Last updated: 6 September 2026
These Terms of Service ("Terms") form a legally binding agreement between you and Poshna in respect of the services we provide in Hyderabad, Telangana. By booking a service, joining our membership waitlist, submitting an enquiry form, or allowing our personnel to enter a residence to provide care, you confirm that you have read, understood and accepted these Terms.
If you do not agree with these Terms, please do not book our services.
1. Who we are
"Poshna" ("we", "us", "our") is a care services business operating in Hyderabad, Telangana. You can reach us here:
- WhatsApp: +91 94946 21929 — this is our main channel and the fastest way to reach us
- Email: care@poshna.in
2. Scope of our services
We provide non-emergency, non-institutional support for elderly people at their residence or at healthcare facilities within Hyderabad. Our services are:
2.1 Hospital visit companion (concierge)
A trained non-clinical companion accompanies the person in our care to appointments, diagnostics and follow-ups, and assists with queues, registration, paperwork, collection of reports and updating the family. A companion provides no clinical care of any kind.
2.2 Home nursing
A nurse registered with the Telangana Nursing Council attends the residence to carry out care that has been prescribed in writing by the treating registered medical practitioner, within the nurse's recognised scope of practice.
2.3 Elderly caretaker / attendant
A trained non-clinical attendant assists with activities of daily living — feeding, hydration, mobility, transfers, positioning, toileting and personal hygiene — and provides companionship. An attendant performs no clinical procedures.
We serve only the Hyderabad metropolitan area. We will confirm at the time of booking whether a given address is within the area we can reach.
3. What we are not
This section is important. Please read it carefully.
- We are not a hospital, nursing home, clinic or diagnostic centre, and we do not offer inpatient or institutional care.
- We are not an emergency or ambulance service. We cannot respond to medical emergencies on demand.
- We do not diagnose any condition, do not prescribe, and do not alter, substitute, stop or vary any medication, dosage or treatment. Only the treating registered medical practitioner may do so.
- We do not provide medical advice, and nothing said by our personnel should be treated as medical advice or as a second opinion.
- We do not provide intensive or critical care, ventilator or tracheostomy management, dialysis, physiotherapy, psychiatric care, palliative sedation, obstetric care or paediatric care.
- We do not guarantee any clinical outcome, recovery, improvement or prevention of deterioration.
- We are not a medical insurer and do not fund, reimburse or arrange payment of any hospital, doctor, diagnostic or pharmacy bill.
4. Who can book, and on whose behalf
You may book our services only if you are at least 18 years of age and competent to contract under the Indian Contract Act, 1872.
Where you book on behalf of another person (typically a parent), you confirm that:
- the person receiving care has consented to that care, and to your booking it and receiving updates on their behalf; or
- where that person is not able to give informed consent, you are their spouse, child, or other close relative or legally authorised representative, and you are entitled to consent to non-clinical and prescribed nursing care on their behalf.
Before the first visit we will ask you to sign a Service Agreement, an Informed Consent form, and — for companion services — a written Authorisation permitting our companion to accompany the patient, present documents, collect reports and, where you specifically instruct it, settle bills. We cannot provide services without these.
You must tell us promptly if your authority to act on the patient's behalf changes or ends, or if the patient withdraws consent.
5. Booking, confirmation, changes and cancellation
- Bookings must be made at least one clear day in advance. A booking is confirmed only when we confirm it to you in writing on WhatsApp or by email — a request alone is not a booking.
- Same-day requests cannot always be accommodated, and we do not commit to accepting them.
- We may decline or discontinue a booking where the care requested falls outside our scope, where we do not have suitably qualified personnel available, where a valid prescription is not produced for nursing care, where the residence is unsafe or inaccessible for our personnel, or where our personnel are subjected to abuse, harassment, unsafe conditions or demands outside the agreed scope.
- Where our assigned personnel become unavailable, we will make reasonable efforts to substitute an equally qualified person, and where we cannot, we will inform you as early as possible and refund any advance paid for that visit.
- You may cancel or reschedule by written message. Cancellation charges, if any, will be stated to you in writing before you confirm the booking. We will not levy a charge that has not been disclosed to you in advance.
6. Monthly membership
Membership offers ongoing, planned care with priority over one-off bookings. Places are limited and are offered from a waitlist. Where the waitlist is open, joining it creates no entitlement to a place and no commitment on our part as to when a place will be offered.
The specific inclusions, visit frequency, price and billing cycle of a membership are agreed with you in writing before it begins, and that written schedule prevails over any general description on this website. Membership may be paused or cancelled by either party on the notice set out in that schedule.
7. Pricing, payments and taxes
- Because care needs differ, we quote individually. We will give you a written quotation, inclusive of applicable taxes, before any service begins.
- Goods and Services Tax will be charged where applicable at the prevailing rate. Where a service qualifies for exemption as healthcare, we will reflect that on the invoice.
- Invoices are payable only to Poshna's registered bank account or official payment channels. Please never pay cash, transfer money, lend money, or give gifts, valuables or bank or card details to our personnel directly. We take no responsibility for any amount handed to personnel outside our official channels.
- Where a companion settles a hospital, diagnostic or pharmacy bill on your written instruction, that is your expenditure and is reimbursable by you to us at cost, supported by the original receipt.
- Refunds for services not delivered will be made to the original payment method within 7 working days.
8. Nursing scope and the prescription requirement
All home nursing we provide is prescription-led. This is a strict condition of service.
- Our nurses hold a recognised nursing qualification and a subsisting registration with the Telangana Nursing Council, and work within the scope of practice permitted by that registration and by the Indian Nursing Council.
- We will not administer any injection, intravenous infusion, wound or catheter care, or any other clinical procedure without a current, legible written prescription or care plan from the treating registered medical practitioner naming the patient, the procedure, the drug where relevant, the dose and the frequency. You must provide a copy, which we retain in the care record.
- Our nurses will not exceed that prescription. If you or the patient ask for anything beyond it, our nurse will decline and refer you back to the treating doctor. This is for the patient's protection and is not negotiable.
- We do not administer narcotic or psychotropic substances governed by the Narcotic Drugs and Psychotropic Substances Act, 1985.
- If a nurse forms the view that a task is clinically unsafe, outside their scope, or inadequately prescribed, they will stop, inform you, and escalate to our supervisor. A visit stopped on these grounds is treated as delivered.
9. Medicines, consumables and equipment
We are not a pharmacy and are not licensed to stock, sell, supply or dispense medicines. All prescription medicines, injectables, dressings, catheters and other consumables must be procured by you from a licensed pharmacy against the prescription, and must be available at the residence before the visit. We may decline to proceed where they are not.
You are responsible for the correct storage of medicines at the residence, including refrigeration and cold-chain where required. Where equipment such as beds, oxygen concentrators, suction machines or hoists is in use, it must be provided and maintained by you in safe working order; we do not supply, inspect, certify or maintain equipment and accept no liability for its condition or failure.
10. Clinical and sharps waste
Care that involves needles, syringes, dressings or other clinical waste generates bio-medical waste regulated by the Bio-Medical Waste Management Rules, 2016. Our nurses will segregate such waste at the point of generation into the prescribed colour-coded, puncture-proof and leak-proof containers and remove it for disposal through an authorised common bio-medical waste treatment facility.
Clinical waste generated by our personnel must never be placed in household or municipal waste. Please do not handle, empty or dispose of sharps containers yourself, and please allow our personnel to remove them.
11. Your responsibilities
Safe care depends on you as much as on us. You agree to:
- Give us complete and accurate information about the patient's diagnosis, medication, allergies, infectious conditions, mobility, cognitive state, behavioural risks and history of falls, and to update us promptly when anything changes. Withholding a known infectious or behavioural risk puts our personnel in danger and is a serious breach of these Terms.
- Provide a safe, lawful and reasonably hygienic environment, with access to drinking water, a toilet, adequate lighting and ventilation, and safe access to the residence.
- Ensure no person at the residence subjects our personnel to violence, threats, harassment, sexual harassment, discrimination, confinement or verbal abuse. Any such incident will result in immediate withdrawal of personnel and termination of service, without refund, and may be reported to the police.
- Restrict requests to the agreed scope of care. Our personnel are not domestic help and will not be asked to cook for the household, clean the home generally, wash vehicles, run personal errands, care for other family members, or look after children or pets.
- Not ask our personnel to handle, hold or safeguard cash, jewellery, documents or valuables. Please secure valuables before a visit.
- Not ask our personnel to administer anything not covered by the prescription, or to sign any document on the patient's or your behalf.
- Ensure that any firearm, and any illegal substance, is not present or accessible at the residence.
- Not smoke in the immediate care area during a visit.
12. Care & Safety commitment
The wellbeing of the person in our care is the reason we exist. We commit to the following, and you may hold us to it:
- Verified people. Before a first assignment, every companion, nurse and attendant is identity-verified against government photo identification, reference-checked with previous employers where available, and subjected to police verification of character and antecedents.
- Qualified nurses. Nursing qualifications and Telangana Nursing Council registration are verified at source and re-verified on renewal.
- Trained and supervised. Personnel are inducted in elder care, infection control, safe transfers, bio-medical waste handling and emergency escalation, receive refresher training at least once a year, and are supervised with periodic review.
- Immunised. Personnel who handle bio-medical waste are immunised against Hepatitis B and Tetanus, as required under the Bio-Medical Waste Management Rules, 2016.
- Dignity and confidentiality. Care is delivered with patience and respect, and health information is treated as confidential.
- Escalation and transparency. We record each visit, share a summary with you, and tell you promptly and honestly if something goes wrong.
13. Medical emergencies
In a medical emergency, call 108 for an ambulance, or take the patient directly to the nearest hospital. Do not wait for Poshna.
If an emergency arises while our personnel are present, they will summon emergency medical help, notify you immediately, provide only such first-response assistance as falls within their training and scope, hand over known clinical information to the attending medical team, and remain with the patient until you or a relative takes over, so far as is reasonably practicable.
Our personnel cannot and will not perform advanced life support, and cannot make treatment decisions or give consent for medical procedures on the patient's behalf. Ambulance availability, traffic and hospital admission are outside our control, and we make no commitment as to response times.
14. Our people
Our personnel are engaged by Poshna and remain under our supervision and disciplinary control. We are responsible for their acts and omissions in the course of providing the agreed services, subject to section 18 below. They are not your employees, and you must not treat them as such.
For a period of twelve months from the last service we provide to you, you agree not to directly or indirectly employ, engage or contract with any Poshna personnel who has attended the patient, whether for yourself or for any other household, otherwise than through Poshna. We invest significantly in verification and training, and a private arrangement also removes the supervision, insurance and substitution protections that exist for the patient's benefit. If you wish to engage someone permanently, speak to us and we will try to arrange it properly.
Please raise any concern about a member of our personnel with us rather than confronting or disciplining them. Any concern relating to abuse, neglect, theft or the safety of the person in our care will be investigated promptly, and the person concerned will be withdrawn from the assignment while it is investigated.
15. Health information and data protection
We collect and process personal data, including health data, in order to provide care. How we do so is set out in our Privacy Policy, which forms part of these Terms and which describes the purposes of processing, who we share data with, how long we retain it, and how you may withdraw consent or exercise your rights under the Digital Personal Data Protection Act, 2023.
By booking, you consent to our sharing the patient's relevant health information with the assigned personnel on a need-to-know basis, and with hospitals, doctors, diagnostic laboratories and pharmacies to the extent required to accompany or assist the patient. You confirm you are entitled to give this consent for the patient.
16. Cameras and recording in the home
Many families use home cameras, and we do not object to them. If any part of the residence in which our personnel work is monitored by camera or audio recording, you must disclose this to us before the first visit so that we can inform the assigned person. Recording our personnel covertly, or in a bathroom, toilet or any area where they change clothes or rest, is not permitted, and any recording must not be published, shared publicly or used to harass. We may withdraw personnel where undisclosed or inappropriate recording is discovered.
Equally, our personnel will not photograph or record the patient, the residence or its occupants, except for clinical documentation such as a wound photograph taken with your express consent.
17. Risks you accept
Care of frail, elderly and bed-bound people carries risks that even careful, competent care cannot eliminate. You acknowledge that despite the exercise of reasonable skill and care, the following may occur and are not by themselves evidence of negligence: falls and slips; pressure sores; bruising or skin tears during transfers and positioning; choking or aspiration during feeding; infection; adverse reaction to a prescribed medicine correctly administered; refusal of food, medication or care by the patient; wandering or agitation in patients with cognitive impairment; and deterioration or death arising from the patient's underlying condition.
Where a patient has capacity and refuses food, medication, hygiene assistance or any element of care, our personnel will not compel them. They will record the refusal and inform you.
18. Limitation of liability
We accept responsibility for loss or damage caused by our negligence or by our breach of these Terms. Subject to that:
- Our total aggregate liability arising out of or in connection with the services is limited to the amount you have paid us for the services in the three months preceding the event giving rise to the claim, or ₹25,000, whichever is higher.
- We are not liable for the underlying medical condition of the patient or its natural progression; for any act, omission, error, delay or negligence of a hospital, doctor, nurse not engaged by us, diagnostic laboratory, pharmacy, ambulance service or insurer; for the consequences of information you gave us that was inaccurate, incomplete or out of date; for the consequences of a prescription that is itself erroneous; for failure or unsafe condition of equipment or medicines supplied by you; or for the patient's own refusal of care.
- We are not liable for indirect or consequential loss, or for loss of income, profit or opportunity.
Nothing in these Terms excludes or limits any liability that cannot lawfully be excluded or limited, including liability for death or personal injury caused by our negligence, for fraud, or under the Consumer Protection Act, 2019. Nothing in these Terms affects your rights as a consumer, or your right to approach a Consumer Disputes Redressal Commission.
19. Indemnity
You agree to indemnify us against any claim, loss, liability or reasonable cost we incur as a result of your breach of these Terms, in particular your failure to disclose a known infectious or behavioural risk, your instruction to act beyond a prescription, your provision of unsafe premises, medicines or equipment, injury to our personnel at the residence caused by you or another occupant, or your booking care for a person on whose behalf you were not entitled to consent.
20. Matters beyond our control
We are not in breach of these Terms where performance is prevented or delayed by events beyond our reasonable control, including epidemic or pandemic, government order or lockdown, civil unrest, bandh or strike, flood or extreme weather, failure of transport, power or telecommunications, or the sudden illness of assigned personnel. We will tell you as soon as we can and, where a visit cannot be delivered, refund the amount paid for it.
21. Ending the arrangement
You may stop using our services at any time. We may suspend or terminate service immediately where our personnel are unsafe or abused, where payment is overdue after written reminder, where you require care outside our lawful scope, or where you breach section 11 or section 14. Where we terminate for reasons other than your breach, we refund amounts paid for services not yet delivered.
22. Grievance redressal
If you are unhappy with any aspect of our service, please tell us first — we would much rather fix it.
- Grievance Officer: the proprietor of Poshna
- WhatsApp: +91 94946 21929
- Email: care@poshna.in
We will acknowledge your complaint within 48 hours and aim to resolve it within 30 days of receipt. Complaints concerning the safety or dignity of a person in our care are treated as urgent and escalated immediately.
23. Governing law, disputes and jurisdiction
These Terms are governed by the laws of India.
If a dispute arises, both of us will first attempt in good faith to resolve it through discussion, and then through mediation at Hyderabad. Any dispute that remains unresolved after 30 days may be referred to arbitration by a sole arbitrator under the Arbitration and Conciliation Act, 1996, with the seat and venue of arbitration at Hyderabad and the proceedings in English.
Subject to the above, the courts at Hyderabad, Telangana have exclusive jurisdiction. Nothing in this section prevents you, as a consumer, from approaching the appropriate Consumer Disputes Redressal Commission, or either of us from seeking urgent interim relief from a court.
24. Changes to these Terms
We may update these Terms as our services and the law develop. The current version will always be on this page with the date of last update at the top. Where a change materially affects an ongoing membership, we will give you written notice before it applies to you. Continuing to use our services after a change takes effect means you accept the updated Terms.
25. General
If any provision of these Terms is held unenforceable, the rest continues to apply. Our failure to enforce a provision is not a waiver of it. You may not assign your rights under these Terms without our written consent. These Terms, together with the signed Service Agreement, the Informed Consent form, the written quotation and the Privacy Policy, form the entire agreement between us; where there is a conflict, the signed Service Agreement prevails.
26. Contact
Questions about these Terms? Reach us at care@poshna.in or on WhatsApp.