How the Domestic Helper Replacement Process Works

This article summarises the Replacement Policy in plain language. Where anything differs, the policy itself applies.

Who can request a replacement

Replacement is a benefit of an active subscription. It is available when the placed helper is unable to continue, is unsuitable for the assigned work, or leaves the engagement.

How many replacements you get

Plan	Service fee	Replacements during active plan
Daytime Plan	₹15,000 + 18% GST = ₹17,700	Up to 2
24×7 Live-In Plan	₹25,000 + 18% GST = ₹29,500	Up to 3

Step by step

1. Raise the request through official channels: Maidvy customer support, WhatsApp, your Relationship Manager, or the replacement request form. Include the reason and relevant details.
2. Verification. Maidvy reviews the request. Every request is subject to verification and approval.
3. Requirement check. Your advisor confirms whether your requirement has changed. New requirements such as a different language, experience level or hours can lengthen the timeline.
4. Profiles and interview. Suitable profiles are shared and interviews coordinated, as with the original placement.
5. Joining. The replacement helper joins on the agreed date.

How long it takes

The standard turnaround is generally between 2 and 15 working days. Location, job requirements, staff availability, language preferences, experience level and festive seasons can all affect this. Each request is handled on a best-effort basis, balancing speed with suitability.

What can make a request ineligible

Maidvy may decline a replacement if the investigation finds the issue arose from the customer's conduct or a breach of the service agreement, including:

• Verbal abuse, threats, harassment or physical abuse of the helper.
• Discrimination based on caste, religion, race, ethnicity, language, gender or place of origin.
• Unsafe or unhealthy working conditions.
• Not providing the agreed salary, food, accommodation or facilities.
• Asking for duties that were not agreed.
• Attempting to hire the helper directly outside Maidvy.
• Outstanding payments or false information in the request.

How to reduce the need for replacement

• Agree duties in writing first: what to discuss before deployment.
• Interview carefully: questions to ask.
• Build a fair working relationship: respectful practices.

Grievances

If you disagree with a replacement decision, you can contact Maidvy's Grievance Officer at Support@Maidvy.com. Maidvy aims to acknowledge grievances within 7 business days and resolve them within 15 business days thereafter. See the Grievance Redressal Policy.

What to include in your request

• Your name, booking reference and city.
• The helper's name and joining date.
• What happened, with dates.
• Whether your requirement has changed since the original booking.
• Your preferred contact time.

Clear, honest details help verification move faster.

While you wait

Keep your Relationship Manager informed of any change in your situation, and be available for interviews with new profiles. Settling any pending dues avoids delays, because outstanding payments can affect eligibility.

After the replacement joins

Share the duty sheet again and walk through the routine. The first week matters as much as it did the first time. Our guide on choosing a reliable domestic helper covers the steps that help a new placement settle.

Common reasons families request a replacement

• The helper has a family emergency and cannot continue.
• The helper's skills do not match the agreed work.
• The helper leaves the engagement.
• The household's needs change significantly.

Where the requirement itself has changed, for example from a house maid to a live-in nanny, your advisor will discuss how this fits your plan, because it is effectively a new requirement.

Replacement and your plan

Replacements are counted within your active plan. Keep track of how many you have used. If you are unsure, ask your Relationship Manager or check your customer dashboard.

Frequently asked questions

How many replacements does Maidvy offer?

Up to 2 replacements on the Daytime Plan and up to 3 on the 24×7 Live-In Plan, during the active subscription and subject to the Replacement Policy.

How long does a replacement take?

Generally between 2 and 15 working days. This is an estimate, not a guaranteed timeline.

How do I request a replacement?

Through Maidvy customer support, WhatsApp, your Relationship Manager, or the replacement request form on the website.

Can a replacement request be rejected?

Yes, if verification finds the issue arose from the customer's conduct or a breach of the service agreement, such as unpaid salary or unagreed duties.

Do replacements continue after my plan ends?

No. The Replacement Policy applies only during the active subscription period.

Where can I see my plan details?

In your Maidvy customer dashboard after logging in, or by asking your Relationship Manager.