Terms & Conditions
These Terms and Conditions ("Terms") constitute a legally binding agreement between you and WEHEAL, governing your access to and use of our website, mobile applications, and healthcare services. By accessing our services or booking appointments, you acknowledge that you have read, understood, and agree to be bound by these Terms.
WEHEAL provides comprehensive home healthcare services in India, including medical consultations, physiotherapy, nursing care, laboratory diagnostics, genetic testing, and telemedicine services.
Introduction
WEHEAL is committed to providing high-quality home healthcare services while maintaining the highest standards of patient safety, privacy, and legal compliance. These Terms establish the framework for our professional relationship and outline the rights and responsibilities of all parties involved.
Acceptance of Terms
By using WEHEAL's services, you affirm that you are at least 18 years old and have the legal capacity to enter into these Terms. If you are accessing services on behalf of a minor or incapacitated person, you represent that you have legal authority to act on their behalf.
These Terms incorporate our Privacy Policy and any service-specific terms provided at the time of booking.
Medical Disclaimer
NOT MEDICAL ADVICE: Information provided through our website, mobile applications, or healthcare professionals is for informational purposes only and does not constitute medical advice, diagnosis, or treatment.
PROFESSIONAL JUDGMENT: Our healthcare providers exercise independent professional judgment. Treatment outcomes may vary based on individual health conditions, compliance with treatment plans, and other factors beyond our control.
TELEMEDICINE LIMITATIONS: Telemedicine consultations are not appropriate for all medical conditions and do not replace in-person examinations when clinically indicated.
NO GUARANTEES: While we strive to provide high-quality care, we cannot guarantee specific health outcomes or cure any medical condition.
Service Scope
WEHEAL provides the following healthcare services at patients' residences:
- Doctor consultations and medical examinations
- Physiotherapy and rehabilitation services
- Nursing care and medical assistance
- Laboratory sample collection and testing
- Genetic testing and counseling
- Telemedicine consultations
- Health monitoring and follow-up care
Services are subject to healthcare provider availability, patient location, and medical necessity.
Home Visit Policy
LOCATION REQUIREMENTS: Services are provided at the patient's residence. You must ensure safe access for our healthcare professionals, including adequate space for equipment and examinations.
SAFETY STANDARDS: Our professionals follow strict infection control and safety protocols. Patients must maintain a clean and safe environment for service delivery.
THIRD-PARTY PRESENCE: A responsible adult may be required to be present during certain procedures or examinations.
WEATHER CONDITIONS: Services may be rescheduled due to extreme weather conditions affecting travel safety.
Booking & Appointments
Appointments may be booked through our website, mobile application, WhatsApp, or telephone helpline. We recommend booking in advance to ensure preferred time slots.
Appointment confirmations will be sent via SMS, email, or app notification. Please verify all details and contact us immediately if there are any discrepancies.
We reserve the right to modify appointment schedules based on healthcare provider availability or medical priorities.
Cancellation & Refund Policy
CANCELLATION TIMELINES:
- More than 24 hours before appointment: Full refund
- 12-24 hours before appointment: 50% refund
- Less than 12 hours before appointment: No refund
- No-show appointments: No refund
REFUND PROCESSING: Refunds are processed within 7-10 business days to the original payment method. Processing times may vary based on payment provider policies.
FORCE MAJEURE: Cancellations due to natural disasters, pandemics, or government restrictions are eligible for full refunds.
Payment Terms
PAYMENT METHODS: We accept cash, credit/debit cards, UPI, net banking, and digital wallets. All payments must be made at the time of service unless otherwise arranged.
BILLING ACCURACY: Service charges are based on our published rates. Additional charges may apply for special requirements, extended visits, or emergency services.
PAYMENT DISPUTES: Any billing disputes must be raised within 7 days of service. We will investigate and resolve disputes within 14 business days.
LATE PAYMENTS: Outstanding payments may result in service suspension or legal action.
Diagnostic & Genetic Test Disclaimer
TEST ACCURACY: Laboratory tests and genetic screenings are performed by certified laboratories. While we strive for accuracy, no diagnostic test is 100% infallible.
GENETIC TESTING: Genetic tests provide probabilistic information about disease risk. Results should be interpreted by qualified genetic counselors and should not be used as the sole basis for medical decisions.
FOLLOW-UP CARE: Abnormal test results require appropriate medical follow-up. WEHEAL does not provide ongoing treatment for conditions identified through testing.
TEST LIMITATIONS: Test results may be affected by various factors including sample quality, timing, and individual physiological variations.
Doctor & Nurse Responsibility Clause
Our healthcare professionals are licensed and qualified practitioners who adhere to the Indian Medical Council guidelines and nursing council standards.
Healthcare providers exercise independent professional judgment and are responsible for the medical care they provide within their scope of practice.
WEHEAL facilitates service delivery but does not assume direct responsibility for individual clinical decisions made by healthcare providers.
Patient Responsibility
Patients are responsible for:
- Providing accurate medical history and current health information
- Disclosing all medications, allergies, and relevant health conditions
- Following healthcare provider instructions and treatment plans
- Ensuring safe access and appropriate environment for service delivery
- Timely payment for services rendered
- Respecting healthcare provider privacy and professional boundaries
Limitation of Liability
WEHEAL's liability for any claims arising from healthcare services is limited to the amount paid for the specific service in question, not exceeding INR 50,000.
We shall not be liable for indirect, incidental, consequential, or punitive damages, including but not limited to loss of income, business interruption, emotional distress, or third-party claims.
This limitation applies to all claims including negligence, breach of contract, or any other legal theory.
Intellectual Property
All content on our website and mobile applications, including text, graphics, logos, images, software, and service marks, is the property of WEHEAL or our licensors and is protected by Indian copyright and trademark laws.
You may not reproduce, distribute, modify, or create derivative works without our express written permission.
User Conduct Policy
You agree not to:
- Use our services for any unlawful or fraudulent purpose
- Harass, abuse, or threaten our healthcare professionals
- Provide false or misleading information
- Attempt to circumvent our booking or payment systems
- Share confidential medical information without authorization
- Use our services in a manner that could harm our reputation
Violation of these policies may result in immediate service termination and legal action.
Third-Party Services
Our services may involve third-party laboratories, diagnostic centers, or healthcare partners. While we select reputable partners, we are not responsible for their independent actions or policies.
Links to third-party websites or services are provided for convenience only. WEHEAL is not responsible for the content, privacy practices, or services of third parties.
Emergency Disclaimer
MEDICAL EMERGENCY: WEHEAL services are not designed or intended for medical emergencies requiring immediate hospitalization or intensive care.
EMERGENCY RESPONSE: In case of medical emergencies, immediately contact emergency services (108) or proceed to the nearest hospital.
NO LIABILITY: WEHEAL assumes no responsibility for delays in emergency care or outcomes resulting from choosing non-emergency services.
Governing Law
These Terms are governed by and construed in accordance with the laws of India. All disputes shall be subject to the exclusive jurisdiction of the courts in Bangalore, Karnataka.
We encourage resolution of disputes through mediation and arbitration before pursuing litigation.
Modifications to Terms
WEHEAL reserves the right to modify these Terms at any time. Changes will be effective immediately upon posting on our website or mobile applications.
We will notify users of significant changes through email, SMS, or in-app notifications. Continued use of our services constitutes acceptance of modified Terms.
Contact Details
For questions about these Terms or to report concerns:
WEHEAL Legal & Compliance Team
Email: legal@weheal.com
Phone: +91 86886 78813
Address: Bangalore, Karnataka, India
We are committed to addressing your concerns within 48 hours.