Terms of Service

1About these terms

These Terms of Service govern your use of eldrly.in and the services provided by Umesh Vegda 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.

2What 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.

3Eligibility 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.

4Bookings, 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.

5Cancellation and refunds

Cancellation and refund terms are set out in full in our Cancellation & Refund Policy, which forms part of these terms. In summary: how much is refunded depends on how much notice you give, refunds are always returned to the original payment method, and we refund in full where we fail to staff your booking.

The full policy is the version that applies. It is a separate page, rather than a clause here, so that a customer can find it quickly, and so that one document cannot drift out of step with another that says the same thing in different words.

6Your 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.

7Equipment 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.

8Care 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.

9Medical 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.

10Limitation 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.

11Marketplace disclosures

Eldrly is an e-commerce entity operating in the marketplace model, and the following are published under Rules 4 and 5 of the Consumer Protection (E-Commerce) Rules, 2020.

• Legal name of the entity: Umesh Vegda Private Limited.
• Principal geographic address, customer care contact and Grievance Officer details: as published at the foot of this page and at /contact.
• We do not adopt any unfair trade practice, whether in the course of business on the platform or otherwise.
• We do not manipulate the price of a service to gain an unreasonable profit, and we do not discriminate between consumers of the same class or make an arbitrary classification affecting their rights.
• We do not use the name or brand of a care partner in a way that suggests they are our employee, and we do not falsely represent ourselves as a consumer or post reviews about our own services.
• Care is delivered by independent professionals listed on the platform. Their qualifications and registration are verified before approval; their clinical judgement remains their own, and our responsibility is as stated in clause 10.

12How you may not use the platform

These rules are published as due diligence under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021. You must not host, display, upload, publish, transmit or share anything that:

• belongs to another person and to which you do not have any right;
• is obscene, paedophilic, invasive of another’s privacy including bodily privacy, insulting or harassing on the basis of gender, racially or ethnically objectionable, or otherwise inconsistent with any law in force;
• is harmful to a child;
• infringes a patent, trademark, copyright or other proprietary right;
• deceives or misleads about the origin of a message, or knowingly communicates information which is patently false or misleading but may reasonably be perceived as a fact;
• impersonates another person, including by using another person’s identity documents or professional registration;
• threatens the unity, integrity, defence, security or sovereignty of India, friendly relations with foreign States, or public order, or causes incitement to any cognisable offence;
• contains a software virus or any code designed to interrupt, destroy or limit the functionality of any computer resource.

13Things you must not do

Beyond content, the following are breaches of these terms and may end your access immediately.

• Engaging a care partner introduced to you through Eldrly outside the platform, while your booking runs and for six months after it ends. The verification, the insurance position and the grievance route that protect you do not follow the partner off the platform.
• Attempting to obtain a care partner’s personal contact details for a purpose other than the visit, or contacting them for anything other than the care they were assigned.
• Scraping, indexing, reverse engineering, or attempting to gain unauthorised access to any part of the platform or its data. Sections 43 and 66 of the Information Technology Act, 2000 apply to such attempts.
• Booking in a false name, using another person’s payment instrument, or giving an address at which you have no authority to admit a visitor.
• Recording a care partner in your home without telling them, or publishing such a recording.

14Intellectual property

The Eldrly name, logo, platform, software, designs and written material are owned by us or licensed to us, and are protected under the Copyright Act, 1957 and the Trade Marks Act, 1999. Using the service gives you a personal, non-transferable, revocable licence to use it for booking care, and nothing more.

Anything you submit that is not personal data, a review, a suggestion, a photograph you choose to send us; you licence to us to use in operating and improving the service. You keep ownership of it.

15Third-party services

Payments are processed by our payment gateway, maps and location by our mapping provider, and messaging and notification by our communication providers. Each is governed by its own terms and privacy policy, and we do not control them.

We are responsible for choosing them with care and for the instructions we give them. We are not responsible for an outage, a decline or a delay that occurs inside a third-party system, though we will tell you what happened and help you resolve it.

16Indemnity

You agree to indemnify Eldrly and our officers and employees against any claim, loss, liability or reasonable legal cost arising out of your breach of these terms, your violation of any law, or your infringement of a third party’s rights.

This does not apply to anything caused by our own negligence or breach, and it does not extend to any liability that cannot be excluded under Indian law.

17Events outside our control

We are not liable for a failure or delay caused by an event beyond our reasonable control, an act of God, flood, fire, epidemic or pandemic, government order or lockdown, civil unrest, strike, failure of a telecommunications or power network, or the failure of a third-party payment or cloud provider.

If such an event prevents a booked visit, we will reschedule it or refund it under the Cancellation & Refunds policy. We will not treat a force-majeure event as a reason to keep money for care that was never delivered.

18Suspension and termination

You may close your account at any time from your profile, or by writing to us. Closing it does not cancel a booking already under way, and does not entitle you to a refund except under the Cancellation & Refunds policy.

We may suspend or end your access where you breach these terms, where a payment is not honoured, where we reasonably believe the account is being used fraudulently, or where a care partner is put at risk. Where we suspend an account we tell you why and give you an opportunity to respond, unless doing so would put somebody at risk.

Clauses 9, 10, 14, 16, 19, 20 and 21 survive the end of this agreement.

19Resolving a dispute

Start with the Grievance Officer named at the foot of this page. We acknowledge within 24 hours and resolve consumer complaints within 30 days.

If a dispute is not resolved that way, and it is not a consumer dispute, it shall be referred to arbitration by a sole arbitrator appointed by agreement between the parties under the Arbitration and Conciliation Act, 1996. The seat and venue of arbitration shall be Mumbai, Maharashtra, the language shall be English, and the award shall be final and binding.

This arbitration clause does not apply to a consumer dispute. Indian law does not permit a consumer to be compelled to arbitrate, and we do not ask you to give up a right the law does not allow you to give up: your right to approach a District, State or National Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019 stands whatever else this document says.

20Governing law and jurisdiction

These terms are governed by and construed in accordance with the laws of India. Subject to clause 19, the courts at Mumbai, Maharashtra shall have exclusive jurisdiction.

This is without prejudice to your right to file a consumer complaint where you reside or work, which the Consumer Protection Act, 2019 gives you regardless of this clause.

21General

These terms, together with the Privacy Policy and the Cancellation & Refunds policy, are the entire agreement between you and Eldrly about the service, and replace anything said before.

If any clause is found unenforceable, the rest continues to apply, and that clause is read down to the minimum extent that makes it enforceable. If we do not enforce a right on one occasion, we do not give it up.

You may not assign your rights under these terms. We may assign ours to a successor of our business, and will tell you if we do.

These terms are concluded electronically and are enforceable under section 10A of the Information Technology Act, 2000. Notices to you go to the mobile number or email on your account and are treated as received when sent; notices to us go to the addresses at the foot of this page.

These terms are published in English. A translation, if we provide one, is for convenience, and the English text prevails.

22Changes 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 23 August 2026.