Terms of Use & End-User License Agreement (EULA)

Last Updated: October 2026  |  Effective: October 2026  |  Version 1.0

These Terms of Use and End-User License Agreement (the "Terms") are a binding agreement between you and MEDIFASTCARE PRIVATE LIMITED ("MedifastCare", "we", "our", "us"), the developer of the MedifastCare mobile application for iPhone, iPad and Android (the "App") and the related services. By downloading, installing or using the App, or by tapping "Send OTP" / "Verify OTP" when you sign up or log in, you agree to these Terms and to our Privacy Policy. If you do not agree, do not use the App.

1. Who We Are

The App is developed and operated by MEDIFASTCARE PRIVATE LIMITED, a company incorporated in India, with its registered office at 503, Parth LakeFront, Thane Belapur Road, Airoli, Navi Mumbai, Maharashtra 400708, India. Contact: support@medifastcare.com, +91 72082 69666.

2. Eligibility and Your Account

• You must be at least 18 years old to create an account. A parent or guardian may book on behalf of a minor and is responsible for that use.
• You sign in with your mobile number and a one-time password (OTP). Keep your phone and OTPs private; you are responsible for activity on your account.
• You must give accurate information, including names, phone numbers, pickup locations and patient details. Wrong details can delay help.
• Patient and ambulance-partner accounts can be signed in on one device at a time. Signing in on a new device ends the session on the previous one.

3. What MedifastCare Provides

Through the App you can:

• Book an ambulance or raise an SOS request for yourself, a family member or someone else. The request is offered to nearby independent partner ambulances (currently within about 10 km of the pickup point).
• Track the assigned ambulance live and share pickup and drop-off codes with the crew.
• Schedule a hospital admission or book an OPD consultation with a partner hospital, and see which hospitals may offer cashless treatment for your insurance provider.
• Pay ambulance and hospital charges through our payment partner Razorpay, view bills, confirm bill amounts and track discounts and cashback.
• Contact support or a partner hospital through in-app support queries and chat, and manage family-member profiles.
• Watch first-aid videos while help is on the way (general information only, see section 4).

Hospital and ambulance partners use separate partner accounts in the App to receive requests, see the patient's pickup location, navigate, and update booking status.

4. Emergency Services Disclaimer

• Not a government emergency service. MedifastCare is not affiliated with, and does not replace, government emergency services (112, 108, police, fire). In any life-threatening emergency, call 112 or 108 first; you may also use the App to arrange a private ambulance.
• No guarantee of availability or arrival time. Whether an ambulance is available, accepts your request and how quickly it arrives depend on independent partners, traffic, weather, distance and other factors outside our control. Estimated arrival times (ETAs), distances and fares shown in the App are estimates only.
• Depends on your device and connection. Dispatch and live tracking need a working internet connection, an accurate GPS position and location permission for the App. If location is off or inaccurate, or the network is unavailable, requests may be delayed, misdirected or fail. Always confirm your pickup location and keep your phone reachable.
• Who receives your location. When you raise a booking or SOS, your pickup location and emergency type are shared with the assigned ambulance partner and the destination hospital, and your live position is shared with them for the duration of the active booking, including while the App is in the background.
• Medical care is provided by partners. Ambulance operators, their crews and hospitals are independent providers who are solely responsible for the medical care, transport and clinical decisions they provide. MedifastCare does not employ medical staff and does not provide medical advice, diagnosis or treatment.
• Information is general. First-aid videos, hospital information, ratings, cashless indications and other content in the App are general information, not medical or insurance advice, and may be incomplete or out of date.

5. Location Data

The App uses your device's precise location to find nearby partner ambulances and hospitals and to provide live tracking during an active booking (for ambulance partners, while they are online). You can allow or deny location access at any time in your device Settings. Without it you can still use most of the App, but booking an ambulance for yourself requires your current location. Details are in our Privacy Policy.

6. Ambulance and Hospital Partners

Partners are independent businesses, not our employees or agents. We take reasonable steps to onboard and verify partners, but we do not control and are not responsible for their acts, omissions, vehicles, equipment, staff or medical services. Partners using partner accounts must keep their licences, registrations and insurance valid, share location only while on duty, and use patient information only to serve the booking.

7. Bookings, Payments, Cancellations and Cashback

• Fares and charges are shown or confirmed before you pay. Final amounts may change with actual distance, waiting time or services provided by the partner.
• Payments are processed by Razorpay. Card, UPI and bank details are entered in Razorpay's checkout and are never stored by us. Razorpay's terms also apply.
• You may cancel a booking in the App before pickup. Refunds, where applicable, are processed to the original payment method in line with the partner's and our refund policy.
• Discounts, cashback and rewards are promotional, may have conditions shown in the App, and may be changed or withdrawn. Cashback is paid out only after the related bill is confirmed.

8. Acceptable Use

You agree not to:

• raise false, prank or test SOS or booking requests, or misuse emergency features;
• give false information or impersonate anyone, or book for someone without their consent where consent is possible;
• harass, threaten or abuse partners, crews, hospital staff or our team;
• copy, modify, reverse-engineer or interfere with the App, its security or its data, or use it for any unlawful purpose.

We may suspend or close accounts that break these rules, and report misuse of emergency features to the authorities.

9. Ending Your Account and Deleting Your Data

You can delete your account at any time in the App: Settings → Delete My Account. Your account is deactivated immediately and permanently deleted within 30 days. Records we must keep for legal, billing or medical-record reasons may be retained as described in the Privacy Policy. If you cannot access the App, email support@medifastcare.com. We may suspend or end your access if you breach these Terms or if required by law.

10. Licence to Use the App

We grant you a personal, limited, non-exclusive, non-transferable, revocable licence to install and use the App on devices you own or control, for your own (or your organisation's, for partners) lawful use, in line with these Terms and the rules of the app store you downloaded it from. All rights not expressly granted are reserved. The App, its content and the MedifastCare name and logo are owned by us or our licensors.

11. Disclaimers and Limitation of Liability

The App is provided "as is" and "as available". To the maximum extent permitted by applicable law, we do not warrant that the App will be uninterrupted, error-free or always able to find an ambulance or hospital. To the maximum extent permitted by law, we are not liable for indirect, incidental or consequential losses, or for the acts or omissions of partners, network or device failures, or events outside our reasonable control, and our total liability for any claim relating to a booking is limited to the amount you paid to MedifastCare for that booking. Nothing in these Terms limits liability that cannot be limited under Indian law, including under the Consumer Protection Act, 2019.

12. Indemnity

You agree to compensate us for losses and costs arising from your breach of these Terms or your misuse of the App, including false emergency requests, to the extent permitted by law.

13. Changes to These Terms

We may update these Terms. We will update the "Last Updated" date and, for material changes, notify you in the App or by SMS/notification at least 7 days in advance. Continuing to use the App after changes take effect means you accept them.

14. Governing Law and Disputes

These Terms are governed by the laws of India. Subject to your rights as a consumer, courts having jurisdiction over Navi Mumbai, Maharashtra will have jurisdiction over disputes. Please contact us first so we can try to resolve any issue informally.

15. App Store Terms

If you downloaded the App from Apple's App Store, the following also apply:

• Acknowledgement. These Terms are between you and MEDIFASTCARE PRIVATE LIMITED only, not Apple Inc. ("Apple"). We, not Apple, are solely responsible for the App and its content.
• Scope of licence. Your licence is limited to using the App on Apple-branded products that you own or control, as permitted by the Usage Rules in Apple's Media Services Terms and Conditions, except that the App may be accessed by other accounts associated with you via Family Sharing or volume purchasing.
• Maintenance and support. We are solely responsible for providing maintenance and support for the App. Apple has no obligation to furnish any maintenance or support services.
• Warranty. We are solely responsible for any product warranties not effectively disclaimed. If the App fails to conform to any applicable warranty, you may notify Apple and Apple will refund the purchase price (if any) for the App; to the maximum extent permitted by law, Apple has no other warranty obligation with respect to the App.
• Product claims. We, not Apple, are responsible for addressing any claims by you or a third party relating to the App or your possession and use of it, including product liability claims, claims that the App fails to conform to legal or regulatory requirements, and claims under consumer protection, privacy or similar legislation.
• Intellectual property. If a third party claims that the App or your use of it infringes their intellectual property rights, we, not Apple, are solely responsible for the investigation, defence, settlement and discharge of that claim.
• Legal compliance. You represent that you are not located in a country subject to a U.S. Government embargo or designated as a "terrorist supporting" country, and that you are not on any U.S. Government list of prohibited or restricted parties.
• Developer name and address. Questions, complaints or claims about the App: MEDIFASTCARE PRIVATE LIMITED, 503, Parth LakeFront, Thane Belapur Road, Airoli, Navi Mumbai, Maharashtra 400708, India; support@medifastcare.com; +91 72082 69666.
• Third-party terms. You must comply with applicable third-party terms when using the App (for example, your mobile carrier's terms).
• Third-party beneficiary. Apple and Apple's subsidiaries are third-party beneficiaries of these Terms and, once you accept them, Apple has the right (and is deemed to have accepted the right) to enforce these Terms against you as a third-party beneficiary.

If you downloaded the App from Google Play, Google Play's terms of service also apply to your download and use of the App.

16. Contact and Grievances

For questions, complaints or grievances about the App or these Terms, contact our grievance team at support@medifastcare.com (subject: "Grievance – [your name]") or +91 72082 69666, or write to MEDIFASTCARE PRIVATE LIMITED, 503, Parth LakeFront, Thane Belapur Road, Airoli, Navi Mumbai, Maharashtra 400708, India. We will acknowledge and resolve complaints within the timelines required by applicable law.