If a helper does not work out, you should not be left paying twice or starting your search from scratch. Our replacement support is built for that situation. Here is what it covers for live-in placements, the 7-day cooling-off period, how to request a replacement, and the parts it does not cover, so you know exactly what you are agreeing to.
What the replacement support covers
For a live-in placement, the arrangement is a one-time placement fee of ₹25,000 plus 18% GST. You pay the helper's monthly salary directly to them each month, and that salary stays between you and the helper. The placement fee is what buys you our part: finding, vetting, and placing the candidate, and standing behind that placement if it fails.
Replacement support means that if a live-in helper leaves or the fit does not hold within the covered period, we find you another candidate without charging a second placement fee. Free replacements are included on the 3-month and 11-month live-in plans. The plan you choose sets how long that cover runs.
The 7-day cooling-off period
Every live-in placement starts with a 7-day cooling-off period. This is the window to test the fit in your actual home, with your routine, before you are committed for the longer term.
Use it to watch the things a single interview cannot show: whether the helper keeps to timings, how they take instruction, how they settle into living in your household, and how they get on with children or elderly family members. If it is clearly wrong in that first week, you tell us and we act on it quickly. The cooling-off period exists so an early mismatch is caught early, when it is easiest to correct.
How to request a replacement
Contact your dedicated point of contact. Every household is assigned one person who knows your requirement, so you are not explaining your situation to a call centre from the beginning each time.
Tell us what is not working. The more specific you are, the better the next match. "She is often late and does not follow the cooking instructions" tells us far more than "it is not working out." Where the problem is a fixable misunderstanding about duties or timings, sometimes a direct conversation resolves it and you keep a helper you have already trained. Where it is a genuine mismatch, we move to finding a replacement.
Once we understand the requirement for the replacement, our usual timeline for presenting a candidate is 24 to 72 hours. For specialised roles the pool is smaller and it can take longer, and we will tell you that rather than promise a date we cannot meet.
What the guarantee does not cover
An honest guarantee has edges, and it is fair to state them before you sign up rather than after.
Replacement support covers the placement. It does not refund or cover the salary you have already paid the helper directly for work they have done. That salary was earned for time worked, and it sits between you and them.
The free replacement applies within the covered period of your plan, the 3-month or 11-month live-in plan, and to live-in placements on the terms above. It is not an open-ended promise to replace a helper for any reason at any point in the future.
It also depends on the household holding up its side. If the working conditions differ from what was agreed, for example the agreed duties, days off, or accommodation change substantially after the helper starts, that affects whether a departure counts as a fit problem or a change in the role. We look at each case on its facts and talk it through with you.
Replacement support reduces the cost and effort of a placement going wrong. It does not guarantee that any individual helper will stay for a fixed number of months, because people's circumstances change in ways no agency controls.
Why the fee and salary stay separate
Keeping the placement fee and the salary as two separate things is what makes the guarantee workable and fair. The fee is paid once to us, and it is what our replacement support is attached to. The salary is paid monthly by you to the helper for the work they do.
This separation matters when a replacement happens. Because you never paid us the salary, there is no salary to argue over when a helper leaves. You simply stop paying the departing helper for time not worked, and we find the replacement under the placement fee you already paid. You can see how this works alongside our full live-in maid placement terms.
Getting the most from the cover
The replacement guarantee works best when you use the cooling-off period actively and raise concerns early through your point of contact. A problem flagged in week one is easier to fix than one that has been building quietly for two months. If you are weighing the 3-month against the 11-month plan, choose based on how settled you expect the placement to need to be: a longer plan gives you a longer window in which a replacement costs you nothing beyond the salary for the new helper.