1. Acceptance of Terms

By downloading, installing, or using EzerHeal ("the Platform"), you agree to be bound by these Terms of Service. The Platform is operated by ESPR Creative Lab ("we", "our", "us").

2. Services

EzerHeal is a telemedicine platform that facilitates:

Video and chat consultations between patients and registered medical practitioners
Medicine ordering and delivery
Lab test booking and report delivery
Hospital and clinic discovery

EzerHeal is a technology platform and does not provide medical advice directly. All medical opinions and prescriptions are provided by independent, licensed healthcare professionals.

3. Eligibility

You must be at least 18 years of age to create an account. Minors may use the Platform under the supervision of a parent or legal guardian who accepts these Terms on their behalf.

4. Doctor Registration

Healthcare professionals must provide valid medical council registration (NMC/SMC), degree certificates, and government-issued identification. All credentials are verified before a doctor can appear in patient search results.

Doctors must comply with the Telemedicine Practice Guidelines 2020 issued by the Board of Governors of the Medical Council of India.

5. Consultations

Video Consultations: Minimum 5 minutes, maximum 30 minutes. Sessions auto-end at 30 minutes with a warning at 25 minutes.

Chat Consultations: 24-hour window from the first message. Doctors are expected to respond within 2 hours during working hours.

Patients must provide informed consent before each teleconsultation, as required by the Telemedicine Practice Guidelines 2020.

6. Payments and Refunds

All payments are processed through Razorpay in Indian Rupees (INR). Refund policy:

Cancellation more than 2 hours before appointment: Full refund to wallet
Cancellation 1-2 hours before: 50% refund to wallet
Cancellation less than 1 hour before: No refund
Doctor cancellation or no-show: Full refund plus wallet credit

7. Account Responsibilities

You are responsible for maintaining the confidentiality of your account credentials and for all activities under your account. You must provide accurate, current, and complete information during registration. You must not share your account with others or create multiple accounts. You must notify us immediately of any unauthorised use of your account.

8. Intellectual Property

All content, features, and functionality of the Platform — including the EzerHeal name, logo, design system, software code, and documentation — are owned by ESPR Creative Lab and are protected by Indian and international intellectual property laws.

You may not copy, modify, distribute, sell, or lease any part of the Platform without our prior written consent. Medical content generated during consultations (prescriptions, notes) belongs to the respective healthcare professional and patient as governed by medical regulations.

9. Limitation of Liability

EzerHeal is a technology platform that facilitates connections between patients and healthcare professionals. We are not responsible for the medical advice, diagnosis, or treatment provided by doctors on the Platform.

To the maximum extent permitted by Indian law, ESPR Creative Lab shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, data, or health outcomes, arising out of or related to your use of the Platform.

Our total liability for any claim arising from these Terms shall not exceed the amount you paid to us in the 12 months preceding the claim.

In case of a medical emergency, please contact your nearest hospital or call emergency services (112) immediately. Do not rely solely on teleconsultation for emergencies.

10. Termination

We may suspend or terminate your account if you violate these Terms, engage in fraudulent activity, or misuse the Platform. You may delete your account at any time through the app (Settings > Account > Delete Account). Upon termination, your right to use the Platform ceases immediately. Provisions that by their nature should survive termination (including limitation of liability, intellectual property, and governing law) shall survive.

11. Dispute Resolution

Any dispute arising from these Terms shall first be resolved through good-faith negotiation. If unresolved within 30 days, the dispute shall be referred to a sole arbitrator appointed under the Arbitration and Conciliation Act, 1996. The seat of arbitration shall be Aizawl, Mizoram, and proceedings shall be conducted in English.

12. Governing Law

These Terms are governed by the laws of India. Subject to the arbitration clause above, any disputes shall be subject to the exclusive jurisdiction of the courts in Aizawl, Mizoram.

13. Contact

For questions about these Terms:

ESPR Creative Lab
Aizawl, Mizoram 796001, India
Email: [email protected]

14. Grievance Officer

For grievances relating to the Platform or the handling of your personal data, you may contact our Grievance Officer at [email protected], consistent with the Telemedicine Practice Guidelines 2020 and the DPDP Act 2023.