ZERODELAY: TERMS OF USE (ToU) OF SERVICES

Last Updated: : 3rd August, 2020

Effective Date: 3rd August, 2020

GENERAL TERMS & CONDITIONS, TERMS OF USE AND OTHER AGREEMENTS

  • This document contains important information about your rights and obligations, as well as limitations and exclusions that you need to consider before making an important decision of collaborating with ZERODELAY in any capacity. In addition to the General Terms and Conditions (hereinafter, “General T&C”) and Privacy Policy (hereinafter, “PP”), this document contains various Terms of Use (hereinafter, “ToU”) for availing specific services offered by ZERODELAY. Such ToU may include, but not limited to conditions, rules or policies for a particular appointment, consultation, activity or promotion. ToU is incorporated by reference into the General T&C and the same shall be deemed to be a part of General T&C for the purposes of the applicable service(s).
  • Please bear in mind that certain portions of our Apps/Websites may have different terms and conditions posted or may require you to agree with and accept additional terms and conditions. That is, when using any particular services, you may be subject to any posted guidelines, rules, service requirements or sometimes additional terms applicable to such services. All such guidelines, rules, requirements or additional terms are hereby incorporated by reference into the Agreement. ToU is co-extensive and concurrent with any other agreement of ZERODELAY that is listed on our Apps/Website. If there is a conflict between these Terms and terms and conditions posted for a specific area of the Apps/Websites, the latter terms and conditions will take precedence with respect to your use of or access to that area of the Apps/Websites, as applicable.
  • In the forthcoming clauses, we explain the terms and conditions under which you are allowed to book appointments for specific services available at the Apps/Websites of ZERODELAY. We may change, add, suspend, cancel, remove or otherwise modify the services offered on our Apps/Websites at any time without prior notice. If you do not agree or accept any clauses of the ToU, you may not access or use the services. If you have any questions or clarifications about any part of this Agreement, please feel free to contact us at support@zero-delay.com.

CREATING AND MAINTAINING AN ACCOUNT WITH ZERODELAY

ZERODELAY Account, Registered Users and Secured Areas:

  • You can view certain portions of our Apps/Websites without registering with us. However, to benefit from all of the services we provide, you must create an account with us (hereinafter, “ZERODELAY Account”) by completing the registration process (i.e., by providing us with current, complete and accurate information as prompted by the applicable registration form). You can choose a password for your ZERODELAY Account, while your mobile number will act as your username. 
  • Access to certain areas of our Apps/Websites (hereinafter, “Secured Areas”) is restricted to those users (hereinafter, “Registered Users”) who have completed the formal registration process and have been granted subsequent authorization for access through issuance of a user name and password. No other persons other than registered users may access these restricted areas.
  • In general, you may directly register via our Apps or by logging into your account with certain third party social media or social networking websites (hereinafter, “SNW”). If a registration happens through an SNW, we will extract the personal information you have provided to the SNW (such as your real name, email address and other information you make publicly available via the SNW) from the account you have with the applicable SNW and use that information to create your ZERODELAY Account. The specific information that we extract may depend on the privacy settings you have with the SNW. You hereby consent to our access to and collection of such personal information about you.

Registration as Practitioners or Health Service Providers:

  • When users like practitioners or health service providers (including, but not limited to Doctors, Dentists, Physiotherapists, Nurses, Dieticians, Pharmacy, Lab and Scan Centres, Dialysis Centres, Diabetic Centres, Cosmo Derma Clinics) register in our Apps, the registration will take place through a three step process:
  • Step 1 – OTP Verification: You will be required to fill in basic details to register for our services. Subsequently, you will be informed via email a One Time Password (OTP) number to initiate the account activation process.
  • Step 2 – Account Activation: You will be directed to use the OTP number to activate your ZERODELAY Account. Please note that you will not be able to log back into your account, until you have activated it with this OTP. After you activate your account, you will be required to update your ZERODELAY Profile with true and accurate details.
  • Step 3 – Profile Verified: After you update your ZERODELAY Profile, we will verify your account credentials and qualifications before we make your profile live and visible to the audience of ZERODELAY. Most reviews are completed within 48 hours, although some may take longer (48-72 hours). We may get back to you, if we require additional information. We carry out this process to make sure that every account registered with ZERODELAY is authentic. Once when the verification is done, you will receive an email from us notifying your profile live status.
  • Even though we take all the necessary steps to verify the authenticity of the information provided by the practitioners or health service providers before listing them on our Apps, you understand and agree that we shall not be liable for any deficiencies, including but not limited to misconduct, injury caused or lack of knowledge from the end of the practitioners or health service providers.

Lawful Access as a Registered User:

  • To access the services listed on our Apps/Websites, you will be asked to enter your individual user name and password, as chosen by you during your registration. As already emphasised in our General T&C, you will be entirely responsible for all the activities that may occur on your registered ZERODELAY Account. We do not permit any of the following conduct:
  • Any other person sharing your account and password; or
  • Any part of our website being cached in proxy servers and accessed by individuals who have not registered with us as users; or
  • An individual ZERODELAY Account and Password being made available to multiple users on a network or
  • Any other conduct which may harm us or other users of our services.
  • While accessing our Apps/Websites, you shall maintain complete confidentiality and secure details of your account including your user name and password. The password issued to registered users are non-transferrable in nature. However, ZERODELAY shall not be held responsible for authenticating the identity of any person entering a secured area utilising a registered user’s username and password.
  • If ZERODELAY reasonably believes that an account and password is being misused in any manner or if we find any unauthorised usage of your account, then we reserve the right to cancel or suspend your account immediately without notice and block access to all users from that IP address.
  • Please bear in mind that use of our Apps/Websites for any unauthorised purpose may result in severe civil and criminal penalties. You agree to notify us immediately of any unauthorized use of your account or any other breach of security. ZERODELAY will not be liable for any loss that you may incur as a result of someone else using your password or account. However, you could be held liable for losses incurred by us or another party due to someone else using your account or password.
  • It is your duty to keep your mobile number and email address updated on our Apps/Websites. All reminders, notifications and updates will be sent to your mobile number and/or email address associated with your account. We are not responsible for any loss or inconvenience caused due to your non-updation of your contact details. If the messages sent to an email address or mobile number provided by you and associated with your account are returned as undeliverable or wrong address, then ZERODELAY reserves the right to terminate your account immediately with or without notice to you and without any liability to you or any third party.

Exercise Caution While Interacting with Other Users:

  • Even though ZERODELAY takes reasonable efforts to screen its users, you understand and acknowledge that you are solely responsible for your interactions and any disputes with other fellow users of our Apps/Websites. We advise you to exercise abundant caution, discretion, common sense and judgment in using our services and while disclosing personal information or any other information to other users. You agree to take reasonable precautions in all interactions with other users of ZERODELAY, particularly if you decide to communicate with such users offline or meet them in person.
  • As already emphasised in our General T&C, your use of the Apps/Websites and any other content made available through the Apps/Websites is at your sole risk and discretion and we hereby disclaim any and all liability to you or any third party relating thereto. ZERODELAY reserves the right to contact any of its users, in compliance with applicable law, in order to evaluate compliance with the rules and policies provided in the agreement. You will cooperate fully with us to investigate any suspected unlawful, fraudulent or improper activity via our Apps/Websites.

OUTLINE – KINDS OF USERS AND SERVICES

  • The Agreement applies to you whether you are:
  • A medical or paramedical practitioner or health service provider (whether an individual professional or an organisation operating in the health care sector) or other organisations of similar nature wishing to be listed, or already listed, on our Apps/Websites, including designated, authorized associates of such practitioners or organisations (hereinafter, “Health Service Provider(s)”, “Practitioner(s)”, “You” or “User”); or
  • A patient, his/her representatives or associates, searching for practitioners or health service providers through the Apps/Websites (hereinafter, “End-User”, “You” or “User”); or
  • Otherwise a visitor or user of the Apps/Websites (hereinafter, “You” or “User”).
  • This Agreement applies to those services made available by ZERODELAY through its Apps/Websites, which are generally offered free of charge to the users, unless otherwise provided. The various kinds of services available on our platform may include (but not limited to) services relating to hospitals, clinics, doctors, dentists, nurses, physiotherapists, dieticians, labs and lab technicians, purchasing medicines online from pharmacists, scan centres, diabetic centres, dialysis centres, fertility centres, cosmo derma clinics etc.
  • The services may alter from time to time, at the sole discretion of ZERODELAY, and the Agreement will apply to your visit to and your use of the Apps/Websites to avail the services which includes the following:

For Practitioners and Health Service Providers: The facility to

  • create and maintain ‘ZERODELAY Account’,
  • list your profiles and contact details so as to be made available to the other users and visitors to the Apps/Websites
  • utilise any other service as may be notified from time to time.

For Other Users: The facility to

  • create and maintain ‘ZERODELAY Account’,
  • search for practitioners and health service providers by name, specialty, and geographical area, or any other criteria that may be developed and made available by us,
  • fix consultation and/or house visit appointments with practitioners and health service providers,
  • utilise any other service as may be notified from time to time.

BOOKING AN APPOINTMENT THROUGH ZERODELAY

  • Types of Appointments: In general, a user can book the appointment of any practitioner/health service provider through ZERODELAY for:
  • Fixing in person consultation;
  • Fixing online consultation through video call facility;
  • Fixing house visits;
  • Purchasing medicines and other health care products from a pharmacy;
  • Booking tests and medical check-ups with labs and diagnostic centres;
  • Booking any other facility as may be notified from time to time.
  • In case any prescription is being provided to you by the practitioners or health service providers via the online consultation facility, the same is being provided to you on the basis of online examination only. Please understand that the prescription may vary when examined in person. Therefore, in no event shall the prescription provided by practitioners or health service providers be relied upon as a final and conclusive solution.
  • Method of Booking Appointments: In general, a user can fix an appointment with practitioners/health service providers through any of the following methods:
  • Booking an appointment through Apps: ZERODELAY, ZERODELAY Pro and ZERODELAY Connect; or
  • Booking an appointment through ZERODELAY Call Support facility.
  • Prior to booking an appointment with a practitioner or health service provider of your choice, please review carefully,
  • the price quoted for a service and
  • all the services and the products and that are included and excluded within a particular service description.
  • All practitioners/health service providers are directed to provide the agreed service to a user, at or below the price indicated at the time of booking an appointment, unless you separately agree otherwise. Any services in addition to or different from the agreed services may be available, offered or rendered by practitioners/health service providers. In such circumstances, you and your practitioners/health service providers are responsible for agreeing to any additional or different services. We accept no responsibility for your or any service provider’s failure to agree to any additional or different services.
  • You agree and understand that our Apps/Websites shall only act as an intermediary connecting certain users/patients/service seekers with other users/practitioners/health service providers. Thus our ZERODELAY Apps/Websites only act as an online platform to connect service seekers with service providers. Once the appointment has been made and a confirmation has been given to the users/patients/service seekers, we will promptly inform the practitioners/health service providers who shall render their service at the agreed time, location and mode provided at the time of booking the service.
  • ZERODELAY shall not be liable for any refunds to a user in the event the user’s booked slot/time for an appointment has been delayed or cancelled. However, ZERODELAY will work with the concerned user to schedule another appointment with the same or another practitioner/health service provider. In general, once an appointment is made and confirmed at our end, no amount shall be refunded, in the event of a cancellation. However, in certain cases, we shall permit a refund of the full or partial amount, if the practitioners/health service providers become unavailable or if an alternative practitioner/health service provider is arranged to honour the appointment. The decision of ZERODELAY shall be final in such cases. For more information, please check the section on Cancellation, Reschedule and Refund Policy below.
  • We make every effort to ensure that the pricing, description and availability of services listed on our Apps/Websites is accurate and up to date. However, you agree that in exceptional cases, there may be an error with respect to pricing of a particular service or the description or availability of a service. In those rare cases, we are not responsible for such errors and we reserve the right:
  • to cancel the booking;
  • to correct any inaccuracies or omissions related to pricing, availability and description of services, even after you have submitted your request for booking and
  • to change or update any other information at any time without prior notice.
  • All your transactions are secure, when you book an appointment with ZERODELAY Apps. Your personal information is encrypted by using 256-bit encryption technology before being sent over the Internet, which ensures the privacy and high level of security of all your information. We believe in implementing stringent security checks and organizational access policies, backed by robust technical safeguards to prevent misappropriation of your data in any form. Whether you are a user/patient/service seeker or a user/practitioner/health service provider, our commitment to safety and security ensures that the data you save with us are entirely yours and accessible only by you, and are not shared with any third party. We conduct regular vulnerability assessments and restrict the usage and access of data with rigid authority controls in accordance with our Privacy Policy.

SERVICE SPECIFIC TERMS AND CONDITIONS

Booking Appointments with Doctors:

  • Only those Doctors who practice the allopathic system of medicine or surgery are eligible to be enrolled in our Apps. The term ‘Doctor’ refers to only those Doctors whose qualification is recognised by Medical Council of India (hereinafter, “MCI”) and who is registered with the MCI or other regional Medical Council(s) in India. A person obtaining qualification in any other system of medicine is not allowed to enrol in our Apps.
  • ZERODELAY in the capacity of an intermediary only facilitates the appointment management between the Doctor’s office and any user/patient/service seeker. Thus, a user/patient/service seeker can book an appointment with a Doctor of their choice through our Apps for
  • in person consultation or
  • online consultation or
  • house visit.
  • In case any prescription is being provided to you by a Doctor via the online consultation facility, the same is being provided to you on the basis of online examination only. Please understand that the prescription may vary when examined in person. Therefore, in no event shall the prescription provided by the Doctors be relied upon as a final and conclusive solution.
  • If any user/patient/service seeker decides to jump a queue in a certain time slot, then such user can book consultation using ZERODELAY Premium option and the charges for the same is Extra Service Charges + GST.
  • If a Doctor accepts the booking request, then immediately a OTP will be sent to the user by ZERODELAY.
  • For in person consultation or online consultation through video call facility, a user/patient/service seeker has the option to pay directly to the Doctor or through online payment gateway. For online health consultations, ZERODELAY collects the consulting fees along with a convenience fee and all taxes payable after which the appointment will be confirmed.
  • For house visits, it is mandatory that prior payment is made through payment gateway and the fee charged is inclusive of travel allowance.
  • Please note that presently due to COVID-19 situation, all payments shall be made via online method only and at the time of booking itself.

Booking Appointments with Dentists:

  • Only those Dentists and Dental Surgeons who hold a valid dental degree and who have registered themselves with the Dental Council of India (hereinafter, “DCI”) are eligible to be enrolled in our Apps. The term ‘Dentist’ or ‘Dental Surgeon’ refers to any person with a registerable dental degree either by virtue of a prior registration with the DCI or one who has been conferred a Bachelor of Dental Surgery (hereinafter, “BDS”) from any university recognized by the DCI.
  • ZERODELAY in the capacity of an intermediary only facilitates the appointment management between the Dentists office and any user/patient/service seeker. Thus, a user/patient/service seeker can book an appointment with a Dentist of their choice through our Apps for
  • in person consultation or
  • online consultation or
  • house visit.
  • In case any prescription is being provided to you by a Dentist via the online consultation facility, the same is being provided to you on the basis of online examination only. Please understand that the prescription may vary when examined in person. Therefore, in no event shall the prescription provided by the Dentists be relied upon as a final and conclusive solution.
  • If any user/patient/service seeker decides to jump a queue in a certain time slot, then such user can book consultation using ZERODELAY Instant option and the charges for the same is Extra Service Charges + GST applicable.
  • If a Dentist accepts the booking request, then immediately a OTP will be sent to the user by ZERODELAY.
  • For in person consultation or online consultation through video call facility, a user/patient/service seeker has the option to pay directly to the Dentist or through online payment gateway. For online health consultations, ZERODELAY collects the consulting fees along with a convenience fee and all taxes payable after which the appointment will be confirmed.
  • For house visits, it is mandatory that prior payment is made through payment gateway and the fee charged is inclusive of travel allowance.
  • Please note that presently due to COVID-19 situation, all payments shall be made via online method only and at the time of booking itself.

Booking Appointments with Physiotherapists:

  • ZERODELAY in the capacity of an intermediary only facilitates the appointment management between a Physiotherapist and any user/patient/service seeker. Thus, a user/patient/service seeker can book an appointment with a Physiotherapist of their choice through our Apps for
  • in person consultation or
  • online consultation or
  • house visit.
  • If any user/patient/service seeker decides to jump a queue in a certain time slot, then such user can book consultation using ZERODELAY Instant option and the charges for the same is Extra Service Charges + GST applicable.
  • If a Physiotherapist accepts the booking request, then immediately a OTP will be sent to the user by ZERODELAY.
  • For in person consultation or online consultation through video call facility, a user/patient/service seeker has the option to pay directly to the Physiotherapist or through online payment gateway. For online health consultations, ZERODELAY collects the consulting fees along with a convenience fee and all taxes payable after which the appointment will be confirmed.
  • For house visits, it is mandatory that prior payment is made through payment gateway and the fee charged is inclusive of travel allowance.
  • Please note that presently due to COVID-19 situation, all payments shall be made via online method only and at the time of booking itself.

Booking Appointments with Nurses:

  • Only those Nurses who hold a valid nursing degree and who have registered themselves with the Indian Nursing Council (hereinafter, “INC”) or any other appropriate regulatory body recognised by law are eligible to be enrolled in our Apps.
  • ZERODELAY in the capacity of an intermediary only facilitates the appointment management between the Nurses and any user/patient/service seeker. Thus, a user/patient/service seeker can book an appointment with a Nurse of their choice through our Apps for house visit only.
  • If a Nurse accepts the booking request, then immediately a OTP will be sent to the user by ZERODELAY.
  • For house visits by Nurses, it is mandatory that prior online payment is made through payment gateway at the time of booking itself and the fee charged is inclusive of travel allowance.

Booking Appointments with Dieticians:

  • ZERODELAY in the capacity of an intermediary only facilitates the appointment management between a Dietician and any user/patient/service seeker. Thus, a user/patient/service seeker can book an appointment with a Dietician of their choice through our Apps for
  • in person consultation or
  • online consultation or
  • house visit.
  • If any user/patient/service seeker decides to jump a queue in a certain time slot, then such user can book consultation using ZERODELAY Instant option and the charges for the same is Extra Service Charges + GST applicable.
  • If a Dietician accepts the booking request, then immediately a OTP will be sent to the user by ZERODELAY.
  • For in person consultation or online consultation through video call facility, a user/patient/service seeker has the option to pay directly to the Dietician or through online payment gateway. For online health consultations, ZERODELAY collects the consulting fees along with a convenience fee and all taxes payable after which the appointment will be confirmed.
  • For house visits, it is mandatory that prior payment is made through payment gateway and the fee charged is inclusive of travel allowance.
  • Please note that presently due to COVID-19 situation, all payments shall be made via online method only and at the time of booking itself.

Purchasing Medicines and Health Care Products Online from a Pharmacy:

  • The following terms of use for purchasing medicines and health care products online from a licensed pharmacy is governed by the provisions of Indian laws, including but limited to:
  • the Drugs and Cosmetic Act, 1940 (hereinafter, “Drugs Act”), read with the Drugs and Cosmetics Rules, 1945 (hereinafter, “Drugs Rules”);
  • the Drugs and Magic Remedies (Objectionable Advertisements) Act, 1954 (hereinafter, “Magic Remedies Act”);
  • the Indian Medical Council Act, 1956 (hereinafter, “IMC Act”) read with the Indian Medical Council Rules, 1957 (hereinafter, “IMC Rules”) and
  • the Pharmacy Act, 1948 (hereinafter, “Pharmacy Act”).
  • Only those qualified pharmacists who hold a valid drug license for sale and distribution of drugs and medicines in India and those who have registered themselves with the Pharmacy Council of India (hereinafter, “PCI”) or the State Pharmacy Councils constituted by the State Governments or any other appropriate regulatory body recognised by law are eligible to be enrolled in our Apps.
  • All the licensed pharmacists who deliver health care products through ZERODELAY are licensed professionals who are solely responsible for the products they deliver to you. As already emphasised in our General T&C, ZERODELAY does not practice medicine or any other licensed profession and it does not intend to interfere with the practice of medicine or any other licensed profession. The pharmacists are responsible for the services they provide and it is their duty to be in complete compliance with the requirements applicable to their profession and license.
  • You agree, acknowledge and understand ZERODELAY is not a licensed pharmacy or an e-pharmacy company. ZERODELAY in the capacity of an intermediary only facilitates the purchase of drugs, medicines and other health care products (hereinafter, “health care products”) by any user/patient/caregiver/buyer from a user/licensed pharmacy/seller. Thus our App merely acts as an online platform to connect a user with a licensed pharmacist for the purchase of health care products.
  • Please understand that the health care products you order and receive from a licensed pharmacy through ZERODELAY App and the information relating to health care products listed on our Apps/Websites are purely for informational, educational, scheduling and payment purposes only. Any service or information offered through ZERODELAY’s Apps/Websites is only provided to assist you in locating appropriate health care products from a licensed pharmacist or its agents or affiliates thereof.
  • While we sincerely hope our intermediary services are helpful in your health care journey, it is not intended as a substitute for nor does it replace, a medical opinion, professional medical advice, diagnosis or treatment of any particular condition or disease. It is important that you do not make medical decisions for yourself or others. You should always seek the advice from a qualified professional or health service provider with any questions you may have about your medical condition. Do not disregard, avoid or delay in obtaining medical advice from a qualified professional or health service provider, under any situation.
  • As a user/patient/caregiver/buyer, you hereby understand and confirm that you are completely aware of the indications, side effects, drug interactions, effects of missed dose or overdose of the medicines you order through our Apps. It is imperative to seek professional advice from your physician before purchasing or consuming any medicine from a pharmacy listed on our Apps.
  • ZERODELAY may accept or decline any order placed by a user/patient/caregiver/buyer in its absolute discretion without any liability to anyone. A user can order health care products for his/her own use or a caregiver can order products on your behalf. Any user who is interested in ordering health care products through our Apps from a licensed pharmacy, should log in through his/her ZERODELAY Account.
  • In general, you can order a health care product only after uploading a valid prescription. However, certain products are available for purchase online even without a prescription. We leave it to the wise discretion of the licensed pharmacists to decide whether to accept such orders or not and we are not liable for any actions that may arise as a result of such decision.
  • After uploading prescription, you will specify the delivery location to place a request for order. The pharmacists receive the request and prescription on their ZERODELAY portal. After verifying the order and the prescription, the pharmacy may check for availability of products and whether the products can be delivered to the specified location on time. If they decide to ship your order, they will provide an estimation of prices and the same will be immediately notified by ZERODELAY to the user. Once the user accepts the order by agreeing to the price quoted, the order will be marked as successful and a OTP will be sent to the user by ZERODELAY. Such OTP will be intimated to the pharmacy also who will undertake the process of delivery.
  • In general, we do not charge separately for delivery from a user/patient/buyer for the products they order online from a licensed pharmacy using our App. However, where the total bill value is Rs. 100/- or below, we charge Rs. 50 as delivery charges in such cases and the same will be automatically added to the total bill amount.
  • With respect to delivery time, it may vary depending on the delivery location as well as the type of product you order. We will try to coordinate with the pharmacies to deliver your order within 90 minutes from the time of placing a successful order. However, please note that this timing is an estimate only and is not a guarantee from our side, due to circumstances out of our control. 
  • You understand that orders can be placed from anywhere, however we currently do deliveries only inside Chennai and that too in selected locations and not necessarily all locations. In the near future, we intend to make deliveries in other locations too.
  • We will try our level best to ensure that our users are completely satisfied with the health care products delivered to them. In certain cases, we are happy to issue a refund (partial or full), subject to our Cancellation, Reschedule and Refund Policy, if their case falls within the categories mentioned below:
  • If a user has received a defective product;
  • If the ordered item is lost or damaged during transit;
  • If the ordered item is past its expiry date.
  • ZERODELAY directs all the licensed pharmacies to takes all necessary precautions and to strictly abide by the laws and regulations relating to dispensation of prescription medications. ZERODELAY advises all the licensed pharmacies not to dispense any prescription medication without a valid prescription from a licensed physician.
  • If a user is ordering a prescription medication, you hereby confirm that you will upload a scanned copy of your valid prescription and the same shall then be subject to the scrutiny of and approval by our licensed pharmacists. If a pharmacy has any queries or concerns about your prescription, you hereby authorize them to consult with an external network of registered medical practitioners about the validity of the contents of the prescription.
  • The delivery of a health care product listed by licensed pharmacists on our Apps is subject to availability. The price for the same is inclusive of all applicable statutory taxes, fees and delivery charges (if any). We make every effort to ensure that the pricing, description and availability of health care products listed on our Apps by licensed pharmacists is accurate and up to date. However, you agree that in exceptional cases, there may be an error with respect to information related to health care products and in those rare cases, we are not responsible for such errors and we reserve the right
  • to cancel the booking for a health care product;
  • to correct any inaccuracies or omissions related to pricing, availability and description of health care products, even after you have submitted your order for booking and
  • to change or update any other information at any time without prior notice.
  • With respect to payment of charges, in general, there are options of online payment at the time of placing an order or cash on delivery. However, please note that presently due to COVID-19 situation, all payments shall be made via online method only and at the time of placing an order itself.

OBLIGATIONS OF PRACTITIONERS/HEALTH SERVICE PROVIDERS

  • ZERODELAY only accepts the profiles of registered practitioners/health service providers to be listed on its Apps. As a registered practitioner/health service provider, please follow all applicable professional rules and ethical guidelines prescribed by law and by your appropriate sector regulator, including (but not limited to) Indian Medical Council (Professional Conduct, Etiquette and Ethics) Regulations, 2002.
  • As a registered practitioner/health service provider, it is your duty to maintain an up to date license or permission mandated by law which enables you to practice seamlessly. Immediately notify us, if there are any changes in the status of your license or your ability to practice. You are always expected to maintain an accurate, honest and up-to-date ZERODELAY profile.
  • ZERODELAY expects practitioners/health service providers to honour their selected appointment times, venues and locations as confirmed at the time of booking. As such, make every effort to maintain accurate and up-to-date appointment availability and physical location information.
  • Try your level best to honour and uphold your scheduled appointments and try to avoid cancelling or rescheduling of appointments.
  • In the case of house visits, you must carry all the necessary instruments and equipment which are needed to treat a user/patient.
  • It is your duty to safeguard user/patient data. Kindly read and adhere to our Privacy Policy and other applicable guidelines in the use, maintenance, storage or disclosure of an individual’s health information.
  • Always treat other ZERODELAY users with dignity, respect and follow all applicable laws. Don’t facilitate or enable any unlawful or unethical or unscientific method of treatment. Further, never bully, harass, use profanity, threaten, intimidate or inflict harm on ZERODELAY users or representatives.
  • Never take any unlawful or unethical actions against users/patients for posting negative or critical reviews either on ZERODELAY platforms or elsewhere or for any other reason.
  • Do not encourage ZERODELAY users to book your services off-site by directly or indirectly discouraging ZERODELAY users from using our platform as they intend.
  • Never persuade ZERODELAY users to undertake an activity that would violate the agreements entered with us.
  • Please do not spread any imprecise, misleading or defamatory information about our services, policies or procedures to our users or anyone else.
  • With respect to users such as practitioners or health service providers, for every booking/appointment you receive through our ZERODELAY Apps, please note that a certain percentage of service charge + GST as agreed will be charged from the total bill amount. Therefore, always honour your financial commitment with us by paying our service fee for bookings generated through our platform.
  • Never use ZERODELAY’s trademark, logo or any other form of intellectual property without our prior consent and never present yourself as a representative of ZERODELAY.

OBLIGATIONS OF OTHER USERS/PATIENTS/SERVICE SEEKERS

  • At the outset, we expect all our users to be respectful of our service, the providers who participate and other patients who are seeking care. Never bully, harass, use profanity, threaten, intimidate or inflict harm on service providers, their office staff and administrators or representatives of ZERODELAY.
  • Making an online or telephonic booking with practitioners/health service providers listed on our Apps/Websites is free for users. You will only have to pay appropriate health care expenses as charged by the practitioners/health service providers. ZERODELAY will not be responsible for any variance in the fees charged by them. We will never ask you for your debit card or credit card or payment information over the phone or via email.
  • Please book appointments only you plan to attend so as to respect both the practitioners/health service providers time and other users/patients seeking care.
  • If your ability to attend your scheduled appointment changes, you are responsible for contacting your practitioners/health service providers with as much advance notice as possible. Please understand that last minute changes are disruptive to service providers and their staff which in turn will limit their ability to see other patients in need of care at that time.
  • Hence, make every effort to uphold your confirmed appointments and arrive to your appointment on time. If for some reason you are unable to do so, reach out to the practitioners/health service providers office to notify them. Please understand that in such cases, they reserve the right to reschedule or cancel your appointment.
  • You agree that if you no-show, reschedule or cancel appointments at a high volume, we reserve the right to limit or terminate your use of ZERODELAY Account.

PAYMENT OF HEALTH CARE EXPENSES

  • The installation of our Apps/Websites is free of cost for all types of users.
  • The use of our services by any user/patient or service seeker is free of cost, except as otherwise specifically provided. The moment any user/patient or service seeker uses our Apps to book an appointment with practitioners or health service providers of their choice listed on our Apps, such user/patient or service seeker shall be required to pay charges to the concerned service provider for the said service or consultation.
  • Thus, by registering for our services, you are expressly agreeing that ZERODELAY is authorized to charge you healthcare expenses as charged by the practitioners /health service providers, any other fees for additional services you may purchase and any applicable taxes in connection with your use of the services through debit card, credit card or other payment method accepted by ZERODELAY that you provided during registration.

PAYMENT/BILLING METHOD

  • Except as otherwise provided, for certain services, payment to the practitioners/health service providers can be made both in an online and offline method, i.e. paying directly to the practitioners/health service providers. Similarly, except as otherwise provided, for certain services, payments can be made at the time of booking or post the consultation o conclusion of service. As already emphasised in our General T&C, ZERODELAY reserves the right to modify or change the payment method, charging standards, service fees and service terms as and when required at our own discretion.
  • Please note that presently due to COVID-19 situation, all payments shall be made only via online method and at the time of booking itself.
  • In order to make online payment towards your healthcare expenses as charged by the practitioners/health service providers and other charges, you will need to obtain access to the Internet, either on a computer or on any other device that can access web-based content. You must have all necessary equipment to make such connection to the Internet, including a computer and a modem or any other set of access devices.
  • All the charges will be denoted in Indian Rupee (INR) only. ZERODELAY will not facilitate transaction with respect to any other form of currency.
  • We do not accept payment by check or money order or other similar instruments for online booking. Online payments shall be made only via those payment systems (hereinafter, “Third Party Payment Gateways”) that are associated with and approved by ZERODELAY. Please take note that ZERODELAY and/or its payment gateways may charge any service or processing fees from users other than practitioners/health service providers for the services availed. Further, ZERODELAY and/or its payment gateways may collect from the applicable practitioners /health service providers, a transaction processing fee for our billing, collection and payment services performed in connection with such payment.
  • While making or receiving payments, you shall provide true, accurate, current and complete information about yourself (hereinafter, “User Information”), your payment account details (hereinafter, “Payment Information”), your biller details (hereinafter, “Biller Information”). It is your duty to maintain and promptly update your User Information, Payment Information and Biller Information to keep it true, accurate, current and complete at all times.
  • If you want to use a different payment method than the one you signed up for during registration or if there is a change in your card validity or expiration date, you may edit your payment method information by clicking on your account. If your payment method expires and you do not edit your payment method information or cancel your account, you authorize us to continue billing and you will remain responsible for any uncollected amounts.
  • As used in these Terms, the term ‘billing’ shall indicate either a charge or debit, as applicable, against your payment method. To see the pending payments, go to the billing information section on your account page. In order to sustain the services, it is important that you honour the payment obligations to which you have agreed. Accordingly, ZERODELAY reserves the right to pursue any amount you fail to pay in connection with the services. You will remain liable to us for all such amounts and all costs incurred by the us in connection with the collection of these amounts, including, without limitation, collection agency fees, reasonable advocate fees and arbitration or court costs.
  • You agree and acknowledge that ZERODELAY only facilitates the third party payment gateway for processing of payment. This facility is managed by the third party payment gateway provider and you are required to follow all the terms and conditions of such third party payment gateway provider.
  • You are responsible for the accuracy and authenticity of the information provided by you, including the bank account number/credit or debit card details and the like. You agree and acknowledge that we shall not be liable and in no way be held responsible for any losses whatsoever, whether direct, indirect, incidental or consequential, including without limitation any losses due to delay in processing of payment instruction or any credit card fraud. For credit card payments, such payment is subject to the approval of the financial institution issuing the credit card and we shall not be liable in any way, if such financial institution refuses to accept or honour the credit card for any reason.
  • ZERODELAY will not be liable and in no way be held responsible, if it is unable to affect any payment instructions on the payment date owing to any one or more of the following circumstances:
  • If the User Information, Payment Information and Biller Information provided by you is inadequate, imprecise or invalid;
  • If your bank account has insufficient funds to cover for the bill amount or when the bill amount exceeds the mutual transaction limit agreed by you with your bank;
  • If the funds available in your payment account are under any charge or encumbrance which prevents the completion of transaction;
  • If your bank or other authorised clearing houses refuses or delays honouring your payment instruction;
  • If payment is not processed by biller upon receipt;
  • If your payment transaction is declined for any other reasons, including but not limited to circumstances arising out of bank strikes, power failure, systems failure like computer or telephone lines, war or threat of war, riot, civil strife, actual or threatened terrorist activity, industrial dispute, adverse weather conditions, natural or nuclear disaster, pandemic or epidemic outbreaks, outbreak of fire or flood and all similar events outside our control.
  • In case, the bill payment is not effected for any reason, you will be intimated about the failed payment by way of an email or by other reasonable means.
  • Any dispute with respect to the bills/invoice raised has to be reported to ZERODELAY within two (2) working days of receipt of bills/invoice, failing which it shall be deemed acceptance of the bills/invoice. You can file any complaint related to payment transfer by sending a mail to support@zero-delay.com and the same shall be forwarded to the concerned third party payment gateway for redressal.

CANCELLATION, RESCHEDULE AND REFUND POLICY

  • Please carefully read the fine prints of each services before booking an appointment through us, as it provides all the details about the services you intend to avail. ZERODELAY’s focus is complete user satisfaction. In the event, if you are dissatisfied with the services provided, we may refund back the money (either in partial or full), provided the reasons are genuine and proved after our inquiry. Our policy for the cancellation, reschedule and refund are as follows.
  • We do not guarantee that you will be able to access or use the services (either directly or through third-party networks) at times or locations of your choosing. ZERODELAY encourages all practitioners/health service providers to use the services responsibly, but we reiterate that we have no control over and cannot guarantee the availability of any practitioner or health service provider at any particular time.
  • In general, the appointments you book are auto confirmed, except as otherwise provided. In some cases, we leave the confirmation of an appointment to the discretion of the practitioners/health service providers like in the case of booking a house visit.
  • ZERODELAY has no liability, if an appointment is confirmed, but later cancelled/postponed/rescheduled by practitioners /health service providers or they are not available as per the given appointment time. We will not be liable for cancelled or otherwise unfulfilled appointments or any injury or loss resulting therefrom or for any other injury or loss resulting or arising from or related to the use of the Apps/Websites whatsoever.
  • As a general rule, in the event where the practitioners/health service providers with whom you have booked an appointment via our Apps/Websites, has not been able to meet the user, then the user will need to write to us at support@zero-delay.com within seven to ten (7-10) working days from the occurrence of such event for processing of refund.
  • If money is already paid via payment gateway, refund will be made to the same account used in the payment gateway at the time of booking an appointment within ten (10) working days of notifying us. Sometimes it might take more than ten (10) working days for the refund amount to reflect in your account, as the time line varies from bank to bank. In case, it has been more than 10 days we request you to check your bank statement and get in touch with your bank and payment gateway.
  • In the event, a service is listed at an incorrect price or with incorrect information due to typographical error or error in pricing or service information, we reserve the right to refuse or cancel your request for online appointments listed at the incorrect price. We hold the right to refuse or cancel any such bookings, whether or not the booking has been confirmed and money has been debited from your account. If you have already been charged for the appointment and the same is cancelled due to typographical error, we shall issue a credit to your bank account in the amount of the charge and issue a refund within a reasonable time.
  • At the sole discretion of ZERODELAY, any user can be denied services or services can be terminated at any point of time by us. We may initiate cancellation/rescheduling prior to service delivery, due to unforeseen circumstances. At ZERODELAY, we will take all possible steps to deliver services at the scheduled time. In case, we are unable to do so, we will request for a mutually agreeable time. If the user disagrees on the rescheduling, then request for cancellation is confirmed. In such cases, no cancellation charges shall apply. If any advance payment been collected, full refund will be made to the user via the respective payment mode used by the user while making the payment, within seven to ten (7-10) working days.
  • If the user wants to cancel the service prior to the consumption of service, such user may request for cancellation by using the relevant options provided in our Apps or by calling our Support Centre within a reasonable time as fixed by ZERODELAY. Cancellation charges as agreed and applicable will be charged from such users. The cancellation policy entails refund of consultation fees only. The convenience fee will not be refunded in cases where the cancellation is initiated at the user end. If any advance amount has been collected prior to service delivery, refund will be made after deduction of cancellation or other charges, if any, to the respective payment mode used by the customer while making payment, within seven to ten (7-10) working days. Where no intimation has been given by the user, then the user agrees to forfeit or pay us appropriate service charges as determined by ZERODELAY.
  • In the event, if it is proved that the practitioners/health service providers have acted in contravention of any applicable laws, then ZERODELAY shall provide complete refund to the user, subject to an investigation undertaken by ZERODELAY.
  • If the cancellation is due to the abusive nature of the user/patient/service seeker, then such user shall not be eligible for any refund and ZERODELAY as well as practitioners/health service providers shall be entitled to take any legal action, depending upon the gravity of the matter.

GEOGRAPHICAL LIMITATIONS

  • The Apps/Websites are controlled and administered by ZERODELAY from its facilities in the territory of India. Presently, our services are made available only within the territorial limits of Chennai and the surrounding areas, that too in selected locations and not necessarily all locations. In the near future, we intend to explore other areas within India. We make no representation that our services are appropriate or available for use in other locations. We intend our services to be used by any user within India.
  • Any use outside of India or use related to activities outside of India is prohibited and at the user’s own risk. Depending on their location and jurisdiction, users are responsible for compliance with any State, Local or Municipal laws as applicable to their use of the services. Notwithstanding the foregoing, our Apps/Websites may contain or provide links to content hosted on websites located outside India.

FEEDBACK

  • You agree that ZERODELAY may contact you through telephone, email, SMS, or any other electronic means of communication for the following purposes and you agree to provide your fullest co-operation to such communication by us:
  • To obtain feedback in relation to our Apps/Websites; and/or
  • To obtain feedback in relation to any services rendered by practitioners/health service providers through our Apps/Websites; and/or
  • To resolve any complaints or queries by users.

CONTACT INFORMATION

  • If you have any question, issue, complaint regarding any of our services, please contact 80-8849-8849 or write to us by mailing support@zero-delay.com.