Terms of Service

Jeevana is Jeevana (India) Private Limited.

You are the person who books and pays for the service.

Your parents means the older adult or adults a Care Partner visits. They may not be the person booking, and often are not.

If you are booking for someone other than yourself, you confirm that you are entitled to arrange care on their behalf, that they know Jeevana is involved, and that you will tell them what these terms say. Where your parents are able to make their own decisions, nothing in these terms overrides their right to decline a visit or any part of it.

Who we call. You will give us one person we can reach for decisions about a visit, and at least one emergency contact who is in the same city as your parents. Tell us when either changes. If we cannot reach you and a decision cannot wait, we will act in your parents' immediate interest and tell you as soon as we can.

Who the service covers. A booking covers the parent or parents named to us, at one address. If someone else in the household needs help, tell us and we will treat it as a separate booking.

Trained Care Partners who visit older adults in their own homes in Thane, Mumbai. A Care Partner accompanies your parents to appointments, runs errands, helps with things around the home, and spends time with them.

Care Partners are engaged by Jeevana. They are not your employees, contractors or agents, and you do not direct their work except by telling Jeevana what is needed.

Going further afield. Within Thane and Mumbai, a Care Partner goes wherever the visit takes your parents. A hospital, a clinic, a wedding, a bank. If what you need begins or ends beyond that, give us two days' notice. We will tell you honestly whether we can manage it and what it would cost, before you book anything. Sometimes the answer will be no.

Not medical care. A Care Partner does not diagnose, prescribe, change or administer medication, give injections, dress wounds or carry out any clinical procedure. They may collect prescribed medicines and remind your parents to take them, and nothing beyond that.

Not emergency response. In a medical emergency, call an ambulance on 108 first. A Care Partner who is present will stay, help with what needs doing and keep you informed, alongside emergency services and never instead of them.

Not household help. Cleaning, cooking and laundry are not part of the role, and a Care Partner may decline any such request.

Not nursing or supervision. Jeevana is for parents who are managing well and could use a hand. If your parents need nursing, physiotherapy or round-the-clock supervision, tell us and we will say so honestly rather than take the booking.

Nothing on our website, in a visit update, or in anything a Care Partner tells you is medical advice.

Book by filling in the request form on our website, or by messaging us on WhatsApp at +91 77770 40960. Tell us what is needed and choose a day and time.

A booking exists only once Jeevana has confirmed it to you in writing and payment has been received.

We will tell you who is coming before the visit. Every Care Partner carries a Jeevana photo ID and will show it at the door.

We may decline or end a booking where the request falls outside what Jeevana provides, where the environment is unsafe, or where a Care Partner is treated abusively.

We may also decide to stop working with your family. Where we can give you notice, we will. Where a Care Partner's safety is at stake, or where something you told us turns out to be seriously untrue, we may stop straight away. Either way, you get back everything you have paid for visits we have not delivered.

Packages are paid upfront and valid for 6 months. Prices include GST.

Moment: one visit, when you need it. ₹1,000 per hour.

Presence: ten hours, used whenever you need them. ₹9,000 (regular price ₹10,000). ₹900 per hour.

Continuum: thirty hours, for ongoing support. ₹25,000 (regular price ₹30,000). ₹833 per hour.

There is no travel charge, arrival fee or booking fee within our service area.

We may change our prices. The price that applies to a booking is the one confirmed to you in writing at the time of booking.

Payment is due at the time of booking. For Moment, we send you a payment link when we confirm the visit, and the visit is scheduled once payment is received. For Presence and Continuum, you pay for the package upfront and we schedule visits against your hours as you book them.

An additional visit, arranged while a Care Partner is with your parents, is payable at the time it is booked.

If a visit finishes early, the hour is still used. We do not refund part of a package for early completion, but we will hold it as credit against your next booking if you would rather. We will ask you which.

Unused hours. If your package expires with hours remaining, you may use them within 30 days of expiry by booking a visit. After that, unused hours lapse and are not refundable. If we end the arrangement, we refund the value of unused hours within 7 working days.

Care Partners never accept payment for the service. Do not offer a Care Partner cash, a card, UPI or a tip for a visit, and never ask them to hold a card or a PIN. The service is paid to Jeevana and to nobody else.

The only money that ever passes between you and a Care Partner is reimbursement of what she has already spent on your parents' behalf, against a receipt, under clause 7.

Errands often involve spending money, for example on groceries or prescribed medicines. This is how it works.

The Care Partner pays at the point of purchase, from her own funds, and photographs the receipt and sends it through Jeevana's approved channel at the time of purchase.

You reimburse the Care Partner the exact amount on that receipt, by UPI or bank transfer, on the same day where possible and in any event before the next visit. Jeevana sends you the receipt and the amount, so you never have to ask for it.

This is reimbursement of money already spent at your request. It is never payment for the service, never a tip, and never rounded up.

Your parents are never asked to hand over cash. If you would prefer your parents to reimburse the Care Partner in cash at the time, tell us in writing beforehand and we will record it against that visit.

Spending on your behalf is capped at ₹2,000 per visit unless you have approved a higher amount in writing beforehand. Anything without a receipt cannot be claimed from you.

A Care Partner will never ask you or your parents for money for anything other than a purchase you asked for, evidenced by a receipt.

Message us on WhatsApp.

A visit can be changed or cancelled free of charge up to 4 hours before its scheduled start, and we refund what you have paid to your original payment method within 7 working days. Within 4 hours, the visit fee is retained.

If nobody is home. The Care Partner will wait 20 minutes and try to reach you and your parents. If there is no answer, they will leave and we will tell you. The visit fee is retained.

We will never force entry into a home, and we will not ask you for keys or door codes. If we have reason to believe your parents are in danger and cannot be reached, we will contact you and your emergency contacts, and where necessary the building security, the police or emergency services. We will stay in touch with you throughout.

We may need to change a visit ourselves, for example if a Care Partner is unwell. We will tell you as soon as we know and offer an alternative. If we cancel and no alternative suits you, we refund you in full.

If a visit cannot go ahead because your parents are unwell or have been admitted to hospital, there is no cancellation charge and we refund you in full, whenever you tell us.

If your parents are in hospital and you would like a Care Partner there instead, ask us. We will say honestly whether we can, and what it would and would not include. It remains non-medical company and coordination, never nursing.

On the demise of a parent, tell us when you are able to. Any booked visits are cancelled and refunded in full, and we will settle anything owing within 10 working days. Where a booking covers two parents, the arrangement continues for the surviving parent unless you tell us otherwise.

Give us accurate information about what is needed and about your parents' circumstances, including anything that affects safety.

Tell us if your parents, or anyone else in the home, has a communicable illness, before the visit.

Provide a safe and lawful environment for the visit, including drinking water and access to a working washroom.

Keep cash, jewellery and important documents secured. Care Partners do not handle them.

Reimburse a Care Partner promptly for anything she has bought at your request, under clause 7.

Treat the Care Partner with respect. No one in the home, and no one who comes to it, may frighten, corner, touch or otherwise harm her. She may walk out of any visit she does not feel safe in, without asking anyone first, and that visit still counts as delivered. If this happens we will end the arrangement and take no further bookings from you. If she is harmed in your parents' home, you answer for it.

Tell us promptly if your parents' needs change in a way that takes them outside what Jeevana provides.

Care Partners are bound by the Jeevana Code of Conduct. Apart from a receipted reimbursement under clause 7, they will never accept cash or gifts of value, hold a bank card or PIN, be named in a will, act as a nominee, hold a power of attorney, or witness a will. Please do not ask them to. These rules protect your family and the Care Partner equally.

We send you an update after every visit, and it may include a photograph.

Your parents' dignity comes first. Where a parent asks that something not be shared, we will honour that, even if you ask us to share it. The one exception is where it affects their safety, and then we will always tell you.

Care Partners photograph only through Jeevana's approved channel, never on a personal device, and never your parents' documents.

We will not use any photograph, name, story or review involving you or your parents in our marketing without asking you separately and getting your agreement in writing. Agreement given once can be withdrawn at any time, and we will stop using it.

The relationship between your family and a Care Partner exists because Jeevana found, verified, trained and supervised that person, and continues to bear the cost of doing so.

During the period you use Jeevana, and for 12 months after your last booking, you agree not to engage any Jeevana Care Partner directly or through any other person or agency for care or related services, other than through Jeevana.

Nothing in this clause prevents any Care Partner from working in the eldercare profession generally.

Tell us. Message +91 77770 40960 or write to care@jeevana.com. We read every message.

Report any incident within 48 hours of the visit, so that we can establish what happened while it is fresh and while records are available.

Jeevana selects, verifies, trains and supervises its Care Partners, and will investigate any incident promptly and fairly. Where an incident involves loss or damage, we will cooperate fully with you and with the authorities, including sharing the Care Partner's verified identity and the service records for that visit.

Consumer Grievance Officer: Athira Murali, Co-founder care@jeevana.com · +91 77770 40960

Third parties. Where a Care Partner helps you arrange a doctor, hospital, laboratory, chemist, cab or technician, your arrangement is with them. Jeevana is not responsible for their work, their charges or their conduct, and we will help you take it up with them.

To the fullest extent permitted by law, Jeevana is not liable for indirect or consequential loss. Nothing in these terms limits or excludes any liability that cannot lawfully be limited or excluded, including liability for death or personal injury caused by negligence, or for fraud. Compensation is not payable on allegation alone.

You will cover Jeevana against any claim, loss or cost that arises because information you gave us about your parents' health, needs or circumstances was materially wrong or incomplete, because the home was unsafe in a way you knew about and did not tell us, or because a Care Partner was asked to do something these terms say they do not do.

This does not apply to anything caused by Jeevana's own negligence or breach of these terms.

Jeevana is not liable for a failure to provide a visit caused by something beyond its reasonable control, including a medical emergency, transport disruption, civil unrest, natural events or a public authority direction. We will tell you as soon as we can and will refund a visit that does not happen.

Raise any complaint with our Consumer Grievance Officer, named in clause 14, at care@jeevana.com or on WhatsApp. We will acknowledge within 2 working days and give you a substantive response within 10 working days. If you remain dissatisfied, you may pursue your rights under the Consumer Protection Act, 2019.

We may update these terms. The version published on this page when you book is the version that applies to that booking. We will notify families with an active arrangement of any material change, at least 15 days before it takes effect.

These terms, together with any written booking confirmation, are the entire agreement between you and Jeevana on this subject. If any part is held unenforceable, the remainder continues in effect. Jeevana may not assign these terms without your consent, except to a successor of its business.

A booking belongs to you and to the parents you have named. It cannot be passed on to anyone else, or used at another address.

Clauses 12, 13, 14 and 15 outlive your last booking, as does anything else meant by its nature to carry on.

These terms are governed by the laws of India. The courts at Mumbai, Maharashtra have exclusive jurisdiction, without prejudice to any right you have to approach a consumer forum where you reside.