Terms of Service

Eligibility

To register as a doctor on RxHQ, you must:

• Be a registered medical practitioner in India, holding a valid degree recognised by the National Medical Commission (NMC) or the relevant State Medical Council
• Be legally authorised to practice medicine in India at the time of registration and throughout your use of the platform
• Be at least 18 years of age
• Have a valid WhatsApp Business Account (WABA) registered to your clinic or practice

By registering, you represent and warrant that you meet these requirements. If your registration lapses or is suspended by a medical council, you must notify us at hello@rxhq.in and cease using the platform immediately.

Account Registration and Responsibilities

You are responsible for maintaining the confidentiality of your login credentials and for all activity that occurs under your account. Specifically, you agree to:

• Provide accurate and complete information during registration and keep it up to date
• Notify us immediately if you suspect unauthorised access to your account
• Not share your account credentials with anyone
• Ensure that anyone operating RxHQ on your behalf (e.g. a clinic receptionist) does so under your supervision and in compliance with these Terms

One account corresponds to one WhatsApp Business number. If you operate multiple clinic locations with separate WhatsApp numbers, each requires a separate RxHQ account.

Acceptable Use

RxHQ is a practice management tool. You agree to use it only for its intended purpose: managing patient appointments, communications, and practice operations for your registered clinic. You must not:

• Use RxHQ to send unsolicited commercial messages, spam, or bulk promotions unrelated to patient care
• Connect a WhatsApp Business number you do not own or are not authorised to use
• Use RxHQ to facilitate illegal medical practices, unregistered clinical activity, or any practice that violates NMC guidelines
• Attempt to reverse engineer, copy, or resell any part of the RxHQ platform
• Misrepresent the AI receptionist as a human or a medical professional to patients
• Use patient data obtained via RxHQ for any purpose beyond the patient's clinical care and appointment management

Billing and the ₹50 Booking Fee Model

Free for doctors

RxHQ is free for doctors during the current phase of the product. There is no subscription fee, setup fee, or per-message charge payable by you.

Patient convenience fee

Patients pay a convenience fee of ₹50 per appointment booking at the time of booking. This fee is inclusive of GST and is collected via Razorpay on behalf of the clinic. The fee compensates for platform infrastructure and payment processing costs.

Payouts to doctors

The exact payout split between RxHQ and the doctor will be communicated separately and may be updated from time to time with 30 days' notice. Current payout terms for early-access doctors are confirmed in writing at onboarding.

GST invoices

GST-compliant invoices or receipts are issued automatically to patients for each booking. Doctors will receive periodic settlement statements as applicable.

Fee changes

We reserve the right to change the patient convenience fee or introduce a doctor subscription in the future. We will give registered doctors at least 30 days' written notice (via WhatsApp) before any fee changes take effect. Doctors who do not agree with a fee change may close their account during the notice period without penalty.

Refund Policy

The ₹50 patient booking fee is handled as follows:

Refund disputes should be raised with us at hello@rxhq.in. We will respond within 3 business days.

Your Responsibility for Patient Communications

RxHQ provides a technology platform. It is not a medical service. All patient communications conducted through your RxHQ-powered WhatsApp number are sent on your behalf and are your responsibility as the registered doctor and clinic owner.

• You are responsible for the accuracy of any clinical or practice information you configure in the system (e.g. consultation hours, services offered, fees)
• If a patient requires medical attention beyond the scope of appointment scheduling, you and your staff must handle it directly — the AI cannot and will not provide medical guidance
• You should periodically review AI conversation transcripts to ensure the system is responding appropriately for your practice context
• You are responsible for obtaining any consents from patients required under Indian medical ethics guidelines for AI-assisted communication

NMC Compliance

You are solely responsible for ensuring your use of RxHQ complies with the National Medical Commission (NMC) guidelines, the Indian Medical Council (Professional Conduct, Etiquette and Ethics) Regulations, 2002, and any state-level medical council requirements applicable to your practice.

RxHQ has been designed with the following safeguards to assist compliance:

• The AI receptionist is programmed to never provide medical advice, diagnoses, or treatment recommendations of any kind
• The AI identifies itself as an automated assistant, not a doctor or human
• The AI will direct patients with clinical questions to contact the doctor directly

However, we make no warranty that the platform is certified as compliant with any specific NMC regulation. You bear the professional responsibility of determining that your use of any digital tool in your practice meets your regulatory obligations.

Data Ownership and Patient Relationships

As between you and RxHQ:

• You own your patient data. Patient names, contact details, appointment history, and conversation records belong to you as the Data Fiduciary under DPDPA 2023. RxHQ processes this data on your behalf as a Data Processor.
• RxHQ will not use your patient data for any purpose other than delivering services to you, as described in our Privacy Policy.
• We will not contact your patients for marketing, upselling, or any purpose unrelated to the services you have contracted for.
• You may export your patient data at any time via the data export feature in your account.

For full details of how patient data is handled, please see our Privacy Policy.

WhatsApp Business Policy Compliance

RxHQ operates by sending messages through your WhatsApp Business Account (WABA) via the WhatsApp Business API. As the account holder, you agree to:

• Maintain your WABA in compliance with Meta's WhatsApp Business Policy at all times
• Only message patients who have initiated a conversation with your clinic or have otherwise opted in to receive messages from you
• Honour patient opt-out requests promptly (RxHQ handles STOP requests automatically)
• Not use RxHQ to send message categories that WhatsApp prohibits, including illegal content, misinformation, or prohibited healthcare advertising

RxHQ is not responsible for suspensions or restrictions applied to your WABA by Meta. If your WABA is suspended, your RxHQ service will be interrupted. We will assist where possible but cannot guarantee reinstatement.

Termination and Data Export

Cancellation by you

You may close your RxHQ account at any time by emailing hello@rxhq.in. There is no cancellation fee. Upon account closure:

• Your RxHQ-powered AI receptionist will stop responding to patient messages immediately
• A data export of your patient records will be made available to you for 30 days from the date of cancellation
• After 30 days, your data will be deleted in accordance with our Privacy Policy

Termination by RxHQ

We reserve the right to suspend or terminate your account if you:

• Violate these Terms or our acceptable use policy
• Engage in fraudulent activity or misuse the platform in a way that harms patients
• Allow your WABA to be used in violation of Meta's policies in a way that puts the platform at risk

Where possible, we will give 7 days' notice before termination and an opportunity to remedy the breach. In cases of serious or repeated violation, we may terminate immediately.

Service Availability (Beta)

RxHQ is currently in beta. We operate on a best-effort basis and do not provide a formal uptime Service Level Agreement (SLA) during this period.

• We aim for high availability but cannot guarantee uninterrupted service
• Planned maintenance will be communicated via WhatsApp with reasonable advance notice where possible
• In the event of an outage, we will restore service as quickly as practicable and communicate status updates

We recommend that you maintain a manual fallback process (e.g. a direct phone number for urgent patient queries) during the beta period. See also Section 23 on beta disclaimers.

How Patients Use RxHQ

If you are a patient, you interact with RxHQ through WhatsApp — by messaging a clinic's WhatsApp Business number that is powered by RxHQ. You do not create an account with RxHQ directly.

When you send a message to a clinic's WhatsApp number powered by RxHQ:

• Your message is processed by an AI system to understand your request and reply on the clinic's behalf
• The AI handles appointment booking, rescheduling, cancellations, reminders, and general queries about the clinic's availability
• You are interacting with an automated system, not a human receptionist or doctor

By initiating a conversation, you consent to receiving automated WhatsApp messages from that clinic via RxHQ, including appointment confirmations, reminders, post-visit check-ins, and review requests. You may opt out at any time (see Section 17).

The ₹50 Booking Fee

When you book an appointment through RxHQ, you will be charged a convenience fee of ₹50 (inclusive of GST) at the time of booking. This fee covers platform and payment processing costs.

• Payment is processed securely by Razorpay — RxHQ does not store your card or bank details
• A receipt is sent to you automatically after payment
• The ₹50 fee is separate from any consultation fee charged by the doctor — the doctor's fees are collected directly by the clinic

Patient Refunds

Refunds of the ₹50 booking fee are processed as follows (see also Section 5 for the full refund table):

• Full refund if the doctor cancels your appointment
• Full refund if you cancel your appointment more than 2 hours before the scheduled time — cancel by replying CANCEL to the appointment confirmation message
• No refund if you cancel within 2 hours of the appointment or do not attend (no-show)

Approved refunds are processed via Razorpay and typically appear in your account within 5–7 business days, depending on your bank. For refund queries, email hello@rxhq.in.

Medical Disclaimer

RxHQ makes no representations about the medical competence, qualifications, or conduct of the doctors listed on the platform beyond the information provided by those doctors. You are responsible for independently verifying a doctor's credentials before seeking medical treatment.

Emergency Disclaimer

Opt-Out from Messages

You may stop receiving WhatsApp messages from a clinic's RxHQ-powered number at any time by replying STOP to any message you receive. Once you opt out:

• No further automated messages will be sent to your number by that clinic via RxHQ
• The opt-out takes effect immediately and is permanent until you re-engage
• Opting out does not automatically delete your existing data — to request data deletion, email hello@rxhq.in

For more information on your data rights as a patient, see our Privacy Policy.

Intellectual Property

As between RxHQ and its users:

• RxHQ owns the platform. All software, AI models, user interfaces, product designs, brand assets (including the RxHQ name and logo), and platform documentation are the intellectual property of RxHQ. You may not copy, reproduce, distribute, or create derivative works from any part of the platform without our written consent.
• Doctors own their patient data. Patient records, appointment history, and any other data you bring to or generate within RxHQ remain yours. You grant us a limited, non-exclusive licence to process that data solely to provide the services described in these Terms.
• Feedback. If you provide us with suggestions, feedback, or feature ideas, you grant us a perpetual, royalty-free right to use that feedback to improve the product, without any obligation to credit or compensate you.

Limitation of Liability

To the maximum extent permitted by applicable Indian law:

• RxHQ's total liability to a doctor for any claim arising out of or related to these Terms — whether in contract, tort, or otherwise — is capped at the total fees paid by that doctor to RxHQ in the 3 months preceding the event giving rise to the claim. For doctors on the current free plan, this cap is ₹0, meaning our liability is limited to the remedies expressly provided in these Terms (e.g. account reinstatement, data recovery).
• RxHQ is not liable for any indirect, incidental, special, consequential, or punitive damages, including lost revenue, lost patients, reputational harm, or data loss, even if we have been advised of the possibility of such damages.
• RxHQ is not liable for interruptions to service caused by Meta/WhatsApp platform issues, Google API outages, third-party payment failures, or events outside our reasonable control (force majeure).
• RxHQ is not liable for any harm arising from a patient's reliance on AI-generated messages for medical decisions, given the clear disclaimers in Sections 15 and 16.

Nothing in these Terms excludes liability for death or personal injury caused by gross negligence, fraud, or any liability that cannot be excluded by law under the Consumer Protection Act, 2019 or other applicable Indian statute.

Indemnification

You agree to indemnify and hold harmless RxHQ, its proprietor, employees, and agents from any claims, damages, fines, or costs (including reasonable legal fees) arising from:

• Your violation of these Terms
• Your violation of applicable law, NMC guidelines, or WhatsApp Business Policy
• Any claim by a patient arising from your conduct, the clinical care you provided, or communications you configured in RxHQ
• Your use of RxHQ in a way that infringes a third party's rights

Dispute Resolution

Informal resolution first

Before initiating formal proceedings, you agree to contact us at hello@rxhq.in and give us 30 days to attempt to resolve the dispute informally.

Arbitration

If informal resolution fails, disputes shall be referred to arbitration under the Arbitration and Conciliation Act, 1996. The arbitration shall be conducted by a sole arbitrator agreed upon by both parties, or appointed in accordance with the Act if no agreement is reached. The seat of arbitration shall be Pune, Maharashtra. The language of arbitration shall be English.

Courts

For matters not subject to arbitration, or for urgent interim relief, the courts of Pune, Maharashtra shall have exclusive jurisdiction. These Terms are governed by the laws of India.

Changes to These Terms

We may update these Terms from time to time. When we make material changes — such as changes to fees, liability, or patient rights — we will:

• Update the "Last updated" date at the top of this page
• Notify registered doctors via WhatsApp at least 30 days before the changes take effect
• Provide a summary of what has changed

For non-material changes (e.g. clarifications, spelling corrections), we may update without notice. Your continued use of RxHQ after the effective date of revised Terms constitutes your acceptance. If you do not agree, you may close your account before the effective date without penalty.

Beta Product Disclaimer

Specifically, during the beta phase:

• We do not provide a formal uptime guarantee or SLA
• Features described on the website or in onboarding materials may change before general availability
• Pricing, payout terms, and the fee model are subject to change with 30 days' notice
• We may introduce, modify, or remove integrations (e.g. Google Calendar, Razorpay) to improve the product

We will communicate significant changes through WhatsApp and update these Terms accordingly.

Contact

For questions about these Terms, billing disputes, data requests, or any other matter: