Terms of Service

Effective date: 1 January 2025. Last updated: March 2025. By accessing or using CalDoc India you agree to these terms.

1. Platform Nature & Regulatory Framework

CalDoc India is a technology platform that connects patients with independently practising, NMC/State Medical Council-registered medical practitioners (RMPs). CalDoc is not a hospital, clinic, or healthcare provider and does not employ or supervise physicians.
All telemedicine services on this platform are governed by the Telemedicine Practice Guidelines 2020 (MoHFW, GSR 226(E), 25 March 2020), enforced by the National Medical Commission (NMC).
Pharmacy and lab-at-home services are governed by the Drugs and Cosmetics Act, 1940, and partner with licensed pharmacies and NABL/NABH-accredited laboratories.

Provide accurate, current, and complete personal and medical information at the time of booking.
Provide explicit informed consent before each teleconsultation.
Disclose all relevant medical history, allergies, and current medications to the RMP.
Use this service only for non-emergency conditions. For emergencies, call 112 (India) or visit the nearest hospital.
Ensure you have a stable internet/cellular connection for video or audio consultations.

All RMPs must maintain valid NMC or State Medical Council registrations and update CalDoc if their registration status changes.
RMPs agree to comply with the Telemedicine Practice Guidelines 2020 in all consultations.
RMPs must maintain patient medical records for a minimum of 3 years.
RMPs must not prescribe Schedule X drugs via telemedicine under any circumstances, in compliance with TPG 2020 Section 3.8.
RMPs must refer patients to in-person care whenever clinical judgement requires it.

Prescriptions issued via CalDoc are digital prescriptions compliant with MoHFW ePrescription standards.
Schedule X drugs (narcotic, psychotropic, and controlled substances under the Narcotic Drugs and Psychotropic Substances Act, 1985) cannot be prescribed or dispensed through this platform.
Schedule H and H1 drugs require a valid prescription and are dispensed only by licensed partner pharmacies upon prescription verification.
Prescription drug orders through CalDoc Rx delivery must include a valid prescription. CalDoc reserves the right to reject any order that cannot be verified.

All payments are processed through Razorpay (PCI-DSS Level 1 certified). CalDoc does not store payment card details.
Consultation fees are collected at the time of booking. Cancellations made more than 2 hours before a scheduled slot are eligible for a full refund.
Cancellations within 2 hours of the slot or no-shows may be subject to a partial or no refund, at the provider's discretion.
Refunds are processed within 5–7 business days to the original payment method.

CalDoc is a technology intermediary. Medical opinions, diagnoses, and prescriptions are the professional responsibility of the treating RMP, not of CalDoc India.
CalDoc is not liable for adverse outcomes resulting from incomplete or inaccurate patient-provided information, or from a patient's failure to seek in-person care when advised.
To the maximum extent permitted by law, CalDoc's aggregate liability for any claim shall not exceed the consultation fee paid for the relevant appointment.

Grievances may be submitted to our Grievance Officer at grievance@telemed.in. We will acknowledge within 48 hours and resolve within 30 days.
Complaints about an RMP's professional conduct may be submitted to the National Medical Commission or the relevant State Medical Council.
These terms are governed by the laws of India. Disputes are subject to the jurisdiction of courts in India.
CalDoc reserves the right to update these terms with 15 days' notice. Continued use implies acceptance of the revised terms.