Terms of Service

AL SHIFA MEDICAL SOLUTIONS LLP is a healthcare and medical-services organisation operating under the Al Shifa Health brand and through various trade names, DBAs, divisions, healthcare facilities and business operations.

Our operations may include, among other activities:

• Medical consultation
• Primary and general healthcare
• Pharmacy and pharmaceutical retail
• Laboratory and diagnostic services
• Dental healthcare
• Day-care healthcare services
• Nursing and patient-care services
• Preventive healthcare
• Health-related products and services
• Other healthcare, medical and related services

The specific services available at a particular location or under a particular trade name may vary. Not every service, product or facility is available at every Al Shifa location.

2.1 General Information

Information published on alshifahealth.com and associated digital platforms is provided primarily for general informational and service-related purposes. Website content does not constitute:

• Medical diagnosis
• Medical advice
• A prescription
• A treatment recommendation
• A substitute for consultation with a qualified healthcare professional

Patients should obtain appropriate professional medical advice regarding their individual circumstances.

2.2 Clinical Decisions

Healthcare professionals determine appropriate treatment based on the individual patient's circumstances, which may include medical history, symptoms, clinical examination, diagnostic results, existing medications, relevant health conditions and other clinically relevant information.

The description or availability of a service on our website does not mean that the service is suitable for every individual.

2.3 Medical Outcomes

Healthcare outcomes vary from patient to patient. We do not guarantee any particular diagnosis, treatment result, recovery period, medical outcome, laboratory result or response to treatment. Nothing on the website should be interpreted as a guarantee of a particular medical result.

Our website, email, online forms and other digital communication channels are not emergency medical services.

If you are experiencing a serious or potentially life-threatening medical emergency, seek immediate emergency medical assistance or attend an appropriate emergency medical facility.

Do not rely on online communication with Al Shifa for emergency medical assistance.

Appointments, consultations and tokens may be subject to availability. Submitting an online appointment or token request does not necessarily constitute confirmation. An appointment may only be considered confirmed once confirmation has been provided through the applicable communication channel.

Appointment times may change due to:

• Doctor availability
• Emergency cases
• Clinical requirements
• Delays involving previous patients
• Operational requirements
• Technical issues
• Unforeseen circumstances

We may reschedule or modify appointments where reasonably necessary. Patients are responsible for providing accurate registration and contact information.

Pharmacy services provided under trade names including Al Shifa Pharmacy are subject to applicable laws, regulations and prescription requirements. Where a prescription is legally required, medicines will be dispensed in accordance with applicable requirements.

Medicine availability is subject to stock availability. We may decline to dispense a product or seek clarification from the prescribing healthcare professional where required for legal, regulatory, clinical or safety reasons.

Patients should follow the directions provided by their healthcare professional and the medicine packaging or label, and should inform relevant healthcare personnel of known allergies, medical conditions, current medicines and previous adverse reactions where relevant.

Laboratory and diagnostic services provided under trade names including Al Shifa Diagnostics are subject to availability and applicable clinical, technical and regulatory requirements.

Certain investigations may require:

• A doctor's prescription or recommendation
• Fasting
• Specific preparation
• Appropriate sample collection
• Additional clinical information

Certain tests may be performed by or referred to external laboratories or diagnostic facilities where appropriate. Test turnaround times are estimates unless expressly stated otherwise and may vary because of operational, technical, clinical or other circumstances.

Laboratory results should be interpreted by an appropriately qualified healthcare professional in the context of the patient's clinical circumstances.

Dental services provided under trade names including Al Shifa Dental Clinic are subject to professional assessment, clinical suitability, availability and applicable regulations.

The treatment recommended for a patient will depend on the patient's individual clinical condition, and treatment outcomes may vary between individuals.

Information presented on our website about dental procedures is general information and should not be interpreted as a diagnosis or personalised treatment recommendation.

Day-care services and facilities provided by relevant Al Shifa healthcare establishments are subject to:

• Clinical assessment
• Medical suitability
• Bed availability
• Availability of healthcare personnel
• Applicable policies and regulations

Admission to a day-care facility does not guarantee a particular duration of stay or medical outcome.

Where a patient's condition requires facilities, specialist care, equipment or treatment that is not available at the relevant Al Shifa facility, the treating healthcare professional may recommend referral or transfer to another healthcare facility.

Charges may apply for medical consultations, dental consultations and procedures, laboratory investigations, diagnostic services, medicines, day-care services, procedures, consumables and other healthcare products and services.

Charges may differ between facilities, services and trade names. All prices displayed on our website or communicated by us are in Indian Rupees (INR) unless otherwise stated. Where applicable, GST and other statutory taxes may be charged in accordance with applicable law.

The final amount payable may depend on the actual services, medicines, investigations, procedures and consumables provided. Prices may change from time to time.

Payments may be made through payment methods made available by us, including cash, UPI, debit or credit cards, online payment methods and other payment methods offered by the relevant Al Shifa business or facility.

Certain services may require payment in advance, a deposit or partial payment. Where an advance or deposit is collected, the applicable service-specific cancellation and refund terms will apply.

Customers should retain invoices and payment receipts issued by us.

Refund and cancellation rights depend on the nature and status of the particular product or service.

11.1 Medical and Dental Consultations

Where an appointment has been booked but the consultation has not occurred, cancellation or refund of an advance booking amount may be considered according to the applicable booking terms. Once a consultation has been provided, the consultation fee will generally not be refundable solely because the patient is dissatisfied with the medical opinion or outcome, subject to applicable law.

11.2 Laboratory and Diagnostic Services

Where sample collection, testing or processing has commenced, cancellation or refund may not be possible where costs have already been incurred. Where testing has not commenced, any applicable refund will be determined according to the relevant service policy.

11.3 Pharmacy Products

Returns, replacements and refunds for medicines and pharmacy products will be handled in accordance with applicable law and the applicable pharmacy policy. Certain medicines and healthcare products may not be eligible for return or replacement after dispensing, supply, opening or use where such restriction is permitted or required by applicable law. Incorrect, damaged or defective products should be reported promptly.

11.4 Day-Care Services

Refunds relating to day-care services, deposits, procedures or advance payments may depend on whether services, medicines, investigations, consumables, facilities or other resources have already been utilised or committed. Refunds will be processed in accordance with the applicable policy and applicable law.

We may collect information necessary to provide our services and operate our business. Depending on the service, this may include:

• Name
• Age / date of birth
• Contact details
• Address
• Appointment information
• Medical history
• Symptoms
• Diagnostic information
• Prescription information
• Billing information
• Payment information
• Other information necessary for providing the requested service

Users are responsible for providing information that is accurate and complete to the best of their knowledge.

We recognise the importance of protecting personal and health-related information.

Information collected through alshifahealth.com, associated websites, forms, applications and services may be used for legitimate purposes including patient registration, appointment management, healthcare delivery, medical record management, pharmacy services, laboratory and diagnostic services, dental services, billing and payments, customer communications, regulatory compliance, legal obligations and service improvement.

Personal information will be handled in accordance with applicable law and our Privacy Policy.

Patient and health information will be handled with appropriate confidentiality in accordance with applicable law and professional obligations.

Information may be disclosed where:

• Required by law
• Required by a competent authority
• Necessary for providing healthcare
• Necessary for patient safety
• Necessary to protect another person
• Required for legal or regulatory purposes
• Required for legitimate billing or administrative purposes
• Authorised by the patient or legally authorised representative
• Otherwise permitted by applicable law

We make reasonable efforts to maintain accurate information on our website. However, information may change from time to time, including services, prices, operating hours, healthcare professionals, facilities, product availability, appointment availability and service descriptions.

We do not guarantee that all website information will always be complete, current or error-free. We may update, modify or remove website content without prior notice.

Our websites and digital platforms may contain or use third-party services, including payment providers, maps, communication platforms, appointment systems, external laboratories, other healthcare providers and other third-party websites and services.

Third-party services may operate under their own terms and privacy policies. We are not responsible for the content, availability, security or privacy practices of third-party services to the extent permitted by applicable law.

We may communicate with patients and customers through telephone, email, SMS, WhatsApp, online forms and other digital communication channels.

Digital communication may be subject to delays, technical failures, network interruptions or service-provider issues, and must not be relied upon for emergency medical assistance.

Unless otherwise stated, all intellectual property appearing on our websites and digital platforms — including Al Shifa Health branding, trade names, logos, text, graphics, images, videos, website design, software, layouts and other materials — is owned by or licensed to AL SHIFA MEDICAL SOLUTIONS LLP or the relevant rights holder.

No part of the website may be reproduced, modified, distributed, republished or commercially exploited without appropriate permission, except where permitted by applicable law.

Users must not use our websites or digital services to:

• Submit deliberately false information
• Impersonate another person
• Attempt unauthorised access
• Introduce malicious software
• Interfere with website operations
• Abuse appointment or enquiry systems
• Conduct fraudulent activities
• Systematically extract website content without permission
• Use the website for unlawful purposes

We may restrict or terminate access to online services where misuse is identified.

We aim to maintain reliable access to our websites and digital platforms but cannot guarantee uninterrupted availability.

Temporary interruptions may occur because of maintenance, updates, technical failures, hosting issues, internet failures, telecommunications failures, cybersecurity incidents, power failures or events outside our reasonable control.

To the maximum extent permitted by applicable law, we shall not be responsible for losses arising solely from:

• Temporary website unavailability
• Technical interruptions
• Incorrect information supplied by a user
• Reliance on general website information without obtaining appropriate professional advice
• Third-party websites or services
• Circumstances beyond our reasonable control

Nothing in these Terms excludes or limits liability that cannot legally be excluded or limited. Nothing in these Terms is intended to remove or reduce any statutory rights or remedies available to patients or consumers under applicable Indian law.

Healthcare services may be provided to minors in accordance with applicable law and relevant clinical policies.

A parent, guardian or legally authorised representative may be required to provide consent, information or documentation where applicable.

AL SHIFA MEDICAL SOLUTIONS LLP operates its relevant businesses and healthcare services subject to applicable laws, regulations, professional requirements and regulatory standards in India and Keralam.

Our policies, facilities and services may be modified where necessary to comply with changes in applicable legislation, regulations, government directions or professional requirements.

Patients and customers are encouraged to contact the relevant Al Shifa facility or our designated contact channel regarding complaints, concerns or service issues.

We will make reasonable efforts to review and address complaints in accordance with applicable policies and requirements.

Nothing in these Terms prevents a person from exercising a statutory right or approaching a competent regulatory, government, consumer or other authority where legally entitled to do so.

We may modify these Terms from time to time to reflect changes in our businesses, services, website functionality, business policies, applicable laws or regulatory requirements.

The latest version will be published on the website with the applicable "Last Updated" date.

These Terms shall be governed by and interpreted in accordance with the laws applicable in the Republic of India.

Subject to applicable statutory rights, disputes relating to these Terms or use of our websites and services shall be subject to the jurisdiction of the competent courts and authorities having jurisdiction over the relevant operations of AL SHIFA MEDICAL SOLUTIONS LLP.

Nothing in these Terms prevents a patient or consumer from exercising any mandatory statutory right or remedy available under applicable law.

If any provision of these Terms is determined to be invalid, unlawful or unenforceable, that provision shall be interpreted or modified to the extent necessary to make it enforceable where legally permissible.

The remaining provisions shall continue in effect.

These Terms, together with our Privacy Policy and any applicable service-specific policies, consent forms, invoices, booking terms or other applicable documents, govern the use of our websites and services.

Where a specific service has additional terms, those terms will apply to that service to the extent of any inconsistency.