Terms and Conditions

These Terms and Conditions (“Terms”) govern your access to and use of the website, applications, teleconsultation services, counselling or support services, care coordination services, programmes, content, and related offerings made available by Onen Health (“Onen Health,” “we,” “us,” or “our”) (collectively, the “Services”).

By accessing or using the Services, creating an account, booking a consultation, making a payment, submitting information, participating in teleconsultations or calls, or otherwise interacting with Onen Health, you agree to be bound by these Terms and our Privacy Policy.

1. Eligibility and Acceptance

You may use the Services only if you are legally capable of entering into a binding agreement under applicable law. If you are using the Services on behalf of another person, including a family member or dependent, you represent that you are duly authorised to do so and to provide information on their behalf.

Your acceptance of these Terms may occur electronically, including through website or app flows, clicks, checkboxes, bookings, digital onboarding, or other electronic communications used in connection with the Services.

2. Nature of the Services

Onen Health is a telehealth and care-coordination platform. Depending on the service you use, the Services may include one or more of the following:

teleconsultations with registered medical practitioners;
consultations or interactions with psychologists, counsellors, coordinators, coaches, or support personnel;
care coordination and follow-up support;
programme-based support for alcohol-use recovery or related health goals;
laboratory, pharmacy, diagnostic, referral, or fulfilment coordination through third-party partners;
educational, informational, behavioural, or progress-support tools;
digital intake, scheduling, messaging, documentation, and record-management workflows.

Some services are clinical in nature and may only be delivered by appropriately qualified professionals. Other components of the Services may be administrative, educational, technical, supportive, or operational in nature.

Unless expressly stated otherwise for a specific service in writing, the Services are generally intended for outpatient and telehealth-based support and do not include inpatient hospitalisation, residential detoxification, or 24/7 supervised withdrawal management.

3. Not for Emergency Use

The Services are not intended for medical emergencies, psychiatric emergencies, or crisis response. Do not use the Services for emergencies, severe withdrawal symptoms, suspected delirium tremens, alcohol-withdrawal seizures, severe confusion, hallucinations, loss of consciousness, overdose, severe breathing difficulty, severe chest pain, suicidal thoughts, violent behaviour, severe dehydration, or any other urgent or life-threatening condition.

If you or another person may be experiencing an emergency or severe withdrawal-related risk, seek immediate in-person medical attention, hospital care, or emergency services without delay.

4. Teleconsultation, Withdrawal Risk, and Escalation to In-Person or Inpatient Care

Teleconsultations are provided subject to professional judgment, clinical appropriateness, availability, and the information you provide. A treating practitioner may decide that teleconsultation is not appropriate for your condition and may advise or require in-person consultation, laboratory testing, specialist review, emergency evaluation, supervised detoxification, residential treatment, or hospital admission.

By using teleconsultation services, you acknowledge and agree that:

teleconsultation has inherent limitations compared with in-person assessment;
the quality and usefulness of teleconsultation depends on the completeness and accuracy of the information you provide;
technical interruptions, connectivity issues, or the absence of physical examination may affect the consultation;
a practitioner may require audio, video, records, investigations, third-party examination assistance, or in-person review depending on clinical need;
a practitioner may refuse, defer, discontinue, or reschedule a consultation where clinically or operationally appropriate;
any prescription, recommendation, or care plan remains subject to the independent professional judgment of the treating practitioner.

You further acknowledge that telehealth and outpatient care may not be suitable for all alcohol-related conditions, especially where there is risk of severe or complicated withdrawal. Individuals with suspected or known risk factors such as prior delirium tremens, prior alcohol-withdrawal seizures, severe withdrawal symptoms, major medical illness, major psychiatric instability, pregnancy, poor social support, failed outpatient detoxification, or other high-risk features may require urgent in-person evaluation, supervised detoxification, or inpatient treatment.

5. Medical Information and User Responsibility

You agree to provide information that is accurate, current, complete, and not misleading. This includes identity details, contact details, symptoms, medical history, alcohol and other substance use history, medications, allergies, prior treatment, laboratory reports, prescriptions, and any other information relevant to the Services.

Without limiting the above, where the Services relate to alcohol-use treatment, withdrawal management, or recovery support, you agree to disclose any history of:

severe alcohol withdrawal;
delirium tremens;
alcohol-withdrawal seizures;
hallucinations or confusion during withdrawal;
prior hospital admission or detoxification for alcohol use;
significant liver disease, heart disease, kidney disease, pancreatitis, or other major medical illness;
psychiatric illness, self-harm risk, or past psychiatric admission;
current use of sedatives, benzodiazepines, opioids, or other substances;
pregnancy or other special clinical circumstances.

You are responsible for updating material changes in your health status or other relevant information. Onen Health and treating professionals may rely on the information you provide. We are not responsible for consequences arising from inaccurate, incomplete, outdated, or misleading information provided by you or on your behalf.

You authorise Onen Health to facilitate consultations, follow-ups, care coordination, support communications, and related service workflows through phone calls, video, messaging, email, or other available channels.

You understand that, depending on the Services, authorised internal personnel and authorised third-party providers involved in your care or service delivery may require access to relevant information for scheduling, support, care coordination, fulfilment, recordkeeping, compliance, quality review, or continuity of care, subject to our Privacy Policy and applicable law.

7. No Guarantee of Outcomes

Onen Health does not guarantee diagnosis, treatment success, abstinence, reduced drinking, relapse prevention, symptom improvement, withdrawal safety, programme completion, medication response, cure, or any specific health, behavioural, psychological, or recovery outcome.

Some individuals may improve with outpatient or telehealth-based support, while others may require in-person, supervised, or inpatient treatment. Outcomes depend on multiple factors, including clinical severity, medical and psychiatric comorbidity, biological variation, adherence, social support, follow-up, and factors outside our control.

8. AI and Information-Only Tools

Any AI-assisted, automated, algorithmic, or technology-enabled feature made available through the Services is provided for informational, operational, documentation-support, workflow-support, or user-support purposes only, unless expressly stated otherwise.

Such tools are not intended to independently diagnose, prescribe, counsel as a clinician, treat, or replace the judgment of a qualified healthcare professional. You must not rely on any AI-generated or automated output as a substitute for direct medical advice, diagnosis, prescription, or treatment from an appropriately qualified professional.

9. Practitioner Relationship and Professional Responsibility

Where clinical services are provided, medical advice, prescriptions, diagnoses, and treatment decisions are the responsibility of the treating registered medical practitioner or other qualified professional acting in their professional capacity.

Onen Health may facilitate discovery, scheduling, communications, care coordination, workflow support, triage support, and other non-clinical services. Except where Onen Health is itself the direct provider of a particular service, Onen Health does not independently practice medicine merely by operating the platform or coordinating services.

10. Counselling, Coaching, and Support Services

Some services may include counselling, coaching, recovery support, educational guidance, or care navigation. Unless expressly stated otherwise, such services are not a substitute for emergency intervention, psychiatric admission, inpatient detoxification, residential rehabilitation, or in-person clinical evaluation where required.

Where support or coaching services are provided, they are intended to complement, and not replace, appropriate medical or psychological care.

11. Appointments, Rescheduling, and Cancellation

Appointments are subject to availability. We may reschedule, delay, substitute, or cancel appointments due to practitioner availability, technical issues, operational needs, compliance requirements, emergencies, or other circumstances.

We may also decline, discontinue, or redirect a consultation or programme pathway where we believe the user is clinically unsuitable for telehealth or outpatient care, where emergency or inpatient evaluation is required, or where the requested service cannot appropriately or lawfully be delivered through the platform.

You may cancel or reschedule appointments in accordance with the timelines, rules, and service-specific conditions displayed at the time of booking, purchase, or programme enrolment.

Unless otherwise stated in a specific offer, package, or written policy:

missed appointments may be treated as consumed slots;
late cancellations may be non-refundable;
no-shows may not be eligible for refund or rescheduling.

12. Fees, Payments, and Refunds

Fees for Services, subscriptions, consultations, programmes, diagnostics, fulfilment, or related components will be displayed through the relevant purchase, booking, or onboarding flow.

You agree to pay all applicable fees, taxes, charges, and third-party costs associated with the Services you choose. Payments may be processed through third-party payment service providers.

Refunds, if any, will be governed by the specific terms displayed at the time of purchase or booking, by any service-specific cancellation policy, and by applicable law. Unless otherwise stated, completed consultations, consumed service components, already-rendered professional time, already-initiated fulfilment, already-used programme benefits, and third-party pass-through charges may be non-refundable.

If a consultation or programme pathway is not clinically appropriate for telehealth, outpatient care, or the requested service after screening or professional review, we may redirect you to a higher-acuity or alternative pathway. Any refund, credit, or adjustment in such cases will be governed by the applicable booking, programme, or commercial terms, and by applicable law.

In some cases, a user may require brief inpatient treatment, supervised detoxification, residential care, or another higher-acuity intervention as part of an appropriate clinical pathway. Where such escalation is recommended by the treating practitioner or care team, this will be treated as a clinically appropriate progression of care rather than a failure of the Services. To the extent permitted by applicable law, amounts already paid for assessments, consultations, programme onboarding, care coordination, reserved practitioner time, or other Services already rendered or allocated may be non-refundable. Where feasible and clinically appropriate, Onen Health may continue, pause, adapt, resume, or extend relevant aftercare, coordination, recovery-support, or follow-up components following discharge or transition back to outpatient care.

We may suspend or decline Services in the event of failed payments, chargebacks, suspected fraud, payment disputes, or misuse.

13. Third-Party Providers and Fulfilment

Certain parts of the Services may be provided, facilitated, or fulfilled by third parties, including laboratories, pharmacies, payment gateways, cloud vendors, analytics vendors, communication providers, logistics partners, referral providers, and licensed healthcare professionals.

While we may coordinate with such providers, their products and services may also be governed by their own terms, policies, and professional obligations. Onen Health is not responsible for the independent acts, omissions, delays, failures, malpractice, product defects, stock issues, delivery issues, or service quality issues of third-party providers, except to the extent liability cannot be excluded under applicable law.

14. Prescriptions, Medication, and Compliance

Any prescription, medicine, dosage change, tapering plan, or treatment recommendation may only be made by an appropriately qualified and authorised professional where clinically appropriate and legally permissible.

You agree not to self-medicate, misuse prescriptions, share medicines, alter prescribed dosages without medical advice, or treat platform content as a substitute for direct clinical advice. You are responsible for following the treating practitioner’s instructions and for obtaining any advised follow-up consultations, tests, emergency care, detoxification, or inpatient treatment.

Some medicines may require video consultation, prior records, additional screening, investigations, in-person review, or may not be prescribed through teleconsultation at all.

15. Secondary Users and Family Use

If you create, manage, or use the Services on behalf of another individual, including a family member, dependent, or authorised secondary user, you represent that you have the authority to do so and to provide, receive, and manage relevant information on their behalf.

You are responsible for ensuring that any such use is authorised and lawful. We may rely on such representation unless we have reason to believe otherwise.

16. Privacy and Data Handling

Your use of the Services is subject to our Privacy Policy, which describes how we collect, use, store, share, transfer, and protect personal data and sensitive personal data or information.

By using the Services, you acknowledge that your information may be processed as described in the Privacy Policy and as necessary for the provision of the Services and compliance with applicable law.

17. Limited Access to Records and Internal Systems

You acknowledge that Onen Health uses internal workflows, internal documentation systems, internal assessments, internal operational logic, internal care-coordination processes, triage processes, internal quality-review procedures, and proprietary systems that constitute confidential business information and intellectual property.

Accordingly:

we do not provide unrestricted access to our internal systems, internal notes, internal assessments, internal workflows, internal quality-review materials, audit logs, or security records;
we do not currently offer a self-serve portal or automatic export facility for all underlying records associated with our internal workflows;
subject to applicable law, requests for correction of inaccurate or deficient information you provided may be considered in accordance with our Privacy Policy and applicable legal requirements.

18. Acceptable Use

You agree not to:

use the Services for any unlawful, abusive, fraudulent, harmful, defamatory, obscene, or infringing purpose;
impersonate any person or misrepresent your identity, authority, or eligibility;
interfere with the Services, servers, networks, accounts, or security features;
attempt unauthorised access, reverse engineering, scraping, data extraction, or automated harvesting;
upload malicious code, viruses, or harmful content;
misuse consultations, staff time, prescriptions, programme benefits, offers, or support channels;
use the Services in a way that infringes the rights, privacy, confidentiality, or safety of others.

Inappropriate, abusive, threatening, harassing, discriminatory, sexually inappropriate, violent, or unsafe behaviour toward our staff, practitioners, support personnel, partners, or other users is strictly prohibited.

We may monitor, restrict, suspend, or terminate access where we reasonably believe misuse, unlawful conduct, abuse, security risk, or inappropriate behaviour toward our staff or partners exists. To the extent permitted by applicable law, such suspension or termination may occur without refund, including where staff safety, operational integrity, or continuity of care is affected.

19. Intellectual Property

The Services, including the website, app, software, design, content, text, graphics, logos, workflows, interfaces, compilations, internal process design, programme structures, triage logic, care-coordination frameworks, and related materials, are owned by or licensed to Onen Health and are protected by applicable intellectual property laws.

Except for limited personal use as permitted by these Terms, you may not copy, distribute, modify, reproduce, republish, transmit, create derivative works from, reverse engineer, sell, license, or commercially exploit any part of the Services without our prior written permission.

20. Communications

You consent to receive service-related communications from us, including via phone, SMS, WhatsApp, email, app notifications, or other electronic means, in connection with appointments, support, account activity, billing, programme operations, follow-ups, safety communications, and other essential service matters.

Where permitted by law, we may also send promotional, educational, or informational communications. You may opt out of non-essential promotional communications, but you will continue to receive essential service-related communications.

21. Disclaimer

To the maximum extent permitted by applicable law, the Services are provided on an “as is” and “as available” basis. Onen Health does not warrant that the Services will be uninterrupted, error-free, secure, or suitable for every purpose, condition, or user.

General content, educational content, programme content, AI-generated or automated outputs, questionnaires, check-ins, operational suggestions, and other non-clinical content made available through the Services are for informational and support purposes only and should not be treated as a substitute for direct medical advice, diagnosis, prescription, or treatment from a qualified professional.

Onen Health does not warrant that telehealth or outpatient management is appropriate for every alcohol-related condition, withdrawal scenario, or recovery pathway.

22. Limitation of Liability

To the maximum extent permitted by applicable law, Onen Health, its affiliates, directors, officers, employees, contractors, licensors, and service providers shall not be liable for any indirect, incidental, special, exemplary, consequential, or punitive damages, or for any loss of profits, revenue, goodwill, data, opportunity, or business interruption arising out of or relating to the Services.

Without limiting the foregoing, Onen Health shall not be responsible for:

clinical decisions made by independently practicing professionals acting in their professional capacity;
outcomes dependent on user adherence, biological variation, relapse, refusal to follow advice, or third-party factors;
failure by the user to disclose severe withdrawal history, delirium tremens, seizures, substance use, major illness, psychiatric history, or other material information;
delays, interruptions, inaccuracies, or failures caused by connectivity issues, user devices, third-party systems, or force majeure events;
unauthorised access arising from your failure to secure your devices, credentials, or communication channels;
the independent acts or omissions of third-party providers;
adverse outcomes arising where emergency, inpatient, or in-person care was required but not promptly obtained.

To the extent permitted by law, Onen Health’s aggregate liability arising out of or relating to the Services shall not exceed the amount actually paid by you to Onen Health for the specific Service giving rise to the claim during the three (3) months immediately preceding the event giving rise to liability.

Nothing in these Terms limits liability that cannot lawfully be excluded.

23. Indemnity

You agree to indemnify and hold harmless Onen Health, its affiliates, directors, officers, employees, contractors, and service providers from and against claims, losses, liabilities, damages, costs, and expenses, including reasonable legal fees, arising out of or relating to:

your breach of these Terms;
your misuse of the Services;
your violation of applicable law or third-party rights;
inaccurate, incomplete, or misleading information provided by you or on your behalf;
your unauthorised use of another person’s information or account.

24. Suspension and Termination

We may suspend, restrict, or terminate your access to the Services, or any part of them, at any time, with or without notice, where reasonably necessary for security, legal compliance, payment default, fraud prevention, misuse, abuse, inappropriate behaviour toward staff or partners, operational reasons, or risk management.

You may stop using the Services at any time. Termination will not affect provisions that by their nature should survive termination, including provisions relating to fees due, intellectual property, disclaimers, limitation of liability, indemnity, governing law, and dispute resolution.

25. Changes to the Services or Terms

We may modify, suspend, or discontinue any part of the Services from time to time. We may also update these Terms. Updated Terms will become effective when posted or otherwise communicated, unless a later effective date is stated. Your continued use of the Services after such update constitutes acceptance of the revised Terms.

26. Governing Law and Jurisdiction

These Terms are governed by the laws of India. Subject to applicable law, the courts at Hyderabad, Telangana shall have exclusive jurisdiction over disputes arising out of or relating to these Terms or the Services.

27. Contact

For support or general queries, please contact: Email: hello@onen.in

For privacy or data-related grievances, please contact the Grievance Officer listed in our Privacy Policy.

28. Electronic Record

These Terms constitute an electronic record and may be accepted through electronic means. They are published in accordance with applicable law relating to electronic records and electronic contracts.