Introduction and Acceptance
These Terms and Conditions ("Terms") govern your access to and use of the website centosa.in and any services offered through it (collectively, the "Platform"), operated by [Centosa], having its principal place of business at [Medicover Financial district] ("Centosa", "we", "us", "our").
By accessing, browsing, registering on, or booking any service through the Platform, you ("you", "user", "patient") confirm that you have read, understood and agree to be bound by these Terms and by our Privacy Policy. If you do not agree, please do not use the Platform.
These Terms constitute an electronic record under the Information Technology Act, 2000 and the rules made thereunder, and do not require any physical or digital signature.
About Our Services
Centosa is a clinical practice in the fields of Otorhinolaryngology (ENT) and Audiology and Speech-Language Pathology. Clinical services are delivered by:
- Registered Medical Practitioners (ENT Specialists) registered with the STATE Medical Council / National Medical Council, Registration Nos. Dr. Ashwini Kumar, MS, ENT [34753], Dr Kushal D, MS ENT [78452]
- An Audiologist, Ravindar Varakala registered with the Rehabilitation Council of India (RCI), CRR No. [A16996] — Indian Speech and Hearing Association (ISHA) — L 14333
Through the Platform we offer:
- Information about our clinicians, clinical services, facilities and educational content;
- Appointment requests for in-person consultations and diagnostic procedures;
- Teleconsultation with our Registered Medical Practitioners, conducted in accordance with the Telemedicine Practice Guidelines, 2020;
- Secure access to reports — audiological, vestibular and other diagnostic reports generated at our facility.
We do not sell any product, device, medicine or service for purchase online through this Platform.
Eligibility
You must be at least 18 years of age and legally competent to contract under the Indian Contract Act, 1872 to create an account or book services on your own behalf.
If you are booking on behalf of a minor, an elderly person, or a person with a disability, you confirm that you are their parent or lawful guardian and are authorised to share their health information and consent to their care.
Nature of Information — Not Medical Advice
All content on the Platform — including articles, videos, FAQs, condition descriptions and self-assessment material — is provided for general educational purposes only.
- It is not a diagnosis, treatment plan, prescription or medical advice.
- It is not a substitute for an in-person examination by a qualified clinician.
- No physician–patient relationship is created merely by browsing the Platform, submitting an enquiry, or requesting an appointment. Such a relationship arises only when a clinician formally accepts and commences a consultation.
Never disregard or delay seeking professional medical advice because of something you have read on the Platform.
Medical Emergencies
The Platform is not designed for and must not be used in a medical emergency.
Messages, forms and appointment requests submitted on the Platform are not monitored in real time.
Appointments
6.1 Request, not confirmation
Submitting an appointment form is a request. Your appointment is confirmed only when you receive a confirmation from our clinic by SMS, WhatsApp, email or telephone.
6.2 Accuracy
You must provide accurate, current and complete information. We are not responsible for missed appointments arising from incorrect contact details.
6.3 Rescheduling and cancellation
Please inform us at least [24] hours in advance if you cannot attend. Repeated no-shows may result in restrictions on future online booking.
6.4 Changes by us
Clinician availability may change at short notice due to emergencies, surgical commitments or other reasons. We will make reasonable efforts to inform you and offer an alternative slot. We are not liable for any loss, cost or inconvenience caused by such changes.
6.5 Waiting times
Scheduled times are indicative. Clinical priorities may cause delays.
Teleconsultation — Specific Terms
Teleconsultations are governed by the Telemedicine Practice Guidelines, 2020 issued under the Indian Medical Council (Professional Conduct, Etiquette and Ethics) Regulations, 2002, as amended, together with these Terms.
7.1 Consent
By initiating a teleconsultation, you provide your consent to consultation by electronic means. Consent will be explicitly recorded where the consultation is initiated by the clinician or a caregiver.
7.2 Identity
Both you and the clinician will identify yourselves at the start of the consultation. You must not permit any other person to use your appointment or impersonate the patient.
7.3 Clinical discretion
The clinician has absolute discretion to determine whether a condition can be safely addressed remotely. The clinician may, at any point, decline to proceed, limit the scope of advice, or require an in-person examination. Fees for the time spent may still apply.
7.4 Limits of remote care
ENT and audiological practice is substantially dependent on physical examination — otoscopy, endoscopy, tuning-fork tests, audiometry, tympanometry, vestibular testing and imaging. A teleconsultation cannot replicate these. Diagnoses and advice offered remotely are necessarily provisional.
7.5 Prescriptions
Only our Registered Medical Practitioners may issue prescriptions, strictly within the categories permitted by the Telemedicine Practice Guidelines. Prohibited (List X) drugs and narcotic or psychotropic substances will never be prescribed via teleconsultation. Our Audiologist and Speech-Language Pathologist do not prescribe medicines.
7.6 Your responsibilities
You must disclose complete and truthful medical history, current medications, allergies and prior investigations. Withholding or misstating information may lead to inappropriate advice, for which we bear no responsibility.
7.7 Technology
Teleconsultation depends on your device, internet connection and third-party communication platforms. We are not responsible for dropped calls, poor audio or video quality, delays or failures caused by such factors. If a consultation fails for technical reasons before meaningful clinical interaction, we will offer a reasonable rescheduling.
7.8 No recording
You must not record, photograph, screenshot, transmit or publish any part of a teleconsultation without our prior written consent. We may maintain records of the consultation as required by law and our Privacy Policy.
7.9 Not for emergencies
Teleconsultation must never be used for emergency or acute deteriorating conditions. See Section 5.
Reports and Records Access
Where we make diagnostic reports available electronically:
- Reports are provided for your personal use and for sharing with your treating clinicians.
- Reports must be interpreted by a qualified professional. Numerical values, audiograms, tympanograms and vestibular traces read in isolation may be seriously misleading.
- You are responsible for maintaining the confidentiality of any access credentials, one-time passwords or links sent to you.
- Do not alter, edit or partially reproduce our reports. Reports are issued in respect of a specific patient on a specific date and must not be represented as current findings thereafter.
No Guarantee of Clinical Outcome
Medicine, audiology and rehabilitation are not exact sciences. Nothing on the Platform, and nothing said by our staff or clinicians, constitutes a guarantee, warranty or assurance of any particular result, cure, degree of hearing benefit, resolution of tinnitus or vertigo, or speech or language outcome. Individual results vary based on pathology, anatomy, comorbidities, compliance and other factors.
Any success rates, ranges or timelines mentioned are general population estimates drawn from published literature and clinical experience, not predictions for your case.
Payments
No payment is collected through this Platform. All professional fees, diagnostic charges and device costs are payable directly at our clinic through our authorised billing counter, against a valid receipt.
User Obligations & Prohibited Conduct
You agree not to:
- Provide false, misleading or another person's information without authority;
- Use the Platform for any unlawful, fraudulent or abusive purpose;
- Upload any content that is defamatory, obscene, harassing, infringing, or that contains a virus or malicious code;
- Attempt to gain unauthorised access to the Platform, its servers, databases or another user's records;
- Use automated means (bots, scrapers, crawlers) to access or extract data from the Platform;
- Copy, reproduce, republish or commercially exploit any content from the Platform;
- Post reviews, testimonials or content on our behalf, or solicit others to do so;
- Interfere with the security or proper functioning of the Platform.
We may suspend or terminate your access without notice for breach of these Terms.
Intellectual Property
All content on the Platform — text, graphics, logos, the name and mark "Centosa", clinical illustrations, photographs, videos, protocols, report formats, layout and software — is owned by or licensed to us and is protected under the Copyright Act, 1957, the Trade Marks Act, 1999 and other applicable laws.
You may view and print content for personal, non-commercial use only. Any other use, including reproduction, adaptation, distribution or use for training machine-learning systems, requires our prior written permission.
Third-Party Links, Platforms & Content
The Platform may contain links to, or integrate with, third-party services such as video-consultation platforms, messaging services, mapping services and analytics providers. We do not control and are not responsible for their content, availability, security or privacy practices. Your use of such services is governed by their own terms.
Disclaimer of Warranties
The Platform is provided on an "as is" and "as available" basis. To the maximum extent permitted by law, we disclaim all warranties, express or implied, including merchantability, fitness for a particular purpose, accuracy, and non-infringement.
We do not warrant that the Platform will be uninterrupted, timely, error-free, or free of viruses, or that defects will be corrected. Access may be suspended for maintenance, upgrades or reasons beyond our control.
Limitation of Liability
To the maximum extent permitted under applicable law:
- We shall not be liable for any indirect, incidental, special, consequential, punitive or exemplary damages, or for loss of profits, income, data, goodwill or opportunity, arising out of or in connection with your use of the Platform.
- We shall not be liable for any harm arising from: your reliance on general educational content; incomplete or inaccurate information provided by you; failure or delay of telecommunication or internet services; unauthorised access to your device or credentials; or acts of third-party service providers.
- Nothing in these Terms limits or excludes our liability for professional negligence in the actual provision of clinical care, which remains governed by applicable medical law, the Consumer Protection Act, 2019 and the regulations of the National Medical Council and Rehabilitation Council of India.
- Subject to (c), our aggregate liability arising from your use of the Platform shall not exceed the amount actually paid by you to us for the specific service giving rise to the claim.
Indemnity
You agree to indemnify and hold harmless Centosa, its clinicians, employees and associates from any claim, loss, liability, cost or expense (including reasonable legal fees) arising from your breach of these Terms, your violation of any law, or your infringement of any third-party right.
Force Majeure
We shall not be liable for any failure or delay in performance caused by events beyond our reasonable control, including acts of God, epidemic or pandemic, government restrictions, power or internet failure, strikes, civil unrest, or failure of third-party infrastructure.
Privacy
Your use of the Platform is also governed by our Privacy Policy, which explains how we collect, use, store, share and protect your personal and health information. The Privacy Policy forms an integral part of these Terms.
Amendments
We may modify these Terms at any time. Revised Terms will be posted on this page with an updated "Last Updated" date. Your continued use of the Platform after such posting constitutes acceptance. Please review this page periodically.
Severability & Waiver
If any provision of these Terms is held invalid or unenforceable, that provision shall be severed and the remaining provisions shall continue in full force. Our failure to enforce any right shall not constitute a waiver of that right.
Governing Law & Jurisdiction
These Terms are governed by the laws of India. The courts at [CITY], [STATE] shall have exclusive jurisdiction over any dispute arising out of or relating to the Platform.
Contact Us
[CENTOSA][Medicover Financial District]
Email: [info@centosa.in]
For any question or concern regarding these Terms, please write to us at the email address above.