Terms & Conditions

1. Introduction

Welcome to HeyNanny, a caregiving service platform operated by Evernurture Care Technologies Private Limited.

These Terms & Conditions govern customer enquiries, service bookings, caregiver matching, interviews, joining, replacements, and related services provided through HeyNanny.

By proceeding with a service booking, customers agree to these Terms & Conditions, the applicable service agreement, and the Refund & Cancellation Policy.

Nothing in these Terms limits statutory rights available under applicable Indian law.

2. Nature of Services

HeyNanny facilitates caregiving arrangements through caregiver sourcing, profile matching, verification coordination, interviews, joining assistance, and ongoing support during the applicable plan validity.

Our services include:

• Baby Care: Part-time and live-in childcare arrangements.
• Japa Care: Newborn and postnatal caregiving support.
• Flexi-Care: Short-duration and on-demand caregiving services, where available.
• Elderly Care: Subject to future launch and service availability.

HeyNanny's role and the respective responsibilities of the customer, caregiver, and Company will be governed by the applicable service agreements.

3. Service Plans and Pricing

3.1 Baby Care Plans

3.2 Japa Care Plans

All plan fees exclude applicable GST, currently calculated at 18%, subject to prevailing tax laws.

Caregiver salaries are separate from HeyNanny's plan fees.

4. Booking Fee and Payment Terms

Customers may initiate their booking by paying the applicable Plan Amount.

The Booking Fee:

1. 1Forms part of the total plan fee and is not an additional charge.
2. 2Is adjusted against the total Service Facilitation Fee (SFF).
3. 3Is ordinarily non-refundable, except where applicable law requires otherwise.
4. 4Allows HeyNanny to initiate the agreed caregiver sourcing and matching process.

Any applicable GST and payment-related charges will be disclosed before payment.

5. Customer Requirement Confirmation

Before initiating caregiver matching, HeyNanny may confirm:

• Customer name and contact details.
• Child's age and specific care requirements.
• Service location and PIN code.
• Required working hours.
• Expected joining date.
• Preferred caregiver language and age.
• Experience and other relevant preferences.

Customers must provide accurate information.

Material changes to requirements may affect caregiver availability, expected salary, and joining timelines.

6. Caregiver Matching and Profile Sharing

HeyNanny will make reasonable efforts to identify caregivers who meet the customer's requirements.

Caregiver profiles may include age, experience, language proficiency, availability, location, and other relevant information.

The number of available profiles may vary depending on location and requirements.

HeyNanny does not guarantee that every customer preference can be fulfilled.

7. Interviews and Selection

Caregiver interviews will ordinarily be conducted virtually and coordinated by HeyNanny.

Face-to-face interviews require prior approval and may be subject to additional conditions.

Customers are responsible for evaluating the caregiver during the interview and confirming their selection.

Trial services are not included unless expressly approved in writing.

A customer should not independently arrange a caregiver joining outside the agreed booking process while the facilitation service remains active.

8. Caregiver Joining and Service Commencement

Once a caregiver is selected, HeyNanny will coordinate the joining process.

The expected joining date will be communicated based on caregiver availability, verification, travel requirements, and customer readiness.

Joining timelines are estimates unless expressly guaranteed in writing.

The start date of plan validity will be specified in the booking confirmation or customer service agreement.

Any delay, inability to provide a caregiver, or caregiver no-show will be handled in accordance with the applicable service commitments and Refund & Cancellation Policy.

9. Caregiver Salary and Additional Expenses

Caregiver salaries are separate from HeyNanny's Service Facilitation Fee.

The salary will depend on working hours, experience, location, language requirements, and the nature of caregiving responsibilities.

Customers must pay the agreed caregiver salary on time, unless another payment arrangement has been expressly confirmed.

Additional expenses may arise from:

• Extended working hours.
• Additional household responsibilities.
• Transportation requirements.
• Specialised care requirements.
• Location-related travel or accommodation.

Such costs should be discussed and agreed upon before implementation.

10. Working Conditions and Customer Responsibilities

Customers must provide a safe, respectful, and appropriate working environment.

Caregivers must not be subjected to harassment, abuse, discrimination, unlawful conduct, or unsafe working conditions.

Customers must clearly communicate expected duties and working hours.

Household work is not automatically included in childcare arrangements. Additional responsibilities must be separately agreed upon.

Where a caregiver works extended hours, reasonable meal, rest, and transportation arrangements must be discussed.

For live-in arrangements, customers must provide suitable accommodation and other facilities as agreed in the service arrangement.

11. Caregiver Verification and Training

HeyNanny may conduct identity verification, document checks, experience assessments, reference checks, and training, as applicable.

Verification and training are intended to improve caregiver suitability and service quality.

However, no verification process guarantees a caregiver's future conduct, performance, or continued availability.

Customers are encouraged to exercise reasonable supervision and promptly report any safety concerns.

12. Caregiver Replacements

Customers with an active eligible plan may request caregiver replacements during the plan validity period.

HeyNanny offers replacement support without an additional Service Facilitation Fee for eligible replacement requests.

Replacement support may be requested due to:

• Caregiver resignation or discontinuation.
• Unsatisfactory performance.
• Incompatibility with the agreed requirements.
• Other genuine service-related concerns.

Replacement availability depends on the service location, working hours, requirements, and caregiver availability.

HeyNanny will make reasonable efforts to provide suitable replacements but cannot guarantee uninterrupted service.

Replacement requests do not automatically extend plan validity unless confirmed in writing.

13. Plan Validity, Upgrades, and Expiry

The service plan remains valid for the period specified in the booking confirmation or customer service agreement.

Customers may request an upgrade during an active plan.

Where an upgrade is approved, the customer may pay the applicable difference between the plan fees.

After plan expiry, a new plan purchase may be required to continue receiving HeyNanny's matching and replacement support.

Customers may continue engaging an existing caregiver directly after plan expiry without paying additional HeyNanny facilitation fees, unless a separate written agreement provides otherwise.

14. Direct Engagement and Non-Circumvention

During an active booking, customers must not deliberately bypass HeyNanny's agreed service process to avoid applicable fees or contractual obligations.

If deliberate circumvention is established, HeyNanny may apply contractual remedies permitted under the applicable service agreement and law.

This restriction does not prevent customers from continuing a lawful direct engagement with their caregiver after expiry of the paid service plan.

15. Caregiver Conduct and Responsibilities

Caregivers are expected to:

• Perform agreed duties responsibly and professionally.
• Follow appropriate hygiene and childcare safety practices.
• Maintain confidentiality regarding the customer's household.
• Respect the child's wellbeing and the family's privacy.
• Communicate absences, emergencies, and concerns promptly.
• Avoid unauthorized activities, misconduct, or negligence.

Customers should report serious concerns immediately.

16. Service Limitations and Liability

HeyNanny makes reasonable efforts to provide reliable caregiver matching and support.

However, caregiver availability, continued engagement, and individual performance may be affected by circumstances outside the Company's reasonable control.

HeyNanny does not guarantee the availability of a particular caregiver or the uninterrupted continuation of an arrangement.

Nothing in these Terms excludes liability for the Company's own negligence, misconduct, fraud, deficient services, or any other liability that cannot legally be excluded.

17. Cancellation and Refunds

All cancellations and refunds are governed by HeyNanny's Refund & Cancellation Policy.

Customers should review the Refund & Cancellation Policy before making payment.

The applicable cancellation terms will be communicated as part of the booking process.

18. Complaints and Service Escalations

Customers may raise concerns regarding caregiver performance, replacement requests, joining delays, payments, or other service issues by contacting help@heynanny.in.

HeyNanny will review complaints and make reasonable efforts to provide an appropriate resolution.

Serious safety-related concerns should also be reported to the appropriate authorities where necessary.

19. Changes to Terms

HeyNanny may update these Terms & Conditions periodically.

Updated terms will be published on the website.

Material changes affecting existing bookings will be handled in accordance with applicable law and the customer's service agreement.

20. Governing Law and Jurisdiction

These Terms are governed by the laws of India.

Subject to applicable consumer protection laws and mandatory jurisdictional requirements, contractual disputes may be brought before the competent courts in Bengaluru, Karnataka.

21. Contact Information

Evernurture Care Technologies Private Limited

Brand Name: HeyNanny

Website: www.heynanny.in

Email: help@heynanny.in

Registered Office: Site No. 31 K, No. 327/B, C V Raman Nagar, Railway Track Road, Bengaluru, Karnataka – 560093.

CIN: U96907KA2026PTC229603