Terms & Conditions –

1. Applicability of Terms –

a) The terms of the Agreement shall apply to the following category of users of the Application and/or the Services (“Users” or “you”):

• (i) a patient or, (ii) parent, guardian or caregiver of the patient (“End User”);

The term User shall mean the End User

1. You must be a validly constituted legal entity, or a natural individual who is18 (eighteen) years of age or older to use the Application or the Services. If you are a natural individual by using the Application or accepting this Agreement, you represent and warrant to ChroneVa Health Lab Pvt.Ltd. that you are 18 (eighteen) years of age or older, and that you have the right, authority and capacity to use the Application and the Services, and agree to and abide by this Agreement. In case the Services are to be utilized by a minor (as per applicable laws), then a parent or legal guardian must enter into this Agreement on behalf of such minor.
2. The terms of the Agreement shall apply as and when the User(s) start using the Application and/or any services rendered through the Application, including the Diagnostic Services (“Services”).

2. Nature of Terms –

The Agreement is governed by the provisions of Indian law, including but not limited to:

1. the Indian Contract Act, 1872;
2. the (Indian) Information Technology Act, 2000;
3. the rules, regulations, guidelines and clarifications framed there under, including the (Indian) Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Information) Rules, 2011 (the “Data Privacy Rules”), and the (Indian) Information Technology (Intermediaries Guidelines) Rules, 2011 (the “IG Rules”)

3. General Terms of Use –

a). The Application and the Services are designed to be used within India. Please refrain from using the Application or receiving or receiving or rendering any Services through use of the Application outside of India.

b). You will not use the Application or the Services in a manner or for any purpose that is illegal, discriminatory, immoral or offensive.

c). You will not take any steps to misuse or harm the Application including by introduction of computer virus, contaminant, malware, spyware or such other materials that have an effect of interfering in the functioning of the Application, tampering its abilities, slowing it down or causing such other effects in relation to the Application.

4. Application Services –

4.1 Diagnostic Services

4.1.a) Registration

i. An End User can avail Diagnostic Services by providing the sample at a location of the End User’s choice (including residence, office or other premises) (“Home”).

ii. The End User can initiate the process of availing Diagnostic Services by raising a request on the Application..

4.1.b) Sample Collection

i. The End User is required to submit proof of identity and age at the point of collection of samples to the personnel/representative of ChroneVa Health Lab Pvt.Ltd.

ii. Each diagnostic test necessitates that the End User take certain steps (prior fasting etc.) before the sample is collected. ChroneVa Health Lab Pvt.Ltd. expects that the End User complies with all such requirements. ChroneVa Health Lab Pvt.Ltd. bears no responsibility towards any inaccurate or disparate results arising out of non-adherence with such requirements.

iii. ChroneVa Health Lab Pvt.Ltd. Personnel follow industry standard operating procedures in relation to collection of samples. The End User agrees and acknowledges to abide by their instructions in adhering with such procedures. While standard operating procedures are designed to mitigate risks, every scenario, particularly involving human interface is vulnerable to mishaps. The End User is aware of and agrees to this inherent risk in the process of sample collection and agrees that except for any reckless conduct of ChroneVa Health Lab Pvt.Ltd. Personnel, ChroneVa Health Lab Pvt.Ltd. is not liable in any manner for any physical injury, harm or loss caused to the End User in the course of collection of samples by ChroneVa Health Lab Pvt.Ltd. Personnel.

iv. It is likely that End User may be subject to specific medical or other conditions (e.g. – allergy, diabetic, haemophilic etc.) that may have adverse effects on the End User in the course of collection of samples. It shall be the duty of the End User to notify the ChroneVa Health Lab Pvt.Ltd. Personnel, prior in time, of such specific medical or other conditions. ChroneVa Health Lab Pvt.Ltd. Personnel or ChroneVa Health Lab Pvt.Ltd. is not responsible in any manner for any adverse effects suffered by the End User due to such specific medical or other conditions of the End User.

 4.1.c Conduct of Tests

i. The End User agrees and acknowledges that the Diagnostic Services shall be undertaken by using generally acceptable market practices and standards.

ii. ChroneVa Health Lab Pvt.Ltd. shall undertake commercially reasonable efforts to ensure that the results, reports or diagnosis is made available within the turn around time as communicated to the End Users, which can be different for different Medical tests. However, the End User acknowledges that there are several factors that are not within the control or direct supervision of ChroneVa Health Lab Pvt.Ltd. that contribute towards preparation of the report/result/diagnosis and as such the prescribed timeline is merely indicative.

 4.1.d Home Collection

Home collection of samples is enabled for convenience of the End User. While ChroneVa Health Lab Pvt.Ltd. will take commercially reasonable efforts to ensure that our Personnel reach the Home premises at the indicated timeline, physical movement is often subject to circumstances beyond the control of the our Personnel (illustratively traffic conditions). As such the End User acknowledges that the time indicated for reaching of Home is indicative.

5.Privacy Policy:-

This Privacy Policy (“Policy”) describes the policies and procedures on the collection, use, disclosure and protection of your information when you use our website located at www.chroneva .com or the  mobile application (collectively, “Application”) that are the proprietary materials of ChroneVa Health Lab Pvt.Ltd. Health Solutions an Indian company having its registered office at  The Orchid, No 68, Ground Floor, 9th Main, HMT layout, R.T Nagar Banglore-560032 , Karnataka. (hereinafter referred as “ChroneVa Health Lab Pvt.Ltd. ” or “Company” or “Us” or “We”).

The terms “you” and “your” refer to the user of the Application. The term “Services” refers to any services offered by ChroneVa Health Lab Pvt.Ltd. including by allowing access of the Application/Web Portal to you or the services that are enables through your use of the Application/Web Portal.

Please read this Policy before using the Application/Web portal or submitting any personal information to ChroneVa Health Lab Pvt.Ltd. This Policy is a part of and incorporated within, and is to be read along with, the Terms of Use published at  Any capitalized term use but not defined shall have the same meaning as ascribed to it in the Terms of Use.

5.1 Your Consent –

By using the Application and/or the Services, you agree and consent to the collection, transfer, use, storage, disclosure and sharing of your information as described and collected by us in accordance with this Policy.  If you do not agree with the Policy, please do not access the Application or use any of the Services.

If you use the Application and/or the Services on behalf of someone else (such as your child) or an entity (such as your employer), you represent that you are authorised by such individual or entity to (i) accept this Policy on such individual’s or entity’s behalf, and (ii) consent on behalf of such individual or entity to our collection, use and disclosure of such individual’s or entity’s information as described in this Policy.

5.2 Structure and Basis –

5.2.a) This Policy is published in compliance with, inter alia:

i. Section 43A of the Information Technology Act, 2000 (“IT Act”);
ii. Regulation 4 of the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Information) Rules, 2011 (the “Privacy Rules”);
iii. Regulation 3(1) of the Information Technology (Intermediaries Guidelines) Rules, 2011.

5.2.b) This Privacy Policy states the following:

i. The type of information collected from the Users, including Personal Information and Sensitive Personal Data or Information (as defined in the Privacy Rules) relating to a User;
ii. The purpose, means and modes of collection, usage, processing, retention and destruction of such information; and
iii. How and to whom ChroneVa Health Lab Pvt.Ltd. will disclose such information.

5.3 Information we collected from you.

We will collect and process the following information about you:

5.3.a) Information you give us – This includes information submitted when you:

i. Show interest in ChroneVa Health Lab Pvt.Ltd. for your Healthcare requirements ,which may include your name, Mobile number, email id,  if you are an End User , we will also collect information about your medical history (drug allergies, chronic conditions), health habits, health indicators (BMI, weight, height), diagnostics reports, prescriptions, or any pictures/ photos/ files or other content shared by you. If you are a RMP, we will collect information that include your practice details and speciality, years of experience, proofs of educational / technical qualifications, proofs of certifications and affiliations, registration details with the National Medical Council, State Medical Council or such similar authorities/bodies. or

ii. Use our Services, we may collect and store information about you to process your requests and automatically complete forms for future transactions, including (but not limited to) your phone number, address, email, RMPs consulted in the past, diagnostic reports, billing information and credit or payment card information.

iii. Correspond with ChroneVa Health Lab Pvt.Ltd. for customer support;

iv. Report problems for troubleshooting.

5.3.b) Information we collect about you 

We will automatically collect and analyse the following demographic and other information each time that you use the Application:

i. Communications: 

When you communicate with us (via email, text, phone, through the Application or otherwise), we may maintain a record of your communication;

ii. Location information:

Depending on the Services that you use, we may collect your real time information.

iii. Transaction Information:

We collect transaction details related to your use of our Services, the Users (i.e. End User) that you interact with  by use of our Application, and information about your activity on the Services, including the full Uniform Resource Locators (URL), the type of Services you requested or provided, comments, domain names, search results selected, number of clicks, information and pages viewed and searched for, the order of those pages, length of your visit to our Services, the date and time you used the Services, amount charged, methods used to browse away from the page and any phone number used to call our customer service number and other related transaction details;

iv. Record stored on the Application:

Any diagnostic report, prescriptions or such other record or file that is rendered through the website.

1.4 Disclosure and Distribution of Information –

We may share your information that we collect for following purposes:

a). With the Lab Partners: We may share your information with our  business partners, to the extent it is necessary to (i) render Services to you (ii) enable the features and functionalities of the Application. Illustratively, if you are a End User your Personal Information and Sensitive Personal Data and Information will be shared with our business partners for providing diagnostic services.

b). For Compliance with Laws: We may share this information with governmental agencies or other agencies assisting us, when we are:

i). Obligated under the applicable laws or in good faith to respond to directions from legal/statutory authorities including police officials, courts etc.; or

ii. Responding to claims that an advertisement, posting or other content violates the intellectual property rights of a third party;

iii. Under a duty to disclose or share your personal data in order to enforce our Terms of Use and other agreements, policies or to protect the rights, property, or safety of the Company, our customers, or others, or in the event of a claim or dispute relating to your use of our Services. This includes exchanging information with other companies and organizations for the purposes of fraud detection and credit risk reduction.

c).  For Internal Use: We may share your information with any present or future member of our “Group” (as defined below)or affiliates for our internal business purposes The term “Group” means, with respect to any person, any entity that is controlled by such person, or any entity that controls such person, or any entity that is under common control with such person, whether directly or indirectly, or, in the case of a natural person, any Relative (as such term is defined in the Companies Act, 1956 and Companies Act, 2013 to the extent applicable) of such person.

5. Payment

a) Payment in relation to the Services shall be made as per the payment terms as displayed at the time of choosing of the Services.

b) The fees for any Services shall be displayed before the End User avails it. Once the payment is made, the End User acknowledges that the refund will be done as per the policy.

6. Confidentiality 

Users agree and understand that they are likely to acquire non-proprietary, commercially sensitive information about ChroneVa Health Lab Pvt.Ltd., inter alia about its user base, business models, strategies, products, vendors, employees, business partner (“ChroneVa Health Lab Pvt.Ltd. Confidential Information”). By agreeing to receive Services and use the Application, all of these Users agree to maintain strict confidentiality of the ChroneVa Health Lab Pvt.Ltd. Confidential Information and not to disclose it to any person without the prior written consent of ChroneVa Health Lab Pvt.Ltd.

7. Policy Changes –

We may occasionally update this Policy and such changes will be posted on this page. If we make any significant changes to this Policy we will endeavour to provide you with reasonable notice of such changes, such as via prominent notice on the Application or to your email address on record and where required by applicable law, we will obtain your consent. To the extent permitted under the applicable law, your continued use of our Services after we publish or send a notice about our changes to this Policy shall constitute your consent to the updated Policy.

8. Cancellation / Refund Policy –

8.1 In the event that, the Practitioner with whom User has booked a paid appointment via the Website, has not been able to meet the User, User will need to write to us at info@chroneva.com within five (5) days from the occurrence of such event; in which case, the entire amount as mentioned on the Website will be refunded to the User within the next six (6) business days in the original mode of payment done by the User while booking. In case where the User, does not show up for the appointment booked with a Practitioner, without cancelling the appointment beforehand, the amount will not be refunded, and treated as under Clause 8.2

Users will not be entitled for any refunds in cases where, the Practitioner is unable to meet the User at the exact time of the scheduled appointment time and the User is required to wait, irrespective of the fact whether the User is required to wait or choose to not obtain the medical services from the said Practitioner.

Clause 8.2 In case of a ‘Patient-No-Show (P.N.S)’ (defined below), where the User does not show-up at the concerned Practitioner’s clinic:

Patient- No-Show (P.N.S)  is defined as, any instance where a User, who booked an appointment on the Website using the Book Appointment facility , has not turned up for the appointment without cancelling, rescheduling, or informing the ChroneVa Health Lab Pvt.Ltd. team in advance about the same.