Terms & Conditions

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These Terms & Conditions ("Terms") govern your access to and use of the website, cloud-based healthcare management platform, mobile and web applications, and related services (collectively, the "Services") offered under the Medplix.AI brand by Medplix AI Private Limited, a company incorporated in India (CIN: U62013MR2026PTC477850) with its registered office at Innov8 Q Parc, Ghansoli/Rabale, Thane – 400701, Maharashtra, India ("Medplix", "Medplix.AI", "we", "us", or "our"). By creating an account, subscribing, or otherwise accessing or using the Services, you ("Customer", "you", or "your") agree to be bound by these Terms on behalf of yourself and the organisation you represent.

The Services are intended for healthcare businesses in India — hospitals, clinics, laboratories, diagnostic centres and pharmacies. If you do not agree with these Terms, please do not access or use the Services. If you are entering into these Terms on behalf of an organisation, you represent that you are authorised to bind that organisation.

1. The Services

Medplix.AI provides cloud-based software to help healthcare providers manage their operations. Depending on your subscription and provider type, the Services may include modules and features for outpatient (OPD), inpatient (IPD), intensive care (ICU) and operating-theatre (OT) management; a laboratory information system (LIS); pharmacy management; GST-ready billing; HR and payroll; owner dashboards and analytics; Medplix Bazaar (a wholesale procurement marketplace); AI Connect (a secure, read-only, tenant-isolated connector to third-party AI assistants); and Medplix Sales CRM (available at crm.medplix.ai and also embedded as the lead-capture form on our website).

The Services are provided on a software-as-a-service basis over the internet. We may add, modify, enhance, or discontinue features, modules or integrations from time to time to improve the platform, meet regulatory requirements, or for operational reasons. Where a change materially reduces core functionality of a paid feature during your subscription term, we will use reasonable efforts to give you advance notice.

As part of the Services, and consistent with the commitments published on our website, we provide encryption of data in transit (TLS) and at rest, automatic daily backups, role-based access control, full audit logs and trails, tenant isolation, 24/7 support, and regular platform updates. These measures reduce risk but do not amount to a guarantee that the Services will be uninterrupted or free from every security incident (see Section 11).

2. Eligibility & accounts

• The Services are intended for businesses. You must be a registered healthcare establishment or an authorised representative acting on its behalf, and at least 18 years of age, to use the Services.
• You must hold and maintain all registrations, licences and permissions required to operate your establishment under applicable clinical-establishment, medical, pharmacy and other laws.
• You are responsible for the accuracy and completeness of the information you provide when registering and for keeping it up to date.
• You are responsible for maintaining the confidentiality of your account and login credentials, for configuring role-based access appropriately among your staff, and for all activity that occurs under your account and authorised user logins.
• You must notify us promptly at support@medplix.ai of any suspected unauthorised access, loss of credentials, or security incident affecting your account.

3. Subscriptions, pricing & billing

• Currency and taxes. Fees are stated in Indian Rupees (INR) and are exclusive of GST and any other applicable taxes, levies or duties, which will be added and charged in addition at the prevailing rates.
• Billing cycle. Subscriptions are billed annually in advance for the applicable term, unless we agree otherwise in writing. Any monthly figures shown for illustration are billed on an annual basis.
• Add-ons. Additional per-user logins (such as Doctor, Reception, Lab and Pharmacy logins) and the AI Connect add-on are optional and are charged at the rates published or quoted at the time of purchase, on the same annual cycle as your subscription.
• Free trial. Where a free trial is offered, it is provided for evaluation only and does not automatically convert to a paid plan. A trial becomes a paid subscription only if and when you choose to subscribe. We may modify or withdraw trial availability at any time.
• Non-refundable. Except where a refund is required by applicable law, fees already paid are non-refundable, including for any unused or partial subscription period following cancellation, downtime, or reduction in users or modules.
• Price revision. We may revise pricing for renewals or future terms. We will provide reasonable prior notice of any price change, which will take effect from your next renewal.
• Non-payment. If invoices are not paid by the due date, we may, after reasonable notice, suspend or restrict access to the Services until outstanding amounts are cleared, and may charge interest on overdue amounts to the extent permitted by law.

4. Acceptable use

You agree to use the Services only for lawful business purposes and in accordance with these Terms. You agree not to, and not to permit any user to:

• Use the Services in violation of any applicable law or regulation, including healthcare, data-protection, GST, medical, pharmacy or clinical-establishment requirements.
• Upload, store or transmit content that is unlawful, infringing, defamatory, or that violates the intellectual-property, privacy or other rights of any person.
• Attempt to gain unauthorised access to, disrupt, probe, or interfere with the platform, its infrastructure, or the data or tenant space of any other customer.
• Reverse-engineer, decompile, or attempt to derive the source code of the Services, except to the limited extent such restriction is prohibited by applicable law.
• Introduce malicious code, or use the Services to send spam, or in any way that imposes an unreasonable or disproportionately large load on our systems.
• Resell, sublicense, rent, or otherwise make the Services available to third parties, except as expressly permitted in writing by us.

We may investigate suspected violations and take appropriate action, including suspension or termination, and, where required, cooperation with lawful authorities.

5. Customer & patient data

For patient and clinical data entered into the Services, you (the Customer) are the data fiduciary/controller and Medplix acts as a data processor on your documented instructions. This allocation of roles applies under the Digital Personal Data Protection Act, 2023 (DPDP Act) and, to the extent applicable, the Information Technology Act, 2000 and the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011 (SPDI Rules).

• Your responsibilities. You are responsible for the accuracy and lawfulness of the data you input; for obtaining and maintaining all consents, notices and legal bases required from patients and data principals; for using the Services in compliance with applicable medical, pharmacy, clinical-establishment and data-protection laws; and for configuring access so that only authorised users can view patient records.
• Our role as processor. We process patient and clinical data only to provide, secure and support the Services, and in accordance with your documented instructions and these Terms. We store such data in a tenant-isolated manner and apply the security measures described in Section 1. We do not use patient records for advertising, and we do not sell such data.
• Data we handle as a fiduciary. Separately, we collect and process certain business account and contact data, website and CRM lead data, and usage data as a data fiduciary in our own right. Our handling of that data is described in our Privacy Policy.
• ABDM/ABHA. Certain features are designed to work with, and are working towards alignment with, the Ayushman Bharat Digital Mission (ABDM)/ABHA ecosystem. Availability of any such interoperability depends on applicable onboarding, approvals and specifications, and is not a representation that any given integration is presently certified or complete.

Medplix.AI is a software and information tool. It does not provide medical advice and does not make clinical decisions (see Section 10).

6. Medplix Bazaar

Medplix Bazaar is an optional wholesale procurement marketplace that facilitates orders between you and third-party suppliers. Medplix acts only as a technology platform and facilitator. Medplix is not the seller of the products listed on Bazaar, does not manufacture, own, warehouse or dispatch them, and is not a party to the contract of sale formed between you and a supplier.

• Product descriptions, pricing, availability, licences, quality, packaging, expiry, delivery and after-sales support are the responsibility of the relevant supplier.
• You are responsible for ensuring that any products you order (including any regulated pharmaceuticals or devices) may be lawfully purchased, stored, handled and dispensed by your establishment under applicable law and your licences.
• Any dispute regarding an order — including defects, shortages, delays, returns or refunds — is between you and the supplier. We may, at our discretion, provide reasonable assistance to help resolve such disputes, but we are not liable for supplier acts or omissions.

7. AI Connect

AI Connect is an optional add-on that provides a secure, read-only, tenant-isolated connector (an MCP connector) enabling authorised third-party AI assistants (such as Claude or ChatGPT) to access your organisation's data on your instruction. Key points:

• AI Connect is disabled unless you choose to enable it, and it exposes a given organisation's data only to that organisation's authorised connection. It is read-only and does not permit the connected assistant to modify your records through the connector.
• When you enable AI Connect, your use of the connected AI assistant is subject to the third-party AI provider's own terms and policies. We do not control, and are not responsible for, those third-party services, their outputs, availability, or their handling of information once it is processed by them at your direction.
• You are responsible for deciding whether to enable AI Connect, for the scope of access you authorise, and for ensuring that such use is consistent with your legal obligations, including any consents required from data principals.
• AI-generated outputs may be inaccurate or incomplete and must not be relied upon as medical advice or as a clinical decision. Section 10 applies.

8. Intellectual property

The Services — including all software, source code, design, user interfaces, documentation, and trademarks (including the "Medplix", "Medplix.AI", "Medplix Bazaar", "AI Connect" and "Medplix Sales CRM" names and logos) — are owned by Medplix or its licensors and are protected by applicable intellectual-property laws. Subject to these Terms and payment of applicable fees, we grant you a limited, non-exclusive, non-transferable, non-sublicensable right to access and use the Services during your subscription term for your internal business purposes.

You retain all rights in the data you enter into the Services. You grant us the limited right to host, process and transmit that data as necessary to provide, secure and support the Services. If you provide feedback or suggestions, we may use them to improve the Services without obligation to you. No rights are granted except as expressly stated in these Terms.

9. Third-party services

The Services may interoperate with or rely on third-party products and services, such as cloud hosting, payment gateways, messaging or communication providers, and AI assistants accessed via AI Connect. Your use of any third-party service may be subject to that provider's separate terms and policies. We do not control and are not responsible for third-party services, their availability, or their acts or omissions. Where a third-party service is discontinued or changes, related functionality of the Services may be affected.

10. Disclaimers

The Services are provided on an "as is" and "as available" basis, without warranties of any kind, whether express, implied or statutory, to the maximum extent permitted by law, including any implied warranties of merchantability, fitness for a particular purpose, accuracy, or non-infringement. We do not warrant that the Services will be uninterrupted, timely, error-free, or that all defects will be corrected.

The Services are a management and information tool and are NOT medical advice, a diagnosis, a treatment recommendation, or a clinical decision-maker. The Services do not replace the professional judgment of qualified healthcare practitioners. All clinical, diagnostic, prescribing, dispensing and treatment decisions remain the sole responsibility of your qualified staff, who must independently verify information before acting on it. You are responsible for maintaining appropriate manual and backup procedures.

11. Limitation of liability

To the maximum extent permitted by applicable law, Medplix and its affiliates, directors, employees and suppliers shall not be liable for any indirect, incidental, special, consequential, exemplary or punitive damages, or for any loss of profits, revenue, goodwill, or data, arising out of or relating to the Services, even if advised of the possibility of such damages.

To the maximum extent permitted by law, the total aggregate liability of Medplix and its affiliates for all claims arising out of or relating to the Services or these Terms, whether in contract, tort or otherwise, shall not exceed the total subscription fees actually paid by you to us in the twelve (12) months immediately preceding the event giving rise to the claim. To the extent permitted by law, any claim arising out of or relating to the Services must be brought within twelve (12) months of the date the cause of action arises, after which it is permanently barred. Nothing in these Terms excludes any liability that cannot be excluded or limited under applicable law.

We do not guarantee that the Services will be free from every security incident. While we maintain the safeguards described in Section 1, no method of transmission or storage is completely secure, and we do not provide any absolute breach-free guarantee.

12. Indemnity

You agree to indemnify, defend and hold harmless Medplix and its affiliates, directors, employees and agents from and against any claims, demands, losses, liabilities, damages, costs and expenses (including reasonable legal fees) arising out of or relating to: (a) your use of the Services in breach of these Terms or applicable law; (b) the data you input and your responsibilities as data fiduciary, including consents and lawful processing of patient data; (c) your transactions with suppliers on Medplix Bazaar; (d) your enablement and use of AI Connect and any connected third-party AI service; and (e) your infringement of any third-party rights. We will notify you of any such claim and may, at our option, participate in its defence.

13. Suspension & termination

You may cancel your subscription in accordance with your plan terms; cancellation takes effect at the end of the paid term and does not entitle you to a refund of fees already paid (see Section 3). We may suspend or terminate access, in whole or in part, for breach of these Terms, non-payment, suspected unlawful or harmful activity, or where required by law, using reasonable notice where practicable.

On termination or expiry, your right to access the Services ends. We will make your data available for export for a reasonable data-export window (as communicated to you at the relevant time), after which we may delete or de-identify your data in the ordinary course, subject to any retention required by applicable law or backup cycles. You are responsible for exporting your data within that window. Provisions that by their nature should survive termination (including those on data responsibilities, intellectual property, disclaimers, limitation of liability, indemnity, and governing law) will survive.

14. Governing law, dispute resolution & general

These Terms are governed by and construed in accordance with the laws of India, without regard to conflict-of-law principles. Subject to applicable law, the courts at Thane, Maharashtra shall have exclusive jurisdiction over any dispute arising out of or relating to these Terms or the Services. The parties will first attempt to resolve any dispute amicably through good-faith discussions before initiating proceedings.

Arbitration. Any dispute that is not resolved amicably within thirty (30) days shall be referred to and finally resolved by binding arbitration under the Arbitration and Conciliation Act, 1996, by a sole arbitrator appointed mutually by the parties. The seat and venue of arbitration shall be Thane, Maharashtra, and the proceedings shall be conducted in English. Each party shall bear its own costs unless the arbitrator directs otherwise. Nothing in this clause prevents Medplix from seeking urgent injunctive relief from a court of competent jurisdiction to protect its intellectual property or confidential information.

Force majeure. Medplix shall not be liable for any delay or failure to perform resulting from causes beyond its reasonable control, including acts of God, natural disasters, epidemics, war, civil unrest, acts of government, strikes, power or telecommunication failures, internet or hosting-provider outages, or failures of third-party services. Obligations are suspended for the duration of such events.

General. Medplix may assign these Terms to an affiliate or in connection with a merger, acquisition or sale of assets; you may not assign them without our prior written consent. These Terms, together with the Privacy Policy and Data Security Policy, constitute the entire agreement between the parties regarding the Services and supersede all prior discussions. If any provision is held unenforceable, the remaining provisions remain in full force. A failure to enforce any provision is not a waiver of it. We may provide notices to you by email or through the Services; notices to Medplix should be sent to support@medplix.ai.

15. Changes to these Terms

We may update these Terms from time to time to reflect changes to the Services, legal or regulatory requirements, or our business. The "Last updated" date at the top indicates when the latest version took effect. Where changes are material, we will use reasonable efforts to notify you. Your continued use of the Services after the updated Terms take effect constitutes acceptance of the changes. If you do not agree, you should stop using the Services.

16. Contact

For any questions about these Terms or the Services, please contact us:

• Email: support@medplix.ai
• Phone (call & WhatsApp): +91 95158 31777
• Alternate phone: +91 95408 89999
• Registered office: Medplix AI Private Limited, Innov8 Q Parc, Ghansoli/Rabale, Thane – 400701, Maharashtra, India
• CIN: U62013MR2026PTC477850
• Sales: sales@medplix.ai

These Terms should be read together with our Privacy Policy and our Data Security Policy.