Shipping and Delivery Policy

Effective Date: August 20, 2025

Last Updated: August 20, 2025

1. Overview

This Shipping and Delivery Policy outlines the delivery of services and digital content for GoaPhysiotherapy.com, operated by SPARK+ Technologies. As a healthcare service platform, our primary focus is service delivery rather than physical product shipping.

2. Service Delivery

2.1 Appointment Confirmation and Delivery

2.1.1 Booking Confirmation

  • Immediate Delivery: Digital confirmation sent via SMS and email within 2 minutes of successful payment
  • Content Included: Appointment details, physiotherapist information, location, date, time, and preparation instructions
  • Backup Access: Confirmation details available in user account dashboard 24/7

2.1.2 Appointment Reminders

  • 24 Hours Before: SMS and email reminder with complete appointment details and physiotherapist contact information
  • 2 Hours Before: Final SMS reminder with location details and any last-minute instructions
  • 30 Minutes Before: Optional push notification for mobile app users

2.2 In-Clinic Service Delivery

  • Location: Services delivered at our partner physiotherapy clinics across Goa
  • Timing: Punctual service delivery as per scheduled appointment time
  • Duration: Standard sessions typically range from 30-60 minutes
  • Materials: All necessary equipment and materials provided at clinic location
  • Check-in: Arrive 10 minutes early for registration and preparation

2.3 Home Visit Service Delivery

  • Coverage Area: All major areas across Goa including North Goa, South Goa, and Central Goa regions
  • Travel Time: Physiotherapist will arrive within the scheduled appointment window
  • Equipment: Portable physiotherapy equipment and materials brought by the therapist
  • Setup Time: 5-10 minutes setup time is included within the session duration
  • Service Quality: Same professional standards as in-clinic appointments

3. Digital Content Delivery

3.1 Exercise Programs and Treatment Plans

  • Delivery Method: Instant download via secure patient portal
  • Format: PDF documents with detailed exercise instructions, images, and video links
  • Access: Available 24/7 through user account dashboard
  • Updates: Real-time updates provided as treatment progresses
  • Mobile Access: Compatible with all mobile devices and tablets

3.2 Appointment Reports and Documentation

  • Session Reports: Available within 24 hours of completed appointment
  • Progress Reports: Generated after multiple sessions or as requested
  • Delivery Method: Secure download link sent via email
  • Storage: Permanently stored in patient account for future reference
  • Format: Professional PDF format with clinic letterhead

3.3 Communication and Follow-up

  • Post-Session Instructions: Delivered immediately after appointment via email
  • Exercise Videos: Access links provided within 2-4 hours of session
  • Recommendations: Personalized recommendations sent within 24 hours
  • Follow-up Scheduling: Available through multiple channels

4. Service Areas and Coverage

4.1 Goa Service Coverage

Primary Service Areas

  • North Goa: Panaji, Mapusa, Anjuna, Arambol, Calangute, Candolim, Baga
  • Central Goa: Ponda, Old Goa, Bicholim
  • South Goa: Margao, Vasco da Gama, Colva, Benaulim, Palolem

Extended Service Areas

  • Remote coastal areas (subject to availability)
  • Interior villages and towns (may require advance booking)
  • Tourist accommodation areas and resorts

4.2 Service Delivery Timing

  • Regular Hours: 8:00 AM to 8:00 PM, Monday to Saturday
  • Extended Hours: Available upon request with advance booking
  • Sunday Service: Limited availability, contact for confirmation
  • Holiday Service: Modified schedules during festivals and public holidays

5. Delivery Process and Tracking

5.1 Service Appointment Process

  1. Booking Confirmation: Immediate digital confirmation upon payment
  2. Physiotherapist Assignment: Within 2-4 hours of booking confirmation
  3. Pre-Appointment Contact: 24-48 hours before appointment for confirmation
  4. Service Delivery: Professional, on-time service delivery
  5. Post-Service Follow-up: Feedback collection and next steps communication

5.2 Quality Assurance

  • Professional Standards: All services delivered by licensed physiotherapists
  • Punctuality: 95%+ on-time service delivery rate
  • Equipment Quality: Modern, well-maintained physiotherapy equipment
  • Hygiene Standards: Strict hygiene and sanitization protocols
  • Customer Satisfaction: Regular feedback collection and service improvement

6. Service Delivery Issues and Resolution

6.1 Common Service Issues

  • Late Arrival: Physiotherapist arrives more than 15 minutes late
  • Missed Appointment: Physiotherapist fails to arrive for scheduled appointment
  • Equipment Issues: Faulty or missing equipment during service delivery
  • Quality Concerns: Service delivery not meeting expected standards

6.2 Resolution Process

  1. Immediate Reporting: Contact customer support immediately during or after service
  2. Quick Response: Our team responds within 30 minutes for urgent issues
  3. Investigation: Thorough investigation completed within 2-4 hours
  4. Resolution: Appropriate solution provided within 6-24 hours
  5. Follow-up: Continued monitoring to ensure issue resolution

6.3 Compensation Policy

  • Late Arrival: Partial refund or discount on next appointment
  • Missed Appointment: Full refund plus complimentary rescheduling
  • Quality Issues: Free additional session or partial refund
  • Equipment Problems: Immediate replacement session at no charge

7. Communication Channels

7.1 Real-Time Updates

  • SMS Notifications: Instant updates for appointment confirmations, reminders, and changes
  • Email Communications: Detailed information and documentation delivery
  • Phone Support: Direct communication with customer support team
  • Mobile App: Push notifications and in-app messaging (where applicable)

7.2 Customer Support Availability

  • Phone Support: Available during business hours for immediate assistance
  • Email Support: 24/7 email support with response within 2-4 hours
  • WhatsApp Support: Quick messaging support during business hours
  • Emergency Contact: Special contact for urgent service-related issues

8. Special Circumstances

8.1 Weather-Related Service Delivery

  • Monsoon Season: Service delivery may be affected during heavy rainfall
  • Severe Weather: Service suspension during cyclone warnings or extreme weather
  • Alternative Arrangements: Rescheduling or teleconsultation options provided
  • Safety Priority: Patient and physiotherapist safety is our top priority

8.2 COVID-19 and Health Safety Protocols

  • Enhanced Safety: Strict COVID-19 safety protocols for all service delivery
  • Health Screening: Regular health screening of all physiotherapists
  • Sanitization: Enhanced cleaning and sanitization of equipment
  • Contactless Options: Minimal contact service delivery where possible

8.3 Public Holidays and Festival Periods

  • Modified Schedules: Adjusted service delivery schedules during festivals
  • Advance Notice: Holiday schedules communicated well in advance
  • Emergency Services: Limited emergency physiotherapy services available
  • Planning: Advance booking recommended during peak festival periods

9. Technology and Platform

9.1 Digital Platform Features

  • User Dashboard: Comprehensive appointment and service tracking
  • Mobile Compatibility: Full mobile and tablet compatibility
  • Secure Access: Password-protected accounts with secure login
  • Document Storage: Secure storage of all service-related documents

9.2 Technical Support

  • Platform Issues: Technical support available for website/app issues
  • Access Problems: Immediate assistance for login or access problems
  • Document Retrieval: Support for downloading and accessing service documents
  • System Updates: Regular platform updates and maintenance notifications

10. Feedback and Improvement

10.1 Service Quality Monitoring

  • Regular Surveys: Post-service feedback collection from all patients
  • Quality Metrics: Continuous monitoring of service delivery quality
  • Performance Reviews: Regular review of physiotherapist performance
  • Service Enhancement: Ongoing improvements based on feedback

10.2 Complaint Resolution

  • Formal Complaints: Structured process for handling service complaints
  • Escalation Path: Clear escalation process for unresolved issues
  • Resolution Timeline: Committed timelines for complaint resolution
  • Follow-up: Systematic follow-up to ensure satisfaction

11. Contact Information

For service delivery questions, issues, or support:

SPARK+ Technologies
Email: hello@sparkplustech.com
Address: St. Anthony’s Hospital, JQ22+57C Petrol Pump, Zorin, near Anjuna, Anjuna, Vagator, Goa 403509
Website: GoaPhysiotherapy.com

Customer Support Hours:
Monday – Saturday: 9:00 AM – 8:00 PM
Sunday: 10:00 AM – 6:00 PM
Emergency Support: Available for urgent service issues

Service Delivery Support:
Email: hello@sparkplustech.com
Response Time: Within 30 minutes for urgent issues

Note: This policy is subject to change based on operational requirements and regulatory compliance. Updated versions will be communicated to all users through email and platform notifications.