General Terms & Conditions

1.1 About these terms

This website and the elder care platform described on it are operated by Trunion Care LLP ("Trunion"). By booking a Plan, you accept these terms, which form a valid electronic contract under the Information Technology Act, 2000 and the Indian Contract Act, 1872. These terms apply together with the Cancellation & Refund Policy, the Privacy Policy and the Medical & Emergency Disclaimer.

1.2 Definitions

• Client: the adult who books a Plan and pays the Platform Subscription Fee.
• Elder: the person who receives care. The Client and the Elder may be the same person.
• Caregiver: an independent care professional introduced to the Client through Trunion.
• Care Manager: a Trunion team member who coordinates the Plan.
• Plan: a Platform Subscription Fee plan of 3, 6 or 12 months described in clause 1.6.
• Plan Start Date: the date Trunion receives the Client's cleared payment.
• Service End Date: the date a Plan ends under the Cancellation & Refund Policy.

1.3 Eligibility and authority

The Client confirms that they are at least 18 years old, can enter a binding contract, and have the Elder's consent. Where the Elder cannot give consent, the Client confirms they are the Elder's legal guardian or hold a valid authority to act for them. The Client confirms that all information given to Trunion is true and complete.

1.4 Trunion's role

Trunion operates strictly as a care management and placement platform. It introduces Clients to independent Caregivers and provides coordination services. Trunion does not itself provide caregiving services.

• Caregivers are independent professionals. They are not employees, agents or partners of Trunion, and nothing in these terms creates an employment or agency relationship between Trunion and any Caregiver.
• The Caregiver's work is performed under the arrangement between the Client and the Caregiver. Trunion does not supervise, direct or control how a Caregiver does their work.
• Trunion provides non-medical care coordination and companionship support only.

1.5 When a Plan starts

A Plan starts on the Plan Start Date, which is as soon as the Client's payment is received. Trunion begins matching from that date. The Plan term runs continuously from the Plan Start Date. Time taken to find a suitable match, or any period in which the Client chooses not to use the services, does not extend the term.

1.6 Platform subscription plans and fees

The Client must select and pay for a Plan before care begins. The Platform Subscription Fee is paid to Trunion. It covers platform access, 24/7 emergency ambulance coordination, home-proofing consultations, wellness reports, community gatherings, caregiver background checks, and unlimited caregiver replacements. It does not include the Caregiver's salary.

Payment must be made through the available online payment methods. Trunion issues a GST invoice for each payment if applicable. Trunion may change prices for future Plans. A change does not affect a Plan already paid for. Plans are not transferable.

1.7 Caregiver salary

The Caregiver's salary is a matter solely between the Client and the Caregiver. They negotiate, agree and pay it between themselves.

• Trunion does not negotiate, fix, review, collect, pay, monitor or guarantee the Caregiver's salary or any other payment between the Client and the Caregiver.
• Trunion does not carry out any active oversight of the Client–Caregiver pay arrangement, and is not a party to any dispute about it.
• The Client is responsible for paying the agreed salary on time, keeping a record of attendance and payments, and complying with any law that applies to their own arrangement with the Caregiver.
• Caregiver salary is not part of the Platform Subscription Fee and is never refunded by Trunion.

1.8 Service schedule under each plan type

The schedule below describes the care support available. It does not fix the Caregiver's pay, which remains for the Client and Caregiver to agree.

• Trunion Care (daytime support): daytime support 6 days a week, with Sundays off.
• Trunion Companion (live-in support): 24/7 live-in support, 7 days a week. Sundays are working days because the Caregiver is present around the clock.

1.9 Caregiver verification and replacements

Before a Caregiver is introduced, Trunion completes a four-step verification: Aadhaar verification, police verification, court-case checks, and an emotional quotient assessment. Verification greatly reduces risk but cannot guarantee that a person will never behave improperly. Trunion does not warrant the conduct, skill or availability of any Caregiver.

If the Client or the Elder feels the Caregiver is not the right match, the Client may ask for a replacement as many times as they wish at no extra charge. Trunion will share replacement profiles within 72 hours of the request. A replacement does not restart or extend the Plan term. On a change of Caregiver, the Client must clear all salary dues directly with the outgoing Caregiver up to their last working day.

1.10 Non-solicitation and placement fee

1. Restriction. The Client will not engage any Caregiver introduced by Trunion, or pay them for care or household services, except under an active Plan. This applies during the Plan term and for 6 months after the Service End Date. It includes doing so through a family member, friend or other person on the Client's behalf. The Client will not encourage a Caregiver to leave the Plan or to work for them directly.
2. Placement fee. A Client who wishes to engage a Caregiver directly may do so only by paying Trunion a one-time placement fee of ₹20,999 (plus GST as applicable), paid before the direct engagement begins.
3. Effect of paying the placement fee. From the date the placement fee is paid:
   • the Plan ends, and the Client loses all subscription benefits, including replacements, emergency coordination, home-proofing consultations, wellness reports, community gatherings and Care Manager support;
   • the Caregiver loses all benefits, support and programmes they receive from Trunion; and
   • any unused months are refunded under the Cancellation & Refund Policy, as if the Plan ended on that date and without a notice period.
4. Breach. If the Client engages or pays a Caregiver in breach of this clause without paying the placement fee, the Client agrees to pay ₹20,999 (plus GST as applicable) to Trunion. The parties agree this is a reasonable pre-estimate of Trunion's loss under Section 74 of the Indian Contract Act, 1872. Trunion may also suspend or end the Plan.

1.11 Client responsibilities and conduct

• Provide a safe, clean and respectful environment for the Caregiver, including food, rest and a private sleeping space for live-in Caregivers.
• Give Trunion complete and accurate information about the Elder, including allergies, infections, mental health conditions, dementia or wandering risk, fall history and any aggression.
• Keep cash, jewellery, documents and other valuables secured, and never share OTPs, card details, PINs or passwords with a Caregiver.
• Do not ask a Caregiver to carry out nursing or medical procedures, or any task outside the agreed scope of care.
• Trunion has zero tolerance for abuse, neglect, exploitation, harassment (including sexual harassment) and discrimination on grounds of caste, religion, language, gender or appearance. Any of these, or threats, is grounds for immediate termination of service.

1.12 Caregiver misconduct

If the Client suspects theft, abuse, negligence or any other misconduct by a Caregiver, the Client must report it to Trunion promptly and cooperate with any inquiry. Where a crime may have been committed, the Client should also file a complaint with the police. Trunion may suspend a Caregiver's placement while a matter is looked into, and may share relevant information with authorities as required by law.

1.13 Financial transactions

Trunion is not responsible for any loan, gift, advance or other financial transaction between the Client or the Elder and a Caregiver. The Client should not enter such transactions without informing their family.

1.14 Insurance

Trunion does not provide insurance to the Client, the Elder or any Caregiver. The Client is advised to arrange suitable health, accident and home-contents insurance.

1.15 Indemnity

The Client will indemnify Trunion against losses, claims and costs arising from false or incomplete information given by the Client, an unsafe environment at the Client's home, the Client's breach of these terms, or the Client's own acts or omissions towards a Caregiver.

1.16 Force majeure

Trunion is not liable for failure or delay caused by events beyond its reasonable control, including natural disasters, epidemics or pandemics, strikes, curfews, riots, internet or power failures, and orders of any government authority. This does not affect the Client's right to a refund of unused months under the Cancellation & Refund Policy.

1.17 Suspension and termination by Trunion

Trunion may suspend or end a Plan immediately if the Client breaches clause 1.10 or 1.11, gives false information, fails to pay the Platform Subscription Fee, or misuses the platform. Trunion may also end a Plan on 7 days' written notice for any other reason. In each case, unused months are refunded under the Cancellation & Refund Policy.

1.18 General

• Entire agreement: these terms and the linked policies are the whole agreement between the Client and Trunion.
• Changes: Trunion may update these terms by publishing the revised version on its website. A change does not affect a Plan already paid for.
• Severability: if any clause is held unenforceable, the rest remains in force.
• No waiver: a delay in enforcing a right is not a waiver of it.
• Assignment: the Client may not assign their rights. Trunion may assign its rights to a successor of its business.
• Notices: notices to Trunion go to hello@trunion.in. Notices to the Client go to the email address or phone number the Client provided.
• Language: these terms are in English. Any translation is for convenience, and the English version prevails.
• Consumer rights: nothing in these terms limits any right the Client has under the Consumer Protection Act, 2019 or other law that cannot be waived by contract.
• Survival: clauses on non-solicitation, liability, indemnity, privacy and dispute resolution continue after a Plan ends.

1.19 Grievance redressal

Trunion acknowledges every grievance within 24 hours and resolves it within 30 days. Grievances can be sent to the Grievance Officer named in the Privacy Policy.

1.20 Governing law and dispute resolution

These terms are governed by the laws of India. The parties will first try to resolve a dispute in this order: the Care Manager, then the Grievance Officer, then mediation. A dispute not resolved by mediation within 30 days is referred to arbitration under the Arbitration and Conciliation Act, 1996, before a sole arbitrator appointed by mutual consent. The seat of arbitration is Bengaluru, Karnataka, the language is English, and the costs are shared equally unless the arbitrator decides otherwise. Courts in Bengaluru have exclusive jurisdiction for interim relief and for enforcing an award.