Telemedicine Policy

Telemedicine services on Clinvo Health are conducted in accordance with the Telemedicine Practice Guidelines 2020 issued by the Ministry of Health and Family Welfare (MoHFW) and the National Medical Commission (NMC).

All doctors on the platform are registered medical practitioners (RMPs) as defined by the Indian Medical Council Act. Clinvo is a registered technology intermediary facilitating the delivery of telemedicine services.

Telemedicine is appropriate for:

• Follow-up visits for patients with an established treating relationship.
• New patients presenting with minor or non-emergency conditions where in-person examination is not immediately required.

Telemedicine is not appropriate for:

• Medical emergencies or acute presentations requiring immediate physical assessment.
• Conditions where the doctor determines that telemedicine cannot provide adequate clinical evaluation.
• Controlled substance prescriptions for new patients (subject to applicable regulations).

The treating doctor has sole clinical discretion to determine whether a condition is suitable for telemedicine.

For a patient's first consultation with a doctor on this platform, the session must be conducted via video. Audio-only or text-only consultations are not permitted for first-time visits, in accordance with Telemedicine Practice Guidelines 2020.

Subsequent consultations with the same doctor may be conducted via video, audio, or asynchronous text chat at the doctor's discretion, subject to the clinical appropriateness of the mode.

E-prescriptions issued through the platform are valid only when:

• Issued by a licensed physician registered with MCI or a State Medical Council.
• Generated via this registered technology platform.
• Compliant with the Telemedicine Practice Guidelines 2020 (MoHFW/NMC).

Prescriptions for Schedule H, H1, and X drugs are subject to additional restrictions under the Drugs and Cosmetics Act. The treating physician is responsible for compliance with all applicable drug regulations.

Clinvo does not dispense medications. Prescriptions are for use with licensed pharmacies only.

Patients using telemedicine services must:

• Provide an accurate and complete health history, including current medications, allergies, and prior diagnoses. Incomplete or inaccurate information may affect the quality of care.
• Ensure a stable internet connection sufficient for video consultation (minimum 1 Mbps).
• Be in a private location where they can speak freely and confidentially.
• Not record the consultation without explicit consent from the treating doctor.
• Promptly disclose any deterioration in their condition during or after the consultation.

Telemedicine is not a substitute for emergency medical care.

If you or someone near you is experiencing a medical emergency (including chest pain, difficulty breathing, loss of consciousness, severe bleeding, or suspected stroke), do not use this platform. Call 112 (National Emergency Number) or proceed immediately to the nearest hospital emergency department.

If a doctor identifies an emergency condition during a telemedicine session, they will direct the patient to seek immediate in-person care.

Sessions may be recorded only with the explicit consent of both the patient and the doctor, obtained before the session begins. Consent is obtained through the platform's consent mechanism prior to connecting.

Recordings are stored securely on Clinvo's infrastructure for clinical purposes only. Recordings are accessible to the treating doctor and the patient. They are not shared with third parties except as required by law or with the patient's explicit consent.

Recording retention: 7 years from the date of consultation, in line with medical records retention obligations.

Clinvo Health is a technology platform that facilitates telemedicine consultations between patients and registered medical practitioners. Clinvo is not a healthcare provider.

All clinical decisions, including diagnosis, treatment, and prescription, are solely the responsibility of the treating physician. Clinvo does not review, approve, or override clinical decisions.

AI-assisted features (clinical note generation, drug interaction alerts) are decision-support tools. They do not constitute medical advice and must be reviewed and approved by the treating doctor before use.

For cancellation and refund terms applicable to telemedicine bookings, see the Refund Policy at clinvo.health/refund-policy.