Legal

Terms & Conditions

1. Parties and Acceptance of Terms

These Terms and Conditions ("Terms") govern the use of the website, mobile site, application, WhatsApp channel, booking flow, customer support channels and home healthcare coordination services offered under the brand name "Healkin" by PHADKE HEALTHTECH PRIVATE LIMITED, having its registered office at Floor No 1, Mahalaxmi Engineering Estate Gate No 2, 1st LJ Cross Road, Near K.J Khilani, Mahim West, Mumbai, Mumbai, Maharashtra, 400016. ("Healkin", "we", "us" or "our").

By accessing the Healkin platform, creating a booking, making payment, uploading a prescription, requesting a home visit, receiving a service or permitting a service to be provided to a patient, you agree to these Terms. If you do not agree, do not use the platform or book a service.

If you are booking on behalf of another person, you confirm that you are authorised to do so and that the patient or the patient’s lawful representative has consented to the booking, the service and the processing of relevant personal and health information.

2. Nature of Healkin Services

Healkin is a care coordination and facilitation platform for selected home healthcare services. Healkin is not an emergency ambulance service, hospital, ICU, casualty department or substitute for in-person medical evaluation by a qualified doctor.

Healkin facilitates home visits by trained healthcare personnel, including nurses, caregivers, attendants, technicians and other care professionals, as applicable to the booked service. Depending on the service, personnel may be employees, consultants, contractors, partner personnel or third-party professionals engaged or coordinated by Healkin under applicable operational protocols.

Healkin’s role is to coordinate the service, assign appropriate personnel, support scheduling, provide standard operating procedures, collect relevant information and facilitate fulfilment. Unless specifically stated in a separate doctor consultation service, Healkin does not independently diagnose, prescribe medicines, change prescriptions or make treatment decisions.

All prescription-based services are performed only on the basis of a valid prescription, written advice, treatment plan or instruction issued by the patient’s treating doctor or a Registered Medical Practitioner ("RMP"). The patient’s doctor remains responsible for diagnosis, treatment choice, medicine selection, dosage, duration and clinical follow-up.

3. Services Covered

The Healkin platform may allow users to book or request services including, without limitation:

Injections at home, including Vitamin D, B12, IVF injections and other prescribed injections.
Vaccinations at home, including flu, pneumococcal, shingles, HPV, Hepatitis A, Hepatitis B, typhoid, meningococcal, rabies and tetanus-related services, subject to prescription and availability.
IV infusion / drip services for prescribed IV fluids or medicines within selected duration slots.
Catheter and tube care, including female urinary catheter insertion/removal, Ryle’s/NG tube feeding, insertion and removal, PEG tube feeding, colostomy bag change and enema care.
Dressing, wound care and suture management, including standard dressing, suture removal, bedsore/pressure wound care, PICC line dressing and tracheostomy care.
Respiratory care such as nebulization, and equipment-related services such as oxygen concentrator, CPAP/BiPAP and related rentals, where available.
Advanced diagnostics at home such as ECG, X-ray, sleep apnea testing, Holter monitoring and audiometry, subject to prescription, technical feasibility and availability.
Care assistance, monitoring, hygiene visits, medical attendant visits, vitals checks, telemedicine coordination and equipment rental.
Lab tests and sample collection services through Healkin and/or its diagnostic laboratory partners.

Actual service availability depends on geography, time slot, prescription requirements, personnel availability, equipment availability, patient condition and operational feasibility. Healkin may refuse, reschedule or cancel a service where it is unsafe, inappropriate, unlawful or operationally infeasible to provide the service at home.

4. No Emergency Care

Healkin does not provide emergency treatment, emergency oxygen, ICU care, ambulance guarantees, resuscitation services, casualty care, emergency airway management or hospital-level emergency management through its standard home service bookings.

Do not use Healkin for emergencies. In case of chest pain, severe breathlessness, stroke symptoms, unconsciousness, seizures, major bleeding, severe allergic reaction, sudden deterioration, blue lips, severe abdominal pain, high fever with altered sensorium, suspected heart attack, suspected stroke, severe dehydration, poisoning, trauma or any life-threatening condition, call local emergency services or go to the nearest hospital immediately.

If a Healkin professional identifies red flags during a visit, the professional may pause or stop the service and advise doctor review, teleconsultation, emergency services or hospital care. The user agrees to follow such escalation advice and understands that refusal to seek urgent medical care is at the user’s/patient’s own risk.

5. Prescription-Based Services

For prescription-required services, the user must provide a valid prescription or written medical advice before the service. This includes, without limitation, injections, IV medicines, many vaccines, X-rays, oxygen therapy, CPAP/BiPAP, tracheostomy care, catheter/tube procedures and other clinical procedures as indicated on the platform.

Healkin may request the user to upload a prescription, show it to the visiting professional, share it with support or obtain a teleconsultation from an empanelled doctor. Healkin may decline to perform the service if the prescription is missing, illegible, expired, incomplete, inconsistent with the requested service or clinically unclear.

Healkin personnel will not change the dose, route, frequency, medicine, vaccine, duration or treatment plan prescribed by the doctor. Any such change must be made only by the treating doctor or consulting RMP.

Where Healkin facilitates a teleconsultation, the medical advice and prescription are provided by the concerned RMP. Healkin’s role in such cases is limited to technology, scheduling, coordination and support, unless specifically stated otherwise.

6. Patient and User Responsibilities

The user and/or patient must:

Provide accurate patient details, address, age, sex, medical history, allergies, pregnancy status, current medicines, previous reactions and relevant reports.
Disclose all known contraindications, bleeding disorders, blood thinner use, immunosuppression, fever, infection, breathlessness, prior vaccine reactions, medicine allergies and other relevant conditions.
Provide the correct medicine, vaccine, feed, catheter, tube, dressing, consumable or equipment where required, unless Healkin has specifically agreed to arrange it.
Ensure that medicines, vaccines, IVF injections and other temperature-sensitive products are stored as instructed by the doctor, pharmacy or manufacturer.
Keep prescriptions, discharge summaries, previous reports and doctor instructions available during the visit.
Provide a clean, safe, accessible, well-lit and appropriate space for the service.
Ensure that a responsible adult caregiver is present where the patient is elderly, dependent, a minor, cognitively impaired, bedridden, unstable or unable to consent independently.
Treat Healkin personnel respectfully and ensure their safety during the visit.
Follow after-care advice, next-dose schedules and escalation instructions shared by the treating doctor and/or Healkin staff.

7. Clinical Safety and Right to Refuse Service

Healkin personnel may refuse, pause or stop a service if:

The patient appears medically unstable or requires emergency/hospital care.
A required prescription or consent is missing or unclear.
The medicine/vaccine/device appears expired, damaged, improperly stored, contaminated or mismatched with the prescription.
The home environment is unsafe, unhygienic, violent, inaccessible or unsuitable for the procedure.
The requested service is beyond the scope of home care or beyond the personnel’s authorised competence.
The patient or family refuses required safety checks, identity confirmation, consent, prescription review or clinical escalation.
The patient has a contraindication or red-flag symptom that requires doctor review before proceeding.

In such cases, cancellation charges or visit charges may apply depending on the circumstances and stage of the visit.

8. Service-Specific Terms

8.1 Injections and Vaccinations

Injections and vaccinations are provided only after patient identity, prescription/booking details, medicine/vaccine details, route, dose, expiry and basic allergy history are checked. Mild pain, swelling, redness, fever, body ache or local soreness may occur after injections or vaccines. Severe allergic reactions are rare but possible and require urgent medical attention.

Healkin is not responsible for the clinical appropriateness of a medicine or vaccine prescribed by the patient’s doctor. Healkin is also not responsible for manufacturer defects, adverse drug reactions, vaccine reactions or outcomes not caused by Healkin’s negligence.

For multi-dose vaccines such as HPV, Hepatitis B, Hepatitis A, shingles or rabies, the user is responsible for completing the full schedule as advised. Healkin may send reminders as a convenience but does not guarantee reminder delivery.

Rabies and tetanus-related services require medical assessment. Rabies immunoglobulin or tetanus immunoglobulin may be required depending on wound category, prior vaccination history and doctor advice. Healkin does not replace wound washing, suturing, surgical care or emergency bite management.

8.2 IVF Injections

IVF injections are time-sensitive and must be given strictly according to the fertility specialist’s prescription and schedule. The patient/family must provide the prescription, timing instructions, medicine, storage history and any special clinic instructions. Healkin does not provide fertility consultation, ultrasound monitoring, cycle planning or dose changes through the injection visit.

8.3 IV Infusion / Drip Services

IV infusion services are provided only with a valid prescription. Healkin personnel may insert a cannula, start and monitor the infusion during the booked duration and remove the cannula unless otherwise advised. IV therapy at home is not appropriate for emergency dehydration, shock, collapse, severe weakness, severe vomiting, sepsis, chest pain or other emergency conditions.

Additional charges may apply for cannula, drip line, consumables, medicines, fluids, extended duration or repeat visits. If a cannula is already in place, Healkin may rely on user-provided information but may still refuse to use it if unsafe or unsuitable.

8.4 Catheter and Tube Care

Catheter and tube care services are procedure-specific and may require prescription, consent and availability of appropriate consumables. Female urinary catheter insertion/removal, Ryle’s/NG tube procedures, PEG feeding, colostomy bag change and enema care each have different requirements and risks.

Tube or catheter procedures may carry risks such as discomfort, bleeding, infection, blockage, dislodgement, aspiration, choking, vomiting, wrong placement, leakage or need for hospital evaluation. For difficult insertions, severe pain, bleeding, respiratory distress, suspected aspiration, acute urinary retention, severe abdominal pain or failed procedure, the patient must seek urgent medical care.

Healkin does not provide male catheterization where the platform specifies female-only service. Healkin does not provide X-ray confirmation of Ryle’s tube placement unless separately booked and clinically feasible. PEG insertion/replacement, surgical stoma care, severe stoma complications and emergency airway/gastrointestinal management are not included in routine home services.

8.5 Dressing, Wound Care and Suture Management

Wound care services are limited to the service booked and the professional’s scope of practice. Standard dressing, bedsore care, suture removal, PICC dressing and tracheostomy care are not interchangeable services. Surgical debridement, emergency bleeding control, operative procedures, advanced wound therapies and hospital-based interventions are not included unless expressly stated.

8.6 Diagnostics and Lab Tests

Diagnostic services and lab tests may be performed by Healkin personnel and/or partner laboratories/technicians. Reports, images and test results may be issued by the concerned diagnostic provider, radiologist, laboratory, technician, doctor or partner entity. Turnaround times are estimates and may vary due to sample quality, technical factors, repeat testing, logistics, holidays, equipment downtime or partner policies.

The interpretation of diagnostic results and treatment decisions based on such results must be done by the patient’s treating doctor. Healkin does not guarantee any particular diagnosis, result, outcome or treatment based on test reports.

Pregnant patients or patients who may be pregnant must disclose pregnancy before X-ray or radiation-based services. X-ray services are subject to prescription, safety feasibility and applicable regulatory requirements.

8.7 Equipment Rental

Equipment rental services may include wheelchairs, walkers, hospital beds, oxygen concentrators, CPAP/BiPAP machines and other equipment depending on availability. The equipment remains the property of Healkin or its equipment partner. The user is responsible for safe use, return, reasonable care, access for delivery/pickup, electricity supply and prevention of misuse, water damage, breakage or loss.

Oxygen concentrators, CPAP and BiPAP should be used only as prescribed or advised by a doctor. They are not substitutes for emergency respiratory care or hospital treatment. Consumables such as masks, tubing, nasal cannula, filters, mattresses, linen, accessories or special fittings may be charged separately unless included in the booking.

8.8 Care Assistance, Monitoring and Attendant Services

Medical attendant, caregiver, hygiene, mobility assistance and monitoring services are supportive services. They are not nursing procedures, physiotherapy, doctor consultation or emergency care unless specifically booked. Attendants and caregivers cannot administer injections, IV medicines, clinical procedures or prescription changes unless they are qualified and authorised for that service.

9. Medicines, Vaccines, Consumables and Third-Party Products

Unless expressly included in the booking, the service fee does not include the cost of medicines, vaccines, IV fluids, immunoglobulins, special dressings, feeds, tubes, catheters, stoma products, masks, equipment consumables or other patient-specific products.

Where Healkin arranges medicines, vaccines, consumables or equipment for convenience, such items may be sourced through pharmacies, distributors, manufacturers, laboratories, vendors or other third parties. Product availability, price, batch, expiry, cold-chain handling and manufacturer warranties may be subject to third-party terms and applicable laws.

The user must not provide expired, opened, contaminated, improperly stored or unlabelled medicines/vaccines. Healkin personnel may refuse to administer such products.

10. Booking, Scheduling and Arrival Window

Bookings are subject to serviceability, availability, payment confirmation, prescription review where applicable and operational feasibility. A selected slot is an estimated arrival window and not a guarantee of exact arrival time. Travel, traffic, weather, prior medical delays, emergency escalation, staff availability or other operational reasons may affect arrival times.

Healkin may reschedule or cancel a booking if personnel, equipment, prescription, consumables, patient condition or location requirements are not suitable. Where possible, Healkin will inform the user and attempt to provide an alternative slot.

For multi-session plans, the first session may be booked online and remaining sessions may be coordinated by the care team. Dates and timings for remaining sessions are subject to staff availability and patient condition.

11. Pricing, Payments and Taxes

Prices displayed on the platform may vary by service, duration, time slot, geography, quantity, number of sessions, equipment type, consumables, medicines/vaccines and operational requirements. Taxes, payment gateway charges, convenience fees, delivery/pickup charges, late-night charges, parking charges, extended stay charges, additional consumables, medicine/vaccine cost and cancellation charges may be charged separately where applicable.

The final payable amount should be reviewed before payment. If additional products or services are required during a visit, they may be billed separately with user consent, where feasible. Healkin may update prices at any time before booking confirmation.

12. Cancellation, Rescheduling and Refunds

The following is a recommended policy framework and should be finalised commercially and legally before publication:

Free cancellation or rescheduling may be permitted up to 24 hours before the scheduled service time, unless a stricter policy is stated for a specific service, product or package.
For cancellations within 24 hours of the scheduled service, a cancellation fee may apply.
If the professional has already started travel, reached the location, or the patient/family is unavailable, refuses service, lacks prescription/consent, provides unsafe products or the home environment is unsuitable, the visit/service charge may be partially or fully non-refundable.
Medicines, vaccines, immunoglobulins, opened consumables, custom-procured products, diagnostic kits and equipment logistics charges may be non-refundable once procured, dispatched, opened or used.
Refunds, where approved, will be processed to the original payment method or another method permitted by Healkin/payment partners, within a reasonable processing period subject to bank/payment gateway timelines.
No refund will be due for dissatisfaction caused by medical outcome, disease progression, adverse drug/vaccine reaction, doctor prescription or circumstances not attributable to Healkin’s service failure.

13. Consent

The user/patient consents to Healkin collecting and using relevant personal, health, prescription, address, booking, payment and service information for providing and coordinating services. For procedures involving clinical risk, invasive steps, catheter/tube handling, IV therapy, tracheostomy care or other special procedures, Healkin may require additional consent before service.

For minors, unconscious patients, cognitively impaired patients or dependent elderly patients, consent must be provided by a parent, guardian, caregiver or authorised representative. Healkin may refuse service if valid consent is unclear or disputed.

14. Personal Data and Privacy

Healkin may process personal data and health-related information for booking, identity confirmation, prescription review, service delivery, documentation, reporting, payments, customer support, quality assurance, reminders, legal compliance and safety. Such processing is subject to Healkin’s Privacy Policy and applicable law.

Users must not upload another person’s prescription, report, identity document, address or health information unless they are authorised to do so.

Healkin may share relevant data with assigned staff, doctors, laboratories, diagnostic partners, pharmacies, payment processors, technology vendors, logistics partners, legal advisors, regulators or emergency contacts where necessary for service delivery, safety, compliance or dispute resolution.

Healkin will not sell personal health data to advertisers. Data retention, deletion, access and correction requests will be handled according to Healkin’s Privacy Policy and applicable law.

15. Communications and Reminders

By using Healkin, the user consents to receiving transactional communications through phone, SMS, WhatsApp, email, app notifications or other channels for booking confirmation, prescription requirements, visit coordination, staff assignment, payment, next-dose reminders, care plan reminders, reports, support and feedback.

Promotional communications may be sent where permitted by law and user consent/preferences. Users may opt out of promotional communications, but transactional communications required for service delivery may still be sent.

16. No Guarantee of Outcome

Healthcare outcomes depend on the patient’s condition, prescription, disease course, compliance, product response, doctor decisions and many factors outside Healkin’s control. Healkin does not guarantee cure, recovery, symptom relief, laboratory result, diagnostic finding, treatment success, pregnancy outcome, vaccine effectiveness, absence of adverse reaction or avoidance of hospitalisation.

Healkin’s obligation is to coordinate and/or provide the booked service with reasonable care, operational diligence and standard safety checks within the applicable scope of service.

17. Third-Party Doctors, Laboratories, Pharmacies and Partners

Where Healkin facilitates services through doctors, laboratories, pharmacies, diagnostic providers, equipment vendors, payment processors or other partners, such third parties may have independent professional, statutory, contractual and operational responsibilities. Healkin is not responsible for the independent medical judgment, prescription, report interpretation, product defect, lab result, regulatory status, stock availability or professional negligence of third parties except to the extent required by applicable law and proven fault attributable to Healkin.

Nothing in these Terms prevents a patient from consulting any doctor, hospital, laboratory or healthcare provider of their choice.

18. User Conduct

Users must not misuse the platform, provide false information, upload forged prescriptions, harass staff, demand unprescribed procedures, request illegal medicines, record staff without consent, obstruct safe care, refuse payment after service, attempt to bypass Healkin for direct staff engagement or use the platform for unlawful purposes.

Healkin may suspend, refuse or terminate access for users who breach these Terms, endanger staff, misuse services, create payment disputes in bad faith or behave abusively.

19. Intellectual Property

All content, branding, logos, design, text, images, service descriptions, workflows, software, databases, user interface, trademarks and materials on the Healkin platform are owned or licensed by Healkin. Users may not copy, reproduce, scrape, modify, distribute, reverse engineer or commercially exploit the platform except for personal use of the services.

20. Limitation of Liability

To the maximum extent permitted by law, Healkin shall not be liable for indirect, incidental, special, punitive or consequential losses, loss of profits, loss of data, loss of goodwill, medical outcome, treatment failure, disease progression, adverse drug/vaccine reactions, doctor prescription decisions, third-party product defects, third-party lab/diagnostic errors, delays caused by external factors or emergencies requiring hospital care.

Subject to applicable law, Healkin’s aggregate liability for a paid service shall not exceed the amount actually paid to Healkin for the specific service giving rise to the claim, except in cases where a higher liability cannot be excluded under applicable law.

This clause should be reviewed by legal counsel to ensure enforceability and consumer-law compliance.

21. Indemnity

The user agrees to indemnify and hold Healkin, its directors, employees, professionals, partners and agents harmless from claims, losses, liabilities, penalties, damages, expenses and legal costs arising from inaccurate information, forged or incorrect prescriptions, non-disclosure of allergies/medical history, misuse of products/equipment, unsafe home conditions, refusal of escalation, breach of these Terms, violation of law or unauthorised booking on behalf of another person.

22. Changes to Terms and Services

Healkin may modify these Terms, service offerings, prices, availability, policies, technology features, service areas, staff assignment processes and operational requirements from time to time. Updated Terms will be posted on the platform. Continued use of the platform after changes indicates acceptance of the updated Terms.

23. Governing Law and Jurisdiction

These Terms are governed by the laws of India. Subject to applicable consumer protection law and mandatory jurisdiction rules, courts and forums in Mumbai, Maharashtra shall have jurisdiction over disputes arising from or relating to these Terms or Healkin services.

24. Grievance and Contact

For service queries, cancellation, refund, data requests, complaints or grievance escalation, contact:

Healkin Support Phone/WhatsApp: +91 91529 63001
Support Email: info@healkin.com
Registered Address: 1st floor, Mahalaxmi Engineering Estate, 1st LJ Cross Rd, near KJ Khilnani High School, Mahim West, Mahim, Mumbai, Maharashtra 400016

Healkin will make reasonable efforts to resolve service issues.

Medical emergencies must not be directed to ordinary support channels; users should contact emergency services or visit the nearest hospital.