Trust & safety
How we earn your trust.
Home care fails when verification, accountability, and recovery don't exist. Here's exactly what we do to make sure they do.
Verified agencies only
Every agency on the platform is a registered legal entity with a verified address. We re-verify annually and remove agencies that fail to meet standards.
KYC carers
Every carer's government ID, address, and police-record check is on file. AayulHealth asks the agency for verification on demand and audits a sample monthly.
Insurance cover
Listed agencies carry professional indemnity insurance of at least ₹2 lakh. Look for the 'Insured' badge on each profile.
Money-back guarantee
If a carer doesn't show, or service falls below standard, you get a full refund. Free cancellation up to 24 hours before the visit.
Encrypted data
Phone numbers, addresses, and medical conditions are encrypted at rest. Logs scrub PII; staff access is audited.
Verified-booking reviews
Only families who actually booked through AayulHealth can leave a review. Agencies can reply but cannot delete.
Policies
The fine print, in plain words.
Cancellation, refunds, replacements, complaints, disputes, privacy. The full text lives at /legal — what's here is the version a stressed family can actually read at midnight.
Cancellation
Free up to 24 hours before the scheduled visit. Same-day cancellations may incur up to 30% of the service fee depending on the agency.
Refunds
Full refund if the carer doesn't show, arrives more than 30 minutes late without notice, or the service falls below the agreed standard. Refunds processed in 5–7 working days.
Replacement carer
If your assigned carer is unsuitable, the agency must send a substitute of equal or higher experience within 24 hours. Tell us within 48 hours of the first visit.
Complaints
Raise a complaint via the family app or WhatsApp. First response within 2 hours. Disputes go to an AayulHealth mediator within 5 working days if not resolved with the agency.
Disputes
AayulHealth acts as a neutral mediator. We can withhold final payment to the agency until a dispute is resolved.
Privacy
Your data is processed under India's DPDP Act. We collect what's needed to deliver care, retain it only as long as required, and you can request deletion at any time.
Full legal text: Terms · Privacy · DPA · Refunds & cancellation
If something goes wrong
Three places to reach us — fast.
Care concierge
WhatsApp or call our team. First reply in under 5 minutes.
Agency on-call
Every booking has a 24×7 agency contact. Tap their card in the family app.
Emergency
For a true medical emergency, call 108 first. Then tell the agency and us — we'll handle the follow-through.
Found a problem
Tell us what happened.
We mediate disputes neutrally and can hold payment to the agency until they're resolved.
Contact usSecurity researcher
Report a vulnerability.
We run a safe-harbour disclosure programme. Email security@aayulcareu.com — we triage within 2 working days.
Disclosure policy
