct (“Code”) outlines the expectations, responsibilities and standards of behavior required from all service Providers (“Providers”) engaged through the MOYO platform. It applies to all individuals and entities providing services under MOYO’s brand.
By accepting assignments through MOYO, Service Providers agree to comply with this Code in letter and spirit.
All service providers engaged through the MOYO platform are expected to uphold the highest standards of ethical behaviour and legal compliance in the course of their Provider duties. Providers shall conduct themselves with honesty, integrity and Professionalism at all times, both in interactions with users and in their representation of MOYO. This includes maintaining transparency in communication, delivering services as promised and avoiding any conduct that may compromise the trust placed in them by MOYO or its users.
Service providers must comply with all applicable laws, regulations, and licensing requirements relevant to their profession and jurisdiction. This includes, but is not limited to, compliance with occupational safety standards and consumer protection statutes. Providers are responsible for ensuring that their certifications, permits and registrations are valid and up to date, and must promptly inform MOYO of any changes that may affect their eligibility to perform services.
MOYO maintains a zero-tolerance policy toward bribery, corruption and unethical inducements. Service providers shall not offer, solicit or accept any form of bribe, kickback or unauthorized compensation in connection with services rendered through the platform. Any attempt to influence service outcomes or user decisions through improper means will result in immediate termination and may be reported to the appropriate authorities.
Furthermore, service providers shall not engage in fraudulent practices, including misrepresentation of qualifications, falsification of service records or manipulation of user feedback. All documentation, service logs and communications must reflect accurate and truthful information. Any breach of this clause shall be considered a serious violation of MOYO’s Code of Conduct and may result in disciplinary action, including permanent removal from the platform and legal recourse.
Service providers engaged through the MOYO platform/application are expected to treat all users, fellow Providers and MOYO staff with the utmost respect, dignity and fairness. Provider conduct must be maintained at all times, regardless of the nature of the service or the circumstances under which it is delivered. Any form of disrespectful behaviour, including rudeness, aggression, or dismissiveness against the consumers/MOYO staff/Colleagues is strictly prohibited and will be treated as a breach of this Code of Conduct.
MOYO enforces a zero-tolerance policy against discrimination in any form. Service providers shall not discriminate against any individual based on gender, caste, religion, ethnicity, disability, sexual orientation, marital status, age, or any other characteristic protected under applicable law. All users must be treated equally and without bias, and service providers are expected to foster an inclusive and welcoming environment during every engagement.
In addition, service providers must uphold the right to privacy of all users. Any personal information, including contact details, service history, or household data, obtained during the course of service delivery must be treated as confidential. Such information shall not be disclosed, stored, or used for any purpose other than the fulfilment of the assigned service. Unauthorized use or sharing of user data constitutes a serious violation of MOYO’s Code of Conduct and may result in disciplinary action, including termination from the platform and legal consequences.
Service providers are expected to deliver all services in a manner that prioritizes safety, hygiene and Professionalism. This includes maintaining personal cleanliness, using sanitized tools and equipment, and adhering to any health and safety protocols. The service environment must be respectful and free from any form of physical, verbal or psychological discomfort for both the user and the Provider.
MOYO places particular emphasis on the safety and dignity of female service Providers. It is the responsibility of the user to ensure that the premises where services are to be rendered are safe, appropriate and conducive to Provider engagement. If a female Provider reasonably perceives the location to be unsafe, unhygienic, or hostile, she reserves the right to refuse or discontinue the service without penalty. MOYO will fully support such decisions and may take appropriate action against the user, including suspension or termination of their account.
MOYO enforces a strict zero-tolerance policy against any form of harassment, including but not limited to verbal abuse, physical intimidation, sexual misconduct, coercion, or any behavior that undermines the dignity of the service Provider. Any such incident must be reported immediately to MOYO’s support or grievance cell. Upon verification, MOYO may initiate disciplinary action, which may include permanent removal of the user or service provider from the platform and where necessary, referral to law enforcement authorities.
This Protocol sets out the mandatory steps every Service Provider (“Provider”) must follow to prevent harm and to obtain prompt assistance in a genuine emergency occurring before, during, or immediately after a MOYO-booked engagement. It applies to all categories of services and all locations where MOYO operates.
The in-app SOS button is a safety tool that, when activated, will:
(a) raise a high-priority alert to MOYO’s 24×7 Safety Desk.
OR
(b) escalate/coordinate with local emergency responders (e.g., police control room/public emergency number).
SOS depends on network/GPS availability and handset permissions. It does not replace your right or ability to call the local emergency number directly.
Activate SOS immediately upon any credible threats including:
Do:
Don’t:
During an ongoing service, an SOS button is shown to both customer and provider. When clicked, emergency details and Moyo support numbers appear on the app, and full customer provider details are instantly visible on the admin panel for action.
Upon SOS, the Safety Desk will:
The Provider shall:
MOYO prohibits any retaliation, penalty, or adverse treatment against a Provider who, in good faith, activates SOS or assists in an investigation. Retaliation by Customers or third parties may result in account action and reporting to authorities.
Breach of this Protocol (including misuse, refusal to cooperate, confidentiality violations, or persistent readiness failures) may result in warnings, mandatory retraining, temporary suspension, delisting/termination, set-off of verified direct costs, and legal action, as provided in the Service Provider Agreement and MOYO policies.
This Protocol supplements, and does not limit, your right to seek police assistance or other remedies available under applicable law.
All service providers operating under the MOYO platform are required to uphold a consistently high standard of personal and Provider presentation throughout the course of service delivery. This obligation is not merely aesthetic but foundational to the credibility and trustworthiness of MOYO’s brand. Service providers must maintain a clean and presentable appearance, ensuring that their attire and grooming reflect the Professionalism expected in client facing engagements. Where MOYO has issued uniforms or identification badges, these must be worn in strict accordance with the instructions provided, as they serve both to authenticate the provider’s affiliation and to reinforce accountability and transparency in service interactions.
Punctuality is a non-negotiable aspect of Provider conduct. Service providers are expected to arrive at the designated service location at the scheduled time, as any delay may disrupt the user experience and reflect poorly on MOYO’s operational standards. Equally important are courtesy and responsiveness providers must engage with users respectfully, listen attentively to their concerns, and respond promptly and appropriately to queries or feedback. These behavioural expectations are not optional but form the bedrock of service excellence and user satisfaction. Any deviation from these standards may be construed as a breach of MOYO’s Code of Conduct and could result in disciplinary action including suspension or termination from the platform.
Service providers engaged through the MOYO platform are bound by a strict duty of confidentiality with respect to all proprietary, operational and user related information encountered during the course of service delivery. This obligation extends to any data, documents, communications, or insights pertaining to MOYO’s internal processes, user profiles, service history, or business strategies. Under no circumstances shall such information be disclosed to unauthorized parties, stored for personal use, or exploited for competitive or commercial advantage. The duty of confidentiality survives the termination of the service engagement and remains enforceable under applicable law.
Furthermore, all intellectual property associated with MOYO including but not limited to training materials, branding elements, service protocols, digital assets and proprietary tools shall remain the exclusive property of MOYO. Service providers are granted limited, non transferable access to such materials solely for the purpose of fulfilling their assigned duties under the platform. Any reproduction, modification, distribution, or unauthorized use of MOYO’s intellectual property constitutes a breach of this Code and may attract civil and criminal liability. MOYO reserves the right to initiate legal proceedings against any service provider found to be in violation of its intellectual property rights or confidentiality obligations.
Service providers operating under the MOYO platform are strictly bound to perform only those services that have been explicitly requested, scheduled and confirmed through the platform’s official channels. The scope of work is defined by the booking details, which include the nature of the task, its duration and the designated service location. Under no circumstances shall a service provider render additional, unsolicited, or off-platform services unless such deviations have been expressly authorized in writing by MOYO. Importantly, if a consumer requests a service that deviates from the originally scheduled and confirmed scope whether in nature, duration, or location the service provider must refrain from fulfilling such requests unless prior written authorization is obtained from MOYO. This restriction is essential to ensure that all services remain within a controlled, auditable, and contractually governed framework.
MOYO’s role in the service delivery ecosystem is limited to coordination, facilitation and payment processing for services booked through its platform. Accordingly, MOYO shall not be held liable for any unauthorized services rendered outside the scope of the confirmed booking, nor for any mishappening, damage, injury, or loss occurring at the service location that is not reasonably connected to the assigned work. Furthermore, MOYO disclaims all responsibility for any verbal or informal agreements entered between the user and the service provider that falls outside the purview of the platform’s documented processes.
The service provider shall bear sole and full responsibility for any actions, omissions or consequences arising from services rendered beyond the defined scope, including but not limited to negligence, misconduct, or deviation from MOYO’s instructions. Any incident or liability occurring at the site that is not directly attributable to MOYO’s coordination or platform operations shall be the exclusive responsibility of the service provider.
Service providers operating under the MOYO platform are under a continuing obligation to report any violations of this Code of Conduct, safety-related incidents, or ethical concerns to MOYO’s designated grievance officer without delay. This duty to report is essential to maintaining the integrity, safety, and transparency of the service ecosystem. MOYO reserves the right to conduct audits, reviews, and investigations either periodically or in response to specific complaints to ensure full compliance with its standards and policies.
In cases of non-compliance, MOYO may impose disciplinary measures proportionate to the severity of the breach. These may include temporary suspension, permanent termination from the platform, initiation of legal proceedings where applicable, and reporting to law enforcement or regulatory authorities in instances of serious misconduct.
Service providers registered with MOYO are required to follow the designated travel routes as suggested by the MOYO platform’s GPS navigation system when commuting to service locations. These routes are optimized for safety, efficiency and accountability. Any deviation from the prescribed route is discouraged and in the event of a mishap, accident, or delay occurring while the provider is traveling via an alternate route, MOYO shall bear no responsibility or liability whatsoever. The service provider, being an independent contractor and not an employee or agent of MOYO, shall be solely and fully responsible for any consequences arising from such deviations, including but not limited to accidents, injuries or third-party claims.
MOYO expressly disclaims any control over the transportation methods, vehicles, or travel safety of service providers. Accordingly, MOYO shall not be held vicariously liable for any incident that occurs during transit to or from the service location. The platform’s role is limited to coordinating service engagements and does not extend to managing or supervising travel arrangements.
To mitigate risks and safeguard against unforeseen events, every service provider is suggested an active accident and life insurance policy at the time of registration with MOYO. This requirement is encouraged and intended to ensure that providers have adequate financial protection in the event of injury, disability or fatality during service-related travel.
Service providers engaged through the MOYO platform are expected to actively participate in all training programs, skill enhancement sessions and compliance workshops organized by MOYO. These initiatives are designed not only to improve technical proficiency and service quality but also to reinforce ethical standards, safety protocols and platform-specific procedures. Participation in such programs is a condition of continued engagement and reflects the provider’s commitment to Provider growth and alignment with MOYO’s evolving service expectations.
Feedback received from users and MOYO staff shall be systematically reviewed and used as a basis for performance assessment. Constructive feedback will inform targeted interventions, including retraining, mentoring or corrective action where necessary. Service providers are encouraged to treat feedback as an opportunity for development and to engage with MOYO’s support teams proactively to address any identified gaps. The continuous improvement framework is integral to MOYO’s quality assurance model and ensures that service delivery remains consistent, reliable and user-centric.
By continuing to use the MOYO platform, you accept these terms. For questions, reach out via in-app support or contact our Grievance Officer.