1. Definitions and Scope

1.1 Surokkha Ambulance Service: refers to the Company, its affiliates, subsidiaries, officers, employees, representatives and authorized agents who operate the Ambulance Service and all platforms used to maintain this Website/Platform.

1.2 "Surokkha Ambulance Service", "we", "us", or "our"

refers to any individual, patient, attendant, healthcare provider, organization, or entity that accesses, uses, or registers with the Website/Application to request Ambulance Service.

1.3 "Services"

a) Means the emergency and non-emergency ambulance services provided by the Company,

    which include but are not limited to:

b) Emergency Ambulance Dispatch (24/7) – AC Ambulance/ICU Ambulance/CCU 

    ambulance/NICU Ambulance/ALS Ambulance/ACLS Ambulance/CCU Ambulance

c) Patient Transfer by Non-Emergency Ambulance

d) Inter-hospital Transfer by Ambulance

e) Specialized Ambulance Services (ICU Ambulance, Neonatal Ambulance, Air Ambulance,

    Mortuary Ambulance etc.)

f)  Any additional healthcare support services mentioned on the Website.

1.4 "Website/Platform"

Means the official online platform of Surokkha Ambulance Service, which includes its Company website, Company mobile application, or any other digital medium operated by the Company or any social media platform operated by the Company.

1.5 “Third Party Service Provider”

Means any hospital, clinic, healthcare professional, ambulance service of another company or external service provider engaged by the Company to provide ambulance or related services.

1.6 Scope of Agreement

These Terms govern the User’s access to and use of our ambulance services. For example, booking an ambulance online through the Website or Mobile App, booking an ambulance via phone call or third party integration. By accepting our Services, the User fully acknowledges and accepts the following terms and conditions.

2. Eligibility and Terms of Use

2.1 Legal Eligibility

Our Website/Platform/Services are permitted to be used only by persons who are legally bound to enter into a binding contract under the applicable laws of Bangladesh. In order to access or use the Company’s Services, the User confirms that:

a) the User is at least 18 (eighteen) years of age, and

b) the User has the legal capacity to enter into a binding contract.

2.2 Minors

If the User is a minor (under 18 years of age), the User is not permitted to register or book the Ambulance Service directly. Any request for the Service on behalf of a minor will be accepted only if it is booked by a parent, guardian or authorized representative. If it is discovered that a minor has directly registered or accepted the Service, the Company reserves the right to cancel the booking and/or terminate the User’s access immediately.

2.3 Account Creation and Responsibilities

a) In order to access certain features of the Company’s Services (such as online booking, tracking

    and payments), Users may be required to create an account on the Company’s designated

    platform to provide accurate and complete information.

b) The User shall be responsible for maintaining the confidentiality of the login details and all

    activities under their account.

Any unauthorized use of the User’s account shall be reported to the Company immediately in writing.

2.4 Permitted Use

a) By using the Company's Services, the User agrees that:

b) No use of any of the Company's platforms will be made for any unlawful purpose or fraudulent

    booking.

c) While using the Services, the User will not impersonate or misrepresent the patient.

d) No conduct that is disruptive, unpleasant, abusive or threatening may be directed at any doctor,

    paramedic, nurse, ambulance personnel, driver or healthcare professional dispatched by the

    Company while availing the Services.

e) The Visitor or User must ensure that the information provided by the Visitor or User at the time of

    booking the Ambulance Service, such as Pick-Up Location, Drop-Location, Patient's condition,

    Hospital details, is accurate and truthful.

2.5 Service Availability

a) The Company's ambulance services are sometimes subject to availability in the geographical

    area of the User or Patient.

b) The Surokkha Company does not 100% guarantee that the ambulance will be available at all

    times or within a specific response time, especially during emergencies, traffic jams, natural

    disasters or force majeure events, there may be any delays.

c) Since the Surokkha Company operates in accordance with all laws of Bangladesh, it may refuse

    or cancel any booking if it is illegal, unsafe or outside the serviceable area or if the patient is

    found with any illegal goods or equipment or anything harmful to people.

2.6 Consequences of Violation

In case of violation of these Terms, misuse of the Service by the User, repeated false bookings, or offensive behavior towards the staff, the Company reserves the right to suspend, restrict or permanently terminate all access of the User to the Platform.

 3. User Information, Privacy and Confidentiality

 3.1 Information Collection

When availing ambulance services through the Company’s website, mobile application or call center, the Surokkha authority may collect certain personal and sensitive information from the user, which may include but is not limited to:

a) Patient’s full name, age, gender, ambulance dispatch time, patient’s medical condition;

b) Patient or user’s contact details such as phone number, email address and pickup/destination

    address;

c) Relatives or guardians’ information in case of emergency contact;

d) User’s payment information in case of online transactions;

e) Device details, IP address and location information (if GPS-based ambulance tracking is enabled).

3.2 Purpose of

using patients or user information

a) The information collected from the patient or user will be used by the Company

    strictly for the following purposes:

b) To ensure the ambulance service booking process;

c) To dispatch the nearest available ambulance and track the patient’s location in real time;

d) To notify the user about recent updates, delays or cancellations;

e) To provide important patient details to paramedics for medical preparation before the ambulance

    arrives at the patient's destination; For internal audits, quality checks and overall service

    improvement.

3.3 Data Privacy

a) The Company will treat all personal information provided by the user with the utmost confidentiality and will

    only share it with authorized company personnel or emergency medical personnel involved in providing the

    service.

b) Unless required by law or government directives, the Surokkha Company will not disclose any

    patient information to any unauthorized third party.

c) The patient or patient's medical details will never be used for marketing or commercial exploitation

    without the patient's consent.

3.4 User Responsibilities and Duties

a) In the case of any ambulance and/or any service received by the user from SUrokkha Company, it

    is the user's sole responsibility to ensure that the information provided at the time of booking is

    accurate.

b) Surokkha Company shall in no way be liable for any delay, miscommunication or failure to provide

    services due to incorrect, outdated or incomplete information provided by the User while availing

    the ambulance service provided by Surokkha.

c) The User hereby agrees that provision of false status information (e.g. for expedited service) may

    result in suspension of their services.

3.5 Consent to Communication

a) By availing any service from Surokkha Company, the User agrees to receive booking

    confirmations, emergency notifications and response requests via SMS, email or phone call.

b) Some calls between the User and the Company’s support staff during the course of availing the

    service may be recorded strictly for quality control, monitoring, dispute resolution and training

    purposes.

3.6 Data Retention

a) Surokkha may retain the personal information of the patient or the User, booking information and

    other patient data for a period of at least 90 (ninety) days or longer as required by applicable law.

b) After the specified period, all personal data, except for information required for legal, regulatory, or

    medical records, will be either anonymized or securely destroyed.

3.7 Data Breach and Liability

a) While the Company adopts world-class Surokkha measures to protect the data of all Company

    Platform users, the Company shall not be liable for any unauthorized access, hacking, or data

    leakage caused by a breach by a third party in any event beyond the Company’s reasonable

    control.

b) In the event of a suspected or confirmed data breach, 

c) users will be notified in accordance with applicable law.

4. Service Booking, Payment and Cancellation Policy

4.1 Booking Process

a) Users can book ambulance services through the Company’s website, mobile application, 24/7 call

    center, or authorized partners.

b) At the time of booking an ambulance, users are required to provide accurate and up-to-date

    information such as patient pickup address, patient condition, hospital destination, and contact

    information.

c) The booking will be considered confirmed only after receiving confirmation SMS, phone call, email,

    or in-app notification from the Company after booking the specific service.

d) The Company reserves the right to refuse any booking of a service if:

e) The location of the patient for the service falls outside the Company's operational area,

 f) If the service request is deemed illegal, fraudulent, or dangerous to the safety of the personnel,

g) The Company may cancel the specific service due to the lack of ambulances at the moment, high

    demand from the patient, force majeure or operational constraints.

4.2 Service Charges and Payment

a) All ambulance services are chargeable according to our prevailing tariff structure, which may

    change from time to time based on the following information:

b) Type of ambulance (Basic Life Support, Advanced Life Support, ICU Ambulance, Neonatal

    Ambulance, etc.);

Travel distance and waiting time;

a) Additional facilities requested by the user (specialist doctor, oxygen, ventilator, paramedic

    assistance, etc.);

b) During busy periods, natural disasters or special circumstances, an emergency surcharge may be

    added upon negotiation.

Payment can be made:

a) In cash to the company's driver, helper, doctor or paramedics upon completion of the service;

b) Online payment gateway (debit/credit card, mobile financial services, bank transfer);

c) Pre-approved corporate agreement with a company (if applicable).

d) Service invoice will be provided to the user electronically or in printed form.

4.3 Advance payment and deposit

a) In case of certain specialized ambulance services such as ICU/CCU/NICU/ALS/ACLS/AIR

    Ambulance services or in case of long-distance patient pickup points or long-distance transfers,

    users may be required to pay or deposit some advance payment to the company at the time of

    booking.

b) Failure to complete the advance payment (in case of a specialized ambulance) within the stipulated

    time frame at the time of service receipt may result in automatic cancellation of the booking.

4.4 Cancellation by the User

The User must cancel the ambulance booking by contacting the call center or through the same channel used for booking.

Cancellation charges may apply:

In the event of cancellation related to ambulance dispatch and the ambulance does not reach the patient or user’s location within 1 km after the user contacts the call center or after booking;

a) The distance already travelled by the ambulance at the time of cancellation;

    Special facilities (e.g. doctors, paramedics, oxygen, ventilators).

b) The advance payment (if paid) will be refunded within the next 7-10 working days (if applicable)

    minus applicable cancellation charges.

4.5 Cancellation of Service by the Surokkha Company

 The Surokkha Company may cancel a confirmed service booking, based on the following statement:

 a) When the ambulance is unavailable due to unforeseen circumstances or technical reasons;

 b) When a major incident such as a flood, strike, riot, road closure, or natural disaster is ongoing;

 c) Because of safety risks to the ambulance driver, helper, paramedics, and vehicles;

 d) When the information provided by the User for the service is found to be fraudulent or false.

In this type of circumstance, Company will be informed immediately to the User and any advance payment will be refunded in full by the Company within a short time.

4.6 No-Show Policy

If the ambulance dispatched by the Company reaches the patient's pickup location and the User or the patient is not at the designated location, or refuses to accept the service without prior cancellation, it will be considered a no-show.

In case of no-show:

a) The patient or user will be charged the minimum basic fare of the ambulance service or the

    applicable cancellation charge.

b) Repeated no-shows may result in the patient or user's

c) account being suspended by the company at any time or denied any future service.

4.7 Delays and Service Limitations

a) Always Company strives to ensure that the ambulance arrives on time, delays may occur due to

    traffic, weather or circumstances beyond the Company’s control.

b) The Surokkha Company will not be responsible for such delays, but will make every effort to keep

    the User informed in real time.

5.1 General Responsibilities

a) Users must provide accurate, complete and up-to-date information at the time of booking the

    Service.

b) The patient or users must confirm the patient’s details such as condition, special medical needs

    and hospital destination.

c) The patient or users must ensure that the ambulance personnel or call center are contacted in a

    timely manner to coordinate the service delivery.

d) The patient or user shall ensure safe and accessible pickup points and drop-off locations.

5.2 Conduct towards personnel and property

a) The patient or users shall treat ambulance doctors, paramedics, drivers and any other service

    personnel with courtesy and respect

b) Any physical or verbal abuse, harassment, or mistreatment of staff will result in immediate

    termination of service and possible legal action will be taken by the company.

c) Users may not damage, misuse, or interfere with any of ambulance equipment like; medical

    devices, or vehicle infrastructure. Any damage caused by the user's negligence or misconduct may

    be charged to the patient or user by the company.