HOME VISIT, PICKUP, DROP-OFF & FIELD SERVICE SAFETY POLICY
Legal Entity: KHADIM SOLUTIONSBrand: Zehbia’s Wardrobe – A Tailoring PlatformVersion: 1.0Status: Draft — Implementation ReadyEffective Date: 1st SEP 2026Last Updated: 1ST SEP 2026Jurisdiction: India
1. PURPOSE
This Home Visit, Pickup, Drop-Off & Field Service Safety Policy ("Policy") establishes the procedures, responsibilities and safety standards applicable to Zehbia's physical field services.
These services may include:
Home visits;
Body measurement;
Tailoring consultation;
Fabric pickup;
Garment pickup;
Garment drop-off;
Order collection;
Order delivery;
Office/workplace visits;
Public-location pickups;
Roadside/public-location handovers;
Other customer-facing field services.
The policy is particularly important because Zehbia's business involves personal measurements, customer homes and direct interaction between customers and Field Officers, including female customers.
Zehbia is committed to conducting these services with appropriate safeguards, professionalism, dignity, privacy and respect.
2. SCOPE
This Policy applies to:
Customers;
Field Officers;
Measurement personnel;
Pickup personnel;
Delivery personnel;
Tailoring consultants;
Customer-support personnel involved in field coordination;
Supervisors;
Contractors and authorised third-party field personnel, where applicable.
3. CORE SAFETY PRINCIPLE
Zehbia's fundamental principle is:
A Field Officer is authorised to perform only the service for which the customer has booked or been assigned a visit.
A home visit does not give a Field Officer unrestricted access to a customer's home, property, personal spaces or personal information.
Likewise, a customer should not request a Field Officer to perform activities unrelated to the authorised Zehbia service.
4. ZEHBIA FIELD OFFICER IDENTITY VERIFICATION
Before a Field Officer visits a customer, Zehbia will, to the extent reasonably possible and subject to applicable law, verify and maintain appropriate records relating to the Field Officer.
Depending on the nature of the engagement and applicable legal requirements, this may include:
Government-issued identity verification;
Address verification;
Employment/engagement verification;
Reference verification;
Background verification;
Police verification, where applicable and legally permissible/required;
Photograph;
Internal Zehbia identification;
Training/induction records.
5. BACKGROUND AND POLICE VERIFICATION
Zehbia will make reasonable efforts, to the extent possible and permitted under applicable law, to conduct appropriate background verification of Field Officers.
Where applicable and legally required or appropriate, this may include police verification or equivalent verification.
However:
No background-verification process can provide an absolute guarantee regarding the future conduct of an individual.
Customers should therefore follow the verification and safety procedures contained in this Policy.
6. PRE-VISIT NOTIFICATION
Before a scheduled home visit, pickup, consultation or delivery, Zehbia will, where technically and operationally possible, provide the customer with advance notification.
The notification may include:
Field Officer's name;
Field Officer photograph;
Zehbia Field Officer ID/reference number;
Appointment/booking ID;
Service type;
Scheduled date;
Scheduled time/window;
Relevant verification information;
Other information reasonably necessary for identification.
The information displayed will depend on Zehbia's operational system and applicable privacy requirements.
7. VERIFY THE FIELD OFFICER BEFORE ALLOWING ACCESS
Customers are strongly advised to verify the identity of the Field Officer before beginning the service.
The customer should:
Step 1
Ask the person to show their Zehbia-issued identity card.
Step 2
Check the photograph and name on the identity card.
Step 3
Open the Zehbia application and compare the person's details with the Field Officer assigned to the booking.
Step 4
Confirm that:
Name;
Photograph;
ID/reference number;
Booking;
Service type;
reasonably correspond.
Step 5
Only after reasonable verification should the customer proceed with the visit.
8. IMPORTANT — DO NOT ENTERTAIN UNVERIFIED PERSONS
If a person claiming to represent Zehbia:
Cannot produce a valid Zehbia identity card;
Provides an identity card that appears suspicious;
Does not match the Field Officer shown in the application;
Claims that the assignment is not visible in the application;
Refuses reasonable identity verification;
Arrives without a valid booking;
Insists on entering the customer's premises without justification;
the customer is strictly advised not to allow the person to proceed with the visit.
The customer should contact Zehbia immediately through:
Customer Support: +91-889-974-9158
or
Email: zehbia@zehbia.com
9. ZEHBIA WILL NOT REQUIRE CUSTOMERS TO IGNORE IDENTITY VERIFICATION
Customers should never feel pressured to permit a person to enter their home merely because that person claims:
"I am from Zehbia."
A legitimate Field Officer should be able to establish their authorised Zehbia assignment and identity through the mechanisms provided by Zehbia.
10. PRE-VISIT CUSTOMER NOTIFICATION
The Zehbia application should preferably provide a notification similar to:
Your Zehbia Field Officer is on the way
Name: [Field Officer Name]Photo: [Photo]Zehbia ID: [ID]Booking: [Booking ID]Service: Measurement & Fabric PickupScheduled: [Date/Time]
Please verify the Field Officer's identity card and match the details with this information before starting your service.
Never share OTPs, banking credentials or unnecessary personal information.
11. FEMALE CUSTOMER SAFETY
Zehbia recognises that many tailoring and measurement services may be requested by female customers.
Female customers are therefore strongly encouraged, where reasonably possible, to have a trusted family member, friend, colleague or another person accompany them during a home visit or private-location service.
This is a safety recommendation and is not intended to suggest that a female customer is responsible for the conduct of a Field Officer.
12. CUSTOMER CHOICE REGARDING ACCOMPANIMENT
Customers may choose to have another person present during:
Measurement;
Tailoring consultation;
Fabric pickup;
Garment pickup;
Garment delivery;
Alteration assessment.
Where a customer requests that another person be present, the Field Officer should cooperate unless there is a legitimate operational reason not to.
13. MEASUREMENT SERVICES
Measurements should be taken:
Only to the extent required for the selected garment;
In an appropriate location;
With professional conduct;
With the customer's knowledge and cooperation.
A Field Officer must not perform unnecessary physical contact or measurements unrelated to the booked garment/service.
14. CUSTOMER RIGHT TO REFUSE A MEASUREMENT
A customer may decline or stop a measurement procedure if they feel uncomfortable.
The customer may request:
Another Field Officer;
Rescheduling;
Measurement at a Zehbia location;
Measurement by an appropriate person, where available;
Other available service arrangements.
The customer should not be pressured to continue.
15. PROFESSIONAL CONDUCT DURING MEASUREMENTS
Field Officers must:
Maintain professional behaviour;
Respect personal boundaries;
Explain the measurement process where reasonably necessary;
Avoid unnecessary physical contact;
Avoid inappropriate comments;
Avoid inappropriate questions;
Avoid unnecessary photography;
Avoid unnecessary recording.
16. PERSONAL SPACES OF THE CUSTOMER'S HOME
A home visit does not authorise access to the customer's private rooms or personal spaces.
Customers should not allow Field Officers to enter:
Bedrooms;
Personal rooms;
Dressing rooms;
Private offices within the home;
Other personal/private spaces;
unless access is genuinely necessary for the specifically booked service and the customer voluntarily permits it.
17. PREFERRED HOME-VISIT LOCATION
Customers are strongly encouraged to conduct Zehbia visits in a:
Lobby;
Entrance area;
Drawing room;
Visitor area;
Common living area;
Other appropriate common space.
Where available, customers are encouraged to conduct the interaction within the range of an existing CCTV/security camera.
18. CUSTOMER SHOULD NOT PERMIT UNNECESSARY MOVEMENT THROUGH THE HOME
A Field Officer should not:
Walk through the home without necessity;
Request access to unrelated rooms;
Ask to inspect personal belongings;
Request access to private areas;
Remain in areas unrelated to the booked service.
Customers should politely refuse such requests and contact Zehbia if necessary.
19. FIELD OFFICER HOME-ACCESS RULE
Field Officers are expected to remain within the area reasonably necessary to perform the assigned service.
For example:
Measurement + Pickup
Appropriate:
Visitor area → Measurement → Fabric handover → Documentation → Exit
Not appropriate:
Visitor area → Bedroom → Other rooms → Personal areas
unless a legitimate service requirement exists and the customer expressly permits access.
20. NO UNNECESSARY ENTRY
Customers should not permit a Field Officer to enter the house where the selected service does not require entry.
For example, where a customer has chosen:
Doorstep Pickup
there should ordinarily be no reason for the Field Officer to enter the home.
21. DOORSTEP SERVICE
Where the service can be completed at the:
Door;
Gate;
Building entrance;
Security desk;
Designated pickup point;
customers may choose to complete the service there.
The Field Officer should respect that choice.
22. OFFICE / WORKPLACE VISITS
Where a customer chooses an office/workplace location, the customer is encouraged to use:
Reception area;
Security desk;
Visitor area;
Common meeting area;
Other authorised common area.
Field Officers should not enter:
Restricted office areas;
Private cabins;
Employee-only areas;
Server rooms;
Secure facilities;
Other restricted spaces;
unless authorised by the relevant organisation.
23. OFFICE SECURITY
Customers should comply with their employer's:
Visitor registration;
Security;
Identification;
Access-control;
Escort requirements.
A Zehbia Field Officer should cooperate with reasonable workplace security procedures.
24. PUBLIC-LOCATION PICKUPS
Customers may, where available, choose a mutually agreed public location for:
Fabric pickup;
Garment delivery;
Order handover;
Consultation.
Examples may include:
Building entrance;
Reception;
Public commercial premises;
Designated meeting point.
25. ROAD-SIDE / ON-ROAD PICKUPS
Where an on-road or roadside handover is unavoidable, customers should choose a:
Safe;
Visible;
Well-lit;
Non-hazardous;
location.
Customers should not conduct handovers in dangerous traffic areas, isolated locations, restricted roads or locations where stopping creates a safety risk.
Field Officers should likewise not ask customers to meet at unsafe locations.
26. NIGHT-TIME VISITS
Where possible, Zehbia should avoid scheduling routine home visits during unnecessarily late hours.
Customers may request rescheduling if they consider the proposed time unsuitable.
Field Officers should not pressure customers to accept inconvenient or unsafe timings.
27. CUSTOMER CONTACT NUMBER PROTECTION
Zehbia intends to use an in-app communication system for Field Officer/customer communication.
Where technically supported:
The Field Officer will not be provided with the customer's personal mobile number.
Instead, calls may be routed through an automated calling/masking system.
28. NUMBER MASKING
The intended communication architecture is:
Customer
│
│ In-App Call
▼
Zehbia Calling System
│
│ Masked / Routed Call
▼
Field Officer
The actual telephone numbers of the customer and Field Officer should not be unnecessarily exposed to each other where the technology permits.
29. COMMUNICATION PRIVACY
Field Officers should use Zehbia's approved communication mechanism for customer communication.
Field Officers should not:
Save customer numbers unnecessarily;
Request personal numbers without legitimate operational need;
Contact customers outside authorised purposes;
Contact customers for personal reasons;
Use customer contact information for independent business;
Share customer contact information with unauthorised persons.
30. CUSTOMER RESPONSIBILITY REGARDING CONTACT INFORMATION
Customers are strongly advised not to voluntarily provide their personal mobile number, alternate number or other direct contact information to a Field Officer when it is not required for the Zehbia service.
Where Zehbia's in-app calling system is available, customers should use that system.
31. BANKING AND FINANCIAL INFORMATION
Customers must never provide unnecessary banking information to a Field Officer.
Customers should not share:
Bank account passwords;
UPI PIN;
ATM PIN;
Card PIN;
CVV;
Internet banking credentials;
OTP;
Debit/credit card passwords;
Net-banking credentials.
32. FIELD OFFICER PAYMENT SAFETY
A Field Officer should never request:
UPI PIN / Card PIN / Banking Password / OTP
for the purpose of completing a Zehbia service.
Where payment is collected through an authorised offline mechanism, the customer should receive an appropriate payment record/receipt.
33. PERSONAL INFORMATION
Customers are also advised not to unnecessarily disclose:
Aadhaar information;
PAN information;
Passport information;
Workplace information;
Family information;
Financial information;
Personal relationships;
Medical information;
Personal schedules;
Other unrelated private information.
A Field Officer should only receive information reasonably necessary for the assigned Zehbia service.
34. CUSTOMER PHOTOGRAPHS
Field Officers should not take personal photographs of customers unless:
The photograph is specifically required for an authorised Zehbia service;
The customer has been informed;
The customer voluntarily permits it; and
The photograph is handled according to Zehbia's privacy procedures.
Photographs must not be taken for personal use.
35. RECORDING AUDIO/VIDEO
Field Officers should not independently record:
Audio;
Video;
Customers;
Customer homes;
Private conversations;
for personal purposes.
Any official recording undertaken by Zehbia must have an appropriate legitimate purpose and be handled according to applicable privacy requirements.
36. CUSTOMER FABRIC AND GARMENTS
When collecting customer property, the Field Officer should:
Identify the order;
Confirm the items;
Record the relevant details;
Provide/confirm a pickup reference;
Transfer the items through the authorised Zehbia workflow.
37. FABRIC CONDITION
Where appropriate, the Field Officer may record the condition of customer-provided fabric at pickup.
This may include:
Photograph;
Description;
Quantity;
Visible defects;
Order reference.
This protects both the customer and Zehbia from later disputes.
38. NO UNAUTHORISED HANDLING OF CUSTOMER PROPERTY
Field Officers must not:
Open unrelated packages;
Search personal belongings;
Remove property unrelated to the order;
Take photographs of unrelated items;
Handle valuables;
Request access to personal storage.
39. PICKUP RECEIPT
Whenever practical, the customer should receive:
Pickup confirmation;
Order ID;
Item/fabric details;
Date/time;
Field Officer identification;
Pickup reference.
This information should preferably be available in the application.
40. DELIVERY / DROP-OFF
For delivery, customers should verify:
Order ID;
Delivery information;
Package/garment count;
Relevant order details.
Where appropriate, delivery confirmation may be recorded through:
OTP;
In-app confirmation;
Digital signature;
Other approved mechanism.
41. DELIVERY OTP
If Zehbia uses an OTP for delivery confirmation:
The customer should provide the delivery OTP only after verifying the relevant delivery/order information and receiving the correct package.
Customers should not disclose an OTP before the delivery interaction.
42. FIELD OFFICER MUST NOT REQUEST UNRELATED ACCESS
A Field Officer must not use a delivery, pickup or measurement visit as a reason to:
Inspect the customer's house;
Ask to see private rooms;
Request unrelated personal information;
Remain unnecessarily;
Request personal favours;
Promote unrelated products/services.
43. PERSONAL RELATIONSHIPS
Field Officers must maintain professional boundaries.
They should not use customer information obtained through Zehbia to:
Initiate personal relationships;
Send personal messages;
Make inappropriate requests;
Contact family members;
Visit the customer without a booking;
Establish unrelated business relationships.
44. CUSTOMER-FIELD OFFICER COMMUNICATION
All customer interaction should remain:
Professional → Service-related → Respectful → Necessary
Customers should similarly maintain professional communication with Field Officers.
45. UNSCHEDULED VISITS
Customers should not allow a person claiming to be a Zehbia Field Officer to conduct an unscheduled visit merely on verbal representation.
The customer should verify:
Booking + App Assignment + ID Card
before proceeding.
46. FIELD OFFICER ARRIVES EARLY OR LATE
If the Field Officer arrives substantially earlier or later than the scheduled time, the customer may verify the changed status through the Zehbia application/support system.
The customer is not required to allow immediate access solely because the person has arrived.
47. CHANGE OF FIELD OFFICER
If Zehbia changes the assigned Field Officer, the customer should receive an updated notification where technically possible.
The customer should verify the newly assigned Field Officer before the visit.
48. CUSTOMER CAN REQUEST AN ALTERNATIVE ARRANGEMENT
Where available, customers may request:
Rescheduling;
Another Field Officer;
Zehbia-location measurement;
Public-location handover;
Doorstep pickup;
Alternative delivery arrangement.
Requests are subject to operational availability.
49. CUSTOMER SAFETY CONCERN
If a customer feels uncomfortable or unsafe at any time, they should:
Stop the interaction;
Ask the Field Officer to leave where appropriate;
Move to a safe/common area;
Contact Zehbia;
Contact a trusted person;
Contact local emergency/police services where an immediate threat exists.
50. EMERGENCY SITUATIONS
Zehbia is not an emergency-response service.
If a customer faces an immediate threat to personal safety, they should contact the appropriate emergency services/police rather than relying solely on Zehbia customer support.
51. REPORTING MISCONDUCT
Customers may report:
Suspicious behaviour;
Identity concerns;
Unprofessional conduct;
Inappropriate comments;
Unauthorised entry requests;
Unauthorised contact;
Unauthorised photography;
Harassment;
Threatening behaviour;
Theft/loss concerns;
Other serious misconduct.
Reports may be made to:
Customer Support: +91-889-974-9158
Email: zehbia@zehbia.com
Grievance: grievance@zehbia.com
52. CONFIDENTIAL COMPLAINT HANDLING
Where a customer reports sensitive misconduct, Zehbia will handle the complaint with appropriate confidentiality and restrict access to the information to personnel who need it for investigation and resolution, subject to applicable law.
53. INVESTIGATION
Where a complaint is received, Zehbia may review:
Booking records;
Field Officer assignment;
Identity records;
Visit timestamps;
In-app communication records;
Call metadata where lawfully available;
Pickup records;
Delivery records;
Customer communications;
Other relevant operational records.
54. FIELD OFFICER SUSPENSION DURING INVESTIGATION
Where appropriate and legally permissible, Zehbia may temporarily:
Suspend field assignments;
Restrict customer contact;
Disable access;
Reassign bookings;
while a serious complaint is investigated.
This is not a determination of guilt and should be handled fairly.
55. ZERO-TOLERANCE APPROACH
Zehbia does not tolerate:
Sexual harassment;
Harassment;
Threats;
Violence;
Intimidation;
Stalking;
Unauthorised recording;
Unauthorised photography;
Theft;
Unauthorised access;
Misuse of customer information;
Fraud;
Deliberate identity misrepresentation.
Appropriate action may be taken in accordance with applicable law and company procedures.
56. FIELD OFFICER RESPONSIBILITIES
Every Field Officer must:
Carry valid Zehbia identification;
Keep identification available during visits;
Follow assigned bookings;
Respect customer boundaries;
Follow the approved route/service process;
Use authorised communication channels;
Protect customer information;
Avoid unnecessary home access;
Maintain professional behaviour;
Record pickup/delivery accurately;
Report incidents promptly.
57. FIELD OFFICER IDENTITY CARD
The Zehbia identity card should preferably contain:
ZEHBIA'S WARDROBE
Photograph;
Name;
Field Officer ID;
Designation;
Validity/verification mechanism;
Zehbia branding;
Other appropriate authentication feature.
The card should not unnecessarily display sensitive personal information.
58. DIGITAL FIELD OFFICER PROFILE
The customer application should display the relevant assigned Field Officer profile.
Recommended:
FIELD OFFICER
[PHOTO]
Name: __________
Zehbia ID: ______
Service: _______
Booking ID: ____
Date: __________
Time: __________
✓ Assigned by Zehbia
59. QR / DIGITAL VERIFICATION
Zehbia may consider adding a secure QR or digital verification mechanism to the Field Officer identity card.
For example:
Scan ID → Zehbia verification page → Confirm active Field Officer
The verification system should not expose unnecessary personal information.
60. OFFICE AND COMMERCIAL LOCATION SAFETY
For office/commercial visits:
Meet in authorised areas;
Follow building security rules;
Do not bypass security;
Do not enter restricted areas;
Do not ask customers to violate workplace policies;
Use reception/security verification where available.
61. APARTMENT / SOCIETY VISITS
For apartment complexes or gated communities, Field Officers should comply with:
Security verification;
Visitor registration;
Society access rules;
Resident access procedures.
Customers may choose to meet the Field Officer at:
Security gate;
Lobby;
Reception;
Common area;
where appropriate.
62. PUBLIC TRANSPORT / TRANSIT LOCATIONS
Customers should avoid arranging pickups in:
Moving vehicles;
Unsafe road areas;
Railway tracks/platform-restricted areas;
Isolated locations;
Other dangerous areas.
The safety of the customer and Field Officer takes priority over convenience.
63. CUSTOMER VEHICLE / FIELD OFFICER VEHICLE
A customer should not be required to enter a Field Officer's personal vehicle to receive ordinary Zehbia services.
Likewise, Field Officers should not enter a customer's vehicle unless specifically required for an authorised operational purpose and appropriate safety measures are in place.
64. CASH AND VALUABLES
Customers are advised not to display or hand over unnecessary:
Cash;
Jewellery;
Valuables;
Banking instruments;
during a routine visit.
Field Officers should not request access to valuables.
65. CUSTOMER CHILDREN AND OTHER FAMILY MEMBERS
Customers should exercise reasonable care regarding children or vulnerable persons present during visits.
Field Officers should not:
Interact unnecessarily with children;
Ask personal questions;
Take photographs;
Request personal information;
unless there is a legitimate service-related reason.
66. PETS AND HOME SAFETY
Customers may inform Field Officers of relevant safety considerations, such as pets.
Field Officers should not unnecessarily interact with:
Pets;
Personal property;
Household equipment.
67. WEATHER / ENVIRONMENTAL CONDITIONS
Where weather or environmental conditions create a safety risk, either the customer or Field Officer may request:
Rescheduling;
Alternative pickup;
Alternative location.
Zehbia may temporarily suspend field services in unsafe circumstances.
68. FIELD OFFICER SAFETY
Zehbia's safety obligations apply to Field Officers as well.
Field Officers should not be required to:
Enter unsafe premises;
Enter isolated locations where a reasonable safety concern exists;
Perform unsafe roadside handovers;
Handle dangerous materials;
Enter areas restricted by security authorities.
A Field Officer may report a safety concern and request an alternative arrangement.
69. CUSTOMER CONDUCT
Customers must not:
Threaten Field Officers;
Harass Field Officers;
Physically assault Field Officers;
Make discriminatory or abusive remarks;
Make false allegations deliberately;
Demand unrelated personal services;
Force Field Officers into unsafe situations.
70. RECIPROCAL SAFETY
Zehbia's field-service model is based on:
Mutual respect + identity verification + professional boundaries + minimum necessary access + secure communication.
Safety is a shared responsibility, while Zehbia remains responsible for implementing appropriate organisational safeguards within its control.
71. CUSTOMER DATA ACCESS BY FIELD OFFICER
Field Officers should receive only information necessary for the assigned service.
For example:
For Pickup
Name;
Pickup location;
Booking/order;
Relevant contact mechanism;
Pickup instructions.
For Measurement
Name;
Booking;
Relevant garment information;
Measurement workflow.
For Delivery
Name;
Delivery location;
Order;
Delivery instructions.
Field Officers should not receive unrelated:
Payment history;
Other orders;
Other addresses;
Private profile information;
Internal customer notes.
72. ROLE-BASED ACCESS
The Zehbia application should enforce:
Customer
↓
Own Data
Field Officer
↓
Assigned Jobs Only
Tailor
↓
Assigned Orders Only
Warehouse
↓
Assigned Warehouse Work
QC
↓
Assigned QC Work
This should be implemented technically through Zehbia's RBAC and resource-level authorisation.
73. FIELD VISIT AUDIT TRAIL
Zehbia should maintain operational records such as:
Booking ID
Field Officer ID
Customer ID
Assignment Time
Visit Start
Visit End
Service Type
Pickup/Delivery Status
Relevant Confirmation
Incident Flag
Access to these records should be appropriately restricted.
74. LOCATION DATA
Where location technology is used for Field Officer operations, Zehbia should collect only what is reasonably necessary for the relevant operational purpose.
Customers should be informed appropriately about location-related processing through the Zehbia Privacy Notice.
75. NO CONTINUOUS CUSTOMER TRACKING
Zehbia should not use continuous customer GPS tracking merely because a customer has booked a home visit.
Where location is necessary, the platform should prefer:
Customer-provided address;
Appointment location;
Limited operational location information;
rather than unnecessary continuous tracking.
76. COMMUNICATION RECORDS
Where legally permissible, Zehbia may retain appropriate communication metadata for:
Security;
Customer support;
Dispute resolution;
Service verification;
Fraud prevention.
The actual content of calls/messages should not be retained unnecessarily.
77. RECORDING OF CALLS
If Zehbia introduces call recording, the company should implement an appropriate notice/consent mechanism where required by applicable law and clearly communicate the purpose of recording.
Call recording should not be introduced silently.
78. THIRD-PARTY FIELD PERSONNEL
If Zehbia uses contractors or third-party service providers for field services:
They must be appropriately authorised;
They must follow Zehbia's safety requirements;
Their identity must be verifiable;
Their access to customer information must be restricted;
Appropriate contractual safeguards should be implemented.
79. IDENTITY FRAUD
If someone falsely represents themselves as a Zehbia Field Officer, customers should:
Not allow access;
Not provide personal information;
Not hand over fabric/property;
Not make payment;
Contact Zehbia;
Contact local authorities where appropriate.
80. CUSTOMER SHOULD VERIFY BEFORE HANDING OVER FABRIC
Before handing over valuable or customer-supplied fabric, customers should confirm:
Field Officer Identity + Booking + Order
The customer should retain the pickup confirmation/reference.
81. NO PERSONAL PAYMENT REQUESTS
Customers should be cautious if a Field Officer requests payment to:
Personal bank account;
Personal UPI ID;
Personal wallet;
Personal QR code;
unless Zehbia has expressly authorised and recorded that payment mechanism.
Where available, customers should pay through the official Zehbia payment mechanism.
82. SAFETY ALERTS IN THE APP
Zehbia should display safety guidance at appropriate points, including:
Before Home Visit
Verify your Field Officer's ID and App assignment before starting the visit.
Before Pickup
Verify the Field Officer before handing over fabric or garments.
Before Delivery
Verify your order before sharing the delivery confirmation/OTP.
83. CUSTOMER SUPPORT DURING VISIT
Where technically possible, the application should provide a prominent:
Contact Zehbia Support
button during an active Field Officer visit.
This allows the customer to quickly:
Verify the Field Officer;
Report a problem;
Request assistance;
Cancel/reschedule;
Report misconduct.
84. EMERGENCY / SAFETY BUTTON
I strongly recommend that the future Zehbia mobile application consider a discreet:
Safety / Report Issue
function during an active visit.
Depending on implementation, it could provide:
Call Zehbia support;
Report Field Officer;
End visit;
Request immediate assistance;
Display emergency-service guidance.
It should not be marketed as a replacement for emergency services.
85. ZERO TOLERANCE FOR RETALIATION
Zehbia will not tolerate retaliation against a customer who makes a good-faith complaint or safety report.
Likewise, Field Officers should be protected against retaliation for making good-faith safety reports.
86. FALSE REPORTS
Customers and Field Officers are expected to provide truthful information.
Deliberately fabricated complaints or reports may be investigated.
However:
A complaint will not be treated as false merely because an investigation does not establish misconduct.
This distinction is important for fair complaint handling.
87. POLICY ENFORCEMENT
Violation of this Policy by a Field Officer may result in:
Warning;
Additional training;
Temporary suspension;
Removal from customer-facing duties;
Termination of engagement;
Reporting to authorities where appropriate;
Other lawful action.
88. CUSTOMER VIOLATIONS
Where customers engage in serious misconduct toward Field Officers, Zehbia may:
Terminate a visit;
Cancel a booking;
Restrict future field visits;
Suspend an account;
Take other lawful action.
89. NO WAIVER OF LEGAL RIGHTS
Nothing in this Policy:
Removes statutory rights;
Prevents a customer from approaching police/authorities;
Prevents a Field Officer from approaching authorities;
Limits consumer rights;
Overrides applicable Indian law.
90. PRIVACY
Personal information collected in connection with field visits will be handled in accordance with the:
Zehbia Privacy Notice
This includes information relating to:
Customer;
Address;
Field Officer;
Booking;
Measurement;
Pickup;
Delivery;
Communication;
Security incidents.
91. GOVERNING LAW
This Policy shall be governed by applicable laws of India.
Nothing in this Policy is intended to exclude mandatory statutory rights or remedies.
92. POLICY UPDATES
Zehbia may update this Policy because of:
New safety technology;
Changes in field operations;
New service types;
Changes in applicable law;
Security improvements;
Customer feedback;
Operational experience.
The current version will be made available through the Zehbia platform.
93. CONTACT INFORMATION
KHADIM SOLUTIONS
Brand: Zehbia’s Wardrobe – A Tailoring Platform
Registered Address:1324 Khadim Villa, Mehjoor Nagar, Natipora,Srinagar, Kashmir, J&K – 190015, India
Email: zehbia@zehbia.com
Customer Support: +91-889-974-9158
Grievance: grievance@zehbia.com
Data Protection: info@zehbia.com
Websites:www.zehbia.com | www.zehbia.in
94. CUSTOMER SAFETY — QUICK CHECKLIST
Zehbia should display this as a concise checklist in the application.
Before the Visit
☐ Check your booking in the Zehbia App☐ Check the assigned Field Officer☐ Check the Field Officer's photograph☐ Ask for the Zehbia ID card☐ Match the ID with the App☐ If possible, have someone accompany you
During the Visit
☐ Use a common/visitor area☐ Prefer a CCTV-covered area where available☐ Do not permit unnecessary access to private rooms☐ Share only information required for the service☐ Do not share OTPs or banking credentials☐ Use Zehbia's in-app calling system
If Something Doesn't Look Right
☐ Do not allow access☐ Do not hand over fabric/property☐ Do not make payment☐ Contact Zehbia immediately☐ Contact emergency/police services if there is an immediate safety threat