Terms & Conditions

Effective

February - 2026

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This Service Agreement (“Agreement”) is executed between:

SunLife HealthCare Health Services Private Limited, having its registered office at Empire Square Building, S3, 2nd Floor, Road No. 36, Jubilee Hills, Hyderabad, Telangana – 500033 (hereinafter referred to as “SunLife HealthCare”), including its successors, affiliates, franchise partners, and authorized representatives,

And

The individual availing services through SunLife HealthCare, whose name is listed as the “Primary Contact” in the SunLife HealthCare Agreement and on the corresponding invoice (hereinafter referred to as the “Client”).

1. Client Identification and Consent

The Client is defined as the person registered as the “Primary Contact” in SunLife HealthCare’s records and reflected on official invoices.
Service requests may be initiated through SunLife HealthCare’s Call Centre on behalf of the Client; however, final authorization and confirmation rest solely with the Client.
At the time-of-service activation, Client agreement is generated and communicated by a SunLife HealthCare representative to the Client’s registered Email. The Client’s acceptance of the Agreement constitutes formal authorization to commence services and shall serve as legally valid confirmation for operational, billing, and contractual purposes.
The Agreement becomes effective on the date of the Client’s Agreement.

2. Definition of Home Healthcare Professional (HHP)

Under this Agreement, a Home Healthcare Professional (HHP) refers to any trained individual assigned by SunLife HealthCare to provide in-home care services.
HHPs are categorized as follows:

2.1 Caregivers
This category includes trained personnel such as home health aides, geriatric attendants, and similar support staff who assist with daily living activities, personal hygiene, mobility support, companionship, and basic health monitoring. While they may not possess formal medical degrees, they are trained and oriented to provide dependable and compassionate care.

2.2 Nurses
This includes qualified professionals such as ANMs, GNMs, and BSc Nurses who are licensed to provide clinical care including medication administration, wound management, injections, vital monitoring, and condition-specific nursing procedures.

All HHPs are required to perform duties strictly within the scope defined in the Patient Care Plan (PCP) and their professional training.

3. Scope of Services

The Patient Care Plan (PCP) represents the official and exclusive scope of services under this Agreement. It is prepared at the start of services and outlines the patient’s condition, required assistance, and specific responsibilities assigned to the HHP.
The PCP is based entirely on information provided by the Client or their authorized representative. All tasks performed must align strictly with the PCP. Additional responsibilities may not be assigned without prior approval from SunLife HealthCare.
The Client agrees to:
• Review and update the PCP periodically to reflect changes in the patient’s condition.
• Inform SunLife HealthCare promptly of any modifications in care requirements.
• Ensure that the HHP performs only those duties outlined in the PCP.
The PCP is accessible through SunLife HealthCare’s Care Manager platform. Any deviation from the agreed scope may result in service disruption.

4. Responsibilities of SunLife HealthCare as a Homecare Marketplace

SunLife HealthCare functions as a technology-enabled homecare facilitation platform connecting Clients with independent HHPs.

Its responsibilities include:

4.1 Verification and Empanelment
Conducting background checks, identity verification, and credential validation before onboarding professionals.

4.2 Matching and Deployment
Assisting Clients in identifying suitable professionals based on needs and location. Final selection remains with the Client.

4.3 Orientation and Briefing
Providing initial guidance and communicating the PCP to the HHP before deployment.

4.4 Platform Access
Facilitating service bookings, documentation, payments, and communication through SunLife HealthCare’s authorized company representatives.

4.5 Care Coordination
Offering support through Care Managers for feedback collection, issue resolution, and replacements.

4.6 Billing and Documentation
Generating invoices, collecting payments, and issuing digital receipts. Service documentation is shared digitally.

4.7 Safety Guidance
Offering advisory support regarding safety practices and optional police verification. SunLife HealthCare does not supervise the Client’s home environment.

4.8 Service Monitoring

Conducting periodic follow-ups to maintain service quality.

4.9 Replacement Support
Making reasonable efforts to provide a replacement HHP within 48–72 hours, subject to availability.

4.10 Nature of Engagement
HHPs are independent service providers and not employees of SunLife HealthCare. Daily supervision remains the Client’s responsibility.

5. Client Responsibilities

The Client agrees to:

5.1 Provide a Safe Work Environment
Ensure a respectful, hygienic, and harassment-free workplace.

5.2 Follow the Patient Care Plan
Assign only those duties specified in the PCP. Non-care-related tasks are prohibited.

5.3 Supervise Daily Activities
Oversee conduct and performance of the HHP.

5.4 Report Incidents Promptly
Communicate issues such as absenteeism or dissatisfaction through official channels.

5.5 Safeguard Personal Property
SunLife HealthCare is not liable for loss or damage to personal belongings.

5.6 Maintain Financial Boundaries
No tips, loans, or personal payments outside official billing channels.

5.7 Provide Necessary Supplies
Provide caregiving tools, PPE, and—if live-in—accommodation, meals, water, bedding, and hygienic facilities.

5.8 Ensure Adequate Rest
Live-in professionals must receive 8 hours uninterrupted rest and 2 hours personal time daily.

5.9 Use Official Communication Channels
All communication must occur via the app, helpline, or official email.

5.10 Provide Medical Assistance in Emergencies
Arrange immediate basic care if the HHP becomes ill or injured.

5.11 Outstation Travel Compliance
Obtain written consent from the HHP and notify SunLife HealthCare 48 hours in advance.

5.12 Workplace Unsuitability
SunLife HealthCare may withdraw services if conditions are unsafe or Agreement terms are violated.

5.13 Maintain Updated Contact Information
The Client must ensure that all personal and service-related information shared with the SunLife HealthCare Patient Care Advisor remains accurate and updated at all times.

5.14 Police Registration
Encouraged for long-term assignments; documents will be provided upon request.

5.15 No Unlawful Detention
Restriction of HHP movement is strictly prohibited.

6. Service Charges & Payments

6.1 Enrolment Fee
A non-refundable one-time fee applies. This covers administrative, onboarding, and service setup costs.

6.2 Advance Payment
All services, whether one-time, short-term, or recurring, must require advance payment. SunLife HealthCare reserves the right to withhold service deployment or suspend ongoing service in the absence of timely payment.

6.3 Payment Modes
Invoices will be sent via email and also made available within SunLife HealthCare’s group for the client's reference
Payments must be made to authorized accounts or through approved digital platforms listed on the invoice. No cash payments are accepted. And any cash payment made to its staff is at the Client’s sole risk.

Cheque payments are accepted only with prior approval. Cheque dishonour will incur a penalty of ₹500.

6.4 Billing Cycle
Long-term services are billed monthly; short-term services are billed upfront.
For fixed-duration services, the total amount is billed upfront for the full term.

6.5 Late Payment Interest
15% per annum applies to overdue payments.
Continued delay may lead to temporary suspension or permanent termination of services.

6.6 No Partial Payments
Full invoice amount required unless approved.

6.7 Annual Escalation
12% annual increase for long-term engagements.

6.8 Refunds
Unused advance refunded pro rata (after applicable deductions) within 15 working days.

6.9 Payment Confirmation
Digital receipt issued upon realization.

6.10 Taxation
Fees include applicable GST unless stated otherwise. Any future charges in tax law shall be applicable automatically without needing a formal amendment to this agreement.

7. Agreement Termination

7.1 Termination By Client
The Client may terminate this agreement by providing a minimum of 7 days’ notice to Sunlife HealthCare through the Sunlife HealthCare’s Care manager, official email (Info@sunlifehealthcare.com), Short notice results in retention of 7 days’ charges.

7.2 Termination In Case of Patient Demise
In unfortunate event of the patient’s death, this agreement shall be deemed terminated effective form the date of demise. Sunlife healthCare will retain one additional day’s service charge beyond the date of passing. This amount covers the administrative coordination, exit support, and transition of the assigned Home Healthcare Professional.

7.3 Termination By SunLife HealthCare
Immediate termination for breach, unsafe, abusive, or unsuitable work environment, or force majeure.

7.4 Automatic Termination
Non-payment may result in automatic termination. If the client fails to make the required renewal payment within the due date and does not respond to follow-up reminders.

7.5 Refund Timeline
Refunds processed within 15 working days.

8. Liability & Disclaimer

8.1 Independent Status of Home Healthcare Professionals
SunLife HealthCare facilitates the connection between Clients and Home Healthcare Professionals, who operate as independent service providers SunLife HealthCare does not employ these professionals and is therefore not liable for their actions, omissions, misconduct, or negligence during the course of service.

8.2 Client Supervision
The Client acknowledges that on-site supervision and daily oversight of the Home Healthcare Professional rests solely with the client and/or their family. SunLife HealthCare does not exercise real-time control over the caregiving environment or day-to-day care tasks.

8.3 Third-Party Services Limitations
SunLife HealthCare shall not be held responsible for the quality accuracy, or outcomes of services or products provided by the third-party vendors, including diagnostics, pharmacy deliveries, medical equipment providers, or any suppliers not directly employed by SunLife HealthCare.

8.4 Limitation of Liability
To the maximum extent permitted by law, neither party shall be liable to the other for any indirect, incidental, special, punitive, or consequential damages, including loss of data, good will, or anticipated profits, arising out of or related to this Agreement.

8.5 Force Majeure
SunLife HealthCare shall not be held liable for delays, disruptions, or non-performance of services due to circumstances beyond its reasonable control, including but not limited to natural disasters, pandemics, strikes, lockdowns, government restrictions, internet outages, or other force majeure events.

9. Non-Solicitation & Direct Engagement

9.1 Restriction
The Client agrees that they shall not directly or indirectly hire, retain engage, or enter into any formal or informal arrangement with any Home Healthcare Professional who has been deployed by SunLife HealthCare, for a period of six(6) months after the termination or completion of SunLife HealthCare services.
Purpose of this Clause
• Protect SunLife HealthCare’s investment in sourcing, vetting, training, and managing professionals;
• Ensure continuity and availability of vetted professionals for all clients;
• Prevent circumvention of the SunLife HealthCare platform and its ethical hiring model. Allowing direct engagement outside the platform undermines the sustainability of the caregiving ecosystem and violates the trust and structure upon which SunLife HealthCare services are delivered.

9.2 Consequences of Violation:
If the Client is found to have directly engaged or solicited a Home Healthcare Professional bypassing SunLife HealthCare
Violation results in ₹50,000 liquidated damages, forfeiture of refunds, and possible legal action.
SunLife HealthCare reserves the right to initiate legal action for breach of contract and recovery of damages.

9.3 Duty to Report Direct Approaches
In the event a Home Healthcare Professional approaches the Client seeking direct engagement or solicits work outside of SunLife HealthCare, the Client agrees to report the incident immediately to SunLife HealthCare via official communication channels.

10. Modifications

SunLife HealthCare may revise this Agreement. Continued use constitutes acceptance of updates.

11. Dispute Resolution

Disputes shall first be resolved amicably.
If unresolved within 15 working days, mediation shall follow.
Failing mediation, legal proceedings may be initiated.
Indian law applies,

12. General Provisions

No employer-employee relationship is created.
Client data is protected per applicable laws.
This Agreement overrides conflicting communications.

13. Acceptance

By making payment and/or signing the Client’s Agreement, the Client confirms that they have read, understood, and agreed to this Agreement. Continued use of services implies ongoing acceptance of any updates.