Welcome to Arogyasewa Services Pvt. Ltd. (“Arogyasewa”, “Company”, “we”, “us” or “our”).

These Terms & Conditions (“Terms”, “Terms and Conditions” or “Agreement”) govern your access to and use of the Arogyasewa website, including “https://arogyasewa.in“, and your request for, booking of, or use of services offered or coordinated through the website.

By accessing our website, submitting an enquiry, requesting a quotation, making a booking, making a payment, or using any Arogyasewa service, you acknowledge that you have read, understood and agreed to these Terms.

If you do not agree with these Terms, please do not use the website or our services.

1. ABOUT AROGYASEWA

Arogyasewa Services Pvt. Ltd. provides and/or coordinates healthcare transportation and patient-transfer support services, including, as applicable:

– Air Ambulance Services
– Train Ambulance Services
– Patient Transfer Services
– Bed-to-Bed Patient Transfer Coordination
– Inter-city and Inter-state Patient Transportation
– Critical and Non-Critical Patient Transportation
– Medical Escort Services
– Doctor/Paramedic Escort Coordination
– Ground Ambulance Coordination
– Airport/Station-to-Hospital Transfer Coordination
– Hospital-to-Hospital Transfer Coordination
– Medical Equipment and Support Coordination
– Other healthcare transportation and patient-support services communicated by Arogyasewa from time to time.

Depending on the nature of a particular assignment, Arogyasewa may provide services directly or coordinate services through hospitals, ambulance operators, airlines, railways, medical professionals, paramedics, doctors, nurses, ground transportation providers, aviation operators, railway authorities, equipment providers and other service providers.

2. ACCEPTANCE OF THESE TERMS

By using this website or requesting our services, you confirm that:

1. You are legally capable of entering into a binding agreement; or
2. You are acting on behalf of a patient, family member, guardian, hospital, organisation or other person with appropriate authority to make the enquiry or booking; and
3. The information provided by you is accurate, complete and not misleading.

Where you are making arrangements on behalf of a patient, you represent that you are authorised to provide the patient’s information and to arrange the requested service.

3. NATURE OF OUR SERVICES

Arogyasewa primarily provides and/or coordinates medical transportation and related patient-transfer services.

Unless expressly stated otherwise in writing, Arogyasewa is not the treating hospital or treating physician of the patient.

The medical treatment, diagnosis, clinical management and medical decisions relating to a patient remain the responsibility of the treating/attending medical professionals and the relevant healthcare facility.

Arogyasewa does not replace the advice, treatment or supervision of a qualified medical practitioner.

4. WEBSITE INFORMATION

We make reasonable efforts to ensure that information published on our website is accurate and useful.

However:

– Service availability may change without notice.
– Prices, routes, schedules, service configurations and availability may change.
– Photographs are illustrative unless specifically stated otherwise.
– Information relating to aircraft, trains, ambulances, equipment, medical personnel, routes and facilities may change depending on operational circumstances.
– Website information should not be treated as a guarantee that a particular service, aircraft, train arrangement, medical professional, hospital or equipment will be available at a particular time.

A final quotation, confirmation or booking communication issued by Arogyasewa shall govern the specific service booked.

5. SERVICE ENQUIRIES AND QUOTATIONS

An enquiry submitted through our website, telephone, WhatsApp, email or any other communication channel does not automatically constitute a confirmed booking.

A booking becomes confirmed only when:

1. Arogyasewa confirms the availability of the required service;
2. The required patient and operational information has been received;
3. The applicable quotation has been accepted;
4. Any required advance payment has been received; and
5. Arogyasewa has issued an appropriate booking/service confirmation.

A quotation may be subject to availability and may change if there is a material change in:

– Patient condition;
– Medical requirements;
– Route;
– Date or time;
– Number or type of medical personnel required;
– Equipment requirements;
– Aircraft/railway availability;
– Ground ambulance requirements;
– Airport/station requirements;
– Hospital requirements;
– Government or regulatory requirements;
– Fuel, aviation, railway or transportation costs;
– Taxes, fees or service-provider charges; or
– Other operational circumstances.

6. PATIENT INFORMATION AND MEDICAL DISCLOSURE

For safe and appropriate patient transportation, the customer/patient’s representative must provide complete and accurate information relevant to the patient’s condition.

This may include:

– Patient name and age;
– Diagnosis;
– Current medical condition;
– Vital status;
– Oxygen requirement;
– Ventilator requirement;
– Cardiac condition;
– Respiratory condition;
– Infectious disease status, where applicable;
– Level of consciousness;
– Mobility status;
– Recent medical reports;
– Medication requirements;
– Allergies;
– Recent procedures or surgeries;
– Required medical equipment;
– Treating doctor’s details;
– Hospital details;
– Required medical escort level; and
– Any other information reasonably required for safe transportation.

Failure to disclose relevant information may result in:

– Change in service requirements;
– Additional charges;
– Delay;
– Refusal or postponement of transportation;
– Requirement for additional medical personnel/equipment;
– Change of route or mode of transportation; or
– Cancellation where safe transportation cannot reasonably be provided.

The customer shall be responsible for consequences arising from materially inaccurate, incomplete or misleading information supplied to Arogyasewa.

7. MEDICAL FITNESS AND MEDICAL CLEARANCE

Certain patient-transfer arrangements may require medical assessment, fitness certification, medical clearance or approval from the relevant healthcare provider, airline, aviation operator, railway authority or service provider.

Arogyasewa may require appropriate medical documentation before confirming or commencing a service.

For air transportation, additional medical clearance and operational requirements may apply depending on the airline, aircraft operator, airport, route and patient’s medical condition.

Arogyasewa does not guarantee that an airline, aviation operator, airport, railway authority, hospital or service provider will approve transportation of a particular patient.

The final decision regarding medical fitness or operational acceptance may rest with the relevant medical professional, operator, authority or service provider.

8. PATIENT CONDITION AND MEDICAL EMERGENCIES

Medical transportation involves inherent risks, particularly in the case of critically ill, unstable or medically complex patients.

The patient’s condition may deteriorate during transportation despite appropriate precautions.

Arogyasewa and its personnel/partners will take reasonable operational steps appropriate to the service being provided; however, no transportation provider can guarantee that a patient’s condition will remain unchanged during transit.

If a patient’s condition deteriorates:

– The attending medical team may take necessary clinical decisions;
– The route or destination may be altered where reasonably necessary;

Where immediate medical attention is required, the customer should contact the appropriate local emergency medical service or healthcare facility rather than relying solely on the website.

9. AIR AMBULANCE SERVICES

Air Ambulance services may involve fixed-wing aircraft, helicopters or other aviation arrangements, depending upon availability and patient requirements.

Air ambulance operations are subject to:

– Aircraft availability;
– Weather conditions;
– Airport permissions;
– Air traffic control;
– Landing permissions;
– Government/regulatory requirements;
– Crew availability;
– Medical clearance;
– Patient fitness;
– Aircraft operational limitations;
– Airport operating hours;
– Route restrictions;
– Security requirements; and
– Other aviation-related circumstances.

Arogyasewa does not guarantee that an aircraft can depart, land or operate at a particular location or at a particular time.

Flight schedules may be changed, delayed, diverted, cancelled or otherwise affected due to circumstances beyond our reasonable control.

10. TRAIN AMBULANCE SERVICES

Train Ambulance services may involve transportation of a patient by railway in an appropriate medical arrangement, including medical escort and associated ground transportation where applicable.

Train Ambulance arrangements may be subject to:

– Railway availability;
– Train schedules;
– Berth/coach availability;
– Railway regulations;
– Station permissions;
– Route restrictions;
– Operational delays;
– Medical requirements;
– Availability of medical personnel;
– Ground ambulance availability; and
– Other circumstances beyond Arogyasewa’s reasonable control.

Train schedules are controlled by the relevant railway authorities and may change without prior notice.

Arogyasewa cannot guarantee that railway schedules will remain unchanged after booking.

11. GROUND AMBULANCE AND BED-TO-BED TRANSFER

Where a booking includes ground ambulance transportation, the exact ambulance type and medical configuration may depend on patient requirements and local availability.

Depending upon the patient’s condition, an ambulance may be:

– Basic Life Support (BLS);
– Advanced Life Support (ALS);
– ICU-equipped;
– Ventilator-supported; or
– Another appropriate configuration.

The specific ambulance configuration will depend on the requirements communicated to Arogyasewa and the availability of the appropriate provider.

Bed-to-bed transportation may include coordination between the originating facility, transport team, airport/railway station and receiving facility.

The customer is responsible for ensuring that the relevant hospitals/facilities are prepared to receive the patient unless such coordination has expressly been included within the agreed service.

12. MEDICAL STAFF AND ESCORTS

Where applicable, Arogyasewa may arrange or coordinate doctors, nurses, paramedics, medical technicians or other healthcare personnel.

The level and composition of the medical team will depend on:

– Patient condition;
– Clinical requirements;
– Medical assessment;
– Mode of transportation;
– Route;
– Availability; and
– The service package agreed with the customer.

The attending medical professional may make clinical decisions during transportation in accordance with professional judgment and applicable medical standards.

14. PRICING AND SERVICE CHARGES

The price payable for a service will be communicated through the applicable quotation, invoice, booking confirmation or other written communication.

Depending on the service, charges may include:

– Transportation charges;
– Medical team charges;
– Ambulance charges;
– Medical equipment charges;
– Airport/station pickup/drop charges;
– Handling charges;
– Coordination charges;
– Government taxes if applicable;
– Applicable service-provider charges;
– Additional waiting charges;
– Additional distance charges;
– Additional medical support charges; and
– Other applicable costs.

Unless expressly stated otherwise, taxes and applicable government charges may be charged separately.

15. QUOTATION VALIDITY

Unless otherwise stated in writing, quotations may be valid only for the period specified in the quotation.

A quotation may become invalid or require revision if:

– The booking is not confirmed within the stated validity period;
– Availability changes;
– The patient’s medical requirements change;
– The travel date changes;
– The route changes;
– The number of accompanying persons changes;
– Additional equipment or personnel are required; or
– Service-provider costs change.

16. ADVANCE PAYMENT

Arogyasewa may require full or partial advance payment before confirming a service.

The required advance amount may vary depending on:

– Service type;
– Urgency;
– Distance;
– Patient condition;
– Service-provider requirements;
– Aircraft/railway arrangements;
– Booking lead time; and
– Other operational factors.

A booking may not be considered confirmed until the required payment has been received and confirmation has been issued.

17. CANCELLATION BY CUSTOMER

A customer may request cancellation of a booking.

Cancellation charges, if any, will depend on:

– The service booked;
– Time remaining before departure;
– Costs already incurred;
– Service-provider cancellation charges;
– Aircraft/railway/ambulance arrangements;
– Medical staff arrangements;
– Equipment arrangements; and
– Other non-refundable commitments.

Where service providers impose non-refundable charges, such amounts may be deducted from any amount otherwise refundable to the customer.

The applicable cancellation/refund terms communicated with the quotation or booking confirmation shall prevail for that specific booking, subject to applicable law.

18. CANCELLATION OR REFUSAL BY AROGYASEWA

Arogyasewa may postpone, modify or cancel a service where reasonably necessary, including where:

– The patient is medically unfit for transportation;
– Required medical clearance is unavailable;
– The patient’s condition materially changes;
– Required aircraft/transport is unavailable;
– Required medical personnel are unavailable;
– Required equipment is unavailable;
– Government or regulatory permission is unavailable;
– Weather or operational conditions make transportation unsafe;
– A service provider cancels or refuses service;
– Information supplied by the customer is materially inaccurate;
– The service cannot safely or lawfully be performed; or
– Other circumstances beyond Arogyasewa’s reasonable control arise.

Where applicable, Arogyasewa will communicate available alternatives or refund arrangements in accordance with the applicable booking terms and applicable law.

19. REFUND POLICY

Where a refund is applicable, the refundable amount will be determined after accounting for:

– Services already provided;
– Non-refundable service-provider charges;
– Cancellation charges;
– Administrative/coordination charges, where applicable;
– Costs already incurred;
– Additional services already arranged; and
– Any other charges permitted under the applicable booking terms and law.

Refunds will generally be processed using the original payment method unless otherwise agreed.

Processing times may depend upon banks, payment gateways and other financial institutions.

Arogyasewa will not use this clause to exclude any refund or remedy that cannot lawfully be excluded under applicable consumer law.

20. CHANGES REQUESTED BY THE CUSTOMER

Requests to change:

– Travel date;
– Destination;
– Pickup location;
– Patient condition;
– Medical team;
– Equipment;
– Ambulance type;
– Flight/train arrangements;
– Number of attendants; or
– Other service requirements

may result in additional charges and are subject to availability.

A change is not effective until confirmed by Arogyasewa in writing.

21. DELAYS

Medical transportation may be delayed due to circumstances including:

– Weather;
– Traffic;
– Air traffic restrictions;
– Railway delays;
– Airport/station restrictions;
– Security checks;
– Government restrictions;
– Medical emergencies;
– Mechanical or technical issues;
– Patient condition;
– Hospital discharge/admission delays;
– Service-provider delays; or
– Other circumstances outside Arogyasewa’s reasonable control.

Arogyasewa will make reasonable efforts to communicate material delays and coordinate appropriate alternatives where feasible.

No specific arrival time should be treated as guaranteed unless expressly confirmed in writing.

22. FORCE MAJEURE

Arogyasewa shall not be responsible for delay, interruption or inability to perform a service to the extent caused by circumstances beyond its reasonable control.

Such circumstances may include:

– Natural disasters;
– Floods;
– Earthquakes;
– Severe weather;
– Epidemics or pandemics;
– War;
– Civil unrest;
– Terrorism;
– Strikes;
– Government restrictions;
– Regulatory restrictions;
– Airspace restrictions;
– Railway disruptions;
– Airport closures;
– Road closures;
– Fire;
– Technical failures;
– Security threats;
– Acts of God; or
– Other circumstances beyond reasonable control.

Where reasonably possible, Arogyasewa may assist in arranging an alternative service.

23. CUSTOMER RESPONSIBILITIES

The customer agrees to:

1. Provide accurate and complete information.
2. Disclose relevant medical information.
3. Provide requested medical reports and documents.
4. Follow reasonable instructions given by Arogyasewa and the medical team.
5. Ensure required payments are made on time.
6. Ensure that the patient is medically prepared for transportation.
7. Ensure necessary discharge/transfer documentation is available.
8. Provide appropriate identification and travel documentation.
9. Inform Arogyasewa immediately about changes in the patient’s condition.
10. Ensure that any accompanying attendant complies with applicable transportation rules.
11. Not provide false, fraudulent or misleading information.
12. Not interfere with medical personnel performing their duties.

24. PATIENT BELONGINGS AND PERSONAL PROPERTY

Patients and attendants are responsible for their personal belongings, documents, cash, jewellery, electronic devices and other personal property unless such property has been expressly accepted for custody by Arogyasewa.

Arogyasewa shall not be responsible for loss or damage to personal property to the extent caused by the customer’s failure to safeguard such property, subject to applicable law.

26. WEBSITE CONTENT AND INTELLECTUAL PROPERTY

All content on the website, including:

– Arogyasewa name;
– Logo;
– Branding;
– Text;
– Graphics;
– Images;
– Videos;
– Design;
– Layout;
– Marketing materials;
– Website structure; and
– Other proprietary material

is owned by or licensed to Arogyasewa, unless otherwise stated.

You may not reproduce, copy, modify, distribute, publish, transmit, sell, license or commercially exploit such material without prior written permission.

Unauthorised use of the Arogyasewa name, logo or other intellectual property is prohibited.

27. USER-GENERATED INFORMATION AND REVIEWS

If the website permits users to submit reviews, testimonials, photographs, comments, feedback or other content, the user must ensure that such content:

– Is truthful;
– Does not violate another person’s rights;
– Does not disclose confidential medical information without appropriate authority;
– Does not contain unlawful or defamatory material;
– Does not infringe intellectual property rights; and
– Does not contain malicious code.

Arogyasewa may remove content that violates these Terms or applicable law.

28. MEDICAL PRIVACY AND PERSONAL INFORMATION

Arogyasewa may collect personal information and, where necessary for providing healthcare transportation services, information relating to a patient’s medical requirements.

Such information may be used for purposes including:

– Responding to enquiries;
– Preparing quotations;
– Assessing transportation requirements;
– Coordinating medical personnel;
– Arranging ambulances;
– Coordinating hospitals;
– Coordinating airlines/aircraft operators;
– Coordinating railway transportation;
– Processing payments;
– Providing customer support;
– Meeting legal/regulatory obligations; and
– Providing and improving services.

Personal information will be handled in accordance with Arogyasewa’s Privacy Policy and applicable Indian data-protection law.

Where information needs to be shared with hospitals, medical professionals, transport providers, airlines, railway authorities or other service providers to fulfil a requested service, the customer acknowledges and authorises such necessary sharing, subject to applicable law.

29. LIMITATION OF LIABILITY

To the maximum extent permitted by applicable law, Arogyasewa shall not be liable for indirect, incidental, special, consequential or unforeseeable losses arising from circumstances outside its reasonable control.

However, nothing in these Terms shall:

– Exclude liability that cannot lawfully be excluded;
– Remove statutory consumer rights;
– Exclude liability arising from fraud or wilful misconduct where such exclusion is prohibited by law; or
– Prevent a customer from exercising rights available under applicable law.

Where a service is provided by an independent service provider, the terms and liability framework applicable to that service may also apply.

33. NO GUARANTEE OF MEDICAL OUTCOME

Arogyasewa does not guarantee any medical outcome from transportation.

Transportation is intended to facilitate the movement of a patient from one location to another with appropriate arrangements based on the information available at the time.

A patient’s medical condition may change during or after transportation.

No statement on this website should be interpreted as a promise, guarantee or representation that transportation will result in recovery, improvement or any particular medical outcome.

34. EMERGENCY SERVICES

The Arogyasewa website and enquiry system should not be considered a substitute for immediate emergency medical services.

If a patient is experiencing a life-threatening emergency, the patient or attendant should immediately contact the appropriate local emergency service, hospital or qualified medical professional.

Arogyasewa may assist with emergency transportation coordination subject to availability and operational feasibility.

35. HOSPITAL AND TREATMENT ARRANGEMENTS

Unless expressly agreed in writing, arranging patient transportation does not mean that Arogyasewa has guaranteed admission, treatment, ICU availability, bed availability or acceptance by the destination hospital.

Hospital admission and treatment are subject to the destination hospital’s availability, policies, clinical assessment and acceptance procedures.

Customers should confirm admission arrangements where necessary.

36. COMMUNICATIONS

By submitting an enquiry or booking request, you may be contacted by Arogyasewa through:

– Telephone;
– SMS;
– WhatsApp;
– Email; or
– Other communication channels provided by you.

Communications may relate to:

– Enquiries;
– Quotations;
– Booking confirmation;
– Patient-transfer coordination;
– Payment;
– Operational updates;
– Delays;
– Cancellations;
– Documentation; and
– Customer support.

Any marketing communications will be subject to applicable law and the user’s preferences/consent where required.

37. ELECTRONIC RECORDS

Electronic communications, including emails, WhatsApp messages, online forms, digital quotations, invoices and booking confirmations may be used as records of communication and transaction, subject to applicable law.

Customers should retain copies of important booking documents and payment records.

38. FRAUD AND PAYMENT SECURITY

Customers must not use fraudulent payment methods, stolen payment instruments, false identities or unauthorised accounts.

Arogyasewa may suspend or cancel a booking where there is a reasonable suspicion of fraud or unauthorised payment activity, subject to applicable law.

Where a payment gateway or financial institution is used, its applicable terms and policies may also apply.

39. GRIEVANCE REDRESSAL

Arogyasewa is committed to addressing genuine customer complaints and service concerns.

Customers may submit a complaint by contacting:

Arogyasewa Services Pvt. Ltd.
Email: “info@arogyasewa.in” 
Website: “https://arogyasewa.in” 
Phone: +91 9136076290

Please include:

– Customer name;
– Patient name, where applicable;
– Booking/reference number;
– Date of service;
– Description of the concern;
– Supporting documents, if applicable; and
– Requested resolution.

Arogyasewa will review and respond to complaints within a reasonable period, subject to the nature and complexity of the matter.

The applicable consumer-protection framework includes statutory grievance and consumer remedies that cannot be contractually excluded. The Consumer Protection (E-Commerce) Rules, 2020 contain disclosure and consumer-protection requirements applicable to covered e-commerce activity.

40. COMPLIANCE WITH APPLICABLE LAW

Arogyasewa and users of the website shall comply with applicable laws and regulations relevant to the services being provided.

These may include, as applicable:

– Consumer protection laws;
– Information technology laws;
– Data-protection and privacy laws;
– Aviation requirements;
– Railway requirements;
– Road transportation requirements;
– Healthcare-related requirements;
– Tax laws;
– Contract law; and
– Other applicable central, state and local laws and regulations.

The Consumer Protection (E-Commerce) Rules, 2020 apply to specified goods/services offered through digital or electronic networks and require relevant consumer-facing information and protections.

Arogyasewa’s privacy and personal-data handling should also be read together with its Privacy Policy and applicable provisions of India’s digital personal-data protection framework, including the Digital Personal Data Protection Rules, 2025.

41. CHANGES TO THESE TERMS

Arogyasewa may update these Terms from time to time to reflect:

– Changes in services;
– Changes in law;
– Regulatory requirements;
– Operational changes;
– Technology changes; or
– Business requirements.

The updated Terms will be published on the website with a revised “Last Updated” date.

42. SEVERABILITY

If any provision of these Terms is found to be invalid, unlawful or unenforceable, that provision shall be interpreted or modified to the minimum extent necessary to make it enforceable where legally possible.

The remaining provisions shall continue to remain effective.

44. ENTIRE AGREEMENT

These Terms, together with the applicable quotation, booking confirmation, invoice, Privacy Policy, Refund/Cancellation Policy and other written terms specifically communicated for a particular service, constitute the agreement governing the relevant use of the website or service.

Where a specific booking document contains terms that expressly apply to that booking, those specific terms shall govern to the extent of any inconsistency, subject to applicable law.

45. GOVERNING LAW

These Terms shall be governed by and interpreted in accordance with the laws of India.

Subject to applicable statutory consumer rights and jurisdictional provisions, disputes shall be subject to the jurisdiction of the competent courts/authorities having jurisdiction over the applicable matter.

Nothing in these Terms is intended to restrict any mandatory statutory right of a consumer to approach a competent consumer commission, court, regulator or other authority where such right is available under applicable law.

46. CONTACT INFORMATION

For questions regarding these Terms, services, bookings or complaints, please contact:

Arogyasewa Services Pvt. Ltd.

Website: “https://arogyasewa.in” 
Email: “info@arogyasewa.in” 
Phone: +91 9136076290

Business: Medical Transportation & Patient Transfer Services
Service Coverage: Pan-India, subject to operational availability and applicable permissions.

47. ACKNOWLEDGEMET

By using the Arogyasewa website, submitting a service enquiry, requesting a quotation, making a booking or using an Arogyasewa service, you acknowledge that:

– You have read these Terms;
– You understand the nature of the services;
– You have provided information that is accurate to the best of your knowledge;
– You understand that medical transportation involves inherent risks;
– You understand that certain services depend on service providers and regulatory approvals;
– You agree to comply with applicable service-specific requirements; and
– You agree to these Terms to the extent permitted by applicable law.

Arogyasewa Services Pvt. Ltd.
Arogyasewa — Trusted Medical Transportation & Patient Transfer Services