MASTER LEGAL AND OPERATIONAL POLICIES FOR APP & WEBSITE

Last Updated: JUNE 4, 2026

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1. DISCLAIMER

This Disclaimer forms a binding agreement between you, the user, and AYUXA HEALTH TECH PLATFORMS PVT. LTD. (operating under the brand name AYUXA). This document governs your use of the website www.ayuxacare.com and the AYUXA mobile application (collectively referred to as the "Platform"). By accessing or using the Platform, you acknowledge that you have read, understood, and agree to be bound by the terms of this Disclaimer. If you do not agree, you must immediately cease using the Platform.

1.1 Medical and Healthcare Disclaimer

The content, information, and services provided on the AYUXA Platform, including elder care resources and general health information, are strictly for informational and educational purposes only.

• Not Medical Advice: The Platform does not provide professional medical advice, diagnosis, or treatment.
• Consult a Professional: Always seek the advice of your physician or other qualified healthcare providers regarding any medical condition or treatment plan. Never disregard professional medical advice or delay in seeking it because of something you have read on the AYUXA Platform.
• Emergencies: If you think you may have a medical emergency, call your doctor, go to the nearest hospital, or contact emergency services immediately. Reliance on any information provided by AYUXA, its employees, or others appearing on the Platform is solely at your own risk.

1.2 Third-Party Services and Partnerships Disclaimer

AYUXA integrates with and facilitates services through various third-party partners to provide a comprehensive healthcare experience. AYUXA HEALTH TECH PLATFORMS PVT. LTD. acts as an aggregator and facilitator for certain services and explicitly disclaims liability for the actions, errors, or omissions of these third parties:

• Diagnostic Services: Blood tests and related diagnostic services are fulfilled through our partnership with Redcliffe Labs. AYUXA is not responsible for test accuracy, delays in reporting, or clinical outcomes arising from these third-party laboratory services.
• Medicine Delivery: Prescription and over-the-counter medicine deliveries are fulfilled by independent local pharmacies and stores. AYUXA does not manufacture, store, or quality-control these medications and is not liable for incorrect dispensing, expired medicines, or delivery delays caused by the local stores.
• Payment Processing: Financial transactions are securely processed via Razorpay. AYUXA does not store your credit/debit card details or bank credentials and is not liable for unauthorized transactions, payment gateway failures, or processing errors.
• Communications and Mapping: The Platform utilizes fast2sms for SMS/WhatsApp API notifications and Google Maps API for location tracking and routing. We do not guarantee the uninterrupted availability, promptness, or pinpoint accuracy of these third-party digital infrastructures.

1.3 "As Is" and "As Available" Disclaimer

All information, software, products, and services included in or available through the Platform are provided on an "as is" and "as available" basis without any warranties of any kind, either express or implied. AYUXA HEALTH TECH PLATFORMS PVT. LTD. makes no representations or warranties regarding the completeness, accuracy, reliability, suitability, or availability of the Platform or the information contained therein. We do not warrant that the Platform will be free from viruses, uninterrupted, or error-free.

1.4 Limitation of Liability

To the maximum extent permitted by applicable law, in no event shall AYUXA HEALTH TECH PLATFORMS PVT. LTD. its partners, employees, agents, or affiliates be liable for any direct, indirect, punitive, incidental, special, or consequential damages arising out of or in any way connected with:

• Your use of or inability to use the AYUXA website or mobile app.
• Any reliance placed by you on the completeness, accuracy, or existence of any information on the Platform.
• Any injury, death, or health deterioration arising from services booked through the Platform.

1.5 External Links Disclaimer

The AYUXA Platform may contain links to external websites that are not provided, maintained, or in any way affiliated with AYUXA HEALTH TECH PLATFORMS PVT. LTD. Please note that we do not guarantee the accuracy, relevance, timeliness, or completeness of any information on these external websites. Clicking on affiliate or third-party links is done at your own discretion and risk.

1.6 Copyright and Intellectual Property

All content, logos, trademarks, text, graphics, and software on the Platform are the intellectual property of AYUXA HEALTH TECH PLATFORMS PVT. LTD. unless otherwise stated. Unauthorized use, reproduction, or distribution of this material is strictly prohibited and may result in legal action.

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2. STATUTORY DISCLOSURES & COMPLIANCE REGISTRY

In accordance with the Limited Liability Partnership Act (2008), the Information Technology Act (2000), the Consumer Protection (E-Commerce) Rules (2020), the Digital Personal Data Protection Act, and applicable guidelines for digital health aggregators in India, AYUXA HEALTH TECH PLATFORMS PVT. LTD. (operating under the trade name AYUXA) makes the following statutory disclosures.

2.3 Digital Health Aggregator & Service Disclosures

Under the self-regulatory codes for e-diagnostics and e-pharmacy aggregators in India, AYUXA declares its operational model as a Technology Platform and Aggregator:

• Diagnostic Services: AYUXA is a technology facilitator. Blood tests and clinical diagnostic services booked through our platform are fulfilled and processed exclusively by our certified laboratory partner, Redcliffe Labs. The physical laboratory conducting the tests is responsible for clinical sample processing, accreditation (NABL/CAP), and reporting accuracy.
• Pharmacy & Medicine Delivery: AYUXA operates as an intermediary connecting users with independent, licensed local pharmacies and medical stores. AYUXA does not manufacture, stock, or dispense Schedule H, Schedule H1, or Schedule X drugs. Valid prescriptions are required for the procurement of restricted medicines via the platform.
• Telecommunications: SMS and WhatsApp communications generated by the platform are routed through registered third-party APIs (fast2sms).

2.4 Consumer Protection & Grievance Redressal

In compliance with the Consumer Protection (E-Commerce) Rules, 2020, AYUXA has established a dedicated grievance redressal mechanism. (See Master Contact Information below for Grievance Officer details).

• Resolution Timeline: We acknowledge all consumer grievances within 48 hours and strive to resolve them within 30 days of receipt.

2.5 Data Privacy & DPDP Act Compliance

In accordance with the Digital Personal Data Protection (DPDP) Act and the Information Technology Rules:

• Data Fiduciary Status: AYUXA HEALTH TECH PLATFORMS PVT. LTD. acts as the Data Fiduciary determining the purpose and means of processing user personal and health data on the AYUXA platform.
• Consent Mechanism: Digital personal data, including sensitive health records and diagnostic reports, is collected and processed only after obtaining free, specific, informed, unconditional, and unambiguous affirmative consent from the user (Data Principal).
• Data Processors: Data shared with our partners (e.g., Redcliffe Labs for diagnostics, Razorpay for payments) is governed by strict Data Processing Agreements ensuring end-to-end encryption and compliance with Indian data localization norms.

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3. CANCELLATION AND REFUND POLICY

At AYUXA, we strive to ensure the highest quality of care and service. However, we understand that circumstances may change. This policy outlines the conditions under which cancellations and refunds are processed.

3.1 Diagnostic Services (Blood Tests & Health Packages)

• Full Refund: You are eligible for a 100% refund if you cancel the booking at least 2 hours before the scheduled home collection slot.
• Partial Refund / Convenience Fee: If a cancellation is made within 2 hours of the scheduled slot or if the phlebotomist has already reached your location, a convenience/visit fee (typically ₹150–₹250) may be deducted from the refund amount.
• Non-Refundable: No refunds will be issued once the sample has been collected and processed by the lab.
• Technical Issues: If a sample is rejected by the lab due to technical reasons or becomes "unfit for testing," AYUXA will offer a free re-collection. If you opt not to re-test, a full refund will be processed.

3.2 Medicine Delivery (Local Stores)

• Cancellations: You may cancel an order at any time before the local store dispatches the delivery. Once the order is "Out for Delivery," it cannot be cancelled.
• Returns & Refunds: Returns are only accepted for damaged or tampered packaging, expired medication, or incorrect medicine delivered. Medicines must be returned in their original packaging with the seal intact. Refrigerated items and "Schedule X" drugs are generally non-returnable.

3.3 Elder Care & Concierge Services

• One-time Care Visits: Cancellations made 24 hours prior to the visit are eligible for a full refund. Cancellations within 24 hours will incur a 20% service fee.
• Subscription Plans: If you wish to discontinue a monthly or annual care plan, a pro-rata refund will be calculated based on the unused portion of the month, subject to a 10% administrative processing fee.

3.4 Refund Processing & Timelines

• Mode of Refund: Approved refunds will be credited back to the original payment method used during the transaction via Razorpay.
• Timeline: Once AYUXA initiates the refund, it typically takes 5 to 7 working days to reflect in your account.
• Notification: You will receive an automated confirmation via SMS/WhatsApp and email once the refund has been initiated.

3.5 Non-Refundable Scenarios

No refunds will be granted in the following cases:

• Incorrect information provided by the user (e.g., wrong address leading to missed delivery/collection).
• Refusal to provide a valid prescription for restricted medicines.
• User not being available at the scheduled time of service without prior notice.

3.6 How to Request a Refund

To initiate a refund or cancellation, please use the Mobile App (Go to 'My Bookings' and select 'Cancel'), call our customer care, or email us. Please maintain your transaction ID and booking confirmation for all correspondence.

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4. TERMS AND CONDITIONS OF USE

This document is an electronic record in terms of the Information Technology Act, 2000. These Terms and Conditions govern your access to and use of the website and the AYUXA Flutter mobile application.

4.1 General Provisions & Eligibility

Eligibility: You must be at least 18 years of age to register, use the Services, or visit the Platform.
Account Security: You are responsible for maintaining the confidentiality of your account credentials. We will not be liable for any loss or damage arising from your failure to protect your account.

4.2 Scope of Services

AYUXA acts as a technology platform and health care aggregator providing elder care concierge services, and facilitating Diagnostic Services and Medicine Delivery.

4.3 Third-Party Integrations & Partnerships

The Platform relies on third-party service providers (Redcliffe Labs for diagnostics, independent local pharmacies for medicines, Razorpay for payments, fast2sms for communications, and Google for location services).

4.5 Prescription Policy for Medicines

When ordering medicines that fall under restricted schedules, you must upload a valid, legible prescription issued by a registered medical practitioner. The fulfilling local store reserves the right to reject an order if the prescription is invalid.

4.6 Payments, Fees, and Taxes

Prices are displayed on the Platform. All payments must be made in INR. Statutory taxes (GST) will be applicable as per law.

4.7 Intellectual Property Rights

All content on the Platform, including logos, source code, and app architecture, is owned by AYUXA HEALTH TECH PLATFORMS PVT. LTD. and is protected by copyright, patent, and trademark laws.

4.8 Limitation of Liability and Indemnification

In no event shall the Company, its partners (including Dhemaan Aditya and Soma Aich), employees, or agents be liable for indirect, incidental, or consequential damages resulting from errors in content, personal injury, or unauthorized access. You agree to defend, indemnify, and hold harmless AYUXA against any claims arising from your violation of these Terms.

4.9 Modification of Terms & Governing Law

We reserve the right to modify these Terms at any time. These Terms shall be governed by and construed in accordance with the laws of India. Any dispute shall be subject to the exclusive jurisdiction of the competent courts located in Bengaluru, Karnataka.

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5. PRIVACY POLICY

AYUXA values your privacy and is committed to protecting your personal and health information in compliance with the DPDP Act and IT Rules.

5.1 Information We Collect

• Personally Identifiable Information (PII): Name, age, gender, DOB, address, email, phone.
• Sensitive Personal Data and Information (SPDI): Medical history, prescriptions, diagnostic reports.
• Financial Information: Billing history (We do not store card/UPI PINs).
• Technical & Location Data: IP address, device type, app usage, and GPS location via Google Maps API.

5.2 How We Use & Share Your Information

We process data for service fulfillment, operations, communication, and compliance. Data is shared with trusted partners (Redcliffe Labs, local pharmacies, fast2sms, Google, Razorpay) strictly for fulfilling services. We may disclose data to legal authorities if required by law.

5.3 Data Security & Retention

We employ robust, industry-standard security measures (encryption, secure servers). We retain your data only for as long as necessary to fulfill service and legal obligations.

5.4 Your Rights Regarding Your Data

• Right to Access: Request a copy of your data.
• Right to Rectification: Request corrections to inaccurate data.
• Right to Erasure (Right to be Forgotten): Request deletion of your account/data, subject to legal constraints.
• Right to Withdraw Consent: Withdraw processing consent at any time.

5.5 Cookies and Tracking Technologies

Our website uses cookies to enhance browsing and gather analytical data. You can instruct your browser to refuse cookies, though some Platform features may become unavailable.

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6. SERVICE LEVEL AND OPERATIONAL POLICY

6.1 Elder Care & Concierge Services

• Scope of Care: Non-medical assistance with daily living, companionship, and health monitoring.
• Service Hours & Assignment: Standard shifts available (4-24 hours). AYUXA assigns caregivers based on availability and skill.
• Safe Environment: Users must provide a safe, harassment-free environment. We reserve the right to withdraw services immediately if staff face abuse.

6.2 Diagnostic & Blood Test Services

• Home Collection & Preparation: Phlebotomists are dispatched by Redcliffe Labs. Users must ensure availability and adhere to fasting rules.
• Report Generation & Accuracy: Reports are typically available within 12-24 hours digitally. Clinical accuracy is the sole responsibility of Redcliffe Labs.

6.3 Pharmacy & Medicine Delivery

• Validation & Substitutes: Valid prescriptions are required for restricted drugs. Generics/substitutes are only dispatched with user consent.
• Delivery Timelines: Estimates based on proximity via Google Maps API. Not liable for weather/traffic delays.

6.4 Technical Platform & Support Services

We strive for 99.9% uptime. Phone support operates 8 AM - 8 PM IST. Emails acknowledged within 4 hours; critical technical bugs addressed within 24 hours.

6.5 Force Majeure

AYUXA and its partners shall not be liable for service failures resulting from acts of God, pandemics, government orders, or other circumstances beyond our control.

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8. ADDITIONAL LEGAL POLICIES & NOTICES

8.1 Shipping and Hyperlocal Delivery Policy

AYUXA uses a hyperlocal model via independent local stores. Delivery feasibility relies on real-time Google Maps routing. Deliveries of narcotics or certain Schedule X drugs are strictly prohibited.

8.3 User-Generated Content & Reviews Policy

You retain ownership of reviews, but grant AYUXA a license to display/modify them. Reviews must not contain profanity, hate speech, or defamatory claims. We reserve the right to moderate content.

8.4 Dispute Resolution & Arbitration

Disputes must first be attempted to resolve amicably. If unresolved within 45 days, it shall be referred to arbitration under the Arbitration and Conciliation Act, 1996. The seat and venue of arbitration shall be Bengaluru, Karnataka, India.

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9. SUBSCRIPTION & RECURRING PAYMENTS

9.1 Auto-Debit Consent & Notification

By opting for a subscription, you authorize AYUXA to auto-debit your payment method via Razorpay. You will receive a pre-debit notification at least 24 hours prior.

9.2 Commercial Communications & TRAI (DND) Override

By registering, you explicitly consent to receive transactional and operational alerts, overriding any NDNC/NCPR (Do Not Disturb) registrations under TRAI, to ensure you receive critical healthcare alerts (OTPs, SOS) via fast2sms.

9.3 Elder Care: Vitals Monitoring Boundary

Any assistance regarding the checking of basic vitals by caregivers is strictly for non-diagnostic record-keeping. Caregivers are not authorized to interpret readings or alter medications.

9.4 Promotional Offers & Anti-Fraud Policy

Promotional codes and referrals are for fair use only. We reserve the right to revoke offers or suspend accounts if fraudulent activity or manipulation of financial incentives is detected.

9.5 Account Deletion & Data Portability

Users may initiate account deletion via the app settings. Users can request a data export before deletion. Please note AYUXA is legally obligated to retain certain financial and diagnostic meta-data for a statutory period.

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10. PATIENT AND CLIENT BILL OF RIGHTS

As a user of the AYUXA platform, you possess the following inalienable rights:

• Right to Information and Transparency: Know the identity of your providers and receive clear, upfront pricing.
• Right to Dignity and Respect: Be treated with compassion, free from discrimination.
• Right to Privacy and Confidentiality: Absolute confidentiality regarding medical history and personal privacy during home care.
• Right to Informed Consent and Refusal: Participate in care decisions, refuse specific services or substitutes, and control digital data sharing.
• Right to Safety and Quality: Expect vetted personnel and sterile diagnostic equipment.
• Right to Grievance Redressal: Voice concerns without fear of retaliation and expect prompt resolution.

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