Terms & Conditions

Welcome to ZenHeal Wellness Private Limited

These terms and conditions outline the rules and regulations for the use of ZenHeal Wellness Private Limited's Website.

ZenHeal Wellness Private Limited is located at: 46, Behind BDA Complex, HSR Layout, Bengaluru

By accessing this website we assume you accept these terms and conditions in full. Do not continue to use ZenHeal Wellness Private Limited's website if you do not accept all of the terms and conditions stated on this page.

The following terminology applies to these Terms and Conditions, Privacy Statement and Disclaimer Notice and any or all Agreements:

"Client", "You" and "Your" refers to you, the person accessing this website and accepting the Company's terms and conditions. "The Company", "Ourselves", "We", "Our" and "Us", refers to our Company. "Party", "Parties", or "Us", refers to both the Client and ourselves, or either the Client or ourselves. All terms refer to the offer, acceptance and consideration of payment necessary to undertake the process of our assistance to the Client in the most appropriate manner, whether by formal meetings of a fixed duration, or any other means, for the express purpose of meeting the Client's needs in respect of provision of the Company's stated services/products, in accordance with and subject to, prevailing law of . Any use of the above terminology or other words in the singular, plural, capitalisation and/or he/she or they, are taken as interchangeable and therefore as referring to same.

Authorization to Contact

By visiting this website and providing your contact information on any form or chatbot on the website or on any communication channel used by ZenOnco.io, you hereby authorize and give consent to ZenOnco.io to send you, either through itself or through any third party service provider, from time to time various information / alert / SMS / other messages or calls or commercial communication, and other services on the provided emaild id and contact numbers, whether registered with National Do Not Call Registry / listed in National Customer Preference Register or not. You also confirm that by sending any of such messages / calls, you will not hold ZenOnco.io and / or its third party service providers liable / institute complaint under the Telecom Commercial Communications Customer Preference (TRAI) Regulations, 2010 or such other applicable regulations including any amendment thereof, as may be applicable from time to time.

Cookies

We employ the use of cookies. By using ZenHeal Wellness Private Limited's website you consent to the use of cookies in accordance with ZenHeal Wellness Private Limited's privacy policy.Most of the modern day interactive websites use cookies to enable us to retrieve user details for each visit. Cookies are used in some areas of our site to enable the functionality of this area and ease of use for those people visiting. Some of our affiliate / advertising partners may also use cookies.

License

Unless otherwise stated, ZenHeal Wellness Private Limited and/or it's licensors own the intellectual property rights for all material on ZenHeal Wellness Private Limited. All intellectual property rights are reserved. You may view and/or print pages from https://zenonco.io for your own personal use subject to restrictions set in these terms and conditions.

These organizations may link to our home page, to publications or to other Web site information so long as the link:

1. is not in any way misleading;
2. does not falsely imply sponsorship, endorsement or approval of the linking party and its products or services; and
3. fits within the context of the linking party's site.

We may consider and approve in our sole discretion other link requests from the following types of organizations: commonly-known consumer and/or business information sources such as Chambers of Commerce, American Automobile Association, AARP and Consumers Union; dot.com community sites; associations or other groups representing charities, including charity giving sites, online directory distributors; internet portals; accounting, law and consulting firms whose primary clients are businesses; and educational institutions and trade associations.

We will approve link requests from these organizations if we determine that:

1. The link would not reflect unfavorably on us or our accredited businesses (for example, trade associations or other organizations representing inherently suspect types of business, such as work-at-home opportunities, shall not be allowed to link);
2. The organization does not have an unsatisfactory record with us;
3. The benefit to us from the visibility associated with the hyperlink outweighs the absence of ;
4. where the link is in the context of general resource information or is otherwise consistent with editorial content in a newsletter or similar product furthering the mission of the organization.

These organizations may link to our home page, to publications or to other Web site information so long as the link:

1. is not in any way misleading;
2. does not falsely imply sponsorship, endorsement or approval of the linking party and it products or services; and
3. fits within the context of the linking party's site.

If you are among the organizations listed in paragraph 2 above and are interested in linking to our website, you must notify us by sending an e-mail to [email protected].

Please include your name, your organization name, contact information (such as a phone number and/or e-mail address) as well as the URL of your site, a list of any URLs from which you intend to link to our Web site, and a list of the URL(s) on our site to which you would like to link. Allow 2-3 weeks for a response.

Approved organizations may hyperlink to our Web site as follows:

1. By use of our corporate name; or
2. By use of the uniform resource locator (Web address) being linked to; or
3. By use of any other description of our Web site or material being linked to that makes sense within the context and format of content on the linking party's site.
4. No use of ZenHeal Wellness Private Limited's logo or other artwork will be allowed for linking absent a trademark license agreement.
5. Iframes Without prior approval and express written permission, you may not create frames around our Web pages or use other techniques that alter in any way the visual presentation or appearance of our Web site.

Reservation of Rights

We reserve the right at any time and in its sole discretion to request that you remove all links or any particular link to our Website. You agree to immediately remove all links to our Web site upon such request. We also reserve the right to amend these terms and conditions and its linking policy at any time. By continuing to link to our Website, you agree to be bound to and abide by these linking terms and conditions.

Removal of links from our website

If you find any link on our Web site or any linked web site objectionable for any reason, you may contact us about this. We will consider requests to remove links but will have no obligation to do so or to respond directly to you.Whilst we endeavour to ensure that the information on this website is correct, we do not warrant its completeness or accuracy; nor do we commit to ensuring that the website remains available or that the material on the website is kept up to date.

Content Liability

We shall have no responsibility or liability for any content appearing on your Web site. You agree to indemnify and defend us against all claims arising out of or based upon your Website. No link(s) may appear on any page on your Website or within any context containing content or materials that may be interpreted as libelous, obscene or criminal, or which infringes, otherwise violates, or advocates the infringement or other violation of, any third party rights.

Disclaimer

To the maximum extent permitted by applicable law, we exclude all representations, warranties and conditions relating to our website and the use of this website (including, without limitation, any warranties implied by law in respect of satisfactory quality, fitness for purpose and/or the use of reasonable care and skill). Nothing in this disclaimer will: limit or exclude our or your liability for death or personal injury resulting from negligence; limit or exclude our or your liability for fraud or fraudulent misrepresentation; limit any of our or your liabilities in any way that is not permitted under applicable law; or exclude any of our or your liabilities that may not be excluded under applicable law. The limitations and exclusions of liability set out in this Section and elsewhere in this disclaimer: (a) are subject to the preceding paragraph; and (b) govern all liabilities arising under the disclaimer or in relation to the subject matter of this disclaimer, including liabilities arising in contract, in tort (including negligence) and for breach of statutory duty. To the extent that the website and the information and services on the website are provided free of charge, we will not be liable for any loss or damage of any nature.

Indemnity

Delivery and shipping policy-We don't have any products to deliver. It is only a service model. The diagnosis/advice/recommendations or any other suggestions given by the doctor/service provider will be independent of ZenHeal Wellness Private Limited and the company shall have no liability regarding the same. The reports shared by the patients are at the sole discretion of the patient to share a particular report or entire summary saved in the account. The service providers on the platform are not bound to confirm the appointment without giving any advance notice. In such cases, the payment will be refunded within 30 days of communication The appointment can be rescheduled only once in extreme cases. No fee/ charges are refunded. Any refund will be the sole discretion of the company.

Payment Gateway and Refunds

Third party payment gateway Razor Pay is used to process transactions. The Company is not liable for any failed transaction. In the event of a failed transaction, the amount (if debited from a User account) will be refunded to the User's account as per the payment gateway's refund policy.

Cancellation and return

Consultations, diagnostics tests booking

1. Patient/caregiver can request cancellation and refund for consultation with any complementary therapy (including anti-cancer diet, Ayurveda, Medical cannabis, mind and body wellness etc.) doctors and experts till 1 hour before the appointment.
2. Video consultation can be cancelled till 3 hours before the appointment.
3. Diagnostic/lab tests can be cancelled anytime till the sample is collected. You can refuse sample pick up at the collection location and refund will be processed as per the policy.

Medicines and Supplements

1. Return and refund is applicable when one of the below situations arises
   1. Wrong product(s) delivered
   2. Product(s) delivered are past expiry date
   3. Damage product(s) delivered (including those damaged in transit)
   4. Patient expired before medicine reaches, and the caregiver rejects the courier delivery subsequently
2. All medicines are non-returnable and non-refundable if it doesn’t meet one of the above criteria
3. In the aforesaid unlikely situation, if there is something wrong with your order, our team would be happy to assist and resolve your concern. You may reach out to us and raise a return request with our team within 7 days of delivery of medicines and supplements.

Refund

1. Please note that the refund amount mentioned at the time of cancellation or return is an estimate and will be finalized on verification.
2. For diagnostic tests, Rs. 500 will be deducted, if cancelled on day of sample collection.
3. Patient/caregiver is eligible for full refund in case of consultation or doctor, if cancelled before the given time.
4. For medicines and supplements, refund will be processed within 2 business days of return of medicines and supplements.
5. Refund is not applicable in below cases.
   1. Medicines and supplement bottles are opened
   2. Medicines and supplements are returned after 7 days of delivery
6. For any further refund related information, you may reach out at [email protected]

ZenOnco Partner Platform

These Terms also apply to the ZenOnco Partner mobile application and related Partner services (the “Partner Platform”) used by licensed medical practitioners, authorised care coordinators and staff, and approved Freelancer PRO or other programme participants. The Partner Platform is operated in connection with ZenOnco.io and ZenHeal Cancer Hospital. By creating an account or using the Partner Platform, you accept these Terms and the Privacy Policy. The Partner Platform is not intended for use directly by patients as a substitute for professional medical care. You must be at least 18 years old and capable of entering into a binding contract under Indian law.

Access may require mobile-number OTP verification. You agree to provide accurate account information, keep OTPs and devices secure, notify us of suspected unauthorised access, and use only accounts you are authorised to use. We may restrict duplicate, misleading, fraudulent, or unauthorised accounts.

Partner referrals and professional independence

The Partner Platform allows authorised users to connect patients with ZenHeal services and receive permitted care-journey updates. Before submitting patient information, you must have a lawful professional relationship or other valid authority, provide appropriate notice and obtain consent where required, share only information reasonably necessary for care coordination, and verify that contact details are accurate. Submission does not guarantee admission, treatment, clinical outcome, financial assistance, or availability of any service. Clinical acceptance, urgency, treatment, and discharge decisions remain with the responsible healthcare professionals and facilities.

Nothing on the Partner Platform directs or replaces your independent professional judgment. You remain responsible for acting in the patient’s best interests, complying with professional codes and applicable law, making appropriate disclosures, avoiding conflicts of interest and improper inducements, and selecting care options based on appropriate clinical considerations. You must not make false promises about treatment, outcomes, pricing, financial support, hospital affiliation, or programme benefits.

Partner clinical decision-support features

Report Review, Oral Screening, educational material, alerts, summaries, and related features may use automated or artificial-intelligence systems. These features provide assistive information for qualified professionals; they are not a diagnosis, prescription, treatment plan, medical-device determination, or substitute for examination and clinical judgment. Outputs may be incomplete or inaccurate and must be checked against original records. Do not delay urgent care or make a medical decision solely because of an output from the Partner Platform.

Karma Points

Karma Points, including Own Karma, Network Karma, and Total Karma, are programme recognition units reflecting participation and contribution toward improving access to cancer care. Karma Points have no monetary or redemption value and are non-transferable. They may consider programme participation, connections to care, care-journey milestones, continuity of support, and aggregate network activity. Scores are indicative and may be corrected, recalculated, paused, or discontinued as the programme and methodology evolve. Karma Points do not create a contractual entitlement to a benefit unless a separate written programme expressly provides one. Rankings and impact displays are informational and may be delayed or affected by data availability.

Freelancer PRO and other programmes

Separate onboarding or network-development programmes may be offered to eligible users. Where the app displays a Freelancer PRO wallet or balance in Indian Rupees, eligibility is governed by the applicable written programme rules. Requirements may include onboarding and verification, identity / location / photograph / face-comparison or evidence checks, activity limits, anti-duplication controls, and PAN, bank-account, tax, and payout checks. Credits may be pending, reversed, withheld, suspended, or rejected where eligibility is not met, evidence is insufficient, misuse is suspected, or law requires it. You are responsible for taxes and reporting obligations applicable to amounts you receive. Programme rules and rates may change prospectively. Karma Points and monetary programme balances are separate.

Partner KYC and payouts

Eligible users requesting withdrawal may need to provide PAN, account-holder name, bank-account details, IFSC, and supporting documents. Payouts may be processed by a third-party provider and are subject to verification, minimum thresholds, withholding or TDS, bank availability, and provider rules. We do not guarantee payout timing where processing depends on third parties, banking networks, compliance review, or information supplied by you.

Partner acceptable use

You must not:

• Submit fabricated, duplicate, misleading, or unauthorised referrals, profiles, evidence, or claims.
• Impersonate another person or misrepresent credentials, employment, or affiliation.
• Reuse photographs or ask another person to complete a required verification.
• Harass patients, staff, clinicians, or other users, or upload malware or attempt unauthorised access.
• Use patient or user data for unauthorised marketing, discrimination, profiling, or resale.
• Abuse calls, notifications, support channels, incentives, rankings, or invite codes.

We may restrict, suspend, or terminate Partner access where we reasonably believe these Terms or programme rules have been breached, an account presents security, fraud, patient-safety, legal, or reputational risk, required verification has not been completed, or continued access is prohibited by law. Account closure does not require deletion of records that must be retained for care, audit, fraud prevention, payment, legal, or regulatory purposes.

By registering on the Partner Platform, you agree to receive transactional communications needed to operate the service, including OTPs, referral updates, care-journey alerts, consultation notices, programme updates, security messages, and support communications. Certain operational or legal notices cannot be opted out of while your account remains active.

Contact Information

If you have any queries regarding any of our terms, please contact us at [email protected]. For Partner account, programme, privacy, or grievance support you may also contact Grievance Officer Mr. Kishan Shah at [email protected], phone +91 99307 09000, address B-601, Lata CHS Ltd, Kulupwadi Road, Near SGNP, Borivali East, Mumbai, Maharashtra 400066, India.