Working together
Terms of Service
Last updated:
These terms apply when you use Oruaal’s website or engage Oruaal to coordinate support for you or your family. They are intended to explain our working relationship in practical terms.
1. What Oruaal is
Oruaal is a local family concierge and coordination service in Trivandrum. Depending on the agreed request, Oruaal may:
- Coordinate tasks
- Arrange third-party services
- Attend or accompany someone where agreed
- Help follow up on requests
- Provide local presence
- Keep customers updated
Oruaal is not a hospital, doctor, nursing service, ambulance service, police, fire or emergency service, or a guaranteed emergency-response provider.
2. Service requests
Customers may request help through WhatsApp, phone, the website or another agreed channel. Oruaal may accept, decline or clarify a request depending on availability, safety, legality, location, scope and the expertise required.
Sending a request does not guarantee that Oruaal can take it on. We will confirm what we can do and the next step.
3. Coordination and third-party services
Oruaal may arrange services from independent third parties, including doctors, hospitals, pharmacies, drivers, plumbers, electricians, technicians and home-service providers.
Unless explicitly stated otherwise, these providers are independent third parties and are responsible for their own professional work. Oruaal will use reasonable care when coordinating providers but cannot guarantee their availability, outcome or performance.
4. Medical matters
Oruaal does not provide medical diagnosis, treatment or medical advice. Medical decisions remain between the individual or family and qualified healthcare professionals.
In a life-threatening or time-critical emergency, customers or family members should contact the appropriate emergency service or healthcare provider directly. Oruaal may assist with coordination where possible but does not guarantee emergency-response times.
5. Customer information and authority
Customers are responsible for providing information reasonably necessary to perform requested tasks. Where a customer asks Oruaal to coordinate something on behalf of another person, the customer represents that they have appropriate authority or permission to do so where required.
Oruaal may seek confirmation before taking significant actions.
6. Expenses and third-party costs
Third-party costs are separate from Oruaal’s service fee unless explicitly included. These may include medicines, transport, repairs, purchases, professional fees, and hospital or clinic charges.
Where practical, Oruaal will seek customer approval before incurring material third-party expenses. An emergency or unusual situation may require reasonable judgement to prevent avoidable harm or loss, but this does not give Oruaal unrestricted spending authority.
7. One-off requests
One-off work may be offered at a quoted or published price. Where practical, the exact scope and service fee will be confirmed before work begins. Additional third-party expenses remain separate unless specifically stated.
8. Oruaal Family subscription
Oruaal Family is currently presented at ₹9,999 / month. The subscription provides ongoing access to local coordination and support within the agreed service scope. It is not an unlimited service.
Physical presence, visits and labour-intensive requests remain subject to reasonable use, availability, location and the agreed scope of service.
If unusually frequent or resource-intensive support is required, Oruaal may discuss an adjusted service arrangement before continuing that level of support.
9. Cancellation
Customers may cancel an ongoing subscription before the next billing period. Cancellation stops future renewal but does not automatically reverse fees for a period already started or work already performed.
If Oruaal cannot reasonably provide a paid service, we will work with the customer to resolve the matter appropriately. Depending on the circumstances, this may include rescheduling, credit or a refund.
10. Availability
Oruaal aims to be responsive but does not promise continuous 24/7 availability unless a specific service arrangement says otherwise.
Response times depend on the request type, location, availability, third-party dependencies and circumstances on the ground.
11. Safety and unsuitable requests
Oruaal may refuse or stop a request that:
- Is illegal
- Places someone at unreasonable risk
- Requires professional licensing Oruaal does not hold
- Involves unsafe conditions
- Falls materially outside the agreed service
12. Customer communication
Customers should provide reachable contact details. Oruaal may communicate through WhatsApp, phone, email or another agreed channel. Please notify us if important contact information changes.
13. Limitation of responsibility
Oruaal will use reasonable care when providing coordination services. However, some matters are outside our reasonable control, including the actions of independent third parties, hospitals and healthcare providers, traffic, infrastructure outages, weather, government services and other external events.
Nothing in these terms excludes or limits responsibility where doing so would be unlawful.
14. Privacy
How Oruaal handles personal information is described in our Privacy Policy.
15. Changes to services or terms
Oruaal may update its services, pricing or these terms as the service evolves. Changes will apply prospectively where practical. The latest version will appear on this page with an updated date.
16. Governing law
These terms are governed by the laws of India. Any disputes that cannot be resolved directly will be subject to the courts having jurisdiction in Thiruvananthapuram, Kerala, unless applicable law requires otherwise.