Terms of Use

Version 3 · Effective 28 Sep 2026

1. About these terms

These terms explain how your clinic's booking assistant on Telegram works, what it does and does not do, and the rules for using it. They apply whenever you use the assistant.

"Your clinic" means the clinic whose Telegram bot you are using, which is named in the consent message the bot shows you. The clinic's name and its contact are in that consent message. These terms are the same for every clinic that uses the service.

These terms are separate from the Privacy Notice (/v3/), which explains how your personal data is handled. The consent you give to data processing is a separate choice made in the chat. It is never bundled with these terms, and you are not asked to tick or accept these terms before using the service.

2. Who provides what

Your clinic provides all medical care. Diagnosis, treatment, prescriptions, medical records and the conduct of the doctors are matters between you and the clinic. The clinic sets its fees, its appointment rules and its refund policy, and it receives your payments.

The clinic's name and contact, which is also the contact for complaints about your care, a booking or a payment, are given in the consent message in the chat. The clinic's staff can also be reached through /agent.

Omvora Media & Automation, a registered partnership firm at Hawal, Srinagar, Jammu & Kashmir 190011, India, provides the software that runs the assistant, on the clinic's behalf. Omvora is not a healthcare provider. It does not employ the doctors, it does not supervise clinical decisions, and it takes no part in your care.

3. What the service is

The assistant lets you, through Telegram:

• book, change and cancel appointments with your clinic;
• get a queue token and check your position in the queue;
• receive reminders about your appointments;
• pay consultation fees; and
• see and manage your personal data and consents, and raise complaints (/privacy).

It is an administrative service only. It is not a medical service, not a telemedicine consultation, and not a substitute for seeing a doctor.

4. Not for emergencies

Do not use this service in an emergency. For chest pain, difficulty breathing, severe bleeding, loss of consciousness, poisoning, thoughts of harming yourself, or anything else that needs immediate attention, call 112 (India's emergency number) or 108 for an ambulance, or go to the nearest hospital now.

If a message you send suggests an emergency, the assistant stops and tells you to call 112 or 108, instead of continuing. It cannot send help to you, and a message in the chat is not a call for help.

5. The assistant is automated

Messages from the assistant are produced by software, not by a doctor or a member of clinic staff, unless a person tells you otherwise.

• It does not diagnose, prescribe, interpret symptoms or advise on treatment.
• If you ask it something clinical, it does not answer the medical question. Ask your doctor at your appointment, or ask for a person.
• Send /agent at any time to reach a person at the clinic.

Section 7 of the Privacy Notice explains how AI is used and the de-identification applied before any AI model sees your text.

6. Who may use the service

You may use the service for yourself if you are 18 or over.

A child's appointment is arranged by a parent or lawful guardian with the clinic's staff, and the parent or guardian gives consent on the child's behalf. If a message suggests that the appointment is for a child, the assistant does not book it by itself and offers Talk to the clinic.

You may book for another adult, such as a family member, only with their agreement. You are responsible for the accuracy of what you tell the assistant about them.

7. Commands you can use

8. Booking

• Bookings are made for the doctors, days and times your clinic offers through the assistant. What is available is set by the clinic.
• A booking is made only when the assistant confirms it to you.
• Before you book, the assistant needs your consent to Care & service (M0). Without it the assistant cannot book or manage appointments for you. Declining any optional consent never affects your booking.
• Give accurate details. A wrong name or phone number can mean a missed appointment, or a record that does not reach your doctor.

9. The queue

• Your queue token shows your place among the patients waiting.
• Queue positions and waiting times are estimates. Emergencies, patients who need more time, and the doctor's schedule can change the order and the wait. The clinic decides the order in which patients are seen.
• Check /queue before you set out, and arrive in time for your turn.

10. Arriving late and missed appointments

If you arrive after your turn or miss your appointment, the clinic's own rules apply. Depending on those rules, your place in the queue may move, your appointment may be released to another patient, or you may need to book again. Ask the clinic, or send /agent, if you are running late.

Whether any fee you paid is refunded after a late arrival or a missed appointment depends on the clinic's refund policy (section 12).

11. Fees and payment

• Fees are set by your clinic. The assistant tells you the full amount you will pay before you pay. Nothing is added after that, and the clinic does not charge different patients different fees for the same consultation on the same terms without a reason it tells you.
• Your clinic is the merchant. Your payment is made to the clinic, not to Omvora.
• Easebuzz is the only payment provider. You pay on Easebuzz's payment page by card or UPI. Easebuzz processes your payment details; neither the clinic nor Omvora stores your card number.
• Payment deadline. Where the clinic asks for payment before the appointment, the assistant tells you the time by which payment must reach the clinic. If payment does not arrive by then, the slot may be released to another patient.
• Your payment is confirmed before it is applied. A payment counts only once Easebuzz has confirmed it. If your payment is taken but your booking cannot then be completed, the payment is refunded.
• Pay only through the link the assistant gives you. Neither the clinic nor the assistant will ever ask you in the chat for your card number, CVV, UPI PIN or a one-time password.
• Easebuzz's own terms and privacy policy apply to the payment page. A charge-back or dispute on a card or UPI payment is raised with your bank or Easebuzz under their rules; tell the clinic as well, so that it can help.

12. Cancellations and refunds

• Refunds are decided under your clinic's cancellation and refund policy. The assistant tells you the rule that applies before you pay.
• You can cancel with /cancel. Whether you receive a refund depends on the clinic's policy and on how close to the appointment you cancel.
• Where a cancellation is not refunded automatically, you can raise a request with the clinic, giving your reasons. The clinic decides, and its decision is recorded.
• Approved refunds are paid back through Easebuzz, to the way you paid. After the refund is sent, your bank or card issuer may take some days to show it in your account; that part is outside the clinic's and Omvora's control. If a refund has not arrived, tell the clinic and it will follow it up with Easebuzz.
• Nothing in these terms takes away your rights under the Consumer Protection Act, 2019.

13. Messages from the assistant

The assistant sends you messages about your bookings: confirmations, reminders, queue updates, payment requests and receipts of your requests. These are part of the service.

Other messages are sent only if you have given the matching optional consent: product suggestions (M3), and tips and offers (M4). Send /stop at any time to stop tips and offers, or withdraw any optional consent under /privacy. Stopping them never affects your care.

14. Acceptable use

When you use the service, you agree not to:

• abuse, threaten or harass clinic staff or anyone else;
• give a false identity, or book in someone else's name without their agreement;
• try to reach another patient's information;
• send messages or bookings in bulk, use scripts or other automated means to use the service, or make bookings you do not intend to keep;
• try to interfere with, overload, test the security of, or get round the protections of the service; or
• use the service for anything unlawful.

The clinic may stop offering the assistant to you if you break these rules. That never stops you getting care: you can always contact the clinic directly, using the contact given in the consent message in the chat.

15. Keeping your account secure

The assistant recognises you by your Telegram account. Anyone who can open your Telegram account can see your appointment messages. Keep your phone and your Telegram account secure, and tell the clinic if your phone number changes (/privacy, Correct details).

Beware of people pretending to be the clinic. Neither the clinic nor Omvora will ever ask you for your card number, CVV, UPI PIN, a one-time password or a bank password, and they do not call or message patients offering prizes, free gifts or lucky-draw rewards. If someone does, do not reply or pay: tell the clinic (/agent) or write to privacy@omvoramedia.com. If you have lost money, contact your bank and the national cyber-crime helpline 1930 or cybercrime.gov.in straight away.

16. Availability and changes to the service

The service is meant to be available at all times, but it may sometimes be unavailable: for maintenance, or because Telegram, Easebuzz, the internet or another service outside the clinic's and Omvora's control has failed.

If the assistant is unavailable, contact the clinic directly. Your care never depends on the assistant being available.

The clinic and Omvora may change, add or remove features of the service. If a change affects how your personal data is used, the Privacy Notice explains what happens, and any new purpose is asked for separately first.

17. Your personal data

How your personal data is collected, used, kept and protected, and the rights you have over it, are set out in the Privacy Notice: /v3/

Your data is yours. The clinic holds it as Data Fiduciary, and Omvora handles it only as the clinic's Data Processor. Nothing in these terms gives Omvora ownership of your data.

The assistant sets no cookies. The web pages that carry these terms and the Privacy Notice store nothing in your browser; Cloudflare, which protects them, may set its own security cookies, as section 19 of the Privacy Notice explains.

The chat and these pages link to services run by others, such as Telegram and Easebuzz's payment page. Their own terms and privacy policies apply when you use them.

18. The software

The software, its design and its content belong to Omvora. Using the service gives you the right to use the assistant for its purpose under these terms, and no other right in the software.

19. Responsibility and liability

• Clinical care. The clinic and its doctors are responsible for your medical care. Nothing in these terms limits that responsibility.
• What these terms do not cover. To the extent the law allows, neither the clinic nor Omvora is responsible for loss caused by wrong information you gave; by your not attending an appointment; by a failure of Telegram, Easebuzz, your phone, your internet connection or another service outside their control; or by relying on the assistant for anything it says it does not do, such as medical advice or emergency help.
• What cannot be limited. Nothing in these terms excludes or limits any liability, right or remedy that Indian law does not allow to be excluded or limited. This includes liability for death or personal injury caused by negligence, liability for fraud, and your rights under the Consumer Protection Act, 2019 and the Digital Personal Data Protection Act, 2023.

20. Complaints

• About your care, a booking, a payment or a refund: your clinic, using the contact given in the consent message in the chat, or /agent.
• About your personal data: send /privacy and tap Raise a complaint. Section 15 of the Privacy Notice explains the steps, including Omvora's Grievance Officer and the Data Protection Board of India.
• About the assistant itself: your clinic, which raises it with Omvora, or Omvora directly at hello@omvoramedia.com or +91 90040 22222.

A complaint is acknowledged within 2 working days and resolved within 30 days of receipt. A complaint raised through /privacy gets a reference number that you can use to follow it (My complaints). Every complaint is handled fairly, courteously and on time, and the answer tells you how to take the matter further if you are not satisfied.

Your right to approach the National Consumer Helpline (1915) or a consumer commission under the Consumer Protection Act, 2019 is not affected by these terms.

21. Governing law and courts

These terms are governed by the laws of India, subject to applicable mandatory laws and jurisdictional rules.

Subject to applicable law, the courts at Srinagar, Jammu & Kashmir, India have jurisdiction over disputes arising from these terms.

Nothing in this section removes a mandatory jurisdiction, consumer remedy or statutory forum that cannot lawfully be excluded by agreement, including your right as a consumer under the Consumer Protection Act, 2019 to bring a complaint where you live.

22. If part of these terms is invalid

If any part of these terms is found to be invalid or unenforceable, it is limited to the smallest extent needed, and the rest of the terms continue to apply.

23. Changes to these terms

These terms may be updated. Each version is published at its own permanent address and is never edited after it is published. A change is published as a new version with a new effective date before it takes effect, and the consent message in the chat always links to the version in force.

These terms are written in plain English. If you need them in another language listed in the Eighth Schedule to the Constitution of India, or in another format you can use, ask your clinic or write to privacy@omvoramedia.com.

24. Contact

Your clinic: the name and contact given in the consent message in the chat. In the chat, send /agent to reach a person.

Omvora Media & Automation: Hawal, Srinagar, Jammu & Kashmir 190011, India. Email: hello@omvoramedia.com. Privacy and grievances: privacy@omvoramedia.com (Grievance Officer: Mr Mujtaba Mirza). Phone: +91 90040 22222. Hours: Monday to Saturday, 10 am to 7 pm IST.

Privacy Notice: /v3/ Terms of Use: /terms/v3/