Terms & Conditions

1. Definitions

• Client — the person booking the service or the patient/family receiving care.
• Caregiver / Staff — the nurse, attendant, physiotherapist, or other professional assigned by SSIMS.
• Services — home nursing, elder care, attendant, physiotherapy, mother & baby care, doctor visits and related home-care services offered by SSIMS.

2. Services We Provide

SSIMS provides trained and background-verified caregivers for supportive home-care needs across Chennai. Our services are supportive in nature and are intended to assist — not to replace hospital treatment, emergency medical care, or a doctor's advice.

3. Eligibility

You must be 18 years of age or older and legally competent to book our services. By booking on behalf of a patient, you confirm you are authorised to do so by the patient or their family.

4. Booking & Assessment

• All bookings begin with an enquiry followed by a needs assessment (by phone or home visit).
• The type of caregiver and care plan are recommended based on this assessment.
• Confirmation of a caregiver is subject to availability.
• Care plan changes: the care plan may be reviewed and modified if the patient's health condition changes, on the advice of the treating doctor or our Nursing Manager, to ensure appropriate and safe care.

5. Pricing & Payment

• Prices shown on the website (if any) are indicative. The final charge is confirmed after assessment, based on the type of care, hours/shift, and patient condition.
• Charges may be billed hourly, per shift (12-hour), or monthly (24-hour / live-in) as agreed.
• An advance may be required to confirm and start the service.
• All charges are in Indian Rupees (₹). Applicable taxes, if any, are additional.
• There are no hidden charges — the agreed amount is shared with you before the service begins.
• For monthly or extended care packages, payments must be cleared on or before the due date. In case of non-payment or delayed payment, SSIMS may suspend or discontinue services after giving reasonable notice; where the patient is in a critical condition, we will provide a short handover window and inform the family so that alternative care can be arranged safely. SSIMS shall not be responsible for consequences arising from the family's failure to arrange continued care after such notice.

6. Cancellation & Refund

• To cancel or reschedule, please inform us as early as possible.
• Cancellations made after a caregiver has been assigned or dispatched may attract a service/visit charge.
• Refunds of any advance, where applicable, are processed after deducting charges for services already rendered.

7. Caregiver Assignment & Replacement

• SSIMS operates a managed dispatch model — clients and families do not choose or select specific caregivers directly. Caregiver allocation is managed exclusively by our Nursing Manager based on medical assessment, skill match, and staff availability.
• If you are not comfortable with an assigned caregiver, inform your coordinator and we will arrange a suitable replacement at the earliest.
• SSIMS may replace a caregiver due to leave, illness, or operational reasons, ensuring continuity of care.
• No guaranteed availability: caregiver availability is subject to unforeseen circumstances (illness, emergencies, staff leave, or operational constraints). While we make every effort to provide continuous, timely service, SSIMS does not guarantee the availability of a specific caregiver at all times and will arrange a suitable alternative as quickly as possible.

8. Scope of Service & Limitations

• Our caregivers provide only the services included in the agreed care plan.
• Caregivers will not be asked to perform domestic work, personal errands, or duties outside the agreed scope.
• We do not guarantee any specific medical outcome or recovery; care is supportive and depends on the patient's condition and the treating doctor's guidance.
• In case of a medical emergency, the patient must be shifted to a hospital — home care is not a substitute for emergency or ICU hospital care.
• SSIMS reserves the right to refuse, modify, or discontinue home-care services if the patient's medical condition exceeds the scope of home care, if the treating physician advises hospital admission, or if operational constraints prevent safe service delivery.

9. Medical Disclaimer

Information on this website is for general awareness only and is not medical advice. Always follow the treating doctor's instructions. Our caregivers act under, and do not override, the advice of the patient's physician.

10. Client & Family Responsibilities

• Provide accurate and complete information about the patient's medical history and condition.
• Provide a safe, respectful working environment and basic facilities for the caregiver.
• All prescribed medicines, medical consumables (syringes, dressings, diapers, etc.) and heavy medical equipment (hospital beds, suction machines, oxygen concentrators) must be procured and maintained by the client/family. Our caregivers will use them as prescribed by the treating doctor but are not responsible for procuring or funding them.
• Treat our staff with dignity and respect; any harassment or unsafe conduct may lead to withdrawal of service.
• During the service period and for a period of six (6) months after the service ends, please do not solicit, hire, or engage any SSIMS caregiver privately or independently outside SSIMS for home-care or related services. This protects the training and background verification we invest in our staff; any violation may result in termination of service and reasonable recovery of costs as permitted by law.

11. Health, Safety & Conduct

Both parties agree to follow safe and hygienic practices. SSIMS caregivers follow standard care protocols. Any valuables or medicines at the care location remain the responsibility of the family.

The Client and family must ensure a safe, secure and respectful working environment for SSIMS caregivers. SSIMS maintains a zero-tolerance policy towards physical abuse, verbal harassment, discrimination, or unsafe working conditions. In the event of any misconduct or risk to a caregiver's safety, SSIMS reserves the right to withdraw the caregiver immediately without prior notice and without refund of service fees.

12. Limitation of Liability

SSIMS provides caregivers in good faith and exercises reasonable care in staff selection and supervision. To the maximum extent permitted by applicable law, SSIMS shall not be liable for any indirect, incidental, or consequential loss, or for outcomes arising from the patient's underlying medical condition, non-disclosure of information, or non-compliance with medical or our advice. Our total liability, if any, shall not exceed the service charges paid for the specific service in question. Nothing in these Terms limits or excludes any rights you may have under the Consumer Protection Act, 2019 or other applicable law that cannot be lawfully excluded.

13. Indemnification

You agree to indemnify and hold SSIMS harmless from any claim, loss, or expense arising out of your breach of these Terms, misuse of the service, or provision of incorrect information.

14. Confidentiality & Privacy

We keep patient and family information confidential and use it only to provide and improve our services. Please refer to our Privacy Policy for details.

15. Emergency Situations

In an emergency, the caregiver will provide immediate supportive assistance within their training, promptly alert the family, and assist in contacting emergency medical services (ambulance) and arranging transfer to a hospital where necessary. Final decisions on hospital admission and emergency treatment, and the associated costs, remain the responsibility of the patient's family.

16. Termination / Suspension

SSIMS may suspend or terminate a service in case of non-payment, unsafe conditions, misconduct, or breach of these Terms. You may discontinue a service by giving prior notice as agreed in your care plan.

17. Changes to These Terms

SSIMS may update these Terms from time to time. The latest version will always be available on this page with the updated date.

18. Governing Law & Jurisdiction

These Terms are governed by the laws of India. Any disputes shall be subject to the exclusive jurisdiction of the courts of Chennai, Tamil Nadu.