MediWalkers Health Private Limited · Version 1.0 · Applicable service region: India · Website: https://www.mediwalkers.com · Contact: info@mediwalkers.com
PLEASE READ THESE TERMS CAREFULLY. They govern use of the MediWalkers website, mobile applications, patient and doctor portals, healthcare marketplace, and associated services. Service-specific terms and informed-consent notices may also apply.
1. About MediWalkers
MediWalkers Health Private Limited (“MediWalkers”, “we”, “us”, “our”) operates a technology platform to facilitate access to healthcare services. Its registered office is 8-2-293/82/A/89, Flat No. 3, 3rd Floor, Jubilee Hills, Hyderabad – 500033, Telangana, India.
These Terms of Service (“Terms”) apply to visitors, patients, family members, healthcare professionals, clinics, hospitals, laboratories, pharmacies, caregivers, and other platform users (“you”). A hospital or enterprise customer may also be subject to a separately signed agreement.
2. Services covered
The Platform may enable (a) discovery and booking of doctors, specialists, and in-person consultations; (b) video/audio teleconsultations and second opinions; (c) digital prescriptions and access to health documents; (d) diagnostic test booking and laboratory referrals; (e) pharmacy partner connections; (f) preventive health checks; (g) companion care, home or hospital assistance coordination; (h) healthcare billing and support; and (i) HMS, electronic health record, and related software-as-a-service offerings.
The actual availability, geographic coverage, eligibility, features, provider participation, prices, and commercial terms may vary. A listed feature is not a guarantee that it is currently available to every user.
3. Nature of the platform and medical responsibility
Unless expressly stated for a specific service, MediWalkers acts as a technology and coordination platform, not as the physician providing the consultation, treating hospital, diagnostic laboratory, pharmacy, or professional caregiver. Registered healthcare professionals and independent providers are responsible for their own clinical assessments, advice, diagnoses, prescriptions, tests, treatment decisions, and professional standards.
MediWalkers does not guarantee any particular diagnosis, treatment outcome, appointment availability, medical result, or suitability of a particular provider. Nothing in these Terms excludes responsibility that cannot lawfully be excluded.
4. Not for emergencies
THE PLATFORM IS NOT AN EMERGENCY RESPONSE SERVICE. Do not rely on a booking, chat, or video consultation in a medical emergency. Seek immediate in-person medical attention or contact the appropriate local emergency services (including 112 in India where available).
If a clinician considers telemedicine inappropriate, the clinician may require an in-person examination or emergency referral.
5. Eligibility, minors and authorized representatives
Users must be legally able to accept these Terms or use the services through a parent or lawful guardian where applicable. A parent or guardian booking for a minor represents that they are authorized to act on the minor’s behalf and must provide accurate patient details.
You must not impersonate another person or create an account for someone without appropriate authorization. Certain services may require age verification, identification, or additional clinical consent.
6. Registration and account security
You agree to provide accurate, current, and complete information; maintain the confidentiality of login credentials and one-time passwords; protect account access; and promptly notify us about suspected unauthorized activity.
You are responsible for activities carried out using your account to the extent attributable to you, subject to applicable law. We may suspend access where reasonably necessary to address fraud, security risks, or misuse.
7. Appointments and booking confirmation
Appointment times displayed on the Platform are subject to provider availability and final confirmation. A successful payment or booking request does not guarantee clinical acceptance or completion of a consultation. We will provide booking status and material schedule changes through available channels.
Users should arrive or join at the scheduled time, provide information needed for care, and follow any reasonable instructions from the relevant provider. A provider may reschedule, decline, or discontinue a consultation for medical, regulatory, safety, or operational reasons.
8. Teleconsultations and second opinions
Teleconsultations may be conducted using video, audio, or another clinically appropriate mode, subject to applicable Indian telemedicine guidance. Patient and practitioner identity and consent may need to be verified or recorded. The practitioner decides whether remote consultation is clinically appropriate and whether an in-person examination is needed.
Second opinions are assessments based on information available to the consulting professional; they do not replace ongoing care, create a guarantee of outcome, or require another provider to adopt their conclusions. Patients should not change or stop treatment solely because of a platform listing or automated reminder.
Video/audio communication may rely on third-party communications technology. Zoom Video SDK consultation recording is disabled by default in the currently described MediWalkers configuration. If a recording feature is enabled later, it must be subject to a separate, appropriate notice and consent process.
9. Prescriptions, tests and pharmacy services
Only appropriately authorized medical practitioners may issue prescriptions within applicable professional rules. A consultation does not guarantee that a prescription will be issued. Medicines requiring physical examination or otherwise prohibited for remote prescribing may not be prescribed through telemedicine.
Labs and pharmacies may be independent service providers. Their availability, collection, sample handling, test interpretation, medicine stock, delivery, returns, and regulated obligations are governed by applicable law and disclosed partner terms. Do not use the Platform to seek prohibited medicines or falsify prescriptions.
10. Companion care and patient assistance
Companion care may involve escorting, non-clinical assistance, booking coordination, status updates, and related support, as described at booking. Such services are not automatically nursing, ambulance, emergency, or medical treatment services unless specifically contracted and performed by appropriately qualified providers.
You must disclose material mobility, accessibility, location, safety, and assistance requirements in advance. Service scope, timing, staff assignment, cancellations, and any extra charges must be disclosed in the applicable booking details.
11. Fees, taxes and payment processing
Prices, consultation fees, platform or convenience charges, applicable taxes, and any extra service fees will be displayed before the user authorizes payment or otherwise communicated in the applicable agreement. Some charges may be collected on behalf of independent providers. Invoices and payment receipts will identify relevant charges as applicable.
Payments may be processed by third-party gateways. Do not send card security codes or passwords to support staff. Prices and promotional offers may change prospectively; confirmed transactions remain subject to the terms communicated at booking and applicable law.
12. Cancellations, rescheduling and refunds
The applicable cancellation, rescheduling, no-show, and refund terms will be presented at booking or under the separately published Cancellation and Refund Policy. Eligibility may differ between consultations, diagnostic services, pharmacy orders, companion care, and subscription software.
Where a practitioner or partner cannot deliver a confirmed prepaid service, the issue will be reviewed for rescheduling or an appropriate refund in accordance with applicable law and the disclosed policy. Statutory consumer rights are not limited by these Terms. No fixed refund timeline or cancellation fee is promised in these Terms unless separately published.
13. Doctor and healthcare professional obligations
Doctors and healthcare professionals must maintain valid professional registration, licenses and credentials; provide accurate profile information; follow applicable medical ethics, telemedicine, recordkeeping, patient-consent, confidentiality and prescribing rules; and independently exercise professional judgment.
Providers must not post misleading credentials, solicit prohibited payments, fabricate reviews, misuse patient information, or offer services outside their lawful scope. MediWalkers may seek verification and take proportionate action against inaccurate or non-compliant listings, without guaranteeing continuous validation of every credential.
14. Hospital, clinic and HMS / SaaS services
HMS modules, clinical records, patient administration, appointment systems, billing, reporting, and related enterprise services are governed by any separate signed subscription agreement, service order, business associate/data-processing terms, or product-specific terms. Such agreements control in case of conflict for those services.
Each hospital or clinic is responsible for the clinical and organizational data it submits and for authorizing personnel access. The parties should document their respective data fiduciary / processor responsibilities, security obligations, authorized integrations, retention, migration, and end-of-contract access or export procedures. No unagreed uptime guarantee or unlimited data retention commitment is created by these Terms.
15. Privacy and personal information
Personal information, including sensitive health-related information, is handled in accordance with our separate Privacy Policy and applicable law. Visit https://www.mediwalkers.com/privacy-policy. Separate consent or notices may be required for certain healthcare workflows, communications, integrations, or data processing activities.
Please submit only information reasonably necessary for the requested service and do not upload the records of another individual without proper authority.
16. Communications and service notifications
We may send transactional messages for appointment confirmation, consultation reminders, receipts, security alerts, service updates, and support through app notifications, email, SMS, phone, or supported messaging channels. Marketing messages are subject to applicable consent and opt-out requirements.
Internet connections and electronic communications may experience delays. Important clinical advice should be confirmed directly with the treating professional.
17. User content and medical documents
You retain rights you lawfully hold in the information and documents you submit. You grant MediWalkers and its authorized service providers a limited right to host, transmit, display, store, and process such content as reasonably required to deliver requested services, comply with law, and operate the Platform, subject to our Privacy Policy.
You represent that information submitted is accurate to the best of your knowledge and that you have the right to provide it. We may restrict unlawful or harmful content and respond to credible complaints.
18. Acceptable use and prohibited activities
You must not: (a) use the Platform unlawfully; (b) impersonate a doctor, patient, or representative; (c) provide fraudulent credentials or prescriptions; (d) harass, threaten, or abuse others; (e) scrape, bulk-harvest, or sell user or patient data; (f) attempt unauthorized access, reverse engineering, malware distribution, or disruption; (g) manipulate reviews or ratings; or (h) infringe intellectual property or confidentiality rights.
We may investigate violations and impose reasonable access restrictions, subject to applicable law and user redressal rights.
19. Intellectual property
The MediWalkers name, logos, designs, software, interface content, trademarks, and related materials are owned by or licensed to the relevant rights holders. Except as expressly permitted, you may not reproduce, modify, distribute, or commercially exploit Platform materials.
Users may use the Platform solely for its intended lawful purposes. Open-source and third-party components remain subject to their applicable licenses.
20. Third-party services and links
The Platform may link to or integrate services from independent doctors, hospitals, diagnostic providers, pharmacies, payment processors, communication providers, or other vendors. Third parties may have separate terms and privacy notices. Where a service is independently supplied, the provider is responsible for the portions it controls, subject to applicable law and MediWalkers’ own legal obligations.
The inclusion of a provider or link is not a guarantee of quality, availability, or medical outcomes.
21. Availability, modifications and interruption
We endeavor to maintain reliable services but do not promise uninterrupted, error-free access. Maintenance, internet outages, third-party failures, cyber incidents, and force majeure events can affect operation. Where practical, we will communicate material planned interruptions or changes affecting confirmed services.
We may improve, change, or discontinue features prospectively, subject to existing contractual commitments, statutory rights, and reasonable notice where required.
22. Disclaimers and allocation of responsibility
To the extent permitted by applicable law, the Platform and informational content are provided without a guarantee that they are suitable for every medical condition or use case. General website information is educational and not a substitute for individual medical evaluation.
Nothing in these Terms disclaims liability for fraud, willful misconduct, gross negligence, medical negligence where applicable, statutory consumer protections, or any responsibility that cannot be excluded under law.
23. Liability
Each party is responsible for its own acts and omissions to the extent prescribed by law. MediWalkers is not automatically responsible for every independent professional judgment or third-party service failure, but remains responsible for its own applicable contractual and statutory duties.
Any limitation of liability in a separate enterprise contract applies only to the extent lawful and to the services covered by that contract. These consumer Terms do not impose an arbitrary blanket cap on patient claims or deny non-waivable remedies.
24. Suspension and termination
You may stop using the Platform or request account closure, subject to continuing clinical, financial, recordkeeping, and legal obligations. We may suspend or terminate access where reasonably necessary for security, unlawful use, repeated misuse, or material breach, with notice where feasible.
Termination does not necessarily erase records that must be retained under applicable law. Unresolved payments, disputes, and other surviving legal obligations remain enforceable to the extent applicable.
25. Complaints, support and dispute resolution
For booking, payment, service quality, privacy, or account complaints, contact info@mediwalkers.com. Grievance Officer: Abhishek Reddy Baddam. Please include the booking or transaction reference where available and do not send unnecessary sensitive medical details in an unsecured message.
We aim to acknowledge and address complaints within applicable legal timelines. Users retain the right to approach competent consumer, regulatory, professional, or judicial authorities. These Terms do not impose mandatory private arbitration on consumers.
26. Governing law and jurisdiction
These Terms are governed by the laws of India. Subject to applicable mandatory consumer jurisdiction rules and other statutory remedies, courts with competent jurisdiction in Hyderabad, Telangana may hear disputes arising from these Terms. This clause does not deprive users of rights to file proceedings in another forum where law permits.
27. Updates to Terms
We may revise these Terms to reflect service, legal, security, and business changes. The current version and effective date will appear on the Platform. Material changes will be notified when legally required. Continued use after an effective change may indicate acceptance where permitted, but will not substitute for express consent required by law.
28. Contact and registered office
MEDIWALKERS HEALTH PRIVATE LIMITED
Registered office: 8-2-293/82/A/89, Flat No. 3, 3rd Floor, Jubilee Hills, Hyderabad – 500033, Telangana, India.
Website: https://www.mediwalkers.com\
Email / support / grievance correspondence: info@mediwalkers.com
Grievance Officer: Abhishek Reddy Baddam
For payments, refunds, hospital subscriptions, partner contracts, and data processing, additional service-specific disclosures and agreements may apply.