Terms and Conditions of Service

Effective Date: March 15, 2026
Version: 1.0
Entity: DOCWO SERVICES PRIVATE LIMITED
Registered Office: Building No. 5/257A8, Suite No. 162 B, Heiley Offices, Basement Floor, Pallath Square, Kalamassery, Ernakulam, Kanayannur, Kerala, India, 683104
Contact: support@docwo.com | +91 99614 53665

1. Introduction and Acceptance of Terms

These Terms and Conditions of Service ("Terms", "Agreement") constitute a legally binding electronic agreement between you (whether an individual patient, parent/legal guardian, clinic representative, or doctor, referred to as "User", "You", or "Your") and DOCWO SERVICES PRIVATE LIMITED ("Docwo", "Company", "We", "Us", or "Our"), governing your access to and use of the Docwo mobile applications, website, APIs, clinic queue management systems, and associated software platforms (collectively, the "Platform" or "Services").

By creating an account, booking an appointment, generating a queue token, accessing medical records, or clicking "I Agree" / consenting via our digital onboarding flows, you acknowledge that you have read, understood, and agree to be bound by these Terms, our Privacy Policy, Refund and Cancellation Policy, and Account Deletion and Retention Policy. If you do not agree to these Terms, you must immediately refrain from accessing or using the Platform.

2. Statutory Intermediary Status & No Medical Care Disclaimer

2.1 Technology Intermediary (Safe Harbor under Section 79 IT Act)

Docwo operates strictly as an Intermediary within the meaning of Section 2(1)(w) of the Information Technology Act, 2000 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021. Docwo provides software-as-a-service (SaaS), appointment scheduling, live Out-Patient Department (OPD) queue tracking, digital check-in, and communication infrastructure connecting independent healthcare establishments ("Clinics") and Registered Medical Practitioners ("Doctors" or "RMPs") with patients.

2.2 No Doctor-Patient Relationship with Docwo

Docwo is not a healthcare provider, clinic, hospital, or diagnostic center. Docwo does not practice medicine, offer medical diagnoses, render clinical treatment, or prescribe drugs. Any doctor-patient or hospital-patient relationship created through the Platform is strictly, exclusively, and directly between the User and the respective Doctor or Clinic. Docwo exercises no editorial or clinical control over the medical decisions, advice, consultations, diagnoses, or prescriptions rendered by Doctors.

2.3 Critical Emergency Medical Disclaimer

DOCWO IS NOT DESIGNED, INTENDED, OR EQUIPPED FOR EMERGENCY MEDICAL CARE.

If you or someone you are assisting is experiencing a medical emergency — such as chest pain or pressure, difficulty breathing, acute trauma, heavy bleeding, loss of consciousness, stroke symptoms, acute allergic reaction, poisoning, or severe psychological distress — YOU MUST IMMEDIATELY CALL 112 (NATIONAL EMERGENCY NUMBER) OR PROCEED TO THE NEAREST HOSPITAL CASUALTY / EMERGENCY DEPARTMENT.

Do not attempt to use Docwo for emergency triage or time-critical medical rescue. Docwo disclaims all liability for any adverse health outcomes or fatalities resulting from attempts to use the Platform during a medical emergency.

3. Eligibility and Account Management

3.1 Age and Legal Competence

You must be at least eighteen (18) years of age and possess the full legal capacity to enter into a binding contract under the Indian Contract Act, 1872. If you are under 18 years of age, you are prohibited from registering a primary account. Minors may only access Services as dependent family members under an account owned, operated, and supervised by their parent or legal guardian.

3.2 Account Registration and Security

To access booking features, you must create an account by providing accurate, current, and complete personal information, including your full legal name, verified mobile phone number, and email address.
Account verification requires a One-Time Password (OTP) dispatched to your registered phone number. You are exclusively responsible for maintaining the confidentiality of your login credentials and OTPs.
You agree to immediately notify Docwo of any unauthorized access or security compromise of your account. Docwo shall not be liable for any loss, damage, or clinical record exposure resulting from your failure to safeguard your credentials.

4. OPD Token Scheduling, Live Queues, and Clinic Check-In

4.1 Token Generation and Estimated Queue Priority

When you schedule an in-person appointment, Docwo issues a dynamic Queue Token Number for a designated consultation session.
A Token Number signifies an estimated sequence priority in the clinic's OPD waiting queue. It does not guarantee an exact, down-to-the-minute consultation start time.
Healthcare delivery is inherently unpredictable. Consultations may take longer than anticipated due to clinical complexity, unexpected patient distress, or emergency hospital procedures. You acknowledge and accept that waiting times displayed in the Platform are dynamic real-time estimates subject to change.

4.2 Clinic Check-In and Attendance

Patients are required to arrive at the Clinic premises before their token is called and complete physical check-in using the Clinic's check-in QR code, check-in token, or reception counter.
If a patient is not present when their token is called, the Clinic or Doctor reserves the right to mark the patient as "Absent" / "No-Show" or reassign their token to the end of the queue.
Docwo disclaims all liability for consultation delays, queue reshuffling, or missed appointments resulting from late patient arrivals.

5. Telemedicine Consultations and E-Prescriptions

5.1 Telemedicine Practice Guidelines (TPG 2020) Compliance

Where remote or teleconsultation features are facilitated:

Teleconsultations are conducted strictly pursuant to the Telemedicine Practice Guidelines 2020 issued under the National Medical Commission Act, 2019.
Teleconsultations require informed patient consent, which is implied when the patient initiates a booking request and explicit when initiated by the Doctor.
The consulting Doctor possesses sole professional discretion to determine whether a virtual consultation is clinically appropriate or whether an in-person clinical examination is required. If an RMP deems an in-person visit necessary, the patient must comply.

5.2 Prohibition of Schedule X and Narcotic Prescriptions

Pursuant to Indian law, Doctors are strictly prohibited from prescribing Schedule X drugs (including narcotics, barbiturates, psychotropics such as clonazepam, alprazolam, amphetamines) and injectable medications via telemedicine consultations.
Docwo does not dispense, sell, deliver, or handle pharmaceuticals. Prescriptions generated via the Platform are digital records authored under the sole digital credential and clinical license of the respective RMP.

6. Financial Terms, Convenience Fees, and Payments

6.1 Payment Gateway Processing

Docwo integrates authorized payment aggregators, primarily Razorpay (governed by Reserve Bank of India guidelines), to process consultation fees, advance deposits, and platform convenience fees via Credit/Debit Cards, UPI, Net Banking, and digital wallets.

6.2 Platform Convenience Fees

Docwo may levy a nominal, non-refundable Platform Convenience Fee per transaction to support server maintenance, automated SMS/FCM notifications, and queue synchronization infrastructure. Platform convenience fees are separate from the Doctor's professional consultation fee and are clearly itemized on the payment checkout screen and final invoice.

6.3 Doctor Settlement and Clinic Billing

Docwo collects consultation fees on behalf of the Clinic as a collection agent and disburses net amounts to verified Clinic bank accounts pursuant to automated settlement schedules (less platform commissions and gateway charges). Docwo does not set consultation prices; all professional fees are established independently by participating Clinics.

7. Cancellations and Refunds

All appointment cancellations, rescheduling requests, and refunds are strictly governed by our dedicated Refund and Cancellation Policy, which is incorporated herein by reference:

Patient Cancellation 3 Hours or More Prior to Session Start: Eligible for an 80% refund of the consultation fee (20% retained for payment gateway and administrative costs).
Patient Cancellation Less Than 3 Hours Prior to Session Start: Non-refundable (0% refund) due to the inability to reallocate the reserved medical slot.
Doctor / Clinic Cancellation: 100% full refund automatically dispatched.
Patient No-Show: Non-refundable.
Refund Disbursement: Approved refunds are initiated asynchronously via Razorpay and credited to the original payment source within 5 to 7 banking business days.

8. User Conduct and Prohibited Activities

You agree that you will not engage in any of the following prohibited activities:

Impersonate any person or entity, or falsely state or misrepresent your affiliation with any doctor, patient, or healthcare facility.
Provide forged, fraudulent, or altered identity proofs, age verifications, or medical documents.
Interfere with, disrupt, reverse-engineer, decompile, or breach the security, authentication, or rate-limiting mechanisms of the Platform.
Use automated bots, scrapers, or scripts to harvest doctor schedules, slot availability, or patient information.
Post or transmit defamatory, abusive, obscene, sexually explicit, racially offensive, or unlawful reviews, feedback, or messages.
Threaten, harass, or abuse healthcare professionals, clinic staff, or Docwo customer support personnel.
Attempt to circumvent the Platform to avoid payment of legitimate clinic or platform fees.

Violation of user conduct rules triggers immediate account suspension, deactivation of active tokens, and referral to law enforcement where criminal violations occur.

9. Intellectual Property Rights

The Platform, its visual interface, graphics, interactive architecture, software code, databases, algorithms, trademarks, service marks, and trade names (including "Docwo") are the sole and exclusive intellectual property of DOCWO SERVICES PRIVATE LIMITED and its licensors, protected under the Indian Copyright Act, 1957, Trade Marks Act, 1999, and international IP treaties.
You are granted a limited, non-exclusive, revocable, non-transferable license to access and use the Platform for your personal, non-commercial healthcare management.
You retain ownership of personal medical records you upload; however, you grant Docwo a perpetual, irrevocable, royalty-free, worldwide license to host, encrypt, transmit, and process such data solely as necessary to provide the Services and comply with statutory retention laws.

10. Limitation of Liability

10.1 Absolute Monetary Liability Cap

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT SHALL DOCWO SERVICES PRIVATE LIMITED, ITS DIRECTORS, OFFICERS, EMPLOYEES, AFFILIATES, AGENTS, OR LICENSORS BE LIABLE FOR ANY CLAIM, DEMAND, OR ACTION ARISING OUT OF OR IN CONNECTION WITH THESE TERMS OR THE PLATFORM IN AN AGGREGATE CUMULATIVE AMOUNT EXCEEDING THE LESSER OF:

THE TOTAL PLATFORM CONVENIENCE FEES ACTUALLY PAID BY YOU TO DOCWO IN THE THREE (3) MONTHS IMMEDIATELY PRECEDING THE EVENT GIVING RISE TO LIABILITY; OR
INR 1,000 (INDIAN RUPEES ONE THOUSAND ONLY).

10.2 Exclusion of Consequential and Clinical Damages

IN NO EVENT SHALL DOCWO BE LIABLE FOR:

Any indirect, incidental, special, exemplary, punitive, or consequential damages;
Loss of profits, revenue, data, goodwill, or business opportunity;
Any medical complication, physical injury, wrongful death, misdiagnosis, pharmaceutical side-effect, or clinical error occasioned by any Doctor, Clinic, or third-party healthcare provider;
Clinic delays, rescheduling, or extended queue waiting times.

11. Indemnification

You agree to defend, indemnify, and hold harmless DOCWO SERVICES PRIVATE LIMITED, its directors, officers, employees, agents, and affiliates from and against any and all claims, liabilities, damages, losses, costs, and expenses (including reasonable attorneys' fees) arising out of or related to:

Your violation of these Terms or any applicable statutory law or regulation;
Your misuse of the Platform or fraud in booking appointments or providing medical details;
Any clinical dispute or communication between you and any Doctor or Clinic;
Any infringement by you of any third-party intellectual property or privacy rights.

12. Force Majeure

Neither Docwo nor participating Clinics shall be liable for any failure or delay in performing obligations under these Terms due to circumstances beyond reasonable control, including acts of God, floods, fires, earthquakes, epidemics, pandemics, government lockdowns, war, civil unrest, terrorist acts, power outages, internet service provider outages, telecommunication carrier failures, cloud infrastructure downtime, or cyber-attacks.

13. Modifications to Terms

Docwo reserves the right to amend or update these Terms at any time to reflect legislative updates, platform enhancements, or changing business practices.
Material amendments will be notified via email, SMS, or prominent in-app banners at least fifteen (15) days prior to their effective date.
Following publication of an updated policy version, Docwo's consent system will require you to actively review and accept the updated Terms upon your next authenticated login. Continued use of the Platform after such consent constitutes binding agreement to the revised Terms.

14. Governing Law, Dispute Resolution, and Jurisdiction

14.1 Governing Law

These Terms and any dispute or claim arising out of or related to them shall be governed by, construed, and enforced in accordance with the substantive laws of the Republic of India, without regard to conflict of law principles.

14.2 Mandatory Arbitration

Any dispute, controversy, or claim arising out of or relating to this Agreement, including its formation, validity, breach, or termination, shall be referred to and finally resolved by binding arbitration conducted by a sole arbitrator mutually appointed by the parties.

The seat and legal venue of arbitration shall be Ernakulam / Kochi, Kerala, India.
The arbitration shall be conducted in accordance with the Arbitration and Conciliation Act, 1996 (as amended).
The arbitration proceedings shall be conducted in the English language.
The arbitral award shall be final, conclusive, and binding upon both parties.

14.3 Exclusive Court Jurisdiction

Subject to the arbitration clause above, the competent courts situated in Ernakulam / Kochi, Kerala, India shall have sole and exclusive territorial and subject-matter jurisdiction over any legal proceedings arising under or related to these Terms.

15. Grievance Redressal and Statutory Officer Details

Pursuant to Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and Section 8 of the Digital Personal Data Protection Act, 2023, the designated Grievance Officer for Docwo is:

Title: Grievance Redressal Officer
Company: DOCWO SERVICES PRIVATE LIMITED
Office Address: Building No. 5/257A8, Suite No. 162 B, Heiley Offices, Basement Floor, Pallath Square, Kalamassery, Ernakulam, Kanayannur, Kerala, India, 683104
Email: grievance@docwo.com
Customer Support Desk: support@docwo.com
Telephone Helpline: +91 99614 53665 (Mon–Sat, 10:00 AM – 6:00 PM IST)

Grievance Resolution Timelines:

Acknowledgment: Within forty-eight (48) hours of receipt.
Redressal / Resolution: Within fifteen (15) business days (and in any event, not exceeding thirty (30) days from receipt).