Terms of Service

SaveLife Health Services is a proprietorship registered in Bengaluru, Karnataka (GSTIN 29CIQPM9958R1ZK), providing road ambulance services and arranging air, rail and allied medical transport across India.

These terms apply to every booking channel: our phone lines, WhatsApp, the website at savelife.health, and the SaveLife customer app.

Our staff do not diagnose illness, prescribe medicine or give medical advice over the phone, WhatsApp or the app. Any guidance our dispatcher gives about which vehicle to choose is operational, not clinical. Decisions about treatment are for a registered medical practitioner.

Our crew provide first-response and en-route care within the limits of their training and the equipment on board that vehicle. They are not a substitute for hospital care.

A booking is confirmed only when we send you a confirmation carrying a trip reference number, with the vehicle type and the estimated fare. Filling a form, sending a message or a missed call does not by itself create a confirmed booking.

All services depend on a suitable vehicle and crew being available at that time in that location. We will tell you clearly if we cannot take a booking.

You must be 18 or older to make a booking, and you must be authorised by the patient or their family to share the details you give us.

Actual arrival depends on traffic, weather, distance, road closures, police or civic restrictions, and the vehicles available at that moment. We will keep you informed and give you a live ETA once a vehicle is assigned. We are not liable for delay caused by circumstances outside our reasonable control.

Emergency Ambulance. Rapid road transport with oxygen and equipment appropriate to the vehicle type booked. Crew composition depends on that type — see section 6.

Air Ambulance. We arrange fixed-wing or helicopter medical transfer through licensed charter operators. Flights are subject to aircraft availability, aviation regulations, airport slots, weather and clearances, none of which are within our control. Quoted cost is an estimate until the operator confirms; an advance is required to hold an aircraft.

Air Cargo. Long-distance transport of the departed by air, including coordination of documentation and permissions. Airline acceptance, embalming requirements and clearances are governed by the airline and the authorities concerned.

Freezer Box. Rental of a mortuary freezer box delivered to your location, along with delivery, setup and collection. This is a rental, not a sale. See section 8 for deposit and late return.

Dead Body Transport. Dignified transport of the departed within or between cities, with freezer support where booked. Obtaining the death certificate, hospital release, police no-objection where applicable, and any interstate permission is your responsibility.

Event Ambulance. A vehicle and crew stationed at your venue, booked by the hour or day. The quoted time starts when the vehicle reaches the venue and ends when it is released. Extra hours are charged at the agreed rate.

Antim Yatra. Coordination of the final journey, including transport and arrangements agreed in writing at the time of booking. Items handled through third parties, such as crematorium slots or priest services, are arranged on your behalf and are subject to their availability and charges.

Train Transport. Coordinated rail transport with onboard medical support for stable, non-emergency patients. Berth or coach availability, fares and boarding are governed entirely by Indian Railways. We cannot guarantee a reservation.

Standby Ambulance. A dedicated vehicle stationed at your facility or campus for an agreed period. The scope, hours, crew and monthly charge are set out in a separate written agreement.

Equipment and crew differ by vehicle type. What you get is what you booked.

• BLS (Basic Life Support) — oxygen and stretcher, carried on a Maruti Eeco or Tempo Traveller. The vehicle travels with the driver only; an ambulance attendant is available as an optional paid add-on.
• ALS (Advanced Life Support) — advanced airway and monitoring equipment with trained paramedic support.
• ACLS (Advanced Cardiac Life Support) — cardiac monitoring and defibrillation with ACLS-trained crew.
• NICU — newborn transport with transport incubator and trained crew.
• Body Shifting — transport of the departed, with freezer support where booked. No medical crew.

Our network includes vehicles we own and vehicles operated by verified partner operators. Some bookings, particularly outside Bengaluru or at peak demand, are fulfilled by a partner vehicle.

Where that happens, your contract remains with SaveLife. We remain your point of contact and we handle your complaint. Partners are required to meet our standards for vehicle fitness, insurance, permits, equipment and driver conduct.

We quote the estimated fare before you confirm. The final invoice is calculated on the actual trip. The fare is made up of:

• Base fare for the vehicle type, covering the included distance.
• Distance charge beyond the included distance, calculated from the GPS route actually travelled by the ambulance, not straight-line distance.
• Waiting charge. You get 10 minutes free at pickup and 10 minutes free at drop. Waiting beyond that is charged at the rate shown to you before you confirmed the booking. Waiting time is measured by the driver app against our server clock, and the exact start and end times appear on your invoice.
• Return fare for out-of-city trips, since the vehicle must return.
• Night charge. Trips picked up during night hours carry a night surcharge. The night window and the surcharge are shown to you before you confirm, and the surcharge is listed as a separate line on your invoice.
• Tolls, parking, permits and interstate taxes at actuals.
• Optional add-ons such as doctor escort, defibrillator, extra oxygen cylinders or additional attendants.
• GST where applicable to that service.

Freezer box. Charged per day or part-day of use. We do not take a security deposit. If the box is kept beyond the booked period, additional days are charged at the same daily rate. You are responsible for loss of the box, or damage beyond normal wear, while it is in your possession.

Air and train. Charges are largely pass-through from the charter operator, airline or Indian Railways, plus our coordination fee. These are quoted case by case and confirmed in writing before we proceed.

Payment is due on completion of the trip unless credit terms are agreed in writing. We accept UPI, cash, card and online payment. Air ambulance and charter bookings require an advance before the aircraft is committed.

We issue an invoice for every completed trip. The document type follows the applicable GST treatment for that service, and your GSTIN is shown where you provide it at the time of booking. GSTIN cannot be added after the invoice is issued for a past period.

Cancellation and refund terms are set out in our Cancellation & Refund Policy.

• Give accurate pickup and drop addresses, a reachable mobile number, and the correct patient condition. Sending the wrong vehicle because the condition was understated is dangerous.
• Tell us at booking about anything affecting access — narrow lanes, no lift, high floor, gated society, restricted campus.
• Arrange the documents needed for your service: hospital release, death certificate, police no-objection, embalming certificate, or interstate permission.
• Be present, or have a responsible adult present, at pickup, and share the pickup OTP with the driver.
• Do not ask the crew to exceed speed limits, break traffic law, or carry more attendants than the vehicle safely allows.
• Do not carry prohibited or dangerous goods in the vehicle.
• Pay for damage to the vehicle or equipment caused deliberately or by negligence by you or your attendants.
• Treat our drivers and crew with courtesy.

• Dispatch the vehicle type you booked, or tell you if we cannot
• Give you the driver name, vehicle number and live tracking link
• Quote the fare basis before you confirm
• Keep the vehicle clean, sanitised and roadworthy
• Handle the departed with dignity
• Keep your information confidential, as set out in our Privacy Policy
• Acknowledge any complaint within 24 hours

We may decline a booking, or end a trip in progress, if:

• The crew or vehicle would be put at genuine risk
• The patient's condition needs equipment or crew beyond what was booked and cannot be safely transported in that vehicle
• The booking appears to involve concealing a crime, or moving a body without lawful authority
• Our crew face abuse, threats or violence
• Payment for an earlier trip is outstanding without an agreed arrangement
• Required documents or permissions are missing and cannot be obtained

Where we stop a trip already under way, we will not leave a patient without care. We will hand over at the nearest appropriate medical facility.

We take responsibility for our own negligence, and nothing in these terms limits liability that cannot lawfully be limited, including liability for death or personal injury caused by our negligence, or for fraud.

Subject to that, we are not liable for:

• The clinical outcome of any patient. We provide transport and en-route support; we do not treat, diagnose or cure
• Delay or failure caused by traffic, weather, natural disaster, civil unrest, strikes, road closures, government or police restrictions, or similar events outside our reasonable control
• Decisions, delays or refusals by hospitals, airlines, charter operators, Indian Railways, crematoria, or authorities
• Loss of personal belongings left in the vehicle
• Consequences of wrong or incomplete information given to us at booking
• Indirect or consequential loss, including lost income or missed appointments

Except where the law provides otherwise, our total liability for any booking is limited to the amount charged for that booking.

Use our website and apps only to book and manage genuine services. Do not make false or fake bookings, attempt to access another person's data, interfere with the platform, scrape it, or copy our content, branding or software without written permission.

Live tracking, ETA and map information are provided as a convenience and depend on GPS and network coverage. Brief gaps do not amount to a failure of service.

We may suspend an account used for false bookings, abuse of our crew, or non-payment.

These terms are governed by the laws of India. Subject to the paragraph below, the courts at Bengaluru, Karnataka have jurisdiction.

Please raise any complaint with our Grievance Officer first — see our grievance page. Most issues are settled far faster that way.