Terms and Conditions

1 Agreement and priority

These terms form part of the signed Package Schedule, invoice, receipt, treatment ledger, and procedure-specific consent forms. If there is a conflict, mandatory law prevails, followed by the signed Package Schedule, these Terms and Conditions, and then any general promotional material. A quotation or verbal discussion does not amend the signed agreement unless the change is recorded in writing and accepted by both parties.

2 Definitions

Package Price means the total discounted price stated in the signed Package Schedule. Standard Rate means the standalone unit rate recorded in that Schedule at the time of signing and used for reconciliation. Cleared Payment means money irrevocably received in the clinic’s account or cash lawfully received and receipted. Commencement occurs when any consultation included in the package, treatment, product, benefit, patient-specific procurement, or package session is first supplied.

3 Payment obligation and release of treatment

The client agrees to pay the Package Price according to the signed instalment schedule. Each instalment becomes due on the stated calendar date or treatment trigger, whichever occurs first. A cheque, card authorisation, mandate, or payment promise is not a Cleared Payment until settled.

The clinic may pause all future appointments immediately if an instalment is overdue or reversed. The clinic is not required to provide a treatment where cleared payments are insufficient to cover the Standard Rate of all services already supplied plus the proposed next treatment. Promotional or limited-period packages may require full advance payment.

Payments may first be appropriated to statutory taxes, completed treatments, dispensed products, used or specially procured consumables, valid cancellation charges, and then to future package value.

4 No refund for completed services

A completed or partly performed treatment cannot be returned and is non-refundable. Products that have been dispensed, opened, used, or specially ordered for the client are also non-refundable, subject to rights that cannot lawfully be excluded. Dissatisfaction arising only from an expected or disclosed variation in outcome does not create an automatic refund right.

5 Discontinuation and package reconciliation

The client may stop future treatment at any time for personal or medical reasons. Stopping future treatment does not cancel amounts already incurred. If the client cancels the package, refuses or fails to pay, remains in default for more than 15 days, or allows the package to expire after commencement, the package discount will be withdrawn for the purpose of reconciling services already supplied.

The clinic will prepare a written reconciliation using the following formula:

1. Add the signed Standard Rate of each completed or validly forfeited session.
2. Add the retail price of dispensed products, the documented actual cost of patient-specific or non-returnable consumables, and applicable taxes.
3. Deduct all Cleared Payments received from the client or payer.
4. If the balance is payable to the clinic, the client must pay it within 7 calendar days after the reconciliation statement is sent.

If Cleared Payments exceed the reconciled amount after package commencement, the excess is ordinarily not refundable in cash and may, at the clinic’s written discretion, be issued as a non-transferable clinic credit valid for 12 months and subject to medical suitability. This does not override any refund, replacement, repeat service, compensation, or other remedy that applicable law requires, including where the clinic cannot provide the contracted service or where a legally established deficiency in service exists.

The clinic may additionally seek any direct, documented loss that is recoverable under applicable law. It will not rely on an arbitrary or disproportionate penalty.

6 Instalment default and recovery

If a reconciled amount or due instalment remains unpaid, the clinic may send a written demand and allow 7 calendar days to cure the default. After that period, the clinic may suspend the package and charge simple interest at 12 percent per annum on the crystallised overdue amount, or a lower rate if required by law.

The clinic may issue a legal notice and start lawful civil recovery proceedings for the principal amount, permitted interest, court fees, and reasonable legal or recovery costs to the extent agreed in a written settlement or awarded by a competent court or tribunal. Dishonoured cheques or payment mandates may also attract actual bank charges and remedies available under applicable law, including the Negotiable Instruments Act where its statutory requirements are met.

7 Appointment cancellation and no show

Cancellation or rescheduling must be communicated at least 24 hours before the appointment. A late cancellation or no-show may result in that session being treated as used and charged at the Standard Rate because the practitioner, equipment, and treatment room were reserved. The clinic may waive the charge for a documented emergency at its discretion. Repeated lateness may shorten the appointment without reducing the charge where the clinic cannot safely extend the allotted time.

8 Validity expiry and medical pause

The package must be used by the expiry date in the signed Package Schedule. If no expiry is written, it expires 12 months after purchase. Unused sessions lapse at expiry without cash refund. On prompt written request supported by a medical certificate, the clinic may grant one pause or extension of up to 90 days where clinically appropriate. Travel, relocation, change of mind, lack of time, or financial difficulty does not automatically extend validity.

9 Medical suitability and change in health

The client must disclose allergies, pregnancy, implants, medicines, previous procedures, active infection, relevant medical or psychiatric conditions, and any change in health before every session. The clinic may postpone, modify, refer, or refuse a treatment where safety, scope of practice, medical suitability, or professional judgment requires it.

If a new medical condition temporarily prevents treatment, clause 8 applies. If a documented condition permanently prevents the remaining package, the clinic will conduct a medical review and may offer an appropriate alternative treatment or clinic credit. Any mandatory legal remedy remains available. A medical review is not an admission that the clinic caused the condition.

10 Results aftercare and follow up

Treatment response, number of sessions, discomfort, downtime, adverse effects, and duration of results vary between individuals. No specific result, cure, percentage improvement, or permanence is guaranteed unless expressly recorded in writing. The client must follow pre-care, aftercare, medication, sun-protection, review, and maintenance instructions. Failure to follow instructions may affect safety and results, but nothing in these terms excludes liability that cannot legally be excluded.

11 Procedure consent and right to withdraw

This commercial agreement does not replace procedure-specific informed consent. Before a relevant procedure, the practitioner may explain material risks, benefits, alternatives, expected course, and aftercare in a separate consent form. The client may withdraw consent to a future procedure at any time. Financial reconciliation under clause 5 survives that withdrawal.

12 Privacy clinical records and photographs

The clinic may collect and process identification, contact, health, treatment, payment, and communication records for consultation, care, safety, billing, follow-up, legal compliance, and dispute management in accordance with its privacy notice and applicable data-protection law. Clinical photographs may be required for diagnosis, treatment planning, progress records, and defence of a claim. Use of identifiable photographs, videos, testimonials, or case details for marketing requires separate, specific consent and is not a condition of treatment.

13 Products

Opened, used, temperature-sensitive, customised, or hygiene-sensitive products cannot be returned. A product claimed to be defective should be returned with its original receipt and packaging within 5 calendar days for inspection. Any exchange, replacement, or refund remains subject to the manufacturer’s findings and the client’s statutory rights. Products sold under a promotion cannot be exchanged merely because the client changes their mind.

14 Payment methods taxes and foreign clients

All invoices are issued in Indian Rupees. The clinic may accept lawful cash within current statutory limits, account-payee cheque, bank transfer, UPI, approved digital payment, and domestic or international cards supported by its provider. Foreign-currency cash should not be accepted as ordinary clinic payment; foreign clients may pay through an authorised banking or card channel that settles the clinic invoice in Indian Rupees.

The clinic will not separately pass debit-card MDR to the client. Any credit-card, international-card, EMI, or convenience fee may be charged only if permitted by applicable law, the clinic’s merchant agreement, and the card network rules, and only after the amount is clearly disclosed before payment. Taxes and statutory levies apply as stated on the invoice.

15 Chargebacks reversals and payment disputes

Before initiating a chargeback, the client should give the clinic a reasonable opportunity to review the disputed transaction. The clinic may submit the signed agreement, invoice, attendance record, consent, treatment notes, messages, and payment evidence to the bank or payment provider. Nothing in this clause removes a genuine legal right to dispute an unauthorised transaction or deficient service.

16 Conduct and refusal of service

The clinic may refuse or discontinue future service for abusive, threatening, discriminatory, sexually inappropriate, unsafe, intoxicated, unhygienic, fraudulent, or persistently disruptive conduct; non-payment; contraindication; or conduct that compromises staff, clients, equipment, or clinical standards. The account will then be reconciled under clause 5. Emergency or medically necessary referral obligations, if any, remain unaffected.

17 Clinic cancellation or substitution

The clinic may reschedule an appointment or substitute a suitably qualified practitioner or equivalent equipment where clinically appropriate. If the clinic permanently cannot provide a material contracted service and no reasonable equivalent is accepted, the unprovided portion will be addressed by credit, alternative service, or refund as required by applicable law.

18 Communications and notices

The client must keep contact details current. Appointment, aftercare, instalment, reconciliation, default, and complaint communications may be sent to the registered address, email, SMS, or WhatsApp number. A failed marketing opt-out or withdrawn marketing consent does not prevent necessary treatment, safety, billing, or legal communications.

19 Non transfer and package changes

Packages, credits, and sessions are personal and non-transferable unless the clinic gives prior written approval. The clinic may update its general policies for future purchases, but it will not unilaterally change the signed Package Price, listed services, or Standard Rates during the agreed validity except where a change in tax or law requires it or both parties sign an amendment.

20 Complaints governing law and jurisdiction

A concern should be sent promptly to the clinic’s designated grievance contact so that records can be reviewed and a response provided. The parties will first attempt a good-faith resolution for at least 15 days. This agreement is governed by the laws of India. Subject to mandatory consumer-protection jurisdiction and any other non-excludable right, courts of competent jurisdiction in Mumbai will have jurisdiction over the clinic’s civil recovery claims.

21 Entire agreement severability and waiver

If one provision is held invalid or unenforceable, the remaining provisions continue to apply to the fullest lawful extent. A delay or one-time concession by the clinic does not waive a later right. No staff member may waive payment, extend validity, promise a result, or vary this agreement unless the change is signed by an authorised clinic representative.

22 Final acceptance

By signing the Package Schedule and making payment, the client confirms that the agreement was available before purchase, that material financial terms were explained, that blank commercial fields were completed, and that a copy was offered to the client.