Terms & Conditions

These Terms and Conditions ("Terms") govern the use of services provided by Tenderly ("we", "us", "our") to clients and their families. By engaging our services or submitting an enquiry, you agree to these Terms. Please read them carefully. If you have any questions, contact us before proceeding.

1. Definitions

• "Service" refers to in-home elderly care and assistance as described in our care arrangements
• "Client" refers to the older adult receiving care
• "Family Member" or "User" refers to the person engaging our services on the client's behalf
• "We / Us / Our" refers to Tenderly, registered in Taipei, Taiwan
• "Agreement" means the written care arrangement agreed between both parties
• "Aide" means a trained care professional employed or contracted by Tenderly

2. Acceptance of Terms

These Terms apply to all care arrangements entered into with Tenderly. By signing a care agreement, submitting a contact form, or verbally confirming an arrangement, you confirm that you have read and agreed to these Terms. You must be at least 18 years of age and have legal capacity to enter into agreements on behalf of the client.

3. Service Description

Tenderly provides three structured in-home care arrangements for older adults in the greater Taipei area:

• Daily Living Companion (NT$8,500)
• Medical Liaison & Medication Support (NT$18,500)
• Full-Spectrum Home Care (NT$48,000)

The specific scope, schedule, and inclusions of each arrangement are set out in the written care plan provided prior to commencement. Services are delivered in the client's home and surrounding areas as agreed.

Our aides are trained care professionals. They are not licensed physicians, nurses, or pharmacists. All medical decisions remain the responsibility of the client's healthcare providers.

4. Service Commencement and Care Plans

Prior to the start of care, we will provide a written care plan outlining the agreed arrangement, schedule, responsibilities, and pricing. Care commences only once both parties have confirmed the plan. We reserve the right to decline an arrangement if we assess that our services are not suitable for the client's needs.

5. User Responsibilities

By engaging our services, you agree to:

• Provide accurate and complete information about the client's health, routine, and home environment
• Inform us promptly of any changes to the client's condition or circumstances that may affect care delivery
• Ensure the care environment is reasonably safe for our aides
• Not request our aides to perform tasks outside the scope of the agreed care arrangement
• Treat all Tenderly personnel with respect and consideration
• Make payment in accordance with the agreed schedule

6. Payment Terms

Services are billed monthly. Payment is due within fourteen calendar days of the invoice date. Accepted payment methods will be confirmed prior to service commencement. Pricing is stated in New Taiwan Dollar (NTD). Late payments may result in a temporary suspension of services until the outstanding balance is settled. Pricing is subject to review, and any changes will be communicated with a minimum of thirty days' notice.

Refund Policy

Where care cannot be delivered due to circumstances within our control (such as aide unavailability not covered by backup provision), a pro-rated adjustment will be made to the invoice. Payments already made for services not rendered will be credited to the following month's invoice or refunded upon request.

7. Schedule Changes and Cancellations

Schedule changes can be requested with at least 48 hours' notice and will be accommodated where possible. Cancellation of a scheduled visit with less than 24 hours' notice may result in that visit being charged. Either party may end the care arrangement with fourteen days' written notice. In cases of serious concern for an aide's safety or welfare, Tenderly reserves the right to suspend or terminate services with immediate effect.

8. Confidentiality

All information shared with Tenderly—including health details, household information, and family circumstances—is treated as strictly confidential. Our aides and staff are bound by confidentiality agreements. We will not share client information with third parties except as required to deliver the service, as described in our Privacy Policy, or as required by law.

9. Intellectual Property

All content on our website and in our written materials, including care plan templates and documentation, is the property of Tenderly. You may not reproduce or distribute any of this content without our written permission.

10. Disclaimers

Tenderly's care aides are trained professionals but are not licensed medical practitioners. We do not provide medical diagnosis, treatment, or clinical intervention. All references to health observations in care notes are for informational purposes and should not replace professional medical advice.

We provide our services in good faith and with reasonable care, but we do not represent that specific outcomes will result from the use of our services.

11. Limitation of Liability

To the extent permitted by applicable law in Taiwan, Tenderly's total liability in connection with any claim arising from the provision of services shall not exceed the amount paid by the client for the month in which the claim arose. We shall not be liable for any indirect, incidental, or consequential loss unless caused by our own gross negligence or wilful misconduct.

12. Indemnification

You agree to indemnify Tenderly against any claims, losses, or expenses arising from your failure to provide accurate information, your failure to maintain a safe care environment, or your breach of these Terms.

13. Termination

Either party may end the care arrangement with fourteen days' written notice. Tenderly may terminate with immediate effect in the event of non-payment, material breach of these Terms, or a situation that poses risk to the wellbeing of an aide. Upon termination, outstanding amounts become immediately due.

14. Governing Law and Dispute Resolution

These Terms are governed by the laws of the Republic of China (Taiwan). Any disputes arising from these Terms or from the provision of our services shall first be addressed through good-faith discussion between both parties. If resolution cannot be reached informally, disputes shall be referred to the jurisdiction of the Taipei District Court.

15. General Provisions

• Entire Agreement: These Terms, together with the written care plan, constitute the full agreement between the parties
• Severability: If any provision is found to be unenforceable, the remaining provisions continue in full effect
• Waiver: Failure by either party to enforce a provision does not constitute a waiver of that provision
• Notices: Formal notices should be sent to the addresses provided at the time of engagement

16. Changes to These Terms

We may update these Terms from time to time. Updated Terms will be posted on our website. Continued use of our services after any update constitutes acceptance of the revised Terms. For material changes, we will notify active clients by email or phone at least thirty days in advance.

17. Contact

For questions relating to these Terms, please contact:

• Email: legal@tenderenes
• Phone: +886 2 2125 5507
• Address: Tenderly, No. 72, Section 1, Keelung Road, Neihu District, Taipei 114, Taiwan