Refund & Cancellation Policy

1. Introduction

At HeyNanny, we strive to provide reliable, transparent, and professional caregiving services.

This Refund & Cancellation Policy outlines the conditions under which customers may request a refund, cancel their service booking, or opt for caregiver replacement.

This Policy applies to services booked through HeyNanny, operated by Evernurture Care Technologies Private Limited.

All refund decisions will be subject to the terms communicated at booking and applicable Indian consumer protection laws.

2. Service Facilitation Fee and Enrollment Fee

HeyNanny charges a Service Facilitation Fee (SFF) for caregiver sourcing, matching, coordination, and support during the selected plan validity.

A plan-specific Enrollment Fee is collected to initiate the caregiver matching process.

The Enrollment Fee forms part of the total SFF and is adjusted against the selected plan amount.

Enrollment Fee Structure

The Enrollment Fee is ordinarily non-refundable, except where applicable law requires otherwise.

All fees are subject to applicable GST.

3. Full Refund Eligibility

A customer may be eligible for a refund of 100% of the SFF excluding the Enrollment Fee under the following circumstances.

3.1 No Caregiver Profiles Shared

If HeyNanny is unable to share any suitable caregiver profiles and the customer decides to cancel the booking, the customer will be eligible for a refund of the SFF paid, including the Enrollment Fee.

3.2 No Caregiver Selected

If HeyNanny shares caregiver profiles but the customer does not select any caregiver, the customer may request cancellation.

In such cases, the customer will be eligible for a refund of 100% of the SFF paid, excluding the Enrollment Fee, provided no caregiver has joined.

3.3 Caregiver No-Show on Joining

If a selected caregiver fails to report on the mutually confirmed joining date, the customer may choose either:

• A replacement caregiver without an additional SFF.
• Cancellation and a refund of 100% of the SFF paid, excluding the Enrollment Fee.

The customer must communicate their preferred resolution to HeyNanny.

These provisions do not restrict any greater refund or other remedy required under applicable law.

4. Cancellation Before Caregiver Joining

If a customer cancels the booking after initiating the selection process, and the cancellation does not qualify for a full refund under Clause 3, a deduction of 50% of the total plan SFF may apply.

This includes cancellation after confirming a caregiver or withdrawing from an agreed selection or interview arrangement for personal reasons.

The 50% deduction will be calculated on the entire plan SFF, excluding GST.

The Enrollment Fee is already included in the total SFF and will not be deducted again.

5. Cancellation After Caregiver Joining

Refund eligibility after caregiver joining depends on the total number of service days completed.

5.1 Fewer Than 15 Service Days

If the caregiver has completed fewer than 15 service days, the customer may choose:

• A replacement caregiver under the active service plan; or
• Cancellation with a deduction of 50% of the total plan SFF, excluding GST.

The remaining eligible amount will be refunded, subject to the payment received and applicable tax adjustments.

5.2 15 or More Service Days

If the caregiver has completed 15 or more service days, the SFF will ordinarily be non-refundable.

The customer may continue requesting eligible caregiver replacements during the remaining plan validity or opt for a Credit Note which allows them to avail service in any future date.

5.3 Calculation of Service Days

For the purpose of determining refund eligibility:

• Service days completed by the first caregiver and any replacement caregivers will be combined.
• Only days on which caregiving services were actually provided will count.
• A change of caregiver will not reset the accumulated service-day count.

For example, if the first caregiver completes 8 service days and the replacement completes 7 service days, the total will be considered 15 service days.

These provisions remain subject to applicable statutory rights and remedies for deficient services.

6. Customer-Initiated Cancellation

If a customer chooses to discontinue the service for personal reasons, a 50% deduction of the total plan SFF may apply, subject to the other eligibility conditions in this Policy.

Examples include:

• Relocation to another location or city.
• Changes in childcare requirements.
• Independently hiring another caregiver.
• No longer requiring caregiving services.
• Changes in personal or family circumstances.

The deduction will be calculated on the entire plan amount excluding GST.

The Enrollment Fee will not be deducted separately again.

Where another provision of this Policy provides a greater refund entitlement, or applicable law requires a different outcome, that provision or legal requirement will prevail.

7. Refund Calculation

Where a 50% deduction applies, the deduction will be calculated on the entire plan SFF, including GST.

Important Conditions:

1. 1The 50% deduction is calculated on the entire plan SFF, not on the amount remaining after the Enrollment Fee.
2. 2The Enrollment Fee is included in the deduction calculation and is not deducted twice.
3. 3Any refund payable cannot exceed the eligible amount actually received from the customer.
4. 4For partially paid bookings, any unpaid balance, applicable cancellation liability, and refund eligibility will be reconciled according to the agreed payment terms and applicable law.
5. 5GST adjustments will be handled separately in accordance with applicable tax requirements.

8. Caregiver Replacement Instead of Refund

Customers may choose to continue their active plan by requesting a replacement caregiver rather than cancelling the service.

HeyNanny will make reasonable efforts to identify and share suitable replacement profiles based on:

• Service location.
• Working hours.
• Caregiver availability.
• Required experience and language.
• Nature of the caregiving requirement.

Eligible replacements will not attract an additional SFF during the active plan validity.

Replacement timelines may vary depending on the availability of suitable caregivers.

9. Flexi-Care Refund Policy

For Flexi-Care or on-demand caregiving services, the following conditions will ordinarily apply:

9.1 Service Not Provided

If HeyNanny fails to provide the booked service, the customer will be eligible for a 100% refund of the amount paid for the unprovided service.

9.2 Cancellation After Service Commencement

If the customer cancels after the service has commenced, a 50% refund of the applicable service fee may be offered, subject to the service already delivered, booking terms, and applicable law.

Any specific Flexi-Care cancellation conditions will be disclosed before booking.

10. Refund Request Procedure

Customers must submit refund requests through the official HeyNanny support channel.

Email: help@heynanny.in

The request should include:

• Customer's registered name and mobile number.
• Booking or transaction reference.
• Selected service plan.
• Reason for cancellation.
• Relevant supporting details, where applicable.

HeyNanny may request additional information to verify the booking and determine refund eligibility.

11. Refund Review and Approval

Upon receiving a refund request, HeyNanny will review:

• Booking and payment records.
• Caregiver profiles shared.
• Interview and selection status.
• Joining confirmation.
• Total service days completed.
• Previous replacement history.
• Reason for cancellation.
• Applicable contractual and statutory obligations.

Customers will be informed of the outcome and the approved refund amount.

12. Refund Processing Timeline

Approved refunds will ordinarily be processed within 7-10 working days of the refund confirmation date.

Where applicable law requires an earlier refund, the legally required timeline will take precedence.

Refunds will ordinarily be issued to the original payment method.

The time required for the amount to reflect in the customer's account may depend on the relevant bank or payment provider.

13. Taxes and Payment Adjustments

Refunds will be calculated on the eligible SFF amount.

Any GST reversal, adjustment, or credit note will be handled in accordance with applicable Indian tax laws.

HeyNanny will provide relevant refund and payment documentation where required.

14. Exceptional Circumstances

HeyNanny may review exceptional circumstances on a case-by-case basis.

These may include:

• Serious caregiver misconduct.
• Material misrepresentation.
• Significant failure to deliver agreed services.
• Safety-related incidents.
• Other circumstances requiring special consideration.

HeyNanny may offer a replacement, refund, or another appropriate resolution depending on the circumstances and applicable law.

Nothing in this Policy restricts customers from pursuing remedies available under applicable consumer protection legislation.

15. Changes to the Refund Policy

HeyNanny may revise this Refund & Cancellation Policy periodically.

Updated versions will be published on the official website.

For existing bookings, the policy communicated at the time of booking will ordinarily continue to apply unless a change is required by law or otherwise validly agreed upon.

16. Contact Information

For refund requests, cancellations, or related concerns, please contact:

Evernurture Care Technologies Private Limited

Brand Name: HeyNanny

Website: www.heynanny.in

Email: help@heynanny.in