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Refund, Return & GST Invoice Policy

Our commitment to fair and transparent refund policies.

Refund & Return Policy

Last Updated: May 11, 2025

At Mentors Care Services, we strive to provide the highest quality childcare services. We understand that circumstances may arise where you need to request a refund or replacement. This policy outlines the conditions under which refunds and replacements are provided.

1. General Refund Policy

Basic Refund Conditions
  • If a caregiver does not join on Day 1 or 2, a full refund or replacement will be provided
  • If a caregiver discontinues mid-way, you pay only for the actual days worked
  • Refund requests must be submitted within 7 days of the incident

2. Replacement Policy

Caregiver Replacement
  • Replacement can be requested any time within your active plan duration
  • We strive to provide a suitable replacement within 4 days
  • If a replacement is not provided within 4 days, the Platform Charges + Subscription Fee will be refunded on a pro-rata basis

3. Service-Specific Refund Policies

3.1 Hourly Nanny Service

  • Cancellations made 24 hours before the scheduled service are eligible for a full refund
  • Cancellations made less than 24 hours before the scheduled service may incur a 20% cancellation fee
  • If the caregiver arrives late by more than 30 minutes, a partial refund may be provided

3.2 Monthly Subscription Service

  • The platform fee is non-refundable once the nanny joins you, even if it is for a single day.
  • If the nanny had not joined at all, then there would have been no deductions.

3.3 Japa Service

  • Cancellations before the caregiver is assigned are eligible for a full refund
  • After caregiver assignment, platform charges are non-refundable
  • If the caregiver does not meet the agreed-upon requirements, a replacement will be provided

3.4 Instant Booking Service

  • Cancellations made 12 hours before the scheduled service are eligible for a full refund
  • Cancellations made less than 12 hours before the scheduled service may incur a 30% cancellation fee
  • If no caregiver is available at the scheduled time, a full refund will be provided

4. Plan Upgrades and Changes

Service Plan Modifications
  • Customers can upgrade to a higher plan anytime by paying the difference and platform fee
  • Downgrades to lower plans may be subject to a processing fee and will take effect from the next billing cycle
  • Changes to service schedules must be requested at least 48 hours in advance

5. How to Request a Refund

To request a refund or replacement, please follow these steps:

  1. Contact our customer service team at support@mentorscareservice.in or call +91 6364411376
  2. Provide your booking details, including the service type, date, and reason for the refund request
  3. Our team will review your request and respond within 2 business days
  4. If approved, refunds will be processed using the original payment method within 7-10 business days

6. GST Invoice Policy

GST Invoice Information
  • GST Invoice Available – For every plan you choose, you will receive a GST invoice.
  • Requesting GST Invoice – Please inform us in advance if you require a GST invoice for the nanny's salary it will be chargeable.
  • Sharing GST Details – Kindly provide your GST number and billing details at the time of booking or payment.
  • Payment with GST – The nanny's salary will be billed with applicable GST, and the invoice will reflect the same.
  • Official Payment Channels Only – To receive a GST invoice, payment must be made through official and trackable channels.

7. Contact Information

If you have any questions about our refund policy, please contact us at:

Email: support@mentorscareservice.in
Phone: +91 6364411376

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