Terms & Conditions

CareOff is a technology platform that connects individuals and families seeking non-medical care services ("Care Seekers") with independent care providers ("Caregivers"). CareOff does not itself provide medical, nursing, emergency, hospital, clinical, or healthcare services. Our role is limited to facilitating access to non-medical care support through the Platform.

CareOff's Platform may include, among other things, the following services:

To use the Platform, you must be at least 18 years of age and competent to enter into a legally binding contract under applicable law. If you access or use the Platform on behalf of another person, including a family member, dependent, elderly person, patient, or organisation, you represent that you are authorised to do so and that you are responsible for ensuring compliance with this Agreement.

You may be required to create an account to use certain features of the Platform, book Care Services, manage payments, purchase a Subscription Plan, or contact customer support. You agree to provide accurate, complete and up-to-date information and to promptly update such information if it changes. You are solely responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account. You must notify us immediately of any suspected unauthorised access, misuse, security breach or unauthorised transaction.

CareOff may conduct a multi-layered onboarding and vetting process for Caregivers, which may include identity verification, background checks, police verification, document review, reference checks, interviews, training modules, skill assessments, and third-party verification services. Caregivers may also be required to complete training modules through the CareConnect Hub.

You may book Care Services through the Platform for the times, durations, locations and service categories available on the Platform. All bookings are subject to Caregiver availability, geographic coverage, service eligibility, operational feasibility and confirmation through the Platform or by CareOff.

You agree to pay all fees, charges, taxes, service fees, cancellation charges, subscription fees, add-on charges and other amounts applicable to the Care Services or Platform offerings selected by you. All payments are processed through third-party payment gateways, banks, card networks, UPI providers, wallet providers or other authorised payment service providers. CareOff is not responsible for failures, delays, authorisation declines, chargebacks, network errors, payment instrument issues, bank-side issues or other problems attributable to such third-party payment service providers, except to the extent required by applicable law.

Unless otherwise stated on the Platform, applicable pricing, inclusions, service duration, add-ons, taxes, cancellation rules, refund eligibility, and other commercial terms will be displayed at the time of booking or purchase. You are responsible for reviewing all such information before confirming a booking, payment, purchase or subscription.

CareOff may offer Subscription Plans on a monthly, quarterly, annual, prepaid, recurring, usage-based, package-based or any other basis as displayed on the Platform from time to time. Subscription Plans may include specified Care Services, booking benefits, membership benefits, concierge support, priority support, discounted rates, allocated service hours, caregiver replacement assistance, family-care coordination, or any other benefits described on the Platform at the time of purchase.

The exact pricing, billing cycle, inclusions, usage limits, validity period, service credits, renewal date, applicable taxes, discounts, promotional benefits, free-trial terms, cancellation rights, refund eligibility and other plan-specific terms may vary from time to time and will be displayed on the Platform, in the checkout flow, invoice, plan confirmation, account dashboard, or subscription confirmation communication. If there is any conflict between these Terms and the specific commercial terms displayed for a Subscription Plan at the time of purchase, the plan-specific terms will apply to that Subscription Plan to the extent of such conflict, unless prohibited by applicable law.

You may purchase or activate a Subscription Plan only through an explicit and affirmative action, such as selecting the plan, accepting the applicable plan terms, and confirming payment or payment authorisation. We will not treat silence, inactivity, pre-ticked boxes, or default selections as your consent to purchase a Subscription Plan.

By purchasing a Subscription Plan, you authorise CareOff and/or its authorised payment service providers to charge the applicable subscription fee and other amounts payable by you in accordance with the plan terms selected by you, the payment mandate approved by you, and applicable law. Where a Subscription Plan involves recurring payments, auto-renewal or an electronic mandate, such payment arrangement will be subject to applicable Reserve Bank of India, National Payments Corporation of India, card network, bank, payment aggregator, payment gateway and other payment-system rules.

If you select a Subscription Plan that renews automatically, your Subscription Plan will renew at the end of each billing cycle unless you cancel it before the applicable renewal date or unless it is otherwise terminated in accordance with this Agreement. The renewal charge will be based on the then-applicable plan fee, taxes and charges notified or displayed to you, subject to applicable law and payment-system requirements.

Recurring payments may require additional authentication, mandate registration, pre-debit notification, spending limits, payment-instrument validation or other steps required by your bank, payment service provider, card network, UPI system or applicable law. If a recurring payment fails, is declined, is reversed, or cannot be processed, we may suspend, downgrade, restrict or terminate the relevant Subscription Plan, require an alternative payment method, or charge for services on a non-subscription basis until payment is successfully completed.

CareOff may revise, modify, introduce or discontinue Subscription Plans, pricing, inclusions, usage limits, discounts, promotional offers, service areas, caregiver categories or billing cycles from time to time. Subscription pricing is therefore dynamic and may change periodically based on operational costs, service availability, market conditions, taxes, regulatory requirements, caregiver costs, promotional strategy and other relevant factors.

Unless a change is required immediately for legal, regulatory, safety, fraud-prevention, payment-system or operational reasons, material changes to the pricing or core inclusions of an active recurring Subscription Plan will ordinarily apply from the next renewal cycle after notice is provided through the Platform, email, SMS, WhatsApp, account notification, invoice, payment mandate communication, or any other reasonable method. If you do not agree to the revised pricing or plan terms, you may cancel the Subscription Plan before the next renewal date. Continued use of the Subscription Plan after the effective date of the revised terms will constitute acceptance of the revised terms.

All prices are exclusive or inclusive of taxes as displayed on the Platform. You are responsible for all applicable goods and services tax, cess, levies, duties, payment charges, convenience fees and other statutory or transactional charges associated with your Subscription Plan, unless expressly stated otherwise.

Subscription benefits are limited to the plan purchased by you and may be subject to usage limits, service-hour caps, location restrictions, Caregiver availability, service category limitations, booking windows, fair-usage controls, exclusions, or other conditions displayed on the Platform or communicated to you. Unused benefits, credits, hours or discounts may expire at the end of the applicable billing cycle or validity period unless the plan-specific terms expressly state otherwise.

Subscription Plans are personal to the purchasing User or the family/account group expressly permitted under the relevant plan. You may not sell, assign, transfer, sublicense, share commercially, resell, or otherwise make a Subscription Plan available to any third party without our prior written consent. CareOff may refuse, suspend or cancel any Subscription Plan where it reasonably suspects misuse, fraud, unauthorised sharing, commercial resale, unsafe conduct, abusive behaviour, non-payment, or violation of this Agreement.

CareOff may offer free trials, introductory pricing, referral credits, discounts, promotional benefits or limited-period offers at its discretion. Such offers may be subject to additional conditions, eligibility criteria, validity periods, usage restrictions and withdrawal rights. Unless expressly stated otherwise, promotional benefits are non-transferable, have no cash value, cannot be combined with other offers, and may be modified or withdrawn prospectively at any time.

If a free trial or promotional period converts into a paid Subscription Plan, we will disclose the applicable conversion terms, billing date and price before you are charged, and any recurring payment will be subject to your affirmative consent and applicable payment-system requirements.

You may cancel your Subscription Plan through the subscription-management functionality on the Platform, by contacting CareOff customer support, or by any other cancellation method made available by CareOff. We will not require cancellation through an unreasonably complex, hidden or ambiguous process. Cancellation instructions may be updated from time to time and will be made reasonably accessible on the Platform or through customer support.

Cancellation will ordinarily take effect at the end of the then-current billing cycle unless the plan-specific terms, applicable law, or CareOff's customer support confirmation states otherwise. After cancellation, you may continue to access the paid benefits until the end of the current billing period, subject to plan terms and continued compliance with this Agreement. If you cancel close to a renewal date, your cancellation may not prevent a charge that has already been initiated by the payment service provider, bank, card network or UPI system; in such cases, your refund rights, if any, will be determined in accordance with these Terms, the applicable plan terms and applicable law.

You may also cancel or modify an electronic payment mandate through your bank, card issuer, UPI application, payment service provider or other payment instrument provider, subject to their procedures. Cancellation of a payment mandate does not automatically cancel any unpaid amounts already due to CareOff or Caregivers for services availed by you.

Subscription fees are generally charged for the applicable billing cycle or validity period and, unless expressly stated otherwise in the plan-specific terms or required by applicable law, are non-refundable once the Subscription Plan has commenced or renewed. CareOff may, at its discretion, provide pro-rated credits, service credits, rescheduling support, replacement assistance or other remedies in appropriate cases, including where a confirmed Care Service is unavailable due to reasons attributable to CareOff or where applicable law requires a refund.

Accepted refund requests, where applicable, will be processed within a reasonable period and in accordance with applicable law, payment-service-provider timelines, banking timelines and regulatory requirements. Refunds may be made to the original payment method or any other legally permitted method determined by CareOff or the relevant payment service provider.

CareOff may suspend, downgrade, restrict, pause or terminate a Subscription Plan if: (a) payment fails or is reversed; (b) you breach this Agreement; (c) you misuse the Platform, Care Services, Caregivers or subscription benefits; (d) you engage in abusive, unsafe, fraudulent, unlawful or inappropriate conduct; (e) service delivery becomes impracticable due to safety, availability, geographic, operational or regulatory reasons; (f) the relevant plan is discontinued; or (g) such action is required to comply with applicable law, payment-system rules or directions of competent authorities.

Where reasonably practicable, CareOff will provide notice of suspension, downgrade or termination. However, we may take immediate action without prior notice where necessary to protect users, Caregivers, the Platform, payment systems, public safety, legal compliance or CareOff's legitimate interests.

Cancellation, rescheduling and refund rights for individual Care Service bookings will be governed by the cancellation and refund terms displayed on the Platform at the time of booking, the plan-specific terms applicable to your Subscription Plan, and applicable law. A Subscription Plan does not guarantee Caregiver availability for every requested time slot, location or service category. If a Caregiver becomes unavailable, CareOff may attempt to provide a replacement, reschedule the booking, issue a credit, or provide any other remedy described on the Platform or required by applicable law.

Where a Care Service is defective, deficient, materially different from the characteristics represented, or not delivered due to reasons attributable to CareOff or the relevant Caregiver, your remedy will be determined in accordance with the applicable booking terms, plan terms, these Terms and applicable law. Force majeure events, user-side unavailability, unsafe premises, incorrect information provided by you, denial of access, or circumstances outside CareOff's reasonable control may affect cancellation, rescheduling and refund eligibility.

You agree to use the Platform and Care Services in a lawful, respectful and responsible manner. You must treat Caregivers, CareOff personnel and other users with dignity, courtesy and respect. You are responsible for providing a safe, hygienic and appropriate environment for Caregivers, including accurate location information, service requirements, access instructions and any information reasonably necessary to perform the requested Care Services.

CareOff is not responsible for disputes, conflicts, damages, injury, loss or misconduct arising from interactions between you and a Caregiver except to the extent attributable to CareOff and not capable of exclusion under applicable law.

You consent to receive transactional, service-related, subscription-related and account-related communications from CareOff through the Platform, email, SMS, WhatsApp, telephone, push notification, in-app message, invoice, payment-mandate communication, or any other contact details provided by you. These communications may include booking confirmations, payment confirmations, subscription renewal reminders, pre-debit notices, price-change notices, cancellation confirmations, support messages, safety notices and policy updates.

Electronic records, click-wrap acceptances, OTP-based confirmations, payment confirmations, mandate approvals, account notifications and digital communications may be used to evidence your consent, authorisation, booking, subscription purchase, renewal, cancellation or other transaction, subject to applicable law.

CareOff processes personal data in accordance with its Privacy Policy and applicable law. Subscription-related data may include account details, beneficiary details, contact information, address, booking history, payment status, plan details, subscription usage, support interactions, invoices, mandate information and other information required to provide and administer Subscription Plans and Care Services.

CareOff does not store complete card, UPI, banking or payment authentication credentials unless permitted by applicable law and relevant payment-system rules. Payment information may be processed by authorised payment service providers in accordance with their own terms, privacy notices and regulatory obligations.

All content, software, technology, trademarks, logos, designs, training materials, CareConnect Hub materials, text, graphics, interfaces, workflows, databases, know-how and other materials made available through the Platform are owned by CareOff or its licensors and are protected by applicable intellectual property laws. You may not copy, reproduce, modify, distribute, sell, license, reverse engineer, exploit or create derivative works from any Platform content without our prior written consent.

Subject to your compliance with this Agreement, CareOff grants you a limited, revocable, non-exclusive, non-transferable licence to access and use the Platform for your personal and lawful use.

The Platform may use or link to third-party services, including payment gateways, banks, UPI providers, identity-verification vendors, background-check providers, maps, communication tools, cloud providers, analytics providers and other service providers. Your use of such third-party services may be subject to their own terms, privacy policies and operating rules. CareOff is not responsible for third-party acts, omissions, outages, fees, declines, errors or policies except to the extent required by applicable law.

The Platform and Care Services are provided on an "as is" and "as available" basis, subject to applicable law. CareOff does not warrant that the Platform will be uninterrupted, error-free, secure, available in all locations, compatible with all devices, or free from defects. CareOff does not guarantee that a particular Caregiver will be available, suitable or acceptable to you for any particular booking or Subscription Plan.

To the fullest extent permitted by applicable law, CareOff, its affiliates, directors, officers, employees, contractors, agents and representatives will not be liable for any indirect, incidental, special, consequential, exemplary or punitive damages, including loss of profits, loss of data, loss of goodwill, loss of opportunity, business interruption, emotional distress, or other intangible losses arising from or relating to your use of the Platform, Care Services or Subscription Plans.

To the fullest extent permitted by applicable law, CareOff's aggregate liability for all claims relating to the Platform, Care Services, Subscription Plans or this Agreement will not exceed the greater of: (a) the total fees paid by you to CareOff in the three months immediately preceding the event giving rise to the claim; or (b) INR 1,000.

Nothing in these Terms excludes or limits liability that cannot be excluded or limited under applicable law, including any non-waivable consumer protection rights.

You agree to defend, indemnify and hold harmless CareOff, its affiliates, directors, officers, employees, contractors, agents and representatives from and against all claims, damages, obligations, losses, liabilities, costs, expenses and demands, including reasonable legal fees, arising from or relating to: (a) your use or misuse of the Platform, Care Services or Subscription Plans; (b) your breach of this Agreement; (c) your violation of applicable law or third-party rights; (d) information provided by you that is inaccurate, incomplete or misleading; (e) unsafe or inappropriate conditions at the service location; or (f) your interactions with Caregivers, except to the extent caused by CareOff's wilful misconduct or any liability that cannot be excluded under applicable law.

We may suspend or terminate your account, access to the Platform, booking privileges, Subscription Plan, or any Platform feature at any time where we reasonably believe that: (a) you have breached this Agreement; (b) payment has failed or remains unpaid; (c) your conduct may endanger Caregivers, users, CareOff personnel or the Platform; (d) you have misused subscription benefits; (e) you have engaged in fraud, abuse, harassment or unlawful activity; (f) continued access would create legal, regulatory, payment-system, operational or safety risk; or (g) termination is required by applicable law or competent authority.

You may terminate your account by contacting us. Termination of your account does not automatically cancel amounts already due, bookings already completed, payment obligations already incurred, or provisions that by their nature should survive. Clauses relating to payments, refunds, intellectual property, disclaimers, limitation of liability, indemnity, dispute resolution, governing law, privacy and any other provisions that naturally survive termination will remain in effect.

CareOff may modify, suspend, discontinue or update any part of the Platform, Care Services, Subscription Plans, pricing, features, benefits, service areas, policies or these Terms from time to time. We may notify you of material changes through the Platform, email, SMS, WhatsApp, account notification, invoice, or any other reasonable method.

Changes to these Terms will be effective when posted on the Platform or on such later date as may be stated in the notice. Your continued use of the Platform, Care Services or Subscription Plans after the effective date of updated Terms constitutes acceptance of the updated Terms. If you do not agree to the updated Terms, you must stop using the Platform and may cancel your Subscription Plan before the next renewal date, subject to applicable plan terms and law.

For questions, complaints, grievances, refund requests, subscription cancellation assistance, billing issues or support requests, you may contact CareOff at:

CareOff will endeavour to acknowledge consumer complaints within the period required by applicable law and resolve them within the applicable statutory or reasonable timelines, subject to the nature of the grievance and information provided by you.

This Agreement is governed by and construed in accordance with the laws of India.

This Agreement constitutes the entire understanding between you and CareOff regarding your use of the Platform, Care Services and Subscription Plans, and supersedes all prior or contemporaneous understandings on the same subject matter. If any provision of this Agreement is held invalid, illegal or unenforceable, the remaining provisions will remain in full force and effect. CareOff's failure to enforce any provision does not constitute a waiver of that provision or any other rights.

You may not assign or transfer your rights or obligations under this Agreement without CareOff's prior written consent. CareOff may assign or transfer this Agreement as part of a merger, restructuring, acquisition, sale of assets, corporate reorganisation, or by operation of law, provided such assignment is not prohibited by applicable law.

CareOff will not be liable for any delay, failure, non-performance or service disruption caused by events beyond its reasonable control, including acts of God, epidemics, pandemics, natural disasters, strikes, labour disputes, internet failures, power failures, payment-system outages, regulatory actions, government restrictions, war, terrorism, civil unrest, accidents, transport disruptions, Caregiver unavailability due to emergency, or other force majeure events.

For questions regarding these Terms, please contact us at helpdesk@careoff.com.