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 24-hour live-in nannies with families in Bangalore.

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 and joining date.
• Based on your requirements, Nello sends you profiles of shortlisted nannies for you to review and select from.
• Once you confirm the nanny you wish to engage, you pay a booking amount of ₹15,000 to Nello. This amount is fully credited to the nanny's first month's salary and is not an additional charge.
• The nanny joins your home.
• From the second month onwards, you pay the applicable monthly salary to Nello on or before the 1st of each month.

The nanny is placed by Nello and is engaged by Nello. You are not the nanny's employer. Nello is responsible for the nanny's salary, statutory contributions where applicable, leave, and performance management. Nello retains a service commission from the monthly amount you pay and passes the balance to the nanny as her salary.

3. Fees and payment

• The applicable monthly fee is based on your child's age and will be communicated to you in writing before match confirmation.
• Fees are exclusive of GST as applicable.
• Nello may revise its fees from time to time. Any revision will apply from a future billing cycle and will be notified to active subscribers in advance.
• If your child crosses 6 months of age during an active engagement, the applicable fee tier will change with effect from the first day of the month following.
• Booking amount: Upon confirming your nanny, you pay ₹15,000 to Nello. This amount is fully credited towards the nanny's first month's salary and is not a separate placement fee or non-refundable charge.
• Balance of the first month's salary (applicable monthly fee minus ₹15,000 booking amount) is due on or before the 1st of the month following the nanny's joining date.
• Every subsequent month's fee is due on or before the 1st of the month.
• Payment is made directly to Nello via UPI, bank transfer, or any other method we notify. You must not pay the nanny directly. Any amount paid directly to the nanny does not count towards fees owed to Nello.

Late payment: If a monthly fee is more than 3 days late, Nello may recall the nanny from your home without notice and suspend service. The engagement can be reinstated once dues are cleared, subject to nanny availability.

4. What the fee includes

Your monthly fee covers:

• The nanny's full salary
• The nanny's travel to and from your home (including relocation, if applicable)
• Background verification and reference checks
• Free replacement of the nanny at any time while your subscription is active
• Ongoing support and helpline access

There are no hidden costs. You are not asked to pay for the nanny's travel, uniform, phone, medical costs, festival bonuses, or any other work-related expense.

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 your active Nello subscription. 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 subscription and for 24 months after the nanny's last day of placement with you, or 24 months after the end of your subscription, whichever is later.

If you want to keep a specific nanny long-term, the only route is to remain subscribed to Nello.

7. Replacement

If a placed nanny is not the right fit at any point while your subscription is active, Nello will replace her at no extra cost. Replacement typically happens in upto 14 days. Nello is not liable for gaps during the replacement period, but will make reasonable efforts to arrange short-term cover.

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

• Either party may cancel with 15 days' written notice.
• On cancellation, Nello will refund the unused portion of the current month's fee on a pro-rated basis, calculated from the nanny's actual last working day.
• Cancellation does not release you from Section 6 (no direct dealings).

10. Background verification and nanny screening

• Every Nello nanny is screened before placement.
• We also conduct 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 total fees you have paid Nello in the 3 months immediately preceding the claim.
• 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 subscription 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 active subscribers 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, contact: kriti.goenka@justnello.com or WhatsApp 9187976630.