Refund Policy

The following deduction schedule applies to all cancellations:

• 24+ Hours Prior: No penalty.
• 12–24 Hours Prior: No penalty.
• 2–12 Hours Prior: 10% of the service fee will be deducted.
• Under 2 Hours: 50% of the service fee will be deducted.
• Post Service Partner Arrival: No Refund will be issued. For package users, the cost of one full day or one single service MRP will be deducted.
• Rescheduling: As per below Chart.

• Full Refunds: Applicable only if JOPANA cancels the service or the service partner cancels before 15 minutes of the scheduled time and no replacement is available.
• Packages: Refunds are calculated on a pro-rata basis, minus applicable administrative fees.
• Non-Refundable: No refunds for completed services, partially completed services, or once a Service Partner has reached the location.
• Processing Time: Approved refunds are generally processed within 5–10 business days.

8.2 How to Cancel Cancellations must be processed via:

• In app Cancellation
• Phone call to JOPANA Customer Support team.
• Email to the JOPANA support desk.
• WhatsApp message to the official JOPANA business line.

• Priority Booking: Requests made with less than 2 hours' notice carry a "Last-Minute" fee.
• Night Shift: A 5% premium applies to shifts between 8:00 PM and 8:00 AM (applicable to Rapid services only; not applicable to continuous packages).
• Public Holidays: Services on major national holidays (e.g., Republic Day, Diwali, Eid, Christmas) carry a 10% surcharge to incentivize service providers.
• Weekend Premium: A 5% surcharge may apply for Saturday/Sunday visits in high-demand areas (Only for Rapid services not applicable to Weekly/Monthly packages).

• Critical Care: Higher rates apply for ICU-level care (Ventilators, Tracheostomy, etc.) due to the advanced skill set required.
• Infectious Disease: A "Hazard Charges" is applied for contagious conditions (e.g., TB, COVID-19) to cover PPE and staff risk.
• Bariatric Support: If a patient requires two people for safe lifting/transfer, the service cost will double to cover the second service partner.

• Kit Fees: Flat fees apply for sterile disposable kits used in procedures (catheterization, IV insertion, dressings).
• Grace Period: o Visit Services: 10-minute grace period. Beyond 11 minutes, a 100% additional service fee applies. o Stay Duty: 30-minute grace period. Beyond 30 minutes, a 100% additional service fee applies on a pro rata basis.

• Non-Solicitation: You strictly agree not to poach JOPANA clients for private practice or external services.
• Direct Payments: You shall not request or accept additional payments, tips, or surcharges from customers/patients beyond the agreed-upon platform fees.
• Professional Boundaries: You will not request the personal mobile numbers of clients or their family members for use outside the JOPANA ecosystem.

• Branded Supplies: To ensure safety and quality, you agree to use only JOPANA branded or authorized medical products and consumables during your service visits.
• Punctuality: You must arrive at the patient’s location strictly according to the booked time slot.
• Identity & Readiness: You are required to attend every visit in proper uniform and equipped with the necessary medical kit relevant to your specialty.
• Availability: You agree to remain available during the time slots you have marked as "Active" on the app.

• Any form of misconduct, harassment, or harm (physical, verbal, or emotional) directed toward patients, their family members, or bystanders is strictly prohibited. High standards of professional integrity and medical ethics must be maintained at all times

• Tracking: You acknowledge that you (or the patient) will be tracked at all times while the app is active for Electronic Visit Verification (EVV) and safety monitoring.
• Privacy: JOPANA complies with HIPAA standards regarding Protected Health Information (PHI). All medical data is encrypted and only shared with authorized clinical teams.
• Cookies: Our app uses essential and performance trackers to manage your secure medical session and location-based matching.
• Data Confidentiality As a healthcare professional, you will have access to sensitive information. You agree to keep all Medical History, treatment plans, and diagnostic details strictly confidential.
• Information Security. Non-Disclosure: You shall not share patient data with any third party outside the JOPANA application. Data Retention: You are prohibited from storing patient medical records on personal devices or external cloud services. All charting and reporting must be done exclusively within the JOPANA app.

Jopana may suspend or terminate access to the Platform at its sole discretion in cases involving:

• breach of Terms,
• fraud,
• misconduct,
• regulatory non-compliance,
• operational risks.

• Immediate Termination: JOPANA is authorized to terminate your subscription and permanently blocklist you from the platform.
• Legal Action: JOPANA reserves the full right to initiate legal proceedings for damages, professional malpractice, or breach of confidentiality.
• Core Healthcare Tracking (Strictly Necessary) JOPANA uses continuous tracking to ensure patient safety and care delivery:
• Electronic Visit Verification (EVV): Mandatory GPS and time tracking for caregivers to verify that scheduled home visits occurred as planned.
• Secure Session Management: Tokens that keep your medical portal active and secure during a care session to prevent unauthorized access to health records.

• Medication Adherence: Monitoring interactions with digital prescriptions to ensure patients follow their specific treatment plans.
• Service Partner Coordination: Tracking caregiver status to allow to receive real-time updates.

The Platform is provided on an "as is" and "as available" basis. Jopana does not guarantee:

• uninterrupted platform access,
• user conduct,
• service quality,
• engagement availability,
• financial outcomes

Users agree to indemnify and hold harmless Jopana Healthcare Technologies Private Limited against claims, losses, liabilities, damages, or disputes arising from:

• breach of these Terms,
• violation of applicable laws,
• medical negligence,
• professional misconduct,
• misuse of the Platform.