Services
Refund & Cancellation Policy
1. Service Charge

A one-time ₹2,000 Service Charge is charged for caregiver onboarding process.

This fee covers:

  • Caregiver sourcing
  • Background verification
  • Profile matching
  • Coordination
  • Customer support
  • Administrative & operational costs

Service charge is non-refundable under all circumstances, except where Famblee is unable to send any suitable caregiver to your home within the committed service timeline.

2.Trial Period

The customer pays only the trial nanny salary & Service charge before the trial begins.

During the trial:

  • The nanny's salary is paid by Famblee.
  • Customers do not pay anything directly to the nanny.
  • The trial nanny salary amount is refundable on pro-rata basis once the trial has started, as it covers the caregiver's salary.
3. Subscription Fee

The subscription fee becomes applicable only after the customer confirms continuation following the trial.

The subscription fee covers:

  • Unlimited replacement assistance (as per plan)
  • Customer support
  • Caregiver coordination
  • Ongoing verification
  • Service management

Once the subscription is activated, the subscription fee is non-refundable.

4. Placement Timeline

After payment confirmation, Famblee will make reasonable efforts to facilitate caregiver placement.

  • Initial placement: 5–7 working days
  • Replacement requests: 3–7 working days, subject to caregiver availability

Placement timelines may vary due to:

  • Customer requirement changes
  • Interview rescheduling
  • Customer unavailability
  • Limited caregiver availability
  • Peak hiring periods
  • Public holidays or unforeseen circumstances

Such delays shall not be considered service failure.

5. Cancellation Before Trial Starts

If the customer cancels before the trial begins:

  • Trial nanny salary will be refunded.
  • The ₹2,000 Service Charges remains non-refundable.
6. Cancellation During Trial

Customers may discontinue the service during or after the trial.

In such cases:

  • Trial salary is non-refundable.
  • Service charge is non-refundable.
  • No subscription fee is payable.
7. Cancellation After Subscription Activation

Customers may discontinue the service at any time.

However:

  • Subscription fees are non-refundable.
  • The customer must clear the nanny's salary for the days worked.
  • Subscription benefits terminate upon expiry of the purchased plan.
8. Nanny Salary
  • The monthly nanny salary is paid directly by the customer to the nanny.
  • Famblee does not collect or hold the nanny's monthly salary.
  • In case of service discontinuation, the customer must settle all salary dues for the days worked.
9. Replacement Policy

Replacement requests may be made during the active subscription period.

Famblee will make reasonable efforts to provide a suitable replacement within 3–7 working days, subject to availability.

No refund will be provided where:

  • A replacement has been offered but declined by the customer.
  • The customer changes requirements after placement.
  • Replacement is delayed due to customer scheduling or availability.
10. Customer-Initiated Cancellation

If the customer cancels due to:

  • Relocation
  • Personal reasons
  • Financial reasons
  • Change in requirement
  • Preference to discontinue services

No refund of the subscription fee shall be provided.

11. Direct Hiring Restriction

Customers shall not directly employ, negotiate with, or engage any caregiver introduced by Famblee outside the Famblee platform during the active service period.

If such direct engagement is identified:

  • Subscription benefits shall immediately terminate.
  • No refund shall be provided.
  • Famblee reserves the right to discontinue future services.
12. Service Suspension or Termination by Famblee

Famblee reserves the right to suspend or terminate services in cases including, but not limited to:

  • Abuse or misconduct towards caregivers
  • Unsafe working conditions
  • Non-payment of agreed dues
  • Violation of Famblee's policies
  • Fraudulent or misleading information

Refunds, if applicable, shall be evaluated solely at Famblee's discretion.

13. Complaint Reporting

Customers should report any service-related issue within 48 hours of its occurrence.

Delayed reporting may affect eligibility for replacement or resolution.

14. Refund Processing

Where a refund is approved under this policy:

  • Refunds will be processed to the original payment method.
  • Processing may take 7-14 business days, depending on the payment provider.
15. Force Majeure

Famblee shall not be liable for delays or inability to provide services due to events beyond its reasonable control, including natural disasters, government restrictions, strikes, pandemics, transportation disruptions, or other unforeseen circumstances.

16. Subscription Validity & Pause Policy

The subscription validity starts from the date the customer begins the monthly nanny service after the trial period.

  • Subscription validity runs continuously until the plan expires.
  • Subscription cannot be paused, extended, or carried forward due to vacations, travel, hospitalization, temporary relocation, personal reasons, or non-usage of the service.
  • Any exception to this policy shall be solely at the discretion of Famblee and must be approved in writing.
  • If the customer discontinues the service during the subscription period, the subscription will continue until its original expiry date and no refund or extension shall be provided.