Stepcare India
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Terms and Conditions

These terms and conditions (“Terms”) apply to your use of the primary healthcare services (“Services”) provided by Stepcare (“We”, “Us”, or “Our”) through our brand new primary healthcare clinic (“Clinic”). By using the Services, you agree to be bound by these Terms.

Membership

  1. We offer membership packages that provide access to a range of healthcare Services, including but not limited to diagnostics, consultations, and pharmacy. Our membership is outlined in detail in our Membership Manual and all Services are conducted in accordance with the Membership manual.
  2. Membership is subject to acceptance and payment of the membership fee. Membership is valid for a specified period and will expire at the end of that period unless renewed one month prior to the expiry.
  3. Membership is non-transferable and non-refundable
  4. We retain the authority to change or terminate membership plans, services, or costs at any given time, and these changes will take effect from the membership’s anniversary date. (Please refer to the refund and cancellation policy)
  5. Non-members accessing Services may only do so at the sole discretion of Stepcare. Service provisions for Non-members will be in accordance with our Walk-in Policy that will be communicated verbally at the point of use. The Walk-in Policy is subject to change, without liability or prior notice, from time to time according to promotional, marketing, and other commercial requirements of Stepcare. 

Services

  1. We will provide the Services with reasonable care and skill and in accordance with applicable laws and regulations.
  2. We reserve the right to refuse to provide Services to any person at any time for any reason listed in our Refund & Cancellation policy. 
  3. We may, at our sole discretion, change or discontinue any aspect of the Services at any time, without notice or liability to you.
  4. All Services are provided in accordance with Stepcare Charter, which is available on our website, including the commitment to not discriminate on the basis of age, race, religion, disability, sexual orientation, or gender.

Payments

  1. Payments for Services are due before the first day of the membership commences unless otherwise arranged in writing with Stepcare. 
  2. Membership fees are due at the time of registration and are non-refundable except in accordance with our Refund & Cancellation policy 
  3. We reserve the right to modify our pricing at any time, without notice or liability to you.

Confidentiality and Privacy

  1. We will maintain the confidentiality of your personal and medical information in accordance with applicable laws and regulations.
  2. We will only collect, use, and disclose your personal information in accordance with our privacy policy, which is available on our website.
  3. We want to assure you that the privacy of your data is of the utmost importance to us, and we will not compromise it in any way unless legally required to do so. We adhere to all applicable privacy laws and regulations, and we have strict policies and procedures in place to safeguard your personal information.

Liability and Disclaimer

  1. We will not be liable to you or any third party for any indirect, incidental, consequential, special, or punitive damages arising from or relating to the Services.
  2. We do not guarantee the accuracy or completeness of any non-medical information provided through the Services.
  3. We will not be liable for any loss or damage arising out of or in connection with your use of the Services or reliance on any non-medical information provided through the Services.

Miscellaneous

  1. These Terms constitute the entire agreement between you and us with respect to the Services. 
  2. These Terms are governed by and construed in accordance with the laws of India without regard to its conflict of law provisions. 
  3. Any dispute arising out of or relating to these Terms or the Services will be resolved by arbitration in accordance with the rules of the Indian Council of Arbitration. 
  4. These Terms may not be assigned by you without our prior written consent. 

If you have any questions about these Terms or the Services, please contact us at Stepcare Clinic.

Refund & Cancellation Policy

At Stepcare, we aim to provide our members with the best possible experience. However, we understand that there may be instances where members may need to cancel their membership or request a refund. Please read this policy carefully to understand the scenarios in which a refund or cancellation may be possible.

Scenarios in which a member may request a refund:

  1. No longer wants membership for any reason – No refund will be provided unless at Stepcare’s sole discretion.
  2. Develops a medical condition or illness that is outside of Stepcare’s membership offer – The membership can be paused until the medical condition is resolved, at which point the membership will be resumed. If the medical condition lasts longer than 12 months, no refund can be issued unless at the discretion of Stepcare. If the member dies during this period, they will be entitled to a refund on any unused months within a 12-month period.
  3. Death – Stepcare will refund the value of months not availed from their 12-month membership.
  4. Medical negligence on Stepcare’s part – If medical negligence or substantive error on Stepcare’s part is proven undoubtedly according to the governmental legal process, a refund to the value of unused months will be offered.

Scenarios in which Stepcare may cancel a membership without refunding payment:

  1. Suspected fraudulent activity – Membership will be frozen until the matter can be investigated internally by Stepcare. If fraudulent activity is proven or highly suspected after this investigation, by Stepcare, the membership will be terminated without refund and reasons offered to the member in writing.
  2. Any kind of abuse is reported, uncovered or discovered – This includes any kind of abuse to staff or other members or by disrupting Stepcare on social media platforms. This will be managed as above; membership will be frozen until the matter can be investigated internally, by Stepcare. If abuse is found to have occurred or is highly suspected after this investigation, the membership will be terminated without refund and reasons offered to the member in writing.
  3. Change of address outside Bangalore – Stepcare reserves the right to cancel the membership.
  4. Misuse of service – At Stepcare’s discretion but in accordance with our terms of service (refer to fair use policy)
  5. Custodial prison term – Cancellation of membership.

Special Circumstances:

Due to circumstances beyond our control such as a pandemic, epidemic, natural disaster, or force majeure – Memberships will be paused for the duration of the closure. If this closure is permanent, no refund can be issued unless at Stepcare’s sole discretion.

In all cases, if a refund is issued, it will be processed within 14 working days from the date of approval of the refund request. Refunds will be processed via the same mode of payment used for the membership purchase. Any cancellation of membership will be communicated to the member in writing, and any refund, if applicable, will be mentioned.

Please note that the above policy is subject to change at Stepcare’s discretion.

Fair use policy

At Stepcare, we strive to provide high-quality primary healthcare services to all our members. To ensure that our services are utilized effectively and efficiently, we have developed this Fair Use Policy that outlines the acceptable use of our services by our members.

Appropriate use of Stepcare Services

Members of Stepcare must use our services solely for the purposes of primary healthcare services. Members are expected to use our services in good faith and in accordance with applicable laws and regulations. Members must not use our services for any unlawful, fraudulent, or improper purpose.

Respect for Others

Members of Stepcare must respect the privacy, dignity, and rights of other members, our staff, and other healthcare providers. Members must not harass, discriminate, or defame other members or our staff. Members must not use our services to engage in any activities that are offensive or inappropriate.

Responsible Use of Resources

Members of Stepcare must use our resources responsibly and efficiently. Members must not misuse our services or resources or engage in activities that may cause harm to our systems or networks. Members must not engage in activities that may interfere with providing services to other members or our ability to provide services.

Compliance with Policies and Regulations

Members of Stepcare must comply with all applicable policies and regulations. Members must comply with our terms of service, privacy policy, and any other policies that we may develop from time to time. Members must also comply with applicable laws and regulations, including those related to healthcare, privacy, and data protection.

Reporting of Misuse or Abuse

Members of Stepcare must report any misuse or abuse of our services or resources. If a member becomes aware of any misuse or abuse of our services, they must report it immediately to Stepcare.

Consequences of Non-Compliance

If a member violates this Fair Use Policy or any other applicable policies or regulations, Stepcare may take appropriate action, including, but not limited to, termination of the membership, reporting the violation to relevant authorities, and pursuing legal action.

We reserve the right to amend this Fair Use Policy at any time. We encourage all our members to review this policy regularly to stay informed of any updates.

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