Patient bill of rights

Last updated: 26 May 2026

Every person who uses ZIVOLABS as a patient has the following rights. We adopt the principles set out by India's National Medical Commission, the National Human Rights Commission's Charter of Patients' Rights, and the Telemedicine Practice Guidelines, 2020 — and translate them into commitments specific to remote care.

1. The right to information

Know the full name, qualifications, and NMC registration number of every doctor who treats you. This information appears on your prescription and on your doctor's profile.
Know in plain language what is wrong with you, what treatment is being proposed, what reasonable alternatives exist, what the medication will and won't do, and what the realistic risks and side-effects are.
Know the cost of the consultation, the medication, and the subscription before you commit. No hidden fees.
Know which pharmacy is dispensing your medication and through which courier it is being shipped.

2. The right to informed consent

Give consent — or decline — for every treatment, every prescription, and every change in dose, after the doctor has explained it.
Withdraw consent at any time without being penalised, except where doing so genuinely compromises your safety.
Have your consent recorded with date, time, and version of the policy you agreed to — and have a copy on request.

3. The right to choose

Choose your doctor from the pool of available practitioners where slot availability permits.
Seek a second opinion. We will not penalise you for doing so, and we will share your records with another doctor on your written request.
Discontinue treatment, pause your subscription, or cancel altogether — without justification.
Choose to be treated in person at a partner clinic if remote care is not appropriate for your condition.

4. The right to dignity and respect

Be treated courteously, honestly, and without discrimination on the basis of caste, religion, gender, sexual orientation, weight, disability, age, language, or any other personal characteristic.
Be heard. The doctor should give you adequate time to explain your concerns, and answer your questions in language you understand.
Refuse to be photographed, recorded, or featured in marketing or research material. Your default is “no” — we ask only with explicit, separate consent.

5. The right to privacy and confidentiality

Have your medical information kept confidential. It will be shared only with the people who need it to treat you, deliver your medication, or fulfil a legal obligation.
Be told who is on the doctor's side of the video call. The doctor will not have an observer present without telling you first and getting your permission.
Access your full medical record at any time from within the app, download a complete copy, or request its deletion subject to our regulatory retention obligations.
Be free of marketing or research use of your data unless you separately opt in.

6. The right to safety

Receive medication that is genuine, in date, stored correctly through the cold-chain where required, and labelled with your name, the drug, the dose, and the dispensing pharmacy's details.
Be screened for contraindications and drug interactions before any prescription is issued.
Be referred to in-person care or to an emergency service if your condition warrants it.
Have any adverse event taken seriously, recorded, and where appropriate reported to the Pharmacovigilance Programme of India (PvPI).

7. The right to fair billing

Receive a GST-compliant invoice for every charge.
Know in advance what each line item costs, and what is included in your subscription.
Receive a refund where our refund policy says you are entitled to one, processed within the timelines stated.
Dispute a charge through Razorpay or your card issuer if internal resolution fails.

8. The right to redressal

Raise a complaint with our Grievance Officer at grievance@zivolabs.org. We acknowledge within 48 hours and resolve within 30 days.
Raise a complaint with the State Medical Council where the treating doctor is registered — the registration number is on your prescription. Your right to do this is independent of, and not affected by, our internal process.
Raise a complaint with the Data Protection Board of India under the DPDP Act 2023 if you believe your personal data has been mishandled.
Raise a complaint with the Pharmacovigilance Programme of India directly at ipc.gov.in for any adverse drug reaction.

9. The right to be treated as a partner

Be informed of changes to your treatment plan in advance, with the rationale, not after the fact.
Be told the truth — including bad news — clearly, kindly, and with enough information to act on it.
Know that your weight is not your worth, and that GLP-1 therapy is one tool among many. The decision to pursue it, continue it, or stop it is ultimately yours, made with your doctor.

10. How we make these rights real

These are commitments, not slogans. We publish quarterly transparency notes covering the volume of grievances we received, how many were resolved within SLA, refund turnaround times, and any adverse-event reports filed. If we fall short on any of these rights, write to grievance@zivolabs.org and we will investigate, document the lapse, and tell you what we changed because of it.