Terms of Service

1. Acceptance of Terms

By accessing or using the DR. Khokha platform ("Platform"), you agree to be bound by these Terms of Service. If you do not agree, please do not use the Platform.

2. Description of Service

DR. Khokha is a healthcare technology platform connecting patients with doctors, clinics, diagnostic centers, pharmacies, and emergency services. We provide scheduling, teleconsultation, digital prescription fulfillment, wallet, and subscription services.

3. User Accounts

You must create an account to access platform features. You are responsible for maintaining the confidentiality of your credentials and for all activities that occur under your account.

4. Prohibited Conduct

• Using the Platform for unlawful or unauthorized purposes.
• Misrepresenting medical credentials, identities, or license statuses.
• Interfering with the security or operational integrity of the Platform.
• Uploading or transmitting fraudulent or malicious data.

5. Limitation of Liability

To the maximum extent permitted by law, DR. Khokha shall not be liable for any indirect, incidental, or consequential damages arising out of your use of the Platform.

6. Governing Law

These Terms shall be governed by the laws of India. Any disputes shall be subject to the exclusive jurisdiction of the competent courts in India.

1. Pharmacy Partner Eligibility & Drug Licensing

To register and operate as a Pharmacy Partner on the DR. Khokha platform, you must hold a valid and subsisting Retail/Wholesale Drug License issued by the State Drugs Control Department in accordance with Form 20, 20B, 21, or 21B of the Drugs and Cosmetics Rules, 1945.

• The pharmacy must employ at least one qualified and registered pharmacist duly registered under the Pharmacy Act, 1948, who is present during order dispensation.
• Partners must furnish verified KYC documents, including GSTIN, PAN, Drug License copy, FSSAI registration (for nutraceuticals and health supplements), and bank account details for payouts.
• Any suspension, expiry, or cancellation of the drug license must be notified to DR. Khokha immediately.

2. Prescription Verification & Dispensing Compliance

The dispensing of prescription-only drugs (Schedule H, Schedule H1, and Schedule X) is subject to strict regulatory compliance:

• Prescription medicines may only be dispensed against a valid, digitally authentic or physically signed prescription issued by a Registered Medical Practitioner (RMP).
• The pharmacist must verify the prescription details, including patient name, prescribing doctor credentials, medication dosage, formulation, and validity before processing.
• Habit-forming drugs, psychotropic substances under the NDPS Act, and Schedule X formulations shall not be delivered via online courier services.
• Dispensing registers and records must be maintained in physical or electronic form as required by the Drugs and Cosmetics Rules and Pharmacy Practice Regulations.

3. Product Quality, Inventory & Pricing Standards

Pharmacies are solely responsible for ensuring the authenticity, quality, and accuracy of medicines listed and delivered through the platform:

• All medicine listings must accurately display product name, composition, manufacturer, batch number, expiry date, and MRP.
• Dispensing expired, near-expiry (less than 3 months of shelf life remaining, unless explicitly discounted and disclosed), recalled, counterfeit, or substandard medicines is strictly prohibited and constitutes grounds for immediate blacklisting and legal referral.
• Prices charged to patients must not exceed the Maximum Retail Price (MRP) printed on the product packaging, inclusive of all taxes.

4. Order Fulfillment, Packaging & Cold-Chain Logistics

• Pharmacies agree to acknowledge and process received orders within designated service-level timelines (typically 30 to 60 minutes during operating hours).
• All orders must be packed in sealed, tamper-evident, water-resistant packaging to prevent damage during transit.
• Temperature-sensitive medications (e.g., insulin, vaccines, biologics) requiring cold-chain maintenance (2°C to 8°C) must be packaged with appropriate ice packs or temperature-regulated containers.
• Pharmacies must promptly update the order status on the portal/app with accurate tracking information and courier partner details upon dispatch.

5. Platform Fees, Wallet Payouts & Settlement

• Customer payments collected digitally via DR. Khokha will be credited to the Pharmacy Partner's wallet ledger after deducting agreed platform facilitation fees and gateway charges.
• Settlements/payouts from the wallet balance to the registered bank account can be initiated according to the agreed payout cycle (weekly/bi-weekly).
• DR. Khokha reserves the right to adjust, withhold, or reverse wallet funds in cases of patient refunds resulting from dispensing mistakes, wrong items, counterfeit claims, or non-delivery.

6. Cancellations, Returns & Refunds

• Returns are accepted if the customer receives damaged packaging, incorrect medications, or expired items. In such cases, the pharmacy shall bear the replacement or full refund costs.
• Unopened, intact non-prescription products may be returned in accordance with DR. Khokha's return window policy.

7. Audit, Inspections & Account Termination

DR. Khokha reserves the right to audit pharmacy premises, verify drug storage standards, and inspect licensing compliance at any reasonable time. Failure to maintain required standards, breach of regulations, or repeated customer complaints may result in immediate suspension or termination of partner privileges.