Terms and services

You are requested to carefully read through and understand this document before using this Mobile Application (Application) or availing the services through this Application. This Terms of Service forms a valid binding contract between You and the IQRAA INTERNATIONAL HOSPITAL AND RESEARCH CENTRE. 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. Introduction
This Application is primarily aimed to facilitate 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., denotes IQRAA INTERNATIONAL HOSPITAL AND RESEARCH CENTRE, Malaparamba, Kozhikode-673009 and the terms “User”, “You”, “Your”, “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.
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 update, changes or modification. Your continuous use/access of the Application subsequent to any modification of the ToS will be deemed as your acceptance to such modifications.

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

3.1. Guest User

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

3.2. Registered User

As a registered user, you can avail 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, 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 you. 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.

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.

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 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 OP number shall be completed only on entering the OTP into the Application. Under such circumstances, we assume you have full authority and permission from such family member or friend 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 production of the necessary proof of identity, and upon the satisfaction of the Hospital as to the genuineness of the request, such request shall be considered.

4. Our Services
4.1. Booking/ making an Appointment

You may select doctor/ department and book/make an appointment based on 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 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, 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.

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.

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.

4.3. Telemedicine – video consultation and chats

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

Third party applications/ software is used and integrated into the Application for providing video conferencing feature 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 a 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, 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 video consultation service. 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 or disabled patients who require help to participate in the video, a caregiver may be present. Recording of the video session by the patient/ other user 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 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.

On using the Tele Consultation feature, you shall be bound by the privacy policy of agora, our authorised third-party service provider. Privacy Policy of Agora can be referred in the link below.


4.4. Viewing your records

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

4.4.1. Lab Report:

•This Application allows you to view your Lab reports with regards to laboratory tests conducted at the Hospital post registration. However, the Hospital shall not be responsible in the event your lab
reports cannot be viewed, accessed or downloaded for technical reasons.
•The Lab results pertains to the specimen you have submitted. All tests are carried out with reasonable care, clinical safety & technical integrity.
•All results depend on factors like the quality of the sample received and the assay procedures used. Certain factors such as reagent inconsistency, machine breakdown etc. could affect the results.
• Individual laboratory investigations should not be considered as conclusive as they are only a tool to facilitate in arriving at a diagnosis and should be clinically correlated by the referring physician.
Repeat testing should be done in case of any clinical discrepancy.
•There could be inter-laboratory variations with test results and the Hospital shall not in any way be liable for such variations or accuracy in lab results and nor does it provide any warranty as to the
accuracy of such tests.
•The test results are to be used for the help in diagnosing/ treating medical diseases & not for forensic applications. Hence these results cannot be used for medico-legal purposes.
•In case you are not the intended recipient of lab report, please immediately inform IT department(9744222782). Any disclosure, copy, sharing or distribution of any contents of this report, including
partial reproduction/ disclosure is unlawful and is strictly prohibited.

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, 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 judgement; 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 have 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.

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 such facilities, you hereby agree to be bound by the relevant terms and conditions of such third-party service provides 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.

4.7. Privilege Card

You may apply for the Hospital Privilege card through this Application. Alternatively, you can either directly make an application at the Hospital or apply through the Hospital Web site to obtain the Privilege Card. Separate terms and conditions in addition to this ToS are applicable for the Privilege Card.

4.8. Hospital Policy

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

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

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 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 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 Hospital shall not be responsible for any information made available on the Application.

6. User Representations and Obligations
As a user of the Application, you hereby unconditionally agree to the following:

6.1. While providing information

We validly assume that all information provided by you are 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, have 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 are 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.

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:

a. any contents or materials containing profanity;
b. any contents or materials which are false, inaccurate or misleading;
c. any material containing viruses or other malicious /harmful codes currently known or futuristic, or any other disruptive or harmful components;
d. contents that contain cyber bullying, spams, junk or other related material;
e. 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;
f. 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;
g. contents that violates or infringes the privacy or publicity or other rights of any party;
h. materials or contents that violates copyright, trademark, or other intellectual property rights;
i. contents that contain advertisement, solicitations, links to illegal activities including but not limited to money laundering, gambling etc;
j. contents or materials that hurts 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;
k. any content or material which violate any law or statute; or which violates consumer protection, engages in unfair competition, anti-discrimination or false advertising etc;
l. contents that are patently false and untrue, and is 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
m. 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

6.3. General Responsibilities, Acknowledgements and Covenants

a. 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
b. 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.
c. You acknowledge that you are solely responsible for your use of the Application and any activities you may conduct through the Application.
d. You may receive notifications from us by ways of email and SMS notifications and you hereby grant us the permission to send you such notification.
e. You agree that we may at any point of 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.
f. You shall not, while utilising the Services:
i. 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.
ii. probe, scan, or test the vulnerability of any system or network or breach or circumvent any security or authentication measures;
iii. interfere with, or disrupt, (or attempt to do so), the access of any other user or other registered customers/clients of 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.
iv. Decompile, decrypt, reverse engineer, disassemble or otherwise reduce the Application to human-readable form, or to permit third parties to do the same
v. transfer your account to third parties.
g. The risk of malware and infection with malicious codes and software are 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 of time, be
responsible or liable for such breaches.

7. Intellectual Property Rights
All Intellectual Property Rights in the Application and its source code including modifications and customisations if any, belongs to its developer and is being used by the Hospital under License. All trademarks, logos, and service marks displayed on the Application are registered and unregistered Trademarks of 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 on 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 owner of the contents transmitted by you including your personal data, medical history and data. By using the Application and uploading such data, you hereby grant us a non-exclusive, license to use such data for limited purposes. You may view our privacy policy which is attached as Annexure to this ToS to know more about how we use your data.
8. Disclaimers and Warranties
8.1. Disclaimer

a. This Application is only meant to provide you additional/ supplementary health care benefits and the Applications or its service including video consultation and tele medicine 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 situation 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.
b. 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.

8.2. Warranty


b.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, does trigger our (including our service provider’s) malicious code and virus blocking system and we take no responsibility of such interruptions even in cases of false triggers.

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.
10. Limitation of liability
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/- .
11. Suspension & Termination
You acknowledge and accept that we reserve the rights to deny services of the Application to any person at any point of 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 devices. 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, uninstallation of the Application does not delete your information from the Hospital severs and you may reinstall the Application at any time.

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.
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 Hospital. The venue of such Arbitration shall be Kozhikode, Kerala, India and language of Arbitration shall be English. 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 in accordance with 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 jurisdiction of Kozhikode, Kerala, India. The Courts in kozhikode, Kerala, India will have the exclusive jurisdiction to govern the provisions of this ToS.
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