Terms of Service
DRAFT — this document has not been reviewed by a licensed Indian lawyer and must not be treated as final, legally binding terms until that review happens. It is a structurally complete starting point reflecting how Snehito's systems actually work today, written to be replaced or corrected by counsel before launch — not launch-ready legal copy.
These Terms of Service ("Terms") govern your use of Snehito's website and apps. By creating an account or using Snehito, you agree to these Terms and our Privacy Policy.
1. Eligibility and account registration
You must provide accurate registration information and are responsible for maintaining the security of your account. Each person should maintain one account. Accounts are created and signed into using a verified phone number (via one-time password) or a Google account; a Google-first sign-in still requires a verified phone number before any booking, profile, or payment can be created, since your phone number is the identity anchor for dispatch, safety, and notifications on this platform.
A family member may register and manage an account on behalf of an older relative who will receive the care ("the beneficiary"). By doing so, the registering family member confirms they have the authority to act on the beneficiary's behalf and to share the beneficiary's information with Snehito as described in our Privacy Policy.
2. Services provided
Snehito provides: recurring Companion Service visits (bookable per-visit, independent of any subscription); Care & Health Package subscriptions offering recurring benefits and discounts; Snehito Direct Services (one-time purchases such as tours, health camps, and events); a Health Passport for storing and sharing medical information at your direction; and, on eligible plans, optional wearable-based wellbeing monitoring. Snehito facilitates companionship and wellness support — it is not a medical provider, a home healthcare agency, or an emergency response service, and wearable alerts are non-diagnostic, require human review, and are never a substitute for emergency medical services. In a life-threatening emergency, always call 108 (India's national emergency number) directly rather than relying solely on the platform.
3. Snehito Companions are independent, not Snehito employees
A Snehito Companion is an independently engaged service provider, not an employee, agent, or representative of Snehito. Snehito verifies Companions through the process described in our Member Safety & Vetting page and facilitates the booking and payment relationship between you and the Companion, but the Companion visit itself is performed by the Companion as an independent party. This distinction affects, among other things, how liability for the conduct of a specific visit is allocated — a matter that requires review by a licensed Indian lawyer to state correctly and completely.
4. Franchisees are independent referral partners
A Snehito Franchisee is an independent, commission-based referral partner — not an employee or agent of Snehito, and not authorized to make commitments on Snehito's behalf. Franchisee commissions are calculated and paid under a separate commission structure described at registration, entirely independent of Companion payments and settlements, which are governed by their own separate system.
5. Payments and subscriptions
All Companion Service bookings are prepaid — a booking is confirmed only once payment succeeds. Applicable taxes (GST) are shown at checkout before payment. Care & Health Package subscriptions are billed on a recurring basis (monthly or annual, as selected) and renew automatically at the end of each billing cycle using the payment method or payment authorization (mandate) you set up, unless you cancel before the renewal date. Where a subscription renewal requires you to re-authorize a payment (for example, under India's rules for recurring digital payments), we will notify you in advance of the amount and date, consistent with applicable Reserve Bank of India directions on recurring/e-mandate payments. If a renewal payment fails, your subscription will be marked as requiring attention and its benefits paused until payment is resolved, rather than being silently cancelled or silently retried without your knowledge.
6. Cancellations and refunds
Cancellations and refund eligibility for Companion Service bookings are governed by our Prepaid Refund Policy. Subscription cancellations take effect at the end of the current billing period unless stated otherwise at the time of cancellation.
7. Companion conduct and vetting
Every Companion is vetted per our Member Safety & Vetting process before appearing in bookings. Snehito may suspend or remove a Companion from the platform at any time if a concern is raised, and may do the same for a Franchisee found to be in breach of these Terms or applicable law.
8. User conduct
You agree not to: misuse the platform; harass, threaten, or discriminate against other members, Companions, or Franchisees; attempt to arrange payment for a Companion visit outside the platform; or provide false information — including health information, which you provide at your own responsibility for accuracy, since Companions and, in an emergency, first responders may rely on it.
9. Intellectual property
The Snehito name, logo, and the content and software that make up the platform are the property of Snehito or its licensors. You may not copy, modify, or reverse-engineer any part of the platform except as permitted by law.
10. Limitation of liability
Snehito facilitates companionship and wellness services through independent Companions and is not itself a medical provider or emergency response service. To the maximum extent permitted by Indian law, Snehito's liability for any claim arising from your use of the platform is limited as will be set out precisely once this document has been reviewed by counsel — nothing in this section is intended to exclude any liability, or any right you have as a consumer, that cannot lawfully be excluded under the Consumer Protection Act, 2019.
11. Your rights as a consumer
Nothing in these Terms limits your rights under the Consumer Protection Act, 2019, including your right to file a complaint with the appropriate District, State, or National Consumer Disputes Redressal Commission, or, for e-commerce-related grievances, to escalate an unresolved complaint to our Grievance Officer as described in Section 14 below.
12. Termination
Snehito may suspend or terminate an account that violates these Terms. You may close your account at any time by contacting us; this does not entitle you to a refund of amounts already paid except as described in our Prepaid Refund Policy.
13. Governing law and dispute resolution
These Terms are governed by the laws of India, with courts in Kerala having jurisdiction, without prejudice to your right to approach a Consumer Disputes Redressal Commission as described in Section 11.
14. Grievance Officer
Consistent with the Consumer Protection (E-Commerce) Rules, 2020 and Indian IT Rules, Snehito will designate a named Grievance Officer to receive and act on complaints. Until that designation is published here (pending legal review), please direct any grievance to our Contact page, and we will route it appropriately.
15. Changes to these terms
We will notify registered users of material changes to these Terms.
16. Contact us
For questions about these Terms, please use our Contact page.