+91 98465 80165, 98465 80222
+91 98465 80165, 98465 80222
This document is a comprehensive policy framework prepared for Careping Healthcare Pvt. Ltd. (“Careping”, “Company”, “we”, “us” or “our”) for its healthcare technology platform, website, mobile applications, professional network, home healthcare services and associated healthcare-related services.
This document is intended to establish the proposed contractual, operational, privacy, safety, professional, payment and grievance framework for Careping.
This document:
Where a provision of this document conflicts with a mandatory requirement of applicable law or professional regulation, the mandatory requirement shall prevail to the extent of the conflict.
| Item | Details |
|---|---|
| Company | Careping Healthcare Pvt. Ltd. |
| Jurisdiction | India |
| Primary Operating Location | Bangalore, Karnataka |
| Document | Comprehensive Legal & Operational Policy Framework |
| Version | 1.0 |
| Draft Date | 10 September 2026 |
| Effective Date | [Insert] |
| Review Frequency | At least annually and whenever material regulatory/operational changes occur |
| Website | [Insert official website] |
| Patient App | [Insert] |
| Professional App | [Insert] |
| Customer Support | [Insert] |
| Privacy Contact | [Insert] |
| Grievance Officer | Shinto Joseph |
| Registered Office | CarePing Healthcare Private Limited 154, 1st floor 3rd main 5th cross,MICO layout, Opp Nandanavana Park BTM stage, Bangalore,560076 |
This framework consists of the following policies:
For purposes of this framework:
1. “Careping”
Means Careping Healthcare Pvt. Ltd., together with its authorized employees, representatives, technology systems, contractors and service partners, as applicable.
2. “Patient”
Means an individual who accesses, registers on, books, receives, or attempts to receive healthcare or healthcare-related services through Careping.
3. “Professional”
Means a doctor, nurse, physiotherapist, psychologist, counsellor, speech and hearing professional, dietitian, nutritionist, pharmacist, dentist, technician or other healthcare professional/service provider registered or onboarded with Careping, as applicable.
4. “Healthcare Service”
Includes consultation, nursing care, physiotherapy, counselling, speech and hearing services, therapy, laboratory services, pharmacy services, equipment services and other healthcare services made available through Careping.
5. “Online Consultation”
Means a healthcare consultation conducted remotely through video, audio, chat or another approved digital communication method.
6. “Home Visit”
Means an authorized healthcare service delivered at a patient's residence or another approved location outside a conventional healthcare facility.
7. “Prescription”
Means a prescription or clinical instruction issued by an appropriately authorized healthcare professional in accordance with applicable requirements.
8. “Medical Record”
Includes consultation notes, prescriptions, reports, treatment notes, nursing notes, physiotherapy records, laboratory reports, invoices and other healthcare-related records maintained by or through Careping.
9. “Personal Data”
Means information relating to an identified or identifiable individual, to the extent recognized as personal data under applicable law.
10. “Sensitive Health Information”
Means health, medical, treatment, diagnostic, prescription, biometric or other information requiring enhanced protection under applicable law and professional standards.
11. “Service Provider”
Means an individual, company, clinic, laboratory, pharmacy, hospital, healthcare establishment or other entity providing services through or in connection with Careping.
12. “Booking”
Means a confirmed request for a particular service, professional, date, time, location or consultation mode.
13. “No-Show”
Means a situation where a patient or professional fails to attend or participate in a confirmed appointment without an approved cancellation.
14. “Emergency”
Means a situation requiring immediate medical attention where delay may result in serious harm, deterioration or death.
Careping shall operate its services around the following principles:
Careping may modify, add, suspend or discontinue services where operational, technical, safety, regulatory or commercial circumstances require such action.
These Terms govern a patient's access to and use of Careping's platform and services.
By registering, browsing, booking or using Careping services, the patient acknowledges that they have read and understood the applicable terms.
If the patient does not agree with these terms, they should not use the relevant service.
Patients must provide accurate registration information.
Where required:
Patients must not create accounts using false identities or another person's information without authorization.
The patient is responsible for:
Careping may suspend accounts involved in fraud, abuse, impersonation, security threats or material violations of these Terms.
Depending on the particular service, Careping may provide:
The exact legal and operational relationship may differ between services.
Where applicable, clinical care is provided by the relevant healthcare professional or healthcare establishment, and the professional retains responsibility for clinical decisions within their lawful scope of practice.
Patients may request services through available Careping channels.
A booking is considered confirmed only after Careping or the relevant service provider confirms the appointment.
Availability may depend on:
A displayed slot does not necessarily constitute a permanent guarantee until confirmation is generated.
Patients must provide complete and accurate information relevant to the service.
Depending on the service, this may include:
Patients should not intentionally conceal information that could materially affect safe clinical assessment.
Where Careping provides a choice of professionals, patients may consider:
A Careping profile or “verified” designation does not constitute a guarantee of a particular medical outcome.
The treating professional is responsible for clinical judgment within their scope.
Patients acknowledge that:
Patients should follow appropriate professional instructions and seek another clinical opinion where reasonably necessary.
For home services, patients must provide:
Careping or the professional may decline, postpone or terminate a home visit where the environment is unsafe or the required service cannot be safely provided.
Patients must not:
The patient agrees to pay applicable:
Prices may vary based on service, location, professional, time, urgency, equipment or other disclosed factors.
Patients may provide honest and factual feedback.
Reviews must not contain:
Careping may remove content that violates its policies or applicable law.
Careping's:
are protected by applicable intellectual property laws.
Users receive only a limited right to use the platform for lawful personal or authorized purposes.
Careping may suspend or restrict an account where there is reasonable evidence of:
Where appropriate, Careping may provide an opportunity to clarify the matter.
To the extent permitted by law, Careping shall not be responsible for matters outside its reasonable control, including:
Nothing in these terms is intended to exclude liability that cannot legally be excluded.
Professionals must provide accurate information regarding:
Careping may verify professional information through:
Careping may request updated documents at any time.
Professionals remain responsible for:
Careping's technology platform does not replace professional judgment.
A professional must provide services only within:
Professionals must not represent themselves as specialists in areas for which they do not have appropriate credentials.
Professionals must ensure that profile information is:
Professionals must promptly notify Careping of:
Professionals must maintain confidentiality of patient information.
Patient data must not be:
Professionals conducting home visits must:
Professionals must maintain appropriate boundaries.
Prohibited conduct includes:
Professionals must not:
Professionals must:
Repeated unexplained cancellations may result in review or suspension.
Professional payout is subject to:
Careping may conduct reasonable audits regarding:
A professional may be temporarily suspended where there is a reasonable concern involving:
Suspension does not automatically constitute a finding of misconduct.
Careping recognizes that healthcare information requires a high level of privacy and security.
This Policy explains how Careping may collect, use, store, process and disclose information in connection with its services.
Depending on the service, Careping may collect:
Identity Information
Contact Information
Healthcare Information
Transaction Information
Technical Information
Information may be processed for:
Careping shall use appropriate legal grounds, notices and consent mechanisms as required by applicable law.
Where consent is required, Careping should ensure that consent is:
Withdrawal of consent may affect the ability to provide certain services.
Information may be shared with authorized parties where necessary, including:
Careping should apply appropriate contractual and security controls to service providers handling personal data.
Careping shall maintain reasonable security measures appropriate to the nature and risk of the information processed.
Controls may include:
Careping should collect only information reasonably required for identified purposes.
Employees and service providers should not access patient data merely out of curiosity.
Healthcare records and other information shall be retained for periods determined by:
A formal Careping retention schedule should be approved separately.
Subject to applicable law, individuals may have rights concerning their personal data, including applicable rights to:
Requests should be submitted through the designated privacy channel.
Careping shall apply enhanced safeguards to services involving minors.
Where required, consent or authorization from a parent/legal guardian shall be obtained.
Where Careping identifies a suspected personal-data or security incident, it shall activate its incident-response procedure.
Depending on applicable law and the nature of the incident, notification may be made to affected individuals, regulators or other parties.
Online consultations may be offered through:
Online consultation may not be appropriate for every condition.
The professional may determine that:
The patient should understand that remote consultation has limitations, including the inability to perform certain physical examinations or procedures remotely.
Patients should:
Professionals must use professional judgment to determine:
If the consultation cannot proceed because of:
Careping may attempt:
A prescription may be issued only where the professional determines that it is clinically and legally appropriate.
A patient is not entitled to receive a prescription merely because they have paid for consultation.
Careping may coordinate or provide home services including:
Home services are available only within areas where Careping has operational coverage.
Service availability may depend on:
Patients must provide an accurate:
Incorrect location information may result in delay, cancellation or additional disclosed charges.
Patients must ensure that the service environment is reasonably safe.
Careping/professionals may decline or stop a visit where there is:
Professionals conducting home visits should carry or display appropriate identification as determined by Careping.
Patients may reasonably request verification of the professional before permitting entry.
For certain services, Careping may recommend or require a chaperone or another appropriate safety arrangement.
Professionals must maintain appropriate professional boundaries during all home visits.
Where a professional reaches the agreed location and is required to wait because of patient delay, Careping may apply a disclosed waiting-time policy.
Charges may apply where:
A home professional may recommend transfer to a hospital or emergency facility when the patient's condition exceeds the safe scope of home care.
Home healthcare is not a substitute for emergency hospital care.
Refund eligibility depends on:
| Cancellation Timing | Proposed Treatment |
|---|---|
| More than 24 hours before appointment | Generally eligible for full refund, subject to disclosed exclusions |
| 12–24 hours | Partial refund or cancellation charge may apply |
| Less than 12 hours | Refund may be reduced or unavailable depending on service |
| Patient no-show | Refund may be unavailable or reduced |
| Professional cancels | Patient generally eligible for full refund or rebooking |
| Careping cancels for operational reasons | Refund or rebooking option |
| Emergency/exceptional circumstances | Case-by-case review |
| Pharmacy/lab/equipment order | Subject to service-specific return/cancellation rules |
If Careping adopts a policy guaranteeing eligible refunds within a minimum period, the published policy shall expressly state:
“Eligible refunds will be initiated/processed by Careping within a maximum period of 15 calendar days from confirmation of refund eligibility, subject to payment-provider processing timelines.”
The final operational wording should be confirmed before publication.
Refunds should generally be processed to the original payment method where technically and legally feasible.
Bank/payment-provider processing may take additional time.
Certain services may be non-refundable after performance or processing begins, including where applicable:
The applicable terms must be displayed before payment wherever reasonably possible.
Patients may contact Careping support if they believe a refund was incorrectly denied.
Careping may review:
Payments may be made through approved:
A transaction is considered successful only when confirmed through Careping's payment system or authorized payment provider.
The applicable price should be displayed or communicated before confirmation wherever reasonably practicable.
Prices may vary by:
Applicable taxes may be added as required.
Patients shall be responsible for applicable taxes included in the transaction.
Professional payout shall be governed by the relevant professional/commercial agreement.
Payout may be subject to:
Careping may temporarily hold an amount where there is a legitimate reason to investigate:
The hold should be reviewed and released or adjusted after investigation.
Professionals must provide accurate bank details.
Careping is not responsible for delays resulting from incorrect bank information supplied by the professional.
Professionals must not demand unauthorized:
Any additional fee must be authorized and appropriately disclosed.
Careping is a healthcare technology and service platform. The platform itself does not replace the clinical judgment of qualified healthcare professionals.
Information available on Careping should not be treated as a substitute for individualized professional medical assessment.
Healthcare outcomes cannot always be guaranteed.
Careping does not guarantee:
Careping services should not be used as a substitute for emergency medical response.
Patients experiencing potentially life-threatening symptoms should seek immediate emergency medical assistance or attend an appropriate emergency healthcare facility.
Examples may include:
Professionals may instruct patients to seek:
Patients should not delay emergency care while waiting for an online consultation or home visit.
Careping shall maintain a professional verification process appropriate to the category of service.
Depending on professional category, Careping may require:
Verification may cover:
Doctors
Allied Professionals
Nursing
Where a licence or registration has an expiry date, Careping may require renewal evidence before allowing continued service.
Careping may display statuses such as:
The meaning of each status should be clearly defined internally.
A verification badge means only that Careping completed its defined verification process for the information reviewed.
It does not constitute a guarantee of:
Careping may conduct periodic reverification.
Reverification may be triggered by:
Patients and professionals must treat each other with:
The following are prohibited:
Recording consultations, home visits or private conversations should not be undertaken where prohibited by applicable law, professional requirements or Careping rules.
Patients and professionals should use Careping-approved communication channels for service-related communication where available.
Professionals must not use Careping patient information to divert patients away from Careping for unauthorized private commercial arrangements.
Patients must not pressure professionals into unauthorized private services.
Users should report serious conduct concerns through Careping's complaint system.
Serious allegations may be investigated and, where appropriate, escalated to relevant authorities.
Medical records may include:
Professionals must maintain accurate records.
Records must not be intentionally falsified, fabricated or improperly altered.
The professional issuing a prescription remains responsible for the clinical decision and prescription content.
Patients may receive access to applicable records through Careping or the responsible professional/service provider, subject to:
If an error is identified, corrections should be made through an appropriate auditable process rather than by concealing or deleting the original clinical record improperly.
Records may be shared with another healthcare provider when:
Careping may facilitate laboratory services through authorized laboratories/service providers.
Patients should select tests based on appropriate clinical advice where required.
A laboratory booking does not itself constitute medical diagnosis.
Where home collection is available:
A sample may be rejected where:
Laboratory reports are issued by the relevant laboratory or responsible professional.
Careping may facilitate delivery of reports but does not independently certify laboratory findings.
Where applicable, laboratories may follow their own procedures for communicating critical or urgent results.
Patients should not assume that receiving a report through an application replaces professional interpretation.
If a laboratory determines that recollection is required because of sample quality or processing issues, Careping may coordinate recollection according to the laboratory's policy.
Where Careping facilitates medicine ordering, medicines shall be supplied through appropriately authorized pharmacy/service arrangements.
Where applicable, prescription-only medicines shall be supplied subject to appropriate prescription and legal requirements.
The pharmacy or authorized service provider may verify:
A medicine substitution shall not be assumed to be permissible merely because the substitute appears similar.
Where applicable, substitution should follow legal, professional and pharmacy requirements.
Patients should contact Careping promptly if they receive:
Medicine returns, cancellations and refunds shall be subject to applicable law and the pharmacy's approved policy.
Certain medicines may not be eligible for return after dispatch/delivery due to safety requirements.
Patients are responsible for storing medicines according to applicable instructions once delivered.
Careping/pharmacy shall not be responsible for deterioration resulting from improper storage by the patient.
Careping may provide or facilitate:
Product information should include, where applicable:
Patients must use equipment according to:
Where installation is included, only authorized personnel should perform installation where specialized installation is required.
For rented equipment, the agreement may specify:
The patient may be responsible for damage caused by:
Normal wear and tear should be handled according to the applicable rental/warranty terms.
Returns are subject to:
Careping shall provide a structured process for handling complaints from:
Complaints may concern:
Clinical
Professional Conduct
Home Visit
Payment
Privacy
Technology
Laboratory
Pharmacy
Equipment
Step 1 – Receipt
Complaint is received through:
Step 2 – Acknowledgement
Careping should acknowledge the complaint within an internally defined target period.
Step 3 – Classification
The complaint is classified according to severity and category.
Step 4 – Investigation
Careping may review:
Step 5 – Resolution
Possible outcomes include:
Step 6 – Closure
The complaint is closed after:
Serious patient-safety incidents should be escalated immediately to appropriate internal clinical/management personnel.
Where legally required or appropriate, matters may be reported to relevant authorities or professional bodies.
Complaint information should be shared only with personnel who require access for investigation, safety, legal or operational purposes.
Careping may take appropriate action where a complaint is intentionally fabricated for:
A complaint should not be treated as false merely because it is not substantiated.
A1. Doctor Consultation
Before consultation: verify booking; confirm patient identity where appropriate; collect relevant information.
During consultation: professional conducts assessment; clinical judgment is independent; limitations of remote care are considered.
After consultation: prescription where appropriate; clinical notes; referral; follow-up recommendation.
A2. Nursing Services
Nursing professionals may provide services within their lawful and professional scope, including where applicable: basic nursing care; wound care; vital monitoring; medication administration where authorized; post-operative care; elderly care; chronic-care support; catheter-related care where appropriately trained; other approved services.
Nursing professionals must not perform procedures outside their authorized competence.
A3. Physiotherapy
Services may include: assessment; mobility exercises; rehabilitation; pain-management techniques within professional scope; post-operative rehabilitation; home exercise planning.
Patients should disclose relevant medical conditions, injuries and restrictions.
A4. Mental Health Counselling
Mental health professionals must maintain: confidentiality; professional boundaries; appropriate documentation; informed consent; appropriate referral/escalation.
Where a patient presents an immediate safety concern, emergency or higher-level care may be required.
A5. Speech & Hearing Services
Services may include: speech assessment; language support; hearing-related assessment; rehabilitation; communication exercises; referral where required.
A6. Therapy Services
Any specialized therapy must be provided only by appropriately qualified professionals.
A7. Laboratory
Controls should include: patient identification; test verification; sample identification; collection; transportation; laboratory processing; report generation; report delivery.
A8. Pharmacy
Controls should include: prescription verification where required; medicine identification; order verification; packaging; delivery; patient communication; complaint handling.
A9. Medical Equipment
Controls should include: product verification; delivery; installation; demonstration; warranty; maintenance; return/recovery.
Stage 1 – Registration
Professional creates account and enters: name; mobile; email; professional category; qualification; registration information; experience; service area.
Stage 2 – Document Upload
Required documents are uploaded.
Stage 3 – Document Review
Careping reviews documents for: completeness; consistency; validity; expiry; authenticity indicators.
Stage 4 – Verification
Where appropriate, information may be checked against relevant authoritative sources.
Stage 5 – Approval
Professional receives: Verified / Approved or another defined status.
Stage 6 – Service Activation
Only professionals meeting required activation conditions may become available for bookings.
Stage 7 – Periodic Review
Credentials and profile information may be periodically reviewed.
Before dispatch: Confirm service; Confirm patient; Confirm location; Confirm professional; Confirm timing; Check required equipment; Check special instructions.
During visit: Professional identification; Patient confirmation; Clinical/service assessment; Service delivery; Documentation; Safety monitoring; Follow-up instructions.
After visit: Service completion; Record submission; Payment/payout processing; Patient feedback; Incident reporting if applicable.
Incidents may include: patient injury; medication error; wrong patient; wrong medicine; data breach; professional misconduct; home-visit safety incident; laboratory sample error; equipment malfunction; payment fraud.
Incident Procedure
Immediate Action: Protect patient/user safety.
Notification: Notify the appropriate Careping internal responsible person.
Documentation: Record: date; time; people involved; service; location; facts; immediate action.
Investigation: Determine: what happened; why it happened; whether policy was followed; whether system failure contributed.
Corrective Action: Possible action: retraining; process modification; professional review; system fix; refund; suspension; escalation.
Preventive Action: Careping should identify measures to reduce recurrence.
Access to patient data should follow a role-based principle.
Careping should maintain a policy owner for each policy.
| Policy | Suggested Owner |
|---|---|
| Patient Terms | Legal / Operations |
| Professional Terms | Legal / Professional Operations |
| Privacy | Privacy / Legal / Technology |
| Online Consultation | Clinical Governance |
| Home Healthcare | Operations / Clinical |
| Refund | Finance / Operations |
| Payout | Finance |
| Medical Disclaimer | Clinical Governance / Legal |
| Verification | Professional Operations |
| Code of Conduct | HR / Operations |
| Medical Records | Clinical / Technology |
| Laboratory | Lab Operations |
| Pharmacy | Pharmacy Operations |
| Equipment | Operations |
| Grievance | Legal / Customer Support |
The following documents should be accessible from the Careping website and applications:
Policies should be presented in a readable format and not hidden behind unnecessarily complicated navigation.
Before publication, Careping should insert:
Legal Entity: Careping Healthcare Pvt. Ltd.
Registered Office: CarePing Healthcare Private Limited 154, 1st floor,3rd main, 5th cross,MICO layout, Opp Nandanavana Park BTM stage, Bangalore,560076
Website: www.careping.in
Patient Support Email: support@careping.in
Professional Support Email: support@careping.in
Privacy Email: support@careping.in
Grievance Officer: Shinto Joseph
Grievance Email: shinto@careping.in
Telephone: +919846580222
Business Hours: [Insert]
Emergency Disclaimer: “Careping is not an emergency response service unless a specific service is expressly identified as such.”
Before publication, Careping should confirm:
Corporate
[ ] Correct legal company name
[ ] Registered office confirmed
[ ] Website domain confirmed
[ ] App names confirmed
[ ] Support contact confirmed
Legal
[ ] Patient Terms reviewed
[ ] Professional Terms reviewed
[ ] Privacy Policy reviewed
[ ] Refund Policy reviewed
[ ] Grievance Policy reviewed
[ ] Liability provisions reviewed
[ ] Governing law/venue reviewed
Clinical
[ ] Doctor services reviewed
[ ] Nursing services reviewed
[ ] Physiotherapy reviewed
[ ] Mental health reviewed
[ ] Speech & hearing reviewed
[ ] Home visits reviewed
[ ] Emergency escalation reviewed
Professional Verification
[ ] Doctor registration verification
[ ] Nurse verification
[ ] Physiotherapist verification
[ ] Counsellor/psychologist verification
[ ] Speech & hearing verification
[ ] Dietitian/nutritionist verification
[ ] Dentist verification
[ ] Pharmacist verification
[ ] Other categories reviewed
Privacy & Technology
[ ] Data inventory completed
[ ] Data retention schedule completed
[ ] Access controls implemented
[ ] Privacy notices implemented
[ ] Consent mechanisms implemented
[ ] Data breach procedure implemented
[ ] Vendor contracts reviewed
[ ] Backup/security procedures reviewed
Payment
[ ] Payment gateway confirmed
[ ] Taxes reviewed
[ ] Refund workflow tested
[ ] 15-day refund commitment confirmed
[ ] Professional payout cycle confirmed
[ ] Chargeback process confirmed
Operations
[ ] Home visit SOP completed
[ ] Incident SOP completed
[ ] Complaint SOP completed
[ ] Professional suspension workflow completed
[ ] Credential expiry alerts completed
[ ] Patient support workflow completed
Careping should maintain the following registers:
1. Professional Verification Register
Professional ID | Category | Qualification | Registration number | Verification date | Expiry date | Verification status
2. Complaint Register
Complaint ID | Date | Patient/professional | Category | Severity | Assigned officer | Investigation status | Resolution | Closure date
3. Incident Register
Incident ID | Service | Date/time | Incident type | Immediate action | Investigation | Corrective action | Closure
4. Refund Register
Transaction ID | Patient | Service | Refund reason | Approved amount | Approval date | Refund date | Payment provider reference
5. Professional Payout Register
Professional | Service | Gross amount | Careping fee/commission where applicable | Deductions | Refund/adjustment | Net payout | Payout date
6. Data Request Register
Request ID | Individual | Request type | Date received | Verification status | Action taken | Closure
Policies should be reviewed:
Each revision should contain:
Careping Healthcare Pvt. Ltd. intends to operate its healthcare platform with a patient-first, professional, privacy-conscious and safety-focused approach.
The purpose of this framework is to establish clear expectations for patients, professionals, employees, service providers and technology partners.
No policy can eliminate all healthcare, technology, operational or commercial risk. Careping shall therefore maintain a continuous process of:
Verification → Safe Service Delivery → Documentation → Monitoring → Complaint Handling → Incident Review → Corrective Action → Continuous Improvement.
The final published version of these policies shall be approved by the appropriate Careping management and reviewed by qualified legal, privacy and clinical professionals before being made binding on users or professionals.
Prepared For: Careping Healthcare Pvt. Ltd.
Prepared By: [Insert]
Reviewed By – Legal: [Insert]
Reviewed By – Clinical: [Insert]
Reviewed By – Privacy/Data Protection: [Insert]
Reviewed By – Operations: [Insert]
Approved By: [Insert Authorized Director/Officer]
Approval Date: [Insert]
Effective Date: [Insert]
Version: 1.0
