Contact & Grievances

1If somebody needs help right now

Eldrly is not an emergency service. In a medical emergency call 108 for an ambulance, or go to your nearest hospital immediately. Do not wait for a reply from us.

Our care team is available 24 hours a day, 7 days a week for questions about a booking, a visit or a care professional who has not arrived.

2Families and customers

Email contact@eldrly.in for anything to do with a booking, a payment, a refund, or the care being delivered. Please include your booking reference; it is on your booking confirmation and on the bookings page in your account, so we can answer without a round of questions first.

You can also cancel or change a booking directly from the bookings page in your account, which is faster than writing to us.

3Care partners

If you are a doctor, nurse or caregiver working through Eldrly, call the partner helpline on +91 9004374489. It is the fastest route for anything time-critical: a customer who is not answering the door, a PIN that will not work, a visit you cannot attend, or a payment that has not arrived.

Your terms are set out in the Care Partner Terms, which cover pay rates, payout timing and what to do if a visit goes wrong.

4Data protection requests

Under the Digital Personal Data Protection Act, 2023 you may ask us what personal data we hold about you, ask for it to be corrected, ask for it to be erased, or withdraw a consent you have given. Write to grievance@eldrly.in from the email address on your account, or tell us the mobile number your account uses.

We verify that a request is genuinely yours before we act on it; this protects you from somebody else asking for your data, and then respond within 30 days.

Deleting your account is covered in the Privacy Policy, including what is erased and what we are required by law to keep.

5Complaints

If something has gone wrong, tell our Grievance Officer. Every complaint is acknowledged within 24 hours and we aim to resolve it within 15 days; consumer complaints are resolved within 30 days as required by the Consumer Protection (E-Commerce) Rules, 2020.

Please tell us what happened, when, and what outcome you are looking for. If your complaint concerns a specific visit, the visit date and the professional’s name help us investigate properly.

6If we do not resolve it

You do not have to use our complaints process before going elsewhere, and we will not treat it as a breach if you do not.

• Consumer complaints: the National Consumer Helpline on 1915, or the consumer commission having jurisdiction over your address, under the Consumer Protection Act, 2019.
• Data-protection complaints: the Data Protection Board of India, under the Digital Personal Data Protection Act, 2023. A decision of the Board may be appealed to the Telecom Disputes Settlement and Appellate Tribunal.
• Care-partner complaints: the labour authority having jurisdiction, or the professional council that registered the partner concerned.
• Sexual harassment: the Internal Committee constituted under the Sexual Harassment of Women at Workplace (Prevention, Prohibition and Redressal) Act, 2013, or the Local Committee of the district. Write to the grievance address and it will be referred without delay.
• Payment disputes: your bank or card issuer. We ask only that you contact us first, because a chargeback takes considerably longer to resolve than a refund we can initiate ourselves.