Read this carefully before submitting your enquiry
These Terms & Conditions (the "Terms") form a legally binding agreement between you and Theranostic Physicians Private Limited ("TPPL", "we", "us", "our") in relation to the Online Consultation service offered through nuclearmedicinetherapy.in. By submitting an enquiry, ticking the consent boxes on the enquiry form, making payment, or attending a consultation, you confirm that you have read, understood, and agreed to be bound by these Terms.
These Terms are service-specific and supplement, but do not replace, our general Website Terms of Use and Privacy Policy. In the event of any conflict between these Terms and our general terms or privacy policy in respect of the Online Consultation service, these Terms prevail.
i.
Parties & definitions
For the purposes of these Terms:
- "TPPL" means Theranostic Physicians Private Limited, a company incorporated under the Companies Act, 2013, having its registered office at N-5, D Block, Saket, New Delhi 110017, India, and operating its clinical activities from the Department of Nuclear Medicine, Lower Ground Floor, Fortis Memorial Research Institute, Sector 44, Gurugram, Haryana 122002.
- "Service" means the Online Consultation service offered by TPPL, comprising a scheduled video or voice meeting between a TPPL Consultant and the Patient (with caregivers permitted to attend), preceded by review of records uploaded by the Submitter, and followed by a structured written summary delivered by secure email.
- "Consultant" means a Registered Medical Practitioner engaged by TPPL to deliver the Service. As at the effective date of these Terms, the Consultants are Dr. Ishita B. Sen and Dr. Dharmender Malik.
- "Patient" means the natural person whose clinical condition is the subject of the consultation.
- "Submitter" means the natural person who submits the enquiry form on behalf of (or as) the Patient. The Submitter and the Patient may be the same person.
- "User" means any visitor to the website who interacts with the enquiry form, including the Submitter and the Patient.
- "Records" means the documents uploaded by the Submitter through the enquiry form — namely, scan reports (current and previous), pathology, biochemistry, treatment notes, clinical history, the patient's identity card, and any other documents the Submitter chooses to share.
- "Consultation Slot" means the date and time confirmed in writing by TPPL for the Service to be delivered.
- "NMC Guidelines" means the Telemedicine Practice Guidelines, 2020 issued by the National Medical Commission (and any rules, regulations, or amendments superseding them).
ii.
Nature of the Service
The Service is a scheduled clinical consultation conducted online, governed by and provided in accordance with the NMC Guidelines. It comprises:
- A 20-minute video or voice meeting between the Consultant and the Patient (caregivers and family members may attend with the Patient's consent);
- Review of the Records uploaded by the Submitter no less than 24 hours prior to the Consultation Slot;
- A written summary, including any prescription where clinically appropriate, delivered by secure email within 24 hours of the consultation, except on Sundays and public holidays observed in India, when delivery may extend to the next working day.
The Service is intended to provide specialist nuclear-medicine and theranostics guidance, including (without limitation) discussion of candidacy for theranostic therapy, response between cycles, and review of treatment plans proposed by other clinicians. The Service is delivered as a clinical opinion based on the Records and the discussion held during the Consultation Slot.
Not an emergency service
The Service is not an emergency or urgent-care service. If the Patient has acute symptoms — including but not limited to chest pain, breathlessness, uncontrolled bleeding, neurological deficit, suspected sepsis, or thoughts of self-harm — the Submitter and/or Patient must seek immediate care at the nearest emergency department. TPPL accepts no liability for delays caused by reliance on the Service in lieu of emergency care.
iii.
Eligibility
The Service is offered subject to strict eligibility requirements. By submitting the enquiry form, the Submitter represents and warrants that all of the following are true:
- The Submitter is at least 18 (eighteen) years of age on the date of submission;
- The Patient is either an Indian national, or a foreign national lawfully resident in India, and the Patient will be physically located within the territory of the Republic of India at the time the Consultation Slot takes place;
- The Submitter has the legal authority and (where applicable) the Patient's informed consent to share the Patient's medical records and personal information with TPPL for the purposes of the Service;
- The Submitter is acting in good faith and not on behalf of any party seeking to obtain medical opinion for malicious, fraudulent, insurance-related, or litigation-related purposes without disclosing such purpose in writing to TPPL.
TPPL reserves the right to decline or terminate any enquiry at its sole discretion if eligibility cannot be reasonably established, or if the Submitter or Patient is found to have provided false, misleading, or incomplete information regarding any of the foregoing. Where an enquiry is declined for ineligibility before a fee has been collected, no fee shall be charged. Where ineligibility is discovered after payment has been made, the fee is non-refundable — verifying eligibility prior to payment is the sole responsibility of the Submitter.
iv.
Submission process
The Service is initiated by submission of the enquiry form on the Online Consultation page. The process is as follows:
1. Enquiry submission
The Submitter completes the enquiry form, uploads the required Records (including a government-issued identity card of the Patient), and ticks all consent boxes including acceptance of these Terms.
2. Administrator review
A TPPL administrator reviews the submission within one working day to determine clinical sufficiency. Where the Records are incomplete, unclear, or otherwise inadequate to enable a meaningful consultation, the administrator will contact the Submitter by email or via the patient dashboard to request additional information.
3. Submitter confirmation of accuracy
Before the case is forwarded to the Consultant, the Submitter shall be asked to confirm in writing that the Records submitted are correct, current, and pertain to the named Patient. This confirmation is a material condition of the Service.
4. Consultant assignment & slot confirmation
The case is forwarded to the Consultant. A Consultation Slot is offered to the Submitter by email; payment is collected through a secure payment link. Upon successful payment, the Consultation Slot is confirmed in writing.
5. Pre-consultation link
A secure video link is emailed to the Submitter approximately 15 minutes prior to the Consultation Slot.
v.
Data accuracy
Important — please read
The clinical guidance provided by the Consultant is based entirely on the Records and information you provide. The Consultant does not, and cannot, independently verify the authenticity, accuracy, or currency of the documents you upload or the descriptions you write.
The Submitter warrants and undertakes that:
- All Records uploaded are genuine, unaltered copies of records originally issued in respect of the named Patient;
- All Records are current, in the sense that they reflect the most recent investigations and treatments where these are clinically relevant;
- All written information provided in the form (including clinical history, current treatments, and the patient's general condition) is truthful, complete, and not misleading;
- The identity card uploaded belongs to the named Patient and has not been altered.
The Submitter acknowledges and agrees that:
- Any guidance, prescription, or written summary issued by the Consultant is contingent on the accuracy of the Records and information provided;
- If any Records or information later prove to be incorrect, outdated, fabricated, or pertaining to a person other than the Patient, the consultation outcome may be invalid and TPPL shall bear no liability for any consequence arising from such inaccuracy;
- TPPL reserves the right to retract any prescription or written advice previously issued, and to terminate any further engagement, where material inaccuracy is discovered.
vi.
Fees, payment & refunds
Fee
The fee for the Service is ₹ 2,500 (Indian Rupees two thousand five hundred only) per consultation, exclusive of any applicable taxes which shall be borne by the Submitter where charged. The fee covers the Consultant's preparatory review of the Records, the 20-minute consultation, and the written summary delivered thereafter.
Payment
Payment is collected through a secure third-party payment gateway (such as Razorpay or such other payment gateway as TPPL may engage from time to time) after the Submitter and TPPL have agreed a Consultation Slot, and is a precondition to confirmation of that slot. TPPL does not store payment card details directly; payment processing is handled by third-party payment processors regulated under Indian law and bound by their own terms.
Refunds
The fee is refundable in full where:
- The Consultation Slot cannot be delivered on the confirmed date and time for reasons attributable to TPPL or the Consultant, and the Submitter does not wish to reschedule; or
- An identifiable and unresolvable technical failure of TPPL's chosen video platform prevents the consultation from being held, no audio-only alternative is acceptable to the Submitter, and a reasonable attempt to reschedule is not accepted. (TPPL ordinarily uses Google Meet or, alternatively, a WhatsApp video or audio call; in the event of a technical, internet, or user-side proficiency issue, an audio-only consultation will be offered as a substitute. A refund is treated as a last resort.)
The fee is non-refundable where:
- The Submitter or Patient is found to be ineligible after payment has been made. Eligibility (Clause iii) is the sole responsibility of the Submitter to verify before paying;
- The Submitter or Patient fails to attend the Consultation Slot without prior intimation of at least 4 hours;
- The consultation is delivered as scheduled, regardless of the Submitter's subjective satisfaction with the clinical opinion offered;
- The consultation cannot proceed because the Submitter has failed to upload Records 24 hours in advance, or has uploaded Records that are materially incomplete despite the administrator's prior request for clarification.
Mode of refund
Where a refund is due under this Clause, it shall be processed back through the same payment gateway through which the fee was originally collected, to the original payment instrument. Any transaction or processing fee levied by the payment gateway on the refund transaction shall be borne by the Submitter, and the refund amount remitted shall accordingly be net of such fee. Refunds are typically processed within 7 to 14 working days, subject to the gateway's own settlement timelines.
vii.
Scheduling & rescheduling
Rescheduling by TPPL
The Consultants are practising clinicians at Fortis Memorial Research Institute, Gurugram, with active patient-care responsibilities. In rare cases — almost always involving a clinical emergency in the department — the Consultant may be unable to attend a confirmed Consultation Slot.
In such circumstances, TPPL will endeavour to give the Submitter as much advance notice as is reasonably possible, and will offer the next available Consultation Slot at a time mutually convenient to the Submitter and the Consultant. By the nature of clinical emergencies, however, notice may sometimes be short and may, on occasion, occur on the day of the call itself. TPPL accepts no liability for inconvenience caused by such unavoidable rescheduling, save for the right to a full refund as set out in Clause vi if the Submitter does not wish to reschedule.
Rescheduling by Submitter
The Submitter may request to reschedule a confirmed Consultation Slot by emailing the administrator at least 24 hours before the scheduled time. One reschedule per consultation is offered without additional charge. Subsequent reschedules may be subject to an administrative fee at TPPL's discretion.
No-show
If the Submitter or Patient fails to join the Consultation Slot within 5 minutes of the scheduled time, the Consultant may cancel the slot. The fee shall be forfeited as set out in Clause vi.
viii.
In-person consultations
Where the Submitter selects an in-person OPD appointment in lieu of an online consultation, the TPPL administrator shall facilitate an appointment with the Consultant at:
Department of Nuclear Medicine and Molecular Imaging,
Lower Ground Floor,
Fortis Memorial Research Institute,
Sector 44, Gurugram, Haryana 122002, India.
In-person consultations are conducted under the policies, fee schedule, and clinical protocols of Fortis Memorial Research Institute, not TPPL. The TPPL administrator's role is limited to scheduling and coordinating the appointment. Any clinical investigations, imaging, admissions, or treatments arising from the in-person consultation will be billed by the hospital under its own arrangements.
The ₹ 2,500 online consultation fee does not apply to in-person consultations and will not be charged where the Submitter selects this option in the enquiry form.
ix.
Data retention & storage
Retention on TPPL infrastructure
TPPL retains Records on its primary access-controlled servers for a period of 14 (fourteen) days from the date of the consultation. After this period, Records are deleted from the primary servers in the ordinary course.
Third-party storage providers
Important disclosure
TPPL relies on third-party cloud storage and backup providers — including, without limitation, Amazon Web Services (AWS), and other infrastructure or backup providers TPPL may engage from time to time — to host its servers and maintain disaster-recovery copies. Such third-party providers may retain backup copies of Records for periods longer than 14 days, in accordance with their own data-retention, backup-rotation, and disaster-recovery policies, over which TPPL has only limited control.
By submitting Records to TPPL, the Submitter acknowledges and consents to:
- Storage of the Records on infrastructure operated by such third-party providers;
- The possibility that backup copies may persist on third-party infrastructure beyond TPPL's primary 14-day retention window;
- TPPL's limited ability to compel earlier deletion from such backup systems, beyond the standard contractual data-handling commitments TPPL maintains with its providers.
Recording of sessions
Consultations are never recorded — neither audio nor video. TPPL does not record sessions under any circumstances. The Submitter and Patient are likewise asked not to record the consultation, in keeping with the confidential nature of the discussion and out of respect for the Consultant.
x.
Confidentiality & consent
TPPL handles all Patient information in accordance with applicable Indian medical-confidentiality standards, the Indian Medical Council (Professional Conduct, Etiquette and Ethics) Regulations, 2002, and the Digital Personal Data Protection Act, 2023.
By submitting the enquiry form, the Submitter consents to:
- Collection, storage, and processing of the Records and other personal information for the purpose of delivering the Service;
- Sharing of such information with the Consultant, the TPPL administrator handling the case, and (where strictly necessary) third-party processors engaged by TPPL for hosting, payment, or communication;
- Use of fully anonymised case material — with all personally identifying information removed — for purposes of academic teaching, peer-reviewed publication, or quality improvement, only where the Submitter has separately consented in writing.
TPPL will not sell, rent, or transfer Patient information to any third party for marketing or commercial purposes. Disclosure to law-enforcement agencies, courts, or regulators will be made only where required by valid legal process.
xi.
Prescriptions & written advice
Where clinically appropriate, the Consultant may issue a written prescription or written treatment advice in respect of the Patient. Such prescriptions and advice are issued in accordance with the NMC Guidelines and within the scope of the Consultant's registration and clinical judgement.
The Submitter and Patient acknowledge that:
- Any prescription is intended to be filled by a licensed pharmacy in India;
- Implementation of any clinical advice should be coordinated with the Patient's treating physician, who retains overall responsibility for the Patient's care;
- The Consultant is not required to issue a prescription where, in their clinical judgement, doing so would be inappropriate based on the Records reviewed; and the absence of a prescription does not constitute a failure of Service.
xii.
Scope & limitations
The Submitter and Patient acknowledge that the Service has the following express limitations:
- The Service does not include hands-on physical examination, hospital admission, surgical opinion, or emergency care;
- The Service does not constitute booking of any theranostic therapy or procedure; treatment at FMRI is a separate engagement governed by the hospital's own protocols and consent processes;
- This Service does not require imaging files (DICOM); the Consultant's review is based on imaging reports and other clinical records as uploaded;
- The Consultant's opinion is based on the records and discussion at the time of the consultation and may change in the light of subsequent investigations, second opinions, or clinical developments;
- The Service does not promise or guarantee any specific clinical outcome, prognosis, or diagnostic conclusion. A second opinion may confirm the original report or surface clinically meaningful differences; both outcomes are legitimate.
xiii.
Limitation of liability
To the maximum extent permitted by applicable law:
- TPPL's aggregate liability to the Submitter and the Patient, in contract, tort (including negligence), or otherwise, in respect of any single consultation, shall not exceed the amount of the fee actually paid for that consultation;
- TPPL shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including (without limitation) loss of profits, loss of opportunity, or loss of expected treatment outcomes;
- TPPL shall not be liable for any harm arising from inaccurate, incomplete, fabricated, or non-current Records provided by the Submitter, or from the Submitter's or Patient's failure to disclose material clinical information;
- TPPL shall not be liable for any harm arising from the Submitter's or Patient's reliance on the Service in lieu of emergency or in-person care where such care was clinically indicated;
- TPPL shall not be liable for the actions, omissions, or fee structures of Fortis Memorial Research Institute in respect of any in-person appointment facilitated through the administrator, or for the conduct of any third-party payment processor, video platform, or storage provider engaged in the delivery of the Service.
Nothing in this clause limits liability for: (a) death or personal injury caused by TPPL's gross negligence or wilful misconduct; (b) fraudulent misrepresentation; or (c) any other liability that cannot lawfully be excluded under applicable Indian law.
xiv.
Termination
TPPL may decline, suspend, or terminate the Service in respect of a particular Submitter or Patient, with or without prior notice, where:
- Eligibility cannot be reasonably established or is found to have been misrepresented;
- Records or information provided are found to be materially inaccurate, fabricated, or pertaining to a person other than the named Patient;
- The Submitter or Patient engages in abusive, threatening, or otherwise inappropriate conduct toward TPPL personnel;
- Continued provision of the Service would, in the Consultant's clinical judgement, be unsafe, unethical, or contrary to the Patient's interest;
- The Submitter fails to pay the fee within a reasonable time of the Consultation Slot being offered.
Where the Service is terminated by TPPL before the consultation has been delivered, the fee (if collected) will be refunded in accordance with Clause vi.
xv.
Amendments to these Terms
TPPL may revise these Terms from time to time to reflect changes in clinical practice, regulatory requirements, fee structures, or business arrangements. Revised Terms will be posted at this URL with an updated effective date. The version of the Terms in force on the date of the Submitter's enquiry shall govern that enquiry. Continued use of the Service after a revision constitutes acceptance of the revised Terms in respect of any future enquiry.
xvi.
Governing law & jurisdiction
These Terms are governed by and construed in accordance with the laws of the Republic of India. Any dispute, claim, or controversy arising out of or in connection with these Terms, the Service, or any consultation provided thereunder shall be subject to the exclusive jurisdiction of the courts at New Delhi, India.
The parties agree to attempt to resolve any dispute amicably through written correspondence with TPPL's grievance redressal officer (see Clause xvii) before initiating formal legal proceedings.
xvii.
Grievance redressal
If you have a complaint, concern, or grievance in respect of the Service — including in respect of the conduct of a consultation, the handling of your Records, or any aspect of TPPL's interaction with you — please write to the Grievance Redressal Officer at:
Manav Sadhwani, Grievance Redressal Officer,
Theranostic Physicians Private Limited,
Email: info@nuclearmedicinetherapy.in
TPPL will acknowledge your grievance within 3 working days and endeavour to provide a substantive response within 15 working days. Where a complaint pertains to the clinical conduct of a registered medical practitioner, you may also approach the relevant State Medical Council under whose registration the practitioner is enrolled.