Terms and Conditions

1. TERM

The membership term for Avaniz Innovations Private Limited shall commence on the Service Activation Date and will continue for the duration specified at the time of payment or until renewed as per the member’s preference. If a member wishes to renew their Services beyond the initial term, Avaniz will assess the required Services and communicate the Membership Fee to the Member or to their Next of Kin (“NOK”), a relative of the Member who is authorized to make decisions on their behalf, is of sound mind, and is over 18 years of age. Upon confirmation and payment, the membership will be renewed.

2. SERVICES

1. The Services provided by Avaniz are governed by these T&C and require the Member to submit their registration details via the Bloom App, website, or by any other electronic means as specified during the onboarding process. The Services may be availed for a maximum of two elders from the same household, and the details of the elders must be provided at the time of registration.
2. The initiation of Services under the selected Membership Plan will generally occur within 48 hours from the payment date. The Services will officially commence on the Service Activation Date, which is the date when the relevant details for the provision of Services are confirmed by Avaniz. The Membership fees will be applicable from this Service Activation Date.
3. Avaniz reserves the right to suspend Services at any time if it believes that the Member, their NOK, or any family members are in breach of these T&C or if dues are not paid by the Member.
4. Each Member unconditionally accepts and acknowledges the terms of these T&C. If any Member is of unsound mind or medically unfit to understand the T&C, all obligations and responsibilities shall be deemed to fall upon their NOK. Avaniz assumes that the NOK is legally empowered to make decisions on behalf of the Members regarding healthcare and other matters.
5. The Member acknowledges that Services will only be provided at the residence of the Elder Members, as per the information furnished during registration.
6. Should the Member travel outside their Home Zone and wish to avail Services at a new location (“Destination Zone”), they must notify Avaniz at least 48 hours prior. Avaniz will confirm if Services can be provided in the Destination Zone.
7. The provision of Services in the Destination Zone is contingent upon Avaniz's confirmation and availability. Avaniz shall not be liable for any Services that cannot be rendered in the Destination Zone, though Avaniz will try to provide the service to the best of their abilities.
8. The Member acknowledges that granting access to their residence is necessary for delivering the Services outlined in their Membership Plan. Our team members will require unobstructed access to the Member's house as needed for the provision of Services. In case of emergency situation, If access to the residence is restricted, Avaniz reserves the right to enter the premises forcibly to provide Services, and the Member will bear any costs or damages incurred due to such entry. Members are encouraged to implement a locking and security systems recommended by Avaniz for emergency access.
9. The Services will be performed with reasonable skill, care, and in accordance with standard industry practices and applicable laws. In emergencies, Avaniz personnel may undertake life-saving measures; however, they will not be liable for any adverse consequences arising from such actions. Our Emergency Coordination Services depend on the Member informing Avaniz of the emergency.
10. Several Services may be provided by third-party service providers (e.g., doctors, delivery partners, nurses, etc.) with whom Avaniz collaborates. Members may need to enter into separate agreements with these providers, and Avaniz is not responsible for the arrangements made between Members and third-party providers, including scope of services and payment terms. In case a third-party service provider fails to arrive for rendering Services, Avaniz will make reasonable efforts to send a replacement as quickly as possible upon receiving notice from the Member.
11. Duration, Allocation and Expiration of Visits: Each visit is defined as a maximum duration of 4 hours spent with the client. If a visit exceeds this 4-hour limit, it will be considered an additional visit and will be deducted from the client’s available visits. Each client’s membership includes a specific number of visits that can be utilized within the designated term. These visits are non-transferable, and any unused visits will expire at the end of the membership term. Unused visits cannot be carried forward to the following term or renewed period.
12. Visit Cancellation Policy: Clients wishing to cancel or reschedule a scheduled visit must notify Avaniz at least 72 hours before the planned visit time. If the cancellation notice is not received within this timeframe, Avaniz reserves the right to either mark the visit as consumed or deduct it from the client’s available visits. This policy ensures efficient scheduling and availability for all clients.

3. APP-BASED SERVICE

1. Service Access: Members must download the designated Avaniz mobile application (the "App") to access services. The App will be the primary means for Members to communicate, request, and review tasks, reports, and information with the Avaniz team. Members are encouraged to familiarize themselves with all App functionalities to ensure optimal use.
2. Updates and Modifications: Avaniz reserves the right to modify, update, or enhance the App periodically. Members should regularly check for updates to benefit from new features, security enhancements, and improvements. Failure to update the App may result in diminished service quality or functionality.
3. Emergency Features: The App will include emergency features that allow Members to request urgent assistance. Members are encouraged to ensure that notifications and location services are enabled on their devices to facilitate quick response times. In case of an emergency, Members may also contact Avaniz through a designated toll-free number available within the App.
4. Liability Disclaimer: Avaniz shall not be held liable for any disruptions in service due to connectivity issues, technical glitches, or failure of third-party services integrated within the App. Members acknowledge that while Avaniz strives for high service availability, certain limitations may arise that are beyond Avaniz's control.
5. Payment Failures and Bank Transfer Delays: Avaniz Innovations Private Limited is not responsible for any payment delays, processing issues, or failures that may occur due to technical, network, or banking-related problems when the Client makes payments through online banking, bank transfers, or any other electronic payment method.
   • Payment Delays or Failures: In cases where a payment is delayed or fails due to banking issues, technical errors, or other unforeseen circumstances, Avaniz shall not be held accountable for any financial losses, penalties, or delays in service activation resulting from these issues.
   • Verification of Successful Payment: Avaniz will consider a payment successful only upon confirmation of receipt of funds in its designated bank account. If the amount is withheld by the Client’s bank, intermediary bank, or payment processor, Avaniz is not liable to credit or provide services until the funds are confirmed as received.
   • Client’s Responsibility: It is the Client's responsibility to verify the payment status with their bank or payment service provider. Avaniz recommends that the Client contacts their bank directly in case of any issues or delays.
   • Service Activation: Avaniz will initiate or continue services only after payment is successfully received and verified. In cases of pending or failed payments, Avaniz reserves the right to withhold services until funds are received.

4. MEMBERSHIP FEE

1. Advance Payment: Members are required to pay the Membership Fee in advance for the services specified at the time of purchasing the Membership Plan. The fee covers all basic services included in the selected plan, as well as any applicable setup fees and security deposits necessary for the services rendered.
2. Payment Processing: Avaniz accepts payments via methods communicated during the sign-up process and may update these methods as necessary. Members must promptly inform Avaniz of any changes to their payment information. Any fees, charges, or consequences resulting from declined payments or dishonored transactions shall be the sole responsibility of the Member.
3. Non-Payment Policy: Should a Member fail to make any payment due within 15 (Fifteen) working days from receipt of an invoice, Avaniz will suspend service delivery until payment is received. Non-performance due to delayed payment shall not constitute a breach of contract by Avaniz. If the payment remains outstanding beyond this grace period, Avaniz reserves the right to terminate the Membership Plan and seek recovery of outstanding amounts.
4. Cost Reimbursement: Members acknowledge that any additional costs, charges, or expenses incurred by Avaniz or its service providers while rendering services must be reimbursed by the Member within 7 (Seven) days from the date of invoicing. This includes any unforeseen expenses related to the services provided under the Membership Plan.
5. Additional Services: If the Member requests additional or different services outside the scope of the initial plan, the rates applicable at that time shall apply, along with any specific terms and conditions associated with those services.

5. TAXES

Members are responsible for the payment of all current and future local and government taxes associated with the Membership Fee, additional charges, and services rendered. Taxes must be paid according to the instructions provided by Avaniz, and it is understood that such taxes are in addition to the Membership Fee and any other applicable charges.

6. MEMBER'S RESPONSIBILITY

1. Use of Services: The Member agrees to use Avaniz services at their own free will and decision. By doing so, they accept full responsibility for providing accurate and complete information, especially regarding their medical history, records, and reports. Avaniz shall not be responsible for verifying or authenticating medical records. The Member must update Avaniz with any changes in their medical condition as soon as possible.
2. Medical Information: Avaniz will maintain digital records of the Member's medical history for service purposes, but it is the Member’s responsibility to provide accurate and up-to-date information. Avaniz shall not be held liable for any misinterpretation or lack of verification of these records by third-party clinical personnel.
3. Safety and Security: The Member is responsible for ensuring the safety and security of Avaniz team members (Caregivers, Nurses, or Attendants) while they are providing services at the Member’s residence. This includes providing a clean and safe environment, such as access to clean drinking water, hygienic food, a functional washroom, and a secure sleeping area for Attendants staying at the Member’s home.
4. Emergency Situations: In the event of external circumstances like severe weather, city civic conditions, or force majeure events (riots, pandemics, lockdowns), Avaniz reserves the right to reschedule or cancel services for the safety of its team members.
5. Personal Property: The Member acknowledges full responsibility for safeguarding their personal belongings, such as money, jewellery, eyeglasses, or hearing aids. Avaniz advises Members to exercise caution with valuables when services are being provided at their residence.
6. Member’s Conduct: The Member and their family or visitors must treat Avaniz team members with respect and dignity. Any form of misbehaviour, including verbal abuse, physical harm, or illegal detention, is strictly prohibited. The Member will be held accountable for any harm or threats caused to Avaniz team members and must ensure a safe working environment.
7. Health and Communicable Diseases: The Member must immediately inform Avaniz if anyone in their household has a communicable disease (e.g., tuberculosis, hepatitis, COVID-19). Failure to disclose such information may result in service suspension, and the Member will be held responsible for any risks or damages caused to Avaniz staff due to non-disclosure.
8. Restricted Activities: The Member agrees not to engage in the following activities:
   • Attempting to hire or solicit any Avaniz team member directly for personal services, either during the membership term or for a period of 12 months after its expiration.
   • Engaging Avaniz team members in tasks outside their assigned scope of work.
   • Giving Avaniz team members material gifts, money, or incentives.
   • Using Avaniz services for any illegal, harmful, or offensive activities.
9. Indemnification: The Member agrees to indemnify and hold Avaniz, its staff, and partners harmless against any claims, damages, or losses arising from negligence, wilful misconduct, or failure to comply with these responsibilities.

7. REPRESENTATION AND COVENANTS OF MEMBERS

1. Legal Authority: The Member or their NOK has the legal authority to agree to these terms and conditions and to make decisions on behalf of the Member regarding services provided by Avaniz.
2. Accuracy of Information: All information, records, and reports, including medical records provided by or on behalf of the Member, are true and accurate. Avaniz will rely on this information to provide services but assumes no liability for any issues arising from inaccuracies or omissions in the information.
3. Use of Personal Information: The Member's personal information shared with Avaniz will be used solely for the purpose of providing services and handled in accordance with Avaniz’s privacy policy. Should the Member or NOK wish to withdraw consent to the use of personal data, they can request the removal of such data by contacting Avaniz at admin@truhands.in. Upon receiving such a request, Avaniz will promptly remove the data, but this may result in the cessation of services, and Avaniz will not be liable for any damages arising from the withdrawal of consent.
4. Non-Transferable Rights: The rights, benefits, and obligations of the Member are personal and non-transferrable. Any unauthorized sharing or transferring of access to services is prohibited.
5. Emergency Cooperation: In the event of an emergency involving the Member, Avaniz reserves the right to take necessary actions, and the Member or their NOK agrees to fully cooperate.
6. Data Retention and Usage: Avaniz may maintain digital records of the Member’s medical and service-related data for the purpose of delivering and improving services. This data may be used, if consented, for research, marketing, or survey purposes. In case of emergencies, Avaniz may share necessary data with appropriate parties. The Member will not be entitled to any fees or royalties for such use.

8. ACKNOWLEDGEMENT AND COVENANTS OF MEMBER VIS-À-VIS THIRD-PARTY SERVICES

1. Third-Party Service Providers: Some services offered by Avaniz may be provided by third-party service providers, vendors, facilitators, or partners (such as medical professionals, diagnostic centers, pharmacies, or transport services). The Member may be required to enter into separate agreements or provide additional consent as requested by the third-party service provider to access these services. Avaniz will not be held liable for any third-party service provider's terms or conditions, and the Member is responsible for complying with those terms.
2. Avaniz's Role as Coordinator: While Avaniz carefully selects its third-party service providers and takes reasonable precautions to ensure their quality and reliability, it acts only as a coordinator between the Member and these third parties. Avaniz does not have control over the actions, omissions, or outcomes of third-party service providers and shall not be liable for any damage, loss, injury, or death resulting from the services provided by third-party providers, including delays, errors, or negligence on their part.
3. Third-Party Representations and Liabilities: Avaniz is not responsible for any misrepresentation, inaccuracy, or deficiency in the services, products, or benefits offered by third-party service providers. The Member acknowledges that Avaniz shall not be liable for any denial of service, refusal to provide discounts, or failure to deliver any guarantees promised by the third party. Unless explicitly included in the Member’s plan, the fees associated with third-party services shall not be covered by the membership fees paid to Avaniz, and the Member shall bear any such additional costs.
4. Emergency Coordination: In emergencies, Avaniz will assist in coordinating with hospitals, ambulance services, or other emergency response entities. However, Avaniz shall not be liable for any delays, errors, or deficiencies in the services provided by such entities, including but not limited to delays in ambulance arrival, issues with hospital admissions, or treatment errors made by medical professionals. The Member or their NOK agrees that any issues arising from these services are beyond Avaniz’s control.
5. Sharing of Data with Third-Party Service Providers: The Member consents to the sharing of relevant personal data (such as medical history or emergency contacts) with third-party service providers as necessary for the purpose of delivering services. Such data will be shared strictly on a need-to-know basis, and the Member’s privacy will be respected in accordance with Avaniz’s privacy policy. Additionally, where consent has been provided, Avaniz may share anonymized data for research or survey purposes with third-party partners.

9. TERMINATION AND EXPIRY

TERMINATION BY AVANIZ

1. General Termination: Avaniz may terminate the Member's membership at any time, with or without cause, by providing 7 (Seven) days' advance written notice to the Member. In the event of termination, Avaniz will not be required to provide any further services beyond the termination date. The Member acknowledges and agrees that Avaniz is not liable for any costs, damages, or inconveniences incurred as a result of such termination.
2. Termination for Breach: Avaniz reserves the right to withhold services and/or terminate the membership by giving 7 (Seven) days' prior written notice to the Member if the Member is found to be in breach or default of these Terms and Conditions, or any rules, regulations, or instructions communicated to the Member by Avaniz from time to time. If the Member fails to rectify the breach or default within the given notice period, Avaniz will have the right to terminate the membership.
3. Immediate Termination: Notwithstanding the provisions in (a) and (b) above, Avaniz shall have the right to immediately terminate the membership upon providing notice to the Member in the following situations:
   1. If the Member is found to be in violation of Clause 6, either partially or in full, including any actions that compromise the terms and conditions.
   2. If Avaniz discovers any misrepresentation, omission, or false information provided by the Member regarding their medical history, health conditions, or other pertinent information, either before or after the Member has accessed the services.
   3. If Avaniz, in its sole discretion, determines that the Member's medical condition, or the presence of any communicable disease (including but not limited to COVID-19), poses a risk to Avaniz’s team members, caregivers, or other service providers. This applies whether such conditions were pre-existing and undisclosed to Avaniz or arose after the services began. In such cases, Avaniz reserves the right to refuse to provide further services.
4. Medical and Safety Concerns: Avaniz may decide to terminate or decline services if it determines that the care required by the Member exceeds Avaniz's capacity to provide safe, effective, or appropriate care. This includes, but is not limited to, situations where the Member’s health condition is severe, critical, or unmanageable within the scope of Avaniz's offered services. Additionally, if a Member or any individual residing in the same household is suffering from a communicable disease or a condition that poses a risk to the health and safety of Avaniz’s team, Avaniz reserves the right to terminate services. Avaniz’s decision in this regard will be final, and its liability will be limited to refunding the Membership Fees, net of taxes and subject to necessary deductions for services rendered, if applicable.

TERMINATION BY THE MEMBER

1. Voluntary Termination: The Member may terminate their membership by providing Avaniz with 1 (One) month’s prior written notice. During the notice period, the Member will remain liable for any outstanding Membership Fees and other applicable charges. If the Member terminates the membership before the expiration of their service period, they will not be entitled to any refund of fees already paid, unless otherwise agreed in writing by Avaniz and subject to the deductions outlined herein.

10. CESSATION OF MEMBERSHIP IN CASE OF DEATH OR NON-RENEWAL

1. Non-Renewal: Avaniz’s responsibility to render services to a Member will cease in the event of non-renewal of the Membership prior to the expiration of the term. If the Member intends to continue the membership, they must provide a written request to Avaniz at least 15 (Fifteen) days before the expiry of the term. Upon receiving the request, Avaniz may renew the services for a period as agreed at the time of renewal, subject to applicable fees, terms, and conditions. If no such request is made, or if the Member fails to complete the necessary renewal procedures, the membership will be considered as non-renewed, and Avaniz will not be responsible for rendering any further services after the expiry date.
2. Death: The membership will terminate automatically upon the death of the Member receiving the services. The Member or their Primary Next of Kin (NOK) will be responsible for paying the Membership Fees and any other applicable charges up until the date on which services were last rendered by Avaniz.

   For households with multiple members: In situations where the services are being provided to more than one Member residing in the same household, the membership will continue for the surviving Member(s) until the natural expiry of the membership term, or until the surviving Member(s) terminate the membership, or upon the death of all Members.

   Upon the death of a Member, the Primary NOK or legal representatives of the deceased Member will be required to inform Avaniz promptly. Avaniz reserves the right to make any necessary arrangements, including termination or adjustment of services, and any remaining or refundable amounts will be calculated and processed based on services rendered up until the death, subject to deductions for taxes, fees, and other applicable costs.

11. CONSEQUENCES OF CESSATION, TERMINATION, OR DISCONTINUANCE

1. Discontinuation of Services: Avaniz Innovations Private Limited shall not be liable to render any services after the termination, cessation, or expiration of the membership. This includes all elder care services, emergency response systems, and any other services provided under the membership.
2. Recovery of Devices/Equipment: If any device(s) or sensor(s) (such as emergency response systems, health monitoring devices, or other equipment) were provided to the Member as part of the subscription plan on lease or loan, Avaniz reserves the right to disconnect, reclaim, and retrieve such equipment upon termination, cessation, or discontinuance of the services. This may involve the removal of any hardware installed at the Member’s residence or deactivation of any app-based services linked to the membership.
3. Final Settlement: Avaniz will assess any dues or refundable amounts based on the services rendered up until the cessation or termination of membership. Any leased equipment must be returned in good condition, and failure to do so may result in deductions or charges being levied from the refundable amount, if applicable.

12. REFUNDS

1. Refund upon Early Termination by Member: In the event that a Member chooses to terminate their membership plan before the expiry of the Term, as originally agreed upon during the purchase of the Services, or before the expiry of the renewed term (if applicable), the Member shall be eligible for a refund of any advance amounts paid, subject to certain conditions. Avaniz Innovations Private Limited will deduct the subscription amount for the month during which the termination occurs at the prevailing rate before processing any refund. The Member agrees to and confirms this arrangement.
2. Forfeiture of Amounts for Short-Term Plans: If the termination occurs during a period where the remaining amount covers less than one month’s worth of Services, the full remaining amount will be forfeited. In such cases, Avaniz will not be liable to refund any portion of the amount to the Member.

13. OUR RELATIONSHIP WITH THE MEMBER

1. Independent Service Provider: Avaniz Innovations Private Limited provides Services to the Member as an independent service provider. This relationship shall not be construed as an employer-employee, agent-principal, partner, or joint venture arrangement between Avaniz and the Member.
2. No Authority to Bind: The Member acknowledges that they have no authority, power, or right to assume, bind, or create any obligation or liability on behalf of Avaniz Innovations Private Limited or its team members in any capacity or under any circumstance.
3. Right of Admission and Cancellation: The Member agrees and acknowledges that Avaniz Innovations Private Limited reserves the right, at its sole discretion, to either admit the Member into the Services or cancel their membership for any reason whatsoever, with or without prior notice.
4. Restrictions on Next of Kin and Emergency Contact: The Member agrees that the Next of Kin (NOK) representative or the emergency contact person, as specified during the Membership Form completion or at the time of online registration, shall not transfer or otherwise assign their duties and responsibilities with regard to the Member’s care and membership without prior written notification to Avaniz Innovations Private Limited.

14. INDEMNITY

The Member agrees to indemnify and hold harmless Avaniz Innovations Private Limited, its affiliates, team members, employees, agents, and representatives from and against any and all claims, including third-party claims, liabilities, damages, losses, and expenses (including reasonable attorneys' fees) resulting from:

• Any breach of these Terms and Conditions (T&C), or
• Any breach of applicable laws by the Member, their Next of Kin (NOK), or family members.

15. LIMITATION OF LIABILITY

1. Good Faith Services: The Member understands that Avaniz Innovations Private Limited is committed to providing Services in good faith and will make every effort to ensure that these Services are safe, healthy, and suited to the Member’s needs. However, Avaniz shall not be liable for any direct, indirect, special, consequential, or incidental damages, including harm caused to the Member’s health, property, or life, unless such damages are directly attributable to Avaniz’s negligence or actions.
2. Exclusions: Avaniz Innovations Private Limited will not be held responsible for any damages, loss of health, material possessions, or life resulting from events or actions not attributable to Avaniz, its team members, affiliates, partners, service providers, or caregivers.
3. Liability Cap: In the event of any liability, Avaniz Innovations Private Limited’s total responsibility shall be limited to the amount paid by the Member in the last quarter preceding the date on which the liability arose, after deducting the value of services rendered up to that point.
4. Informational Content: Avaniz Innovations Private Limited may provide information related to health, disease, nutrition, finance, or other relevant topics through various media, including magazines, emails, or events. Such information is intended for informational purposes only, and Members are encouraged to seek expert advice before implementing any of the provided recommendations. Avaniz will not be liable for damages arising from the use of such information.

16. NOTICES

Any and all notices or consents required or permitted under these Terms and Conditions shall be provided via registered speed post, short message service (SMS), or email to the Member at the contact details shared during the registration process. Such notices shall be deemed effective and served on the first business day following the date they are sent.

17. JURISDICTION AND GOVERNING LAW

The Courts at Amaravathi, Andhra Pradesh shall have jurisdiction over any disputes relating to the membership, Membership Form, and these Terms and Conditions. The arrangement, membership, and these Terms and Conditions shall be governed in accordance with the laws of India.

18. MODIFICATION OF THE TERMS AND CONDITIONS

We reserve the right to update or amend the Terms and Conditions for the use of Services, Membership Fees, and other charges at any time. Avaniz shall deem the Terms and Conditions as an unequivocal and unconditional acceptance of such modifications if no objections are raised within 3 (Three) days of the display of the updated Terms and Conditions.

19. SEVERABILITY

If any provision of these Terms and Conditions (in whole or part) is held to be illegal, invalid, or otherwise unenforceable, the other provisions shall remain in full force and effect.

20. FORCE MAJEURE

We shall not be liable, in any manner whatsoever, for any breach or default of the Services caused by circumstances beyond our control, including but not limited to any acts of God, pandemic, strike, or orders of authorities. Further, in the event of a force majeure occurrence, if we are unable to render any part of the Services, this shall not be considered a breach or default on our part, and the future course of action shall be mutually decided between the parties.

21. WELCOME KIT, MEMBERSHIP FORM AND T&C

It is hereby clarified that the Welcome Kit (if applicable), Membership Form (if signed), online Registration Forms, and these T&C (including all annexures) comprise information, terms, and conditions for accessing and using the Services, along with specific details regarding the Services, Membership Fees, payment terms, Member details, term, and any complimentary or additional services. The T&C shall form part of the Registration/Onboarding Form (if signed) and shall be read in conformity with the same.

22. SURVIVAL

Neither the expiration nor the termination of the Services shall affect such provisions of these T&C that, by their very nature, must survive such expiration or termination or which, out of necessity, must continue to have effect after such expiration or termination.

23. EMERGENCY SERVICE

1. Emergency Wallet: In cases of emergencies, Avaniz Innovations Private Limited (“Avaniz”) reserves the right to utilize the funds in the Member’s Emergency Wallet to cover costs associated with urgent care or immediate service requirements without obtaining prior approval from the Member or their Next of Kin (NOK). If the Emergency Wallet does not contain sufficient funds to cover the necessary expenses, Avaniz shall have the authority to use funds from the Member’s Main Wallet to ensure uninterrupted support and service provision. The Member and their NOK acknowledge and agree that Avaniz is not required to obtain additional authorization for accessing these funds in emergencies, and any funds utilized will be documented and communicated to the Member or NOK as part of regular account updates.
2. Initiation of Emergency Process and Responsibility for Costs: In the event of an emergency concerning a Member, Avaniz Innovations Private Limited (“Avaniz”) will promptly attempt to contact the Member or their designated Next of Kin (NOK) or the neighbours that are provided during the onboarding process to verify the nature and urgency of the situation. If Avaniz does not receive a response from any of the contacts within 10 (ten) minutes of the initial contact attempt, Avaniz will proceed to initiate the emergency response process. This process includes but is not limited to:
   • Contacting and alerting local emergency services (ambulance, police, or fire department, as applicable) to provide immediate support.
   • Arranging transportation for the Member to the nearest medical facility if required.
   • Notifying the designated NOK as soon as possible regarding the steps taken and current status.
   The Member and NOK acknowledge and accept that Avaniz’s actions are intended solely for the Member’s immediate safety and well-being. The Member will be responsible for all costs incurred in connection with emergency services initiated due to non-response within the specified 10-minute period, even if the emergency response is later determined to be a false alarm. The costs will be deducted from the Emergency Wallet or, if necessary, from the Main Wallet as per the terms governing wallet usage. Avaniz shall not be held liable for any consequences arising from such actions, including delays or the NOK’s unavailability.
3. Hospital Preference in Emergencies: In the event of a medical emergency, Avaniz will make every reasonable effort to direct the Member to a hospital or medical facility that is part of Member designated network or to the hospitals mapped during the onboarding process to ensure familiarity with service standards and expedited admission procedures. However, due to the critical and time-sensitive nature of emergencies, Avaniz cannot guarantee admission to a network hospital or specific facility. The ultimate choice of hospital or medical facility will be based on proximity, availability, and the Member’s immediate health requirements.
   • Avaniz and its representatives reserve the right to prioritize the Member’s critical medical needs and may, if necessary, direct the Member to a non-network facility if it is deemed more expedient or better equipped to handle the emergency situation.
   • The Member and their NOK acknowledge and agree that Avaniz’s primary consideration in such cases will be the Member’s urgent medical requirements, and the selection of the hospital may not be influenced by the Member’s or NOK’s network preferences.
   • All costs, charges, and expenses incurred for treatment at the selected hospital—whether within the network or not—will be deducted as applicable from the Emergency Wallet or the Main Wallet as per the terms governing wallet use.
   The Member and their NOK hereby accept that Avaniz will not be liable for any variations in service quality, costs, or outcomes resulting from the choice of a non-network hospital or medical facility during an emergency. Avaniz’s role in emergencies is facilitative, and the Member acknowledges that all healthcare decisions are ultimately subject to the policies and discretion of the selected medical facility.