Privacy Policy

Depending on how you use Maa Nest, we may collect:

Identity & contact details

• Full name, date of birth and gender
• Mobile number and email address
• Address
• Government-issued ID and Aadhaar-linked verification details
• Emergency contact details

Verification information (for safety and compliance)

• DigiLocker and KYC verification data
• Identity documents and educational credentials
• A live selfie and face / liveness verification data
• Your verification status

Information about the children in your care (provided by parents)

• Name and age
• Medical conditions, allergies and behavioural notes
• Care instructions, care preferences and schedule
• Emergency notes and care routine (such as medication, foods to avoid and emergency medical information)
• For a multi-child booking, the relationship between the children (for example, siblings, cousins, friends or relatives)
• Emergency contacts

Information about a senior receiving Elder Care (provided by the family)

• Name and age
• Medical conditions, mobility needs, allergies and dietary requirements
• Medication schedule and instructions, and any assistance the caregiver should provide with taking medication
• Care routine, care preferences and daily-living needs
• Emergency medical information and emergency contacts
• The relationship between you and the senior, and who is authorised to make care decisions

You should share health and care information only about a person you are responsible for and with their agreement where they are able to give it. This information is sensitive; we treat it as described in Sections 5, 6 and 6A and use it only to deliver and keep the care safe.

Bookings & activity

• Booking and session history and caregiver assignments
• The service location you confirm for each booking (see Section 1.1)
• Wallet balance, rewards, promo-code usage and payment history
• In-app messages and communication records
• Ratings, reviews and support requests
• Incident reports

Device & technical data (collected automatically)

• Device type, operating system and app version
• IP address and device identifiers
• Login timestamps and usage activity
• Crash logs, cookies and analytics data

To provide, coordinate, and keep care safe, we collect and process location information, including:

• The service location — address and precise map coordinates — that you select and confirm for each booking
• The caregiver’s live location while a booked session is active, so the family can see where their caregiver is for the duration of that session. This is shared only while the session is active — it does not begin before the session starts and it stops when the session ends. The caregiver’s device may share this location in the background while the session is running
• Approximate device location used to show nearby caregivers and improve matching

The service location you confirm is stored with that specific booking and is used to deliver care at the right address, for booking records, and for safety. A caregiver’s live location during an active session is visible to the family who booked that session, and to Maa Nest — no one else. Location information is shared between the family and the assigned caregiver only as needed to deliver and coordinate that booking, and during emergencies as described in Section 13.

We use the information we collect to:

• Verify identities and keep children safe
• Manage bookings and match parents with caregivers
• Show the family their caregiver’s live location while a booked session is active
• Process payments and prevent fraud
• Provide customer support and send important notifications
• Coordinate during emergencies
• Improve the platform through analytics and monitoring
• Resolve disputes and enforce our policies
• Meet our legal and regulatory obligations
• Carry out AI-assisted identity verification
• Run automated fraud detection and prevention
• Provide AI-assisted caregiver matching and booking recommendations
• Perform automated risk assessment, safety monitoring, and abuse prevention

We rely on one or more of the following legal bases: your consent, the need to deliver our services, legitimate business interests, fraud-prevention and safety obligations, and legal compliance.

Some of the uses described in Section 2 rely on automated systems, algorithms, or AI-assisted tools — for fraud detection, identity verification, caregiver matching, abuse prevention, security monitoring, operational improvements, and service optimisation.

These systems support our operational decisions. They do not, on their own, decide your legal rights or obligations.

We may use aggregated, anonymised, or de-identified information for analytics, research, service improvement, performance monitoring, operational insights, product development, and statistical reporting. Information used this way does not identify you.

When you use our verification tools, you consent to Maa Nest and its authorised verification partners processing your facial-verification data to authenticate your identity, prevent fraud and duplicate accounts, protect your account, and support safety compliance.

Verification may involve a live selfie, facial-similarity comparison, and liveness detection.

Biometric data and verification results are processed securely and kept only as long as needed for verification, fraud prevention, safety, and other lawful purposes.

You authorise Maa Nest and its approved partners to access and validate your verification records, carry out KYC checks, and verify submitted documents through DigiLocker or other approved systems.

Maa Nest does not access Aadhaar databases directly and does not store Aadhaar numbers unless required by law or a compliance obligation.

We share only the information needed, and only with:

• Verification providers and payment processors
• Technology and cloud service providers
• Support and compliance partners
• Legal authorities where required by law
• Emergency responders during emergencies

Information is shared strictly on a need-to-know basis for operational, legal, safety, and compliance purposes. Maa Nest does NOT:

• Sell your personal data, or a child’s or senior’s data
• Use a child’s or senior’s data for advertising
• Rent your information to third parties

If Maa Nest goes through a merger, acquisition, investment, restructuring, business transfer, or sale of assets, your information may be transferred as part of that transaction — subject to applicable law and to the continued protection of your personal information.

We take children’s privacy seriously. Information about a child is:

• Access-restricted
• Used only to coordinate childcare
• Protected with reasonable security measures
• Never sold or used for advertising

Parents are responsible for the accuracy of the child-related information they provide, and confirm they are authorised to share it. Children may not create their own Maa Nest accounts.

Alongside the confirmation in Section 6 that you are legally authorised to share a child’s information, please share only what is reasonably necessary for the childcare service you are booking.

Avoid uploading sensitive information about your child that we have not asked for and that the booking does not need.

For Elder Care, information about the senior receiving care — including health, medication and mobility details — is treated as sensitive personal information. It is:

• Access-restricted and shared only with the assigned caregiver and, where relevant, Maa Nest support and safety staff
• Used only to coordinate and deliver the Elder Care service and keep it safe
• Protected with reasonable security measures
• Never sold or used for advertising

The family member booking Elder Care is responsible for the accuracy of the senior-related information they provide and confirms they are authorised to share it. Please share only what is reasonably necessary for the care being booked, and respect the senior’s wishes and dignity, including any decisions they are able to make for themselves.

To protect users, we may monitor and retain in-app communications, booking interactions, reports and complaints, support conversations, and rating activity — for fraud prevention, safety monitoring, policy enforcement, dispute handling, and operational support.

We may send you service-related messages, including:

• Booking updates
• Verification alerts
• Payment confirmations
• Safety notifications
• Emergency communications
• Account-related messages

You can manage non-essential notification preferences in your device or app settings where available. Some messages are essential to the service — such as safety and emergency communications — and cannot be turned off.

We keep information for as long as your account is active and as needed for legal compliance, fraud prevention, dispute resolution, and safety recordkeeping. Some information may be retained after account deletion where the law requires it.

Different categories of information may be kept for different periods. How long we keep something depends on:

• Operational needs
• Fraud prevention
• Dispute resolution
• Legal obligations
• Accounting and taxation requirements
• Regulatory compliance
• Safety investigations
• Enforcement of our platform policies

Once a period ends, information may be deleted or anonymised — or retained further where applicable law requires it.

Subject to applicable law, you may request to:

• Access the personal information we hold about you
• Correct inaccurate information
• Withdraw consent where applicable
• Delete your account or eligible personal data
• Receive a copy of your stored information where permitted

Some information may be retained where required by law, or where needed for investigations, fraud prevention, or dispute resolution.

Where applicable law allows it, you may withdraw consent you previously gave us. Withdrawing consent does not make our earlier processing unlawful — it applies from the point you withdraw, not backwards.

Some Maa Nest services may become limited or unavailable if you withdraw a consent they depend on, such as identity verification.

Once verified, a request to delete your account or to remove eligible personal information is generally processed within 30 days.

We may need to keep specific information for longer where applicable law requires it, or where it is needed for an ongoing investigation, fraud prevention, dispute resolution, regulatory compliance, or child safety obligations.

We use reasonable technical and organisational safeguards to protect your information against unauthorised access, misuse, loss, alteration, and disclosure. However, no online service can be guaranteed completely secure. If a significant data breach occurs, we may notify affected users and the relevant authorities where the law requires.

The safeguards referred to in Section 10 include:

• Encryption of data in transit
• Access controls
• Authentication mechanisms
• Security monitoring
• Periodic security reviews
• Role-based access controls

We may use cookies, device identifiers, and analytics tools to improve performance, understand usage trends, enhance your experience, and detect fraud and abuse. You can manage certain cookie settings through your browser.

You can manage, disable, or restrict cookies through your browser or device settings. Disabling some cookies may affect the availability or functionality of parts of the platform.

Maa Nest integrates trusted third parties such as payment gateways, verification providers, analytics tools, and cloud hosting. These partners process information under their own policies and applicable law. Data may be processed or stored on cloud infrastructure inside or outside India, with appropriate safeguards.

As noted in Section 12, your personal information may be processed, stored, or transferred outside India. Where that happens, we do so only where appropriate safeguards, contractual protections, and applicable legal requirements are met, and we take reasonable steps to see that your information stays protected.

The platform may link out to third-party websites, payment gateways, verification providers, or other external services.

We are not responsible for the privacy practices, security measures, or content of those services. Please read their own privacy policies before sharing information with them.

In an emergency involving the safety of a child or a senior in care, a medical situation, or an immediate security concern, we may share necessary information with emergency responders, hospitals, law-enforcement authorities, and emergency contacts where reasonably needed for safety.

You agree to:

• Provide accurate information
• Not submit false documents or misuse another person’s identity
• Keep your account credentials confidential

You are responsible for activity that happens under your account.

The accuracy commitment in Section 14 applies for as long as you use Maa Nest, and covers:

• Your personal information and contact details
• Emergency contacts
• Child information
• Caregiver information
• Anything else you submit to us

Please keep it complete and up to date. We may rely on the information you give us when delivering our services — including during an emergency, when there is no time to check it.

While we take reasonable measures to protect your information, we cannot guarantee absolute security or the prevention of every cyber threat. You acknowledge the inherent risks of using internet-based technology.

We may update this Privacy Policy from time to time. Updated versions take effect when published in the app, and continued use of Maa Nest means you accept the revised policy.

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

For privacy questions, data requests, or grievances, contact us:

• Maa Nest Support — support@maanest.in · +91 78998 36657
• Grievance Officer — Shaik Adnan · adnan@maanest.in
• We aim to respond within 30 days.

Maa Nest collects your phone number, email address, and other contact details to provide our childcare services and ensure a safe user experience.

We use your contact information to:

• Verify your identity using OTP.
• Process and manage bookings.
• Facilitate secure communication between parents and caregivers through masked calling.
• Send booking confirmations and reminders.
• Notify you about caregiver arrival and booking status.
• Provide customer support.
• Send payment confirmations, invoices, refunds, and payout notifications.
• Deliver important account, security, and safety updates.

Maa Nest uses trusted third-party communication providers to deliver these services. These providers process your information only to facilitate service-related communications and in accordance with applicable laws.

We do not use your contact information for promotional or marketing communications without your consent. We do not sell or rent your personal information to third parties.

Users may opt out of promotional communications, where applicable, but essential transactional communications required for the operation and safety of the Maa Nest platform will continue to be delivered.