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TERMS OF SERVICE OF CORELATIN

Version 4.6 | Effective Date: October 2026

IMPORTANT NOTICE: BY CREATING AN ACCOUNT, ACCESSING THE PLATFORM, OR CONFIRMING A BOOKING, YOU ACKNOWLEDGE THAT YOU HAVE READ, UNDERSTOOD, AND AGREE TO BE BOUND BY THESE TERMS OF SERVICE, OUR PRIVACY POLICY, AND OUR CANCELLATION & REFUND POLICY, EACH OF WHICH IS INCORPORATED HEREIN BY REFERENCE. IF YOU DO NOT AGREE TO THESE TERMS, YOU MUST NOT ACCESS THE PLATFORM OR BOOK ANY SERVICE.

TABLE OF CONTENTS

ENTITY DISCLOSURE & MANDATORY REGULATORY SUMMARY

Mandatory statutory disclosures pursuant to Rule 4 of the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology Act, 2000.

Legal Entity NameCorelatin
Principal Place of BusinessGhaziabad, Uttar Pradesh, India — 201014
Customer Support Emailsupport@corelatin.in
Customer Support Telephone+91-9870550407
Tax Identifier (GSTIN)Not Applicable (Non-GST Entity)
Payment GatewayCashfree or PayU (as offered at checkout)
Designated Grievance OfficerShubham Tiwari | Email: support@corelatin.in | Phone: +91-9625700843 | Office Hours: Monday to Saturday, 09:00 to 18:00 IST

1. DEFINITIONS AND INTERPRETATION

1.1 Defined Terms. In these Terms, unless the context otherwise requires, the following expressions have the meanings assigned to them below:

  • (a) "Account" means the registered digital profile created by a Client to access the Platform, view transaction history, and contract for Services.
  • (b) "Client" or "User" means any natural person of at least eighteen (18) years of age who registers an Account, executes a booking, or otherwise uses the Platform, whether acting for their own benefit or on behalf of a Patient, including Non-Resident Indians (NRIs) booking Services for family members located within India.
  • (c) "Companion" means an independent logistical contractor onboarded by Corelatin under a separate Independent Contractor Agreement to provide physical, Non-Medical Support to a Patient or to execute Document Services. A Companion is not an employee, worker, agent, or clinical representative of Corelatin, subject strictly to Section 5.
  • (d) "DPDPA" means the Digital Personal Data Protection Act, 2023, read with the Digital Personal Data Protection Rules, 2025, and all applicable notifications, circulars, and subordinate guidelines issued thereunder. As at the Effective Date of these Terms, DPDPA's core substantive obligations — including its consent architecture and data-principal rights — have not yet commenced in full; see Section 22.1.
  • (e) "Grievance Officer" means the designated authority appointed by Corelatin pursuant to Rule 4 of the Consumer Protection (E-Commerce) Rules, 2020, and, solely in respect of User Content hosted under Section 17, Rule 3 of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021. For the avoidance of doubt, Corelatin's core Non-Medical Support and Document Services are provided by Corelatin as a principal service provider and are not offered, and shall not be construed as offered, under any intermediary safe-harbor framework.
  • (f) "Non-Medical Support" means logistical and navigational coordination within a hospital or healthcare facility, physical queue and token management, non-clinical billing coordination, physical collection of sealed reports and prescriptions from hospital counters, accompanied mobility assistance as directed by facility personnel, emotional companionship, and relay of factual logistical status updates. Non-Medical Support expressly excludes diagnosis, clinical triage, medical advice, nursing interventions, drug administration, wound handling, or any act requiring registration under the National Medical Commission Act, 2019, or the Indian Nursing Council Act, 1947.
  • (g) "Patient" means the natural person who is the intended recipient of Non-Medical Support or the subject of Document Services, who may be the Client or another natural person represented by the Client pursuant to Section 7.
  • (h) "Platform" means the Corelatin web portals, mobile sites, application programming interfaces (APIs), automated booking workflows, WhatsApp business coordination channels, and related software infrastructure owned and operated by Corelatin.
  • (i) "Pass-Through Expenses" means actual, verified, out-of-pocket costs incurred by a Companion strictly on the Client's behalf during service execution — including hospital or Medical Records Department (MRD) search, processing, or registration fees; government hospital challans; authorized printing and photocopying; local transit; parking fees; third-party courier or Speed Post postage; and medicines, surgical consumables, or emergency patient supplies purchased at the Client's express direction — each supported by physical or digital receipts.
  • (j) "Service Charge" means the agreed flat logistical fee, milestone fee, or time-based rate displayed on the Platform and accepted by the Client at booking (including any applicable minimum engagement duration) for the facilitation of Services.
  • (k) "Itemized Bill" means the transparent financial statement issued to the Client upon completion of a Service, setting out the Service Charge, each verified Pass-Through Expense with accompanying proof, and the final Grand Total.
  • (l) "Grand Total" means the aggregate sum of the Service Charge and verified Pass-Through Expenses payable under the Itemized Bill upon service completion.
  • (m) "Document Service" means the distinct administrative bailment service governed by Section 25, wherein Corelatin, via a Companion, retrieves, receives, carries, delivers, or submits physical case files, discharge dockets, diagnostic scans, or biological tissue blocks.
  • (n) "Delivery Partner" means an independent third-party commercial courier, express parcel carrier, or postal logistics provider engaged under Section 25.5.
  • (o) "Medico-Legal Case" or "MLC" means any medical record, physical exhibit, or file that is subject to an active police investigation, court requisition, inquest proceeding, post-mortem protocol, or judicial/hospital hold.
  • (p) "Inability Fee" means the designated operational charge set forth in the Cancellation & Refund Policy payable where a Companion is dispatched but prevented from completing a Service due to facility policy refusal, missing Client authorization, patient non-availability, or a facility's refusal to proceed because a Companion cannot sign a document under Section 8.4.
  • (q) "Ministerial Acknowledgment" means a document or register entry signed by a Companion in the Companion's own name, as described in Section 8.4.4.
  • (r) "Companion Attendant Acknowledgment" means a document signed by a Companion in the Companion's own name, as described in Section 8.4.5.
  • (s) "Companion Scope Letter" means the letter described in Section 8.4.15.
  • (t) "Responsible Adult" means a family member or other adult designated by the Client or Patient, who holds or can obtain decision-making authority for the Patient and who is willing to sign facility documents personally or through the facility's own process.
  • (u) "Queue Attempt Fee" means the flat operational charge set forth in the Cancellation & Refund Policy payable for Priority Queue Assistance where a Companion was dispatched and physically queued at the facility, but the appointment or OPD token could not be issued due to queue exhaustion, counter cutoff, or facility availability limits.
  • (v) "Dialysis Service" means the recurring, non-medical logistical companion service described in Section 26.
  • (w) "Dialysis Facility" means a hospital or dialysis centre at which a Patient undergoes maintenance haemodialysis, as described in Section 26.1.
  • (x) "Dialysis Session" means a single attendance at a Dialysis Facility for maintenance haemodialysis, as described in Section 26.1.

1.2 Statutory References. References to statutory enactments include their amendments, consolidations, re-enactments, and associated subordinate rules, including the Bharatiya Nyaya Sanhita, 2023 (BNS), the Bharatiya Nagarik Suraksha Sanhita, 2023 (BNSS), and the Bharatiya Sakshya Adhiniyam, 2023 (BSA).

1.3 Interpretation. Standalone bold titles and section breaks are inserted for structural scannability and convenience only and shall not affect legal interpretation. Words importing the singular include the plural and vice versa.

2. ENTITY INFORMATION AND STATUTORY REDRESSAL

2.1 E-Commerce Disclosures. In strict adherence to Rule 4 of the Consumer Protection (E-Commerce) Rules, 2020, the full identity, registered physical address, and contact matrix of Corelatin are set forth in the Entity Disclosure block above. Corelatin operates as an e-commerce platform facilitating non-medical logistical support.

2.2 Grievance Redressal Mechanism. The designated Grievance Officer shall acknowledge every consumer grievance, complaint, or operational dispute within twenty-four (24) hours of receipt via support@corelatin.in. Corelatin shall investigate and redress the grievance within fifteen (15) days from receipt, issuing an operational reference tracking number for every complaint docketed.

2.3 Intermediary Compliance & Takedown Protocols (User Content only). The protocols in this Section 2.3 apply solely to User Content hosted under Section 17 (reviews and ratings), in respect of which Corelatin voluntarily adopts the due-diligence practices of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021. They do not apply to, and are not a basis for limiting liability in respect of, Corelatin's core Non-Medical Support or Document Services, which are governed exclusively by Sections 5, 8, 11, and 25.

  • (a) Complaints seeking removal or disabling of User Content under Rule 3(1)(b) of the IT Rules, 2021 shall be acted upon within thirty-six (36) hours of reporting;
  • (b) Complaints concerning prima facie unauthorized sharing of personal medical data, private imagery, or privacy violations described under Rule 3(2)(b) of the IT Rules, 2021 shall be reviewed and acted upon within twenty-four (24) hours; and
  • (c) Assistance to authorized government investigative agencies shall be rendered within seventy-two (72) hours of receipt of a lawful order or request made under Rule 3(1)(j) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, read with Sections 69 and 69A of the Information Technology Act, 2000.

3. NATURE, LIMITATIONS, AND ABSOLUTE CLINICAL DISCLAIMER

3.1 Logistical Nature of Platform. Corelatin operates an administrative and logistical technology platform that connects Clients with trained Companions for non-clinical hospital navigation, queue attendance, document retrieval, and billing coordination.

3.2 Non-Establishment Status. Corelatin is not, and shall never be deemed or construed to be, a hospital, clinic, nursing home, day-care surgical center, ambulance provider, home health agency, or clinical establishment under the Clinical Establishments (Registration and Regulation) Act, 2010, or corresponding State enactments.

3.3 No Clinical Practice or Telemedicine. No Companion, executive, or customer service representative of Corelatin is licensed as a medical practitioner under the National Medical Commission Act, 2019, or a registered nurse under the Indian Nursing Council Act, 1947. Corelatin does not practice medicine, dispense pharmacology, conduct clinical triage, or render telemedicine services under the Telemedicine Practice Guidelines, 2020.

3.4 Absolute Disclaimer of Medical Liability. Nothing contained on the Platform, transmitted via WhatsApp coordination channels, or stated orally by a Companion shall constitute medical opinion, clinical advice, prognosis, or therapeutic recommendation. The Client remains solely responsible for securing independent clinical care from licensed healthcare professionals.

4. INDEPENDENCE FROM HEALTHCARE INSTITUTIONS

4.1 Absence of Institutional Affiliations. Corelatin maintains no corporate partnership, agency, operational joint venture, preferred provider agreement, or formal affiliation with any hospital, diagnostic chain, laboratory, or Medical Records Department (MRD), including any facility named on the Platform for illustrative geographical reference.

4.2 Legal Status of Companions on Facility Premises. A Companion visits a healthcare facility solely as a designated, lawful non-medical visitor accompanying the Patient or acting on the Patient's written instructions, possessing the same legal standing as an accompanying family relative. Companions possess no institutional credentials, security clearance, or priority access rights.

4.3 Discretion of Healthcare Facilities. Access to internal hospital zones (including Intensive Care Units, clean corridors, operative waiting suites, or records archives) is governed entirely by internal facility protocols. Corelatin does not warrant or guarantee access to any restricted hospital department. Where an institution denies entry to a Companion, Corelatin shall act in accordance with its Cancellation & Refund Policy: for hourly Companion Services the Client is relieved of liability for unperformed service hours and any online advance is refunded as provided in that Policy; for Document Services the standard Inability Fee applies to cover verified travel and logistical dispatch costs incurred. The same treatment applies where a facility declines to proceed because a Companion cannot lawfully sign a document required by it (Section 8.4.16).

5. STATUS OF COMPANIONS AND PLATFORM RESPONSIBILITY

5.1 Independent Contractor Relationship. Companions are onboarded as independent service providers under arm's-length Independent Contractor Agreements. Nothing in this contractual framework creates an employer-employee, master-servant, or principal-agent relationship between Corelatin and any Companion for the purposes of the Industrial Disputes Act, 1947, or the Code on Wages, 2019.

5.2 Platform Service Accountability. Notwithstanding Section 5.1, Corelatin acknowledges its statutory obligations as an e-commerce entity under the Consumer Protection Act, 2019. Corelatin remains contractually accountable to the Client for:

  • (a) Deficiencies in core booking workflows, companion dispatch, administrative verification, and customer support coordination; and
  • (b) Corelatin's own negligence in verifying, vetting, briefing, or assigning an onboarded Companion, assessed by reference to the "deficiency in service" standard under Section 2(11) of the Consumer Protection Act, 2019, and not by reference to a heightened gross-negligence threshold.

5.3 Processing of Misconduct Claims & Immediate Suspension. If a Companion engages in unlawful behavior — including physical violence, theft, extortion, sexual harassment, unauthorized disclosure of medical records, or clinical interference — Corelatin shall:

  • (a) Immediately suspend the assigned Companion pending formal inquiry;
  • (b) Terminate the Companion's platform access upon substantiation of breach;
  • (c) Preserve and furnish handover audit trails, dispatch logs, and counter receipts to the Client; and
  • (d) Cooperate fully with statutory law enforcement and consumer grievance bodies. Corelatin maintains full contractual recourse and back-to-back indemnification against the defaulting Companion.

5.4 Companion Vetting. Corelatin conducts identity verification, address authentication, reference screening, and available background checks prior to onboarding Companions. Such vetting mitigates, but cannot entirely eliminate, human risk, and does not constitute an absolute guarantee or warranty of a Companion's future personal conduct. This Section 5.4 does not limit Corelatin's platform-level liability under Section 5.2(b) for its own negligence in conducting such vetting.

6. ACCOUNT ELIGIBILITY AND CREDENTIAL INTEGRITY

6.1 Age and Legal Capacity. Registration on the Platform is restricted to natural persons who have attained eighteen (18) years of age and possess full legal capacity to enter into binding agreements under the Indian Contract Act, 1872.

6.2 Accuracy of Booking Submissions. The Client warrants that all information submitted during account registration and service booking — including patient identities, medical vulnerabilities, emergency contact details, and hospital registry numbers — is accurate, current, and complete.

6.3 Credential Confidentiality. The Client bears sole responsibility for safeguarding account login credentials, registered devices, and OTPs. Corelatin shall not be liable for unauthorized bookings initiated through compromised Client credentials, except where such compromise results directly from Corelatin's failure to maintain reasonable cybersecurity standards under the Information Technology Act, 2000.

7. BOOKING, GUARDIANSHIP, AND REPRESENTATIVE AUTHORITY

7.1 Bookings on Behalf of Third Parties. A Client may book Non-Medical Support or Document Services for themselves, or on behalf of a third-party Patient, including an elderly relative, incapacitated individual, or minor child.

7.2 Representation of Lawful Authority. Where a Client books a Service for another person, the Client represents and warrants that they are the parent, lawful court-appointed guardian, immediate next-of-kin, or legally authorized representative of the Patient, holding full legal capacity to:

  • (a) Authorize non-clinical logistical attendance for the Patient;
  • (b) Disclose confidential patient identification, mobility data, and relevant health records to Corelatin; and
  • (c) Grant consent for the processing of the minor Patient's personal data in a manner consistent with the framework set out in Section 9 of the DPDPA, which Corelatin extends voluntarily in advance of that provision's formal commencement, as described in Section 22.1.

7.3 Authorization Protocols for Document Retrieval.

  • (a) By booking Document Services under Section 25, the Client warrants that the release of records to Corelatin is fully authorized by the Patient or their lawful legal representative.
  • (b) The Client acknowledges that hospitals and Medical Records Departments (MRDs) operate under strict National Medical Commission (NMC) ethics regulations and institutional policies, and may refuse to release records without written verification. The Client covenants to provide, upon request by Corelatin or the healthcare facility, a physical or digital Letter of Authorization (LoA) together with government photo identification of the Patient and Client. The Companion shall present, but not sign, the LoA (Section 8.4.14).
  • (c) Where a facility declines release due to missing, deficient, or unverified authorization, Corelatin shall have no obligation to compel release, and the assignment shall be treated as completed to the extent of dispatch, including where release is refused because a Companion cannot sign a release form, subject to the Inability Fee under Section 14.3.

7.4 Conflicting Claims of Authority. If Corelatin receives competing or conflicting claims of legal authority over a Patient or their medical files from multiple family members or legal claimants, Corelatin may immediately suspend the Service and place any collected physical items into secure administrative escrow. Corelatin shall release the items only upon receipt of a joint written settlement agreement or an order from a court of competent jurisdiction.

7.5 Prefilled and Assisted Booking Forms.

  • (a) Prefill mechanics. For the Client's convenience, a booking form on the Platform may be prefilled — automatically by the system or manually by the Corelatin support team — using details already available to Corelatin, including the Client's account profile, prior bookings, saved booking requests, and information previously supplied by the Client or the Patient.
  • (b) Good faith; no warranty of accuracy. Prefilled entries are prepared in good faith from the records available at the time of preparation and are never populated with the intention of inserting incorrect information. They are not re-verified and may be incomplete, outdated, or inaccurate. Prefilling is an administrative convenience only and is not a representation by Corelatin that the details are correct, current, or suitable for the requested Service.
  • (c) No booking without the Client's own act. A prefilled or saved form is not a booking, an offer, an acceptance, or a payment obligation, and creates no service commitment on either side. A booking is formed only when the Client (i) reviews and, where necessary, corrects every field, (ii) reads and accepts these Terms, the Privacy Policy, and the Cancellation & Refund Policy through the acceptance step on the form, and (iii) submits the form together with any required advance payment — exactly as for a manually completed form.
  • (d) Review and adoption. The Client must carefully review every prefilled field before submitting — including Patient identity and contact details, hospital and appointment particulars, Responsible Adult details, and all disclosures relevant to the Companion's duties. By submitting the form, the Client adopts its contents as their own declaration, and the information is treated as Client-provided under Section 9 to the same extent as if the Client had typed it.
  • (e) Third-party details. Where a prefilled form contains the personal details of a third party (such as a Responsible Adult), the consent warranty in Section 9.7 applies on submission.
  • (f) Correction and removal. The Client may edit, ignore, or delete any prefilled or saved form from their account dashboard, or ask Corelatin to correct or remove it, at any time before submission. An unsubmitted prefilled form lapses with the underlying records and imposes no obligation.

8. SCOPE OF COMPANION DUTIES

8.1 Permitted Operational Activities. A Companion is strictly authorized to perform the following non-clinical activities:

  • (a) Outpatient registration, internal department routing, and physical queue management;
  • (b) Billing-counter coordination, physical token collection, and non-advisory insurance docket submission;
  • (c) Retrieval of sealed diagnostic reports, paper discharge dossiers, and pharmacy parcels from designated hospital counters;
  • (d) Basic wheelchair assistance and mobility accompaniment along hospital ramps and corridors, executed strictly under facility staff instructions;
  • (e) Factual transmission of milestone status updates to the designated family contact via Corelatin's WhatsApp coordination channel;
  • (f) Purchasing medicines, food, or consumables at the Client's express direction, subject to reimbursement under Pass-Through Expenses. Corelatin and the Companion bear no liability where a pharmacy or dispensing facility declines to dispense a scheduled or controlled substance to the Companion in the absence of the Patient's own valid prescription and government-issued identification; the Client is responsible for supplying these to the Companion in advance where such a purchase is required; and
  • (g) Escalating observed patient distress immediately to the nearest attending doctor or nursing station;
  • (h) Attending as a non-medical companion and signing Ministerial Acknowledgments and Companion Attendant Acknowledgments strictly in accordance with Section 8.4; and
  • (i) Performing the duties set out in Section 26 for the Dialysis Service; and
  • (j) Driving a Client-Arranged Vehicle strictly in accordance with Section 8.5, where that arrangement is booked or agreed in writing; and
  • (k) Booking a cab or other third-party transport for the Client or Patient under Section 8.5.8, with the Client's prior approval.

8.2 Expressly Prohibited Companion Conduct. Companions are strictly prohibited from performing the following activities, except to the extent expressly permitted under Sections 8.3 and 8.4. Any Companion engaging in these acts outside that permitted scope commits a fundamental breach of contract and faces immediate termination:

  • (a) Administering oral medication, applying transdermal patches, managing IV lines, giving injections, or adjusting oxygen flow meters;
  • (b) Changing wound dressings, handling surgical drains, or performing any invasive clinical procedure;
  • (c) Reading, analyzing, interpreting, or rendering opinions on diagnostic reports, clinical imaging, or prescriptions;
  • (d) Signing any document prohibited under Section 8.4.3, or signing in the name of the Patient or any other person;
  • (e) Physically lifting, restraining, or moving a Patient without the direction of hospital personnel;
  • (f) Opening, reading, unsealing, or photographing the internal clinical pages of any medical record collected; and
  • (g) Soliciting, demanding, or accepting payments, kickbacks, tips, or un-itemized funds from a Patient or their family, except for the balance amount due under the Itemized Bill, settled in cash or via the company's designated UPI/QR account.

8.3 Emergency Protocols. In an acute medical emergency occurring on hospital premises, the Companion's sole duty is to alert the nearest medical or nursing personnel immediately. If an emergency occurs during exterior transit, the Companion shall contact state emergency services (108/102). Basic first aid shall be administered only to the extent the Companion has received basic first-aid training. Companions shall not perform clinical interventions beyond such training. A Companion shall not sign emergency consent or any document prohibited under Section 8.4.3 (Section 8.4.11).

8.4 SIGNATURES, CONSENTS, AND THE DECISION-MAKING BOUNDARY

8.4.1 Governing principle. A Companion is a non-medical, logistical companion. A Companion is not the Patient's guardian, relative, next-of-kin, attorney, or legal representative, and has no authority to make, give, withhold, or convey as binding any decision on the Patient's behalf. Every decision concerning the Patient's care, treatment, finances, records, and identity rests exclusively with the Patient or, where the Patient lacks capacity or is a minor, the lawful guardian or authorized representative, as applicable law and facility policy require. Accordingly, a Companion shall not sign any document that records a decision, consent, refusal, undertaking, guarantee, declaration, or relationship, except as expressly permitted by Sections 8.4.4 and 8.4.5.

8.4.2 No decision-making authority. Without limiting Section 8.4.1, a Companion has no authority to consent to or refuse any of the following, or to indicate to any person that consent or refusal has been given:

  • (a) any examination, investigation, procedure, anaesthesia, sedation, dialysis session, vascular access procedure, injection, transfusion, or medication;
  • (b) admission, transfer, or discharge, including discharge against medical advice (DAMA/LAMA);
  • (c) resuscitation, life-support, or end-of-life directives;
  • (d) selection of any treatment package, estimate, room or bed category, or insurance or scheme pathway;
  • (e) disclosure or release of the Patient's medical information or records; and
  • (f) the choice between clinically or commercially alternative items, including brand, generic, or substitute medicines.

8.4.3 Prohibited signatures. A Companion shall not sign, thumb-mark, initial, or otherwise authenticate, in any capacity (including as the Patient, as relative, attendant, or witness, or as guarantor), any document that:

  • (a) records or evidences consent, refusal, or authorization concerning medical care, including general, procedure-specific, per-session, or periodic consents;
  • (b) is an admission form, DAMA/LAMA form, do-not-resuscitate form, or discharge release;
  • (c) contains a financial undertaking, payment guarantee, indemnity, bond, package or estimate acceptance, or billing declaration;
  • (d) is an insurance, TPA, or Central or State Government scheme declaration, pre-authorization, or claim form;
  • (e) authorizes the release or disclosure of medical records or personal data;
  • (f) obliges any person to monitor, supervise, attend to, or be responsible for the Patient, to return the Patient to the facility, or to ensure compliance with medical or discharge instructions, other than the limited commitments permitted in a Companion Attendant Acknowledgment under Section 8.4.5;
  • (g) declares or implies a relationship, identity, authority, or capacity that the Companion does not hold, including "relative", "guardian", "son/daughter", or "authorized representative";
  • (h) is a medico-legal, police, court, or statutory document, or a witness attestation to any of the foregoing; or
  • (i) is blank, incomplete, backdated, or unread.

A Companion shall never sign, initial, or thumb-mark the Patient's name or any other person's name, and shall never write or authenticate any entry on the Patient's behalf.

8.4.4 Ministerial Acknowledgments. A Companion may sign, strictly in the Companion's own name and stating the capacity "Companion of [Patient], Booking ID [number], Corelatin", a purely ministerial acknowledgment of:

  • (a) physical receipt or handover of a Document, report, prescription, medicine, consumable, or hospital receipt;
  • (b) an entry in a facility visitor, gate-pass, or attendant register recording only the Companion's own name, identification, and contact number;
  • (c) a receipt, token, or acknowledgment for payment of a Pass-Through Expense made on the Client's recorded instruction;
  • (d) a neutral record that the Patient was received by, or handed to, the Companion at a stated time, where the wording is limited to the fact and time of handover and contains no statement about the Patient's condition, fitness, or stability and no undertaking to monitor or care for the Patient;
  • (e) receipt of written discharge or post-procedure instructions, provided the Companion does not undertake to ensure compliance with them; and
  • (f) Corelatin's own service-completion or OTP verification record,

in each case only where the document contains no consent, undertaking, guarantee, declaration, or assumption of responsibility or liability.

8.4.5 Companion Attendant Acknowledgment. Where a facility requires an "attendant", "escort", or "companion" to sign for admission to a procedure, sedation, daycare, fertility, ophthalmic, dialysis, or similar visit, a Companion may sign only a Companion Attendant Acknowledgment, being a document that:

  • (a) the Companion signs in the Companion's own name, stating the capacity "non-medical companion of [Patient], engaged by the Client, Booking ID [number]";
  • (b) records only the Companion's name, identification, and contact number, and the name and contact number of the Responsible Adult;
  • (c) confines the Companion's commitments to the duties in Sections 8.1 and 8.3, namely remaining at the facility during the visit, alerting facility staff if the Patient appears unwell, contacting the Client or Responsible Adult, and escorting the Patient on departure; and
  • (d) contains no consent, refusal, guarantee, indemnity, declaration of relationship, assumption of responsibility for the Patient's care, monitoring, recovery, or compliance with medical instructions, or limitation of the facility's liability.

Where the facility requires an attendant to accept any responsibility, undertaking, or declaration beyond the foregoing, the Client shall ensure that the Responsible Adult signs it personally or through the facility's own process, and the Companion shall not sign.

8.4.6 Signature protocol. Before signing any Ministerial Acknowledgment or Companion Attendant Acknowledgment, the Companion shall: (a) read the whole document; (b) confirm that it falls within Section 8.4.4 or 8.4.5; (c) sign only in the Companion's own name with the capacity statement required; (d) never sign a blank or partly completed form; (e) record the document type, facility, date, and time in the Companion's service log; and (f) photograph only the Companion's own receipt or acknowledgment, and never any page revealing another person's information.

8.4.7 Unclear or mixed documents. Where a document combines permitted and prohibited elements, or the Companion is uncertain whether a document is permitted, the Companion shall not sign, shall inform the Client immediately, and shall ask the facility to obtain the signature of the Patient or the Responsible Adult directly.

8.4.8 Facilitation without decision. At the Client's request, a Companion may: (a) connect facility staff with the Patient or Responsible Adult by telephone or video; (b) relay factual information accurately; and (c) present, but not sign, a written authorization supplied by the Client. Whether telephonic, video, or electronic consent is acceptable is solely for the facility to determine. A Companion shall not state or imply that any decision, consent, or refusal is the Patient's own unless the Patient or lawful representative has personally communicated it to the facility.

8.4.9 Specific instructions only. A Companion may make a payment, purchase, or ministerial step only on the Client's specific, recorded instruction within the scope of the booking. Where an instruction is absent, ambiguous, or requires judgment, the Companion shall pause and consult the Client before acting.

8.4.10 Facility insistence. If facility staff insist that a Companion sign a document prohibited by Section 8.4.3, the Companion shall: (a) decline courteously; (b) state that the Companion is a non-medical companion without authority to sign; (c) provide the contact details of the Client and Responsible Adult; (d) offer to connect the facility with them; and (e) notify Corelatin immediately. A Companion's compliance with this Section 8.4 shall not of itself constitute a deficiency in service by Corelatin.

8.4.11 Emergencies. In a medical emergency, Section 8.3 applies. A Companion shall not sign emergency consent or any document prohibited under Section 8.4.3. Treatment decisions in an emergency remain with the treating facility in accordance with applicable law, and the Companion shall assist by alerting staff and contacting the Client or Responsible Adult.

8.4.12 Recurring treatment, including dialysis. For Services involving recurring or periodic treatment (including dialysis, chemotherapy, and similar courses), the following apply in addition to Sections 8.4.1 to 8.4.11:

  • (a) Standing consents. Any general, standing, or periodic consent covering a course of treatment (including consents for dialysis, vascular access, infection screening, injections, or transfusion) shall be given by the Patient or lawful representative through the facility's own process. The Client is responsible for ensuring that such consents are completed before the first Companion-attended session and renewed whenever the facility requires.
  • (b) No session-day consent by the Companion. A Companion shall not sign a consent or session-related declaration on any session day. A Patient's post-session weakness, drowsiness, or inability to sign confers no authority on the Companion, and the facility should contact the Client or Responsible Adult.
  • (c) Treatment charts and clinical records. A Companion shall not countersign any session sheet, treatment chart, or record of weight, blood pressure, session duration, or any clinical value. Where the Patient is unable to sign, the facility should record that fact.
  • (d) Handover. A Companion may sign a handover acknowledgment only if it meets Section 8.4.4(d).
  • (e) No between-session undertakings. A Companion shall not sign any undertaking to monitor, attend to, or be responsible for the Patient between or after sessions.
  • (f) Refresh of the Scope Letter. For recurring bookings, where a Companion Scope Letter has been issued, the Client shall reconfirm it at intervals not exceeding thirty (30) days, and no facility is entitled to treat an earlier Scope Letter as a standing authority.

8.4.13 Daycare and procedure-related visits. The following apply to daycare procedures, sedation-based diagnostics, fertility treatment, ophthalmic procedures, and similar visits:

  • (a) a Companion may attend as a non-medical companion and sign only a Ministerial Acknowledgment or a Companion Attendant Acknowledgment;
  • (b) the Client shall designate a Responsible Adult before the visit and ensure that the Responsible Adult is reachable throughout, and physically present where the facility requires it;
  • (c) where the facility requires a post-sedation or post-procedure responsible adult to accept care or monitoring duties, the Responsible Adult shall accept them, and Corelatin's Companion Services do not substitute for that responsibility; and
  • (d) Corelatin does not warrant that any facility will admit a Patient or proceed with a procedure on the strength of a Companion's attendance, and a facility's refusal is governed by Section 8.4.16.

8.4.14 Document Service. In connection with the Document Service:

  • (a) a Companion may sign the Medical Records Department collection register or receipt only as a Ministerial Acknowledgment;
  • (b) a Companion shall not sign any authorization, consent, or release permitting disclosure of records, and any such authorization must be signed by the Patient or the lawful representative personally;
  • (c) a Companion shall present, but not sign, the Client's Letter of Authorization and identification documents; and
  • (d) where a facility requires a release form to be signed by the person collecting the records, the Client shall arrange for the Patient or lawful representative to sign it, and the Companion's inability to sign shall be treated as a facility refusal under Section 25.8.

8.4.15 Companion Scope Letter. On the Client's request, or where the Service requires it for facility presentation, Corelatin shall issue a Companion Scope Letter stating that: (a) the Companion is a non-medical companion engaged by the Client or Patient; (b) the Companion is not a relative, guardian, or legal representative of the Patient; (c) the Companion cannot give or withhold consent or sign any document under Section 8.4.3; and (d) the name and contact number of the Responsible Adult who holds decision-making authority. The Companion Scope Letter is not a power of attorney, confers no authority on the Companion, and does not alter Section 25.2.

8.4.16 Fees where signing is the obstacle. Where a Companion is dispatched but a facility declines to proceed because the Companion cannot lawfully sign a document required by the facility, the matter shall be treated as a facility refusal or missing Client authorization for the purposes of the Inability Fee in the Cancellation & Refund Policy, and Sections 4.3 and 14.3(b) apply.

8.4.17 Client obligations. The Client shall: (a) disclose at booking any form, undertaking, or consent that the Client knows the facility will require; (b) designate a Responsible Adult and ensure that the Patient or Responsible Adult is present or reachable by telephone at all times during the Service; (c) complete all standing consents in advance as required by Section 8.4.12(a); (d) supply the Letter of Authorization where Section 25.3.2 requires it; and (e) not request, instruct, pressure, or induce a Companion to sign, initial, or endorse any document prohibited under Section 8.4.3, or to sign in the Patient's or any other person's name.

8.4.18 Records. Corelatin shall maintain a record of each document signed by a Companion under Sections 8.4.4 and 8.4.5 (document type, facility, date, and time) as part of the custody and service logs, and shall make the record available to the Client on request, subject to Section 22.

8.4.19 Consequences and precedence. Signing any document in breach of Section 8.4.3, or signing in the name of the Patient or any other person, is a prohibited act under Section 8.2 and a fundamental breach of the Companion's engagement. It is outside the scope of the release in Section 11.4, may be reported to the relevant authorities, and may attract liability under applicable law, including provisions on forgery and cheating by personation under the Bharatiya Nyaya Sanhita, 2023. This Section 8.4 prevails over any inconsistent instruction from a Client, a facility, or any other person.

8.5 VEHICLES AND CLIENT-ARRANGED TRANSPORT (HOME PICKUP AND DROP)

8.5.1 Availability, case by case. Where agreed in writing or offered at booking on a case-by-case basis, a Companion may drive a vehicle arranged and provided by the Client (a "Client-Arranged Vehicle") to transport the Patient between the Client's residence (or another agreed point) and a facility, including home pickup and drop after a visit. This arrangement is not guaranteed for any booking, and Corelatin may decline it for a booking, route, vehicle, or Companion.

8.5.2 No vehicle provided. Corelatin does not provide, hire, or arrange a vehicle, and provides no ambulance, medical, or nursing transport. The Client-Arranged Vehicle remains the Client's responsibility at all times, including while the Companion drives it.

8.5.3 Client warranties. The Client warrants that the Client-Arranged Vehicle: (a) is registered and roadworthy; (b) is covered by a valid insurance policy that permits the Companion to drive it, including any paid-driver cover the policy requires; (c) carries sufficient fuel or charge for the agreed journey; and (d) is safe and suitable for the Patient's condition. The Client remains responsible for traffic challans, tolls, and parking charges attributable to the journey.

8.5.4 Licensed drivers. A Companion who drives under this Section holds a valid driving licence for the relevant vehicle class, which Corelatin verifies before assigning driving duty.

8.5.5 Liability. Claims arising from a road traffic incident involving a Client-Arranged Vehicle are governed by the Motor Vehicles Act, 1988, and are directed in the first instance to the vehicle's insurer. Corelatin is not liable for mechanical failure, wear and tear, or pre-existing defects of the vehicle, nor for loss arising from the Client's breach of Section 8.5.3. Nothing in this Section limits Section 11.6, including liability arising from a Companion's negligence or wilful misconduct.

8.5.6 Costs. Fuel beyond that provided, tolls, and parking fees incurred on the journey are Pass-Through Expenses (Section 1.1(i)). Where the Platform displays a per-trip or per-session driving fee, it forms part of the Service Charge under Section 14.1.

8.5.7 Patient safety and refusal. The Client remains responsible for ensuring the Patient may safely travel in a private vehicle (see Section 26.2 for the Dialysis Service). A Companion may decline to drive a vehicle that appears unsafe, uninsured, or unlicensed for the journey, in which case the visit proceeds by other transport arranged by the Client. Nothing in this Section permits clinical, ambulance, or nursing-level transport (Sections 8.2 and 26.3(i)).

8.5.8 Companion-booked third-party transport. With the Client's prior approval — given in the booking or in writing (including WhatsApp) — a Companion may book a cab, auto, or similar transport for the Client or Patient through a third-party ride-hailing platform (such as Ola, Uber, or Rapido). The fare, surge pricing, tolls, and platform or cancellation charges are Pass-Through Expenses (Section 1.1(i)), supported by the ride receipt or invoice. The ride is a contract between the transport provider and the passenger; Corelatin is not the carrier and is not liable for the provider's acts, delays, cancellations, vehicle condition, or pricing (Section 21), subject to Section 11.6. The Companion's role is limited to booking and accompanying, and this subsection does not make the Service a transport or ambulance service.

9. OBLIGATIONS OF THE CLIENT

The Client shall:

9.1 Full Disclosure: Provide accurate, complete disclosures concerning the Patient's mobility limits and non-clinical behavioral triggers relevant to the Companion's safety. Disclosure of a Patient's HIV status is not required, and any other health information is shared voluntarily under Section 26.9.

9.2 Operational Reachability: Ensure the designated emergency contact telephone remains reachable at all times during the service window.

9.3 Dignified Conduct: Treat every Companion with dignity and respect. Any physical assault, verbal abuse, sexual intimidation, casteist/communal slurs, or harassment will result in immediate termination of the Service, forfeiture of rights to unperformed service milestones, immediate demand for payment of accrued charges for milestones already completed, and referral to law enforcement.

9.4 Adherence to Scope: Refrain from directing, coercing, or incentivizing a Companion to perform clinical duties, sign hospital releases, or circumvent facility rules.

9.5 Independent Nursing Care: Ensure that any critically ill, unstable, or intensive-care patient is attended by licensed medical and nursing staff independent of the Non-Medical Support provided by Corelatin.

9.6 Legality of Documents: Ensure that all document retrieval requests are made for lawful purposes and not to fabricate, alter, or inflate claims before insurance underwriters or public healthcare schemes.

9.7 Signatures and Responsible Adult: Comply with Section 8.4.17, including designating a Responsible Adult and completing all required standing consents. Where the Client provides the personal details of a Responsible Adult or any other third party (such as a name or telephone number), the Client warrants that the individual has consented to Corelatin processing those details and sharing them with the assigned Companion and, where required, the facility, for the purpose of executing the Service.

10. PROHIBITED PLATFORM CONDUCT

10.1 The following activities are prohibited:

  • (a) Soliciting a Companion's private contact details to engage their services off-platform, circumventing Corelatin's booking architecture;
  • (b) Submitting fraudulent bookings or disputing legitimate fees in bad faith;
  • (c) Demanding that a Companion pay illegal gratification, bribes, or facilitation payments to hospital staff, ward attendants, or public servants to speed up document release;
  • (d) Demanding that a Companion falsify physical paper documents, tamper with hospital billing dossiers, or participate in fraudulent insurance or government scheme submissions;
  • (e) Utilizing Document Services to improperly access the confidential clinical records of an adult patient without their written informed consent; and
  • (f) Requesting, instructing, or pressuring a Companion to sign any document prohibited under Section 8.4.3, or to sign in the Patient's or any other person's name.

10.2 Contractual Remedies. Engaging in prohibited conduct entitles Corelatin to cancel all active bookings immediately, terminate the Client's Account, demand immediate cash settlement of all accrued Service Charges and Pass-Through Expenses incurred up to the moment of termination, and lodge formal reports with regulatory or law enforcement bodies.

11. LIMITATION OF LIABILITY AND STATUTORY DISCLAIMERS

11.1 Absolute Exclusion for Clinical Outcomes. To the maximum extent permissible under Indian law, Corelatin and its Companions bear no liability for:

  • (a) Underlying biological decline, physiological complications, or sudden medical emergencies suffered by the Patient;
  • (b) Clinical negligence, diagnostic misinterpretation, surgical failures, hospital-acquired infections, or institutional malfeasance attributable to healthcare facilities or treating physicians; and
  • (c) Decisions made by hospital administrative staff to admit, transfer, refuse, or discharge a Patient.

11.2 Platform Service Deficiencies. Section 11.1 does not exclude Corelatin's direct statutory liability under the Consumer Protection Act, 2019, for any proven deficiency in its core booking, coordination, and administrative verification processes, including a deficiency described in Section 5.2.

11.3 General Service Liability Ceiling. Subject to Section 11.6, Corelatin's total aggregate financial liability to a Client for any claim arising out of ordinary Non-Medical Support — whether sounding in contract, tort, or statutory deficiency — shall not exceed the total Service Charge payable by the Client for the specific booking giving rise to the claim.

11.3A Dedicated Liability Framework for Document Services. Claims arising from the loss, misplacement, theft, or destruction of medical documents or biological specimens are governed strictly by this sub-clause:

  • (a) Re-issuable Documents: Where a lost or damaged document can be re-issued, reprinted, or certified by the issuing healthcare facility (such as duplicate bills, lab printouts, or stamped discharge summaries), Corelatin's aggregate financial liability under the law of bailment or contract is limited strictly to: (i) waiver of the Service Charge for that booking; and (ii) reimbursement of the actual, verified administrative fees paid to the hospital for generating and certifying the duplicate documents, capped at a maximum of INR 5,000 (Rupees Five Thousand only), save that this cap shall not apply where the loss is attributable to Corelatin's or the Companion's gross negligence or wilful misconduct, in which case Section 11.6 governs without a contractual ceiling.
  • (b) Irreplaceable Documents and Pathological Specimens: The Client acknowledges that specific historical records, primary case-sheets, and biological materials (such as formal paraffin tissue blocks, surgical pathology slides, and bone marrow samples) may be scientifically or clinically irreplaceable. Corelatin's duty of care as a bailee under Section 151 of the Indian Contract Act, 1872, is limited to providing secure, tamper-evident physical transit. In accordance with Section 2(46) of the Consumer Protection Act, 2019, Corelatin excludes liability for the scientific, clinical, evidential, or diagnostic value of such irreplaceable materials only to the extent such loss is NOT attributable to Corelatin's or a Companion's negligence. Where loss of an irreplaceable item results from ordinary (non-gross) negligence not amounting to wilful default, Corelatin's total financial liability is limited to a liquidated sum of INR 10,000 (Rupees Ten Thousand only), assessed as a genuine pre-estimate of the administrative and consequential cost typically associated with such a loss under Section 74 of the Indian Contract Act, 1872. Where loss results from Corelatin's or a Companion's gross negligence, fraud, or wilful misconduct, this ceiling does not apply, and liability is governed without a contractual limit by Section 11.6.

11.4 Scope-Limited Release of Companion. The Client releases each assigned Companion from personal civil liability for acts performed within the scope of Section 8.1, in good faith, and without negligence. This release does not extend to:

  • (a) Criminal offenses, assault, theft, or intentional fraud;
  • (b) Prohibited acts under Section 8.2 (including signing in breach of Section 8.4);
  • (c) Negligent performance of permitted duties; or
  • (d) Independent legal claims belonging to a Patient who is a minor or an individual other than the Client, save to the extent the Client validly possessed lawful authority to bind that Patient under Section 7.

11.5 Exclusion of Indirect and Consequential Damages. Corelatin shall not be liable for indirect, incidental, special, punitive, or exemplary damages, including loss of insurance reimbursement payouts, claim repudiations, business profits, or speculative clinical damages, save where such loss is a direct and foreseeable consequence of Corelatin's own negligence.

11.6 Non-Excludable Statutory Liabilities. Nothing in these Terms shall limit or exclude liability for:

  • (a) Death or personal injury caused directly by the proven negligence, gross negligence, or intentional tort of Corelatin or its personnel;
  • (b) Fraud, fraudulent concealment, or willful misconduct; or
  • (c) Any statutory liability that cannot be waived, limited, or opted out of under the Indian Contract Act, 1872, or the Consumer Protection Act, 2019.

11.7 Emergency Outcomes. Subject to Section 11.6, Corelatin and the relevant Companion shall not be liable for an outcome resulting from an act taken, or not taken, during a medical emergency, provided the Companion acted in good faith and discharged the duties set out in Section 8.3.

11.8 Facility Refusal Arising from Signature Limits. Subject to Section 11.6, Corelatin and its Companions are not liable for any delay, refusal, or deterioration in a Patient's access to a facility's services arising from a Companion's compliance with Section 8.4.

12. ASSUMPTION OF MEDICAL AND ENVIRONMENTAL RISK

12.1 Healthcare Environment Hazards. The Client understands and acknowledges that hospital wards, waiting areas, diagnostic centers, and emergency suites carry inherent environmental and biological risks — including exposure to airborne pathogens, multi-drug-resistant infections, crowded public spaces, and sudden clinical crises. The Client voluntarily assumes all risks arising from the Patient's exposure to such healthcare environments, to the extent not caused by the negligence of Corelatin.

12.2 Acknowledgement of Non-Medical Status. The Client formally confirms their understanding that a Companion is a logistical assistant and not a medical practitioner, nurse, or clinical attendant. The Client affirms that their decision to engage Corelatin is made with full knowledge of these contractual and operational boundaries.

13. CLIENT INDEMNITY

13.1 The Client agrees to indemnify, defend, and hold harmless Corelatin, its proprietor, contractors, and Companions from and against all third-party claims, liabilities, losses, costs, regulatory penalties, and legal expenses (including reasonable attorney fees) arising out of:

  • (a) The Client's breach of any warranty or provision in these Terms;
  • (b) The Client's or Patient's intentional misconduct, assault, or harassment of a Companion;
  • (c) False, fabricated, or unauthorized representations of legal authority submitted under Section 7 or Section 25;
  • (d) Intra-family disputes, probate litigation, or matrimonial conflicts over access to a Patient's confidential medical records; and
  • (e) Regulatory investigations or insurer audits resulting from the Client's use of collected documents in fraudulent, inflated, or unlawful insurance or state scheme claims;

Provided that this indemnity shall not apply to claims resulting directly and solely from the proven negligence, willful default, or material breach of these Terms by Corelatin or its Companions.

14. FEES, INVOICING, PAYMENT, AND SETTLEMENT

14.1 Fee Structure. The fees payable for Services comprise: (a) the Service Charge displayed on the Platform and agreed at booking; (b) any fee individually negotiated between Corelatin and the Client for a Service or for any duration, confirmed in writing (including by email or WhatsApp), which then governs that booking or engagement in place of the displayed Service Charge; and (c) verified Pass-Through Expenses incurred strictly in accordance with Section 1.1(i).

14.2 Advance and Post-Service Settlement. Corelatin operates a two-stage settlement model:

  • (a) Booking Confirmation Advance: a booking request is confirmed, and a booking reference issued, only after the Client pays an advance online through the Platform's designated payment gateway (see Entity Disclosure block) — a minimum advance equal to the percentage of the booking estimate displayed at checkout (the Client may instead choose to pay the full estimate or a higher amount). A payment-gateway surcharge disclosed at checkout applies to the online amount paid; except that Corelatin may, at its sole discretion and on a case-by-case basis, agree in writing to confirm a booking without an online advance, in which case the full Grand Total is payable after the visit under clause (d);
  • (b) Completion of a Service is verified via an electronic One-Time Password (OTP) or verbal/written confirmation upon physical handover;
  • (c) Following completion, the Companion submits verified expense receipts. Corelatin generates the final Itemized Bill, which is delivered directly to the Client's registered email, and which deducts the advance already paid online;
  • (d) Balance Settlement: the Client shall pay the remaining balance of the Grand Total in cash, or via UPI to the company's QR account shared by the Companion and designated on the Itemized Bill, immediately upon presentation of the Itemized Bill; and
  • (e) Corelatin issues a digital receipt or itemized acknowledgment for every payment settled. No Companion is authorized to demand, and no Client is obligated to pay, any sum not reflected in the Itemized Bill.

For recurring services (including the Dialysis Service), Section 26.10 applies to billing.

14.3 Cancellation, Inability, and Refund Adjustments.

  • (a) Cancellation refunds of the online advance are governed by the Cancellation & Refund Policy: where the Client cancels before a Companion is assigned, the full service amount paid online is refunded (the gateway surcharge being non-refundable); where the Client cancels after a Companion is assigned, or fails to attend, the service minimum charge is retained (never more than the amount paid) and the remainder is refunded;
  • (b) Where a Companion is denied access or document release due to hospital policy, unpaid hospital bills, incomplete Client authorization paperwork, or because the facility requires a signature the Companion cannot lawfully give under Section 8.4, the baseline Inability Fee set out in the Cancellation & Refund Policy applies (deducted from the advance where paid, otherwise payable in cash or via the company's designated UPI/QR account upon presentation of an adjusted Itemized Bill), together with any verified Pass-Through Expenses already incurred;
  • (b-bis) For Priority Queue Assistance, where a Companion was dispatched and physically queued at the facility but the appointment or OPD token could not be issued due to queue exhaustion, counter cutoff, or facility availability limits, the flat Queue Attempt Fee set out in the Cancellation & Refund Policy applies in lieu of the full Service Charge (deducted from the advance where paid, otherwise payable after the visit upon presentation of an adjusted Itemized Bill), together with any verified Pass-Through Expenses already incurred. Where the facility was closed or the relevant OPD was cancelled before the Companion was dispatched, no Queue Attempt Fee is charged and the full-refund terms apply;
  • (c) Where Corelatin cancels a confirmed booking for internal operational reasons, the full online payment — including the gateway surcharge — is refunded, and no other fee is owed; and
  • (d) Where the advance paid online exceeds the final Grand Total, the excess is refunded to the original payment method.

14.4 Prohibition of Unauthorized and Excess Demands. The online advance described in Section 14.2(a) is collected solely by the Platform through its designated payment gateway; Companions never request or collect it. No Companion is authorized to demand any other payment before completion, in excess of the Itemized Bill, or through coercion, pressure, or undue influence.

14.5 Prohibition of Emergency Solicitation. Companions are strictly prohibited from soliciting, demanding, or collecting payments while a Patient is experiencing an acute medical emergency.

15. FORCE MAJEURE

15.1 A "Force Majeure Event" means any event beyond the reasonable control of Corelatin, including acts of God, floods, fires, natural disasters, localized epidemics, civil unrest, transport bandhs, institutional hospital lockdowns, police cordons, strikes, or municipal road blockades.

15.2 Corelatin shall not be liable for delays or inability to perform Services resulting from a Force Majeure Event. In such circumstances, Corelatin shall use reasonable efforts to reschedule the booking. Where rescheduling is not feasible, the booking shall stand cancelled without penalty, and the Client shall be liable only for documented Pass-Through Expenses incurred prior to the Force Majeure Event.

15.3 If a Force Majeure Event occurs while a medical document or biological specimen is in transit, the Companion shall place the item in safe physical storage and complete delivery as soon as normal transit routes resume.

16. INTELLECTUAL PROPERTY RIGHTS

16.1 All interface software, visual layouts, branding marks, trade dress, standard templates, digital checklists, and original textual content on the Platform are the exclusive intellectual property of Corelatin and are protected under the Copyright Act, 1957, and the Trade Marks Act, 1999.

16.2 Clients receive a personal, revocable, non-exclusive, non-transferable license to access the Platform solely for booking and managing logistical services. Scraping, reverse-engineering, or mirroring Platform systems is strictly prohibited.

17. USER CONTENT, REVIEWS, AND RATINGS

17.1 Clients may post reviews and ratings of their service experience. Such content must reflect bona fide experiences and must not contain defamatory, vulgar, false, or abusive language.

17.2 Corelatin reserves the right to review and remove feedback that violates consumer protection standards or contains defamatory or unlawful statements. Inquiries and takedown requests concerning reviews shall be redressed by the Grievance Officer within the statutory timelines set out in Section 2.3.

18. TESTIMONIALS AND MARKETING CASE STUDIES

18.1 The submission of a testimonial, written review, or service feedback is entirely voluntary.

18.2 By submitting a Testimonial, the Client grants Corelatin a non-exclusive, worldwide, royalty-free, perpetual license to use, reproduce, publish, and display the testimonial in marketing materials and platform channels, subject strictly to Section 18.3, to withdrawal under Section 18.4, and to any correction or erasure request given effect under Section 22.4, notwithstanding the license granted in this Section 18.2.

18.3 Corelatin shall not publish testimonials containing identifiable clinical conditions, diagnostic results, hospital UHID/IPD numbers, or identifiable patient photographs without separate, explicit, written authorization. All public case studies shall be fully anonymized using pseudonyms. Corelatin applies this safeguard as a matter of present practice, consistent with and in anticipation of the DPDPA as described in Section 22.1.

18.4 A Client may withdraw consent for promotional use of their testimonial at any time by written notice to the Grievance Officer, upon which Corelatin shall remove the testimonial from active marketing channels within thirty (30) days.

19. ELECTRONIC CONTRACTING AND STATUTORY CERTIFICATION

19.1 By checking the terms-acceptance toggle or selecting "Confirm & Book," the Client executes these Terms electronically. This digital execution constitutes a valid, legally enforceable agreement under Section 10A of the Information Technology Act, 2000.

19.2 Corelatin maintains secure electronic audit logs for every booking, capturing the specific version of these Terms displayed, Client timestamp, IP address, and booking identifiers. These electronic records are maintained with a view to admissibility under Section 63 of the Bharatiya Sakshya Adhiniyam, 2023 (BSA); Corelatin acknowledges that admissibility further requires production of the certificate prescribed under Section 63(4) BSA, which Corelatin shall generate and furnish on reasonable request in connection with any dispute, arbitration, or proceeding.

20. MODIFICATION, SUSPENSION, AND TERMINATION

20.1 Corelatin may update or amend these Terms from time to time. Where an amendment involves a material change affecting consumer rights, Corelatin shall provide notice on the Platform or via WhatsApp notification. Amendments shall not apply retroactively to bookings confirmed prior to the effective date.

20.2 Corelatin may immediately suspend or terminate a Client Account, active booking, or platform access if the Client engages in fraud, abuses a Companion, refuses to settle a legitimate Itemized Bill, or violates Section 10.

20.3 Survival of Covenants. Sections 1, 2.2, 3, 5, 8.4.18, 8.4.19, 8.5, 11, 13, 14, 16, 17, 18, 22, 23, 24, 25, 26.9, and 26.11(b)-(c) shall survive the completion of services, cancellation, or termination of these Terms.

21. THIRD-PARTY SERVICES AND PLATFORM INTEGRATIONS

21.1 Corelatin relies on third-party infrastructure providers — including cloud hosting vendors, commercial couriers, ride-hailing and transport platforms (such as Ola, Uber, or Rapido), WhatsApp messaging, and payment processing through Cashfree or PayU — to deliver platform coordination. Corelatin is not liable for service disruptions, network latency, or carrier delivery failures directly caused by these independent third parties.

22. DATA PROTECTION, PRIVACY, AND DPDPA COMPLIANCE

22.1 Corelatin processes personal data in compliance with the Information Technology Act, 2000 and the Information Technology (SPDI) Rules, 2011, which constitute the currently operative framework, and in readiness for the Digital Personal Data Protection Act, 2023 (DPDPA) read with the Digital Personal Data Protection Rules, 2025 (notified 13 November 2025), whose core obligations — consent, notice, safeguards, breach intimation, and data-principal rights — commence in phases, with the bulk effective from 13 May 2027. Where these Terms reference DPDPA rights or obligations that have not yet formally commenced, Corelatin extends or observes them voluntarily in the interim, and such voluntary extension does not itself constitute an admission that the referenced provision is currently in force.

22.2 Personal data collected during booking — such as Patient identity, age, contact numbers, mobility considerations, hospital department counters, Responsible Adult contact details, dialysis scheduling and transport preferences, and booking-form responses — is processed strictly for the purpose of dispatching Companions, executing logistics, generating bills, and facilitating emergency safety. Corelatin does not sell, trade, or commercialize patient personal or medical data.

22.3 By confirming a booking on the Platform, the Client provides explicit assent, in a manner consistent with the consent architecture described in Section 6 of the DPDPA and extended voluntarily in advance of that provision's formal commencement (Section 22.1), authorizing Corelatin to:

  • (a) Process submitted identity and logistical information to coordinate assignments via WhatsApp and phone;
  • (b) Act as a limited logistical bailee to receive, carry, and deliver specified physical medical files; and
  • (c) Screen disclosures to confirm requested documents are not subject to undisclosed Medico-Legal restrictions.

22.4 Data Principal Rights. Clients and Patients (acting through legal representatives) may request access to their stored personal data, request correction of inaccurate records, or seek erasure of data (subject to legal, audit, and tax retention obligations under Indian law), consistent with the rights described under the DPDPA and extended voluntarily in accordance with Section 22.1. A request for correction or erasure of personal data contained in User Content or a Testimonial shall be given effect in accordance with Sections 17.2 and 18.4 respectively, notwithstanding any license granted under Section 18.2. All requests may be submitted to the Grievance Officer.

22.5 Personal data is retained only for the duration necessary to satisfy operational, audit, and consumer dispute limitation windows. In accordance with Section 25.10, operational photographs of sealed envelope exteriors or queue tokens stored on field devices are purged within seventy-two (72) hours of verified service completion.

22.6 Corelatin processes personal data relating to minor Patients only upon verifiable parental or legal guardian consent obtained at booking, in a manner consistent with Section 9 of the DPDPA and extended voluntarily in advance of that provision's formal commencement (Section 22.1). Corelatin does not conduct behavioral tracking, targeted profiling, or analytical monitoring of minor Patients.

22.7 Corelatin shall, in the event of a cyber security incident falling within the categories prescribed by the Indian Computer Emergency Response Team (CERT-In), report such incident to CERT-In within six (6) hours of becoming aware of it, as currently required under Section 70B(6) of the Information Technology Act, 2000 and the CERT-In Directions dated 28 April 2022. Separately, and in addition to the foregoing currently-operative obligation, Corelatin shall notify the Data Protection Board of India (DPBI) and affected Data Principals of a confirmed personal data breach in accordance with the DPDPA and DPDP Rules, 2025, once and to the extent those provisions have formally commenced; pending such commencement, Corelatin shall notify affected Clients of a confirmed breach materially affecting their personal data as a matter of voluntary practice.

23. GOVERNING LAW, DISPUTE RESOLUTION, AND JURISDICTION

23.1 These Terms, bookings, and all disputes arising hereunder are governed exclusively by the laws of India.

23.2 Before initiating formal legal proceedings, the parties agree to seek an amicable resolution by referring the dispute to the Corelatin Grievance Officer in writing for a mandatory conciliation period of thirty (30) days.

23.3 Except for statutory consumer disputes covered under Section 23. 4, any dispute, controversy, or claim arising out of or relating to these Terms — including its formation, breach, or invalidity — shall be referred to and finally resolved by sole-arbitrator arbitration under the Arbitration and Conciliation Act, 1996. The seat and legal venue of arbitration shall be New Delhi, India. The proceedings shall be conducted in the English language.

23.4 Nothing in Section 23. 3 restricts, ousts, or impairs the statutory right of an eligible "consumer" under the Consumer Protection Act, 2019, to file a formal complaint before the competent District, State, or National Consumer Disputes Redressal Commission having jurisdiction over the dispute.

23.5 Subject to Sections 23. 3 and 23.4, the competent civil courts at New Delhi, India, possess exclusive jurisdiction over any judicial proceedings arising under these Terms.

24. GENERAL PROVISIONS

24.1 These Terms of Service, read with the incorporated Privacy Policy and Cancellation & Refund Policy, constitute the complete, integrated agreement between the Client and Corelatin regarding the subject matter herein.

24.2 If any provision of these Terms is found to be unlawful, invalid, or unenforceable by an arbitrator or court of competent jurisdiction, that specific provision shall be severed or modified to the minimum extent necessary, and all remaining provisions shall continue in full force and effect.

24.3 Any delay or failure by Corelatin to enforce a right or provision under these Terms shall not be construed as a continuing waiver of that right or any other contractual remedy.

24.4 The Client may not assign or transfer their booking rights or account obligations without Corelatin's prior written approval. Corelatin may assign its rights and operational assets in connection with a corporate reorganization, platform acquisition, or restructuring, subject to the assignee's assumption of Corelatin's obligations hereunder.

24.5 These Terms are drafted and executed in English. Any regional language translations are provided for informational reference only; the English text governs in the event of interpretive ambiguity or dispute.

25. DOCUMENT COLLECTION AND HOSPITAL SUBMISSION SERVICES (THE DOCUMENT SERVICE)

25.1 This Section 25 governs the dedicated, separately chargeable logistical service wherein Corelatin, via an assigned Companion, retrieves, receives, carries, delivers, or submits physical medical records to or from healthcare institutions, laboratories, or residences (the "Document Service"). The materials handled (collectively, "Documents") include physical Indoor Patient Department (IPD) case files, discharge summaries, laboratory test slips, physical radiology films/scans, itemized hospital billing files, insurance claim submission folders, and biological specimens such as fixed histopathology slides and paraffin tissue blocks.

25.2 Appointment as Limited Bailee/Logistical Representative.

25.2.1 By booking the Document Service, the Client appoints Corelatin and the assigned Companion as a limited, non-medical authorized bailee/representative solely to collect, carry, and deliver the specific Documents identified in the booking order.

25.2.2 This appointment constitutes an agency created for a specific, limited administrative purpose under Sections 182 through 238 of the Indian Contract Act, 1872. It does not constitute, and must never be represented to any hospital, court, or insurer as, a General Power of Attorney or clinical proxy under the Powers of Attorney Act, 1882.

25.2.3 The Companion possesses no authority to consent to clinical procedures, request unauthorized file disclosures, inspect confidential clinical notes, or sign any authorization, consent, or release (Ministerial Acknowledgments under Section 8.4.4 excepted).

25.2.4 The Client may revoke this authorization in writing at any time before physical collection occurs. Where collection has already taken place, Corelatin shall return the Document to the issuing hospital or deliver it to the Client at the Client's documented expense.

25.3 Client Consent and Representation of Authority.

25.3.1 The Client represents and warrants that they hold lawful authority under Indian medical ethics rules to request, access, and receive the specified Documents from the healthcare institution.

25.3.2 The Client acknowledges that hospitals operate under autonomous Medical Records Department (MRD) guidelines. The Client covenants to provide any written Letter of Authorization (LoA), patient photo identity copy, or signed facility release required by the hospital to release records to a logistical courier. The Companion shall present, but not sign, the LoA. Corelatin bears no liability if a hospital refuses pickup due to unverified or missing patient authorization.

25.3.3 Where records pertain to a deceased Patient, the Client warrants that they are a lawful legal heir or authorized by all legal heirs, and agrees to produce the death certificate, proof of heirship, and facility affidavits if demanded by the issuing hospital.

25.3.4 The Client warrants that they have declared at booking whether requested records pertain to an active Medico-Legal Case, police investigation, or court proceeding. Corelatin reserves the right to decline or suspend collection where an institution requires direct police or judicial clearance.

25.4 Custody as Bailee and Standard of Care.

25.4.1 From the moment a Document is accepted by a Companion until physical delivery to the Client, Corelatin and the Companion hold the item as a bailee under Section 148 of the Indian Contract Act, 1872.

25.4.2 Corelatin shall ensure the Companion exercises the standard of care of a prudent person under Section 151 of the Indian Contract Act, 1872, carrying physical items in secure, weatherproof folders.

25.4.3 Corelatin shall maintain an operational transit log detailing: (i) booking identifier; (ii) issuing hospital counter; (iii) date and time of physical pickup; (iv) sealed or unsealed exterior condition; (v) token or counter receipt confirmation; and (vi) final delivery handover.

25.4.4 Companions are strictly prohibited from opening, unsealing, reading, photographing, or scanning the internal pages or clinical details of any medical file. Photographs are permitted strictly of the sealed envelope exterior, delivery receipt, hospital queue token, or the Companion's own Ministerial Acknowledgment under Section 8.4.6(f), to verify custody transfer.

25.5 Third-Party Delivery Partners.

25.5.1 Where long-distance or outstation transit is required, Corelatin may engage an independent Delivery Partner on the Client's behalf.

25.5.2 The carriage of items by a Delivery Partner is subject to that carrier's terms and the Carriage by Road Act, 2007, or the Post Office Act, 2023. Corelatin functions solely as a logistics coordinator and is not a common carrier or insurer of the contents.

25.5.3 Corelatin shall exercise reasonable care in selecting reputable couriers and ensuring protective outer packaging. Where loss occurs while items are in the custody of a Delivery Partner, Corelatin shall assist the Client in tracking, reporting, and pursuing claims against the carrier under the Consumer Protection Act, 2019.

25.6 Transit Risk, Loss, Damage, and Theft.

25.6.1 The Client understands that physical records and biological slides are subject to transit risks, road accidents, or third-party theft despite the exercise of reasonable care.

25.6.2 Corelatin and the Companion shall not be liable for damage or loss where the incident: (a) occurs while the item remains in the custody of the hospital or an independent courier; (b) results from an unprovoked third-party crime (such as theft under Section 303 or criminal breach of trust by a third party under Section 316 of the Bharatiya Nyaya Sanhita, 2023); (c) arises from pre-existing biological decay or structural fragility of the specimen; or (d) results from a Force Majeure Event.

25.6.3 In the event of suspected theft or criminal interception of a Document docket, Corelatin shall promptly notify the Client and render reasonable assistance in lodging a formal police report.

25.6.4 Where loss or damage results directly from a Companion's proven negligence, liability shall be governed strictly by Section 11. 3A, covering duplicate issuance fees for re-issuable files or the liquidated ceiling for irreplaceable specimens, save that no contractual ceiling applies where the loss results from gross negligence, fraud, or wilful misconduct.

25.7 Biological Specimens — Packaging and Transport.

25.7(a) Transport of tissue blocks, fluid smears, and histopathology slides is subject to the Bio-Medical Waste Management Rules, 2016, and national transport guidelines.

25.7(b) Notwithstanding any other term, a Companion is legally prohibited from accepting any biological specimen or biopsy block unless the releasing laboratory provides it in a rigid, leak-proof primary container enclosed within a shatter-proof, biohazard-labeled secondary box. Companions are strictly instructed to refuse handover if specimens are offered in paper envelopes, ordinary plastic zip bags, or unsealed packaging.

25.7(c) Corelatin does not provide temperature-controlled or cold-chain biological transit. Corelatin disclaims all liability for cellular degeneration, thermal degradation, or diagnostic loss occurring during normal transit windows consistent with the facility's own stated guidance.

25.7(d) Corelatin reserves the absolute right to decline transport of any biological item that appears compromised, unsealed, or in violation of domestic transport rules.

25.8 Hospital and MRD Discretion. The Client explicitly recognizes that hospital administrators, Medical Superintendents, and MRD in-charges retain absolute institutional discretion to release or withhold documents, demand the patient's physical presence, verify original IDs, or delay processing. Corelatin makes no guarantee of successful pickup within a specific timeframe. Where a hospital refuses to release documents due to internal rules, unpaid hospital dues, or inadequate Client paperwork, Corelatin's duty is fulfilled by dispatching the Companion to the counter, and the standard Inability Fee shall apply under our Cancellation & Refund Policy. A facility's requirement that a Companion sign a release or authorization prohibited under Section 8.4.3 is a facility refusal for this Section.

25.9 Supplemental Client Indemnity. The Client shall indemnify and defend Corelatin and its Companions against any third-party claims, hospital sanctions, or legal damages arising from: (a) Fabricated, forged, or unauthorized Letters of Authorization provided by the Client; (b) Disputes between family members, executors, or heirs regarding legal entitlement to patient records; or (c) Contamination, spills, or administrative fines resulting from the Client's misrepresentation of the nature of a biological specimen; provided that this indemnity shall not apply to claims resulting directly and solely from Corelatin's or a Companion's proven negligence.

25.10 Data Protection under the Document Service.

25.10(a) Processing of personal and health data under this Section is strictly limited to identifying, securing, and transporting the specified docket.

25.10(b) Companions shall never view, read, or process internal medical charts, clinical diagnoses, or clinical photography.

25.10(c) Operational transit photos (such as external sealed envelopes, transport receipts, or hospital counter tokens) shall be systematically deleted from field personnel devices within seventy-two (72) hours of verified service completion, preserving only encrypted custody logs on Corelatin's administrative systems.

25.11 No Facilitation of Insurance or Government Reimbursement Claims.

25.11.1 The Document Service is strictly an administrative and logistical support service. Corelatin does not file, process, track, advocate, or manage medical reimbursement claims under any private insurance policy or Central/State Government scheme — including the Central Government Health Scheme (CGHS), Ex-Servicemen Contributory Health Scheme (ECHS), Ayushman Bharat (PM-JAY), or the Mukhya Mantri Lok Sevak Arogya Yojana (MMLSAY), Government of Assam. Reference to such schemes anywhere on the Platform is descriptive and informational only.

25.11.2 Corelatin personnel and Companions shall never ask for, receive, log into, or handle a Client's or Patient's government credentials, scheme passwords, Aadhaar OTPs, or MMLSAY portal logins. All digital claim submissions must be executed directly by the beneficiary or their lawful family representative.

25.11.3 Corelatin provides no advice or opinion regarding a Patient's scheme eligibility, claim admissibility, diagnostic code matching, or documentation sufficiency.

25.11.4 Companions are strictly instructed never to hold themselves out to hospital billing desks, Third-Party Administrators (TPAs), Drawing & Disbursing Officers (DDOs), or scheme nodal officers as insurance brokers, claims agents, recovery facilitators, or touts.

25.11.5 Corelatin bears no liability for the approval, delay, query, reduction, or rejection of any insurance or government scheme reimbursement claim.

25.11.6 Corelatin is not an insurance intermediary under the Insurance Regulatory and Development Authority Act, 1999 (which establishes and governs the Insurance Regulatory and Development Authority of India, "IRDAI"), nor does it practice law under the Advocates Act, 1961.

25.11.7 The Client remains solely responsible for ensuring that engaging an administrative courier aligns with their specific employer or scheme guidelines.

25.11.8 Corelatin charges flat logistical and administrative fees only. Corelatin strictly prohibits and never charges contingency fees, success percentages, or performance commissions tied to reimbursement payouts. Corelatin's administrative invoices must never be included inside an official medical claim dossier as an admissible medical treatment expenditure.

25.12 Outstation and International Delivery.

25.12.1 Corelatin executes on-ground pickups at hospitals located within its active service regions, but may arrange delivery of collected paper records to addresses across India or abroad via independent Delivery Partners.

25.12.2 For long-distance dispatches, standard transit timelines are estimates subject to carrier schedules. Corelatin does not guarantee clearance or acceptance at destination facilities.

25.12.3 Where delivery is requested to a destination outside India, the Client bears sole responsibility for ascertaining and complying with the customs, import, foreign exchange, and any other regulatory requirements of the destination jurisdiction applicable to the receipt of medical records or biological material, and shall indemnify Corelatin for any cost, penalty, or delay arising from the Client's failure to do so. Corelatin's obligation is limited to dispatch from India in accordance with the Delivery Partner's own international shipping terms.

25.13 Express Exclusions under the Document Service. The Document Service expressly excludes: (a) Following up, lobbying, or tracking insurance or scheme claim approvals; (b) Advising on clinical, legal, tax, or financial aspects of medical records; (c) Reviewing, certifying, or notarizing records beyond obtaining official hospital stamps; (d) Preparing or customizing claim applications or legal affidavits; (e) Interfacing with government treasuries, DDOs, or insurance underwriters; and (f) Long-term commercial warehousing or physical archiving of original medical records.

25.14 Supplemental Indemnity for Claim Submissions. The Client shall indemnify and hold Corelatin harmless from any regulatory inquiries, employer disciplinary actions, insurer audits, or legal liabilities arising from the Client's use or submission of documents collected by Corelatin in support of any insurance or government benefit reimbursement claim.

25.15 Anti-Bribery, Medico-Legal Verification, and Right of Reporting.

25.15.1 Companions and Corelatin employees are strictly prohibited from offering, promising, paying, or soliciting any bribe, speed money, facilitation gift, or illegal gratification to any hospital staff member, ward attendant, doctor, or public servant. Any attempt by a Client to compel a Companion to pay facilitation money shall result in immediate termination of the Service.

25.15.2 Where records are subject to a court or police hold, Corelatin may suspend collection until the Client obtains official clearance.

25.15.3 Corelatin reserves the right to terminate any booking and provide formal reports to law enforcement authorities, hospital administrations, or scheme vigilance departments if it reasonably suspects that a booking involves fraud, document forgery, fabricated billing, or identity theft.

25.16 Accuracy of Record Identifiers. The Companion's duty is strictly to collect the file matching the specific identifiers (such as Inpatient/IPD number, MRD registration number, or lab report ID) provided by the Client during booking. Corelatin bears no liability if the hospital releases an incorrect file as a result of erroneous or outdated registry numbers supplied by the Client.

26. DIALYSIS COMPANION SERVICE

26.1 Nature and scope. The Dialysis Service is a recurring, non-medical logistical companion service for a Patient undergoing maintenance haemodialysis at a hospital or dialysis centre ("Dialysis Facility"), each attendance being a "Dialysis Session". Within Sections 8.1 and 8.4, the Companion may: (a) meet and escort the Patient to and from the Dialysis Facility; (b) assist with registration, queue, token, and billing counters; (c) provide wheelchair assistance and steadying support under Section 8.1(d); (d) wait at the facility during the Dialysis Session; (e) carry the Patient's belongings and files; (f) collect reports, prescriptions, and pharmacy items on the Client's instruction; (g) send factual logistical updates to the Client or Responsible Adult; and (h) escort the Patient from the facility to transport arranged by the Client (including, where booked, a Client-Arranged Vehicle driven by the Companion under Section 8.5) and, where booked, to the residence door.

26.2 Suitability of the Patient. The Dialysis Service is available only where the Patient is on maintenance dialysis at an established facility and can sit, walk, or use a wheelchair with at most steadying assistance. It is not available where the Patient requires a stretcher, oxygen, ICU or ambulance-level transport, nursing care, or continuous clinical observation. Home dialysis (including peritoneal dialysis), continuous renal replacement therapy, ICU dialysis, and emergency or acute dialysis are excluded unless Corelatin expressly agrees otherwise in writing. The Client warrants that the Patient's treating clinician has not advised against travel with a non-medical companion. Corelatin may decline, suspend, or end the Service where the Patient appears to need clinical escort, and shall advise the Client to arrange appropriate care. Corelatin does not assess a Patient's fitness to travel.

26.3 Express exclusions. The Dialysis Service does not include, and a Companion shall not perform: (a) monitoring or measuring vital signs, weight, or fluid status; (b) examining, dressing, or handling any fistula, graft, catheter, or access site, or any tubing or machine; (c) giving, adjusting, or advising on any medication, supplement, fluid, or diet; (d) deciding whether a session is attended, delayed, shortened, or skipped; (e) interpreting reports, charts, or laboratory values; (f) infection-control, cleaning, or disinfection tasks within the treatment area; (g) lifting or physically transferring the Patient, other than the steadying support and wheelchair assistance in Section 8.1(d); (h) providing a vehicle, or driving any vehicle other than a Client-Arranged Vehicle under Section 8.5 where that arrangement is booked or agreed in writing; (i) ambulance, medical, or nursing transport; (j) obtaining, reserving, or paying for a dialysis slot or enrolment in any government or charitable program; and (k) any act prohibited by Section 8.2.

26.4 Facility rules and slots. The Dialysis Facility controls its schedule, visitor rules, waiting areas, and treatment-area access. Many facilities do not permit attendants in the treatment room, and Corelatin does not warrant access, waiting space, or timing. Session times may change at the facility's discretion. The Client is solely responsible for securing and confirming dialysis slots. Section 25.15 (no facilitation payments) and Section 25.11 (no scheme or claims facilitation) apply, and any reference to a government or charitable dialysis program is descriptive only.

26.5 Recurring bookings and continuity. (a) The recurring schedule (days, times, facility) is agreed at booking and confirmed through booking coordination, and may be changed by the Client on at least twenty-four (24) hours' notice. (b) Corelatin shall prioritize assigning the same Companion for recurring sessions; where that Companion is unavailable, Corelatin shall offer a substitute with prior notice; where neither the assigned Companion nor a substitute can attend a session, that session is refunded in full, including the gateway charge, under the Cancellation & Refund Policy. (c) If a Companion is unavailable, Corelatin shall notify the Client as soon as reasonably practicable and use reasonable efforts to provide a substitute. (d) Because a missed session can have serious health consequences, the Client shall maintain a contingency arrangement (a family member or alternative transport) for every session and shall not rely solely on the Service for the Patient's attendance. (e) Nothing in this Section limits Section 11.2 or 11.6. (f) Single acceptance for the whole package. A single acceptance of these Terms, the Privacy Policy, and the Cancellation & Refund Policy, given at the time a multi-session package is booked, applies to the entire package and to every session booking created under it — including session bookings generated automatically by the Platform on the agreed schedule before each session date. The Client is not required to re-accept these documents for each session; the acceptance recorded at booking (with the Terms version, timestamp, and IP address kept under Section 19.2) governs all sessions equally, and each session booking so created is a separate booking bound by that same acceptance.

26.6 Observation and reporting. A Companion observes and reports; a Companion does not assess or treat. If before, during, or after a Dialysis Session the Patient appears unwell (for example dizzy, faint, breathless, confused, in pain, or bleeding from the access site), the Companion shall immediately alert the nearest facility staff, contact the Client or Responsible Adult, remain with the Patient, give nothing to eat, drink, or take, and, outside a facility, call 108/102. First aid is limited to Section 8.3. A Companion shall not escort the Patient away from the facility until facility staff have indicated that the Patient may leave. If the Patient insists on leaving contrary to staff advice, the Companion shall alert staff and the Client and shall not restrain the Patient (Section 8.2(e)) or sign any discharge-against-advice document (Section 8.4.3(b)).

26.7 Missed, refused, or shortened sessions. The Companion shall promptly inform the Client and Responsible Adult if the Patient does not attend, declines to attend, or leaves a session early. A Companion has no authority to compel or decide. Adherence to the treatment schedule is the responsibility of the Patient, the Client, and the treating clinicians, and Corelatin does not guarantee attendance.

26.8 Food, fluids, and medicines. A Companion shall hand over or buy food, drink, or other items only on the Client's or Responsible Adult's specific, recorded instruction, consistent with the Patient's clinician-prescribed restrictions, and shall not otherwise offer or suggest anything. The Client is responsible for informing the Companion of any restrictions in writing. Corelatin is not liable for dietary, fluid, or medicine choices made on the Client's instruction. Section 8.2(a) continues to apply.

26.9 Infection control and health information. (a) The Companion shall apply standard precautions to every Patient, irrespective of any disclosed or undisclosed condition. (b) Corelatin does not require disclosure of a Patient's HIV status or other health status as a condition of booking, and shall not refuse, suspend, or end the Service on that basis, in keeping with Sections 3 and 8 of the HIV and AIDS (Prevention and Control) Act, 2017. (c) A Client may voluntarily share health information that the Client considers relevant to safety, which Corelatin shall use only for assignment and safety, keep confidential, and process under Section 22. (d) Segregation, isolation, and infection control within the treatment area are the Dialysis Facility's responsibility and not the Companion's.

26.10 Fees, billing, and packages. (a) Fees are as displayed on the Platform at booking, including any minimum engagement per Dialysis Session. (b) A single-session booking settles under Section 14.2; a multi-session package is prepaid in full online at booking. (c) A prepaid package is valid for ninety (90) days; unused sessions are refunded pro rata in accordance with the Cancellation & Refund Policy, subject to the early-exit cancellation charge in Section 26.11(d), the gateway surcharge remaining non-refundable as in Section 14.3. (d) A change in fees applies to recurring bookings only on fifteen (15) days' notice and not to sessions already paid for.

26.11 Cancellation, pause, and compassionate termination. (a) The Client may cancel an individual session on at least twenty-four (24) hours' notice; shorter notice is governed by the Cancellation & Refund Policy. (b) The Client may pause or end the Service immediately, with no cancellation charge, on the Patient's hospitalisation, clinical deterioration, transplant, move to home dialysis or another facility, or death, and Corelatin shall refund unused prepaid amounts under the Cancellation & Refund Policy. (c) Corelatin may suspend or end the Service for the reasons in Section 10, for threats to a Companion's safety, where the Patient's needs fall outside Section 26.2, or for non-payment, giving as much notice as reasonably practicable so that the Client can arrange alternatives. (d) Where the Client ends a prepaid multi-session package before all sessions are delivered for any reason other than clause (b), a cancellation charge of twenty percent (20%) of the value of the undelivered sessions applies; the remaining eighty percent (80%) of the unused prepaid sessions is refunded pro rata, the gateway charge remaining non-refundable under Section 14.3. This clause does not apply to individual-session cancellations under clause (a).

26.12 Client obligations. The Client shall: (a) designate a Responsible Adult reachable throughout every session; (b) give the facility name, schedule, and visitor rules; (c) complete all standing consents in advance (Section 8.4.12(a)); (d) keep the Patient's dialysis card, files, medicines, and identification ready; (e) provide diet and fluid restrictions in writing; (f) notify Corelatin immediately of any hospitalisation or change in condition or schedule; (g) arrange safe transport suited to the Patient's post-session condition — which may, by prior arrangement, be a Client-Arranged Vehicle driven by the Companion under Section 8.5; and (h) maintain the contingency arrangement in Section 26.5(d).

26.13 Signatures. Section 8.4, including Section 8.4.12, applies. A Companion shall not countersign any session sheet or clinical record and may sign only Ministerial Acknowledgments and a Companion Attendant Acknowledgment as defined there.

26.14 Transport. Corelatin provides companionship, not vehicles. Where booked or agreed in writing, a Companion may drive a Client-Arranged Vehicle under Section 8.5. Otherwise, local transport arranged at the Client's direction — including a cab booked by the Companion under Section 8.5.8 — is a Pass-Through Expense, and Corelatin is not liable for the acts of independent transport providers (Section 21), subject to Section 11.6.

26.15 Privacy. A Companion shall not photograph, record, or discuss other patients, machines, or charts, and shall not read any record (Section 25.4.4). Status updates shall be limited to logistical facts such as arrival, completion, and departure times. Section 22 applies to all health data.

26.16 Liability. Section 11 applies. Corelatin is not liable for the outcome of dialysis, for complications, or for a missed or shortened session attributable to the Patient, the Client, or the facility. Nothing here limits Sections 11.2 or 11.6.

GRIEVANCE REDRESSAL MATRIX & CONTACT BLOCK

Entity NameCorelatin
Registered OfficeGhaziabad, Uttar Pradesh, India — 201014
Customer Supportsupport@corelatin.in | Support Helpline: +91-9870550407
Grievance OfficerShubham Tiwari | Direct Grievance Contact: +91-9625700843
Statutory ComplianceRule 4, Consumer Protection (E-Commerce) Rules, 2020 | IT Rules, 2021 (User Content only) | IT Act, 2000 & SPDI Rules, 2011 (data, currently operative) | DPDPA, 2023 (data, phased commencement — see §22.1) | CERT-In Directions, 2022 (breach reporting, currently operative)
Resolution StandardFormal complaint acknowledgement within twenty-four (24) hours; substantive dispute investigation and resolution within fifteen (15) days. Every registered grievance receives an operational reference tracking number.