Trust & Safety Policy

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.

• 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.

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.

• 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.

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.

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.

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.

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.