Terms of use, service policies and privacy framework for The Pain Ease website and healthcare services.
Welcome to The Pain Ease.
The Pain Ease is a healthcare platform providing and/or facilitating access to healthcare-related services and products, including doctor consultations, physiotherapy and pain management services, diagnostic services, medicines, medical devices and related healthcare support services.
These Terms and Policies govern your access to and use of The Pain Ease website, digital services, healthcare services, products, payment facilities and other services made available through The Pain Ease.
In these policies, “The Pain Ease,” “we,” “us,” and “our” refer to The Pain Ease and the relevant legal entity operating the platform. “User,” “Patient,” “Customer,” “you,” and “your” refer to any person accessing, registering on, purchasing from, or using The Pain Ease services.
By accessing or using the website, creating an account, booking a healthcare service, purchasing a product or making a payment, you acknowledge that you have read, understood and agreed to these policies and applicable service-specific terms.
The Pain Ease may provide or facilitate access to doctor consultations, physiotherapy and pain management, diagnostic services, medicines, medical devices and related healthcare support services.
Availability of individual products and services may vary by location, provider, prescription requirements and applicable regulatory requirements.
Information available on The Pain Ease website is provided for general informational and healthcare service-related purposes. Website content, articles, educational material, health information and other digital content should not be treated as a substitute for professional medical diagnosis, examination or treatment.
Healthcare decisions should be made in consultation with an appropriately qualified healthcare professional. The Pain Ease does not guarantee a particular medical outcome, recovery period or treatment result.
The Pain Ease's website and online services are not intended to replace emergency medical services. If you are experiencing a medical emergency, severe symptoms or a potentially life-threatening condition, immediately contact the appropriate emergency medical service or visit the nearest emergency medical facility. Do not delay emergency treatment based on information obtained through The Pain Ease.
Users may book online or offline consultations with healthcare professionals made available through The Pain Ease platform.
Users must provide accurate patient information, including relevant symptoms, medical history, current medications and reports where applicable. Appointments are subject to healthcare professional availability.
The Pain Ease may reschedule or cancel appointments due to doctor unavailability, technical problems, operational reasons, emergency circumstances, force majeure or other circumstances beyond reasonable control. Where applicable, The Pain Ease may offer rescheduling or an eligible refund.
The Pain Ease may provide or facilitate physiotherapy, rehabilitation, pain management and related services through qualified professionals.
Treatment plans depend on the assessment of the patient by the relevant healthcare professional. The Pain Ease does not guarantee a specific recovery time or medical outcome. Patients should disclose relevant health information to the healthcare professional before treatment.
The Pain Ease may facilitate diagnostic services through authorised laboratories, diagnostic centres or healthcare partners. Availability may depend on location, provider availability, sample collection requirements, doctor prescription where applicable, test-specific requirements and operational conditions.
Users are responsible for following preparation instructions. Diagnostic reports should be interpreted by an appropriately qualified healthcare professional.
Where a medicine requires a valid prescription, The Pain Ease may require the user to submit a valid prescription issued by an appropriately qualified healthcare professional.
The Pain Ease or its authorised pharmacy/dispensing partner may verify prescriptions. Orders may be rejected, held or cancelled where a required prescription is missing, incomplete, unclear, invalid, expired, inconsistent with the order, or where applicable law prevents fulfilment.
Medicine availability may depend on stock, prescription validity, geographic location, regulatory restrictions and supplier availability.
The Pain Ease may sell or facilitate the sale of medical devices and healthcare equipment.
Customers should read manufacturer instructions before use. Certain devices may require professional installation, demonstration or supervision. Manufacturer warranty terms may apply. The Pain Ease shall not be responsible for damage caused by incorrect installation, improper use, negligence, modification, failure to follow instructions or normal wear and tear.
The Pain Ease makes reasonable efforts to ensure that product descriptions, images, specifications, prices and availability are accurate. Minor variations may occur due to manufacturer updates, packaging changes, display differences, product redesign or supplier changes.
Where a significant error affects an order, The Pain Ease may contact the customer before fulfilment or cancel the order and provide an eligible refund.
The Pain Ease may accept online payments for healthcare services and products through authorised payment gateway/service providers.
Payment methods may include credit cards, debit cards, UPI, net banking, wallets and other methods made available at checkout. The final amount may include product/service price, consultation or diagnostic fees, delivery charges, convenience charges where applicable, taxes and other charges clearly displayed before payment.
By making a payment, the customer authorises The Pain Ease and/or its authorised payment service provider to process the transaction for the amount displayed at checkout.
Payments may be processed through third-party payment gateways. The Pain Ease does not ordinarily store complete card credentials such as full card numbers, CVV or payment authentication credentials.
Users should never disclose OTPs, UPI PINs, ATM PINs, CVVs, card PINs or internet banking passwords to The Pain Ease employees or third parties claiming to represent The Pain Ease.
A transaction is generally treated as successful when the payment gateway confirms successful payment and the transaction is received or recorded by The Pain Ease.
A debit from a user's bank account does not automatically guarantee successful order or booking confirmation. Where payment status remains pending, The Pain Ease may verify the transaction before processing.
Where a transaction is unsuccessful and the amount has been debited, the amount may be reversed or refunded to the original payment source, subject to payment gateway and banking processes.
If a customer accidentally makes multiple payments for the same order or booking, the customer should notify The Pain Ease with the order/booking ID, transaction ID, payment date, amount and registered contact details.
After verification, an eligible duplicate payment may be refunded to the original payment method.
Cancellation rules vary according to the type of service or product.
Doctor consultations may be cancelled before the scheduled consultation subject to the applicable cancellation window. Physiotherapy sessions may be cancelled before the scheduled session subject to the applicable cancellation period. Diagnostic services may be cancelled before sample collection or commencement of the service.
Medicine orders may generally be cancelled before dispatch, subject to product category, prescription status and applicable law. Medical device orders may generally be cancelled before dispatch.
Service-specific cancellation conditions displayed at checkout or booking will apply where applicable.
Healthcare services such as completed consultations, physiotherapy sessions and diagnostic services cannot ordinarily be physically returned.
Medicines may be subject to restrictions on returns due to safety, hygiene, storage and regulatory considerations. Eligible issues may include wrong medicine, incorrect quantity, damaged product, damaged delivery, unacceptable condition or expired product, subject to applicable law and verification.
Medical devices may be eligible for return depending on product category and condition. Where applicable, products should be unused, undamaged, in original packaging and complete with accessories and documentation. Certain products may not be eligible for return due to hygiene, safety, installation or regulatory considerations.
Refunds may be considered for eligible cancellations, duplicate payments, failed transactions where payment was deducted, order cancellation by The Pain Ease, wrong or damaged products, eligible medicine or medical device issues, services not delivered due to The Pain Ease/provider-related reasons, technical/payment errors, or circumstances required by applicable law.
Refund eligibility is subject to verification.
Once approved, The Pain Ease will initiate refunds through the original payment method wherever possible.
The time taken for the amount to appear in the customer's account depends on the payment method, bank, card issuer, UPI provider, payment gateway and financial institution. The Pain Ease is not responsible for delays solely caused by banks or payment service providers after a refund has been successfully initiated.
Where The Pain Ease supplies physical products, including medicines and medical devices, delivery will be made to the address provided by the customer.
Delivery timelines are estimates unless expressly stated otherwise. Delivery may be affected by weather, logistics disruptions, address issues, customer unavailability, regulatory restrictions, stock availability, public holidays and force majeure events.
Customers must provide an accurate delivery address and contact number. If delivery cannot be completed because the customer is unavailable, the address is incorrect, the phone number is unreachable, the customer refuses delivery or delivery requirements are not fulfilled, additional delivery attempts or cancellation may be subject to applicable charges and policies.
If a product is damaged, incorrect, missing, expired or defective, the customer should contact The Pain Ease promptly and provide relevant evidence such as photographs, videos, packaging details and invoice/order information.
The Pain Ease may investigate the issue before approving replacement or refund.
The Pain Ease respects user privacy and takes reasonable measures to protect personal information.
Information may be collected when users create accounts, book consultations, purchase medicines or medical devices, book diagnostics, request physiotherapy, contact customer support, make payments, upload healthcare information, or interact with the website.
Depending on the services used, The Pain Ease may collect personal information such as name, mobile number, email, address, age/date of birth, gender where required and account information.
Healthcare information may include symptoms, medical history, prescriptions, diagnostic reports, medical documents, treatment information, consultation information and healthcare-related records.
Transaction information may include order IDs, booking IDs, payment references, transaction status, purchase history and refund information.
Information may be used to provide healthcare services, process consultations, arrange diagnostics, process medicine and medical device orders, process payments and refunds, communicate with customers, provide support, improve services, prevent fraud, maintain security, comply with applicable laws and send permitted marketing communications.
Healthcare information is treated as sensitive information requiring appropriate protection. The Pain Ease will take reasonable organisational and technical measures to protect healthcare-related information.
Relevant information may be shared with authorised doctors, physiotherapists, diagnostic centres, pharmacies, medical device suppliers, delivery partners, payment gateways, technology providers, customer support providers and authorities where legally required, limited to what is reasonably necessary for the applicable purpose.
The Pain Ease will implement reasonable security safeguards to protect user information. However, no internet-based platform can guarantee absolute security.
Users should maintain confidentiality of account credentials and report suspected unauthorised access immediately.
The Pain Ease may use cookies and similar technologies for website functionality, login/session management, preferences, analytics, performance monitoring, security, user experience improvement and permitted marketing activities.
Users may control cookies through browser settings, although disabling certain cookies may affect website functionality.
The Pain Ease may integrate payment gateways, healthcare providers, diagnostic laboratories, pharmacies, delivery providers, cloud services, analytics platforms and communication platforms.
Third-party providers may have their own terms and privacy policies. The Pain Ease is not responsible for independent third-party policies or practices except as required by applicable law.
Users agree to provide accurate information, valid contact details and genuine prescriptions where required; follow healthcare professional instructions; use medicines and devices according to applicable instructions; not misuse the platform; not conduct fraudulent transactions; protect account credentials; and not upload unlawful or malicious content.
Users must not attempt unauthorised access, conduct payment fraud, provide fake prescriptions, misuse medicines or healthcare products, upload malicious software, scrape website data without permission, copy website content for commercial purposes, impersonate healthcare professionals, provide misleading information or use the platform for unlawful activities.
The Pain Ease may suspend or terminate accounts involved in prohibited activities.
The Pain Ease name, logo, website design, graphics, text, software, images, videos, original content and other intellectual property are owned by or licensed to The Pain Ease unless otherwise stated.
Users may not reproduce, distribute, modify, publish, sell or commercially exploit The Pain Ease intellectual property without prior written permission.
The Pain Ease may communicate through email, SMS, phone, WhatsApp, website notifications and other registered communication channels.
Service-related communications may include appointment confirmations, order confirmations, payment confirmations, diagnostic updates, delivery updates, cancellation notifications, refund notifications and customer support communications.
Where permitted by applicable law and based on appropriate consent or lawful basis, The Pain Ease may send promotional communications.
Users may opt out using the unsubscribe mechanism or by contacting The Pain Ease. Opting out of marketing communication will not necessarily stop essential service-related communications.
To the extent permitted by applicable law, The Pain Ease shall not be responsible for losses caused solely by incorrect information provided by the user, bank or payment gateway failures, internet/network interruptions, third-party service failures, delivery partner delays, healthcare provider actions outside The Pain Ease's reasonable control, unauthorised use resulting from user negligence, or events beyond reasonable control.
Nothing in these Terms excludes or limits liability that cannot legally be excluded under applicable law.
The Pain Ease shall not be responsible for delays or service interruptions caused by circumstances beyond reasonable control, including natural disasters, epidemics or pandemics, government restrictions, war, civil disturbances, strikes, power failures, internet/network outages, cyber incidents, transportation disruptions, acts of God or third-party infrastructure failures.
The Pain Ease may modify or update these policies from time to time to reflect changes in services, products, payment methods, technology, business operations or applicable laws and regulations.
Updated policies will be published on the website with a revised “Last Updated” date.
The Pain Ease is committed to addressing customer complaints and concerns fairly and promptly.
Grievance Officer: The Pain Ease Customer Support Team | Designation: Patient Support & Grievance Desk | Email: info@thepainease.com | Phone: +91 98765 43210 | Address: A-1/125, Your Street, City, Delhi – 110001
Complaints should include full name, registered mobile/email, order or booking ID, transaction ID where applicable, date of transaction, description of the issue and supporting documents where applicable.
These policies shall be governed by the applicable laws of India.
Subject to applicable consumer protection and other mandatory legal provisions, disputes shall be subject to the jurisdiction of the competent courts and authorities at Delhi, India.
Nothing in this provision is intended to restrict statutory rights or remedies available to consumers.
If any provision of these policies is found to be invalid, unlawful or unenforceable, the remaining provisions shall continue to remain effective to the extent permitted by law.
The Pain Ease
Legal Entity: The Pain Ease
Registered Address: A-1/125, Your Street, City, Delhi – 110001
Email: info@thepainease.com
Customer Support: +91 98765 43210
Website: www.thepainease.com
These policies are intended to provide a transparent framework for use of The Pain Ease's website, healthcare services and products.
Healthcare services, medicines, medical devices, diagnostics, patient information and online payments may be subject to additional legal, regulatory and professional requirements.
Where a specific service or product has additional terms, those service-specific terms shall also apply.
These documents should be reviewed and approved by The Pain Ease's legal/compliance counsel before publication.