Vendor Terms & Conditions
Terms governing vendors who supply healthcare and care support staff through the Carelix Platform.
1 Acceptance of Terms
By registering on the Carelix app, submitting the registration form, ticking the declaration checkboxes, or using the Platform in any way, the Vendor (including its authorised representative) confirms that they have read, understood, and agree to be bound by these Terms & Conditions on behalf of the Vendor entity.
Carelix may update these Terms at any time with 30 days' prior notice. Continued use of the Platform after notice constitutes acceptance.
2 Eligibility
To register as a Vendor on the Carelix Platform, the Vendor must:
- Be a legally constituted entity in India — Pvt Ltd, LLP, Partnership, Proprietorship, or registered society/trust operating in the healthcare staffing space.
- Have a valid PAN in the entity's name (or proprietor's name for proprietorships).
- Have a valid Indian mobile number and bank account in the entity's name.
- Hold all applicable licences and registrations required to supply healthcare or care support staff in India, including under the Contract Labour (Regulation and Abolition) Act, 1970, where applicable.
- Have a GSTIN if registered under GST, or confirm exemption status.
- Not be subject to any insolvency proceedings, regulatory ban, or criminal investigation at the time of registration.
For proprietorships
The above requirements apply to the individual proprietor. The proprietor's personal Aadhaar and PAN are accepted as KYC.
3 Registration and Account
3.1 Accurate Information
The Vendor agrees to provide complete, truthful, and up-to-date information during registration and to maintain accuracy throughout the term of this Agreement. Providing false information, forged documents, or misrepresenting business status is a serious breach leading to immediate termination and potential legal action.
3.2 Authorised Representative
The person who registers the Vendor account must be duly authorised to bind the Vendor entity. By submitting the registration, the Vendor confirms this authority. Carelix may request a board resolution or authorisation letter for registered companies and LLPs.
3.3 Account Security
The Vendor account is accessed via OTP on the registered mobile number. The Vendor is responsible for keeping this secure.
The Vendor is liable for all activity on its account. Report any suspected unauthorised access to info@carelixhealthcare.com immediately.
Do not share OTPs with anyone, including anyone claiming to be from Carelix.
3.4 One Account Per Entity
Each Vendor entity may maintain only one account on the Platform. Duplicate accounts will be suspended and pending payments may be withheld.
4 Staff Supply Standards
This is the most operationally critical section. The Vendor must meet these standards at all times:
4.1 Qualification Compliance
Nursing Staff: must hold valid GNM, ANM, B.Sc. Nursing, or higher qualification with valid State Nursing Council registration. Expired registrations are not acceptable.
Caretakers and Attendants: must have demonstrated training or experience in patient personal care, mobility assistance, and basic health monitoring.
Ward Boys and Allied Staff: must have appropriate training for their specific role.
The Vendor must not supply Staff for a role they are not qualified for.
4.2 Background Verification — Vendor's Responsibility
The Vendor bears full responsibility for background-verifying all Staff before deployment. Minimum checks: Aadhaar-based identity verification, address verification, criminal record check.
Nursing Staff must additionally have their council registration verified as active.
The Vendor must maintain records of all background checks and produce them to Carelix within 48 hours of request.
Deploying unverified Staff is a material breach of this Agreement.
4.3 Staff Conduct
The Vendor is fully responsible for its Staff's conduct during every Assignment. The Vendor must ensure Staff:
- Arrive on time, professionally dressed, and carrying appropriate identification.
- Treat Clients and their families with dignity, patience, and respect.
- Do not engage in any form of abuse, theft, harassment, or inappropriate behaviour.
- Do not share Client personal or medical information with any third party.
- Operate strictly within their scope of qualification.
- Do not solicit Clients to book directly outside the Carelix Platform.
- Report any emergency or incident at a Client's premises to the Vendor, who must then immediately inform Carelix.
4.4 Replacement Obligation
If a Staff member cannot attend a confirmed Assignment, the Vendor must provide a qualified replacement with minimum 4 hours' notice to Carelix.
If no replacement is available, Carelix must be notified immediately so Client arrangements can be managed.
Repeated failures to fill Assignments or provide replacements may result in suspension or termination.
5 Full Liability for Staff
The Vendor must comply with all applicable labour laws including the Contract Labour Act, Minimum Wages Act, Payment of Wages Act, PF, ESI, and any other applicable statute with respect to its Staff.
The Vendor is liable for all employment claims made by Staff including wages, statutory dues, and wrongful termination.
The Vendor must maintain workmen's compensation and professional indemnity insurance for all deployed Staff. Proof must be available to Carelix on request.
The Vendor fully indemnifies Carelix against any claim, loss, or legal cost arising from Staff misconduct, employment disputes, or the Vendor's failure to comply with applicable law.
If a Client suffers harm due to a Staff member's conduct, the Vendor bears full financial and legal responsibility.
6 Prohibited Conduct
The Vendor must not:
- Supply Staff who have not been properly background-verified.
- Misrepresent Staff qualifications, experience, or council registration status.
- Supply the same Staff member under a different name or profile.
- Accept direct payments from Clients for Carelix Assignments, bypassing the Platform.
- Solicit Clients acquired through the Carelix Platform to engage services directly outside the Platform during the term of this Agreement and for 12 months after termination.
- Engage in any collusion with other Vendors to fix prices or manipulate the Platform.
- Use Carelix's brand, logo, or name in marketing materials without written permission.
- Subcontract Assignments to another agency without Carelix's prior written consent.
7 Platform Use
The Vendor may only use the Platform for receiving and managing Assignments, updating Staff availability, viewing payment records, and communicating with Carelix's operations team.
The Vendor must not attempt to reverse-engineer, copy, scrape, or misuse any part of the Platform.
The Vendor is responsible for keeping its Platform profile accurate — service categories, Staff availability, coverage area, and contact details must be kept current.
Carelix reserves the right to edit or remove any Vendor profile content that is inaccurate, misleading, or in violation of these Terms.
8 Payments and Invoicing
Carelix pays the Vendor based on actual duty days completed by Vendor's Staff, at the agreed day-rate per staff category as per Schedule A. It is the Vendor's sole responsibility to pay its Staff from the amounts received.
Carelix collects payment from Clients at its own rates which are separate from and not disclosed to the Vendor. The Vendor has no right to information about or claim over amounts Carelix charges Clients.
Payment is made as per the billing model in Schedule A (per day/shift, monthly invoice, or custom rate).
The Vendor must raise GST-compliant invoices where applicable. Non-compliant invoices may be rejected.
TDS will be deducted by Carelix as required under the Income Tax Act, 1961.
Carelix may withhold payment in case of active complaints, disputed Assignments, or fraud investigations involving the Vendor's Staff.
Payment disputes must be raised in writing within 21 days of settlement or invoice due date.
9 Ratings and Performance
Clients rate the Staff supplied by the Vendor. These ratings are aggregated and reflect on the Vendor's Platform profile.
Carelix may issue performance warnings to Vendors with consistently low-rated Staff or repeated Client complaints.
Carelix may limit Assignment allocation or suspend the Vendor's profile based on sustained poor performance.
The Vendor may dispute a rating it believes is unfair by writing to info@carelixhealthcare.com within 15 days of the rating being posted.
10 Suspension and Termination
10.1 By the Vendor
The Vendor may exit the Platform by providing 30 days' written notice to Carelix. All active Assignments must be responsibly completed or handed over before exit.
10.2 By Carelix
Carelix may suspend or terminate the Vendor's account immediately for:
- Supplying unverified or misrepresented Staff.
- Staff causing harm, theft, or criminal conduct at a Client's premises.
- Failure to maintain statutory labour law compliances.
- Insolvency, winding up, or cessation of business.
- Repeated breach of these Terms or the Vendor Service Agreement.
- Fraudulent invoicing or payment manipulation.
10.3 Effect of Termination
The Vendor's profile will be removed from the Platform. Pending Service Fees for completed Assignments will be settled within 30 days subject to no outstanding claims. Confidentiality and non-solicitation obligations survive for 3 years post-termination.
11 Limitation of Liability
Carelix is a technology platform facilitating connections between Vendors and Clients. Carelix is not liable for:
- Harm caused by the Vendor's Staff to Clients or their property.
- Employment claims made by Vendor Staff against Carelix.
- Loss of Assignment revenue due to Platform downtime or technical issues.
Carelix's maximum liability to the Vendor shall not exceed the total Service Fees paid to the Vendor in the preceding 3 months.
12 Governing Law
These Terms are governed by the laws of India. Disputes shall be resolved as per the Vendor Service Agreement's dispute resolution mechanism.
13 Contact
For queries related to these Terms:
Carelix Healthcare Pvt. Ltd.
Address: Sohna Road, 141 JMD Galleria, Gurugram, Sector 48, Haryana – 122001, India
Email: info@carelixhealthcare.com
Phone: +91 7666426664
Website: www.carelixhealthcare.com
Hours: Monday–Saturday 9:00 AM–6:00 PM | Sunday 10:00 AM–1:00 PM