Terms & Conditions

1. What Tvayah is

Tvayah is a platform that connects senior citizens and their families with verified providers across ten service categories — senior homes and assisted living, geriatric doctors, diagnostic labs, home care, physiotherapy, nutrition, government-service facilitators, community events, tours and travel, and health products. Tvayah facilitates discovery, booking and payment; the services themselves are delivered by the independent providers.

2. Accounts

• The Senior Citizen app uses phone-number and OTP sign-in. One account may hold multiple senior or family profiles. At least one profile is required to make a booking.
• You are responsible for keeping your device and login secure, and for the accuracy of the profile and health information you enter.
• Provider accounts are never open or free to activate — every provider self-registers and remains invisible and unbookable until an administrator has verified their documents.

3. Verification of providers

Before a provider can be listed, Tvayah reviews their government ID, the relevant medical-council registration for clinical roles (doctors, independent nurses, physiotherapists), and business registration for homes, labs, home-care agencies and tour operators. A “Verified Provider” badge indicates all required documents were approved. Verification supports quality but does not make Tvayah a party to the care relationship.

4. Bookings and the confirmation window

• Submitting a booking or enquiry places it in a “Requested” state and notifies the provider.
• The provider has a confirmation buffer of 3–5 days (set by Tvayah within that band) to accept, propose an alternate slot, or decline with a reason.
• You may escalate a booking to Tvayah's admin team at any time — if the confirmation window lapses, or for any urgent concern.
• For a multi-session home-care booking, each session is scheduled, assigned and tracked separately; the booking completes once every session is marked complete.

5. Payments, escrow and commission

• For categories that collect payment online, payment is taken at booking. The charge breakdown — service fee, platform fee and taxes — is shown before you pay.
• All payments run through our payment gateway partner on an escrow model: Tvayah holds your payment and releases it to the provider only after the service is marked complete.
• Tvayah charges providers a commission set per service category. Commission is category-level only and never varied by individual provider.
• Provider payouts are released on a periodic batch cycle (weekly or monthly) after a booking is completed.

6. Cancellations and refunds

• A minimum 15-day cancellation window applies across the platform. Cancellation charges within that window are set by Tvayah per category and shown to you before payment.
• If a booking is cancelled before it is completed, the refund is issued immediately from the amount held in escrow — it does not depend on recovering money from the provider.

7. Category-specific notes

• Senior homes and government-scheme guides do not collect payment online — they use visit requests, callbacks or informational content.
• Community events are free to attend. Any user may create an event, but it is publicly visible only after admin approval. There are no paid events.
• Government services: Tvayah provides plain-language scheme guides and can connect you with a verified facilitator. Tvayah does not process government applications directly outside a booked facilitator.
• Tours & travel start as an enquiry and convert to a deposit-based booking on operator confirmation.

8. Rewards

Tvayah does not operate a cash-back or points scheme. Qualifying bookings or event attendance may issue a coupon code from a third-party partner vendor to your Coupon Wallet. Coupons are redeemed on the partner's own platform, subject to that partner's value, expiry and terms.

9. Acceptable use

• Use the platform only for genuine care needs and lawful purposes.
• Do not misrepresent your identity, submit false documents, or create events or listings that mislead other users.
• Tvayah may suspend accounts that breach these terms, pending review.

10. Liability

Tvayah facilitates connections and payments and is not the provider of medical, home-care, diagnostic, nutrition, travel or other services. Clinical decisions and the quality of care are the responsibility of the licensed provider delivering them. Nothing here limits rights that cannot be limited under applicable law.

11. Changes and contact

We may update these terms as the platform evolves; material changes will be notified in the app. Questions: Contact & Help.