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Terms of Service

Effective: 6 May 2026 · Version: 1.0

1. About these terms

These terms govern your use of the Shivam Medicare clinic and the related online services at shivammedicare.in and our patient app. By registering as a patient, booking an appointment, or using any of our online services, you agree to these terms.

2. Our services

Shivam Medicare is the family medical practice of Dr. Gaurav Chhaya in Ahmedabad. We offer in-person consultations, prescription services, lab and pharmacy coordination, medical certificates, and related care. The online platform helps you book appointments, receive prescriptions, and stay in touch with the clinic.

3. Your account

When you register, we issue you a permanent patient identifier (in the format SMC-YYYY-NNNNNN) that anchors your record across visits, even if your phone number, name, or address changes.

You are responsible for keeping your phone (which we use for login) secure. If you lose access to your phone, please come to the clinic with identification so we can verify and update your record. We will never restore access to a phone number without verification.

4. Booking, fees, and payments

Consultation fees are shown when you book. You can pay online through Razorpay or in person at the clinic. We do not store your card or banking details — payments are processed by Razorpay under their terms.

Receipts are issued in compliance with applicable GST exemption rules for healthcare services.

5. Cancellation and rescheduling

You may cancel or reschedule an appointment up to 2 hours before the scheduled time at no charge. Last-minute cancellations and no-shows may forfeit the consultation fee at the clinic’s discretion. To request a refund or reschedule, please contact the clinic.

6. How to use the platform responsibly

Please:

  • Provide accurate information at registration. Wrong information can affect the safety of your treatment.
  • Use your own account. Do not share your phone number access with someone else if it would let them see your medical records.
  • Treat the clinic team with respect, in person and online.

We reserve the right to refuse service to anyone who behaves abusively or attempts to misuse the platform.

7. Medical limitations and emergencies

This platform is not for medical emergencies. If you are experiencing a medical emergency — chest pain, severe bleeding, breathing difficulty, loss of consciousness, or any other urgent symptom — please call 108 (Indian emergency services) or go to the nearest emergency room immediately.

Our online services (messages, AI assistant, voice notes) are not a substitute for in-person clinical assessment. They support the relationship between you and your doctor; they do not replace it.

Our AI assistant, when you choose to use it, provides information and guidance only. It does not diagnose, prescribe, or interpret your lab results. A human practitioner reviews and signs every prescription and certificate we issue.

8. Pharmacy and laboratory coordination

We may share your prescription with a pharmacy of your choice and your test orders with a laboratory of your choice. Each transfer is scoped to the active order. The pharmacy and laboratory have their own terms and privacy policies.

9. Termination

You may close your account at any time by writing to us. Your clinical records will be retained for the period required by law, after which they are deleted or anonymised in accordance with our Privacy Policy.

We may close or suspend an account if it is being used in a way that violates these terms or the law, after giving you a chance to respond.

10. Limitations of liability

We provide our services in good faith and to the standard of care expected of a family medical practice in India. To the extent permitted by law, we are not responsible for outcomes caused by inaccurate information you provide, by your use of third-party services we link to, or by force majeure events beyond our control.

Nothing in these terms limits any liability that cannot be excluded under Indian law — in particular, liabilities relating to medical negligence and consumer protection.

11. Governing law

These terms are governed by the laws of India. Any dispute will be subject to the jurisdiction of the courts at Ahmedabad, Gujarat.

12. Changes to these terms

We may update these terms from time to time. When we make a meaningful change, we will tell you and ask you to review the new version. Continued use of the platform after notification means you accept the updated terms. The version and effective date at the top of this page reflect the current terms.

13. How to contact us

For any question about these terms or our services: