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Terms & Conditions

Last updated: 28 September 2026

The rules for using OPflow, written as plainly as we could. They cover patients booking OPD windows and doctors, clinics and hospitals running their queue on OPflow.

1.Agreement

These Terms & Conditions (“Terms”) are an agreement between you and OPflow (“OPflow”, “we”, “us”). By creating an account, booking an appointment or listing a practice on OPflow, you agree to these Terms, our Privacy Policy, our Rescheduling & Refund Policy and our Medical Disclaimer. If you don't agree, please don't use OPflow.

2.What OPflow is, and isn't

OPflow is a technology platform that lets patients discover doctors, book an expected consultation window for an outpatient (OPD) visit, pay online and follow the live queue. Doctors, clinics and hospitals (“Healthcare Providers”) are independent. They, not OPflow, provide medical consultation, diagnosis and treatment, and they are responsible for it.

OPflow is not an emergency service. If a situation could be life-threatening, call 112 or 108, or go to the nearest emergency department immediately.

3.Eligibility and accounts

  • You must be 18 or older to hold an account. Parents or guardians may book for children and dependants.
  • You sign in with a mobile number verified by OTP. Keep your device and OTPs private; you are responsible for activity on your account.
  • Information you give us must be true and current. We may suspend accounts that use false details.

4.Bookings and appointment windows

  • A booking gives you a place in a window (for example, 10:00–11:00 AM) and a token. It is not a guarantee of being seen at an exact time. Consultations vary in length, and emergencies take priority.
  • Wait times and delays shown in the app are estimates based on information from the clinic.
  • A booking is confirmed only after your payment is successfully verified by us.
  • Please arrive by the time shown on your booking and follow the clinic's instructions. If you arrive after your window, the clinic may see you later in the queue, reschedule you or treat the booking as a no-show under its policy.
  • Patients cannot cancel a paid booking, but can reschedule it once, free of charge, up to 2 hours before your window starts. A missed window without rescheduling is not refunded.
  • Only Healthcare Providers can cancel a booking or session (for example, because of an emergency). When they do, you are told in the app and receive a 100% refund of the amount you paid. See our Rescheduling & Refund Policy.

5.Fees and payments

  • The consultation fee is set by the Healthcare Provider and shown before you pay. That is the amount you pay.
  • OPflow retains a platform fee of 10% of each consultation fee. The remaining 90% is settled to the Healthcare Provider. This split does not add to the amount you pay.
  • Payments are processed by our payment gateway partner (Cashfree Payments). OPflow does not store your card, UPI or bank credentials.
  • All prices are in Indian Rupees (INR) and include applicable taxes unless stated otherwise.

6.Doctor suggestions (Find Your Right Doctor)

  • For a one-time fee shown before you pay (currently ₹99), OPflow suggests up to three doctors of the type you choose near your area, with the reasons for each. The suggestion is saved in your account; it is not updated later.
  • Suggestions are based on published criteria: qualifications, experience, training, areas of practice and private feedback from patients who visited. Doctors cannot pay for, ask for or see their place in suggestions.
  • A suggestion is a recommendation, not a guarantee of treatment outcome, and not medical advice. The consultation itself is between you and the doctor.
  • You are asked to pay only when there are doctors to suggest near you. If none are left when your payment arrives, the fee is refunded automatically.

7.Terms for doctors, clinics and hospitals

  • You must hold a valid registration with the National Medical Commission or the relevant State Medical Council (or the equivalent council for your field) and keep it current. Profiles go live only after verification.
  • You are responsible for the accuracy of your profile, fees, OPD schedules, capacity, delays and declared emergency availability. Never show availability you cannot honour.
  • You remain solely responsible for the medical care you provide and must follow applicable law and professional ethics, including patient confidentiality.
  • You must use patient information from OPflow only to serve that booking, and make sure your staff accounts do the same.
  • For every booking paid through OPflow, OPflow retains a platform fee of 10% of the consultation fee and settles the remaining 90% to your registered bank account, on the settlement schedule in your provider agreement. The fee is charged per booking. For example, five patients booking five separate windows means five separate fees.
  • You may cancel a booking or session when necessary. The patient then receives a full refund, including the platform fee, and no settlement is made for that booking. Frequent cancellations may lead to review of your listing.

8.Acceptable use

You agree not to:

  • make fake, speculative or bulk bookings, or book to resell places;
  • impersonate anyone, or list a doctor or hospital you are not authorised to represent;
  • harass clinic staff, doctors or other users;
  • scrape, reverse-engineer, disrupt or try to gain unauthorised access to OPflow;
  • use OPflow for anything unlawful.

9.Content and intellectual property

The OPflow name, logo, apps, website and their content belong to OPflow or its licensors. You get a limited, personal, non-transferable right to use the app for its intended purpose. Healthcare Providers grant us a licence to display the profile information and photos they submit on OPflow.

10.Disclaimers

OPflow is provided “as is”. We work to keep it accurate and available, but we don't guarantee uninterrupted service, exact wait times, or that every Healthcare Provider will be available as listed. We do not give medical advice and do not recommend or endorse any particular doctor. See the Medical Disclaimer.

11.Limitation of liability

To the extent permitted by law, OPflow is not liable for the medical advice, diagnosis or treatment given by any Healthcare Provider, or for indirect or consequential losses. Our total liability for any claim relating to a booking is limited to the amount you paid through OPflow for that booking. Nothing in these Terms limits rights you have under the Consumer Protection Act, 2019 that cannot be excluded.

12.Indemnity

You agree to indemnify OPflow against claims arising from your breach of these Terms, your misuse of the platform or, for Healthcare Providers, the care you provide and the information you publish.

13.Suspension and termination

You can delete your account at any time from the app. We may suspend or close accounts that break these Terms, endanger others or are required to be closed by law. Bookings already paid for will be handled under the Rescheduling & Refund Policy.

14.Governing law and disputes

These Terms are governed by the laws of India. Subject to your rights as a consumer, the courts in Andhra Pradesh have jurisdiction. Please write to us first. Most issues are resolved quickly that way.

15.Changes to these Terms

We may update these Terms. We will change the date at the top and notify you of significant changes in the app or by email. Continuing to use OPflow after that means you accept the updated Terms.

16.Grievances and contact

Support and complaints: info@opflow.in (Monday to Saturday, 9 AM – 7 PM IST). For a complaint, please write “Grievance” in the subject.