HealAssist Subscription — Terms and Conditions

1. Who we are

1.1 HealAssist Healthtech Private Limited ("HealAssist", "we", "us"). CIN U86900HR2026PTC140418. GSTIN 06AAICH4206J1ZO. Office: Innov8, 9th Floor, Tower D, Unitech Cyber Park, Sector 39, Gurugram, Haryana 122001. Email: care@healassist.in. Phone: +91 95181 89197. WhatsApp: +91 93108 17792.
1.2 We are a patient-navigation service for families. We are not insurance, not a hospital, not a clinic, not a doctor and not a law firm. We do not pay, reimburse or guarantee any medical bill or any payment from an insurer.

2. Who these Terms apply to

2.1 "You" means the person who books a call or buys the subscription. "The Patient" means the one adult the subscription is for. You and the Patient may be the same person.
2.2 You must be 18 or older and able to make a contract. The Patient must be 18 or older. We do not work with patients under 18.
2.3 One subscription is for one Patient. Everyone who uses your family login is bound by these Terms, and you are responsible for them (clause 10).

3. The free call and the care plan

3.1 Anyone may book one free call of up to one hour, on video, with a HealAssist Heal Assistant (an oncology nurse or Heal Assistant). It is not a medical consultation: no examination, diagnosis, second opinion or prescription.
3.2 After the call we send a written care plan. It is free, yours to keep, and does not oblige you to buy anything.
3.3 The care plan is information to help you organise care. It is not medical advice. Your treating doctors decide all treatment.

4. The subscription: price and what is included

4.1 Price: ₹5,499 per quarter (3 months), including GST at 18%. Paid in advance at the start of each period. There are no other charges except extras you agree to under clause 6.
4.2 Included: a named Heal Assistant for your family; WhatsApp support, where a person is always there to reply; the Heal Assistant's work listed in clause 5; the family website; a written report every month. Work we do without your written approval is never charged.
4.3 The subscription period starts on the day you pay.

5. What your Heal Assistant does, and never does

5.1 Your Heal Assistant may, as the family asks: book and follow up on hospital appointments and paperwork; collect and organise reports and records; check bills; handle papers and follow-up with your insurer or TPA on the Patient's written authority; find financial-aid schemes and help with forms; find where medicines are available; help you understand your doctor's plan; help you arrange a second opinion; plan hospital trips; and listen.
5.2 Your Heal Assistant will never:
(a) give a medical opinion, diagnose, prescribe, or change or question your treatment; all medical decisions belong to you and your treating doctors;
(b) receive, hold or pay any money for you, or sign any financial undertaking;
(c) file, sign, appear or argue for you before the Insurance Ombudsman, a consumer commission, a court or any authority; we may help you prepare papers, which you sign and file yourself;
(d) consent to or refuse any treatment for the Patient;
(e) take any money, commission, gift or favour from any hospital, insurer, TPA, doctor, lab or pharmacy;
(f) act as an emergency service; in an emergency, call your treating doctor or go to the nearest emergency room, and call 112 if you cannot reach them;
(g) guarantee any result: an appointment slot, an insurer's decision or amount, a scheme's approval, a bill amount, or how any hospital or doctor acts.
5.3 Our automated assistant answers first on WhatsApp. It never gives medical advice. If a message suggests an urgent problem, it tells you to contact your treating doctor or emergency services and alerts our team.
5.4 We work anywhere in India by phone, video and WhatsApp. In-person help at a hospital, if offered, is only in Delhi NCR and is an extra under clause 6.

6. Extras

6.1 Hospital visit: ₹999 per visit, GST included. Cab fare extra, at actual cost.
6.2 Before any extra, we tell you the item and the price. We charge only after you agree in writing (WhatsApp counts), through a payment link. Work starts after payment.
6.3 Discount codes do not apply to extras.

7. Independence

7.1 We are paid only by the families we serve. We take no money, commission or favour from any hospital, insurer, TPA, employer, doctor, lab or pharmacy.
7.2 When we share options, we share facts. You choose.

8. Codes and disclosure

8.1 A code gives you the discount shown at checkout. One code per subscription. The discount shows on your invoice.
8.2 If a person gave you the code, HealAssist may pay that person for bringing you to us: a share of what you pay, or a fixed amount; once, or on later payments, as agreed with that person. You pay the same price or less because of the code, never more. That person does not work on your case and does not see your health information. Buying or renewing any insurance policy is never a condition of this subscription, and the subscription is never given free or discounted with a policy.

9. Payment

9.1 By UPI, card or net banking through Razorpay. We never see or store your card or bank details.
9.2 You choose, for each period, AutoPay (a recurring mandate on UPI or card: Razorpay sends you a notice at least 24 hours before each charge; you may stop the mandate at any time in your UPI app, with your bank, or from your family website) or a pay link sent 7, 3 and 1 day before the period ends.
9.3 You get a GST tax invoice for every payment, on the family website and by email if you gave one. The invoice uses the billing state you give us as the place of supply: CGST and SGST if that state is Haryana, IGST otherwise.
9.4 If a period is unpaid after it ends, routine work pauses 7 days after the period end until you pay. Replies to urgent messages continue while paused. When you pay late, the new period starts on the day you pay, and any AutoPay mandate must be approved again.
9.5 If an AutoPay charge fails, we stop that mandate and send you a pay link. If two payments land for one period, we refund one.

10. Your account and family login

10.1 Your account is created when you first pay. The login ID is your mobile number, with a password you set or a one-time code sent to that number.
10.2 It is one login for the family. Anyone who has the password sees everything in the account. You decide who gets it, and you are responsible for what they see and do. We cannot give one family member less access in this version. Keep the password private; tell us at once if it is compromised.
10.3 One mobile number is one account. A second patient needs a second subscription and a second mobile number.
10.4 Documents you upload must be the Patient's or the family's own. Do not upload anything you have no right to share.

11. Authority letter and information

11.1 After you join, the Patient (or a person with legal authority for the Patient, who states that basis) signs a limited authority letter online. It lets named hospitals, doctors, insurers and TPAs share information with HealAssist and lets us follow up for the Patient. It never allows clause 5.2(a)–(d). The Patient may revoke it at any time in writing.
11.2 You agree to give true and complete information, and to tell us when a hospital, doctor, insurer or authorised person changes.
11.3 All medical, financial and legal decisions are yours.

12. Cancellation

12.1 You may cancel at any time: on the family website (Billing → Cancel / ask for refund) or by WhatsApp to +91 93108 17792. We confirm in writing within 24 hours. We use no "are you sure?" pressure, hidden buttons or repeated messages.
12.2 We stop any AutoPay mandate from our side the same day. You may also stop it yourself.
12.3 We may end the subscription with 15 days' written notice if: the Patient or family abuses or threatens our staff; you ask us to do anything unlawful or anything in clause 5.2; or a period stays unpaid 7 days after it ends. Clause 13 applies to unused prepaid months.
12.4 If the Patient passes away, tell us. We stop every automated message and every payment at once and refund under clause 13.

13. Refunds

(full text: Refund Policy, which is part of these Terms)
13.1 Full refund if you cancel within 7 days of your first payment, even if the care plan and first steps are done. This applies to the first payment only.
13.2 After 7 days, and on every renewal: we refund the unused full months of the period you paid for. The month you cancel in counts as used.
13.3 Extras: full refund only if the work has not started. No refund once delivered.
13.4 Refunds are of the amount you actually paid, after any discount. HealAssist decides on each refund request within 2 working days; an approved refund then goes to the original payment method within 7 working days. We issue a GST credit note for every refund.
13.5 Nothing here limits any refund you are entitled to by law.

14. Liability

14.1 We do our work with reasonable skill and care.
14.2 We are not liable for the acts, decisions or omissions of hospitals, doctors, insurers, TPAs, pharmacies, schemes or government bodies, or for any medical outcome.
14.3 Our total liability for any dispute or demand is limited to the subscription fees you paid in the 3 months before it arose. This does not limit liability for our fraud, gross negligence, wilful misconduct, a data breach caused by us, or anything that cannot be limited by law.
14.4 Nothing in these Terms takes away your rights under the Consumer Protection Act, 2019.

15. Privacy

15.1 Your data is handled under the HealAssist Privacy Notice, which is part of these Terms.
15.2 Our SMS, WhatsApp and email messages never name the Patient's illness or treatment.

16. Grievance Officer

Name: Robin Singh · Designation: Director · Email: robin.singh@healassist.in · Phone: +91 95181 89197 · Address: Innov8, 9th Floor, Tower D, Unitech Cyber Park, Sector 39, Gurugram, Haryana 122001
We acknowledge complaints within 48 hours and resolve them within one month.

17. Changes to these Terms or the price

17.1 We give at least 30 days' written notice (WhatsApp, SMS or email) of any change. A price change applies only from your next period after the notice.
17.2 If you do not accept a change, cancel before it takes effect and we refund unused prepaid months under clause 13.

18. Law and disputes

18.1 Indian law applies.
18.2 Contact the Grievance Officer first. If that does not resolve it, you may go to the consumer commission with jurisdiction, including where you live, or to the courts at Gurugram, Haryana.
18.3 Arbitration only if both sides agree in writing after the dispute arises.

19. General

19.1 Ticking "I accept" at checkout is a valid electronic acceptance (IT Act, 2000, s.10A).
19.2 These Terms, the Privacy Notice, the Refund Policy and the authority letter are the whole agreement. If one clause is invalid, the rest still apply.
19.3 These Terms are available in English and Hindi. If they differ, the English text applies.