Terms of Use

Platform: Nirvaan  •  For: Patients and users  •  Version: 1.1  •  Effective: 01/04/2026

These Terms govern your use of Nirvaan (the "Platform"), operated by Caresoft Systems Private Limited, CIN [U72900MH2022PTC387875], registered office [ 311, Mahesh Industrial Estate , Silver Park, Mira Road East , Thane -401107] ("Caresoft", "we"). By using the Platform you accept them.

These Terms incorporate the Clinical Safety & Scope of Service Statement, Privacy Policy, Disclaimer, Refund Policy. On any question of scope or clinical safety, the Clinical Safety Statement prevails.

1. Our role

We are not a hospital, a clinic, a pharmacy, a laboratory or a diagnostic service. We do not employ practitioners and are not vicariously responsible for their clinical acts, though we do verify, monitor conduct and act on reports (§16).

2. Who may use Nirvaan

• You must be 18 years or older. You confirm this at signup, and an account found to belong to a minor is closed.
• You must be in India, or otherwise satisfy yourself that using the Platform is lawful where you are.
• You must use the Platform for yourself. Do not consult on behalf of someone else — the practitioner needs to speak to the patient. Where a person genuinely cannot consult alone, tell the practitioner at the start.
• One account per person. Do not create multiple accounts to obtain free minutes or to return to a practitioner who declined you.

3. Your account and anonymity

• You register with a mobile number verified by OTP, and choose a display name which is what practitioners see.
• Your real name and mobile number are masked from practitioners at the data layer. Calls are bridged through a platform number so neither party sees the other's.
• Choose a display name that does not identify you. Do not use your full real name if anonymity matters to you.
• Keep your account secure. Do not share your OTP with anyone — we will never ask you for it, and any message that does is fraudulent.
• You are responsible for activity under your account.
• Anonymity has limits, set out in Clinical Safety §14 — principally where the law requires disclosure.

4. Consent to teleconsultation

Before each consultation you are shown, and must accept, a consent statement covering the nature and limits of remote consultation. This is required by the Telemedicine Practice Guidelines, 2020. Consent is versioned and recorded with the consultation, and you can withdraw it at any time by ending the consultation.

5. How a consultation works

• You choose a practitioner from the directory, based on their stated qualification, speciality, language and rate.
• You request a consultation; the practitioner accepts, declines or does not respond. Nobody is obliged to accept.
• Consultations run by chat, voice or video as selected. Billing starts when the consultation starts and stops when it ends.
• Either party may end a consultation at any time.
• A practitioner may end a consultation because it is not suitable for remote care, or because you need in-person examination. That is good practice, not a failure of service.
• A practitioner may decline to prescribe. Paying for a consultation buys professional time and opinion, not a prescription or a particular answer.
• The practitioner records advice notes, which appear in your consultation history.

6. Wallet and per-minute billing

• Wallet balance is prepaid credit for services on the Platform. It is not a deposit, earns no interest, and is not a payment instrument.
• Rates may be changed by a practitioner, but the rate shown when you request is the rate charged for that consultation.
• Refunds are governed by the Refund Policy. In summary: time consulted is not refundable; technical failures, billing errors and consultations that did not happen are.
• Voice and video minutes are reconciled against carrier duration; where the two differ, the shorter is charged.
• Do not attempt to reverse a payment for a consultation that took place. Contact us first — see the Refund Policy.

7. Prescriptions

• Only a Registered Medical Practitioner may prescribe. Counsellors and therapists on the Platform cannot and will not.
• Prescribing is restricted by the Telemedicine Practice Guidelines, and the Platform enforces those lists. Some medicines can never be prescribed remotely, however much you want them.
• Narcotic and psychotropic substances are never prescribed on this Platform.
• Each prescription carries the practitioner's name, qualification and registration number, and can be verified at our public verification page.
• Take the prescription to a licensed pharmacy. Do not obtain medicine from unlicensed sellers — counterfeit products are common in this category and some are dangerous.
• Tell the practitioner about every medicine you already take, including anything bought without a prescription. Interactions in this category can be serious.

8. The store

• Prescription products are gated on a valid prescription issued through the Platform.
• Caresoft is not a pharmacy and does not dispense medicine. Fulfilment arrangements are stated at checkout.
• Prices are inclusive of GST as displayed. A tax invoice is issued.
• Orders require a delivery address, which you provide knowingly — this is a point at which you identify yourself.
• Returns and refunds for products are in the Refund Policy. Medicines, once delivered, generally cannot be returned for safety reasons.

9. Your responsibilities

• Give accurate information. A practitioner working from wrong or incomplete history may give wrong advice. Nothing you say will shock them, and holding something back only hurts you.
• Tell the practitioner about existing conditions, all medicines you take, allergies, and anything relevant.
• Follow advice appropriately, and seek in-person care where advised.
• Do not delay urgent care to wait for a consultation.
• Tell your regular doctor about advice you receive here.
• Keep your contact details current so we can reach you about your account.

10. Conduct during consultations

• Treat practitioners with respect. Abuse, harassment, sexual advances or threats result in immediate account closure without refund.
• Do not send intimate images. The Platform does not support them and no practitioner may ask for one — if any practitioner does, report it immediately (§16).
• Do not request a practitioner's personal contact details, social media or personal number.
• Do not record consultations (§12).
• Do not pressure a practitioner for a particular medicine or diagnosis.
• Do not use consultations to obtain material for any purpose other than your own care.

11. No off-platform dealings

Practitioners are prohibited from soliciting off-platform dealings under the Practitioner Terms, and doing so is grounds for removal.

12. Recording and screenshots

• Do not record, screen-record or photograph a consultation. Recording another person without consent may be unlawful and is a breach of these Terms.
• Do not publish, share or post any part of a consultation, including screenshots of chat.
• Practitioners are equally prohibited from recording you.
• Chat transcripts are stored encrypted and are available to you in your account. That is the proper record.

13. Content and tools

Articles, guides and self-assessment tools are general information, not medical advice, and are not a substitute for consulting a practitioner about your own situation. A tool result is not a diagnosis. See Clinical Safety §9 and §10.

14. Ratings and reviews

• You may rate and review a practitioner you consulted. Reviews are moderated before publication.
• Reviews must describe your own experience honestly. Do not include clinical details you would not want public, your own identity, or another person's.
• We remove reviews that are abusive, defamatory, fake, contain personal data, or breach the Content Policy — including any review making a cure or outcome claim.
• A review is not the route for a safety concern. Report those to [email protected] (§16).

15. Prohibited use

You must not: use the Platform if under 18; consult on another person's behalf without telling the practitioner; create multiple accounts; harass or abuse anyone; send intimate images; record consultations; solicit off-platform dealings; attempt to obtain restricted drugs; misrepresent your symptoms to obtain a prescription; publish consultation content; scrape the Platform or practitioner data; probe its security; or use it for any unlawful purpose.

16. Safety and safeguarding

Where a disclosure triggers a legal obligation — most importantly under the POCSO Act, 2012 where a child has been harmed — we will comply with it, and anonymity does not prevent that. See Clinical Safety §12.

17. Your data

Everything about a consultation here is sensitive. How it is handled — masking, encryption, who can see it, how long it is kept — is set out in the Privacy Policy. In summary: data is held in India, never sold, never shared between practitioners, and never used to train AI models.

18. Records and retention

• Consultation records, advice notes and prescriptions are kept in your account and available to you.
• Medical records carry statutory retention obligations. Closing your account does not delete records we are legally required to keep — see Privacy Policy §13.
• You may export your data at any time.
• Practitioners have their own record-keeping obligations under the Telemedicine Practice Guidelines.

19. Availability

The Platform is provided on an "as available" basis, without uptime commitment. Practitioner availability varies and is not guaranteed. Never rely on the Platform being available when you need it — that is one of several reasons it is not for emergencies.

20. Intellectual property

Caresoft retains all rights in the Platform, its content, tools and the marks used. Content is licensed to you for personal, non-commercial use. You retain rights in what you write; you grant us a licence to store and process it to provide the service, and to display moderated reviews you publish.

21. Warranties

We warrant that we will provide the Platform with reasonable skill and care, and that we verify practitioners as described in Clinical Safety §8.

22. Limitation of liability

23. Indemnity

You will indemnify us against claims and costs arising from: your breach of these Terms; use of the Platform by a person under 18 through your account; information you gave that was false; your publication of consultation content; or your unlawful use of the Platform.

24. Suspension and closure

• You may close your account at any time. Closure honours medical record retention — see §18.
• We may suspend or close an account immediately for breach of §10, §11, §12 or §15, for use by a minor, for fraud, or where we reasonably believe it necessary for someone's safety.
• Where an account is closed for breach, unused wallet balance is dealt with under the Refund Policy.
• Sections 17, 18, 20, 22 and 23 survive.

25. Governing law and disputes

Governed by the laws of India. We will try to resolve any complaint through our grievance process first (§26). Nothing in these Terms removes your right to approach a consumer forum or any other remedy available to you under law. Subject to that, the courts at [Mumbai, Maharashtra] have jurisdiction.

26. Grievance redressal

Grievance Officer (Information Technology Act, 2000; Digital Personal Data Protection Act, 2023)
Name: Rajeev Pillai  |  Email: [email protected]
Address: [ 311, Mahesh Industrial Estate , Silver Park, Mira Road East , Thane -401107]
Acknowledgement within 24 hours; resolution within 15 days.

Clinical complaints about a practitioner may also be made to their medical council.

27. General

• Entire agreement — these Terms and the incorporated documents.
• Assignment — you may not assign. We may assign to an affiliate or in a merger or sale of assets.
• Notices — to your registered mobile or email, or in-app.
• Severability, waiver — standard. These Terms are an electronic record under the Information Technology Act, 2000.
• Amendment — material changes on [15] days' notice in-app or by message. Changes to clinical safety or crisis handling follow Clinical Safety §19.
• Language — where these Terms are translated, the English version governs in case of conflict.