Expressed Telehealth Consent and Terms of Service

1. Capacity, Authority, and Informed Consent
I affirm that I am 18 years of age or older and possess the legal capacity to consent, or I am the legally authorized parent, guardian, or representative of the individual voluntarily seeking virtual medical consultation (telehealth) services through BookTeleMed.com. I affirm that all medical history, diagnostic reports, and demographic information I provide are true, accurate, and complete. I understand that the treating healthcare professional will rely heavily on this information to formulate a clinical opinion, and I accept full legal and medical responsibility for any misrepresentation, omission of facts, or failure to disclose pre-existing conditions.

2. Platform Role, Intermediary Status, and Separation of Liability
I acknowledge that Healthy Cosmos Pvt. Ltd. (operating as BookTeleMed.com) functions strictly as a technology facilitator and a digital intermediary under the Information Technology Act, 2000. BookTeleMed.com does not practice medicine, operate as a hospital, or employ the physicians on its network. I provide my expressed consent to enter into a direct doctor-patient relationship with an independent Registered Medical Practitioner (RMP/Super Specialist). I agree that the RMP holds sole and exclusive responsibility for medical assessments, diagnoses, and treatment recommendations. I irrevocably agree to hold Healthy Cosmos Pvt. Ltd., its directors, officers, employees, and technology partners harmless and fully indemnified against any claims, damages, or liabilities arising directly or indirectly from clinical outcomes, medical negligence, or advice provided by the independent RMP.

3. Limitations of Telehealth, Cross-Border Jurisdictions, and Prescriptions
I acknowledge that telehealth lacks the ability to conduct physical examinations, which may limit the RMP’s ability to accurately diagnose certain conditions. If the RMP determines that my condition requires an in-person physical assessment, I agree to seek local medical care immediately.

For International Patients: I acknowledge that the Super Specialists operate exclusively under licenses granted by the National Medical Commission (NMC) of India and applicable State Medical Councils. If I access these services from outside India, I explicitly acknowledge that this consultation is sought on my own initiative and serves as an “Informational Second Medical Opinion.” I understand that any electronic prescription generated during this consultation is legally valid only within the Republic of India. BookTeleMed.com does not facilitate the cross-border shipment or importation of prescription medications. It is my sole responsibility to share the RMP’s clinical notes with my local, legally licensed primary care physician to procure equivalent treatments in my home country.

4. Emergency Medical Conditions (Strict Exclusion)
I explicitly understand and agree that BookTeleMed.com and its telehealth services are NOT intended for, and must not be used for, medical emergencies, urgent care situations, or acute psychiatric crises. In the event of a medical emergency, I agree to immediately contact my local emergency services (e.g., 911, 999, 000) or proceed to the nearest hospital emergency department. I will not hold Healthy Cosmos Pvt. Ltd. or the RMP liable for any delays in care caused by utilizing this platform during an emergency.

5. Privacy, Data Protection, and Session Recording
I understand that for quality assurance, patient safety, and the accurate documentation of clinical records, my virtual consultation may be recorded. I retain the right to explicitly request that the audio/video portion not be recorded prior to the commencement of the session. I provide my expressed consent for my Personal Data and Sensitive Personal Data to be collected, processed, and stored in secure, encrypted servers located in India, in compliance with India’s Digital Personal Data Protection (DPDP) Act, 2023. While Healthy Cosmos Pvt. Ltd. deploys enterprise-grade security protocols, I acknowledge the inherent vulnerabilities of internet-based data transmission. I agree to limit the liability of Healthy Cosmos Pvt. Ltd. regarding data breaches to the maximum extent permitted by law, provided the company has not acted with willful misconduct or gross negligence.

6. Patient Responsibilities & Compliance with Treatment
I accept the sole responsibility to promptly inform my consulting RMP of any changes in my condition, adverse reactions, or new diagnostic test results. I agree to follow the clinical recommendations provided to the best of my ability. Should I choose to deviate from, ignore, or modify the medical guidance provided by the RMP, I assume complete and absolute responsibility for all resulting health consequences.

7. Governing Law, Class-Action Waiver, and Binding Arbitration
I agree that this consent form, my use of the BookTeleMed.com platform, and any dispute arising from the technology services provided by Healthy Cosmos Pvt. Ltd. shall be governed exclusively by the laws of India. Any controversy, claim, or dispute against Healthy Cosmos Pvt. Ltd. shall be resolved through final and binding arbitration seated in New Delhi, India, under the Arbitration and Conciliation Act, 1996. I expressly waive any right to participate in a class-action lawsuit or multi-district litigation in my home jurisdiction against Healthy Cosmos Pvt. Ltd.

8. Right to Withdraw Consent, Record Retention, and Erasure
I acknowledge that participation is strictly voluntary, and I may withdraw my consent to use the telehealth platform at any time. While privacy laws grant me the right to request the deletion of my platform account profile, I explicitly acknowledge that healthcare providers in India are mandated by the NMC Telemedicine Practice Guidelines, 2020, to securely retain all clinical records, consultation logs, and medical notes for a statutory period (typically 3 years). Therefore, clinical data cannot be immediately erased upon account deletion and will be securely archived solely for legal and regulatory compliance.

9. Financial Disclosures and Insurance
I acknowledge that BookTeleMed.com requires out-of-pocket payment prior to the consultation. Healthy Cosmos Pvt. Ltd. does not process, submit, or guarantee reimbursement from international health insurance plans. I will receive a digital receipt that I may independently submit to my insurer, bearing full responsibility for any claims.

By proceeding with this consultation, I acknowledge that I have read this document in its entirety, I fully understand its terms, and I freely provide my voluntary and expressed consent.

Please read this document carefully to understand the nature of our platform, the scope of services provided, and your rights and responsibilities before proceeding with any telehealth, second medical opinion, or virtual care services.

1. Platform Identity & Separation of Liability
BookTeleMed.com is a digital health technology platform developed and operated by Healthy Cosmos® Private Limited. Healthy Cosmos® is strictly an information technology, digital services, and medical tourism facilitation company.

• We Are Not a Healthcare Provider: Healthy Cosmos® does not practice medicine, provide medical advice, or employ physicians.
• Independent Practitioners: All healthcare, diagnostic, and medical consultation services accessed through our platform are provided exclusively by independent, registered, and licensed medical professionals (Super Specialists) utilizing our secure IT infrastructure. Healthy Cosmos® bears no liability for the medical advice, clinical outcomes, or professional negligence of these independent healthcare providers.

2. Voluntary Participation & Expressed Consent
By utilizing BookTeleMed.com, you acknowledge and agree that all consultations are voluntarily chosen by the patient (or their legal guardian) with their expressed consent, after a careful consideration of the service limitations, our platform’s role, and their local healthcare regulations.

• You have the absolute right to choose whether or not to participate in these virtual services, and you may discontinue your use of the platform at any time without penalty.

3. Scope of Services: Informational Second Opinions

To bridge global healthcare gaps, our platform connects patients globally with renowned Super Specialists (including Oncologists, Neurologists, Cardiologists, Endocrinologists, and more) located in India.

• Supplemental Care: Our telehealth services are strictly intended to provide expert second medical opinions, informational insights, and disease management guidance. They are designed to supplement, assist, and provide added value to the care you currently receive.
• Not a Replacement for Primary Care: Our services do not replace the existing relationship you have with your local, primary healthcare provider.
• Not for Emergencies: Telehealth has inherent limitations and cannot replace all in-person physical examinations. If you are experiencing a medical emergency, you must immediately contact your local emergency services or visit the nearest hospital.

4. Cross-Border Compliance, Treatments, & Prescriptions
Patients seeking cross-border medical consultations must fully understand the regulatory limitations of their home country or local jurisdiction.

• Jurisdiction of Practice: The medical professionals on this platform are licensed to practice medicine in India. Any medical opinion provided is rendered under Indian medical jurisdiction.
• Prescriptions: Any prescription generated by a healthcare provider during a consultation is legally valid only within the jurisdiction of India. BookTeleMed.com cannot legally ship or facilitate the importation of prescription medications to countries like the USA, Canada, or Australia. You are strongly encouraged to share the consultation reports with your local, locally-licensed healthcare practitioner to procure any recommended treatments or equivalent generic medications within your home country.

5. Qualifications of Healthcare Providers
We provide access to a vast network of highly qualified medical specialists.

• Verified Credentials: The qualifications of the healthcare providers on our platform meet the rigorous standards set by the National Medical Commission (NMC) of India and respective state medical councils.
• Global Acclaim: In addition to their primary medical and surgical degrees, many of these providers hold advanced super-specializations, board certifications from international organizations, and fellowships from prestigious international medical societies. They are highly sought after globally for successfully managing complex and rare medical conditions.

6. Medical Records, Privacy, & Security
We take the privacy, security, and confidentiality of your personal and protected health information (PHI) very seriously.

• Data Security: We implement robust, industry-standard digital security measures (including encryption and secure video conferencing) to protect your data during and after your telehealth visit.
• Access to Records: You have the right to access, manage, and request copies of your medical records and consultation history at any time by logging into your secure BookTeleMed.com patient portal.
• (For complete details on data handling, retention, and your privacy rights, please review our comprehensive Privacy Policy).

7. Financial Disclosures & Insurance

• Transparent Pricing: All costs and plans associated with our telehealth services are clearly published on our Pricing Page and will be fully disclosed to you prior to booking a consultation.
• Out-of-Pocket Payments: At this time, BookTeleMed.com does not accept or process direct billing for medical insurance (including Medicare, Medicaid, or provincial health plans). All services are cash-pay. We will provide you with a detailed, itemized receipt that you may independently submit to your private insurance provider or health savings account for potential out-of-network reimbursement; however, we make no guarantees regarding insurance coverage.

8. Limitation of Liability & Dispute Resolution
By using this platform, you agree that any disputes arising from the use of the technology platform itself (Healthy Cosmos® Private Limited) shall be resolved through binding arbitration, capping the platform’s financial liability to the total amount paid by the user for the specific service in dispute.

 Strategic Notes for Implementation:

• Bold the Voluntary Consent: Keep the text in Section 2 bolded on your actual website. This demonstrates to regulators and legal challengers that the patient was completely aware of their choices.
• Footer Link: Ensure “Disclosures and Disclaimers” remains a permanent link in the footer of every single page on the website, right next to your Privacy Policy and Terms of Service.
• Check-Box Integration: When a patient creates a new account or books an appointment, you should have a mandatory checkbox that states: “I have read, understood, and agree to the Disclosures and Disclaimers, and I am voluntarily seeking this consultation.” linking directly to this page.

9. Patient Data Rights, Self-Management, and Record Retention
Healthy Cosmos® Private Limited empowers patients with total transparency and control over their health information, in strict alignment with global data privacy frameworks including Canada’s PIPEDA, the US HIPAA guidelines, and India’s Digital Personal Data Protection (DPDP) Act.

• Right to Access and Self-Manage: Through our secure digital portal (e.g., MedSafeRecords, https://login.booktelemed.com), patients or their authorized legal guardians have 24/7 access to self-manage their health profiles. You have the right to independently upload, view, edit, update, or download your personal medical history, diagnostic reports, and consultation summaries at any time.
• Right to Correction/Amendment: If you believe any personal or medical information stored on your profile is inaccurate or incomplete, you have the right to amend or update your self-uploaded data directly through your patient dashboard. For clinical notes generated by a healthcare provider, you may request an addendum or correction to the medical record by contacting our support team.
• Right to Deletion (Right to Erasure): You have the right to withdraw your consent for our services and request the deletion of your BookTeleMed.com user account and personal demographic data. You can initiate an account deletion request directly through your profile settings or by contacting our privacy officer at hello@booktelemed.com.
• Mandatory Medical Record Retention Exemptions: Please be explicitly aware that the “Right to Deletion” is not absolute in healthcare. Under the guidelines of the National Medical Commission (NMC) of India and international medical compliance standards, healthcare providers are legally mandated to retain formal clinical records, consultation notes, and second opinion reports for a statutory period (typically ranging from 5 to 7 years, depending on the jurisdiction and nature of the treatment). Therefore, if you request account deletion, Healthy Cosmos® and your treating Super Specialist will safely archive and retain these specific clinical records in a secure, encrypted, and non-accessible state solely to comply with medical legal retention laws.

*All patient consultations are voluntary with their expressed consent.

SECTION A: PLATFORM STATUS & MEDICAL DISCLAIMERS

1. Technology Facilitator Status (No Medical Practice)
BookTeleMed.com is an online technology and healthcare facilitation portal owned, developed, and maintained exclusively by Healthy Cosmos® Private Limited (“Company,” “Healthy Cosmos,” “we,” “us,” or “our”).

Healthy Cosmos is strictly an Information Technology (IT) intermediary and digital services provider under Section 79 of the Information Technology Act, 2000 (India) and applicable international intermediary safe harbor provisions as well a medical tourism facilitator company.

• Independent Medical Contractors: Healthy Cosmos does not practice medicine, render professional healthcare services, dispense medical advice, operate a hospital or clinic, or employ physicians. All consultations, second medical opinions, diagnoses, clinical assessments, treatment suggestions, and medical record reviews are delivered exclusively by independent Registered Medical Practitioners (RMPs) and licensed Super Specialists.
• Network of Super Specialties: The independent specialists on this platform include, without limitation:
  • Oncologists & Hematologists, Neurologists & Spine Surgeons, Cardiologists, Nephrologists & Urologists, Gastroenterologists, Gastrointestinal Surgeons & Liver Transplant Surgeons, Endocrinologists, Rheumatologists, Orthopedic Surgeons, Gynecologists, IVF & Infertility Specialists, Dermatologists and more.
• No Agency or Vicarious Liability: The healthcare professionals operate as fully independent contractors. No employment relationship, joint venture, partnership, or agency exists between Healthy Cosmos and any consulting specialist. Healthy Cosmos assumes zero legal responsibility or vicarious liability for the clinical decisions, diagnostic accuracy, professional judgment, omissions, or medical negligence of any consulting healthcare professional.

2. Informational Second Opinion Framework
For all patients accessing this platform from outside the Republic of India (including, but not limited to, the United States, Canada, Australia, the United Kingdom, the European Union, and New Zealand):

• Supplemental Care: Consultations conducted via BookTeleMed.com are structured, delivered, and categorized as Expert Informational Second Opinions and peer educational reviews.
• No Primary Care Substitution: These services are designed to supplement, assist, and provide specialized clinical perspective on existing medical conditions, prior diagnoses, or prospective surgical interventions. They do not establish a comprehensive, in-person primary doctor-patient relationship within your local domestic jurisdiction.
• Mandatory Local Physician Prerequisite: You acknowledge that you must maintain an active relationship with a locally licensed primary care physician or local specialist in your home jurisdiction. You agree to submit any & all clinical opinion, summary, or recommendation received through BookTeleMed.com to your domestic healthcare provider to get a final treatment plan & their advice before modifying any existing treatment plan, initiating new therapies, or scheduling surgical procedures.

3. Strict Exclusion of Medical Emergencies
*BOOKTELEMED.COM IS NOT FOR ANY EMERGENCY MEDICAL SERVICE. The platform is technically and clinically unsuited for acute medical crises, life-threatening emergencies, traumatic injuries, or severe psychiatric distress. If you are experiencing a medical emergency, symptoms of a heart attack, stroke, respiratory distress, acute internal bleeding, or thoughts of self-harm:

• Immediately call your local emergency dispatch service (911 in the USA/Canada, 000 in Australia, 999 or 112 in the UK/EU, or 112/102 in India).
• Proceed immediately to the nearest hospital emergency room.
• Healthy Cosmos and the consulting specialists disclaim any and all liability for health deterioration, disability, or death resulting from delays caused by attempting to use this platform for emergency care.
• Please do NOT attempt to book any appointment or consultation for any emergency, only reach out to your local authorities.

SECTION B: CLINICAL PROTOCOLS & PHARMACEUTICAL POLICIES

4. Jurisdiction of Clinical Licensure
All consulting Super Specialists on BookTeleMed.com are formally registered with the National Medical Commission (NMC) of India or their respective State Medical Councils. They practice in strict accordance with the Telemedicine Practice Guidelines (2020) issued by the Ministry of Health and Family Welfare, Government of India. Clinical consultations are deemed to take place within the jurisdiction of India.
5. Prescriptions & Absolute Ban on Controlled Substances

• Territorial Validity of Prescriptions: Any electronic prescription generated during a teleconsultation is legally valid, enforceable, and dispensable solely within the territorial boundaries of the Republic of India.
• Must check with your local physician & pharmacy: Patients must cross check with their local physician to finalize the suitable medication & treatment plan, before making any changes to their treatment plan.
• No Cross-Border Medication Dispensing: Healthy Cosmos does not operate a cross-border mail-order pharmacy. Neither Healthy Cosmos nor the consulting specialist guarantees or facilitates the importation, customs clearance, or direct international shipping of prescription pharmaceuticals to patients residing abroad. Patients must take consultation summaries to their domestic healthcare provider to receive a locally valid prescription.
• Zero-Tolerance Controlled Substance Policy: Super Specialists on BookTeleMed.com are contractually and legally prohibited from prescribing:
  • Narcotics, opioids, and synthetic analgesics
  • Sedatives, hypnotics, and benzodiazepines
  • Psychotropic substances listed under the Indian NDPS Act, 1985, the US Controlled Substances Act (Schedule I–V), or equivalent international schedules
  • Anabolic steroids, human growth hormones, and unapproved investigational compounds
  • Any medication where an in-person physical examination is mandated by law.

SECTION C: USER ELIGIBILITY, ACCOUNTS & PLATFORM USE

6. Capacity, Guardianship & Family Profiles

• Age Requirement: You must be at least 18 years of age and possess full legal capacity to register an account, book a consultation, or execute binding agreements on this platform.
• Authorized Representatives & Minors: If a consultation is sought for a minor child, elderly dependent, or an individual lacking legal capacity, the account holder affirms under penalty of perjury that they are the biological parent, legal guardian, or legally appointed health-proxy possessing full authority to share protected medical data and consent to care.
• Family Account Limits: A primary account holder may register a maximum of six (6) dependent family members under a single family umbrella. By adding adult family members, the account holder warrants that they hold an explicit, documented power of attorney or written consent to manage their sensitive personal health records.

7. Patient Responsibilities & Integrity of Records
Diagnostic evaluations and expert second opinions rely entirely on the completeness and authenticity of the records submitted. You agree to:

• Provide complete, unaltered diagnostic imaging (DICOM files, MRIs, CT scans), laboratory test results, surgical notes, biopsy reports, and historical treatment logs.
• Disclose all current prescription medications, over-the-counter drugs, herbal supplements, allergies, and pre-existing chronic conditions.
• Inform the consulting specialist immediately if your clinical condition changes, deteriorates, or presents unexpected adverse reactions.
• Accept that Healthy Cosmos and the specialist bear zero responsibility for diagnostic errors or clinical oversights caused by incomplete, fraudulent, corrupted, or omitted patient records.

8. Prohibited Platform Activities
Users are strictly prohibited from:

• Using automated extraction tools, bots, web-crawlers, or scrapers on any portion of the platform.
• Uploading corrupt files, trojans, ransomware, or malicious code designed to compromise the MedSafeRecords architecture or server operations.
• Attempting to intercept, record, decrypt, or tamper with audiovisual transmissions between patients and specialists without authorization.
• Harassing, abusing, threatening, or engaging in defamatory conduct toward consulting specialists, platform administrators, or support personnel.
• Violating these provisions will trigger immediate account revocation, forfeiture of fees, and referral to international law enforcement agencies for cybercrime prosecution.

SECTION D: GLOBAL PRIVACY POLICY & DATA GOVERNANCE

Healthy Cosmos implements comprehensive privacy engineering designed to comply with the Digital Personal Data Protection (DPDP) Act, 2023 (India), while integrating core security safeguards from the Health Insurance Portability and Accountability Act (HIPAA) (USA), the Personal Information Protection and Electronic Documents Act (PIPEDA) (Canada), the Privacy Act 1988 (Australia), and the General Data Protection Regulation (GDPR).

9. Categories of Collected Data

• Personally Identifiable Information (PII): Legal name, date of birth, biological sex, residential address, telephone contact, email address, emergency contact, and government-issued identification numbers where required for identity validation.
• Protected Health Information (PHI) / Sensitive Personal Data: Diagnostic scans, pathology reports, past medical history, family genetic history, prescription histories, physician notes, and clinical consultation logs.
• Consultation Telemetry: Encrypted video/audio session timestamps, bandwidth stability metrics, duration logs, and device hardware/browser telemetry.
• Financial Transaction Data: Payment transaction references, order IDs, and billing addresses. Note: Healthy Cosmos does not store full credit card numbers, CVVs, or bank account credentials. All payment transactions are executed through PCI-DSS Level 1 compliant payment gateways.

10. Data Use & Processing Grounds
Personal and health data is processed solely on the legal grounds of Informed Consent and Contractual Performance:

• Facilitating video, audio, and asynchronous consultations with chosen Super Specialists.
• Generating, routing, and maintaining consultation reports and second-opinion dossiers.
• Authenticating identity and preventing billing or medical identity fraud.
• Operating the secure MedSafeRecords portal for patient profile management.
• Fulfilling statutory medical record retention obligations under national healthcare guidelines.

11. Data Disclosures & Third-Party Processing
Healthy Cosmos does not sell, lease, monetize, or disclose your personal or medical data to advertising networks, commercial data brokers, or pharmaceutical marketers. Data disclosures are restricted to:

• The Selected Super Specialist: Access is granted to the physician(s) chosen by the patient for the duration of the clinical review.
• Compliant Infrastructure Vendors: Cloud infrastructure providers, encrypted video API vendors, and customer notification engines bound by strict non-disclosure obligations, Business Associate Agreements (BAAs), or Data Processing Agreements (DPAs).
• Legal & Regulatory Mandates: Court orders, subpoenas, statutory public health alerts, or formal regulatory requests issued by competent judicial or administrative bodies in India or international jurisdictions under mutual legal assistance treaties.

12. Cross-Border Data Storage & International Transfers

• Server Locations: All personal health information, diagnostic imaging, and clinical records are processed and stored on secure, encrypted cloud data centers physically located within the Republic of India.
• Cross-Border Consent: If you are accessing the platform from the US, Canada, Australia, the UK, or the EU, you grant your explicit, voluntary, and unambiguous consent to the transfer, storage, and processing of your sensitive health data in India.
• Security Architecture: Data in transit is protected using Transport Layer Security (TLS 1.3) protocols. Data at rest is secured via AES-256 military-grade encryption. Access controls utilize role-based multi-factor authentication (MFA) and immutable audit logging.

13. Consultation Recording & Surveillance Protections

• Quality & Record Preparation: Virtual sessions may be recorded (audio/video or transcript) for clinical safety, quality assurance, patient record compilation, and legal protection against claims of malpractice.
• Opt-Out Mechanism: Patients have the absolute right to request that the audio/video recording be turned off before the consultation begins. In such cases, the specialist will maintain contemporaneous, written electronic clinical notes in lieu of a recorded file.

14. Patient Data Rights, Self-Management & Retention Mandates

• Self-Management & Access: You hold the continuous right to access, inspect, download, and update your personal health profile and self-uploaded documents via MedSafeRecords.
• Correction of Records: If you identify factual or demographic errors in your self-uploaded profile, you may rectify them directly. If you believe a clinical opinion contains factual transcription errors, you may submit a formal request for an addendum.
• Right to Erasure (Account Deletion): You may request account closure and deletion of your demographic profile by emailing hello@booktelemed.com.
• Statutory Medical Record Retention Override: The “Right to be Forgotten” or “Right to Erasure” does not apply to medical consultation notes, formal second opinions, and diagnostic evaluations. Under the NMC Telemedicine Practice Guidelines, 2020 and medical jurisprudence, consulting physicians and the hosting platform are legally required to preserve clinical records, consultation logs, and prescriptions for a mandatory statutory period (a minimum of 3 years, and up to 7 years depending on specialty). Upon an approved deletion request, non-clinical demographic data will be permanently wiped, while clinical records will be severed from public access, encrypted, and preserved in an offline, regulatory compliance vault until the expiration of the statutory period, after which they will be permanently destroyed.

SECTION E: OPERATIONAL, TECHNICAL & FINANCIAL PROVISIONS

15. Language, Translation & Misinterpretation Risks

• Consultations on BookTeleMed.com are conducted primarily in English and select regional Indian languages (e.g., Hindi).
• Healthy Cosmos does not provide real-time certified translation services. If you utilize an informal family translator or third-party translation software, you assume 100% of the risk associated with linguistic errors, misunderstood medical terminology, or mistranslated drug dosages. Healthy Cosmos and the specialist disclaim all liability for injuries arising from translation inaccuracies.

16. Artificial Intelligence & Automated Decision-Making Disclosure
Healthy Cosmos may utilize automated systems or artificial intelligence (AI) algorithms for administrative routing, specialist search indexing, optical character recognition (OCR) on lab results, and security monitoring.

• Zero AI Diagnosis: Healthy Cosmos expressly guarantees that no artificial intelligence algorithm or automated model is authorized or deployed to formulate clinical diagnoses, evaluate patient prognosis, or recommend therapeutic interventions.
• Every clinical evaluation and second medical opinion published on this platform is conceived, evaluated, signed, and authorized solely by a qualified human physician.

17. Telecommunications & Force Majeure
Telehealth relies on international submarine communication cables, local internet service providers (ISPs), routing networks, and mobile carriers. Healthy Cosmos bears no liability for failed appointments, dropped video streams, video latency, packet loss, or consultation interruptions caused by:

• Disruptions in local or global telecommunication backbones
• Electrical grid failures, cyber-warfare, or severe distributed denial-of-service (DDoS) attacks
• Acts of God, severe weather events, or governmental internet access restrictions
• In the event of a system outage during a scheduled consultation, our support desk will assist in rescheduling the session at no additional cost.

18. Financial Terms, Cancellations & Chargeback Prohibitions

• Out-of-Pocket Model: All fees must be settled in full prior to the confirmation of an appointment. Healthy Cosmos does not participate in or file direct insurance claims with foreign private insurers, Medicare, Medicaid, or national health services. Detailed receipts are issued for patients seeking voluntary self-reimbursement.
• Services Rendered (Strict No-Refund Policy): Once a consultation has concluded or a written second-opinion report has been finalized by the Super Specialist, the professional service is considered fully executed. All completed consultations are 100% non-refundable, regardless of whether the patient agrees with the clinical diagnosis or treatment trajectory provided.
• Prohibition on Fraudulent Chargebacks: You agree that dissatisfaction with a medical opinion does not constitute a failure of technology service. You agree not to initiate payment reversals or credit card chargebacks through your banking provider. In the event of an unjustified chargeback, Healthy Cosmos reserves the right to suspend the account, recover funds via international collections, and seek administrative fees and legal costs.

SECTION F: INDEMNIFICATION, LIABILITY CAPS & DISPUTE RESOLUTION

19. Comprehensive Patient Indemnification
You agree to defend, indemnify, and hold completely harmless Healthy Cosmos® Private Limited, its parent entities, subsidiaries, affiliates, directors, officers, employees, technical contractors, and digital agents from and against any and all civil claims, statutory penalties, damages, liabilities, losses, costs, and legal fees arising out of:

• Your breach or violation of any provision within this agreement.
• Any misrepresentation, fraudulent concealment, or submission of altered medical documents.
• Your non-compliance with the clinical advice or treatment plan recommended by the consulting specialist.
• Any medical malpractice, diagnostic, or clinical claim directed against the independent specialist.
• Your failure to seek local emergency medical care or consult a domestic primary physician.

20. Absolute Limitation of Platform Liability
To the maximum extent permitted under applicable law:

• Exclusion of Damages: In no event shall Healthy Cosmos, its directors, officers, or staff be liable for any indirect, punitive, special, incidental, or consequential damages whatsoever (including, without limitation, damages for personal injury, pain and suffering, wrongful death, loss of medical data, loss of business profits, or emotional distress) resulting from your access to, or inability to access, BookTeleMed.com.
• Liability Cap: In all circumstances where liability is established against Healthy Cosmos regarding the failure of its digital platform, servers, or administrative software, the total aggregate liability of Healthy Cosmos shall be strictly capped at the exact consultation fee paid by you for the specific appointment giving rise to the claim.

21. Class-Action Waiver
YOU AGREE THAT ALL DISPUTES, CONTROVERSIES, OR CLAIMS AGAINST HEALTHY COSMOS® PRIVATE LIMITED MUST BE RESOLVED ON AN INDIVIDUAL BASIS. You expressly, knowingly, and irrevocably waive any right to initiate, join, participate in, or act as a named plaintiff or class member in any class-action lawsuit, class-wide arbitration, collective action, private attorney general action, or consolidated proceeding against Healthy Cosmos in any court or arbitral forum worldwide.

22. Governing Law & Binding Arbitration

• Governing Law: This agreement, the Privacy Policy, platform operations, and all disputes arising from your use of BookTeleMed.com shall be governed exclusively by, and construed in full accordance with, the substantive laws of the Republic of India, without regard to conflict of law principles.
• Exclusive Arbitral Forum: Any dispute, controversy, or claim arising out of, relating to, or concerning the interpretation, performance, breach, termination, or validity of this platform agreement—excluding matters of professional medical malpractice directed solely at an independent specialist—shall be submitted to final and binding arbitration administered under the Arbitration and Conciliation Act, 1996 (India).
• Seat and Venue: The legal seat and geographical venue of the arbitration shall be New Delhi, India. The arbitral tribunal shall consist of a sole arbitrator mutually appointed by the parties, or in default of agreement, appointed in accordance with the Act. The arbitral proceedings shall be conducted in the English language. The arbitral award shall be final, non-appealable, and enforceable in any court of competent jurisdiction globally under the New York Convention on the Recognition and Enforcement of Foreign Arbitral Awards.

SECTION G: ADMINISTRATIVE & CONTACT INFORMATION

23. Modifications to Policies
Healthy Cosmos reserves the unilateral right to revise, amend, or restructure this document to reflect emerging international health laws, technological modifications, or privacy enactments. Any revisions will be published immediately on this page with an updated version and date stamp. Continued utilization of BookTeleMed.com post-publication constitutes full acceptance of the revised terms.

24. Compliance & Privacy Office
For all inquiries concerning this policy, requests to access or update demographic records, or statutory notifications regarding data governance, please reach out to our corporate compliance desk:

• Attn: Data Protection & Legal Compliance Officer
• Entity: Healthy Cosmos® Private Limited
• Platform: BookTeleMed.com
• Official Inquiries: hello@booktelemed.com
• Corporate Website: https://www.booktelemed.com

• Healthy Cosmos Pvt. Ltd.

D266-P, Industrial Area,
Phase 8B, Mohali, Punjab.
India. 160059

*All patient consultations are voluntary with their expressed consent.

International Refund and Cancellation Policy 

Applicable to All Service Plans, Global Telehealth Consultations, and Second Medical Opinions

At BookTeleMed.com, operated by Healthy Cosmos® Private Limited, we are committed to providing seamless, global access to elite Super Specialist Doctors. Because our specialists reserve dedicated time for your complex medical reviews, late cancellations prevent other patients from accessing life-saving care.

To ensure fairness, operational efficiency, and transparency, the following International Refund and Cancellation Policy applies to all patients globally.

1. Rescheduling an Appointment

• Prior to Provider Confirmation: After making a payment, you may freely reschedule your appointment directly through the MedSafeRecords patient portal at any time before the chosen healthcare specialist has formally accepted the booking.
• After Provider Confirmation (Standard Notice): Once confirmed by the specialist, self-rescheduling is locked. You may request to move your confirmed appointment date free of charge, provided you contact our support team with a minimum of 48 hours’ notice prior to the scheduled consultation time.
• Late Rescheduling (Within 48 Hours): If you request to reschedule within 48 hours of the confirmed appointment time, a mandatory administrative rescheduling fee of USD $10.00 will be applied.
• Platform/Provider Initiated: If your appointment must be rescheduled by the treating physician (e.g., due to medical emergencies) or due to a verified technical failure originating on the BookTeleMed.com platform, you may reschedule your appointment for free.

2. Cancellations, No-Shows, & Technical Responsibilities

• Standard Cancellation (48+ Hours Notice): You may cancel your appointment without penalty if the request is submitted to our team at least 48 hours prior to the scheduled consultation. In this scenario, you are eligible for a 100% refund.
• Late Cancellation (Within 48 Hours): No cancellation requests or refund requests will be entertained if made within 48 hours of the confirmed appointment. The specialist’s time has been exclusively secured for you, and the fee is forfeited.
• Strict Patient “No-Show” Policy: A “No-Show” occurs if you fail to log into the secure video portal at the scheduled time, or if you join the session more than 10 minutes late. No-shows result in the immediate forfeiture of the appointment, and no refunds or credits will be issued.
• Provider Delays: Due to the complex nature of Super Specialty medicine, doctors may occasionally run late. Patients are expected to remain in the virtual waiting room for up to 20 minutes. If the provider is a no-show beyond this grace period, the patient is entitled to a free reschedule or a full 100% refund without any fee deductions.
• Patient-Side Technical Failures: Patients are strictly responsible for ensuring they have a stable internet connection, a functioning webcam/microphone, and a compatible browser prior to the appointment. Missed appointments or dropped calls resulting from patient-side hardware, software, or local network failures do not qualify for a refund or free reschedule.

3. Clinical Terminations

• Out of Scope: If, during the consultation, the Super Specialist determines that your condition constitutes a medical emergency or falls completely outside the scope of virtual care, they may terminate the session. In such clinical dismissals, BookTeleMed.com will issue a full refund in Platform Credit.
• Code of Conduct Violations: If a session is terminated by the provider due to patient abuse, harassment, or inappropriate conduct, the consultation fee is completely forfeited and no refund will be issued.

4. Refund Mechanics and Payment Modes
When a patient is eligible for a refund, the following financial mechanics apply:

• Default Mode (Platform Credit): By default, eligible refunds are credited to your patient account as BookTeleMed Credit Points for the full 100% value of the transaction. These credits do not expire and can be applied toward any future consultation. Legal Note: Credit Points hold zero cash value, cannot be transferred to another individual, and cannot be redeemed for cash outside of the platform.
• Original Payment Method Mode: If you explicitly choose to have an eligible refund routed back to your original payment method (e.g., credit card, bank transfer) instead of Credit Points, you must formally request this via our support team. Please allow 7 to 14 business days for the funds to reflect in your account, depending on your financial institution.
• International Processing Fee: For patient-initiated cancellations routed back to the original payment method, a fixed international administrative fee of USD $10.00 will be strictly deducted from the refund total. This deduction covers non-refundable banking fees, currency conversion losses, and expenses levied by international financial intermediaries. (Note: This $10 fee is waived if the cancellation was initiated by the provider or a platform-side error).

5. Zero-Tolerance Chargeback Policy
By utilizing BookTeleMed.com, you agree to abide by this policy. If you miss an appointment, cancel within the 48-hour locked window, experience a patient-side technical failure, or disagree with a specialist’s medical opinion, you are strictly prohibited from initiating a “chargeback” or payment dispute with your credit card issuer or bank.

In the event of an unwarranted chargeback, Healthy Cosmos® Private Limited will submit this legally binding agreement, along with your digital access logs and IP address, to the financial institution to dispute the claim. Fraudulent chargebacks will result in a permanent ban from the BookTeleMed.com platform and may be forwarded to international collections.

6. Disputes and Clarifications
If you require clarification regarding this policy, please contact our customer support team immediately through the website portal or by emailing hello@booktelemed.com. All technical disputes must be reported within 24 hours of the incident. We will make every effort to address your concerns fairly.

7. Modification of Policy
Healthy Cosmos® Private Limited reserves the absolute right to amend, update, or modify this International Refund and Cancellation Policy at any time without prior individual notice. The most current version of this policy will govern all transactions. Users are encouraged to review this policy periodically when availing of new services.

*All patient consultations are voluntary with their expressed consent.