Terms of Service

3.1 Medical Services (Regulated)

Provided only by licensed, credentialed professionals. Includes:

• Physiotherapy & Pain Management — by registered physiotherapists
• Ayurvedic Treatments — prescribed by BAMS-qualified doctors
• Dermatology & Advanced Skincare — supervised by licensed dermatologists/cosmetologists
• Yoga Therapy — by certified therapists in collaboration with healthcare professionals

Medical services require disclosure of relevant medical history. They complement — but do not replace — hospital treatment or physician care.

3.2 Non-Medical / Wellness Services

Provided by trained (non-medical) professionals. Includes:

• Spa & Wellness treatments, massage therapies, body treatments
• Beauty & Salon services — facials, hair spa, skin rejuvenation, grooming
• Yoga, meditation, and breathing classes
• General fitness, stretching, and posture correction
• Relaxation-based Ayurvedic body therapies

Non-medical services are for general wellness and aesthetic enhancement. They do not constitute medical diagnosis, prescription, or treatment.

3.3 SaaS & Technology Services

For Vendor Partners, Unisoul provides:

• Online booking and appointment management dashboard
• Customer CRM and lead management tools
• WhatsApp automation and notification services
• Analytics, reports, and business insights
• Vendor profile listing and discoverability on the marketplace

3.4 What We Do Not Provide

• Emergency hospital care, surgeries, or ICU services
• Prescription-based drug supply or pharmacy services
• Guaranteed medical outcomes or clinical diagnoses
• Services outside those listed and confirmed on the Platform at the time of booking

For medical emergencies, please call 112 or go to the nearest hospital immediately.

4.1 Account Creation

To access most Platform features, you must register for an account. You agree to:

• Provide accurate, complete, and current information during registration
• Keep your login credentials confidential and not share them with others
• Update your information promptly if it changes
• Accept responsibility for all activity that occurs under your account

4.2 Eligibility

• Customers must be 18 years of age or older
• Minors (under 18) may use the platform only with verified parental or legal guardian consent and supervision
• Vendors must be legally capable of entering into binding contracts under Indian law
• Corporate/business accounts must be duly authorized by the registered entity

4.3 Account Suspension & Termination

Unisoul Health reserves the right to suspend or permanently terminate any account, with or without notice, in cases of:

• Providing false or misleading information during registration
• Violation of any provision of these Terms
• Fraudulent, abusive, or unlawful activity on the Platform
• Non-payment of dues or repeated chargebacks without valid reason
• Repeated cancellations, no-shows, or misuse of promotional offers

Upon termination, your right to access the Platform ceases immediately. Data will be handled per our Privacy Policy and applicable law.

5.1 How Bookings Work

• All bookings are subject to availability and real-time confirmation
• A booking is confirmed only after successful payment (full or partial as applicable) and a confirmation message/email is sent
• Customers are responsible for providing accurate contact details, service requirements, and health disclosures at the time of booking
• For medical or chemical/laser services, relevant medical history must be disclosed before the appointment

5.2 Rescheduling

• One free reschedule is permitted if requested at least 24 hours before the appointment
• Rescheduling within 24 hours may be declined or may attract a fee at Unisoul's discretion
• Repeated rescheduling may result in booking restrictions on your account

5.3 Late Arrivals

• Clients arriving late may receive a shortened session depending on therapist availability
• Full service charges apply regardless of late arrival
• Appointments delayed beyond a reasonable window may be treated as a no-show

5.4 Cancellations & Refunds

All cancellations and refund requests are governed by our Refund & Cancellation Policy. Key rules:

Refunds are processed to the original payment method within 5–10 business days after approval. Full policy at unisoulhealth.com/refund-policy.

5.5 Prohibited Actions by Customers

• Making fake, fraudulent, or duplicate bookings
• Misusing promotional codes or referral offers
• Sharing account credentials with others
• Abusive, threatening, or inappropriate behaviour toward service providers or staff
• Recording sessions without explicit consent of the service provider
• Using the platform for any unlawful purpose

6.1 Vendor Status

All Vendors registered on the Unisoul Health Platform are independent contractors. They are not employees, agents, partners, or representatives of Unisoul Health Pvt. Ltd. Unisoul acts as a technology intermediary and marketplace aggregator — service execution responsibility lies with the Vendor.

6.2 Licensing & Credentials

• Medical Vendors (physiotherapists, BAMS doctors, dermatologists, etc.) must hold valid, current, and verifiable professional licenses or registrations as required under applicable Indian law
• Non-Medical Vendors must hold appropriate training certifications or demonstrable experience in their service category
• All credentials must be submitted during onboarding and kept updated. Unisoul reserves the right to verify, audit, and request re-submission at any time
• False or expired credentials will result in immediate suspension and potential legal action

6.3 Vendor Obligations

• Deliver services with reasonable skill, care, and professionalism
• Maintain hygiene, safety, and service standards as specified in the Vendor Agreement
• Honor confirmed bookings and adhere to the cancellation policy
• Protect customer personal data and comply with the DPDP Act 2023 and Unisoul's Privacy Policy
• Maintain accurate records of services rendered, as required by applicable law
• Comply with all applicable Indian laws including tax obligations (GST where applicable), labour laws, and professional regulations
• Not make misleading claims about qualifications, treatment outcomes, or service scope

6.4 SaaS Platform — Vendor-Specific Rules

Vendors using Unisoul's SaaS tools (booking dashboard, CRM, WhatsApp automation) additionally agree to:

• Use the tools solely for managing their business on the Unisoul platform
• Not reverse-engineer, copy, or resell any part of the SaaS software
• Not use Unisoul's platform data (customer lists, leads, analytics) for purposes outside the agreed scope
• Pay applicable SaaS subscription fees as per the plan selected. Non-payment may result in access suspension
• Follow Unisoul's data processing instructions when handling customer data through the platform tools

6.5 Commission & Payments

• Platform commissions or fees (if applicable) will be deducted from vendor payouts per the Vendor Agreement
• Vendors are responsible for their own tax filings, GST compliance (where their turnover triggers registration), and invoicing to customers where required
• Unisoul will issue settlement statements on a schedule defined in the Vendor Agreement
• Outstanding dues at the time of account termination remain payable and may be recovered before final settlement

6.6 Quality Control & Audits

Unisoul Health reserves the right to:

• Conduct periodic quality checks and mystery audits
• Review customer ratings and complaints to assess vendor performance
• Issue warnings, temporarily suspend, or permanently remove vendors who fail to meet quality or compliance standards
• Require re-verification of credentials at any time

7.1 Subscription Plans

Unisoul Health offers subscription-based access to its SaaS Vendor Marketplace and wellness membership packages. By subscribing, you agree to:

• Pay the applicable fees for your selected plan in advance
• Automatic renewal of your plan at the end of each billing cycle unless cancelled within the stipulated window
• Plan-specific features, limitations, and pricing as communicated at the time of subscription

7.2 Auto-Renewal & Cancellation

• We will send a reminder 7 days before monthly renewals and 30 days before longer cycles
• Cancellation requests must be submitted through your account portal or email to support@unisoulhealth.com
• Post-renewal charges are non-refundable except in cases of platform error or complete non-delivery of service

7.3 Plan Changes

• Upgrades take effect immediately; differential is charged on a pro-rata basis for the remaining cycle
• Downgrades take effect from the next billing cycle — no refund for the current cycle
• Unisoul reserves the right to modify plan pricing or features with 30 days' advance notice to existing subscribers

8.1 Accepted Payment Methods

• UPI, net banking, debit/credit cards, digital wallets integrated with the Platform
• All payments are processed through secure, PCI-DSS-compliant third-party payment gateways
• Unisoul does not store full card numbers or net banking credentials

8.2 Pricing & Taxes

• All prices displayed on the Platform are in Indian Rupees (INR)
• Unisoul Health Pvt. Ltd. is currently not registered under GST (annual turnover below ₹20 lakh threshold). No GST is charged by Unisoul directly
• Vendors who are independently GST-registered are responsible for their own GST compliance and invoicing
• Upon GST registration, Unisoul will notify users and update pricing accordingly

8.3 Failed Payments

• If an auto-renewal payment fails, you will be notified within 48 hours
• A 5-day grace period is provided to update payment details
• Access to subscription features may be restricted during the grace period
• Unisoul is not liable for service interruptions arising from user-side payment failures

11.1 No Medical Guarantees

Unisoul Health does not guarantee specific health, wellness, or aesthetic outcomes from any service booked through the Platform. Results may vary based on individual health conditions, compliance with pre/post-care instructions, and the nature of the service.

11.2 Vendor Independence

Unisoul acts as a technology intermediary. For vendor-delivered services, the vendor is solely responsible for service quality, safety, and execution. Unisoul's liability is limited to its role as a platform facilitator.

11.3 Platform Availability

• The Platform is provided 'as is' and 'as available'
• We do not guarantee uninterrupted, error-free access at all times
• We are not liable for losses arising from platform downtime, technical errors, or third-party service failures
• Scheduled maintenance will be communicated in advance wherever possible

11.4 Limitation of Liability

To the maximum extent permitted by applicable Indian law, Unisoul Health's total liability to any user in connection with these Terms shall not exceed:

• For customers: the total amount paid for the specific booking in dispute
• For vendors: the total platform fees paid in the 3 months preceding the claim

This limitation does not apply to liability arising from gross negligence, wilful misconduct, fraud, or breach of statutory consumer rights.

Tier 1 — Internal Grievance (Mandatory First Step)

All disputes must first be raised with our Grievance Officer. We will acknowledge within 48 hours and resolve within 15–30 business days.

Tier 2 — Mediation

If unresolved within 30 days, either party may request mediation by a mutually agreed mediator in Indore, under the Mediation Act, 2023.

Tier 3 — Arbitration

If mediation fails, disputes shall be referred to a sole arbitrator under the Arbitration and Conciliation Act, 1996. Seat: Indore, Madhya Pradesh. Language: English.