Terms & Conditions

Effective date: 9 November 2026 · Version 1.0

These Terms & Conditions ("Terms") are a legal agreement between you and Anahata ("we", "us", "our"), the owner and operator of the DoctorOne mobile apps and website (the "Platform"). By creating an account or using the Platform you agree to these Terms and to our Privacy Policy. If you do not agree, please do not use the Platform.

1. What DoctorOne is

• DoctorOne is an online marketplace where patients book appointment slots with doctors at clinics, pharmacies, hospitals and diagnostic centres in India ("Facilities").
• We are an intermediary. We do not give medical advice, diagnosis, treatment, consultations, medicines or diagnostic services. The consultation takes place in person at the Facility, between you and the doctor.
• Doctors and Facilities are independent of us. We do not employ, supervise or guarantee them. A "Verified" badge is not an endorsement of any doctor or Facility.
• DoctorOne is not for emergencies. In an emergency call 112 or 108, or go to the nearest hospital.
• DoctorOne is operated from India and serves users in India. We follow the laws of India and comply with valid orders of Indian courts and authorities.

2. Who can use DoctorOne

• You must be 18 or older and legally able to enter a contract under the Indian Contract Act, 1872 to create an account.
• A parent or lawful guardian may book for a child. When you book for someone under 18, you confirm that you are their parent or lawful guardian and that you consent to us processing the child's details for the booking.
• Doctors must hold a valid registration with a State Medical Council or the National Medical Commission. Facilities must hold the licences and registrations the law requires for their business.

3. Your account

• You sign in with your mobile number and a one-time password (OTP). We do not use passwords.
• Give us accurate information and keep it up to date. Keep your phone secure. You are responsible for everything done through your number.
• On a new device we ask identity questions after the OTP. Three wrong tries lock the account for 24 hours.
• If you lose your phone number, use "I already have an account (changed my number)" on the login screen. We rely on the answers you give. For Facilities, bank changes and payouts stay paused for a short period after a number change.
• One account per person. Do not share your account. A Facility owner or doctor may add team members ("sub-users") up to the limit shown in the app and is responsible for what they do.

4. Bookings

• A booking is a place in a doctor's session at a Facility. A slot is held for 10 minutes while you pay and is confirmed when payment succeeds.
• You receive a serial number. It shows your place in the queue, not an exact time. The doctor sees patients during the session window, so waiting times vary.
• We cannot guarantee that a doctor or Facility will be available. Sessions can be delayed, changed or closed.
• To prevent misuse, one user may start only a limited number of paid bookings in a short period (currently 3 in 30 minutes). Walk-in bookings added by a Facility are not counted.
• Enter correct patient details. A booking made with wrong details may be refused by the Facility.
• If your payment succeeds after the slot hold has ended and the session is full, the booking is not confirmed. You may reschedule to another session or ask support for a refund of the consultation fee.

5. Fees and payments

• The consultation fee is set by the Facility, not by us. A platform fee (a percentage of the consultation fee, set by us) and GST at 18% on the platform fee are added. The total is shown before you pay.
• Payments are processed by Razorpay (Razorpay Software Private Limited) or another licensed payment partner by UPI, card, net banking or wallet. We do not store your card or UPI details. The partner's terms apply to the payment.
• We bear the payment gateway charges. You do not pay them.
• Money for the consultation fee is held by us and paid out to the Facility after the session, normally 24 hours after the session ends. We may hold or withhold a payout during a dispute, a complaint or a suspected fraud.
• All prices are in Indian rupees.

6. Cancellation, rescheduling and refunds

• Reschedule: free, until the session starts, to a later session of the same doctor at the same Facility, if a seat is free and no complaint is open.
• Cancel by you: allowed until 2 hours before the session starts. We refund the consultation fee. The platform fee and GST are not refunded.
• Cancelled or closed by the Facility: you receive a refund of the consultation fee.
• Doctor unavailable or Facility closed: you may reschedule, or raise a complaint from the session start time until 24 hours after the session ends. If the complaint is accepted, the consultation fee is refunded.
• Duplicate payment: a genuine double charge for one booking is refunded in full.
• No-show: no refund if you do not attend a confirmed session.
• Refunds go back to the original payment method. It usually takes 5 to 7 working days, depending on your bank or payment provider.
• The Refund & Cancellation page in the app explains these rules in plain words.

7. Facility cancellations and Cancellation Charge

• If a Facility cancels a confirmed paid booking, the patient is refunded the consultation fee and the Facility owes us a Cancellation Charge (a flat amount per booking set by us, plus GST; the Facility sees the exact amount in the app before it confirms).
• The Cancellation Charge is not applied when the Facility closes or pauses sessions with at least 24 hours' notice, or where the law requires otherwise.
• Unpaid Cancellation Charges are deducted from the Facility's future payouts and stay on its account until settled.

8. Verified badge

• Doctors and Facilities may buy an optional "Verified" badge for Rs 500 per year (including taxes), for up to 5 years in total.
• We check the registration numbers you enter (no documents are uploaded). We may compare them with public registers. The badge shows that we reviewed those numbers. It does not guarantee a doctor's skills, a Facility's quality, or that a licence stays valid.
• We may approve or reject a request. If a request is rejected you may ask support for a refund of the fee.
• The badge ends when it expires, when you change your licence number (doctors), when an approved change of PAN or trade licence number is made (Facilities), when we find the information to be wrong, or when your account is suspended.
• Unverified doctors and Facilities can still use the Platform and take bookings.

9. Doctors

• Keep your registration valid and your profile accurate.
• Follow the National Medical Commission Act, 2019 and the NMC rules on professional conduct, including limits on advertising.
• Attend your sessions. If you cannot attend, mark yourself unavailable in the app as early as possible.
• You alone are responsible for the medical services you provide and for keeping patient information confidential.

10. Facilities

• Provide accurate business details and keep your licences valid (for example clinical establishment, drug licence for pharmacies, trade licence).
• Set fees honestly and honour confirmed bookings.
• Use patient details only to deliver the appointment. Do not use them for marketing or share them with anyone else.
• List a doctor only after the doctor has accepted your invitation.
• You are responsible for your staff and sub-users, and for completing bank and KYC verification with our payment partner.

11. Acceptable use

Do not:

• give false information or pretend to be someone else;
• make fake or repeated bookings, or abuse refunds or complaints;
• scrape, copy or reverse engineer the Platform, or use bots or automated tools;
• try to break, overload or gain unauthorised access to the Platform or other accounts;
• harass, threaten or abuse other users, doctors, Facilities or our staff;
• use the Platform for anything other than booking appointments, such as selling medicines or advertising;
• avoid our fees or payment flow by taking bookings outside the Platform for slots listed on it.

12. Support and complaints

• Raise a complaint through the booking in the app, or contact support (details in the Help page).
• We may help resolve a dispute between a patient and a Facility or doctor, but we are not a party to it. Our decision on refunds under these Terms is final, subject to your rights under law.

13. Suspension and termination

• We may suspend or close an account, remove a listing or hold payouts if you break these Terms, give false information, misuse the Platform, are involved in fraud, or if the law or an authority requires it. Where practical we will tell you why.
• You may stop using DoctorOne at any time and delete your account from the app (Options menu, Delete account).
• Terms that by nature should continue (payments owed, intellectual property, disclaimers, liability, disputes) continue after your account ends.

14. Intellectual property and rights

• All rights reserved. DoctorOne, the DoctorOne name, logo, app, website, design, software, text, graphics, databases and all related content are owned by Anahata (the "Owner") and are protected by Indian and international copyright, trademark and other laws. All rights not expressly granted are reserved by the Owner/Anahata/DoctorOne.
• We give you a limited, personal, non-exclusive, non-transferable, revocable licence to use the Platform for its intended purpose. You may not copy, modify, distribute, sell, lease, sub-license or create derivative works of the Platform, or use our name or logo without our written permission.
• You keep ownership of the content you submit (such as profile text and photo). You give us a worldwide, royalty-free licence to host, display and use it to run and promote the Platform. You confirm you have the right to submit it.
• If you send us feedback or ideas, we may use them without owing you anything.

15. Third-party services

The Platform relies on third parties such as payment (Razorpay), SMS and OTP delivery, push notifications, cloud hosting and database (Supabase and its infrastructure providers), and Cloudflare for security and delivery. Their own terms and policies apply to their services. We are not responsible for their failures, but we choose them carefully.

16. Disclaimers

• The Platform is provided "as is" and "as available". To the extent the law allows, we do not promise that it will be uninterrupted, error-free or always available.
• We do not provide medical services, are not responsible for the advice, treatment, conduct or negligence of any doctor or Facility, and do not guarantee the accuracy of profiles, fees, timings or availability entered by them.

17. Limitation of liability

To the extent permitted by law, we are not liable for indirect, incidental, special or consequential losses, loss of profit or data, or any loss arising from medical services received at a Facility. Our total liability to you for any claim about a booking is limited to the amount you paid us for that booking. Nothing in these Terms limits liability that cannot be limited under Indian law or your rights under the Consumer Protection Act, 2019.

18. Indemnity

You agree to compensate us for losses, claims and costs (including reasonable legal fees) that arise from your breach of these Terms, your misuse of the Platform, or your breach of any law or third-party right. Doctors and Facilities also indemnify us for claims arising from the services they provide.

19. Force majeure and maintenance

We are not responsible for delay or failure caused by events beyond our reasonable control, such as natural disasters, epidemics, power or internet failure, strikes, government action or failure of third-party services. We may put the Platform into maintenance mode from time to time. Bookings and payments may be paused during maintenance.

20. Changes to the Platform and these Terms

The Owner (Anahata / DoctorOne) may change, edit, update, add to or remove any part of the Platform, these Terms, the Privacy Policy and the Refund & Cancellation Policy at any time. The version published on our website and in the app, with its effective date, is the current one. If a change is important we will also tell you in the app or by notification. Continuing to use the Platform after the effective date means you accept the updated Terms. If you do not agree, stop using the Platform and delete your account.

21. Governing law and disputes

• We follow the law of the land. We are serving users in India and these Terms are governed by the laws of India.
• Please first contact our Grievance Officer (section 22). We try to resolve complaints within 30 days.
• Subject to the above and to any consumer right to file a case where you live, the courts at Purulia, West Bengal, India have exclusive jurisdiction.

22. Grievance Officer and contact

In line with the Information Technology Act, 2000, the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Consumer Protection (E-Commerce) Rules, 2020:

• Grievance Officer: Mrinal Mahato
• Email: [email protected]
• Business: Anahata, Motipur, Hura, Purulia, West Bengal, 723130, India
• Support: [email protected] · Phone: +91 76795 90646
• We acknowledge complaints within 48 hours and aim to resolve them within 30 days.

23. General

These Terms, with the Privacy Policy and the Refund & Cancellation page, are the whole agreement between you and us. If a part is held invalid, the rest continues. Our not enforcing a right is not a waiver. You may not transfer your rights; we may transfer ours to a successor of the business. Notices may be sent to the email or phone number on your account or shown in the app.