Terms & Conditions

These Terms of Use (“Terms”) are a binding agreement between you and KS Arogya Private Limited (CIN U21001RJ2025PTC106071), registered office at Plot No. 2, Indira Complex, Dali Bai Mandir, Nandanwan, Jodhpur – 342008, Rajasthan, operating as VitalPoint (“VitalPoint”, “we”, “us”). They govern your use of the VitalPoint App, the Website www.vitalpoint.health, VitalPoint e-clinics and all related services (the “Services”).

By creating an account, using the App or Website, or receiving services at a VitalPoint clinic, you accept these Terms and our Privacy Policy. If you do not agree, do not use the Services. These Terms are an electronic record under the Information Technology Act, 2000 and do not require a physical or digital signature.

• “RMP” means a registered medical practitioner enrolled in the National Medical Register or a State Medical Register under the National Medical Commission Act, 2019.
• “Teleconsultation” means a medical consultation by an RMP through audio, video or text, including consultations assisted by VitalPoint clinic staff.
• “Clinic” means a physical VitalPoint e-clinic.
• “Patient” means the person receiving care, and includes a parent, guardian or caregiver acting on their behalf where the context requires.
• “User” or “you” means any person who uses the Services.

You must be at least 18 years old and competent to contract under the Indian Contract Act, 1872 to hold an account. Care for a person under 18, or for an adult who cannot consent, must be arranged by a parent, lawful guardian or authorised caregiver, who accepts these Terms on the Patient’s behalf and confirms their authority to do so.

Depending on the Clinic, camp or mobile unit and the licences it holds at the time, the Services may include: patient registration and a digital health record; booking of appointments and diagnostic tests through the App; consultation requests routed to RMPs on our panel, who may accept or decline; Teleconsultations held over a video meeting platform; point-of-care diagnostic tests performed by trained nurses; digitally signed prescriptions; dispensing of medicines at a licensed pharmacy within a Clinic; follow-up reminders; and referrals to hospitals, specialists or laboratories. Not every service is available at every location or at all times. We will tell you which services are available before you are charged.

Teleconsultation has limits: the RMP cannot physically examine you as in an in-person visit. The RMP decides, in their professional judgement, whether a Teleconsultation is appropriate for your condition and may advise an in-person examination, further tests or referral instead. Follow that advice.

Nurses and other staff at a Clinic or camp register you, record vital signs, collect samples, perform point-of-care tests and assist during the consultation. They do not diagnose, do not prescribe and do not interpret results for you; only the treating RMP does.

Point-of-care test results are interpreted by the treating RMP together with your history and examination. A single result may need confirmation by a repeat or laboratory test. Reference ranges shown on reports are indicative. Do not start, stop or change any treatment on the basis of a report alone.

Information on the Website, in the App or in our educational content is general health information, not medical advice for your individual situation.

• A booking is a request. A slot you select is confirmed only when the App confirms it. A consultation request is offered to available panel RMPs, and a booking is complete when an RMP accepts it.
• Doctors may decline. An RMP may decline a request for clinical or availability reasons, without giving a reason to you. If no RMP accepts your request by the end of the booked slot, we will offer you the next available slot or a full refund of any amount paid, at your choice.
• Being on time. Join or arrive at the start of your slot. If you are more than 10 minutes late, the slot may be treated as a no-show and released.
• Cancelling and rescheduling. You may cancel or reschedule free of charge up to 2 hours before the slot, in the App or by calling the Clinic. Later cancellations and no-shows are dealt with in Section 14.
• Test bookings. Tests booked in the App are performed at the Clinic, camp or mobile unit you select. Follow any preparation instructions shown when you book, such as fasting; if they are not followed, the test may have to be rescheduled and charged again.
• Service hours and location. Slots depend on the working hours of the location you choose and on doctor availability, and may be affected by connectivity, power supply or the movement of a mobile unit.

• Identity. The accepting RMP’s name, qualification and registration number are displayed before or at the start of each Teleconsultation. You must give your true identity and, where asked, your age. Clinic staff may verify your identity.
• Consent. By requesting or accepting a Teleconsultation you consent to it, as provided in the Telemedicine Practice Guidelines, 2020. Where an RMP initiates the consultation, we record your explicit consent.
• Assisted consultations. At a Clinic, camp or mobile unit, a nurse may be present to take your history and vitals, operate diagnostic devices and help you use the App. Tell staff if you want the nurse to step out during any part of the consultation.
• Accurate information. Your safety depends on complete and truthful information about your symptoms, history, allergies and current medicines.
• Prescriptions. RMPs prescribe only medicines permitted for Teleconsultation under the Telemedicine Practice Guidelines. Medicines listed in Schedule X of the Drugs and Cosmetics Rules, 1945, and narcotic or psychotropic substances under the NDPS Act, 1985, are never prescribed through Teleconsultation. A prescription may be refused where the RMP judges it inappropriate, and no prescription is issued without a consultation.
• Clinical independence. RMPs exercise independent professional judgement. VitalPoint does not direct clinical decisions, and does not pay or receive any fee, commission or incentive linked to prescriptions, tests or referrals.
• Privacy of the session. Take the consultation in a private place where possible. Do not record, photograph or broadcast a Teleconsultation without the consent of the RMP and everyone present.
• Refusal and termination. An RMP may decline or end a Teleconsultation if it is clinically inappropriate, if the connection is inadequate, or if the Patient or anyone present is abusive.

Video consultations are held on Google Meet. When your consultation is confirmed, a meeting link is shared with you and the RMP in the App. You do not need a Google account to join. Your use of Google Meet is also subject to Google’s own terms and privacy policy, and Google processes the session as our service provider (see Sections 7 and 9 of the Privacy Policy).

You need a device with a working camera, microphone and adequate internet connection; at a Clinic or camp, our equipment is used. Neither we nor the RMP record, transcribe or store the session, and you must not record it without the consent of everyone present. If the video connection fails, the RMP may continue by audio, reschedule the consultation at no extra charge, or advise an in-person visit.

Where the RMP decides a prescription is appropriate, it is created in VitalPoint OS and signed electronically by the RMP, using an individual electronic signature issued and controlled through that RMP’s own login in our admin panel. A prescription signed with a digital signature or electronic signature under Sections 3 and 3A of the Information Technology Act, 2000 has the same legal effect as a handwritten one and needs no physical signature. It shows the RMP’s name, qualification, registration number and the date and time of signing, and carries an audit trail that shows any alteration.

• You receive the prescription in the App, and on paper at a Clinic if you ask for it.
• The prescription is for the named Patient only. Do not share, resell, alter or reuse it. Altering a prescription or using someone else's is an offence.
• Repeat supplies require a fresh prescription from an RMP where the law or the prescription so requires.
• You may have the prescription dispensed at any pharmacy of your choice; you are never obliged to use a VitalPoint pharmacy. If a pharmacy asks for a printed copy, ask any Clinic for one.

Tests are performed only with your consent, by trained staff, following our standard procedures, at a Clinic, camp or mobile unit. Some tests require sample collection such as a finger-prick or blood sample. If a sample is inadequate or a device fails, we will repeat the test at no extra charge where possible. Reports are added to your record and made available in the App, and are shared with the treating RMP. Reporting times depend on the test and are shown when you book. Tests not available at the location may be referred to a partner laboratory, with your consent and at the price disclosed to you in advance.

Where a Clinic holds a valid retail drug licence, medicines are dispensed only by a registered pharmacist, at the licensed premises, against a valid prescription where one is required by law. The App does not sell or deliver medicines online. Medicines are sold at or below the maximum retail price printed on the pack, and within ceiling prices fixed under the Drugs (Prices Control) Order where applicable. The pharmacist may dispense an equivalent generic medicine where the prescription permits. Dispensed medicines cannot be returned except where they are wrong, damaged or expired at the time of dispensing, reported within 3 days with the invoice.

The App has separate roles: Patients, panel doctors, and nurses and other Clinic staff. Each person uses their own account; credentials, OTPs and signing tokens must never be shared, and staff must not use a patient’s account or another professional’s login.

Patients register with a mobile number verified by OTP, and may add family members for whom they are the lawful guardian or authorised caregiver. Where Clinic or camp staff register you, they do so only with your consent, after explaining these Terms and the Privacy Policy in a language you understand, and the account is verified by an OTP sent to your own mobile number wherever you have one.

You are responsible for activity through your account and for telling us promptly at privacy@vitalpoint.health if you suspect unauthorised access.

Fees for consultations, tests and other services are displayed in the App, on the Website or at the location before the service, with taxes shown as applicable. Payment is collected at the Clinic or camp at the time of service, by cash or UPI; we do not process payments within the App and do not store any card or UPI credentials. Where you are covered by a government health scheme, charges are governed by that scheme’s rules.

Refunds are processed to the original payment mode within 7 working days of approval. We may revise prices prospectively; revised prices never apply to a service already booked and paid for.

You must not:

• give false information, impersonate any person or register someone without their authority;
• obtain or attempt to obtain prescriptions or medicines by deception, or misuse a prescription;
• abuse, threaten or harass RMPs, staff or other patients;
• record or share a consultation without consent;
• upload or transmit content that is unlawful, obscene, defamatory, invasive of privacy, or harmful to children;
• introduce viruses or malicious code, or attempt to gain unauthorised access to the Services or any account;
• copy, modify, reverse engineer, decompile or scrape the App, Website or VitalPoint OS, except as permitted by law;
• use the Services for any purpose that violates Indian law.

We may suspend access, remove content or report to authorities where these rules are breached.

This Section applies if you use the App as a panel doctor, nurse, pharmacist or other authorised personnel. It governs your use of the platform; your engagement, fees and duties are governed separately by your engagement or employment agreement, which prevails over this Section on those subjects.

• Registration and credentials. You must hold and maintain valid registration with the National Medical Commission or relevant State Medical, Pharmacy or Nursing Council, and provide proof on request. You must tell us within 7 days if your registration is suspended, cancelled or subject to disciplinary proceedings, and access will be withdrawn immediately in such cases.
• Professional standards. You must practise in accordance with the Telemedicine Practice Guidelines, 2020, the National Medical Commission’s conduct regulations and all other applicable law, and within your own scope of practice. Nurses and other staff must not diagnose, prescribe or interpret results for patients.
• Accepting and declining requests. You may accept or decline a consultation request. Once accepted, you are responsible for conducting it within the slot, recording the consultation note in VitalPoint OS and issuing a prescription where appropriate.
• Records. Consultation notes, findings and test values must be recorded accurately and contemporaneously in VitalPoint OS. Do not maintain patient records of the Services outside the platform, except as your own professional record-keeping obligations require.
• Electronic signature. Your digital or electronic signature credentials are personal to you and must remain under your sole control, as Section 42 of the Information Technology Act, 2000 requires. Never share your login or signing credentials, and tell us immediately if they are compromised so we can revoke and reissue them. We never sign a prescription on your behalf. You are responsible for the content of everything you sign.
• Confidentiality and access. Access patient records only where you are treating that patient or your role requires it. All access is logged. Confidentiality survives the end of your engagement.
• No fee-splitting. You must not solicit, accept or pay any commission or incentive for prescribing a medicine, ordering a test or making a referral. This is a condition of access and a requirement of professional conduct regulations.
• Independence and liability. Panel doctors practise as independent professionals and are responsible for their own clinical decisions and for maintaining professional indemnity insurance at a level appropriate to their practice. Nothing in these Terms creates a partnership, and VitalPoint does not control clinical judgement.
• Availability and conduct. Keep your availability accurate, join accepted consultations on time, and treat patients and colleagues respectfully. Repeated non-attendance of accepted requests may lead to removal from the panel.
• Device and account security. Use the App only on a secured device with a screen lock, log out of shared devices, and do not take screenshots or copies of patient data except as clinically necessary within the platform.
• Suspension. We may suspend or remove your access where registration lapses, where these Terms or professional obligations are breached, or where patient safety requires it, and will report serious non-compliance to the relevant council as required.

The App, Website, VitalPoint OS, their software, design, content and the VitalPoint name and marks are owned by or licensed to KS Arogya Private Limited. We grant you a limited, personal, non-exclusive, non-transferable, revocable licence to use the App and Website for their intended purpose under these Terms. Your health data remains yours; our rights over it are only those described in the Privacy Policy. If you send us suggestions or feedback, we may use them without obligation to you.

Some functions rely on third parties, such as our SMS/WhatsApp provider, telecom networks, video and messaging providers and the Ayushman Bharat Digital Mission. Their services are governed by their own terms. We choose them carefully but are not responsible for their failures that are outside our reasonable control.

We aim to keep the Services available, but they may be interrupted by maintenance, network failure, power outages or events outside our control, which are more frequent in rural areas. Where connectivity fails during a Clinic visit, staff will continue with offline-capable steps and reschedule the Teleconsultation at no extra charge.

To the extent permitted by law, the App and Website are provided on an “as is” and “as available” basis. Nothing in these Terms excludes any right you have, or any warranty implied, under the Consumer Protection Act, 2019 that cannot be excluded.

To the extent permitted by law, VitalPoint is not liable for indirect, incidental or consequential losses, or for loss caused by your breach of these Terms, false or incomplete information you provided, failure to follow medical advice, or events outside our reasonable control. Otherwise, our total liability for any claim relating to a service is limited to the amount you paid for that service.

Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence, for fraud, or any liability that cannot be limited under Indian law, including under the Consumer Protection Act, 2019. The professional liability of each RMP for their clinical decisions is governed by law and by that RMP’s professional obligations.

You agree to indemnify VitalPoint against losses and reasonable costs arising from your deliberate misuse of the Services, your violation of law, or your infringement of another person’s rights.

You may stop using the Services and delete your account at any time as described in the Privacy Policy. We may suspend or terminate your access, with notice where practicable, if you breach these Terms, if required by law, or if we discontinue a Service. Termination does not affect records we must retain by law, amounts already due, or clauses meant to survive, including 16, 17, 21, 22 and 25.

We may update these Terms to reflect changes in law or the Services. We will post the updated Terms with a new effective date and notify you of material changes in the App or by SMS at least 30 days before they apply. Continued use after that date means you accept the updated Terms.

These Terms are governed by the laws of India. Please first raise any dispute with our Grievance Officer (Section 27); we will try to resolve it within 15 days. Disputes not resolved within 30 days may be referred to arbitration by a sole arbitrator appointed by mutual agreement under the Arbitration and Conciliation Act, 1996, seated in Jodhpur and conducted in English or Hindi. Subject to arbitration, courts at Jodhpur, Rajasthan have exclusive jurisdiction.

Nothing in this Section prevents you from approaching a Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019, or any other remedy that cannot be waived by contract.

If any provision is held invalid, the rest remain in force. Our failure to enforce a right is not a waiver. You may not assign these Terms; we may assign them to a successor entity with notice to you. These Terms and the Privacy Policy are the entire agreement on their subject. Neither party is liable for delay caused by events beyond reasonable control, including natural disasters, epidemics, government action or network failures. These Terms are available in English and Hindi; if they differ, the English version prevails.

We acknowledge complaints within 24 hours and resolve them within 15 days.

Apple.If you downloaded the App from the Apple App Store: these Terms are between you and VitalPoint only, not Apple Inc. (“Apple”). VitalPoint, not Apple, is solely responsible for the App, its content, maintenance and support. Apple has no obligation to provide maintenance or support for the App. If the App fails to conform to any applicable warranty, you may notify Apple, and Apple will refund any purchase price paid for the App; to the maximum extent permitted by law, Apple has no other warranty obligation. VitalPoint, not Apple, is responsible for addressing any claims relating to the App, including product liability claims, claims that the App fails to meet legal or regulatory requirements, and consumer protection or privacy claims, and for the investigation and defence of any claim that the App infringes third-party intellectual property rights. You confirm that you are not located in a country subject to a U.S. Government embargo or designated as supporting terrorism, and are not on any U.S. Government list of prohibited or restricted parties. You must comply with applicable third-party terms when using the App. Apple and its subsidiaries are third-party beneficiaries of these Terms and may enforce them against you.

Google. If you downloaded the App from Google Play, your use is also subject to the Google Play Terms of Service. Google is not a party to these Terms and is not responsible for the App.