Website: www.hospitalathomes.in

1. Introduction

1.1. These detailed Terms and Conditions ("Terms") govern your access to and use of products and services provided by www.hospitalathomes.in under MALLAMPALLI MEDICAL HOME HEALTH CARE SERVICES PRIVATE LIMITED ("Service Provider", "we", "us"), accessible via our website and any related software applications, products, or services offered (collectively, the "Services"), by consumers ("you", "User"). By registering, accessing, or using the Platform, you explicitly agree to abide by these Terms. Please review them carefully. We use www.md.healthplix.com to register, assess initially and provide our services.

1.2. For registration we should verify and confirm the patient’s identity by name, age, address, email ID, phone number, registered ID (Aadhar/Voter ID) or any other identification as may be deemed to be appropriate and document the same for the purpose of records, according to MOH guidelines.

1.3. We reserve the right, at our sole discretion, to change or modify portions of these Terms of Service at any time. Any such changes will become effective immediately. Your continued use of the Services after the date any such changes become effective constitutes your acceptance of the new Terms of Service. In addition, when using certain Services, you will be subject to any additional terms applicable to such Services that may be posted on the Services from time to time.

2. Scope of Services

2.1. User is required to register with the Service Provider in order to access and use the Services. If you choose to register for the Services, you agree to provide and maintain true, accurate, current and complete information about yourself as prompted by a Service’s registration form. You have to be at least 18 years old to register for the services. If you are under 18 years old, or an adult without clear mental capacity, e.g., care for dementia you may use the Services only with the approval of your parent or guardian and under their guidance.

2.2. You may never use another's account, and you may not provide another person with the username and password to access your account. You should maintain control over all of the devices that are used to access the Services. If you fail to maintain control of a device, other users may access the Services through your account and may be able to access certain of your account information. You are fully responsible for any and all activities that occur under your password or account, and it is your responsibility to ensure that your password remains confidential and secure. You agree to (a) immediately notify the Service Provider of any unauthorized use of your password or account or any other breach of security, and (b) ensure that you exit from your account at the end of each session when accessing the Services. The Service Provider will not be liable for any loss or damage arising from your failure to comply with this clause.

2.3. The Service Provider shall provide the Services, the indicative list of which is set out in the Annexure to these Terms, to the User, subject to payment of consideration by the User and the User’s compliance with all terms and conditions outlined in these Terms.

2.4. The Services as offered by the Service Provider is solely for your personal and non-commercial use. With your purchase of a Service, we grant you a limited, non-exclusive, non-transferable license to access and use such Service at the location mentioned on the Platform.

2.5. The Client acknowledges and agrees that:

• a. Service Commencement Date: The date for the commencement of the services (“Service Start Date”) shall be the date explicitly selected by the User on the Service Provider’s website at the time of booking.
• b. Service Period: The duration of service and the specific days of the week (e.g., Monday to Saturday) during which services are to be provided must be chosen by the User at the time of booking on the Service Provider’s website (“Service Period”). The agreed-upon Service Period shall be binding upon confirmation.
• c. Service Address: The User must clearly provide the complete and accurate residential address where the services are to be delivered (“Service Address”), at the time of booking via the Provider’s website. The Provider will deliver services exclusively at this address unless otherwise mutually agreed upon in writing.
• d. Number of Hours: The User shall specify the number of service hours required per day at the time of booking via the Service Provider’s website. This selection shall form the basis for calculating the total consideration payable for the services.
• e. Modifications: Any changes to the Service Start Date, Service Address, Service Period, or number of service hours after initial confirmation must be explicitly approved in writing by both the Provider and the Client and may result in adjustments to the Consideration payable.

3. Fees, Billing, and Payment Terms

3.1. The Client acknowledges and agrees that:

• a. Billing Rate: Fees shall be calculated based on the rate (Hourly, Weekly, or Monthly) explicitly selected by the Client at the time of booking on the Provider’s website. The rate shall be decided by the Service Provider on the basis of the Service Period and/or number of service hours as availed by the User. The applicable rates will be clearly displayed prior to confirmation of the booking.
• b. Billing Cycle: The Client must select a billing cycle—either Weekly, Biweekly, or Monthly-at the time of booking. This selection shall depend on the Service Period and/ or the number of service hours and determines the frequency of invoicing and payment obligations.
• c. Payment Method: All payments must be made exclusively through the secure payment gateway provided on the Service Provider’s website. No other forms of payment will be accepted unless explicitly approved in writing by the Service Provider.
• d. Invoice and Payment Due Date: Invoices will be issued electronically through the website payment gateway at the end of each selected billing cycle. Payments are due immediately upon receipt of the invoice unless otherwise specified.
• e. Late Payments: Payments not received within [3 days] from the invoice due date shall incur interest at the rate of 18% per annum on the outstanding balance. The Provider reserves the right to suspend or terminate services for non-payment without prior notice.

3.2. Refundable Deposit:

At the commencement of services, the User shall pay an interest free refundable Security Deposit equal to two (2) times the invoice amount for the initial billing cycle. If the invoice amount increases in any subsequent billing cycle, the User agrees to proportionally increase the Security Deposit so that it consistently remains equal to two (2) times the current invoice amount. Such adjustments must be paid immediately upon notification by the Provider and no later than three (3) business days from the date of notification. This Security Deposit serves to cover any potential unpaid invoices, incidental expenses, additional services, or other financial obligations arising under this Agreement. Upon termination of services, the Security Deposit, less any outstanding charges or applicable deductions, shall be refunded to the Client on a pro-rata basis within [7 business days] from the date of service termination.

3.3. Non-Refundable Fees:

The fee once paid by the User shall be non-refundable under any circumstances.

3.4.

We reserve the right to change the prices of any Service. Your continued use of the applicable Service after the price change becomes effective constitutes your agreement to pay the changed amount.

4. Service Provider’s Responsibilities

4.1. The Service Provider agrees to:

• a. Assign adequately qualified staff to perform the Services.
• b. Provide backup care in case of caregiver absence, subject to availability.
• c. Adjust service schedules to meet operational needs, with reasonable notice.
• d. Substitute caregivers at its discretion while ensuring continuity of care.
• e. Maintain strict confidentiality regarding the Client’s personal and medical information in accordance with applicable law.
• f. Respect the Client’s doctor-prescribed treatment plan and not alter it except in emergency situations.

5. User’s Responsibilities

5.1. The User agrees to:

• a. Provide accurate, complete, and updated personal, health, and emergency contact information.
• b. Ensure a safe, accessible environment for the caregiver, including proper lighting, temperature control, and secure storage of valuables.
• c. Hold the Service Provider harmless for service interruptions arising from factors beyond the Provider’s control.
• d. Make all payments promptly and in accordance with the billing terms specified within these Terms, including timely adjustments of the Security Deposit when required.
• e. Follow instructions provided by the Service Provider’s caregivers or medical professionals regarding care, medication, treatments, or other health-related matters, unless explicitly waived by the User’s personal healthcare professional.
• f. Engage respectfully with caregivers and staff, refraining from abusive, threatening, or harassing behaviour. Failure to comply with this provision entitles the Service Provider to immediately suspend or terminate services without refund.
• g. Comply with all applicable laws and regulations relating to the Services provided, including providing necessary consents, permits, or authorizations required by local authorities.

11. Entire Agreement and Amendments

These Terms constitute the entire agreement and understanding between the parties and supersedes all prior agreements or understandings. Any amendments or modifications must be made in writing and signed by both parties.

12. Informed Consent and Declaration:

Understanding of Telemedicine

I understand telemedicine involves remote consultation via video, audio, or text and may not fully replace physical examination.

Voluntary Participation

I am participating voluntarily and understand I may withdraw consent at any time. I as patient/user (Implied consent) or on behalf of user as in (explicit consent) with the consent as below details., hereby give my informed and explicit consent to receive telemedicine consultation and services as selected.

I understand and acknowledge the following:

• Full Name, Date of Birth, Contact Number, Email Id, address and Emergency contact along with photo id as in Aadhar/voter card of patient.
• Agree for the type of services requested accordingly.
• Nursing Care (e.g., wound dressing, injections, catheter care)
• Medical Attendant (e.g., daily personal care, medication support)
• Physiotherapy (e.g., post-surgery rehab, chronic pain therapy)
• Home Sample Collection / Lab Services

Mode of consultation:

• Video Consultation (via Zoom, WhatsApp, or website platform)
• Audio Consultation (phone call)
• Text Messaging (WhatsApp or website chat)
• Mixed / Hybrid (In-person + Remote follow-up)

• ✅ The identity and credentials of the healthcare provider have been disclosed to me.
• ✅ The nature of the service and its limitations have been explained (e.g., limited physical examination, reliance on patient-reported information).
• ✅ My medical and personal data will be handled confidentially and securely in compliance with applicable privacy laws.
• ✅ I have the right to ask questions, refuse, or discontinue services at any time.
• ✅ Telemedicine is not suitable for emergencies. In case of an emergency, I will contact local emergency services immediately.
• ✅ The healthcare professional may refer me for in-person consultation if deemed necessary.

Risks & Limitations

• I understand that and aware that
• There are potential limitations in clinical assessment via telehealth.
• Technical failures (e.g., internet disruption) may affect the consultation.
• I must provide accurate and complete information about my condition for safe care.
• Telemedicine may not allow accurate diagnosis in all cases.

Data Privacy

I consent to the storage and use of my medical and personal data by Hospital at Homes as per applicable laws.

Emergency Protocols

I understand that telemedicine is not a substitute for emergency care, and during my services requested in a life-threatening situation, I will contact local emergency services or visit a hospital.