Terms of Service

1. Introduction

Welcome to VacHome, a pioneering service platform wholly conceptualized, developed, owned, and operated by VacHome ("VacHome," "we," "us," or "our"). Our mission is to revolutionize how individuals access essential immunization services by delivering expert-led, evidence-based, and policy-compliant vaccination services directly to the doorstep of every Indian household, workplace, or institutional client.

We understand that navigating public health systems can often be intimidating, time-consuming, and logistically difficult—especially for families with young children, the elderly, immunocompromised individuals, or those with disabilities. VacHome seeks to bridge these gaps by offering convenient, high-quality, and safe at-home vaccination services powered by a robust digital platform, a network of verified vaccinators, and data-backed workflows that align with government protocols and medical best practices.

This document—our Terms and Conditions of Use ("Terms")—constitutes a binding legal agreement between you (the user, patient, caregiver, healthcare professional, or institution) and VacHome. It applies when you visit our website (www.vachome.in), download or interact with our mobile app, engage with our support channels via WhatsApp, phone, or email, or access our services through any partner or affiliate platforms.

As a responsible healthcare technology enterprise, we aim to maintain transparency, ethical compliance, and legal clarity in all user relationships. Accordingly, these Terms are published in accordance with and governed by relevant provisions under:

• The Indian Contract Act, 1872
• The Information Technology Act, 2000, including its subordinate rules such as the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011
• The Consumer Protection Act, 2019 (as applicable to healthcare services)
• And applicable state-level healthcare regulations

By using this platform, you confirm that you understand and agree to abide by all applicable local, state, and national laws and regulations within India. If you disagree with any part of these Terms, you must discontinue your use of our services immediately.

2. Scope and Applicability

These Terms and Conditions shall govern all types of engagements and interactions any user may have with VacHome and its associated digital, physical, and partner channels.

2.1 User Categories

The VacHome platform caters to:

• End Users / Patients / Beneficiaries: Individuals availing of vaccination services for themselves or their dependents
• Guardians and Caregivers: Parents, legal guardians, or authorized representatives booking vaccinations on behalf of minors or dependents
• Healthcare Professionals: Certified vaccinators, nurses, paramedics, or doctors engaged by VacHome
• Partner Institutions: Hospitals, diagnostic centers, schools, residential societies, corporates, and welfare organizations
• Support Users: Individuals accessing our digital interface for information, health education, reminders, or follow-up support

2.2 Covered Services

These Terms apply to all services delivered through the VacHome ecosystem, including:

• Real-time vaccine booking and confirmation across web, mobile, WhatsApp, and telephonic platforms
• Administration of pediatric, adult, geriatric, occupational, travel-related, and outbreak response vaccinations
• Storage, transmission, and retrieval of digital immunization records
• Post-vaccination follow-up communications and side effect management instructions
• Integration with reminder systems for upcoming dose schedules
• Feedback submission, service ratings, issue reporting, and grievance escalation

3. Modification of Terms

VacHome reserves the absolute and non-negotiable right to revise, amend, restate, supplement, or replace these Terms and Conditions in part or in full, at our sole discretion and without prior notice.

Modifications may include but are not limited to:

• Addition or revision of service offerings
• Inclusion of supplementary terms related to privacy, payments, consents, and third-party collaborations
• Incorporation of government notifications or amendments to health laws
• Introduction of upgraded security or authentication protocols
• Changes in our business model, pricing structure, refund policies, or technology framework

Your continued use of the VacHome platform or any of its services after such modifications constitutes your acceptance of the revised Terms. If you disagree with any new provision or amendment, your only recourse is to cease using the platform immediately.

4. User Eligibility and Responsibilities

4.1 Legal Age and Authority

All users who wish to access, register, or use any service on the VacHome platform must be at least 18 years of age. For dependents (such as children, elderly persons with cognitive impairments, or legally disabled individuals), a parent, legal guardian, or duly authorized representative must act on their behalf.

4.2 Accuracy of Information

It is your responsibility to provide truthful, accurate, and complete information regarding the beneficiary's medical history, known allergies, past vaccinations, comorbidities, and current health status. Falsification, concealment, or non-disclosure of material information may compromise patient safety and will release VacHome from any associated liability.

4.3 Behavioral Expectations

Users must:

• Ensure a safe, clean, and respectful environment for the vaccinator
• Be physically present at the site during vaccination
• Follow pre-vaccination and post-vaccination instructions
• Cooperate with healthcare workers and maintain respectful behavior
• Report any suspicious activity immediately

5. Services Overview

VacHome provides a spectrum of home-based vaccination and related services, which include:

• Administration of government and privately recommended vaccines by trained and certified vaccinators
• End-to-end scheduling, confirmation, and rescheduling of appointments through digital platforms
• Maintenance and retrieval of digital vaccination records for each beneficiary
• On-ground preparedness to manage Adverse Events Following Immunization (AEFI)
• Educational and advisory services on vaccination schedules and health recommendations

All services are executed with adherence to the latest Indian Association of Paediatrics (IAP) and Association of Physicians of India (API) guidelines, as well as WHO and MoHFW protocols where applicable.

6. Digital Vaccination Records

VacHome provides every registered user with a secure, dynamic, and medically validated Digital Vaccination Record (DVR). This record includes:

• Full beneficiary details and profile information
• Date of vaccination and vaccine details
• Name of vaccine, brand, batch number, expiry date, and manufacturer
• Mode of administration and dosage information
• Name and ID of the vaccinator
• Timestamp and location of vaccine delivery

The DVR is accessible via user dashboard, mobile app, or secure QR code. Users maintain full ownership of their data and can control sharing permissions.

7. Data Collection and Communication

VacHome collects data to ensure personalized, safe, and compliant services. Our data collection practices are governed by applicable Indian laws and include:

• Identity and contact information
• Health and medical history data
• Operational and transactional data
• Technical metadata for service improvement

We classify communications into transactional, service-based, reminders, and promotional categories, each with appropriate consent mechanisms and opt-out options.

8. Vaccination Booking and Cancellations

8.1 Booking Process

VacHome offers multiple booking channels including website, mobile app, WhatsApp bot, and customer support. All bookings require complete beneficiary information and health declarations.

8.2 Cancellation Policy

8.3 Rescheduling

Users may reschedule up to 2 times without penalty, provided the request is made at least 12 hours before the original slot. Rescheduling is subject to vaccinator availability.