Terms & Conditions
Last Updated: 17th June 2025
These Terms & Conditions (“Terms”) outline the expectations and responsibilities involved when using our platform and services. By accessing or using the Nestru app, website, or engaging a nanny through our platform, you confirm that you have read, understood, and agree to be bound by these Terms, as amended from time to time.
These Terms constitute a binding legal agreement between you (“Customer”) and ‘Nestru’, operated by Kivamay Technologies Private Limited (a company incorporated under the Companies Act, 2013, with its registered address at 94/116, Keshri Tola, Ward No. 17, Forbesganj, Araria, Bihar – 854318, and principal place of business at Mumbai, India). By accessing or using our Services, you confirm that you have the legal capacity and authority to enter into this agreement and that you have read, understood, and agreed to be bound by these Terms, as updated from time to time. These Terms supersede all prior agreements between you and Nestru.
1. About Nestru & its Services
Nestru is a digital platform, and the Services include access to this platform, allowing you to schedule bookings with trained, independent, and background-verified nannies for both on-demand and scheduled childcare. While these nannies are not direct employees of Nestru, they are professionally onboarded through a structured process, which includes:
In-person interviews to assess childcare competence and communication skills
Background verification through SpringVerify, a reputed third-party agency (covering ID, criminal, and address checks)
Training on child safety, hygiene, first aid basics, and developmental engagement practices
Should any concern arise, relevant verification details can be shared with the parent upon request.
2. Eligibility and Account Creation
The Nestru platform is intended for personal, non-commercial use only.
To avail the services, users must create an account on the platform (“Account”). You must be at least 18 years of age to do so.
While creating your Account, you may be required to submit your phone number and other details. All information must be accurate, current, and complete. It is your responsibility to keep it updated.
You are solely responsible for all activities that occur through your Account and for maintaining its confidentiality. Nestru shall not be liable for unauthorized access or misuse.
You agree to receive communications from Nestru regarding payments, service updates, booking details, and promotional offers.
Our Platform may contain interactive features or services that allow users who have created an account with us to upload, or submit comments, reviews, suggestions, feedback, ideas, or other content on or through the Platform
3. Booking a Nanny
Bookings can be made via the Nestru app or website, up to 4 days in advance.
Details of the assigned nanny will be visible in the app, and her contact number will be shared 1 hour prior to the scheduled time.
Nannies are instructed to arrive 15 minutes early; however, your booking starts only when you share the OTP available in-app or via WhatsApp.
Booking duration will be calculated based on the OTP check-in and check-out.
4. Fees, Cancellations & Refunds
For any services booked through the Nestru platform, full payment—comprising the base service charges and applicable GST—must be made at the time of booking. The detailed payment breakup will be available in the invoice section on the app. No additional payments are required after the service is completed. Please note that base service charges may vary depending on your location, time slot, or overall demand.
Cancellations within 2 hours of the scheduled time will incur a ₹300 cancellation fee.
Any remaining prepaid amount will be refunded within a few working days, in accordance with the payment gateway’s policy. For more information, please refer to the detailed cancellation policy available to customers within the Nestru app.
5. Nestru Wallet & Promotional Credits Policy
Nestru may, from time to time, offer promotional credits, gift tokens, or refunds (such as cancellation refunds) which will be credited to your Nestru Wallet.
All such credits can be used only towards future service bookings on the Nestru platform.
Promotional credits hold no cash value and cannot be redeemed or transferred to your bank account.
Nestru Wallet balance (including any type of credit) is non-transferable and non-refundable in cash.
You agree to use all wallet credits in a lawful manner and strictly for the purposes specified.
Wallet usage is subject to availability and applicable terms during the time of booking.
6. Timeliness & Session Extensions
Please adhere to the booked time slot, as nannies may have further assignments.
Once your session ends, the nanny must be released immediately.
If you require additional time, you may extend the session via the app (subject to availability).
In case of a minor delay from the nanny’s side, the end time will be automatically adjusted based on the OTP timing.
7. Identification & Access Requirements
You may be requested to provide valid identification to avail the Services. Refusal may limit or restrict service availability.
Subject to applicable laws, we may be required to disclose your information to law enforcement authorities, government agencies, or other regulatory bodies in connection with criminal investigations, civil proceedings, or legal obligations. You acknowledge and agree that, in such instances, we are entitled to share such information with the relevant authorities as mandated.
8. Respectful Engagement & Safe Environment
We expect all customers to treat nannies with kindness, respect, and professionalism.
Ensure access to safe and hygienic conditions, including clean play areas, drinking water, and restroom facilities.
Any form of misconduct or harassment will result in service suspension or account deactivation.
9. Off-Platform Engagement
For accountability and safety, engaging nannies outside the Nestru platform is strictly prohibited. Doing so may result in account suspension and blacklisting.
10. Nanny Roles & Limitations
Permitted:
Feeding pre-cooked meals/snacks
Changing diapers and basic hygiene management
Playing, reading, and engaging with child-safe materials
Not Permitted:
Cooking or household chores
Administering medication without supervision
Household laundry (except soiled clothes during session)
Please note: Nannies are trained in general childcare practices and may not be aware of household-specific SOPs. Kindly guide them as needed.
11. Outdoor Sessions
For sessions in parks or public areas, the nanny must be released at the same location. They are not authorized to escort the child home alone.
12. Breaks for Long Sessions
Bookings exceeding 4 hours must include a 10-minute break for the nanny. This break does not extend the booking time.
13. Medical & Behavioral Disclosures
Kindly inform us of any allergies, medical conditions, or special needs in advance so that our nannies can provide appropriate care.
14. User Conduct & Reviews
As part of quality assurance, we may collect reviews from both customers and nannies. These reviews help assess platform integrity.
Providing false or misleading information may lead to account removal.
15. Consent to Communication & Data Usage
By using Nestru, you agree to receive communication from us via SMS, email, and WhatsApp regarding your bookings or services.
Your data will be handled in accordance with our Privacy Policy, which outlines how we collect, process, and safeguard your information.
16. Prohibited Activities
You shall not:
Violate any laws or third-party rights;
Engage in activities that disrupt or interfere with the Services;
Attempt unauthorized access to our systems or networks;
Use the Services for commercial purposes;
Link to, mirror, or frame any part of the Services without written permission.
We reserve the right to restrict or terminate access to our platform immediately if these Terms are violated.
17. Service Modifications & Account Termination
We may modify, suspend, or discontinue any part of the Services at any time.
We may also restrict or terminate your account if:
You breach these Terms
Your conduct is deemed inappropriate or harmful
We are required to do so by legal or regulatory authorities
18. Support & Conflict Resolution
In case of any concern or incident, please contact our support team via the app or WhatsApp. We aim to resolve issues within 2 hours.
19. Modifications to Terms
These Terms may be updated periodically. Continued use of our platform constitutes acceptance of the revised Terms.
20. Jurisdiction, Governing Laws, And Dispute Resolution
These Terms shall be governed by, construed, and enforced in accordance with the laws of India. Subject to the provisions below, the courts at Araria, Bihar, shall have exclusive jurisdiction over any disputes or issues arising out of or in connection with these Terms or the use of the Services.
21. Miscellaneous Provisions
We reserve the right to modify, add, or discontinue any aspect of the Services at any time, temporarily or permanently, with or without notice. We shall not be held liable for any such modification, suspension, or discontinuation.
No third party shall have any rights to enforce or benefit from any provision of these Terms
