Terms and conditions of website use and medical facilitation services

For the purposes of these Terms:

“Patient” means an individual seeking medical consultation, investigation, treatment, surgery, rehabilitation or other healthcare services in India.

“User” or “you” means a Patient or any person accessing our website or acting on behalf of a Patient, including an authorized representative, family member, companion, guardian or person making an enquiry, booking or payment.

“Healthcare Provider” means an independent hospital, clinic, doctor, surgeon, diagnostic centre, laboratory, rehabilitation centre or other healthcare professional or institution.

“Third-Party Service Provider” means an independent provider of services such as accommodation, transportation, airlines, interpreters, travel assistance, insurance or other services arranged in connection with a Patient's visit.

“Medical Facilitation Services” means the non-clinical coordination and assistance services offered by Med Safar India, as described in these Terms and in the applicable service proposal or written confirmation.

“Website” means the Med Safar India website and any digital platform operated by or on behalf of the Company.

Med Safar India assists domestic and international Patients in exploring and coordinating access to healthcare services in India.

Depending on the Patient's requirements and the scope agreed in writing, our services may include:

a. Receiving and coordinating medical enquiries;

b. Facilitating the secure transmission of medical records to relevant Healthcare Providers, subject to appropriate authorization and applicable law;

c. Requesting preliminary medical assessments, treatment opinions or indicative cost estimates from Healthcare Providers;

d. Coordinating appointments, consultations, hospital visits and treatment schedules;

e. Facilitating communication between Patients and Healthcare Providers;

f. Assisting with treatment-related documentation and hospital coordination;

g. Providing reasonable assistance with medical visa invitation documentation where available from the relevant Healthcare Provider, without guaranteeing visa approval;

h. Coordinating accommodation, airport transfers, local transportation, interpretation and other travel-related arrangements where specifically requested and agreed;

i. Assisting with discharge coordination, follow-up appointments and communication with Healthcare Providers; and

j. Providing other administrative and patient-support services expressly agreed with the Patient.

The exact scope, fees, inclusions and exclusions of the services will be communicated through the applicable quotation, service proposal, invoice or written confirmation.

Med Safar India does not undertake to provide every service listed above in every case.

Med Safar India operates as a medical facilitation and coordination service provider. Our role is to assist Patients in accessing and coordinating services provided by independent Healthcare Providers and other service providers.

Unless expressly agreed otherwise in a separate written agreement, Med Safar India does not itself operate a hospital, clinic, diagnostic laboratory or medical facility and does not provide clinical diagnosis, prescribe medicines, perform medical procedures or undertake surgical treatment.

All clinical decisions, including the suitability of a treatment, choice of procedure, prescription of medication, interpretation of diagnostic results and determination of medical fitness, remain matters for appropriately qualified Healthcare Providers.

Med Safar India does not direct or control a Healthcare Provider's independent clinical judgment.

Our administrative coordination, communication and patient-support services must not be interpreted as a substitute for professional medical consultation or emergency medical care.

Information displayed on our Website or communicated through our representatives is intended primarily to explain our services and facilitate access to relevant Healthcare Providers.

Any treatment information, medical opinion, proposed treatment plan or estimate obtained from a Healthcare Provider is subject to that provider's professional assessment and applicable terms.

Preliminary opinions based on medical records, photographs, reports or online consultations may differ from the conclusions reached following a physical examination, diagnostic investigation or in-person consultation in India.

Med Safar India does not guarantee that a preliminary assessment will remain unchanged after further evaluation.

Patients are encouraged to discuss the nature of the proposed treatment, alternative options, expected benefits, potential risks, recovery requirements and anticipated costs directly with their treating Healthcare Provider before making a treatment decision.

The Patient retains the right to make an informed decision regarding whether to proceed with treatment, subject to applicable medical and legal requirements.

Every medical procedure, including surgery, carries potential risks and uncertainties. Treatment outcomes may vary according to the Patient's medical history, existing conditions, age, response to treatment, complications and other factors.

Med Safar India makes no representation or guarantee regarding:

a. The suitability of a particular treatment for a Patient;

b. The availability or eligibility of a Patient for a specific procedure;

c. The outcome, success rate or duration of recovery from treatment;

d. The absence of complications, side effects or adverse reactions; or

e. The exact duration of hospitalization or the date on which a Patient will be fit to travel.

All treatment-related expectations should be discussed with the relevant Healthcare Provider. No information on the Website or provided by our representatives should be interpreted as a promise of a particular clinical result.

The Patient and, where applicable, their authorized representative are responsible for providing accurate, complete and up-to-date information relevant to the requested services.

This includes, where applicable:

a. Medical history, existing illnesses and known allergies;

b. Current medication, previous surgeries and ongoing treatment;

c. Diagnostic reports, investigations and medical records;

d. Passport, identity, visa and travel documentation; and

e. Information reasonably required for appointment coordination, treatment planning and travel arrangements.

The Patient must promptly notify the treating Healthcare Provider of any material change in their medical condition.

Failure to provide relevant information may affect medical assessment, treatment eligibility, cost estimates, scheduling or travel arrangements.

Med Safar India shall not be responsible for consequences attributable to materially inaccurate, incomplete or misleading information supplied by the Patient or their representative, to the extent permitted by applicable law.

Patients must follow the instructions of their treating Healthcare Providers and must not rely on Med Safar India for emergency medical advice.

The Patient authorizes Med Safar India, to the extent necessary for the requested services and subject to applicable law, to coordinate the sharing of relevant medical records and personal information with identified Healthcare Providers and other authorized service partners.

Such information may be used for medical enquiries, preliminary assessments, appointment scheduling, quotations, treatment coordination, administrative support and related services requested by the Patient.

Where information relates to another individual, the person submitting it must have the necessary authority and permissions to do so.

Med Safar India will handle personal information in accordance with applicable data protection and privacy laws and its Privacy Policy.

The Patient should review the Privacy Policy for further information about the collection, use, disclosure, retention and protection of personal information.

Consent to receive service-related communications does not automatically constitute consent to receive promotional communications. Marketing communications, where applicable, will be handled in accordance with applicable law.

Med Safar India may introduce Patients to or coordinate bookings with independent Healthcare Providers and Third-Party Service Providers.

Each provider is responsible for the services it independently delivers, including its professional qualifications, clinical decisions, facilities, personnel, service standards, charges, contractual obligations and applicable regulatory compliance.

Med Safar India may undertake reasonable administrative checks or rely on information provided by relevant providers when coordinating services. However, such activities do not constitute a guarantee of a provider's performance, availability, suitability or clinical outcomes.

Healthcare Providers may require Patients to sign separate consent forms, admission documents, treatment agreements or other contractual documents.

Similarly, airlines, hotels, transport operators and other service providers may impose their own booking conditions, payment requirements and cancellation policies.

The Patient is responsible for reviewing and complying with the applicable terms of each provider.

Nothing in this clause excludes or limits any responsibility that applicable law imposes directly on Med Safar India.

Any preliminary assessment, treatment proposal or cost estimate communicated before the Patient's in-person evaluation is indicative unless expressly confirmed otherwise in writing by the relevant provider.

The final treatment plan and charges may change following clinical examination, diagnostic investigations, review of medical history or identification of additional medical requirements.

A quotation will, where practicable, specify the services included, exclusions, payment arrangements and validity period.

Unless expressly stated in writing, a quotation should not be treated as an unconditional or fixed-price commitment by a Healthcare Provider.

The Patient should seek written clarification of any additional charges, including expenses relating to extended hospitalization, additional procedures, medicines, consumables, intensive care, specialist consultations, rehabilitation or unforeseen complications.

Med Safar India will communicate material changes to estimates that are notified to it by the relevant provider, subject to the information available to us.

Patients must disclose known pre-existing conditions, allergies, medication and relevant medical history to their treating Healthcare Provider.

Following examination or investigation, a Healthcare Provider may determine that additional tests, specialist assessments, medical supervision or treatment modifications are required.

Such requirements may result in additional costs or changes to the proposed treatment schedule.

Where additional deposits or payments are required by a Healthcare Provider, the applicable amount, purpose and refund conditions should be confirmed with the relevant provider before payment, wherever reasonably practicable.

Med Safar India does not independently determine clinical eligibility and does not guarantee that a Patient will be accepted for a proposed procedure.

If treatment is postponed, modified or declined for medical reasons, the applicable refund and cancellation terms will depend on the services already provided, the relevant provider's policies and applicable law.

If complications arise or additional medical intervention becomes necessary, the treating Healthcare Provider will determine the appropriate clinical response.

Additional treatment, investigations, medicines, hospitalization or other services may result in expenses beyond the original estimate.

The Patient or the person responsible for payment must settle applicable additional charges in accordance with the relevant provider's payment terms.

Med Safar India may assist with administrative coordination and communication where requested, but it does not assume responsibility for making clinical decisions or guaranteeing the availability of additional treatment.

Nothing in these Terms prevents a Patient from seeking emergency care or limits any rights or remedies available under applicable law.

The fees payable for Med Safar India's services will be communicated through a written quotation, service proposal, invoice or other written confirmation.

Healthcare Provider charges and Third-Party Service Provider charges may be separate from Med Safar India's facilitation fees.

The applicable documents will identify, to the extent relevant, the recipient of each payment, the services covered, applicable taxes, payment deadlines and any deposit or advance requirements.

Unless expressly agreed otherwise in writing:

a. Payments to Med Safar India must be made through the payment methods and to the accounts specified in an official Company invoice or written payment instruction;

b. Payments owed directly to a Healthcare Provider or another service provider must be made in accordance with that provider's instructions;

c. Any applicable taxes, including GST, will be charged as required by law and as specified in the relevant invoice; and

d. The Patient is responsible for bank charges, foreign-exchange conversion charges or payment-provider fees applicable to their transaction, where lawfully chargeable and disclosed.

Med Safar India will not be responsible for payment made to an unauthorized person or account where the Patient has failed to verify the authenticity of the payment instructions, subject to applicable law and any responsibility attributable to the Company.

Bookings may remain unconfirmed until the required payments and documentation have been received and the relevant provider has confirmed availability.

Cancellation and refund rights depend on the nature of the service, the stage at which cancellation occurs, the services already performed and the terms applicable to the relevant provider.

Where a cancellation or refund policy applies, Med Safar India will communicate the relevant conditions through the quotation, booking confirmation, invoice or other written document.

13.1 Cancellation before travel

If a Patient cancels before travelling to India, the Patient should notify Med Safar India in writing as soon as reasonably possible.

Refunds for amounts paid to Med Safar India will be assessed in accordance with the agreed service terms, services already delivered, applicable cancellation charges and applicable law.

Amounts already paid to hospitals, doctors, hotels, airlines or other independent providers will be subject to the relevant provider's refund and cancellation policies.

Med Safar India cannot guarantee recovery of a payment made to an independent provider where that provider's applicable terms do not permit a refund.

13.2 Cancellation after arrival

If a Patient decides not to proceed with a proposed treatment after arrival or consultation, charges already incurred for consultations, investigations, accommodation, transportation, administrative services or other bookings may remain payable.

Any refund of hospital or treatment deposits will be governed by the relevant provider's terms, subject to applicable law.

13.3 Cancellation by a provider

If a Healthcare Provider cancels, postpones or declines a procedure, Med Safar India will, where reasonably practicable, assist with communication and coordination of available alternatives.

Any refund of the provider's charges will be determined under the provider's applicable terms and law.

13.4 Refund processing

Where Med Safar India approves a refund of an amount received by it, the refund will ordinarily be processed through the original payment method, subject to payment-provider requirements and applicable law.

Any permitted deductions must be disclosed, justified and consistent with the agreed terms and applicable law.

Nothing in this clause excludes a refund or remedy that is mandatory under applicable law.

Requests to change consultation dates, treatment schedules, accommodation, transportation or travel arrangements are subject to availability and the applicable provider's policies.

Changes may result in additional charges, revised estimates or cancellation fees.

Medical schedules may change due to clinical requirements, the availability of medical personnel, hospital capacity, investigations or other circumstances beyond Med Safar India's reasonable control.

Med Safar India will make reasonable efforts to communicate changes brought to its attention and assist with coordination where included in the agreed services.

Patients should avoid making non-refundable travel or leisure bookings that depend on an unconfirmed medical schedule.

Where specifically requested, Med Safar India may assist with coordination of accommodation, transport, flights or other travel-related services through relevant providers.

Unless expressly agreed in writing, Med Safar India does not itself operate airlines, hotels, transport services or immigration authorities.

Patients are responsible for obtaining and maintaining valid passports, visas, medical travel permissions and other documents required for entry into, stay in and departure from India.

Med Safar India may facilitate the obtaining of supporting medical documentation from a relevant Healthcare Provider where available. It cannot guarantee the grant, renewal or timely processing of a visa or other travel authorisation.

Travel dates should be planned in consultation with the treating Healthcare Provider, particularly where recovery time or fitness to fly is relevant.

The Patient must comply with medical advice concerning travel and recovery. Any change to return travel arrangements will be subject to the applicable airline, accommodation or travel provider's terms.

Unless expressly included in a written service proposal, Med Safar India's facilitation fees do not include travel insurance, medical insurance or insurance covering treatment complications.

Patients are encouraged to review appropriate insurance options before travelling, including cover for trip cancellation, emergency medical expenses, repatriation, travel disruption and other relevant risks.

Patients should confirm directly with the insurer whether elective treatment in India, complications arising from treatment, medical evacuation and associated expenses are covered.

Med Safar India does not guarantee insurance eligibility, acceptance of a claim or payment of any insurance benefit.

All original content on the Website, including text, graphics, branding, logos, design elements and other materials owned or lawfully used by the Company, is protected by applicable intellectual property laws.

You may access and use Website content for personal, non-commercial informational purposes.

You must not reproduce, distribute, modify, commercially exploit or republish Website content without prior written permission, except where permitted by applicable law.

The names, logos and materials of hospitals, doctors and other third parties remain the property of their respective owners and may be used only with appropriate authorisation.

The Company may update, modify or remove Website content from time to time.

We aim to maintain a reliable and accessible Website but do not guarantee uninterrupted availability or freedom from every technical error.

The Website may be temporarily unavailable due to maintenance, upgrades, security measures or circumstances beyond our reasonable control.

You agree not to misuse the Website, interfere with its operation, attempt unauthorised access, submit knowingly false information or use it for unlawful purposes.

We reserve the right to restrict or suspend access where reasonably necessary to protect the Website, its users or the Company's lawful interests, subject to applicable law.

Med Safar India will exercise reasonable care in performing the facilitation services expressly agreed with the Patient.

To the extent permitted by applicable law, the Company will not be responsible for losses arising solely from the independent clinical decisions, acts or omissions of a Healthcare Provider or from the independent performance of another service provider, where such matters are outside the Company's responsibility.

The Company does not guarantee the conduct, availability, performance or outcome of services supplied independently by third parties.

To the extent permitted by law, Med Safar India will not be liable for indirect or consequential losses that were not reasonably foreseeable, including loss of anticipated business opportunities or costs arising from personal travel plans unrelated to the agreed facilitation services.

The Company will not be responsible for delays or failures caused by events beyond its reasonable control, provided it has complied with any applicable legal obligations.

Nothing in these Terms excludes or limits liability where such exclusion or limitation is prohibited by law, including liability that cannot lawfully be excluded for fraud, wilful misconduct, negligence or breach of a mandatory statutory duty.

Nothing in these Terms is intended to remove any non-waivable consumer rights or other protections available to a Patient under applicable law.

To the extent permitted by applicable law, you agree to compensate Med Safar India for direct losses and reasonable costs arising from your unlawful use of the Website, deliberate misrepresentation, fraudulent conduct or material breach of these Terms.

This provision applies only to losses legally attributable to your conduct and does not require you to indemnify the Company for losses caused by its own negligence, breach of law or other conduct for which it is legally responsible.

Med Safar India will take reasonable measures to safeguard confidential information received in connection with its services, subject to applicable law and the requirements of providing those services.

Information may be disclosed to relevant Healthcare Providers, service partners or authorised representatives where reasonably necessary to deliver the requested services and where permitted by law.

You agree to provide accurate contact details and to review communications concerning appointments, payments, documentation and travel arrangements.

Electronic communications may be used for administrative coordination, subject to applicable law and appropriate safeguards. However, ordinary email or messaging platforms may not provide the same level of security as dedicated medical information systems.

The Website may contain links to external websites, resources or service providers for convenience or informational purposes.

Med Safar India does not control all external websites and is not responsible for their content, security, privacy practices or availability.

Access to third-party websites is at your discretion and subject to their applicable terms and privacy policies.

Med Safar India may suspend or discontinue facilitation services where reasonably necessary because of non-payment, materially inaccurate information, unlawful conduct, a provider's unavailability or other legitimate operational or legal reasons.

Where reasonably practicable, the Company will communicate the reason for suspension or termination and any available next steps.

Termination will not automatically extinguish payment obligations already incurred or contractual rights and refund entitlements that have accrued.

Any refund due following termination will be determined under the applicable service agreement, cancellation terms and law.

Med Safar India may revise these Terms from time to time to reflect changes in its services, operational practices or applicable law.

The revised version will be published on the Website with an updated effective date.

Changes will apply prospectively, subject to applicable law and any existing contractual rights. Where a change materially affects an existing booking or service arrangement, the applicable agreed terms and mandatory legal requirements will govern.

You should review these Terms periodically when using the Website or requesting services.

These Terms will be governed by the laws of India.

Subject to applicable law, the courts of competent jurisdiction in Mumbai, Maharashtra, India, will have jurisdiction over disputes arising from these Terms.

Nothing in this clause prevents a Patient from exercising a right to approach a consumer commission, regulatory authority or other forum where such a right is available under applicable law.

The parties are encouraged to attempt to resolve concerns through good-faith communication before commencing formal proceedings, without limiting any applicable statutory rights or limitation periods.

If any provision of these Terms is found to be invalid, unlawful or unenforceable by a competent authority, that provision will be limited or severed to the extent necessary.

The remaining provisions will continue to apply to the extent they remain valid and enforceable under applicable law.

These Terms, together with the applicable quotation, service proposal, booking confirmation, Privacy Policy and any separately executed agreement, constitute the terms governing the relevant services.

If a specific written service agreement expressly varies a provision of these Terms, that agreement will prevail to the extent of the inconsistency for the services it covers.

Nothing in these Terms overrides a mandatory provision of applicable law.

For enquiries, clarification of these Terms or assistance concerning Med Safar India's services, please contact:

TravGrub Private Limited

Operating under the brand Med Safar India

Office No. 222, 2nd Floor, Neo Corporate Plaza, Malad West, Mumbai, Maharashtra – 400064, India.

Email: care@medsafar.com

Telephone/WhatsApp: +919820322088

Website: www.medsafar.com

By accessing the Website or engaging Med Safar India's services, you acknowledge that you have had an opportunity to review these Terms and that your use of the relevant services is subject to the applicable provisions set out above and under applicable law.