Terms & Conditions

These Terms of Use ("Agreement") govern your access to and use of the digital platforms owned and operated by Torrent Diagnostics Limited, a Company registered under the laws of India, bearing CIN:- U85300MH2022PLC413586 (hereinafter referred to as "Torrent Diagnostics," "Company," "we," or "our"), including our official website (www.torrentdiagnostics.com) and mobile application (the "App"). Together, these platforms are referred to as the “Platform.”

The terms “You,” “Your,” or “User” refer to any individual or legal entity who accesses, browses, registers, books diagnostic services, views reports, or otherwise uses the Platform.

By accessing or using the Platform, you acknowledge that you have read, understood, and agree to be legally bound by these Terms of Use, along with our Privacy Policy, Cookie Policy, Refund & Cancellation Policy, and other applicable policies made available through the Platform (collectively referred to as the “Terms”).

• The use of this Website/App entitles the User, whether a User or a Customer, to avail certain services as provided in the following clauses ('Services') in line with other terms of use.

• The following Services are made available on the Platform. However certain services may be available to user based on the User’s registration status:

  • Overview of diagnostic test packages , profiles, and individual tests and health check-ups;
  • Details regarding current offers or health promotions;
  • Access to request forms, customer enquiry features, and “Get a Call Back” options.
  • Book diagnostic services including test packages or individual tests;
  • Choose between in-lab sample collection or home sample collection (subject to availability in the selected location);
  • Receive communication via SMS, email, app notifications, or phone calls regarding order confirmations, appointment scheduling, and test/report updates;
  • Access and download test reports securely using a link sent to the registered mobile number or email address;
  • Access latest and historical test reports from their registered profile, retained by Torrent Diagnostics in accordance with its data storage and retention policy.

• All Services booked through the Platform are non-transferable. Identification is based on registered communication IDs (mobile number or email), not the name. Anyone with access to these IDs may access the reports. If no contact information is provided, reports will be issued only in person at the diagnostic centre.

• For bookings made on a business day before 00:00 PM IST, Torrent Diagnostics shall endeavour to confirm the appointment on the same day. For bookings made after 00:00 PM IST, confirmation shall be attempted on the next working day.

• The Customer must carry the following at the time of sample collection or centre visit:

  • A valid government-issued photo identification card;
  • The order confirmation (including transaction ID or invoice copy);
  • Doctor’s prescription (if required for the selected test or package).

• Users are advised to carefully follow the specific instructions and pre-test guidelines available on the Platform for each diagnostic test/package, including any necessary fasting, medication adjustments, or other precautions.

• Torrent Diagnostics may publish additional service-specific terms and conditions for certain diagnostic tests or packages. In case of any conflict between such terms and these general Terms & Conditions, the specific terms associated with the relevant Service shall prevail.

• Torrent Diagnostics reserves the right to modify, update, suspend, or discontinue any part of the Services at its sole discretion, without prior notice. Such changes shall be effective upon being published on the Platform or communicated via official channels.

• In the event of any issues, delays, or queries related to booking, service fulfilment, or report access, Users may contact Torrent Diagnostics’ customer support team using the helpline number or email address provided on the Platform. We are committed to providing prompt assistance and resolving concerns within a reasonable timeframe.

• Any deficiencies or non-performance of Services must be reported within two (2) working days from the date of occurrence. Users are required to notify Torrent Diagnostics via the official contact information provided on the Platform. Upon verification, appropriate corrective action shall be taken in accordance with our policies

Eligibility of users

By accessing or using the Torrent Diagnostics website or mobile application (collectively, the “Platform”), you (the “User” or “Customer”) confirm that:

• You have the legal right, authority, and capacity to accept and abide by these Terms & Conditions, including our Privacy Policy and Cookie Policy.
• You must be in India or Indian Resident .and, if required, you agree to furnish proof of identity such as Aadhaar Card, PAN Card, or other government-issued documentation to validate the same.
• You are at least eighteen (18) years of age or are accessing the Platform under the guidance and consent of a parent or legal guardian, in accordance with applicable Indian laws.
• You are not barred from receiving services under the laws of India or under any applicable legal or regulatory restriction.
• You are not currently suspended, deactivated, or removed from accessing the Platform by Torrent Diagnostics for any reason.
• if you do not meet the above qualifications, you are not permitted to use the Platform or avail any of the Services. Access or use in violation of this clause may lead to termination or denial of Services at Torrent Diagnostics’ sole discretion.

Booking process, test turnaround time, and sample collection terms

• Users may access diagnostic services through one of the following modalities:

  • Home Visit, subject to availability based on serviceable locations and appointment slots; or
  • Walk-in Appointments at any of Torrent Diagnostics’ authorized collection centres or laboratories listed on the Platform.

• To initiate a service request, Users must provide a valid mobile number for authentication via One-Time Password (OTP) verification. For returning Users, the Platform will retrieve previously stored data to streamline the booking experience.

• Registration is mandatory to access most services and requires Users to submit complete and accurate personal information, including but not limited to:

  • Full name (As per registered Govt. ID)
  • Age and gender
  • Mobile number and email address
  • Address for sample collection (if applicable)
  • Valid government-issued identification (e.g., Aadhaar, PAN)
  • Medical prescription (where legally required or medically indicated)

• Torrent Diagnostics reserves the absolute right to verify, seek additional documentation, or decline any registration that is found to be incomplete, misleading, or inconsistent with our internal verification protocols or regulatory obligations.

• Upon successful submission of a booking and completion of payment, the User will receive a system-generated service confirmation, which includes:

  • Unique Order ID
  • Test or package details
  • Confirmed appointment time and location

• This confirmation also facilitates real-time tracking and digital access to test reports once processed and approved for release.

• Sample collection will be carried out under strict clinical and operational protocols through either of the following channels:

  • Home Collection Service: Available on a scheduled basis and subject to additional fees. Availability depends on the User’s location and operational constraints.
  • In-Centre Collection: Offered during standard business hours at all Torrent Diagnostics facilities listed on the Platform.

• Users are responsible for the following:

  • Ensuring availability at the scheduled location and time for home visits.
  • Adhering to all pre-analytical instructions (e.g., fasting, medication restrictions) as communicated via the Platform or confirmation message.
  • Presenting valid photo identification and booking confirmation at the time of sample collection.
  • Torrent Diagnostics retains the discretion to reschedule or cancel appointments due to unforeseen circumstances, including but not limited to operational limitations, weather disruptions, or public holidays.

• Estimated Report Turnaround and Delivery Timelines i.e. Turnaround Times (TAT) for each test or health package are provided at the time of booking and are influenced by factors including, but not limited to:

  • Complexity and category of the test
  • Internal laboratory processing timelines
  • Sample logistics and transit duration
  • Pathologist availability and quality control requirements
  • Non-working days such as weekends and public holidays

  While Torrent Diagnostics endeavours to meet or exceed communicated TATs, processing delays may occur in rare or exceptional circumstances.

• Modes of Report Delivery:

  • Digital Reports: Secure download link will be shared via SMS , WhatsApp or email to the registered contact details.
  • Physical Report Collection: Users may opt to collect printed reports directly from any participating Torrent Diagnostics facility during business hours of specific centre.

• Torrent Diagnostics will store User test reports on the Platform for a limited period, after which such data shall be securely deleted or archived, in line with our data retention and privacy policies as per prevailing applicable laws and regulatory guidelines.

User responsibilities

By accessing or using the Torrent Diagnostics website or mobile application (the “Platform”), you agree to use the Services in accordance with these Terms & Conditions and all applicable laws and regulations. Misuse of the Platform or Services is strictly prohibited, including but not limited to the following activities:

• You shall not use the Platform to transmit, upload, distribute, store, or destroy any material in violation of any applicable local, national, or international law;

  • That infringes upon the intellectual property rights (e.g., copyrights, trademarks, patents) or proprietary rights of Torrent Diagnostics or any third party;
  • That is defamatory, libelous, obscene, harassing, threatening, hateful, or otherwise objectionable or abusive;
  • That misrepresents or impersonates another individual or entity;
  • That is false, misleading, or deceptive in any manner;
  • That promotes discrimination, racism, bigotry, hatred, or physical harm of any kind against any group or individual;
  • That constitutes or encourages behaviour that would be considered a criminal offense or gives rise to civil liability.

• You are strictly prohibited from engaging in any activity that compromises the security or integrity of the Platform, including but not limited to:

  • Unauthorized access or attempted access to servers, accounts, systems, or data not intended for you;
  • Probing, scanning, or testing the vulnerability of any system or network connected to the Platform;
  • Introducing viruses, malware, Trojans, or any other harmful code or programs;
  • Attempting to interfere with or disrupt service to any user or network, including "spamming," "crashing," or conducting denial-of-service (DoS) attacks;
  • Forging any part of the packet header or metadata in emails or communications originating from or through the Platform.

• You shall not:

  • Modify, adapt, translate, reverse engineer, decompile, or disassemble any portion of the Platform or its software;
  • Remove or obscure copyright, trademark, or proprietary notices on the Platform.
  • Use automated systems (robots, spiders, crawlers) to access, scrape, index, or collect content or data from the Platform;
  • Deep-link to any page of the Platform without express written permission.
  • Frame or mirror any part of the Platform;
  • Create or operate multiple or fake user accounts under fraudulent pretences;
  • Post or transmit unsolicited communications including spam, advertisements, surveys, or pyramid schemes;
  • Attempt to gain unauthorized access to any part of the Platform, servers, or related systems;
  • Store, share, or distribute content that infringes upon the privacy of others.

• You shall not use the Services for any unlawful or unauthorized purpose, including fraud or violation of medical regulations;

• You shall not assign or transfer your access, account, or any Service booked in your name to another individual.

• You shall not alter predefined diagnostic packages, though you may opt to add additional tests at applicable rates;

• You shall not defame, mislead, threaten, or disparage Torrent Diagnostics or its affiliates based on your interaction with the Platform or Services.

• You are solely responsible for any activity occurring under your account or by use of your credentials.

• Torrent Diagnostics reserves the right to suspend, terminate, or restrict your access to the Platform or Services at any time if you violate these Terms.

• Any breach of security or unauthorized activity may result in civil or criminal liability under applicable laws.

Liability limitations

• Torrent Diagnostics makes best efforts to maintain uninterrupted access to its digital platforms and diagnostic services. However, the Company shall not be held liable for any delay, failure, interruption, or unavailability of Services arising out of force majeure events, scheduled maintenance, system upgrades, cyberattacks, internet connectivity issues, or acts beyond the Company’s reasonable control.

• All diagnostic services offered by Torrent Diagnostics through its Platform are rendered strictly for investigational and informational purposes. These services are not intended as substitutes for professional medical advice, diagnosis, or treatment. Test reports must be interpreted by a registered medical practitioner. Torrent Diagnostics bears no liability for self-interpretation, clinical decisions made without professional consultation, or outcomes arising from the misapplication of diagnostic data.

• To the fullest extent permissible under applicable law, the aggregate liability of Torrent Diagnostics (including its officers, employees, partners, affiliates, or vendors), whether arising in contract, tort, negligence, strict liability, or otherwise, shall be limited to the amount actually paid by the User for the specific service/test giving rise to the claim. This limitation applies regardless of the form or forum of the action and whether or not the Company has been advised of the possibility of such damages.

• Torrent Diagnostics shall not be liable for any indirect, special, incidental, punitive, or consequential damages, including but not limited to:

  • Loss of data, business, revenue, goodwill, or anticipated savings.
  • Personal injury or emotional distress arising from diagnostic delays.
  • Damages from report unavailability, delay due to unforeseen laboratory constraints, Sample damaged or lost in transit or courier disruptions;
  • Any claim based on third-party reliance, system vulnerability, or cyber intrusion.

• The Company disclaims any responsibility or liability for delays, errors, or transaction failures arising from third-party service providers, including but not limited to payment processors, courier services, or any diagnostic service affiliates not under Torrent Diagnostics' direct operational control. Use of third-party links or plugins is at the User’s sole discretion and risk.

• Users agree to indemnify, defend, and hold harmless Torrent Diagnostics, its management, affiliates, employees, and authorized partners from any and all losses, claims, penalties, fines, costs, or liabilities, including legal fees, arising out of:

  • Breach of these Terms of Use or any applicable laws;
  • Violation of privacy or intellectual property rights;
  • Submission of false medical information or impersonation;
  • Misuse of diagnostic data contrary to applicable laws & regulations.

  Torrent Diagnostics complies with necessary applicable guidelines for quality and competence in medical laboratories. All reports issued are authenticated by qualified personnel. However, limitations in test performance or biological variability may affect results. These factors shall be clearly mentioned where applicable, and Torrent Diagnostics shall not be liable for medical decisions taken without consideration of such disclaimers.

Governing law and jurisdiction

• These Terms & Conditions, along with the Privacy Policy, Cookie Policy, and any other legal documents published by Torrent Diagnostics, shall be governed by and construed in accordance with the laws of India, without regard to any conflict of laws principles.

• By accessing or using the Torrent Diagnostics Website, App, or any of its Services, the User agrees that all claims, disputes, or legal proceedings arising out of or in connection with the use of the Platform, the interpretation of these Terms, or the provision of Services shall be subject to the exclusive jurisdiction of the competent courts located in Navi Mumbai, India. The User hereby irrevocably submits to the jurisdiction of such courts and waives any objection to proceedings initiated in those courts on grounds of venue or forum non convenience.

• Torrent Diagnostics may, at its discretion and to the extent permitted under applicable laws, pursue equitable relief or enforcement in other jurisdictions if necessary to protect its rights, reputation, intellectual property, or confidential information.

Right to modify terms

You acknowledge and agree that these Terms of Use, the Website/App, and the Services may be modified by the Company at its sole discretion, at any time, and such modifications become effective immediately upon posting on the Website/App or implementation of changes therein.

You agree to review these Terms of Use periodically to stay informed of any changes. The Company shall not be liable for any loss or damage you may suffer due to your failure to review the updated Terms.

Unless expressly stated otherwise, any new features, services, enhancements, or modifications introduced to the Website/App or Services after your initial use will be automatically governed by these Terms of Use.

Consent to Data Usage

• We respect your privacy and are committed to being transparent about how we collect, process, and use your personal and health data. Before using our services, your explicit, informed, and voluntary consent is required.

• When you book an appointment or provide personal or health-related information, you'll be presented with clear choices and an explanation of how that data will be used.

• Your affirmative action—such as ticking a consent box or clicking “I consent” or providing the OTP against your registration—will be recorded, confirming that you understand and agree to use your data as per these terms of use.

• If you choose to connect health or fitness devices on our application or third-party applications , we’ll explain what data will be accessed and how we’ll use it. Consent is required before any synchronization begins.You take note that the data once shared with the devices goes out of our control.

• We only share your diagnostic reports or health information with healthcare professionals or third parties after you explicitly instruct and authorize this. You remain in full control over who sees what.

• You have full authority over your data, including the rights to:

  • Access it;
  • Correct any inaccuracies;
  • Erase it if you no longer wish it to be retained, unless required to be retained as per regulatory guidelines.
  • Restrict or object to certain kinds of processing;
  • Withdraw your consent at any time.

  Requesting any of these won’t result in any impact to your access to our core services.

We only collect data that is necessary and relevant to the services you request. If a feature or service changes, we may use additional data elements for the same, provided you have given consent to use your data for that service.

Grievance Redressal Mechanism

• Torrent Diagnostics is committed to ensuring a transparent and responsive experience for all users. In accordance with applicable guidelines and in the interest of user rights and trust, we have established a structured Grievance Redressal Mechanism to address user complaints, concerns, and feedback regarding our services or content on the Platform.

• Raising a Grievance - If you have any grievance, concern, or objection related to:

  • Service quality, delays, or report discrepancies
  • Unauthorized access or misuse of personal data
  • Technical issues related to website/app usage
  • Violation of Terms & Conditions, privacy policy, or applicable guidelines
  • To add related to refunds and loyalty program.

  You may submit a formal complaint using any of the modes listed below.

• Grievances may be submitted through the following channels:

  • Email: customercare@torrentdiagnostics.com

    Post:

    Grievance Officer

    Torrent Diagnostics Pvt. Ltd.

  • In-App Support: Navigate to Help & Support > Submit a Complaint within the Torrent Diagnostics app.

• Please include the following details in your complaint to enable efficient processing:

  • Full name and contact details
  • Description of the grievance (with relevant booking ID, report number, or screenshots, if applicable)
  • Date of occurrence
  • Preferred mode of resolution or response

• Grievance Officer:-The designated Grievance Officer for Torrent Diagnostics is:

  Email: customercare@torrentdiagnostics.com

  Working Hours: Monday to Friday, 10:00 AM to 6:00 PM (excluding public holidays)

• Resolution Timeline

  • Your grievance will be acknowledged within 48 business hours of receipt.
  • A formal resolution or status update will be provided within 15 business days, subject to the complexity of the issue.
  • If additional time is required, you will be notified with the reason for delay and the revised expected resolution timeline

Disclaimer & Limitation of Liability

THE PLATFORM, INCLUDING THE WEBSITE, MOBILE APPLICATION, AND ALL ASSOCIATED DIGITAL SERVICES PROVIDED BY TORRENT DIAGNOSTICS, IS OFFERED ON AN "AS-IS" AND "AS-AVAILABLE" BASIS, WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, STATUTORY, OR OTHERWISE. TORRENT DIAGNOSTICS EXPRESSLY DISCLAIMS ALL REPRESENTATIONS AND WARRANTIES, INCLUDING BUT NOT LIMITED TO MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE; NON-INFRINGEMENT OF INTELLECTUAL PROPERTY; ACCURACY, RELIABILITY, COMPLETENESS, OR TIMELINESS OF INFORMATION; ERROR-FREE, UNINTERRUPTED, OR SECURE ACCESS TO THE PLATFORM; THE COMPANY MAKES NO ASSURANCE THAT ITS SERVICES WILL MEET THE USER’S REQUIREMENTS OR EXPECTATIONS AND ASSUMES NO RESPONSIBILITY FOR ANY TECHNICAL DEFECTS, DELAYS, OR SERVICE LIMITATIONS.

TORRENT DIAGNOSTICS DOES NOT WARRANT THAT THE PLATFORM WILL BE FREE FROM INTERRUPTIONS, ERRORS, BUGS, DELAYS, OR DOWNTIMES, WHETHER DUE TO SCHEDULED MAINTENANCE, TECHNICAL ISSUES, SERVER FAILURES, EXTERNAL DISRUPTIONS, OR UNFORESEEN EVENTS. ACCESS MAY ALSO BE TEMPORARILY SUSPENDED WITHOUT PRIOR NOTICE DUE TO UPDATES, UPGRADES, OR REGULATORY ACTION.USERS ACKNOWLEDGE THAT ANY DATA, MATERIAL, OR CONTENT DOWNLOADED OR OBTAINED THROUGH THE PLATFORM IS DONE AT THEIR OWN RISK, AND TORRENT DIAGNOSTICS SHALL NOT BE LIABLE FOR ANY RESULTING DAMAGE TO COMPUTER SYSTEMS, MOBILE DEVICES, OR DATA LOSS.THE PLATFORM MAY INCLUDE LINKS TO, OR INTEGRATIONS WITH, THIRD-PARTY SERVICE PROVIDERS SUCH AS TELECONSULTATION PLATFORMS , PAYMENT GATEWAYS, LOGISTICS AND COURIER PARTNERS, OTHER PLATFORMS TORRENT DIAGNOSTICS DOES NOT CONTROL, ENDORSE, GUARANTEE, OR ACCEPT LIABILITY FOR ANY THIRD-PARTY CONTENT, TERMS, PRIVACY PRACTICES, WARRANTIES, SERVICE RELIABILITY, OR ACTIONS. ANY ENGAGEMENT OR TRANSACTION WITH SUCH EXTERNAL PLATFORMS IS AT THE USER’S OWN DISCRETION AND RISK. TORRENT DIAGNOSTICS ASSUMES NO RESPONSIBILITY FOR DELAYS, ERRORS, REFUNDS, OR SERVICE FAILURES CAUSED BY THIRD-PARTY ENTITIES.

TO THE MAXIMUM EXTENT PERMITTED UNDER APPLICABLE LAW, TORRENT DIAGNOSTICS, INCLUDING ITS OFFICERS, DIRECTORS, EMPLOYEES, AFFILIATES, LICENSORS, AND SERVICE PROVIDERS, SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, PUNITIVE, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES, INCLUDING BUT NOT LIMITED TO LOSS OF PROFITS, REVENUE, GOODWILL, BUSINESS OPPORTUNITIES, OR DATA; DIAGNOSTIC DELAYS OR REPORT DELIVERY ISSUES; SYSTEM UNAVAILABILITY OR SERVICE OUTAGES; MISUSE OR MISINTERPRETATION OF LABORATORY REPORTS; ERRORS BY THIRD-PARTY VENDORS OR LOGISTICS PARTNERS; BREACH OF DATA SECURITY DUE TO FACTORS BEYOND REASONABLE CONTROL; IN NO EVENT SHALL TORRENT DIAGNOSTICS’ TOTAL LIABILITY EXCEED THE AMOUNT PAID BY THE USER FOR THE SPECIFIC SERVICE FROM WHICH THE CLAIM ARISES.

Medical disclaimer

ALL HEALTH DATA, TEST RESULTS, AND REPORTS MADE AVAILABLE THROUGH TORRENT DIAGNOSTICS ARE INTENDED SOLELY FOR INFORMATIONAL AND EDUCATIONAL PURPOSES AND DO NOT CONSTITUTE: MEDICAL ADVICE, CLINICAL DIAGNOSIS, OR THERAPEUTIC RECOMMENDATION, A SUBSTITUTE FOR PROFESSIONAL JUDGMENT BY A LICENSED HEALTHCARE PROVIDER; A COMPREHENSIVE BASIS FOR MEDICAL DECISION-MAKING. USERS MUST CONSULT THEIR REGISTERED MEDICAL PRACTITIONER FOR INTERPRETATION, DIAGNOSIS, OR TREATMENT. WHILE TORRENT DIAGNOSTICS ADHERES TO APPLICABLE STANDARDS ENSURING THE QUALITY AND COMPETENCE OF LABORATORY TESTING, USERS ACKNOWLEDGE THAT LABORATORY RESULTS MAY VARY DUE TO DIURNAL, BIOLOGICAL, PRE-ANALYTICAL, AND PROCEDURAL FACTORS. TORRENT DIAGNOSTICS SHALL NOT BE HELD LIABLE FOR ANY DECISIONS MADE BY USERS OR HEALTHCARE PROFESSIONALS BASED SOLELY ON THE INFORMATION PROVIDED THROUGH THE PLATFORM.

Force Majeure

TORRENT DIAGNOSTICS SHALL NOT BE RESPONSIBLE FOR ANY DELAY OR FAILURE IN PERFORMANCE RESULTING FROM EVENTS BEYOND ITS REASONABLE CONTROL, INCLUDING BUT NOT LIMITED TO ACTS OF GOD, FIRE, FLOODS, EARTHQUAKES, OR OTHER NATURAL CALAMITIES EPIDEMICS, PANDEMICS, OR PUBLIC HEALTH EMERGENCIES. CYBERATTACKS OR NETWORK BREACHES GOVERNMENT RESTRICTIONS OR REGULATORY CHANGES WAR, TERRORISM, CIVIL UNREST, OR LABOR DISPUTES SUCH EVENTS SHALL NOT CONSTITUTE A BREACH OF THESE TERMS, AND TORRENT DIAGNOSTICS’ OBLIGATIONS SHALL BE DEEMED SUSPENDED FOR THE DURATION OF THE EVENT.

Intellectual Property Rights

ALL INTELLECTUAL PROPERTY ON THE PLATFORM, INCLUDING BUT NOT LIMITED TO LOGOS, BRANDING, DESIGNS, SOFTWARE CODE, CONTENT, TEXT, REPORTS, GRAPHICS, AND DATABASES, ARE THE EXCLUSIVE PROPERTY OF TORRENT DIAGNOSTICS OR ITS LICENSORS. NO USER SHALL REPRODUCE, MODIFY, COPY, DISTRIBUTE, REPUBLISH, DISPLAY, OR EXPLOIT ANY PART OF THE PLATFORM WITHOUT PRIOR WRITTEN CONSENT FROM TORRENT DIAGNOSTICS. UNAUTHORIZED USE MAY RESULT IN ACCOUNT SUSPENSION, LEGAL ACTION, AND CLAIMS FOR DAMAGES UNDER APPLICABLE LAWS.

Fraud Prevention

TORRENT DIAGNOSTICS MAINTAINS A ZERO-TOLERANCE POLICY FOR FRAUD, SYSTEM MISUSE, OR ATTEMPTS TO GAIN UNAUTHORIZED ACCESS TO THE PLATFORM. USERS SHALL NOT TAMPER WITH DIAGNOSTIC PROCESSES, DATA, OR REPORT DELIVERY MECHANISMS; SUBMIT FALSE INFORMATION, IMPERSONATE INDIVIDUALS, OR MISREPRESENT IDENTITY; ATTEMPT TO HACK, PROBE, OR BREACH SYSTEM SECURITY; INTERFERE WITH THE NORMAL FUNCTIONING OF THE PLATFORM.THE COMPANY RESERVES THE RIGHT TO INVESTIGATE, SUSPEND SERVICES, CANCEL BOOKINGS, AND INITIATE LEGAL PROCEEDINGS AGAINST ANY USER SUSPECTED OF MALICIOUS BEHAVIOR, INCLUDING VIOLATIONS UNDER APPLICABLE DATA PROTECTION, CYBERCRIME, OR HEALTHCARE REGULATIONS.

Indemnification Clause

• By accessing or using the Torrent Diagnostics platform and services, you agree to indemnify, defend, and hold harmless Torrent Diagnostics, its affiliates, directors, officers, employees, agents, licensors, and service providers from and against any and all claims, liabilities, damages, losses, costs, and expenses (including reasonable legal fees), arising out of or related to:

  • Your breach or alleged breach of these Terms and Conditions;
  • Your violation of any applicable laws, regulations, or third-party rights (including but not limited to intellectual property or privacy rights);
  • Any inaccuracy, misrepresentation, or omission in information provided by you at the time of registration, test booking, or usage of services;
  • Any unauthorized, fraudulent, negligent, or unlawful use of the platform or services by you or by any person accessing the platform using your account credentials;
  • Your misuse of diagnostic reports, results, or health-related data obtained through the platform, including acting on such information without proper medical consultation.

• Torrent Diagnostics shall not be liable for any claim made by a third party due to or arising out of your actions, omissions, or use of the services in a manner that violates the rights of others. You agree to fully cooperate as required by Torrent Diagnostics in the defence of any such claim.

• This indemnity clause will survive the termination of your use of the platform or services and shall remain in effect even after your relationship with Torrent Diagnostics ends. Torrent Diagnostics reserves the right, at its sole discretion and at your expense, to assume the exclusive defence and control of any matter otherwise subject to indemnification by you, in which case you agree to cooperate with Torrent Diagnostics in asserting any available defences.

Refund & Cancellation Policy

• This Refund & Cancellation Policy governs all payments made for diagnostic services, including but not limited to lab test bookings, home sample collections, health check packages, and teleconsultation services offered via Torrent Diagnostics’ website or mobile application.

• Users may cancel a scheduled diagnostic test or health service by contacting Torrent Diagnostics’ customer support or using the in-app cancellation option, subject to timing and service type.

  • Home Sample Collection: Cancellation is permitted up to 4 hours prior to the scheduled collection time.
  • Walk-In Appointments or Packages: Must be cancelled at least 2 hours before the scheduled appointment to be eligible for a refund.

• In the rare event that a booking is canceled by Torrent Diagnostics due to logistical, technical, or operational constraints, the user will be eligible for a full refund or offered an option to reschedule the service without additional charges.

• Refunds shall be applicable in the following scenarios:

  • Duplicate payments or failed transactions with proof of deduction.
  • Cancellations approved in accordance with the above cancellation policy.
  • Non-availability of the booked test or health service.
  • Service not rendered due to no fault of the User (e.g., phlebotomist no-show).

• Refund requests must be submitted via email to customercare@torrentdiagnostics.com] or through the “Help” section in the app within 7 days of the scheduled service date.

• All requests will be reviewed and verified by the billing team.

• Refunds will be processed within 7–10 business days from the date of approval ( if found eligible).

• The refunded amount will be credited to the original payment method used at the time of booking.

• Users may request to reschedule a booked test or home collection slot without incurring charges, provided the request is made at least 2 hours in advance of the scheduled time. Rescheduling is subject to availability of time slots, collection personnel, and geographical coverage.

• No refunds will be issued in cases of no-shows or late cancellations (i.e., cancellations made after the specified cut-off time).

• Refunds are not applicable once the sample has been collected, or the service has been rendered.

• Prepaid health packages or offers with bundled discounts may be partially refundable, subject to specific terms disclosed at the time of purchase.

Children's Data Protection Clause

Torrent Diagnostics is committed to protecting the privacy and personal data of children and users under the age of 18 (“Minors”). The Platform and its services are designed primarily for adult users, and we do not knowingly collect or process personal information of Minors without the explicit consent of a parent or legal guardian. When a service, such as laboratory test bookings or digital reports, involves a Minor, it is the responsibility of the parent or guardian to provide valid consent for data collection, processing, and sharing. We may implement age verification mechanisms to ensure compliance with this policy. Should we become aware that data of a Minor has been collected without proper consent, we will take immediate steps to delete such data. Users represent and warrant that they have obtained all necessary consents before submitting information related to Minors. This clause aims to comply with data protection best practices and ensure that sensitive health information of children is handled with the highest standards of care and legal compliance.

Third-Party Integrations Policy

Torrent Diagnostics collaborates with a network of trusted third-party service providers and partners to offer enhanced functionalities such as payment processing, home sample collection, sample logistics, wearable device data synchronization, telehealth consultations, and diagnostic lab services. While these integrations enable a seamless and comprehensive user experience, Torrent Diagnostics does not control, endorse, or guarantee the products,data privacy, services, or content provided by these third parties. Users acknowledge and accept that any interaction, transaction, or communication with third-party providers is at their own risk and subject to the terms and privacy policies of those providers. Torrent Diagnostics disclaims any liability arising from third-party services, including but not limited to loss, delays, errors, technical failures, data breaches, or inaccurate results. User data shared with third parties is limited to what is necessary for service delivery and handled in accordance with our Privacy Policy. Users should contact the respective third-party provider directly for any grievances or disputes related to their services.

Data Retention Policy

Torrent Diagnostics retains user personal data, health information, and diagnostic reports for the period necessary to fulfil the purpose for which such data was collected, including providing ongoing services, complying with legal and regulatory requirements, and resolving disputes. Diagnostic reports and related health data are typically stored securely for a period consistent with applicable healthcare and medical record retention guidelines. Users have the right to request deletion or correction of their data by contacting our support team, subject to verification of identity and compliance with any applicable retention obligations. Upon account deactivation or valid data deletion requests, Torrent Diagnostics will erase data from active systems within a reasonable timeframe, while archivals and existing backups may retain such data. Data that is required to be retained for legal, regulatory, or business purposes will be securely archived and protected against unauthorized access. Users are encouraged to review our Privacy Policy for more information on data management practices.

Modification Rights

Torrent Diagnostics reserves the unilateral right to amend, modify, suspend, or discontinue any aspect of the Website, App, Services, features, pricing, or these Terms and Conditions at any time and without prior notice, except as required by applicable law. Material changes to the Terms, Privacy Policy, or core services will be published for Users through appropriate channels, including but not limited to in-app notifications, emails, or announcements on the Platform. Users’ continued use of the Website/App after such updates signifies their acceptance of the revised terms. It is the User’s responsibility to review the Terms regularly to remain informed of any changes. In cases where material changes affect user rights or obligations significantly, reasonable advance notice will be provided. Torrent Diagnostics is not liable for any loss or damage resulting from changes to the Services or Terms.

User Responsibilities

Users agree to provide accurate, complete, and truthful information while using the Platform, including during account registration, service bookings, and communications with Torrent Diagnostics. Users must promptly update any changes to their personal or health information to ensure the integrity and safety of services provided. Users are prohibited from misrepresenting their identity, submitting fraudulent or false information, or using the Platform for any unlawful, unethical, or unauthorized purpose. This includes, but is not limited to, attempts to hack, interfere with, or disrupt the operation of the Platform or to gain unauthorized access to data or accounts. Users are responsible for maintaining the confidentiality of their account credentials and for all activities conducted under their accounts. Torrent Diagnostics reserves the right to suspend or terminate access to the Platform for any User found to be in violation of these responsibilities or any applicable law. Users must comply with all relevant legal and regulatory requirements while using the Services. Non-compliance or misuse may result in civil or criminal liability.

Jurisdiction & Governing Law

• These Terms & Conditions, along with the Privacy Policy, Cookie Policy, and any other legal documents published by Torrent Diagnostics, shall be governed by and construed in accordance with the laws of India, without regard to any conflict of laws principles.

• By accessing or using the Torrent Diagnostics Website, App, or any of its Services, the User agrees that all claims, disputes, or legal proceedings arising out of or in connection with the use of the Platform, the interpretation of these Terms, or the provision of Services shall be subject to the exclusive jurisdiction of the competent courts located in Navi Mumbai, India. The User hereby irrevocably submits to the jurisdiction of such courts and waives any objection to proceedings initiated in those courts on grounds of venue or forum non convenience.

• Torrent Diagnostics may, at its discretion and to the extent permitted under applicable laws, pursue equitable relief or enforcement in other jurisdictions if necessary to protect its rights, reputation, intellectual property, or confidential information.

Additional T&C for Following Features –