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MerakiCare

Terms & Conditions

Last updated: 29 July 2026. These terms are between you and EnduringCare Medical Services Pvt. Ltd. (“MerakiCare”), operating from 2nd Floor, PBN Square, Road No. 36, Jubilee Hills, Hyderabad, Telangana 500033, India.

By using this website, calling us, messaging us on WhatsApp, submitting a callback request, creating an account or engaging our care team, you agree to these terms. Please read them together with our Privacy Policy.

1. Scope of services

MerakiCare coordinates and delivers home healthcare in Hyderabad and Secunderabad, including doctor home visits, nursing, physiotherapy, nursing assistant (attendant) care, medical equipment supply and diagnostic pickup / coordination. Each engagement is confirmed individually by a Care Manager after we understand the patient's needs.

2. Not an emergency service

MerakiCare is not an emergency service. Do not use this website, WhatsApp or a callback request to summon urgent medical help. For a medical emergency, call 112 or 108, or go to the nearest emergency department.

3. Medical limitations

  • Care is provided by qualified clinicians within the scope of their registration and training.
  • Website content is general health information and is not a substitute for a consultation with a qualified clinician.
  • Clinical decisions during a visit are made by the attending clinician. We aim for continuity of clinician wherever possible but cannot guarantee the same clinician for every visit.
  • We may decline to accept, continue or expand an engagement if we judge that we cannot safely deliver the required care.

4. Geographic coverage

We currently serve select localities across Hyderabad and Secunderabad. Coverage of specific addresses, timings, night visits and weekend visits is confirmed at the time of booking. A travel-zone surcharge may apply for addresses outside our defined core zones; it will be stated before you confirm.

5. Pricing and taxes

  • Prices for standard services are those shown at the point of booking on this website or communicated in writing by your Care Manager. Where a package or service depends on a variable input (duration, distance, time of day, patient acuity), the final price is calculated and shown before you confirm.
  • Taxes, if applicable to non-clinical, equipment, concierge or third-party services, will be shown before payment. Clinical services by an authorised medical practitioner or clinical establishment may be exempt from GST, subject to the applicable notification and the nature of the specific service. We do not represent that every service on the website is GST-exempt.
  • We reserve the right to update prices from time to time. Ongoing plans already activated will honour the price at activation until renewal.

6. Payment

We accept UPI, bank transfer and other methods our Care Manager communicates to you. Payment is due before service unless an alternative schedule has been agreed in writing. We do not store card details on this website; payment credentials are provided directly to the payment processor.

7. Cancellation, rescheduling and refunds

  • Ad-hoc visits: cancellations at least 4 hours before the scheduled visit are refunded in full. Cancellations after that window may be subject to a partial or full charge, depending on whether the clinician has already been dispatched.
  • Packages and subscriptions: refunds for unused units are calculated at the applicable per-unit rate at the time of purchase, less any bundled benefits that have been consumed.
  • No-show: if the clinician arrives at the confirmed address and cannot be received, we may charge for the visit.
  • Refunds are processed to the original payment method.

8. Package validity

Annual packs are valid for 12 months from the date of activation. Unused visits at the end of that period expire; rollover is not automatic and is at MerakiCare's discretion. A new pack can be purchased at any time; the previous pack's validity does not extend.

9. Equipment

Medical equipment is either rented or sold. Rented equipment remains MerakiCare's property and must be returned in working condition; deposits, damage charges and maintenance responsibilities will be stated at the point of booking. Cleaning, installation and fault-replacement terms are documented in the equipment agreement.

10. Third-party providers

Some services (diagnostics, pharmacy, home nursing beyond our team, durable medical equipment) are fulfilled by third-party partners we coordinate with. Their charges may be billed to you directly by the partner (third-party direct) or via MerakiCare on a pass-through basis (marked as such). We take reasonable care in selecting partners but do not warrant their services.

11. Your responsibilities

  • Provide accurate information about the patient, their conditions and current medications.
  • Ensure a safe environment for our team at the address of care.
  • Nominate an authorised family caregiver where required.
  • Pay agreed fees on time.
  • Treat our team with dignity. We will do the same for you.

12. Service interruption

Occasionally, weather, transport, illness or force majeure may prevent a visit from taking place as scheduled. We will let you know as soon as we can and either reschedule or, if you prefer, refund the specific visit.

13. Limitation of liability

To the extent permitted by law, MerakiCare's aggregate liability for any claim relating to a specific service will not exceed the amount you paid for that service. Nothing in these terms excludes liability that cannot lawfully be excluded — including liability for death or personal injury caused by our proven negligence.

14. Complaints and disputes

We take complaints seriously. Please email info@merakicare.in with “Complaint” in the subject; we aim to acknowledge within 48 hours and resolve within 30 days. If we cannot resolve a dispute directly, these terms are governed by Indian law and the courts at Hyderabad, Telangana have exclusive jurisdiction, subject to any statutory consumer rights you may have.

15. Changes to these terms

We may update these terms from time to time. Material changes will be posted here with a new “Last updated” date and, where appropriate, notified to active customers.

Questions about these terms? Email info@merakicare.in.