Terms & Conditions

INTRODUCTION

The Women's Hospital ("TWH", "We", "Us", "Our") is providing healthcare services including clinical consultation via video conferencing, online appointment booking, diagnostic investigations, and other clinical and care services (collectively, the "Services") through:

Our website: https://thewomenshospitals.com/ Our telemedicine platform: care@thewomenshospitals.com Our mobile application (whenever applicable) Other authorized digital platforms

These Terms & Conditions ("Terms") govern all your transactions with respect to the Services, including but not limited to online appointment booking, payment, refunds, and any other transactions through our digital platforms.

IMPORTANT DISCLAIMER

Please read these Terms carefully before proceeding.

The Services available on our website and platforms are not intended to be a substitute for face-to-face consultation with a healthcare practitioner. TWH advises all users to:

Make independent assessment of the accuracy, usefulness, and suitability of the Services before making any decisions in reliance hereof. Always consult a qualified healthcare practitioner for serious medical conditions. Seek immediate emergency care for life-threatening situations. Use these Services in conjunction with, not as a replacement for, in-person medical care.

By accessing and using our Services, you acknowledge and accept these Terms in their entirety.

1. AVAILABILITY, APPOINTMENT SCHEDULING, RESCHEDULING & CANCELLATION

1.1 Service Availability

The Services are available for various specialties, investigations, and consultations as listed on our website, subject to:

Doctor/specialist availability Equipment and facility availability Applicable fees as published on our website from time to time Your location and eligibility

1.2 Appointment Confirmation

Once you book an appointment:

Confirmation: You will receive confirmation via SMS, email, WhatsApp, or through the application Indicative Timing: The appointment time provided is indicative; actual time may vary based on doctor availability and case complexity Contact Information: Ensure all contact details are accurate and current

1.3 Appointment Rescheduling

TWH reserves the right to reschedule your appointment based on doctor availability or operational requirements If we reschedule, we will notify you as soon as practicable You may request to reschedule your appointment by contacting us at least 24 hours before the scheduled time Rescheduling requests are subject to available slots

1.4 Appointment Cancellation

By TWH: TWH may cancel your appointment without prior notice in exceptional circumstances (emergency, doctor unavailability, technical issues, etc.) You will be notified and offered alternative appointment slots

By the Patient: Cancellations requested 48 hours or more before the scheduled appointment: Patients may reschedule their appointment or request a refund, subject to the hospital's refund process. Cancellations requested between 24 and 48 hours before the scheduled appointment: Patients may reschedule their appointment to the next available slot. Any refund request shall be processed in accordance with the hospital's applicable policies. Cancellations requested less than 24 hours before the scheduled appointment: Patients are encouraged to contact the hospital to reschedule their appointment. Refunds, if applicable, shall be considered at the hospital's sole discretion based on the circumstances.

No-Show Policy: If a patient fails to attend or connect for the scheduled appointment without prior notice:

The appointment will be marked as a No-Show and deemed concluded. The consultation fee paid may be adjusted towards a future appointment or handled in accordance with the hospital's prevailing rescheduling and refund policy. Patients wishing to consult the doctor at a later date will be required to schedule a new appointment through the standard booking process.

2. USER INFORMATION & SUBMISSIONS

2.1 Required Information

To avail the Services, you are required to submit accurate, complete, and relevant information, including:

Personal Details: Name, age, gender, date of birth, address, contact number, email Clinical Information: Medical history, existing conditions, allergies, current medications, family history Supporting Documents: Medical reports, investigation results, previous prescriptions, diagnostic images Payment Information: Valid payment credentials (as applicable)

2.2 Accuracy of Information

You are solely responsible for ensuring all information provided is accurate, current, and complete

Providing incomplete, false, misleading, or inaccurate information may result in:

Cancellation of your appointment Denial of Services No liability to TWH for any consequences arising therefrom

2.3 Data Usage & Sharing

TWH may use your information for:

Service Delivery: Providing the requested healthcare Services Analysis & Research: Clinical analysis and research (in anonymized form where applicable) Training: Training and educational purposes for our medical staff Regulatory Compliance: Disclosure to government authorities as required by law Communication: Contacting you for appointment reminders, follow-ups, and service-related notifications Quality Improvement: Improving our Services and patient care Affiliated Services: Sharing with our affiliated healthcare providers and authorized partners as necessary

2.4 Your Confidential Credentials

One-Time Password (OTP): You will receive an OTP for secure login and access to your medical records You must keep your OTP strictly confidential Do not share your OTP with any third party under any circumstances Sharing your OTP allows third parties to access and download all your medical information TWH is not responsible for any unauthorized access if you share your OTP

Login Credentials: Keep your login ID and password strictly confidential Do not share these with anyone You are responsible for all activities performed using your credentials Sharing your credentials makes your medical records accessible to third parties TWH is not responsible for any unauthorized access if you share your credentials

2.5 Document Retention Policy

Patient-Uploaded Files: TWH reserves the right to delete files you upload 3 months after your appointment Doctor-Uploaded Prescriptions: Prescriptions uploaded by doctors will be retained for 3 years from the date of upload

Please download and maintain copies of important medical documents

3. MODE OF SERVICE DELIVERY

3.1 Consultation Methods

The Services are provided through:

Video Conferencing (telemedicine consultation) In-Person Consultation (at our hospital facilities) Phone Consultation (where applicable)

3.2 Video Consultation Requirements

Your Responsibility: For video consultations, you must ensure you have:

Proper video conferencing equipment (webcam, microphone, speaker) Stable and adequate internet connectivity (minimum 2 Mbps) Private, quiet space for the consultation Sufficient lighting for clear video visibility Valid identification (if requested)

Rescheduling Due to Technical Issues: If you experience:

Inadequate video/audio quality Technical errors or connectivity issues Equipment malfunction Environmental issues (poor lighting, noise, privacy concerns)

Your appointment may be rescheduled or cancelled at TWH's discretion without additional cost.

3.3 Nature of Video Consultation

Important Limitations: You acknowledge and understand that video consultations:

Do not include physical examination: The doctor cannot examine you physically Are not face-to-face: Consultation is remote via video Are opinion-based: The doctor's opinion is based solely on: Your verbal communication during the consultation The information and documents you provide The visual assessment via video Require clinical correlation: Any diagnosis or advice must be correlated with a physical examination by a qualified healthcare practitioner Are not for emergencies: These Services are not suitable for emergency or life-threatening conditions

3.4 Doctor's Advice & Compliance

The doctor/specialist will provide clinical advice, prescriptions, or recommendations during the consultation You are responsible for following the doctor's advice and instructions If you do not follow medical advice, TWH cannot be held responsible for any adverse health outcomes Always seek immediate emergency care for urgent or life-threatening conditions

4. DEVICE PERMISSIONS & DATA ACCESS

Our digital platform may request the following permissions for optimal functionality:

4.1 SMS/Messages Purpose: Receive OTPs for secure login and send appointment reminders/notifications Access Needed: Read and send SMS messages

4.2 Microphone & Camera Purpose: Enable audio/video consultations with healthcare professionals Access Needed: Access to microphone and camera for video calls

4.3 Notifications Purpose: Send appointment reminders, health alerts, and important notifications Access Needed: Permission to send push notifications

4.4 Files & Media Purpose: Upload and share medical documents, reports, and images with our medical team Access Needed: Access to files, photos, and gallery

4.5 Location (GPS) Purpose: Identify nearby TWH facilities, personalize service availability, and enable check-in features Access Needed: GPS location data

4.6 Internet Connectivity (SSID/BSSID) Purpose: Check Wi-Fi signal strength and optimize connection quality Access Needed: Network connectivity information

Note: You may deny any permission, but this may limit or prevent access to certain features.

5. COOKIES & TRACKING

5.1 Use of Cookies

TWH uses "Cookies" (small data files stored on your browser/device) to:

Store your preferences and login information Track your browsing activities and usage patterns Personalize your experience Analyze user behavior for service improvement Track promotional campaigns

5.2 Your Consent

By using our website or digital platforms, you acknowledge and authorize TWH to:

Place Cookies on your device Collect browsing and usage data Use this data for the purposes outlined above

5.3 Cookie Control

You may disable Cookies through your browser settings, but this may affect the functionality and user experience of our Services.

6. SERVICE FEES & PAYMENT

6.1 Consultation Fees

Consultation fees ("Service Fees") are not displayed on the Website and may vary depending on the consulting practitioner, specialty, appointment type, or other applicable factors.

The applicable consultation fee will be communicated to the patient by our authorized representative at the time of appointment booking. By confirming an appointment, the patient acknowledges and agrees to the consultation fee as communicated.

The Hospital reserves the right to revise, modify, or update consultation fees at its sole discretion without prior notice. Any such changes shall be communicated at the time of booking or prior to the provision of services.

6.2 Payment Methods

We accept the following payment methods:

Credit/Debit Cards (Visa, Mastercard, RuPay) Internet Banking Digital Wallets (PayTM, Google Pay, Apple Pay, etc.) UPI (Unified Payments Interface) Bank Transfer (NEFT/IMPS)

6.3 Secure Payment Gateway

All payments are processed through trusted, encrypted payment gateways Your payment information is securely handled and not stored on our servers TWH uses industry-standard security protocols for all transactions

6.4 Payment Responsibility

You are responsible for:

Providing correct and valid payment credentials Using only authorized credit/debit cards owned by you Not sharing your payment information with third parties Reporting any unauthorized transactions immediately

TWH is NOT liable for:

Incorrect or inaccurate card details provided by you Unauthorized use of your card by third parties Payment failures due to your bank or payment provider's issues Transaction disputes arising from your negligence

6.5 Prescription & Documents

For video/phone consultations: Prescription will be made available on your account after successful payment For in-person consultations: Prescription is provided at the time of consultation Documents, prescriptions, and records will be accessible through your account

7. REFUNDS & CANCELLATION CHARGES

7.1 Refund Policy

Refunds may be issued in the following cases:

Appointment Cancelled by TWH: Full refund of Service Fees Appointment Cancelled by You: Refunds, if applicable, will be considered at the hospital's sole discretion based on the circumstances. Prescription Not Provided: If no legible prescription or recommendation is provided after consultation, full refund will be issued Technical Failure: If the consultation cannot proceed due to TWH's technical failure, full refund or rescheduling at no cost

7.2 Refund Processing

Refund requests must be submitted within 7 days of the service date Approved refunds will be processed within 5 working days Refunds will be credited to the original payment method. Any refund more than 10k will be processed through NEFT/Cheque mode Refund processing may take an additional 2-3 working days depending on your bank

7.3 No Refund Cases

No refund will be issued for:

Failure to follow doctor's advice or instructions Incomplete information provided by you Technical issues on your end (internet connectivity, equipment, etc.) Change of mind or personal reasons Services already availed (video consultation completed, prescription provided, etc.)

8. INTELLECTUAL PROPERTY & COPYRIGHT

8.1 Ownership

TWH owns and retains all intellectual property rights in:

The website and digital platforms All software, code, designs, and technology All medical content, articles, and educational materials All trademarks, logos, and brand names All services provided by doctors and healthcare professionals on our platform

8.2 Restrictions

Without prior written consent from TWH, you may not:

Copy, reproduce, or distribute content from our platforms Create derivative works or modifications Use our content for commercial purposes Reverse-engineer or decompile any software Remove or alter any copyright or proprietary notices

8.3 Permitted Use

You may use our platforms solely for personal, non-commercial healthcare purposes as authorized by TWH.

8.4 Payment Card Misuse

If you allow another person to use your debit/credit card or internet banking account, you remain fully responsible for all transactions they authorize.

9. LIABILITY & INDEMNIFICATION

9.1 Our Liability Limitations

TWH shall NOT be liable for:

Misdiagnosis or Diagnostic Errors resulting from: Your failure to provide complete/correct clinical information Suppression of material medical facts Your failure to provide relevant clinical information Misinterpretation of doctor's advice by you Your failure to follow the doctor's prescription or advice

Video Consultation Limitations: Inability to perform physical examination Technical errors or connectivity issues Any health complications arising from remote consultation

Payment Matters: Incorrect or inaccurate card details provided by you Using a card that is not lawfully owned by you Unauthorized access if you share your password or OTP Payment disputes or chargebacks initiated by you

Third-Party Actions: Data breaches by unauthorized third parties Misuse of data if you share your credentials Acts beyond TWH's control (natural disasters, pandemics, wars, etc.)

Service Disruptions: Website downtime or technical failures (beyond industry standards) System maintenance or upgrades Incompatibility with your devices or browsers

Consequential Damages: Loss of data, earnings, or profits Business interruption Psychological or emotional distress Any indirect or consequential damages

9.2 Your Indemnification

You agree to indemnify and protect TWH, our doctors, staff, and partners from all losses, costs, expenses, and legal fees arising from:

Your failure to provide accurate/complete medical information Suppression of material health facts Your misinterpretation of medical advice Your non-compliance with doctor's recommendations Your use of incorrect payment methods or information Unauthorized third-party access due to your credential sharing Your violation of these Terms Your violation of any applicable laws or regulations

10. PRIVACY & DATA SECURITY

10.1 Data Protection Measures

TWH is committed to protecting your information and uses:

Encryption Technology: All data transmissions use SSL/TLS encryption Secure Servers: Servers are protected with firewalls and intrusion detection systems Access Controls: Restricted access to sensitive medical information Regular Audits: Security assessments and compliance checks Industry Standards: Compliance with healthcare data protection regulations

10.2 Security Disclaimer

Despite our reasonable security measures:

We cannot guarantee absolute security against all threats Data breaches may occur due to sophisticated cyber attacks You acknowledge that TWH is not liable for losses resulting from unauthorized access, data breaches, or security incidents beyond our reasonable control

10.3 Secure Payment Processing

TWH uses PCI-DSS compliant payment gateways We do not store full credit/debit card information Payment data is encrypted and transmitted securely Your financial information is protected with industry-standard protocols

11. PRIVACY POLICY & INFORMATION USAGE

11.1 Information We Collect

The information you provide may include:

Contact Information: Email address, phone number, mailing address Personal Information: Name, age, gender, date of birth, PIN code/location, marital status, occupation Health Information (Sensitive Personal Data): Medical history and conditions, diagnostic reports and test results, medication history and allergies, mental and physical health status, biometric data (if applicable) Usage Data: Appointment history, transaction records, browsing patterns and activity logs, device information Other Information: Family details, work information, documents shared via our platform, profile photos/images

11.2 Sensitive Personal Data

Health and medical information is classified as "Sensitive Personal Data" under Indian law. You understand that:

Providing such information is voluntary TWH will handle this data with utmost confidentiality This data will be used only for the purposes outlined in our Privacy Policy

11.3 Authorized Data Usage

TWH may use your information (with appropriate privacy safeguards) for:

Service Delivery: Providing healthcare Services, processing payments and refunds, sending appointment reminders and updates Clinical Purposes: Clinical analysis and treatment, post-consultation follow-ups, maintaining medical records Research & Improvement: Medical research (in anonymized form), statistical analysis, service improvement and quality assessment, product and design enhancement Marketing & Communication: Offering new products or services, sending health tips and wellness information, taking feedback on Services, promotional offers (with your consent) Legal Compliance: Regulatory disclosure (as required by law), government authority requests, court orders or legal proceedings

11.4 Data Sharing with Partners

TWH may share anonymized, aggregated health data with:

Research institutions and medical universities Healthcare partners and affiliated providers Pharmaceutical companies (for research purposes) Insurance companies (only for claim processing with patient consent)

Your personal identity will not be disclosed in such sharing.

11.5 Third-Party Access

We do not sell or rent your personal information to third parties without your explicit consent, except:

Where legally required (court orders, regulatory compliance) With your written authorization To authorized service providers under confidentiality agreements

12. DISCLAIMER OF WARRANTIES

12.1 "As-Is" Basis

The Services are provided on an "AS-IS" and "AS-AVAILABLE" basis. TWH explicitly disclaims all representations, warranties, and conditions, whether express or implied, including:

Warranties of merchantability Fitness for a particular purpose Accuracy or completeness of information Non-infringement of third-party rights Continuous or error-free operation Absence of viruses or harmful code

12.2 No Guarantee

TWH does not guarantee:

The accuracy of medical advice provided The success or effectiveness of treatments The qualifications or credentials of healthcare providers The safety or security of your data (though we take reasonable precautions) Continuous availability of Services without interruption Resolution of your medical condition

12.3 Your Responsibility

You are solely responsible for:

Evaluating the accuracy and usefulness of information provided Making your own medical decisions in consultation with qualified practitioners Seeking face-to-face consultation for serious conditions Complying with applicable laws and regulations Your conduct on our platforms

13. EMERGENCY SERVICES

These Services are NOT suitable for emergencies or life-threatening conditions.

In case of medical emergency:

Do NOT use our telemedicine platform Call your local emergency number (in India: 102, 108) Visit the nearest hospital emergency department immediately Call our hospital helpline for emergency directions: +91-[Emergency Number]

TWH cannot be held responsible for any delays in emergency care if you attempt to use telemedicine for emergencies.

14. LIMITATION OF LIABILITY

14.1 Liability Cap

In no event shall TWH be liable for:

Direct, indirect, incidental, consequential, special, or punitive damages Loss of data, profits, or business opportunities Claims arising from your use or inability to use the Services Third-party claims or actions Any damages exceeding the amount paid by you for the Service in question

14.2 Applicable Law Exceptions

The above limitations do not apply to:

Willful misconduct or gross negligence by TWH Personal injury or death caused by TWH's negligence (to the extent not limited by law) Liability that cannot be limited under applicable law

14.3 Jurisdictional Limitations

This limitation of liability shall apply to the fullest extent permitted under the laws of India.

15. SUSPENSION & TERMINATION OF SERVICES

15.1 Right to Refuse Service

TWH reserves the right to immediately refuse or suspend Services if your conduct:

Violates these Terms & Conditions Violates applicable laws, regulations, or government orders Is deemed unethical, immoral, or abusive Involves harassment, threats, or offensive language toward staff Attempts to manipulate, cheat, or defraud TWH Involves providing false or misleading information Compromises the safety or wellbeing of our staff or other patients

15.2 Termination Notice

Immediate Termination: For serious violations Notice Termination: For other violations, with reasonable notice Appeal Process: You may appeal the suspension/termination decision within 7 days

15.3 Consequences of Suspension

Upon suspension or termination:

Your access to the platform will be revoked No refund will be issued for unused Services Your data will be handled as per our Privacy Policy Legal action may be taken if necessary

16. MODIFICATIONS TO TERMS & CONDITIONS

16.1 Right to Modify

TWH reserves the right to modify these Terms & Conditions at any time without prior notice.

16.2 Notice of Changes

Material changes will be notified via email or notification on our platform The "Last Updated" date at the top indicates the most recent revision Your continued use of Services after changes constitutes acceptance of modified Terms

16.3 Your Review Responsibility

You are responsible for regularly reviewing these Terms Check the website periodically for updates If you do not agree with any changes, discontinue using the Services

17. GENERAL TERMS & CONDITIONS

17.1 Governing Law & Jurisdiction

These Terms are governed by the laws of India Exclusive jurisdiction lies with the courts in Gurgaon/New Delhi (as applicable) TWH makes no representation that Services are appropriate for patients outside India

17.2 Validity of Agreement

If any provision is found invalid or unenforceable, the remaining Terms shall continue in effect The invalid provision shall be modified to the minimum extent necessary to make it valid

17.3 Relationship Between Parties

The relationship created through the use of our Services is principal-to-principal You are not an employee, agent, or representative of TWH You may not represent yourself as such

17.4 Assignment

You may not assign or transfer your rights under these Terms TWH may assign its rights to affiliated entities or successor organizations

17.5 Severability

If any clause is found unenforceable, it shall be severed The remaining Terms shall continue in full force and effect

17.6 Entire Agreement

These Terms constitute the entire agreement between you and TWH regarding the Services and supersede all prior agreements, understandings, and negotiations.

17.7 No Waiver

The failure of TWH to enforce any provision is not a waiver of that right Waiver of any provision must be in writing and signed by TWH

17.8 Age & Competency

You represent and warrant that:

You are at least 18 years of age (legally an adult) You are legally competent to enter into binding agreements You have the authority to agree to these Terms All information provided by you is truthful and accurate

If you are under 18 years of age, a parent or legal guardian must agree to these Terms on your behalf.

18. CONTACT & SUPPORT

18.1 Customer Support

For queries, assistance, or clarification regarding these Terms or our Services:

Phone: +91-[011-41112100] Email: care@thewomenshospitals.com Website: https://thewomenshospitals.com/ Hours: Monday - Saturday, 8:00 AM - 8:00 PM IST (Sunday: 10:00 AM - 4:00 PM IST)

18.2 Emergency Assistance

For Medical Emergencies: Call +91-[011-41112100] or 102/108 For Service-Related Issues: Call +91-[011-41112100] or email care@thewomenshospitals.com

19. IMPORTANT NOTICES

19.1 Payment Security

Important: The Women's Hospital will NEVER ask for payments into personal accounts.

Always use the official payment link sent via SMS after appointment confirmation Verify the link is from "thewomenshospitals.com" domain Do not click suspicious links from unknown sources For payment assistance, call: +91-[011-41112100]

19.2 Verification of Services

Verify you are using the official website: https://thewomenshospitals.com/ Check for the security padlock icon in your browser (indicates SSL encryption) Be cautious of phishing emails or fake websites impersonating TWH

19.3 Data Backup

Download and maintain copies of important medical documents, prescriptions, and reports TWH is not responsible for loss of data due to system failures or file deletion Use our export/download features to create backups regularly

19.4 Appointment Confirmation

Always wait for official confirmation via SMS/email before making travel plans Confirmation will be sent from official TWH channels Verify confirmation contains: Doctor's name and specialty, appointment date and time, consultation mode (video/in-person), payment status (if applicable)

20. ACKNOWLEDGMENT & ACCEPTANCE

20.1 Your Acceptance

By accessing or using The Women's Hospital's website, telemedicine platform, or any Services, you:

Acknowledge that you have read and understood these Terms & Conditions Accept and agree to be bound by all terms, conditions, and policies herein Understand the limitations and disclaimer of our Services Understand that these are not emergency Services Certify that you are at least 18 years of age and legally competent Accept all risks associated with using our Services Agree to indemnify and protect TWH from any claims arising from your use Agree to our Privacy Policy and data handling practices

20.2 Non-Acceptance

If you do not agree to any of these Terms:

Do not proceed to use our Services Exit the website immediately Contact us if you have concerns or questions

20.3 Binding Effect

By clicking "I Agree" or proceeding to book a consultation, you create a legally binding agreement with TWH and are subject to all terms herein.

21. COMPLIANCE WITH LAWS

21.1 Legal Compliance

TWH operates in full compliance with:

Indian Medical Council Act, 1956 Information Technology Act, 2000 (ITA 2000) Telemedicine Practice Guidelines (Indian Medical Association) Digital Personal Data Protection Act, 2023 Consumer Protection Act, 2019 State Medical Council Regulations All applicable healthcare and data protection laws

21.2 Your Compliance

You agree to:

Use our Services only for lawful purposes Not violate any applicable laws or regulations Not use our Services to harm, defame, or harass others Not attempt to access unauthorized areas of our platform Comply with all terms and conditions specified herein

21.3 Regulatory Reporting

TWH may disclose your information to healthcare regulatory authorities as required by law, including:

Medical Council of India (now National Medical Commission) State Medical Councils Health Department authorities Insurance Regulatory and Development Authority (IRDA) Pharmacy Council authorities

22. FINAL PROVISIONS

22.1 Non-Waiver of Rights

TWH's failure to enforce any provision does not constitute a waiver of that right. All rights and remedies are cumulative and not exclusive.

22.2 Headings

Headings in these Terms are for convenience only and do not affect interpretation.

22.3 Notices

All legal notices to TWH must be in writing and sent to: The Women's Hospital, R-1, Nehru Enclave, Outer Ring Road, Delhi - 110019

22.4 No Third-Party Beneficiaries

These Terms are for the benefit of you and TWH only. No third party has any rights under these Terms.

22.5 Survival

Provisions that by their nature should survive termination (such as limitation of liability, indemnification, privacy obligations) shall survive any termination or expiration of these Terms.

QUESTIONS? WE'RE HERE TO HELP

If you have any questions about these Terms & Conditions or need clarification:

Customer Support Team Phone: +91-[011-41112100] Email: care@thewomenshospitals.com Website: https://thewomenshospitals.com/

We respond to all inquiries within 2 hours (24/7)