Cancellation Policy for Sale and Usage Orders
- How and till when can I modify my order?
You can modify your usage order of your medical equipment up until the device is installed
and used by the customer. Once used by the customer, we shall charge some minimum
expenses for disinfection and installation charges. You can email us with the modification
details or call us. The delivery time and date may change due to the modification.
If you modify the order before delivery, rent and deposit will be charged as per rates
mentioned on the website at the time of ordering. The usage agreement to rent is a
non-transferable contract. As a customer and party to the contract, you cannot shift the
equipment from the address mentioned in the original delivery address to anywhere else. In
case of a change of address, you are advised to inform us two weeks prior to shifting, and
only after submission of the new address and the revised address proof, will the shifting be
conducted. - What is the procedure for cancelling an existing order?
Once delivered, an existing order cannot be cancelled. You can cancel your order up until
before the agreed date of delivery without any extra cost. You can place a cancellation request
by emailing or calling us. You can call the call center on all days between 7 am till 8 pm or
email us at reach@drsanjayshomecare.com. - Can I return any of the medical equipment or the entire order if I do not
like the medical equipment at the time of delivery?
Only equipment with major defects or non-functionality will be taken back. Such cases have
to be brought to our notice to our call center within 48 hours of the delivery. Post this period,
no returns will be allowed.
No equipment will be taken back if the equipment delivered is as per the request mentioned
on the website, so you are advised to check the specified requirement as per your doctor’s
prescription before placing the order. Once the Homecare delivery team personnel leave your
premises with your satisfaction basis your order, a return may not be availed by you.
Consumables such as tubings, syringes, dressings, certain masks, suction equipment,
and hygiene products cannot be returned for health and medical safety reasons. - Can I modify my usage duration after placing my order?
We rent medical equipment for a minimum duration of 2 weeks and beyond 2 weeks, usage
charges apply on a weekly basis. If your order has not yet been delivered, you can simply get
in touch with our customer care team to modify the usage duration. In such a scenario, your
usage amount will be calculated based on the revised tenure (minimum period will still be 2
weeks).
However, once your order has been delivered and your usage has begun, you may only
increase the contract tenure but not reduce it. In case of early termination, the usage will
still be calculated on the original duration of the usage agreement you signed up for and
no refund will be possible on the reduced contract tenure. The contract for your
equipment can be extended for the desired period by notifying us 48 hours prior to the end
of the contract. A usage extension agreement will be emailed to you and you will sign the
same and return it back to us.
Shipping Policy - When and where do you deliver? Who does the installation?
We currently offer in-person delivery in major metropolitan areas. For other cities, we ship
via courier and provide online support for installation and demonstrations. We operate 7 days
a week. Our specialized biomedical engineers exclusively handle equipment installation.
Crucially, please do not open the packaging until our engineer arrives at your home (or
contacts you for installation in other cities). Installation and training typically occur within
24 hours of delivery. You may need to present your medical prescription to our engineer to
ensure accurate machine settings as per your doctor’s instructions and to align with your
overall care plan. In exceptional cases and for critical medical conditions, installation can be
expedited through our call center. - Do you help us with relocation of the rented medical equipment?
Yes, we can help you with the relocation of our usage medical equipment (at a nominal cost)
to a different address within the same city. We will need address proof and your ID for the
new address. The relocation service may be availed of only once in the tenure of the contract.
We advise customers not to relocate the medical equipment themselves. If any damages
occur while a customer attempts to relocate the usage equipment, the damage cost would be
recovered from the customer. During the relocation, some of the consumables may have to be
replaced and the cost of the consumables have to be borne by you. - What if I am not at home at the time of delivery?
In case of your unavailability, please let us know the details of the person who will be
receiving the equipment. We would need an acknowledgement email from the customer with
the nominee’s Government ID proof. We do this to ensure that your order is in safe hands. - What if my building does not have a lift?
Some of the medical equipment is bulky. In case you do not have a lift or permission to use
the lift at your premises, extra labor charges will be applicable to carry the equipment via
stairs. This amount will depend on the order size and floor level. - What if my society does not allow delivery vehicles inside?
Please note that you are responsible for securing prior permission from your society/gated
community for the entry of the commercial delivery vehicle inside the premises. Please
ensure that you have completed all the required “entry gate” documentation and also paid all
charges as required by your society prior to our delivery team’s arrival. - What happens to the pick-up of the usage machine when the contract ends?
We will call you 48 hours prior to the scheduled end-date and time of the contract to fix the
pick-up date and time. If you choose to keep your equipment for longer than the agreed
tenure or return it before the agreed date due to some reason, you can mail us 48 hours in
advance. Once the pick-up date and time are confirmed, you will be required to clean the
usage equipment of all dust from the outer/inner surfaces, empty the humidifier of water (if
required), and keep the machine disconnected from the power supply. For all equipment, our
delivery team will also do a visual check for any damages and damages (if any) will be
brought to your notice immediately. We will also need the original packaging/carton provided
at the time of the delivery.
Payments - How can I pay? What payment options do you support?
We support multiple payment methods regarding our website – credit cards, debit cards, net
banking, card-based EMIs (based on your credit card issuing bank), cheque at doorstep, and
also cash on delivery (limited to Rs. 10,000). We do not support ‘credit/debit card at
doorstep’ currently. If you are ordering via our call center, you can pay us online using an
online payment link or via cheque. We do not support payment via wallets such as Paytm at
the moment. - Do you offer a loan for medical equipment?
We do not offer any loans ourselves. However, we have tied up with personal loan
aggregators (such as Fibe or similar partners) to help our customers avail personal loans to
finance their equipment purchase. The loan is based on your credit score; the interest rates are
decided by the aggregator and the credit arrangement is purely between you and them. You
will be required to sign the loan agreement with them and a consent letter that enables them
to transfer the monies to us. Post the loan disbursal to our bank account, we will arrange
shipment of the equipment to you. We do not offer any loans for paying your usage charges
for our usage equipment. - Can I opt for EMIs?
Yes, you can convert your online credit card payment to EMIs based on the policy of your
credit card issuing bank. Dr. Sanjay’s Homecare does not have anything to do with this
arrangement. - Can I pay by cash?
We limit cash payments to INR 10,000 for any transaction per customer. A copy of your PAN
card will be required for all cash payments. - Do I have to pay for my usages in advance?
Yes, you will need to pay for the full deposit (refundable) and the full usage charges for the
duration of the usage agreement in advance (i.e., at the time of placing the order). We do not
offer any deferred usage fees collection mechanism.