GoConsult Terms

These GoConsult Terms and Conditions supplement, and should be read together with, GoClinica's Terms of Use, Privacy Policy, and Cookie Policy. These Terms apply specifically to your use of GoConsult, in addition to GoClinica's Terms of Use.

These Terms apply to:

• •A patient, or their authorized representative, seeking a teleconsultation through GoConsult (the "End-User").
• •A registered medical Practitioner providing a teleconsultation through GoConsult ("Practitioner").

GoConsult is provided in compliance with the Telemedicine Practice Guidelines, 2020, the National Medical Commission Regulations, the Drugs and Cosmetics Act, 1940, and the Narcotic Drugs and Psychotropic Substances Act, 1985.

GoConsult is intended solely for Users located in India, seeking teleconsultation with Practitioners licensed to practice medicine in India.

GoConsult may only be independently availed by a User who has attained the age of 18 years. For teleconsultation for a minor dependent, the parent or lawful guardian shall remain present throughout the entire duration of the teleconsultation.

By using GoConsult, you represent and warrant that:

• •All information provided is true, accurate, and complete.
• •You are seeking the teleconsultation for a genuine health-related purpose.
• •You understand and accept the limitations of teleconsultation.

Assignment and Selection of Practitioner

GoConsult may assign a Practitioner based on factors such as the time of consultation request and health concern, or allow you to select a Practitioner directly. GoClinica does not warrant availability of any specific Practitioner.

Modes of Consultation

A teleconsultation may be conducted by video, audio, or text-based communication depending on the nature of the health concern and the Practitioner's clinical judgment. Video consultation is generally preferred for first-time consultations. A "Follow-Up Consultation" means a subsequent teleconsultation with the same Practitioner for the same condition within six (6) months.

Limitations of Teleconsultation

• •Teleconsultation does not involve a physical examination by the Practitioner.
• •GoConsult is NOT intended for medical emergencies or conditions requiring immediate physical attention.
• •If you experience a medical emergency, immediately contact local emergency services or visit the nearest hospital.
• •GoConsult is a supplementary mode and shall not replace in-person consultation.
• •Advice provided is based on prevailing medical conditions and practices in India.

• •Communicate with a Practitioner solely through the Website; do not use external personal communication channels.
• •Do not raise queries unrelated to a specific health condition or use abusive language.
• •Promptly provide any medical records or documents reasonably requested by the Practitioner.
• •Each paid teleconsultation is intended for one User only.
• •Do not use GoConsult to induce a Practitioner to issue non-compliant prescriptions.

Any prescription issued through GoConsult is based solely on information you provide during the teleconsultation and should not be treated as a final or conclusive medical opinion.

Classification of Medicines (Telemedicine Guidelines)

• •List O: Generally safe medicines (over-the-counter) — prescribable via any mode of teleconsultation.
• •List A: Relatively safer medicines — prescribable via video-based first-time teleconsultation, or any mode for follow-up.
• •List B: Medicines prescribable only during Follow-Up Consultations, solely to modify dosage or duration.

Prohibited Medicines (Not Prescribable via GoConsult)

• •Schedule X medicines (Drugs and Cosmetics Rules, 1945).
• •Narcotic and psychotropic substances.
• •Medication for medical termination of pregnancy.
• •Sedatives, hypnotics, opioids, and fourth-generation antibiotics (except limited follow-up provisions).

Limitations on Certificates

• •A Practitioner cannot issue a leave request or sick leave certificate based on a teleconsultation.
• •A Practitioner cannot issue a medical fitness certificate via teleconsultation (requires in-person physical examination).

Follow-Up Consultations

GoClinica provides a complimentary, round-the-clock chat-based follow-up period for a limited duration following your teleconsultation. Psychology specialty and couples counselling are excluded from complimentary follow-up and require separate packages.

Note: The follow-up chat facility is not intended for urgent or emergency queries. Practitioners respond during their respective clinic/office hours.

GoConsult offers a "Second Opinion" service through Subject Matter Experts (SMEs). You must submit all relevant medical documents before an SME reviews your request.

• •The Second Opinion is based solely on documents submitted and any scheduled teleconsultation.
• •It does not create a physician-patient relationship for ongoing treatment.
• •It is intended to supplement, not substitute, the clinical judgment of your primary treating physician.
• •GoClinica does not guarantee the Second Opinion will align with or differ from your existing diagnosis.

Refunds for Second Opinion

• •Full refund if GoClinica cannot assign an SME due to conflict of interest or unavailability.
• •Non-refundable if you fail to submit adequate documents and the service lapses.
• •Non-refundable once the Second Opinion has been rendered.

Fees are payable in advance. You may request a refund where:

• •The Practitioner acted in contravention of applicable law or Telemedicine Guidelines.
• •The Practitioner does not respond within 10 minutes of the scheduled start time.
• •The Practitioner does not provide a consultation summary or prescription.
• •The Practitioner terminates the teleconsultation unreasonably.

No Refund Situations

• •Teleconsultation terminated due to your abusive conduct.
• •You raised queries unrelated to a specific health condition.
• •The Practitioner provided a consultation summary or prescription.

Refund requests must be raised within three (3) days of the teleconsultation. Approved refunds are processed within seven (7) working days to the original payment method.

• •GoConsult is intended for general, non-emergency healthcare needs.
• •GoClinica does not practice medicine and is not responsible for clinical decisions made by Practitioners.
• •GoClinica does not guarantee the outcome of any teleconsultation.
• •GoClinica shall not be liable for connectivity issues, device malfunction, or third-party infrastructure failures.
• •GoClinica's aggregate liability is subject to the same limits as the Terms of Use (₹2,500).

Any dispute shall be resolved through binding arbitration at Bengaluru in accordance with the Arbitration and Conciliation Act, 1996. See the full Terms of Service for details.