Service Policy

2.1 Care Plan Development

Upon enrollment, we conduct a comprehensive free home consultation to develop a personalized care plan. This plan is created in collaboration with the family and includes health assessment, daily routine analysis, cultural preferences, and specific care requirements. The plan is regularly reviewed and updated based on changing needs.

2.2 Caregiver Assignment

All ElderWorld caregivers (Care Buddies) are full-time, salaried employees who undergo rigorous background verification, comprehensive training in elderly care, emergency response protocols, and cultural sensitivity. We carefully match caregivers to clients based on personality compatibility, language preferences (Kannada, Hindi, Tamil, English), specialized skills, and specific 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. Urgent cases can be prioritized for faster setup with coordination from our operations team.

2.4 Communication and Updates

Families receive comprehensive communication throughout the care journey:

• Daily WhatsApp updates with photos and activity reports after each visit
• Weekly detailed health and wellness summaries
• Always-available access to your dedicated Care Manager via phone, WhatsApp, or email
• Immediate notification of any health concerns or changes
• Monthly care plan review meetings (virtual or in-person)

3.1 Transparent Pricing

Service pricing is based on the tier selected (Lite, Essential, or Premium) and is clearly outlined in your service agreement. All fees are communicated transparently before service commencement. No hidden fees, ever.

3.2 Payment Schedule

Services are billed monthly or annually in advance. For monthly subscriptions, payment is due by the 1st of each month. Annual subscriptions offer 10% savings and are due upon enrollment. Accepted payment methods include NEFT, UPI, and international wire transfers for NRI families (Wise also supported).

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. We will communicate with you proactively before any service interruption.

4.1 Client Cancellation

Clients may cancel services with 30 days' written notice. Refunds for prepaid services will be provided on a pro-rata basis, minus any outstanding dues or administrative fees. The first two weeks are considered a trial period with full refund available if you're not completely satisfied.

4.2 Service Pauses

You can temporarily pause services (for family visits, parent travel, etc.) with 1 week's notice for pauses longer than 2 weeks. We'll preserve your Care Buddy assignment and resume services when ready.

4.3 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 with clear explanation.

6.1 Scope of Services

ElderWorld provides non-medical caregiving, companionship, health monitoring, and care coordination services. We work closely with medical professionals but do not replace professional medical care, nursing services, or medical decision-making. Families are responsible for ensuring appropriate healthcare provider relationships and making medical decisions in consultation with qualified doctors.

6.2 Emergency Situations

While ElderWorld provides round the clock emergency coordination and support, we cannot guarantee prevention of all medical emergencies, accidents, or health incidents. Our caregivers are trained in first aid and emergency response protocols and will act swiftly to coordinate professional medical assistance, notify family members, and ensure your loved one receives appropriate care.

6.3 Property and Safety

ElderWorld is not liable for property damage or loss caused by circumstances beyond our caregivers' control, acts of the client, or third parties. Any intentional damage or theft by our staff will be investigated thoroughly and addressed with appropriate legal action and compensation.