Terms of Service

Please read these terms carefully before using our services

Last Updated: January 2026

These Terms of Service ("Terms") govern your use of the Carenza website (carenza.co.in) and the home healthcare services provided by Carenza Health Care ("Carenza", "we", "us", or "our"). By accessing our website or booking any of our services, you agree to be bound by these Terms. If you do not agree to these Terms, please do not use our website or services.

1. About Carenza

Carenza is a home healthcare services company based in Mumbai, India. We provide in-home medical services including nursing care, doctor consultations, physiotherapy, dental visits, lab sample collection, and medical equipment rental through a network of licensed and verified healthcare professionals.

2. Eligibility

Our services are available to individuals located within our active service areas in Mumbai and surrounding regions. By using our services, you confirm that:

  • You are at least 18 years of age, or are booking on behalf of a minor with parental/guardian authority
  • All information provided during booking is accurate, complete, and current
  • You have the legal capacity to enter into this agreement

3. Services

Carenza offers the following home healthcare services, subject to availability in your area:

  • Home Nurse Visits
  • Home Doctor Visits
  • Home Physiotherapy Sessions
  • Medical Procedures at Home
  • Lab Sample Collection
  • Medical Equipment Rental
  • Home Dentist Visits

All services are subject to the availability of qualified professionals and service area coverage. Carenza reserves the right to decline or cancel a booking if the requested service cannot be safely provided in the stated environment.

4. Booking & Scheduling

  • Bookings can be made via our website enquiry form, phone, or WhatsApp
  • Confirmed appointments will be communicated via call or WhatsApp message
  • Rescheduling requests must be made at least 2 hours before the scheduled visit time
  • Carenza reserves the right to reschedule visits in cases of emergency, professional unavailability, or force majeure events

5. Cancellation Policy

  • Cancellations made more than 4 hours before the visit: full refund or credit (if applicable)
  • Cancellations made within 4 hours of the visit: a cancellation fee may apply
  • No-shows (professional arrives but patient is unavailable): the visit fee may be charged in full
  • Carenza-initiated cancellations: full refund or rescheduling at no extra charge

6. Patient Responsibilities

To ensure a safe and effective home visit, patients and caregivers are expected to:

  • Provide a safe, clean, and accessible environment for the healthcare professional
  • Share accurate medical history, medications, and relevant health information before the visit
  • Have valid prescriptions or doctor's orders ready for prescription-based services
  • Treat healthcare professionals with respect and professionalism at all times
  • Immediately inform Carenza of any deterioration in the patient's condition that may affect the planned service

7. Payments

Fees for services are communicated at the time of booking. Payments are accepted via cash, UPI, bank transfer, or online payment methods as applicable. Invoices are provided for all completed services. Disputes regarding billing must be raised within 7 days of the service date.

8. Limitation of Liability

Carenza and its affiliated healthcare professionals exercise due care and follow clinical best practices. However, Carenza's liability is limited to the fees paid for the specific service in question. We are not liable for:

  • Outcomes resulting from inaccurate or incomplete information provided by the patient
  • Pre-existing medical conditions or complications beyond the scope of the home service
  • Delays caused by traffic, weather, or other factors beyond our reasonable control
  • Indirect, consequential, or incidental damages arising from use of our services

9. Medical Emergency Clause

Our home healthcare services are designed for non-emergency care. In any life-threatening situation, please call 112 (Emergency Services) immediately. Our healthcare professionals are trained to recognise emergencies and will assist in arranging emergency transport where necessary, but they are not a substitute for emergency hospital care.

10. Intellectual Property

All content on the Carenza website — including text, images, logos, icons, and service descriptions — is the property of Carenza Health Care and is protected under applicable intellectual property laws. You may not reproduce, distribute, or use any content from this website without prior written permission from Carenza.

11. Privacy

Your use of our services is also governed by our Privacy Policy, which is incorporated into these Terms by reference. Please review it to understand how we collect and use your information.

12. Amendments to Terms

Carenza reserves the right to update these Terms at any time. Changes will be published on this page with a revised "Last Updated" date. Continued use of our services after changes have been published constitutes your acceptance of the revised Terms.

13. Governing Law

These Terms are governed by the laws of India. Any disputes arising from these Terms or your use of our services shall be subject to the exclusive jurisdiction of the courts of Mumbai, Maharashtra.

14. Contact Us

For any questions or concerns regarding these Terms, please contact us: