Welcome to Diagnex One.
Diagnex One is the dedicated home healthcare division of Diagnex, a healthcare brand owned and operated by Carehorizon Health Private Limited (“Company”, “we”, “our”, or “us”). Carehorizon Health Private Limited is responsible for the ownership, management, administration, and operation of all products, services, digital platforms, healthcare solutions, and business activities carried out under the Diagnex and Diagnex One brands.
Diagnex was established with the vision of making quality healthcare more accessible, organized, and patient-focused. Over time, it has evolved into a growing healthcare ecosystem offering a wide range of services, including diagnostic services, dialysis care, superspeciality clinics, doctor consultations, vaccinations, pharmacy services, preventive healthcare, corporate wellness solutions, and home healthcare.
Diagnex One represents the home healthcare division of this ecosystem. It was created to extend professional healthcare beyond hospitals and clinics by delivering qualified medical and supportive care directly to patients in the comfort of their homes. Through Diagnex One, patients and families can access nursing services, caretaker services, elderly care, rehabilitation, medical procedures, home diagnostics, doctor visits, vaccinations, medicine delivery, and medical equipment rental through a single trusted healthcare provider.
Although Diagnex One operates as the customer-facing identity for our home healthcare services, all services are legally owned, managed, administered, coordinated, and delivered by Carehorizon Health Private Limited through its authorized employees, healthcare professionals, consultants, associates, service partners, and representatives.
Throughout this Legal Information page, references to “Diagnex One,” “Diagnex,” “Company,” “we,” “our,” or “us” shall collectively refer to Carehorizon Health Private Limited, unless the context specifically indicates otherwise.
This Legal Information page explains the policies, terms, conditions, rights, responsibilities, and legal obligations that apply when you visit our website, communicate with our representatives, submit enquiries, request quotations, book appointments, purchase products, rent medical equipment, receive healthcare services, or otherwise interact with Diagnex One or Diagnex.
These policies are intended to create a transparent relationship between our organization and every patient, family member, caregiver, healthcare professional, visitor, customer, and business partner. They describe how we collect and protect personal information, how appointments are managed, how healthcare services are delivered, how payments are processed, and the responsibilities shared by both our organization and the individuals using our services.
Healthcare is built on trust, and transparency is an important part of that trust. We encourage every visitor to read this page carefully before using our website or booking any service. If you have any questions regarding these policies, our support team will always be happy to assist you.
By accessing our website or using any service offered by Diagnex One or Diagnex, you acknowledge that you have read, understood, and agreed to the policies, terms, and conditions published on this page.
Diagnex One understands that every patient places significant trust in us when sharing personal and medical information. Healthcare information is sensitive by nature, and protecting that information is one of our most important responsibilities. We are committed to maintaining the privacy, confidentiality, integrity, and security of the information entrusted to us.
Carehorizon Health Private Limited collects and processes personal information only for legitimate healthcare, operational, administrative, legal, and regulatory purposes. We believe that information should only be collected when it is genuinely required to provide better healthcare services, improve patient experience, communicate effectively, or comply with applicable laws.
Whether you are browsing our website, contacting our healthcare coordinators, requesting information, booking a home healthcare service, purchasing healthcare products, renting medical equipment, applying for employment, or communicating with our support team, we are committed to handling your information responsibly and transparently.
This Privacy Policy explains the types of information we collect, why we collect it, how it is used, how it is stored, when it may be shared, and the choices available to you regarding your personal information. It applies to every individual who interacts with Diagnex One or Diagnex through any online, offline, digital, telephonic, or in-person communication channel.
Our privacy practices are continuously reviewed to ensure they remain aligned with changing healthcare requirements, technological developments, industry standards, and applicable legal obligations.
To provide professional home healthcare services, Diagnex One may collect information directly from patients, family members, caregivers, authorized representatives, or other individuals acting on behalf of the patient.
The information collected depends on the nature of your enquiry, the healthcare service requested, and the level of care required. We always aim to collect only the information that is necessary to provide safe, effective, and personalized healthcare services.
The information you provide may include your full name, contact number, alternate contact details, email address, residential address, city, postal code, emergency contact information, and your relationship with the patient. This information helps our healthcare coordinators communicate efficiently, schedule appointments, verify service requests, and maintain accurate service records.
When healthcare services are requested, additional patient-related information may also be collected. This may include the patient’s age, gender, medical history, diagnosis, existing illnesses, allergies, prescriptions, discharge summaries, laboratory reports, current medications, mobility status, rehabilitation goals, nursing requirements, previous surgeries, lifestyle information, dietary preferences, and any other information required to deliver appropriate care.
Certain healthcare services require a more detailed clinical assessment before care begins. During these assessments, our healthcare professionals may gather information regarding the patient’s physical condition, cognitive health, daily routine, mobility, home environment, caregiver availability, risk of falls, medical equipment requirements, and other factors that help us prepare a personalized care plan.
Providing accurate information enables Diagnex One to recommend suitable healthcare services, assign appropriately qualified professionals, reduce clinical risks, and ensure continuity of care throughout the patient’s healthcare journey.
When you visit the Diagnex One website, certain technical information may be collected automatically to improve website performance, user experience, and digital security.
This information may include your IP address, browser type, browser version, operating system, device type, screen resolution, language preferences, website pages visited, time spent on individual pages, referring websites, search keywords, click behaviour, approximate location data, cookies, analytics information, and other technical information generated during normal website usage.
The information collected automatically does not normally identify you personally. Instead, it helps us understand how visitors interact with our website so that we can improve navigation, enhance performance, identify technical issues, strengthen security, and continuously improve our online experience.
Every piece of information collected by Diagnex One serves a specific purpose. We do not collect information without reason, and we do not use personal information for purposes unrelated to our healthcare services or legitimate business operations.
Your information may be used to respond to enquiries, schedule appointments, verify bookings, develop personalized care plans, assign healthcare professionals, coordinate nursing visits, arrange physiotherapy sessions, organize diagnostic services, facilitate doctor consultations, process medicine deliveries, arrange medical equipment rentals, generate invoices, process payments, maintain patient records, improve healthcare quality, conduct service follow-ups, collect feedback, respond to complaints, improve website performance, comply with legal obligations, prevent fraud, protect our systems, and support internal administrative functions.
Where appropriate, anonymized information may also be used for service improvement, operational planning, quality assurance, staff training, research, statistical reporting, and business development without revealing the identity of individual patients.
We do not sell, rent, or commercially exploit your personal information. Any information shared with authorized healthcare professionals or service partners is limited to what is reasonably necessary for delivering the requested healthcare services.
Diagnex One understands that medical information is among the most sensitive forms of personal information. Every prescription, medical report, diagnosis, treatment recommendation, nursing assessment, physiotherapy plan, and healthcare record shared with us is treated with the highest level of confidentiality and professional responsibility.
Carehorizon Health Private Limited follows internal procedures designed to ensure that patient information is accessed only by authorized individuals who require it to perform their responsibilities. Every healthcare professional associated with Diagnex One is expected to maintain confidentiality while delivering healthcare services and while handling patient records.
Medical information may be shared only when it is necessary to provide healthcare services, coordinate patient care, fulfil legal obligations, or respond to medical emergencies. Whenever possible, we limit the information shared to only what is required for the specific purpose.
Patient information may be shared with treating doctors, assigned nurses, caregivers, physiotherapists, diagnostic laboratories, pharmacy partners, medical equipment providers, ambulance providers, insurance companies where applicable, government authorities where legally required, or any other authorized healthcare professional directly involved in the patient’s care.
Diagnex One does not sell, lease, trade, or disclose patient medical records to advertisers, marketing agencies, or unrelated third parties for commercial purposes.
Providing quality healthcare requires timely and effective communication. Diagnex One may communicate with patients, family members, caregivers, or authorized representatives before, during, and after the delivery of healthcare services.
These communications help us coordinate appointments, confirm bookings, provide service updates, discuss patient requirements, answer questions, share invoices, process payments, arrange follow-up visits, and ensure continuity of care.
Communication may take place through telephone calls, SMS, WhatsApp, email, video consultations, or any other communication method approved by the patient or their authorized representative.
You may also receive reminders for scheduled appointments, medication support, healthcare assessments, preventive healthcare programs, feedback requests, or important announcements relating to the services you have booked.
From time to time, Diagnex One may also share information regarding new healthcare services, preventive health campaigns, seasonal vaccination programs, wellness initiatives, or healthcare awareness activities. If you do not wish to receive promotional communication, you may opt out at any time. However, service-related communication that is essential for delivering healthcare may continue.
The Diagnex One website uses cookies and similar technologies to improve your browsing experience and enhance the performance of our digital platform.
Cookies are small text files stored on your device that help websites remember user preferences and improve website functionality. These technologies allow us to understand how visitors interact with our website, identify frequently visited pages, improve navigation, analyse website traffic, and strengthen website security.
Cookies may also help us remember your preferences, simplify future visits, maintain secure login sessions where applicable, and improve the overall performance of our website.
Users may disable cookies through their browser settings if they prefer. Please note that disabling cookies may affect certain website features or reduce the functionality of some services.
By continuing to browse our website without changing your browser settings, you consent to the use of cookies as described in this policy.
Protecting personal and medical information is a continuous responsibility at Diagnex One. Carehorizon Health Private Limited has implemented appropriate administrative, technical, and operational safeguards designed to protect information against unauthorized access, misuse, disclosure, alteration, destruction, or accidental loss.
Patient information is stored using secure systems with controlled access. Access to healthcare records is limited to authorized personnel whose responsibilities require them to handle such information. Employees, healthcare professionals, consultants, and service partners are expected to maintain confidentiality while handling patient information.
We regularly review our internal processes to improve data security, strengthen operational practices, and reduce potential risks associated with information management.
Although every reasonable effort is made to protect your information, no website, server, mobile application, or electronic communication system can guarantee absolute security. Users are encouraged to take reasonable precautions while sharing confidential information online and to contact us immediately if they suspect any unauthorized use of their personal information.
Diagnex One believes that patient information should remain private unless there is a genuine need to share it for healthcare, legal, or operational purposes.
Depending on the services requested, information may be shared with healthcare professionals, diagnostic laboratories, pharmacy partners, medical equipment providers, technology service providers, payment gateway providers, logistics partners, insurance providers, government authorities, regulatory agencies, or other organizations directly involved in delivering the requested healthcare service.
Information is shared only to the extent reasonably necessary for providing the requested service or fulfilling legal obligations. Every effort is made to work with partners who maintain appropriate confidentiality, security, and professional standards while handling patient information.
Diagnex One does not disclose personal information for unrelated commercial purposes or permit unauthorized third parties to access confidential patient records.
Carehorizon Health Private Limited retains personal and medical information only for as long as necessary to fulfil the purposes described in this Legal Information page or to comply with applicable legal, medical, accounting, regulatory, or operational requirements.
Healthcare records may need to be retained for specific periods to support ongoing patient care, maintain clinical documentation, resolve disputes, comply with legal obligations, or respond to requests from regulatory authorities.
When information is no longer required, we take reasonable steps to securely delete, anonymize, archive, or dispose of the information using appropriate procedures designed to protect patient confidentiality.
Diagnex One believes that individuals should have reasonable control over their personal information. Subject to applicable laws and regulatory requirements, you may have the right to access, review, update, or request corrections to the information we maintain about you.
If any information provided to us becomes inaccurate or incomplete, we encourage you to notify our team so that we can maintain accurate healthcare records and provide better services.
Depending on the circumstances, you may also request clarification regarding the information we collect, withdraw consent for certain communications, request copies of information that you have provided, or request deletion of information where permitted by applicable law.
Certain healthcare records cannot be deleted immediately because medical, legal, or regulatory obligations may require us to retain them for specified periods. Where such obligations exist, we will explain the applicable requirements and continue to protect the information throughout the retention period.
Diagnex One provides healthcare services to patients of all age groups, including infants, children, and adolescents. Personal information relating to minors is collected only through parents, legal guardians, or individuals who are legally authorized to make healthcare decisions on behalf of the child.
We do not knowingly collect personal information directly from children without appropriate parental or legal authorization. Parents and guardians are encouraged to supervise the information shared on behalf of minors and to contact us if they believe any information has been submitted without appropriate consent.
Our healthcare professionals remain committed to protecting the privacy, dignity, and best interests of every patient, regardless of age.
Healthcare practices, technology, legal requirements, and business operations continue to evolve over time. As a result, Carehorizon Health Private Limited may revise, update, or modify this Privacy Policy whenever necessary to reflect operational improvements, legal changes, new healthcare services, or enhanced privacy practices.
Any updates will become effective from the date they are published on this page unless otherwise specified. We encourage all visitors, patients, and families to review this Legal Information page periodically to remain informed about any changes.
Your continued use of the Diagnex One website or healthcare services after any updates are published will constitute your acceptance of the revised policy.
These Terms & Conditions govern your access to the Diagnex One website and your use of any healthcare service, consultation, product, or solution offered under the Diagnex brand. These terms are intended to create a transparent relationship between Carehorizon Health Private Limited and every patient, customer, visitor, caregiver, healthcare professional, or individual who interacts with our organization.
By accessing our website, communicating with our representatives, submitting an enquiry, requesting a quotation, scheduling an appointment, purchasing a product, renting medical equipment, or booking any healthcare service, you agree to comply with these Terms & Conditions. If you do not agree with any part of these terms, we recommend that you discontinue the use of our website and services.
These Terms & Conditions apply to every service offered by Diagnex One, including but not limited to nursing services, caretaker services, elderly care, rehabilitation services, physiotherapy, home diagnostics, medical procedures, doctor visits, vaccinations, medicine delivery, medical equipment rental, health checkups, consultations, and any future healthcare services introduced by Carehorizon Health Private Limited.
Diagnex One provides healthcare services to individuals of all age groups. Services may be requested by patients themselves or by family members, legal guardians, caregivers, employers, hospitals, healthcare providers, insurance partners, or any individual legally authorized to make healthcare decisions on behalf of the patient.
By requesting a service, you confirm that the information provided is accurate and complete to the best of your knowledge. If you are booking services on behalf of another individual, you confirm that you have obtained the necessary authority or consent to do so.
Certain healthcare services may require additional documentation before confirmation. This may include a doctor’s prescription, hospital discharge summary, diagnostic reports, consent forms, identity verification, or any other information necessary for safe service delivery.
Diagnex One reserves the right to decline, postpone, or modify any service request if the information provided is incomplete, inaccurate, misleading, or insufficient to safely deliver the requested healthcare service.
Diagnex One strives to make booking healthcare services simple, convenient, and transparent. Patients may request services through our website, telephone, WhatsApp, email, or any other officially designated communication channel.
Every booking request is reviewed by our healthcare coordinators before confirmation. Depending on the service requested, we may contact the patient or their representative to understand the medical condition, preferred schedule, location, duration of care, and any special healthcare requirements.
Certain services, particularly those involving nursing care, rehabilitation, critical care support, or specialized medical procedures, may require a preliminary assessment before appointments are confirmed. This assessment allows us to assign appropriately qualified healthcare professionals and recommend the most suitable care plan.
Submitting a booking request does not automatically guarantee service availability. Appointments are confirmed only after our team verifies availability, clinical suitability, operational feasibility, and other relevant factors.
While we make every effort to honour confirmed appointments, situations beyond our reasonable control may occasionally require changes to schedules. If rescheduling becomes necessary, our team will communicate with you as early as possible and arrange an alternative appointment whenever feasible.
Diagnex One provides a wide range of home healthcare services designed to support patients throughout recovery, rehabilitation, long-term care, preventive healthcare, and everyday wellness. Every service is delivered with the objective of improving patient comfort while maintaining professional clinical standards.
Our services may include nursing care, caretaker services, elderly care, companion care, physiotherapy, rehabilitation, home diagnostics, medical procedures, doctor consultations, vaccinations, medicine delivery, and medical equipment rental.
The scope of each service depends on the individual care plan prepared for the patient. Healthcare professionals perform only those procedures that fall within their qualifications, training, professional responsibilities, and applicable healthcare regulations.
Patients and family members are encouraged to share complete and accurate medical information before care begins. Failure to disclose relevant medical conditions, allergies, medications, infectious diseases, or other important healthcare information may affect the quality and safety of the services provided.
Diagnex One reserves the right to discontinue or modify services where patient safety, staff safety, legal obligations, or ethical considerations require such action.
Quality healthcare is a shared responsibility between healthcare professionals, patients, and families. Patients and their representatives are expected to cooperate with our healthcare team throughout the delivery of services.
Patients should provide accurate medical information, inform us about any changes in their condition, follow medical advice provided by their treating doctor, and ensure that prescribed medicines, medical records, and relevant documents are available during healthcare visits.
Families should provide a safe environment for healthcare professionals while they are delivering services. Any aggressive behaviour, threats, abuse, harassment, discrimination, intoxication, or unsafe working conditions may result in suspension or termination of services where necessary to protect our employees and healthcare professionals.
Patients are responsible for obtaining medical advice from their treating physician regarding the suitability of home healthcare services whenever required. Diagnex One provides healthcare support based on available medical information but does not replace ongoing consultation with the patient’s primary treating doctor.
Diagnex One carefully assigns healthcare professionals based on the patient’s medical condition, service requirements, location, and availability. Every effort is made to match patients with qualified nurses, caregivers, physiotherapists, doctors, and other professionals who possess the appropriate skills for the requested service.
While continuity of care is important, the Company reserves the right to replace or reassign healthcare professionals whenever necessary due to operational requirements, leave, illness, emergencies, performance considerations, patient safety, or other circumstances beyond our reasonable control.
Any replacement will be made with the objective of ensuring uninterrupted healthcare services while maintaining professional standards of care.
Diagnex One continuously works to expand its home healthcare network and make quality healthcare more accessible. However, the availability of specific services may vary depending on the patient’s location, the nature of the healthcare requirement, the availability of qualified professionals, and operational capacity at the time of booking.
While we make every reasonable effort to accommodate every service request, there may be occasions where certain services cannot be provided immediately or within a particular geographic area. In such situations, our healthcare coordinators will discuss alternative options, revised schedules, or suitable recommendations based on the patient’s requirements.
Some specialized services may also require prior medical evaluation, doctor’s recommendations, or additional preparation before they can be safely delivered.
Every patient is different, and no two healthcare journeys are the same. Before recommending or commencing certain home healthcare services, Diagnex One may conduct a medical or clinical assessment to better understand the patient’s health condition and care requirements.
The assessment may include discussions regarding the patient’s diagnosis, medical history, mobility, medications, lifestyle, rehabilitation goals, previous treatments, home environment, existing support system, and any special clinical requirements. Depending on the service requested, additional information may also be requested from the treating doctor or healthcare provider.
The purpose of this assessment is to ensure that every patient receives the most appropriate care while allowing our healthcare professionals to prepare personalized treatment and support plans that promote better outcomes and patient safety.
Diagnex One offers a comprehensive range of professional home healthcare services through qualified healthcare professionals and trained support staff. These services are intended to complement ongoing medical treatment and improve patient comfort, recovery, and quality of life at home.
Our services currently include nursing care, caretaker services, elderly care, dementia care, Parkinson’s care, physiotherapy, rehabilitation, post-surgery care, stroke recovery, orthopedic recovery, doctor consultations, home vaccinations, blood sample collection, preventive health checkups, IV therapy, catheter care, wound dressing, tracheostomy care, Ryle’s tube care, blood pressure monitoring, medicine delivery, hospital bed rental, wheelchair rental, oxygen concentrator rental, and other medical support services.
The exact scope of care depends on the patient’s condition, doctor’s recommendations, selected service, and personalized care plan. Healthcare professionals assigned by Diagnex One will only perform services that fall within their qualifications, training, and applicable healthcare regulations.
While Diagnex One offers a wide range of healthcare services at home, certain medical situations require hospital-based treatment or emergency medical intervention.
Our services should not be considered a substitute for emergency departments, intensive care units, trauma centres, surgical facilities, or inpatient hospital treatment. Patients experiencing chest pain, severe breathing difficulty, major trauma, uncontrolled bleeding, stroke symptoms, loss of consciousness, seizures, or any life-threatening emergency should immediately contact local emergency medical services or visit the nearest hospital.
Healthcare professionals assigned by Diagnex One reserve the right to recommend immediate hospitalization whenever they believe that continued home care may place the patient’s health or safety at risk.
The charges for Diagnex One services vary depending on the type of healthcare service requested, duration of care, location, complexity of the patient’s condition, level of professional expertise required, equipment used, and other operational considerations.
Service charges will be communicated before confirmation wherever reasonably possible. Patients and their representatives are encouraged to review the proposed services, pricing, and duration before confirming any booking.
Payments may be accepted through approved digital payment methods, bank transfers, online payment gateways, UPI, debit cards, credit cards, cash, or any other payment method officially accepted by Carehorizon Health Private Limited.
Certain services may require advance payment, partial payment, refundable security deposits, or milestone-based billing depending on the nature of the service.
Failure to make payments within the agreed timeline may result in delayed appointments, suspension of ongoing services, cancellation of future bookings, or recovery proceedings where applicable.
Diagnex One understands that unexpected situations may require appointments to be cancelled or rescheduled. We encourage patients and families to notify our healthcare coordinators as early as possible whenever changes are required.
Advance notice helps us reallocate healthcare professionals efficiently and accommodate other patients who may require urgent care. Depending on the nature of the booked service, cancellation charges may apply if appointments are cancelled after healthcare professionals have already been assigned, dispatched, or travel arrangements have been made.
Repeated cancellations, missed appointments, or last-minute changes may affect future scheduling and service availability.
Whenever operationally possible, Diagnex One will make reasonable efforts to reschedule appointments according to patient convenience.
Patient safety remains at the centre of every healthcare service delivered by Diagnex One. We are committed to maintaining professional standards, clinical protocols, hygiene practices, and patient-centred care throughout every stage of service delivery.
Patients and family members are expected to provide a safe, respectful, and hygienic environment for healthcare professionals while services are being delivered. Any known infectious diseases, hazardous conditions, aggressive behaviour, pets that may pose safety risks, or environmental concerns should be communicated before appointments whenever possible.
Healthcare professionals have the right to suspend or discontinue services if they believe that continuing care may compromise patient safety, their own safety, or the safety of others present at the location.
Certain home healthcare services may require medical equipment, disposable supplies, consumables, or specialized devices to ensure safe and effective treatment.
Depending on the selected service, Diagnex One may provide or arrange access to equipment such as hospital beds, wheelchairs, oxygen concentrators, mobility aids, nursing consumables, or other approved medical devices. Patients may also choose to use their own equipment where clinically appropriate and subject to safety assessment.
Patients are responsible for ensuring that rented equipment is used responsibly, maintained according to the instructions provided, and returned in reasonable condition upon completion of the rental period, subject to normal wear and tear.
Diagnex One understands that healthcare needs can change unexpectedly. A patient’s medical condition may improve, treatment plans may change, or unforeseen circumstances may require appointments to be postponed or cancelled. Our Refund Policy has been developed to provide clarity while ensuring fairness to both our patients and our healthcare professionals.
Refund eligibility depends on the type of service booked, the stage of service delivery, the resources already allocated, and the expenses incurred before cancellation. Each request is reviewed individually, and our team aims to resolve refund-related concerns promptly and transparently.
Refunds may be approved in situations where payments have been made for services that could not be delivered due to operational reasons attributable to Diagnex One or where cancellations fall within the applicable refund guidelines. Certain services involving completed consultations, dispatched healthcare professionals, consumables, customized healthcare plans, rented equipment, or third-party charges may not be eligible for a full refund.
Where refunds are approved, they will generally be processed using the original payment method unless otherwise agreed. Processing timelines may vary depending on banking institutions, payment gateways, and financial regulations.
If you have any questions regarding refunds, cancellations, or billing, our support team will be available to guide you through the applicable process.
Diagnex One offers medical equipment rental services to support patients recovering at home. Depending on availability, equipment may include hospital beds, wheelchairs, oxygen concentrators, mobility aids, and other approved medical equipment.
Rental equipment remains the property of Carehorizon Health Private Limited unless specifically sold under a separate agreement. Patients and families are responsible for ensuring that rented equipment is used safely, responsibly, and only for its intended medical purpose.
Equipment should not be modified, repaired, dismantled, or serviced by unauthorized individuals. If any equipment develops a fault during the rental period, patients should immediately inform Diagnex One so that appropriate assistance or replacement can be arranged whenever possible.
The customer agrees to return rented equipment in substantially the same condition in which it was supplied, subject to normal wear arising from appropriate use. Charges may apply for equipment that is intentionally damaged, lost, misused, or returned with missing components.
Rental duration, security deposits where applicable, transportation charges, installation requirements, and collection schedules will be communicated before equipment is delivered.
Diagnex One may facilitate medicine delivery services as part of its healthcare ecosystem. Medicine deliveries are arranged based on valid prescriptions wherever legally required and are subject to product availability, applicable regulations, and operational feasibility.
Patients are responsible for ensuring that prescriptions submitted are genuine, valid, and issued by appropriately qualified medical practitioners. Diagnex One reserves the right to decline orders that do not comply with applicable pharmaceutical regulations or where sufficient documentation is unavailable.
Delivery timelines are estimates and may vary depending on traffic conditions, weather, supplier availability, regulatory requirements, local restrictions, and other circumstances beyond our reasonable control.
Patients are encouraged to verify medicines, quantities, expiry dates, and packaging at the time of delivery. Any concerns should be reported promptly so that our team can investigate and assist appropriately.
Certain Diagnex One services involve the delivery of medicines, medical consumables, healthcare supplies, diagnostic kits, or rented medical equipment. Our delivery team works to ensure that every order reaches patients safely, efficiently, and within the estimated timeframe communicated during booking.
Delivery schedules may vary depending on the patient’s location, service availability, weather conditions, transportation delays, public holidays, local restrictions, or other operational circumstances beyond our reasonable control.
Where installation of medical equipment is required, our authorized representatives may also assist with setup and provide basic usage guidance where appropriate. Patients and caregivers are encouraged to carefully follow all instructions provided during installation.
While every reasonable effort is made to meet expected delivery timelines, Diagnex One cannot guarantee exact delivery times in situations affected by factors outside our operational control.
Unless otherwise stated, all content published on the Diagnex One website is the intellectual property of Carehorizon Health Private Limited.
This includes website design, branding, logos, service names, text, graphics, icons, illustrations, photographs, videos, downloadable materials, layouts, software elements, documents, and other original content developed for Diagnex One or Diagnex.
No content may be copied, reproduced, distributed, modified, translated, published, transmitted, stored, displayed, or commercially exploited without prior written permission from Carehorizon Health Private Limited.
Users may access website content solely for personal, non-commercial purposes related to understanding our healthcare services.
Unauthorized use of our intellectual property may result in appropriate legal action under applicable intellectual property laws.
The Diagnex One website has been developed to provide healthcare information, simplify service bookings, and help patients learn more about our healthcare services.
Users agree to use the website responsibly and in accordance with applicable laws. Activities that interfere with website security, performance, or normal operation are strictly prohibited.
Users must not knowingly upload malicious software, attempt unauthorized access, interfere with website functionality, misuse enquiry forms, impersonate another individual, submit false information, or engage in activities that may damage the reputation or operations of Diagnex One or Carehorizon Health Private Limited.
We reserve the right to restrict or terminate access where misuse of our website is identified.
The information published on the Diagnex One website is intended for general educational and informational purposes only. It is designed to help patients and families better understand our healthcare services and should not be interpreted as medical advice, diagnosis, or treatment.
Every patient’s health condition is different. Information available on this website cannot replace consultation with a qualified doctor or healthcare professional who has assessed the patient’s individual medical condition.
Patients should never delay seeking medical advice, ignore professional recommendations, or make treatment decisions solely based on information available on this website.
In the event of a medical emergency, patients should immediately contact local emergency medical services or visit the nearest hospital.
Diagnex One is committed to providing professional, compassionate, and high-quality healthcare services. However, healthcare outcomes depend on many factors, including the patient’s medical condition, previous health history, response to treatment, adherence to medical advice, environmental conditions, and circumstances beyond our reasonable control.
While we make every reasonable effort to deliver healthcare services safely and professionally, Carehorizon Health Private Limited does not guarantee specific medical outcomes, recovery timelines, or treatment results.
To the maximum extent permitted by applicable law, Carehorizon Health Private Limited shall not be liable for indirect, incidental, consequential, or special damages arising from circumstances beyond its reasonable control, including delays caused by natural disasters, public emergencies, transportation disruptions, government restrictions, or unforeseen operational events.
There may be circumstances where Diagnex One is unable to provide services as scheduled due to events that are beyond the reasonable control of Carehorizon Health Private Limited. These events may include natural disasters, floods, earthquakes, cyclones, pandemics, epidemics, government restrictions, strikes, civil disturbances, war, transportation disruptions, utility failures, shortages of medical supplies, technology failures, or any other event that significantly affects our ability to operate.
In such situations, Diagnex One will make every reasonable effort to keep patients informed, minimize service disruptions, and arrange alternative schedules wherever possible. However, the Company shall not be considered liable for delays, interruptions, modifications, or cancellations resulting directly from such events.
Nothing contained in this section shall prevent either party from exercising any rights available under applicable law where such events continue for an extended period.
To provide a comprehensive healthcare experience, Diagnex One may work with carefully selected third-party organizations, healthcare institutions, registered medical practitioners, diagnostic laboratories, pharmacies, logistics providers, payment gateway providers, technology partners, insurance companies, and medical equipment suppliers.
These partnerships allow us to deliver a broader range of healthcare services while maintaining convenience for our patients. Although we strive to work only with reputable organizations, each third-party provider operates independently and remains responsible for the products or services they provide.
Diagnex One makes reasonable efforts to coordinate these services effectively. However, delays, operational decisions, pricing, product availability, or policies of third-party organizations remain outside our direct control. Wherever applicable, patients may also be required to comply with the terms and policies of those organizations.
Our website may contain links to third-party websites, government portals, healthcare resources, payment platforms, social media channels, or partner organizations for the convenience of our visitors.
These links do not imply that Diagnex One or Carehorizon Health Private Limited endorses, controls, or accepts responsibility for the content, products, services, policies, or privacy practices of external websites.
Once you leave the Diagnex One website, you become subject to the terms, conditions, and privacy policies of the external website you choose to visit. We encourage users to review those policies before sharing personal information or completing any transactions.
Patients and visitors play an important role in ensuring safe and effective healthcare delivery. By using the Diagnex One website or booking our services, you agree to provide complete, accurate, and truthful information whenever requested.
You are responsible for informing our healthcare professionals about existing medical conditions, allergies, medications, ongoing treatments, previous surgeries, infectious diseases, or any other information that may influence patient care. Deliberately withholding important medical information may affect the quality and safety of healthcare services provided.
Patients and family members are also expected to maintain respectful communication with our healthcare professionals and support staff. Any abusive behaviour, threats, harassment, discrimination, violence, or actions that compromise the safety and dignity of our employees or healthcare professionals may result in suspension or termination of services.
Users must not misuse the Diagnex One website, impersonate another individual, submit false information, interfere with website security, attempt unauthorized access, or engage in any activity that violates applicable laws.
Diagnex One reserves the right to suspend, refuse, modify, or terminate services whenever it becomes necessary to protect patient safety, employee safety, legal compliance, operational integrity, or the interests of the Company.
Services may be suspended or discontinued if inaccurate information is provided, payments remain overdue, appointments are repeatedly missed, healthcare professionals face unsafe working conditions, fraudulent activity is suspected, inappropriate behaviour is observed, legal requirements prevent continuation of services, or circumstances arise that make home healthcare medically unsuitable.
Wherever reasonably possible, patients will be informed in advance regarding any suspension or discontinuation of services along with the reasons and any alternative options that may be available.
This Legal Information page and every service offered under the Diagnex One and Diagnex brands shall be governed by and interpreted in accordance with the laws of the Republic of India.
Any dispute arising out of or relating to the use of this website, the booking of healthcare services, commercial transactions, or any matter connected with Carehorizon Health Private Limited shall be subject to the exclusive jurisdiction of the competent courts where the Company has its registered office, unless otherwise required by applicable law.
Nothing contained in this section shall prevent the Company from pursuing legal remedies in any other court or jurisdiction where permitted under applicable law.
Healthcare regulations, technology, operational practices, and legal requirements continue to evolve. As our services expand and our healthcare ecosystem grows, Carehorizon Health Private Limited may update, revise, modify, or replace any part of this Legal Information page whenever necessary.
Updated policies become effective from the date they are published on this website unless otherwise stated. We encourage patients, visitors, and business partners to review this page periodically to remain informed about any changes.
Your continued use of the Diagnex One website or any of our services after updated policies are published constitutes your acceptance of the revised terms.
If you have any questions regarding this Legal Information page, our Privacy Policy, Terms & Conditions, Refund Policy, Shipping & Delivery Policy, or any other policy published on our website, our team will be happy to assist you.
Carehorizon Health Private Limited
Operating Brands: Diagnex & Diagnex One
Registered Office:
EMCA House Office, ballard Estate, Mumbai, 400 001
Phone: +91 62920 57999
WhatsApp: +91 62920 57999
Email: one@diagnexhealth.com
Website: www.diagnexhealth.com/one
Our team will make every reasonable effort to respond to your enquiry as quickly as possible and provide any clarification you may require regarding our services or policies.
At Diagnex One, we believe that trust is earned through honesty, professionalism, and accountability. Every policy published on this page reflects our commitment to delivering home healthcare services responsibly while respecting the privacy, dignity, and rights of every patient.
As the home healthcare division of Diagnex, owned and operated by Carehorizon Health Private Limited, we remain committed to building a healthcare ecosystem that places patients and families at the centre of everything we do. Whether you are seeking nursing care, elderly care, rehabilitation, diagnostics, medical procedures, or any other home healthcare service, our goal is to provide dependable healthcare with compassion, transparency, and integrity.
Thank you for choosing Diagnex One. We appreciate the trust you place in our team and look forward to supporting you and your family with professional healthcare services whenever you need them.
Diagnex One believes that informed consent is an important part of responsible healthcare. Before certain services begin, patients or their authorized representatives may be required to provide consent confirming that they understand the nature of the requested healthcare service, its purpose, expected outcomes, potential limitations, and any associated responsibilities.
Consent allows our healthcare professionals to deliver services safely while ensuring that patients and families have a clear understanding of the care being provided. Depending on the service, consent may be obtained in writing, electronically, verbally, through WhatsApp, email, or any other communication method considered legally acceptable.
Where the patient is unable to provide consent due to age, illness, physical condition, or any other medical reason, consent may be provided by a legally authorized family member, guardian, or representative. By requesting services on behalf of another individual, the person making the request confirms that they are authorized to do so.
Certain specialized services, including nursing procedures, physiotherapy, vaccinations, medical procedures, diagnostic services, and long-term care programs, may require separate consent forms before services commence.
To improve accessibility and convenience, Diagnex One communicates with patients through digital platforms including WhatsApp, email, SMS, online forms, video consultations, and electronic documentation.
By contacting Diagnex One through any digital platform, submitting online forms, sharing medical documents electronically, or communicating through WhatsApp or email, you consent to receiving responses, appointment confirmations, quotations, invoices, reports, reminders, and other service-related communication through these channels.
While we take reasonable precautions to protect electronic communication, users acknowledge that digital communication may involve risks beyond our control, including internet failures, technical interruptions, unauthorized access to personal devices, or delays in message delivery.
Patients are encouraged to protect their own devices, email accounts, and messaging platforms by using secure passwords and following good digital security practices.
The quality of healthcare depends heavily on the accuracy of the information provided by patients and their families. Diagnex One relies on this information to assess medical conditions, recommend appropriate services, assign qualified professionals, and deliver safe healthcare.
Patients and authorized representatives are responsible for ensuring that all personal, medical, and contact information shared with Diagnex One is accurate, complete, and up to date. This includes medical history, allergies, medications, previous surgeries, chronic illnesses, diagnostic reports, prescriptions, mobility status, and any other relevant healthcare information.
If any important medical information changes before or during the course of treatment, patients should inform Diagnex One as soon as reasonably possible. Failure to disclose relevant information may affect the suitability, effectiveness, or safety of the services provided.
Many home healthcare services provided by Diagnex One are delivered based on recommendations made by the patient’s treating doctor. Certain procedures, medications, injections, diagnostic investigations, nursing interventions, and rehabilitation programs may require a valid medical prescription or written recommendation before services can be scheduled.
Diagnex One does not encourage self-medication or self-diagnosis. Our healthcare professionals perform services within their professional scope of practice and do not alter prescribed treatment plans without appropriate medical authorization.
Patients are encouraged to remain under the supervision of their treating physician throughout their healthcare journey. Where necessary, our healthcare professionals may recommend that patients consult their doctor before continuing or modifying treatment.
Home healthcare services are delivered at the patient’s residence or any location approved by Diagnex One. Patients and families are expected to provide a safe, clean, and reasonably accessible environment that allows healthcare professionals to perform their duties safely and effectively.
Adequate lighting, ventilation, cleanliness, and sufficient working space help ensure better service delivery. Patients should also ensure that essential medical records, prescribed medications, and any required medical equipment are readily available during scheduled visits.
If healthcare professionals believe that environmental conditions may compromise patient safety or their own safety, they may recommend modifications before continuing with the service.
Every nurse, caregiver, physiotherapist, doctor, and healthcare professional associated with Diagnex One is expected to maintain high standards of professionalism, ethics, patient dignity, and confidentiality.
Healthcare professionals are trained to provide services respectfully, responsibly, and in accordance with accepted clinical practices. They are expected to communicate politely, maintain patient privacy, follow hygiene protocols, wear appropriate identification where applicable, and perform only those duties that fall within their qualifications and assigned responsibilities.
Patients and family members are requested not to ask healthcare professionals to perform personal errands, household work unrelated to patient care, financial transactions, or duties outside the agreed scope of service.
Any concerns regarding the conduct of a healthcare professional should be reported to Diagnex One immediately so that appropriate action can be taken.
Patient safety and infection prevention are shared responsibilities between Diagnex One, healthcare professionals, patients, and families.
Our healthcare professionals follow appropriate hygiene practices, use recommended protective equipment where required, and maintain infection control measures based on the nature of the service being delivered.
Patients and families should inform Diagnex One in advance if the patient has a contagious illness, multidrug-resistant infection, or any condition requiring additional precautions. This allows our team to prepare appropriate protective measures before the visit.
Healthcare professionals reserve the right to postpone or modify services where infection control requirements cannot be safely maintained.
Diagnex One facilitates home diagnostic services for the convenience of patients who prefer sample collection at home. Samples are collected by trained professionals following accepted safety and hygiene practices before being transported to partner diagnostic laboratories for processing.
Patients are responsible for following any preparation instructions provided before sample collection, including fasting requirements, medication guidance, or scheduling recommendations.
Diagnostic reports are generated by the respective laboratory performing the tests. Diagnex One facilitates coordination but does not independently interpret laboratory findings or guarantee specific diagnostic outcomes. Patients should always discuss their reports with their treating doctor.
Diagnex One offers home vaccination services wherever operationally feasible and medically appropriate. Vaccinations are administered by trained healthcare professionals using vaccines sourced and handled in accordance with applicable storage and transportation requirements.
Patients are responsible for providing complete medical information before vaccination, including allergies, previous vaccine reactions, pregnancy status where relevant, current illnesses, ongoing medications, and existing medical conditions.
Like all medical treatments, vaccinations may occasionally result in mild or moderate side effects. Patients are encouraged to follow the advice provided by the attending healthcare professional and seek immediate medical attention if they experience severe or unexpected reactions after vaccination.
Certain services offered by Diagnex One may be provided through telephone calls, video consultations, or other digital communication platforms whenever appropriate. These services are intended to improve accessibility and help patients receive timely healthcare guidance without travelling.
Teleconsultations are suitable only for situations where a remote assessment is considered appropriate by the consulting healthcare professional. Certain medical conditions require a physical examination, laboratory investigations, imaging studies, or emergency medical intervention, which cannot be adequately performed through remote communication.
Patients are responsible for providing accurate information during teleconsultations and should immediately seek emergency medical care if symptoms worsen or become life-threatening.
Diagnex One provides professional home healthcare services but does not operate as an emergency medical response service, ambulance provider, trauma centre, or hospital emergency department.
If a patient experiences severe chest pain, difficulty breathing, sudden loss of consciousness, stroke symptoms, uncontrolled bleeding, severe allergic reactions, major injuries, seizures, or any other medical emergency, immediate emergency medical assistance should be sought by contacting local emergency services or visiting the nearest hospital.
Our healthcare professionals may recommend immediate hospitalization whenever they believe that continuing treatment at home may compromise patient safety or delay necessary emergency care.
Doctors, nurses, physiotherapists, and other healthcare professionals associated with Diagnex One exercise their independent professional judgment while providing healthcare services.
Carehorizon Health Private Limited does not direct healthcare professionals to alter clinical opinions, diagnoses, or treatment recommendations for commercial purposes. Medical advice provided during consultations remains the independent opinion of the treating healthcare professional based on the information available at the time of assessment.
Patients are encouraged to discuss any questions regarding diagnosis, treatment options, or medications directly with their treating doctor.
Healthcare outcomes vary from one patient to another. Recovery depends on several factors, including the patient’s overall health, age, medical condition, previous illnesses, response to treatment, lifestyle, adherence to medical advice, rehabilitation efforts, and factors beyond the control of Diagnex One.
While our healthcare professionals work diligently to deliver high-quality care, Carehorizon Health Private Limited cannot guarantee specific medical outcomes, recovery timelines, cure rates, symptom improvement, or treatment success.
Our commitment is to provide professional, compassionate, and evidence-based healthcare services while supporting patients throughout their healthcare journey.
The information available on the Diagnex One website has been prepared to educate visitors about our services and provide general healthcare information. It should not be interpreted as medical advice, diagnosis, treatment recommendations, or professional healthcare consultation.
Medical knowledge continues to evolve, and information published on this website may not always reflect the latest clinical developments. Patients should always consult a qualified healthcare professional before making decisions regarding their health, medications, or treatment plans.
Carehorizon Health Private Limited makes reasonable efforts to maintain accurate and up-to-date information; however, we do not warrant that all information published on the website will always be complete, current, or free from errors.
Diagnex, Diagnex One, their logos, branding elements, service names, taglines, graphics, website layouts, written content, photographs, videos, icons, downloadable materials, and other original works are valuable intellectual property owned by or licensed to Carehorizon Health Private Limited.
All rights are reserved unless expressly stated otherwise.
Visitors may access website content solely for personal, informational, and non-commercial purposes. No content may be copied, reproduced, republished, distributed, translated, modified, transmitted, stored, displayed publicly, or used commercially without obtaining prior written permission from Carehorizon Health Private Limited.
Unauthorized use of our intellectual property may result in civil or criminal action as permitted under applicable law.
The names Carehorizon Health Private Limited, Diagnex, Diagnex One, associated logos, service marks, brand identities, slogans, and visual elements are proprietary trademarks or branding assets owned, licensed, or used by Carehorizon Health Private Limited.
Nothing contained on this website grants any licence or permission to use these trademarks without prior written authorization.
Any unauthorized use that may create confusion, misrepresent affiliation, or damage the reputation of our brands is strictly prohibited.
Diagnex One values patient feedback and believes that every concern deserves prompt attention. If you have a complaint, suggestion, question, or concern regarding our healthcare services, billing, privacy practices, website, healthcare professionals, or any other matter, we encourage you to contact our support team.
Every grievance received is reviewed carefully and directed to the appropriate department for investigation and resolution. Our goal is to address concerns fairly, transparently, and within a reasonable timeframe.
Patients are encouraged to provide complete details, including their name, contact information, booking reference where applicable, and a clear description of the concern to help us investigate the matter efficiently.
If any provision contained in this Legal Information page is determined by a court or competent authority to be unlawful, invalid, or unenforceable, the remaining provisions shall continue to remain valid and enforceable to the fullest extent permitted by applicable law.
The invalidity of any single provision shall not affect the interpretation or enforceability of the remaining sections of this Legal Information page.
Any failure or delay by Carehorizon Health Private Limited to exercise any right or enforce any provision contained in this Legal Information page shall not be interpreted as a waiver of that right.
Any waiver granted by the Company shall be effective only when provided in writing by an authorized representative and shall apply only to the specific matter for which it is granted.
This Legal Information page, together with any service-specific consent forms, quotations, invoices, healthcare agreements, and additional written policies issued by Carehorizon Health Private Limited, constitutes the complete understanding between the Company and the patient regarding the use of our website and healthcare services.
Any previous discussions, communications, proposals, marketing materials, or representations shall not override the policies published on this page unless specifically confirmed in writing by an authorized representative of the Company.
If you have any questions regarding these Legal Information policies or wish to seek clarification about any service offered by Diagnex One or Diagnex, please contact us.
Carehorizon Health Private Limited
Operating Healthcare Brands
Phone: +91 62920 57999
WhatsApp: +91 62920 57999
Email: care@diagnexhealth.com
Our team will make every reasonable effort to respond to your enquiry and assist you with questions relating to our services, policies, privacy practices, or any other matter covered on this page.
Carehorizon Health Private Limited was founded with a vision of making quality healthcare more accessible, more connected, and more patient-focused. Through Diagnex and its dedicated home healthcare division, Diagnex One, we continue to build an integrated healthcare ecosystem that supports patients at every stage of their healthcare journey.
Every policy published on this page reflects our commitment to professionalism, transparency, patient safety, ethical healthcare practices, and continuous improvement. Whether you visit our website, speak with our healthcare coordinators, book a nursing service, arrange elderly care, schedule a doctor visit, request diagnostics, or rent medical equipment, you can expect the same commitment to responsible and compassionate healthcare.
Thank you for placing your trust in Diagnex One. We appreciate the opportunity to serve you and your family, and we remain committed to delivering dependable home healthcare with integrity, respect, and care.
Diagnex One assigns qualified nurses, caregivers, physiotherapists, doctors, attendants, and other healthcare professionals based on the patient’s healthcare requirements, service availability, qualifications, and operational considerations. Every professional associated with Diagnex One is selected to deliver healthcare services within the scope of their training, experience, professional responsibilities, and applicable healthcare standards.
The assignment of a healthcare professional to a patient does not create an employer-employee relationship between the patient and the assigned individual. All healthcare professionals providing services through Diagnex One remain associated with or engaged by Carehorizon Health Private Limited or its authorized service partners in accordance with applicable agreements and operational requirements.
Patients and their family members are requested to communicate any concerns regarding the assigned healthcare professional directly to Diagnex One. Requests for replacement, change of schedule, or modification of the care plan will be reviewed based on patient needs, professional availability, operational feasibility, and continuity of care.
Carehorizon Health Private Limited reserves the right to assign, replace, reassign, or withdraw any healthcare professional whenever required to ensure patient safety, maintain service quality, address operational requirements, comply with applicable regulations, or respond to unforeseen circumstances.
Home healthcare services are delivered within the patient’s residence, making the home environment an important part of safe and effective healthcare delivery. Patients and family members are responsible for providing an environment that allows healthcare professionals to perform their duties comfortably, safely, and without unnecessary risk.
Patients should ensure that the service location remains reasonably clean, well-ventilated, adequately lit, and free from hazards that may interfere with healthcare delivery. Safe access to the residence, functioning electrical supply where required, clean water, appropriate sanitation facilities, and sufficient space for medical procedures should be available before services begin.
Where specific medical equipment has been prescribed, patients should ensure that the equipment is available, functional, and properly positioned before scheduled visits unless Diagnex One has agreed to provide or install such equipment as part of the service.
Patients are also responsible for arranging prescribed medicines, consumables, dressings, nutritional supplements, and other items recommended by the treating doctor unless these are specifically included within the agreed service package.
Healthcare professionals have the right to temporarily suspend services if the environment presents an immediate risk to patient safety or to the safety of healthcare personnel. Diagnex One will work with the patient and family to resolve such concerns wherever reasonably possible before services resume.
Diagnex One follows appropriate infection prevention practices while delivering home healthcare services. Our healthcare professionals are trained to follow hygiene protocols, use personal protective equipment whenever required, and maintain safe clinical practices during patient care.
Patients and their representatives should inform Diagnex One before services begin if the patient has been diagnosed with or is suspected to have any communicable or infectious disease, including but not limited to COVID-19, Tuberculosis, Hepatitis, Influenza, multidrug-resistant infections, or any other condition requiring additional infection control precautions.
Providing this information allows our healthcare team to prepare appropriate protective equipment, allocate suitable healthcare professionals, and implement additional safety measures where necessary. Failure to disclose known infectious conditions may increase risks for healthcare professionals, other patients, caregivers, and family members.
Diagnex One reserves the right to modify service procedures, assign specially trained professionals, recommend additional infection control measures, or temporarily postpone certain services whenever necessary to protect the health and safety of everyone involved.
Medication management forms an important part of many home healthcare services. Nurses assigned by Diagnex One administer medicines only in accordance with valid medical prescriptions, written treatment plans, hospital discharge summaries, or documented instructions issued by a registered medical practitioner.
Healthcare professionals associated with Diagnex One do not independently prescribe medicines, alter medication dosages, discontinue prescribed treatment, or introduce new medicines without appropriate medical authorization unless required during a life-threatening emergency and permitted by applicable professional standards.
Patients and caregivers are responsible for ensuring that prescribed medicines are available before scheduled visits and that all medicines are stored according to the manufacturer’s instructions. Any concerns regarding medications, side effects, allergic reactions, or changes in the patient’s condition should be reported immediately to both the treating doctor and Diagnex One.
Many patients already own medical equipment before requesting home healthcare services. Diagnex One healthcare professionals may assist patients in using such equipment as part of routine care whenever appropriate.
Patients remain responsible for ensuring that personally owned medical equipment is safe, functional, properly maintained, and serviced according to the manufacturer’s recommendations. Diagnex One cannot accept responsibility for equipment failures, manufacturing defects, improper installation, unauthorized modifications, or damage arising from equipment supplied by the patient or third parties.
If our healthcare professionals believe that any equipment may compromise patient safety, they may recommend inspection, repair, replacement, or alternative solutions before continuing its use.
Diagnex One facilitates home diagnostic services by arranging professional sample collection from the patient’s residence. Samples are collected using appropriate procedures before being transported to authorized diagnostic laboratories for processing and analysis.
Laboratory testing, quality control, report preparation, and interpretation of diagnostic results remain the responsibility of the respective diagnostic laboratory and the patient’s treating doctor. Diagnex One coordinates the collection process but does not independently perform laboratory analysis or certify diagnostic findings unless specifically stated.
Patients should carefully follow any fasting instructions, medication guidance, or preparation requirements communicated before sample collection. Failure to follow these instructions may affect test accuracy or require repeat sample collection.
Diagnostic reports should always be reviewed with a qualified medical practitioner before making healthcare decisions.
Providing excellent healthcare requires continuous improvement. Diagnex One regularly reviews patient experiences to improve service quality, strengthen operational processes, and better understand the needs of the families we serve.
Patients may receive follow-up telephone calls, WhatsApp messages, emails, surveys, or feedback requests after receiving our services. These communications help us monitor service quality, resolve concerns promptly, recognize exceptional performance, and identify opportunities for improvement.
Calls with our support team may also be recorded or monitored for training, quality assurance, documentation, and dispute resolution purposes, subject to applicable legal requirements.
Patient feedback plays an important role in helping Diagnex One continue building a trusted and patient-centred home healthcare ecosystem.
Carehorizon Health Private Limited is committed to operating Diagnex and Diagnex One responsibly while striving to comply with applicable healthcare regulations, ethical standards, professional guidelines, and legal requirements governing our services.
We continuously review our operational processes, patient care practices, internal policies, staff training, documentation procedures, and quality standards to support responsible healthcare delivery and continuous improvement.
Where regulatory requirements evolve, Diagnex One reserves the right to modify its policies, operational procedures, documentation requirements, or service processes to remain aligned with applicable legal and professional obligations.
All original content published on the Diagnex One and Diagnex websites is protected by applicable intellectual property and copyright laws.
This includes written content, service descriptions, educational material, website layouts, user interface elements, photographs, graphics, icons, illustrations, videos, downloadable documents, brochures, care plans, policy documents, forms, software elements, branding assets, and other original materials created by or for Carehorizon Health Private Limited.
No material from this website may be reproduced, copied, modified, translated, republished, distributed, transmitted, stored, or used commercially without obtaining prior written permission from Carehorizon Health Private Limited.
Unauthorized use of our copyrighted material may result in civil or criminal action under applicable intellectual property laws.
Diagnex One may use digital technologies, automation tools, artificial intelligence, online forms, chat systems, or other software solutions to improve patient experience, simplify communication, and support administrative processes.
Any information generated through automated systems is intended solely for general guidance and service facilitation. These tools do not provide medical diagnosis, prescribe treatment, replace professional healthcare consultation, or make independent clinical decisions.
Patients should always rely on qualified healthcare professionals for medical advice, diagnosis, treatment recommendations, and emergency healthcare decisions. Where automated responses differ from professional medical advice, the opinion of the treating healthcare professional should always take precedence.
Diagnex One offers multiple payment options to make healthcare services convenient and accessible for patients and their families. Online payments made through our website or digital platforms are processed using trusted third-party payment gateway providers that follow industry-standard security practices.
While Carehorizon Health Private Limited makes every effort to work with reliable payment partners, we do not store your complete debit card, credit card, banking credentials, UPI PIN, or other confidential payment information on our servers unless specifically required for regulatory or accounting purposes.
Patients are encouraged to verify payment details carefully before completing any transaction. If a payment is deducted but the booking is not confirmed, our support team will assist in verifying the transaction and coordinating with the payment service provider where necessary.
Temporary delays caused by banking networks, payment gateways, internet connectivity, or financial institutions are outside the direct control of Diagnex One.
Carehorizon Health Private Limited is committed to maintaining a safe and trustworthy healthcare environment. To protect patients, healthcare professionals, and business operations, we continuously monitor our systems for suspicious, fraudulent, or unauthorized activities.
Diagnex One reserves the right to verify the identity of patients, representatives, or individuals requesting services whenever necessary. Additional verification may also be requested before processing certain bookings, high-value transactions, equipment rentals, or services involving prescription medicines.
Any attempt to provide false information, impersonate another individual, submit forged medical documents, misuse payment systems, or engage in fraudulent activities may result in cancellation of services, suspension of accounts, reporting to relevant authorities, and appropriate legal action.
Certain healthcare services require verification of patient identity before services can be delivered. This helps us maintain accurate healthcare records, ensure patient safety, and prevent unauthorized access to healthcare services.
Patients or their authorized representatives may be requested to provide identity documents, prescriptions, hospital discharge summaries, or other supporting documents whenever required for service verification.
Any documents submitted to Diagnex One should be genuine, current, and legally valid. The Company reserves the right to request additional information where discrepancies or verification concerns arise.
Diagnex One believes that quality healthcare is built on mutual trust and respect between patients, families, and healthcare professionals.
Patients and family members are expected to treat all nurses, caregivers, doctors, physiotherapists, attendants, coordinators, and support staff with courtesy and respect throughout the delivery of services.
Harassment, abusive language, discrimination, threats, intimidation, violence, inappropriate behaviour, or any form of physical or verbal misconduct towards our employees or healthcare professionals will not be tolerated.
Where such situations occur, Carehorizon Health Private Limited reserves the right to immediately withdraw healthcare professionals, suspend services, terminate ongoing engagements, and take appropriate legal action where necessary.
Healthcare professionals associated with Diagnex One are expected to maintain the highest standards of integrity and professional ethics while delivering patient care.
Patients and their families are requested not to offer expensive gifts, personal loans, commissions, employment opportunities, valuable items, or financial incentives to healthcare professionals in exchange for preferential treatment or services outside official arrangements.
Small gestures of appreciation may be accepted only where permitted under Company policy and applicable professional standards. Any concerns regarding unethical behaviour should be reported directly to Diagnex One.
Patient privacy is an important part of quality healthcare. Photographs, audio recordings, or video recordings involving healthcare professionals, patients, medical procedures, or healthcare services should be taken only with the knowledge and consent of the individuals involved.
Diagnex One may occasionally request permission to use photographs, testimonials, feedback, or success stories for educational, awareness, or promotional purposes. Such material will only be used after obtaining appropriate consent from the patient or their authorized representative.
Patients and visitors are requested not to publish misleading, manipulated, or unauthorized recordings that may violate the privacy or dignity of patients, healthcare professionals, or the Company.
Carehorizon Health Private Limited continuously works to maintain reliable healthcare services even during challenging circumstances. We regularly review operational procedures, staffing, technology infrastructure, supply chains, and emergency preparedness plans to minimize service disruptions.
Despite these efforts, certain situations beyond our reasonable control may temporarily affect service availability. In such cases, Diagnex One will make reasonable efforts to communicate with affected patients, prioritize urgent healthcare needs, and restore normal operations as quickly as possible.
Patient feedback helps Diagnex One improve the quality of healthcare we provide. We welcome suggestions, compliments, appreciation, and constructive feedback regarding any aspect of our services.
Every suggestion received is reviewed by the appropriate team and may contribute to improvements in patient care, service quality, operational efficiency, or customer experience.
Positive feedback also helps us recognize healthcare professionals who consistently deliver compassionate and professional care to our patients.
Any legal notice, regulatory communication, or official correspondence intended for Carehorizon Health Private Limited should be sent through the contact details published on our official website or delivered to the Company’s registered office in accordance with applicable legal requirements.
Communications sent through unofficial channels, unauthorized representatives, or third-party platforms may not be considered valid legal notice unless expressly acknowledged by the Company.
By continuing to access the Diagnex One website, communicating with our representatives, submitting personal information, requesting quotations, booking healthcare services, making payments, renting medical equipment, purchasing products, or otherwise interacting with Diagnex or Diagnex One, you confirm that you have read, understood, and accepted the policies, terms, conditions, and guidelines contained within this Legal Information page.
If you do not agree with any part of these policies, you should discontinue the use of our website and refrain from booking or using our services until your concerns have been clarified by our team.
Carehorizon Health Private Limited reserves the right to interpret, administer, modify, update, or replace these policies whenever necessary to reflect changes in healthcare practices, legal requirements, technology, or business operations. The most recent version published on this website shall always be considered the current and applicable version.
Thank you for choosing Diagnex One, the home healthcare division of Diagnex, owned and operated by Carehorizon Health Private Limited. We appreciate the trust you place in our organization and remain committed to delivering professional, compassionate, transparent, and patient-centred healthcare services that support individuals and families throughout every stage of their healthcare journey.
