Terms of Service

1. About these terms

These Terms of Service govern your use of eldrly.in and the services provided by Eldrly Home Care Private Limited. By creating an account, booking care or renting equipment, you agree to these terms.

These terms are published in accordance with the Information Technology Act, 2000 and the Consumer Protection (E-Commerce) Rules, 2020. They constitute an electronic record and do not require a physical signature.

2. What Eldrly is — and is not

Eldrly is a technology platform that connects families with independent, verified care professionals and supplies medical equipment on rental. We verify credentials, coordinate scheduling and handle payment.

Eldrly is not a hospital, nursing home or clinical establishment, and does not practise medicine. Clinical decisions are made by qualified professionals exercising their own judgement.

Eldrly is not an emergency service. In a medical emergency call 108, or your nearest hospital, immediately. Do not use this platform to seek emergency assistance.

3. Eligibility and your account

You must be at least 18 years old and capable of entering a contract under the Indian Contract Act, 1872. You are responsible for the accuracy of the information you provide, including the service address and any patient condition or care requirement.

Your account is verified by a one-time password sent to your mobile number. You are responsible for activity carried out through your account, and must tell us promptly if you believe it has been used without your authorisation.

4. Bookings, pricing and payment

Prices are displayed in Indian Rupees and are charged per month for the tenure you select. Tenure discounts, where applicable, are applied automatically and shown before payment. Prices exclude medicines, consumables and any charges stated separately.

All prices are recalculated on our servers at the time of payment. Where a displayed price differs from the correct price because of a technical error, the correct price applies and we will contact you before proceeding.

Payments are processed by Razorpay. We do not store your card number, CVV, UPI PIN or bank credentials. Your booking is confirmed once payment is verified.

5. Cancellation and refunds

Our cancellation policy is set out below. Refunds, where due, are returned to the original payment method.

• Cancellation before the service start date and before a care professional has been assigned: full refund, less any payment-gateway charge that is not recoverable.
• Cancellation after a care professional has been assigned but before service begins: refund less a reasonable assignment charge, communicated to you before it is applied.
• Cancellation after service has begun: refund calculated on a pro-rata basis for the unused portion of the tenure.
• Equipment rental: cancellation before dispatch is refunded in full. After delivery, charges apply for the period the equipment was with you, plus collection charges where applicable.
• Refunds are initiated within 7 working days of approval. The time taken to reach your account depends on your bank or payment provider.

6. Your responsibilities

To let us deliver care safely, you agree to the following.

• Provide accurate and complete information about the patient’s condition, including allergies, medication and mobility limitations.
• Provide a safe working environment for the care professional, free from harassment, abuse or discrimination.
• Not engage a care professional introduced through Eldrly outside the platform for the duration of your engagement and for three months afterwards.
• Use rented equipment in accordance with its instructions, and return it in the condition it was supplied, allowing for fair wear and tear.
• Not misuse the platform, attempt to gain unauthorised access, or interfere with its security features.

7. Equipment rental

Rented equipment remains the property of Eldrly or its supplier at all times. You are responsible for loss or damage beyond fair wear and tear while the equipment is in your possession, and charges for repair or replacement may apply.

Certain equipment, including oxygen concentrators and ventilation devices, requires a valid prescription. You confirm you hold one where required, and that settings will be established by a qualified clinician.

8. Care professionals

Care professionals are verified before onboarding, including identity and, where applicable, professional registration. Verification reduces risk; it does not eliminate it, and it is not a warranty of any particular outcome.

We aim to provide a replacement where an assigned professional is unavailable. Replacement timelines depend on availability in your area.

9. Medical disclaimer

Content on this platform, including the care guides, is general information and not medical advice. It must not be used to diagnose or treat any condition, or to replace consultation with a qualified medical practitioner.

Always seek the advice of a physician with any question about a medical condition. Never disregard professional medical advice, or delay seeking it, because of something you read here.

10. Limitation of liability

To the extent permitted by law, our aggregate liability arising out of or in connection with the services is limited to the total amount you paid to Eldrly for the booking giving rise to the claim.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, for fraud, or for any liability that cannot lawfully be excluded — including your rights as a consumer under the Consumer Protection Act, 2019.

11. Governing law and jurisdiction

These terms are governed by the laws of India. The courts at Mumbai, Maharashtra shall have exclusive jurisdiction, without prejudice to your right to approach a consumer forum under the Consumer Protection Act, 2019.

12. Changes to these terms

We may amend these terms as the service or the law changes. Continued use after an amendment constitutes acceptance. This version is effective from 27 July 2026.