Terms & Conditions

Welcome to Panic Support, a brand owned and operated by San Lak Services Private Limited ("Company", "we", "our", or "us").

These Terms & Conditions govern your access to and use of:

• www.panicsupport.org
• Panic Support Mobile Application
• Panic Support Emergency Membership
• Ambulance Coordination Services
• Nursing Services
• Patient Attendant Services
• General Duty Assistant (GDA) Services
• Home Healthcare Services
• Elder Care Services
• Caregiver Services
• and all other services offered by the Company.

By registering, making payment, submitting an enquiry, booking any service, using our website, mobile application, WhatsApp, telephone or any other communication platform, you agree to be legally bound by these Terms & Conditions.

If you do not agree with these Terms, you must discontinue the use of our services immediately.

For the purposes of these Terms:

• Company means San Lak Services Private Limited operating under the brand name Panic Support.
• Member means a person registered under any Panic Support Membership Plan.
• Client means any individual, patient, family member, institution or organization booking Nursing or Attendant Services.
• Personnel includes Nurses, ICU Nurses, GNM, ANM, B.Sc. Nurses, Male/Female Attendants, Caregivers, General Duty Assistants (GDA) and other healthcare support personnel arranged by the Company.
• Services include Emergency Assistance, Ambulance Coordination, Nursing Services, Attendant Services, Home Healthcare, Elder Care and all allied services offered by the Company.

Panic Support provides emergency assistance coordination and healthcare support services only.

The Company is not:

• a hospital;
• a nursing home;
• a medical practitioner;
• a diagnostic centre;
• an ambulance owner or operator;
• an insurance company;
• a police authority; or
• a provider of medical diagnosis or treatment.

The Company only coordinates services through its own representatives and independent third-party service providers.

Medical advice must always be taken from the treating doctor.

Depending upon the selected plan and operational feasibility, Panic Support may provide:

• Emergency response coordination;
• Representative assistance;
• General ambulance coordination;
• Hospital admission support;
• Notification to family members;
• Coordination with hospitals and emergency contacts;
• Police coordination where necessary;
• Nursing Services;
• Patient Attendant Services;
• Elder Care Services;
• Home Healthcare Services;
• Caregiver Services; and
• Other healthcare support services offered by the Company.

All services are subject to availability, operational feasibility and these Terms.

By registering or booking any service, you confirm that:

• you are at least 18 years of age or are represented by a lawful guardian;
• all information provided is true and complete;
• you are legally authorized to use the services; and
• you agree to comply with these Terms & Conditions.

Registration and payment alone shall not activate the services.

Services shall become active only after:

• all mandatory fields in the registration form are completed;
• all required documents are submitted;
• verification is completed;
• hospital and operational coordination is completed (where applicable); and
• the Company confirms activation through WhatsApp, SMS, email, telephone or mobile application.

Service activation may require approximately 7 to 30 working days.

The Company shall not be liable for any emergency occurring before activation.

Panic Support coordinates only General Ambulance Services.

The Company does not provide, arrange or guarantee:

• ICU Ambulances;
• Ventilator Ambulances;
• Cardiac Ambulances;
• Advanced Life Support (ALS) Ambulances;
• Neonatal Ambulances;
• Air Ambulances; or
• any other specialized emergency transport.

If a specialized ambulance is required, the responsibility for arranging and paying for such services shall rest solely with the user, family members or treating hospital.

Panic Support makes reasonable efforts to respond as quickly as possible.

On average, our representatives aim to reach the registered location within 15–20 minutes.

However, depending on traffic, weather, location accessibility, ambulance availability, staff availability, public holidays, law and order conditions, natural disasters or other operational factors, the estimated response time may vary between 15 and 45 minutes, or longer in exceptional circumstances.

These response times are estimates only and shall not constitute a guarantee or contractual commitment.

The Company shall not be liable for delays caused by circumstances beyond its reasonable control.

Emergency pickup services shall ordinarily be provided only from the address registered in the member's profile.

The Company shall not be obligated to provide pickup from any unregistered location, temporary residence, workplace, hotel, public place or any other address unless specifically approved by the Company.

Members may suggest their preferred hospital while registering.

However:

• the Company reserves the absolute right to approve or reject any suggested hospital;
• the user may be required to select another approved hospital;
• the Company may recommend an alternate hospital based on operational feasibility.

During an emergency, Panic Support shall transport the member only to the approved hospital recorded in the member's profile.

The Company shall not be obligated to transport the member to any other hospital requested during the emergency unless considered necessary by the Company.

The Company's decision regarding hospital selection shall be final and binding.

Panic Support may offer Individual, Couple, Family, Premium or any other membership plans introduced from time to time.

The Company reserves the right to modify, discontinue, introduce or replace any membership plan, pricing, features, benefits or validity period without prior notice.

Membership charges are annual unless otherwise specified.

Membership fees are payable in advance and are non-refundable, except where expressly approved by the Company.

Membership charges cover only the services specifically included in the selected plan.

The following expenses are not included, unless expressly mentioned:

• Hospital charges
• Medical treatment
• Medicines
• Diagnostic tests
• Surgery charges
• Insurance claims
• Police or legal expenses
• Any third-party charges

The member shall pay such charges directly to the respective service provider.

Where applicable, members may opt for a Premium Membership by paying the prescribed refundable security deposit.

The security deposit:

• shall remain locked for a minimum period of 365 days;
• shall not carry any interest;
• shall be refundable only after successful verification and subject to these Terms;
• may be adjusted against outstanding dues, misuse, damages, penalties or legal claims.

Refund requests submitted before completion of the lock-in period shall not be entertained.

Approved refunds shall normally be processed within 7 working days.

The Company facilitates the deployment of:

• Registered Nurses
• ICU Nurses
• GNM Nurses
• ANM Nurses
• B.Sc. Nurses
• Male Attendants
• Female Attendants
• General Duty Assistants (GDA)
• Caregivers
• Elder Care Personnel
• Home Healthcare Staff
• Other healthcare support personnel

Deployment shall always remain subject to availability and operational feasibility.

The Company reserves the right to refuse or cancel any booking without assigning any reason.

All bookings are subject to:

• availability of personnel;
• operational feasibility;
• verification of information;
• advance payment (where applicable); and
• acceptance by the Company.

No booking shall be deemed confirmed unless expressly accepted by the Company.

Charges for Nursing and Attendant Services may vary depending upon:

• qualification;
• experience;
• patient condition;
• working hours;
• emergency requirement;
• city;
• distance;
• availability; and
• prevailing market conditions.

Prices displayed on the website are indicative only and may change without prior notice.

Unless otherwise agreed in writing:

• all payments shall be made in advance;
• GST and applicable taxes shall be charged separately;
• delayed payments may result in suspension or cancellation of services; and
• overdue amounts may attract interest at 18% per annum until fully paid.

Personnel shall perform only those duties specifically assigned by the Company.

Clients shall not require Personnel to:

• perform illegal acts;
• administer treatment beyond their qualifications;
• prescribe medicines;
• operate vehicles;
• undertake hazardous work;
• handle cash or valuables;
• perform unrelated domestic work; or
• perform duties outside the agreed scope of services.

The Client shall:

• provide accurate patient information;
• disclose infectious or contagious diseases;
• provide complete medical history;
• arrange prescribed medicines;
• provide required medical equipment;
• maintain hygienic and safe working conditions;
• cooperate with deployed personnel; and
• follow the advice of the treating doctor.

The Company shall not be liable for losses arising from incomplete, false or outdated information provided by the Client.

Replacement of any Nurse, Attendant or Caregiver shall be subject to operational feasibility and availability.

The Company does not guarantee the availability or continuity of any specific Personnel.

Replacement shall be the maximum obligation of the Company.

Personnel deployed by the Company are independent contractual resources and/or third-party service providers.

Nothing contained in these Terms shall create an employer–employee relationship between the Client and the Company, or between the Company and the deployed Personnel.

The Client shall not directly employ, engage, solicit or contract with any Personnel introduced by the Company during the service period or within 12 months after completion of the services.

Any violation shall entitle the Company to recover placement charges equal to six (6) months' service charges or ₹1,00,000, whichever is higher, in addition to any other legal remedies available.

No payment shall be made directly to any Nurse, Attendant, Caregiver or other Personnel.

Any payment made directly shall be entirely at the Client's own risk and shall not reduce or discharge the Client's payment obligations towards the Company.

Panic Support services shall not be available for:

• routine medical consultations;
• planned hospital admissions;
• elective surgeries;
• pregnancy or maternity care;
• scheduled dialysis;
• physiotherapy;
• chemotherapy or radiation sessions;
• routine health check-ups;
• vaccinations;
• cosmetic procedures;
• non-emergency transportation;
• inter-hospital transfers; or
• any planned or non-emergency medical requirement.

The Company reserves the absolute right to determine whether a request qualifies as an emergency, and its decision shall be final.

Every Member and Client shall:

• provide true, accurate and complete information;
• promptly update any change in address, contact details, nominee information, medical history, insurance details or preferred hospital;
• cooperate with the Company's representatives and service providers;
• use the services only for lawful and genuine purposes; and
• comply with these Terms & Conditions.

The Company shall not be liable for any loss arising from incorrect, incomplete or outdated information provided by the user.

The Member confirms that all emergency contacts and nominees provided during registration have consented to their information being shared with hospitals, ambulance providers, police authorities or other relevant agencies whenever necessary during an emergency.

Panic Support does not provide medical diagnosis, medical consultation, prescriptions or treatment.

Any medical decision shall remain solely with the treating doctor, hospital or qualified medical professional.

Users should always seek professional medical advice for any health-related condition.

Panic Support makes reasonable efforts to coordinate emergency assistance and healthcare support.

However, the Company does not guarantee:

• saving of life;
• recovery;
• cure;
• improvement in medical condition;
• hospital admission;
• ambulance availability;
• successful treatment;
• prevention of injury, disability or death; or
• any specific medical outcome.

Hospitals, doctors, nurses, ambulance operators, diagnostic centres, laboratories, police authorities and other service providers are independent third parties.

Panic Support shall not be responsible or liable for their:

• acts or omissions;
• negligence;
• delays;
• medical decisions;
• treatment quality;
• service standards; or
• professional conduct.

The Company may require identity verification before providing or continuing any service.

Failure or refusal to provide satisfactory identification may result in refusal, suspension or termination of services.

The following shall constitute misuse of services:

• false or misleading information;
• prank or fake SOS alerts;
• repeated non-emergency requests;
• fraudulent claims;
• misuse of membership;
• violation of these Terms;
• illegal activities; or
• any act causing loss or inconvenience to the Company.

The Company may immediately suspend or terminate services without refund and recover any losses arising from such misuse.

Members, Clients, family members or any person acting on their behalf shall not abuse, threaten, harass or assault any Company employee, representative, nurse, attendant, ambulance personnel or service provider.

Any such conduct may result in immediate suspension or permanent termination of services without refund, in addition to legal action.

Panic Support and its Personnel shall not be responsible for the loss, theft or damage of:

• cash;
• jewellery;
• mobile phones;
• laptops;
• ATM cards;
• important documents;
• passwords;
• vehicles;
• household items; or
• any other valuables.

Users are advised to keep all valuables secure at all times.

The Company shall not be liable for delays or service interruptions caused by:

• internet failures;
• mobile network issues;
• GPS inaccuracies;
• server downtime;
• software or application malfunction;
• power failures;
• third-party technology failures; or
• any technical issue beyond the Company's reasonable control.

The Member and Client authorize the Company to record, store and use:

• telephone calls;
• WhatsApp communications;
• emails;
• SMS;
• photographs;
• GPS information;
• CCTV footage (where applicable); and
• other electronic communications

for emergency coordination, operational purposes, quality assurance, dispute resolution, legal compliance and staff training.

Personal information collected by the Company shall be handled in accordance with the Company's Privacy Policy.

The Company may share necessary information with hospitals, ambulance providers, medical personnel, police authorities, insurance companies or other authorized agencies whenever reasonably required for providing services or complying with applicable law.

All website content, trademarks, logos, software, graphics, pricing, agreements, documents, training materials and business methods are the exclusive property of San Lak Services Private Limited.

No part may be copied, reproduced, modified or commercially used without the Company's prior written permission.

Users shall not:

• hack or attempt unauthorized access;
• upload malicious software;
• misuse online forms;
• impersonate another person;
• interfere with website operations; or
• violate any applicable law.

The Company may suspend or permanently block access without prior notice.

The Company reserves the absolute right to:

• modify any membership plan or service;
• revise pricing or benefits;
• discontinue any service;
• suspend operations;
• withdraw from any city or locality;
• refuse any booking;
• suspend or terminate any membership; or
• reject any service request,

at its sole discretion and without assigning any reason.

Where deemed appropriate, the Company may refund the whole or part of the membership amount or refundable security deposit after deducting any applicable dues, damages or liabilities.

The Company's decision shall be final and binding.

The Company shall not be liable for any delay or failure in performance caused by events beyond its reasonable control, including:

• natural disasters;
• floods;
• earthquakes;
• pandemics;
• epidemics;
• strikes;
• riots;
• civil unrest;
• war;
• government restrictions;
• transportation disruptions;
• power failures; or
• any other force majeure event.

To the maximum extent permitted by law, the total liability of Panic Support shall not exceed the amount actually paid by the Member or Client for the relevant service.

The Company shall not be liable for any indirect, incidental, consequential, exemplary or punitive damages, including loss of income, business interruption, emotional distress or similar losses.

Unless expressly stated otherwise:

• membership fees are non-refundable;
• processing and administrative charges are non-refundable;
• payments made for deployed Nursing or Attendant Services are non-refundable after deployment;
• refundable security deposits shall be governed by the applicable Premium Membership terms.

The Company may modify or update these Terms & Conditions at any time.

The latest version published on the official website or mobile application shall prevail.

Continued use of the services shall constitute acceptance of the revised Terms.

These Terms & Conditions shall be governed by the laws of India.

The parties shall first attempt to resolve disputes amicably.

If a dispute remains unresolved, it shall be referred to arbitration in accordance with the Arbitration and Conciliation Act, 1996, as amended.

The arbitration shall be conducted by a sole arbitrator.

The seat and venue of arbitration shall be Mumbai, Maharashtra.

Subject to applicable law, the competent courts at Mumbai, Maharashtra shall have exclusive jurisdiction over all matters arising out of these Terms.

By:

• registering as a Member;
• booking any service;
• making payment;
• clicking "I Agree";
• submitting any online form;
• communicating through WhatsApp, email or SMS; or
• continuing to use the Company's website, mobile application or services,

the user confirms that they have read, understood and agreed to be legally bound by these Terms & Conditions.

Such electronic acceptance shall constitute a valid and enforceable agreement under applicable Indian law.