Terms & Conditions

1.1. These Terms & Conditions ("Terms") govern your use of the Bioshield online store at bioshieldhealthcare.in, the information site at info.bioshieldhealthcare.in, and any Bioshield mobile app (together, the "Platform"). They form a binding agreement between you and Bioshield Healthcare Private Limited("Bioshield", "we", "us" or "our").

1.2. By opening the Platform, creating an account, or placing an order, you confirm that you have read and agree to these Terms and to our Privacy Policy. If you do not agree, please stop using the Platform.

1.3. These Terms are published as an electronic record under the Information Technology Act, 2000 and the rules made under it, and do not need a physical or digital signature to be binding.

2.1. Bioshield Healthcare Private Limited develops, markets and sells pharmaceutical and healthcare products in the general, dental and orthopaedic segments. Our administrative office is at No. 3/5, Neelaganda Nayanar Street, Kondithope, Chennai – 600 079, Tamil Nadu, India, and our regional office is at No. 4/37H, Sri Ram Complex, Eathamozhi Main Road, Nagercoil, Kanyakumari – 629 501, Tamil Nadu, India.

2.2. Unlike a marketplace, the Platform sells Bioshield's own range. We are the seller on every order, and you deal with us directly for payment, delivery and support.

2.3. For any question about these Terms, write to support@bioshieldhealthcare.in or call 9444626144 (7 days a week, 8:00 AM to 10:00 PM).

3.1. You must be at least 18 years old and legally able to enter a contract under the Indian Contract Act, 1872 to register or buy. If you order for someone else, such as a family member or a minor, you confirm you are authorised to do so and you take responsibility for that order.

3.2. We do not use passwords. You sign in with a one-time password (OTP) sent to your registered mobile number over WhatsApp. Anyone who can receive that OTP can open your account, so keep your phone secure and never share an OTP. Bioshield staff will never ask you for an OTP, PIN, CVV or card number.

3.3. The details you give us (name, age, gender, email, delivery addresses and, for trade accounts, hospital or pharmacy name) must be true, current and complete. Please update them when they change.

3.4. Each mobile number can hold one account. You are responsible for all activity on your account until you tell us it has been misused.

4.1. The Platform has three account types: Customer, Doctor and Pharmacy. Doctor and Pharmacy accounts ("Trade Accounts") get trade pricing (PTR), trade-only bonus offers and a different free-delivery threshold.

4.2. Trade Accounts are for registered medical practitioners and licensed pharmacies only. When you register as one, you agree to submit your medical council registration number or drug licence number, with proof, through the verification form on the Platform, and to keep them valid.

4.3. We review every verification request. We may approve or reject it, ask for more documents, or contact the issuing authority. If you cannot be verified, if your registration or licence lapses, or if we believe a Trade Account is being misused, we may switch it to a Customer account, withhold trade pricing and offers, cancel open orders with a refund, or suspend the account.

4.4. Pharmacy accounts may buy for resale only within the terms of their drug licence. Doctor accounts buy for use in their own practice. Neither may pass trade pricing or offers on to anyone who is not entitled to them.

5.1. We sell only in line with the Drugs and Cosmetics Act, 1940, the Drugs and Cosmetics Rules, 1945, and other applicable law. We do not sell narcotic or psychotropic substances, or any drug listed in Schedule X.

5.2. Some products can only be supplied on a prescription from a registered medical practitioner, or to a verified Trade Account. For these, we may ask for a valid prescription or proof of registration before we dispatch, and we may cancel the order if we do not receive it.

5.3. Customer accounts buy for their own use or the use of the person they are ordering for, not for resale. You agree not to misuse any product or use it other than as directed by a doctor or on the label.

5.4. Product information on the Platform is for general awareness and is not a substitute for medical advice. Always talk to your doctor before starting, stopping or changing any medicine. See our Disclaimer.

6.1. All prices are in Indian Rupees. Customer prices shown against the MRP include all taxes. Trade (PTR) prices are shown before tax, and the applicable GST is added in the order summary before you pay.

6.2. Prices, discounts and offers can change at any time without notice. The price that applies is the one shown in your order summary when you pay. If a product is listed at an obviously wrong price because of a technical or typing error, we may cancel the order and refund you in full, even if it has been confirmed.

6.3. Trade bonus offers.Some products carry a bonus scheme for Trade Accounts, shown as "Exclusive Offer: 10+2", meaning that for every 10 units bought, 2 more are supplied free. Where a product has more than one scheme, the combination that gives you the most free units is applied automatically. Free units are added to your order at checkout, are not charged, and cannot be exchanged for cash, credit or a discount. They must be returned along with the paid units if the paid units are returned. Schemes may be changed or withdrawn at any time. The scheme that applies is the one in your order summary when you pay.

6.4. Coupon codes are valid only on the terms stated with them, apply to eligible items only, and one coupon can be used per order. Coupons have no cash value and may be withdrawn at any time.

7.1. Your order is an offer to buy. It is accepted only when payment succeeds and we confirm the order to you. Receiving your order or your payment does not by itself mean we have accepted it.

7.2. We may decline or cancel an order, fully or in part, including after confirmation, if:

• a product is out of stock or is no longer supplied,
• the price or offer was listed in error,
• we cannot deliver to your address,
• a prescription, registration or licence we asked for is missing or cannot be verified,
• the quantity ordered is unusual for personal or professional use, or
• we suspect fraud, misuse or a breach of these Terms.

7.3. If we cancel an order you have paid for, we refund the full amount to your original payment method as described in section 10.

8.1. Orders are prepaid. Payments are processed securely by our payment partner, Razorpay, and can be made by UPI, debit or credit card, net banking or supported wallets. We do not currently offer cash on delivery.

8.2. We never see or store your full card number, CVV or UPI PIN. They are handled by the payment partner under its own terms and security standards.

8.3. If money is debited but the order fails, the amount is usually reversed automatically by your bank or the payment partner within 5–7 working days. If it is not, contact us with the transaction reference and we will help trace it.

8.4. We are not responsible for a payment that is declined by your bank or card issuer, for example because a transaction limit was exceeded.

9.1. We deliver to serviceable PIN codes in India through third-party courier partners. The expected delivery date shown on product pages and in your cart is an estimate. It depends on the time you order, your location and courier availability, and is not guaranteed.

9.2. A delivery charge, worked out from the weight of the order, may apply. Delivery is free once your order value crosses the threshold shown in your cart. The threshold for Trade Accounts is different from the one for Customers.

9.3. Products are packed so that what is inside is not visible on the outside. The parcel may be handed to you or to anyone at the delivery address who accepts it on your behalf. Please make sure the address and phone number are correct. We are not responsible for delays or non-delivery caused by incorrect details.

10.1. No cancellations. Orders cannot be cancelled once they are placed and paid for. Please check the items, quantities and delivery address before you pay.

10.2. No returns or exchanges. For the safety of every patient, products cannot be returned or exchanged once delivered, including when they are no longer needed or were ordered by mistake.

10.3. Damaged, wrong or expired items. The only exception is an item that, on arrival, was:

• damaged, leaking or tampered with,
• different from what you ordered, or short in quantity, or
• expired.

10.4. Tell us within 48 hours of delivery at support@bioshieldhealthcare.in or 9444626144, with your order number and clear photos of the item, its batch number and its expiry date. Keep the item unused and in its original pack. Once we confirm the problem, we will replace the item or refund it, at our choice.

10.5. Refunds. A refund is made only when we cancel an order (see 7.2) or under 10.4. We start it to your original payment method within 7 working days; how quickly it reaches you then depends on your bank. Free units under a trade bonus offer are not refundable on their own.

10.6. No cash on delivery. All orders are prepaid online (see 8.1).

Referrals

12.1. Every account has a unique referral link, shared from the Refer and Earn page. You may refer as many people as you like. Only people who do not already have a Bioshield account can be referred.

12.2. Level 1.When a person who joined through your link pays for an order, you earn 10% of that order's paid value as a credit to your Bioshield wallet. This applies to every paid order they place, not only the first.

12.3. Level 2.When a person referred by one of your level 1 referrals pays for an order, you also earn 10% of that order's paid value. Rewards stop at level 2: you earn nothing on orders by anyone further down. For example, if you refer A, A refers B, and B refers C: you earn on A's and B's orders, but not on C's.

12.4. An account can be linked to only one referrer, and only once; the link cannot be changed later. You cannot refer yourself, a second account you control, or someone who already has an account. For privacy, level 2 referrals are shown to you without their names.

Wallet

12.5. Your wallet balance comes only from referral rewards (and from redeem requests returned to you under 12.11). Money cannot be added to the wallet directly. The balance earns no interest, has no cash value except as set out in these Terms, and cannot be transferred to another account.

12.6. On any order, you may use up to 10% of your wallet balance as a discount on the bill. For example, with a balance of ₹400 you may use up to ₹40 on an order.

Redeeming your wallet

12.7. You may ask to redeem your wallet once its balance reaches ₹500, using the Request redeem button on the Wallet page. Only one redeem request can be open at a time.

12.8. You choose how much to receive, up to 80% of your wallet balance at the time of the request. A payment processing fee is added on top, at ₹10 for every ₹80 you receive (12.5% of the amount received), so at least 10% of your balance always stays in your wallet. For example, with a balance of ₹500 you may receive up to ₹400; the fee is ₹50 and ₹50 remains. The amount you receive and the fee are deducted from your wallet as soon as the request is made.

12.9. To redeem, you must give either a UPI ID or a bank account in India (account holder name, account number and IFSC code) that belongs to you. You are solely responsible for the accuracy of these details. Payouts are made only to the details you submit; we cannot recover or re-send money paid to a wrong UPI ID or account because of incorrect details you provided.

12.10. After a request is made we review it and send the amount to your account, usually within the number of days we show on your Wallet page. Your request shows as Requested, then with its payment date, and changes to Payment success once we have paid it, together with the bank transaction reference (UTR). We may ask you to verify your identity or your payout details before paying.

12.11. If we cannot complete a payout — for example, because the UPI ID or account is invalid or closed — we will mark the request as returned and credit the full amount deducted under 12.8 back to your wallet, so you can correct your details and request again.

Fair use

12.12. Rewards on orders that are cancelled, returned or refunded may be reversed, and a reversal may reduce your wallet balance. If we find fake or duplicate accounts, self-referrals, referrals of existing customers, spam, payout details belonging to someone else, or any other abuse, we may withhold, reverse or cancel the rewards and redemptions involved, refuse further payouts, and close the accounts responsible.

12.13. We may change, pause or end the referral programme, the wallet, or any of the rates and limits in this section at any time. Changes apply from the date they are published on the Platform and do not affect redeem requests already made.

When using the Platform, you agree not to:

• give false information, impersonate anyone, or register under someone else's credentials,
• upload a forged, altered or expired prescription, registration or licence,
• use bots, scrapers or other automated tools to access, copy or monitor the Platform,
• try to get into accounts, systems or data you are not authorised to access, or interfere with the Platform's security or performance,
• upload anything unlawful, harmful, defamatory or that infringes someone else's rights, or
• use the Platform for any purpose that breaks Indian law.

If you break these rules, we may suspend or close your account and report the matter to the authorities.

The Bioshield name and logo, product names, packaging artwork, photographs, text and software on the Platform belong to Bioshield Healthcare Private Limited or its licensors and are protected by law. You may view and print pages for your own personal, non-commercial use. You may not copy, republish, sell or adapt any of it, or link to the Platform in a way that suggests we endorse you, without our written permission.

Parts of our service are provided by independent partners, including payment processors, courier companies and messaging providers, and each works under its own terms. The Platform may also link to other websites. We do not control those services or sites and are not responsible for their content, availability or practices.

We take care to keep the Platform accurate and running, but it is provided "as is" and "as available". We do not promise that it will always be available, uninterrupted, error-free or free of viruses, or that every description or image is complete and current. Product packaging may change from what is pictured.

Nothing in these Terms limits any rights you have under the Consumer Protection Act, 2019 that cannot be excluded by agreement.

As far as the law allows, Bioshield is not liable for any indirect, incidental, special or consequential loss, such as loss of profit, data or goodwill, arising from your use of the Platform or any product. Our total liability for any claim about an order is limited to the amount you paid for that order.

You agree to compensate Bioshield, its directors, employees and agents for any claim, loss or expense, including reasonable legal fees, that results from your breach of these Terms, your misuse of the Platform or any product, or your violation of any law or third-party right.

You can stop using the Platform at any time and ask us to close your account. We may suspend or close an account, with or without notice, if we reasonably believe these Terms have been broken, the law requires it, or continued access puts other users or Bioshield at risk. Sections that by their nature should survive, such as payment, liability, indemnity and governing law, continue to apply after closure.

We are not liable for any delay or failure caused by events beyond our reasonable control, including natural disasters, epidemics, fire, flood, strikes, transport disruption, internet or power failure, government action or changes in law. We may pause or withdraw services while such an event lasts.

We may update these Terms from time to time. The updated version takes effect once it is posted here with a new effective date. Orders already placed are governed by the Terms in force when they were placed. By continuing to use the Platform after a change, you accept the updated Terms.

These Terms are governed by the laws of India. We encourage you to contact us first so we can try to resolve any concern quickly. Subject to that, the courts at Chennai, Tamil Nadu have exclusive jurisdiction over any dispute arising from these Terms or your use of the Platform.

If any part of these Terms is found to be unenforceable, the rest remains in force. If we do not enforce a right straight away, we have not waived it.

Reach our support team at support@bioshieldhealthcare.in or 9444626144, 7 days a week, 8:00 AM to 10:00 PM, or through Help & Support in your account. Every request is logged so it can be tracked.

If your concern is not resolved within 7 days, you can escalate it to our Grievance Officer, appointed under the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021. The Grievance Officer will acknowledge your complaint within 48 hours and aim to resolve it within one month of receiving it.

Seller details under the Consumer Protection (E-Commerce) Rules, 2020: Bioshield Healthcare Private Limited, No. 3/5, Neelaganda Nayanar Street, Kondithope, Chennai – 600 079, Tamil Nadu, India. Website: bioshieldhealthcare.in. Phone: 9444626144.