Terms of Service

These Terms of Service ("Terms"), together with our Privacy Policy and any other policies referenced herein, constitute a legally binding agreement between you ("User," "you," or "your") and NarraHealth Technologies Pvt. Ltd. ("Narra," "we," "us," or "our").

Scope of Agreement

These Terms apply to:

• Our website (narra.health)
• Our web-based SaaS platform (app.narra.health)
• Our mobile applications (iOS and Android)
• Our APIs and integrations
• All services and features provided by Narra

Acceptance of Terms

By accessing, using, or registering for Narra, you explicitly agree to be bound by these Terms. If you do not agree to any part of these Terms, you may not use our services.

If you are using Narra on behalf of an organization (e.g., a hospital, clinic, or diagnostic center), you represent that you have authority to bind that organization to these Terms, and "you" refers to both the organization and you individually.

Who Can Use Narra

These Terms apply to:

• Individual Patients: People seeking to manage their health records
• Healthcare Providers: Doctors, clinics, hospitals, diagnostic centers, and other licensed medical professionals
• Authorized Representatives: Parents, guardians, or caregivers acting on behalf of patients
• Organizational Users: Healthcare institutions and enterprises using Narra for patient care coordination

Account

Your Narra profile, including login credentials, preferences, and associated data.

Health Data / PHI

Protected Health Information including medical records, test results, diagnoses, prescriptions, and treatment history.

Provider

Licensed healthcare professionals and facilities (doctors, clinics, hospitals, diagnostic centers) authorized to access patient data.

Patient Data

All personal and health information associated with a patient account.

Service

All features, functionality, APIs, and services provided by Narra.

Content

All text, data, images, files, and materials you upload, create, or provide to Narra.

Third-Party Services

External services integrated with Narra (e.g., payment processors, ABDM ecosystem, telemedicine platforms).

Breach

Unauthorized access, disclosure, alteration, or loss of data.

Force Majeure

Unforeseeable circumstances beyond our control (natural disasters, pandemics, wars, government actions).

ABDM

Ayushman Bharat Digital Mission: India's national digital health ecosystem.

What Narra Provides

Narra is a digital health platform designed to:

1. Create Unified Health Records: Consolidate your health information from multiple providers into a single integrated patient record
2. Enable Provider Collaboration: Facilitate secure sharing of health data between doctors, hospitals, clinics, and diagnostic centers
3. Support ABDM Integration: Connect to India's national digital health infrastructure (ABHA/ABDM ecosystem)
4. Provide Patient Access: Enable you to access, view, and manage your own health records
5. Reduce Test Duplication: Identify previously conducted tests to avoid unnecessary repeats
6. Generate Alerts & Reminders: Notify you of test results, follow-ups, and abnormal findings

What Narra Does NOT Provide

Important: Narra is NOT:

• A medical device (unless explicitly certified as such by regulatory authorities)
• A substitute for professional medical advice or diagnosis
• A platform for independent medical decision-making
• An emergency response system (do not use for emergencies)
• A treatment tool or therapeutic intervention
• A platform for purchasing medications or medical devices

Service Availability

• Narra aims for 99.5% uptime in normal conditions
• We do not guarantee uninterrupted service
• We may suspend services for maintenance, security updates, or legal compliance
• We may suspend access for violations of these Terms or law

Who Can Register

You may create a Narra account if you:

• Are 18 years of age or older (or have parental/guardian consent)
• Are legally competent to enter into binding agreements
• Reside in a jurisdiction where Narra services are lawfully offered
• Provide accurate, truthful information during registration

Account Registration Requirements

To create an account, you must provide:

• Full legal name
• Valid email address
• Phone number
• Date of birth
• Gender (optional but recommended)
• Password (secure, private, and under your control)

Parent/Guardian Accounts

If you are a parent or legal guardian managing a minor's health records:

• You are responsible for all information provided
• You must ensure you have legal authority to manage the minor's data
• The minor's health data is considered your responsibility
• You must keep login credentials secure

Account Verification

• You must verify your email and phone number before full account access
• We may require identity verification for certain features or high-value transactions
• Verification may include OTP, document upload, or other methods

Account Accuracy & Updates

You are responsible for:

• Keeping all account information current and accurate
• Notifying us immediately of any unauthorized access
• Updating your information if it changes
• Ensuring your password remains confidential

As a Narra user, you agree to:

1. Legal Compliance

• Use Narra only for lawful purposes
• Comply with all applicable laws and regulations
• Comply with all healthcare regulations in your jurisdiction
• Not violate anyone else's rights or legal interests

2. Truthfulness & Accuracy

• Provide accurate, complete, and truthful information
• Not misrepresent your identity or qualifications
• Keep health records accurate and up-to-date
• Immediately report any errors or inaccuracies

3. Consent & Authority

• Ensure you have consent from all data subjects (patients) before uploading their data
• Have proper legal authority to manage health records you upload
• Obtain necessary permissions from healthcare providers
• Respect the privacy rights of others

4. Data Ownership & Responsibility

You retain ownership of your personal and health data. You are responsible for:

• Deciding what data to store in Narra
• Authorizing which providers can access your data
• Managing your consent and data sharing preferences
• Backing up critical data in your control

5. Account Security

• Keep your login credentials confidential
• Do not share your password with others
• Enable multi-factor authentication if available
• Log out after each session (especially on shared devices)
• Immediately report any suspected unauthorized access

6. Notification Preferences

• Review and set your notification preferences
• Respond to important alerts or abnormal findings
• Update contact information if you change phone or email

Prohibited Uses

You agree NOT to use Narra for any of the following:

A. Illegal Activities

• Any activity that violates local, state, national, or international law
• Selling or distributing controlled substances
• Money laundering or financial fraud
• Hacking, unauthorized access, or cyberattacks

B. Harassment & Abuse

• Harassment, bullying, or intimidation of other users
• Threats of violence or harmful behavior
• Hate speech, discrimination, or bigotry
• Sexual harassment or exploitation

C. Misuse of Health Data

• Accessing others' health data without authorization
• Selling, trading, or sharing health data for profit
• Using health data for insurance discrimination
• Using health data for employment discrimination
• Using health data to deny services illegally

D. Intellectual Property Violations

• Reverse engineering or decompiling Narra's software
• Copying, cloning, or creating derivative works
• Removing or altering copyright or licensing notices
• Using Narra's trademarks or logos without permission

E. Technical Abuse

• Uploading malware, viruses, or harmful code
• Launching denial-of-service (DoS) attacks
• Scraping or crawling Narra's platforms without authorization
• Automated access without permission (bots, scrapers)
• Attempting to exploit security vulnerabilities

F. Fraud & Misrepresentation

• Impersonating healthcare professionals
• Claiming to be a licensed provider when you're not
• Submitting false health records or diagnoses
• Creating fraudulent accounts or using fake identities
• Deliberately providing false information

G. Spam & Unwanted Communications

• Sending unsolicited bulk messages
• Phishing or social engineering attacks
• Spreading misinformation or disinformation
• Advertising without permission

H. Competitive Harm

• Using Narra to develop competing products
• Extracting data for competitive purposes
• Attempting to identify Narra's vulnerabilities for competitive gain

Enforcement

If you violate this policy, we may:

• Suspend or terminate your account
• Limit your access to certain features
• Report you to law enforcement if necessary
• Pursue legal action
• Recover damages

If you are a licensed healthcare provider, you additionally agree to:

1. Professional Standards

• Comply with all applicable medical practice standards
• Maintain professional licenses and certifications
• Follow clinical best practices
• Respect the doctor-patient relationship

2. Patient Data Handling

• Only access patient data when clinically necessary
• Not access data of patients outside your care
• Not share patient data beyond authorized providers
• Maintain confidentiality of sensitive information
• Report any suspicious access or potential breaches

3. Clinical Responsibilities

• Your clinical decisions remain your responsibility
• You are responsible for the accuracy of diagnoses and treatment plans
• You must verify data completeness before making clinical decisions
• You assume liability for your clinical judgment

4. Documentation & Audit Trail

• Maintain records of all data access
• Cooperate with audits and compliance reviews
• Respond promptly to patient data access requests
• Document the clinical reason for accessing patient data

5. Compliance with Healthcare Regulations

• Comply with HIPAA or equivalent standards in your jurisdiction
• Comply with DPDP Act 2023 (India) or equivalent in your region
• Maintain required healthcare certifications and licenses
• Report breaches or suspicious activity immediately

6. Data Retention

• Retain patient records according to legal requirements
• Not delete patient records without patient consent (or as required by law)
• Maintain backup and disaster recovery procedures

Narra Is Not Medical Advice. Please read this carefully:

1. Not a Medical Device: Narra is a data management and coordination platform. It is not a medical device for diagnosis, treatment, monitoring, or prevention of disease (unless explicitly certified as such).
2. Not a Substitute for Professional Care: Narra cannot replace consultation with a licensed healthcare provider. Always seek professional medical advice for diagnosis of medical conditions, treatment recommendations, medication decisions, and emergency situations.
3. Clinical Decisions Are Your Responsibility:
   • If you are a patient, your doctor makes the clinical decisions based on their professional judgment
   • If you are a provider, you are responsible for all clinical decisions you make
   • Narra provides information; it does not make medical decisions
4. Data Accuracy: While we strive to maintain accurate records, we do not verify the clinical accuracy of health data, validate diagnoses or test results, ensure completeness of medical histories, or perform quality checks on uploaded data.
5. Not for Emergency Use: DO NOT USE NARRA FOR MEDICAL EMERGENCIES. In case of emergency, call your local emergency number immediately. Do not wait for Narra to load or sync data during emergencies.
6. Your Discretion: You should verify information with your healthcare providers, ask questions if you don't understand something, report any suspected errors to your providers, and keep a personal backup of critical health records.

Narra's Intellectual Property

Narra owns or licenses:

• All platform software, code, and technology
• All website and app design, layout, and user interface
• All trademarks, logos, and brand elements
• All proprietary algorithms and business processes
• All documentation and guides

You may NOT:

• Copy, distribute, or republish Narra's content without permission
• Reverse engineer or attempt to extract source code
• Create derivative works based on Narra's platform
• Use Narra's trademarks or logos without written permission
• Claim Narra's technology as your own

Your Content & Data Ownership

You retain ownership of:

• All personal information you provide
• All health records you upload or generate
• All data associated with your account

License to Narra: By using Narra, you grant us a worldwide, non-exclusive license to:

• Store and process your data to provide the Service
• Use your data to improve Narra's features and security
• De-identify and aggregate your data for analytics and research
• Back up and replicate your data for disaster recovery

You retain the right to:

• Access your data anytime
• Export your data in standard formats
• Delete your data and account
• Revoke consent for specific uses

De-identified & Anonymized Data

Once data is de-identified and anonymized such that individuals cannot be identified:

• Narra may use this data for research, product improvement, and analytics
• We are not required to maintain the same confidentiality protections
• De-identified data may be shared with academic institutions or research partners
• You can opt out of de-identification by withdrawing research consent

External Platforms We Integrate With

Narra integrates with third-party services, including:

• ABDM Ecosystem: India's national digital health infrastructure
• Payment Processors: Razorpay, Stripe, or similar
• Cloud Providers: AWS, Google Cloud, or similar
• Communication Services: SMS gateways, email providers
• Analytics Tools: Google Analytics, privacy-focused alternatives
• Healthcare Networks: Partner clinics, hospitals, diagnostic centers

Disclaimer for Third-Party Services

• We are NOT responsible for third-party services
• Third-party services have their own terms, privacy policies, and support
• We do not endorse or guarantee third-party services
• Your use of third-party services is at your own risk
• Disputes with third parties should be resolved directly with them

Links to Third-Party Websites

Our website and apps may contain links to external websites. We are NOT responsible for content on third-party websites, privacy practices of third parties, availability or reliability of external sites, or any harm or loss arising from third-party content.

Service Plans & Pricing

Narra may offer free and paid service tiers. Pricing is displayed at the time of subscription and may include:

• Monthly subscription fees
• Annual subscription plans
• Pay-per-use or transaction-based fees
• Premium features or advanced analytics
• Enterprise or organizational licensing

Payment Methods

You may pay through:

• Credit/debit cards (Visa, Mastercard, American Express)
• Net banking (for India users)
• UPI or digital wallets
• Invoice-based billing (for enterprise users)

Billing Cycle & Charges

• Monthly Plans: Charged on the same date each month
• Annual Plans: Charged once per year
• Automatic Renewal: Your subscription renews automatically unless you cancel
• All charges are applied to your payment method on file

Currency & Taxes

• Prices displayed in Indian Rupees (₹) unless otherwise specified
• All prices are exclusive of applicable taxes
• 18% GST (or applicable rate) will be added to your bill
• If you're outside India, applicable local taxes apply

Payment Disputes & Refunds

Non-Refundable Services

• Subscriptions are generally non-refundable once activated
• Partial month fees are non-refundable if you cancel mid-cycle

Refund Eligibility

• You may request a refund within 7 days of purchase if the Service is unusable due to our error
• Refunds for billing errors are processed within 30 days

Payment Disputes

If you dispute a charge, contact us at support@narra.health with the transaction ID, reason for dispute, and proof of payment. We will investigate and respond within 15 days.

Late Payment & Collection

• If payment fails, we'll attempt to charge your payment method up to 3 times
• If payment remains unsuccessful after 3 attempts, your subscription may be suspended
• You're responsible for any collection costs or legal fees

Account Termination by You

You can terminate your account anytime by going to Account Settings → Account Options → Delete Account, confirming deletion via email verification. Your account will be marked for deletion within 7 days.

Upon termination:

• You lose access to Narra immediately
• Your data is retained for 30 days before permanent deletion
• Your subscription charges stop immediately (no refund for the remaining month)

Account Suspension by Narra

We may suspend your account if:

• You violate these Terms or our Acceptable Use Policy
• You engage in fraudulent or illegal activity
• You fail to pay for services after notice and grace period
• You use Narra to harm others or breach healthcare regulations
• You attempt to breach platform security or access unauthorized data
• A government authority requires us to suspend access

Before suspension (except for emergencies or law enforcement orders), we will notify you of the violation and provide reasonable opportunity to remedy the issue.

Permanent Termination by Narra

We may permanently terminate your account if:

• The violation is severe or repeated
• You refuse to remedy violations after notice
• You engage in criminal activity
• You seriously breach healthcare privacy or patient safety regulations

Effect of Termination

Upon termination of your account:

• Your access ends immediately
• Your health records are retained for legal/compliance purposes (unless you request deletion)
• Any authorization you granted to providers is revoked
• Your subscription ends and no further charges occur
• We retain anonymized/de-identified data for analytics
• Certain provisions survive termination (liability, indemnity, IP rights)

Your Data After Termination

If You Terminate Your Account

• Retention Period: Data retained for 30 days before permanent deletion
• During the 30-day period, you can log back in and restore your account, download your data, or request expedited deletion
• After 30 days: Data is permanently and irreversibly deleted

If We Terminate Your Account

Retention Period: Data retained as required by law, including:

• Tax/billing records (7 years per Indian tax law)
• Audit logs (5 years per DPDP Act)
• Data as required by court order
• De-identified Data: Retained indefinitely for analytics and research

Data Export & Portability

Before termination or deletion, you can export your data:

1. Go to Account Settings → Privacy → Download My Data
2. Select data types (health records, documents, contact info)
3. Choose format (PDF, CSV, JSON)
4. Download will be available within 24–48 hours
5. Download link expires after 7 days

Provider Access After Termination

If you terminate your account:

• All provider access to your data is immediately revoked
• Providers can no longer view or access your records in Narra
• ABDM-synced data remains in the national ecosystem (controlled via ABDM consent manager)

Limited Warranty

Narra provides the Service on an "AS IS" and "AS AVAILABLE" basis.

Except as expressly stated in these Terms, Narra makes NO warranties, express or implied, including:

1. Merchantability: Fitness for a particular purpose or commercial suitability
2. Non-Infringement: That the Service does not violate third-party rights
3. Accuracy: That health data is accurate, complete, or error-free
4. Uninterrupted Service: That Service will be uninterrupted, secure, or error-free
5. Third-Party Service: That third-party integrations will function as expected
6. Health Outcomes: That using Narra will improve health outcomes

Disclaimer of Implied Warranties

To the maximum extent permitted by law:

• We disclaim all implied warranties
• We do not warrant that the Service meets your requirements
• We do not warrant that the Service is bug-free or that defects will be corrected
• We do not warrant uninterrupted access (we may perform maintenance)

Service Interruptions

We are not liable for:

• Temporary service interruptions for maintenance
• Planned upgrades and updates
• Scheduled downtime
• Force majeure events (natural disasters, pandemics, wars, government actions)

Data Accuracy Disclaimer

• We do not verify the accuracy of health data you upload
• You are responsible for ensuring data accuracy
• We do not perform medical review or quality assurance
• Errors in data may exist and should be corrected with your provider

Cap on Liability

To the maximum extent permitted by law, Narra's total liability for any claims arising from these Terms, the Service, or any related matter is limited to the lesser of the total fees you paid to Narra in the 12 months preceding the claim, or ₹100,000 (Indian Rupees). If you have not paid any fees (free tier user), liability is limited to ₹10,000.

Excluded Damages

In no event shall Narra be liable for:

1. Indirect Damages: Lost profits, lost revenue, lost business opportunity
2. Consequential Damages: Damages arising as a consequence of other damages
3. Punitive Damages: Damages intended as punishment
4. Incidental Damages: Unexpected or unforeseeable damages
5. Special Damages: Unusual or extraordinary damages
6. Medical Damages: Personal injury, disability, illness, or death
7. Loss of Data: Corruption, loss, or unavailability of your data
8. Loss of Privacy: Unauthorized access or data breach (except as expressly provided in our DPA)

Exceptions to Liability Limitations

The above limitations do NOT apply to:

• Gross negligence or willful misconduct by Narra
• Fraud or criminal conduct
• Death or personal injury caused by Narra's negligence
• Breach of confidentiality (regarding your health data)
• Liability that cannot be limited by law

Your Exclusive Remedy

If you have a claim against Narra: notify us at support@narra.health or legal@narra.health, we will investigate and attempt to resolve, and if unresolved you may pursue legal action per the Dispute Resolution section.

You Indemnify Narra

You agree to indemnify, defend, and hold harmless Narra (and our officers, directors, employees, and agents) from any claims, damages, losses, costs, and expenses (including legal fees) arising from:

1. Your Violation of These Terms: Any breach of any provision in this Agreement
2. Your Violation of Law: Your use of Narra in violation of any law or regulation
3. Your Data: Claims that your health data or content infringes third-party rights
4. Your Use: Any harm caused by your use of Narra
5. Your Actions: Claims arising from your clinical decisions or professional conduct (if you're a provider)
6. Your Authorization: Claims that you lacked authority to authorize data sharing or uploads

Narra's Indemnification Obligations

Narra will indemnify you from third-party claims that:

• Narra's platform, as used according to these Terms, infringes third-party intellectual property rights
• Narra breached its data security obligations

This indemnity does NOT apply if the claim arises from your modification of Narra's platform, your use of Narra in violation of these Terms, or your combination of Narra with third-party services.

Governing Law

These Terms are governed by and construed in accordance with the laws of India. Specific legal framework:

• The Information Technology Act, 2000
• The Digital Personal Data Protection Act, 2023
• Indian Contract Act, 1872
• Applicable state and local laws

Jurisdiction & Venue

Both parties irrevocably agree to submit to the exclusive jurisdiction of the courts in Bangalore, Karnataka, India.

Alternative Dispute Resolution (ADR)

Before litigation, parties agree to:

Step 1: Negotiation (15 days)

Written notice of dispute sent to legal@narra.health. Response within 7 days; parties negotiate in good faith for 15 days total.

Step 2: Mediation (30 days)

If negotiation fails, either party may initiate mediation. Mediator mutually agreed upon or appointed per Indian Mediation Rules. Mediation session held in Bangalore. Each party bears own costs; mediator costs split equally.

Step 3: Arbitration

Disputes not resolved through mediation go to arbitration under the Arbitration and Conciliation Act, 1996. Seat: Bangalore, India. Language: English. The arbitral award is final and binding.

Exception: Emergency Legal Action

Either party may seek emergency injunctive relief in court without ADR if urgent action is needed to prevent irreparable harm, data breach or security threat, illegal activity, or patient safety is at risk.

Class Action Waiver

Both parties waive the right to bring or participate in any class action lawsuit. Each dispute is resolved individually.

Statute of Limitations

Any legal claim arising from these Terms must be brought within 2 years from the date the cause of action arises, or as prescribed by applicable law (whichever is longer).

How We May Modify These Terms

Narra may modify these Terms at any time by posting updated Terms on our website, notifying you via email (for material changes), and notifying you in-app.

When Modifications Take Effect

For Material Changes (affecting your rights or obligations):

• We provide at least 30 days advance notice
• We explain what is changing and why
• You have the right to review and reject changes
• If you don't agree, you can terminate your account

For Minor Changes (formatting, contact info, clarifications):

• We may implement immediately
• We'll notify you as soon as practical

Your Continued Use = Acceptance

If you continue using Narra after modified Terms take effect, you accept the new Terms. If you don't accept modified Terms, you can reject them by terminating your account. Termination within the notice period is free (pro-rata refund if applicable).

Severability

If any provision of these Terms is found to be unenforceable or invalid, that provision is severed and the remaining provisions remain in full force. The severed provision is reformed to the minimum extent necessary to make it enforceable.

Entire Agreement

These Terms, together with our Privacy Policy, Cookie Policy, Data Security statement, and any other policies referenced herein, constitute the entire agreement between you and Narra regarding your use of the Service. These Terms supersede all prior agreements, discussions, and understandings, whether written or oral.

No Third-Party Beneficiaries

These Terms are between you and Narra. No third party has any rights under these Terms (except as explicitly stated, e.g., successors, assigns).

Waiver & Remedies

If we fail to enforce any provision, it doesn't waive that provision or any other. No delay or waiver of enforcement constitutes a waiver of future enforcement. Our remedies are cumulative.

Legal & Compliance Contact

Address

NarraHealth Technologies Pvt. Ltd.
Bangalore, Karnataka, India
Available on request from admin@narrahealthcare.com

Legal Notices

legal@narra.health

Disputes

disputes@narra.health

Privacy / Data

dpo@narra.health

General Support

support@narra.health

Legal notices

5 business days

Disputes

7–10 business days

Privacy requests

15–30 days (per DPDP Act)

How to Send Legal Notices

Legal notices must be in writing (email acceptable), include your name, account ID, and contact info, describe the issue clearly, state the relief sought, and be sent to the legal contact above. We will acknowledge receipt within 2 business days.

Support Contact

Email

support@narra.health

Response Time

Within 24 hours (business days)

In-App Support

Go to Help & Support in your account.