Terms & Conditions

Introduction

These Terms & Conditions ("Terms") constitute a legally binding agreement between you ("you", "User", "Patient") and MeraDoc Healthtech Private Limited ("MeraDoc", "Company", "we", "us", "our") governing your access to and use of the Platform.

By accessing, registering on, or using the Platform, you confirm that you have read, understood, and agree to be bound by these Terms and by our Privacy & Data Protection Policy and Payments & Refund Policy, which are incorporated by reference. If you do not agree, please do not use the Platform.

These Terms are an electronic record under the Information Technology Act, 2000 and the rules made thereunder, and do not require any physical or digital signature.

1. Definitions

• Platform — the MeraDoc website, mobile application, and related services.
• Services — the technology services provided by MeraDoc that facilitate teleconsultations, health information, appointment management, prescription support, medicine ordering, diagnostic test booking, and related features.
• RMP / Doctor — a Registered Medical Practitioner enrolled with the National Medical Commission (NMC) or a State Medical Council, who provides consultations through the Platform. This includes General Physicians and specialists across various fields of medicine.
• Teleconsultation — a consultation between a User and an RMP conducted remotely via video or audio.
• Partner — an independent, third-party service provider integrated with the Platform (including via API) to fulfil certain services, including Pharmacy Partners, Diagnostics Partners, telephony providers, and payment providers.
• Pharmacy Partner — a licensed third-party pharmacy that processes, dispenses, and delivers medicines ordered through the Platform.
• Diagnostics Partner — an accredited third-party diagnostic laboratory that provides sample collection, testing, and reporting for tests booked through the Platform.
• Content — text, graphics, software, branding, and other material made available on the Platform.
• User Content — information, health details, documents, and other material you submit through the Platform.

2. Eligibility

• You must be at least 18 years of age and competent to enter into a contract under the Indian Contract Act, 1872.
• A minor may use the Platform only under the supervision of, and with consent from, a parent or lawful guardian. Consistent with the Telemedicine Practice Guidelines, a teleconsultation for a minor must be conducted with an identified adult family member or guardian in attendance.
• By using the Platform, you represent that the information you provide is accurate and that you are legally permitted to use the Services in your jurisdiction.

3. Nature of Services

MeraDoc is not a hospital, pharmacy, or diagnostic laboratory, and does not itself practise medicine, dispense medicines, or conduct diagnostic tests. MeraDoc provides a technology platform that connects you with independent RMPs and Partners. The professional advice, diagnosis, treatment, dispensing of medicines, and diagnostic testing are provided by the relevant RMP or Partner, who is solely responsible for their respective services.

• Consult General Physicians and specialists through online consultations;
• Obtain health advice and medical guidance from RMPs;
• Receive prescription support, where applicable and lawful;
• Order medicines through integrated, licensed Pharmacy Partners;
• Book diagnostic tests and health check-up packages through integrated, accredited Diagnostics Partners;
• Schedule appointments, manage health records, and arrange follow-ups.

4. Doctor Consultations

• Consultations are available with General Physicians and specialists across various fields of medicine, subject to availability.
• Video is the primary mode of consultation and takes place entirely within the MeraDoc app or website, without redirection to any external or third-party application.
• Audio consultations are also available. Audio calls are connected through a company-owned, MeraDoc-branded telephone line operated via a third-party telephony service provider using number-masking technology. As a result, neither your personal phone number nor the doctor's personal phone number is revealed to the other party.
• Consultations on the Platform are provided only by RMPs registered with the NMC or a State Medical Council, who are expected to follow the Telemedicine Practice Guidelines and applicable professional standards.
• RMPs provide advice based on the information you share. The accuracy and completeness of a diagnosis or advice depend on the accuracy and completeness of the information you provide.
• A teleconsultation has inherent limitations compared to an in-person examination. An RMP may determine that your condition requires an in-person visit, physical examination, or investigations, and may decline to provide a diagnosis or prescription remotely.
• By initiating a consultation, you provide implied consent to the teleconsultation. Where audio or video recording of a consultation takes place, it will be done only with appropriate consent as required by law and as described in our Privacy & Data Protection Policy.
• The RMP may exercise professional judgement to refuse, pause, or terminate a consultation where it is not clinically appropriate or safe to continue.

5. Prescriptions

• Where clinically appropriate, an RMP may issue a prescription in accordance with the Telemedicine Practice Guidelines and applicable law.
• Certain categories of medicines (including prohibited and restricted drugs, such as those listed in the relevant schedules under the Drugs and Cosmetics Act and rules) cannot be prescribed through teleconsultation.
• Prescriptions are issued at the sole professional discretion of the RMP. MeraDoc does not influence, alter, or guarantee any prescription.
• You are responsible for using any medication strictly as directed and for consulting a pharmacist or doctor about interactions, allergies, or side effects.

6. Medicine Ordering (Pharmacy Services)

• The Platform enables you to order medicines and healthcare products, which are fulfilled by integrated, licensed Pharmacy Partners. MeraDoc facilitates the booking only and acts as a technology intermediary.
• MeraDoc is not a pharmacy and does not stock, sell, dispense, or deliver medicines. The processing of your order, dispensing, packaging, and delivery are carried out solely by the Pharmacy Partner, who is responsible for the quality, safety, genuineness, and lawful supply of the products.
• Medicines that require a prescription will be supplied by the Pharmacy Partner only against a valid prescription and in accordance with the Drugs and Cosmetics Act, 1940 and the rules made thereunder.
• Pricing, availability, substitutions, delivery timelines, order cancellations, returns, and refunds for medicines are determined by the Pharmacy Partner and are governed by their terms and by our Payments & Refund Policy.
• You are responsible for providing accurate delivery and prescription details, and for verifying the medicines, quantity, expiry, and packaging upon delivery.
• MeraDoc does not warrant or guarantee the availability, quality, efficacy, or fitness of any medicine; such responsibility rests with the manufacturer and the dispensing Pharmacy Partner.

7. Diagnostics and Lab Test Booking

• The Platform enables you to book diagnostic tests, investigations, and health check-up packages, which are fulfilled by integrated, accredited Diagnostics Partners. MeraDoc facilitates the booking only and acts as a technology intermediary.
• MeraDoc is not a diagnostic laboratory and does not collect samples, perform tests, or generate reports. Sample collection (including home collection where offered), testing, and reporting are carried out solely by the Diagnostics Partner, who is responsible for the accuracy, quality, accreditation, and timeliness of the tests and reports.
• Test reports are prepared and issued by the Diagnostics Partner. The Platform may facilitate access to or delivery of your reports, but MeraDoc does not interpret, validate, or guarantee any diagnostic result. Any report should be reviewed and interpreted by a qualified RMP.
• Pricing, availability, home-collection scheduling, sample re-collection, cancellations, and refunds for diagnostic services are determined by the Diagnostics Partner and are governed by their terms and by our Payments & Refund Policy.
• You are responsible for providing accurate details and for following any pre-test instructions (such as fasting) communicated to you.

8. User Accounts and Registration

• You may need to create an account to access certain Services. You agree to provide accurate, current, and complete information and to keep it updated.
• You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account.
• You must notify us immediately of any unauthorised use of your account or any other breach of security.
• You may not share, sell, or transfer your account, or create an account using another person's identity without authority.
• We reserve the right to refuse, suspend, or cancel registration at our discretion where these Terms are breached.

9. User Responsibilities and Acceptable Use

Violation of these responsibilities may result in suspension or termination and may be reported to the appropriate authorities.

10. Payments, Fees, and Refunds

• Fees for consultations, medicines, diagnostic tests, and other Services are displayed on the Platform and are payable through our authorised payment partners.
• Prices for medicines and diagnostic services are set by the relevant Pharmacy Partner or Diagnostics Partner and may be subject to change, availability, and applicable taxes and delivery or collection charges.
• All payments are processed by third-party payment gateways; MeraDoc does not store your full card or banking details (see the Privacy & Data Protection Policy).
• Cancellations, returns, and refunds — including for medicines and diagnostic bookings — are governed by our Payments & Refund Policy and the applicable Partner's terms.
• We reserve the right to revise fees at any time, with such changes applying prospectively.

11. Intellectual Property

• All Content on the Platform — including text, graphics, logos, trademarks, branding, software, and design — is owned by or licensed to MeraDoc and is protected by applicable intellectual property laws.
• You are granted a limited, non-exclusive, non-transferable, revocable licence to access and use the Platform for personal, non-commercial purposes in accordance with these Terms.
• You may not copy, reproduce, modify, distribute, publish, or create derivative works from any Content without our prior written permission.
• The MeraDoc name and logo may not be used without our express written consent. Trademarks and content belonging to Partners remain the property of their respective owners.

12. User Content

• You retain ownership of the User Content you submit.
• By submitting User Content, you grant MeraDoc a limited licence to use, store, process, and share it with the relevant RMP or Partner solely to provide the Services you have requested, in accordance with our Privacy & Data Protection Policy and applicable law.
• You represent that you have the right to submit such User Content and that it does not infringe the rights of any third party.

13. Third-Party Services and Partners

• The Platform integrates with independent third-party Partners — including Pharmacy Partners, Diagnostics Partners, telephony providers, and payment providers — to enable certain Services, in some cases through API integrations.
• MeraDoc's role is limited to facilitating your access to these Partners. The Partner is solely responsible for the products or services it provides, including their quality, safety, accuracy, pricing, delivery, and compliance with applicable law.
• Your use of a Partner's service may be subject to that Partner's own terms and policies. We are not responsible for the acts, omissions, content, or practices of any Partner.
• MeraDoc does not endorse or guarantee any Partner, and any dispute regarding a Partner's products or services should be raised with that Partner, though we will reasonably assist you through our grievance process.

14. Privacy, Data Protection, and Communications

• Your use of the Platform is subject to our Privacy & Data Protection Policy, which explains how we collect, use, store, share, secure, and retain your personal and health data in accordance with the Digital Personal Data Protection Act, 2023 and other applicable laws.
• To deliver certain Services, your relevant details may be shared with the applicable RMP or Partner strictly to fulfil your request.
• Audio calls are connected through a MeraDoc-branded line using a third-party telephony provider with number-masking, so personal phone numbers are not exchanged between you and the doctor. Such calls may be logged or recorded in accordance with our Privacy & Data Protection Policy and applicable law.

15. Disclaimers

• The Platform and Services are provided on an "as is" and "as available" basis, without warranties of any kind, express or implied, to the maximum extent permitted by law.
• MeraDoc does not warrant that the Platform will be uninterrupted, error-free, secure, or free from technical faults.
• MeraDoc does not provide medical advice, dispense medicines, or perform diagnostic tests. Medical advice and diagnosis are provided by the consulting RMP; medicines are supplied by the Pharmacy Partner; and diagnostic testing and reports are provided by the Diagnostics Partner — each based on their independent responsibility. MeraDoc does not endorse, guarantee, or take responsibility for the same.
• MeraDoc does not guarantee any particular medical outcome, the availability of a specific doctor, medicine, or test, or the suitability of the Services for your condition.

16. Limitation of Liability

To the maximum extent permitted under applicable law:

• MeraDoc, its directors, employees, and partners shall not be liable for: medical outcomes, diagnoses, or advice resulting from consultations conducted by RMPs; the quality, safety, genuineness, or delivery of medicines supplied by Pharmacy Partners; the accuracy, quality, or timeliness of diagnostic tests or reports provided by Diagnostics Partners; actions taken or not taken by you based on medical advice, medicines, or test results obtained through the Platform; delays, interruptions, errors, or technical failures of the Platform or third-party integrations; loss or corruption of data, or unauthorised access beyond our reasonable control; or any indirect, incidental, special, consequential, or punitive damages.
• Nothing in these Terms excludes or limits liability that cannot be excluded or limited under applicable law, including under the Consumer Protection Act, 2019.
• Where liability cannot lawfully be excluded, our total aggregate liability arising out of or in connection with the Services shall not exceed the amount paid by you for the specific Service giving rise to the claim.

17. Indemnification

You agree to indemnify and hold harmless MeraDoc, its directors, employees, and partners from any claims, losses, liabilities, damages, and expenses (including reasonable legal fees) arising out of your breach of these Terms, your misuse of the Platform, or your violation of any law or third-party right.

18. Suspension and Termination

• You may stop using the Platform and request account closure at any time, subject to legal retention requirements set out in our Privacy & Data Protection Policy.
• We may suspend or terminate your access, with or without notice, where there is misuse, fraud, a violation of these Terms, a legal requirement, or a risk to the safety or integrity of the Platform or other users.
• Provisions that by their nature should survive termination (including intellectual property, disclaimers, limitation of liability, indemnification, and governing law) shall continue to apply.

19. Grievance Redressal

In accordance with the Information Technology Act, 2000 and the rules made thereunder, and other applicable laws, any complaint regarding the Platform, Content, or these Terms may be addressed to our Grievance Officer:

• Grievance Officer: Prashant Tiwari
• Email:
• Address: MeraDoc Healthtech Private Limited, 3rd Floor, E-19, Defence Colony, New Delhi, Delhi - 110024

We will acknowledge complaints and endeavour to resolve them within the timelines prescribed under applicable law. Complaints relating to a Partner's products or services may require coordination with that Partner. Complaints concerning your personal data may be directed to the contact set out in our Privacy & Data Protection Policy.

20. Modifications to the Terms and Services

• We may amend these Terms from time to time. When we do, we will update the "Last Updated" date and, where appropriate, notify you through the Platform.
• We may modify, suspend, or discontinue any part of the Platform or Services at any time.
• Your continued use of the Platform after changes take effect constitutes acceptance of the revised Terms.

21. Force Majeure

MeraDoc shall not be liable for any failure or delay in performing its obligations where such failure or delay results from causes beyond its reasonable control, including natural disasters, epidemics, network or power failures, acts of government, or other events of force majeure.

22. Governing Law and Dispute Resolution

• These Terms are governed by and construed in accordance with the laws of India.
• Subject to any applicable consumer-protection rights, the courts at Delhi, India shall have exclusive jurisdiction over any disputes arising out of or in connection with these Terms.
• The parties will first seek to resolve any dispute amicably through good-faith discussion before pursuing formal proceedings.

23. General Provisions

• Severability — if any provision of these Terms is held invalid or unenforceable, the remaining provisions will continue in full effect.
• Waiver — our failure to enforce any right or provision does not constitute a waiver of it.
• Assignment — you may not assign your rights under these Terms without our consent; we may assign ours in connection with a reorganisation or transfer of business.
• Entire Agreement — these Terms, together with the Privacy & Data Protection Policy and Payments & Refund Policy, constitute the entire agreement between you and MeraDoc regarding the Platform.
• Notices — notices to you may be given through the Platform or your registered contact details.

24. Contact

MeraDoc Healthtech Private Limited

Address: 3rd Floor, E-19, Defence Colony, New Delhi, Delhi - 110024

Email:

Website: https://meradoc.com