Terms of Service

1. Introduction

These Terms of Service ("Terms") are an agreement between you and ACROCAN HEALTHTECH PRIVATE LIMITED ("Acrocan", "we", "us", "our"), a company incorporated in India with CIN U62011WB2025PTC283512 and registered office at BL-C, 4th FR, FL- 4A, 10, Agrasain Street, LP-104/8, Liluah, Uluberia - II, Howrah- 711204, West Bengal, India.

They govern your use of the Acrocan website, applications and digital services. By creating an account or using a service, you accept these Terms.

Some services have additional conditions. Our Service-Specific Terms set out how each service works, our Privacy Policy explains how we handle personal data, our Refund & Cancellation Policy governs money, and our Healthcare, AI & Emergency Safety Notice explains the limits of what we do. Where a conflict exists, the document dealing specifically with that subject applies to that subject, and the disclosure shown to you at the time of a transaction governs the commercial details of that transaction.

If you do not accept these Terms, do not use Acrocan.

2. What Acrocan is

Acrocan operates a healthcare technology and coordination platform. Depending on where you are and what is available, Acrocan may help you:

• find and consult healthcare professionals online;
• book in-clinic appointments;
• request a doctor home visit;
• discover and book diagnostic tests, including home sample collection where offered;
• receive and organise diagnostic reports;
• send medicine and prescription requests to pharmacy partners;
• store and organise health records in Health Cloud;
• use Acrocan AI to organise information and prepare platform actions;
• navigate between available services;
• make payments and receive refunds for services booked through Acrocan.

Acrocan is not a hospital, clinic, doctor, diagnostic laboratory, pharmacy, insurer, third-party administrator or emergency medical service. Diagnosis, clinical judgement, treatment, prescribing, laboratory testing, report validation and medicine dispensing are the responsibility of the qualified professional or licensed provider who performs them.

3. Independent providers

Doctors, clinics, laboratories, pharmacies and other providers available through Acrocan are independent. They are responsible for the professional and regulated services they deliver and for holding and maintaining every registration, licence and credential their service requires.

We provide technology, discovery, onboarding and verification, scheduling, communication, payment coordination, record management and operational support. We do not assume a provider's professional or regulated responsibilities.

What "verified" means. Where we describe a provider as verified, we mean we have checked, at the time of onboarding and on credential renewal, the specific items listed for that provider category in our Service-Specific Terms - for example, a healthcare professional's registration against the relevant council register, or a pharmacy's drug licence and licensed premises. Verification is a documentary check at a point in time. It is not a guarantee of availability, of a clinical result, of the absence of professional error, or of suitability for your particular condition.

We remove or suspend a provider from the platform where a required credential lapses, where a check fails, or where we have reasonable grounds to do so.

4. Who can use Acrocan

Acrocan accounts are for individuals aged 18 or over who are legally capable of entering into the transactions they use Acrocan for.

We do not knowingly create or maintain accounts for people under 18. If we become aware that an account holder is under 18, we will restrict the account.

Phase-1 account model. Acrocan accounts are for the account holder only. Phase 1 does not provide managed child or dependant profiles. A future caregiver or family-access feature will use a separate authority and consent model before it is activated.

5. Your account

You must give accurate information and keep it current. You are responsible for your login credentials and for activity on your account. Tell us promptly if you believe your account has been accessed without your authorisation.

We use verification measures - including phone or email verification, session controls and, where appropriate for sensitive actions, additional confirmation - to protect accounts, payments, Health Cloud access and record sharing.

You may close your account at any time. Closing your account is explained in our Data Deletion Instructions, including what happens to records stored in Health Cloud.

6. Information you give us

Healthcare services depend on accurate information. You must not knowingly give us or a provider false or misleading information in a healthcare workflow, and you must not upload or share a record you are not lawfully entitled to share.

If you upload a record relating to someone else, you confirm you are lawfully authorised to do so. If someone believes their record has been uploaded to Acrocan without their authority, they can contact us at the address in section 19 and we will investigate and, where appropriate, remove it.

7. The services, in summary

Each service is described in full in our Service-Specific Terms. In summary:

Consultations. The healthcare professional you consult - online, in a clinic or at your home - exercises independent professional judgement and is responsible for assessment, diagnosis, treatment, prescribing, referral and follow-up. We do not influence, direct or require any clinical decision. A healthcare professional may decide that a remote consultation is not appropriate and recommend an in-person examination, a test, urgent care or another form of care.

Diagnostics. The laboratory or diagnostic partner named in your booking performs the test, carries out validation and issues its own report under its own authority. We coordinate discovery, booking, collection scheduling, status updates and report delivery. Turnaround times shown in Acrocan are estimates unless we expressly state that a time is guaranteed.

Medicines. You can send a medicine or prescription request to a pharmacy partner. The pharmacy decides whether it can lawfully supply, checks prescription requirements and stock, and dispenses. The pharmacy is the seller of the medicine. Submitting a request through Acrocan is not a purchase and does not mean a medicine is available or that a prescription is valid.

Health Cloud. Health Cloud stores and organises health records and lets you share selected records through supported workflows. A provider-issued record is the source document; an Acrocan-generated or AI-generated summary is labelled as a summary and never replaces or alters it.

Acrocan AI. Acrocan AI organises information, summarises context, explains platform options, helps you prepare questions and prepares platform actions for your confirmation. Acrocan AI prepares an action; you review and confirm it; our systems then execute it. Acrocan AI does not diagnose, prescribe, select treatment or clinically interpret reports, and its output can be incomplete or wrong.

Care navigation. We help you find the right service category and next step on Acrocan. That is navigation, not a determination of what medical care you need.

We do not clinically review, interpret, monitor or triage your records, reports, messages or AI conversations. This is important and is explained in our Healthcare, AI & Emergency Safety Notice, which you should read.

8. Requests, bookings and confirmation

Some services use fixed slots. Others start as a request and become confirmed only when a provider accepts, availability is verified, payment succeeds or another condition shown in that flow is met.

The status shown in Acrocan is authoritative. A submitted request is not a confirmed booking, and a bank debit notification is not by itself proof that a booking or order was completed.

Availability depends on provider acceptance, geography, operating hours, stock and operational feasibility. Showing a service in Acrocan does not mean it is available everywhere at all times.

9. Prices and charges

Before you pay, we show you the total amount payable, itemised, including applicable taxes and any service, platform, collection or delivery charge. We do not add charges after payment that were not disclosed before it.

We identify the provider responsible for the underlying service and, where relevant, the seller of the goods or services you are paying for.

Where we show a price reduction, we show it alongside the reference price it is measured against, on the basis stated in that flow.

We may introduce, change, waive, subsidise or promote our own fees for future transactions. A change never alters a transaction you have already completed.

10. Payments

Payments are processed by third-party payment service providers. We keep transaction information such as amount, status, gateway reference, refund status and reconciliation data. We do not store your full card details.

We will never ask you for your full card number, CVV, OTP, UPI PIN or banking password. Do not give these to anyone claiming to represent Acrocan.

11. Cancellations and refunds

Cancellation, rescheduling and refunds are governed by our Refund & Cancellation Policy together with the condition shown to you before you paid or committed. Outcomes depend on the service and the stage it has reached.

Nothing in these Terms or that Policy limits any consumer right or remedy that cannot lawfully be excluded.

12. Communications

We send communications needed to operate a service you requested - booking confirmations, reminders, provider status updates, collection and delivery updates, payment and refund information, and actions needing your attention - using the contact details on your account.

Optional channels, including WhatsApp, require a separate opt-in that you can withdraw at any time through your communication preferences. Having a phone number on your account is not, by itself, permission to send you optional messages.

We keep detailed health information out of external messages where a secure link into your Acrocan account will do.

13. Acceptable use

You must not:

• impersonate another person or misrepresent your authority to act for someone;
• give false or fraudulent information, particularly in a healthcare workflow;
• upload material you are not entitled to share, or material that is unlawful;
• upload or transmit malware, or attempt to access accounts, records or systems you are not authorised to access;
• interfere with, disrupt, probe or overload the platform, or scrape it;
• misuse another person's records;
• abuse booking, refund, promotional or provider systems; or
• use Acrocan for any unlawful purpose.

We may remove content and restrict access where we have reasonable grounds to believe this section has been breached.

14. Providers using Acrocan

Access by doctors, clinics, laboratories, pharmacies and other partners to Acrocan's provider workspaces is governed by the Acrocan Master Provider Agreement and the applicable schedule, not by these Terms.

15. Third parties

Acrocan works with healthcare providers, laboratories, pharmacies, payment providers, communication providers, cloud and infrastructure services and authentication providers. Those organisations have their own legal and professional obligations for the services they provide. These Terms do not make us responsible for the independent professional or regulated conduct of another organisation, and they do not reduce our responsibility for our own.

16. Intellectual property

Acrocan owns or licenses the platform, its software, brand, design and original content. You may not copy, adapt, reverse-engineer or redistribute them except as the law allows.

You keep your rights in content you lawfully upload, and you give us the permission we need to store, process, display and transmit it in order to provide the services you have requested.

Provider-issued reports, prescriptions and other healthcare documents remain attributable to the provider that issued them.

17. Suspension and restriction

We may restrict or suspend an account, a feature or a provider where reasonably necessary for security, fraud or abuse prevention, legal compliance, material breach of these Terms, or the protection of users or providers. Where practicable we tell you why.

A restriction applied for one reason will not be used to block your access to your own records, to a refund you are entitled to, or to a privacy or deletion request.

18. Availability, outcomes and liability

Availability. We work to keep Acrocan reliable, but we do not guarantee uninterrupted access, the availability of any particular provider, test or medicine, or that third-party services will be error-free.

Outcomes. We do not guarantee a particular diagnosis, prescription, test result, clinical decision, recovery or treatment outcome. Those depend on factors outside a technology and coordination platform.

Non-excludable rights. Nothing in these Terms excludes or limits liability, rights or remedies that cannot lawfully be excluded or limited, including statutory consumer rights, liability for fraud or fraudulent misrepresentation, and any liability that applicable law requires us to bear.

Independent provider decisions. Subject to applicable law, Acrocan is not responsible for the independent clinical judgement of a healthcare professional, the laboratory's professional validation of a report, or a pharmacy's professional dispensing decision. This does not reduce Acrocan's responsibility for its own platform, representations, payment handling, privacy and security practices, or statutory obligations.

Indirect losses. To the extent permitted by law, Acrocan is not responsible for indirect or consequential losses that were not reasonably foreseeable from the relevant service relationship. We do not publish a fixed monetary liability cap in this Phase-1 consumer contract; any future cap or additional limitation must be reviewed for the actual service and applicable law before adoption.

Narrow misuse indemnity. You will reimburse Acrocan for losses, third-party claims and reasonable costs caused by your deliberate unlawful use of the platform, fraudulent information, or upload or sharing of another person's records without authority. This does not apply to an ordinary dispute about a service, payment, refund or good-faith complaint.

19. Complaints and grievance redressal

You can contact us about bookings, payments, refunds, privacy, accounts, platform problems or provider coordination.

Grievance Officer: Aman Kumar Singh, Director

Consumer, privacy and grievance email: connect@acrocanhealthtech.com

Address: ACROCAN HEALTHTECH PRIVATE LIMITED, BL-C, 4th FR, FL- 4A, 10, Agrasain Street, LP-104/8, Liluah, Uluberia - II, Howrah- 711204, West Bengal, India

We acknowledge a complaint within 48 hours of receiving it, give you a copy of the complaint as we have recorded it, and work to resolve it within one month. Where we cannot, we tell you why and what happens next.

Nothing here affects your right to approach a consumer commission, the National Consumer Helpline, a regulator, a court or any other competent authority.

For provider, investor, institutional and business enquiries, use info@acrocanhealthtech.com.

20. Governing law and forum

These Terms are governed by the laws of India. The courts at Kolkata, West Bengal have jurisdiction, except that this does not restrict any forum, commission or authority available to you as a consumer or otherwise under law, all of which remain fully available.

21. General

Changes. We may update these Terms to reflect changes in our services, the law, our operations or safety requirements. We will publish the updated version with a new version number and effective date, and we will tell you about material changes through an appropriate channel. Where fresh consent or acceptance is legally required, we will ask for it rather than relying on your continued use.

Severability. If a provision is found unenforceable, the rest continues in force and the provision is applied to the fullest extent the law allows.

Assignment. You may not transfer your rights under these Terms. We may transfer ours to a group company or in connection with a merger, acquisition or transfer of our business, without reducing your rights.

Force majeure. Neither party is responsible for a failure caused by events genuinely outside its reasonable control, but this never affects your right to a refund for a service that was not delivered.

Survival. Sections 13, 16, 18, 19, 20 and this section survive termination.

Entire agreement. These Terms, together with the documents referred to in section 1 and the disclosures shown at the time of a transaction, are the whole agreement between us about the platform.