Ambulance Policy
This Service Level Agreement ("SLA") is issued by Arogya Mantra Healthtech Private Limited, operating under the brand name HealthEasy EMI Ambulance Services ("HealthEasy EMI", "Company", "we", "our", or "us").
This SLA forms an integral part of the Terms & Conditions governing the use of HealthEasy EMI Ambulance Services and establishes the service standards, operational commitments, performance objectives, and responsibilities applicable to users, ambulance partners, hospitals, healthcare institutions, and other stakeholders using the Platform.
This SLA is intended to provide transparency regarding expected service levels and shall be read together with:
- Terms & Conditions
- Privacy Policy
- Cancellation & Refund Policy
- Cookie Policy
- Applicable Partner Agreements
The objectives of this SLA are to:
- Define measurable service standards;
- Promote reliable ambulance transportation services;
- Establish accountability among service participants;
- Improve patient access to emergency and non-emergency transportation;
- Create a transparent escalation and grievance mechanism;
- Monitor service quality and partner performance.
HealthEasy EMI operates as a technology platform and service facilitator that connects users with independent ambulance operators, healthcare transport providers, hospitals, and emergency medical service providers.
HealthEasy EMI does not guarantee ownership, control, or operation of every ambulance available through the Platform unless expressly stated.
Services covered under this SLA include:
- Basic Life Support (BLS) Ambulances;
- Advanced Life Support (ALS) Ambulances;
- ICU Ambulances;
- Cardiac Ambulances;
- Neonatal Ambulances;
- Mortuary and Hearse Services;
- Inter-Hospital Transfers;
- Scheduled Patient Transportation;
- Home Healthcare Transportation;
- Corporate and Institutional Transport Programs;
- Subscription-Based Transport Services;
- EMI and Healthcare Financing Transport Services.
| Service Parameter | Target Service Level |
|---|---|
| Platform Availability | 99.5% Monthly Uptime Target |
| Mobile Application Access | 24 × 7 Availability |
| Website Access | 24 × 7 Availability |
| Customer Support Availability | 24 × 7 (subject to operational conditions) |
| Ambulance Booking Services | Continuous Availability, subject to ambulance supply and serviceability |
The above service levels are operational targets and shall not constitute guaranteed performance commitments.
5.1 Emergency Ambulance Requests
For emergency ambulance bookings:
| Parameter | Target |
|---|---|
| Booking Confirmation | Within 3 Minutes |
| Ambulance Assignment | Subject to Availability |
| Urban Arrival Target | 15–25 Minutes |
| Semi-Urban Arrival Target | 30–45 Minutes |
Actual response times may vary depending upon:
- Traffic conditions;
- Road accessibility;
- Ambulance availability;
- Weather conditions;
- Local regulations;
- Public emergencies.
5.2 Scheduled Ambulance Services
For pre-booked transportation services:
| Parameter | Target |
|---|---|
| Booking Confirmation | Immediate or within 15 Minutes |
| Dispatch Confirmation | Prior to Scheduled Pickup |
| Arrival Window | ±10 Minutes of Scheduled Time |
5.3 Intercity and Long-Distance Transfers
Intercity transport timelines shall depend upon:
- Route conditions;
- Regulatory checkpoints;
- Medical requirements;
- Hospital coordination;
- Driver availability.
- Estimated arrival times are indicative only.
All ambulance partners operating through the Platform shall:
- Regulatory Compliance
- Maintain valid registrations and permits;
- Comply with applicable healthcare and transport regulations;
- Maintain required insurance coverage.
- Vehicle Standards
- Ensure roadworthy condition of ambulances;
- Maintain required medical equipment;
- Ensure functioning oxygen systems where applicable;
- Maintain hygiene and infection-control standards.
- Personnel Standards
- Employ qualified drivers;
- Employ trained Emergency Medical Technicians (EMTs), paramedics, or healthcare personnel where required;
- Maintain necessary certifications and training.
- Technology Standards
- Maintain GPS functionality;
- Keep communication devices operational;
- Respond promptly to assigned requests.
Users are responsible for:
- Providing accurate pickup and destination information;
- Providing correct patient details;
- Communicating medical requirements honestly;
- Remaining available at pickup locations;
- Cooperating with ambulance personnel;
- Following safety instructions;
- Making timely payments;
- Avoiding misuse of emergency transportation services.
- False bookings, abuse, or fraudulent conduct may result in suspension of services.
HealthEasy EMI continuously monitors service quality using the following performance indicators:
| Performance Indicator | Target |
|---|---|
| Booking Confirmation Accuracy | ≥ 98% |
| Dispatch Processing Time | ≤ 3 Minutes (Average) |
| On-Time Arrival Rate | ≥ 90% |
| Customer Support Initial Response | ≤ 30 Seconds (Average) |
| Complaint Resolution Time | ≤ 48 Hours |
| Ambulance Hygiene Rating | ≥ 4/5 Average User Rating |
These metrics are internal operational benchmarks and do not create individual contractual guarantees.
Users may seek support through the following escalation channels:
| Level | Contact Point | Target Response Time |
|---|---|---|
| Level 1 | In-App Support / Helpline | Immediate |
| Level 2 | Customer Support Team | Within 24 Hours |
| Level 3 | Nodal Officer / Operations Team | Within 48 Hours |
| Level 4 | Compliance & Legal Team | Within 7 Business Days |
HealthEasy EMI shall use commercially reasonable efforts to investigate and address complaints relating to:
- Delayed ambulance arrivals;
- Billing concerns;
- Driver conduct;
- Service quality concerns;
- Platform-related issues;
- Partner compliance concerns.
- Resolution timelines may vary depending on the complexity of the matter.
Where a service failure is determined to have occurred due solely to HealthEasy EMI or an ambulance partner's operational lapse, HealthEasy EMI may, at its sole discretion:
- Provide promotional credits;
- Offer discount vouchers;
- Waive booking fees;
- Arrange alternate transportation;
- Initiate corrective actions against the ambulance partner.
- Such measures are goodwill gestures and do not constitute admission of liability.
Service levels described in this SLA shall not apply where performance is affected by:
- Natural disasters;
- Floods;
- Earthquakes;
- Cyclones;
- Pandemics;
- Government restrictions;
- Road closures;
- Law enforcement activities;
- Civil unrest;
- Network outages;
- GPS failures;
- Third-party system failures;
- Hospital delays;
- Ambulance provider breakdowns beyond reasonable control.
HealthEasy EMI processes booking, location, communication, and patient information in accordance with:
- Digital Personal Data Protection Act, 2023;
- Information Technology Act, 2000;
- Applicable healthcare regulations;
- HealthEasy EMI Privacy Policy.
Location and GPS information are used solely for:
- Ambulance tracking;
- Operational management;
- Service verification;
- Audit and compliance purposes.
HealthEasy EMI may conduct periodic reviews and audits of ambulance partners, including:
- Vehicle inspections;
- Documentation reviews;
- Service quality assessments;
- User feedback analysis;
- Compliance verification.
- Partners failing to meet operational standards may be subject to corrective actions, suspension, or removal from the Platform.
To the fullest extent permitted by applicable law:
HealthEasy EMI's obligations under this SLA are limited to commercially reasonable efforts to facilitate ambulance transportation services.
Nothing contained in this SLA shall be interpreted as a guarantee of:
- Ambulance availability;
- Dispatch times;
- Arrival times;
- Clinical outcomes;
- Medical treatment results.
HealthEasy EMI shall not be liable for indirect, incidental, consequential, special, punitive, or exemplary damages arising from service interruptions, delays, medical outcomes, or third-party actions.
The aggregate liability of HealthEasy EMI under this SLA shall not exceed the amount paid by the User for the specific booking giving rise to the claim.
Nothing in this clause limits liability that cannot be excluded under applicable law.
HealthEasy EMI reserves the right to amend, update, or modify this SLA at any time.
Revised versions shall be published on the Platform and become effective upon publication unless otherwise specified.
Continued use of the Services constitutes acceptance of the revised SLA.
This SLA shall be governed by and construed in accordance with the laws of India.
Any dispute arising out of or relating to this SLA shall be subject to the exclusive jurisdiction of the competent courts located in Pune, Maharashtra, India.
HealthEasy EMI Ambulance Services
Arogya Mantra Healthtech Private Limited
Customer Support: support@healtheasyemi.com
Helpline: +91-8855919195
Website: www.healtheasyemi.com
Registered Office: Office no.23, 3rd Floor, Aston Plaza, Narhe Ambegaon Rd, above Star Bazaar, Ambegaon Budruk, Pune, Maharashtra 411046
Disclaimer
This SLA describes target operational service levels and performance objectives. It does not create any guarantee of ambulance availability, dispatch timing, arrival timing, medical outcome, or uninterrupted platform operation. Ambulance services remain subject to availability, operational feasibility, regulatory requirements, and circumstances beyond reasonable control.Service Level Notice: The service levels published by HealthEasy EMI represent operational targets and performance objectives only. Ambulance availability, dispatch timing, arrival timing, and transportation outcomes may vary based on traffic, weather, regulatory restrictions, medical priorities, and other factors beyond reasonable control. Please review the full Service Level Agreement for details.