Aayush Life Term & Condition

Who we are and what these Terms do

Aayush Health Labs, is a digital health platform (mobile and web) owned and operated by Aayush Wellness Limited, (“Aayush”, “we”, “our”, “us”). Aayush Wellness operates the domain https://aayushlabs.com and the companion mobile/WhatsApp booking flows.

We offer:

A. Diagnostic-test bookings with door-step sample collection in as little as 24 Hours;

B. Digital lab reports;

C. Doctor tele-consultations and

D. Nutraceutical products.

By accessing, browsing, clicking “I Agree” or using any part of these digital properties you (“you”, “user”, “patient”, “customer”) accept these legally binding Terms in full.

1.  Definitions & Interpretation:

a) “Account” means the personal profile created on the Platform after successful OTP verification.

b) “Booking ID / Order ID” refers to the unique reference number generated after payment confirmation—either prepaid or partially prepaid.

c) “Dependent” means a minor child or other person whose profile is managed under a primary Account holder.

d) “Force Majeure Event” has the meaning given in Clause 22.

e) Headings are for convenience only and do not affect interpretation. Singular includes plural and vice-versa; references to statutes include amendments.

2. Eligibility & user account:

The eligibility to open the account is mentioned in the table below:

Requirement	Detail
Age	18 years +. Profiles for minors (dependents) sit under a parent / guardian account.
Contact	Indian mobile number that can receive OTP; valid e-mail address.
ID Proof	Govt. photo ID (Aadhaar / PAN / Passport) required before tele-consults or regulated tests. (Not Mandatory)
Residency	Global visitors welcome, but services are physically delivered only within our Serviceable Pincodes.

Your dashboard lets you add up to 01 dependents (children, parents, spouse). You control consents, payments and data shared on their behalf. Dependents may later claim their own DPDP‑Act rights (access, correction, erasure, portability).

Update phone, address, allergy or doctor details immediately when they change. Incorrect data can void insurance claims or delay emergency alerts.

Every login, IP, device‑ID and critical click is stored for 180 days (CERT‑In minimum). Unusual patterns trigger CAPTCHA and manual review. Confirmed cyber incidents are reported to CERT‑In within 6 hours.

Ensure that you:

1. Keep credentials secret, no sharing, no sticky-notes.
2. Use legitimate devices; avoid jail‑broken phones or public cyber‑cafés.
3. Log out after each session on shared machines.
4. Check statements; report unrecognised bookings within 48 hours.
5. Notify us immediately if the phone, SIM or e‑mail is compromised so we can freeze the account.

We may freeze, limit or terminate an account for:

1. Fraud, charge-backs, fake IDs.
2. Abusive behaviour toward staff or clinicians.
3. Repeated policy breaches.
4. Legal or regulatory orders.

You will receive written notice with reasons and appeal steps unless disclosure is legally barred.

3. Our services :

1. Diagnostics – Choose tests/packages, schedule pickup, pay, view reports being offered by various third-party diagnostic centers (“Third Party Labs”).
2. Home collection – We/ the Third-Party Lab will dispatch the nearest phlebotomist.
3. Tele-consults – Online medical consultancy services / second opinion being offered by third party independent doctors (“Medical Experts”) under India’s Telemedicine Practice Guidelines 2020, you may need a valid prescription upload.
4. E-commerce – buy nutraceuticals and health devices listed on the site.
5. Notifications – we send OTPs, booking updates, and reports via SMS, e-mail and WhatsApp (opt-out any time).

The arrangement between the Third-Party Service Providers, You and Us shall be governed in accordance with these Terms of Use. The Services would be made available to such natural persons who have agreed to use the Website after obtaining due registration, in accordance with the procedure as determined by Us, from time to time, (referred to as “You” or “Your” or “Yourself” or “User”, which terms shall also include natural persons who are accessing the Website merely as visitors).

Diagnostics Services:

Aayush Labs provides Services through the Website as a marketplace and facilitates the Users to avail diagnostic test/ packages facilities offered by Third Party Labs through the Website. Aayush Labs provides Services through the Website as a marketplace and facilitates the Users to avail diagnostic test/ packages facilities offered by Third Party Labs through the Website.

Notwithstanding anything to the contrary contained herein, Third Party Labs alone shall be liable for Third Party Labs’ dealings and interaction with the Users who avail the services of the Third Party Labs or diagnostic centres contacted or managed through the Website and Aayush Labs shall have no liability or responsibility in this regard. Aayush Labs does not guarantee or make any representation with respect to the correctness, completeness or accuracy of the information or details provided by such User, Third Party Labs or any diagnostic centre or any third party through the Website. The Services should not be used for emergency appointment purposes.

Notwithstanding anything to the contrary contained herein, Third Party Labs alone shall be liable for dealings and interaction with Users contacted or managed through the Website and Aayush Labs shall have no liability or responsibility in this regard. Aayush Labs does not guarantee or make any representation with respect to the correctness, completeness or accuracy of the tests conducted and reports generated by the Third Party Labs.

4. Bookings, collections & turn-around times:

a) A booking is confirmed only after: (i) successful payment or a valid cash-on-collection selection, and (ii) issuance of a booking ID.

b) We aim to reach your address within 60 minutes of the slot you choose. Unforeseen events (traffic, weather, containment zones) may push arrival outside that window; we will update you by SMS in real time.

City Tier	Earliest pickup	Last pickup	result cut-off
Metro	07:00	12:00	within 24 hours of collection of sample
Tier-2	07:00	12:00	within 24 hours of collection of sample
Tier-3 / rural	07:00	12:00	within 48 hours of collection of sample

5. Tele-consultation rules:

Aayush Labs is an online health platform that provides a variety of online and online-linked health products and services to the Users for health related information and resources. Whenever We use the words "Your physician" or "Your doctor" or "healthcare provider" or similar words on the Website, including in these Terms of Use, We mean Your personal doctor with whom You have an actual, mutually acknowledged, doctor-patient relationship. Aayush Lab’s Medical Experts are not "Your" physician or healthcare provider.

NO DOCTOR-PATIENT RELATIONSHIP: Aayush Labs does not replace your relationship with physician or healthcare provider. The information interpreted SHOULD NOT be relied upon as a substitute for sound professional medical advice, evaluation or care from Your physician or other qualified healthcare provider.

You acknowledge that the Medical Experts empanelled with Us are independent contractors and thereby Aayush Labs has an independent contractor relationship with such Medical Experts and therefore in no event Aayush Labs will be directly or vicariously liable for any advice or medical consultancy or any loss arising therefrom that the Medical Experts may provide to You or You may avail as part of the Services.

You acknowledge that the e-prescription which may be issued by the medical expert(s), in certain events, is not be a valid prescription under applicable law(s) of India and may not be used for dispensation of medicines by any pharmacist including the Third Party Pharmacies. You further agree and acknowledge that if You request us to process the e-prescription or any form of prescription (whether original or scanned copy of the original prescription) for facilitation of medicine orders, then we will only act as an aggregator and assume no responsibility and/ or liability in relation to the dispensation of the medicines, which shall at all times be at your sole risk and the sole responsibility of the Third Party Pharmacies supplying the medicines to you.

Even if Your real life doctor is on Aayush Labs, personal medical advice, treatment or diagnosis are not permitted through the Website, and by using the Website You agree not to solicit these or use any information as if it were personal advice, treatment, or diagnosis. Whenever You want personal medical advice, treatment, or diagnosis, You should contact Your physician or professional healthcare provider and see them in person.

We do not recommend or endorse any specific Medical Expert(s), tests, products, procedures, opinions, or other information that may be mentioned on the Website. Reliance on any information provided on the Website is solely at Your own risk. In case of any medical emergency, kindly contact Your nearest doctor/hospital or any related helpline.

The opinions, statements, answers and tele-consultations (collectively “Consultation”) provided by the Medical Experts through the Website are solely the individual and independent opinions and statements of such Medical Experts and do not reflect the opinions of Aayush Labs, its affiliates or any other organizations or institutions to which such Medical Expert or such specialist or professional is affiliated or provides services. Aayush Labs does not recommend or endorse any specific tests, physicians, products, procedures, opinions, or other information that may be mentioned on the Website or by a licensee of Aayush Labs.

1. Doctors identify themselves with name, registration number and speciality, per the Telemedicine Guidelines 2020.
2. Your consent (verbal or written) is recorded.
3. Emergencies must go to the nearest hospital; tele-consult is unsuitable for life-threatening conditions.

6. Prices, payments & invoices

1. All test and product prices are displayed inclusive of GST but exclusive of statutory cess, if any. Prices can change without prior notice; the price at the moment of payment is final.
2. UPI, credit/debit cards, net-banking, and approved wallets. Payment partners may set additional terms.

7.  Refund, Cancellation & Rescheduling

Plans change, traffic snarls, samples clot, couriers go astray. This clause sets out clearly and in one place when and how you can cancel, reschedule, or claim a refund for any service or product bought from us. For this clause:

1. Booking ID / Order ID shall mean Number we issue after payment confirmation.
2. Slot Time shall mean The HH:MM you selected for a home collection or tele‑consult.
3. Processing Cut‑off shall mean Point after which a cancellation counts as “late.”
4. Service Fee shall mean Logistics/visit component embedded in many test prices.
5. Net Amount shall mean Price paid minus instant discounts and wallet cash.

This clause applies to:

1. lab tests (home collection or clinic walk‑in);
2. tele‑consultations;
3. nutraceuticals, medical devices & at‑home kits; and
4. corporate wellness packages.

Lab Test Bookings:

Action	When You Act	Charge / Refund	How to Do It
Reschedule	≥ 1 h beforeSlot	Free	Dashboard / Helpdesk
Cancel	Cancellations are allowed until 10.00 P.M the day before blood collection.	100 % refund of Net Amount	Dashboard / Helpdesk
Reschedule	Collection requests are accepted until 10 PM the day before; requests beyond this time may incur additional charges as per the logistics company's policy.	₹ 200 re-visit fee	Helpdesk
Cancel	Cancellations after 10.00 P.M the day before collection.	₹ 200 cancellation fee	Helpdesk
No-show (phleb on site; patient absent)	—	Visit marked “Failed”; choose (i) ₹ 200re-draw fee or (ii) 50 % refund	Helpdesk

Why these fees?  They cover single‑use kits, rider fuel and analyser slots already incurred.

If the sample is rejected or the analyser errors and we cannot re‑draw the same day, you may choose:

a) free re‑draw at the earliest slot or

b) full refund of the test price (no Service‑Fee deduction).

Phlebotomist Delay Beyond 90-Minute Doorstep Guarantee

- 91 – 120 min late → 50 % logistic Service-Fee waiver credited as wallet cash.
- > 120 min late → 100 % logistic Service-Fee waiver credited as wallet cash .

Regarding Tele-Consultations:

Action	Window	Outcome
Reschedule	≥ 2 h before Slot	Free
Cancel	≥ 2 h before Slot	100 % refund
Reschedule	< 2 h	₹ 99 re-slot fee
Cancel	< 2 h or no-show	50 % refund
Doctor no-show / tech failure > 30 min	—	50% cashback in wallet and reschedule the tele-consultation.

Cancelling one component of a bundled health‑check deducts the stand‑alone price of remaining tests; the balance is refunded. Coupon savings are spread proportionally; only the Net Amount you paid is refundable. Cash‑back campaigns: any cash‑back already credited will be clawed back from the refund.

We reserve the right to refuse repetitive or suspicious refund claims (e.g., > 3 “no‑shows” in 30 days) and may place such accounts under manual review. If a health authority caps a test price after you pre‑pay but before sample draw, we automatically refund the difference within 3 working days to your original payment mode.

Bookings for sample collection scheduled for the next day are allowed only until 6:00 PM on the previous day. This cut-off ensures sufficient time for route planning, resource allocation, and confirmation logistics to deliver a timely and efficient service experience.

Bookings may be cancelled until 10:00 PM on the day prior to the scheduled sample collection. In such cases, the entire payment amount will be refunded in full with no deductions. This allows us to efficiently allocate our resources and minimize avoidable operational costs. We encourage users to cancel in advance whenever possible to ensure optimal scheduling and service delivery.

In the event that a test is cancelled on the same day as the scheduled sample collection, a cancellation fee and Logistic service charges will be adjusted from the refund amount. This deduction is necessary to cover operational and logistical expenses incurred in preparing and dispatching the sample collection personnel, along with any associated consumables and coordination costs. These costs are non-recoverable once the sample collection process has been initiated or scheduled on the day of the service.

We appreciate your understanding and cooperation in helping us maintain service efficiency and cost transparency.

8. Intellectual Property & Content Usage

The site, app, report templates, logos, trademarks, text, graphics and code belong to Aayush or its licensors. You may not copy, scrape, reverse-engineer, or reuse them without written permission. Unless a page explicitly states otherwise (e.g., open‑source code links), assume Aayush owns all content.

We grant you a personal, revocable, non-transferable licence to:

1. View pages via standard browser or our official app.
2. Download one copy of each PDF lab report for personal medical use.
3. Quote up to 100 words from any blog article for non-commercial purposes with attribution.
4. Share public pages on social media using built-in share buttons.

All other rights are reserved.

You may not:

1. Republish full articles, PDFs or images elsewhere.
2. Remove or alter copyright notices / QR signatures in reports.
3. Use the Aayush logo on third-party marketing without a signed Brand Asset Licence.
4. Frame or embed our pages inside another site/app.
5. Scrape, spider or mine data (tests, prices, doctor profiles) with automated tools.
6. Train or fine-tune AI models on our content without written permission.
7. Sell, lease or sub-licence any portion of the Platform or reports.
8. Reverse-engineer or de-compile app code or our APIs.

We monitor unusual traffic and will block violators.

If you upload a review, testimonial, photo, or tag us:

1. You affirm you own or have rights to the content.
2. You grant Aayush a world-wide, royalty-free, irrevocable licence to use, display, adapt & translate it across Aayush channels.
3. You waive moral rights to the extent permitted by law.

We may refuse, edit or remove UGC that breaches these Terms.

You may link to any public URL provided you:

1. Do not imply endorsement or partnership.
2. Open our page in a new tab/window (no framing).
3. Avoid obscene, misleading or defamatory anchor text.

Parts of the codebase rely on MIT/Apache‑licensed packages. Credits live in the /oss‑credits.txt file in app settings. Creative Commons text carries a visible CC badge.

Violation of this Clause may result in:

1. Immediate account suspension or termination.
2. Cease-and-desist notices.
3. Civil action for injunctions/damages under the Copyright Act 1957.
4. Criminal prosecution where applicable (some copyright offences are jailable).
5. Cooperation with ISPs, app stores and enforcement agencies to remove infringing forks or clones.

9. User-generated content & feedback

Reviews, questions and other content you post must be lawful, non-defamatory, virus-free and original. By posting, you grant Aayush a world-wide, royalty-free licence to display and reuse that content.

10. Prohibited conduct

You agree not to:

1. breach any applicable law;
2. impersonate another person;
3. interfere with network security;
4. upload malware;
5. harvest data;
6. use bots or crawlers without our prior written consent.

11. User Obligations

Subject to compliance with these Terms, Aayush grants You a personal, non-exclusive, non-transferable, limited privilege to access and use this Website and avail the Services provided herein. You agree to use the Services, Website and the materials provided therein only for purposes that are permitted by: (a) the Terms; and (b) any applicable law, regulation or generally accepted practices or guidelines in the relevant jurisdictions. You agree to adhere to all limitations on dissemination, use and reproduction of any materials that You access on the Website in accordance with these Terms. You agree not to access (or attempt to access) the Website and the materials or services by any means other than through the interface that is provided by Aayush. You shall not use any automated means such as data scraper, deep-link, robot, spider or other automatic device, program, algorithm or methodology, or any similar or equivalent manual process to access the Website, the Information, or Services for any purpose. You shall not use any automated device to access, acquire, copy or monitor any portion of the Website or Content (as defined below), or in any way reproduce or circumvent the navigational structure or presentation of the Website, materials or any Content, to obtain or attempt to obtain any materials, documents or information through any means not specifically made available through the Website.

You acknowledge and agree that by accessing or using the Website or Services, You may be exposed to content from other Users that You may consider offensive, indecent or otherwise objectionable. Aayush disclaims all liabilities arising in relation to such offensive content on the Website. Further, You may report such offensive content in the manner prescribed herein. If the Website allows You to post and upload any material on the Website, You hereby undertake to ensure that such material is not offensive and in accordance with applicable laws. Further, You undertake not to:

1. 1. Host, display, upload, modify, publish, transmit, store, update or share any information or user submissions which:
  2. belongs to another person and to which the user does not have any right;
  3. is pornographic, paedophilic, invasive of another‘s privacy, including bodily privacy, insulting or harassing on the basis of gender, libellous, racially or ethnically objectionable, relating or encouraging money laundering or gambling, or otherwise inconsistent with or contrary to the laws in force or is objectionable;
  4. is harmful to a child;
  5. infringes patent, trademark, copyright or other proprietary or intellectual property rights;
  6. violates any law for the time being in force;
  7. deceives or misleads the addressee about the origin of the message or knowingly and intentionally communicates any information which is patently false or misleading in nature but may reasonably be perceived as a fact;
  8. threatens the unity, integrity, defence, security or sovereignty of India, friendly relations with foreign States, or public order, or causes incitement to the commission of any cognisable offence or prevents the investigation of any offence or is insulting to other nations;
  9. is patently false and untrue, and is written or published in any form, with the intent to mislead or harass a person, entity or agency for financial gain or to cause any injury to any person; or threatens public health or safety;
  10. Defame, abuse, harass, threaten or otherwise violate the legal rights of others; and
  11. Impersonate any person or entity, or falsely state or otherwise misrepresent Your affiliation with a person or entity;
  12. Publish, post, upload, distribute or disseminate any inappropriate, profane, defamatory, infringing, obscene, indecent or unlawful topic, name, material or information through any bookmark, tag or keyword;
  13. Upload files that contain software or other material protected by applicable intellectual property laws unless You own or control the rights thereto or have received all necessary consents;
  14. Upload or distribute files that contain viruses, corrupted files, or any other similar software or programs that may damage the operation of the Website or another's computer;
  15. Engage in any activity that interferes with or disrupts access to the Website or the Services (or the servers and networks which are connected to the Website);
  16. Attempt to gain unauthorized access to any portion or feature of the Website, any other systems or networks connected to the Website, to any Aayush server, or to any of the services offered on or through the Website, by hacking, password mining, or any other illegitimate means;
  17. Probe, scan or test the vulnerability of the Website or any network connected to the Website, nor breach the security or authentication measures on the Website or any network connected to the Website. You may not reverse look-up, trace or seek to trace any information on any other user, of or visitor to, the Website, or any other customer of Aayush, including any Aayush Account not owned by You, to its source, or exploit the Website or service or information made available or offered by or through the Website, in any way whether or not the purpose is to reveal any information, including but not limited to personal identification information, other than Your own information, as provided for by the Website;
  18. Disrupt or interfere with the security of, or otherwise cause harm to, the Website, systems resources, accounts, passwords, servers, or networks connected to or accessible through the Websites or any affiliated or linked sites;
  19. Collect or store data about other users in connection with the prohibited conduct and activities set forth in this Paragraph;
  20. Use any device or software to interfere or attempt to interfere with the proper working of the Website or any transaction being conducted on the Website, or with any other person's use of the Website;
  21. Use the Website or any material or Content for any purpose that is unlawful or prohibited by these Terms, or to solicit the performance of any illegal activity or other activity which infringes the rights of Aayush or other third parties;
  22. Conduct or forward surveys, contests, pyramid schemes or chain letters;
  23. Download any file posted by another user of a service that you know, or reasonably should know, cannot be legally distributed in such manner;
  24. Falsify or delete any author attributions, legal or other proper notices or proprietary designations or labels of the origin or source of software or other material contained in a file that is uploaded;
  25. Violate any code of conduct or other guidelines, which may be applicable for or to any particular Service;
  26. Violate any applicable laws or regulations for the time being in force within or outside India;
  27. Violate the Terms, including but not limited to any applicable Additional Terms of the Website contained herein or elsewhere; and
  28. Reverse engineer, modify, copy, distribute, transmit, display, perform, reproduce, publish, license, create derivative works from, transfer, or sell any information or software obtained from the Website.

Aayush has no obligation to monitor such communications by You. However, Aayush reserves the right to review materials posted by You and to remove any materials in its sole discretion. Aayush reserves the right to terminate the User's access to any or all of such communication services provided by Aayush at any time, without notice for any reason whatsoever. Aayush reserves the right at all times to disclose any information as is necessary to satisfy or comply with any applicable law, regulation, legal process or governmental request, or to edit, refuse to post or to remove any information or materials, in whole or in part, in Aayush's sole discretion. Aayush does not control or endorse the content, messages or information found in any communication service and, therefore, Aayush specifically disclaims any liability or responsibility whatsoever with regard to the communication services and any actions resulting from the user's participation in any communication service. You agree that You are solely responsible to Aayush and to any third party for any breach of Your obligations under the Terms and for the consequences (including any loss or damage which Aayush or its affiliates or its vendors may suffer) for any such breach. You agree that Aayush may, at any time, modify or discontinue all or part of the Website, charge, modify or waive fees required to use the Website, or offer opportunities to some or all Website Users. You agree that the Website shall not be used for illegal purposes. The information and Services shall not be used for any illegal purpose. You shall not access our networks, computers, or the information and Services in any manner that could damage, disable, overburden, or impair them, or interfere with any other person's use and enjoyment. You shall not attempt to gain unauthorized access to any information or Services, other accounts, computer systems, or networks connected with the Website, the information, or Services. Such unauthorized access includes, but is not limited to, using another person’s login credentials to access his or her Aayush profile/ Account. Any attempt by any individual or entity to solicit login information of any other user or third party registered medical practitioner or to access any such account is an express and direct violation of these Terms and of applicable law(s), including relevant privacy and security laws and laws prohibiting unfair or unethical business practices.

12. Test Reports

1. The test results obtained serve only as an aid to diagnosis and should be interpreted in relation to the patient's history, physical findings and other diagnostic procedures. It is highly advisable to correlate/interpret these reported results with your clinical conditions, and it is best done by registered medical practitioners.
2. It is presumed that the tests performed on the specimen belong to the patient named or identified. Should the results indicate an unexpected abnormality, the same should be reconfirmed. Only such registered medical professionals who understand reporting units, reference ranges and limitations of technologies should interpret results. This report is not valid for medico - legal purposes.
3. The Aayush shall not assume any liability, responsibility for any loss or damage that may be incurred by any person as a result of presuming the meaning or contents of a report. The Aayush shall not be liable for misdiagnosis /faulty judgment/interpretation error/perception error of a report by the User, any registered medical practitioners or other third-party.
4. You agree that results of tests may vary from laboratory to laboratory and also in some parameters from time to time for the same patient. The Aayush will not be liable to justify or provide explanation for any contradictory reports received from any other laboratory.
5. The Aayush has partnered with Third Party Labs which use industry standard technology for conducting tests to ensure accuracy of reports and timely delivery of reports. However, in the event of any technical, operation, logistic, unforeseen issues, there may be delay or inaccuracy in reporting or inability of the Aayush to issue the report. In such circumstance, the Aayush shall provide appropriate resolution either as re-testing or refund. In the event You have booked a package of tests, the re-testing or refund shall be applicable only for the tests wherein the report has not been issued. The Aayush retains the sole discretion to determine the cost of the individual tests.
6. As part of the Services provided by Us, the Website may provide editorial content targeted at the public for informational purposes only and such editorial content does not constitute professional medical advice, diagnosis, treatment or recommendations of any kind.

13. Patient/Customer Consent & Health‑Information Handling

The information that we collect is listed below:

Category	Typical items	Why we need it
Identity & contact	Name, mobile, email, date of birth, PIN code, photo‑ID scan	Register your account, home collection, age‑based offers
Health & lifestyle	Doctor’s prescription, symptoms, medical history, pregnancy status, fasting hours	Pick the right tests, ensure safe sampling

Payment & tax	UPI VPA, masked card, GST IN, invoice details	Complete the transaction and comply with tax law
Technical	IP address, device ID, cookies, chat transcripts	Protect the site, troubleshoot, improve UX.

We ask for your consent via:

1. Website/App bookings – you tick an “I agree” box and validate with a one‑time password (OTP) before paying.
2. Door‑step collections – our phlebotomist shows you a consent form on a tablet or paper; you sign digitally or physically before the needle goes in.
3. Tele‑consults – the doctor records your verbal “yes” or stores your written OK in the chat log, as demanded by the Telemedicine Guidelines.
4. Minors / incapacitated persons – a parent, legal guardian or power‑of‑attorney signs on the patient’s behalf and uploads their own ID proof.
5. Corporate or research programmes – each participant still gives individual consent; a blanket HR‑email is not enough.

Your choice always: you may refuse any single test or data use without losing the rest of the service, unless that data is strictly required to complete the test.

The data that we collect from you is used for:

Purpose	Our legal basis under DPDP Act	Example
Running the lab test you ordered	Express consent	CBC, lipid profile, full body check‑up
Scheduling the 24 Hours pick‑up	Express consent	Using your geo‑location to assign the nearest phlebotomist
Collecting payment & issuing GST invoice	Contract + “legitimate use”	Sending a tokenised card
Tele‑consult follow‑up	Express consent	Doctor calls to explain abnormal results
Quality control / NABL audits	“Legitimate use” required by law	Running internal QC on anonymised serum
De‑identified research	Fresh, written consent	Method‑validation study
Marketing offers	Separate opt‑in consent	SMS coupon for next health package

We share data with

1. Pathology referral labs – only for tests we cannot perform in‑house; they receive barcode‑only files, not your name.
2. Your chosen doctor or hospital – on your written request or if you uploaded their prescription at booking.
3. Accreditation bodies/regulators – NABL assessors, health departments, courts.
4. IT, payment and logistics vendors – each bound by a strict data‑processing agreement.
5. Outside India – data leaves the country only to service providers in regions that the Indian government deems to offer comparable protection, or under model contractual clauses.

We do not knowingly accept bookings from minors under 18 unless a parent or legal guardian completes the consent process and accompanies the sample collection.

14. Third‑Party Labs & Referral Network:

We partner with carefully vetted external laboratories (“Third-Party Labs”) only when:

1. Specialised technology is required (e.g., next-gen genetic sequencing, heavy-metal toxicology).
2. Regulations mandate an independent lab for confirmatory or proficiency testing.
3. Temporary capacity overflow would otherwise delay our promised turnaround time.

Every partner must:

1. Hold NABL or ISO 15189 accreditation valid on the referral date.
2. Achieve ≥ 95 % proficiency-testing accuracy in the preceding year.
3. Pass our annual on-site audit covering equipment calibration, staff competency, data security and biomedical-waste disposal.
4. Sign confidentiality & data-protection agreements mirroring our own privacy standards.
5. Maintain a validated cold chain and chain-of-custody log during sample transport.
  If accreditation lapses or an audit is failed, referrals are immediately suspended until rectified.

We disclose outsourcing up-front:

1. At booking, the test is flagged “Referred Test” with the partner lab’s name & city.
2. Your order summary and invoice repeat this information.
3. The first page of your report states “Performed at PREDLABS PRIVATE LIMITED, with NABL Accreditation Certificate No. MC - 6384”.
4. You may cancel without penalty before sample collection if you prefer not to use a referral lab.

These steps comply with NABL’s user-notification requirement for outsourced testing.

Samples are sealed with a tamper-evident barcode at collection. Transport occurs in temperature-controlled boxes monitored by data loggers. Each transfer point is scanned for location & temperature tracking. Any breach (e.g., temperature spike) triggers an automatic free redraw offer.

Referred tests may take 6 – 72 hours longer than in‑house panels. The expected TAT is shown at booking; if a further delay is likely, we notify you promptly by SMS/WhatsApp and e‑mail.

We share only what the partner lab needs: order ID, initials, age, gender & relevant clinical notes. Data travels via encrypted channels and is stored on ISO 27001‑certified servers. The partner may not use your data for marketing or research without your written consent. Final reports return to our system; you download them from your secure Aayush dashboard—never from a public link.

You pay Aayush Health Labs; we settle with the partner. No hidden mark‑ups: the checkout price is final. If a sample is rejected and a redraw is impossible, we refund in full within 7 business days, as per the refund policy.

Primary responsibility stays with Aayush. Raise errors with us not the partner lab and we will coordinate corrections or a free retest. We perform quarterly blind re‑checks on ≥ 2 % of referred samples. If proven negligence causes clinical harm, liability is capped and remedies follow the limits in Limitation of Liability.

You have the right related to this to:

1. to know – full details of where and how the test is performed.
2. to opt‑out – choose an in‑house alternative (if available) or cancel pre‑collection.
3. to a second opinion – request that we forward your sample (or a split) to another accredited lab at cost.
4. to complain.

If needed you can complain at info@aayushlabs.com with subject “LAB COMPLAINT <Booking ID>”. We acknowledge within 48 h and aim to resolve within 15 days. If unresolved, escalation follows Clause 20.

15. Third-party links & integrations:

We may link to external sites or plug-ins for payments, maps, etc. They are not under our control; visiting them is at your own risk.

16. Privacy & data handling:

Our Patient/Customer Consent & Health-Information Handling Policy explains how we collect, use, store and share your personal data under the Digital Personal Data Protection Act 2023. By using the site/app you also agree to that policy.

17. Electronic communications

You consent to receive transactional messages (OTP, booking, report) by SMS, e-mail or WhatsApp. Promotional messages require a separate opt-in and can be turned off via the unsubscribe link.

18. Service availability & downtime

We strive for 99 % uptime but do not guarantee uninterrupted access. Planned maintenance notices will be posted 24 hours in advance where feasible.

19. Indemnity

You agree to indemnify and hold Aayush, its directors, employees and partners harmless from any loss, liability or claim arising out of your breach of these Terms or misuse of the services.

20. Limitation of liability

To the fullest extent permitted by law, Aayush’s total liability for any claim arising from or related to the services will not exceed the amount you paid for the specific test or product giving rise to the claim. We are not liable for indirect, incidental, punitive or consequential damages, or for decisions you make based on report interpretations.

21.  Force Majeure

We are not liable for any delay or failure in performance caused by a Force Majeure Event including, but not limited to, acts of God, fire, flood, epidemic, pandemic, war, acts of terror, governmental actions, labour disputes, power outages or Internet-service interruptions. Obligations resume once the event ceases.

22. Assignment

Aayush may assign or novate any of its rights and obligations, in whole or in part, to any group entity or lawful successor without your prior consent. You may not assign your rights under these Terms without our written approval.

23. Severability & Waiver

If any provision of these Terms is held to be illegal or unenforceable, the remaining provisions will remain in full force. Any failure or delay by Aayush to exercise a right does not constitute a waiver of that right.

24. Governing law & jurisdiction

These Terms are governed by the laws of India. Courts located at Mumbai, Maharashtra shall have exclusive jurisdiction.

25. Dispute resolution

Contact info@aayushlabs.com first; we aim to resolve issues within 15 days.

If unresolved, disputes shall be referred to a sole arbitrator appointed under the Arbitration & Conciliation Act 1996. The arbitration seat is Mumbai; proceedings in English.

26. Changes to these Terms

We may update these Terms to reflect new features or legal requirements. Material changes will be announced on the home page and by e-mail 7 days before they take effect. The “effective” date at the top will change accordingly.

27. Termination

We may suspend or terminate your account for violation of these Terms or applicable law. You may delete your account at any time; obligations accrued prior to termination survive.

28. Medical & content disclaimer

The Platform, its content, notifications, and any automated flags are for informational and booking facilitation purposes only and do not constitute medical advice, diagnosis, treatment, or prescriptions. Use of the Platform does not create a doctor–patient relationship between you and Aayush. Always consult a qualified physician for interpretation of reports and medical decisions.

Aayush is not responsible for self-diagnosis or treatment decisions you make based on site material.

Aayush is not a laboratory, pathologist, radiologist, or healthcare provider. We only facilitate appointment bookings, sample collection logistics and payment processing for independent third‑party laboratories / diagnostic centres (“Labs”). All testing, analysis, reporting, quality control, and medical responsibility rests solely with the Lab. To the extent permitted by applicable law, Aayush acts as an “intermediary” under the Information Technology Act, 2000 and the Intermediary Guidelines, 2021.

Any turnaround time (TAT) displayed is indicative only. Delays may occur due to logistics, re‑collection, instrument breakdown, holidays, high loads, or force majeure. Aayush shall not be liable for delays.

Home sample collection is provided by Labs or their authorised phlebotomists/logistics partners. Risks inherent in sample collection (including bruising, bleeding, infection, fainting, or sample inadequacy) are assumed by the user. The Lab may require re‑collection if a sample is inadequate, contaminated, haemolysed, delayed, or otherwise unusable. Aayush is not responsible for such events or costs unless specifically stated.

29. Contact: info@aayushlabs.com

Terms & Condition