Terms & Conditions

1. Definitions

For the purposes of these Terms, unless the context otherwise requires:

"Kaycees Healthsoft", "Healthsoft" or "Company", and "we", "us", and "our" mean Kaycees Healthsoft India Pvt Ltd, the legal entity operating the Healthsoft platform, services, applications, command centre operations, and related infrastructure.

"Platform" means the Healthsoft website, mobile applications, dashboards, portals, APIs, WhatsApp flows, forms, communication interfaces, and any digital medium through which Healthsoft interacts with users.

"Services" means all products and services offered, arranged, coordinated, or enabled by Healthsoft, including subscription plans, device deployment, monitoring, alerts, reporting, installation support, nurse visits, customer support, command centre services, and family communication services. Without limiting the foregoing, Services include, depending on the subscriber's selected plan:

• The Guard Rail — personal safety pendant services, including SOS button-triggered real-time location alerts, family and Care Command Centre notifications, automatic fall detection, and emergency ambulance coordination via Healthsoft's partner Pococare;
• The Health Guard — continuous health and recovery monitoring services through a medical-grade ECG bracelet, including 24/7 tracking of heart rate variability (HRV), cardiac health indicators, blood oxygen levels, body temperature, and deep sleep metrics, with real-time family dashboard access; and
• The Keeper — intelligent medication management services, including automated dose-locking, time-based slot rotation, and voice and light alarm prompts to support adherence to complex prescription schedules.

"User" means any person who visits, registers, subscribes, purchases, uses, or accesses the Platform or Services, whether for themselves or on behalf of another person.

"Subscriber" means the paying customer who enrolls in a Healthsoft plan.

"Senior" means the elderly beneficiary, patient, monitored person, or care recipient for whom the Services are activated.

"Family Member" or "Nominated Contact" means any child, relative, caregiver, guardian, or emergency contact listed in the subscriber profile.

"Devices" means the physical hardware products offered by Healthsoft, being: (a) The Guard Rail, a personal safety pendant with an embedded SIM; (b) The Health Guard, a medical-grade ECG bracelet; and (c) The Keeper, an intelligent medication dispenser; together with any associated accessories, chargers, peripherals, or replacement units provided as part of the subscriber's selected plan.

"Command Center" means Healthsoft's central operations and monitoring hub that coordinates lead handling, onboarding, scheduling, device deployment, alert handling, and emergency response workflows.

"Guardian" means any employed, contracted, partner, outsourced, or third-party clinical or non-clinical field professional assigned for installation, evaluation, training, or follow-up services.

"Emergency Event" means any SOS trigger, fall alert, threshold breach, device-generated alarm, or manually raised urgent event handled through Healthsoft workflows.

2. Acceptance of Terms

2.1. By using the Platform or Services in any manner, the user confirms that they have read, understood, and agreed to these Terms and all documents incorporated by reference. Continued use of the Platform or Services after any update to these Terms constitutes acceptance of the revised Terms.

2.2. If a subscriber enrolls a senior, parent, relative, or third person into the Services, the subscriber represents that they are duly authorised to do so, including to provide personal information, contact information, emergency information, and consents needed for service delivery. Where required by law or by Healthsoft policy, additional beneficiary or caregiver consent may be requested before activation of the Services.

3. Nature of Services

3.1. Healthsoft provides an integrated elderly care support and monitoring ecosystem that may include lead management, registration, payment verification, city coverage checks, device dispatch, device activation and connectivity provisioning, installation scheduling, nurse assignment, site evaluation, live monitoring, reporting, emergency workflows, escalation management, subscription renewal, and family support features.

3.2. Depending on the Device selected, Healthsoft offers the following features as part of the associated plan:

• SOS-triggered real-time location alerts and voice call initiation to family and the Care Command Centre (The Guard Rail);
• automatic fall detection and, subject to partner availability, emergency ambulance dispatch via Pococare (The Guard Rail);
• continuous 24/7 monitoring of HRV, cardiac health, SpO₂, body temperature, and deep sleep metrics, with real-time family dashboard access (The Health Guard);
• automated dose-locking, time-based slot rotation, and voice and light alarms for medication adherence (The Keeper);
• battery, connectivity, and device status tracking across all Devices;
• mobile application access for seniors and family members;
• monthly wellbeing reports and dashboard access;
• installation visits and home safety evaluation; and
• renewal, pause, modification, or cancellation options.

3.3. Healthsoft is a technology-enabled care coordination and monitoring service. Unless expressly stated in writing for a specific plan, Healthsoft is not a hospital, ambulance operator, diagnostic centre, insurer, pharmacy, emergency room, or substitute for in-person medical diagnosis and treatment. Device alerts, dashboards, trends, guardian observations, and reports are supportive tools and must not be treated as a guaranteed clinical diagnosis or a replacement for direct physician care.

4. Eligibility

4.1. Use of the Platform is available only to persons who are capable of entering into legally binding contracts under the Indian Contract Act, 1872. Persons who are not competent to contract, including minors, may use the Services only through a parent, legal guardian, authorised family member, or other legally competent representative.

4.2. Healthsoft may refuse registration, activation, onboarding, or continuation of Services where the information provided is incomplete, inconsistent, unverifiable, misleading, or appears to be unauthorised. Healthsoft may also refuse service in uncovered or unsupported locations, or where operational, safety, legal, or logistical conditions make service delivery impracticable.

5. Account Registration and Accuracy of Information

5.1. To access certain Services, users may be required to register and create an account, or provide enrolment details through the website, app, landing form, QR flow, WhatsApp flow, customer support channel, or assisted onboarding process. Users agree to provide accurate, complete, current, and truthful information, including name, age, full residential address, city, phone numbers, WhatsApp number, email address, emergency contacts, doctor details, preferred hospital, health-related details, mobility level, living situation, communication preference, preferred language, relationship to the senior beneficiary, referral code (if any), payment details, and beneficiary information as reasonably required for service delivery.

5.2. Users are responsible for maintaining the confidentiality of their account credentials and for all activities carried out through their account. Healthsoft may rely on account-level actions, registered phone numbers, OTP-based verifications, and nominated contact confirmations for operational decisions, unless a contrary instruction is properly authenticated.

5.3. The user shall promptly update Healthsoft in the event of any change to address, phone number, senior's residence, health condition relevant to service delivery, emergency contacts, medication schedules, access restrictions, or beneficiary details. Accurate and current information is a precondition to the effective provision of the Services, and Healthsoft shall not be liable for any delay, failed installation, failed contact, failed dispatch, or failed emergency notification caused by outdated or incorrect information supplied by the user.

6. Coverage and Service Availability

6.1. Healthsoft services are available only in active coverage zones and serviceable cities identified by the Company from time to time.

6.2. Before sale confirmation and dispatch, Healthsoft may validate whether the senior's city and address fall within an active coverage zone; if not covered, the request may be waitlisted, deferred, refunded, or converted into a credit or future activation as determined by Healthsoft or agreed with the subscriber.

6.3. Even in covered cities, certain components of the Services may be subject to availability of nurse slots, partner resources, courier services, network connectivity, device connectivity activation, operational bandwidth, weather conditions, force majeure events, local restrictions, or beneficiary readiness.

6.4. Any indicative timeline, including dispatch and installation windows, is an estimate and not a guaranteed deadline unless expressly committed in writing.

7. Plans, Subscription Models, and Commercial Structure

7.1. Healthsoft offers flexible plans including:

• Sold plans (device purchase + monthly subscription)
• Rented plans (monthly all-inclusive)
• Family plans (multiple beneficiaries)
• Bundled plans (device + extended service)
• Promotional/discounted plans
• Custom enterprise plans

7.2. Billing may include:

• One-time onboarding/installation charges
• Monthly/annual subscription fees
• Visit/replacement charges
• Late fees, taxes, security deposits
• Device retrieval charges (rented plans only)

7.3. All fees, billing cycles, and commercial terms will be clearly shown at signup, invoice, or checkout.

7.4. All fees are payable in Indian Rupees or such other currency as may be specified by Healthsoft at the time of purchase, invoicing, or payment. Applicable taxes shall be additional unless expressly stated to be included. Healthsoft reserves the right to introduce, withdraw, revise, or modify plans, prices, entitlements, service inclusions, limits, visit entitlements, response models, and campaign benefits at its discretion. However, no retrospective adverse change shall be applied to an already-paid active term, except where required by law, tax change, fraud prevention, abuse control, safety considerations, or express contractual provision.

8. Payments and Billing

8.1. The subscriber agrees to make timely payment of all charges associated with the selected plan and any add-on Services. Payments may be collected through UPI, card, bank transfer, payment gateway, auto-debit, cash on delivery where available, or any other authorised payment mode.

8.2. A subscription may commence only after payment confirmation, internal verification, and successful provisioning.

8.3. Healthsoft may delay dispatch, onboarding, installation, monitoring activation, or renewal if payment remains pending, disputed, reversed, charged back, declined, or flagged by fraud controls.

8.4. If a recurring payment fails, Healthsoft may retry the transaction, notify the subscriber, and provide a 14-day grace period. Healthsoft may downgrade or suspend portions of the Services during this period. Monitoring access may be deactivated after the 14-day grace period expires or after the 30-day renewal window, subject to operational approval. The user authorises Healthsoft and its payment partners to generate invoices, receipts, reminders, payment links, and transactional notices.

8.5. Healthsoft shall not be responsible for losses arising from banking downtime, payment gateway failures, telecom failures, network issues, card issuer rejection, or unauthorised use caused by the user's own negligence.

9. Dispatch, Device Mapping, and Delivery

9.1. Healthsoft shall dispatch the Device corresponding to the subscriber's selected plan. Before dispatch, Healthsoft may verify payment, city coverage, packaging accuracy, device connectivity and activation readiness, IMEI linkage, user ID linkage, and address details, and may place dispatch on hold if there is any mismatch or operational inconsistency.

9.2. Delivery timelines are indicative only. Courier movements, tracking status, transit delays, failed delivery attempts, address access limitations, weather disruptions, civil unrest, or remote-area constraints may affect delivery timing.

9.3. Risk in sold devices passes to the subscriber upon delivery. Risk in rented devices remains with the subscriber for custody and safekeeping until returned to Healthsoft.

9.4. The user must inspect the delivered package promptly and notify Healthsoft within 72 hours regarding non-delivery, wrong items, physical damage, tampering, missing accessories, or activation issues. Failure to notify within 72 hours may result in the shipment being treated as delivered in good order, subject to applicable law and any contrary written policy.

10. Installation, Guardian & Staff Visits, and Home Readiness

10.1. After delivery, Healthsoft may schedule installation through auto-assignment or call-based review. Guardian scheduling is based on city, availability, and skill. Subscribers and seniors will be notified of the installation date and time through the app, WhatsApp, SMS, or direct call.

10.2. The subscriber and senior shall ensure reasonable access to the premises, electrical power, mobile connectivity where needed, a safe installation environment, availability of the senior or authorised representative, and cooperation during device demonstration and onboarding.

10.3. If the assigned visit fails due to user-side unavailability, denied entry, unsafe conditions, repeated rescheduling, or incomplete readiness, Healthsoft may reschedule the visit and may levy a revisit fee where disclosed.

10.4. During the installation visit, the guardian or field professional may complete a standardised site evaluation, including fall-hazard review, emergency contact visibility, medication storage observation, home layout assessment, device placement review, and user training assessment, with findings synced to the CRM or patient notes.

11. Device Use and User Responsibilities

11.1. The Devices and Services must be used strictly in accordance with Healthsoft instructions, user manuals, safety notices, charging guidance, connectivity guidance, and operating limitations. Users shall not tamper with, open, modify, disassemble, relocate, resell, reverse engineer, or misuse any Device, embedded connectivity component, firmware, charger, accessory, or bundled component.

11.2. The senior and subscriber are responsible for ensuring that Devices remain charged, worn or positioned correctly where applicable, connected as instructed, and used only by the designated beneficiary.

11.3. The user shall immediately inform Healthsoft if a Device is lost, stolen, damaged, submerged, disconnected, inaccessible, intentionally removed, or appears to be malfunctioning.

11.4. Healthsoft may generate alerts for low battery, device offline periods, missed doses, no-show events, or connectivity anomalies, and may trigger operational workflows or support calls based on those conditions. However, the user acknowledges that uninterrupted performance depends on several external variables, including electricity, telecom signals, network coverage, embedded network connectivity, handset compatibility, user handling, and environmental conditions.

12. Monitoring and Reports

12.1. Healthsoft may collect, receive, analyse, and display data generated from connected Devices, caregiver updates, guardian inputs, manual entries, and operational events, and may use such data to power live dashboards, real-time event feeds, monthly wellbeing reports, daily digests, threshold alerts, health event logs, and app-based visibility for seniors and family members.

12.2. All reports, dashboards, summaries, and insights are informational and operational in nature unless expressly designated as a professional medical opinion. Trends, reminders, scores, flags, thresholds, and summaries should not be interpreted as guaranteed diagnosis, prescription, or treatment instructions.

12.3. Users acknowledge that sensor-based systems may have limitations, including false positives, false negatives, data gaps, delayed sync, transmission failures, calibration constraints, incomplete context, and algorithmic limitations.

12.4. Healthsoft does not warrant that every event, fall, dose miss, symptom, or deterioration will always be detected, transmitted, classified, escalated, or displayed in real time.

13. Emergency Alerts and Response

Important:

Healthsoft's emergency response services are supplementary safety tools and are not a substitute for India's national emergency services (112). In any life-threatening emergency, always call 112 directly.

13.1. The Guard Rail pendant continuously transmits the senior's real-time location at all times while the Device is active and connected. This continuous location transmission is independent of any SOS or fall event and forms the basis of Healthsoft's ongoing monitoring capability. Location data is accessible to nominated family contacts and the Care Command Centre through the Healthsoft platform.

13.2. The Guard Rail is Healthsoft's primary emergency response device and shall take priority in emergency coordination workflows. It supports the following emergency scenarios:

(a) SOS Activation: Upon manual activation of the SOS button on the pendant or through the Healthsoft mobile application, the Device will transmit a real-time location alert and initiate a voice call to the Healthsoft Care Command Centre. The Care Command Centre will simultaneously notify nominated family contacts and caregivers.

(b) Automatic Fall Detection: Upon detection of a fall event by the Device's automatic fall detection system, including where the senior is unable to manually activate the SOS button, an alarm will be triggered and the Healthsoft Care Command Centre will be notified immediately.

(c) Command Centre Assessment and Escalation: Upon receiving an SOS activation, fall detection alert, or geolocation breach notification, the Care Command Centre will assess and confirm the nature of the emergency. Where the Command Centre determines that the event constitutes a medical emergency, it will escalate to Pococare. Pococare will independently determine whether a doctor, ambulance, or both are required, and will update Healthsoft in real time. Healthsoft will simultaneously communicate Pococare's assessment and response status to the nominated caregivers and family contacts.

(d) Geolocation Breach: Where the senior's real-time location exceeds a pre-configured geofence boundary, an alert will be generated and handled through the Command Centre assessment workflow described in Clause 13.2(c).

13.3. The Health Guard and The Keeper do not include SOS activation or ambulance dispatch functionality. However: (a) health threshold breaches detected by The Health Guard will generate real-time alerts to nominated family members and the Care Command Centre; and (b) missed medication events or dose anomalies detected by The Keeper will generate alerts to nominated family members, in accordance with the applicable plan configuration.

13.4. Subscribers may request emergency assistance through the SOS button or through the Healthsoft mobile application in non-medical situations, including scenarios where the senior is locked outside their home, is in a vulnerable situation, or requires urgent non-medical assistance. Such requests will be handled through the Care Command Centre workflow. Non-medical emergency requests may attract additional charges beyond the standard subscription plan; where applicable, such charges will be communicated to the subscriber at the time of the request.

13.5. An emergency event under The Guard Rail will generate a priority case record containing timestamps, device ID, alert type, notification logs, Command Centre assessment notes, Pococare coordination milestones, caregiver notification logs, and hospital admission logging where applicable.

13.6. Users understand and agree that Healthsoft does not guarantee prevention of injury, death, hospitalisation, or medical deterioration, and does not guarantee that any ambulance, hospital, doctor, or third-party responder will be available, timely, suitable, or successful. The involvement of Pococare is an independent clinical and operational assessment, and Healthsoft shall not be liable for any outcome arising from that determination.

13.7. All SLA-style response windows are operational targets and not legally guaranteed outcomes unless expressly stated in a signed service contract.

13.8. Emergency communications may be sent through WhatsApp, SMS, push notification, telephone, or other channels. Delivery may fail or be delayed due to network issues, device issues, DND settings, handset issues, platform outages, third-party service failures, or wrong contact details. Healthsoft shall not be liable for consequences arising from non-receipt, delayed receipt, incomplete receipt, or inability to reach any nominated contact where reasonable attempts were made.

13.9. The subscriber is solely responsible for ensuring that emergency contacts are accurate, reachable, and authorised, and that the senior has access to local emergency care options. Healthsoft is not a replacement for dialling public emergency services or contacting a local doctor, hospital, or ambulance provider directly when immediate action is required.

14. Third-Party Providers and Partner Services

14.1. Certain Services may be delivered, supported, or enabled by third parties, including courier partners, nurse agencies, Pococare (emergency ambulance dispatch), Razorpay (payment gateway), app messaging providers, telecom operators, cloud providers, and analytics or communications vendors.

14.2. Where third-party services are involved, the user acknowledges that Healthsoft may act as a facilitator, coordinator, technology enabler, service integrator, or marketplace platform, and that actual performance, availability, quality, delivery, or fulfilment may depend on the relevant third parties.

14.3. Healthsoft does not warrant the identity, conduct, licensing, timeliness, continuity, quality, or uninterrupted availability of every third-party provider, except to the extent expressly undertaken by Healthsoft in writing.

15. Medical Disclaimer

15.1. Healthsoft Services are intended to support monitoring, coordination, visibility, reminders, and family communication. They do not constitute medical diagnosis, emergency room care, inpatient care, guaranteed treatment, or a substitute for consultation with a qualified physician or emergency responder.

15.2. Any information, report, observation, threshold warning, or guardian note made available through the Platform is subject to the limitations of remote data, user-provided information, connected device accuracy, contextual interpretation, and absence of physical examination.

15.3. Users are strongly encouraged to maintain contact with qualified on-ground doctors and to seek immediate physical medical attention in case of emergency, severe symptoms, or doubt.

15.4. Healthsoft, its guardians, agents, support personnel, and platform outputs do not create a doctor-patient relationship unless such a relationship is expressly created under a separately documented regulated service.

16. Consent and Authorisation

16.1. By subscribing to the Services, the subscriber and, where applicable, the senior or lawful representative consent to the collection, use, storage, processing, transfer, and sharing of personal data, contact data, health-related information, clinical details, mobility and living situation data, location-related information, device telemetry, communication and language preferences, referral information, support records, call logs, event logs, guardian notes, and emergency details to the extent reasonably necessary for onboarding, monitoring, support, billing, service improvement, dispute resolution, audit, compliance, and emergency coordination.

16.2. Users further authorise Healthsoft to communicate with the senior, family members, nominated caregivers, emergency contacts, field staff, and relevant service partners for the purposes of scheduling, installation, monitoring, case updates, incident handling, welfare calls, issue resolution, plan renewal, and service administration.

16.3. Where the Services include optional social proof, testimonials, or promotional posts, no image, story, or identifiable experience of the senior or family shall be used without consent.

17. Privacy and Data Handling

17.1. Healthsoft's handling of personal data is further governed by its Privacy Policy which forms an integral part of these Terms. Users should read the Privacy Policy carefully to understand what information is collected, how it is used, whom it may be shared with, retention practices, and available user choices.

17.2. Without limiting the Privacy Policy, users acknowledge that Healthsoft may maintain operational logs, account information, call records, CRM activity history, installation records, case updates, dispatch data, device mapping records, emergency histories, payment records, and audit trails to operate the Services and protect legal interests.

17.3. Healthsoft shall use reasonable security measures, but no digital platform, device ecosystem, cloud service, telecom network, or data transmission method is completely immune from failure, interception, or breach. To the maximum extent permitted by law, Healthsoft disclaims warranties of absolute security and uninterrupted data availability.

18. Communications and Notifications

18.1. The user consents to receive service-related and transactional communications by phone call, SMS, WhatsApp, push notification, email, in-app message, and any other reasonable communication mode used by Healthsoft for onboarding, dispatch, installation, alerts, emergency handling, payment reminders, renewals, service changes, and support closure.

18.2. Such communications may be essential to the functioning of the Services and may override ordinary preference restrictions to the extent permitted by applicable law for service communications.

18.3. Marketing or promotional communications shall remain subject to applicable law and available opt-out mechanisms, but service-critical communications may continue as long as the user remains subscribed.

19. User Obligations and Prohibited Conduct

19.1. Users shall use the Platform only for lawful and intended purposes. Users shall not:

• provide false, misleading, incomplete, or unauthorised information;
• impersonate another person or use another person's credentials;
• interfere with or disrupt the Platform, Devices, networks, APIs, or communications channels;
• attempt unauthorised access, scraping, reverse engineering, or security testing of the Platform;
• upload, post, transmit, or share unlawful, defamatory, obscene, infringing, abusive, or harmful material; or
• use the Platform in a manner that violates applicable law or the rights of any third party.

19.2. Users shall also not misuse emergency features, deliberately trigger false alarms, misuse or wrongfully request ambulance services, conceal material health or access information relevant to service delivery, or use the Services for resale, exploitation, or unauthorised commercial purposes.

20. Intellectual Property

20.1. All rights in the Platform, software, dashboards, workflows, content, design, trademarks, service marks, logos, documentation, reports, compilations, operational logic, and related materials are owned by or licensed to Healthsoft, except for third-party marks and content.

20.2. No right, title, or interest is transferred to the user except the limited right to access and use the Platform in accordance with these Terms.

20.3. Users may not copy, reproduce, republish, modify, distribute, create derivative works from, reverse engineer, sell, license, or commercially exploit any part of the Platform or its content without prior written permission from Healthsoft.

21. Suspension, Escalation, and Service Intervention

21.1. Healthsoft operates a structured alert categorisation system to prioritise responses based on the nature and urgency of the event detected. Alerts are classified into three tiers:

(a) Critical Alerts — triggered by a manual SOS activation or automatic fall detection event. These are treated as immediately actionable and will initiate the full emergency response workflow through the Care Command Centre as described in Clause 13.2;

(b) Medium Alerts — triggered by a geofence breach, where the senior's real-time location exceeds a pre-configured boundary. These will be escalated to the Care Command Centre and nominated caregivers for assessment and follow-up; and

(c) Monitoring Alerts — triggered by non-urgent but trackable events such as a missed medication dose or abnormal sleep patterns detected by the relevant Device. These will be logged, flagged to nominated family contacts, and may prompt a welfare call or follow-up action by Healthsoft.

21.2. Healthsoft reserves the right to contact the subscriber or senior, schedule follow-up calls, pause certain features, reassign field personnel, or temporarily restrict use where necessary for safety, fraud control, compliance, technical stability, or operational integrity.

22. Cancellation, Pause, Modification, and Exit

22.1. A subscriber may request cancellation, pause, modification, or plan change in accordance with the applicable plan terms, billing cycle, and separate refund or cancellation policy. Users can request service pauses, modifications, plan changes, check-ins, or raise concerns through the app, and any resulting updates can be recorded and synced across the app and internal systems.

22.2. Any cancellation or pause request shall become effective only when acknowledged by Healthsoft through the Platform, CRM, email, support channel, or other official confirmation. Upon cancellation after the 72-hour trial window, no refund shall be issued for the current billing period; however, the subscriber's access to Services shall continue until the end of the paid billing cycle. There are no long-term contracts or lock-in obligations, and a subscriber may cancel at any time subject to these Terms.

22.3. If the plan involves rented Devices, the subscriber must return or make available all Devices and accessories in good working condition, subject to reasonable wear and tear. Healthsoft may charge for non-return, delayed return, material damage, tampering, missing accessories, or retrieval visits. All Devices remain the property of Healthsoft at all times; no ownership in the Device is transferred to the subscriber at any point.

22.4. A subscriber who cancels within 72 hours of confirmed setup completion shall be eligible for a full refund, subject to the following conditions:

• the 72-hour window is calculated from the time Healthsoft confirms the Device is live and active on its system, and not from the date of delivery;
• the Device must be returned to Healthsoft in full working condition; and
• any damage to the Device, missing accessories, or replacement costs identified upon return may be assessed and charged to the subscriber prior to processing the refund.

23. Refunds

23.1. Refund eligibility, timelines, mode, deductions, and exclusions shall be governed by Healthsoft's refund or cancellation policy as applicable to the selected plan. Subscribers who cancel within the 72-hour trial window (as defined in Clause 22.4) shall be eligible for a full refund subject to the conditions stated therein. In uncovered city scenarios where service activation is not possible, Healthsoft may offer a refund or credit.

23.2. No refund shall be due for delays, interruptions, or limitations caused by user-side issues, inaccurate details, inaccessible premises, refusal of installation, telecom failure outside Healthsoft's control, hospital preference changes, beneficiary non-cooperation, force majeure, or misuse of the Devices or Services, except where required by law or expressly approved by Healthsoft. For the avoidance of doubt, any subscription period already served and setup fees, where applicable, are non-refundable.

24. Warranties and Disclaimers

24.1. The Platform, Devices, dashboards, reports, alerts, and Services are provided on an "as is" and "as available" basis, to the maximum extent permitted by applicable law.

24.2. Healthsoft disclaims all express, implied, statutory, and other warranties, including implied warranties of merchantability, fitness for a particular purpose, title, non-infringement, uninterrupted operation, or error-free performance, except to the extent such disclaimer is not permitted under law.

24.3. Without limiting the foregoing, Healthsoft does not warrant that the Platform or Services will always be uninterrupted, timely, accurate, secure, complete, available in all locations, or suitable for every medical or caregiving situation.

24.4. Healthsoft further does not warrant that all software defects, network outages, sync failures, battery events, courier delays, field delays, false alarms, or missed detections can or will be prevented.

25. Limitation of Liability

25.1. To the maximum extent permitted by law, Healthsoft, its affiliates, directors, officers, employees, agents, contractors, technology partners, and service partners shall not be liable for any indirect, incidental, special, punitive, exemplary, or consequential damages, including loss of profits, loss of opportunity, emotional distress, medical deterioration, hospital expenses, loss of data, or loss of goodwill arising out of or related to use of the Platform or Services.

25.2. Without prejudice to the above, Healthsoft shall not be liable for injury, death, hospitalisation, medical outcome, treatment delay, caregiver decision, hospital refusal, network failure, telecom outage, device connectivity failure, device misuse, battery depletion, user non-compliance, incorrect beneficiary information, non-receipt of alerts, or actions of third-party providers. In particular:

(a) outputs from any Healthsoft Device — including SOS alerts, fall detection events, health metrics, dashboards, reports, and medication logs — are supportive monitoring tools and do not constitute a guaranteed clinical diagnosis, medical prescription, or emergency guarantee, and Healthsoft shall not be liable for any loss arising from reliance on such outputs in place of direct physician consultation or physical emergency care; and

(b) the availability, response time, and conduct of any ambulance dispatched through Pococare are independent of Healthsoft, and Healthsoft shall not be liable for any delay, non-attendance, or outcome attributable to Pococare or any emergency service provider.

The foregoing exclusions apply except to the extent directly caused by Healthsoft's proven wilful misconduct or gross negligence where such limitation is not prohibited by law.

25.3. In any case, Healthsoft's aggregate liability arising out of a specific claim shall not exceed the amount of fees actually paid by the subscriber to Healthsoft for the specific service period directly giving rise to the claim, unless a higher non-excludable liability applies under mandatory law.

26. Indemnity

26.1. The user agrees to defend, indemnify, and hold harmless Healthsoft and its affiliates, officers, employees, agents, contractors, and partners from and against any losses, claims, liabilities, damages, costs, penalties, expenses, and legal fees arising from or relating to the user's breach of these Terms, misuse of the Platform or Devices, unauthorised enrolment of a beneficiary, false or incomplete information, violation of law, infringement of third-party rights, or negligent or wrongful acts or omissions.

27. Termination and Deactivation

27.1. Healthsoft may suspend, restrict, deactivate, or terminate the user's account or Services, with or without notice as permitted by law, if: the user breaches these Terms; payment remains overdue; fraud is suspected; the user provides inaccurate or unauthorised information; operational safety is compromised; the plan expires without renewal; the city or address becomes unsupported; the service becomes unlawful; or continued provision is not commercially or operationally feasible.

27.2. Upon termination or deactivation, user access to dashboards, apps, data views, or active monitoring features may cease, subject to applicable retention and legal requirements. Certain provisions of these Terms, including payment obligations, disclaimers, indemnity, limitations of liability, dispute clauses, confidentiality, and intellectual property provisions, shall survive termination.

28. Changes to Terms and Services

28.1. Healthsoft reserves the right to amend these Terms, the Platform, any plan feature, any operational process, or any policy incorporated herein at any time. Such changes shall become effective upon posting or other lawful communication. Continued use of the Platform or Services after such update constitutes acceptance of the revised terms, subject to applicable law.

28.2. Healthsoft may also modify workflows, app features, command centre processes, escalation models, report formats, partner arrangements, or support structures from time to time in order to improve safety, quality, scalability, or compliance.

29. Governing Law and Dispute Resolution

29.1. These Terms shall be governed by and construed in accordance with the laws of India. Any dispute, claim, controversy, or disagreement arising out of or relating to these Terms, the Platform, the Devices, or the Services shall first be attempted to be resolved amicably through good-faith discussions within thirty days of written notice.

29.2. If not resolved, such dispute shall be referred to arbitration in accordance with the Arbitration and Conciliation Act, 1996. The seat and venue of arbitration shall be Chennai, Tamil Nadu, India. The arbitration shall be conducted by a sole arbitrator appointed by Healthsoft, subject to applicable law. The language of arbitration shall be English.

29.3. Subject to the arbitration clause, courts at Chennai, Tamil Nadu shall have exclusive jurisdiction for interim relief, enforcement, and non-arbitrable matters.

30. Grievance Redressal and Contact

30.1. Users may contact Healthsoft customer support or grievance personnel for complaints, grievances, service issues, abuse reports, or legal notices through the contact channels published on the Platform.

Grievance Officer

Shravan H

shravan@healthsoft.in

Support

care@healthsoft.in

+91 7806927154

Kaycees Healthsoft India Pvt Ltd

No. 9, 9th Cross Street, Sastri Nagar, Adyar, Chennai — 600020

31. Miscellaneous

31.1. Entire Agreement: These Terms, together with the Privacy Policy and any other expressly incorporated document, constitute the entire agreement between the user and Healthsoft in relation to the Platform and Services.

31.2. Severability: If any provision is held invalid or unenforceable, the remaining provisions shall continue in full force to the extent permitted by law.

31.3. Waiver: Failure to enforce any provision shall not constitute a waiver of that provision or any other provision.

31.4. Assignment: The user may not assign rights or obligations under these Terms without prior written consent. Healthsoft may assign or transfer its rights and obligations as part of restructuring, merger, acquisition, business transfer, or outsourcing.

31.5. Force Majeure: Healthsoft shall not be liable for delay or failure caused by events beyond reasonable control, including acts of God, epidemics, strikes, war, civil unrest, telecom failure, courier disruption, power outages, government restrictions, or partner breakdowns.

31.6. Relationship: Nothing in these Terms creates any employment, agency, partnership, fiduciary, doctor-patient, hospital-patient, or joint venture relationship, except as expressly agreed in a separate written contract.

Last Updated: 25th June, 2026

Entity: Kaycees Healthsoft India Private Limited

Governing Law: Laws of India · Jurisdiction: Chennai · Arbitration: Arbitration and Conciliation Act, 1996