1. What Alutra is — and what it isn't
Alutra is a family care coordination tool. It helps families and care circles organise information, tasks, schedules, memories, and communication around the care of a loved one.
Alutra is not a medical service. We do not provide medical advice, diagnosis, or treatment. Nothing in the Service — including wellbeing check-ins, reminders, or any content — is a substitute for advice from a qualified health professional. Always consult a doctor or other health provider for medical decisions.
Alutra is not an emergency service. In an emergency, call your local emergency number (for example 111 in New Zealand, 911 in North America, 999 in the UK, 112 in the EU and many other countries). Features such as the emergency information card and SOS functions are tools for sharing information and alerting your care circle; they do not contact emergency services and are not monitored by us.
2. Your account
You must be at least 18 years old — or the age of majority where you live, if higher — to create an account. You are responsible for keeping your login credentials secure and for all activity under your account. Tell us promptly at hello@alutra.care if you believe your account has been compromised.
You may sign in using third-party providers (such as Google). Your use of those providers is subject to their own terms.
3. Care circles and shared information
The Service is built around shared spaces (“care circles”) where members can see and contribute information about the person being cared for. By adding information to a care circle, you understand that other members of that circle can view it, in line with the roles and permissions set within the app.
You are responsible for ensuring you have the right to share any information you add about another person, including the person receiving care. Where the person receiving care is able to participate in decisions about their information, we encourage you to involve them.
Emergency information card. The Service lets a care circle generate an emergency card accessible via a unique link, without login, so that first responders or others can view essential information quickly. Anyone with the link can view that card. You control what information is included and can regenerate or disable the link at any time. Use this feature thoughtfully.
4. Your content
You retain ownership of the content you add to the Service — including entries, photos, recordings, and Memory Book content. You grant us a limited licence to host, store, display, and transmit that content solely to operate and improve the Service. We do not sell your content or use it for advertising.
You agree not to upload content that is unlawful, infringes another person's rights, or is harmful or abusive.
Our handling of personal information is described in our Privacy Policy, which forms part of these Terms.
5. Subscriptions and billing
Parts of the Service are free; some features require a paid subscription.
- Prices are shown on the web at the time of purchase and are charged in US dollars unless stated otherwise.
- Subscriptions renew automatically at the end of each billing period (monthly or yearly) until cancelled.
- You can manage or cancel your subscription at any time in your account settings on the web; cancellation takes effect at the end of the current billing period. Except where required by law, payments already made are not refunded for partial periods.
- Where a subscription was purchased through an app store, that store handles the payment, the renewal and the cancellation, in line with its own terms.
- Payments made on the web are processed by Stripe. We do not store your full card details.
- We may change subscription pricing with reasonable advance notice. Changes take effect from your next renewal.
- Depending on where you live, sales tax, GST, or VAT may be added at checkout, and your bank or card issuer may apply currency conversion fees. These are shown or charged in accordance with local requirements.
Cooling-off and cancellation rights. If the law where you live gives you a statutory right to cancel a digital subscription within a set period (for example, the 14-day withdrawal right for consumers in the EU and UK), we honour that right. By starting your subscription immediately, you acknowledge that if you use the paid Service during that period, any refund may be reduced to reflect the service already provided, to the extent local law allows.
Nothing in this section limits your rights under the Consumer Guarantees Act 1993 (if you are in New Zealand) or any mandatory consumer protection law that applies where you live.
6. Acceptable use
You agree not to:
- use the Service for any unlawful purpose or in breach of any person's rights;
- attempt to gain unauthorised access to the Service, other accounts, or our systems;
- interfere with or disrupt the Service, including by introducing malicious code;
- scrape, copy, or resell the Service or any part of it;
- impersonate another person or misrepresent your relationship to a person receiving care.
We may suspend or terminate accounts that breach these Terms.
7. Bereavement and account continuity
We recognise that the Service often supports families through end-of-life care. Where the person receiving care passes away, the care circle may be placed into a bereavement state that preserves memories and information while adjusting active features. Circle administrators can manage, export, or close the circle. We aim to handle these transitions with care and will act on reasonable instructions from circle administrators.
8. Intellectual property
The Service — including its software, design, and branding — is owned by or licensed to Alutra Care Limited and its related entities, and is protected by intellectual property laws. ALUTRA and associated marks are trademarks of Alutra Holdings Limited. These Terms do not grant you any rights in the Service other than the right to use it as intended.
9. Availability and changes to the Service
We work hard to keep the Service available and reliable, but we do not guarantee uninterrupted access. We may modify, add, or remove features from time to time. If we discontinue the Service or a material feature, we will give you reasonable notice and the opportunity to export your content.
Keep your own records of critical information. While we take backups and data protection seriously, the Service should not be your only copy of information you cannot afford to lose — particularly medical details needed in an emergency.
10. Liability
To the maximum extent permitted by law:
- the Service is provided “as is” and we exclude all implied warranties;
- we are not liable for indirect or consequential loss, or for loss arising from reliance on information entered by care circle members;
- our total liability to you in connection with the Service is limited to the amount you paid us in the 12 months before the event giving rise to the claim.
Nothing in these Terms excludes or limits rights you have under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986 (if you are in New Zealand), or under any mandatory consumer protection law in your country of residence that cannot be excluded by agreement — including, for example, statutory guarantees under the Australian Consumer Law and consumer rights under EU and UK law. If you are in New Zealand and using the Service for business purposes, you agree that the Consumer Guarantees Act 1993 does not apply.
11. Termination
You may stop using the Service and delete your account at any time. We may suspend or terminate your access if you materially breach these Terms, if required by law, or if we discontinue the Service. On termination we will handle your information in accordance with our Privacy Policy, including deletion or return of content where required.
12. Changes to these Terms
We may update these Terms from time to time. If a change is material, we will notify you through the Service or by email before it takes effect. Continued use of the Service after a change takes effect means you accept the updated Terms.
13. International use
The Service is operated from New Zealand and made available worldwide. We do not represent that the Service is appropriate or available in every country, and you are responsible for complying with the laws that apply to you locally. You must not use the Service where doing so would breach applicable export controls or sanctions.
14. Governing law
These Terms are governed by the laws of New Zealand, and you submit to the non-exclusive jurisdiction of the New Zealand courts.
If you are a consumer, this clause does not take away protections you are entitled to under the mandatory laws of the country where you live, and where those laws give you the right to bring or defend proceedings in your local courts, that right is preserved.
15. Contact
Questions about these Terms:
Alutra Care Limited
Email: hello@alutra.care
Web: https://alutra.care