Payments, Refunds, Cancellations, and Suspensions

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User Eligibility & Verification

Users acknowledge that, in order to request contact from the Company, they must be at least eighteen (18) years of age and provide accurate personal information, including but not limited to name, mobile number, and geographical details. Users may be required to verify their information through a one-time verification code or similar mechanism.

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Fees & Payments

To avail services from the Company, Users are required to pay the applicable fees, which may include, without limitation, subscription fees (biannual or annual), one-time service charges, or custom quotes issued by the Company. All prices quoted are exclusive of applicable taxes and payment gateway charges, unless expressly stated otherwise.

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Where at least one (1) elder registered under a User’s household is aged eighty (80) years or above at the time of enrolment or renewal, an additional ten percent (10%) age-based premium shall be applicable on the total plan fee.

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The applicable age shall be determined based on the age declared at the time of registration or renewal. The Company reserves the right to request reasonable documentation for age verification.

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The age-based premium shall apply for the entire duration of the applicable billing cycle and shall be payable in addition to all other applicable charges, taxes, and fees.

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Account Holder Status & Onboarding

A User shall be deemed an “Account Holder” once payment has been received by the Company, the User has been registered in the Company’s systems, and, where applicable, the formal onboarding process has been completed.

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The onboarding process may involve collection of information necessary for service delivery, including medical details, emergency contacts, insurance information, and identification documents. Users are responsible for ensuring that all information provided is accurate and up to date. Failure to do so may result in suspension or termination of services, at the Company’s discretion.

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Refunds & Cancellations

Users may request:

• a full refund of an annual subscription amount if requested within thirty (30) days from the date of purchase; and

• a pro-rata refund if requested within ninety (90) days from the date of purchase.

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Cancellation requests made after the above periods may be accepted; however, no refunds shall be issued.

All approved refunds shall be processed through the original mode of payment.

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Expense & Emergency Account Refunds

Upon termination of the Company’s services, any unused balance remaining in the User’s expense and emergency account shall be refunded to the same bank account from which such funds were originally received. Refunds shall be processed within fifteen (15) days from receipt of a written refund request from the User, subject to reconciliation of outstanding dues, if any.

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Data Sharing for Service Delivery

The Company does not share User personal information with third parties during the registration process. Once a User becomes an Account Holder, the Company may share relevant and limited information with third-party service providers solely for the purpose of delivering the requested services, in accordance with applicable data protection laws.

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Third-Party Services & Expense Fund Usage

For services availed from third-party providers (other than complimentary inclusions), charges at actuals shall be deducted from the User’s expense or emergency fund. The Company acts solely as a facilitator for such transactions and shall not be liable for the quality, outcome, or delivery of third-party services.

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Such charges are payable immediately and are non-refundable, except to the extent refunded by the third-party service provider. Invoices and receipts shall be made available through the Yodda Entrust application.

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The Company does not utilise funds from the expense or emergency account for gratuity purposes. Users or their representatives are responsible for ensuring that sufficient funds are maintained in the expense account at all times. Failure to do so may result in immediate suspension or termination of services.

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In the exceptional event that the Company makes a payment to a third-party service provider on behalf of the User, the User shall reimburse the Company within twenty-four (24) hours. Failure to do so shall entitle the Company to terminate services with immediate effect and recover the outstanding amount along with interest calculated at twelve percent (12%) per annum, from the date such payment was made until full recovery.

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Plan Suspension During Travel

If an Account Holder travels during the tenure of an active plan, they may request a temporary suspension of services, subject to Company approval. Such suspension shall be for a minimum period of thirty (30) days and a maximum of one hundred eighty (180) days. Only one suspension shall be permitted during a plan tenure. No refunds shall be issued for suspended periods unless expressly agreed in writing.

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Office Hours:

Office hours of the Company shall be from 9:30 AM to 6:30 PM, Monday to Saturday, excluding officially declared holidays.

Out-of-office hours services availed between 6:30 PM and 9:30 AM from Monday to Saturday, at any time on Sundays, or on officially declared holidays, shall attract an additional charge of INR 500 per service or per hour, whichever is shorter. Applicable taxes, including GST, shall be charged additionally as per prevailing law. This fee must be transferred to the Company’s designated Yodda Revenue Account and shall not be adjusted against the User’s expense account, emergency account, wallet balance, or any other credit maintained with the Company.

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Plans & Services

Complimentary Inclusions:

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The Company reserves the right to modify, replace, restructure, or discontinue any complimentary inclusions at its sole discretion, without prior notice.

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All complimentary inclusions are subject to the following monetary caps:

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• Ambulance Services: INR 3,500

• Doctor Tele-consultations: INR 500

• At-Home Doctor Visits / Specialist Appointments: INR 1,500

• Blood Fitness Test: INR 1,000 or INR 2,250, depending on the selected plan

• Other Services: INR 750

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If a User chooses to avail services from a premium service provider or a service provider of their own choosing, the User shall be responsible for paying any cost exceeding the applicable cap, using their expense funds.

All complimentary inclusions, including ambulance services, are subject to third-party availability.

Unused complimentary inclusions, including complimentary Yodda Visits, shall not carry forward upon renewal, downgrade, or upgrade of a User’s plan. Upon renewal or upgrade, Users will receive a fresh set of inclusions as applicable to their most recent plan.

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Other Inclusions/Value Added Services:

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The Company reserves the right to modify, replace, restructure, or discontinue any other inclusions or value-added services at its sole discretion, without prior notice.

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Service fees may apply to Users on select plans. Such fees may be charged per thirty (30) minutes or per service, whichever duration is shorter. Users are required to confirm with the Company whether service fees are applicable to their plan prior to availing the service.

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All Users, irrespective of whether they hold an active subscription, may avail long-term nursing and caretaking services facilitated by the Company. These services are provided through third-party agencies; accordingly, nurses and caretakers are not employees of the Company, and all liability rests solely with the third-party agency.

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• Requests must be made for a minimum duration of 30 days, with a 50% non-refundable deposit payable upfront before initiation of the search.

• 15-day placements may be granted only on an exceptional basis and shall require a 100% non-refundable deposit payable upfront before initiation of the search.

• Refunds shall be issued only in the event of death, a serious change in condition, or the Company’s inability to source suitable profiles within a reasonable timeframe.

• Users availing these services without an active subscription will not receive support for emergencies or other service requests.

• ​A maximum of three (3) caretaker or nurse replacements shall be provided per User engagement, irrespective of the circumstances leading to replacement, including but not limited to resignation by the caretaker, termination by the User, incompatibility, misconduct, abandonment of duty, concerns arising at the User’s premises, environmental concerns, or any other reason. Upon exhaustion of three (3) replacements, the Company shall have no further obligation to facilitate additional profiles under the same engagement. At its sole discretion, the Company may issue a proportionate refund of the facilitation fee, where applicable, and shall thereafter bear no further responsibility to provide services under that engagement.

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All Users, irrespective of whether they hold an active subscription, may avail companionship services from the Company. These services are provided by Company volunteers. Accordingly, all risks associated with such interactions are borne solely by the User, and the Company shall not be liable for any loss, damage, or injury arising therefrom. Companionship services are provided strictly upon request and shall be charged per hour or per interaction, whichever duration is shorter.

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Yodda Visits:

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Yodda Visits may be utilised only in accordance with the User’s active plan. For example, Users on a Standard Plan may use Yodda Visits solely for accompanying elders and/or medical-related work, unless a Convenience add-on has been purchased.

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Yodda Visits have no monetary value and cannot be exchanged for any other service, inclusion, or benefit, nor can they be redeemed for cash.

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Yodda Visits are non-transferable between Users.

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Each Yodda Visit includes up to two (2) hours of service time. For accompaniment services, service time shall commence once the FCR arrives at the User’s residence or the elder’s location, as applicable. For task-based or execution services performed on behalf of the User, service time shall commence from the moment the FCR begins the journey to perform the requested task.

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Unused paid Yodda Visits shall carry forward to a subsequent plan availed with the Company. However, such Yodda Visits shall not be refundable in cash in the event the User terminates their relationship with the Company.

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Any additional Yodda Visits purchased are non-refundable and shall not be refunded at the end of a User’s plan. Such visits will carry forward to future terms only if the User renews their plan with the Company.

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The cost of Yodda Visits varies based on the User’s plan. Users are required to consult with the Company to confirm the applicable rates prior to availing the service.

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Yodda Visits may be availed by all Users, including those without an active subscription, subject to the applicable rates communicated by the Company.

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Users are required to place requests for Yodda Visits at least twenty-four (24) hours in advance. The Company shall not be under any obligation to fulfil requests made with shorter notice. Same-day or urgent requests may be accommodated solely at the Company’s discretion and subject to availability. FCR availability shall also be strictly on a first-come, first-served basis and shall remain subject to operational capacity, scheduling constraints, and geographic coverage at the time of request.

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Yodda Visits are carried out by the Company’s Field Care Representatives (“FCRs”). To the fullest extent permitted by law, the Company shall not be responsible or liable for any loss, injury, damage, medical outcome, delay, or adverse event arising from or in connection with a Yodda Visit, whether foreseeable or unforeseeable, and regardless of the cause, including acts or omissions of the FCR, third parties, or the User, except where such liability cannot be excluded under applicable law. Yodda Visits are support and assistance services only and do not constitute medical, legal, or professional advice or treatment.

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Mandatory Utilisation and Lapse of Complimentary Visits

Users subscribed to the Standard Plan, Comprehensive Plan, and applicable Specialised Care Plans are required to utilise a minimum of one (1) complimentary Yodda Visit per calendar month. Users subscribed to the discontinued Basic Plan are required to utilise a minimum of one (1) complimentary Yodda Visit every two (2) calendar months.

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If the required minimum utilisation is not met, the corresponding complimentary visit(s) for that period shall automatically lapse in accordance with the applicable timeline. Should the User exhaust their complimentary visit allocation, additional visits must be purchased in order to continue availing the service.

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The above mandatory utilisation requirement shall apply only to complimentary visits included within a User’s plan. It shall not apply to paid visits purchased separately, which may be utilised at the User’s discretion, nor shall it apply to customised plans unless expressly stated in writing.

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The following exceptions shall apply:

1. If a User commences or renews their plan on or after the fifteenth (15th) day of a calendar month, no mandatory utilisation requirement shall apply for that month.

2. If a User’s plan is formally suspended for any calendar month, no mandatory utilisation requirement shall apply during the period of suspension.

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Notwithstanding the above, the Company reserves the absolute right to determine, at its sole discretion, whether a complimentary visit shall lapse for any particular month, based on operational, service, or equitable considerations.

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Negative Balance and Replenishment of Visits

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In exceptional or urgent circumstances, the Company may, at its sole discretion, permit a User’s visit balance to go into a negative balance of up to three (3) visits to accommodate immediate service requirements.

The User shall be required to replenish and clear the negative balance within forty-eight (48) hours by purchasing the requisite number of visits or renewing their plan, as applicable. Failure to do so shall entitle the Company to suspend Yodda Visit services and/or the User’s plan until such balance is regularised.

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Yodda Visits as a Value-Added Service (VAS):

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Yodda Visits may be availed as a standalone Value Added Service (“VAS”) by individuals who do not hold an active subscription with the Company.

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VAS Yodda Visits shall be charged at INR 1,000 per hour or per service, whichever is shorter. Applicable taxes, including GST, shall be charged additionally as per prevailing law.

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All VAS requests are subject to geographic serviceability, operational feasibility, and FCR availability at the time of booking. Service coverage shall be restricted to locations formally serviced by the Company, as determined at its sole discretion.

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FCR availability for VAS requests shall be strictly on a first-come, first-served basis. Yodda Care subscription customers shall at all times be prioritised over VAS users in scheduling and deployment.

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VAS requests must be placed at least twenty-four (24) hours in advance. The Company shall not be under any obligation to accommodate urgent or same-day requests.

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To the fullest extent permitted by law, the Company shall not be responsible or liable for any loss, injury, deterioration in medical condition, hospitalisation, death, delay, or adverse outcome arising from or in connection with a VAS Yodda Visit, whether foreseeable or unforeseeable, and regardless of cause, including acts or omissions of the FCR, third parties, medical facilities, or the User. VAS Yodda Visits constitute facilitation and support services only and do not amount to medical supervision, treatment, or professional advice.

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Enhanced Emergency Protocol

An enhanced emergency response protocol is available exclusively to Users subscribed to the Comprehensive Plan and applicable Specialised Care Plans, and is currently operational only within Pune, Maharashtra. Under this protocol, the Company may deploy up to two (2) Field Care Representatives (“FCRs”) during an emergency, subject to availability and operational feasibility. For Comprehensive Plan Users, deployment of a second FCR is not automatic and must be expressly requested at the time of the emergency; otherwise, only one (1) FCR shall be deployed. For applicable Specialised Care Plan Users, deployment of up to two (2) FCRs may be initiated as part of the response, subject to operational judgment. For the first deployed FCR, the initial four (4) hours of assistance during a single emergency instance shall be complimentary, after which Yodda Visits shall be debited in accordance with the User’s plan. Where a second FCR is deployed, Yodda Visits shall be debited from the commencement of service for such second FCR without any complimentary period. All deployments shall be subject to geographic coverage and FCR availability at the time of request. The Company shall use reasonable efforts to deploy FCRs in accordance with the applicable plan; however, no guarantee is made as to response time, specific staffing availability, outcome, or medical result.

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Ambassador Program

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The Company reserves the right to cancel or change the terms of this program at their sole discretion and without prior notice.

 

The points and rewards will only be credited once a successful referral is made and once the referral confirms the referee. The Company reserves the right to retract any rewards given in the event that the referral chooses to cancel their plan within the refund period.

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Each reward has a validity of six months from the date of redemption. Extensions on these rewards will not be granted under any circumstance. ​

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The Ambassador Program is only applicable for those who purchase a standard plan with Yodda. Points will not be allocated to those Users who refer others onto a custom plan. 

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Referral Cashback Program

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The Company may, at its discretion, offer a referral-based cashback program to eligible Users (“Referral Cashback Program”). Participation in the Referral Cashback Program is subject to these Terms and any additional conditions added by the Company at its sole discretion from time to time.

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Under this program, both the referring User (“Referrer”) and the referred User (“Referee”) shall be eligible to receive cashback benefits, where applicable. The cashback amount credited to each eligible User shall be equivalent to one (1) month of the base subscription plan value purchased by the Referee.

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Cashback credited under the Referral Cashback Program:

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• shall be applied as a non-withdrawable, non-transferable account credit;

• shall expire six (6) months from the date of credit, unless utilised earlier;

• shall be applied before any other available balances in the User’s account have been exhausted; and

• may be utilised solely toward payments for services rendered directly by the Company. Cashback cannot be redeemed for cash, transferred to a bank account or another User, or used to reimburse expenses incurred independently by the User, including payments made directly to third-party service providers.​

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The Company reserves the right, in its sole discretion, to withhold, reverse, cancel, or recover any cashback credited if:

• the referral or cashback is found to have been obtained through misuse, misrepresentation, manipulation, or fraudulent activity; or

• the Referee cancels their subscription, becomes eligible for a refund, or exits the service within the applicable refund or cooling-off period, whether a full or pro-rata refund is issued.

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The Company further reserves the right to modify, suspend, or terminate the Referral Cashback Program, including eligibility criteria, cashback value, validity period, and usage conditions, at any time and without prior notice. Continued participation in the program shall constitute acceptance of the modified terms.

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Disclaimers & Liabilities

 

Services are provided on an “as-is” and “as-available” basis, within the geographical limits applicable to the User’s registration with the Company. The Company makes no representations or warranties, express or implied, regarding the reliability, timeliness, quality, continuity, or availability of any services, whether provided directly by the Company or through third-party service providers. Use of the services is at the User’s sole risk, to the maximum extent permitted under applicable law.

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In the event of an emergency or critical service request, the Company shall use reasonable best efforts to facilitate assistance. However, the Company does not guarantee response times, outcomes, or successful resolution of such requests.

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To the fullest extent permitted under applicable law, the Company shall not be liable for any indirect, incidental, special, or consequential damages, including personal injury, loss, or death, arising out of or in connection with the use of the services. Nothing in this section shall exclude or limit liability where such exclusion or limitation is not permitted under law.

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The Company is not a hospital, clinical establishment, medical service provider, ambulance operator, diagnostic centre, or healthcare institution of any kind. The Company does not employ doctors, surgeons, nurses, paramedics, therapists, or licensed medical practitioners for the purpose of delivering medical diagnosis, treatment, or clinical care. Any services facilitated by the Company are non-clinical support, coordination, and assistance services only.

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Nothing communicated by the Company, whether through its representatives, Field Care Representatives (FCRs), digital platforms, written materials, or otherwise, shall be construed as medical advice, diagnosis, prescription, treatment recommendation, or clinical opinion. Users must at all times seek independent advice from qualified medical professionals for any medical condition, emergency, or health-related concern.

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Where the Company facilitates access to third-party service providers, including but not limited to hospitals, clinics, doctors, nurses, diagnostic centres, ambulance providers, or caretaking agencies, such services are provided solely by independent third parties. The Company does not control, supervise, or assume responsibility for the medical, professional, or clinical decisions made by such third parties. All medical judgment, treatment decisions, and clinical outcomes remain solely the responsibility of the relevant licensed professional or institution.

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The Company does not guarantee medical outcomes, recovery, improvement in condition, prevention of deterioration, or survival. Users acknowledge that any reliance on services facilitated by the Company is undertaken at their own discretion and risk.

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To the fullest extent permitted under applicable law, the Company disclaims all liability arising from or in connection with medical treatment, clinical decisions, professional advice, delay in medical intervention, deterioration in health, hospitalisation, or death, whether occurring directly or indirectly in connection with the services.