Terms of Use

1. Nature and Applicability of Terms

Healthcall (operated as a sole proprietorship, which also includes its affiliates/group companies under the brand "Healthcall", "we", "us", or "our") is the author and publisher of the internet resource www.healthcall.in and the mobile application ‘Healthcall’ (together, “Website”).

Healthcall United Arab Emirates (‘UAE’) User's please refer to the Terms applicable in the UAE region here: Healthcall terms & conditions only applicable for UAE.

Healthcall United States of America ('USA') User's please refer to the Terms applicable in the USA region here: Healthcall terms & conditions only applicable for USA.

Please carefully go through these terms and conditions (“Terms”) and the privacy policy available at https://healthcall.in/privacy(“Privacy Policy”) before you decide to access the Website or avail the services made available on the Website by Healthcall. These Terms and the Privacy Policy together constitute a legal agreement (“Agreement”) between you and Healthcall in connection with your visit to the Website and your use of the Services (as defined below).

The Agreement applies to you whether you are:

• A medical practitioner or healthcare 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 “User”); or
• A patient, his/her representatives or affiliates, searching for Practitioners through the Website (“End-User”, “you” or “User”); or
• Otherwise a user of the Website (“you” or “User”).

This Agreement applies to those services made available by Healthcall on the Website (“Services”), including but not limited to the following:

• For Practitioners: Listing of Practitioners and their profiles and contact details, to be made available to the other Users and visitors to the Website;
• For other Users: Facility to (i) create and maintain 'Health Accounts', (ii) search for Practitioners by name, specialty, and geographical area, or any other criteria that may be developed and made available by Healthcall, and (iii) to make appointments with Practitioners.

The Services may change from time to time, at the sole discretion of Healthcall, and the Agreement will apply to your visit to 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 time.

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 support@healthcall.in.

BY DOWNLOADING OR ACCESSING THE WEBSITE TO USE THE SERVICES, YOU IRREVOCABLY ACCEPT ALL THE CONDITIONS STIPULATED IN THIS AGREEMENT, THE SUBSCRIPTION TERMS OF SERVICE AND PRIVACY POLICY, AS AVAILABLE ON THE WEBSITE, AND AGREE TO ABIDE BY THEM. THIS AGREEMENT SUPERSEDES ALL PREVIOUS ORAL AND WRITTEN TERMS AND CONDITIONS (IF ANY) COMMUNICATED TO YOU RELATING TO YOUR USE OF THE WEBSITE TO AVAIL THE SERVICES. BY AVAILING ANY SERVICE, YOU SIGNIFY YOUR ACCEPTANCE OF THE TERMS OF THIS AGREEMENT.

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 Healthcall 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 Agreement.

3.1 End-User Account and Data Privacy

3.1.1The terms "personal information" and "sensitive personal data or information" are defined under the SPI Rules, and are reproduced in the Privacy Policy.

3.1.2Healthcall 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 Healthcall's services and to build new services.

3.1.3The Website allows Healthcall 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 practice.

3.1.4 The Privacy Policy sets out, inter-alia, the type of information collected from Users, the purpose, means and modes of usage of such information, and to whom Healthcall will disclose such information.

3.1.5 The User is expected to read and understand the Privacy Policy, so as to ensure that he or she has the knowledge of the collection of information, its purpose, intended recipients, nature of collection/retention, and various rights available to Users.

3.1.6 Healthcall 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 Healthcall or to any other person acting on behalf of Healthcall.

3.1.7The 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 Healthcall of any actual or suspected unauthorized use of the User's account or password.

3.1.8 If a User provides any information that is untrue, inaccurate, not current or incomplete, or Healthcall has reasonable grounds to suspect that such information is untrue, inaccurate, not current or incomplete, Healthcall has the right to discontinue the Services to the User at its sole discretion.

3.1.9 Healthcall may use such information collected from the Users from time to time for the purposes of debugging customer support related issues.

3.1.10Against every Practitioner listed in healthcall.in, you may see a 'show number' option. When you choose this option, you choose to call the number through a free telephony service provided by Healthcall, and the records of such calls are recorded and stored in Healthcall's servers. Such call will have an IVR message stating the purpose of recording your calls and your consent to such recordings which are dealt with as per the Privacy Policy. In case you choose to not provide your consent to recording your calls that may have personal information required for appointment and booking purposes, Healthcall reserves the right to not provide the Services for which such personal information is sought.

3.2 Relevance Algorithm

Healthcall'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 Healthcall. Healthcall 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. Healthcall 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

3.3.1 Healthcall collects, directly or indirectly, and displays on the Website, relevant information regarding the profile and practice of the Practitioners listed on the Website. Healthcall takes reasonable efforts to ensure that such information is updated at frequent intervals. Although Healthcall 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 Healthcall 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). Healthcall does not provide or make any representation, warranty or guarantee, express or implied about the Website or the Services. Healthcall 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, Healthcall 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 Healthcall or any User.

3.3.3The Website may be linked to the website of third parties, affiliates and business partners. Healthcall 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. User may use the links and these services at User's own risk.

3.3.4Healthcall 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 Healthcall determines that you have provided fraudulent, inaccurate, or incomplete information, including through feedback, Healthcall reserves the right to immediately suspend your access to the Website or any of your accounts with Healthcall and makes such declaration on the website alongside your name/your clinic's name as determined by Healthcall for the protection of its business and in the interests of Users. You shall be liable to indemnify Healthcall for any losses incurred as a result of your misrepresentations or fraudulent feedback.

3.3.6The information published under the head of "Industry wide city-wise Pricing Graph" is derived from a benchmarking group that is determined to be relevant by Healthcall in the relevant city. Healthcall has published this information for guidance purpose and does not have the ability to ascertain accuracy of the data. Healthcall is not liable in any manner for any consequence whatsoever arising out of any use of the information published here.

3.4 Book Appointment and Call Facility

Healthcall enables Users to connect with Practitioners through two methods: a) Book facility that allows Users book an appointment through the Website; b) Value added telephonic services which connect Users directly to the Practitioner's number provided on the Website.

3.4.1 Healthcall will ensure Users are provided confirmed appointment on the Book facility. However, Healthcall has no liability if such an appointment is later cancelled by the Practitioner, or the same Practitioner is not available for appointment. Provided, it does not fall under the heads listed under the Healthcall Guarantee Program, in which case the terms of this program shall apply.

3.4.2 If a User has utilized the telephonic services, Healthcall reserves the right to share the information provided by the User with the Practitioner and store such information and/or conversation of the User with the Practitioner, in accordance with our Privacy Policy.

3.4.3 The results of any search Users perform on the Website for Practitioners should not be construed as an endorsement by Healthcall of any such particular Practitioner. If the User decides to engage with a Practitioner to seek medical services, the User shall be doing so at his/her own risk.

3.4.4 Without prejudice to the generality of the above, Healthcall is not involved in providing any healthcare or medical advice or diagnosis and hence is not responsible for any interactions between User and the Practitioner. User understands and agrees that Healthcall will not be liable for:

• User interactions and associated issues User has with the Practitioner;
• the ability or intent of the Practitioner(s) or the lack of it, in fulfilling their obligations towards Users;
• any wrong medication or quality of treatment being given by the Practitioner(s), or any medical negligence on part of the Practitioner(s);
• inappropriate treatment, or similar difficulties or any type of inconvenience suffered by the User due to a failure on the part of the Practitioner to provide agreed Services;
• any misconduct or inappropriate behaviour by the Practitioner or the Practitioner's staff;
• 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, Healthcall Guarantee Program.

3.4.5 Users are allowed to provide feedback about their experiences with the Practitioner, however, the User shall ensure that, the same is provided in accordance with applicable law.

3.4.6In case of a 'Patient-No-Show (P.N.S)' where the User does not show-up at the concerned Practitioner's clinic: User's account will be temporarily disabled from booking further online appointments on healthcall.in for next four (4) months, in case of three (3) Valid PNS, as per the Patient-No-Show Policy. Patient-No-Show (P.N.S) 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. When Practitioner marks an appointment as P.N.S. using the Healthcall Ray software or Healthcall Pro App within five (5) days, a PNS Communication will be sent to the User to confirm on the incident.

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 support@healthcall.in within five (5) days; in which case, the entire consultation amount will be refunded to the User within five (5) to six (6) business days in the original mode of payment. In case the User does not show up without cancelling the appointment beforehand, the amount will not be refunded.

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 may be provided by individuals in the medical profession. The provision of such Information does not create a licensed medical professional/patient relationship, between Healthcall 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 practitioner.

3.5.2 It is hereby expressly clarified that, the Information that you obtain or receive from Healthcall, and its employees, contractors, partners, sponsors, advertisers, licensors 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.

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 another person's behalf), please contact an ambulance service or hospital directly.

3.6 Healthcall Consult

Healthcall Consult is an online platform that enables Users to connect with Practitioners for online video, audio, or text consults. Healthcall Consult facilitates communication, data sharing, and payment processing. Healthcall does not deliver medical advice, and consultations are between the End-User and the chosen clinical Practitioner. All payments and subscription plans are non-refundable except where explicit booking cancellations apply prior to practitioner engagement.

3.7 Healthcall Health Feed

3.7.1 Healthcall Health Feed is an online content platform available on the Website, wherein Practitioners who have created a Healthcall profile can login and post health and wellness related content.

3.7.2Practitioners can use Healthcall Health Feed by logging in from their account, creating original content ("Content"), and uploading said Content to Healthcall's servers. Healthcall will make available to the User a gallery of images licensed by Healthcall from a third party stock image provider ("Healthcall Gallery"). The Practitioner acknowledges that the Practitioner will use the images from the Healthcall Gallery at their own risk. The Content uploaded does not constitute medical advice.

3.7.3 Practitioners acknowledge that they are the original authors and creators of any Content uploaded by them and that no Content uploaded would constitute infringement of intellectual property. Practitioners agree to absolve Healthcall from and indemnify Healthcall against all claims arising from third party intellectual property claims.

3.7.4 Practitioner hereby assigns to Healthcall, in perpetuity and worldwide, all intellectual property rights in any Content created and uploaded by the User via Healthcall Health Feed.

3.7.5 Healthcall shall have the right to edit or remove the Content and any comments in such manner as it may deem fit on Healthcall Health Feed at any time.

3.8 Content Ownership and Copyright Conditions of Access

3.8.1 The contents listed on the Website are (i) User generated content, or (ii) belong to Healthcall. The information that is collected by Healthcall directly or indirectly from the End-Users and the Practitioners shall belong to Healthcall. Copying of the copyrighted content published by Healthcall on the Website for any commercial purpose will be a violation of copyright and Healthcall reserves its rights under applicable law.

3.8.2Healthcall 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 (collectively, "Healthcall Content"), are the property of Healthcall and are protected under copyright, trademark and other laws.

3.8.3 User shall not access the Services for purposes of monitoring their availability, performance or functionality, or for any other benchmarking or competitive purposes.

3.9 Patient Stories & Critical Content

You are solely responsible for the content that you choose to submit for publication on the Website, including any patient stories or recommendations ("Critical Content") relating to Practitioners. The role of Healthcall in publishing Critical Content is restricted to that of an 'intermediary' under the Information Technology Act, 2000. Healthcall disclaims all responsibility with respect to the content of Critical Content. You agree that Healthcall may contact you through telephone, email, SMS, or any other electronic means for feedback or query resolutions.

3.10 Records

Healthcall may provide End-Users with a free facility known as 'Records' on its mobile application 'Healthcall'. Information available in your Records is of two types:

• User-created: Information uploaded by you or information generated during your interaction with Healthcall ecosystem.
• Practice-created: Health Records generated by your interaction with a Practitioner who uses 'Healthcall Ray' or other Services of Healthcall software.

3.10.1 Your Records is only created after you have signed up and explicitly accepted these Terms.

3.10.2 Any Practice created Health Record is provided on an as-is basis at the sole intent, risk and responsibility of the Practitioner and Healthcall does not validate the said information. You should contact the relevant Practitioner in case you wish to point out any discrepancies.

3.10.3 Healthcall uses industry–level security and encryption for your Health Records. However, Healthcall does not guarantee to prevent unauthorized access if you lose your login credentials or they are otherwise compromised. Please safeguard your login credentials and report any actual suspected breach of account to support@healthcall.in.

3.11 Healthcall Medicine Information

Healthcall provides access to general medicine information for educational and reference purposes. All information regarding chemical components, alternative drugs, and indications is compiled from licensed medical directories. However, Healthcall does not evaluate drug safety, accuracy, or efficacy. Consult a certified medical practitioner or pharmacist before buying or consuming any medicine.

3.12 Healthcall Q&A

3.12.1 Terms for Practitioners:

• Every Practitioner on the Q&A Platform must be qualified in the area of expertise that he represents.
• The Q&A Platform is a forum for exchange of information which is of general nature. It is not for emergency situations.
• Any Q&A interaction cannot be construed as a medical consultation with the Practitioner, in any manner whatsoever.
• Practitioners cannot issue and/or prescribe any medicines on the Q&A platform. It is a platform for exchange of information and not consultation.

3.12.2 Terms for User/Querist:

• The personally identifiable information of the querist shall be anonymized by Healthcall prior to posting the question.
• Q&A Platform is a public forum for exchange of information, hence, any question posted is visible publicly. Ensure no confidential info is published.
• User shall not use the Q&A Platform for emergency situations.

3.13 Healthcall Diagnostics

Healthcall allows Users to book diagnostic tests and laboratory packages at associated clinics or certified partner labs. Healthcall coordinates appointment slots, home collection facilities, and digital dispatch of medical reports. Partner labs are solely responsible for laboratory accuracy, testing methodologies, clinical calibrations, and compliance with national healthcare diagnostic guidelines.

3.14 Healthcall HealthCash

3.14.1 Healthcall HealthCash is a grant of benefit in the form of credits in the Healthcall accounts of the Users in the form and under circumstances decided by Healthcall from time to time.

3.14.2 Healthcall HealthCash can be redeemed by the User only to pay online for Permitted Services (Ordering medicines, online consults, diagnostic test pre-payments, and healthcare plans).

3.14.3 Healthcall HealthCash cannot be converted to actual money nor can be transferred to any bank accounts. It received by each User may have an expiry date associated with it.

3.15 Healthcall Dental Clinics Program

3.15.1 Healthcall Dental Clinics are subject to a rigorous selection process. Clinics are evaluated based on their process, equipment, and techniques by the medical team at Healthcall.

3.15.2Clinics successfully onboarded into the program will be designated with a "Healthcall Dental" tag, prominently displayed next to the clinic's doctor listing.

3.15.3 Patients have the option to book appointments and make payments online through the Healthcall platform or choose to pay offline at the clinic. Healthcall Dental Clinics ensure a superior visit experience, extending guarantee parameters.

4. Terms of Use: Practitioners

4.1 Listing Policy:

4.1.1Healthcall, directly and indirectly, collects and displays information regarding the Practitioners' profiles, qualifications, consulting fees, clinic schedules, and contact details. Practitioners must ensure all listed clinical data is accurate, complete, and not misleading. Healthcall reserves the right to unlist clinics that violate clinical advertising regulations or fail to maintain valid registrations.

4.2 Practitioner Profile Publishing:

Practitioners must ensure they possess all active licenses, degrees, and registrations required by the Medical Council of India or relevant local health authorities. Practitioners agree to notify Healthcall immediately if their medical license is suspended, revoked, or challenged.

4.3 Patient Feedback and Reviews:

Healthcall displays patient stories and clinic reviews. Practitioners agree that these stories reflect patient experiences and that Healthcall is not responsible for reviews. Practitioners are prohibited from posting fraudulent, fake, or self-promoting feedback.

4.4 Telephony/Call Records:

Practitioners listed with telephony options agree that patient calls routed through Healthcall virtual numbers are recorded and stored for audit, service quality verification, and listing accuracy purposes.

4.5 Provider Portal Usage (Healthcall Ray/Pro):

Practitioners using clinical management software (such as 'Healthcall Ray') are responsible for maintaining credentials confidentiality. Practitioners agree that digital signatures uploaded are used solely to sign medical documentation and clinical notes.

5. Rights & Prohibited Content

5.1 User Prohibitions:Users shall not host, display, upload, modify, publish, transmit, store, update or share any information that is defamatory, obscene, pornographic, invasive of another's privacy, hateful, racially or ethnically objectionable, or unlawful.

5.2 Platform Security: You are prohibited from crawling, hacking, reverse-engineering, introducing malicious scripts/viruses, or attempting to bypass security protocols.

5.3 Account Suspension: Healthcall reserves the right to suspend, terminate, or delete User or Practitioner accounts immediately for any breaches of these terms or fraudulent activity.

6. Disclaimers & Limitation of Liability

6.1 No Medical Service Provider: Healthcall is a scheduling, matching, and information routing platform. We do not provide clinical advice or verify medical diagnoses. We are not responsible for the quality of care or clinical outcomes delivered by listed Practitioners.

6.2 Limitation: To the maximum extent permitted by law, Healthcall (including its sole proprietor) shall not be liable for any indirect, incidental, special, exemplary, or consequential damages arising out of practitioner consultations, medical treatment, or listing discrepancies. Total aggregate liability is limited to INR 200.

7. Governing Law & Dispute Resolution

This Agreement is governed by and construed in accordance with the laws of India. Any legal action, suit, or dispute arising under these Terms shall be subject to the exclusive jurisdiction of the courts located in Bangalore, Karnataka, India.

8. Terms Compliance Representative