Version 1.0 (draft) · Effective on publication · Applies to the website jmrcareandcure.com, the member portal, order-by-phone flows, WhatsApp/telephone assisted requests, and in-person assisted registration.

1. Who we are. These services are operated by JMR Care & Cure LLP, Plot No. 10-4D/907, Sector-10, CDA, Cuttack, Odisha 753014 (“JMR”, “we”, “us”), a unit of the JMR Foundation family. Pharmacy and the digital patient portal operate under the brand Renu Medicare Pharma. We help users become members, book consultations with independent registered medical practitioners, order medicines from the licensed pharmacy, book laboratory tests with partner laboratories, request home-care and urgent-care coordination, attend health talks, and keep health records in one portal.

2. Acceptance and eligibility. By creating an account, becoming a member, booking a service, uploading information, submitting a call-back request or placing an order, you agree to these Terms and the notices shown at the time of that service. You must be at least eighteen to hold an independent account. A parent, child or lawful guardian may enrol and manage a family member with that person's knowledge and consent; where our team completes a sign-up over the telephone, your verbal confirmation on that call is treated as acceptance and is noted in our records.

3. We are not an emergency service. The platform is not an ambulance or emergency-response service and is not monitored around the clock. In a life-threatening or urgent situation — chest pain, breathing difficulty, stroke symptoms, severe bleeding, poisoning, loss of consciousness, thoughts of self-harm — call 108 (ambulance) or 112 (national emergency) first and go to the nearest emergency department. Our “emergency & home care” offering (clause 11) is a coordination service and is no substitute for 108/112.

4. Membership. Membership plans, prices, billing periods and benefits are those displayed on the Join page at the time you enrol. One membership covers the family members disclosed and recorded at enrolment. Membership activates when we confirm your payment, and benefits apply from activation. Membership discounts apply only to services and products supplied through us and only while the membership is active. We remind you before your plan ends; nothing renews automatically without your payment. Discount percentages and benefits may be revised prospectively; changes never apply retrospectively to services already billed. Membership is not transferable and may be suspended for misuse or unpaid dues.

5. Nature of medical services. Medical advice, diagnosis and prescriptions are given by the registered medical practitioner named for the consultation, who exercises independent professional judgment. We provide scheduling, premises, technology, records and coordination support, and never direct a doctor to prescribe any medicine, test or treatment. A doctor's availability does not guarantee that a teleconsultation is clinically appropriate for you.

6. Appointments. Slots depend on doctor availability, and delays can occur because consultations vary in length. Cancellation, rescheduling (including any rescheduling fee), no-show and refund rules are displayed before you confirm a booking and form part of these Terms. We may reschedule or cancel where a doctor is unavailable, a system fails, or safety requires an in-person review.

7. Teleconsultation. Teleconsultation is subject to the informed consent shown before the call. The doctor may require video, further information, an examination, tests, or an in-person visit, and may decline to prescribe. No participant may record a consultation without the express agreement of everyone on the call; we do not routinely record consultations.

8. Medicines and pharmacy fulfilment. Medicine orders are fulfilled only by the licensed pharmacy identified on your order. Prescription medicines are supplied only against a valid prescription and are subject to verification by a licensed pharmacist, stock, legal restrictions, serviceable delivery area and identity checks. The pharmacy may refuse, limit or cancel an order that is unsafe, unlawful, incomplete, expired, illegible or inconsistent with the prescription. Substitution happens only where legally and professionally appropriate and with your consent. Displayed medicine prices are inclusive of GST (chemist-style MRP display); applicable taxes are itemised on your invoice. Delivery timelines are estimates; delivery charges, free-delivery thresholds and serviceable PIN codes are shown during ordering. Payment is on delivery or by the methods offered at checkout.

9. AI-assisted reading of documents. If you share a photograph or scan of a medicine list, prescription or similar document, we may use a secure artificial-intelligence service (currently provided by Anthropic PBC, USA) to help convert the image into text so your order can be prepared faster. The image is transmitted securely for this limited purpose only, is not used to train AI models, and is retained by the provider only briefly for security monitoring. AI output is always treated as a draft: a licensed pharmacist (for medicines) or a qualified staff member reviews it before any order is confirmed, priced or supplied. By submitting a photograph you consent to this processing. If you prefer to avoid it, you can always type or dictate your list, or hand the paper to us — no AI is involved in those paths.

10. Laboratory services. Tests are performed by the identified partner laboratory or collection provider, not by us unless expressly stated. Accreditation claims must be read against the laboratory's current accreditation scope. Sample adequacy, methodology, reference ranges, turnaround times and interpretation of reports are matters for the laboratory and your treating doctor. Home collection is available only in serviceable areas and may carry a collection fee shown before booking.

11. Emergency & home-care coordination. On request we coordinate ambulances, doctor visits at home, nursing, equipment and urgent medicine delivery in our service areas. These are chargeable services; we confirm the expected cost with you before proceeding. Availability depends on third-party providers and is not guaranteed at all times. This service coordinates help — it does not replace calling 108/112 in a life-threatening situation (clause 3).

12. Health talks and webinars. Talks may be free or paid, online or in person, as shown on each event page. Member benefits (such as free entry) apply as displayed. Speakers' views are educational, general in nature, and are not personal medical advice. Recordings or summaries, where published, are provided for general information.

13. Health records and uploads. Upload only records that are accurate, lawful and relevant to your care, and never another person's records without authority. Uploaded documents may be visible to authorised doctors, pharmacy staff or laboratory personnel according to your consent and operational need. The issuing laboratory, doctor or provider remains responsible for its own report or document.

14. Vitals and self-monitoring. Readings you enter (or connected devices record) may be incomplete or inaccurate. Charts and flags in the portal are informational only — they are not diagnosis and not continuous clinical monitoring, and no one is committed to reviewing every reading in real time unless a specific supervised programme says so in writing.

15. Accounts and security. Portal sign-in uses one-time codes sent to your registered mobile number (and password/two-factor for staff). Keep your phone and codes to yourself, use only your own account or an authorised family profile, and tell us promptly about suspected misuse. Please check that the details shown in your account — medicines, allergies, addresses, contacts — are correct, and report errors.

16. Payments, invoices and refunds. Fees, taxes and delivery charges are shown before you confirm. Payments may be collected on delivery, by UPI, or through an authorised payment provider; quoting a UPI reference helps us confirm faster. Invoices are provided digitally. Refunds and cancellations are governed by our Cancellation & Refunds policy and applicable law. Dissatisfaction with clinical advice alone does not create an automatic refund right where the consultation was delivered — without affecting your statutory rights.

17. Communications. You agree to receive necessary service communications — one-time codes, order and booking updates, reports, membership and renewal reminders, safety and account-security notices — on the contact details you provide. Promotional messages need your separate consent, which you may withdraw at any time.

18. Acceptable use. You must not impersonate anyone, access records without authority, alter prescriptions, abuse staff or doctors, upload malware, scrape or overload the platform, bypass controls, use the service to obtain restricted medicines unlawfully, resell medicines, or use another person's identity, membership or prescription.

19. Intellectual property. The platform software, design, brands and original content belong to JMR or its licensors. Your medical records remain information about you; professional record-keeping duties may also rest with the issuing doctor, laboratory or pharmacy. You grant us a limited right to host and process what you upload, only for the services you request and lawful purposes.

20. Availability and third parties. Our services depend on doctors, laboratories, delivery staff, payment providers, SMS/e-mail providers, hosting and — where you share document photos — the AI service described in clause 9. We choose and contract with such providers with reasonable care but cannot promise uninterrupted availability of any third-party service. Third-party services are governed by their own terms and privacy practices.

21. Liability and your statutory rights. Nothing in these Terms excludes liability that cannot lawfully be excluded, limits your rights under consumer-protection law, or excuses negligence, fraud, wilful misconduct or breach of professional duty. Subject to that, we are not responsible for loss caused by false information supplied by a user, use contrary to medical advice, unauthorised use of your account, or events beyond reasonable control.

22. Suspension and closure. We may suspend access to protect patients, investigate misuse, comply with law or prevent a security risk. You may ask us to close your account at any time. Closure does not require deletion of records we must keep for healthcare, pharmacy, tax, fraud-prevention, legal or cyber-security reasons; such records are restricted and retained only as required.

23. Complaints and grievance. Write to support@jmrcareandcure.com or call +91 96920 54447. Clinical concerns should mention the doctor and appointment; pharmacy concerns the order number. Our grievance process and timelines are set out in the Grievance Redressal policy. Privacy questions and requests are handled as described in the Privacy Policy.

24. Changes and governing law. We will notify material changes through the portal, e-mail or SMS; where a new purpose needs consent, we will ask for it afresh. These Terms are governed by Indian law, and courts and consumer forums having jurisdiction at Cuttack, Odisha remain available to you; nothing here unlawfully restricts them.