ZIVOLABS — Doctor-Supervised GLP-1 Weight Loss Program India

Terms & Conditions

ZIVOLABS

Effective Date: April 10, 2026

1. About ZIVOLABS

ZIVOLABS ('Company', 'we', 'us', 'our') is a technology platform registered in India that connects patients with licensed medical practitioners and pharmacies for doctor-supervised weight management programs. ZIVOLABS is NOT a hospital, clinic, pharmacy, or medical institution.

Registered Office: Oberoi Commerz III, Mumbai, Maharashtra 400063. Contact: help@zivolabs.org

2. Acceptance of Terms

By accessing our website, completing our health assessment, or purchasing any program, you confirm that you have read, understood, and agree to be bound by these Terms & Conditions and all applicable Indian laws.

If you do not agree to these terms, do not use our platform or services.

3. Eligibility

To use ZIVOLABS services, you must:

• Be at least 18 years of age

• Be a resident of India

• Have a BMI of 27 or above, or 25 or above with a weight-related health condition

• Not have any contraindicated medical conditions as determined during assessment

• Provide accurate and complete health information during the assessment process

ZIVOLABS reserves the right to decline service to any individual who does not meet eligibility criteria, as determined by our licensed medical partners.

4. Nature of Services

ZIVOLABS provides a technology platform that facilitates:

• Online health assessments for weight management suitability

• Connection with NMC-registered medical practitioners for teleconsultations

• Facilitation of prescription issuance by licensed doctors

• Coordination of medicine delivery from DCGI-approved licensed pharmacies

• Ongoing patient support and program management tools

ZIVOLABS does NOT provide medical advice, diagnoses, or treatment. All medical decisions are made solely by the licensed doctors on our platform.

5. Doctor-Patient Relationship

Completing the ZIVOLABS health assessment does NOT create a doctor-patient relationship. A doctor-patient relationship is established only upon completion of a video consultation with a licensed medical practitioner on our platform.

All consultations are conducted by Registered Medical Practitioners (RMPs) licensed under the National Medical Commission (NMC) Act 2020. The prescribing doctor retains sole clinical discretion.

6. Teleconsultation

All consultations are conducted in compliance with the Telemedicine Practice Guidelines 2020 issued by the Ministry of Health and Family Welfare, Government of India.

• First-time prescriptions for chronic conditions require a video consultation

• Monthly refills may be approved via asynchronous review at doctor's discretion

• Doctors may request in-person consultation if clinically necessary

• Consultations are conducted on encrypted, DPDP-compliant platforms

7. Prescription & Medication

All medications are prescription-only (Schedule H) drugs under the Drugs & Cosmetics Act 1940. They are dispensed only by licensed pharmacies regulated by CDSCO and approved by DCGI.

ZIVOLABS does not manufacture, compound, store, or dispense any medication. The decision to prescribe rests solely with the treating doctor. ZIVOLABS makes no guarantee that any patient will be approved for medication.

8. Subscription & Billing

ZIVOLABS operates on a monthly subscription model. By subscribing:

• You authorise ZIVOLABS to charge your selected payment method every 28 days

• Charges are processed via Razorpay, a PCI-DSS compliant payment gateway

• Prices are in Indian Rupees (INR) inclusive of all applicable taxes

• Subscription continues until cancelled by you or terminated by ZIVOLABS

• You may cancel anytime before your next billing date to avoid future charges

9. Refund Policy

Please refer to our separate Refund Policy document for complete details. In summary:

• Consultation fees are non-refundable once a doctor consultation has been completed

• If you are not approved for medication after consultation, your full payment is refunded within 7 business days

• If medication is not shipped due to pharmacy error, full replacement or refund is provided

• Our Weight Loss Guarantee applies as described in the Refund Policy

10. Patient Responsibilities

You agree to:

• Provide accurate and complete health information at all times

• Inform your doctor of any new medications, conditions, or side effects immediately

• Complete monthly check-in forms to continue receiving your prescription

• Store medication as instructed (2-8°C refrigeration required)

• Not share your prescription medication with any other person

• Seek emergency medical care immediately for serious adverse reactions

• Not use ZIVOLABS services as a substitute for emergency medical care

11. Prohibited Uses

You must not:

• Provide false or misleading health information to obtain a prescription

• Share, sell, or transfer prescription medication to another person

• Use ZIVOLABS services if you have a contraindicated medical condition

• Attempt to circumvent clinical screening processes

• Use the platform for any unlawful purpose under Indian law

12. Limitation of Liability

To the maximum extent permitted by applicable Indian law, ZIVOLABS shall not be liable for:

• Any medical decision made by a licensed doctor on our platform

• Side effects or adverse reactions to prescribed medication

• Failure to achieve weight loss results

• Delays in delivery caused by logistics partners or circumstances beyond our control

• Any indirect, incidental, or consequential damages

Our total liability to you shall not exceed the amount paid by you in the most recent billing cycle.

13. Governing Law

These Terms & Conditions are governed by the laws of India. Any disputes shall be subject to the exclusive jurisdiction of the courts of Mumbai, Maharashtra.

14. Grievance Redressal

In accordance with the Consumer Protection Act 2019 and IT Act 2000, our Grievance Officer can be contacted at:

• Email: help@zivolabs.org

• Address: ZIVOLABS, Oberoi Commerz III, Mumbai, Maharashtra 400063

• Response time: Within 48 hours of receipt

• Resolution time: Within 30 days of complaint

15. Changes to Terms

ZIVOLABS reserves the right to modify these Terms & Conditions at any time. Changes will be posted on our website with an updated effective date. Continued use of our services after changes constitutes acceptance of the new terms.