Trust & safety

We started mytubewell because farmers were getting cheated by middlemen and owners were waiting weeks to get paid. Every safeguard below exists because someone got burned. Here's what we do, and what to do if something goes wrong.

How we verify owners

• Aadhaar + PAN KYC — Every owner must complete government ID verification before listing.
• Bank account match— Payouts only go to a bank account that matches the verified owner's name.
• Photo + video proof — Every listing carries timestamped photos and a short video of the pump in action.

Captain visits

A captainis a mytubewell-employed field agent in your district. They physically visit each tubewell before it goes live, measure water quality, and verify the pump's actual capacity. They also respond on the ground if a booking goes wrong — disputes are resolved by the captain's inspection report.

Payment protection

All payments flow through mytubewell — never directly between farmer and owner. The advance is held in escrow until the owner confirms. The balance is captured only after the booking starts. If the booking is cancelled or the pump fails, the held funds are returned automatically.

Refund guarantee

If water doesn't flow, you get 100% of your money back. See the refund policy for the exact rules and timelines.

Privacy of phone numbers

Phone numbers are never shown on listings or chats. All communication between farmer and owner happens in-app. If we need to call you for support, we use a masked number.

Report a problem

If something feels off — a fake listing, an owner asking for off-platform payment, water quality concerns — message us via the contact page. We respond within 4 hours during daylight in India.