Terms & Conditions

Who we are and what we provide

Trusbee Private Limited ("Trusbee", "we") connects families with trained assistants called Bees, who provide non-medical help: hospital assistance, elderly companionship, urgent non-medical support, personal errands, compassion support, event assistance and, when launched, driver, security and pet-care assistance. Bees are not doctors, nurses or paramedics. They do not diagnose or treat, do not provide physiotherapy, and do not administer medicines or injections except under a doctor's written prescription with recorded consent.

Emergencies

For medical emergencies, call 102 or an ambulance first. We provide a person by your side, not medical treatment. A Bee may help with everything around the emergency, but Trusbee never replaces professional medical or emergency care and acts alongside emergency services, never instead of them.

Eligibility and your account

You must be 18 or older to book. You may book for another person, such as a parent, with their knowledge. Bookings are made through our WhatsApp number or by phone; the WhatsApp number you book from is your account, and messages from it are treated as yours. Keep your Booking ID and PINs private. WhatsApp's own terms govern the messaging platform.

Bookings and confirmation

A booking is confirmed only when you receive a confirmation message with a Booking ID, a Start PIN and an End PIN. Arrival estimates, including "20 minutes" for express slots, are estimates subject to Bee availability and are given before you confirm. You agree to give accurate details: the service needed, address, time, and a contact person who can be reached on arrival.

Hourly billing

Hourly bookings are billed for actual time worked, measured from your Start PIN to your End PIN. A free 15-minute cushion applies past the booked time. Minimum charge is half the booked hours, or 75% for bookings of 4 hours or more, because a Bee was reserved for you. Hourly rates are exclusive of GST, charged at 18% and shown as a separate line.

A one-time Bee Arrival Charge of ₹0 to ₹99, based on the assigned Bee's travel distance, and, if the service ends at a different location, a flat ₹49 Return Support Fee may apply. Both are shown before you confirm and are GST-exempt.

Shift packages

6-hour and 12-hour blocks are one fixed price for the block, exclusive of GST, as published on this website and quoted by the booking assistant at the time of booking; shift bookings carry no arrival or return charge. Finishing early does not reduce the price. A night block is one where at least 3 hours fall between 10 pm and 6 am, decided by the start time and shown before you confirm. Extra hours beyond a 6-hour block are billed at the hourly rate and the same Bee may continue up to 12 hours in total; on a 12-hour block any extension is a new assignment with a different Bee, as no Bee works more than 12 continuous hours. Up to 15 minutes of unplanned overrun is free. Multi-day bookings are a series of shifts, each with its own start time; Trusbee is not a live-in service. Shift bookings are available only once announced by the booking assistant.

Payment

Bookings are paid after the service by UPI, through the link or QR sent on WhatsApp, to Trusbee Private Limited's account. For first-time customers, a booking whose payable amount including GST exceeds ₹3,000 is confirmed with a 20% advance, with the balance paid after the service. Never pay a Bee in cash or to a personal account; Trusbee is not responsible for payments made outside the channel we send you. Every bill shows GST at 18% (CGST 9% + SGST 9%) as a separate line. Prices may change; the price shown to you at confirmation is the price you pay.

Changes, cancellations and refunds

Our Cancellation and Refund Policy forms part of these terms. In short: hourly bookings can be changed or cancelled free at any time before the Start PIN is entered, with a ₹100 visit fee possible if the Bee is turned away at the door; once a visit is in progress you can end early with the End PIN and pay only for verified time, subject to the minimum charge. For shift bookings Trusbee provides a cancellation facility charged per scheduled shift by time to its start: free beyond 12 hours, 25% within 12 hours, 50% within 4 hours, 100% after the start or if the Bee is turned away, plus GST; your total never exceeds the original booking amount. Advances are adjusted first and any balance refunded within 48 hours.

Your responsibilities

Provide a safe, lawful setting and accurate task details, share PINs only at the right moments, and treat your Bee with respect. Bees may decline tasks that are unsafe, unlawful, or outside the service. We may end a service and decline future bookings in cases of abuse, harassment, discrimination or unsafe conditions, and the minimum charge then applies.

Rules every Bee follows

Bees do not handle your cash, ATM cards, OTPs, PINs, passwords or valuables, make no payments on your behalf, do not act as your legal agent, do not sign documents on your behalf, and do not administer medicines or injections except under a doctor's written prescription with recorded consent. Requests outside these rules are outside the service and at your own risk. Bees carry a photo ID, wear the Trusbee uniform unless you ask otherwise, and sign these rules before their first visit.

Safety, property and incidents

Safety concerns during a service reach our founders directly and are acted on immediately. For minor accidental damage caused by a Bee, we may at our discretion make a goodwill payment of up to ₹2,000 per incident, paid promptly and without admission of fault.

For loss or damage where a Bee's fault is established, by admission or by a police complaint supported by reasonable evidence, our aggregate liability is limited to ₹10,000 per incident. We cooperate fully with you and the authorities, including sharing the Bee's verified identity and the booking's service records. Compensation is not payable on allegation alone. Incidents must be reported within 24 hours of the service ending.

Liability

We take reasonable care selecting, verifying and training Bees. To the extent permitted by law, our liability for any booking is limited to the value of that booking, except as set out in the clause above, and we are not liable for indirect or consequential loss. Nothing in these terms limits liability that cannot be limited under Indian law, including under the Consumer Protection Act, 2019.

Privacy

Our Privacy Policy explains what we collect and why, in line with the Digital Personal Data Protection Act, 2023. By booking you consent to that use. We never sell your data.

Trusbee content and brand

The Trusbee name, the bee mark, the "Bee" service names and the content of this website and our WhatsApp assistant belong to Trusbee Private Limited. You may share our pages and messages with family; you may not copy them for a competing service.

Changes to these terms

We may update these terms as the pilot grows. The date at the top always shows the current version; material changes are announced in the booking chat. Bookings are governed by the terms in force when they were confirmed.

Governing law and grievances

These terms are governed by the laws of India, and courts in Patna, Bihar have exclusive jurisdiction. Complaints and grievances: WhatsApp or call +91 92881 81211, email support@trusbee.in, or use the form in our Help centre. Our grievance contact acknowledges within 48 hours and resolves within 30 days.