Privacy Policy
Date Last Revised: 28 Sep 2019
Redheal (“Website/Mobile Application”) operated by Medoske
Technologies Private Limited (“Company/we/us”) recognizes
the importance of maintaining your privacy. The company is committed to
maintaining the confidentiality, integrity and security of all
information of our users. This Privacy Policy explains how we collect,
use, share, disclose and protect Personal information about the Users of
the Services, including and the visitors of Website (jointly and
severally referred to as “you” or “Users” in
this Privacy Policy).
This Privacy Policy is published in compliance of the (Indian)
Information Technology Act, 2000 and the rules, regulations, guidelines
and clarifications framed thereunder, including the (Indian) Information
Technology (Reasonable Security Practices and Procedures and Sensitive
Personal Information) Rules, 2011 (SPI Rules).
Please read this privacy policy carefully and see below for details on
what type of information we may collect from you, how that information
is used about the services offered through our Website and shared with
our business partners. This Privacy Policy applies to current and former
visitors and customers to the Website.
WHY THIS PRIVACY POLICY ?
This Privacy Policy is published in compliance with, inter alia:
- Section 43A of the Information Technology Act, 2000;
- Regulation 4 of the Information Technology (Reasonable Security
Practices and Procedures and Sensitive Personal Information) Rules, 2011 (the “SPI
Rules”);
- Regulation 3(1) of the Information Technology (Intermediaries
Guidelines) Rules, 2011.
This Privacy Policy states the following:
- The type of information collected from the Users, including Personal
Information (as defined in paragraph 2 below) and Sensitive Personal
Data or Information (as defined in paragraph 2 below) relating to an
individual;
- The purpose, means and modes of collection, usage, processing,
retention and destruction of such information; and
- How and to whom Redheal will disclose such information.
COLLECTION OF PERSONAL INFORMATION
When you access the Services, or through any interaction with us via
emails, telephone calls or other correspondence, we may ask you to
voluntarily provide us with certain information that personally
identifies you or could be used to identify you personally. You hereby
consent to the collection of such information by the Company. Without
prejudice to the generality of the above, information collected by us
from you may include (but is not limited to) the following:
- contact data (such as your full name, email address and phone
number);
- demographic data (such as your gender, your date of birth and your
pin code);
- data regarding your usage of the services and history of the
appointments made by or with you through the use of Services;
- data regarding your medical records history; and insurance
data;
- other information that you voluntarily choose to provide to us (such
as information shared by you with us through emails or letters).
The information collected from you by the Company may constitute
‘personal information’ or ‘sensitive personal data or
information’ under the SPI Rules.
“Personal Information” is defined under the SPI Rules to mean any information that relates to
a natural person, which, either directly or indirectly, in combination
with other information available or likely to be available to a body
corporate, is capable of identifying such person.
The SPI Rules further define “Sensitive Personal Data or
Information” of a person to mean personal information about that
person relating to:
- passwords;
- financial information such as bank accounts, credit and debit card
details or other payment instrument details;
- physical, physiological and mental health condition;
- sexual orientation;
- medical records and history;
- information received by body corporate under lawful contract or
otherwise;
- visitor details as provided at the time of registration or
thereafter; and
- call data records.
To the extent necessary to provide Users with the Services, offers and
promotions through the Website, Company may provide your Personal
Information to third party(ies) who work on behalf of or with Company to
provide the Users with such Services, offers and promotions, to help
Company communicate with Users or to maintain the Website. In such
circumstances, you consent to us disclosing your Personal Information to
such third parties and contractors, solely for the intended purposes
only.
However, Company will be free to use, collect and disclose information
that is freely available about you in the public domain without your
consent.
PURPOSES OF COLLECTION OF YOUR DATA
- 3.1ALL USERS NOTE:
- This section applies to all users.
- 3.1.1Accordingly, a condition of each User’s use of and access to
the Services is their acceptance of the Terms of Use, which also
involves acceptance of the terms of this Privacy Policy. Any User that
does not agree with any provisions of the same has the option to
discontinue the Services provided by Redheal immediately.
- 3.1.2An indicative list of information that Redheal may require you to
provide to enable your use of the Services is provided in the Schedule
annexed to this Privacy Policy.
- 3.1.3All the information provided to Redheal by a User, including Personal
Information or any Sensitive Personal Data or Information, is
voluntary. You understand that Redheal may use certain information of
yours, which has been designated as Personal pnsInformation or
‘Sensitive Personal Data or Information’ under the SPI
Rules, (a) for the purpose of providing you the Services, (b) for
commercial purposes and in an aggregated or non-personally
identifiable form for research, statistical analysis and business
intelligence purposes, (c) for sale or transfer of such research,
statistical or intelligence data in an aggregated or non-personally
identifiable form to third parties and affiliates (d) for
communication purpose so as to provide You a better way of booking
appointments and for obtaining feedback in relation to the
Practitioners and their practice, (e) debugging customer support
related issues.. (f) for the purpose of contacting you to complete any
transaction if you do not complete a transaction after having provided
us with your contact information in the course of completing such
steps that are designed for completion of the transaction. Redheal
also reserves the right to use information provided by or about the
End-User for the following purposes:
- Publishing such information on the Website.
- Contacting End-Users for offering new products or services.
- Contacting End-Users for taking product and Service feedback.
- Analyzing software usage patterns for improving product design and
utility.
- Analyzing anonymized practice information for commercial use.
- If you have voluntarily provided your Personal Information to Redheal
for any of the purposes stated above, you hereby consent to such
collection and use of such information by Redheal. However, Redheal
shall not contact You on Your telephone number(s) for any purpose
including those mentioned in this sub-section 4.1(iii), if such
telephone number is registered with the Do Not Call registry
(“DNC Registry”) under the PDPA without your express,
clear and un-ambiguous written consent.
- 3.1.4Collection, use and disclosure of information which has been
designated as Personal Information or Sensitive Personal Data or
Information’ under the SPI Rules requires your express consent.
By affirming your assent to this Privacy Policy, you provide your
consent to such use, collection and disclosure as required under
applicable law.
- 3.1.5Redheal does not control or endorse the content, messages or
information found in any Services and, therefore, Redheal specifically
disclaims any liability with regard to the Services and any actions
resulting from your participation in any Services, and you agree that
you waive any claims against Redheal relating to same, and to the
extent such waiver may be ineffective, you agree to release any claims
against Redheal relating to the same.
- 3.1.6You are responsible for maintaining the accuracy of the information
you submit to us, such as your contact information provided as part of
account registration. If your personal information changes, you may
correct, delete inaccuracies, or amend information by making the
change on our member information page or by contacting us through
info@redheal.com. We will make good faith efforts to make requested
changes in our then active databases as soon as reasonably
practicable. If you provide any information that is untrue,
inaccurate, out of date or incomplete (or becomes untrue, inaccurate,
out of date or incomplete), or Redheal has reasonable grounds to
suspect that the information provided by you is untrue, inaccurate,
out of date or incomplete, Redheal may, at its sole discretion,
discontinue the provision of the Services to you. There may be
circumstances where Redheal will not correct, delete or update your
Personal Data, including (a) where the Personal Data is opinion data
that is kept solely for evaluative purpose; and (b) the Personal Data
is in documents related to a prosecution if all proceedings relating
to the prosecution have not been completed.
- 3.1.7If you wish to cancel your account or request that we no longer use
your information to provide you Services, contact us through
support@redheal.com . We will retain your information for as
long as your account with the Services is active and as needed to
provide you the Services. We shall not retain such information for
longer than is required for the purposes for which the information may
lawfully be used or is otherwise required under any other law for the
time being in force. After a period of time, your data may be
anonymity and aggregated, and then may be held by us as long as
necessary for us to provide our Services effectively, but our use of
the anonymized data will be solely for analytic purposes. Please note
that your withdrawal of consent, or cancellation of account may result
in Redheal being unable to provide you with its Services or to
terminate any existing relationship Redheal may have with you.
- 3.1.8If you wish to opt-out of receiving non-essential communications such
as promotional and marketing-related information regarding the
Services, please send us an email at support@redheal.com .
- 3.1.9Redheal may require the User to pay with a credit card, wire
transfer, debit card or cheque for Services for which subscription
amount(s) is/are payable. Redheal will collect such User’s
credit card number and/or other financial institution information such
as bank account numbers and will use that information for the billing
and payment processes, including but not limited to the use and
disclosure of such credit card number and information to third parties
as necessary to complete such billing operation. Verification of
credit information, however, is accomplished solely by the User
through the authentication process. User’s credit-card/debit
card details are transacted upon secure sites of approved payment
gateways which are digitally under encryption, thereby providing the
highest possible degree of care as per current technology. However,
Redheal provides you an option not to save your payment details. User
is advised, however, that internet technology is not full proof safe
and User should exercise discretion on using the same.
- 3.1.10Due to the communications standards on the Internet, when a User or
the End-User or anyone who visits the Website, Redheal automatically
receives the URL of the site from which anyone visits. Redheal also
receives the Internet Protocol (IP) address of each User’s
computer (or the proxy server a User used to access the World Wide
Web), User’s computer operating system and type of web browser
the User is using, email patterns, as well as the name of User’s
ISP. This information is used to analyze overall trends to help
Redheal improve its Service. The linkage between User’s IP
address and User’s personally identifiable information is not
shared with or disclosed to third parties. Notwithstanding the above,
Redheal may share and/or disclose some of the aggregate findings (not
the specific data) in anonymized form (i.e., non-personally
identifiable) with advertisers, sponsors, investors, strategic
partners, and others in order to help grow its business.
- 3.1.11The Website uses temporary cookies to store certain (that is not
sensitive personal data or information) that is used by Redheal and
its service providers for the technical administration of the Website,
research and development, and for User administration. In the course
of serving advertisements or optimizing services to its Users, Redheal
may allow authorized third parties to place or recognize a unique
cookie on the User’s browser. The cookies however, do not store
any Personal Information of the User. You may adjust your internet
browser to disable cookies. If cookies are disabled you may still use
the Website, but the Website may be limited in the use of some of the
features.
- 3.1.12A User may have limited access to the Website without creating an
account on the Website. Unregistered Users can make appointments with
the doctors by providing their name and phone number. In order to have
access to all the features and benefits on our Website, a User must
first create an account on our Website. To create an account, a User
is required to provide the following information, which such User
recognizes and expressly acknowledges is Personal Information allowing
others, including Redheal, to identify the User: name, User ID, email
address, country, ZIP/postal code, age, phone number, password chosen
by the User and valid financial account information. Other information
requested on the registration page, including the ability to receive
promotional offers from Redheal, is optional. Redheal may, in future,
include other optional requests for information from the User to help
Redheal to customize the Website to deliver personalized information
to the User.
- 3.1.13This Privacy Policy applies to Services that are owned and operated
by Redheal. Redheal does not exercise control over the sites displayed
as search results or links from within its Services. These other sites
may place their own cookies or other files on the Users’
computer, collect data or solicit personal information from the Users,
for which Redheal is not responsible or liable. Accordingly, Redheal
does not make any representations concerning the privacy practices or
policies of such third parties or terms of use of such websites, nor
does Redheal guarantee the accuracy, integrity, or quality of the
information, data, text, software, sound, photographs, graphics,
videos, messages or other materials available on such websites. The
inclusion or exclusion does not imply any endorsement by Redheal of
the website, the website's provider, or the information on the
website. If you decide to visit a third party website linked to the
Website, you do this entirely at your own risk. Redheal encourages the
User to read the privacy policies of that website.
- 3.1.14The Website may enable User to communicate with other Users or to
post information to be accessed by others, whereupon other Users may
collect such data. Such Users, including any moderators or
administrators, are not authorized Redheal representatives or agents,
and their opinions or statements do not necessarily reflect those of
Redheal, and they are not authorized to bind Redheal to any contract.
Redheal hereby expressly disclaims any liability for any reliance or
misuse of such information that is made available by Users or visitors
in such a manner.
- 3.1.15Redheal does not collect information about the visitors of the
Website from other sources, such as public records or bodies, or
private organizations, save and except for the purposes of
registration of the Users (the collection, use, storage and disclosure
of which each End User must agree to under the Terms of Use in order
for Redheal to effectively render the Services).
- 3.1.16Redheal maintains a strict "No-Spam" policy, which means
that Redheal does not intend to sell, rent or otherwise give your
e-mail address to a third party without your consent.
- 3.1.17Redheal has implemented best international market practices and
security policies, rules and technical measures to protect the
personal data that it has under its control from unauthorized access,
improper use or disclosure, unauthorized modification and unlawful
destruction or accidental loss. However, for any data loss or theft
due to unauthorized access to the User’s electronic devices
through which the User avails the Services, Redheal shall not be held
liable for any loss whatsoever incurred by the User.
- 3.1.18Redheal implements reasonable security practices and procedures and
has a comprehensive documented information security programmer and
information security policies that contain managerial, technical,
operational and physical security control measures that are
commensurate with respect to the information being collected and the
nature of Redheal’s business.
- 3.1.19Redheal takes your right to privacy very seriously and other than as
specifically stated in this Privacy Policy, will only disclose your
Personal Information in the event it is required to do so by law,
rule, regulation, law enforcement agency, governmental official, legal
authority or similar requirements or when Redheal, in its sole
discretion, deems it necessary in order to protect its rights or the
rights of others, to prevent harm to persons or property, to fight
fraud and credit risk, or to enforce or apply the Terms of Use.
- 3.2 PRACTITIONERS NOTE:
- This section applies to all Practitioners.
- 3.2.1As part of the registration as well as the application creation and
submission process that is available to Practitioners on Redheal,
certain information, including Personal Information or Sensitive
Personal Data or Information is collected from the
Practitioners.
- 3.2.2All the statements in this Privacy Policy apply to all Practitioners,
and all Practitioners are therefore required to read and understand
the privacy statements set out herein prior to submitting any Personal
Information or Sensitive Personal Data or Information to Redheal,
failing which they are required to leave the Services, including the
Website immediately.
- 3.2.3Practitioners’ personally identifiable information, which they
choose to provide to Redheal, is used to help the Practitioners
describe and identify themselves. This information is exclusively
owned by Redheal You will be the owner of your information and you
consent to Redheal collecting, using, processing and/or disclosing
this information for the purposes hereinafter stated . Redheal may use
such information for commercial purposes and in an aggregated or
non-personally identifiable form for research, statistical analysis
and business intelligence purposes, and may sell or otherwise transfer
such research, statistical or intelligence data in an aggregated or
non-personally identifiable form to third parties and affiliates.
Redheal also reserves the right to use information provided by or
about the Practitioner for the following purposes:
- Publishing such information on the Website.
- Contacting Practitioners for offering new products or services
subject to the telephone number registered with the DNC
Registry.
- Contacting Practitioners for taking product feedback.
- Analyzing software usage patterns for improving product design and
utility.
- Analyzing anonymity practice information including financial, and
inventory information for commercial use.
- 3.2.4Redheal automatically enables the listing of Practitioners’
information on its Website for every ‘Doctor’ or
‘Clinic’ added to a Practice using its software. The
Practitioner information listed on Website is displayed when End-Users
search for doctors on Website, and the Practitioner information listed
on Website is used by End-Users to request for doctor appointments.
Any personally identifiable information of the Practitioners listed on
the Website is not generated by Redheal and is provided to Redheal by
Practitioners who wish to enlist themselves on the Website, or is
collected by Redheal from the public domain. Redheal displays such
information on its Website on an as-is basis making no representation
or warranty on the accuracy or completeness of the information. As
such, we strongly encourage Practitioners to check the accuracy and
completeness of their information from time to time, and inform us
immediately of any discrepancies, changes or updates to such
information. Redheal will, however, take reasonable steps to ensure
the accuracy and completeness of this information.
- 3.2.5Redheal may also display information for Practitioners who have not
signed up or registered for the Services, provided that the
Practitioners have consented to Redheal collecting, processing and/or
disclosing their information on the Website. Such Practitioners are
verified by Redheal or its associates, and Redheal makes every effort
to capture accurate information for such Practitioners. However,
Redheal does not undertake any liability for any incorrect or
incomplete information appearing on the Website for such
Practitioners.
- 3.3 END-USERS NOTE:
- This section applies to all End-Users.
- 3.3.1As part of the registration/application creation and submission
process that is available to End-Users on this Website, certain
information, including Personal Information or Sensitive Personal Data
or Information is collected from the End-Users.
- 3.3.2All the statements in this Privacy Policy apply to all End-Users, and
all End-Users are therefore required to read and understand the
privacy statements set out herein prior to submitting any Personal
Information or Sensitive Personal Data or Information to Redheal,
failing which they are required to leave the Redheal
immediately.
- 3.3.3If you have inadvertently submitted any such information to Redheal
prior to reading the privacy statements set out herein, and you do not
agree with the manner in which such information is collected,
processed, stored, used or disclosed, then you may access, modify and
delete such information by using options provided on the Website. In
addition, you can, by sending an email to info@redheal.com, inquire whether Redheal is in possession of your personal data, and
you may also require Redheal to delete and destroy all such
information.
- 3.3.4End-Users’ personally identifiable information, which they
choose to provide on the Website is used to help the End-Users
describe/identify themselves. Other information that does not
personally identify the End-Users as an individual, is collected by
Redheal from End-Users (such as, patterns of utilization described
above) and is exclusively owned by Redheal. Redheal may also use such
information in an aggregated or non-personally identifiable form for
research, statistical analysis and business intelligence purposes, and
may sell or otherwise transfer such research, statistical or
intelligence data in an aggregated or non-personally identifiable form
to third parties and affiliates. In particular, Redheal reserves with
it the right to use anonymized End-User demographics information and
anonymized End-User health information for the following
purposes:
- Analyzing software usage patterns for improving product design and
utility.
- Analyzing such information for research and development of new
technologies.
- Using analysis of such information in other commercial product
offerings of Redheal.
- Sharing analysis of such information with third parties for
commercial use.
- 3.3.5Redheal will communicate with the End-Users through email, phone and
notices posted on the Website or through other means available through
the service, including text and other forms of messaging. The
End-Users can change their e-mail and contact preferences at any time
by logging into their "Account" at www.redheal.com and
changing the account settings.
- 3.3.6At times, Redheal conducts a User survey to collect information about
End-Users' preferences. These surveys are optional and if End-Users
choose to respond, their responses will be kept anonymous. Similarly,
Redheal may offer contests to qualifying End-Users in which we ask for
contact and demographic information such as name, email address and
mailing address. The demographic information that Redheal collects in
the registration process and through surveys is used to help Redheal
improve its Services to meet the needs and preferences of
End-Users.
- 3.3.7Redheal may keep records of electronic communications and telephone
calls received and made for making appointments or other purposes for
the purpose of administration of Services, customer support, research
and development and for better listing of Practitioners.
- 3.3.8All Redheal employees and data processors, who have access to, and
are associated with the processing of sensitive personal data or
information, are obliged to respect the confidentiality of every
End-Users’ Personal Information or Sensitive Personal Data and
Information. Redheal has put in place procedures and technologies as
per good industry practices and in accordance with the applicable
laws, to maintain security of all personal data from the point of
collection to the point of destruction. Any third-party data processor
to which Redheal transfers Personal Data shall have to agree to comply
with those procedures and policies, or put in place adequate measures
on their own.
- 3.3.9Redheal may also disclose or transfer End-Users’ personal and
other information provided by a User, to a third party as part of
reorganization or a sale of the assets of a Redheal corporation
division or company. Any third party to which Redheal transfers or sells its assets to will have the right to
continue to use the personal and other information that End-Users
provide to us, in accordance with the Terms of
Use
- 3.3.10To the extent necessary to provide End-Users with the Services,
Redheal may provide their Personal Information to third party
contractors who work on behalf of or with Redheal to provide End-Users
with such Services, to help Redheal communicate with End-Users or to
maintain the Website. Generally these contractors do not have any
independent right to share this information, however certain
contractors who provide services on the Website, including the
providers of online communications services, may use and disclose the
personal information collected in connection with the provision of
these Services in accordance with their own privacy policies. In such
circumstances, you consent to us disclosing your Personal Information
to contractors, solely for the intended purposes only.
- 3.4 CASUAL VISITORS NOTE:
- 3.4.1No sensitive personal data or information is automatically collected
by Redheal from any casual visitors of this website, who are merely
perusing the Website.
- 3.4.2Nevertheless, certain provisions of this Privacy Policy are
applicable to even such casual visitors, and such casual visitors are
also required to read and understand the privacy statements set out
herein, failing which they are required to leave this Website
immediately.
- 3.4.3If you, as a casual visitor, have inadvertently browsed any other
page of this Website prior to reading the privacy statements set out
herein, and you do not agree with the manner in which such information
is obtained, collected, processed, stored, used, disclosed or
retained, merely quitting this browser application should ordinarily
clear all temporary cookies installed by Redheal. All visitors,
however, are encouraged to use the “clear cookies”
functionality of their browsers to ensure such clearing / deletion, as
Redheal cannot guarantee, predict or provide for the behavior of the
equipment of all the visitors of the Website.
- 3.4.4You are not a casual visitor if you have willingly submitted any
personal data or information to Redheal through any means, including
email, post or through the registration process on the Website. All
such visitors will be deemed to be, and will be treated as, Users for
the purposes of this Privacy Policy, and in which case, all the
statements in this Privacy Policy apply to such persons.
SECURITY OF YOUR PERSONAL HEALTH INFORMATION IS OUR TOP PRIORITY
- 4.1Your Personal Information is maintained by Redheal in electronic form
on its equipment, and on the equipment of its employees. Such
information may also be converted to physical form from time to time.
Redheal takes all necessary precautions to protect your personal
information both online and off-line, and implements reasonable
security practices and measures including certain managerial,
technical, operational and physical security control measures that are
commensurate with respect to the information being collected and the
nature of Redheal’s business.
- 4.2No administrator at Redheal will have knowledge of your password. It
is important for you to protect against unauthorized access to your
password, your computer and your mobile phone. Be sure to log off from
the Website when finished. Redheal does not undertake any liability
for any unauthorized use of your account and password. If you suspect
any unauthorized use of your account, you must immediately notify
Redheal by sending an email to support@redheal.com You shall be liable
to indemnify Redheal due to any loss suffered by it due to such
unauthorized use of your account and password.
- 4.3Redheal makes all User information accessible to its employees,
agents or partners and third parties only on a need-to-know basis, and
binds only its employees to strict confidentiality obligations.
- 4.4Part of the functionality of Redheal is assisting the doctors to
maintain and organize such information. Redheal may, therefore, retain
and submit all such records to the appropriate authorities, or to
doctors who request access to such information.
- 4.5Part of the functionality of the Redheal is assisting the patients to
access information relating to them. Redheal may, therefore, retain
and submit all such records to the relevant patients, or to their
doctors.
- 4.6Notwithstanding the above, Redheal is not responsible for the
confidentiality, security or distribution of your Personal Information
by our partners and third parties outside the scope of our agreement
with such partners and third parties. Further, Redheal shall not be
responsible for any breach of security or for any actions of any third
parties or events that are beyond the reasonable control of Redheal
including but not limited to, acts of government, computer hacking,
unauthorized access to computer data and storage device, computer
crashes, breach of security and encryption, poor quality of Internet
service or telephone service of the User etc.
WE POST UPDATES ON OUR WEBSITE WHEN THERE ARE CHANGES TO OUR PRIVACY
POLICY
We frequently re-evaluate our privacy and security policies and
procedures, and adapt to new challenges as they arise. We update this
Privacy Policy to correspond with those changes, and will revise the
“Date Last Revised” at the top of the Privacy Policy. For
material changes that affect the personally identifying information we
have collected, we will either notify you or place a prominent notice on
the Site.
CONTACT US IF YOU HAVE ANY QUESTIONS OR CONCERNS
If you have questions about our Privacy Policy or have any other
privacy concerns, please send us an email at support@redheal.com
or write to us at the following address:
Redheal Health
Flat No: 403, Sri Harsha's Ayyappa Towers, 9th Phase Road, Phase 6
KPHB.500072
Hyderabad
If you have technical difficulty using our websites, please contact
Privia Support at contact@redheal.com
*************************Refund Policy
***************************
Redheal Consult Policy
For Patient
-
In the event it is proved that the Practitioners have acted in
contravention to any applicable laws, Redheal shall provide complete
refund to the User, subject to investigation undertaken by
Redheal.
- If the cancellation is due to the abusive nature of the User, such
User shall not be eligible for any refund and Redheal/Practitioner
shall be entitled to take any legal action, depending upon the gravity
of the matter.
- In case a Practitioner is not available in case of a paid
consultation, then the consultation may be canceled by the User and
upon such cancellation, any amounts paid by the Users with respect to
the canceled consultation shall be refunded.
- Users are allowed a period of three (3) days to flag any consultation
as inadequate, and request for a refund. No refund requests shall be
considered there after.
- Users can request a refund by calling us on +91 8800644744
- Redheal shall check the details & process the refund where
applicable, solely at its discretion. After a refund request is
processed, the money will be refunded to the User in three (3) working
days from the day refund has been approved from Redheal.
For Doctors
-
Practitioners shall ensure that at all times they shall abide by the
set guidelines, including without limitation, as follows:
- Practitioners shall be available for online consultation by being on
the Web/App as often as possible.
- Practitioner shall ensure that, the consultation online is treated as
an in-clinic consultation, and provide advice to the best of
Practitioners’ knowledge.
- Practitioner shall ensure that they respond to User's health concern
within a maximum of two (2) hours of the Practitioner receiving the
message (in exceptional circumstances, where the consultation was
allocated to a Practitioner without their acceptance). However, the
time frame for response shall be between 10 am to 8 pm. In case the
Practitioner accepts a User’s consultation by their own choice,
then such Practitioners shall ensure to provide a response within five
(5) minutes of accepting.
- If Practitioner would like to prescribe drug/medicine to the User,
the Practitioner shall upload the prescription written on the
letterhead, and upload it in .jpeg/ such other format possible in the
consultation window, or through any valid digital prescription.
Practitioners may also choose to provide e-prescriptions to the Users.
However, each time the Practitioner creates an e-prescription, the
Practitioner will be required to confirm the e-prescription with their
electronic signature explicitly or implicitly by clicking on the
signature option made available or any other form of opt-in methods as
provided therein. The Practitioner hereby agrees and covenants to be
responsible and liable for the content of e-prescription and the
authenticity of his signature signed electronically. In addition to
any indemnity warranties provided else-where in the Agreement, the
Practitioner hereby agrees to hold Redheal, its officers, employees,
agents and affiliates harmless from and any claims, damages, losses or
penalties arising out of any third party claims in connection with the
validity of the e-prescription, its content and/or electronic
signature.
- Where the Practitioner learns that a physical consultation is
mandatory for accurate diagnosis and resolution of the case, the
Practitioner shall be required to cancel the consultation and the
consultation fee will be refunded back to the User.
- If Practitioner needs to change the status to 'unavailable', the same
could be changed after having completed all the open consultations. In
case the Practitioner leaves a consultation open and changes the
status to 'unavailable', the Practitioner understands that he shall be
be liable to pay such penalty as may be imposed by Redheal, in these
cases.
- If the Practitioner’s performance on the platform, is not
compliant with the expected guidelines or the Practitioner is found to
be misusing the platform, the Practitioner may result in losing the
privilege of using the Consult feature & platform.
- Settlement policy
- All settlements to the Practitioners shall be made within three (3)
days of completion of transaction. A transaction is treated as
completed, only upon the completion of the free follow-up period
is.
- Any clarifications on the settlement period and policy can be sought
by calling on +91 8800644744
- In case the User requests for a refund, and the request is
substantiated by Redheal support team post investigation, the amounts
will be deducted from the next settlement made to the Practitioner if
not adjusted previously.
- The Practitioner will not be informed in case of individual refund
requests.
- All refunds shall be made solely at the discretion of Redheal.
Patient No-Show Policy
Patients not showing up for doctor appointments is a widespread
phenomenon in India. This can have dire consequences, especially due to
the dearth of medical practitioners to address the health concerns of a
growing population.
Our Patient No-Show policy has been put in place to ensure timely
healthcare for everyone using the Redheal platform. In the Redheal
context, Patient No-Show means a patient hasn’t turned up on time
for an appointment booked through Redheal.com or Redheal App without
canceling, rescheduling, or informing the practice/doctor in advance
about the same.
Capturing patient-no-show from doctors/ clinics
When a patient doesn’t show up for a confirmed appointment
(without having canceled or rescheduled before appointment time),
doctors using Pro software can mark the specific appointment as PNS on
their desktop Pro or the Pro app.
PNS can be marked only within 5 days following the scheduled
appointment.
Verifying PNS from patients
Whenever a doctor/clinic marks PNS, patients are sent an SMS and email
to verify this claim and understand the reason behind the missed
appointment.
Patients should respond in next 7 days after receiving the SMS/email,
with the reason.
Actions taken on repeat patient no-show
Every PNS captured on Redheal is dealt with seriousness based on past
patient behavior. This is done in order to ensure patients understand
the importance of a doctor’s time and not misuse the convenience
provided by Redheal. Our PNS Policy aims at minimizing instances of
uninformed missed appointments, thereby making most of a doctor’s
valuable time.
- 1.Repeat PNS actions are taken ONLY for patients who schedule
appointments using ‘Book Appointment’ feature on
Redheal.
- 2.At the third valid instance
of PNS in last 12 months, patient’s account will be temporarily
disabled from booking further online appointments on Redheal.com for
next 4 months. However, the user can continue to call the clinic via
Redheal.com to get an appointment.
- 3.Below are the valid cases of PNS:
- a.Patient does not reply to the email/SMS with the reason in next 7
days from the date of receipt of such email/SMS communication
- b.Patient responds to the email/SMS with below reasons:
- i.Forgot the appointment
- ii.Chose to visit another doctor/consulted online
- iii.Busy with other work
- iv.Other reasons (which Redheal at its discretion decides to be a
reason for valid PNS)
- 4.Below are the invalid cases of PNS:
- a.Patient says she/he got marked as PNS in spite of visiting the
practice/doctor. This will be marked valid/invalid only after Redheal
support team validates the authenticity of the claim.
- b.Patient says she/he was extremely ill to visit the doctor (This
will be a one-time consideration only)
5. If a patient has a history of repeat PNS, patient’s account
can be temporarily disabled from booking further online appointments on
Redheal.com, even on 1st or 2nd instance of PNS.
6. All refunds with respect to PNS for a pre-paid appointment shall be
at the discretion of the doctor and Redheal has no role with respect to
such refunds.
7. Redheal reserves the right to make the final decision in the case of
a conflict. The total aggregate liability of Redheal with respect to any
claims made herein shall be INR 200.
8. Redheal reserve the right to modify the above mentioned terms from
time to time.