Prime benefits claim policy for Users

Overview

Practo Prime benefits program (“Practo benefits”) is aimed to ensure a premium experience for users searching and booking appointments with doctors, through Practo.

The program offers following benefits and promises to the users:

  1. Fees charged at the establishment will be same as published on Practo
  2. Location of the establishment will be same as indicated on Practo
  3. Wait time will be within the limit as mentioned on Practo
  4. Consultation with the same doctor, with whom appointment was booked on Practo

The above benefits are only with selected healthcare Practitioners on Practo, which are marked with a Prime badge. The benefits can be availed by a User who is identified by a unique mobile phone number, so ensure that all communications with Practo and/or the Practitioner(s) are carried out via the same mobile phone number.

If any of the above promises are not met, then you stand eligible for an e-gift voucher worth Rs. 500 subject to, at all times, the terms and conditions mentioned herein below (“Prime benefits claim”).

This program is valid only for appointments made with Practitioners listed on the Website in Pune, Delhi NCR, Hyderabad, Chennai, Bangalore and Mumbai

How to claim the voucher?

  1. Call us on +91-9513733001 or write to us at prime@practo.com.
  2. Provide your appointment ID. In case of appointments done via Call button, if the post-call form has been filled, an appointment ID is generated.
  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.
  4. Location of the establishment will be same as indicated on Practo

Terms and Conditions

  1. Prime benefits claim (subject to clause 5 herein below) is applicable only on appointments made with selected Prime practitioners, using 'Book Appointment' button or 'Contact Clinic/Hospital' button on the Website.
  2. Prime benefits claim requests 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 till 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 claim is valid under following circumstances (subject to exceptions in clause 6):
    • You are at the clinic/hospital and unable to meet the doctor with whom you booked your appointment
    • 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(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.
    • 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.
    • You had to wait for your consultation, for more than the wait time mentioned on Practo for that Practitioner. The actual wait time is calculated from the start of the appointment time slot.
    • You were charged more than the 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.
    • 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.
    • You did not get a consultation with the individual Practitioner with whom you had made an appointment via Practo.
  6. Prime benefits claim is NOT valid under following circumstances:
    • Your appointment was scheduled for a time slot outside the timings mentioned for that Practitioner on Practo by way of a telephone call provided the timings mentioned on Practo are correct.
    • 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.
    • 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, cancels or reschedules 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 Practo 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.
    • You have received 2 Prime benefits claims in the past 45 days. (45 days counted from day of first appointment for which Prime benefits claim was paid).
    • 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.
    • You have been provided with Prime benefits claim 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 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.
    • You are unable to reach the Practitioner at your confirmed appointment time.
    • 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.
    • Your appointment is on a holiday, or national / state-wide shutdown (planned or unplanned) like strikes, bandhs etc. Upcoming holidays in 2018 on which Prime benefits claim is not valid are:
Dates Festival
1 January New Year
14 January Makar Sankranti/Lohri/Pongal
26 January Republic Day
14 Feb Maha Shivaratri
2 March Holi
25 March Ram Navami(Andhra Pradesh, Bihar, Chhattisgarh, Gujarat, Haryana, Himachal Pradesh, Jharkhand, Madhya Pradesh, Odisha, Punjab, Rajasthan, Uttarakhand, Uttar Pradesh)
29 March Mahavir Jayanti
30 March Good Friday
1 May Labour Day
16 June Idu'l Fitr
15 August Independence Day
26 August Raksha Bandhan (Delhi,Gujarat, Haryana, Madhya Pradesh, Rajasthan, Uttar Pradesh, Bihar, Jharkhand and Odisha)
13 Sept Ganesh Chaturthi
21 Sept Muharram
2 Oct Gandhi Jayanti
18-19 Oct Dussehra
1 Nov Karnataka Rajyotsav (Karnataka Only)
6-7 Nov Diwali
21 Nov Id-e-Milad
25 Dec Christmas
Date
Festival
1 January
New Year
Date
Festival
14 January
Makar Sankranti/ Lohri/ Pongal
Date
Festival
26 January
Republic Day
Date
Festival
14 Feb
Maha Shivaratri
Date
Festival
2 March
Holi
Date
Festival
25 March
Ram Navami (Andhra Pradesh, Bihar, Chhattisgarh, Gujarat, Haryana, Himachal Pradesh, Jharkhand, Madhya Pradesh, Odisha, Punjab, Rajasthan, Uttarakhand, Uttar Pradesh)
Date
Festival
29 March
Mahavir Jayanti
Date
Festival
30 March
Good Friday
Date
Festival
1 May
Labour Day
Date
Festival
16 June
Idu'l Fitr
Date
Festival
15 August
Independence Day
Date
Festival
26 August
Raksha Bandhan (Delhi,Gujarat, Haryana, Madhya Pradesh, Rajasthan, Uttar Pradesh, Bihar, Jharkhand and Odisha)
Date
Festival
13 Sept
Ganesh Chaturthi
Date
Festival
21 Sept
Muharram
Date
Festival
2 Oct
Gandhi Jayanti
Date
Festival
18-19 Oct
Dussehra
Date
Festival
1 Nov
Karnataka Rajyotsav (Karnataka Only)
Date
Festival
6-7 Nov
Diwali
Date
Festival
21 Nov
Id-e-Milad
Date
Festival
25 Dec
Christmas
  1. The Prime benefits claim 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.