At Nestru, we understand that plans can change. This policy explains how payments, cancellations, and refunds work so that your experience stays clear and fair.
1. Payments & Booking Confirmations
All bookings made through the Nestru platform require full payment at the time of booking. This includes the base service charges and applicable GST. The complete payment breakdown is available in the invoice section of the app.
A booking is confirmed only after successful payment. Base service charges may vary depending on your location, selected time slot, and overall demand.
2. Cancelation Terms
You may cancel a booking through the Nestru app. The applicable cancellation terms are as follows:
- Cancellations made well in advance of the scheduled session may be eligible for a full or partial refund, subject to the timing of cancellation.
- A cancellation fee of up to ₹500 may apply for last-minute cancellations made close to the scheduled session, as a nanny may already have been assigned and committed to your booking.
- No-shows or cancellations after the nanny has arrived will not be eligible for a refund.
3. Delay or Unavailability from Nanny's End
In the rare event that a nanny is unable to attend a confirmed booking, or there is a significant delay from the nanny's side, you will be eligible for a full refund or the option to reschedule, based on your preference.
4. Refund Processing
Eligible refunds will be processed to your original payment method or credited to your Nestru Wallet, based on the situation and your preference. Refunds to the original payment method may take 5–7 business days to reflect, depending on your bank or payment provider.
5. Dispute Handling & Incorrect Transactions
If you notice an incorrect charge or have a concern regarding a transaction, please reach out to our support team via the app or WhatsApp. We aim to review and resolve such issues promptly and fairly.
6. Nestru Wallet & Promotional Credit Policy
Refunds, promotional credits, or gift tokens credited to your Nestru Wallet can be used only towards future bookings on the platform.
- Wallet credits hold no cash value and cannot be redeemed or transferred to a bank account.
- Nestru Wallet balance is non-transferable and non-refundable in cash.
- Wallet usage is subject to availability and the applicable terms at the time of booking.
7. Final Provisions
Nestru reserves the right to update this policy from time to time. Continued use of the platform constitutes acceptance of the latest version of this policy.
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