Terms of Use

These terms of use (terms) govern your use of the Tulasi Healthcare app. By signing/agreeing to these terms you enter into an agreement that binds you to all the terms, Privacy Policy, applicable consent forms, service-specific terms, cancellation/refund policies and other policies displayed on or through the App.

If you do not agree to any of the terms, you should not use the app or any of its services.

PURPOSE AND NATURE OF THE APP

Tulasi Healthcare app is a platform generated for facilitating care between its users, Tulasi Healthcare as an institution, its healthcare professionals and other team members. Our services nowhere intend to replace emergency medical care.

The app may enable the user to:

Schedule, reschedule and manage the appointments,

Consult healthcare professionals for psychiatric as well as psychological assessments,

Access treatment related information, including but not limited to prescriptions, assessments, clinical communications, lab reports, invoices, etc.,

Communicate with Tulasi’s team including the healthcare professionals, and the patient-support team,

Receive emergency support through channels made available by Tulasi Healthcare,

Share personal information with the authorized members,

Record and maintain health and behavioural records such as mood, symptoms, medicine adherence, sleep, weight, etc.,

Receive reminders and notifications,

Access to treatment-related educational resources,

Make payments for availed services,

access such additional healthcare, support and wellness features as Tulasi may introduce from time to time

1.3 Availability of a particular feature may depend upon the user’s treatment plan, location, eligibility, clinical requirements, subscription/package, technical availability or applicable law.

DEFINITIONS

For the purposes of these terms these words and expressions shall have the meanings as stated below:

Patient – the individual receiving or seeking healthcare services through Tulasi.

Caregiver – a person authorized by the patient, parent, guardian or otherwise recognized under applicable law to assist the patient and access the information made available to them.

Nominated Representative / NR – a person nominated or recognized to represent or support the patient in accordance with applicable law.

Minor – a person below 18 years of age.

Healthcare Professional – a doctor, psychiatrist, psychologist, therapist, counsellor or other qualified professional authorized to provide the relevant service.

Emergency Support – the support or assistance made available through the App in an urgent situation, subject to the limitations stated in the Terms.

User Content – any information, documents, reports, photographs, journal entries, messages, responses, logs or other material uploaded or entered by a user.

Personal Data/information – information relating to an identifiable individual.

Information – information relating to a person’s physical or mental health, diagnosis, treatment, medication, consultation, assessment or other healthcare information.

USER OBLIGATIONS

The user, by using our application, agrees to provide correct, recent and complete information. They must not create an account with us impersonating someone else without lawful authority. The app may require personal information such as age, OTPs, email addresses, contact details, emergency contact, etc. It is the users’ responsibility to disclose accurate information and the users themselves are responsible for maintaining the security of their login credentials.

USER ACCOUNT AND ELGIBILITY:

The app may be used by patients already receiving services from Tulasi Healthcare, prospective new patients above the age of 18, minors under the supervision of their caregivers/NRs/family members, caregivers or family members of the patient authorized either by the patient or otherwise legally authorized, nominated representatives of the patient, and any other person authorized by Tulasi.

GENERAL USER CONDUCT

The user must use the Tulasi App and its services in a lawful, responsible and respectful manner. They must not engage in abusive, threatening, harassing, discriminatory, fraudulent or otherwise inappropriate conduct towards any healthcare professional, member of the Tulasi team, caregiver or other user, whether through the App, calls, messages, video consultations or otherwise.

The App must not be misused by the users, neither they should provide false or misleading information, impersonate another person, violate another person’s privacy or confidentiality, interfere with the security or functioning of the App, or use the App for any unlawful purpose. The user must disclose about any ongoing medico-legal case which involves them.

The user must also not request or pressure any healthcare professional to provide treatment, prescriptions or other services that are outside their professional scope or contrary to applicable law.

Tulasi Healthcare may take appropriate action in the event of a violation of this clause, including issuing a warning, restricting or suspending access to the App or services, terminating access, cancelling appointments, or reporting serious matters to the appropriate authorities, in accordance with applicable law.

CONFIDENTIALITY OF MENTAL HEALTH INFORMATION:

6.1 Tulasi recognizes that information related to people’s, especially our user’s mental health, requires a high level of confidentiality. Any information related to user’s mental health, healthcare, or treatment will be handled with utmost confidentiality as per Mental Healthcare Act, 2017 (MHCA, 2017) and other applicable laws.

6.2 The information here includes information which is stored and maintained electronically or digitally. However, we might share such information wherever permitted or required by law, including for the purposes of providing treatment with the members of the treating team or with a duly authorized representative after obtaining proper consent.

6.3 The disclosure of information might also be done in cases where it is necessary to prevent harm, violence, or threat to life, or to adhere to any orders passed by the competent court or authority.

6.4 Patients can choose to add their care-givers’/NR/any other authorized person’s name while registering on the app with whom the wish to share their information, the onus of such transaction/disclosure remains on the patient himself in such cases.

6.5 In all such situations, Tulasi will try to limit the disclosure of information that is reasonable and necessary for the relevant purpose.

PATIENT CONSENT AND RIGHTS:

Nothing in these terms takes away or limits any of the rights of the users given to them under the Mental Healthcare Act, 2017 or any other applicable laws.

The app shall not be interpreted in any manner determining the user’s legal or mental capacity merely because a user has or does not have access to a certain feature of the app.

APPOINTMENTS AND ONLINE CONSULTATIONS:

8.1 The app allows users to book appointments and attend online consultations with the authorized healthcare professionals. All the appointments are not guaranteed and subject to the availability of the concerned professional.

8.2 The booked appointments may be rescheduled or cancelled due to emergencies, clinical requirements, technical glitches, or any other circumstances affecting the services.

8.3 All the consultations are provided in accordance with the law, professional standards and telepsychiatry guidelines mentioned in clause 12. A prescription for the same will only be provided if considered clinically appropriate and legally permissible by the professional.

8.4 The healthcare professionals may advice in-person consultation or referral based on their clinical findings. A request for an appointment or consultation does not create a right to receive a prescription, diagnosis, treatment or referral.

8.5 The user has a duty to provide accurate information related to their health, medications, previous treatments and must not withhold any such information that might affect the treatment or consultation directly.

8.6 Before and during an online consultation, Tulasi or the Healthcare Professional may verify the patient’s identity and may ask the patient to confirm their current location and contact details. The patient must provide accurate information and inform the Healthcare Professional if another person is present during the consultation.

8.7 In cases where an account is created and an appointment is booked on behalf of any patient, maybe by a parent, guardian, care giver or any other person, that person has a duty to disclose all the information accurately and also to make sure that they have the authority or consent to use that information.

MINORS AND CHILDREN:

9.1 A minor may avail the services of the app only in a manner that is permitted by the applicable law. Where parental or guardian consent is required, the relevant parent or lawful guardian will be responsible for providing such consent and for the information provided during registration or booking.

9.2 The duty to provide accurate personal and health related information also remains with the user in such cases.

9.3 Tulasi may maintain confidentiality of information relating to a Minor to the extent required by law and professional obligations. Information may nevertheless be shared with a parent, guardian or other authorized person where required for treatment, safety, legal compliance or protection of the Minor or another person.

PSYCHOLOGICAL ASSESMENTS:

The app offers offline as well as online psychological and mental-health assessments depending on the clinical requirement of the patients. These assessments do not constitute a conclusive or final diagnosis but are intended to support the clinical understanding unless confirmed by a qualified mental-health professional.

The suitability and availability of the assessment may vary on the discretion of the professional, also on the age, condition and clinical requirements of the patient.

PRESCRIPTIONS AND TREATMENT INSTRUCTIONS:

The healthcare professional will issue a prescription only if it is believed to be clinically required. It is the duty of the patient to use only for himself without making any alterations, and also to make sure that it is not copied, forged or used for any other unauthorized purpose. Prescribed medicines should only be used as per the instructions of the healthcare professional.

The App may also display treatment plans, medication schedules, follow-up instructions and other treatment-related information. Information displayed on the App should not be treated as a substitute for professional medical advice. If the users are unsure about any prescription, medication or treatment instruction they must seek clarification from the dedicated healthcare professional.

TELEPSYCHIATRY GUIDELINES:

Telepsychiatry consultations through the Platform will be provided in accordance with applicable laws and guidelines, as amended from time to time. The following shall apply:

12.1 Patient and caregiver/family member identity may be verified by the psychiatrist before the consultation.

12.2 The patient should ordinarily be present during the consultation. Proxy consultations may be allowed where permitted under applicable guidelines and at the psychiatrist’s discretion.

12.3 Consultations may be conducted through text, audio or video, as considered appropriate by the psychiatrist.

12.4 The psychiatrist may require an in-person consultation at any stage where clinically necessary. The patient may opt for an in-person consultation at any stage.

12.5 Prescriptions will be issued only where permitted under applicable law and based on the psychiatrist’s clinical assessment.

12.6 Prohibited or restricted medicines will not be prescribed through teleconsultation.

12.7 In an emergency, the patient may be advised to seek immediate in-person or emergency medical care.

12.8 Tulasi will take reasonable steps to maintain the privacy and confidentiality of telepsychiatry consultations and records.

MEDICAL RECORDS:

13.1 The App may record and allow patients to access their medical and treatment-related records, including prescriptions, laboratory reports, psychological or psychiatric assessments, consultation records, treatment plans, discharge summaries and other documents made available by Tulasi, subject to applicable law.

13.2 Tulasi may require identity, authority verification or consent before providing access to any record.

13.3 A patient who independently approached Tulasi for his treatment and is considered to have the capacity to make decisions regarding their healthcare will ordinarily control access to their medical information, and records will not be shared with a family member, caregiver or other person merely because of their relationship with the patient.

13.4 Where the patient is a Minor, lacks the capacity required for the relevant decision, has authorized a Caregiver or Nominated Representative, or where disclosure is considered important for the safety of the patient or is otherwise permitted or required by law, Tulasi may provide relevant information to the appropriate parent, guardian, Nominated Representative or other authorized person.

13.5 In cases where the parent/care giver/ guardian/ NR has registered their minor child for their treatment and the child is actively involved in the treatment, that parent/care giver/ guardian/ NR will have access to the treatment records without putting any liability on Tulasi for the same.

13.6 Access to particular information may also be restricted where permitted by law, including where disclosure may result in serious harm to the patient or another person.

13.7 Medical records made available through the App must not be altered, manipulated or misrepresented, and their electronic availability does not change their legal or clinical status.

COMMUNICATION WITH THE TREATING TEAM:

The App may provide messaging, call-back, call-centre or other communication features to support continuity of care. These channels are not continuously monitored and, unless specifically stated otherwise, must not be used for urgent or life-threatening situations. Response times may vary depending on the nature and urgency of the request, availability and operating hours, and a message does not guarantee an immediate response, prescription, diagnosis or change in treatment. Tulasi may retain records of such communications for continuity of care, clinical documentation, quality assurance and legal or regulatory purposes.

EMERGENCY AND QUICK SUPPORT:

The App may provide Emergency Support or Quick Support features to help a user contact Tulasi or seek appropriate assistance. However, these features are not a substitute for emergency medical services. Tulasi does not guarantee an immediate response, immediate consultation, ambulance, emergency transportation, physical rescue, on-site intervention, hospital admission or any other emergency service merely because a request is made through the App.

If a user or any other person is at immediate risk of self-harm, suicide, violence, serious injury or any other medical emergency, the user or the person accompanying them must immediately contact the appropriate emergency services or take the person to the nearest suitable hospital or emergency facility.

JOURNALING AND PERSONAL ENTERIES

16.1 The App may allow you to maintain personal journal entries, which may include sensitive personal or health-related information.

16.2 Journal entries are not continuously monitored or routinely reviewed by Tulasi or your treating team. Unless the App specifically tells you that an entry has been shared with or is being reviewed by your treating team, you should not assume that anyone is monitoring it.

16.3 A journal entry, mood log, message or similar information submitted through the App should not be treated as a clinical message or a request for immediate medical attention.

16.4 The App and its messaging, journaling and mood-tracking features are not continuously monitored for emergencies. If you need urgent or emergency medical or mental health assistance, you should contact the appropriate emergency service or seek immediate medical care rather than relying on these features.

16.5 If you choose to share a journal entry or other information with your treating team, it may be considered part of your healthcare information and handled in accordance with applicable law and Tulasi’s records-management practices.

PSYCHOEDUCATION AND TREATMENT RESOURCES

The App may provide psychoeducation, articles, videos, exercises, treatment information and other educational resources to help users better understand mental health and related care. These resources are intended to support, and not replace, professional medical or psychological assessment and treatment. Users should not make changes to their medication, treatment or care solely on the basis of such content and should consult their treating professional before making any significant changes to their care.

TREATMENT PACKAGES AND PROGRAMMES

The App may offer treatment packages, programmes, memberships or bundled services, with details of the services included, validity, applicable fees and taxes, consultations or services covered, exclusions, and the applicable cancellation, rescheduling and refund terms. Purchasing a package does not guarantee any particular clinical outcome, and all services remain subject to the treating professional’s clinical judgment. A healthcare professional may determine that a particular service is not clinically appropriate or that an alternative course of care is required. Nothing in the package terms limits any mandatory rights available to users under applicable consumer, healthcare or other laws.

PAYMENTS

The App may allow users to make payments for consultations, treatment packages, medicines, laboratory tests and other services. Applicable prices, taxes, delivery charges and any other additional charges will be disclosed before payment, wherever required by law. Payments may be processed through authorised third-party payment providers. Users are responsible for providing accurate payment and billing information and for ensuring that the details provided are correct.

CANCELLATION, RESCHEDULING AND REFUNDS

Cancellation, rescheduling and refund terms may vary depending on the service or package purchased and the applicable policy communicated to you at the time of booking or purchase. Where a refund is applicable, it will be processed through the relevant payment method within the applicable timeframe. Nothing in these Terms limits any consumer rights or other remedies available to you under applicable law.

DATA PROTECTION AND PRIVACY

User privacy is important to Tulasi Healthcare. Tulasi collects and uses personal and health information only for legitimate purposes connected with providing and managing its services, including registration, healthcare and teleconsultation, medical records, appointments, treatment and caregiver coordination, medicines and laboratory services, payments, support, emergency assistance, legal compliance and improving its services.

The User’s personal data will be handled in accordance with applicable data-protection laws, including the Digital Personal Data Protection Act, 2023 and the Digital Personal Data Protection Rules, 2025, to the extent applicable. Where required by law, Tulasi will obtain the User’s consent before processing personal data.

Detailed information about the data collected, how it is used and protected, when it may be shared, how long it is retained, and the rights available to the User is set out in Tulasi’s separate Privacy Policy, which forms part of these Terms of Use. Users are encouraged to read the Privacy Policy carefully before using the App.

Users may exercise their applicable rights in relation to their personal data in accordance with the Privacy Policy and applicable law. Withdrawal of consent or restriction of certain processing may affect Tulasi’s ability to provide services where such processing is necessary for providing the service or is otherwise permitted or required by law.

THIRD-PARTY SERVICE PROVIDERS

Tulasi may engage trusted third-party service providers to support the App and its services, including cloud hosting, payment processing, laboratory and medicine services, logistics, teleconsultation, communications, customer support, cybersecurity and analytics.

These providers may process information on Tulasi’s behalf and are required to comply with applicable legal and contractual obligations. Where a User directly uses or interacts with an independent third-party provider, that provider’s own terms and privacy practices may also apply.

RECORDINGOF CONSULTATIONS AND COMMUNICATIONS

Users must not record, reproduce, publish or share consultations, calls, messages or other communications with healthcare professionals without the required consent or lawful authority.

Tulasi may record or retain such communications where permitted by law and reasonably necessary for clinical records, quality and patient safety, training, security, dispute resolution or legal compliance. Where consent or prior notice is required, Tulasi will obtain or provide it in accordance with applicable law.

INTELLECTUAL PROPERTY

The App, including its software, design, interface, branding, text, graphics, videos, educational content, databases and other content owned or licensed by Tulasi, is protected by applicable intellectual-property laws.

Users must not copy, reproduce, distribute, sell, modify, reverse engineer, commercially exploit or create derivative works from the App or its proprietary content, except where expressly permitted by Tulasi or applicable law.

Users retain ownership of their original content to the extent recognised by law. By using the App, Users allow Tulasi to use such content only to the extent reasonably necessary to provide, maintain and improve its services, in accordance with these Terms and the Privacy Policy.

AVAILABILITY OF THE APP

Tulasi will make reasonable efforts to keep the App and its services available, but uninterrupted or error-free access cannot always be guaranteed. The App or certain features may be temporarily unavailable due to maintenance, updates, network or technical issues, cybersecurity incidents, third-party service interruptions, device or operating-system issues, force majeure or other circumstances beyond Tulasi’s reasonable control.

SUSPENSION OR RESTRICTION OF ACCESS

Tulasi may suspend or restrict a User’s access to the App or its services where reasonably necessary due to a material breach of these Terms, fraudulent or unlawful activity, security concerns, misuse of healthcare services, threats or abuse towards healthcare personnel, legal or regulatory requirements, or circumstances affecting patient, User or system safety.

Where reasonably practicable, Tulasi may provide prior notice before taking such action. Any suspension of App access will not affect a patient’s lawful right to access healthcare or medical records under applicable law. Where required, Tulasi will provide an appropriate alternative means for accessing legally required records or exercising statutory rights.

LIMITATION OF LIABILITY

To the extent permitted by law, Tulasi will not be liable for any indirect, incidental, special or consequential loss arising either from the unavailability of a digital feature or service or due to results consequential to the user actions non-compliance of these terms.

Tulasi will not be responsible for issues caused by the User’s device or internet connection, third-party infrastructure, inaccurate information provided by the User, failure to follow professional instructions, or circumstances beyond Tulasi’s reasonable control.

Nothing in these Terms limits or excludes any liability, statutory right or remedy that cannot legally be limited or excluded under applicable law.

NO GUARANTEE OF CLINICAL OUTCOME

Healthcare outcomes vary from person to person. Use of the App, consultations, monitoring tools, reminders or treatment packages does not guarantee recovery, remission, prevention of relapse, a particular diagnosis, absence of side effects or any specific clinical outcome.

All clinical decisions are made by the treating healthcare professional based on their professional judgment and the information available to them. Tulasi does not guarantee any particular treatment outcome.

GRIEVANCE REDRESSAL

Users may raise complaints relating to healthcare services, App functionality, payments, privacy, medical records or other matters through the following:

Grievance Officer: S. Chandra

Email:gmoperations@tulasihealthcare.com

Tulasi will handle grievances in accordance with applicable law and its grievance-redressal procedures.

CHANGES AND UPDATES TO THE APP

Tulasi may decide to add, change, suspend or discontinue features of the App from time to time. The App may also be updated to meet security, regulatory, technological or clinical requirements. Where any material change affects the User’s rights or obligations, Tulasi will provide notice as required by applicable law.

CHANGES TO THESE TERMS

Tulasi may decide to update these Terms from time to time. The revised Terms will include the date of the latest update, and where required by law, Tulasi will provide notice of any material changes. Continued use of the App after the updated Terms take effect will mean that the User accepts the revised Terms, to the extent permitted by applicable law.

GOVERNING LAW AND JURISDICTION

These Terms will be governed by the laws of India. Subject to any mandatory rights or remedies available under applicable consumer, healthcare, mental-health or data-protection laws, the courts in Gurugram, Haryana will have jurisdiction over disputes arising from these Terms.

Nothing in this clause prevents a User from approaching any statutory, regulatory, consumer, mental-health, data-protection or other competent authority where permitted by law.

SEVERABILITY

If any provision of these Terms is held to be invalid or unenforceable, it will be modified only to the extent necessary to make it enforceable. The remaining provisions will continue in full force.

WAIVER OF CLASS OR REPRESENTATIVE ACTIONS

To the extent permitted by applicable law, any dispute arising out of these Terms or the use of the Tulasi App or its services shall be raised and pursued individually and not as a class, collective or representative action.

Nothing in this clause limits or restricts any statutory right or remedy available to a User under applicable Indian law, including any right to approach a consumer commission, court, statutory or regulatory authority, or any other competent forum where such right is available. If any part of this clause is found to be unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

CONTACT DETAILS

Tulasi Psychiatric & Rehabilitation Private Limited

Registered Office:

India Convention Center, Sector 64, Opposite M3M Urbana,

Gurugram, Haryana, India

Grievance Officer: S. Chandra

Email: gmoperations@tulasihealthcare.com

Sanchita Pensia

Email: legal@tulasihealthcare.com

USER ACCEPTANCE

By selecting “I Agree” or “Accept Terms”, registering an account, booking an appointment, attending an online consultation, purchasing a service or otherwise using the App, the user confirms that they:

have read and understood these Terms;

agree to comply with them;

have reviewed the Privacy Policy;

understand that the App facilitates healthcare services but does not replace professional clinical judgment;

understand that App-based communications and features may not be continuously monitored;

understand that emergency support through the App is not a substitute for immediate emergency medical assistance;

will provide accurate information;

will use the App lawfully; and

understand that healthcare outcomes cannot be guaranteed.

[ I AGREE ]