SaathWell Terms of Service

Effective / Last updated: July 30, 2026

These Terms of Service ("Terms") govern use of the SaathWell website, applications, subscriptions, care-management services, teleconsultations, home services, and related features (collectively, the "Services"). By creating an account, purchasing a plan, accepting an order form, or using the Services, you agree to these Terms. A Patient's consent to healthcare and disclosure of medical information is separately required.

1. Who provides the Services

The Services are offered by Wonksknow Technologies India Pvt. Ltd under the SaathWell name (referred to as "SaathWell," "we," "us," or "our"). SaathWell is part of Wonksknow Technologies India Pvt. Ltd. SaathWell may provide parts of the Services through employees, contracted professionals, diagnostic laboratories, phlebotomy providers, technology vendors, and other partners.

Licensed doctors and other regulated professionals remain responsible for their own professional judgment and duties. A laboratory remains responsible for tests and reports it performs. SaathWell coordinates the service but does not direct a clinician to make a particular medical decision.

2. User roles

• Patient: the adult receiving healthcare or wellness services.
• Subscriber: the person or organization purchasing or arranging a plan.
• Authorized Family Member: a person the Patient or lawful representative permits to access specified information or participate in care coordination.
• Caregiver: a person assisting the Patient, who may or may not have record-access authority.
• User: any person accessing the website, app, or Services.

3. What SaathWell provides

Depending on the selected plan, location, clinical need, and availability, the Services may include periodic home sample collection, laboratory testing, doctor review of current and prior information, video consultations, care-manager check-ins, health-trend displays, reminders, geriatric or wellness screenings, dietitian-developed guidance, physiotherapist-developed activity plans, selected consultations, in-person home visits, and specialist coordination.

The checkout page, order form, or plan confirmation describes what is included. Marketing summaries are not a promise that every listed service is clinically appropriate, available in every location, unlimited, or included without conditions.

SaathWell may modify features or partners to improve safety, availability, or legal compliance, while providing materially equivalent core benefits or an appropriate remedy where required.

4. Eligibility and service area

Users must be at least 18 and legally capable of entering a contract. The Patient must be located in an area SaathWell supports and must be suitable for the relevant home or remote service.

SaathWell may decline or pause enrollment where needs exceed the scope of preventive and longitudinal care, home access is unsafe, required professionals are unavailable, legal authority is unclear, information is materially incomplete, or another care setting is more appropriate.

5. Patient consent and family authorization

A Subscriber may purchase or request setup for another adult, but the Patient must ordinarily consent before clinical services begin and before health information is shared. The Subscriber represents that initial contact information was provided lawfully and that the Subscriber will not impersonate the Patient or falsely claim authority.

The Patient controls who can view records and the scope of access. A lawful representative may act only within documented legal authority. SaathWell may request identity or authority documents and may suspend family access while an authorization dispute is reviewed.

Revoking family access does not cancel the Patient's plan or erase records that must be retained.

6. Not an emergency service

SaathWell is not an emergency department, ambulance dispatch service, or continuously monitored service. Do not use chat, email, reminders, or scheduled calls for an emergency.

For chest pain, severe breathing difficulty, stroke symptoms, loss of consciousness, major bleeding, suicidal intent, a serious fall, or another urgent or life-threatening concern, call the local emergency number and seek in-person care immediately.

A SaathWell professional may provide limited first-aid guidance or referral support when appropriate, but telemedicine should not delay emergency evaluation.

7. Medical judgment and limitations of remote care

A doctor decides whether available information is sufficient for teleconsultation, whether video or an in-person examination is needed, whether tests or referrals are appropriate, and whether the consultation should stop. The Patient may also stop a teleconsultation.

Remote care has limitations, including inability to perform a complete physical examination, possible incomplete or inaccurate home measurements, technology failure, and delayed availability of external records. A clinician may require in-person care before diagnosing, prescribing, or changing treatment.

SaathWell supports and coordinates care; it does not replace all primary, emergency, hospital, or specialist care. Patients should continue relationships with their existing doctors unless those doctors advise otherwise.

8. Laboratory tests and home collection

Home sample collection and testing may be performed by third-party laboratories or collection partners. Collection timing, preparation, sample quality, transport, report timing, reference ranges, and test accuracy can be affected by factors outside SaathWell's control.

A repeat collection or confirmatory test may be necessary. A result shown as within a laboratory range is not necessarily clinically normal for a particular Patient, and an abnormal result does not by itself establish a diagnosis.

"Need-based additional tests" means tests reasonably recommended through the care process and included under the applicable plan or written approval. It does not mean every test, imaging study, genetic test, procedure, or specialist service is included.

9. Screenings, nutrition, and movement guidance

Mood, cognitive, nutrition, frailty, fall-risk, and functional tools are screening aids. They can produce false-positive or false-negative results and do not by themselves diagnose depression, dementia, malnutrition, or another condition.

General nutrition or activity material is not a substitute for individualized medical assessment. Patients should stop an activity and seek advice for pain, dizziness, breathlessness, weakness, or other concerning symptoms.

Dietitian or physiotherapist consultations are included only when stated in the plan and remain subject to professional scope, availability, and the Patient's needs.

10. Care managers and communications

Care managers help schedule, collect information, encourage adherence, explain service logistics, and escalate concerns. Unless separately licensed and acting in that capacity, a care manager does not diagnose, prescribe, or replace a doctor.

Messages may be sent at any time, but they are not continuously monitored. Response times depend on business hours, clinical urgency, and team availability. Any response-time commitment stated in a specific plan or service-level agreement controls.

Users consent to necessary service communications by phone, email, SMS, WhatsApp, app notification, or similar channels. Standard carrier and data charges may apply. Marketing consent is separate and can be withdrawn.

11. Continuity and scheduling

SaathWell aims to provide continuity with a familiar doctor and named care manager, but cannot guarantee the same person for every interaction. Substitution may occur due to leave, licensing, location, safety, availability, clinical fit, or termination of a professional relationship.

Appointment and first-visit timelines are estimates unless expressly guaranteed in writing. Delays may result from Patient availability, fasting requirements, holidays, weather, local conditions, laboratory capacity, technology, or events beyond reasonable control.

12. User responsibilities

• Provide complete and accurate information, including symptoms, medications, allergies, prior results, treating doctors, and changes in condition.
• Follow test preparation and sample-collection instructions and obtain appropriate in-person or emergency care when advised.
• Ensure a safe, lawful, hygienic, and accessible environment for home personnel, including control of pets and disclosure of known hazards.
• Treat staff and partners respectfully and comply with the Acceptable Use Policy.
• Use only an account and records the User is authorized to access and keep login credentials and one-time codes secure.
• Review reports and recommendations and ask questions promptly. Reminders are a convenience and must not be the only method used to manage critical medication or appointments.

13. Accounts, identity, and security

Account information must be accurate and current. SaathWell may use one-time passwords, identity checks, registered phone numbers, or other reasonable methods to confirm Users, Patients, clinicians, and representatives.

Users are responsible for activity under their accounts except to the extent caused by SaathWell's breach of duty. Suspected compromise must be reported promptly to suchin.ravi@wonksknow.com.

Shared household devices should be locked, and downloaded reports should be stored and transmitted securely.

14. Fees, subscriptions, taxes, and currency

Fees, included services, service period, taxes, and currency are shown at checkout or in an order form. Currency conversion and card-issuer fees may be charged by a bank or payment provider.

A plan does not auto-renew unless renewal terms are clearly disclosed and authorized. Where auto-renewal applies, the User may cancel future renewal through the stated method before the renewal date.

A failed payment may pause non-urgent Services after reasonable notice. SaathWell will not withhold an existing medical record solely to compel payment where prohibited by law.

15. Cancellation, rescheduling, and refunds

Plan-specific cancellation and refund terms displayed at checkout or in an order form are incorporated into these Terms.

Unless a different written policy applies, a Subscriber may cancel before onboarding work, laboratory booking, clinical review, home visit, or another included service begins and receive a refund less non-recoverable third-party costs and payment fees where legally permitted. After services begin, SaathWell may deduct the fair value of services performed and committed third-party costs before refunding any eligible unused balance.

If SaathWell cannot provide a material part of a prepaid plan and cannot offer a reasonable substitute, SaathWell will provide an appropriate credit, extension, or prorated refund, subject to applicable law.

Repeated Patient postponement, refusal to provide information, unsafe home conditions, or unavailability does not automatically extend a plan.

16. Records, uploads, and user content

Users may upload reports, prescriptions, images, and other documents. The User retains ownership of lawful content and grants SaathWell and involved providers a limited right to host, copy, organize, analyze, transmit, and display it as needed to provide, secure, and improve the Services and comply with law.

Users must not upload material they lack authority to disclose, altered reports, malicious files, or irrelevant sensitive information. SaathWell may quarantine or remove unsafe content while preserving clinically or legally required records.

Clinical records may not be deleted merely because an account is closed when professional or legal retention duties apply.

17. Third-party providers and services

A User may enter a direct professional or service relationship with a doctor, laboratory, specialist, hospital, payment processor, video provider, or other third party. Their terms, privacy notices, fees, and professional obligations may also apply.

SaathWell selects and coordinates partners using reasonable diligence but does not guarantee that every third party will always be available or that an external facility will accept a referral, appointment, insurance, or payment method.

18. Intellectual property and limited license

SaathWell and its licensors own the website, app, software, branding, designs, educational content, and non-Patient-specific materials. Subject to these Terms, SaathWell grants Users a limited, revocable, non-exclusive, non-transferable license to use the Services for personal care and family coordination.

Users may download or share their own authorized records but may not copy the platform, scrape data, reverse engineer software, resell access, remove notices, or use SaathWell materials to build a competing service except as permitted by law.

19. Acceptable Use Policy

Use of the Services is subject to the SaathWell Acceptable Use Policy, which is incorporated into these Terms. SaathWell may investigate suspected misuse and restrict access to protect Patients, professionals, systems, and others.

20. Privacy

The SaathWell Privacy Policy explains how personal data is handled. A Patient Consent and Family Access Authorization may impose additional or more specific permissions. If there is a conflict concerning disclosure of Patient information, the Patient's valid authorization and applicable healthcare law control.

21. Suspension and termination

A User may stop using the Services and may cancel future renewal as permitted by the applicable plan. SaathWell may suspend or terminate access for non-payment, unsafe or abusive conduct, fraud, unauthorized access, material breach, legal or clinical risk, loss of service availability, or another legitimate reason.

Where clinically appropriate, SaathWell will make reasonable efforts to avoid abrupt discontinuation and to provide notice, records, or referral information. Immediate restriction may be necessary for safety, privacy, or security.

Termination does not eliminate accrued fees, confidentiality duties, record retention, intellectual-property protections, dispute provisions, or other terms that should reasonably survive.

22. No guarantee of outcome

SaathWell is designed to support preventive care, trend awareness, adherence, and coordination. Medicine is uncertain. We do not guarantee prevention, early detection, diagnosis, recovery, control of a condition, avoidance of hospitalization, or a particular health outcome.

Trend flags, alerts, reminders, and software-generated displays support—not replace—professional review. A normal-looking value, lack of an alert, or absence of a call does not establish that the Patient is healthy.

23. Service and technology disclaimers

To the maximum extent permitted by law, non-clinical technology and informational features are provided on an "as available" basis. We do not warrant uninterrupted access, error-free software, perfect interoperability, or that every third-party report will be available immediately.

Nothing in these Terms excludes a warranty, professional duty, or consumer right that cannot lawfully be excluded.

24. Limitation of liability

To the maximum extent permitted by law, SaathWell will not be liable for indirect, incidental, special, exemplary, or consequential loss arising from non-clinical platform use, including loss of data, opportunity, profits, or goodwill.

For claims that may lawfully be limited, SaathWell's aggregate liability will not exceed the fees paid for the affected Patient's plan during the twelve months before the event giving rise to the claim.

The limitations do not apply to liability that cannot legally be limited, including fraud, wilful misconduct, or non-waivable consumer rights, and do not eliminate an individual licensed professional's responsibility for professional negligence under applicable law.

25. Indemnity for misuse

To the extent permitted by law, a User will reimburse SaathWell for reasonable losses and third-party claims caused by the User's intentional misuse, unlawful disclosure of another person's data, infringement of rights, fraudulent authority claim, malicious content, or material violation of these Terms. This clause does not require a Patient to indemnify SaathWell for merely seeking or receiving care.

26. Force majeure

Neither party is responsible for delay or failure caused by events beyond reasonable control, such as natural disasters, epidemics, government action, civil disturbance, labor disruption, power or telecommunications failure, cyberattack by a third party despite reasonable safeguards, transportation disruption, or laboratory shutdown. Payment obligations for Services already delivered are not excused.

27. Complaints and dispute resolution

First contact suchin.ravi@wonksknow.com so the parties can attempt good-faith resolution. Clinical complaints may also be directed to the relevant professional or regulatory body, and privacy complaints to the designated privacy contact.

If a dispute is not resolved within 30 days, the parties may attempt mediation. Subject to non-waivable consumer and statutory remedies, other disputes may be referred to a sole arbitrator under the Arbitration and Conciliation Act, 1996. The seat and venue will be Bengaluru, Karnataka, proceedings will be in English, and the arbitrator may conduct hearings remotely.

Nothing in this section prevents a consumer from approaching a consumer commission or another forum whose jurisdiction cannot lawfully be excluded, or either party from seeking urgent injunctive relief for privacy, safety, security, or intellectual-property harm.

28. Governing law

These Terms are governed by the laws of India. Subject to the dispute section and non-waivable statutory forums, courts at Bengaluru, Karnataka will have jurisdiction.

29. Changes to these Terms

We may update these Terms prospectively. Material changes will be communicated through the website, app, email, or another reasonable method. Changes will not retroactively reduce a Patient's accrued rights or alter prepaid plan terms without a lawful basis.

30. General terms

These Terms, the Privacy Policy, Acceptable Use Policy, Patient authorizations, and the applicable order form constitute the agreement for the Services. A specific signed order form controls over a general inconsistency about plan scope or price.

If a provision is unenforceable, it will be limited or removed only to the extent necessary. Failure to enforce a provision is not a waiver. Users may not transfer accounts or rights without consent. SaathWell may assign the agreement as part of a reorganization or sale subject to applicable privacy and consumer protections.

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