XpressCure Terms & Conditions

1. Acceptance and scope

By registering for or using an XpressCure service, you agree to these Terms. If you use the platform for a patient or an organisation, you confirm that you are authorised to do so and will explain the relevant terms to that patient.

Nothing in these Terms excludes rights or remedies that cannot lawfully be excluded, including applicable consumer rights. Where a law or binding professional rule conflicts with these Terms, that law or rule will prevail.

2. Platform role and clinical independence

XpressCure provides technology and operational support that connects users with independently responsible registered medical practitioners. A doctor remains responsible for professional judgment, clinical advice, prescriptions, referrals and deciding whether telemedicine is appropriate.

XpressCure does not guarantee a diagnosis, cure, treatment result, doctor availability or that every condition can safely be managed remotely.

3. Registration, identity and account security

• Users must provide accurate, current information and must not impersonate another person.
• Doctors and health workers must provide authentic qualifications, registrations and supporting credentials. XpressCure may verify these details.
• Login credentials, devices and one-time passwords must be kept secure. Suspected unauthorised access should be reported promptly.
• Accounts, certificates and subscription benefits may not be sold, shared or transferred unless XpressCure expressly permits it.

4. Consent and suitability for teleconsultation

Patient consent is required for a teleconsultation. Consent may be implied when a patient initiates a consultation, or expressly recorded where required. An OTP may verify identity or record a specific consent step; it does not create blanket consent for unrelated data use or recording.

The doctor must use professional judgment to select an adequate communication mode, confirm identities as required, and recommend an in-person examination or emergency care when remote consultation is unsafe or insufficient.

5. Meaningful conversation and duration standards

A properly advised consultation should ordinarily include at least 90 seconds of meaningful, real-time conversation between the doctor and patient or authorised caregiver. This is a minimum operational evidence standard—not a promise that 90 seconds is clinically sufficient. Many consultations require substantially more time.

How duration is assessed

• Meaningful conversation begins when the doctor and patient can communicate and clinical interaction starts.
• Ringing, waiting, unanswered time, silence, blank or muted connections and time after disconnection do not count.
• A completed or advised consultation lasting 31–89 seconds may be flagged when the available clinical evidence is insufficient.
• If no meaningful conversation lasts beyond 30 seconds, the consultation receives priority review and may, after due review, be found ineligible for the related consultation payment or service charge.

Documented exceptions

Duration alone does not decide quality. Relevant exceptions may include an immediate emergency referral, patient refusal or disconnection, a narrow follow-up, a technical failure followed by an adequately documented permitted continuation, or another clinically justified circumstance. The doctor should document the reason promptly.

6. Clinical records and prescriptions

• The doctor should record relevant history, assessment, advice, warnings, referral or follow-up plan, and the reason for material limitations.
• A prescription may be issued only after an adequate assessment and must identify the prescribing doctor as required by law.
• Medicines restricted or prohibited for telemedicine must not be prescribed through the platform.
• Where a prescription is appropriate, it should ordinarily be uploaded promptly. A delay—including one exceeding five minutes—may be reviewed, but is not by itself an automatic cancellation or non-payment decision.

7. Consultation Quality Review

XpressCure may review consultations to protect patients, doctors and platform integrity. A review case may contain a proportionate evidence snapshot such as consultation identifiers, timestamps, call metadata, clinical notes, prescription and referral status, permitted communications, technical logs and submitted feedback.

1. An automated rule, user report or authorised reviewer may flag a consultation.
2. The flag opens a case; it is not a final finding.
3. The doctor will ordinarily receive the reason and relevant evidence and may provide an explanation or supporting material within the stated response window.
4. An authorised reviewer records a structured reason and one of these outcomes: Cleared, Explained, Confirmed Violation, Insufficient Evidence or Escalated.
5. The case retains an audit trail. The doctor may request reconsideration within seven days of a final notice by identifying the disputed finding and supplying any new evidence.

8. Payments, credits, subscriptions and settlements

Consultation review status is separate from credit, wallet and withdrawal status. A raw machine flag, short-call signal or pending review does not automatically hold, reverse or deny a payment.

Only after a Confirmed Violation may XpressCure take a separate, explicit settlement action permitted by the applicable contract and law. The action, amount, reason and authorised actor must be separately recorded and notified. Unrelated, undisputed earnings should not be affected.

Prices, cancellation and refund conditions shown at purchase form part of these Terms. A consumer may retain statutory refund or remedy rights even where a product or plan is described as non-refundable. Subscription benefits and health-worker service charges remain subject to the plan displayed at enrolment.

9. Conflict of Interest and Practice Authorization

All doctors are responsible for identifying, declaring, and appropriately managing any actual, potential, or perceived conflict of interest arising from their employment, private practice, institutional affiliation, financial interests, or other professional engagements.

As applicable to the doctor’s declared employment or practice status, XpressCure shall require either:

1. a valid No Objection Certificate (NOC) from the doctor’s employer; or
2. a valid Clinical Establishment/Establishment Registration Certificate for a self-owned clinic or establishment.

The doctor is responsible for ensuring that the declaration and supporting document remain accurate, current, and valid, and for promptly notifying XpressCure of any change.

10. Technical interruptions

Users should make reasonable efforts to maintain a working device and connection. If a call fails, the doctor or health worker should document the failure and use an appropriate permitted alternative or arrange a repeat consultation. Technical failure must not be represented as a completed clinical interaction when no adequate consultation occurred.

11. Privacy, monitoring and recording

XpressCure processes the minimum information reasonably needed to provide the service, protect users, administer billing and review disputes or quality. Access is role-based, and users must protect patient confidentiality.

Call metadata and permitted records may be retained for clinical, legal, billing and quality purposes. Audio, video or screenshots must not be recorded unless users receive appropriate notice and the required consent or other lawful basis exists. Users must not upload unrelated or excessive personal information as supporting evidence.

12. Prohibited conduct

• Fraud, fabricated consultations, false clinical records or credential misuse.
• Unauthorised sharing of patient information, accounts, OTPs or certificates.
• Discrimination, harassment, exploitation, unsafe prescribing or practising beyond professional competence.
• Manipulating call duration, evidence, credits or review records.
• Using the platform for unlawful activity or attempting to compromise its security.

13. Emergencies and service limitations

XpressCure is not an emergency service. In an emergency, users should contact local emergency services or attend the nearest suitable facility. Services may be interrupted by network, device, maintenance or third-party failures. We will use reasonable care in operating the platform, but availability cannot be guaranteed.

14. Suspension and termination

XpressCure may apply proportionate restrictions for a material breach, fraud, patient-safety risk, legal requirement or repeated non-compliance. Except where urgent temporary action is reasonably required to protect people, evidence or the service, the affected user should receive notice of the reason and an opportunity to respond. Termination does not remove accrued legal rights or obligations.

15. Complaints and grievance contact

Questions, review appeals and grievances may be sent to:

Please include the relevant consultation or case ID, but do not send unnecessary medical information through unsecured channels.

16. Governing law and updates

These Terms are governed by the laws of India. Subject to any mandatory consumer forum, statutory remedy or other non-waivable jurisdiction, disputes will be subject to courts of competent jurisdiction in Lucknow, Uttar Pradesh.

We may update these Terms for legal, safety or service changes. Material changes will be communicated through an appropriate channel and will apply from the stated effective date. For the professional telemedicine framework, see the Telemedicine Practice Guidelines.