Terms & Conditions

These Terms & Conditions ("Terms") govern your access to and use of the PaperPlane Health platform ("Service") — operated by PaperPlane Health ("PaperPlane", "we", "us", or "our") from Bengaluru, India. The Service consists of three integrated AI features delivered through an Android and iOS application: Never Miss (AI appointment scheduling and no-show prediction), Never Write (an ambient AI scribe that listens to consultations and drafts prescriptions), and Never Stop (AI-assisted video consultations with WhatsApp prescription delivery). Together we refer to these as Augmented Clinical Intelligence. By creating an account, signing in, or otherwise using the Service, you agree to these Terms.

1. Eligibility

The Service is intended for use by:

• Doctors registered with the National Medical Commission or another Indian medical council and authorised to practise medicine in India;
• Clinic staff authorised by their clinic to operate the platform on a doctor's behalf;
• Owners and administrators of clinics that subscribe to the Service.

By signing up you confirm that you hold all required medical registrations, that the information you provide is accurate, and that you have the authority to bind your clinic to these Terms.

2. Description of the Service

PaperPlane provides software tools that assist a clinician's workflow. The Service:

• Records and transcribes doctor-patient conversations to draft a structured prescription with drug name, dose, frequency, duration, and routine drug-interaction and allergy checks.
• Manages appointments, sends reminders, predicts no-show risk, and offers cancelled slots to waitlisted patients automatically.
• Hosts video consultations between a doctor and a patient and delivers the verified prescription over WhatsApp at the end of the call.

The Service is a clinical-support and productivity tool. It is not a diagnostic device, does not prescribe, and is not a substitute for the professional medical judgment of a qualified, registered medical practitioner. Every clinical decision and every prescription is the sole responsibility of the treating doctor.

3. Free trial & subscription

New accounts may receive a free 14-day trial without entering a credit card. After the trial, continued access depends on a valid subscription. We may change the trial duration, eligibility criteria, or the pricing of paid plans on prior written notice. The Service runs on standard Android and iOS smartphones — no special hardware or setup fee is required.

4. Account responsibilities

• Provide accurate, current, and complete information at sign-up and keep it up to date.
• Keep credentials confidential and notify us immediately of any unauthorised access.
• Ensure every staff member using the account has been trained on the Service and complies with these Terms.
• Maintain the security of the device on which the Service is installed.

5. Acceptable use

You agree not to:

• Use the Service for any unlawful, fraudulent, or harmful purpose;
• Record audio or video of any individual without their informed consent;
• Upload information you do not have the legal right to share;
• Attempt to reverse-engineer, decompile, copy, or extract the AI models, code, or training data behind the Service;
• Use the Service to spam, deceive, or harass patients;
• Interfere with the security, integrity, or availability of the Service or attempt to bypass usage limits.

6. Telemedicine & regulatory compliance

You agree to comply with the Telemedicine Practice Guidelines, 2020 issued by the Board of Governors in supersession of the Medical Council of India, including the obligations relating to:

• Identification of the doctor and the patient;
• Obtaining and documenting informed consent for the consultation, recording, and prescription delivery;
• Prescribing only within the categories permitted under the Guidelines;
• Maintaining records of the consultation;
• Following ABDM (Ayushman Bharat Digital Mission) interoperability standards where applicable.

PaperPlane provides infrastructure that is ABDM-ready and engineered to support compliance, but the regulatory obligations of the treating clinician remain with the clinician.

7. Patient consent & communication

You are responsible for obtaining the patient's informed consent before:

• Recording the consultation for the AI scribe;
• Conducting a video consultation through the Service;
• Delivering prescriptions, reminders, or appointment information over WhatsApp.

Our Privacy Policy describes how information collected through the Service is processed.

8. AI output & clinical judgment

Outputs generated by the Service — including transcriptions, structured prescriptions, drug-interaction warnings, allergy flags, no-show risk predictions, and waitlist suggestions — are provided as assistive output. The treating doctor must review and verify every AI-generated output before it is acted upon, communicated to a patient, dispatched over WhatsApp, or recorded in the medical file. PaperPlane is not liable for any consequence arising from unverified or unreviewed AI output.

9. Data ownership & licence

You and your clinic retain all rights in the clinical records and patient data processed through the Service. You grant PaperPlane a limited, non-exclusive licence to host, process, and transmit such data solely for the purposes of providing the Service, ensuring security, and complying with law. Aggregated and de-identified information may be used to improve the platform's accuracy and safety, on the terms described in the Privacy Policy.

10. Our intellectual property

PaperPlane retains all rights, title, and interest in the Service, including the software, AI models, designs, content, brand marks, the term "Augmented Clinical Intelligence", and the three "Never" feature names. No rights are granted to you except the limited right to use the Service in accordance with these Terms.

11. Third-party services

The Service relies on certain third-party platforms — including WhatsApp / Meta for patient messaging, cloud infrastructure providers for hosting, and AI/speech service providers for model execution. Your use of those features is also subject to the relevant third party's terms. PaperPlane is not responsible for outages or content delivery failures arising from those third-party platforms beyond our reasonable control.

12. Fees & payment

Subscription fees, billing cycles, and payment terms are described in the order form, pricing page, or in-app subscription screen applicable to your account. Fees are non-refundable except where required by law. We may revise pricing on prior written notice; price changes will not apply retroactively to a paid subscription period already in effect.

13. Service availability & updates

We aim for high availability but the Service is provided on an "as is" and "as available" basis. We may release updates, modify features, or schedule maintenance from time to time, and will use reasonable efforts to communicate material changes in advance.

14. Suspension & termination

Either party may terminate the subscription as set out in the applicable order form or subscription screen. We may suspend or terminate access immediately for:

• Breach of these Terms;
• Non-payment of fees;
• Conduct that endangers patients, other users, or the Service.

On termination you may request export of your clinical records within a reasonable period, after which we may delete the data in accordance with our retention practices.

15. Limitation of liability

To the maximum extent permitted by Indian law, PaperPlane will not be liable for indirect, incidental, special, punitive, or consequential damages, or for loss of profits, revenue, goodwill, or data, however arising. Our aggregate liability for any claim arising out of or relating to the Service will not exceed the fees actually paid by you to PaperPlane in the twelve (12) months preceding the event giving rise to the claim.

16. Indemnity

You agree to indemnify, defend, and hold harmless PaperPlane, its officers, employees, and investors from any claim, liability, loss, or expense arising out of (a) your breach of these Terms, (b) your violation of applicable law or of the Telemedicine Practice Guidelines, 2020, (c) your clinical decisions or those of any staff member acting under your account, or (d) any content you upload or transmit through the Service.

17. Governing law & disputes

These Terms are governed by and construed in accordance with the laws of India. The courts of Bengaluru shall have exclusive jurisdiction over any dispute arising out of or in connection with these Terms or your use of the Service.

18. Changes to these Terms

We may update these Terms from time to time. We will notify you of material changes through the platform or by email. Continued use of the Service after the effective date of an update constitutes acceptance of the revised Terms. If you do not agree with the revised Terms, you must stop using the Service.

19. Contact us

Questions about these Terms?

• Email: hello@ppclinics.com
• Phone / WhatsApp: +91 99906 54635
• Office: Vatika Business Park, 12th Floor, Block-2, Badshahpur Sohna Road, Sector 49, Gurugram, Haryana 122018