Maasi — operated by Elephant in the Room Infotech Private Limited
CIN: U63120KA2025PTC202307
Registered office: 431/A, HSR Layout, Bengaluru, Karnataka 560102

Version 1.0

Effective date: This Policy takes effect for each Client from the date that Client signs up on the Platform. The version in force on your sign-up date governs your engagement, and continues to govern it even if this Policy is later amended, except as set out in clause 26.

Part A — Foundations

1. Scope

1.1 Why this Policy exists. Maasi sells services, not goods. This Policy sets out what is delivered to a Client, how it is delivered, and by when. It is published because delivery timelines are a term of the arrangement, and because the Consumer Protection (E-Commerce) Rules, 2020 require a seller to disclose them.

1.2 What this Policy covers. All parent-side services offered by Elephant in the Room Infotech Private Limited (the "Company") under the brand Maasi through www.mymaasi.com, the Maasi mobile applications, and any other channel operated by the Company (together, the "Platform"). Those services are Day Nanny, 24×7 Nanny (live-in caregiver), Japa (postpartum caregiver), Governess, and Instant Nanny (each, a "Service").

1.3 The three things a Client receives. Everything delivered under this Policy falls into exactly one of these categories, and each is dealt with in its own Part:

1.4 No goods are sold. The Company does not sell, resell or dispatch any product for consideration. Nothing in this Policy is a contract for the sale of goods. The only physical items a Client receives are those described in Part D, which are provided at no charge as part of the Service.

1.5 Domestic only. The Company delivers only within India, and only within the serviceable areas set out in Part E. The Company does not ship internationally, does not export, and does not deliver to addresses outside India.

1.6 Relationship with other documents. Each Client executes a service contract for the applicable Service (the "Service Contract"). In the event of any conflict or inconsistency between this Policy and a Client's executed Service Contract, the Service Contract shall prevail. Where a delivery failure gives rise to a refund or credit, the Cancellation and Refund Policy governs the money; this Policy governs the delivery.

1.7 Currency and charges. All amounts are in Indian Rupees. The Company levies no delivery, dispatch, handling or logistics charge of any kind, on any category in clause 1.3.

2. Definitions

Part B — Service delivery

3. What Service Delivery means

3.1 A Service is delivered when a caregiver attends the Service Address and performs the agreed Scope of Work, and when the Company performs the management, supervision and support functions for which the Monthly Fee is charged.

3.2 Service Delivery is performed in person at the Service Address. There is no dispatch, no consignment, no courier and no tracking number associated with it.

3.3 The Company's obligations in respect of Service Delivery run from the moment the Registration Fee is received until the engagement ends.

4. Delivery timelines — placement stages

The Company works to the targets below. Where a timeline is expressed as a commitment, failure to meet it gives the Client the remedy stated in the final column.

4.1 Working hours. The Maasi team operates from 9:00 AM to 9:00 PM on WhatsApp, and 10:00 AM to 7:00 PM by telephone, seven days a week. Timelines expressed in hours run only during those hours. Timelines expressed in days run continuously.

4.2 Dependencies. Where a timeline depends on an action by the Client — accepting a profile, confirming an interview slot, being available for the Trial Day, providing address or access details — the clock pauses until that action is taken.

5. Delivery timelines — Instant Nanny

5.1 An Instant Booking is confirmed only when a specific caregiver has accepted it. Until then the request is pending and no delivery commitment arises.

5.2 The Company aims to confirm a caregiver within 30 minutes of a request, and for the caregiver to reach the Service Address within 90 minutes of confirmation.

5.3 Where the Company cannot confirm a caregiver, the Client is notified and the amount paid is refunded in full. No cancellation charge applies.

5.4 Where a confirmed caregiver does not arrive, or arrives more than 30 minutes after the booked slot, the Cancellation and Refund Policy applies and the booking is refunded in full.

5.5 Instant Bookings are available only in the Serviceable Areas listed for that Service, which may be narrower than for other Services.

6. Delivery of the ongoing Service

6.1 During the Engagement Period the caregiver attends on the days and at the hours recorded in the Service Contract.

6.2 The Company provides backup or replacement cover for caregiver absence. Cover is delivered by a different caregiver attending the Service Address, and is not a reduction in the Service.

6.3 The Company's management functions — supervision, quality checks, escalation handling, payroll administration — are delivered continuously and are not tied to the caregiver's attendance on any given day.

6.4 Where the Company is unable to deliver the Service at all for a period, clause 20 and the Cancellation and Refund Policy apply.

Part C — Electronic delivery

7. What is delivered electronically

Every document a Client receives is delivered electronically. Nothing in this Part is posted or couriered.

7.1 Address for delivery. Electronic documents are delivered to the email address and mobile number registered on the Platform. The Client is responsible for keeping these current, and for ensuring that messages from the Company are not filtered.

7.2 Deemed delivery. An electronic document is deemed delivered when it is sent to the registered email address or made available in the Client's account, whichever is earlier. Non-receipt caused by an incorrect address, a full mailbox, or a spam filter is not a delivery failure by the Company.

7.3 Re-delivery. A Client may request any document again at any time, at no charge, by writing to support@mymaasi.com. The Company will re-send within 1 Business Day.

7.4 Retention. Documents remain accessible in the Client's account for the duration of the engagement and for twelve months afterwards.

7.5 Format. Documents are delivered in PDF. The Company does not deliver documents by post, fax, or courier, and does not provide physical originals except where a law requires it.

Part D — Physical delivery

8. What is delivered physically

8.1 The only physical item the Company sends a Client is the Welcome Kit, which contains a printed parent handbook and accompanying material.

8.2 The Welcome Kit is provided free of charge as part of the Service. It is not sold, has no purchase price, and carries no delivery charge.

8.3 The Company may from time to time send other complimentary material. Anything so sent is governed by this Part.

8.4 The Company does not sell, dispatch or deliver any product for consideration, and holds no inventory for sale.

9. Dispatch and delivery timelines

9.1 Delivery is made to the Service Address unless the Client specifies a different address in writing before dispatch.

9.2 Delivery is made by a third-party courier or by the Company's own team. Where a third-party courier is used, delivery is subject to that courier's operating constraints, and the timelines above are estimates rather than commitments.

9.3 The Company bears the full cost of dispatch and delivery. No amount is collected from the Client on delivery.

10. Failed physical delivery

10.1 Where delivery is attempted and no one is available to receive the Welcome Kit, the courier will make up to two further attempts.

10.2 Where all attempts fail, the Company will contact the Client to arrange a fresh delivery, or the Client may collect the Welcome Kit from the Company's office during working hours.

10.3 Where the Welcome Kit is lost or damaged in transit, the Company will send a replacement at no charge, on being notified within 30 days of dispatch.

10.4 Failure or delay in delivering the Welcome Kit does not affect the Service, does not entitle the Client to a refund of any Company Fee, and is not a breach of the Service Contract. The Welcome Kit is complimentary and is not part of the consideration for any fee.

Part E — Where we deliver

11. Serviceable Areas

11.1 The Company delivers Services only within its published Serviceable Areas. The current list is maintained at www.mymaasi.com and in the Maasi app, and may be checked before registration using the serviceability tool on the website.

11.2 As at the effective date of this Policy, Services are delivered in Bengaluru, Karnataka. Serviceable Areas for Instant Nanny may be narrower than for other Services.

11.3 Serviceability is determined by the Service Address, not by the Client's billing address or place of residence.

11.4 Where a Client registers from an address that is not in a Serviceable Area, all Company Fees paid are refunded in full under the Cancellation and Refund Policy, and the Company will say so before any Service is begun.

11.5 Where the Company adds or withdraws a Serviceable Area, existing Clients in that area are notified. Withdrawal is dealt with in the Cancellation and Refund Policy as a termination by the Company for its own reasons.

11.6 A Client who relocates should notify the Company. Where the new address is in a Serviceable Area, the Service continues. Where it is not, the Cancellation and Refund Policy governs the ending of the engagement.

Part F — When delivery fails or is delayed

12. Causes attributable to the Company

12.1 Where the Company misses a timeline in clause 4 or clause 5, it will notify the Client, give a revised date, and give the reason.

12.2 Where the Company fails to share a caregiver profile within 15 days, the Registration Fee is refunded in full and the refund is initiated by the Company without the Client having to ask.

12.3 Where the Company fails to deliver the Service for more than three consecutive working days, a credit arises under the Cancellation and Refund Policy.

12.4 Where the Company repeatedly misses timelines that do not carry a stated remedy, the Client may escalate under clause 22.

13. Causes attributable to the Client

13.1 Delivery is not made, and no delivery failure arises, where:

• the Service Address is inaccessible, or entry is refused;
• access details, gate passes or society permissions required for the caregiver to enter are not provided;
• the Client is unavailable for a scheduled interview, Trial Day or delivery;
• the registered email address or mobile number is incorrect or out of date;
• the Client does not accept profiles, confirm slots, or complete e-signature; or
• payment has not been received and the Service is suspended for non-payment.

13.2 In each case the relevant timeline pauses and resumes when the obstacle is removed. The Company will notify the Client and record the pause.

13.3 Time lost under this clause does not give rise to a credit, refund or extension of any prepaid period.

4. Causes attributable to neither party

14.1 Timelines are suspended, and no delivery failure arises, where performance is prevented by an event beyond either party's reasonable control, including natural disaster, epidemic or pandemic, government order, civil unrest, transport disruption, or failure of essential infrastructure.

14.2 The Company will notify the Client as soon as it is able, and will resume delivery as soon as the event permits.

14.3 Where such an event prevents delivery of the Service for more than seven consecutive days, a credit arises under the Cancellation and Refund Policy. Where it continues beyond thirty days, either party may end the engagement.

15. Caregiver safety as a ground for non-delivery

15.1 The Company will not deliver a Service, and will withdraw a caregiver already placed, where the Service Address or the conditions at it present a credible risk to the caregiver's safety or dignity.

15.2 Non-delivery under this clause is treated as a termination by the Company for a reason attributable to the Client, and the Cancellation and Refund Policy governs the money.

15.3 This clause is not a delivery failure by the Company and gives rise to no remedy under Part F.

Part G — Charges

16. Delivery charges

16.1 The Company levies no delivery, shipping, dispatch, handling, logistics or convenience charge, on any category in clause 1.3.

16.2 No amount is collected from a Client at the point of delivery. The Company does not operate cash on delivery.

16.3 Caregiver travel, where a Service Contract provides for a travel allowance, is an add-on charge disclosed in that Service Contract. It is consideration for the caregiver's travel and is not a delivery charge levied by the Company.

16.4 Where a Client requests delivery of a physical item by a faster or premium service, the Company may pass through the difference in cost, disclosed and agreed in writing before dispatch. The Company adds no margin.

Part H — Process and general terms

17. Publication of timelines and areas

17.1 The Serviceable Areas, the timelines in clause 4, and the working hours in clause 4.1 are published on the Platform and are available to a prospective Client before payment.

17.2 Where the Company changes a published timeline or working hours, existing Clients are notified at least 15 days in advance. A Client who does not accept a material change may end the engagement on the applicable notice period without additional charge.

18. Tracking and status

18.1 The status of a search, a Placement, an interview, and an Instant Booking is visible in the Client's account on the Platform at all times.

18.2 Where a third-party courier provides tracking for a physical delivery, the Company passes the tracking reference to the Client. Where it does not, the Company will confirm dispatch and expected delivery by WhatsApp.

18.3 A Client may ask for the status of anything under this Policy at any time by writing to support@mymaasi.com or through the Maasi app.

19. Delivery to someone other than the Client

19.1 Where a Client authorises another person to receive a caregiver at the Service Address, or to receive a physical delivery, the Client remains responsible for the arrangement.

19.2 The Company will not leave a caregiver at an address where no responsible adult is present to receive her, and will treat such an occasion as a failure attributable to the Client under clause 13.

20. Remedies for delivery failure

20.1 Timelines without a stated remedy. Where the Company misses a timeline in clause 4 that carries no stated remedy, the Client's remedy is escalation under clause 22, and the Company will explain the delay and give a revised date. No credit arises.

20.2 Trial Day not delivered. Where the Trial Day does not take place within 14 days of selection for a reason attributable to the Company, the Client may cancel and the Cancellation and Refund Policy governs the refund.

20.3 Nothing in this Policy limits any right a Client has under the Consumer Protection Act, 2019, or under any other law that cannot be excluded by agreement.

21. Situations not expressly covered

21.1 Where a delivery situation is not addressed by any clause of this Policy, the following default applies: the Company will notify the Client, give a revised timeline and the reason, and where the Company is at fault and the Service has not been delivered, the Cancellation and Refund Policy governs any money that falls to be returned.

21.2 The Company will apply clause 21.1 within the timelines in clause 22, give its reasoning in writing, and record the outcome. Where the same situation recurs, it will be added to this Policy at the next version.

21.3 Clause 21.1 does not override any express clause of this Policy, of the Cancellation and Refund Policy, or of the Service Contract.

22. Raising a delivery issue

22.1 Write to support@mymaasi.com from the registered email address, or raise the issue from the Help section of the Maasi app.

22.2 The Company acknowledges within 48 hours and responds with a position and a revised timeline within 7 Business Days.

22.3 No fee is charged for raising or escalating a delivery issue.

23. Grievance redressal

In accordance with the Consumer Protection (E-Commerce) Rules, 2020, the Company has appointed a Grievance Officer.

Complaints may also be sent to founders@maasi.ai, which reaches the founders directly. A Client remains free to approach the National Consumer Helpline or the consumer forum having jurisdiction at any time, whether or not the grievance process has been used.

24. Notices

24.1 Notices under this Policy are given in writing, by email to support@mymaasi.com or through the Maasi app.

24.2 Notices to the Client are sent to the email address and mobile number registered on the Platform.

25. Data

25.1 The Service Address and any delivery address are used only to deliver the Service and any physical item, and are shared with the assigned caregiver and, where relevant, the courier. The Privacy Policy governs this in full.

26. Changes to this Policy

26.1 The version in force on the date a Client signs up governs that Client's engagement.

26.2 Where an amendment is material and the Company wishes it to apply to existing Clients, at least 15 days' notice is given by email and in-app notice.

26.3 Every version is dated and archived. A Client may request the version applicable to their engagement at any time.

27. Governing law and disputes

27.1 This Policy is governed by and construed in accordance with the laws of India.

27.2 The parties will first attempt resolution through the grievance process in clause 23.

27.3 Any dispute not resolved through that process is subject to the exclusive jurisdiction of the courts at Bengaluru, Karnataka.

27.4 If any provision is held invalid or unenforceable, it is severed and the remaining provisions continue in full force.

28. Contact

Service and delivery queries: support@mymaasi.comGrievances: gargi@mymaasi.comFounders: founders@maasi.aiElephant in the Room Infotech Private Limited, 431/A, HSR Layout, Bengaluru, Karnataka 560102
CIN: U63120KA2025PTC202307

Read alongside our Terms of Service, Privacy Policy, and Cancellation and Refund Policy.