Refund Cancellation and Rescheduling Policy
This Policy details cancellation terms, rescheduling fees, refund process schedules, and service issue rules for MAAI Bookings.
1. Scope
This Policy is issued by M/s. NVK WELLNESS LLP, trading as MAAI, and forms part of the Parent Terms of Service and Gig Worker Services Agreement. It applies to childcare Bookings paid or payable through MAAI. Where a Booking screen gives a more favourable term, that term applies.
2. Price transparency
Before confirmation, MAAI will itemise the professional charge, platform/convenience charge, tax, discount, credit and any other mandatory amount. Optional add-ons require affirmative consent. A cancellation or rescheduling fee will never exceed the amount paid for the affected Booking. MAAI will not retain both full service price and a cancellation fee for Services not delivered.
3. Parent cancellation and rescheduling
• Cancellation: Full refund of the Booking amount.
• Rescheduling: No fee; subject to professional availability and any clearly disclosed price difference.
• Cancellation: ₹250 fee; remaining balance refunded. The fee will not exceed the amount paid.
• Rescheduling: ₹100 fee; any disclosed price difference also applies.
After Services begin: Cancellation normally involves no refund for elapsed Services; unused time, quality, safety and actual loss are assessed case by case. Rescheduling/extensions require professional acceptance and the displayed price.
A request is effective when recorded in the Platform or acknowledged by support. Network failure shown by reasonable evidence will be considered fairly. Repeated abusive cancellations or payment disputes may trigger review, but each fee/refund remains evidence-based.
4. Professional cancellation no show and identity mismatch
- If the professional cancels, MAAI will offer an available replacement with your affirmative approval or a full refund.
- If the professional does not arrive within the displayed grace period and cannot be reached, you may decline a late start and request a full refund.
- If the arriving person does not match the booked profile or proposes an unapproved substitute, do not hand over the Child or share the Booking OTP; the Booking qualifies for a full refund and safety review.
- Where part of the Service was safely delivered before a professional emergency, MAAI will assess a fair pro-rata charge and may waive it depending on impact. No charge is retained for time not delivered merely to punish cancellation.
5. Service issue unsafe condition or material mismatch
Contact MAAI as soon as possible, preferably within 24 hours, if the delivered Service materially differed from the confirmed Booking, was not delivered, involved an unsafe condition or was charged incorrectly. The 24-hour request supports investigation; it is not a waiver of statutory rights.
MAAI may request relevant information such as Booking ID, timeline, messages, check-in/out, photographs of non-sensitive evidence or payment record. Do not send unnecessary Child images, medical files, Aadhaar data or intimate recordings. MAAI may temporarily preserve records and restrict accounts for safety.
- Service not delivered / unapproved substitute: Full refund and account/safety review.
- Materially shorter service: Pro-rata refund for undelivered time, plus other fair remedy where warranted.
- Material quality failure: Partial/full refund, credit or re-performance by choice where lawful and appropriate.
- Parent supplied unsafe/inaccurate conditions or breached Terms: Refund may be reduced by actual, reasonable loss or completed work, with written explanation; mandatory rights preserved.
- Safety or abuse allegation: Payment review is separated from safeguarding/reporting. Emergency/mandatory reporting proceeds without waiting for refund outcome.
6. MAAI cancellation outage and force majeure
If MAAI cannot fulfil a Booking because of platform error, professional unavailability or MAAI safety action not caused by you, you may choose a replacement/rebooking or full refund. For exceptional events beyond reasonable control, MAAI will refund undelivered Services; reasonable, clearly disclosed and actually incurred third-party costs may be retained only where law permits and you receive an explanation.
7. Refund method and timing
- MAAI acknowledges a refund complaint within 48 hours and gives a ticket plus a copy/summary of the complaint as recorded.
- When sufficient information is available, MAAI aims to decide ordinary payment complaints within seven business days; complex safety/fraud cases may take longer, but consumer grievances will be resolved within the applicable legal period and ordinarily within one month.
- An approved refund is initiated to the original payment method within five business days unless law or the payment method requires another route. Your bank/payment provider may need additional processing time; MAAI will provide available reference/status information.
- Credits/vouchers are optional unless the original payment method cannot lawfully receive the amount. MAAI will not force credit instead of a cash-equivalent refund owed under law or this Policy.
- If a refund fails, contact MAAI with the Booking/refund reference. MAAI will trace or re-initiate after confirming failure and identity; do not send payment OTPs or full card credentials.
8. Chargebacks and duplicate recovery
First contact MAAI so it can investigate. You may use lawful bank/card/UPI dispute rights; MAAI will not obstruct them. Do not obtain both a MAAI refund and a chargeback for the same amount. If duplicate recovery occurs, MAAI may reverse or recover only the duplicate after notice and evidence. A chargeback deadline/outcome is governed by your payment provider and applicable RBI/network rules, not a fixed promise by MAAI.
9. Professional payout impact
A Parent refund does not automatically justify reducing a professional’s earned payout. MAAI may adjust payout only under the professional agreement after documenting non-performance, fraud, safety breach, duplicate/error or another lawful basis and giving the professional an opportunity to respond except for a temporary urgent hold. Statements will itemise the adjustment.
10. Complaints and statutory rights
If dissatisfied, escalate to the Grievance and Nodal Officer. You may also approach the National Consumer Helpline (1915 / consumerhelpline.gov.in), the competent Consumer Commission through e-Jagriti, your payment provider or another statutory authority. Nothing requires private arbitration before using a non-waivable consumer remedy.
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