The rules we all play by.

• Be home and ready 5 minutes before the booked slot.
• Have warm water, a clean towel, and your preferred oil bottle handy.
• Tell your dadi about any allergies, eczema, recent vaccinations, or skin conditions before she starts.
• Stay in the same room and actively supervise your child for the entire session. The dadi must never be left alone with the child.
• If you must step away briefly, another adult guardian (not a sibling or minor) must take over supervision before you leave.
• Treat your dadi with respect — she is a professional caregiver, not domestic help.
• Do not ask the dadi to perform tasks outside the booked malish (cooking, cleaning, errands).
• Pay the full amount via the app. Do not pay the dadi separately in cash for booked sessions.
• Use the in-app ticket flow ('Chat with us') if anything goes wrong — don't argue with the dadi at the door.

• Reach the parent's flat 5 minutes before the slot. · 5 minute pehle pahuchein.
• Trim and clean your nails before every session. No long nails. · Naakhun chote aur saaf rakhein.
• Remove all rings, bangles and wristwatches before starting. · Ungli ki anguthi aur kangan utar dein.
• Wear a clean mask covering nose and mouth throughout the session. · Mask zaroor pehnein.
• Wash your hands at the parent's flat before touching the baby.
• Use the app's status buttons honestly — Confirm, On the way, Reached & started, Mark completed.
• Do not accept cash directly from parents for booked sessions. Earnings settle weekly via the app.
• Speak calmly and respectfully with parents. Maa-baap se shaanti se baat karein.
• If you can't make a confirmed booking, message us at least 4 hours in advance so we can arrange a backup.
• Notify Massazo immediately if a baby has any reaction during malish — don't wait until the session ends.

Massazo is not a no-questions-asked refund platform. We refund when the service did not happen as promised — not because of a change of mind. Eligible reasons are explicit:

How to request: open the booking from your home screen → “Raise a ticket” with the specific reason → our team responds within 12 working hours.

• Parent cancellation ≥ 2 hours before scheduled time → full refund.
• Parent cancellation < 2 hours before scheduled time → no refund (full charge).
• Dadi cancellation ≥ 4 hours before → no penalty; we find a backup.
• Dadi cancellation < 4 hours OR no-show → ₹200 deduction from weekly payout, plus parent gets full refund from Massazo.
• Three dadi no-shows in a calendar month → temporary deactivation pending review.

• Phone number: shared with the dadi only after a booking is confirmed; dadi's number shared with the parent so you can call.
• Baby's DOB / weight / allergies: visible only to the dadi taking that booking, never aggregated or analysed.
• Flat number: visible only to the dadi taking that booking.
• Payments are processed by Razorpay; we don't store card numbers.
• We never share your details with anyone outside the booking — no marketing partners, no data brokers.
• Account deletion: send a request via the in-app chat. We delete identifying data within 30 days, retaining only anonymised booking counts for legal/audit reasons.

• A parent or adult guardian must supervise the child at all times during the session — this is non-negotiable.
• Our dadis are trained in traditional malish, not in pediatric medicine. They are not a substitute for a pediatrician.
• Always consult your pediatrician before starting massage routines for newborns under 6 weeks, premature babies, or any baby with a medical condition.
• If your child shows any adverse reaction (rash, vomiting, breathing difficulty), stop the session and call your doctor.
• Massazo's liability is strictly limited to the amount paid for the session in question. We do not cover medical bills, hospital expenses, or any consequential damages.
• We carry general liability insurance for the platform, but it is not pediatric malpractice cover and does not extend to incidents that occurred while the child was unsupervised by a parent.

For tickets, refunds, account questions or to flag something — open the in-app chat or message us on WhatsApp. We typically respond within a few hours during the day.

All amounts in INR. Razorpay invoices on request.