Equipment Breakdown & Replacement Policy

Last updated: March 2026

Our Commitment

All equipment is tested and sanitised before delivery. If a malfunction occurs during your rental, we take full responsibility for resolution at no extra charge to you.

Response SLA

Stage	Commitment
Acknowledgement	Within 1 hour of your report during business hours (9:00 AM – 9:00 PM, all days).
Resolution	Within 4 hours of acknowledgement during business hours.
After hours (9 PM – 9 AM)	Critical emergencies (oxygen concentrator or ventilator failure) will receive the best available response. Non-critical issues are resolved the following morning.

How We Resolve Issues

Our team first attempts remote resolution via WhatsApp or video call. If the issue cannot be resolved remotely, a service visit is arranged. If the equipment cannot be repaired on-site, a replacement unit is dispatched.

Critical Equipment — Special Protocol

For oxygen concentrators and ventilators, we maintain relationships with multiple vendor partners across NCR to ensure replacement availability. If an immediate same-model replacement is not available, we will arrange an oxygen cylinder as a bridge while the replacement unit is in transit.

Recommendation: If your patient is in a critical or ventilator-dependent state, we strongly advise maintaining a cylinder oxygen backup at home at all times. Our team will advise on appropriate cylinder sizing at the time of delivery.

What This Policy Does Not Cover

Damage caused by mishandling, dropping, or use contrary to the product demonstration given at delivery.
Damage from power surges- use of a voltage stabiliser is recommended in areas with unstable power.
Issues caused by unauthorised repair or modification attempts.

Where a breakdown is determined to have resulted from customer mishandling, repair or replacement costs may be deducted from the security deposit at the end of the rental. You will be informed and given the opportunity to respond before any deduction is applied.

The Sanjeevia Equipment Handover Card signed by you at delivery sets out the specific damage risks and liability terms for your equipment. This card, together with delivery and pickup photographs, is the reference document for any customer-liability determination.

How to Report a Breakdown

Message us on WhatsApp with your Order ID and a brief description of the issue. For critical equipment, call us directly at +91 8287010612. Our team responds within 1 hour during business hours.