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Terms of Service and Terms of Use

Last updated: 18 September 2026

Welcome to healthcare nt sickcare. These Terms of Service govern access to and use of healthcarentsickcare.com and our diagnostic laboratory booking, specimen-collection, payment, processing-coordination, customer-support and digital-reporting services.

By placing an order, requesting an appointment, submitting a specimen or using a service, you confirm that you have had an opportunity to review these Terms and the policies incorporated below. Mere browsing does not by itself constitute consent to optional personal-data processing or promotional communication.

These Terms are intended to operate consistently with the Indian Contract Act, 1872, Consumer Protection Act, 2019, Consumer Protection (E-Commerce) Rules, 2020, Information Technology Act, 2000, Digital Personal Data Protection Act, 2023, Digital Personal Data Protection Rules, 2025 as brought into force from time to time, and other applicable Indian laws.

1. Policies Incorporated into These Terms

The following policies form part of these Terms:

If a specific policy governs a particular issue, that policy applies together with these Terms. A mandatory provision of Indian law prevails over any inconsistent contractual provision.

2. Business Identification

  • Legal entity name: healthcare nt sickcare
  • Business constitution: Partnership firm
  • Partners: Vivek Narayanankutty Nair, Rachana Vivek Nair and Nivedita Arvind Karanjkar
  • PAN: AAKFH0257Q
  • Udyog Aadhaar Number: MH26D0249236
  • Shop and Establishment Registration Number: 1731000310989039
  • Principal place of business: Office No. 2A, 1st Floor, Omkar Complex, New DP Road, Aundh, Pune, Maharashtra 411007, India
  • Support email: support@healthcarentsickcare.com
  • Telephone: +91 9766060629

healthcare nt sickcare represents that it operates an ISO 9001:2015-certified quality-management framework. Any certification or accreditation claim must be read according to the entity, location, scope and validity stated in the relevant certificate. See our Legal Notice for complete disclosures.

2.1 GST Status

Eligible medical diagnostic and healthcare services are treated according to applicable GST exemptions. GST is not presently charged on eligible exempt medical services, and no GSTIN is displayed because GST registration is not presently applicable to those exempt activities.

2.1.1 Taxable Ancillary Supplies

If healthcare nt sickcare later supplies a taxable non-medical or ancillary product or service, its GST treatment will be determined separately under the law then in force.

2.1.1.1 Price Disclosure

Any applicable tax, fee or collection charge will be disclosed before the customer completes payment.

2.1.1.1.1 Invoice Clarification

The absence of a GSTIN does not remove the obligation to provide an appropriate receipt, invoice or payment confirmation.

3. Nature of Services

healthcare nt sickcare provides or facilitates medical laboratory and diagnostic services. Services may include:

  • individual laboratory tests and investigations;
  • test profiles and preventive health checkup packages;
  • doctor-prescribed diagnostic tests;
  • wellness-related screening tests;
  • health cards and bundled diagnostic services;
  • walk-in specimen collection;
  • home blood and other permitted specimen collection;
  • coordination with partner or referral laboratories; and
  • digital delivery of laboratory reports.

3.1 No Sale of Ordinary Physical Goods

Unless a listing expressly states otherwise, healthcare nt sickcare does not sell or ship physical consumer goods. Needles, tubes, swabs, containers and laboratory consumables form part of the diagnostic service and are not returnable products.

3.2 Role of Partner Laboratories

Depending on the test, location and technical requirements, a specimen may be processed by healthcare nt sickcare or an appropriately equipped partner or referral laboratory.

  • The processing laboratory should be identified on the report or related documentation.
  • The processing laboratory is responsible for analytical examination and authorisation of its report.
  • healthcare nt sickcare remains responsible for obligations directly imposed upon it by applicable law.
  • An accreditation held by a partner laboratory does not automatically constitute accreditation of healthcare nt sickcare.

4. No Medical Advice or Emergency Service

Website content, test descriptions, health packages, reference ranges and laboratory reports do not constitute:

  • a medical consultation;
  • a final clinical diagnosis;
  • treatment advice;
  • a medical prescription;
  • continuous patient monitoring; or
  • emergency medical care.

Laboratory results must be interpreted by a qualified medical practitioner in the context of symptoms, history, medicines, examination findings and other investigations. Review our No Medical Advice notice and Diagnostic Information Disclaimer.

4.1 Emergencies

Do not use the website, email, WhatsApp or customer-support channels for emergency diagnosis or treatment. In a medical emergency, contact the appropriate emergency service or proceed to the nearest suitable hospital.

5. Eligibility and Authority to Book

5.1 Adult Customers

A person placing an order must be at least 18 years old, legally capable of entering into a contract and authorised to use the selected payment method.

5.2 Bookings for Another Person

A customer booking for another person confirms that the customer:

  • has that person’s permission or another lawful authority;
  • may provide the required personal and health information;
  • may receive service communications where authorised; and
  • will protect laboratory reports and access credentials from unauthorised disclosure.

5.3 Minors and Dependent Patients

A parent or lawful guardian must make or authorise a booking for a minor or another person who cannot independently provide valid consent. Additional consent, identity verification or prescription documentation may be required for particular investigations.

6. Booking Channels and Contract Formation

Bookings may be requested through:

6.1 Booking Confirmation

An order submitted through the website is an offer to purchase the selected service. A binding booking is formed when healthcare nt sickcare accepts the order through payment confirmation, appointment confirmation or commencement of service.

6.2 Right to Refuse or Verify a Booking

Before accepting or performing a booking, healthcare nt sickcare may:

  • verify patient, booking and payment information;
  • request a prescription, consent or identification document;
  • confirm serviceability and appointment availability;
  • correct an obvious pricing or technical error;
  • decline an unlawful, unsafe, fraudulent or clinically unsuitable request; or
  • propose an alternative test, time or processing laboratory.

A material substitution will not be made without informing the customer.

7. Service Types

7.1 Walk-In Collection

Walk-in specimen collection is subject to operating hours, staff availability, test requirements, preparation conditions and processing-laboratory schedules.

7.2 Home Sample Collection

Home sample collection is subject to serviceability, appointment availability, specimen stability, safe access and the minimum order value or collection fee disclosed during booking. The currently stated threshold is a booking value above ₹1,001 unless a different charge, threshold or promotion is displayed at checkout or confirmed before booking.

Review our home laboratory test booking guide.

8. Prices, Offers and Billing

Prices, package inclusions and applicable fees will ordinarily be displayed or communicated before payment.

8.1 Promotions and Discounts

Discounts may be subject to:

  • eligibility requirements;
  • minimum booking values;
  • geographic restrictions;
  • validity periods;
  • usage limits;
  • excluded tests or packages; and
  • other material conditions displayed with the offer.

8.2 Obvious Errors

healthcare nt sickcare may correct an obvious pricing, package or technical error. If the correction materially changes the order, the customer will be informed and allowed to cancel the affected service before performance begins.

8.3 Invoices and Receipts

Invoices or payment receipts will identify the supplied or facilitated service and any applicable charges. Customers should review payment and booking details promptly and report an error through our official contact page.

9. Payments and Payment Security

  • UPI payments may be accepted through Federal Bank arrangements, authorised payment links or QR codes.
  • Cards, wallets and UPI may be processed through Razorpay India.
  • healthcare nt sickcare does not ordinarily store complete card, banking or UPI authentication credentials.
  • Actual settlement and refund-credit timelines may depend on the payment provider and customer’s bank.

9.1 Prohibited Payment Conduct

Customers must not use unauthorised payment instruments, submit false payment information, misuse promotional codes, initiate knowingly false chargebacks or attempt to bypass payment-security controls.

10. Cancellation, Rescheduling and Subscriptions

10.1 Twenty-Four-Hour Cancellation Rule

An eligible customer may request cancellation within 24 hours of placing an order, provided the order remains unfulfilled and specimen collection, sample acceptance, pre-processing or laboratory processing has not begun.

10.1.1 Earlier Operational Cut-Off

If collection or processing begins within the 24-hour period, standard cancellation eligibility ends at that earlier operational stage.

10.1.1.1 Late Requests

A request made after the 24-hour window but before specimen collection may be considered manually. Manual consideration does not create an automatic right to cancellation.

10.1.1.1.1 Consumer-Law Protection

The end of the voluntary cancellation window does not remove a mandatory remedy for an unprovided, incorrectly charged, materially deficient or unlawfully supplied service.

10.2 Home Collection Cancellation Charge

An otherwise eligible home-collection cancellation made less than 12 hours before the scheduled appointment may attract a ₹250 cancellation charge. No such charge ordinarily applies when an eligible request is made more than 12 hours before the appointment.

10.3 Subscription and Health-Card Services

Cancellation of an expressly offered recurring plan affects eligible future and unused benefits. It does not reverse a diagnostic service already collected, processed or reported. No recurring charge will be made unless its amount, frequency and cancellation method were clearly disclosed and appropriately authorised.

Complete rules are available in our Cancellation and Subscription Policy.

11. Refunds and Service Remedies

Refund eligibility depends on the stage of service delivery and the reason for the request.

  • An approved cancellation before collection may qualify for a refund, less any properly disclosed and legally permissible charge.
  • After collection, a request may be assessed according to specimen handling, resources used and the applicable Refund Policy.
  • No voluntary refund is ordinarily available after processing or report generation.
  • A duplicate charge, unprovided service, provider cancellation or materially deficient service may qualify for an appropriate remedy.

Review our Return and Refund Policy.

12. Test Preparation and Customer Responsibilities

Customers must:

  • provide accurate patient, demographic, contact and medical information;
  • select the correct test or obtain professional advice where uncertain;
  • follow fasting, timing, medication and preparation instructions;
  • provide required prescriptions, consent and identification;
  • disclose allergies, bleeding disorders, fainting history and relevant conditions;
  • remain available at the confirmed home-collection address;
  • protect account credentials and report-access links; and
  • review laboratory results with a qualified medical practitioner.

Review the Test Preparation Guides before collection.

13. Sample Collection Risks

Blood collection and other specimen-collection procedures may involve temporary or uncommon effects such as pain, bruising, bleeding, swelling, dizziness, fainting, unsuccessful collection or infection at the collection site.

Patients should disclose any condition that may affect safe collection and should follow the collection professional’s aftercare instructions.

14. Specimen Acceptance, Rejection and Recollection

A specimen may be rejected or require recollection where it is:

  • insufficient in quantity;
  • collected in an unsuitable container;
  • incorrectly or incompletely labelled;
  • haemolysed;
  • clotted where clotting makes it unsuitable;
  • contaminated;
  • leaking or damaged;
  • transported outside the permitted stability period;
  • stored outside required conditions; or
  • otherwise unsuitable for reliable analysis.

14.1 Recollection Charges

Any recollection charge or corrective service will depend on the cause of rejection, the responsible party, resources already used and applicable consumer law.

15. Biological and Analytical Limitations

Laboratory results may be affected by specimen quality, biological variation, collection timing, diet, medication, exercise, acute illness, transport conditions, method limitations and interfering substances.

15.1 Repeat or Confirmatory Testing

A specimen may require repeat analysis, dilution, confirmation, reflex testing, recollection or referral to a specialised laboratory. These steps may extend the estimated turnaround time.

15.2 Reference Ranges

Reference ranges may vary by patient characteristics, analytical method, equipment and laboratory. A result outside a reference range does not independently confirm disease, and a result within range does not necessarily exclude a medical condition.

16. Reporting and Digital Delivery

  • Pre-processing may take approximately 4–6 hours from collection, depending on the service.
  • Reports are ordinarily expected within approximately 6 hours to 15 days, depending on the test.
  • Turnaround time generally begins when an acceptable specimen reaches the processing laboratory.
  • Reports may be delivered through registered email, secure WhatsApp, an access link or an authorised laboratory information system.
  • Reporting and notifications may be coordinated through Doray’s LIMS.

16.1 Estimated Timelines

Displayed turnaround times are estimates unless expressly guaranteed in writing. Delays may arise from recollection, repeat analysis, confirmatory testing, referral processing, test batching, equipment constraints, public holidays or events outside reasonable control.

16.2 Customer Contact Details

The customer must provide a secure and accurate email address and telephone number. Identity verification may be required before a report is resent or released through another channel.

17. Critical or Clinically Significant Results

Where a processing laboratory identifies a result meeting its critical-value notification criteria, reasonable efforts may be made to contact the patient, booking customer, referring practitioner or authorised emergency contact.

Critical-value communication is not emergency monitoring and does not replace the customer’s responsibility to obtain prompt medical advice.

18. Privacy and Personal Data

Personal data may be processed for booking, identification, collection, testing, payment, report delivery, customer support, quality assurance, grievance handling and legal compliance.

18.1 Consent and Lawful Processing

Where consent is required, it will be sought through a clear affirmative action accompanied by the applicable notice. Necessary service, legal, accounting, fraud-prevention and grievance activities may also be processed on another basis permitted by applicable law.

18.2 Optional Communications

Consent to a diagnostic service does not automatically constitute consent to promotional marketing. Withdrawal of optional marketing consent will not prevent necessary booking, payment, preparation, safety, reporting or grievance communications.

18.3 Data Rights

Applicable rights and request procedures are explained in our Privacy Policy and Consent Withdrawal Procedure.

19. Lawful Data Sharing

healthcare nt sickcare does not sell or rent patient data. Information may be shared only as reasonably necessary with:

  • the relevant processing, partner or referral laboratory;
  • payment processors and banking providers;
  • specimen-transport and collection-service providers;
  • laboratory information, communications, hosting and technology providers;
  • professional advisers and auditors subject to appropriate obligations; or
  • competent authorities under a lawful requirement, including an applicable order or demand under the Bharatiya Nagarik Suraksha Sanhita, 2023 or another law in force.

20. Electronic Records and Communications

Bookings, confirmations, invoices, consents, notices, reports and other records may be created and supplied electronically, subject to applicable law.

Clicking a confirmation button, providing an OTP, completing payment or proceeding with collection after receiving the relevant information may constitute electronic acceptance of the applicable transaction terms.

21. Acceptable Use

Customers and visitors must not:

  • provide false patient, booking or payment information;
  • impersonate another person;
  • access another person’s report without lawful authority;
  • introduce malicious software or interfere with website systems;
  • misuse discounts, refunds, chargebacks or payment mechanisms;
  • scrape or commercially exploit protected content without permission;
  • submit abusive, unlawful or fraudulent requests; or
  • use website content to provide unauthorised medical services.

22. Intellectual Property

Unless otherwise stated, healthcare nt sickcare or its licensors own the website’s branding, original text, graphics, design elements, databases and other original content.

Customers may retain and use their own reports, invoices, receipts and booking records for personal and clinical purposes. Other website content must not be copied, sold, republished or commercially exploited without permission, except as permitted by law.

23. Third-Party Services

Services may rely on independent providers, including:

  • Razorpay and banking networks for payments;
  • Doray’s LIMS for laboratory workflow and reporting;
  • Shopify for website and commerce infrastructure;
  • email, SMS and WhatsApp providers for service communications;
  • partner and referral laboratories; and
  • specimen-collection and transport providers.

Third-party outages or delays may affect service delivery. This clause does not remove responsibility that applicable law places directly upon healthcare nt sickcare.

24. Website Availability and Security

healthcare nt sickcare does not guarantee uninterrupted website or communications availability. Access may be suspended for maintenance, security, legal compliance or events outside reasonable control.

Reasonable security measures are used, but no internet transmission or storage method can be guaranteed to be absolutely secure.

25. Limitation of Liability

To the extent permitted by law, healthcare nt sickcare is not responsible for indirect or consequential loss arising solely from:

  • independent interpretation of a report without medical advice;
  • failure to follow preparation or medical instructions;
  • incorrect information supplied by the customer;
  • delayed consultation by the patient;
  • disclosure caused by use of a shared or insecure contact account;
  • misuse of general website information; or
  • circumstances outside reasonable operational control.

25.1 Liability That Is Not Excluded

Nothing in these Terms excludes liability that cannot lawfully be excluded, including liability for fraud, wilful misconduct, gross negligence, breach of a mandatory statutory duty or a remedy available under consumer law.

26. Force Majeure

Performance may be affected by natural disasters, epidemics, public-health emergencies, government restrictions, transport disruption, civil disturbance, strikes, utility failures, internet outages, equipment breakdown, reagent shortages or other circumstances outside reasonable control.

Reasonable efforts will be made to communicate material delays and provide an appropriate alternative where practicable.

27. Consumer Rights

Subject to applicable law, customers have the right to:

  • clear information about services, prices and material conditions;
  • fair and non-misleading advertising;
  • appropriate cancellation and refund handling;
  • a remedy for an unprovided or materially deficient service;
  • protection against unfair contractual terms;
  • grievance redressal; and
  • access to an appropriate consumer commission or statutory authority.

27.1 Mandatory Rights Prevail

Nothing in these Terms excludes, restricts or overrides a non-waivable right under the Consumer Protection Act, 2019 or another applicable law.

28. Complaints and Grievance Redressal

28.1 Official Channels

28.2 Complaint Information

A complaint should include the booking number, patient name, registered contact information, service date, affected test or package, description of the issue and relevant payment or communication records.

28.2.1 Protection of Health Information

Do not publish reports, prescriptions, contact details or sensitive health information on public social-media channels.

28.2.1.1 Response Timeline

Where the Consumer Protection (E-Commerce) Rules apply, complaints will be acknowledged within 48 hours and addressed within the legally applicable period, ordinarily not exceeding one month.

28.2.1.1.1 Escalation

Further details are available in our Grievance Redressal Policy. Customers may also use any statutory remedy available under applicable law.

29. Governing Law and Jurisdiction

These Terms are governed by the laws of India.

Subject to mandatory consumer jurisdiction and other non-waivable statutory rights, courts of competent jurisdiction in Pune, Maharashtra will have jurisdiction over disputes connected with the website or services.

30. Severability and No Waiver

If a provision is held unlawful, invalid or unenforceable, it will be limited or removed only to the extent necessary. The remaining provisions will continue to apply.

A delay or failure to enforce a contractual right does not automatically constitute a waiver of that right.

31. Changes to These Terms

These Terms may be updated to reflect changes in law, Shopify functionality, laboratory arrangements, services or operating practices. The revised version will show its updated effective date.

A material change will not be applied retrospectively to an existing confirmed booking where doing so would unlawfully reduce the customer’s rights.

32. Related Policies and Resources

33. Contact and Authority

Vivek Narayanankutty Nair
Partner – Business Management and Consumer Grievance Oversight

Rachana Vivek Nair
Partner – Administration, Accounts and Refund Coordination

Nivedita Arvind Karanjkar
Partner and Laboratory Operations Head – Collection, Processing and Reporting

For assistance, email support@healthcarentsickcare.com, call +91 9766060629 or use the official contact page.