Terms for
case submission.

1. What these terms cover

By submitting a case through our complaint submission form or by any other channel, you confirm that you have read, understood and agree to these terms and to our Privacy Policy.

2. About us, and what we are not

Samadhan Sarathi is a private consultancy with experience in insurance grievances and allied matters. Our case-handling service operates under the name Bima Samadhan.

We are not connected to, sponsored by, endorsed by or supported by any Government authority, ministry, regulator or ombudsman, whether directly or indirectly.

We are not an insurance company and we do not sell insurance.

We are not a law firm and we are not advocates. We do not provide legal advice or legal representation. We prepare and submit grievance documents on your behalf and assist you in pursuing them.

3. No fee for submitting or reviewing a case

Our case-handling service operates on a success-fee model. A fee becomes payable only on successful resolution of the case, and the amount and terms are agreed in writing in the Service Agreement before any work begins.

This is separate from DraftKit, our document service, which is paid for at the time of purchase. DraftKit is governed by its own Payment and Refund Policy.

4. What you send us

We collect only the case details needed to carry out a preliminary assessment — typically the nature of the matter, your contact details, a brief description, and any documents you choose to provide.

Uploading documents is entirely optional and at your discretion.

You confirm that the information you give us is accurate, complete and provided in good faith, and that you are entitled to share any documents you send. We rely on what you tell us when deciding whether we can help.

5. Confidentiality during review

Documents and case details you send us while your case is being reviewed are treated as confidential. We use them only to assess whether we can help you.

We do not disclose them to any third party during this stage, except where the law requires it.

If we do not accept your case, or if you ask us not to proceed, you may ask us to delete what you sent and we will do so, subject to anything we are required by law to retain. How we handle your information generally is set out in our Privacy Policy.

6. Contact and appointments

After you submit a case we will make reasonable efforts to contact you at or near any preferred time you have indicated, subject to availability.

We cannot guarantee contact at an exact time. If we are unable to reach you as planned, we will try to let you know and arrange another time.

7. We may decline a case

Submitting a case does not create any agreement to provide services, and does not guarantee that we will take your case on.

Whether we accept a case depends on the merits, the documents available, applicable time limits, and our own case acceptance criteria. The decision is at our discretion.

We will tell you either way. If a matter has no formal route left, we will say so plainly rather than take it on.

8. If we accept your case

Where we accept a case, we will enter into a written Service Agreement with you. That agreement sets out the scope of work, the responsibilities of both sides, and the success fee and the terms on which it becomes payable.

The Service Agreement becomes binding once signed by both parties, and from that point governs the engagement in place of these terms.

You will be given the current version of the agreement to review before you sign it.

9. Limits on our responsibility

This section is important. Please read it.

1. What this section covers. It governs our responsibility in respect of submitting a case and having it reviewed — the stage these terms deal with. Submission and review are free of charge. Once we accept your case and a written Service Agreement is signed, that agreement governs our responsibility for the case, and this section does not apply to it.

2. No outcome is guaranteed. We do not guarantee any particular outcome, and no one can. Nothing said to you before a Service Agreement is signed — in an assessment, a call, an email or a message — is a promise that a claim will be paid, a complaint upheld, or a matter resolved within any period, and it is not to be relied on as one.

3. Time limits remain yours until we take the case on. Grievance and forum procedures run to their own deadlines, measured from dates in your own papers. Until a Service Agreement is signed we have not taken carriage of your matter, and responsibility for meeting any time limit remains with you. A free assessment is an opinion on the material you sent us, at the time you sent it. It is not a diary, a reminder service, or an undertaking to act.

4. Losses we are not responsible for. To the fullest extent permitted by law, we are not responsible, whether in contract, tort (including negligence), under statute or otherwise, for:

• indirect, incidental, special, consequential, exemplary or punitive loss of any kind;
• loss of profit, revenue, business, goodwill, reputation, anticipated savings or opportunity;
• the amount of any claim, benefit or sum that was refused, deducted, delayed or left unpaid by any company, and any interest or compensation on it;
• a right, remedy, deadline or limitation period that was missed, expired or prejudiced before a Service Agreement was signed;
• any decision we take to decline a case, or the time taken to reach it;
• a delay in contacting you, a rescheduled appointment, or a message that failed to reach either of us; or
• anything done or not done by you, by another adviser, or by any person not authorised to act for us.

5. Overall cap. Our total aggregate liability in respect of all claims arising out of or in connection with the submission and review of a case, however arising and whether under one claim or several, shall not exceed ₹10,000 (rupees ten thousand) or the total amount (if any) you have actually paid us at that stage, whichever is the lower. Submission and review are provided free of charge, and that fact has been taken into account in setting this limit.

6. Information you give us. We assess what you send us and are entitled to rely on it. We are not responsible for any loss, delay, wrong assessment or other consequence arising from information or documents that are incomplete, inaccurate, out of date, withheld or misrepresented, or from any misrepresentation as to your identity, your authority, or your entitlement to the claim or to act for the person it concerns. A person who obtains an assessment, an acceptance or anything else from us by a false or misleading statement acquires no rights against us in respect of it.

7. Your responsibility to us. You agree to indemnify us against any loss, liability, claim, proceeding, penalty, cost or expense (including reasonable legal costs) we incur arising out of information or documents you gave us that were false, misleading or sent without the authority of the person they concern, or out of any misrepresentation as to your identity or authority. This survives your case being declined or withdrawn.

8. Severance within this section. If any exclusion or limit in this section is held to be unenforceable in whole or in part, it is to be treated as reduced to the minimum extent necessary to make it enforceable, and every other provision of this section continues to apply in full.

9. Fair allocation. The limits in this section reflect that submission and review are free, that an assessment is an opinion on material we did not gather, and that we have no control over the conduct of any company or forum. You accept that they are reasonable.

10. Changes to these terms

We may amend these terms. The current version is always published on this page and takes effect when posted.

Continuing to use the submission form after a change means you accept the revised terms. Any case already accepted under a signed Service Agreement is unaffected.

11. Governing law

These terms are governed by the laws of India.

Before commencing any proceedings, you agree to raise the matter with us in writing at care@samadhansarathi.in and to allow us thirty days to respond and attempt to resolve it.

Subject to that, the courts at Ludhiana, Punjab shall have jurisdiction over any dispute arising out of or in connection with these terms, and you submit to that jurisdiction.

12. Who we are

These terms are offered by:

Questions about these terms? Write to care@samadhansarathi.in before submitting your case.