Trust & safety
Trust is the whole product.
You are asking us to stand where you would stand. Here is how we take that seriously, for your family and for the people we send.
Who we send
We look for people we would feel comfortable sending to our own family. Capability can be taught. How someone naturally treats another human being cannot.
Verification and suitability
Every Nawa representative goes through our multi-stage verification and suitability process before they can assist a family. Each assignment is briefed with only the details that assignment needs.
The Nawa Help Code
Before a physical service begins, the representative and family member confirm the Nawa Help Code, so both sides know they are meeting the right person for the right assignment.
Cashless throughout
You pay in Nawa. Representatives never collect money, and nothing changes hands at your family's home.
A person reviews every request
Technology helps us understand and prepare. A human decides whether Nawa can take something on, and takes responsibility for it.
Safety on both sides
Our representatives can pause, ask for judgement or contact Operations at any moment. Asking for help is treated as good judgement, not weakness.
Service boundaries
What we won't take on, in plain words.
Saying no clearly is part of being trustworthy. These are the lines we hold.
- Medical decisions
- We can get your family to an appointment, wait with them and relay what was said. We are not clinicians and we don't give medical advice or make medical decisions.
- Cash and valuables
- If your family needs help getting to the bank, we can look at how we can help. If the visit involves carrying a significant amount of cash or something valuable, tell us beforehand. It isn't about whether we trust our people. We do. We also have a responsibility to keep them, and your family, safe. Carrying valuables simply isn't the service we're set up to provide.
- Emergencies
- Nawa is not an emergency service. If someone is in immediate danger in Bangladesh, call 999 first. We are available 24/7 to take your call and help coordinate the next step, but we cannot promise a physical representative at short notice.
- Security and legal matters
- We are not a security company or a legal practice. Where a situation needs one, we'll say so and help you find the appropriate provider.
- Entering the home
- A representative only enters a home when that has been agreed in advance and the person at home is comfortable with it. Otherwise we wait outside.
Privacy
Family details are shared narrowly.
What you tell us is used to arrange and deliver the service you asked for. A representative sees only what they need for their assignment: who they are meeting, where, and what they are there to do.
Photos, notes and voice messages from a service are kept with that service record so you can look back at what happened.
Our full privacy notice and terms are being prepared with our advisers before launch. If you have a specific question about your information in the meantime, ask us directly and we'll answer it properly.
Terms
What we promise, and what we don't.
We will tell you honestly what we can arrange, what it should cost, and what actually happened. We will not make guarantees about outcomes that depend on hospitals, offices, traffic or third parties.
We don't claim insurance cover, guaranteed response times or nationwide availability. When we can commit to something, it will be written down here in plain language.