Parent Terms of Service

1. Who we are and how you agree

MAAI is operated by M/s. NVK WELLNESS LLP, LLPIN ACR-7862, with registered office at F/504, Sterling Court, Maheshwari Nagar, Chakala MIDC, Andheri (East), Mumbai – 400093, Maharashtra, India. These Parent Terms of Service (Terms) govern your use of https://maai.org.in, the MAAI app and related support channels (Platform).

You accept these Terms by selecting the acceptance box, creating an account or making a Booking after they are displayed. You must be at least 18, legally capable of contracting, and the Child’s parent/legal guardian or an adult authorised by that person. If you act for a family or entity, you confirm authority to bind it. Download or retain the accepted version.

2. Definitions

• Booking: A confirmed request for Services identifying the date, time, place, professional, price and material instructions.
• Child: A person under 18 included in a Booking.
• Parent / you: The account holder making the Booking and any legal guardian represented by that holder.
• Service Professional: An adult independent childcare professional who personally provides the booked Services.
• Services: Temporary, non-medical childcare described in a Booking.
• Total Price: The full amount payable for the Booking, including the professional charge, MAAI/platform charge, tax and any other mandatory amount, itemised before confirmation.

3. MAAI’s role

3.1 MAAI provides discovery, profile, screening-status, matching, booking, payment collection, support and trust-and-safety tools. The Service Professional, not MAAI, enters the service arrangement with you and personally performs the Services, subject to these Terms and MAAI’s safeguarding standards.

3.2 Service Professionals choose their availability and whether to accept a Booking. You choose the displayed professional and remain responsible for assessing fit, instructions and home conditions. MAAI may set platform, identity, conduct and safety standards and may intervene in a Booking for safety, fraud, payment or legal reasons.

3.3 No statement in these Terms excludes a duty that law independently places on MAAI, including duties concerning its own representations, screening process, data processing, payments, grievances or negligence.

4. Provider profiles and screening

4.1 MAAI requires adult identity and address checks and may obtain references, credentials and criminal/court-record or police-verification information through lawful sources/processors. The profile indicates the checks actually completed and the date/status where appropriate. ‘Verified’ means the stated check was completed against available information; it is not a guarantee of character, skill, future conduct or database completeness.

4.2 Confirm at handover that the attending person matches the booked profile. Do not admit a substitute or person using another account. If identity does not match, keep the Child with an authorised adult, do not share the Booking OTP, and contact MAAI immediately.

4.3 You may ask reasonable, non-discriminatory questions about experience, language, training and care approach. Do not request or use sensitive/background information for an unlawful discriminatory purpose.

5. Account security and accurate information

• Use one genuine account, protect your device and OTPs, and tell MAAI immediately of suspected compromise.
• Provide accurate name, contact, location, payment and guardianship/authority information and keep it current.
• Do not impersonate, create duplicate/fraudulent accounts, scrape profiles, test stolen payment credentials, manipulate reviews or bypass access controls.
• You are responsible for activity you authorise. MAAI will not ask for your bank, UPI or card OTP; only share the Booking/handover OTP with the matched Service Professional at the proper time.

6. Making and changing a Booking

6.1 Before confirmation, the Platform will display the professional, service window, general scope, Total Price and cancellation terms. A Booking is confirmed only when the Platform issues confirmation after payment authorisation and professional acceptance. A search result or pending request is not a guarantee of availability.

6.2 Disclose the number and ages of Children, allergies, medication, disability/access needs, behavioural or medical risk relevant to safe care, emergency contacts, pets, cameras, household hazards, transport needs and other material conditions. MAAI may require a different professional, price, staffing level or decline work that is outside scope or unsafe.

6.3 Extensions and material changes must be requested through the Platform and accepted by the professional. Extra, undisclosed Children, transport, overnight care, medical procedures, tutoring, housekeeping or hazardous tasks are not included unless expressly displayed and accepted.

7. Prices consent and payment

7.1 Before you confirm, MAAI will itemise the professional charge, any platform/convenience charge, tax, discount and other mandatory fee. No pre-ticked add-on, disguised mandatory charge or unrelated bundled service will be added without your affirmative consent. If a reduced price is shown with a prior/reference price, the reference will be explained and, where required from 1 January 2027, reflect the lowest price offered in the preceding 30 days.

7.2 MAAI receives payment as limited collection agent for the professional through Razorpay or another RBI-authorised payment partner. The partner’s payment terms may apply. MAAI normally receives transaction identifiers/status and limited payment metadata; full card/UPI credentials are handled by the payment ecosystem, subject to its controls.

7.3 Prices may vary by time, duration, location, number of Children, requirements or demand only if the basis and final Total Price are displayed before confirmation. MAAI will not charge a higher price merely because of a protected characteristic. A payment authorisation may fail or be reversed; you remain responsible for an undisputed completed Booking.

8. Cancellation rescheduling no show and refunds

8.1 For a Booking created within two hours of start, you receive a ten-minute no-fee correction window unless the professional has already begun travel or the Services. Refund processing, evidence, partial-service outcomes and statutory rights are detailed in the Refund and Cancellation Policy, incorporated here.

8.2 Report service failure promptly, preferably within 24 hours, so evidence can be preserved. This request window does not extinguish rights under consumer or other mandatory law.

9. Your responsibilities and the home environment

• Ensure an authorised adult completes arrival and departure handover, remains reachable, and provides two current emergency contacts and clear collection authority.
• Provide a reasonably safe, lawful, hygienic and non-hostile work environment, functional utilities, necessary child supplies and safe access/exit. Secure weapons, intoxicants, hazardous substances and dangerous animals.
• Give written, understandable instructions on food, allergies, medicines, routines, sleep, screens, outings, visitors, emergency care and prohibited activities. Never ask the professional to conceal a material risk.
• Disclose CCTV/audio monitoring before the Booking. Never place cameras in bathrooms, changing/sleeping areas where privacy is reasonably expected, or use recordings unlawfully. Do not publish recordings or the professional’s personal data without a lawful basis.
• Treat the professional with dignity. No harassment, sexual conduct, violence, caste/religious/gender-based abuse, forced labour, trafficking, retaliation, unlawful discrimination or request for illegal/unsafe work is permitted.
• Return on time. If delayed, contact the professional and MAAI and accept the displayed extension charge. Do not leave a Child outside the accepted scope or with a professional who says the situation is unsafe.

10. Scope limits and emergencies

10.1 Unless expressly stated, Services do not include diagnosis, nursing, therapy, administration of controlled medicine, invasive procedures, unsupervised transport, swimming supervision, hazardous cooking/cleaning, or care beyond the professional’s disclosed competence. MAAI may offer separate categories only with suitable controls.

10.2 For imminent danger or medical emergency, call 112 first. The professional may take reasonable protective action and contact you, MAAI and emergency services. If abuse or a POCSO offence is known or reasonably apprehended, any person must make the legally required report to the Special Juvenile Police Unit or local police; MAAI’s internal process cannot replace or delay it. Child Helpline 1098 may also be used for assistance.

10.3 You authorise the professional and MAAI to share minimum necessary information with emergency responders, hospitals and authorities to protect life or comply with law. Any non-routine expense will be documented where practicable.

11. Community conduct messages and reviews

11.1 The Community Guidelines apply to accounts, profiles, messages, calls, Bookings and conduct arising from a MAAI introduction. Do not solicit off-platform engagement to avoid safeguards or disclosed charges, share another person’s confidential data, send sexual/abusive content, or use the Platform for unrelated commercial recruitment.

11.2 Reviews must be honest, specific and based on your experience. MAAI may reject/remove content that is unlawful, irrelevant, discriminatory, extortionate, privacy-invasive, manipulated or contrary to the Guidelines, and may preserve it for legal/safety review. Removal does not imply the underlying event did or did not occur.

11.3 If search/ranking includes paid promotion, sponsorship or a material commercial influence, it will be clearly identified. MAAI will not knowingly present misleading, manipulated or fake listings or reviews.

12. Privacy and child data

12.1 The Privacy Policy explains MAAI’s data practices and is incorporated here. You must have lawful authority to provide Child and other household information and should provide only what is needed. Where verifiable parental consent is required as DPDP child-data provisions commence, MAAI may verify adult/guardian status through proportionate records or authorised tokens.

12.2 MAAI does not sell Child personal data or use it for targeted advertising. Precise address, care notes and health/safety details are shared only with people/providers needing them for the Booking, support, safety, payment or law. You must not upload unlawful or excessive records.

13. Suspension deactivation and appeal

13.1 MAAI may restrict or suspend an account to investigate safety, fraud, payment reversal, identity mismatch, legal request or material policy breach. Immediate restriction may occur where delay could create harm. Otherwise, MAAI will normally provide the reason and a chance to respond before permanent action.

13.2 You may request human review through the Grievance Officer. MAAI will consider evidence, severity, recurrence, impact and remediation and may warn, educate, limit features, block a particular rematch, suspend or terminate. It will not retaliate against good-faith safety or legal complaints.

14. Intellectual property and licence

14.1 MAAI and its licensors own the Platform, software, layout, brand and curated content. MAAI gives you a personal, limited, revocable, non-transferable licence to use it for genuine household childcare Bookings. You may not copy, scrape, reverse engineer, resell, frame, bypass or interfere with it.

14.2 You retain content you submit. You grant MAAI a non-exclusive, worldwide, royalty-free licence to host, reproduce, adapt for formatting, display and share it only as needed to operate, secure, improve and promote the Platform as described at collection, comply with law and resolve disputes. You represent you have required rights/consents. You may withdraw future non-essential promotional use by contacting MAAI.

15. Third party services and availability

The Platform may rely on payment, maps, messaging, cloud, verification and government interfaces. Their terms and outages may affect features. MAAI will use reasonable care but does not promise uninterrupted or error-free operation. Planned material changes or outages will be communicated where practicable.

16. Disclaimers and responsibility

16.1 To the extent permitted by law, profiles, ratings and matching are decision aids, not guarantees. You remain responsible for instructions, the premises and assessing fit; the professional remains responsible for performing accepted Services with due care. MAAI remains responsible for its own statutory duties, representations and negligence.

16.2 Neither party is liable for indirect or consequential loss not reasonably foreseeable. For claims solely about Platform functionality and not excluded below, MAAI’s aggregate liability is the greater of ₹25,000 or the Platform fees you paid in the six months before the event.

16.3 No term excludes or limits: death or personal injury caused by negligence; fraud or wilful misconduct; child abuse/exploitation; breach of statutory duty; gross negligence; unlawful data processing/security breach; an express refund; or any right/remedy under the Consumer Protection Act, 2019 or other law that cannot be excluded.

17. Indemnity

You will indemnify MAAI and an affected professional against third-party claims and direct losses to the extent caused by your fraud, unlawful/unsafe premises, deliberate or grossly negligent conduct, lack of authority over a Child, illegal instructions, or unlawful content/data use. MAAI will indemnify you against third-party claims to the extent caused by MAAI’s fraud, wilful misconduct, infringement or unlawful data processing. The indemnified party must notify, cooperate and mitigate; no settlement may admit its fault without consent.

18. Changes and termination

18.1 You may close your account at any time after settling active Bookings. MAAI may discontinue a feature or update these Terms prospectively for law, security, safety or service changes. Material changes will be notified in plain language before taking effect and fresh consent will be obtained where law requires. A change does not retrospectively alter an accepted Booking’s displayed commercial terms.

18.2 On closure, licences end and active access stops; provisions on payments, ownership, confidentiality, privacy/retention, disputes and liability survive as needed.

19. Complaints governing law and disputes

19.1 Contact the Grievance and Nodal Officer below. MAAI will record the complaint, issue a ticket and copy/summary of the complaint as recorded, acknowledge within 48 hours and aim to resolve within one month, sooner for urgent safety issues. The Grievance Redressal Policy gives escalation routes.

19.2 Indian law governs. The parties should first attempt good-faith resolution for 30 days. You retain the right to approach the National Consumer Helpline, the competent Consumer Commission through e-Jagriti, police, the DPDP Board when its relevant jurisdiction is available, or another statutory authority. Any agreed arbitration applies only where lawful and does not remove a non-waivable consumer forum. Subject to mandatory forums, Mumbai courts have jurisdiction.

20. General

If a term is invalid it will be narrowed or severed. Delay is not waiver. You may not assign your account/Booking; MAAI may assign these Terms with its business on notice without reducing your rights. Force majeure excuses delay caused by events beyond reasonable control, but not payment already due or reasonable child/emergency protection. These Terms, the Booking and incorporated Policies form the entire agreement on Platform use.

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