Terms & Conditions for Customers

Version 1.0 · Effective date: [DD Month 2026] · Applies to: Customers booking care for themselves or a family member

1. These terms and your acceptance of them

These Terms & Conditions ("Customer Terms") form a binding agreement between you ("you", "Customer") and Kare Reach Private Limited, CIN U88900RJ2026PTC117628, registered office at Bazar No. 5, Ramganj Mandi, Kota, Rajasthan 326519, India ("Kare Reach", "we", "us"), which operates www.karereach.com and the Kare Reach applications and panels (the "Platform").

By creating an account, confirming a booking or otherwise using the Platform, you accept these Customer Terms together with the Privacy Policy, the Cookie Policy, the Refund & Cancellation Policy and any Session Consent Form you sign. Together these are the "Agreement". If you do not accept them, please do not use the Platform.

This is an electronic record under the Information Technology Act, 2000 and does not require a physical signature.

2. Definitions

3. What Kare Reach is — and what it is not

Kare Reach is a technology marketplace and an intermediary. We discover, verify, list, schedule, bill and support. We do not ourselves provide nursing, medical, physiotherapy, psychological, child-care or any other care service.

Every Session is delivered by an independent Professional or by an Agency. The contract for the care itself is between you and that Provider. Kare Reach facilitates and administers that contract, collects payment as the Provider's collection agent, and provides the support, quality and grievance layer around it.

Kare Reach is not a hospital, clinic, nursing home, diagnostic centre or clinical establishment, and is not registered as one. We do not practise medicine, do not diagnose, do not prescribe and do not supply drugs or medical devices.

Verification means that we have checked the documents a Provider submitted — identity, qualification, professional registration and, where applicable, background screening — against the records available to us at the time. It is a meaningful screen, but it is not a guarantee of clinical outcome, conduct or suitability for a particular Care Recipient.

Any clinical opinion, treatment plan, exercise regimen, medication administration or care technique is the professional judgement of the Provider, delivered under the Provider's own registration and professional duty of care, not ours.

Kare Reach is not an emergency service. In a medical emergency, call 108 (ambulance) or 112, or go to the nearest hospital. Do not use the Platform, the chat or a booking to seek emergency help.

4. Eligibility and your account

You must be at least 18 years old and competent to contract under the Indian Contract Act, 1872.

You must register with a valid mobile number and email address and keep your details accurate and current. Verification is by OTP.

One account per person. You are responsible for everything done through your account and for keeping your password and OTPs confidential. Tell us immediately at [email protected] if you suspect unauthorised access.

You may book on behalf of a family member only if you are their spouse, adult child, parent, lawful guardian or otherwise authorised to arrange care and to share their health information with us.

We may refuse, suspend or close an account where information is false, where payment is disputed or fraudulent, or where conduct breaches clause 10.

5. Booking a Session

You browse the catalogue for your selected city, open a Service to see what is included, its duration and its price, then choose a date, time, frequency and any preferences.

A booking request becomes a confirmed booking only when payment is successfully authorised and the Platform issues a confirmation with a booking reference. Until then no slot is held.

A suitable Professional is then assigned, either by the Platform or by the Agency. Where you select a specific Professional, assignment is subject to their continued availability.

If no Professional can be assigned, we will tell you as early as we reasonably can and refund the Session in full under the Refund & Cancellation Policy.

We may substitute an equally qualified Professional where the assigned one becomes unavailable. You will be notified, and you may cancel without charge if the substitution is not acceptable to you.

Session duration runs from the scheduled start time. Arriving late to let the Professional in, or a Care Recipient being unavailable, does not extend the Session.

6. Prices, taxes and invoices

Prices are shown per Session in Indian Rupees for the city you have selected, and are the prices that apply at the moment you confirm. The same Service may be priced differently in different cities.

The price shown includes the Provider's charge and the Kare Reach platform fee, and is inclusive of GST where GST applies. A tax invoice and, where relevant, a credit note are issued to your account.

Consumables, dressings, medical supplies, diagnostic charges, equipment hire and anything else not listed in the Service inclusions are not included. If the Provider needs to arrange them, you authorise the additional charge only after it has been quoted to you and you have approved it in the Platform.

Visit or travel charges, night or holiday differentials and minimum-duration rules, where they apply, are shown on the Service before you pay.

Work beyond the booked duration is chargeable at the published extension rate and must be confirmed in the Platform, not settled in cash.

We may change published prices at any time, but never for a booking you have already confirmed and paid for.

7. Payment, Wallet and coupons

Payment is taken at the time of booking through our payment gateway partner, using cards, UPI, net banking or Wallet balance. Kare Reach never sees or stores your full card number, CVV or UPI PIN.

Wallet credit arises from approved refunds, goodwill credits and promotions. It can be used against any future booking. Unless we state otherwise in writing, promotional Wallet credit is non-transferable, has no cash value, cannot be withdrawn and may carry an expiry date shown at the time of issue. Wallet credit arising from a refund of money you actually paid can be returned to your original payment method on request.

Coupons are subject to their own stated conditions, apply to one booking unless stated otherwise, cannot be combined unless expressly permitted, and are void if the booking is cancelled or reversed.

Packages and memberships are governed by their published validity, session count and the Refund & Cancellation Policy.

Please do not pay a Professional in cash or through any private channel. Off-platform payment removes your invoice, your refund rights, your complaint rights and any protection associated with the booking, and is a breach of clause 11.

If a payment fails, is reversed or is charged back without cause, we may suspend bookings until the balance is settled.

8. Cancellation, rescheduling and refunds

The Refund & Cancellation Policy at karereach.com/refunds forms part of this Agreement. In summary, as at the date of these Terms:

Some specialised Services publish their own cancellation window, which is shown before you pay and overrides the standard window. Approved refunds reach your Wallet immediately, or the original payment method within 5–7 working days. Where the published Policy and this summary differ, the published Policy prevails.

9. What you agree to provide

Care is delivered in your home, so some of the conditions for a safe Session are in your hands. You agree to:

give accurate and complete information about the Care Recipient, including the condition, mobility, medication, allergies, infection risk and any history of aggression, and to update it if it changes before the Session;

provide a correct Service Address with working access details, and ensure someone can admit the Professional at the scheduled time;

provide a safe, clean, lit and reasonably private space in which to deliver care, running water and hand-washing facilities, and electricity where the Service requires it;

keep pets secured and the premises free of hazards for the duration of the Session;

arrange, where the Service requires it, any prescribed medicines, dressings, consumables or equipment that the Service inclusions say you must supply;

ensure that an adult is present throughout where the Care Recipient is a minor, or where the Service listing requires an attendant to be present;

treat the Professional with courtesy and respect, and not ask them to perform tasks outside the booked Service or outside their scope of practice; and

not record audio or video of the Professional without their knowledge and consent.

If the Professional on arrival finds the Service Address unsafe, the information materially different from what was declared, or the requested task outside their scope or registration, they may decline to proceed and report it. The Session may then be treated as a late cancellation.

10. Conduct, dignity and zero tolerance

Care professionals, many of them women working alone in private homes, are entitled to a safe workplace. Harassment, sexual advances, abusive or discriminatory language, intimidation, confinement, withholding of pay, demands for personal contact details for non-care purposes, intoxication during a Session, or any act prohibited by the Sexual Harassment of Women at Workplace (Prevention, Prohibition and Redressal) Act, 2013 or the Bharatiya Nyaya Sanhita will result in the Session being terminated immediately, the booking charged in full, the account closed, and the matter reported to the police where appropriate.

11. No off-platform engagement

Professionals and Agencies are introduced to you through, and at the cost of, the Platform. For [12] months after your most recent Session with a given Professional, you agree not to engage, employ or pay that Professional directly for services of the kind offered on the Platform, and not to solicit them to leave it. This does not prevent you from engaging anyone you already had a care relationship with before the introduction. Where off-platform engagement is established, we may charge a recovery fee of [₹_____ / the platform fee that would have applied] and close the account.

12. Ratings, reviews and feedback

You may rate and review a Session you actually received. Reviews must be your own honest first-hand experience; they must not contain abuse, discriminatory remarks, personal data of third parties, clinical details of another person, or commercial solicitation. We may remove a review that breaches this, and we may publish it with your display name and city. You grant us a non-exclusive, royalty-free licence to host, display and reproduce your review in connection with the Platform.

13. Health information and consent

For most clinical and personal-care Services you will be asked to complete and sign a Session Consent Form before care begins, either in the Platform or on paper. It records the nature of the Service, what it involves, the main risks, and your authority to consent on behalf of the Care Recipient. Care may be declined if consent is withheld. Consent can be withdrawn at any time, and the Session will stop, subject to the cancellation rules in clause 8.

Health information you provide is sensitive personal data and is handled as described in the Privacy Policy. Share with us and with the Provider only what is needed to deliver the Session safely.

14. Scope of care — what Professionals may and may not do

A Professional may deliver only what falls within their registration, qualification and the booked Service. In particular, and whatever you may request, a Professional on the Platform will not:

diagnose a condition or change a prescription — medication is administered only as prescribed in writing by a registered medical practitioner;

administer a schedule-controlled drug, perform a procedure outside their scope of practice, or carry out an invasive procedure without a written medical order;

sign medical certificates, insurance forms or legal documents on behalf of the Care Recipient;

handle the Care Recipient's money, bank cards, jewellery, documents or property, or witness a will or power of attorney;

perform domestic work, cooking for the household, cleaning or errands that are not part of the booked Service.

15. Liability

Nothing in this Agreement excludes or limits liability for death or personal injury caused by our own negligence, for fraud, or for anything else that cannot be excluded under Indian law, including your rights as a consumer under the Consumer Protection Act, 2019.

Because the care itself is delivered by the Provider, the Provider is responsible for the manner, quality, safety and clinical appropriateness of that care, and for any loss or injury caused by its act or omission. Kare Reach is responsible for the Platform, for operating the verification, booking, payment, support and grievance processes described here with reasonable care and skill, and for its own negligence.

We are not liable for indirect, incidental, special, punitive or consequential loss, for loss of profit, income, data or reputation, or for loss arising from your own failure to meet clause 9.

Subject to clause 15.1, our total aggregate liability to you for all claims connected with a Session is limited to the greater of the amount you paid for that Session and [₹10,000].

We are not liable for failure caused by events beyond our reasonable control, including natural disaster, epidemic or pandemic, civil unrest, strike, government order, failure of telecommunications, internet or power, or payment-gateway outage.

Any insurance cover we arrange, where we arrange it, operates on its own terms and limits, which we will make available on request. You are encouraged to maintain your own health and household insurance.

16. Indemnity

You agree to indemnify Kare Reach, its directors, employees and Providers against claims, losses and reasonable legal costs arising from your breach of this Agreement, from false or incomplete information you gave about the Care Recipient or the Service Address, from unsafe conditions at the Service Address, or from your misuse of the Platform.

17. Intellectual property and acceptable use

The Platform, the Kare Reach name and logo, the service catalogue, content, design and software are owned by or licensed to us. You get a personal, limited, non-transferable, revocable licence to use the Platform to book and manage care for yourself and your family. You must not copy, scrape, reverse engineer, frame, resell or create derivative works from the Platform, interfere with its security, upload malware or unlawful content, impersonate another person, or use it for any purpose prohibited by Rule 3(1)(b) of the Intermediary Guidelines.

18. Suspension and termination

You may close your account at any time from account settings or by writing to support; closure does not cancel a confirmed booking, which remains governed by clause 8, and does not affect sums already due. We may suspend or terminate your access immediately on notice where you breach this Agreement, where there is fraud, chargeback abuse or unsafe conduct, or where we are required to do so by law. We will tell you why, unless the law prevents us. Clauses 11, 15, 16, 17, 19 and 20 survive termination.

19. Complaints and grievance redressal

Raise a service-quality complaint through the support page in your account within 48 hours of the Session so that we can review session records while they are fresh. For anything else, our Grievance Officer under the Intermediary Guidelines and the Consumer Protection (E-Commerce) Rules, 2020 is:

We acknowledge a complaint within 48 hours and resolve it within [30] days. You may also use the National Consumer Helpline on 1915 or the e-Daakhil portal, and nothing in this Agreement takes away any remedy available to you as a consumer.

20. Governing law and disputes

This Agreement is governed by Indian law. The parties will first try in good faith to resolve any dispute through the grievance process in clause 19 for [30] days. A dispute that remains unresolved will be referred to arbitration by a sole arbitrator under the Arbitration and Conciliation Act, 1996, seated at Kota, Rajasthan, in English, with the award binding on both parties. Nothing in this clause prevents either party from seeking urgent interim relief from a court, and nothing in it requires a consumer to forgo the forums available under the Consumer Protection Act, 2019. Subject to the above, the courts at Kota, Rajasthan have exclusive jurisdiction.

21. General

Changes. We may amend these Customer Terms. Material changes take effect [7] days after we post them and notify you; continuing to use the Platform after that means you accept them. The version in force when you confirmed a booking governs that booking.

Notices. We write to the email or mobile number on your account; you write to [email protected] or the registered office.

Assignment. You may not assign this Agreement. We may assign it to a group company or to a successor in a restructuring.

Severability. If a clause is held unenforceable, the rest stands.

No waiver. A delay in enforcing a right does not waive it.

Entire agreement. This Agreement, with the policies it refers to and any Session Consent Form, is the whole agreement between us on this subject.

Language. These Terms are in English; a translation is provided for convenience only and the English text prevails.