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সেবা ওয়ান ব্যবহার শর্তাবলী

 

সেবা ওয়ান  ওয়েবসাইট বা অ্যাপ হল এমন একটি প্ল্যাটফর্ম যা একটি মধ্যস্থতাকারী হিসাবে, কোম্পানির বিভিন্ন নিবন্ধিত তৃতীয় পক্ষ দ্বারা প্রদত্ত হেলথ/স্বাস্থ্য সম্পর্কিত পণ্য, ওষুধ, ডায়াগনস্টিক এবং ডাক্তার বুকিং পরিষেবা কেনার জন্য ব্যবহারকারীর অনলাইন অনুরোধের সুবিধা দেয়।  আপনার এই প্ল্যাটফর্মের ব্যবহার, যার মধ্যে রয়েছে ব্রাউজিং, লগইন, অনুসন্ধান, ক্রয় আদেশ অনুরোধ এবং যেকোনো স্বাস্থ্য পণ্য এবং পরিষেবা কেনা,  নিবন্ধিত তৃতীয়-পক্ষ এবং আপনার মধ্যে বিক্রয় এবং ক্রয়/লেনদেন এই শর্তাবলী দ্বারা পরিচালিত হবে।

 

প্রোডাক্ট ডেলিভারি সময়সীমা

গ্রাহকদের সেবা ওয়ান প্ল্যাটফর্ম থেকে কেনা সমস্ত হেলথ পণ্য অর্ডারের 06 ঘন্টার মধ্যে বিতরণ করা হবে।

 

এবং সমস্ত ওষুধ পণ্য অর্ডারের 30 মিনিটের মধ্যে গ্রাহকদের কাছে পৌঁছে দেওয়া হবে।

 

ফার্মাসিউটিক্যাল পণ্য -

কোম্পানি ওষুধ এবং অন্যান্য ফার্মাসিউটিক্যাল পণ্য এবং পরিষেবা  থার্ড-পার্টি ফার্মেসি /হেলথ স্টোর দ্বারা অফার করা সহজতর করে। কোম্পানি এবং প্ল্যাটফর্ম শুধুমাত্র আপনাকে এবং ওয়েবসাইট বা অ্যাপ ব্রাউজিং/ভিজিট করা ব্যক্তিদের জন্য হোস্টিং এবং প্রযুক্তি মধ্যস্থতাকারী পরিষেবা প্রদান করে। ফার্মাসিউটিক্যাল/হেলথ  সামগ্রী এবং পরিষেবাগুলির সত্যতা এবং সত্যতা যা আপনাকে ফার্মেসি/হেলথের দোকানগুলি দ্বারা মার্কেটিং করা হয় তার একমাত্র দায়িত্ব ফার্মেসী/স্টোরের।

 

প্রেসক্রিপশন ড্রাগস-

ওষুধ এবং ফার্মাসিউটিক্যাল পণ্য কেনার ক্ষেত্রে যেগুলির জন্য একটি বৈধ প্রেসক্রিপশন প্রয়োজন, আপনাকে ওয়েবসাইট বা অ্যাপে বৈধ প্রেসক্রিপশনের একটি স্ক্যান কপি আপলোড করতে হবে। তৃতীয় পক্ষ- ফার্মেসিগুলি আপনার দ্বারা ফরোয়ার্ড করা প্রেসক্রিপশন যাচাই করবে, এবং তৃতীয় পক্ষের ফার্মেসীগুলির দ্বারা পরিলক্ষিত কোনো অসঙ্গতি থাকলে, তৃতীয় পক্ষের ফার্মেসীগুলি অবিলম্বে অর্ডারটি বাতিল করে দেবে৷ অর্ডার ডেলিভারি পাওয়ার সময় আপনাকে আসল প্রেসক্রিপশনটি উপস্থাপন করতে হবে। আপনি ডেলিভারি এজেন্টকে ওষুধ সরবরাহের সময় আসল প্রেসক্রিপশনটি স্ট্যাম্প করার অনুমতি দেবেন, ব্যর্থ হলে কোন ওষুধগুলি সরবরাহ করা হবে না।

 

প্রেসক্রিপশন ওষুধের প্রতিস্থাপন-

 আপনি মেনে নিচ্ছেন যে প্রেসক্রিপশন ড্রাগের বিকল্পের অর্ডারটি শুধুমাত্র তখনই প্রক্রিয়া করা হবে যখন চিকিৎসা বিশেষজ্ঞ/ডাক্তার নিজেই প্রেসক্রিপশন ড্রাগের পরিবর্তে অন্য কোনো সমতুল্য জেনেরিক ওষুধের জন্য অনুমতি দেন। আপনি আরও মেনে নিচ্ছেন  যে, উপরের অনুপস্থিতিতে, সংশ্লিষ্ট তৃতীয় পক্ষ প্রেসক্রিপশন ড্রাগের পরিবর্তে কোন বিকল্প ওষুধ সরবরাহ করবে না।

 

ওষুধের ডেলিভারি-

 ফার্মাসিউটিক্যাল ওষুধ এবং পরিষেবাগুলি ফার্মেসি বা তৃতীয় পক্ষের কুরিয়ার/ডেলিভারিদের দ্বারা বিতরণ করা হবে। আপনি মেনে নিচ্ছেন যে কোম্পানীর দ্বারা নিযুক্ত কুরিয়ার/ডেলিভারি কর্মীরা, আপনার প্রদত্ত ঠিকানায় সংশ্লিষ্ট ফার্মেসি/স্টোর থেকে ফার্মাসিউটিক্যাল ড্রাগস/হেলথ পণ্য এবং পরিষেবা সরবরাহ করবে। এই ডেলিভারিম্যানদের জন্য, সঠিক সময়ে পণ্য সরবরাহ করা এবং যত্ন নেওয়া ছাড়া, এই পণ্যগুলির জন্য অন্য কোনও বাধ্যবাধকতা নেই।  COD (ক্যাশ অন ডেলিভারি) ক্ষেত্রে, আপনি ডেলিভারি ম্যানকে চালান অনুযায়ী ওষুধ/হেলথ পণ্যের মূল্য পরিশোধ করতে বাধ্য থাকিবেন।

 

 

ল্যাবটেষ্ট সেবা

আপনাকে সার্ভিস/পন্য সেবা সঠিক ভাবে প্রদান করার সার্থে আমরা আপনার নিকট থেকে সাধারনত নিম্ম তথ্য সমূহ সংগ্রহ করেবো, যা আপনাকে জানাতে হবেঃ-

        আপনার নাম,

        আপনার জন্ম তারিখ,

         আপনার প্রেসক্রিপশন (যদি প্রযোজ্য হয়),

        আপনার পরীক্ষার বিবরণ,

        আপনার লিঙ্গ,

        ডাক্তারের নাম যিনি পরীক্ষাগুলি লিখেছিলেন (যদি প্রযোজ্য হয়),

        আপনার ইমেইল আইডি,

        আপনার ঠিকানা,

        আপনার ফোন নম্বর,

        আপনার আর্থিক তথ্য এবং সময়ে সময়ে প্রয়োজনীয় অন্যান্য বিবরণ।

                  

  অন্যান্য শর্তাবলী:

        আপনি মেনে নিচ্ছেন যে, আমরা কখনও কখনও আপনার সাথে যোগাযোগ করতে পারি বা আমাদের সাথে আপনার সমস্ত কল রেকর্ড করতে পারি এবং/অথবা আমাদের মাধ্যমে পরীক্ষাগার এবং/অথবা লজিস্টিক পার্টনারের কাছে তদন্তের উদ্দেশ্যে পাঠাতে পারি।

 

 সেবা ওয়ান ডটকম এর অন্তর্ভুক্ত সব গুলো সার্ভিস ব্যবহারের পূর্বে প্রত্যক ব্যবহারকারীকে সেবা ওয়ান প্রদত্ত শর্তাবলী মেনে ব্যবহার করতে হবে। কেউ যদি এই শর্তাবলী না মেনে থাকে, তাহলে উক্ত ব্যক্তি/প্রতিষ্ঠান সেবা ওয়ান ব্যবহার করা থেকে নিজেকে বিরত রাখতে পারে। শুধুমাত্র সেবা ওয়ানের নিম্ন-প্রদত্ত শর্তাবলী মেনেই সার্ভিস গ্রহণ করা যাবে এবং সেবা ওয়ান সার্ভিস ব্যবাহারের করার পর উক্ত শর্তাবলীর বাহিরের কোন ধরনের যুক্তি প্রযোজ্য হবে না। 

 

আপনি নিম্নোক্ত শর্তাবলী গ্রহণ করার নিশ্চয়তা দিচ্ছেন এবং সম্মতি প্রদান করছেন যেঃ 

ক) সেবা গ্রহীতা সেবা গ্রহণের পুর্বে ডাক্তারের সম্পূর্ণ ব্যক্তিগত তথ্য বাচাই করে নিতে পারে। যদিও সেবা ওয়ান নিজ দ্বায়িতে সেবাদাতাদের(ডাক্তারদের) তথ্য যাচাই বাচাই করে থাকে এবং তথ্য যাচাই করেই তাদেরকে সেবা ওয়ান সেবা প্রদানের অনুমতি প্রদান করে থাকে। কিন্তু সেবা গ্রহীতা চাইলেই সেবাদাতার(ডাক্তারের) বিএমডিসি(BMDC) আইডি যাচাই করে নিতে পারে। সেবা গ্রহীতা কতৃক যাচাই বাচাই করার পর যদি কোন ধরনের সমস্যার সম্মুখীন হলে সেবা ওয়ান দায়ি বলে বিবেচিত হবে না।

খ) যেহেতু সেবা ওয়ান সেবাগ্রহীতা এবং সেবা দাতার মধ্যে সংযোগ স্থাপন করে থাকে সুতরাং সেবা প্রদানের উপর সেবা ওয়ানের কোন সরাসরি সংযোগ নেই তাই সেবা প্রদানের মধ্যে কোন সমস্যা হলে সেবা ওয়ান  দায়ী বলে বিবেচিত হবে না। কিন্তু সেবা প্রদানের কারনের কোন সমস্যার সম্মুখীন হলে সেবা গ্রহীতা সেবা ওয়ান  সাপোর্টে জানালে উক্ত সেবা দাতার বিরুদ্ধে যথাপোযুক্ত প্রমাণ সাপেক্ষে ব্যবস্থা গ্রহণ করা হবে।

গ) সেবা ওয়ান  যেহেতু একটি অনলাইন হেলথ সেবা সুতরাং কখনো সেবা ওয়ান  জরুরী চিকিৎসা সেবা হিসেবে গণ্য হবে না।

ঘ) সেবা ওয়ান  প্ল্যাটফর্ম কখনো আনুষ্ঠানিক রোগ নির্ণয় বা চিকিৎসা প্রদান করে থাকে না এটা শুধু মাত্র নিবন্ধিত ডাক্তারদের সাথে সেবা গ্রহীতার সংযোগ স্থাপন করে থাকে। তাই এখানে সেবা ওয়ান  মাধ্যম ব্যবহার করে আপনার স্বাস্থ্য সমস্যা নিয়ে ডাক্তারের সাথে আলোচনা করতে পারবেন এবং পরামর্শ চাইতে পারবেন।  

ঙ) সেবা ওয়ানের  প্ল্যাটফর্ম এর সার্ভিস ব্যাবহার করে কোন নিবন্ধিত ডাক্তারের সাথে পরামর্শ করতে পারেন কিন্তু সেই পরামর্শের কারনে যদি আপনার শারীরিক কোন সমস্যা হয়ে থাকে তার জন্য সেবা ওয়ান  দায়ী থাকবে না। 

চ) সেবা ওয়ান  প্ল্যাটফর্ম এর মাধ্যমে ডাক্তারের পরামর্শ সেবা যেহেতু ইন্টারনেট নির্ভর এবং ইন্টারনেট জনিত কোন সমস্যার কারনে সার্ভিস বিঘ্ন হলে সেবা ওয়ান  কতৃপক্ষ দায়ী বলে বিবেচিত হবে না। 

 

অনলাইন ডাক্তার পরামর্শ:---

  

    i. ব্যবহারকারীরা নিম্নলিখিত শর্তে অনলাইন ডাক্তারের পরামর্শ নিতে সম্মত হচ্ছেন:-

:

            তারা ডাক্তারের সাথে কেবল মাত্র চলমান চিকিৎসা বিষয়ে পরামর্শ করবে

 

            এমন একটি অবস্থা যার জন্য জরুরি চিকিৎসা, শারীরিক পরীক্ষা বা চিকিৎসার প্রয়োজন নেই;

            রেফারেন্সের জন্য তাদের কাছে রেকর্ড হিসাবে চিকিৎসা ইতিহাস রয়েছে

 

            তাদের স্থানীয় ডাক্তারের মাধ্যমে তৈরি করা শারীরিক পরীক্ষার একটি রেকর্ড এবং  রিপোর্ট রয়েছে

 

            তাদের চলমান চিকিত্সা পরিত্যাগ বা পরিবর্তন করার আগে তাদের ডাক্তারের সাথে পরামর্শ করুন।

        ii ব্যবহারকারী সম্মত হন যে অনলাইন পরামর্শ  ব্যবহার করে, ডাক্তাররা ব্যবহারকারীদের শারীরিক পরীক্ষা পরিচালনা করবেন না, তাই, তাদের কাছে গুরুত্বপূর্ণ তথ্য নাও থাকতে পারে বা পেতে পারে না যা সাধারণত শারীরিক পরীক্ষার মাধ্যমে পাওয়া যায়। ব্যবহারকারী স্বীকার করেন এবং সম্মত হন যে ব্যবহারকারী এই সীমাবদ্ধতা সম্পর্কে সচেতন।

        iii. ব্যবহারকারীরা মেনে নিচ্ছেন যে অনলাইন পরামর্শ শারীরিক চিকিত্সার বিকল্প নয়, যা অন্যথায় শারীরিক পরীক্ষা/তাত্ক্ষণিক পরামর্শের প্রয়োজন। অধিকন্তু, ব্যবহারকারী বোঝেন যে ডাক্তার দ্বারা প্রদত্ত পরামর্শটি তার সর্বোত্তম জ্ঞান এবং ক্ষমতা অনুসারে অপারেটিং দেশে প্রচলিত সাধারণ চিকিৎসা পরিস্থিতি এবং অনুশীলনের উপর ভিত্তি করে, অন্য দেশ/অঞ্চলের জন্য নয়।

 

অসদাচরণ

 

(i) ব্যবহারকারী বা সদস্য কোন ধরনের অসদাচরণ হওয়ার (তিন) দিনের মধ্যে সেবা ওয়ান এর প্রতিনিধি/সেবা প্রদান কারীর বিরুদ্ধে অসদাচরণ সম্পর্কিত একটি অভিযোগ দায়ের করতে পারে। সেবা ওয়ান উল্লিখিত অভিযোগ প্রাপ্তি সাপেক্ষে অবিলম্বে প্রতিনিধির বিরুদ্ধে যথাযথ ব্যবস্থা নেবে।

 

(ii) ব্যবহারকারীগন সর্বদা সেবা ওয়ান  প্রতিনিধিদের সাথে ভদ্র আচরণ করবে। প্রতিনিধির সাথে কোনো ধরনের অসদাচরণ করলে ব্যবহারকারীর বিরুদ্ধে অবিলম্বে আইনি ব্যবস্থা নেওয়া হবে।

 

(iii) সেবা ওয়ান ফেইসবুক পেইজ বা সেবা ওয়ান -এর অন্য কোনো সংশ্লিষ্ট মাধ্যমে পোস্ট করা যেকোনো ধরনের অবমাননাকর, অপমানজনক, আপত্তিকর এবং অবমাননাকর মন্তব্যের জন্য ব্যবহারকারীকে আইনি পরিণতির মুখোমুখি হতে হবে।

 

বিরোধের সমাধান

 

(i) পরিষেবা সংক্রান্ত কোনও বিরোধ দেখা দিলে, প্রথম উদাহরণে অনুগ্রহ করে সেবা ওয়ান -এর ওয়েবসাইটে দেওয়া ইমেলের মাধ্যমে সেবা ওয়ান-এর সাথে যোগাযোগ করুন এবং সেবা ওয়ান -এর সাথে অনানুষ্ঠানিকভাবে বিরোধের সমাধান করার চেষ্টা করুন।

 

(ii) ব্যবহারকারীদের দ্বারা যুক্তিসঙ্গত সময়ের মধ্যে বিরোধ নিষ্পত্তি না হলে, সেবা ওয়ান মধ্যস্থতা সমাধান প্রক্রিয়ার মাধ্যমে মধ্যস্থতার মাধ্যমে বিরোধ নিষ্পত্তি করার চেষ্টা করবে। সেবা ওয়ান   উদ্ভূত কোনো খরচ বহন করবে না।

 

গর্ভানিং আইন

 

পরিচালনা শুধুমাত্র বাংলাদেশের আইন হবে। বাংলাদেশী আইন সকল বিরোধ এবং এই শর্তাবলীর ব্যাখ্যার ক্ষেত্রে প্রযোজ্য হবে। আপনার পরিষেবার ব্যবহার থেকে উদ্ভূত বা সম্পর্কিত যে কোনও বিরোধের বিষয়ে বাংলাদেশী আদালতের অ-এক্সক্লুসিভ এখতিয়ার থাকবে৷

অভিযোগ

অভিযোগ বা অভিযোগগুলি সেবা ওয়ান গ্রাহক পরিষেবা দলের কাছে সুরাহা করা উচিত। আপনি নিম্নলিখিত যোগাযোগের বিবরণ ব্যবহার করে হটলাইন, ইমেল বা চিঠির মাধ্যমে আমাদের সাথে যোগাযোগ করতে পারেন:

 

হট লাইনঃ- +88 0175 56606 92

 

ইমেইল: support@shebaone.com

 

ঠিকানা: বাড়ি-২৪, লেন-৭, ব্লক ই মিরপুর-১১, ঢাকা-১২১৬, বাংলাদেশ।

 

 

Terms and Conditions


GENERAL

www.shebaone.com, an internet based portal and “ShebaOne”, a mobile application, (hereinafter

together be referred to as “Platform") is run, operated and maintained by Sheba One Ltd (hereinafter to

be referred as “Company” or “We” or “Our” or “Us”), a company duly incorporated under the provisions

of the Companies Act.

Use of the Website and Apps are offered to You, subject to acceptance of all the terms, conditions and

notices contained in these Terms including applicable policies which are incorporated herein by

reference, along with any amendments / modifications made time to time by Company at its sole

discretion and posted on this platform, including by way of imposing an additional charge for access to

or use of a service(s).

For the purpose of these Terms of Use, wherever the context so requires "You" or "User" shall mean any

natural or legal person or entity who has agreed to become a buyer or service partner on this platform

by providing user or account Information (defined below) while using or registering on the Website or

Apps using the computer systems or Mobiles.

Company shall not be required to notify You, whether as a registered user or not, of any changes made

to the Terms and Conditions ("Terms"). The revised Terms shall be made available on this platform. Your

use of the Website or Apps and the Services is subject to the most current version of the Terms made

available on this platform, at the time of such use. You are requested to regularly visit the Website or

apps to view the most current Terms. It shall be Your responsibility to check the Terms periodically for

changes. Company may require You to provide your consent to the updated Terms in a specified manner

prior to any further use of this platform and the Services. If no such separate consent is sought, Your

continued use of the Platform, following changes to the Terms, will constitute your express acceptance

of those changes.

By (i) using this Website or Apps or any facility or service provided by this Platform in any way; or (ii)

merely by browsing the Website or Apps, you agree that you have read, understood and agreed to be

bound by, including without limitation, by these Terms, the Website's Privacy Policy. and such other

rules, guidelines, policies, terms and conditions as are relevant under the applicable law(s) in India and

other jurisdictions, for the purposes of accessing, browsing or transacting on the Website, or availing

any of the Services, and such rules, guidelines, policies, terms and conditions shall be deemed to be

incorporated into, and considered as part and parcel of these Terms of Use.

The User agrees to use the service or to authorize an individual and get the products from the third

party on his/her behalf.


PRODUCTS AND SERVICES

The Website or App is a platform that facilitates, as an intermediary, the online requisition by the user

for purchase of wellness / health related products , medicines, diagnostic and doctor booking services

offered by Company's various registered third-party/ies (third-parties shall for the purpose of this

Terms, include without limitation, third party Pharmacies, third party Health stores, third-party labs et

al) ("Products and Services"). The sale & purchase / transaction between the registered third-parties and

you, of Products and Services, facilitated by the requisition placed by you on this platform shall be

governed by these Terms. Company is not and cannot be a party to or save as except as may be

provided in these Terms of Use, control in any manner, any transaction between You and the third-

parties.

Company further reserves the right to change or modify these Terms of Use or any policy or guidelines

of this platform including the Privacy Policy, at any time and in its sole discretion. Any changes or

modifications made will be effective immediately upon posting the revisions on the Website or Apps

and you waive any right you may have to receive specific notice of such changes or modifications. Your

continued use of the Website or app will confirm your acceptance of such changes or modifications.

Technology Platform for Pharmaceutical Products –

Company facilitates the purchase of Medicines and other pharmaceutical products, nutraceutical

products and services (which shall also include Over The Counter (OTC) and wellness products) offered

by third-party Pharmacies/Health stores (“Retail Pharmacies”). The Company and the Platform merely

provide hosting and technology intermediary services to you and persons browsing/ visiting the Website

or App. The authenticity and genuineness of the Pharmaceutical/Health goods and services made

available by Pharmacies/Health stores to you shall be the sole responsibility of the Pharmacies/stores.

The Company shall have no liability with respect to the authenticity of the Pharmaceutical goods and

services being facilitated through the Website or App.

The Company does not take any representation or warranty as to legal title of the

Pharmaceutical/Health goods and services offered for sale by the Pharmacies/Health stores through

this Platform. The right, title, claim or interest in the products sold through this platform shall not vest

with the Company and the Company shall not have any obligations or liabilities in respect of any

transactions between the users and third party product and service providers.


Content: You agree and acknowledge that the respective third- Party Content which includes catalogue

of Medicines/ pharmaceutical/Health products or services, and information in relation to such

Medicine/ pharmaceutical/Health products or services, available on this platform, including without

limitation to text, copy, audio, video graphics etc is for general information purposes only and does not

constitute either an advertisement or promotion of any medicine or health product .


Prescription Drugs- In order to purchase drugs and pharmaceutical products that requires a valid

prescription, You are required to upload a scanned copy of the valid prescription on the Website or App.

Third party- Pharmacies will verify the prescription forwarded by you and in case of any discrepancy

observed by the third-party pharmacies, the order will be canceled by the third-party pharmacies

immediately. You are also required to make the original prescription available at the time of receipt of

delivery of the order. You shall also allow the delivery agent to stamp the original prescription at the

time of medicine delivery, failing which medicines will not be delivered.


Substitution of Prescribed Drugs- You acknowledge and accept that the order for a substitute of a

Prescription Drug would only be processed if the medical expert/ doctor has himself/ herself permitted

for any other equivalent generic drug to be dispensed in place of the Prescription Drug in the

prescription or if the prescription solely lists the generic names instead of a specific brand name. You

further acknowledge and accept that, in the absence of the above, the concerned Third Party would not

dispense a substitute drug in place of the Prescription Drug.


Invitation to offer for sale- The listing of drugs and other pharmaceutical products on this platform is

merely an ‘invitation to an offer for sale’ and not an ‘offer for sale’. The placement of an order by you

shall constitute an offer by you to enter into an agreement with the Third Party Pharmacies/Health

stores (“Offer”). The acceptance of the Offer would only be undertaken by the Third Party

Pharmacies/Health stores after the validation/ verification of the prescription by such Third Party (in

case of Prescription Drugs). It is hereby clarified that any reference of the term ‘offer/ offered for sale ,

as appearing in these Terms of Use, shall be construed solely as an ‘invitation to offer for sale’ by Sheba

One Lt. .


Transfer of Property and Completion of Sale- Upon acceptance of the order by the concerned

Pharmacies/Health stores, the Pharmaceutical Drugs and Services would be dispensed, in accordance

with the terms of the order placed by you. Such dispensation shall also take place under the direct/

personal supervision of the pharmacist of Pharmacies , wherever required under the applicable law(s).

You agree and acknowledge that the property and title in the Pharmaceutical Drugs/health products and

services ordered by you shall stand immediately transferred to you upon the dispensation of

Pharmaceutical Drugs and Services and the raising of the invoice at the concerned Pharmacies/stores .

Accordingly, the sale of Pharmaceutical Drugs/health products and Services is concluded at the

concerned Pharmacies itself.

The invoice in relation to the Pharmaceutical Drugs and Services, that are required to be delivered to

you shall be issued by the concerned Pharmacies (being the brick and mortar pharmacy) which is to

process and satisfy the order for such Pharmaceutical Drugs and Services.


Drugs Delivery- The Pharmaceutical Drugs and Services shall be delivered by the Pharmacies or third

party courier/deliverymen. You accept and acknowledges that the courier/ delivery personnel, engaged

by the Company, shall be the User Agent of the delivery of the Pharmaceutical Drugs/Health products


and Services from the concerned Pharmacies/stores to the address notified by you, with no control over

the Pharmaceutical Drugs/health products and Services and no additional obligation apart from

standard delivery obligations and duty of care. In case of COD(Cash on Delivery), you also agree to pay

the delivery man the cost of medicine/health product as per invoice as well as previously agreed the

delivery charge.


 Limitation of Liability.

In no event, shall Sheba One be liable to you for any lost or corrupted data, downtime, lost profits,

business interruption, replacement service or other special, incidental, consequential, punitive or

indirect damages, however caused and regardless of theory of liability, including without limitation

negligence .

 Change or modification:

Any reference to any medicines and/or health products thereof, is subject to change/modification

depending upon the applicable laws/technical/medical updates. These, changes or improvements to

such medicines and/or medicinal products may be made at any time without notice.

 Hold harmless:

a. The use of the feature herein and the content is at the viewer’s sole risk and consequence.

Sheba One shall not be responsible for the results of viewer’s decisions resulting from the use of

this feature.

b. The viewers/Users hereby release and agree to hold harmless Sheba One , its affiliates/group

companies, its directors, officers, employees, agents, successors, advisers, consultants,

representatives, and assigns from any and all claims, losses, related suits, actions, proceedings,

investigations, judgments, deficiencies, damages, settlements, liabilities, reasonable legal fees

and expenses incurred, by the viewers/Users arising due to the negligence or misconduct of

viewers/Users or due to the access of or decisions taken on the information provided herein.


Diagnostics Services–

Please click here for Terms & Conditions on Diagnostic Services


BOOK APPOINTMENT AND CALL FACILITY (Including Doctor Home visit)

Sheba One enables Users to connect with Doctors through two methods: a) Book facility that allows

Users book an appointment either for chamber or home visit by doctors through the Website; b) Value

added online consultation services which connect Users directly to the Doctor through our online


consultation platform. And for online consultation, users need to download and install Sheba One App

into their smart Phone. .

1 Sheba One will ensure Users are provided confirmed appointment on the Book facility.

However, if such an appointment is later canceled by the Doctor, then the patient may re-book

with the same doctor or with another doctor free of service charge through Sheba One. And

there will be no refund of service charge. If the patient fails to visit the doctor as per appointed

time, Sheba One will not take any responsibility for that. However, for a deliberate no show by

patient, our PNS policy will apply for that patient.

2 If a User has utilized the online consultation services, Sheba One reserves the right to share

the information provided by the User with the Doctor and store such information and/or conversation

of the User with the Doctor, in accordance with our Privacy Policy.

3 The results of any search Users perform on the Website or app for Doctors should not be

construed as an endorsement by Sheba One of any such particular Doctor. If the User decides to

engage with a Doctor to seek medical services, the User shall be doing so at his/her own risk.

4 Without prejudice to the generality of the above, Sheba One is not involved in providing any

healthcare or medical advice or diagnosis and hence is not responsible for any interactions

between User and the Doctor. User understands and agrees that Sheba One will not be liable

for:

 User interactions and associated issues User has with the Doctor,;

 the ability or intent of the Doctor(s) or the lack of it, in fulfilling their obligations towards

Users;

 any wrong medication or quality of treatment being given by the Doctor(s), or any

medical negligence on part of the Doctor(s);

 inappropriate treatment, or similar difficulties or any type of inconvenience suffered by

the User due to a failure on the part of the Doctor to provide agreed Services;

 any misconduct or inappropriate behavior by the Doctor or the Doctor’s staff;

5 Users are allowed to provide feedback about their experiences with the Doctor, however, the

User shall ensure that, the same is provided in accordance with applicable law. User however

understands that,Sheba One shall not be obliged to act in such manner as may be required to

give effect to the content of Users feedback, such as suggestions for de-listing of a particular

Doctor from the Website or App.

6 In case of a ‘Patient-No-Show (P.N.S)’ (defined below), where the User does not show-up at the

concerned Doctor’s clinic:


 User’s account will be temporarily disabled from booking further online appointments

on Shebaone.com for next four (4) months, in case of, three(3) Valid PNS, as per the


Patient-No-Show Policy. However, the User can continue to call the clinic via

shebaone.com to get an appointment.

 Patient- No-Show (P.N.S) for the purposes of these Terms and Conditions, is defined as,

any instance where a User, who booked an appointment on the Website or app using

the Book Appointment facility , has not turned up for the appointment without

canceling, rescheduling, or informing the Doctor in advance about the same. When

Doctor informs Sheba One of the incident or marks a particular appointment as P.N.S.

within five (5) days of the scheduled appointment, an email and SMS (“PNS

Communication”) will be sent to the User to confirm on the incident with reasons.

Where the User is not able to establish that the User had a legitimate reason, for not

showing up, Sheba One shall be entitled to take actions as under PNS Terms &

Conditions.

 Following instances, solely at the discretion of Sheba One, would be construed as valid

cases of PNS (“Valid PNS”), in which case the User shall be penalized:

 User does not reply within seven (7) days, with reasons to PNS Communication,

from the date of receipt of such PNS Communication;

 In case User responds to the PNS Communication with below reasons:

 Forgot the appointment

 Chose to visit another Doctor/consulted online;

 Busy with other work; or such other reasons (which Sheba One at its

discretion decides to be a valid reason to not show up).

 Sheba One reserves the right to make the final decision in case of a conflict.


 Users/Patients will not be entitled for any rescheduling of booking in cases where, the

Doctor is unable to meet the User at the exact time of the scheduled appointment time

and the User is required to wait, irrespective of the fact whether the User is required to

wait or choose to not obtain the medical services from the said Practitioner.


7. NO DOCTOR-PATIENT RELATIONSHIP; NOT FOR EMERGENCY USE

 Please note that some of the content, text, data, graphics, images, information, suggestions,

guidance, and other material (collectively, “Information”) that may be available on the Website

or app (including information provided in direct response to your questions or postings) may be

provided by individuals in the medical profession. The provision of such Information does not

create a licensed medical professional/patient relationship, between Sheba One and you and

does not constitute an opinion, medical advice, or diagnosis or treatment of any particular


condition, but is only provided to assist you with locating appropriate medical care from a

qualified practitioner/doctor.

 It is hereby expressly clarified that, the Information that you obtain or receive from Sheba One,

and its employees, contractors, partners, sponsors, advertisers, licensors or otherwise on the

Website or app is for informational purposes only. We make no guarantees, representations or

warranties, whether expressed or implied, with respect to professional qualifications, quality of

work, expertise or other information provided on the Website. In no event shall we be liable to

you or anyone else for any decision made or action taken by you in reliance on such information.

 The Services are not intended to be a substitute for getting in touch with emergency healthcare.

If you are an End-User facing a medical emergency (either on your or a another person’s behalf),

please contact an ambulance service or hospital directly.


Online Doctor Consultancy:

Click here to view terms & Conditions for online Doctor Consultancy


ELIGIBILITY OF USE

Use of the Website or app is available only to persons who can form legally binding contracts under the

law of operating country. Persons who are "incompetent to contract" within the meaning of operating

country law including without limitation, minors, un-discharged insolvents etc. are not eligible to use

this platform. The Products shall also not available to any Users suspended or removed from the

company’s system for any reason whatsoever. If You do not conform to the above qualification, You will

not be permitted to put a requisition for the Products through the Website or app. By accessing and

using this platform, you represent that You are of legal age to form a binding contract and are not a

person barred from receiving services under the laws of operating country.

Company reserves the right to refuse access to use the services offered at the Website or app to new

Users or to terminate access granted to existing Users at any time without according any reasons for

doing so and you shall have no right to object to the same.

You shall not have more than one active Account on the Website or app. Additionally, You are

prohibited from selling, trading, or otherwise transferring Your Account to another party.


USER ACCOUNT, PASSWORD AND SECURITY

Company shall enable You to make the requisition of Products and Services available to you through the

Website or app, You need to provide the Company with certain required User information, including

without limitation, name; user ID; email address; address; gender; age; phone number; password; valid


finance account information; and other details and created an account ("Account") through Company ID

and password or other log-in ID and password, which can include a facebook, gmail, yahoo ID or any

other valid email ID (collectively, the "Account Information") . The transaction and delivery of the

Products by the registered merchants/vendors may also be subject to procedures for use of the Website

or app, Terms, uploaded guidelines, rules, additional terms of service, or other disclaimer & notices, if

any ("Additional Terms"). If there is any conflict between the Terms and the Additional Terms, the

Additional Terms shall take precedence in relation to that service.


You will be responsible for maintaining the confidentiality of the Account Information, and are fully

responsible for all activities that occur under your Account. You agree to (a) immediately notify

Company of any unauthorized use of your Account or Account Information or any other breach of

security, non-compliance with the Terms& conditions Guidelines and (b) ensure that you exit / log out

from your Account at the end of each session. Company cannot and will not be liable for any loss or

damage arising from your failure to comply with this guidelines. You may be held liable for losses

incurred by Company or any other User of or visitor to the Website or app due to authorized or

unauthorized use of your Account as a result of Your failure in keeping your Account Information secure

and confidential or otherwise.

This platform will also allows / shall allow restricted access to the Website for unregistered Users.

You shall ensure that the Account Information provided by you in the Website's registration form is true,

complete, accurate and up-to-date.

Use of another User's Account Information for availing the services offered by Company is expressly

prohibited.

If you provide any information that is untrue, inaccurate, not current or incomplete (or becomes untrue,

inaccurate, not current or incomplete), or Company has reasonable grounds to suspect that such

information is untrue, inaccurate, not current or incomplete, Company has the right to suspend or

terminate your Account and refuse any and all current or future use of this platform by you.

You confirm that you are the authorized holder of the credit card or the original account holder used in

the transactions he/she makes using the Website or app. Company will not be responsible for any

financial loss, inconvenience or mental agony resulting from misuse of the Your ID/password/credit card

number/account details number for using the Website or app.

This platform uses temporary cookies to store certain data (that is not sensitive personal data or

information) that is used by Company for the technical administration of the Website or app research

and development, and for User administration. In the course of serving advertisements or optimizing

services to you, Company may allow authorized third parties to place or recognize a unique cookie on

the your browser. Company does not store personally identifiable information in the cookies.


PRICING INFORMATION AND PAYMENT

Company strives to provide you with the best prices possible on the Products You require from this

platform. The pricing details for purchase of Products from the Website or app are detailed under these

Terms.


Further:

1. All commercial terms such as price, delivery, dispatch of Products and/or services are as per

principal to principal bipartite contractual obligations between User and the third parties.

2. Your relationship with Company is on a principal to principal basis and by accepting these Terms

of Use You agree that Company is an independent contractor for all purposes, and does not

have control of or liability for the products or services that are listed/ offered on Company's

Website or app. Company does not guarantee the identity of any third-parties nor does it ensure

that a User or a third party will complete a transaction.

3. You, as a User, understand that upon initiating a requisition on the Website or app, You are

entering into a legally binding and enforceable contract with the third party to purchase the

Products and /or Services from the third party on a cash on delivery basis or such other mode as

may be specified by Company.

4. You, as a User, shall hand over a copy of the prescription, at the time of delivery, for the delivery

of Products which as per law requires a valid prescription signed by a medical Doctor. You

acknowledge that delivery of such Products shall be made only if the third party or its

agent/employee is satisfied that the prescription is in compliance with applicable norms.

5. You, as a User, shall electronically notify Company using the appropriate Company’s Website or

app features immediately upon Delivery or non-Delivery within the time period as provided in

these Terms of Use. Non-notification by you of delivery or non-delivery within the time period

specified in the these Terms of Use shall be construed as a deemed delivery in respect of that

particular order.

6. You, as a User, shall be entitled to claim a refund in accordance with the Refund and Return

Policy of the Company.

7. Refund shall be made in the currency of operating country and shall be equivalent wholly or a

part of the Transaction Price received.

8. Refund shall be subject to User complying with these Terms of Use.

9. Company reserves the right to refuse to process orders/requisitions from Users with a prior

history of questionable charges including without limitation breach of any agreements by User

with Company or breach of any policy.

10. The User and third-party acknowledge that Company will not be liable for any damages,

interests or claims etc. resulting from not processing a transaction/transaction price or any delay

in processing a transaction/transaction price which is beyond control of Company.

11. You acknowledge that Company is a mere facilitator and does not fall within the purview of the

Food and drug Safety and Standards Act. and the rules framed thereunder.

12. You acknowledge that Company is a mere facilitator and does not fall within the purview of the

Drugs and Cosmetics Act, and the rules framed thereunder.

13. You acknowledge that Company is a mere facilitator/intermediary and does not fall within the

purview of the National Medical Commission Act, and the rules and regulations framed

thereunder.

14. The User also agrees to pay a nominal fee for the same.


In order to process the payments for your orders, the Company might require details of your bank

account, credit card number etc. The online fee payments made by you are processed with the support

and services of the banks/payment gateways/payment aggregators/ third parties and the Company

and/or Seller is not responsible for any loss or damage caused to User/ Retail Pharmacies/ third party

service providers during this process as these banks/payment gateways/payment aggregators/ third

parties are beyond the control of the Company. There are no applicable payment charges levied on any

transactions.

Subscription Fee- Any subscription fees for the Services charged by the Company, could be paid online

through the facility made available on the website or app. Such online fee payments are also processed

with the support and services of the banks/payment gateways/payment aggregators/ third parties and

the Company is not responsible for any loss or damage caused to User/ Pharmacies/ third party service

providers during this process as these banks/payment gateways/payment aggregators/ third parties are

beyond the control of the Company.

Taxes- Each User / third party service provider is solely responsible for payment of all taxes, legal

compliance, statutory registrations and reporting. The Company shall in no way be responsible for any

of the taxes except for its own taxes. Further please note that all fees are exclusive of applicable taxes.

Security Measures- The payment made for every transaction is done through API integration. Moreover,

You may also check Our Privacy Policy to understand how the Company uses the confidential

information provided by Users.

The Company reserves the right to modify the fee structure by providing on the Website or app which

shall be considered as valid and agreed communication. The Company shall not be responsible if some

purchase is not registered or is lost due to any network issues/problems such as breakdown of

machinery, unclear/ disruption in the network or non-receipt of payment from banks/payment

gateways/payment aggregators/third parties and/or the cost(s) charged by the network operator(s).

However, the Company shall work towards the best interest of the User.

Dispute- Any dispute in connection to the third-parties services shall be settled between the Users and

the respective third parties, including without limitations, banks/payment gateways/payment

aggregators/network operators without involving the Company.


6. USER OBLIGATIONS

Subject to compliance with these Terms, Company grants you a personal, non-exclusive, non-

transferable, limited privilege to access and use this Website or app and the Services provided herein.

You agree to use the Services, platform and the materials provided therein only for purposes that are

permitted by: (a) the Terms; and (b) any applicable law, regulation or generally accepted practices or

guidelines in the relevant jurisdictions.

You agree to adhere to all limitations on dissemination, use and reproduction of any materials (such as

the Product catalogues) that you access on the Website or app.


You agree not to access (or attempt to access) the Website or app and the materials or services by any

means other than through the interface that is provided by Company. You shall not use any deep-link,

robot, spider or other automatic device, program, algorithm or methodology, or any similar or

equivalent manual process, to access, acquire, copy or monitor any portion of the Website, app or

Content (as defined below), or in any way reproduce or circumvent the navigational structure or

presentation of the Website, materials or any Content, to obtain or attempt to obtain any materials,

documents or information through any means not specifically made available through the Platform.

You acknowledge and agree that by accessing or using the Platform or Services, You may be exposed to

content from other users that You may consider offensive, indecent or otherwise objectionable.

Company disclaims all liabilities arising in relation to such offensive content on the Platform. Further,

You may report such offensive content in the manner prescribed herein.

If the platform allows You to post and upload any material on the Website or app, You hereby undertake

to ensure that such material is not offensive and in accordance with applicable laws. Further, You

undertake not to:

 Defame, abuse, harass, threaten or otherwise violate the legal rights of others;

 Impersonate any person or entity, or falsely state or otherwise misrepresent Your affiliation with

a person or entity;

 Publish, post, upload, distribute or disseminate any inappropriate, profane, defamatory,

infringing, obscene, indecent or unlawful topic, name, material or information through any

bookmark, tag or keyword;

 Upload files that contain software or other material protected by applicable intellectual

property laws unless you own or control the rights thereto or have received all necessary

consents;

 Upload or distribute files that contain viruses, corrupted files, or any other similar software or

programs that may damage the operation of the Website or app or another's computer;

 Engage in any activity that interferes with or disrupts access to the Website or app or the

services (or the servers and networks which are connected to this platform);

 Attempt to gain unauthorized access to any portion or feature of the Website or app, any other

systems or networks connected to the Platform, to any Company server, or to any of the

services offered on or through the platform, by hacking, password mining or any other

illegitimate means;

 Probe, scan or test the vulnerability of the Website or app or any network connected to the

Website, nor breach the security or authentication measures on the website or app or any

network connected to the Platform. You may not reverse look-up, trace or seek to trace any

information on any other user, of or visitor to, the Website or app, or any other customer of

Company, including any Company Account not owned by you, to its source, or exploit the

platform or service or information made available or offered by or through the Platform, in any

way whether or not the purpose is to reveal any information, including but not limited to


personal identification information, other than your own information, as provided for by this

platform;

 Disrupt or interfere with the security of, or otherwise cause harm to, the Website or app,

systems resources, accounts, passwords, servers or networks connected to or accessible through

the platform or any affiliated or linked sites;

 Collect or store data about other users in connection with the prohibited conduct and activities

set forth in this Paragraph.

 Use any device or software to interfere or attempt to interfere with the proper working of the

Website or any transaction being conducted on the Website, or with any other person's use of

this platform;

 Use the Website or app or any material or Content for any purpose that is unlawful or

prohibited by these Terms, or to solicit the performance of any illegal activity or other activity

which infringes the rights of Company or other third parties;

 Conduct or forward surveys, contests, pyramid schemes or chain letters;

 Download any file posted by another user of a service that you know, or reasonably should

know, cannot be legally distributed in such manner;

 Falsify or delete any author attributions, legal or other proper notices or proprietary

designations or labels of the origin or source of software or other material contained in a file

that is uploaded;

 Violate any code of conduct or other guidelines, which may be applicable for or to any particular

Service;

 Violate any applicable laws or regulations for the time being in force within or outside the

operating country;

 Violate the Terms, including but not limited to any applicable Additional Terms of this platform

contained herein or elsewhere; and

 Reverse engineer, modify, copy, distribute, transmit, display, perform, reproduce, publish,

license, create derivative works from, transfer, or sell any information or software obtained

from the Website or app.

Company has no obligation to monitor such communications by you. However, Company reserves the

right to review materials posted by you and to remove any materials in its sole discretion. Company

reserves the right to terminate the User's access to any or all of such communication services provided

by Company at any time, without notice for any reason whatsoever.

Company reserves the right at all times to disclose any information as is necessary to satisfy or comply

with any applicable law, regulation, legal process or governmental request, or to edit, refuse to post or

to remove any information or materials, in whole or in part, in Company's sole discretion.

Company does not control or endorse the content, messages or information found in any

communication service and, therefore, Company specifically disclaims any liability or responsibility

whatsoever with regard to the communication services and any actions resulting from the user's

participation in any communication service.

You agree that you are solely responsible to Company and to any third party for any breach of your


obligations under the Terms and for the consequences (including any loss or damage which company or

its affiliates or its vendors may suffer) for any such breach.

You agree and acknowledge that Company is not the third party owner of the Products and Company

shall in no manner be deemed to be the third party owner of the Products on this Platform. Company is

only facilitating purchase of the Products by you from the third parties by providing the services to you.

You agree that Company may, at any time, modify or discontinue all or part of the Website or app,

charge, modify or waive fees required to use this platform, or offer opportunities to some or all Website

or app Users.

You agree that this platform shall not be used for illegal purposes. The Information and Services shall

not be used for any illegal purpose. You shall not access our networks, computers, or the Information

and Services in any manner that could damage, disable, overburden, or impair them, or interfere with

any other person's use and enjoyment. You shall not attempt to gain unauthorized access to any

Information or Services, other accounts, computer systems, or networks connected with the Website,

the Information, or Services. Such unauthorized access includes, but is not limited to, using another

person’s login credentials to access his or her Company profile/ account. Any attempt by any individual

or entity to solicit login information of any other user or Medical Expert or to access any such account is

an express and direct violation of these Terms of Use and of applicable law(s), including relevant privacy

and security laws and laws prohibiting unfair or unethical business practices.

You agree and acknowledge that the exchanges between the third party registered medical Doctors and

you over a audio and video call and the e-prescription would be accessible to the Company for the

purposes of monitoring the quality of the consultation. The consultation provided by the third-party

registered medical practitioner shall be done vide a secured recorded line.


USAGE IN PROMOTIONAL & MARKETING MATERIALS

In recognition of the various offerings and services provided by Sheba One to Doctors,Labs and

Pharmacies, they shall (subject to its reasonable right to review and approve): (a) allow Sheba One to

include a brief description of the services provided to Users in Sheba One’s marketing, promotional and

advertising materials; (b) allow Sheba One to make reference to Doctors,Labs and Pharmacies in case

studies, and related marketing materials; (c) serve as a reference to Sheba One’s existing and potential

clients; (d) provide video logs, testimonials, e-mailers, banners, interviews to the news media and

provide quotes for press releases; (e) make presentations at conferences; and/or (f) use the

Practitioner’s name and/or logo, brand images, tag lines etc., within product literature, e-mailers, press

releases, social media and other advertising, marketing and promotional materials.


Terms & Conditions for Sheba Plus

Please click here


USE OF MATERIALS

Except as expressly indicated to the contrary in any applicable Additional Terms, Company hereby grants

You a personal, non-exclusive, freely revocable (upon notice from Company), non-transferable access to

view, download and print product catalogues or any other materials available on the Website or App,

subject to the following condition:

 You may access and use the materials solely for personal, informational, and internal purposes,

in accordance with the Terms; You may not modify or alter Product catalogue or any other

materials available on the Website or App;

 You may not distribute or sell, rent, lease, license or otherwise make the Product catalogue or

any other materials available on the Website or App available to others; and

 You may not remove any text, copyright or other proprietary notices contained in the Product

catalogue or any other materials available on the Website or App.

The rights granted to you in the Product catalogue or any other materials as specified above are not

applicable to the design, layout or look and feel of the Website or App. Such elements of the Website or

app are protected by intellectual property rights and may not be copied or imitated in whole or in part.

The Product catalogue or any other materials available on the Platform shall not be copied or re-

transmitted unless expressly permitted by Company.


Any software that is available on this Platform is the property of Company or its third parties. You may

not use, download or install any software available at the Website or app, unless otherwise expressly

permitted by these Terms or by the express written permission of Company.

Any purchase of the merchandise or Services from this platform will be strictly for personal use of the

User. The User hereby expressly agrees that any merchandise or Services purchased by the User will not

be sold, resold, bartered or in any way be used for any commercial purposes or for profit. The User

hereby acknowledges that the Services or merchandise purchased are not transferable to any third party

for profit.


USAGE CONDUCT

You shall solely be responsible for maintaining the necessary computer equipment and internet

connections that may be required to access, use and transact on the Website or app.

You are also under an obligation to use this Platform for reasonable and lawful purposes only, and shall

not indulge in any activity that is not envisaged through this platform.


You shall use this Platform, and any voucher/ coupons purchased through it, for personal, non-

commercial use only and shall not re-sell the same to any other person.

Once you subscribe with Sheba One, you shall use the prescription exclusively to purchase medicines via

Sheba One and shall not use the same prescription to fulfill the medicine requirement from other

retailers until the medicines are not supplied for any reason via Sheba One partner third parties.


INTELLECTUAL PROPERTY RIGHTS

This platform, the processes, and their selection and arrangement, including but not limited to all text,

graphics, user interfaces, visual interfaces, sounds and music (if any), artwork and computer code

(collectively, the "Content") on the Website or app are owned and controlled by Company and the

design, structure, selection, coordination, expression, look and feel and arrangement of such Content is

protected by copyright, patent and trademark laws, and various other intellectual property rights.

The trademarks, logos and service marks displayed on the Platform ("Marks") are the property of

Company or their third parties or respective third parties. You are not permitted to use the Marks

without the prior consent of Company, the relevant third parties that may own the Marks.

Unless otherwise indicated or anything contained to the contrary or any proprietary material owned by

a third party and so expressly mentioned, Company owns all intellectual property rights to and into the

trademark “www.shebaone.com”, and the Website or App, including, without limitation, any and all

rights, title and interest in and to copyright, related rights, patents, utility models, designs, know-how,

trade secrets and inventions (patent pending), goodwill, source code, meta tags, databases, text,

content, graphics, icons, and hyperlinks.

Except as expressly provided herein, you acknowledge and agree that you shall not copy, republish,

post, display, translate, transmit, reproduce or distribute any Content through any medium without

obtaining the necessary authorization from Company or third party owner of such Content.

RETURN, REFUND, CANCELLATION AND SHIPPING CHARGES:

We offer return and refund on the products and Services ordered by you on the Website or App which

are subject to further terms and conditions as detailed in the return, refund, cancellation and shipping

charges policy (“Return and Refund Policy”). The Return and Refund Policy forms an integral part of

these Terms of Use and the Users are requested to carefully read the same.


THIRD PARTY CONTENT

This platform makes available general third party information such as, Product catalogs, lists of vendors,

technology and features, advertisements including videos, images and photographs of the Products and

other data from external sources ("Third Party Content"). Similar Third Party Content would also be

available to you on the email received by you from Company. The provision of Third Party Content is for

general informational purposes only. You acknowledge that the Third Party Content provided to you is

obtained from sources believed to be reliable. Company does not provide any guarantee with respect to


any the Third Party Content and Company shall not be held liable for any loss suffered by you based on

your reliance on or use of such data.


DISCLAIMER OF WARRANTIES AND LIABILITIES

You expressly understand and agree that, to the maximum extent permitted by applicable law the

website, services and other materials are provided by Company on an "as is" basis without warranty of

any kind, express, implied, statutory or otherwise, including the implied warranties of title, non-

infringement, merchant ability or fitness for a particular purpose. Without limiting the foregoing,

Company makes no warranty that (i) the Website or App or the services will meet your requirements or

your use of the Website or app the services will be uninterrupted, timely, secure or error-free; (ii) the

results that may be obtained from the use of the Website, services or materials will be effective,

accurate or reliable; (iii) the quality of the Website or app, services or other materials will meet your

expectations; or that (iv) any errors or defects in the Website or App, services or other materials will be

corrected. No advice or information, whether oral or written, obtained by you from Company or through

or from use of the services shall create any warranty not expressly stated in the terms.

To the maximum extent permitted by applicable law, Company will have no liability related to user

content arising under intellectual property rights, libel, privacy, publicity, obscenity or other laws.

Company also disclaims all liability with respect to the misuse, loss, modification or unavailability of any

user content.

Company will not be liable for any loss that you may incur as a consequence of unauthorized use of your

Account or Account information in connection with this platform or any services or materials, either

with or without your knowledge. Company has endeavored to ensure that all the information on this

platform is correct, but Company neither warrants nor makes any representations regarding the quality,

accuracy or completeness of any data, information, product or service. Company shall not be

responsible for the delay or inability to use the Website or app or related functionalities, the provision

of failure to provide functionalities, or for any information, software, products, functionalities and

related graphics obtained through this platform or otherwise arising out of the use of the Website or

app, whether based on contract, tort, negligence, strict liability or otherwise. Further, Company shall not

be held responsible for non-availability of the Website or app during periodic maintenance operations or

any unplanned suspension of access to the Website or App that may occur due to technical reasons or

for any reason beyond Company's control. The User understands and agrees that any material or data

downloaded or otherwise obtained through the Website, is done entirely at their own discretion and

risk and they will be solely responsible for any damage to their computer systems or loss of data that

results from the download of such material or data. Company is not responsible for any typographical

error leading to an invalid coupon. Company accepts no liability for any errors or omissions, with respect

to any information provided to you whether on behalf of itself or third parties.

Company shall not be liable for any third party product or services. the advertisement available on e-

mail or website or app with respect to the third party website or the Products are for information

purpose only.


INDEMNIFICATION AND LIMITATION OF LIABILITY

You agree to indemnify, defend and hold harmless Company including but not limited to its affiliates,

vendors, representatives, directors, agents and employees from and against any and all losses, liabilities,

claims, damages, demands, costs and expenses (including legal fees and disbursements in connection

therewith and interest chargeable thereon) asserted against or incurred by Company that arise out of,

result from, or may be payable by virtue of, any breach or non-performance of any representation,

warranty, covenant or agreement made or obligation to be performed by you pursuant to these Terms.

Further, You agree to hold Company harmless against any claims made by any third party due to, or

arising out of, or in connection with, your use of the Website, any claim that your material caused

damage to a third party, your violation of the Terms, or your violation of any rights of another, including

any intellectual property rights.

Notwithstanding anything to contrary, Company's entire liability to you under this Terms or otherwise

shall be to the extent of refund of the money charged from you for any specific voucher or Product or

service, under which the unlikely liability arises. In no event shall Company, its officers, directors,

employees, partners or suppliers be liable to you, the vendor or any third party for any special,

incidental, indirect, consequential or punitive damages whatsoever, including those resulting from loss

of use, data or profits, whether or not foreseeable or whether or not Company has been advised of the

possibility of such damages, or based on any theory of liability, including breach of contract or warranty,

negligence or other tortuous action, or any other claim arising out of or in connection with your use of

or access to the Website,App services or materials.


Company is not responsible for any non-performance or breach of any contract entered into between

Buyers and Sellers. Company cannot and does not guarantee that the concerned Buyers and/or Sellers

will perform any transactions that are entered into on the Website or App. Company shall not and is not

required to mediate or resolve any dispute or disagreement between Buyers and Sellers. Company does

not, at any point of time during any transaction between Buyer and Seller on this platform come into or

take possession of any of the products or services offered by Seller nor does it at any point gain title to

or have any rights or claims over the products or services offered by Seller to Buyer.

At no time shall Company hold any right, title or interest over the products nor shall Company have any

obligations or liabilities in respect of such contract entered into between Buyers and Sellers. Company is

not responsible for any unsatisfactory or delayed performance of services or damages or delays as a

result of products which are out of stock, unavailable or back ordered. The limitations and exclusions in

this section apply to the maximum extent permitted by applicable law.

VIOLATION OF TERMS

You agree that Company may, in its sole discretion and without prior notice, terminate your access to

this platform and block your future access to the Website or App, if Company determines that You have

violated these Terms or Additional Terms. You also agree that any violation by you of these Terms will


constitute an unlawful and unfair business practice, and will cause irreparable harm to Company, for

which monetary damages would be inadequate, and you consent to Company obtaining any injunction

or equitable relief that Company deems necessary or appropriate in such circumstances. These remedies

are in addition to any other remedies Company may have at law or in equity.

You agree that Company may, in its sole discretion, and without prior notice, terminate your access to

the Platform, for cause, which includes (but is not limited to): (1) requests by law enforcement or other

government agencies; (2) a request by you (self-initiated account deletions); (3) discontinuance or

material modification of the Website or App or any service offered on or through this platform; or

unexpected technical issues or problems.

If Company does take any legal action against you as a result of your violation of these Terms, Company

will be entitled to recover from you, and you agree to pay, all reasonable attorneys' fees and costs of

such action, in addition to any other relief granted to Company.

TERMINATION

The Terms will continue to apply until terminated by either you or Company as set forth below. If you

want to terminate your agreement with Company, you may do so by (i) not accessing the Website or

App; or (ii) closing your accounts for all of the services that you use, where Company has made this

option available to you.

Company may, at any time, with or without notice, terminate the Terms (or portion thereof, such as any

individual Additional Terms) with you if:

 You breach any of the provisions of the Terms, the Privacy Policy or any other terms, conditions,

or policies that may be applicable to you from time to time (or have acted in a manner that

clearly shows that you do not intend to, or are unable to, comply with the same);

 Company is required to do so by law (for example, where the provision of the services

hereunder, to you is, or becomes, unlawful);

 The provision of the services to you, by Company is, in Company's opinion, no longer

commercially viable;

 Company has elected to discontinue, with or without reason, access to the Website or App, the

services (or any part thereof); or

Company may also terminate or suspend all or a portion of your account or access to the services with

or without reason. Except as may be set forth in any Additional Terms applicable to a particular service,

termination of your Account may include: (i) removal of access to all offerings within this platform( Web

and Apps) or with respect to the services; (ii) deletion of your materials and Account Information,

including your personal information, log-in ID and password, and all related information, files and

materials associated with or inside your Account (or any part thereof); and (iii) barring of further use of

the Services.

You agree that all terminations shall be made in Company's sole discretion and that Company shall not

be liable to you or any third party for any termination of your Account (and accompanying deletion of

Your Account Information), or your access to this platform and the services offered thereunder.


Notwithstanding the foregoing, these Terms will survive indefinitely unless and until Company chooses

to terminate them. If you or Company terminates your use of the Website or Apps, Company may delete

any content or any other materials relating to your use of this platform and Company will have no

liability to you or any third party for doing so.


GOVERNING LAW and Dispute Settlements

 You agree that this Agreement and any contractual obligation between Sheba One and User will

be governed by the laws of operating country.

 Any dispute, claim or controversy arising out of or relating to this Agreement, including the

determination of the scope or applicability of this Agreement to arbitrate, or your use of this

platform(web and Apps) or the Services or information to which it gives access, shall be

determined by arbitration in the operating country, before a sole arbitrator appointed by Sheba

One. Arbitration shall be conducted in accordance with the Arbitration and Conciliation Act of

the operating country. The seat of such arbitration shall be the capital of operating country. All

proceedings of such arbitration, including, without limitation, any awards, shall be in the English

language. The award shall be final and binding on the parties to the dispute.

 The courts of operating country shall have exclusive jurisdiction over any disputes arising out of

or in relation to this Agreement, your use of this platform or the Services or the information to

which it gives access.


REPORT ABUSE

In the event you come across any abuse or violation of these Terms or if you become aware of any

objectionable content on the Website, please report to Company’s customer support team.


COMMUNICATIONS

You hereby expressly agree to receive communications by way of SMS, e-mails from Company, phone

calls relating to the Products offered through the Website or apps.

A User can unsubscribe / opt-out from receiving communications from Company through SMS and e-

mail anytime by writing to [email protected]


GENERAL PROVISIONS


Notice: All notices of Company will be served by email or by general notification on the Website or Apps.

Any notice provided to Company pursuant to the Terms should be sent to [email protected]

Assignment: You cannot assign or otherwise transfer the Terms, or any rights granted hereunder to any

third party. Company's rights under the Terms are freely transferable by Company to any third parties

without the requirement of seeking your consent.


Waiver: Any failure by Company to enforce or exercise any provision of the Terms, or any related right,

shall not constitute a waiver by Company of that provision or right.


Online Audio/video doctor Consultation(Only for non-imargency/non-critical

patients)


1. Terms for Users:

The Users expressly understand, acknowledge and agree to the following set forth herein below:

i. Users can choose the Doctor in certain events (like through Q&A offering). In cases

where Users cannot choose a Doctor (due to system setup), the system uses an

algorithm/software-program to find the most available and accepting Doctor.

ii. In case any prescription is being provided to User by the Doctor, the same is being

provided basis the online consultation, however it may vary when examined in person.

iii. The Users agree to use the advice from Doctor on the Website or Apps pursuant to:

 an ongoing treatment with their medical Doctor;


 a condition which does not require emergency treatment, physical examination

or medical attention;

 medical history available as records with them for reference;

 a record of physical examination and report thereof with them, generated

through their local Doctor;

 consultation with their Doctor before abandoning or modifying their ongoing

treatment.

iv. The User agrees that by using online Consultation, the Doctors will not be conducting

physical examination of the Users, hence, they may not have or be able to derive

important information that is usually obtained through a physical examination. User

acknowledges and agrees that the User is aware of this limitation.

v. The User understands that online Consultation shall not form a substitute for treatment

that otherwise needs physical examination/immediate consultation. Further, the User

understands that the advice provided by the Doctor is based on general medical

conditions and practices prevalent in the operating country, to the best of his knowledge

and ability, and not for conditions which are territory specific for regions other than the

operating country, irrespective of where the User is procuring medical services or

engaging in communication with the Doctor.

vi. During the consultation and thereafter, the Doctor may upload and send digital

prescription/health records to the User. However, it is expressly clarified that for Users

not located within the operating country and using online Consultation, the Doctor may

or may not issue a prescription, at his sole discretion.

vii. Notwithstanding anything contained herein, Sheba One is not in any manner responsible

for any drug/medicines prescribed or the therapy prescribed by the Doctor.

viii. If Doctor responds to the User’s query, the system could trigger communications to the

User, in the form of notification/text/email/others. The User further understands that

Sheba One may send such communications like text messages/email/calls before and/or

after Doctor’s consultation (physical or online) to User’s mobile number, based on the

Doctor’s settings (through the Website or App). However, and notwithstanding anything

to the contrary in this Agreement,Sheba One does not take responsibility for timeliness

of such communications.

ix. The User hereby agrees to Sheba One's medical team carrying out an audit of his/her

consultations on the online Consultation platform for the purpose of improving

treatment quality, user experience, and other related processes. The User acknowledges

that the subject matter of audit may include texts, messages, photographs, reports,

audio or video recordings or any other material exchanged between the User and the

Doctor which could inter alia include User's personal information, including sensitive


personal information. This personal information will be processed in accordance with

Privacy Policy.

x. User shall refrain from raising any personal queries or advice on the online Consultation

platform which are not related to a specific disease / medicine.

xi. Users shall not use abusive language on the Consultation platform. In the event of an

abuse from the User is reported by a Doctor, Sheba One reserves the right to block such

Users from the online Consultation platform and Sheba One is not responsible for

honoring any refund request towards his/her consultation on the online Consultation

platform.

xii. Users may share images or videos of the affected areas of their body parts with the

Doctor only if it is absolutely necessary for diagnosing his/her condition and if he/she is

personally comfortable in sharing such images or videos. Sheba One shall not be

responsible for any such images or videos shared by the Users with the Doctors.

xiii. Users shall ensure that any interaction/communication with the Doctors, including

sharing images or videos of the body parts, shall be only through the online Consultation

platform. The Users shall not rely on any other external modes of communication for

interacting/communicating with the Doctors.

xiv. Users shall be prepared to share all relevant documents or reports to the Doctors

promptly upon request.

xv. For every paid consultation on the online Consultation platform, the Users shall not

obtain consultation for more than one User. In the event, the Users attempt to obtain

consultation for more than one User through a single paid consultation on the online

platform, such consultations will not be addressed by the relevant Doctors.

xvi. Users shall not persuade Doctors to prescribe drugs (including higher dose strength)

that do not conform to the online Consultation prescription policy. The restricted drugs

are as follows:

 Medication for Medical Termination Pregnancy (MTP)

 Drugs under the following pharmaceutical classifications such as; sedatives,

hypnotics, opioids, schedule X drugs, or fourth generation antibiotics.

xvii. If restricted drugs are indicated for treatment or management of a disease or

condition by a Doctor, the User shall physically visit the Doctor of their choice to confirm

the requirements/necessity for prescribing such restricted drugs.

xviii. User understands and agrees to provide accurate information and will not use

the online Consultation platform for any acts that are considered to be illegal in nature.

xix. If User decides to engage with a Doctor to procure medical services or engages in

communication, exchange of money for services outside of this online platform, User


shall do so at their own risk. Sheba One shall not be responsible for any breach of

Service or Service deficiency by any Doctor.

xx. The User agrees and understands that the transaction with the Doctors are subject to

jurisdiction of operating country laws and that any claim, dispute or difference arising

from it shall be subject to the jurisdiction provision as contained in the Terms and

Conditions hereunder, at all times. The User further agrees and understands that the

Doctor is a medical practitioner who is licensed to practice medicine in the operating

country and the onus is on the User to determine if he/she is eligible to consult with the

Doctors via the Website or Apps. It is expressly clarified that at no point in time can it be

construed that the Doctor is practicing medicine in a territory other than the operating

country, irrespective of where the User is located and procures medical services or

engages in communication with the Doctor, in any manner whatsoever.

xxi. The User shall indemnify and hold harmless Sheba One and its affiliates, subsidiaries,

directors, officers, employees and agents from and against any and all claims,

proceedings, penalties, damages, loss, liability, actions, costs and expenses (including

but not limited to court fees and attorney fees) arising due to or in relation to the use of

Website or apps by the User, by breach of the Terms or violation of any law, rules or

regulations by the User, or due to such other actions, omissions or commissions of the

User that gave rise to the claim.

xxii. The User shall make payment using the payment gateway to make payments

online, solely at User's discretion. Should there be any issues with regard to the payment

not reaching the Sheba One account, the User may contact Sheba One's support team

via Shebaone Hotline number or may send message to Whatsapp number or Messenger


2. Refund policy for Patients:

i. In the event it is proved that the Doctors have acted in contravention of any applicable

laws, Sheba One shall provide refund to the User the consultation fee after deducting

service charge , subject to investigation undertaken by Sheba One.

ii. If the cancellation is due to the abusive nature of the User, such User shall not be eligible

for any refund and Sheba One Doctors shall be entitled to take any legal action,

depending upon the gravity of the matter.

iii. User shall refrain from raising any personal queries or advise on the online Consultation

platform which are not related to a specific disease / medicine. In the event the User

raises any such personal queries or advice on the online Consultation platform, Sheba

One reserves the right to terminate the consultation of such Users and further, such

Users will not be entitled to any refund.

iv. In case a Doctor does not respond to a paid consultation within ten (10) minutes from

the time of starting a consultation on the online platform, or does not respond for more


than fifteen (15) minutes during an active consultation, the User shall have the right to

request for a refund and any amounts paid by the User after deducting service charge

with respect to the such consultations will be refunded.

v. In case a Doctor does not provide a consultation summary prescription for a particular

consultation, then the User shall have the right to request for a refund and any amounts

paid by the User after deducting service charge with respect to the such consultations

will be refunded. Refunds will not be provided if the Doctor has provided a consultation

summary prescription to the User.


vi. Sheba One reserves the right to permanently block Users from the online platform in the

event Sheba One receives multiple cancellation request from such Users for reasons

which do not form part of the cancellation policy of Sheba One .

vii. Users are allowed a period of three (3) days to flag any consultation as inadequate, and

request for a refund. No refund requests shall be considered thereafter.

viii. Users can request a refund by contacting Sheba One’s online chat support:

https://www.shebaone.com/consult/direct/chat-support

or by contacting our whatsapp or Messenger mentioning your consultation invoice

number.

ix. Sheba One shall check the details and process the refund where applicable, solely at its

discretion. After a refund request is processed, the money will be refunded to the User

in seven (7) working days from the day refund has been approved from Sheba One

x. In all matters related to refund and settlement under this Agreement, Sheba One shall

decide so at its sole and absolute discretion after detailed review of the matter and

taking into account all the involved parties’ information. The decision of Sheba One shall

be final in this regard.

3. Express Disclaimers:

i. Online Consultation is intended for general purposes only and is not meant to be used in

emergencies/serious illnesses requiring physical consultation. Further, if the Doctor

adjudges that a physical examination would be required and advises ‘in-person

consultation’, it is the sole responsibility of the User, to book an appointment for

physical examination and in-person consultation whether the same is with the Doctors

listed on the Website or App or otherwise. In case of any negligence on the part of the

User in acting on the same and the condition of the User deteriorates, Sheba One shall

not be held liable.

ii. Online Consultation is a platform being made available to Users to assist them to obtain

consultation from Doctors and does not intend to replace the physical consultation with

the Doctor.


Diagnostics Terms and Conditions

We cater to the needs of patients/Users where they need to get various tests done. These could be for

the purpose of conducting regular tests or the specific test that the hospitals/clinics/medical Doctors

sometimes recommend. Our logistics partner/laboratory also come to your doorstep, collect the

samples and reports may be provided by them online.

Information shall be collected from you shall include but does not limit to:


 Your Name,

 Your date of birth,

 Your prescription (if applicable),

 Your test details,

 Your gender,

 Name of the doctor who prescribed the tests (if applicable),

 Your email id,

 Your address,

 Your phone number,

 Your financial information and such other details as may be required from time to time.


 Other Terms:


 You agree to provide the details sought above, for the purposes mentioned herein. We

will have access not just to your details but to your reports and health records as well.

 You understand and agree that your personal information, health records, shall reside

with us and shall be used for R&D purposes or shared with third parties, to bring better

user experience, by sometimes prompting you to take tests regularly if there is a lifestyle

disease/ such other concern highlighted at the time of booking or otherwise.

 You understand that, Sheba One undertakes risk assessment, but this is provided to the

best of our knowledge. They are based on reports provided by labs and scientific studies

available in public domains . This is not meant to be professional advice and you should

always consult a physician before making any medical decisions.


 You understand that, we may sometimes reach out to you or record all your calls with us

and/or placed through us to laboratories and/or logistics partner, for investigative

purposes.


 Home Sample Collection Services:

 These Home Sample collection Services Terms and Conditions (“HS T&C”) shall be

applicable to patients providing samples for testing/ Sheba One Users availing home

collection services (“Sample Providers”) provided by qualified third party Labs.

 The Sample Provider shall provide the valid prescription, if required and applicable,

issued by a doctor which contains the tests that are to be conducted, for which the

Technician is required to collect the samples from the Sample Provider.

 The Sample Providers may be required to provide a valid proof of identification to the

Technician.

 In the event the Sample Provider is not a user of the platform operated by Sheba One

and is providing information and seeking home collection service by not using the Sheba

One platform, such Sample Provider hereby consents to his/her information being

entered on Sheba One platform and becoming a Sheba One user .

 The Sample Provider explicitly provides consent to the Sheba One for collection of the

requisite samples from the Sample Provider.

 The services provided by any third party lab are for the purpose of enabling diagnostic

discovery of patient’s condition for which the relevant test/ procedure is prescribed/

recommended, and for no other purpose.

 Sheba One shall use the Sheba One platform to enable booking of appointments for

home collection of samples by Technician, delivery of reports by third party labs and

such related services.

 The process of home sample collection shall be conducted by the Technician as per third

party lab Standard Operating Procedures and policies. However, in the event any Sample

Provider has a special request, the same may be communicated to Sheba One at the

time of booking the Lab test so that the third party lab are enabled appropriately to

handle the said request.

 The invoice will be provided to the Sample Provider online by Sheba One either before

or after the home sample collection service. Payment towards the said invoice may be

made either by electronic mode or cash on delivery (ie at the time of collection of

samples).

 In the event the Sample Provider has any complaints regarding the home sample

collection, Technician, equipment and the like, the same can be reported to

[email protected], or can write messege to our whatsapp/messenger mentioning

your order invoice number.


 In the event the deficiency of service is due to any reason attributable to the Sample

Provider and/or his agent/ representative, in such case Sheba One or third party lab shall

not be liable to the Sample Provider in any manner whatsoever. The Sample Provider

acknowledges that the test or analysis of the sample is carried out by a third party

provider whose authorized representative endorses the report; Sheba One bears no

responsibility for any damage, loss or consequence suffered by the Sample Provider

owing to the particulars/results of the report issued by such third party provider.

 All the information provided by Sample Providers should be accurate and authentic. It is

explicitly clarified that Sheba One does not validate any information provided by the

Sample Provider. In the event of any non-compliance, non-adherence, breach of any

terms herein by the Sample Provider, Sheba One or third party lab reserves the right to

refuse providing services to the Sample Provider.

 All the information provided by Sample Providers shall be dealt with in accordance with

the Sheba One Terms and Conditions and Privacy Policy.

 All general Sheba One Terms and Conditions shall also govern the diagnostic procedure

to the extent applicable. Decision of Sheba One is final and binding on the issues arising

under the diagnostic procedure and Sheba One Terms and Conditions.

 We reserve the right to modify or terminate any portion of the diagnostic procedure for

any reason and at any time. You should read the diagnostic procedure at regular

intervals. Your availing of the home sample collection services and/or use of the Website

or Apps following any such modification constitutes your agreement to follow and be

bound by the diagnostic procedure /Agreement so modified.


 Diagnostic Test Booking with referral code

 You may use referral Code received from your friends/relatives/Marketing executives

while ordering for any Lab test booking.

 You will get 5% discount for using referral code on a min order value of 500/- Taka or

above or equavalent currency of the operating country.

 Refund Policy/Cancellation:


 In case there is a no show from the laboratories and/or logistics partner, at your home,

then we would indicate the same before hand, should we fail to do so, you could contact

us by our hotline number or whatsapp/messenger

 If there are instances where you have made payments online and the laboratories

and/or logistics partner, are unable to collect samples from you, we would refund your

money after deducting service charge within ten (10) working days.


 If there is a no show from you either at your home for collection of samples or at the

laboratories and/or logistics partners , then we would not refund the amount paid to us

unless upon further investigation by Sheba One there is a genuine reason for such no

show, in which case Sheba One may at its discretion decide to refund such amount.


 Reach out to us:


 Should you intend to request stopping of notifications, you can do so, by sending mail

request to [email protected].

 Should you have any recommendations or such other requests, you could reach out to

us at [email protected].


Sheba Plus HEALTH PLAN – USER TERMS AND

CONDITIONS


For the purposes of the following terms and conditions (“ Sheba Plus Health Plan Terms”), the service

provided to you (as defined below) is facilitation of consultation and other benefits, as detailed

hereinafter, with the Practitioners (healthcare providers including all its doctors, agents, employees)

registered pharmacies which facilitate the medicine orders (“Registered Pharmacies”) and diagnostic

centres which conduct diagnostic tests (“Diagnostic Centres”), and other benefits the Sheba One may

offer in future, as a part of the subscription to the Sheba One Health Plan (“Sheba Plus Service” /

“Plan”). Sheba One operates and facilitates the Health Plus Health Plan Service provided through the

Website or Apps.


1 NATURE AND APPLICABILITY OF TERMS

Please go through these Sheba Plus Health Plan Terms carefully before you decide to avail the Health

Plan Service facilitated by Sheba One on its Website or apps. The Sheba Plus Health Plan Terms set out

herein are in addition to the Sheba One General Terms and Conditions and the Privacy Policy, and

together they constitute a legal agreement between You and Sheba One. The Standard Policies and the

Sheba Plus Health Plan Terms are to be read in connection with your visit to the Website or Apps and

your use of the Health Plan Service respectively. To the extent of any inconsistency between the

Standard Policies and the Sheba Plus Health Plan Terms herein, the Sheba Plus Health Plan Terms herein

shall prevail over the Standard Policies to the extent of the inconsistency.

These Sheba Plus Health Plan Terms apply to any person who subscribes to the Sheba Plus

Health Plan Service on behalf or for the benefit of a patient, either individually or inclusive of

his/her family members / relatives. The primary user is required to be registered on the Website


or Apps and should have subscribed to the Sheba Plus Health Plan Service. For the purposes of

these Sheba Plus Health Plan Terms, the primary subscriber to the Health Plan Service is an

individual designed as primary user (“Primary User”) in the Plan Page (as defined hereafter),

who subscribes to the Sheba Plus Health Plan Service either individually and/or for benefit of

other members, which could include any other individual nominated by the Primary Member

(hereinafter collectively known as the “Covered Members”). The Covered Members and a

Primary User are collectively and individually hereinafter referred to as the “You” / “Your” /

“User” / “Users”. As a part of availing the Sheba Plus Health Plan Service, You may choose

different packages available pursuant to the Health Plan Service / Plan which best suits Your

needs as per the plan details set out in your Sheba Plus application (“Plan Details”). The User

specific details will be visible to you on your purchased plan page (“Plan Page”) hosted on your

Sheba Plus application.

If you have any questions about any part of these Sheba Plus Health Plan Terms, feel free to

contact us at [email protected]. Or by our Hotline number or by our whatsapp or

messenger.

By availing the Sheba Plus Health Plan Service, you signify your acceptance of the terms of the

Standard Policies and these Sheba Plus Health Plan Terms.

We reserve the right to modify or terminate any portion of these Sheba Plus Health Plan Terms

and the Standard Policies for any reason and at any time, and such modifications shall be

informed to you by appropriate notifications on the Website or Apps. You should read these

Sheba Plus Health Plan Terms and the Standard Policies at regular intervals. Your continued

availing of Health Plan Service following any such modification constitutes your agreement to

follow and be bound by these Terms and the Standard Policies so modified.

You acknowledge that you will be bound by these Sheba Plus Health Plan Terms specifically for

availing any of the Sheba Plus Health Plan Service.

Your access and use of the Sheba Plus Health Plan Service will be solely at the discretion of

Sheba One.


CONDITIONS OF USE

As a Primary User, You can add minors as Covered Member(s) under the Health Plan Service

availed and subscribed to with the express understanding that the Primary Member shall be

entirely responsible and liable on all counts for compliance with these Sheba Plus Health Plan

Terms for and on behalf of such Covered Member who is below the age of majority. By

registering, visiting and using the Website or apps for availing the Health Plan Service or

accepting these Terms and the Standard Policies, you represent and warrant to sheba One that

you have the appropriate eligibility to contract on behalf of a Covered Member who is below

the age of majority, and that you have the right, authority and capacity to use the Website or

Apps for availing the Sheba Plus Health Plan Service and agree to and abide by these Terms.


TERMS OF THE HEALTH PLAN SERVICE

1 Term: The Sheba Plus Health Plan Service subscribed by you will be valid for the

period as per the Plan Details commencing from the date of the subscription of the

Health Plan Service (“Term”). After the expiry of the Term, You may choose a different

Plan as per the Plan Details and subscribe thereto or renew your existing subscription,

on such terms that are valid and subsisting as on date of subscription or renewal. The

benefits under the Health Plan Service cannot be carried forward after the expiry of the

Term.


2 Registration: The Primary User is a registered user on the Website or App

and has subscribed to the Health Plan Service on this platform by paying the

applicable fees as per the Plan Details. You could avail the Plan solely for

you or for any Covered Member(s). Each Covered Member, who is covered

by the Health Plan Service subscribed by you will have to follow an

authentication mechanism to utilize the Health Plan Service. The maximum

number of permissible Covered Members per each Primary User will be set

out in the Plan Details. Covered Members, once added by the Primary User

cannot be removed, modified or edited.


3 Information: As a part of the registration process for Sheba Plus Health Plan Service,

You will fill in certain personal information and details in order to create a medical

history and profile which will be accessible to the Doctors,Labs and Pharmacies. The

information shared by you will be dealt with in accordance with the Standard Policies.

4 Sheba Plus Health Plan Service details: As a part of Health Plan Service,

You are entitled to benefits (which may include such number of

consultations, offers on medicines which are ordered through the

Website,apps for discounted health check-ups, discounts / offers on

diagnostics tests and Family Doctor benefit, or any other benefit that Sheba

One may offer in the future) that are set out in the Plan Details.

5 Sheba Plus Health Plan Service process: After subscribing to Health Plan

Service, You will be eligible to avail the benefits covered under the Health

Plan Service as under:

 Consultations: Covered Consultations and their Utilization: As part of the

Health Plan Service, You are entitled to certain number of consultations with

Covered Doctors at a discounted rate (“Covered Consultations”). For the

purposes of these Terms, “Covered Doctors” are those Doctors who have been

on boarded by Sheba One to provide you the Covered Consultation as part of

Health Plan Service. The number of Covered Consultations that you are eligible

for shall be displayed under your Plan Page. The Covered Consultations can be

availed by you either by booking through the Website or app by using the Book

facility (as published on the Website or App) or by contacting and going to the


covered Doctor directly and physically. It is clarified that the benefits under the

Covered Consultations will be calculated cumulatively and not per member.

Illustratively, 1 Primary User has subscribed to the Health Plan Service with 4

Covered Members who are cumulatively entitled to 10 Covered Consultations.

This means that as a group (Primary User and the Covered Members) the

number of Covered Consultations is 10. These 10 Covered Consultations can be

utilized by 1 individual User or more than 1 individual user in such combination

and proportion that they choose as a group. Further, if you have exhausted the

Covered Consultations under the Health Plan Service, You will still be able to

avail other benefits which are a part of the Health Plan Service, however, if you

seek a consultation with the Covered Doctors after exhausting the Covered

Consultation, You will have to pay to the Covered Doctor their standard rate at

their establishment. If before the expiry of the Term, you have exhausted the

Covered Consultations that you were eligible for, You may have an option to

renew Health Plan Service solely for the purpose of subscribing to additional

number of Covered Consultation during the Term.

Authentication: If You are booking a Covered Consultation through Sheba One’s

Book facility, then the Plan Details, shall indicate such Covered Consultation to

have been consumed at the time of booking such Covered Consultation, unless

you have canceled it as per permissible timelines set out in the Standard Policies.

However, if you are availing the Covered Consultation by way of directly

contacting the covered Doctor, then the Plan Details shall indicate such Covered

Consultation to have been consumed once you authenticate your booking at

such Covered Doctor’s establishment. Covered consultations do not include

consultations with Physiotherapist, Psychiatrist, Ayurveda, and Homeopathy.

Medicine: As part of the Health Plan Service, you are eligible to receive offers on

order of medicines (as offered for sale by Registered Pharmacies which are the

sellers of such medicines) through the Website or Apps during the Term as per

the Plan Details. The offers on purchase of medicines is available only on

purchase of medicines through the Website or Apps and not via any other mode.

For the purposes of these Sheba Plus Health Plan Terms, “Registered

Pharmacies” are those pharmacies who have been on-boarded by Sheba One to

offer you sale of medicine as part of the Sheba Plus Health Plan Service through

the Website or apps. Additionally, the Order Terms applicable to Sheba One and

User on medicine order will apply ‘as is’ under these Sheba Plus Health Plan

Terms. It is to be noted that Sheba One is not the seller of the medicines but

only a facilitator which facilitates procurement of medicine between you and a

Registered Pharmacies. Sheba One is in no manner liable for or responsible

towards the underlying medicine sale between the User and the Pharmacies.

Sheba One hereby disclaims and excludes all warranties with respect to all

services, information and/or products contained on a medicine order, express,

implied or statutory.


 Diagnostics: As part of Sheba Plus Health Plan Service, you will be eligible to

receive discounts / offers on the diagnostic tests availed by you (undertaken by

Diagnostic Centres) through the Website or Apps for the Term as per the Plan

Details. The quantum of the discount or type of offers will be set out under your

Plan Details. For the purposes of these Terms, “Diagnostic Centres” are those

diagnostic centres who have been onboarded by Sheba One to offer you

diagnostic tests under the Sheba Plus Health Plan Service. It is to be noted that

the terms applicable to Sheba One and User on diagnostic tests will apply ‘as is’

under these Terms. The lab that you choose for the diagnostic test will offer at-

home diagnostic service, and may offer Physically going to Labs for tests, it will

be solely the discretion of those partner labs. It is clarified that all diagnostic

tests may not be covered under Health Plan Service which is at the discretion of

such Diagnostic Centres. It is further clarified that Sheba One does not conduct

any diagnostic tests but is only a facilitator between the User and the Diagnostic

Centres. Sheba One is in no manner liable for or responsible towards the actual

test and analysis undertaken by the Diagnostic Centre. Sheba One disclaims and

excludes all warranties in relation to any diagnostic service availed by the User

as part of the Health Plan Service.

 Health Check-ups: As a benefit extended to you as a subscriber to Health Plan

Service, You will get health check-ups at discounted fees during the Term. The

details (including the number) of health check-ups will be visible to you under

your Plan Page. As with Covered Consultations, the Primary User and the

Covered Members may, as a group, choose to avail the health check-ups in such

proportion amongst themselves as they deem fit. Health check-up would be

provided by the Covered Doctors and the Diagnostic Centres.

 Family Doctor: As a part of the Sheba Plus Health Plan Service, you will also be

eligible to avail the benefit of online tele-consultation with a team of Doctors

(“Family Doctor”). The Family Doctor will be available to you for consult and you

are not required to pay any additional sum to consult with such Family Doctor.

The Family Doctor benefit may be availed either through a phone call or chat or

a video call. The Standard Policies applicable to you with regard to the online

consultation (Online Consultation) will apply “as is”. Please note that the benefit

of Family Doctor Consult is merely a consulting Doctor model and any

interactions and associated issues with the Doctor acting as Family Doctor,

including but not limited to the your health issues and/or your experiences is

strictly between you and such Doctor. You shall not hold Sheba One responsible

for any such interactions and associated issues. Any conversations that you have

had with Family Doctor will be retained in Sheba One database as per the

applicable laws and subject to confidentiality as laid out in the Standard Policies.

Additionally, Sheba One in no manner endorses any Doctor who is acting in the


capacity of Family Doctor, that you consult and is not in any manner responsible

for any drug/medicines prescribed or the therapy prescribed by such Family

Doctor on the basis of the consultation. Further, Sheba One shall not be

responsible for any breach of service or service deficiency by such Doctor. It is

further clarified that Sheba One is not a medical service provider, nor is it

involved in providing any healthcare or medical advice or diagnosis, it shall

hence not be responsible and owns no liability to either you or any Doctor for

any outcome from the consultation between you and such Doctors. The Family

Doctor benefit is made available to you to obtain consultation from a Doctors as

a part of the Health Plan Service and is in no way intending to replace physical

consultations with the Doctors.

6 Payment for the Sheba Plus Health Plan Service: You will pay to Sheba One at the

time of subscribing to the Health Plan Service, at the rates set out in the Plan Details. At

the time of visiting the establishment of the Doctors for Covered Consultation, you are

not required to pay any amount as long as your eligibility for Covered Consultations are

valid and has been set out in the Plan Page. After availing the Covered Consultation

service, you are required to let the billing department of such Doctor’s establishment

know, that you have availed it by way of a Covered Consultation as part of Sheba Plus

Health Plan Service which will then be authenticated by the Doctor’s establishment.


7 Health Plan Service Cancellation and Refund Policy:


You may have an option to cancel your subscription to the Health Plan Services. You will

contact Sheba One on the customer support hotline or by whatsapp or messenger

regarding canceling your subscription to the Health Plan Service. Further, Sheba One

may refund the amount paid by You towards your subscription of the Health Plan

Services (“Health Plan Subscription amount”), subject to the following conditions:

 1. In the event the Health Plan Subscription amount is Taka. 7,999 ( Seven

Thousand Nine Hundred and Ninety Nine Taka or equivalent currency ) or Taka

9,999 (Taka Nine Thousand Nine Hundred and Ninety Nine or equivalent

currency) the refund scheme is as follows:

 If the user has not availed any of the Health Plan Services which are

mentioned in the User’s Plan Details within a period of 15 (Fifteen) days

from the date of subscribing to the Health Plan Services (“Free Look

Period”) and if the user requests for a cancellation of his/her Health Plan

Services during the Free Look Period, Sheba One will refund the entire

Health Plan Subscription amount which was paid by the user after

deducting nominal service charge.

 If the user requests for cancellation of his/her subscription to the Health

Plan Services during the Free Look Period and if the user has already

availed certain Health Plan Services which are mentioned in the user’s

Plan Details during the Free Look Period, Sheba One will deduct


maximum of Taka 1,500 (Taka fifteen Hundred) or the actual value of the

Health Plan Services availed by the user, whichever is higher.

 If the user requests for cancellation of his/her subscription to the Health

Plan Services after expiry of the Free Look Period, Sheba One will refund

the Health Plan Subscription amount in the following manner:

 If the cancellation request by the user is within 16 (Sixteen) days

to 89 (Eighty Nine) days from the date of user’s subscription to

the Health Plan Services, Sheba One will refund 75% (Seventy

Five percent) of the Health Plan Subscription amount or the

actual cost of Health Plan Services availed by the user, whichever

is higher;

 If the cancellation request by the user is within 90 (Ninety) days

to 179 (One hundred and Seventy Nine) days from the date of

user’s subscription to the Health Plan Services, Sheba One will

refund 50% (Fifty percent) of the Health Plan Subscription

amount or the actual cost of Health Plan Services availed by the

user, whichever is higher;

 If the cancellation request by the user is within 180 (One

Hundred and Eighty) days to 269 (Two hundred and Sixty Nine)

from the date of user’s subscription to the Health Plan Services,

Sheba One will refund 25% (Twenty Five percent) of the Health

Plan Subscription amount or the actual cost of Health Plan

Services availed by the user, whichever is higher; and

 The user will not be entitled to any refund of the Health Plan

Subscription amount if the cancellation request by the user is

after 269 (Two Hundred and Sixty Nine) from the date of user’s

subscription to the Health Plan Services.


 2. In the event the Health Plan Subscription amount paid by the user is Taka.

2,999 (Taka Two Thousand Nine Hundred and Ninety Nine or equivalent

currency ) or Taka.3,999 (Taka Three Thousand Nine Hundred and Ninety Nine or

equivalent currency) the refund scheme is as follows:

 If the user has not availed any of the Health Plan Services which are

mentioned in the user’s Plan Details within the Free Look Period and if

the user requests for a cancellation of his/her Health Plan Services

during the Free Look Period, Sheba One will refund the entire Health

Plan Subscription amount which was paid by the user after deducting

nominal service charge.

 If the user requests for cancellation of his/her subscription to the Health

Plan Services during the Free Look Period and if the user has already

availed certain Health Plan Services which are mentioned in the user’s

Plan Details during the Free Look Period, Sheba One will refund the


Health Plan Subscription amount after deducting the consultation fees

(as mentioned by the respective doctor on the Website) for the

consultation(s) availed by the user as part of the Health Plan Services.

 If the user requests for cancellation of his/her subscription to the Health

Plan Services after expiry of the Free Look Period, Sheba One will refund

the Health Plan Subscription amount in the following manner:

 If the cancellation request by the user is within 16 (Sixteen) days

to 89 (Eighty Nine) days from the date of user’s subscription to

the Health Plan Services, Sheba One will refund 75% (Seventy

Five percent) of the Health Plan Subscription amount or the

actual cost of Health Plan Services availed by the user, whichever

is higher;

 If the cancellation request by the user is within 90 (Ninety) days

to 179 (One hundred and Seventy Nine) days from the date of

user’s subscription to the Health Plan Services, Sheba One will

refund 50% (Fifty percent) of the Health Plan Subscription

amount or the actual cost of Health Plan Services availed by the

user, whichever is higher;

 If the cancellation request by the user is within 180 (One

Hundred and Eighty) days to 269 (Two hundred and Sixty Nine)

days from the date of user’s subscription to the Health Plan

Services, Sheba One will refund 25% (Twenty Five percent) of the

Health Plan Subscription amount or the actual cost of Health

Plan Services availed by the user, whichever is higher; and

 The user will not be entitled to any refund of the Health Plan

Subscription amount if the cancellation request by the user is

after 269 (Two Hundred and Sixty Nine) days from the date of

user’s subscription to the Health Plan Services.


 3. In the event the Health Plan Subscription amount paid by the user is Taka 499

(Taka Four Hundred and Ninety Nine or equivalent currency) or Taka 599 (Taka

Five Hundred and Ninety Nine or equivalent currency) or Taka 899 (Taka eight

Hundred and Ninety Nine or equivalent currency)the refund scheme is as

follows:

 If the user has not availed any of the Health Plan Services which are

mentioned in the user’s Plan Details within a period of 7 (Seven) days

from the date of subscribing to the Health Plan Services (“Free Look

Period”) and if the user requests for a cancellation of his/her Health Plan

Services during the Free Look Period, Sheba One will refund the entire

Health Plan Subscription amount which was paid by the user after

deducting nominal service charge.

 If the user requests for cancellation of his/her subscription to the Health

Plan Services during the Free Look Period and if the user has already


availed certain Health Plan Services which are mentioned in the user’s

Plan Details during the Free Look Period, Sheba One will refund the

Health Plan Subscription amount after deducting the consultation fees

(as mentioned by the respective doctor on the Website or app) for the

consultation(s) availed by the user as part of the Health Plan Services.

 The user will not be entitled to any refund of the Health Plan

Subscription amount if the cancellation request by the user is after 7

(Seven) days from the date of user’s subscription to the Health Plan

Services.

 4. In the event the Health Plan Subscription amount paid by the user is Taka

1699 (Taka sixteen Hundred and Ninety Nine or equivalent currency) the refund

scheme is as follows:

 If the user has not availed any of the Health Plan Services which are

mentioned in the user's Plan Details within a period of 15 (Fifteen) days

from the date of subscribing to the Health Plan Services ("Free Look

Period") and if the user requests for a cancellation of his/her Health Plan

Services during the Free Look Period, Sheba One will refund the entire

Health Plan Subscription amount which was paid by the user after

deducting nominal service charge.

 If the user requests for cancellation of his/her subscription to the Health

Plan Services during the Free Look Period and if the user has already

availed certain Health Plan Services which are mentioned in the user's

Plan Details during the Free Look Period, Sheba One will refund the

Health Plan Subscription amount after deducting the consultation fees

(as mentioned by the respective doctor on the Website) for the

consultation(s) availed by the user as part of the Health Plan Services.

 The user will not be entitled to any refund of the Health Plan

Subscription amount if the cancellation request by the user is after 15

(Fifteen) days from the date of user's subscription to the Health Plan

Services.

 5. All refunds of the Health Plan Subscription amount to the user are subject to

Sheba One’s internal verification process.

 6. the refund of the Health Plan Subscription amount will made to the user

within fifteen (15) business days of such cancellation request.

7 As a part of Health Plan Service, You are entitled to certain discounts,

offers and benefits. It is clarified that none of these benefits under Health

Plan Service can be redeemed for cash.

8 Fair Usage Policy for Sheba Plus Health Plan.

The following fair usage policy shall be applicable to every Plan:

 Users are allowed to utilize a maximum of 5 (Five) free online consultations per

day (i.e. 5 (Five) online consultations per day collectively for all users, including


covered members). Upon completion of the 5 (Five) free consultations per day,

users may choose to avail additional consultations by paying the prescribed

consultation fee to the doctor.

 Users are allowed to utilize a maximum of 15 (Fifteen) free online consultations

per month (i.e. 15 (Fifteen) free online consultations per month collectively for

all users, including covered members). Upon completion of the 15 (Fifteen) free

consultations per month, users may choose to avail additional consultations by

paying the prescribed consultation fee to the doctor.

 Each user of a Plan can have 1 (one) active doctor consultation at any given time.

An online consultation is considered to be active for 60 (Sixty) minutes from the

actual time of commencement of the said consultation and upon completion of

60 (Sixty) minutes, users may commence a new online consultation.

 The aforementioned fair usage policy is subject to change by Sheba One at its

sole discretion based on future analysis and actual usage.

APPLICABILITY OF THE STANDARD POLICIES

The Sheba One Health Plan Terms herein are required to be read in conjunction and addition

with the applicable user terms under the Standard Policies. In case of any inconsistency between

the Sheba Plus Health Plan Terms and the Standard Policies, the Terms will prevail to the extent

of the inconsistency.

REIMBURSEMENT UNDER Sheba PLUS PLAN – TERMS & CONDITIONS

Users who have subscribed to the Sheba Plus Plan which is available on the Website or Apps are

entitled to receive reimbursements, on the consultation fee mentioned by the doctor on the

Website with respect to each consultation (“Consultation Fee”) subject to the following terms

and conditions:

 Only those Users who have subscribed to a Sheba Plus Plan through the Website are

entitled to receive reimbursement on the Consultation Fee.

 The maximum reimbursement which can be availed by a User per consultation is Taka

500/- (Taka Five Hundred or equivalent currency only).

 Reimbursement is available only on the Consultation Fees, and not on the fees paid by

the User for each Consultation. For example, if the doctor has raised an invoice for Taka

500/- or equivalent currency and the Consultation Fee as mentioned under the profile of

the doctor on the Website is Taka 400/-or equivalent currency, the User who has

consulted the said doctor will be entitled to a cash back of only Taka 400/- and not Taka

500/-. or equivalent currency

 For the purpose of availing the reimbursement, Users shall send a legible picture/photo

of the invoice/bill raised by the respective clinic/hospital at which the said User has

booked an appointment to [email protected].

 The E-mail to be sent by the User shall also include the following details:

 Picture/photo of the invoice/bill


 Bank details of the User

 The picture/photo mentioned shall contain the following details for the Users to avail

the reimbursement:

 Name of the User (name should be as mentioned in the Sheba Plus membership

before the booking the appointment)

 Name of clinic/hospital

 Name of doctor

 Consultation Fee/ fees paid.

 Sheba One team will verify the amount mentioned in the invoice with the Consultation

Fee mentioned by the doctor on the Website or App

 Any reimbursement claim made by a User after the expiry of his/her subscription to the

Sheba Plus Plan is not valid.

 A User cannot carry forward his/her entitlement to receive reimbursement while

renewing his/her Sheba Plus Plan subscription.

 Plus is not an insurance product.

 Any reimbursement claim made by a User 30 days after the date of appointment is not

valid.