Comprehensive Terms and Conditions

1. Nature and Applicability of Terms

Please carefully go through these terms and conditions (“Terms”) and the privacy policy available at https://www.drughouse.in/privacy-policy (“Privacy Policy”) before you decide to access the Website or avail the services made available on the Website by Drug House. These Terms and the Privacy Policy together constitute a legal agreement (“Agreement”) between you and Drug House in connection with your visit to the Website and your use of the Services (as defined below).

This Agreement applies to you whether you are a registered user of the Website, a medical practitioner, a pharmacist, a diagnostic lab representative, or merely a visitor.

2. Eligibility

You must be 18 years of age or older to register, use the Services, or visit or use the Website in any manner. By registering, visiting and using the Website or accepting this Agreement, you represent and warrant to Drug House that you are 18 years of age or older, and that you have the right, authority and capacity to use the Website and the Services available through the Website, and agree to and abide by this Agreement.

3. Conditions of Use for E-Pharmacy Services

The Website serves as a platform that connects you with independent third-party retail pharmacies (“Third Party Pharmacies”). Drug House is merely a technology platform provider and does not sell pharmaceutical products directly.

3.1 Prescription Drugs

You agree and acknowledge that the purchase of certain pharmaceutical products (specifically categorized as Schedule H, Schedule H1, and Schedule X under the Drugs and Cosmetics Act, 1940) strictly requires a valid medical prescription issued by a Registered Medical Practitioner (RMP).

• You must upload a scanned copy or photograph of a valid prescription on the Platform.
• The prescription must contain the patient's name, doctor's name, doctor's registration number, date of issue, and clear dosage instructions.
• The dispensing pharmacist at the Third Party Pharmacy will verify the prescription. If found invalid, tampered, or expired, the order will be unconditionally cancelled.
• You may be required to produce the original physical prescription at the time of delivery. The delivery agent may stamp the prescription to mark it as dispensed.

3.2 Over-The-Counter (OTC) Drugs

OTC products, wellness products, and health supplements can be purchased without a prescription. However, you are advised to read the product packaging and consult a physician if you are pregnant, nursing, or have a pre-existing medical condition.

4. E-Consultation Services (Telemedicine)

Drug House facilitates tele-consultations between Users and independent Registered Medical Practitioners (RMPs). By using the E-Consultation services, you agree to the following:

• Not for Emergencies: The E-Consultation service is not intended for medical emergencies, severe trauma, or acute conditions. In case of an emergency, please visit the nearest hospital immediately.
• Independent Practitioners: The doctors consulting on the Platform are independent professionals. Drug House does not employ them and is not liable for the medical advice, diagnosis, or prescription provided by them.
• Telemedicine Guidelines: Consultations are conducted in compliance with the Telemedicine Practice Guidelines issued by the Ministry of Health and Family Welfare, Government of India. The doctor reserves the right to refuse a tele-consultation and recommend an in-person visit if the condition warrants physical examination.

5. Diagnostic and Laboratory Services

Drug House integrates with third-party diagnostic laboratories to offer sample collection and testing services.

• Sample Collection: Phlebotomists dispatched for home sample collection are representatives of the third-party labs or logistics partners, not Drug House employees.
• Report Accuracy: The generation of accurate test reports is the sole responsibility of the respective diagnostic laboratory (NABL/CAP accredited). Drug House shall not be held liable for any errors, false positives, or false negatives in the test reports.
• Turnaround Time (TAT): The TAT mentioned on the Platform is indicative. Delays may occur due to technical issues at the laboratory, re-runs of samples, or force majeure events.

6. Care Plan / Subscription Memberships

If you subscribe to Drug House Care (our membership program), you agree to the specific terms associated with the subscription:

• Memberships are non-transferable and can only be used by the registered account holder and their immediate registered family members.
• Benefits such as free delivery, priority processing, and extra discounts are subject to fair usage policies to prevent commercial exploitation.
• Drug House reserves the right to revoke a membership without refund if fraudulent activity, bulk purchasing for resale, or abuse of benefits is detected.

7. Wallet and Promotional Cash

Drug House may issue promotional cash, cashback, or wallet balances (collectively "Drug House Cash") to your account.

• Drug House Cash has no monetary value outside the Platform and cannot be encashed, transferred to a bank account, or transferred to another User.
• Drug House Cash is subject to expiry dates as communicated at the time of issuance.
• Drug House reserves the right to cap the percentage of Drug House Cash that can be used on a single transaction.

8. Pricing, Payments, and Cancellations

8.1 Pricing: The prices of products are provided by the Third Party Sellers. While we strive to ensure accurate pricing, errors may occur. The final price charged will be the price at the time of billing at the pharmacy. Any differential amount will be communicated to you before dispatch.

8.2 Cancellations: You may cancel an order prior to it being "Out for Delivery". Once dispatched, cancellations are subject to our Return Policy. Drug House reserves the right to cancel any order due to unavailability of stock, suspicion of fraud, or inability to verify the prescription.

9. Use of the Platform & User Conduct

You agree not to use the Website to:

• Host, display, upload, modify, publish, transmit, update or share any information that belongs to another person and to which you do not have any right.
• Engage in any activity that is grossly harmful, harassing, blasphemous, defamatory, obscene, pornographic, pedophilic, libelous, invasive of another's privacy, hateful, or racially, ethnically objectionable.
• Harm minors in any way.
• Infringe any patent, trademark, copyright or other proprietary rights.
• Deceive or mislead the addressee about the origin of such messages or communicate any information which is grossly offensive or menacing in nature.
• Impersonate another person.
• Upload software viruses or any other computer code, files or programs designed to interrupt, destroy or limit the functionality of any computer resource.

10. Intellectual Property Rights

All content on this Platform, including but not limited to text, graphics, logos, button icons, images, audio clips, digital downloads, data compilations, and software, is the property of Drug House, its affiliates or its content suppliers and is protected by Indian and international copyright, authors' rights and database right laws. The compilation of all content on this website is the exclusive property of Drug House.

11. Limitation of Liability and Disclaimer

11.1 No Medical Advice: The content on the Platform (other than direct E-Consultations with a doctor) is for informational purposes only and is NOT a substitute for professional medical advice, diagnosis, or treatment.

11.2 Platform "As Is": Drug House provides the Platform on an "as is" and "as available" basis. We make no representations or warranties of any kind, express or implied, regarding the operation of the Platform or the information, content, or materials included.

11.3 Maximum Liability: To the maximum extent permitted by applicable law, Drug House, its directors, employees, or agents shall not be liable for any indirect, incidental, special, consequential or punitive damages, including without limitation, loss of profits, data, use, goodwill, or other intangible losses, resulting from (i) your access to or use of or inability to access or use the Platform; (ii) any conduct or content of any third party on the Platform; (iii) any products purchased from Third Party Sellers.

12. Indemnification

You agree to defend, indemnify and hold harmless Drug House, its affiliates, independent contractors, service providers and consultants, and their respective directors, employees and agents, from and against any claims, damages, costs, liabilities and expenses (including, but not limited to, reasonable attorneys' fees) arising out of or related to (a) your use of the Platform; (b) any User Content or Ideas you provide; (c) your violation of these Terms; (d) your violation of any rights of another; or (e) your conduct in connection with the Platform.

13. Termination

Drug House reserves the right, without notice and in its sole discretion, to terminate your account or your use of the Platform, and to block or prevent future your access to and use of the Platform if you violate these Terms of Use. Upon termination, you must promptly destroy all materials downloaded or otherwise obtained from this Platform, as well as all copies of such materials.

14. Governing Law and Dispute Resolution

These Terms shall be governed by and construed in accordance with the laws of India. Any dispute, claim or controversy arising out of or relating to this Agreement, including the determination of the scope or applicability of this Agreement to arbitrate, or your use of the Platform or the Services or information to which it gives access, shall be determined by arbitration in India, before a sole arbitrator appointed by Drug House. Arbitration shall be conducted in accordance with the Arbitration and Conciliation Act, 1996. The seat of such arbitration shall be New Delhi. All proceedings of such arbitration, including, without limitation, any awards, shall be in the English language.

15. Grievance Redressal Mechanism

In accordance with the Information Technology Act, 2000 and the Consumer Protection (E-Commerce) Rules, 2020, if you have any grievances, complaints or concerns with respect to the Platform, the Services, or these Terms, you can contact our Grievance Officer:

The Grievance Officer will acknowledge the receipt of any consumer complaint within forty-eight (48) hours and will endeavor to redress the complaint within one (1) month from the date of receipt of the complaint.