Terms & Conditions

1. Acceptance of these terms

These Terms & Conditions ("Terms") form a binding agreement between you and Vedhik Health Care ("Vedhik Health Care", "we", "us", "our"). By creating an account, placing a service request, or otherwise using our website or mobile application (together, the "Platform"), you confirm that you have read, understood, and agree to these Terms and to our Privacy Policy.

If you do not agree, please do not use the Platform or our services.

2. Definitions

• "Platform" — our website and the Vedhik Health Care mobile application for Android and iOS.
• "Services" — home nursing, elderly care, physiotherapy at home, post-hospitalisation care, lab sample collection, doctor consultation support, medicine delivery, medical equipment rental and assistance, and health monitoring.
• "Healthcare Professional" — a nurse, caregiver, physiotherapist, doctor, or technician engaged or empanelled by us.
• "Partner" — a pharmacy, diagnostic laboratory, or equipment supplier we work with.
• "Patient" — the person receiving care, who may be you or someone you book on behalf of.
• "You" — the person using the Platform or requesting a Service.

3. Eligibility

• You must be at least 18 years old and legally capable of entering into a contract.
• You may book care for a patient under 18, or for an adult who lacks capacity, only if you are their parent, legal guardian, or an authorised family member or representative.
• By booking on someone else's behalf you confirm you have their authority (or lawful authority) to share their information and consent to care on their behalf.

4. What we are — and what we are not

Vedhik Health Care arranges and coordinates the delivery of healthcare services in your home. Depending on the Service:

• we may provide the Service directly through our own engaged Healthcare Professionals; or
• we may act as a facilitator connecting you with an independent Healthcare Professional or Partner.

We are not a hospital, clinic, nursing home, or emergency medical service. Healthcare Professionals exercise their own independent clinical judgement and are responsible for the care they deliver and for maintaining their own registrations and qualifications. Where we act as a facilitator, the contract for that professional service is between you and the Healthcare Professional or Partner.

We verify credentials and conduct background checks on the Healthcare Professionals we engage, but we do not guarantee any particular clinical outcome.

5. No medical advice

Content on the Platform — service descriptions, articles, FAQs, and general information — is for information only and is not medical advice, diagnosis, or treatment. It is not a substitute for consultation with a qualified medical practitioner. Never disregard or delay seeking professional medical advice because of something you read on the Platform.

Any advice given during a consultation is the responsibility of the consulting practitioner and is based on the information you provide. Incomplete or inaccurate information may lead to inappropriate advice.

6. Your account

• You must provide accurate, current, and complete information when registering, and keep it updated.
• Your account is verified by an OTP sent to your mobile number. You are responsible for keeping access to that number and your device secure.
• You are responsible for all activity under your account. Notify us immediately at vedhikhealthcare@gmail.com if you suspect unauthorised use.
• One account per person. You may not transfer or sell your account.
• You may delete your account at any time — see section 13 of our Privacy Policy.

7. Placing a service request

• A request submitted through the Platform is an offer, not a confirmed booking.
• A booking is confirmed only when we accept it and notify you in the app, by SMS, or by WhatsApp.
• We may decline or cancel a request — for example if the location is outside our service area, no suitable professional is available, the requirement is clinically unsuitable for home care, a valid prescription is missing, or the information given is inaccurate.
• Appointment times are estimates. Traffic, clinical emergencies, and patient conditions can cause delays; we will keep you informed.
• We may substitute an equally qualified Healthcare Professional where the assigned one is unavailable.

8. Doctor consultation support

• Consultations are conducted by registered medical practitioners, in person at home or remotely.
• Any teleconsultation is provided in accordance with the Telemedicine Practice Guidelines, 2020 issued under the Indian Medical Council Act.
• The practitioner decides, at their sole discretion, whether a condition can be safely assessed remotely, and may require an in-person examination or refer you to a hospital.
• Prescriptions are issued at the practitioner's clinical discretion. We cannot guarantee that any consultation will result in a prescription.
• Teleconsultation has inherent limitations and is not suitable for emergencies or conditions requiring physical examination or investigation.

9. Nursing and home care services

• The scope of care — tasks, duration, and shift pattern — is agreed before the visit and set out in your booking.
• Healthcare Professionals will perform only tasks within their qualification, competence, and scope of practice.
• They may decline any task that is unsafe, outside their scope, or clinically inappropriate.
• You must provide a safe, clean, and reasonable working environment, and disclose anything relevant to the professional's safety.
• Live-in and long-duration care includes reasonable rest and meal breaks as agreed at booking.

10. Medicine delivery

• A valid, legible prescription from a registered medical practitioner is required for all prescription medicines, including Schedule H, H1, and X drugs. Orders without one will be rejected.
• We may contact the prescribing practitioner to verify a prescription, and may refuse or cancel any order we believe to be invalid, altered, expired, duplicated, or unlawful.
• We do not supply narcotic or psychotropic substances, habit-forming drugs beyond what is lawfully permitted, or any medicine whose home delivery is restricted by law.
• Availability, brand, and price are subject to change. Where an item is unavailable, we will inform you; substitution is made only with your consent and, where required, the prescriber's approval.
• Always check the medicine, strength, quantity, batch, and expiry at the point of delivery. Medicines once delivered cannot be returned or exchanged, except where the item is damaged, expired, or incorrectly supplied — in which case notify us within 24 hours of delivery.
• Store medicines as directed and follow the prescriber's dosage instructions. We are not responsible for consequences of self-medication or of not following the prescription.

11. Lab sample collection

• Samples are collected by trained phlebotomists and processed by accredited Partner laboratories.
• You must follow all preparation instructions — fasting, hydration, medication timing. Failure to do so may invalidate results and a repeat collection may be chargeable.
• Reports are issued by the testing laboratory, which is responsible for their accuracy. Turnaround times are estimates.
• Some samples may be rejected for clinical reasons — insufficient volume, haemolysis, or transport conditions. A recollection will be arranged.
• Reports are not a diagnosis. Always review them with a qualified practitioner.

12. Medical equipment rental

• Rented equipment — including hospital beds, oxygen concentrators, wheelchairs, and nebulisers — remains our property or that of our Partner at all times.
• A refundable security deposit may be payable before delivery and is refunded after the equipment is returned and inspected.
• Rental charges accrue for the agreed period. Late returns are charged at the applicable daily rate.
• Inspect the equipment on delivery and report any defect immediately. Equipment is delivered cleaned, sanitised, and in working condition.
• You must use the equipment only for its intended purpose and in accordance with the instructions and any demonstration given, and must not modify, repair, sublet, move to another address, or sell it.
• You are responsible for loss, theft, or damage beyond fair wear and tear, and for the cost of repair or replacement, which may be deducted from the deposit.
• Report any malfunction immediately and stop using the equipment. Do not attempt repairs yourself.
• Oxygen and other life-supporting equipment must never be your sole contingency. Keep a backup plan and emergency contact available; power failures and equipment faults can occur.
• We may inspect, service, or recover equipment on reasonable notice.

13. Service area

We currently operate within Kollam district, Kerala. We may decline requests outside this area. Coverage may change; the Platform will reflect the current service area.

14. Pricing, payment, and taxes

• Prices are quoted before you confirm a booking and are in Indian Rupees (INR), inclusive of applicable taxes unless stated otherwise.
• Additional charges may apply for extended duration, additional tasks, consumables, distance, or out-of-hours service. These will be communicated before they are incurred wherever practicable.
• Payment may be taken in advance, on completion, or as otherwise agreed, through the payment methods offered on the Platform.
• Payments are processed by third-party payment gateways. We do not store your card, UPI, or banking credentials.
• You are responsible for any charges levied by your bank or payment provider.
• We may revise pricing at any time; changes do not affect bookings already confirmed.

15. Cancellation and refunds

15.1 Cancellation by you

• Cancel through the app or by calling our helpline.
• Cancellations made more than 4 hours before the scheduled start are refunded in full.
• Cancellations made within 4 hours of the scheduled start, or after a professional has been dispatched, may incur a cancellation fee covering travel and allocation costs.
• If nobody is present at the address, or access is refused on arrival, the visit may be charged in full.

15.2 Cancellation by us

If we cancel a confirmed booking for any reason attributable to us, you receive a full refund, and we will offer to reschedule.

15.3 Refund processing

• Approved refunds are initiated within 7 working days and credited to the original payment method. Your bank may take additional time.
• Equipment deposits are refunded after return and inspection, less any deduction for loss or damage.
• Medicines are non-returnable except as set out in section 10.
• Completed services and tests already processed are not refundable.

To raise a refund request, contact us at vedhikhealthcare@gmail.com or +91 95395 31077.

16. Your responsibilities

• Give accurate, complete, and current information about the patient, their condition, medication, allergies, and any infectious disease risk. Care decisions depend on it.
• Provide a safe, hygienic, and accessible environment for the Healthcare Professional, free from harassment, intimidation, and abuse.
• Ensure someone responsible is present where the patient cannot direct their own care.
• Treat our staff with respect and dignity. We operate a zero-tolerance policy on abuse, harassment, discrimination, and unsafe conditions, and will withdraw service immediately where it occurs.
• Do not engage, solicit, or privately hire our Healthcare Professionals outside the Platform during their engagement with us and for 6 months afterwards.
• Secure pets, and disclose any hazard at the premises.
• Pay all agreed charges on time.

17. Prohibited conduct

You must not:

• use the Platform for any unlawful purpose, or to obtain medicines unlawfully;
• submit false, forged, altered, or another person's prescription;
• impersonate any person or misrepresent your relationship to a patient;
• upload malicious code, attempt to breach security, scrape, reverse-engineer, decompile, or interfere with the Platform;
• copy, resell, or commercially exploit the Platform or its content;
• post unlawful, defamatory, obscene, or infringing content; or
• use the Platform in a way that damages, disables, or impairs it for others.

18. Intellectual property

The Platform, its design, text, graphics, logos, the Vedhik Health Care name and mark, and all software are owned by us or our licensors and are protected by intellectual property law. We grant you a limited, personal, non-exclusive, non-transferable, revocable licence to use the Platform for its intended purpose. All other rights are reserved. You may not use our name or marks without our prior written permission.

19. App store terms

Where you download our app from a third-party app store, the following applies in addition to these Terms:

• Your use of the app must also comply with the applicable app store's terms of service.
• Apple App Store: these Terms are between you and Vedhik Health Care only, not with Apple. Apple is not responsible for the app or its content. Apple has no obligation to provide maintenance or support. If the app fails to conform to any applicable warranty, you may notify Apple, and Apple will refund the purchase price (if any); Apple has no other warranty obligation. Apple is not responsible for addressing any claim relating to the app, including product liability, regulatory non-compliance, or consumer protection claims. Apple is not responsible for any third-party intellectual property claim relating to the app. You confirm you are not located in a country subject to a U.S. Government embargo or designated as terrorist-supporting, and are not on any U.S. Government restricted-parties list. Apple and its subsidiaries are third-party beneficiaries of these Terms and may enforce them against you.
• Google Play: these Terms are between you and Vedhik Health Care only, not with Google. Google is not responsible for the app or its content.

20. Disclaimers

To the fullest extent permitted by law, the Platform is provided "as is" and "as available", without warranties of any kind, express or implied, including merchantability, fitness for a particular purpose, and non-infringement.

We do not warrant that the Platform will be uninterrupted, timely, secure, or error-free, that defects will be corrected, or that any particular clinical outcome will be achieved. We are not responsible for the independent clinical judgement of a Healthcare Professional, for the accuracy of laboratory reports issued by a Partner, or for the manufacture or inherent quality of medicines or equipment supplied by a Partner.

21. Limitation of liability

To the fullest extent permitted by law:

• we are not liable for indirect, incidental, special, consequential, punitive, or exemplary loss, or for loss of profit, revenue, data, or goodwill;
• our total aggregate liability arising out of or relating to a Service is limited to the amount you paid for that Service;
• we are not liable for failure or delay caused by events beyond our reasonable control, including natural disaster, epidemic, strike, civil unrest, network or power failure, or government action.

Nothing in these Terms excludes or limits liability for death or personal injury caused by our proven negligence, for fraud, or for any liability that cannot lawfully be excluded. Your statutory rights as a consumer under the Consumer Protection Act, 2019 are unaffected.

22. Indemnity

You agree to indemnify and hold harmless Vedhik Health Care, its officers, employees, and Healthcare Professionals from any claim, loss, liability, or expense (including reasonable legal fees) arising from your breach of these Terms, your misuse of the Platform, information you provide that is false or incomplete, or your violation of any law or third-party right.

23. Suspension and termination

We may suspend or terminate your access, with or without notice, if you breach these Terms, provide false information, submit an invalid prescription, abuse or endanger our staff, fail to pay, or use the Platform unlawfully. You may stop using the Platform and delete your account at any time. Sections that by their nature should survive termination — including intellectual property, disclaimers, limitation of liability, indemnity, and governing law — will survive.

24. Governing law and jurisdiction

These Terms are governed by the laws of India. Subject to section 25, the courts at Kollam, Kerala have exclusive jurisdiction over any dispute arising out of or relating to these Terms or the Services.

25. Grievance redressal

We aim to resolve every complaint quickly and fairly. Contact us first at vedhikhealthcare@gmail.com or +91 95395 31077.

If your complaint is unresolved, escalate it to our Grievance Officer, appointed under the Information Technology Act, 2000 and the rules made under it:

Grievance Officer
[Name of Grievance Officer — to be inserted]
Vedhik Health Care
42/591, Amrithukulam, Mundakkal,
Kollam, Kerala, India
Email: vedhikhealthcare@gmail.com
Phone: +91 95395 31077

We acknowledge complaints within 24 hours and aim to resolve them within 15 days.

26. Changes to these terms

We may update these Terms from time to time. The "last updated" date above reflects the current version. Material changes will be notified in the app, by email, or by a prominent notice on this page before taking effect. Continuing to use the Platform after a change means you accept the revised Terms.

27. General

• Entire agreement: these Terms and the Privacy Policy are the entire agreement between us regarding the Platform.
• Severability: if any provision is held unenforceable, the rest remains in force.
• No waiver: failure to enforce a provision is not a waiver of it.
• Assignment: you may not assign your rights without our consent; we may assign ours in connection with a merger or transfer of business.
• Language: these Terms are in English, which prevails over any translation.

28. Contact us

Vedhik Health Care
42/591, Amrithukulam, Mundakkal,
Kollam, Kerala, India
Email: vedhikhealthcare@gmail.com
Phone: +91 95395 31077

See also our Privacy Policy.