Terms of Use

Welcome to Medli's Terms of Use.

These Terms of Use ("Terms") govern your access to and use of the website and mobile application made available by Sectirmeld (hereinafter referred to as the "Company"), having its registered address at Petlurivaripalem village, Narasaraopet Mandal, Palnadu District, Andhra Pradesh – 522603, India. The Company operates its digital healthcare facilitation platform under the brand name "Medli" (hereinafter referred to as "Medli" or the "Platform").

Medli is a technology-driven platform designed to enable users to discover healthcare service providers, including hospitals, doctors, and diagnostic laboratories, and to facilitate the booking of appointments, consultations, and related healthcare services in a convenient and efficient manner.

For the purposes of these Terms, the term "Platform" shall mean and include the website accessible at www.medli.in and any associated mobile applications, interfaces, or digital platforms operated by the Company under the brand name Medli.

By accessing, browsing, registering on, or using the Platform in any manner, you ("User", "you", or "your") agree to be bound by these Terms, along with any other policies or guidelines that may be published on the Platform from time to time. Your use of the Platform constitutes a legally binding agreement between you and the Company for all contractual, legal, and compliance purposes.

1. Definition and Interpretation

1.1 Definition

• 1.1.1 Applicable Laws — shall mean and refer to all the laws, rules, ordinances, by-laws, etc., and amendments thereafter, applicable within the territory of India.
• 1.1.2 Content — shall mean and refer to all the text, advertisement, graphics, User interfaces, visual interfaces, photographs, trademarks, logos, brand names, descriptions, sounds, music, and artwork.
• 1.1.3 Third Parties — shall mean and refer to all the legal entities either individual or entity linked on the Website apart from the Users and the creator of this Website.
• 1.1.4 Service — shall mean and refer to all services made available on the Platform, including but not limited to appointment booking, online and offline consultation facilitation, diagnostic and laboratory service booking, and any other ancillary or related services provided by the Platform from time to time.
• 1.1.5 Service Provider(s) — shall mean and refer to independent third-party healthcare service providers listed on the Platform, including hospitals, clinics, doctors, diagnostic laboratories, and any other healthcare or allied service providers offering services through the Platform.
• 1.1.6 Consultation — shall mean and refer to any interaction between a User and a Service Provider, whether conducted online through digital means or offline at a physical location, for the purpose of medical advice, diagnosis, or treatment.

1.2 Interpretation

• 1.2.1 Company — For the purposes of this Terms of Use, wherever the context so requires, "We", "Our", and "Us" shall mean and refer to Sectirmeld, having its registered office at Petlurivaripalem village, Narasaraopet Mandal, Palnadu District, Andhra Pradesh – 522603, India, which owns, manages, and operates the Platform.
• 1.2.2 Platform — shall mean and refer to the digital healthcare facilitation platform owned and operated by the Company under the brand name "Medli", including the website accessible at www.medli.in and any associated mobile applications, interfaces, or digital services made available by the Company.
• 1.2.3 User — For the purposes of this Terms of Use, wherever the context so requires, "You", "Your", "Yourself", "User", and "Customer" shall mean and refer to natural and legal individuals who shall be users of this Website provided by Us and who is competent to enter into binding contracts, as per law.
• 1.2.4 The headings of each section in these Terms of Use are only for the purpose of organizing the various provisions under these Terms of Use in an orderly manner and shall not be used by you to interpret the provisions contained herein in a manner as may apply to you. Further, it is specifically agreed by you that the headings shall not have legal or contractual value on your usage of the Website.
• 1.2.5 The Parties shall refer and mean the company and User together, for the purpose of interpretation of terms of this Terms of Use.
• 1.2.6 The use of this Website is solely governed by these Terms of Use, Privacy Policy, and any other relevant policies as updated on the Website and any modifications or amendments made thereto by us from time to time, at our sole discretion. If you as a User continue to access and use this Website, you are agreeing to comply with and be bound by the following Terms of Use, Privacy Policy, and any other applicable policies, thereof.
• 1.2.7 You expressly agree and acknowledge that these Terms of Use and Privacy Policy, and any other applicable policies, are co-terminus in nature and that expiry/termination of either one will lead to the termination of the other.
• 1.2.8 You unequivocally agree that these Terms of Use, Privacy Policy, and any other applicable policies, constitute a legally binding agreement between us and that you shall be subject to the rules, guidelines, policies, terms, and conditions applicable to your use of the Platform, and that the same shall be deemed to be incorporated into these Terms of Use and shall be treated as part and parcel of the same. You acknowledge and agree that no signature or express act is required to make these Terms of Use and the Privacy Policy binding on you and that your act of visiting/browsing any part of the Website constitutes your full and final acceptance of these Terms of Use, Privacy Policy, and any other applicable policies.
• 1.2.9 We reserve the sole and exclusive right to amend or modify these Terms of Use without any prior permission or intimation to you, and you expressly agree that any such amendments or modifications shall come into effect immediately. If you do not adhere to the changes, you must stop using the Website at once. Your continued use of the Website will signify your acceptance of the changed Terms of Use.

2. Platform Overview

Medli ("Platform") is a technology-driven digital infrastructure owned and operated by Sectirmeld ("Company"), designed to facilitate access to healthcare-related services by connecting patients ("Users") with independent healthcare service providers, including hospitals, clinics, doctors, diagnostic laboratories, and allied service providers ("Service Providers").

The Platform functions as an intermediary and aggregator, enabling Users to discover, compare, and book healthcare services offered by Service Providers. Medli provides a unified interface for managing appointments, accessing healthcare-related information, and facilitating communication between Users and Service Providers.

Medli does not own, operate, or control any hospitals, clinics, laboratories, or medical establishments listed on the Platform. All Service Providers available through the Platform are independent third parties who are solely responsible for the services they offer, including medical consultations, diagnosis, treatment, laboratory testing, and any related healthcare services.

The Platform enables:

• Listing and discovery of healthcare providers based on location, specialization, and service availability;
• Scheduling and management of appointments for both online and offline consultations;
• Facilitation of digital consultations through integrated third-party communication tools;
• Booking of diagnostic and laboratory services;
• Centralized management of healthcare interactions through a user account.

The Company's role is limited to providing the technological framework and support services necessary to enable such interactions. At no point does Medli provide medical advice, diagnosis, or treatment, nor does it create any doctor-patient, hospital-patient, or provider-patient relationship between the Company and the User.

All interactions, consultations, treatments, and services availed through the Platform are undertaken directly between the User and the respective Service Provider. The Company shall not be construed as a healthcare provider under any applicable law.

3. Services on the Platform

The Platform offers a range of services designed to facilitate access to healthcare providers and related services. These services are provided on an "as-available" basis and may be modified, updated, or discontinued at the sole discretion of the Company.

3.1 Appointment Booking Services

Medli enables Users to search for and book appointments with hospitals, clinics, and doctors listed on the Platform. Users may filter Service Providers based on factors such as location, specialization, availability, and type of consultation.

All appointment requests made by Users are subject to confirmation by the respective Service Provider. The acceptance, rejection, rescheduling, or cancellation of any appointment is solely at the discretion of the concerned Service Provider, and the Platform shall not be responsible for any such decisions.

3.2 Online Consultation Services

The Platform facilitates access to remote medical consultations through integration with third-party communication tools. Users may opt for online consultations where such services are offered by the Service Provider.

Medli's role is limited to enabling the scheduling and technical facilitation of such consultations. The actual consultation, including the quality, accuracy, and outcome of medical advice, is the sole responsibility of the consulting doctor or healthcare provider.

The Company does not guarantee uninterrupted or error-free functioning of third-party communication tools and shall not be liable for any disruption, technical failure, or data loss occurring during such consultations.

3.3 Offline (In-Person) Consultation Services

Users may book in-person appointments at hospitals or clinics listed on the Platform. The Platform provides relevant details such as location, timings, and available services to assist Users in making informed decisions.

All in-person consultations are conducted at the premises of the respective Service Provider, and the Platform bears no responsibility for the infrastructure, staff, quality of care, or any aspect of the services rendered at such facilities.

3.4 Diagnostic and Laboratory Services

The Platform enables Users to identify and book diagnostic and laboratory tests offered by third-party laboratories. Users may select required tests, schedule appointments, and make payments through the Platform.

The collection of samples, testing procedures, accuracy of results, and delivery of reports are the sole responsibility of the respective laboratory. Medli does not control or supervise the functioning of such laboratories and disclaims all liability in relation to the same.

3.5 Search, Discovery, and Information Services

Medli provides Users with access to information relating to Service Providers, including but not limited to:

• Names and profiles of doctors and hospitals;
• Areas of specialization;
• Consultation fees;
• Availability and schedules;
• Location and contact details.

Such information is provided on an "as-is" basis, based on data submitted by Service Providers. While the Company endeavours to maintain accuracy, it does not warrant the completeness, reliability, or correctness of such information.

3.6 Payment Facilitation Services

The Platform may facilitate the collection of payments from Users for services booked through the Platform using third-party payment gateways.

All payments made through the Platform are processed on behalf of the respective Service Providers. The Platform may deduct applicable service charges or commissions, where relevant, in accordance with its agreements with Service Providers.

The Company does not assume any liability for payment failures, unauthorized transactions, or delays caused by third-party payment processors.

3.7 Ancillary and Upcoming Services

The Platform may, from time to time, introduce additional services, including but not limited to:

• Emergency assistance facilitation;
• Healthcare escort services;
• Home-based healthcare services.

Such services, where introduced, shall be governed by additional terms and may be subject to availability, geographic limitations, and third-party participation.

3.8 Service Limitations

Users acknowledge and agree that:

• The Platform is a facilitator and not a healthcare provider;
• All services are provided by independent third parties;
• The availability of services is subject to the discretion and capacity of Service Providers;
• The Platform does not guarantee outcomes, service quality, or availability at all times.

4. Compliance

These Terms of Use are framed in accordance with the provisions of the Information Technology Act, 2000, along with the rules, regulations, and amendments made thereunder from time to time.

The Platform complies with applicable provisions governing intermediaries, including the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, which require the publication of rules, regulations, privacy policies, and terms of use for access to or usage of online platforms.

In relation to the collection, storage, processing, and transfer of personal data, including sensitive personal data, the Company endeavours to comply with applicable data protection laws, including the Digital Personal Data Protection Act, 2023, and shall implement reasonable security practices and procedures in accordance with applicable legal requirements.

These Terms are published and made available on the Platform to ensure transparency and to inform Users of the policies and practices governing access to and use of the Platform.

5. Registration and Operations

5.1 Account Registration

In order to access and fully avail the services offered on the Platform, Users may be required to register and create an account on Medli. Registration enables Users to book appointments, manage consultations, access diagnostic services, and utilize other features made available on the Platform.

To create an account, Users shall be required to provide accurate and complete information, which may include, without limitation:

• Full name;
• Mobile number and/or email address;
• Location details;
• Login credentials such as password or one-time password (OTP); and
• Any other information as may be required during the registration process.

Users may also create and manage profiles for family members under their account, where applicable.

5.2 Verification and Account Security

The Platform may require verification of the User's mobile number or email address through OTP or other verification mechanisms. Users are responsible for maintaining the confidentiality of their login credentials and for all activities carried out through their account. The Company shall not be liable for any loss or damage arising from unauthorized use of a User's account.

5.3 Third-Party Login Integration

The Platform may, from time to time, provide Users with the option to register or log in through third-party services or platforms, including email service providers. By opting for such methods, Users authorize the Platform to access certain basic profile information as permitted by such third-party service providers.

The Company shall collect, store, and process such information in accordance with its Privacy Policy and applicable laws. The Platform shall not be responsible for the accuracy, completeness, or security of data obtained from such third-party sources.

5.4 Guest Access

Users may be permitted to browse certain sections of the Platform without registration. However, to access core features, including booking appointments, availing consultations, or making payments, registration and account creation shall be mandatory.

5.5 Accuracy of Information

Users agree to provide true, accurate, current, and complete information at the time of registration and to update such information as necessary. Information collected about you is subject to our Privacy Policy, which is incorporated in these Terms of Use by reference. Further, at any time during Your use of this Website, including but not limited to the time of registration, You are solely responsible for protecting the confidentiality of Your username and password, and any activity under the account shall be deemed to have been done by You. In the case that You provide Us with false and/or inaccurate details or We have reason to believe You have done so, We hold the right to permanently suspend Your account.

6. Eligibility

• 6.1 You represent and warrant that you are competent and eligible to enter into legally binding agreements and of competent age and that you have the requisite authority to bind yourself/themselves to these Terms of Use as per the Applicable Law. However, if you are a minor using this Website, you may do so with the consent of your legal guardian. All Acts of the minor shall be deemed to be considered as the acts undertaken under the supervision of their legal guardian.
• 6.2 You further represent that you will comply with these Terms of Use and all applicable local, state, national, and international laws, rules, and regulations.
• 6.3 You shall not use the Website if you are not competent to enter into a contract or are disqualified from doing so by any other Applicable Laws, rule, or regulation, currently in force.

7. Content

7.1 Ownership of Content

All Content available on the Platform, including but not limited to text, graphics, images, software, user interfaces, visual interfaces, trademarks, logos, brand names, design elements, and compilations thereof ("Content"), is the property of the Company or is licensed to the Company by third parties, and is protected under Applicable Laws, including intellectual property laws in force in India.

Except as expressly permitted under these Terms of Use, no part of the Platform or its Content may be copied, reproduced, republished, uploaded, posted, transmitted, distributed, or otherwise exploited for any commercial purpose without the prior written consent of the Company or the relevant rights holder.

7.2 Platform Content vs Third-Party Content

The Platform may contain Content provided by or relating to Service Providers, including but not limited to:

• Hospital and clinic details;
• Doctor profiles, qualifications, and specializations;
• Consultation fees and availability;
• Diagnostic and laboratory service information.

Such Content is provided by the respective Service Providers and is made available on the Platform for informational and facilitative purposes only. The Company does not independently verify, endorse, or guarantee the accuracy, completeness, or reliability of such Content.

7.3 User-Generated Content

Users may, where permitted, submit, upload, or share information on the Platform, including personal details, feedback, queries, or other materials ("User Content").

By submitting User Content, the User:

• Represents and warrants that such content is accurate and does not violate any Applicable Laws or third-party rights;
• Grants the Company a non-exclusive, worldwide, royalty-free, perpetual license to use, store, process, reproduce, and display such content for the purpose of operating and improving the Platform, subject to the Privacy Policy.

The Company reserves the right to remove or restrict access to any User Content that is unlawful, misleading, defamatory, or otherwise in violation of these Terms.

7.4 Prohibited Use of Content

Users shall not:

• Copy, modify, distribute, or create derivative works from the Platform Content without authorization;
• Use the Content for any commercial purpose or for competitive analysis;
• Misrepresent or misuse any information available on the Platform;
• Attempt to gain unauthorized access to any part of the Platform or its underlying systems.

7.5 No Medical Reliance

Users acknowledge that the Content available on the Platform, including information relating to doctors, hospitals, or medical services, is provided for general informational purposes only and shall not be construed as medical advice, diagnosis, or treatment.

The Platform does not warrant that any Content is suitable for a User's specific medical needs. Users are advised to independently verify all information and consult qualified healthcare professionals before making any medical decisions.

7.6 Third-Party Links and Integrations

The Platform may contain links to third-party websites or integrations with third-party services, including payment gateways and communication tools. Such links are provided for convenience only.

The Company does not control or endorse the content, privacy practices, or policies of such third parties and shall not be responsible for any loss or damage arising from the use of such external services.

7.7 Platform Rights

The Company reserves the right to:

• Modify, update, or remove any Content on the Platform at its sole discretion;
• Monitor usage of Content to ensure compliance with these Terms;
• Take appropriate action, including suspension or termination of access, in case of misuse of Content.

8. Indemnity

You agree to indemnify, defend and hold harmless the Company, and its respective directors, officers, employees, and agents (hereinafter collectively referred to as "Parties"), from and against any losses, liabilities, claims, damages, demands, costs, and expenses (including legal fees and disbursements in connection therewith and interest chargeable thereon) asserted against or incurred by us that arise out of, result from, or maybe payable by, any breach or non-performance of any representation, warranty, covenant, or agreement made or obligation to be performed according to these Terms of Use. Further, you agree to hold the Company harmless against any claims made by any Third Party due to/ or arising out of, or in connection with:

• Your use of the Website;
• Your violation of these Terms of Use;
• Your violation of any rights of another Parties, Users, and/or Third-Party;
• Your alleged improper conduct according to these Terms of Use; and
• Your conduct in connection with the Website.

You agree to fully cooperate in indemnifying the Company at your own expense. You also agree not to settle with any party without the consent of the Company.

In no event shall we be liable to compensate you or any Third Party for any special, incidental, indirect, consequential, or punitive damages whatsoever, including those resulting from loss of use, data, or profits, whether or not foreseeable, and whether or not you had been advised of the possibility of such damages, or based on any theory of liability, including breach of contract or warranty, negligence, or other tortuous action, or any other claim arising out of or in connection with your use of, or access, or availing Services from or materials contained therein on the Website.

9. Limitation of Liability

9.1 Intermediary Role

The User expressly acknowledges and agrees that the Platform is a technology-based intermediary that facilitates interaction between Users and independent Service Providers. The Company does not own, control, manage, or operate any hospitals, clinics, laboratories, or medical establishments listed on the Platform, nor does it employ or engage any doctors or healthcare professionals providing services through the Platform.

Accordingly, the Company shall not be liable for any acts, omissions, negligence, misconduct, or deficiencies in services rendered by any Service Provider.

9.2 No Liability for Medical Services

The Company shall not be responsible or liable for:

• Any medical advice, diagnosis, prescriptions, or treatment provided by Service Providers;
• Any medical negligence, errors, omissions, or malpractice;
• Any injury, loss, or damage arising out of or in connection with medical services availed through the Platform;
• Any adverse outcome, side effects, or complications resulting from consultations or treatments.

All medical services are provided solely by the respective Service Providers, who bear full and independent responsibility for the same.

9.3 No Warranty of Service Availability

9.3.1 We are not responsible for any consequences arising out of the following events:

• If the Website is inoperative/non-responsive due to any connectivity errors associated with the internet connection such as but not limited to slow connectivity, no connectivity, server failure;
• If you have fed incorrect information or data or for any deletion of data;
• If there is an undue delay or inability to communicate through email;
• If there is any deficiency or defect in the Services managed by the Company; and
• If there is a failure in the functioning of any other Service provided by the Company.

9.3.2 The Website accepts no liability for any errors or omissions, on behalf of itself, or for any damage caused to you, your belongings, or any Third-Party, resulting from the use or misuse of the Platform or any Service provided of by the Company through the Platform. The Service and any Content or material displayed of the Services are provided without any guarantees, conditions, or warranties as to its accuracy, suitability, completeness, or reliability. We will not be liable to you for the unavailability or failure of the Platform.

9.3.3 You are to comply with all Applicable Laws upon you or on your activities, and with all applicable policies, which are hereby incorporated into this Terms of Use by reference.

9.3.4 The Platform expressly excludes any liability for any loss or damage that was not reasonably foreseeable by the Website and which is incurred by you in connection with the Website, including loss of profits; and any loss or damage incurred by you as a result of your breach of these Terms of Use.

9.3.5 To the fullest extent permitted by law, We shall not be liable to You or any other party for any loss or damage, regardless of the form of action or basis of any claim. You acknowledge and agree that your sole and exclusive remedy for any dispute with us is to terminate your use of the Website.

9.4 Third-Party Services Disclaimer

The Platform integrates with third-party services, including but not limited to:

• Payment gateways;
• Communication tools for online consultations;
• Messaging, email, and cloud services.

The Company shall not be liable for:

• Payment failures, unauthorized transactions, or delays caused by payment processors;
• Technical failures during online consultations;
• Data loss, breaches, or service interruptions caused by third-party systems.

9.5 Accuracy of Information

While the Company endeavours to ensure that information available on the Platform is accurate and up to date, it does not guarantee the completeness, reliability, or accuracy of any Content, including information provided by Service Providers.

The Company shall not be liable for any reliance placed by Users on such information.

9.6 User Conduct and Misuse

The Company shall not be liable for any loss or damage arising from:

• Misuse of the Platform by Users;
• Provision of incorrect, incomplete, or misleading information by Users;
• Unauthorized access to a User's account due to failure to safeguard login credentials.

9.7 Indirect and Consequential Losses

To the fullest extent permitted under Applicable Laws, the Company shall not be liable for any:

• Indirect, incidental, special, or consequential damages;
• Loss of data, revenue, profits, or business opportunities;
• Loss arising from reliance on the Platform or Services.

9.8 Limitation of Monetary Liability

Notwithstanding anything contained herein, to the maximum extent permitted under Applicable Laws, the total aggregate liability of the Company, whether in contract, tort (including negligence), or otherwise, arising out of or in connection with the use of the Platform, shall not exceed the amount paid by the User, if any, for the specific service giving rise to such claim.

10. Healthcare Disclaimer

10.1 No Medical Advice

The Platform is not a healthcare provider and does not provide medical advice, diagnosis, or treatment of any kind. All information, Content, and Services available on the Platform are provided for informational and facilitative purposes only.

Nothing on the Platform shall be construed as medical advice or a substitute for professional medical consultation, diagnosis, or treatment.

10.2 Independent Medical Practitioners

All doctors, hospitals, laboratories, and other healthcare professionals listed on the Platform are independent third parties and are not employees, agents, or representatives of the Company.

The Company does not endorse, recommend, or guarantee the quality, accuracy, or appropriateness of any medical services provided by such Service Providers.

10.3 Doctor-Patient Relationship

Any doctor-patient relationship is strictly between the User and the respective Service Provider. The Company is not a party to such relationship and shall not be responsible for:

• The standard of care provided;
• The outcome of any consultation or treatment;
• Any disputes arising between Users and Service Providers.

10.4 No Guarantee of Outcomes

The Company makes no representations or warranties regarding:

• The effectiveness of any treatment or medical advice;
• The qualifications, expertise, or competence of any Service Provider;
• The suitability of any Service Provider for a User's specific needs.

Users acknowledge that medical outcomes may vary and are subject to numerous factors beyond the control of the Platform.

10.5 Emergency Services Disclaimer

The Platform is NOT intended for use in medical emergencies. Users are advised to immediately contact local emergency services or visit the nearest hospital in case of a medical emergency.

The Company shall not be liable for:

• Any delay in accessing emergency care;
• Any failure of emergency-related features on the Platform;
• Any reliance placed on the Platform in urgent or life-threatening situations.

10.6 Online Consultation Limitations

Users acknowledge that online consultations:

• May have inherent limitations due to lack of physical examination;
• Depend on the accuracy of information provided by the User;
• May be affected by technical issues such as connectivity or system failures.

The Company shall not be liable for any consequences arising from such limitations.

10.7 User Responsibility

Users are solely responsible for:

• Providing accurate and complete medical information;
• Following medical advice responsibly;
• Seeking appropriate in-person care where required.

Failure to do so may impact the quality and effectiveness of medical services, for which the Company shall not be held liable.

10.8 Compliance with Applicable Laws

Service Providers are responsible for complying with all applicable healthcare laws, regulations, and licensing requirements in India. The Company does not assume responsibility for ensuring such compliance and disclaims any liability arising from non-compliance by Service Providers.

11. Refund, Cancellation and Rescheduling Policy

11.1 General Principles

The Platform facilitates the booking of healthcare services offered by independent Service Providers. All consultations, appointments, and diagnostic services are rendered solely by such Service Providers, and the Company acts only as an intermediary for enabling bookings and payment facilitation.

Accordingly, all cancellations, rescheduling, and refunds shall be governed by this Clause in conjunction with the policies of the respective Service Providers. To the extent applicable, this Clause shall govern the Platform's role in such processes.

11.2 Cancellation by User

11.2.1 Consultation Bookings

Users may cancel appointment bookings through the Platform subject to the following conditions:

• Prior to Confirmation: Where a booking request has not yet been accepted by the Service Provider, the User may cancel such request without any cancellation charges, and any amount paid shall be eligible for a full refund.
• Post Confirmation (Within Permissible Window): Where a confirmed appointment is cancelled within the cancellation period specified by the Service Provider (as displayed on the Platform), the User may be eligible for a partial or full refund, subject to applicable deductions.
• Late Cancellation / No-Show: Where a User cancels beyond the permissible window or fails to attend the scheduled appointment, no refund may be provided.

11.2.2 Diagnostic and Laboratory Services

Users may cancel bookings for diagnostic or laboratory services prior to confirmation or sample collection, subject to the policies of the respective Service Provider.

Once sample collection has been completed or the testing process has commenced, cancellations shall not be permitted and no refund shall be issued.

11.3 Cancellation by Service Provider

In the event a Service Provider cancels or is unable to fulfill a confirmed booking due to any reason, including unavailability or unforeseen circumstances:

• The User shall be notified at the earliest;
• The User shall have the option to reschedule or request a refund;
• Eligible refunds shall be processed in accordance with this Clause.

The Company shall not be liable for any inconvenience or loss arising from such cancellations.

11.4 Rescheduling of Appointments

Users may request rescheduling of appointments through the Platform, subject to:

• Availability of alternate time slots;
• Compliance with the rescheduling window prescribed by the Service Provider;
• Payment of any applicable rescheduling charges, if any.

Requests made beyond the permissible rescheduling period may be treated as cancellations.

11.5 Refund Eligibility

Refunds may be issued under the following circumstances:

• Cancellation by the User within the permissible time period;
• Cancellation by the Service Provider;
• Non-fulfilment of the booked service by the Service Provider;
• Duplicate payments or technical errors;
• Failed transactions resulting in unsuccessful bookings.

All refunds shall be subject to verification and approval by the Company, acting reasonably and in accordance with this Clause.

11.6 Non-Refundable Charges

Users acknowledge that the following amounts may be non-refundable:

• Platform convenience fees or service charges;
• Payment gateway or transaction processing charges;
• Charges deducted in accordance with the Service Provider's cancellation policy;
• Charges for services already rendered or partially completed.

11.7 Refund Processing Timelines

Approved refunds shall be processed through the original mode of payment, unless otherwise specified.

Refund timelines are subject to processing by third-party payment gateways and banking institutions and may typically take 5 to 10 business days, or such other time as may be communicated. The Company shall not be responsible for delays caused by such third parties.

11.8 Failed Transactions

In cases where a transaction fails but the amount is debited:

• The amount shall be refunded by the payment gateway in accordance with its policies; or
• The User may contact the Company for assistance in resolving the issue.

The Company shall not be liable for delays attributable to third-party payment processors.

11.9 Disputes

Any disputes relating to cancellations, rescheduling, or refunds may be raised by the User through the grievance redressal mechanism available on the Platform.

The Company may coordinate with the relevant Service Provider to resolve such disputes. The decision of the Company, acting reasonably and in accordance with this Clause, shall be final, subject to Applicable Laws.

11.10 Platform Rights

The Company reserves the right to:

• Modify or update this Clause at any time;
• Determine refund eligibility on a case-by-case basis in exceptional circumstances;
• Withhold refunds in cases involving suspected fraud, abuse, or violation of these Terms.

12. Term

• 12.1 These Terms of Use shall continue to form a valid and binding agreement between us and shall continue to be in full force and effect until you continue to access and use the Website.
• 12.2 You may terminate your use of the Website at any time, as per the process specified under this Terms of Use.
• 12.3 We may terminate these Terms of Use with you and close your account at any time without notice and/or suspend or terminate Your access to the Website at any time and for any reason if any discrepancy or legal issue arises.
• 12.4 Such suspension or termination shall not limit our right to take any other action against you that we consider appropriate.
• 12.5 It is also hereby declared that we may discontinue the Services on the Website without any prior notice.

13. Termination

• 13.1 We reserve the right, in its sole discretion, to unilaterally terminate Your access to the Website, or any portion thereof, at any time, without notice or cause.
• 13.2 We also reserve the universal right to deny access to You, to any/all of are on its Website without any prior notice/explanation to protect the interests of the Website and/or other Users to the Website.
• 13.3 We reserve the right to limit, deny or create different access to the Website and its features concerning different Users, or to change any of the features or introduce new features without prior notice.
• 13.4 You shall continue to be bound by these Terms of use, and it is expressly agreed to by You that You shall not have the right to terminate these Terms of Use till the expiry of the same.

14. Communication

By using this Website and providing your identity and contact information to the Company through the Website, you agree and consent to receive e-mails or SMS from us and/or any of its representatives at any time.

You can report to grievanceofficer@medli.in if you find any discrepancy with regard to Website or Content-related information and we will take necessary action after an investigation. The response with resolution (if any issues found) shall be dependent on the time is taken for investigation.

You expressly agree that notwithstanding anything contained hereinabove, it may be contacted by us relating to any Services availed by you on the Website or anything pursuant thereto and you agree to indemnify us from any harassment claims. It is expressly agreed to by us that any information shared by us shall be governed by the Privacy Policy.

15. Grievance Redressal Mechanism

15.1 Grievance Officer

In accordance with applicable laws, including the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the Company has designated a Grievance Officer to address and resolve any complaints or grievances raised by Users in relation to the Platform.

The details of the Grievance Officer are as follows:

15.2 Scope of Grievances

Users may raise complaints or grievances relating to, including but not limited to:

• Issues with booking, cancellation, or refunds;
• Concerns regarding Services or Service Providers listed on the Platform;
• Unauthorized use of accounts or security concerns;
• Content-related complaints, including inaccurate or misleading information;
• Data privacy or data protection concerns;
• Any other issues arising from the use of the Platform.

15.3 Submission of Grievances

Users may submit their grievances by writing to the Grievance Officer through the contact details provided above, along with relevant details, including:

• Name and contact information of the User;
• Description of the grievance;
• Supporting documents or evidence, if any;
• Any other information necessary for resolution.

15.4 Acknowledgment and Resolution Timeline

• The Grievance Officer shall acknowledge receipt of the complaint within twenty-four (24) hours of receipt;
• The Company shall endeavour to resolve the grievance within fifteen (15) days from the date of receipt, or within such extended period as may be reasonably required, depending on the nature and complexity of the grievance.

15.5 Platform Role in Disputes

The User acknowledges that the Platform acts as an intermediary between Users and Service Providers. In cases where the grievance pertains to services rendered by a Service Provider:

• The Company may facilitate communication between the User and the relevant Service Provider;
• The Company shall not be responsible for adjudicating medical or professional disputes;
• Resolution may be subject to the policies and cooperation of the concerned Service Provider.

15.6 Escalation

If a User is not satisfied with the resolution provided, the User may escalate the matter by responding to the initial communication or by providing additional details for reconsideration.

Nothing in this Clause shall restrict the User's right to seek remedies under Applicable Laws.

15.7 Record Maintenance

The Company shall maintain records of grievances and their resolution in accordance with applicable laws and internal policies.

16. User Obligations and Formal Undertakings as to Conduct

You agree and acknowledges that you are a restricted user of this Platform and you:

• 16.1 agree to provide genuine credentials during the process whenever required on the Website. You shall not use a fictitious identity. We are not liable if you have provided incorrect information;
• 16.2 agree to ensure the Name, Email address, Phone Number, and any such other information that may be provided and is valid at all times and shall keep your information accurate and up-to-date;
• 16.3 You agree that you are solely responsible for maintaining the confidentiality of your account. You agree to notify us immediately of any unauthorized use of your account. We reserve the right to close your account at any time for any or no reason;
• 16.4 understand and acknowledge that the data submitted is manually entered into the database of the Platform. You also acknowledge the fact that data so entered into the database is for easy and ready reference for you, and to streamline the Services through the Website;
• 16.5 authorize the Platform to use, store, or otherwise process certain personal information and all published Content, responses, locations, User comments, reviews, and ratings for personalization of Services, marketing, and promotional purposes, and for optimization of User-related options and Services;
• 16.6 understand and agree that, to the fullest extent permissible by law, the Platform or any of their affiliates or their respective officers, directors, employees, agents, licensors, representatives, operational service providers, advertisers or suppliers shall not be liable for any loss or damage, of any kind, direct or indirect, in connection with or arising from the use of the Platform or this Terms of Use;
• 16.7 are bound not to cut, copy, modify, recreate, reverse engineer, distribute, disseminate, post, publish or create derivative works from, transfer, or sell any information or obtained from the Platform. Any such use/limited use of the Platform will only be allowed with the prior express written permission;
• 16.8 agree not to access (or attempt to access) the Platform and/or the materials or Services by any means other than through the interface provided by the Platform. The use of deep-link, robot, spider or other automatic devices, program, algorithm or methodology, or any similar or equivalent manual process, to access, acquire, copy or monitor any portion of the Platform or its Content, will lead to suspension or termination of your access to the Platform;
• 16.9 expressly agree and acknowledge that the Content generated by the Users and displayed on the Platform is not owned by the Company and that we are in no way responsible for the Content of the same. You may, however, report any offensive or objectionable content, which we may then remove from the Platform, at our sole discretion.

You further undertake not to:

• 16.10 engage in any activity that interferes with or disrupts access to the Platform or the Services provided therein (or the servers and networks which are connected to the Platform);
• 16.11 impersonate any person or entity, or falsely state or otherwise misrepresent his/her affiliation with a person or entity;
• 16.12 probe, scan, or test the vulnerability of the Platform or any network connected to the Platform, nor breach the security or authentication measures on the Platform or any network connected to the Platform;
• 16.13 disrupt or interfere with the security of, or otherwise cause harm to the Platform, systems resources, accounts, passwords, servers, or networks connected to or accessible through the Platform or any affiliated or linked Platform;
• 16.14 use the Platform or any material or Content therein for any purpose that is unlawful or prohibited by these Terms of Use, or to solicit the performance of any illegal activity or other activity which infringes the rights of this Platform or any other Third-Party(ies);
• 16.15 violate any code of conduct or guideline which may apply for or to any particular Service offered through the Platform;
• 16.16 violate any applicable laws, rules, or regulations currently in force within or outside India;
• 16.17 violate any portion of these Terms of Use or the Privacy Policy, including but not limited to any applicable additional terms and conditions of the Platform contained herein or elsewhere, whether made by amendment, modification, or otherwise;
• 16.18 commit any act that causes the Company to lose (in whole or in part) the Services of its Internet Establishment ("ISP") or in any manner disrupts the Services of any other supplier/service provider of the Platform;
• 16.19 you hereby expressly authorize the Company to disclose any and all information relating to you in our possession to law enforcement or other government officials, as we may in our sole discretion, believe necessary or appropriate in connection with the investigation and/or resolution of possible crimes;
• 16.20 by indicating your acceptance to use any Services offered through the Platform, you are obligated to complete such transactions after making payment;
• 16.21 you agree to use the Services provided by the Company, our affiliates, consultants and contracted companies, for lawful purposes only;
• 16.22 you agree to provide authentic and true information. We reserve the right to confirm and validate the information and other details provided by you at any point in time;
• 16.23 you agree not to post any material on the Platform that is defamatory, offensive, obscene, indecent, abusive, or needlessly distressful, or advertising any goods or services. More specifically, you agree not to host, display, upload, update, publish, modify, transmit, or in any manner share any information that:
  • belongs to another person and to which you have no right to;
  • is grossly harmful, harassing, blasphemous, defamatory, obscene, pornographic, pedophilic, libelous, invasive of another's privacy, hateful, or racially, ethnically objectionable, disparaging, relating or encouraging money laundering or gambling, or otherwise unlawful in any manner whatever;
  • is in any way harmful to minors;
  • infringes any patent, trademark, copyright or other proprietary rights;
  • violates any Applicable Law for the time being in force;
  • deceives or misleads the addressee about the origin of such messages or communicates any information which is grossly offensive or menacing;
  • abuse, harass, threaten, defame, disillusion, erode, abrogate, demean or otherwise violate the legal rights of others;
  • impersonate any person or entity, or falsely state or otherwise misrepresent your affiliation with a person or entity;
  • publish, post, disseminate, any grossly harmful information, including but not limited to "indecent representation of women" within the meaning of the Indecent Representation of Women (Prohibition) Act, 1986;
  • threatens the unity, integrity, defence, security, or sovereignty of India, friendly relations with foreign states, or public order or causes incitement to the commission of any cognizable offence or prevents investigation of any offence or is insulting any other nation.

17. Suspension of User Access and Activity

Notwithstanding other legal remedies that may be available, we may in our sole discretion, limit your access and/or activity by immediately removing your access credentials either temporarily or indefinitely, or suspend/terminate your association with the Platform, and/or refuse to the usage of the Platform, without being required to provide you with notice or cause:

• If you are in breach of any of these Terms of Use, Privacy Policy, or any other applicable policies;
• If you have provided wrong, inaccurate, incomplete or incorrect information; and
• If your actions may cause any harm, damage or loss to the other Users or the Company, at our sole discretion.

18. Intellectual Property Rights

Unless expressly agreed to in writing, nothing contained herein shall give you a right to use any of the trade names, trademarks, service marks, logos, domain names, information, questions, answers, solutions, reports, and other distinctive brand features, save according to the provisions of these Terms of Use that shall be available on the Platform. All logos, trademarks, brand names, service marks, domain names, including material, designs, and graphics created by and developed by either the Platform or such other Third-Party and other distinctive brand features of the Platform are the property of the Platform or the respective copyright or trademark owner. Furthermore, concerning the Platform, we shall be the exclusive owner of all the designs, graphics, and the like, related to the Platform.

You shall not use any of the Intellectual Property displayed on the Platform in any manner that is likely to cause confusion among existing or prospective users of the Platform, or that in any manner disparages or discredits the Platform, to be determined in the sole discretion.

You are aware all Intellectual Property, including but not limited to copyrights, relating to said Services resides with the owners, and that at no point does any such Intellectual Property stand transferred from the aforementioned creators. You are aware that we merely provide the Platform through which you can communicate with other Users and the Platform does not own any of the Intellectual Property relating to the independent Content displayed on the Platform, apart from created graphics and specified Content.

You are further aware that any reproduction or infringement of the Intellectual Property of the aforementioned owners by you will result in legal action being initiated against you by the respective owners of the Intellectual Property so reproduced/infringed upon. It is agreed to by you that the Contents of this section shall survive even after the termination or expiry of these Terms of Use and/or Privacy Policy.

19. Disclaimer of Warranties and Liabilities

• 19.1 You further agree and undertake that you are accessing the Platform at your sole risk and that you are using the best and prudent judgment before availing of any features on the Platform or accessing/using any information displayed thereon.
• 19.2 You agree that any kind of information, resources, activities, or recommendations obtained/availed from the Platform, written or oral, will not create any warranty and we disclaim all liabilities resulting from these.
• 19.3 We do not guarantee that the features and content contained in the Platform will be uninterrupted or error-free, or that the Platform or its server will be free of viruses or other harmful components, and you hereby expressly accepts any associated risks involved with your use of the Platform.
• 19.4 It is further agreed to by you that the contents of this section shall survive even after the termination or expiry of the Terms of Use and/or Privacy Policy.

20. Force Majeure

We will not be liable for damages for any delay or failure to perform our obligations hereunder if such delay or failure is due to cause beyond our control or without its fault or negligence, due to force majeure events including but not limited to acts of war, acts of God, earthquake, riot, fire, festive activities, sabotage, labour shortage or dispute, internet interruption, technical failure, breakage of sea cable, hacking, piracy, cheating, illegal or unauthorized.

21. Dispute Resolution and Jurisdiction

• 21.1 These Terms shall be governed and interpreted by and construed in accordance with the substantive laws of India and subject to arbitration provisions below, each party hereby irrevocably and finally submits to the exclusive jurisdiction of the courts of Palnadu District, Andhra Pradesh, India thereto in respect of any disputes, legal action or proceedings arising out of or in connection with the Terms, interpretation, duties, performance, breach, etc. of these Terms.
• 21.2 Should any Dispute arise out of or in connection with these Terms, the Parties hereto shall first endeavor to settle such Dispute amicably. If the Dispute is not resolved through amicable settlement within fifteen (15) days after commencement of discussions or such longer period as the Parties mutually agree in writing, then either Party may refer the Dispute for resolution by arbitration according to the provisions of the Arbitration and Conciliation Act, 1996 (India) or any statutory amendment or re-enactment thereof, or any statute enacted to replace the same, for the time being in force. The arbitration shall be conducted by a sole arbitrator appointed by mutual consent of the parties. The seat and venue of arbitration shall be in Palnadu District, Andhra Pradesh, India, and the language of the proceedings shall be English.
• 21.3 The Award rendered in any arbitration commenced hereunder shall be final and conclusive, and judgment thereon may be entered in any court having jurisdiction for its enforcement. The Parties undertake to implement the arbitration award. In addition, the Parties agree that no Party shall have any right to commence or maintain a suit or legal proceeding concerning a Dispute hereunder (other than for preventive or interlocutory relief pending completion of the arbitration proceedings under these Terms) until the Dispute has been determined in accordance with the arbitration procedure provided for herein and then only for the enforcement of the award rendered in such arbitration. When any Dispute is under arbitration, except for the matters under dispute, the Parties shall continue to exercise their remaining respective rights and fulfil their remaining respective obligations under these Terms.

22. Miscellaneous Provisions

22.1 Entire Agreement

These Terms of Use, read with the Privacy Policy and Disclaimer form the complete and final contract between us with respect to the subject matter hereof and supersedes all other communications, representations, and agreements (whether oral, written, or otherwise) relating thereto.

22.2 Waiver

The failure at any time to require the performance of any provision of these Terms of Use shall in no manner affect our right at a later time to enforce the same. No waiver by us of any breach of these Terms of Use, whether by conduct or otherwise, in any one or more instances, shall be deemed to be or construed as a further or continuing waiver of any such breach, or a waiver of any other breach of these Terms of Use.

22.3 Severability

If any provision/clause of these Terms of Use is held to be invalid, illegal, or unenforceable by any court or authority of competent jurisdiction, the validity, legality, and enforceability of the remaining provisions/clauses of these Terms of Use shall in no way be affected or impaired thereby, and each such provision/clause of these Terms of Use shall be valid and enforceable to the fullest extent permitted by Applicable Law. In such case, these Terms of Use shall be reformed to the minimum extent necessary to correct any invalidity, illegality or unenforceability, while preserving to the maximum extent the original rights, intentions and commercial expectations of the Parties hereto, as expressed herein.

22.4 Contact Us

If you have any questions about these Terms of Use, the practices of the Website, or your experience, you can contact us by emailing us at grievanceofficer@medli.in or by writing to us at:

Sectirmeld Ltd.
Petlurivaripalem village, Narasaraopet Mandal,
Palnadu District,
Andhra Pradesh (PIN: 522603).