Terms of Use

You are requested to carefully read through and understand this document before using this Mobile Application (Application) or availing of the services through this Application. These Terms of Service form a valid binding contract between You and the Smita Memorial Hospital and Research Center. If you are not sure or if you do not accept a part or the entire terms mentioned herein, you shall not access this Application under any circumstances. Your use of this Application shall be deemed as your acceptance of this ToS.

1.1 Introduction

This Application is primarily aimed at facilitating the patients of the Hospital and his/her relatives/friends, and endeavours to provide online services like inter alia remote booking, appointment, telemedicine etc, from the comfort of their home. The terms “Hospital”, “We”, “Us”, “Ours” etc., denote Smita Memorial Hospital and Research Center, SH8, Vengalloor, Thodupuzha, Kerala – 685608 and the terms “User”, “You”, “Your”, and “Yours” shall mean the individual who uses this Application. The Hospital is the licensed user of this Application and subsequently reserves all rights to provide the services as contemplated herein.

1.2 Binding Contract

When you access the Application, you hereby unconditionally agree that you are bound by this ToS including the policies and other documents which are incorporated herein by way of reference. You may not access the Application in the eventuality of you not agreeing to the ToS.

We reserve the right, at our sole discretion, to modify, change, add or remove any portions of these ToS at any time. We shall notify you in advance in the event there is a modification. It is your responsibility to review the ToS periodically for any updates, changes or modifications. Your continuous use/access of the Application subsequent to any modification of the ToS will be deemed as your acceptance of such modifications.

1.3 Registration

Registration is not mandatory however most of the services can be availed only if you are a registered user.

1.3.1 Guest User

As a Guest User, you may have limited access to the Application i.e., viewing common features such as a list of doctors and departments with doctor’s consultation timings, etc. Services such as the Booking appointment and Payment options cannot be availed through the Application for the unregistered user(s) and you shall have to make the bookings and payment(s) directly at the Hospital.

1.3.2 Registrered User

As a registered user, you can avail of all services available with this Application. Your full name, mobile number, OP number and email ID are required for registration. You should be 18 years or above and shall be competent to contract under the Indian Contract Act, of 1872. If you are a minor, you should seek the assistance of your guardian(s) in registering on your behalf. On registration, we validly presume that you have provided accurate information about yourself. In case you are not a patient of the Hospital or do not have an OP number linked to your mobile number, you shall be able to book an appointment at the Hospital, however, payment needs to be made directly at the Hospital till you obtain an OP number and have it linked with your mobile number.

1.3.3 Username and Password

On registration, you shall create your username (Mobile Number) and password which shall be your unique identity on this Application. The password needs to be strong and is your responsibility. For your safety, we urge you to keep confidential your username, passwords, banking details and other personal data and refrain from sharing such information with any third party. We shall not be responsible for any loss incurred by you.

1.3.4 Tagging OP number

As a registered user, the Application enables you to tag the OP number of your family members or friends for scheduling an appointment for them using your mobile. Please utilise this option only for your nearest relative/family member(s)/ close friends and only if you have their required permission as you shall be solely responsible for all consequences. Such a person whose OP number you want to tag shall receive a One Time Password (OTP) on his/her connected mobile number which he/she shall share with you. The tagging of the OP number shall be completed only by entering the OTP into the Application. Under such circumstances, we assume you have full authority and permission from such family members or friends to use their OP number and consequently view their details. An OP number once tagged can be untagged only by the tagger and not by the tagged member through the Application. The patient (tagged member) shall have to contact the Hospital directly and on the production of the necessary proof of identity,

1.4 Our Services

1.4.1 Booking/ making an Appointment

You may select a doctor/ department and book/make an appointment based on the available date and timeslot from the Application. You may choose to book through the Application and pay later or make an appointment by directly making payment through the Application. However, we cannot guarantee such a specific time or date due to many reasons beyond our control. For e.g., you may be required to wait beyond the time slot allotted to you due to high booking, or emergencies, or your appointment may be postponed/cancelled due to unforeseen circumstances like unavailability of the concerned doctor etc. further, we shall not be liable for cancellation of your appointment in case of delay from your end and in such circumstances, we may refuse to refund such fees paid. You may note that this is only a feature of the Application and does not guarantee any confirmation or assurances.

The list of doctors along with the departments may change from time to time. We strive to always keep the current list updated however we shall not be responsible in case of errors.

1.4.2 Outpatient Token calling integration

Once your appointment is confirmed, the Application provides you with a facility with Outpatient token calling integration, wherein you may view the appointment tokens called out similar to the display screens kept at the Hospital. However, connectivity and other technical issues may result in slow refresh rates which may in turn affect the accuracy. This is only an additional facility and Hospital shall not be responsible for any inaccuracies or any consequences thereof.

1.4.3 Telemedicine

This Application enables you to book video consultations or consultations through chat, however, it shall depend on the availability of the concerned healthcare provider/Doctor. As in the case of regular appointments, we cannot be liable for any delay, interruption, postponement, or cancellation of video/ chat consultation due to unforeseen circumstances. Responses to your chats may get delayed or undelivered for technical reasons-, or your doctor may interrupt a session to attend to emergencies. Further, the duration of your session shall be determined by the healthcare provider/ doctor concerned.

Third-party applications/ software are used and integrated into the Application for providing video conferencing features and we shall not be responsible for technical, security and data-related issues due to improper functioning of such third-party software and integrations. We strive to provide high-quality audio and video during video consultation however, the quality may be affected by numerous factors outside our control including but not limited to your internet connectivity and speed, the quality of your equipment/ mobile device etc. No refunds shall be entertained in case the consultation has been affected/ cancelled due to such factors.

You should follow the general and accepted etiquette while availing of video consultation services. It is required that the patient prepares ahead of time to participate in the Video Consultation, in a quiet and private place, where only the patient is present in the room where the video session is being held. For elderly, pediatric and disabled patients who require help to participate in the video, a caregiver may be present. Recording of the video session by the patient/ other use is strictly prohibited. - You shall not under any circumstances record the video sessions. It is necessary that the patient (and any caregiver) act with proper decorum in speech and action during the video consultation. Failure to comply with these requirements can result in the abrupt termination of the video session with no refund or rescheduling of the consultation. We may record the sessions for our internal records and analysis.

1.4.4 Viewing your records

The Application provides you with the facility of viewing certain reports like your prescription, if any, on your compatible mobile device. You shall be solely responsible for maintaining the confidentiality of such documents and we shall not under any circumstances be liable for your actions or omissions.

1.4.5 Support Information & Recommendations

We may provide information to assist you in clinical decision-making. This may include information and reminders concerning drug interactions, allergies, and dosages, as well as general health-care-related information and resources. The information and materials available through the Application are for informational and educational purposes only and are not intended as professional advice, diagnosis or treatment, or as a substitute to your professional judgment; and you shall not use any information made available through the App for any self-medication or for providing any medical advice. We may also provide third-party sourced information, the authenticity or accuracy of which has not been verified by us and are beyond our control. You accept and acknowledge the full risk and responsibility for the use of information you obtain from or through this Application, and you further accept that we are not responsible or liable for any claim, loss, or liability arising from the use of such information. You acknowledge and understand that we do not recommend or endorse any provider of healthcare or health-related products, items or services, and the appearance of materials on the Application relating to any such products, items or services is not an endorsement or recommendation of them. You agree to review the information, definitions, functionality, and limitations of the services, and to make an informed decision regarding the suitability and use of such information, services or products.

1.4.6 Third-Party services

We may utilise the service of various third-party service providers in bringing you various facilities on the Application, such as payment aggregators, server hosting, bulk SMS service etc. While availing of such facilities, you hereby agree to be bound by the relevant terms and conditions of such third-party service providers whose services we utilise. You further acknowledge that we shall not be responsible in any manner for any deficiency of services or lapses on part of such third-party service providers.

1.4.7 Hospital Policy

Please refer to the Hospital Policy with respect to Consultation, Tele-Consultation, Booking and Refunds click here. This policy shall be a part of this ToS, and any policy violation shall be deemed to be a violation of this ToS.

1.5 Payment facility

We currently utilise the services of third-party payment aggregators for enabling online payment facilities through the Application. You may use the service for making payments for booking appointments and other payments from your mobile devices. On using the payment services, you shall be bound by the terms and conditions of the third-party payment aggregators.

On using the payment services, you hereby acknowledge and understand that we are in no way liable for any transaction-related issues, and you may have to take up any payment-related issues with the payment aggregator or your Bank/ Card issuer. We do not store your payment details including your credit card/debit card numbers.

If you choose to pay later, you need to ensure that the payment is made prior to the consultation. Further, the booking rates may change between the date of booking and the actual date of making payment.

Users may also avail of this facility to pay their outstanding bills including pharmacy, radiology, laboratory and other healthcare services as enabled by the Hospital. However, it is your responsibility to verify the bill amounts with the concerned departments and the Hospital shall not be responsible for any information made available on the Application.

1.6 User Representations and Obligations

As a user of the Application, you hereby unconditionally agree to the following:

1.6.1 While providing information

We validly assume that all information provided by you is true, accurate, current, and complete and that you are the individual who is accessing the Application through your device. We shall not in any way be liable for any impersonation/ stolen identities and shall not be responsible for any loss or damages caused due to access/ impersonation by a third party. You shall always provide true and accurate information and shall not provide any false information, or any information you believe, has not been verified. You shall not conceal any relevant information about yourself or your ward (if you are using the application on behalf of a minor or such incompetent person) and shall not in any way try to impersonate/ use the identity of another individual. You shall not use any third-party information including another person’s OP number without consent. You shall further ensure that any personal information you provide is true, accurate, complete and current. We shall not be responsible for any damages or loss including but not limited to loss of life, caused due to incorrect, incomplete, inaccurate or obsolete information provided by you. You acknowledge that you are solely responsible for your use of the Application and any activities you may conduct through the Application.

1.6.2 Transmission

You hereby unconditionally agree that you shall not transmit, or let any third party use your device to transmit, via the Application:
Any contents or materials containing profanity;
Any contents or materials which are false, inaccurate or misleading;
Any material containing viruses or other malicious /harmful codes currently known or futuristic, or any other disruptive or harmful components;
Contents that contain cyberbullying, spam, junk or other related material;
Any false, defamatory, inaccurate, libellous, tortuous, abusive, vulgar, hateful, racist, bigoted, sexist, harassing, threatening, inflammatory, obscene, profane, sexually-oriented, pornographic, child pornographic, harmful to minors, promoting or providing assistance involving violence, significant risk of death or injury, or other unlawful activities and/or objectionable materials and contents;
Any contents or material which may infringe or misappropriate any third party's copyright, patent, trademark, trade secret or other proprietary rights unless You obtain rights therein;
Contents that violate or infringe the privacy or publicity or other rights of any party;
Materials or contents that violate copyright, trademark, or other intellectual property rights;
Contents that contain advertisement, solicitations, and links to illegal activities including but not limited to money laundering, gambling etc;
Contents or materials that hurt the religious sentiments or instigate hatred between communities, castes, people following different religious beliefs or any material which threatens the unity, security, defence, integrity or Sovereignty of India; threatens friendly relations with foreign States, or public order, or causes incitement to the commission of any cognizable offence or prevents investigation of any offence or is insulting any foreign States;
Any content or material which violates any law or statute; or which violates consumer protection, engages in unfair competition, anti-discrimination or false advertising etc;
Contents that are patently false and untrue, and are written or published in any form, with the intent to mislead or harass a person, entity or agency for financial gain or to cause any injury to any person
Any content or material which could be harmful or potentially harmful to our server structure as determined at our sole discretion, including without limitation overloading our technical infrastructure;

1.6.3 General Responsibilities, Acknowledgements and Covenants

Your username and password are unique to you, and you hereby agree that you shall not share or disclose the same to any third party. You are solely responsible for keeping your password confidential.

You hereby unconditionally agree that you shall use this Application only for legal and legitimate purposes and in compliance with this ToS and that the services provided by the Application shall be used only for such purposes as contemplated in this ToS.

You acknowledge that you are solely responsible for your use of the Application and any activities you may conduct through the Application.

You may receive notifications from us by way of email and SMS notifications and you hereby grant us permission to send you such notifications.

You agree that we may at any point in time modify the terms and conditions under this ToS. We may without any obligation notify you of such modifications and your use of the Application post such modification shall be deemed as your acceptance of the modified terms and conditions.

You shall not while utilising the Services:

a. Access, tamper with, penetrate or use – our servers, computers, (including those of our 3rd party service providers), or other parts of the Application which do not form part of the service.

b. Probe, scan, or test the vulnerability of any system or network or breach or circumvent any security or authentication measures;

c. Interfere with, or disrupt, (or attempt to do so), the access of any other user or other registered customers/clients of the Hospital, including, without limitation, sending a virus, malicious code, overloading, flooding, spamming, the services, or by scripting the creation of any transmitted content in such a manner as to interfere with or create an undue burden on the services.

d. Decompile, decrypt, reverse engineer, disassemble or otherwise reduce the Application to human-readable form, or permit third parties to do the same.

E. Transfer your account to third parties.

The risk of malware and infection with malicious codes and software is higher in rooted/jailbroken devices. You hereby understand and acknowledge that if your device is rooted or jailbroken, you shall solely be liable and responsible for all the consequences of usage of the Application including but not limited to data breaches and leaks. The Hospital shall not, at any point in time, be responsible or liable for such breaches

1.7 Intellectual Property Rights

All Intellectual Property Rights in the Application and its source code including modifications and customisations if any, belong to its developer and are being used by the Hospital under License. All trademarks, logos, and service marks displayed on the Application are registered and unregistered Trademarks of the Hospital and/or third parties who have authorized their use (“Trademarks”) and you shall not use, copy, reproduce, republish, upload, post, transmit, distribute, or modify these Trademarks in any way. All the materials contained in the Application are copyrighted except where explicitly excluded otherwise. In the event of any violation of our intellectual property rights or that of our third-party affiliates, the same shall be viewed seriously and we reserve our discretion to initiate appropriate legal action including criminal prosecution. All contents in the Application shall be owned by the Hospital or such third-party content providers who are the rightful owner of the same. You shall be the oToS to know more about how we use your data.

1.8 Disclaimers and Warranties

1.8.1 Disclaimer

This Application is only meant to provide you additional/ supplementary health care benefits and the Applications or its service including video consultation and telemedicine are not by any means to be relied on as an alternative to physical check-ups and treatments provided at the Hospitals, especially in case of medical emergencies. Video Consultations must not be scheduled for patients with critical medical conditions and/or for emergencies. Such consultations are suitable only for basic follow-ups between the patient and healthcare provider and/or preliminary consultation before meeting the healthcare provider in person. You are expected to seek immediate medical attention in case of medical emergencies and in situations where medical attention is required. We shall not be liable for any loss or damages including injuries and loss of life for failure to adhere to this ToS and other instructions provided by the health care provider.

We shall not be liable for any default or interruption in Services attributable to events beyond our reasonable control. Such events (the “Force Majeure Events”) shall include acts of God, fires, floods, earthquakes, explosions, accidents, unusually severe weather conditions, epidemics, pandemics, lockdowns, quarantine restrictions, embargoes, wars, riots, labour disputes, strikes, governmental requirements, unfavourable change in legal requirements, hacking, server mal-functioning and any other events which we do not have any control of.

1.8.2 Warranty

Except as provided and stated in this ToS, and to the fullest extent allowed by applicable law, we make no claims, warranties or representations, express, implied or statutory, and we expressly waive and disclaim any implied claims, warranties and representations of merchantability, fitness for a particular purpose, satisfactory quality, concerning the service we provide.

We do not guarantee an uninterrupted service as the uptime depends on several factors beyond our control including but not limited to your internet connection, its speed and availability, quality of your device etc., electricity, uptime of the server/cloud service where we have hosted our Applications) etcetera. Services may also be interrupted when some of the contents you transmit, do trigger our (including our service provider’s) malicious code and virus-blocking system and we take no responsibility for such interruptions even in cases of false triggers.

1.9 Indemnification

You hereby agree to indemnify, defend, and hold Us and our affiliates, directors, officers, employees, technology vendors and agents harmless from and against any liabilities, losses, damages or costs, including reasonable attorneys’ fees, resulting from any third-party claim, action, dispute, or demand related to the use of the Application and for violation of any of the provisions of this ToS, or from your placement or transmission of any materials or content onto our (or our service provider’s) servers in violation of the provisions contained in this ToS.

1.10 Registration

You shall be solely responsible for the consequence of the use of the Services. We shall not be liable for any indirect or consequential loss, damage, cost or expenses of any kind, whatever and however caused whether arising under contract, tort (including negligence) or otherwise, even if we were advised of their possibility.

It is hereby made clear that our total liability (whether in contract, tort, including negligence, or otherwise) under or in connection with this Application and its services and any other agreement with you relating to the services or based on any claim for indemnity or contribution shall not exceed INR 200/-

1.11 Suspension & Termination

You acknowledge and accept that we reserve the right to deny services of the Application to any person at any point in time without assigning any reasons and without any liability whatsoever.

We may suspend or terminate/disable your account in the Application if we at our sole discretion determine that you have violated any of the terms and conditions stipulated in this ToS. In case of suspension, your account shall be disabled, and you will not be able to log into/use the Application from any device. We may revoke the suspension if we determine that the violation has been rectified within a given period or your account may be permanently terminated. To avoid ambiguity, you hereby acknowledge that we have the right to permanently disable your account right away without providing any notice to you and/or suspending your account.

You may at any time uninstall the Application from your device in case you do not wish to access the Application.

However, the uninstallation of the Application does not delete your information from the Hospital servers and you may reinstall the Application at any time.

1.12 Violation of ToS

Notwithstanding anything contained anywhere else in this ToS, and notwithstanding and in addition to other remedies available, we reserve our rights to initiate legal actions against you including but not limited to initiating criminal actions where applicable and claim damages in case you violate the terms of this ToS.

1.13 Disputes

Any dispute, differences or controversy of whatever nature howsoever arising under or out of or in relation to this ToS (including its interpretation) shall, in the first instance be attempted to be resolved amicably by conciliation, and if not resolved by conciliation shall be finally decided by reference to arbitration subject to the provisions of the Arbitration and Conciliation Act, 1996. The sole Arbitrator shall be appointed by the Hospital. The Arbitrator shall make a reasoned award (the “Award”) and such award shall be final and binding on the Parties.

This ToS shall be governed by and construed by the laws of the Republic of India. In any case, for supervisory and injunctive relief, this Agreement and any dispute arising out of this Agreement shall be subject to the jurisdiction of Thodupuzha, Kerala, India. The Courts in Thodupuzha, Kerala, India will have the exclusive jurisdiction to govern the provisions of this ToS.

PRIVACY POLICY

This Privacy Policy applies to all users of the Application irrespective of whether you are a registered user or not, and forms part of the Terms of Service (ToS). All definitions and abbreviations used herein are the same as those mentioned in the ToS.

1.1 Introduction

Smita Memorial Hospital and Research Center may collect certain information from you while you utilise the services provided by the Application. This Privacy policy aims to provide you with an insight into what information we collect from you, the purpose of such collection, how we use such information etc. You are advised to carefully read this document. Please do not use the Application if you do not agree with our Privacy Policy or the ToS.

1.2 Collection of Information/ Data

When you use our Application as a Registered User, we collect your data like your name and mobile number and one-time password for each transaction. You shall also be required to provide information like your Full Name, Mobile phone number, OTP, OP number, address and E-mail ID during registration and booking.

On registration, you also consent to provide the Information including but not limited to your sensitive data out of your free will and consent.

The Application collects your Device ID, Device model and make, App Version Code and Name, Operating system Version, and Time Stamp.

The Application also requires permission to use your camera to take pictures and videos, microphone permission to transmit your voice, Bluetooth access to connect with audio devices, permission to make and manage phone calls and storage permission to access and store files on your devices. You can manage the permissions granted at any time by accessing the Application settings on your device. However, turning off the permissions may result in restriction of the functionalities of the Application.

Since the Application is only an extension of, or supplements the services provided by the Hospital, the Application may access your medical records available at the Hospital, including your recent lab report. However, such access is facilitated without any human intervention.

Additionally, the Application provides a facility to upload your medical records from a third-party Hospital/ clinic, laboratory results and prescriptions from third parties, photographs etc (External Documents). This is only an option and is provided as an additional facility, as such External Documents may be necessary for your diagnosis and treatment. On uploading External Documents, you hereby acknowledge and grant us your consent to access such documents solely for such purposes mentioned herein. You may not upload any External Documents if you do not wish to grant them access to the Hospital.

1.3 Purpose of Collection

We collect your personal information for registration purposes and to identify you for the purpose of providing you with our services. Since you may be able to access your medical history, which is considered sensitive data, we require your Full name, mobile number, OTP, OP number, Address, email id etc for the sole purpose of a) comparing with your personal data already available at the Hospital for identifying you to ensure the security of your sensitive personal data, or b) facilitate your booking if you are a first-time visitor at the Hospital. We do not share or disclose your personal data to any third party other than those required to make these services available to you or use the data for any other purpose.

Your Device ID, Device model and make, App Version Code and Name, operating system version, Time Stamp etc are collected mainly for authentication and auditing purposes. We may also use this information for investigating Application crashes/errors, error correction/ bug fixing of the Application codes etc.

The Application may access certain specific medical records pertaining to you for the sole purpose of enabling you to view the same on your device. This includes your lab report, details of booking/ appointment with your health care provider, Hospital bills and prescriptions and all records made available by the Hospital from time to time. In certain cases, External Documents may be required to provide you with proper diagnosis and treatment and such External Documents, if uploaded by you shall only be used for the purpose mentioned herein. Alternatively, you have the option to submit physical copies of such External Documents directly at the Hospital instead of uploading them.

The Application may also access, and provide you permit the same, camera, microphone, Bluetooth, storage etc for the purpose of providing you with Tele medicine services. If you do not avail of this service, you may deny/revoke such permission.

1.4 Accessing / Sharing of the Data

We use your data only for the purpose of providing you with the best services possible and shall only use your data as envisaged above in “Purpose of Collection”. We give importance to data protection and confidentiality of your data when you provide any information, or upload any documents or content through the application. Certain data may be accessed by our employees, staff, doctors, authorized technology vendor etc., for the sole purpose of enabling them to provide you with the required care and medical attention and for the smooth functioning of the Application.

We do not share your data with any third party except in the following circumstances:

We may share anonymised data with our third-party affiliates solely for statistical and clinical research purposes. Your personal information shall not be shared without your consent.
We may share your data with our third-party service providers like payment aggregators, bulk SMS providers etc., for the sole purpose of providing you with the services. A list of data shared is provided below:
Data shared with Bulk SMS providers to trigger SMS intimations:

Sl No.	Details
1	Admitted Doctor Name
2	Amount
3	Appointment Date
4	Appointment Time
5	Bill Number
6	Doctor Department
7	Doctor Name (Doctor Appointment)
8	IP Number
9	Lab Department
10	OP Number
11	OTP
12	Password for Lab Report View
13	Patient Name
14	Lab Test Name
15	Lab Test Result
16	Token of the Appointment
17	Lab Username

Data shared with Payment Aggregators to facilitate payment.

Sl No.	Details
1	Name
2	Amount
3	Email ID
4	Phone number
5	Payment Description like date & time of appointment, name of Doctor, bill number

1.5 We may be forced to share your data including personal data if so required for any legal purposes on the directions of competent authority.

1.6 Storage and Data Security

Any information collected from this Application shall be stored along with your Hospital records and shall form part of your Hospital/Medical records. Your records shall be retained in digitized form for a minimum of 2 years as per the Hospital’s policies or as per the prevailing laws, whichever is greater.

All data is stored in the Hospital servers or with our authorised third-party technology vendor. We view the security of your data seriously and have taken reasonable efforts to ensure your data is stored safely. However, we shall not in any way be liable for reasons beyond our control including but not limited to Force Majeure events like fire, flood, earthquakes, explosions, epidemics, pandemics, lockdowns, quarantine restrictions, embargoes, government actions, war, strikes, disruptions; hacking, virus and other malicious codes etc.

1.7 Requests/Queries

In case of any requests or queries, you may contact us at: info@smitahospital.com

Hospital Policies related to Consultation at Hospital Premises and Tele-consultation, Cancellations and Refunds.

Appointment confirmation for consultation at Hospital premises (By a registered user for self or for other OP numbers which are tagged under that registered user)

Once the payment is confirmed an automated SMS will be sent to the mobile number of the registered user of the App or to the tagged OP number depending on for whom the appointment was taken. Once payment is done and you haven’t received confirmation, please contact the Hospital at [+91486 2350700] SMS or Application confirmation messages may fail due to technical reasons and the Hospital cannot be held liable. The patient is required to be present at the corresponding OP waiting area at least 15 minutes before the consultation time. In case the patient turns up after the pre-scheduled appointment time, the consultation will happen only in the next free slot. The Hospital is not responsible for guaranteeing the patient another time slot if the patient turns up any time 15 min before the scheduled time slot for consultation. Refer to clause 4.1 of TOS to understand other terms with an appointment.

Booking confirmation for consultation at Hospital premises (By a registered user for self or for other OP numbers which are tagged under that registered user or for a user with no OP number or for a user with an OP number which is not tagged under that registered user)

Booking always works with the “Pay Later Option”. Once the Booking is done and you haven’t received confirmation, please contact the Hospital at [+91486 2350700]. SMS or Application confirmation messages may fail due to technical reasons and the Hospital cannot be held liable. The payment needs to be completed at the Hospital on the day of the booking before the commencement of the respective OP consultations. The payment must be done at least 30 minutes before the consultation time selected at the time of booking. The consultation charges and the time of consultation may change from the time of booking, which is left to the sole discretion of the Hospital. If you do not report at least 30 minutes before the opted consultation time and make the payment at the counter, the booking cannot be confirmed, and the booked slot will be mapped to another person. The Hospital is not responsible for guaranteeing the patient another time slot. Refer to clause 4.1 of TOS to understand other terms with booking.

Appointment confirmation for Tele Consultation (By a registered user for self or for other OP numbers which are tagged under that registered user)

A booking through the mobile App by a registered user is considered a confirmed appointment only when the payment is completed (through the Pay Now option in the Mobile App) and the Hospital receives a successful acknowledgement from the payment vendor. Once the payment is confirmed an automated SMS will be sent to the mobile number of the registered user of the App or to the tagged OP number depending on for whom the appointment was taken. Once payment is done and you haven’t received confirmation, please contact the Hospital at [+91486 2350700]. SMS or Application confirmation messages may fail due to technical reasons and the Hospital cannot be held liable. The doctor may initiate the video call at the scheduled time slot. The Hospital is not responsible for guaranteeing the patient another time slot if the patient cannot be reached via video call at the scheduled time slot for consultation. The duration of the consultation is a maximum of 10 mins and it will be left to the sole discretion of the doctor in

Refer to clause 4.3 of TOS to understand other terms with Telemedicine appointments.

Cancellation of consultation at Hospital premises / Tele consultation appointment by Hospital

In case the doctor is unavailable on the day of the appointment due to some unforeseen reasons, the Hospital will initiate cancellation. On cancellation by the Hospital, a refund would be initiated within 7 to 30 business days to the same bank account through which the transaction was made. In the event of an appointment cancellation, the Hospital informs the patient through call or SMS at least a few hours before the appointment about the cancellation. However, the Hospital shall not be liable in case we are unable to contact you for reasons beyond our control including but not limited to Force Majeure Events, SMS failure, your phone being switched off or outside the coverage area etc. In emergencies or for other reasons Hospital might not be able to give you intimations as mentioned but will try to reschedule the appointment or transfer the appointment to another doctor based on the availability of that doctor. The rescheduling or transfer of appointment will be done at the sole discretion of the Hospital. The Hospital will not be liable for any inconveniences or damages caused due to this. Refer to clauses 4.1, and 4.3 of TOS to understand other terms with a consultation at Hospital premises or Telemedicine consultation. The Hospital is not responsible for guaranteeing the patient another time slot in case of cancellation of any appointments.

Cancellation of Booking by Hospital

In the event of a booking cancellation, the Hospital informs the patient through call or SMS at least a few hours before the booking time about the cancellation. In emergencies or due to other valid reasons Hospital might not be able to give you intimations as mentioned. The Hospital will not be liable for any inconveniences or damages caused due to this. In case SMS is not received due to any failure in the transmission or Force Majeure Events, Hospital will not be liable for any inconveniences. The Hospital is not responsible for guaranteeing the patient another time slot in case of cancellation of the booking.

Cancellation of consultation at Hospital premises / Tele consultation appointment by user

In case of cancellation of a direct visit appointment or Booking/Tele consultation appointment by the user, the user will be eligible for a refund only if the cancellation is done at least 24 hours before the scheduled appointment time Rescheduling is only possible at least 24 hours before the confirmed appointment/booking. Rescheduling will be done at the sole discretion of the Hospital and the availability of doctors and their time slots. For rescheduling an appointment or booking, you may please contact <+914862350700>. The Hospital is not responsible for guaranteeing the patient another time slot in case of rescheduling. In case SMS is not received due to any failure in transmission Hospital will not be liable for any inconvenience.

Refund Policy in case of online payment failure

In the case of any online payment failure but at the same time the customer account gets debited, the Hospital will not be accountable for the financial loss. The customer must contact the corresponding bank through which the transaction was made to sort the issue. Further, if the customer wishes to make the payment once again, it is advisable to initiate the next payment only after a minimum delay of 15 minutes after clearing all browser cookies. In case the customer account is debited with the appointment/Tele consultation charge and the payment confirmation is not received by our application from the payment gateway, the user will not receive an appointment confirmation. The amount will be credited back to your account based on the terms and conditions between your bank and the payment gateway. If the bank has confirmed payment to the gateway and still the user does not get the confirmation, the user can reach out to us at the following email - info@smitahospital.com. Your payment can be validated at the payment gateway on your behalf, and we can respond to your query based on the response we get from the payment gateway. On enquiry and upon satisfaction of the genuineness of the case, the user will be getting a credit back for the fund debited based on the terms and conditions between your bank and the payment gateway, however, we cannot guarantee a specific date by which the user will get the amount credited. In any case, the Hospital will not be able to provide you with alternate Teleconsultation appointments or consultation appointments at Hospital premises in case of payment failure. In case SMS is not received due to any failure in transmission Hospital will not be liable for any inconvenience.

Charges

The App provides a registered user with the facility to pay Hospital bills. The Bill types for which payment can be done through the App are decided by the Hospital and may change from time to time at the sole discretion of the Hospital. The Hospital may/may not collect online convenience charges additional to the bill amount from the customer, but the Hospital is always liable to pay such charges to the payment gateway. The approach on whether to collect or not to collect online convenience charges can change from time to time.

For the mobile app-based appointment at Hospital premises and Tele consultation, the Hospital may or may not collect any online convenience charges additional to the appointment fees from the customer, but the Hospital is liable to pay such charges to the payment gateway. The approach on whether to collect or not to collect online convenience charges can change from time to time.