HealthSy Terms and Conditions

6.1.15. General Disclaimers: 

·         The “User/Member” acknowledges and agrees that HealthSy operates solely as an online intermediary platform that connects “Users/Customers/Members” with “Partnered Retail Pharmacies” for the purchase and delivery of medicines, healthcare products. HealthSy is not engaged in the sale, supply, dispensing, manufacture, or promotion of any items listed on the platform. The responsibility for product quality, authenticity, accuracy of dispensation, and regulatory compliance lies solely with the respective “Partnered Retail Pharmacies”. 

·         At no point during or after the transaction shall any ordered items become the property of HealthSy. The ownership of products remains with the respective “Partnered Pharmacies” until delivery is completed directly to the “Users/Customers/Members”. 

·         It is the sole responsibility of the “Users/Customers/Members” to ensure the correctness of all items, personal information, delivery address,etc before confirming the order and making payment. Once an order is placed and payment is processed, the Company shall not be liable for any errors in item or quantity selected or incorrect order details entered by the User. Orders incorrectly placed by the User can be cancelled but according to “Orders – Return, Refund, Redirect and Cancellation Policy”. Users are strongly advised to carefully review the contents of their shopping cart before finalizing any order. 

·         Deliveries outside city limits are facilitated by third-party logistics providers, including but not limited to Delhivery. By placing an order, the “Users/Customers/Members” agrees to be bound by the terms and conditions and privacy policy of such third-party logistics providers, available at https://www.delhivery.com/terms-andconditions and https://www.delhivery.com/privacy-policy. The Company shall not be responsible for the performance, delays, losses, or failures of any third-party logistics provider. 

·         The “Users/Customers/Members” agrees and acknowledges that all orders are placed voluntarily and with full consent. Upon receipt of delivery, it is the sole responsibility of the “Users/Customers/Members” to carefully inspect and verify the delivered items, including but not limited to product name, quantity, packaging integrity, and expiry date. Any concerns or discrepancies must be reported immediately at the time of delivery or through the designated channels. The Company, its “Partnered Pharmacies”, and delivery agents shall not be held liable for any consequences, losses, or damages arising from the consumption or use of incorrect, damaged, or expired products if the “Users/Customers/Members” fails to conduct such verification upon delivery. 

·         The “Users/Customers/Members” agrees to exercise caution and take all necessary safety precautions during the delivery process, including ensuring the safety of personal property, belongings, and residence when receiving deliveries or making payments. The Company shall not be liable for any unfortunate incidents, including but not limited to theft, stalking, security breaches, or personal injury that may occur during or after the delivery process. 

·         You hereby authorize us to declare and provide declarations to any governmental authority on request on your behalf, including that the items ordered by you are for personal, non-commercial use. Please note that we dispense items only in quantities that correspond to requirements as per the prescription. 

·         To the fullest extent permitted under applicable law, the Company, its officers, employees, agents, affiliates, partnered pharmacies, and delivery agents shall not be liable for any direct, indirect, incidental, consequential, or punitive damages arising from the use of the platform, ordering of products, delivery services, or any breach of these “Terms and Conditions”.

6.2. ONLINE DOCTOR CONSULTATION

"Online Doctor Consultation" refers to the consultation with preferred third-party doctors remotely via a mobile app called "HealthSy" only for non-emergency medical concerns between 9 AM and 10 PM. However, the third-party doctors set their timeslots according to their availability. During an online doctor consultation, patients can discuss their symptoms, receive medical advice, get digital prescriptions (if applicable), and even have free follow-up consultations with limitations. The Platform facilitates the booking of consultations with third-party doctors but does not itself provide any medical services, treatment, or advice. The choice of doctor rests solely with the User, and the consultation is a direct interaction between the User and the respective third-party doctor.

6.2.1. Process of Booking an Online Doctor Consultation

If you conveyed or registered your interest in an online doctor consultation with the respective doctor through the website i.e https://healthsy.app/ the support team will call  you and assist you with how to book and consult with your preferred doctor for an online doctor consultation through the HealthSy app. To download the app, click: for Android usershttps://play.google.com/store/apps/details?id=com.axaone.healthsy and iOS users: https://apps.apple.com/in/app/healthsy/id1631978908?platform=iphone.

To successfully book your online doctor consultation through HealthSy App, follow the following steps:

         i.            Choose the third-party partnered doctor of your choice:

You can choose them by searching the third-party doctor's name, preferred specializations, health concerns or symptoms. After conducting your search using these categories, you will receive a list of third-party doctors available on the platform who matches your criteria.

    ii.        Third-Party Doctors Profile Page:

After you choose the preferred doctor of your choice, you may be redirected to his/her respective profile page. Such profile page contains the following details of the respective third-party doctor:

·         Name, Profile Image, and Qualification

·         Specialisation

·         Review and ratings

·         Experience

·         Languages Known

·         Online Consultation Fee

·         Available Date and Time Slots

·         About the Doctor

·         Doctor's Registration details

·         Doctor’s education and other certified education details

·         and such other information the respective doctor has provided to the company and consented to upload onto the platform.

     iii.            Choose your Date and Time Slots :

·         Users must select an available date and time slot displayed on the doctor’s profile page (up to seven days of availability may be displayed).

·         Availability of slots is determined solely by the respective doctor’s schedule and preferences. The Company is not responsible for unavailability or inadequacies in your scheduling.

·         Once a User selects a date and time slot, the User is required to confirm the booking within five (5) minutes. Failure to do so may result in the session timing out, and the slot becoming available to other patients.

   iv.        Add Patient Details:

Thirdly, you need to enter the patient details. You can either choose an existing patient from your saved patient details or add a new patient. To add a new patient, provide the following basic details of the patient:

·         Name of the patient

·         Date of birth

·         Gender

·         Mobile number

Once you have successfully added the new patient/choosing an existing patient, select their name and fill in the following details:

·         Type your reason for consultation, it is mandatory.

·         It is optional to add supporting documents like past prescriptions from the saved prescriptions or new prescriptions or reports if any, which are subject to privacy policy.

      v.            Review Page of your Online Doctor Consultation

Before final confirmation, Users will be directed to a review page to verify and confirm details, including doctor selected, consultation date, time slot, patient details, and any supporting documents uploaded.

   vi.        Payment & Confirmation

Upon review, Users must proceed to payment using the available online payment modes, subject to Section 7 (“Payment Terms in General”). A consultation shall be deemed confirmed only upon successful receipt of payment. Once confirmed, Users will receive: (i) a unique consultation ID, (ii) bill summary,  and (iii) reminders/notifications of the upcoming consultation via push notification and/or SMS. Users may also access consultation details within the Platform under their account section.

6.2.2. Active Online Doctor Consultation

At the scheduled date and time slot, the User’s booked online doctor consultation will become active and accessible through the Platform. The consultation will appear on the User’s account dashboard and/or home page, together with a notification reminder.

During an active consultation, the User may connect with the selected third-party doctor through one or more of the following modes, subject to mutual consent:

·         Chat: text-based communication.

·         Call: audio communication initiated by the User or by the doctor with the User’s consent.

·         Video: video communication initiated by the User or by the doctor with the User’s consent.

    During the active consultation, you can access additional options, such as viewing your bill, contacting customer support for any chat-related discrepancies, and reporting any issues with the doctor if necessary. During your active consultation, the third-party doctor may provide you with a digital prescription, if necessary, at their discretion. Once the time slot ends, the consultation will automatically conclude, or the doctor may choose to end it after addressing your needs.

After the completion of your consultation, you can engage in follow-up chats with the same doctor for 48 hours, limited to a maximum of 40 free messages only. You can review any notes or follow-up instructions any no. of times from your consultation in your consultation history. Additionally, you can order medications using your digital prescription once you receive it from the doctor. After your consultations are complete, you also have the option to delete your consultations individually. The user/member accepts and agrees that during the free follow-up period, the response from the respective third-party depends upon his availability.

Please note that while you can delete your chat, we may retain a copy for company record-keeping purposes in accordance with our privacy policy.

6.2.3. User/Patient's Consent:

A user’s consent is essential for valid online doctor consultation. For the consent to be valid, it must be provided by an authorized individual. By selecting a doctor, scheduling a consultation, and proceeding to payment, the User explicitly provides consent and acknowledges:

(i)                 acceptance of these Terms and Conditions and the Privacy Policy, and

(ii)               authorization for the selected third-party doctor to provide medical consultation through the Platform.

Where consultation is conducted by audio call, the User consents and agrees that:

1. Audio consultations are limited in scope compared to video consultations, and the User accepts such limitations.
2. The User is responsible for ensuring a quiet and private environment to facilitate clear communication.
3. Neither the User nor the doctor shall record the audio consultation.
4. The User shall ensure their device is functional and adequately powered to avoid disruption.

Where consultation is conducted by video call, the User consents and agrees that:

1. The User shall ensure clear visibility by keeping their face and any affected area visible during the consultation.
2. The User shall be in a well-lit and private environment, dressed appropriately.
3. You accept and agree that you must maintain respectful and appropriate behaviour during online consultations. Any form of abuse, harassment, or misconduct towards doctors may result in legal action.

4. Neither the User nor the doctor shall record the video consultation.
5. The User shall use a reliable internet connection (4G/5G preferred) and updated software/device to avoid interruptions.

 Users further consent to share relevant health concerns, symptoms, medical history, and other personal health information with the respective doctor through chat, audio, or video.

6.2.4. Digital Prescriptions:

(i) Issuance and Eligibility

·         Only allopathic third-party doctors listed on the Platform may issue digital prescriptions. Ayurvedic doctors are expressly restricted from doing so.

·         The decision to issue a digital prescription rests solely at the discretion of the respective third-party doctor during an Online Doctor Consultation.

(ii) Validity and Compliance

·         Any digital prescription issued via the Platform shall comply with the applicable laws and regulations in India and shall be limited to the third-party doctor’s registered area of specialization under the Medical Council of India (MCI), State Medical Councils (SMC), or other competent medical councils.

·         You may use such digital prescriptions to purchase medicines either through our Platform (via partnered retail pharmacies) or outside the Platform. For prescriptions used outside the Platform, HealthSy shall bear no responsibility or liability.

(iii) Pharmacy Discretion

·         Partnered retail pharmacies may reject a prescription that is invalid, expired, incomplete, or otherwise non-compliant. In such cases, they may refuse to dispense the medicines and shall notify you accordingly.

(iv) User Obligations

·         You must provide accurate, complete, and truthful information regarding your symptoms and health conditions during the consultation. HealthSy shall not be liable for any harm, loss, or consequences resulting from inaccurate or incomplete information provided by you.

·         Digital prescriptions are issued solely for your personal use. They must not be shared, transferred, or used by any other person.

·         You must not alter, duplicate, or misuse the prescription. Any misuse is your sole responsibility and may result in suspension or termination of your access to the Platform.

(v) Limitations

·         Digital prescriptions issued through the Platform are not a substitute for in-person or emergency medical care. In case of a medical emergency, you must immediately contact emergency services or visit a hospital.

(vi) Record Retention

·         Digital prescriptions may be retained by HealthSy for compliance, regulatory, and audit purposes, subject to the Privacy Policy of the Platform.

6.2.5. Consultation History

User consultation history includes all your upcoming, completed, free follow-ups and cancelled consultations. If you did not provide ratings for the third-party doctor immediately after your consultation, you can still do so from your consultation history.

Consultation Deletion: If you wish to delete a consultation with regard to a particular consultation id, you can only do so once the consultation has been completed. In the event you delete a consultation, the following Terms and Conditions shall apply to you:

Your consultation details, including chats, prescriptions, and follow-ups, shall be completely removed from the HealthSy platform associated with that particular consultation ID. If a consultation is deleted, it will be removed from your 'Consultation History' and no support will be provided for such deleted consultations. However, once deleted, the consultation details will still be retained in HealthSy's records in accordance with the privacy policy.

 Notwithstanding anything set out herein above, HealthSy shall not be responsible in cases where the deleted consultation can still be traced due to:

(i) Consultation details are still available on your SMS or other modes of communication where the order details were available.

(ii) Payment-related information to such consultation being available in your bank statement.

6.2.6. Online Consultation - Cancellation, Redirect and Refund Policy

If a "User/Member/Patient" wants to cancel or redirect an upcoming consultation, you can do so according to the cancellation and redirect process outlined below.  

Go to "Account" in your app and click on "Consultation History," where you will find all your consultations—upcoming, completed, cancelled and redirected. Select the respective upcoming consultations for the cancellation.

A. Cancellation Timeline:

(i) Free Cancellation of Consultations:

·         As a “User / Member” you will not be able to opt for ‘Free Cancellation’ of consultation on the app. However, ‘Free Cancellation’ can be done through a call with our support team. Importantly, "Free Cancellation" is given only if it is done with more than 60 minutes left to your scheduled time slot and the user/member is eligible for a full refund.

(ii) Cancellations with Cancellation fee:

·         However, as a "User/Member/Patients", cancellations beyond the free cancellation of consultation window i.e., less than or equal to 60 minutes left from your scheduled time slot. It can only be made by contacting our support team yet will be subject to a cancellation fee of INR 100.

(iii) Patient No Show:

·         “Patient No Show” shall be when the patient does not turn up when half of the time slot is over. E.g. If time slot is for 45 minutes, No Show can be considered after 22.5 minutes post confirmation with the doctor. In such cases, it will be marked as "Patient No Show" and the partial refund will be initiated post deducting the cancellation fee.

(iv) Doctor No Show

·         “Doctor No Show”shall be when the doctor does not turn up when half of the time slot is over due to unforeseen circumstances. E.g. If the consultation time slot is 45 minutes, no show can be considered after 22.5 minutes, post-confirmation with the patient and the clinic.

·         The patient can either redirect or cancel the consultation. In case of cancellation, it will be marked as "Doctor No Show”.

B. Redirect

·         The redirect option shall only be available in the event of a doctor no show. If the user/member opts for redirect there is no separate fee, and such user will be redirected to another doctor in the same specialization in the preferred time (subject to doctor's availability) through a call to the company.

·         If there is a difference between the previous consultation fee and the new consultation fee during a "redirect," and the new doctor's fee is higher, you agree to pay the difference through a payment link shared by our team on your registered mobile number. If the new doctor's fee is lower, the difference will be refunded.

·         Once a consultation is redirected, the old consultation ID gets cancelled, and a new consultation ID is generated.

C. Refund

(i) Initiation of Refund

a)     For "Free Cancellation of Consultations", the company shall initiate a full refund when the company receives the cancellation request.

b)     For "Cancellations with a Cancellation Fee", the Company shall initiate a partial refund after deducting a cancellation fee of INR 100/-, once the cancellation request is received.

c)      For "Patient No Show", the Company shall initiate a partial refund after deducting a cancellation fee of INR 100/-, once the cancellation request is received.

d)     For "Doctor No Show" the company shall initiate a full refund and INR 50/- shall be credited into the "User/Member's" "HealthSy Credit" immediately as a token of goodwill (to be used as per HealthSy Credit Conditions -  Refer HealthSy Credit Clause).

e)     In the event of a "Doctor No-Show" under the "HealthSy Plus Membership" benefits, you will not be eligible for a refund if such consultation is one of the free online consultations included in your membership plan. However, you will be entitled to an additional free consultation in place of such a doctor no show consultation and INR 50/- shall be credited into the "User/Member's" "HealthSy Credit" immediately as a token of goodwill (to be used as per HealthSy Credit Conditions - Refer HealthSy Credit Clause).

f)       For "Refund for Redirect", the company shall initiate the refund of the difference amount once the redirect request has been received.

(ii) Timeline for Refund

The refund amount shall be initiated by the Company within 5-7 business days, and it will be reflected in the original source account as per the respective bank’s standard timeline.

(iii) Promotional Discount Reversal

In cases where a promotional code or coupon or cashback was applied to the original consultation fee, the refund amount may reflect the discounted price paid, with the promotional value deducted, effectively reinstating the code or coupon as unused. This will be reflected in your "Bill Summary”. Promotional discounts issued by the third-party payment platforms shall be subject to their own refund policies and shall not be reissued by the Company.

6.2.7. HealthSy Plus Membership

            The "HealthSy Plus Membership" offers members a range of benefits when accessing services provided by the company. Benefits includes:

You acknowledge and agree that third-party doctors with specific specializations or super-specializations may not always be available in the benefits of the "HealthSy Plus Membership" plan. Availability depends on the schedule at the time you check out through the review page. If the bill summary indicates that, due to your HealthSy Plus Membership, the fee will be waived according to the membership terms and conditions, this will be applied as specified.

6.2.8. Information/Disclaimer on Online Doctor Consultation

1.      You accept and agree that all doctors listed on the platform are independent third-party practitioners who provide consultation and advisory services directly to you with your explicit consent. Such doctors are not employees, agents, or representatives of the Company. The Platform merely facilitates your access to them.

2.      You agree and acknowledge that the company is not responsible or liable for any death, injury, or other medico-legal issues that may arise from availing of these services. Responsibility for such incidents lies with the doctors providing the treatment. The company does not recommend any specific doctor/specialists under any circumstances. Time duration taken for diagnosing you is at the discretion of the third-party doctor within your scheduled time slot.

3.      It is crucial to ensure that all information you provide to the doctor is accurate, complete and truth. The accuracy of the diagnosis and the appropriateness of the medical advice depends on the information you share. If any inaccuracies in the information lead to an incorrect diagnosis or treatment plan, the company cannot be held responsible for any adverse outcomes that may occur.

4.      You accept and acknowledge that we are also HIPAA compliant with regard to audio and video calls made through the HealthSy app.

5.      You accept and agree that the information required from the patient by the doctor differs from patient to patient and varies from doctor to doctor based on his/her professional experience and discretion and for different medical conditions based on the defined clinical standards and standard treatment guidelines.

6.      You accept and agree that the third-party doctor shall maintain all the patient records including case history, diagnosis reports, images, etc., as appropriate, in accordance with applicable medical regulations.

7.       A doctor’s stated language proficiency, as displayed on their profile, is based on information supplied by the doctor. The Company does not guarantee the doctor’s actual proficiency in the specified language. The Company shall not be liable for any communication issues or misunderstandings arising due to language discrepancies. Responsibility lies with the respective third-party doctor.

Example: If a doctor lists English as their preferred language on their profile, but during your consultation, you find that the doctor is not proficient in English and communicates poorly, the company is not liable for any misunderstandings or issues that occur due to this language discrepancy as this data has been given by the respective third - party partnered doctor himself/herself.

1.      You accept and agree that the company makes no promises/warranties that these services will meet your expectations or achieve satisfaction. The Company will not be responsible in any manner for discrepancies or issues that might arise due to poor connectivity or network connections during online doctor consultations.

2.      You accept and agree that the statements, opinions, advice, recommendations or digital prescriptions provided by third-party doctors through HealthSy’s website and mobile application do not reflect the company’s views and are not binding on us. The company bears no responsibility if you fail to follow medical advice or complete prescribed treatments.

3.      You accept and agree that the patient needs to be available as soon as the upcoming consultation changes to active consultation and if the patient no show even after half of the time slot of the waiting period refer to the "Online Consultation - Cancellation, Redirect and Refund Policy". You also agree and accept.

6.3. IN-CLINIC APPOINTMENT

"In-Clinic Appointment" refers to a scheduled appointment between a user/member/patient and a third-party doctor listed on our platform that occurs at the doctor's physical clinic/hospital. The platform aggregates listings of clinics and hospitals based on their specialties in various cities/towns/localities. If a third-party doctor or clinic/hospital does not specify their specialties, the platform will categorize the clinic/hospital under specialties at its discretion. Users/members can select their preferred clinic/hospital in a specific city/town/locality or book a timeslot with their preferred third-party doctor at a particular clinic/hospital in a designated city/town/locality.

6.3.1. Process of Booking In-Clinic Appointments

If you conveyed or registered your interest in an in-clinic appointment with the respective doctor through the website, support team will call[MG4]  you and assist you with how to schedule an in-clinic appointment with your preferred doctor through the HealthSy app. To successfully book your in-clinic appointments through HealthSy, users/members can follow the following steps:

Step 1 - Choose Your Locality:

Note that specifying your location i.e., city/town is mandatory in all the above cases to ensure you are matched with third-party doctors who are available in your area. Please make sure to provide your locality to receive the most accurate and relevant options for your in-clinic appointment. It is the first step to schedule your in-clinic appointment.

Step 2 - Choose the doctor or clinic of your choice:

Secondly, after selecting the locality, you can choose your preferred clinic or doctor by searching from the available options, name of the doctor, preferred specializations, health concerns or symptoms, clinic name. Once you have made your selection, you will receive a list of third-party doctors available in that field. You can then book any doctor of your choice from the list. You can also save the choice and book an appointment later.

Step 3 - Third Party Doctors Profile Page

After you choose the preferred third-party doctor of your choice, you may be redirected to his/her respective profile page. Such profile page contains the following details of the respective third-party doctor:

·         Name, Profile Image and Education

·         Specialisation

·         Review and ratings

·         Experience

·         Languages Known

·         In-Clinic Appointment Fee

·         Available Date and Time Slots

·         Doctor's Registration details

·         Location

·         Clinics (upto 3 clinics of the respective doctor that can be listed on the platform)

·         Clinic Images

·         and such other information of the respective doctor has given to the company and consented to upload it in the platform.

 
     Step 4 - Choose your Date and Time Slots

·         The available dates and time slots for the seven days will be displayed on the respective third-party doctor profile page.

·         You accept and agree to confirm that once you choose the date and time slot you must confirm your in-clinic appointment within 5 minutes of choosing. If you do not complete the process within this timeframe, your session may time out, and the selected date and timeslot may become available to other patients. In such cases, you will need to choose a different date and timeslot.

·         The availability of dates and time slots is determined by the respective third-party doctor's schedule and preferences, it varies from doctor to doctor. The doctor sets their own date and time slots based on their availability and willingness. The company is not responsible for any inadequacies or unavailability of date and time slots for any of the third-party doctors.

Step 5 - Review Page of your In-Clinic Appointment

Once you complete the above four steps, the platform will direct you to the review page i.e, after selecting your preferred doctor, preferred clinic, date, timeslot etc. Here, you can review and verify all the details of your in-clinic appointment before confirming your appointment and proceeding with payment.

Step 6 - Payment & Confirmation

For in-clinic appointments, you have two options: "Pay Online" using the available payment methods or "Pay at Clinic." You also have the option to switch to "Pay Online" even if you initially chose "Pay at Clinic," either before or after the appointment. In case of "Pay at Clinic" the user/member accepts and agree to make the payment at the clinic according to the respective clinic's preferred payment modes pre-appointment or post- appointment, according to the respective clinic/hospital's policy. For details on "Pay Online" methods, refer to "Section 7 - Payment Terms in General."

Once payment is completed for "Pay Online" or your appointment is confirmed for "Pay at Clinic," your in-clinic appointment with the doctor will be confirmed. You will receive your appointment details, bill information, and a unique appointment ID.

By confirming and making the payment, you agree to the "In-Clinic Appointments - Cancellation, Reschedule, Redirect, and Refund Policy." Users/Members will receive reminders about their upcoming appointments via push notifications and SMS leading up to the appointment time. You can also view your upcoming in-clinic appointments in the app.

6.3.2. Process to activate your upcoming In-Clinic Appointment

You accept and agree that you shall be present at the clinic/hospital at least 15 minutes prior to your scheduled time slot at the appointment date in the booked clinic to avoid any kind of chaos and confusion and to have a seamless experience. Upon arrival, to activate your upcoming in-clinic appointment, you accept and agree to present your unique QR code. If you do not have a QR code, you may alternatively provide your appointment ID or contact number for verification purposes. This ensures our company's commitment to safety and prompt commencement of your appointment. Your appointment will automatically conclude at its scheduled end time.

Failure to arrive on time or to provide valid verification details may result in cancellation of your appointment at the discretion of the third-party doctor/clinic. The Company shall not be responsible for any delays, cancellations, or missed consultations arising from your late arrival or failure to verify your appointment.

6.3.3. Priority in your In-Clinic Appointment

The company is committed to providing "Users/Members" with a confirmed appointment. However, the company does not assume liability if the appointment is later cancelled by the doctor or if the doctor becomes unavailable due to an emergency. In such cases, the company will issue a token of goodwill amounting to Rs. 50 to your HealthSy Credits, in accordance with the "HealthSy Credit's Terms & Conditions." For more information on "Doctor No Show," please refer to the "In-Clinic Appointments - Cancellation, Reschedule, Redirect, and Refund Policy."

"Users/Members" who schedule appointments through our app will receive priority at the clinic during their scheduled time, which ensures expedited access to healthcare services. This priority is subject to the availability of the scheduled third-party doctor, except in cases where the doctor is unavailable due to emergency circumstances. You agree that patients should be available at least 15 minutes prior to their scheduled time slot. Priority will be given to those who arrive on time; otherwise, the appointment timing will be at the doctor's discretion. For additional details on "Doctor No Show," please read the "In-Clinic Appointments - Cancellation, Reschedule, Redirect, and Refund Policy."     

By booking through our app, users/members benefit from enhanced convenience and reduced wait times, contributing to a more efficient healthcare experience. You accept and acknowledge that you will receive priority for your appointment only if you arrive at the clinic on the scheduled date and at least 15 minutes before your appointment time. If you arrive late, you will forfeit this priority and may need to wait to see the doctor at their discretion.          

6.3.4. Appointment History

      Your appointment history includes all your upcoming, completed, and cancelled appointments. If you did not provide ratings for the clinic and the third-party doctor immediately after your appointment, you can still do so from your appointment history. You can access this option through "My Account" in your app. If you wish to delete the appointment details of a particular appointment id, you can only do so once the appointment has been completed.

Appointment Deletion: In the event you delete an appointment from HealthSy from the "My Orders" page on the app, the following Terms and Conditions shall apply to you:

Your appointment details shall be completely removed from the HealthSy platform associated with that particular appointment ID. If an appointment is deleted, it will be removed from the 'Appointment History' page on the app, and no support will be provided for such deleted appointments. However, once deleted, the appointment details will still be retained in HealthSy's records in accordance with the privacy policy.

 Notwithstanding anything set out herein above, HealthSy shall not be responsible in cases where the deleted appointment can still be traced due to:

(i) Appointment details are still available on your SMS or other modes of communication where the order details were available.

(ii) Payment-related information to such consultation being available in your bank statement.

6.3.5. In-Clinic Appointment - Cancellation, Reschedule, Redirect and Refund Policy

If a "User/Member/Patient" wants to cancel or reschedule an upcoming appointment, you can do so according to the cancellation and rescheduling process outlined below. Go to "Account" in your app and click on "Appointment History," where you will find all your appointments—completed, cancelled, rescheduled and upcoming.

A.Reschedule:

·         To reschedule, please select the appointment you wish to change. You can modify the date and time of your appointment based on the doctor’s availability.

·         However, please note that you cannot change the doctor once the appointment is scheduled.

·         If the request is within the rescheduled timeline, an option to reschedule will be available. Note that an appointment can be rescheduled only once; after that, further rescheduling becomes ineligible, that is the reschedule option will not be available. You will only be able to cancel it.

(i) Reschedule Timeline:

o   As a "User / Member" you will be able to reschedule your in-clinic appointment once for an appointment by stating the valid reasons via the app or by calling the support team.

o   "Reschedule" option will not be available when the timeline is less than or equal to 60 minutes to your scheduled appointment time.

B. Cancellation Timeline:

For cancellations, there's a separate timeline and you can cancel the appointment accordingly provided below:

(i) Free Cancellation of Appointments:

·         As a "User / Member" you will be able to do a "Free Cancellation" of your in-clinic appointment by stating a valid reason on the app or through a call with the support team. However, "Free Cancellation" is given only if it is done with more than 60 minutes left in your scheduled time slot and the user/member is eligible for a full refund.

(ii) Cancellations with Cancellation Fee:

·         As a "User / Member" you will be able to cancel your in-clinic appointment only through a call with the company's support team even if there are less than or equal to 60 minutes left from your scheduled time slot, subject to a cancellation fee of INR 100/-per appointment.

(iii) Patient No Show:

·         "Patient No Show" shall be when the patient does not turn up when half of the time slot is over. E.g. If the time slot of the appointment is 45 minutes, no show can be considered after 22.5 minutes, post-confirmation with the clinic. In this case, the appointment shall become cancelled, and it will bemarked "Patient No Show".

(iv) Doctor No Show:

·         "Doctor No Show" occurs when the doctor does not turn up when half of the time slot is over due to unforeseen circumstances. E.g. If the appointment time slot is 45 minutes, no show can be considered after 22.5 minutes, post-confirmation with the patient and the clinic.

·         The patient can either redirect or cancel the appointment. In case of cancellation, it will bemarked "Doctor No Show".

C. Redirect:

·                 The redirect option shall only be available in the event of a doctor no show. If the user/member opts for redirect there is no separate fee (except for the difference amount), and such user will be offered another doctor or clinic with the same specialization in your preferred/same location for the next available slots.

·      Once an appointment is cancelled or redirected or rescheduled, the old appointment ID gets cancelled, and a new appointment ID is generated if rescheduled.

D. Refund

(i) Initiation of Refund:

(a) Free Cancellation of Appointments:

·         Paid Online: The Company shall initiate a full refund once the cancellation request is received.

·         Pay at Clinic: No refund is applicable. However, no cancellation fee shall be charged for the subsequent/next appointment.

(b) Cancellations with a Cancellation Fee:

·         Paid Online: A partial refund will be initiated by the Company after deducting a cancellation fee of INR 100 upon receipt of the cancellation request.

·         Pay at Clinic: A cancellation fee of INR 100 will be charged in the user's/member's subsequent appointment.

o    The “Pay at Clinic” option will be disabled until the previous appointment’s cancellation fee is settled.

o    The cancellation fee will be reflected in the Bill Summary of the subsequent/next appointment.

(c) Patient No Show

•       Paid Online: A partial refund will be processed after deducting a cancellation fee of INR 100, once the no-show is confirmed by the Company.

•       Pay at Clinic: A cancellation fee of INR 100 will be charged in the user's/member's next appointment.

o    The “Pay at Clinic” option will be disabled until the patient no-show cancellation fee is paid.

o    The fee will be displayed in the Bill Summary of your next/subsequent appointment.

(d) Doctor No Show

·       Paid Online: A full refund will be initiated by the Company. Additionally, INR 50 shall be credited to the user/member's HealthSy Credit as a token of goodwill.

·      Pay at Clinic: No refund is applicable. However, INR 50 will be credited to the user/member's HealthSy Credit as a token of goodwill.

o   In the case where the patient has paid the appointment fee prior to the doctor no show, you shall contact the company to receive your refund. Such a refund may also be initiated through your bank account.

·         Cashback usage  is subject to"HealthSy Credit's" terms and conditions(Refer to HealthSy Credit Clause).

(e) Refund for Redirect

·         Paid Online: The Company will initiate a refund of the difference amount between the original in-clinic appointment fee and the updated in-clinic fee, upon receiving the redirect request.

·         Pay at Clinic: No refund is applicable. The user/member must pay the updated in-clinic fee at the time of the appointment.

(ii) Timeline for Refund:

5.2. Timeline for Refund:

The refund amount shall be initiated to the user/members original source account or UPI-linked bank account within 5-7 business days, and it shall reflect in your UPI-linked  bank account as per your respective UPI-linked bank's policy. In case of a refund through UPI Details, we will take the details then and there for that appointment and initiate the refund. We use your UPI details with your consent for refunding and for other lawful purposes only. All such details are kept confidential by the Company. Still, we will not store the UPI details in the user/member's account but only for the respective appointment ID.

(iii) Promotional Discount Reversal:

In cases where a promotional code, coupon or cashback was applied to the original appointment fee, the refund amount may reflect the discounted price paid, with the promotional value deducted. This will reflect in your "Bill Summary”. Promotional discounts issued by third-party payment platforms shall be subject to their own refund policies and shall not be refunded by the Company.

6.3.6. Information/Disclaimer on In-Clinic Appointments

1.      You acknowledge and agree that the responsibility for the accuracy and completeness of the information provided on the platform regarding third-party doctors, clinics, and hospitals—including their location and reputation—rests with those third parties. Although we make an effort to verify the details to a reasonable extent, the information listed on our platform reflects what is provided by these third parties and may not encompass all relevant aspects. Therefore, we do not guarantee the accuracy or reliability of this information and are not liable for any discrepancies or issues arising from it.

2.      You agree to present your unique QR code during your in-clinic visit. Alternatively, you may use your appointment ID or contact number. This measure is implemented to ensure your safety and facilitate a smooth verification process.

3.      All the registered medical practitioners/ doctors are authorized to prescribe and dispense medicines within their clinics, provided they adhere strictly to the rules and regulations established by Indian laws. Please note that our role is limited to aggregating and facilitating your in-clinic appointment. We are not responsible for any incidents or issues that occur within the clinic premises. Any such matters are beyond our control and fall outside our scope of responsibility.

4.      You accept and agree that the company bears no responsibility for any untoward or incorrect prescriptions made by third-party doctors to users/patients. These third-party doctors are in no way part of the company.

5.      You agree that patients should be available 15 minutes before their scheduled time slot. Priority will be given to those who arrive on time; otherwise, the appointment timing will be at the doctor's discretion.

6.      The User/Member acknowledges that the conduct and activities of third-party doctors are in no way legally binding on the company. The company will not be responsible or liable for any actions that bring harm, economic loss, or legal issues to the user.

7.    You accept and agree that by choosing to make an appointment for services on the platform, you also agree to accept the In-Clinic Appointment - Cancellation, Reschedule, Redirect, and Refund Policy.

6.4. HOME HEALTHCARE SERVICES

"Home Healthcare Services" refersand includes a range of medical and non-medical assistance provided to patients in the comfort of their own homes. This may encompass medical care such as nursing and therapy. 

      Categories of Home Healthcare Services:

A. Therapy

Under therapy the service categories are:

o   Physiotherapy

o   Speech Therapy

o   Mental Wellness Therapy

B. Nursing

Under Nursing, the service categories are:

o   Nurses

o   Maternity Nurses

o   Nursing Support

o   Caretaker

Home Healthcare Services are available only in selected localities. This service will not be provided in areas where the company has imposed restrictions. Availability is determined based on specific geographic criteria and operational considerations, and we reserve the right to limit or exclude certain localities from this service.

6.4.1. Process of Booking Home Healthcare Services

      To successfully book your Home Healthcare Services through HealthSy, users/members can follow the following steps:

Step 1 - Choose Your Locality:

Please note that specifying your location, including your city or town, is mandatory to ensure you are matched with the service and the service providers available in your area. Providing your locality is essential for receiving the most accurate and relevant options for your home  healthcare service and is the first step in booking your home healthcare services.

Step 2- Search and Choose Your Service:

Secondly, after selecting the locality, you can search and choose your preferred service or service provider by searching in the following categories listed on the platform:

 Choose your home healthcare services from the following search:

1)Categories

2)Health Conditions

3)Name of the Third-Party Service Provider

Step 3 - Process of booking:

To proceed with a booking, you are first required to select the health condition for which service is needed. Even if you begin your search through any filters (such as category or service provider name), the system will prompt you to select the relevant health condition(s) before completing your booking. After selecting the health condition, the app will automatically filter and display third-party service providers relevant to your needs. You can then choose a provider based on their hourly session rate. To proceed, you may be redirected to the selected provider’s profile page for more details and to complete your booking

(i) Third-Party Service Providers Profile Page

Such a profile page contains the following details of the respective third-party service providers:

·         Name and Profile Image

·         Category of Service Provider

·         Education Details

o   Degree/10th/12th

·         Professional Details

o   Registration Number

o   Experience

·         Ratings

·         Languages Known

·         Slot Duration of the Service Provider (1 hour to 8 hours)

·         Booking Fee (Total Fee)

·         Available Date and Time Slots

·         About the Service Provider

·         and such other information of the respective service provider has been given to the company and consented to upload in the platform.

(ii)Choose Date and Time Slots & Add Patient Details

·         You may choose a preferred date and time slots. To confirm a booking, the users/members must choose the patient or add new patients which shall include some details such as

o   Name of the patient

o   Date of birth

o   Gender

o   Patient Mobile Number

o   Pre-filled Health Conditions (which can’t be altered in this page,

o   Any additional concerns, if needed.

o   It is optional to add supporting documents like past prescriptions from the saved prescriptions or new prescriptions or reports if any, which are subject to the privacy policy.

o   Select Address or Add New Address with the Patient Name.

(iii) Review Page: You can save the above details and proceed to payment. But before payment and confirmation, you may be directed to the review page where you can review and verify all the details of your home healthcare service booking before the payment and confirmation of your booking.

(iv) Payment & Confirmation:

o   After finalizing your home healthcare booking, proceed with the payment. You have two payment options: "Pay Now" using the available AXAONE's online payment methods or "Pay After Service." Where you can pay to the service provider directly or "Pay Online" even if you initially chose "Pay After Service," either before or after the session, accordingly. For details on "Pay Online"/"Pay Now" using AXAONE's online methods, refer to "Section 7 - Payment Terms in General."

o   Once payment is completed for "Pay Now" or your booking is confirmed for "Pay After Service", your booking with the third-party service provider will be confirmed. You will receive your booking details, bill information, unique booking ID and a unique in-app OTP. And you can contact the service provider through chat or in-app for clarification regarding your service.

o   By confirming and making the payment, you agree to the "HHSP - Cancellation, Reschedule, Redirect, and Refund Policy." Users/Members/Patients will receive reminders about their upcoming bookings via push notifications and SMS leading up to the scheduled date and time. You can also view your upcoming bookings in the app.

6.4.2. The Process to Activate Home Healthcare Bookings:

·         You accept and agree that the patient shall be present or prepared at the location/address you have mentioned in your booking on your scheduled time slot to avoid any kind of chaos and confusion and to have a seamless experience.

·         Upon the arrival of your third-party service provider, to activate or start your upcoming home healthcare booking service, you accept and agree to give the mentioned unique in-app OTP in your upcoming booking to the service provider to start the service. This ensures the company that the service has started. It will also reflect on your active booking page.

6.4.3. Add-on Services:

Add-on Services refer to optional, supplementary healthcare services also extension of time of the current service that may be availed either by you directly or upon the recommendation of a third-party service provider, based on your current healthcare needs. These services are available in addition to the primary service you have booked, such as nursing and therapy. The Company maintains a comprehensive list of approved Add-on Services through the “HealthSy Catalogue”, curated to enhance and personalize your care experience. Depending on the nature of your ongoing booking, these Add-on Services may include (but are not limited to) specialized nursing assistance, extended therapy sessions, or other relevant healthcare interventions. The primary objective is to ensure that you receive comprehensive, convenient, and holistic care within the comfort and safety of your home.

(i) Process of adding Add-On Services:

Our platform offers specific add-ons through “HealthSy Catalogue” where you can choose to add them once your home healthcare service begins. These add-ons are curated by the company based on your needs. Your preferred third-party home healthcare service provider (HHSP) will present you with the available add-ons and their associated tariffs.

You have the option to accept or decline these add-ons, but you must provide your acceptance through the app only. The HHSP will only add the selected services to your original service after you give your consent to them. Then you may receive a request from the company in your app. You can easily find it on your app's home page. Once you receive a request for the add-on through the app, you must accept it in the app for the third-party service provider to proceed.

After the service is completed, you will receive a final invoice that includes the cost of the add-ons. You can pay the additional amount using the available payment methods.

Payments for add-ons can be made through the same payment methods you booked for the respective home healthcare service. If you have chosen to pay the service provider directly, then you can pay the amount stated in the final invoice, which includes the add-on service. If you paid for the original service online, you could pay for any additional charges/difference amount for add-ons either online or directly to the service provider. By using the platform, you accept and agree to these terms

(ii) Disclaimer on Add-on Service:

Add-on services for home healthcare services provided by the company are intended to supplement your primary care needs. These services are delivered by third-party qualified professionals and curated by the company based on the general needs of the user/member/patient. While we strive to ensure the highest standards of service delivery, please note that these services are optional, and their availability may vary depending on your location and the availability of third-party service providers.

The company does not guarantee specific outcomes or results from the use of add-on services, as individual responses to treatment may vary. "Users/Patients/Members" are encouraged to consult with your third-party service provider to determine the suitability of add-on services for your specific medical conditions or needs. By using these services, you acknowledge and accept these terms.

You also agree not to request or add any services outside the company’s designated add-on services. If we do not receive your consent through the app for any add-ons, we do not accept such service and we are not responsible for such service.

Add-On Services are not intended for use in emergency situations or as a substitute for urgent medical attention. In such cases, you are advised to contact your local emergency services immediately.

6.4.4. Process to complete your booking from active booking to completed booking:

To complete your booking after your service has ended, please follow these steps:

1. After your service is completed, your service provider will request an in-app OTP.

2. Kindly provide the in-app OTP (find it in your active booking) to your third-party service provider only after you have received your final invoice and completed the payment.

3. Ensure that all original services, including any add-ons, are fully completed before sharing the OTP.

6.4.5. Booking History: You can also view your upcoming bookings, active bookings, cancelled bookings, completed bookings in the app on the "My Accounts" page by viewing the option "Home Healthcare Bookings".

6.4.6.SOS

We offer an SOS feature designed to assist you in emergencies. By clicking the SOS button, our team will promptly call you to provide assistance and help resolve the issue.

You acknowledge and agree that in the event of a citizen emergency, it is crucial to take immediate action to ensure your safety and receive prompt assistance. If you encounter technical issues that prevent you from reaching emergency services, you should contact your local state emergency number. You agree to connect with them. In such situations, you should: move to a safe location, contact nearby services, reach out to local authorities or a nearby police station, contact a nearby hospital, call an ambulance, or call the state emergency number.

Your safety is our priority, and while the SOS feature is intended to facilitate prompt assistance, you must also take these actions to ensure your well-being. By using the SOS feature, you accept and agree to these procedures.

If a "User/Member/Patient" wants to cancel or reschedule an upcoming booking, you can do so according to the cancellation and rescheduling process outlined below.

6.4.7. HHSP - Cancellation, Reschedule, Redirect, and Refund Policy

If a "User/Member/Patient" wants to cancel or reschedule an upcoming booking, you can do so according to the cancellation and rescheduling process outlined below. Go to "Account" in your app and click on "Booking History," where you will find all your bookings—completed, cancelled, rescheduled and upcoming.

A. Reschedule

·         To reschedule, please select the booking you wish to change. You can modify the date and time of your booking based on the respective HHSPs availability.

·         However, please note that you cannot change the HHSP once the booking is scheduled.

·         If the request is within the rescheduled timeline, an option to reschedule will be available. Note that a booking can be rescheduled only once; after that, further rescheduling becomes ineligible, and the reschedule option will not be available. You will only be able to cancel it.

(i) Reschedule Timeline:

•         As a "User / Member" you will be able to reschedule your home healthcare booking once by stating the valid reasons via the app or by calling the support team.

•        The "Reschedule" option will not be available when the timeline is less than or equal to 60 minutes to your scheduled booking time.

•        No separate fee shall be collected for rescheduling. The amount paid towards your scheduled booking gets settled to your rescheduled booking.

B. Cancellation Timeline:

For cancellations, there's a separate timeline and you can cancel the booking accordingly provided below:

(i) Free Cancellation:

•         As a "User / Member" you will be able to do a "Free Cancellation" of your booking by stating a valid reason on the app or through a call with the support team. However, "Free Cancellation" is given only if it is done with more than 60 minutes left in your scheduled time slot and the user/member is eligible for a full refund.

(ii) Cancellations with Cancellation Fee:

•         As a "User / Member" you will be able to cancel your booking even if there are less than or equal to 60 minutes left from your scheduled time slot but subject to a cancellation fee of INR 100/- per booking but only through a call with the company's customer support.

(iii) Patient No Show

•        "Patient No Show" shall be when the patient does not turn up when half of the time slot is over to the booking address. E.g. If the time slot of the booking is 45 minutes, no show can be considered after 22.5 minutes, post-confirmation with the home healthcare service provider. In such cases, it will be marked as "Patient No Show".             

(iv) Service Provider No Show

·         "Service Provider No Show" occurs when the service provider fails to attend the scheduled booking for the entire time slot due to unforeseen circumstances. For example, if a booking is for 45 minutes, a no-show is considered when the service provider does not arrive within the whole of the 45-minute time slot after confirmation with both the patient and the service provider.

·         The patient can either redirect or reschedule or cancel the booking. In case of cancellation, it will be marked "Service Provider No Show" and a refund will be initiated.

C. Redirect

·         The redirect option shall only be available in the event of a service provider no show. If the user/member opts for redirect there is no separate fee (except for the difference amount), and such user will be offered another HHSP for the same location for the next available slots.

·         Once a booking is cancelled or redirected, the old booking ID gets cancelled, and a new booking ID is generated, if rescheduled.

D. Refund

(i) Initiation of Refund:

(a) Free Cancellation of Bookings:

·         Paid Online: The Company shall initiate a full refund once the cancellation request is received.

·         Pay after Service: No refund is applicable. However, no cancellation fee shall be charged for the subsequent/next booking.

(b) Cancellations with a Cancellation Fee:

·         Paid Online: A partial refund will be initiated by the Company after deducting a cancellation fee of INR 100 upon receipt of the cancellation request.

·         Pay after Service: A cancellation fee of INR 100 will be charged in the user's/member's subsequent booking.

o    The “Pay after Service” option will be disabled until the previous booking’s cancellation fee is settled.

o    The cancellation fee will be reflected in the Bill Summary of the subsequent/next booking.

(c) Patient No Show

•       Paid Online: A partial refund will be processed after deducting a cancellation fee of INR 100, once the no-show is confirmed by the Company.

•       Pay after Service: A cancellation fee of INR 100 will be charged in the user's/member's next booking.

o   The “Pay after Service” option will be disabled until the patient no show's cancellation fee is settled.

o    The fee will be displayed in the Bill Summary of your next/subsequent booking.

 (d) Service Provider No Show

·       Paid Online: A full refund will be initiated by the Company. Additionally, INR 50 shall be credited to the user/member's HealthSy Credit as a token of goodwill.

·      Pay after Service: No refund is applicable. However, INR 50 will be credited to the user/member's HealthSy Credit as a token of goodwill.

·      HealthSy Credit usage is subject to its terms and conditions(Refer to HealthSy Credit Clause).

(e) Refund for Redirect

·         Paid Online: The Company shall initiate a refund of the difference (amount) between the original booking fee and the updated booking fee, if available, upon receiving the redirect request.

·         Pay to Service Provider Directly: No refund is applicable. The user/member must pay the updated booking fee during your service.

(ii) Timeline for Refund

The refund amount shall be initiated to the user/members original source account or UPI-linked bank account within 5-7 business days, and it shall reflect in your UPI-linked bank account as per your respective bank's policy. In case of a refund through a UPI details, we will take the UPI details then and there for that booking and initiate the refund amount. We use your UPI details with your consent for refunding the cancelled booking fee and for other lawful purposes only. We will maintain complete confidentiality and security of your bank account details. Still, we will not store the UPI details in the user/member's account but only for the respective booking ID.

(iii) Promotional Discount Reversal

In cases where a promotional code, coupon or cashback was applied to the original booking fee, the refund amount may reflect the discounted price paid, with the promotional value deducted. This will reflect in your "Bill Summary”. Promotional discounts issued by third-party payment platforms shall be subject to their own refund policies and shall not be refunded by the Company.

6.4.8. Responsibility Disclaimer:

a)     You accept and acknowledge that before starting your service, the Company conducts safety checks concerning each service provider to ensure compliance and reliability. This includes:

·         The service providers may be required to use thermometers provided by the Company for health checks.

·         In-person verification will be conducted to confirm the identity of the respective Home Healthcare Service Provider (HHSP) and to prevent impersonation. As part of this process, the service provider will be asked to capture and upload a photo.

·         We also ensure that service providers bring and use appropriate safety gear during their service.

These measures are implemented to maintain high safety and quality standards across our services.

b)     You accept and agree not to share your OTP (One-Time Password) with anyone, including the service provider, before the commencement of your service. The Company will not be responsible for any issues or liabilities arising from the sharing of your OTP. It is your responsibility to keep your OTP confidential and secure.

c)      You accept and acknowledge that during home healthcare services, certain procedures or treatments may involve physical touch or contact. This physical interaction is a necessary part of providing medical and therapeutic care. The healthcare professionals performing these services are trained to ensure that all interactions are conducted professionally and respectfully, following the highest standards of care and hygiene. You also consent to this aspect of care and are encouraged to communicate any preferences or concerns regarding physical touch or contact to the service provider before the session begins. The Company is committed to ensuring a safe, respectful, and comfortable experience for all patients.

d)     You accept and agree that the platform acts solely as an aggregator and is not responsible for any death, injury, or other medico-legal issues that may arise from availing of these services. Responsibility for such incidents lies with the home healthcare service providers providing the treatment. These service providers are not part of the company but are independent professionals who have listed their services on the platform.

e)     You accept and agree that add-on services are listed on our platform within the capacity of the qualified home healthcare service providers, and it is optional, can be chosen at the discretion of the "User/Member". The Service Provider or the Company will not force or coerce "Users/Members" into opting for any add-on service. Additionally, any add-on services requested by you without approval through our platform, such transactions are undertaken at the user's own risk.

6.5. INSTADOC CONSULTATION

"InstaDoc" services provide 24/7 instant online consultations through a network of third-party doctors. These services are intended only for non-emergency medical concerns and are designed to offer remote diagnosis and guidance anytime, anywhere.The service is limited to addressing common health issues such as stomach pain, body aches, headaches, fever, or other such conditions typically managed by allopathy general practitioner.You accept and agree that you cannot directly select any specific third-party doctor. A general practitioner will be automatically assigned to you based on your preferenceand their availability.

6.5.1. Process of booking an InstaDoc Consultation

  Step 1 - Fill your details

  To confirm a booking, the users/members must provide some details such as

·         Select your preferred language, at least one.[GU5] 

·         Type your reasons for instaDoc consultation, it is mandatory.

·         It is optional to add supporting documents like past prescriptions from the saved prescriptions or new prescriptions or reports if any, which are subject to privacy policy.

·         Choose the patient for whom you are consulting.

You can either choose an existing patient from your saved patient details or add a new patient. To add a new patient, provide the following basic details of the patient (all mandatory):

o   Name of the patient

o   Date of birth

o   Gender

o   Mobile number

Step 2 - Review Page

You may be redirected to a page where you can review the details you provided earlier. You can also view the available third-party general practitioner on this page according to your preferences. You agree and understand that you will be assigned one of these available third-party general practitioners for your InstaDoc consultation. You can then verify the information and proceed with payment.

Please note: On the review page, a timer of 5 minutes is displayed. If the payment is not completed within this time, the session will automatically expire, and you will be required to restart the process.

Step 3 - Payment & Confirmation

You may proceed with the payment to start your "InstaDoc Consultation". The fixed fee for an "InstaDoc Consultation" is INR 199. Payment can only be made through online methods. See Section 7 "Payment Terms in General", Users/members may not have coupons, discounts, or promotional offers only for this service but can use their "HealthSy Credit"[GU6] (Wallet T&C applies) balance where applicable. Once paid your "Instadoc Consultation" gets confirmed.

6.5.2. Process to begin your InstaDoc Consultation

Upon payment and confirmation, you will be connected with one of our available third-party general practitioners, and the chat page should become active within 120 seconds (subject to network and availability). If you’re not connected with a third-party general practitioners within this time frame, please wait an additional minute as the platform assigns a third-party general practitioners to you.

Once your consultation is live, the respective assigned third-party general practitioners will be active on the active chat page of the app. Consultations are accessible via chat, audio, or video call. The consultation duration shall be up to 30 minutes, after which the session will automatically terminate or a doctor can conclude it if he feels completed.

To learn more about the assigned third-party general practitioner, you can view their profile page, which will include the following details about the third-party doctor:

·         Name, Profile Image and Education Details 

·         Specialisation- Only General Physician

·         Review and ratings

·         Experience

·         Languages Known

·         InstaDoc Consultation Fee

·         and such other information of the respective third-party doctor has been given to the company and consented to upload in the platform.

During your active consultation, you can access additional options such as viewing your bill, contacting customer support for any chat-related discrepancies, and reporting any issues with the assigned third-party doctor if necessary.

The third-party doctor may give you a digital prescription during or at the end of your active consultation at his/her discretion. The consultation will last for 30 minutes, and it will automatically conclude at the end of this period if the doctor has not ended it earlier. You will then be able to review any chat/instructions of your completed consultation provided by the third-party doctor, if applicable. You may also get an option to choose to order medicines with us. You can give your ratings and reviews on the platform. Once your consultation is completed you may find an option to delete the whole chat. Please note that we may still retain a copy of your chat for company's record-keeping purposes.

6.5.3. User/Patient's Consent:

A user’s consent is essential for valid instaDoc consultation. For the consent to be valid, it must be provided by an authorized individual. By selecting a doctor, scheduling a consultation, and proceeding to payment, the User explicitly provides consent and acknowledges:

                 (I)            acceptance of these Terms and Conditions and the Privacy Policy, and

               (II)            authorization for the selected third-party doctor to provide medical consultation through the Platform.

Where consultation is conducted by audio call, the User consents and agrees that:

·         Audio consultations are limited in scope compared to video consultations, and the User accepts such limitations.

·         The User is responsible for ensuring a quiet and private environment to facilitate clear communication.

·         Neither the User nor the doctor shall record the audio consultation.

·         The User shall ensure their device is functional and adequately powered to avoid disruption.

 Where consultation is conducted by video call, the User consents and agrees that:

·         The User shall ensure clear visibility by keeping their face and any affected area visible during the consultation.

·         The User shall be in a well-lit and private environment, dressed appropriately.

·         You accept and agree that you must maintain respectful and appropriate behaviour during online consultations. Any form of abuse, harassment, or misconduct towards doctors may result in legal action.

·         Neither the User nor the doctor should record the video consultation.

·         The User shall use a reliable internet connection (4G/5G preferred) and updated software/device to avoid interruptions.

Users further consent to share relevant health concerns, symptoms, medical history, and other personal health information with the respective doctor through chat, audio, or video.

During the active consultation, you can access additional options, such as viewing your bill, contacting customer support for any chat-related discrepancies, and reporting any issues with the doctor if necessary.

Furthermore, you acknowledge that the platform will display a list of available general practitioners based on your preferences. This transparency allows you to see which practitioners are available, but the platform will ultimately assign one to you for your consultation. If no doctors are available who meet your language preference, we will inform you of this, and you will have the option to consult with other available doctors if you wish to proceed or will issue a full refund.

6.5.4. Digital Prescriptions:

(i) Discretion of Doctor

You acknowledge and agree that issuance of a digital prescription during an InstaDoc Consultation is entirely at the discretion of the assigned third-party doctor.

(ii) Compliance with Law

Any digital prescription issued shall comply with applicable laws of India and shall be restricted to the doctor’s registered qualifications and specialization under the Medical Council of India (MCI), State Medical Councils (SMC), or other competent authorities.

(iii) Use of Prescriptions

Digital prescriptions may be used by you to purchase medicines either through our Platform or from any external pharmacy. The Company does not guarantee acceptance of such prescriptions by third-party pharmacies outside the Platform.

(iv) Validation by Partner Pharmacies

If a digital prescription is deemed invalid by our partnered retail pharmacies, they may refuse to dispense medicines. In such cases, the Company bears no responsibility.

(v)Accuracy of User Information

The accuracy and reliability of the prescription depend on the information you provide. If you provide incomplete, inaccurate, or misleading details (including symptoms, medical history, or health conditions), the Company shall not be liable for any consequences, including misdiagnosis, inappropriate recommendations, or harm/loss arising therefrom.

(vi)Disclaimer

You acknowledge and agree that all statements, advice, recommendations, and digital prescriptions are solely those of the respective third-party doctor. Such advice or prescriptions do not represent the views of the Company and shall not be binding on the Company. The Company acts only as a technology intermediary and aggregator.Digital prescriptions are issued solely for your personal use. They must not be shared, transferred, or used by any other person. You must not alter, duplicate, or misuse the prescription. Any misuse is your sole responsibility and may result in suspension or termination of your access to the Platform.

(v) Limitations

Digital prescriptions issued through the Platform are not a substitute for in-person or emergency medical care. In case of a medical emergency, you must immediately contact emergency services or visit a hospital.

(vi) Record Retention

Digital prescriptions may be retained by HealthSy for compliance, regulatory, and audit purposes, subject to the Privacy Policy of the Platform.

6.5.5. InstaDoc Consultation History

            Your "InstaDoc Consultation" history includes all your completed, and cancelled consultations. You can view the chat and delete the chat if you wish to. If you did not provide ratings for the third-party doctor immediately after your consultation, you can still do so from your consultation history. You can access this option through "My Account" in your app.

Consultation History Deletion: If you wish to delete a consultation history with regard to a particular consultation id, you can only do so once the consultation has been completed. In the event you delete a consultation, the following Terms and Conditions shall apply to you:

Your consultation details, including chats, prescriptions, shall be completely removed from the HealthSy platform associated with that particular consultation ID. If a consultation is deleted, it will be removed from your 'Consultation History' and no support will be provided for such deleted consultations. However, once deleted, the consultation details will still be retained in HealthSy's records in accordance with the privacy policy.

 Notwithstanding anything set out herein above, HealthSy shall not be responsible in cases where the deleted consultation can still be traced due to:

(i) Consultation details are still available on your SMS or other modes of communication where the consultation details were available.

(ii) Payment-related information to such consultation being available in your bank statement.

6.5.6. No Cancellation Policy

Once payment has been made for the InstaDoc service, Users/Members/Patients are not permitted to withdraw or revoke their request. In rare circumstances where the Company is unable to successfully connect you with a doctor after multiple attempts during the InstaDoc consultation, the Company will terminate the consultation process and issue a full refund. Please note that withdrawal or reversal of the service is not available at the User’s end once the payment has been processed.

a)     Timeline for Refund

The refund amount will be credited to the user/members/patients' original source account  within 5-7 business days.

b)     Promotional Discount Reversal  

In cases where a promotional code or coupon was applied to the original InstaDoc fee, the refund amount may reflect the discounted price paid, with the promotional value deducted, effectively reinstating the code or coupon as unused. This will reflect in your "Bill Summary”. Promotional discounts issued by third-party payment platforms shall be subject to their own refund policies and shall not be reissued by the Company. 

6.5.7. Information/Disclaimer on InstaDoc Consultation

1.      You accept and agree that all the doctors on the platform are third-party, and they merely provide their services to you with your consent only.

2.      You accept and acknowledge that you cannot choose a preferred doctor yourself. The platform will assign available third-party doctors using a round-robin process. However, we are transparent in providing you with the profiles of available general practitioners/third-party doctors for your information.

3.      You accept and agree that you cannot opt for InstaDoc Service for any emergency purpose.

4.      You accept and agree that InstaDoc Service has only General Practitioners and can diagnose and advise only common health concerns, such as stomach pain, body aches, headaches, or other common issues.

5.      You agree and acknowledge that assigned doctors are not part of the company but simply listed on the company’s platform to provide consultations and advisory services to you.

6.      You agree and acknowledge that the company is not responsible for any death, injury, or other medico-legal issues that may arise from availing of these services. Responsibility for such incidents lies with the third-party doctors providing the treatment. The company does not recommend any specific doctor/specialists under any circumstances. Time duration taken for diagnosing you is at the discretion of the third-party doctor within specified time.

7.      It is crucial to ensure that all information you provide to the assigned third-party doctor is accurate and complete. The accuracy of the diagnosis and the appropriateness of the medical advice depends on the information you share. If any inaccuracies in the information lead to an incorrect diagnosis or treatment plan, the company cannot be held responsible for any adverse outcomes that may occur.

8.      You accept and acknowledge that we are also HIPAA compliant with regard to audio and video calls made through the HealthSy app.

9.      You accept and agree that the information required from the patient by the doctor differs from patient to patient and varies from doctor to doctor based on his/her professional experience and discretion and for different medical conditions based on the defined clinical standards and standard treatment guidelines.

10.  You accept and agree that the third-party doctor shall maintain all the patient records including case history, investigation reports, images, etc as appropriate, in accordance with applicable medical regulations.

11.A doctor’s stated language proficiency, as displayed on their profile, is based on information provided by the doctor. The Company does not guarantee the doctor’s actual proficiency in the specified language. The Company shall not be liable for any communication issues or misunderstandings arising due to language discrepancies. Responsibility lies with the respective third-party doctor. 

Example: If a doctor lists English as their preferred language on their profile, but during your consultation, you find that the doctor is not proficient in English and communicates poorly, the company is not liable for any misunderstandings or issues that occur due to this language discrepancy as this data has been given by the respective third-party partnered doctor.

12.You accept and agree that the company makes no promises/warranties that these services will meet your expectations or achieve satisfaction. The Company will not be responsible in any manner for discrepancies or issues that might arise due to poor connectivity or network connections during online doctor consultations.

13.You accept and agree that the statements, opinions, advice, recommendations or digital prescriptions provided by third-party doctors through HealthSy’s website and mobile application do not reflect the company’s views and are not binding on us. The company bears no responsibility if you fail to follow medical advice or complete prescribed treatments.

6.6. HEALTHSYNERGY PROGRAMMES

HealthSynergy represents the Company's core initiative to connect users, members, customers and patients with a network of verified third-party partners, including doctors, third-party/partnered retail pharmacies, and home healthcare service providers, through technology-enabled intermediary services. All such third-party/partners undergo a mandatory verification and onboarding process, and only upon successful completion are they listed and activated on the HealthSy platform.

The HealthSynergy section of the platform is intended for informational access by users and operational access by verified third-party partners. Any registration attempts within this section by common users, spam accounts, or entities not professionally affiliated with the respective programmes shall be deemed invalid and non-actionable.

HealthSy Programmes Overview:

6.6.1. HealthSy Partnered Doctors Network Programme:

·         Programme Overview: This Programme connects users with a network of verified third-party doctors for both Online Doctor Consultations and In-Clinic Appointments. The Company acts as a technology aggregator, providing intermediary access through the dedicated mobile app "HealthSy-Doctors App".

·         Mobile App Access: Only third-party partnered doctors who have undergone verification and entered into a formal agreement with the Company shall have access to the "HealthSy-Doctors App." The app is strictly not intended for public or user/patient use. The app enables third-party partnered doctors to facilitate online doctor consultations and schedule in-clinic appointments, enhancing convenience for users/patients.

6.6.2. HealthSy Partnered Retail Pharmacies Network Programme:

·         Programme Overview: The main objective behind the "HealthSy Partnered Retail Pharmacies Network Programme" is to connect the local licensed third-party partnered retail pharmacies with the user who is trying to order prescribed medicines, OTCs, and healthcare product from the same locality. The Company acts as an aggregator, providing technology intermediary services through the "HealthSy for Pharmacies" mobile app.

·         Mobile App Access: Partnered retail pharmacies are equipped with a dedicated mobile app, "HealthSy for Pharmacies," facilitating the sale of medicines and healthcare products to the user/member. This includes both OTC items and prescription medications offered by the pharmacies directly to users/customers. This app is exclusively for third-party pharmacies that have been verified and successfully onboarded into the program. It is not intended for use by users/members/patients who are not part of the programme.

6.6.3. HealthSy Partnered Home Healthcare Service Providers Network Programme:

·         Programme Overview: The "HealthSy Partnered Home Healthcare Service Providers Network Programme" is part of HealthSynergy initiatives, specifically for registered Home Healthcare Service Providers Network under HealthSy. It establishes a collaborative relationship between third-party partnered home healthcare service providers and the company to deliver services to Users/Patients, following the signing of an Agreement/Letter of Understanding and due verification. The Company acts as an aggregator, providing technology intermediary services through the "HealthSy for HHSP" app.

·         Mobile App Access: Partnered Home Healthcare Service Providers are equipped with a dedicated mobile app, "HealthSy for HHSP," through which they facilitate the services offered to the Users/Patients directly at the location given by the user/member/patient. This app is exclusively for third-party service providers who have been verified and successfully onboarded into the program. It is not intended for use by users/members/patients who are not part of the programme.

6.6.4. InstaDoc by HealthSy:

·         Platform Overview: InstaDoc is a platform powered by HealthSy designed for registered third-party partnered doctors exclusively with general physicians. It facilitates a collaborative relationship between Partnered Doctors and the Company to provide services to Users/Patients, following the signing of an Agreement/Letter of Understanding and due verification. The Company acts as an aggregator, offering technology intermediary services through the "HealthSy InstaDoc" Android mobile app. Users/Patients can access instant online consultations from third-party partnered doctors registered on the platform, particularly from the General Physician specialization.

·         Mobile App Access: Third-PartyPartnered Doctors receive access to the "HealthSy InstaDoc" mobile app. This app enables Partnered Doctors to conduct Online Doctor Consultations directly with Users/Patients through chat or audio calls, utilizing check-in and check-out metrics for seamless service delivery. This app is exclusively for third-party partnered doctors who have been verified and successfully onboarded into the program. It is not intended for use by users/members/patients who are not part of the programme. The app enables third-party partnered doctors to facilitate online doctor consultations instantly for non-emergency purposes, enhancing convenience for users/members/patients.

These programmes are designed to improve healthcare access and convenience, promoting better health outcomes for users/members. This overview outlines each programme briefly, highlighting their purposes within the HealthSy framework. To More in detail go through the specific programmes T&C and Privacy Policies available in the Platform.

 7. PAYMENT TERMS IN GENERAL 

Registration on the Platform is currently free. However, “Users/Members/Customers/Patients” must pay applicable fees for availing services listed on the Platform, either to the Company or to the respective healthcare providers, via the prescribed payment methods discussed below. 

7.1. Payment Methods 

The "User/Member/Customer/Patient"(s) agrees and acknowledges that either online or offline payment methods shall be offered on the Platform for taking any of the services of the company. 

o    Online Payment: This payment method is available for all services offered by the company. It is facilitated through a third-party payment gateway, "Razorpay" which supports UPI (via ID or QR), GPay, Debit/Credit Cards, Net Banking, etc.  

o    Offline Payment: This method of payment is only available for specified services mentioned below subject to its availability : 

·         Pay on Delivery (POD) - for Order Medicines,

·         Pay at Clinic – for In-clinic appointments 

·         Pay to Service Provider Directly- for Home Healthcare Bookings 

·         Note: Any amount paid by cash or through any of the online payment methods that belong to the third-party or partnered healthcare providers is deemed to be paid directly to such third party, and the Company shall not be held responsible or liable for any disputes, deficiencies in service, delays, or non-performance related to such payments. The Company acts solely as a technology facilitator and does not assume ownership or responsibility for any such funds once paid to or intended for the third-party providers.

o   You agree and acknowledge that for all services availed, whether payment is made through online or offline methods, the entire payment amount is directed to the respective healthcare provider. The Company does not collect or charge any separate fee from Users/Patients/Customers. The Company only deducts its agreed listing/service fee from the healthcare provider and does not receive any independent or additional payment directly from the Users.

o   You agree and acknowledge that all online payments are processed via a third-party gateway "Razorpay," and are governed by its Terms & Conditions. By using the payment gateway, you agree to be bound by its policies.

o   You agree and acknowledge that we do not store your payment credentials. All payment details are securely handled by the payment gateway as per their data security and privacy practices.

o   You agree and acknowledge that you are solely responsible for the accuracy and legitimacy of the payment information that you provide. The Platform shall not be liable for any consequences resulting from incorrect or fraudulent credentials.

7.2. Promotional Offers: You agree and acknowledge that promotional codes, discounts, or offers may be applied at checkout, subject to individual terms including validity, eligibility, and single-use limits. Offers once used on a cancelled/returned order are forfeited and may not be reinstated. This adjustment will be clearly shown in the Bill Summary. Promotional discounts or cashbacks offered by third-party payment platforms are governed by their respective refund policies and will not be refunded by the Company. 

7.3. Bank/Payment Failures

The "Users/Members/Customers/Patients" accepts and agrees to the following: 

·         That in the event of an online payment attempt, if the transaction fails due to technical or network issues and the service is not confirmed, an alternate payment method such as "Pay on Delivery (POD), Pay at Clinic, Pay to Service Provider Directly" may be offered to complete the transaction but subject to availability. 

·         That for any online payments made through third-party payment gateways, the Company or the Platform shall not be held responsible for issues related to the underlying bank, including but not limited to: 

o    Authorization failures 

o     Exceeding transaction limits 

o     Technical payment issues 

o    Other transaction-related errors 

·         That if money is deducted but the order/service fails, the amount will be refunded to the User’s account within 24 hours. 

7.4. Modifications to the Payment Terms in General

The Company reserves the right to modify these payment terms at its discretion. Continued use of the Platform constitutes acceptance of such changes.

8. HEALTHSY PLUS MEMBERSHIP

8.1 Introduction

The "HealthSy Plus Membership" (“Membership”) is a premium subscription plan offered by the Company that provides eligible users with exclusive benefits including, but not limited to, free doctor consultations, free delivery, additional cashback on eligible orders, and discounts on Home Healthcare services, all subject to the terms specified in this policy.

The Membership is available to all registered users of the HealthSy platform and can be purchased for the following durations and prices:

·         3 Months – INR 499

·         6 Months – INR 999

·         12 Months – INR 1,499

Users may opt for any one of the above plans at the time of purchase.

8.2 Membership Benefits

8.3. Payment & Purchase Terms

·         HealthSy Plus Memberships can be purchased via Pay On Delivery (POD) while placing medicine or healthcare product orders, activation occurs only after the receipt of payment reflects from the next service.

·         HealthSy Credits or vouchers cannot be used to purchase the membership.

·         Coupons or promotional codes are not applicable to the membership itself. If the membership is bought in the same cart as other products or services, any coupons or credits will apply only to the other items, not to the membership fee.

·         The Membership becomes active upon successful confirmation of payment, regardless of payment methods.

·         Memberships cannot be purchased in combination with doctor appointments, home healthcare services bookings.

8.4. General Terms & Restrictions

·         Membership benefits are non-transferable, non-refundable, and linked solely to the purchaser’s registered account. Unused benefits (consultations, free delivery, etc.) expire at the end of the membership term and carry no cash value. Benefits misused or obtained via fraud, technical error, or policy violations are subject to forfeiture.

·         Cashback and delivery benefits apply only after successful completion of the relevant transaction or service;

·         Online consultations cover all standard medical specializations. However, super-specializations including but not limited to Nephrology, Oncology, Psychotherapy, Neurology, and Diabetology as well as consultations with premium or top-tier doctors, are expressly excluded from the plan. Further, any consultation cancelled by either the User or the assigned doctor shall be deemed as a consultation used.

·         HealthSy reserves the right, at any time and without notice, to modify, suspend, or terminate the membership program or any specific benefit. Misuse, fraud, technical errors, or policy violations may result in benefit forfeiture.

·         If a user cancels a scheduled online doctor consultation or if the consultation is cancelled by the doctor for any reason under, the consultation will still be counted as utilized under the HealthSy Plus Membership. No additional or replacement consultation or refund shall be provided in such cases.

·         Home Healthcare Service benefits apply only to prepaid bookings. Cash payments directly to providers will not be eligible for cashback or discounts.

9. HEALTHSY CREDITS

9.1. Nature and Purpose

HealthSy Credits is a closed, non-reloadable digital credit system integrated into your HealthSy account. It is offered exclusively for use within the HealthSy platform for cashback redemptions or other benefits as determined by the Company. It does not constitute a Prepaid Payment Instrument (PPI) under applicable laws.

9.2. Restrictions on Use

• Cash in the HealthSy Credits cannot be manually added by the user, withdrawn, redeemed for cash, or transferred to any bank account or wallet.
• It is not legal tender and does not earn interest or appreciate in value.
• It may only be used for eligible products or services explicitly enabled by the Company on the HealthSy platform.

9.3. How to Use

Cashbacks credited to your HealthSy Credit balance can be applied toward eligible future transactions on the HealthSy platform, subject to limitations. For each transaction, you may use up to 1% of the cart value, subject to a maximum of ₹100, irrespective of your total HealthSy Credit balance. The applicable amount will be auto-applied at checkout unless opted out. HealthSy Credits cannot be combined with other promotions or used on third-party platforms unless expressly permitted.

9.4. Validity and Expiry

·         HealthSy Credits may carry a specified expiration date, after which unused credits will lapse.

·         No prior notice will be provided unless legally required. The Company shall not be liable for expired or unused credits.

9.5. Non-Transferability

HealthSy Credits is linked exclusively to your registered HealthSy account and is non-transferable to any other person or third-party or account.

9.6. No Refunds

HealthSy Credits is non-refundable under any circumstances, including upon account termination, user-initiated deletion, or service discontinuation, unless required by law.

9.7. Suspension, Modification, or Forfeiture

The Company reserves the right to:

·         Modify, suspend, or discontinue the HealthSy Credits system at any time;

·         Cancel or restrict access in cases of misuse, fraud, or violations of applicable terms;

·         Forfeit credits issued or earned in violation of policies or due to technical errors.

9.8. Governing Policies

The use of HealthSy Credits is subject to these Terms & Conditions, the Privacy Policy, and any other relevant policies or promotional terms issued by the Company from time to time.

10. BLOGS

10.1. Accessing, sharing and usage of the blogs

Our platform features a dedicated Blogs section that provides users with informative and educational resources across a range of health-related topics. These blogs include general health tips, wellness advice, disease prevention, treatment options, lifestyle improvements, and related healthcare content under various engaging categories such as "Topic of the Month", "Trending Now" etc. Users are encouraged to access, read, and share this information through integrated share options available with each blog post.

The information is intended for personal and non-commercial use only. Republishing or redistribution of any content without our express permission is prohibited.

10.2. In the News Blogs

The "In the News" section of our blog features articles curated and published by our content team, focusing on current important topics and emergency health matters related to specific states, regions, or the country. The information presented here is sourced directly from original content. We do not create new content but rather curate and publish existing information from original sources in this section.

10.3. Featured Blogs

Featured Blogs are blogs written and published by external contributors such as third-party partnered doctors, healthcare professionals, and industry experts who are not employed by or part of the company. These blogs aim to provide diverse perspectives and specialized knowledge on various healthcare topics, thereby enriching the platform's content offering. They enhance the platform’s credibility, expand its reach by leveraging the authors’ networks, and offerreaders valuable insights from respected professionals in the field. The views expressed in featured blogs belong solely to the respective authors and do not represent the official views of HealthSy.

10.4. HealthSy Stories

HealthSy Stories are short video snippets, similar to reels or YouTube Shorts, created and published by HealthSy. These videos are informative, engaging, and sometimes entertaining, offering bite-sized content on health and wellness. Viewers can interact with these stories by liking, disliking, commenting or sharing. Users are expected to maintain respectful and constructive engagement, and any inappropriate or abusive content will be removed at our discretion and/or restrict access for users who violate these standards.

10.5. User-Generated Content

If users post comments or submit feedback, they are solely responsible for the content they share. By submitting content, users grant HealthSy a non-exclusive, royalty-free, perpetual, and worldwide license to use, publish, and distribute such content across our platform and associated channels. We reserve the right to moderate, edit, or remove any content that violates our policies or applicable laws.

10.6. Moderation Policy

HealthSy retains the right to review, moderate, or delete any comments, responses, or feedback submitted on blogs or HealthSy Stories that:

·         Violate intellectual property rights,

·         Contain offensive, defamatory, or discriminatory language,

·         Are deemed spam or irrelevant to the content,

·         Promote third-party products or services without consent.       

10.7. Sharing & Embedding Rules

Users are allowed to share blog links using integrated sharing tools provided within the platform. However, embedding, framing, or hotlinking blog content or videos to third-party websites or platforms is strictly prohibited without prior written permission from the company.

10.8. Language & Translation Disclaimer

In some cases, blog content may be translated into multiple languages to improve accessibility. In the event of any conflict or inconsistency between the translated version and the original English version, the English version shall prevail.

10.9. Promotional or Sponsored Content (if applicable or in future)

In some cases, blogs may include sponsored health content or awareness campaigns in partnership with verified healthcare brands or authorities. Such videos will be clearly marked to distinguish them from editorial content.

10.10. Disclaimer

·         Content is designed to be suitable for a general audience, but viewers under 18 are encouraged to watch under parental guidance where topics may relate to sensitive health themes.

·         The blog content is for informational purposes only and should not be treated as a substitute for professional medical advice, diagnosis, or treatment.

·         The content does not constitute scientific or clinical guidance and is not to be interpreted as authoritative or conclusive.

·         Readers are strongly advised to consult qualified healthcare professionals for any personal health concerns.

·         While we strive for accuracy, HealthSy makes no guarantees about the completeness, reliability, or suitability of any blog content.

·         All content is copyrighted and for personal, non-commercial use only.

·         Copying, republishing, or reproducing any part of the content on third-party platforms or websites is strictly prohibited and will result in legal action.

·         Unauthorized use of our blog URLs in third-party materials without prior consent is also prohibited.

10.11. Intellectual Property Notice

All content, including text, images, graphics, video, and other material featured in the Blogs section, is the intellectual property of AXAONE Technologies Private Limited or the respective third-party contributors, and is protected by applicable copyright, trademark, and other intellectual property laws.

10.12. Contact for Blog-Related Queries

For any questions, feedback, or requests for corrections related to blog content, you may contact us via the contact details provided in the platform or under the “Contact Us” section of this document.

10.13. Subject to Terms

All blog users must adhere to the general Terms and Conditions of the platform. Refer to Section 15 – License and Use of Content for broader usage restrictions.

11. CAREERS AT HEALTHSY

Our platform provides a dedicated "Careers" section offering job listings and employment opportunities within our organization. Users can browse job openings, view job descriptions, and apply for positions directly through the Platform. The purpose of this section is to enable interested candidates to engage with hiring opportunities in a transparent and structured manner. Users may apply directly by submitting personal information and relevant documents as required in each job listing

11.1. Application Process

Users may apply for available job opportunities through:

·         Our official website, under the Careers section;

·         LinkedIn, via official postings from the company.

Applicants are required to submit accurate personal and professional information, along with relevant documents such as resumes, certificates, or portfolios as specified in each job posting in the relevant format prescribed.  

11.2. User Responsibilities

·         Users consent to the processing of personal data as per the Privacy Policy.

·         By submitting an application through our platform, you confirm that the information and documents shared are accurate, up-to-date, and complete to the best of your knowledge.

·         False or misleading information may result in application rejection or job termination.

11.3.  Communication

The User acknowledges that submitting an application or scheduling an interview does not guarantee employment until an offer letter is formally issued by the Company and accepted by the User. The User agrees to receive communications from the Company regarding applications, shortlisting, interviews, and other recruitment steps through email, phone calls, letters, or other official contact details provided during the application process and such communications can be made only directly through company's official mail id or phone number. The Company generally takes 30–60 working days to review applications and respond. If you do not hear from us within 60 working days, it is likely that your application has not been shortlisted. We sincerely appreciate the time and effort you put into applying with us.

11.4. Use of Third-Party Platforms

·         Users may also apply through third-party platforms such as LinkedIn, etc.

·         However, applying through these portals does not guarantee employment or communication from our company.

·         We do not post jobs on third-party portals except LinkedIn. If you see our job listings elsewhere, verify them via our official website.

·         Applications made through third-party platforms are also subject to the terms and conditions and privacy policies of those platforms.

11.5. Disclaimer of Liability

·         While we strive to provide accurate and up-to-date job listings, we do not guarantee the accuracy, completeness, or reliability of any information provided.

·      Users are strongly advised to carefully review the job description, company profile, responsibilities, required qualifications, and skill requirements before applying to any position listed on the platform. It is the user's responsibility to ensure the opportunity aligns with their experience and career goals.

·         Users acknowledge that the decision to apply for a job and any consequences thereof are their sole responsibility. We disclaim any liability for damages or losses incurred as a result of using our platform for job searches or applications.

·         We are not responsible for any delays, technical issues, or third-party platform errors affecting job applications.

·         Any decisions to apply for a job, engage in interviews, or accept an offer are made solely at the applicant’s risk and discretion.

·         Users agree not to misuse the careers section for unauthorized purposes, including but not limited to, submitting fake applications, scraping job data, impersonating other individuals, or sharing misleading information.

·     HealthSy does not charge any fees for job applications, interview scheduling, or recruitment. If you encounter any individual or organization requesting payment on behalf of HealthSy, please report the matter immediately to our official contact channels. We take such incidents seriously and reserve the right to take appropriate legal action.

·         All the terms and conditions of this document are applicable to users availing job opportunities in the careers page. Any questions regarding this section, kindly contact us.

12. SUSTAINABILITY POLICY

At HealthSy, the idea of sustainability refers to the innovative ways in which our organization functions with the goal of having long-lasting impacts on the people we serve. This means that we have taken a lead in shaping the future of healthcare in an environmentally friendly and sustainable manner, to help thousands of people be healthier and happier. Sustainability here includes economic and social sustainability as well.

12.1. Initiatives:

a) Plastic Free Environment

To promote an environmentally friendly lifestyle, we prioritize minimizing and avoiding the use of plastic materials in our workplace. We actively strive to reduce our dependence on plastic by exploring alternative materials and adopting sustainable practices. This commitment to a greener workplace drives us to continuously seek out new ways to support our goal.

b) 100% Paperless System

The Company has made major strides toward replacing paper with digital ways of drafting things, leading to a more productive and eco-friendlier workplace. This transition has also helped us in safely maintaining our essential documents for future use.

c)Green Thinking in our Culture

At HealthSy/Company, we aim to inspire and empower individuals to make sustainable choices in their daily lives, creating a positive impact for both them and the environment. In this way, we educate our employees and partners about sustainability and our company's goals.

d) Feedback

            The company welcomes your feedback. Additionally, we provide an option for you to contribute suggestions specifically aimed at improving our sustainable initiatives. Your ideas on reducing environmental impact, enhancing community engagement, or promoting ethical practices are highly appreciated and will be carefully considered as part of our commitment to sustainability. You can access the sustainability policy webpage and drop in your feedback.

13. COMMUNICATION

13.1. By using the Platform and providing your contact information (mobile number and/or email address), you consent to receive communications from AXAONE TECHNOLOGIES PRIVATE LIMITED ("Company") and its authorized representatives, including but not limited to SMS, WhatsApp messages, emails, phone calls, or in-app notifications. These communications may relate to:

·         Transactional updates and confirmations;

·         Scheduled online doctor consultations;

·         In-clinic appointments;

·         Home healthcare bookings;

·         Order status and delivery;

·         Customer support and clarification;

·         Marketing and promotional offers;

·         Operational messages.

13.3. All kinds of communication will be sent only to your registered mobile number and/or email address provided at the time of registration or subsequently updated in your account settings. It is your sole responsibility to ensure that your contact details are accurate and up to date. The Company shall not be liable for any failure in communication arising from incorrect, outdated, or inaccessible contact information.

13.4. While the Company endeavors to send timely reminders or notifications for consultations, deliveries, and bookings, it does not guarantee delivery or receipt of such messages. The Company shall not be held responsible for any failure, delay, or omission in sending such notifications. The Company remains responsible for its own compliance with TRAI, DPDP Act, and telecom/data laws.

13.5. You agree and authorize the Company to contact you, including through calls or messages, for service-related clarifications, feedback, operational issues, or promotions. The Company shall ensure compliance with applicable regulations relating to telemarketing, DND preferences, and consent-based promotional messaging. You shall not hold the Company liable for claims arising from unauthorized or fraudulent use of your registered contact details by any third party.

13.6. To opt out of promotional and marketing communications, you may either:

·         Log in to your HealthSy account and adjust notification settings; or

·         Click the "Unsubscribe" link provided in promotional emails or newsletters

Note: Transactional and service-related messages may still be sent, even if you opt out of promotional communications, as they are essential to your use of the platform.

13.7. The Company may engage third-party communication service providers (e.g., SMS gateways, email services, WhatsApp API partners) to deliver messages on its behalf. Such providers are bound by confidentiality and data protection obligations.

13.8. Communication will primarily be sent in English. However, where feasible, the Company may provide regional language support to ensure clarity and better accessibility for users.

13.9. For any general concerns or discrepancies on the platform, you may write to support@healthsy.in or you may contact the Grievance Officer. Your concerns will be reviewed and acted upon appropriately.

13.10. Response Time:The Company strives to respond to your queries, feedback, or service-related concerns sent via registered communication channels within 2 to 3 working days from the date of receipt. However, the actual resolution time may vary depending on the nature and complexity of the issue.

14. LICENSE AND USE OF CONTENT

This platform is owned, controlled, and operated by AXAONE TECHNOLOGIES PRIVATE LIMITED (“COMPANY”). All content displayed, including but not limited to text, graphics, audio, videos, icons, software, and other materials (“Materials”), is protected by applicable copyright, trademark, and other intellectual property laws.

A. User License and Restrictions:

         i.            These Materials are provided to users solely for personal, non-commercial use. Your access to the platform is non-exclusive, non-transferable, revocable, and limited.

       ii.            You may not reproduce, copy, republish, upload, post, transmit, or distribute any Materials without prior written consent from the Company.

     iii.            You must not:

·         Modify or exploit the Materials for commercial purposes;

·         Use Materials on any other website or networked environment;

·         Circumvent or violate copyright protections

B. Third-Party Links:

The platform may contain links to third-party websites. The Company has no control over such websites and is not responsible for their content, availability, or services. In no event will we be liable for any loss or damage including without limitation, indirect or consequential loss or damage, or any loss or damage whatsoever arising from loss of data or profits arising out of, or in connection with, the use of this website. The inclusion of any links does not necessarily imply a recommendation or endorse the views expressed within them. Every effort is made to keep the website up and running smoothly.

D. Linking to Our Platform

a. You may not link our website or any URL associated with the Platform without obtaining our prior written consent or the manner prescribed in the platform.

b. Where such consent has been granted:

i. You may only provide links to our website from websites lawfully owned and controlled by you, and such linking must fully comply with these Terms & Conditions.

ii. Any link to our website must be presented in a manner that is fair, legal, and does not damage or take advantage of our reputation.

iii. You must not link to our website in any way that is:

·         Defamatory, misleading, or disparaging towards the Company or the Platform.

·         Suggestive of any form of partnership, association, endorsement, approval, or affiliation with us where none exists.

·         Harmful to our business or brand in any manner.

c. We reserve the right to withdraw linking permission at any time without notice. Upon such notification, you agree to promptly remove any and all links to our website.

D. Prohibited Content - Illegal, Harmful, or Offensive Content

The User shall not host, publish, display, upload, modify, transmit, or share any content on or through the Platform that:

                     i.            Violate any code of conduct or guideline which shall be applicable for or to any service offered on the Platform.

                    ii.             Infringes the rights (including intellectual property rights) of any third party;

                  iii.            Belongs to another person without lawful authority to do so;

                  iv.            Is false, harmful, harassing, defamatory, blasphemous, obscene, pornographic, paedophilic, or invasive of another’s privacy;

                   v.            Is hateful, racially or ethnically objectionable, or otherwise encourages money laundering or gambling, or violates any law in force;

                  vi.            Threatens or harms minors in any way;

                vii.            Deceives or misleads about the origin of such messages or contains information that is grossly offensive or menacing in nature;

              viii.            Contains software viruses or other malicious code designed to interrupt, destroy, or limit the functionality of any computer resource;

                  ix.            Impersonates another person or entity, or falsely represents the user’s affiliation with any person or organization;

                   x.            Abuses, harasses, threatens, or demeans others, or otherwise violates their legal rights;

                  xi.            Insults or incites hostility against the sovereignty, unity, integrity, defense, or security of India, its friendly relations with foreign states, public order, or promotes incitement to any cognizable offence.

15. INTELLECTUAL PROPERTY RIGHTS

The Company reserves and retains exclusive rights to all its intellectual property, including but not limited to:

·         Its brand name: “HealthSy”

·         Logos, product/service names, slogans

·         Website and mobile application design, layout, and proprietary technologies.

No individual, user, partner, or third-party is permitted to use, reproduce, or imitate the Company's intellectual property without prior written authorization. This includes:

·         Using the brand name, logo, or design for personal or commercial use;

·         Registering similar domain names, handles, or trademarks;

·         Presenting false affiliation with the Company;

·         Engaging in parody, defamation, or imitation of the brand.

Any unauthorized usage, infringement, or misuse of the Company’s intellectual property may result in:

·         Immediate termination of access or account;

·         Legal action for damages, injunctions, or prosecution under applicable laws;

·         Reporting to statutory authorities under IP and cyber laws.

Impersonation, brand dilution, false advertising or misleading representations involving the Company’s name or identity are strictly prohibited.

16. DISCLAIMER OF WARRANTIES AND LIMITATION OF LIABILITY

16.1.Acknowledgement and Assumption of Risk

The User agrees and acknowledges that by accessing and using the Platform, whether as a free user or a paid member, they do so with full understanding of the nature of the services, the limitations thereof, and the associated risks. Users are advised to exercise prudent judgment before availing any service listed on the platform.

Specifically, the User agrees and acknowledges that:

(a) The data submitted by the user is manually entered into the Platform’s database, and such data is maintained for easy reference and to streamline the services offered. The Platform does not guarantee real-time updates or completeness of data at all times.

(b) Any opinions, suggestions, or content related to healthcare or health issues generated on the Platform shall not be construed as expert medical opinion. Users must consult qualified healthcare professionals for any medical advice or diagnosis.

(c) The user avails services, including ordering medicines or consultations, at their own risk, and the Company shall not be held liable for any consequences arising therefrom.

(d) To the fullest extent permissible by law, the Company, its affiliates, officers, directors, employees, agents, licensors, service providers, or partners shall not be liable for any kind of loss or damage whether direct, indirect, incidental, consequential, special, or punitive arising out of the User’s use of the Platform or these Terms.

(e) The Platform acts solely as an aggregator of services and is not responsible for any medical outcomes, including injury, death, or other medico-legal issues. Responsibility for such outcomes lies entirely with the treating hospital, healthcare provider, or doctor.

(f) If the user chooses to engage with any third-party service provider (such as a doctor, pharmacy, or home healthcare provider) outside the Platform despite first interacting with them via the Platform, the User agrees and acknowledges that:

·         Such engagement is purely personal and independent of the Platform.

·         The Company is not responsible for any consequences, including financial disputes, medical outcomes, or personal harm, arising from such personal engagements.

·         The User assumes full responsibility for all risks and liabilities associated with such independent interactions.

(g) If any user makes a payment to a third party or an individual (including someone claiming to be an employee or representative of the Company) who falsely promises to facilitate registration, membership, or any associated service or benefit from the Company, and such individual is later found to be unauthorised or fraudulent, the Company shall bear no liability for such transaction.

(h) Users must use only official channels for purchases, registration, and service queries. The Company disclaims all liability for frauds by unauthorized persons claiming affiliation.

(i) Any violations may lead to account suspension, legal action, or reporting to authorities.

(j) These disclaimers and limitations of liability survive termination/expiry of  this agreement/document.

16.2.We are committed to providing the utmost good service and aim to always deliver a superlative user/customer service experience. However, the Company makes no express or implied warranties regarding:

·         Accuracy or reliability of content or information on the platform;

·         Availability, glitch-free or uninterrupted access;

·         Absence of viruses, bugs, or harmful components;

·         The efficacy of services offered by third-party healthcare providers.

16.3. Limitation of Liability

a)   Exclusion of Certain Damages

To the maximum extent permitted by applicable law, neither Party (the Company nor the User/Partner) shall be liable to the other for any direct, indirect, incidental, consequential, special, exemplary, or punitive damages, including but not limited to:

·         Financial or physical harm resulting from use of the Platform;

·         Errors, omissions, outdated or inaccurate information;

·         Payment transaction failures due to poor connectivity or other external factors;

·         Loss of profits, goodwill, data, or other intangible losses,
even if such Party has been advised of the possibility of such damages, and whether the claim arises in contract, tort (including negligence), strict liability, or any other legal theory.

b)   Cap on Liability

The total aggregate liability of either Party to the other, for all claims arising out of or relating to these Terms, whether in contract, tort, or otherwise, shall not exceed the total fees actually paid or payable by the User/Partner to the Company for the services giving rise to the claim during the twelve (12) months immediately preceding the event giving rise to such claim.

c)    Exceptions

The limitations in this Clause shall not apply to:

i. A Party’s liability for fraud, wilful misconduct, or gross negligence;

ii. A Party’s indemnification obligations under these Terms;

iii. Unauthorized use, disclosure, or breach of confidentiality obligations;

iv. Infringement of third-party intellectual property rights.

17.  USER CONDUCT AND PROHIBITED ACTIVITIES

The User agrees not to engage in any of the following activities on or through the Company's Platform, and understands that any such activity may result in account suspension, legal action, or reporting to authorities:

a)   Cybersecurity Threats and Technical Violations

                                 i.            Attempting to gain unauthorized access to the Company’s website, servers, systems, hardware, software, or data, whether through hacking, password mining, or other illicit means.

                             ii.        Posting, copying, submitting, uploading, or introducing to the Platform any malicious software or code, including but not limited to viruses, malware, spyware, adware, Trojan horses, worms, keystroke loggers, or any similar harmful programs.

                              iii.            Engaging in or attempting a Denial-of-Service (DoS) attack or any other act intended to overload or crash the Platform.

                              iv.            Using any automated tools including data mining tools, robots, bots, web crawlers, spiders, or similar technologies to extract or reproduce any content or data from the Platform.

                               v.            Probing, scanning, or testing the vulnerability of any part of the Platform or circumventing any security or authentication measures implemented by the Company.

                              vi.            Taking any action that violates applicable cybersecurity laws, including but not limited to the Computer Misuse Act, 1990, or its Indian equivalents.

                            vii.            Failing to maintain appropriate and updated anti-virus protection on the user’s own devices used to access the Platform.

             viii.     Commit any act that causes the Company to lose (in whole or in part) the Services of its Internet Establishment ("ISP") or in any manner disrupts the Services of any other supplier/service provider of the Company/Platform.

Note: The Company may report any breach or suspected breach of this clause to the relevant authorities and may disclose the user’s identity if legally required or deemed necessary.

b)   Other Prohibited User Conduct

                                 i.            resale of products or commercial use of the website or the Company's content or its services, unless explicitly authorized in writing by the Company,

                               ii.            collection, copying, or use of any product listings, service descriptions, pricing, or other proprietary content for competitive, derivative, or commercial purposes.

                             iii.            any access to or use of the website, services, or the Company's content for purposes not expressly permitted under these Terms, including but not limited to repurposing or misrepresenting such content.

                            iv.            using the Platform as a substitute for emergency medical services or relying on it for immediate medical assistance. In case of emergencies, Users must directly contact hospitals, emergency helplines, or ambulance services.

                              v.            any downloading or copying of any information on the Platform without authorization,

                            vi.            Representing, implying, or miscommunicating any false endorsement, affiliation, or partnership with the Company or its Platform, whether for commercial or personal benefit.

                   vii.       Posting any intentional negative feedback or comments or making false or malicious statements against the company/platform, third-party doctors, third-party pharmacies, or third-party home healthcare service providers without proper justification. This includes, but is not limited to, physical complaints, online comments, social media posts, blogs, or publications. If there is any issue, please submit a complaint to support@healthsy.in or address it legally through the appropriate jurisdiction.

                   viii.            Engaging in any form of abuse, harassment, or impersonation of any person or entity, including other users, service providers, or company representatives. Such behavior is strictly prohibited and may result in suspension, termination, or legal action

18. GEOGRAPHIC RESTRICTIONS

a. The services, content, and features provided by the Company through the Platform are intended solely for access and use by individuals and entities located within the territory of India. The Company makes no representation or warranty that the services are appropriate or legally permitted for use in jurisdictions outside India.

b. Users accessing or using the Platform from locations where such use is unlawful or restricted do so at their own risk. Such users are solely responsible for compliance with local laws, if and to the extent applicable.

c. The Company expressly disclaims all liability for any access or use of the Platform from outside India that is unauthorised, unlawful, or contrary to these Terms & Conditions.

d. The Company reserves the right, at its sole discretion, to limit or restrict access to the Platform or specific services to any person, geographic area, or jurisdiction, at any time and without prior notice.

19. DISCLOSURE AND ENFORCEMENT

a. The "User" expressly authorises the Company/Platform to disclose any information in its possession pertaining to the "User" to law enforcement agencies or other governmental authorities, if the Company, in its sole discretion, deems such disclosure necessary or appropriate for investigating or resolving potential legal violations, especially those involving personal injury, fraud, cybercrime, or intellectual property infringement.

b. The "User" acknowledges that the Company may also be compelled to disclose such information pursuant to a valid judicial order, statutory requirement, regulation, or official request.

c. The "User" agrees to complete all transactions in good faith, including making full payment upon confirming acceptance of any service, product, or offering. Users shall not falsely indicate acceptance or initiate transactions they do not intend to complete.

d. The "User" agrees to use the services of the Company and its affiliates, consultants, and contractual partners only for lawful and authorised purposes. Any misuse of the Platform for illegal activities or purposes not permitted under these Terms is strictly prohibited.

20. SUSPENSION OF USER ACCESS AND ACTIVITY

Without prejudice to any other rights or remedies available in law or equity, the Company reserves the right, at its sole discretion, to suspend, restrict, or terminate the access, account, or activity of any user on the Platform, either temporarily or permanently, with or without prior notice, and with or without assigning any reason, in any of the following circumstances:

a. If the "User" is in breach of any of these Terms and Conditions, the Privacy Policy, or any other policies, guidelines, or rules issued by the Company from time to time.

b. If the "User” has provided wrong, inaccurate, incomplete, or incorrect or outdated information during registration or at any other point during their use of the Platform.

c. If the "User's" conduct, actions, or omissions are reasonably believed to pose a risk of harm, loss, liability, or damage to other users, third parties, the Company, or the integrity and operation of the Platform.

d. If the "User" engages in conduct that is unlawful, fraudulent, abusive, or otherwise violates applicable laws or misuses the Platform or its services in any manner, including but not limited to bulk purchasing, resale, or commercial exploitation of services.

e. If the "User" engages in repeated violations of Company policies or commits a single violation that is serious in nature, the Company reserves the right to take any action it deems necessary, including but not limited to, issuing warnings, restricting account functionality, or permanently terminating access.

f. If the "User" is reasonably believed to pose a threat to national security, public safety, or the integrity of the Platform, or is otherwise engaged in activities contrary to applicable security regulations.

g. If the Company is required to take such action i.e suspension of any user(s) access or activity in order to comply with applicable law, legal process, regulatory directive, governmental order, or judgment of a court of competent jurisdiction.

Note: The Company shall not be held liable for any consequences, loss, or damages arising out of such suspension, restriction, or termination of access or services. The user shall have no claim or remedy against the Company in such cases.

21. FORCE MAJEURE

Neither the Company nor the Platform shall be held liable for any failure or delay in performance of its obligations under these Terms and Conditions if such failure or delay arises from or is attributable to events beyond its reasonable control (“Force Majeure Events”), including but not limited to:

·         Acts of God, such as floods, earthquakes, storms, or natural disasters;

·         War, terrorism, armed conflict, or acts of public enemies;

·         Riot, civil unrest, or sabotage;

·         Fire, explosion, or accidental damage;

·         Labour strikes, lockouts, or other industrial disputes;

·         Epidemics, pandemics, or outbreaks of communicable diseases;

·         Governmental restrictions, regulations, or orders (including lockdowns or emergency declarations);

·         Internet outages, cyber-attacks, denial-of-service attacks, interruptions in telecommunications, electricity, or transportation infrastructure;

·         Failure or disruption of communication lines or submarine cable cuts;

·         Any other similar events beyond the control of the Company or the Platform.

In such cases, the affected obligations shall be suspended for the duration of the Force Majeure Event. The Company shall make reasonable efforts to notify affected users of the event and shall resume performance as soon as reasonably practicable once the event is resolved.

Force Majeure shall not excuse any payment obligations that became due and payable prior to the occurrence of such event.

22. INDEMNITY

The "Users" of this Platform agree to indemnify, defend, and hold harmless the Company and the Platform, including their respective directors, officers, employees, agents, consultants, and licensors (collectively, the "Indemnified Parties") from and against any and all losses, liabilities, claims, damages, demands, costs, and expenses (including reasonable legal fees, disbursements, and interest thereon) arising out of or relating to:

i. Any breach or non-performance of these Terms & Conditions, including SOPs, representations, warranties, covenants, or obligations of the User.

ii. Any violation of applicable law or infringement of third-party rights by the User.

iii. Any unauthorized, fraudulent, or malicious use of the Platform or its services by the User or any person acting on their behalf or using their credentials.

iv. Any third-party claims arising from content submitted, transmitted, or otherwise made available by the User through the Platform.

Similarly, the Company agrees to indemnify, defend, and hold harmless the Users from and against any and all losses, liabilities, claims, damages, demands, costs, and expenses (including reasonable legal fees, disbursements, and interest thereon) arising out of or relating to:

i. Any material breach of these Terms & Conditions, including representations, warranties, covenants, or obligations of the Company.

ii. Any violation of applicable law by the Company in connection with the operation of the Platform.

iii. Any third-party claims alleging infringement of intellectual property rights arising out of the Platform or its services (excluding user-generated content).

iv. Any loss or damage caused by the Company’s gross negligence, wilful misconduct, or unauthorized disclosure of User’s personal data.

A. Right to Control Defence

Notwithstanding the User’s indemnification obligations, the Company reserves the right, at its sole discretion and expense, to assume exclusive control of the defense of any matter otherwise subject to indemnification, in order to protect its interests. The User shall remain liable for all resulting losses, costs, or expenses. The User shall fully cooperate with the Company in defending such claims, including by:

·         Providing all relevant documents and information;

·         Assisting in legal procedures as may be reasonably required;

·         Refraining from any act or omission that may compromise the Company’s defence or position.

B. Joint and Several Liability

If more than one User is involved in any action that gives rise to indemnification liability, such Users shall be jointly and severally liable to the Indemnified Parties.

C. Survival

This indemnity obligation shall survive any termination, expiration, suspension, or modification of these Terms and/or the User’s use of the Platform.

D. Use by Third Parties

This indemnity shall apply regardless of whether the Platform was accessed or used by the User personally or by any third party using their credentials, whether with or without authorization.

23. AMENDMENT

The Company reserves the right to modify or update these Terms and Conditions from time to time to reflect changes in legal, regulatory, business, or operational requirements.

·         The Company may provide reasonable notice of material changes by way of email, in-app notifications, or updates on the Platform.

·         Continued use of the Platform after the effective date of the revised Terms will be deemed acceptance of the changes.

·         If you do not agree to the revised Terms, you may discontinue use of the Platform and request account closure, in which case your existing rights and obligations up to the date of termination shall remain unaffected.

·         If you comply with these terms and conditions, we grant you a personal, non-exclusive, revocable, non-transferable, limited privilege to access and use the website and mobile application.

24. SEVERABILITY

If any provision/clause of these terms is held to be invalid, illegal, or unenforceable by any court or authority of competent jurisdiction, the validity, legality, and enforceability of the remaining provisions/clauses of these terms shall in no way be affected or impaired thereby, and each such provision/clause of these terms shall be valid and enforceable to the fullest extent permitted by law. In such case, these terms shall be reformed to the minimum extent necessary to correct any invalidity, illegality, or unenforceability, while preserving to the maximum extent the original intention, and commercial expectations of the partners hereto, as expressed herein.

25. WAIVER

No failure or delay by either Party in exercising any right, power, or remedy under these Terms & Conditions shall operate as a waiver of that right, power, or remedy. Any waiver of any provision of these Terms will be effective only if in writing and signed by an authorized representative of the Party granting such waiver. Any waiver granted shall be specific to the instance in question and shall not operate as a waiver of any future breach, default, or obligation, even if similar in nature. The rights and remedies of each Party under these Terms are cumulative and not exclusive of any rights or remedies provided by law or equity.

26. PRIVACY POLICY

The sharing of information and the confidentiality of such information shall be governed by the Privacy Policy of HealthSy. The "Users" are strongly advised to read the Privacy Policy thoroughly, as it forms an integral part of these Terms and Conditions. The Privacy Policy explains how the Company collects, uses, shares, processes, and safeguards your information, including the safety and security practices adopted.

Where services are provided by third-party or partnered pharmacies, doctors, or home healthcare service providers, HealthSy may issue Standard Operating Procedures (SOPs) and guidelines relating to information handling and confidentiality, which such third parties are required to adhere to while providing services through the HealthSy platform. Compliance with such SOPs shall not relieve third parties of their independent legal obligations under applicable data protection and confidentiality laws. HealthSy shall not be responsible for any breach or misuse of information by such third parties beyond its reasonable control, except as required under applicable law.

27. DISPUTE RESOLUTION CLAUSE

It is expressly agreed to by the Users and the Company (hereby both referred to parties) that the formation, interpretation, and performance of these Terms and any issues/disputes/claims/breach arising therefrom shall be resolved through a two-step Alternate Dispute Resolution (“ADR”) mechanism.

(a) Mediation

In the event of any dispute, controversy, or claim arising out of or relating to these Terms, including any question regarding its existence, validity, interpretation, performance, or termination ("Dispute"), the Parties shall first attempt to resolve such Dispute amicably through good-faith negotiations within 30 (thirty) days from the date on which one Party notifies the other in writing of the existence of a Dispute. If the Parties are unable to reach such an amicable solution within thirty (30) days of one Party communicating the existence of any disputes to any other Party in writing, the dispute shall proceed to arbitration.

(b) Arbitration

If mediation fails, the dispute shall be finally resolved by arbitration in accordance with the Arbitration and Conciliation Act, 1996 and any subsequent amendments.

·         A sole arbitrator shall be appointed mutually by the Parties.

·         If the Parties are unable to agree on an arbitrator within 15 days, either Party may approach a court of competent jurisdiction to appoint one in accordance with Section 11 of the Act.

·         The language of the arbitration shall be English, and the seat and venue of arbitration shall be Coimbatore, Tamil Nadu, India.

·         Each Party shall bear its own costs unless otherwise determined by the arbitrator.

·         The arbitral award shall be final and binding.

(c) Exclusions of Arbitration

The Parties agree that the following matters shall be excluded from the scope of arbitration and shall not be subject to mandatory arbitration proceedings:

1.      Routine User Grievances:

This includes, but is not limited to:

o    Payment reconciliation issues involving amounts below ₹5,000 (Rupees Five Thousand).

o    Order delivery complaints.

o    Customer support-related queries and complaints.

Such routine grievances shall be addressed through the Platform’s internal customer support process via support@healthsy.in and do not constitute arbitrable disputes unless escalated into legal claims above the monetary threshold mentioned below.

2.      Low-Value Claims:

Any dispute or claim, whether contractual or otherwise, arising between the User and the Company, where the aggregate claim value is less than ₹1,00,000 (Rupees One Lakh), shall not be subject to mandatory arbitration. These disputes may be resolved through:

o    Internal escalation channels;

o    Direct mediation;

o    Or by filing suit before the appropriate courts in Coimbatore, Tamil Nadu as an exclusive jurisdiction.

3.      Non-Arbitral Matters:

Disputes that are expressly declared non-arbitrable under Indian law, including but not limited to:

o    Criminal allegations,

o    Intellectual property rights enforcement,

o    Insolvency and winding-up proceedings,

o    Consumer complaints under the Consumer Protection Act, 2019,

shall not be subject to arbitration and may be resolved through litigation before the competent courts having jurisdiction.

(d) Governing Law:

These Terms, and any disputes arising therefrom, shall be governed by and construed in accordance with the laws of India, without regard to its conflict of law principles. Subject to the arbitration clause above, the courts in Coimbatore, Tamil Nadu, shall have exclusive jurisdiction over any disputes arising out of or in connection with these Terms, including their validity, interpretation, performance, and termination.

(e) No Class Actions or Group Proceedings

The User agrees that any Dispute shall only be resolved on an individual basis and not in any collective or class action capacity. Consolidated or representative proceedings are not permitted.

(f) Opt-Out of Arbitration Clause

The User shall have the right to opt out of the arbitration mechanism provided herein, without affecting the validity or enforceability of the remainder of these Terms & Conditions.

The User may exercise this right by submitting a written notice or email in accordance with the procedure outlined in Clause 27 (Notice and Grievances Clause), within thirty (30) days from the date of acceptance of these Terms.

If the Company does not receive a valid opt-out request within the specified thirty (30) day period, the User shall be deemed to have irrevocably consented to the arbitration clause as outlined in these Terms.

Consequences of Opting Out:

By opting out, the User agrees that any disputes, claims, or disagreements shall be subject to the exclusive jurisdiction of the competent civil courts in Coimbatore, Tamil Nadu, India, and governed by the laws of India.

Withdrawal of Opt-Out Request:

To withdraw a previously submitted opt-out request, the User must follow the procedure outlined in the Notices and Grievances Clause of this terms (refer to clause).

28. NOTICES AND GRIEVANCES

28.1. Any legal notice, communication, or grievance intended to be addressed to the Company shall be sent either:

·         In writing, to the Company’s registered address; or

·         By email, to the designated Grievance Redressal Officer.

28.2. All such notices or grievances must be in English and shall be deemed to have been duly communicated along with:

1.      Full name and contact details of the complainant

2.      Nature and description of the grievance

3.      Relevant supporting documents or evidence (if any)

4.      The specific URL or content (if applicable) involved

5.      A declaration that the information provided is true and correct

28.3 Grievance Officer Details

In accordance with the Information Technology Act, 2000 and the Rules made thereunder, the name and contact details of the designated Grievance Officer for the Company are as follows:

Name: Mr. Arul Srinivasan

Designation: Grievance Officer

Email: grievance.officer@healthsy.in

Mobile Number:+91 7603944039

Address:AXAONE TECHNOLOGIES PRIVATE LIMITED,

       43/2 & 43/3, Second Floor, Tulasi Damu Arcade,

       Sathy Road, Ganapathy,

       Coimbatore,

       Tamil Nadu – 641006

Working Hours: Monday to Friday, 10:00 AM to 6:00 PM IST

28.4 Lodging a Grievance

Users may submit grievances or concerns regarding any content on the Platform, or any other matter relating to the use of the Platform, including but not limited to:

·         Violation of these Terms & Conditions or Privacy Policy

·         Offensive or harmful content

·         Unauthorized use of personal data

·         Intellectual property violations

28.5. Redressal Timeline

Upon receipt of a valid grievance, the Grievance Officer shall:

·         Acknowledge the grievance within 24 hours of its receipt, and

·         Endeavour to resolve it within 15 (fifteen) days from the date of the acknowledgement.

In certain cases, resolution may take longer, in which case the complainant will be informed of the extended timeline.

Please note that on certain national and public holidays, the contact number(s) mentioned on this policy might not be functional.

28.6. Appeals

If the User is dissatisfied with the resolution provided by the Grievance Officer, the User may escalate the matter to higher authorities within the Company or pursue the remedies available under applicable laws.

29. CONTACT US

If you have any questions about this policy, the practices of the platform, or your experience with the service provided by the "Company" and the Platform, you can contact us at support@healthsy.in.

We appreciate your trust in HealthSy. Thank you for choosing us to support your health and wellness journey.