Terms & Conditions

Please read these Terms and Conditions ("Terms", "Agreement") carefully before using the WaitingMate platform, website, mobile applications, and services (collectively, the "Platform", "Services"). This Agreement is a legally binding contract between you ("User", "Customer", "Vendor", "You") and WaitingMate ("Company", "We", "Us", "Our"), operating under the laws of the Republic of India.

By accessing, registering, or using the Platform, you acknowledge that you have read, understood, and agreed to be bound by these Terms and our Privacy Policy. If you do not agree to all terms, you must immediately cease accessing and using the Services.

1. Legal Framework & Compliance under Indian Law

This electronic document is published in compliance with:

• The Information Technology Act, 2000 ("IT Act") and applicable rules thereunder, including Section 79 governing Intermediaries.
• The Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.
• The Digital Personal Data Protection Act, 2023 ("DPDP Act").
• The Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.
• The Indian Contract Act, 1872.

2. Nature of Platform & Intermediary Status (Section 79, IT Act 2000)

2.1 Technology Intermediary

WaitingMate operates strictly as a digital technology intermediary platform. We provide cloud-based software tools that enable Independent Third-Party Service Providers ("Vendors", including doctors, clinics, hospitals, diagnostic centers, salons, and service establishments) to manage customer queues, schedule appointments, issue tokens, and generate digital records.

2.2 No Ownership or Agency

WaitingMate is NOT a healthcare provider, medical facility, hospital, salon operator, or direct provider of vendor services. We do not employ doctors, healthcare professionals, or salon staff offering services through the Platform. Vendors operate as independent entities, and no partnership, joint venture, employment, or agency relationship is created between WaitingMate and any Vendor.

3. Critical Medical & Emergency Disclaimers

3.1 NO EMERGENCY SERVICES

WARNING: WAITINGMATE IS NOT AN EMERGENCY MEDICAL SERVICE OR AMBULANCE DISPATCH PLATFORM. IF YOU ARE FACING A MEDICAL EMERGENCY, SEVERE TRAUMA, ACUTE CHEST PAIN, OR LIFE-THREATENING CONDITION, IMMEDIATELY DIAL 108 OR 112 OR PROCEED TO THE NEAREST HOSPITAL EMERGENCY DEPARTMENT.

3.2 No Medical Advice or Practitioner Liability

All medical advice, diagnoses, prescriptions, treatment recommendations, clinical notes, or professional services rendered by Vendors (doctors/clinics) are the sole professional and legal responsibility of the respective licensed medical practitioner. WaitingMate provides digital dictation, template, and printing utilities purely as passive software tools. WaitingMate assumes ZERO liability for any medical errors, misdiagnoses, delayed care, adverse drug reactions, or clinical outcomes.

4. Queue & Appointment Service Disclaimers

4.1 Estimated Waiting Times

Queue position numbers, estimated wait times, and appointment schedules shown on the Platform are dynamic algorithm-based estimates derived from vendor inputs. WaitingMate does NOT guarantee exact consultation times or zero physical waiting periods.

4.2 Vendor Operational Right

Vendors retain sole operational discretion to re-order queue tokens, prioritize medical emergencies, delay consultations, or cancel appointments without prior notice to WaitingMate or Users. WaitingMate shall not be held liable for vendor delays, cancellations, or refusal of service.

5. Pricing, Fees & Payment Terms

5.1 Vendor Pricing

Prices, consultation fees, service rates, and discounts listed on the Platform are determined independently by Vendors. WaitingMate does not mandate or guarantee vendor pricing accuracy.

5.2 Payment Gateway Processing

All online payments, credit/debit card transactions, UPI payments, and digital wallets are processed through RBI-authorized licensed third-party Payment Aggregators and Gateways. WaitingMate does not store raw credit card numbers or banking passwords.

5.3 Refund & Cancellation Disclaimers

Refunds for cancelled appointments, unused queue tokens, or deficient vendor services are governed by the respective Vendor's refund policy. WaitingMate is not responsible for processing refunds for services rendered or unrendered by Vendors. Any billing disputes must be addressed directly with the vendor establishment.

6. User Accounts & Responsibilities

When registering and using the Platform, you agree to:

• Provide accurate, genuine, and current mobile numbers, names, and profile information.
• Maintain secrecy of OTPs and login credentials sent to your registered mobile number.
• Not create dummy, fraudulent, or spam queue entries or appointments.
• Not use automated scripts, bots, scrapers, or reverse-engineering tools on the Platform.
• Not upload viruses, malicious code, or defamatory content onto the Platform.

7. Intellectual Property Rights

All title, ownership rights, and intellectual property rights in and to the WaitingMate Platform—including trademarks, logos, brand names, software code, database schemas, UI designs, graphics, and algorithms—belong exclusively to WaitingMate. Users and Vendors are granted a limited, non-exclusive, non-transferable license to access the Platform solely for intended queue management and appointment purposes.

8. MAXIMUM LIMITATION OF LIABILITY

TO THE MAXIMUM EXTENT PERMITTED UNDER APPLICABLE INDIAN LAW:
(A) WAITINGMATE, ITS DIRECTORS, OFFICERS, EMPLOYEES, AGENTS, AND SUPPLIERS SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, CONSEQUENTIAL, SPECIAL, PUNITIVE, OR EXEMPLARY DAMAGES WHATSOEVER, INCLUDING LOSS OF PROFITS, LOSS OF TIME, HEALTH COMPLICATIONS, LOSS OF DATA, GOODWILL, OR BUSINESS INTERRUPTION ARISING OUT OF OR IN CONNECTION WITH THE USE OR INABILITY TO USE THE PLATFORM.

(B) IN NO EVENT SHALL WAITINGMATE'S AGGREGATE TOTAL LIABILITY FOR ALL CLAIMS, DISPUTES, DEMANDS, OR CAUSES OF ACTION (WHETHER IN CONTRACT, TORT, NEGLIGENCE, STRICT LIABILITY, OR OTHERWISE) EXCEED RUPEES ONE THOUSAND (INR ₹1,000/-) OR THE ACTUAL PLATFORM SERVICE FEE RECEIVED BY WAITINGMATE FROM THE USER IN THE ONE (1) MONTH PRECEDING THE CLAIM, WHICHEVER IS LOWER.

9. Indemnification

You agree to indemnify, defend, and hold harmless WaitingMate, its directors, officers, employees, agents, and affiliates from and against any and all claims, damages, liabilities, losses, costs, penalties, and legal expenses (including reasonable attorney fees) arising out of or related to:

• Your breach or violation of any provision of these Terms.
• Your violation of any third-party rights or applicable laws.
• Any dispute or grievance between you and a Vendor or customer.
• Your misuse of the Platform or submission of inaccurate personal data.

10. Suspension and Termination

WaitingMate reserves the absolute right to suspend, disable, or terminate any User or Vendor account immediately, without prior notice or liability, in the event of suspected fraud, terms violation, illegal activity, non-payment, or abuse of the Platform.

11. Modifications to Terms

We reserve the right to revise or modify these Terms at any time. Updated versions will be published on the Platform with a revised "Last Updated" date. Your continued use of the Platform after changes are posted constitutes acceptance of the modified Terms.

12. Governing Law & Dispute Resolution

These Terms shall be governed by, construed, and enforced strictly in accordance with the laws of the Republic of India, without regard to its conflict of law principles. Any legal suit, action, dispute, or proceeding arising out of or relating to these Terms or the Platform shall be subject to the exclusive jurisdiction of the competent Courts situated in Thane / Mumbai, Maharashtra, India.

13. Grievance Redressal Mechanism

In accordance with the Information Technology Act, 2000 and Rules made thereunder, as well as the Digital Personal Data Protection Act, 2023, the details of the Grievance Officer for WaitingMate are as follows:

We acknowledge grievance complaints within 36 hours and endeavor to resolve grievances within 15 days as prescribed by law.