Terms and Conditions for Clinics and Hospitals

1. Agreement and authority

These Terms and Conditions ("Provider Terms") govern your establishment's application for, and use of, a facility listing on Arogya Prana ("we", "us", "the platform"). They are an electronic record under the Information Technology Act, 2000.

By submitting an application, and by continuing to hold a listing, the establishment ("you", "the Establishment") agrees to these Provider Terms and to our Privacy Policy. The current published version must be accepted before an application can be submitted.

Authority of signatory. The individual who accepts these Provider Terms confirms that they are duly authorised to bind the Establishment, and that the Establishment is a validly constituted legal person. Acceptance is recorded against both that individual and the Establishment.

These Provider Terms apply in addition to the User Terms. Where they conflict on a matter concerning the listing, these Provider Terms prevail.

2. Eligibility, licences, and registrations

The Establishment confirms, and must continue to be able to confirm, that it:

• is lawfully constituted and registered to operate as a healthcare establishment, including registration under the Clinical Establishments (Registration and Regulation) Act, 2010 or the applicable State clinical establishments law, where that law applies to it;
• holds and maintains all licences, permissions, and no-objection certificates required for its services and premises — which may include, as applicable, biomedical waste authorisation under the Bio-Medical Waste Management Rules, 2016, registration under the Pre-Conception and Pre-Natal Diagnostic Techniques Act, 1994 for relevant diagnostic services, blood bank and pharmacy licences under the Drugs and Cosmetics Act, 1940, radiation safety approvals from the Atomic Energy Regulatory Board, and fire safety and building clearances;
• engages only practitioners who are currently registered with the relevant statutory medical council, and verifies this before engagement and periodically thereafter; and
• has provided true, complete, and current information in its application, including entity legal name, registration and licence identifiers, statutory identifiers such as GSTIN where applicable, and addresses.

You must notify us within 7 days if any licence or registration lapses, is suspended, or is cancelled, or if any information submitted becomes materially inaccurate.

3. Verification

• We review submitted evidence and may verify details against publicly available registers and other lawful sources.
• Verification is at our discretion. We may approve, seek more information, or decline, and we will state the reason for a decline.
• Verification reflects review of evidence at a point in time. It is not a warranty by us of the Establishment's quality of care, safety, accreditation status, or regulatory compliance.
• We may re-verify periodically and may suspend a listing pending re-verification.
• Uploaded evidence documents are held in private, access-controlled storage and are not published. Facility identity, licence status where displayed, departments, services, and locations are published, which is the purpose of the listing.

4. Listed practitioners and departments

• You may associate practitioners and departments with your listing only where they genuinely practise at the Establishment and only with the practitioner's consent.
• You are responsible for the accuracy of every practitioner association you create, and for removing associations promptly when a practitioner leaves.
• Listing a practitioner does not make us their employer or supervisor, and does not transfer any of your obligations to us.
• Where a practitioner also holds their own doctor listing, the Doctor Terms govern that individual listing.

5. Content, claims, and advertising standards

Everything you publish — profile details, department and service descriptions, timings, fee information, and articles — must be accurate and kept current, and must not:

• guarantee any cure, outcome, or success rate;
• make unsubstantiated superlative or comparative claims (for example "best", "number one", "safest") that cannot be objectively evidenced;
• claim an accreditation, certification, or empanelment the Establishment does not currently hold, such as NABH, NABL, or a government scheme empanelment;
• breach the Drugs and Magic Remedies (Objectionable Advertisements) Act, 1954;
• advertise or offer prenatal sex determination, which is prohibited by the Pre-Conception and Pre-Natal Diagnostic Techniques Act, 1994;
• promote the sale of prescription medicines or unapproved treatments;
• use a patient's image, testimonial, or case detail without documented consent, de-identified unless specific consent is held;
• misrepresent a practitioner's qualifications or registration; or
• infringe any third party's intellectual property.

Where AI-assisted drafting tools are used, the Establishment remains the publisher of record and must review and approve content before publication.

You grant us a non-exclusive, royalty-free, worldwide licence to host, display, reproduce, adapt for formatting, and distribute your listing and published content on and in connection with the platform, including in search results and previews, for as long as it remains published.

6. Prohibited arrangements

You must not, through or in connection with the platform:

• pay, offer, receive, or solicit any commission, referral fee, kickback, or fee-split for patient referrals;
• post, solicit, incentivise, or pay for fake or manipulated reviews;
• attempt to manipulate search ranking by deceptive means; or
• maintain duplicate or misleading listings for the same premises.

Breach of this Section is a material breach and may result in immediate suspension.

7. Enquiries, patient data, and data protection

• Enquiries routed to you contain personal data of the enquirer. You must use it only to respond to that enquiry, must not add enquirers to marketing lists without their consent, and must handle it lawfully.
• For any patient record the Establishment creates, the Establishment is an independent Data Fiduciary under the Digital Personal Data Protection Act, 2023. We are not, and we do not hold your clinical records.
• Where we process personal data strictly on your documented instructions in connection with your listing, we act as your Data Processor and will process it only for that purpose and apply reasonable security safeguards.
• You must maintain your own reasonable security practices consistent with the IT (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011, and must notify us promptly of any breach affecting data you received through the platform.
• You must ensure each of your team members with listing access uses their own account, and must remove access promptly when a person leaves.

8. Team accounts

You are responsible for all activity under accounts you authorise on your listing, for assigning appropriate roles, and for the acts and omissions of your personnel as if they were your own.

You must keep account credentials confidential, must not share them between individuals, and must revoke access promptly when a member of your personnel leaves or changes role.

Report a compromised account immediately. If you know or suspect that any account on your listing has been accessed without authority, or that credentials have been lost, shared, or exposed, tell us at once through the contact route in Section 18. Given that listing accounts can receive patient enquiries, prompt notice matters. We may suspend access, force a credential reset, or require re-verification to protect users and the listing, and will tell you when we do. You remain responsible for activity under your accounts until you report the compromise, except where the unauthorised access resulted from our own failure.

9. Subscription, fees, and taxes

• Paid plans, features, and prices are shown at the point of purchase. Plans are billed on the cycle stated at purchase, and applicable Goods and Services Tax is charged in addition unless stated to be inclusive.
• We issue a GST-compliant tax invoice for each payment. You are responsible for giving us a correct GSTIN and legal entity name; we are not liable for input credit lost through incorrect details you supplied.
• Payments are processed by a third-party payment gateway; we do not store card or banking credentials.
• A payment purchases access for the billing period shown at checkout. It does not renew automatically unless the checkout clearly identifies a recurring payment and an authorised representative separately authorises the required mandate.
• An authorised administrator may cancel a future renewal through the available account control or by contacting support. Cancellation stops future renewal and normally leaves paid access available until the end of the current billing period.
• A refund may be available where the same payment was captured more than once; payment was captured but the purchased service could not be activated because of our error; an unauthorised transaction is confirmed by the payment provider or applicable law; the checkout expressly granted a refund right that applies; or applicable Indian law requires a refund.
• Once a paid plan has been activated, a change of mind, lack of use, rejection or suspension caused by false information, or breach of these Provider Terms does not automatically create a refund right. This does not limit any statutory remedy that cannot lawfully be excluded.
• Request a billing review promptly, preferably within 7 calendar days after discovering the issue, by emailing support@arogyaprana.com with the payment identifier, account email, reason, and necessary supporting details. This request period does not shorten a longer right provided by applicable law. Never send card numbers, banking passwords, PINs, or one-time passwords.
• Approved refunds are returned through the original payment method where reasonably possible. Payment-provider and bank processing times are outside our control. Applicable invoices, credit notes, coupons, and plan access will be adjusted consistently with the outcome.
• On non-payment, paid features may be downgraded or suspended after notice.
• We may change prices on reasonable prior notice, effective from your next renewal. You may cancel before renewal if you do not accept the change.

10. Reviews of your establishment

Patients may review you. Reviews are the reviewer's own opinion and we do not adopt them. We moderate against our content standards, and you may report a review you believe is fake, defamatory, or discloses confidential information. Responses must not disclose a patient's identity, attendance, or clinical information. We do not remove reviews merely because they are unfavourable.

11. Suspension and removal

We may suspend or remove a listing if a required licence or registration lapses or is cancelled; if submitted information is found to be false or materially misleading; on material breach of these Provider Terms; where a regulator, court, or council directs us; or where necessary to protect patient safety.

Except where immediate action is necessary for safety or required by law, we will give notice, the reason, and a fair opportunity to respond. You may appeal to our Grievance Officer. We retain application and verification records for the period stated in our Privacy Policy so that we can evidence our verification decisions.

12. Disclaimers and liability

To the maximum extent permitted by Indian law:

• The platform is provided "as is". We do not warrant any level of enquiries, patients, visibility, ranking, or revenue.
• We are not liable for indirect, incidental, special, consequential, or punitive loss, or loss of profits, goodwill, or reputation.
• Our total aggregate liability arising out of or relating to the listing is limited to the total subscription fees paid to us in the twelve months before the claim, or ₹1,000 if nothing has been paid.
• Nothing excludes liability that cannot lawfully be excluded, including for fraud or for death or personal injury caused by our negligence.

The Establishment acknowledges that it acquires the subscription primarily for a commercial purpose. Whether any statutory consumer protection applies remains a matter for the competent forum under applicable law and is not excluded by this acknowledgement.

13. Indemnity

The Establishment will indemnify us against claims, losses, and reasonable legal costs arising from: the care it provides or fails to provide; its licences, registrations, and regulatory compliance; the accuracy of its listing and practitioner associations; its published content; its breach of these Provider Terms; or its breach of patient confidentiality or data protection law. This does not apply to the extent the claim arises from our own breach or negligence.

14. Advertising

We do not currently serve advertising or accept sponsorship. If we introduce either, it is governed by our Advertising and Sponsorship Policy, and any participation by an Establishment as an advertiser or sponsor is subject to that policy as well as these Terms.

Personalised advertising to platform users will require the user's separate, specific, opt-in consent through a distinct control that is off by default, and it will never be bundled into any terms acceptance.

Any sponsored or paid placement product we may offer to Establishments will be a separate, optional commercial agreement and will be clearly labelled as advertising or sponsored at the point of display, distinguished from organic search results.

Payment does not affect verification, moderation, or organic ranking. Buying a placement cannot obtain, accelerate, or preserve an Establishment's verified status, cannot influence how we moderate reviews or content about it, and cannot improve its position in organic search results. Verification is decided only on the evidence submitted. An independently verified Establishment may continue to display its verification badge, but an advertisement must not present that badge as a paid endorsement or imply that we recommend it. Advertising content remains subject to the claim and advertising standards in Sections 5 and 6.

Third-party links. Your listing and any advertisement may link to your own website or booking system. Those destinations are yours, are governed by your own terms and privacy policy, and are your responsibility. A link from the platform is not an endorsement by us.

15. Governing law and disputes

These Provider Terms are governed by the laws of India, and the courts at Guntur, Andhra Pradesh, India, have exclusive jurisdiction, subject to any mandatory forum provided by law. Please raise any complaint with our Grievance Officer first; we will handle it within the statutory timeline applicable to its subject.

16. Changes to these Terms

These Provider Terms are version-controlled, and every published version is retained as an immutable record with its effective date. When we publish a materially changed version, we will notify authorised administrators, and where the change requires it, an authorised person must review and accept the new version before listing management features can continue to be used.

17. General

If any provision is held unenforceable, the rest remains in force. The Establishment may not assign these Provider Terms without our written consent; we may assign to a successor entity on notice. These Provider Terms, with the Privacy Policy and any policy expressly incorporated, are the entire agreement.

18. Contact and grievance

• Grievance Officer: Designated Grievance Officer, Impec Soft Solutions Private Limited
• Email: support@arogyaprana.com
• Postal address: Door No. 6-4-6, Arundelpet 4/5, Guntur, Andhra Pradesh 522002, India