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Terms of service

Last updated: 26 May 2026

These terms (“Terms”) form a binding contract between you and ZIVOLABS Healthcare Private Limited. By signing up or using the Platform, you confirm that you have read, understood, and accepted these Terms. If you do not accept them, do not use the Platform.

1. Who can use ZIVOLABS

  • You must be at least 18 years old.
  • You must be a resident of India and accessing the Platform from within India. We do not currently dispatch outside India.
  • You must have the legal capacity to enter into a contract under the Indian Contract Act, 1872.
  • If you are signing up on behalf of an organisation (a clinic, an employer wellness programme), you confirm you have authority to bind that organisation.

2. What ZIVOLABS does

ZIVOLABS is a technology platform that connects you with:

  • Independent registered medical practitioners who provide remote consultations and, where clinically appropriate, issue prescriptions in accordance with the Telemedicine Practice Guidelines, 2020;
  • Independent licensed pharmacies that dispense and dispatch medication against a valid prescription;
  • Tools for ongoing weight-management support including weekly check-ins, dose tracking, and educational content.

ZIVOLABS is not a hospital, not a pharmacy, and does not itself practise medicine. The doctor-patient relationship is between you and the treating doctor. The dispense-patient relationship is between you and the pharmacy. We provide the platform and operate it; clinical decisions are made by the doctor.

3. Your account

  • You must provide accurate, current, and complete information at sign-up and keep it updated.
  • You are responsible for keeping your sign-in credentials secure. Notify us immediately if you suspect unauthorised access.
  • You may not let another person use your account. Each account is for one identified individual.
  • We may suspend or terminate an account if we reasonably believe it is being used in breach of these Terms, or if doing so is necessary for safety or legal compliance.

4. Medical consultations & prescriptions

  • Each consultation is conducted by a doctor registered with a State Medical Council or the National Medical Commission. The doctor decides whether GLP-1 therapy is clinically appropriate for you.
  • The doctor may decline to prescribe, or may discontinue an existing prescription, at any time on clinical grounds. The consult fee for the time spent reviewing your case is non-refundable in this scenario.
  • Prescriptions are valid only for the patient named on them. You must not share, sell, or transfer prescribed medication.
  • You must disclose all relevant medical history truthfully. Withholding information may make the consultation unsafe and is a breach of these Terms.
  • By using the Platform, you specifically consent to telemedicine consultations under the Telemedicine Practice Guidelines, 2020. The separate Telemedicine Consent document forms part of these Terms.

5. Subscriptions, billing & cancellation

  • Pricing for consults, medication, and subscriptions is shown on the Platform before you commit. All prices include applicable GST unless stated otherwise.
  • Subscription charges are billed in advance for each 30-day cycle. You authorise us to charge the payment method on file on the renewal date.
  • You may pause your subscription for up to 3 months at a time, skip the next refill, or cancel — at any time, from your subscription page.
  • Cancellation takes effect from the end of the current paid cycle. Already-dispatched medication is yours to keep.
  • Refunds are governed by the separate Refund & Returns Policy.

6. Shipping & delivery

  • Dispatch is from a licensed pharmacy assigned based on your delivery PIN code. Cold-chain handling is used where the medication requires it.
  • Typical delivery is 2–5 working days from dispatch, but we cannot guarantee a specific date. Tracking is provided.
  • Someone aged 18 or older must be present to accept delivery. If two delivery attempts fail, the package will be returned to the pharmacy; redispatch fees may apply.
  • Inspect your package on receipt. Report any tampering, breakage, or temperature damage within 24 hours via support@zivolabs.org.

7. Your conduct

You agree not to:

  • Use the Platform for any purpose other than your own personal healthcare;
  • Provide false information, impersonate someone else, or misuse another person's data;
  • Reverse-engineer, scrape, or interfere with the Platform's technical operation;
  • Resell, redistribute, or attempt to monetise any prescribed medication;
  • Use the Platform to harass, defame, or threaten any doctor, pharmacist, or member of staff;
  • Bypass any access or safety control, including age verification or dose limits.

8. Intellectual property

All content on the Platform — the software, branding, written guides, video content, and clinical protocols — is owned by ZIVOLABS or its licensors. You may use it only for your personal, non-commercial healthcare. Nothing in these Terms transfers any intellectual-property rights to you.

Health data you provide remains yours; you grant us a licence to use it for the purposes set out in the Privacy Policy.

9. Limitation of liability

We provide the Platform on an “as is” and “as available” basis. To the maximum extent permitted by law:

  • We are not liable for clinical decisions made by independent doctors using the Platform, nor for the dispensing actions of independent pharmacies. The doctor and the pharmacy carry their own professional indemnity.
  • We are not liable for indirect, consequential, special, or punitive damages, including lost profit or lost opportunity.
  • Our total aggregate liability to you for any claim arising out of or in connection with these Terms is limited to the amount you paid us in the 12 months before the claim arose.

Nothing in these Terms excludes or limits any liability that cannot lawfully be excluded — including liability for death or personal injury caused by our proven negligence, or for fraud.

10. Indemnity

You agree to indemnify ZIVOLABS against any third-party claim arising from your breach of these Terms, your misuse of medication, or your provision of false information.

11. Termination

  • You may stop using the Platform and delete your account at any time from your privacy page.
  • We may suspend or terminate access if you breach these Terms, if continued service is unsafe, or if required by law.
  • Termination does not affect rights and obligations that, by their nature, are intended to survive — including Sections 8, 9, 10, and 13.

12. Changes to these Terms

We may update these Terms when our services or applicable law change. Material changes will be notified at least 7 days before they take effect. Continued use of the Platform after a change indicates your acceptance of the updated Terms.

13. Governing law & disputes

  • These Terms are governed by the laws of India.
  • Disputes will first be attempted to be resolved through our Grievance Officer in good faith.
  • Unresolved disputes are subject to the exclusive jurisdiction of the courts at Bengaluru, Karnataka.

14. Contact

ZIVOLABS Healthcare Private Limited
Bengaluru, Karnataka, India
General: support@zivolabs.org
Grievance: grievance@zivolabs.org