Last updated: 15 June 2026
These Terms and Conditions (“Terms”) govern your access to and use of the website https://keyhealthassist.com/ and the services provided by Key Health Assist (“Key Health Assist”, “we”, “us” or “our”). By using our website or engaging our services, you agree to these Terms. If you do not agree, please do not use our website or services.
Medical emergency notice: Key Health Assist provides coordination services and does not replace emergency medical care. If you or someone else is facing a life-threatening emergency, please first contact your local emergency services or nearest hospital. You may then call our 24/7 coordination line at +977 01 5909 101.
1. Nature of our services
Key Health Assist is a healthcare coordination and medical assistance service. We act as a neutral coordinator and facilitator, connecting patients and families with hospitals, specialists, ambulance and air ambulance providers, insurers, third-party administrators (TPAs), visa and travel providers, and other service partners.
We do not provide medical treatment, diagnosis or clinical care ourselves. We do not operate hospitals and we do not practise medicine. All medical decisions, diagnoses, treatments and procedures are made and carried out by independent, licensed healthcare providers. Engaging our coordination services does not create a doctor–patient relationship between you and Key Health Assist.
2. Eligibility and accurate information
You confirm that you have the legal capacity and authority to use our services, including where you act on behalf of a patient as a family member, guardian or authorised representative. You agree to provide accurate, complete and up-to-date information about the patient’s condition, identity, insurance and travel documents. We rely on the information you provide, and we are not responsible for outcomes resulting from inaccurate, incomplete or outdated information.
3. Coordination, not guarantee of outcomes
We use reasonable efforts to coordinate timely and appropriate care through our partner network. However, we do not guarantee the availability of any specific hospital, doctor, bed, ambulance, helicopter, appointment or treatment, nor do we guarantee any particular medical outcome, recovery, response time or result. Availability depends on factors outside our control, including weather, traffic, hospital capacity, regulatory clearances and the decisions of third-party providers.
4. Third-party providers
Hospitals, doctors, clinics, ambulance and air ambulance operators, insurers, TPAs, visa agents, airlines, accommodation providers and other partners are independent third parties. While we coordinate with them on your behalf, we are not responsible or liable for their acts, omissions, negligence, quality of care, pricing, decisions or conduct. Any treatment or service you receive from a third party is subject to that party’s own terms, consents and policies.
5. Cost estimates and payments
- Any cost ranges or estimates shown on our website or shared during coordination are indicative only. They are not binding quotes and may vary based on the patient’s actual condition, procedure, hospital, length of stay and other factors.
- A final written estimate will be shared before any commitment wherever practicable.
- Fees payable to hospitals, doctors and other providers are set by those providers and are separate from any coordination fees payable to Key Health Assist.
- You are responsible for paying for the services you authorise. Payment terms for our coordination services will be communicated to you and must be honoured.
6. Insurance and TPA coordination
Where we assist with insurance, cashless coordination, pre-authorisation or reimbursement, we act as a facilitator between you and your insurer or TPA. We do not guarantee that any claim, pre-authorisation or cashless request will be approved, nor the amount or timing of any approval or payment. Coverage decisions rest solely with your insurer or TPA in accordance with your policy terms.
7. Consent and authorisation
By engaging our services, you authorise us to share relevant information with the hospitals, providers, insurers and partners necessary to coordinate your care, as described in our Privacy Policy. Where you act on behalf of a patient, you confirm that you have the authority and consent to do so.
8. Use of our website
You agree to use our website lawfully and not to:
- Submit false, misleading or fraudulent information.
- Interfere with or disrupt the website’s operation or security.
- Attempt to gain unauthorised access to our systems or data.
- Use the website or its content for any unlawful or unauthorised purpose.
9. Intellectual property
All content on this website, including text, graphics, logos, images and design, is the property of Key Health Assist or its licensors and is protected by applicable intellectual property laws. You may not copy, reproduce, distribute or use our content without our prior written permission, except for your own personal, non-commercial reference.
10. Disclaimer of warranties
Our website and services are provided “as is” and “as available”. To the maximum extent permitted by law, we disclaim all warranties, express or implied, including warranties of merchantability, fitness for a particular purpose and non-infringement. Information on our website, including in our health library or articles, is for general information only and does not constitute medical advice. Always consult a qualified healthcare professional before making medical decisions.
11. Limitation of liability
To the maximum extent permitted by law, Key Health Assist, its owners, employees and representatives shall not be liable for any indirect, incidental, special, consequential or punitive damages, or for any loss or harm arising from the acts, omissions or services of third-party providers, the unavailability of services, delays, or your reliance on information provided. Our total liability for any claim arising from our coordination services shall not exceed the amount of coordination fees you paid to us for the specific service giving rise to the claim.
12. Indemnification
You agree to indemnify and hold harmless Key Health Assist and its representatives from any claims, losses, liabilities and expenses arising out of your breach of these Terms, your provision of inaccurate information, or your misuse of our website or services.
13. Changes to these Terms
We may update these Terms from time to time. The latest version will always be posted on this page with a revised “Last updated” date. Your continued use of our website or services after changes are posted constitutes acceptance of the updated Terms.
14. Governing law
These Terms are governed by the laws of Nepal. Any dispute arising out of or in connection with these Terms or our services shall be subject to the jurisdiction of the competent courts of Kathmandu, Nepal, unless otherwise required by applicable law.
15. Contact us
If you have any questions about these Terms, please contact us:
- Email: info@keyhealthassist.com
- Phone: +977 01 5909 101 (General, 24/7)
- Address: Key Health Assist, Mid Baneshwor, Kathmandu, Nepal