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Terms and Conditions

Last updated: October 2026

This is an electronic record under the Information Technology Act, 2000 and the rules made under it. It does not need a physical or digital signature.

1. About these Terms

These Terms and Conditions ("Terms") govern your use of the Raaz MD website at raazmd.com, the Raaz MD mobile app, and our WhatsApp, phone and video services (together, the "Platform"), and the services offered through them (the "Services").

The Platform is operated by Dunnwood Health Private Limited (CIN U86909KA2023PTC171361), a company incorporated under the Companies Act, 2013, with its registered office at 3rd Floor, No. 128 (33/1), 8th Main Road, opposite Healthtattva, 2nd Block, Jayanagar, Bengaluru, Karnataka 560011 ("Raaz MD", "we", "us", "our"). "You" means the person using the Platform.

These Terms, together with our Privacy Policy, Cancellation and Refund Policy, and Shipping and Exchange Policy (the "Policies"), form the agreement between you and us. You accept them when you create an account, tick the box confirming acceptance, or buy a plan or service. If you do not agree, please do not use the Platform.

2. Eligibility

  • You must be 18 or older and able to enter into a binding contract under Indian law.
  • The Services are available only within India.
  • Your account is for you alone. You may not create an account for someone else or let anyone else use yours.

3. What Raaz MD is

Raaz MD is a digital health platform. It is not a hospital or clinic. Through the Platform we offer:

  • Consultations with independent registered medical practitioners ("Doctors"), by video or audio call.
  • Blood diagnostics, carried out by partner laboratories.
  • Treatment plans that may include prescription medicines, over-the-counter supplements, coaching support and app access.
  • Dispensing and delivery of medicines and products from our in-house pharmacy.
  • Lifestyle coaching from trained Raaz MD coaches.

4. Doctors and medical consultations

  • Doctors on Raaz MD are independent registered medical practitioners who work with us as independent contractors. They use their own professional judgment and are responsible for their diagnosis, advice and prescribing decisions.
  • Every prescription carries the Doctor's name and medical council registration number.
  • Consultations take place by video or audio call, in line with the Telemedicine Practice Guidelines, 2020. We do not offer text-only consultations.
  • A Doctor may decline to prescribe, prescribe something different from what you expected, or advise tests or an in-person visit if a teleconsultation is not suitable for you. If the Doctor decides your plan is not suitable for you, you get a full refund.
  • You must give complete and truthful information about your health, symptoms, medical history, allergies and all medicines you take, including supplements and ayurvedic products. Neither we nor the Doctor are responsible for outcomes caused by incorrect or incomplete information.
  • We or the Doctor may verify your identity before a consultation.

Not for emergencies. The Platform is not for medical emergencies. If you have one, call 112 or go to the nearest hospital immediately.

5. Prescription medicines and pharmacy

  • Prescription medicines are dispensed by our licensed in-house pharmacy, and only against a valid prescription from a registered medical practitioner.
  • Our pharmacist may decline to dispense if a prescription is not valid or a medicine appears unsafe for you.
  • Take medicines only as prescribed, and read the label and leaflet. If you notice side effects, contact your Doctor or us promptly.
  • Medicines are dispensed for your personal use only. Do not resell or share them.

6. Diagnostics

Blood tests are carried out by independent partner laboratories. The laboratory is responsible for sample collection, testing and the accuracy of its reports. We coordinate the booking and share reports with you and your Doctor. Tests are non-refundable once booked, as set out in the Cancellation and Refund Policy.

7. Coaching

Coaches are trained, non-clinical members of the Raaz MD team. They support you with lifestyle, habits, diet and exercise, and help you follow your plan. They do not diagnose, prescribe or give medical advice. Questions about medicines, symptoms or side effects should go to a Doctor.

8. Call recording and AI tools

All consultation and coaching calls are recorded and transcribed. By accepting these Terms and joining a call, you agree to this. We do not announce the recording at the start of each call. We use technology, including artificial intelligence tools, to help prepare consultation notes and summaries, run safety checks and draft personalised plans. These tools support our Doctors and coaches. They do not replace a Doctor's clinical judgment. Our Privacy Policy explains how this data is handled.

9. Plans, prices and payments

  • Prices are shown on the Platform or told to you before you pay, and include applicable taxes unless stated otherwise. Some services may occasionally be offered free.
  • We may change prices, plans and fees at any time. Changes apply to new purchases and renewals, not to orders or plans you have already paid for.
  • Payments are processed by third-party payment gateways such as Razorpay, using cards, net banking, UPI, wallets, EMI, cardless EMI or pay-later options where available. We do not store your full card details.
  • EMI, cardless EMI and pay-later: your loan or credit arrangement is between you and the lender or provider, on their terms. Interest, processing fees and repayments are governed by that agreement. Any refund from us is paid to the lender or provider as described in the Cancellation and Refund Policy, and you remain responsible to the lender until they close or adjust your loan.
  • Cash on Delivery (COD), where available, carries an extra charge shown at checkout. COD charges may change.
  • We are not responsible for failures or delays caused by payment gateways, banks or lenders, but we will help resolve a failed or duplicate payment if you contact us promptly.
  • Plans do not currently renew automatically. If we introduce auto-renewal, we will tell you clearly and ask for your consent before any recurring charge.

10. Cancellations, refunds, shipping and appointments

Cancellations, refunds, rescheduling and missed appointments are covered by our Cancellation and Refund Policy. Delivery is covered by our Shipping and Exchange Policy. Both form part of these Terms.

11. Your responsibilities

You agree not to:

  • give false or misleading information, impersonate anyone, or use someone else's account;
  • record, publish or broadcast any consultation or coaching session without the consent of Raaz MD and the Doctor or coach;
  • share sexually explicit images or content, except where a Doctor asks for it for clinical purposes;
  • abuse, harass or threaten Doctors, coaches or staff;
  • approach Doctors or coaches for services outside the Platform, or share their personal contact details;
  • copy, scrape, reverse engineer or commercially reuse any part of the Platform or its content;
  • resell or share medicines or products dispensed to you;
  • use the Platform for anything unlawful.

Keep your phone number, OTPs and login secure, and tell us promptly if you suspect someone else is using your account. You are responsible for activity on your account that results from not keeping it secure.

12. Confidentiality

Your health information belongs to you. You are free to share your own diagnosis, prescriptions, reports and plans with anyone you choose, such as another doctor or a family member.

We ask that you keep Raaz MD's proprietary materials confidential. These include our protocols, plan formats and internal content. Do not reproduce them for commercial use.

13. Intellectual property

  • Raaz MD owns or licenses the Platform and its content. This includes our name, logo and trademarks, software, website and app design, text, graphics, videos, educational content, protocols, and diet, exercise and treatment plan formats, with all intellectual property rights in them, including moral rights. You may use them only for your personal, non-commercial use of the Services.
  • What you send us stays yours. This includes messages, questionnaire answers, photos, reports and feedback. You give Raaz MD a non-exclusive, royalty-free licence to use, store, process and reproduce it to provide and improve the Services, and for the other purposes described in our Privacy Policy.
  • We will display your review, testimonial or story, including on a Doctor's profile or in marketing, only with your permission. We may use suggestions you make about the Platform to improve it, without any obligation to you.

14. Third-party services and links

Partner laboratories, courier companies, payment gateways and lenders provide their services on their own terms. Links to other websites are for convenience only. We do not control those sites and are not responsible for their content or privacy practices.

15. Communications

We will contact you by WhatsApp, SMS, email and phone about your account, consultations, orders, deliveries, payments and support. These messages are part of the Services. We send marketing messages only with your consent, and you can opt out at any time by replying STOP or contacting us.

16. Disclaimers

  • We work to keep the Platform accurate and available, but it is provided "as is" and "as available". We do not guarantee it will be uninterrupted or error-free.
  • Health outcomes vary from person to person. We do not guarantee that any treatment, product or plan will give a particular result.
  • General health content on the Platform, such as articles, videos and app content, is for information only and is not a substitute for advice from a Doctor.

17. Limitation of liability

  • Doctors are independent professionals and are responsible for their clinical decisions. Raaz MD is not liable for a Doctor's diagnosis, advice or prescription. Partner laboratories are responsible for the tests they perform.
  • To the maximum extent permitted by law, Raaz MD is not liable for any indirect, incidental, special or consequential loss, including loss of profits, business, data or goodwill, arising from your use of the Platform.
  • Nothing in these Terms limits liability for death or personal injury caused by negligence, for fraud, or for anything that cannot be limited under applicable law, including your rights under the Consumer Protection Act, 2019.

18. Indemnity

You agree to indemnify Raaz MD, its directors, officers, employees and agents against third-party claims, penalties and reasonable legal costs arising from your breach of these Terms, your violation of any law or third-party rights, or false information you provided to us.

19. Suspension and termination

  • You may stop using the Platform and ask us to close your account at any time. Refunds, if any, are governed by the Cancellation and Refund Policy.
  • We may suspend or close your account if you breach these Terms, give false information, misuse the Platform, or where the law requires it. Where reasonable, we will tell you why.
  • Amounts already due remain payable. Clauses that by their nature should continue, such as intellectual property, limitation of liability, indemnity and governing law, survive termination. We keep records as described in our Privacy Policy.

20. Events beyond our control

We are not responsible for delay or failure caused by events beyond our reasonable control, such as natural disasters, epidemics, war, riots, strikes, government action, or widespread failure of telecom, power or courier networks. We will tell you promptly and resume as soon as we can. If such an event stops a Service for more than 30 days, we may suspend or end that Service.

21. Changes to these Terms

We may update these Terms from time to time. We will post the updated Terms here with a new date, and tell you about material changes through the Platform, WhatsApp or email. Continuing to use the Platform after the changes take effect means you accept them. Changes do not affect orders already placed.

22. Governing law and disputes

These Terms are governed by the laws of India. Please contact us first so we can try to resolve any issue. Subject to that, the courts at Bengaluru, Karnataka have exclusive jurisdiction. This does not affect your right to approach a consumer commission under the Consumer Protection Act, 2019.

23. General

  • If any part of these Terms is found unenforceable, the rest remains in force.
  • You may not transfer your rights or obligations under these Terms. We may transfer ours to an affiliate or successor business.
  • Not enforcing a right straight away does not mean we have waived it.

24. Grievance Officer and contact

In line with the Information Technology Act, 2000, the rules made under it, and the Consumer Protection (E-Commerce) Rules, 2020:

  • Grievance Officer: Akash Kumar, Chief Executive Officer
  • Email: mail@raazmd.com
  • Phone: +91 63648 30022
  • Address: Dunnwood Health Private Limited, 3rd Floor, No. 128 (33/1), 8th Main Road, opposite Healthtattva, 2nd Block, Jayanagar, Bengaluru, Karnataka 560011

We acknowledge every complaint within 24 hours and aim to resolve it within 15 days of receipt.

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