ONLINE CONSULTATION POLICY

Sanan Web App
Operated by Sana Relief Initiative LLP

1. INTRODUCTION & SCOPE

This Online Consultation Policy (“Policy”) governs the facilitation of teleconsultation services through the Sanan Web App (“Platform”), owned and operated by Sana Relief Initiative LLP (“Sanan”, “Company”, “we”, “us”, “our”).

The Platform enables users (“Patients”) to consult with independent, licensed medical practitioners (“Practitioners”) via electronic communication methods including video, audio, chat, or asynchronous messaging.

2. ROLE OF SANAN (INTERMEDIARY DISCLAIMER)

• Sanan acts solely as a technology facilitator and intermediary.
• Sanan does not provide medical advice, diagnosis, treatment, or prescriptions.
• Sanan does not employ, control, supervise, or direct Practitioners.
• All medical decisions, opinions, prescriptions, and advice are the sole and independent responsibility of the consulting Practitioner.

Use of the Platform does not create a doctor–patient relationship between Sanan and the user.

3. REGULATORY COMPLIANCE

Online consultations facilitated through Sanan are conducted in accordance with:

• Telemedicine Practice Guidelines issued by MoHFW, Government of India
• Drugs and Cosmetics Act, 1940 and applicable Rules
• Information Technology Act, 2000
• Consumer Protection Act, 2019
• Applicable AYUSH / wellness regulations (where relevant)

4. ELIGIBILITY TO USE CONSULTATION SERVICES

By booking a consultation, you confirm that:

• You are 18 years or older, or a legal guardian acting for a minor
• You are located within India at the time of consultation
• You are seeking consultation for non-emergency medical or wellness concerns
• You are legally competent to provide consent

Sanan reserves the right to deny access if eligibility conditions are not met.

5. NON-EMERGENCY SERVICES ONLY

Online consultations via Sanan are not intended for emergency or critical care, including but not limited to:

• Chest pain or suspected cardiac conditions
• Severe trauma or bleeding
• Loss of consciousness
• Suicidal ideation or acute psychiatric emergencies
• Life-threatening allergic reactions

In such cases, you must immediately seek in-person medical care or emergency services.

6. INFORMED CONSENT & LIMITATIONS OF TELECONSULTATION

By proceeding, you expressly acknowledge and agree that:

• Teleconsultation has inherent limitations due to lack of physical examination
• Medical advice is based entirely on information provided by you
• There is a possibility of misinterpretation, delayed diagnosis, or differing outcomes
• Teleconsultation may not be suitable for all medical conditions

Your continued use constitutes explicit informed consent.

7. ACCURACY OF INFORMATION & USER OBLIGATIONS

You agree to:

• Provide complete, accurate, and truthful medical information
• Disclose all relevant symptoms, history, medications, allergies, and reports
• Upload genuine and clear medical documents when required

Sanan shall not be liable for consequences arising from inaccurate, incomplete, or misleading information provided by you.

8. CAREGIVER / THIRD-PARTY CONSULTATIONS

If consultation is booked by a caregiver or relative:

• You confirm you are legally authorized to act on behalf of the patient
• You accept responsibility for accuracy of information shared
• Advice and prescriptions are intended acknowledged to be for the patient only

Sanan shall not be responsible for misuse or unauthorized sharing of medical advice or prescriptions.

9. PRESCRIPTION ISSUANCE & LIMITATIONS

• Issuance of prescriptions is entirely at the Practitioner’s discretion
• Practitioners may refuse to prescribe based on medical judgment or regulatory restrictions
• Sanan does not guarantee that a prescription will be issued
• Prescriptions are valid only for the period specified by the Practitioner
• Prescriptions may be subject to additional internal compliance checks before order fulfillment

10. CONSULTATION FEES & PAYMENT TERMS

• Consultation fees are displayed before booking
• Fees are payable in advance via approved payment methods
• Once a consultation is completed, fees are non-refundable
• If consultation fails due to a verified technical issue attributable solely to Sanan, rescheduling or refund may be offered at Sanan’s discretion

11. DATA SHARING, RECORD KEEPING & CONSENT

By using consultation services, you consent that:

• Consultation records, prescriptions, and communication logs may be stored for legal, clinical, and compliance purposes
• Practitioners may share your prescription and relevant medical data with Sanan to facilitate product fulfillment
• Data will be handled in accordance with Sanan’s Privacy Policy and Indian data protection laws

12. LIMITATION OF LIABILITY

To the maximum extent permitted by law:

• Sanan disclaims all liability for medical advice, diagnosis, or treatment outcomes
• Sanan shall not be liable for adverse reactions, treatment failure, or complications
• Sanan’s aggregate liability, if any, shall be limited to the consultation fee paid

13. INDEMNITY

You agree to indemnify and hold harmless Sana Relief Initiative LLP, its partners, directors, employees, and affiliates against any claims, losses, penalties, or legal actions arising from:

• Misuse of medical advice or prescriptions
• Failure to follow practitioner instructions
• Inaccurate disclosures
• Unauthorized third-party use of consultation outcomes

14. TECHNOLOGY & PLATFORM LIMITATIONS

Sanan shall not be responsible for:

• Internet connectivity failures
• Device incompatibility
• Platform downtime due to maintenance or force majeure
• Call drops or latency beyond reasonable control

15. RIGHT TO REFUSE, TERMINATE OR SUSPEND

Sanan and/or Practitioners reserve the right to:

• Refuse or terminate a consultation at any time
• Suspend or block users for abuse, misuse, or policy violations
• Deny future access without obligation to provide justification

16. NO GUARANTEES OR WARRANTIES

Sanan makes no guarantees or warranties regarding:

• Accuracy of medical outcomes
• Suitability of advice
• Effectiveness of treatment
• Prescription approval

All consultations are provided on an “as-is” and “as-available” basis.

17. POLICY MODIFICATIONS

Sanan reserves the right to update this Policy at any time. Continued use of the Platform constitutes acceptance of the revised Policy.

18. GOVERNING LAW & JURISDICTION

This Policy shall be governed by Indian law.
Courts in Mumbai, Maharashtra shall have exclusive jurisdiction.

19. CONTACT DETAILS

Sana Relief Initiative LLP
📍 FLAT NO 702, 7TH FLOOR,
A WING, EVERSHINE COSMIC CHSL,
NEAR GLOBAL CHEMBAR,
NEW LINK ROAD, ANDHERI,
MUMBAI – 400053, MAHARASHTRA, INDIA

📧 support@sananlife.com
🧾 GSTIN: 27AFLFS8965G1Z7