1. Acceptance of terms
These Terms & Conditions (“Terms”) govern your use of the website heartloopcare.com and all home healthcare services provided by Heartloopcare (“Company”, “we”, “us”) including nursing care, elder care, physiotherapy, critical care support, diabetes care, trained attendants, and medical equipment rental or setup.
By accessing our website, calling our helpline, submitting an enquiry, or confirming a booking, you (“Client”, “you”, “your family”) agree to these Terms and our Privacy Policy. If you do not agree, please do not use our services.
2. Nature of services
We provide non-hospital, home-based healthcare support delivered by trained nurses, attendants, physiotherapists, and coordinators as per the package or shift booked. Services are customised based on the patient’s condition, doctor’s advice, and family requirements disclosed at the time of booking.
Service scope, duration (hourly, daily, or monthly packages), and inclusions will be communicated in writing or verbally at confirmation. Any service not explicitly agreed is outside these Terms unless added by mutual written consent.
3. Service area
We primarily operate in Chennai and extend services to other locations across Chennai where staff and logistics are available. Travel charges, minimum booking duration, or zone-based pricing may apply for locations outside central Chennai and will be informed before confirmation.
4. Booking & patient assessment
- Bookings may be made via phone, website enquiry, WhatsApp, or email. A booking is confirmed only after we accept it and share staff details, timing, and applicable charges.
- You must provide accurate patient information, address, access instructions, existing medical conditions, allergies, medications, and emergency contact numbers.
- We reserve the right to decline or discontinue service if the home environment is unsafe, if required clinical support is beyond home-care scope, or if staff face abuse, harassment, or non-cooperation.
- For critical or post-ICU cases, a treating physician’s clearance or care plan may be required before starting home care.
5. Fees & payment
- Service fees depend on care type, skill level of staff, shift length, and package (e.g. 12-hour, 24-hour, or live-in care). Quoted rates are in Indian Rupees (INR) unless stated otherwise.
- Advance payment, security deposit, or partial advance may be required for long-term or equipment-related bookings, as is customary among home healthcare providers in Chennai.
- Payments may be accepted via UPI, bank transfer, cash, or approved digital methods. Late payment may result in suspension of service after reasonable notice.
- GST or other applicable taxes will be charged as per Indian law and reflected on invoices where issued.
- Additional charges may apply for public holidays, night shifts, emergency deployments, consumables, or extended hours beyond the agreed package.
6. Cancellation, rescheduling & refunds
- Client cancellation: Please notify us at least 24 hours before a scheduled visit or shift start to avoid cancellation charges. Short-notice cancellations may incur up to one day’s service fee or the amount communicated at booking.
- Rescheduling: Subject to staff availability; one free reschedule may be allowed when notice is given 12+ hours in advance.
- Company cancellation: We may cancel due to staff illness, safety concerns, or force majeure. We will offer rescheduling or a proportionate refund for prepaid unused services.
- Refunds: Refunds for unused prepaid periods are processed within 7–15 working days to the original payment mode, minus non-refundable deposits or third-party costs already incurred, consistent with standard practice in Chennai home healthcare.
- No refund is due for services already rendered or for client non-cooperation leading to early termination.
7. Client & family responsibilities
You agree to:
- Provide a safe, hygienic workspace for staff with basic utilities.
- Share updated prescriptions, vitals equipment (if any), and doctor contact details.
- Not ask staff to perform procedures beyond their qualification or licence.
- Treat staff with respect; harassment or abuse will lead to immediate termination without refund.
- Inform us promptly of changes in patient condition, hospitalisation, or death in the household.
- Arrange emergency hospital transport when advised; our services are not a substitute for emergency ambulance care.
8. Healthcare staff
We deploy staff who hold relevant training, certification, or registration as applicable (e.g. nursing council registration for registered nurses, physiotherapy credentials for physio services). While we conduct background and competency checks, the Client remains responsible for supervising non-clinical household matters and for decisions that require a treating physician.
Replacement staff may be provided during leave, illness, or roster changes with reasonable notice where possible.
9. Medical disclaimer
Home healthcare supports recovery and daily care; it does not replace hospital emergency departments, ICU, or specialist diagnosis. For medical emergencies, call 108 / 112 or go to the nearest hospital immediately.
We do not guarantee specific health outcomes. Treatment decisions remain between the patient, family, and their doctor. We are not liable for complications arising from undisclosed conditions, refusal of hospital care, or non-adherence to medical advice.
10. Medical equipment rental & sale
Where hospital beds, oxygen concentrators, wheelchairs, or other devices are supplied:
- Rental terms, deposit, delivery, installation, and pickup dates will be agreed separately.
- The Client is responsible for proper use, electricity, and safe storage at home.
- Damage, loss, or theft may be charged at repair or replacement cost.
- Equipment must be returned in acceptable condition on the agreed date; late returns may incur daily rental extension fees.
11. Limitation of liability
To the fullest extent permitted under Indian law, our total liability for any claim arising from services shall not exceed the fees paid by you for the specific service period giving rise to the claim. We are not liable for indirect, consequential, or punitive damages, or for events outside our reasonable control.
Nothing in these Terms limits liability for death or personal injury caused by proven gross negligence or fraud.
12. Confidentiality
Patient and family information is handled confidentially by our staff and shared only as described in our Privacy Policy or as required by law. You must not record or publish staff images or personal data without consent.
13. Force majeure
We are not responsible for delays or failure to perform due to events beyond reasonable control, including natural disasters, epidemics, government restrictions, strikes, or severe weather affecting Chennai operations.
14. Governing law & disputes
These Terms are governed by the laws of India. Parties shall first attempt to resolve disputes amicably within 30 days. Failing that, disputes shall be subject to the exclusive jurisdiction of the competent courts in Chennai.
We may update these Terms at any time. The revised version will be posted on this page with an updated date. Continued use of services after changes constitutes acceptance.
15. Contact
For bookings, billing, or terms-related queries: