Last updated: 25 September 2026

Terms & Conditions for MCR Super Speciality Polyclinic & Pathology App

1. Acceptance of Terms

By downloading and using this app, you agree to comply with and be bound by these Terms and Conditions.

2. Medical Disclaimer

This application is designed to facilitate appointments, teleconsultations, and access to pathology reports. This app is not a medical device and does not itself diagnose, treat, cure, or prevent any disease or medical condition — all medical advice, diagnosis, and treatment are provided by licensed doctors, under their own independent clinical judgment.

An online consultation cannot replace a physical examination. If the doctor finds your condition unsuitable for teleconsultation, they may end the session and advise an in-person visit. In line with the Telemedicine Practice Guidelines, doctors will not prescribe Schedule X drugs, habit-forming narcotics, restricted injectables, or psychotropic medications through an online consultation.

This app is not intended for medical emergencies. In case of chest pain, severe bleeding, breathing difficulty, stroke symptoms, or any other severe medical emergency, please visit the nearest hospital immediately.

3. Booking and Consultations

Appointments are subject to the availability of the respective doctors.

Online consultations:

• You must be at least 18 years old to register an account and book consultations. Patients under 18 may consult only with the participation of a parent or legal guardian, who books on their behalf (for example as a family member) and accepts responsibility for the consultation.

• You (or the guardian booking for you) are responsible for giving the doctor accurate information — symptoms, medical history, current medicines, allergies, and genuine reports. The clinic and its doctors are not responsible for the consequences of withheld or inaccurate information.

• An online consultation is a personal choice you make for yourself or a family member, and you undertake it at your own risk. The clinic and its doctors are not responsible for discrepancies arising during an online consultation — including misunderstandings, communication errors, dosage issues, language barriers, or symptom-related problems.

• This application and these terms are provided in ENGLISH only. Doctors consult in English, Hindi, or Bengali, and each doctor's languages are shown on their card and profile. Before booking, please make sure you understand at least one language your doctor speaks. If you book a consultation without understanding English, Hindi, or Bengali, the clinic is not responsible for any miscommunication that results.

• Please join from a sufficiently charged device with a stable internet connection. If your connection is weak, the consultation may continue as audio-only at the doctor's discretion. The clinic is not liable for interruptions caused by power failure or technical problems on your side. If a consultation is disrupted by your own device or network and cannot be completed, it is treated as completed, and no refund or repeat consultation is due for that reason. Interruptions on the doctor's side are covered under "If your doctor does not attend" in section 4.

• Where a doctor offers a follow-up window (typically 7 days), it applies only to the original complaint; new symptoms require a fresh consultation.

• Please treat your doctor with courtesy. Abusive, obscene, or threatening behaviour during a consultation may lead to immediate termination of the consultation and of your account, and may be reported to the authorities under applicable law, including the Information Technology Act.

4. Payment and Refunds

All consultation fees and pathology test charges must be paid as per the clinic's policy. A platform fee is added to the doctor's consultation fee on every booking.

Cancellation and refunds:

• Cancelled MORE THAN 15 MINUTES before the scheduled slot: you receive a full refund of the amount paid, including the platform fee.

• Cancelled with 15 MINUTES OR LESS remaining before the scheduled slot: 40% of the consultation fee is retained as the doctor's fee and the platform fee is non-refundable. The remaining 60% of the consultation fee is refunded to you.

• NOT cancelled and not attended: if you neither cancel the booking nor attend the consultation, no refund is payable.

• COMPLETED consultations: once your consultation with the doctor has taken place, it is considered successfully delivered. Dissatisfaction with a completed consultation does not entitle you to a refund of the consultation fee.

• RESTRICTED PRESCRIPTIONS: a doctor declining to prescribe a restricted medicine (see section 2) is part of proper medical care and does not entitle you to a refund.

Refunds are credited to the original payment method used for the booking.

If your doctor does not attend:

• If a doctor cancels your booking, or does not join within 30 MINUTES of the scheduled time (15 MINUTES for a Consult Now request that is never accepted), the consultation is treated as not delivered and you are not charged for it.

• We will then offer you up to three alternative doctors in the same speciality whose consultation fee is the same as or lower than the amount you have already paid. You may move your existing payment to any one of them at no additional cost, and you will not be asked to pay again.

• If you would rather not move to another doctor, or no suitable alternative is available, you may request a refund of the full amount paid, including the platform fee. Refunds are processed within 72 HOURS to the original payment method.

• An unused replacement offer remains valid for 7 DAYS. After it expires you may still request a refund.

Appointment reminders:

• We may send reminders by push notification or other messages before your consultation. These are a courtesy, and their delivery depends on your device, network and notification settings, which we do not control. Not receiving a reminder does not by itself entitle you to a refund where you have neither cancelled the booking nor attended it.

5. Limitation of Liability

While we strive to provide the most accurate and timely medical services, MCR Super Speciality Polyclinic and Pathology shall not be held liable for any direct or indirect damages arising from the use of this app or interruptions in its service.

6. Changes to Terms

We reserve the right to update or modify these terms at any time. Continued use of the app after changes constitutes your acceptance of the new terms.

At MCR Super Speciality Polyclinic and Pathology, your health and well-being are our top priorities. Trust us to be your reliable partner in your healthcare journey.