Introduction
These Terms of Service (“Terms”) govern your access to and use of Purna.ai (“Purna”, “Purna Health Mobile App” “Company”, “we”, “us”, or “our”), a technology-driven healthcare platform offering personalized and preventive health solutions through genomics, biotechnology, diagnostics, artificial intelligence (AI), and digital health technologies. By accessing or using the website https://purna.ai/ , digital applications, products, and services (collectively, the “Platform”), you agree to be bound by these Terms, which constitute a legally binding agreement (“Agreement”) between You (“you”, “your”, “user” or “Participant”) and Purna.
The Platform is intended for informational and supportive health and wellness purposes and is not a substitute for professional medical advice, diagnosis, or treatment. For any health issues or questions, always seek advice from a qualified healthcare provider. Purna operates at the intersection of cutting-edge healthcare and personalized wellness, offering a robust suite of services designed to support proactive health management and disease prevention. These services include:
Comprehensive genomic and diagnostic testing, facilitated through accredited third-party laboratories (“Third Party Labs”) and diagnostic partners, to assess health risks and predisposition to chronic conditions
AI-powered health evaluations that deliver personalized wellness insights based on individual genetic and clinical data
Secure digital health records and continuous wellness tracking tools for ongoing health management
Evidence-based recommendations on nutraceuticals and supplements, curated by medical experts and supported through third-party providers
Scientifically designed lifestyle interventions tailored to your genetic, biological, and behavioural profile
Access to licensed healthcare professionals and certified wellness coaches, including independent third-party experts, for clinically grounded, actionable guidance
The Platform facilitates access to certain services that may be provided by independent third-party service providers, including but not limited to diagnostic centres (“Third Party Labs”), healthcare professionals providing medical consultations or second opinions (“Medical Experts”), and wellness or content partners (“Third Party Service Providers”).
While Purna enables the delivery of these services through the Platform, it acts solely as a facilitator and does not, in any manner, control, validate, or endorse the professional judgment, advice, or services rendered by such Third-Party Service Providers.
Our mission is to redefine preventive healthcare by enabling early detection, customized recommendations, and sustainable health outcomes through a seamless integration of data science and biological insight. Whether accessed via digital interfaces or through physical service delivery channels, our goal is to support users in achieving measurable and lasting improvements in their health span and quality of life.
Please read these Terms carefully before using the Platform. If you do not agree with any part of these Terms, you should refrain from using our services.
By continuing to access or use any part of the Platform, you confirm that you are of legal age to enter into a binding contract and that you have read, understood, and agreed to these Terms.
Eligibility and Account Registration
Access to and use of the Platform and Services is strictly limited to natural persons who are legally competent to enter into a binding contract as per the provisions of the Indian Contract Act, 1872. Individuals who are considered “incompetent to contract,” including but not limited to minors, un-discharged insolvents, and persons of unsound mind, are not permitted to register or transact through the Platform.
- Registration and Personal Information
In order to access the Services or interact with third-party service providers via the Platform, Users are required to create an account by completing a registration process prescribed by Purna. In connection with such registration, Purna may collect and process the following categories of personal data:
Full name.
User ID and password.
Email address.
Contact number.
Residential address, including country and postal/ZIP code.
Gender and age.
Valid financial account details (where applicable); and
Any other information voluntarily submitted by the User.
All personal data shall be collected, used, and processed in accordance with the applicable data protection laws and Purna’s Privacy Policy. - Single User Policy
Account access is restricted to the individual whose details were submitted at the time of registration. Sharing of credentials or use of a single account by multiple persons is strictly prohibited. However, a registered User who is a parent or legal guardian may use the Platform on behalf of a minor or other person lacking contractual capacity, provided such use is solely for the purpose of availing services on their behalf. - Organizational Use
Corporations, partnerships, trusts, associations, and other legal entities are not permitted to create accounts or use the Platform under the guise of individual users. Any such use shall be deemed unauthorised and subject to immediate suspension or termination. - User Obligations and Responsibilities
The User agrees and undertakes to:
maintain a single active account.
provide accurate, current, and complete information at the time of registration and thereafter.
ensure timely updates to account details to reflect any changes.
maintain the confidentiality and security of their credentials.
accept full responsibility for all activities conducted under their account, including liability for any unauthorised access.
promptly notify Purna of any actual or suspected breach of security.
ensure that all communications from Purna are received via the registered contact information and update such information as necessary. - Cookies and Tracking Technologies
The Platform uses temporary cookies and similar tracking technologies for purposes such as technical administration, usage analytics, and session management. These cookies may collect and process certain personal data or personally identifiable information. Additionally, authorised third parties may deploy cookies on the Platform to support advertising, user experience enhancement, and service optimisation. All such data collection and processing activities are carried out in accordance with applicable data protection laws and regulations. - Suspension and Termination
Purna reserves the right, at its sole discretion, to temporarily or permanently suspend, restrict, or disable any User account, without prior notice, in the event of any actual or suspected violation of these Terms of Use, misuse or abuse of the Platform or its Services, provision of false or misleading information, breach of applicable laws, or during the course of investigating complaints or suspicious activities. Such action may be taken without any obligation to provide justification or prior warning, and Purna shall not be liable in any manner whatsoever for any consequences, losses, or damages arising from such suspension, restriction, or termination. - Use of Services and Website
Purna.ai (“Purna”) is an online platform that solely facilitates access to diagnostic and consultation services offered by independent third-party diagnostic centres (“Third Party Labs”), licensed medical professionals providing consultations or second opinions (“Medical Experts”), and wellness or content providers (“Third Party Service Providers”). Purna functions exclusively as an intermediary and provides hosting and facilitation services through its platform. Purna does not, at any point, engage in the sale, distribution, or provision of any diagnostic or consultation services and assumes no responsibility or liability for the same. - No Liability for Third-Party Products and Services
You acknowledge and agree that:
i. All products and services listed on the Website are solely provided by third-party laboratories, medical experts, and third-party service providers, and constitute user-generated content.
ii. Purna does not initiate, endorse, modify, or control such content or products in any way.
iii. Purna expressly disclaims any and all liability arising from or related to the authenticity, legality, quality, safety, efficacy, or availability of any diagnostic or consultation services.
iv. Purna makes no representations or warranties, express or implied, regarding any third-party products or services, including, without limitation, warranties of merchantability, fitness for a particular purpose, or non-infringement.
You agree and acknowledge that Purna:
i. Does not guarantee the availability, delivery, or fulfillment of any products or services listed on the Website.
ii. Shall not be held liable for any delays, non-performance, defects, or breaches by third-party laboratories or third-party service providers.
iii. Does not act as an intermediary, agent, or mediator in any disputes between You and any third party.
iv. May, at its sole discretion, provide contact information of third-party laboratories or service providers upon request, but assumes no responsibility for the resolution or outcome of any such disputes.
- Third-Party Content Disclaimer
All content provided by third-party laboratories (“Third-Party Service Providers”) on the Website including, but not limited to, product or service descriptions, images, pricing, and medical information is made available for informational purposes only. Purna disclaims all responsibility for the accuracy, completeness, or legal compliance of such content with applicable laws or regulations. You are strongly advised to independently verify the information and consult a qualified medical professional as needed. - Nature of Listings: Invitation to Offer
All listings of diagnostics and consultation services on the platform shall be interpreted as invitations to offer and not as direct offers to sell. When you place an order, you are submitting a purchase offer, which shall only be deemed accepted upon: • Successful verification of the prescription, where applicable. • Confirmation of availability of the requested lab test, consultation, or bundle of products; and • Explicit acceptance of the order by the relevant Third-Party lab, Medical Expert, or Third-Party service provider.
Purna’s role is limited to facilitating the transaction between you and the Third-Party lab, Medical Expert, or Third-Party service provider and does not involve any sale or delivery obligations. - Diagnostic Services
Purna facilitates diagnostic services via its platform in collaboration with third-party laboratories (“Partner Labs”). These services are governed by the following terms:
Purna acts solely as a facilitator between users and Partner Labs and does not collect samples, perform diagnostic tests, or issue reports.
Purna shall not be held liable for the accuracy, reliability, or completeness of any tests or reports generated by Partner Labs.
Partner Labs are independent entities, and all interactions or services availed from them are between the user and the respective lab.
Partner Labs are prohibited from accessing Purna’s services for competitive analysis or benchmarking without prior written consent.
Purna may offer basic platform support and shall make commercially reasonable efforts to keep the service operational except during planned downtime or force majeure events.
Purna reserves the right to suspend or restrict access to any lab or user in case of non-compliance or complaints.
Lab orders not confirmed or responded to by the customer within 72 hours may be automatically cancelled.
Customers may reschedule sample collections up to four times within a 30-day period from the original booking date. Beyond this period, Purna reserves the right to cancel the order at its discretion. - Online Doctor Consultation Services
Purna offers access to informational health consultations with independent medical professionals (“Medical Experts”) via its platform. These are governed by the following conditions:
Any health-related information, consultation, or communication provided on the Platform by Medical Experts is rendered solely based on the inputs, disclosures, and information shared by the User. Purna merely facilitates the interaction between the User and the Medical Experts and does not verify the accuracy or adequacy of the information provided by the User. Accordingly, Purna shall not be held responsible or liable for any advice, diagnosis, opinion, treatment, or recommendation provided by the Medical Experts. Under no circumstances shall Purna be liable for any loss, injury, damage, or adverse consequences suffered by the User as a result of reliance on such advice or opinion.
Medical Experts on Purna are independent contractors, and Purna assumes no liability for advice, diagnosis, or treatment suggested during such consultations.
Any e-prescriptions issued are provided for informational purposes and may not qualify as valid prescriptions under applicable Indian laws.
Users are encouraged to consult their personal physician for all medical conditions, diagnosis, or treatment decisions. Purna is not a substitute for an in-person medical consultation.
Medical Experts may assist in answering user queries for informational purposes only and should not be treated as personal medical advice or treatment. - Handling of Personal Information
Your Purna account is created to maintain a digital record of your consultations, health details, preferences, and other relevant personal information. This may include medical history, ongoing treatments, allergies, and prescriptions, among other health-related data. Information shared by you during consultations or while using the services will be stored as part of your Purna profile. You agree to provide true, complete, and up-to-date information to facilitate effective services. You are encouraged to regularly review and update your details to ensure accuracy. Purna retains the right to preserve, delete, or manage such records in line with its internal data retention policies.
You may receive communications from Purna, including requests to confirm or revise the information you’ve shared. Please ensure your contact details, especially your email address, remain accurate and updated to facilitate such communications.
To understand how your personal information is handled, we urge you to review our Privacy Policy. In accordance with the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011 (“SPDI Rules”), the terms “personal information” and “sensitive personal data or information” have specific meanings, which are detailed in our Privacy Policy.
The Privacy Policy outlines:
The nature of data collected, including sensitive information.
The purpose, method, and scope of its use.
The entities to whom such information may be disclosed or transferred.
The name and contact details of the data controller and data processor; and
The rights available to you in relation to such data.
It is your responsibility to read and understand the Privacy Policy to stay informed about:
The collection of your data.
The reasons and intended use of that data.
The recipients of the data.
Who is collecting and retaining your information; and
Your rights concerning your data.
Purna disclaims any liability regarding the authenticity or accuracy of the personal or sensitive data submitted by you or on your behalf.
Use of Purna’s platform involves the collection and storage of your registration details and browsing activities, which may be shared with appropriate authorities as outlined in our Privacy Policy. Your consent and the applicable procedures are also detailed therein. You are solely responsible for maintaining the confidentiality of your account credentials. Any activity conducted through your account will be deemed authorized by you unless reported otherwise.
Please notify Purna immediately if you suspect unauthorized access or misuse of your account.
If any information provided by you is found to be false, misleading, outdated, or incomplete, or if Purna has reason to believe so, your account may be temporarily suspended or permanently disabled at our discretion.
By registering with Purna and accepting these terms, you consent to the transfer of your information, including sensitive personal data, to Purna’s affiliates or service providers located in India or abroad, subject to adherence to data protection standards equivalent to those under the SPI Rules. Such transfers will only occur where required for performance under a lawful contract or based on your explicit consent.
You also agree to receive communications from Purna and its authorized partners, including phone calls, emails, or SMS messages, related to your use of the services, updates, promotional offers, and service-related matters. - Access to Platform & Usage
Registration on the Purna platform and browsing through its publicly available information is entirely free of charge. Purna does not impose any fee for accessing, navigating, or placing orders on the Website or App. Any payments for health-related goods or services (including medicines, diagnostic tests, or wellness packages) are to be made directly to the respective third-party vendors, such as diagnostic labs, as applicable. In certain cases, where Purna directly facilitates the sale of products or services, payments shall be made to Purna.
Third-party service providers may either collect payments themselves or may appoint authorized representatives or agencies to do so. You agree and acknowledge that Purna shall not be liable for any loss, inconvenience, or damage caused during such payment collection processes due to actions or omissions of third-party vendors or their representatives. - Diagnostics and Related Services
If you choose to avail diagnostic services through Purna, you are required to pay the respective fees (including package, consultation, and service fees) to the diagnostic provider. These fees are defined by the third-party labs. All payments in this regard shall be made directly to the third-party diagnostic labs. Purna is not liable for service-related issues, delays, or damages caused due to actions, omissions, or service failures attributable to third-party providers. - Tax Compliance
Each user and third-party service provider is solely responsible for ensuring compliance with applicable tax laws, including payment of applicable taxes, maintaining registrations, and submitting statutory reports. Purna bears no responsibility for the tax liabilities of third parties, except for its own statutory obligations. - Subscription Fee
Purna may, from time to time, offer subscription-based services or premium features. Where applicable, such subscription fees may be paid online through integrated payment gateways on the platform or through offline methods where communicated. All applicable charges will be exclusive of taxes unless explicitly stated. Purna reserves the right to revise its pricing or fee structure at its discretion, with any changes published on the Website or App considered sufficient notice of the same. - Accepted Payment Methods
Purna supports a variety of payment options including but not limited to:
• UPI (BHIM, Google Pay, PhonePe, etc.)
• Credit and Debit Cards (Visa, MasterCard, Rupay, etc.)
• Wallets (Paytm, Amazon Pay, Mobikwik, etc.)
• Net Banking
No additional processing fees are currently charged for these payment methods. Payment gateway integrations are secured using industry-standard encryption protocols. However, Purna is not liable for any payment failures, technical glitches, or losses resulting from issues at the payment processor’s end. - Refunds, Returns, and Cancellations
Purna has a dedicated policy that governs returns, refunds, and cancellations. Users are encouraged to review the Return & Refund Policy, which forms an integral part of these Terms of Use, before placing any orders. - User Obligations
By using the platform, users and service providers (collectively “Participants”) agree not to:
Post or share content that infringes upon others’ rights, is illegal, abusive, misleading, or violates privacy.
Upload content that contains viruses, malicious code, or harms the digital infrastructure of Purna.
Impersonate individuals or entities or misrepresent your affiliation.
Violate intellectual property rights or any applicable law including but not limited to the Drugs and Cosmetics Act, IT Act, or the Indian Penal Code.
Interfere with platform functionality, attempt to reverse engineer any part of the system, or deploy bots/spiders to scrape data.
Share or disseminate misleading information that can cause harm to individuals, organizations, or public interest. - Intellectual Property Rights
All intellectual property rights associated with the platform, including all content, layout, software, trademarks, technology, proprietary databases, algorithms, reports, documentation, and other assets (“IP”), are exclusively owned by Purna. Users are granted a limited, non-transferable, revocable, non-exclusive license to use the platform for personal and lawful use only, and must not copy, reverse engineer, modify, distribute, publish, mirror, or commercially exploit any content or functionality unless expressly authorized in writing by Purna. Any attempt to tamper with, disable, or circumvent platform features or access restrictions shall result in immediate termination and may attract legal action. - Waiver of Liability
Purna reserves the right to suspend or terminate access of any participant found to be in breach of the above obligations. Purna may also preserve user data and content in compliance with applicable legal requirements and cooperate with enforcement authorities where necessary.
Purna shall not be responsible or liable in any manner to the Users or any Third-Party Service Providers (collectively referred to as the “Other Parties”) for any losses, damages, injuries, or expenses incurred by the Other Parties as a result of any disclosures made by Purna, where the Other Parties have consented to the making of such disclosures by Purna. If the Other Parties had revoked such consent under the terms of the Privacy Policy, Purna shall not be responsible or liable in any manner to the Other Parties for any losses, damages, injuries, or expenses incurred by the Other Parties as a result of any disclosures made by Purna prior to its actual receipt of such revocation.
The Other Parties shall not hold Purna responsible or liable in any way for any disclosures by Purna under any applicable laws or regulations.
The Services provided by Purna or any of its licensors, providers, or Third-Party Service Providers are provided “as is”, as available, and without any warranties or conditions (express or implied, including the implied warranties of merchantability, accuracy, fitness for a particular purpose, title, and non-infringement, arising by statute or otherwise in law or from a course of dealing or usage or trade). Purna does not provide or make any representations, warranties, or guarantees, express or implied, about its platform, services, or the performance thereof. Purna does not verify any content or information provided by the Other Parties on the platform and to the fullest extent permitted by applicable law(s), disclaims all liability arising out of the Other Parties’ use or reliance upon the platform, the services, Purna’s content, third-party content, representations, and warranties made by the Other Parties on the platform, or any loss arising out of the manner in which the services have been rendered.
Purna’s platform may be linked to websites of third parties, affiliates, and business partners. Purna has no control over, and is not liable or responsible for, the content, accuracy, validity, reliability, or quality of such websites or services made available by or through the platform. Inclusion of any link on the platform does not imply that Purna endorses the linked website. Other Parties may use the links and these services at their own risk.
Purna shall not be responsible for any missed services or mishaps due to no service/no show from the Other Parties. Purna shall not be responsible for any error in any of the services being provided by Third-Party Service Providers.
Users accept and acknowledge that Purna does not provide any representation or give any guarantee or warranty (whether express or implied, or arising by virtue of a statute or otherwise in law or from a course of dealing or usage or trade) in relation to the goods, products, and services made available on its platform by Third-Party Service Providers, including any guarantee or warranty that such goods/products:
Are merchantable.
Are fit for the purpose of which they are to be (or have been) purchased.
Have an accurate description.
Do not cause any infringement.
That the Third-Party Service Providers have legal title over the goods/products being offered for sale by them on the platform.
Purna assumes no responsibility and shall not be liable for any damages to, or viruses that may infect, Other Parties’ equipment on account of the Other Parties access to, use of, or browsing the platform, or the downloading of any material, data, text, images, video content, or audio content from the platform. If any of the Other Parties are dissatisfied with the platform, their sole remedy is to discontinue using the platform.
The listing of Third-Party Service Providers on the platform is based on numerous factors, including user comments and feedback. In no event shall Purna or its affiliates, independent contractors, service providers, consultants, licensors, agents, and representatives (the “Protected Entities”) be liable or responsible for the listing order of Third-Party Service Providers on the platform.
To the maximum extent permitted by applicable law(s), Purna, its affiliates, independent contractors, service providers, consultants, licensors, agents, and representatives, and each of their respective directors, officers, and employees (collectively, the “Protected Entities”) shall not be liable for any direct, indirect, special, incidental, punitive, exemplary, or consequential damages, or any other form of damages whatsoever, arising from or directly or indirectly related to:
Any ineffective or defective medication, substandard services provided by third-party laboratories, medical experts, or other third-party service providers, or any medical negligence resulting from the acts or omissions of such parties.
Any inconvenience caused to Users due to the unavailability of a third-party laboratory, medical expert, or any other third party at the scheduled appointment time, including but not limited to delays, no-shows, or any inconvenience arising from lack of adequate care, inappropriate treatment, or similar issues, problems, or difficulties experienced by the User due to the acts or omissions of such parties.
Cancellation or rescheduling of appointments, including any variations in the fees charged for such services.
Any medical eventualities, complications, adverse effects, or health-related outcomes that may arise, directly or indirectly, as a result of using or relying on the services listed on the Platform including but not limited to diagnostic, consultation, treatment, or other healthcare-related services offered by Third-Party laboratories, Medical Experts, or other Third-Party Service Providers where such services are accessed, scheduled, or availed by Users through Purna’s Platform.
In no event shall the total aggregate liability of the Protected Entities to any Other Parties for all damages, losses, and causes of action (whether in contract or tort, including, but not limited to negligence, strict liability, product liability or otherwise) arising from these terms of use or any Other Parties’ use of the platform exceed an aggregate amount of INR 10,000/- (Indian Rupees Ten Thousand only). Purna accepts no liability for any errors or omissions on behalf of the Other Parties. - Indemnity
The user (“User”) and any third-party service provider accessing the Purna platform (“Covenantors”) unconditionally and irrevocably agree to indemnify, defend, and hold harmless Purna, its affiliates, officers, directors, employees, consultants, licensors, and representatives (“Indemnified Parties”) from and against any and all liabilities, claims, losses, damages, penalties, fines, judgments, costs, and expenses (including reasonable legal and professional fees) arising from or relating to: (a) any breach by the User of these Terms of Use, applicable laws, or any representation, warranty or covenant made hereunder; (b) violations of healthcare laws including, but not limited to, the Drugs and Cosmetics Act, 1940, the Indian Medical Council Act, 1956, the Clinical Establishments (Registration and Regulation) Act, 2010, the Information Technology Act, 2000 (including its intermediary rules), the Narcotic Drugs and Psychotropic Substances Act, 1985, and all applicable guidelines issued by regulatory authorities such as the CDSCO, National Medical Commission (NMC), and Ministry of Health and Family Welfare (MoHFW); (c) infringement of intellectual property rights, privacy rights, or contractual rights of third parties; (d) fraudulent activities or misconduct, including forging prescriptions, dispensing medications without valid prescriptions, or providing unlawful medical consultations; and (e) breach of obligations under data protection laws, including the Digital Personal Data Protection Act, 2023 and rules relating to sensitive personal health data. This indemnity shall survive the termination of these Terms. - Compliance with Healthcare Laws and Ethical Standards
All Users must ensure strict compliance with all applicable healthcare laws and standards while using the platform. All health-related content must be accurate, not misleading, and aligned with the advertising, promotional, and ethical standards prescribed by authorities such as the ASCI, CDSCO, and NMC. The User agrees not to upload or transmit any medical content that is false, unverifiable, exaggerated, or violative of statutory labelling, branding, or advertising requirements. Purna reserves the right to immediately suspend services, report the matter to regulatory authorities, and initiate legal proceedings in the event of any non-compliance or violation. - Force Majeure
Purna shall not be held liable for any delay, default, or disruption in the services caused by an event of force majeure, including but not limited to acts of God, pandemic, epidemic, cyberattacks, war, strike, terrorism, riot, governmental orders, natural disasters, failure of telecommunications or internet services, or any other circumstance beyond its reasonable control. In such an event, performance timelines shall be considered suspended for the duration of the force majeure period. - Governing Law and Dispute Resolution
These Terms and any contractual obligations shall be governed by and construed in accordance with the laws of India. All disputes shall be subject to exclusive jurisdiction of the courts at Gurugram, Haryana. - Survival
Notwithstanding the termination of the Terms, all provisions relating to intellectual property, indemnity, limitation of liability, dispute resolution, compliance, audit rights, and confidentiality shall survive and remain in effect. - Severability
If any provision of these Terms is determined to be invalid or unenforceable under applicable law, such provision shall be deemed severed from the remaining provisions, which shall fully remain valid and enforceable permitted by law. - Waiver
No waiver of any breach of these Terms shall be deemed a waiver of any subsequent or other breach. No failure or delay by Purna in exercising any right or remedy shall operate as a waiver unless expressly set forth in writing. - Grievance and Contact Information
For any queries, concerns, or grievances regarding the Platform, services, or these Terms, Users may contact:
Grievance Officer
Name: Ayush Jain
Email: [email protected]
Address: B-33, B Block, Anant Raj Estate, Sector 63A, Gurugram 122102