These Terms and Conditions (“Terms”) constitute a legally binding agreement between Mediso India (“Mediso”, “we”, “us”, “our”) and any user (“you”, “your”, “User”) who accesses, browses, or uses the website www.mediso.in and associated communication channels (including WhatsApp, SMS, calls) (collectively, the “Platform”).

By accessing or using the Platform, you agree to be bound by these Terms and our Privacy Policy. If you do not agree, you must not use the Platform.

1. Legal Basis and Nature of Document

1.1 These Terms are published in compliance with, and governed by, the applicable laws of India, including but not limited to:

• • Information Technology Act, 2000 and rules thereunder (including Intermediary Guidelines and Digital Media Ethics Code Rules, 2021).
• • Indian Contract Act, 1872 (regarding legally binding contracts).
• • Consumer Protection Act, 2019 and Consumer Protection (E-Commerce) Rules, 2020.
• • Drugs and Cosmetics Act, 1940 and Drugs and Cosmetics Rules, 1945.
• • Pharmacy Act, 1948.
• • Digital Personal Data Protection Act, 2023 and rules thereunder (DPDP).

1.2 This document is an electronic record generated by a computer system and does not require any physical or digital signature.

1.3 These Terms apply to:

• • All visitors, users, customers, and any person who accesses or uses the Platform.
• • All orders placed for pharmaceutical and healthcare products via the Platform.

2. About Mediso - Intermediary Only

Unless the context clearly indicates otherwise, the following terms have the meanings assigned below:

2.1 Mediso is NOT a pharmacy. Mediso:

• • Does not manufacture, stock, or own medicines or medical products.
• • Does not dispense or sell medicines in its own name.
• • Does not provide medical or pharmacy services itself.

2.2 Mediso is a technology-enabled logistics and aggregation platform that:

• • Connects you with independent, licensed local pharmacies (“Partner Pharmacies”).
• • Forwards your order and prescription to a Partner Pharmacy.
• • Coordinates delivery of products from Partner Pharmacy to you through delivery partners (“Delivery Partners”).
• • Collects amounts from you (medicine value, delivery fees, service charges, cart fees, etc.) and settles dues with Partner Pharmacies and Delivery Partners.

2.3 All medicines and products are sold and dispensed by the respective Partner Pharmacies on a principal to principal basis. Mediso is only a facilitator and intermediary.

2.4 All professional obligations regarding dispensing, checking interactions, and compliance with pharmacy law rest with the Partner Pharmacies and their registered pharmacists.

3. Eligibility

3.1 Use of the Platform is available only to persons who can form a legally binding contract under the Indian Contract Act, 1872 (i.e., 18 years or older, not disqualified from contracting).

3.2 Minors (under 18 years of age) may use the Platform only through a parent or legal guardian who accepts these Terms and places orders on their behalf.

3.3 By using the Platform, you represent and warrant that:

Important: The prescription and medical data you provide belongs to you and your doctor. Mediso collects this data ONLY as a technical intermediary to:

• • You are at least 18 years old;
• • You are competent to contract under applicable law; and
• • You are using the Platform for personal, lawful purposes only.

4. User Account, Authentication And Responsibilities

4.1 You may be required to create an account or authenticate via phone/WhatsApp to use certain features. You agree to:

• • Provide accurate, current, and complete information.
• • Keep login credentials, OTPs, and verification codes confidential.
• • Immediately notify us of any unauthorized access or suspected misuse.

4.2 You must not:

• • Impersonate another person or misrepresent your identity.
• • Use another person’s prescription or documents without authorization.
• • Create multiple fake accounts to abuse offers, referral programs, or discounts.

5. Service Description

5.1 The Platform enables you to:

• • Upload valid prescriptions (where required).
• • Place orders for medicines and health products from nearby Partner Pharmacies.
• • Request delivery to your specified address.

5.2 Order flow (high level):

Your Sensitive Personal Data / SPDI (prescriptions, medicine information) requires:

• • You place an order via website/app/WhatsApp and upload prescription (if required).
• • Mediso forwards the order to a Partner Pharmacy.
• • The Partner Pharmacy checks prescription validity and product availability.
• • On acceptance, the order is processed, packed, and handed over to a Delivery Partner.
• • Delivery Partner delivers the order to your address and collects payment (if COD) or Mediso retains online payment as facilitator.

5.3 Mediso has the right, but not the obligation, to:

• • Verify prescriptions for completeness and apparent authenticity before forwarding.
• • Reject or cancel orders that appear suspicious, illegal, or non-compliant (e.g., forged prescriptions, excessive quantities, Schedule X / narcotic drugs without compliant prescription).

5.4 Mediso does not guarantee:

• • That any specific product will be in stock at Partner Pharmacies.
• • That orders will always be accepted or fulfilled.
• • That delivery times are always exact (they are estimates).

6. Prescriptions and Compliance

6.1 For medicines classified as “prescription drugs” under applicable law, you must upload a valid prescription issued by a registered medical practitioner in India.

6.2 You agree that:

• • The prescription belongs to you or a dependent for whom you are legally responsible.
• • You will not reuse the same prescription to buy the same medicines from multiple platforms/retailers in violation of law.
• • You will not alter or forge prescriptions.

6.3 Mediso and Partner Pharmacies reserve the right to:

• • Verify the prescription and consult the prescribing doctor if needed.
• • Refuse supply if prescription is invalid, expired, incomplete, or appears forged.
• • Limit quantities as per law and professional judgment.

6.4 For “over-the-counter” (OTC) products, prescriptions may not be required; however, Partner Pharmacies may still exercise professional discretion.

7. Pricing, Fees and Payments

7.1 Product Prices:

• • Base prices of medicines/products are set by Partner Pharmacies in accordance with NPPA/DPCO and applicable drug pricing rules.
• • Prices displayed on the Platform may include any discounts or offers offered by the Partner Pharmacy.

7.2 Mediso Fees:

Mediso may charge one or more of the following:

• • Delivery charges (per order or per distance).
• • Surge or peak-time charges.
• • Convenience / service fee.
• • Small cart fee (for orders below a minimum value).
• • Details of such charges will be shown in your order summary before checkout.

7.3 Total Payable Amount:

Before you confirm an order, you will see a final bill summary specifying:

• • Product price(s);
• • Taxes (if applicable);
• • Mediso delivery/service/cart charges;
• • Total payable.

7.4 Payment Methods:

• • Cash on Delivery (COD) where available.
• • Online payment options (UPI, net banking, cards, wallets, etc., via third‑party payment gateways).

7.5 Payment Risks:

• • You understand that online payments may fail due to network issues, gateway errors, or bank-side issues.
• • Mediso is not responsible for delays, non-refunds, or double charges caused solely by bank/payment gateway errors but will assist in resolution on a best effort basis.

7.6 Taxes:

• • Prices and charges are inclusive or exclusive of GST as indicated.
• • You are responsible for paying all taxes applicable to your purchase.

8. Order Acceptance, Cancellation and Refunds

8.1 Order Placement:

Your order on the Platform is a request to the relevant Partner Pharmacy to supply products. It does not constitute an immediate confirmed sale.

8.2 Order Acceptance:

An order is considered accepted only when:

• • The Partner Pharmacy confirms availability and proceeds to pack; and
• • (If prepaid) payment is successfully received.

8.3 Right to Cancel (by Mediso/Partner Pharmacy):

Orders may be cancelled fully or partially, including after initial confirmation, due to:

• • Product unavailability or stock-outs;
• • Invalid, doubtful, or non-compliant prescription;
• • Incorrect pricing displayed due to technical error;
• • Delivery not feasible at your address;
• • Suspected fraud, abuse, or policy violation.

8.4 Cancellations by You:

• • Before the Partner Pharmacy confirms and starts processing, you may request cancellation via Platform/WhatsApp.
• • Once the order is processed/packed/dispatched, cancellations may not be allowed or may attract charges (return, restocking, etc.).

8.5 Refunds:

• • If an order or part thereof is cancelled or undelivered and you have already paid, applicable amounts will be refunded to your original payment source or wallet within a reasonable time, subject to payment gateway and bank timelines.
• • COD refunds (where applicable) may be processed via bank/UPI as per process communicated.

8.6 Returns / Replacements:

Return eligibility (limited by pharma law and hygiene rules) will be governed by Mediso’s separate Return/Refund Policy published on the Platform. Many medicines cannot legally be taken back once sold, except in specific scenarios (e.g., wrong item, damaged, expired).

9. Delivery

9.1 Delivery is coordinated by Mediso through its Delivery Partners based on your address and the Partner Pharmacy’s location.

9.2 Delivery Timelines:

Any delivery time shown (e.g., “30-45 minutes”) is an estimate and not a guarantee. Delays may happen due to traffic, weather, inventory checks, or operational issues.

9.3 Delivery Attempt & Failure:

Delivery may be deemed unsuccessful if:

• • You are unavailable or unreachable at the address/phone;
• • Address is incomplete/incorrect;
• • Security or building rules prevent access.

In such cases, Mediso may:

• • Attempt redelivery (possibly with extra charges); or
• • Cancel the order and process refund minus applicable charges, depending on circumstances.

9.4 Verification at Delivery:

• • You may be asked to show the original prescription, ID proof, or OTP at time of delivery.
• • Delivery Partners are instructed not to hand over medicines without required verification.

10. User Obligations and Prohibited Uses

10.1 You agree to:

• • Use the Platform only for lawful and personal purposes.
• • Provide accurate, truthful information at all times.
• • Use medicines strictly as prescribed by your doctor and as per packaging instructions.

10.2 You must NOT:

• • Use the Platform to purchase medicines for resale, redistribution, or any commercial purpose.
• • Upload or submit any false, misleading, forged, or altered prescriptions.
• • Attempt to order controlled/narcotic substances in violation of law.
• • Use the Platform for any illegal, harmful, fraudulent, or abusive activity.
• • Interfere with or disrupt Platform operation (hacking, scraping, DDoS, etc.).

11. Content, Information And Third-Party Materials

11.1 Product information, images, and descriptions displayed on the Platform are based on data provided by Partner Pharmacies, manufacturers, or publicly available sources.

11.2 Mediso does not:

• • Guarantee that such information is complete, accurate, or up to date.
• • Provide medical advice, diagnosis, or treatment recommendations.

11.3 You should always:

All partner pharmacies must comply with Pharmacy Act, 1948:

• • Read the product packaging, labels, and leaflets provided with the medicine.
• • Consult your doctor or registered medical practitioner for medical advice.

12. No Medical / Professional Advice

12.1 Any health-related content, FAQs, or tips on the Platform are for general information only and do not constitute medical advice or a doctor-patient relationship.

12.2 For any health concerns, you must consult a registered medical practitioner. You must not rely solely on Platform content to make medical decisions.

13. Privacy And Data Protection

13.1 Your use of the Platform is also governed by the Mediso Privacy Policy, which explains how we collect, use, store, share, and protect your personal data and health-related information.

13.2 By using the Platform, you consent to data processing as described in the Privacy Policy, in compliance with the DPDP Act 2023, SPDI Rules 2011, and IT Act 2000.

14. Intellectual Property

14.1 All rights in the Platform, including but not limited to logos, trademarks, trade names, service marks, software, design, text, graphics, and other content, are owned by Mediso or its licensors.

14.2 You are granted a limited, non-exclusive, non-transferable, revocable license to access and use the Platform for personal, non-commercial purposes.

14.3 You shall not:

• • Copy, reproduce, modify, publish, distribute, or create derivative works from the Platform content.
• • Decompile, reverse engineer, or attempt to extract source code from the Platform.

15. Third-Party Links and Services

15.1 The Platform may contain links to third-party websites, apps, or services (e.g., payment gateways, external health content, pharmacy websites). These are provided for convenience only.

15.2 Mediso does not endorse, control, or assume responsibility for:

• • Content, products, or services on third-party sites;
• • Privacy practices of third-party sites.

15.3 Your use of third-party sites is subject to their own terms and privacy policies.

16. Disclaimer Of Warranties

16.1 The Platform and services are provided on an “AS IS” and “AS AVAILABLE” basis without warranties of any kind, whether express or implied, including implied warranties of merchantability, fitness for a particular purpose, non-infringement, or accuracy.

16.2 Without limiting the above, Mediso does not warrant that:

Mediso's liability for data breaches, privacy violations, or mishandling is limited to:

• • The Platform will be uninterrupted, timely, secure, or error-free.
• • Any defects will be corrected promptly.
• • The results from using the Platform will be accurate or reliable.

16.3 Mediso is not responsible for:

• • Quality, authenticity, or suitability of products supplied by Partner Pharmacies.
• • Errors made by Partner Pharmacies or Delivery Partners.
• • Transmission errors, network failures, or corruption of data.

17. Limitation Of Liability

17.1 To the maximum extent permitted by law, Mediso shall not be liable for any:

• • Indirect, incidental, special, consequential, punitive, or exemplary damages.
• • Loss of profit, data, goodwill, or reputation.

17.2 Mediso’s total aggregate liability, whether in contract, tort, or otherwise, arising out of or in connection with your use of the Platform, shall not exceed the total amount paid by you to Mediso for the transaction giving rise to the claim in the preceding 3 months.

17.3 Nothing in these Terms limits liability which cannot be excluded under applicable law (for example, liability for fraud).

18. Indemnity

18.1 You agree to indemnify, defend, and hold harmless Mediso, its directors, officers, employees, agents, and affiliates from and against all claims, liabilities, damages, losses, costs, and expenses (including legal fees) arising out of or relating to:

• • Your use or misuse of the Platform or services;
• • Your breach of these Terms or applicable law;
• • Any fraud, misrepresentation, or misconduct by you;
• • Any claim that your content or actions caused damage to a third party.

19. Termination And Suspension

19.1 Mediso may, at its sole discretion, suspend or terminate your access to the Platform (in whole or in part) without notice if:

• • You breach these Terms or applicable law;
• • You provide false or misleading information;
• • You engage in fraudulent or abusive behavior;
• • Required by law or regulatory authorities.

19.2 You may stop using the Platform at any time. Termination will not affect any rights or obligations that have already accrued to either party.

20. Modifications To Terms And Services

20.1 Mediso reserves the right to modify, update, or replace these Terms at any time, at its sole discretion.

20.2 When we make material changes, we will:

• • Update the “Last Updated” date;
• • Notify you via Platform notice/email/WhatsApp;
• • Provide a reasonable notice period where required by law.

20.3 Your continued use of the Platform after changes become effective constitutes your acceptance of the revised Terms.

21. Governing Law And Jurisdiction

21.1 These Terms shall be governed by and construed in accordance with the laws of India.

21.2 Subject to applicable dispute resolution mechanisms, courts at Ahmedabad, Gujarat, India shall have exclusive jurisdiction over any disputes arising under or related to these Terms or your use of the Platform.

22. Severability

If any provision of these Terms is held to be invalid, illegal, or unenforceable by a competent court, the remaining provisions shall continue in full force and effect.

23. Waiver

No failure or delay by Mediso in exercising any right, power, or remedy under these Terms shall operate as a waiver thereof. Any waiver must be in writing and signed by an authorized representative of Mediso.

24. Contact Details

For any questions, complaints, or notices relating to these Terms:

• Mediso India
• • Email: support@mediso.in
• • Phone: 08069328893

• Grievance Officer (as per IT Act and E-Commerce Rules):
• • Email: grievance@mediso.in
• • Phone: 08069328893

By using Mediso, you acknowledge that you have read, understood, and agree to be bound by these Terms and our Privacy Policy.