Terms & conditions

These terms are an agreement between you and Phronetic Labs Pvt. Ltd., a company registered in Nepal (company registration no. 318821/080/08) that operates MedicSewa from Kathmandu. They apply to the website, the apps and every service offered through them. Doctors, nurses, laboratories and pharmacies providing care on MedicSewa agree to separate terms with us.

• "Patient" means anyone receiving care through MedicSewa, including a family member whose care you manage.
• "Provider" means a doctor, nurse, laboratory or pharmacy providing care or goods through MedicSewa.
• "Services" means the website, the apps, and everything offered through them.

• You must be 18 or over to hold an account.
• You may add children, and adults who need help with their care, as family members, and act for them. You confirm you have the right to do so, and you are responsible for what you do on their behalf.
• Keep your details accurate and up to date, and keep your sign-in to yourself.
• You are responsible for what happens under your account.

Through MedicSewa you can:

• consult a doctor by video, at a booked time or with the next doctor available;
• order lab tests, with the sample collected at home;
• book a nurse to visit you at home;
• order medicines on your prescription for delivery;
• keep your prescriptions, results and records, and use reminders and summaries based on them.

Services, availability and areas served can change. We may add, change or stop features, and will give reasonable notice where a change affects you.

• Phronetic Labs is a technology platform, not a clinic, laboratory or pharmacy. Providers are responsible for the care they give, and whether to diagnose, prescribe or refer is the doctor's decision.
• MedicSewa is not for emergencies. If someone is seriously unwell, contact emergency services or go to the nearest emergency department.
• A video consultation cannot replace every physical examination. The doctor may tell you to be seen in person.
• The questions before a consultation, explanations of results, reminders and summaries are information to help you and your doctor. They are not a diagnosis or medical advice.
• We cannot guarantee a particular outcome, or that a particular provider will be available.

• The price, including any platform fee, is shown before you confirm. You pay through Khalti or by card.
• A booked consultation is confirmed once it is paid; an unpaid booking may be cancelled.
• When you ask to see a doctor now, nothing is charged until a doctor accepts.
• A home visit or sample collection is charged when a provider accepts it. Where paying at the door is offered, you pay online by scanning the code the provider shows you; an amount left unpaid remains due.
• Medicine orders can be paid in the app or on delivery, where offered.
• If you pay by card in another currency, such as US dollars, the amount and exchange rate are shown before you pay. Your card issuer may add its own fees.

• Consultations: cancel more than 4 hours before the start for a full refund. Closer to the start, contact us.
• If the doctor doesn't join: you may cancel for a full refund or move the appointment free; if you joined and the doctor did not, it is cancelled and refunded automatically.
• Home visits and sample collections: refunded in full if cancelled before the provider sets off. Once they are on the way, the visit fee is kept if you cancel, unless they were running late.
• Lab tests: a test the laboratory cannot do is refunded, and so is a cancelled order, less any collection fee kept under the rule above.
• Cancelled by us or by a provider: refunded in full.

Refunds go back to the way you paid; anything paid with credit returns as credit. Once we issue a refund, it usually reaches you within 7–14 business days, depending on your payment provider. Anything not covered here, contact us and we will look at it fairly.

• A membership is paid for once and lasts for the period shown when you join. While it lasts, its benefits — such as a discount on consultations and free medicine delivery — apply automatically. It does not renew by itself; renewing adds its period to the time you have left.
• A promo code gives credit or a discount as described when you enter it, may have conditions and an end date, and cannot be exchanged for cash.
• Credit can be spent on care for the patient it belongs to. It cannot be bought, transferred or paid out.
• We may withdraw a promo code, or credit or benefits obtained by misuse.

• Give providers truthful, complete information about your health, and follow their advice or ask about it.
• Join consultations on time, and be at the address you gave when a provider visits.
• Treat providers and our staff with respect, and keep visiting providers safe in your home.
• Upload only reports and photos you are entitled to share.
• Do not use the Services for anything unlawful, including obtaining medicines improperly.

A consultation is recorded only if the patient agrees when asked in the call. You must not record a consultation, or any part of it, without the provider's agreement.

We send messages you need to use the Services — sign-in codes, booking and payment confirmations, reminders and updates about your care — by notification, SMS or email. You can choose which optional notifications you receive in the app's settings.

The apps are free to download. Keep them up to date and protect your phone with a lock, since it holds your sign-in and some of your information.

You may not:

• copy, scrape or collect content or data from the Services by automated means;
• reverse engineer, decompile or try to extract the source code or workings of the Services;
• use the Services, or anything obtained from them, to build or improve a competing product;
• get around security, access limits or protections against automated use;
• access another person's account or information without their permission.

Our privacy policy explains how we handle personal and health information, and forms part of these terms.

Payments, sign-in and some other functions are provided by other companies, whose own terms may also apply. We are not responsible for their services beyond what the law requires.

MedicSewa's software, design, content, name and logo belong to Phronetic Labs or its licensors. You may use the Services for your own care and nothing else, and may not copy or reuse any part of them without our written permission.

• The Services are provided as they are and as available.
• We are not liable for indirect or consequential loss, or for the acts of providers or other companies, to the extent the law allows.
• Our total liability for any claim is limited to the lesser of what you paid for the service concerned and NPR 10,000.
• Nothing in these terms limits liability that cannot be limited under the laws of Nepal.

You agree to compensate Phronetic Labs for claims arising from your misuse of the Services or your breach of these terms.

We may suspend or close an account that breaks these terms, gives false information, abuses providers or staff, or puts the Services at risk. You can delete your account at any time in the app, under Settings; amounts already owed remain payable.

These terms are governed by the laws of Nepal. If something goes wrong, contact us first and we will try to resolve it. Disputes we cannot resolve together are subject to the courts of Kathmandu.

We may update these terms when our services or the law change. We will tell you about significant changes before they take effect; continuing to use the Services after that means you accept them.