Provider Terms & Conditions

This Agreement applies to any individual or entity registering on Seevak Care in the role of Doctor or Lab / Diagnostics Store (collectively “Provider”). It governs the obligations, standards, and penalties applicable to Providers when offering services through the platform.

Patients are covered by the general Terms & Conditions and are not subject to this Agreement.

Accuracy of Information: All details submitted during registration — name, qualifications, registration/license number, chamber address, lab accreditation — must be accurate, current, and verifiable. Providing false information is grounds for immediate account termination and may attract legal liability.

Doctor Credentials: Doctors must hold a valid registration with the National Medical Commission (NMC) or the respective State Medical Council. The license number provided is subject to verification by the Company.

Lab Store Credentials: Labs are encouraged to provide NABL or NABH accreditation numbers where applicable. Accreditation status is displayed on the Provider profile and may influence patient trust signals.

Verification Timeline: Accounts may be placed under review for up to 7 business days. During this period, the Provider can complete profile setup but may not be listed publicly until verification is approved by the Company.

Updates: Providers must update their profile within 7 days of any change in their credentials, chamber address, or operating hours. Failure to do so may result in incorrect information being shown to patients.

When a Provider accepts a booking on Seevak Care — whether an appointment (doctor) or a lab test booking (lab store) — they enter into a binding service commitment with the patient. Acceptance is a contractual promise to deliver the service at the agreed date, time, and location.

Providers must treat accepted bookings with the same seriousness as any formal professional engagement. Routine no-shows or last-minute cancellations directly harm patients who may have taken time off work, arranged travel, or depended on the appointment for health decisions.

Grace period: Providers may cancel a booking without penalty if the cancellation is made at least 24 hours before the scheduled time (doctors) or at least 12 hours before the scheduled time (lab stores). Cancellations within these windows attract the penalties listed in Section 6.

Punctuality: Doctors must be present and available at the confirmed chamber at or before the scheduled start time. A grace period of 15 minutes beyond the published start time is permitted; delays beyond 15 minutes that affect booked patients are treated as partial no-shows.

Advance Cancellation: If a doctor cannot attend a session, they must cancel all affected bookings through the platform dashboard at least 24 hours in advance. Patients will be notified automatically.

Emergency Absences: In genuine emergencies (hospitalisation, bereavement, acts of God), the doctor or a designated representative must notify Seevak Care at support@seevakcare.com within 2 hours of the missed start time. Supporting documentation must be submitted within 48 hours for the penalty to be waived under the dispute process.

Schedule Accuracy: Doctors are responsible for keeping their chamber schedules (days, times, slot duration) accurate on the platform. Incorrect schedules that allow patients to book unavailable slots are treated as no-shows.

Prescription Upload: Where a prescription is issued, doctors must upload the digital prescription to the patient's record within 24 hours of the consultation.

Lab Visit Appointments: For walk-in or scheduled lab visit bookings, lab staff must be present and ready to receive samples within the operating hours listed.

Home Collection: For home sample collection bookings, the collection agent must arrive within a ±30-minute window of the scheduled collection time. Failure to arrive within this window is treated as a no-show.

Report Upload: Test reports must be uploaded to the patient's record within the Turnaround Time (TAT) specified for each test during listing. If delays are anticipated (e.g., extended processing), the lab must notify the patient through the platform and provide a revised timeline.

Sample Quality: If a sample is rejected (insufficient volume, contamination, etc.) due to collection agent error, re-collection must be arranged within 24 hours at no additional charge to the patient.

Pricing Accuracy: Prices listed on the platform must be honoured. Labs may not charge patients amounts higher than the listed price for the same test.

Penalties are assessed per individual booking incident. The Company reserves the right to adjust the penalty schedule on 30 days' written notice. Changes apply only to bookings accepted after the effective date of the updated schedule.

In all cases where a Provider fails to deliver a confirmed service — including no-shows, unilateral last-minute cancellations, sample collection failures, or any breach of this Agreement — the affected patient is entitled to a full refund of any amount paid for that booking.

Refunds are processed by the Company to the patient's original payment method within 5–7 business days. The cost of the refund is borne by the Provider and is recovered as part of the penalty process (Section 8).

Where a Provider cancels with adequate advance notice (> 24 hours for doctors, > 12 hours for labs), the patient still receives a full refund, but no penalty is levied against the Provider.

Recovery Method: Penalties are recovered by deduction from future payouts owed to the Provider, or invoiced separately where the Provider has no pending payouts. Outstanding penalties older than 30 days that remain unpaid will result in booking suspension until settled.

Booking Suspension: During a suspension period, the Provider's profile is hidden from new patient searches. Existing confirmed bookings during the suspension window must still be honoured. Failure to honour them will be treated as additional violations.

Penalty Notification: The Company will notify the Provider by email and in-app notification within 24 hours of logging a penalty, stating the violation type, amount, and the reference booking ID.

Minimum Balance: The Company may require Providers to maintain a security deposit (currently ₹0 — to be announced with 30 days' notice) to cover potential penalties. Failure to maintain the required balance will suspend booking acceptance.

Providers may dispute any penalty within 7 days of the notification date by emailing support@seevakcare.com with the subject line "Penalty Dispute — [Booking ID]". The dispute must include:

• The booking reference ID
• A written explanation of the circumstances
• Supporting evidence (medical certificate, communication logs, etc.)

The Company will review disputes within 14 business days and communicate the outcome. Decisions on genuine emergencies (supported by documentation) may result in the penalty being waived. The Company's decision is final.

Penalties that are under active dispute are placed in “Disputed” status and are not deducted until the dispute is resolved. Booking access is maintained during the review period unless the Provider has other active suspensions.

Providers agree to:

• Treat all patients with dignity, respect, and confidentiality
• Not solicit patients to bypass the platform for off-platform payments
• Not share, sell, or misuse patient data obtained through the platform
• Not post false or misleading information on their provider profile
• Comply with all applicable Indian laws, including the IT Act 2000, the Clinical Establishments Act, and any state-level health regulations
• Not engage in fraudulent billing, prescription forgery, or test result manipulation
• Maintain valid professional licenses for the duration of their active listing

Violations of professional conduct standards may result in immediate account suspension pending investigation, in addition to any statutory penalties.

By the Provider: A Provider may request account closure by emailing support@seevakcare.com. All pending bookings must be fulfilled or cancelled with adequate notice before the account is closed. Any outstanding penalties must be settled in full.

By the Company: The Company may immediately suspend or permanently terminate a Provider account for: repeated penalty violations (Section 6), professional misconduct, fraudulent activity, license revocation, or any other material breach of this Agreement. No refund of any registration amounts is due on termination for cause.

Upon termination, the Provider's profile is delisted, and they may no longer accept new bookings. Obligations regarding patient data confidentiality survive termination.

This Agreement is governed by the laws of India. Disputes shall be subject to the exclusive jurisdiction of the courts in Darbhanga, Bihar, India. For disputes below ₹1,00,000, the parties agree to attempt resolution through mediation before initiating court proceedings.

For questions, disputes, or notifications related to this Agreement: