Terms & Conditions

1. Terms of Use

The domain name dratdoorstep.com (also referred to as "Doorstep", "Website", "we", "us", or "our") and the mobile application Dr at Doorstep are operated by M/s. Nisarg Wellness Private Limited (formerly known as Nisarg Wellness Private Limited), an internet-based portal. The company is duly incorporated under the provisions of the Companies Act, 2013, having its registered office at 11/A, Dipawali Society Karelibaug, Vadodara, Gujarat, India, 390018.

The following terms and conditions (referred to as the "Terms of Use"), including the applicable policies incorporated herein by reference, govern your access to or use of the Website, transactions, and the use of services hosted or managed through the Website. These Terms of Use constitute a legal and binding contract between you (referred to as "You", "Your", or the "User") on one part and Doorstep on the other part.

Before you decide to access the website or avail the services made available on the website, please carefully go through these Terms and the privacy policy available at dratdoorstep.com/company/privacy. By accessing, browsing, or transacting on the website, or availing of services, you signify your agreement to be bound by these Terms and the Privacy Policy. Together, they constitute a legal agreement ("Agreement") between you and the Company.

The website is a platform that facilitates: (i) consulting doctors online or at your home; (ii) booking diagnostic tests and health check-ups; (iii) ordering online medicines; (iv) ambulance service providers; (v) pre-paying for doctor appointments; and (vi) subscribing to healthcare plans. In addition, the Website facilitates access to healthcare and wellness services in offline mode through independent third-party service providers, and serves as an information platform providing health and wellness related information ("Services") to the Users.

Doorstep authorizes You to view and access the content available on the Website solely for the purpose of availing of the Services. The content on the Website, including without limitation information, text, graphics, images, logos, design, and software code, includes content provided by Third-Party Service Providers ("Third-Party Content") as well as in-house content made available by the Company ("Doorstep Content"). All these materials collectively form the "Content".

2. Eligibility to Use

In order to use the Services and/or conduct business with third-party service providers through the Website, you must register in accordance with the process established by Doorstep. You must be at least 18 years of age to register, access, or use the Website, Mobile Application, or the Services in any manner. By registering or using the Website, you represent and warrant that you are 18 years of age or older and possess the legal right and capacity to enter into this Agreement.

If you are under the age of 18, you may access or use the Website or mobile application only with the active approval and consent of a parent or legal guardian. The Website and mobile application do not offer products or services intended for use by minors. Doorstep strongly encourages parents and guardians to actively supervise the online activities of their minor child(ren).

3. Condition to Use

During the registration process, Doorstep may require you to provide certain personal information, including but not limited to the following:

• Name;
• User ID;
• Email address;
• Address (including country, city, and ZIP/postal code);
• Gender & Age;
• Phone number / WhatsApp contact details;
• Password chosen by the User;
• Valid financial account information; and
• Other details as you may volunteer.

4. Privacy & DPDP Act

4.1. End-User Account and Data Privacy

The terms "personal information" and "sensitive personal data or information" (SPI) are defined under the Reasonable Security Practices and Procedures and Sensitive Personal Data or Information Rules, 2011, and are incorporated in the Privacy Policy.

Doorstep may collect information relating to the devices through which you access the Website, and anonymous data of your usage. The collected information shall be used for improving the quality of Doorstep services. Doorstep may also use this in anonymised and aggregated form for medical research purposes in compliance with applicable laws.

The Website allows Doorstep to access registered Users' personal email or phone number for communication purposes to provide booking updates and obtain feedback. The User consents to receive communications via SMS, email, and WhatsApp for service-related updates and promotional purposes, with an option to opt-out at any time.

Doorstep disclaims all liability for the veracity of any sensitive personal data or information that Users provide. The User is responsible for maintaining the privacy of their login password and account access information.

4.2. DPDP Act 2023 Compliance & Grievance Mechanism

In accordance with the Digital Personal Data Protection Act, 2023 (DPDP Act) and the rules made thereunder:

• Users have the right to access their data, seek correction, or withdraw consent for the processing of their personal data, subject to legal obligations.
• Doorstep shall process personal data in a lawful, fair, and transparent manner based on explicit and clear consent.
• Personal data shall be retained only for as long as necessary to fulfill the purposes for which it was collected, or as required by applicable laws. Medical and health-related records may be retained for a minimum period of 3 to 5 years.
• The Company shall appoint a Data Protection Officer (DPO) / Grievance Officer to address concerns relating to data processing. Grievances can be submitted directly to info@dratdoorstep.com.
• In the event of a personal data breach, Doorstep shall take immediate mitigation measures and notify affected Users and relevant regulatory authorities.
• User acknowledges that personal data may be transferred, stored, or processed outside India, subject to compliance with applicable legal provisions and appropriate safeguards.

5. Listing & Information

Doorstep may collect and display certain information relating to Practitioner(s) or third-party service providers (specialization, qualifications, fees, location, and hours) for general guidance. Doorstep shall not be held liable for any inaccuracies, errors, or omissions therein.

The Website and Services are provided on an "as is" and "as available" basis without any warranties or conditions, express or implied. Doorstep does not guarantee the completeness or reliability of any content or information made available by third parties and disclaims all liability arising from any reliance placed on such content.

The Website may contain links to third-party websites. Doorstep does not control or endorse such websites and shall not be responsible for their content or reliability. Accessing such links shall be at the User’s own risk.

6. Bookings & Call Facility

Doorstep enables Users to connect with doctors and healthcare service providers through of an online appointment booking facility and telephonic communication services.

Doorstep shall use reasonable efforts to facilitate confirmed appointments. However, Doorstep shall not be liable in the event an appointment is cancelled, rescheduled, or the doctor/provider becomes unavailable due to reasons beyond Doorstep’s control.

User understands and agrees that Doorstep is not involved in providing medical advice or diagnosis and is not responsible for:

• User interactions and associated issues with the Practitioner;
• The ability or intent of the Practitioner(s) in fulfilling obligations toward Users;
• Any incorrect medication prescribed, quality of treatment, or medical negligence on part of the Practitioner(s);
• Inappropriate treatment or misconduct by the Practitioner(s) or their staff;
• Rescheduling or cancellation by the Practitioner(s), or variation in the fees charged.

6.1. Patient-No-Show (P.N.S) Policy

A "Patient-No-Show (P.N.S)" occurs when a User books an appointment but fails to attend without prior cancellation. Doorstep reserves the right to restrict or suspend booking privileges for users with instances of PNS.

Following instances will be construed as valid cases of PNS (Valid PNS):

• User does not reply within seven (7) days to a PNS communication query;
• User responds stating: "Forgot the appointment", "Chose to visit another practitioner/consultation", or "Busy with other work" without reasonable justification.

Where the User booked a paid appointment and is unable to visit due to genuine sickness reasons, a refund may be provided to the health wallet, subject to verification. Cancellation fees may apply.

7. E-Pharmacy Rules

The Website may facilitate the ordering and delivery of pharmaceutical products through licensed third-party vendors. The sale of medicines shall be subject to applicable laws and shall require a valid prescription. No medicines categorized under Schedule H, H1, or X shall be dispensed without a valid prescription issued by a registered medical practitioner.

Doorstep reserves the right to verify prescriptions and to reject, cancel, or suspend any order that is found to be invalid, incomplete, or suspicious. The User agrees to provide accurate prescription details and is solely responsible for their authenticity.

All pharmaceutical products are supplied by independent third-party licensed pharmacies. Doorstep is not responsible for the quality, condition, or shipping. In the case of temperature-sensitive medical products requiring cold chain maintenance, the compliance responsibility lies solely with the third-party pharmacies.

8. Ambulance Disclaimer

Ambulance services made available through the Website are provided by independent third-party service providers. Doorstep does not guarantee availability, response time, or suitability. Response times vary due to traffic, weather, and operational constraints. Doorstep is not responsible for delays, denial of hospital admission, or medical outcomes during transit.

Doorstep shall not be liable for any injury, accident, deterioration of medical condition, or death occurring during transit or in connection with the ambulance services. The User acknowledges that transport outcomes are beyond the control of the technology platform.

9. Telemedicine Guidelines

Some content, guidance, or information available on the Website may be provided by individuals in the medical profession. The provision of such information does not create a licensed medical professional-patient relationship between Doorstep and you. It does not constitute an opinion, medical advice, diagnosis, or treatment, and is provided solely to assist you in locating appropriate care.

Any teleconsultation services facilitated shall be conducted by concerned Practitioners in compliance with the Telemedicine Practice Guidelines, 2020 (India) and regulations of the National Medical Commission (NMC). Practitioners are solely responsible for compliance with telemedicine prescription rules, including restrictions on prescribing specific categories of medicines.

Teleconsultation may not be appropriate for all medical conditions, and diagnosis may be limited in the absence of a physical examination. Practitioners reserve the right to recommend in-person physical consultation if required.

10. Practitioner Terms

This section is applicable only to Practitioners. Practitioners must be registered, licensed, and qualified to practice medicine within the territory of India in accordance with the Indian Medical Council Act, 1956 and rules thereunder.

Doorstep may collect and display information relating to provider profiles, contact details, and visibility. The ranking/visibility of Practitioners on the platform is determined by algorithmic mechanisms based on user feedback and rating parameters, not manually controlled by Doorstep.

Practitioners authorize Doorstep to record, store, or process calls made through the telephony facility for training and quality control purposes. Call recording requires User consent, which is communicated during call initiation.

Practitioners represent and warrant that they shall use the Services in accordance with applicable laws, including guidelines issued by the NMC. Any violation of licensing or medical guidelines is the Practitioner's sole responsibility.

11. Profile & Uploads

Doorstep facilitates profile updates for registered Practitioners. Doorstep reserves the right of profile ownership, censoring, or formatting of Practitioner profiles, images, and visual content on the platforms. Doorstep retains the sole discretion to publish or reject requests for profile modifications.

12. Reach & Sponsored Ads

Doorstep reserves the right to display sponsored alerts or advertisements on its platforms. These advertisements will be labeled as "sponsored ads". Doorstep does not warrant the veracity of information or claims contained in sponsored advertisements and does not endorse the services of sponsored providers. Users browse such ads at their own risk.

13. Subscription Plans

Doorstep may offer subscription-based healthcare plans subject to validity periods, scope of services, and subscription fees. Subscription plans are personal, non-transferable, and valid only for the registered user. Services are subject to geographic limitations and provider availability.

Unless explicitly stated, any unused benefits, consultation allocations, or discounts will not be carried forward or refunded after expiration of the subscription validity period. Any misuse or sharing of subscription benefits may result in immediate termination of the plan without refunds.

14. Safety & Fraud Policy

Doorstep reserves the right to verify prescriptions, require Know Your Customer (KYC) documentation, and verify user identity. Doorstep has the right to block suspicious accounts and cancel orders that fail verification.

Any misuse of the Platform, including but not limited to the submission of fraudulent prescriptions, unlawful attempts to procure controlled substances, or using the services to engage in criminal activities (e.g., drug trafficking, harassment, molestation, physical violence, or any other offenses punishable under law) is strictly prohibited. Doorstep will cooperate with law enforcement authorities and report such violations, for which the User shall be solely and criminally liable.

15. Termination of Use

Doorstep reserves the right to suspend, cancel, or restrict access to the Website and Services if you violate any terms of the Agreement, if information is not verifiable, or if Doorstep has reasonable grounds to suspect fraudulent or illegal activity. Upon termination, you will lose access to data, files, and records stored within the account.

The User is solely responsible for maintaining appropriate and continuous backups of their medical records. Doorstep shall not be liable for any data loss following suspension or termination of the account.

16. Limitation of Liability

To the fullest extent permitted under applicable law, Doorstep, its directors, or employees shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, records, data, business opportunities, or goodwill, arising out of the website use.

Doorstep is not liable for any acts, omissions, errors, or negligence in services provided by third-party service providers (practitioners, pharmacies, diagnostic networks, and ambulance operators). Without prejudice to the above, the total liability of Doorstep shall not exceed the amount paid by the User for the specific service giving rise to the claim.

17. Indemnity Clause

The User and Practitioner agree to indemnify, defend, and hold harmless Doorstep, its affiliates, directors, officers, employees, and agents from and against any and all claims, liabilities, damages, losses, costs, and expenses (including legal fees) arising out of: (i) misuse of the Website or Services; (ii) violation of these Terms; (iii) breach of applicable laws; (iv) negligence, misconduct, or medical deficiencies in services provided by Practitioners; or (v) fraudulent representation by the User.

18. Intellectual Property

All content displayed on the Website, including text, logos, icons, source code, data structure, arrangement, and design, is the property of Nisarg Wellness Private Limited and protected under trademark and intellectual property laws of India. Unauthorised copying, reproduction, or use of the copyrighted content/trademarks for commercial purposes is strictly prohibited and subject to legal action.

Users shall not access or use the Services for the purpose of monitoring availability, performance, or functionality, or for web scraping, data mining, or competitive benchmarking purposes.

19. Force Majeure & SLA

Doorstep is not responsible for any delay, default, default in delivery timelines, or service default caused by natural disasters, acts of government, strikes, power grid failures, cellular/communication network failures (not attributable to Doorstep), or any other cause beyond Doorstep's reasonable control (a "Force Majeure Event"). Delivery schedules are indicative only and non-binding.

Doorstep does not warrant that the website or application will be uninterrupted or error-free. The system may require scheduled maintenance downtime or upgrades.

20. Disputes & Arbitration

Any dispute, claim, or controversy arising out of or in connection with these Terms of Use, including their existence, validity, interpretation, or termination, shall be resolved by way of arbitration in accordance with the provisions of the Arbitration and Conciliation Act, 1996.

The arbitration shall be conducted by a sole arbitrator appointed by Doorstep. The seat and venue of the arbitration shall be Vadodara, Gujarat, India. The language of arbitration shall be English. The arbitration proceedings shall remain confidential. The award of the arbitrator shall be final and binding on the Parties.

Subject to the arbitration clause, any legal action or court proceedings shall be subject to the exclusive jurisdiction of the competent courts located at Vadodara, Gujarat, India.

21. Contact & Support

If you have any grievances, comments, questions, or concerns regarding any of our services, you may contact our customer support or Grievance Officer at the following coordinates:

Nisarg Wellness Private Limited
Registered Office: 11/A, Dipawali Society Karelibaug, Vadodara, Gujarat, 390018
Support Email: info@dratdoorstep.com
Helpline Number: 8000126666 / 80001 26666

Grievance Officer: Please refer to our Grievance Redressal Policy available at dratdoorstep.com/grievance-redressal-policy for data protection queries.