Naitik Enterprises provides Nursing and Housekeeping services at customer locations. By
booking or using our services, the customer agrees to the following Service Policy and
Terms & Conditions.
1. General Terms
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The services provided by Naitik Enterprises will be based on the service selected by
the Customer and the scope agreed at the time of booking.
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Service availability, timings, staff availability and service duration may vary
depending on location, staff availability and the requirements of the Customer.
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The Customer must provide accurate information regarding the service requirements,
location, patient condition (where applicable), working environment and any relevant
instructions.
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Any special requirement outside the agreed scope of service may be subject to
additional charges and availability.
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The Company reserves the right to refuse or discontinue a service where the working
environment is unsafe, abusive, illegal, medically inappropriate for the assigned
staff, or materially different from the information provided at booking.
2. Customer's Household Items & Personal Belongings
The Customer is responsible for securing valuable, fragile and personal belongings
before the commencement of service.
These may include, but are not limited to:
- Cash
- Jewellery
- Mobile phones
- Laptops and electronic devices
- Important documents
- Keys
- Collectibles
- Expensive household items
- Medicines
- Personal valuables
Naitik Enterprises does not accept responsibility for loss, disappearance or damage to
personal belongings where such loss or damage is not caused by the Company's proven
negligence, wilful misconduct or other liability imposed by applicable law.
Customers are strongly advised to keep valuables and sensitive documents in a secure
location before the service begins.
3. Housekeeping Service — Property & Damage Policy
Our housekeeping staff are expected to exercise reasonable care while performing the
agreed services.
However, the Company will not ordinarily be responsible for:
- Pre-existing damage
- Normal wear and tear
- Damage caused by defective or fragile items
- Damage caused by improper installation or poor maintenance of an item
- Damage caused by hidden defects
- Damage caused by materials supplied by the Customer
- Damage caused by unsafe electrical connections
- Damage resulting from instructions given by the Customer
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Damage caused by moving extremely heavy or unsafe objects where such movement was not
part of the agreed service
- Damage arising from work outside the agreed scope
The Customer must inform the Company before service begins about any fragile, damaged,
high-value or specially maintained item.
Where the Company or its staff causes damage through proven negligence or wilful
misconduct, the matter will be reviewed and handled in accordance with applicable law
and the Company's damage-resolution procedure.
4. Housekeeping — Customer-Provided Materials
Where the Customer provides:
- Cleaning chemicals
- Equipment
- Electrical appliances
- Tools
- Cleaning solutions
- Special cleaning products
the Customer is responsible for informing the staff about their correct usage and any
known risks.
The Company will not be responsible for damage caused solely by defective, unsuitable,
expired, incorrectly labelled or improperly stored products supplied by the Customer,
except where liability arises from the Company's own negligence or applicable law.
5. Hazardous Materials & Unsafe Conditions
Housekeeping staff must not be required to handle dangerous or illegal substances.
This may include:
- Highly toxic chemicals
- Biohazardous materials
- Unknown substances
- Explosive materials
- Illegal substances
- Unsafe electrical systems
- Dangerous structural conditions
If the working environment presents a serious safety risk, the staff member may stop the
relevant task and notify the Company/Customer.
6. Keys, Access & Security
If the Customer provides keys, access cards, passwords or other access mechanisms:
- The Customer should provide only the access necessary for the agreed service.
- The Customer should not provide unnecessary personal or financial information.
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Keys/access devices should be handed over and received through an agreed process
wherever possible.
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The Customer should immediately report any suspected loss, misuse or unauthorized
access.
Naitik Enterprises does not encourage customers to share banking passwords, OTPs, ATM
PINs or other financial authentication information with staff.
7. Nursing Service — Scope of Care
Nursing services will be provided according to the service booked and the
qualifications/scope of the assigned professional.
The Customer must provide accurate information regarding:
- Patient condition
- Existing medical history
- Allergies
- Current medicines
- Doctor's instructions
- Mobility limitations
- Known medical risks
- Special care requirements
The Company and assigned staff must not be expected to perform services outside their
professional qualifications, legal permissions or agreed scope.
8. Medical Decisions & Emergencies
Naitik Enterprises provides support services and does not replace a hospital, emergency
department or treating doctor.
In case of a medical emergency, the Customer/attendant should immediately contact the
appropriate emergency medical service and/or treating doctor.
Where reasonably necessary and permitted, our staff may assist in contacting the
Customer's family member, doctor or emergency service.
The Company does not guarantee a particular medical outcome.
9. Medicines & Medical Instructions
Where medication-related assistance is part of the agreed nursing service, staff shall
act according to applicable law, professional scope and instructions provided by the
treating medical professional/customer.
The Customer should provide properly labelled medicines and clear instructions.
Nursing staff must not be expected to independently prescribe, change, discontinue or
substitute medicines unless legally authorized and professionally permitted to do so.
Any change in treatment should be directed by the treating medical professional.
10. Patient Consent & Information
The Customer/patient should provide appropriate consent for the services being provided.
Where the patient is unable to provide consent, the appropriate authorized family
member/representative should provide the necessary information and authorization as
applicable.
The Customer must not knowingly provide false or materially incomplete information about
a patient's condition where such information could affect safe service delivery.
11. Privacy & Confidentiality
Naitik Enterprises and its personnel should treat customer and patient information as
confidential and use it only for legitimate service-related purposes, subject to
applicable law.
Information may include:
- Name
- Phone number
- Address
- Patient information
- Service requirements
- Appointment details
- Emergency contact details
We will take reasonable measures to protect personal information.
Where personal data is collected or processed through the website, booking system or
other digital channels, the Company should provide appropriate privacy notices and obtain
consent where required by applicable law. India's Digital Personal Data Protection Act,
2023 includes requirements around clear, informed and specific consent for personal-data
processing where consent is the applicable basis.
12. Staff Conduct & Customer Conduct
Both Customers and Company personnel are expected to maintain respectful and professional
conduct.
The Company does not tolerate:
- Physical abuse
- Verbal abuse
- Threats
- Harassment
- Sexual harassment
- Discrimination
- Intimidation
- Unsafe working conditions
- Illegal activities
If a staff member faces an unsafe or abusive environment, the Company may suspend or
terminate the service after appropriate communication, subject to applicable law.
Similarly, Customers may report inappropriate conduct by any Company representative for
investigation.
13. Personal Safety & Working Environment
The Customer is responsible for informing the Company about known hazards at the service
location.
Examples include:
- Aggressive animals
- Unsafe electrical wiring
- Construction hazards
- Slippery surfaces
- Infectious risks
- Dangerous individuals
- Structural instability
- Other known safety hazards
The Company may request reasonable safety measures before commencing or continuing
service.
14. Service Timings
Service timings are agreed at the time of booking.
Delays may occur due to:
- Traffic
- Weather
- Emergencies
- Staff availability
- Unexpected circumstances
- Operational issues
The Company will make reasonable efforts to communicate significant delays and arrange
alternatives where possible.
15. Cancellation & Rescheduling
Customers may request cancellation or rescheduling before the scheduled service.
Any applicable cancellation, rescheduling or refund charges will be communicated at the
time of booking or through the applicable booking policy.
Repeated cancellations, no-shows or last-minute changes may result in additional charges
or restrictions on future bookings, subject to applicable law.
16. Payment
The Customer agrees to pay the applicable service charges communicated at the time of
booking.
Additional charges may apply where:
- The service duration is extended with Customer approval.
- Additional work is requested.
- The Customer requests work outside the original scope.
- Additional materials are required and agreed upon.
The Customer should obtain confirmation of any additional charges before such additional
services are performed wherever reasonably possible.
17. Refund Policy
Refunds, where applicable, will be processed according to the Company's
refund/cancellation policy and applicable law.
Where a service could not be provided due to reasons attributable to the Company, the
Company will review the matter and provide an appropriate resolution in accordance with
the applicable terms and law.
Nothing in this policy is intended to exclude any consumer right that cannot legally be
excluded.
18. Damage / Incident Reporting
Any alleged:
- Property damage
- Loss
- Missing item
- Staff misconduct
- Service issue
- Safety incident
should be reported to Naitik Enterprises as soon as reasonably possible.
The Company may request:
- Photographs/videos
- Service date and time
- Details of the incident
- Relevant invoices or proof of value
- Statements from persons present
The Company may investigate the incident before determining an appropriate resolution.
19. Limitation of Liability
To the extent permitted by applicable law, Naitik Enterprises shall not be responsible
for indirect, incidental or consequential losses arising solely from circumstances
outside the Company's reasonable control.
However, nothing in these Terms shall be interpreted as excluding or limiting liability
that cannot legally be excluded or limited, including liability arising from the
Company's proven negligence, wilful misconduct or other liability imposed by applicable
law.
The Company does not exclude statutory consumer rights.
The Consumer Protection Act, 2019 recognizes liability where a service is deficient,
inadequate, negligent or fails to conform to applicable contractual terms.
20. Force Majeure
The Company will not be considered in breach of its obligations where performance is
prevented or materially affected by circumstances beyond its reasonable control,
including:
- Natural disasters
- Floods
- Fire
- Epidemics/pandemics
- Government restrictions
- Civil disturbances
- Severe weather
- Transportation disruptions
- Major infrastructure failures
- Other circumstances beyond reasonable control
The Company will make reasonable efforts to resume or reschedule services where possible.
21. Service Quality & Consumer Rights
Naitik Enterprises aims to provide services with reasonable care, professionalism and
according to the agreed scope.
Customers may raise complaints regarding service quality, conduct, billing or other
concerns.
Nothing in this policy is intended to remove or restrict rights available to a Customer
under applicable consumer-protection laws.
22. Complaints & Grievances
For complaints or service-related concerns, customers should contact Naitik Enterprises
through the official contact details provided on the website.
The complaint should include:
- Customer name
- Contact number
- Service type
- Date of service
- Location
- Description of the issue
- Supporting evidence, if available
The Company will review complaints and attempt to resolve genuine issues fairly and
within a reasonable period.
23. Changes to Services or Policy
Naitik Enterprises may update service offerings, pricing, procedures or these Terms from
time to time.
The latest version published on the official website will apply to future bookings,
subject to applicable law and any contractual terms already agreed with the Customer.
24. Governing Law
These Terms shall be governed by the applicable laws of India.
Any dispute shall be subject to the jurisdiction of the appropriate courts/consumer
forums having jurisdiction under applicable law.
Nothing in this clause is intended to take away any statutory jurisdiction or consumer
remedy available under applicable law.
25. Customer Acknowledgement
By booking or using Naitik Enterprises services, the Customer acknowledges that:
- They have provided accurate information relevant to the service.
- They understand the agreed scope of service.
- They will secure valuables and fragile belongings.
- They will disclose relevant safety or medical information where applicable.
- They will provide safe access to the service location.
- They will treat Company personnel respectfully.
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They understand that Naitik Enterprises does not replace a hospital or treating doctor
for emergency medical care.
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They understand that the Company cannot contractually exclude liabilities that cannot
legally be excluded.
