Questions
Everything people ask us
Grouped by what you're trying to work out. If your question isn't here, the helpline is answered by a person, 24 hours a day.
Getting started
Signing up, adding your family, and what you need before an emergency happens.
How do I sign up?
Download the omya jivatu app, enter your mobile number, and choose a plan. The whole thing takes a few minutes. You'll be asked for a few health details — conditions, allergies, medication, blood group — which is the part worth doing carefully, because it's what the crew sees before they reach you.Do I need to install an app?
The app is the fastest way to raise an SOS, and it's how live tracking and health profiles work. But it isn't the only way: the 24/7 helpline is a normal phone call and works from any handset, including one with no internet.How do I add my family?
On the Family plan, the account holder adds up to five members from the app. Each member gets their own SOS button and their own health profile — they aren't sharing yours. Members can be added or changed at any point during the year.Can I add my parents if they live in a different flat?
Yes, and this is one of the most common reasons people choose the Family plan. Each member has their own saved addresses. Cover follows the person, not one household address.My parents aren't comfortable with smartphones. Does this still work for them?
Yes. Two things help. Any member of a Family plan can raise an SOS on behalf of any other member, so you can trigger it from your phone for them. And the helpline is a plain voice call — no app, no internet, no navigating a screen under stress.How long until my cover starts?
Immediately on payment. There's no waiting period.
Using SOS
What actually happens after you press the button.
What happens when I press SOS?
Your location, identity and health profile go out at once, and an ambulance with a trained EHP is assigned — we target under 30 seconds. Your emergency contacts get a live tracking link on WhatsApp and SMS. While the ambulance is on its way to you, we're already confirming a hospital bed. You don't have to call anyone or explain anything.What if I press SOS by mistake?
You get a two-minute window to cancel, on the screen. Cancel inside it and nothing further happens, at no charge. If the window passes, we'll call to check rather than simply arriving.What if I'm not the one having the emergency?
On a Family plan you can raise an SOS for any member. If it's someone outside your plan — a neighbour, or a stranger on the street — call the helpline. We'd rather send an ambulance to a non-subscriber than have you standing there working out whether you're allowed to.What if I don't know which emergency type to pick?
Pick “something else”. It genuinely doesn't change what arrives — every omya ambulance carries the same full equipment kit and every EHP is trained in first response across all seven categories. Your choice affects what the crew is briefed on and which hospitals we start checking, not who comes.Can I use SOS if I'm not at home?
Yes, anywhere inside our service area. Saved addresses help us find you faster in a building we already know, but your cover isn't tied to them.What if my phone has no internet?
Call the helpline — an ordinary voice call, no data needed. The app also queues an SOS raised offline and sends it as soon as any connection returns.Who can see the live tracking link?
Only the emergency contacts you've saved. The link is specific to that one case and stops working once the case closes.What if my subscription has expired when I press SOS?
The emergency isn't blocked. You'll be offered a renewal that takes about a minute, and the helpline stays reachable regardless. We don't make an emergency wait on a billing status.
Coverage & availability
Where we operate today, and what we handle.
Where are you available?
We're live in Thane and Powai, Mumbai. We're expanding across the rest of Mumbai next, then to Chennai, Delhi and Kolkata. We'd rather run a small area properly than claim a map we can't serve.What happens if I'm outside your service area?
The helpline still answers and still helps — we'll point you to the nearest appropriate hospital and stay with you on the call. We won't dispatch an omya ambulance somewhere we don't operate, and we'll tell you that straight away rather than let you wait.Are you available 24/7?
Yes. Operations and the helpline run around the clock, every day. Emergencies are disproportionately at night, which is exactly when a service that only runs office hours is useless.What emergencies do you handle?
Cardiac events, brain stroke, head injury, pregnancy and obstetric emergencies, fire and burns, accidents and trauma — and a general category for anything you can't classify. See our What we cover page for what each one includes.Which hospitals do you take me to?
A hospital in our network that can treat what you have. Every hospital in that network is NABH-accredited. The nearest hospital is no use if it has no stroke unit, so we match the hospital to the emergency rather than to the map.What if no ambulance is available?
We fall back to the government 108 service and stay on the case with you rather than leaving you to make that call yourself. We'd rather be honest that this can happen than pretend capacity is infinite.
Pricing & billing
What it costs, what's included, and how renewals work.
What does it cost?
₹365 a year for one person — a rupee a day. ₹999 a year for a family of up to five. Corporate cover is ₹300 per employee per year. Societies are quoted on size. GST at 18% applies on top.Is there anything extra to pay when I actually use it?
The ambulance, the EHP, the equipment and the dispatch are covered by your subscription. Hospital treatment after handover is between you and the hospital, and is not part of the subscription — we're an emergency response service, not a health insurer.How does renewal work?
Plans run for a year. You can set up auto-renewal through UPI AutoPay, or renew manually. You'll be reminded before expiry either way — nobody should discover their cover lapsed during an emergency.Can I get a refund?
Yes — within 7 days of subscribing, provided you haven't raised an SOS in that time. See our refund policy for the detail.Do I get a GST invoice?
Yes. We're GST-registered, 18% applies to subscriptions, and an invoice is issued for every payment. Corporate customers get invoices suitable for filing as employee welfare expenditure.How do I pay?
Through the app — UPI, cards and net banking. Societies and corporates are invoiced directly.Can I change plans partway through the year?
Yes. Moving from Individual to Family is prorated against what you've already paid.
Data & privacy
What we hold about you, who sees it, and how you get it deleted.
What health information do you collect?
Only what helps a crew treat you: age, blood group, existing conditions, allergies, current medication, and emergency contacts. All of it is optional — but it's the part that does the most work in the first five minutes.Who can see my health data?
The EHP assigned to your active emergency, and the hospital we hand you over to. Nobody browses it casually, and every access is logged. It is never sold and never shared with advertisers.Can I delete my data?
Yes. You have a right to erasure under the DPDP Act 2023, and you can exercise it from the app or by writing to our Data Protection Officer. Some case records must be retained for a statutory period — we'll tell you exactly what and for how long rather than deleting quietly around it.How is my data protected?
Health data is encrypted at rest with AES-256 and in transit with TLS 1.3. Access is role-based and audit-logged. We're DPDP Act 2023 compliant and have an appointed Data Protection Officer.Do you track my location all the time?
No. Location is read when you raise an SOS and while that case is active. We are not building a movement history of you, and there's nothing in the product that would benefit from one.What about children's data?
Members under 18 are handled under the DPDP Act's requirements for minors, with consent given by the parent or guardian who holds the account.
For societies & companies
Bulk enrolment, who administers it, and what the admin can and can't see.
How does bulk enrolment work?
The society committee or the company's HR team gives us a roster. We enrol everyone in one go and each person gets an SMS to complete their own profile — which takes about two minutes. Nobody has to be chased into signing up individually.Who manages a society or corporate plan?
A named administrator: the committee for a society, HR for a company. They manage the roster and billing. They do not get access to anyone's health data.Can a resident or employee opt out?
Yes, individually, and they can opt back in later. Cover offered to a group is still an individual's choice.What does the administrator actually see?
Who is enrolled, and anonymised usage totals — enough to know the benefit is being used, and not enough to know who used it or why. Individual health data and individual case detail are never exposed to an administrator.How long does a rollout take?
About a week for a typical society, from committee approval to everyone being covered. Corporate rollouts depend mostly on how quickly the roster arrives.Do you cover employees outside office hours?
Yes. Corporate cover applies at work, at home, and in between — it is not restricted to the premises or to working hours.
Still not sure?
Ask us directly. For anything that isn't urgent the contact form is fine — for an active emergency, use the SOS button in the app instead.