Cancellation & Rescheduling Policy

1. Purpose

We understand that home routines can change. This policy explains how cancellations, rescheduling, late cancellations, service-professional unavailability, and refunds are handled for NESTO bookings.

2. Booking Confirmation

A booking is considered confirmed only when the customer selects the service, date, time, address, service scope, and add-ons; provides required details accurately; completes the applicable payment or approved payment step; and receives confirmation from NESTO through the website, app, WhatsApp, SMS, email, or call support.

NESTO may assign a verified professional before the service visit. Assignment of a professional does not mean cancellation or rescheduling will always be free.

3. Free Cancellation Window

NESTO may show a different cancellation window for selected services, festival bookings, laundry orders, pooja bookings, subscriptions, or promotional bookings. The rule shown at checkout or booking confirmation will apply.

4. Late Cancellation

A cancellation may be treated as late if the customer cancels less than 2 hours before the scheduled service time, after a professional has been assigned and started travelling, after materials or arrangements have been made, or after the professional reaches the location.

5. Rescheduling

Customers may request rescheduling through the NESTO app, website, WhatsApp, phone support, or any official support channel. Free rescheduling is allowed up to 2 hours before the scheduled service time, subject to professional availability and slot availability.

If rescheduling is requested after the professional starts travelling or after service-specific preparation has begun, NESTO may treat it as a late cancellation and apply a fee.

6. Cancellation by NESTO

NESTO may cancel or reschedule a booking due to professional unavailability, safety concerns, incorrect address, customer non-cooperation, service scope mismatch, unavailable materials/access, payment issues, operational constraints, weather, traffic, public emergency, law-and-order issues, or force majeure events.

If NESTO cancels due to an operational issue, the customer may receive reassignment, free rescheduling, or a refund of the amount paid for that booking, as applicable.

7. Service Professional Cancellation or Delay

If an assigned professional cancels, becomes unavailable, or is delayed, NESTO will try to reassign another verified professional, reschedule the booking, or provide a refund where applicable.

If your assigned Nesto Pro cancels or does not arrive, we will immediately try to assign another verified Pro. If we cannot reassign within 30 minutes of your scheduled slot (or a time acceptable to you), you will receive a full refund of any amount paid, processed within 5–7 business days, and a service credit of ₹100 added to your NESTO account for your next booking. No questions, no forms — this is applied automatically once the booking is marked as a Pro no-show.

NESTO will not be responsible for indirect losses such as missed events, emotional distress, inconvenience, loss of opportunity, or third-party expenses caused by delay, cancellation, or rescheduling.

8. Refund Rules

Refunds may be approved when the customer cancels within the free cancellation window, NESTO cancels and no replacement/reschedule is accepted, the service cannot be delivered due to NESTO's operational issue, the customer is wrongly charged, or a duplicate payment is made.

Full refund may not be available where the customer cancels late, is unavailable, provides incorrect information, refuses service without valid reason, changes service scope after arrival and refuses revised pricing, or where the service is already completed.

9. Refund Timeline

Approved refunds will be processed to the original payment method or any other method approved by NESTO. Refunds may take 5-7 business days after approval, depending on the payment provider, bank, UPI system, or card network.

10. Offers, Coupons, and Launch Discounts

For bookings made using offers, coupons, launch discounts, referral rewards, credits, or promotional pricing, refunds will apply only to the actual amount paid by the customer. Coupons and discounts may not be reissued after cancellation unless NESTO decides otherwise.

Introductory offers, including high-discount first-service offers, are available only for genuine eligible customers and may be limited by phone number, device, address, user account, service area, payment method, or other fraud-prevention signals. NESTO may cancel promotional benefits if misuse, fake accounts, repeated cancellations, self-referrals, or suspicious activity is suspected.

11. Service-Specific Notes

• Nesto Home: For cleaning or daily home-care services, cancellation charges may apply if the professional has already started travel or reached the customer's location.
• Nesto Chef: Customers must ensure ingredients, utensils, gas/stove, water, electricity, and kitchen access are available. If service cannot be completed due to missing essentials after arrival, cancellation charges may apply.
• Nesto Laundry: Once clothes are picked up, cancellation may not be possible. Customers must confirm item count at pickup and check pockets before handover. Refunds or cancellations after pickup will be reviewed case-by-case.
• Nesto Poojari: Cancellation charges may apply if pandit booking, flowers, prasadam, rangoli materials, garlands, or other arrangements have already been made. Festival or special-date bookings may have stricter cancellation rules.

12. How to Cancel or Reschedule

Customers may cancel or reschedule through the NESTO app, website, WhatsApp support, call support, or email support using the official contact details shown on the platform.

13. Disputes and Review

NESTO may review cancellation, rescheduling, refund, and dispute cases based on booking records, professional assignment status, travel status, OTP logs, payment records, service checklist, customer communication, professional remarks, and support history.

Every refund or dispute request receives a ticket number. We acknowledge within 48 hours and resolve within 30 days. If you are unsatisfied, you may escalate to our Grievance Officer (see Terms & Conditions) — and nothing in this policy limits your rights under the Consumer Protection Act, 2019.