Terms & Conditions

1. Who We Are

These Terms and Conditions ("Terms") are a legally binding agreement between you ("you", "Customer") and GetNesto Services Private Limited, a company incorporated under the Companies Act, 2013, having CIN U81100TS2026PTC216779 and registered office at Plot No. 7A, Venkata Ramana (V R) Colony, KPHB Colony, Hyderabad, Telangana 500085, India ("NESTO", "we", "us", "our"). NESTO operates the NESTO mobile applications and the website getnesto.com (together, the "Platform").

By creating an account, making a booking, or otherwise using the Platform, you accept these Terms. If you do not agree, please do not use the Platform.

2. About NESTO

NESTO is a managed home-services platform for Indian homes. NESTO currently focuses on organized services such as cleaning, cooking, laundry pickup/drop, pooja support, and related home assistance services.

Depending on the service and location, services may be fulfilled by NESTO-trained professionals, independent service partners, third-party partners, laundry partners, pooja partners, kitchen professionals, or other verified partners operating under NESTO service standards.

3. Eligibility

To use NESTO, you must be legally capable of entering into a contract, be at least 18 years old, provide true and accurate information, and use the services only for lawful household or permitted purposes.

If you make a booking on behalf of a family member, tenant, guest, apartment, society, or third person, you are responsible for ensuring that the professional is allowed to enter and perform the service.

4. Account and Customer Information

Customers may be required to provide name, mobile number, email address, service address, location details, booking preferences, payment details, and other details required for service completion.

Customers are responsible for keeping account and booking information accurate. NESTO may suspend, restrict, or block accounts if fake details, misuse, fraud, repeated cancellations, non-payment, abusive behavior, unsafe activity, or policy violations are detected.

5. Services Offered

NESTO may offer the following service pillars and related add-ons:

• Nesto Home: Sweeping, mopping, utensils, bathroom cleaning, wardrobe assistance, daily muggu, plant care, and related light home-care tasks.
• Nesto Chef: Cooking, meal preparation, breakfast/lunch/dinner support, diet-style cooking, rotis as add-on, and used cooking area cleanup.
• Nesto Laundry: Wash & fold, wash & iron, iron only, dry cleaning coordination, shoe wash, pickup and drop, and monthly plans.
• Nesto Poojari: Pandit booking support, prasadam, flowers, special rangoli, festival setup, pre/post cleaning, and related add-ons.

6. Nature of Our Relationship

NESTO is a technology platform that connects Customers with independent service professionals and partners ("Nesto Pros"). Nesto Pros are independent service providers. They are not employees, agents, or joint-venture partners of NESTO, and nothing in these Terms creates an employer–employee relationship between NESTO and any Nesto Pro, or between you and NESTO.

While Nesto Pros are independent, NESTO sets and enforces quality standards on the Platform. This includes identity and background verification, training and certification requirements, service checklists, conduct standards, and the OTP-based service verification described in these Terms. NESTO also handles booking, payment collection, customer support, and grievance redressal for all services booked through the Platform.

For certain services, NESTO may engage third-party businesses ("Third-Party Partners") to fulfil bookings. Where this applies, it will be indicated at the time of booking.

7. Service Scope

The exact service scope, inclusions, exclusions, duration, pricing, add-ons, date, time, location, and customer instructions will be shown before booking confirmation wherever applicable.

Customers must carefully check service details before confirming a booking. NESTO is not responsible for tasks that were not selected, not paid for, not included, not feasible, unsafe, illegal, or outside the booked time.

8. General Exclusions

Unless clearly mentioned in the booking, NESTO does not provide high-risk electrical work, plumbing repair, pest control, deep repair work, heavy furniture shifting, cleaning at dangerous heights, handling of valuables, cash, jewellery, confidential documents, medical care, elder care, childcare supervision, large-event catering, guaranteed religious, spiritual, or health outcomes, old stain removal guarantee, or repair/repainting services.

9. Customer Responsibilities

Customers must provide accurate address and contact details, be available at the scheduled time, allow safe entry, treat professionals respectfully, provide required access or materials where the service requires them, secure valuables and fragile items, clearly mention special instructions before work starts, review the service checklist before completion, use OTP confirmation honestly, and make payment only through approved NESTO channels unless NESTO permits otherwise.

Customers must not ask professionals to perform unsafe, illegal, personal, unrelated, or out-of-scope work.

10. Professional Standards

NESTO professionals or partners are expected to arrive as per assigned schedule subject to operational conditions, wear or carry identification where applicable, follow NESTO service standards, behave respectfully, complete the selected service scope, follow OTP start/end or service confirmation process, report issues to NESTO support, avoid unauthorized cash handling, and avoid handling customer valuables.

11. Equal Treatment of Professionals

NESTO assigns Nesto Pros based on availability, skills, ratings, and proximity. Customers may not request or refuse a professional on the basis of caste, religion, community, or similar grounds, and NESTO will not act on such requests. Repeated requests of this nature may lead to suspension of your account.

Exception for Nesto Poojari: religious ceremonies inherently require tradition- and rite-specific expertise. For Nesto Poojari bookings, you may specify the tradition, sampradaya, or language requirements of the ceremony, and NESTO will match a Poojari accordingly. This is a service-requirement match, not a discrimination exception for any other category.

12. OTP Start and Completion

NESTO may use OTP-based start and completion verification. Customers must not share OTP before the professional reaches the location and is ready to start.

Completion OTP or approval should be given only after the customer reasonably checks the work. If the customer shares OTP incorrectly, NESTO may rely on OTP records while reviewing disputes.

13. Payments and Pricing

Customers must pay the amount shown at booking, checkout, invoice, or support confirmation stage. Pricing may vary based on service type, duration, add-ons, location, urgency, festival or date demand, subscription/monthly plan, offers, coupons, partner charges, and taxes if applicable.

NESTO may change pricing at any time. Confirmed bookings will generally follow the price shown at confirmation unless the customer changes scope, adds tasks, changes location, or asks for additional work.

All prices shown on the Platform are as indicated at checkout. NESTO is not currently registered under GST. We will issue a booking receipt for every completed booking, available in the app and by email. When NESTO obtains GST registration, applicable taxes will be shown at checkout and tax invoices will be issued.

14. No Cash Handling / Off-Platform Payments

Customers should not make direct cash payments to professionals unless NESTO specifically permits it for that booking. NESTO is not responsible for any direct payment, tip, advance, loan, private arrangement, or off-platform transaction between a customer and a professional.

15. Offers, Coupons, and Discounts

NESTO may offer coupons, launch discounts, referral rewards, wallet credits, free trials, subscriptions, or promotional pricing. NESTO may modify, pause, withdraw, or cancel offers at any time.

Offers may be limited by user, phone number, device, address, area, service category, time period, booking value, payment method, and first-time user status. Misuse, fake accounts, repeated cancellations, self-referrals, or suspicious behavior may lead to cancellation of benefits.

16. Cancellations, Rescheduling, and Refunds

Cancellations, rescheduling, and refunds will be governed by NESTO's Cancellation & Rescheduling Policy. Refunds, if approved, will be processed to the original payment method or another method approved by NESTO.

17. Quality Issues and Rework

If a customer is not satisfied with the work, the issue should be reported to NESTO support as soon as possible. NESTO may review booking scope, before/after photos, checklist, OTP logs, professional comments, customer messages, call or support records, and other relevant information.

Depending on the case, NESTO may offer guidance, rework, partial refund, coupon/credit, or no compensation if the complaint is outside scope, unsupported, delayed, or not caused by NESTO or professional negligence.

18. Damage, Broken Items, and Missing Items

Customers must secure valuables, cash, jewellery, fragile items, sensitive documents, and important items before service begins. NESTO may request photos/videos, description of item, approximate value, proof of purchase, timeline, CCTV footage where available, professional statement, and other supporting evidence. Compensation, if any, will be considered only after internal verification.

NESTO will not be responsible for pre-existing damage, normal wear and tear, fragile items not disclosed or secured, valuables left unattended, cash or jewellery not secured, damage due to customer-provided materials or equipment, or losses not directly caused by proven negligence. Any approved compensation may be limited to reasonable repair cost, depreciated value, service value, or another reasonable amount determined by NESTO, subject to applicable law.

19. Laundry-Specific Terms

Customers must check pockets before handing over clothes. NESTO is not responsible for cash, cards, documents, keys, jewellery, electronics, or other items left in pockets. Item count should be confirmed at pickup.

Delivery timelines may vary depending on washing, ironing, dry-cleaning, partner availability, weather, logistics, and operational conditions. Stain removal is not guaranteed. Old stains, color bleeding, fabric weakness, shrinkage, loose buttons, zari/embroidery damage, and delicate fabric issues may not be fully avoidable. Dry cleaning may be routed through a third-party partner. Any missing or damage complaint should be raised at delivery or within the complaint window.

20. Poojari-Specific Terms

NESTO may assist with pandit booking, flowers, prasadam, rangoli, cleaning, and setup. Exact inclusions depend on the selected package and add-ons.

NESTO does not guarantee religious, spiritual, financial, health, marriage, job, business, or personal outcomes. Festival bookings may require advance confirmation and may have stricter cancellation rules if materials or pandit arrangements are already confirmed.

21. Kitchen-Specific Terms

Customers must provide ingredients unless grocery purchase is selected as an add-on. Customers must provide safe kitchen access, gas/stove, utensils, water, electricity, and basic cooking setup.

NESTO does not provide medical diet advice. Taste preferences are subjective and should be communicated clearly. Large events, parties, catering, or bulk cooking may require separate pricing. Professionals may clean only the used cooking area as per booked scope.

22. Safety and Conduct

Customers must not abuse, threaten, harass, discriminate against, misbehave with, or make inappropriate requests to professionals. Customers must not record professionals in private areas without lawful purpose or consent, delay payment unfairly, make false complaints, or ask for personal contact details for off-platform work.

NESTO may cancel bookings, suspend accounts, block users, report incidents, or take legal action in serious cases.

23. No Off-Platform Engagement

Nesto Pros are introduced to you through significant investment by NESTO in sourcing, verification, and training. For 12 months after your last booking with a particular Nesto Pro, you agree not to engage that Nesto Pro directly or indirectly for services outside the Platform.

If you wish to engage a Nesto Pro directly (for example, as regular household staff), you may do so by paying NESTO a one-time direct engagement fee. The fee depends on the service category in which you last booked that Pro:

• Nesto Home: ₹2,500–₹5,000 (flat, one-time; exact amount within this range confirmed by NESTO)
• Nesto Chef: ₹6,600–₹25,000 (flat, one-time; exact amount within this range confirmed by NESTO)

24. Service Availability

NESTO may not be available in all areas. NESTO may accept, reject, pause, or limit bookings based on serviceability, professional availability, customer history, safety, operational capacity, and quality-control requirements.

25. Intellectual Property

The NESTO name, logo, designs, website, app interface, service structure, photos, text, graphics, branding, and related materials belong to GETNESTO SERVICES PRIVATE LIMITED or its licensors. Customers may not copy, reproduce, misuse, modify, or use NESTO branding without written permission.

26. Privacy

Use of NESTO is also governed by the NESTO Privacy Policy. NESTO may collect and process personal data to provide services, improve experience, ensure safety, process payments, communicate with users, prevent fraud, and comply with law.

27. Limitation of Liability

To the maximum extent permitted by law, NESTO will not be liable for indirect loss, emotional distress, loss of profit, loss of opportunity, delay due to traffic, weather or force majeure, customer-side unavailability, third-party partner issues beyond reasonable control, pre-existing damage, out-of-scope work, or private transactions between customer and professional.

NESTO's total liability for a booking may be limited to the amount paid for that specific booking, except where applicable law requires otherwise.

28. Force Majeure

NESTO will not be liable for failure or delay caused by events beyond reasonable control, including natural disasters, heavy rain, floods, strikes, traffic disruption, internet failure, power failure, government restrictions, epidemics, public emergencies, law-and-order issues, or unavoidable operational events.

29. Grievance Redressal

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

• Name: Karthik Reddy Chidirala
• Designation: Grievance Officer, GetNesto Services Private Limited
• Email: grievance@getnesto.in
• Address: Plot No. 7A, Venkata Ramana (V R) Colony, KPHB Colony, Hyderabad, Telangana 500085, India
• Hours: Mon–Sat, 9 AM – 7 PM IST

30. Changes to Terms

We may update these Terms from time to time. For material changes, we will notify you through the app and/or email at least 7 days before the change takes effect. Continued use of the Platform after that date constitutes acceptance of the updated Terms.

31. Governing Law and Jurisdiction

These Terms are governed by the laws of India. Courts in Hyderabad, Telangana shall have jurisdiction, subject to applicable law.

Nothing in these Terms limits your rights as a consumer under the Consumer Protection Act, 2019, including your right to approach the appropriate Consumer Commission.