Legal Pack — Privacy Policy & Terms of Use

§0Who Operates Bharat Care Health

0.1 Data Fiduciary

Bharat Care Health is operated by Surjendu Bikash Nandi (sole proprietor) — the Data Fiduciary responsible for the personal data described in this Policy. Bharat Care Health intends to comply with the Digital Personal Data Protection Act, 2023 and other applicable data-protection requirements as they become applicable to it (see the Applicable Law Status note at the top). Bharat Care Health is not currently operated through a separate incorporated company (e.g. a Private Limited Company or LLP); it is a sole proprietorship in Mr. Nandi's individual capacity.

0.2 Where This Policy Applies new

This Legal Pack governs your use of Bharat Care Health's website (bharatcare.life) and all of its role-specific subdomains and applications — including the patient, doctor, hospital, pharmacy, diagnostic-lab, ambulance, and partner/advertiser interfaces, and the admin portal — collectively "the Platform." This page (bharatcare.life/policy) is the canonical, current version; if an in-app copy differs because it hasn't been updated yet, this page controls.

Pt.1Terms & Conditions

1.1 Acceptance of Terms

By registering for or using Bharat Care Health ("we," "us," "the Platform"), you agree to be bound by these Terms & Conditions and every other document in this Legal Pack applicable to your role. If you do not agree, you may not use the platform.

1.2 Eligibility

Bharat Care Health does not currently verify age at signup; you are responsible for providing accurate information, including your age. If you are under 18, see the Children's Data clause of the Privacy Policy (2.6) — certain features (consultation booking, AI symptom-checking, chat, prescriptions) may be limited until guardian verification is complete. Healthcare providers must hold valid, current government-recognised qualifications and registrations relevant to their role and must provide accurate, truthful documentation during verification.

1.3 Nature of the Platform

Bharat Care Health is a technology platform that connects patients with independent, third-party healthcare providers. We are not a hospital, clinic, or medical practice ourselves, and we do not practise medicine. Every diagnosis, treatment, and prescription is the independent professional judgment and responsibility of the treating doctor or provider, not Bharat Care Health.

1.4 Account Responsibilities

• You are responsible for maintaining the confidentiality of your login credentials.
• You agree to provide accurate information during registration and to keep it updated.
• You must not create multiple accounts to circumvent bans, ratings, or platform rules.
• Healthcare providers must keep their listed fees, availability, and services accurate and current.

1.5 Verification & Listing

No healthcare provider, hospital, diagnostic lab, pharmacy, or ambulance service appears in patient-facing search until Bharat Care Health has verified their submitted government documentation. Bharat Care Health reserves the right to reject, suspend, or remove any listing found to contain false, expired, or fraudulent credentials at any time, without prior notice where urgent patient safety is at stake.

1.6 Payments & Fees

• Depending on the doctor, patients pay either through the platform's integrated payment gateway or directly to the doctor outside the platform (see Privacy Policy, Section 19.3). Where payment is collected by Bharat Care Health, funds are settled to the relevant provider minus Bharat Care Health's platform commission, as disclosed at the time of booking.
• Sponsored/featured listings are paid placements and are always clearly labelled as such to patients — they do not affect or replace organic search ranking, which is based on verification status, relevance, distance, and patient feedback. See also Section 22.
• All fees, commissions, and charges are disclosed transparently before any payment is made.

1.7 Conduct & Prohibited Use

• No fraudulent registration, impersonation, or submission of falsified documents.
• No harassment, abuse, or discriminatory conduct toward patients, providers, or Bharat Care Health staff.
• No attempt to circumvent the platform's payment system to avoid applicable fees for services initiated through Bharat Care Health.
• No unauthorised access to another user's account or data.
• No misuse of the Emergency SOS feature for non-emergency situations.
• Violation of these conduct rules may result in warning, suspension, or permanent ban, at Bharat Care Health's discretion, with serious or repeated violations reported to relevant authorities where appropriate.

1.8 Booking on Behalf of Another Person

You may create and manage a dependent profile (such as for a family member) under your primary account. You are responsible for ensuring you have the right and consent to manage that person's healthcare information on their behalf. Their record is kept distinct from your own primary medical profile.

1.9 Intellectual Property

The Bharat Care Health name, logo, app, and underlying software are the property of Bharat Care Health. Content you submit (such as uploaded prescriptions or reviews) remains yours, but you grant Bharat Care Health a licence to store, process, and display it as necessary to provide the service.

1.10 Limitation of Liability — Independent Providers

To the maximum extent permitted by law, Bharat Care Health's liability is limited to facilitating the connection between patients and independent providers; Bharat Care Health is not liable for the clinical outcomes, advice, or actions of independent doctors, hospitals, labs, pharmacies, or ambulance operators using the platform, who remain solely responsible for the professional services they render. See also Sections 1.16 and 27.

1.11 Changes to These Terms

We may update these Terms from time to time. Material changes will be notified to users in advance per Section 18, and continued use of the platform after changes take effect constitutes acceptance of the revised Terms. A record of which version you accepted, and when, is always retained against your account.

1.12 Termination

You may close your account at any time from your settings. Bharat Care Health may suspend or terminate any account for violation of these Terms, fraudulent activity, or as required by law.

1.13 Governing Law

These Terms are governed by the laws of India. Any dispute arising under these Terms is subject to the jurisdiction of the courts of Kolkata, West Bengal. See also Section 28 (Dispute Resolution) for the full dispute-resolution process, including arbitration and the consumer-forum rights this Legal Pack does not take away.

1.14 Platform Fees for Patients — Currently Free new

Bharat Care Health does not currently charge patients any fee to register, browse listings, or use most app features ("Platform Access"). This is separate from the consultation fees, product prices, or service charges you pay directly to a doctor, hospital, pharmacy, or lab for services rendered (Clause 1.6), and from any payment-gateway commission already disclosed there. Bharat Care Health reserves the right to introduce subscription plans, listing fees, premium features, or usage-based charges for Platform Access in the future. If we do, we will give reasonable advance notice through the change process in Section 18 before any such charge applies to existing users — a feature that is free today will not silently start charging you without that notice.

1.15 Disclaimer of Warranties new

Bharat Care Health is provided on an "as is" and "as available" basis. To the maximum extent permitted by applicable law, Bharat Care Health disclaims all warranties, express or implied, including any warranty of uninterrupted availability, error-free operation, or that any content, directory listing, AI output, or informational feature (Sections 12, 20, 21, and 24) is accurate, complete, or current.

1.16 Limitation of Liability — Platform-Wide new

In addition to Clause 1.10, and to the maximum extent permitted by applicable law:

1. Bharat Care Health's total aggregate liability to you for any claim arising out of or relating to your use of the Platform is limited to the amount, if any, you paid to Bharat Care Health itself (not to a doctor, hospital, pharmacy, or lab) in the twelve (12) months before the claim arose, or ₹5,000, whichever is higher; and
2. Bharat Care Health is not liable for indirect, incidental, consequential, special, or punitive damages, including loss of profit, data, or goodwill.

Nothing in this Clause limits any liability that cannot lawfully be excluded — for example, liability for death or personal injury caused by proven gross negligence, or rights available to a "consumer" under the Consumer Protection Act, 2019 (see also Clause 28.5).

1.17 Indemnification new

You agree to indemnify and hold harmless Bharat Care Health, its sole proprietor, employees, and contractors from any claim, liability, damage, loss, or expense (including reasonable legal fees) arising out of: (a) your breach of this Legal Pack; (b) inaccurate, false, or misleading information you submit to the Platform; (c) your violation of applicable law or a third party's rights; or (d) any service you render to, or receive from, another user through the Platform — including, for healthcare providers, hospitals, pharmacies, labs, and ambulance operators, any claim arising from the clinical, professional, or operational services you provide (see also Clauses 5.10 and 27.6).

1.18 Force Majeure new

Bharat Care Health is not liable for any delay or failure to perform caused by circumstances beyond its reasonable control, including natural disasters, pandemics, internet or power outages, government action, or failure of a third-party service Bharat Care Health depends on (such as its hosting, payment, SMS, or cloud-storage providers).

1.19 General Provisions new

If any clause of this Legal Pack is found unenforceable, the remaining clauses continue in full force. This Legal Pack is the entire agreement between you and Bharat Care Health on its subject matter, superseding earlier versions from the date at the top of this page. Bharat Care Health's failure to enforce a clause on one occasion is not a waiver of its right to do so later. You may not assign your rights under this Legal Pack without Bharat Care Health's consent; Bharat Care Health may assign it in connection with a restructuring of its business, with notice under Section 18. Legal notices to Bharat Care Health should go to the Grievance Officer's contact details in Clause 15.2.

Pt.2Privacy Policy

2.1 Our Commitment

This Privacy Policy explains what personal and health data we collect, why we collect it, how we use it, and the rights you have over it, in accordance with the Digital Personal Data Protection Act, 2023 (DPDP Act) and applicable Indian law. (For how we obtain your permission to collect and use this data, see Part 3, Consent Policy.)

2.2 What We Collect

2.3 Why We Collect It

• To provide the core service — connecting you with doctors, hospitals, labs, pharmacies, and ambulance services
• To verify the identity and credentials of healthcare providers, protecting every patient on the platform
• To process payments and settle provider payouts accurately
• To maintain medical records for continuity of care and medicolegal protection
• To send appointment reminders, medicine reminders, and service updates
• To improve the platform and detect fraud or misuse
• To send you marketing, promotional, or platform-update communications you've opted in to receive new — see Clause 2.10
• To research, analyse, and improve Bharat Care Health's features, content, and algorithms, including by using de-identified or aggregated data new — see Clause 2.10
• To comply with legal and regulatory obligations

2.4 Who We Share Data With

• The specific doctor, hospital, lab, pharmacy, or ambulance service you interact with, limited to what is necessary for them to provide your care or service
• Payment gateway and logistics partners, limited to what is necessary to process a transaction or delivery
• Insurance companies and government health schemes (e.g. Ayushman Bharat), only where you have explicitly consented to such sharing
• Legal authorities, only when legally compelled — see the Telemedicine Consent Form and Part 11 for the specific rule governing consultation recordings
• Advertising and analytics partners — limited to aggregated, de-identified data only, as described in Clause 2.11 new
• We never sell your identifiable personal or health data to advertisers or unrelated third parties.

2.5 Your Rights

• Access — request a summary of the personal data we hold about you, including your digital health history, prescriptions, and (subject to the identity-verification protocol in Part 11.3) an administrative transcript or secure copy of your consultation recordings.
• Correction — request correction of inaccurate or incomplete data
• Erasure — request deletion of your data, subject to mandatory medical record-keeping and audit retention requirements (see Part 10, Data Retention Policy)
• Withdraw consent — opt out of non-essential data processing (such as location tracking, insurance profiling, or marketing) at any time from your settings. Withdrawal does not affect the lawfulness of processing carried out before you withdrew.
• Nominate — appoint another individual to exercise your rights under the DPDP Act in the event of your death or incapacity, per Section 14 of the Act. new
• Grievance — raise a complaint with our Grievance Officer about how your data is handled. If unresolved within 30 days, you may escalate directly to the Data Protection Board of India.
• Do Not Disturb — patients may opt out of non-essential communications at any time

2.6 Children's Data

Bharat Care Health does not currently require age verification at signup, and users under 18 are able to register; you are responsible for providing accurate age information. Where Bharat Care Health has actual knowledge, or reasonable grounds to believe, that an account belongs to someone under 18, we treat that account as a child's account for the purposes of the DPDP Act: we do not use it for behavioural monitoring or targeted advertising, and we may pause or restrict consultation booking, AI symptom-checking, chat, or prescription-related features pending verifiable parental or guardian consent under Section 9 of the DPDP Act.

2.7 Grievance Officer & Complaints

The named Grievance Officer, complaint channels, response timelines, and escalation path are set out in full in Part 15, Grievance Redressal Policy.

2.8 Non-Consensual Search Tracking Prohibited

Bharat Care Health does not permit passive tracking of a patient's search behaviour by healthcare providers. Under subscriber tools, providers only ever receive fully anonymised, aggregated geographic search data (for example, aggregate search volumes by specialty and postal code). Individual patient search activity — which doctors or specialties a specific patient looked at — is never shared with any doctor, clinic, or hospital, unless that patient voluntarily books an appointment or explicitly opts in to a separate, unbundled "Direct Consultation Matching" feature. This opt-in is never bundled with account registration or any other consent.

2.9 Cookies & Similar Technologies new

Bharat Care Health's website and app may use cookies, local storage, and similar technologies to keep you logged in, remember preferences, and understand aggregate usage patterns (for example, which screens are used most). We do not use cookies for cross-site behavioural ad-targeting based on your health data. You can control cookies through your browser or device settings; disabling some cookies may affect core functionality like staying logged in.

2.10 Marketing Communications & Platform Research/Development new

Marketing. With your opt-in consent (Clause 3.2), Bharat Care Health may send you promotional messages about its own features, health camps, verified-provider offers, or platform updates — by email, SMS, WhatsApp (Section 17), or in-app notification. You can withdraw this consent at any time from Notification Preferences without affecting your access to core services (Clause 3.1).

Platform development. Bharat Care Health uses usage data, and may use de-identified or aggregated health and usage data, to analyse trends, fix problems, and to research, build, test, and improve the Platform's features, content, and underlying algorithms (including AI-assisted features under Part 12). Where reasonably possible, this development work uses de-identified or aggregated data; where it requires identifiable personal data, that data is protected by the same safeguards as any other processing under this Policy (Part 11).

No sale of health data. Marketing and platform-development use never involves selling your identifiable personal or health data to a third party (Clause 2.4).

2.11 Advertising Partners — Data Shared new

Advertisers and sponsored-listing Partners (Section 22) receive only aggregated, de-identified performance metrics — for example, total impressions or clicks by city or category — never your name, contact details, or health information. If you tap an ad and choose to interact with that advertiser directly (visiting their site, calling them, and so on), any data you then give them is governed by that advertiser's own privacy policy, not this one.

Pt.3Consent Policy

3.1 Consent Principles

• Specific — you are told exactly what data and what purpose each consent covers, not a single blanket permission for everything.
• Informed — presented in plain language, not buried in dense legal text.
• Freely given — declining optional consent (such as sharing data with an insurer) never blocks your access to core platform functions you are otherwise entitled to.
• Revocable — you can withdraw it at any time from your Privacy settings, except where retention is legally mandated.
• Not pre-ticked — every consent checkbox throughout Bharat Care Health defaults to unchecked; you must take an affirmative action to agree.

3.2 What Requires Separate, Specific Consent

3.3 Consent for Dependents

Where a patient books or manages care for a dependent (such as a family member or minor), the account holder is the one providing consent on that dependent's behalf, and is responsible for being authorised to do so. Bharat Care Health may request proof of relationship/guardianship in cases of dispute.

3.4 Withdrawing Consent

You can withdraw any specific consent at any time from your Privacy settings. Withdrawing consent for a specific data-sharing purpose (for example, insurer sharing) stops that future sharing but does not retroactively undo sharing that already lawfully occurred, and does not affect data Bharat Care Health is independently required to retain by law (see Part 10).

3.5 Consent Record-Keeping

Every consent given or withdrawn is logged with a timestamp, the exact version of the relevant policy text, and the user's account ID. This log is permanent and cannot be altered, ensuring Bharat Care Health can always demonstrate what was agreed to, by whom, and when.

Pt.5Doctor Agreement

5.1 Eligibility & Credentialing

• You confirm that you hold a valid, current registration with the National Medical Commission (NMC) or applicable State Medical Council, and that all qualifications and documents submitted are genuine and unaltered.
• You authorise Bharat Care Health to independently verify your registration status with the issuing authority.
• You agree to promptly notify Bharat Care Health of any suspension, cancellation, or disciplinary action affecting your medical registration.

5.2 Independent Practitioner Status

You are an independent medical practitioner, not an employee or agent of Bharat Care Health. You remain solely and fully responsible for all clinical decisions, diagnoses, treatment, and prescriptions you provide through the platform, in accordance with applicable medical ethics and law (including the Indian Medical Council (Professional Conduct, Etiquette and Ethics) Regulations and the Telemedicine Practice Guidelines, 2020 where applicable).

5.3 Fees & Payouts

• You may set your own consultation fee and follow-up discount, subject to Bharat Care Health's commission structure, disclosed to you transparently.
• Patient payments are collected by Bharat Care Health and settled to your registered account minus the platform commission, on the payout schedule disclosed in your provider dashboard — except where a patient pays you directly, outside the platform, which Bharat Care Health does not process.
• You may switch video consultation availability on or off at will, and set your own video consultation fee.

5.4 Digital Prescriptions, Records & Consultation Recordings

• You agree to issue prescriptions through the platform's digital prescription tool, digitally signed, and to maintain accurate diagnosis and treatment records consistent with the patient's existing medical history shown to you.
• Automatic Recording: You acknowledge that consultation audio recording begins automatically when you open the patient file in the appointment screen, and ends automatically when you digitally sign and submit the prescription.
• Access Restriction: Direct, unauthenticated playback is disabled on both the doctor and patient interfaces, to prevent unauthorised distribution and protect the recording as untampered evidence.
• Legal Retrieval: In the event of a regulatory inquiry, disciplinary proceeding, or medical malpractice suit, you may request the encrypted audio file through our Grievance/Compliance Team, subject to strict legal identity verification and the procedure set out in Part 11.3.

5.5 Profile Accuracy & Edit Restrictions

You may edit your profile (clinic details, fee, bio, languages, availability) at any time, except your registration number, the name shown on your certificate, and your verified institution name, which remain locked after verification for patient-safety and audit reasons.

5.6 Coordinators & Personal Assistants

You may add a coordinator or approve a Personal Assistant to help manage your bookings and availability. You remain responsible for the actions taken on your account by anyone you grant this access to, and you may revoke that access at any time.

5.7 Conduct, Ratings & Suspension

You agree to treat patients professionally and not to manipulate or solicit fake reviews. Bharat Care Health may suspend your listing for verified patient complaints, falsified credentials, or violation of applicable medical regulations.

5.8 Term & Termination

This Agreement remains in effect while your account is active. Either party may terminate — you by closing your account, Bharat Care Health per the Terms & Conditions. Termination does not affect patients' rights to their existing medical records created during your treatment of them.

5.9 Patient Follow-up Opt-out & Informed Refusal

Where you assign a clinical follow-up and the patient actively declines it, the platform records a timestamped "Informed Refusal of Recommended Follow-up" acknowledgment — shown to the patient on its own clear screen explaining what they are declining and why the follow-up was recommended, not bundled into an unrelated "I am alright now" button. Once acknowledged, you are not liable for complications or deterioration that result specifically and solely from the patient's informed decision not to attend that recommended follow-up. This does not release you from liability for negligence in the care you actually provided — including the original diagnosis, treatment, or advice — which is a separate question from whether the patient later declined a follow-up.

5.10 Indemnification new

In addition to the general indemnification at Clause 1.17, you specifically agree to indemnify Bharat Care Health against any claim arising from your clinical decisions, diagnoses, treatment, or prescriptions provided through the Platform, consistent with your Independent Practitioner Status under Clause 5.2.

Pt.10Data Retention Policy

10.1 Retention Principles

Bharat Care Health retains personal and health data only for as long as necessary to fulfil the purpose it was collected for, or as required by applicable law, whichever is longer. Data is not retained indefinitely "just in case."

10.2 Retention Periods by Data Type

10.3 Deletion Requests

You may request deletion of your account and associated data via your Privacy settings or by contacting the Grievance Officer. We will action deletion requests within thirty (30) days, except for data we are legally required to retain (medical records, financial records, and consent logs as set out above), which will be retained for the applicable period and then deleted or anonymised.

10.4 Legal Holds

Where data is subject to an active legal proceeding, regulatory investigation, or lawful authority request, retention periods in this policy are suspended for the affected data until that hold is lifted.

Pt.11Information Security Policy

11.1 Security Commitment

Bharat Care Health implements administrative, technical, and physical safeguards designed to protect personal and health data against unauthorised access, alteration, disclosure, or destruction, consistent with the DPDP Act, 2023 and reasonable security practices under the Information Technology Act, 2000 and applicable rules.

11.2 Technical Safeguards

• Encryption of data in transit (e.g. TLS) and at rest for sensitive data including health records and consultation recordings.
• Role-based access control — every account type (patient, doctor, hospital admin, coordinator, personal assistant, platform employee) is restricted to only the data necessary for their function. A Personal Assistant, for example, cannot access patient medical records.
• Append-only audit logging of every access to health records and prescriptions, which cannot be edited or deleted, including by platform administrators.
• Secure credential storage — passwords are never stored in plain text.
• Regular security review of third-party integrations (payment gateway, SMS/OTP provider, AI provider, logistics partners) before and during use.

11.3 Consultation Audio Recording Safeguards & Access Protocol

Consultation recordings are stored using AES-256 encryption, separate from the primary patient database.

Restrictive Access: Neither the patient nor the doctor can download or play recordings directly within the app interface.

Recordings are decrypted and released only under one of the following circumstances:

• On receipt of a valid, authenticated court order or law-enforcement warrant (e.g. under the Bharatiya Nagarik Suraksha Sanhita / Code of Criminal Procedure).
• On a joint written request from both the patient and the treating doctor, subject to identity verification.
• Under a formal dispute-resolution process opened by Bharat Care Health's legal team where medical malpractice or platform safety rules are under review.

This protocol is incorporated by reference into the Telemedicine Consent Form (Part 9) and the Doctor Agreement (Part 5.4) as part of Bharat Care Health's overall information security posture.

11.4 Organisational Safeguards

• Access to production health data is limited to personnel whose role requires it, and is logged.
• New admin/employee accounts require super-admin approval before activation; no self-serve privileged access exists.
• Staff handling verification or support functions are bound by confidentiality obligations regarding any data they access in the course of their role. See also Section 26.

11.5 Breach Notification

In the event of a personal data breach likely to result in risk to your rights, Bharat Care Health will notify affected users and the Data Protection Board of India (or other applicable authority) without undue delay, consistent with DPDP Act requirements, and will take prompt remedial action to contain and address the breach.

11.6 Your Role in Security

You are responsible for keeping your login credentials confidential and for notifying Bharat Care Health promptly if you suspect unauthorised access to your account.

Pt.12AI Disclaimer

12.1 Where AI Is Used

• Clinical decision-support information (such as standard dosage, drug class, or known interactions) surfaced to a doctor while preparing a prescription — shown only to the doctor, never directly to the patient as medical advice.
• The first-line customer support chatbot, which answers routine, non-clinical platform questions and escalates anything it cannot resolve to a human agent.

12.2 What AI on Bharat Care Health Does Not Do

• AI does not diagnose patients, does not replace a doctor's clinical judgment, and does not issue or approve prescriptions on its own — every prescription is the independent decision of the treating, licensed doctor.
• The customer support chatbot does not provide medical advice and is not a substitute for consulting a doctor about a health concern.
• AI-surfaced drug information is a reference aid for the doctor, not a verified clinical guarantee — the treating doctor remains responsible for verifying appropriateness for the specific patient.

12.3 Accuracy & Limitations

AI-generated content can occasionally be incomplete, outdated, or incorrect. Bharat Care Health does not warrant that AI-assisted information is error-free, and both doctors and patients should treat it as a supplementary aid, not a sole source of truth, particularly for clinical decisions.

12.4 Human Escalation

Any support query the AI chatbot cannot resolve is escalated to a human support agent, consistent with the platform's commitment to not let AI be the final word on any matter requiring human judgment.

12.5 Patient-Facing Symptom-Checking, Triage & Chat

In addition to 12.1, Bharat Care Health also uses AI for patient-facing symptom-checking, triage suggestions, and chat replies, to help you describe your concern and prepare for a consultation. This output is not a diagnosis and is not medical advice — it exists to help organise information for your doctor, who reviews it before it becomes part of your care.

12.6 Emergency Situations

If you describe symptoms consistent with a medical emergency, Bharat Care Health's AI features are designed to direct you to Part 13 (Emergency Disclaimer) and immediate emergency care rather than continuing to converse about your symptoms. AI symptom-checking is not a substitute for calling 108 or 112 in an emergency.

12.7 Human Review Requirement

Any AI-drafted summary, triage suggestion, or chat reply that becomes part of your medical record is reviewed and approved by a licensed doctor before it is relied on clinically — see the Doctor Agreement and the Privacy Policy, Section 19.2, for how this review is logged.

12.8 Use by Minors

Because Bharat Care Health does not currently verify age, a user under 18 may reach AI symptom-checking or chat features before guardian verification is complete. Where Bharat Care Health becomes aware an account belongs to a minor, AI-assisted clinical features are among those that may be paused pending guardian verification.

12.9 AI Does Not Generate Final Medical Instructions

AI may draft a summary or suggested response, but it never independently issues instructions, a diagnosis, or a prescription. A licensed doctor's review and approval is the only thing that turns AI output into something you should act on.

12.10 Required AI Phrasing

Patient-facing AI features must never use reassuring or diagnostic-sounding language — not "you probably have...", not "don't worry", not "this isn't serious." Where the AI cannot resolve something, it must say so plainly: "Based on the information provided, this tool cannot determine your diagnosis. Please consult a licensed doctor." The risk isn't that AI prescribes anything — it's that reassuring phrasing reads as medical judgment even when no one intended it to, and that a patient later argues the tool delayed them from seeking care they needed sooner.

12.11 General Interpretation Disclaimer new

Beyond AI-generated content specifically, Section 20 sets out Bharat Care Health's general disclaimer for all informational and wellness content on the Platform, including the requirement to consult a Registered Medical Practitioner before acting on anything you see here.

Pt.13Emergency Disclaimer

13.1 Purpose of the In-App Emergency Button

The Emergency SOS feature in Bharat Care Health is a convenience tool to help surface nearby ambulance services and emergency-capable hospitals quickly. It is a supplementary aid, not a replacement for calling national emergency services directly, and Bharat Care Health does not guarantee response time, ambulance availability, or successful dispatch through the app.

13.2 No Guarantee of Outcome

Bharat Care Health is not liable for delays, unavailability, or outcomes related to use of the in-app Emergency feature. Ambulance and emergency hospital services accessed through Bharat Care Health are provided by independent third-party operators, not by Bharat Care Health itself.

13.3 Telemedicine Is Not for Emergencies

Video consultations booked through Bharat Care Health are not appropriate for emergency situations. A treating doctor in a telemedicine session who identifies signs of a medical emergency will advise you to seek immediate in-person/emergency care; you agree to follow such advice.

13.4 Misuse of Emergency Features

Knowingly misusing the Emergency SOS feature for non-emergency situations is a violation of the Terms & Conditions and may result in account suspension.

Pt.15Grievance Redressal Policy

15.1 Scope

This Part sets out how Bharat Care Health receives, acknowledges, and resolves grievances raised by patients, healthcare providers, healthcare workers, and other platform users. It covers (a) complaints about content, conduct, or account actions under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and (b) complaints about the handling of personal data under the Digital Personal Data Protection Act, 2023. It does not cover clinical emergencies, real-time medical questions, or reports of ongoing crime — see clause 15.7.

15.2 Grievance Officer

This information is published on the app and website and kept current, as required under the IT Rules, 2021.

15.3 How to Raise a Grievance

15.4 Acknowledgement and Resolution Timelines

• Content, account, and conduct grievances are acknowledged within 24 hours and substantively resolved within 15 calendar days of receipt, in line with Rule 3(2) of the IT Rules, 2021.
• Personal data grievances are acknowledged within 24 hours. Bharat Care Health's policy is to provide a substantive resolution, or a reasoned written update with a revised timeline, within 30 calendar days.
• Complaints alleging a risk to patient safety are acknowledged within 24 hours and escalated immediately to Bharat Care Health's Compliance function; an interim update is provided within 15 days even if the matter is still under review.
• If Bharat Care Health cannot resolve a grievance within the applicable timeline, it will explain why and give a revised date.

15.5 Escalation to the Data Protection Board of India

If you are not satisfied with how a personal-data grievance was handled, or it remains unresolved, you may file a complaint with the Data Protection Board of India (DPBI) under the DPDP Act, 2023. The DPBI operates under the Ministry of Electronics and Information Technology (MeitY) as a fully digital, complaint-driven body; for the Board's current contact and filing details, see meity.gov.in, which is being kept updated in line with the Board's official complaint mechanism as notified from time to time. This right exists whether or not you raise the matter with Bharat Care Health first, though raising it with us first is usually faster.

15.6 Record-Keeping

Every grievance is logged with a timestamp, the channel it arrived through, and every action taken on it. This log is append-only — entries cannot be edited or deleted, including by Bharat Care Health administrators — consistent with Bharat Care Health's Information Security Policy (Part 11).

15.7 What This Part Does Not Cover

• Medical emergencies: use Emergency SOS in the app, or call 108 / 112 directly. Do not wait for a grievance response.
• Urgent clinical questions: contact your treating doctor through in-app chat or book a consultation.
• Suspected criminal conduct: report to the police in addition to, not instead of, notifying Bharat Care Health.

15.8 Good-Faith Complaints and Misuse

Raising a grievance in good faith never itself results in adverse action against your account. Knowingly false or malicious complaints may still be treated as a violation of Bharat Care Health's general Terms & Conditions and account-conduct rules — handled entirely separately from, and never in place of, this clause's protection for a genuine complaint.

§16Recording of Consultations (Video and In-Person)

16.1 What This Covers

Consultations booked through Bharat Care Health — both video/audio telemedicine sessions and in-person visits — are automatically audio-recorded while the doctor has your appointment open to prepare a prescription. This applies platform-wide, not only to consultations booked as telemedicine.

16.2 Why, and How It's Protected

This exists solely to protect both patient and doctor in the event of a future medicolegal dispute. See Part 11.3 for the full access-control protocol governing these recordings, and Part 10 for how long they're kept.

16.3 A Gap This Section Is Here to Close

Today, the in-app Telemedicine Consent Form (Part 9) — which describes this recording in detail — is only shown the first time a patient books a video consultation. A patient who only ever books in-person visits may never see that disclosure before their first recorded consultation.

§17Messaging via WhatsApp / Meta Platforms

17.1 What This Covers

Bharat Care Health's notification settings let you choose to receive appointment reminders, OTPs, order updates, and support responses over WhatsApp, in addition to email and SMS. Where you choose WhatsApp, messages are sent using the WhatsApp Business Platform, operated by Meta Platforms, Inc.

17.2 What This Means for Your Data

Your mobile number and the content needed to deliver a specific message (for example, "your lab report is ready") are processed by Meta in order to route that message to you, in accordance with WhatsApp's Business Policy. Bharat Care Health does not authorise use of your health information for Meta's advertising purposes, and only sends service messages you've opted in to receive — never marketing messages, per Part 3.2.

17.3 Your Choice

You can choose WhatsApp, email, both, or neither in Notification Preferences at any time; this does not affect your ability to use the rest of the platform.

17.4 Cross-Border Processing

Meta Platforms, Inc. is a US-headquartered company and may process the message data described above outside India as part of operating the WhatsApp Business Platform, subject to WhatsApp's own safeguards under its Business Policy, referenced above. Bharat Care Health also uses Amazon Web Services (AWS) for cloud hosting, and may use a third-party AI vendor for symptom-checking, triage, or summarisation features (Section 19.2) — where either of these processes data outside India, the same disclosure applies.

§18Changes to This Policy

18.1 How We Make Changes

Bharat Care Health may update this Privacy Policy and the other Parts of the Legal Pack at any time — for example, to reflect a new feature, a change in law, or feedback from users or regulators. When we do, we'll update the "last updated" date at the top of this page.

18.2 How We'll Notify You updated

Where a change is material — meaningfully changing what we collect, how we use it, or who we share it with — we will try to notify you both at the email address registered to your account and through an in-app notification in your Notifications Centre, before or as close as reasonably possible to the change taking effect. We recommend checking this page periodically, since email and in-app delivery aren't guaranteed and can't substitute for reading the current version.

18.3 What a Policy Update Doesn't Override

Continued use of Bharat Care Health after a change takes effect means you accept the updated Policy for purposes that don't require a fresh consent under Part 3. It does not mean you've consented to a new purpose that Part 3 requires separate, specific consent for (for example, a new category of insurer sharing) — that consent will still be asked for on its own, as a distinct, unbundled choice, exactly as Part 3.1 already promises.

§19Chat, AI, Payments & Care-Team Access

19.1 Doctor Chat

Messages, files, and images you exchange with a doctor through in-app chat are treated as part of your health record — the same category as consultation notes and prescriptions (Part 2.2, Part 10). Every message is timestamped and attributed to its sender, consistent with Part 11.2's audit-logging approach.

19.2 AI-Assisted Features

Where you use symptom-checking, in-app chat, or similar features, what you enter may be processed by an AI system to help prepare a summary, triage suggestion, or draft response for your doctor. AI-drafted output is reviewed, edited where needed, and approved by your treating doctor before it becomes part of your medical record; Bharat Care Health logs the AI draft, the doctor's edits, and the approval time. AI does not issue prescriptions or make a final medical decision on its own.

19.3 Payments

Depending on the doctor and appointment, you may pay through Bharat Care Health (Part 2.2's payment-gateway handling applies) or pay a doctor directly outside the platform, in which case Bharat Care Health does not process, see, or store that payment. Your appointment and health records are kept the same way either way — only the payment-processing data differs.

19.4 Doctor and Institution Access to Your Data

A doctor you've booked with can download your relevant patient data once the appointment is booked. Where you're treated through a hospital or clinic, that institution's admin account can access records for its own doctors and patients, but not those of a different, unaffiliated hospital, clinic, or independent doctor on the platform.

§20Wellness & Informational Content Disclaimer new

20.1 Covered Features

This Section applies to the Yoga & Pose Library, Gym/Workout Plans, Nutrition Checker, Wellness/Health Score, IQ Check, Symptom Checker, health-news and myth-busting content, and any similar general-wellness or informational feature on Bharat Care Health that is not a specific doctor's individualised advice to you.

20.2 General Information, Not Personalised Medical Advice

Content, scores, plans, and suggestions generated by these features are for general health awareness and educational purposes only. They come from general rules, public health guidance, or algorithms, and do not account for your complete individual medical history the way a treating doctor examining you would.

20.3 Always Consult a Registered Medical Practitioner First

Do not start, stop, or change any exercise regimen, diet, medication, yoga practice, or health-related routine based solely on information from this Platform. Consult a Registered Medical Practitioner (RMP), or another relevant qualified professional (such as a registered dietitian, physiotherapist, or clinical psychologist), before acting on any information provided here — especially if you are pregnant, elderly, a minor, or have a pre-existing medical condition.

20.4 No Liability for Interpretation or Reliance

Bharat Care Health is not liable for how you interpret, apply, or act on any score, recommendation, article, or piece of general content on the Platform, or for any outcome resulting from your decision to rely on it without first consulting an RMP or other qualified professional.

20.5 Accuracy Not Guaranteed

While Bharat Care Health aims to keep this content accurate and current, health guidance and public information change over time, and Bharat Care Health does not warrant that any specific figure, fact, or recommendation is complete, current, or free of error.

20.6 Relationship to the AI Disclaimer

Where a feature covered by this Section also uses AI, the AI Disclaimer (Part 12) applies in addition to this Section.

§21Directory, Government-Sourced & Third-Party Listing Data new

21.1 Sources

Hospital, clinic, diagnostic-lab, blood-bank, and Government OPD directory listings displayed on Bharat Care Health are compiled, in whole or in part, from public government databases, open data portals, and other third-party sources, in addition to details submitted directly by verified providers (Clause 1.5).

21.2 No Real-Time Verification of Third-Party-Sourced Records

Where a listing is sourced from a government or third-party database rather than submitted and verified directly by that facility, Bharat Care Health does not independently verify its accuracy, completeness, or currency in real time. Contact numbers, bed availability, operating hours, services offered, and similar details can change without our knowledge.

21.3 Confirm Before Relying, Especially in an Emergency

Always call ahead or confirm directly with the hospital, blood bank, or facility before travelling there, particularly in an emergency; see also Part 13, Emergency Disclaimer.

21.4 Blood Donor Registry

Donor Registry entries are self-declared by registered donors for Bharat Care Health's own coordination with blood banks. In addition, a patient can send a blood request to opted-in donors near the stated pin code; a donor may accept or ignore it, and contact details are exchanged only after the donor accepts (Clause 29.2). This is not a verified or guaranteed donor-matching service, and Bharat Care Health does not guarantee a donor's continued availability, eligibility, or response.

21.5 Correcting a Listing

A facility that finds its own listing inaccurate, or a user who finds an error, can report it via the Grievance Officer (Part 15) or, for verified providers, through their provider dashboard. We review and correct or remove flagged listings on a best-effort basis.

§22Advertising, Sponsored Listings & Platform Partners new

22.1 Nature of Ads

Bharat Care Health may display advertisements and sponsored/featured listings from third-party advertisers and partners ("Partners"), clearly labelled as sponsored where they could otherwise be mistaken for organic or verification-based results (see also Clause 1.6).

22.2 No Endorsement

Display of an ad or sponsored listing is not an endorsement, recommendation, or verification by Bharat Care Health of the advertiser's product, service, medical claims, pricing, or credentials, beyond the baseline provider-verification already described in Clause 1.5 where applicable.

22.3 Advertiser Responsibility

Advertisers and Partners are solely responsible for the accuracy of their own content, compliance with applicable advertising and healthcare-marketing law (including the Drugs and Magic Remedies (Objectionable Advertisements) Act, 1954, where relevant), and any transaction you enter with them.

22.4 No Liability for Third-Party Transactions

Bharat Care Health is not a party to, and is not liable for, any transaction, dispute, misrepresentation, defective product, or service issue arising between you and an advertiser or Partner.

22.5 Data Shared With Advertisers

See Clause 2.11 — Bharat Care Health does not share your personal or health data with advertisers; they may only receive aggregated, de-identified performance data.

22.6 Reporting a Problem Ad

Misleading or inappropriate ads can be reported via the Grievance Officer (Part 15) and will be reviewed for removal.

§23Mental Health Tools, Screening & Crisis Situations new

23.1 Purpose

Mind Check-In, screening tools (such as PHQ-9/GAD-7-style questionnaires), and related content are self-awareness and wellness aids.

23.2 Not a Diagnostic or Emergency Service

These tools do not diagnose any mental health condition and are not a substitute for evaluation by a licensed psychiatrist, clinical psychologist, or other qualified mental health professional.

23.3 If You Are in Crisis

If you are having thoughts of harming yourself or someone else, or are otherwise in crisis, please reach out immediately — do not wait for an in-app response or a Grievance ticket:

23.4 Clinical Escalation Is Best-Effort

Where a screening response indicates elevated risk, Bharat Care Health's care-team escalation process (Part 12.6/12.7) may notify a clinician, but this is a best-effort safety feature, not a guaranteed or continuously monitored emergency response system.

§24Insurance Navigator & Government Health Scheme Information new

24.1 Informational Tool Only

The Insurance Navigator helps you understand and organise your policy and claims information. It is not insurance advice and not a recommendation to buy, switch, or cancel any policy.

24.2 Not an IRDAI-Registered Intermediary

Unless separately disclosed to you, Bharat Care Health is not a licensed insurance broker, agent, or intermediary under IRDAI regulations. For advice on choosing or evaluating a policy, consult an IRDAI-registered insurance advisor or the insurer directly.

24.3 Claims Facilitation

Where Bharat Care Health helps you submit or track a claim, it relays the information you provide. The insurer's decision, timelines, and terms are governed solely by your policy and the insurer, not by Bharat Care Health.

24.4 Government Scheme Information

Information about government health schemes (for example, Ayushman Bharat / PM-JAY, or ABHA linkage) is informational only. Verify your current eligibility and benefits directly with the scheme's official portal or your hospital's scheme desk.

§25Pregnancy Companion new

25.1 Purpose

The Pregnancy Companion helps you track dates and weeks, log symptoms and vitals, and access general educational guidance.

25.2 Not a Substitute for Antenatal Care

Continue your regular checkups with an OB-GYN or registered antenatal care provider. The Companion does not replace scans, blood tests, or in-person monitoring.

25.3 High-Risk Situations

If you experience bleeding, severe pain, reduced fetal movement, or any other warning sign, contact your doctor or emergency services (Part 13) immediately rather than relying on the app.

25.4 Data Sensitivity

Pregnancy data (dates, history, complications) is treated as health data under Part 2 and Part 11's highest safeguard tier, with retention per Part 10.

§26Employees, Contractors, Coordinators & Personal Assistants new

26.1 Scope of Authority

Bharat Care Health's employees, contractors, coordinators, and personal assistants (Clause 5.6) may only access the data necessary for their authorised role (Clause 11.2, 11.4).

26.2 Confidentiality Obligations

All such personnel are bound by confidentiality obligations regarding any data they access, per Clause 11.4.

26.3 No Liability for Unauthorised Acts

Personnel acting within the authorised scope of their role act on Bharat Care Health's behalf. Acts taken outside that authorised scope, or in violation of confidentiality or platform policy, are not authorised by Bharat Care Health, and Bharat Care Health disclaims liability for such unauthorised acts to the maximum extent permitted by law — while still pursuing appropriate internal disciplinary and, where warranted, legal action.

26.4 Reporting Misconduct

Suspected misconduct by any Bharat Care Health employee, contractor, coordinator, or personal assistant should be reported to the Grievance Officer (Part 15) immediately; good-faith reports are protected under Clause 15.8.

§27Hospitals, Pharmacies, Diagnostic Labs, Ambulance Operators & Other Institutional Partners new

This Section sets a general baseline for institutional partners in the same spirit as the Doctor Agreement (Part 5). Where a separate, role-specific partner agreement is executed at onboarding, that agreement governs role-specific commercial terms and this Section applies alongside it as a general liability baseline, not in place of it.

27.1 Independent Status

Hospitals, pharmacies, diagnostic labs, ambulance operators, and other institutional partners listed on Bharat Care Health are independent third parties, not employees, agents, or franchisees of Bharat Care Health.

27.2 Sole Responsibility for Services Rendered

Each institutional partner is solely responsible for the services it provides — clinical and operational care (hospitals), dispensing accuracy (pharmacies), test accuracy and turnaround (diagnostic labs), and response time and vehicle condition (ambulance operators) — in accordance with its own applicable licenses and regulations (for example, the Clinical Establishments (Registration and Regulation) Act, 2010 or applicable state law, the Pharmacy Act, 1948 and related practice regulations, NABL/ICMR guidance for labs, and applicable state ambulance rules).

27.3 Verification, Not a Continuing Guarantee

Bharat Care Health verifies submitted licenses and registrations before listing a partner (Clause 1.5) but does not guarantee continuing compliance and relies on the partner's own disclosure of any change in status.

27.4 No Employment, Agency, or Joint-Venture Relationship

Nothing in this Legal Pack creates an employment, agency, partnership, or joint-venture relationship between Bharat Care Health and any institutional partner.

27.5 No Liability for Partner Conduct

Consistent with Clauses 1.10 and 1.16, Bharat Care Health is not liable for the clinical, operational, or commercial conduct of any hospital, pharmacy, diagnostic lab, or ambulance operator listed on the Platform.

27.6 Indemnification

Institutional partners agree to indemnify Bharat Care Health per Clause 1.17, including for claims arising from the clinical, professional, or operational services they provide.

§28Dispute Resolution & Governing Law new

28.1 Governing Law

This Legal Pack is governed by the laws of India.

28.2 Jurisdiction

Subject to Clause 28.5, any dispute arising under this Legal Pack is subject to the jurisdiction of the courts of Kolkata, West Bengal.

28.3 Try the Grievance Process First

Before initiating a legal claim, we encourage you to raise the issue with the Grievance Officer (Part 15), who resolves most disputes faster than litigation.

28.4 Arbitration for Commercial Disputes

For disputes with a healthcare provider, hospital, pharmacy, diagnostic lab, ambulance operator, advertiser, or other institutional Partner arising from their commercial or partner relationship with Bharat Care Health, either party may refer the dispute to arbitration by a sole arbitrator, appointed by mutual agreement or, failing agreement, in accordance with the Arbitration and Conciliation Act, 1996, seated in Kolkata, conducted in English.

28.5 Consumer Rights Preserved

Nothing in Clause 28.4 limits a patient's statutory right, as a consumer, to approach a Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019, or to file a complaint with the Data Protection Board of India under the DPDP Act, 2023 (Clause 15.5), both of which remain available regardless of Clause 28.4.

Pt.29Patient Portal Policy — Data, Safety & Responsibility new

In this Part, "Bharat Care Health" means Surjendu Bikash Nandi, sole proprietor, who operates the Platform and is the Data Fiduciary. "De-identified" means data with direct identifiers (name, mobile number, email ID, exact address, Patient ID) removed or replaced. "Aggregated" means combined counts or statistics about many users from which no one person can be picked out. "Anonymised" means data that can no longer be linked back to a person by us or others using means reasonably likely to be used. We do not try to re-identify de-identified or anonymised data, and we never give advertisers re-identifiable data.

This Part applies to the Patient Portal at health.bharatcare.life. It states which data we collect, save and why, how tools should be used, and who is responsible for what. It works together with Parts 1 to 28.

29.1Status of tools & medical disclaimer

1.1 Under development, not verified

Bharat Care Health and every tool in the Patient Portal is under continuous development. As of the date above, no tool, result, score, list, plan, calculation or AI output has been verified, approved, certified or endorsed by any government department, medical council, drug regulator or other authority. A "verified" tag on a provider only means that the provider completed registration on our portal. It is not a medical, legal or government endorsement.

These features are incomplete, partly working or planned: Find Doctors, hospital profiles, offline pharmacy and lab listings, Step Count, SOS text message to emergency contact, Settings, additional languages, Truecaller and WhatsApp OTP, ABHA, PM-JAY, Deactivate Account, automatic device readings.

1.2 Ask a registered doctor before you use anything

Before you use or act on any information, result or suggestion from this platform, you must consult a Registered Medical Practitioner with a valid registration. This covers medicines, diet, exercise, yoga, pregnancy care, mental-health care, vaccination, tests and any treatment decision. Never start, stop or change a medicine or dose because of what you read here. Use all data cautiously.

1.3 Not a medical practice

Bharat Care Health is a technology platform. It is not a hospital, clinic, pharmacy, laboratory, ambulance service or insurer, and it creates no doctor–patient relationship with you. Doctors and other providers are independent professionals.

1.4 Emergencies

In an emergency call 112 or 108 directly. SOS, maps, alerts and searches depend on your internet, GPS, phone network and third parties, and may fail or be delayed. Never rely on this platform alone to save a life.

29.2Data we collect, save and why

Our rule: we collect only what you type, select, upload or allow on your device. "Saved" means stored in your account on our servers; everything below is saved unless it says otherwise. Fields marked optional can be skipped. We do not store card, UPI or bank credentials; the payment gateway handles them. Health, mental-health and pregnancy data is sensitive, and you choose whether to enter it.

Retention periods and deletion rules are in Part 10. Children's data follows Clause 2.6.

29.3How we use your data

We use the data in Clause 29.2 only for these purposes:

• To run the services you ask for: search, booking, SOS, donor and ambulance matching, records, reminders.
• To keep the platform safe: verify accounts, stop fraud and fake requests, investigate complaints.
• To upgrade our system: fix errors, test, analyse usage, and improve features, content and algorithms, including AI-assisted tools. Where reasonably possible we use de-identified or combined data.
• To show you Bharat Care Health's own (in-house) advertisement campaigns for our features, health camps, awareness drives and verified-provider offers. These appear on your home screen and in notifications marked Promotional. Tapping an ad opens an external link, and that site's own policy then applies.
• To meet legal duties.

Limits. We do not sell your identifiable data. Advertisers receive only combined, de-identified counts such as clicks by city (Clause 2.11). We do not choose ads using your Mind Check-in, IQ Check, pregnancy, sexual and reproductive health, donor, prescription or lab data. We show no advertisements to, and do no behavioural tracking of, accounts we know belong to a person under 18 (Clause 2.6). You can withdraw your permission for advertisements and turn off promotional messages any time from notification settings, or by writing to the Grievance Officer in Clause 29.10.

29.4Sharing and your permission

We share data in three ways only: A technology services that process data for us, B parties you choose, and C legal or safety disclosures. We do not sell your data.

• B. Parties you choose: no sharing without your permission. Your data goes to a stem cell verification company, diagnostic lab, pharmacy store, hospital, doctor, blood donor, organ donor contact, insurer, psychiatrist, emergency contact or relative only when you request or approve it, and only what that request needs.
• People you choose to deal with. When you book, request or accept, the other person receives only what is needed, as shown in the last column of Clause 29.2.
• A. Technology services. To run the app we use services for hosting and database, OTP and email delivery, Google sign-in and reCAPTCHA, maps and AI processing. We do not share your identifiable health or medical data with them. They receive only the minimum technical data needed for their job (for example, your mobile number or email ID to deliver an OTP), and only for that purpose. This processing happens on our behalf without a separate step from you each time, because the service needs it to work.
• C. Law and safety. We disclose data to authorities only when legally required, or to prevent serious harm to life.
• External links. Google Maps, government sites, online pharmacies and lab websites are outside Bharat Care Health. Once you click, their policy applies, not ours.
• You can refuse. If you decline a sharing step, the feature that needs it will not work, but core account access stays.

29.5Money, donations and charges

• Donation programs are free of money. Bharat Care Health does not encourage, arrange, collect, hold or guarantee any payment in connection with blood, organ or stem cell donation. Do not pay or accept money, gifts or favours for donating. Buying or selling human organs and tissues is prohibited under the Transplantation of Human Organs and Tissues Act, 1994.
• Charges by providers and users are between you and them. Consultation fees, hospital bills, medicine and lab prices, ambulance fares, delivery fees, extra charges, advances, cash payments and refunds are agreed directly. Bharat Care Health is not a party, does not set or guarantee them, and is not liable for any dispute, overcharge or loss about them.
• Estimates are not quotes. Fare estimates (for example per-km ambulance rates), "best value" marks and price comparisons are approximate and can be out of date. Confirm the final price before you accept.
• Protect yourself. Do not send advances to people you have not verified. Report any demand for money from a donor, requester or provider through Complaint.
• Payments made through an in-app payment page are processed by our payment gateway. Platform fees and gateway charges are covered in Clauses 1.6 and 1.14.

29.6Respondents, providers & other users

A Respondent is any person or organisation that replies to, accepts or acts on your request or listing: a doctor, hospital, pharmacy, lab, ambulance owner or driver, blood donor, organ or stem cell contact, insurer, advertiser, or another user.

• Sole responsibility. Every act or omission of a Respondent, including negligence, wrong or delayed treatment, misconduct, overcharging, refusal, no-show, false information, wrong blood group, infection, unsafe vehicle or fraud, is that Respondent's sole responsibility. Bharat Care Health is not liable for it.
• We only connect. We list, match and pass on details. We do not supervise treatment, donation, transport or sale, and we do not guarantee that anyone will respond, be available or be genuine.
• Donors and requesters. Donor details are self-declared and unverified. Confirm blood group and fitness through a licensed blood bank or hospital. Meet at a hospital or other public place, and tell someone you trust.
• Ambulances. Confirm the vehicle number, driver and fare on arrival. Live tracking can be inaccurate.
• Verified Provider and Directory Listing. A "Verified Provider" has submitted documents that Bharat Care Health has checked. A "Directory Listing" comes from a public or third-party source and is not independently verified in real time. Neither label is a medical endorsement.
• Hospital, pharmacy and lab data is partly taken from public databases and third-party sites and may be wrong or outdated. Call to confirm.
• Action. We may suspend or remove a Respondent after a complaint. You may also take direct action against a Respondent under law.

This Section does not remove any right you have under the Consumer Protection Act, 2019 or any liability the law does not allow us to exclude (Clauses 1.16 and 28.5).

29.7Cautions, tool by tool

29.8Accuracy, AI, glitches & outages

• The platform is provided "as is" and "as available" (Clause 1.15). Features may contain bugs, show stale or pre-computed results, or go offline without notice.
• AI and calculated outputs can be wrong, incomplete or misleading. They never replace a doctor.
• Alerts, reminders, notifications and SOS messages can be delayed or fail. Keep a backup method for medicines and emergencies.
• If you notice wrong information or a glitch, tell us through Complaint so we can fix it. Do not act on output that looks wrong.
• What we are responsible for. Bharat Care Health is responsible for protecting your personal data with reasonable security safeguards as required by law (Information Technology Act, 2000 and SPDI Rules, 2011, and the Digital Personal Data Protection Act, 2023 as it comes into force). The cap in Clause 1.16 does not reduce any penalty or compensation the law imposes for a data-protection failure.
• What we are not responsible for. Our tools are still being improved and may contain small errors. We are working to raise their accuracy, but you must use them only after consulting a registered medical practitioner. To the extent the law allows, we are not liable for loss, injury or damage from glitches, errors, outages, misinformation, or your use of a tool without medical advice. Your statutory rights remain.

29.9Your responsibilities

• Give true, current information, especially blood group, last donation date, allergies and conditions.
• Enter another person's data (family member, emergency contact, organ donor contact) only with their permission, and only for a nominated contact aged over 18.
• Raise blood, organ, stem cell or ambulance requests only when genuinely needed. False or repeated fake requests can lead to suspension and legal action.
• Keep your password and OTPs private, and do not let others use your account.
• Do not misuse other users' contact details received through the platform.
• If you are under 18, use the platform only with a parent or guardian.

29.10Your rights & complaints

• Access, correct or erase your data; withdraw consent; nominate someone to act for you (Clause 2.5).
• Delete account: on request and after verification, your account is deleted after 30 days if you do not use the app in that time. Records we must keep by law are kept for the periods in Part 10.
• Donors: pause alerts, update your pin code, or offboard any time from the donor menu.
• Complaints are acknowledged within 24 hours. Personal-data complaints get a resolution or written update within 30 days, and can be escalated to the Data Protection Board of India (Part 15).

29.11Law, changes & Legal Pack

This page is governed by the laws of India, including the Digital Personal Data Protection Act, 2023 and the Information Technology Act, 2000. Courts at Kolkata, West Bengal have jurisdiction, subject to the dispute process in Section 28. The Data Fiduciary is Surjendu Bikash Nandi, sole proprietor, trading as Bharat Care Health.

This Part forms part of this Legal Pack and is read with all other Parts. For Patient Portal features, where this Part and another Part cover the same point, this Part applies, except that nothing here reduces a right you have under law. It takes effect on 2 October 2026. We notify material changes in advance under Section 18 and keep a record of the version you accepted. By registering and continuing to use the portal you accept this Part. Separate permission is asked for donor registration, psychiatrist sharing and stem cell verification.