A home services brand should feel safe on every single visit.
From verified onboarding to OTP-backed visits and real human support, NESTO is designed around trust. Here's exactly how we keep your home safe.
Verified team only
Every NESTO Pro, Chef, Laundry executive and Poojari is interviewed and onboarded through a verification process. No random walk-in workers.
ID & address checks
We collect government ID and verify address details before pros are allowed on the platform. Background-check workflow is being expanded.
OTP-backed visits
Every service visit starts and ends with an OTP confirmed by the household, so you always know exactly who arrived and when.
Behavior standards
Pros sign a code of conduct covering punctuality, language, attire, and respect for household privacy. Repeat violations lead to off-boarding.
Real human support
WhatsApp and phone support handled by NESTO operations, not a circular chatbot. Escalations are tracked and resolved.
Data & privacy
We store only the data needed to deliver service and improve safety. Your contact details are never sold. Read our Privacy Policy for more.
Customer guidelines
A few simple habits keep every visit smoother.
Trust is a two-way commitment. Following these guidelines helps both you and the assigned pro have a safer, calmer experience.
- Confirm OTP only after the assigned NESTO Pro arrives at your door.
- Avoid handing over valuables or cash directly, use in-app payments when available.
- Use the support number for re-scheduling, replacements, or any issues during a visit.
- Report unsafe behavior immediately, every report is reviewed within 24 hours.
- Children and elderly safety: do not leave them unsupervised during the visit window.
- Pets: please secure pets in a safe area before the pro enters your home.
The formal version, for the record.
The friendly version above explains how we think about safety. This section is the formal policy you can reference when raising a complaint or working with NESTO support.
1. Managed service model
NESTO is a managed home-services platform. Services may be fulfilled by NESTO-trained professionals, independent service partners, third-party partners, and verified category partners operating under NESTO service standards.
2. Professional verification and training
- Identity and document checks are used where applicable, including government ID, PAN/Aadhaar, photo, address, and partner records.
- Skills, training records, service history, ratings, attendance, and quality feedback may be reviewed before or during assignment.
- Professionals are expected to follow NESTO service standards, carry identification where applicable, behave respectfully, and avoid unauthorized cash handling or customer valuables.
3. Booking and visit controls
NESTO may use booking records, assigned professional details, OTP start and end verification, service checklists, before/after photos where applicable, customer instructions, travel status, payment records, and support notes to manage service quality and resolve disputes.
4. Customer safety responsibilities
- Provide accurate address, access, service instructions, and contact details.
- Be available at the scheduled time and use OTP start/completion confirmation honestly.
- Secure valuables, cash, jewellery, fragile items, sensitive documents, and important items before service begins.
- Do not ask professionals to perform unsafe, illegal, personal, unrelated, or out-of-scope work.
- Treat professionals respectfully and avoid abuse, threats, harassment, discrimination, or inappropriate requests.
5. Damage, missing item, and quality complaints
NESTO may request photos/videos, item details, approximate value, proof of purchase, timeline, CCTV footage where available, professional statement, OTP logs, support records, and other relevant information. Compensation, if any, will be considered only after internal verification and subject to applicable law.
6. Conduct and off-platform work
Customers must not ask professionals for personal contact details, direct hiring, private arrangements, off-platform payments, advances, loans, or unrelated services. NESTO is not responsible for private transactions or arrangements made outside the platform.
7. Incident review
NESTO may review safety, conduct, service quality, cancellation, refund, and dispute cases using booking records, professional assignment status, travel status, OTP logs, payment records, service checklist, customer communication, professional remarks, photos/videos, and support history.
8. Account action and legal action
NESTO may cancel bookings, suspend accounts, block users, restrict professionals, report incidents, or take legal action where fake details, fraud, misuse, repeated cancellations, non-payment, unsafe activity, abusive behavior, false complaints, off-platform solicitation, or policy violations are detected.
Something feels off during a visit?
Reach NESTO immediately on WhatsApp or call. We respond fast for in-progress issues and review every safety report.