1. INTRODUCTION

This Website Service Delivery Policy ("Policy") outlines the terms and conditions under which HealthCRED ("We," "Us," "Our") provides services through [https://healthcred.co.in] ("Website"). By accessing or using our website, users acknowledge and agree to comply with the terms set forth in this Policy.

2. Scope of Services

HealthCRED provides financial services to the healthcare sector, including but not limited to cashless claim financing, term loans for healthcare infrastructure, reimbursement financing for instant patient payments, assisting patients in processing the documentation and facilitate the reimbursement process for medical treatment, supply chain and channel financing to facilitate supplier payments, and professional loans for doctors expanding their practice. The website shall remain operational 24 (twenty-four) hours a day, 7 (seven) days a week, except during scheduled maintenance or in the event of unforeseen technical issues.

3. Service Availability and Uptime

HealthCRED endeavors to maintain an uptime of 99.99 percent of its website and related online services. Scheduled maintenance shall be communicated to users in advance through email or website notifications. HealthCRED shall not be held liable for service interruptions caused by third-party service failures, cyberattacks, force majeure events, or any circumstances beyond its reasonable control.

4. Service Response and Support

Customer support services shall be available through email, chat, and phone from Monday to Friday, between 10 (ten) o’clock in the morning and 6 (six) o’clock in the evening, Indian Standard Time. General inquiries shall be responded to within a period of 24 (twenty-four) hours, while urgent service disruptions shall be addressed within 3 (three) hours of receipt of the complaint.

5. Payment and Refund Policy

All payments for services shall be made through approved digital payment methods, including but not limited to bank transfers, UPI, and credit or debit cards. Fees paid for services are non-refundable except in cases where a billing error has occurred or under specific circumstances determined solely at the discretion of HealthCRED. Any request for a refund must be submitted to the designated support email within 7 (seven) days from the date of the transaction, failing which no claims for a refund shall be entertained.

6. Data Privacy and Security 

HealthCRED shall ensure compliance with all applicable data protection laws, including but not limited to the Information Technology Act, 2000 of India, and the General Data Protection Regulation (GDPR), where applicable. All personal data collected through the website shall be handled in accordance with the Privacy Policy of HealthCRED. Adequate security measures shall be implemented to prevent unauthorized access, disclosure, or alteration of user data. HealthCRED reserves the right to use anonymized data analytics to improve service efficiency, risk assessment models, and product offerings.

7. User Responsibilities

Users of the website shall be responsible for providing accurate and up-to-date information when availing themselves of the services. They shall be bound to comply with the Terms of Use and Privacy Policy of HealthCRED and shall refrain from engaging in unauthorized access, fraudulent transactions, or any other activity that may compromise the integrity and security of the platform. Users also acknowledge that repeated defaults on financial obligations may result in restricted access to HealthCRED’s services and may impact their creditworthiness.

8. Third- Party Engagement

HealthCRED reserves the right to engage third-party service providers, affiliates, or partners for various functions, including but not limited to loan processing, credit risk evaluation, debt collection, fraud prevention, customer support, and technology infrastructure. Users acknowledge and agree that:

1. Third-Party Services: Some services availed through HealthCRED may be fulfilled or facilitated through third-party entities, and their respective terms and policies may apply in addition to this Policy.

2. Liability Limitation: HealthCRED shall not be held liable for any direct or indirect losses resulting from the performance, non-performance, or misconduct of third-party service providers.

3. Data Sharing & Compliance: To the extent necessary, HealthCRED may share user data with third-party partners for service fulfillment, risk assessment, regulatory compliance, and fraud prevention, ensuring compliance with applicable data protection laws.

4. Debt Recovery: In the event of non-repayment, HealthCRED may engage external debt collection agencies, and users shall be responsible for any additional costs incurred during recovery proceedings.

5. Technology & Security: HealthCRED may integrate third-party payment gateways, cloud hosting, or AI-driven credit risk systems to enhance user experience and operational efficiency.

6. Dispute Resolution with Third Parties: Any disputes arising from third-party services must be directly settled with the respective provider unless explicitly stated otherwise by HealthCRED.

9. Modifications to the Policy

HealthCRED reserves the right to update, modify, or amend this Policy at any time, at its sole discretion. Any such modifications shall be communicated to users via email and a notice on the website. Continued use of the website and its services after any modifications shall be deemed as acceptance of the updated Policy.

10. AI-Driven Risk Assessment

HealthCRED reserves the right to use AI-driven risk models for credit evaluation, fraud detection, and service eligibility decisions. Users acknowledge that certain services may be restricted based on AI assessments, and HealthCRED shall not be obligated to provide manual reassessments unless explicitly required by applicable law.

11. Non-Disparagement and Reputation Protection

Users shall not make defamatory, misleading, or false statements about HealthCRED’s services in public forums, including but not limited to social media, review platforms, or other public-facing mediums. Any violation of this provision may result in immediate service termination and potential legal action, including claims for damages and injunctive relief.

12. Limitation of Liability

HealthCRED shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, loss of business, loss of data, or reputational harm arising from the use of the website or services. The maximum liability of HealthCRED under this Policy shall not exceed the amount paid by the user for the services availed, if any, in the last 6 (six) months preceding the claim. HealthCRED further reserves the right to pursue legal remedies in cases of fraudulent claims, misuse of services, or other violations of its financial policies.

13. Governing Law and Dispute Resolution

This Policy shall be governed by and construed in accordance with the laws of India. Any disputes arising out of or related to this Policy shall be settled through arbitration in accordance with the Arbitration and Conciliation Act, 1996. The seat of arbitration shall be New Delhi, India. The arbitration proceedings shall be conducted in English. Users waive their right to participate in class actions against HealthCRED.

14. Force Majeure

HealthCRED shall not be held liable for any failure or delay in performance due to circumstances beyond its reasonable control, including but not limited to acts of God, pandemics, governmental restrictions, internet or telecommunication failures, cyberattacks, labor disputes, or force majeure events. In the event of prolonged service disruptions due to force majeure conditions, HealthCRED shall make reasonable efforts to ensure continuity of essential financial services through alternative arrangements.

15. Termination of Services 

HealthCRED reserves the right to terminate or suspend a user’s access to its services if the user violates any terms outlined in this Policy, engages in fraudulent activities, misuses the platform, or disrupts its operations. No refunds shall be issued upon termination due to a breach of this Policy by the user. In cases of repeated misuse or fraudulent activity, HealthCRED reserves the right to report such incidents to relevant credit bureaus, financial institutions, and law enforcement authorities.

16. Indemnification 

Users agree to indemnify, defend, and hold harmless HealthCRED, its affiliates, directors, employees, and agents from any claims, liabilities, damages, losses, or expenses arising out of their misuse of the website, violation of this Policy, or infringement of any third-party rights. Users shall be solely responsible for any consequences resulting from their failure to comply with this Policy or any applicable laws.

17. Intellectual Property Rights

All content, trademarks, branding, software, and technology associated with HealthCRED’s services are the exclusive property of HealthCRED or its licensors. Users shall not reproduce, distribute, modify, or use any proprietary information belonging to HealthCRED without prior written consent. Unauthorized use of proprietary technology or software shall result in legal action, including claims for damages and injunctive relief.

18. Contact Information

For any inquiries or support requests, users may contact HealthCRED through the following channels: Email at info@healthcred.co.in, or the registered office address as specified on the website.