Terms of Service

1. Acceptance of Terms

By deploying Naadhi HMS, the authorised representative of the hospital entity accepts these Terms of Service on behalf of the hospital. These terms constitute a binding agreement between Naadhi Health Technologies and the licensee hospital entity, and are read together with the deployment licence agreement signed for that installation.

2. The Service

• Naadhi provides a hospital management system licensed for on-premise deployment, installed on infrastructure owned and operated by the hospital, and accessible via web browser and API on the hospital’s network.
• The deployment includes the modules specified in the licence agreement for the plan purchased.
• Naadhi reserves the right to update, improve, or deprecate features with 30 days notice for material changes.
• AI capabilities (Asha) are powered by a proprietary Sovereign AI stack. Service availability is subject to infrastructure uptime.
• Because the software runs on hospital-owned infrastructure, availability depends on that infrastructure and is the hospital’s responsibility. Naadhi’s SLA covers support response times, not uptime — see section 7.

3. Data Ownership & Processing

• The hospital retains full ownership of all patient data, staff data, and clinical records entered into Naadhi.
• Naadhi processes data as a data processor under the DPDP Act 2023. The hospital is the data fiduciary.
• Naadhi will not access patient data except for: (a) technical support with explicit hospital permission, (b) legal requirement.
• The hospital holds its own database at all times and may export all data in standard formats (CSV, FHIR JSON) at any point, including after termination.
• After 30 days, data is permanently deleted per NIST 800-88 guidelines (except where retention is legally mandated).
• Naadhi does not use hospital patient data to train AI models without explicit, separate written consent.

4. Subscription & Payment

5. Acceptable Use

• Naadhi may only be used for legitimate hospital management activities.
• You may not attempt to reverse-engineer, extract, or copy the Naadhi platform.
• You may not use Naadhi to process data for hospitals not subscribed on your account.
• TPA automation must only be used for genuine insurance claims. Fraudulent claims are strictly prohibited.
• Staff accounts are personal and non-transferable. Shared credentials are not permitted.

6. Limitation of Liability

• Naadhi is a software tool. Clinical decisions remain the sole responsibility of licensed healthcare professionals.
• Asha AI outputs (discharge summaries, drug interaction warnings, TPA suggestions) are decision support only — not medical advice.
• Naadhi's maximum liability for any claim is limited to the licence and support fees paid in the preceding 3 months.
• Naadhi is not liable for indirect, consequential, or incidental damages arising from use of the platform.
• Hospitals are responsible for ensuring their ABDM, NABH, and DPDP compliance obligations are met. Naadhi provides the tools; the hospital implements them.

7. Service Level Agreement

• Naadhi runs on hospital-owned infrastructure. These SLAs therefore cover Naadhi’s support response times; infrastructure uptime is the hospital’s responsibility.
• Basic: email support, 48-hour response SLA.
• Pro: WhatsApp + email support, 8-hour response SLA.
• Premium: phone + WhatsApp support, 2-hour response SLA for critical issues.
• Intelligence: dedicated account manager, 1-hour response SLA for critical issues.
• Software updates are released per the cadence stated in the deployment agreement; scheduling the upgrade window is coordinated with the hospital.

8. Governing Law

These terms are governed by the laws of India. Any disputes shall be subject to the exclusive jurisdiction of courts in Bengaluru, Karnataka. The DPDP Act 2023 and Information Technology Act 2000 apply to all data processing activities.

9. Changes to Terms

Naadhi may update these terms with 30 days notice via email and in-app notification for material changes. Continued use of the platform after the notice period constitutes acceptance of the updated terms.