Terms and Conditions of Service

Welcome to Lifetime Health. These Terms and Conditions ("Terms") are a binding legal agreement between you (the "Client", "User", "You") and Lifetime Health Plus Care Private Limited ("Lifetime Health", "Company", "We", "Us", "Our"). By accessing our website (www.lifetimehealth.in), using our mobile platform, booking our services, or interacting with our healthcare professionals in any capacity, you agree to be bound by these Terms.

This agreement governs the use of our website and all services provided by the Company. These Terms constitute a comprehensive legal understanding. If you do not agree with any part of these Terms, you should discontinue use of our services immediately. Continued use of our platform implies consent to the entirety of these Terms.

Lifetime Health provides a wide range of healthcare services focused on delivering high-quality care in the comfort of your home. Our services include, but are not limited to:

• In-home nursing care
• Physiotherapy sessions
• Long-term and short-term caregiver or attendant support
• Diagnostic sample collections and home lab test execution
• Rental and sale of medical equipment
• Chronic care management packages
• Teleconsultation with qualified doctors
• Post-operative rehabilitation support
• Palliative care programs

Each service is delivered by qualified professionals who are either employed by or contracted through Lifetime Health and have been screened for credentials, behaviour, and health safety compliance.

You must be at least 18 years of age to use our services. If you are under 18, you may only use our services under the supervision and with the consent of a parent or legal guardian. By using the services, you confirm that all information provided is accurate, complete, and up to date.

Users are responsible for making themselves available during the scheduled appointment time and providing a valid address, contact details, and relevant medical history. The user agrees to immediately notify Lifetime Health of any changes in health status or address that may affect the delivery or appropriateness of the service.

Appointments may be booked through the Lifetime Health website, mobile application, or customer service helpline. Once confirmed, the client will receive details of the scheduled date, time, assigned professional (where applicable), and scope of service.

Service requests may be booked for the nearest available time slot, subject to professional availability in the client’s service zone. Depending on the service and location, service delivery may commence in as little as 30 minutes from confirmation; availability shown at the time of booking is indicative and subject to confirmation. While Lifetime Health makes every effort to honour scheduled timings, factors such as traffic, prior appointment delays, or emergencies may require rescheduling, and Lifetime Health will communicate proactively in such cases.

Teleconsultation services connect clients with qualified doctors via audio or video call through the Lifetime Health platform. The following terms apply specifically to this service:

• Teleconsultation is a remote advisory service only. It does not replace in-person clinical examination and is not suitable for emergencies.
• Cancellations made more than 1 hour before the scheduled consultation will not incur any charges. Cancellations within 1 hour of the appointment, or no-shows, will be treated as a completed session and no refund will be provided.
• In the event of a technical failure (call drop, connectivity loss) attributable to Lifetime Health’s platform, the session will be rescheduled at no additional cost.
• Technical failures on the client’s side (network, device issues) will not entitle the client to a refund or free rescheduling.
• Prescriptions or medical advice issued during teleconsultation are the professional opinion of the consulting doctor and are subject to in-person verification where required.

Lifetime Health offers rental and sale of medical equipment for home use. The following terms govern equipment-related services:

1. Rental Terms
   • Equipment will be delivered in clean, functional condition. The client must inspect and acknowledge receipt at the time of delivery.
   • A refundable security deposit may be collected at the time of delivery, the amount of which will be communicated at the time of booking.
   • The client is responsible for the safekeeping of all rented equipment during the rental period.
   • Equipment must be returned in the same condition as delivered, subject to normal wear and tear. Any damage beyond normal use will be assessed and charged accordingly, and deducted from the security deposit.
   • Loss or theft of rented equipment will be charged at replacement cost, and the client will be liable for the full replacement value.
   • Late returns beyond the agreed rental period will attract a per-day charge as communicated at the time of booking.
2. Sales and Returns
   • Medical equipment sold by Lifetime Health is covered by the manufacturer’s warranty, where applicable.
   • Returns on purchased equipment will be accepted within 48 hours of delivery, provided the item is unused, in original packaging, and no damage has occurred.
   • No returns will be accepted for consumable medical supplies or hygiene-related products once delivered.

Palliative care and long-duration home care services are provided with the utmost sensitivity and professionalism. The following additional terms apply:

• Services are provided within medically defined palliative care protocols and are not intended to substitute for hospital-based or specialist inpatient care.
• The scope of palliative care services will be defined in writing at the time of engagement and agreed upon by the client or authorised family representative.
• Lifetime Health does not guarantee specific clinical outcomes. All care is provided on a best-effort basis by trained professionals within their clinical scope.
• Family members or caregivers present during service delivery must not interfere with or direct clinical decisions outside the agreed care plan.
• Modifications to the care plan must be requested through the Lifetime Health coordination team and will be implemented subject to clinical appropriateness and staff availability.
• In the event of the patient’s passing, ongoing service charges will be calculated up to the date of notification received by Lifetime Health, and any remaining balance will be refunded within 7 working days upon receipt of the death certificate.

1. Diagnostics, Lab Tests, and Medical Devices

   Clients may cancel at any time before the status is updated to "Arrival in Progress." Once a professional has been dispatched, has arrived, or sample collection has begun, a cancellation fee of ₹250 will be charged. The remaining balance will be refunded to the original payment method.

2. Nursing, Physiotherapy, and Caregiver – Single Sessions

   Cancellations more than 2 hours before the appointment incur no charges. Cancellations within 2 hours, or after the professional has arrived, attract a ₹250 cancellation fee. The remaining balance will be refunded to the original payment method.

3. Package-Based Services

   The following structure applies to all package-based bookings:

   • If 20% or less of the package has been utilised: a pro-rata refund will be considered after deducting applicable cancellation charges.
   • If more than 20% of the package has been utilised: no refund or cancellation will be entertained, except in three cases only — (a) death of the patient, (b) hospitalisation of the patient at the time the cancellation request is raised, or (c) permanent relocation of the patient outside the Lifetime Health service area. Valid documentary proof (death certificate, hospital admission letter, or proof of relocation) is mandatory before any exception is reviewed.

   Except in the three cases set out above, once more than 20% of a package is consumed, no monetary refund will be issued for any other reason, including personal reasons, temporary travel, change of mind, or choosing an alternate provider.

   Utilisation is calculated as completed sessions plus no-show sessions as a percentage of total package sessions.

   Where more than 20% of a package has been utilised, the client may request a one-time conversion of all unused sessions into Lifetime Health service credit, valid for 6 months from the date of conversion, non-transferable and non-encashable. This credit option is offered in lieu of any monetary refund.

   Package cancellation fee structure (where a refund is applicable):

   • More than 60% of sessions remaining: ₹200 × number of remaining sessions.
   • 60% or fewer sessions remaining: ₹100 × number of remaining sessions (may be waived at the Company’s discretion).

   Additional package terms:

   • All sessions must be utilised within 6 months of purchase. Sessions unused after this period lapse with no refund or credit. The only extension available is a one-time pause of up to 30 days per package, which must be requested before expiry; the package validity will then be extended by the approved pause duration.
   • Rescheduling or cancellation of individual sessions must be requested at least 2 hours in advance.
4. Caregiver Day Packages – Minimum Cancellation Charges

   For caregiver services booked on a day-package basis, the following minimum cancellation charges apply:

   • A minimum cancellation charge of ₹200 per day, or 25% of the per-visit charge — whichever is higher — will be deducted before any refund is processed.
   • Example: If the per-visit charge is ₹1,000, the minimum cancellation fee is ₹250 (25%), which exceeds the ₹200 base and hence applies.
   • The higher of ₹200 or 25% of the per-visit charge is always the minimum deductible for caregiver day-package cancellations.
   • These charges apply per remaining scheduled day of the package. Total cancellation charges are capped at 20% of the unused package value and will in no case exceed the refundable amount.
5. Delay or Slot Unavailability by Staff (Package Orders Only)

   If a package session cannot be delivered due to staff unavailability or delay attributable to Lifetime Health, only that specific missed visit will be compensated. The full package will not be cancelled or refunded for a single missed visit.

   Compensation for the affected visit will be offered as:

   • An add-on visit to replace the missed session, or
   • A credit equal to the value of that session, applicable to any future Lifetime Health service.

   Except as provided below, no monetary refund will be provided for individual missed or delayed sessions within a package. The Company has already committed to and paid for the provider’s time and resources.

   Exception: If Lifetime Health is unable to deliver three or more consecutive scheduled visits, or is unable to resume service within 7 days of a missed visit, the client may elect a pro-rata monetary refund of all unused sessions with no cancellation fee.

6. No-Show Policy – Patient / Client Unavailability

   The following scenarios are treated as a no-show:

   • Client or patient is absent from the service address at the scheduled time.
   • Client fails to respond to calls or communication from the professional upon arrival.
   • Entry is refused or denied to the healthcare professional.
   • The address provided deviates by more than 1 km from the registered service address.
   • Patient is unable or unwilling to receive the service without at least 2 hours advance notice.

   In all no-show scenarios:

   • A no-show fee of ₹250 will be charged and deducted from the amount paid.
   • The remaining balance, if any, will be refunded to the original payment method.
   • For package-based services, a no-show visit counts as a completed session and will not be carried forward or compensated, except in verifiable emergencies reviewed by the internal team.

   Three or more no-shows will result in mandatory advance payment for all future bookings and may lead to suspension of services at the Company’s discretion. Where a scenario qualifies as both a late cancellation under Clause 8.2 and a no-show under this Clause 8.6, only a single charge of ₹250 will apply.

7. Repeat Cancellations

   Clients with 3 or more app-cancelled orders where cancellations exceed completed visits will be flagged for Customer Service review before future bookings are confirmed. After 3 recorded cancellations, pre-payment may be made mandatory for subsequent bookings.

We accept: Credit/Debit Cards (Visa, Mastercard, RuPay), UPI, Net Banking, and Cash.

For prepaid digital payments, eligible refunds will be credited to the original payment account within 5 to 7 working days from the date of approval. Refund processing will be initiated within 24 hours of receiving all required details from the client. Cancellation requests will be reviewed and approved or declined within 48 hours of submission, and all refund timelines run from the date of approval.

For cash-paid services, the client must provide valid bank account details (Account Number, IFSC Code, Beneficiary Name). Refunds will not be issued in physical cash under any circumstance. Lifetime Health is not liable for failed transactions due to incorrect banking details provided by the client. Nothing in this Policy limits or excludes any rights or remedies available to the client under applicable consumer protection laws of India.

1. General Conduct

   Clients must treat all healthcare professionals and service providers with respect and dignity at all times. Any form of verbal or physical abuse, harassment, intimidation, threats, or inappropriate conduct toward staff will not be tolerated.

2. Legal Action Consent for Misbehaviour

   By using Lifetime Health’s services, the client expressly acknowledges and consents to the following:

   • In the event of physical or verbal abuse, harassment, threats, or misconduct directed at a Lifetime Health staff member, the Company reserves the right to file a formal police complaint and initiate legal proceedings against the client without further notice.
   • Immediate termination of all ongoing and future services will follow, with no refund of any amount paid.
   • Lifetime Health will cooperate with law enforcement and provide all necessary documentation, recordings, and evidence in support of legal action.
   • The client accepts that Lifetime Health reserves the right to terminate services in cases of confirmed misbehaviour, and this right cannot be waived once exercised.

   Legal action consent is deemed granted upon booking and use of any service. This consent cannot be retracted once a service has commenced.

3. Consent Once a Service Has Started

   Once a service has been initiated (the professional has arrived and commenced delivery), the client is deemed to have provided full consent for the service to proceed as scoped. The following applies:

   • Any complaint or concern raised during or after an active service will be logged by the Company.
   • Services will not be halted mid-delivery without clinical justification assessed by Lifetime Health’s internal medical team.
   • No unilateral action will be taken based solely on a client’s verbal complaint during an active session.
   • All complaints raised after service commencement will be reviewed internally before any resolution is determined.
4. Internal Review, Appeal Process, and Committee Approval

   All complaints, medical concerns, refund requests, and legal claims will be handled through the following structured process:

   • Step 1 – Internal Medical Review: All clinical or service quality concerns are first reviewed by Lifetime Health’s internal medical team, who will assess facts, service records, and submitted evidence.
   • Step 2 – Internal Legal Review: All legal claims or compensation demands are reviewed by the internal legal and compliance team before any external proceedings are considered.
   • Step 3 – Internal Committee Decision: Final decisions on refunds, compensation, or legal responses are made by the Internal Review Committee and communicated to the client in writing.
   • Step 4 – Client Appeal: The client may appeal the Committee’s decision in writing within 7 days of receiving it. The appeal will be reviewed once; the outcome of the appeal is final and binding between the parties.

   Note: While Lifetime Health encourages resolution through this internal process as a first step, nothing in these Terms limits the client’s right to approach the Consumer Disputes Redressal Commission or other statutory authorities as permitted under the Consumer Protection Act, 2019. No refund or compensation will be confirmed outside of this internal review and committee approval process.

5. Scope of Work Compliance

   Each service operates within a defined clinical and professional scope. Clients must not request, instruct, or pressure staff to perform tasks beyond the agreed scope.

   If a client requests out-of-scope work, directs staff to deviate from protocols, or engages in non-compliant conduct — and this is evidenced and confirmed through internal review — no refund will be provided for any portion of the service. Misbehaviour toward staff or non-compliance with service scope, when proven, results in forfeiture of any refund or compensation claim.

6. Premises and Environment

   Clients must ensure premises are hygienic, hazard-free, and suitable for healthcare delivery. Pets must be secured. Valuable belongings must be kept secure by the client. Lifetime Health will not be held liable for loss or misplacement of personal items during service delivery.

Lifetime Health is not a replacement for hospital emergency care or critical inpatient treatment. Services are intended for stable or non-emergent conditions manageable in a home setting.

We do not assume responsibility for complications arising from withheld information, non-compliance with medical advice, or undisclosed pre-existing conditions. Our professionals act within the scope of their expertise and training.

In no event shall Lifetime Health’s total liability exceed the amount paid for the specific service rendered. We shall not be responsible for indirect, incidental, or consequential damages arising from use or inability to use our services.

Lifetime Health is committed to protecting your personal and health-related information. All data is stored securely and processed in compliance with the Information Technology Act, 2000, the Digital Personal Data Protection Act, 2023 (DPDP Act), and all applicable privacy regulations.

As a platform that collects and processes health data (a category of sensitive personal data), Lifetime Health adopts the following practices:

• Health data is collected only to the extent necessary for delivering the requested service.
• Data is stored with appropriate technical and organisational safeguards to prevent unauthorised access, disclosure, or misuse.
• Data will be shared with authorised third-party labs, diagnostic centres, or specialists only for the purpose of service delivery. No data will be sold or disclosed without consent, except where mandated by law.
• You have the right to access, correct, or request deletion of your personal data by contacting our Grievance Officer (details below).
• In the event of a data breach affecting your information, Lifetime Health will notify you in accordance with applicable law.

In accordance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and the Digital Personal Data Protection Act, 2023, Lifetime Health has designated a Grievance Officer to address complaints and concerns regarding data privacy, service quality, or any other matter covered under these Terms.

Grievance Officer Details:

Name: Dr. Nabil Ahmed

Designation: Grievance Officer, Lifetime Health Plus Care Private Limited

Email: hello@lifetimehealth.in

Phone: +91 9008 327176

Address: Ground Floor, Bright Arcade, No. 50, 12th Main, Jayanagar 4th Block, Bengaluru, Karnataka – 560011

Complaints must be submitted in writing (email preferred). The Grievance Officer will acknowledge receipt within 48 hours and endeavour to resolve the complaint within 30 days of receipt.

All content on the Lifetime Health website and mobile platform — including text, graphics, logos, images, software, service marks, and interface elements — is the exclusive property of Lifetime Health Plus Care Pvt. Ltd. and is protected under Indian intellectual property laws. Unauthorised reproduction, redistribution, or commercial use of this content is strictly prohibited and may result in legal action.

Lifetime Health shall not be liable for any failure or delay in performing its obligations under these Terms where such failure or delay results from circumstances beyond its reasonable control. This includes, but is not limited to:

• Natural disasters, floods, earthquakes, or severe weather events
• Pandemics, epidemics, or public health emergencies declared by competent authorities
• Government orders, restrictions, lockdowns, or regulatory changes
• Civil unrest, strikes, or labour disruptions
• Power failures, internet outages, or infrastructure breakdowns

In any such event, Lifetime Health will notify the client as soon as reasonably practicable and will make best efforts to reschedule or resume services. No penalty, refund obligation, or liability will arise from service disruptions caused by force majeure events.

Lifetime Health may revise, amend, or modify these Terms at any time by updating this document on our website. Continued use of services after such changes constitutes acceptance. We reserve the right to terminate, suspend, or restrict access to services for any reason, including breach of these Terms, suspected fraud, safety concerns, or operational issues.

These Terms shall be governed by and interpreted in accordance with the laws of India. Any dispute arising out of or in connection with these Terms or services provided by Lifetime Health shall be subject to the exclusive jurisdiction of the Bengaluru Judicial Courts only. No dispute shall be filed or pursued in any court outside the jurisdiction of Bengaluru, Karnataka. All parties agree to submit to this exclusive jurisdiction.

Nothing in this clause limits a consumer’s right to approach statutory consumer forums or commissions as provided under the Consumer Protection Act, 2019.

By proceeding to book or use any service from Lifetime Health, you affirm that you have read, understood, and agreed to be bound by these Terms in their entirety — including the no-show policy, cancellation and refund rules, package usage terms, internal review process, legal action consent, scope of work compliance, equipment rental terms, and data protection obligations. If you do not agree, you must refrain from using our services.