1. About these terms
These terms are the agreement between you and Swastify Healthcare Private Limited for the use of the HomeCareSaathi platform — our website, our mobile applications, and the home health care visits we arrange. By creating an account or booking a visit, you accept them.
Please read section 2 and section 9 carefully. They set out what this service is, what it is not, and the relationship between you, us, and the care partner who comes to your home.
2. What HomeCareSaathi is — and is not
We are a platform that connects patients with verified, qualified care partners — nurses, physiotherapists and trained attendants — who deliver care at home. We verify their identity and their qualifications, we match them to your booking, and we provide the tools they use to record the visit.
We are not an emergency medical service
If someone is having a medical emergency, call 112 or 108, or go to the nearest hospital. Do not book a visit and wait. Our matchmaking target is measured in minutes, but it is a target for arranging a routine visit, not an ambulance response, and no part of this platform is a substitute for emergency care.
We do not practise medicine
We do not diagnose, prescribe, or decide your treatment. Care partners deliver the care that has been booked, within the limits of their qualification and of any prescription you provide. Clinical decisions remain those of your doctor.
3. Who can use the platform
You must be 18 or older and in India to hold an account. You may book care for someone else — a parent, a child, a patient in your care — provided you are entitled to make arrangements for them and to share their health information with us.
4. Your account
You sign in with your mobile number and a one-time code. Keep access to that number secure: anyone who can receive your codes can use your account. Tell us immediately if you believe someone else has access.
The information you give us must be accurate. Clinical information in particular — allergies, conditions, medication — is relied on by the person who comes to your home.
5. Booking a visit
When you book, you tell us the service, the patient, the address and the time. We then look for a qualified care partner who can take it. A booking is confirmed when a care partner has been assigned, not when you submit it.
Services that require a prescription
Some services — including advanced nursing procedures and home ICU support — can only be delivered against a valid prescription from a registered medical practitioner. You must upload it, and it is reviewed before the visit is dispatched. We may refuse or cancel a booking where no valid prescription has been provided, or where what has been asked for falls outside what the prescription covers.
We may be unable to fill a booking
If no care partner on the platform is qualified and available for what you have asked for, we will tell you, and you will not be charged.
6. Prices and payment
Prices are shown in Indian Rupees before you confirm, and the price shown is a starting price for the service. Where a visit requires more than the standard scope — additional time, consumables, or a procedure not included — any further charge will be explained to you before it is incurred.
Payment is due as set out at the time of booking. We issue a receipt for every payment.
7. Cancellations
You may cancel a booking through the app or by contacting support. Where you cancel well before the scheduled time there is no charge. Where you cancel close to the visit, or nobody is at the address when the care partner arrives, a cancellation fee may apply; the amount will be shown to you at the time of booking.
We may cancel a booking if we cannot verify a prescription, if the address is unsafe to attend, or if no qualified care partner is available. In those cases you are not charged.
8. During the visit
The care partner will confirm their identity and record a code with you at the door. Please allow them safe access to the patient and the space they need to work.
Readings and observations taken during the visit are recorded in our app and made available to you afterwards. You may ask us to share them with a family member you nominate.
You must not ask a care partner to perform anything outside the booked service or outside their qualification, and they may decline.
9. Care partners are independent professionals
Care partners are independent practitioners who use our platform to find work. They are not our employees. We verify their identity, check their qualifications against the services they are approved to deliver, and carry out background checks, and we remove partners who do not meet our standards.
We are responsible for operating the platform properly — for the verification we say we carry out, for matching your booking correctly, and for handling your data as our privacy notice describes. The clinical delivery of care is the professional responsibility of the care partner who provides it.
10. The SOS feature
An SOS alert can be raised during a visit, and for a limited period after it ends. Raising one notifies our support team, who will attempt to contact you and take appropriate action.
The SOS feature depends on a working phone, network coverage, and our systems being available. It is not a medical alarm and it is not monitored as one. In an emergency, call 112 or 108 first.
11. Reviews
You may review a visit. Reviews are shown to other customers and to the care partner concerned. Write what you experienced; do not post anything false, abusive, or identifying about another person.
A care partner may dispute a review they believe is unfair. Raising a dispute does not change the rating while it is being considered. We may remove a review, or its comment, if it breaches these terms; we will not remove a review simply because it is negative.
12. Things you must not do
- Use the platform for anything unlawful, or to obtain care under someone else's identity.
- Upload a prescription or certificate that is forged, or that is not yours to use.
- Try to arrange care with a partner outside the platform in order to avoid our fees or our safeguards.
- Interfere with, probe, or attempt to gain unauthorised access to our systems.
- Harass, threaten, or discriminate against a care partner or a member of our staff.
13. Suspension
We may suspend or close an account that breaches these terms, that we reasonably believe is being used fraudulently, or where continuing would put a patient or a care partner at risk. Where we can, we will tell you why and give you a chance to respond.
14. Our responsibility, and its limits
Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited under Indian law — including your rights under the Consumer Protection Act 2019.
Subject to that, we are not liable for loss that was not reasonably foreseeable, for loss of profit or business, or for failures caused by events outside our reasonable control. Our total liability for any claim connected with a visit is limited to [the amount paid for that visit], except where the law does not allow such a limit.
15. Changes to these terms
We update these terms as the service changes. The version number and publication date are shown at the top of this page. Where a change materially affects your rights we will tell you before it takes effect, and continuing to use the platform afterwards means you accept the updated terms.
16. Governing law
These terms are governed by the law of India, and the courts at New Delhi have exclusive jurisdiction over any dispute arising from them.
17. Contact
For questions about these terms, a complaint about a visit, or anything else, contact our support team using the helpline, email or WhatsApp number shown on this site. For data protection matters, see our Privacy Policy for the Grievance Officer's details.