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Terms of Use

Effective: April 27, 2026 · Governed by Indian law

Please read these Terms of Use ("Terms") carefully before using app.credence.health. By accessing or using the platform, registering an account, booking a consultation or making a payment, you enter into a legally binding agreement with Credence Digital Health under Section 10A of the Information Technology Act, 2000. If you do not agree, please do not use the platform.

1. About Credence Digital Health

Credence Digital Health ("Credence", "we", "us") operates a technology platform that connects patients with independent Registered Medical Practitioners (RMPs) registered with the National Medical Commission or a State Medical Council. We are an "intermediary" within the meaning of Section 2(1)(w) of the IT Act, 2000 and observe the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.

The treating RMP — not Credence — is responsible for clinical decisions, diagnoses, prescriptions and continuity of care. Credence is not a hospital, pharmacy or healthcare provider; we provide the technology that enables the consultation and supports record-keeping, scheduling and payments.

2. Eligibility

  • You must be 18 years or older to register an independent account. Users below 18 may use the platform only through a parent or lawful guardian, who is responsible for all activity on the account and must provide verifiable consent under Section 9 of the Digital Personal Data Protection Act, 2023.
  • By registering you confirm that the personal and health information you provide is accurate and that you are legally entitled to disclose it.
  • RMPs registering on the platform must hold a current registration with the National Medical Commission or a State Medical Council, and must comply with the Indian Medical Council (Professional Conduct, Etiquette and Ethics) Regulations, 2002 and the Telemedicine Practice Guidelines, 2020.

3. Telemedicine — scope and limits

  • Consultations on this platform follow the Telemedicine Practice Guidelines, 2020 notified by the Ministry of Health and Family Welfare.
  • The treating RMP may, in their professional judgement, decline to issue a prescription via teleconsultation, refer you for an in-person examination, or limit prescriptions to those permitted under the Guidelines. Schedule X drugs and most NDPS substances cannot be prescribed via teleconsultation and any restricted-list medication must be prescribed only after appropriate evaluation.
  • You must give the RMP accurate, complete information; provide identification when asked; and follow the agreed care plan. You acknowledge that the RMP relies on the information you provide and on the limited examination possible over video.
  • Telemedicine is not for medical emergencies. If you have chest pain, severe breathing difficulty, suspected stroke, severe bleeding, suicidal thoughts or any life-threatening symptom, call 108 (ambulance) or 112 (national emergency number) or visit the nearest hospital.
  • The platform is not a substitute for in-person care where in-person examination, hands-on procedures, urgent diagnostics or hospitalisation are clinically required.

4. Account, security and acceptable use

  • You are responsible for keeping your login credentials confidential and for all activity under your account. Notify us immediately at hello@credence.health if you suspect unauthorised use.
  • You may not: (a) impersonate another person; (b) record, copy, redistribute or publicly broadcast any consultation without the explicit written consent of all participants; (c) attempt to access another user's account, records or notes; (d) attempt to bypass security, scrape data, reverse-engineer the platform, or upload malware; (e) misuse the platform to harass, defame or threaten any user or RMP; (f) misuse e-prescriptions in any way that violates the Drugs and Cosmetics Act, 1940 or Narcotic Drugs and Psychotropic Substances Act, 1985.
  • The platform's intellectual property — software, design, logos, content and templates — belongs to Credence or its licensors and is protected under Indian copyright, trademark and trade-secret law. You receive a non-exclusive, non-transferable, revocable licence to use it solely for the intended purpose.

5. Bookings, fees and payments

  • Consultation fees are set by the treating RMP or sponsoring organisation and are displayed in Indian Rupees (INR) before you confirm a booking. Fees are inclusive of GST where applicable.
  • Payments are processed by our PCI-DSS-compliant payment gateway, Razorpay. We do not store your full card / UPI / net-banking credentials.
  • For paid Online Visits, the payment is first authorised (held) by your card issuer when you book and is captured (actually charged) only after the doctor ends the consultation. If the consultation does not take place, the hold is released automatically — typically within 5 to 7 working days, depending on your bank.
  • Refunds, cancellations and no-show charges are governed by our Cancellation & Refund Policy, which forms part of these Terms.

6. Privacy and data protection

Your privacy is governed by our Privacy Policy, issued under the Digital Personal Data Protection Act, 2023, the IT Act, 2000 and the SPDI Rules, 2011. Please read it carefully before using the platform.

7. User-generated content

If you upload medical records, photos, voice notes or other material, you confirm that you own the content or have permission to share it. You grant Credence a non-exclusive, royalty-free, India-wide licence to host, display and process the content solely to provide the service to you and to comply with applicable law. You retain ownership of your content.

8. Intermediary disclaimer and limitation of liability

  • The platform is provided on an "as is" and "as available" basis. To the maximum extent permitted by law, Credence disclaims all warranties — express, implied or statutory — including merchantability, fitness for a particular purpose, accuracy and non-infringement.
  • As an intermediary under Section 79 of the IT Act, 2000, Credence is not liable for the clinical advice, diagnosis or prescription given by an RMP or the content uploaded by users, provided we observe due diligence under the IT (Intermediary Guidelines) Rules, 2021.
  • To the extent permitted by Indian law, Credence's total aggregate liability for any claim arising out of or in connection with these Terms shall not exceed the consultation fee actually paid by you for the consultation that is the subject of the claim, or INR 10,000, whichever is higher.
  • Nothing in these Terms excludes or limits liability that cannot be excluded under Indian law — including liability for death or personal injury caused by gross negligence, fraud or wilful misconduct, or rights guaranteed under the Consumer Protection Act, 2019.

9. Suspension and termination

  • You may close your account at any time by writing to hello@credence.health. We will retain medical records for the period required by the Telemedicine Practice Guidelines, 2020 (3 years minimum), tax records for 8 years, and security logs for 180 days.
  • We may suspend or terminate access to the platform if we reasonably believe you have breached these Terms or any applicable law, on prior notice where practicable except where immediate action is required for safety, legal compliance or platform security.

10. Notices, complaints and Grievance Officer

For grievances under Rule 3(2) of the IT (Intermediary Guidelines) Rules, 2021, contact our Grievance Officer:

Grievance Officer — Credence Digital Health
Email: hello@credence.health   (subject: "Grievance")
Postal: Technopark Phase 1, Kazhakootam, Thiruvananthapuram — 695581.

We acknowledge complaints within 24 hours and resolve them within 15 days. Consumer rights under the Consumer Protection Act, 2019 are not affected.

11. Changes to these Terms

We may update these Terms from time to time. The current version will always be available at app.credence.health/Home/TermsOfUse. Material changes will be notified to you in-app or by email at least 7 days before they take effect. Continued use of the platform after that constitutes acceptance.

12. Dispute resolution, governing law and jurisdiction

  • These Terms are governed by the laws of India.
  • Any dispute arising out of or in connection with these Terms shall be first attempted to be resolved through good-faith negotiation. Send a Notice of Dispute to hello@credence.health setting out the facts and the relief sought.
  • If unresolved within 60 days, the dispute shall be referred to arbitration by a sole arbitrator mutually appointed, conducted under the Arbitration and Conciliation Act, 1996, with the seat at Thiruvananthapuram, Kerala, in English.
  • Subject to arbitration above, the courts at Thiruvananthapuram, Kerala have exclusive jurisdiction. Nothing in this clause restricts your statutory rights as a consumer to approach the appropriate consumer forum under the Consumer Protection Act, 2019.

13. Severability and entire agreement

If any provision of these Terms is held unenforceable, the remaining provisions remain in full effect. These Terms, together with the Privacy Policy and Cancellation & Refund Policy, constitute the entire agreement between you and Credence regarding your use of the platform.

14. Contact

Credence Digital Health
Technopark Phase 1, Kazhakootam,
Thiruvananthapuram — 695581, Kerala, India.
hello@credence.health · app.credence.health
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