Terms & Conditions

1. ABOUT SNBS SERVICES

SNBS On-Demand Care Services provides on-demand caregiving, nursing support, patient care, elderly care, home-care assistance and other related services based on the services available on our platform.

The exact nature of a service will depend on the service selected, the customer's requirements, staff availability and the agreed service scope.

2. ELIGIBILITY & CUSTOMER INFORMATION

• The customer must provide accurate and complete information while booking a service.
• Customers must provide correct contact details, service location and relevant information about the person receiving care.
• Where relevant, customers should inform SNBS about medical conditions, allergies, medications, mobility limitations, behavioural concerns and other information necessary for safe service delivery.
• SNBS shall not be responsible for problems arising from incorrect, incomplete or misleading information provided by the customer.

3. SERVICE BOOKING

• A booking request does not automatically guarantee service confirmation.
• A booking becomes confirmed only after SNBS accepts the request and the applicable payment/booking requirements have been completed.
• Service availability depends on the availability and suitability of care professionals.
• SNBS may contact the customer to confirm service requirements before accepting a booking.
• Customers may be required to provide additional information where necessary to determine whether a requested service can be provided safely.

4. STAFF ASSIGNMENT

• SNBS assigns staff based on service requirements, availability, qualifications, experience and operational considerations.
• A customer's request for a particular staff member is subject to availability and cannot always be guaranteed.
• SNBS may provide an alternative suitable staff member when required.
• Staff may refuse tasks that are outside their qualifications, training, assigned duties or the agreed scope of service.

5. SERVICE SCOPE

Customers agree not to require staff to perform duties outside the agreed service.

Staff members are not permitted to independently:

• Diagnose medical conditions;
• Prescribe medicines;
• Change medication dosage;
• Stop prescribed medicines;
• Perform procedures for which they are not qualified or authorized; or
• Provide medical treatment outside their permitted professional scope.

Where specialized medical treatment is required, the customer should consult an appropriately qualified healthcare professional.

6. CUSTOMER RESPONSIBILITIES

Customers and their representatives must:

• Provide accurate information regarding the person receiving care.
• Provide a reasonably safe working environment for assigned staff.
• Treat staff members respectfully and professionally.
• Provide reasonable access to the location at the agreed time.
• Inform SNBS promptly about any change in service requirements.
• Not ask staff to perform illegal, unsafe or unauthorized activities.
• Not engage in abusive, threatening, discriminatory or inappropriate behaviour toward staff.

7. STAFF CONDUCT

SNBS expects all assigned staff to maintain professional behaviour, punctuality, hygiene, confidentiality and respectful communication.

Staff must not:

• Abuse, threaten or harass customers or patients.
• Misuse customer property or money.
• Collect unauthorized payments from customers.
• Disclose confidential customer or patient information.
• Perform duties outside their qualifications or assigned scope.
• Report false attendance or assignment completion.
• Consume alcohol or intoxicating substances while on duty or report for duty under their influence.

8. PRICING & PAYMENT

• Service charges will be communicated to the customer before confirmation of the applicable booking.
• The customer is responsible for paying the applicable service charges through the payment method accepted by SNBS.
• Additional charges, if applicable, will be communicated where reasonably possible before they are incurred.
• Prices may vary depending on service type, duration, timing, location and other applicable factors.
• SNBS reserves the right to change service prices from time to time. Changes will not normally affect a booking that has already been confirmed, unless otherwise communicated and agreed.

9. CANCELLATION & REFUNDS

All cancellations and refund requests are subject to the SNBS Refund & Cancellation Policy published on the website.

Customers are advised to review the Refund & Cancellation Policy before confirming a booking.

A refund is not automatically available in every situation, particularly after staff assignment, deployment or commencement of a service.

10. RESCHEDULING

• Customers may request a change in the date or time of a booking.
• Rescheduling is subject to staff availability and operational feasibility.
• SNBS does not guarantee that the requested new date or time will be available.
• Where rescheduling is not possible, the applicable cancellation and refund terms will apply.

11. CUSTOMER NO-SHOW / ACCESS

If an assigned staff member arrives at the agreed location and:

• The customer/patient is unavailable;
• Access to the location is not provided; or
• The customer refuses the service after staff deployment,

the booking may be treated as a deployed assignment and the applicable charges may apply.

12. EMERGENCY SERVICES

SNBS is not an emergency medical service.

In the event of a medical emergency, serious injury or life-threatening situation, the customer/patient or family member must immediately contact the appropriate emergency medical service (e.g. 108), doctor or hospital.

SNBS staff should not be relied upon as a substitute for emergency medical services.

13. SERVICE INTERRUPTION

SNBS will make reasonable efforts to provide confirmed services. However, service delivery may be affected by circumstances including:

• Staff unavailability;
• Emergencies;
• Severe weather or travel disruption;
• Unsafe conditions;
• Changes in the patient's condition;
• Incorrect or incomplete information;
• Operational difficulties; or
• Other circumstances beyond SNBS's reasonable control.

Where reasonably possible, SNBS may offer an alternative staff member, reschedule the service or provide another appropriate solution.

14. CUSTOMER & STAFF SAFETY

SNBS may suspend, refuse or discontinue a service if continuing the service presents a serious safety risk to the customer, patient, staff member or any other person.

Any serious incident, unsafe condition, violence, abuse or other significant concern should be reported to SNBS immediately.

15. CONFIDENTIALITY

Customers, staff and other parties using SNBS services must respect the confidentiality and privacy of information obtained during the provision of services.

Customer or patient information must not be unnecessarily copied, published, shared or disclosed to unauthorized persons.

16. PHOTOGRAPHS, VIDEOS & RECORDINGS

Customers and staff should not photograph, record, publish or share images, videos, audio recordings or personal information of another person without appropriate permission or authorization.

17. PROHIBITED ACTIVITIES

Customers and staff must not use SNBS services for:

• Any illegal activity;
• Fraud or misrepresentation;
• Abuse or exploitation;
• Unauthorized financial transactions;
• Activities that place staff or customers at unreasonable risk; or
• Any activity prohibited by applicable law.

18. WEBSITE CONTENT

SNBS aims to keep the information on its website accurate and up to date. However, service descriptions, availability, prices, photographs and other website information may change from time to time.

Website content should not be interpreted as a guarantee of a particular service outcome.

19. INTELLECTUAL PROPERTY

All website content, including logos, branding, text, graphics, images, design elements and other materials owned or used by SNBS, may not be copied, reproduced, modified, distributed or commercially used without prior authorization, except where permitted by applicable law.

20. THIRD-PARTY SERVICES

Where SNBS uses third-party payment gateways, communication services or other external service providers, their respective terms and policies may also apply.

SNBS is not responsible for interruptions or failures caused solely by third-party systems beyond its reasonable control.

21. LIMITATION OF LIABILITY

SNBS will make reasonable efforts to provide reliable services. However, SNBS does not guarantee uninterrupted service or any particular medical, health or recovery outcome.

To the extent permitted by applicable law, SNBS shall not be responsible for losses arising from circumstances beyond its reasonable control, inaccurate information provided by customers, unauthorized actions of individuals, or services or activities outside the agreed scope.

Nothing in these Terms & Conditions is intended to exclude or limit any liability or legal right that cannot lawfully be excluded or limited.

22. TERMINATION / SUSPENSION

SNBS may suspend or terminate a customer's access to services where there is:

• Serious misconduct;
• Fraud or misuse of the service;
• Non-payment of applicable charges;
• Threatening, abusive or unsafe behaviour;
• Violation of these Terms & Conditions; or
• Any other serious circumstance requiring suspension for safety or legal reasons.

23. COMPLAINTS & DISPUTES

Customers are encouraged to contact SNBS promptly regarding any complaint, service issue, payment issue or other concern.

SNBS will make reasonable efforts to review and resolve genuine complaints based on the relevant booking, assignment and service records.

Nothing in these Terms & Conditions prevents a customer from exercising any rights available under applicable law.

24. CHANGES TO THESE TERMS

SNBS may update or modify these Terms & Conditions from time to time.

The updated version will be published on the website with the applicable “Last Updated” date.

Continued use of SNBS services after an update may be subject to the revised Terms & Conditions, to the extent permitted by applicable law.

25. GOVERNING LAW

These Terms & Conditions shall be governed by the applicable laws of India.

Any legal proceedings or disputes shall be subject to the jurisdiction of the courts having appropriate jurisdiction, subject to applicable law.

26. ACCEPTANCE OF TERMS

By accessing the SNBS website, submitting a booking request, confirming a service or using an SNBS service, the customer acknowledges that they have read, understood and agreed to these Terms & Conditions, along with the applicable Privacy Policy, Refund & Cancellation Policy and Disclaimer.

CONTACT

For questions, complaints, cancellations or service-related concerns, please contact SNBS through the official contact details provided on this website.