Teleconsultation

GoConsult Terms

GOCONSULT TERMS AND CONDITIONS

Terms and Conditions governing online medical consultations, second opinions, and teleconsultation services on GoConsult.

Last updated: July 24, 2026Version: 1.0

Overview

HealthChip Technologies Private Limited (hereinafter referred to as the “Company,” “we,” “us,” or “our”), acting for itself and its affiliates/group entities operating under the trade name “GoClinica,” provides online medical teleconsultation services through registered medical Practitioners under the product name “GoConsult,” accessible via the internet resource located at www.goclinica.com and the mobile application branded as “GoClinica” (collectively, the “Website”).

1. NATURE AND APPLICABILITY OF TERMS

1.1 Agreement

These GoConsult Terms and Conditions (these “Terms”) supplement, and should be read together with, GoClinica’s Terms of Use, Privacy Policy, and Cookie Policy (together with these Terms, the “Agreement”). These Terms apply specifically to your use of GoConsult, in addition to, and not in substitution of, GoClinica’s Terms of Use. In the event of any conflict between these Terms and GoClinica’s Terms of Use on a matter specific to teleconsultation, these Terms shall prevail solely in respect of that matter; in all other respects, GoClinica’s Terms of Use shall prevail. Capitalized terms not defined in these Terms carry the meanings assigned to them in GoClinica’s Terms of Use and Privacy Policy.

1.2 Scope of Applicability

These Terms apply to:

•a patient, or their authorized representative, seeking a teleconsultation through GoConsult (the “End-User,” “you,” or “User”); and

•a registered medical Practitioner providing a teleconsultation through GoConsult (“Practitioner”).

1.3 Nature of the Agreement

This Agreement applies to the online medical teleconsultation services provided through GoConsult (“Services”). GoClinica reserves the right to modify, expand, or discontinue any aspect of the Services at its sole discretion, and the version of this Agreement in force at the time you avail the Services shall apply to you.

1.4 Acceptance and Modifications

Your continued use of GoConsult following any modification to these Terms constitutes your acceptance of the Terms as modified. If you do not agree with any part of this Agreement, please do not use GoConsult.

1.5 Governing Regulatory Framework

In addition to the statutes and regulations listed in Clause 1.6 of GoClinica’s Terms of Use, GoConsult is provided in compliance with:

•the Telemedicine Practice Guidelines, 2020, issued by the Board of Governors in supersession of the Medical Council of India, and continued in force under the savings provisions of the National Medical Commission Act, 2019 (the “Telemedicine Guidelines”);

•of the National Medical Commission Registered Medical Practitioner (Professional Conduct) Regulations, and any predecessor regulations governing the professional conduct of Registered Medical Practitioners (“RMPs”);

•the Drugs and Cosmetics Act, 1940, and the rules made thereunder, including Schedule X thereof; and

•the Narcotic Drugs and Psychotropic Substances Act, 1985.

1.6 Territorial Restriction

GoConsult is intended solely for Users located in India, seeking teleconsultation with Practitioners licensed to practice medicine in India, in accordance with Clause 1.7 (Territorial Restriction) of GoClinica’s Terms of Use. At no point shall a Practitioner’s provision of a teleconsultation through GoConsult be construed as the practice of medicine in any jurisdiction other than India, irrespective of the User’s location at the time of the consultation. It is the User’s sole responsibility to determine whether they are permitted to seek a teleconsultation through GoConsult having regard to their location at the relevant time.

2. ELIGIBILITY

2.1 Age Requirement and Minors

2.1.1GoConsult may only be independently availed by a User who has attained the age of 18 years, consistent with Clause 2.1 of GoClinica’s Terms of Use.

2.1.2Teleconsultation for a Minor. Where a teleconsultation is sought for a minor dependent registered in accordance with Clause 2.1.2 of GoClinica’s Terms of Use, the parent or lawful guardian of the minor shall remain present and actively participating throughout the entire duration of the teleconsultation, and shall be responsible for providing the Practitioner with accurate information regarding the minor’s medical condition and history. The Practitioner shall be entitled to rely on the representation of the adult present that they are the minor’s parent or lawful guardian, and GoClinica shall have no obligation to independently verify this relationship.

2.2 Representations and Warranties

By using GoConsult, you represent and warrant that:

(a)all information provided by you to GoClinica and to the Practitioner, including your identity, age, medical history, and current symptoms, is true, accurate, and complete;

(b)you are seeking the teleconsultation for a genuine health-related purpose, and not for any purpose extraneous to obtaining medical consultation; and

(c)you understand and accept the limitations of teleconsultation described in Clause 3 below.

3. NATURE OF GOCONSULT SERVICES

3.1 Assignment and Selection of Practitioner

GoConsult may assign a Practitioner to a User based on an automated evaluation of factors such as the time of the consultation request and the health concern described, or may allow the User to select a Practitioner directly through the search functionality available on the Website. GoClinica does not warrant or guarantee the availability of any specific Practitioner at any given time.

3.2 Modes of Consultation

A teleconsultation may be conducted by video, audio, or text-based communication (including chat or messaging), depending on the nature of the health concern and the Practitioner’s clinical judgment, in accordance with the Telemedicine Guidelines. Video consultation is generally preferred for a first-time consultation for a given health condition. A “Follow-Up Consultation” means a subsequent teleconsultation with the same Practitioner for the same health condition, availed within six (6) months of the preceding in-person consultation or teleconsultation; any consultation outside this period shall be treated as a fresh, first-time consultation.

3.3 Practitioner Eligibility and Identification

3.3.1Every Practitioner providing a teleconsultation through GoConsult is a Registered Medical Practitioner, enrolled with the National Medical Commission or a State Medical Council, and their registration details shall be made available to you through their profile on the Website.

3.3.2In accordance with the Telemedicine Guidelines, the Practitioner shall take reasonable steps to verify your identity through the information provided by you (such as your name, age, address, and contact details) at the commencement of the teleconsultation, and you shall cooperate with any such verification.

3.3.3Consent. Where you initiate a teleconsultation request through GoConsult, your consent to receive the teleconsultation shall be treated as implied from such action. Where a teleconsultation is initiated by GoClinica or a Practitioner (for example, as part of an outreach or follow-up program), your explicit consent shall be obtained before the teleconsultation proceeds.

3.4 Limitations of Teleconsultation

3.4.1You acknowledge and agree that a teleconsultation through GoConsult does not involve a physical examination of you by the Practitioner, and that the Practitioner may accordingly be unable to obtain information that would ordinarily be available through an in-person physical examination. You assume the risk associated with this limitation.

3.4.2GoConsult is not intended for, and shall not be relied upon in connection with, medical emergencies or conditions requiring immediate physical examination or in-person medical attention. If you are experiencing a medical emergency, you must immediately contact local emergency services or visit the nearest hospital, in accordance with Clause 2.4.1 of GoClinica’s Terms of Use.

3.4.3Where a Practitioner advises that an in-person consultation or physical examination is necessary, it shall be your sole responsibility to seek such in-person consultation, whether from the same Practitioner or another qualified medical practitioner. GoClinica shall not be liable for any deterioration in your condition arising from your failure to act on such advice.

3.4.4GoConsult is a supplementary mode of accessing medical consultation and is not intended to, and shall not, replace in-person consultation with a qualified medical practitioner.

3.4.5The advice provided by a Practitioner through GoConsult is based on prevailing medical conditions and practices in India and is intended for application within India, regardless of your location at the time of the teleconsultation.

3.5 Use of Ongoing Treatment Information

You agree to use any advice received through GoConsult having regard to: any ongoing treatment you are receiving from another medical practitioner; whether your condition requires emergency or in-person attention; your available medical history and prior physical examination records; and the advisability of consulting your existing treating physician before modifying or discontinuing any ongoing treatment.

4. USER CONDUCT

4.1You shall communicate with a Practitioner solely through the Website, and shall not rely on any external mode of communication (such as personal phone numbers or third-party messaging applications) for your teleconsultation.

4.2You shall refrain from raising queries with a Practitioner that are unrelated to a specific health condition, disease, or medication, and shall not use abusive, threatening, or inappropriate language with a Practitioner. GoClinica reserves the right to terminate a teleconsultation, and to restrict your future access to GoConsult, in the event of a substantiated complaint regarding such conduct, without any obligation to refund fees paid for that teleconsultation.

4.3Where sharing an image or video of an affected body part is reasonably necessary for the Practitioner to assess your condition, you may do so only if you are personally comfortable doing so, and solely through the secure functionality provided on the Website.

4.4You shall promptly provide any medical records, reports, or documents reasonably requested by the Practitioner in connection with your teleconsultation.

4.5Each paid teleconsultation is intended for one User only. Where you attempt to obtain a consultation for more than one individual within a single paid teleconsultation, the Practitioner shall not be obligated to address the additional individual’s health concerns, and no separate consultation shall be treated as having taken place.

4.6You shall not use GoConsult for any unlawful purpose, or to induce, request, or persuade a Practitioner to issue a prescription that does not comply with the Telemedicine Guidelines, including the restrictions described in Clause 5 below.

5. PRESCRIPTIONS AND RESTRICTED MEDICATIONS

5.1 Nature of Prescriptions

Any prescription issued by a Practitioner through GoConsult is based solely on the information you provide during the teleconsultation, and the Practitioner’s assessment of your condition through the applicable mode of consultation. Such an assessment may differ from a diagnosis arrived at through an in-person physical examination. Accordingly, a prescription issued through GoConsult shall not be treated as a final or conclusive medical opinion, and you are encouraged to seek an in-person consultation where you have any concerns regarding your diagnosis or treatment.

5.2 Classification of Medicines

In accordance with the Telemedicine Guidelines, medicines that may be prescribed through a teleconsultation are classified as follows:

•List O: medicines that are generally safe, including over-the-counter medicines, which a Practitioner may prescribe through any mode of teleconsultation.

•List A: relatively safer medicines with low potential for misuse, which a Practitioner may prescribe through a video-based first-time teleconsultation, or through any mode of teleconsultation for a Follow-Up Consultation involving a refill of a medicine previously prescribed in person for the same condition.

•List B: medicines that a Practitioner may prescribe only during a Follow-Up Consultation, and solely to modify the dosage or duration of a medicine previously prescribed to you in person for the same condition.

5.3 Prohibited Medicines

A Practitioner shall not prescribe the following through GoConsult, and any such medicine may only be prescribed following an in-person physical examination:

•medicines specified in Schedule X of the Drugs and Cosmetics Rules, 1945;

•narcotic and psychotropic substances regulated under the Narcotic Drugs and Psychotropic Substances Act, 1985;

•medication for medical termination of pregnancy; and

•sedatives, hypnotics, opioids, and fourth-generation antibiotics, save to the limited extent (if any) permitted under Clause 5.2 above.

5.4 In-Person Consultation for Restricted Medicines

Where your condition, in the Practitioner’s clinical judgment, warrants a medicine described in Clause 5.3, you shall be required to visit a medical practitioner of your choice in person to obtain such medicine, and GoClinica and the Practitioner shall bear no responsibility for any delay or inconvenience arising from this requirement.

6. CERTIFICATES AND FOLLOW-UP CONSULTATIONS

6.1 Limitations on Certificates

6.1.1Leave Requests. A Practitioner is unable to issue a certificate recommending or supporting a request for leave (including sick leave or medical leave from an employer or educational institution) on the basis of a teleconsultation. This limitation arises from the inherent constraints of teleconsultation described in Clause 3.4 above, and shall apply regardless of the nature of the health concern raised.

6.1.2Medical Fitness Certificates. A Practitioner is unable to issue a medical fitness certificate (including certificates of fitness to work, travel, or participate in any activity) on the basis of a teleconsultation, as the issuance of such a certificate requires an in-person physical examination. Where you require a leave request or a medical fitness certificate, you will need to consult a medical practitioner in person for this purpose.

6.1.3GoClinica and the Practitioner shall bear no liability for any consequence arising from your inability to obtain a leave request or medical fitness certificate through GoConsult.

6.2 Follow-Up Consultations

6.2.1General Follow-Up Period. Save as provided in Clause 6.2.2, GoClinica provides a complimentary, round-the-clock (24x7) chat-based follow-up period, for a limited duration following your teleconsultation, during which you may raise follow-up queries relating to the same health concern with the Practitioner who attended to you, at no additional charge.

6.2.2Psychology and Couples Counselling. The complimentary follow-up period described in Clause 6.2.1 does not apply to consultations availed under the Psychology specialty. In particular, couples counselling is offered only as part of a separate, dedicated couples counselling package, which must be purchased in order to avail such consultations and any associated follow-up.

6.2.3Practitioner Response Times. While the follow-up chat facility described in Clause 6.2.1 is available to you on a 24x7 basis, Practitioners will respond to follow-up queries during their respective clinic or office hours, as may be displayed on their profile. GoConsult’s follow-up facility is not intended, and shall not be relied upon, for urgent or emergency queries. If you are experiencing a medical emergency, you must immediately visit your nearest healthcare facility, in accordance with Clause 3.4.2 above, and shall not wait for a response through the follow-up chat facility.

7. SECOND OPINION SERVICE UTILIZING SUBJECT MATTER EXPERTS

7.1Nature of the Service. GoConsult offers a “Second Opinion” service, through which a User may obtain a documented second opinion regarding an existing diagnosis, treatment plan, or medical condition, from a Practitioner engaged by GoClinica on account of their specialized qualification, experience, or sub-specialty expertise in the relevant field of medicine (a “Subject Matter Expert” or “SME”). The Second Opinion service is distinct from a general teleconsultation availed under Clause 3 above, and is governed additionally by this Clause 7.

7.2Mandatory Submission of Documents. Before an SME reviews your request, you shall be required to submit all relevant medical documents pertaining to your condition, including, without limitation, prior diagnostic reports, laboratory results, imaging studies, prescriptions, discharge summaries, and any notes or records provided by your treating physician (collectively, “Patient Documents”), through the functionality made available on the Website. GoClinica and the SME reserve the right to decline to commence, or to defer, the Second Opinion service until the Patient Documents submitted by you are complete and legible. You are solely responsible for the authenticity, completeness, and accuracy of the Patient Documents submitted by you, and GoClinica and the SME shall bear no liability for any second opinion rendered on the basis of incomplete, inaccurate, or falsified Patient Documents.

7.3Document Review. Upon submission of the Patient Documents, the SME shall review the same within the timeframe communicated to you at the time of booking the Second Opinion service. Where the SME determines that the Patient Documents submitted are insufficient, illegible, or incomplete, GoClinica may request additional documents from you, and the timeframe for rendering the Second Opinion shall stand extended accordingly. GoClinica reserves the right to decline to provide the Second Opinion service, subject to the refund provisions of Clause 7.7 below, where adequate Patient Documents are not furnished within a reasonable period following such a request.

7.4Format of the Second Opinion. Following review of the Patient Documents, the SME shall, depending on the package purchased by you, provide the Second Opinion in the form of: (a) a written report; (b) a scheduled teleconsultation (by video or audio) to discuss the Second Opinion; or (c) both. The specific format applicable to your request shall be as indicated at the time of booking.

7.5Nature and Limitations of the Second Opinion.

(a)The Second Opinion is based solely on the Patient Documents submitted by you and, where applicable, any teleconsultation conducted with the SME, and does not involve an independent physical examination of you by the SME unless expressly stated otherwise at the time of booking.

(b)The Second Opinion is intended to supplement, and not to substitute, the clinical judgment and advice of your primary treating physician. The Second Opinion does not create a physician-patient relationship between you and the SME for the purposes of ongoing treatment, and you are strongly encouraged to discuss the Second Opinion with your primary treating physician before making any decision regarding your diagnosis or treatment.

(c)Where the Second Opinion differs from the diagnosis or treatment plan provided by your primary treating physician, GoClinica and the SME shall not be liable for any consequence arising from your reliance on either opinion, and the final decision regarding your diagnosis and treatment shall remain solely yours, to be made in consultation with your primary treating physician.

(d)GoClinica does not guarantee that the Second Opinion will align with, confirm, or differ from your existing diagnosis or treatment plan.

7.6Confidentiality. Patient Documents submitted for the purposes of a Second Opinion constitute SPDI and shall be processed strictly in accordance with GoClinica’s Privacy Policy, and used by GoClinica and the SME solely for the purpose of rendering the Second Opinion.

7.7Fees and Refunds. Fees for the Second Opinion service are payable in advance. Without limiting Clause 9 (Payment, Cancellation, and Refunds) below, and to the extent of any inconsistency therewith, refunds in respect of the Second Opinion service shall be governed as follows:

(a)where GoClinica is unable to assign an SME on account of a conflict of interest or unavailability, you shall be entitled to a full refund;

(b)where you fail to submit adequate Patient Documents within a reasonable period of purchasing the Second Opinion service despite a request under Clause 7.3, and the service consequently lapses, the fees paid shall be non-refundable, save as GoClinica may otherwise permit at its discretion; and

(c)once the Second Opinion has been rendered in accordance with Clause 7.4, the fees paid shall be non-refundable, regardless of whether you agree with the Second Opinion provided.

8. QUALITY AUDIT AND RECORDS

8.1You agree that GoClinica’s medical and quality assurance teams may audit and review your teleconsultations, including any text, images, audio, video, or documents exchanged during the teleconsultation, for the purposes of improving treatment quality, Practitioner training, and User experience. Any Personal Information or SPDI reviewed in the course of such audit shall be processed in accordance with GoClinica’s Privacy Policy.

8.2Records generated through your teleconsultations, including prescriptions and consultation notes, shall be made available to you through the Health Data Management Facility described in Clause 3.7 of GoClinica’s Terms of Use, and shall be retained in accordance with the retention provisions described therein and under applicable law, including the record-keeping obligations applicable to RMPs.

9. PAYMENT, CANCELLATION, AND REFUNDS

9.1 Payment

Fees for a teleconsultation shall be payable in advance through the payment mechanisms made available on the Website. Any issue relating to a payment not being reflected in your account should be raised with GoClinica’s support team as described in Clause 15 (Grievance Redressal) below.

9.2 Grounds for Refund

Subject to Clause 9.3, you shall be entitled to request a refund of the fees paid for a teleconsultation where:

(a)it is established, following an investigation by GoClinica, that the Practitioner acted in contravention of applicable law or the Telemedicine Guidelines in connection with the teleconsultation;

(b)the Practitioner does not respond to a paid teleconsultation request within ten (10) minutes of the scheduled start time, or does not respond for a continuous period exceeding fifteen (15) minutes during an active teleconsultation;

(c)the Practitioner does not provide a consultation summary or prescription in respect of the teleconsultation; or

(d)the Practitioner terminates the teleconsultation in an unreasonably abrupt manner without adequately addressing your health concern, subject to GoClinica’s investigation of the circumstances.

9.3 Exclusions from Refund

You shall not be entitled to a refund where:

(a)the teleconsultation is terminated on account of your abusive conduct, in accordance with Clause 4.2;

(b)you raised queries unrelated to a specific health condition, in accordance with Clause 4.2; or

(c)the Practitioner has provided a consultation summary or prescription in respect of the teleconsultation.

9.4 Refund Process

9.4.1You may flag a teleconsultation as inadequate and request a refund within three (3) days of the teleconsultation, after which no refund request in respect of that teleconsultation shall be considered.

9.4.2Refund requests may be raised through GoClinica’s support channels as described in Clause 15 below. GoClinica shall review the request and, where a refund is found to be due under Clause 9.2, shall process the refund to your original payment method within a reasonable timeframe, and in any event within seven (7) working days of the refund being approved.

9.4.3GoClinica reserves the right to restrict or permanently suspend a User’s access to GoConsult where GoClinica receives repeated refund or cancellation requests from that User for reasons that do not fall within Clause 9.2.

9.4.4All decisions relating to refunds under this Clause 9 shall be made by GoClinica in its sole discretion, following a review of the relevant facts, and such decision shall be final.

10. PRACTITIONER OBLIGATIONS

In addition to the obligations set out in Clause 4 (Terms of Use for Practitioners) of GoClinica’s Terms of Use, a Practitioner providing services through GoConsult shall:

(a)verify their own identity and registration status to the User at the commencement of a teleconsultation;

(b)exercise independent clinical judgment in determining the appropriate mode of consultation, and to decline to proceed with, or to terminate, a teleconsultation where an in-person physical examination is, in their judgment, necessary;

(c)comply with the prescribing restrictions described in Clause 5 of these Terms; and

(d)maintain records of teleconsultations in accordance with the record-keeping obligations applicable to Registered Medical Practitioners under applicable law.

11. EXPRESS DISCLAIMERS

11.1GoConsult is intended for general, non-emergency healthcare needs and is not a substitute for in-person medical consultation or physical examination.

11.2GoClinica does not practice medicine, does not employ Practitioners as its agents for the purpose of rendering clinical judgment, and is not responsible for the clinical decisions, diagnoses, or treatment recommendations made by any Practitioner in the course of a teleconsultation.

11.3GoClinica does not guarantee the outcome of any teleconsultation, and does not warrant that any Practitioner will be available at any specific time, or that the technology used for the teleconsultation (including your or the Practitioner’s internet connectivity or device) will function without interruption.

12. LIMITATION OF LIABILITY

12.1In addition to, and without limiting, Clause 7 (Limitation of Liability) of GoClinica’s Terms of Use, GoClinica shall not be liable for:

(a)any diagnosis, treatment recommendation, or prescription issued by a Practitioner during a teleconsultation;

(b)any deterioration in a User’s condition arising from a limitation inherent to teleconsultation, including the absence of a physical examination;

(c)any failure, delay, or interruption in a teleconsultation caused by connectivity issues, device malfunction, or third-party communication infrastructure; or

(d)any consequence arising from a User’s failure to seek in-person medical attention where advised to do so by a Practitioner.

12.2GoClinica’s aggregate liability arising out of or in connection with GoConsult shall be governed by, and subject to the same limits as, Clause 7.4 (Aggregate Liability Cap) of GoClinica’s Terms of Use.

13. INDEMNIFICATION

You agree to indemnify, defend, and hold harmless GoClinica, its affiliates, directors, officers, employees, and agents from and against any claims, damages, losses, liabilities, and expenses (including reasonable legal fees) arising out of or in connection with: (a) your breach of these Terms; (b) any information provided by you that is false, inaccurate, or misleading; (c) your violation of any applicable law in connection with your use of GoConsult; or (d) any dispute between you and a Practitioner arising from your use of GoConsult.

14. TERMINATION

GoClinica reserves the right to suspend or terminate your access to GoConsult, with or without notice, in accordance with Clause 6 (Termination of Access) of GoClinica’s Terms of Use, and to pursue any other remedy available under law.

15. GRIEVANCE REDRESSAL, FORCE MAJEURE, AND DISPUTE RESOLUTION

15.1Any grievance, complaint, or query relating to GoConsult may be directed to GoClinica’s Grievance Officer, as named in Clause 13.2 of GoClinica’s Terms of Use, contactable through the “Contact Us” page at www.goclinica.com/contact, or through GoClinica’s support channels at support@goclinica.com.

15.2Clause 8 (Force Majeure), Clause 11 (Severability), Clause 12 (Waiver), and Clause 10 (Applicable Law and Dispute Settlement) of GoClinica’s Terms of Use shall apply to these Terms and to GoConsult, mutatis mutandis, as if set out in full herein.

15.3For the avoidance of doubt, any dispute, claim, or controversy arising out of or in connection with these Terms or your use of GoConsult shall be resolved in the manner, and subject to the arbitration mechanism and jurisdiction, described in Clause 10 of GoClinica’s Terms of Use.

For questions regarding this document, please contact support@goclinica.com or visit goclinica.com/contact.