1. Introduction

Welcome to East Coast Hospitals (“Hospital”, “ECH”, “we”, “our”, or “us”). These Terms and Conditions (“Terms”) govern your access to and use of the East Coast Hospitals website, mobile applications, patient portal, online appointment booking system, teleconsultation platform, laboratory services, diagnostic services, online payment services, and any other digital platforms operated by East Coast Hospitals.

By accessing or using any of our services, you acknowledge that you have read, understood, and agree to be legally bound by these Terms and Conditions. If you do not agree with these Terms, you must discontinue use of our website and services immediately.

These Terms constitute a legally binding agreement between East Coast Hospitals and every visitor, patient, caregiver, attendant, guardian, registered user, healthcare professional, or any other individual accessing our digital platforms.

2. Definitions

For the purpose of these Terms:

• “Hospital” means East Coast Hospitals together with its departments, clinics, branches, affiliates, subsidiaries, employees, consultants, doctors, nurses, technicians, administrators, and authorized representatives.
• “Website” means the official website operated by East Coast Hospitals together with all associated webpages, portals, mobile applications, APIs, and digital platforms.
• “User” means any individual accessing, browsing, registering, booking appointments, making payments, using teleconsultation services, submitting medical information, or otherwise interacting with the Hospital’s digital services.
• “Patient” means any individual receiving or intending to receive medical consultation, diagnosis, treatment, surgery, laboratory services, pharmacy services, emergency care, or healthcare-related services from East Coast Hospitals.
• “Healthcare Professional” means doctors, specialists, consultants, surgeons, nurses, pharmacists, technicians, therapists, dieticians, psychologists, physiotherapists, or any medical professional associated with East Coast Hospitals.

“Services” include but are not limited to:

• Appointment booking, doctor consultation, and telemedicine
• Diagnostic services, laboratory investigations, and radiology services
• Pharmacy services, health packages, and health records
• Online payments, emergency information, and wellness services
• Preventive healthcare, vaccination programs, health education, and medical content published on the website

3. Eligibility

You represent and warrant that:

• You are at least eighteen (18) years of age or are accessing the Services under the supervision of a parent or legal guardian.
• You possess the legal capacity to enter into a binding agreement under applicable laws.
• The information provided by you is accurate, complete, and up to date.
• You will use the Services only for lawful purposes.
• You will not impersonate another person or provide false identity information.
• You are authorized to act on behalf of the patient if booking appointments or accessing records for another individual.

The Hospital reserves the right to refuse or terminate access if any information provided is found to be inaccurate, misleading, fraudulent, or unlawful.

4. Acceptance of Terms

By using our Services, you agree to comply with:

• These Terms and Conditions
• Privacy Policy and supporting policies
• Cookie Policy, Appointment Booking Policy, Teleconsultation Policy, and Refund Policy
• Applicable Indian laws, Medical Council guidelines, Digital Personal Data Protection Act, 2023, and Information Technology Act, 2000 and applicable rules

Failure to comply with these Terms may result in suspension or termination of your access to the Services.

5. Scope of Services

East Coast Hospitals provides various healthcare-related services through its digital platforms, including but not limited to:

Medical Consultations

• Outpatient consultations, specialist consultations, follow-up consultations, and preventive healthcare consultations

Teleconsultation

Where available, eligible patients may consult registered healthcare professionals through secure digital platforms. Teleconsultation services are subject to applicable laws and medical guidelines.

Appointment Booking

Users may request appointments through online booking systems. Appointment confirmation remains subject to doctor availability, hospital schedules, emergency situations, and administrative approval.

Diagnostic Services

Users may schedule laboratory investigations, imaging studies, radiology procedures, pathology tests, and preventive health screenings.

Health Packages

The Hospital may periodically offer preventive health packages, wellness programs, executive health check-ups, vaccination drives, and corporate healthcare services.

Online Payments

Users may pay consultation fees, diagnostic charges, health package fees, admission deposits, or other applicable charges through approved payment gateways.

6. User Account Registration

Certain Services may require account registration. Users agree to:

• Provide accurate information and maintain updated contact details
• Keep login credentials confidential
• Notify the Hospital immediately regarding unauthorized account access
• Accept responsibility for all activities occurring under their account

The Hospital shall not be liable for any losses resulting from unauthorized use of user credentials due to negligence by the user.

7. Appointment Bookings

Appointments requested through our digital platforms do not constitute guaranteed confirmation. Appointment confirmations are subject to doctor availability, medical emergencies, public holidays, equipment availability, and hospital operational requirements.

The Hospital reserves the right to reschedule appointments, cancel appointments, assign another qualified healthcare professional where appropriate, or modify consultation timings without prior notice due to emergencies or unforeseen circumstances.

Patients are encouraged to arrive at least 15 to 30 minutes before their scheduled appointment. Late arrivals may require rescheduling depending upon doctor availability.

8. Emergency Services Disclaimer

The Website and digital platforms are not intended for emergency medical situations. If you believe you are experiencing a medical emergency, including but not limited to chest pain, difficulty breathing, severe bleeding, stroke symptoms, loss of consciousness, or seizures, you should immediately contact your local emergency medical services or visit the nearest emergency department.

East Coast Hospitals does not guarantee immediate medical response through its website, email, online forms, or teleconsultation platform.

9. Teleconsultation Services

Teleconsultation services are intended for appropriate medical conditions as determined by the consulting healthcare professional. The Hospital reserves the right to decline teleconsultation where physical examination is necessary, recommend in-person consultation, refer patients to emergency care, or reschedule consultations due to technical issues or clinical requirements.

Patients acknowledge that telemedicine has inherent limitations compared to physical examination. The Hospital shall not be liable for outcomes arising from limitations inherent in virtual consultations where reasonable medical care has been exercised.

10. Patient Responsibilities

Patients agree to:

• Provide complete and truthful medical history and disclose allergies
• Inform doctors regarding current medications and follow prescribed treatment plans
• Attend scheduled follow-up appointments and inform healthcare professionals regarding any adverse reactions
• Respect hospital staff and other patients, and avoid abusive, threatening, or unlawful conduct

Patients remain responsible for decisions regarding their healthcare after consultation with medical professionals.

11. Prohibited Activities

Users shall not:

• Upload malicious software or attempt unauthorized access
• Reverse engineer website systems or copy website content without permission
• Use automated bots for data extraction or impersonate hospital staff
• Publish false or defamatory content or interfere with website operations
• Violate applicable laws

Violation may result in suspension of access and legal action where appropriate.