Service Policy

Introduction

ElderWorld is committed to providing high-quality, compassionate senior care services to families across India. This Service Policy outlines the terms and conditions under which our services are provided, ensuring transparency, accountability, and clarity for all our clients.

1. Services Offered

ElderWorld provides a comprehensive range of senior care services, including but not limited to:

• Daily caregiving and personal care assistance
• Nursing and medical assistance at home
• Buddy companionship services
• Memory care and dementia support
• Emergency respite care
• Transportation and travel assistance
• Social engagement and activity coordination
• Meal planning and nutritional support
• Medication management and health monitoring
• 24/7 emergency support and coordination

All services are personalized based on individual needs and family preferences as outlined in the agreed-upon care plan.

2. Service Delivery Terms

2.1 Care Plan Development

Upon enrollment, we conduct a comprehensive assessment to develop a personalized care plan. This plan is created in collaboration with the family and is regularly reviewed and updated based on changing needs.

2.2 Caregiver Assignment

All ElderWorld caregivers (Buddies) are full-time, salaried employees who undergo rigorous background verification, training in elderly care, emergency response, and cultural sensitivity. We carefully match caregivers to clients based on personality, language, and care requirements.

2.3 Service Initiation

Care services typically begin within 3-4 days of enrollment completion, subject to caregiver availability and completion of all required documentation.

2.4 Communication and Updates

Families receive daily WhatsApp updates with photos and reports, weekly detailed summaries, and have 24/7 access to their dedicated Care Manager for any questions or concerns.

3. Payment Terms

3.1 Pricing

Service pricing is based on the level of care required and is clearly outlined in your service agreement. All fees are communicated transparently before service commencement.

3.2 Payment Schedule

Services are billed monthly in advance. Payment is due by the 1st of each month. Accepted payment methods include bank transfer, UPI, and online payment platforms.

3.3 Late Payment

A grace period of 7 days is provided for payment processing. Services may be suspended if payment is not received within 14 days of the due date.

4. Cancellation and Termination Policy

4.1 Client Cancellation

Clients may cancel services with 15 days' written notice. Refunds for prepaid services will be provided on a pro-rata basis, minus any outstanding dues or administrative fees.

4.2 ElderWorld Termination

ElderWorld reserves the right to terminate services in cases of non-payment, abusive behavior toward caregivers, or violation of agreed-upon terms. In such cases, 7 days' written notice will be provided.

4.3 Emergency Respite Care

Short-term emergency respite care services may be paused or resumed with 48 hours' notice based on family needs.

5. Privacy and Confidentiality

ElderWorld is committed to protecting the privacy and confidentiality of all client information. All personal, medical, and financial information is handled in accordance with applicable data protection laws and HIPAA-equivalent standards where relevant.

• Client health information is shared only with authorized family members and healthcare providers
• All caregivers sign confidentiality agreements
• Photos and updates shared with families are private and not used for marketing without explicit consent
• All data is stored securely and accessed only by authorized personnel

6. Liability Limitations

6.1 Scope of Services

ElderWorld provides non-medical caregiving and support services. We coordinate with medical professionals but do not replace professional medical care. Families are responsible for medical decisions and ensuring appropriate healthcare provider relationships.

6.2 Emergency Situations

While ElderWorld provides 24/7 emergency coordination and support, we cannot guarantee prevention of all medical emergencies or accidents. Our caregivers are trained in first aid and emergency response protocols and will act swiftly to coordinate professional medical assistance when needed.

6.3 Property Damage

ElderWorld is not liable for property damage caused by circumstances beyond our caregivers' control or by the client themselves. Intentional damage by our staff will be investigated and addressed appropriately.

7. Grievance Resolution

We are committed to addressing all concerns promptly and professionally:

• Contact your dedicated Care Manager for immediate concerns
• Escalate to management if the issue is not resolved within 48 hours
• All formal complaints will be investigated within 7 business days
• Written responses will be provided for all documented grievances

8. Policy Amendments

ElderWorld reserves the right to update this Service Policy as needed to reflect service improvements or regulatory changes. Clients will be notified of significant policy changes with at least 30 days' notice.