Terms & Conditions
Acceptance of terms
By using this website or booking a consultation, you agree to these terms and to our privacy, cancellation, refund and disclaimer policies on this page.
About our services
Rooh Medi Care, an initiative of Rooh Mind Care, provides online consultations with general physicians registered with the National Medical Commission or a State Medical Council. We are based in Lucknow, Uttar Pradesh, and are registered with the Ministry of Micro, Small and Medium Enterprises (UDYAM-UP-50-0309417). Psychiatry and psychology sessions are booked through Rooh Mind Care and follow Rooh Mind Care's policies.
Eligibility and identity
- You must be able to enter a legally binding agreement under Indian law.
- Patients under 18 must consult with a parent or guardian present, who gives consent.
- As the Telemedicine Practice Guidelines require, the doctor will confirm your name, age and contact details, and may ask for an ID.
Booking and payments
- Consultations are booked on WhatsApp, by email or on Instagram, and confirmed by us with a time and joining details.
- A consultation with our general physician costs ₹500. Fees are listed on our fees page and may change, but the fee confirmed when you book will not.
- Unless we agree otherwise in writing, the fee is paid in full before the consultation. Payments are in Indian rupees. See Payments for how to pay.
Prescriptions
A prescription is given only when the doctor considers it appropriate and it is allowed under the Telemedicine Practice Guidelines. Paying for a consultation does not guarantee a prescription, a particular medicine, a medical certificate or a referral.
Use of this website
Use this website lawfully. Do not attempt to access our systems or other people's data without authorisation.
Intellectual property
The content of this website belongs to Rooh Medi Care. You may view and download it for personal, non-commercial use. Copying, modifying or republishing it needs our written permission.
No guarantee of outcomes
Our doctors give their best care, but no doctor can guarantee a particular result.
Changes to these terms
We may update these policies. The date at the top of this page shows when they last changed, and continuing to use our services means you accept the updated version.
Governing law and jurisdiction
These terms are governed by the laws of India. The courts at Lucknow, Uttar Pradesh have exclusive jurisdiction.
Contact
For policy questions, email contact@roohmindcare.in. For administration, email admin@roohmindcare.in.
Payments
Consultation fees
- An online consultation with our general physician, Dr Kartikay Mishra, costs ₹500. Follow-up consultations are available once a week.
- Psychiatry (₹1,000) and clinical psychology (₹2,500) sessions are booked and paid through Rooh Mind Care.
- All fees are in Indian rupees and include any applicable taxes. The fee confirmed when you book is the fee you pay.
When to pay
The full fee is paid before the consultation. Your booking is confirmed once the payment is received, and we then send your joining details.
How to pay
Online payments are processed securely by Razorpay, a payment gateway authorised by the Reserve Bank of India. You can pay by UPI, debit or credit card, net banking or supported wallets. We send you a secure payment link when we confirm your booking.
Payment security
Card, UPI and bank details are entered on Razorpay's secure, PCI DSS compliant page. Rooh Medi Care never sees or stores your card number, CVV, UPI PIN or banking passwords. We will never ask for these on WhatsApp, email, phone or Instagram.
Receipts
You receive a payment confirmation by email or SMS from Razorpay. If you need a receipt for your records or insurance, email contact@roohmindcare.in with your payment reference.
Failed or pending payments
If money leaves your account but your booking is not confirmed, the payment is usually reversed automatically to the original method within 5 to 7 business days. If it is not, write to us with your payment reference and we will resolve it.
Refunds and disputes
Refunds follow our cancellation and refund policies and go back to the original payment method. If you think you were charged wrongly, please contact us first so we can fix it quickly.
Cancellation & Rescheduling
Cancelling or rescheduling
- Please give at least 24 hours' notice to cancel or reschedule. You can reschedule free of charge with 24 hours' notice.
- If you cancel with less than 24 hours' notice, the full consultation fee applies.
- If you do not join a consultation without telling us (a no-show), the full consultation fee applies.
- For genuine emergencies, we may make a one-time exception at the doctor's discretion.
If we cancel
If we have to cancel or cannot connect because of a problem on our side, you choose a free new time or a full refund.
Late arrivals
If you join late, the consultation still ends at its scheduled time, and the fee is not reduced for the shorter consultation.
Follow-up consultations
Follow-up consultations are available once a week. They are booked like any other consultation, and the same cancellation rules apply.
Repeated missed appointments
After two missed appointments, we may ask you to pay in advance or may decline further bookings. We will tell you directly and respectfully.
Ending care
You can stop consulting with us at any time. If your doctor feels your needs are better met elsewhere, such as by a specialist or through in-person care, they will tell you and help you with a referral.
Refund Policy
When refunds are available
- Cancelled at least 24 hours before: a full refund, processed within 7 to 10 business days.
- Cancelled by us, or a technical failure on our side: a full refund or a free new time, as you prefer.
- Duplicate or wrong charges: the extra amount is refunded in full within 5 business days.
- Not suitable online: if the doctor finds at the very start that your concern cannot be assessed online and needs in-person or emergency care, and the consultation does not go ahead, we refund the fee in full.
When refunds are not available
- Cancellations with less than 24 hours' notice, and no-shows.
- Consultations that have taken place, even in part.
- Dissatisfaction with the outcome, or a diagnosis or advice you disagree with.
- A consultation where a prescription was not issued because, in the doctor's judgement, it was not appropriate or not allowed online.
How to request a refund
Email contact@roohmindcare.in with your name, consultation date, payment reference and the reason. Approved refunds go back to the original payment method within 7 to 10 business days.
Service Delivery
How consultations are delivered
Rooh Medi Care provides online consultations only. We do not sell or ship physical products or medicines.
- After your payment is confirmed, we send the consultation time and joining details on WhatsApp or by email.
- The consultation takes place online at the confirmed time.
- Any prescription or written advice is shared digitally after the consultation, usually the same day.
If you have not received your joining details at least one hour before your consultation, message us on WhatsApp or email contact@roohmindcare.in.
Privacy & Confidentiality
Our commitment to confidentiality
What you tell your doctor stays between you and Rooh Medi Care. Your consultation details, reports and prescriptions are kept confidential under the Indian Medical Council (Professional Conduct, Etiquette and Ethics) Regulations, India's Telemedicine Practice Guidelines and Indian law. We never sell your information, and we do not share it with anyone outside your care without your explicit consent.
When we may have to share information
In rare cases we may have to share information without your consent:
- when there is an imminent and serious risk of harm to you or someone else;
- when the abuse of a child or vulnerable person is disclosed or reasonably suspected;
- when a court or authority lawfully orders it, or the law requires us to notify a public health authority.
Where we can, we tell you first, and we share only the minimum that is needed.
Consultation recordings
We do not record consultations. Nothing is recorded without your prior explicit written consent.
Medical records
Your doctor keeps notes of each consultation, the reports you share and any prescription issued, as the Telemedicine Practice Guidelines require. These records help with your follow-ups. You can ask for a copy of your own records at any time.
Reports and messages you send us
Reports, photos and messages you send on WhatsApp, email or Instagram are used only for your consultation. Please send them only to our official number, email addresses or Instagram account. You can ask us to delete them once your care no longer needs them.
Rooh AI chat assistant
Rooh AI, the chat assistant on this website, is powered by OpenAI. Chat messages are sent to OpenAI to generate replies, and OpenAI may use them to improve its models. To protect you:
- names, phone numbers, email addresses, UPI IDs, ID numbers, dates and addresses are removed from messages before they are sent;
- messages with personal medical details, such as report values, readings, medicines or diagnoses, are not sent to OpenAI at all, and Rooh AI asks you to share them with the doctor after booking instead;
- messages about emergencies or self-harm are answered with safety information without being sent;
- we do not keep chat messages on our servers.
Please do not share personal or medical details in the chat. Rooh AI gives general information only and is not a medical consultation.
Your data: storage and deletion
We handle personal data under the Digital Personal Data Protection Act, 2023 and the Information Technology Act, 2000. We collect only what we need to book and provide your consultation, and we never store card, UPI, banking or CVV details. To ask about, correct or delete your data, email contact@roohmindcare.in.
Legal & Medical Disclaimer
Not an emergency service
Rooh Medi Care offers online consultations only and is not an emergency service. For chest pain, difficulty breathing, fainting, sudden weakness on one side of the body, severe bleeding, a seizure or thoughts of self-harm, call 112 or go to the nearest hospital straight away. Tele-MANAS offers 24×7 mental health support on 14416.
Limits of online consultation
Online consultations follow India's Telemedicine Practice Guidelines. A doctor cannot examine you physically online, so some concerns need an in-person examination, tests or a specialist, and the doctor will tell you when. Some medicines cannot be prescribed online. Whether to prescribe, and what, is always the doctor's clinical decision.
Your part
The advice you receive depends on the information you give. Please share your symptoms, history, allergies and current medicines fully and accurately, and follow up or seek in-person care if you do not improve or get worse.
Website content
The articles and information on this website are for general education. They are not a diagnosis or treatment recommendation and do not replace a consultation with a doctor who knows your history.
Limitation of liability
To the extent the law allows, Rooh Medi Care and its doctors are not liable for outcomes resulting from information on this website, from information withheld or given inaccurately during a consultation, or from decisions made outside a consultation.
