Terms and condistion

Last Updated on: September 10, 2026

This document is an electronic record generated in compliance with the Information Technology Act, 2000 and the rules framed thereunder, as amended from time to time. This electronic record is generated by a computer system and does not require any physical or digital signatures.

This document is published in accordance with the provisions of Rule 3(1) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 (including 2023 and 2025 amendments) and the Consumer Protection (E-Commerce) Rules, 2020, which require publishing the rules, regulations, privacy policy, and Terms of Use for access or usage of hivhub.co.in (including its mobile applications, web portals, and related digital services, hereinafter referred to as “HIVHUB”, “Website”, “Mobile App”, “Platform”, “We”, “Us”, or “Our”).

PLEASE READ THESE TERMS AND CONDITIONS VERY CAREFULLY BEFORE ACCESSING OR USING THE SERVICES OF THIS PLATFORM. ACCESSING, BROWSING, OR REGISTERING ON HIVHUB INDICATES THAT YOU HAVE READ, UNDERSTOOD, AND UNCONDITIONALLY AGREED TO ADHERE TO ALL THE TERMS AND CONDITIONS CONTAINED HEREIN AND OUR PRIVACY POLICY. IF YOU DISAGREE WITH ANY OF THESE TERMS, PLEASE DISCONTINUE USE AND EXIT THE PLATFORM IMMEDIATELY.

1. DEFINITIONS & INTERPRETATION

• “Platform” / “Website” / “HIVHUB”: Refers to the website hivhub.co.in, mobile applications, software, and related digital infrastructure owned and operated by HIVHUB.
• “Pharmacy” / “Seller”: Refers to independent licensed retail chemists and druggists holding valid retail drug licenses under the provisions of the Drugs and Cosmetics Act, 1940 and Drugs and Cosmetics Rules, 1945.
• “Lab”: Refers to accredited pathology laboratories or diagnostic centers holding valid licenses/registrations under the Clinical Establishments (Registration and Regulation) Act and relevant local health laws.
• “Registered Medical Practitioner (RMP)”: Refers to a doctor registered under the National Medical Commission (NMC) Act, 2019 or state medical council laws.
• “User” / “You”: Refers to any natural person or legal entity who accesses, browses, or registers on the Platform to seek information or order goods and services.
• “E-Commerce Entity”: Means any person who owns, operates, or manages digital or electronic facility or platform for electronic commerce [citation:1][citation:9].
• “Marketplace E-Commerce Entity”: Means an e-commerce entity which provides an information technology platform on a digital or electronic network to facilitate transactions between buyers and sellers [citation:1][citation:9].

2. LANGUAGE OF THE TERMS

These terms are drafted in the English language. In the event of any conflict, contradiction, or inconsistency between the English version and any translated version, the English language version shall strictly prevail and take precedence.

3. NATURE OF THE PLATFORM (INTERMEDIARY & MARKETPLACE STATUS)

HIVHUB operates strictly as a digital technology intermediary and marketplace e-commerce entity within the meaning of Section 79 of the Information Technology Act, 2000, Rule 3 of the IT Intermediary Rules, 2021, and the Consumer Protection (E-Commerce) Rules, 2020 [citation:1][citation:9].

• HIVHUB is not a licensed pharmacy, hospital, or diagnostic laboratory itself. HIVHUB does not sell, stock, exhibit, offer for sale, or distribute any medicines or medical devices directly.
• All communications on HIVHUB are in the nature of inquiries, indents, and order requests, which are subject to acceptance, prescription verification, and fulfillment directly by independent third-party licensed pharmacies, labs, and service providers.
• HIVHUB is not a party to any commercial or legal contract executed between the User and the independent Sellers/Labs. All contractual terms (including pricing, warranties, delivery, and prescription validation) are agreed solely between the User and the respective licensed Seller.
• HIVHUB, as a marketplace e-commerce entity, discloses on its platform: (a) details of sellers; (b) information relating to return, refund, exchange, warranty and guarantee; (c) delivery and shipment, payment methods, and grievance redressal mechanism; (d) terms and conditions; and (e) details of the grievance officer [citation:9].

4. MEDICAL ADVICE DISCLAIMER

The contents of HIVHUB—including text, graphics, images, product descriptions, and health information—are compiled for general informational and educational purposes only. The content does NOT constitute professional medical advice, diagnosis, treatment, or recommendation.

• Always seek the advice of a qualified Registered Medical Practitioner (RMP) or healthcare expert regarding any medical condition or treatment.
• NEVER DISREGARD PROFESSIONAL MEDICAL ADVICE OR DELAY SEEKING MEDICAL TREATMENT BECAUSE OF SOMETHING YOU HAVE READ ON OR ACCESSED THROUGH THIS PLATFORM.
• HIVHUB does not recommend, endorse, or guarantee the efficacy, suitability, or safety of any specific product, treatment, opinion, or service listed on the Platform.

5. PRESCRIPTION DRUGS & SCHEDULED MEDICINES COMPLIANCE

In accordance with the Drugs and Cosmetics Act, 1940, Drugs and Cosmetics Rules, 1945, and applicable drug control regulations in India [citation:2][citation:10]:

• Prescription Requirement: Orders for Schedule H and Schedule H1 prescription medicines will only be accepted and processed upon receipt and verification of a valid prescription issued by an RMP. You will upload a legible, valid and legal medical prescription written by a medical practitioner registered in India under the Indian Medical Council Act, 1956, having a valid Certificate of Practice as on the date of uploading [citation:4].
• Verification & Dispensing: Independent registered pharmacists at partner dispensing pharmacies will verify every prescription prior to dispensing. Fulfilling pharmacies reserve the right to refuse fulfillment if a prescription is invalid, illegible, expired, fake, or violates drug laws. Upon uploading of the prescription, our pharmacist will verify it against the information provided to Us at the time the order was placed [citation:4].
• Non-Receipt of Prescription: In the event we do not receive a valid prescription from you within twenty-four (24) hours of placing your prescription order, we may cancel your prescription order and initiate a refund in accordance with our refund policy [citation:4].
• Schedule H1 Logging: Dispensing pharmacies maintain statutory sales registers and record seller details, dates, and patient details for Schedule H1 drugs as mandated by law [citation:10].
• Schedule X & Habit-Forming Drugs: HIVHUB strictly prohibits and does not support the online display, sale, or dispensation of Schedule X drugs, habit-forming substances, narcotics, or psychotropic substances [citation:2][citation:6][citation:10].
• Warning: YOU MUST CHECK ALL ITEMS DISPENSED TO YOU AND SHOULD NOT TAKE ANY MEDICATION THAT APPEARS TO HAVE BEEN TAMPERED WITH OR WHICH MAY HAVE BEEN DISPENSED IN ERROR. FAILURE TO ABIDE BY THIS WARNING COULD SERIOUSLY DAMAGE YOUR HEALTH [citation:8].

6. TELEMEDICINE & CONSULTATION SERVICES

Where teleconsultation, e-prescription, or doctor interaction services are accessed via HIVHUB:

• Services are strictly governed by the National Telemedicine Practice Guidelines (2020) and NMC Professional Conduct Regulations.
• Teleconsultation is not intended for emergency medical situations. In any emergency, users must immediately contact local emergency services or visit the nearest physical hospital.
• Consulting RMPs operate independently and hold full clinical discretion regarding consultation appropriateness, modality, and prescription issuance.
• The Company has engaged a third-party Service Provider for providing tele-consultation services. The Company is a facilitator of healthcare services that provides healthcare products and services to the Users [citation:4].

7. MEDICAL DEVICES & IVDs (FORM MD-42 COMPLIANCE)

All medical devices and In-Vitro Diagnostics (IVDs) offered on HIVHUB are stocked, exhibited, and sold exclusively by entities holding valid Registration Certificates under Form MD-42 issued by the State Licensing Authority pursuant to the Medical Devices Rules (MDR), 2017.

8. MEMBERSHIP ELIGIBILITY & USER ACCOUNTS

• Eligibility: Only individuals or entities capable of forming legally binding contracts under the Indian Contract Act, 1872 are eligible to register or use HIVHUB. Minors (individuals under 18 years of age) are strictly prohibited from registering or purchasing independently. Minors may use the service only through a parent or legal guardian [citation:2].
• Human Use Only: Accounts must be created and operated by humans. Use of automated scripts, bots, scrapers, or mechanical tools is strictly prohibited.
• Account Credentials: You are solely responsible for maintaining the confidentiality of your account credentials, passwords, and for all activities conducted under your account. HIVHUB shall not be liable for any unauthorized activity resulting from your failure to protect login credentials [citation:2].
• Accuracy of Registration Data: You agree to provide true, current, accurate, and complete Registration Data [citation:2]. Providing false, misleading, or incomplete information may lead to immediate account suspension or termination.

9. PRIVACY & DATA PROTECTION (DPDP ACT COMPLIANCE)

Your privacy is paramount to us. All personal data, health records, and technical information collected from you are processed, stored, and protected in strict compliance with the Digital Personal Data Protection (DPDP) Act, 2023, the DPDP Rules, 2025, and our Privacy Policy [citation:7][citation:11].

• By using the Platform, you explicitly consent to the collection, processing, and sharing of your data with partner pharmacies, diagnostic labs, and fulfillment partners strictly for order execution and compliance.
• You reserve the right to access your personal data, request correction, or withdraw consent for data processing by emailing our Privacy Team, subject to statutory medical recordkeeping retention laws.
• In accordance with DPDP Rules, we implement reasonable security safeguards including encryption, access controls, and monitoring to protect your data [citation:11].
• We retain customer health and personal data as required to fulfill transactional, medical-legal, and accounting requirements. For specified classes of data fiduciaries, retention periods apply as per the DPDP Rules [citation:7][citation:11].

10. USER CONDUCT & OBLIGATIONS

You agree and confirm that you will NOT use HIVHUB to:

• Upload false, tampered, forged, or unauthorized prescriptions, or attempt to order medicines illegally [citation:4]. You undertake and warrant not to upload/email/submit any false, illegal, lapsed, tampered, doctored, falsified or incorrect prescription(s), under any circumstances [citation:4].
• Disseminate, post, or transmit any unlawful, harmful, defamatory, obscene, objectionable, or misleading content.
• Violate any applicable central, state, or local laws, including the Drugs and Magic Remedies (Objectionable Advertisements) Act, 1954 and Consumer Protection (E-Commerce) Rules, 2020.
• Gain unauthorized access to other computer systems, networks, or user accounts, or inject software viruses, worms, or malicious code into the Platform.
• Copy, duplicate, scrape, reverse-engineer, or commercially exploit any content, branding, design, or database of HIVHUB without explicit prior written authorization.
• Interfere with or disrupt the security, integrity, or network infrastructure of HIVHUB.
• Resell any Products purchased from HIVHUB [citation:12].

11. PRICING, PAYMENTS & FULFILLMENT

• Pricing: Prices, discounts, and availability of products listed on the Platform are determined by the independent Sellers/Labs and are subject to change without prior notice.
• Payment Processing: Browsing HIVHUB is free. Payments for products and services are made directly to the respective Seller or through authorized PCI-DSS compliant third-party payment gateways (Credit/Debit Cards, Net Banking, UPI, Wallets, or COD).
• Payment Gateway Liability: HIVHUB provides payment processing as a technology facilitator and is not acting as a bank, trustee, or fiduciary. HIVHUB shall not be liable for payment failures, bank declines, or unauthorized card transactions.
• Order Acceptance: Order confirmation on the Platform does not guarantee delivery. Orders remain subject to stock availability, pincode serviceability, and prescription validation by the dispensing Seller.
• Consent for Purchase: Consent of the consumer needs to be recorded by an explicit and affirmative action for the purchase of any goods or services. No such entity shall record consent automatically, including in the form of pre-ticked checkboxes [citation:1][citation:9].

12. CANCELLATION, RETURN & REFUND POLICY

• Cancellation Charges: No e-commerce entity shall impose cancellation charges on consumers cancelling after confirming purchase unless similar charges are also borne by the e-commerce entity if they cancel the purchase order unilaterally for any reason [citation:1][citation:9].
• Refund Timeline: All accepted refund requests will be processed within a reasonable time, as prescribed by the Reserve Bank of India (‘RBI’) or any other competent authority [citation:1]. All accepted refund requests will be processed within a maximum of 14 days [citation:5].
• Return Request: To process a refund, please raise a ticket on the Platform for any issue within 15 days of delivery. No refunds will be processed beyond 15 days from the date of delivery [citation:8].
• Non-Returnable Products: All electronic products & products requiring cold chain maintenance/refrigeration come under non-returnable and non-refundable policy [citation:8].
• Acceptance of Goods: We request you to verify the complete details and the documents provided to you at delivery before acceptance of the goods. Any complaints with regard to shortage of goods, defects or otherwise will not be entertained once the same are accepted at the time of delivery [citation:8].

13. SERVICE SUSPENSION, TERMINATION & MODIFICATION

HIVHUB reserves the unilateral right, without prior notice or liability, to:

• Modify, suspend, restrict, or discontinue any feature, service, or part of the Platform for upgrades, system maintenance, or operational reasons.
• Deactivate, suspend, or terminate user accounts, or cancel pending orders in cases of suspected fraud, breach of these Terms, submission of false data, or violation of drug control laws.
• Recover losses or initiate appropriate legal and police proceedings against users engaged in fraudulent or malicious activities.

14. LIMITATION OF LIABILITY & INDEMNIFICATION

• Limitation of Liability: To the maximum extent permitted by applicable law, HIVHUB, its directors, officers, employees, and affiliates shall not be liable for any direct, indirect, incidental, special, consequential, or punitive damages arising from the use of, or inability to use, the Platform, or for actions/deficiencies of independent Sellers, Labs, RMPs, or delivery partners.
• Indemnification: You agree to defend, indemnify, and hold harmless HIVHUB, its owners, directors, employees, affiliates, and suppliers against any claims, losses, liabilities, costs, demands, or legal expenses (including reasonable attorney fees) arising out of your breach of these Terms, violation of applicable laws, or infringement of third-party rights.

15. GOVERNING LAW & JURISDICTION

This Agreement and all claims or disputes arising out of or relating to the use of HIVHUB shall be governed by and construed in accordance with the laws of India.

Subject to applicable dispute resolution mechanisms, any legal action, suit, or proceeding arising out of or connected with this Platform shall fall under the exclusive jurisdiction of the competent courts in Surat, Gujarat, India.

16. GRIEVANCE REDRESSAL OFFICER

In compliance with the Information Technology Act, 2000, IT Intermediary Rules, 2021, Consumer Protection (E-Commerce) Rules, 2020, and DPDP Rules, 2025, if you have any grievances, complaints, or concerns regarding the Platform, content, data usage, or service deficiency, please contact our Nodal Grievance Officer [citation:1][citation:5][citation:9]:

Nodal Grievance Officer: MR. SAHH
Entity: HIVHUB
Website: hivhub.co.in
Email: hivhub.co.in@gmail.com
Helpline Phone: +91 9429801661
Response Time: We will acknowledge your grievance within 48 hours and endeavor to resolve it within 30 days of receipt [citation:1][citation:5][citation:9].