Community Guidelines

1. Safety first

• Call 112 for immediate danger or medical emergency. Report known or reasonably apprehended POCSO offences promptly to the Special Juvenile Police Unit or local police; Child Helpline 1098 may assist.
• Do not use MAAI to arrange, enable, hide or normalise abuse, neglect, exploitation, grooming, trafficking, forced/child labour, sexual services, violence, stalking, self-harm encouragement or illegal conduct.
• Do not bring an unapproved substitute or visitor, share an account, impersonate a profile, bypass identity checks or misuse a Booking OTP.
• Never punish, humiliate, threaten, shake, hit, sexually touch, photograph/post, or leave a Child unattended. Follow the Child Safety Policy.

2. Respect and inclusion

Treat people with dignity regardless of caste, race, ethnicity, nationality, religion, language, sex, pregnancy, gender identity/expression, sexual orientation, disability, health, age, marital/family status, socioeconomic status or other protected characteristic. Legitimate childcare requirements—such as 18+ provider eligibility, language needed for safety, accessibility or role-specific competence—must be relevant and proportionate, not a pretext for bias.

• No harassment, sexual comments/requests, hate speech, threats, bullying, doxxing, retaliation or degrading jokes.
• No unwanted touching, secret recording in private areas, coercion, extortion, blackmail or quid-pro-quo requests.
• Respect names, pronouns, culture, disability accommodations, dietary/religious instructions and professional boundaries where safe and lawful.

3. Honesty and identity

• Use accurate name, age, contact, photo, address, guardianship/authority, experience, qualifications, availability, needs and payment information.
• Do not fake or edit identity/credential documents, conceal a material safety risk, submit another person’s report, or misrepresent a completed verification/training.
• Profiles, listings and reviews must be genuine. No bought ratings, reciprocal manipulation, review threats, duplicate accounts or deceptive sponsored content.
• Tell MAAI promptly if account information becomes inaccurate, a device/account is compromised or identity at handover does not match.

4. Parent commitments

5. Service Professional commitments

6. Privacy content and communications

• Share only the minimum personal data needed for a genuine Booking, payment, support or safety purpose.
• No Child/home photos, recordings, livestreams or social posts without a lawful and explicit purpose/permission; never use intimate content or Child data for advertising or AI training.
• No spam, phishing, malware, credential requests, payment OTP requests, scraping, bulk export, data brokerage or unauthorised background search.
• Keep messages relevant and professional. Do not move to disappearing channels to avoid safety records, send sexual/graphic content, or publish unverified allegations.
• Respect copyright, trademarks and confidentiality. Use only content you own or are authorised to share.

7. Payments and fair dealing

• Use the displayed price and approved payment route. No hidden fee, side charge, kickback, cash demand, false refund or chargeback, stolen payment method, tip coercion or incentive fraud.
• Do not collude to create fake Bookings/referrals, inflate hours, share referral identities or circumvent tax/social-security records.
• During the applicable narrow period, do not use a MAAI introduction to move substantially similar work off-platform solely to evade disclosed fees or safeguards. General livelihood and documented pre-existing relationships are not restricted.
• Raise genuine amount/time disputes promptly; do not hold a Child, personal data, access credential or earned payout hostage to a commercial dispute.

8. Prohibited Platform activity

• Reverse engineering, unauthorised automated access, scraping profiles, security probing without written permission, bypassing controls, malware or denial-of-service.
• Selling/renting accounts, identity or verification status; collecting platform data to build a competing database; unauthorised commercial recruitment.
• Misleading discounts, false scarcity/urgency, disguised ads, manipulated ranking, subscription traps, pre-ticked unrelated add-ons or obstruction of cancellation/privacy choices.
• Offering illegal, unsafe or regulated services outside the displayed category or using MAAI for another person’s surveillance, discrimination or exploitation.

9. Reports and evidence

Use in-app Help, email hello@maai.org.in, or call +91 90041 99780. For immediate danger use 112 first. Provide the Booking/account reference, objective timeline and minimum relevant evidence. Do not post a Child’s identity, send payment OTPs, circulate intimate material or confront a suspected abuser. Preserve originals and cooperate lawfully.

MAAI prohibits retaliation against a good-faith reporter. Knowingly false, fabricated or malicious reports are a breach, but an unsubstantiated good-faith safety concern is not automatically false.

10. Enforcement and appeals

• Urgency and severity: Credible immediate risk may trigger instant temporary restriction, rematch block, evidence preservation and authority contact.
• Evidence and context: MAAI considers logs, identity, messages, records, responses, reliability and legal constraints; an automated flag is not normally a final permanent decision.
• Recurrence and remediation: Education, warning or retraining may fit a first remediable issue; repeated/serious breaches may justify suspension or termination.
• Fair process: MAAI ordinarily explains the substance and allows response; reasons/evidence may be limited for child safety, privacy, law or investigation.
• Appeal: Request human review through the Grievance Officer. MAAI targets acknowledgement within 48 hours and resolution within one month, faster for access/payout restrictions.

11. Guideline updates

MAAI may update these Guidelines for law, safety or service changes. Material changes will be notified before taking effect where practicable. A stricter immediate rule may apply to urgent safety or illegal conduct, but accepted Booking commercial terms will not be altered retrospectively. Mandatory law and the Child Safety Policy prevail where they give stronger protection.

Contact Information

Grievance and Nodal Officer: Ms Nehal Rajendra Saraf

M/s. NVK WELLNESS LLP, LLPIN ACR-7862

F/504, Sterling Court, Maheshwari Nagar, Chakala MIDC, Andheri (East), Mumbai – 400093, Maharashtra, India