Version 3.0 | Last Updated: August 2026 | Effective Date: Upon Booking or Use of the Platform
IMPORTANT NOTICE: BY CREATING AN ACCOUNT, ACCESSING THE PLATFORM, OR CONFIRMING A BOOKING, YOU ACKNOWLEDGE THAT YOU HAVE READ, UNDERSTOOD, AND AGREE TO BE BOUND BY THESE TERMS AND BY OUR PRIVACY POLICY AND CANCELLATION & REFUND POLICY, EACH OF WHICH IS INCORPORATED HEREIN BY REFERENCE. IF YOU DO NOT AGREE TO THESE TERMS, YOU MUST NOT ACCESS THE PLATFORM OR BOOK ANY SERVICE.
Mandatory disclosures under Rule 5 of the Consumer Protection (E-Commerce) Rules, 2020 and Information Technology Act, 2000 rules.
| Legal Name | Corelatin Private Limited |
| CIN | Available on request โ contact support@corelatin.in |
| Registered Office | Ghaziabad, Uttar Pradesh, India |
| Principal Place of Business | Ghaziabad, Uttar Pradesh, India |
| Customer Support Email | support@corelatin.in |
| Customer Support Phone | +91-7398405299 |
| GSTIN | Available on request โ contact support@corelatin.in |
| Grievance Officer | Shubham (Grievance Officer) โ View Complete Redressal Details ↓ |
These Terms of Service ("Terms") constitute a legally binding agreement between Corelatin Private Limited, a company incorporated under the Companies Act, 2013, having its registered office at Ghaziabad, Uttar Pradesh, India, bearing Corporate Identification Number Available on request โ contact support@corelatin.in ("Corelatin", "Company", "we", "us", "our"), and any person who accesses, registers on, or books a service through the Platform ("Client", "User", "you", "your").
1.1 In these Terms, unless the context otherwise requires, the following expressions shall bear the meanings set out below:
1.2 References to statutes include any statutory modification, amendment, or re-enactment thereof for the time being in force, and to rules, regulations, and notifications issued thereunder.
1.3 Headings are for convenience only and do not affect interpretation. Words importing the singular include the plural and vice versa.
2.1 In accordance with Rule 5 of the Consumer Protection (E-Commerce) Rules, 2020, Corelatin discloses the following:
| Particular | Detail |
|---|---|
| Legal name | Corelatin Private Limited |
| CIN | Available on request โ contact support@corelatin.in |
| Registered office | Ghaziabad, Uttar Pradesh, India |
| Principal place of business | Ghaziabad, Uttar Pradesh, India |
| Customer support email | support@corelatin.in |
| Customer support phone | +91-7398405299 |
| GSTIN | Available on request โ contact support@corelatin.in |
2.2 Grievance Officer. Corelatin has appointed the following Grievance Officer to receive and redress complaints under the Consumer Protection Act, 2019 and applicable Information Technology Act, 2000 rules:
| Particular | Detail |
|---|---|
| Name | Shubham |
| Designation | Grievance Officer |
| support@corelatin.in | |
| Phone | +91-9625700843 |
| Working hours | Monday to Saturday, 9:00 AM to 6:00 PM IST |
2.3 The Grievance Officer shall acknowledge any written complaint within forty-eight (48) hours of receipt and shall endeavour to redress it within one (1) month of receipt, in accordance with the Consumer Protection (E-Commerce) Rules, 2020.
3.1 Corelatin operates a technology platform that connects Clients with Companions for the provision of Non-Medical Support during hospital or healthcare-facility visits.
3.2 Corelatin is not, and does not hold itself out as, a hospital, nursing home, clinic, diagnostic centre, home healthcare agency, or clinical establishment. Corelatin does not operate as a "clinical establishment" within the meaning of the Clinical Establishments (Registration and Regulation) Act, 2010, or corresponding state legislation.
3.3 No Companion is a registered medical practitioner under the National Medical Commission Act, 2019, or a registered nurse under the Indian Nursing Council Act, 1947, or corresponding state nursing council regulations, unless independently disclosed and verified in a specific case.
3.4 No aspect of the Services constitutes medical advice, diagnosis, treatment, telemedicine consultation, or clinical judgment of any kind. Nothing on the Platform, and no communication by a Companion or Corelatin personnel, shall be construed as medical advice.
3.5 The Services are limited strictly to Non-Medical Support as defined in Section 1.1(e) and further particularised in Section 8.
4.1 No affiliation. Corelatin has no partnership, agency, franchise, joint venture, endorsement, sponsorship, or other contractual or institutional relationship with any hospital, nursing home, clinic, or diagnostic centre, including any facility named on the Platform or in Corelatin's marketing materials.
4.2 Status of Companions at healthcare facilities. A Companion attends a healthcare facility solely in the capacity of a visitor accompanying the Patient, in the same capacity as a family member or friend of the Patient, and not as personnel of, or in any capacity authorised or accountable to, the facility.
4.3 No liability of healthcare facilities for Companion conduct. No hospital, its staff, administration, or management bears any responsibility for the acts or omissions of a Companion. Any grievance concerning a Companion's conduct shall be directed exclusively to Corelatin's Grievance Officer.
4.4 Access subject to facility policy. A Companion's access to any ward, intensive care unit, operation theatre waiting area, or other restricted zone of a healthcare facility is entirely subject to that facility's rules and discretion at the relevant time. Corelatin does not guarantee, and shall not be deemed to have warranted, access to any specific area of any facility. Where a facility denies a Companion entry, Corelatin shall use reasonable efforts to reschedule the Service and, where the Service could not be meaningfully performed as a result, shall issue a pro-rata refund calculated in accordance with the Cancellation & Refund Policy.
4.5 Service area. Corelatin facilitates Services at hospitals, clinics, and diagnostic centres across the National Capital Region of Delhi. Any facility named on the Platform is illustrative of the Company's operating area only and does not constitute a representation of partnership with, endorsement by, or exclusivity to, that facility.
5.1 Independent contractor relationship. Every Companion is engaged by Corelatin as an independent contractor pursuant to a separate Independent Contractor Agreement executed prior to onboarding, and is not an employee, worker, agent, or partner of Corelatin for any purpose, including under the Industrial Disputes Act, 1947, the Code on Wages, 2019, or corresponding labour legislation.
5.2 Corelatin's platform-level responsibility. Notwithstanding Section 5.1, Corelatin, as an e-commerce entity within the meaning of the Consumer Protection (E-Commerce) Rules, 2020, remains responsible to the Client for:
irrespective of the independent contractor status of the Companion.
5.3 Personal liability of a Companion. A claim arising from a Companion's personal misconduct โ including a criminal offence, sexual harassment, theft, fraud, or any act falling outside the scope permitted under Section 8.2 โ may be pursued by the Client or Patient directly against that Companion, and may be reported to law enforcement authorities. No provision of these Terms, including the limitation of liability in Section 11 or the release in Section 11.4, shall be construed to limit or extinguish such a claim.
5.4 Verification. Corelatin conducts good-faith background verification of Companions prior to onboarding, which may include identity verification, police character certification, and reference checks. Such verification reduces but does not eliminate risk, and does not constitute a warranty or guarantee of a Companion's future conduct. This Section 5.4 does not limit Corelatin's liability under Section 5.2(b) for its own negligence in conducting such verification.
6.1 Age requirement. Only a natural person of at least eighteen (18) years of age and possessing the legal capacity to contract under the Indian Contract Act, 1872 may register an Account or act as a Client. By registering, you represent and warrant that you satisfy this requirement.
6.2 Accuracy of information. You shall provide accurate, current, and complete information at registration and shall promptly update such information to keep it accurate. Provision of false or misleading information may result in suspension or termination of your Account under Section 20.
6.3 Account security. You are responsible for maintaining the confidentiality of your Account credentials and for all activity conducted through your Account that you authorised, or that resulted from your failure to safeguard your credentials. You shall notify Corelatin immediately upon becoming aware of any unauthorised use of your Account.
6.4 Limitation. Corelatin shall not be liable for loss arising from your failure to safeguard your Account credentials, save where such loss is attributable to Corelatin's own negligence in securing the Platform, in which case Section 11 shall govern.
7.1 A Client may book Services for themselves as Patient, or on behalf of another person as Patient, including a minor.
7.2 Where a Client books on behalf of a Patient other than themselves, the Client represents and warrants that they are the Patient's parent, lawful guardian, or otherwise lawfully authorised Representative, with full authority to:
7.3 A release, waiver, or limitation of liability given by a Client under these Terms binds only the Client's own claims. It does not, and shall not be construed to, waive, extinguish, or limit any independent legal right of a Patient who is a minor or who is a person other than the Client, except to the extent the Client held, and validly exercised, lawful authority to bind that Patient under applicable law.
7.4 Corelatin is entitled to rely on the representations made under this Section 7 without further verification, and the Client shall indemnify Corelatin in accordance with Section 13 for any loss arising from a representation under this Section 7 that was false or made without lawful authority.
8.1 Permitted activities. A Companion is authorised to perform the following, and only the following, categories of activity:
8.2 Prohibited activities. A Companion is strictly prohibited from, and has no authority to, perform any of the following. Performance of any act listed in this Section 8.2 constitutes a fundamental breach of the Companion's engagement and shall result in immediate termination of that engagement:
8.3 Emergency response duty. In a medical emergency, a Companion's duty is limited to: (a) immediately alerting the nearest available hospital staff or nurse; (b) where the emergency occurs outside a healthcare facility, contacting emergency medical services (108/102); and (c) administering first aid strictly within the limits of any first-aid training or certification the Companion has received from Corelatin. A Companion shall not perform any clinical or medical intervention beyond trained basic first aid. Section 11.6 governs liability for outcomes arising from an emergency.
The Client shall:
10.1 The following conduct by a Client, whether directed at a Companion, Corelatin personnel, or the Platform, is prohibited and shall entitle Corelatin to suspend or terminate the relevant booking or Account under Section 20, and to pursue civil or criminal remedies as applicable:
10.2 Where Corelatin terminates a booking under this Section 10, the refund treatment applicable shall be proportionate to the nature of the breach and shall be determined in accordance with the Cancellation & Refund Policy, save that no refund shall be due in respect of Services already performed prior to the breach.
11.1 Exclusion of liability for third-party medical conduct. To the maximum extent permitted under applicable Indian law, Corelatin and its Companions shall not be liable for:
11.2 Section 11.1 does not limit any relief available to a Client under the Consumer Protection Act, 2019 for a deficiency in the Services that Corelatin itself provides, and does not extend to death, injury, or loss caused by the negligence or wilful misconduct of Corelatin or a Companion, which is governed exclusively by Section 11.6.
11.3 Cap on liability for service deficiency. Subject to Sections 11.2 and 11.6, Corelatin's aggregate liability to a Client for a deficiency in the platform-level Services described in Section 5.2(a) โ not involving death, personal injury, or wilful misconduct โ shall not exceed the total amount paid by the Client for the specific booking giving rise to the claim.
11.4 Release of Companion (scope-limited). The Client releases the assigned Companion from a claim arising solely from an act or omission of the Companion that was: (a) within the scope permitted under Section 8.1; (b) performed in good faith; and (c) performed without negligence. This release does not extend to, and expressly excludes, any claim arising from a criminal offence, sexual harassment, assault, theft, fraud, unauthorised photography or recording, administration of medication or any other prohibited act under Section 8.2, or negligent performance of a permitted duty. Where the Patient is a minor or a person other than the Client, this release binds the Client's own claims only, and does not waive an independent right of the Patient, save to the extent the Client validly held and exercised authority to bind the Patient under Section 7.
11.5 Exclusion of certain indirect damages. Subject to Section 11.6, Corelatin shall not be liable for indirect or purely consequential loss not directly connected to its own negligence or that of a Companion, including loss of business opportunity or loss of anticipated earnings unconnected to a negligent act.
11.6 Non-excludable liability. Nothing in these Terms excludes or limits, or shall be construed to exclude or limit, liability for: (a) death or personal injury caused by the negligence or wilful misconduct of Corelatin or a Companion; (b) fraud or fraudulent misrepresentation; or (c) any liability that cannot lawfully be excluded or limited under the Indian Contract Act, 1872, the Consumer Protection Act, 2019, or any other applicable law. Sections 11.3 and 11.5 apply only to the extent consistent with this Section 11.6.
11.7 Emergency outcomes. Subject to Section 11.6, Corelatin and the relevant Companion shall not be liable for an outcome resulting from an act taken, or not taken, during a medical emergency, provided the Companion acted in good faith and discharged the duties set out in Section 8.3.
12.1 The Client acknowledges that engaging a Companion for a Patient with a serious, critical, or terminal illness involves risks inherent to the Patient's medical condition that cannot be eliminated by the provision of Non-Medical Support. The Client assumes such risks to the extent they arise from the Patient's medical condition, treatment, or hospitalisation, and not risks arising from the negligence or wilful misconduct of Corelatin or a Companion.
12.2 The Client acknowledges that a Companion is not, and is not held out to be, a substitute for a licensed nurse, attendant, or medical professional, and that the Client remains responsible for ensuring the Patient receives appropriate professional medical and nursing care independent of the Services.
12.3 By confirming a booking, the Client affirms that they have read and understood these Terms and make an informed, voluntary decision to engage the Services with knowledge of their non-medical scope and limitations.
13.1 The Client shall indemnify, defend, and hold harmless Corelatin, its directors, officers, employees, contractors, and Companions from and against any claim, liability, damage, loss, cost, or expense (including reasonable legal fees) arising out of or in connection with:
provided that this indemnity shall not extend to a claim arising from the negligence or wilful misconduct of Corelatin or a Companion.
14.1 Fees for the Services are as displayed on the Platform at the time of booking.
14.2 Payment may be made by UPI, debit card, credit card, net banking, or cash upon completion of the Service, as made available on the Platform from time to time.
14.3 Cancellation, rescheduling, and refund timelines are governed by the Cancellation & Refund Policy published on the Platform, which forms an integral part of these Terms.
14.4 Voluntary nature of payment. A payment made to Corelatin is made voluntarily upon the Client's confirmation of a booking. Corelatin does not require, and does not authorise any Companion to solicit, payment through coercion, pressure, or undue influence.
14.5 No Companion is authorised to collect or solicit payment directly from a Patient or Patient's family during an active medical emergency, consistent with Section 8.2(i). Any such collection is outside the Companion's authority and shall be treated as a violation of Section 8.2.
14.6 Where Corelatin cancels or terminates a confirmed, paid booking for a reason not attributable to the Client, Corelatin shall issue a full refund of the amount paid for that booking.
15.1 Corelatin shall not be liable for a failure or delay in performing its obligations under these Terms to the extent such failure or delay results from a cause beyond its reasonable control, including a natural disaster, epidemic or pandemic, civil unrest, governmental order or restriction, nationwide strike, hospital lockdown, bandh, act of God, or failure of third-party infrastructure ("Force Majeure Event").
15.2 Upon the occurrence of a Force Majeure Event, Corelatin shall use reasonable efforts to reschedule the affected Service and shall, where rescheduling is not accepted by the Client or is not feasible, issue a full credit note or refund for the affected booking.
16.1 All content, features, and functionality of the Platform, including text, graphics, logos, software, and compilations of data, are the exclusive property of Corelatin or its licensors and are protected under the Copyright Act, 1957 and applicable international treaties.
16.2 Corelatin grants the Client a limited, non-exclusive, non-transferable, revocable licence to access and use the Platform for personal, non-commercial purposes in accordance with these Terms. No right to copy, modify, distribute, publicly display, or create derivative works from Platform content is granted, save as expressly permitted herein.
16.3 "Corelatin" and associated logos and marks are trademarks of Corelatin Private Limited. No licence to use such marks is granted by these Terms, and any use requires Corelatin's prior written consent.
17.1 A Client may submit reviews, ratings, or other feedback ("User Content") based solely on their actual experience of the Services. A Client shall not submit a review for a Service not personally received.
17.2 User Content shall not contain: (a) false or misleading statements; (b) defamatory or libellous material; (c) personal attacks or harassment; (d) confidential information relating to another User or a Companion; or (e) spam or unsolicited commercial content.
17.3 Corelatin may remove, edit, or decline to publish User Content that violates this Section 17 or applicable law, and does not guarantee publication of any submitted content.
17.4 By submitting User Content, the Client grants Corelatin a non-exclusive, worldwide, royalty-free licence to use, reproduce, display, and distribute such content for platform and promotional purposes, subject to the Client's right to request correction or deletion of personal data contained therein under Section 22.5.
17.5 Corelatin actively monitors for, and prohibits, fake, incentivised, or paid reviews. A User found to have submitted such a review may have their Account suspended or terminated under Section 20.3.
18.1 Voluntary submission. Submission of a testimonial, success story, or similar feedback for marketing purposes ("Testimonial") is entirely voluntary, and a Client is under no obligation to provide one.
18.2 Consent. By submitting a Testimonial, the Client explicitly consents to its collection, processing, and use as described in this Section 18.
18.3 Licence granted. The Client grants Corelatin a worldwide, royalty-free, non-exclusive licence to use, reproduce, display, publish, adapt, and distribute the Testimonial across Corelatin's website, applications, social media, marketing and promotional materials, case studies, and presentations to investors, partners, or stakeholders, subject to Section 18.7.
18.4 Modification. Corelatin may edit a Testimonial for clarity, grammar, length, or style while preserving its original meaning, and may extract short excerpts for promotional use.
18.5 Attribution. Corelatin may attribute a Testimonial using the Client's first name, initials, or full name as provided at submission. A Client may request anonymity or use of a pseudonym, which Corelatin shall honour to the extent practicable.
18.6 No compensation. Unless separately agreed in writing, a Testimonial is submitted without expectation of compensation.
18.7 Withdrawal. A Client may withdraw consent for use of their Testimonial at any time by written notice to the Grievance Officer. Corelatin shall use reasonable efforts to remove the Testimonial from active marketing materials within thirty (30) days of such notice, and shall give effect to any applicable erasure request concerning personal data contained in the Testimonial under Section 22.5. Corelatin is not obliged to recall material already distributed to, or republished by, a third party outside Corelatin's control.
18.8 Warranties. By submitting a Testimonial, the Client represents and warrants that it: (a) reflects their actual experience; (b) is accurate and not misleading; (c) contains no confidential or proprietary information; and (d) does not infringe any third-party right, and that the Client holds the right to grant the licence in Section 18.3.
18.9 Indemnity. The Client shall indemnify Corelatin against any claim arising from a Testimonial that is false, misleading, defamatory, or infringing of a third-party right.
18.10 Photo and video Testimonials. Submission of a photo or video Testimonial grants Corelatin the same licence described in Section 18.3 with respect to the Client's image, likeness, voice, and appearance. The Client warrants that they have obtained the consent of every individual appearing in the photo or video.
18.11 Patient privacy. Corelatin shall not disclose identifiable health information in a Testimonial without explicit written consent, and Testimonials shall be anonymised in accordance with the Digital Personal Data Protection Act, 2023. Where a Testimonial concerns a Patient who is a minor, Corelatin shall not publish it without the verifiable consent of the minor's Representative under Section 22.6.
18.12 No endorsement of medical outcomes. A Testimonial reflects an individual experience and does not guarantee a similar outcome for another Client or Patient. A Testimonial does not constitute, and shall not be relied upon as, medical advice.
19.1 By using the Platform, checking the terms-acceptance box, or selecting "Confirm & Book," the Client executes these Terms electronically. Such acceptance constitutes a legally binding agreement, valid and enforceable under the Information Technology Act, 2000, and equivalent to a handwritten signature.
19.2 The Client consents to receive communications from Corelatin electronically, including by email, SMS, WhatsApp, or in-Platform notification, including booking confirmations, service updates, and notices of change to these Terms.
19.3 The Client consents to the creation, storage, and transmission of electronic records of their transactions and communications with Corelatin, which shall have the same legal validity as paper records under the Information Technology Act, 2000.
20.1 Modification of the Services. Corelatin may modify, suspend, or discontinue any feature of the Platform or the Services for legitimate business, technical, or legal reasons, and shall provide reasonable notice where practicable.
20.2 Modification of these Terms. Corelatin may amend these Terms from time to time. A material change shall be notified to the Client by email or in-Platform notification with reasonable advance notice, and shall not apply retroactively to a booking already confirmed prior to the change taking effect. Continued use of the Platform after the effective date of an amendment constitutes acceptance of the amended Terms.
20.3 Termination for cause. Corelatin may suspend or terminate a Client's Account for cause, including a breach of these Terms, fraudulent activity, abuse of the Platform, or persistent non-payment, upon such notice as is reasonable in the circumstances.
20.4 Termination without cause. Where Corelatin terminates or cancels a confirmed, paid booking for a reason not attributable to the Client, Section 14.6 shall apply.
20.5 Survival. Sections 11 (Limitation of Liability), 13 (Indemnification), 14 (Fees, Payment, and Cancellation, to the extent of accrued obligations), and 23 (Governing Law, Dispute Resolution, and Jurisdiction) shall survive termination or expiry of these Terms.
21.1 The Platform may contain links to, or integrate, third-party websites or services, including payment gateways, messaging platforms, and mapping services, which are not owned or controlled by Corelatin and are provided for convenience only.
21.2 Corelatin assumes no responsibility for the content, privacy practices, availability, or conduct of a third-party website or service, and the Client's use of such third-party service is governed by that third party's own terms.
22.1 The Client's use of the Platform is governed by Corelatin's Privacy Policy, which is incorporated into these Terms by reference.
22.2 Corelatin processes personal data in accordance with the Digital Personal Data Protection Act, 2023 ("DPDPA"), the Information Technology Act, 2000, and rules made thereunder.
22.3 Personal data is retained only for so long as is necessary for the performance of the Services, compliance with legal obligations, and resolution of disputes, as further described in the Privacy Policy.
22.4 Data principal rights. A Client (as data principal) may exercise, in respect of their own personal data and, where applicable, the personal data of a Patient they lawfully represent, the right to: access; correction; erasure, subject to lawful retention requirements; grievance redressal; and nomination of another individual to exercise these rights on their behalf in the event of death or incapacity, in accordance with the DPDPA. Such rights may be exercised by written notice to the Grievance Officer.
22.5 A request for correction or erasure of personal data contained in User Content or a Testimonial shall be given effect in accordance with Sections 17.4 and 18.7 respectively, notwithstanding any licence granted therein.
22.6 Processing of a minor Patient's data. Where a Patient is a minor, Corelatin shall process the minor's personal data, including health-related information collected under Section 9.1, only on the basis of verifiable consent obtained from the Patient's Representative at the time of booking, in accordance with Section 9 of the DPDPA. Corelatin does not use a minor Patient's personal data for behavioural monitoring, tracking, or targeted advertising.
22.7 Corelatin employs industry-standard technical and organisational measures to protect personal data. No method of electronic transmission or storage is entirely secure; Corelatin's liability in respect of a security incident is governed by Section 11, including the non-excludable liability preserved under Section 11.6.
23.1 Governing law. These Terms are governed by the laws of India, including the Indian Contract Act, 1872; the Consumer Protection Act, 2019; the Consumer Protection (E-Commerce) Rules, 2020; the Information Technology Act, 2000; and the Digital Personal Data Protection Act, 2023.
23.2 Negotiation. Prior to initiating a formal dispute-resolution process, other than in respect of a claim under Section 23.4, the parties shall attempt in good faith to resolve the dispute through negotiation for a period of thirty (30) days from written notice of the dispute.
23.3 Arbitration. A dispute not resolved under Section 23.2, other than a claim within the jurisdiction of a Consumer Commission under Section 23.4, shall be referred to and finally resolved by arbitration under the Arbitration and Conciliation Act, 1996, before a sole arbitrator. The arbitrator shall be appointed by mutual agreement of the parties within thirty (30) days of a notice invoking arbitration, failing which the arbitrator shall be appointed in accordance with the Arbitration and Conciliation Act, 1996. The seat and venue of arbitration shall be New Delhi, the language of the arbitration shall be English, and the arbitral award shall be final and binding on the parties, subject to the provisions of the Arbitration and Conciliation Act, 1996 governing challenge and enforcement.
23.4 Consumer rights preserved. Nothing in Section 23.3 limits or ousts the right of a Client who qualifies as a "consumer" under the Consumer Protection Act, 2019 to file a complaint before the appropriate District, State, or National Consumer Commission for a deficiency in service, an unfair trade practice, or a misleading advertisement, or any other relief that cannot lawfully be excluded under that Act.
23.5 Jurisdiction. Subject to Section 23.4, the courts at New Delhi shall have exclusive jurisdiction over any matter arising out of or in connection with these Terms that is not resolved under Section 23.3.
23.6 Grievance redressal. A complaint may also be raised with the Grievance Officer in accordance with Section 2.3.
24.1 Entire agreement. These Terms, together with the Privacy Policy and the Cancellation & Refund Policy, constitute the entire agreement between the Client and Corelatin regarding the Services and supersede any prior agreement or understanding, written or oral, on the subject.
24.2 Severability. If any provision of these Terms is held invalid or unenforceable by a court or tribunal of competent jurisdiction, that provision shall be enforced to the maximum extent permissible, and the remaining provisions shall continue in full force and effect.
24.3 No waiver. No failure or delay by Corelatin in exercising a right under these Terms shall operate as a waiver of that right, nor shall a single or partial exercise of a right preclude any other or further exercise of that or any other right.
24.4 Assignment. The Client may not assign or transfer any right or obligation under these Terms without Corelatin's prior written consent. Corelatin may assign these Terms in connection with a merger, acquisition, or sale of substantially all of its assets, subject to the assignee's assumption of Corelatin's obligations hereunder.
24.5 Notices. A notice to Corelatin under these Terms shall be given in writing to the Grievance Officer at the contact details set out in Section 2.2. A notice to the Client shall be given by email or in-Platform notification to the contact details registered on the Client's Account.
24.6 Language. These Terms are drawn up in the English language. In the event of a conflict between the English version and any translation, the English version shall prevail.
25.1 Scope. This Section 25 governs a distinct, separately chargeable service under which Corelatin, through a Companion, collects, receives, carries, submits, or arranges delivery of a Patient's medical and administrative documents to or from a hospital, clinic, diagnostic centre, laboratory, or pathology department, including but not limited to indoor case files (IPD files), discharge summaries, diagnostic reports, radiology films and scans, laboratory results, prescriptions, insurance and billing documents, and biological specimens including tissue blocks, slides, and paraffin blocks (the "Document Service", and such items collectively, "Documents"). This Section 25 applies in addition to, and does not replace, the general terms governing Non-Medical Support elsewhere in these Terms.
25.2 Appointment of Corelatin and the Companion as limited authorised representative.
25.2.1 By availing the Document Service, the Client, and, where the Client is a Representative, the Client acting for the Patient, appoints Corelatin and the assigned Companion as the Client's and/or Patient's limited authorised representative, solely for the purpose of collecting, receiving, holding, and submitting or delivering the specific Documents identified at the time of booking, from and to the hospital, laboratory, or facility named in that booking.
25.2.2 This appointment is an agency created for a limited, specific purpose under Sections 182 to 238 of the Indian Contract Act, 1872, and is not, and shall not be construed or represented to any hospital, facility, or third party as, a registered power of attorney under the Registration Act, 1908 or the Powers of Attorney Act, 1882. Corelatin shall present only such authorisation letter, identity document, and booking confirmation as the relevant hospital or facility requires for release of Documents, and shall not represent to any facility that it holds a broader authority than that granted under this Section 25.
25.2.3 This authorisation is limited strictly to collection, custody in transit, and submission/delivery of the identified Documents. It does not authorise the Companion or Corelatin to: (a) consent to or authorise any medical procedure; (b) sign a medical consent, surgical authorisation, or discharge summary on the Patient's behalf; (c) make any request for medical records beyond what the Client has specified; or (d) disclose the contents of any Document to any person other than the Client or a person the Client has specifically designated in writing.
25.2.4 The authorisation under this Section 25 is revocable by the Client at any time before collection is effected, by written notice to Corelatin, and shall in any event stand limited to the specific booking for which it is granted.
25.3 Client and Patient consent; representation of authority.
25.3.1 The Client represents and warrants that: (a) the Client, or, where applicable, the Patient's Representative, has the lawful right to request collection, release, and submission of the identified Documents from the relevant facility; (b) the Client has obtained, or will obtain, any consent, authorisation letter, identity proof, or facility-specific documentation that the hospital or facility requires to release the Documents to a person other than the Patient; and (c) the information provided at booking regarding the identity of the Patient, the Documents sought, and the collecting/receiving facility is accurate and complete.
25.3.2 Where release of medical records to a person other than the Patient requires a specific written consent or authorisation under the policy of the concerned hospital, the Indian Medical Council (Professional Conduct, Etiquette and Ethics) Regulations, 2002, or the Clinical Establishments (Central Government) Rules, 2012, the Client shall be solely responsible for procuring and furnishing such consent or authorisation to Corelatin and to the facility. Corelatin shall have no obligation to collect a Document that the relevant facility declines to release in the absence of such consent or authorisation.
25.3.3 The Client separately and specifically consents, for the purposes of the Digital Personal Data Protection Act, 2023 and the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011, to Corelatin's and the Companion's collection, handling, and onward transmission of the Patient's health data and other sensitive personal data contained in the Documents, solely for the purpose of performing the Document Service.
25.4 Nature of custody; standard of care.
25.4.1 From the moment a Document is handed over to a Companion by the hospital, facility, or Client until the moment it is delivered to the Client, a Representative, or the addressee facility, the Document is held by Corelatin/the Companion as a bailee within the meaning of Section 148 of the Indian Contract Act, 1872, and not as owner.
25.4.2 Corelatin shall require the Companion to take the same degree of care of a Document as a person of ordinary prudence would, under similar circumstances, take of their own property of the same bulk, quality, and value, in accordance with Section 151 of the Indian Contract Act, 1872. Corelatin shall not be excused from liability for loss, damage, or destruction of a Document that occurs due to the Companion's own negligence or wilful default in the exercise of this standard of care, and Section 25.6 shall be read subject to this Section 25.4.2 and to Section 11.6.
25.4.3 Corelatin shall require the Companion to obtain a written or digital acknowledgement (a delivery receipt, photograph, or hospital-issued token/receipt) at each point of handover, and shall make such acknowledgement available to the Client on request.
25.5 Third-party couriers and delivery partners.
25.5.1 Where the Client requests, or Corelatin's process requires, that a Document be transmitted to the Client, a Representative, or a third facility through a third-party courier, logistics, or delivery service provider ("Delivery Partner") rather than by hand through a Companion, the Client acknowledges that: (a) the Delivery Partner is an independent third party, engaged either by Corelatin as a facilitator or directly by the Client, and is not an employee or agent of Corelatin; (b) the carriage of the Document by the Delivery Partner is governed by that Delivery Partner's own terms of service and, as applicable, the Post Office Act, 2023 (in respect of India Post) or the Carriage by Road Act, 2007 and the Consumer Protection Act, 2019 (in respect of a private courier, which is not exempt from the Consumer Protection Act, 2019 in the manner that India Post is under Section 10 of the Post Office Act, 2023); and (c) Corelatin's role in engaging or coordinating with a Delivery Partner is limited to facilitation and does not make Corelatin an insurer, guarantor, or common carrier of the Document.
25.5.2 Corelatin shall exercise reasonable care in selecting a reputed Delivery Partner and in packaging a Document appropriately for transit, having regard to its nature (including, for a biological specimen, the requirements of Section 25.7). Subject to this obligation and to Section 11.6, Corelatin and the Companion shall not be liable for loss, misplacement, delay, damage, or destruction of a Document occurring while the Document is in the custody, control, or possession of a Delivery Partner, where such loss, delay, damage, or destruction arises from the Delivery Partner's own act, omission, or negligence, and not from Corelatin's negligence in selection, instruction, or packaging.
25.5.3 Where a Document is lost, damaged, or destroyed while in the custody of a Delivery Partner, the Client's recourse for that loss shall, in the first instance, be against the Delivery Partner under the Delivery Partner's own terms and, where applicable, the Consumer Protection Act, 2019. Corelatin shall render reasonable assistance to the Client in pursuing such recourse, including by providing tracking information, proof of handover, and the Delivery Partner's contact details, but assumes no independent liability for the Delivery Partner's default.
25.6 Loss, damage, destruction, and theft โ detailed provisions.
25.6.1 The Client acknowledges that a Document, once collected, is a physical or biological item capable of being lost, misplaced, damaged, destroyed, or stolen in the course of collection, custody, or delivery, whether at the facility, in transit with a Companion, or in the custody of a Delivery Partner, and that such an event may occur despite the exercise of reasonable care.
25.6.2 Subject to Section 25.4.2 and Section 11.6, Corelatin and the Companion shall not be liable for loss, misplacement, damage, destruction, or theft of a Document where such event: (a) occurs while the Document is in the custody of the relevant hospital, facility, or Delivery Partner and not the Companion; (b) results from an act of a third party, including theft or criminal breach of trust by a person who is not a Companion or Corelatin employee, within the meaning of Sections 303 and 316 of the Bharatiya Nyaya Sanhita, 2023; (c) results from a defect, deterioration, or condition inherent in the Document itself (including degradation of a biological specimen due to time, temperature, or handling requirements beyond Corelatin's control); or (d) results from a Force Majeure Event within the meaning of Section 15.
25.6.3 Where an event under Section 25.6.2 involves suspected theft, criminal breach of trust, or another criminal act, Corelatin shall, on becoming aware of the event, promptly notify the Client and shall render reasonable assistance in reporting the matter to the police and, where relevant, to the hospital or Delivery Partner concerned. Nothing in this Section 25 limits the Client's or Patient's right to pursue a criminal complaint or civil claim directly against the person responsible for such an act.
25.6.4 Where a Document is lost, damaged, or destroyed due to the Companion's own negligence, in breach of the standard of care in Section 25.4.2, Corelatin's liability shall be determined in accordance with Section 11 (Limitation of Liability and Disclaimers), including the cap in Section 11.3 and the non-excludable liability preserved under Section 11.6, and shall extend, where applicable, to the reasonable cost of obtaining a duplicate or certified copy of the Document from the issuing facility, where such duplicate or copy is obtainable.
25.6.5 The Client acknowledges that certain Documents โ in particular an original tissue block, slide, or biological specimen โ may not be capable of duplication or reissuance by the facility, and that Corelatin's liability in respect of the loss of such an irreplaceable item, where attributable to Corelatin's or the Companion's negligence, shall be limited as set out in Section 11.3, without prejudice to the Client's rights under Section 11.6 in a case of gross negligence or wilful misconduct.
25.7 Special handling โ biological specimens. Where the Document Service involves a tissue block, slide, paraffin block, or other biological specimen, the Client acknowledges that: (a) such specimens require handling in accordance with any packaging, temperature, and transport requirements specified by the issuing pathology department or laboratory, and Corelatin shall follow such requirements as communicated to it; (b) transport of biological or pathological material may be subject to restrictions under the Bio-Medical Waste Management Rules, 2016 and applicable postal/courier regulations, and Corelatin reserves the right to decline to transport a specimen by a particular mode where such transport would contravene applicable law; and (c) Corelatin's liability for degradation of a specimen due to time elapsed in transit, where transit time is reasonable and consistent with the facility's own guidance, is excluded, without prejudice to Section 11.6.
25.8 Hospital discretion. It is expressly acknowledged that a hospital or facility administration retains sole discretion to release a Document to a Companion, to require additional verification or consent before release, to delay release, or to deny release or entry to the Companion altogether, in accordance with that facility's internal policy. Corelatin shall use reasonable efforts, consistent with Section 4.4, to complete a Document Service booking, including by liaising with the facility and by rescheduling where a facility declines release or entry, but does not guarantee that a Document will be successfully collected, submitted, or delivered within any particular time frame, and shall not be liable for a delay or failure attributable to the facility's exercise of its own discretion.
25.9 Client indemnity. In addition to Section 13, the Client shall indemnify, defend, and hold harmless Corelatin, its directors, officers, employees, and Companions from and against a claim, liability, loss, cost, or expense (including reasonable legal fees) arising from: (a) a false or unauthorised representation of the Client's or Representative's authority to request, receive, or consent to release of a Document under Section 25.3; (b) a claim by the Patient or a third party that the Client lacked authority to request the Document Service; or (c) a claim arising from the act, omission, or negligence of a Delivery Partner engaged directly by the Client, as distinct from one engaged or facilitated by Corelatin under Section 25.5.
25.10 Data protection. Corelatin shall process, handle, and transmit personal and health-related data contained in a Document strictly in accordance with Section 22 of these Terms, the Digital Personal Data Protection Act, 2023, and Corelatin's Privacy Policy, and shall not retain a copy, image, or record of the contents of a Document beyond the period reasonably necessary to complete the Document Service, save where retention is required for grievance redressal or legal compliance.
For complaints, data rights requests, refund disputes, and policy grievances under the Consumer Protection (E-Commerce) Rules, 2020 and DPDPA 2023.
Response timeline: acknowledgement within 48 hours; resolution target within 30 days. General support (non-grievance): support@corelatin.in / +91-7398405299