Terms and Conditions of Service

CLAUSE 1 — NATURE OF SERVICES

1.1 Aksraya Health Care provides home-based patient assistance services including care assistance, nursing assistance, and nursing — intended to support the patient's comfort, recovery, and day-to-day care needs. These services are supplementary and auxiliary to the patient's ongoing medical treatment and do not constitute independent medical care.

1.2 All care delivered by Aksraya Health Care staff is carried out in accordance with the treatment plan and protocols prescribed by the patient's registered medical professional.

1.3 The Client acknowledges that in the event of a medical emergency, it is solely the Client's responsibility to arrange appropriate emergency medical services for the patient in a in a timely manner. Aksraya Health Care staff are trained for home-care settings only and are not equipped to provide emergency medical intervention.

CLAUSE 2 — SCOPE OF STAFF DUTIES

2.1 The assigned staff member will only carry out the services checked and agreed upon in Section A, Clause 7 of this form. No additional duties will be performed without written amendment to this agreement.

2.2 The Client agrees not to engage the staff member in any household work unrelated to direct patient care, including but not limited to cooking, cleaning, mopping, utensil washing, or toilet cleaning.

2.3 The staff member is authorised to report any violation of their professional duties to their designated supervisor at Aksraya Health Care. Necessary corrective action will follow upon receipt of such a report.

CLAUSE 3 — PAYMENT OBLIGATIONS

3.1 The Client agrees to pay a one-time non-refundable Registration Fee of Rs. 500 at the time of onboarding as confirmation of the service engagement.

3.2 All service charges are payable strictly in advance, including monthly packages. Monthly packages are computed on the basis of 30 available service days.

3.3 The service charges and payment terms as agreed upon in Section A will remain fixed for the duration of the current agreement term. No mid-term renegotiations will be entertained.

3.4 Any extension of services must be requested at least 24 hours before the current term expires. Revised charges, if any, will be communicated by the assigned Aksraya Health Care point of contact upon receipt of the renewal request.

3.5 Aksraya Health Care reserves the right to suspend or terminate services without further notice in the event of delayed payment or non-payment of dues.

3.6 The Client agrees not to engage in any direct financial transactions with the assigned staff, including gifting, salary advances, or any other form of monetary exchange outside the billing process with Aksraya Health Care.

CLAUSE 4 — BILLING ADJUSTMENTS & TERMINATION SCENARIOS

4.1 In the event the patient is admitted to an ICU, undergoes rehabilitation, or is relocated to a different care setting, billing will be placed on hold from the date the request is received, provided the staff member has been formally released from the assignment. Any amounts already paid for the period prior to the hold will not be refunded.

4.2 In the event of the patient's passing or other unforeseeable circumstances resulting in the termination of this agreement, any excess advance paid will be refunded to the Client in accordance with the Refund Policy in Clause 11 of this agreement.

CLAUSE 5 — CANCELLATION & TERMINATION OF SERVICE

5.1 Any abrupt or immediate cancellation of service with less than 24 hours' notice will attract a cancellation charge equivalent to two days of the currently applicable service rate, along with actual travel costs(Rs.1000) incurred in returning the staff to the Aksraya Health Care office.

5.2 The Client must notify Aksraya Health Care at least 24 hours in advance before releasing any staff member from duty. Staff must not be released without completing the mandatory Exit Clearance process.

5.3 All staff releases must take place during official hours: 8:00 AM to 6:00 PM only. Release outside these hours is not permitted.

5.4 The Client assumes full financial responsibility for all service charges incurred during the engagement period.

5.5 Aksraya Health Care may choose to terminate this agreement at any point during the service term by issuing a minimum of 24 hours' written or verbal notice, or by compensating the Client with one day's service charge in lieu of notice.

CLAUSE 6 — PROVISIONS FOR THE CARE STAFF

6.1 The Client agrees to provide the following basic amenities to the assigned staff for the duration of the engagement: — A mattress or bed with bedsheet, blanket, and pillow — Access to restroom, shower, and toilet facilities — Three meals per day at appropriate intervals — A minimum of 4 to 5 litres of clean drinking water per day

6.2 Meals must be provided in adequate quantity and served without unreasonable delay.

6.3 The Client agrees to maintain a safe and hygienic environment for the staff to carry out their duties effectively.

CLAUSE 7 — STAFF LEAVE & REPLACEMENT

7.1 Staff members engaged for a continuous period of 30 days are entitled to two days of leave per month. All planned leave must be coordinated at least 24 hours in advance with both the Aksraya Health Care supervisor and the Client.

7.2 Staff are additionally eligible for leave on all gazetted government public holidays.

7.3 If the Client considers the assigned staff member to be unsuitable or inadequate for the patient's needs, they may raise this concern with the Aksraya Health Care supervisor and request a replacement.

7.4 During an approved leave period, the Client may request a temporary replacement or agree to hold the service based on mutual convenience and the supervisor's coordination.

7.5 In the event of a personal emergency on the part of the staff (such as a family bereavement), Aksraya Health Care and the Client shall mutually decide on a same-day replacement or release.

CLAUSE 8 — STAFF EXIT CLEARANCE

8.1 Upon the conclusion, termination, or replacement of any staff assignment, the Client is responsible for completing the Exit Clearance process as directed by Aksraya Health Care.

8.2 The Client reserves the right to inspect the departing staff member's personal belongings before departure and must report any concerns to Aksraya Health Care immediately via call or email.

8.3 In the event of confirmed theft — where the missing item is found in the staff member's possession — the Client may file a police complaint. Aksraya Health Care will extend all reasonable support in such matters.

8.4 If no communication regarding exit clearance is received within 24 hours of the staff member leaving the Client's premises, it will be treated as a clean, issue-free clearance. No complaints will be entertained thereafter.

CLAUSE 9 — COMMUNICATION CHANNELS

9.1 Aksraya Health Care will provide one primary point of contact for all service-related communications, available between 8:00 AM and 6:00 PM.

9.2 A secondary emergency helpline will be available for after-hours support on a 24/7 basis.

9.3 All formal requests — including staff replacement, service termination, and refunds — must be submitted via the registered email address provided by Aksraya Health Care, with the relevant supervisor marked in the communication.

9.4 Clients and family members must not engage in personal conversations with staff regarding billing, payments, or service agreements. All such matters must be directed to Aksraya Health Care directly.

CLAUSE 10 — DISCLAIMER & LIMITATION OF LIABILITY

10.1 The Client acknowledges that the services provided by Aksraya Health Care are auxiliary and supportive in nature and do not replace or substitute the care of a licensed medical professional.

10.2 The Client has been fully informed of the potential risks, uncertainties, and limitations inherent in home-based healthcare and patient assistance services.

10.3 Aksraya Health Care does not guarantee specific clinical outcomes. The Company cannot be held liable for complications arising from pre-existing, undisclosed, or newly emerging medical conditions, or from external factors beyond its reasonable control.

10.4 The Client and their family members hereby indemnify Aksraya Health Care against any claims arising from services rendered under this agreement, acknowledged to have been accepted voluntarily and with full awareness of the associated risks.

CLAUSE 11 — REFUND POLICY

11.1 Aksraya Health Care will process a refund of excess advance amounts paid, calculated after deducting charges for all actual service days consumed, only in the following cases: — Death of the patient — Unforeseeable circumstances agreed upon by both parties

11.2 Refunds will be processed exclusively via bank transfer. The Client must submit their bank account details (including IFSC code) along with a formal written refund request by email. Refunds will be processed within 24-48 hours of the request being accepted.

11.3 No refund will be issued in cases of ICU admission, rehabilitation, relocation, or any scenarios covered under Clause 4.1 of this agreement.

CLAUSE 12 — FEEDBACK & SERVICE QUALITY

12.1 Aksraya Health Care will provide the Client with a periodic feedback form to assess service quality and staff performance.

12.2 Participation in the weekly feedback process is mandatory. Non-participation will be treated as a declaration that the service is satisfactory. Aksraya Health Care will not be held accountable for unrecorded complaints arising from periods with no feedback submitted.

CLAUSE 13 — INCIDENT REPORTING`

13.1 Any incident of negligence or misconduct by a staff member must be reported to the staff supervisor or the Aksraya Health Care point of contact within 24 hours of the incident, via call or email.

13.2 All such reports will be treated as formal complaints and addressed in accordance with Aksraya Health Care's internal Staff Management and Conduct Policy.

CLAUSE 14 — DATA PRIVACY & MEDICAL RECORDS

14.1 Aksraya Health Care may maintain records of the patient's medical history, care plan, and service interactions for the purpose of coordinating and improving care delivery.

14.2 The Client authorises Aksraya Health Care to share relevant medical information — including records, reports, wound documentation, or care summaries — with other healthcare providers, regulatory bodies, or accreditation authorities, solely for the purpose of care coordination and quality assurance.

14.3 The Client authorises Aksraya Health Care to record service-related conversations or interactions with staff where deemed necessary for quality assurance or dispute resolution.

14.4 Aksraya Health Care may use the Client's registered contact details to communicate information about the current or future services offered. This information will not be shared with third parties for commercial purposes.

CLAUSE 15 — NO SOLICITATION

15.1 During the term of this agreement and for a period of two years following its conclusion, the Client agrees not to directly hire, engage, or recommend the assigned staff member for services of a similar nature — either for the Client's own use or for any third party.

15.2 Any violation of this clause constitutes a breach of contract. The Client will be liable to compensate Aksraya Health Care for demonstrable revenue loss and loss of staff man-days resulting directly from the solicitation.

CLAUSE 16 — GRIEVANCE & ANTI-HARASSMENT POLICY

16.1 Any form of harassment or abuse directed toward Aksraya Health Care staff — including physical, verbal, sexual, emotional, mental, or financial — will be addressed through the Company's Staff Grievance Redressal mechanism.

16.2 The Client and all household members agree to cooperate fully with any proceedings initiated under this policy upon the acceptance of a formal staff complaint.

CLAUSE 17 — APPLICABLE LAW & DISPUTE RESOLUTION

17.1 The assigned care staff is a trained healthcare professional protected under applicable laws governing the safety of healthcare workers, including the Karnataka Prohibition of Violence Against Medicare Service Personnel and Damage to Property in Medicare Service Institutions Act, 2009.

17.2 Non-payment of agreed service fees by the Client constitutes grounds for Aksraya Health Care to initiate legal proceedings to recover dues, including applicable interest.

17.3 Any disputes arising from or in connection with this agreement shall be subject to the exclusive jurisdiction of the competent courts in Bangalore, Karnataka.

CLAUSE 18 — GENERAL CONDITIONS

18.1 All equipment or materials provided by Aksraya Health Care for the purpose of service delivery must be used responsibly and returned promptly and in good condition upon the conclusion of the service.

18.2 The Client acknowledges that care staff are trained for home-care delivery only. Any requirement for emergency medical care remains the sole responsibility of the Client.

18.3 This agreement remains in effect for the duration of the agreed service term or until the patient is alive, whichever is earlier. Upon the patient's death, this agreement is automatically deemed concluded.

18.4 The Client has had the opportunity to ask questions regarding the nature, scope, and risks of the services and has received satisfactory responses before signing this agreement.