Our policies, in plain language

MedBridge is a healthcare platform, so almost everything you share with us is sensitive personal data. We treat it that way. We collect only what a doctor needs to care for you safely, and we never sell it, rent it, or use it to target advertising.

Information we collect

• Identity and contact details — name, age, sex, phone number and email address, provided by you or by the partner pharmacy booking on your behalf.
• Health information — symptoms, medical history, vitals, allergies, lab reports, scans and photographs you upload before or during a consultation.
• Consultation records — doctor's notes, diagnoses, prescriptions and follow-up instructions generated during your care.
• Transaction details — consultation fees, invoices and payment status. Full card and UPI credentials are handled by our payment processor and never stored on our servers.
• Technical data — device type, browser, IP address and session logs, used to keep the platform secure and to diagnose call quality problems.

How we use it

• To deliver the consultation you booked and to give your doctor the context needed to treat you.
• To generate and deliver your prescription, lab requisitions and invoices.
• To let a partner pharmacy dispense a prescription you have asked them to fulfil.
• To send appointment reminders and report-ready notifications over email, SMS or WhatsApp.
• To meet legal and medical record-keeping obligations, and to investigate misuse of the platform.

Who can see your records

Your treating doctor, and you. Our support staff can access an account only when you raise a request and only for as long as it takes to resolve it, with every access logged. Partner pharmacies see a prescription only after you direct it to them — they never see your consultation notes or history. We disclose records to anyone else only where the law compels us, and we will tell you when that happens unless we are legally barred from doing so.

How long we keep it

Medical records — consultation notes, prescriptions and reports — are retained for the period required by prevailing medical record-keeping rules. Technical logs are kept for 180 days. When you close your account, identity and billing data is deleted or anonymised within 90 days, except where retention is legally required.

Your rights

• Access — download a copy of everything held about you from your account, or by writing to us.
• Correction — ask us to fix inaccurate identity or contact details at any time.
• Erasure — ask us to delete your account and data, subject to statutory medical record retention.
• Withdraw consent — stop non-essential communications, or revoke a pharmacy's access to your prescriptions.
• Grievance — escalate any concern to our Grievance Officer, listed at the bottom of this page.

By creating an account, booking a consultation, or using MedBridge through a partner pharmacy, you agree to these terms. If you do not agree with them, please do not use the platform.

What MedBridge is — and isn't

MedBridge is a technology platform that connects you to independently licensed medical practitioners. We facilitate the consultation; we do not practise medicine. The doctor is solely responsible for the clinical advice, diagnosis and prescription they provide. We do not endorse, guarantee or take responsibility for any particular clinical outcome.

Your responsibilities

• Provide accurate, complete and current information about your identity, symptoms and medical history.
• Use the platform only for genuine medical consultations, and only for yourself or a person you are lawfully authorised to represent.
• Attend consultations you have booked, or cancel them in time so the slot can be released.
• Keep your login credentials confidential — consultations booked from your account are treated as booked by you.
• Do not record, reproduce or publish any consultation without the doctor's written consent.
• Do not request prescriptions for controlled or restricted substances, which cannot be prescribed over teleconsultation.

Eligibility

You must be 18 or older to hold an account. Consultations for minors must be booked and attended by a parent or legal guardian, who is responsible for the information provided.

Doctors on the platform

Every practitioner is verified against their medical council registration before being listed, and re-verified periodically. Doctors set their own consultation fees and availability. A doctor may decline or end a consultation if it falls outside their scope of practice or requires physical examination.

Limitation of liability

To the extent permitted by law, MedBridge's aggregate liability arising from your use of the platform is limited to the fees you paid for the consultation giving rise to the claim. We are not liable for indirect or consequential losses, or for interruptions caused by your internet connection or device.

Changes to these terms

We may update these terms as the platform evolves or the law changes. Material changes are announced by email and in-app at least 14 days before they take effect. Continuing to use MedBridge after that date means you accept the revised terms.

Telemedicine is the practice of medicine using electronic communication instead of an in-person visit. It is well suited to many concerns, and unsuitable for others. By proceeding with a consultation you confirm that you understand and accept the following.

You understand that

• A video consultation cannot include physical examination, and the doctor's assessment relies on what you describe and share.
• In rare cases, information transmitted may be insufficient for sound clinical judgement, and the doctor may ask you to see someone in person.
• Technical failures — poor connectivity, dropped calls — can interrupt or delay a consultation.
• Your consultation notes and prescription become part of your medical record and are stored securely on the platform.
• You may withdraw consent and end the consultation at any point, though fees for a consultation already delivered are not automatically refundable.

Prescribing limits

Doctors on MedBridge prescribe within the national telemedicine practice guidelines. Certain categories of medicine — including narcotics, psychotropics and other restricted drugs — cannot be prescribed through a teleconsultation under any circumstances, regardless of history.

This is not an emergency service

MedBridge must not be used for medical emergencies. Chest pain, breathlessness, severe bleeding, loss of consciousness, stroke symptoms, poisoning, serious injury or suicidal thoughts require immediate in-person emergency care. Call your local emergency number or go to the nearest emergency department.

Full refund

• The doctor does not join your scheduled consultation.
• The consultation cannot proceed because of a fault on our side — platform outage, booking error, or a doctor cancelling at short notice.
• You cancel more than two hours before the scheduled start time.
• You were charged twice for the same consultation.

No refund

• You do not attend a consultation you booked, and did not cancel it in time.
• The consultation took place, but you disagree with the clinical advice given. Clinical judgement is not a billing dispute — raise it with our care team and we will arrange a second opinion where appropriate.
• Your device, camera or internet connection prevented you from joining, and the doctor was available and waiting.

Rebooking instead

Where a refund applies, you may choose a free rebooking with the same or a different doctor instead. Rebooking is usually faster than a refund and keeps your consultation history in one place.

Processing time

Approved refunds are initiated within 48 hours and reach the original payment method in 5–7 business days. Bank processing times are outside our control. Lab test bookings cancelled before sample collection are refunded in full; once a sample is collected, the test cannot be refunded.

Partner subscriptions

Pharmacy subscription plans are billed monthly in advance and can be cancelled any time before the next billing date. Part-months are not refunded, and unused consultation quota does not carry forward.

We use cookies sparingly — enough to keep you signed in and to understand whether the platform is working, and no more. We do not run advertising or cross-site tracking cookies.

Categories we use

• Essential — session and authentication cookies that keep you signed in and protect against request forgery. These cannot be disabled without breaking the platform.
• Preference — remembers choices like your interface theme and language so they persist between visits.
• Analytics — aggregated, de-identified measurements of page performance and drop-off, used to fix what's slow or confusing. Never linked to your medical records.

Managing cookies

You can clear or block cookies in your browser settings at any time. Blocking essential cookies will sign you out and prevent you from joining consultations.

• Video consultations are end-to-end encrypted and are never recorded or stored by MedBridge.
• Data is encrypted in transit with TLS 1.3 and at rest with AES-256.
• All primary data is stored on servers located in India.
• Access follows least privilege: staff can reach a record only with a business reason, and every access is logged and audited.
• Prescriptions are digitally signed, making tampering detectable.
• We run regular vulnerability scans and periodic third-party penetration tests.

If something goes wrong

In the event of a breach affecting your personal data, we will notify affected users and the relevant authority without undue delay, describing what happened, what data was involved, and what we are doing about it.

Reporting a vulnerability

If you believe you have found a security flaw, please write to [email protected] before disclosing it publicly. We investigate every report and will keep you updated on the fix.

Articles, health guides, symptom explainers and package descriptions on MedBridge are written for general education. They are reviewed by qualified clinicians, but they are not a diagnosis and cannot account for your individual history.

Never delay seeking care, or disregard advice you have already been given, because of something you read here. If a page's guidance conflicts with what your doctor told you, follow your doctor.

Lab reference ranges

Reference ranges shown alongside lab results vary by laboratory, method and population. A result flagged outside range is not automatically abnormal for you — interpretation belongs with your doctor.

If something has gone wrong — a refund not received, a doctor's conduct, a privacy concern, or a request we have not honoured — you can escalate it. Complaints are acknowledged within 24 hours and resolved within 15 days.

How to raise one

• Start with our care team at [email protected] or +91 98450 00011 — most issues are resolved here.
• If the outcome is unsatisfactory, write to our Grievance Officer with your consultation ID and what you would like resolved.
• Grievance Officer — Ms. Ritika Sharma, MedBridge, 221 Wellness Ave, Suite 4B, Bengaluru 560001. [email protected]

Data protection requests

Requests to access, correct or erase your data should go to [email protected]. We respond within 30 days and will tell you if a statutory retention obligation prevents us from deleting a record.