Patient Terms & Conditions

Please read these terms carefully. By accessing and using this platform, you confirm that our terms and conditions are set out here. If you do not agree to the terms of use, do not use this platform.

Welcome to Eezaa mobile Application. The Application is operated by Lemuria Aim Private Limited (“LAPL”), having its registered office at #2/192, First Street, Polambakkam village & post, Cheyyur Tk, Chengalpattu Dt, Tamilnadu 603309.

We at Lemuria Aim Pvt Ltd ("LAPL", "We", "Us") provide the Services to all persons who access or use our EEZAA Platform ("Platform") for any reason ("You", "Yours", "User"). Subject to the Notices, Terms and Conditions set forth in the Terms and Conditions ("Terms and Conditions", "Agreement"), with the Privacy Policy available here is https://www.eezaa.in/privacy.html.

Eligibility
1. If you are under the age of 18 years you are restricted in accessing our platform. In this case you cannot purchase any medicines or product and you cannot transact using our platform.
2. If you are below 18, you can use our platform under the supervision of your parents or legal guardians who are registered users. Similarly you can purchase the product or transact only under the supervision of parents or legal guardians.
3. You have not been previously suspended by LAPL or disqualified from receiving services for any other reason.
4. If LAPL finds that you are under the age of 18, LAPL reserves the right to terminate your memberships and/or deny your access to the platform.
Our services
1. User Account
  1. To use our application, you need to register on the Platform. To register, you must provide some personal information, including but not limited to your name, phone number, email address, date of birth, and gender.
2. Booking an appointment for medical consultation
  1. You can book an appointment for medical consultation with a health care or wellness service provider or physician ("HSP") of your choice via text/ audio/ video chats. Medical guidelines on the platform are available for many specialties.
  2. Your confirmation of an appointment with your preferred HSP on the platform will be send and/or via SMS and/or email and/or online communication or messaging service.
  3. We reserve the right to reschedule or cancel the appointment without any prior notice. The time span for your consultation is indicative and the actual consultation time may vary depending on the choice of consulting HSP.
3. During Medical Consultations:
  1. Make sure you have the right video conference equipment and proper internet connection for the service you want to get. We reserve the right to modify or cancel your appointment without any notice if there are insufficient video conferencing tools, technical error or inappropriate internet connection.
  2. Obtain e-prescription from HSP based on medical advice.
  3. You also know that consulting on this platform does not preclude your right to visit a doctor and have a physical examination at any time.
  4. Online medical consulting services shall be provided remotely in accordance with these Terms and Conditions. The opinion provided by HSP will only be based on the verbal communication between the concerned HSP and the patient and also by any investigation reports uploaded and other information you have provided on the site.
  5. HSP may view your medical on the chat facility on the platform during consultations and may be accessible to you on specific days after the completion of a specific consultation as prescribed by HSP.
  6. Services are by no means for emergency and life-threatening conditions. In such cases it is advisable to take the patient to the nearest hospital.
4. Health Store
  1. Some fast-moving consumer goods including cosmetics, food products, private label products, display, advertising, sales and distribution of drugs, pharmaceuticals, over the counter drugs ("products").
  2. The Company will not represent or provide warranty for the legal title of pharmaceutical products and services offered for sale.
  3. The entire user experience and data related to your use of the LAPL platforms will be stored on any third party server.
Common
1. This platform facilitates only connections between you and HSP and is not responsible for the results of any medical advice, medication or other services you receive.
2. Users are advised to use their option to follow the advice obtained after medical consultation with HSP via platform or postal services. LAPL are not responsible for deficiency or shortfall in Services/ Misdiagnosis/ interpretation Error/ Misconception/ Adverse Effects/ Recommended Treatment or Advice or Investigation Reports / Inappropriate/ faulty medicines
3. LAPL does not in any way allow you to communicate, promote, or allow contacting HSP off-site. Any communication between you and HSP through this Site is subject to these Terms and Conditions.
4. If you are redirected to or visit any other website or application from the Site for the purpose of e-browsing, or to place and / or execute an item of any product / service (or any other aspect related to it) you may purchase or purchase on such website or platform LAPL will not be responsible for any goods or services or any aspect of your experience on such website or any representation and details provided on such website / platform. Products / Services are displayed or sold by such website / site.
5. You are solely responsible for the medical, health and personal information you provide on the Platform and are requested to exercise your discretion in providing such information.
6. The advice or services provided by HSP depend on the information you provide on the platform. So you have to provide accurate and complete information wherever needed on the site, based on which you will receive services.
7. You are solely responsible for maintaining the security and confidentiality of the password and identity assigned. You are solely responsible for the access and use of this platform by anyone who uses the Password and Identity, whether or not you have originally authorized access to or use of this Site, without any restrictions, including all communications and transactions and all obligations (including unlimited, financial obligations) to be exercised through such access or use . As set forth in our Privacy Policy, the information you provide may be used by us for the purpose of services including analysis, research, training and disclosure (if required) of our affiliates, group companies, agencies and government authorities, etc.,
8. We may retain the information you provide and use it without disclosing your identity.
9. If we believe you may violate or violate applicable law or these Terms and Conditions, we reserve the right to refuse service or to suspend accounts at our discretion.
10. You may not reproduce, distribute, display, sell, lease, exchange, create, translate, modify, reverse, disassemble, or exploit the Site or any part thereof unless otherwise permitted in writing by LAPL.
11. You may not use any of the information provided on the platform commercially.
12. You must not impersonate any person or company or misrepresent your identity, age or relationship with any person or organization.
13. You should not attempt to contact the relevant HSP for prior medical advice or any other reason, through email, SMS, messaging services or any other means of communication outside the platform.
14. Unless otherwise agreed in writing by LAPL, you may not assign, modify or subcontract any related orders for any of your rights or obligations or products under these Terms.
15. We have made every effort to display as accurately as possible the information provided by relevant third parties, including HSP. However, we do not accept any responsibility for such information or any other information.
Payment, Cancellation, Returns, and Refund Policy
1. Payment Policy
  1. You agree to pay the purchase of medicine & products, all Service fees, consulting fees, reasonable out-of-pocket expenses, and other fees incurred as a result of using the Services. While LAPL will make every effort to provide You with an accurate estimate of fees in advance, the actual fee may vary depending on the type of Services purchased and the number or duration of the Services subscribed to.
  2. You may pay for any of the Services via the Platform using any payment service, such as UPI, internet banking, or debit or credit cards ("Fees"). When you proceed to pay the Fees, you will be directed to our third-party payment aggregator/gateway partners such as Razorpay, PayU, and PhonePe ("Payment Aggregator(s)"). When you are redirected to the Payment Aggregator, you agree to be bound by the terms and conditions and privacy policies imposed by the third-party payment gateway/aggregation partner on the basis of which the transaction will take place. We will share your information with the Payment Aggregator in accordance with the terms of our privacy policy (available at https://eezaa.in/policy.html), and it will be processed in accordance with the privacy policy of the respective Payment Aggregator as made available to you by such Payment Aggregator. To clear up any confusion, we do not charge any fees for Tokenisation services, either directly or indirectly. Any change in the pricing of the Services via the Platform shall not be construed as a charge for tokenisation services.
  3. LAPL will not be liable in any way if you provide incorrect or inaccurate details (including those concerning credit or debit card(s)) when paying the Fees, or if you use a credit or debit card that you do not lawfully own, or if you allow a third party to use your password or any other means of accessing your bank account, credit card, or debit card. Please keep in mind that neither we nor the Payment Aggregator will be monitoring your use of any payment channel, and you must use the payment modes at your own risk.
  4. iv.As deemed appropriate, the Payment Aggregator may block any card number, account number, group of cards, or transaction from any specific blocked or blacklisted customer cards, accounts, group of IP addresses, devices, or geographic locations.
  5. The Payment Aggregator and banks reserve the right to reject payments for any order, including suspicious and illegal transactions, potential or actual fraud, suspicious activities, card authentication and authorization issues, overpayment due to mathematical errors, or any other issue.
  6. LAPL shall not be liable for any bank, payment gateway, Payment Aggregator, or other relevant third party rejecting any authorization request placed by you for payment of the Fees for any reason, including but not limited to risk management, suspicion of fraudulent, illegal, or doubtful transactions, use of blacklisted/banned cards, or any instructions from (or contained in) any guidelines or instructions by the Reserve Bank of India or any internal policies, etc., of such bank, payment gateway or other relevant third party.
2. Cancellation Policy
  1. Doctor Consultation
    1. Once booked, you cannot cancel or reschedule the appointment.
    2. If our HSP does not contact you within 90 minutes of the booked slot time, your appointment will be automatically cancelled.
    3. Payments for Online Medical Consultation on the Platform will be processed following the terms defined in the 'Refunds' section below.
  2. Health store products and prescribed medicine
    1. Once an order has been placed, You cannot cancel an order.
    2. Product availability regulates all orders. If an item is out of stock when you place your order, we will notify you and cancel your order.
3. Refund policy
  1. Refunds will only be made against genuine and trackable cancellation requests. Refund requests against delays, the nature of advice obtained, the efficacy of treatment, and the health outcomes of the consultation will not be entertained.
  2. If you do not attend the meeting booked to HSP, the amount will not be refunded.
  3. Product availability regulates all orders. If an item is out of stock when you place your order, we will notify you and cancel your order, refunding the full amount using the original method of payment.
  4. Every effort is made so as to service the orders placed, as per the specifications and timelines mentioned with respect to a product. If due to any unforeseen circumstances or limitations from our side, the order is not shipped or delivered then such order stands canceled, and the amount paid by You is refunded.
  5. Return and refund shall be subject to testing and verifying the alleged fault by an authorized person on behalf of us.
  6. Refunds for all eligible cancellations are issued through the payment method used at the time of purchase, except for cash payments made under the pay-on-delivery mode of payment.
  7. Refunds may be processed within 15 working days of receiving your request. All refund-related communications should be directed to [email protected].
  8. In the event of a valid refund, the customer's bank account will be credited. The refund process must be completed within 10 (Ten) days of the request for refund being submitted.
4. Return policy
  1. You for "Reason for Return/Replacement". Among others, the following are the leading reasons:
    1. The item was defective
    2. The item was damaged during the Shipping
    3. Products was/were missing
    4. The wrong item was sent by the Seller
    5. Item was expired
5. Shipping charges
  1. Estimated shipping charges are calculated based on the order value and can be viewed in the cart section during checkout. Please contact [email protected] if you require any additional shipping information.
  2. Once your order ships, you will get a notification with the details of the courier service provider and other relevant information through the following method: Eezaa App.
  3. It usually takes 2 (two) days to process and dispatch the products once the order is placed with us.
  4. We strive to process and dispatch your products at the earliest.
  5. Delivery time depends on the product ordered and the location of delivery.
  6. The delivery time is indicative and can vary due to external factors.
  7. Currently, we do not deliver to locations outside India. u. The shipping address cannot be changed once the order has been placed on the Website.
  8. The shipping address cannot be changed once the order has been placed on platform.
  9. While we shall strive to ship all your ordered products together, this may not always be possible due to product characteristics, or availability.
  10. We endeavor to engage logistic partners, employees, and agents with the highest standards and ethics, you agree and acknowledge that the actions, and inactions of the delivery individuals are not in our control, and it is not possible for us to monitor and observe each delivery executive and We shall not be liable for any action or inaction from the part of logistic partners. Any disputes between you and logistics partners shall be settled between you and the logistics partner.
  11. You shall ensure that all information that is submitted by you to us on the platform is true, complete, accurate, and sufficient to identify the actual place of delivery.
  12. If you have entered the wrong shipping information or contact details, it might cause a delay or missed delivery and you will not be eligible for a reshipment or a refund on such transaction.
Prohibited content
You may not upload, distribute or otherwise publish the following prohibited content, Platform.
1. belongs to another person and which you do not own the rights to;
2. is harmful, harassing, invasive of another's privacy, racially or ethnically objectionable
3. seems to encourage money laundering or gambling,
4. infringes any patent, trademark, copyright or other proprietary rights;
5. violates any law in India for the time being in force or threatens the friendly relations with other nations
6. misleads the address about the origin of your message and intentionally communicates any information which is patently false
7. contains software viruses and malicious programs;
8. Is not relating to the medical consultation or relating to any of the services you avail from us.
9. You also understand and acknowledge that if you fail to adhere to the above, we have the right to remove such information and / or immediately terminate your access to the Services and / or to the Platform.
Indemnity
You agree to indemnify LAPL, and related HSP ("Uncompensated Persons") and the costs, including losses, costs, fees and reasonable attorney fees. Suffer from:
1. Error or deficiency in a service / misdiagnosis / misjudgment / interpretation errors / misconception arises from:
2. Your failure to provide accurate and / or complete medical information / history about the patient in a timely and clinically appropriate manner; Or
3. Suppression of material facts; Or failure to provide appropriate medical information about the patient; Or
4. Misinterpretation of your counseling / medication / diagnosis / investigation report; Or
5. you failed to follow HSP's instructions/prescriptions regarding services or medical procedures recommended by HSP;
6. False or incorrect credit / debit card details provided by you; Or
7. Using a credit / debit card that you do not legally own; Or
8. You allow third parties to use your password or other means to access your account.
Limitation of liability
1. This site only facilitates communication between you and HSP. LAPL is not responsible for the quality and effects of any services and drugs you receive from the respective HSP to the extent permitted by applicable law.
2. The limitation of liability mentioned in this section applies to any services you receive from a third party vendor of services listed on the platform.
3. LAPL itself does not provide any medical consultation or diagnostic services. If you receive any medical advice/ investigation reports from the HSP you have contacted on the platform, you are responsible for evaluating such advice and all consequences and post consultation follow-up action including the following HSP’s instructions.
4. Kindly note that if LAPL markets or promote any services, which will be provided by the relevant HSP and you are responsible for evaluating the compatibility of such services and such HSPs for your purposes. The marketing or promotion of services should be considered for informational purposes only and will not generate expert advice on the suitability of such services for your specific health needs.
5. The services offered through the Platform are by no means an alternative to face-to-face consultation with a physician. LAPL advises users to make an independent assessment of its accuracy or usefulness and compatibility before making any decision on its reliability.
6. LAPL or its subsidiaries shall not be liable for any special, indirect, accidental, consequential, penal, credible or exempt damages incurred by you, subject to applicable law: (i) these Terms and Conditions and the Privacy Policy; (ii) your use or disability on the platform; (iii} Use of third party services, including services provided by any HSP that you communicate with through the operating system.
7. This section will survive if this Agreement terminates and you cease to use our Services or Site.
Data & information policy
1. We respect your right to privacy in any personal information provided to us for the purpose of receiving our Services.
2. The information stored in the application can be entered by you or HSP during services provided by LAPL. The information collected as part of the Services will be stored on your mobile device and on a third-party platform or server.
3. All video-consultations / IM chat/ text messages / audios / videos / transcripts / pharmaceuticals / email and hard copy correspondence users and HSP-purchased users Patients, and HDS and such records shall be submitted as evidence in the direction of the court in the case. LAPL may periodically review this data for quality evaluation purposes. However, under normal circumstances, LAPL will not access any information that identifies you and will avoid, hide or anonymize your personal information during quality assessment.
4. All user content is recorded, stored and stored electronically in a secure cloud database/ server managed by the cloud service manager/ Storage Service Provider. The service provider uses appropriate encryption methods to protect the data and LAPL makes every effort to take all necessary precautionary measures. However, LAPL is not responsible for any cyber data theft from its application or from the databases of the cloud service provider/storage service provider.
5. LAPL maintains a comprehensive transaction and purchase history of users online.
Termination
1. We can stop this arrangement at any time, for no reason or for any reason. If you wish to discontinue this arrangement, you may do so at any time by suspending your access or use of this platform.
2. We reserve the right to immediately terminate to use the Services if your conduct is subject to applicable acts, laws, rules and regulations or is deemed to be in breach of these Terms or Conditions or immoral.
3. For a change in the law, we reserve the right to suspend our obligations indefinitely under any Agreement, and/ or provide services under amended Terms and Conditions.
Intellectual property and ownership
1. You acknowledge and agree that all copyrights, registered trademarks and other intellectual property rights provided by us as part of a Site are at any time, or licensed to us by the licensee for their use.
2. These cannot be used without the prior authorization of the LAPL.
Amendments
1. We may update or amend these Terms and Conditions from time to time. Each time you wish to use the Platform, refer to the relevant Terms and Conditions and the Privacy Policy to ensure that you understand the terms applicable at that time. If you do not agree to the terms of use, do not use this application.
Contact us
1. If you have any questions or complainants regarding services, Terms and Conditions and Privacy Policy, please contact us at [email protected].