Cancellation & Rescheduling Policy

We understand that home routines can change. This policy explains how cancellations, rescheduling, no-show situations, late cancellations, service-professional unavailability, and refunds are handled for NESTO bookings.

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.

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.

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.

NESTO may revise cancellation fees based on service type, city, operational cost, offer type, or booking value. Any such charges should be shown before booking confirmation wherever practical.

A customer may be treated as a no-show if the customer is unavailable at the service location, does not respond to calls/messages/app notifications, provides an incorrect address and cannot guide the professional, refuses entry without a valid reason, or does not provide the required OTP/start confirmation.

If the customer is unavailable for more than 15 minutes after the professional reaches the location, NESTO may cancel the booking and apply the applicable no-show fee.

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.

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.

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.

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.

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.

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.

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.

• 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/no-show 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 Pooja: 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.

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.

NESTO may review cancellation, rescheduling, refund, no-show, 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. NESTO's decision will be final, subject to applicable law.