Terms of Service

01Acceptance of Terms

By accessing, browsing, registering on, downloading, installing, or otherwise using the ayusaathi platform (the “Platform”), including our website, mobile applications, and any related care services (collectively, the “Services”), you confirm that you have read, understood, and irrevocably agree to be bound by these Terms, our Privacy Policy, and any other policies referenced herein. If you do not agree, you must not access or use the Platform or the Services.

If you are accepting these Terms on behalf of another person (for example, an elderly parent or family member who will receive care), you represent and warrant that you have the legal authority to do so and to bind that person to these Terms.

02Definitions

For the purposes of these Terms, unless the context otherwise requires:

• “Platform” means the ayusaathi website, mobile applications, web applications, APIs, and all related interfaces.
• “Services” means the elder-care facilitation, scheduling, monitoring, and AI-assisted oversight services made available through the Platform, including the three care tiers described in Section 4.
• “Saathi” or “Caregiver” means an independent care professional engaged through the Platform to provide care visits to the Care Recipient.
• “Care Recipient” means the person (typically an elderly individual or recovering patient) who receives in-person care from a Saathi.
• “User” or “Subscriber” means the individual who registers, subscribes to, or pays for the Services on behalf of themselves or a Care Recipient.
• “AI Features”means any feature, tool, output, or interface within the Platform that uses artificial intelligence, machine learning, or large language model technology, including without limitation the “Diksha” conversational assistant, AI-generated visit summaries, vitals interpretation, health trend analysis, and automated alerts.
• “Content” means any text, photographs, recordings, vitals data, chat logs, documents, or other material generated, uploaded, captured, or stored on the Platform.
• “Applicable Law” means all applicable statutes, rules, regulations, notifications, and orders of India in force from time to time.

03Eligibility

To use the Services, you represent and warrant that you (a) are at least 18 (eighteen) years of age, (b) are competent to enter into a binding contract under the Indian Contract Act, 1872, (c) are not barred from receiving services under Applicable Law, and (d) will provide accurate, current, and complete information when creating an account or booking a service.

The Services may be subscribed to on behalf of a Care Recipient who may be of any age, provided that the User holds appropriate legal authority (familial relationship, power of attorney, or guardianship) to make care decisions for the Care Recipient.

04Description of Services

ayusaathi operates a technology platform that facilitates the engagement of verified, trained, independent caregivers (Saathis) for in-person elder-care visits, and provides AI-assisted oversight tools that allow Users to monitor, review, and stay informed about the care being delivered to their Care Recipient.

The Services are currently offered in three tiers:

• Saathi, the base tier, which provides scheduled in-person visits by a verified Saathi.
• Saathi Care, an enhanced tier, which adds vitals capture, photo proof of visits, and a family dashboard.
• Saathi Care+, the premium tier, which adds AI-generated visit summaries, health trend insights, the Diksha AI assistant, and priority response.

05Nature of Caregiver Engagement

5.1 Verification and onboarding

Each Saathi is subjected to a multi-step verification process prior to onboarding, which typically includes:

• Police verification (criminal-record / character verification through the relevant local police authority);
• Identity verification (Aadhaar, PAN, or equivalent government-issued ID);
• Address verification;
• Document verification of any nursing, GDA, or caregiving qualifications claimed;
• Reference checks with prior employers or training institutes, where applicable;
• Structured care training and orientation, including geriatric care, hygiene, and dignity protocols;
• Ongoing performance monitoring and periodic re-verification.

ayusaathi makes commercially reasonable efforts to verify the information provided by prospective Saathis and to maintain high standards of care; however, no verification process can guarantee future conduct.ayusaathi does not warrant that a Saathi will at all times act in accordance with the Platform’s protocols or with the standard of care expected.

5.2 Scope of ayusaathi’s responsibility

ayusaathi’s responsibility in relation to Saathis is limited to the following:

1. conducting the verification and onboarding process described in Clause 5.1 with reasonable diligence;
2. providing the Platform, tools, monitoring infrastructure, and reporting interfaces;
3. responding to grievances, incidents, and complaints in good faith and within a reasonable time, through the contact channel set out in Clause 22;
4. providing refunds, replacements, or partial credits in accordance with the prevailing refund policy;
5. removing or suspending Saathis who fail to meet Platform standards or who are the subject of credible complaints.

5.3 Limitation on vicarious liability

To the maximum extent permitted by Applicable Law, ayusaathi does not assume vicarious liability for the personal acts, omissions, negligence, misconduct, or conduct of a Saathi that fall outside the scope of ayusaathi’s express responsibilities as described in Clause 5.2. Any claim, complaint, loss, or damage arising out of the personal conduct of a Saathi shall be raised through the grievance procedure, and will be investigated and addressed by ayusaathi in accordance with that procedure. Nothing in this Clause shall, however, exclude any liability that cannot lawfully be excluded under Applicable Law.

5.4 Independent professional services

To the extent a Saathi is a qualified nurse, GDA, physiotherapist, or other licensed professional, the provision of services in such professional capacity is the personal responsibility of the Saathi under their applicable professional, regulatory, and statutory obligations.

06AI Features, Disclaimer of Liability

6.1 Nature of AI outputs

AI Features rely on statistical and probabilistic models. Despite our reasonable efforts to make AI Features accurate, helpful, and safe, AI outputs may contain errors, omissions, hallucinations, biases, inaccuracies, outdated information, or misinterpretations. AI outputs are generated automatically and are not reviewed by a human before being shown to you, unless we expressly state otherwise.

6.2 No medical advice

AI Features do not constitute medical advice, medical opinion, prescription, diagnosis, or any form of professional healthcare consultation. AI outputs are general informational summaries based on the data available to the Platform and should be considered supplementary to, not a replacement for, advice obtained from a qualified medical practitioner registered with the National Medical Commission (or relevant successor body) or other appropriate licensed professional.

6.3 Disclaimer of liability for AI outputs

To the maximum extent permitted by Applicable Law, ayusaathi expressly disclaims all liability for any loss, harm, injury, illness, delay in treatment, damage, cost, or expense (whether direct, indirect, incidental, consequential, or otherwise) arising out of or in connection with your or any third party’s reliance on, use of, or inability to use AI Features or any AI output. You agree to use AI Features at your own risk and to independently verify any AI output before acting on it.

6.4 Honest use of AI

ayusaathi is committed to using AI responsibly. We will not use AI Features to make fully automated decisions that produce legal or similarly significant effects on you or the Care Recipient without appropriate human review. We will use commercially reasonable efforts to test, monitor, and improve our AI systems for accuracy and safety.

07User Obligations

You agree that you will:

• provide true, accurate, complete, and current information at all times;
• ensure timely payment of all subscription fees, visit fees, taxes, and any other charges associated with the Services;
• provide safe, lawful, and reasonable access to the Care Recipient’s residence at scheduled visit times;
• treat Saathis with dignity, respect, and courtesy at all times; harassment, abuse, discrimination, or unwelcome conduct of any kind toward a Saathi is strictly prohibited;
• not engage Saathis in any manner outside the Platform, or solicit Saathis for services unrelated to the Services;
• promptly report any incident, concern, safety issue, or grievance through the channels described in Clause 22;
• not use the Platform or Services (i) for any unlawful purpose, (ii) to transmit any harmful, infringing, obscene, defamatory, or otherwise objectionable content, (iii) to attempt to gain unauthorised access to any part of the Platform, or (iv) to interfere with the operation of the Platform; and
• comply with all Applicable Law in your use of the Services.

08Payments, Plans & Refunds

8.1 Fees and taxes

Fees for each Service tier are set out on the Platform and may be updated from time to time. All fees are quoted in Indian Rupees (INR) unless otherwise stated and are exclusive of applicable Goods and Services Tax (GST) and any other indirect taxes, which shall be borne by you.

8.2 Subscription and billing

Where the Service is subscription-based, fees are billed in advance for the relevant billing period (monthly, quarterly, or annually, as selected). Renewals occur automatically unless cancelled at least [X] days before the renewal date.

8.3 Refunds and cancellation

Refunds are governed by the prevailing refund policy posted on the Platform. As a general principle, refunds may be available where (a) we are unable to provide the Service due to a fault on our side, (b) a visit is cancelled by ayusaathi without adequate notice, or (c) a billing error has occurred. Refunds will ordinarily be processed within [X] business days of approval to the original payment instrument.

8.4 No-show and late-cancellation charges

If a scheduled visit cannot be completed because access is denied, the Care Recipient is unavailable, or the visit is cancelled with insufficient notice, a partial or full no-show charge may apply, as set out in the prevailing schedule of charges.

09Medical Emergencies

10Intellectual Property

All intellectual property rights, including copyrights, trademarks, service marks, trade secrets, patents, designs, and proprietary technologies in the Platform, the Services, the AI models, the brand “ayusaathi”, and all related content (excluding User Content) are and shall remain the sole and exclusive property of ayusaathi (or its licensors). We grant you a limited, revocable, non-exclusive, non-transferable, non-sublicensable licence to access and use the Platform solely for your personal, non-commercial use of the Services, subject to these Terms.

11User Content & Licence

You retain ownership of all User Content you submit to the Platform. By submitting User Content (or by permitting a Saathi to capture photographs, vitals, or recordings during a visit), you grant ayusaathi a worldwide, royalty-free, non-exclusive, sublicensable licence to use, store, host, reproduce, modify, process, and display such User Content solely for the purposes of (a) providing and improving the Services, (b) generating AI outputs for the User’s benefit, (c) training and improving AI models in anonymised or aggregated form, and (d) complying with Applicable Law.

You represent and warrant that you have all rights, consents, and authorisations necessary to grant the above licence, and that the User Content does not infringe any third-party rights or Applicable Law.

12Privacy

The collection, use, storage, transfer, and processing of personal data is governed by our Privacy Policy, which is incorporated by reference into these Terms. By using the Services, you consent to the processing of personal data in accordance with the Privacy Policy.

13Third-Party Services

The Platform may integrate or interoperate with third-party services (such as payment gateways, cloud providers, communication providers, and AI/ML providers). ayusaathi is not responsible for the acts, omissions, policies, or content of any third party. Your use of any third-party service is governed by the terms of that third party.

14Indemnification

You agree to defend, indemnify, and hold harmless ayusaathi, its affiliates, directors, officers, employees, agents, and successors from and against any and all claims, demands, suits, proceedings, damages, losses, costs, and expenses (including reasonable legal fees) arising out of or in connection with (a) your breach of these Terms, (b) your misuse of the Services or Platform, (c) any User Content submitted by you, (d) your violation of any Applicable Law, or (e) your violation of any third-party right.

15Limitation of Liability

In no event shall ayusaathi, its affiliates, directors, officers, employees, or agents be liable to you or to any third party for any indirect, incidental, special, exemplary, punitive, or consequential damages, including without limitation loss of profits, loss of goodwill, loss of data, business interruption, or any other intangible loss, arising out of or in connection with these Terms or the Services, even if ayusaathi has been advised of the possibility of such damages.

Nothing in these Terms shall exclude or limit any liability that cannot be lawfully excluded or limited under Applicable Law, including liability for death or personal injury caused by gross negligence, or for fraud or fraudulent misrepresentation.

16Warranties & Disclaimers

The Platform and the Services are provided on an “as is” and “as available” basis, without warranties of any kind, whether express, implied, statutory, or otherwise. To the maximum extent permitted by Applicable Law, ayusaathi disclaims all warranties, including warranties of merchantability, fitness for a particular purpose, non-infringement, accuracy, completeness, reliability, security, and uninterrupted availability.

ayusaathi does not warrant that the Services will improve, cure, prevent, or treat any medical condition, or that any specific outcome will result from the use of the Services.

17Suspension & Termination

You may terminate your account and discontinue use of the Services at any time, subject to settlement of any outstanding fees.

ayusaathi may, at its sole discretion and upon reasonable notice (or without notice in cases of material breach, safety concern, or legal requirement), suspend or terminate your access to the Platform or Services if you breach these Terms, engage in conduct that is harmful to a Saathi or to ayusaathi, or fail to make timely payment.

Any provision of these Terms which by its nature is intended to survive termination shall so survive, including Clauses 5 (Caregiver Engagement), 6 (AI Disclaimer), 10 (Intellectual Property), 11 (User Content), 14 (Indemnification), 15 (Limitation of Liability), and 19 (Governing Law).

18Force Majeure

ayusaathi shall not be liable for any failure or delay in the performance of its obligations under these Terms to the extent caused by any event beyond its reasonable control, including but not limited to acts of God, natural disasters, epidemics or pandemics, war, terrorism, civil unrest, strikes, lockouts, governmental action or restriction, failures of public infrastructure, internet or telecommunications outages, or denial-of-service attacks.

19Governing Law & Dispute Resolution

These Terms shall be governed by and construed in accordance with the laws of India, without regard to its conflict-of-laws principles. Subject to Clause 19.2, the courts at Gurgaon, Haryana shall have exclusive jurisdiction over any dispute arising out of or in connection with these Terms.

19.1 Amicable resolution

The parties shall first attempt to resolve any dispute through good-faith negotiation. If the dispute is not resolved within thirty (30) days of written notice of the dispute, either party may invoke arbitration under Clause 19.2.

19.2 Arbitration

Any dispute, controversy, or claim arising out of or relating to these Terms, including the breach, termination, or validity thereof, shall be finally settled by arbitration in accordance with the Arbitration and Conciliation Act, 1996 (as amended). The arbitration shall be conducted by a sole arbitrator to be appointed mutually by the parties, or failing mutual agreement, in accordance with the said Act. The seat and venue of arbitration shall be Gurgaon, Haryana. The language of arbitration shall be English. The award of the arbitrator shall be final and binding on the parties.

20Modifications to Terms

ayusaathi may, at its sole discretion, amend these Terms at any time. Any amendment shall be effective upon posting the revised Terms on the Platform with an updated “Last Updated” date. For material changes, we will use commercially reasonable efforts to notify you by email or in-app notification. Your continued use of the Services after the effective date constitutes acceptance of the amended Terms.

21Miscellaneous

21.1 Entire Agreement

These Terms, together with the Privacy Policy and any policies referenced herein, constitute the entire agreement between you and ayusaathi with respect to the Services and supersede all prior or contemporaneous understandings.

21.2 Severability

If any provision of these Terms is held to be invalid or unenforceable, the remaining provisions shall continue in full force and effect, and the invalid provision shall be deemed modified to the minimum extent necessary to render it valid and enforceable.

21.3 Waiver

No failure or delay by ayusaathi in exercising any right under these Terms shall operate as a waiver of that right.

21.4 Assignment

You may not assign or transfer any of your rights or obligations under these Terms without our prior written consent. ayusaathi may assign these Terms freely.

21.5 Notices

Notices to you may be given by email to the address associated with your account or by in-app notification. Notices to ayusaathi must be sent by email to the address set out in Clause 22.

21.6 Relationship

Nothing in these Terms creates any agency, partnership, joint venture, employment, or franchise relationship between you and ayusaathi.

22Contact Us

For any questions, concerns, feedback, or grievances regarding these Terms or the Services, please write to us at:

We aim to acknowledge written communications within a reasonable time and to work in good faith toward a fair resolution. As we grow, we will publish formal grievance-officer details in accordance with Applicable Law.

These Terms have been drafted in English. Any translation is provided for convenience only and the English version shall prevail in the event of any conflict.