Terms of use

Last updated: 11 May 2026. These terms govern your use of the website, the Nirmala AI assistant, our WhatsApp service and care delivered at any Nirmala Health centre operated by RAYAN AI HEALTHTECH PRIVATE LIMITED.

⚠ Draft. Template only — must be reviewed by your legal counsel before publication.

1. Acceptance

By booking an appointment, talking to our AI assistant, calling us, or visiting a Nirmala centre, you agree to these terms and to our Privacy Policy. If you do not agree, please do not use our services.

2. Not a medical emergency service

Nirmala Health is not an emergency-response service. For chest pain, breathlessness, loss of consciousness, accidents, severe bleeding or any other emergency, dial 112 or visit your nearest hospital immediately.

3. AI assistant — limits

Our AI assistant is an informational tool. It does not diagnose, prescribe or replace a qualified doctor. Treat its responses as general guidance and confirm anything important with one of our clinicians before acting on it.

4. Bookings and cancellations

Slots are confirmed by phone or WhatsApp within 30 minutes of booking during working hours.
You may cancel or reschedule up to 2 hours before your slot at no charge.
If you no-show twice without notice, we may decline future online bookings.

5. Payments and refunds

Consultation fees are payable in advance for online bookings; in-clinic visits may be settled at reception.
Refunds for cancellations made before the 2-hour cutoff are processed within 7 working days.
Lab tests, once samples are collected, are non-refundable.
Prescription medicines, once dispensed, are non-returnable except for verified quality issues.

6. Telemedicine

Teleconsultations follow the Telemedicine Practice Guidelines, 2020 issued by the National Medical Commission. Prescriptions issued during a teleconsultation are valid only for the conditions and medicines permitted under those guidelines.

7. Your responsibilities

Provide accurate health information, history and current medication list.
Disclose allergies and prior reactions before any procedure.
Do not share account access (OTPs, login links) with anyone, including family members.

8. Intellectual property

The Nirmala Health brand, logo, website design, app and content are owned by RAYAN AI HEALTHTECH PRIVATE LIMITED. You may not copy, scrape, mirror or otherwise reuse them without written permission.

9. Limitation of liability

Subject to applicable law, our total liability for any claim arising out of your use of our services is limited to the amount you paid to us in the 12 months preceding that claim. Nothing in these terms excludes liability that cannot legally be excluded — including liability for death or personal injury caused by our negligence.

10. Governing law

These terms are governed by the laws of India. Courts at Lucknow have exclusive jurisdiction over any dispute.

11. Contact

Questions about these terms: info@nirmala.health. Grievances: info@nirmala.health.