Terms of Use

These Terms of Use apply when you access or use WELCOMEHEΛLTH website, public pages, articles, search, saved article features, contact forms, service enquiries, care guide support, account access, billing-linked flows, profile workspace features, family dashboard callback requests, documents, and related services.

By using the service, creating an account, submitting an enquiry, requesting a callback, using the care guide, starting a profile workflow, or continuing to use the website, you agree to these Terms and the Privacy Policy. If you do not agree, do not use the service.

Additional written terms, consent language, plan terms, payment terms, or service-specific notices may apply to particular features. If there is a conflict, the more specific terms for that feature apply to that feature.

For a paid or coordinated service, the relevant plan, written care plan, service confirmation, estimate, or checkout terms form the Service-Specific Agreement. They should identify the beneficiary, included services, fees, duration, approved provider arrangements, and any service level commitment.

In these Terms, the following expressions have the meanings set out below:

Beneficiary

The individual for whom a User or Sponsor requests, arranges, or pays for Services.

Care Guide

WELCOMEHEΛLTH’s human assisted or automated support feature for non-urgent information, account support, and service coordination.

Privacy Policy

WELCOMEHEΛLTH’s privacy policy available on the website, as updated from time to time.

Service-Specific Agreement

The applicable plan, written care plan, service confirmation, estimate, checkout terms, or other written terms governing a particular paid or coordinated service.

Service or Services

The website and the information, account support, billing, family dashboard, profile workspace, care facilitation, and related services provided by WELCOMEHEΛLTH under these Terms.

Sponsor

The person or entity identified in the applicable account, plan, checkout record, Service-Specific Agreement, or written communication as arranging or paying for Services for a Beneficiary.

Sponsor Approval

The Sponsor’s prior express approval, provided in writing or through a recorded electronic channel accepted by WELCOMEHEΛLTH, for a specified third-party or out-of-pocket cost and any stated spending limit. Sponsor Approval may be included in a Service-Specific Agreement. It does not by itself establish authority to access or disclose the Beneficiary’s personal data, consent to clinical treatment, or authorise expenditure beyond its stated scope.

Terms

These Terms of Use, together with any terms expressly incorporated into them.

User, you, or your

A person who accesses or uses the website or Services, including a Sponsor, Beneficiary, or authorised representative, as applicable.

WELCOMEHEΛLTH, we, us, or our

The operator of the WELCOMEHEΛLTH website and the provider of the Services.

The service is intended for adults. If you use WELCOMEHEΛLTH on behalf of a family member, senior, caregiver, patient, dependent, organization, or another person, you are responsible for having the authority and consent needed to do so.

You must provide accurate information and keep it reasonably current. We may ask for verification before acting on account, profile, billing, document, care coordination, family dashboard, deletion, correction, or access requests.

Where you arrange care for another adult, payment or family relationship alone does not establish authority over that person. We may verify the relationship, authority, and consent before acting on instructions, disclosing information, or changing family dashboard access.

Where reasonably practicable, we will respect the beneficiary’s own wishes about non-emergency support, family updates, and access to their information. We may pause access, sharing, or coordination if authority is unclear, disputed, withdrawn, or inconsistent with a safeguarding concern. We do not decide family, guardianship, property, capacity, or medical-consent disputes.

WELCOMEHEΛLTH provides preventive-health reading, article discovery, non-urgent service guidance, enquiry routing, signed-in family dashboard callback requests, account access, profile workspace support, family coordination tools, billing-linked activation support, and operational care coordination features where available.

For families coordinating support from abroad, WELCOMEHEΛLTH may facilitate non-clinical care coordination, appointment logistics, provider communication, family updates, document organisation, reminders, and operational follow-up, only to the extent stated in the relevant Service-Specific Agreement and available in the beneficiary’s location.

Unless expressly stated in writing for a particular service, WELCOMEHEΛLTH does not undertake clinical assessment, treatment, prescribing, medication administration, ambulance services, hospital admission or discharge decisions, or legal, financial, guardianship, or power of attorney services.

Articles, care guide responses, service pages, care coordination notes, profile workspace information, reminders, and operational follow-up are for general information and coordination support. They are not medical advice, diagnosis, treatment, medication adjustment, prescription, clinical interpretation, or emergency decision support.

If you have an urgent or emergency situation, contact local emergency services or a qualified healthcare professional immediately. Do not rely on the website, care guide, contact forms, family dashboard callback requests, email, family dashboard messages, or profile workspace tools for urgent medical needs.

If WELCOMEHEΛLTH helps schedule or coordinate with an external doctor, hospital, lab, nurse, caregiver, pharmacy, diagnostic provider, or other professional, that external provider remains responsible for the clinical or professional service they provide.

For an emergency in India, call local emergency services, including 112 where appropriate, or seek immediate help from a qualified healthcare professional. If we reasonably believe that there may be an immediate risk to life or safety, we may contact the emergency contact, emergency services, or an appropriate provider using the information available to us. This does not create a duty to continuously monitor the beneficiary or guarantee a particular response or outcome.

You are responsible for keeping your account credentials, OTPs, reset links, device access, and session access secure. Do not share passwords, OTPs, reset links, or account access with anyone who is not authorized to use the account.

You must notify us if you believe your account, family dashboard access, profile workspace access, email address, phone number, or payment-linked access has been compromised or used without permission.

We may limit, suspend, or end access where we believe it is needed to protect users, family records, service integrity, account security, billing integrity, legal requirements, or operational safety.

A family dashboard invitation or account credential is personal to the recipient. It does not grant authority beyond the access level we approve. We may verify, change, suspend, or remove access to protect the beneficiary, records, account security, service integrity, legal requirements, or operational safety.

You agree that you will not misuse the service or interfere with its operation.

• Do not submit false, misleading, unlawful, harmful, abusive, defamatory, infringing, or unauthorized information.
• Do not impersonate another person or claim authority over another person’s information unless you have that authority.
• Do not send medical records, urgent health details, OTPs, passwords, payment instrument details, or unnecessary sensitive information through public forms or the care guide unless a specific secure workflow asks for it.
• Do not attempt to access accounts, profile workspaces, family dashboard data, documents, admin tools, systems, APIs, or records that you are not authorized to access.
• Do not scrape, harvest, crawl, copy at scale, resell, republish, or build datasets from the service except where we have given written permission or the law requires access.
• Do not upload malware, probe security controls, bypass access restrictions, overload the service, or interfere with service availability.

You must promptly tell us about a material change to the beneficiary’s emergency contacts, access permissions, address, relevant provider instructions, or the authority on which you ask us to act. You remain responsible for obtaining professional advice for medical, legal, financial, tax, insurance, and emergency decisions.

The website, articles, summaries, page design, software, logos, graphics, product flows, and other materials are owned by WELCOMEHEΛLTH or its licensors unless another source is identified.

You may use public website content for personal, non-commercial reading and family decision support. You may not copy, modify, distribute, sell, sublicense, remove attribution from, or use the content for commercial purposes without written permission.

Article information may be based on public health literature, third-party sources, or editorial review. It may not be complete, current for every individual circumstance, or suitable for a specific medical decision. Always consult a qualified healthcare professional for medical questions.

The care guide may help with service FAQs, article guidance, account questions, family dashboard guidance, and non-urgent follow-up. It may not always understand your situation correctly and should not be used for diagnosis, treatment, medication changes, urgent symptoms, or emergency decisions.

Messages submitted through contact forms, family dashboard callback requests, profile workflows, family dashboard messages, email, or other communication channels may be reviewed by the team for follow-up, service delivery, safety, billing support, account support, and operational review.

We may contact you using the details you provide where you request contact, consent to follow-up, create an account, begin a profile workflow, request service support, or where communication is needed for account, billing, service, safety, or legal reasons.

Where a care guide or support feature uses an automated or model assisted function, it may be incomplete, inaccurate, or unsuitable for your circumstances. It is not a substitute for a qualified professional. You may request human follow up for a service, account, or coordination question.

We may keep records of service related calls, messages, and notes where permitted by law and reasonably necessary for service delivery, quality, safety, billing, dispute resolution, or compliance. Where notice or consent is required for recording, we will provide it.

Profile workspace, family dashboard, document, care coordination, visit, medication support, caregiver, and related operational records may contain sensitive or healthcare-adjacent information. You must only provide or request access to this information when you have the right authority and consent.

Documents uploaded or shared through the service remain the responsibility of the person or provider who created or supplied them. WELCOMEHEΛLTH does not become the author of a prescription, lab result, discharge summary, clinical opinion, or external provider record because it stores, displays, summarizes, routes, or helps organize that record.

We may restrict, remove, or require verification for profile, family, document, caregiver, or care coordination access where authority is unclear, disputed, withdrawn, or inconsistent with service safety.

You retain ownership of the documents and information you submit. You grant WELCOMEHEΛLTH a limited right to store, organise, transmit, and display them only as needed to provide the agreed service, support the account, maintain security, meet legal obligations, and resolve disputes. We will not share them with a family member or provider unless you have authorised that sharing, the beneficiary has consented where appropriate, or a lawful requirement applies.

Paid services, profile activation, subscriptions, plan changes, renewals, and payment-linked access may be subject to plan-specific and checkout-specific terms shown before payment. You are responsible for reviewing plan, price, billing term, renewal, and cancellation details before paying.

Unless applicable law requires otherwise or WELCOMEHEΛLTH approves a limited exception after review, prepaid fees are non-refundable after payment. Support may review confirmed duplicate charges, technical billing errors, unauthorized or fraudulent charges after review, or refunds required by applicable law.

Payment processing and provider-backed refund handling may be supported by Razorpay. Do not send full payment instrument details through public forms, care guide messages, email, or family dashboard messages.

Third-party provider fees, medicines, diagnostics, transport, equipment, and other out-of-pocket costs are payable only where the relevant plan, service confirmation, or Sponsor Approval identifies them. We will not incur a charge outside the agreed scope without approval, except where an immediate safety action is reasonably required and permitted by the Service-Specific Agreement or applicable law.

For recurring or renewal payments, the checkout or plan terms will state the billing interval, cancellation method, and any notice period. Suspension for non-payment does not prevent a beneficiary from seeking emergency or clinical help independently.

The service may link to or coordinate with third-party websites, hospitals, doctors, labs, pharmacies, payment providers, caregivers, email providers, infrastructure providers, or other service providers.

Third-party services may have their own terms, privacy notices, fees, clinical standards, availability, security practices, and support processes. WELCOMEHEΛLTH is not responsible for third-party websites or for clinical or professional services provided by external providers.

Unless a Service-Specific Agreement expressly states otherwise, an external provider remains independent. We may facilitate an introduction or operational coordination, but we do not guarantee a provider’s availability, suitability, credentials, conduct, clinical judgment, price, or outcome. This does not limit responsibility for our own acts or omissions where liability cannot lawfully be excluded.

By accepting these Terms, you represent and warrant that:

• You are at least 18 years old (or the age of majority in your jurisdiction) and have the legal capacity to enter into a binding agreement.
• All information you provide during onboarding is accurate, complete, and not misleading.
• You hold all necessary rights and authorizations to take Services and to grant the rights herein.
• You will comply with all applicable laws, regulations, and WELCOMEHEΛLTH policies when taking Services.

The Privacy Policy explains how WELCOMEHEΛLTH handles personal data, service provider sharing, public analytics, retention, and privacy requests.

Do not use the service to submit another person’s information unless you have the authority and consent needed to do so. Privacy, access, correction, deletion, consent-withdrawal, and grievance requests may require verification before action is taken.

If you withdraw consent for future contact, request a change to family access, or ask to correct, delete, or restrict information, we will review the request under the Privacy Policy. We may retain information needed for active service delivery, account security, billing, refunds, tax, audit, dispute, safety, or legal reasons.

We may update, change, pause, restrict, replace, or discontinue parts of the service. We may also update these Terms from time to time. The updated Terms apply when posted, unless a different effective date is stated.

The service may be unavailable because of maintenance, operational issues, third-party outages, internet problems, security events, product changes, or other causes. We do not promise uninterrupted or error-free access.

We may be delayed or unable to provide all or part of a service because of events outside our reasonable control, including severe weather, public-health events, government action, civil unrest, transport disruption, telecommunications or internet failure, security incidents, or third-party provider outages. We will use reasonable efforts to communicate material disruption and resume the affected service where practicable.

The service is provided for general information, service coordination, account support, and operational follow-up. To the fullest extent permitted by applicable law, WELCOMEHEΛLTH provides the service without warranties that it will be uninterrupted, error-free, complete, current for every circumstance, or suitable for a specific medical, clinical, legal, financial, tax, or emergency decision.

Nothing in these Terms limits rights that cannot legally be limited. Where liability cannot be excluded, it is limited to the extent permitted by applicable law.

You agree to use reasonable care when relying on the service and to seek qualified professional advice where your situation requires medical, clinical, legal, financial, tax, or emergency judgment.

To the fullest extent permitted by law, WELCOMEHEΛLTH is not liable for an indirect, incidental, special, consequential, or punitive loss, or for loss arising from an external provider’s independent clinical or professional service. For a claim arising from a paid service, WELCOMEHEΛLTH’s total liability will not exceed the fees paid to WELCOMEHEΛLTH for the affected service in the three months before the event giving rise to the claim. These limits do not apply where they would be unlawful and do not exclude rights that cannot lawfully be excluded.

Term. These Terms commence upon your acceptance (for example, checking “I agree” during onboarding) and continue until terminated as described below.

Termination by you. You may terminate your relationship with WELCOMEHEΛLTH at any time by ceasing to take Services and notifying us. You have to pay any outstanding amount owed, subject to any holds for refunds or disputes.

Termination by WELCOMEHEΛLTH. WELCOMEHEΛLTH may suspend or terminate your access or ability to provide Services (including removing your profile) at any time, with or without cause, by providing written notice. Immediate termination (without notice) may occur if you:

• Violate any WELCOMEHEΛLTH Terms, community guidelines, or applicable law.
• Engage in fraud, harassment, or misconduct toward any User or WELCOMEHEΛLTH staff or representative.
• Are involved in a data breach or misuse of User data.
• Commit gross negligence in providing Services.

Consequences of termination. Termination does not affect obligations or rights that arose before termination. Clauses relating to payment obligations, confidentiality, privacy, intellectual property, disclaimers, limitation of liability, dispute resolution, and any provisions intended by their nature to continue will survive termination.

You agree to indemnify and hold harmless WELCOMEHEΛLTH, its team, Care Guides, and authorised service partners from third-party claims, losses, or reasonable legal costs arising from your breach of these Terms, misuse of the website or Services, inaccurate or unauthorised information or instructions provided by you, or failure to obtain required consent or authority from the beneficiary or relevant family member.

This includes disputes regarding family authority, consent, access to information, payments, or instructions given to WELCOMEHEΛLTH. This obligation does not apply to the extent a claim arises from WELCOMEHEΛLTH’s negligence, wilful misconduct, fraud, or breach of applicable law.

These Terms are governed by the laws of India. If a dispute arises, you and WELCOMEHEΛLTH will first try to resolve it in good faith by contacting each other in writing. If the dispute is not resolved within 30 days, it will be subject to the exclusive jurisdiction of the courts at Chandigarh, India. Nothing in this clause limits any consumer or other legal right that cannot lawfully be excluded.

For questions about these Terms, contact WELCOMEHEΛLTH using the details below. Do not include medical records, payment instrument details, passwords, OTPs, reset links, or unnecessary health details in the first message.

For a service, safety, billing, access, or privacy concern, please state the nature of the request and the email address or phone number connected to the account. We may request further information to verify identity and authority before discussing another person’s information or instructions.

Where WELCOMEHEΛLTH relies on your consent, we will ask for it clearly and use your personal data only for the stated purpose. This may include responding to your enquiry, providing account, dashboard, billing, family coordination, or care support services, and sharing information with authorised team members or service providers where needed to provide those Services.

By giving consent, you confirm that the information you provide is accurate and that you have the necessary authority and consent to share information about any beneficiary, family member, caregiver, or other person.

You may withdraw consent at any time by contacting support@welcomehealth.life or using any available account or privacy request option. Withdrawal will not affect processing already carried out lawfully, but may limit our ability to provide the relevant Service. We may retain information where necessary for security, billing, dispute resolution, legal, tax, audit, or record keeping purposes.

We will seek separate consent where required for optional purposes, including marketing communications or any use not necessary to provide the requested Service.