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

This Policy refers to the following defined booking lifecycle stages, which reflect the actual Maa Nest platform workflow. Wherever cancellations, refunds, payouts, or booking status are addressed in this Policy, these defined stages shall apply.

Booking Confirmed: The booking has been successfully paid for, accepted by the Caregiver (where applicable), and confirmed by the Maa Nest Platform.

Journey Started: The Caregiver has tapped the “Start Journey” button within the Maa Nest Platform, and live location sharing has commenced.

Arrived: The Maa Nest Platform automatically detects that the Caregiver has reached the confirmed service location using the Platform’s location detection system, including proximity detection within the operational arrival radius configured by Maa Nest.

Session Started: The Caregiver has officially started the childcare session through the Maa Nest Platform.

Session Completed: The booked childcare session has ended and has been marked complete through 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.

Parents may cancel bookings through the Maa Nest platform. Refund eligibility may depend on the timing of the cancellation.

You may receive a full or partial refund if:

• Cancellation occurs within the allowed cancellation window
• The Caregiver is unavailable
• Maa Nest cancels the booking
• A technical or payment issue occurs
• An emergency situation is approved by Maa Nest

If you cancel shortly before the scheduled start time, Maa Nest may deduct cancellation charges, deduct platform fees, or apply partial-refund rules. Late cancellations negatively impact Caregiver scheduling and operational availability.

If the Parent is unreachable, entry access is denied, the child is unavailable, or the session cannot begin due to Parent-side issues, the booking may be treated as a completed or chargeable session, and refunds may not be provided.

Refund eligibility is determined by the booking lifecycle stage at the time of cancellation, as set out below:

• Caregiver cancels before the Arrived stage — 100% Refund, or a Replacement Caregiver (subject to availability), or Reschedule (where applicable).
• Parent cancels more than twenty-four (24) hours before the scheduled booking start time — 100% Refund, with no cancellation charges.
• Parent cancels during the Journey Started stage (before Arrived) — the remaining eligible balance is refunded after deduction of the applicable platform fee and any approved Caregiver travel reimbursement.
• Parent cancels after the Arrived stage — the remaining eligible balance, if any, is refunded after deduction of the applicable platform fee and any approved cancellation compensation (including verified travel expenses where applicable).
• Parent cancels after the Session Started stage — No Refund; the Caregiver remains eligible for the applicable Service Payout.
• Parent No-Show after the Arrived stage — No Refund; the Caregiver remains eligible for the applicable Service Payout.

The detailed rules for each lifecycle stage are set out in sub-sections 2.5 to 2.9 below.

If the Parent cancels more than twenty-four (24) hours before the scheduled booking start time:

• The Parent receives a 100% refund.
• No cancellation charges shall apply.

If the Parent cancels after the booking has entered the Journey Started stage but before the Arrived stage:

• Maa Nest shall retain the applicable platform fee.
• The Caregiver may receive reimbursement of reasonable and verifiable travel expenses, subject to Maa Nest’s review, approval, and internal reimbursement policies.
• The remaining eligible balance shall be refunded to the Parent.

If the Parent cancels after the booking has entered the Arrived stage:

• Maa Nest shall retain the applicable platform fee.
• The Caregiver may receive reasonable cancellation compensation, including verified travel expenses where applicable, subject to Maa Nest’s review and internal operational policies.
• The remaining eligible balance, if any, shall be refunded to the Parent.

Once the booking has entered the Session Started stage:

• No refund shall be issued.
• The Caregiver shall remain eligible for the applicable Service Payout.
• Maa Nest shall retain the applicable platform fee.

If the Parent is unreachable, denies entry, fails to make the child available, or otherwise prevents the session from commencing after the booking has entered the Arrived stage:

• The booking may be treated as completed.
• No refund shall be issued.
• The Caregiver shall remain eligible for the applicable Service Payout.

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% Refund
• Replacement Caregiver (subject to availability)
• Reschedule (where applicable)

If the Caregiver had already entered the Journey Started stage before the cancellation, any approved travel reimbursement payable to the Caregiver shall be handled by Maa Nest under its internal operational policies and shall not reduce the Parent’s refund entitlement.

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.

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

Certain platform, convenience, processing, or operational fees may remain non-refundable even where partial refunds are approved. Applicable deductions may vary based on booking stage, cancellation timing, payment-processing status, and operational costs incurred.

Applicable taxes, convenience charges, payment-gateway fees, and processing charges may remain non-refundable where permitted under applicable laws.

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.

Additional session time beyond the original booking duration may result in additional charges, require platform approval, or be billed automatically where applicable. Parents are responsible for timely session closure and communication.

Caregivers are not obligated to continue services beyond the booked duration unless mutually agreed through Maa Nest-approved mechanisms. Unauthorised extensions may not be covered by platform protections.

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.

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

• Maa Nest Support — support@maanest.in · 7899836657
• Grievance Officer — Shaik Adnan · adnan@maanest.in
• We aim to respond within 30 days.

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.