- Can I return ordered equipment at the time of delivery?
We make sure our medical equipment is in perfect working condition when it reaches you.
We source directly from the medical OEMs/their authorized distributors in India. All our
equipment is supported by the respective brands’ warranties. Dr. Sanjay’s Homecare does not
warranty any equipment itself.
For usage equipment, there are a series of stringent quality checks that are undertaken on
every piece of equipment before delivery by us. We also completely sanitize/disinfect all
equipment rented to you. We do not rent consumables such as tubings and disposable masks
for safety reasons. However, if the machine we have sold is defective and you wish to return
it, this must be done within 48 hours of the installation. Only equipment with major defects
or non-functionality will be taken back. Since the specifications for all medical equipment are
clearly mentioned on the website, we will not be able to accept any returns based on that
criteria. Any return of usage equipment will be treated as early termination of the usage
contract and you will still be charged for the original tenure of the usage agreement you
signed up for. - How would I get my refundable deposit back for usages?
We take a refundable deposit (amount specified at the time of placing the order) from you.
The deposit is fully refundable. We do a detailed quality check of the rented equipment once
it is returned to us. If a clean chit is provided based on the QC report and all your dues
towards Dr. Sanjay’s Homecare have been cleared, the entire deposit will be transferred back
to your account via NEFT within a maximum of 7-10 working days. The bank transfer
would be made only to the customer who made the deposit in the first place and on whose
name the usage agreement was done. - Why have I been charged “cheque bounce charges”?
If you have given a cheque towards payment for services and the same has been bounced for
various reasons, you will be charged a fee of Rs. 250 per cheque as penalty. - Does Dr. Sanjay’s Homecare offer repair and maintenance services?
● For sale machines: All our medical devices are supported by the original equipment
manufacturers’ (OEM) warranties. Dr. Sanjay’s Homecare does not offer any repair
and maintenance services directly. In case any of the machines sold by us develops a
fault (and is still under warranty), you will need to call the respective OEM’s
customer support number. A card with all contact numbers will be provided to you
post-installation.
● For usage machines: In case any of our usage machines turn defective, we offer a
free “swap out / swap in” service, where the defective machine is taken back by us
and a working machine is provided free of charge to avoid service disruption. This
may take a day based on availability. - If I need help with the functioning and operation post-delivery, how can I
reach out?
You can call our call center between 7 am till 8 pm or email us at
info@drsanjayshomecare.com. We will attempt to troubleshoot and guide you on the
phone. However, if a biomedical engineer visit is again required, this will be a chargeable
service. - Do you offer intense or emergency medical services for patients on
equipment like ventilators, home ICU etc?
No. Dr. Sanjay’s Homecare does not offer any critical medical services at home. We also do
not offer any ambulance services. We are also not a replacement for intense hospital care. In
case of any medical emergency, please take the patient to the nearest hospital.
Comprehensive Cancellation & Termination Policy
Dr. Sanjay’s Homecare commits resources, reserves professional time, and
allocates medical equipment immediately upon order confirmation. To maintain
operational efficiency and fair compensation for our medical professionals, the
following cancellation terms apply to the Overall Proposal: - General Cancellation Principles
● Mode of Communication: All requests for cancellation, termination, or
rescheduling must be communicated in writing via email to [Insert Email ID]
or via the official customer support helpline. Verbal cancellations made solely
to the visiting staff (nurse/doctor) will not be considered valid.
● Time Calculation: The “Notice Period” is calculated from the time the written
request is received by our office during working hours (9 AM – 7 PM).
Requests received after hours will be considered received on the next
business day. - Single Visit Services
(Applicable to: Specialist Consultations, Physiotherapy Sessions, Audiometry,
Diagnostics, Single Nursing Procedures)
Notice Given Cancellation Fee / Policy
24 Hours Prior No Charge. Full refund or free rescheduling.
4 to 24 Hours Prior 50% of the Visit Fee will be charged/deducted.
< 4 Hours or “No Show” 100% of the Visit Fee will be charged.
Definition of “No Show”: If the medical professional arrives at the Client’s location
and is denied entry, or if the patient/guardian is unavailable for the appointment after
a 15-minute wait period, it is treated as a completed visit.
- Long-Term / Recurring Care Plans
(Applicable to: 12hr/24hr Nursing, Caregiver services, Monthly Physiotherapy
Packages)
● Minimum Contract Period: All recurring care plans have a minimum lock-in
period of 7 days unless otherwise specified in the specific service contract.
● Cancellation Notice: To terminate a long-term service, the Client must
provide a minimum 7-day notice period.
o If notice is given: Billing stops on the 7th day from the notice date.
o If immediate termination is requested: The Client will be billed for the
7-day notice period regardless of whether services are utilized.
● Medical Exception (Hospitalization): If the service needs to be stopped
immediately because the patient is hospitalized or has passed away:
o The 7-day notice period is waived.
o Charges will be calculated on a pro-rata basis up to the last shift
worked.
o Proof of hospitalization (Admission Advice) or Death Certificate must
be submitted for the waiver.- Medical Equipment Rentals
● Pre-Dispatch Cancellation: Orders cancelled before the equipment leaves
our warehouse will attract a nominal administrative fee of INR 500.
● Post-Dispatch/Refusal at Doorstep: If the equipment reaches the Client’s
location and is refused (for reasons other than defect), the Client is liable for
two-way transport charges plus a 1-day rental fee.
● Early Return:
o Minimum Tenure Rule: If equipment is returned before the completion
of the mandatory minimum tenure (2 weeks), the Client will be charged
for the full minimum tenure.
o Post-Minimum Tenure: If the minimum tenure has passed, billing is
calculated up to the date of pickup. No refunds are issued for the
remaining days of a pre-paid month if the device is returned mid-month
(unless on a daily rental plan).- Termination by Dr. Sanjay’s Homecare
Dr. Sanjay’s Homecare reserves the right to immediately terminate or suspend
services without notice and without refund in the following scenarios:- Safety Hazards: The home environment is deemed unsafe, unsanitary, or
hazardous for our staff.- Abuse & Harassment: Any instance of verbal abuse, physical threat, sexual
harassment, or discrimination toward our staff by the patient or family
members.- Non-Payment: Failure to clear outstanding invoices or replenish advance
deposits within 48 hours of a payment reminder.- Clinical Non-Compliance: If the patient or family consistently refuses to
follow the prescribed medical care plan, rendering the service ineffective or
dangerous.- Staff Poaching: Any attempt by the Client to privately hire Dr. Sanjay’s
Homecare staff, bypassing the agency.- Refund Processing
● Timeline: Approved refunds are processed within 7 to 10 business days
from the date of final settlement.
● Method: Refunds are strictly made via NEFT/Bank Transfer to the original
source account. Cash refunds are not permitted under any circumstances.
● Deductions: All refunds are subject to the deduction of:
o Outstanding service charges.
o Cost of unreturned or damaged consumables/equipment.
o Applicable taxes (GST already paid to the government cannot be
refunded).