Term and condition

Sumitra Hospital (“Sumitra Hospital”) is offering the facility of clinical consultation using video conferencing clinical and care services (“Services”) through its mobile application (App) with the name – Sumitra Hospital App, website https://www.sumitrahospital.com & website telemedicine link – https://www.sumitrahospital.com/e-clinic. The following terms and conditions govern all your transactions with respect to the Services  payment and refunds and/or any and all other transactions through the application and website or through its authorized third-party websites.

The Services available on the application and website do not in any way constitute an invitation or recommendation to avail the Services. The Services provided through the Application and Website are not intended in any way to be a substitute for face-to-face consultation with a health practitioner. Sumitra Hospital advises users to make an independent determination in respect of accuracy, usefulness and suitability prior to making any decision based on the information provided.

1. Availability, Appointment, Rescheduling and/or Cancellation

• Services shall be available for various specialties & investigations and as per the fees listed in the schedule on the website.

• The Services with respect to a specific doctor/physician or investigations shall be available subject to their availability or machine availability. Confirmation of your appointment shall be sent via SMS and/or email. Sumitra Hospital reserves the right to reschedule or cancel an appointment without prior notice.

• The appointment time provided to you is indicative and the actual time may vary.

• Your appointment shall be deemed cancelled in case of your absence at the appointed time.

2. User Submissions / Disclosures

• You are required to submit/upload relevant personal and clinical information on the Application and Website for seeking appropriate advice related to the patient’s condition.

• This information may include name, age, gender, address, clinical history, investigation reports, prescriptions, contact details, card holder’s name and other relevant details.

• You are advised to submit complete and accurate information for availing the Services. If the information is incomplete, false, deceptive or misleading, Sumitra Hospital reserves the right to cancel your appointment without liability.

• Sumitra Hospital may use your information for providing services including analysis, research, training and disclosure (where required) to affiliates, agents and government authorities.

• Sumitra Hospital or its service providers may contact you regarding services requested including post-consult or post-diagnosis follow-up.

You shall receive an OTP from Sumitra Hospital for login and accessing/downloading medical records from the application and website. You agree to keep the OTP confidential and not share it with any third party. If shared, your medical information may become accessible to others and Sumitra Hospital shall not be liable for such disclosure.

You also understand that your login credentials must remain confidential. Sharing them may lead to unauthorized access to your medical records.

Sumitra Hospital reserves the right to remove files uploaded by you after 3 months of your appointment.

Sumitra Hospital reserves the right to remove prescriptions uploaded by the doctor after 3 years.

3. Mode of Communication

Services available on the application and website shall be provided via:

• Video conferencing (for consultations)

• In-person visits

Please ensure you have proper video conferencing equipment and internet connectivity. In case of technical issues or connectivity failure, the appointment may be rescheduled or cancelled by Sumitra Hospital.

You acknowledge that video consultations are remote and do not involve physical examination. The doctor’s opinion is based on verbal communication and information provided by you.

Any consultation or prescription must be clinically correlated with a physical examination where required.

Sumitra Hospital shall not be liable for misdiagnosis or interpretation errors resulting from:

• Failure to provide complete or correct clinical information

• Suppression of material facts

• Misinterpretation of advice

• Failure to follow the doctor’s prescription

These Services are not meant for emergency or life-threatening conditions. In such cases, please visit the nearest hospital immediately.

4. Device Permissions

We request the following permissions for the Sumitra Hospital App:

SMS

• Receive & Read SMS for OTP login verification

• Send SMS invitations for consultations or notifications

Microphone & Camera

• Voice commands

• Audio/video consultations with doctors

Notifications

• Appointment reminders

• Health alerts

• App updates and promotions

Files & Images

• Upload reports or documents for consultation

SSID/BSSID

• To check Wi-Fi strength for better service connectivity

GPS Location

• To identify nearby Sumitra Hospital facilities and enable check-in services.

5. Cookies

To store preferences and browsing behavior, Sumitra Hospital may use cookies. By visiting https://www.sumitrahospital.com, you authorize the placement of cookies on your browser.

6. Service Fees & Prescription Letter

Services may be availed subject to payment of applicable consultation fees as prescribed by Sumitra Hospital. Except for in-person consultation, prescriptions will be available on the application or website after receipt of payment.

7. Electronic Payments / Refunds

Payments may be made via internet banking or debit/credit card through secure payment gateway partners.

Sumitra Hospital is not liable if incorrect payment details are provided or if a payment card not owned by you is used.

Refunds may be processed if:

• Appointment is cancelled by you or Sumitra Hospital

• Prescription is not available on the application or website

Refunds may take up to 15 working days.

8. Use of Content; Copyright

Sumitra Hospital owns the application, website and intellectual property including designs, software, trademarks and services offered on the platform.

9. Privacy and Security

Sumitra Hospital uses secure encryption technology to protect your information and follows industry-standard security practices.

Despite security measures, breaches may occur and Sumitra Hospital shall not be liable for losses arising from such breaches.

10. Privacy Policy

To provide services effectively, Sumitra Hospital may collect personal information such as:

• Email address and phone number

• Gender, date of birth and pin code

• Appointment history and service usage

• Medical history, reports and prescriptions

• Information voluntarily provided via email or communication (info@sumitrahospital.com)

• Profile images

This information may be used for:

• Service delivery

• Research and statistical analysis

• Improving healthcare services

• Contacting users regarding services and feedback

11. Indemnity

You agree to indemnify Sumitra Hospital and the concerned doctor/physician for any losses resulting from incorrect information provided by you or misuse of the services.

12. Disclaimer

Services are provided on an “as is” basis without warranties. Sumitra Hospital shall not be responsible for misuse of data by third parties or circumstances beyond its control.

Sumitra Hospital will never ask for payments to personal accounts. Please use official payment gateways or contact our support team at info@sumitrahospital.com for assistance.

13. Limitation of Liability

In no event shall Sumitra Hospital be liable for any direct or indirect damages arising from the use of the Services.

14. Modification of Terms and Conditions

Sumitra Hospital may update these Terms & Conditions at any time without prior notice. Continued use of the Services implies acceptance of the revised terms.

15. General Terms and Conditions

This agreement shall be governed by the laws of India and subject to the jurisdiction of courts in New Delhi.

If any provision of this agreement is found invalid, the remaining provisions shall remain in effect.

You confirm that you are above 18 years of age and legally competent to enter into this agreement.

No complimentary follow-up consultation is applicable for Instant General Physician consult.