Clinic Terms & Conditions

These Terms govern the use of the Zennor platform by clinics and their staff. Zennor is operated by STRATOSIA DIGITAL PRIVATE LIMITED (“Company”, “Zennor”, “we”), a company incorporated in India with its registered office at 202 MSCB Emps Yogesh CHS, Kasturpark, Borivali West, Mumbai – 400092, Maharashtra, India. “Clinic” or “you” means the business that creates or is invited to a Zennor clinic account, and includes its staff.

You accept these Terms by accepting them during sign-up or invitation, by signing an Order Form that refers to them, or by using the platform. The person accepting confirms they are authorised to bind the Clinic. For Clinics that accepted an earlier version, this version applies from October 12, 2026.

Patients using the Zennor app are governed by the separate Patient Terms of Use. Our handling of personal data is described in the Privacy Policy.

1. The Service

Zennor is a software platform for aesthetic clinics, dermatology clinics, and med spas. It supports memberships, loyalty programs, patient engagement, bookings, QR-based redemption, offers, campaigns, product and service checkout, and a patient-facing app. Zennor provides software only. It does not provide healthcare, sell treatments or products, or employ practitioners.

Where enabled, “Chat with clinic” is an asynchronous administrative support channel for services, prices, offers, bookings, orders, rewards, and app help. It is not a medical consultation or emergency channel. Clinic staff must not assess symptoms, interpret photos or test results, advise on treatment suitability, or prescribe through chat; they must direct such requests to a consultation.

2. Eligibility

• The Clinic must be a legally registered business in India and must hold every registration, licence, and approval required for the services it offers, including registration of its medical practitioners with the applicable medical council.
• Clinic administrators must be authorised representatives aged 18 or above.
• Registration, KYC, bank, and tax information must be accurate and kept up to date.

3. Licence and Restrictions

We grant the Clinic a limited, non-exclusive, non-transferable, revocable licence to use the platform for its internal business purposes during the subscription. The Clinic must not sublicense, resell, copy, reverse-engineer, scrape, overload, probe for vulnerabilities, or use the platform for any unlawful purpose, and must not share logins or allow access by anyone other than its authorised staff.

4. Data Protection

4.1 Roles

• The Clinic is the Data Fiduciary for the patient records it creates, uploads, or manages, including treatment history, appointments, personalised plans, practitioner notes, voice notes, before/after media, memberships, orders, and loyalty records (“Clinic Data”). Zennor processes Clinic Data as the Clinic’s Data Processor.
• Zennor is the Data Fiduciary for patient app accounts (phone, name, email, date of birth, consent records), device and diagnostic data, support-chat safety and moderation, clinic business accounts, platform billing, and security logs, as described in the Privacy Policy.

4.2 Clinic obligations

• Have a lawful basis, including valid consent where required, for all Clinic Data, and give patients any notice the law requires. This includes data entered by staff for patients who have not joined the app.
• Not create app accounts for, or send marketing to, persons under 18. Records of minors must be kept outside the patient app, with consent from a parent or lawful guardian.
• Send promotional messages only to patients who have opted in, and honour opt-outs.
• Comply with all record-retention duties that apply to the Clinic, and export records it must keep before its account ends.
• Ensure staff access only the data they need, and remove access for departing staff promptly.

4.3 Zennor obligations as Data Processor

• Process Clinic Data only to provide the platform and on the Clinic’s documented instructions given through the platform, these Terms, or in writing, unless the law requires otherwise.
• Keep Clinic Data confidential and limit access to personnel who need it and are bound by confidentiality.
• Maintain reasonable security safeguards, including encryption in transit, encryption at rest by our cloud providers, role-based access controls, and access logging.
• Use only the sub-processors listed in the Privacy Policy, and update that list before adding a new sub-processor.
• Tell the Clinic without undue delay, and where possible within 24 hours, after becoming aware of a personal data breach affecting Clinic Data, and give reasonable help so the Clinic can meet its notification duties.
• Give reasonable technical help so the Clinic can respond to patients’ requests to access, correct, or erase data.
• At the end of the subscription, make Clinic Data available for export for 30 days. We then delete or de-identify it within 90 days, except data we must keep by law.

5. Clinic Content, Catalog, and Advertising

The Clinic is solely responsible for everything it publishes or sells through Zennor, including treatment and product names, descriptions, prices, offers, claims, images, before/after media, testimonials, and messages (“Clinic Content”). The Clinic warrants that Clinic Content:

• complies with the Drugs and Magic Remedies (Objectionable Advertisements) Act, 1954, the Drugs and Cosmetics Act, 1940 and its Rules, the Consumer Protection Act, 2019, applicable professional conduct rules for medical practitioners, and the ASCI Code;
• does not offer for online purchase any prescription-only medicine (including Schedule H, H1, or X drugs), any unapproved or banned substance, or any product that requires a prescription or in-person assessment before supply;
• uses before/after media and testimonials only with the patient’s written consent, which the Clinic will produce on request;
• does not infringe anyone’s intellectual property, privacy, or other rights; and
• states prices, taxes, validity, and conditions clearly and truthfully.

Zennor hosts Clinic Content as an intermediary under Section 79 of the Information Technology Act, 2000 and does not review it before publication. We may remove or disable Clinic Content, or suspend checkout, without prior notice where we receive a court or government order, a regulatory or patient complaint, or reasonably believe the content is unlawful, misleading, unsafe, or breaches these Terms. We will tell the Clinic where the law allows.

6. Patient Transactions

6.1 The Clinic is the seller

For every treatment, membership, package, product, or other offering sold to patients through Zennor, the Clinic is the seller and service provider. The Clinic is responsible for delivering it, its quality and safety, GST invoices, refunds, cancellations, consumer complaints, and warranties. The Clinic must publish its refund and cancellation terms in the platform before patients can buy, and must respond to patient complaints forwarded by Zennor within the time we specify, so that we can meet our own grievance duties.

6.2 Payment modes

Patient payments are processed by Razorpay, an RBI-authorised payment aggregator. The Clinic’s Order Form or platform settings select one of two modes:

• Clinic Direct: payments are captured on the Clinic’s own Razorpay account and settled by Razorpay to the Clinic’s bank account under the Clinic’s own agreement with Razorpay.
• Platform Route: payments are captured on Zennor’s Razorpay platform account. Razorpay transfers the Clinic’s share to the Clinic’s Razorpay linked account. The remainder is settled to Zennor: any platform fee stated in the Order Form, plus any payment-processing fee shown to the patient at checkout, which covers gateway charges. Zennor does not receive patient funds into its own bank account other than these fees.

6.3 Refunds, chargebacks, and recovery

In both modes the Clinic bears the cost of refunds, chargebacks, disputes, reversals, and related gateway fees and penalties for its transactions. For Platform Route payments, the Clinic authorises Zennor to:

• place transfers on hold, or delay them, where a payment is disputed, appears fraudulent or erroneous, or where the Clinic is new or has elevated refund or dispute rates;
• reverse transfers to fund refunds, chargebacks, and disputes;
• set off any amount the Clinic owes Zennor against future transfers or other amounts payable to the Clinic; and
• invoice any shortfall, which the Clinic must pay within 7 days.

Zennor may respond to disputes using the Clinic’s evidence. The Clinic must provide delivery, consent, and service records within the time Razorpay allows.

6.4 Taxes

The Clinic is responsible for GST and all other taxes on its supplies. Where Zennor must collect tax at source or deduct tax as an e-commerce operator, it will do so from amounts payable to the Clinic and provide the certificates the law requires.

7. Subscription Fees

• Subscription fees and any platform fee are as stated in the Order Form or accepted during onboarding, and are billed in advance.
• Fees exclude GST, which is charged at the applicable rate.
• If payment is overdue for more than 7 days, we may suspend the platform until it is paid.
• We will give at least 30 days’ notice of any fee increase.
• Fees are non-refundable except as stated in the Refund Policy.

8. Communications and TRAI Compliance

The Clinic is the Principal Entity under the TRAI Telecom Commercial Communications Customer Preference Regulations for all SMS, WhatsApp, and push communications it sends through Zennor. The Clinic must hold any required DLT registrations and must not send unsolicited commercial communications to anyone who has not opted in or who is registered on the National Customer Preference Register. If a Clinic-initiated violation results in a regulatory penalty, warning, or suspension of telecom resources against Zennor or its providers, the Clinic will pay liquidated damages of ₹25,000 per violation, which the parties agree is a genuine pre-estimate of Zennor’s loss, in addition to its indemnity.

9. Medical Disclaimer

Zennor is a practice-administration tool. It does not practise medicine, provide medical advice, diagnosis, or treatment, or assess the competence of any practitioner. Use of Zennor does not create a doctor-patient relationship between Zennor and anyone. All clinical decisions, procedures, prescriptions, and outcomes are the sole responsibility of the Clinic and its registered practitioners.

10. Intellectual Property and Confidentiality

All rights in the platform, including software, designs, and the Zennor name and marks, belong to the Company or its licensors. The Clinic keeps ownership of Clinic Content and Clinic Data and grants Zennor a limited licence to host, process, and display them to provide the platform. The Clinic confirms it owns or is licensed to use any logo or mark it uploads. Each party will keep the other’s non-public business information confidential.

11. Third-Party Services

Zennor relies on Google Firebase, Razorpay, the WhatsApp Business Platform, and the other providers listed in the Privacy Policy. Their terms also apply. Zennor is not responsible for outages or acts of those providers that are outside its control.

12. Warranties and Disclaimers

Each party warrants that it has authority to enter into these Terms. Otherwise, the platform is provided “as is” and “as available”. To the extent permitted by law, we do not warrant that it will be uninterrupted or error-free, or that it will meet any regulatory requirement that applies to the Clinic’s business.

13. Indemnity

The Clinic will defend, indemnify, and hold harmless the Company and its directors, officers, and employees from all claims, losses, penalties, fines, and reasonable legal costs arising from:

• any treatment, procedure, product, or service the Clinic provides, including medical negligence claims;
• the Clinic’s failure to have a lawful basis or consent for Clinic Data, or any other breach of data protection law by the Clinic;
• Clinic Content, advertising, or communications;
• refunds, chargebacks, disputes, taxes, and consumer complaints relating to the Clinic’s transactions; and
• the Clinic’s breach of these Terms, or misuse of the platform by its staff.

14. Limitation of Liability

• Neither party is liable for indirect, incidental, special, punitive, or consequential damages, or for loss of profit, revenue, goodwill, or data, even if foreseeable.
• The Company’s total liability for all claims arising out of or relating to these Terms or the platform will not exceed the subscription and platform fees the Clinic actually paid to the Company in the 12 months before the event giving rise to the claim.
• These limits do not apply to the Clinic’s payment obligations, indemnities, or breach of Sections 4.2 or 5, and do not limit liability that cannot be limited by law.
• The Clinic agrees to bring any claim only against the Company, and not personally against its directors, officers, shareholders, or employees, to the extent permitted by law.

15. Suspension and Termination

• Either party may end the subscription as set out in the Order Form or the Cancellation Policy.
• We may suspend or end access immediately for breach of these Terms, non-payment, suspected fraud, a regulatory direction, patient-safety risk, or conduct that exposes Zennor to legal or payment-network risk.
• After termination the Clinic has 30 days to export its data. Section 4.3 then applies to deletion.
• Amounts owed, refund and chargeback liabilities for past transactions, and Sections 4, 6.3, 10, 13, 14, 16, and 17 survive termination. For Platform Route payments, we may hold back from final transfers an amount reasonably needed to cover refunds and chargebacks that may still arise.

16. Governing Law and Disputes

These Terms are governed by the laws of India. The parties will first try to resolve any dispute by good-faith discussion for 30 days. Any unresolved dispute will be settled by arbitration under the Arbitration and Conciliation Act, 1996, by a sole arbitrator appointed by mutual agreement or, failing that, as provided in that Act. The seat of arbitration is Mumbai and the language is English. Subject to this, the courts at Mumbai, Maharashtra have exclusive jurisdiction. Either party may seek urgent interim relief from those courts.

17. General

• Entire agreement and precedence: the Order Form (if any), these Terms, and the policies they refer to form the entire agreement. If they conflict, the signed Order Form prevails, then these Terms, then the policies.
• Changes: we will give at least 14 days’ notice of material changes by email or in-platform notice. Continued use after the effective date means acceptance. If you do not agree, you may end the subscription before the change takes effect.
• Force majeure: neither party is liable for delay caused by events beyond its reasonable control, other than payment obligations.
• Assignment: the Clinic may not assign these Terms without our consent. We may assign them in a merger, acquisition, or sale of our business.
• Severability and waiver: if any provision is unenforceable, the rest remains in force and the provision is applied to the maximum extent allowed. Failure to enforce a right is not a waiver.
• Notices: notices to the Clinic may be sent to its registered admin email. Notices to us go to support@zennor.app and our registered office.
• Relationship: the parties are independent contractors. Nothing creates a partnership, agency, or employment relationship.

18. Contact

Questions about these Terms: support@zennor.app or visit Contact Us.