Practo content/templates

1. Terms and conditions

Practo Terms and Conditions

Practo Technologies Private Limited, on behalf of itself and its affiliates/group

companies under the brand "Practo" (“Practo”), is the author and publisher of the
internet resource www.practo.com and the mobile application ‘Practo’ (together,
“Website”). Practo owns and operates the services provided through the Website.
 1.NATURE AND APPLICABILITY OF TERMS
Please carefully go through these terms and conditions (“Terms”) and the privacy
policy available at https://www.practo.com/company/privacy (“Privacy
Policy”) before you decide to access the Website or avail the services made
available on the Website by Practo. These Terms and the Privacy Policy together
constitute a legal agreement (“Agreement”) between you and Practo 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 -

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 “User”); or
ii. A patient, his/her representatives or affiliates, searching for Practitioners
through the Website (“End-User”, “you” or “User”); or
iii. Otherwise a user of the Website (“you” or “User”).
This Agreement applies to those services made available by Practo on the Website,
which are offered free of charge to the Users (“Services”), including the following:
iv. For Practitioners: Listing of Practitioners and their profiles and contact
details, to be made available to the other Users and visitors to the Website;
v. 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 Practo, and (iii) to make
appointments with Practitioners.

The Services may change from time to time, at the sole discretion of Practo, 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@practo.com.

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.

We reserve the right to modify or terminate any portion of the Agreement for any
reason and at any time, and such modifications shall be informed to you in writing
You should read the Agreement at regular intervals. Your use of the Website
following any such modification constitutes your agreement to follow and be bound
by the Agreement so modified.

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
Practo.

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 Rules”).
 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 Practo 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.TERMS OF USE APPLICABLE TO ALL USERS OTHER THAN

PRACTITIONERS

The terms in this Clause 3 are applicable only to Users other than Practitioners.
i. 3.1END-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 are reproduced in the
Privacy Policy.
 3.1.2 Practo 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 Practo’s
services and to build new services.
 3.1.3 The Website allows Practo 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:
i. The type of information collected from Users, including
sensitive personal data or information;
ii. The purpose, means and modes of usage of such
information;
iii. How and to whom Practo will disclose such information; and,
iv. Other information mandated by the SPI Rules.
 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, inter-alia:
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 information; and
v. the name and address of the agency that is collecting the
information and the agency that will retain the information; and
vi. the various rights available to such Users in respect of such
information.
 3.1.6 Practo 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 Practo or to any other person acting on behalf of Practo.
 3.1.7 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
Practo of any actual or suspected unauthorized use of the User’s account or
password. Although Practo will not be liable for your losses caused by any
unauthorized use of your account, you may be liable for the losses of Practo 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 Practo has reasonable grounds to suspect that such information is
untrue, inaccurate, not current or incomplete, Practo has the right to discontinue
the Services to the User at its sole discretion.
 3.1.9Practo 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 Practo.com, 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 Practo, and the records of
such calls are recorded and stored in Practo’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. Such records may be
accessed by Practo for quality control and support related purposes and are dealt
with only in accordance with the terms of the Privacy Policy. Such call facility
provided to you by Practo should be used only for appointment and booking
purposes, and not for consultation on health-related issues. Practo accepts no
liability if the call facility is not used in accordance with the foregoing. Practo 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, Practo
reserves the right to not provide the Services for which such personal information
is sought.
ii. 3.2RELEVANCE ALGORITHM

Practo’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 Practo. Practo 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. Practo in no event will be held responsible for the accuracy and the
relevancy of the listing order of the Practitioners on the Website.
iii. 3.3LISTING CONTENT AND DISSEMINATING INFORMATION
 3.3.1Practo 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. Practo takes reasonable efforts to ensure that
such information is updated at frequent intervals. Although Practo 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 Practo 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). Practo does not provide or make any representation, warranty or
 guarantee, express or implied about the Website or the Services. Practo 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, Practo 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 Practo 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. Practo 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 Practo endorses the linked site. User may use the links and these
services at User’s own risk.
 3.3.4Practo 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 Practo determines that you have provided fraudulent,
inaccurate, or incomplete information, including through feedback, Practo reserves
the right to immediately suspend your access to the Website or any of your
accounts with Practo and makes such declaration on the website alongside your
name/your clinic’s name as determined by Practo for the protection of its business
and in the interests of Users. You shall be liable to indemnify Practo for any losses
incurred as a result of your misrepresentations or fraudulent feedback that has
adversely affected Practo or its Users.
 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 Practo in the relevant city. Practo 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. Practo is not liable in any manner for any
consequence whatsoever arising out of any use of the information published here.
iv. 3.4BOOK APPOINTMENT AND CALL FACILITY

Practo 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.
 3.4.1Practo will ensure Users are provided confirmed appointment
on the Book facility. However, Practo 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 Practo
Guarantee Program, in which case the terms of this program shall apply.
 3.4.2If a User has utilized the telephonic services, Practo 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.
 3.4.3The results of any search Users perform on the Website for
Practitioners should not be construed as an endorsement by Practo 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, Practo 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 Practo will not be liable for:
i. User interactions and associated issues User has with the
Practitioner;
ii. the ability or intent of the Practitioner(s) or the lack of it, in
fulfilling their obligations towards Users;
iii. any wrong medication or quality of treatment being given by
the Practitioner(s), or any medical negligence on part of the Practitioner(s);
iv. 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;
v. any misconduct or inappropriate behaviour by the
Practitioner or the Practitioner’s staff;
vi. 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, Practo Guarantee Program.
 3.4.5Users 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. User however understands that, Practo
shall not be obliged to act in such manner as may be required to give effect to the
content of Users feedback, such as suggestions for delisting of a particular
Practitioner from the Website.
 3.4.6In case of a ‘Patient-No-Show (P.N.S)’ (defined below), where
the User does not show-up at the concerned Practitioner’s clinic:
i. User’s account will be temporarily disabled from booking
further online appointments on Practo.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 Practo.com to get an appointment.
ii. 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 Practo of the
incident or marks a particular appointment as P.N.S. using the Practo Ray
software or Practo 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, Practo 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.
iii. Following instances, solely at the discretion of Practo, 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):
a. User does not reply within seven (7) days, with
reasons to PNS Communication, from the date of receipt of such PNS
Communication;
b. In case User responds to the PNS Communication
with below reasons:
a. Forgot the appointment
b. Chose to visit another Practitioner/consulted
online;
c. Busy with other work; or such other reasons
(which Practo at its discretion decides to be a valid reason to not show up).
c. 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 Practo, 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.
iv. Practo reserves the right to make the final decision in case
of a conflict. The total aggregate liability of Practo with respect to any claims
made herein shall be INR 200.
 3.4.7Cancellation and Refund Policy
i. 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@practo.com 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.
ii. 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 Practitioner.
 v. 3.5NO 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 Practo 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.
 3.5.2It is hereby expressly clarified that, the Information that you
obtain or receive from Practo, 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. 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.
vi. 3.6CONSULT
Click here to view Consult terms & conditions.
vii. 3.7PRACTO HEALTH FEED

These terms & conditions governing Practo 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.
 3.7.1Practo Health feed is an online content platform available on
the Website, wherein Practitioners who have created a Practo profile can login and
post health and wellness related content.
 3.7.2Practitioners can use Practo 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 Practo’s servers. Practo will make available to the User a gallery of
images licensed by Practo from a third party stock image provider (“Practo
Gallery”). The User can upload their own images or choose an image from the
Practo Gallery. Practo does not provide any warranty as to the ownership of the
intellectual property in the Practo Gallery and the User acknowledges that the User
will use the images from the Practo Gallery at their own risk. Practo shall post such
Content to Practo Health feed at its own option and subject to these Terms and
Conditions. The Content uploaded via Practo 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 Practo Health feed and that no
Content uploaded by them would constitute infringement of the intellectual
property rights of any other person. Practo 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 Practo from and
indemnify Practo 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 Practo Health feed. The Practitioner may not use the images in
the Practo Gallery for any purpose other than those directly related to the creation
and uploading of Content to Practo Health feed. The Practitioner also agrees to
absolve Practo from and indemnify Practo 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 Practo Gallery for his/her personal or
commercial gain.
 3.7.4Practitioner hereby assigns to Practo, in perpetuity and
worldwide, all intellectual property rights in any Content created by the User and
uploaded by the User via Practo Health feed.
 3.7.5Practo shall have the right to edit or remove the Content and
any comments in such manner as it may deem Practo Health feed at any time.
 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. Practo 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 Practo from
and indemnify Practo 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 Practo 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 Practo 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 Practo.
 3.7.11User agrees that the Content they access on Practo 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 Practo from
and indemnify Practo against all claims that may arise as a result of the User’s
actions resulting from the User’s viewing of Content on Practo Health feed.
 3.7.12User acknowledges that all intellectual property rights in the
User Comment on Practo Health feed vests with Practo. The User agrees not to
 infringe upon Practo’s intellectual property by copying or plagiarizing content on
Practo Health feed. Practo 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 Practo. 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. Practo
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 Practo from and indemnify Practo against all claims that may
arise as a result of any third party intellectual property right claim that may arise
from the User Comment.
 3.7.13User shall ensure that the User Comment is not harmful,
harassing, blasphemous, defamatory, obscene, pornographic, paedophilic 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. Practo 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 Practo from
and indemnify Practo 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, defence, 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 cognisable offence or
prevent investigation of any offence or is insulting to any other nation.
viii. 3.8CONTENT OWNERSHIP AND COPYRIGHT CONDITIONS OF ACCESS
 3.8.1The contents listed on the Website are (i) User generated
content, or (ii) belong to Practo. The information that is collected by Practo directly
or indirectly from the End- Users and the Practitioners shall belong to Practo.
Copying of the copyrighted content published by Practo on the Website for any
commercial purpose or for the purpose of earning profit will be a violation of
copyright and Practo reserves its rights under applicable law accordingly.
 3.8.2Practo 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, "Practo Content"), are the property of Practo and are protected
under copyright, trademark and other laws. User shall not modify the Practo
Content or reproduce, display, publicly perform, distribute, or otherwise use the
Practo 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 benchmarking or
competitive purposes.
o 3.9REVIEWS AND FEEDBACK

By using this Website, you agree that any information shared by you with Practo or
with any Practitioner will be subject to our Privacy Policy.
 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 Practo in
publishing Critical Content is restricted to that of an ‘intermediary’ under the
Information Technology Act, 2000. Practo 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. Practo shall not be liable to
pay any consideration to any User for re-publishing any content across any of its
platforms.

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. Practo, 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 Practo may contact you through telephone, email, SMS, or any other
electronic means of communication for the purpose of:
i. Obtaining feedback in relation to Website or Practo’s services; and/or
ii. Obtaining feedback in relation to any Practitioners listed on the Website;
and/or
iii. 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
Practo. Practo’s Feedback Collection and Fraud Detection Policy, is annexed as the
Schedule hereto, and remains subject always to these Terms.
ii. 3.10RECORDS

Practo may provide End-Users with a free facility known as ‘Records’ on its mobile
application ‘Practo’. Information available in your Records is of two types:
i. User-created: Information uploaded by you or information generated
during your interaction with Practo ecosystem, eg: appointment, medicine order
placed by you.
ii. Practice-created: Health Records generated by your interaction with a
Practitioner who uses ‘Practo Ray’ or other Services of Practo software.

The specific terms relating to such Health Account are as below, without prejudice to
the rest of these Terms and the Privacy Policy:
i. 3.10.1Your Records is only created after you have signed up and
explicitly accepted these Terms.
 ii. 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 Practo 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.
iii. 3.10.3The Health Records are provided on an as-is basis. While we strive
to maintain the highest levels of service availability, Practo is not liable for any
interruption that may be caused to your access of the Services.
iv. 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 Practo, you should refer to your
prescription before taking any medicines. Practo 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 Practo app.
v. 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. Practo is not
responsible for any loss or inconvenience caused due to your failure in updating the
contact details with Practo.
vi. 3.10.6Practo uses industry–level security and encryption to your Health
Records. However, Practo 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 Practo of
such unauthorized use or access. Please safeguard your login credentials and report
any actual suspected breach of account to support@practo.com.
vii. 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. Practo assumes no responsibility for any claim, dispute or liability arising
in this regard, and you shall indemnify Practo and its officers against any such claim
or liability arising out of unauthorized use of such information.
viii. 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 respective accounts.
ix. 3.10.9You may lose your “User created” record, if the data is not synced
with the server.
x. 3.10.10If the Health Record is unassessed for a stipulated time, you may
not be able to access your Health Records due to security reasons.
xi. 3.10.11Practo is not liable if for any reason, Health Records are not
delivered to you or are delivered late despite its best efforts.
xii. 3.10.12The Health Records are shared with the phone numbers that are
provided by your Practitioner. Practo is not responsible for adding the Heath Records
with incorrect numbers if those incorrect numbers are provided by the Practitioner.
 xiii. 3.10.13Practo 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.
xiv. 3.10.14Practo 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.
xv. 3.10.15Practo will follow the law of land in case of any constitutional
court or jurisdiction mandates to share the Health Records for any reason.
xvi. 3.10.16You agree and acknowledge that Practo 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.
xvii. 3.10.17You acknowledge that the Practitioners you are visiting may
engage Practo's software or third party software for the purposes of the functioning
of the Practitioner’s business and Practo'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.
xviii. 3.10.18To the extent that your Records have been shared with Practo or
stored on any of the Practo 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 Practo
pertaining to such previously visited clinics and hospitals who have tie ups with
Practo for the purposes of their business and for Practo'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 Practo, to the mapping of such Records as may be
available in Practo’s database to your User account.
o 3.11PRACTO MEDICINE INFORMATION
For detailed terms and conditions regarding medicine information click here.
o 3.12Practo Q&A
i. 3.12.1Terms for Practitioners:
i. Every Practitioner on the Q&A Platform must be qualified in
the area of expertise that he represents as being his qualification.
ii. The Q&A Platform is a platform for exchange of information
which is of general nature in a question and answer format. The Q&A Platform
is not for emergency situations.
iii. Any Q&A interaction cannot be construed as a medical
consultation with the Practitioner, in any manner whatsoever.
iv. Practo Users may post questions on medical issues
(“Querist”), and these queries can be answered by multiple Practitioners on the
Q&A Platform. It is expressly clarified that no doctor-patient relationship is
established between the Querist and Practitioner, in any manner whatsoever, by
indulging in this Q&A.
v. The Practitioner may provide probable views,
recommendations, suggestions and solutions to the question posted by a Querist.
However, it is expressly clarified that any such view, recommendation, suggestion
and solution shall not be construed as medical advice. The person in question
(being Querist or not) is advised to consult with a doctor in this regard.
 vi. Practitioner shall not share their personal, religious and/or
moral views with the Querist while issuing their response.
vii. The Practitioner cannot issue and/or prescribe any medicines
on the Q&A platform. It is a platform for only exchange of information and not a
consultation/ medical advice.
viii. The Practitioner is absolutely and expressly
prohibited to:
a. Provide a medical diagnosis;
b. Issue a prescription;
c. Post any response which comprises of any derogatory
language, objectionable, pornographic and /or offensive content;
d. Advertise any brand of drugs, supplements, vaccines
and medications, in any manner of whatsoever;
e. Advertise to/solicit patients in any manner including
without limitation by way of using social media handles, including without
limitation, facebook, twitter etc., telephone/ mobile numbers, youtube, and
address;
f. Promote content and activities which are illegal in
nature;
ix. In the event of any breach of these QA T&C, Practo will take
appropriate action inter alia ranging from issuing warnings to removal of
Practitioner from the Q&A Platform, in its sole and absolute discretion, on a case
to case basis.
x. Any liability arising out of the response issued by a
Practitioner will be borne solely by the Practitioner. Q&A Platform is only a
platform interface provided by Practo for sharing and exchanging information
purposes.
xi. The Q&A Platform shall be audited on a regular basis by
Practo for ascertaining compliance by the Practitioner to Paragraph 6, and the
Practitioners consent to the same. It is clarified that the said audit is not
conducted for the purpose of quality check or validation of responses issued by
Practitioner.
xii. All general Practo Terms and Conditions shall govern the QA
T&C to the extent applicable. Decision of Practo is final and binding on the issues
arising under the QA T&C and Practo Terms and Conditions.
ii. 3.12.2Terms for User/Querist:
i. The personally identifiable information of the querist shall be
anonymized by Practo prior to posting the question on the Q&A Platform;
ii. Q&A Platform is a public forum for exchange of information,
hence, any question posted by a querist is visible publicly. It is advisable for a
User to ensure that no confidential information is published by them on the Q&A
Platform.
 iii. User shall not use the Q&A Platform for emergency
situations.
iv. The User is prohibited to post any query/issue on the Q&A
Platform, which comprises of any derogatory language, objectionable,
pornographic and /or offensive content;
v. Any response provided by the Practitioner shall not be
construed as medical advice on the Q&A Platform. Q&A Platform is a platform for
exchange of information which is of general nature in a question and answer
format. This cannot be construed as a medical consultation with the Practitioner,
in any manner whatsoever.
vi. It is expressly clarified that no doctor-patient relationship is
established between the user and Practitioner, in any manner whatsoever, by
indulging in this Q&A. The Practitioner may provide probable views,
recommendations, suggestions and solutions to the question posted. However, it
is expressly clarified that any such view, recommendation, suggestion and
solution shall not be construed as medical advice. The person in question (being
Querist or not) is advised to consult with a doctor in this regard.
vii. All general Practo Terms and Conditions shall govern the QA
T&C to the extent applicable. Decision of Practo is final and binding on the issues
arising under the QA T&C and Practo Terms and Conditions.
o 3.13PRACTO DIAGNOSTICS
For detailed terms and conditions regarding diagnostics click here.
o 3.14 PRACTO HEALTHCASH
i. 3.14.1 Practo HealthCash is a grant of benefit in the form of credits in the
Practo accounts of the Users (“Practo HealthCash”) in the form and under such
circumstances decided by Practo from time to time.
ii. 3.14.2 Practo HealthCash can be redeemed by the User only to pay online
for the following services on the Website:
 Ordering medicines online;
 Consulting a doctor online;
 Booking diagnostic tests and health check-ups;
 Pre-paying for doctor appointment bookings; and
 Subscribing to Healthcare plans.
(The above services on the Website are collectively referred to as “Permitted
Services”.)
ii. 3.14.3 Every time a User using (i) Android version 4.31 or above; or (ii)
iOS version 4.24 or above of the Practo mobile application; or (iii) the Practo website
(www.practo.com), uses HealthCash to pay online for any of the Permitted Services
availed by him/her, only such percentage of the total amount to be paid for the
availed Permitted Services, as may be prescribed by Practo from time to time on the
respective Practo mobile application or website ( www.practo.com ), can be
redeemed by such User using the Practo HealthCash per transaction.
iii. 3.14.4 Practo HealthCash neither can be converted to actual money nor
can be transferred to any bank accounts.
iv. 3.14.5 The Practo HealthCash received by each User may or may not
have an expiry date associated with it and the said expiry date is subject to the
following:
 The expiry date associated with Practo HealthCash may vary from
time to time. However, the same cannot exceed beyond 2 (Two) years
 The expiry date of Practo HealthCash may be intimated to each
User by way of SMS or e-mail or in-App notification on the Website.
 The expiry date of Practo HealthCash can be viewed by each User
in the designated page for HealthCash in the Website.
 The User acknowledges that Practo has agreed to offer Practo
HealthCash in its sole discretion. Nothing in these Terms shall be interpreted to
restrict Practo’s right to withdraw the Practo HealthCash before the expiry date.
v. 3.14.6 Practo reserves its discretion to deny Practo HealthCash to any
User in its sole discretion, notwithstanding compliance by such User of the
requirements set out in the Terms, applicable law or otherwise.
vi. 3.14.7 Other than the conditions set out in these Terms, accrual,
utilization, expiry or any other treatment of Practo HealthCash may be further
restricted by the terms governing the specific service or facility offered by Practo or
its business associates, the procurement of which entitles Practo HealthCash to a
User (“HealthCash Terms”). In the event of any inconsistency between these
Terms and the HealthCash Terms in relation to accrual, utilization, expiry or any
other treatment of Practo HealthCash by a User, the HealthCash Terms shall override
these Terms to the extent of such inconsistency.
o 4. TERMS OF USE PRACTITIONERS

The terms in this Clause 4 are applicable only to Practitioners.

i. 4.1 LISTING POLICY
 4.1.1Practo, directly and indirectly, collects information regarding
the Practitioners’ profiles, contact details, and practice. Practo reserves the right to
take down any Practitioner’s profile as well as the right to display the profile of the
Practitioners, with or without notice to the concerned Practitioner. This information
is collected for the purpose of facilitating interaction with the End-Users and other
Users. If any information displayed on the Website in connection with you and your
profile is found to be incorrect, you are required to inform Practo immediately to
enable Practo to make the necessary amendments.
 4.1.2Practo shall not be liable and responsible for the ranking of
the Practitioners on external websites and search engines
 4.1.3Practo shall not be responsible or liable in any manner to the
Users for any losses, damage, injuries or expenses incurred by the Users as a
result of any disclosures or publications made by Practo, where the User has
expressly or implicitly consented to the making of disclosures or publications by
Practo. If the User had revoked such consent under the terms of the Privacy Policy,
then Practo shall not be responsible or liable in any manner to the User for any
losses, damage, injuries or expenses incurred by the User as a result of any
disclosures made by Practo prior to its actual receipt of such revocation.
 4.1.4Practo reserves the right to moderate the suggestions made
by the Practitioners through feedback and the right to remove any abusive or
 inappropriate or promotional content added on the Website. However, Practo shall
not be liable if any inactive, inaccurate, fraudulent, or non- existent profiles of
Practitioners are added to the Website.
 4.1.5Practitioners explicitly agree that Practo reserves the right to
publish the Content provided by Practitioners to a third party including content
platforms.
 4.1.6When you are listed on Practo.com, End-Users may see a
‘show number’ option. When End-Users choose this option, they choose to call your
number through a free telephony service provided by Practo, and the records of
such calls are recorded and stored in Practo’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. Such records may be
accessed by Practo for quality control and support related purposes and are dealt
with only in accordance with the terms of the Privacy Policy. Such call facility
provided to End-Users and to you by Practo should be used only for appointment
and booking purposes, and not for consultation on health-related issues. Practo
accepts no liability if the call facility is not used in accordance with the foregoing. In
case you choose to not provide your consent to recording your calls that may have
personal information required for appointment and booking purposes, Practo
reserves the right to not provide the Services for which such personal information
is sought.
 4.1.7You as a Practitioner hereby represent and warrant that you
will use the Services in accordance with applicable law. Any contravention of
applicable law as a result of your use of these Services is your sole responsibility,
and Practo accepts no liability for the same.
 4.2PROFILE OWNERSHIP AND EDITING RIGHTS

Practo ensures easy access to the Practitioners by providing a tool to update your
profile information. Practo reserves the right of ownership of all the Practitioner’s
profile and photographs and to moderate the changes or updates requested by
Practitioners. However, Practo takes the independent decision whether to publish or
reject the requests submitted for the respective changes or updates. You hereby
represent and warrant that you are fully entitled under law to upload all content
uploaded by you as part of your profile or otherwise while using Practo’s services,
and that no such content breaches any third party rights, including intellectual
property rights. Upon becoming aware of a breach of the foregoing representation,
Practo may modify or delete parts of your profile information at its sole discretion
with or without notice to you.
 4.3REVIEWS AND FEEDBACK DISPLAY RIGHTS OF PRACTO
 4.3.1All Critical Content is content created by the Users of
www.practo.com (“Website”) and the clients of Practo customers and
Practitioners, including the End-Users. As a platform, Practo does not take
responsibility for Critical Content and its role with respect to Critical Content is
restricted to that of an ‘intermediary’ under the Information Technology Act, 2000.
The role of Practo and other legal rights and obligations relating to the Critical
Content are further detailed in Clauses 3.9 and 5 of these Terms. Practo’s Feedback
Collection and Fraud Detection Policy, is annexed as the Schedule hereto, and
remains subject always to these Terms.
  4.3.2Practo reserves the right to collect feedback and Critical
Content for all the Practitioners, Clinics and Healthcare Providers listed on the
Website.
 4.3.3Practo shall have no obligation to pre-screen, review, flag,
filter, modify, refuse or remove any or all Critical Content from any Service, except
as required by applicable law.
 4.3.4You understand that by using the Services you may be
exposed to Critical Content or other content that you may find offensive or
objectionable. Practo shall not be liable for any effect on Practitioner’s business due
to Critical Content of a negative nature. In these respects, you may use the Service
at your own risk. Practo however, as an ‘intermediary, takes steps as required to
comply with applicable law as regards the publication of Critical Content. The legal
rights and obligations with respect to Critical Content and any other information
sought to be published by Users are further detailed in Clauses 3.9 and 5 of these
Terms.
 4.3.5Practo will take down information under standards consistent
with applicable law, and shall in no circumstances be liable or responsible for
Critical Content, which has been created by the Users. The principles set out in
relation to third party content in the terms of Service for the Website shall be
applicable mutatis mutandis in relation to Critical Content posted on the Website.
 4.3.6If Practo determines that you have provided inaccurate
information or enabled fraudulent feedback, Practo reserves the right to
immediately suspend any of your accounts with Practo and makes such declaration
on the website alongside your name/your clinics name as determined by Practo for
the protection of its business and in the interests of Users.
 4.4RELEVANCE ALGORITHM

Practo has designed the relevance algorithm in the best interest of the End-User
and may adjust the relevance algorithm from time to time to improve the quality of
the results given to the patients. It is a pure merit driven, proprietary algorithm
which cannot be altered for specific Practitioners. Practo shall not be liable for any
effect on the Practitioner’s business interests due to the change in the Relevance
Algorithm.
 4.5INDEPENDENT SERVICES

Your use of each Service confers upon you only the rights and obligations relating
to such Service, and not to any other service that may be provided by Practo.
 4.6PRACTO REACH RIGHTS

Practo reserves the rights to display sponsored ads on the Website. These ads
would be marked as “Sponsored ads”. Without prejudice to the status of other
content, Practo will not be liable for the accuracy of information or the claims made
in the Sponsored ads. Practo does not encourage the Users to visit the Sponsored
ads page or to avail any services from them. Practo will not be liable for the
services of the providers of the Sponsored ads.
 You represent and warrant that you will use these Services in accordance with
applicable law. Any contravention of applicable law as a result of your use of these
Services is your sole responsibility, and Practo accepts no liability for the same.
 4.7PRACTO MEDICINE INFORMATION
For detailed terms and conditions regarding medicine information click here.
 4.8 BOOK APPOINTMENT AND CALL FACILITY
 4.8.1As a valuable partner on our platform we want to ensure that
the Practitioners experience on the Practo booking platform is beneficial to both,
Practitioners and their Users.
For all terms and conditions of Book facility on Practo profile check Book
Standards .
 4.8.2Practitioner understands that, Practo shall not be liable, under
any event, for any comments or feedback given by any of the Users in relation to
the Services provided by Practitioner. The option of publishing or modifying or
moderating or masking (where required by law or norm etc.) the feedback provided
by Users shall be solely at the discretion of Practo.
 4.9 PRACTITIONER UNDERTAKING

The Practitioner is and shall be duly registered, licensed and qualified to practice
medicine/ provide health care, wellness services, as per applicable
laws/regulations/guidelines set out by competent authorities and the Practitioner
shall not be part of any arrangement which will prohibit him/her from practicing
medicine within the territory of India. 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/ services being rendered.
 4.10 USAGE IN PROMOTIONAL & MARKETING MATERIALS

In recognition of the various offerings and services provided by Practo to

Practitioner, Practitioner shall (subject to its reasonable right to review and
approve): (a) allow Practo to include a brief description of the services provided to
Practitioner in Practo’s marketing, promotional and advertising materials; (b) allow
Practo to make reference to Practitioner in case studies, and related marketing
materials; (c) serve as a reference to Practo’s existing and potential clients; (d)
provide video logs, testimonials, e-mailers, banners, interviews to the news media
and provide quotes for press releases; (e) make presentations at conferences;
and/or (f) use the Practitioner’s name and/or logo, brand images, tag lines etc.,
within product literature, e-mailers, press releases, social media and other
advertising, marketing and promotional materials.

o 5.RIGHTS AND OBLIGATIONS RELATING TO CONTENT

 5.1As mandated by Regulation 3(2) of the IG Rules, Practo hereby
informs Users that they are not permitted to host, display, upload, modify, publish,
transmit, update or share any information that:
 belongs to another person and to which the User does not have any
right to;
  is grossly harmful, harassing, blasphemous, defamatory, obscene,
pornographic, pedophilic, libelous, invasive of another's privacy, hateful, or racially,
ethnically objectionable, disparaging, relating or encouraging money laundering or
gambling, or otherwise unlawful in any manner whatever;
 harm minors in any way;
 infringes any patent, trademark, copyright or other proprietary
rights;
 violates any law for the time being in force;
 deceives or misleads the addressee about the origin of such
messages or communicates any information which is grossly offensive or menacing
in nature;
 impersonate another person;
 contains software viruses or any other computer code, files or
programs designed to interrupt, destroy or limit the functionality of any computer
resource;
 threatens the unity, integrity, defence, security or sovereignty of
India, friendly relations with foreign states, or public order or causes incitement to
the commission of any cognizable offence or prevents investigation of any offence
or is insulting any other nation.
ii. 5.2Users are also prohibited from:
 violating or attempting to violate the integrity or security of the
Website or any Practo Content;
 transmitting any information (including job posts, messages and
hyperlinks) on or through the Website that is disruptive or competitive to the
provision of Services by Practo;
 intentionally submitting on the Website any incomplete, false or
inaccurate information;
 making any unsolicited communications to other Users;
 using any engine, software, tool, agent or other device or
mechanism (such as spiders, robots, avatars or intelligent agents) to navigate or
search the Website;
 attempting to decipher, decompile, disassemble or reverse
engineer any part of the Website;
 copying or duplicating in any manner any of the Practo Content or
other information available from the Website;
 framing or hot linking or deep linking any Practo Content.
 circumventing or disabling any digital rights management, usage
rules, or other security features of the Software.
iii. 5.3Practo, upon obtaining knowledge by itself or been brought to
actual knowledge by an affected person in writing or through email signed with
 electronic signature about any such information as mentioned above, shall be
entitled to disable such information that is in contravention of Clauses 5.1 and 5.2.
Practo shall also be entitled to preserve such information and associated records for
at least 90 (ninety) days for production to governmental authorities for investigation
purposes.
iv. 5.4In case of non-compliance with any applicable laws, rules or
regulations, or the Agreement (including the Privacy Policy) by a User, Practo has
the right to immediately terminate the access or usage rights of the User to the
Website and Services and to remove non-compliant information from the Website.
v. 5.5Practo may disclose or transfer User-generated information to
its affiliates or governmental authorities in such manner as permitted or required by
applicable law, and you hereby consent to such transfer. The SPI Rules only permit
Practo to transfer sensitive personal data or information including any information, to
any other body corporate or a person in India, or located in any other country, that
ensures the same level of data protection that is adhered to by Practo as provided
for under the SPI Rules, only if such transfer is necessary for the performance of the
lawful contract between Practo or any person on its behalf and the User or where the
User has consented to data transfer.
vi. Practo respects the intellectual property rights of others and we do
not hold any responsibility for any violations of any intellectual property rights

o 6.TERMINATION
i. 6.1Practo reserves the right to suspend or terminate a User’s
access to the Website and the Services with or without notice and to exercise any
other remedy available under law, in cases where,
 Such User breaches any terms and conditions of the Agreement;
 A third party reports violation of any of its right as a result of your
use of the Services;
 Practo is unable to verify or authenticate any information provide
to Practo by a User;
 Practo has reasonable grounds for suspecting any illegal, fraudulent
or abusive activity on part of such User; or
 Practo believes in its sole discretion that User’s actions may cause
legal liability for such User, other Users or for Practo or are contrary to the interests
of the Website.
ii. 6.2Once temporarily suspended, indefinitely suspended or
terminated, the User may not continue to use the Website under the same account,
a different account or re-register under a new account. On termination of an account
due to the reasons mentioned herein, such User shall no longer have access to data,
messages, files and other material kept on the Website by such User. The User shall
ensure that he/she/it has continuous backup of any medical services the User has
rendered in order to comply with the User’s record keeping process and practices.
o 7.LIMITATION OF LIABILITY
In no event, including but not limited to negligence, shall Practo, or any of its
directors, officers, employees, agents or content or service providers (collectively, the
“Protected Entities”) be liable for any direct, indirect, special, incidental,
 consequential, exemplary or punitive damages arising from, or directly or indirectly
related to, the use of, or the inability to use, the Website or the content, materials and
functions related thereto, the Services, User’s provision of information via the
Website, lost business or lost End-Users, even if such Protected Entity has been
advised of the possibility of such damages. In no event shall the Protected Entities be
liable for:
i. provision of or failure to provide all or any service by Practitioners
to End- Users contacted or managed through the Website;
ii. any content posted, transmitted, exchanged or received by or on
behalf of any User or other person on or through the Website;
iii. any unauthorized access to or alteration of your transmissions or
data; or
iv. any other matter relating to the Website or the Service.

In no event shall the total aggregate liability of the Protected Entities to a User for all
damages, losses, and causes of action (whether in contract or tort, including, but not
limited to, negligence or otherwise) arising from this Agreement or a User’s use of
the Website or the Services exceed, in the aggregate Rs. 1000/- (Rupees One
Thousand Only).

ii. 8.RETENTION AND REMOVAL

Practo may retain such information collected from Users from its Website or Services
for as long as necessary, depending on the type of information; purpose, means and
modes of usage of such information; and according to the SPI Rules. Computer web
server logs may be preserved as long as administratively necessary.

iii. 9.APPLICABLE LAW AND DISPUTE SETTLEMENT

i. 9.1You agree that this Agreement and any contractual obligation
between Practo and User will be governed by the laws of India.
ii. 9.2Any dispute, claim or controversy arising out of or relating to
this Agreement, including the determination of the scope or applicability of this
Agreement to arbitrate, or your use of the Website or the Services or information to
which it gives access, shall be determined by arbitration in India, before a sole
arbitrator appointed by Practo. Arbitration shall be conducted in accordance with the
Arbitration and Conciliation Act, 1996. The seat of such arbitration shall be
Bangalore. All proceedings of such arbitration, including, without limitation, any
awards, shall be in the English language. The award shall be final and binding on the
parties to the dispute.
iii. 9.3Subject to the above Clause 9.2, the courts at Bengaluru shall
have exclusive jurisdiction over any disputes arising out of or in relation to this
Agreement, your use of the Website or the Services or the information to which it
gives access.
o 10.CONTACT INFORMATION GRIEVANCE OFFICER
i. 10.1If a User has any questions concerning Practo, the Website,
this Agreement, the Services, or anything related to any of the foregoing, Practo
customer support can be reached at the following email address:
 support@practo.com or via the contact information available from the following
hyperlink: www.practo.com/contact.
ii. 10.2In accordance with the Information Technology Act, 2000, and
the rules made there under, if you have any grievance with respect to the Website or
the service, including any discrepancies and grievances with respect to processing of
information, you can contact our Grievance Officer at:
Name: Surabhi Patodia
Practo Technologies Pvt Ltd
WeWork Salarpuria Symbiosis,
Arekere Village, Begur Hobli,
Bannerghatta Road,
Bangalore - 560076.
Phone: 8880588999
Email: privacy@practo.com

In the event you suffer as a result of access or usage of our Website by any person
in violation of Rule 3 of the IG Rules, please address your grievance to the above
person.

o 11.SEVERABILITY

If any provision of the Agreement is held by a court of competent jurisdiction or

arbitral tribunal to be unenforceable under applicable law, then such provision shall
be excluded from this Agreement and the remainder of the Agreement shall be
interpreted as if such provision were so excluded and shall be enforceable in
accordance with its terms; provided however that, in such event, the Agreement
shall be interpreted so as to give effect, to the greatest extent consistent with and
permitted by applicable law, to the meaning and intention of the excluded provision
as determined by such court of competent jurisdiction or arbitral tribunal.

o 12.WAIVER

No provision of this Agreement shall be deemed to be waived and no breach

excused, unless such waiver or consent shall be in writing and signed by Practo. Any
consent by Practo to, or a waiver by Practo of any breach by you, whether expressed
or implied, shall not constitute consent to, waiver of, or excuse for any other
different or subsequent breach.

o 13.BRITANNIA NUTRICHOICE OFFER TERMS AND CONDITIONS

These terms and conditions (“Terms”) are set out in addition to the terms set out
above this section on this web page (“General Terms”) and apply to grant of
benefit in the form of credits in the Practo accounts of the Users (“Practo
HealthCash”) in the form and under such circumstances as set out in these Terms
by usage of the coupon codes available along with the Britannia Products (defined
below) (“HealthCash Activation Codes”). The offer of Practo HealthCash is
available for the users of the Website (“Users”) during the period October 1, 2018
 till September 30, 2019 (both days included) (“Offer Period”) only. Details of the
Terms are set out below:
i. 13.1The offer of Practo HealthCash can be availed by User(s) by
purchase of Britannia Nutri Choice Essentials 150 g Oat Cookies and Britannia Nutri
Choice Essentials 150 g Ragi Cookies (“Britannia Products”), during the Offer
Period in accordance with the Terms herein. The offer on Britannia Products specified
in these Terms are hereinafter referred to as “Nutrichoice Offer”.
ii. 13.2The HealthCash Activation Codes are valid for activation up to
September 30, 2019 (“Activation Last Date”), post which the HealthCash
Activation Codes cannot be used for activating the Practo HealthCash.
iii. 13.3In order to activate the Practo HealthCash through the
HealthCash Activation Code, the User will need to send the following text message to
the short-code number 87223 87223: [PRACTO <HealthCash Activation Code>]
(“Activation Request”).
iv. 13.4By sending the Activation Request, the User agrees to the
Terms as well as the General Terms, and in case the User is not already a registered
user on Practo’s platform, i.e. www.practo.com and/or Practo’s mobile application
(“Website”), he/she agrees to create a Practo account on the Website linked to the
mobile number from which the User sends the Activation Request. The complete
terms and conditions pertaining to this offer are provided here. Please go through
the entire terms on this web page in order to view the complete terms for this
Nutrichoice Offer.
v. 13.5Each HealthCash Activation Code can only be used once by the
Users.
vi. 13.6Each HealthCash Activation Code will allow the User to
activate Practo HealthCash equivalent to INR 50 (Indian Rupees Fifty Only).
vii. 13.7A User will be able to activate Practo HealthCash through the
Nutrichoice Offer only for a maximum of 3 (three) times in his/her Practo account by
using the HealthCash Activation Codes. Once a User uses his/her first HealthCash
Activation Code to activate Practo HealthCash, such User cannot use the second
HealthCash Activation Code without redeeming the existing Practo HealthCash in the
User’s account with Practo. The same logic applies when the User is activating Practo
HealthCash by using the third HealthCash Activation Code.
viii. 13.8Practo HealthCash activated through the NutriChoice Offer can
be redeemed by the User only to pay online for the following services on the
Website:
 ordering medicines online;
 consulting a doctor online;
 booking diagnostic tests and health check-ups;
 pre-paying for doctor appointment bookings.
(The above services on the Website are collectively referred to as “Permitted
Services”.)
ix. 13.9Practo HealthCash activated through one HealthCash
Activation Code will be available for the User for a period of 14 (fourteen) days from
the date of activation of the Practo HealthCash by the User. After this period, these
allotted Practo HealthCash will expire, if the User does not redeem such Practo
HealthCash in any of the Permitted Services.
 x. 13.10Practo is not liable to accept activation of Practo HealthCash
through any HealthCash Activation Code which a User has received out of an
unsealed pack of a Britannia Product.
xi. 13.11Practo is not liable to accept activation of Practo HealthCash
through any HealthCash Activation Code in case such HealthCash Activation Code
has already been used as per Practo’s systems, even in case such HealthCash
Activation Code has been taken out from a sealed pack of a Britannia Product. Practo
shall have the sole discretion in this matter.
xii. 13.12The User acknowledges that Practo has agreed to offer
Practo HealthCash in its sole discretion. Nothing in these Terms or the General Terms
shall be interpreted to obligate Practo to offer Practo HealthCash beyond the Offer
Period or to restrict its right to withdraw the NutriChoice Offer during the Offer
Period. Practo reserves its discretion to deny Practo HealthCash to any User in its
sole discretion, notwithstanding compliance by such User of the requirements set out
in these Terms, the General Terms, applicable law or otherwise.
xiii. 13.13The User should raise all concerns pertaining to the Britannia
Products with Britannia Industries Limited (“Britannia”) as per the contact details
specified on Britannia products packaging. Practo shall not be liable in any manner in
this regard.
xiv. 13.14The User should raise all concerns pertaining to the
Permitted Services with Practo Technologies Private Limited (“Practo”)
at support@practo.com. Britannia shall not be liable in any manner in this regard.
xv. 13.15All capitalized terms used but not defined herein will have
the same meaning as ascribed to them under the General Terms. To the extent of
any inconsistency between these Terms and the General Terms, the General Terms
shall prevail.
xvi. 13.16The User agrees that these Terms shall be governed in
accordance with the laws of India.
xvii. 13.17Any dispute arising out of these Terms shall be determined
by arbitration in India, before a sole arbitrator appointed by Practo. Arbitration shall
be conducted in accordance with the Arbitration and Conciliation Act, 1996. The seat
of such arbitration shall be Bangalore. All proceedings of such arbitration, including,
without limitation, any awards, shall be in the English language. The arbitration
award shall be final and binding on the parties to the dispute.
xviii. 13.18Subject to the terms of Clause 17 above, the courts of
Bangalore shall have exclusive jurisdiction to try all disputes arising pursuant to or
under these Terms.
14. PRACTO HEALTH PLAN – USER TERMS AND CONDITIONS
For the purposes of the following terms and conditions (“Practo Health Plan
Terms”), the service provided to You (as defined below) is facilitation of
consultation and other benefits, as detailed hereinafter, with the Practitioners
(healthcare providers including all its doctors, agents, employees) registered
pharmacies which facilitate the medicine orders (“Registered Pharmacies”) and
diagnostic centres which conduct diagnostic tests (“Diagnostic Centres”), and
other benefits the Practo may offer in future, as a part of the subscription to the
Practo Health Plan (“Health Plan Service” / “Plan”). Practo operates and
facilitates the Health Plan Service provided through the Website.
xix. 14.1 NATURE AND APPLICABILITY OF TERMS
Please go through these Practo Health Plan Terms carefully before you decide to
avail the Health Plan Service facilitated by Practo on its Website. The Practo Health
Plan Terms set out herein are in addition to the Practo Terms and Conditions
(available at https://www.practo.com/company/terms) read with the Privacy Policy
(available at https://www.practo.com/company/privacy), (the Terms and
Conditions and Privacy Policy are together referred as “Standard Policies”) and
together they constitute a legal agreement between You and Practo. The Standard
Policies and the Practo Health Plan Terms are to be read in connection with Your
visit to the Website and Your use of the Health Plan Service respectively. To the
extent of any inconsistency between the Standard Policies and the Practo Health
Plan Terms herein, the Practo Health Plan Terms herein shall prevail over the
Standard Policies to the extent of the inconsistency.
These Practo Health Plan Terms apply to any person who subscribes to the Health
Plan Service on behalf or for the benefit of a patient, either individually or inclusive
of his/her family members / relatives. The primary user is required to be registered
on the Website and should have subscribed to the Health Plan Service. For the
purposes of these Practo Health Plan Terms, the primary subscriber to the Health
Plan Service is an individual designed as primary user (“Primary User”) in the
Plan Page (as defined hereafter), who subscribes to the Health Plan Service either
individually and/or for benefit of other members, which could include any other
individual nominated by the Primary Member (hereinafter collectively known as
the “Covered Members”). The Covered Members and a Primary User are
collectively and individually hereinafter referred to as
the “You” / “Your” / “User” / “Users”. As a part of availing the Health Plan
Service, You may choose different packages available pursuant to the Health Plan
Service / Plan which best suits Your needs as per the plan details set out in your
Practo application (“Plan Details”). The User specific details will be visible to You
on Your purchased plan page (“Plan Page”) hosted on Your Practo application.
If you have any questions about any part of these Practo Health Plan Terms, feel
free to contact us at support@practo.com.

By availing the Health Plan Service, you signify your acceptance of the terms of the
Standard Policies and these Practo Health Plan Terms.

We reserve the right to modify or terminate any portion of these Practo Health Plan
Terms and the Standard Policies for any reason and at any time, and such
modifications shall be informed to You by appropriate notifications on the Website.
You should read these Practo Health Plan Terms and the Standard Policies at
regular intervals. Your continued availing of Health Plan Service following any such
modification constitutes your agreement to follow and be bound by these Terms
and the Standard Policies so modified.

You acknowledge that you will be bound by these Practo Health Plan Terms
specifically for availing any of the Health Plan Service. If you do not agree with any
 part of these Practo Health Plan Terms and/or the Standard Policies, please do not
use the Website or avail the Health Plan Service.

Your access and use of the Health Plan Service will be solely at the discretion of
Practo.
xx. 14.2 CONDITIONS OF USE

You must be eighteen (18) years of age or older to register on the Website for
availing the Health Plan Service as a Primary User. As a Primary User, You can add
minors as Covered Member(s) under the Health Plan Service availed and subscribed
to with the express understanding that the Primary Member shall be entirely
responsible and liable on all counts for compliance with these Practo Health Plan
Terms for and on behalf of such Covered Member who is below the age of majority.
By registering, visiting and using the Website for availing the Health Plan Service or
accepting these Terms and the Standard Policies, You represent and warrant to
Practo that You are eighteen (18) years of age or older and have the appropriate
authorization to contract on behalf of a Covered Member who is below the age of
majority, and that You have the right, authority and capacity to use the Website for
availing the Health Plan Service and agree to and abide by these Terms.
xxi. 14.3 TERMS OF THE HEALTH PLAN SERVICE
 14.3.1 Term: The Health Plan Service subscribed by You will be
valid for the period as per the Plan Details commencing from the date of the
subscription of the Health Plan Service (“Term”). After the expiry of the Term, You
may choose a different Plan as per the Plan Details and subscribe thereto or renew
Your existing subscription, on such terms that are valid and subsisting as on date of
subscription or renewal. The benefits under the Health Plan Service cannot be
carried forward after the expiry of the Term.
 14.3.2 Registration: The Primary User is a registered user on the
Website and has subscribed to the Health Plan Service on the Website by paying
the applicable fees as per the Plan Details. You could avail the Plan solely for You or
for Yourself and any Covered Member(s). Each Covered Member, who is covered by
the Health Plan Service subscribed by You will have to follow an authentication
mechanism to utilize the Health Plan Service. The maximum number of permissible
Covered Members per each Primary User will be set out in the Plan Details. Covered
Members, once added by the Primary User cannot be removed, modified or edited.
 14.3.3 Information: As a part of the registration process for Health
Plan Service, You will fill in certain personal information and details in order to
create a medical history and profile which will be accessible to the Practitioners.
The information shared by You will be dealt with in accordance with the Standard
Policies.
 14.3.4 Health Plan Service details: As a part of Health Plan
Service, You are entitled to benefits (which may include such number of
consultations, offers on medicines which are ordered through the Website,
discounted health check-ups, discounts / offers on diagnostics tests and Family
Doctor benefit, or any other benefit that Practo may offer in the future) that are set
out in the Plan Details.
 14.3.5 Health Plan Service process: After subscribing to Health
Plan Service, You will be eligible to avail the benefits covered under the Health Plan
Service as under:
i. Consultations: Covered Consultations and their
Utilization: As part of the Health Plan Service, You are entitled to certain number
of consultations with Covered Practitioners at a discounted rate (“Covered
Consultations”). For the purposes of these Terms, “Covered Practitioners” are
those Practitioners who have been onboarded by Practo to provide You the
Covered Consultation as part of Health Plan Service. The number of Covered
Consultations that You are eligible for shall be displayed under Your Plan Page.
The Covered Consultations can be availed by You either by booking through the
Website by using the Book facility (as published on the Website) or by way of a
walk-in. It is clarified that the benefits under the Covered Consultations will be
calculated cumulatively and not per member. Illustratively, 1 Primary User has
subscribed to the Health Plan Service with 4 Covered Members who are
cumulatively entitled to 10 Covered Consultations. This means that as a group
(Primary User and the Covered Members) the number of Covered Consultations is
10. These 10 Covered Consultations can be utilized by 1 individual User or more
than 1 individual user in such combination and proportion that they choose as a
group. Further, if You have exhausted the Covered Consultations under the Health
Plan Service, You will still be able to avail other benefits which are a part of the
Health Plan Service, however, if You seek a consultation with the Covered
Practitioners after exhausting the Covered Consultation, You will have to pay to
the Covered Practitioner their standard rate at their establishment. If before the
expiry of the Term, You have exhausted the Covered Consultations that You were
eligible for, You may have an option to renew Health Plan Service solely for the
purpose of subscribing to additional number of Covered Consultation during the
Term.
Authentication: If You are booking a Covered Consultation through Practo’s
Book facility, then the Plan Details, shall indicate such Covered Consultation to
have been consumed at the time of booking such Covered Consultation, unless
you have cancelled it as per permissible timelines set out in the Standard Policies.
However, if You are availing the Covered Consultation by way of a walk-in
appointment, then the Plan Details shall indicate such Covered Consultation to
have been consumed once You authenticate Your booking at such Covered
Practitioner’s establishment. Covered consultations do not include consultations
with Physiotherapist, Psychiatrist, Ayurveda, and Homeopathy.
ii. Medicine: As part of the Health Plan Service, You are eligible
to receive offers on order of medicines (as offered for sale by Registered
Pharmacies which are the sellers of such medicines) through the Website during
the Term as per the Plan Details. The type of offers will be set out under your Plan
Details. The other terms and conditions governing the order of medicines which
are available at https://www.practo.com/order/terms (“Order Terms”) will
applicable to You in conjunction with the Standard Policies. The offers on purchase
of medicines is available only on purchase of medicines through the Website and
not via any other mode. For the purposes of these Practo Health Plan Terms,
“Registered Pharmacies” are those pharmacies who have been on-boarded by
Practo to offer You sale of medicine as part of the Health Plan Service through the
Website. Additionally, the Order Terms applicable to Practo and User on medicine
order will apply ‘as is’ under these Practo Health Plan Terms. It is to be noted that
 Practo is not the seller of the medicines but only a facilitator which facilitates
procurement of medicine between You and a Registered Pharmacist. Practo is in
no manner liable for or responsible towards the underlying medicine sale between
the User and the registered pharmacist. Practo hereby disclaims and excludes all
warranties with respect to all services, information and/or products contained on a
medicine order, express, implied or statutory.
iii. Diagnostics: As part of Health Plan Service, You will be
eligible to receive discounts / offers on the diagnostic tests availed by You
(undertaken by Diagnostic Centres) through the Website for the Term as per the
Plan Details. The quantum of the discount or type of offers will be set out under
your Plan Details. The other terms and conditions governing the lab/diagnostic
tests which are available
at https://www.practo.com/company/terms/diagnostic will applicable to You in
conjunction with the Standard Policies. For the purposes of these Terms,
“Diagnostic Centres” are those diagnostic centres who have been onboarded by
Practo to offer You diagnostic tests under the Health Plan Service. It is to be
noted that the terms applicable to Practo and User on diagnostic tests will apply
‘as is’ under these Terms. The lab that You choose for the diagnostic test will offer
at-home diagnostic service, and may offer walk-in tests at its discretion. It is
clarified that all diagnostic tests may not be covered under Health Plan Service
which is at the discretion of such Diagnostic Centres. It is further clarified that
Practo does not conduct any diagnostic tests but is only a facilitator between the
User and the Diagnostic Centres. Practo is in no manner liable for or responsible
towards the actual test and analysis undertaken by the Diagnostic Centre. Practo
disclaims and excludes all warranties in relation to any diagnostic service availed
by the User as part of the Health Plan Service.
iv. Health Check-ups: As a benefit extended to You as a
subscriber to Health Plan Service, You will get health check-ups at discounted fees
during the Term. The details (including the number) of health check-ups will be
visible to You under your Plan Page. As with Covered Consultations, the Primary
User and the Covered Members may, as a group, choose to avail the health
check-ups in such proportion amongst themselves as they deem fit. Health check-
up would be provided by the Covered Practitioners and the Diagnostic Centres.
v. Family Doctor: As a part of the Health Plan Service, You will
also be eligible to avail the benefit of online tele-consultation with a team of
Practitioners (“Family Doctor”). The Family Doctor will be available to You for
consult and You are not required to pay any additional sum to consult with such
Family Doctor. The Family Doctor benefit may be availed either through a phone
call or chat or a video call. The Standard Policies applicable to You with regard to
the online consultation (Practo Consult / Consult) will apply “as is”. Please note
that the benefit of Family Doctor Consult is merely a consulting model and any
interactions and associated issues with the Practitioner acting as Family Doctor,
including but not limited to the Your health issues and/or Your experiences is
strictly between You and such Practitioner. You shall not hold Practo responsible
for any such interactions and associated issues. Any conversations that You have
had with Family Doctor will be retained in Practo database as per the applicable
laws and subject to confidentiality as laid out in the Standard Policies.
Additionally, Practo in no manner endorses any Practitioner who is acting in the
capacity of Family Doctor, that You consult and is not in any manner responsible
 for any drug/medicines prescribed or the therapy prescribed by such Family
Doctor on the basis of the consultation. Further, Practo shall not be responsible
for any breach of service or service deficiency by such Practitioner. It is further
clarified that Practo 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 You or any Practitioner for any outcome
from the consultation between You and such Practitioner. The Family Doctor
benefit is made available to You to obtain consultation from a Practitioner as a
part of the Health Plan Service and is in no way intending to replace physical
consultations with the Practitioner.
 14.3.6 Payment for the Health Plan Service: You will pay to Practo
at the time of subscribing to the Health Plan Service, at the rates set out in the
Plan Details. At the time of visiting the establishment of the Practitioner for
Covered Consultation, You are not required to pay any amount as long as your
eligibility for Covered Consultations are valid and has been set out in the Plan Page.
After availing the Covered Consultation service, You are required to let the billing
department of such Practitioner’s establishment know, that You have availed it by
way of a Covered Consultation as part of Health Plan Service which will then be
authenticated by the Practitioner’s establishment.
 14.3.7 Health Plan Service Cancellation and Refund Policy:
You may have an option to cancel Your subscription to the Health Plan Services.
You will contact Practo on the customer support chat channel regarding cancelling
Your subscription to the Health Plan Service. Further, Practo may refund the
amount paid by You towards your subscription of the Health Plan Services (“Health
Plan Subscription amount”), subject to the following conditions:
i. 1. In the event the Health Plan Subscription amount is Rs.
3,999 (Rupees Three Thousand Nine Hundred and Ninety Nine) or Rs. 5,999
(Rupees Five Thousand Nine Hundred and Ninety Nine) the refund scheme is as
follows:
a. If the user has not availed any of the Health Plan
Services which are mentioned in the User’s Plan Details within a period of 15
(Fifteen) days from the date of subscribing to the Health Plan Services (“Free
Look Period”) and if the user requests for a cancellation of his/her Health Plan
Services during the Free Look Period, Practo will refund the entire Health Plan
Subscription amount which was paid by the user.
b. If the user requests for cancellation of his/her
subscription to the Health Plan Services during the Free Look Period and if the
user has already availed certain Health Plan Services which are mentioned in the
user’s Plan Details during the Free Look Period, Practo will deduct maximum of
Rs. 1,000 (Rupees One Thousand) or the actual value of the Health Plan
Services availed by the user, whichever is higher.
c. If the user requests for cancellation of his/her
subscription to the Health Plan Services after expiry of the Free Look Period,
Practo will refund the Health Plan Subscription amount in the following manner:
a. If the cancellation request by the user is within
16 (Sixteen) days to 89 (Eighty Nine) days from the date of user’s subscription
to the Health Plan Services, Practo will refund 75% (Seventy Five percent) of
 the Health Plan Subscription amount or the actual cost of Health Plan Services
availed by the user, whichever is higher;
b. If the cancellation request by the user is within
90 (Ninety) days to 179 (One hundred and Seventy Nine) days from the date
of user’s subscription to the Health Plan Services, Practo will refund 50% (Fifty
percent) of the Health Plan Subscription amount or the actual cost of Health
Plan Services availed by the user, whichever is higher;
c. If the cancellation request by the user is within
180 (One Hundred and Eighty) days to 269 (Two hundred and Sixty Nine) from
the date of user’s subscription to the Health Plan Services, Practo will refund
25% (Twenty Five percent) of the Health Plan Subscription amount or the
actual cost of Health Plan Services availed by the user, whichever is higher;
and
d. The user will not be entitled to any refund of
the Health Plan Subscription amount if the cancellation request by the user is
after 269 (Two Hundred and Sixty Nine) from the date of user’s subscription to
the Health Plan Services.
ii. 2. In the event the Health Plan Subscription amount paid by
the user is Rs. 1,999 (Rupees One Thousand Nine Hundred and Ninety Nine) or
Rs.2,999 (Rupees Two Thousand Nine Hundred and Ninety Nine) the refund
scheme is as follows:
a. If the user has not availed any of the Health Plan
Services which are mentioned in the user’s Plan Details within the Free Look
Period and if the user requests for a cancellation of his/her Health Plan Services
during the Free Look Period, Practo will refund the entire Health Plan
Subscription amount which was paid by the user.
b. If the user requests for cancellation of his/her
subscription to the Health Plan Services during the Free Look Period and if the
user has already availed certain Health Plan Services which are mentioned in the
user’s Plan Details during the Free Look Period, Practo will refund the Health
Plan Subscription amount after deducting the consultation fees (as mentioned by
the respective doctor on the Website) for the consultation(s) availed by the user
as part of the Health Plan Services.
c. If the user requests for cancellation of his/her
subscription to the Health Plan Services after expiry of the Free Look Period,
Practo will refund the Health Plan Subscription amount in the following manner:
a. If the cancellation request by the user is within
16 (Sixteen) days to 89 (Eighty Nine) days from the date of user’s subscription
to the Health Plan Services, Practo will refund 75% (Seventy Five percent) of
the Health Plan Subscription amount or the actual cost of Health Plan Services
availed by the user, whichever is higher;
b. If the cancellation request by the user is within
90 (Ninety) days to 179 (One hundred and Seventy Nine) days from the date
of user’s subscription to the Health Plan Services, Practo will refund 50% (Fifty
 percent) of the Health Plan Subscription amount or the actual cost of Health
Plan Services availed by the user, whichever is higher;
c. If the cancellation request by the user is within
180 (One Hundred and Eighty) days to 269 (Two hundred and Sixty Nine) days
from the date of user’s subscription to the Health Plan Services, Practo will
refund 25% (Twenty Five percent) of the Health Plan Subscription amount or
the actual cost of Health Plan Services availed by the user, whichever is higher;
and
d. The user will not be entitled to any refund of
the Health Plan Subscription amount if the cancellation request by the user is
after 269 (Two Hundred and Sixty Nine) days from the date of user’s
subscription to the Health Plan Services.
iii. 3. In the event the Health Plan Subscription amount paid by
the user is Rs.399 (Rupees Three Hundred and Ninety Nine) or Rs.499 (Rupees
Four Hundred and Ninety Nine) or Rs.799 (Rupees Seven Hundred and Ninety
Nine)the refund scheme is as follows:
a. If the user has not availed any of the Health Plan
Services which are mentioned in the user’s Plan Details within a period of 7
(Seven) days from the date of subscribing to the Health Plan Services (“Free
Look Period”) and if the user requests for a cancellation of his/her Health Plan
Services during the Free Look Period, Practo will refund the entire Health Plan
Subscription amount which was paid by the user.
b. If the user requests for cancellation of his/her
subscription to the Health Plan Services during the Free Look Period and if the
user has already availed certain Health Plan Services which are mentioned in the
user’s Plan Details during the Free Look Period, Practo will refund the Health
Plan Subscription amount after deducting the consultation fees (as mentioned by
the respective doctor on the Website) for the consultation(s) availed by the user
as part of the Health Plan Services.
c. The user will not be entitled to any refund of the
Health Plan Subscription amount if the cancellation request by the user is after 7
(Seven) days from the date of user’s subscription to the Health Plan Services.
iv. 4. In the event the Health Plan Subscription amount paid by
the user is Rs.1499 (Rupees One Thousand Four Hundred and Ninety Nine) the
refund scheme is as follows:
a. If the user has not availed any of the Health Plan
Services which are mentioned in the user's Plan Details within a period of 15
(Fifteen) days from the date of subscribing to the Health Plan Services ("Free
Look Period") and if the user requests for a cancellation of his/her Health Plan
Services during the Free Look Period, Practo will refund the entire Health Plan
Subscription amount which was paid by the user.
b. If the user requests for cancellation of his/her
subscription to the Health Plan Services during the Free Look Period and if the
user has already availed certain Health Plan Services which are mentioned in the
user's Plan Details during the Free Look Period, Practo will refund the Health
 Plan Subscription amount after deducting the consultation fees (as mentioned by
the respective doctor on the Website) for the consultation(s) availed by the user
as part of the Health Plan Services.
c. The user will not be entitled to any refund of the
Health Plan Subscription amount if the cancellation request by the user is after
15 (Fifteen) days from the date of user's subscription to the Health Plan
Services.
v. 5. All refunds of the Health Plan Subscription amount to the
user are subject to Practo’s internal verification process.
vi. 6. Subject to Clause 3.4.7 (3) above, the refund of the
Health Plan Subscription amount will made to the user within fifteen (15) business
days of such cancellation request.
 14.3.8 As a part of Health Plan Service, You are entitled to
certain discounts, offers and benefits. It is clarified that none of these benefits
under Health Plan Service can be redeemed for cash.
 14.3.9 Fair Usage Policy for Practo Health Plan.
The following fair usage policy shall be applicable to every Plan:
i. Users are allowed to utilise a maximum of 5 (Five) free
online consultations per day (i.e. 5 (Five) online consultations per day collectively
for all users, including covered members). Upon completion of the 5 (Five) free
consultations per day, users may choose to avail additional consultations by
paying the prescribed consultation fee to the doctor.
ii. Users are allowed to utilize a maximum of 15 (Fifteen) free
online consultations per month (i.e. 15 (Fifteen) free online consultations per
month collectively for all users, including covered members). Upon completion of
the 15 (Fifteen) free consultations per month, users may choose to avail
additional consultations by paying the prescribed consultation fee to the doctor.
iii. Each user of a Plan can have 1 (one) active doctor
consultation at any given time. An online consultation is considered to be active
for 60 (Sixty) minutes from the actual time of commencement of the said
consultation and upon completion of 60 (Sixty) minutes, users may commence a
new online consultation.
iv. The aforementioned fair usage policy is subject to change by
Practo at its sole discretion based on future analysis and actual usage.
 14.4 APPLICABILITY OF THE STANDARD POLICIES

The Practo Health Plan Terms herein are required to be read in conjunction and
addition with the applicable user terms under the Standard Policies. In case of any
inconsistency between the Practo Health Plan Terms and the Standard Policies, the
Terms will prevail to the extent of the inconsistency.
 14.5 REIMBURSEMENT UNDER PRACTO PLUS PLAN – TERMS &
CONDITIONS

Users who have subscribed to the Practo Plus Plan which is available on the
Website are entitled to receive reimbursements, on the consultation fee mentioned
 by the doctor on the Website with respect to each consultation (“Consultation Fee”)
subject to the following terms and conditions:
i. 1 Only those Users who have subscribed to a Practo Plus
Plan through the Website are entitled to receive reimbursement on the Consultation
Fee.
ii. 2The maximum reimbursement which can be availed by a
User per consultation is Rs. 500/- (Rupees Five Hundred only).
iii. 3Reimbursement is available only on the Consultation Fees,
and not on the fees paid by the User for each Consultation. For example, if the
doctor has raised an invoice for Rs. 500/- and the Consultation Fee as mentioned
under the profile of the doctor on the Website is Rs. 400/-, the User who has
consulted the said doctor will be entitled to a cash back of only Rs. 400/- and not
Rs. 500/-.
iv. 4For the purpose of availing the reimbursement, Users shall
send a legible picture/photo of the invoice/bill raised by the respective
clinic/hospital at which the said User has booked an appointment to
pluscashback@practo.com.
v. 5The E-mail to be sent by the User (as per Clause 5 above)
shall also include the following details:
i. Picture/photo of the invoice/bill
ii. Bank details of the User
vi. 6 The picture/photo mentioned under Clause 5 shall contain
the following details for the Users to avail the reimbursement:
i. Name of the User (name should be as mentioned in the
Practo Plus membership before the booking the appointment)
ii. Name of clinic/hospital
iii. Name of doctor
iv. Consultation Fee/ fees paid.
vii. 7 Practo team will verify the amount mentioned in the
invoice with the Consultation Fee mentioned by the doctor on the Website
viii. 8 Any reimbursement claim made by a User after the expiry
of his/her subscription to the Practo Plus Plan is not valid.
ix. 9 A User cannot carry forward his/her entitlement to receive
reimbursement while renewing his/her Practo Plus Plan subscription.
x. 10 Plus is not an insurance product.
xi. 11Any reimbursement claim made by a User 30 days after
the date of appointment is not valid.

2. Subscribers terms
 Subscriber Terms

Terms of Use for Practitioners, Practices and Healthcare Providers for the use
of Practo Ray, Practo Tab and the other Services provided by Practo
Technologies Private Limited (“Practo”).
Practo Technologies Private Limited (“us”, “we”, or “Practo”, which also includes its
affiliates) is the author and publisher of the internet
resource www.practo.com (“Website”) on the world wide web as well as the software
and applications provided by Practo, including but not limited to the mobile application
‘Practo’, and the software and applications of the brand names ‘Practo Ray’, ‘Practo
Tab’, ‘Practo Reach’, ‘Hello’, and ‘Health Account’ (together with the Website, referred
to as the “Services”).
These Terms of Use constitute the agreement (the “Agreement” or “Terms of Use”)
between Practo and the user of Practo’s Subscription Services (“User”, as defined in
Section 2 of this agreement). Your use of Practo’s Subscription Services, which include
Ray, Tab, Reach, Hello and various ancillary Services accessible at
http://www.practo.com and https://www.practo.com, for which a subscription amount
is payable for usage (hereinafter individually referred to as the “Subscription Service”
and collectively referred to as the “Subscription Services”) is subject to the following
terms and conditions.
This Agreement, among other things, provides the terms and conditions for use of
Subscription Services, primarily a web based practice management hosted and
managed remotely through the website and through native mobile applications as
described in Section 3.9 of this Agreement. The site www.practo.com is owned and
operated by Practo.

This Agreement is an electronic record in terms of Information Technology Act, 2000

and generated by a computer system and does not require any physical or digital
signatures. This Agreement is published in accordance with the provisions of Rule 3 (1)
of the Information Technology (Intermediaries guidelines) Rules, 2011 that require
publishing the rules and regulations, privacy policy and Terms of Use for access or
usage of the Subscription Services.

 1.YOUR AGREEMENT WITH PRACTO

o 1.1We reserve the right to modify the Terms of Use at any time without
giving you any prior notice. Your use of the Subscription Services following any such
modification constitutes your agreement to follow and be bound by the Terms of Use
as modified. Any additional terms and conditions, disclaimers, privacy policies and
other policies applicable to general and specific areas of these Subscription Services
or to particular Subscription Services are also considered as Terms of Use. By
agreeing to these terms, you also agree to the terms of use of the Service, which are
available at www.practo.com/company/terms.
o 1.2You acknowledge that you will be bound by this Agreement for availing
any of the Subscription Services offered by us.
 o 1.3Your access to use the Subscription Services will be solely at the
discretion of Practo.
 2.WHO IS PRACTO?

Practo is the author and publisher of the software Practo Ray. Practo Tab, Practo
Reach, Reach Plus, Hello, and all their variants, editions, addons, and ancillary
Subscription Services or services (including all files and images contained in or
generated by the software, and accompanying data, together the “Software”). The
Subscription Services have been designed for use at businesses, institutions,
establishments and organisations engaged in the healthcare practices (“Practices”)
by healthcare providers (“Practitioners”, which term shall also include designated
associates of the healthcare providers who would use Software), and clients of the
healthcare providers (“End-Users”, which term shall also include members of public
who search for Practitioners on the website anonymously or as a registered user of
the Service) to find, manage and organise information including but not limited to
personal or nonpersonal information, practice and business information,
appointments, prescriptions, medical records, billing, inventory and accounting
details. All users of the Subscription Services are together termed as (“Users”or
“you” or “your”).

Practo makes no express or implied representations or warranties about its

Subscription Services and disclaims any implied warranties, including, but not limited
to, warranties or implied warranties of merchantability or fitness for a particular
purpose or use or noninfringement. Practo does not authorize anyone to make a
warranty on Practo’s behalf and you may not rely on any statement of warranty as a
warranty by Practo.

 3.TERMS OF USE
o 3.1 By using the Subscription Services, you agree that you have read and
understood these Terms of Use and you agree to be bound by these Terms of Use
and use these Subscription Services in compliance with these Terms of Use. PLEASE
READ THESE TERMS OF USE CAREFULLY. IF YOU DO NOT AGREE TO BE BOUND BY
(OR CANNOT COMPLY WITH) ANY OF THE TERMS BELOW, DO NOT CLICK THE "I
AGREE" BOX, DO NOT COMPLETE THE REGISTRATION PROCESS, AND DO NOT
ATTEMPT TO USE THE SERVICE. You expressly represent and warrant that you will
not use these Subscription Services if you do not understand, agree to become a
party to, and abide by all of the terms and conditions specified below. Any violation
of these Terms of Use may result in legal liability upon you. Nothing in these Terms
of Use should be construed to confer any rights to any third party or any other
person. YOUR USE OF THE PRACTO MEANS YOU ARE CONSENTING TO THIS
AGREEMENT.
o 3.2 You must be 18 years of age or older to register; use these
Subscription Services in any manner. By registering, or accepting this Agreement,
you represent and warrant to Practo that you are 18 years of age or older, and that
you have the right, authority and capacity to use the Subscription Services available
through the Practo and agree to and abide by this Agreement. You also represent
and warrant that you are not a person barred from receiving the Subscription
 Services under the laws of India or other countries including the country in which
you are resident or from which you use the Subscription Services.
o 3.3The Agreement is published in compliance of, and is governed by the
provisions of Indian law, including but limited to:
 3.3.1the Indian Contract Act, 1872,
 3.3.2the (Indian) Information Technology Act, 2000, and
 3.3.3the rules, regulations, guidelines and clarifications framed
thereunder, 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 Rules”).
o 3.4 A condition of the User’s use of and access to the Subscription
Services available provided by Practo to Users is the User’s acceptance of this
Agreement. Any User that does not agree with any provisions of the same is required
to leave this computer resource/the Subscription Services immediately and
immediately discontinue use of all Subscription Services available at the Practo.
o 3.5 Practo authorizes the User to view and access the content available
on the Subscription Services solely for ordering, receiving, delivering and
communicating only as per this Agreement. The contents of the Subscription
Services, information, text, graphics, images, logos, button icons, software code,
design, and the collection, arrangement and assembly of content on the Subscription
Services (collectively, "Practo Content"), are the property of Practo and are
protected under copyright, trademark and other laws. User shall not modify the
Practo Content or reproduce, display, publicly perform, distribute, or otherwise use
the Practo Content in any way for any public or commercial purpose or for personal
gain.
o 3.6Multiple Users are not permitted to share the same/single login.
o 3.7 If you are an employee, associate, consultant, intern or are in any
way associated to the Practitioner that has subscribed to the Subscription Services
and the subscribing Practitioner has authorized you, explicitly or implicitly, to use the
Subscription Services, this Agreement is a threeway agreement between you, the
Practitioner and Practo. Both the Practitioner and Practo may seek recourse against
you for any violation of the terms of this Agreement.
o 3.8 Users may not transfer (including by way of sublicense, lease,
assignment or other transfer, including by operation of law) their login or right to use
the Subscription Services to any third party. You, the User, are solely responsible for
the way anyone you have authorized to use the Subscription Services and for
ensuring that all of such Users comply with all of the terms and conditions of this
Agreement. Any violation of the terms and/or conditions of this Agreement by any
such User shall be deemed to be a violation thereof by you.
o 3.9 These Terms of Use will also be applicable to Users who access
Software features using native mobile applications published by Practo including but
not limited to its applications for devices running on platforms such as iOS, Android,
Windows, Blackberry, Tizen and any derivatives or any other platforms. Additional
terms of use may be applicable to Users while accessing Software using such mobile
applications.
o 3.10 You agree that any registration information you give to Practo will
always be true, accurate, correct, complete and up to date, to the best of our
knowledge. Any phone number used to register with the Subscription Services be
 registered in your name and you might be asked to provide supporting documents to
prove the same.
o 3.11 You agree that you will not use the Subscription Services provided
by Practo for any unauthorized and unlawful purpose. You will not impersonate
another person, including, without limitation, a Practitioner, a Practice or User.
o 3.12 You agree to use the Subscription Services only for purposes that
are permitted by (a) the Terms of Use and (b) any applicable law, regulation and
generally accepted practices or guidelines in the relevant jurisdictions (including any
laws regarding the export of data or software to and from India or other relevant
countries).
o 3.13 You agree not to access (or attempt to access) any of the
Subscription Services by any means other than through the interface that is provided
by Practo, unless you have been specifically allowed to do so in a separate
agreement with Practo.
o 3.14 You agree that you will not engage in any activity that interferes
with or disrupts the Subscription Services (or the servers and networks which are
connected to the Subscription Services).
o 3.15 You agree that you will not reproduce, duplicate, copy, transfer,
license, rent, sell, trade or resell the Software or any other Subscription Services for
any purpose whatsoever.
o 3.16 You agree that you are solely responsible for (and that Practo has no
responsibility to you or to any third party for) any breach of your obligations under
the Terms of Use and for the consequences (including any loss or damage which
Practo may suffer) of any such breach.
o 3.17 You shall indemnify Practo for any claims, losses or damages, or for
the costs of any regulatory or court proceedings suffered by Practo as a result of
your breach under any applicable law.
o 3.18 You expressly acknowledge and agree that your use of the
Subscription Services is at your sole risk and that the Subscription Services are
provided "as is" and "as available”.
o 3.19 You agree that you will not make any unsolicited calls or use any
information displayed on the Practo, an online platform; to breach any applicable
rules and guidelines related to unsolicited commercial communications, including but
not limited to regulations & guidelines such as TRAI guidelines for telemarketers, or
otherwise violate applicable law while using the Subscription Services.
o 3.20 You agree that this Agreement and the Subscription Services of
Practo are subject to any modification, or may be removed by Practo, as a result of
change in government regulations, policies and local laws as applicable.
o 3.21 You agree and understand that you are responsible for maintaining
the confidentiality of passwords associated with any login you use to access the
Software.
o 3.22 Your use of each Subscription Service confers upon you only the
rights and obligations relating to such Subscription Service, and not to any other
Subscription Service or service that may be provided by Practo. For instance, being a
subscriber to Practo Ray does not automatically entitle you to a higher ranking on
Practo’s Practitioner search facility.
 4.Use of Subscription Services
o 4.1Practo provides Software through its website, as a Software as a
Service (SaaS) model. Practo is not responsible for and does not deal with any of
 patient managed by User through the website or native mobile applications and only
provides Software to User through the website and native mobile applications.. To
the extent User uses such software or downloads such software from the website,
the software, will be deemed to be licensed to User by Practo, for providing
Subscription Services to User and enabling User to use those Software only. Practo
does not transfer either the title or the intellectual property rights to the Software
and other its Subscription Services, and Practo (or its licensors) retain full and
complete title to the Software as well as all intellectual property rights therein. User
agrees to use the Subscription Services and the materials provided therein only for
purposes that are permitted by: (a) this Agreement; and (b) any applicable law,
regulation or generally accepted practices or guidelines in the relevant jurisdictions.
Information provided by a User to Practo may be used, stored or republished by
Practo or its affiliates even after the termination of these terms of Service.
o 4.2Practo may offer at its discretion, a free trial of its Subscription
Services for a specified time period. Users of the Software during the trial period are
bound by the terms of this Agreement and any applicable law, regulation and
generally accepted practices or guidelines in the relevant jurisdictions. Any data User
enters into the Software, and any customizations made to the Software by or for
User, during User’s free trial will be permanently lost at the expiry of the specified
time period unless the User upgrades his/her/its subscription to one of the User
Plans. Practo does not provide any warranty during the trial period.
o 4.3Practo offers its Subscription Services on asis basis and has the sole
right to modify any feature or customize them at its discretion and there shall be no
obligation to honour customization requests of any User. The subscription fee hence
charged is exclusive of any customisation costs.
o 4.4User shall not access the Subscription Services of Practo if the User or
the organisation that he/she/it represents is Practo’s direct competitor, except with
Practo’s prior written consent. In addition, the User shall not access the Subscription
Services for purposes of monitoring their availability, performance or functionality, or
for any other benchmarking or competitive purposes.
o 4.5Practo provides, at its discretion basic support for the Subscription
Services at no additional charge, and/or upgraded support if purchased separately
and will use commercially reasonable efforts to make the Subscription Services
available 24 hours a day, 7 days a week, except for (i) planned downtime (of which
Practo shall give at least 8 hours’ notice to Users via the Subscription Services and
which Practo shall schedule to the extent practicable during the weekend hours from
6:00 p.m. Indian Standard Time (IST) Friday to 6:00 a.m. Indian Standard Time
(IST) Monday), or (ii) any unavailability caused by circumstances beyond Practo’s
reasonable control, including without limitation, acts of God, acts of government,
flood, fire, earthquakes, civil unrest, acts of terror, strikes or other labour problems,
or internet service provider failures or delays. Practo will provide the Subscription
Services only in accordance with applicable laws and government regulations.
o 4.6Notwithstanding anything to the contrary contained herein, Practo
does not warrant that its Subscription Services will always function without
disruptions, delay or errors. A number of factors may impact the use of the
Subscription Services (depending on the Subscription Services used) and native
mobile applications and may result in the failure of your communications including
but not limited to: your local network, firewall, your internet service provider, the
public internet, your power supply and telephony services. Practo takes no
 responsibility for any disruption, interruption or delay caused by any failure of or
inadequacy in any of these items or any other items over which we have no control.
o 4.7In the event the Software are not available due to apparent default at
Practo’s end or are rendered unusable, Practo may at its discretion extend the
subscription period of the Practitioner only by such number of calendar days when
the Subscription Services were not available. However, you shall agree that Practo is
not responsible and will not be held liable for the any failure of the intermediary
services such as, internet connectivity failure or telephonic disconnections.
o 4.8The Subscription Services may be subject to certain limitations, such
as, limits on disk storage space, on the number of calls Users are permitted to make
against Practo’s application programming interface, and, other limitations dependent
on the ‘User Plan’, for example, number of SMS, number of appointments, number of
users or accounts, validity of subscription and any other limitations. Any such
limitations are specified in the User Plans. The Subscription Services have been
designed to provide realtime information to enable User to monitor such User’s
compliance with such limitations.
o 4.9Notwithstanding anything to the contrary contained herein,
Practitioner alone shall be liable for Practitioner’s dealings and interaction with
patient, his/her representatives or affiliates, searching for Practitioners through the
Website (the “EndUser”). contacted or managed through the Software and Practo
shall have no liability or responsibility in this regard. Practo does not guarantee or
make any representation with respect to the correctness, completeness or accuracy
of the information or detail provided by End-Users or any third party through the
Subscription Services. The Subscription Services are not intended for and must not
be used for emergency purposes such as emergency appointments, emergency
healthcare procedures or any other emergency situations.
o 4.10Practo may, at its sole discretion, suspend User’s ability to use or
access the Subscription Services at any time while Practo investigates complaints or
alleged violations of this Agreement, or for any other reason.
o 4.11Practo reserves the right to use all information captured in its
Subscription Services in anonymised form for the purpose of its Subscription
Services improvements, and providing analytics and businesses intelligence to the
third parties. On the basis of such information, Practo tries to make its Subscription
Services more useful in following way:
 Promotion of new Subscription Services,
 Analysing software usage patterns for improving Subscription
Services design and utility;
 Analysing anonymised patients’ information for research and
development of new technologies and any other Subscription Services offerings;

Users can use the rectification tools provided by Practo or contact Practo
immediately for rectifications. Practo shall bear no liability or responsibility in this
regard.
o 4.12Practo reserves the right to use the following types of information
stored in our software:
 Practice information;
  Practitioner information;
 End-Users’ demographic information as anonymised form;
 End-Users’ information in relation to his health and history
(anonymised form);
o 4.13Practo automatically lists Practitioner information on its Subscription
Services as per information added to a Practice using its Software. The information
listed is displayed when End-Users search for Practitioners or Practices on the Practo,
and this information listed on the Subscription Services may be used by End-Users to
request for appointments. Such information on the Subscription Services may
continue to appear even after the Practice removes the information from its Software
or the Practice ceases to be a paying subscriber or the Practice terminates its
subscription or in any other way discontinues its relationship with Practo. Practo, on
its own, does not list any Personally Sensitive Information of such Practitioners.
Practo do not provide any ranking algorithm in relation to the listing made on its
Website. Practo reserves the right to list Practitioners who are not party to this
Agreement and the Practitioners who have subscribed to this Terms of Use are listed
along with them. Thereon, Practo reserves the right to modify the listing of
Practitioners on its Website. In case Practitioner or Practice wishes to change or
remove information as listed and displayed omits online platform, or disable
appointment requests ,the Practitioners or Practices can do so by using options
available on its online platform or its Subscription Services or by contacting Practo at
support@practo.com.
o 4.14The Subscription Services available by Practo accepts online
appointment requests for all practitioners listed and displayed on its website. Practo
intends to take all reasonable steps to duly inform Practices via phone and email for
appointment requests made on Service. However, it is possible that some
appointment requests do not reach the Practices at all or in a timely manner due to
technical or operational reasons including but not limited to cases when Practices do
not respond to phone calls made by Practo or when Practices do not read emails or
text messages sent by Practo in timely manner. Practo shall have no liability or
responsibility in this regard.
 For detailed terms of service of online appointment booking facility
click here
o 4.15While Practo makes every feasible effort to ensure a confirmed
appointment for a EndUser who requested an appointment on the Service, Practo
does not guarantee that the appointments will be confirmed in all cases. Further,
Practo has no liability if such appointment is confirmed but later cancelled by any of
the End-Users, or the Practitioners are not available as per the given appointment
time.
o 4.16Certain Subscription Services (including ancillary Subscription
Services) may be subject to additional limitations, restrictions, terms and/or
conditions specific to such Software (“Specific Terms”). In such cases, the applicable
Specific Terms will be and your access to and use of the relevant Subscription
Services will be contingent upon your acceptance of and compliance with such
Specific Terms.
o 4.17Practo reserves the right to add new functionality, remove existing
functionality, and modify existing functionality to its Subscription Services as and
when it deems fit, and make any such changes available in newer versions of its
 Subscription Services or native mobile application or all of these at its discretion. All
Users of its Subscription Services will be duly notified upon release of such newer
versions and Practo reserves the right to automatically upgrade all Users to the
latest version of its Software as and when it deems fit.
o 4.18Ray Terms of Use:
 4.18.1Practo Ray (“Ray”) is available ‘on the cloud’ wherein
Practitioners are able to access to solution for a specific period of time, as chosen
by them.
 4.18.2The Practitioner agrees that if the Software is being used by
its employees or agents, including receptionists, such employees or agents will use
the Software in accordance with this Agreement.
 4.18.3User can use Ray to book appointments with End-Users,
send End-Users reminders for appointments, record their clinical notes, generate
their prescriptions and to generate bills and invoices.
 4.18.4Ray being an ancillary product of Practo, the reviews and
recommendations shared over Ray can be displayed on the Website. Reviews and
recommendations of the End-Users not registered with Practo may be displayed on
the Website through Ray. User agrees that Practo shall not be responsible for any
of the reviews made on the Website.
 4.18.5Practo reserves the right to make any further operational
changes to the Software, at its discretion and the Practitioners will be notified of
such changes or updates with a prior notice. Practo reserves the right to extend
and withdraw ‘ABS’ (also known as Instant) functionality to you at its sole
discretion, based on the number of EndUser appointments being honoured by you.
The extension or withdrawal of such facility shall be intimated to you by Practo.
 4.18.6User shall agree that they will be subscribing the Software
for the purpose of EndUser management and will not use the Subscription Services
provided by Practo for any unauthorized and unlawful purpose. You will not
impersonate another person.
 4.18.7User shall agree that you will indemnify and keep
indemnified Practo for all the costs, damages and losses any in case of any breach
of security procedures by the User(s), User’s employees or its vendors.
 4.18.8Any communication sent by or through Practo to the clients
or customers (whether or not End-Users) of a particular Practitioner is based solely
on information uploaded by such Practitioner on the Ray software. The accuracy
and completeness of such information (including but not limited to contact details
of the client or customer) is the sole responsibility of the Practitioner. Practo will
not be responsible for the incompleteness or inaccuracy such information, including
if as a result of such inaccuracy, a communication is sent to an unintended
recipient.
 4.18.9Practo Ray sends alerts pertaining to the follow up visits to
the End Users of the Customers and enables the End Users to also access their
appointment details through User account created through Practo.com or Practo
mobile app.
 4.18.10The User shall refer to and be bound by Practo’s
instructions and policies on ‘Ray’ as available at the following link:
https://help.practo.com/practo-instruction-and-policies/click-wrap-subscription-
agreement-ray/.
o 4.19Tab Terms of Use:
  4.19.1Practo is the author and publisher of the software Practo
Tab (“Tab”), which is available to the Users in a prepackaged form, installed in a
tablet and is usually used by the Practices and Practitioners. Tab allows
Practitioners to register the End-Users, capture their clinical notes and prescriptions
and access Ray.
 4.19.2User shall agree that the Practo provides the tab software
installed in the tablet and has no responsible in relation to the working of the
hardware. Purchase of Tab will be according to the specifications detailed by Practo
only after authorisation made by the User.
 4.19.3Tab is a close ended device which allows a User to have an
access to only Practo and its ancillary products. However, Practo reserves the right
to uninstall Tab on request made by the User, upon which the tablet can be used
for any and every other purpose.
 4.19.4User shall agree that subscription of Tab is subject to every
Terms of Use by Practo and installation of the Tab.
 4.19.5Practo reserves the right to provide support services to its
Users as per the terms of this Agreement, only once the User has made his
payment.
 4.19.6User shall agree that Practo is responsible to the extent of
its Subscription Services and shall not be held liable beyond the scope of this
Agreement.
 4.19.7User shall agree that Practo shall be liable for any costs or
damages, whatsoever to extent of the amount equal to User’s yearly subscription.
 4.19.8Any communication sent by the Practitioner to its clients or
customers (whether or not End-Users) based on information collected by the
Practitioner of its clients or customers will be sole responsibility of the Practitioner.
The Practitioner must ensure accuracy of such communication sent, and must
ensure that it is sent to the intended recipient.
 4.19.9The User shall refer to and be bound by Practo’s instructions
and policies on ‘Tab’ as available at the following link:
https://help.practo.com/category/practo-tab/
 4.19.10The User shall refer to and be bound by Practo’s
instructions and policies on ‘Tab+Ray’ as available at the following link:
https://help.practo.com/practo-instruction-and-policies/click-wrap-subscription-
agreement-ray-tab/ .
o 4.20Practo Reach and Reach Plus: Terms of Use
 4.20.1Nature of Product
i. Practo Reach is a subscription package which enables
Practices the opportunity to appear at a superior position among the search
results of an End User in a particular Zone. A Zone is a predefined group of
localities in a city. Practo reserves the right to alter the limits of any predefined
Zone at its own discretion on a subscription basis, based on applicable filters. A
minimum number of views of the Reach card are guaranteed over the subscription
period.
ii. Practo Reach Plus is a subscription package which offers
Practices the opportunity to appear at a superior position among the search
results of an End User within a particular City or Zone, based on applicable filters.
iii. Subscription Term is the number of months for which the
Practices purchase the subscription for using the Software.

 a)Practo Reach subscription is defined as a package

provided to the subscribers which includes predefined Zones, group of keywords
and specialization of the Practices.
 b)Practo Reach Plus subscription is defined as a
package provided to the subscribers which includes City or Zone, predefined
group of keywords and specialization of the Practices.
 c)Practo Reach and Reach Plus subscriptions include
the following:
 A listing at the top and other high visibility
positions on the search result page of the Website for the Zone or City as
applicable depending on the subscription and subject to Exclusivity (as described
hereunder); and
 A report which provides details of Impressions
(number of views of the Reach Card in a search results page on the Website), in
the Practice’s Practo account. A Reach Card is a section of the result page on the
Website of the subscriber Practice, which can be modified at the sole discretion
of Practo.
 d)Practo Reach or Reach Plus subscriptions do not
include the following:
 Minimum guarantee of appointments, phone
calls, patient walkins etc;
 Recommendations given by the End-Users;
and
 Any modification to Practice’s and/or
Practitioner’s Practo Profile.
iv. Exclusivity for Practo Reach Plus:

Reach Plus subscriptions are subject to exclusivity packages as provided by

Practo on an availability basis. Subscriber Practices may choose to purchase
exclusivity to appear in the search results in certain probability (25%, 50%,
75%, 100%) based on the subscription. However, if a keyword is removed or
added to the subscription package Practo shall not guarantee exclusivity to
appear on the search result page, when such keyword is used.

One exception to the exclusivity rule is that if a keyword is removed or added to

the keyword group which is part of the subscription, Practo will not guarantee
exclusivity on that keyword.
 Practo also reserves the right to modify or remove any information on the Reach
Card that the healthcare practice has within its control, if it does not meet
Practo’s guidelines stated below.
v. Other Practo Services

The terms of use in Section 4.20 are applicable only for the subscription of the
Practo Reach and Reach Plus. The applicability of these terms of use does not
override any other applicable terms and conditions. The use of the Website and
any other services of Practo are governed by the Practo Terms and Conditions.
 4.20.2Practo Reach/Reach Plus lists only the
Practitioners/Practices registered with the Website and Practo reserves the right to
display or to take down any listing, as applicable under the law.
 4.20.3By subscribing to the Practo Reach/Reach Plus, the User
agrees that any information shared by you with Practo or its affiliates, will be
subject to our Privacy policy.
 4.20.4Practo reserves the rights to display the reviews or the
recommendations of the User on the Practitioners/Practices, when you are looking
for an appointment. However, Practo will not be liable for any inaccuracy or claims
made on the Practo Reach/ Reach Plus.
 4.20.5Practo shall not be liable for any third party claims arising
under the applicable laws in relation to Practo Reach/Reach Plus and the Users and
Practitioner are advised to review and adhere to applicable laws and regulations in
relation to applicable jurisdiction.
 4.20.6Practo will not be liable for accuracy or inaccuracy of
information or the claims made in Practo Reach/Reach Plus. Practo does not
encourage the Users to visit the Practo Reach/Reach Plus page or to avail any
services from them. Practo will not be liable for the services provided by Practo
Reach Practitioners/Practices or for the content posted by Practitioners/Practices.
 4.20.7The User of Practo Reach/Reach Plus may also be a User
of Practo Ray and Practo Tab. If any User or Practitioner/Practice requires a
takedown of any Practo Reach/ Reach Plus listing, the same may be the subject
matter of a notice to the Grievance Officer as provided hereunder.
 4.20.8Your use of ‘Practo Reach’/ ‘Reach Plus’ does not constitute
an explicit or implicit warranty or guarantee by Practo that you will receive any
particular number of bookings, appointments, or enquiries from End-Users of
Practo or otherwise. The ‘Practo Reach’ and ‘Reach Plus’ merely enables listing of
your information (should you choose to subscribe to it) on a priority basis, with a
‘sponsored’ ranking, and is provided on an as is basis.
 4.20.9 The User shall refer to and be bound by Practo’s
instructions and policies on ‘Reach’ as available at the following
link: https://help.practo.com/practo-instruction-and-policies/practo-reach-and-cpl-
terms-of-use/.
o 4.21Payment, Fees and Taxes
 4.21.1Practo may add new Subscription Services for additional
fees and charges or may proactively amend fees and charges for existing
Subscription Services, at any time in its sole discretion. Fees stated prior to the
Subscription Services being provided, as amended at Practo’s sole discretion from
time to time, shall apply.
  4.21.2If you purchase any subscription based paid Service, you
authorize Practo to charge you applicable fees at the beginning of every
subscription period or at such intervals as applicable to the said Service, and you
authorise Practo make such modification to the fee structure as required during the
subsistence of a subscription period and also agree to abide by such modified fee
structure.
 4.21.3You agree that the billing credentials provided by you for
any purchases from Practo will be accurate and you shall not use billing credentials
that are not lawfully owned by you.
 4.21.4The User agrees to pay all subscription fees, consulting fees
and other fees applicable to User’s use of Subscription Services and the User shall
not circumvent the fee structure. The fee is dependent on the User Plan that User
purchases and on any additional usage beyond limitations of the User plans but not
on actual usage of the Subscription Services. The subscription fee is nonrefundable.
 4.21.5Each User is solely responsible for payment of all taxes,
legal compliances, and statutory registrations and reporting. Practo is in no way
responsible for any of the User’s taxes or legal or statutory compliances, except for
its own due diligence.
 4.21.6Practo may make available an offline fee payment facility,
supported by a third party vendor. Practo is not responsible for any loss or damage
caused to the User using this payment facility provided by such third party vendor.
 4.21.7The fees could also be paid by cheque payable at Bengaluru,
either collected personally from the User or required to be mailed to Practo at the
following address:
Practo Technologies Pvt Ltd
WeWork Salarpuria Symbiosis,
Arekere Village, Begur Hobli,
Bannerghatta Road,
Bangalore - 560076.
o 4.22All fees are exclusive of taxes. Service Tax and other statutory taxes
as applicable are levied on every purchase.
o 4.23The payment process would be considered to be complete only on
receipt of the fees into Practo's designated bank account.
o 4.24Fees not received within the specified due dates attract late charges
of 18% per annum from the duedate of payment, and any such charges may be
levied at Practo's sole discretion.
o 4.25Practo reserves the right to modify the fee structure by providing a
30 (thirty) days’ prior notice, either by notice on the Subscription Services or
through email to the authorized User, which shall be considered as valid and agreed
communication. Upon the User not communicating any response to Practo to such
notice, Practo shall apply the modified fee structure effective from the expiry of the
said notice period.
o 4.26In order to process the fee payments, Practo might require details of
User’s bank account, credit card number and other such financial information. Users
are directed to check our privacy policy on how Practo uses the confidential
information provided by Users.
o 4.27Notwithstanding anything to the contrary contained herein, in case
the payments are made by a User through credit card, an invoice for subsequent
subscription period/renewals shall be generated 10 (ten) days prior to the expiry of
the existing subscription period and an email will be sent to such User registered
 with Practo intimating such User about expiration of the current subscription period
and that the credit card of such User registered with Practo will be charged
automatically against payment of subscription fee for subsequent subscription
period, along with a copy of the invoice for the subsequent subscription
period/renewal. Subject to the provisions of section 8.2 below, if a User is not willing
to continue or renew the subscription of Subscription Services, the same shall be
communicated to Practo by the User within 5 (five) days of receipt of such intimation
from Practo. In the absence of such intimation to discontinue the subscription, Practo
shall be entitled to charge the credit card of the User registered with Practo on the
day the current subscription period expires.
o 4.28Practo shall send an intimation of receipt of fee from the Users
through an email within 7 (seven) working days of receipt of fee into Practo’s
designated bank account.
o 4.29In case of nonpayment of any fee beyond the date a payment
becomes overdue (overdue date), Practo reserves the right to take any or all of the
following actions as it deems appropriate (i)reduce all Subscription Service credits in
Users’ Subscription Services account to 0 (zero) anytime after 7 (seven) days from
the overdue date, including but not limited to SMS and Call credits. (ii)discontinue
the Subscription Services to the User anytime after 30 (thirty) days from the
overdue date. (iii)delete all information in User’s account anytime after 90 (ninety)
days from the overdue date.
o 4.30Fees and charges shall be calculated solely based on records
maintained by Practo or its third party billing provider. No other information of any
kind shall be acceptable by us or have any effect under this agreement. Decision of
Practo shall be final and binding in relation to any fees payable by Users.
o 4.31You can cancel your access to the Subscription Services using any of
the cancellation methods listed in the Terms of Use or by contacting our customer
support by email at support@practo.com. The one time setup fees shall not be
refunded to the User.
o 4.32Practo will not be liable to you or to any third party for any
modification, suspension, or discontinuance of the Subscription Services, or parts
thereof, except that you are only entitled to a prorated refund representing the
unused (as of the date of termination) portion of any subscription fees, paid deposits
or payments for Subscription Services other than the nonrefundable one time setup
fees as due prior to permanent discontinuation the Subscription Services or upon the
expiry of 45 (forty five) days from the date of your written notice to Practo. Practo
shall have the right to deduct any taxes that are due in relation to the refund
amount (if any). The subscription fees are nontransferable and the payment made
by the User for a particular Subscription Service cannot be transferred or carried
over to another Service.
o 4.33Practo Share: Terms of Use

Practo Share has been integrated with Practo Ray to enable Practitioners to
electronically share any type of Health Records with patients’ Practo Account if
Practitioners want. These Health Records may include and are not limited to
prescriptions, files, vital signs, immunization plans, growth charts, clinical notes,
treatment plans, invoices and payments etc and this list will keep evolving as more
types of Health Records are added to Practo Ray software. Once shared, these
Health Records can be accessed by End-Users with a free facility ‘Records’ on its
 mobile application ‘Practo’. The specific terms relating to the Practo Share are as
below, without prejudice to the rest of these Terms and the Privacy Policy:
 4.33.1End-Users’ Records will display and contain the same Health
Records that was created by the End-User's or provided by you in the designated
section for Health Records in Practo Ray software. Practo shall not validate the
Health Records and will not be responsible for any errors in or incompleteness of
such Health Records provided by you. You hereby represent and warrant that to the
extent that you provide any such Health Records, it is true and complete to the
best of your knowledge.
 4.33.2By switching on “Practo Share” setting or similar settings in
the Services, you are granting an irrevocable right of ownership to the relevant
End-Users to Health Records, including but not limited to any medical records and
information that is classified as sensitive personal information of the patients or
customers.
 4.33.3You agree the Health Records shall be entered into
appropriate designated sections at your sole risk and responsibility after obtaining
prior consent of the patients and customers, if any, and Practo shall not be
responsible or liable for Health Records whatsoever including failure to add the
Health Records in the designated section for Health Records in Practo Ray.
 4.33.4For your patients and customers that are not referred to you
by Practo, it is your responsibility to ensure that such patients’ and customers’
mobile numbers and email IDs are correctly provided and mentioned for the
intended owner of the Records while using the Services. In case of any errors or
changes in details, you are required to inform Practo of the same as soon as you
become aware of such errors or changes.
 4.33.5Practo is not responsible for verifying the accuracy or
incompleteness of such persons’ details or Health Records provided in the Records,
and shall not be liable for any errors in the same.
 4.33.6Changing the contact number will not affect the Health
Records already added to the End-Users’ Records.
 4.33.7Practo is not liable, if for any reason Health Records are not
delivered to your patient or customer, or are delivered late or not accessed, despite
its best efforts. While Practo will endeavor to take all reasonable steps through its
dedicated support team to resolve any technical or operational difficulties for the
delivery of the Health Records to your patient or customer, Practo makes no
promise or guarantee for any uninterrupted access to the Records to your patients
or customers.
 4.33.8Practo reserves the right to recall or partially recall any
shared Health Record due to inadvertent or incorrect sharing by you or any other
reason as it may deem fit.
 4.33.9Owner of the clinic is solely responsible to manage the
Practo Share settings for the clinic.
 4.33.10Owner is solely responsible to inform all relevant Practo
Ray users within the clinic about the intended usage of the feature.
 4.33.11Any change to the setting will be effective only from the
date of change, not retrospectively unless otherwise communicated by Practo.
 4.33.12Practo has the right to communicate and inform End-Users
without any prior notice to the Practitioner about the shared Health Records
through SMS, email or any other platform on behalf of the Practitioner.
  4.33.13Practo has the right to independently resolve any technical
or operational issue of the End-User regarding the access of the Health Records.
 4.33.14Practo has the right to not to provide the access of the
Health Records to the user without any prior notice to avoid Health Records theft.
 4.33.15Practo is not responsible for any unintended access of
Records due to change in phone number of the End User.
 4.33.16Practo will follow the law of land in case of any
constitutional court or jurisdiction mandates to share the Health Records for any
reason.
 4.33.17You agree and acknowledge that Practo 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.
 5.Collection, Use, Storage and Transfer of Personal
Information
o 5.1The terms “personal information” and “sensitive personal data or
information” are defined under the SPI Rules, and are reproduced in the privacy
policy (“Privacy Policy”) available at www.practo.com/company/privacy.
o 5.2The Privacy Policy sets out:

 The type of information collected from Users, including sensitive

personal data or information;
 The purpose, means and modes of usage of such information; and
 How and to whom Practo will disclose such information.
o 5.3The User is expected to read and understand the Privacy Policy, so as
to ensure that he or she has the knowledge of:
 the fact that the information is being collected;
 the purpose for which the information is being collected;
 the intended recipients of the information;
 the name and address of the agency that is collecting the
information and the agency that will retain the information; and
 the various rights available to such Users in respect of such
information.
o 5.4Each Practice and its users of Software will be responsible for
obtaining explicit consent from their End-Users before storing any EndUser
information in Software.
o 5.5Practo 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 Practo or any other person acting on behalf of Practo.
o 5.6The use of the Subscription Services involves every User’s registration
information and browsing history being stored and submitted to the appropriate
authorities. The consent and procedure for such collection and submission is
provided in the privacy policy. The other information collected by Practo from Users
as part of the registration process is described in the privacy policy. The consent and
revocation procedures in relation to the same are set out in the Privacy Policy.
 o 5.7The User is responsible for maintaining the confidentiality of the User’s
login account access information and password. The User shall be responsible for all
usage of the User’s login or password, whether or not authorized by the User. The
User shall immediately notify Practo of any actual or suspected unauthorized use of
the User’s login or password. Although Practo will not be liable for your losses caused
by any unauthorized use of your account such as stolen or hacked passwords, you
may be liable for the losses to Practo or any others parties due to such unauthorized
use.
o 5.8If a User provides any information that is untrue, inaccurate, not
current or incomplete (or becomes untrue, inaccurate, not current or incomplete), or
Practo has reasonable grounds to suspect that such information is untrue,
inaccurate, not current or incomplete, Practo has the right to discontinue the
Subscription Services to the User at its sole discretion.
o 5.9Practo may, at its discretion, use information stored in its Subscription
Services from time to time for the purposes of debugging customer support related
issues.
o 5.10Practo collects and uses Users personal and demographics
information in ways as stated in Privacy Policy that can be found
at www.practo.com/privacy. Practo intends to seek User’s permission if it wishes to
use any User’s personal data for any purpose not specified herein or in the Privacy
Policy. Any information provided by the User may be retained by Practo and used at
its discretion after termination of this Agreement or expiry of a subscription by the
User, and thereupon the Agreement and Privacy Policy of the Website shall be
applicable to such information
ii. 6.Covenants
o 6.1As mandated by Regulation 3(2) of the IG Rules, Practo hereby
informs the User that the User is not permitted to host, display, upload, modify,
publish, transmit, update or share any information that:
 belongs to another person and to which the User does not have any
right to;
 is grossly harmful, harassing, blasphemous, defamatory, obscene,
pornographic, paedophilic, libellous, invasive of another's privacy, hateful, or
racially, ethnically objectionable, disparaging, relating or encouraging money
laundering or gambling, or otherwise unlawful in any manner whatever;
 harm minors in any way;
 infringes any patent, trademark, copyright or other proprietary
rights;
 violates any law for the time being in force;
 deceives or misleads the addressee (or EndUser or User) about the
origin of such messages or communicates any information which is grossly
offensive or menacing in nature;
 impersonate another person;
 contains software viruses or any other computer code, files or
programs designed to interrupt, destroy or limit the functionality of any computer
resource;
  threatens the unity, integrity, defence, security or sovereignty of
India, friendly relations with foreign states, or public order or causes incitement to
the commission of any cognisable offence or prevents investigation of any offence
or is insulting any other nation.
o 6.2The User is also prohibited from:

 violating or attempting to violate the integrity or security of the

Subscription Services or any Practo Software;
 transmitting any information (including job posts, messages and
hyperlinks) on or through the Subscription Services that is disruptive or competitive
to the provision of Subscription Services by Practo;
 intentionally submitting on the Subscription Services any
incomplete, false or inaccurate information;
 making any unsolicited communications to other Users;
 using any engine, software, tool, agent or other device or
mechanism (such as spiders, robots, avatars or intelligent agents) to navigate or
search the Service;
 attempting to decipher, decompile, disassemble or reverse
engineer any part of the Subscription Services unless explicitly permitted by
Practo;
 copying or duplicating in any manner any of the Practo content or
other information available from the Service;
 framing or hotlinking or deeplinking any Practo content.
 circumventing or disabling any digital rights management, usage
rules, or other security features of the Software.
o 6.3Practo, upon obtaining knowledge by itself or being brought to actual
knowledge by an affected person in writing or through email signed with electronic
signature about any such information as mentioned in S. 6.2 above, shall be entitled
to disable such information that is in contravention of S. 6.2. Practo shall be entitled
to preserve such information and associated records for at least 90 (ninety) days for
service on to governmental or investigative authorities for investigation purposes.
o 6.4In case of noncompliance with any applicable laws, rules or
regulations, or the Agreement (including the privacy policy) by a User, Practo has
the right to immediately terminate the access or usage rights of the User to the
Subscription Services and to remove non compliant information.
o 6.5Practo may disclose or transfer User Information (as defined in the
privacy policy) to its affiliates, and you hereby consent to such transfer. The SPI
Rules only permit Practo to transfer sensitive personal data or information including
any information, to any other body corporate or a person in India, or located in any
other country, that ensures the same level of data protection that is adhered to by
Practo as provided for under the SPI Rules, only if such transfer is necessary for the
performance of the lawful contract between Practo or any person on its behalf and
the user or where the User has consented to data transfer.
 o 6.6Practo respects the intellectual property rights of others and we do not
hold any responsibility for any violations of any intellectual property rights.
iii. 7.Liability
o 7.1Practo shall not be responsible or liable in any manner to the Users for
any losses, damage, injuries or expenses incurred by the Users as a result of any
disclosures made by Practo, where the User has consented to the making of
disclosures by Practo. If the User had revoked such consent under the terms of the
privacy policy, then Practo shall not be responsible or liable in any manner to the
User for any losses, damage, injuries or expenses incurred by the User as a result of
any disclosures made by Practo prior to its actual receipt of such revocation.
o 7.2The User shall not hold Practo responsible or liable in any way for any
disclosures by Practo under Regulation 6 of the SPI Rules.
o 7.3The Software provided by Practo or any of its licensors or providers
are provided "as is”," as available”, and without any warranties or conditions
(express or implied, including the implied warranties of merchantability, accuracy,
fitness for a particular purpose, title and noninfringement, arising by statute or
otherwise in law or from a course of dealing or usage or trade). Practo does not
provide or make any representation, warranty or guaranty, express or implied about
the Subscription Services. Practo does not verify any content or information provided
by Users on its Subscription Services and to the fullest extent permitted by law,
disclaims all liability arising out of the User’s use or reliance upon the Subscription
Services, , the Practo Content, representations and warranties made by the Users or
the content or information provided by the Users on the Subscription Services or any
opinion or suggestion given or expressed by Practo or any User in relation to any
User or Subscription Services provided by such User.
o 7.4Practo assumes no responsibility, and shall not be liable for ways in
which EndUser data is used by Practitioners and other authorized users of Software
at a Practice. It is the responsibility of the Practice alone to ensure that the EndUser
data either stored in Software or taken out from Software by printing or exporting to
PDF, CSV or any other computer file format or data stored offline in mobile devices
of users accessing Software through mobile applications published by Practo, is used
in compliance to local privacy laws applicable to the Practice’s business transactions
with End-Users.
o 7.5The Subscription Services of Practo may be linked to the services of
third parties, affiliates and business partners. Practo has no control over, and not
liable or responsible for content, accuracy, validity, reliability, quality of such
Subscription Services or made available by/through our Subscription Services.
Inclusion of any link on the Subscription Services does not imply that Practo
endorses the linked site. User may use the links and these Subscription Services at
User’s own risk.
o 7.6Practo 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 Subscription Services or the downloading of any material,
data, text, images, video content, or audio content from the Service. If a User is
dissatisfied with the Service, User’s sole remedy is to discontinue using the
Subscription Services of Practo.
o 7.7The Subscription Services may enable User to communicate with other
Users or to post information to be accessed by others, whereupon other Users may
collect such data. Such Users, including any moderators or administrators, are not
authorized Practo representatives or agents, and their opinions or statements do not
 necessarily reflect those of Practo, and they are not authorized to bind Practo to any
contract. Practo hereby expressly disclaims any liability for any reliance or misuse of
such information that is made available by Users or visitors in such a manner.
o 7.8In no event, including but not limited to negligence, shall Practo, or
any of its directors, officers, employees, agents or content or service providers
(collectively, the “protected entities”) be liable for any direct, indirect, special,
incidental, consequential, exemplary or punitive damages arising from, or directly or
indirectly related to, the use of, or the inability to use, the Subscription Services or
the content, materials and functions related thereto, User’s provision of information
via the Subscription Services of the Practo, lost business or lost sales, even if such
protected entity has been advised of the possibility of such damages. In no event
shall the protected entities be liable for provision of or failure to provide all or any
Subscription Services by Practitioners to End-Users contacted or managed through
the Service. In no event shall the protected entities be liable for or in connection
with any content posted, transmitted, exchanged or received by or on behalf of any
User or other person on or through the Subscription Services. In no event shall the
total aggregate liability of the protected entities to a User for all damages, losses,
and causes of action (whether in contract or tort, including, but not limited to,
negligence or otherwise) arising from the terms and conditions or a User’s use of the
Subscription Services exceed, in the aggregate Rs. 1000.
o 7.9In no event shall the protected entities be liable for failure on the part
of the Users to provide agreed Subscription Services or to make himself/herself
available at the appointed time, cancellation or rescheduling of appointments. In no
event shall the protected entities be liable for any comments or feedback given by
any of the Users in relation to the Subscription Services provided by a User.
o 7.10The listing order of Practitioners and/or Practices on the Subscription
Services is based on numerous factors including End-Users’ comments and
feedbacks. In no event shall the protected entities and the Practo be liable or
responsible for the listing order of Practitioners and/or Practices on the Service.
Further, Practo shall not be responsible for adverse feedback or comments, or
ratings on the Subscription Services which are a subject matter of automated
processes, and Practo disclaims any liability for lost business or reputation of a User
due to information, data or ratings that’s are available on the Service. Practo at its
discretion hold the sole right to display the listing order of the Practitioner and/ or
Practices.
o 7.11The reviews and the feedbacks are displayed by the Practo at its
discretion. You agree that Practo may contact you through telephone, email, sms, or
at your contact details for the limited purpose of:
 Obtaining feedback in relation to Practo’s Subscription Services;
and/or
 Obtaining feedback in relation to any Practitioners or the HCPs
listed on the Service.
o 7.12The protected entities and the Practo shall not be liable for any act or
omission of any other company or companies furnishing a portion of the Service, or
from any act or omission of a third party, including those vendors participating in
Practo Subscription Services made to you, or for any unauthorized interception of
Customer’s communications or other breaches of privacy attributable in part to the
acts or omissions of Customer or third parties, or for damages associated with the
 Service, or equipment that it does not furnish, or for damages that result from the
operation of Customer provided systems, equipment, facilities or services that are
interconnected with the Service.
iv. 8.Indemnity

User agrees to indemnify and hold harmless Practo, its affiliates, officers, directors,
employees, consultants, licensors, agents, and representatives from any and all third
party vendors, from claims, losses, liability, damages, and/or costs (including
reasonable attorney fees and costs) arising from his/her/ its access to or use of
Software, violation of this Agreement, or infringement, or infringement by any other
user of his/her/its account, of any intellectual property or other right of any person
or entity. Practo will notify you promptly of any such claim, loss, liability, or demand,
and in addition to your foregoing obligations, you agree to provide us with
reasonable assistance, at your expense, in defending any such claim, loss, liability,
damage, or cost.

v. 9.Spamming

Practo has a zerotolerance spam policy. Practo employs controls on user permission
to receive Content from Practo’s Subscription Services and has easily accessible
ways for users to block or not receive content if they chose to. However, Practo’s
policy on spam is clearly stated below:
i. Spamming is defined as the practice of (i) sending unsolicited
messages, likely with commercial content, (ii) in large quantities (iii) to an
indiscriminate set of recipients. The result of this practice is termed “Spam”.
ii. The sender of any message deemed to be "spam" is liable for Rs.
5,000/ for each EndUser that receives each unauthorized message. The sender of
‘Spam’ will pay all fees owed to Practo within thirty (30) days of such transmission.

ii. 10.Term, Termination and Disputes

i. 10.1This Agreement will remain in full force and effect while the
User is a user of any of the Subscription Services in any form or capacity.
ii. 10.2The User can request for termination of his/her/its
membership with Practo at any time by providing 30 (thirty) days’ prior written
notice to support@practo.com. During this 30day period, Practo will investigate and
ascertain the fulfilment of any ongoing Subscription Services or pending dues related
to subscription fees or any other fees by the User. Practo may require the User to
continue his/her/its subscription until the completion or termination of an ongoing
Subscription Services or subscription period, should the situation warrant and at
Practo’s discretion. The User shall be obligated to clear any dues with Practo for any
of its Subscription Services for which the User has procured. Practo shall not be
liable to you or any third party for any termination of your access to the Site and/or
the Subscription Services.
iii. 10.3Practo reserves the right to terminate any account in cases:
 A User breaches any terms and conditions of this terms of use or
privacy policy;
  Practo is unable to verify or authenticate any information provide
to Practo by a User; or
 Practo believes in its sole discretion that User’s actions may cause
legal liability for such User, other Users or for Practo or are contrary to the interests
of the Service.
iv. 10.4Once temporarily suspended, indefinitely suspended or
terminated, the User may not continue to use the Subscription Services under the
same account, a different account or reregister under a new account, unless
explicitly permitted by Practo. On termination of an account due to the reasons
mentioned herein, such User shall no longer have access to data, messages, files
and other content kept on the Subscription Services by such User. The User shall
ensure that he/she/it maintains has continuous backup of any Userprovided content,
data or information on the Service, in order to comply with his/her/its record keeping
process and practices. Nothing contained in these Terms of Use shall restrict Practo’s
use of the data or right to publish information made available by a User in the public
domain through the Subscription Services or any other platform managed by Practo
after the termination or expiry of a subscription or cessation of operation of these
Terms in relation to a specific User.
v. 10.5Return of User’s Data: Upon request by a User made within 30
(thirty) days after the effective date of termination of a Subscription Services
subscription due to nonpayment, Practo will make available to the User for download
a copy of such User’s data in comma separated value (.csv) format or any other
format as determined by Practo. After such 30 (thirty) days period, Practo shall have
no obligation to maintain or provide any of such User’s data and shall thereafter,
unless legally prohibited, delete all User’s data in its systems or otherwise in its
possession or under its control. In cases where User terminates the subscription
voluntarily, it will be the sole responsibility of the User to make a copy of their data
before terminating the subscription Users data will not be available after termination
of subscription in such cases.
vi. 10.6Practo reserves the right, at its sole discretion, to pursue all of
its legal remedies, including but not limited to deletion of the User’s content from the
Subscription Services and immediate termination of the User’s account with or
without ability to access the Softwares, upon any breach by the User of this
Agreement or if Practo is unable to verify or authenticate any information the User
submits to Practo, or if the User fails to provide (or after providing such consent,
later revokes) the consents necessary or desirable for Practo to provide the
Subscription Services to the User.
vii. 10.7This Agreement and any contractual obligation between Practo
and User will be governed by the laws of India, subject to the exclusive jurisdiction
of Courts in Bengaluru, India.
viii. 10.8Even after termination, certain obligations mentioned under
Covenants, Liability, Indemnity, Intellectual Property, Dispute Resolution will
continue and survive termination.
ix. 10.9Any amendment in these Terms shall replace all previous
versions of the same.
o 11.Theft of Subscription services

You agree to notify Practo immediately, in writing or by mail to support@practo.com

or by calling Practo customer care on +918880588999, if your content is stolen or if
 you become aware at any time that your account with any Subscription Service is
being misused or being used fraudulently. When you call or write, you must provide
your account details and a detailed description of the circumstances of the theft or
fraudulent use of the Subscription Services. Failure to do so promptly or within a
reasonably prompt time period after discovery of the improper use may result in the
termination of your Subscription Services and additional charges to you. You will be
liable for all use of the Subscription Services if your account is misused and also for
any and all stolen Subscription Services or fraudulent use of the Service.
Notwithstanding anything herein to the contrary, Practo shall not be liable to extend
the subscription period or waiveoff any fees on account of such theft or fraudulent
use. This includes, but is not limited to, modem hijacking, wireless hijacking, or
other fraud arising out of a failure of your internal or corporate security procedures.
Practo will not issue refunds for fraudulent use resulting from your negligent or wilful
acts or those of an authorized user of your Subscription Services.

o 12.Misuse of Subscription services

Practo may restrict, suspend or terminate the account of any User who abuses or
misuses the Subscription Services. Misuse includes creating multiple or false profiles,
infringing any intellectual property rights, violating any of the terms and conditions
of these Terms of Use, or any other behavior that Practo, in its sole discretion,
deems contrary to its purpose. In addition, and without limiting the foregoing, Practo
has adopted a policy of terminating accounts of users who, in Practo’s sole
discretion, are deemed to be repeat infringers of any Terms of Use even after being
warned by Practo.

o 13.Severability and Waiver

If any provision of this terms of use is held to be invalid or unenforceable, such

provision shall be struck and the remaining provisions shall be enforced.

o 14.Contact Information
i. 14.1If any User has any question, issue, complaint regarding any
of our Subscription Services, please contact our customer service at
support@practo.com.
ii. 14.2If a User has any questions concerning Practo, the Service,
this Agreement, or anything related to any of the foregoing, Practo can be reached
at the following email address support@practo.com or via the contact information
available from the following hyperlink: www.practo.com/contact

3. Consult terms and condition

Consult Terms and Conditions
Qikwell Technologies India Private Limited (“QTIPL”) is the service provider of services mentioned
below. QTIPL under the brand name ‘Practo’ operates the said services
through https://www.practo.com and the mobile application ‘Practo’ (together, “Website”). Reference
to (“QTIPL”) includes, Qikwell Technologies India Private Limited, its subsidiaries, group companies
and their affiliates.

1. NATURE AND APPLICABILITY OF TERMS:

Please carefully go through these terms and conditions (“Terms”) and the privacy policy
available at https://www.practo.com/company/privacy (“Privacy Policy”) before you
decide to access the Website or avail the services. These Terms and the Privacy Policy
together constitute a legal agreement (“Agreement”) between you and QTIPL (on its and
its affiliates behalf) in relation to the Services (as defined below).
The Agreement applies to:
i. a medical practitioner or health care provider (whether an individual professional or
an organization) or similar institution providing the services on the Consult
platform or the Consult (International) platform, as the case may
be (“Practitioner(s)”, “you” or “User”); or
ii. A patient, his/her representatives or affiliates, searching for Practitioners through the
Website (“End-User”, “you” or “User”); or
iii. Otherwise a user of the Website (“you” or “User”).

This Agreement applies to those services provided by QTIPL on the

Website, (“Services”),
The Services may change from time to time, at the sole discretion of QTIPL, and the
Agreement will apply to you providing the Service.
QTIPL reserves the right to modify or terminate any portion of the Agreement for any
reason and at any time, and such modifications shall be informed to you in writing. You
should read the Agreement at regular intervals. Your providing of Services following any
such modification constitutes your agreement to follow and be bound by the Agreement
so modified.
You acknowledge that you will be bound by this Agreement for providing 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.
The Agreement is published in compliance of, and is governed by the provisions of Indian
law, including but not limited to:
i. the Indian Contract Act, 1872,
ii. the (Indian) Information Technology Act, 2000, and

o CONSULT (Domestic - India)

i. Definition:
Consult is a Service provided by QTIPL that allows Users & Practitioners to
communicate, on paid mode. Further, Users may access this feature on Website/
platform to get assigned, for the purposes of consultation, to a Practitioner
whereby such Practitioners are inter alia assigned through the system’s
algorithm/software-program that finds the most available and accepting
Practitioner. The scope of this feature as detailed herein is collectively referred to
as "Consult".
ii. Terms for Users:
The Users expressly understand, acknowledge and agree to the following set
forth herein below:
i. Users can choose the Practitioner in certain events (like through Q&A
offering). 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 Practitioner.
ii. 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 upon as a final and conclusive solution.
iii. The Users agree to use the advice from Practitioner on the Website pursuant
to:
 an ongoing treatment with their medical practitioner;
 a condition which does not require emergency treatment, physical
examination or medical attention;
 medical history available as records with them for reference;
 a record of physical examination and report thereof with them,
generated through their local medical practitioner;
 consultation with their medical practitioner before abandoning or
modifying their ongoing treatment.
iv. The User agrees that by using Consult, the Practitioners on Consult 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.
v. The User understands that Consult 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.
vi. During the consultation and thereafter, the Practitioner may upload the
prescription/health records of the User on the account of the User on the
Website for access of the User. However, it is expressly clarified that for
Users not located within India and using Consult, the Practitioner may or
may not issue a prescription, at his sole discretion.
vii. Notwithstanding anything contained herein, QTIPL is not in any manner
responsible for any drug/medicines prescribed or the therapy prescribed
by the Practitioner.
viii. 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 QTIPL may send such communications
 like text messages/email/calls before and/or after Practitioner’s
consultation (physical or online) to User’s mobile number, based on the
Practitioner’s settings (through the Website). However, and
notwithstanding anything to the contrary in this Agreement, QTIPL does
not take responsibility for timeliness of such communications.
ix. The User hereby agrees to QTIPL's medical team carrying out an audit of
his/her consultations on the Consult platform for the purpose of improving
treatment quality, user experience, and other related processes. The User
acknowledges that the subject matter of audit may include texts,
messages, photographs, reports, audio or video recordings or any other
material exchanged between the User and the Practitioner which could
inter alia include User's personal information, including sensitive personal
information. This personal information will be processed in accordance
with Privacy Policy.
x. User shall refrain from raising any personal queries or advice on the Consult
platform which are not related to a specific disease / medicine.
xi. Users shall not use abusive language on the Consult platform. In the event of
an abuse from the User is reported by a Practitioner, QTIPL reserves the
right to block such Users from the Consult platform and QTIPL is not
responsible for honouring any refund request towards his/her consultation
on the Consult platform.
xii. Users may share images or videos of the affected areas of their body parts
with the Practitioner only if it is absolutely necessary for diagnosing
his/her condition and if he/she is personally comfortable in sharing such
images or videos. QTIPL shall not be responsible for any such images or
videos shared by the Users with the Practitioners.
xiii. Users shall ensure that any interaction/communication with the Practitioners,
including sharing images or videos of the body parts, shall be only
through the Consult platform. The Users shall not rely on any other
external modes of communication for interacting/communicating with the
Practitioners.
xiv. Users shall be prepared to share all relevant documents or reports to the
Practitioner promptly upon request.
xv. For every paid consultation on the Consult platform, the Users shall not
obtain consultation for more than one User. In the event, the Users
attempt to obtain consultation for more than one User through a single
paid consultation on the Consult platform, such consultations will not be
addressed by the relevant Practitioner.
xvi. Users shall not persuade Practitioners to prescribe drugs (including higher
dose strength) that do not conform to the Consult prescription policy. The
restricted drugs are as follows:
 Medication for Medical Termination Pregnancy (MTP)
 Drugs under the following pharmaceutical classifications such as;
sedatives, hypnotics, opioids, schedule X drugs, or fourth
generation antibiotics.
 xvii. If restricted drugs are indicated for treatment or management of a disease or
condition by a Practitioner, the User shall physically visit the Practitioner
of their choice to confirm the requirements/necessity for prescribing such
restricted drugs.
xviii. User understands and agrees to provide accurate information and will not
use the Consult platform for any acts that are considered to be illegal in
nature.
xix. 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. QTIPL shall not be
responsible for any breach of Service or Service deficiency by any
Practitioner.
xx. 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 manner whatsoever.
xxi. The User shall indemnify and hold harmless QTIPL 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 claim.
xxii. The User shall make payment using the payment gateway to make payments
online, solely at User's discretion. Should there be any issues with regard
to the payment not reaching the QTIPL account, the User may contact
QTIPL's support team via online
chat: https://www.practo.com/consult/direct/chat-support.
iii. Terms for Practitioners:
i. 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, QTIPL
shall have the right to replace such Practitioners for the purpose of
consultation to the User.
ii. 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 consultation model.
iii. 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 next steps which may include referring the
User for further evaluation.
iv. The Practitioner is and shall be duly registered, licensed and qualified to
practice medicine/ provide health care, wellness services, as per
applicable laws/regulations/guidelines set out by competent authorities
and the Practitioner shall not be part of any arrangement which will
prohibit him/her from practicing medicine within the territory of India. 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/ services being rendered.
v. Practitioner shall ensure that, the consultation online is treated as an in-clinic
consultation and provide advice to the best of Practitioners’ knowledge.
vi. The Practitioner hereby agrees to QTIPL’s medical team carrying out an
audit of his/her consultations on the Consult platform for the purpose of
improving treatment quality, user experience, and other related
processes. The Practitioner acknowledges that the subject matter of audit
may include their personal information. This personal information will be
processed in accordance with the Privacy Policy.
vii. For direct consultations on the Consult platform, the practitioner shall ensure
that they respond to User's health concern within a maximum of two (2)
hours of the Practitioner receiving the message (in exceptional
circumstances, where the consultation was allocated to a Practitioner
without their acceptance). However, the time frame for response shall be
between 10 am to 8 pm.
viii. In case, the Practitioner accepts a User’s consultation by their own choice,
then such Practitioners shall ensure to provide a response within five (5)
minutes of accepting the said consultation. Also, the response time for a
Practitioner during an active consultation shall not exceed five (5)
minutes.
ix. In case, the Practitioner has marked himself/herself available for a particular
consultation on the Consult platform and in the event a consultation has
been auto allocated to a Practitioner, then such Practitioners shall ensure
to provide a response to the User within five (5) minutes of accepting the
consultation and during the active consultation period.
x. Practitioners should provide e-prescriptions to the Users only via the
prescription module. However, when the Practitioner creates an e-
prescription, the Practitioner will be required to confirm the e-prescription
with their electronic signature explicitly or implicitly by clicking on the
signature option made available or any other form of opt-in methods as
provided therein. The Practitioner hereby agrees and covenants to be
responsible and liable for the content of e-prescription and the authenticity
of his signature signed electronically. In addition to any indemnity
warranties provided else-where in the Agreement, the Practitioner hereby
agrees to hold QTIPL, its officers, employees, agents and affiliates
harmless from any claims, damages, losses or penalties arising out of any
 third party claims in connection with the validity of the e-prescription, its
content and/or electronic signature.
xi. For a Practitioner to complete a consult, it is mandatory to provide a
consultation summary via the e-prescription module to all Users. The
recommended contents (at least one) of the said consultation summary
are as follows:
 Summary of presenting illness
 Provisional diagnosis
 Medicine posology including side effects if any
 Diagnostics
 Lifestyle changes
 Other instructions if any
 Referral for physical consultation (if necessary)
xii. Where the Practitioner learns that a physical consultation is mandatory for
accurate diagnosis and resolution of the case, the Practitioner shall
mandatorily be required to provide a patient referral for physical
evaluation along with required information via the prescription module.
xiii. Practitioners shall not prescribe, medical termination pregnancy medication,
sedatives, Hypnotics, opioids, schedule X drugs, or fourth generation
antibiotics on the Consult platform. If any such drugs are indicated for
treatment for a given consultation, the Practitioner shall refer the User for
a physical consultation.
xiv. In the event the Practitioner learns about physical abuse, sexual misconduct
(especially in minors), or User self-harm (suicide: planned, attempted or
completed), the Practitioner agrees to report such events to QTIPL via the
email: medicolegal-team@practo.com immediately
xv. The Practitioners agrees not to request see for images or video of the User's
private body parts in any manner whatsoever until and unless all other
options have been exhausted to diagnose the User’s condition and it is
absolutely necessary to arrive at a probable diagnosis.
xvi. If Practitioner needs to change the status to 'unavailable', the same could be
changed after having completed all the open consultations. In case the
Practitioner leaves a consultation open and changes the status to
'unavailable', the Practitioner understands that he shall be liable to pay
such penalty as may be imposed by QTIPL, in these cases.
xvii. The Practitioner is not allowed to use any other platform other than the
Consult platform for the purpose of interacting/communicating with the
User and any attempt by the Practitioner to interact with the Users through
any other external means of communication will amount to violation of this
Agreement by the Practitioner.
xviii. If the Practitioner’s performance on the Consult platform is not compliant with
the expected guidelines of QTIPL or the Practitioner is found to be
misusing the Consult platform, the Practitioner may result in losing the
privilege of using the Consult feature & platform.
 xix. The Practitioner acknowledges that should QTIPL find the Practitioner to be
in violation of any of the applicable laws/rules/ regulations/guidelines set
out by the authorities then QTIPL shall be entitled to cancel the
consultation with such Practitioner or take such other legal action as may
be required.
xx. In case of there being any technical failure, at the time of transaction and
there is a problem in making payment, User may contact QTIPL's support
team via online chat: https://www.practo.com/consult/direct/chat-support.
xxi. 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 privilege.
xxii. The Practitioner understands that QTIPL makes no promise or guarantee for
any uninterrupted communication and the Practitioner shall not hold
QTIPL 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 QTIPL
xxiii. The Practitioner understands that QTIPL makes no promise or guarantee for
the number of consultations that will be allocated to a Practitioner on the
Consult platform. The consultations allocated to a Practitioner will depend
upon various factors, which inter-alia includes, Consult response time,
patient feedback and number of practitioners available, etc., It is the
responsibility of the Practitioner to keep a track of their overall
performance using the Practo Pro application.
xxiv. It shall be the responsibility of the Practitioner to ensure that the information
provided by User is accurate and not incomplete and understand that
QTIPL shall not be liable for any errors in the information included in any
communication between the Practitioner and User.
xxv. The Practitioner shall indemnify and hold harmless QTIPL 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.
iv. Refund policy for Patients:
i. In the event it is proved that the Practitioners have acted in contravention of
any applicable laws, QTIPL shall provide complete refund to the User,
subject to investigation undertaken by QTIPL.
ii. If the cancellation is due to the abusive nature of the User, such User shall
not be eligible for any refund and QTIPL/Practitioner shall be entitled to
take any legal action, depending upon the gravity of the matter.
iii. User shall refrain from raising any personal queries or advise on the Consult
platform which are not related to a specific disease / medicine. In the
event the User raises any such personal queries or advice on the Consult
 platform, QTIPL reserves the right to terminate the consultation of such
Users and further, such Users will not be entitled to any refund.
iv. In case a Practitioner does not respond to a paid consultation within ten (10)
minutes from the time of starting a consultation on the Consult platform, or
does not respond for more than fifteen (15) minutes during an active
consultation, the User shall have the right to request for a refund and any
amounts paid by the User with respect to the such consultations will be
refunded.
v. In case a Practitioner does not provide a consultation summary prescription
for a particular consultation, then the User shall have the right to request
for a refund and any amounts paid by the User with respect to the such
consultations will be refunded. Refunds will not be provided if the
Practitioner has provided a consultation summary prescription to the User.
vi. In case a Practitioner is unreasonably abrupt or quick to complete a particular
consultation on the Consult platform, then the User shall have the right to
request for a refund. QTIPL shall provide complete refund to the User,
subject to investigation undertaken by QTIPL.
vii. QTIPL reserves the right to permanently block Users from the Consult
platform in the event QTIPL receives multiple cancellation request from
such Users for reasons which do not form part of the cancellation policy of
QTIPL.
viii. Users are allowed a period of three (3) days to flag any consultation as
inadequate, and request for a refund. No refund requests shall be
considered thereafter.
ix. Users can request a refund by contacting QTIPL’s online chat
support: https://www.practo.com/consult/direct/chat-support
x. QTIPL shall check the details and process the refund where applicable,
solely at its discretion. After a refund request is processed, the money will
be refunded to the User in seven (7) working days from the day refund
has been approved from QTIPL.
xi. In the event a User raises any concerns regarding the inappropriateness of a
particular consultation on the Consult platform, the User agrees that the
refund or any other outcome for any such concerns raised by the User will
be subject to a detailed review of the said concerns by QTIPL as per
QTIPL’s internal policies.
xii. In all matters related to refund and settlement under this Agreement, QTIPL
shall decide so at its sole and absolute discretion after detailed review of
the matter and taking into account all the involved parties’ information.
The decision of QTIPL shall be final in this regard.
v. Express Disclaimers:
i. 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, QTIPL
shall not be held liable.
ii. 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.

2. Consult (International)
i. Definition:
Consult (International) is a service provided by QTIPL that allows international
Users & Practitioners to communicate, on paid mode. Further, such Users may
access this feature on Website/ platform to get assigned, for the purposes of a
consult with a Practitioner whereby such Practitioners are inter alia assigned
through the system’s algorithm/software-program that finds the most available
and accepting Practitioner. The scope of this feature as detailed herein is
collectively referred to as “Consult (International)".
ii. Terms for Users:
The Users expressly understand, acknowledge and agree to the following set
forth herein below:
i. Users can choose the Practitioner in certain events (like through Q&A
offering). 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 Practitioner.
ii. The Users agree to use the advice from Practitioner on the Website pursuant
to:
 an ongoing treatment with their medical practitioner;
 a condition which does not require emergency treatment, physical
examination or medical attention;
 medical history available as records with them for reference;
 a record of physical examination and report thereof with them,
generated through their local medical practitioner;
 consultation with their medical practitioner before abandoning or
modifying their ongoing treatment.
iii. The User agrees that by using Consult (International), the Practitioners on
Consult (International) will not be providing a medical consultation,
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.
iv. The User understands that Consult (International) shall not form a substitute
for treatment that otherwise needs physical examination/immediate
consultation. Further, the User understands that the consultation provided
by the Practitioner on Consult (International) 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.
v. 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 QTIPL may send such communications
like text messages/email/calls before and/or after Practitioner’s
consultation (physical or online) to User’s mobile number, based on the
Practitioner’s settings (through the Website). However, and
notwithstanding anything to the contrary in this Agreement, QTIPL does
not take responsibility for timeliness of such communications.
vi. Consult (International), is merely a medical information providing model, any
interactions and associated issues with the Practitioner on Consult
(International) including but not limited to the User’s health issues and/or
the User’s experiences is not a medical consultation in any manner.
vii. Any conversations that the Users have had with the Practitioner will not be
subject to doctor patient confidentiality. It is explicitly provided that any
such interaction on Consult (International) does not establish a patient
doctor relationship.
viii. User understands and agrees to provide accurate information and will not
use the Consult (International) platform for any acts that are considered to
be illegal in nature.
ix. If User decides to engage with a Practitioner to procure medical services or
engages in communication, exchange of money for services outside of
Consult (International) platform, User shall do so at their own risk. QTIPL
shall not be responsible in this regard in any manner whatsoever.
x. 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 chat 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
manner whatsoever.
xi. The User shall indemnify and hold harmless QTIPL 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 these 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 claim.
xii. The User shall make payment using the payment gateway to make payments
online, solely at User's discretion. Should there be any issues with regard
to the payment not reaching the QTIPL account, the User may contact
 support via online chat: https://www.practo.com/consult/direct/chat-
support.
iii. Express Disclaimers:
i. Consult (International) is intended for general purposes only and is not meant
to be a medical consultation, used in emergencies/serious illnesses
requiring physical consultation.
ii. Consult (International)is a platform being made available to Users to assist
them to obtain information from experts (Practitioners) and does not
intend to replace the physical consultation with the Practitioner.
iv. Terms for Practitioners:
i. 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, QTIPL
shall have the right to replace such Practitioners for the purpose of
interaction with the User.
ii. The Practitioner further understands that, there is a responsibility on the
Practitioner to provide accurate information to the User, as the Practitioner
would have done so to any other patient of his, however no doctor-patient
relationship is established pursuant to interactions on Consult
(International).
iii. The Practitioner has the discretion to cancel any chat at any point in time in
cases where the Practitioner feels, it is beyond his/her expertise or his/her
capacity to interact with 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 next steps.
iv. 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 interaction on Consult (International).
v. The Practitioner acknowledges that should QTIPL find the Practitioner to be
in violation of any of the applicable laws/rules/ regulations/guidelines set
out by the authorities in Consult (International), then QTIPL shall be
entitled to cancel the interaction with such Practitioner or take such other
legal action as may be required.
vi. In case of there being any technical failure, at the time of transaction and
there is a problem in making payment, you could contact the QTIPL
support team via online chat: https://www.practo.com/consult/direct/chat-
support.
vii. It is further understood by the Practitioner that the information that is
disclosed by the User at the time of interaction is personal information and
is subject to all applicable privacy laws.
viii. The Practitioner understands that QTIPL makes no promise or guarantee for
any uninterrupted communication and the Practitioner shall not hold
QTIPL/Practo 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 QTIPL.
 ix. It shall be the responsibility of the Practitioner to ensure that the information
provided by User is accurate and not incomplete and understand that
QTIPL shall not be liable for any errors in the information included in any
communication between the Practitioner and User.
x. The Practitioner shall indemnify and hold harmless QTIPL 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 under Consult (International).

3. CONFIDENTIALITY

The Practitioner using the Consult platform and Consult (International) platform, as the
case may be, shall have the following confidentiality obligations:
i. Practitioner agrees to keep confidential all deliverables and all data, technical,
product, business, financial, and other information regarding the business and
software programs of QTIPL, its affiliates, customers, employees, investors,
contractors, vendors and suppliers (the “Confidential Information”), including but
not limited to programming techniques and methods, research and development,
computer programs, documentation, marketing plans, customer identity, user
engagement models and business methods. Without limiting the generality of the
foregoing, Confidential Information includes all information and materials
disclosed orally or in any other form, regarding QTIPL’s and/or its affiliates’
software products or software product development including, but not limited to,
the configuration techniques, data classification techniques, user interface,
applications programming interfaces, data modelling and management
techniques, data structures, and other information of or relating to QTIPL’s and/or
its affiliates’ software products or derived from testing or other use thereof.
ii. Practitioner shall at all times protect and safeguard the Confidential Information and
agrees not to disclose, give, transmit or otherwise convey any Confidential
Information, in whole or in part, to any other person.
iii. Practitioner agrees that it will not use any Confidential Information for its own
purpose or for the benefit of any third party and shall honour the copyrights and
other intellectual property rights of QTIPL and will not copy, duplicate, or in any
manner reproduce any such copyrighted materials.
iv. Upon request of QTIPL or upon termination of the Agreement, Consultant shall
promptly deliver to QTIPL any and all documents, notes, or other physical
embodiments of or reflecting the Confidential Information (including copies
thereof), if any that are in possession or control of the Practitioner.
v. Nothing in the Agreement will be construed as conveying to the Practitioner any right,
title or interests or copyright in or to any Confidential Information of QTIPL; or to
convey any license as to use, sell, exploit, copy or further develop any such
Confidential Information.
vi. The confidentiality obligations of the Practitioner as mentioned herein will survive
termination or expiration of the Agreement. QTIPL has the right to take such
 action it deems necessary to protect its rights hereunder, including, without
limitation, injunctive relief and any other remedies as may be available at law or
equity.
vii. Any non-disclosure agreement signed between QTIPL and the Practitioner will
remain effective, provided that its duration shall be extended coterminous with the
Agreement. If there is a conflict between the confidentiality obligations of the
Agreement and any non-disclosure agreement, the most restrictive obligation will
prevail.

ii. RIGHT TO USE LOGOS AND TRADEMARKS

QTIPL is entitled to use the Practitioner’s name and logo, including trademarks
(collectively, “Marks”) on the Website and QTIPL’s marketing materials. QTIPL will be
permitted to issue press releases of any kind referencing the Practitioner and the Marks.
However, the Practitioner shall seek a written permission from QTIPL to participate in any
press releases or for using trade names, trademarks, or service marks of QTIPL in any of
its advertisement, publicity, or promotion.

iii. TERMINATION

QTIPL/Practo (as the context warrants) reserves the right to suspend or terminate
services provided through the Website and under this Agreement, with or without notice
and to exercise any other remedy available under law, in case of the occurrence of the
following events:
i. Practitioner breaches any terms and conditions of the Agreement or contravenes
applicable laws; and
ii. A third-party reports violation of any of its right as a result of your use of the Services.

o LIMITATION OF LIABILITY

In no event, including but not limited to negligence, shall QTIPL, or any of its directors,
officers, employees, agents or content or service providers, affiliates and group
companies (collectively, the “Protected Entities”) be liable for any direct, indirect,
special, incidental, consequential, exemplary or punitive damages arising from, or directly
or indirectly related to, the use of, or the inability to use, the Website or the content,
materials and functions related thereto, the Services, User’s provision of information via
the Website, lost business or lost End-Users, even if such Protected Entity has been
advised of the possibility of such damages. In no event shall the Protected Entities be
liable for:
i. provision of or failure to provide all or any Service by Practitioners to End- Users
contacted or managed through the Website;
ii. any content posted, transmitted, exchanged or received by or on behalf of any User
or other person on or through the Website;
iii. any unauthorized access to or alteration of your transmissions or data; or
iv. any other matter relating to the Website or the Service.
 In no event shall the total aggregate liability of the Protected Entities to a User for all
damages, losses, and causes of action (whether in contract or tort, including, but not
limited to, negligence or otherwise) arising from this Agreement or a User’s use of the
Website or the Services exceed, in the aggregate Rs. 1000/- (Rupees One Thousand
Only).

o SEVERABILITY

If any provision of the Agreement is invalid as per applicable law, held by a court of
competent jurisdiction or arbitral tribunal to be unenforceable under applicable law, then
such provision shall be excluded from this Agreement and the remainder of the
Agreement shall be interpreted as if such provision were so excluded and shall be
enforceable in accordance with its terms; provided however that, in such event, the
Agreement shall be interpreted so as to give effect, to the greatest extent consistent with
and permitted by applicable law, to the meaning and intention of the excluded provision
as determined by such court of competent jurisdiction or arbitral tribunal.

o WAIVER

No provision of this Agreement shall be deemed to be waived and no breach excused,

unless such waiver or consent shall be in writing and signed by QTIPL. Any consent by
QTIPL to, or a waiver by QTIPL of any breach by you, whether expressed or implied,
shall not constitute consent to, waiver of, or excuse for any other different or subsequent
breach.

o NO DISPARAGEMENT

Notwithstanding anything herein, neither party will make any claims, representations or
warranties on behalf of the other party or bind the other party, and neither party is
authorized to do so by this Agreement. The relationship between the parties will be that of
independent contractors. Nothing contained herein will be construed to imply a joint
venture, principal or agent relationship, or other joint relationship, and neither party will
have the right, power or authority to bind or create any obligation, express or implied, on
behalf of the other party. Practitioner shall not make any public statement disparaging the
other party’s brand, marks, products or services. Each party will retain all right, title and
interest in and to its products, services, marks, and all content, information and other
materials, and nothing contained in this Agreement will be construed as conferring upon
such party, by implication, operation of law or otherwise, any other license or other right.

o APPLICABLE LAW AND DISPUTE SETTLEMENT

The parties agree that this Agreement and any contractual obligation between Practo and
User will be governed by the laws of India.
The courts at Bengaluru shall have exclusive jurisdiction over any disputes arising out of
or in relation to this Agreement, User’s use of the Website or the Services or the
information to which it gives access.

4. Privacy policy
 Privacy Policy

Practo Technologies Private Limited (“us”, “we”, or “Practo”, which also includes its
affiliates) is the author and publisher of the internet resource www.practo.com
(“Website”) on the world wide web as well as the software and applications provided by
Practo, including but not limited to the mobile application ‘Practo’, and the software and
applications of the brand names ‘Practo Ray’, ‘Practo Tab’, ‘Practo Reach’, ‘Hello’, and
‘Health Account’ (together with the Website, referred to as the “Services”).

This privacy policy ("Privacy Policy") explains how we collect, use, share, disclose and
protect Personal information about the Users of the Services, including the Practitioners
(as defined in the Terms of Use, which may be accessed via the following weblink
https://practo.com/privacy (the “Terms of Use”)), the End-Users (as defined in the
Terms of Use), and the visitors of Website (jointly and severally referred to as “you” or
“Users” in this Privacy Policy). We created this Privacy Policy to demonstrate our
commitment to the protection of your privacy and your personal information. Your use
of and access to the Services is subject to this Privacy Policy and our Terms of Use. Any
capitalized term used but not defined in this Privacy Policy shall have the meaning
attributed to it in our Terms of Use.

BY USING THE SERVICES OR BY OTHERWISE GIVING US YOUR INFORMATION, YOU

WILL BE DEEMED TO HAVE READ, UNDERSTOOD AND AGREED TO THE PRACTICES
AND POLICIES OUTLINED IN THIS PRIVACY POLICY AND AGREE TO BE BOUND BY THE
PRIVACY POLICY. YOU HEREBY CONSENT TO OUR COLLECTION, USE AND SHARING,
DISCLOSURE OF YOUR INFORMATION AS DESCRIBED IN THIS PRIVACY POLICY. WE
RESERVE THE RIGHT TO CHANGE, MODIFY, ADD OR DELETE PORTIONS OF THE TERMS
OF THIS PRIVACY POLICY, AT OUR SOLE DISCRETION, AT ANY TIME. IF YOU DO NOT
AGREE WITH THIS PRIVACY POLICY AT ANY TIME, DO NOT USE ANY OF THE SERVICES
OR GIVE US ANY OF YOUR INFORMATION. IF YOU USE THE SERVICES ON BEHALF OF
SOMEONE ELSE (SUCH AS YOUR CHILD) OR AN ENTITY (SUCH AS YOUR EMPLOYER),
YOU REPRESENT THAT YOU ARE AUTHORISED BY SUCH INDIVIDUAL OR ENTITY TO (I)
ACCEPT THIS PRIVACY POLICY ON SUCH INDIVIDUAL’S OR ENTITY’S BEHALF, AND (II)
CONSENT ON BEHALF OF SUCH INDIVIDUAL OR ENTITY TO OUR COLLECTION, USE
AND DISCLOSURE OF SUCH INDIVIDUAL’S OR ENTITY’S INFORMATION AS DESCRIBED
IN THIS PRIVACY POLICY.

 1.WHY THIS PRIVACY POLICY?

This Privacy Policy is published in compliance with, inter alia:

i. Section 43A of the Information Technology Act, 2000;
ii. Regulation 4 of the Information Technology (Reasonable Security
Practices and Procedures and Sensitive Personal Information) Rules, 2011 (the “SPI
Rules”);
 iii. Regulation 3(1) of the Information Technology (Intermediaries Guidelines)
Rules, 2011.

This Privacy Policy states the following:

iv. The type of information collected from the Users, including Personal
Information (as defined in paragraph 2 below) and Sensitive Personal Data or
Information (as defined in paragraph 2 below) relating to an individual;
v. The purpose, means and modes of collection, usage, processing, retention
and destruction of such information; and
vi. How and to whom Practo will disclose such information.

 2.COLLECTION OF PERSONAL INFORMATION

Generally some of the Services require us to know who you are so that we can best
meet your needs. When you access the Services, or through any interaction with us
via emails, telephone calls or other correspondence, we may ask you to voluntarily
provide us with certain information that personally identifies you or could be used to
personally identify you. You hereby consent to the collection of such information by
Practo. Without prejudice to the generality of the above, information collected by us
from you may include (but is not limited to) the following:
i. contact data (such as your email address and phone number);
ii. demographic data (such as your gender, your date of birth and your pin
code);
iii. data regarding your usage of the services and history of the appointments
made by or with you through the use of Services;
iv. insurance data (such as your insurance carrier and insurance plan);
v. other information that you voluntarily choose to provide to us (such as
information shared by you with us through emails or letters.

The information collected from you by Practo may constitute ‘personal information’
or ‘sensitive personal data or information’ under the SPI Rules.

“Personal Information” is defined under the SPI Rules to mean any information
that relates to a natural person, which, either directly or indirectly, in combination
with other information available or likely to be available to a body corporate, is
capable of identifying such person.

The SPI Rules further define “Sensitive Personal Data or Information” of a person to
mean personal information about that person relating to:
vi. passwords;
vii. financial information such as bank accounts, credit and debit card details
or other payment instrument details;
viii. physical, physiological and mental health condition;
 ix. sexual orientation;
x. medical records and history;
xi. biometric information;
xii. information received by body corporate under lawful contract or
otherwise;
xiii. visitor details as provided at the time of registration or thereafter; and
xiv. call data records.

Practo will be free to use, collect and disclose information that is freely available in
the public domain without your consent.

 3.PRIVACY STATEMENTS
i. 3.1ALL USERS NOTE:

This section applies to all users.

 3.1.1Accordingly, a condition of each User’s use of and access to
the Services is their acceptance of the Terms of Use, which also involves
acceptance of the terms of this Privacy Policy. Any User that does not agree with
any provisions of the same has the option to discontinue the Services provided by
Practo immediately.
 3.1.2An indicative list of information that Practo may require you
to provide to enable your use of the Services is provided in the Schedule annexed
to this Privacy Policy.
 3.1.3All the information provided to Practo by a User, including
Personal Information or any Sensitive Personal Data or Information, is voluntary.
You understand that Practo may use certain information of yours, which has been
designated as Personal Information or ‘Sensitive Personal Data or Information’
under the SPI Rules, (a) for the purpose of providing you the Services, (b) for
commercial purposes and in an aggregated or non-personally identifiable form for
research, statistical analysis and business intelligence purposes, (c) for sale or
transfer of such research, statistical or intelligence data in an aggregated or non-
personally identifiable form to third parties and affiliates (d) 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, (e) debugging
customer support related issues.. (f) for the purpose of contacting you to complete
any transaction if you do not complete a transaction after having provided us with
your contact information in the course of completing such steps that are designed
for completion of the transaction. Practo also reserves the right to use information
provided by or about the End-User for the following purposes:
i. Publishing such information on the Website.
ii. Contacting End-Users for offering new products or services.
iii. Contacting End-Users for taking product and Service
feedback.
iv. Analyzing software usage patterns for improving product
design and utility.
v. Analyzing anonymized practice information for commercial
use.
vi. Processing payment instructions including those through
independent third party service providers such as payment gateways, banking
and financial institutions, pre-paid instrument and wallet providers for processing
of payment transaction or deferral of payment facilities.

If you have voluntarily provided your Personal Information to Practo for any of the
purposes stated above, you hereby consent to such collection and use of such
information by Practo. However, Practo shall not contact You on Your telephone
number(s) for any purpose including those mentioned in this sub-section 4.1(iii),
if such telephone number is registered with the Do Not Call registry (“DNC
Registry”) under the PDPA without your express, clear and un-ambiguous written
consent.
 3.1.4Collection, use and disclosure of information which has been
designated as Personal Information or Sensitive Personal Data or Information’
under the SPI Rules requires your express consent. By affirming your assent to this
Privacy Policy, you provide your consent to such use, collection and disclosure as
required under applicable law.
 3.1.5Practo does not control or endorse the content, messages or
information found in any Services and, therefore, Practo specifically disclaims any
liability with regard to the Services and any actions resulting from your
participation in any Services, and you agree that you waive any claims against
Practo relating to same, and to the extent such waiver may be ineffective, you
agree to release any claims against Practo relating to the same.
 3.1.6You are responsible for maintaining the accuracy of the
information you submit to us, such as your contact information provided as part of
account registration. If your personal information changes, you may correct, delete
inaccuracies, or amend information by making the change on our member
information page or by contacting us through privacy@practo.com. We will make
good faith efforts to make requested changes in our then active databases as soon
as reasonably practicable. If you provide any information that is untrue, inaccurate,
out of date or incomplete (or becomes untrue, inaccurate, out of date or
incomplete), or Practo has reasonable grounds to suspect that the information
provided by you is untrue, inaccurate, out of date or incomplete, Practo may, at its
sole discretion, discontinue the provision of the Services to you. There may be
circumstances where Practo will not correct, delete or update your Personal Data,
including (a) where the Personal Data is opinion data that is kept solely for
evaluative purpose; and (b) the Personal Data is in documents related to a
prosecution if all proceedings relating to the prosecution have not been completed.
 3.1.7If you wish to cancel your account or request that we no
longer use your information to provide you Services, contact us through 
support@practo.com . We will retain your information for as long as your account
with the Services is active and as needed to provide you the Services. We shall not
retain such information for longer than is required for the purposes for which the
information may lawfully be used or is otherwise required under any other law for
the time being in force. After a period of time, your data may be anonymized and
aggregated, and then may be held by us as long as necessary for us to provide our
 Services effectively, but our use of the anonymized data will be solely for analytic
purposes. Please note that your withdrawal of consent, or cancellation of account
may result in Practo being unable to provide you with its Services or to terminate
any existing relationship Practo may have with you.
 3.1.8If you wish to opt-out of receiving non-essential
communications such as promotional and marketing-related information regarding
the Services, please send us an email at support@practo.com .
 3.1.9Practo may require the User to pay with a credit card, wire
transfer, debit card or cheque for Services for which subscription amount(s) is/are
payable. Practo will collect such User’s credit card number and/or other financial
institution information such as bank account numbers and will use that information
for the billing and payment processes, including but not limited to the use and
disclosure of such credit card number and information to third parties as necessary
to complete such billing operation. Verification of credit information, however, is
accomplished solely by the User through the authentication process. User’s credit-
card/debit card details are transacted upon secure sites of approved payment
gateways which are digitally under encryption, thereby providing the highest
possible degree of care as per current technology. However, Practo provides you an
option not to save your payment details. User is advised, however, that internet
technology is not full proof safe and User should exercise discretion on using the
same.
 3.1.10Due to the communications standards on the Internet, when
a User or the End-User or anyone who visits the Website, Practo automatically
receives the URL of the site from which anyone visits. Practo also receives the
Internet Protocol (IP) address of each User’s computer (or the proxy server a User
used to access the World Wide Web), User’s computer operating system and type
of web browser the User is using, email patterns, as well as the name of User’s ISP.
This information is used to analyze overall trends to help Practo improve its
Service. The linkage between User’s IP address and User’s personally identifiable
information is not shared with or disclosed to third parties. Notwithstanding the
above, Practo may share and/or disclose some of the aggregate findings (not the
specific data) in anonymized form (i.e., non-personally identifiable) with
advertisers, sponsors, investors, strategic partners, and others in order to help
grow its business.
 3.1.11The Website uses temporary cookies to store certain (that is
not sensitive personal data or information) that is used by Practo and its service
providers for the technical administration of the Website, research and
development, and for User administration. In the course of serving advertisements
or optimizing services to its Users, Practo may allow authorized third parties to
place or recognize a unique cookie on the User’s browser. The cookies however, do
not store any Personal Information of the User. You may adjust your internet
browser to disable cookies. If cookies are disabled you may still use the Website,
but the Website may be limited in the use of some of the features.
 3.1.12A User may have limited access to the Website without
creating an account on the Website. Unregistered Users can make appointments
with the doctors by providing their name and phone number. In order to have
access to all the features and benefits on our Website, a User must first create an
account on our Website. To create an account, a User is required to provide the
following information, which such User recognizes and expressly acknowledges is
Personal Information allowing others, including Practo, to identify the User: name,
 User ID, email address, country, ZIP/postal code, age, phone number, password
chosen by the User and valid financial account information. Other information
requested on the registration page, including the ability to receive promotional
offers from Practo, is optional. Practo may, in future, include other optional
requests for information from the User to help Practo to customize the Website to
deliver personalized information to the User.
 3.1.13This Privacy Policy applies to Services that are owned and
operated by Practo. Practo does not exercise control over the sites displayed as
search results or links from within its Services. These other sites may place their
own cookies or other files on the Users’ computer, collect data or solicit personal
information from the Users, for which Practo is not responsible or liable.
Accordingly, Practo does not make any representations concerning the privacy
practices or policies of such third parties or terms of use of such websites, nor does
Practo guarantee the accuracy, integrity, or quality of the information, data, text,
software, sound, photographs, graphics, videos, messages or other materials
available on such websites. The inclusion or exclusion does not imply any
endorsement by Practo of the website, the website's provider, or the information on
the website. If you decide to visit a third party website linked to the Website, you
do this entirely at your own risk. Practo encourages the User to read the privacy
policies of that website.
 3.1.14The Website may enable User to communicate with other
Users or to post information to be accessed by others, whereupon other Users may
collect such data. Such Users, including any moderators or administrators, are not
authorized Practo representatives or agents, and their opinions or statements do
not necessarily reflect those of Practo, and they are not authorized to bind Practo
to any contract. Practo hereby expressly disclaims any liability for any reliance or
misuse of such information that is made available by Users or visitors in such a
manner.
 3.1.15Practo does not collect information about the visitors of the
Website from other sources, such as public records or bodies, or private
organisations, save and except for the purposes of registration of the Users (the
collection, use, storage and disclosure of which each End User must agree to under
the Terms of Use in order for Practo to effectively render the Services).
 3.1.16Practo maintains a strict "No-Spam" policy, which means
that Practo does not intend to sell, rent or otherwise give your e-mail address to a
third party without your consent.
 3.1.17Practo has implemented best international market practices
and security policies, rules and technical measures to protect the personal data that
it has under its control from unauthorised access, improper use or disclosure,
unauthorised modification and unlawful destruction or accidental loss. However, for
any data loss or theft due to unauthorized access to the User’s electronic devices
through which the User avails the Services, Practo shall not be held liable for any
loss whatsoever incurred by the User.
 3.1.18Practo implements reasonable security practices and
procedures and has a comprehensive documented information security programme
and information security policies that contain managerial, technical, operational and
physical security control measures that are commensurate with respect to the
information being collected and the nature of Practo’s business.
 3.1.19Practo takes your right to privacy very seriously and other
than as specifically stated in this Privacy Policy, will only disclose your Personal
 Information in the event it is required to do so by law, rule, regulation, law
enforcement agency, governmental official, legal authority or similar requirements
or when Practo, in its sole discretion, deems it necessary in order to protect its
rights or the rights of others, to prevent harm to persons or property, to fight fraud
and credit risk, or to enforce or apply the Terms of Use.
ii. 3.2PRACTITIONERS NOTE:

This section applies to all Practitioners.

 3.2.1As part of the registration as well as the application creation
and submission process that is available to Practitioners on Practo, certain
information, including Personal Information or Sensitive Personal Data or
Information is collected from the Practitioners.
 3.2.2All the statements in this Privacy Policy apply to all
Practitioners, and all Practitioners are therefore required to read and understand
the privacy statements set out herein prior to submitting any Personal Information
or Sensitive Personal Data or Information to Practo, failing which they are required
to leave the Services, including the Website immediately.
 3.2.3Practitioners’ personally identifiable information, which they
choose to provide to Practo, is used to help the Practitioners describe and identify
themselves. This information is exclusively owned by Practo You will be the owner
of your information and you consent to Practo collecting, using, processing and/or
disclosing this information for the purposes hereinafter stated . Practo may use
such information for commercial purposes and in an aggregated or non-personally
identifiable form for research, statistical analysis and business intelligence
purposes, and may sell or otherwise transfer such research, statistical or
intelligence data in an aggregated or non-personally identifiable form to third
parties and affiliates. Practo also reserves the right to use information provided by
or about the Practitioner for the following purposes:
i. Publishing such information on the Website.
ii. Contacting Practitioners for offering new products or services
subject to the telephone number registered with the DNC Registry.
iii. Contacting Practitioners for taking product feedback.
iv. Analyzing software usage patterns for improving product
design and utility.
v. Analyzing anonymized practice information including
financial, and inventory information for commercial use.
 3.2.4Practo automatically enables the listing of Practitioners’
information on its Website for every ‘Doctor’ or ‘Clinic’ added to a Practice using its
software. The Practitioner information listed on Website is displayed when End-
Users search for doctors on Website, and the Practitioner information listed on
Website is used by End-Users to request for doctor appointments. Any personally
identifiable information of the Practitioners listed on the Website is not generated
by Practo and is provided to Practo by Practitioners who wish to enlist themselves
on the Website, or is collected by Practo from the public domain. Practo displays
such information on its Website on an as-is basis making no representation or
warranty on the accuracy or completeness of the information. As such, we strongly
 encourage Practitioners to check the accuracy and completeness of their
information from time to time, and inform us immediately of any discrepancies,
changes or updates to such information. Practo will, however, take reasonable
steps to ensure the accuracy and completeness of this information.
 3.2.5Practo may also display information for Practitioners who
have not signed up or registered for the Services, provided that the Practitioners
have consented to Practo collecting, processing and/or disclosing their information
on the Website. Such Practitioners are verified by Practo or its associates, and
Practo makes every effort to capture accurate information for such Practitioners.
However, Practo does not undertake any liability for any incorrect or incomplete
information appearing on the Website for such Practitioners.
iii. 3.3END-USERS NOTE:

This section applies to all End-Users.

 3.3.1As part of the registration/application creation and submission
process that is available to End-Users on this Website, certain information,
including Personal Information or Sensitive Personal Data or Information is
collected from the End-Users.
 3.3.2All the statements in this Privacy Policy apply to all End-
Users, and all End-Users are therefore required to read and understand the privacy
statements set out herein prior to submitting any Personal Information or Sensitive
Personal Data or Information to Practo, failing which they are required to leave the
Practo immediately.
 3.3.3If you have inadvertently submitted any such information to
Practo prior to reading theprivacy statements set out herein, and you do not agree
with the manner in which such information is collected, processed, stored, used or
disclosed, then you may access, modify and delete such information by using
options provided on the Website. In addition, you can, by sending an email to
privacy@practo.com, inquire whether Practo is in possession of your personal data,
and you may also require Practo to delete and destroy all such information.
 3.3.4End-Users’ personally identifiable information, which they
choose to provide on the Website is used to help the End-Users describe/identify
themselves. Other information that does not personally identify the End-Users as
an individual, is collected by Practo from End-Users (such as, patterns of utilization
described above) and is exclusively owned by Practo. Practo may also use such
information in an aggregated or non-personally identifiable form for research,
statistical analysis and business intelligence purposes, and may sell or otherwise
transfer such research, statistical or intelligence data in an aggregated or non-
personally identifiable form to third parties and affiliates. In particular, Practo
reserves with it the right to use anonymized End-User demographics information
and anonymized End-User health information for the following purposes:
i. Analyzing software usage patterns for improving product
design and utility.
ii. Analyzing such information for research and development of
new technologies.
iii. Using analysis of such information in other commercial
product offerings of Practo.
 iv. Sharing analysis of such information with third parties for
commercial use.
 3.3.5Practo will communicate with the End-Users through email,
phone and notices posted on the Website or through other means available through
the service, including text and other forms of messaging. The End-Users can
change their e-mail and contact preferences at any time by logging into their
"Account" at www.practo.com and changing the account settings.
 3.3.6At times, Practo conducts a User survey to collect information
about End-Users' preferences. These surveys are optional and if End-Users choose
to respond, their responses will be kept anonymous. Similarly, Practo may offer
contests to qualifying End-Users in which we ask for contact and demographic
information such as name, email address and mailing address. The demographic
information that Practo collects in the registration process and through surveys is
used to help Practo improve its Services to meet the needs and preferences of End-
Users.
 3.3.7Practo may keep records of electronic communications and
telephone calls received andmade for making appointments or other purposes for
the purpose of administration of Services, customer support, research and
development and for better listing of Practitioners.
 3.3.8All Practo employees and data processors, who have access
to, and are associated with the processing of sensitive personal data or
information, are obliged to respect the confidentiality of every End-Users’ Personal
Information or Sensitive Personal Data and Information. Practo has put in place
procedures and technologies as per good industry practices and in accordance with
the applicable laws, to maintain security of all personal data from the point of
collection to the point of destruction. Any third-party data processor to which
Practo transfers Personal Data shall have to agree to comply with those procedures
and policies, or put in place adequate measures on their own.
 3.3.9Practo may also disclose or transfer End-Users’ personal and
other information provided by a User, to a third party as part of reorganization or a
sale of the assets of a Practo corporation division or company. Any third party to
which Practo transfers or sells its assets to will have the right to continue to use the
personal and other information that End-Users provide to us, in accordance with
the Terms of Use
 3.3.10To the extent necessary to provide End-Users with the
Services, Practo may provide their Personal Information to third party contractors
who work on behalf of or with Practo to provide End-Users with such Services, to
help Practo communicate with End-Users or to maintain the Website or independent
third party service providers to process payment instructions including providing a
payment deferral facility to End-Users in relation to the Services. These third-party
service providers have access to information needed to process payments, but may
not use it for other purposes. Generally these contractors do not have any
independent right to share this information, however certain contractors who
provide services on the Website, including the providers of online communications
services, may use and disclose the personal information collected in connection
with the provision of these Services in accordance with their own privacy policies.
In such circumstances, you consent to us disclosing your Personal Information to
contractors, solely for the intended purposes only.
iv. 3.4CASUAL VISITORS NOTE:
  3.4.1No sensitive personal data or information is automatically
collected by Practo from any casual visitors of this website, who are merely
perusing the Website.
 3.4.2Nevertheless, certain provisions of this Privacy Policy are
applicable to even such casual visitors, and such casual visitors are also required to
read and understand the privacy statements set out herein, failing which they are
required to leave this Website immediately.
 3.4.3If you, as a casual visitor, have inadvertently browsed any
other page of this Website prior to reading the privacy statements set out herein,
and you do not agree with the manner in which such information is obtained,
collected, processed, stored, used, disclosed or retained, merely quitting this
browser application should ordinarily clear all temporary cookies installed by
Practo. All visitors, however, are encouraged to use the “clear cookies” functionality
of their browsers to ensure such clearing / deletion, as Practo cannot guarantee,
predict or provide for the behaviour of the equipment of all the visitors of the
Website.
 3.4.4You are not a casual visitor if you have willingly submitted
any personal data or information to Practo through any means, including email,
post or through the registration process on the Website. All such visitors will be
deemed to be, and will be treated as, Users for the purposes of this Privacy Policy,
and in which case, all the statements in this Privacy Policy apply to such persons.
o 4.CONFIDENTIALITY AND SECURITY
i. 4.1Your Personal Information is maintained by Practo in electronic form
on its equipment, and on the equipment of its employees. Such information may also
be converted to physical form from time to time. Practo takes all necessary
precautions to protect your personal information both online and off-line, and
implements reasonable security practices and measures including certain
managerial, technical, operational and physical security control measures that are
commensurate with respect to the information being collected and the nature of
Practo’s business.
ii. 4.2No administrator at Practo will have knowledge of your password. It is
important for you to protect against unauthorized access to your password, your
computer and your mobile phone. Be sure to log off from the Website when finished.
Practo does not undertake any liability for any unauthorised use of your account and
password. If you suspect any unauthorized use of your account, you must
immediately notify Practo by sending an email to support@practo.com You shall be
liable to indemnify Practo due to any loss suffered by it due to such unauthorized use
of your account and password.
iii. 4.3Practo makes all User information accessible to its employees, agents
or partners and third parties only on a need-to-know basis, and binds only its
employees to strict confidentiality obligations.
iv. 4.4Part of the functionality of Practo is assisting the doctors to maintain
and organise such information. Practo may, therefore, retain and submit all such
records to the appropriate authorities, or to doctors who request access to such
information.
v. 4.5Part of the functionality of the Practo is assisting the patients to access
information relating to them. Practo may, therefore, retain and submit all such
records to the relevant patients, or to their doctors.
vi. 4.6Notwithstanding the above, Practo is not responsible for the
confidentiality, security or distribution of your Personal Information by our partners
 and third parties outside the scope of our agreement with such partners and third
parties. Further, Practo shall not be responsible for any breach of security or for any
actions of any third parties or events that are beyond the reasonable control of
Practo including but not limited to, acts of government, computer hacking,
unauthorised access to computer data and storage device, computer crashes, breach
of security and encryption, poor quality of Internet service or telephone service of
the User etc.
o 5.CHANGE TO PRIVACY POLICY

Practo may update this Privacy Policy at any time, with or without advance notice. In
the event there are significant changes in the way Practo treats User’s personally
identifiable information, or in the Privacy Policy itself, Practo will display a notice on
the Website or send Users an email, as provided for above, so that you may review
the changed terms prior to continuing to use the Services. As always, if you object to
any of the changes to our terms, and you no longer wish to use the Services, you
may contact support@practo.com to deactivate your account. Unless stated
otherwise, Practo’s current Privacy Policy applies to all information that Practo has
about you and your account.

If a User uses the Services or accesses the Website after a notice of changes has
been sent to such User or published on the Website, such User hereby provides
his/her/its consent to the changed terms.

o 6.CHILDREN'S AND MINOR'S PRIVACY

Practo strongly encourages parents and guardians to supervise the online activities
of their minor children and consider using parental control tools available from online
services and software manufacturers to help provide a child-friendly online
environment. These tools also can prevent minors from disclosing their name,
address, and other personally identifiable information online without parental
permission. Although the Practo Website and Services are not intended for use by
minors, Practo respects the privacy of minors who may inadvertently use the
internet or the mobile application.

o 7.CONSENT TO THIS POLICY

You acknowledge that this Privacy Policy is a part of the Terms of Use of the Website
and the other Services, and you unconditionally agree that becoming a User of the
Website and its Services signifies your (i) assent to this Privacy Policy, and (ii)
consent to Practo using, collecting, processing and/or disclosing your Personal
Information in the manner and for the purposes set out in this Privacy Policy. Your
visit to the Website and use of the Services is subject to this Privacy Policy and the
Terms of Use.

o 8.ADDRESS FOR PRIVACY QUESTIONS

Should you have questions about this Privacy Policy or Practo's information
collection, use and disclosure practices, you may contact, the Data Protection Officer
 appointed by Practo in accordance with the provisions of PDPA. We will use
reasonable efforts to respond promptly to any requests, questions or concerns,
which you may have regarding our use of your personal information. If you have any
grievance with respect to our use of your information, you may communicate such
grievance to the Data Protection Officer:
Name: Surabhi Patodia
Practo Technologies Pvt Ltd
WeWork Salarpuria Symbiosis,
Arekere Village, Begur Hobli,
Bannerghatta Road,
Bangalore - 560076.
Phone: 8880588999
Email: privacy@practo.com
SCHEDULE
Indicative List of Information by Nature of Service
 1.End-Users using the Website by registering for an account on the
Website or ‘Practo’ mobile application:
You can create an account by giving us information regarding your [name, mobile
number, email address], and such other information as requested on the End-User
registration page. This is to enable us to provide you with the facility to use the
account to book your appointments and store other health related information.

Against every Practitioner listed in Practo.com, 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 Practo, and the records of such calls are recorded and
stored in Practo’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. If you choose not to consent to recording of such call, Practo
hereby reserves the right to not provide you the Services for which such Personal
Information is sought. Such records are dealt with only in accordance with this
Privacy Policy.

 2.End-Users using the Website without registering for an account on the

Website or ‘Practo’ mobile application (i.e., ‘Guest’ End-User):

You can use the Website without registering for an account, but to book an
appointment, you may be asked certain information (including your [mobile
number], and such other information as requested when you choose to use the
Services without registration) to confirm the appointment.

Against every Practitioner listed in Practo.com, 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 Practo, and the records of such calls are recorded and
stored in Practo’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. If you choose not to consent to recording of such call, Practo
hereby reserves the right to not provide you the Services for which such Personal
Information is sought. Such records are dealt with only in accordance with this
Privacy Policy.

 3.Practitioner availing of the free listing service on the Website or

‘Practo’ mobile application by registering for an account:
As a Practitioner, you may be required to provide us with information regarding your
[name, mobile number, email address], and such other information as requested on
the Practitioner registration page to create an account. Practo may send email
and/or SMS confirmations or other communications to End-Users in connection with
their bookings, appointments or other interactions with you, if such interactions have
been facilitated by Practo.
 4.Practitioner availing of the free listing service on the Website or
‘Practo’ mobile application without registering for an account:

As a Practitioner, you may avail of the listing service without registering for an
account by providing information regarding your [name, mobile number, email
address], and such other information as requested by any of Practo’s employees or
agents who contact you in person or by telephone. In such event, Practo will
maintain this information if and until you choose to register for an account, for which
Practo may contact you from time to time. Practo will, after such information is
collected from you, send you a confirmation email confirming the information
provided and the fact that you will be listed on the Website. In the event you do not
wish to be so listed on the Website, please inform Practo immediately at
support@practo.com

 5.Practitioners using the ‘Ray’ and/or ‘Tab’ products:

You will be required to create an account and may be required to provide Practo with
information regarding your [name, mobile number, email address, digital signature],
and such other information as requested by Practo on the Ray and/or Tab
Practitioner registration page, in order to complete your registration. Practitioner
agrees to the use of the digital signature in the prescription and clinical notes as the
regulatory requirements. Practo will not access the said digital signature for any
other purpose under any circumstance. Upon registration, Practo will access non-
personally identifiable information of your patients from your patient records. You
agree to make your patients fully aware of such access.

Practo reserves the right to extend and withdraw ‘ABS’ (also known as Instant)
functionality to you at its sole discretion, based on the number of End-User
appointments being honoured by you. The extension or withdrawal of such facility
shall be intimated to you by Practo.

You have an option under these products to switch on ‘End-User Feedback’. This will
mean that you are giving one or more patients’ contact details to Practo’s feedback
 system. End-Users may choose to send feedback anonymously too, in which case
you agree that you have no objection to such anonymous feedback. The feedback
system will then send an SMS and email to the patient(s) asking for feedback which
may then be published on the Website. You agree to make your patients fully aware
of the possibility of their receiving such feedback queries.

 6.Practitioners using the ‘Practo Reach’ product:

You will be required to create an account and may be required to provide Practo with
information regarding your [name, mobile number, email address], and such other
information as requested by Practo on the ‘Practo Reach’ Practitioner registration
page, in order to complete your registration.

 7.End-Users and Practitioners using the Consult platform.

You may be required to create an account and may be required to provide Practo
with information such as your name, mobile number, email address, and such other
information as requested by Practo on the Practo Consult registration page in order
to complete your registration.

5. Prime benefits claim policy for Users

Overview
Practo Prime benefits program (“Practo benefits”) is aimed to ensure a
superior visit experience for Users searching and booking appointments with
the establishment/institution including its designated practitioners
earmarked for Practo Prime (“Practitioner”), through Practo.
The program enables the practitioners to offer, one or more of the below
mentioned assurances, they are extending to the Users:
1. The wait time will be within the time limit as mentioned on Practo
2. Consultation fees charged by the Practitioner will be the same as
mentioned on Practo
3. Location of the Practitioner will be same as indicated on Practo
4. Consultation will be with the same individual medical practitioner
(within the Practitioner’s organization or institution), with whom the
appointment was booked on the Website.
The above-mentioned assurances are available only with select
healthcare Practitioners on Practo, which are highlighted with a
Prime badge. The assurances shall be extended to a User who is
identified by a unique mobile number, and thereby it is advised to
ensure that all communications with Practo and/or the
Practitioner(s) are carried out via the same mobile number used to
book the appointment.
The 'Max 15/30/45/60/90 mins wait or FREE' assurance is subject to a
maximum entitlement of INR 500 (in form of an e-gift voucher) from Practo
If the assurance (one or more, subject to the Practitioners’ offering them)
promised while booking an appointment is not adhered by the Practitioner,
the User is eligible for an e-gift voucher worth INR 500 (Prime benefits
Entitlement) subject to, at all times, the terms and conditions mentioned
herein below (“Prime benefits Terms”).
This program is valid only for appointments made with Practitioners
listed on the Website which are earmarked with a Prime Badge.
How to claim the voucher?
1. Write to us at prime@practo.com.
2. In case you booked the appointment via Book feature, please provide
your appointment ID.
3. In case you booked the appointment via Call feature, our support team
will request for your phone number and permission to listen to your call
recording with the Practitioner.
Terms and Conditions
1. Prime benefits Entitlement (subject to clause 5 herein below) is
applicable only on appointments made with select Prime Practitioners,
using 'Book Appointment' button or 'Contact Clinic/Hospital' button
on the Website. Only the promise made at the time of appointment
booking or call will be valid.
2. Claim for Prime benefits Entitlement will only be registered within 5
days from the scheduled appointment date.
o E.g. If the Practitioner, you booked an appointment with,
cancels/reschedules or doesn’t turn up on 25 Jan 2018, then claim
made on or before 30 Jan 2018 will be valid.
3. Appointment ID, if available, must match with the registered phone
number of the User.
4. Phone number used for contacting Practo support team must match
with the phone number used for contacting the Practitioner in case there
is no appointment already registered on Practo.
5. Prime benefits Entitlement claim for non-adherence to wait time
promise is valid under following circumstances (subject to exceptions in
clause 6):
o You had to wait for your consultation, for more than the wait
time mentioned on Website for that Practitioner. The actual wait time
is calculated from the start of the appointment time slot.
o Your appointment has been rescheduled(postponed) and (i) the
difference between the original appointment time and the
rescheduled appointment time is higher than the wait time
communicated to you and (ii) the rescheduling was communicated to
you in less than 120 minutes prior to the original appointment time.
6. Prime benefits Entitlement claim for non-adherence to wait time
promise is NOT valid under following circumstances:
o Your appointment is cancelled or rescheduled, due to your
personal reasons or unavailability.
 E.g. If you/your friends/family cancel or reschedule due to
any reason.
 E.g. If anyone from Practitioner’s establishment, you
booked an appointment with, canceled or rescheduled on your
behalf or as per your request, and not due to individual
Practitioner’s unavailability.
o Your appointment has been cancelled or rescheduled more than
2 hours prior to your original appointment time.
o You have booked an appointment not more than 2 hours 15
minutes before the appointment time and you are informed of any
cancellation or rescheduling of appointment within 15 mins of the
booking time.
o Your wait time is more than the wait time mentioned on the
Website and same had been communicated to you over call at the
time of booking of the appointment or at least 2 hours prior to the
appointment time.
7. Prime benefits Entitlement claim for non-adherence to verified
consultation fees promise is valid under following circumstances (subject
to exceptions in clause 8):
o You were charged more than the consultation fees prescribed for
other patients using the same service at the Practitioner.
o You were charged a consultation fees amount which was more
than the fees mentioned on the Website for that Practitioner.
8. Prime benefit Entitlement claim for non-adherence to verified
consultation fees promise is NOT valid under following circumstances:
o The fees structure communicated by the Practitioner to you
directly over call/email, prior to your appointment time, is different
from the fees mentioned on Practo.
o Fees charged by the Practitioner is other than the consultation
fees. Practo does not give any assurance on the registration fees
charged by the Practitioner.
9. Prime benefit Entitlement claim for non-adherence to verified location
promise is valid under following circumstances (subject to exceptions in
clause 10):
o The actual location of the clinic/hospital (of the Practitioner) was
more than 100 meters away from the location as mentioned on the
Website for that Practitioner’s establishment.
10. Prime benefit Entitlement claim for non-adherence to verified location
promise is NOT valid under following circumstances:
o The actual location of the clinic/hospital (of the Practitioner) was
less than 100 meters away from the location as mentioned on the
Website for that Practitioner’s establishment
11. Prime benefit Entitlement claim for non-adherence to the assurance of
appointment with preferred doctor is valid under following circumstances
(subject to exceptions in clause 12):
o Your appointment has been cancelled at any time after
Cancellation Threshold Period. “Cancellation Threshold Period” means
120 minutes before the scheduled appointment time.
o Your appointment has been rescheduled(preponed) to a time
that is more than 30 mins prior to your original appointment time,
and the rescheduling was communicated to you in less than 120
minutes prior to the original appointment time.
 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.
o Your appointment has been rescheduled(postponed) and (i) the
difference between the original appointment time and the
rescheduled appointment time is more than 120 minutes and (ii) the
rescheduling was communicated to you in less than 120 minutes
prior to the original appointment time.
o You did not get a consultation with the individual Practitioner
with whom you had made an appointment via Practo.
12. Prime benefit Entitlement claim for non-adherence to the assurance of
appointment with preferred doctor is NOT valid under following
circumstances:
o Your appointment was scheduled for a time slot outside the
timings mentioned for that Practitioner on the Website by way of a
telephone call provided the timings mentioned on the Website are
correct.
o You have been consulted by another doctor followed by a
consultation with the doctor with whom you had booked an
appointment. This has been introduced to cover the cases where a
doctor prepares the patients and understands the case to brief senior
doctors (with whom the appointment has been booked) about the
case. However, this does not affect the quality of service.
o Your appointment is cancelled or rescheduled, due to your
personal reasons or unavailability.
 E.g. If you/your friends/family cancel or reschedule due to
any reason.
  E.g. If anyone from Practitioner’s establishment, you
booked an appointment with, canceled or rescheduled on your
behalf or as per your request, and not due to individual
Practitioner’s unavailability.
o Your appointment has been cancelled or rescheduled more than
2 hours prior to your original appointment time.
o You have booked an appointment not more than 2 hours 15
minutes before the appointment time and you are informed of any
cancellation or rescheduling of appointment within 15 mins of the
booking time.
13. Any Prime benefit Entitlement claim is NOT valid under following
circumstances:
o In adverse cases beyond the reasonable control of the
Practitioner such as acts of god, nature - flood, fire, etc., when
Business-As-Usual is not possible.
o You have received 2 Prime benefit Entitlements in the past 45
days. (45 days counted from day of first appointment for which Prime
benefit Entitlement was paid).
o Your appointment was scheduled for a time slot outside the
timings mentioned for that Practitioner on the Website by way of a
telephone call provided the timings mentioned on Practo are correct.
o You are unable to reach the Practitioner at your confirmed
appointment time provided address and contact details of the
Practitioner on the Website are correct.
o You have been provided with Prime benefit Entitlement for an
appointment in the same Practitioner’s establishment for the same
day.
 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 Prime benefits Entitlement 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 Prime benefits claim for this
appointment will not be considered.
o Your appointment is on a holiday, or national / state-wide
shutdown (planned or unplanned) like strikes, bandhs etc. List of
holidays in 2021 on which Prime benefit Entitlement claim is not valid
are:

Dates Festival

01-
New Year's Day
Jan
 13-
Lohri(Punjab, Delhi NCR, Haryana and Himachal Pradesh)
Jan

14-
Makar Sankranti
Jan

14-
Pongal(Tamil Nadu)
Jan

26-
Republic Day
Jan

29-
Holi
Mar

14-
Eid-ul-Fitar
May

21-Jul Bakr Id

15-
Independence Day
Aug

21-
Onam(Kerala)
Aug

10- Ganesh Chaturthi(Madhya Pradesh, Maharashtra, Gujarat, Goa, Karnataka, Kerala,

Sep Andhra Pradesh, Telangana, Tamil Nadu, West Bengal and Orissa)

2-Oct Mahatma Gandhi Jayanti

15-
Dussehra
Oct

1-Nov Karnataka Rajyotsava(Karnataka)

5-Nov Diwali/Deepavali

10-
Chhat Puja (Bihar, Jharkhand and Uttar Pradesh)
Nov

25-
Christmas
Dec
1. The Prime benefit Entitlement voucher will only be issued in the name
of the User who booked the appointment.
2. The e-gift voucher can neither be transferred to someone else nor can
it be redeemed for cash.
3. Practo reserves the right to not extend this offer to Users with
repeated instances of ‘patient no-show’ post booking appointment and
suspected fraud Users.
4. The above-mentioned specific terms relating to Practo Prime benefits
program are without prejudice to the Terms and Conditions and the
Privacy policy available on the Practo website/ Application.
5. Practo reserves the right to revoke or revise Practo Prime benefits
without any prior notice.
6. All capitalized terms used, and not otherwise expressly defined in this
terms and conditions have the meaning given to such terms in the Practo
Terms & Conditions.
Practo HealthCash as Cashback
Each User shall be entitled to a cashback of Rs. 50 (Rupees Fifty only)
(“Cashback”) for their first appointment that is booked and completed
through the Website in relation to every unique Practitioner where such a
Promise is explicitly stated on the website; for this paragraph the term
“Practitioner” shall be understood to be an institution and not the individual
practitioner. Cashback shall be denominated as 'healthcash' which is a credit
balance that can utilized within a period of 30 days in lieu of the services
being offered on the Website. User is not entitled to Cashback in case of
appointment cancellations and “no show”. If healthcash is not credited within
48 hours post the appointment time (as recorded on the Website), please
reach out to us at prime@practo.com

6. Patient No-Show Policy

Patients not showing up for doctor appointments is a widespread
phenomenon in India. This can have dire consequences, especially
due to the dearth of medical practitioners to address the health
concerns of a growing population.
Our Patient No-Show policy has been put in place to ensure timely
healthcare for everyone using the Practo platform. In the Practo
context, Patient No-Show means a patient hasn’t turned up on time
for an appointment booked through Practo.com or Practo App
without cancelling, rescheduling, or informing the practice/doctor in
advance about the same.
Capturing patient-no-show from doctors/ clinics
When a patient doesn’t show up for a confirmed appointment
(without having cancelled or rescheduled before appointment time),
 doctors using Ray software can mark the specific appointment as
PNS on their desktop Ray or the Pro app.
PNS can be marked only within 5 days following the scheduled
appointment.
Verifying PNS from patients
Whenever a doctor/clinic marks PNS, patients are sent an SMS and
email to verify this claim and understand the reason behind the
missed appointment.
Patients should respond in next 7 days after receiving the
SMS/email, with the reason.
Actions taken on repeat patient no-show
Every PNS captured on Practo is dealt with seriousness based on
past patient behaviour. This is done in order to ensure patients
understand the importance of a doctor’s time and not misuse the
convenience provided by Practo. Our PNS Policy aims at minimising
instances of uninformed missed appointments, thereby making most
of a doctor’s valuable time.
 1.Repeat PNS actions are taken ONLY for patients who schedule
appointments using ‘Book Appointment’ feature on Practo.
 2.At the third valid instance of PNS in last 12 months, patient’s
account will be temporarily disabled from booking further online
appointments on Practo.com for next 4 months. However, the user can
continue to call the clinic via Practo.com to get an appointment.
 3.Below are the valid cases of PNS:
o a.Patient does not reply to the email/SMS with the reason in
next 7 days from the date of receipt of such email/SMS communication
o b.Patient responds to the email/SMS with below reasons:
 i.Forgot the appointment
 ii.Chose to visit another doctor/consulted online
 iii.Busy with other work
 iv.Other reasons (which Practo at its discretion decides to
be a reason for valid PNS)
 4.Below are the invalid cases of PNS:
o a.Patient says she/he got marked as PNS in spite of visiting the
practice/doctor. This will be marked valid/invalid only after Practo support
team validates the authenticity of the claim.
o b.Patient says she/he was extremely ill to visit the doctor (This
will be a one-time consideration only)
 5. If a patient has a history of repeat PNS, patient’s account can be
temporarily disabled from booking further online appointments on
Practo.com, even on 1st or 2nd instance of PNS.
 6. All refunds with respect to PNS for a pre-paid appointment shall be
at the discretion of the doctor and Practo has no role with respect to such
refunds.
 7. Practo reserves the right to make the final decision in the case of a
conflict. The total aggregate liability of Practo with respect to any claims
made herein shall be INR 200.
 8. Practo reserve the right to modify the above mentioned terms from
time to time.

7. Prime benefits standard policy for Practitioners

Practo’s mission is to help billions of people live healthier and longer lives by
making quality healthcare affordable and accessible to all. In pursuit of this
mission, we aim to offer an exceptional experience to both patients and
healthcare practitioners on our platform. The prime benefits program aims to
improve the user’s overall experience and the establishment/institution,
including its designated practitioners earmarked for Practo Prime.
As per the Prime benefits program, the Practitioner commits to offer one or
more of the following benefits to the patients booking appointments through
the Practo website or app:
1. Wait time will be within the limit as mentioned on Practo.
2. Consultation fees charged by the Practitioner will be the same as
published on Practo.
3. The location of the Practitioner will be the same as published on
Practo.
4. Consultation with the same medical practitioner (in an organization or
institution), with whom the appointment was booked on Practo.
The program offers an enhanced listing card with a Prime badge to the
Practitioners, who commit to offer the above-mentioned benefits to the
users on the Practo app or website.
To enrol for the Prime benefits, please contact the sales representative in
your area or request a free demo
Please note: This program is valid only for practitioners in select
cities.
For the Practitioners who have enrolled for Prime benefits, the below-
mentioned policy is applicable.
These guidelines and terms and conditions must be read in conjunction with
the Practo Terms & Conditions. In case of any inconsistency between the
two, Practo Terms & Conditions should prevail unless explicitly mentioned
here.
Guidelines
Practitioners that have signed up to be part of the Prime benefits program
must ensure the following:
1. Check that the individual Practitioner's data such as qualification,
services offered, etc. on Practo is correct and up to date at all times.
2. Uphold the assurances guaranteed to the users set at the time of
booking of the appointment.
3. Practitioners offering wait-time promise to the users should comply
with the following policies:
o The wait time for the user should be within the limit committed
by the Practitioner, upon enrolling for Prime benefits. Wait time is
defined as the duration from the appointment time to the start of
consultation by a doctor.
o Communicate to the User about any expected delay/cancellation
at least 2 hours before the scheduled appointment time*.
4. Ensure fees mentioned on Practo is the same as being charged at the
Practitioner's establishment. In case of change in the fees, the same
should be updated on Practo* or should be brought to the notice of
Practo via email sent to support@practo.com.
5. Ensure the location of the Practitioner's establishment as mentioned on
Practo is accurate; fault tolerance is 75 meters or less from the location
specified on Practo. In case of the location change, the Practitioner
should inform all pending appointments about the location change and
update the location mentioned on Practo.
6. Practitioners offering preferred doctor meets you promise to the Users
should comply with the following policies:
o Ensure that the User consults the same individual medical
practitioner (in an organization or institution) with whom the
appointment has been made via the Website. If this is not possible
due to an individual's unavailability, the appointment should be
cancelled or rescheduled to another time beforehand.
o Communicate to the User about any expected delay/cancellation
at least 2 hours before the scheduled appointment time*.
o Update the practitioner's Practo Profile and calendar in the
following cases:
 Any scheduled closure* of the clinic/hospital, e.g. on
festivals; and, blocking calendar* on personal holidays.
 Transfer of resident/consulting practitioners to another
establishment*.
 Change in Practitioner's consultation timings*.
*The features to perform these actions are available on Practo Ray, Practo
Profile and Qikwell by Practo. For details on these, please feel free to reach
out to us at support@practo.com or +91 8880588999.
Exceptions to the Guidelines
We completely understand and respect the complexity of the medical
profession, and therefore consider the following exceptions(where a
healthcare practitioner was unable to follow the above guidelines):
1. If the user is consulted by a different practitioner followed by the one
with whom the appointment was booked, it is not considered non-
compliance.
2. In case the user reported post the appointment time, only location
accuracy will be guaranteed.
3. The location mentioned on Practo is within 75 meters of the actual
physical location of the establishment.
Non-compliance to the Guidelines
Non-compliance cases are kept in the record as and when reported to Practo
via users as per the Prime benefits policy or are otherwise discovered by
Practo by independent verification. All non-compliances reported by users
are verified by Practo's team with both, the Practice owner and the user.
Each inbound and verified non-compliance case received by Practo will be
communicated to the clinic/hospital/practice owner via Email at the practice
owner’s registered email ID.
Non-compliance cases lead to poor user experience and may negatively
impact the reputation of the Practitioner, therefore Practo may in such
instances deactivate both 'Book' and 'Prime benefits' facility, as applicable to
assist the Practitioner to become well-versed with the guidelines and ensure
they are comfortable using the features associated with it. However, while
the Prime benefits and Book facilities are deactivated, the users would still
be able to connect with the Practitioner through the 'Call' facility and the
provider(s) will not be eligible to provide Prime benefits to the user.
What counts as non-compliance?
Prime benefits assure patients of guaranteed meeting the doctor of their
choice within the committed wait time. The repeated occurrence of the
following instances hamper the patient experience and count as non-
compliance:
 Doctor-No-Show: When the doctor is not available at the
clinic/hospital for a confirmed appointment.
 Doctor-led cancellations: Repeated instances of confirmed
appointments being cancelled by the doctor/clinic/hospital.
 Poor Patient Happiness Score: Providing an excellent patient
experience has been a joint mission for us and our doctor partners.
Patient happiness Score helps us measure how satisfied patients are with
their appointment experience at the clinic or hospital. A score below 80%
reflects poor patient experience.
Non-compliance policy
 Frequency

Type of (within a 30-

non- day rolling

compliance period) Action

 Informing the Practice owner about the unavailability of the
Doctor-No-
1st case doctor at the clinic
Show  Sharing policy guidelines for Prime Book
 Informing the Practice owner about further action
 Pausing the Prime Campaign
 Disabling Book button for the entire practice, including all
Doctor-No-
2nd case doctors
Show  Sending an email to confirm and collect assurance on agreed
T&C
 Unpausing the Prime campaign after assurance is provided
 Deactivating Book button indefinitely for the practice
Doctor-No-
3rd case  Refunding the refundable amount of the wallet back to the
Show Practitioner
 Informing the Practice Owner about the doctor-led-
Doctor-led cancellations count
cancellatio 3rd case  Providing guidance regarding blocking and unblocking slots,
marking No-shows
n
 Sharing policy guidelines for Prime Book
 Informing the Practice Owner about the DLC count affecting
their Prime Campaign
Doctor-led  Pausing the Prime Campaign
 Disabling Book button for the entire practice, including all
cancellatio 5th case doctors
n  Sending an email to confirm and collect assurance on agreed
T&C
 Unpausing the Prime campaign once the assurance is provided

Doctor-led  Deactivating Book button indefinitely for the practice

cancellatio 7th case  Refunding the refundable amount of the wallet back to the
Practitioner
n
 Informing the Practice Owner about their Patient Happiness
Patient <80% score
Score and Feedback
Happiness and 3+ low  Sharing policy guidelines around Prime Book
Score PHS ratings

due to high
 wait time OR

doctor

unavailability

or high

consultation

fee in the last

30 days.

Subsequent

1+ low PHS
rating due to

high wait time

OR doctor

unavailability

or high

consultation

fee.  Informing the Practice Owner about the score and Feedback
Patient OR  Pausing the Prime Campaign
 Sending an email to confirm and collect assurance on agreed
Happiness If the PHS of T&C
Score the practice  Unpausing the Prime Campaign after assurance is provided
 Monitoring the score for the next 7 days and next 3 Feedback
remains

below 80%

for a

continued

duration of

more than 30

days from the

1st

intervention.
 Deactivating Book button indefinitely for the practice
Patient Subsequent
 Refunding the refundable amount of the wallet back to the
Happiness 1+ low PHS Practitioner
 rating due to

high wait time

OR doctor

unavailability.

OR

If the PHS of

the practice

remains
Score
below 80%

for a

continued

duration of

more than 30

days from the

1st

intervention.
Note
1. All numbers in the table above are computed on a Practice-level. This
means one case of non-compliance by an individual doctor at the
practice will be considered as one case of non-compliance for the entire
practice.
2. The number of non-compliance cases is calculated after excluding
exceptions mentioned in 'Exceptions to the Guidelines'.

8. Medicine info terms

Practo Information System on medicines and other medicinal
products

This feature is an information source on medicines and/or medicinal products and

concentrates on providing information (critical or otherwise) required for understanding
such information including but not limited to the: components or elements used in the
manufacturing of such medicines and/or medicinal products,

a. the side effects that may be caused or arise owing to the use of the medicines
and/or medicinal products,
b. the alternative medicines/medicinal products that may be used for certain type
or category of medicines/medicinal products
c. symptoms and associated medicines/medicinal products generally administered
in such cases.

1. For Users:
a. You understand that any information provided under this feature is not
intended to serve as a substitute for clinical advice and should not be
relied upon while making treatment related decisions. You are hereby
notified that the medicines and/or medicinal products related information
differs from country to country and varies from region to region and
hence the information/content published herein is India specific and
neither Practo nor the content owner is responsible for the applicability of
the content outside India. Practo provides information here on an ‘as is’,
basis and not with an intention to replace consultation with a qualified
medical practitioner.
b. Practo has used commercially reasonable efforts to source the information
from reliable databases, however, you understand that the information
contained in this feature is brought to you from open source platforms
and third party sites/research reports. Practo shall not be responsible or in
any manner be liable for the accuracy of the information or for any errors,
omissions or inaccuracies contained herein irrespective of the reason for
the cause of such occurrence, or for any consequences arising therefrom.
The inclusion or exclusion of any medicines and/or medicinal products
does not mean that Practo advocates or rejects the use of a particular
medicine and/or medicinal product listed herein.
c. You understand that the information on medicines and/or medicinal
products contained herein does not constitute an offer or invitation or
advise to use the same. The information on medicines and/or medicinal
products provided hereunder should not be relied upon in connection with
any decision to self-medicate. It is suggestible that you always consult a
medical practitioner at all times prior to relying upon any information set
out herein.
2. For Practitioners:
a. Practitioners agree and acknowledge that Practo does not make any
representation or warranty and does not guarantee the accuracy and/or
legitimacy of any information or content provided vide the feature
mentioned herein.
b. The feature herein acts as an information source only and not as a
database of medical prescription, and thus, does not warrant or confirm
the validity, accuracy, completeness, safety, usefulness, reliability,
legality, quality and/ or the applicability thereof. The Practitioners
understand that any information provided under this feature is therefore
not intended to serve as a substitute for clinical judgement and agrees to
use his/her discretion while relying upon the same for treatment related
advice, decisions or otherwise.
c. Practo does not represent or warrant that the information provided herein
will meet with the requirements or expectations of the Practitioner and
that any content, material or results that may be obtained from use of
information provided under the said feature will be accurate, timely,
 complete, reliable, genuine and that any errors with regard to the same
will be correct at all times.
3. Disclaimer:
a. The content/information provided herein, regarding medicine and/or
medicinal products including but not limited to dietary supplements etc.,
have not been evaluated or approved by the Drug Controller of India or
any other statutory body.
b. THE INFORMATION PROVIDED UNDER THIS FEATURE IS BROUGHT TO
THE VIEWERS ON AN, "AS IS" AND "AS AVAILABLE" BASIS, WITHOUT
ANY WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. PRACTO
EXPRESSLY DISCLAIMS ALL WARRANTEES OF ANY KIND, WHETHER
EXPRESSED OR IMPLIED, STATUTORY OR OTHERWISE, INCLUDING,
WITHOUT LIMITATION, IMPLIED WARRANTIES OF MERCHANTABILITY,
FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, SECURITY,
ACCURACY OR COMPLETENESS OF THE INFORMATION PROVIDED
HEREIN. PRACTO ALSO EXPRESSLY DISCLAIMS ANY AND ALL LIABILITY
TO ANY PERSON WHOSOEVER IN RESPECT OF ANY LOSS, DAMAGE,
DEATH, PERSONAL INJURY OR OTHER CONSEQUENCES WHATSOEVER,
HOWSOEVER CAUSED OR ARISING HEREUNDER, BY THEIR USE OF OR
RELIANCE UPON, IN ANY WAY, TO THE INFORMATION CONTAINED
HEREIN.
4. Limitation of Liability.

In no event, shall Practo be liable to you for any lost or corrupted data,
downtime, lost profits, business interruption, replacement service or other
special, incidental, consequential, punitive or indirect damages, however caused
and regardless of theory of liability, including without limitation negligence and in
no event shall the total aggregate liability of Practo, for all claims arising out of
or under these terms and conditions, exceed INR 1000 (Indian Rupees One
Thousand only).

5. Change or modification: 

Any reference to any medicines and/or medicinal products thereof, is subject to

change/modification depending upon the applicable laws/technical/medical
updates. These, changes or improvements to such medicines and/or medicinal
products may be made at any time without notice.

6. Hold harmless:
a. The use of the feature herein and the content is at the viewer’s sole risk
and consequence. Practo shall not be responsible for the results of
viewer’s decisions resulting from the use of this feature.
b. The viewers/Users/Practitioners hereby release and agree to hold
harmless Practo, its affiliates/group companies, its directors, officers,
employees, agents, successors, advisors, consultants, representatives,
and assigns from any and all claims, losses, related suits, actions,
proceedings, investigations, judgments, deficiencies, damages,
settlements, liabilities, reasonable legal fees and expenses incurred, by
 the viewers/Users/Practitioners arising due to the negligence or
misconduct of viewers/Users/Practitioners or due to the access of or
decisions taken on the information provided herein.
7. Third Party Links:

to may provide links to third party websites or external websites/internal servers

or resources including advertisements by others. Practo has no control over such
sites and the information provided in them. Practo does not recommend and
does not endorse the content on/ofany third party websites including that of
advertisers. Practo is not responsible or liable for the content of these external
sites nor does it endorse, warrant or guarantee the accuracy, genuineness,
reliability offered or advertised on the products, services or information provided
by such third party websites.

8. Payment: 

The prices mentioned with respect to the medicines/drugs are for indicative
purposes.

9. Order terms and conditions

Terms and conditions

The Terms contained herein, form an integral part of the Practo Terms and should be read with the
Practo Terms. In case of inconsistencies between the Practo Terms and the Terms contained
herein, Practo Terms shall prevail.

How it works:

Customer adds medicine he/she is interested in ordering, through the Practo app, by logging in
through the Practo user id, uploads prescription for ordering the medicine, specifies the delivery
location and places the order. The pharmacy receives the request and prescription on their software.
The pharmacy then verifies the order placed and the prescription uploaded, upon there being a stock
starts processing the order once indicated to Practo by pharmacy, Practo may inform the customer
about the availability of the medicine or whether the medicine can be delivered to the particular
location at the time slot requested for.

We understand that you are over eighteen (18) years of age and are accessing this feature on the
app, after having read Section 2 of these Terms. We are not liable in case, you have shared your
login id and password and a third party is placing order on behalf of you. You shall be solely liable
for all the mishaps caused from the usage of your account with Practo.com.
If you are the parent/legal guardian/authorised person for the patient disclosed herein, you affirm
that you are over the age of majority, and have full authority to sign for and provide the above
representations to the pharmacy/ Practo and/or its affiliates on the Patient's behalf.

On our app a Caregiver can order prescription medicines on your behalf. Practo requires either you
or your nurse/caretaker (“Caregiver”) to confirm he/she is completely aware of the indications, side
effects, drug interactions, effects of missed dose or overdose of the medicines he/she orders from
us. It is imperative to seek professional advice from your physician before purchasing or consuming
any medicine from Practo.

Medication available only upon providing Prescription

Practo, takes all precautions to strictly abide by the laws and regulations set forth in the dispensing
of prescription medications. By placing the order for your prescription medicines, you acknowledge
and accept the following terms regarding the purchase of any prescription medicines.

Practo will not dispense any prescription medication without a valid prescription from a licensed
physician. Also, before you can choose the low-cost generic option in the app, please ask your
doctor to add the generic drug to your prescription.

Practo may, at its discretion, share your prescription and other pertinent information with a third-
party network of certified medical doctors.

If you are ordering prescription medication(s), you hereby confirm that you will send us a scanned
copy of your valid prescription(s) and this prescription shall then be subject to the scrutiny of and
approval by our qualified pharmacists.

The drug information provided is for informative purposes only and this app is not intended to
provide diagnosis, treatment or medical advice. We are not liable for any adverse effects or harm to
you as a result of your reliance on the information in the Website.

By your use of the services, you acknowledge that such use is at your sole risk, including
responsibility for all costs associated with all necessary servicing or repairs of any equipment you
use in connection with these services.
As partial consideration for your access to our services and use of the content, you agree that Practo
is not liable to you in any manner whatsoever for decisions you may make or your actions or non
actions in reliance upon the content.

Price and Payment

There are options of ‘cash on delivery’ and ‘payment by card’ on delivery. Sometimes we could add
discounts, but this could change from time to time.

All our product prices include all applicable statutory taxes, fees and subject to availability.

We make every effort to make sure that the pricing and availability of products on the app is
accurate and up to date. However, rarely, there may be an error on the pricing of a product or an
error related to product availability. In such cases, we are not responsible for any typographical
errors and we reserve the right to cancel the sale.

We reserve the right to correct any inaccuracies or omissions related to pricing and product
availability/descriptions, even after you have submitted your order, and to change or update any
other information at any time without prior notice.

We are not charging for delivery, however, watch out for the space because the Terms and
Conditions are subject to change. Delivery times may vary depending on the shipping destination.

Please note that delivery times are estimates only and are not guaranteed, due to circumstances out
of our control. You can make the payment via any one of the following methods of payment:
Credit/Debit Card, Net Banking or Cash on Delivery

Credit/Debit Card and Net Banking Payments are processed via our online payment service
partners.
Terms of Sale

Practo may accept or decline any order placed by a Customer in its absolute discretion without
liability to you. We reserve, the right to discontinue any programme or offer on the app/website.

We reserve the right, without prior notice, to limit the order quantity of any medicine/such other
products.

We acknowledge and you agree that you have fully and accurately disclosed your personal
information and personal health information and consent to its use by the pharmacy, Practo and/or
its affiliates. You confirm that you have had a physical examination by a physician and do not require
a physical examination.

You understand that all products shall be sold & dispensed by a registered pharmacist.

If you are the patient/parent/authorised person on behalf of the patient, you authorise and appoint
the pharmacy/ Practo and/or its affiliates, as your attorney and agent, to take all steps, sign all
documents and to act on your behalf as if you were personally present and acting for yourself for the
limited purposes of (a) obtaining a valid prescription for any prescription which you have sent the
pharmacy; and (b) packaging your prescriptions and delivering them to you.

By making purchase through our app, you hereby authorise Practo and/or its affiliates to ship the
order by post/courier to your designated location. This authorisation shall include, but not be limited
to: collecting and using your personal and personal health information as reasonably necessary for
the fulfillment of your order.

We do not provide, Schedule X drugs and Schedule H are provided only on prescription. However,
the same shall be provided to you solely at our discretion and we have the right to cancel orders
should there be any unsuspected activity in the volume/quantity of medicine placed and the
frequency as well.

Your information, i.e. prescription when uploaded while placing an order for medicines, shall be
made available to our pharmacies and our delivery guys for the purpose of sourcing the medicine
and having it delivered to you.
Practo reserves the right to set quantity-per-order limits on any and all items sold on these the app.
Practo may also limit the item quantity available to any single person or household over a given
period of time. These restrictions may be applied to orders using the same credit card or billing or
shipping address.

Practo is an e Commerce platform, we only provide technology to ensure users can order medicines
and deliver them to you. Should there be any issues with regard to the same then Practo shall not be
liable because Practo is neither the manufacturer nor the pharmacist selling the same. We are not
the manufacturers of the medicines and all the orders are merely routed for delivery by us through
our representatives or agents and shall not be liable for any mishaps.

A substitute will only be made in the event an item is out of stock and the identical brand and product
is available in a form that is of equal or greater value, e.g. larger quantity, packaged with a trial
sample, updated product packaging, etc. A product substitution will occur at no extra cost and, if the
substituted item is less expensive than the original item, the lower price will be charged.

Use of Information on the app/website

The information provided on the app/website or through our services is intended for informational
purposes only, and is not intended to diagnose, treat, cure or prevent any disease.

We do not endorse any views or opinions that may be included in the app/website content, or other
information provided through our app/website. Your submission of questions or reviews on our
Products does not constitute a professional relationship between you and Practo.

We provide link to third-party websites, our online payment service partners, which process your Net
Banking and Credit/Debit Card payments, respectively.

Referral Credits

If you share your code with a friend, and when the order is placed and successfully delivered, then
you shall be provided with referral credit, as per our marketing campaigns/referral credits we are
offering online. Credit points are provided at our discretion and not yours and we could remove
anytime. One (1) credit point is equivalent to One (1) rupee, and can be used only on Practo order.
Disclaimer

We provide content on our app, but they do not, contain information about all medical conditions and
not all information could be applicable to your personal circumstances. The content is not intended
for diagnosis and should not be used as a substitute for consultation with your physician. We do not
warrant content to be accurate, complete or current. Practo is a distributor of such content and not
its publisher. Our third party suppliers may express certain opinions or provide certain information
and offers. The content we make available, whether it is about the products/services, have been
provided on an “as is” and “as available” basis without warranty of any kind, whether express,
implied or statutory. Practo makes no warranties as to the completeness, accuracy, timeliness, or
reliability of information or offers supplied by third parties and published by Practo. Practo does not
guarantee or warrant the performance of any third party, including any such third party's
conformance to any law, rule, regulation or policy. To the full extent not precluded by applicable law,
we disclaim and exclude all warranties with respect to all services, information and/or products
contained on these services, or linked hereto (collectively throughout, “content”), express, implied or
statutory.

This disclaimer includes, but is not limited to, any and all warranties of merchantability, fitness for a
particular purpose and non-infringement.

We expressly disclaim liability for technical failures, incomplete, scrambled or delayed transmissions
and/or technical inaccuracies, as well as unauthorized access of user transmissions by third parties.

Practo reserves the right to limit quantities on all items. Each advertised item must be readily
available for sale, unless specifically noted on these services will not issue a rain check or place a
backorder for items that are out of stock.

We take all reasonable care to ensure the availability of the A substitute will only be made in the
event an item is out of stock and the identical brand and product is available in a form that is of equal
or greater value, e.g. larger quantity, packaged with a trial sample, updated product packaging, etc.
A product substitution will occur at no extra cost and, if the substituted item is less expensive than
the original item, the lower price will be charged.

We function 24 hours every day, 365 days per year. However, the app/website may become
temporarily unavailable due to maintenance, server or other technical issues, or for reasons beyond
our control. We do not warrant uninterrupted access to this app/website or any linked website.
However, we may, but shall not be obliged to, issue a notice when we know of scheduled
maintenance of our app/website.
Cancellation

Orders can be placed from anywhere, however we do deliveries inside Bengaluru and that too in
selected locations and not necessarily all locations, , Very soon, we would be available at other
locations too.

Orders are taken with prescription, without which all orders shall be cancelled.

If, order delivery fails multiple times then it is failure of order.

We have the right to cancel the order if we have not received the prescription for the order.

Returns and Refund Policy

At Practo.com, we do our best to ensure that our customers are completely satisfied with our
products and we are happy to issue a full refund based on the conditions listed below:

Returns are possible if:

a. For orders of medicines. If eligible for return under the returns policy, the products can be returned
within 30 days from the date of delivery

b. For orders of health products. If eligible for return under the returns policy, the products can be
returned within 7 days from the date of delivery

To return a product, the customer needs to reach out to the Customer Support team
at https://help.practo.com/. The Customer support team will assess the genuineness of the claim and
accordingly initiate a return if found valid.

Note:
1. Please keep the product in its original packaging with all the labels intact.

2. Please keep the copy of the invoice also ready for verification.

3. The refund for the returned items will be processed once the product reaches our warehouse
which meets the eligibility of returns policy.

Eligibility of Return and Refund:

The product will NOT qualify for return and refund if:

a. If the product has been opened (even if partially), partially used or if the product packaging has
been damaged or tampered with.

b. If the product is a non-returnable product. Note: All our cold-chain and and specialty products
(products related to Oncology, nephrology, critical care and neurology, infertility, hematology,
hepatology, and cardiac care ) are non-returnable.

c. If the product comes bundled with accessories or freebies that are not provided with it while
returning.

d. If the product does not have the associated Serial Number / barcode that was present at the time
of delivery

Eligibility of Refunds:

The product will quality for refund if it meets the following one or more criteria:
a. The ordered item(s) is/are lost or damaged during transit or is delivered in a tampered state
(subject to photographic / other proofs establishing the said tampering);

b. The ordered item(s) is/are past its expiry date at the receipt period.

c. The ordered item(s) is/are returned by the customer in acceptable physical condition.

Please note:

Refund will be completed within 7 to 10 working days to the original mode of transfer or to your
account in case Cash-on-Delivery was selected as payment method. Practo has no control over the
bank’s refund processing time.

Request a Refund:

To request a refund, simply email us your order details, including the reason why you’re requesting a
refund. You could also reach out to the Customer Support team at https://help.practo.com/. We take
customer feedback very seriously and use it to constantly improve our quality of service.

Limited period offer: Guaranteed availability promise (“Offer”)

How does it work? User places an order with Practo for the medicine with prescription (“Medicine/s”),
on the platforms owned by Practo, such as website, android application, iOS application (“Practo
Platform”). If Practo is unable to find the Medicine/s and the user is able to procure the same
Medicine/s elsewhere in the market instead, user shall be entitled to a reward in terms of Practo
credits* subject to the terms and conditions set out herein.

1. Offer is valid only on the set Medicine/s which require a prescription

2. Offer is not available on repeat order for the same Medicine/s, especially after Practo having
communicated the unavailability of the same.
3. User should have tried ordering the Medicines on Practo Platforms and Practo should have
explicitly communicated to the user their inability to source the Medicine/s.

4. Offer is strictly applicable to users whose delivery address is in JP Nagar, Bengaluru with the
following pin codes only: 560078, 560108.

5. Offer is applicable only if the Medicine/s is legally available for sale in the market.

6. Offer will not be available where Practo has communicated to the user that Practo is able to
source the Medicine/s, but in a time frame greater than 24 hours.

7. The user should be able to show proof that the medicine that was not available on Practo instead
was available in the market, by producing valid invoice for the Medicine/s purchased, after the date
of Practo mentioning that the Medicine/s were not available on their platform, from the source the
user purchased the Medicine/s.

8. In the event that Practo is unable to source the Medicines for the user, the amount compensated
to user by Practo will ONLY be in terms of Practo credits, that the user can utilize to order other
medicines/medicinal products on Practo. The number of Practo credits, added to the user’s account
will be equivalent to the lesser of either: (i) complete value of the Medicines that the user ordered on
Practo or (ii) value equivalent to the prescribed quantity of the Medicine on the prescription or a
month’s worth of the Medicine (whichever is lower).

Please note, in the event of any conflict, Practo shall be the sole judge in awarding the refund in
terms of Practo credit points to a user. Practo shall at its sole discretion decide whether or not to
award the credit points to a user, if the user has misused the Offer or has not followed the terms and
conditions of the Offer set out herein or has misused the Offer.

10. Diagnostics terms and conditions

Diagnostics Terms and Conditions

 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 online.

1. Information shall be collected from you shall include but does not limit
to:
a. Your Name,
b. Your date of birth,
c. Your prescription (if applicable),
d. Your test details,
e. Your gender,
f. Name of the doctor who prescribed the tests (if applicable),
g. Your email id,
h. Your address,
i. Your phone number,
j. Your financial information and such other details as may be required from
time to time.

2. Other Terms:
a. 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.
b. 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.
c. You understand that, Practo 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 medical decisions.
d. 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.

3. Qikwell Home Collection Services:

a. These Phlebotomy Services Terms and Conditions (“PS T&C”) shall be
applicable to patients providing samples for testing/Practo Users availing home
collection services (“Sample Providers”) provided by Qikwell Technologies India
Private Limited (“Qikwell”) through qualified phlebotomists (“Technician/s”);
b. 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.
c. The Sample Providers may be required to provide a valid proof of
identification to the Technician.
d. In the event the Sample Provider is not a user of the platform operated by
Practo Technologies Private Limited (‘Practo’) and is providing information and
seeking home collection service by not using the Practo platform, such Sample
Provider hereby consents to his/her information being entered on Practo platform
and becoming a Practo user (‘Practo User’).
e. The Sample Provider explicitly provides consent to the Technician/Qikwell
for collection of the requisite samples from the Sample Provider.
f. The services provided by Technician and Qikwell are for the purpose of
enabling diagnostic discovery of patient’s condition for which the relevant test/
procedure is prescribed/ recommended, and for no other purpose.
g. Qikwell shall use the Practo platform to enable booking of appointments
for home collection of samples by Technician, delivery of reports and such related
services.
h. The process of home collection shall be conducted by the Technician as
per Qikwell Standard Operating Procedures and policies. However, in the event any
Sample Provider has a special request, the same may be communicated to Qikwell at
the time of booking the appointment so that Qikwell and Technician are enabled
appropriately to handle the said request.
i. The invoice will be provided to the Sample Provider online by Qikwell
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).
j. 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
care@practo.com.
k. In case of any deficiency of service by Qikwell/ Technician, where such
deficiency is attributable to Qikwell/ Technician, Qikwell shall perform the home
collection service free of cost for the Sample Provider or provide Practo cash (i.e.,
credits that can be utilized for other services on Practo platform) for the amount
payable for the service/ test availed, to the Sample Provider. The said determination
shall be at Practo’s sole and absolute discretion and Practo’s decision in this regard
shall be final and binding on the Sample Provider.
l. 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 Qikwell/
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;
Practo 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.
m. All the information provided by Sample Providers shall be accurate and
authentic. It is explicitly clarified that Practo 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, Qikwell/ Practo
reserves the right to refuse providing services to the Sample Provider.
n. All the information provided by Sample Providers shall be dealt with in
accordance with the Practo Terms and Conditions and Privacy Policy.
o. All general Practo Terms and Conditions shall govern the PS T&C to the
extent applicable. Decision of Practo is final and binding on the issues arising under
the PS T&C and Practo Terms and Conditions.
 p. 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 modified.

4. Diagnostic Test Booking with referral code

a. Referral code is applicable only on services paid online and home sample
test bookings.
b. 25% discount will be applicable on a min order value of Rs. 400/- (INR
four hundred), with maximum discount being Rs. 350/- (INR three hundred fifty).

5. Refund Policy/Cancellation:
a. 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: support@practo.com
b. 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.
c. 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 Practo there is
a genuine reason for such no show, in which case Practo may at its discretion decide
to reimburse such amount.

6. Reach out to us:

a. Should you intend to request stopping of notifications, you can do so, by
sending mail request to support@practo.com.
b. Should you have any recommendations or such other requests, you could
reach out to us at support@practo.com.