Terms & Conditions

Last updated: April 16, 2026

Welcome to CareShield. These Terms & Conditions ("Terms") govern your use of the services provided by CareShield ("Company," "we," "us," or "our"), including home nursing care, doctor visits, physiotherapy, medical attendant services, and all related healthcare services offered across Delhi NCR, India. By booking or using any of our services, you agree to be bound by these Terms in their entirety.

1. Definitions

• "Services" refers to all home healthcare services offered by CareShield, including but not limited to home nursing, elderly care, ICU at home, doctor visits, physiotherapy, medical attendant services, and post-operative care.
• "Patient" refers to the individual receiving healthcare services.
• "Client" refers to the person or entity booking and/or paying for the Services on behalf of the Patient.
• "Staff" refers to nurses, caregivers, physiotherapists, doctors, and other healthcare professionals deployed by CareShield.

2. Service Terms

2.1 Scope of Services

CareShield provides professional home healthcare services including:

• Home nursing care (24-hour, 12-hour, and visit-based)
• Elderly and geriatric care
• Post-surgical and post-hospitalization care
• ICU setup and critical care at home
• Doctor and specialist home visits
• Physiotherapy and rehabilitation
• Medical procedures (injections, wound dressing, catheter care, etc.)
• Medical attendant and patient-sitting services

2.2 Service Area

Our services are currently available across Delhi, Gurgaon, Noida, Faridabad, Ghaziabad, and other areas within the Delhi National Capital Region (NCR). Availability in specific locations is subject to Staff availability and may vary.

2.3 Service Commencement

Services commence only after confirmation of booking, completion of a clinical assessment (where applicable), and receipt of the applicable advance payment. CareShield reserves the right to decline or discontinue service if the Patient's condition requires hospital-level intervention beyond the scope of home care.

3. Booking & Cancellation Policy

3.1 Booking

Services can be booked through our website, phone (+91 87507 73438), or WhatsApp. All bookings are subject to availability of qualified Staff in your area. A booking is confirmed only upon written or electronic acknowledgment from CareShield.

3.2 Cancellation by Client

• More than 24 hours before scheduled service: Full refund of any advance payment, minus a nominal processing fee of 5% or INR 200, whichever is lower.
• Less than 24 hours before scheduled service: 50% of the advance payment will be forfeited to cover Staff allocation and logistics costs.
• No-show or same-day cancellation: No refund will be issued.

3.3 Cancellation by CareShield

In rare circumstances where CareShield is unable to provide the booked service (e.g., Staff unavailability due to emergencies), we will notify the Client as soon as possible and either arrange a suitable replacement or issue a full refund.

3.4 Rescheduling

Clients may reschedule a booking free of charge if the request is made at least 24 hours in advance. Rescheduling requests within 24 hours of the scheduled service will be treated as a cancellation and re-booking.

4. Payment Terms

4.1 Advance Payment

An advance payment is required to confirm all bookings. The advance amount varies by service type and duration and will be communicated at the time of booking. For long-term engagements (weekly/monthly plans), payment is due in advance for each billing cycle.

4.2 Payment Methods

We accept payments via UPI, net banking, credit/debit cards, and bank transfers. Cash payments may be accepted for certain services at CareShield's discretion.

4.3 Pricing

All prices are quoted in Indian Rupees (INR) and are inclusive of applicable taxes unless stated otherwise. Prices are subject to change; however, confirmed bookings will be honoured at the price quoted at the time of confirmation.

4.4 Refund Policy

• Eligible refunds will be processed within 7-10 business days to the original payment method.
• For long-term plans terminated early by the Client, a pro-rata refund will be calculated for the unused portion, minus any cancellation charges.
• No refunds will be issued for services already rendered.
• In the event of a dispute, the Client must raise the concern within 48 hours of the service date by contacting us on WhatsApp or phone at +91 87507 73438.

5. Liability Limitations

5.1 Nature of Services

CareShield provides supportive home healthcare services. Our Staff follow care plans as directed by the Patient's treating physician. We do not provide emergency medical services, and our services are not a substitute for hospital or emergency care.

5.2 Limitation of Liability

• CareShield shall not be held liable for any adverse medical outcomes arising from pre-existing conditions, progression of illness, or circumstances beyond our reasonable control.
• Our total liability for any claim arising from the Services shall not exceed the total fees paid by the Client for the specific service in question.
• CareShield is not liable for any indirect, incidental, consequential, or punitive damages.

5.3 Force Majeure

CareShield shall not be liable for any failure or delay in performing its obligations due to events beyond its reasonable control, including but not limited to natural disasters, pandemics, government orders, strikes, civil unrest, or infrastructure failures.

5.4 Insurance

CareShield carries professional liability insurance for its Staff. However, Clients are encouraged to maintain their own health insurance and personal accident coverage for the Patient.

6. Patient Responsibilities

The Client and/or Patient agree to:

• Provide accurate and complete medical history, current medications, and relevant health information at the time of booking and throughout the service period.
• Ensure a safe, hygienic, and suitable environment for the Staff to deliver care, including adequate lighting, ventilation, and access to running water.
• Follow the care plan and medical advice provided by the treating physician and communicated through our Staff.
• Treat CareShield Staff with dignity and respect. Any form of harassment, abuse, or discriminatory behaviour toward our Staff will result in immediate termination of services without refund.
• Provide meals and a resting area for live-in or 24-hour Staff as agreed at the time of booking.
• Inform CareShield promptly of any change in the Patient's medical condition, hospitalization, or if the services are no longer required.
• Not request Staff to perform tasks outside the agreed scope of service.

7. Staff Conduct & Replacement Policy

7.1 Staff Standards

All CareShield Staff undergo thorough background verification, credential checks, and skill assessments. Our nurses and caregivers are trained, certified, and experienced in home healthcare delivery.

7.2 Professional Conduct

CareShield Staff are expected to maintain the highest standards of professionalism, punctuality, hygiene, and patient care. Any concerns about Staff conduct should be reported to us immediately on WhatsApp or phone at +91 87507 73438.

7.3 Replacement Policy

• If a Client is dissatisfied with assigned Staff, CareShield will arrange a replacement within 24-48 hours of receiving a written or verbal request.
• One replacement is provided at no additional charge per booking cycle.
• In case of Staff absence due to illness or personal emergency, CareShield will arrange a temporary replacement as quickly as possible, typically within 4-6 hours.
• Clients may not directly hire, solicit, or engage CareShield Staff outside of the CareShield platform for a period of 12 months after the last service date. Violation of this clause will attract a placement fee equivalent to 3 months of the Staff member's service charges.

8. Confidentiality & Data Protection

CareShield is committed to protecting the privacy and confidentiality of all Patient information. All medical records, personal data, and service details are handled in accordance with our Privacy Policy and applicable Indian data protection laws. Staff are bound by strict confidentiality agreements.

9. Intellectual Property

All content on the CareShield website, including text, graphics, logos, images, and software, is the property of CareShield and is protected by Indian intellectual property laws. You may not reproduce, distribute, or create derivative works from any of our content without prior written consent.

10. Termination

• Either party may terminate an ongoing service arrangement with 7 days' written notice.
• CareShield reserves the right to terminate services immediately if the Client or Patient breaches these Terms, engages in abusive behaviour toward Staff, or if continuing service poses a risk to Staff safety.
• Upon termination, any outstanding payments become immediately due, and refunds (if applicable) will be processed per Section 4.4.

11. Dispute Resolution

In the event of any dispute arising out of or in connection with these Terms or the Services, both parties agree to first attempt resolution through good-faith negotiation. If the dispute cannot be resolved within 30 days, it shall be referred to arbitration in accordance with the Arbitration and Conciliation Act, 1996, with the seat of arbitration in New Delhi.

12. Governing Law & Jurisdiction

These Terms shall be governed by and construed in accordance with the laws of India. Any legal proceedings arising from these Terms or the Services shall be subject to the exclusive jurisdiction of the courts in New Delhi, India.

13. Amendments

CareShield reserves the right to modify these Terms at any time. Updated Terms will be posted on this page with a revised "Last updated" date. Continued use of our Services after any modifications constitutes acceptance of the revised Terms. For material changes, we will make reasonable efforts to notify existing Clients via email or phone.

14. Severability

If any provision of these Terms is found to be invalid or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect.

15. Contact Us

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

• Phone / WhatsApp: +91 87507 73438
• Address: Delhi NCR, India