Draft — confirm the amounts and timelines in [square brackets] with your team and a qualified lawyer before launch.
Last updated: 6 November 2026
What this covers
This policy applies to fees you pay Relax Mother for 24hrs Nanny, Day Nanny and Japa Nanny plans and for Instant Nanny visits. It forms part of our terms of service and your care agreement.
Registration fee (₹2,400)
- Full refund if we can’t share a suitable caregiver profile within [7 days] of your request, or if you cancel before we share any profiles.
- Not refundable once we have shared profiles and arranged interviews, because the work of shortlisting has been done. It is adjusted against your placement fee if you go ahead.
Placement fee
- If you cancel before the trial day, we refund the placement fee less [₹___ / ___%] to cover arranging the placement.
- Once the trial day has taken place and you have confirmed the caregiver, the placement fee is not refundable. You remain covered for replacements as below.
Trial day
The trial day is a paid working day for the caregiver, so its charge is not refunded. If the caregiver isn’t right for you, tell us within [24 hours] and we will offer a replacement without a new placement fee.
Replacements instead of refunds
While your plan is active and payments are up to date, we replace a caregiver who leaves or isn’t working out, up to [4] times in 12 months, usually within [4–7] working days. Replacements are free.
If we can’t provide a caregiver for more than [7] working days, you can choose a credit on your next month or a refund for the days without care.
Monthly fee
- Ending your plan: give [15 days’] notice through your account or by email. The monthly fee covers the notice period; any prepaid amount for days after it is refunded pro rata.
- If we end your plan for reasons other than a breach by you, we refund any prepaid amount for unused days in full.
- If your plan ends because of a serious breach by you, such as abuse of a caregiver, unsafe conditions or non-payment, unused days after the end date are refunded less any amounts you owe.
- Short absences where we provide cover are not refunded. Leave days in your care agreement are part of the monthly fee.
- Hospitalisation or bereavement: if the family needs to stop care because of a serious illness or a death in the family, tell us and we will waive the notice period and refund unused days.
Japa Nanny plans
Japa care is planned around the first weeks after birth. If you end a Japa plan early, the notice and pro-rata rules above apply. If the baby arrives early or late, we will move your start date at no charge where we can.
Instant Nanny visits
- Cancel more than [12 hours] before the visit: full refund.
- Cancel within [12 hours]: [50%] of the visit charge is refunded.
- If the caregiver doesn’t arrive, or arrives more than [30 minutes] late and you no longer want the visit: full refund.
Billing mistakes
If you are charged twice or charged the wrong amount, tell us and we will refund the difference within [7 working days].
What isn’t refundable
- Charges for days of care already provided.
- Promotional credits or discounts, which can’t be exchanged for cash.
- Charges made by your bank or payment app.
- Payments made directly to a caregiver rather than to Relax Mother.
How to ask for a refund
Contact your care manager, or email hello@relaxmother.in with your registered mobile number and the reason, within [30 days] of the charge. We will acknowledge your request within [48 hours] and decide within [7 working days].
How refunds are paid
Approved refunds go back to the account or UPI ID you paid from. We start them within [3 working days], and they usually arrive within [7–10 working days], depending on your bank.
Not happy with the outcome?
You can escalate to our Grievance Officer, [Name of grievance officer], at hello@relaxmother.in. This policy is governed by Indian law, and it doesn’t affect your rights under the Consumer Protection Act, 2019.