Prime benefits claim policy for Users

Overview

Practo Prime benefits program (“Practo benefits”) is aimed to ensure a superior visit experience for Users searching and booking appointments with the establishment/institution including its designated practitioners earmarked for Practo Prime (“Practitioner”), through Practo.

The program enables the practitioners to offer, one or more of the below mentioned assurances, they are extending to the Users:

  1. The wait time will be within the time limit as mentioned on Practo
  2. Consultation fees charged by the Practitioner will be the same as mentioned on Practo
  3. Location of the Practitioner will be same as indicated on Practo
  4. Consultation will be with the same individual medical practitioner (within the Practitioner’s organization or institution), with whom the appointment was booked on the Website.

The above-mentioned assurances are available only with select healthcare Practitioners on Practo, which are highlighted with a Prime badge. The assurances shall be extended to a User who is identified by a unique mobile number, and thereby it is advised to ensure that all communications with Practo and/or the Practitioner(s) are carried out via the same mobile number used to book the appointment.

The 'Max 15/30/45/60/90 mins wait or FREE' assurance is subject to a maximum entitlement of INR 500 (in form of an e-gift voucher) from Practo

If the assurance (one or more, subject to the Practitioners’ offering them) promised while booking an appointment is not adhered by the Practitioner, the User is eligible for an e-gift voucher worth INR 500 (Prime benefits Entitlement) subject to, at all times, the terms and conditions mentioned herein below (“Prime benefits Terms”).

This program is valid only for appointments made with Practitioners listed on the Website which are earmarked with a Prime Badge.

How to claim the voucher?

  1. Write to us at prime@practo.com.
  2. In case you booked the appointment via Book feature, please provide your appointment ID.
  3. In case you booked the appointment via Call feature, our support team will request for your phone number and permission to listen to your call recording with the Practitioner.

Terms and Conditions

  1. Prime benefits Entitlement (subject to clause 5 herein below) is applicable only on appointments made with select Prime Practitioners, using 'Book Appointment' button or 'Contact Clinic/Hospital' button on the Website. Only the promise made at the time of appointment booking or call will be valid.
  2. Claim for Prime benefits Entitlement will only be registered within 5 days from the scheduled appointment date.
    • E.g. If the Practitioner, you booked an appointment with, cancels/reschedules or doesn’t turn up on 25 Jan 2018, then claim made on or before 30 Jan 2018 will be valid.
  3. Appointment ID, if available, must match with the registered phone number of the User.
  4. Phone number used for contacting Practo support team must match with the phone number used for contacting the Practitioner in case there is no appointment already registered on Practo.
  5. Prime benefits Entitlement claim for non-adherence to wait time promise is valid under following circumstances (subject to exceptions in clause 6):
    • You had to wait for your consultation, for more than the wait time mentioned on Website for that Practitioner. The actual wait time is calculated from the start of the appointment time slot.
    • Your appointment has been rescheduled(postponed) and (i) the difference between the original appointment time and the rescheduled appointment time is higher than the wait time communicated to you and (ii) the rescheduling was communicated to you in less than 120 minutes prior to the original appointment time.
  6. Prime benefits Entitlement claim for non-adherence to wait time promise is NOT valid under following circumstances:
    • Your appointment is cancelled or rescheduled, due to your personal reasons or unavailability.
      1. E.g. If you/your friends/family cancel or reschedule due to any reason.
      2. E.g. If anyone from Practitioner’s establishment, you booked an appointment with, canceled or rescheduled on your behalf or as per your request, and not due to individual Practitioner’s unavailability.
    • Your appointment has been cancelled or rescheduled more than 2 hours prior to your original appointment time.
    • You have booked an appointment not more than 2 hours 15 minutes before the appointment time and you are informed of any cancellation or rescheduling of appointment within 15 mins of the booking time.
    • Your wait time is more than the wait time mentioned on the Website and same had been communicated to you over call at the time of booking of the appointment or at least 2 hours prior to the appointment time.
  7. Prime benefits Entitlement claim for non-adherence to verified consultation fees promise is valid under following circumstances (subject to exceptions in clause 8):
    • You were charged more than the consultation fees prescribed for other patients using the same service at the Practitioner.
    • You were charged a consultation fees amount which was more than the fees mentioned on the Website for that Practitioner.
  8. Prime benefit Entitlement claim for non-adherence to verified consultation fees promise is NOT valid under following circumstances:
    • The fees structure communicated by the Practitioner to you directly over call/email, prior to your appointment time, is different from the fees mentioned on Practo.
    • Fees charged by the Practitioner is other than the consultation fees. Practo does not give any assurance on the registration fees charged by the Practitioner.
  9. Prime benefit Entitlement claim for non-adherence to verified location promise is valid under following circumstances (subject to exceptions in clause 10):
    • The actual location of the clinic/hospital (of the Practitioner) was more than 100 meters away from the location as mentioned on the Website for that Practitioner’s establishment.
  10. Prime benefit Entitlement claim for non-adherence to verified location promise is NOT valid under following circumstances:
    • The actual location of the clinic/hospital (of the Practitioner) was less than 100 meters away from the location as mentioned on the Website for that Practitioner’s establishment
  11. Prime benefit Entitlement claim for non-adherence to the assurance of appointment with preferred doctor is valid under following circumstances (subject to exceptions in clause 12):
    • Your appointment has been cancelled at any time after Cancellation Threshold Period. “Cancellation Threshold Period” means 120 minutes before the scheduled appointment time.
    • Your appointment has been rescheduled(preponed) to a time that is more than 30 mins prior to your original appointment time, and the rescheduling was communicated to you in less than 120 minutes prior to the original appointment time.
      • E.g. If your original appointment is on 8 June - 1 p.m, and it is rescheduled (rescheduling is done anytime between 11 am - 1 pm) to a time prior to 8 June - 12:30 p.m.
    • Your appointment has been rescheduled(postponed) and (i) the difference between the original appointment time and the rescheduled appointment time is more than 120 minutes and (ii) the rescheduling was communicated to you in less than 120 minutes prior to the original appointment time.
    • You did not get a consultation with the individual Practitioner with whom you had made an appointment via Practo.
  12. Prime benefit Entitlement claim for non-adherence to the assurance of appointment with preferred doctor is NOT valid under following circumstances:
    • Your appointment was scheduled for a time slot outside the timings mentioned for that Practitioner on the Website by way of a telephone call provided the timings mentioned on the Website are correct.
    • You have been consulted by another doctor followed by a consultation with the doctor with whom you had booked an appointment. This has been introduced to cover the cases where a doctor prepares the patients and understands the case to brief senior doctors (with whom the appointment has been booked) about the case. However, this does not affect the quality of service.
    • Your appointment is cancelled or rescheduled, due to your personal reasons or unavailability.
      • E.g. If you/your friends/family cancel or reschedule due to any reason.
      • E.g. If anyone from Practitioner’s establishment, you booked an appointment with, canceled or rescheduled on your behalf or as per your request, and not due to individual Practitioner’s unavailability.
    • Your appointment has been cancelled or rescheduled more than 2 hours prior to your original appointment time.
    • You have booked an appointment not more than 2 hours 15 minutes before the appointment time and you are informed of any cancellation or rescheduling of appointment within 15 mins of the booking time.
  13. Any Prime benefit Entitlement claim is NOT valid under following circumstances:
    • In adverse cases beyond the reasonable control of the Practitioner such as acts of god, nature - flood, fire, etc., when Business-As-Usual is not possible.
    • You have received 2 Prime benefit Entitlements in the past 45 days. (45 days counted from day of first appointment for which Prime benefit Entitlement was paid).
    • Your appointment was scheduled for a time slot outside the timings mentioned for that Practitioner on the Website by way of a telephone call provided the timings mentioned on Practo are correct.
    • You are unable to reach the Practitioner at your confirmed appointment time provided address and contact details of the Practitioner on the Website are correct.
    • You have been provided with Prime benefit Entitlement for an appointment in the same Practitioner’s establishment for the same day.
      • E.g : You have an appointment with Dr. Megha in Test Dental Clinic, JP Nagar at 10:00 a.m, 15 June and you have received a Prime benefits Entitlement claim for this, then if there is an appointment for you with Dr. Neha in Test Dental Clinic, JP Nagar at 14:00 p.m , 15 June a Prime benefits claim for this appointment will not be considered.
    • Your appointment is on a holiday, or national / state-wide shutdown (planned or unplanned) like strikes, bandhs etc. List of holidays in 2021 on which Prime benefit Entitlement claim is not valid are:
Dates Festival
01-Jan New Year's Day
13-Jan Lohri(Punjab, Delhi NCR, Haryana and Himachal Pradesh)
14-Jan Makar Sankranti
15-Jan Pongal(Tamil Nadu)
26-Jan Republic Day
18-Mar Holi
02-May Eid-ul-Fitar
09-Jul Bakr Id
15-Aug Independence Day
30-Aug Onam(Kerala)
31-Aug Ganesh Chaturthi(Madhya Pradesh, Maharashtra, Gujarat, Goa, Karnataka, Kerala, Andhra Pradesh, Telangana, Tamil Nadu, West Bengal and Orissa)
02-Oct Mahatma Gandhi Jayanti
05-Oct Dussehra
24-Oct Diwali/Deepavali
30-Oct Chhat Puja (Bihar, Jharkhand and Uttar Pradesh)
01-Nov Karnataka Rajyotsava(Karnataka)
25-Dec Christmas
Date
Festival
01-Jan
New Year's Day
Date
Festival
13-Jan
Lohri(Punjab, Delhi NCR, Haryana and Himachal Pradesh)
Date
Festival
14-Jan
Makar Sankranti
Date
Festival
15-Jan
Pongal(Tamil Nadu)
Date
Festival
26-Jan
Republic Day
Date
Festival
18-Mar
Holi
Date
Festival
02-May
Eid-ul-Fitar
Date
Festival
09-Jul
Bakr Id
Date
Festival
15-Aug
Independence Day
Date
Festival
30-Aug
Onam(Kerala)
Date
Festival
31-Aug
Ganesh Chaturthi(Madhya Pradesh, Maharashtra, Gujarat, Goa, Karnataka, Kerala, Andhra Pradesh, Telangana, Tamil Nadu, West Bengal and Orissa)
Date
Festival
02-Oct
Mahatma Gandhi Jayanti
Date
Festival
05-Oct
Dussehra
Date
Festival
24-Oct
Diwali/Deepavali
Date
Festival
30-Oct
Chhat Puja (Bihar, Jharkhand and Uttar Pradesh)
Date
Festival
01-Nov
Karnataka Rajyotsava(Karnataka)
Date
Festival
25-Dec
Christmas
  1. The Prime benefit Entitlement voucher will only be issued in the name of the User who booked the appointment.
  2. The e-gift voucher can neither be transferred to someone else nor can it be redeemed for cash.
  3. Practo reserves the right to not extend this offer to Users with repeated instances of ‘patient no-show’ post booking appointment and suspected fraud Users.
  4. The above-mentioned specific terms relating to Practo Prime benefits program are without prejudice to the Terms and Conditions and the Privacy policy available on the Practo website/ Application.
  5. Practo reserves the right to revoke or revise Practo Prime benefits without any prior notice.
  6. All capitalized terms used, and not otherwise expressly defined in this terms and conditions have the meaning given to such terms in the Practo Terms & Conditions.

Practo HealthCash as Cashback

Each User shall be entitled to a cashback of Rs. 50 (Rupees Fifty only) (“Cashback”) for their first appointment that is booked and completed through the Website in relation to every unique Practitioner where such a Promise is explicitly stated on the website; for this paragraph the term “Practitioner” shall be understood to be an institution and not the individual practitioner. Cashback shall be denominated as 'healthcash' which is a credit balance that can utilized within a period of 30 days in lieu of the services being offered on the Website. User is not entitled to Cashback in case of appointment cancellations and “no show”. If healthcash is not credited within 48 hours post the appointment time (as recorded on the Website), please reach out to us at prime@practo.com