Terms of Service

Healui is a sole proprietorship of [[PROPRIETOR — FULL LEGAL NAME]], with its principal place of business at [[PRINCIPAL PLACE OF BUSINESS — ADDRESS, CITY, PIN]] ("Healui", "we", "us", "our"). A sole proprietorship has no legal personality separate from its proprietor, so your agreement is with the proprietor trading as Healui.

GSTIN: [[GSTIN, IF REGISTERED — otherwise delete this clause]].

These Terms govern your use of the Healui marketplace and websites, the Healui patient application, the Healui Clinic application, app.healui.com, the patient care portal, and Healui Pro. Together we call these "the Platform". By creating an account or using the Platform, you accept these Terms. If you do not accept them, please do not use the Platform.

Our Privacy Policy explains what we do with your information, and our Disclaimer explains the limits of what the Platform is. Both form part of these Terms.

• Patient: an individual who books or receives physiotherapy through the Platform.
• Physiotherapist: an independent, qualified practitioner who offers services through the Platform, whether practising alone or through a Clinic.
• Clinic: a practice, hospital or organisation that uses Healui Pro to manage its patients and staff.
• Healui Pro: the electronic medical records product licensed to Clinics, covered by Part C.
• Content: anything uploaded, entered or generated on the Platform, including clinical records, documents, images and recordings.

You need an account to use most of the Platform. We verify your identity with a one-time passcode sent to your mobile number, so your number is your credential. Keep access to it secure, and tell us promptly if you lose control of it.

• You must be 18 or older to hold an account. A parent or lawful guardian may hold an account on behalf of a minor and is responsible for it.
• The information you give us must be accurate and current. Clinical decisions are made from what you tell us, so this matters more here than on an ordinary website.
• One account per person. Do not share your account or let anyone else use your number to access it.
• You are responsible for activity on your account, except where it results from our failure.

Use the Platform for its purpose: giving or receiving physiotherapy care. You must not:

• Scrape, crawl, harvest or bulk-extract data, including physiotherapist listings, availability or prices.
• Resell, sublicense or commercially exploit any part of the Platform without our written agreement.
• Impersonate anyone, misstate your qualifications, or hold yourself out as a practitioner you are not.
• Upload another person’s health information unless you are their clinician, their guardian, or otherwise lawfully authorised.
• Attempt to access records belonging to another patient, clinic or account, or probe, scan or test the security of the Platform without our written permission.
• Introduce malware, overload the Platform, or interfere with its operation.
• Use the Platform for anything unlawful, or for any purpose that would put a patient at risk.

If you are a security researcher and you find a vulnerability, we would rather hear from you than not. Write to grievance@healui.com and we will not pursue good-faith research that respects patient privacy and does not degrade the service.

The Platform itself — the software, interface, design, and the Healui name and marks — belongs to us. These Terms give you permission to use it, not ownership of it.

Your Content stays yours. Clinical records created by a Clinic belong to that Clinic; information you provide as a Patient belongs to you. You grant us only the permission we need to host, process, transmit, back up and display that Content in order to run the Platform and provide the service you asked for. That permission ends when the Content is deleted, except where we are required to retain it, and it never extends to selling your Content or using it to advertise to you.

You may send us feedback and suggestions, and we may act on them freely without owing you anything for it.

The Platform runs on third-party infrastructure — hosting, sign-in verification, messaging, payments and AI processing. Those providers are named, with what each one receives and where it operates, in our Privacy Policy and on our Data Security page. We choose them carefully and contract them appropriately, but we do not control their own services, and their outages can affect ours.

The Platform is provided on an "as is" and "as available" basis. We work hard to keep it accurate, secure and running, but we do not warrant that it will be uninterrupted, error-free, or that any particular clinical or commercial outcome will follow from using it.

Healui is not a healthcare provider and does not practise medicine or physiotherapy. Nothing on the Platform is medical advice from us. Our Disclaimer sets this out in full, and it matters — please read it.

We do not employ physiotherapists who offer services through the marketplace, and we do not guarantee the quality, suitability or outcome of care any of them provides. We verify registration details where we can, but the professional relationship is between you and them.

Read this first: nothing in these Terms limits or excludes your rights under the Consumer Protection Act, 2019, or any other liability that cannot lawfully be excluded — including liability for death or personal injury caused by negligence, or for fraud. Where anything below conflicts with those rights, those rights win.

Subject to that, and to the maximum extent Indian law permits, we are not liable for indirect, incidental, special or consequential loss, or for loss of profits, revenue, goodwill or anticipated savings, arising from your use of the Platform.

Again subject to the paragraph above, our total aggregate liability to you for all claims arising in any twelve-month period is limited to the total amount you paid us for the Platform in that period. Where you have paid us nothing — which is the case for most Patients, because sessions are paid directly to the physiotherapist — that limit does not extinguish the non-excludable rights described above.

We are not liable for the clinical acts or omissions of an independent physiotherapist or Clinic, for care delivered outside the Platform, or for a Clinic’s handling of records it controls as Data Fiduciary.

If a third party brings a claim against us because you broke these Terms, uploaded Content you had no right to upload, or used the Platform unlawfully, you agree to cover the reasonable losses and legal costs we incur as a result. We will tell you promptly about any such claim and will not settle it without consulting you.

You may stop using the Platform at any time, and delete your account yourself at healui.com/delete-account without signing in.

We may suspend or close an account where these Terms are seriously or repeatedly breached, where we are legally required to, or where continuing would put patient safety or data at risk. Except where the law prevents us or where the risk is immediate, we will tell you why and give you a chance to put it right.

Ending this agreement does not end obligations that are meant to survive it, including retention of clinical and financial records that law requires us or your Clinic to keep. Our Privacy Policy explains exactly what is deleted and what is kept.

We may update these Terms as the Platform, our practices or the law change. When a change is material we will update the effective date above and, where it is reasonable to do so, notify you before it takes effect. Continuing to use the Platform after that means you accept the revised Terms. If you do not accept them, stop using the Platform and, if you wish, delete your account.

These Terms are governed by the laws of India. Subject to the paragraph below, the courts at Bengaluru, Karnataka have exclusive jurisdiction.

If you are a consumer, that clause does not deprive you of the right to bring proceedings where the Consumer Protection Act, 2019 allows you to, including before the consumer forum for the place where you reside or work.

Before starting formal proceedings, please raise the matter with our Grievance Officer. Most disputes are quicker to fix that way, and we would rather fix them.

In line with Indian law, you can reach a named point of contact for any complaint about the Platform or your data. We will acknowledge and address it within the timelines the law requires.

• Grievance Officer, Healui
• Email: grievance@healui.com
• Phone: +91 82829 89891
• Everything else, including data processing agreements and record exports: support@healui.com

When you book through Healui, your treatment contract is with the physiotherapist or clinic who treats you, not with us. They are independent professionals. They are responsible for their own registration and qualifications, for their clinical judgement, for the care they deliver, and for their own professional indemnity.

Our role is to help you find them, book a time, and hold the records of that care. We are responsible for the Platform doing that properly.

A booking is a request until it is confirmed. Slots shown on the Platform reflect a physiotherapist’s stated availability, which can change. We will tell you promptly if a booking cannot be honoured, and help you find another time or practitioner.

Prices shown are set by the physiotherapist or clinic and include any travel component we display for home visits. Please tell us accurately what you need, including the condition being treated and any access requirements, because a physiotherapist may reasonably decline a booking that is outside their scope of practice.

Healui does not currently collect payment for sessions online. You pay your physiotherapist directly, at the time of your session, by whatever method the two of you agree. The price shown when you book is the price you should be asked for.

Because we never hold your money, there is nothing for Healui to refund. Cancellation terms still apply between you and your physiotherapist — see the next section and our Refund Policy. If we introduce online payment in future, we will update these Terms and tell you before it applies to you.

Any invoice or receipt for your care is issued by the physiotherapist or clinic that treated you. Tell us at grievance@healui.com if you are asked to pay something other than the price shown at booking; we want to know.

You can cancel or reschedule from your bookings screen. Please give as much notice as you can: a physiotherapist has usually reserved travel time and turned away other patients for your slot. Our Refund Policy sets out the notice periods that apply.

If a physiotherapist cancels on you, or does not arrive, tell us. We will help you rebook and we take repeated cancellations seriously when deciding who stays on the marketplace.

Because payment is made in person, a late cancellation or no-show does not result in Healui charging you. It may affect a physiotherapist’s willingness to accept future bookings from you, and persistent no-shows may lead us to limit your account.

For a home visit, you are inviting a professional into your home, so a few things are on you:

• Give a complete, accurate address, and be reachable on the number attached to your booking.
• Provide a safe, reasonably private space in which treatment can take place.
• Tell us in advance if there is anything the physiotherapist should know before arriving, including pets, access restrictions, or anyone unwell in the household.

A physiotherapist may end or decline a visit if the environment is unsafe, if they are subjected to harassment or abuse, or if a treatment cannot be delivered safely at home. We support that decision. Equally, you are entitled to be treated with respect and professionalism, and to ask for a chaperone or a companion to be present.

Online consultations are delivered by the physiotherapist, who decides whether your condition can be assessed and treated appropriately at a distance, consistent with the Telemedicine Practice Guidelines, 2020. They may tell you that an in-person assessment is necessary, and if they do, please follow that advice.

A video consultation needs a working device, camera, microphone and connection at your end. Where a consultation fails for a technical reason on our side, we will help you rearrange it.

If you are having a medical emergency, call 112 or go to your nearest emergency department. Do not book an appointment, send a message, or wait for a reply on Healui. The Platform is not monitored for emergencies and is not a substitute for emergency care.

Healui Pro is licensed to your Clinic on a subscription basis, for the plan, term and fee agreed when you sign up or in a separate order. Fees are exclusive of GST and other applicable taxes unless stated otherwise. Where a free trial or free tier is offered, we will make its limits clear before you rely on it.

Subscriptions renew for successive terms unless either of us gives notice before the end of the current term. We may change pricing for a future term with reasonable notice; we will not change the price mid-term.

Your licence is for your Clinic and its authorised staff. You are responsible for who you grant access to, for removing staff who leave, and for what your staff do with the Platform.

Patient records your Clinic creates in Healui Pro belong to your Clinic. Under the Digital Personal Data Protection Act, 2023, your Clinic is the Data Fiduciary for those records and Healui is your Data Processor: we process them on your instructions to provide the service, and for no other purpose.

• We do not sell your data, use it to advertise, or use your patient list to market the Healui marketplace.
• Marketplace patients are a separate population who consent to Healui directly. The two are never merged.
• Every request is authorised against the Clinic that owns the record, so another Clinic cannot reach your patients.

The DPDP Act expects a contract between a Data Fiduciary and its Processor. We are rolling out formal data processing agreements to every clinic partner — email support@healui.com and we will send you ours. Our Data Security page describes the safeguards in place today, and is explicit about what is still being built.

You can ask for a complete export of your Clinic’s records at any time, in standard formats, by emailing support@healui.com. There is no lock-in clause, no exit fee and no waiting period. A self-service export from your dashboard is in development; until it ships, the request route above is how you get your data.

If your subscription ends, we will keep your Clinic’s data available for a reasonable period so you can export it, and tell you before anything is removed. We will not hold your patient records hostage over a commercial dispute — that would be indefensible with clinical data.

Some records must survive termination: consent evidence, access logs and financial records exist to demonstrate that patient data was handled lawfully, and destroying them would remove the protection they provide to patients.

We aim to keep Healui Pro available and responsive, and we will give reasonable notice of planned maintenance where we can. Support is available at support@healui.com.

To be straight with you: we do not currently commit to a contractual uptime SLA, and we are not ISO 27001 certified. If your procurement process needs either, tell us before you sign rather than after. We would rather lose a deal than promise a number we cannot yet stand behind.

Using Healui Pro does not transfer your professional or legal obligations to us. You remain responsible for:

• Obtaining valid consent from your patients, and honouring a withdrawal of consent when one is recorded.
• The accuracy and clinical adequacy of the records your staff create.
• Reviewing every AI-assisted suggestion before relying on it. AI output is assistive; the treating clinician decides.
• Managing your staff’s access, and removing it promptly when someone leaves.
• Your own registration, licensing, professional indemnity and regulatory compliance.
• Notifying the Data Protection Board and affected patients if a breach affects records for which you are the Data Fiduciary. We will give you the facts quickly enough to do it.

We may suspend Healui Pro for non-payment after telling you and giving you a reasonable chance to settle, or immediately where use of the Platform is unlawful or puts patient data at risk.

Where we suspend for non-payment, you keep the right to request an export of your records. Access to clinical data is not a lever we will use to collect a debt.