Website Terms & Conditions
Terms governing use of the Carelix website and platform by patients and general visitors.
1 Introduction and Acceptance
Welcome to Carelix Healthcare Pvt. Ltd. ("Carelix", "we", "us", "our"). By accessing or using our website at www.carelixhealthcare.com ("Website"), our mobile application, or any services offered through these platforms (collectively the "Platform"), you ("User", "you") agree to be bound by these Terms & Conditions ("Terms").
If you do not agree with any part of these Terms, please do not use our Platform. These Terms apply to all visitors, patients, caregivers, and anyone else who accesses or uses our Platform.
These Terms govern the use of the Carelix website and platform by patients and general visitors. Doctors, Freelancers, and Vendors registered on the Carelix app are subject to their respective separate agreements and policies.
2 About Carelix
Carelix Healthcare Pvt. Ltd. is a digital healthcare marketplace that connects patients and their families with qualified healthcare professionals and home care services across India. Our services include:
- Elder caretaker at home
- Physiotherapy at home
- ICU setup at home
- Baby caregiver at home
- Lab test at home
- On-call nurse at home
- Weight loss programs (without surgery)
- Doctor consultations (online, home visit, and clinic visit)
- Radiology services at home
- Healthcare packages and bundled services
Carelix currently operates across Delhi, Gurugram, Faridabad, Noida, Mumbai, Bangalore, Hyderabad, Chennai, Kolkata, Pune, Ahmedabad, Jaipur, and other cities across India.
3 Nature of Carelix's Role
Carelix operates as a technology-enabled marketplace and facilitator. It is important that you understand:
- Carelix connects patients with independent healthcare professionals (doctors, nurses, caretakers, physiotherapists) and staffing agencies (Vendors) who provide the actual care services.
- Carelix itself is not a hospital, clinic, medical institution, or registered healthcare provider under applicable Indian healthcare laws.
- The healthcare professionals and staff deployed through the Platform are either independent contractors or staff of Vendor agencies — they are not employees of Carelix.
- Clinical decisions, medical advice, and care outcomes are the sole responsibility of the healthcare professional providing the service.
- Carelix is responsible for the technology platform, booking facilitation, payment processing, and quality oversight — not for direct clinical care.
By booking a service through Carelix, you acknowledge that Carelix is a facilitator and not the direct provider of medical or clinical services. Always exercise your own judgment and consult appropriate medical professionals for serious health decisions.
4 Eligibility
You must be at least 18 years of age to book services or make purchases on the Platform. Persons under 18 may use the Platform only under parental or guardian supervision.
You must have a valid Indian mobile number to create an account or make a booking.
By using the Platform, you represent that all information you provide is accurate and that you are legally capable of entering into a binding agreement.
5 Services — What You Can Book
5.1 Home Care Services
You may request the following at-home services through the Platform. All services are subject to availability in your location:
- Elder Caretaker at Home: Trained caretakers for elderly patients requiring daily personal care, mobility support, and companionship.
- On-Call Nurse at Home: Qualified GNM/ANM nurses for wound care, injections, post-operative care, and medical monitoring.
- ICU Setup at Home: Professional ICU-grade home care setup for critical patients, including monitoring equipment and qualified nursing staff.
- Baby Caregiver at Home: Trained infant caregivers for newborn care, feeding support, and new parent assistance.
- Physiotherapy at Home: Registered physiotherapists for post-surgery rehabilitation, neurological conditions, musculoskeletal pain, and mobility recovery.
- Lab Test at Home: Blood collection and other diagnostic sample collection at home, processed by partner laboratories.
- Radiology at Home: Mobile radiology services including X-ray and other imaging at the patient's home.
5.2 Doctor Consultations
You may book doctor consultations in three modes:
- Online (video/phone): Conducted per the Telemedicine Practice Guidelines 2020 issued by the Government of India.
- Home Visit: The doctor visits your home at the scheduled time.
- Clinic Visit: You visit the doctor's listed clinic.
Prescription validity and content are governed by applicable medical regulations. Carelix does not interfere with clinical decisions.
5.3 Healthcare Packages
Carelix offers pre-packaged service bundles at discounted rates, including physiotherapy session packs, blood test packages, and radiology packages. Package details, inclusions, and pricing are listed on the Platform at the time of purchase.
5.4 Callback and Enquiry
You may submit a callback request with your name, mobile number, and preferred service. By submitting, you authorise Carelix and its representatives to contact you via call, SMS, email, or WhatsApp, overriding any DNC/NDNC registration.
6 Booking, Payment, and Cancellation
6.1 Booking
Bookings are confirmed subject to service availability and healthcare professional availability in your area.
Carelix will confirm your booking via SMS, WhatsApp, or email after verification.
Carelix reserves the right to decline or cancel any booking at its discretion, with a full refund if payment was made.
6.2 Pricing
All prices displayed on the Platform are in Indian Rupees (INR) and are inclusive of applicable taxes unless stated otherwise.
Package prices are as displayed at the time of purchase. Carelix may change prices at any time; changes do not affect already-confirmed bookings.
For services priced on enquiry (e.g. ICU setup, custom care plans), final pricing will be confirmed by Carelix's team before booking confirmation.
6.3 Payment
Payments may be made online through the Platform's payment gateway (credit card, debit card, UPI, net banking) or by other methods communicated by Carelix.
Carelix uses secure, encrypted payment gateways. Carelix does not store your full card details.
Your payment is collected by Carelix. Carelix independently manages payments to healthcare professionals and Vendors at its own agreed rates.
6.4 Cancellation and Refunds
Cancellations made more than 24 hours before a scheduled appointment will be eligible for a full refund.
Cancellations made within 24 hours of a scheduled appointment may attract a cancellation fee of up to [X]% of the booking amount.
If the healthcare professional or Vendor cancels or fails to attend, you will receive a full refund or priority rebooking at no extra charge.
Package refunds: unused sessions in a package may be refunded on a pro-rata basis, less any applicable processing fee, subject to Carelix's package refund policy at the time of purchase.
Refunds will be processed to the original payment method within 7–10 working days.
Lab test and radiology packages once sample collected/service initiated are non-refundable.
7 User Responsibilities
As a user of the Carelix Platform, you agree to:
- Provide accurate information when booking services, including the patient's name, condition, address, and contact details.
- Ensure that the patient's home or premises are safe and accessible for the healthcare professional at the time of the appointment.
- Not misuse the Platform for any fraudulent, unlawful, or abusive purpose.
- Not record, photograph, or share images of healthcare professionals without their consent.
- Treat healthcare professionals with respect and dignity. Any abusive, threatening, or violent behaviour towards a professional will result in immediate cancellation without refund and may be reported to authorities.
- Not solicit healthcare professionals to provide services outside the Carelix Platform.
- Not post false, misleading, or defamatory reviews of healthcare professionals on the Platform.
8 Medical Disclaimer
Important: Nothing on the Carelix Platform constitutes medical advice. All content, service descriptions, blog articles, and FAQs are for general informational purposes only. Always consult a qualified medical professional for diagnosis and treatment.
Carelix does not provide medical advice, diagnoses, or treatment plans. The information on the Platform is not a substitute for professional medical consultation.
In case of a medical emergency, call 112 (India's emergency number) or go to the nearest hospital immediately. Do not rely on Carelix for emergency medical care.
Carelix does not guarantee any specific health outcome from services booked through the Platform.
Blog articles and educational content published on the Platform are for general information only and should not be acted upon without consulting a qualified healthcare professional.
9 Partner With Us — Doctors, Freelancers, and Vendors
Carelix's Platform allows healthcare professionals and staffing agencies to register as Partners (Doctors, Freelancers, and Vendors) through the app or via carelixhealthcare.com/company or carelixhealthcare.com/individual. Partners are subject to separate agreements:
- Doctors: governed by the Doctor Service Agreement and Doctor T&C & Privacy Policy.
- Freelancers (nurses, caretakers, attendants): governed by the Freelancer Service Agreement and Freelancer T&C & Privacy Policy.
- Vendors (staffing agencies): governed by the Vendor Service Agreement and Vendor T&C & Privacy Policy.
These separate documents are available on the Platform and take precedence over these Website Terms for Partners.
10 Intellectual Property
All content on the Carelix Platform — including the name 'Carelix', logo, website design, text, images, blog articles, service descriptions, and package details — is the exclusive intellectual property of Carelix Healthcare Pvt. Ltd.
You may not copy, reproduce, distribute, modify, or use any Carelix content without prior written permission.
User-generated content (such as reviews) remains your property but you grant Carelix a non-exclusive, royalty-free licence to display and use such content on the Platform.
You must not post content that infringes any third party's intellectual property rights.
11 Platform Availability and Changes
Carelix strives to maintain Platform availability but does not guarantee uninterrupted access. The Platform may be temporarily unavailable due to maintenance, updates, or technical issues.
Carelix reserves the right to modify, suspend, or discontinue any feature or service on the Platform at any time without prior notice.
Service availability varies by city and location. Carelix does not guarantee service availability in all listed cities at all times.
12 Third-Party Links and Services
The Carelix Platform may contain links to third-party websites, social media platforms (YouTube, Facebook, Instagram, X, LinkedIn, WhatsApp), and partner laboratory or radiology service providers. Carelix is not responsible for the content, privacy practices, or accuracy of third-party websites. Visiting third-party links is at your own risk.
13 Limitation of Liability
To the maximum extent permitted by applicable law:
Carelix is not liable for any indirect, incidental, special, or consequential damages arising from your use of the Platform.
Carelix is not liable for the clinical decisions, advice, or outcomes of healthcare professionals booked through the Platform.
Carelix's maximum liability to you for any direct damage arising from a confirmed booking shall not exceed the amount paid by you for that specific booking.
Carelix is not liable for losses due to Platform downtime, payment gateway failures, or force majeure events (natural disasters, government orders, epidemics, etc.).
14 Indemnity
You agree to indemnify and hold harmless Carelix, its officers, directors, employees, and agents from any claims, losses, damages, or legal costs arising from: (a) your use of the Platform in violation of these Terms; (b) your breach of any applicable law; (c) any false or misleading information you provide; or (d) your abusive or unlawful conduct towards a healthcare professional.
15 Governing Law and Dispute Resolution
These Terms are governed by the laws of India.
Any dispute shall first be attempted to be resolved through good-faith negotiation.
If unresolved, disputes shall be subject to the exclusive jurisdiction of courts in Gurugram, Haryana.
For consumer disputes, users may also approach the appropriate Consumer Disputes Redressal Forum under the Consumer Protection Act, 2019.
16 Changes to These Terms
Carelix may update these Terms at any time. Updated Terms will be posted on the Platform with the revised effective date. Continued use of the Platform after the updated Terms are posted constitutes your acceptance. We recommend reviewing these Terms periodically.
17 Contact Us
For queries about these Terms, contact us at:
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