Shipping and Service Delivery Policy

1. No shipping

• No physical product is sold, stocked or shipped, and no shipping or delivery charge is ever applied.
• MetaNova does not sell medicines or diagnostic tests. These are not offered on the platform today.
• Every document — consultation notes, prescriptions, receipts, invoices, credit notes and case summaries — is delivered electronically in the app, where you can view and download it.

2. Who delivers the service

MetaNova is a technology and coordination platform. It receives your request, connects you with an independent provider, keeps everyone on the same case and records what happened. The care itself is delivered by the provider: ambulance operators and their crews, registered medical practitioners, hospitals, and home-care agencies and carers. MetaNova does not employ them or own their vehicles or facilities (Terms, clause 3).

3. Where

Services are offered in Delhi NCR, starting in Gurugram, and in other areas as they are enabled. Coverage in an area does not mean a provider is available at every moment (Terms, clause 2.4).

4. Delivery, service by service

Emergency Response

• Coordination starts the moment you request help: a coordinator is on the case and a verified ambulance is sought straight away.
• The ambulance is dispatched as soon as an operator accepts. You and your family can follow it in the app until the hospital handover.
• Arrival times shown are estimates, not promises. MetaNova cannot guarantee when an ambulance will arrive, or that a hospital will admit the patient (Terms, clause 6).
• Payment is never needed before help is dispatched.

Doctor Now (video consultation)

• Instant consultations: you are matched with an available registered doctor and the video consultation takes place in the app.
• Scheduled consultations: the consultation takes place in the app at the time you booked.
• The doctor's notes and any prescription are available in the app as soon as the consultation ends, saved to your family record.

Home Care

• A care coordinator calls you back to understand the need, then proposes a partner and carer with written terms.
• Care starts on the date set in the care agreement you accept in the app, once the first billing period is paid. Visits, shifts or live-in care then follow that agreement.
• If a carer cannot come, the partner arranges a replacement and MetaNova helps coordinate cover.

5. If a service is not delivered

If a service you paid for is not delivered, you are refunded under our Cancellation and Refund Policy — automatically where the rules say so. Questions or complaints: Grievance Redressal or partners@metanovahealth.in.

In a medical emergency, call 112.