Terms of Service

Part A: Terms for everyone

1. About these Terms

MedoEase (the website medoease.com, partner.medoease.com, the MedoEase and MedoEase Partner apps, our WhatsApp number and related services, together the "Platform") is operated by EasyLocum Solutions LLP, a limited liability partnership registered in India ("MedoEase", "we", "us").

These Terms are a binding agreement between you and us. By creating an account, ticking the box at sign-up, or using the Platform, you accept them. If you do not accept them, do not use the Platform.

Part A applies to everyone. Part B adds terms for patients and members. Part C adds terms for doctors, clinics, pharmacies, labs, coaches, organisations and other partners. The following also form part of these Terms: our Privacy Policy, Refund Policy, Cancellation Policy and Shipping & Delivery Policy, and any terms shown to you when you buy or sign up for a particular product. If those product terms conflict with these Terms, the product terms apply to that product.

These Terms are an electronic record under the Information Technology Act, 2000 and the rules under it, and do not need a physical or digital signature.

2. What MedoEase is, and is not

MedoEase is a technology platform. It helps you store and share health records, book and run consultations, manage clinic queues, set reminders, work with a coach and reach partner services. MedoEase acts as an intermediary within the meaning of the Information Technology Act, 2000.

We do not practise medicine. We do not provide medical advice, diagnosis, treatment, prescriptions, pharmacy, diagnostic, insurance or emergency services. These are provided by independent doctors, clinics, hospitals, pharmacies, labs, coaches, insurers and other partners ("Providers"), who are solely responsible for them.

We do not employ, supervise or control Providers, and listing a Provider is not an endorsement or recommendation. Using the Platform does not create any employment, agency, partnership, joint venture or fiduciary relationship between us and you or any Provider. We check the professional registration a doctor gives us when they join, but we do not guarantee any Provider's qualifications, availability, conduct or the outcome of any consultation, treatment, product or plan.

3. Not for emergencies

Do not use MedoEase in an emergency. If you have chest pain, difficulty breathing, severe bleeding, signs of stroke, a seizure, loss of consciousness, thoughts of self-harm or any other urgent problem, call 112 (national emergency) or 108 / 102 (ambulance), or go to the nearest hospital.

Nobody monitors messages, chats, readings, reminders or uploads on the Platform in real time. A message, reminder or notification may arrive late or not at all. We are not responsible for any harm caused by relying on the Platform instead of seeking timely medical care.

4. AI and automated features

Some features use artificial intelligence or automation, for example the MedoEase assistant (in the app and on WhatsApp), health questionnaires and summaries, reading a prescription from a photo you upload, transcribing a consultation, and draft workout and diet plans.

• Their output is information and administrative help only. It is not medical advice, diagnosis, triage or treatment, and it does not replace a doctor.
• It can be incomplete or wrong, especially when the input is unclear or incomplete. Check anything important with a doctor or pharmacist.
• A prescription read from a photo is marked as an upload. It is not a verified medical record. Never start, stop or change a medicine because of what an AI feature says.
• Where a doctor or coach uses an AI draft, they are responsible for reviewing it before it is used.

To the extent permitted by law, we are not liable for decisions made in reliance on AI or automated output.

5. Who can use MedoEase

• You must be 18 or older and able to enter into a contract under Indian law to create an account.
• A person under 18 may use MedoEase only as a family member added to the account of a parent or legal guardian. The parent or guardian accepts these Terms for them, gives any consent needed on their behalf, and is responsible for their use of the Platform.
• The Platform is meant for use in India. Some features may not work, or may not be lawful, elsewhere.
• You may not use the Platform if we have previously suspended or removed you, or if the law prohibits you from using it.

You confirm that everything you tell us, including your identity, contact details and health information, is true, accurate, complete and kept up to date, and that you have the right to give us any information you provide about another person. We may verify your identity or credentials at any time, and may refuse, limit or close an account if we cannot.

6. Your account and its security

• Keep your password, one-time codes (OTPs), devices and any login links to yourself. MedoEase staff will never ask for your password or OTP.
• One account is for one person. Do not share it or create duplicate accounts.
• You are responsible for everything done through your account until you tell us it has been compromised.
• Tell us at once at [email protected] if you suspect unauthorised access.

We may ask you to verify your identity again, add security checks, sign you out, or lock an account to protect you or others.

7. Acceptable use

You must not, and must not help anyone else to:

• break any law, or use the Platform for anything fraudulent, harmful or misleading;
• impersonate anyone, or misrepresent your identity, qualifications, health or relationship to a patient;
• access, or try to access, anyone's records, account or data without their permission;
• upload content you have no right to share, or content that is unlawful, defamatory, obscene, hateful, harassing, or that infringes someone's privacy or intellectual property;
• harass, threaten or abuse doctors, staff, coaches, other users or our team;
• post fake reviews or ratings, or misuse referrals, coupons, offers, rewards or refunds;
• cheat in challenges, leaderboards or walkathons, for example by faking steps, locations or devices;
• copy, scrape, crawl, frame, resell or commercially exploit the Platform or its data, or use it to build a competing product;
• reverse engineer, decompile or interfere with the Platform, overload it, introduce malware, or get around any security or usage limit;
• probe, scan or test the Platform's security without our prior written permission.

We may remove content, refuse or cancel a booking or order, or restrict an account that we reasonably believe breaks this section. Where the law requires, we will act on lawful orders and complaints under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.

8. Your content and health records

You keep ownership of the records, documents, photos, messages and other content you put on the Platform ("Your Content").

You give us a non-exclusive, royalty-free licence to host, store, copy, process, transmit and display Your Content only to: run and secure the Platform for you; share it with the people and Providers you choose; comply with the law; and handle disputes, fraud and abuse. This licence ends when Your Content is deleted under our Privacy Policy, except for copies we must keep by law.

We do not sell your personal data. We do not use your identifiable health data to train AI models. We may create anonymised, aggregated statistics that cannot identify you, and use them to run and improve the Platform.

Content that a Provider writes about you, such as a prescription or consultation note, is a record made by that Provider. You can see it, but you cannot change it. Providers may keep their own copies where the law requires them to.

9. Privacy, consent and messages

Our Privacy Policy explains how we collect, use, share and protect personal data, including health data, in line with the Digital Personal Data Protection Act, 2023 and other applicable law. Health data is shared with a Provider, family member or other person only when you consent, for example by booking, scanning a code, tapping your Health Card or approving a request in the app. You can withdraw consent for future sharing at any time, but this does not undo sharing that has already happened.

You agree that we may contact you by SMS, WhatsApp, email, phone and push notification about your account, bookings, orders, payments, reminders and security. These messages are part of the service. We send promotional messages only where the law allows, and you can opt out of them at any time.

10. Third-party services

The Platform relies on, and links to, services run by others. These include payment gateways, cloud hosting, messaging and email providers, Google sign-in and calendar, Apple Health and Health Connect, the Ayushman Bharat Digital Mission (ABHA/ABDM), and partner diagnostic, pharmacy, teleconsultation, insurance and wellness services. Their own terms and privacy policies apply when you use them.

We are not responsible for the acts, omissions, availability, security or content of third-party services. We are also not responsible for any goods or services a third party provides to you, except where the law makes us responsible.

11. Prices and payments

• Prices are in Indian Rupees. The price, fees and taxes shown at checkout are the ones that apply, and taxes such as GST are charged as the law requires.
• A booking or order is confirmed only after your payment succeeds and we confirm it to you.
• Payments are processed by our payment partners. We do not store your full card details. We are not responsible for delays or failures caused by banks, card networks, UPI apps or payment gateways. A failed or duplicate payment is reversed under our Refund Policy.
• If a payment is reversed, charged back or disputed without good reason, we may suspend the related service or account and recover the amount owed.
• If a product or service is shown at an obviously wrong price, we may cancel the order and refund you in full.
• Offers, coupons and rewards are subject to their own conditions. We may change or withdraw them, and may cancel any benefit obtained by misuse.

12. Cancellations and refunds

Cancellations and refunds follow our Cancellation Policy and Refund Policy, and any terms shown to you at the time of booking or purchase. We may refuse a refund that we reasonably believe is fraudulent or abusive, for example repeated late cancellations or refunds claimed through several accounts.

13. Availability and changes to the Platform

We work to keep the Platform available and accurate, but we do not promise that it will be uninterrupted, timely, secure or error-free, or that any Provider, slot, product or feature will always be available. We may carry out maintenance, and may add, change, suspend or withdraw any feature. Where a change materially affects something you have paid for and not yet received, we will offer you a fair alternative or a refund for that part.

Features marked beta, pilot or preview are offered as they are and may change or end at any time.

14. Intellectual property

The Platform, including its software, design, text, graphics, the MedoEase name and logos, and its other content, belongs to EasyLocum Solutions LLP or its licensors. Some content, such as exercise images and animations, is licensed from third parties and remains theirs. We give you a personal, limited, revocable, non-transferable right to use the Platform under these Terms. No other right is granted to you.

If you send us feedback or suggestions, we may use them freely without paying you.

15. Closing an account, suspension and termination

You can close your account at any time from the app (Profile → Delete account) or as described at medoease.com/delete-account. Deletion, the grace period, and the records we must keep by law are explained in our Privacy Policy. Closing an account does not cancel amounts already owed, or bookings and orders already completed.

We may suspend, restrict or close an account, or refuse service, immediately and where appropriate without notice, if we reasonably believe that: you have broken these Terms or the law; there is fraud, abuse, a security risk or a risk to others; information you gave us is false; a payment is unpaid or reversed; a Provider's registration or credentials are not valid; or a law, court or authority requires it. We may also stop offering the Platform or any part of it, with reasonable notice where practical.

Sections that by their nature should continue after an account closes continue to apply. These include payments owed, content licences needed to meet legal duties, disclaimers, limitation of liability, indemnities and dispute resolution.

16. Disclaimers

To the fullest extent permitted by law, the Platform is provided "as is" and "as available". We give no warranties, express or implied, including warranties of fitness for a particular purpose, accuracy or non-infringement. Health, fitness and wellness information on the Platform is general information, not advice for your particular situation.

17. Limitation of liability

To the fullest extent permitted by law:

• We are not liable for the advice, diagnosis, treatment, prescriptions, products, plans, acts or omissions of any Provider or other third party, or for any medical or health outcome.
• We are not liable for any indirect, incidental, special, consequential or punitive loss, or for loss of profits, revenue, data, goodwill or opportunity.
• We are not liable for loss caused by your failure to keep your account secure, by information you gave being inaccurate, or by events covered by section 19.
• Our total liability to you for all claims relating to the Platform is limited to the greater of (a) the amount you paid to us (not amounts passed on to Providers) in the 12 months before the event giving rise to the claim, and (b) ₹10,000.

Nothing in these Terms limits liability for fraud, wilful misconduct or gross negligence, or any liability or consumer right that cannot be limited or waived under Indian law, including the Consumer Protection Act, 2019.

18. Indemnity

You will indemnify and hold harmless EasyLocum Solutions LLP, its partners, employees and agents against claims, losses, penalties and reasonable costs (including legal fees) arising from: your breach of these Terms or the law; Your Content; false or misleading information you gave; your use of another person's identity, documents or data without authority; your misuse of the Platform; or your infringement of anyone's rights. This does not apply to the extent the loss was caused by our own breach or negligence.

19. Events beyond our control

We are not responsible for delay or failure caused by events beyond our reasonable control. Examples include natural disasters, fire, flood, epidemic, war, terrorism, riots, strikes, government action, power, internet or telecom failures, failures of cloud, payment, messaging or other third-party services, and cyber attacks that occur despite reasonable security.

20. Complaints and Grievance Officer

For help, write to [email protected]. For a complaint, including about content on the Platform, a breach of these Terms, or how we handle your personal data, write to our Grievance Officer at [email protected] with your registered phone number or email and the details of the complaint.

We acknowledge complaints within 24 hours and aim to resolve them within 15 days, as the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Consumer Protection (E-Commerce) Rules, 2020 require. If you are not satisfied with how we resolve a complaint about personal data, you may approach the Data Protection Board of India.

21. Governing law and disputes

These Terms are governed by the laws of India.

Before starting any proceedings, please raise the dispute with our Grievance Officer and give us 30 days to resolve it.

Any dispute that is not resolved will be finally settled by arbitration under the Arbitration and Conciliation Act, 1996, by a sole arbitrator appointed by agreement or, failing agreement, as provided in that Act. The seat of arbitration is New Delhi, the language is English, and hearings may be held online. Subject to this, the courts at New Delhi have exclusive jurisdiction. Either party may seek urgent interim relief from those courts.

If you are a consumer, nothing in this section takes away your right to approach a Consumer Commission or any other forum available to you under the Consumer Protection Act, 2019.

22. Changes to these Terms

We may update these Terms from time to time. For a material change we will tell you in the app or by email before it takes effect, at least 15 days before for patients and members and 30 days before for changes to a partner's commercial terms, unless the change is required sooner by law or to address security or misuse. The "Last updated" date shows the current version. If you keep using the Platform after a change takes effect, you accept the updated Terms. If you do not accept them, stop using the Platform and close your account.

23. General

• Entire agreement: these Terms, with the policies and product terms they refer to, are the whole agreement between you and us about the Platform.
• Severability: if any part is found invalid or unenforceable, the rest stays in force, and the invalid part is applied as far as the law allows.
• No waiver: if we do not enforce a right straight away, we have not given it up.
• Assignment: you may not transfer your rights or obligations under these Terms without our written consent. We may transfer ours, for example in a merger, acquisition, reorganisation or sale of the business, as long as your rights under these Terms are not reduced.
• Notices: we may send notices to the email, phone number or app account you registered. Legal notices to us go to [email protected].
• Language: if these Terms are translated, the English version prevails.

24. Contact

EasyLocum Solutions LLP (MedoEase). Support: [email protected]. Privacy: [email protected]. Grievance Officer: [email protected]. Partners: [email protected].

Part B: Patients and members

These terms apply in addition to Part A when you use MedoEase as a patient, a member or a family member.

25. Consultations and bookings

• The doctor or clinic sets the consultation fee, decides whether to consult, and is responsible for the consultation, any prescription and any follow-up.
• Video and phone consultations follow the Telemedicine Practice Guidelines. A doctor may decide that a remote consultation is not suitable and ask you to visit in person. Some medicines cannot be prescribed remotely.
• Queue positions, waiting times and slot times are estimates. Providers may run late, reschedule or cancel, and the Cancellation Policy explains what happens then.
• Arrive on time and cancel in the app if you cannot attend. A no-show may mean you lose the fee.
• Give the doctor complete and accurate information. What you leave out or get wrong can affect your care.

26. Your records and who sees them

• You decide what to store and whom to share it with. Once you share a record with a Provider, they may keep a copy under their own legal duties, and withdrawing access later does not delete that copy.
• Your Health Card, QR code and emergency card show the details you chose to anyone who scans or taps them, including first responders. Choose what to include with care.
• Prescriptions you upload yourself are labelled as uploads and are not verified medical records.
• Linking your ABHA and exchanging records through the Ayushman Bharat Digital Mission also follows that Mission's rules and the consents you give there.

27. Family members

If you add a family member, you confirm that you have their consent or, for a child or a person who cannot consent, the legal authority to act for them. You are responsible for what you do on their behalf. An adult family member may ask us to remove their data from your account.

28. Reminders, tracking and connected devices

Medicine, water, meal, sleep and other reminders, step counts, and data imported from Apple Health, Health Connect or other devices are there to help you, but they may be late, missed or inaccurate. Do not rely on them alone for a medicine or treatment where a missed or wrong dose could harm you. The person responsible for taking a medicine as prescribed is the patient, or their carer.

29. Coaching

• Fitness and wellness coaches are independent Providers. Unless they say otherwise, they are not doctors, and coaching is not medical treatment.
• Check with a doctor before starting a new exercise or diet plan, especially if you are pregnant or have a medical condition, injury, or allergy. You take part in exercise at your own risk. Stop and seek help if you feel unwell.
• You decide whether a coach can see your medical history, and you can turn this off at any time.
• Coaching fees, the platform fee and any taxes are shown before you pay.

30. Health groups, challenges and walkathons

Taking part is voluntary. Your display name, progress and rank may be visible to other members of the group or event. Do only the physical activity that is safe for you. We may verify activity, for example with location checks, and may disqualify entries, remove members or withdraw rewards where we suspect cheating or misuse. Prizes and rewards are discretionary unless the event terms say otherwise.

31. Health Card, insurance and partner services

• Health Card orders follow the terms shown at purchase and our Shipping & Delivery Policy and Refund Policy.
• Any insurance cover included with a product is provided by the named insurer under its policy document, which sets out the cover, limits, exclusions and claims process. MedoEase is not an insurer and does not decide claims.
• Diagnostic, pharmacy, teleconsultation and other services you open through MedoEase may be provided by partner companies under their own terms. Medicines are sold and dispensed by licensed pharmacies, not by MedoEase.

Part C: Doctors, clinics, coaches and other partners

These terms apply in addition to Part A when you use MedoEase as a doctor, clinic, hospital, pharmacy, lab, coach, organisation, insurance partner or member of their staff (a "Partner"). In Part C, "you" means the Partner.

32. Authority and verification

• If you sign up for an organisation, you confirm that you are authorised to bind it to these Terms. The organisation is responsible for its staff accounts and what they do.
• You will give us accurate and current details of your registration, licences, qualifications, certifications and business (for doctors, a valid registration with the National Medical Commission or a State Medical Council), and tell us at once if any of them lapse, are suspended or change.
• We may verify your details, ask for documents, and refuse, suspend or limit an account until verification is complete or if a registration is not valid. Verification by us does not shift your professional responsibility to us.

33. Professional responsibility

You act as an independent professional or business, not as our employee or agent. You alone are responsible for the advice, diagnosis, treatment, prescriptions, medicines, tests, plans and services you provide, and for their quality and safety. You will comply with all laws that apply to you, including where applicable:

• the National Medical Commission Act, 2019, the professional conduct regulations made under it, and the Telemedicine Practice Guidelines;
• the Drugs and Cosmetics Act, 1940 and its rules (including restrictions on prescribing and dispensing scheduled drugs), and the Clinical Establishments Act, 2010 or the equivalent State law;
• the Digital Personal Data Protection Act, 2023, consumer protection law and tax law.

Coaches must not diagnose or treat medical conditions, or present themselves as medical professionals unless they are registered as one. You will hold any professional indemnity insurance that the law or your professional body requires.

34. Patient and client data

• You may access a patient's or client's data only where they have consented or you are providing care or coaching to them, and only for that purpose. You must not export, copy, sell, or use it for marketing.
• Keep it confidential, keep your devices and logins secure, give staff only the access they need, and remove access for anyone who leaves.
• Tell us at [email protected] promptly, and within 24 hours, if you become aware of any unauthorised access to or misuse of data on the Platform.
• Records you are required by law to keep remain your responsibility. We store records on the Platform on your behalf under these Terms and our Privacy Policy.

35. Recordings and AI tools

You must tell the patient and obtain their consent before recording a consultation. Transcripts, summaries, documentation and plan drafts produced by AI tools are drafts. You must review and correct them before you rely on them, sign them or send them. Once you use or send a draft, it is your record and your advice.

36. Fees, payments and payouts

• The commission, platform fees and payout terms that apply to you are the ones shown in the partner portal or agreed with us in writing when the transaction happens. They are also shown on your invoices.
• Payouts are made through our payment partners and depend on KYC, a valid bank account and their timelines. We may hold or set off amounts that are subject to a refund, cancellation, chargeback, complaint or suspected fraud until the matter is resolved, and recover amounts paid to you in error.
• You are responsible for your own taxes, including GST registration and returns where applicable. We deduct or collect tax at source where the law requires.
• We may change fees or commercial terms with at least 30 days' notice. If you do not accept a change, you may stop using the paid feature before it takes effect.

37. Listings and conduct

Your profile, fees, availability and claims must be accurate and must not be misleading. You must not post fake reviews, offer inducements for reviews, or make claims that breach advertising or professional-conduct rules. For bookings, orders or clients that come to you through MedoEase, you must not ask patients or clients to pay outside the Platform in order to avoid our fees.

38. Partner indemnity

In addition to section 18, you will indemnify and hold harmless EasyLocum Solutions LLP, its partners, employees and agents against claims, losses, penalties and reasonable costs (including legal fees) arising from: the professional services, advice, treatment, products or plans you provide; any medical negligence or deficiency in service by you or your staff; your breach of your data obligations; or a lapse in your registration or licences.

39. Closing a partner account

You can request closure in the MedoEase Partner app or partner portal (Delete account), or by emailing [email protected] from your registered email address. We close the account within 30 days, once pending payouts, refunds and disputes are settled. Clinical records you wrote are kept, with access restricted, for as long as the law requires. We may suspend or close a Partner account under section 15, or if we receive serious or repeated complaints about patient or client safety.