Terms of Service

These Terms of Service (“Terms”) govern your use of the OneClickAmbulance rider and driver mobile applications, the website at oneclickambulance.com, and related services (together, the “Services”), operated by CAREPLUSE EMERGENCY PRIVATE LIMITED (“CarePluse Emergency”, “we”, “us”, or “our”).

By creating an account or using the Services you agree to these Terms and to our Privacy Policy. If you do not agree, please do not use the Services.

1. About the Services

The Services connect people who need emergency or non-emergency medical transport (“Riders”) with independent ambulance operators and drivers (“Driver Partners”). We provide the technology to request, dispatch, track, and pay for rides. Ambulance transport itself is provided by Driver Partners, who are responsible for their vehicles, crews, and the care given during the ride.

Availability depends on Driver Partners being online near you. We do not guarantee that an ambulance will always be available, or a specific arrival time. Estimated arrival times, routes, and fares shown in the app are estimates.

2. Eligibility and accounts

• You must be at least 18 years old to create an account. An adult may book on behalf of a patient, including a minor.
• You sign in with your mobile number and a one-time password (OTP). Keep your phone and account secure; you are responsible for activity on your account.
• Give accurate information, including your name, contact details, and pickup and drop locations, and keep it up to date.
• One person may hold only one Rider account. Accounts are personal and may not be sold or transferred.

3. Booking a ride

1. Set your pickup and destination and choose an ambulance type. The app shows an estimated fare before you confirm.
2. When you confirm, the request is sent to nearby available Driver Partners for that ambulance type. The first Driver Partner to accept is assigned to your ride.
3. If no ambulance accepts within the search window, the request ends and you can book again or change your destination.
4. Once a driver is assigned you can track the ambulance live and call or chat with the driver. A ride OTP shown in your app confirms the patient pickup; share it with the driver only when the ambulance has arrived.
5. A Driver Partner may decline or, in limited cases before pickup, cancel a ride. If that happens we will tell you and you can book again.

4. Fares and payment

• Fare: The fare is based on the ambulance type and the trip, as shown in the app. Extra charges such as tolls or parking incurred during the trip may be added and are shown before you pay.
• When you pay: Payment is due when the trip is complete.
• How you pay: You can pay online (UPI, card, or netbanking through our payment partner Razorpay), from your OneClickAmbulance wallet if the balance covers the fare, or in cash to the driver. For cash, the driver confirms receipt in their app.
• Outstanding payments: A completed ride must be paid before you can make a new booking.
• Wallet: Wallet balance can be used only to pay for rides on the Services. It is not a bank account, earns no interest, and cannot be transferred to another user.
• Card and bank details are handled by our payment partner. We do not store your full card details.
• Payment problems: If you believe you were charged incorrectly or twice, contact us within 30 days with your booking ID. Approved refunds are returned to the original payment method or to your wallet.

5. Cancellations

• You can cancel a request while we are searching for an ambulance, and after a driver has accepted, up until the patient is on board.
• Once the patient is on board, the ride cannot be cancelled in the app by either the Rider or the Driver Partner. Contact support if something goes wrong during a trip.
• Any cancellation charge will be shown in the app before you cancel. If none is shown, there is no charge.
• We may cancel a ride in exceptional cases, for example suspected fraud or a safety concern. You will not be charged for a ride we cancel.

6. Rider responsibilities

• Provide accurate pickup details and be reachable on your phone while the ambulance is on its way.
• Tell the driver about the patient’s condition and any special needs that affect transport (for example oxygen, a stretcher, or mobility support), and choose the appropriate ambulance type.
• Treat drivers and crew with respect. Do not damage the vehicle or its equipment; you may be charged for damage you cause.
• Do not use the Services to transport anything other than a patient and reasonable companions and belongings.

7. Driver partners

If you use the OneClickAmbulance Driver app, these additional terms apply:

• Independent partner: You use the platform as an independent service provider, not as our employee or agent. You decide when to go online.
• Verification: You must complete KYC and keep valid your driving licence, vehicle registration, permits, insurance, fitness certificates, and any licences required for ambulance operation. We may suspend your account if documents expire or cannot be verified.
• Service standards: Keep your vehicle clean, roadworthy, and equipped for its listed ambulance type; drive safely and lawfully; and treat Riders and patients with care and respect.
• Location sharing: While you are online, the app shares your location so nearby requests reach you, and shares it with the Rider during an active ride. Going offline stops location sharing.
• Earnings and platform fee: A platform fee (commission) applies to each completed ride, as shown in the app. For rides paid online or by wallet, your share is credited to your driver wallet and becomes withdrawable after the clearing period. For rides paid in cash, you keep the full fare and the platform fee is recorded as an amount you owe; it is deducted from your withdrawable earnings at your next payout.
• Cash rides: Confirm cash in the app only after you have received it.
• Payouts are made to the bank account you verified, through our payment partner. You are responsible for your own taxes.

8. Acceptable use

You agree not to:

• make false, prank, or duplicate bookings, or misuse the Services in a way that delays help for someone else;
• harass, threaten, or discriminate against any Rider, patient, driver, or our staff;
• impersonate anyone, use another person’s account, or provide false documents;
• attempt to arrange or pay for rides outside the platform to avoid fees;
• interfere with, reverse-engineer, scrape, or overload the apps or our systems; or
• use the Services for anything unlawful.

9. No medical advice

We are a technology platform and do not provide medical care, diagnosis, or advice. Decisions about a patient’s treatment and the choice of hospital remain with the patient, their family, and qualified medical professionals. Information in the app, such as nearby hospitals, is provided for convenience and may not be complete or current.

10. Liability

• The Services are provided “as is” and “as available”. We work to keep them reliable, but we do not guarantee they will be uninterrupted, error-free, or available in every area at every time.
• Driver Partners are responsible for the transport they provide. To the extent permitted by law, we are not liable for the acts or omissions of Driver Partners, Riders, or other third parties, or for delays caused by traffic, weather, network outages, or events beyond our reasonable control.
• To the extent permitted by law, our total liability to you for any claim relating to a ride is limited to the fare you paid for that ride. We are not liable for indirect or consequential losses.
• Nothing in these Terms limits any liability that cannot be limited under applicable law, including your rights under the Consumer Protection Act, 2019.

11. Intellectual property

The OneClickAmbulance name, logo, apps, and website content belong to CarePluse Emergency or its licensors. We grant you a personal, non-transferable licence to use the apps for their intended purpose. You may not copy, modify, or distribute them except as allowed by law.

12. Suspension and termination

You can stop using the Services and request deletion of your account at any time by emailing us (see the Privacy Policy). Amounts already due, such as an unpaid fare or an outstanding platform fee, remain payable.

We may suspend or close an account that breaches these Terms, is used fraudulently, or puts the safety of others at risk. Where reasonable, we will tell you why and give you a chance to respond.

13. Changes to these Terms

We may update these Terms from time to time. Material changes will be shown by updating the “Last updated” date above and, where appropriate, by an in-app notice. Continuing to use the Services after an update means you accept the revised Terms.

14. Governing law and disputes

These Terms are governed by the laws of India. Please contact us first so we can try to resolve any issue. Subject to your rights as a consumer, disputes are subject to the jurisdiction of the courts at Bengaluru, Karnataka.

15. Grievances and contact

This page is provided for transparency and app-store compliance. It is a general template and not legal advice; please have it reviewed against your business registration, fare and cancellation policy, and applicable regulations before relying on it.