Nello — Parent Terms & Conditions

Effective date: When agreed by the parent

Last updated: 11 July 2026

These Terms & Conditions ("Terms") are a binding agreement between you ("Parent", "you") and Nello ("Nello", "we", "us"), operated by Nello Private Limited, registered at Hina Hotel Gali, Fakir Takia, MG Road, Katihar, Bihar, 854105, India. By submitting a request on justnello.com, confirming a match, or making a payment to Nello, you agree to these Terms.

1. What Nello does

Nello is a nanny placement and management service. We source, screen, train, and place verified nannies with families in Bangalore across three schedules: 8-hour, 10-hour and 24-hour care.

2. How the engagement works

• You submit an intake request on justnello.com.
• A member of the Nello team calls you to understand your requirements, joining date, and helps you pick a plan.
• Based on your requirements, Nello sends you profiles of shortlisted nannies for you to review and select from.
• You confirm your plan — the 3-month plan (₹6,999), the 6-month plan (₹11,999), or the 12-month plan (₹19,999) — and pay the subscription fee to Nello.
• The nanny joins your home.
• You pay the nanny her monthly salary directly to her, each month. The amount is agreed with the nanny at placement based on her experience and the care schedule. Nello does not collect the salary or act as a payroll intermediary.

Nello's role is placement, verification, matching, and support. Nello introduces the nanny to your family; the ongoing salary relationship for the duration of the plan is between you and the nanny. During the plan, the nanny remains part of Nello's network and is bound by Nello's non-solicitation terms in Section 6.

3. Fees and payment

There are two amounts under this engagement:

• Subscription fee (paid to Nello): payable once per subscription plan — ₹6,999 for the 3-month plan, ₹11,999 for the 6-month plan, or ₹19,999 for the 12-month plan. Due at match confirmation, before the nanny joins. The fee covers the nanny's placement for the chosen subscription period only; after it ends the nanny returns to Nello's network unless you renew (see Section 6). Payable via UPI, bank transfer, or any other method we notify. Fees are exclusive of GST as applicable.
• Nanny's monthly salary (paid directly to the nanny): agreed with the nanny at placement based on her experience and the care schedule you choose (8-hour, 10-hour or 24-hour). Paid by you directly to the nanny each month. Nello does not collect, invoice, or intermediate this amount.

Nello may revise its plan fees from time to time. Any revision will apply only to new intakes; it will not change the fee already paid for your active plan.

Salary continuity during leave: You are expected to pay the nanny her full monthly salary for the 2 permitted paid leave days per month and reasonable sick leave, as described in Section 8.

4. What the subscription fee includes

Your subscription fee covers:

• Sourcing and matching a nanny to your requirements
• Three-point background verification (ID, court records, and a CIBIL financial credibility screening where the nanny holds a PAN card)
• The nanny's travel to your home (including relocation, if applicable)
• Free replacement of the nanny during your plan period (3, 6 or 12 months from the join date)
• Ongoing Nello support during your plan period

The subscription fee does not include the nanny's monthly salary — that is paid by you directly to the nanny as described in Section 3.

5. Your responsibilities as a parent

By engaging a Nello nanny, you agree to:

• Provide a private sleeping space with a bed, clean bedding, and reasonable privacy for the nanny.
• Provide three meals a day and drinking water.
• Respect the nanny's 8 hours of continuous rest per 24-hour period. Rest hours are agreed at onboarding.
• Grant the nanny 2 paid leave days per month, taken on mutually agreed dates.
• Not require the nanny to perform work outside of childcare and light child-related housework (child's laundry, child's meals, child's room). She is not a general housekeeper, cook, or driver.
• Treat the nanny with dignity and without harassment, discrimination, or verbal or physical abuse.
• Disclose any CCTV or audio surveillance in the home to Nello and to the nanny at the time of matching.
• Not photograph, film, or share images of the nanny publicly without her consent.
• Inform Nello promptly of any concern, incident, or dispute involving the nanny.

6. No direct dealings with the nanny

This is a core term of these Terms.

• You may not employ, hire, retain, engage, or continue to receive services from a Nello nanny outside of an active Nello plan. This applies whether directly, through a family member, through a company, or through any third party.
• You may not solicit, induce, or encourage a Nello nanny to leave Nello or to work for you outside of Nello.
• You may not refer a Nello nanny to any other family, agency, or platform for engagement.
• This restriction applies during your plan and for 24 months after the nanny's last day of placement with you, or 24 months after the end of your plan, whichever is later.
• When your plan ends, the nanny returns to Nello's network. If you wish to keep the same nanny, you must renew through Nello by paying a fresh subscription fee for another 3-, 6- or 12-month plan.

If you want to keep a specific nanny for longer, the only route is to renew your plan through Nello.

7. Replacement

If a placed nanny is not the right fit at any point during your active plan period, Nello will replace her at no extra cost. Replacement typically happens within 14 days. Nello is not liable for gaps during the replacement period, but will make reasonable efforts to arrange short-term cover. Free replacements are not available after your plan ends — a renewal is required.

Adverse verification findings after joining: if a background check under Section 10 surfaces an adverse or notable result after the nanny's joining date, Nello will disclose it to you. You may then, within 48 hours of Nello's disclosure, elect either an immediate replacement under this Section 7 or a pro-rata refund under Section 9 for the unused portion of your plan.

8. Nanny leave and time off

• 2 paid leave days per month, as noted above.
• The nanny is entitled to reasonable sick leave. Nello will arrange cover or a temporary replacement where possible.
• Public holidays and festivals are paid days. Nello and the parent will agree in advance whether the nanny works on any given festival day.

9. Cancellation and refunds

• Either party may cancel with 15 days' written notice.
• The subscription fee is non-refundable as a general rule. A prorated refund of the unused portion of the plan (calculated from the nanny's actual last working day) is available in case of genuine issues: family emergency, medical incident, relocation, or Nello's inability to provide a suitable replacement.
• Refunds under this section are at Nello's reasonable discretion.
• The nanny's salary is settled directly between you and the nanny up to her last working day.
• Cancellation does not release you from Section 6 (no direct dealings).

10. Background verification and nanny screening

• After match confirmation, Nello conducts the following checks on every nanny and shares the results with you, with all checks completed no later than three (3) days after the nanny's joining date: (a) government photo ID; (b) court record check (criminal and civil); and (c) a CIBIL financial credibility screening, conducted only where the nanny holds a PAN card. Where a nanny does not hold a PAN card, the CIBIL screening is not performed, and Nello will inform you accordingly.
• You acknowledge that some or all verification results may be finalised after the nanny has joined your home. If any check surfaces an adverse or notable result after the joining date, you may exercise the 48-hour election set out in Section 7 (replacement or pro-rata refund under Section 9).
• We also conduct an in-person assessment and reference checks with previous households where available.
• Nello does not, and cannot, guarantee the future behavior of any person. Background verification reduces risk; it does not eliminate it.

11. Limitation of liability

• The nanny is placed in your private home. You retain responsibility for the safety of your home environment, including electrical, fire, water, and structural safety.
• Nello is not liable for acts or omissions of the nanny that occur outside her scope of engagement, or that could not reasonably have been prevented by our screening and training.
• Nello is not liable for indirect, incidental, consequential, or punitive damages of any kind, including loss of income, loss of data, or emotional distress.
• Nello's total aggregate liability to you under these Terms, for any and all claims combined, is capped at the subscription fee you have paid Nello for the plan under which the claim arises.
• Nothing in this Section limits liability for gross negligence, fraud, or wilful misconduct by Nello, or for any liability that cannot be limited under Indian law.

12. Indemnity

You agree to indemnify Nello against any claim, loss, or expense arising from: (a) your breach of these Terms; (b) your treatment of the nanny; (c) any inaccurate information you provided at intake; or (d) any injury to the nanny caused by unsafe conditions in your home.

13. Emergencies

You authorise the nanny to seek emergency medical care for your child if you cannot be reached and the situation requires immediate action. You will reimburse Nello for any emergency medical expense advanced on your behalf.

14. Confidentiality and privacy

• Information you share with Nello (child's name, date of birth, address, family details, medical notes, preferences) is used solely for matching, service delivery, and support.
• We do not sell your data. We share data only with the placed nanny (limited to what is needed to work), with our staff, and with service providers under confidentiality obligations.
• We retain your data for the duration of your plan plus 3 years, or as required by law.
• You have the right to access, correct, or request deletion of your data by writing to kriti.goenka@justnello.com.
• Full privacy notice at justnello.com/privacy.

15. Communications

By submitting an intake form, you consent to Nello contacting you by WhatsApp, phone call, SMS, and email regarding your request and service. You may opt out of marketing messages at any time.

16. Dispute resolution

• These Terms are governed by the laws of India.
• Any dispute will first be attempted to be resolved by good-faith discussion.
• If not resolved within 30 days, the dispute will be referred to sole arbitration under the Arbitration and Conciliation Act, 1996. The seat and venue of arbitration is Katihar, Bihar. Proceedings will be in English. The sole arbitrator will be appointed by mutual agreement, or failing that, in accordance with the Act.
• Courts in Bihar have exclusive jurisdiction for interim relief.

17. Changes to these Terms

Nello may update these Terms from time to time. Material changes will be notified to parents with an active plan by email or WhatsApp at least 15 days before they take effect. Continued use of the service after that date constitutes acceptance.

18. Entire agreement

These Terms, together with the intake form you submitted and any written match confirmation, are the entire agreement between you and Nello on this subject. They supersede any prior discussion or representation.

Acceptance

By ticking "I agree to Nello's Terms & Conditions" on the intake form or match confirmation, you confirm:

• You have read and understood these Terms.
• You are the parent or legal guardian of the child for whom you are requesting a nanny.
• Your child is 3 months of age or older.
• You agree to be bound by these Terms.

For questions, email kriti.goenka@justnello.com.