Back
Terms & Conditions - Patients
For patients and customers using the JOPANA Home Healthcare mobile application and services. By booking a service, you agree to the following terms:
1. CANCELLATION & RESCHEDULING 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.
| Total Sessions in Package | Max. Reschedules Allowed | Remarks |
|---|---|---|
| 1 Session | 1 | Single service flexibility. |
| 3 Sessions | 1 | Limited to one change for short-term care. |
| 5 Session | 2 | For weekly/recurring care needs. |
| 7 Session | 3 | Mid-range package flexibility. |
| 15 Session | 5 | Extended care allowance. |
| 30 Sessions | 7 | Maximum flexibility for monthly packages. |
2. REFUND GUIDELINES
- 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.
3. EMERGENCY EXCEPTIONS
Cancellations fees may be waived at JOPANA’s discretion for verified emergencies, such as sudden hospitalization of the patient or severe weather conditions preventing travel.
4. HOW TO CANCEL
Cancellations must be processed via:
- In app Cancellation
- Phone call to your assigned coordinator.
- Email to the JOPANA support desk.
- WhatsApp message to the official JOPANA business line.
5. SURCHARGES & PREMIUM FEES
- Priority Booking: Requests made with less than 2 hours’ notice carry a "Last-Minute" fee.
- Night Shift: A 10% premium applies to shifts between 8:00 PM and 8:00 AM (applicable to single shifts/services only; not applicable to continuous packages).
- Public Holidays: Services on major national holidays (e.g., Republic Day, Diwali, Eid, Christmas) carry a 20% surcharge to incentivise service providers.
- Weekend Premium: A 5–10% surcharge may apply for Saturday/Sunday visits in high-demand areas (not applicable to Weekly/Monthly packages).
6. CLINICAL COMPLEXITY & SPECIAL CARE
- 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.
7. EQUIPMENT & ADDITIONAL TIME
Kit Fees: Flat fees apply for sterile disposable kits used in procedures (catheterization, IV insertion, dressings).
Grace Period:
- Visit Services: 10-minute grace period. Beyond 11 minutes, a 100% additional service fee applies.
- Stay Duty: 30-minute grace period. Beyond 30 minutes, a 100% additional service fee applies on pro data basis.
8. DATA PRIVACY, COOKIES & HIPAA
- 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.