1. About OnHealth
OnHealth is an online healthcare platform that allows users to:
- Book diagnostic laboratory tests
- Schedule home sample collection
- Visit partner laboratories or centres for tests that require it
- View and download digital reports
- Receive booking updates
- Access health packages
- Manage patient profiles
OnHealth acts as a booking and technology platform. Diagnostic testing is carried out by independent partner laboratories. We may add, change or withdraw Services at any time.
2. Definitions
- “You” or “User” means any person who accesses or uses the Platform or Services.
- “Partner Laboratory” means an independent diagnostic laboratory or collection centre that performs tests or issues reports through the Platform.
- “Third Party” means any individual or entity other than you and OnHealth.
- “Fee” means the amount payable for the Services you book.
3. Eligibility
You may use the Platform only if you:
- Are at least 18 years old and legally capable of entering into a binding contract in India, or
- Use the Platform under the supervision of a parent or legal guardian, who accepts these Terms on your behalf.
You confirm that all information you provide is accurate and complete, and that you will use the Services in compliance with applicable laws. You are responsible for all bookings and transactions made under your name or account. Your right to use the Services is personal and non-transferable.
4. User account
You are responsible for:
- Keeping your account secure
- Protecting your OTP and login credentials
- Maintaining accurate personal and patient information
OnHealth is not responsible for unauthorised access to your account resulting from your negligence. Please inform us immediately if you suspect misuse.
5. Booking confirmation
A booking is confirmed only after:
- Successful payment (if prepaid), or
- Confirmation by OnHealth.
Services are non-transferable. Only the person for whom the booking was made may use the Service. You will receive booking details, including the Order ID, by SMS, email, phone call or WhatsApp. Please check these channels regularly for updates.
OnHealth may reschedule or cancel a booking, with intimation to you, because of technician availability, laboratory availability, weather, local restrictions or other operational reasons.
6. Home sample collection
The collection time shown is an estimate. Actual collection may vary due to traffic, weather, emergencies, technician availability or laboratory capacity.
You must ensure:
- The address is correct
- The phone number is reachable
- The patient is available at the scheduled time
- Required fasting or preparation has been followed
Failure to do so may require rebooking, and additional charges may apply.
Waiting time. The technician will wait up to fifteen (15) minutes after arriving at the collection location for the patient to provide the required sample(s). If a sample cannot be provided within this time and a partial collection is made, the tests for which samples were not collected will be cancelled, and no re-collection or refund will be provided for those tests. Alternatively, you may ask to reschedule the entire booking before any sample is collected, subject to slot availability and applicable charges.
Change of slot. A request to change the time of a confirmed collection will be accommodated only subject to slot and technician availability. If the requested slot is unavailable, the originally confirmed slot remains valid. OnHealth is not liable for delays or missed collections arising from operational limits, routing or back-to-back appointments.
7. Test preparation
Some tests require fasting, medication restrictions, morning sample collection or other special preparation. You must read and follow the preparation instructions published on the Platform for your test. Improper preparation may affect results, and OnHealth and the Partner Laboratory are not liable for such effects.
8. Collection and transport charges
Where applicable, a collection and transport charge may be levied on home-collection bookings. The following rules apply:
- Discount coupons do not apply to these charges.
- If a booking is fully rescheduled, charges already paid are not levied again.
- If a booking is only partly rescheduled, transport charges may apply again.
- For a re-collection arranged because a sample was rejected or unsuitable, charges are not levied again.
- If tests are added to an existing booking for the same patient, only consumable charges are added.
- If a test is cancelled in part, only the consumable charge for the cancelled test is deducted.
- Refunds, where due, include these charges, subject to the Cancellation & Refund Policy.
- OnHealth may waive these charges in special circumstances at its discretion.
9. Laboratory services
Laboratory testing is performed by our Partner Laboratories. Medical reports are generated solely by the Partner Laboratory. OnHealth does not perform, supervise or guarantee the clinical quality of tests, and does not endorse any specific laboratory, test, doctor or procedure.
When you book a test, you expressly consent to OnHealth sharing your personal and health data with the relevant Partner Laboratory, technician and other service providers, solely to provide the Services.
Any complaint about a report should be raised with OnHealth support in the first instance and will be taken up with the Partner Laboratory. Liability for the content of a report rests with the Partner Laboratory that issued it.
10. Reports
Digital reports are generally available within the estimated turnaround time shown at booking. Delays may occur because of additional verification, repeat testing, instrument maintenance, technical issues or public holidays. Report timings are estimates and are not guaranteed.
Samples are processed only after full payment is received. Any delay caused by incomplete or delayed payment is attributable to you.
The Services are not suitable for emergencies and should not be used in an emergency.
11. Retesting and report queries
- Requests for retesting or report review must be made within 30 days of the test date.
- A comparison with another laboratory’s report will be considered only if the other test was done within 3 days of ours. Analytes with high natural variation will not be considered.
- If a discrepancy is reported, the Partner Laboratory’s quality team will carry out a root cause analysis and decide the next steps. Retesting is subject to approval by the quality team, whose decision will be final.
- Once a retest schedule is confirmed with you, it will not be changed.
- If the same query is raised again after a resolution following a proper root cause analysis, that resolution will be treated as final.
12. Medical disclaimer
OnHealth does not provide medical advice, diagnosis or treatment. Information on the Platform is for informational and scheduling purposes only.
- Reports must not be interpreted without consultation with a qualified healthcare professional.
- Never ignore, avoid or delay professional medical advice because of information on our Platform.
- No doctor–patient relationship is created by your use of the Platform or by any help we give in finding a test, laboratory or specialist.
- OnHealth makes no representation about the qualifications or quality of work of any Partner Laboratory or professional. Any engagement with them is on a principal-to-principal basis, at your own judgement.
13. Test accuracy
Laboratory results depend on sample quality, patient preparation, biological variation and testing methodology. No diagnostic test is 100% accurate. Clinical diagnosis should always consider symptoms and medical history.
14. Emergency services
OnHealth does not provide ambulance services, emergency medical treatment or emergency consultation. In a medical emergency, contact your nearest hospital or emergency services immediately.
15. Pricing and taxes
Prices displayed on the Platform include applicable taxes unless stated otherwise. Prices may change without prior notice. The price applicable to you is the price shown at the time of booking.
OnHealth may refuse or cancel an order listed at an incorrect price, even after confirmation or payment. If payment was taken, it will be refunded to the original payment method within 7–14 working days, and you will be informed in writing.
You are responsible for all applicable charges, fees and taxes for the Services you use.
16. Payments
We accept online payments through authorised payment gateways. OnHealth does not store:
- Credit card details
- Debit card details
- UPI PIN
- Banking passwords
Payments are processed by third-party payment providers and are subject to their terms and privacy policies. OnHealth is not responsible for any malfunction, error or defect in a payment gateway. Any dispute about a payment mechanism must be taken up with the relevant provider.
Services begin only after payment is received, where online payment is chosen.
17. Cancellation and refund policy
Cancellation by you. You may cancel a booking before sample collection, using the process on the Platform. Cancellation or modification charges, if any, will be shown to you.
Refund eligibility. Refund depends on whether the sample has been collected and whether laboratory processing has started. A refund is given only where your query is found valid after review by OnHealth’s quality or support team.
No refund will be issued if:
- Sample collection has been completed
- Laboratory testing has begun
- Incorrect patient information was provided
- The patient refuses collection after the technician arrives
- The request is made after 7 days from the date of payment
Cancellation by OnHealth. OnHealth may reschedule or cancel a booking with prior intimation. If OnHealth cancels or cannot confirm your booking, please contact us within 7 days to reschedule or claim a refund. After that period, a refund may not be available.
Refund timeline and method. Eligible refunds are generally processed within 5–10 business days of approval, to the original payment method. For cash or offline payments, the refund will be made by bank transfer (IMPS/NEFT) after you provide the required bank details.
18. Rescheduling
Bookings may be rescheduled based on technician and laboratory availability. Repeated rescheduling may not be possible. OnHealth is not liable for any inconvenience arising from rescheduling or cancellation due to circumstances beyond its reasonable control.
19. Personal data and privacy
OnHealth collects and processes personal information, including sensitive personal data such as health information, to provide the Services, send notices and updates, and, with your consent, share offers.
- You may choose not to provide certain information, but this may stop us from providing the Services.
- You may withdraw your consent at any time by writing to us at the contact details below. If you withdraw consent that is needed to provide the Services, OnHealth may be unable to continue providing them.
- You agree that we may send you service messages by SMS, email, phone and WhatsApp. Consent to marketing messages is not a condition for any purchase, and you may opt out at any time.
Your data is handled in accordance with our Privacy Policy.
20. Promotional offers
Discounts, promo cash and promotional codes:
- May have expiry dates and usage limits
- Cannot be combined unless stated
- Are non-transferable and non-exchangeable, and have no cash value
- May be modified or withdrawn at any time
OnHealth may cancel offers or reverse benefits in case of misuse. In a dispute about an offer, OnHealth’s decision will be final, to the extent permitted by law.
21. User responsibilities
You agree not to:
- Provide false information
- Book tests fraudulently
- Misuse promotional offers
- Abuse technicians or support staff
- Interfere with the operation of the Platform
- Attempt unauthorised access to systems or data
- Resell Services or use the Platform for any unlawful purpose
Violation may result in account suspension or termination and, where necessary, legal action.
22. Third-party services
OnHealth may use third-party services including diagnostic laboratories, payment gateways, SMS providers, email providers and analytics services. We are not responsible for interruptions or failures caused by third-party providers, and their own terms apply to your use of their services.
23. Intellectual property
All content on the Platform, including the logo, brand name, images, website design, software, graphics and text, belongs to OnHealth or its licensors and is protected by copyright, trademark and other intellectual property laws.
You may not copy, republish, display, translate, transmit, reproduce or distribute any content, or use it commercially, without written permission. If we believe in good faith that material has been copied or posted unlawfully, we may send an infringement notice, remove the material, discontinue services to the offender and take legal action.
24. Disclaimer of warranties
To the fullest extent permitted by law, the Platform and Services are provided “as is” and “as available”, without warranties of any kind, express or implied. OnHealth does not warrant that the content is accurate, complete or current, or that the Platform will be uninterrupted, error-free or free of viruses or harmful components.
25. Limitation of liability
To the maximum extent permitted by law, OnHealth and its directors, officers, employees, agents and affiliates shall not be liable for:
- Indirect, incidental, special or consequential damages
- Loss of income or business
- Medical decisions or actions taken based solely on reports or Platform content
- Delays or errors caused by Partner Laboratories or other third parties
- Failure to record or confirm a booking due to network or connectivity problems
- Unauthorised access to or alteration of your data not caused by OnHealth’s wilful default
- Inconvenience from late arrival, rescheduling or cancellation of appointments
- Force majeure events
- Internet interruptions
Our maximum aggregate liability to you for any claim shall not exceed the amount paid for the affected booking.
26. Indemnity
You agree to indemnify and hold harmless OnHealth, its directors, officers, employees, agents and affiliates from all claims, losses, liabilities, damages and costs (including reasonable legal fees) arising from:
- Your use of the Platform or Services
- Your breach of these Terms
- Your violation of applicable law or of any third party’s rights, including intellectual property rights
OnHealth will notify you promptly of any such claim, and you agree to give reasonable assistance in defending it.
27. Force majeure
OnHealth is not responsible for delay, rescheduling, cancellation or failure to perform caused by events beyond its reasonable control, including:
- Natural disasters and floods
- Fires
- Pandemics, epidemics and related restrictions
- Government action, change in law, curfews and lockdowns
- War, riots or civil commotion
- Strikes and lockouts
- Internet outages, power failures and technical failures
- Political rallies, VIP movements and adverse weather
OnHealth’s obligations are suspended for as long as the force majeure event continues.
28. Account suspension and termination
We may suspend or terminate accounts, or refuse or withdraw services, in cases of:
- Fraud
- Abuse
- Illegal activity
- Fake bookings
- Misuse of promotional offers
- Violation of these Terms
OnHealth may also suspend or withdraw all or part of the Services at any time.
29. Availability of services
Services may not be available in every city or locality. Coverage areas may change without notice.
30. Changes to these Terms
We may modify these Terms or any policy at any time. Updated Terms will be published on this page with a revised effective date and take effect once posted. Continued use of OnHealth after changes constitutes acceptance of the updated Terms. Please review this page regularly.
31. Governing law and disputes
These Terms are governed by the laws of India.
Any dispute arising out of these Terms or the Services will first be addressed through the grievance process below. If it is not resolved, it will be referred to a sole arbitrator mutually appointed by the parties under the Arbitration and Conciliation Act, 1996, as amended. The seat of arbitration will be Jhansi, Uttar Pradesh, and the language of the proceedings will be English.
Subject to the above, the competent courts at Jhansi, Uttar Pradesh, India have exclusive jurisdiction.
32. General provisions
- Survival: provisions on liability, indemnity, intellectual property and dispute resolution survive termination of your account.
- Assignment: OnHealth may assign or delegate its rights and duties without notice to you. You may not assign or transfer your rights without our written permission.
- Severability: if any provision is found unlawful or unenforceable, the rest of the Terms remain in force.
- Waiver: failure by OnHealth to enforce any right or remedy is not a waiver of it.
- Entire agreement: these Terms, together with the Privacy Policy and any service-specific policies, form the entire agreement between you and OnHealth.
33. Grievance redressal
If you have a complaint or concern about the Platform or Services, please contact our Grievance Officer. We will acknowledge your complaint and aim to resolve it within a reasonable time.
- Grievance Officer: [Name]
- Email: [email protected]
- Phone: [Number]
- Website: https://onhealth.in
34. Contact us
For any questions about these Terms, write to OnHealth at [email protected] or visit https://onhealth.in.