Safety on Brouz

1. Buyer protection

When you book on Brouz, your money is protected from the moment you pay until you say the work is done.

• You pay in the app, after the provider accepts your request. Brouz holds the money — the provider doesn’t get it yet.
• Cancel before the provider starts work, or for a short while after, and you get the order amount back in full.
• When the provider marks the work done, you have 3 days to check it. Confirm, and the provider is paid.
• If the work wasn’t done, was wrong, or the provider didn’t turn up, raise a problem in the app within those 3 days. The money stays on hold and the Brouz team decides a full refund, a partial refund or payment to the provider.
• If you paid and the provider doesn’t start in time, the booking is cancelled and you get a full refund.

All of this only works when you book and pay in the Brouz app. Money paid in cash or straight to someone’s UPI is not covered by refunds or problem resolution.

2. What we keep private

• A provider’s exact address is never shown to anyone. You see only the area, like “Adyar”, and roughly how far away it is.
• Your exact address goes to a provider only when you choose delivery, because they need to come to you.
• Phone numbers, emails, UPI IDs and links are hidden in chat automatically, before and after you pay.
• Chat is text only, and your messages are kept on our servers, not your phone — so nothing is left behind on a shared phone.

3. Neighbourhood safety tips

Brouz is about people nearby helping each other. A few simple habits keep it safe for everyone.

• Check the provider’s ratings. Only people who completed a booking on Brouz can leave one.
• Not sure? Tap Enquire on the listing and ask before you book.
• If someone comes to your home, let a family member or neighbour know, and keep valuables away.
• If you go to a provider’s place, go in daylight when you can and tell someone where you’re going.
• Trust your instinct. If something feels wrong, you can cancel, and you can report the chat.

4. Safety for providers

• Only customers can start a chat with you, and you can block anyone who bothers you — they can’t send you new enquiries on any of your listings.
• You’re paid through Brouz, so you never have to collect cash or chase a payment.
• Tap “Start work” before you begin, and start the real work only after the short cancellation window has passed.
• When you go to a customer’s home, tell someone where you’re going and share your plans for the day.
• If a customer asks you to take payment outside the app, say no — it isn’t protected, for either of you. You can report the chat.

5. Avoiding scams

• Brouz will never ask for your one-time password (OTP), PIN or card details — on a call, by SMS or in chat.
• Never pay a “deposit” or “advance” outside the app, whoever asks.
• Ignore anyone offering a discount for paying directly. It’s the most common way people lose money.
• Only use the Brouz app from the official app stores, and this website at brouz.in.

6. Reporting a problem

• A problem with a booking: raise it from the order in the app, within 3 days of the work being marked done.
• Someone in chat asking for your number, asking you to pay outside, or being abusive: open the chat, tap the menu and choose Report. Our team reviews every report.
• Anything else: write to info@brouz.in or use the Contact page.

In an emergency, call 112 first.