Terms & Conditions.

1. Who these terms apply to

These Terms & Conditions apply to the use of this website and enquiries made to LYVA Health Pvt Ltd. (“LYVA”, “we”, “us”, or “our”), a Mumbai-based care company. They also provide general terms for care arrangements, subject to the specific written care plan, quotation, or service agreement accepted for an engagement.

Please read these terms before requesting a service. A specific written agreement may set out additional operational and commercial details. Where there is a conflict, the expressly agreed engagement terms govern those details, but no term overrides mandatory law or your statutory rights. Browsing or making an enquiry does not, by itself, create a paid care engagement.

2. Age and authority to arrange care

A person making a booking or partnership application must be at least 18 and legally capable of entering the relevant arrangement. If you act for a family member, patient, agency, or another person, you must have the authority needed to do so.

The wishes, dignity, privacy, and lawful consent of the person receiving care must be respected. Paying for care does not automatically authorise every clinical decision or disclosure of that person’s information. A guardian or other lawful representative should be involved where required.

3. Our current services and their limits

Our current website offerings are Companions and Registered Nurses.

• Companions provide non-clinical everyday support, reminders, and companionship. The available arrangements include 4-, 8-, 12-, and 24-hour shifts, subject to assessment and availability. A 24-hour arrangement must allow appropriate staffing, rest, and handover; it does not mean one person works continuously without rest.
• Registered Nurses provide nursing support within their professional registration, competence, applicable instructions, and the agreed care plan. Nursing tasks, suitability, and schedule are discussed separately; companion shift options do not automatically apply to nursing.

Companions must not be asked to perform clinical procedures or tasks outside the agreed non-clinical scope. Any changes in needs should be discussed with the Care Manager before changing the arrangement.

The website provides general service information, not a diagnosis, prescription, or substitute for individual medical advice. LYVA’s website and WhatsApp enquiry channel are not emergency response services. For urgent medical attention, contact local emergency services or the nearest appropriate hospital.

4. Enquiries, assessment, and confirmation

Information on the website is an invitation to enquire. Completing the customer booking form, starting a WhatsApp chat, preparing an application, receiving an initial estimate, or asking for a shift does not guarantee availability or confirm a booking. Task choices and requested hours in the form describe your needs; they are not guaranteed service inclusions or confirmed nursing shifts.

Before payment and service commencement, LYVA and the client will agree the scope of work, location, start date, schedule, fees, and relevant responsibilities. A booking is confirmed only when LYVA communicates acceptance and the applicable confirmation or payment requirements have been met.

Please provide accurate care needs, preferences, location, and relevant safety information. Assessment may identify that a different level of care or another provider is appropriate. We will discuss material changes to the care plan, professional, schedule, or price rather than assume your agreement.

5. Care professionals and supervision

LYVA’s care model works with independent professionals who are vetted and trained for their role and supported by LYVA Care Manager oversight. Matching considers the agreed needs, skills, preferences, and availability. Professional registration is relevant to clinical work.

A care professional’s independent status does not remove responsibilities LYVA expressly undertakes or obligations imposed by law. Verification and supervision are intended to support service quality; they are not a promise of a particular medical outcome or uninterrupted availability of one named professional.

Illustrative photographs on the website, including branded care scenes, may not depict actual LYVA staff, partners, or customers. Any professional assigned to an engagement will be identified through the actual matching and confirmation process.

6. Fees, payment, and disclosed charges

Fees are communicated in a quotation or service confirmation based on the agreed scope and schedule. Applicable taxes, additional charges, payment timing, and the treatment of advance payments must be explained before you agree or pay. The website does not currently offer an online checkout.

Where a quotation includes convenience, coordination, or caregiver-protection charges, their amount and purpose will be disclosed. These may relate to service delivery and assurance, training, or caregiver welfare support as described in the quotation. Such a charge is not an insurance policy or a promise of insurance cover unless expressly supported by a separate applicable policy.

Pay only through a business payment channel confirmed by LYVA. Do not share OTPs, passwords, or card security codes with a care professional. Additional work, a longer shift, or a changed care arrangement requires agreement on the revised scope and price.

7. Out-of-pocket expenses

Agreed out-of-pocket expenses needed for the engagement are funded by the client. The nature of the expense and who will pay or reimburse it should be agreed before it is incurred. Examples may include an approved purchase or transport specifically required for the agreed care.

Ask for an appropriate receipt or record where available. A care professional must not make unrelated purchases, borrow money, or assume permission to spend on the client’s behalf. An expense is not automatically included in the service fee unless the quotation says so.

8. Cancellations, changes, and replacements

Ordinarily, cancellations and replacement requests require at least 48 hours’ notice from either the client or LYVA. Contact the relevant LYVA team so the change can be recorded and discussed. Any different arrangement must be specifically agreed.

Illness, an emergency, an immediate safety concern, or an unavoidable absence may make the usual notice impracticable. Please inform us as soon as possible. We will explain the available options and discuss continuity or a safe handover as appropriate. A request for a replacement is subject to a suitable professional being available and is not a promise of an immediate substitute.

Any charge for a late cancellation or change must be disclosed and agreed before booking, be reasonable, and comply with applicable consumer law. Cancellation charges must operate on a fair, reciprocal basis where required by law. A change imposed by LYVA does not require you to accept undisclosed additional fees.

9. Refunds and unused services

There is no blanket rule that every payment is non-refundable. Refund eligibility depends on the service provided, any unused paid service, the disclosed engagement terms, and applicable law. Charges for care already provided and agreed expenses may remain payable.

If a paid service is not provided, is cancelled, or is materially deficient, contact us promptly with the booking and payment details so we can assess the appropriate remedy. Where a refund is due, we will communicate its basis, amount, and expected processing timeframe and process it within a reasonable period and any applicable legal time limit.

Nothing in this section removes a statutory right to a refund, compensation, replacement, or another remedy for a deficient service or an unfair practice.

10. Respect, safety, and client responsibilities

Care works best when everyone is treated with dignity. Clients, families, care professionals, and LYVA personnel must act respectfully and avoid harassment, abuse, discrimination, or unsafe conduct.

• Provide a reasonably safe environment, necessary access, and agreed equipment or supplies for the care tasks.
• Share relevant instructions, known risks, and changes in the person’s needs with the care team.
• Keep tasks within the agreed role and respect agreed breaks, rest, and working arrangements.
• Do not request unlawful acts, unauthorised clinical work, or access to private accounts or valuables.
• Give feedback and report a concern to the Care Manager or LYVA contact so it can be addressed.

Where an engagement is unsafe or abusive, LYVA may need to pause or end it, subject to applicable law, professional duties, and appropriate communication about patient safety and handover. This is not a right to disregard the safety of a person receiving care.

11. Partner applications and documents

Individuals and agencies may review and submit a partnership application using the website. Choosing “Submit application” saves its details and selected supporting documents privately with LYVA and queues an application email to partner@lyva.health containing details and protected document links. A reference confirms receipt, not acceptance. Preparing, reviewing, or downloading a copy alone does not submit it. Partner records have no automatic expiry, subject to the retention and request process in our Privacy Policy.

A typed confirmation records the applicant’s confirmation of the information prepared; it does not create an employment contract, an approved partnership, a placement, or an entitlement to work or payment. Onboarding, verification, fees or payouts, and engagement terms require a separate discussion and agreement.

Applicants must provide truthful qualifications and registration information and have permission to provide references or documents. Aadhaar and supporting documents are optional at this application stage. Provide only relevant documents you are authorised to share; unnecessary identity documents should be omitted. Do not submit malicious files or someone else’s documents without lawful authority.

12. Privacy, communications, and external services

The Privacy Policy available in the footer explains how the website forms and communications work. Please respect the confidentiality of the person receiving care and of care professionals, and share personal information only with appropriate consent or authority.

Continuing from the booking or enquiry form passes the prefilled details to WhatsApp, where you can review and send the message. Long booking requests can be copied in full and pasted into the chat. After separate consent, a selected prescription or discharge summary can be uploaded to LYVA, and its download link is included in your message. The upload happens before you send the WhatsApp message. Anyone with that link can download the document until it expires seven days after upload or you delete it. The website does not automatically attach the actual file in WhatsApp. LYVA receives the text request when you send it; it receives an uploaded document when you upload it. WhatsApp, email providers, and other external services have their own terms and privacy practices. Their availability is outside LYVA’s direct control, but this does not remove LYVA’s own obligations.

Service-related communications are used to handle the enquiry or engagement. An enquiry is not, by itself, consent to unrelated promotional messages.

13. Website content and acceptable use

Website text, branding, design, and media are owned by or licensed to LYVA, subject to any identified third-party rights. You may use the site for lawful personal information and enquiries. Copying or commercial reuse requires permission unless the law permits it.

Do not misuse the site, introduce malware, attempt unauthorised access, impersonate another person, scrape private information, or submit misleading or abusive enquiries. We may take reasonable steps to protect the site and affected people.

We take reasonable care with website information but may correct errors and update service descriptions. A correction does not authorise us to change an accepted engagement or charge you more without an appropriate agreement. We cannot guarantee continuous website access, every requested location or shift, or a particular clinical result.

14. Responsibility and your legal rights

Each party remains responsible for its own obligations under the agreed engagement and applicable law. Any exclusion of indirect or consequential loss applies only to the extent the law permits and does not remove a remedy that cannot lawfully be excluded.

Nothing in these terms excludes liability for fraud, wilful misconduct, or any other liability that cannot be excluded by law, including liability for death or personal injury caused by negligence where an exclusion would be unlawful. These terms do not remove applicable professional duties, the requirement to exercise legally required care, or your rights concerning a deficient service or an unfair trade practice.

If a provision is found unenforceable, the remaining provisions continue to apply to the extent lawful. We will not rely on an invalid provision to avoid a mandatory obligation.

15. Indian law, complaints, and updates

These terms are governed by Indian law. Disputes may be brought before courts or statutory forums that have jurisdiction under that law. Nothing requires you to give up rights under the Consumer Protection Act, 2019 or prevents you from approaching a competent consumer commission or another competent authority.

We welcome feedback and encourage you to contact us first so we can understand the issue. We aim to acknowledge complaints within 48 hours and address them within one month, subject to any shorter applicable legal requirement. We will keep you informed if further steps are needed.

Updated terms will show a new update date and apply prospectively, subject to required notice and agreement. Material changes to an existing confirmed engagement require an appropriate agreement and cannot remove accrued or statutory rights.