Cancelation & Refund Policy

Last Updated: 17th June 2025

At Nestru, we understand that plans can change. This policy outlines the terms applicable to cancellations, rescheduling, refunds, and wallet credits for childcare bookings made via the Nestru platform.

1. Payments & Booking Confirmations

• Full payment is required at the time of booking. This includes:

  • Base service charges (which may vary depending on your location, time slot, or demand), and

  • Applicable GST as per Indian tax laws.

• A complete payment breakup, including taxes, is available in the invoice section of your Nestru app.

• No additional payments are required to be made to the nanny at the time of service.

  
  

2. Cancellation Terms

• Free Cancellation: You may cancel your booking up to 2 hours before the scheduled time at ZERO cost.

• Late Cancellation Fee: If the booking is cancelled within 2 hours of the scheduled start time, a ₹300 cancellation fee will be deducted.

• In case a nanny does not arrive or you face any issue from our end, the full amount will be refunded to your Nestru Wallet or original payment source, as applicable.

• For clarity, the detailed cancellation terms are also accessible within the Nestru app at the time of booking or under your account settings.

  
  

3. Delay or Unavailability from Nanny's End

• If a nanny arrives late, the booking time will automatically adjust based on the OTP share time.

• In the rare case that a nanny becomes unavailable or does not show up for the session, we will wait up to 15 minutes from the scheduled start time. If the nanny remains unavailable, you will be promptly notified. In such instances, 100% of the paid amount will be refunded or credited to your Nestru Wallet, depending on your preference and the payment method used.
  
  

4. Refund Processing

• Any refundable amount (after applicable deductions) will be processed within 3–5 working days in accordance with the payment gateway’s timelines.

• Refunds may be made either:

  • To your original source of payment, or

  • As credits to your Nestru Wallet, depending on what you choose and the payment method used.

• Please note: Refunds may take longer if there are delays caused by your bank, payment gateway, or due to external events beyond our control.

  
  

5. Dispute Handling & Incorrect Transactions

• If you believe that a payment has been charged in error (e.g., duplicate booking, incorrect amount), please contact Nestru’s WhatsApp Support immediately with relevant booking details.

• Upon verification, we will refund the excess amount to your original payment method or to your Nestru Wallet, as applicable.

  
  

6. Nestru Wallet & Promotional Credit Policy

• Any refund, promotional offer, gift token, or cancellation credit will be credited to your Nestru Wallet.

• All wallet credits:

  • Are non-transferable and non-refundable in cash

  • Can only be redeemed against future Nestru service bookings

  • Cannot be withdrawn or transferred to a bank account

• You agree to use these credits in a lawful and appropriate manner as per Nestru’s platform policies.

  
  

7. Final Provisions

• Nestru reserves the right to amend this Cancellation & Refund Policy at any time. The updated policy will be posted on the platform and will be applicable from the date of publication.

• Continued use of the platform post any policy change implies your acceptance of the revised terms.

  
  

  For questions or assistance regarding cancellations or refunds, feel free to contact our support team via the Nestru app or WhatsApp Support. We're here to help and ensure your experience with Nestru is smooth and reassuring.