Institution Home Care Provider Terms

These terms are between Xtramile Consultancy Services (Pvt) Ltd of Town Mosque Road, Akkaraipattu 02, 32400, Sri Lanka ("Niro", "we", "us") and the clinic, nursing bureau or hospital that switches on a Home care department in its Niro institution portal ("you", "the Institution").

You accept them when you switch the department on. Every person who uses your desk acts on your behalf under them.

Last updated: 2 September 2026

1. What the department is

Your Home care department lets families book personal and nursing care at home from you, through Niro. Families see your institution in the home care list alongside independent companions, with the services and hourly prices you set, the area you cover, and your insurance status. When a family books, the request comes to your desk; your desk accepts it and assigns one of your staff.

Niro is the platform. We introduce families to you, verify the people you may dispatch, hold the payment and keep the record. We are not a care agency, we do not provide care, and we do not supervise the visit. You are the provider of record for every visit booked through your department.

The Home care portal is free. Niro is paid by commission on each visit, as set out in section 6. If you also use the consultations desk, a Home care department counts as a hospital department for the price of the channelling plan.

2. Your staff

You may dispatch only people who are on your staff list, and you may add to it only people Niro has already verified — identity, a police or character certificate, and an NVQ certificate or Sri Lanka Nursing Council registration — at the caregiver or nurse level. You find them in the app by name, telephone number or registration number, send an invitation, and they accept it in their own app. A person may be on the staff of more than one institution.

You warrant that every person you dispatch is employed or contracted by you, that their registration is current, and that you have your own arrangement with them for pay, hours and conduct. Niro's Home Care Provider Agreement binds each of them individually as well.

Either you or the staff member may end the arrangement at any time in the app. Visits assigned to that person but not yet started return to your desk to reassign; the family's booking is not cancelled.

Your staff set their own availability — mornings, afternoons and nights for the coming two weeks — which your desk sees when assigning. A staff member whose police certificate or registration has expired cannot be assigned until the renewed document has been verified by Niro.

3. Insurance, and what families are told

You declare in the department settings whether your public liability and professional indemnity insurance covers care given by your staff in patients' homes, giving the insurer, policy number and expiry date. Families see your listing as Covered by [your institution] where you have declared this and we have verified the policy. Where you have not, your listing carries no coverage badge, and the booking step tells the family that no insurance policy is lodged with Niro; they must acknowledge, before booking, that any claim would be with you directly, and we record that acknowledgement on the booking.

The declaration must be true, and you must keep it current. We remind you before the policy expires; once it has expired your listing loses its coverage badge, and bookings again require the family's acknowledgement, until you enter the renewed policy. Niro's group public liability policy covers independent companions only. It does not cover your staff or your visits.

4. Dispatching a visit

• Accept or decline promptly. A request waits for your desk. Once accepted, the family is told that a nurse or caregiver will be assigned.
• Assign in time. The visit card tells the family who is coming — name, photo and level — as soon as you assign. If nobody is assigned twelve hours before the booked start, your desk is reminded. If the visit still has no carer at the booked start, the family is told and may cancel at no charge. If it is still unassigned 24 hours after the booked end it is cancelled as a no-show by you: nothing is charged, and it counts against your institution's record.
• Assign the right level. The app allows you to assign only a staff member whose level covers every service booked, and who has no other visit within 30 minutes of it.
• Reassign when you must, for example if the nurse falls ill; the family and both staff members are told.
• The visit runs as any other. Your staff member taps "On my way" with an arrival estimate, checks in with the patient's Niro QR code or the family's arrival code and their location, writes the visit note, and checks out. Extra hours are requested in the app and approved by the family. Incidents — a fall, an injury, damage, care refused — are reported from the visit; your desk is told at once, as is Niro. An emergency raised from the visit calls 1990 Suwa Seriya and tells the family, your desk and Niro.
• Time is kept for both sides. If your staff member has not set off 30 minutes after the booked start, or is more than an hour past the estimate they gave, the family is told and may cancel at no charge. A visit never checked into is cancelled as a no-show 24 hours after its booked end. A visit never checked out of is closed automatically at the same point and reviewed by Niro before anyone is paid.

Your desk sees each booking's details — who, where, when, what was asked for — in order to dispatch. The patient's record itself is opened only to the assigned staff member, and only for that visit.

5. Reliability

We keep a reliability record for your institution — on-time rate, lateness, unproven check-ins, no-shows and strikes, rolled up from your staff's visits — and for each staff member, which you can see for your own staff. We use it to decide who continues to be offered to families. Repeated no-shows, unassigned visits or late arrivals lead to your department being suspended or removed under section 8.

6. Payment

Families pay through Niro. When your desk accepts a booking we place a hold on the family's card for the visit amount, or charge it where a hold is not possible, and the money is kept only once the visit is complete. Extra hours approved by the family are added at the same rate.

Your payout account. Before you can be paid, enter your institution's bank account in the portal — bank, branch, account number and the name on the account, which must be the institution's — with a bank letter, statement header or cheque leaf showing that name. A person at Niro verifies it; payouts go only to a verified account, and any change is verified again before the next payout.

When you are paid. A completed visit becomes payable 48 hours after it ends, once the dispute window has closed. We pay by bank transfer once a week, on our payout schedule, for everything that has become payable, less our commission of 10% of the visit amount. Balances under LKR 1,000 are carried to the next week. Your portal shows every visit — gross, commission, net, and when it was or will be paid — and a monthly statement. You pay your own staff; Niro does not.

There is no payout for a visit that is voided, recorded as a no-show, or refunded in full. If a family cancels after your staff member has set off, or turns them away at the door, a call-out fee of 30% of the visit amount (minimum LKR 500, never more than the visit amount) may be charged to the family and is paid to you.

You must not ask a family to pay you or your staff directly, or arrange work with a family outside the app. Doing so removes the record, removes the family's protection and yours, and ends the department.

7. Privacy and conduct

Your staff are bound by the privacy and conduct rules of the Home Care Provider Agreement: no discussing the patient or household outside their care, no photographs or recordings, no money, gifts or involvement in the family's affairs, and nobody brought to a visit who was not assigned. You must not use booking details for anything other than dispatching and running the visit, and you must not contact a family about care outside the app.

8. Ending the department

You may switch the department off at any time. Visits already accepted must still be delivered or cancelled in the app so the family is told.

We may suspend or remove the department, without notice where the risk is immediate, if you dispatch someone who is not on your verified staff list or is above their level, if your insurance declaration is false, if visit records are falsified, if payment is taken off the platform, if your reliability record is persistently poor, or if we receive credible reports of unsafe or abusive conduct by your staff. Where we suspend you over an allegation, we will tell you what it concerns and give you an opportunity to respond, unless doing so would put someone at risk.

9. Complaints and disputes

A family or a staff member may report a problem in the app within 48 hours of a visit ending or being cancelled. On your visits you are the other side of the dispute. We look at the visit timeline, the check-in proof, incident reports, the messages and both accounts, and decide whether the charge stands, is reduced, is refunded, or whether a call-out fee applies. The decision is recorded on the visit and both sides are told.

We are not the arbiter of a clinical dispute or a claim for injury. Those go to your insurer, the family's, and where relevant to the Sri Lanka Nursing Council or the courts. Our role is the platform, the record, and the payment.

10. Law

These terms are governed by the laws of Sri Lanka.

Contact

privacy@niro.lk for anything about information and records. For anything else, use the help option in the portal.