These Terms & Conditions (“Terms”) apply to everyone who uses Second Spring: the elders we look after (“Blooms”), the family members and carers they choose, and anyone who signs up on a Bloom's behalf. Second Spring is run by Blooms Care India Limited, Kochi, Kerala, India (“we”, “us”). Please read them with our Privacy Policy. By signing up, or by using the app, WhatsApp messages or the Alexa skill, you agree to these Terms.
1. What Second Spring is
Second Spring is a wellness and care-support service for older people living at home, following the spirit of the Government of India's National Programme for Health Care of the Elderly: active, independent and connected ageing. Depending on the plan and the features you switch on, it can include:
- a daily check-in on mood, sleep, activity and how you feel, by app, WhatsApp, phone or Alexa;
- reminders for medicines exactly as your doctor prescribed them, and a record of doses taken;
- general guidance on healthy eating and activity, a food log, and optional healthy-meal delivery from partner kitchens;
- help arranging appointments and home visits, and a safe place to keep your health documents;
- wellbeing reports, and updates for the family members you choose;
- a geriatric-aware care team who notice when something looks different and encourage you to see your doctor.
2. What Second Spring is not: no clinical advice
Second Spring supports healthy ageing, but it does not practise medicine. In particular:
- We are not a hospital, clinic, nursing home or clinical establishment, and our care team do not act as your doctor, even when they are trained in health or nursing.
- We do not diagnose any illness, prescribe, stop or change medicines, or give treatment. Any question about your health, symptoms or medicines must go to a registered medical practitioner.
- Readings, scores, “outside the usual range” flags and wellbeing reports are for information only. They are not test results interpreted by a doctor. Target ranges for blood tests are recorded only as given by your own doctor's evaluation.
- Food suggestions, portion sizes and nutrient values are general nutrition guidance, not a prescribed or therapeutic diet. If you have kidney disease, diabetes, allergies or any condition that needs a special diet, follow your doctor or dietitian.
- Mood and loneliness check-ins are for wellbeing, not mental-health treatment under the Mental Healthcare Act, 2017.
- We do not sell, stock or dispense medicines.
- If we help you book a consultation with a doctor, including by video or phone, that consultation is between you and that registered medical practitioner, who is responsible for it under the Telemedicine Practice Guidelines, 2020 and the rules of the National Medical Commission.
3. Emergencies
Second Spring is not an emergency service. The SOS button, missed-check-in alerts and voice reminders depend on phones, internet and devices that can fail, and the care team may not see an alert at once. In an emergency:
- call 112 (all emergencies) or 108 (ambulance);
- for older people needing help, the national Elderline is 14567;
- for emotional distress, Tele-MANAS is 14416 (free, 24 hours).
4. Who can sign up, and signing up for someone else
- You must be 18 or older and able to agree to these Terms.
- A family member may start sign-up on a Bloom's behalf only with the Bloom's knowledge and agreement. If the Bloom cannot decide for themselves, only their lawful guardian may agree for them. Our care team will speak to the Bloom before the service begins.
- Please give true and complete information, especially about health conditions, medicines and allergies, and keep it up to date. We rely on what you tell us and do not verify it medically.
- Keep your password private. A temporary password must be changed at first sign-in, and five wrong tries lock the login for 30 minutes.
5. Your choices and consent
Extra features (WhatsApp, Alexa, daily updates to family, healthy meals, meal-time reminders and others) are off unless you switch them on, and you can switch any of them off at any time in the app or by telling the care team. Consent is recorded as our Privacy Policy describes. The Bloom decides which family members can see their information and can remove that access.
6. Family members
Family members see only what the Bloom allows. They agree to use this information only to support the Bloom, to respect the Bloom's wishes and dignity, and to keep it private. Nothing in Second Spring replaces the family's own care for an elder parent, and our service does not replace any duty under the Maintenance and Welfare of Parents and Senior Citizens Act, 2007.
7. Care team and home visits
Our care team will be courteous, respect your privacy, carry identification on visits, and never ask for your password, bank details or money beyond the agreed fees. We ask the same respect in return. We may pause the service if anyone's safety is at risk, or if there is abuse or harassment toward a Bloom or our team. Please tell us at once if anything about a visit worries you.
8. Healthy meals (add-on)
- Meals are cooked and delivered by independent partner kitchens, who are responsible for food safety and must hold a valid licence or registration under the Food Safety and Standards Act, 2006. The kitchen's name is shown when you order.
- Meals can be booked for upcoming eating windows (up to 6 days ahead, and until 45 minutes before the window starts). Prices are shown before you book.
- You can cancel until the kitchen confirms the order. If a meal is not delivered, or is wrong or spoilt, tell us the same day: we will arrange a replacement or a refund, as the Consumer Protection (E-Commerce) Rules, 2020 require.
- Please tell us about all allergies. Kitchens take care, but cannot rule out traces of other foods. Nutrient values are approximate.
- This add-on is a pilot and may be available only in some areas.
9. WhatsApp, Alexa and other services
WhatsApp (Meta), Alexa (Amazon) and similar services have their own terms and privacy policies, which you accept with those companies. Reminders and messages through them depend on your device, account and internet connection; we cannot guarantee they are always delivered on time.
10. Fees
Plan fees, what they include, and how to pay are agreed with you in writing before the service starts, and include applicable taxes. Add-ons such as meals are charged as shown when you order. We will tell you at least 30 days before any change in a plan's fees.
11. Using the app fairly
Please do not misuse the app: no sharing of logins, no access to anyone else's information, no harmful or unlawful content, and no attempts to break or overload the service. The Second Spring name, logo, app and content belong to us; you may use them only to use the service.
12. Our responsibility to you
We provide the service with reasonable care and skill, and we will fix our mistakes. Because Second Spring does not give medical advice or treatment, we are not responsible for health decisions made without a doctor, or for the acts of independent doctors, kitchens or other partners. To the extent the law allows, our total liability for any claim is limited to the fees you paid us in the 3 months before it. Nothing in these Terms limits your rights under the Consumer Protection Act, 2019 or any liability that cannot be limited by law.
13. Leaving, and changes
You can stop the service at any time by telling the care team. We may end it with 30 days' notice, or at once if these Terms are seriously broken or someone's safety is at risk. What happens to your data then is in our Privacy Policy. We may update these Terms; we will tell you about important changes in the app or by message before they apply, and ask again where the law requires.
14. Questions and complaints
Call the care team on +919916684554. If we have not resolved a complaint, contact our Grievance Officer, M.K. Musthafa, at musthafamk@gmail.com. We acknowledge complaints within 48 hours and aim to resolve them within 30 days. You can also approach the consumer commissions under the Consumer Protection Act, 2019, or the National Consumer Helpline (1915).
15. Law and courts
These Terms are governed by the laws of India. Courts at Ernakulam, Kerala have jurisdiction, without affecting your right to approach a consumer commission where you live.