ZOKTO Terms of Use
Introduction: Welcome to ZOKTO, a healthcare coordination platform operated by VYSN Technologies Private Limited ("VYSN", "we", or "us"). These Terms of Use ("Terms") govern your access and use of ZOKTO's services, including our mobile app, WhatsApp communication, phone consultations, and related services ("Services"). By registering or using ZOKTO, you agree to these Terms and form a legally binding contract with VYSN. If you do not agree, you must refrain from using ZOKTO.
1. Platform Nature and Services
ZOKTO as a Facilitator
ZOKTO is a technology platform that facilitates doctor-led telemedicine consultations and coordinates healthcare services such as lab test sample collection and medicine delivery. ZOKTO itself is not a hospital, clinic, pharmacy, or clinical establishment. All medical consultations on ZOKTO are provided by independent, qualified MBBS doctors ("Doctors") who are registered practitioners. ZOKTO's role is limited to connecting you with these Doctors and coordinating ancillary services (labs, pharmacies, emergency alerts) for your convenience.
No Medical Practice by ZOKTO
While ZOKTO verifies the credentials of Doctors and partners (labs, pharmacies) to ensure they are licensed and compliant with Indian laws, ZOKTO does not provide any medical diagnosis or treatment on its own. Any medical advice, prescription, or treatment plan you receive through the platform is solely the advice of the consulting Doctor, with whom you establish a doctor-patient relationship. ZOKTO is not responsible for the content of the medical advice provided by Doctors, and the Doctors are independent contractors, not employees or agents of ZOKTO.
Ancillary Services
If a Doctor recommends lab tests or medicines as part of your care, ZOKTO will help coordinate these services through third-party diagnostic laboratories and pharmacies. Similarly, if you use our emergency SOS feature (see Section 6), ZOKTO will attempt to coordinate an urgent response via third-party responders or pharmacies. However, all such third-party services are provided by independent entities, and ZOKTO acts only as an intermediary platform to facilitate these transactions.
2. Eligibility and User Account
Legal Capacity
You must be at least 18 years old to register and use ZOKTO's Services independently. Persons under 18 ("minors") may not use the Services on their own. If you are a minor, a parent or legal guardian must register on your behalf, provide consent, and operate the account for you. By using ZOKTO, you represent and warrant that you are 18 or above, or that your account is being managed by a guardian if you are under 18, in compliance with the Indian Contract Act, 1872 (which deems contracts with minors to be void ab initio).
Account Registration
To use certain features, you will need to create an account by providing accurate personal information (such as your name, contact number, age, and any other details requested). You agree to keep your login credentials confidential and to notify us immediately of any unauthorized use of your account. You are responsible for all activities under your account.
Account for Minor Patients
If you are registering or using ZOKTO on behalf of a minor or an incapacitated person, you must be their lawful parent/guardian or have valid authorization. By creating an account for a minor, you confirm that you are authorized to do so, and you consent to the minor's information and health data being processed as described in our Privacy Policy. The consulting Doctor may require confirmation of guardian identity during the teleconsultation for minors.
3. User Responsibilities and Consent
Accurate Information
You agree to provide true, accurate, and complete information about yourself (or the person you represent) when requesting a consultation or any service. This includes disclosing current symptoms, medical history, allergies, ongoing medications, and other relevant health information. You are solely responsible for the accuracy of information you share with the Doctor. Providing false, misleading, or incomplete information can affect the quality of care and may result in termination of your access. The Telemedicine Practice Guidelines, 2020 also emphasize that the patient is responsible for the correctness of information provided to the doctor.
Informed Consent to Telemedicine
By using ZOKTO, you consent to receiving medical consultation and advice via telemedicine. You understand that telemedicine has inherent limitations compared to in-person care (such as lack of physical examination). You agree that the consulting Doctor will exercise professional judgment to determine whether sufficient information is available via telecommunication; if not, the Doctor may limit the consultation to preliminary advice and refer you for an in-person examination. You have the right to discontinue the teleconsultation at any time or seek a second opinion.
Communication Consent (WhatsApp/SMS/Phone)
By providing your contact number and using ZOKTO, you expressly consent to ZOKTO and its service partners communicating with you via WhatsApp, SMS, phone calls, email, or in-app notifications for service and follow-up purposes. This includes messages to schedule appointments, send prescriptions or lab reports, provide medicine delivery updates, and respond to SOS alerts. You acknowledge that WhatsApp and SMS are third-party communication channels; while we strive to protect your data, using these channels implies you understand the associated privacy risks. You can opt-out of non-essential communications by contacting us, but understand that certain transactional or emergency messages are necessary to use the Services.
Language of Communication
ZOKTO may provide services and customer support in English, Hindi, Telugu, or other regional languages as available. We aim to communicate with you in your preferred language (which may be stored in your profile for personalization). In case of any dispute or discrepancy in interpretation between different language versions of these Terms or any policy, the English version shall prevail for legal purposes.
Personal Use and Compliance
You agree to use ZOKTO strictly for your personal healthcare needs (or those of a person you are authorized to represent). You will not use the platform for any unlawful, fraudulent, or commercial purpose. You will comply with all applicable laws and regulations, including the Telemedicine Practice Guidelines, 2020 and the Consumer Protection Act & E-Commerce Rules, 2020 (applicable to our platform services). You will not record or publish any consultation without permission, and you will not abuse, harass, or behave inappropriately with Doctors, support staff, or any service personnel. ZOKTO reserves the right to terminate or restrict your account if you violate these Terms or engage in misconduct.
4. Platform Usage and AI Support
Automated Tools Disclaimer
ZOKTO may utilize automated systems or AI-based tools to assist in delivering the Services – for example, to triage requests, suggest available appointment slots, route your queries, or generate automated responses in chat. These tools are used only to enhance operational efficiency and user experience. They do not provide medical advice or make clinical decisions. All diagnoses, treatment plans, and prescriptions are determined solely by qualified Doctors. ZOKTO's AI systems will not override or conflict with a Doctor's judgment, nor will they engage in any "automated decision-making" that affects your legal or health rights without human oversight. You acknowledge this and agree that any health-related information or tips provided by any automated feature are for general support, not a medical opinion.
Technology Limitations
You understand that the Services may involve technology platforms that can occasionally face interruptions, delays, or errors (for instance, due to network issues, software bugs, or device incompatibilities). ZOKTO does not guarantee uninterrupted service, but we will make reasonable efforts to ensure availability and reliability. You are responsible for having the necessary hardware, software, and internet connectivity for using the platform (e.g., a smartphone, WhatsApp access, stable internet). ZOKTO will not be liable for any inability to use the Services due to your equipment failures or connectivity problems.
5. Consultations with Doctors
Doctor Credentials
All Doctors available through ZOKTO are required to hold an MBBS degree (at minimum) and be registered with the applicable State Medical Council or the National Medical Commission (as per Indian law). ZOKTO takes steps to verify Doctors' registration and identity. By availing a teleconsultation, you acknowledge that the consulting Doctor is solely responsible for the medical care provided to you. The Doctor will abide by the Telemedicine Practice Guidelines, 2020 in conducting the teleconsultation, including proper patient identification, maintaining standards of care, and issuing prescriptions in compliance with law.
Teleconsultation Process
Consultations may occur via text chat, audio call, or video call, depending on what the Doctor deems appropriate and what is feasible. The Doctor will confirm your identity (especially on a first consult) and proceed to discuss your health concerns. You must provide all relevant information requested. The Doctor may give a digital prescription (sent through the app, email, or WhatsApp) after the consult if appropriate. Prescriptions will only be given if the Doctor finds it medically necessary and that sufficient information is obtained; otherwise, you might receive advice to undertake tests or see a local physician for physical examination. If you are a minor, the Doctor will require that a parent/guardian be present during the consultation and may ask for the guardian's identity proof.
No Emergency Medical Care
Teleconsultations are not meant for medical emergencies that require immediate in-person intervention. If you have a serious or life-threatening condition (e.g., severe chest pain, major injury, stroke symptoms, etc.), you must call the national emergency number 108 or seek immediate care at the nearest hospital. Do not solely rely on a teleconsultation or the SOS feature for such situations.
Standard of Care
The Doctors will provide medical advice to the best of their qualifications and information available. However, you understand that outcomes of any consultation or treatment can vary. ZOKTO does not guarantee any particular result or cure. You agree to follow the Doctor's instructions, including any follow-up actions (like tests or referrals). If you experience worsening symptoms or unexpected reactions, you should promptly seek further medical attention.
Independence of Doctors
At no point does ZOKTO control the medical judgment of the Doctors. ZOKTO does not edit or interfere with the content of advice given (except to facilitate translation if needed). Therefore, you agree that ZOKTO is not liable for any medical negligence or deficiency on the part of the consulting Doctor. Any legal claim arising from the quality of medical care will lie against the Doctor directly, though we assist in addressing concerns (see Section 15 on Grievances).
6. Emergency SOS Feature – Disclaimer
Scope of SOS Feature
ZOKTO's app includes an SOS/Emergency button which you may activate in a critical situation. When triggered, this feature will send alerts and attempt to coordinate assistance: it notifies your currently assigned ZOKTO Doctor, a designated family member/emergency contact (as provided by you), and potentially a local volunteer or partner responder in your vicinity (for example, a nearby pharmacy or clinic that has agreed to assist). In some cases, our team may also facilitate dispatch of emergency medicines or first-aid supplies to your location via partner pharmacies. This SOS service is provided on a best-effort basis to help users in distress, but ZOKTO does not guarantee that help will be available or reach you in a timely manner.
Not a Substitute for Ambulance or ER
The SOS feature is not connected to government emergency services. ZOKTO is not an ambulance service and does not itself provide any emergency medical personnel. If you or someone around you is facing a life-threatening emergency, you should immediately call 108 or your local emergency number and/or seek transportation to an emergency room. Our SOS is only a supplementary tool for notification and coordination; it is not a replacement for official emergency medical care. We strongly advise that the SOS button be used in conjunction with – not instead of – contacting formal emergency responders.
No Guarantee and Limitation of Liability
ZOKTO will make reasonable efforts to relay your SOS alert to the contacts and partners as described, but we do not guarantee that:
- • The assigned Doctor will be reachable or able to respond immediately.
- • The family contact will answer or take action.
- • A local responder (if any) will be available, qualified, or equipped to assist.
- • Any medicine dispatch or other assistance can be arranged in time (or at all).
Any guidance provided by a Doctor during an SOS (for example, first-aid advice over phone) is limited to immediate necessary steps; every emergency teleconsultation must end with advice to seek in-person care at the earliest. ZOKTO is not responsible for any outcomes if the SOS assistance is delayed, insufficient, or fails.
This emergency coordination is provided "as is" and "as available" without warranties. You should always have an emergency plan outside of ZOKTO and use the SOS feature as a fallback support tool.
7. Third-Party Services (Labs, Pharmacies, etc.)
Partner Network
ZOKTO works with third-party diagnostic laboratories, radiology centers, and pharmacies ("Partner Providers") to fulfill lab test requests and medicine orders that Doctors recommend. We may also partner with local healthcare workers or organizations in certain areas to facilitate patient support. While we strive to onboard reliable and licensed partners (for example, pharmacies with valid drug licenses, labs accredited by NABL or NABH), these entities are independent contractors and not owned or controlled by ZOKTO.
No Warranty of Third-Party Performance
ZOKTO does not make any express or implied guarantees regarding the quality, accuracy, or speed of services provided by Partner Providers. For instance, we do not guarantee that a lab test result will be error-free or delivered within a specific time, nor do we guarantee that medicines delivered by a pharmacy will always be effective or free of side effects. Any issues or liability arising from third-party services (such as a lab's faulty test, a pharmacy's dispensing error, or a delivery delay) rest with the respective third party. However, we will reasonably assist you in communicating with the third party to resolve any concern, as part of our platform's customer support.
Product and Service Information
Any content on ZOKTO regarding third-party services (like lab test descriptions, medicine availability, or pricing) is provided for convenience and is based on information from those third parties. We try to keep it updated and accurate, but there may be typographical errors or delays in updates. ZOKTO is not liable for inaccuracies or changes in third-party information. If a Partner Provider cannot honor a booking or order (for example, a lab test cannot be conducted or a medicine is out of stock), our responsibility is limited to informing you, assisting in finding an alternative, or processing a refund as per our Refund Policy.
No Endorsement
The inclusion of any third-party services on our platform does not imply endorsement or recommendation by ZOKTO. We do not rank doctors or providers other than showing user feedback when available. You should exercise your own judgment or consult with the Doctor when selecting or using any third-party service facilitated through ZOKTO.
8. Payments and Fees
Consultation Fees
You agree to pay the consultation fees as displayed at the time of booking a teleconsultation with a Doctor. Fees may vary by Doctor or time or as per membership plans or subscriptions you have availed. ZOKTO will inform you of the fee upfront. By confirming a booking, you authorize ZOKTO (or our payment gateway) to charge the fee to your selected payment method. Consultation fees are generally non-refundable once the service is provided, except under circumstances outlined in our Refund & Cancellation Policy.
Service Charges
In addition to doctor consultation fees, ZOKTO or its partners may charge fees for lab test coordination, sample collection, medicine delivery, or subscription plans that bundle services. All charges will be transparently communicated to you before you make a payment. Some emergency or after-hour services might incur additional fees which will be conveyed when applicable.
Digital Payments
All payments on ZOKTO are digital. We support payment methods such as UPI, credit/debit cards, net banking, mobile wallets, and other options via our secure payment gateway, Razorpay. By making a payment, you agree to Razorpay's terms and any applicable terms of your chosen payment instrument. We do not collect or store your card details on our servers – card payments are processed by Razorpay which is PCI-DSS Level 1 compliant, meaning your transaction data is encrypted and handled with top industry security standards. ZOKTO and Razorpay also adhere to RBI guidelines for payment aggregators to ensure safe and lawful payment processing.
Additional Payment Terms
- • Payment Issues: In case of a payment failure or error, please ensure your provided details are correct or try an alternate method. If your account is erroneously charged but you did not receive confirmation of service, contact us with the transaction details and we will verify and rectify the issue.
- • Taxes: Prices and fees are typically inclusive of applicable taxes (like GST) unless stated otherwise. You may request a receipt or invoice which will reflect the tax components as per Indian tax law.
- • Refunds: Any eligible refunds will be processed as per our Refund & Cancellation Policy and credited back to the original payment method within 5–7 working days of approval.
9. Cancellation & Refund Policy
(For detailed conditions on cancellations and refunds, please refer to our separate Refund & Cancellation Policy page.) In summary:
Teleconsultations
If you need to cancel a booked consultation, you may do so up to a certain cutoff time (e.g., 1–2 hours before the scheduled slot) for a full refund. Last-minute cancellations or no-shows by the user may not be refunded, as doctors allocate their time for you. If a Doctor is unavailable or misses the appointment, you are entitled to a full refund or a rescheduled consultation at no extra charge. If technical failures (e.g., call drops) prevent the consult from happening, we will attempt to reschedule or refund the fee.
Lab Services
You can cancel a lab test booking before the sample collection is dispatched/initiated for a full refund. If you are not present or reachable at the agreed sample pickup time, it may be treated as a no-show (a fee may be deducted for the phlebotomist's visit). If the lab or collection agent fails to collect your sample on time, you may reschedule at no extra cost or claim a refund. Tests that have been completed or samples already processed cannot be cancelled for refunds.
Medicine Orders
Once you place a medicine order via ZOKTO's partner pharmacy and payment is confirmed, cancellation may not be allowed if the order has been dispensed or is out for delivery (especially for temperature-sensitive or prescription medicines). If you cancel before dispatch, we will refund you. If an ordered medication is unavailable or cannot be delivered, we will inform you and refund that item's amount. In case of wrong or damaged medication delivered, you should report it immediately; the pharmacy may retrieve the item and we will facilitate a replacement or refund.
Emergency Services
Any charges paid towards emergency assistance (for example, a fee for urgent medicine delivery or responder service) are typically non-refundable once the SOS process is initiated, because those services involve immediate resource mobilization. If an SOS request fails entirely due to factors outside your or our control, we will evaluate refunds on a case-by-case basis.
10. Liability and Indemnification
Limitation of Liability
To the fullest extent permitted by law, ZOKTO (VYSN Technologies Pvt. Ltd.) and its officers, directors, employees, and agents shall not be liable for any indirect, incidental, special, consequential or punitive damages, or any loss of profits or revenues, loss of data, or loss of goodwill, resulting from your use of (or inability to use) the Services. In no event shall our total cumulative liability for any claims arising out of or relating to the Services exceed the amount actually paid by you for the specific service (consultation or order) in question, or INR 5,000, whichever is lower. ZOKTO's services are provided on a best-effort basis and "as is", without warranties of any kind, either express or implied, except as expressly stated in these Terms.
Third-Party Liability
As noted, third-party providers (Doctors, labs, pharmacies, responders) operate independently. ZOKTO is not liable for the acts or omissions of any third party. However, if you have a dispute or claim regarding a third-party service facilitated through our platform, we encourage you to report it to us. We will try to assist by providing available information or coordinating with the provider to address the issue. This assistance is a goodwill effort and does not amount to an admission of liability or a waiver of the above exclusion.
User Indemnity
You agree to indemnify and hold harmless ZOKTO (and VYSN, its affiliates, officers, and employees) from any claims, demands, damages, or other losses, including reasonable attorneys' fees, arising out of or related to: (a) your use or misuse of the Services; (b) your violation of any term of these Terms or of any applicable law or regulation; (c) your infringement of any intellectual property or other rights of any third party; or (d) any content you provide to us (if applicable) causing damage to a third party. This indemnification obligation will survive termination of your account or these Terms.
Force Majeure
ZOKTO shall not be considered in breach of its obligations or liable for any delay or failure in performance resulting from events or circumstances beyond its reasonable control, including acts of God, pandemics, governmental actions, network or power failures, cyber-attacks, riots, or labor disturbances.
11. Intellectual Property
ZOKTO Platform IP
All rights, title, and interest in and to the ZOKTO platform and Services, including software, mobile application, website, logos, trademarks, content, and design, are owned by or licensed to VYSN Technologies Pvt. Ltd. They are protected by applicable intellectual property laws. You are granted a limited, revocable, non-transferable license to use the platform for personal use as per these Terms. You may not copy, modify, distribute, sell, or lease any part of our software or materials, nor may you reverse engineer or attempt to extract the source code of that software, unless laws permit it.
User Feedback
If you choose to provide feedback, suggestions, or ideas to ZOKTO (for example, improvements to features), you agree that we can use and share such feedback for any purpose without any compensation to you. We do not treat feedback as confidential.
Third-Party Content
Any third-party names, logos, or content (for example, pharmacy names, lab brand names, or external links) that appear on ZOKTO are the property of their respective owners and are used on the platform only for identification or informational purposes. Such use does not imply endorsement.
12. Privacy and Data Protection
Your privacy is extremely important to us. Our practices on how we collect, use, and protect your personal data (including health information) are outlined in our Privacy Policy. By using ZOKTO, you also agree to the terms of the Privacy Policy. Key points include:
- • We comply with applicable data protection laws in India, including the Information Technology Act, 2000 and the Digital Personal Data Protection Act, 2023, which govern handling of personal and sensitive personal data.
- • We will collect and process your personal information and health data only for legitimate purposes related to providing you services, and with your consent. This includes sharing relevant data with Doctors and Partners as needed to serve you.
- • We implement reasonable security practices and procedures to safeguard your data. However, no system is 100% secure, so we also request you to maintain confidentiality of your account credentials and use caution when sharing information.
- • You have rights regarding your data, such as accessing it, correcting inaccuracies, or requesting deletion, as described in the Privacy Policy.
Please read the full Privacy Policy for details. If you have any privacy-related questions, you can reach out to our Grievance/Privacy officer at the contact provided below.
13. Modification and Termination
Updates to Terms
We may amend or update these Terms of Use from time to time to reflect changes in the law or our services. When we do, we will update the "Last updated" date at the top. For significant changes, we may also notify you via the app or email. By continuing to use the Services after any revision becomes effective, you agree to be bound by the updated Terms. If you do not agree with the changes, you must stop using ZOKTO and may request deletion of your account/data per the Privacy Policy.
Suspension/Termination
We reserve the right to suspend or terminate your access to ZOKTO at our discretion if we believe you have violated these Terms, any applicable law, or if your use may cause harm or risk to us, other users, or partners. We will attempt to notify you of such action and the reason, unless legally prohibited. If you wish to terminate your own account, you may do so by contacting us. Even after termination, certain sections of these Terms (like liability, indemnity, governing law) will continue to apply.
14. Governing Law and Dispute Resolution
Governing Law
These Terms and any transactions between you and ZOKTO are governed by the laws of India, without regard to conflict of law principles.
Jurisdiction
In the event of any disputes arising from or related to the Services or these Terms, the courts located in Hyderabad, Telangana, India shall have exclusive jurisdiction. You agree to submit to the personal jurisdiction of these courts. (However, ZOKTO reserves the right to seek injunctive relief in any appropriate jurisdiction if necessary to protect its intellectual property or confidential information.)
Consumer Disputes
We hope to resolve any concerns or disputes amicably through our customer support and grievance redressal mechanisms. If you have any issue, please contact us as per Section 15 below. In case we are unable to resolve a dispute, you may also seek recourse under the Consumer Protection Act, 2019 (including approaching the appropriate Consumer Commission), as per Indian consumer law.
15. Grievance Redressal and Contact Information
Customer Support
For any general queries, issues with the app, or service-related support, you can reach out to our customer care at info@zokto.in or via the in-app support chat. We strive to respond promptly and resolve your concerns.
Grievance Officer
In compliance with the Information Technology Act, 2000 and Consumer Protection (E-Commerce) Rules, 2020, we have appointed a Grievance Officer to address user grievances. If you have a specific complaint regarding content, data privacy, or any legal grievance, you may contact our Grievance Officer at:
Name: Uma Mahesh
Email: info@zokto.in
Postal: Grievance Officer – VYSN Technologies Pvt. Ltd., address as below.
We will acknowledge grievances within 48 hours and aim to resolve them within one month or as per applicable law.
Communications
Official communications from ZOKTO to you will be made via email to the address associated with your account or via in-app notifications/WhatsApp (for service messages). Notices to ZOKTO should be sent via email or registered post to our address provided.
Thank you for reading these Terms. By clicking "Accept" or using ZOKTO, you acknowledge that you have understood and agree to all the above. We are committed to providing you a safe and convenient healthcare experience under these guidelines.
Registered Office & Contact
VYSN Technologies Private Limited (Operator of "ZOKTO")
7-1/99, 6 58, Sai Prabhat Nagar,
Temple City, Trunk Road (Khammam),
Khammam (Urban), Khammam – 507003, Telangana, India.
CIN: U62099TS2025PTC198900 | MSME: UDYAM-TS-04-0046922 | DPIIT: DIPP213309
Email: info@zokto.in