Platiheal Terms of Use

1. Operator, scope and agreement

Platiheal is a healthcare product operated by Platione Solutions Pvt Ltd (“Platione”, “we”, “us”). These terms apply to Platiheal websites, patient and clinic applications, and healthcare sites we host for providers. Gripic is an existing product and technical name used in some applications and communications; it does not identify a separate contracting company.

These terms govern the platform relationship. A provider remains responsible for its own clinical services and applicable patient notices. A separately signed service agreement or order governs its specified commercial scope; mandatory patient, consumer and privacy rights continue to apply. The Privacy Policy explains data handling, and the Healthcare Disclaimer explains important service limitations.

This version is a review draft and is not presented as an adopted agreement or a retroactive replacement of existing commitments. Before public release, the approved version and effective date must be published and any required acceptance obtained. Shared Platione accounts and infrastructure do not combine the permissions or purposes of its marketplace/CRM services with patient, practice-management (PMS) or research records.

2. Services and availability

The platform can support public clinic and professional profiles, healthcare discovery, patient and family accounts, appointment requests and management, consultation orders and payments, clinic administration, personal health entries, clinical forms and attachments, and separately configured research collection. Access depends on the deployment, provider configuration, subscription and your authorized role.

A roadmap, sample form, menu label or demonstration does not promise that a feature is available. Pharmacy fulfilment, remote consultations, ABHA/ABDM exchange, insurance processing, automated extraction and AI-assisted clinical features require their own launch, permissions and notices. We may maintain or change features with appropriate notice and subject to existing contractual commitments.

3. Healthcare responsibility and emergencies

Platione supplies software and coordination tools. It does not itself provide a diagnosis, prescribe treatment or act as the treating clinic through these tools. The treating professional must make clinical decisions, assess whether an in-person examination is needed, and obtain the consent and maintain the records required for care.

Do not use booking requests, forms, uploads, feedback, chat or reminders for emergencies or continuous monitoring. Seek local emergency services or an emergency department for urgent care. Technical support cannot provide clinical advice. These limitations do not remove any legal duties that apply to us or a provider.

4. Accounts, eligibility and security

Use accurate information, protect your credentials, and use only accounts and workspaces you are authorized to access. Notify us promptly if you suspect compromise. Do not share an OTP or password with a provider or support agent. Device authentication confirms device access; it does not establish clinical authority or consent.

Independent account holders must be at least 18 and legally capable of contracting. A child’s use and records must be managed by an appropriately authorized parent or guardian, with age and authority checks and any consent required by law. Do not misstate a child’s age to avoid safeguards. Where an adult needs representative assistance, obtain appropriate authority and respect that adult’s rights.

5. Family members, identity and access

Add or act for a family member only with valid authority. Select the intended person before booking, uploading a file or entering a record. Family membership, a shared contact number or an emergency-contact entry does not authorize unrestricted access to another person’s clinical or research data.

The platform may use identifiers to reconcile accounts and provider information. A matching identifier, public profile or software-generated internal account identifier is not proof of patient identity, guardianship, professional credentials or access rights. Report duplicates or incorrect links rather than reusing another person’s record.

6. Provider accounts and hosted websites

A clinic must authorize its account administrators, maintain accurate staff and location assignments, and promptly remove access when a person leaves or their role changes. Platform administration is distinct from clinical authority. Providers must ensure that each professional is appropriately registered and works within their lawful scope.

Providers are responsible for the accuracy and lawful publication of profiles, qualifications, affiliations, services, fees, schedules and patient-facing statements. They must secure rights to uploaded content and hosted domains. Public publication must not expose private patient records. Hosting by Platione does not make a provider an employee or agent of Platione or transfer the provider’s clinical duties to us.

Where a healthcare organization uses shared CRM or communication tools, those functions need an authorized purpose and audience. Do not place clinical or research information into general lead lists, advertising events or unrelated campaigns. A shared profile, login or relationship does not itself permit cross-organization or cross-purpose reuse.

7. Listings, public evidence and digital-presence scores

Public profiles may include provider-submitted information and information derived from permitted public sources. Extracted facts and relationships require review and may be incomplete, outdated or mistaken. Contact the provider to confirm important information and use the correction process for errors.

Digital-presence scores assess observed public content, technical signals and coverage. They do not certify registration, licensing, accreditation, clinical quality, treatment outcomes, staff affiliation or booking availability. Search order and a profile’s presence must not be treated as medical recommendations or paid endorsements unless specifically disclosed.

8. Booking, rescheduling and cancellation

Review the selected patient, provider, location, time, fee, payment rule and cancellation conditions before submitting. Slots may change before confirmation. A request, wait-list entry, payment attempt or notification alone does not establish a confirmed appointment; check the actual booking status and clinic confirmation.

Use the available reschedule or cancellation action and verify the resulting status. Where an action is unavailable or a result is unclear, contact the clinic. Do not assume an appointment changed because a request was sent. Providers remain responsible for their availability, clinical suitability, delays, preparation instructions and services actually delivered.

9. Fees, payments, refunds and subscriptions

Consultation fees, platform charges, taxes and any subscription price must be disclosed before a paid commitment. The displayed appointment flow may require payment at the clinic, payment to confirm or payment when booking. Payment processing is provided through the supported processor; never give support your card security code, password or payment OTP.

Consultation charges are the provider’s charges unless the transaction says otherwise. Refund eligibility, responsible payee, deductions and timing must follow the terms disclosed for that transaction and applicable law. Cancellation does not by itself prove a refund was completed. Contact the clinic about its consultation charge and us about a platform charge or technical payment failure, with the booking and transaction references.

Check pending transactions before paying again. A bank debit does not guarantee booking confirmation. We do not promise insurance coverage, cashless approval or reimbursement. Any recurring subscription requires a separate disclosed billing and cancellation arrangement; these terms alone do not authorize automatic debits.

10. Personal records, clinical records and attachments

You retain the rights you lawfully hold in your content. You authorize us to host, process, transmit and make it available only as needed for the requested service, authorized instructions and lawful obligations. This is not a transfer of ownership or a general license to sell health data or use it in advertising.

Personal entries, provider-authored clinical findings and research records have separate purposes and permissions. A personal workspace does not automatically include a clinic’s complete chart, and saving a personal entry does not send it to a clinician for review. Providers remain responsible for record accuracy, clinical interpretation, access disclosures and their retention duties.

Review drafts and uploaded files carefully. Finalized records may require a recorded amendment; do not conceal changes to clinical history. File validation and scanning can delay access. A failed upload is not proof that a document was stored. Keep copies of important documents and ask the authoring provider to correct clinical mistakes.

11. Research, consent and future automation

Research collection is available only in separately authorized projects and audiences. The sponsor, investigator and institution must determine applicable ethics approval, participant information, lawful basis, consent, withdrawal and reporting requirements. Inclusion in a project, account acceptance or access to a form is not participant consent or ethics approval.

This release does not promise new enrollment or consent capture, automatic clinical-to-research copying, OCR or AI autofill. A future clinical AI feature must have an appropriate stated purpose, safeguards and professional review before use. No automated output should independently establish a diagnosis, prescription or treatment decision.

12. Acceptable use and communications

Do not access records without authority, impersonate another person, fabricate credentials, publish confidential patient information, upload unlawful content or malware, circumvent security, scrape private services, or use the platform for unlawful promotion or discriminatory care practices. Use only the minimum data needed for support and keep clinical documents out of ordinary feedback.

Service messages may concern verification, account security, appointments and transactions. Optional marketing needs its own lawful permission and available opt-out. Message delivery depends on correct contact information, permissions and networks. A reminder does not replace checking the appointment or provider instructions.

13. Intellectual property and third parties

Platione and its licensors retain rights in the software, branding and platform materials. Subject to the applicable agreement, you receive permission to use the service for its intended purpose. Provider names, content and third-party materials retain their respective ownership.

Payment, messaging, mapping, authentication, hosting and other integrations may be provided by third parties. Their applicable terms and notices must be available where relevant. Links and integrations do not establish an endorsement or guarantee, and we remain responsible for obligations that cannot lawfully be delegated.

14. Suspension, closure and continuity

We may restrict access where reasonably necessary for security, unlawful use, loss of authority or material contractual breach. Where appropriate, we will explain the reason and offer an opportunity to resolve it, unless doing so would compromise security or a legal restriction. A provider must plan continuity of care independently of software availability.

Request account closure or a data copy through the privacy contact. Closure is distinct from cancellation of appointments, ending a provider’s subscription or erasure of lawfully retained clinical records. Any agreed export, transition and retention arrangements continue to apply. We do not promise that every record can be erased immediately.

15. Service limits and responsibility

We use reasonable care in providing the platform but cannot promise uninterrupted access, error-free third-party information or a particular clinical or commercial outcome. Providers and users remain responsible for decisions and content within their control. Report errors so they can be investigated.

To the extent permitted by applicable law, we exclude indirect or consequential losses arising from platform use. Nothing excludes liability that cannot lawfully be excluded, including applicable statutory obligations, fraud or willful misconduct. These terms do not waive consumer remedies or excuse our own privacy and security duties. A separately negotiated business agreement may allocate additional responsibilities and limits where lawful.

16. Law, complaints and changes

Indian law governs these terms. Subject to mandatory jurisdiction and consumer rights, disputes may be brought before competent courts in Pune, Maharashtra. Contact us first if practical; doing so does not prevent you from seeking a remedy from a competent court, consumer commission or regulator.

We will publish changes with a revised version and effective date and give appropriate notice of material changes. Where fresh consent or acceptance is required, a website update or continued use alone will not substitute for it. Contact details are set out below.

Company and grievance contact

Platione Solutions Pvt Ltd
Office 4, Survey No 19/2 Sakhare Estate, Hinjawadi Wakad Rd, Hinjwadi, Pune, MH, India – 411057.

Privacy and grievance contact: Adv. Mrs. Usha Ghotankar.
Privacy: [email protected]
Grievances: [email protected]
Legal: [email protected]
Support: [email protected]
Security: [email protected]
Phone: +91-7083-888-888.

These are the existing Platione company contacts. Do not send passwords, OTPs or unnecessary sensitive documents by ordinary email. These contacts are not emergency medical services.