Terms & Conditions

📜 1. Introduction

At CareWell Haven Nursing Services, we are committed to providing top-quality home nursing care while prioritizing patient safety and data privacy. These Terms and Conditions outline your rights, our service standards, payment guidelines, and more to ensure a seamless, secure experience for all.

This agreement is between you ("Patient", "Client", "User") and CareWell Haven Nursing Services ("we", "us", "Company", "Agency") regarding the services you have requested.

🔑 2. Key Points

(A) Service Explanation: A CareWell Haven representative will clearly explain the services to you or your family member.

(B) Service Categories: The difference between service categories and what they include will be explained.

(C) Shift Timings: Shift timings will be confirmed during the onboarding process.

(D) Care Assessment: Each patient will undergo a standard care assessment and receive supervision as per our protocols.

(E) Staff Assignment: Staff will be assigned based on care needs, and profiles will be sent before the onboarding process. If staff is not available, we will make alternative arrangements.

(F) Service Pause: If unavoidable circumstances arise, services may be temporarily paused until alternative arrangements are made.

(G) Booking and Payment:

• Payment for services is required in advance.
• If the same employee works during their leave or public holidays, additional charges may apply.
• The cost of supplies used by the staff for care will be billed separately.
• Transportation charges may vary depending on the patient's travel needs.
• If staff are injured during service, the family is responsible for their treatment.
• Any equipment used will incur a cost, and the family must ensure proper conditions for its use.
• All outstanding payments must be settled before the patient is discharged.
• If payment is not made, CareWell Haven may pause services until payment is received.

(H) Monitoring and Follow-up: Your needs will be reviewed by a supervisor, and services may change accordingly.

(I) Medical Records: At the end of service, the nursing supervisor will provide a closure report.

(J) Use of Services: You agree to use our services for lawful purposes and in accordance with these Terms & Conditions.

(K) Eligibility: You must be at least 18 years old to use our services.

(L) Privacy: Your privacy is important to us. Please review our Privacy Policy.

(M) Governing Law: These Terms & Conditions shall be governed by and construed in accordance with the laws of India. Any dispute shall be subject to the exclusive jurisdiction of the courts located in Noida, Uttar Pradesh.

(N) Amendment: CareWell Haven reserves the right to amend or update these Terms & Conditions at any time without prior notice.

🔍 3. Proactive Service Checks

When you use services from CareWell Haven such as nursing care, caretaker services, or medical equipment rental, our dedicated team may visit your home with or without notice. This visit is to ensure that you are receiving the best possible care and to check that all medical equipment is working properly, ensuring your peace of mind and safety.

⚠️ 4. Responsibility During Staff Unavailability

If our caregivers or nursing staff are unable to attend to your patient due to circumstances beyond our control—such as national holidays, festivals, natural disasters, curfews, or other unforeseen events—we will promptly inform you. During this time, you will have to take responsibility for your patient yourself. Please be prepared to take responsibility for the patient's immediate needs at such times.

📋 5. General Terms and Conditions

• Contract Term: This contract begins on the signature date and lasts for one year or until services end, unless extended or terminated earlier.
• Payments to Employees: Employees must not be paid directly in cash or online unless approved by management.
• Fees: Fees include all applicable taxes, but do not include GST.
• Service Limitations: CareWell Haven employees will only perform the services outlined in this contract. Changes must be in writing and signed.
• Facilities: Employees' basic needs (food, accommodation) must be provided by the family.
• Domestic Work: CareWell Haven staff will not perform domestic work such as cleaning or cooking.
• Respect for Employees: CareWell Haven staff must be treated with respect by the family.
• Holiday Policy: Staff may earn one holiday day for every 7 days worked.
• Staff Replacement: CareWell Haven reserves the right to replace staff if necessary, ensuring that replacements are equally qualified.
• Termination: Either party may terminate the agreement with 24 hours notice or by mutual consent. Immediate termination may occur if obligations are not met.
• Non-Request: The family may not hire CareWell Haven staff for 12 months after termination of the agreement. Violation of this will result in damages equivalent to three months' pay.
• Contract Validity: This Agreement is valid until the death of the Beneficiary. No refund will be issued in case of death or transfer.

🛡️ 6. Liability and Indemnity

• Safety: Your safety is a priority, but you acknowledge that there is risk in receiving the Services. By accepting the Services, you agree to share responsibility for safety.
• Liability: CareWell Haven is not liable for any infection, injury, or death caused by the Services. You release CareWell Haven from any claims related to these issues.
• Indemnity: You agree to indemnify CareWell Haven for any claims resulting from personal injury, illness, or property damage sustained by you or others on our premise.

💰 7. Payment Policy

(A) Applicable Services: All Services including Nursing Care, ICU at Home, Post-Surgery Care, Physiotherapy, Medical Equipment Rental, etc.

(B) Direct Payment Prohibition: You cannot pay CareWell Haven's staff directly unless CareWell Haven says so in writing. If you do this, you will be responsible and you may have to pay double the money to the company.

(C) Payment Mode: Online, NEFT, UPI, Debit Card, Credit Card, and Cash payments are accepted. CareWell Haven promotes and prefers online payment in advance.

(D) Don't Pay To Any Other Account: Please ensure that payments are made only to the official CareWell Haven account. Do not make payments to any team member's personal account.

(E) Staff Assignment Timeline: After the service is booked, you will have to give at least 24 hours to the company to send staff so that the company can provide a good staff for you.

👨‍⚕️ 8. Staff Assignment Policy

• You cannot reject a staff sent by CareWell Haven upon their arrival without assessing their capability. However, if the staff is unable to perform the assigned duties, you are entitled to request a replacement.
• CareWell Haven has a group of caregivers and nurses to provide the service. CareWell Haven will ensure that the caregiver and nurse appointed are as per your preference but this may not be possible every time. CareWell Haven reserves the right to consider any caregiver suitable for the service.
• CareWell Haven does not guarantee that the same caregiver or nurse will be appointed on all days. CareWell Haven may appoint any caregiver on any day without any notice.
• The company will try to send the same staff to your patient whose profile has been shared by the CareWell Haven agent. If for some reason that staff is not available then it will send you the profile of another competent staff.

⛔ 9. Termination

• Patient Complete Details: You must not hide anything about the patient's illness. You must tell about all the illnesses of the patient. If you hide any illness of the patient, then the company can terminate the service at any time.
• Staff Respect: On the day of service, our staff may occasionally experience delays due to uncontrollable circumstances (traffic, medical emergencies, etc.). The client does not have the right to misbehave or act rudely with the caregiver or nurse due to delays. Such behavior will lead to the termination of services without prior notice, and the service fee is also not refundable.
• Non-Payment After Service: If the client fails to pay the due amount after the service has ended, they will be required to pay the outstanding amount along with a penalty of ₹50 per day of delay until the payment is completed.
• Overdue Payments: CareWell Haven reserves the right to suspend or terminate services immediately if payments remain overdue for an extended period, despite multiple reminders.

🛏️ 10. Medical Equipment Terms & Conditions

(A) Rental Equipment Damage and Liability Policy: The equipment should be thoroughly inspected at the time of renting. If any physical damage occurs after delivery, you will be responsible. If the equipment or accessories rented is damaged/stolen by the customer during the relevant period, then the customer is liable to pay the cost of the damaged/stolen part/equipment.

(B) Rental Period Policy:

• If the equipment is returned before the stipulated time, the customer has no right to claim the amount for the remaining period.
• If the equipment is not returned before the stipulated time, the Company may charge the customer for the entire month's rent, even if it's just a day or an hour.

(C) Understanding Equipment at Delivery: The medical equipment should be thoroughly understood at the time of delivery and a free demo will be given. After installation, if you want to take a physical demo again, you will have to pay an additional Rs. 600/- per visit.

(D) Customer Responsibility: It is the customer's responsibility to take care of the equipment for which the invoice is issued.

(E) Equipment Replacement Policy: Replacement of the equipment or accessories hired at any time during the rental period will be at the Company's discretion. Services will be provided only during office hours, i.e. from 9 AM to 6 PM.

(F) Rental Extension: It is the customer's responsibility to inform the Company for extension or return of the equipment; otherwise it will be assumed that the customer is interested in extending the use. In that case, the customer will have to pay rent for an extended period.

(G) Dispute Jurisdiction: All disputes are subject to Noida, Uttar Pradesh jurisdiction.

(H) Rental-Only Policy: Only rental, not sale of any medical equipment.

(I) For Medical Equipment: We require security deposit, copy of Aadhar card, online payment, or any other address proof for rental of medical equipment.

🏥 11. Brief Home Visit / On-Call Services

(A) Urinary Catheterization: You should check the urinary catheter thoroughly to ensure there are no leaks and urine is flowing properly. If there is a leak after installation and you call the team again to fix it, you will have to pay the fee again.

(B) Ryle's Tube Change at Home: This procedure is done by our trained technicians who are experts in this work. This work is risky and CareWell Haven and employees are not responsible for any kind of incident.

(C) Tracheostomy Tube Change At Home: Due to the nature of this procedure, CareWell Haven and its employees are not liable for any adverse incidents during or post the tube change. If you require an additional visit after the technician has left, a revisit fee will apply.

(D) Wound Dressing: We provide professional wound dressing services in the comfort of your home. If you have any concerns, please communicate this to our staff while they are still at your home. If you contact CareWell Haven after our staff has left, you may incur an additional fee for another visit.

(E) Injection & IV Infusion Service At Home: Our trained professionals handle injections and IV infusions with utmost care. If there's a need for our team to return for adjustments after the professional has left, a revisit fee may be charged.

📞 12. Contact Us

If you have any questions or concerns about these Terms and Conditions, please contact us:

• Phone: +91 7669094224
• Email: info@carewellhaven.com
• Address: OFFICE - C-373, NEW ASHOK NAGAR. DELHI. 110096 INDIA