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Vividh Health

Terms of use

Last updated: 21 May 2026 · Version 1.0

These Terms of Use ("Terms") are a binding agreement between you ("you", "user") and Vividh Health ("Vividh", "we", "us", "our"), operated by [Vividh Health Private Limited], a company incorporated under the Companies Act, 2013, with its registered office at Plot 15, Vasundhara Society, Behind Big Bazar, Piplod, Surat, Gujarat — 395007 (CIN: [to be inserted]; GSTIN: [to be inserted]).

Vividh operates the website, mobile application, and APIs available at vividh.health and related domains (collectively, the "Platform"). By accessing or using the Platform, creating an account, or booking any service, you agree to these Terms and to our Privacy Policy, Refund & Cancellation Policy, and Grievance Redressal Policy, which together form the agreement between us. If you do not agree, please do not use the Platform.

1. About Vividh and the marketplace

Vividh is an online marketplace and technology platform that connects users in India with independent, licensed third-party service providers, including diagnostic laboratories ("Labs"), licensed medical practitioners ("Doctors"), physiotherapists, and pharmacies (collectively, "Providers"), and with independent sample-collection and delivery agents ("Field Partners").

Vividh is not a hospital, diagnostic laboratory, pharmacy, or medical practitioner. Vividh does not itself diagnose, treat, prescribe, dispense, or provide medical advice. All medical, diagnostic, and pharmacy services are rendered by the Providers, who are solely responsible for the lawfulness, quality, accuracy, and outcomes of those services. Vividh's role is to facilitate discovery, booking, scheduling, payment, fulfilment coordination, and report delivery.

2. Definitions

3. Eligibility

You must be at least 18 years of age and competent to contract under the Indian Contract Act, 1872. The Platform is intended for residents of India. You represent that all information you provide is accurate, current, and complete, and that you will keep it updated.

Services for minors: a parent or legal guardian (aged 18+) may book a Service on behalf of a minor by adding them as a Family Member and providing verifiable parental consent at the time of booking. By doing so, you confirm that you are the lawful guardian and that you authorise the processing of the minor's data as described in our Privacy Policy.

4. Account & authentication

Accounts are created and accessed via a one-time password ("OTP") delivered to your mobile number through WhatsApp or SMS. You are responsible for keeping your mobile device, SIM, and OTP secure and confidential. Any activity carried out through your Account is presumed to be by you unless you notify us promptly of unauthorised access at security@vividh.health.

For your protection, sessions are bound to a browser fingerprint and may be automatically logged out if a significant change is detected. We may additionally suspend authentication if we observe abusive, automated, or fraudulent behaviour.

5. Family profiles

You may add Family Members (spouse, parents, children, dependants) under your Account. By adding a Family Member you represent that you are authorised to act on their behalf for the Services you book, including providing their personal and health information to Vividh and to the relevant Providers, and to receive their reports. Where the Family Member is an adult, you are responsible for obtaining their informed consent before adding them.

6. The Services

6.1 Lab tests & test packages

Samples are collected at your address by a Field Partner during a slot you select, transported under temperature-controlled conditions, and processed by a NABL-aligned partner Lab. Reports are delivered in the Platform and, where you opt in, by email. Routine tests target a 24-hour turnaround; specialised tests follow the Lab's published TAT.

6.2 Doctor consults

Doctor consults on Vividh are provided as telemedicine by registered medical practitioners in compliance with the Telemedicine Practice Guidelines, 2020 issued by the Board of Governors in supersession of the Medical Council of India. The Doctor will identify themselves with their registration details. You will be asked for explicit consent before the consult begins. Prescriptions, where issued, follow the categories and restrictions in those Guidelines (List O / List A / List B / Schedule X and similar limits).

Telemedicine is not appropriate for emergencies, conditions requiring physical examination, or situations the Doctor judges to be outside the scope of telemedicine. In such cases the Doctor may decline or refer you to in-person care.

6.3 Physiotherapy sessions

Physiotherapy is delivered by licensed physiotherapists, either at-home or at a partner clinic depending on the package. The physiotherapist is solely responsible for the clinical content and safety of the session.

6.4 OTC medicines

Over-the-counter medicines listed on the Platform are sold by licensed pharmacy partners holding the appropriate Drugs Licences under the Drugs and Cosmetics Act, 1940 and Rules, 1945. Prescription-only medicines are not sold on the Platform. Where a product requires a valid prescription under the Schedules of the Drugs and Cosmetics Rules, the pharmacy partner will not dispense without it. Self-medication decisions are your responsibility; consult a doctor if symptoms persist.

6.5 Vividh AI

Vividh AI is a rule-based assistant that helps you find Services and read report values. Vividh AI is not a doctor and does not provide medical diagnosis or treatment recommendations. Any insight it produces is informational only and is not a substitute for advice from a qualified medical professional.

7. Pricing, taxes, and inclusions

Prices shown on the Platform are inclusive of applicable GST unless stated otherwise. Lab-test prices include free home sample collection within the service area. Doctor consult fees are set by each Doctor. Vividh may run promotions, coupons, or wallet credit; the specific terms of each promotion apply in addition to these Terms. We reserve the right to refuse or cancel orders where a price is displayed incorrectly due to a technical error.

8. Payments and wallet

Payments are processed by our payment partners (currently Cashfree Payments). Card and UPI credentials are entered directly into the payment partner's interface and are not seen or stored on Vividh's servers. By paying, you accept the payment partner's own terms.

Vividh provides an in-app wallet for refunds, cashback, and prepaid balance. Wallet balance is a stored-value record of amounts already paid to Vividh and is not a financial deposit. Wallet balance is non-transferable and non-encashable except as required by law and as set out in the Refund & Cancellation Policy.

9. Cancellations & refunds

Cancellation windows, refund eligibility, and timelines are set out in our Refund & Cancellation Policy, which forms part of these Terms.

10. Reports and medical records

Reports are issued by the Lab or Doctor and made available through the Platform after release by the Provider. Reports may be reviewed by a Vividh-empanelled doctor for plain-language insights; the underlying diagnostic accountability remains with the issuing Provider.

You are responsible for downloading and retaining copies of your reports. We retain medical records for the minimum period required by law and as described in the Privacy Policy.

11. ABDM & ABHA

If you choose to link your ABHA to Vividh, we act as a Health Information Provider ("HIP") and, where applicable, a Health Information User ("HIU") under the ABDM Health Data Management Policy. We will only share or fetch health records pursuant to a valid consent issued through the ABDM Consent Manager, scoped to the purpose, data types, and period you specify. You may revoke any consent at any time from ABHA & consents; revocation operates prospectively.

12. Acceptable use & prohibited conduct

You agree not to:

13. Independence of Providers

Each Provider operates independently. Their licences, qualifications, and registrations are their own; Vividh verifies them at onboarding and on renewal, but ultimate clinical responsibility rests with the Provider. Field Partners are independent contractors engaged for sample collection and delivery and are not employees of Vividh.

14. Emergencies

The Platform is not for medical emergencies. If you are experiencing a medical emergency, call 112 or your nearest emergency service, or go to the nearest hospital immediately. Do not rely on the Platform for time-critical care.

15. Intellectual property

The Platform, including its software, design, text, graphics, logos, databases, and trademarks ("Vividh IP"), is owned by Vividh or its licensors and is protected by applicable laws. We grant you a limited, personal, non-exclusive, non-transferable, revocable licence to use the Platform for your own non-commercial use. All other rights are reserved. Nothing on the Platform may be reproduced, distributed, or used to train machine-learning models without our prior written consent.

16. User content & feedback

If you post reviews, ratings, comments, or other content on the Platform ("User Content"), you grant Vividh a perpetual, irrevocable, worldwide, royalty-free, sub-licensable licence to use, host, store, reproduce, display, and adapt that content for operating and improving the Platform. You represent that your User Content is accurate, lawful, and does not infringe any third-party right. We may remove User Content that violates these Terms or applicable law.

17. Third-party services

The Platform may link to or integrate with third-party services (payment partners, ABDM, WhatsApp Business Cloud, telemedicine infrastructure, analytics, mapping). Those services have their own terms and privacy policies; we are not responsible for their content or practices.

18. Communications

By creating an Account, you consent to receive transactional communications (OTPs, booking confirmations, report alerts, payment receipts) by SMS, WhatsApp, email, or in-app notification. Marketing communications are sent only with your opt-in and can be unsubscribed at any time from account settings. You retain the right to register on the National DND registry; transactional messages are exempt from DND.

19. Suspension and termination

We may suspend or terminate your Account, or restrict access to specific Services, where we reasonably believe you have violated these Terms, engaged in fraud, abused Providers or Field Partners, or where required by law. Where reasonable and lawful, we will notify you in advance and give you an opportunity to be heard.

20. Indemnity

You agree to indemnify and hold harmless Vividh, its directors, employees, and agents from any third-party claims, losses, damages, costs, or expenses arising out of (i) your breach of these Terms; (ii) your misuse of the Platform; (iii) inaccurate information you provided; (iv) your infringement of any third-party right; or (v) any User Content you posted.

21. Limitation of liability

To the maximum extent permitted by applicable law, Vividh is not liable for: clinical outcomes; the accuracy of a Provider's diagnosis, advice, or prescription; missed or delayed Service delivery due to causes outside our reasonable control (including force majeure, network failures, or regulatory action); indirect, incidental, consequential, or punitive damages. Our aggregate liability for any claim related to a Service is capped at the amount you paid Vividh for that specific Service in the three (3) months preceding the claim. Nothing in this clause limits liability where it cannot be excluded by law.

22. Modifications

We may amend these Terms from time to time. Material changes will be notified through the Platform or to your registered mobile number/email at least seven (7) days before they take effect. Continued use after that date constitutes acceptance of the revised Terms.

23. Governing law and jurisdiction

These Terms are governed by the laws of India. Subject to the dispute resolution clause below, the courts at Surat, Gujarat shall have exclusive jurisdiction over any disputes arising out of or in connection with these Terms.

24. Dispute resolution

The parties shall first attempt to resolve any dispute amicably through our Grievance Officer (see Grievance Redressal). If the dispute is not resolved within thirty (30) days, it shall be referred to arbitration by a sole arbitrator under the Arbitration and Conciliation Act, 1996, with the seat and venue at Surat, Gujarat, conducted in English. The arbitral award shall be final and binding.

25. Grievance Officer

In accordance with the Information Technology Act, 2000 read with the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011 and the Consumer Protection (E-Commerce) Rules, 2020, the contact details of our Grievance Officer are published in the Grievance Redressal Policy.

26. Survival, severability, and entire agreement

Clauses relating to intellectual property, indemnity, limitation of liability, governing law, dispute resolution, and any other clause that by its nature should survive shall survive termination. If any provision is held unenforceable, the remaining provisions remain in full effect. These Terms, together with the Privacy Policy, Refund & Cancellation Policy, and Grievance Redressal Policy, constitute the entire agreement between you and Vividh and supersede any prior communications.

27. Contact

For questions about these Terms, write to legal@vividh.health.