Payment, Refund & Cancellation Policy

Payment Policy

• Applicable services: all services including Attendant, Nursing Care, Critical Care, Infant Care and Rehab Care, except Physiotherapy and short-term intervention services.
• Only direct payment to Suraksha24: you do not need to pay the caregiver in cash or cheque unless asked to by the Suraksha24 customer-service team. Payment is made directly to Suraksha24, online/via the app, or through a requested cash/cheque pickup.
• Payment mode: app, online, NEFT, cheque and cash payments are all accepted. Suraksha24 promotes and prefers advance online payment, which enables us to pay our caregivers on time without hassle. For cash/cheque pickup, the amount must be more than ₹1,500 any amount below that should be paid online.
• Taxes: a 5% tax applies to all services provided by Suraksha24, in accordance with prevailing tax regulations.

Payment Facilities

• Weekly: a weekly invoice is generated every 7 days and must be paid in advance. Non-advance payment adds a penalty of ₹100 per day.
• Monthly: this is an advance-payment service you will need to pay 30 days in advance, or the weekly cycle will apply by default.
• Surcharge: a surcharge applies during festival season as an add-on incentive for the caregiver to work and support the patient. You will be informed of the surcharge two days before any festival; it may range from ₹100 to ₹300 per 12-hour visit, depending on the festival.

General Terms and Conditions on Payments

• Suraksha24 will not be accountable for any amount paid directly to a CareGiver. The service fee must be paid to Suraksha24, and under no circumstances will an amount paid to the CareGiver be adjusted against the service fee.
• If payment is not made within 30 days of the overdue date, the case may be legally filed, and the dispute will be resolved in the Kolkata district court.
• Invoiced amounts include payment charges only for visits where the caregiver’s attendance has been verified. Any invoice is not a final amount charges for unverified visits will be added after confirmation from both the customer and the caregiver.

Refund Policy

• Once a refund is initiated, the balance amount will be credited to your account within 3 working days.
• Refunds are processed only through NEFT.

Cancellation Policy

• You may cancel or reschedule any appointment by calling +91 98747 07070, or through the website or mobile app, no later than 24 hours before the scheduled appointment otherwise you will be charged 100% of the service charge.
• If you request a rescheduling, Suraksha24 does not guarantee that the same CareGiver will be available again, or at the rescheduled time.
• Suraksha24 may cancel or reschedule any appointment without prior notice.

In case of cancellation by Suraksha24, any advance payment made by you to Suraksha24 for the affected Service will be refunded.

Questions about a charge?

Contact our care team at care@suraksha24.co.in or call +91 98747 07070 and we’ll help sort it out. This policy should be read together with our Terms & Conditions.