Terms of Service

01About These Terms

These Terms of Service ("Terms") apply when you use the Chhaya website at chhaya.life and our mobile application Chhaya — Everyday Life Cover (together, the "Platform"), and whenever you buy or use any product or service offered through it, including through a Chhaya sales agent or a partner channel such as the bKash or Nagad app.

When you create an account, buy a plan, or tick the box that says you agree to these Terms, you agree to be bound by them. If you do not agree, please do not use the Platform.

These Terms work together with:

• Our [Privacy Policy](/our-policies), which explains how we handle your personal and health data.
• The plan-specific coverage table, exclusions and terms shown on each plan's page and at checkout. After you buy, they are kept, together with the Privacy Policy, on the Purchased Package details page in the app.
• For travel insurance, the Overseas Mediclaim Policy and schedule issued by the Insurer (see Section 11).

02Who We Are & Our Role

The Platform is operated by Chhaya Technologies Limited ("Chhaya", "we", "us", "our"), House 688 (4th Floor), Road 9, Avenue 6, Mirpur DOHS, Dhaka-1216, Bangladesh.

Chhaya is a digital insurance and healthcare platform and an Insurtech organisation registered with the Insurance Development and Regulatory Authority (IDRA), Bangladesh. We are not an insurance company. Every insurance product on the Platform is underwritten by a licensed insurer in Bangladesh (the "Insurer"). The Insurer for your product is named on the plan page and at checkout.

Chhaya does not issue a policy document for health plans. Your plan's coverage table, exclusions and terms on the Purchased Package details page are your record of cover. Travel insurance is the exception: its policy is provided as described in Section 11.

The Insurer bears the insurance risk and makes the final decision on underwriting and on every claim. Chhaya distributes the products, collects premiums for the Insurer, issues digital documents, and administers your account, claims and support.

Some products and benefits on the Platform are not insurance, namely the Chhaya Wellness Card, health discounts and the value-added services listed in Section 4. They are provided by Chhaya and its partners under these Terms.

03Eligibility & Your Account

• Age: our products are available from a young age: health plans from 5 years and travel insurance from 6 months. The account holder who buys a product and accepts these Terms must be at least 18. A person under 18 must be enrolled by a parent or legal guardian, who holds the account and accepts these Terms on their behalf.
• Residence: unless a plan states otherwise, our products are for people living in Bangladesh.
• One person, one account: your account is tied to your mobile number and verified by one-time code (OTP). Do not create accounts for other people without their permission.
• Keeping it secure: keep your password and one-time codes private. Chhaya staff will never ask for your OTP or password. You are responsible for activity on your account until you tell us it has been compromised.
• Product eligibility: each product has its own age limits, number of covered persons and other rules, shown on the plan page. For example, most health plans cover people aged 5 to 65, and travel insurance covers travellers aged 6 months to 79 years. A plan's own rules apply on top of this section.

04Our Products & Services

The products currently available on the Platform are:

• Health plans: micro health insurance which, depending on the plan, may include hospital cash coverage, outpatient (OPD) coverage, life coverage, permanent total and partial disability coverage due to accident, and critical illness coverage. Plans are offered for one person or for a family, and are paid either through a recurring subscription (daily, weekly, monthly or yearly) or as a one-time payment for a fixed term.
• Travel insurance: the Overseas Mediclaim Policy (OMP) for business and holiday trips that start from Bangladesh, including emergency medical evacuation and repatriation (see Section 11).
• Chhaya Wellness Card: a discount membership card that is not insurance (see Section 12).
• Doctor consultation: video or audio consultations with registered doctors, included in eligible plans (see Section 13).
• Health discounts: discounts at partner hospitals, diagnostic centres, pharmacies and ambulance services (see Section 14).
• Enterprise solutions: group cover and bulk Wellness Cards for organisations (see Section 15).

Value-added services

Depending on your plan, you may also get services such as health tips, e-prescriptions, health records, doctor appointment booking with partner physicians, mental health consultation, doorstep medicine delivery, diagnostic sample collection, international medical second opinion and medical tourism services provided in collaboration with our partners. These services:

• are not insurance and cannot be claimed for;
• are provided by Chhaya or independent partners, who are responsible for them;
• may be paid for separately where the plan says so, for example in-app purchases of medicine or sample collection, or second opinion "on demand, additional charges apply".

Products not on sale

Products shown as "Coming Soon", including motor insurance, cannot be bought now. A sign-up for a launch notification is not an insurance contract and gives you no cover. A motor policy bought earlier continues on the terms it was issued under until it ends.

We may add, change or withdraw products. A change does not affect a plan that is already active, which continues on the terms it was issued under until it ends.

05Information You Give Us

Your cover depends on the information you give us. You confirm that everything you provide, for yourself, your nominee, family members and travellers, is true, complete and up to date.

• Identity verification: we, or the Insurer, may ask for your national ID, birth certificate, passport or other documents to verify your identity, as required by law.
• Other people's information: when you give us details about a nominee, family member or traveller, you confirm that you have their permission to do so and to have their information processed as described in our Privacy Policy.
• Nominee: the nominee you name receives benefits payable on death, as set out in your plan's terms. Keep your nominee details current.
• Health declaration: where a plan requires you to be in good health when you enrol, enrolling means you confirm that you are.
• Mistakes and false information: wrong, incomplete or misleading information may lead to a claim being reduced or declined, or a plan being cancelled, as allowed by the plan's terms and by law. Deliberately false information may be reported to the relevant authorities.

To correct customer or nominee details on an active plan, please contact us. Changes are recorded.

06Prices & Payment

• Price shown: the price at checkout is the total you pay, including the premium, any service charge and applicable VAT or taxes, unless stated otherwise. Prices are in Bangladeshi Taka (BDT) unless the plan states another currency.
• Payment methods: depending on the product, you can pay through bKash, Nagad or ShurjoPay (which accepts debit and credit cards and other methods). Recurring subscriptions are currently collected through bKash. Payments are processed by the payment provider under its own terms. Chhaya does not see or store your full card number or your wallet PIN.
• Partner channels: if you buy through a partner app or site, such as the bKash or Nagad app, that partner's own terms also apply to the payment.
• When payment counts: a product is bought only once the payment provider confirms payment to us. Cover does not start, and no plan is activated, until then.
• Payment links: a payment link sent by Chhaya or an authorised Chhaya agent is personal to you and expires. Do not share it. Chhaya agents will never ask you to pay into a personal account.
• Failed or duplicate payments: if your account was charged but the purchase did not complete, or you were charged twice, contact us with the transaction ID. After verifying, we will either complete the purchase or refund the amount through the original payment method. The payment provider's own terms also apply to failed, reversed and duplicate payments, including how long a refund takes to reach you.

07Subscriptions, Renewal & Eligibility

Many health plans are sold as recurring subscriptions with a daily, weekly, monthly or yearly payment.

Recurring plans

• Term: the term of a subscription varies by package and is shown on the plan page. Unless you cancel, it renews automatically at your plan's payment frequency.
• Authorisation: when you choose a recurring plan, you authorise Chhaya, through your payment provider, to collect the plan price on each payment date until you cancel. bKash recurring payments run through a bKash subscription that you approve in the bKash app.
• Keep your balance ready: make sure your wallet has enough balance on each payment date. The app shows your next payment date.
• Price changes: if the price of your recurring plan changes, we will tell you before the change applies to your next payment. You can cancel before then.

One-time plans

A plan bought with a one-time payment covers the stated period (for example 6 months or 1 year) and does not renew automatically. To continue cover, buy the plan again before it expires.

Recurring plans: your payments decide your Cash Coverage eligibility

For recurring plans, your eligibility for Cash Coverages (see Section 8) in a calendar month depends on the payments you made in the previous calendar month:

"Pro rata" means you can claim a share of the Cash Coverage in proportion to the payments you made in the previous month. Claims for events in a month for which you are not eligible are not covered.

Unpaid subscriptions

• If a payment fails, your plan becomes dormant: it stays on your account but gives no coverage until your next successful payment. Events that happen while the plan is dormant are not covered.
• Suspension: if subscription fees are not paid for 3 (three) consecutive months, all services on the plan are temporarily suspended. When payments resume, the waiting period for Cash Coverages starts again.

08Coverage, Waiting Periods & Exclusions

Your cover is exactly what is described in the coverage table, exclusions and terms on the plan page, and nothing more. Please read them before buying. After you buy, they stay available on the Purchased Package details page in the app. We do not provide a physical policy document for health plans.

In these Terms, "Cash Coverages" means the insurance benefits that pay money, such as hospital cash, outpatient, life, disability and critical illness coverage. Other benefits, such as doctor consultation, discounts and value-added services, are not Cash Coverages.

When cover starts and waiting periods

Cover starts once your first payment is confirmed. Benefits that are not Cash Coverages can be used immediately after activation. Some Cash Coverages have a waiting period, counted from your enrolment date, before you can claim them. Typical waiting periods are:

Some plans use a shorter waiting period (for example 7 or 15 days) or apply one to life coverage. The waiting periods on your plan page and Purchased Package details page are the ones that apply to you. The app shows the date from which each coverage can be claimed.

How the main benefits work

• Hospital cash coverage: requires at least one night (24 hours) in hospital, on the recommendation of a doctor registered with the Bangladesh Medical & Dental Council (BMDC). It pays the fixed amount per night shown in your plan, up to 5 nights in a row for a single stay, unless your plan states otherwise.
• Outpatient (OPD) coverage: unless your plan states otherwise, up to 30% of the coverage amount is for doctor consultations (maximum Tk 300 per general physician visit and Tk 1,000 per specialist visit), up to 35% for medicines and up to 35% for diagnostic tests, each based on a prescription. Routine consultations, medicines and tests are not covered.
• Life coverage: on many plans, life coverage applies to accidental death only. Your plan page says whether natural death is also covered.
• Disability coverage: permanent total disability means you can no longer work because of an injury. Permanent partial disability means you can still work, but not with your earlier skill and efficiency, and is paid as a percentage of the coverage amount according to the schedule in your plan.
• Critical illness coverage: covers only the conditions listed in your plan, which on most plans are 17 specified conditions, and only when first diagnosed after your cover starts.

Pre-existing conditions

Pre-existing conditions are not covered. A pre-existing condition is any illness, injury or condition that you had, had symptoms of, or were diagnosed with or treated for, before your cover started. If you cancel and later re-enrol, conditions diagnosed or treated during your earlier plan count as pre-existing under the new one.

Common exclusions

Each plan lists its own exclusions, which apply in full. Most health plans do not cover:

• pre-existing conditions and congenital conditions;
• maternity and childbirth, unless the plan covers it;
• family planning, infertility treatment and termination of pregnancy;
• minor surgery and daycare treatment;
• routine check-ups, eye and ear tests, glasses, hearing aids and dental treatment, unless needed after an accident;
• cosmetic or obesity treatment, unless reconstructive after an accident;
• mental, emotional or psychiatric disorders, alcoholism and drug addiction;
• HIV/AIDS and related illness;
• suicide, attempted suicide and self-inflicted injury;
• injury or death while breaking the law, or under the influence of drugs;
• competitions, races and hazardous sports such as paragliding, bungee jumping, parachuting and scuba diving;
• experimental or alternative treatment, such as acupuncture, herbal, ayurvedic or homoeopathic treatment;
• treatment or advice by anyone not registered with BMDC;
• rest cures, convalescence and slimming or beauty treatment.

Changing your plan

An active plan cannot be changed after purchase. If your needs change, you can buy an additional plan.

09Claims

• How to claim: log in to the Chhaya app or website, open your plan, and submit a claim with the documents listed for that coverage, such as the Chhaya claim form, your digital ID card, doctor's prescription, discharge summary, bills and diagnostic reports, or a death certificate and police report (FIR) for accidental death. You can track your claim's status in the app.
• Time limit: submit your claim within 90 (ninety) days of the treatment or incident, unless your plan's terms give a different period. Late claims may be declined.
• Eligibility: a claim can only be made for a covered person, for a covered benefit, for an event that happened while the plan was active, after any waiting period ended, and in a month for which you were eligible under Section 7.
• Prescriptions: hospital admissions, prescriptions and treatment must be by BMDC-registered doctors.
• Genuine documents: documents must be genuine, clear and legible, and relate to the person and event claimed for. We may ask for originals or extra information, or verify documents with the hospital or provider.
• Automated checks: when you submit a claim, our system checks it straight away against your plan's rules, for example whether you are within the plan's age limit, whether the plan was active and the premium paid for the eligible month, whether your plan includes the benefit you are claiming, whether the benefit limit has already been used, whether the same claim was already made, and whether it was submitted within 90 days. A claim that clearly fails one of these checks may be declined automatically, and you will be shown the reason.
• Claim review: every other claim is reviewed by our claims team or the Insurer's claims team. If you think a claim was declined automatically in error, contact us or raise a complaint (see Section 22) and a member of our team will review it.
• Decision: for insurance benefits, the Insurer makes the final decision on a claim, under the plan's terms. We will tell you the outcome and, if a claim is declined, the reason.
• Payment: approved claims are paid to you, or to your nominee where applicable, using the details you provide.
• Fraud: a fraudulent or exaggerated claim will be declined. The plan may be cancelled without refund, and the matter may be reported to the Insurer and the authorities.

Travel insurance claims follow the emergency assistance and claim process in your travel policy (see Section 11).

10Cancellation & Refunds

Health plans

• Cancelling: you can cancel a recurring subscription at any time from the plan's page in the app. Cancelling stops future payments.
• Effect: cancellation ends your cover immediately. Claims for events after cancellation are not covered.
• No refund: fees already paid are not refunded when you cancel, including any unused part of the current period.
• Open claims: you can cancel a plan while a claim on it is being processed, to stop future payments. A claim already submitted for an event before cancellation is still reviewed as normal.
• Other plans: where online cancellation is not available, for example some one-time plans, contact us to cancel.
• Re-enrolling: if you join again later, waiting periods start again, and the pre-existing condition rule in Section 8 applies.

Travel insurance

Any change to, or cancellation of, a travel policy must be requested before you leave Bangladesh. Once a travel policy has been issued, it cannot be cancelled or refunded except as set out in the policy document.

Chhaya Wellness Card

The Wellness Card fee is a one-time membership fee and is non-refundable once purchased. If your card arrives damaged or never arrives, contact us and we will replace it.

11Travel Insurance

Travel insurance on the Platform is the Overseas Mediclaim Policy (OMP), currently underwritten by Prime Islami Insurance PLC. The OMP policy and your Overseas Mediclaim Identification & Schedule form one contract and decide your cover. The main points are:

• Who can buy: Bangladeshi citizens aged 6 months to 79 years making a genuine business or holiday trip that does not involve manual work.
• Not general health insurance: the OMP covers only sudden and unexpected illness or accident while you are outside Bangladesh. It does not cover treatment in Bangladesh, except as the policy allows after an evacuation.
• Buy before you go: you must buy the policy before you leave Bangladesh. Cover cannot be bought once your trip has started and cannot be backdated.
• When cover runs: from the time you board your transport out of Bangladesh, for the number of days in your schedule, and it ends when you return to Bangladesh. A single trip cannot be longer than 180 days unless the Insurer specifically agrees.
• Limits and deductible: for Schengen countries the limit is EUR 30,000 for accident and illness, with no deductible. For other countries, the limit and the deductible (the amount you pay yourself for each claim) are shown in your schedule.
• Earliest start date: a policy is issued within one working day of payment, so the earliest trip start date you can choose is after that day. Weekends and public holidays can affect when a policy is issued.
• Documents: your digital policy is provided in the app, usually the same working day if you buy before 4:00 PM, and by the end of the next working day at the latest. The digital policy is your valid document for visas and travel. A printed copy is sent to you by courier separately and may arrive after you leave.
• KYC: you must upload a valid passport and any other documents requested. Travellers' names and passport details must exactly match their travel documents.
• Automatic extensions: cover extends without extra charge for up to 7 days if public transport is delayed beyond your control, and for up to 45 days if you are medically unable to return home at the end of your cover. Any other extension must be requested before the policy expires and may cost extra.
• Emergencies abroad: in a serious illness or injury, you or your representative must contact the Emergency Assistance Provider immediately, using the number in your policy. If you are admitted to hospital, they must be told within 24 hours. Medical evacuation and repatriation must be approved by them in advance. This is a condition of cover.
• Exclusions: these include conditions known or treated in the year before cover starts, travelling against medical advice or to get treatment, treatment that could wait until you return, pregnancy and childbirth, professional and hazardous sports, alcohol and drug abuse, war, terrorism and weapons of mass destruction. Read the policy wording in full.

12Chhaya Wellness Card

• Fee: the card is bought for a one-time fee, with no monthly premium. See Section 10 for refunds.
• Digital card: your digital card is active as soon as your payment is confirmed and can be used from your account.
• Physical card: your physical card is delivered to the address you give, normally within 4–7 working days.
• Activation: to link a physical card to your account, scan the activation QR code printed on it.
• Cards from your employer or a plan: a Wellness Card may also be issued to you by an organisation (see Section 15) or included with an eligible plan. The same rules apply, except that you did not pay the card fee yourself.
• Family use: the cardholder's father, mother, spouse and children may also use the card at partner outlets, with the cardholder's physical or digital card.
• Using your discount: show your physical card, or your digital card in the Chhaya app, at a partner outlet before you are billed. The card carries a QR code for verification, which the partner may ask to scan. Discounts follow Section 14.
• Logging redemptions: when you record a redemption in the app, the billed amount, discount and receipt must be accurate. Every redemption is checked and may be rejected if it cannot be verified.
• Member services: home sample collection, ambulance, caregiver and physiotherapy listings are a directory of independent providers. You deal with and pay the provider directly, and Chhaya is not a party to that service.
• Personal card: the card is for the cardholder and eligible family members only. It must not be sold, lent or copied. We may suspend a card that is misused.
• Lost or stolen card: tell us promptly so that we can block the card and arrange a replacement. A replacement fee may apply.

13Doctor Consultation

• Availability: consultations are available only where your active plan includes them, up to the number your plan allows in each cycle (for example 1 to 10). Unused consultations do not carry over.
• How it works: choose "Get Doctor Consultation Now" in the app and you are taken to the platform of our telemedicine partner (such as Zaynax Health) for an instant video consultation. The partner's own terms also apply.
• Doctors: consultations are given by licensed, BMDC-registered doctors. The doctor alone is responsible for the medical advice and any prescription. As far as the law allows, Chhaya is not liable for diagnosis or treatment errors made during a consultation.
• Not for emergencies: telemedicine is not suitable for emergencies. In an emergency, go to the nearest hospital or call 999.
• Limits of remote care: a remote consultation cannot replace a physical examination. The doctor may refer you to in-person care or decline to prescribe certain medicines remotely.
• Prescriptions: e-prescriptions are issued on the partner's platform after the consultation. Follow the doctor's instructions and use medicines only as prescribed.

14Partners & Health Discounts

The Platform connects you with independent hospitals, diagnostic centres, pharmacies, doctors, service providers, payment providers and Insurers. Each of them is responsible for its own services, prices and conduct.

Health discounts

• Discounts are available only at active Chhaya partner outlets, as listed on the Platform. The list changes, and partners may leave without notice.
• Unless your plan or the partner's page says otherwise, the maximum discounts are: diagnostic tests up to 40%, hospitalisation up to 15%, medicines up to 8% at partner pharmacies and ambulance services up to 10%. "Up to" figures are maximums, not guarantees, and each partner sets its own rate.
• Discounts are given at each partner's discretion. If a listed partner declines a discount, tell us and we will make reasonable efforts to arrange it through another partner.

Other partners

• Medical treatment is the responsibility of the treating provider. Chhaya does not give medical advice.
• If you have a problem with a partner, tell us. We will follow it up with the partner, and we may remove partners that do not honour their commitments.

15Enterprise & Corporate Plans

Group insurance, bulk Wellness Cards and other enterprise solutions are governed by a separate agreement between Chhaya, the Insurer where relevant, and the organisation. Where that agreement conflicts with these Terms, the agreement prevails.

Employees and members covered by an enterprise plan, or given a Wellness Card by their organisation, must still follow these Terms when they use the Platform, for example to activate a card or make a claim. The organisation is responsible for the accuracy of the member details it gives us, and may be able to see whether members' cards are issued and active.

An enquiry submitted through the enterprise form is not an offer of cover.

16Acceptable Use

When using the Platform, you must not:

• give false information, impersonate anyone, or use another person's identity, account, card or payment method without permission;
• submit fake, altered or exaggerated claims, receipts or redemptions;
• try to gain unauthorised access to the Platform, other accounts or our systems, misuse card activation QR codes, or interfere with the Platform's security or operation;
• copy, scrape, reverse-engineer, or resell any part of the Platform or its content;
• upload malware, or content that is unlawful, offensive or infringes anyone's rights;
• use the Platform for any purpose that breaks the law of Bangladesh.

17Intellectual Property

The Chhaya name, logo, website, app, designs, text and software belong to Chhaya Technologies Limited or its licensors. You may use the Platform for your own personal, non-commercial purposes. You may not use our brand or content for any other purpose without our written permission. Partner names and logos belong to their owners.

18Communications

We will send you service messages about your account, payments, renewals, policies, cards and claims by SMS, email, push notification or in the app. These messages are part of the service and you cannot opt out of them while you have an active product. You can opt out of marketing messages at any time, as explained in our Privacy Policy.

Phone calls with our team may be recorded for quality and evidence, as described in the Privacy Policy.

19Liability

• We work to keep the Platform available and accurate, but we provide it "as is" and cannot promise that it will always be uninterrupted or error-free. Planned maintenance or problems with payment providers or partners may affect it from time to time.
• Insurance benefits are paid by the Insurer under the plan's terms. Chhaya's own liability does not extend the cover the plan provides.
• As far as the law allows, Chhaya is not liable for indirect or consequential loss, or for the acts or omissions of Insurers, partners, doctors, service providers or payment providers.
• As far as the law allows, Chhaya's total liability to you for any claim about the Platform is limited to the amount you paid to Chhaya for the product concerned in the 12 months before the claim arose.
• Nothing in these Terms limits any liability that cannot be limited under the law of Bangladesh, or your statutory rights as a consumer.

20Suspension & Termination

We may suspend or close your account, block a card, or refuse a purchase, if you break these Terms, if we reasonably suspect fraud or misuse, or if the law or a regulator requires us to. Where possible, we will tell you why first. Active insurance policies continue or end according to their own terms.

Closing your account

• How to ask: you can ask us to close your account at any time, in the app or at chhaya.life/delete-account. You will need to confirm the request with a one-time code sent to your registered mobile number.
• Cancel your plans first: we cannot close an account that still has an active plan, policy or recurring payment (such as a bKash subscription). Cancel these first. Cancelling ends your cover, as explained in Section 10.
• Review: our team reviews every request. Before closing the account we check again that it has no active cover, because you can still use your account while the request is being reviewed. If we cannot close it, we will tell you why.
• After closure: once your account is closed you can no longer log in to it, and it cannot be reopened. Contact us if you want to use the same mobile number with Chhaya again.
• Your data: how we delete your data, and which records the law requires us to keep, is explained in the Account Deletion and Data Retention sections of our Privacy Policy.

21Changes to These Terms

We may update these Terms from time to time. When we do, we will post the new version on this page and update the version number and effective date. If a change materially affects you, we will tell you through an app notification or by email before it takes effect. If you keep using the Platform after the change takes effect, you accept the updated Terms. Changes do not alter the terms of a policy already issued to you.

22Governing Law & Complaints

These Terms are governed by the laws of the People's Republic of Bangladesh, and the courts of Dhaka have jurisdiction over any dispute.

Complaints

1. 1Contact us using the details below or the Help section of the app. You can attach documents, photos, audio or video. We aim to acknowledge complaints within 7 working days and resolve them as quickly as possible.

23How to Contact Us

For any question about these Terms, your plan or a claim: