Medoske Techno Solutions Private Limited, is the author and publisher
of the internet resource www.Redheal.com and the mobile application
‘Redheal’ (together, “Website”). Redheal owns
and operates the services and applications including but not limited to
those of the brand names ‘PRO’, ‘CARE’, provided
through the Website.
NATURE AND APPLICABILITY OF TERMS
Please carefully go through these terms and conditions
or avail the services made available on the Website by Redheal. These
(“Agreement”) between you and Redheal in connection with
your visit to the Website and your use of the Services (as defined
The Agreement applies to you whether you are -
i. A medical practitioner or health care provider (whether an
individual professional or an organization) or similar institution
wishing to be listed, or already listed, on the Website, including
designated, authorized associates of such practitioners or
institutions(“Practitioner(s)”, “you” or
ii. A patient, his/her representatives or affiliates, searching for
Practitioners through the Website (“End-User”,
“you” or “User”);
iii. Otherwise a user of the Website (“you” or
“User”). This Agreement applies to those services made
available by Redheal on the Website, which are offered free of
charge/chargablem to the Users (“Services”), including the
iv. For Practitioners: Listing of Practitioners and their profiles and
contact details, to be made available to the other Users and visitors to
v. For other Users: Facility to (i) search for Practitioners by name,
specialty, and geographical area, or any other criteria that may be
developed and made available by Redheal, and (iii) to make appointments
The Services may change from time to time, at the sole discretion of
Redheal, and your use of the Website to avail the Service, as well as to
all information provided by you on the Website at any given point in
This Agreement defines the terms and conditions under which you are
allowed to use the Website and describes the manner in which we shall
treat your account while,you are registered as a member with us. If you
have any questions about any part of the Agreement, feel free to contact
us at firstname.lastname@example.org.
By downloading or accessing the Website to use the Services, you
irrevocably accept all the conditions stipulated in this Agreement and
agree to abide by them. This Agreement supersedes all previous oral and
written terms and conditions (if any) communicated to you. By availing
any Service, you signify your agreement to this Agreement.
We reserve the right to modify or terminate any portion of the
Agreement for any reason and at any time. You should read the Agreement
at regular intervals for any kind of updates. Your use of the Website
following any such modification constitutes your agreement to follow and
be bound by the Agreement so modified. Any additional terms and
conditions, disclaimers, privacy policies and other policies applicable
in general and/ or to specific areas of this Website or to particular
Service are also considered as part of the Agreement.
You acknowledge that you will be bound by this Agreement for availing
any of the Services offered by us. If you do not agree with any part of
the Agreement, please do not use the Website or avail any Services. Your
access to use of the Website and the Services will be solely at the
discretion of Redheal.
The Agreement is published in compliance of, and is governed by the
provisions of Indian law, including but not limited to:
vi. the Indian Contract Act, 1872,
vii. the (Indian) Information Technology Act, 2000, and
viii. the rules, regulations, guidelines and clarifications framed
there under, including the (Indian) Information Technology (Reasonable
Security Practices and Procedures and Sensitive Personal Information)
Rules, 2011 (the “SPI Rules”), and the (Indian) Information
Technology (Intermediaries Guidelines) Rules, 2011 (the “IG
2. CONDITIONS OF USE
You must be 18 years of age or older to register, use the Services, or
visit or use the Website in any manner. By registering, visiting and
using the Website or accepting this Agreement, you represent and warrant
to Redheal that you are 18 years of age or older, and that you have the
right, authority and capacity to use the Website and the Services
available through the Website, and agree to and abide by this
The terms in this Clause 3 are applicable only to Users other than
3.1 END-USER ACCOUNT AND DATA PRIVACY.
3.1.1 The terms “personal information” and “sensitive
personal data or information” are defined under the SPI Rules, and
3.1.2 Redheal may by its Services, collect information relating to the
devices through which you access the Website, and anonymous data of your
usage. The collected information will be used only for improving the
quality of Redheal’s services and to build new services.
3.1.3 The Website allows Redheal to have access to registered
Users’ personal email or phone number, 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
i.The type of information collected from Users, including
sensitive personal data or information;
ii.The purpose, means and modes of usage of such
iii.How and to whom Redheal will disclose such information;
and,Other information mandated by the SPI Rules.
so as to ensure that he or she has the knowledge of:
i.the fact that certain information is being collected;
ii.the purpose for which the information is being collected;
iii.the intended recipients of the information;
iv.the nature of collection and retention of the
v.the various rights available to such Users in respect of such
Redheal shall not be responsible in any manner for the authenticity of
the personal information or sensitive personal data or information
supplied by the User to Redheal or to any other person acting on behalf
The User is responsible for maintaining the confidentiality of the
User’s account access information and password, if the User is
registered on the Website. The User shall be responsible for all usage
of the User’s account and password, whether or not authorized by
the User. The User shall immediately notify Redheal of any actual or
suspected unauthorized use of the User’s account or password.
Although Redheal will not be liable for your losses caused by any
unauthorized use of your account, you may be liable for the losses of
Redheal or such other parties as the case may be, due to any
unauthorized use of your account.
3.1.8If a User provides any information that is untrue, inaccurate, not
current or incomplete (or becomes untrue, inaccurate, not current or
incomplete), or Redheal has reasonable grounds to suspect that such
information is untrue, inaccurate, not current or incomplete, Redheal
has the right to discontinue the Services to the User at its sole
3.1.9Redheal may use such information collected from the Users from time to
time for the purposes of debugging customer support related
3.1.10Against every Practitioner listed in Redheal.com, you may see a
‘call a doctor’ option. When you choose this option, you
choose to call the number through a telephony service provided by
Redheal, and the records of such calls are recorded and stored in
Redheal’s servers. Such call will have an IVR message stating the
purpose of recording your calls and your consent to such recordings
accessed by Redheal for quality control and support related purposes and
Such call facility provided to you by Redheal should be used only for
appointment and booking purposes, and not for consultation on
health-related issues. Redheal accepts no liability if the call facility
is not used in accordance with the foregoing. Redheal may also choose to
not use this facility and show the practitioner's direct number. In case
you choose to not provide your consent to recording your calls that may
have personal information required for appointment and booking purposes,
Redheal reserves the right to not provide the Services for which such
personal information is sought.
3.2 RELEVANCE ALGORITHM
Redheal’s relevance algorithm for the Practitioners is a fully
automated system that lists the Practitioners, their profile and
information regarding their Practice on its Website. These listings of
Practitioners do not represent any fixed objective ranking or
endorsement by Redheal. Redheal will not be liable for any change in the
relevance of the Practitioners on search results, which may take place
from time to time. The listing of Practitioners will be based on
automated computation of the various factors including inputs made by
the Users including their comments and feedback. Such factors may change
from time to time, in order to improve the listing algorithm. Redheal in
no event will be held responsible for the accuracy and the relevancy of
the listing order of the Practitioners on the Website.
3.3 LISTING CONTENT AND DISSEMINATING INFORMATION
3.3.1Redheal collects, directly or indirectly, and displays on the Website,
relevant information regarding the profile and practice of the
Practitioners listed on the Website, such as their specialization,
qualification, fees, location, visiting hours, and similar details.
Redheal takes reasonable efforts to ensure that such information is
updated at frequent intervals. Although Redheal screens and vets the
information and photos submitted by the Practitioners, it cannot be held
liable for any inaccuracies or incompleteness represented from it,
despite such reasonable efforts.
3.3.2The Services provided by Redheal or any of its licensors or service
providers are provided on an "as is" and “as
available’ basis, and without any warranties or conditions
(express or implied, including the implied warranties of
merchantability, accuracy, fitness for a particular purpose, title and
non-infringement, arising by statute or otherwise in law or from a
course of dealing or usage or trade). Redheal does not provide or make
any representation, warranty or guarantee, express or implied about the
Website or the Services. Redheal does not guarantee the accuracy or
completeness of any content or information provided by Users on the
Website. To the fullest extent permitted by law, Redheal disclaims all
liability arising out of the User’s use or reliance upon the
Website, the Services, representations and warranties made by other
Users, the content or information provided by the Users on the Website,
or any opinion or suggestion given or expressed by Redheal or any User
in relation to any User or services provided by such User.
3.3.3The Website may be linked to the website of third parties, affiliates
and business partners. Redheal has no control over, and not liable or
responsible for content, accuracy, validity, reliability, quality of
such websites or made available by/through our Website. Inclusion of any
link on the Website does not imply that Redheal endorses the linked
site. User may use the links and these services at User’s own
3.3.4Redheal assumes no responsibility, and shall not be liable for, any
damages to, or viruses that may infect User’s equipment on account
of User’s access to, use of, or browsing the Website or the
downloading of any material, data, text, images, video content, or audio
content from the Website. If a User is dissatisfied with the Website,
User’s sole remedy is to discontinue using the Website.
3.3.5If Redheal determines that you have provided fraudulent, inaccurate, or
incomplete information, including through feedback, Redheal reserves the
right to immediately suspend your access to the Website or any of your
accounts with Redheal and makes such declaration on the website
alongside your name/your clinic’s name as determined by Redheal
for the protection of its business and in the interests of Users. You
shall be liable to indemnify Redheal for any losses incurred as a result
of your misrepresentations or fraudulent feedback that has adversely
affected Redheal or its Users.
3.3.6The information published under the head of "Industry wide
city-wise Pricing Graph" is derived from a bench marking group that
is determined to be relevant by Redheal in the relevant city. Redheal
has published this information for guidance purpose and does not have
the ability to ascertain accuracy of the data based on which the
information has been published and nor does it have any duty to disclose
to anyone the source of the underlying data sets based on which this
information has been published. Redheal is not liable in any manner for
any consequence whatsoever arising out of any use of the information
3.4 APPOINTMENT BOOKING AND INTERACTION WITH PRACTITIONERS
3.4.1 Redheal enables Users to connect with Practitioners through two
a) Book facility that allows Users book an appointment through the
b) Value added telephonic services which connect Users directly to the
Practitioner’s number provided on the Website.
3.4.2 Redheal provide user to book premium or priority appointment with
that appointment Practitioners
will give priority to user and will start his/her consultation
within 15-20 mins on the booked period of consultation date and time if
user not available on time Redheal will not responsible .
3.4.3. While Redheal will try to ensure a confirmed appointment for an
End-User who requested an appointment on Website, Redheal does not
guarantee that a patient will get a confirmed appointment. Further,
Redheal has no liability if such appointment is confirmed but later
cancelled/rescheduled by Practices or Practitioners, or the
Practitioners are not available as per the given appointment time.
3.4.4 Redheal provides value added telephonic services which connects
Users directly to the Practitioners and the information exchanged
between the User and the Practitioners is stored and used in accordance
to avail the Service. If a User has used the telephony service, Redheal
reserves the right to share the contact details of the User with the
3.4.5 You understand and agree that any interactions and associated
issues with other Users including but not limited to your health issues
and your experiences is strictly between you and the other Users. You
shall not hold Redheal responsible for any such interactions and
associated issues. For avoidance of doubt, Redheal is not involved in
providing any healthcare or medical advice or diagnosis and hence is not
responsible for any outcome between you and the Practitioner you
interact with, pursuant to any interactions on the Website.
3.4.5 If you decide to engage with a Practitioner to provide medical
services to you, you do so at your own risk. Redheal shall not be
responsible for any breach of service or service deficiency by any
Practitioner. We cannot assure nor guarantee the ability or intent of
the Practitioner(s) to fulfill their obligations towards you. We advise
you to perform your own investigation prior to selecting a
Without prejudice to the generality of the above, Redheal will not be
- i.any wrong medication or treatment quality being given by the
Practitioner(s), or any medical negligence on part of the
- ii.any type of inconvenience suffered by the User due to a failure on
the part of the Practitioner to provide agreed services or to make
himself/herself available at the appointed time, no show by the
Practitioner, inappropriate treatment, or similar difficulties;
- iii.any misconduct or inappropriate behavior by the Practitioner or
the Practitioner’s staff;
- iv.any medical eventualities that might occur subsequent to using the
services of a Practitioner, whom the User has selected on the basis of
the information available on the Website or with whom the User has
booked an appointment through Redheal
- cancellation or no show by the Practitioner or rescheduling of booked
appointment or any variation in the fees charged, provided these have
been addressed to under Redheal Guarantee
Redheal Guarantee - Terms & Conditions
Redheal Guarantee Terms & Conditions have been introduced to ensure
you always get to meet the doctor you’ve booked an appointment
with, through Redheal.
If you are unable to meet your doctor, you stand eligible for an e-gift
voucher worth Rs. 100 subject to, at all times, the terms and conditions
mentioned herein below (“Guarantee Claim”).
This guarantee will cease to exist with effect from 21th aug,
How to claim the voucher ?
- 1.Call us on +91-8800644744 or write to us at email@example.com.
- 2.Provide your appointment ID.
- 3.If your appointment qualifies for a Guarantee Claim, post
verification by our team we will send the voucher to your registered
Terms and Conditions
- 1.Guarantee Claims (subject to Section 5 herein below) are applicable
only on appointments made using ‘Book Appointment’
button on Redheal.com
or Redheal App.
- 2.Guarantee claim requests will only be accepted within 5 days from
the scheduled appointment date.
- 2.1E.g. If the Practitioner, you booked an appointment with,
cancels/reschedules or doesn’t turn up on 25 Jan 2017, then
claim made till 30 Jan 2017 will be valid.
- 3.Appointment ID must match with the registered mobile number of the
- 4.Guarantee claim is valid under following circumstances.
- 4.1You are at the clinic and unable to meet the doctor with whom you
booked your appointment (subject to exceptions in section 5)
- 4.2Your appointment has been cancelled within 2 hours of the
scheduled appointment time.
- 4.3Your appointment has been rescheduled(postponed) to the next day
or later, within 2 hours of your original appointment time.
- 4.4Your appointment has been rescheduled(preponed) to a time that is
more than 30 mins prior to your original appointment time, and the
rescheduling is done within 2 hours of your original appointment
- i.E.g. If your original appointment is on 8 June - 1 p.m, and it is
rescheduled (rescheduling is done anytime between 11 am - 1 pm ) to a
time prior to 8 June - 12:30 p.m.
- 5.Guarantee claim is NOT valid under following circumstances.
- 5.1Your appointment is cancelled or rescheduled, due to your personal
reasons or unavailability.
- i.E.g. If you/your friends/family cancel or reschedule due to any
- ii.E.g. If anyone from practice/the Practitioner, you booked an
appointment with, cancels or reschedules on your behalf or as per your
request, and not due to Practitioner’s unavailability.
- 5.2Your appointment has been cancelled more than 2 hours prior to
your original appointment time.
- 5.3Your appointment has been rescheduled to a later time on the
scheduled appointment day.
- 5.4You are required to wait, even after the appointment time slot has
started, to be consulted by the Practitioner. Such claims will be
valid if wait time is more than 2 hours.
- 5.5You have booked an appointment within last 2 hours 15 mins of the
appointment time and you are informed of any cancellation or
rescheduling of appointment within 15 mins of the booking time.
- 5.6You have received 2 Guarantee claims in the past 45 days. (45 days
counted from day of first appointment for which guarantee claim was
- 5.7You have been provided with guarantee claim for an appointment in
a practice for a particular day.
- i.E.g : You have an appointment with Dr. Megha in Test Dental Clinic,
JP Nagar at 10:00 a.m, 15 June and you have received a guarantee claim
for this, then if there is an appointment for you with Dr. Neha in
Test Dental Clinic, JP Nagar at 14:00 p.m , 15 June a guarantee claim
for this appointment will not be considered.
- 5.8Your appointment is on a holiday, or national / state-wide
shutdown (planned or unplanned) like strikes, bandhs etc. Upcoming
holidays in 2019 on which Guarantee Claim is not valid are:
- 5.9You are unable to reach the clinic at your confirmed appointment
- 5.10In adverse cases beyond the reasonable control of the
Practitioner like acts of god, nature - flood, fire, etc., when
Business-As-Usual is not possible.
- 6.Only one voucher is valid for any registered mobile number, for a
particular doctor in a clinic on a particular day.
- 7.The Guarantee Claim voucher will only be issued in the name of the
registered User who booked the appointment.
- 8.The e-gift voucher can neither be transferred to someone else nor
can it be redeemed for cash.
- 9.Redheal reserves the right to not offer this guarantee to patients
with repeated instances of ‘patient no show’ post booking
appointment and suspected fraud patients.
- 10.The above mentioned specific terms relating to Redheal Guarantee
are without prejudice to the rest of the Terms and Conditions and the
- 11.Redheal reserves the right to make the final decision in the case
of a conflict.
- 12.Redheal reserves the right to revoke Redheal Guarantee without any
- 13.Redheal Guarantee was launched on 21th Agust 2018.
- 14.All capitalized terms used, and not otherwise expressly defined in
this terms and conditions have the meaning given to such terms in
the Redheal Terms & Conditions
3.4.6 In case of a ‘Patient-No-Show (P.N.S)’ (defined
below), where the User does not show-up at the concerned
- User’s account will be temporarily disabled from booking
further online appointments on Redheal.com for next four (4) months,
in case of, three(3) Valid PNS, as per the Patient-No-Show Policy. However, the User can continue to call the clinic via Redheal.com
to get an appointment.
- Patient- No-Show (P.N.S) for the purposes of these Terms and
Conditions, is defined as, any instance where a User, who booked an
appointment on the Website using the Book Appointment facility , has
not turned up for the appointment without cancelling, rescheduling, or
informing the Practitioner in advance about the same. When
Practitioner informs Redheal of the incident or marks a particular
appointment as P.N.S. using the Redheal support or Redheal Pro App
within five (5) days of the scheduled appointment, an email and SMS
(“PNS Communication”) will be sent to the User to confirm
on the incident with reasons. Where the User is not able to establish
that the User had a legitimate reason as per Clause 3.4.6(c), for not
showing up, Redheal shall be entitled to take actions as under Clause
3.4.6 (a). However Users understand that, actions such as ones
mentioned under Clause 3.4.6(a) are included as a deterrent to stop
Users from misusing the Website, and the loss of business hours
incurred by the Practitioner.
- Following instances, solely at the discretion of Redheal, would be
construed as valid cases of PNS (“Valid PNS”), in which
case the User shall be penalized as per Clause 3.4.6 (a):
- User does not reply within seven (7) days, with reasons to PNS
Communication, from the date of receipt of such PNS
- In case User responds to the PNS Communication with below
- Forgot the appointment
- Chose to visit another Practitioner/consulted online;
- Busy with other work; or such other reasons (which Redheal at its
discretion decides to be a valid reason to not show up).
- Where the User has booked a paid appointment and is unable to visit
the Practitioner, due to such genuine reasons of sickness etc. at the
sole discretion of Redheal, pursuant to conducting of investigation,
the User shall be provided with a refund of such payment made by User,
at the time of booking. However, where cancellation charges have been
levied, you would not be entitled to complete refund.
- Redheal reserves the right to make the final decision in case of a
conflict. The total aggregate liability of Redheal with respect to any
claims made herein shall be INR 200.
3.4.7 Cancellation and Refund Policy
- In the event that, the Practitioner with whom User has booked a paid
appointment via the Website, has not been able to meet the User, User
will need to write to us at firstname.lastname@example.org within five (5) days
from the occurrence of such event; in which case, the entire
consultation amount as mentioned on the Website will be refunded to
the User within the next five (5) to six (6) business days in the
original mode of payment done by the User while booking. In case where
the User, does not show up for the appointment booked with a
Practitioner, without cancelling the appointment beforehand, the
amount will not be refunded, and treated as under Clause 3.4.6.
However, where cancellation charges have been levied (as charged by
the Practitioner/Practice), you would not be entitled to complete
refund even if you have cancelled beforehand.
- Users will not be entitled for any refunds in cases where, the
Practitioner is unable to meet the User at the exact time of the
scheduled appointment time and the User is required to wait,
irrespective of the fact whether the User is required to wait or
choose to not obtain the medical services from the said
3.5 NO DOCTOR-PATIENT RELATIONSHIP; NOT FOR EMERGENCY USE
3.5.1Please note that some of the content, text, data, graphics,
images, information, suggestions, guidance, and other material
(collectively, “Information”) that may be available on the
Website (including information provided in direct response to your
questions or postings) may be provided by individuals in the medical
profession. The provision of such Information does not create a licensed
medical professional/patient relationship, between Redheal and you and
does not constitute an opinion, medical advice, or diagnosis or
treatment of any particular condition, but is only provided to assist
you with locating appropriate medical care from a qualified
3.5.2It is hereby expressly clarified that, the Information that you
obtain or receive from Redheal, and its employees, contractors,
partners, sponsors, advertisers, licenses or otherwise on the Website is
for informational purposes only. We make no guarantees, representations
or warranties, whether expressed or implied, with respect to
professional qualifications, quality of work, expertise or other
information provided on the Website. In no event shall we be liable to
you or anyone else for any decision made or action taken by you in
reliance on such information.
3.5.3The Services are not intended to be a substitute for getting in
touch with emergency healthcare. If you are an End-User facing a medical
emergency (either on your or a another person’s behalf), please
contact an ambulance service or hospital directly.
3.6 Redheal support
Redheal's support is a feature owned and provided by Redheal that
allows Users & Practitioners to communicate, either on unpaid mode
or on paid mode, depending on the option chosen by the User. Further,
Users may access this feature on Redheal’s platform to get
assigned, for the purposes of consultation, to a Practitioner whereby
such Practitioners are, by default, assigned through the system’s
algorithm/software-program that finds the most available and accepting
Practitioner or Users may choose Practitioners of choice through the
search options made available on Redheal’s Website. The scope of
this feature as detailed herein is collectively referred to as
3.6.2Terms for Users:
The Users expressly understand, acknowledge and agree to the following
set forth herein below:
- In the event the Users intend to consult a specific Practitioner of
choice, the same is facilitated through search options as made
available on Redheal’s Website. In cases where Users cannot
choose a Practitioner (due to system setup), the system uses an
algorithm/software-program to find the most available and accepting
- In case any prescription is being provided to User by the
Practitioner, the same is being provided basis the online
consultation, however it may vary when examined in person, hence in no
event shall the prescription provided by Practitioners be relied as a
final and conclusive solution.
- The Users agree to use the advice from Practitioner on the website
- a) an ongoing treatment with their medical practitioner;
- b) a condition which does not require emergency treatment, physical
examination or medical attention;
- c) medical history available as records with them for
- d) a record of physical examination and report thereof with them,
generated through their local medical practitioner;
- e) consultation with their medical practitioner before abandoning or
modifying their ongoing treatment.
- The User agrees that by using support, the Practitioners on support
will not be conducting physical examination of the Users, hence they
may not have or be able to derive important information that is
usually obtained through a physical examination. User acknowledges and
agrees that the User is aware of this limitation and agrees to assume
the complete risk of this limitation.
- The User understands that support
shall not form a substitute for treatment that otherwise needs
physical examination/immediate consultation. Further, the User
understands that the advice provided by the Practitioner is based on
general medical conditions and practices prevalent in India, to the
best of his knowledge and ability, and not for conditions which are
territory specific for regions other than India, irrespective of where
the User is procuring medical services or engaging in communication
with the Practitioner.
- During the consultation and thereafter, the Practitioner may upload
the prescription/health records of the User on the account of the User
for access of the User. However, it is expressly clarified that for
Users not located within India and using support, the Practitioner may
not issue a prescription, at his sole discretion.
- Notwithstanding anything contained herein, Redheal in no manner
endorses any Practitioner(s) that Users support and is not in any
manner responsible for any drug/medicines prescribed or the therapy
prescribed by the Practitioner.
- If Practitioner responds to the User’s query, the system could
trigger communications to the User, in the form of
notification/text/email/others. The User further understands that
Redheal may send such communications like text messages/email/calls
before and/or after Practitioner’s consultation (physical or
online) to User’s mobile number which is provided by
Practitioner, based on the Practitioner’s settings. However and
not with standing anything to the contrary in this Agreement, Redheal
does not take responsibility for timeliness of such
- Consult, is merely a consulting model, any interactions and
associated issues with the Practitioner on Consult including but not
limited to the User’s health issues and/or the User’s
experiences is strictly between the User and the Practitioner. The
User shall not hold Redheal responsible for any such interactions and
- The User hereby grants consent to Redheal to feature certain of Users
queries posted free of cost and respective Practitioners’
responses as posted by the User on Redheal Consult. Users further
agree that any such information provided by the User will be subject
- There is a follow-up feature that is made available on one of
Redheal’s product - Redheal , through which the Practitioner can
notify the User of a follow-up facility that is available post their
in-person consultation. The Practitioner can define the duration and
limit of messages that are available to the User for free. When the
User starts the follow-up, a chat window opens up for consultation
with the Practitioner for a certain period (set by the Practitioner)
without having to make any payment. Upon expiry, an option to pay and
restart option is available to the User. This enables the User to pay
and initiate a paid consultation with the Practitioner.
- Any conversations that the Users have had with the Practitioner will
be retained in Redheal database as per the applicable laws and subject
- User understands and agrees to provide accurate information, and will
not use this platform for any acts that are considered to be illegal
- If User decides to engage with a Practitioner to procure medical
services or engages in communication, exchange of money for services
outside of Consult platform, User shall do so at their own risk.
Redheal shall not be responsible for any breach of service or service
deficiency by any Practitioner.
- The User agrees and understands that the transaction with the
Practitioner are subject to jurisdiction of Indian laws and that any
claim, dispute or difference arising from it shall be subject to the
jurisdiction provision as contained in the Terms and Conditions
hereunder, at all times. The User further agrees and understands that
the Practitioner is a medical practitioner who is licensed to practice
medicine in India and the onus is on the User to determine if he/she
is eligible to consult with the Practitioners via the Website. It is
expressly clarified that at no point in time can it be construed that
the Practitioner is practicing medicine in a territory other than
India, irrespective of where the User is located and procures medical
services or engages in communication with the Practitioner, in any
- The User shall indemnify and hold harmless Redheal and its
affiliates, subsidiaries, directors, officers, employees and agents
from and against any and all claims, proceedings, penalties, damages,
loss, liability, actions, costs and expenses (including but not
limited to court fees and attorney fees) arising due to or in relation
to the use of Website by the User, by breach of the Terms or violation
of any law, rules or regulations by the User, or due to such other
actions, omissions or commissions of the User that gave rise to the
- If User decides to use the payment gateway to make payments online,
it is solely at User's discretion. Should there be any issues with
regard to the payment not reaching the respective Practitioner’s
account, please reach out to email@example.com.
3.6.3 Cancellation and Refund Policy:
- For cancellation and refund policy, read more.
3.6.4 Express Disclaimers:
- Consult is intended for general purposes only and is not meant to be
used in emergencies/serious illnesses requiring physical consultation.
Further, if the Practitioner adjudges that a physical examination
would be required and advises ‘in-person consultation’, it
is the sole responsibility of the User, to book an appointment for
physical examination and in-person consultation whether the same is
with the Practitioner listed on the Website or otherwise. In case of
any negligence on the part of the User in acting on the same and the
condition of the User deteriorates, Redheal shall not be held
- Redheal is not a medical service provider, nor is it involved in
providing any healthcare or medical advice or diagnosis, it shall
hence not be responsible and owns no liability to either Users or
Practitioners for any outcome from the consultation between the User
and the Practitioner.
- Consult is a platform being made available to Users to assist them to
obtain consultation from Practitioners and does not intend to replace
the physical consultation with the Practitioner.
3.6.5 Terms for Practitioners:
- The Practitioner shall promptly reply to the User after receiving
User’s communication. In case of non-compliance with regard to
adhering to the applicable laws/rules/regulations/guidelines by the
Practitioner, Redheal shall have the right to replace such
Practitioners for the purpose of consultation to the User or remove
such Practitioners from the platform/Redheal application/site; Read
more on guidelines here.
- The Practitioner understands and agrees that, Redheal shall at its
sole discretion, at any time be entitled to, show as other
Practitioners available for consultation.
- The Practitioner further understands that, there is a responsibility
on the Practitioner to treat the User, pari passu, as the Practitioner
would have otherwise treated the User on a physical one-on-one
- The Practitioner has the discretion to cancel any consultation at any
point in time in cases where the Practitioner feels, it is beyond
his/her expertise or his/her capacity to treat the User. In such
cases, it may trigger a refund to the User and the User has the option
of choosing other Practitioners. However, it is strongly recommended
that the Practitioner advise the User and explain appropriately for
- The Practitioner shall at all times ensure that all the applicable
laws that govern the Practitioner shall be followed and utmost care
shall be taken in terms of the consultation being rendered.
- The Practitioner acknowledges that should Redheal find the
Practitioner to be in violation of any of the applicable laws/rules/
regulations/guidelines set out by the authorities then Redheal shall
be entitled to cancel the consultation with such Practitioner or take
such other legal action as may be required.
- The payment gateway option is being provided to the Users to make
payment easier. In case wrong bank account details are provided by
Practitioner, Redheal will not be responsible for loss of money, if
any. In case of there being any technical failure, at the time of
transaction and there is a problem in making payment, you could
- It is further understood by the Practitioner that the information
that is disclosed by the User at the time of consultation is personal
information and is subject to all applicable privacy laws, shall be
confidential in nature and subject to User and Practitioner
- The Practitioner understands that the certain Consult features (such
as follow-up feature) shall be available only if the same has been
enabled by the Practitioner and that the maximum number of messages
that Practitioner can send and the number of days for which follow-up
will be active for, shall be as set by the Practitioner.
- The Practitioner understands that when a User books a time-slot with
the Practitioner for online consultation, the Practitioner must comply
with the time slot to the best of their availability. In case of
delay, the doctor must notify User to their best possible
- The Practitioner understands that Redheal makes no promise or
guarantee for any uninterrupted communication and the Practitioner
shall not hold Redheal liable, if for any reason the communication is
not delivered to the User(s), or are delivered late or not accessed,
despite the efforts undertaken by Redheal.
- It shall be the responsibility of the Practitioner to ensure that the
information provided by User is accurate and not incomplete and
understand that Redheal shall not be liable for any errors in the
information included in any communication between the Practitioner and
- The Practitioner shall indemnify and hold harmless Redheal and its
affiliates, subsidiaries, directors, officers, employees and agents
from and against any and all claims, proceedings, penalties, damages,
loss, liability, actions, costs and expenses (including but not
limited to court fees and attorney fees) arising due to the services
provided by Practitioner, violation of any law, rules or regulations
by the Practitioner or due to such other actions, omissions or
commissions of the Practitioner that gave rise to the claim.
- Read more on Settlement Policy here.
- 3.7 Redheal HEALTH FEED
- These terms & conditions governing Redheal Health feed are
applicable to Users (being both end-users/ Practitioner). However, it
is clarified that the terms and conditions herein applicable only to
Practitioners and applicable to Users are called out separately, as
the context warrants.
- 3.7.1Redheal Health feed is an online content platform available on
the Website, wherein Practitioners who have created a Redheal profile
can login and post health and wellness related content.
- 3.7.2Practitioners can use Redheal Health feed by logging in from
their health account, creating original content comprising text,
audio, video, images, data or any combination of the same
(“Content”), and uploading said Content to Redheal’s
servers. Redheal will make available to the User a gallery of images
licensed by Redheal from a third party stock image provider
(“Redheal Gallery”). The User can upload their own images
or choose an image from the Redheal Gallery. Redheal does not provide
any warranty as to the ownership of the intellectual property in the
Redheal Gallery and the User acknowledges that the User will use the
images from the Redheal Gallery at their own risk. Redheal shall post
such Content to Redheal Health feed at its own option and subject to
these Terms and Conditions. The Content uploaded via Redheal Health
feed does not constitute medical advice and may not be construed as
such by any person.
- 3.7.3Practitioners acknowledges that they are the original authors
and creators of any Content uploaded by them via Redheal Health feed
and that no Content uploaded by them would constitute infringement of
the intellectual property rights of any other person. Redheal reserves
the right to remove any Content which it may determine at its own
discretion as violating the intellectual property rights of any other
person, including but not limited to patent, trademark, copyright or
other proprietary rights. Practitioner agrees to absolve Redheal from
and indemnify Redheal against all claims that may arise as a result of
any third party intellectual property right claim that may arise from
the Practitioner’s uploading of any Content on the Redheal
Health feed. The Practitioner may not use the images in the Redheal
Gallery for any purpose other than those directly related to the
creation and uploading of Content to Redheal Health feed. The
Practitioner also agrees to absolve Redheal from and indemnify Redheal
against all claims that may arise as a result of any third party
intellectual property claim if the Practitioner downloads, copies or
otherwise utilizes an image from the Redheal Gallery for his/her
personal or commercial gain.
- 3.7.4Practitioner hereby assigns to Redheal, in perpetuity and
worldwide, all intellectual property rights in any Content created by
the User and uploaded by the User via Redheal Health feed.
- 3.7.5Redheal shall have the right to edit or remove the Content and
any comments in such manner as it may deem Redheal Health feed at any
- 3.7.6Practitioner shall ensure that the Content or any further
responses to the Content (including responses to Users) is not
harmful, harassing, blasphemous, defamatory, obscene, pornographic,
paedophilic or libelous in any manner. Further, Practitioner should
ensure that the Content is not invasive of any other person’s
privacy, or otherwise contains any elements that is hateful, racially
or ethnically objectionable, disparaging, or otherwise unlawful in any
manner whatever. Redheal reserves the right to remove any Content
which it may determine at its own discretion is violative of these
Terms and Conditions or any law or statute in force at the time. Also,
the Practitioner agrees to absolve Redheal from and indemnify Redheal
against all claims that may arise as a result of any legal claim
arising from the nature of the Content posted by the Practitioner on
Redheal Health Feed.
- 3.7.7Practitioner shall ensure that no portion of the Content is
violative of any law for the time being in force.
- 3.7.8Practitioner shall ensure that the Content is not threatening
the unity, integrity, defence, security or sovereignty of India,
friendly relations with foreign states, or public order. Further the
Practitioner shall ensure that the Content will not cause incitement
to the commission of any cognisable offence or prevent investigation
of any offence or is insulting to any other nation.
- 3.7.9User may also use Redheal Health feed in order to view original
content created by Practitioners and to create and upload comments on
such Content, where allowed (“User Comment”).
- 3.7.10User acknowledges that the User Comment reflects the views and
opinions of the authors of such Content and do not necessarily reflect
the views of Redheal.
- 3.7.11User agrees that the Content they access on Redheal Health feed
does not in any way constitute medical advice and that the
responsibility for any act or omission by the User arising from the
User’s interpretation of the Content, is solely attributable to
the User. The User agrees to absolve Redheal from and indemnify
Redheal against all claims that may arise as a result of the
User’s actions resulting from the User’s viewing of
Content on Redheal Health feed.
- 3.7.12User acknowledges that all intellectual property rights in the
User Comment on Redheal Health feed vests with Redheal. The User
agrees not to infringe upon Redheal’s intellectual property by
copying or plagiarizing content on Redheal Health feed. Redheal
reserves its right to initiate all necessary legal remedies available
to them in case of such an infringement by the User. Also, User
Comment will be the sole intellectual property of Redheal. The User
agrees not to post User Comment that would violate the intellectual
property of any third party, including but not limited to patent,
trademark, copyright or other proprietary rights. Redheal reserves the
right to remove any User Comment which it may determine at its own
discretion as violating the intellectual property rights of any third
party. The User agrees to absolve Redheal from and indemnify Redheal
against all claims that may arise as a result of any third party
intellectual property right claim that may arise from the User
- 3.7.13User shall ensure that the User Comment is not harmful,
harassing, blasphemous, defamatory, obscene, pornographic, pedophilia
or libelous in any manner. Further, User should ensure that the User
Comment is not invasive of any other person’s privacy, or
otherwise contains any elements that is hateful, racially or
ethnically objectionable, disparaging, or otherwise unlawful in any
manner whatever. Redheal reserves the right to remove any Content
which it may determine at its own discretion is violative of these
Terms and Conditions or any law or statute in force at the time Also,
the User agrees to absolve Redheal from and indemnify Redheal against
all claims that may arise as a result of any legal claim arising from
the nature of the User Comment.
- 3.7.14User shall ensure that the User Comment is not threatening the
unity, integrity, defense, security or sovereignty of India, friendly
relations with foreign states, or public order. Further the
Practitioner shall ensure that the User Comment will not cause
incitement to the commission of any cognizable offence or prevent
investigation of any offence or is insulting to any other
- 3.8 CONTENT OWNERSHIP AND COPYRIGHT CONDITIONS OF ACCESS
- 3.8.1The contents listed on the Website are (i) User generated
content, or (ii) belong to Redheal. The information that is collected
by Redheal directly or indirectly from the End- Users and the
Practitioners shall belong to Redheal. Copying of the copyrighted
content published by Redheal on the Website for any commercial purpose
or for the purpose of earning profit will be a violation of copyright
and Redheal reserves its rights under applicable law
- 3.8.2Redheal authorizes the User to view and access the content
available on or from the Website solely for ordering, receiving,
delivering and communicating only as per this Agreement. The contents
of the Website, information, text, graphics, images, logos, button
icons, software code, design, and the collection, arrangement and
assembly of content on the Website (collectively, "Redheal
Content"), are the property of Redheal and are protected under
copyright, trademark and other laws. User shall not modify the Redheal
Content or reproduce, display, publicly perform, distribute, or
otherwise use the Redheal Content in any way for any public or
commercial purpose or for personal gain.
- 3.8.3User shall not access the Services for purposes of monitoring
their availability, performance or functionality, or for any other
bench marking or competitive purposes.
- 3.9 REVIEWS AND FEEDBACK
- By using this Website, you agree that any information shared by you
with Redheal or with any Practitioner will be subject to our Privacy
- You are solely responsible for the content that you choose to submit
for publication on the Website, including any feedback, ratings, or
reviews (“Critical Content”) relating to Practitioners or
other healthcare professionals. The role of Redheal in publishing
Critical Content is restricted to that of an
‘intermediary’ under the Information Technology Act, 2000.
Redheal disclaims all responsibility with respect to the content of
Critical Content, and its role with respect to such content is
restricted to its obligations as an ‘intermediary’ under
the said Act. Redheal shall not be liable to pay any consideration to
any User for re-publishing any content across any of its
- Your publication of reviews and feedback on the Website is governed
by Clause 5 of these Terms. Without prejudice to the detailed terms
stated in Clause 5, you hereby agree not to post or publish any
content on the Website that (a) infringes any third-party intellectual
property or publicity or privacy rights, or (b) violates any
applicable law or regulation, including but not limited to the IG
Rules and SPI Rules. Redheal, at its sole discretion, may choose not
to publish your reviews and feedback, if so required by applicable
law, and in accordance with Clause 5 of these Terms. You agree that
Redheal may contact you through telephone, email, SMS, or any other
electronic means of communication for the purpose of:
- Obtaining feedback in relation to Website or Redheal’s
- Obtaining feedback in relation to any Practitioners listed on the
- Resolving any complaints, information, or queries by Practitioners
regarding your Critical Content;
and you agree to provide your fullest co-operation further to such
communication by Redheal. Redheal’s Feedback Collection and Fraud
Detection Policy, is annexed as the Schedule hereto, and remains subject
always to these Terms.
Redheal may provide End-Users with a free facility known as
‘Records’ on its mobile application ‘Redheal’.
Information available in your Records is of two types:
- User-created: Information uploaded by you or information generated
during your interaction with Redheal ecosystem, eg: appointment,
medicine order placed by you.
- Practice-created: Health Records generated by your interaction with a
Practitioner who uses ‘Redheal ’ or other Services of
The specific terms relating to such Health Account are as below,
without prejudice to the rest of these Terms and the Privacy
- 3.10.1Your Records is only created after you have signed up and
explicitly accepted these Terms.
- 3.10.2Any Practice created Health Record is provided on an as-is
basis at the sole intent, risk and responsibility of the Practitioner
and Redheal does not validate the said information and makes no
representation in connection therewith. You should contact the
relevant Practitioner in case you wish to point out any discrepancies
or add, delete, or modify the Health Record in any manner.
- 3.10.3The Health Records are provided on an as-is basis. While we
strive to maintain the highest levels of service availability, Redheal
is not liable for any interruption that may be caused to your access
of the Services.
- 3.10.4The reminder provided by the Records is only a supplementary
way of reminding you to perform your activities as prescribed by your
Practitioner. In the event of any medicine reminders provided by
Redheal, you should refer to your prescription before taking any
medicines. Redheal is not liable if for any reason reminders are not
delivered to you or are delivered late or delivered incorrectly,
despite its best efforts. In case you do not wish to receive the
reminders, you can switch it off through the Redheal app.
- 3.10.5It is your responsibility to keep your correct mobile number
and email ID updated in the Records. The Health Records will be sent
to the Records associated with this mobile number and/or email ID.
Every time you change any contact information (mobile or email), we
will send a confirmation. Redheal is not responsible for any loss or
inconvenience caused due to your failure in updating the contact
details with Redheal.
- 3.10.6Redheal uses industry–level security and encryption to
your Health Records. However, Redheal does not guarantee to prevent
unauthorized access if you lose your login credentials or they are
otherwise compromised. In the event you are aware of any unauthorized
use or access, you shall immediately inform Redheal of such
unauthorized use or access. Please safeguard your login credentials
and report any actual suspected breach of account to
- 3.10.7If you access your `dependents’ Health Records by
registering your dependents with your own Records, you are deemed to
be responsible for the Health Records of your dependents and all
obligations that your dependents would have had, had they maintained
their own separate individual Records. You agree that it shall be your
sole responsibility to obtain prior consent of your dependent and
shall have right to share, upload and publish any sensitive personal
information of your dependent. Redheal assumes no responsibility for
any claim, dispute or liability arising in this regard, and you shall
indemnify Redheal and its officers against any such claim or liability
arising out of unauthorized use of such information.
- 3.10.8In case you want to delete your Records, you can do so by
contacting our service support team. However only your account and any
associated Health Records will be deleted, and your Health Records
stored by your Practitioners will continue to be stored in their
- 3.10.9You may lose your “User created” record, if the
data is not synced with the server.
- 3.10.10If the Health Record is un assessed for a stipulated time, you
may not be able to access your Health Records due to security
- 3.10.11Redheal is not liable if for any reason, Health Records are
not delivered to you or are delivered late despite its best
- 3.10.12The Health Records are shared with the phone numbers that are
provided by your Practitioner. Redheal is not responsible for adding
the Heath Records with incorrect numbers if those incorrect numbers
are provided by the Practitioner.
- 3.10.13Redheal is not responsible or liable for any content, fact,
Health Records, medical deduction or the language used in your Health
Records whatsoever. Your Practitioner is solely responsible and liable
for your Health Records and any information provided to us including
but not limited to the content in them.
- 3.10.14Redheal has the ability in its sole discretion to retract
Health Records without any prior notice if they are found to be shared
incorrectly or inadvertently.
- 3.10.15Redheal will follow the law of land in case of any
constitutional court or jurisdiction mandates to share the Health
Records for any reason.
- 3.10.16You agree and acknowledge that Redheal may need to access the
Health Record for cases such as any technical or operational issue of
the End User in access or ownership of the Records.
- 3.10.17You acknowledge that the Practitioners you are visiting may
engage Redheal's software or third party software for the purposes of
the functioning of the Practitioner’s business and Redheal's
services including but not limited to the usage and for storage of
Records (as defined in Section 3.10) in India and outside India, in
accordance with the applicable laws.
- 3.10.18To the extent that your Records have been shared with Redheal
or stored on any of the Redheal products used by Practitioner’s
you are visiting, and may in the past have visited, You hereby agree
to the storage of your Records by Redheal pertaining to such
previously visited clinics and hospitals who have tie ups with Redheal
for the purposes of their business and for Redheal's services
including but not limited to the usage and for storage of Records (as
defined in Section 3.10) in India and outside India, in accordance
with the applicable laws and further agree, upon creation of your
account with Redheal, to the mapping of such Records as may be
available in Redheal’s database to your User account.
3.11 Redheal DIAGNOSTICS
We cater to the needs of patients/Users where they need to get various
tests done. These could be for the purpose of conducting regular tests
or the specific test that the hospitals/clinics/medical practitioners
sometimes recommend. Our logistics partner/laboratory also come to your
doorstep, procure the samples and reports shall be provided by us
Information shall be collected from you shall include but does not
- Your Name,
- Your date of birth,
- Your prescription (if applicable),
- Your test details,
- Your gender,
- Name of the doctor who prescribed the tests (if applicable),
- Your email id,
- Your address,
- Your phone number,
- Your financial information and such other details as may be required
from time to time.
- You agree to provide the details sought above, for the purposes
mentioned herein. We will have access not just to your details but to
your reports and health records as well.
- You understand and agree that your personal information, health
records, shall reside with us and shall be used for R&D purposes
or shared with third parties, to bring better user experience, by
sometimes prompting you to take tests regularly if there is a
lifestyle disease/ such other concern highlighted at the time of
booking or otherwise.
- You understand that, Redheal undertakes risk assessment, but this is
provided to the best of our knowledge. They are based on reports
provided by labs and scientific studies available in public domains
(some of which are listed below). This is not meant to be professional
advice and you should always consult a physician before making any
- You understand that, we may sometimes reach out to you or record all
your calls with us and/or placed through us to laboratories and/or
logistics partner, for investigative purposes.
Home Collection Services:
- These Phlebotomy Services Terms and Conditions (“PS
T&C”) shall be applicable to patients providing samples for
testing Redheal Users availing home collection services;
- The Sample Provider shall provide the valid prescription, if required
and applicable, issued by a doctor which contains the tests that are
to be conducted, for which the Technician is required to collect the
samples from the Sample Provider.
- The Sample Providers may be required to provide a valid proof of
identification to the Technician.
- In the event the Sample Provider is not a user of the platform
operated by Redheal Technologies Private Limited
(‘Redheal’) and is providing information and seeking home
collection service by not using the Redheal platform, such Sample
Provider hereby consents to his/her information being entered on
platform and becoming a Redheal user (‘Redheal
- The Sample Provider explicitly provides consent to the Technician for
collection of the requisite samples from the Sample Provider.
- The services provided by Technician is for the purpose of enabling
diagnostic discovery of patient’s condition for which the
relevant test/ procedure is prescribed/ recommended, and for no other
- The process of home collection shall be conducted by the Technician
as per Standard Operating Procedures and policies.
- The invoice will be provided to the Sample Provider online by Redheal
either before or after the home collection service. Payment towards
the said invoice may be made either by electronic mode or cash on
delivery (ie at the time of collection of samples).
- In the event the Sample Provider has any complaints regarding the
home service collection, Technician, equipment and the like, the same
can be reported to firstname.lastname@example.org.
- In the event the deficiency of service is due to any reason
attributable to the Sample Provider and/or his agent/ representative,
in such case Technician shall not be liable to the Sample
Provider in any manner whatsoever. The Sample Provider acknowledges
that the test or analysis of the sample is carried out by a third
party provider whose authorized representative endorses the report;
Redheal bears no responsibility for any damage, loss or consequence
suffered by the Sample Provider owing to the particulars/results of
the report issued by such third party provider.
- All the information provided by Sample Providers shall be accurate
and authentic. It is explicitly clarified that Redheal does not
validate any information provided by the Sample Provider. In the event
of any non-compliance, non-adherence, breach of any terms herein by
the Sample Provider, Redheal reserves the right to refuse
providing services to the Sample Provider.
- All the information provided by Sample Providers shall be dealt with
in accordance with the Redheal Terms and Conditions and Privacy
- All general Redheal Terms and Conditions shall govern the PS T&C
to the extent applicable. Decision of Redheal is final and binding on
the issues arising under the PS T&C and Redheal Terms and
- We reserve the right to modify or terminate any portion of the PS
T&C for any reason and at any time. You should read the PS T&C
at regular intervals. Your availing of the home collection services
and/or use of the Website following any such modification constitutes
your agreement to follow and be bound by the PS T&C /Agreement so
Diagnostic Test Booking with referral code
- Referral code is applicable only on services paid online and home
sample test bookings.
- In case there is a no show from the laboratories and/or logistics
partner, at your home, then we would indicate the same before hand,
should we fail to do so, you could contact us at:
- If there are instances where you have made payments online and the
laboratories and/or logistics partner, are unable to book
appointment/collect samples from you, we would refund your money
completely within ten (10) working days.
- If there is a no show from you either at your home for collection of
samples or at the laboratories and/or logistics partners , then we
would not reimburse the amount paid to us unless upon further
investigation by Redheal there is a genuine reason for such no show,
in which case Redheal may at its discretion decide to reimburse such
Reach out to us:
- Should you intend to request stopping of notifications, you can do
so, by sending mail request to email@example.com.
- Should you have any recommendations or such other requests, you could
reach out to us at firstname.lastname@example.org.