Terms & Conditions

MyHelp is a brand and service operated by SATTVACARE Private Limited. SATTVACARE Private Limited provides and operates the MyHelp technology platform and related service-support functions. Any service-specific agreement, quotation, employment arrangement or locally required contract may contain additional terms and will identify the relevant parties.

MyHelp helps households discover and engage household-support professionals, including nannies, housekeepers, cooks and chefs, house managers, gardeners, drivers, security personnel, dog walkers and pet carers, relief staff, and event or hospitality support staff (“Professionals”).

Depending on the service, MyHelp may facilitate:

• Customer service requests and requirement gathering;
• Professional registration, profile creation and document collection;
• Identity, qualification, reference or background-verification processes;
• Shortlisting, matching, introductions and interview coordination;
• Onboarding coordination, follow-up support and replacement assistance;
• Booking, scheduling, communications, payments for MyHelp fees, feedback and customer support; and
• Other services described on the Platform or in a separate written quotation or agreement.

Features and service availability may vary by location and may change over time. The description shown at the time of a request, quotation, booking or purchase forms part of the applicable service terms.

You may use the Platform only if you are legally capable of entering into a binding agreement and your use is permitted by applicable law.

If you use the Platform for a household, employer, company or other organisation, you confirm that you are authorised to act for that person or organisation and to bind it to these Terms.

The Platform is not intended to be independently used by children. A parent, guardian or other legally authorised adult must manage any childcare request and any account involving a minor.

We may refuse registration or restrict access where we reasonably believe that eligibility, authority, safety or legal requirements are not met.

Some features require an account. You agree to provide accurate, current and complete information; keep it updated; protect your login credentials and one-time passwords; and notify us promptly of suspected unauthorised access.

You must not create an account using another person’s identity or allow another person to use your account in a way that misrepresents who is acting. You remain responsible for activity through your account to the extent permitted by law.

We may ask for additional information reasonably required to verify your identity, assess a service request, prevent fraud or meet legal obligations.

Professionals may be required to provide identification, photographs, contact information, work history, qualifications, capabilities, availability, references, address or location information, and other relevant records.

We may verify or facilitate verification of supplied information through documents, interviews, referees, authorised databases or specialist providers. A badge, status or statement on a profile reflects the checks completed at the relevant time and within their stated scope.

No verification, screening, reference or background check can eliminate all risk or guarantee a Professional’s future conduct, suitability, health, reliability or performance. Customers must still exercise reasonable judgement and conduct any additional checks appropriate to their household and the role.

Customers agree to:

• Provide complete and accurate information about duties, location, schedule, household circumstances, children, pets, accommodation (if any), risks and special requirements;
• Use Professionals only for lawful, agreed and reasonably safe duties;
• Treat Professionals fairly, respectfully and without unlawful discrimination, harassment, abuse, exploitation or threats;
• Provide a safe working environment, necessary instructions and appropriate equipment;
• Protect Professional information and obtain permission before photographing, recording or publishing content about a Professional;
• Pay all agreed MyHelp fees and, where the Professional is directly engaged by the household, pay the Professional fully and on time; and
• Promptly report material changes, safety concerns, misconduct, incidents or service issues.

Professionals agree to:

• Provide truthful, current and complete identity, experience, qualification, availability and reference information;
• Perform only agreed duties and do so professionally, carefully, lawfully and within their competence;
• Treat customers, children, household members, colleagues and property respectfully;
• Follow lawful household instructions, safeguarding requirements and reasonable safety procedures;
• Keep household addresses, access details, routines, family information, images, recordings and other confidential information private;
• Not bring unauthorised persons into a household or photograph, record, copy or publish household information without permission;
• Immediately disclose any material change affecting eligibility, availability or ability to perform a service safely; and
• Comply with applicable laws, licences and role-specific requirements.

Unless a separate written agreement expressly states otherwise, MyHelp acts as a facilitator and recruitment or placement-support provider. MyHelp introduces and supports customers and Professionals but is not the employer of a Professional and does not employ the customer.

Where a household directly selects and engages a Professional, the household and Professional form their own working or service relationship. The household is responsible for agreeing lawful written terms where required and for employer or engager obligations that may apply, including wages, working hours, rest, leave, housing or housing allowance, statutory deductions or contributions, tax, insurance, workplace safety and termination.

The household normally pays the Professional directly. MyHelp fees are separate from the Professional’s wages unless the Platform or a separate written agreement clearly states that MyHelp will collect or administer a particular payment.

If MyHelp separately employs, contracts with, seconds or manages a Professional, the relevant written agreement will define that arrangement and will prevail over this section to the extent of any inconsistency.

We may use service requirements, skills, experience, location, availability, qualifications, preferences, verification results, feedback and other relevant information to prepare matches or recommendations.

A shortlist, match, recommendation, introduction or profile is not a promise that a Professional will be available, accept an engagement, remain in an engagement or meet every preference. The customer makes the final interview, selection and engagement decision.

Professionals decide whether to accept an introduction, interview or engagement, subject to any separate agreement they have accepted.

A service request is an invitation for MyHelp to assess or source the requirement; it is not automatically a confirmed booking or placement. Confirmation occurs only when MyHelp provides confirmation through the Platform or in writing and any stated preconditions have been met.

Customers must provide accurate interview and scheduling details. Customers and Professionals should attend confirmed interviews and promptly communicate changes. Availability, profiles and proposed start dates may change before final confirmation.

We may decline, pause, cancel or modify a request where reasonably necessary because of safety, suspected fraud, inaccurate information, non-payment, Professional availability, technical issues, legal requirements or circumstances outside our reasonable control.

MyHelp may charge placement, recruitment, verification, booking, subscription, service, convenience, replacement or other fees. The amount, taxes, payment schedule and included services will be displayed or communicated before you commit, where reasonably practicable.

A quotation may have an expiry date and may be subject to stated assumptions. You authorise us and our payment providers to process amounts you approve. Third-party payment providers may apply their own terms.

Except where clearly stated, MyHelp fees do not include a Professional’s wages, statutory benefits, household expenses, transport, accommodation, food, insurance, equipment or other direct engagement costs.

You must not use fraud, misrepresentation or an off-platform arrangement to avoid an agreed and disclosed MyHelp fee after accepting a quotation, booking or placement service.

Cancellation, rescheduling and refund rights depend on the service, work already performed, timing and any service-specific terms shown during the request or purchase process. Our separate Cancellation and Refund Policy, where published, forms part of these Terms.

Amounts paid directly to a Professional are governed by the arrangement between the customer and Professional and are not refundable by MyHelp unless MyHelp collected the amount and expressly agreed to administer the refund.

Nothing in these Terms removes any cancellation, refund or other consumer right that cannot lawfully be excluded. If a service-specific term conflicts with a mandatory legal right, the mandatory right prevails.

If a selected Professional becomes unavailable, leaves, or a placement encounters a material issue, MyHelp may provide the replacement support described in the applicable package, quotation or Replacement Policy.

Replacement support may include reviewing the issue, sourcing an alternative profile, coordinating interviews or rescheduling. It does not guarantee immediate availability, identical skills, a successful placement or continued service by any Professional.

Eligibility, time limits, exclusions and any additional charges for replacement support will be those communicated for the relevant service. Customers must notify us promptly and cooperate reasonably with the replacement process.

Users must immediately report credible concerns involving abuse, harassment, violence, theft, exploitation, trafficking, child safety, threats, unsafe working conditions, serious misconduct or other significant risk.

We may preserve relevant records, restrict communication, suspend accounts, pause a placement or cooperate with competent authorities where reasonably necessary or legally required. We will handle reports with appropriate sensitivity but cannot promise complete confidentiality where disclosure is needed to protect a person or comply with law.

MyHelp is not an emergency service. In an emergency, first contact the appropriate emergency service, police, medical provider or other competent authority, and contact MyHelp after immediate safety has been addressed.

For childcare services, the customer must provide accurate information about each child’s age, needs, allergies, medication, routines, authorised caregivers, emergency contacts and any known risks. Customers must give clear instructions and make appropriate emergency arrangements.

No user may use the Platform to facilitate unlawful, abusive, exploitative, neglectful or unsafe conduct involving a child. MyHelp may apply additional safeguarding, consent, interview or verification steps to childcare services.

Users may learn private information about households, Professionals or other persons. They must use that information only for the relevant Platform service and must not disclose it without authority, except where disclosure is required by law or reasonably necessary to address an immediate safety concern.

Users must not publish addresses, access codes, schedules, family details, identity documents, contact details, photographs, recordings or private communications without an appropriate lawful basis and permission.

These confidentiality duties continue after a request, booking, placement, engagement or account ends.

We may send transactional or service communications through email, SMS, telephone, WhatsApp, push notifications or in-app messages, including login codes, request updates, interview details, safety notices, payment information and support messages.

Marketing communications will be sent only as permitted by law. Where an opt-out is available, you may use it at any time; however, you may still receive communications necessary to operate your account or provide a requested service.

You are responsible for keeping your contact details current and for checking messages relating to an active request, interview, booking or placement.

Where reviews or ratings are available, they must be honest, relevant, based on genuine experience and expressed respectfully. They must not contain unlawful, discriminatory, defamatory, threatening, harassing, confidential or misleading material.

We may moderate, restrict or remove feedback that appears to violate these Terms or law, and may investigate suspected manipulation. We do not endorse every user statement and do not guarantee that feedback is complete or accurate.

You retain ownership of content you submit, such as profile information, photographs, documents, messages, reviews and comments (“User Content”). You confirm that you have the rights and permissions needed to provide it.

You grant MyHelp a non-exclusive, worldwide, royalty-free licence to host, copy, display, adapt and transmit User Content only as reasonably needed to operate, secure, support and improve the Platform, provide requested services, comply with law and enforce these Terms. This licence ends when the content is no longer reasonably required, subject to legal retention duties, backups and our Privacy Policy.

We may remove or restrict User Content that violates these Terms, infringes rights, creates risk or is unlawful.

You must not:

• Use the Platform for unlawful, exploitative, discriminatory, abusive or fraudulent conduct;
• Provide false information, impersonate another person or falsify verification records;
• Access or attempt to access another user’s account or non-public Platform systems;
• Introduce malware, disrupt the Platform, circumvent security or test vulnerabilities without written permission;
• Scrape, harvest, sell or misuse Platform or personal data;
• Harass, threaten, stalk, exploit or traffic another person;
• Manipulate reviews, bookings, referrals, payments or Platform metrics;
• Use contact or household information for an unrelated purpose; or
• Help another person do any prohibited act.

The Platform, MyHelp name and branding, logos, designs, text, graphics, images, software, databases, workflows, interfaces and other platform materials are owned by or licensed to SATTVACARE Private Limited, except for User Content and materials expressly identified as belonging to others.

We give you a limited, personal, non-exclusive, non-transferable and revocable right to access and use the Platform for its intended purpose. You may not copy, modify, distribute, sell, reverse engineer, commercially exploit or create derivative works from protected Platform materials except where law permits or we give prior written permission.

The Platform may use payment, communications, mapping, identity-verification, background-check, analytics, hosting, cloud-storage and other third-party services. It may also link to third-party websites.

Third parties operate under their own terms and privacy notices. MyHelp is not responsible for their independent acts, omissions, availability or security practices, except to the extent responsibility cannot lawfully be excluded. A link does not necessarily mean that MyHelp endorses the third party.

We aim to keep the Platform available and accurate but do not promise uninterrupted or error-free operation. Maintenance, updates, connectivity failures, cyber incidents, third-party outages or events outside our reasonable control may affect access.

We may add, modify, suspend or discontinue a feature or service where reasonably necessary. We will give notice where required by law or where a change materially affects an already-purchased service and notice is reasonably practicable.

To the extent permitted by law, the Platform and its content are provided for facilitating household-staffing services and are not a guarantee of any user’s identity, conduct, availability, suitability, performance or continued engagement.

Verification and matching reduce uncertainty but do not eliminate risk. Customers and Professionals remain responsible for their own decisions, interviews, agreements, supervision, safety precautions and compliance obligations.

Nothing on the Platform is legal, tax, employment, medical or insurance advice. Users should obtain professional advice for their specific circumstances where needed.

To the maximum extent permitted by law, MyHelp will not be liable for indirect, incidental, special, punitive or consequential loss, or for loss of profit, opportunity, goodwill or data, arising from use of the Platform or a relationship between a customer and Professional.

MyHelp is not responsible for acts or omissions of a customer or independently engaged Professional merely because the parties met through the Platform. This does not exclude responsibility that applicable law places on MyHelp for its own acts or omissions.

Nothing in these Terms excludes or limits liability for fraud, wilful misconduct, death or personal injury caused by negligence, or any other liability that cannot lawfully be excluded or limited. Mandatory consumer rights remain unaffected.

To the extent permitted by law, you will indemnify MyHelp and its officers, employees and representatives against third-party claims, losses, liabilities and reasonable costs arising from your material breach of these Terms, fraud, unlawful conduct, infringement of another person’s rights, or unlawful User Content.

This obligation does not apply to the extent a claim resulted from MyHelp’s own unlawful conduct, fraud, wilful misconduct or negligence, or where the indemnity would be prohibited by law.

We may suspend, restrict or terminate access where we reasonably believe these Terms have been materially breached; information is false; payment is overdue; fraud, abuse or a safety or security risk exists; or action is required by law.

Where reasonably practicable and safe, we may give notice and an opportunity to respond. Immediate restriction may be necessary for urgent safety, fraud, legal or security reasons.

You may stop using the Platform and request account closure, subject to outstanding payments, active services, legal retention requirements and our Privacy Policy. Provisions that by nature should continue, including confidentiality, intellectual property, payment, liability and dispute provisions, survive termination.

Our Privacy Policy explains how we collect, use, disclose, store, retain and protect personal information and how individuals may exercise their rights. It forms part of these Terms.

By using the Platform, you acknowledge that you have reviewed the Privacy Policy. Where consent is the applicable legal basis, we will request it separately as required; acceptance of these Terms is not a substitute for any consent that law requires to be specific and informed.

Users must not upload another person’s identity, health, child, reference, background-check or other personal information unless they are authorised to do so and have provided any legally required notice.

We may update these Terms to reflect service, technology, business, security, legal or regulatory changes. The revised version will show an updated date and will be made available on the Platform.

Where required by law or where a change materially affects an existing paid service, we will provide additional notice or request consent. Continued use after the effective date of an update constitutes acceptance only to the extent permitted by law.

Please contact us first with a complaint, including relevant dates, account or request details and the outcome sought. We will make reasonable efforts to acknowledge, review and respond through our customer-support process.

Nothing in this section prevents a person from reporting a matter to a competent authority or exercising a mandatory statutory right. If a dispute cannot be resolved internally, the parties may use any applicable statutory, regulatory, mediation or court process.

These Terms are governed by the laws of Kenya, without limiting any mandatory rights that may apply to a consumer or user under another applicable law.

Subject to mandatory dispute-resolution and consumer-protection requirements, disputes arising from these Terms or the Platform will be subject to the jurisdiction of the competent courts of Kenya.

• Severability. If a provision is invalid, unlawful or unenforceable, it will be modified or removed only to the minimum extent necessary, and the remaining provisions will continue.
• No waiver. A delay or failure to enforce a right is not a waiver of that right.
• Assignment. You may not transfer your account or rights under these Terms without our prior written consent. We may transfer our rights and obligations as part of a lawful reorganisation, financing, merger, acquisition or sale of business, subject to applicable law.
• Entire agreement. These Terms, the Privacy Policy, applicable service description, accepted quotation and any policy or written agreement expressly incorporated by reference constitute the agreement governing the relevant use of the Platform. A separately signed agreement prevails to the extent of a direct inconsistency.

For questions about these Terms:

Country of publication for these Terms: Kenya.

By accessing or using the Platform, you confirm that you have read, understood and agreed to these Terms & Conditions.