Terms of service
Last updated: 31st Oct 2026
1. About these terms
These terms apply when you use the YES Health website, or book or receive any YES Health service. YES Health is a brand of YellowStone Healthcare Services Private Limited ("YES Health", "we", "us"), registered in India (CIN: U87300MH2026PTC474683), with its registered office at Lower Parel, Mumbai, Maharashtra.
"You" means the person who books the service. "Patient" means the person receiving care, who may be you or a family member.
By booking or using our services, you agree to these terms, our Privacy Policy and any care-specific terms we share when we confirm your booking. If those care-specific terms differ from these, the care-specific terms apply for that booking.
You must be at least 18 years old to book services. If you book for someone else, you confirm that you have their consent, or that you are their parent, guardian or legally authorised representative.
2. Our services
We provide doctor-led healthcare at home in Mumbai, including:
- nursing and attendant care
- doctor consultations at home and by video
- ICU-level care at home, recovery after surgery, elderly care, pain management and comfort care
- procedures at home, such as injections, dressings, catheter care and IV therapy
- medical equipment on rent or for sale, lab tests, X-ray and ECG at home, physiotherapy and nutrition guidance
Some services are provided by our own staff and some by partners we select, such as nurse and attendant bureaus, labs, pharmacies and equipment suppliers. We tell you which partner provides a service when you book.
We are not an emergency service. If the patient has chest pain, difficulty breathing, severe bleeding, loss of consciousness or any other emergency, call 108 or go to the nearest hospital straight away. Our staff will call for emergency help and stay with the patient until it arrives, but hospital and ambulance costs are payable by you.
Home care is not suitable for every condition. Our doctor may advise hospital care if it is safer for the patient. Information on our website is general and is not a substitute for advice from a doctor who has examined the patient.
3. Booking and care plans
- Enquiry. You contact us by WhatsApp, phone (+91 84240 71512) or our website form. An enquiry is not a booking.
- Assessment. Our doctor or care team reviews the patient's needs, medical reports and home set-up. This may be by phone, video or a home visit.
- Care plan and quote. We share a written care plan with the services, staff, duration and charges.
- Confirmation. A booking is confirmed only when we send written confirmation, by WhatsApp or email, and you pay any advance due.
We will try to send staff who match the patient's needs and language. We try to keep the same nurse or attendant, but may need to change staff because of leave, illness or the patient's changing needs. We will tell you in advance whenever possible.
We may decline or stop a booking if the patient's condition cannot be safely managed at home, or if a term in section 5 is broken. We will explain why and help arrange other care.
4. Fees, payment, cancellations and refunds
Fees. Charges are as stated in your care plan or quote, plus applicable GST. Consumables, medicines, lab tests, equipment and travel outside Mumbai are charged separately unless the quote says they are included.
Payment. Long-term care is billed in advance, weekly or monthly. Single visits and procedures are paid before or at the visit. You can pay by UPI, bank transfer, or cash up to ₹10,000. We give a receipt for every payment. If payment is overdue by more than 7 days, we may pause services after giving you notice.
Security deposit. Some services, such as long-term care and equipment rental, need a refundable deposit. We refund it within 14 working days after the service ends, less any unpaid charges or damage, with a written breakdown.
Cancellations and refunds.
| Situation | What happens |
|---|---|
| You cancel a visit 48 hours or more before it starts | Full refund of any amount paid for that visit |
| You cancel less than 48 hours before a visit | Charge for one visit or one day |
| You end long-term care early | Give 3 days' notice. Unused days are refunded after deducting the notice period |
| We cancel, or cannot provide staff | Full refund of the amount paid for the missed service |
| Equipment returned within 48 hours because of a major defect | Replacement or full refund |
| Consumables and medicines | Not returnable once delivered, unless damaged or wrong |
Refunds are paid to the original payment method within 8 to 10 working days.
5. Responsibilities
What we promise. Every YES Health staff member and partner we send will:
- carry a photo ID and introduce themselves
- be qualified and verified for the work they do
- explain care to the patient before giving it, and respect their dignity and privacy
- follow the care plan and our doctor's instructions
- not take photos of the patient or home except for clinical records, with consent, and never post on social media
What we ask of you and your family.
- Give us complete and accurate medical information, including medicines, allergies and recent reports, and tell us promptly about any change.
- Provide a safe place to work, basic facilities such as drinking water and a washroom, and for live-in staff, a place to rest and meals or a meal allowance.
- Treat our staff with respect. We will withdraw staff if they face abuse, harassment or unsafe conditions.
- Ask staff to do only the tasks in the care plan. Household work such as cooking for the family or cleaning is not included.
- Keep valuables, cash and jewelry secure. Tell us at once if anything goes missing.
- Do not hire our staff directly, or through another agency, during the service or for 6 months after it ends. If you do, a placement fee of one month's charges applies.
Concerns about staff. If you are unhappy with a staff member, tell us. We will look into it and, where reasonable, replace them within 48 to 72 hours.
6. Equipment, medicines and partner services
Medical equipment. Equipment is delivered, installed and explained by a trained technician. A prescription is needed for some equipment, such as oxygen concentrators and BiPAP machines.
- Rental equipment stays our property or our supplier's. The minimum rental period will be communicated to you.
- Please do not move, open or repair equipment yourself. Call us if it stops working and we will repair or replace it at no charge, unless it was damaged by misuse.
- You are responsible for loss of, or damage to, rental equipment beyond normal wear.
- Equipment you buy is covered by the manufacturer's warranty.
Medicines and lab tests. Medicines are supplied by licensed partner pharmacies against a valid prescription. Samples are tested by NABL-accredited partner labs, and reports come from the lab. Each partner is responsible for its own products and reports. We help you resolve any problem with them.
Video consultations. Some consultations take place by video. If the connection fails, the doctor may continue by phone or arrange a home visit. A doctor may decide that a patient must be examined in person.
7. Website, intellectual property and liability
Using our website. Please do not misuse the website, for example by sending false enquiries, trying to break its security or copying its content in bulk. The website may link to other sites. We are not responsible for their content.
Our brand and content. The YES Health name, logo, website design, text and images belong to YellowStone Healthcare Services Private Limited or are used under license. You may not copy or use them without our written permission.
Our liability. We provide our services with reasonable care and skill, in line with accepted medical practice. We are not responsible for:
- outcomes caused by the patient's underlying illness, or by advice given or treatment prescribed by doctors outside YES Health
- harm caused by inaccurate or incomplete information given to us
- delays caused by events outside our reasonable control, such as floods, strikes, epidemics or government orders
- indirect losses, such as lost income
Except where the law does not allow it, our total liability for any claim is limited to the fees you paid for the service the claim relates to. Nothing in these terms limits liability for death or injury caused by our negligence, or any right you have under consumer protection law.
8. Privacy, changes and disputes
Privacy. How we collect, use and protect personal and health information is explained in our Privacy Policy.
Messages from us. By booking, you agree that we may contact you by phone, WhatsApp, SMS or email about your enquiry and the patient's care. We send offers or news only if you agree, and you can opt out at any time.
Changes to these terms. We may update these terms. The version on our website, with its date, applies to new bookings. If a change affects an ongoing booking, we will tell you first.
Complaints. If something goes wrong, please tell us first so we can put it right. Contact our team on +91 84240 71512 or [email protected]. We acknowledge complaints within 3 working days and aim to resolve them within 15 days.
Governing law. These terms are governed by the laws of India. Any dispute that we cannot resolve together will first go to mediation in Mumbai. The courts in Mumbai, Maharashtra, have jurisdiction. This does not affect your right to approach a consumer commission.
Contact. YellowStone Healthcare Services Private Limited, Lower Parel, Mumbai, Maharashtra. WhatsApp / phone: +91 84240 71512. Email: [email protected].