Terms and Conditions

These terms and conditions (“Terms and Conditions”) is a legal agreement between you - the user (“You(r)” or “User”) and Medlife Wellness Retail Private Limited (hereinafter “Medlife”), a company incorporated under the Companies Act, 2013 (“Medlife”, “We/us”) and governs your use of Medlife.com website and the mobile application(s), owned and provided by Medlife (hereinafter “Medlife Platform”) and all products and services provided by Medlife through Medlife Platform. 

THESE TERMS AND CONDITIONS, READ WITH THE PRIVACY POLICY AND WALLET TERMS AND CONDITIONS, ARE AN ELECTRONIC RECORD UNDER THE INFORMATION TECHNOLOGY ACT, 2000, AND THE RULES MADE THEREUNDER AND THE AMENDED PROVISIONS PERTAINING TO ELECTRONIC RECORDS UNDER VARIOUS INDIAN STATUTES AND IS ENFORCEABLE AGAINST YOU UNDER LAW BY WAY OF YOUR ACCEPTANCE HEREOF.  MEDLIFE MAY MODIFY THESE TERMS AND CONDITIONS AND ANY OTHER DOCUMENTS INCORPORATED BY REFERENCE HEREIN AT ITS SOLE DISCRETION FOR COMPLYING WITH THE EXTANT LEGAL AND REGULATORY FRAMEWORK AND FOR OTHER LEGITIMATE BUSINESS PURPOSES, AT ANY TIME, AND MEDLIFE WILL POST THE AMENDED TERMS OF USE WITH OR WITHOUT ANY NOTIFICATION TO YOU ON THE MEDLIFE PLATFORM. IT IS YOUR RESPONSIBILITY TO REVIEW THE TERMS AND CONDITIONS FOR ANY CHANGES AND YOU ARE ENCOURAGED TO CHECK THE TERMS AND CONDITIONS FREQUENTLY. YOUR USE OF THE MEDLIFE PLATFORM FOLLOWING ANY AMENDMENT OF THE TERMS AND CONDITIONS WILL SIGNIFY YOUR ASSENT TO AND ACCEPTANCE OF ANY REVISED TERMS AND CONDITIONS. IF YOU DO NOT AGREE TO ABIDE BY THESE OR ANY FUTURE TERMS AND CONDITIONS, PLEASE DO NOT USE OR ACCESS THE MEDLIFE PLATFORM.

These Terms and Conditions consists of Part A and Part B. Part A contains General Terms applicable to your use of Medlife Platform and the Services provided by Medlife through the Medlife Platform. Part B contains Service Specific Terms which are applicable to each specific Service in addition to the General Terms. 

Please note that all charges, discounts, benefits and other monies associated with provision of Services (as defined below) through the Medlife Platform and particularly in relation to, including without limitation, delivery and packaging charges, additional delivery charges for availing Express Delivery Services (as defined below), cancellation charges, Minimum Order Value (as defined below), referral reward discounts, e-cash benefits, etc., shall be provided on the Medlife Platform for Your reference and may be revised by us from time to time. Such information, as revised from time to time, shall be applicable and binding as on the date of confirmation of Your order placed through the Medlife Platform. You are advised to check such information on charges, discounts, benefits and other monies on a regular basis and prior to placement of any order(s), and Medlife shall not be held responsible or consequently liable in any manner whatsoever, in case You fail or neglect to do so. 

PART A: GENERAL TERMS

Services.

You may use the Medlife Platform to avail the services offered by the Medlife (“Services”), which may include without limitation:

  1. Prescription Orders. You may purchase prescription medicines, over the counter medicines and other health products (“Products”) through the Medlife Platform;

 

  1. E-Consultation. You may use the Medlife Platform to avail online medical consultancy services from various medical practitioners made available by Medlife; and

 

  1. Diagnostic Services. You may place request for Diagnostic Services on the Medlife Platform. These Diagnostic Services are provided either by Medlife through diagnostics labs operated and maintained by Medlife or third-party diagnostic labs engaged by Medlife for the purpose of Diagnostic Services. 

Your use of any of the Services specified above shall be subject to such Service specific terms as further prescribed under these Terms and Conditions. 

You acknowledge and agree that Medlife retains the right to constantly update and improve its Services, including adding or removing functions, features, requirements, suspension or stopping a Service all together.  

Professional Standards

Medlife services are rendered either from its own licensed premises or from the licensed premises of its associates / network pharmacies which are undertaken under strict supervision of the qualified and registered pharmacists. All pharmacists are bound by codes of professional ethics and conduct. 

Privacy.

Your privacy and that of any other person whose information you provide to us is important to us. Please see our privacy policy available at our website (“Privacy Policy”) for details of what information we collect and how we will use and protect it.

Eligibility to use.

You must be 18 years of age or older to visit or use the Medlife Platform in any manner. By visiting the Medlife Platform or accepting these Terms and Conditions, You represent and warrant to Medlife that You are 18 years of age or older, and that You have the right, authority and capacity to use the Medlife Platform and agree to and abide by these Terms and Conditions. You also represent and warrant to Medlife that You will use the Medlife Platform in a manner consistent with any and all applicable laws and regulations in addition to these Terms and Conditions.

Registration.


You need not register on the Platform to visit and view the content. However, You will be required to register on the Medlife Platform by creating a password-protected account (“Account”) in order to use the Services. We are not under any obligation to accept a request for registration and reserve the right to refuse your registration. By registering to use the Medlife Platform and creating and Account you confirm that the information you provide during the registration process is accurate and complete. You agree to update your Account details promptly if there are any changes. All registration information you provide will be kept secure and processed in accordance with our Privacy Policy.

During the registration process, you may be allocated, or invited to choose, your own username and password which will be unique to you. You are responsible for keeping your Account Information, including your username and password confidential and for ensuring that they are not used by any other person.

Offers, promotions, software and downloads.

Medlife and other third parties with whom we have a business relationship may occasionally promote their goods or services on the Medlife Platform or through other direct marketing initiatives or may make products, services software and other materials available for you to purchase or download (“Third Party Promotions”). Whilst we try to encourage third parties to offer good quality products, services and materials at competitive prices we have no control over them or other third parties, we do not endorse such Third Party Promotions, or give you any assurance that such Third Party Promotions will be suitable for your needs. It is your responsibility to satisfy yourself in this regard and we have no liability in connection with such Third-Party Promotions. Further, all promotions made by Medlife are for limited period and subject to special terms and conditions as may be specified, which are in addition to these Terms and Conditions.

Ownership of materials and licence terms.

The Medlife Platform, including all materials and software on it, or provided to you through it are protected by copyright, trade mark and other intellectual property rights and laws throughout the world and are owned by, or are licensed to Medlife and/or third parties. You are permitted to display the materials on this mobile application on a computer screen and/or mobile screen and, save for restricted access documents, to download and print a hard copy for your personal use and for obtaining Services from us, provided you do not alter or remove any of the content or any part of the Medlife Platform without our express permission to do so and that you do not change or delete any copyright, trade mark or other proprietary notices.


You agree not to:

  • copy, reproduce, store (in any medium or format), distribute, transmit, modify, create derivate works from all or any part of the Medlife Platform or the materials or software on it, or provided to you through it without our prior written consent (which may be given or withheld in our absolute discretion);

  • use the Medlife Platform or any of the materials or software on it, or provided to you through it, for:

    • any unlawful purpose or in contravention of applicable law;

    • commercial exploitation without our prior written consent; and

    • any purpose or in any manner that may give a false or misleading impression of us, our staff or our services.

  • use, upload or transmit:

    • any material that is defamatory, offensive, obscene or otherwise unlawful, or which may cause offence or distress, or which may affect or infringe the rights of any other person;

    • any device, software, file or mechanism which may interfere with the proper operation of this website or our systems;

  • establish a link to the Medlife Platform from any other website, intranet or extranet site without our prior written consent

  • decompile, disassemble or reverse engineer (or attempt to do any of them) any of the software or other materials provided on or through the Medlife Platform;

  • do anything that may interfere with or disrupt the Medlife Platform;

  • encourage or permit others to do any of the above

You further agree that you will not publicly criticize, disparage, call into disrepute, or otherwise defame or slander the Medlife Platform or Medlife and any of its officers, directors, members or employees.


In the event that you do not comply with the above restrictions, any person affected by your actions may bring a claim against you. We will pursue a claim against you for any losses and costs (including legal costs) we may suffer as a result of your actions. In the event Medlife has reasons to believe that you have indulged in any of the activities specified above, we reserve the right to immediately suspend or terminate your Account and restrict your access to the Medlife Platform at our discretion. 

Links from this website/mobile application.

We may, from time to time, provide links from Medlife Platform to other websites that are owned and controlled by third parties. These links are provided only for your convenience and we have no control over and will have no liability in respect of those websites.

Surveys, Contests & Referrals


From time-to-time the Medlife Platform requests information from its Users via surveys or contests. Participation in these surveys, contests or referrals programs is completely voluntary and you have a choice whether or not to disclose any information requested. Information requested may include contact information (such as name and delivery address), and demographic information (such as postcode, age level). Contact information will be used to notify the winners and award prizes. Survey information will be used for purposes of monitoring or improving the functionality of the site. The terms and conditions for each survey and contest may differ or otherwise amended and cancelled at the sole discretion of Medlife.

Monitoring.


We may monitor activity and content on  the Medlife Platform and may take any action we consider appropriate if we suspect you may be in breach of these Terms and Conditions including suspending, attaching conditions to or terminating your access and/or notifying the authorities or relevant regulators of your activities.

 

Security.


We employ security technology as detailed in our Privacy Policy. However, Internet transmissions are never completely private or secure and there is a risk. Therefore, any message or information you send to us from the Medlife Platform may be intercepted and potentially read by others. We will have no liability in respect of any transmissions you send to us and you do so entirely at your own risk.

Accuracy of Information.


We take care to ensure that all information available on the Medlife Platform about our business, services and any products mentioned is accurate. However, these are continually developing and, occasionally, the information may be out of date. Medical, commercial and legal practice change frequently and the content on the Medlife Platform, in any form including any newsletters in other items offering guidance have been prepared for general interest only and are not a substitute for specific medical, legal or other professional advice and should not be read or used as such. For accurate up-to-date information you should contact us and/or your doctor directly.

Disclaimer.


YOU AGREE THAT YOUR USE OF THE MEDLIFE PLATFORM SHALL BE AT YOUR OWN RISK. TO THE FULLEST EXTENT PERMITTED BY LAW, MEDLIFE AND ITS OFFICERS, MEMBERS, DIRECTORS, EMPLOYEES, AFFILIATES AND AGENTS DISCLAIM ALL WARRANTIES, EXPRESS, IMPLIED, STATUTORY OR OTHERWISE, AND MAKE NO WARRANTIES OR REPRESENTATIONS IN CONNECTION WITH THE MEDLIFE PLATFORM, THE SERVICES OFFERED ON OR THROUGH THE MEDLIFE PLATFORM, ANY DATA, MATERIALS, CONTENT, RELATING TO THE QUALITY, SUITABILITY, TRUTH, ACCURACY OR COMPLETENESS OF ANY INFORMATION OR MATERIAL CONTAINED OR PRESENTED ON THE MEDLIFE PLATFORM. UNLESS OTHERWISE EXPLICITLY STATED, TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, THE MEDLIFE PLATFORM, THE SERVICES OFFERED ON OR THROUGH MEDLIFE PLATFORM, DATA, MATERIALS, SUBMITTED CONTENT, AND ANY INFORMATION OR MATERIAL CONTAINED OR PRESENTED ON MEDLIFE PLATFORM IS PROVIDED TO YOU ON AN “AS IS”, “AS AVAILABLE” AND “WHERE IS’ BASIS WITH NO WARRANTY, EXPRESS OR IMPLIED, OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT OF THIRD-PARTY RIGHTS. MEDLIFE DOES NOT PROVIDE ANY WARRANTIES AGAINST ERRORS, MISTAKES, OR INACCURACIES OF DATA, CONTENT, INFORMATION, MATERIALS, SUBSTANCE OF THE MEDLIFE PLATFORM, ANY UNAUTHORIZED ACCESS TO OR USE OF OUR SECURE SERVERS AND/OR ANY AND ALL PERSONAL INFORMATION AND/OR FINANCIAL INFORMATION STORED THEREIN, ANY BUGS, VIRUSES, TROJAN HORSES, OR THE LIKE WHICH MAY BE TRANSMITTED TO OR THROUGH THE PLATFORM, ANY INTERRUPTION OR CESSATION OF TRANSMISSION TO OR FROM THE PLATFORM, ANY DEFAMATORY, OFFENSIVE, OR ILLEGAL CONDUCT OF ANY THIRD PARTY OR USER, OR ANY LOSS OR DAMAGE OF ANY KIND INCURRED AS A RESULT OF THE USE OF ANY DATA, CONTENT, INFORMATION, MATERIALS, SUBSTANCE OF THE MEDLIFE PLATFORM OR CONTENT POSTED, EMAILED, TRANSMITTED, OR OTHERWISE MADE AVAILABLE VIA THE MEDLIFE PLATFORM. MEDLIFE DOES NOT ENDORSE, WARRANT, OR ASSUME RESPONSIBILITY FOR ANY PRODUCT OR SERVICE ADVERTISED OR OFFERED BY A THIRD PARTY THROUGH THE MEDLIFE PLATFORM OR FEATURED IN ANY ADVERTISEMENT. NOTHING CONTAINED ON THE MEDLIFE PLATFORM SHOULD BE CONSTRUED AS MEDICAL, COMMERCIAL, LEGAL OR OTHER PROFESSIONAL ADVICE. DETAILED PROFESSIONAL ADVICE SHOULD BE OBTAINED BEFORE TAKING OR REFRAINING FROM ANY ACTION BASED ON ANY OF THE INFORMATION OR MATERIAL CONTAINED ON THE MEDLIFE PLATFORM OR ANY COMMUNICATIONS PROVIDED TO YOU AS A RESULT OF YOUR REGISTRATION.

Liability.

A. IN NO EVENT SHALL MEDLIFE AND ITS OFFICERS, MEMBERS, DIRECTORS, EMPLOYEES, AFFILIATES AND AGENTS BE LIABLE TO YOU FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, PUNITIVE, CONSEQUENTIAL OR EXEMPLARY DAMAGES. WE WILL NOT BE LIABLE FOR ANY LOSS OR DAMAGE (IN CONTRACT, NEGLIGENCE OR OTHERWISE) WHERE (I) THERE IS NO BREACH OF A LEGAL DUTY OF CARE OWED TO YOU BY US; 

(II) THE LOSS OR DAMAGE IS NOT A REASONABLY FORESEEABLE RESULT OF ANY SUCH BREACH; 

(III) ANY LOSS OR DAMAGE OR INCREASE IN LOSS OR DAMAGE RESULTING FROM YOUR BREACH OF THESE TERMS AND CONDITIONS; (IV) ERRORS, MISTAKES, OR INACCURACIES OF DATA, MARKS, CONTENT, INFORMATION, MATERIALS OR SUBSTANCE OF THE MEDLIFE PLATFORM; OR (V) ANY BUGS, VIRUSES, TROJAN HORSES, OR THE LIKE WHICH MAY BE TRANSMITTED TO OR THROUGH THE PLATFORM BY ANY THIRD PARTY.

B. THE MAXIMUM AGGREGATE LIABIITY OF MEDLIFE ARISING OUT OF OR IN CONNECTION WITH THE MEDLIFE PLATFORM AND/OR THE SERVICES SHALL BE LIMITED TO THE COST OF THE PRODUCTS PURCHASED OR SERVICES AVAILED BY THE USER.

Indemnity and Release.

YOU AGREE TO DEFEND, INDEMNIFY AND HOLD HARMLESS MEDLIFE AND ITS OFFICERS, MEMBERS, DIRECTORS, EMPLOYEES, AFFILIATES AND AGENTS, FROM AND AGAINST ANY AND ALL CLAIMS, DAMAGES, OBLIGATIONS, LOSSES, LIABILITIES, COSTS OR DEBT, AND EXPENSES (INCLUDING BUT NOT LIMITED TO ATTORNEYS' FEES) ARISING FROM YOUR USE OF AND ACCESS TO THE MEDLIFE PLATFORM; YOUR VIOLATION OF ANY PROVISION OF THE TERMS AND CONDITIONS, INCLUDING THE PRIVACY POLICY; YOUR VIOLATION OF ANY THIRD-PARTY RIGHT, INCLUDING WITHOUT LIMITATION ANY COPYRIGHT, PROPERTY, PROPRIETARY, INTELLECTUAL PROPERTY, OR PRIVACY RIGHT; OR BREACH OF YOUR EXPRESS OR IMPLIED REPRESENTATIONS AND WARRANTIES. THIS DEFENSE AND INDEMNIFICATION OBLIGATION WILL SURVIVE THESE TERMS OF SERVICE AND YOUR USE OF THE WEBSITE.

 

Force Majeure. 

Medlife shall not be liable and to the extent, that the performance or delay in performance of any of its obligations are prevented, restricted, delayed or interfered with due to circumstances beyond the reasonable control and without the fault or negligence of such Party, including but not limited to change in legislation, fire, flood, explosion, epidemic, accident, act of God, war, riot, strike, lockout, traffic or other concerted act of workmen and/or act of Government. Medlife may at its sole discretion withdraw the services or Products if a Force Majeure event occurs.

 

Third party rights.


Nothing in these Terms and Conditions is intended to nor shall it confer a benefit on any third party who is not a party to these Terms and Conditions and such third party has no rights to enforce them.

Waiver.

No delay or decision not to enforce rights under these terms and conditions will constitute a waiver of the right to do so and will not affect rights in relation to any subsequent breach.

Governing law and dispute resolution.

These Terms and Conditions shall be governed in all respects by the laws of India and any legal proceeding arising out of these Terms and Conditions shall be subject to exclusive jurisdiction of the courts located in Bangalore, India.

PART B: SERVICE SPECIFIC TERMS

  1. PRESCRIPTION ORDER

Eligibility.

We accept orders from and dispatch orders to addresses in selected locations in India as mentioned on the Medlife Platform. We only accept orders from customers who are above 18 (eighteen) years old although they may place orders for persons who are under 18 (eighteen) years of age. In case of a Prescription Order, if the prescription is of a person other than yourself, you will need to have the authority of the person whose prescription it is to have it dispensed by us. By placing an order to dispense another person’s prescription, you confirm that you have their authority to do so. 

Products.

You may purchase various Products made available by us on the Medlife Platform. However, certain Products may be purchased only upon submission of valid prescription on the Medlife Platform (“Prescription Orders”). Further, The Products available on the Medlife Platform may include Products manufactured by third parties and made available for purchase on the Medlife Platform and the Products manufacture and sold by Medlife. All Products available on the Medlife Platform are subject to availability of stock and Medlife may cancel any order if the Product becomes unavailable after an order placed.

All images of the Products displayed on Medlife Platform are for graphic and illustrative purposes, the actual Products delivered may vary from the images displayed on the Platform.  

Order Confirmation.

No order placed by you will be binding on us until we have confirmed the order to you by phone, email or in writing. We reserve the right to reject any order.  In the event any Product ordered by you is not available, we will try and contact you on the contact information provided by you in your Account. 

Prescription Orders. 

Verifications of Prescription.  We do not accept orders for Prescription Orders, unless the same is prescribed by the registered medical practitioner licensed by the Medical Council of India. We do not verify the authenticity of the orders placed by you, where the prescriptions are received directly from a registered medical practitioner licensed by the Medical Council of India or your family doctor, who has placed the order on your behalf after your authorization. When we receive an original prescription from you, our pharmacist will verify it against the information provided to us at the time the order was placed. In the event that the information does not match with your original order as per the prescription, we may try to contact you using the information provided in your Account. If we cannot contact you and we are unable to dispense the item(s) on your Prescription Order we reserve the right to cancel such order.

Non-Receipt of Prescription. If you place a Prescription Order and we do not receive the relevant original prescription, we will not have any liability to dispense the Prescription Order to you and it will be your responsibility to contact us within 7 days regarding your prescription order.

Validation of Prescription. Validation of prescription services through our partner Physician (as defined below) shall be made available, free of cost, to the User only upon request of the User and in the following situations:

  1. The existing prescription has expired and the User is unable to get an appointment with his medical practitioner; or

  2. The prescription is not legible and the prescribing medical practitioner is unavailable to validate the prescription; or

  3. The prescription is not as per the standards defined by Medical Council of India, including, missing Doctor details, patient details etc.; or

  4. If the prescription contains drugs specified under Schedule X of The Drugs and Cosmetics Rules, 1945 or unusual quantities of drugs.

The User understands and agrees that the validation of prescription services provided herein are only on request and are intended for general purpose only and should not be used in case of medical emergencies and serious illness issue where physical consultation is recommended and at no point these services are intended to replace the physical consultation. The User also agrees and understands that for providing the validation of prescription service Medlife will have to share the prescription with its partner Physician and by requesting the services the User confirms its consent to share his/her prescription with Medlife's partner Physician. Upon the request of the User, the prescription of the User shall be shared with Medlife's partner Physician and post consultation or review of the prescription, if the Physician deems fit, he/she may validate the prescription shared with him/her of the User. However, at all time the Physician has the discretion to refuse consultation or validation of the prescription if the Physician is of the opinion that a physical consultation is required before a prescription is validated.

User agrees that the Physician will use the technology of Medlife for rendering the above services and they share the information with Medlife of its affiliated partners for rendering the services.

The terms and conditions for E-Consultation shall also be applicable for validation of prescription to the extent relevant for scope of verification. 

Delivery of Products. 

All Products will be delivered at the address provided by you in your Account or any other alternate address as specified by you at the time of placing the Order. The delivery may be made by the personnel appointed by Medlife or by any third party service provider engaged by Medlife for such purpose. Medlife shares your personal information with the delivery executive on a ‘need to know’ basis as may be relevant for completing the delivery of the Product. 

Any timelines for delivery specified by Medlife is a genuine pre-estimate of time required by Medlife for completing the delivery of the Product. You acknowledge and agree that actual delivery may be delayed and take longer than the delivery timeline. However, Medlife will keep you informed of your order status as may be appropriate from time to time. 

You acknowledge and accept that all Products delivered shall be verified by you for accuracy and apparent damage at the time of delivery. You (or your authorized representative) will be required to sign a delivery confirmation on receipt of the Order. You may reject the receipt of Products in the event the Products delivered are not in accordance with the order placed by you or are damaged at the time of delivery. 

In the event that the packaging of Products is opened after delivery, we will have no liability to you for lost or damaged items.

Returns.

You may place a request for return of Product as per the Returns Policy which is displayed on the Medlife Platform. 

Pricing and Payments.

All prices for Products displayed on the Platform are indicative in nature. The actual/exact price of the Product will depend upon Product’s batch number and will be mentioned in the invoice dispatched to you along with your order. In case a pre-payment has been made by you on the basis of the price estimate at the time of placing the order, you undertake to pay the shortfall and any excess payment will be refunded back to you in your bank account, credit card, debit card or wallet , as the case may be. Further, all prices are exclusive of applicable taxes which will be invoiced to you in addition to applicable taxes at the time of placing the order. Further, there may be instances where the price of a Product is updated after receipt of the order or order confirmation. In such cases, we will refund any excess amount paid by you or you shall pay any shortfall to us, as the case may be.

You may make the payments for your orders using various payment methods made available on the Medlife Platform which may include, credit card, debit cards, third party wallets and Medlife wallets. The payments on Medlife Platform are facilitated by a third party payment gateway and the terms and conditions of such third party payment gateway shall be applicable to the payments made on the Medlife Platform. Medlife shall not be responsible for any errors, delay or failure of payments which are attributable to the third party payment gateway.

Discounts. All discounts offered on the Medlife Platform are provided on selected Products and at the discretion of Medlife. Medlife reserves the right to withdraw any offer or discount made available on the Medlife Platform. 

Discounts are not applicable on the following products and on any products so mentioned elsewhere on the website/mobile application:

  1. All Baby foods viz Ceralac, Lactogen, Nanpro etc.

  2. All Health Supplements viz Pediasure, Proteinex, Proteinules, Threptin etc.

  3. Over the counter (OTC) products – Benadryl Cough Syrup, Crocin, Saridon, all Dettol, Savlon products, medicated soaps etc.

  4. All Cosmetic products.

Delivery and Packaging Costs:

All orders with minimum order value  as provided on the Medlife Platform from time to time (referred as “Minimum Order Value”), or exceeding such Minimum Order Value will be delivered free of cost and no delivery charges shall be applicable on such orders provided that the delivery is within Medlife serviceable areas. All orders with order value below the Minimum Order Value will attract delivery charges as provided on the Medlife Platform, from time to time. Value of any order that is equal to or greater than the Minimum Order Value  at the time of placing the order that is later modified, will not attract any delivery charges. Any delivery charges paid by the User for any modified/cancelled/un-delivered order shall be eligible for full refund of the delivery changes provided the User has made advance payment for the said order. The User shall be required to check the Medlife Platform from time to time to ascertain and understand the Minimum Order Value for optimum use of the Medlife Platform.

Any delivery charges paid by the User shall not be eligible for refund if the order is modified or replaced by the User due to change in prescription or otherwise. 

Product Liability.

Medlife Platform offers for purchase various Products which are manufactured by various third parties (“Third Party Products”). Medlife provides such Third Party Products on an ‘as is’ basis and does not make any representation or warranty with respect to such Third Party Products. Medlife shall not be liable in any manner whatsoever for any manufacturing defects in the Third Party Products.

Certain Third Party Products such as electronic equipment, diagnostic tools etc. are provided by the manufacturer with limited warranty associated with such Third Party Product. The User shall directly claim such warranty from the manufacturer of the Third Party Products and Medlife shall not be responsible for such warranty in any manner. 

Further, Medlife makes available for purchase various Products manufactured by Medlife (“Medlife Products”). Unless otherwise prohibited under applicable law, the liability of Medlife for Medlife Products shall be limited to the price of the Medlife Product.

Subscription:

Under the subscription model, User can subscribe for his medicine requirement by choosing a subscription plan that best suit the User's need and the User can customize the same according to the User's requirement. All orders under the subscription plan shall be automatically placed in accordance with the chosen subscription plan. All orders under the subscription model shall be subject to all the other applicable terms and conditions mentioned herein. 

Any ongoing offer or promotional scheme cannot be clubbed with the orders placed under the subscription plan. All orders under the subscription plan shall be processed based on the standard discount and promotional scheme available at the time of processing any order under the subscription plan. Medlife shall have the sole discretion to decide with regard to the offers or scheme that shall be applicable to the orders placed under the subscription plans.

 

  1. E-CONSULTATION

E-Consultation with the Physician.

User can book appointment with a qualified medical practitioner registered with Medical Council of India (“Physician”) available on Medlife Platform and discuss their health-related issues, opinion on the diagnostic reports, obtain e-prescription for their medical needs and avail other healthcare services. E-Consultation can be provided by teleconsultation, video conferencing or otherwise in other media that Medlife may at its sole discretion provide the options to the User based on the availability of the Physicians. 

E-Consultation Services.

User agrees that E-Consultation is not a substitute for physical consultation and the Services are meant for general consultation only. User shall not use E-Consultation Services in times of emergency. If after the E-consultation, the Physician recommends any diagnostic tests to be undertaken or issues a prescription, the same are provided based on the information and preliminary examination by the Physician, hence the same shall not be treated as accurate, final and conclusive. Physician reserves their rights to modify the prescription or recommended diagnostic tests if the User provides any additional information in future consultation. While rendering E-Consultation, Physician will require to know the age, sex, previous and existing health conditions, symptoms, past medical history, physical examination (if directed by the Physician) etc. User shall be responsible for providing accurate information to the Physician. Physician and/or Medlife will not be responsible for any deficiency in Services for reasons attributable to incorrect information provided by the User. All the information with respect to the User History, consultation records, medical record and prescriptions issued by the Physician may be saved by Medlife (without any obligation to do so) and the same may be used for rendering Services as may be required by the User for time to time.

Booking an Appointment.

Before booking a consultation, User shall ensure that the language in which the User prefer the consultation is available in the Services. User does not have the ability to choose a Physician of his/her choice. Medlife will direct the request for E-consultation to the Physician available in the specialized subject. Medlife does not endorse of refer any Physician for E-consultation, during the process User has the choice to either proceed with the Consultation or withdraw from the Services. 

Re-scheduling, Cancellation and Refund Policy for E-Consultation:

In any event if the User is unable to avail the E-Consultation Services from the Physician or if the User wishes to cancel the appointment, User shall be entitled to do so by choosing the respective option on the Medlife Platform. If User does not avail the Services or cancels the E-Consultation, the Services Fees will be refunded to the User as per the Refund Policy in the same manner of payment in which the User has paid the Service Fees. However, if the User refuses to take the call when the Physician call the User or cancels the appointment one hour before the scheduled time, the User will not be entitled for any refund. Any issues with regard to payments made, refunds claimed or otherwise error in the transactions shall be reported to Medlife at the customer care specified on the Medlife Platform.

Service Fee.

Provision of E-Consultation Services shall be subject to payment of service fees as may be specified on the Medlife Platform. The Service fee may vary as per the fees charged by the respective Physician. Upon receipt of the payment from the User, Medlife will schedule the appointment with such Physician and send a confirmation to the User. The payment terms and conditions applicable to Prescription Orders (as specified above) shall be applicable for payment of service fees for E-Consultation Services.  

Disclaimer.

The User understands and agrees Medlife is a technology service provider and acts as an intermediary to connect Users with the Physicians available on the Platform. All the services are provided to the User directly by the Physician Medlife shall not be responsible in any manner for any health issues, consultation, validation, unsatisfactory services etc. availed by the User. Further, notwithstanding anything contained herein, Medlife shall not be liable for:

  • any medical negligence, prescription of any wrong medication or treatment on part of the Physician;

  • any type of inconvenience suffered by the User due to a failure on the part of the Physician in providing the agreed services or to make himself/herself available at the appointed time, inappropriate treatment, or similar difficulties;

  • any misconduct or inappropriate behaviour by the Physician;

  • cancellation or rescheduling of booked appointment;

  • any medical eventualities that might occur subsequent to using the services of the Physician.


  1. DIAGNOSTIC SERVICES

Diagnostic Services.

Users may avail Diagnostic Services available on Medlife Platform. The Diagnostic Services are provided by Medlife in collaboration with state-of-the-art third-party diagnostic labs or diagnostic labs operated and maintained by Medlife. 

By placing a request for Diagnostic Services, you hereby consent to provide samples for Diagnostic Services (as may be required for the relevant tests) and acknowledge that such samples will be used by third party labs or labs operated by Medlife to perform necessary tests. 

Medlife offers to Users the facility of collection of specimen collection from User’s home for the purpose of Diagnostic Services. Once a request for Diagnostic Services is placed by a User, a qualified professional of Medlife will visit the address specified by User for collection of sample for diagnostics. The test results provided as part of Diagnostic Services will only be related to the specimens so collected. 

Incorrect Samples or Contamination of Samples.

For any specimens collected from User’s home, the relevant lab will presume that the specimen belongs to the patient named or identified at the time of placing the request. 

You acknowledge and agree that there may be instances where the samples collected from User’s home may get contaminated or become unfit for testing during transit. In such instances, the samples may have to be recollected for performance of necessary tests at no additional cost. Alternatively, the relevant lab may test such samples and provide partial results based upon the fitness of samples. If such contamination or deficiency is caused due to delay or reasons directly attributable to Medlife, Medlife will recollect the sample without any additional costs. 

You acknowledge that test may not be conducted and Diagnostic Services will not be provided in the event (a) specimen quantity is insufficient; (b) specimen quality is unacceptable (e.g. hamolysed or clotted); or (c) incorrect sample submitted.

Medlife shall not be responsible for any of the above or any contamination of sample which is attributable to the User or not attributable to Medlife. Medlife shall not be in any manner be liable for any damages which the User may suffer in relation to such home sample collection.

Appointment and Cancellation.

Upon receipt of request for Diagnostic Services, Medlife will schedule an appointment for home sample collection in accordance with available time slots specified by you. Once an appointment is scheduled, a representative of Medlife will visit the address specified by you within the agreed time. You shall make yourself available at such time for the purpose of sample collection. Medlife will not be under any obligation to any refund of service fees in the event you are not available for sample collection at the scheduled time. 

Cancellation. You may cancel or reschedule any appointment at least 24 (twenty-four) hours prior to the scheduled appointment or within such minimum or maximum timeline as provided on the Medlife Platform. In the event you cancel an appointment after the aforementioned specified timelines, Medlife will not be under any obligation to provide you any refund for the service fees already paid by you.

Service Fees.

Diagnostic Services are made available upon receipt of service fees as specified on Medlife Platform. The payment related terms and conditions as specified for Prescription Orders above shall be applicable to payment of service fees for Diagnostic Services. 


  1. ADDITIONAL TERMS

Express Delivery Services (EDS). 

In order to provide better Services, Medlife offers express delivery services (referred as “EDS”) to its Users, wherein the User selects specified time for express delivery of the order. User can also have the order delivered at his convenience by choosing the fixed time for delivery. User will be charged a convenience fees as provided on the Medlife Platform (which may be revised from time to time) for delivering the order at their convenience. User shall select the option at the time of placing the order or request for EDS by contacting the customer care. To avail the EDS, the User shall agree to pay additional delivery charges as provided on the Medlife Platform (which may be revised from time to time) on a per order basis. The service fees for EDS shall vary from city to city based on the date, time and area of delivery and Users are required to check information in respect of such fees/ charges as provided on the Medlife Platform. Users shall check the availability of the services in the area where the User intends to take the delivery of medicines before availing the services. EDS services are available only in selected areas for deliveries during 0800 hours to 2000 hours on all working days in the area, subject to payment of additional delivery charges. Any deliveries scheduled on holiday and non-working hours shall be at additional charges at the sole discretion of Medlife, which will be provided on the Medlife Platform. Medlife may at its sole discretion accept EDS in few areas on Sundays and national holidays. User cannot modify or alter the delivery time and area after acceptance of the order. Service fees paid shall not be refundable after the order is dispatched for delivery. Medlife reserve the right to discontinue or suspend the EDS at any time without any notice. Medlife shall not be liable for any delay or default in not delivering the orders within the specified time, and the sole remedy for the Users shall be limited to seeking refund of the service fees, if any, paid by the User and aggregate liability of Medlife for any damages shall be limited to Rs. 500 (Rupees Five Hundred Only).

Share and Earn.

The referred User should be a new User and not an existing User of Medlife. The referred User must place a valid order using the referral code to avail referral discount on their 1st order and the order should be successfully delivered and not be cancelled or returned. Referral reward coupon shall be credited to the User's account after successful delivery of the referred User's order. Referral reward discount as applicable to the value of order placed and as indicated on the Medlife Platform (which may be revised from time to time) will be automatically redeemed on the User's next orders with Medlife within such time as Medlife may deem fit. Notwithstanding anything contained herein, these terms are in addition to and not in derogation to any other terms as stipulated by Medlife from time to time. Medlife reserves the right in its sole discretion at any time, without any prior notice to suspend / cancel this program or amend these terms.

E-cash.

To avail the e-cash benefit the User must place a valid order using the promotion code with e-cash offer to avail the e-cash and the order should be successfully delivered and not be cancelled or returned. E-cash shall be credited to the User's account after five (5) working days from the date of successful delivery of the order. E-cash as applicable to the value of order placed and as indicated on the Medlife Platform (which may be revised from time to time) will be automatically redeemed on the User's next orders with Medlife. E-cash so received shall be valid for a period of forty-five (45) days from the date it is credited to the User's account. Notwithstanding anything contained herein, these terms are in addition to and not in derogation to any other terms as stipulated by Medlife from time to time. Medlife reserves the right in its sole discretion at any time, without any prior notice to suspend / cancel this program or amend these terms.

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