Terms & Conditions

Samay Care is a healthcare convenience platform. A CareBuddy is a trained, verified, non-clinical healthcare assistance professional who can meet you at the hospital or accompany you from home, and help with the practical side of a hospital visit — registration, navigation, queues, departments, paperwork, and keeping your family informed.

Samay Care and the CareBuddy service are operated by Samay Invotech Private Limited (“Samay Care”, “we”, “us”). These terms apply to this website (samaycare.com) and to the Samay Care booking platform (care.samaycare.com). By using either, you agree to the following.

A CareBuddy provides a convenience layer only — practical help with the logistics of a hospital visit. Within that, and subject to the rest of these terms, a CareBuddy can:

• Stand in the queue for registration, billing, the pharmacy and diagnostics.
• Help you find your way to the right department, counter or floor.
• Get you drinking water.
• Help fill in forms and documents using the information and papers you give them.
• Pick up medicines against a prescription you provide.
• Help get tests done — by queuing, submitting the request and collecting reports — while the tests themselves are carried out by the hospital or laboratory.
• Keep your family updated on progress.

The service covers the above and what is shown on your booking. For anything outside it, a CareBuddy may politely decline.

A CareBuddy is not a doctor, nurse, paramedic, attendant or other medical professional or caregiver, and does not give medical advice, make clinical decisions, diagnose, administer or advise on medication or perform any medical procedure. Doctors and healthcare professionals provide clinical care; we assist around it.

To protect the privacy and dignity of both the patient and the CareBuddy, a CareBuddy is not able to:

• Help the patient change clothes, or go into a changing room, washroom or toilet with the patient.
• Provide personal care such as bathing, toileting, feeding, dressing or hygiene help.
• Lift, carry or physically support the patient, or hold the patient steady.
• Stay in an examination, procedure or treatment room, or enter a ward, ICU or operating area, unless the hospital permits it and it is part of what you booked.
• Sign consent forms or make decisions on the patient’s behalf.

If the patient needs any of this, please arrange for a family member, the patient’s own attendant or hospital staff to help.

In an emergency, contact emergency medical services or go to a hospital — Samay Care is not an emergency response service. If a patient becomes unwell during a visit, a CareBuddy may try to alert hospital staff or your emergency contact, but is not a first responder and cannot assess, treat or manage the patient’s condition.

The patient’s physical safety is the responsibility of the patient and of the family member or person accompanying them. A CareBuddy is a convenience assistant, not a trained care or nursing professional.

Samay Care and your CareBuddy are not responsible for any slip, fall, trip, slide or tipping of the patient — from a chair, wheelchair, trolley, stretcher or bench, or while sitting, standing, getting on or off, walking, or being moved — even if a CareBuddy is nearby or, as a courtesy, is guiding or pushing a wheelchair. Wheelchairs, trolleys and other equipment belong to the hospital, and their condition and safe use are the hospital’s responsibility.

If the patient cannot sit, stand or move safely without physical support, please arrange a family member, attendant or hospital staff to help with this. Please tell us before you book about any mobility, balance, cognitive or health condition that is relevant. A CareBuddy may kindly decline to guide or move a patient if it does not feel safe.

A CareBuddy acts only as your assistant, and does not speak, negotiate or advocate for you or the patient with hospital staff, doctors, security or anyone else.

If there is an argument or disagreement between the patient, the family or anyone accompanying them and hospital staff, a doctor, security, other patients or a CareBuddy, or the conduct becomes abusive or aggressive, for any reason, a CareBuddy may pause, step back, and treat the assignment as complete at that stage. Where that happens:

• Samay Care and the CareBuddy cannot take responsibility for the dispute, its cause or its consequences — including any refusal, delay or change in treatment, loss of queue position, cancelled appointments or additional costs.
• The CareBuddy does not need to stay on, resume, step in, mediate or represent anyone, and may leave.
• The assistance fee remains payable for the booking, and the early end is not treated as a failure by Samay Care to deliver the service.

A CareBuddy may also step back at any time if they feel unsafe, are asked to do something unlawful or outside these terms, or if hospital rules or reasonable instructions are not followed.

Forms and documents. A CareBuddy fills in forms using only the information and papers you provide. You are responsible for their accuracy and for checking anything before it is submitted. Consent forms must be read and signed by the patient or their legal representative — never by a CareBuddy.

Medicines. A CareBuddy collects what is written on the prescription you provide. They do not check the prescription, dosage, substitutes, expiry or suitability, and do not advise on medicines. Samay Care is not responsible for the quality, effect or suitability of any medicine.

Tests and reports. Tests are performed by the hospital or laboratory. Samay Care is not responsible for sample handling, results, accuracy, interpretation or delays in reports.

Money and personal items. Please pay hospital and pharmacy charges yourself, directly, wherever possible. Please do not share card details, PINs, OTPs or passwords with a CareBuddy. We suggest keeping cash and valuables with you, as any cash or item handed to a CareBuddy is at your own risk. Samay Care is not responsible for the loss, theft or damage of belongings, phones, valuables or original documents and reports.

Hospitals set their own rules, timings, visitor limits and processes. We do not control waiting times, queue positions, doctor availability, appointment slots, admission, reports, billing or treatment decisions, and we do not guarantee any particular timing or outcome. A CareBuddy may be restricted from entering certain areas, and must follow hospital rules. Hospitals can carry a risk of infection; if the patient has a contagious condition, please let us know before the visit.

Samay Care is currently available in Delhi NCR. We are expanding to other Indian cities over time; submitting your interest for a city where we have not yet launched does not create a booking or guarantee a launch date.

You sign in with a one-time code sent to your email. Keep access to that email address secure — anyone who can read it can sign in as you. You can see and end your active sessions at any time.

You are responsible for the accuracy of the patient and contact details you add, and for having the authority to add another person’s details.

Bookings are made through our booking platform at care.samaycare.com. As part of the assistance you book, your CareBuddy may help register or coordinate your appointment directly in the hospital’s own system. This is a practical, non-clinical coordination service — it is not a guaranteed booking, and remains subject to the hospital’s own availability and processes.

Where we help arrange an appointment, the clinical relationship is between you and the hospital or clinician. We do not provide, supervise or take responsibility for the clinical care you receive.

You pay Samay Care only for the CareBuddy assistance fee, shown to you before you confirm a booking, plus applicable GST (currently 18%). We are enabling online payment in phases; where it is not yet available for your booking, our team will contact you to arrange payment.

Samay Care does not collect, hold, or process payment for any hospital charge — doctor’s fees, diagnostics, medicines, or any other hospital bill. Those are paid by you directly to the hospital or provider, exactly as they would be without a CareBuddy.

Cancelling a booking may incur a cancellation charge depending on how much notice you give before your scheduled visit — see our Refund & Cancellation Policy for the current tiers, also shown to you on the booking platform before you confirm. The following always applies, regardless of notice:

• If Samay Care or your CareBuddy is unable to deliver the assistance you booked through no fault of yours, you are entitled to a full refund of the assistance fee. This does not apply where the service ends early, or cannot be delivered, because of a dispute, conduct or safety matter described in these terms.
• Exceptional circumstances outside the standard policy may be reviewed and approved at Samay Care’s discretion, including after your scheduled visit time.
• Every refund is reviewed and approved by a member of our finance team other than whoever handled your booking.
• Once a refund is approved, banks typically take 5–7 working days to credit it back to your original payment method. We will not describe a refund as complete until your bank has confirmed it.

You agree to provide accurate information when booking (including who the visit is for), to be reachable and available around the scheduled visit time, and to treat your CareBuddy with respect. You also agree to:

• Have the patient’s consent (or their legal representative’s) to be assisted and to share their documents and information with a CareBuddy.
• Make sure a minor, or a patient who is confused, sedated or otherwise unable to look after themselves, is accompanied by a responsible adult family member throughout.
• Tell us about any mobility, health or contagious condition that is relevant to the visit.
• Follow hospital rules, and please do not ask a CareBuddy to do anything unlawful, unsafe or outside the service described in these terms (for example, to skip a queue improperly or to make a payment that is not recorded).

Samay Care may decline or cancel a booking if the details appear incorrect or misleading, the request is abusive, or it falls outside the scope of a non-clinical assistance service.

Samay Care and your CareBuddy provide non-clinical coordination and convenience assistance only. We are not responsible for the clinical care, treatment, or medical outcomes provided by any hospital or healthcare professional — that responsibility remains with the treating hospital and its clinical staff.

To the fullest extent permitted by law, Samay Care, its directors, employees and CareBuddies are not liable for any loss, injury, harm, damage or cost, whether direct or indirect, arising from or connected with:

• A fall, slip or other physical incident involving the patient, as described in Patient safety and mobility above.
• A dispute between the patient or family and hospital staff, a doctor or anyone else, or the early end of the service as described above.
• The patient’s medical condition, a change in it, or any act or omission of the hospital, laboratory, pharmacy, doctor or other third party.
• Incorrect, incomplete or outdated information or documents provided by you, or forms completed from them.
• Delays, queues, rescheduling, refusals or outcomes beyond our control.
• Loss, theft or damage of belongings, money or documents.
• A CareBuddy declining or being unable to do something outside the service or the privacy boundaries described in these terms.

Our total liability to you for any claim connected with a booking is limited to the assistance fee you paid for that booking. Nothing in these terms excludes or limits liability that cannot be excluded or limited under Indian law, including liability for fraud, wilful misconduct or gross negligence.

You agree, to the extent permitted by law, to cover Samay Care for losses and claims by third parties (including a hospital or its staff) that arise from your breach of these terms, information you gave us that was false, or the conduct of the patient or anyone accompanying them.

We are not responsible for delay or failure to deliver the service caused by events beyond our reasonable control, such as hospital closures or restrictions, strikes, weather, traffic, power or network failures, or government orders.

We may update these terms as Samay Care’s service develops. We will post the updated terms here with a new “last updated” date; continuing to use Samay Care after a change means you accept the updated terms.

These terms, together with our Refund & Cancellation Policy, Privacy Policy and your booking confirmation, are the whole agreement between you and Samay Care for the service. If any part of these terms is found to be unenforceable, the rest continues to apply.

These terms are governed by the laws of India, and any dispute arising from them is subject to the exclusive jurisdiction of the courts at Faridabad, Haryana, India. Nothing in these terms limits any right you have under Indian law.

Questions about these terms can be sent to us via our Contact Us page or at hello@samaycare.com. See also our Privacy Policy.