Terms & Conditions

ShifaLink functions as an "Intermediary" under Section 79 of the Information Technology Act, 2000 (India). You acknowledge and agree that:

• Independent Practitioners: Doctors, medical specialists, hospital departments, nursing staff, and physiotherapists registered on ShifaLink are independent practitioners and not employees or agents of ShifaLink.
• No Doctor-Patient Relationship with ShifaLink: Using ShifaLink does not establish a doctor-patient relationship between you and ShifaLink. That relationship exists exclusively between you and the specific healthcare provider with whom you book an appointment.
• Verification: While ShifaLink verifies official Medical Council registrations and identity documentation of onboarding doctors and home care providers, ShifaLink does not endorse, guarantee, or warrant any specific medical outcome or treatment.

ShifaLink offers dynamic token allocation to minimize physical waiting room congestion at clinics and hospitals:

• Estimated Times: Real-time queue wait estimates provided in the mobile app are calculated dynamically based on average consultation durations. Doctors may spend varying amounts of time per patient or may attend to critical emergency triage cases, which can shift token call times.
• Physical Presence: It is your responsibility to monitor your token progress in the app and arrive at the clinic prior to your token being called. If you fail to appear when your token is called, the clinic may mark you as a "No Show" or reassign your position.
• Clinic Autonomy: Individual hospitals and private clinics retain absolute discretion over clinical triage, emergency priority, and clinic floor operations.

When booking at-home healthcare visits (such as post-operative nursing, elderly assistance, wound dressing, or physical therapy):

• You must provide an accurate home address and accessible contact telephone number.
• You must ensure a safe and respectful home environment for visiting healthcare personnel.
• An adult family member or guardian must be present on the premises during homecare sessions.
• Home healthcare providers reserve the right to decline or terminate a visit if they encounter abusive behavior, unsafe conditions, or medical conditions beyond homecare scope.

All electronic payments on the ShifaLink mobile app and website are processed securely via our payment gateway partner, Razorpay Software Private Limited.

• Pricing Transparency: The total fee for an appointment or home care visit (including doctor consultation fees, home care rates, platform convenience fees, and applicable taxes) is clearly displayed prior to final payment authorization.
• Authorized Payment Modes: Supported payment instruments include UPI (Google Pay, PhonePe, Paytm, BHIM), Credit Cards, Debit Cards, Net Banking, and approved Digital Wallets.
• Cardholder Security: All payment transactions are encrypted using bank-grade 128-bit SSL/TLS encryption. ShifaLink complies with RBI guidelines and never stores full payment card numbers, CVVs, or bank credentials.
• Cancellations & Refunds: In the event an appointment is cancelled, refunds will be processed in accordance with our Cancellation & Refund Policy within 5–7 business days to the original payment source.

You agree NOT to:

• Provide false, forged, misleading, or impersonated identity or medical credentials.
• Use automated bots, scrapers, or scripts to hoard clinic appointment slots or overload queue systems.
• Abuse, threaten, or harass treating medical staff, nurses, home care attendants, or customer support representatives.
• Attempt to reverse-engineer, decompile, or attack ShifaLink APIs, servers, or WebSocket infrastructure.

To the maximum extent permitted by applicable Indian law, ShifaLink, its directors, officers, employees, and parent company (AQOOI) shall NOT be liable for:

• Any medical malpractice, negligence, diagnostic error, or treatment failure committed by independent doctors or hospitals.
• Any delay, cancellation, or alteration of appointment slots by clinics due to emergency surgeries or force majeure events.
• Any loss of data, unauthorized device access, or telecommunications network interruptions beyond our direct control.
• Any indirect, punitive, special, or consequential damages arising from the use of our digital platforms.

8. Governing Law & Dispute Resolution

These Terms of Service and any contractual relationship arising between you and ShifaLink shall be governed by, construed, and enforced in accordance with the laws of India. Any legal dispute, action, or proceeding shall be subject to the exclusive jurisdiction of the competent courts located in Srinagar, Jammu & Kashmir, India.

9. Contact & Grievance Redressal

For questions regarding these Terms, or to report a violation, please contact our Legal and Grievance Desk: