Terms of Service

Kliniq (the “Service”) is provided by [Kliniq Technologies Private Limited], a company incorporated in India with CIN [CIN] and registered office at [Registered office address, City, State, PIN] (“Kliniq”, “we”, “us”). These Terms of Service (“Terms”) apply to the clinic, practice, hospital or other organisation that signs up for the Service (the “Clinic”, “you”) and to every person the Clinic lets use it.

You accept these Terms by ticking the box at sign-up or by using the Service. The person who accepts confirms that they are at least 18 years old and have authority to bind the Clinic. We record the version you accepted and when.

The Service is for business use by healthcare providers and their staff. The Data Processing Agreement (“DPA”), the Refunds and cancellation policy and the plan you choose form part of these Terms. If they conflict, the DPA wins on personal data, then these Terms.

These Terms are an electronic record under the Information Technology Act, 2000 and the rules made under it. They are published in line with Rule 3(1) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and do not need a physical or digital signature.

Kliniq is appointment, queue, billing, messaging and records software. It includes a booking page, a live token queue, reminders, invoices, reports and data-protection tools, as described on our website and in the plan you choose.

Kliniq is not a healthcare provider. We do not give medical advice, diagnose, prescribe or decide on treatment. All clinical decisions, prescriptions, teleconsultations and records are the responsibility of the Clinic and its registered medical practitioners. That includes following the Telemedicine Practice Guidelines, 2020, the National Medical Commission’s regulations and any other rules that apply to your practice.

We may improve, change or retire features. If a change materially reduces a paid feature you use, we will tell you at least 30 days in advance.

• The Clinic's owner account controls the Clinic's workspace, staff access, billing and data. Keep the owner's mobile number and email up to date.
• Staff sign in with a one-time code sent to their own mobile number. Owners and doctors also confirm with a second code. Do not share sign-in codes or devices.
• You are responsible for everything done under your Clinic's accounts. Give each staff member only the role they need, and remove access promptly when someone leaves.
• Tell us at once at security@kliniq.in if you suspect unauthorised access.

• A new Clinic gets a 14-day free trial of the Clinic plan. No card is needed. If you do not choose a paid plan by the end of the trial, your Clinic moves to the Free plan and keeps its data.
• Prices are shown on our pricing page in Indian rupees and exclude GST, which is charged at 18% (or the rate in force). You receive a GST tax invoice for every payment.
• Paid plans are billed in advance, monthly or yearly, and renew automatically until cancelled. Recurring card and UPI payments follow the Reserve Bank of India's e-mandate rules: your bank may ask you to approve the first payment and will notify you before each automatic debit. Where a renewal is above the limit your bank allows for automatic debits, we send you a payment link instead.
• Messages beyond your plan's monthly allowance are paid from a prepaid message wallet at the rates shown on the pricing page.
• We may change prices by giving at least 30 days' notice by email and in the app. A new price applies from your next renewal after the notice period. Yearly plans keep their price until their renewal date.
• Payments are processed by our payment providers. Kliniq never sees or stores your full card number or UPI PIN.

If a renewal payment fails, we retry and remind the owner by email and WhatsApp. Your account then moves through these stages:

• Days 0–14 (payment overdue): everything works, with a reminder banner.
• Days 15–44 (read-only): staff can sign in, see records and export all data. New bookings, tokens and new bills are paused. Reminders already scheduled for patients are still sent.
• Days 45–104 (paused): only the owner can sign in to pay or export. The booking page shows that bookings are temporarily unavailable.
• From day 105, after at least two written notices, the Clinic's data may be deleted as described in section 8.

Paying the amount due at any stage restores full access immediately.

• The owner can cancel at any time from Settings → Plan and billing. Cancellation takes effect at the end of the current billing period, and you keep full access until then. Refunds are covered by our Refunds and cancellation policy.
• We may suspend or end the Service for a Clinic that seriously or repeatedly breaches these Terms, for example by using it unlawfully or putting other users at risk. Unless the law or an urgent security risk requires immediate action, we will first give written notice and 15 days to put things right.
• Sections that by their nature should survive termination (such as data return, confidentiality, liability and disputes) continue to apply.

You own your data. Under the Digital Personal Data Protection Act, 2023 (“DPDP Act”), your Clinic is the data fiduciary for its patients' personal and health data. Kliniq is your data processor and handles that data only to run the Service for you, as set out in the DPA. We never sell personal data or use patient data for advertising.

• You can export all your data (patients, visits, bills, consent records and more) at any time, including while the account is read-only or paused.
• Clinic and patient data is stored in India.
• After cancellation, or when an account reaches the deletion stage, the owner has 30 days of read-only access to export everything. We then delete the Clinic's data from live systems. Backups expire within 35 days, and we confirm the deletion in writing on request.
• Medical records you are legally required to keep are your responsibility to export and retain before deletion.

Kliniq's own handling of owner and staff account data is described in our Privacy Policy.

• Have a lawful basis for the personal data you enter, and give patients the privacy notice and consent choices the law requires. Kliniq's booking page and front-desk tools show a notice and record consent, but you remain responsible for your clinic's practices.
• Keep your clinic details, doctors' registration details, fees, GSTIN and UPI details accurate. You are responsible for the invoices and receipts you issue to patients and for the taxes on them.
• Keep medical records for as long as the law requires, and answer patients' requests about their data (access, correction, erasure, grievances) using the tools we provide.
• Send promotional or health-tip messages only to patients who have opted in, and follow WhatsApp's Business policies and the TRAI rules on commercial communications.
• Tell staff about these Terms and make sure they follow them.

You and your staff must not use the Service to:

• break any law, including laws on medical practice, pre-natal diagnostic techniques, drugs, consumer protection, data protection or advertising;
• send spam or unsolicited messages, or message people who have opted out;
• upload content that is unlawful, defamatory, obscene, infringing, or that threatens the unity, integrity, defence, security or sovereignty of India, as listed in Rule 3(1)(b) of the Intermediary Rules, 2021;
• upload malware, probe or test our systems' security without written permission, or get around usage limits or access controls;
• copy, resell, reverse-engineer or build a competing product from the Service;
• access another clinic's data, or impersonate any person.

We may remove content or restrict access to comply with the law or a lawful order, and we will tell you unless we are not allowed to.

Some features rely on services such as WhatsApp, SMS networks, UPI apps and payment gateways. Your use of those services is also governed by their terms. We are not responsible for delays or failures caused by them, but we will help you resolve any issue. The providers we use to process data are listed on our service providers page.

We aim for 99.9% monthly availability on paid plans, excluding planned maintenance, which we schedule outside clinic hours where possible and announce in advance. The Free plan is provided as available.

Support is available by email at support@kliniq.in and through the contact form, Monday to Saturday, 9 am to 7 pm IST (except public holidays).

Kliniq and its licensors own the software, design, trademarks and documentation. We give the Clinic a non-exclusive, non-transferable right to use the Service during its subscription. You keep all rights in your data, logo and content, and let us use them only to provide the Service. If you send us feedback, we may use it without obligation.

Each party will keep the other's non-public business information confidential and use it only for this agreement. This does not cover information that is public, already known to the recipient, or that must be disclosed by law (in which case the discloser is told, where permitted).

We will provide the Service with reasonable skill and care, and in line with the DPA. Apart from that, and to the extent the law allows, the Service is provided “as is”. We do not promise that it will be error-free or uninterrupted, or that it meets every clinical or regulatory need of your practice.

• Neither party is liable for indirect or consequential loss, or for loss of profit, revenue or goodwill.
• Each party's total liability under these Terms in any 12-month period is limited to the fees the Clinic paid to Kliniq in the 12 months before the claim. For a Clinic on the Free plan, the limit is ₹10,000.
• These limits do not apply to liability that cannot be limited by law, to fraud, or to a party's indemnity obligations.
• Kliniq is not liable for clinical outcomes or for decisions made by the Clinic or its practitioners.

The Clinic will compensate Kliniq for third-party claims arising from the Clinic's medical services, its unlawful use of the Service, or data it entered without a lawful basis. Kliniq will compensate the Clinic for third-party claims that the Service, used as permitted, infringes their intellectual property rights in India.

We may update these Terms. For a material change we will email the owner and show a notice in the app at least 30 days before it takes effect, unless the change is required sooner by law. If you do not agree, you may cancel before the change takes effect and ask for a pro-rata refund of any prepaid yearly fees for the unused period.

These Terms are governed by the laws of India.

If a dispute arises, write to us first. Both parties will try in good faith to settle it within 30 days. If it is not settled, it will be referred to a sole arbitrator appointed by mutual agreement under the Arbitration and Conciliation Act, 1996. The seat of arbitration is [City], and the language is English. Subject to this, the courts at [City] have exclusive jurisdiction.

In line with the Information Technology Act, 2000, the rules made under it and the DPDP Act, 2023, our Grievance Officer is listed below. We acknowledge complaints within 24 hours and resolve them within 15 days. See our grievance redressal policy for the full process.

Grievance Officer

[Grievance Officer name]

Email

grievance@kliniq.in

Data Protection Officer

[Data Protection Officer name]

Email

privacy@kliniq.in

Phone

[+91 phone number]

Post

[Kliniq Technologies Private Limited], [Registered office address, City, State, PIN]

Hours

Monday to Saturday, 9 am to 7 pm IST (except public holidays)

• These Terms, with the DPA and your plan, are the entire agreement between us about the Service.
• If any part is found unenforceable, the rest continues to apply.
• Neither party may transfer this agreement without the other's consent, except to a successor of its whole business with notice.
• Neither party is liable for delays caused by events beyond its reasonable control, such as natural disasters, network outages or government action.
• We send notices to the owner's email address. You can send notices to hello@kliniq.in or to our registered office.
• A failure to enforce a right is not a waiver of it.