Terms & Conditions

Last Updated: 08th December 2025

These Terms & Conditions ("Terms") govern the use of the website https://krsnaarpl.com/, mobile application, call centre, and all diagnostic services and related offerings (collectively, the "Platform") operated by Krsnaa Retail Private Limited ("KRPL", "we", "us", "our"). By accessing the Platform or booking any services through it, you ("User", "Patient", "you", "your") agree to be bound by these Terms.

These Terms operate alongside our Privacy Policy, Cookie Policy, User Policy (Acceptable Use Policy), and Refund & Cancellation Policy.

Nature of Services

The Platform enables users to access and book diagnostic and related healthcare support services, which may include:

• Pathology tests and laboratory investigations
• Radiology and imaging services including X-Ray, Ultrasound, CT, MRI, Mammography
• Health check-up and preventive care packages
• Home and centre-based sample collection services
• Online access to reports, booking history, and payment records

No Emergency / Critical Care Services

The Platform does not provide emergency medical or critical care support. In case of health emergencies, contact local emergency services or visit the nearest hospital immediately.

Medical Disclaimer: The Platform does not provide medical consultation, treatment, prescriptions, or clinical diagnosis. All laboratory and radiology reports are intended to be interpreted only by qualified medical practitioners. You should not rely on these reports for self‑diagnosis or treatment decisions and should always consult an appropriate healthcare professional for clinical advice.

Eligibility and Booking

To use the Platform and book services, you must:

• Be at least 18 years of age and legally competent to enter into a binding contract, or
• Be a parent or legal guardian booking services on behalf of a minor or dependent.

By making a booking, you confirm that all information provided (including patient details, contact information, and payment information) is true, accurate, current, and complete. KRPL may cancel services, deny access, or request additional verification if information appears false, incomplete, or misleading.

Booking, Pricing and Payment

• Prices displayed on the Platform generally include charges for the specified pathology or radiology service; however, additional visit, logistics, or service-specific charges may apply based on location or nature of service.
• Certain radiology services may attract additional costs for items such as contrast material, extra films or images, CDs or digital copies, portable or bedside imaging, or repeat scans where applicable.
• To confirm a booking, a full or partial advance payment may be required. The applicable payment terms will be indicated at the time of booking.
• Offers, vouchers, and discounts are subject to separate terms and validity conditions and may be modified or withdrawn at any time.
• Pricing displayed on the Platform may be changed without prior notice; however, confirmed and paid bookings will normally not be affected by later price revisions.

Radiology appointments are typically scheduled subject to equipment and staff availability. Centres may adjust, delay, or reschedule appointments where necessary, including for emergencies, critical cases, or operational reasons. Reasonable efforts will be made to inform you of such changes.

Home Sample Collection

When booking home sample collection, you agree to:

• Ensure the patient is available at the correct address during the scheduled appointment window.
• Follow pre-test preparation instructions (such as fasting or medication restrictions) shared at or before booking.

If the phlebotomist or collection staff cannot complete the visit due to incorrect address, patient unavailability, safety concerns, or other user-related factors, the visit may be recorded as unsuccessful and additional charges may apply for a repeat visit.

Report Delivery

Pathology Reports

Reports are generated after successful testing, quality checks, and validation. Reports may be delivered via:

• Secure website or application login
• Links shared via SMS, email, or messaging platforms (where enabled)
• Physical copies, where applicable

Indicated turnaround times (TATs) are estimates only and may vary based on sample quality, specific test requirements (including temperature-sensitive tests), machine calibration, workload, or other operational factors.

Radiology Reports and Imaging

Radiology outputs may include:

• Digital reports (such as PDF files)
• Films, plates, printed images, or scan outputs
• CDs, DICOM files, or secure online viewer links

Certain items (such as large films, plates, or CDs) may be available only for physical collection at the centre. Timelines may vary based on radiologist availability, case complexity, or review of prior imaging.

Radiology reports are descriptive in nature and must be interpreted by a qualified medical professional. KRPL is not responsible for clinical decisions or treatment outcomes based solely on report content.

Sample and Imaging Recollection

Pathology Sample Recollection

A new sample may be required if:

• The original sample quantity is insufficient
• The sample is haemolysed, clotted, contaminated, or compromised
• Pre-test instructions (such as fasting) were not followed
• There is leakage or damage during transit
• There is an error or mismatch in labelling or identification

Recollection is generally provided at no additional cost when the issue arises from KRPL's processes. If recollection is required due to user-related factors, additional charges may apply.

Radiology Repeat Scans

Repeat imaging may be necessary due to:

• Patient movement or inability to maintain required positioning
• Non-adherence to preparation instructions
• Suboptimal contrast uptake or technical issues
• Equipment-related or internal technical factors
• Correction of an image or report due to internal error

Where repetition is required due to KRPL-related reasons, repeat scans may be provided without additional charges. Otherwise, additional charges may apply.

Cancellation and Refunds

Cancellations and refunds are governed by the Refund & Cancellation Policy in force at the time of your booking. In general:

• For pathology services, cancellations are usually permitted only before sample collection; once a sample is collected, refunds are generally not provided.
• For radiology services, full refunds may be available only if cancellation is made before appointment confirmation or slot allocation. After a slot is confirmed, administrative or slot-blocking charges may apply if you cancel.
• No refund is typically provided once a scan has commenced, contrast has been administered, or the procedure is halted due to patient-related reasons such as refusal, panic, movement, or failure to follow preparation instructions.
• Additional items such as films, CDs, contrast, portable or home imaging, or priority slots are usually non-refundable once used or issued.

Where a refund is approved, it will generally be processed back to the original payment method within a reasonable period, subject to the timelines and processes of banks and payment providers.

Account Security & Login Credentials

You are solely responsible for maintaining the confidentiality of your login credentials. KRPL shall not be held liable for any loss, misuse, or unauthorised access resulting from weak passwords, credential sharing, or negligence.

User Responsibilities

When using the Platform and services, you agree to:

• Use the Platform and services in a lawful, responsible, and ethical manner
• Provide accurate information during registration, booking, and communication
• Treat phlebotomists, centre staff, and customer support personnel with respect and avoid any form of abuse, threats, or harassment

Prohibited Use

You must not misuse the Platform. Specifically, the following are prohibited:

• Uploading malware or harmful code
• Attempting to bypass authentication or security systems
• Using the Platform for fraudulent insurance or reimbursement claims
• Automating data extraction or scraping without authorisation
• Impersonating others or submitting false information
• Circumventing payment systems or manipulating pricing

Violation of these restrictions may result in suspension, legal action, or recovery of costs and damages.

Communication Consent (SMS / Email / WhatsApp)

By using the Platform, you consent to receive transactional and operational communications, including SMS, WhatsApp messages, emails, and calls related to bookings, reports, reminders, updates, and customer support.

Third-Party Services & Links

The Platform may include links or integrations with third-party websites and tools (such as payment gateways or maps). KRPL is not responsible for their content, security, or privacy practices. Use of such services is subject to the respective third-party terms and conditions.

Consent for Handling Medical Data

By providing personal or patient-related information, you confirm lawful authority to share such sensitive medical data with KRPL in accordance with applicable laws and our Privacy Policy.

Indemnity

You agree to indemnify and hold harmless KRPL, its directors, employees, and partners against any claims, losses, damages, or expenses arising from:

• Your misuse of the Platform or violation of these Terms
• Provision of false or unauthorised information
• Breach of applicable laws or third-party rights

Confidentiality

KRPL is committed to maintaining the confidentiality of patient and user information, including personal details, contact data, diagnostic results, and related records. Such information is handled and stored using appropriate safeguards, and confidentiality obligations continue even after reports are delivered or accounts are closed, subject to legal and regulatory requirements.

Employees, contractors, and authorised partners are expected to comply with internal confidentiality and information security policies, and unauthorised disclosure or misuse of information may result in disciplinary or contractual action and, where applicable, legal consequences.

Force Majeure

KRPL will not be liable for delays, interruptions, or failure to provide services arising from events beyond its reasonable control, including but not limited to natural disasters, epidemics or pandemics, civil disturbances, labour disputes, system or utility failures, network outages, or governmental actions or restrictions.

In such cases, reasonable efforts will be made to restore or reschedule services as soon as practicable; however, specific timelines cannot be guaranteed.

Limitation of Liability

To the maximum extent permitted by applicable law:

• The total liability of KRPL in connection with a specific booking or service shall be limited to the amount actually paid by you for that booking or service.
• KRPL shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, revenue, data, or goodwill, arising out of or in connection with use of the Platform or services.
• KRPL shall not be responsible for clinical judgments, treatment decisions, or health outcomes, which remain the responsibility of qualified medical practitioners who interpret the reports and manage patient care.

Nothing in these Terms is intended to exclude any liability that cannot be excluded under applicable law.

Intellectual Property

All content and materials on the Platform, including but not limited to text, graphics, logos, icons, images, interfaces, layouts, reports (excluding underlying medical data), and software, are owned by or licensed to KRPL and are protected under applicable intellectual property laws.

You may use the Platform and its content only for personal, non-commercial purposes directly related to availing KRPL services. You must not copy, reproduce, distribute, modify, create derivative works from, or publicly display any Platform content for commercial or unauthorised purposes without prior written consent from KRPL.

Privacy and Data Protection

KRPL processes personal and medical information in accordance with applicable Indian laws and regulations on data protection, information technology, and confidentiality. Your personal information, including diagnostic and contact details, is collected, used, stored, and shared as described in the Privacy Policy and Cookie Policy available on the Platform.

By using the Platform or submitting your information, you acknowledge that you have reviewed the applicable privacy-related policies and consent to the processing of your information in accordance with them, to the extent permitted by law.

Governing Law and Jurisdiction

These Terms are governed by, and shall be construed in accordance with, the laws of India. Any disputes, claims, or controversies arising out of or relating to these Terms, the Platform, or the services provided through it shall be subject to the exclusive jurisdiction of the competent courts in Pune, Maharashtra, India.

Miscellaneous

• Entire Agreement: These Terms, together with related policies, constitute the entire agreement between you and KRPL regarding Platform use.
• Severability: If any provision of these Terms is held invalid, the remaining provisions shall remain in full force and effect.
• Waiver: Any failure by KRPL to enforce a right or provision shall not constitute a waiver of that right or provision.
• Assignment: You may not assign or transfer your rights or obligations under these Terms without KRPL's prior written consent. KRPL may assign these Terms as part of reorganisation or business restructuring.
• Right to Recover Costs & Damages: KRPL reserves the right to recover direct losses, damages, legal fees, or investigation costs incurred due to your breach or violation of these Terms.

Grievance Redressal

If you have any concerns, feedback, or complaints regarding the Platform, services, or handling of your information, you may contact:

Krsnaa Retail Private Limited
Address: S. No. 243, A-Hissa No. 6/6, CTS No. 4519,
Near Mayur Trade Centre, Chinchwad,
Pune – 411 019, Maharashtra, India

A designated contact or grievance officer will review and respond to grievances in accordance with applicable laws and internal procedures.

Updates to These Terms

KRPL may update or modify these Terms from time to time to reflect changes in legal requirements, services, technology, or business practices. The "Last Updated" date at the top of this document indicates the latest version. By continuing to access or use the Platform after any changes become effective, you will be deemed to have accepted the updated Terms, to the extent permitted by law. If you do not agree with the revised Terms, you should discontinue using the Platform.

Group Personal Accident (GPA) Policy

Financial protection for you and your family against the financial impact of accidental death.

Accidents can have a significant financial impact on individuals and their families. Group Personal Accident is designed to provide financial protection against unforeseen accidents by offering a lump sum benefit in the unfortunate event of an accidental death during the policy period, subject to the policy terms and conditions.

The benefit is intended to help replace the loss of income and support the financial needs of the insured person's family. The claim amount can be used at the nominee's discretion to meet household expenses, repay financial liabilities, fund children's education, or meet any other immediate financial commitments.

Key Features

• Financial protection against accidental death.
• Lump sum payout to the nominee upon an admissible claim.
• Helps reduce the financial burden on the family following an unforeseen accident.
• Provides financial continuity by supporting essential living expenses and other commitments.
• Coverage is available for the policy period as specified in the Certificate of Insurance and is subject to the applicable terms, conditions and exclusions.

This insurance cover is underwritten by Kshema General Insurance Limited. For complete details on eligibility, coverage, exclusions, claim procedure and policy terms, please refer to the Policy Wordings and Certificate of Insurance.

Detailed Terms & Conditions

The Group Personal Accident Policy is underwritten by Kshema General Insurance Limited and is governed by the terms, conditions, exclusions and definitions contained in the Policy Wordings and Certificate of Insurance. The following are the key terms applicable to the policy:

Coverage:

• The policy provides financial protection in the event of Accidental Death occurring during the policy period, subject to the policy terms and conditions.

Eligibility:

• Coverage is available only to eligible persons enrolled under the Group Personal Accident Policy.
• Insurance coverage commences and expires as specified in the Certificate of Insurance.

Policy Period: The insurance cover is valid only during the policy period mentioned in the Certificate of Insurance. Claims are admissible only for covered events occurring during the policy period, subject to the policy terms.

Major Exclusions

No benefit shall be payable for claims arising directly or indirectly from, including but not limited to:

• Natural death.
• Suicide or attempted suicide.
• Self-inflicted injury.
• War, invasion, civil war, rebellion or military operations.
• Alcohol or drug abuse.
• Participation in hazardous or professional sports.
• Criminal or unlawful acts.
• Nuclear, chemical or biological incidents.
• Any claim arising beyond 12 months from the date of the accident.
• Animal bites, snake bites, insect bites and perils of the sea.

Claim Intimation: Claims should be intimated to Kshema General Insurance as soon as reasonably possible following the accident. The insured/nominee may be required to submit the prescribed claim form, identity proof, medical records, police documents (where applicable) and any other supporting documents required for claim assessment.

Claim Settlement: Claims shall be processed in accordance with the applicable IRDAI regulations and the policy terms upon receipt of all required documents.

General Conditions:

• Benefits are subject to the Sum Insured specified in the Certificate of Insurance.
• The policy is subject to all applicable definitions, terms, conditions, limitations and exclusions contained in the Policy Wordings.
• Any misrepresentation, fraud or non-disclosure of material facts may result in cancellation of the policy or rejection of the claim.

Disclaimer: This webpage is intended to provide a brief overview of the insurance cover. The insurance contract is governed solely by the Policy Wordings, Certificate of Insurance, applicable endorsements and the provisions of the Insurance Act, 1938, IRDAI regulations and other applicable laws. In the event of any inconsistency, the policy documents shall prevail.

Customer Support
For any queries regarding policy coverage, claims or policy servicing, please contact Kshema General Insurance Limited:
Toll-Free: 1800 572 3013
Email: support@kshema.co
Website: www.kshema.co

Group Hospital Cash Policy

Unexpected hospitalization can place a financial burden on individuals and their families beyond medical expenses. A Group Hospital Cash Policy provides a fixed daily cash benefit during eligible hospitalization, helping manage incidental expenses that may arise during the course of treatment.

Unlike traditional health insurance, which reimburses medical expenses, a Group Hospital Cash Policy pays a pre-defined daily benefit as specified in the Certificate of Insurance. The benefit can be used at the insured person's discretion to meet expenses such as travel, food, accommodation for attendants, temporary loss of income, or any other financial commitments during hospitalization.

Key Features

• Fixed daily cash benefit during eligible hospitalization.
• Financial support for incidental hospitalization-related expenses.
• Helps reduce the financial impact of hospitalization on individuals and their families.
• Benefit amount and coverage are as specified in the Certificate of Insurance.
• Coverage is subject to the policy terms, conditions and exclusions.

For complete details on eligibility, benefits, exclusions and claims process, please refer to the Policy Wordings and Certificate of Insurance.

Detailed Terms & Conditions

The Group Hospital Cash Policy is underwritten by Kshema General Insurance Limited and is governed by the Policy Wordings, Certificate of Insurance, applicable endorsements and the terms and conditions of the policy.

Coverage:

• The policy provides a fixed daily Hospital Cash Benefit for eligible hospitalization arising due to illness or accidental injury during the policy period.
• The benefit is intended to provide financial assistance towards incidental expenses associated with hospitalization, including travel, food, attendant expenses, temporary loss of income and other day-to-day financial commitments.
• Benefits are payable in accordance with the limits specified in the Certificate of Insurance and subject to the applicable policy terms and conditions.

Eligibility:

• Coverage is available only to eligible members enrolled under the Group Hospital Cash Policy.
• Insurance cover is valid for the period specified in the Certificate of Insurance.

Exclusions:

• Deductible: 0 days
• Initial Waiting Period: Waived
• Specific Disease Waiting Period: Waived
• Pre-Existing Disease (PED) Waiting Period: Waived
• Claims Payout: Reimbursement Only
• The premium quoted is strictly in respect of the coverages described above. No other coverages are included unless specifically agreed.
• Coverage: Hospitalization expenses incurred due to illness or accidental injury.
• Policy Type: Group Health Insurance Policy.
• All benefits are subject to the terms, conditions, exclusions and limits specified in the Policy Wordings and Certificate of Insurance issued by Kshema General Insurance Limited.

Claim Intimation: Claims should be intimated to Kshema General Insurance Limited as soon as reasonably possible after hospitalization. The insured person may be required to submit the prescribed claim form along with supporting documents, including hospital records, discharge summary and any other documents requested by the insurer for claim assessment.

General Conditions:

• Benefits are payable only for admissible claims covered under the policy.
• Any misrepresentation, fraud or non-disclosure of material facts may result in cancellation of the policy or rejection of the claim.
• The policy is subject to all applicable definitions, terms, conditions, limitations and exclusions contained in the Policy Wordings.

Disclaimer: This webpage is intended to provide a brief overview of the Group Hospital Cash Policy. The insurance contract is governed solely by the Policy Wordings, Certificate of Insurance, applicable endorsements and the provisions of the Insurance Act, 1938 and IRDAI regulations. In the event of any inconsistency, the policy documents shall prevail.

Customer Support
For any queries regarding your Group Hospital Cash Policy, coverage, claims or policy servicing, please contact Kshema General Insurance Limited:
Toll-Free: 1800 572 3013
Email: support@kshema.co
Website: www.kshema.co

Escalation Matrix

SPOC: Devendra Sharma
Email: devendra.sharma@kshema.co
Mobile: 8879993437

Level 1
Operations AVP: Ms Niharika Reddy
Email: niharika.m@kshema.co
Mobile: 7981804663

Level 2
Vamshi Krishna
Email: vamshikrishna.k@kshema.co
Mobile: 9966016341

Kshema General Insurance Toll-Free Number: For any queries regarding your Group Personal Accident Policy, coverage, claims or policy servicing, please contact Kshema General Insurance's Customer Support at Toll-Free: 1800 572 3013.

Frequently Asked Questions

Krsnaa Diagnostics Complimentary Group Personal Accident Policy