Payments, Refunds, Cancellations, and Suspensions
 

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.
 

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.

Unless otherwise specified by the Company for a particular plan, the applicable fee covers services for up to two (2) persons registered as elders under a single plan (for example, both parents, or two elders within the same household). Services for a third or subsequent person shall require a separate plan or an additional fee, as communicated by the Company.

The Company's preferred modes of payment are bank transfer, UPI, and cheque, none of which attract any additional charge from the Company. Where a User elects to pay by credit card or any other instrument that attracts a payment gateway or transaction charge (currently 4% for card payments processed through the Company's payment gateway), such charge shall be borne by the User, shall be communicated to the User prior to payment, and shall be payable over and above the applicable fee.

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.

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.

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.
 

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.

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.
 

Refunds & Cancellations

First-time subscribers to an annual plan may, within thirty (30) days from the date of payment, request cancellation and a pro-rata refund, provided that the Company shall be entitled to retain an amount equivalent to one (1) month of the plan fee (calculated on the base plan value, exclusive of taxes and any age-based premium) towards services made available; the balance shall be refunded without adjustment of applicable taxes. This refund is available only to first-time subscribers and does not apply to the renewal of an existing annual plan.

No refund shall be available for any plan with a commitment/subscription period of less than one (1) year (including half-yearly, quarterly, or monthly plans), or for any annual plan renewal, irrespective of when cancellation is requested.

If the Company terminates its services, or is unable to render, refuses, or discontinues services for reasons attributable to the Company, the applicable fee shall be refunded: (i) in full, to the extent services have not been rendered; or (ii) on a pro-rata basis for the remaining unexpired term, to the extent services have been partly rendered.

All approved refunds shall be processed through the original mode of payment within fifteen (15) business days of approval.

 

Expense & Emergency Account Refunds

Following termination of the Company's services and effective cancellation of the User's account, the User may submit a written request for refund of the balance remaining in the User's expense and emergency account. The Company shall process the refund within fifteen (15) days of receiving such request, provided that no such refund shall be processed before thirty (30) days from the date of cancellation of the account, to allow reconciliation of any outstanding dues. The refund shall be remitted to the same bank account from which such funds were originally received.

 

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.

 

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.

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.

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.

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.

 

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:

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

All complimentary inclusions are subject to the following monetary caps:

• 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

Unless expressly specified otherwise for a particular inclusion, all complimentary inclusions, monetary caps, Yodda Visits, and other value-added service allowances under a plan are provided in aggregate for the plan as a whole, and are to be shared and utilised between the persons covered under that plan (up to two, as set out under Fees & Payments above), and not separately, additionally, or on a per-person basis for each such person.

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.

The complimentary inclusions provided under this Plan are non-monetary benefits and shall not be deemed to have any cash value. Accordingly, such inclusions are non-transferable, non-refundable, and cannot be redeemed, exchanged, adjusted, or substituted for cash, credit, discount, refund, or any other monetary equivalent at any time.

For the avoidance of doubt, all such complimentary inclusions are provided on a "use it or lose it" basis. The User shall not be entitled to claim any refund, compensation, set-off, or monetary benefit in respect of any complimentary inclusion that remains unused, partially used, or unutilised during the applicable period.

Other Inclusions/Value Added Services:

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.

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.

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.

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.

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.

Yodda Visits:

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.

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

Yodda Visits are non-transferable between Users.

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.

the two paragraphs below previously described "unused paid Visits" and "additional purchased Visits" separately, with slightly different rules that read as inconsistent. Consolidated into one rule:

Any Visits a User has purchased — whether included as part of a paid add-on, or purchased separately — shall carry forward only if the User renews their plan with the Company, and shall not be refunded in cash under any circumstances, including on termination of the Company's services.

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.

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

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.

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.

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.

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.

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.

The following exceptions shall apply:

• 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.

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

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.

Negative Balance and Replenishment of Visits

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.

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

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

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.

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.

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.

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.

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

The enhanced emergency response protocol described in this section has been discontinued with effect from June 2026. It is not available on any new plan purchased on or after such date, nor on any renewal, upgrade, or downgrade of an existing plan effected on or after such date, regardless of plan type.

For Users on a Comprehensive Plan or applicable Specialised Care Plan purchased before June 2026, where such plan has not since been renewed, the Company may, on a purely discretionary and reasonable-efforts basis, continue to extend elements of this protocol. Its availability is not guaranteed in any circumstance, is dependent on the availability of Field Care Representatives ("FCRs") and other staff at the relevant time, and remains applicable only within Pune, Maharashtra. The Company may reduce, limit, modify, or entirely withdraw such availability at any time, without prior notice and without liability, and nothing in this section, in any prior communication or marketing material, or in any past instance of the Company having extended this protocol, shall be construed as a representation, commitment, or guarantee of its continued or future availability.

Where the Company does, at its discretion, extend this protocol, the Company may deploy up to two (2) FCRs during an emergency, subject to availability. Deployment of a second FCR must be expressly requested at the time of the emergency, failing which only one (1) FCR shall be deployed. For the first FCR deployed, the first 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 that FCR's service, with no complimentary period.

All deployments under this section are subject to geographic coverage and FCR/staff availability at the time of request, and are provided, if at all, on a reasonable-efforts basis only. The Company does not guarantee response time, staffing availability, outcome, or medical result. Nothing in this section entitles any User to demand deployment of a second FCR, and the Company's determination as to availability in any given instance shall be final.

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Referral Cashback Program

The Company does not operate any points-based Ambassador Program or similar loyalty rewards program; any such program previously referenced by the Company stands discontinued.

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.

Under this program, the referring User ("Referrer") alone — and not the referred User ("Referee") — shall be eligible to receive a cashback benefit. The Referee shall not receive any separate welcome bonus or cashback on account of the referral. The cashback amount credited to the Referrer shall be equivalent to one (1) month of the base subscription plan value purchased by the Referee, calculated before taxes and any age-based premium.

Cashback credited under the Referral Cashback Program:

• 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 Referrer'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 Referrer, including payments made directly to third-party service providers.

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.

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.

The Company shall receive and act upon requests, complaints, and communications from Users only through the Yodda application, a device or wearable purchased through and paired with the Company (such as a Yodda-enabled smartwatch or emergency device), or the Company's dedicated support/helpline numbers published by the Company from time to time (together, "Official Channels"). Any communication sent to an individual employee's or FCR's personal number, or through any channel not designated as an Official Channel — including WhatsApp or other chat messages, SMS to a personal or non-designated number, social media messages, or e-mail to an address not published by the Company as an Official Channel — shall not be deemed received by the Company. The Company shall have no obligation to act upon, and no liability whatsoever for any delay or failure to act upon, any communication sent otherwise than through an Official Channel.

For emergencies specifically, the Company shall recognise and respond only to requests raised through: (i) the SOS/emergency feature within the Yodda application; (ii) a Yodda-paired emergency device or smartwatch; or (iii) the Company's dedicated emergency command centre hotline number published by the Company (together, the "Emergency Channels"). No other mode of communication — including a call to a non-emergency number, WhatsApp or other chat messages, SMS, e-mail, or a social media message or post — shall be treated as an emergency request or shall trigger any obligation on the part of the Company to respond. The Company shall have no liability whatsoever for any delay in, or failure to provide, emergency assistance where the emergency was not communicated through an Emergency Channel.

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.

The Company relies on technology — including the Yodda application, SmartPhones, mobile and internet networks, servers, and, where applicable, third-party or wearable devices and sensors — to receive requests, alerts, and emergency signals through the Official Channels and Emergency Channels, and to deliver services. Users acknowledge that such technology may, from time to time and for reasons outside the Company's control, fail, malfunction, or be delayed or interrupted, including due to network or signal unavailability or congestion; an incompatible, outdated, malfunctioning, or powered-off device, operating system, or sensor; power outages; server downtime; or other technical failure of any kind. Any such failure, malfunction, delay, or interruption — including a signal, alert, or request that does not reach the Company for any such reason, even where sent through an Official Channel or Emergency Channel — shall not, by itself, constitute negligence or a breach of these Terms, and the Company shall not be liable for any resulting loss, damage, delay, or failure to respond, except to the extent directly caused by the Company's own gross negligence, fraud, or wilful misconduct.

Notwithstanding anything in these Terms, and to the maximum extent permitted by applicable law, if the Company is held liable for any damages arising out of or in connection with these Terms or the services, the Company's aggregate liability to a User, in connection with all claims taken together, shall not exceed the total fees paid by that User to the Company in the twelve (12) months immediately preceding the event giving rise to the claim; provided that this limit shall not apply to, and shall not operate to limit or exclude, the Company's liability arising from its own gross negligence, fraud, or wilful misconduct, or any other liability which cannot be excluded or limited as a matter of applicable law. Save as set out above, this cap shall be the sole and exclusive measure of the Company's monetary liability, applies regardless of the form of action (whether in contract, tort, strict liability, statute or otherwise), and shall apply even if any limited or alternative remedy fails of its essential purpose. No communication, course of dealing, or conduct of the Company shall be construed to expand the Company's liability beyond what is stated here.

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.

Users acknowledge that the Company is not an emergency responder, and does not itself dispatch ambulances, provide medical treatment, or make emergency or clinical decisions. The Company's role is limited to that of a facilitator, moderator, and helper, coordinating and assisting Users in accessing third-party services during an emergency or otherwise. The effectiveness of any such emergency coordination depends on the availability, responsiveness, and cooperation of hospitals, ambulance providers, government authorities, police, telecommunications networks, family members, and other third parties, all of whom are outside the Company's control, and for whose acts, omissions, delays, or unavailability the Company shall not be liable.

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.

As is standard in the healthcare industry, all clinical, medical, and emergency-response decisions are made solely by the concerned hospital, doctor, paramedic, ambulance provider, or other authorised and qualified professional attending to the User or their relative, and not by the Company or its FCRs, employees, or representatives.

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.

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.

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.

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.

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Acceptance of Terms

By creating an account, completing your onboarding with Yodda and/or accessing or using the Services, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions and the Terms of Service. You further acknowledge and agree that the services, features, inclusions, exclusions, benefits, limitations, and other details set out in your onboarding documents are governed by and subject to these Terms and Conditions and the Terms of Service.

In the event of any doubt, ambiguity, or conflict between these Terms and Conditions and the Terms of Service, the Terms of Service shall prevail.