Refund & Cancellation Policy

A booking is confirmed only after:

• Successful payment completion
• Caregiver acceptance (where applicable)
• Maa Nest system confirmation

Maa Nest may decline, cancel, or reschedule bookings due to:

• Caregiver unavailability
• Safety concerns
• Technical issues
• Verification failures
• Operational limitations
• Policy violations

Every session must be booked to start at least 30 minutes ahead, across all services. With Instant you may send a request at any time and we start looking immediately, but the session time you ask for must still be at least 30 minutes away.

A session is started by the Caregiver entering the one-time code you share with them on arrival. If that has not happened within 30 minutes of the scheduled start time, the session is treated as not having taken place; see section 3.3, and section 4.2 for packages.

Two things decide what you get back, and nothing else:

• Notice given: how long before the scheduled start time you cancel.
• Who cancelled: you, or the Caregiver.

Refunds are no longer decided by how far along the booking had progressed. Whether a Caregiver had set off, or had told you they had arrived, does not change your refund. This applies to Child Care, Elder Care and Physiotherapy alike.

Session Started: the Caregiver has started the session on the Maa Nest Platform, using the code you share with them on arrival. Once a session has started, care has been delivered and the cancellation rules below no longer apply.

Session Completed: the booked session has ended and has been marked complete on the Maa Nest Platform.

“Service Payout” means the amount payable to the Caregiver after deduction of the applicable Maa Nest platform fee, taxes, statutory deductions (where applicable), and any other deductions or adjustments permitted under Maa Nest policies. The applicable payout structure shall be displayed on the Platform and may be updated from time to time.

You may cancel a booking at any time through the Maa Nest Platform. What comes back to you depends on how much notice you give.

Every rate below applies to the Refundable Amount, which means everything you paid except the ₹19 Platform & Safety Fee. Applicable GST is included in the Refundable Amount and is returned with it. See section 7.

When you cancel, measured against the scheduled start time:

• 6 hours or more before the start: 100% of the Refundable Amount.
• Less than 6 hours before the start: 80% of the Refundable Amount. The remaining 20% is retained.
• After the session has started: no automatic refund.
• After the scheduled start time has passed without the session starting: no automatic refund. If the Caregiver did not attend, see section 3.3, which refunds you in full.

There is one cut-off that changes what you get back, and it is six hours before the start. Cancel with at least six hours’ notice — whether that is six hours or six weeks — and the whole Refundable Amount comes back. Our systems record a 24-hour band as well, because notice is also used for caregiver compensation and reporting, but it makes no difference to what you are refunded.

These refunds are issued automatically. You do not need to request one, and no approval step stands between you and your money.

On a booking of ₹1,149 (₹1,130 of service plus the ₹19 Platform & Safety Fee), the Refundable Amount is ₹1,130.

• Cancel 2 days before: you receive ₹1,130.
• Cancel 8 hours before: you receive ₹1,130.
• Cancel 2 hours before: you receive ₹904 (80% of ₹1,130).
• Cancel after the session has started: no automatic refund.

The ₹19 Platform & Safety Fee is retained in each case.

A Caregiver who accepts your booking holds that time for you and turns down other work to do it. Inside six hours there is rarely time for them to be booked elsewhere. The retention recognises that; it is not a penalty, and it does not apply when the cancellation is not your doing.

If the Caregiver attends and the session cannot begin because you are unreachable, entry is denied, or the person receiving care is unavailable, the booking may be treated as a session that took place. No refund is issued in that case, and the Caregiver remains eligible for their payout.

Where Maa Nest cancels a booking, or a payment is taken for a booking that we are then unable to confirm, you are refunded everything you paid, including the ₹19 Platform & Safety Fee. You received nothing, and none of it was your doing.

Caregivers are expected to honour accepted bookings responsibly. Repeated cancellations may result in:

• Reduced visibility
• Temporary suspension
• Incentive restrictions
• Account review
• Permanent removal in severe cases

Maa Nest understands that genuine emergencies may occur. Where reasonably possible, a replacement Caregiver may be arranged, the session may be rescheduled, or refunds or credits may be issued at Maa Nest’s discretion. Maa Nest does not guarantee replacement availability.

Repeated caregiver cancellations may additionally result in:

• Reduced booking priority
• Temporary booking restrictions
• Incentive suspension
• Verification review
• Permanent deactivation in severe cases

If a Caregiver rejects an accepted booking, becomes unavailable, is unable to reach the confirmed service location, or is unable to complete the booking due to reasons attributable to the Caregiver (including illness, emergencies, vehicle breakdown, transportation issues, or similar genuine circumstances), the Parent shall be offered the following options:

• 100% of the Refundable Amount, refunded automatically, whatever the notice given, including after the scheduled start time, which is when a no-show is usually discovered.
• A replacement Caregiver, subject to availability.
• Rescheduling, where applicable.

The late-cancellation retention in section 2.1 never applies here. It is a charge against whoever cancelled late, and that is not you. Any costs the Caregiver may have incurred are handled by Maa Nest separately and never reduce your refund.

You may request rescheduling subject to Caregiver availability, operational feasibility, and advance-notice requirements. Rescheduling requests made close to session time may be treated as cancellations.

Maa Nest may limit the number of rescheduling requests permitted for a booking. Repeated rescheduling requests may be treated as cancellations.

In a Weekday or Weekend Package, each day is treated as its own session for cancellations and rescheduling. Cancelling one day does not cancel the rest of the package, and the refund for that day is worked out from the notice you gave before that day was due to start, using the same table above applied to that day’s share of the package price.

If your Caregiver cannot attend a particular day, we may offer a replacement Caregiver for that day. You are free to decline a replacement, in which case that day is refunded in full.

If nobody starts a day within 30 minutes of its scheduled start time — because the Caregiver did not attend, or because no replacement was assigned in time — that day is cancelled automatically and that day’s share of the package price is refunded to you automatically. You do not need to ask. The remaining days of the package stay live and are not affected.

That day’s share means the package price divided across its days. The ₹19 Platform & Safety Fee is charged once for the whole package and is not part of any single day, so it is not refunded when one day is cancelled. Any extension you had already paid for on that day is refunded with it.

A physiotherapy plan is paid for as a whole, and each session inside it is treated as its own session for cancellations and rescheduling, on the same notice-based table. Physiotherapy sessions cannot be extended, so no extension charge can arise on one.

When you use Instant, you may hold more than one eligible Caregiver at the same time while you decide. Each hold is separate:

• Each held Caregiver has their own payment window, counted from the moment you held that Caregiver.
• Holding a second Caregiver does not cancel or shorten a hold on the first.
• When a hold’s payment window passes without payment, only that Caregiver is released. Your other holds are unaffected.
• Paying for one held Caregiver confirms that booking. Your other holds are not confirmed by that payment and are released, because the job they were being held for is now filled.
• You are charged only for the booking you actually pay for. A hold is not a charge.

A Caregiver can only ever be held for hours they are genuinely free for. The Platform refuses a hold that would overlap a booking the Caregiver already has, so holding several Caregivers cannot result in a double booking of any one of them.

An Instant request that finds nobody costs you nothing: no payment is taken unless you choose a Caregiver and pay within the payment window shown on screen. If you do not pay within that window, the hold is released automatically and nothing is charged. Once paid, an Instant booking follows exactly the same cancellation and refund rules as a planned booking.

Approved refunds may take reasonable processing time depending on payment-provider timelines, banking systems, and payment-gateway processing. Maa Nest is not responsible for delays caused by banks, payment gateways, UPI systems, or financial institutions.

Approved refunds are generally processed within:

• 5–7 business days for UPI transactions
• 7–10 business days for card transactions
• 7–14 business days for banking channels

Actual timelines may vary depending on financial institutions and payment providers.

Refunds may not be issued for:

• Parent no-shows
• False complaints
• Policy violations
• Unsafe environments caused by users
• Off-platform arrangements
• Dissatisfaction unrelated to policy breaches
• Delays outside Maa Nest’s reasonable control
• Minor preference mismatches

Unless a material policy violation has occurred, refunds are generally not provided for subjective dissatisfaction relating to:

• Personality differences
• Communication-style preferences
• Minor compatibility concerns
• Expectations not explicitly promised by Maa Nest

Every booking carries a ₹19 Platform & Safety Fee. It covers verification, safety systems, and support, and it is charged once per booking.

This fee is non-refundable. It is deducted before any refund rate is applied, which is why the rates in section 2.1 are described as a proportion of the Refundable Amount rather than of the total you paid.

The single exception is section 2.5: where Maa Nest cancels or cannot confirm your booking, the fee is returned along with everything else.

The fee shown at checkout is the fee that applies to that booking. If the amount changes for future bookings, yours refunds against the fee it was actually charged.

Prices displayed on Maa Nest are inclusive of GST. GST is contained within the Refundable Amount, so when you are refunded, the tax you paid on the refunded portion comes back with it. You are not refunded a price with the tax stripped out.

A booking carries no separate convenience or payment processing charge. The only such charge is the payment processing charge on an optional tip, which is shown to you as a rupee amount before you pay (section 7.2). Any charge levied directly by your bank or payment provider is outside Maa Nest’s control.

After a completed booking you may add an optional tip for your Caregiver. A tip is a separate payment from your booking and is not part of the booking price.

The tip amount you select goes to your Caregiver. A payment processing charge applies to each tip and is shown to you as a rupee amount before you pay.

One tip can be added for each completed booking. Tips are not refundable once paid, except where a tip payment is taken in error, for example a second tip payment for a booking that has already been tipped. Such a payment is refunded to you in full, including its processing charge.

Refunds or rescheduling for emergencies, including natural disasters, medical emergencies, government restrictions, internet outages, public emergencies, and transportation disruptions, are handled at Maa Nest’s reasonable discretion.

Refund requests associated with medical emergencies may require supporting documentation where reasonably requested. Maa Nest reserves discretion in evaluating emergency-related claims.

You agree to first contact Maa Nest support before initiating chargebacks, filing payment disputes, or reporting unauthorised transactions. Fraudulent chargebacks or abuse of payment systems may result in account suspension, permanent bans, and legal recovery actions.

Maa Nest may investigate disputed transactions before approving refunds, reversals, credits, or chargeback claims. Investigations may include:

• Booking reviews
• Communication analysis
• Verification checks
• Safety assessments
• Fraud screening

All transactions must occur exclusively through Maa Nest. Maa Nest is not responsible for refunds, disputes, losses, fraud, or service failures arising from cash payments, direct UPI transfers, off-platform arrangements, or private bookings outside Maa Nest.

Services arranged, extended, modified, or transacted outside Maa Nest are entirely outside Maa Nest’s control. Maa Nest assumes no liability for safety incidents, payment disputes, injuries, property damage, misconduct, or financial losses arising from off-platform arrangements.

Time beyond the original booking duration is charged only as an extension that you have approved and paid for on the Maa Nest Platform. A Caregiver cannot start an extension, and cannot set its price. Nothing is billed automatically for running over.

An extension is bought in blocks of 1, 2 or 4 hours, priced from the same rate card as the original booking, and does not carry a second Platform & Safety Fee.

You may request more time before the booked end. For the 15 minutes after the booked end, your Caregiver may ask to stay on instead; where she has, you can approve and pay for that time within that window and the extra hours are added. Only one extension request may be open at a time, and a session may be extended at most twice — both counted per session, so each day of a package has its own two. An extension counts towards that limit once it is accepted or paid for; a declined or cancelled request does not.

Once an extension has been paid for, it is not automatically refundable. The automatic rates in section 2.1 apply to the original booking only.

Refund requests relating to an extension are reviewed by Maa Nest individually. Where an extension was paid for but the additional time could not be provided, it is refunded to you.

Caregivers are not obligated to continue beyond the booked duration unless the extension has been arranged and paid for through the Maa Nest Platform. Time arranged privately is outside Maa Nest’s protections, records, and refund processes.

Promotional credits, discounts, coupons, and referral rewards may expire, be revoked, be non-transferable, or be non-refundable. Maa Nest may modify promotional programs at any time.

Maa Nest may revoke promotional benefits where fraud is suspected, multiple accounts are used improperly, referral abuse occurs, or promotional terms are violated.

Maa Nest may delay refunds, investigate suspicious activity, request additional verification, or withhold payouts or credits where fraud, abuse, policy violations, or suspicious transactions are suspected.

Maa Nest may request identity confirmation, payment verification, supporting documentation, or incident reports before processing certain refund requests.

Maa Nest reserves the right to investigate suspected misuse of the refund process, fraudulent cancellations, fabricated evidence, repeated refund abuse, false claims, or other policy violations. Where misuse is identified, Maa Nest may deny refunds, recover amounts paid in error, suspend user accounts, withhold payouts where permitted, or take any other action permitted under applicable law.

Where applicable, refunds are generally limited to the booking amount paid, applicable refundable portions, or platform-approved credits. Maa Nest is not liable for indirect losses, emotional distress, missed opportunities, consequential damages, or external financial losses.

Maa Nest’s maximum liability relating to refunds shall not exceed the amounts actually paid by the user for the affected booking, or the platform-approved credits issued by Maa Nest.

Maa Nest may modify this Policy from time to time. Updated versions become effective upon publication on the platform, and continued use of Maa Nest after updates constitutes acceptance of the revised Policy.

By completing a booking, payment, or cancellation request, you acknowledge that electronic acceptance constitutes agreement to this Policy.

This Policy is governed by the laws of India. Any disputes fall under the jurisdiction of the courts located in Bengaluru, Karnataka, India.

This Policy is issued by MAANEST BABYSITTER PRIVATE LIMITED (CIN: U88900KA2026PTC217655, GSTIN: 29AAUCM6655Q1Z4), Building No. 23, Taj Building, Dr. BR Ambedkar Road, Near Jain Temple, Oorgaum, Robertsonpet, Kolar, Karnataka – 563122.

For refund, cancellation, payment, or dispute-related concerns, you may contact:

• Maa Nest Support: support@maanest.in · +91 63628 34307
• Grievance Officer: Shaik Adnan · adnan@maanest.in

A grievance about a refund, a cancellation or a payment is acknowledged within 24 hours and resolved within 15 days of receipt. This is separate from how long the refund itself takes to reach your bank, which is set out in section 5.1 and is in the hands of your bank and the payment gateway.

The parties will first attempt to resolve disputes through good-faith discussions. Disputes remaining unresolved may be referred to arbitration in Bengaluru, Karnataka in accordance with applicable Indian laws.

If any provision of this Policy is found invalid or unenforceable, the remaining provisions continue in full force and effect.