Terms & Conditions

1. Nature of the Website and Services

The Website provides general health and treatment information and allows you to book doctor appointments, seek an expert second opinion, request surgery estimates, make insurance-related enquiries and contact us for the specialities offered at Lux Hospitals, including Proctology, General & Laparoscopic Surgery, Bariatric & Surgical Gastroenterology, Gynaecology, Urology, Plastic & Cosmetic Surgery, Orthopaedics, Internal Medicine, ENT, Physiotherapy and Clinical Nutrition.

The content on the Website is for general information only and does not constitute medical advice. Information made available through the Website is not a substitute for a face-to-face consultation, examination, diagnosis or treatment by a qualified doctor. You are advised to independently assess the accuracy, usefulness and suitability of any information before relying on it, and to consult a doctor for advice specific to your condition.

2. Services Not Intended for Emergencies

The Services are not designed or intended for medical emergencies or life-threatening conditions. In the event of an emergency, please call our 24/7 emergency helpline at 07969084422, call your local emergency number, or proceed immediately to the nearest hospital. Do not rely on appointment requests or website enquiries for urgent or emergency care.

3. Eligibility and Use by Minors

You represent that you are at least 18 years of age and legally competent to enter into a binding agreement. The Services may be used on behalf of a child below 18 years of age only by the child’s parent or lawful guardian, who shall be fully responsible for complying with these Terms and for the information provided in relation to the minor.

4. Appointments and Second Opinion

When you book an appointment or request a second opinion through the Website, the following terms apply:

• Confirmation of your appointment with a particular doctor is subject to the doctor’s availability and will ordinarily be communicated to you by SMS, WhatsApp, email or telephone.
• Appointment timings are indicative only, and the actual consultation time may vary depending on the doctor’s schedule and discretion.
• We may reschedule or cancel an appointment due to unavoidable circumstances or doctor unavailability. We will endeavour to inform you as early as reasonably possible.
• An appointment is valid for the selected patient only and is not transferable.
• The second opinion is a remote service. You acknowledge that no physical examination is involved and that any opinion is based solely on the information, symptoms, history, reports and documents you provide and on verbal communication with our team. Such services are provided in a manner consistent with the Telemedicine Practice Guidelines, 2020 issued under the Indian Medical Council (Professional Conduct, Etiquette and Ethics) Regulations.

5. Information and Documents You Provide

You are solely responsible for the medical, health and personal information you provide. The advice or opinion you receive depends entirely on the accuracy and completeness of that information, which may include your contact details, medical history, symptoms, test results and reports, prescriptions and other relevant details.

If any information provided by you is found to be false, inaccurate, incomplete, deceptive or misleading, we reserve the right to decline, cancel or discontinue the relevant Service without any liability. Please exercise care and discretion when uploading or submitting personal and clinical information and when selecting a doctor for advice.

6. Fees, Payments and Refunds

• A registration fee may apply for first-time (new) patients during the hospital visit. This may not apply to existing patients.
• Where an appointment is cancelled or rescheduled by you or by the hospital, the original appointment is treated as cancelled and any eligible amount paid against it will be refunded in accordance with our prevailing refund process; you may be required to pay afresh for a rescheduled appointment.
• We are not responsible for any loss arising from incorrect or inaccurate card or payment details provided by you, use of a payment instrument you do not lawfully own, or your allowing a third party to use your account or credentials.
• We may modify our fees or pricing structure at any time prior to billing you for a given Service.

Surgery estimates, package prices and insurance-related information shared through the Website are indicative and subject to clinical assessment, the final treatment plan, and applicable terms of insurers and third-party administrators. Final charges may vary accordingly.

7. Insurance and International Patients

Insurance facilitation and international patient assistance are provided to help you, but acceptance of any insurance claim, cashless approval or reimbursement is determined by the relevant insurer or third-party administrator under their own terms. We do not guarantee approval of any claim. International patients are responsible for ensuring the suitability of treatment in their country of residence and for complying with applicable travel, visa and regulatory requirements.

8. Intellectual Property and Use of Content

The Website and all content on it (including text, graphics, logos, images, videos, page layouts, designs, software and the “Lux Hospitals” name and marks) are owned by or licensed to us and are protected by applicable intellectual property laws. You may view and use the content for your personal, non-commercial use only. You must not copy, reproduce, republish, distribute, modify or otherwise exploit any content without our prior written permission.

9. Acceptable Use

You agree not to use the Website or Services for any unlawful purpose or in any way that could damage, disable or impair the Website, infringe the rights of others, transmit harmful or malicious code, attempt unauthorised access to our systems, or post false, defamatory or misleading information.

10. Third-Party Links and Services

The Website may contain links to third-party websites or services (including WhatsApp, social media and analytics providers) that are not operated by us. We do not control and are not responsible for the content, terms or privacy practices of such third parties, and linking to them does not imply our endorsement. Your use of those services is governed by their own terms.

11. Disclaimers and Warranties

The Website and the Services are provided on an “as is” and “as available” basis. To the fullest extent permitted by law, we disclaim all representations, warranties and conditions of any kind, whether express or implied, regarding the operation of the Website, the accuracy or completeness of its content, or the availability of the Services.

To the extent permitted by law, neither Lux Hospitals nor the consulting doctor shall be liable for any error in diagnosis, judgment, interpretation or perception, any adverse event, the inefficacy or unavailability of any prescribed treatment or medication, or the validity of any advice or prescription in your country of residence, where these arise from incomplete, inaccurate or suppressed information provided by you or your failure to follow medical advice.

12. Limitation of Liability

To the maximum extent permitted by law, in no event shall Lux Hospitals be liable for any indirect, incidental, special, punitive or consequential damages, or for any loss of data, profits or goodwill, arising out of or in connection with your use of, or inability to use, the Website or the Services, even if advised of the possibility of such damages.

13. Indemnity

You agree to indemnify and hold harmless Lux Hospitals, its doctors, employees and affiliates from and against any losses, costs, claims, liabilities and reasonable expenses (including legal fees) arising out of your breach of these Terms, your provision of incorrect or incomplete information, your misuse of the Website or Services, or your violation of any applicable law or the rights of any third party.

14. Suspension and Termination

We may suspend, restrict or terminate your access to the Website or Services at any time, with or without cause or notice, including where we reasonably believe your conduct violates these Terms or any applicable law, or is unethical or harmful to others.

15. Changes to these Terms

We may modify these Terms at any time without prior individual notice. The revised Terms will be posted on this page with an updated “Last updated” date. Your continued use of the Website or Services after such changes constitutes your acceptance of the revised Terms. Please review this page periodically.

16. Governing Law and Jurisdiction

These Terms are governed by and construed in accordance with the laws of India. The Website is operated and controlled from Hyderabad, India, and we make no representation that the Services are appropriate or available for use in other locations. Subject to applicable law, the courts at Hyderabad, Telangana shall have exclusive jurisdiction over any dispute arising out of or in connection with these Terms or the Services.

If any provision of these Terms is held to be invalid or unenforceable, that provision shall be modified to the minimum extent necessary, and the remaining provisions shall continue in full force and effect.

17. Contact Us

If you have any questions about these Terms, please contact us:

Lux Hospitals Pvt. Limited

Address: Plot No. 116, Lumbini Avenue, HITEC CITY (near IKEA), Hyderabad: 500032, Telangana, India

Phone: 07969084422

Email: care@luxhospitals.com