Terms & Conditions

This document is published in accordance with the provisions of Rule 3(1) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Consumer Protection (E-Commerce) Rules, 2020.

These Terms and Conditions ("Terms") constitute a legally binding agreement between you ("User", "you", or "your") and WellSathi Technologies Pvt. Ltd. ("WellSathi", "we", "us", or "our"), having its registered corporate office at Khamarbendi, Chas, Bokaro, Jharkhand – 827013, India (GSTIN: 20TAHPS6203P1Z1).

By accessing or using the Platform (whether via website, mobile application, or any other interface), you confirm that you have read, understood, and agree to be legally bound by these Terms, our Privacy Policy, and all applicable policies incorporated herein by reference.

If you do not agree to any part of these Terms, you must immediately discontinue use of the Platform. Continued use after any modification to these Terms constitutes acceptance of the revised Terms.

In these Terms, the following words shall have the meanings assigned to them:

3.1 Eligibility Criteria

To use the Platform, you must:

3.2 Use on Behalf of a Minor or Third Party

If you use the Platform to access services for a minor or any other person, you represent that you are the legal guardian or authorised representative of that person, and you accept full legal responsibility for all actions taken and information provided on their behalf.

3.3 Account Registration

To access certain features, you may be required to create an account. You agree to:

use of your account or any breach of security;

3.4 Age Verification

WellSathi does not knowingly collect data from or provide services to persons below 18 years of age. If we become aware that a user is under 18, we reserve the right to immediately terminate their account and delete associated data. Users must not misrepresent their age. You are solely responsible for ensuring the accuracy of registration details. WellSathi

bears no liability for consequences arising from inaccurate information provided by you.

4.1 Technology Intermediary

WellSathi operates exclusively as a technology intermediary platform as defined under Section 2(1)(w) and Section 79 of the Information Technology Act, 2000, and the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.WellSathi intends to operate as an intermediary under the Information Technology Act, 2000 and applicable rules. WellSathi acts solely as a technology platform facilitating interactions between Users and independent third-party Healthcare Providers and does not initiate, control, or modify the underlying services provided by such Healthcare Providers.

4.2 What WellSathi Does

WellSathi facilitates:

4.3 What WellSathi Does NOT Do

WellSathi is strictly a technology platform and does NOT:

All medical services, advice, diagnosis, treatment, dispensing, or other healthcare services are provided solely by independent third-party Healthcare Providers who are entirely responsible for their own professional conduct, licensing, and compliance with applicable law.

WellSathi has no role in clinical decision-making, treatment outcomes, or patient care and shall not be held liable for any medical or healthcare-related outcome arising from services accessed through the Platform.

Use of the Platform does not create, establish, or imply:

All medical responsibility, duty of care, and professional obligations rest entirely and exclusively with the independent Healthcare Provider who delivers services to the User. WellSathi has no role in clinical decision-making and cannot be held liable for any medical outcomes. You should always exercise independent judgment and consult a qualified, licensed healthcareprofessional before making any medical decisions. Never rely solely on information available on the Platform for medical decisions.

6.1 Provider Discovery

The Platform allows Users to search for and view information about clinics, hospitals, diagnostic centres, and healthcare professionals. All provider listings are based on information submitted by the Healthcare Providers themselves. WellSathi does not independently verify credentials, qualifications, registration status, or licensing of Healthcare Providers beyond reasonable means. Users are encouraged to verify provider credentials independently with the relevant regulatory bodies (e.g., Medical Council of India, State Medical Councils, Pharmacy Council of India).

6.2 Appointment Booking

The Platform enables Users to request appointments withHealthcare Providers. Appointment confirmations are subject to provider availability and acceptance. WellSathi does not guarantee confirmation of any appointment, and the Platform shall not be liable for cancellations, rescheduling, or non-availability of a provider. Users are advised to confirm appointments directly

with providers prior to visiting.

6.3 Telemedicine / Online Consultations

Where the Platform facilitates online or telephonicconsultations, such services are governed by the Telemedicine Practice Guidelines issued by the Ministry of Health and Family Welfare,

Government of India, and any subsequent amendments. WellSathi only provides the technical infrastructure for communication and does not participate in, control, or influence the consultation in any manner.

The User acknowledges and agrees that:

WellSathi does not verify the identity, qualifications, or licensing status of the consulting Healthcare Provider beyond reasonable commercial efforts.All responsibility for medical advice, diagnosis, and treatment rests solely with the consulting Healthcare Provider. WellSathi shall not be liable for any outcome arising from teleconsultation.

6.4 Ambulance Facilitation

The Platform connects Users to third-party ambulance operators. WellSathi does not own, operate, dispatch, or control any ambulance. Response times, vehicle availability, equipment

standards, and crew qualifications are entirely within the control and responsibility of the ambulance operator.

WARNING: Do not rely solely on this Platform to summon emergency medical assistance. In any life-threatening emergency, immediately call 112 (National Emergency Number, India).

6.5 Pharmacy Facilitation

The Platform enables Users to discover pharmacies and submit prescription-based or OTC order requests. All actual dispensing of medicines is performed by licensed pharmacies and is their sole responsibility. The dispensing pharmacy is responsible for verifying valid prescriptions where

required under the Drugs and Cosmetics Act, 1940, and related regulations. WellSathi does not verify, validate, or assume responsibility for the accuracy, authenticity, or legality of prescriptions uploaded by Users. Users must ensure they comply with applicable legal requirements for obtaining prescription medicines.

6.6 Blood Bank Information

Blood bank availability data is sourced from third-party databases and Healthcare Providers. WellSathi does not guarantee real-time accuracy of blood availability information and shall not be liable for decisions made on the basis of such information. Users must verify availability directly

with the blood bank.

6.7 Diagnostic and Lab Services

Where the Platform facilitates discovery of or access to diagnostic or laboratory services, the collection, processing, reporting, and quality of samples and results are entirely the responsibility of the respective diagnostic centre or laboratory. WellSathi is not responsible for errors in collection,processing, or reporting of diagnostic results.

6.8 Emergency Assistance Tools

The Platform may provide features such as emergency contact tools, location sharing, and resource discovery for user convenience.These features are strictly informational and facilitative in nature and do NOT constitute emergency response services.

WellSathi does not guarantee:

Users must NOT rely solely on the Platform in emergency situations and must independently contact official emergency services such as 112. WellSathi shall not be liable for any delay, failure, or adverse outcome arising from reliance on these features..

CRITICAL NOTICE: THE WELLSATHI PLATFORM IS NOT AN EMERGENCY SERVICES PROVIDER.

In any situation involving risk to life or health, immediately call 112 (India National Emergency Number) or proceed to the nearest hospital emergency department.

WellSathi:

WellSathi shall bear no liability whatsoever for any harm, injury, death, or adverse outcome resulting from a User's decision to rely solely or primarily on the Platform in an emergency situation.

8.1 User Obligations

By using the Platform, you agree to:

8.2 Prohibited Conduct

You must NOT:

Violation of any of the above may result in immediate suspension or termination of your account and may also attract civil and criminal liability under applicable Indian law.

9.1 Payment Processing

Certain services on the Platform may be subject to payment. All patient appointment consultation fees, telemedicine charges, and platform convenience fees are processed via RBI-authorized third-party payment partner Cashfree Payments (Cashfree Payments India Private Limited).

Clinic SaaS subscriptions, provider software licensing, and recurring auto-debits are processed securely via PayU Payments Private Limited (supporting UPI and NetBanking recurring e-Mandates).

WellSathi does not store, process, or retain your raw payment card credentials, CVV numbers, or banking passwords. Payment processing is governed by the respective terms of Cashfree Payments and PayU in full compliance with RBI Payment Aggregator (PA/PG) guidelines.

9.2 Pricing / Platform Fees and Commission

Prices for healthcare services are determined solely and independently by the respective Healthcare Providers and may change at their discretion.

WellSathi does not set, control, or guarantee the pricing of any healthcare service offered by a Healthcare Provider. Users are advised to confirm applicable charges directly with the Healthcare Provider prior to availing any service.

Platform Fees:

Such fees are charged solely for the use of the technology platform and do not influence or determine the pricing of healthcare services offered by Healthcare Providers.

All applicable fees will be clearly disclosed at the time of transaction, booking, or onboarding, as applicable.

9.3 Payment Failures

WellSathi shall not be responsible for:

For payment-related issues, Users should first contact their bank or payment provider.

For platform-related assistance, Users may contact WellSathi at [email protected].

9.4 Taxes

All applicable taxes (including GST) are the responsibility of the Healthcare Provider or applicable service provider.

WellSathi shall issue appropriate invoices where required under applicable tax law.

10.1 Appointment Scheduling

Appointments requested through the Platform are subject to confirmation by the Healthcare Provider.

WellSathi does not guarantee that any appointment request will be accepted. The Healthcare Provider retains the right to cancel, reschedule, or decline any appointment, and WellSathi bears no liability for such decisions.

10.2 User Cancellations

Users must cancel appointments within the cancellation window specified at the time of booking.

Repeated no-shows or last-minute cancellations may result in restrictions on future bookings. WellSathi reserves the right to enforce a reasonable cancellation policy to protect Healthcare Providers.

10.3 Refund Policy

Refunds are processed in strict accordance with WellSathi's automated refund logic and our Refund & Cancellation Policy:

10.4 Refund Processing

Approved refunds are reversed directly to the original funding source via Cashfree Payments. Standard banking clearing windows apply: UPI reversals credit within 1–3 business days; Credit/Debit Card and Net Banking reversals credit within 5–7 business days.

For pharmacy and diagnostic orders, refund eligibility and timelines are governed by the individual provider's refund policy.

WellSathi facilitates connections to third-party ambulance operators only.

Users acknowledge and agree that:

IN ANY LIFE-THREATENING EMERGENCY, CALL 112 IMMEDIATELY.

Do NOT rely solely on the Platform to access ambulance services.

Users accessing pharmacy services through the Platform acknowledge that:

Users are strictly prohibited from using the Platform to obtain scheduled or controlled substances without a valid prescription.

Violations may be reported to the appropriate regulatory authorities.

Blood bank data and diagnostic centre information displayed on the Platform are sourced from third-party databases and providers.

WellSathi does not guarantee the real-time accuracy, completeness, or availability of this information.

Users must independently verify blood availability and diagnostic service details by contacting the respective facility directly.

WellSathi shall not be held liable for any loss, harm, or adverse outcome arising from reliance on blood bank or diagnostic information displayed on the Platform.

14.1 Applicable Law

WellSathi processes personal data in compliance with:

14.2 Data Collection and Purpose

WellSathi collects and processes the following categories of personal data for the specified purposes:

14.3 Lawful Basis for Processing

WellSathi processes your personal data on the following lawful bases under DPDPA 2023:

14.4 Data Sharing

WellSathi may share your personal data with:

WellSathi does not sell, rent, or commercially exploit your personal data to third-party advertisers.

14.5 Data Retention

WellSathi retains your personal data for the following periods:

14.6 Your Rights

Under DPDPA 2023, you have the following rights regarding your personal data:

To exercise any of the above rights, write to [email protected].

14.7 Security

WellSathi implements industry-standard technical and organisational security measures to protect your personal data, including encryption in transit and at rest, access controls, and regular security reviews.

However, no digital transmission or storage is completely secure.

WellSathi cannot guarantee absolute security and shall not be liable for unauthorised access caused by circumstances beyond its reasonable control.

All content on the Platform, including but not limited to the brand name "WellSathi", logo, trademarks, service marks, software code, design elements, user interface, text, graphics, databases, and compilations ("Platform Content") are the exclusive intellectual property of WellSathi Technologies Pvt. Ltd. or its licensors.

You are granted a limited, non-exclusive, non-transferable, revocable licence to access and use the Platform solely for your personal, non-commercial use in accordance with these Terms.

You must NOT:

Any unauthorised use constitutes infringement and may attract civil and criminal liability.

Users may post ratings, reviews, or other content on the Platform ("User Content").

By submitting User Content, you:

WellSathi reserves the right, but not the obligation, to remove any User Content that is:

WellSathi does not verify any reviews and removal is at its sole discretion.

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE INDIAN LAW, THE PLATFORM AND ALL SERVICES ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED.

This includes but is not limited to:

WellSathi does not warrant that any Healthcare Provider is appropriately licensed, registered, or qualified.

Users access Healthcare Providers entirely at their own risk.

18.1 Exclusion of Liability

To the maximum extent permitted under applicable Indian law, WellSathi, its directors, officers, employees, agents, and affiliates shall not be liable for any loss or damage arising from:

18.2 Liability Cap

In cases where WellSathi's liability cannot be excluded by law, WellSathi's total aggregate liability shall be limited to the lesser of:

This limitation reflects WellSathi's role as a technology intermediary only and not as a provider of medical services.

You agree to fully indemnify, defend, and hold harmless WellSathi, its directors, officers, employees, agents, and affiliates from and against any and all claims, losses, damages, liabilities, costs, and expenses (including reasonable legal fees) arising from or related to:

WellSathi shall not be liable for any failure or delay in performing its obligations under these Terms where such failure or delay is caused by circumstances beyond its reasonable control, including but not limited to:

WellSathi shall notify Users of any material force majeure event affecting services as soon as reasonably practicable and shall use commercially reasonable efforts to resume normal operations.

21.1 Suspension by WellSathi

WellSathi reserves the right to suspend or restrict your access to the Platform, with or without prior notice, if:

21.2 Termination by WellSathi

WellSathi may permanently terminate your account if suspension does not adequately address the violation, or in cases of severe breaches including fraud, impersonation, or repeated violations.

21.3 Termination by User

You may close your account at any time by writing to [email protected].

Upon closure, your personal data shall be handled in accordance with Clause 14 and the Privacy Policy.

Pending obligations (e.g., unpaid amounts, active appointments) shall survive account closure.

21.4 Effect of Termination

Upon termination:

WellSathi reserves the right to modify these Terms at any time.

When material changes are made, WellSathi may:

It is your responsibility to review these Terms periodically.

Continued use of the Platform after the effective date of any modification constitutes acceptance of the revised Terms.

If you do not agree to the modified Terms, you must stop using the Platform and may close your account.

23.1 Governing Law

These Terms shall be governed by and construed in accordance with the laws of India.

23.2 Dispute Resolution Process

In the event of any dispute, claim, or controversy arising out of or relating to these Terms or the Platform, the parties agree to the following process:

The User shall first raise the dispute with WellSathi's support team at [email protected].

If unresolved, the User may escalate the matter to the Grievance Officer.

If the dispute remains unresolved, it shall be referred to binding arbitration under the Arbitration and Conciliation Act, 1996.

23.3 Arbitration Terms

23.4 Jurisdiction

Subject to the arbitration clause above, the courts of New Delhi, India shall have exclusive jurisdiction.

23.5 Consumer Forum Rights

Nothing in these Terms shall limit your rights under the Consumer Protection Act, 2019.

25.1 Severability

If any provision of these Terms is held by a competent court or authority to be invalid, unlawful, or unenforceable, such provision shall be severed and the remaining provisions shall continue in full force and effect.

25.2 Waiver

No failure or delay by WellSathi in exercising any right or remedy under these Terms shall constitute a waiver of that or any other right or remedy.

25.3 Entire Agreement

These Terms, together with the Privacy Policy and any other policies incorporated herein by reference, constitute the entire agreement between you and WellSathi with respect to your use of the Platform.

25.4 Assignment

You may not assign or transfer any rights or obligations under these Terms without WellSathi's prior written consent.

WellSathi may freely assign these Terms to any successor entity or as part of a merger, restructuring, or acquisition.

ACCEPTANCE ACKNOWLEDGEMENT

• You have read and fully understood these Terms and Conditions;

• You agree to be legally bound by these Terms;

• You are at least 18 years of age and legally competent to enter into this agreement;

• Where you use the Platform on behalf of another person, you have the legal authority to do so.