MKM Stone & Urology Hospital
Website: mkmcare.com
These Terms of Use (“Terms”) govern access to and use of the website www.mkmcare.com, all associated web pages, patient portals, mobile applications, WhatsApp services, online consultation platforms, telemedicine services, electronic medical record portals, online payment systems, and all digital services operated by MKM Stone & Urology Hospital (“Hospital”, “MKM”, “we”, “our”, or “us”). These Terms shall also apply, to the extent legally permissible, to every patient, attendant, visitor, guardian, caregiver, or other person who avails or seeks to avail any healthcare service of the Hospital through physical/offline registration, walk-in consultation, emergency services, outpatient (OPD), inpatient (IPD), surgery, diagnostics, pharmacy, home healthcare, camps, outreach programmes, or any other healthcare service provided by the Hospital, whether or not such person accesses the Website or any digital platform.
Unless the context otherwise requires:
“Hospital” means MKM Stone & Urology Hospital, including all its branches, departments, clinics, diagnostic centres, laboratories, pharmacies, management, directors, consultants, doctors, employees, nurses, staff members, agents, affiliates, successors and assigns.
“Website” means www.mkmcare.com including every webpage, sub-domain, patient portal, mobile application, chatbot, WhatsApp Business account, telemedicine platform and any other digital platform operated by the Hospital.
“Patient” includes every person seeking consultation, treatment, investigation, surgery, admission, teleconsultation, emergency care or any healthcare service.
“User” includes any visitor, patient, attendant, relative, guardian, caregiver, corporate client, insurance company, TPA, government authority, vendor, student, researcher or any person accessing the Website.
“Services” include but are not limited to Appointment booking, Online consultation, Telemedicine, Video consultation, Diagnostic booking, Laboratory services, Radiology services, Health packages, Pharmacy services, Online payment, Health records, Reports download, Health education, AI chatbot, Customer support, Emergency information, Patient Portal, Digital communication or like.
By using this Website, the User expressly confirms that: He/she is at least 18 years of age or is using the Website through a lawful parent or guardian. The information submitted is true, complete and accurate. The User has full legal capacity to enter into this Agreement. Electronic acceptance shall have the same legal validity as a written signature. Continued use of the Website constitutes unconditional acceptance of all future amendments made by the Hospital.
These Terms shall apply equally to all patients and users availing services physically at the Hospital, including OPD patients, IPD patients, emergency patients, daycare patients, diagnostic patients, attendants, visitors, and caregivers. By registering at the Hospital, obtaining a registration number, signing any consent form, making payment, seeking consultation, undergoing any investigation or procedure, receiving treatment, or otherwise availing any Hospital service, such person shall be deemed to have read, understood, accepted, and agreed to be legally bound by these Terms, the Privacy Policy, Consent Policy, and all other Hospital policies, whether such acceptance occurs electronically or in physical form.
The Hospital reserves the absolute and unrestricted right to: Modify these Terms at any time. Suspend any feature, Introduce new policies, Remove any service, or Restrict access without prior notice. Any modification becomes effective immediately upon publication on the Website. The User is responsible for periodically reviewing these Terms. Continued use of the Website after modification shall constitute acceptance of the revised Terms.
Only individuals legally competent under the Indian Contract Act, 1872 may use this Website. Persons below eighteen (18) years may access the Website only through their parent, guardian or lawful representative. The Hospital reserves the right to refuse registration or services without assigning any reason.
The Website is intended only for facilitating healthcare-related services, including: Information regarding doctors, Appointment scheduling, Health check-up booking, Telemedicine, Online payment, Medical report access, Patient education, Hospital announcements, Emergency contact information, or Digital communication. The Hospital may expand, restrict or discontinue any service at its sole discretion.
7.1 To access certain online services, including appointment booking, teleconsultation, laboratory reports, radiology reports, payment services, electronic medical records (EMR), patient portal, and other digital healthcare facilities, a User may be required to create an account.
7.2 The User represents and warrants that all information submitted to the Hospital is true, complete, current, and accurate.
7.3 The Hospital reserves the right to verify the identity of any User through government-issued identification, mobile number verification, email verification, OTP authentication, biometric verification, or any other lawful means.
7.4 The Hospital may refuse registration, suspend, restrict, or permanently terminate any account if False or misleading information is provided, Fraudulent activity is suspected, or Identity cannot be verified, the User violates these Terms or any applicable law. The User misuses Hospital services or behaves abusively toward Hospital staff.
7.5 Each User is solely responsible for maintaining the confidentiality of login credentials. Any activity carried out using the User’s account shall be deemed to have been authorized by the User unless promptly reported as unauthorized.
By registering with the Hospital or using any digital service, the User expressly consents to receive communications through SMS, WhatsApp, Email, Telephone calls, Automated voice calls, Push, notifications or Any future electronic communication platform adopted by the Hospital, Such communications may include Appointment confirmations, Appointment reminders, Investigation reports, Prescription notifications, Billing information, Health reminders, Vaccination reminders, Follow-up advice, Health awareness campaigns, Patient satisfaction surveys, Administrative notices, and Emergency notifications. The Hospital shall not be liable for any loss resulting from incorrect mobile numbers, email addresses, or failure by the User to update contact details.
The Hospital may collect, process, store, and use information including but not limited to Name, Age, Gender, Address, Aadhaar (where legally permitted), PAN (where applicable), Passport, Driving Licence
Contact details, Insurance information, TPA details, Employer information, Medical history, Family history, Allergies, Laboratory reports, Radiology reports, Surgical records, Prescriptions, Billing records, Payment details, Device information, Browser information, IP address, Cookies, Location data (where enabled), CCTV footage, Voice recordings, and Video consultation recordings (where applicable). The Hospital shall collect only such information as is reasonably necessary for providing healthcare services, complying with legal obligations, improving patient care, maintaining quality standards, conducting audits, preventing fraud, ensuring patient safety, and for other lawful purposes.
By accessing the Website or availing any Hospital service, the User voluntarily and expressly consents to Collection of personal information, Processing of medical records, Electronic storage of health records.
Digital transmission of reports, Sharing information with treating doctors and authorized Hospital staff, Sharing information with insurance companies, TPAs, government authorities, laboratories, pharmacies, consultants, referral hospitals, and service providers where legally required or necessary for treatment.
Receiving electronic prescriptions. Receiving electronic invoices and receipts or Verification of identity.
Such consent shall continue unless withdrawn in accordance with applicable law, subject to the Hospital’s legal obligations to retain records.
The Hospital maintains Electronic Medical Records (EMR) for continuity of patient care. The User acknowledges that EMRs are official Hospital records, Only authorized Hospital personnel may modify Hospital-generated records, Patient-uploaded records shall be clearly identified as externally provided documents, the Hospital may maintain backup copies and audit logs of all records, and EMRs may be retained for the period prescribed by applicable law or Hospital policy. The Hospital does not guarantee uninterrupted access to electronic records due to maintenance, technical failures, cyber incidents, or circumstances beyond its reasonable control.
The Hospital employs reasonable administrative, physical, and technical safeguards to protect patient information, including encryption, access controls, audit logs, firewalls, secure servers, and cybersecurity protocols. However, no electronic system can be guaranteed to be completely secure. Accordingly, the Hospital does not warrant that unauthorized access, cyberattacks, malware, ransomware, data breaches, or technical failures can never occur. Users are responsible for safeguarding their login credentials and must immediately notify the Hospital of any suspected unauthorized access.
The Hospital may retain personal information, medical records, billing records, electronic communications, CCTV footage, call recordings, teleconsultation records, consent forms, prescriptions, reports, and related documents for such period as required under applicable law, accreditation standards, insurance requirements, medico-legal obligations, or internal record retention policies. After expiry of the applicable retention period, records may be securely archived or destroyed in accordance with Hospital policy and applicable law.
14.1 The Website enables Users to request appointments with doctors, consultants, diagnostic departments, laboratories, imaging services, health check-up units and other Hospital services.
14.2 Submission of an appointment request does not constitute confirmation. An appointment shall be deemed confirmed only after confirmation by the Hospital through SMS, WhatsApp, email, telephone, the Patient Portal, or any other authorized communication channel.
14.3 The Hospital reserves the right to Modify appointment schedules, Change consulting rooms or departments, Reassign appointments to another qualified consultant where necessary, Reschedule or cancel appointments due to emergencies, operation theatre requirements, unforeseen clinical circumstances, doctor unavailability, public holidays, equipment failure, natural disasters, government directions, or any other operational necessity.
14.4 Waiting times are estimates only. The Hospital does not guarantee consultation at the exact scheduled time.
15.1 Teleconsultation services are provided solely in accordance with applicable Indian laws and the Telemedicine Practice Guidelines issued by the competent authorities.
15.2 Teleconsultation is intended for appropriate medical conditions and may not be suitable for every patient or every clinical situation.
15.3 The treating doctor shall have the sole discretion to Refuse teleconsultation; Recommend an in-person examination; Direct the patient to visit the emergency department; Refer the patient to another specialist or healthcare facility.
15.4 The Hospital does not guarantee that every medical condition can be diagnosed or treated through teleconsultation.
15.5 The User is solely responsible for ensuring A stable internet connection, A functioning camera and microphone, Privacy during consultation, Accurate disclosure of symptoms and medical history.
15.6 The Hospital shall not be liable for consultation delays, interruptions, poor audio or video quality, technical failures, internet outages, power failures, software malfunctions, or any third-party communication failures.
16.1 Payments may be made through authorized payment gateways integrated with the Website.
16.2 The Hospital does not store complete debit card, credit card, UPI PIN, or internet banking credentials.
16.3 All electronic payments are processed by independent third-party payment service providers. The Hospital shall not be responsible for Payment gateway failures; Banking network failures; Duplicate transactions; Delayed settlements; Chargebacks; UPI failures; Credit card authorization failures; Technical interruptions beyond its reasonable control.
16.4 The User remains responsible for ensuring successful completion of payment.
17.1 Where an appointment is cancelled by the User before the scheduled consultation time, the Hospital may process a refund in accordance with its prevailing refund policy.
17.2 Convenience fees, payment gateway charges, taxes, or administrative charges may be non-refundable.
17.3 No refund shall ordinarily be available where the patient fails to attend the appointment without prior cancellation, the consultation has already commenced, Diagnostic procedures have already been initiated, Medicines have already been dispensed, Consumables have already been utilized.
17.4 If the Hospital cancels an appointment due to doctor unavailability or operational reasons, eligible refunds shall be processed through the original mode of payment within the applicable processing period, subject to banking timelines.
17.5 Refund timelines may vary depending upon the payment gateway, bank, card issuer, UPI service provider, or applicable financial institution.
Every Patient and User agrees to provide complete and truthful medical information, inform the treating doctor about allergies, medications, previous surgeries, and existing illnesses, follow medical advice and treatment instructions. Produce valid identification whenever requested, arrive sufficiently before scheduled appointments, maintain discipline and decorum within Hospital premises, respect Hospital staff, doctors, nurses, and other patients, Comply with infection control protocols and safety instructions, make timely payment of all applicable charges, failure to comply may result in refusal or discontinuation of non-emergency services, subject to applicable law.
The User shall not misuse Hospital facilities or digital platforms, Provide false identity or forged documents, attempt unauthorized access to Hospital systems, introduce malware, viruses, or malicious software, disrupt Hospital operations, abuse, threaten, intimidate, assault, or harass Hospital staff, damage Hospital property, record consultations, procedures, surgeries, staff, or Hospital premises without prior written permission, except where recording is protected by applicable law, publish misleading, defamatory, or manipulated content regarding the Hospital or its personnel, or use the Website for unlawful purposes. The Hospital reserves the right to suspend or terminate access and to initiate appropriate civil or criminal proceedings where warranted.
The Website is intended to facilitate access to healthcare services and provide general information. Content on the Website does not constitute medical advice, diagnosis, or treatment. Clinical decisions are made solely by the treating medical professional based on examination, investigations, and the patient’s condition. Users should not delay seeking emergency medical care based on information obtained from the Website. In case of a medical emergency, Users should immediately contact the nearest emergency service or visit the Hospital’s emergency department.
21.1 The Hospital may photograph, audio-record or video-record clinical procedures, consultations, surgeries, investigations, emergency care, patient interactions, educational sessions and Hospital activities for one or more of the following lawful purposes: Medical documentation; Clinical record keeping; Quality assurance; Patient safety; Medical education and training; Research; Internal audit; Accreditation; Insurance and medico-legal requirements; Legal proceedings where required by law.
21.2 Such recordings shall form part of the Hospital’s records where applicable.
21.3 The Hospital shall take reasonable steps to protect the confidentiality of such recordings in accordance with applicable law.
The User acknowledges and agrees that the Hospital may use de-identified or anonymized clinical information, including: X-rays; CT scans; MRI scans; Ultrasound images; Endoscopy images; Surgical videos; Clinical photographs; Histopathology images; Laboratory reports; Medical case summaries; and Other medical material, for legitimate educational, scientific, academic, training and research purposes, provided that the patient’s identity is not disclosed unless separate written consent has been obtained where required by law.
23.SOCIAL MEDIA CONSENT
23.1 The Hospital may publish educational healthcare content through its official website and official social media platforms, including but not limited to Facebook, Instagram, YouTube, LinkedIn, X (formerly Twitter), and similar platforms.
23.2 Identifiable photographs, videos, testimonials, interviews, voice recordings or conversations of a patient shall be used only where the Hospital has obtained the patient’s or authorized representative’s valid consent, except where otherwise permitted by applicable law.
23.3 Once lawfully published, the Hospital shall not be responsible for sharing, reposting, commenting upon, downloading or redistribution by third parties beyond the Hospital’s reasonable control.
24.1 For safety, security, quality control and medico-legal purposes, the Hospital premises may be monitored by Closed-Circuit Television (CCTV).
24.2 By entering the Hospital premises, every patient, attendant, visitor, vendor and contractor acknowledges that CCTV surveillance may be in operation in permitted areas.
24.3 CCTV footage may be preserved, reviewed and disclosed: as required by law; pursuant to court orders; to law enforcement agencies; for internal investigations; for insurance purposes; or to protect the rights, safety or property of the Hospital, patients or staff.
24.4 CCTV cameras shall not intentionally be installed in locations where privacy is legally expected, such as changing rooms or toilets.
Except where expressly permitted by applicable law or with prior written authorization from the Hospital: Patients; Attendants; Visitors; and Third parties shall not photograph, audio-record or video-record: Doctors; Nurses; Hospital staff; Other patients; Surgical procedures; Consultation rooms; Intensive Care Units; Operation Theatres; Medical records; or Restricted Hospital areas. The Hospital reserves the right to require cessation of unauthorized recording and to take appropriate legal action where necessary.
All medical information, treatment records, investigations, prescriptions, Hospital protocols, pricing information, software, operational procedures and internal communications are confidential.
Users shall not: unlawfully disclose confidential information; misuse confidential information; publish confidential Hospital documents; or obtain unauthorized access to confidential records. The Hospital shall likewise maintain patient confidentiality except where disclosure is: authorized by the patient; required for treatment; required by law; ordered by a competent authority; or otherwise legally permissible.
All rights, title and interest in the Website; Hospital name; logo; trademarks; designs;software; databases; medical content; educational material; articles; publications; videos; graphics; images; source code;
documents; and digital content are the exclusive property of MKM Stone & Urology Hospital or its licensors and are protected by applicable intellectual property laws. No person may reproduce, copy, modify, distribute, sell, license or commercially exploit such material without the Hospital’s prior written permission.
Where the Website permits users to submit reviews, comments, testimonials or other content, the User warrants that such content: is truthful; is lawful; does not infringe the rights of others; is not defamatory, obscene or abusive; does not contain malware or malicious code. The Hospital reserves the right, without notice, to moderate, edit, refuse, remove or disable access to any user-generated content that violates these Terms or applicable law.
No person shall conduct interviews, commercial photography, documentary filming, news reporting or media recording within Hospital premises without prior written authorization from the Hospital administration. Unauthorized commercial or media use of Hospital premises, staff, branding or facilities is prohibited.
30.1 The information available on www.mkmcare.com�, the Hospital’s mobile applications, patient portal, social media pages, WhatsApp channels, brochures, blogs, newsletters and other digital platforms is provided solely for general educational and informational purposes.
30.2 Nothing contained on the Website shall constitute medical advice; diagnosis; treatment; prescription; guarantee of recovery; or establishment of a doctor-patient relationship merely by visiting the Website.
30.3 Medical decisions shall always be based upon physical examination, investigations, clinical judgment and consultation with a qualified medical practitioner.
30.4The Hospital does not guarantee any particular medical outcome, cure, success rate, life expectancy, cosmetic result or treatment response, as outcomes vary depending on each patient’s individual condition.
31.1 The Website and online services are not intended for emergency medical care.
31.2 In case of a medical emergency, Users should immediately: call the local emergency services; visit the nearest emergency department; or contact the Hospital’s emergency services directly. The Hospital shall not be liable for any injury, loss, disability or death resulting from reliance on the Website during a medical emergency.
The Hospital shall use reasonable efforts to maintain uninterrupted operation of the Website. However, the Website may become unavailable due to scheduled maintenance; software upgrades; cyberattacks; hacking; internet failures; power interruptions; server failures; government restrictions; force majeure events; or other circumstances beyond the Hospital’s reasonable control. The Hospital shall not be liable for any resulting interruption or inconvenience.
To the maximum extent permitted by applicable law, MKM Stone & Urology Hospital, its directors, trustees, shareholders, doctors, consultants, employees, nurses, agents, affiliates and service providers shall not be liable for any indirect, incidental, consequential, exemplary, punitive or special damages arising from use of the Website; inability to access the Website; technical errors; third-party service interruptions; payment gateway failures; telecommunication failures; cyber incidents; unauthorized access despite reasonable security measures; delays in appointments; delays in report generation; treatment decisions made by independent medical professionals; reliance on Website content. Nothing in these Terms excludes liability that cannot lawfully be excluded under applicable law.
The User agrees to indemnify, defend and hold harmless MKM Stone & Urology Hospital, its management, directors, doctors, consultants, employees, agents and affiliates from and against all claims, proceedings, liabilities, losses, damages, costs and expenses (including reasonable legal fees) arising from: breach of these Terms; misuse of the Website; submission of false information; infringement of intellectual property rights; violation of applicable law; or any act or omission attributable to the User.
The Hospital reserves the right, at its sole discretion, to suspend, restrict or terminate access to the Website or any online service without prior notice where: these Terms are violated; fraudulent activity is suspected; false information is provided; unlawful activity is detected; Hospital systems are threatened; maintenance is required; or continuation of access may adversely affect the Hospital, its patients or its staff. Termination shall not affect any accrued legal rights or obligations.
The Hospital shall not be liable for any delay or failure in performance caused by events beyond its reasonable control, including but not limited to natural disasters; floods; earthquakes; pandemics; epidemics; war; terrorism; riots; strikes; governmental actions; internet outages; cyberattacks; power failures; or any other force majeure event.
These Terms shall be governed by and construed in accordance with the laws of India.
38.1 The parties shall first attempt to resolve any dispute amicably through good-faith negotiations.
38.2 Failing such resolution, disputes may be referred to arbitration in accordance with the Arbitration and Conciliation Act, 1996, as amended.
38.3 Unless otherwise required by applicable law, the seat and venue of arbitration shall be Bhopal, Madhya Pradesh.
38.4 The arbitration shall ordinarily be conducted by a sole arbitrator appointed in accordance with the applicable law.
38.5 Subject to applicable law, the courts at Bhopal, Madhya Pradesh, shall have jurisdiction over matters relating to these Terms and any arbitral proceedings.
If any provision of these Terms is held invalid, illegal or unenforceable by a competent court or tribunal, the remaining provisions shall continue in full force and effect.
These Terms shall govern all interactions between the Hospital and any patient, attendant, visitor, guardian, caregiver, corporate client, insurance company, TPA, or any other person availing or attempting to avail any Hospital service, whether such interaction occurs online, offline, telephonically, electronically, through mobile applications, telemedicine platforms, social media, WhatsApp, email, physical registration counters, OPD, IPD, emergency department, operation theatre, laboratory, pharmacy, outreach programme, health camp, or any other mode of communication or service delivery. These Terms shall survive discharge, completion of treatment, closure of the patient account, or discontinuation of the Website to the extent necessary to protect the legal rights and obligations of the Hospital and the patient.
Failure by the Hospital to enforce any provision of these Terms shall not constitute a waiver of that provision or of any other rights available to the Hospital.
These Terms, together with the Privacy Policy, Cookie Policy, Consent Forms and any additional Hospital policies published from time to time, constitute the entire agreement between the User and MKM Stone & Urology Hospital concerning the use of the Website and related digital services.
MKM Stone & Urology Hospital
Website: www.mkmcare.com
Phone:
Registered Office:
For grievances relating to the Website, privacy, digital services or these Terms, Users may contact the Hospital’s designated Grievance Officer at the above contact details.
"Delivering advanced, compassionate, and personalized urological care through cutting-edge technology, expert hands, and a patient-first approach — because your health, comfort, and confidence matter most."
+088899 78997
+090985 78997
info@mkmcare.com
E-1/88-A, Near RBI Awasiya Parisar, E-1, Arera Colony, Bhopal, Madhya Pradesh 462016
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