Terms of Use & Data Consent

Terms of Use & Data Consent

Effective Date: April 2026 | Version: 2.0

Acceptance of Terms

By registering, accessing, or using the NU Hospitals mobile application or web platform, you acknowledge that you have read, understood, and agreed to these Terms & Conditions and the Privacy Policy of NU Hospitals.

Privacy Policy

Privacy Policy URL:

The Privacy Policy explains:

• What information is collected
• Why the information is collected
• How information is processed and stored
• Third-party integrations and service providers
• Device permissions and notifications
• Data deletion and grievance mechanisms

1. Scope of Services

NU Hospitals provides digital healthcare services through its mobile application and web platform, including:

• Appointment booking
• Online consultations
• Access to prescriptions and medical records
• Lab test scheduling and reporting
• Medicine ordering and delivery
• Patient communication and care management
• In-app payments, transactions, and cashback/rewards programs

Emergency Services Disclaimer:
The platform must not be used for medical emergencies. In case of emergency, users should immediately contact emergency services or visit the nearest hospital.

2. Nature of Medical Information

All medical information provided through the platform:

• Is intended for continuity of care and patient convenience
• Does not replace in-person medical judgment where required
• Should not be used for self-diagnosis without professional consultation

2A. Teleconsultation Disclaimer

Teleconsultation services provided through the platform are advisory in nature and do not replace physical examination where clinically required. Treating doctors may recommend in-person consultation, diagnostic evaluation, or emergency medical care wherever necessary.

Online consultations are conducted in accordance with applicable Indian telemedicine practice guidelines.

2B. Eligibility & Guardian Consent

Users below 18 years of age may access and use the platform only through a parent or legal guardian, who provides consent for the collection and processing of the minor’s personal and health data.

The guardian shall be responsible for all activities carried out on behalf of the minor through the platform.

3. Consent for Data Processing

By using the platform, you consent to the collection and processing of:

• Personal data (name, phone number, email, demographics)
• Health data (medical history, prescriptions, lab reports, diagnosis, treatment records)
• Financial and transaction data (payment method details, transaction history, cashback activity)

Additionally, the platform may collect limited technical and device-related information including:

• Device identifiers
• IP address
• App usage analytics
• Notification preferences
• Device permissions granted by the user

This data is used strictly for:

• Providing healthcare services
• Managing appointments and treatment workflows
• Facilitating communication between patients and care providers
• Processing payments, refunds, and cashback/rewards
• Platform security and analytics
• Operational improvement

4. Purpose Limitation

Your data will only be used for:

• Healthcare delivery
• Operational communication
• Legal and regulatory compliance
• Processing and reconciling in-app transactions and cashback

NU Hospitals does not sell personal, health, or financial data.

5. In-App Transactions & Payments

The NU Hospitals mobile application supports in-app financial transactions for healthcare services, including consultations, lab tests, medicine orders, and related services.

5.1 Payment Processing

• All transactions are processed through secure, PCI-DSS compliant third-party payment gateways.
• NU Hospitals does not store complete card or banking credentials on its servers.
• Supported payment modes include credit/debit cards, UPI, net banking, and digital wallets, subject to availability.

5.2 Transaction Records

• A digital receipt will be issued for every successful transaction.
• Transaction history is accessible from the user account under “Payment History”
• In case of a failed transaction, any debited amount will be refunded to the original payment source within 5–7 business days.

5.3 Refunds & Disputes

• Refund eligibility is subject to the applicable cancellation and refund policy at the time of booking.
• To raise a payment dispute, users may contact support using the details provided in Section 14.
• Fraudulent transactions should be reported immediately. NU Hospitals will cooperate with relevant authorities where required.

6. Cashback & Rewards Program

NU Hospitals may offer cashback, credits, or reward points to eligible users through the mobile application.

6.1 Earning Cashback

Cashback is credited to the NU Wallet upon successful completion of eligible transactions such as consultations, lab bookings, and medicine orders.

Cashback amounts and eligible services are determined by NU Hospitals and may vary by promotional period.

Cashback will not be credited for cancelled, refunded, or disputed transactions.

6.2 Redeeming Cashback

Cashback credits in the NU Wallet can be applied toward future eligible transactions on the platform.

Cashback cannot be transferred to a bank account, another user, or exchanged for cash unless explicitly stated in a specific promotion.

A minimum balance may be required to redeem cashback, as communicated within the application.

6.3 Expiry

Cashback credits are valid for 12 months from the date of credit unless a different validity period is specified at the time of award.

Expired cashback will be automatically removed from the NU Wallet and cannot be reinstated.

6.4 Abuse & Fraud

NU Hospitals reserves the right to reverse, cancel, or suspend cashback in cases of suspected fraud, misuse, or violation of these Terms & Conditions.

Accounts found engaging in cashback abuse may be restricted or permanently blocked.

NU Hospitals reserves the right to modify, suspend, or discontinue the cashback program at any time with reasonable notice to users.

7. Communication Policy

Users may receive:

• Appointment confirmations and reminders
• Lab test updates and sample collection details
• Prescription and doctor instructions
• Medicine order and delivery updates
• Transaction confirmations, payment receipts, and cashback credit notifications

Promotional communication will only be sent where explicit consent has been provided.

7A. App Permissions & Device Access

The NU Hospitals mobile application may request access to certain device permissions including:

• Camera (for uploading medical documents/reports)
• Storage/files access
• Notifications
• Phone/SMS verification
• Location access (where applicable)

Permissions are requested solely for enabling healthcare-related functionality and may be managed or revoked through device settings at any time.

8. Data Sharing

User data may be shared with:

• Doctors and medical professionals involved in patient care
• Diagnostic laboratories and pharmacies for service fulfillment
• Payment gateways and financial service providers for transaction processing
• Technology and service partners strictly for platform operation
• Analytics, messaging, and notification providers where necessary for platform functionality

All such parties are bound by appropriate confidentiality and data protection obligations.

9. Data Retention

User data is retained only for as long as necessary for:

• Medical continuity
• Legal compliance
• Regulatory requirements
• Financial record-keeping as mandated under applicable law

After suchperiod, information is securely deleted or anonymized in accordance with applicable legal and operational requirements.

10. User Rights (DPDP Compliance)

Users have the right to:

• Access their personal and financial data
• Request correction of inaccurate data
• Request deletion of personal data
• Withdraw consent at any time
• File a complaint with the grievance officer
• Raise disputes regarding transactions or cashback through the support channels

11. Withdrawal of Consent & Data Deletion

Users may withdraw consent or request deletion of their personal data by contacting:
support@nuhospitals.com

Deletion requests will be processed within 30 business days, subject to applicable medical record retention requirements, legal obligations, and regulatory compliance under Indian law.

Withdrawal of consent or deletion of data may limit the user’s ability to access certain healthcare, transactional, or cashback-related services on the platform.

11A. User Account Responsibility

Users are responsible for maintaining the confidentiality of their login credentials, OTPs, and account access information.

Users must immediately notify NU Hospitals in the event of any unauthorized access, suspected misuse, or security breach related to their account.

NU Hospitals shall not be liable for losses arising from the user’s failure to safeguard account credentials.

12. Security Measures

NU Hospitals implements industry-standard technical and organizational safeguards to protect personal, health, and financial information, including:

• Encryption of data in transit and at rest
• Secure access controls
• Tokenization of payment credentials
• Multi-factor authentication for sensitive operations

While NU Hospitals takes reasonable measures to protect information, no digital platform or transmission method can guarantee absolute security.

13. Limitation of Liability

NU Hospitals shall not be liable for:

• Delays or disruptions in services
• Actions taken based on medical information without appropriate professional consultation
• Third-party service failures including laboratories, pharmacies, logistics providers, or payment gateways
• Losses arising from unauthorized access to user accounts due to failure to safeguard login credentials
• Delays in cashback credit or refund processing caused by third-party payment infrastructure
• Medical outcomes requiring physical examination or emergency intervention
• Delays caused by internet connectivity or device-related issues
• Temporary platform downtime, maintenance, or technical interruptions

14. Grievance Officer

Ms. Padmalatha K N
Manager - Patient Experience
experience@nuhospitals.com

General Support Contact:
support@nuhospitals.com

15. Governing Law & Jurisdiction

These Terms & Conditions shall be governed by and construed in accordance with the laws of India.

Any disputes arising out of or relating to the use of the platform shall be subject to the exclusive jurisdiction of the courts of Bengaluru, Karnataka, India.

16. Changes to Terms & Conditions

NU Hospitals reserves the right to modify, update, or revise these Terms & Conditions at any time.

Material changes may be communicated through the mobile application, email, SMS, or other appropriate communication channels.

By continuing to access or use the platform after such updates, users agree to the revised Terms & Conditions.