Terms of Service

1. About Upchar Setu

Upchar Setu is a home care connection and coordination platform operated by Upchar Holistic Healthcare LLP (trading as Upchar Setu; hereafter "Upchar Setu", "we", "our", or "us"), a Limited Liability Partnership registered in India, with its registered office at 315, Abhishree Complex, Opp OM Tower, Satellite Road, Ahmedabad, Gujarat – 380015.

Upchar Setu connects families, patients, and healthcare professionals to facilitate coordinated home care services. We are a platform and coordination service. We are not a hospital, clinic, nursing home, or licensed medical service provider under the Clinical Establishments (Registration and Regulation) Act, 2010 or any equivalent state legislation.

The care professionals who provide services through Upchar Setu — including MBBS doctors, nurses, physiotherapists, and other allied health professionals — are verified, credentialled individuals who are independent of Upchar Setu and licensed under their respective regulatory bodies (National Medical Commission, Indian Nursing Council, relevant state councils, etc.).

2. Eligibility

To use Upchar Setu's services, you must:

• Be at least 18 years of age, or be a parent or legal guardian acting on behalf of a minor
• Be legally capable of entering into a binding contract under Indian law
• Provide accurate, complete, and current information during registration

By using our platform, you represent and warrant that you meet these eligibility requirements.

3. Services Provided

Upchar Setu provides the following services through its platform:

3.1 Care Coordination
We facilitate the matching of verified care professionals to patients requiring home-based care, including nursing, physiotherapy, MBBS doctor home visits, palliative care, dietitian services, and related allied health support.

3.2 Care Planning and Scheduling
We develop care plans in consultation with the patient's treating physician and coordinate care visit scheduling, record-keeping, and family communication.

3.3 Referral Facilitation
We work with hospitals, clinicians, and healthcare institutions to facilitate structured post-discharge care transitions. Referrals from partner organisations are managed through our platform.

3.4 Care Records
We maintain a centralised digital health record for each patient, shared across the verified care team assigned to that patient.

3.5 What Upchar Setu is NOT
Upchar Setu does not:

• Diagnose, treat, or prescribe medication for any medical condition
• Provide emergency medical services or emergency response
• Guarantee specific clinical outcomes
• Replace the role of a treating hospital, clinic, or physician
• Provide ambulance or crisis intervention services

4. Registration and Account

4.1 Registration
To access Upchar Setu's services, families and patients must complete the registration process on our platform. Registration is free.

4.2 Approval Process
Access to paid care services is subject to approval by Upchar Setu's care coordination team. Submitting a registration does not guarantee approval or immediate access to services. We may request additional information, conduct a care needs assessment, or decline registration at our discretion.

4.3 Account Accuracy
You agree to provide truthful, accurate, and complete information during registration and to update your information promptly if it changes.

4.4 Account Responsibility
You are responsible for maintaining the confidentiality of your account credentials. You agree to notify us immediately at hello@upcharsetu.com if you become aware of any unauthorised use of your account.

5. Care Services, Fees, and Payment

5.1 Service Packages
Upchar Setu offers structured care packages (including 14-day, 21-day, 30-day recovery programs and annual care programs). Details of current packages, including inclusions and fees, are provided during the care assessment process.

5.2 Payment
Payment for care services is made directly to Upchar Setu. All fees are inclusive of applicable taxes unless otherwise stated.

5.3 No Direct Professional Payments
Patients and families must not make direct payments to individual care professionals for services rendered through Upchar Setu. All payments must be made through Upchar Setu's official payment channels.

5.4 Fee Changes
Upchar Setu reserves the right to revise service fees. Any changes will be communicated to enrolled patients in advance. Fee changes do not apply retroactively to packages already in progress.

6. Care Professional Standards

6.1 Verification
All care professionals working through Upchar Setu are verified for credentials, qualifications, and professional registration before being placed with patients. Verification includes identity documents, professional registration certificates, and reference checks.

6.2 Professional Independence
Care professionals are independent professionals or employees engaged by Upchar Setu. Upchar Setu is responsible for their assignment, scheduling, and standards oversight. Clinical decisions made during care visits are the professional responsibility of the treating care professional, in accordance with their respective professional regulatory requirements.

6.3 Right to Substitute
In cases of unavailability, illness, or other circumstances, Upchar Setu reserves the right to substitute a care professional with another verified professional of equivalent qualification. We will notify you of any substitution in advance where possible.

7. Patient and Family Responsibilities

By using Upchar Setu's services, you agree to:

• Provide accurate and complete medical history, current medications, and relevant health information for the patient
• Ensure that care professionals can safely access the patient's home at scheduled visit times
• Treat all Upchar Setu care professionals with dignity and respect
• Not request care professionals to perform services outside the scope of their professional role or outside the agreed care plan
• Notify Upchar Setu immediately if there is a change in the patient's health status, clinical condition, or emergency
• Not make direct financial arrangements with care professionals outside the Upchar Setu platform
• Contact Upchar Setu's care coordination team — not the care professional directly — for scheduling changes, complaints, or escalation

8. Medical Emergencies

Upchar Setu is not an emergency medical service. In the event of a medical emergency, call 112 (National Emergency Number) or the nearest hospital immediately.

Care professionals working through Upchar Setu are trained to identify clinical deterioration and to escalate appropriately. However, our services are designed for planned, scheduled home care — not emergency response.

Upchar Setu will not be liable for delays in emergency care that arise from reliance on our platform in place of appropriate emergency services.

Please read our full Emergency Disclaimer at upcharsetu.com/emergency-disclaimer.

9. Intellectual Property

All content on the Upchar Setu website and platform — including text, graphics, logos, care documentation templates, and software — is the intellectual property of Upchar Setu and is protected under the Copyright Act 1957 and other applicable Indian intellectual property laws. You may not reproduce, distribute, or create derivative works from our content without prior written permission.

10. Limitation of Liability

To the maximum extent permitted by applicable Indian law:

10.1 Upchar Setu's liability to any user for any claim arising from or in connection with these Terms or our services shall not exceed the total fees paid by that user to Upchar Setu in the three months preceding the claim.

10.2 Upchar Setu is not liable for any indirect, incidental, special, consequential, or punitive damages, including loss of life, personal injury, or property damage arising from the use of our services, except to the extent caused by Upchar Setu's own gross negligence or wilful misconduct.

10.3 Upchar Setu is not liable for the professional acts, omissions, or negligence of individual care professionals, who bear independent professional liability for their clinical conduct under their respective regulatory frameworks.

10.4 Nothing in these Terms limits Upchar Setu's liability in cases of death or personal injury caused by our negligence, or any other liability that cannot be limited under Indian law, including under the Consumer Protection Act 2019.

11. Grievance Redressal

In accordance with the Consumer Protection Act 2019 and the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules 2021, Upchar Setu has designated a Grievance Officer:

Grievance Officer: Kandarp Bhatt, Partner
Email: hello@upcharsetu.com
Address: Upchar Holistic Healthcare LLP (Upchar Setu), 315, Abhishree Complex, Opp OM Tower, Satellite Road, Ahmedabad, Gujarat – 380015
Response time: We acknowledge grievances within 48 hours and aim to resolve them within 30 days.

For the full grievance process, see upcharsetu.com/grievance-redressal.

12. Termination

12.1 Upchar Setu may suspend or terminate your access to the platform if you violate these Terms, provide false information, engage in abusive behaviour toward care professionals, or for any reason at our reasonable discretion.

12.2 You may terminate your registration by contacting us at hello@upcharsetu.com. Termination does not entitle you to a refund for services already in progress. Please refer to our Cancellation Policy at upcharsetu.com/cancellation-policy.

12.3 On termination, Upchar Setu will retain your records in accordance with applicable legal requirements and our Privacy Policy.

13. Governing Law and Dispute Resolution

These Terms are governed by the laws of India. Any disputes arising from these Terms shall be subject to the exclusive jurisdiction of the courts in Ahmedabad, Gujarat, India.

Before approaching a court, we encourage all disputes to be referred to Upchar Setu's Grievance Officer (see Section 11). We will make good-faith efforts to resolve disputes amicably within 30 days of notification.

Consumers may also file complaints with the District Consumer Disputes Redressal Commission under the Consumer Protection Act 2019.

14. Amendments

Upchar Setu may update these Terms from time to time. We will notify registered users of material changes via email or SMS. Continued use of our services after notice of changes constitutes acceptance of the updated Terms. The current version of these Terms is always available at upcharsetu.com/terms.

15. Contact

For any questions about these Terms:

Email: hello@upcharsetu.com
WhatsApp: +91 98256 88286
Address: Upchar Holistic Healthcare LLP (Upchar Setu), 315, Abhishree Complex, Opp OM Tower, Satellite Road, Ahmedabad, Gujarat – 380015