By registering, onboarding, accessing the platform, accepting service requests, providing services to Members or otherwise engaging with the Company, the Service Provider agrees to be bound by these Terms.
1. Definitions and Interpretation
1.1 Definitions
In these Terms, unless the context otherwise requires, the following terms shall have the following meanings:
- Applicable Laws means any statute, law, regulation, ordinance, rule, judgment, order, decree, bye-law, approval of any Competent Authority, directive, guideline, policy, requirement or other governmental restriction or any similar form of decision of or determination by, or any interpretation having the force of law of any of the foregoing by any Competent Authority having jurisdiction over the matter in question, in effect at the relevant time;
- Confidential Information means all information obtained or received by a party in connection with these Terms or the Services, including the terms of these Terms, Member Data, information relating to Members, business transactions, operations, systems, processes, technology, pricing, technical information, financial arrangements and any other non-public information of the other party, whether disclosed orally, electronically, visually or in writing, and whether or not such information has any commercial value.
- Platform means the website, mobile application, digital interfaces, communication systems and related infrastructure operated by the Company;
- Member shall mean a Person (i) who has duly filled up and submitted an enrolment form or (ii) on whose behalf an enrolment form has been duly filled up by a Sponsor, for availing any of the Services, and which enrolment form has been accepted by the Company;
- Member Data means contact details, address, bank account details, medical records, health-related information, emergency information and electronic medical records, and such other identification of or about a Member or their nominee as made available to or collected by the Service Provider in connection with these Terms or the Services.
- Platform Documents means any onboarding requirements, operational requirements, category-specific requirements, service descriptions, policies, guidelines, instructions or communications issued by the Company from time to time;
- Products means any medical equipment, assistive devices, wellness products, consumables, healthcare-related items, mobility aids, emergency support products or other goods that may be listed, sold, supplied, delivered, installed, supported or otherwise made available by a Service Provider either directly or through the Platform.
- Services means any services, solutions, programmes, care pathways, supplementary solutions or offerings that are offered, facilitated, coordinated, enabled, managed or made available by the Company through its Platform from time to time, including services provided directly by the Company or through third-party service providers, as described on the Platform or otherwise communicated by the Company from time to time, and includes all activities relating to Products, including their listing, supply, delivery, fulfilment, installation, maintenance, support, replacement and return.
1.2 Interpretation
In construing these Terms:
- words importing the singular shall include the plural and vice versa;
- clause headings are for reference only and shall not affect the construction or interpretation of these Terms;
- time periods for payments or acts shall be calculated by excluding the day on which the period commences and including the day on which the period ends; if the end day is not a working day, the period extends to the next working day;
- references to statutory provisions include amendments, re-enactments, and subordinate instruments;
- references to Platform Documents include onboarding requirements, operational requirements, category-specific requirements, service descriptions, standards, guidelines, protocols, instructions or other requirements issued by the Company from time to time;
- the terms “herein”, “hereof”, “hereto”, “hereunder” and similar refer to these Terms as a whole;
- references to any agreement, contract, document, policy, guideline, protocol or arrangement include such items as amended, modified, supplemented, replaced or updated by the Company in accordance with these Terms;
- “this Clause” refers to the whole Clause unless followed by a specific provision;
- “include” or “including” is without limitation;
- “Person” includes individual, sole proprietor, partnership, limited liability partnership, company, body corporate, association, trust, institution, healthcare establishment, hospital, diagnostic centre, agency, unincorporated organisation or other entity and its successors and permitted assigns;
- references to Members, Services, Platform Documents and other documents issued by the Company include the same as amended, updated or replaced;
- if there is any conflict between these Terms and any applicable Platform Document, the Platform Document prevails solely for the relevant Service category or subject matter, and these Terms prevail otherwise.
2. Appointment and Service Delivery Models
2.1 The Company appoints the Service Provider on a non-exclusive basis to provide the Services to Members as may be requested by the Company from time to time, and the Service Provider accepts such appointment, subject to these Terms.
2.2 The Company may offer Services through one or more service delivery models, including (a) Services managed, coordinated, administered or delivered by the Company, whether directly or through service providers engaged by the Company; and (b) Services facilitated, enabled, coordinated or arranged by the Company and rendered by independent third-party service providers (including the Service Provider) through the Platform and service ecosystem. The rights, obligations and responsibilities of the parties may vary depending on the applicable Service model and any relevant Platform Documents. The Company shall remain the primary Member-facing platform and coordination interface unless otherwise notified by the Company.
2.3 Except where expressly permitted by the Company or where the relevant Service model contemplates a direct contractual relationship between the Member and the Service Provider, the Service Provider shall not contract directly with any Member in relation to the Services and shall route all bookings, rescheduling, cancellations and complaints through the Platform or other channels specified by the Company.
2.4 The Service Provider may be engaged in one or more categories of Services, including healthcare services, diagnostics services, ambulance services, transport services, home services, wellness services, counselling services and/or the listing, supply, delivery, installation, maintenance, support or fulfilment of Products or such other Services or Products as may be made available through the Platform from time to time. The Company may prescribe and update Platform Documents from time to time, and the Service Provider shall comply with all applicable Platform Documents.
2.5 The Service Provider shall not represent itself as an employee, agent or representative of the Company, shall not make any commitment, representation, warranty or assurance on behalf of the Company and shall not have any authority to bind the Company in any manner whatsoever.
3. Onboarding, Personnel and Background Verification
- 3.1 The Service Provider shall complete all onboarding requirements prescribed by the Company before providing any Services, including submission of KYC documents, statutory registrations, declarations and other requested information.
- 3.2 All Personnel must be suitably qualified, trained and experienced for the relevant category of Services and hold valid professional registrations, certifications and permits where required; Personnel must display valid identity cards when interacting in person with Members.
- 3.3 The Service Provider shall conduct background verification on all Personnel deployed in contact with Members, including identity, address, criminal record (as permissible) and employment reference checks, and provide evidence on request.
- 3.4 The Service Provider shall not subcontract performance of any Services or Product-related activities without prior written consent of the Company and shall remain fully responsible for any approved subcontractor.
- 3.5 Personnel must comply with behavioural standards, must not solicit unauthorised payments (voluntary tips of nominal value permitted), and must limit activities to authorised scope of work.
4. Safeguarding, Member Interaction and Incident Reporting
- 4.1 Given Members are primarily senior citizens, the Service Provider shall treat Members with dignity and respect, ensure safe physical assistance with consent, and escalate observed risks to the Company.
- 4.2 The Service Provider shall follow the Company’s protocols for identity verification at visits, recording service completion and feedback, limited use of Member service history, and respect Member instructions notified by the Company.
- 4.3 The Service Provider shall notify the Company immediately of any medical emergency, accident, injury, property damage, criminal incident, data breach, or regulatory inspection related to the Services.
- 4.4 The Service Provider shall cooperate in incident investigations and provide records, CCTV footage (if available) and statements when requested.
- 4.5 The Service Provider shall not market or offer services to any Member outside the Platform without prior written consent from the Company.
5. Operational Requirements and Business Continuity
- 5.1 The Service Provider shall provide Services professionally, timely and diligently, complying with response timelines, quality standards and availability requirements set by the Company.
- 5.2 Operational requirements include use of the Platform to manage requests, adherence to scope/exclusions, compliance with operating hours and documenting non-completion/delays per Company requirements.
- 5.3 The Service Provider shall maintain business continuity measures and promptly notify the Company of disruptions (equipment failure, personnel shortages, force majeure, law-and-order situations).
- 5.4 When listing or supplying Products, the Service Provider must ensure Products are genuine, safe, lawful, labelled and accompanied by user instructions, warranty information and manufacturer details; the Service Provider is responsible for product quality, storage, delivery, installation, recall handling, returns and legal compliance.
6. Commercial Terms
- 6.1 Fees, commissions, payout arrangements, settlement cycles, refunds, chargebacks and other commercial terms will be determined by the Company and communicated via the Platform or Platform Documents.
- 6.2 The Company may withhold or set off amounts payable to the Service Provider against refunds, penalties, Member claims, indemnity claims, overpayments or other amounts owed by the Service Provider.
- 6.3 The Service Provider is responsible for all taxes, duties and statutory obligations arising from the Services, except taxes imposed directly on the Company’s income.
- 6.4 All payments are subject to applicable tax deduction, withholding and reporting obligations under Applicable Laws.
7. Regulatory and Healthcare-Specific Obligations
- 7.1 The Service Provider must comply with Applicable Laws including statutory registrations, permits and licences required for the Services.
- 7.2 For healthcare and diagnostic Services, medical decisions must be made only by qualified professionals, accurate records must be kept, infection control observed, and clinical protocols followed.
- 7.3 Certain Services may exclude medical decision-making; Personnel must adhere to these exclusions and escalate clinical concerns appropriately.
- 7.4 All Products must comply with laws on quality, labelling, storage, transport, warranties and consumer protection; expired, counterfeit or unsafe Products are prohibited.
8. Data Protection and Confidentiality
- 8.1 Each party shall keep Confidential Information confidential and not disclose it except as permitted or required by Law.
- 8.2 Member Data shall be used only to perform Services, protected by appropriate technical and organisational measures, and any breach notified to the Company without undue delay; Member Data shall not be stored or transferred outside India without prior written consent of the Company and compliance with Applicable Law.
- 8.3 The Service Provider shall comply with the Company’s privacy policy for partners when handling Member Data.
- 8.4 All Member relationships, records, service history and related information generated through the Services belong exclusively to the Company, subject to Applicable Laws.
9. Audits, Reporting and Quality Control
- 9.1 The Company may review and audit the Service Provider’s records, systems and operations upon reasonable notice (except for complaints or suspected breaches), including licences, training and background verification records.
- 9.2 The Service Provider shall maintain accurate records and provide reports on service volumes, response timelines, incidents, complaints, corrective actions and Member feedback as requested.
- 9.3 The Service Provider shall implement corrective or preventive measures in response to audit findings or performance deficiencies.
10. Intellectual Property
- 10.1 All IP rights in the Platform, trademarks, logos and materials provided by the Company remain the Company’s property; the Service Provider receives a limited, non-exclusive, non-transferable, revocable licence to use such IP solely for performing the Services.
- 10.2 The Service Provider’s pre-existing IP remains its property; any outputs incorporating such IP grant the Company a perpetual, worldwide, non-exclusive, royalty-free licence to use those outputs for business, operational and compliance purposes.
- 10.3 The Service Provider shall not use the Company’s name, trademarks or logos externally without written permission, except as authorised to identify itself as an authorised service provider within the Company’s ecosystem.
11. Insurance
- 11.1 The Service Provider shall maintain insurance as required by Applicable Laws or appropriate for the nature of Services provided.
- 11.2 The Company may request evidence of such insurance coverage.
12. Indemnity
- 12.1 The Service Provider shall indemnify the Company, its affiliates and representatives against losses, claims, damages, liabilities, penalties, costs and expenses arising from: (a) breaches of these Terms or Applicable Laws; (b) negligence, wilful misconduct or wrongful acts by the Service Provider or Personnel; (c) professional negligence or clinical errors; (d) unauthorised disclosure or breach of Member Data; and (e) product defects, misrepresentation or other Product-related issues.
- 12.2 The Service Provider shall promptly reimburse the Company for losses arising from indemnified matters.
- 12.3 The Company has the right to participate in the defence or settlement of any indemnified claim.
- 12.4 These indemnity obligations are in addition to other rights and are not limited by any limitation of liability.
- 12.5 The Company may set off indemnity amounts against payments otherwise due to the Service Provider.
- 12.6 Indemnity obligations survive suspension, termination or expiry of these Terms.
13. Limitation of Liability
- 13.1 To the maximum extent permitted by Applicable Laws, the Company shall not be liable for indirect, incidental, consequential, special, exemplary or punitive damages, including loss of profits or goodwill.
- 13.2 The Company is not responsible for acts, omissions or negligence of Members or third parties except where directly attributable to the Company.
- 13.3 Except for fraud, wilful misconduct or liabilities that cannot be excluded by law, the Company’s aggregate liability shall not exceed amounts paid or payable by the Company to the Service Provider in the six months preceding the event giving rise to the claim.
14. Non-Circumvention
The Service Provider shall not, during the period of providing Services through the Platform and for twelve (12) months thereafter, solicit or induce any Member to receive services outside the Company’s platform without prior written consent from the Company.
15. Suspension and Termination
- 15.1 The Company may suspend, restrict or terminate access if the Service Provider breaches the Terms, fails operational requirements, receives repeated complaints, poses safeguarding or regulatory risks, or otherwise acts in a manner adverse to the Company’s Members or reputation.
- 15.2 The Service Provider may discontinue providing Services by providing prior notice and complying with transition requirements specified by the Company.
- 15.3 Upon suspension or termination: (a) the Service Provider shall cease representing itself as an authorised provider; (b) cease use of the Company’s IP, Confidential Information and Member Data; (c) return or securely delete Member Data and Confidential Information at the Company’s option, except where retention is required by law; and (d) survival clauses (confidentiality, data protection, IP, indemnity, non-circumvention) remain effective.
16. Miscellaneous
- 16.1 Assignability: The Company may assign or novate its rights and obligations to affiliates or successors; the Service Provider shall not assign without the Company’s prior written consent.
- 16.2 Independent Relationship: The Service Provider is an independent contractor; nothing creates a partnership, agency or employment relationship.
- 16.3 Force majeure: Neither party is liable for failure to perform caused by events beyond reasonable control, provided the affected party mitigates the impact.
- 16.4 Governing law and jurisdiction: These Terms are governed by the laws of India and the courts at Kolkata shall have exclusive jurisdiction over disputes.
- 16.5 Modification of Terms: The Company may modify these Terms by updating them on the Platform or notifying the Service Provider; continued use constitutes acceptance.
- 16.6 Electronic Acceptance: Electronic acceptance (click-wrap, account registration, onboarding) constitutes a valid and binding agreement.
- 16.7 Severability: If any provision is held invalid or unenforceable, remaining provisions continue in force.
These Member Terms and Conditions (“MTC”) govern your access to and use of the website, mobile application, digital tools, products and services made available, facilitated, coordinated or enabled by Support Elders Private Limited whether directly or through Partners (“Company”, “we”, “us” or “our”).
By accessing, browsing, registering on, or using Company’s platform, submitting any enrolment form, welcome letter, booking or service request, clicking any acceptance button or checkbox, making payment for any Services, renewal or supplementary solution, or availing any service through the Company, the Member and/or the Sponsor agrees to be bound by the MTC, our Privacy Policy, the details of the relevant service or plan displayed on the platform, and any order summary, invoice, consent form, declaration, booking confirmation, scope of service document or communication issued by the Company from time to time (collectively, the “Platform Documents”).
If you use the platform on behalf of another person, including an elderly family member or beneficiary, you represent that you are authorised to do so, and the MTC shall apply to both you and such beneficiary, to the extent applicable.
The Company may update, amend or modify this MTC and/or any Platform Documents from time to time in accordance with Applicable Laws. Such revised terms shall become effective upon being published on the Platform or otherwise communicated to the Member and/or Sponsor. Continued access to or use of the Platform or Services after such publication or communication shall constitute acceptance of the revised terms.
PART A – GENERAL PLATFORM & MEMBERSHIP TERMS
1. DEFINITIONS AND INTERPRETATION
1.1 Definitions
In this MTC (including the Schedules hereto), except where the context otherwise requires, the following terms shall have the following meanings:
- “Advance Amount”
- shall have the meaning ascribed to it in Schedule II;
- “Applicable Laws”
- shall mean any statute, law, regulation, ordinance, rule, judgment, order, decree, bye-law, approval of any Competent Authority, directive, guideline, policy, requirement or other governmental restriction or any similar form of decision of or determination by, or any interpretation having the force of law of any of the foregoing by any Competent Authority having jurisdiction over the matter in question, in effect at the relevant time;
- “CMS”
- means care management services provided by the Company as one of the Services and as more particularly described in Schedule I herein;
- “Company”
- shall mean Support Elders Private Limited;
- “Competent Authority”
- means any governmental, semi-governmental, administrative, fiscal, judicial or quasi-judicial body, department, commission, authority, tribunal, agency or entity exercising powers conferred on it by the force of law;
- “Confidential Information”
- shall mean all information which is obtained/received during the Term, including but not limited to the terms and conditions specified herein and all information concerning a party’s business transactions, technical and operational information and financial arrangements, whether or not such information has any commercial value;
- “CI”
- means care integration services provided by the Company as one of the Services and as more particularly described in Schedule I herein;
- “DTM”
- means digital tracking and monitoring services provided by the Company as one of the Services and as more particularly described in Schedule I herein;
- “ECS”
- means enhancing cognitive solutions services provided by the Company as one of the Services and as more particularly described in Schedule I herein;
- “Effective Date”
- shall have the meaning ascribed to it in Paragraph 3.3;
- “Force Majeure”
- means any event which is outside the reasonable control of the party affected by such event impairing such party’s ability to perform any of its obligations (other than payment obligations) hereunder, including, but not limited to Acts of God, fire, flood, lightning, war, revolution, act of terrorism, riot or civil commotion or other disturbance caused due to law and order/political/communal problems, epidemic, quarantine, governmental orders, prohibition, embargo, legislations, ordinances and enactments, notifications, rules and regulations, strikes, lock-outs or other industrial action, whether of the affected party’s own employees or others, failure of supplies of power, fuel, transport, equipment, raw materials or other goods or services;
- “HCS”
- means health check-up services provided by the Company as one of the Services and as more particularly described in Schedule I herein;
- “HDLM”
- means hospital discharge logistics management services provided by the Company as one of the Services and as more particularly described in Schedule I herein;
- “HPD”
- means home pick-up and drop services provided by the Company as one of the Services and as more particularly described in Schedule I herein;
- “Indemnified Parties”
- shall have the meaning ascribed to it in Paragraph 8.4;
- “Indemnifying Parties”
- shall have the meaning ascribed to it in Paragraph 8.4;
- “MEAS”
- means medical emergency alert services provided by the Company as one of the Services and as more particularly described in Schedule I herein;
- “MLM”
- means member logistics management services provided by the Company as one of the Services and as more particularly described in Schedule I herein;
- “Member”
- shall mean a Person (i) who has duly filled up and submitted an enrolment form or (ii) on whose behalf an enrolment form has been duly filled up by a Sponsor, for availing any of the Services, and which enrolment form has been accepted by the Company in accordance with this MTC;
- “Member Data”
- shall have the meaning ascribed to it in Paragraph 21.2;
- “NAC”
- means the Company’s national alarm centre, more particularly described in Schedule I herein;
- “Nominee”
- shall mean any person nominated by the Member and/or Sponsor in the enrolment form or otherwise communicated to the Company from time to time;
- “OHA”
- means out-of-home assistance services provided by the Company as one of the Services and as more particularly described in Schedule I herein;
- “OSMT”
- means outstation medical travel services provided by the Company as one of the Services and as more particularly described in Schedule I herein;
- “Other Charges”
- shall have the meaning ascribed to it in Paragraph 12.1.2;
- “PCS”
- means pest control services provided by the Company as one of the Services and as more particularly described in Schedule I herein;
- “Partner”
- means any independent third-party vendor, diagnostic centre, hospital, ambulance operator, transportation provider, pathology laboratory, caregiver, agency, service provider, professional or other third-party engaged, facilitated, listed or coordinated through the Platform for provision of any Services;
- “Platform”
- means the website, mobile application, digital interfaces, communication systems and related infrastructure operated by the Company;
- “Privacy Policy”
- shall mean the Company’s privacy policy which can be accessed from the Website;
- “Security Deposit”
- shall have the meaning ascribed to it in Schedule II;
- “Services”
- shall mean the services specified in Schedule I herein;
- “Service Fee(s)”
- shall mean collectively the Subscription Amount and the Other Charges;
- “Sponsor”
- shall mean a Person who submits an enrolment form on behalf of a Member and makes payment of Service Fees for Services availed by such Member;
- “Subscription Amount”
- shall have the meaning ascribed to it in Paragraph 4.1.1;
- “Term”
- shall have the meaning ascribed to it in Paragraph 2.2;
1.2 Interpretation
In construing this MTC:
- unless the context otherwise requires, words importing the singular shall include the plural and vice versa;
- paragraph headings are for reference only and shall not affect the construction or interpretation of this MTC;
- references to paragraphs and schedules are references to Paragraphs and Schedules of and to this MTC;
- unless otherwise stated specifically, time periods within or following which any payment is to be made or act is to be done shall be calculated by excluding the day on which the period commences and including the day on which the period ends, and if the day on which the period ends is not a working day, then such period shall stand extended to the next working day;
- any reference to statutory provisions shall be construed as meaning and including references to any amendment or re-enactment thereof (whether before or after the Effective Date) for the time being in force and to all statutory instruments or orders made pursuant to such statutory provisions;
- The schedules to this MTC shall be deemed to be incorporated in and shall form an integral part of this MTC;
- the terms “herein”, “hereof”, “hereto”, “hereunder” and words of similar purport refer to this MTC as a whole;
- reference to any agreement, contract, document or arrangement or to any provision thereof shall include references to any such agreement, contract, document or arrangement as it may, after the date hereof, from time to time, be amended or supplemented;
- the expression “this Paragraph” shall, unless followed by reference to a specific provision, be deemed to refer to the whole Paragraph;
- reference to the word “include” or “including” shall be construed without limitation;
- the word “Person” shall mean any individual, partnership, firm, corporation, body corporate, joint venture, association, trust, unincorporated organization or other similar organization or any other entity;
- References to “Service Provider” in any Schedule shall mean the Company, unless otherwise stated;
- In the event of any conflict between this MTC and any Schedule, the terms of such specific service document shall prevail only with respect to such specific Service.
2. TERM
2.1 Acceptance of MTC
- The Member or the Sponsor (as the case maybe) shall acknowledge acceptance of this MTC by signing the enrolment form of the Company, clicking on the relevant acceptance button or checkbox on the Platform, logging into the mobile application of the Company, confirming acceptance electronically, or otherwise availing any Services through the Platform.
- If for any reason, the Member or the Sponsor (as the case may be) does not expressly accept this MTC in the manner stated above, any conduct by the Member and/or Sponsor which recognises the existence of a contractual arrangement pertaining to the subject matter hereof shall constitute acceptance of this MTC.
- For renewals, additional services, supplementary solutions, ad-hoc bookings or purchases made by a Member and/or Sponsor without execution of a fresh enrolment form, payment towards such services or continued use thereof shall constitute deemed acceptance of the then-current version of the MTC.
- Electronic records, electronic acceptances, logging into the mobile application of the Company, OTP-based confirmations, click-wrap acceptances, digital acknowledgements and electronically generated confirmations shall constitute valid and binding acceptance.
2.2 This MTC shall be applicable from the date of acceptance hereof and shall be binding in full force and effect for the entire duration of provision of the Services by the Company to the Member (“Term”).
3. PROVISION OF SERVICES
3.1 With effect from the Effective Date, the Member and the Sponsor shall engage the Company and the Company shall undertake to render the Services to the Member in accordance with the terms and conditions of this MTC. The Services shall be available only in select parts of India, unless extended to other geographies at the discretion of the Company.
3.2 The Company shall provide the Member or the Sponsor (as the case maybe) with an enrolment/membership application form… The Services shall be activated only after fulfillment of all conditions including submission of forms, acceptance by Company, and payment.
3.3 The Company shall activate the Services from the date (“Effective Date”) on which each of the conditions listed above have been fulfilled… The Company reserves the right to accept / reject the membership application at its sole discretion.
PART B – SERVICE DELIVERY MODELS
4. SEPL MANAGED SERVICES
4.1 Certain Services may be coordinated, administered, supervised, scheduled or operationally managed by the Company… (“SEPL Managed Services”).
4.2 SEPL Managed Services may include: (a) MEAS; (b) CMS; (c) CI; (d) DTM; (e) such other Services…
4.3 The Company shall use commercially reasonable efforts… Services may be dependent upon availability of personnel, internet, GPS, etc.
4.4 The Company does not guarantee uninterrupted Services… does not provide medical diagnosis or clinical treatment.
5. PARTNER FACILITATED SERVICES
5.1 Certain Services may be rendered by independent third-party Partners… (“Partner Facilitated Services”).
5.2 Partner Facilitated Services may include health check-up, pest control, transportation, etc.
5.3 to 5.9 The Company’s role is limited to facilitation… The Company is not responsible for the quality or outcome of Partner services.
6. CUSTOMER-SELECTED SERVICES
6.1 In certain cases, the Member… may independently select a Partner…
6.2 Company’s role limited to technology enablement, support, etc.
6.3 Company shall not be responsible for acts/omissions of such Partner.
7. GENERAL OPERATIONAL FRAMEWORK
7.1 to 7.4 Full details on Company’s varying role, response timelines being indicative only, etc.
PART C – SERVICE ADMINISTRATION, FEES & OPERATIONAL TERMS
8. SERVICE SCOPE AND APPLICABLE TERMS
8.1 Scope of Services: The Services… governed by Platform Documents.
8.2 Applicability of Schedule IA and Service-Specific Terms…
8.3 Modification of Services: Company reserves the right to modify…
9. Additional terms… in Schedule II.
10. The Member and the Sponsor are expected to be fully aware…
11. The Company reserves the right to amend…
12. SERVICE FEE
12.1 Subscription Amount and Other Charges…
13 to 16 Full payment terms, taxes, escalation, Nominee responsibility, etc.
17. REFUND OF SERVICE FEE
17.1 In the event that during the Term, a Member expires… refund on a pro rata basis… after setting-off any amounts due.
17.2 In the event of termination/cancellation before expiry… refund as per Schedule III.
18. OBLIGATIONS OF THE COMPANY
18.1 to 18.3 Full text on additional services, personnel selection, specialist advice.
19. OBLIGATIONS OF THE MEMBER AND THE SPONSOR
19.1 to 19.6 Full obligations including contact only through contact center, providing information, etc.
PART D – LEGAL TERMS AND LIABILITY
20. REPRESENTATIONS AND WARRANTIES AND LIMITATION OF LIABILITY
20.1 Representations and Warranties by each party.
20.2 Company disclaims warranties…
20.3 Limitation of Liability: … liability shall not exceed total amount paid in preceding 12 months.
20.4 INDEMNITY: Full indemnity clause including 20.4.1 to 20.4.3.
21. CONFIDENTIALITY
21.1 to 21.4 Full confidentiality obligations, consent for sharing Member Data, etc.
22. TERM AND TERMINATION
22.1 Either party may cancel with 7 days notice.
22.2 Non-payment consequences.
22.3 On termination: final invoice, return of property, etc.
22.4 Termination without prejudice to other rights.
22.5 Survival: Paragraphs 1, 20, 21, 22.5, 23 and others survive termination.
23. MISCELLANEOUS
23.1 Force Majeure
23.2 Notices (email to writetous@supportelders.com)
23.3 Assignment
23.4 Waiver
23.5 Entire Agreement
23.6 Severability
23.7 Costs
23.8 Further Assurance
23.9 Legal and Prior Rights
23.10 Independent Contractors
23.11 Counterparts
23.12 Proprietary Rights
23.13 Jurisdiction: Laws of India, Courts at Kolkata.
SCHEDULE I – Scope of Services
1. Medical Emergency Alert Services (MEAS)
Through this service, the Company will offer access to the mobile application… (full paragraph as in document)
2. Care Management Service (CMS)
Through this service… (full paragraph)
3. Enhancing Cognitive Solutions (ECS)
This service provides a platform… (full)
4. Health Check-up Services (HCS)
The Health Check-up… (full)
5. Care Integration (CI)
The CI supplementary solution… (full)
6. Digital Tracking and Monitoring (DTM)
DTM is offered… (full)
7. Home Pick-up and Drop (HPD)
This supplementary solution… (full)
8. Hospital Discharge Logistics Management (HDLM)
This supplementary solution… (full list of services (i) to (xxi))
9. Member Logistics Management (MLM)
This service helps… (full list (i) to (xiv))
10. Out-of-Home Assistance (OHA)
This service will help… (full)
11. Out Station Medical Travel (OSMT)
This supplementary solution… (full)
12. Pest Control Services (PCS)
It is a supplementary solution… (full)
SCHEDULE IA – CARE PATHWAY PLANS AND SERVICE INCLUSIONS
We may offer different care pathway plans (including Care Pathway 1: Independent Living, Care Pathway 2: Health Needs, Care Pathway 3: Cognitive Care, Care Pathway 4: Recovery and Healing, Care Pathway 5: Medical Travel)… Any third-party costs… must be paid separately by the Customer.
SCHEDULE II – Additional Terms and Conditions of the Services
PART A – OHA, ECS, HCS, CI, MLM, HDLM, HPD, OSMT and PCS
- The Member is requested to check the Company-provided identity card of the staff visiting to provide the services.
- In case the staff is not carrying… (all 20 points as per document)
PART B – MEAS, DTM and CMS
- The actual location tracker… (all 15 points including limitations and indemnity)
SCHEDULE III – REFUND PERCENTAGE
| Subscription / Payment Plan | Service usage in days | Refund % to Member |
|---|---|---|
| Monthly | ≤ 15 days | 50% |
| > 15 days | 0% | |
| Quarterly | ≤ 15 days | 85% |
| 16 to 30 days | 60% | |
| 31 to 60 days | 25% | |
| > 60 days | 0% | |
| Half Yearly | ≤ 15 days | 85% |
| 16 to 45 days | 70% | |
| 46 to 90 days | 45% | |
| 91 to 150 days | 15% | |
| > 150 days | 0% | |
| Annual | ≤ 30 days | 85% |
| 31 to 90 days | 70% | |
| 91 to 180 days | 45% | |
| 181 to 270 days | 15% | |
| > 270 days | 0% |
Last Updated: 18th June 2026