Terms & Conditions

1. Acceptance of Terms

By accessing or using the website, mobile application, or any services provided by Health Expert Online (a division of Sri Mrityunjayan Seva Foundation), you agree to comply with and be legally bound by these Terms & Conditions. If you do not agree to these terms, please refrain from using our platform.

We reserve the right to update or modify these terms at any time without prior notice. Your continued use of the platform constitutes acceptance of the revised terms.

2. Definitions

• "Platform" refers to Health Expert Online website (healthexpertonline.com) and mobile application.
• "Services" include teleconsultation (video/audio/chat) with doctors, online pharmacy, diagnostic lab tests, Ayurveda consultations, AI health assistant, and wellness programs.
• "User/You/Patient" means any individual accessing our services for personal healthcare needs.
• "Healthcare Provider/Doctor" means certified medical professionals (MBBS, MD, BAMS, BHMS, etc.) registered with respective councils.
• "Third Party Labs/Pharmacies" refers to our partner diagnostic centres and pharmacy networks.

3. Eligibility & Account Registration

You must be at least 18 years of age to create an account and use our Services. By registering, you confirm that all information provided (name, contact details, medical history) is accurate and complete. You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account.

Parents or legal guardians may create accounts for minors (under 18) and shall provide consent for all medical decisions. Health Expert Online reserves the right to suspend or terminate accounts that violate these terms.

4. Telemedicine & Doctor Consultation Services

Health Expert Online facilitates remote consultations between patients and licensed medical practitioners. Key provisions:

• Consultations are conducted via secure video, audio, or chat modes as per the patient’s choice.
• Doctors on our platform are independent practitioners; we do not practice medicine ourselves.
• The final diagnosis, prescription, and treatment plan are at the sole discretion of the consulting doctor.
• In case of medical emergencies, you should immediately visit the nearest hospital — telemedicine is not a substitute for urgent care.
• Prescriptions generated are digital and valid as per the Telemedicine Practice Guidelines 2020 (India).
• We do not guarantee availability of a specific doctor; appointments are subject to doctor’s schedule.

5. Online Pharmacy & Medicine Delivery

Our pharmacy services allow you to order prescription and over-the-counter (OTC) medicines. Conditions apply:

• Valid prescriptions from registered medical practitioners are mandatory for schedule H, H1, and X drugs.
• Health Expert Online does not sell or dispense controlled substances (narcotics, psychotropic substances) without strict prescription validation.
• Medicine delivery timelines are estimates; delays due to third-party courier services are beyond our control.
• Returns are only accepted for damaged or expired products (within 7 days of delivery). Opened or used medicines cannot be returned for safety reasons.
• Free delivery applies on orders above ₹499 (subject to change). Delivery charges for orders below ₹499 will be displayed at checkout.
• We partner with licensed pharmacies and maintain cold-chain logistics for temperature-sensitive drugs.

6. Diagnostic Lab Tests

Health Expert Online connects users with NABL/ISO accredited diagnostic labs for home sample collection and digital reports. Key terms:

• Test packages, prices, and turnaround times are provided by partner labs. Health Expert Online acts as an intermediary.
• Home sample collection is subject to pincode availability; some tests may require fasting or specific preparation.
• Reports are typically delivered within 24–72 hours via email and app dashboard.
• In case of sample damage or logistical failure, a free re-test or full refund will be provided.
• We do not interpret lab results; diagnosis and treatment decisions are the responsibility of your consulting doctor.

7. Ayurveda & Wellness Services

Our Ayurvedic services include consultations with BAMS doctors, herbal supplement recommendations, Panchakarma guidance, and diet plans. You acknowledge that Ayurveda is a traditional medicine system and results may vary based on individual constitution (Prakriti). We strongly recommend that you do not discontinue allopathic treatments prescribed by your physician without consultation.

8. AI Health Assistant

Our AI-powered chatbot and symptom checker provide general health information, medicine reminders, and basic guidance. The AI assistant is for educational and triage purposes only — it cannot replace human clinical judgment. Health Expert Online is not liable for any decisions made solely based on AI-generated outputs.

9. Payments, Fees & Cancellation

• Consultation fees are displayed before booking; you may pay via credit/debit card, UPI, net banking, or wallet.
• All fees are in Indian Rupees (INR) and inclusive of applicable GST.
• Cancellation policy: Free cancellation up to 2 hours before scheduled consultation. Late cancellation (less than 2 hours) will incur 50% fee. No-show for video consultation results in full fee deduction.
• For pharmacy and lab tests: Cancellation before dispatch/sample collection is eligible for 100% refund. After dispatch, refunds are processed on a case-by-case basis.
• Refunds are processed within 7–10 business days to the original payment method.

10. Prohibited Activities

You agree not to:

• Use the platform for any unlawful purpose or in violation of Indian laws (including IT Act, 2000).
• Harass, abuse, defame, or impersonate doctors, staff, or other users.
• Share false medical information or manipulate prescriptions.
• Attempt to reverse engineer, copy, or extract source code of our platform.
• Upload malicious code, viruses, or any content that compromises security.

11. Intellectual Property

All content on Health Expert Online — including logos, graphics, text, software, and trademarks ("Health Expert Online", "Sri Mrityunjayan Seva Foundation") — is our exclusive property or that of our licensors. You may not reproduce, distribute, or create derivative works without prior written consent.

12. Data Privacy & Security

Your personal and health information is protected under our Privacy Policy. We comply with the Digital Personal Data Protection Act, 2023 (India) and adhere to strict encryption standards (TLS 1.3, AES-256). By using our services, you consent to the collection and processing of your data as described in the Privacy Policy.

13. Limitation of Liability

To the maximum extent permitted by law, Health Expert Online, its directors, employees, or affiliates shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising out of your use or inability to use the platform. Our total liability for any claim related to our services is limited to the amount you paid for the specific service giving rise to the claim.

We do not guarantee that the platform will be error-free, uninterrupted, or free from viruses. Third-party services (labs, pharmacies, couriers) are beyond our control.

14. Indemnification

You agree to indemnify and hold harmless Health Expert Online, Sri Mrityunjayan Seva Foundation, and its officers from any claims, damages, losses, or expenses (including legal fees) arising from your violation of these terms, misuse of services, or violation of any third-party rights.

15. Termination

We reserve the right to suspend or terminate your account at our sole discretion if you breach these Terms & Conditions. Upon termination, you must cease all use of the platform. Provisions that by their nature survive termination (e.g., intellectual property, limitation of liability, indemnification) shall remain in effect.

16. Governing Law & Dispute Resolution

These Terms & Conditions shall be governed by and construed in accordance with the laws of India. Any disputes arising out of or relating to these terms shall be subject to the exclusive jurisdiction of the courts in Bangalore, Karnataka. In case of any grievance, you may contact our Grievance Redressal Officer at grievance@healthexpertonline.com.

17. Contact Information

For any questions regarding these Terms & Conditions, please reach out to:

Health Expert Online
S-012, Soudhamini Apartments, Udayapura, Bangalore – 560082
Email: legal@healthexpertonline.com | support@healthexpertonline.com
Phone: +91 79080 76311