Refund policy

CANCELLATION & REFUND POLICY

Last Updated: February 2026

LegUp operates as a facilitation platform connecting customers with independent caregivers. LegUp is not the employer of the caregiver. Refunds are governed by the facilitation effort completed and service stage, not subjective satisfaction.

1. Booking Fee

Booking Fee is non-refundable under all circumstances, except if no profiles were shared.

2. Placement Timeline

After successful payment confirmation:

  • LegUp requires a minimum of 5 to 7 working days to facilitate placement of the first nanny.
  • In case of replacement requests, LegUp requires 3 to 5 working days to facilitate a suitable replacement.

Placement timelines are calculated from the date of payment confirmation (for first placement) or from the date of confirmed replacement request.

Delays caused due to:

  • Change in requirements,
  • Interview rescheduling,
  • Customer unavailability,
  • Location constraints,
  • Festive or peak hiring periods

shall not be considered a service delay.

3. Profile Sharing Stage

  • If no profiles are shared: 100% refund of Service Facilitation Fee.
  • If a minimum 3 relevant profiles are shared but the customer does not select: 100% refund of Service Facilitation Fee. Booking Fee remains non-refundable.
  • Relevance is determined based on requirements shared at booking.
  • Changes after booking do not qualify for full refund.

4. Customer Cancellation Before Interview

If customer cancels without attending any interview after profiles are shared: 50% deduction of Service Facilitation Fee.

5. After Selection but Before Joining (No-Show)

Customers may choose refund of Service Facilitation Fee excluding Booking Fee OR replacement within plan validity. The issue must be reported within 48 hours.

6. After Joining – Less Than 15 Working Days

If total cumulative working days (first nanny + replacements) are less than 15 days: Customer may choose refund with 50% deduction OR replacement within plan validity.

7. After 15 or More Working Days

  • No refund applicable.
  • Replacement allowed within plan validity.

8. Customer-Initiated Cancellation (Unrelated to Service Quality)

  • Includes relocation, private hiring, family decision, and change of requirement.
  • Refund processed with 50% deduction of the Service Facilitation Fee, irrespective of usage.

9. Non-Circumvention & Direct Hiring Restriction

If the Client directly contacts, negotiates with, or attempts to hire any caregiver introduced by LegUp — whether before or after interviews — without routing the engagement through LegUp:

  • No refund shall be applicable under any circumstances.
  • The Service Facilitation Fee shall be forfeited in full.
  • LegUp reserves the right to restrict future service access.

Any evidence of direct negotiation, salary discussion, or joining arrangement outside the platform shall be treated as a material breach of policy.

10. On-Demand Service Cancellation & Refund

For On-Demand Service bookings, the following refund terms shall apply:

1.If the Company is unable to provide any Caregiver/Nanny for the requested service, the Customer shall be eligible for a 100% refund of the amount paid.
2. If the Company provides a Caregiver/Nanny as per the requested service but the Customer cancels the booking for any reason, the Customer shall be eligible for only a 50% refund of the amount paid.
3. For the purpose of this clause, a service shall be considered “provided” once the Company has shared a suitable Caregiver profile and confirmed availability for the requested time slot.
4.Refunds approved under this section shall be processed within 7–14 business days to the original payment method.

11. Replacement Policy

If replacement is offered and declined without service failure, refund will not be processed.

11. Complaint Reporting Timeline

All issues must be reported within 48 hours of occurrence.

12. Refund Processing

  • Refund requests via support@legup.in
  • All eligible refunds will be processed on the 15th and 25th of each month.