Bengaluru: A full-time job and an infant at home prompted a Bengaluru woman to seek reliable childcare support through an online domestic-help platform. However, the house help failed to report for duty despite payment, leading to a dispute that culminated in a consumer court ordering the platform to pay over Rs 32,000 in refund and compensation to the complainant.
The Complaint
The case began when Suwetha Muthanna, 40, 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 house helps. Suwetha registered on the platform, paying a Rs 1,000 registration fee, and later an additional Rs 21,420 as directed by the company. An agreement was made for a domestic help to commence service at her residence on March 30, 2024. However, the house help, identified as Sujatha, neither reported for duty nor appeared on the agreed date.
Suwetha stated that when she requested a replacement, the company promised one but failed to act promptly. Left without help and unable to manage her professional commitments alongside childcare, she made alternative arrangements through friends. She formally requested cancellation of her subscription and a full refund of Rs 22,420, reaching out repeatedly via emails, WhatsApp, and phone calls. The company refused, citing its internal policy of issuing refunds only in the form of 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 expenditure, and litigation costs.
Defense by BookMyBai
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 house help was ready to join earlier in the week. They claimed the house help fell ill on the morning she was due to report. The company also stated it had arranged a replacement named Selvi, who could only join the following Monday, and that a two-day delay did not amount to deficiency of service. On the refund, the company contended it had already issued a voucher for the full amount paid, in line with its terms and conditions known to the complainant at registration.
Consumer Court Verdict
After hearing both sides, the commission noted that the company failed to produce convincing evidence to support its claims. It held that retaining the money without providing the promised service amounted to a deficiency in service and an unfair trade practice.
The commission, comprising president Vijaykumar M Pawale and member Anuradha V, on May 18 ordered BookMyBai to refund Rs 22,420 with interest at 8% per annum from March 28, 2024, till realisation, along with Rs 10,000 in compensation for mental agony and litigation costs.
About the Author
Vindhya Pabolu is a correspondent covering consumer-related, RERA, legal, and civic issues. Her reports focus on everyday challenges faced by residents, ranging from water and garbage mismanagement to property disputes and traffic. Her stories are rooted in real voices and local contexts, with a focus on accountability and systemic gaps in urban administration.
