Terms And Conditions

1. About these Terms

These Terms and Conditions ("Terms") govern your use of the Maasi website, mobile app and services. By creating an account, booking a service or using our platform, you agree to these Terms. If you do not agree, please do not use Maasi.

Maasi is a brand of Elephant in the Room Infotech Private Limited (CIN: U63120KA2025PTC202307), a company incorporated in India with its registered office at 431/A, HSR Layout, Bengaluru, Karnataka 560102 ("Maasi", "we", "us" or "our").

These Terms apply alongside our Privacy Policy and any service-specific agreement you sign with us (for example, a Day Nanny, Live-in Caregiver or Japa service agreement). If a service agreement conflicts with these Terms, the service agreement prevails for that service.

2. Definitions

• Platform means the Maasi website (mymaasi.com), mobile apps, WhatsApp channels and any other channel through which we offer our services.
• Parent or Customer means an individual or family who books caregiving services through Maasi.
• Caregiver means a nanny, governess, live-in caregiver, Japa (postpartum) caregiver or other care professional introduced to a Parent through Maasi.
• Services means our matching, verification, training, onboarding, replacement, support and related services, across all our service tiers.
• Service Fee means the monthly amount payable for a Caregiver's work, collected by Maasi and passed on to the Caregiver.
• Platform Fee means any fee charged by Maasi for its own services, as shown at the time of booking.
• User or you means anyone who accesses or uses the Platform, including Parents and Caregivers.

3. Eligibility and accounts

You must be at least 18 years old and legally able to enter a binding contract under Indian law to use the Platform. By using Maasi, you confirm that this is true.

• You agree to give accurate, current and complete information when you sign up or book, and to keep it updated.
• You are responsible for keeping your login details and OTPs confidential, and for all activity under your account.
• Tell us immediately if you suspect unauthorised use of your account.
• We may verify the information you provide and may refuse, suspend or close an account where information is false, incomplete or misleading.

4. Our services and our role

Maasi helps families find, onboard and retain trusted caregivers. Our service tiers may include Day Nanny, Governess, 24×7 Live-in Nanny, Japa Nanny and Instant Nanny, and may change from time to time.

• What we do: we source, screen, verify, train and match Caregivers; manage onboarding; collect and pass on Service Fees; and provide ongoing support and replacements as described in your service agreement.
• Independent professionals: unless your service agreement says otherwise, Caregivers are independent professionals and are not employees, agents or representatives of Maasi. The day-to-day care arrangement is between you and the Caregiver.
• Verification: we run identity and background checks through reasonable, industry-standard methods. These checks reduce risk but cannot guarantee a Caregiver's future conduct, and you should continue to exercise normal parental supervision.
• Availability: services depend on Caregiver availability in your area. We do not guarantee a match within a specific time unless expressly stated in writing.
• Not medical care: Caregivers are not doctors or nurses. Our services do not replace professional medical advice or treatment.

5. Bookings, fees and payments

Services are offered on monthly plans, billed in Indian Rupees (INR). The applicable Service Fee, Platform Fee and any taxes are shown before you confirm a booking.

• Service Fee: you pay the Caregiver's Service Fee to Maasi, and Maasi passes it on to the Caregiver. Please do not pay Caregivers directly for services booked through Maasi.
• Advance payment: monthly plans are payable in advance on or before the billing date. Services may be paused if payment is not received on time.
• Taxes: fees are subject to applicable taxes, including GST, which will be shown on your invoice.
• Payment methods: payments are processed through third-party payment gateways. By paying, you also agree to the terms of the relevant gateway. We do not store your full card details.
• Price changes: we may revise fees for future billing cycles with at least 15 days' notice. Changes do not apply to a cycle you have already paid for.
• Extra hours and add-ons: overtime, extra days, travel or other add-ons are charged as agreed in your service agreement or as shown on the Platform.

6. Cancellations, replacements and refunds

We refund what you have paid for but not used, subject to the conditions below and your service agreement.

• Cancellation by you: you may cancel a plan by giving notice through the Platform or our support channels. Any unused portion of a prepaid Service Fee will be refunded on a pro-rata basis, less any charges for days already served.
• Replacements: if a Caregiver is unavailable, leaves, or is not the right fit, we will make reasonable efforts to arrange a replacement within the timelines set out in your service agreement.
• Cancellation by us: we may cancel or pause services where required for safety, non-payment, breach of these Terms, or events outside our control. Where we cancel for reasons not caused by you, we will refund unused amounts in full.
• Refund timelines: approved refunds are processed to the original payment method, usually within 7–10 business days. Your bank may take additional time to credit it.
• Platform Fees: any one-time Platform Fee for matching or onboarding is non-refundable once a Caregiver has started work, unless your service agreement says otherwise.

7. Your responsibilities and conduct

Everyone using Maasi must treat each other with dignity and respect.

Parents agree to:

• Provide a safe, respectful working environment, including reasonable rest, meals (where agreed) and safe accommodation for live-in Caregivers.
• Share accurate information about the child, household and any health, allergy or special-care needs.
• Keep to the duties, hours and terms agreed in the service agreement.
• Report any concern, incident or complaint to Maasi promptly.

All Users agree not to:

• Harass, abuse, discriminate against or threaten any Caregiver, Parent or Maasi team member.
• Use the Platform for any unlawful, fraudulent or harmful purpose.
• Upload false, misleading, offensive or infringing content.
• Interfere with the Platform's security or operation, or attempt to access data you are not authorised to see.

We may suspend or end services immediately where we believe anyone's safety is at risk.

8. Non-circumvention

For the period set out in your service agreement after a Caregiver is first introduced to you through Maasi, you agree not to hire, engage or pay that Caregiver directly or through another agency, bypassing Maasi.

If you wish to engage a Caregiver directly, please contact us about a buy-out. If this clause is breached, Maasi may charge the fee set out in your service agreement, in addition to any other remedies available under law.

9. Intellectual property

All content on the Platform, including the Maasi name, logo, designs, text, graphics, software and training materials, belongs to Maasi or its licensors and is protected by law.

You may use the Platform only for your personal, non-commercial use. You may not copy, modify, distribute, sell or create derivative works from any part of it without our written permission.

If you submit reviews, feedback or other content, you grant Maasi a non-exclusive, royalty-free, worldwide licence to use, display and adapt it to operate and promote our services. We will not publish your full name or your child's details without your consent.

10. Privacy and data

We collect and process personal data in line with our Privacy Policy and the Digital Personal Data Protection Act, 2023.

• We use your data to provide and improve our services, verify Users, process payments, and communicate with you, including by phone, SMS, email and WhatsApp.
• We share only the details needed with the matched Caregiver or Parent, and with service providers such as payment gateways and verification partners who help us deliver the Services.
• Home CCTV or monitoring, if used by a Parent, must comply with applicable law, and Caregivers should be informed of it.
• You may request access to, correction of, or deletion of your personal data by writing to our Grievance Officer (see Section 13).

11. Disclaimers and limitation of liability

We work hard to deliver a safe, reliable service, but the Platform and Services are provided "as is" and "as available" to the extent permitted by law.

• We do not guarantee that the Platform will be uninterrupted, error-free or free of harmful components.
• Maasi is not liable for the acts or omissions of Caregivers or Parents, except where caused by our own negligence or breach of these Terms.
• To the maximum extent permitted by law, Maasi is not liable for any indirect, incidental, special or consequential loss, including loss of income, data or opportunity.
• Our total liability to you for any claim relating to the Services is limited to the Platform Fees you paid to Maasi in the three months before the claim arose.

Nothing in these Terms limits liability that cannot be limited under Indian law, including liability for fraud or death or personal injury caused by our negligence.

12. Indemnity, termination and changes

Indemnity. You agree to indemnify Maasi, its directors, employees and partners against claims, losses and costs arising from your breach of these Terms, your misuse of the Platform, or your violation of any law or third-party right.

Termination. You may stop using the Platform and close your account at any time. We may suspend or terminate your access if you breach these Terms, fail to pay, or put anyone's safety at risk. Sections that by their nature should survive (including fees owed, non-circumvention, intellectual property, liability and disputes) continue after termination.

Changes to these Terms. We may update these Terms from time to time. We will post the updated version on the Platform with a new "Last updated" date and, for material changes, notify you by email, SMS or WhatsApp. Continued use after changes take effect means you accept them.

Force majeure. We are not responsible for delays or failures caused by events beyond our reasonable control, such as natural disasters, epidemics, strikes, government orders or network outages.

13. Governing law, disputes and contact

These Terms are governed by the laws of India. Subject to the dispute process below, the courts at Bengaluru, Karnataka have exclusive jurisdiction.

Disputes. Please contact us first so we can try to resolve the issue within 30 days. If it is not resolved, either party may refer it to arbitration by a sole arbitrator under the Arbitration and Conciliation Act, 1996, seated in Bengaluru and conducted in English. Nothing here limits your rights under the Consumer Protection Act, 2019.

Grievance Officer. In line with the Information Technology Act, 2000 and the Consumer Protection (E-Commerce) Rules, 2020:

• Name: Gargi Pandey
• Email: team@mymaasi.com
• Phone: +9108062179871
• Address: 431/A, HSR Layout, Bengaluru, Karnataka 560102

We will acknowledge complaints within 48 hours and aim to resolve them within 30 days.

Contact us. For support, write to team@mymaasi.com or reach us on WhatsApp at +9108062179871.