Service Policy

Our commitment to clear, professional and compassionate care.

Elderworld provides companionship and care coordination for older people and their families across Bengaluru. This Service Policy sets out how our services work, so everything is clear for you and your family. It is written to match how we work today, and it should be read alongside our Terms and Conditions and Privacy Policy.

1. What we offer

Elderworld gives your parents one Concierge, known to you by name, who holds the everyday: companionship, coordination and a steady eye on how they are doing. One relationship runs across all of it, medical coordination, home and safety, companionship and community, errands and daily logistics, legal and paperwork, and curated travel.

We do not sell fixed, priced packages. You can work with us through a membership for ongoing care, or a single booking for one specific need. The plan is shaped around what your parent actually needs, and it can be adjusted as those needs change.

2. How care is delivered

2.1 The care plan

It starts with a no-obligation home visit, where a care coordinator sits with you and your parent to understand their health, routines, preferences and what matters most. From that, we shape a care plan together and review it as needs evolve.

2.2 Your Concierge

Concierges are full-time Elderworld team members, not gig workers. Each goes through background verification, training in eldercare and a cultural-sensitivity assessment. We match your Concierge to your parent by personality, language (Kannada, Hindi, Tamil, Telugu, English) and specific needs, and you meet them before care begins.

2.3 When care begins

Care can usually begin within a few days of the first visit, subject to Concierge availability and the paperwork being in place. Urgent situations can be prioritised.

2.4 Staying in the loop

After each visit, your Concierge shares a short update and photos over WhatsApp. Each week you receive a fuller report on health and wellbeing, along with a weekly check-in call. You have one point of contact you can reach by phone, WhatsApp or email, and we flag any health concern promptly. For overseas families, we can arrange scheduled video calls.

3. Fees and payment

We do not publish fixed prices, because care is shaped around what your parent needs. After the no-obligation first visit, we share a clear plan and what it involves. Any third-party costs, such as a cook, a physiotherapist or a contractor, are billed at actuals, with your approval before anything is spent.

Ongoing memberships are billed monthly in advance. We accept bank transfer (NEFT, RTGS, IMPS), UPI, cards, and international transfers for families abroad. A short grace period is provided for payment processing, and we will always talk to you before any change to service.

4. Pausing and ending

There is no long-term contract. You can pause while your parent travels or family is visiting, with a week’s notice for pauses longer than two weeks, and we hold your Concierge for you. To end an ongoing arrangement, we ask for 30 days’ notice. The first couple of weeks are a settling-in period; if the match is not right, tell us and we will find a better Concierge, at no extra cost. Elderworld may end services in cases of non-payment or abusive behaviour toward our team, with 7 days’ notice and a clear explanation.

5. Privacy and confidentiality

We protect the privacy of all client information. Health information is shared only with authorised family members and healthcare providers, every Concierge signs a confidentiality agreement, and the photos and updates we share with your family are private and never used for marketing without your written consent. All data is encrypted and stored securely, and you can access, correct or request deletion of your information at any time.

6. Scope and liability

6.1 What we do and do not do

Elderworld provides companionship, everyday support, health awareness and care coordination. We do not provide hands-on nursing, and we are not a substitute for medical care or medical decision-making. Families remain responsible for their healthcare provider relationships and for medical decisions made with qualified doctors.

6.2 Urgent situations

Elderworld is not a round-the-clock emergency service. In a genuine emergency, emergency services and the hospital come first. What we do is help you be ready and then coordinate: arranging transport, sharing your parent’s medical history with doctors, and keeping the family informed. We cannot guarantee the prevention of every medical emergency or accident.

6.3 Property and safety

Elderworld is not liable for property damage or loss caused by circumstances beyond our team’s control, or by the acts of the client or third parties. Any intentional damage or theft by our staff would be investigated thoroughly and addressed with appropriate action.

7. If something is wrong

Tell your point of contact and we act quickly. If it is not resolved, it can be escalated to management, and we investigate formal concerns within 7 business days with clear communication. We would rather make things right, by adjusting the plan or changing the Concierge, than lose your trust.

8. Changes to this policy

We may update this Service Policy to reflect improvements or regulatory changes. We will give at least 30 days’ notice of significant changes. Continued use of our services after changes take effect means you accept the updated policy.

Questions? Email hello@elderworld.co or call +91 96636 41725.