How Maidvy handles Helper replacement requests for customers on an active subscription with Logibyte Technologies — eligibility, timelines and conduct.
This Replacement Policy (“Policy”) forms part of, and is to be read together with, Maidvy’s Terms & Conditions. It applies to all customers with an active, paid subscription/package with Maidvy (a service of Logibyte Technologies) and governs how replacement requests for domestic staff (“Helper”) are raised, evaluated, and processed.
Maidvy offers a replacement facility to customers on an active subscription plan, under which we make reasonable efforts to arrange a suitable alternate Helper if the originally placed Helper is unable to continue, is unsuitable for the assigned work, or leaves the engagement. This facility is a value-added benefit tied to your subscription and is subject to the terms set out below.
2.1 Replacement requests are subject to verification and approval by Maidvy.
2.2 Replacements will be processed in accordance with the customer's active subscription plan and its applicable benefits.
2.3 The number of replacements available to a customer depends on the specific subscription plan purchased, as communicated at the time of booking.
Maidvy will make reasonable efforts to arrange a suitable replacement at the earliest possible opportunity. The standard replacement turnaround time (TAT) is generally between 2 and 15 working days. However, depending on factors such as the customer's location, job requirements, staff availability, language preferences, experience level, festive seasons, or other operational circumstances, the replacement process may take longer and can extend up to 55 working days. The timeline stated here is indicative and not guaranteed.
4.1 The replacement timeline mentioned in Section 3 is an estimated operational timeframe and should not be construed as a guaranteed delivery commitment.
4.2 Every replacement request is handled on a best-effort basis, balancing speed with the quality and suitability of the replacement Helper.
5.1 Replacement is subject to the availability of suitable candidates matching the customer's stated requirements.
5.2 Additional or revised requirements requested by the customer after the original booking (such as a change in preferred language, experience level, or working hours) may increase the replacement timeline.
Maidvy is committed to the fair and dignified treatment of all Helpers placed through the Platform. Accordingly, Maidvy reserves the right to refuse or reject a replacement request where any of the following circumstances are identified:
6.1 The customer or any member of the customer's household verbally abuses, threatens, intimidates, or uses offensive language towards the Helper.
6.2 The Helper is subjected to physical abuse, harassment, or any other form of inappropriate behaviour.
6.3 The customer discriminates against the Helper on the basis of caste, religion, race, ethnicity, language, gender, place of origin, or any other protected characteristic.
6.4 The customer creates an unsafe, hostile, or unhealthy working environment for the Helper.
6.5 The customer fails to provide the agreed working conditions, salary, food, accommodation (for live-in staff), or other mutually agreed facilities.
6.6 The customer asks the Helper to perform duties that were not originally agreed upon, without the Helper's and Maidvy's mutual consent.
6.7 The customer violates any applicable law or Maidvy’s Terms & Conditions.
6.8 The customer provides false, misleading, or incomplete information while raising a replacement request.
6.9 The customer attempts to directly hire, influence, or engage the Helper outside of Maidvy, in violation of the applicable service agreement.
6.10 The customer has outstanding payments, unpaid dues, or is otherwise in breach of any contractual obligation to Maidvy.
8.1 This Replacement Policy is valid only during the active subscription period and is governed by the terms of the customer's selected subscription plan.
8.2 Maidvy reserves the right to review, approve, or decline replacement requests that do not comply with this Policy.
Replacement requests must be raised through official Maidvy channels – customer support, WhatsApp, or your assigned Relationship Manager – along with reasonable detail of the issue faced, to enable prompt verification and processing. You can also submit a request via the Replacement Request page.
Any grievance regarding this Policy or a replacement request may be addressed to our Grievance Officer:
This Policy shall be governed by the laws of India. Any disputes arising in connection with this Policy shall be subject to the exclusive jurisdiction of the courts at Delhi, India.
