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

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 and Elder Care 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:

• 24 hours or more before the start — 100% of the Refundable Amount.
• At least 6 hours but less than 24 hours 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.

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 — the ₹19 Platform & Safety Fee included. 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.

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.

Maa Nest does not add a separate convenience charge or pass on payment-gateway fees. Any charge levied directly by your bank or payment provider is outside Maa Nest’s control.

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 priced from the same rate card as the original booking and does not carry a second Platform & Safety Fee.

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.

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

• Maa Nest Support — support@maanest.in · +91 78998 36657
• 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.