Booking Terms and Conditions

Last updated Mar 2024

This is a summary of our key Booking Terms and Conditions. It should not be a substitute for reading the full version below.

The Services you can buy or book via Zoctor are sold by our Partners and not by us. We are only responsible for arranging and concluding your booking and we have been appointed by our Partners to act as their commercial agent to do so.
If you pay for Services from our Partners through our Website or App or WhatsApp, we may collect and receive your payment on behalf of the relevant Partner in our capacity as their commercial agent. In this event, our successful receipt of your payment will discharge your debt to the Partner for the Services.
The contract for the Services is directly between you and the relevant Partner. We are not liable for the Services you receive from our Partners. However, please do let us know if you encounter a problem or if the Service you receive at a venue falls short of your expectations and we’ll do our best to help.
Please check all details and any restrictions relating to a Service thoroughly before booking.
Please ensure that any medical or other allergy/health information is disclosed to Partners before your appointment or stay.
Zoctor reserves the right to deactivate a Customer’s Zoctor account in the event of a breach of these Booking Terms and Conditions and/or where the Customer acts in a way that is inappropriate, abusive or otherwise unacceptable towards our Customer Experience team or employees of a Partner, either in communications via phone or email, or in person at the Partner’s venue.
If you want to reschedule or cancel a Dated Booking (and provided that rescheduling or cancellation (as applicable) is not prohibited by these Booking Terms and Conditions) this can be requested and completed by either:
- Using your Zoctor account via the Website or the App (if available);
- Following the link in your Bookings Confirmation email;
- Directly with the Partner; or
- Contacting our Customer Experience team
You may cancel a Dated Booking provided the appointment is not due to take place in the next 2,6,12, 24, 48 or 72 hours, as selected by the Partner. In such cases we can offer you a full refund. If however the appointment is due to take place within the next 2, 6, 12, 24, 48 or 72 hours, as selected by the Partner, you will not be entitled to a refund.

Booking Terms and Conditions carefully before you complete any transactions via the Website or App or WhatsApp as these Booking Terms and Conditions will apply to your transaction. We recommend that you print a copy of these Booking Terms and Conditions for future reference. If you do not agree with these Booking Terms and Conditions, you must not use our website or App or WhatsApp to make a booking.

1. Defined Terms

For ease of reference the following terms shall having the following meanings in these Booking Terms and Conditions:

“App” means the Zoctor Customer mobile application software available for download from iTunes and Google Play; (Coming soon)
“Customer“, “you” and ““your” means you, the buyer of any Services;
“Dated Booking” means an appointment at a specific time/date with a particular Partner for the provision of Services whether made via the Website or App or WhatsApp, including Appointment Bookings and Widget Bookings;
“Bookings” has the meaning given in section 3.1 below;
“Bookings Confirmation” has the meaning given in section 3.4 below;
“Partner(s)” means our selected third-party providers of goods and services who offer their goods and services for sale via our Website or App or WhatsApp;
“Partner Contract” has the meaning given in section 2.3(b) below;
“Services” means any products, goods and/or services of a Partner offered for purchase or booking via the Website or App or WhatsApp;
“Zoctor Contract” has the meaning given in section 2.3(a) below;
“WhatsApp” meaning a third-part service provider

2. Introduction and relationship between you, us and third-party partners

This Website or App or WhatsApp are operated by Zoctor, a Sole trader registered in India under the sole proprietorship and whose registered office is at Kizhakke Vallappil, Mattul North, Kannur, Kerala., with GST registration number 32BWQPM6509M1ZZ (“Zoctor“, “us“, “we” or “our” for short).
The Website or App or WhatsApp allow you to book and pay for a broad range of consultation services from a variety of Hospital (our Partners). Those services are provided by our various Partners and not by us. The provision of the Services booked via our website or App or WhatsApp is the responsibility of the Partner which provides them. In the event you pay for Services via the Website or App or WhatsApp, your payment will be received by us acting as commercial agent on behalf of the Partner. If we receive payment as commercial agent on behalf of the relevant Partner, our receipt of the correct payment will discharge your debt to that Partner.
The legal implications of this is that when you purchase Services, with the exception of Bookings made using the “Pay at Venue” option on the Web or App where no binding contract is formed, it will create two binding legal contracts:
1. a contract between you and Zoctor (under which Zoctor has certain responsibilities to you in relation to the purchase or booking) (the “Zoctor Contract”). That contract is made based on these Booking Terms and Conditions; and

a contract between you and the relevant Partner in respect of the provision or supply of the Services which you book through the Website or App or WhatsApp (the “Partner Contract”). That contract is subject to certain provisions of these Booking Terms and Conditions including the cancellation period selected by the Partner, which we will notify you of before you make a booking on the relevant Partner’s page on the Website or App or WhatsApp.
All Services available for purchase on the Website or App or WhatsApp are offered by Zoctor on behalf of its Partners. That is, Zoctor takes and concludes your bookings as a commercial agent for its Partners. Therefore, we are not responsible or liable to you for the actual Services that are booked through the Website or App or WhatsApp.
We amend these Booking Terms and Conditions from time to time as set out in clause 12. Every time you wish to make a Bookings on the Website or App or WhatsApp, please check these Booking Terms and Conditions to ensure you understand the terms which will apply at that time.

3. Bookings and how the contract is formed between you and us

There are two types of Bookings (“Bookings“) you can make on the Website or via our App: (a) Bookings for Services and (b) Bookings for Zoctor.
In respect of Bookings for Services, there are two ways you can place your Bookings:
1. a Dated Booking;

The Bookings process allows you to check and amend any errors before submitting your Bookings to us. Please take the time to read and check your Bookings at each stage of the Bookings process and before finally submitting your Bookings.
We are appointed as the commercial agent of the Partner to conclude Dated Bookings on its behalf and the Partner Contract will be formed when we send you a written confirmation (usually by email) (“Bookings Confirmation“). In respect of Bookingss for Zoctor Gift Cards and eVouchers, receipt of an electronic voucher (if earlier) will count as a Bookings Confirmation. Your Bookings Confirmation is your receipt from Zoctor. If you require a GST receipt you need to contact the Partner directly. See clause 10.2 for more information.
For Dated Bookings, if you wish to reschedule your appointment details (time/date) (in whole or in part) after you have received a Bookings Confirmation, provided your appointment is not due to take place within the next 1 hour (or otherwise as determined by the Partner and as shown on the booking page before you make your appointment), then please either do so via the Website or App or WhatsApp (if available), by following the link in your Bookings Confirmation, by contacting us via Web, or directly with the Partner, and we will endeavour to offer you a suitable alternative time and/or date. Please note that our ability and the Partner’s ability to accommodate your request will be subject to the Partner’s availability during the time you wish to reschedule. If we are unable to accommodate your request to reschedule your appointment, whether or not you are eligible for a refund will depend on whether or not your appointment is due to take place in the next 24, 48 or 72 hours (as determined by the relevant partner)
If your appointment is not due to take place within the next 24, 48 or 72 hours (as determined by the relevant Partner), your appointment will be treated as cancelled by you and you will receive a refund; or

If your appointment is due to take place within the next 24, 48 or 72 hours (as determined by the relevant Partner), your appointment will be treated as cancelled by you and you will not receive a refund.

Please note you cannot reschedule your appointment details (time/date) (in whole or in part) where your appointment is due to take place within the next 1 hour.

If you wish to cancel a Bookings before you have received a Bookings Confirmation, please contact us. If you wish to cancel a Partner Contract (i.e., if you wish to cancel a Bookings after you have received a Bookings Confirmation), please refer to our cancellation policy in clause 5 below.
Please note, as set out in our Website & App Terms of Use, we reserve the right to withdraw access to our website and/or App and/or cancel any Bookings in the event that you fail any credit or fraud prevention check or where we reasonably suspect fraud or money laundering by you or someone using your account.

4. Services

Our Partners are under a legal duty to provide Services that are in conformity with the relevant Partner Contract.
All Services shown on the Website or App or WhatsApp are subject to availability and the images and/or descriptions of the Services on the Website or App or WhatsApp are for illustrative purposes only and actual Services may vary from those images and/or descriptions. We require our Partners to ensure that all information provided by them for display on their page of the Website or App or WhatsApp is accurate, complete and not misleading in any way but we cannot verify the information which they provide to us. It will be each Partner’s responsibility to ensure that all of its Services listed on the Website or App or WhatsApp are available and accurately described.
If you are a consumer, you have legal rights in relation to services that are not performed with reasonable care and skill or are otherwise not as described. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office. Nothing in these Booking Terms and Conditions will affect these legal rights.
It is your (or the person receiving the Services) sole responsibility to communicate in advance any medical or health-related conditions and/or special needs to the Partner that might affect or be affected by any Services (for example without limitation, allergy information and health issues). Subject to clause 11.3, if you (or the relevant recipient of the Services) fail to disclose any such information to the applicable Partner, neither Zoctor nor the relevant Partner shall be liable to you (or the recipient of the Services) for any injury, loss or damages resulting from the Services that could reasonably have been avoided if you (or the recipient of the Services) had disclosed that information prior to receiving the Services.

5. Cancellations

In addition to your other legal rights, you may in certain circumstances have the right to cancel a Partner Contract and/or Zoctor Contract (as applicable) and receive a refund or a credit note in accordance with the terms set out in this clause 5.

If you change your mind about a Bookings for a Spa Booking, a Dated Booking (excluding Spa Bookings), a Widget Booking, an eVoucher or a Zoctor Gift Card and wish to cancel it, the following cancellation terms apply:
- Dated Bookings

You may cancel (in whole or in part) a Dated Booking up to 24, 48 or 72 hours (as determined by the relevant Partner) prior to your appointment taking place and we can offer you a full refund of the applicable amount via the original method of payment. However, if you cancel within the 24, 48 or 72 hours (as determined by the relevant Partner) prior to your appointment taking place, you will not be eligible for a refund.
Cancellations of Dated Bookings must be made by one of the following methods:
1. using your Zoctor account via the Website or by using the App (if available);
1. following the link in your Bookings Confirmation;

directly with the Partner; or

please contact us via web

PLEASE NOTE THAT IN A SMALL A NUMBER OF CIRCUMSTANCES IT MAY NOT BE POSSIBLE TO CANCEL A DATED BOOKING BUT WE WILL DRAW THIS TO YOUR ATTENTION BEFORE YOU PLACE YOUR BOOKINGS SO THAT YOU CAN DECIDE WHETHER OR NOT YOU ARE PREPARED TO PROCEED WITH ENTERING INTO THE CONTRACT ON THAT BASIS.
PLEASE NOTE THAT NO REFUND WILL BE GIVEN WHERE A CANCELLATION IS ATTEMPTED

24, 48 OR 72 HOURS (AS DETERMINED BY THE RELEVANT PARTNER) OR LESS FROM THE TIME OF THE SCHEDULED APPOINTMENT.

6. Resolving Issues

We care about your experience and want to ensure we maintain the highest standards possible and so if you would like to make a complaint about one of our Partners or their Services, please either:
1. speak to the Partner yourself to try and resolve the issue;
1. leave an honest review on the Website or via the App to reflect your experience; and/or

Please contact us via web and we’ll do our best to help.

Following receipt of a complaint we will contact the Partner to try and resolve the issue on your behalf. If we are unable to resolve the issue following contact with the Partner, if we consider it to be fair in all the circumstances, we may at our sole discretion elect to:

give you a credit note for the disputed/complained about amount of your Bookings (to be redeemed on the Website or the App to reduce the purchase price of any Services); or
as a last resort or in extreme circumstances and always at our sole discretion refund the disputed/complained about amount directly to you via the original method of payment. Please note that it might take up to 30 days to receive a full refund in such cases.
IMPORTANT NOTE: PLEASE DO BEAR IN MIND THAT WHILE WE TAKE ALL COMPLAINTS ABOUT OUR PARTNERS VERY SERIOUSLY AND WILL ALWAYS DO WHAT WE CAN TO HELP TO RESOLVE THEM, WE ARE NOT RESPONSIBLE TO YOU FOR THE SERVICE(S) WHICH THE PARTNERS PROVIDE AND ARE UNDER NO OBLIGATION TO PROVIDE YOU WITH A REFUND OR CREDIT NOTE IN THE EVENT YOU ARE DISSATISFIED WITH SERVICES WHICH YOU HAVE RECEIVED FROM OUR PARTNERS.
In the event you have a negative experience with Zoctor or one of our Partners, you may be entitled to a credit note to spend on the Website and/or App equivalent to the full value of your Bookings (the “Zoctor Guarantee“). Please note that the following limitations apply to your ability to benefit from the Zoctor Guarantee and Zoctor’s decision to apply the Zoctor Guarantee remains at the sole discretion of Zoctor. Please note that Zoctor is currently running a trial of the Zoctor Guarantee and it may be revoked at any time at Zoctor’s sole discretion:
You will only be eligible for a credit note refund if it is claimed within two weeks of your appointment;

You can only claim a credit note refund pursuant to the Zoctor Guarantee a maximum of three times in each calendar year;
You will only be eligible if you attended your appointment;

No cash alternative is available, the Zoctor Guarantee is strictly limited to a credit note to be redeemed against a purchase on the Website/and or App;
Credit notes issued pursuant to the Zoctor Guarantee will expire 6 months from the date of issue.

It only applies to Dated Bookings paid for at the time of booking, in accordance with clause 10.3, and not for “Pay at Venue” bookings; and
It only applies to your first Dated Booking (excluding Spa Bookings and Widget Bookings) made at a particular Partner venue.

7. Price and Payment

Prices and any applicable delivery and/or processing charges will be as quoted on the Website or App or WhatsApp but may be subject to change by Zoctor or Partners at any time (in which case the Website or App or WhatsApp will be updated accordingly) and it is possible that, despite our best efforts, some of the pricing and other information

shown for certain Services is incorrect. If the Service’s correct price at the time of your Bookings is higher than the price stated to you, we will contact you for your instructions before we accept your Bookings. If your Bookings has been accepted and you have been sent a Bookings Confirmation before the pricing error was realized, if the pricing error is obvious and could reasonably have been recognized by you as a pricing error, we will provide you with the option of reconfirming your Bookings at the correct price, failing which the Bookings will be cancelled. Where a Bookings is cancelled, we will refund you any sums you have paid.

The Partner has full responsibility for accounting for GST on the total value of the Bookings, where applicable. Zoctor does not charge you GST on Bookings as the Services are provided by the Partner, not by Zoctor. As a result, Zoctor cannot provide you with a GST invoice in respect of your Bookings. You will need to contact the Partner direct to obtain a GST invoice, where applicable.
Unless it is available and you have opted for “Pay at Venue” (see clause 10.7 below), payment for all Services must be made at the time of booking in Indian Rupees by UPI or credit or debit card, or via a third-party payment processor such as RazorPay or by using the online payment facility (“Payment Facility“). If you do choose to pay via a third-party payment processor, you will be redirected to their site to make payment and will be subject to their terms and conditions, privacy policy and other terms of use. Please check those carefully before confirming your Bookings. You will be responsible for protecting the confidentiality of your website or App or WhatsApp user ID and any password or other security information used by you to access your account on the Payment Facility. Any currency conversion costs or other charges incurred by you in making a payment will be borne by you in addition to the price due to us.
Payments made through the Payment Facility are processed by third party payment services providers. Zoctor takes reasonable care to ensure that the Payment Facility is available and functioning at all times, but cannot guarantee continuous, uninterrupted or secure access to such Payment Facility, nor can we guarantee that the facility is virus or error free. We use third party payment service providers to process payments and because there are many factors beyond our control (such as delays in the banking system or in card networks), we cannot predict or guarantee the amount of time needed to complete the processing of your payment. Access to the Payment Facility may be occasionally restricted to allow for repairs, maintenance or the introduction of new facilities or services. We will attempt to provide reasonable notice of any scheduled interruptions to such Payment Facility and will do what we can to restore the facility as soon as reasonably possible.
If you pay for Services via the Payment Facility, Zoctor will collect the payment in its capacity as the commercial agent of the relevant Partner. Once Zoctor has successfully received your payment for the Services, this will discharge your debt to the Partner on whose behalf Zoctor has collected the payment.
For certain Dated Bookings, there may be an option for you to make a “Pay at Venue” booking. This means that you can make the Bookings but then pay for it directly to the Partner at the time of the appointment (i.e., not pay for the Bookings in advance through the Payment Facility). Please note, this option is not available in all circumstances. This option will only appear if the Bookings and the Partner are both eligible for “Pay at Venue”.

Please also note that on the Website and App, you are only permitted to have up to three Pay at Venue bookings at any one time.

Please note that when you make a “Pay at Venue” Bookings on the Website or App or WhatsApp, you are still entering into a binding legal contract in respect of the Bookings and once your Bookings Confirmation is sent and the Partner Contract has been formed, you must pay the Partner in full when you (or the recipient of the Services) attend the appointment. If you fail to show up to an appointment that you have not paid for you will still be liable to the Partner for the full amount due under the Partner Contract, unless cancelled in accordance with clause 5. In all cases the Partner Contract will be subject to these Booking Terms and Conditions including the cancellation period selected by the Partner.

8. Liability

Where we have been negligent and/or breached a contractual obligation to you, we will be liable for any loss or damage you suffer as a result, provided that loss and/or damage is foreseeable. Loss or damage is foreseeable if it is an obvious consequence of our negligence or breach of contract, or would have been considered by you and us to be a likely consequence of it at the time we entered into the Zoctor Contract.
We do not accept any liability for the following types of loss, whether caused by breach of contract, tort (including negligence) or otherwise, even if the loss is foreseeable: loss of income or revenue; loss of business; loss of profits; loss of anticipated savings; or waste of management or office time.
We do not exclude or limit our liability for death or personal injury arising from our negligence, for fraud or fraudulent misrepresentation, or for any other liability which cannot be excluded or limited under English law.

9. Our right to vary these Booking Terms and Conditions

We may revise these Booking Terms and Conditions from time to time in the following circumstances:

if we change the process for accepting payment from you;

if there are changes in relevant laws and regulatory requirements; and/or

if there are any other changes to our business that reasonably mean we need to amend these Booking Terms and Conditions..

10. General

All communications and notices from you must be sent via this web form or by post to Zoctor, Kizhakke Vallappil, Mattul North, Kannur, Kerala. Zoctor may communicate and give notice to you via post, email or by posting notices on the Website or App or WhatsApp.
Please note our customer support hours are: 10am-8pm Monday to Friday.

Zoctor reserves the right to deactivate a Customer’s Zoctor account in the event of a breach of these Booking Terms and Conditions and/or where the Customer acts in a way that is inappropriate, abusive or otherwise unacceptable towards our Customer Experience team or employees of a Partner, either in communications via phone or email, or in person at the Partner’s venue.
If any of these Booking Terms and Conditions are determined by a competent authority to be invalid, unlawful or unenforceable to any extent, such term, condition or provision will to that extent be severed from the remaining terms, conditions and provisions which will continue to be valid to the fullest extent permitted by law.
These Booking Terms and Conditions will be governed by and construed in accordance with the laws of India. You and we each agree that the India- Kerala courts will have non-exclusive jurisdiction over any claim or dispute arising from, or related to, the Bookings and/or supply of Services via the Website or App or WhatsApp.