A Bengaluru woman who turned to an online domestic-help platform for childcare support but was left without a maid despite payment has won a consumer case, with the court ordering the platform to pay over Rs 32,000 in refund and compensation.
The Dispute
Suwetha Muthanna, 40, a full-time professional and mother of an infant, urgently needed domestic help. She discovered BookMyBai, the consumer-facing brand of Mumbai-based Nano Job Consultants Private Limited, which offers online sourcing and placement of housemaids. After registering on the platform and paying a Rs 1,000 registration fee, she paid an additional Rs 21,420 as directed, with an agreement that a maid named Sujatha would start work at her residence on March 30, 2024. However, Sujatha neither reported for duty nor appeared on the agreed date.
When Suwetha requested a replacement, the company promised one but delayed. Unable to manage her professional and childcare responsibilities, she arranged alternative help through friends. She formally requested cancellation and a full refund of Rs 22,420, contacting the company repeatedly via email, WhatsApp, and phone calls. The company refused, citing a policy of issuing refunds only as vouchers.
Legal Action
Frustrated, Suwetha sent a legal notice on May 27, 2024, and lodged a grievance with the National Consumer Helpline. Receiving no response, she filed a consumer complaint on September 4, alleging unfair trade practice, deficiency of service, negligence, mental agony, transport costs, and litigation expenses.
In its defense, BookMyBai argued that Sujatha was selected by Suwetha from multiple profiles, and the complainant insisted on a Saturday joining date even though the maid was ready earlier in the week. The company claimed the maid fell ill on the morning she was due to report. It also stated that it arranged a replacement named Selvi, who could only join the following Monday, and that a two-day delay did not constitute deficiency. On the refund, the company said it had issued a voucher for the full amount, in line with its terms and conditions.
Court Ruling
The commission, comprising president Vijaykumar M Pawale and member Anuradha V, noted that the company failed to produce convincing evidence. It held that retaining money without providing the promised service amounted to deficiency in service and unfair trade practice. On May 18, the commission ordered BookMyBai to refund Rs 22,420 with 8% annual interest from March 28, 2024, until realization, along with Rs 10,000 in compensation for mental agony and litigation costs.
