Terms and Conditions

Last updated: 03/12/2025

1. General

We, at Bajaj Finserv Health Limited (“BFHL”, “we,” “us” ‘our” “Company”) having its registered office at Mumbai Pune Road, Akurdi, Pune – 411035, Maharashtra and corporate office at Trion IT Park, 4th, 5th and 6th floors, Pune - Ahmednagar Road, Pune 411014, Maharashtra provides services to you through our app [Bajaj Finserv Health] and our website [ https://www.bajajfinservhealth.in ] subject to the notices, terms, and conditions set forth in this agreement, read with the Privacy Policy available here.
These Terms of Use constitute the agreement (the “Agreement” or “Terms of Use” or “Terms and Conditions”) between BFHL and the user of BFHL’s services. Your use of BFHL’s services and various ancillary services accessible at www.bajajfinservhealth.in, for which a subscription amount may or may not be payable for usage (hereinafter individually referred to as the “Subscription Service”/ “Services” and collectively referred to as the “Subscription Services”) is subject to the following terms and conditions.
This Agreement is an electronic record in terms of Information Technology Act, 2000 and generated by a computer system and does not require any physical or digital signatures. This Agreement is published in accordance with the provisions of Rule 3 (1) of the Information Technology (Intermediaries Guidelines and Digital Media Ethics Code) Rules, 2021 that require publishing the rules and regulations, privacy policy and Terms of Use for access or usage of the Subscription Services.

2. WHO WE ARE

The domain name [www.bajajfinservhealth.in], an internet based portal / [Bajaj Finserv Health], a mobile application (collectively referred to as “BFHL Platform/s”), is / are owned and operated by BFHL, a company duly incorporated under the provisions of the Companies Act, 2013.
BFHL is the owner/licensor of the software “Bajaj Finserv Health”, and all their variants, editions, add-ons, and ancillary Subscription Services or Services, BFHL Platforms, including all files and images contained in or generated by the software, and accompanying data (“Software”). The Software have been designed for use by individual customers and healthcare service providers, which term shall also include designated associates of the healthcare service providers who would use Software. All users of the Software are together termed as (“Users” or “you” or “your”).
Any accessing or browsing of the BFHL Platforms and using the Services indicates your consent and agreement to all the terms and conditions in this Agreement. If you disagree with any part of the Terms and Conditions, then you should discontinue access or use of the BFHL Platforms.
We may from time to time update, modify or revise these Terms and Conditions. Every time you wish to use the BFHL Platforms, please check the relevant Terms and Conditions to ensure you understand the terms, including the modified terms, if any, that apply at that time.
Your continued use of the Subscription Services after modification conveys your acceptance and consent to follow and be bound by the Terms of Use as modified. Any additional terms and conditions, disclaimers, privacy policies and other policies applicable to general and specific areas of the Subscription Services or to particular Subscription Services are also considered as Terms of Use.
Any person may have limited access to the BFHL Platforms without creating an account. In order to have access to all the features and benefits on BFHL Platforms, you must first create an account on BFHL Platforms, for which you are required to provide certain information, which is required to identify you. Other information requested on the registration page, including the ability to receive promotional offers
from BFHL, is optional. BFHL may, in future, add other optional requests for information to help us to customize the Services and to deliver personalized products and services to you.
If you have any grievances regarding the Services, Terms of Use and Privacy Policy, or any other grievance pertaining to your use of the BFHL Platforms, you may contact-
Grievance Officer: Mr. Sachin Sharma
Address: 4,5,6, 401, 501, 601, Trion IT Park, Ahmednagar road, Pune, Maharashtra, 411014
Email address: grievances@bajajfinservhealth.in
Contact Number: 020-48562555

3. ELIGIBILITY

When you use the BFHL Platforms, you represent that you meet the following primary eligibility criteria:
a. You have attained majority in your jurisdiction (at least 18 years old in the case of India). If you are under the relevant age of majority in your jurisdiction, you may access the BFHL Platforms under the supervision of a parent or guardian, who in such a case will be deemed as the recipient / end-user of the Services for the purpose of these Terms and Conditions.
b. You are legally competent to contract, and otherwise competent to use the Software and/or receive the Subscription Services.
c. You have not been previously suspended or removed by BFHL, or disqualified for any other reason, from availing the Services.
The Services are not intended for use by minors. BFHL strongly encourages parents and guardians to consider using parental control tools to help provide a child-friendly online environment and to supervise the online activities of their minor children.
4. YOUR USE OF BFHL PLATFORMS

As an end-user and/or recipient of Services, when you use the BFHL Platforms, you agree to the following conditions of use:
a. You shall provide accurate and complete information everywhere on the BFHL Platforms, based on which you will receive the Services. Any registration information given to BFHL by you is true, accurate, correct, complete and up to date, to the best of your knowledge and belief. Any phone number used to register with the Services is registered in your name, and you might be asked to provide supporting documents to prove the same. You own sole responsibility for any consequences arising out of any inconsistency or inaccuracy of any information or data provided by you. BFHL is not obliged to make any enquiries to check the veracity of the information provided by you.

b. You agree and acknowledge that you are a citizen of India, and hereby expressly waive the right to claim any remedy or benefits from, or enforce any rights against BFHL, under Health Insurance Portability and Accountability Act, 1996, any General Data Protection Regulation guidelines issued from time to time, and any other such foreign laws.

c. You may view and access the content available on the BFHL Platform solely for the purposes of availing the Services, and only as per these Terms of Use. You shall not modify any content on the BFHL Platforms or reproduce, display, publicly perform, distribute, or otherwise use such content in any way for any public or commercial purpose or for personal gain.

d. You agree to use the Software and Services only for specified purposes that are permitted as per (a) the Terms of Use and (b) any applicable law, regulation and generally accepted practices or guidelines in the relevant jurisdictions (including any laws regarding the export of data or softwareto and from India or other relevant countries). You shall not use Software and/or Services for any competitive or benchmarking purposes or for any such purposes that are disruptive to the BFHL Platforms and/or its business.

e. You shall not reproduce, distribute, display, sell, lease, transmit, create derivative works from, translate, modify, reverse-engineer, disassemble, decompile or otherwise exploit the BFHL Platform or any portion of it unless expressly permitted by BFHL in writing. You shall not use any engine, software or any other mechanism for accessing, searching and /or navigating the BFHL Platform.

f. You shall be solely responsible for all access to and use of the BFHL Platforms by anyone using the password and identification originally assigned to you whether or not such access to and use of BFHL Platforms is actually authorized by you, including without limitation, all communications and transmissions and all obligations (including, without limitation, financial obligations) incurred through such access or use. You are solely responsible for protecting the security and confidentiality of the password and identification assigned to you.

g. You shall not engage in any activity that interferes with or disrupts or damages the Software (or the servers and networks which are connected to the Software). BFHL reserves the right to initiate appropriate legal action against you for breach or threatened breach of your obligations under this clause.

h. You shall not make any commercial use of any of the information provided on the BFHL Platform.

i. You shall not impersonate any person or entity, or falsely state or otherwise misrepresent your identity, age or affiliation with any person or entity. If any fraudulent booking/reimbursement is done to misuse the BFHL Platforms including but not limited to situations where such booking/reimbursement is done to generate personal revenue and/or for any other commercial purpose, then we shall have a right to terminate your Services and account, and delist you from the BFHL Platform.

j. You shall not upload any content prohibited under applicable law, and/or designated as “Prohibited Content” under Section 5.

k. You may discontinue the use of Services and request us to delete any information provided by you, by writing to us at customercare@bajajfinservhealth.in or calling us on 020-48562555. We might connect with you in case we need any further details in order to respond to your request.

l. You shall indemnify BFHL for any claims, losses or damages, or for the costs of any regulatory or court proceedings suffered by Company as a consequence of your breach of this Agreement.

m. You explicitly agree that you are solely responsible for maintaining the confidentiality of login credentials and passwords associated with any log-in you use to access the Software and/or Services and store your confidential, personal and sensitive information. In no event shall BFHL be liable if your login credentials are compromised thereby resulting in breach of your personal, sensitive and/or confidential information.

n. You agree and acknowledge that if the information provided in relation to Medical Records or any other information provided to BFHL by you, through the Software is not synced with the servers of BFHL, you may lose such information. Additionally, due to security concerns, you may not be able to access such Medical Records if they have been left unassessed for a certain period of time.

o. BFHL offers its Software and Services on as-is basis. BFHL has the sole right to modify any feature or customize them at its sole discretion and there shall be no obligation to make customization as requested by any User.

p. BFHL provides basic support for the Software and Services and will use, as far as possible, commercially reasonable efforts to make the Software and Services available 24 hours a day, 7 days a week, except for (i) technological errors, (ii) planned downtime, or (iii) any unavailability caused by circumstances beyond BFHL’s reasonable control, including without limitation, acts of God, acts of government, flood, fire, earthquakes, lockdown, civil unrest, acts of terror, strikes or other labour problems, or internet service provider failures or delays. BFHL takes no responsibility for any disruption, interruption or delay caused by any failure of or inadequacy in any of these limiting factors or any other factor beyond the control of the Company.

q. BFHL provides a free facility of ‘Health Vault’ on the Website and its mobile application ‘Bajaj Finserv Health App’. The Health Vault may include Medical Records and any other information provided by you through your use of the Software.

r. BFHL shall have the right, at its sole discretion, to suspend your ability to use or access the Software at any time while BFHL investigates complaints or alleged violations of this Agreement, or for any other reason.

s. BFHL reserves the right to add new functionality, remove existing functionality, and modify existing functionality to its Software as and when it deems fit, and make any such changes available in newer versions of its Software or mobile application or all of these at its discretion. You may or may not be notified upon release of such newer versions and BFHL reserves the right to automatically upgrade you to the latest version of its Software as and when it deems fit.

t. You acknowledge and specifically consent to BFHL or our respective affiliates, partners and third party service providers contacting you using the contact information provided to us at any time during your association with us for any purpose including but not limited to the following purposes, to enable BFHL to provide the Services to you and/or enhance the provision of the Services to you:

·To obtain feedback regarding the Services;
·To contact you for offering new products or services, whether offered by us, or our respective affiliates or partners.
u. You acknowledge and agree that we may share your information, including but not limited to sensitive personal information, with our affiliates, partners and third-party service providers solely for the provision of Services to you. Additionally, you may be sent a one-time password via SMS on your registered mobile number, to verify your login on the BFHL Platforms.
v. For any reimbursement process, you are required to visit the BFHL Platform to know about the updated reimbursement process. You are solely responsible for the accuracy/authenticity of the payment details provided by you, including but not limited to the bank account details and any other information requested during the process of reimbursement and/or others. Any personal data whether provided by you as a part of the reimbursement process or collected automatically when you use the service will be governed by our Privacy Policy. This data would also be used for rendering services to you at a future date. You confirm that you are the authorised user of such bank account details/ other payment details you share with us.
w. You can search for HSPs on the Software by providing details including but not limited to the name of HSP, geographical location of HSP and specialization of HSP. The search results for HSPs on the BFHL Platform must not be understood as an endorsement of any particular HSP by BFHL. These search results are based on particulars provided by you. When you choose to consult an HSP or obtain healthcare services from an HSP on BFHL Platform, you do so at your own risk and discretion.
x. BFHL may call you for the purpose of obtaining your feedback on the Software or for any other purpose. After taking your explicit consent, BFHL may also record and access such call recordings for quality control and training purposes. You agree and acknowledge that BFHL shall not be obliged to give effect to any suggestions made received from you in the form of feedback or review.
We reserve the right to refuse service or terminate accounts at our discretion, if we believe that you have violated or are likely to violate applicable law or these Terms and Conditions.
5. PROHIBITED CONTENT

You shall not upload host, display, modify, transmit, update or share any information or distribute, or otherwise publish through the BFHL Platforms, the following Prohibited Content, which includes any content, information, or any other material that:

a. belongs to another person and which you do not own the rights to;

b. is harmful, harassing, blasphemous defamatory, obscene, pornographic, pedophilic, invasive of another’s privacy;

c. is hateful, racially or ethnically objectionable, disparaging of any person;

d. relates to or seems to encourage money laundering or gambling;

e. harm minors in any way;

f. infringes any patent, trademark, copyright or other proprietary rights;

g. violates any law in India for the time being in force;

h. deceives or misleads the addressee about the origin of your message;

i. communicates any information which is grossly offensive or menacing in nature;

j. impersonates another person;

k. contains software viruses any other computer code, files or programs designed to interrupt, destroy or limit the functionality of any computer resource and malicious programs;

l. threatens the unity, integrity, defence, security or sovereignty of India, friendly relations with foreign states, or public order;

m. incites any offence or prevents investigation of any offence or insults any other nation;

n. circumventing or disabling any digital rights management, usage rules, or other security features of the Software;

o. copying or duplicating in any manner any of the BFHL content or other information available from the Software;

p. is patently false and untrue, and is written or published in any form, with the intent to mislead or harass a person, entity or agency for financial gain or to cause any injury to any person.

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 BFHL Platforms. We shall also preserve such Prohibited Content for such period as may be required under applicable law for investigation purposes.

6. CALL CLINIC AND BOOK APPOINTMENT FACILITY

a. BFHL Platform may provide the facility to book appointment with HSPs through-

i. Book Appointment facility

ii. Call Clinic facility,

b. We specifically disclaim all liability arising from cancellation of appointment by the HSP post confirmation.
c. For the purposes of appointment and booking, Call Clinic facility option shall be displayed alongside HSPs listed on the BFHL Platform. By selecting Call Clinic facility option, you opt to call such HSP for the purposes of booking and appointment. This call shall have an interactive voice response message asking for your consent to record such call and shall also state the purpose for recording such call.
d. By using the Call Clinic facility, you grant BFHL the right to share and store your conversation and any other information provided by you to the HSP in pursuance of the Call Clinic Facility. You agree and acknowledge that BFHL shall have the right to record and store these calls on the servers used by BFHL. Your call recording shall be stored and used by BFHL in accordance with the Privacy Policy. BFHL may access such records for quality control and support reasons.
e. We strongly assert that you utilize the Call Clinic facility option for the purpose of booking appointment only. BFHL specifically disclaims all liability if Call Clinic facility is used for any purpose other than appointment and booking.
f. In the event you refuse to consent to the recording of calls that may contain your personal information, BFHL shall have the right to restrict or deny the provision of Services for which such personal information was requested/ deemed necessary by BFHL.
g. BFHL has the right to elect not to provide Call Clinic facility option.
7. MEDICAL RECORDS AND REMINDERS

a. We provide you the facility to access your (and/or any beneficiary listed through your account on the BFHL Platforms) medical prescriptions, appointment history, medical history and any other such health records (“Medical Records”) on the BFHL Platforms. Medical Records are stored only after your explicit consent to this Agreement is obtained by BFHL. Medical Records will be stored in the Health Vault facility on the Software.

b. As a part of the Medical Records facility, we may also give you reminders, including but not limited to reminders for HSP appointments and taking prescribed medicines. However, you must conduct your own due diligence and refer to Medical Records before acting on these reminders. In no event shall BFHL be liable for any direct, indirect, special, incidental, consequential, exemplary or punitive damages arising from, or directly or indirectly related to, the use of or the inability to use, such reminders by you.
c. You agree and acknowledge that BFHL shall not be responsible or liable in any way, for any medical deduction/opinion or consultation or any other information contained in your/your beneficiary’s Medical Records. Medical Records and any such information provided to us by the respective HSP contacted by you through BFHL Platforms, are exclusively the responsibility of the respective HSP.
d. If Medical Records are found to have been provided improperly or accidentally, BFHL has the right to retract them without warning, at its sole discretion.
e. You agree and acknowledge that BFHL may access the Medical Records for purposes such as data repair/recovery and/or similar/associated purposes in case of any information technology breach or any technological failure.
f. You agree and acknowledge that the HSPs you are visiting through the Software may use- (i) BFHL’s Software or any third party software for providing their services and (ii) BFHL’s Services for purposes including but not limited to the use and storage of Medical Records in accordance with applicable law.
g. You also agree to the storage of your/your beneficiary’s Medical Records in relation to BFHL listed HSPs that you may have visited in the past for the purpose of doctor consultation.
h. You may discontinue the use of the Medical Records facility and request us to delete any information provided by you, by writing to us at customercare@bajajfinservhealth.in or calling us on 020- 48562555. We might connect with you in case we need any further details in order to respond to your request.
i. We shall not be liable if Medical Records are not provided to you or are delivered late, despite our best efforts.
j. Medical Records are provided along with the HSPs’ contact numbers. BFHL shall not be liable for providing inaccurate contact numbers in the Medical Records given by HSPs.
k. We have the right to withdraw Medical Records without giving prior notification if such Medical Records are discovered/deemed to have been disclosed improperly or accidentally.
l. You accept and recognise that BFHL may need access to Medical Records under certain circumstances, such as when you have technical or operational issues with access to Medical Records or any ownership related issue pertaining to the Medical Records.
7. MEDICAL RECORDS AND REMINDERS

a. We provide you the facility to access your (and/or any beneficiary listed through your account on the BFHL Platforms) medical prescriptions, appointment history, medical history and any other such health records (“Medical Records”) on the BFHL Platforms. Medical Records are stored only after your explicit consent to this Agreement is obtained by BFHL. Medical Records will be stored in the Health Vault facility on the Software.

b. As a part of the Medical Records facility, we may also give you reminders, including but not limited to reminders for HSP appointments and taking prescribed medicines. However, you must conduct your own due diligence and refer to Medical Records before acting on these reminders. In no event shall BFHL be liable for any direct, indirect, special, incidental, consequential, exemplary or punitive damages arising from, or directly or indirectly related to, the use of or the inability to use, such reminders by you.
c. You agree and acknowledge that BFHL shall not be responsible or liable in any way, for any medical deduction/opinion or consultation or any other information contained in your/your beneficiary’s Medical Records. Medical Records and any such information provided to us by the respective HSP contacted by you through BFHL Platforms, are exclusively the responsibility of the respective HSP.
d. If Medical Records are found to have been provided improperly or accidentally, BFHL has the right to retract them without warning, at its sole discretion.
e. You agree and acknowledge that BFHL may access the Medical Records for purposes such as data repair/recovery and/or similar/associated purposes in case of any information technology breach or any technological failure.
f. You agree and acknowledge that the HSPs you are visiting through the Software may use- (i) BFHL’s Software or any third party software for providing their services and (ii) BFHL’s Services for purposes including but not limited to the use and storage of Medical Records in accordance with applicable law.
g. You also agree to the storage of your/your beneficiary’s Medical Records in relation to BFHL listed HSPs that you may have visited in the past for the purpose of doctor consultation.
h. You may discontinue the use of the Medical Records facility and request us to delete any information provided by you, by writing to us at customercare@bajajfinservhealth.in or calling us on 020- 48562555. We might connect with you in case we need any further details in order to respond to your request.
i. We shall not be liable if Medical Records are not provided to you or are delivered late, despite our best efforts.
j. Medical Records are provided along with the HSPs’ contact numbers. BFHL shall not be liable for providing inaccurate contact numbers in the Medical Records given by HSPs.
k. We have the right to withdraw Medical Records without giving prior notification if such Medical Records are discovered/deemed to have been disclosed improperly or accidentally.
l. You accept and recognise that BFHL may need access to Medical Records under certain circumstances, such as when you have technical or operational issues with access to Medical Records or any ownership related issue pertaining to the Medical Records.

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