Patient Terms of Use

These Terms apply when you use the Zennor app to connect with a clinic (“Clinic”). The app is operated by STRATOSIA DIGITAL PRIVATE LIMITED (“Zennor”, “we”, “us”), 202 MSCB Emps Yogesh CHS, Kasturpark, Borivali West, Mumbai – 400092, Maharashtra, India. You accept these Terms by ticking the box on the sign-in screen. Our Privacy Policy explains how we handle your data.

1. What Zennor Is

Zennor is software that Clinics use to offer memberships, rewards, bookings, offers, products, and messaging to their patients. Your Clinic, not Zennor, provides all treatments, products, and services. Zennor does not practise medicine, employ practitioners, or sell treatments or products.

2. Who Can Use the App

You must be 18 or older. If you are under 18, please deal with your Clinic directly with a parent or guardian.
We may ask you to confirm your age, and we may suspend or close an account that does not meet this requirement.
You need an Indian mobile number that belongs to you. Keep your one-time passwords (OTPs) private; anyone with your OTP can access your account.
Give accurate details. Your date of birth cannot be changed in the app after setup.
Use one account for yourself only. Do not create accounts for other people.

3. Not Medical Advice; Not for Emergencies

Information in the app, including treatment descriptions, plans, offers, and chat replies, is not medical advice, diagnosis, or treatment and is not a substitute for a consultation. Always consult a qualified healthcare professional about your health. Zennor is not a medical device. In an emergency, call 112 or go to the nearest hospital. Do not use chat for emergencies.

Your Clinic and its registered practitioners are solely responsible for your assessment, treatment, prescriptions, and outcomes. Any complaint about clinical care must be made to the Clinic or the relevant medical council.

4. Buying from Your Clinic

The Clinic is the seller. Prices, validity, inclusions, and the Clinic’s refund and cancellation terms are shown before you pay. The Clinic is responsible for delivering what you buy and for its invoice.
Payments are processed by Razorpay, an RBI-authorised payment aggregator. Any payment-processing fee is shown at checkout before you pay. We never see your full card number or UPI PIN.
Memberships: if a membership renews automatically, the amount and renewal date are shown before you subscribe. You can cancel future renewals in the app before the renewal date. Paid access continues until the end of the period you paid for.
Refunds are decided by the Clinic under its policy and applicable law. Approved refunds are returned to your original payment method.
You must not raise a chargeback for a service or product you received, or for a payment you authorised, except where the law or your bank’s rules allow. False chargebacks may lead to account suspension and recovery of the amount.

You can find your Clinic’s name, address, and contact details in the app, and can ask us for them at any time.

5. Loyalty Points, Rewards, and Wallet Credit

Points, rewards, and wallet credit are issued by your Clinic and can be used only with that Clinic, under the rules shown in the app.
They have no cash value. They cannot be withdrawn, exchanged for cash, sold, or transferred to another person or Clinic.
They may expire as stated in the app, and may be reversed if the purchase that earned them is refunded or cancelled, or if they were issued by mistake or obtained by fraud.
A Clinic may change or end its program with notice in the app. Changes do not remove points already earned, except for expiry, reversal, or fraud as described above.
Referral and promotional offers are limited to one per person. Self-referrals, fake or duplicate accounts, and other abuse will void the offer and any rewards earned.

6. Chat with Your Clinic

Where available, chat is for administrative questions about services, prices, offers, bookings, orders, rewards, and app help. Replies may not be immediate. Do not ask for, and staff will not give, symptom assessment, photo or test interpretation, treatment suitability advice, or prescriptions through chat. You can report messages, block a responder, or stop chat contact. Authorised Clinic staff and Zennor moderators may review reported messages.

7. Acceptable Use

You must not:

harass, abuse, threaten, or send obscene or hateful content to Clinic staff or anyone else;
share someone else’s personal or health information without their permission;
impersonate anyone, give false information, or use another person’s phone number or account;
copy, share, alter, or misuse QR codes, vouchers, or redemption codes;
commit fraud, including false refund claims, false chargebacks, or manipulation of points or offers;
hack, probe, scrape, overload, or reverse-engineer the app, or access it by automated means; or
use the app for anything unlawful.

8. Suspension and Account Deletion

We or your Clinic may suspend or end your access if you breach these Terms, act fraudulently or abusively, or if the law requires it. Where appropriate, we will tell you why and give you a chance to respond.

You can delete your account at any time in Profile → Privacy & Data → Delete Account. Your access ends immediately and future recurring charges are stopped. Previous payments are not automatically refunded. Contact your Clinic about any unused paid benefits. Records the Clinic must keep by law stay with the Clinic, as explained in the Privacy Policy.

9. Our Responsibility to You

We work to keep the app available and secure, but it is provided “as is” and may sometimes be unavailable or contain errors.
We are not responsible for the treatments, products, services, prices, or conduct of any Clinic.
To the extent the law permits, we are not liable for indirect or consequential loss. Our total liability to you for any claim about the app is limited to the higher of ₹5,000 or the fees you paid to Zennor in the 12 months before the claim.
Nothing in these Terms limits liability for fraud or any right you have under the Consumer Protection Act, 2019 or other law that cannot be excluded.

10. Complaints

For problems with a treatment, product, booking, or refund, contact your Clinic first. If it is not resolved, or if your complaint is about the app, contact our Grievance Officer:

Name: Siddhesh Zagade, Grievance Officer / Director
Email: support@zennor.app (subject: “Grievance”)
Address: 202 MSCB Emps Yogesh CHS, Kasturpark, Borivali West, Mumbai – 400092, Maharashtra, India

We acknowledge complaints within 24 hours and resolve them within 15 days. Where a complaint concerns a Clinic, we will forward it to the Clinic and track it to closure. You may also contact the National Consumer Helpline (1915) or approach a Consumer Commission.

11. Law and Jurisdiction

These Terms are governed by the laws of India. Subject to your right to approach a Consumer Commission where you live or work, the courts at Mumbai, Maharashtra have jurisdiction.

12. Changes

We may update these Terms. We will show the new version in the app before it applies to you. For material changes, we will ask you to accept the new version.