Communication Preferences

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Our Commitment to Service Excellence

At ServEaze, we are dedicated to creating an exceptional service delivery model that puts people at the centre, leverages technology-driven processes and innovation, and consistently delivers the best possible outcomes for every patient we serve. We firmly believe that cooperation from patients and their family members is crucial in achieving this mission.

Understanding the Service Agreement

Please carefully review this agreement, as it outlines the understanding between you (‘Patient’) and ServEaze (‘Agency’) regarding the services you have requested. Our authorized representatives are available to provide clarifications on the content of this agreement. I/Patient’s nok was thoroughly explained the services in detail by the ServEaze representative, including the differences in categories and their respective deliverables. The agreed-upon shift timings were communicated during the onboarding process.

Standard Care Process

Every patient admitted to ServEaze will undergo a standard process of care assessment, hand-holding, and supervisory visits as per established protocols. Staff will be allocated based on each patient’s care requirements and to cover for the assigned staff’s week-offs and emergency leaves. In such cases, duties will be assigned to other available staff.

Service Continuity

In unavoidable situations, services may be temporarily suspended and resumed once alternative arrangements are made. Services will be delivered as per the advance booking and service agreement. The estimated amount will be paid in advance, and recurring deposits will be required for the next cycle of services.

Additional Charges

An extra amount will be charged for the continuation of the same staff on their off-days, leaves, or public holidays. Care requirements may increase or decrease based on the patient’s condition, and any changes will be communicated accordingly. Additional charges may apply for consumables used by the staff to provide care. Transportation charges may vary if the patient travels to different locations and requires staff accompaniment.

Responsibilities and Liabilities

During the service, if the staff is injured for any reason, the family will take full responsibility for the staff’s treatment. Any equipment used or supplied by ServEaze during the service will incur a cost. It is the responsibility of the family to provide all the required conditions for efficient equipment usage. All outstanding payments must be cleared before the patient’s discharge. In case of non-payment, ServEaze reserves the right to suspend services until the payment is received. Patients will be regularly updated on their payment status based on the availed services. I/Patient’s representative understands that the service requests/needs will be reviewed by the Supervisor as needed and that the service(s) may be changed according to requirements.

Identity Verification

To access certain services, you may be required to provide identity documents (e.g., PAN Card, Aadhaar card, driving license, voter ID) for verification purposes.

Agreement Duration and Payment Terms

This Agreement shall take effect on the Effective Date and will remain in force for one year from the signing date or until the services are fully availed, whichever occurs first, unless extended by mutual consent or terminated in accordance with the terms outlined herein-

Payment Policy:

• No cash payments will be made directly to the staff unless authorized by appropriate personnel.
• The professional service fee quoted includes all applicable taxes payable by ServEaze staff in any jurisdiction but excludes goods and services tax.

Scope of Services

The ServEaze staff will only provide the services explicitly agreed upon by both Parties under this Agreement. Any variations to this Agreement must be documented in writing (excluding email) and signed by both Parties. Amenities and Responsibilities:

• During the term of this Agreement, the Beneficiary will provide all basic amenities (e.g., proper boarding and lodging) required for the staff’s stay at the Beneficiary’s premises, at the Beneficiary’s sole cost.
• ServEaze staff will not perform any domestic or household chores, such as cleaning or cooking.
• Regular meals and beverages must be provided to the staff at appropriate times and in sufficient quantities, along with adequate resting and sleeping time.
• The Beneficiary and their family members are expected to treat the ServEaze staff with respect.

Leave and Replacement Policy

As per Indian labour laws, ServEaze staff are entitled to one day of leave for every 15 days of services rendered. If the staff member does not take leave and continues to provide services, they will be compensated accordingly. ServEaze reserves the right to replace any staff member engaged in the services, provided the replacement is similarly qualified. If a staff member is deemed unsuitable for valid reasons, this will be communicated to ServEaze, which will make efforts to find a suitable replacement within seven working days.

Termination of Agreement

Either Party may terminate this Agreement for convenience by providing a written notice of 24 hours to the other Party, or at any time with mutual consent. Additionally, either Party may terminate this Agreement immediately if the other Party fails to fulfil its obligations or is in material breach of any terms. In the event of early termination, all payments owed from the Beneficiary to the staff, or any refunds due from the staff, will become due and payable. Any remaining advance will be refunded on a pro-rata basis.

Non-Solicitation Clause:
The Beneficiary and their family members agree not to hire, solicit, or entice ServEaze staff for a period of 12 months following the expiration or termination of this Agreement. In case of breach, damages equivalent to three months’ payment will be recoverable from the Beneficiary.

Validity and Governing Law

This Agreement is valid only while the Beneficiary is alive. In the event of the Beneficiary’s death during the term, the Agreement will be deemed expired immediately, and no refunds will be issued.This Agreement shall be governed by and interpreted in accordance with the laws of India. Any disputes arising from this Agreement shall be subject to the jurisdiction of the courts in New Delhi.

Acknowledgment of Risks

The safety of the Beneficiary is of utmost priority; however, the Beneficiary acknowledges that the services provided may involve inherent risks of infection, injury, or death. By agreeing to receive these services, the Beneficiary accepts shared responsibility for maintaining safety through their own actions and willingly accepts these risks.ServEaze shall not be liable for any infection, injury, or death resulting from the services rendered during the term of this Agreement. The Beneficiary discharges ServEaze from any claims related to direct loss, damage, or consequential loss.

Indemnification

The Beneficiary agrees to indemnify ServEaze against any claims arising from personal injury, illness, infection, death, or property loss suffered by the Beneficiary or any third parties on the Beneficiary’s premises, particularly if attributable to the negligence of the Beneficiary or their associates. This indemnity is binding on the Beneficiary’s heirs, executors, and legal representatives.

Feedback and Communication

If you have any concerns, feedback, suggestions, or complaints regarding your care or services, please speak with the staff providing your care or contact our Service Excellence Desk at info@serveaze.co.in or call +918130784850.