Terms and Conditions

General Terms and Conditions for Services of E-CHANNELLING PLC

No: 108, W A D Ramanayake Mawatha, Colombo 2, Sri Lanka.

These terms and conditions as revised and updated by E-Channelling PLC from time to time (hereinafter referred to as “General Terms and Conditions” or “GTC”) shall constitute a legally binding agreement made between you, (“Customer” or “you”) and E-Channelling PLC (“ECL”, “we,” “us” or “our”), concerning your use of E-Channelling Services (defined below). By accessing and using the Services you unequivocally accept and agree to be bound by the General Terms and Conditions. IF YOU DO NOT AGREE WITH ALL OF THE TERMS AND CONDITIONS HEREIN, YOU SHOULD NOT USE THE SERVICES.

1. DEFINITION

1.1

Unless the context otherwise requires, the different terms and expression used in these General Terms and Conditions shall have the meaning assigned to them in the following paragraph.

“Agreement” means these General Terms and Conditions, any policies/guidelines formulated by ECL from time to time in respect of the Services and any amendments made thereto by ECL from time to time.

“ECL Services” or “Services” means the channelling services offered by ECL to Customers utilizing the System which facilitates Customers to (a) channel medical doctors, specialists and consultants visiting Healthcare Establishments and (b) place appointments for medical check-ups at Healthcare Establishments and (c) procure other affiliated services of ECL;

“ECL System or System”means the software, hardware and infrastructure developed and owned by ECL or licensed to ECL, through which ECL Services are provided to Customers;

“ECL Service Fee” means the fee charged by ECL from Customers for the Services provided to Customers.

“Healthcare Establishment(s)” mans the hospitals, medical and health centers which have collaborated with ECL to make available ECL Services at the respective hospital, medical and health center

2. MODIFICATIONS TO GTC

2.1

You agree that ECL at its sole discretion may revise these General Terms and Conditions at any time without assigning any reasons therefore and you agree to be bound by all such revisions made by ECL from time to time. It is your responsibility to periodically review the latest version of the General Terms and Conditions uploaded on the ECL official website (www.echannelling.com) (the ‘Website’) to stay informed of updates and revisions. You undertake to reread the General Terms and Conditions on the Website on a regular basis. You will be subject to, and will be deemed to have been made aware of and to have accepted, the changes in any revised General Terms and Conditions by your continued use of the Services after the date such revised General Terms and Conditions are posted. You hereby waive any right to receive specific notice of such changes/revisions. If you do not accept the changes, you should not use the Services.

3. USE OF SERVICE

3.1

You shall strictly use the Services only in accordance with the provisions of the Agreement.

3.2

ECL Services are available only at the Healthcare Establishments published on the ECL Website and updated by ECL from time to time.

3.3

You shall ensure that all information you furnish to avail the Services are true, accurate, complete and up-to-date. You shall not obtain the Services through impersonation or by furnishing incorrect or false information.

3.4

You shall ensure that you have the required equipment and connectivity (including but not limited to) to access and use the Services.

3.5

You shall bear the full responsibility for the usage of the Services and any charges whatsoever incurred through the use of the services.

3.6

You shall not do or permit any third party to do any of the following;

Use the Services for any unethical, obscene, defamatory, scandalous, nuisance or any illegal activity or purpose.

Use the Services through unauthorized interfaces or protocols;

Use the Service to transmit any content that is abusive, pornographic, violent, racist, discriminatory, offensive, vulgar, obscene, defamatory, invasive of personal privacy, harassing, threatening, or otherwise objectionable;

Translate, reverse-engineer, reverse compile, decompile, disassemble, or modify the Services or make derivative works from the Services;

Translate, reverse-engineer, reverse compile, decompile, disassemble, reformat or modify the ECL System or make derivative works from the ECL System;

To sub-license, re-sell or re-distribute the Services, in whole or in part.

To interfere or tamper or to attempt to interfere or tamper with the integrity or security of the Services and/or the ECL System.

Take any action that imposes an unreasonable or large load on ECL System;

Upload invalid data, viruses, worms, or other harmful software to the Services and/or to the ECL System;

Use automated means, including spiders, robots, crawlers, data mining tools, or the like to download data from the ECL System, unless expressly permitted by ECL;

Use the Services in a way that disables the Services or prevents or inhibits anyone from using the Services; or

Impersonate any person or entity in order to use, or through use of, the Services.

4. PRICING

4.1

You understand that your use of the Services shall be subject to charges.

4.2

You agree that the Healthcare Establishment has the right to determine and revise the Healthcare Establishment’s fee, the medical practitioner’s fee and the fee applicable for Medical check-ups.

4.3

ECL reserves the right, at any time and at its sole discretion to revise the ECL Service Fee without any notification to the Customer. ECL may publish changes to ECL’s Service fee on its Website.

4.4

The Customer is required to bear all taxes and levies applicable on the Services availed by the Customer.

5. CANCELLATION OR RE-SCHEDULING AN APPOINTMENT

5.1

If you are unable to honour the scheduled appointment you shall promptly notify the Healthcare Establishment.

5.2

If you wish to reschedule a scheduled appointment you shall directly contact the Healthcare Establishment which shall have the sole discretion to determine whether to reschedule the scheduled appointment. As part of rescheduling the appointment the Healthcare Establishment may charge an extra fee from you.

5.3

If you have not opted for the No Show Refund Service of ECL but wish to cancel the scheduled appointment you shall directly contact the Healthcare Establishment which shall have the sole discretion to determine whether to refund the Healthcare Establishment’s fee and/or the medical practitioner’s fee. Even if you have opted for the No Show Refund Service of ECL the Healthcare Establishment’s fee, the medical practitioner’s fee and ECL Service Fee will be refunded to you ONLY if you inform ECL that you wish to cancel the scheduled appointment before the session start time and comply with all other terms and conditions and procedures applicable for the No Show Refund Service of ECL.

5.4

In the event of the medical practitioner canceling an appointment, the Healthcare Establishment will give a fresh appointment or shall refund the Healthcare Establishment’s fee and the medical practitioner’s fee according to the Healthcare Establishment’s rules and regulations. Provided however if you have opted for the No Show Refund Service of ECL the Healthcare Establishment’s fee, the medical practitioner’s fee and ECL Service Fee will be refunded to you provided you have acted in compliance with the terms and conditions and procedure relating to the No Show Refund Service of ECL.

5.5

ECL Service Fee is non-refundable. ECL Service fee is not refundable even if the scheduled appointment is subsequently cancelled or rescheduled. This is due to the reason that ECL is a company engaged in providing channeling services and provides its channeling services to the Customer in consideration of the ECL Service Fee paid by the Customer. Therefore, if the channeled appointment is subsequently cancelled due to any reason subsequently, ECL would have already provided its services to the Customer by channeling the doctor at the Customer’s request or providing an appointment number to the Customer to undergo a medical check-up at a Healthcare Establishment at the Customer’s request. ECL Service is not a cost free service to ECL and various cost are involved in providing the ECL Service to the Customer which without limitation includes infrastructure maintenance cost, call center operation and administration cost, network usage cost etc. Provided however if the Customer has availed the No Show Refund Service of ECL, the ECL Service Fee will be refunded to the Customer subject to the terms and conditions applicable for the No Show Service and the Customer’s compliance with the same.

5.6

ECL bears no responsibility for delays in medical practitioners attending scheduled sessions or for failure of the medical practitioner to attend the scheduled session. The same should be directly dealt with the Healthcare Establishment.

5.7

Rescheduling and cancellation of Scheduled appointments and refunds (in case ECL No Show Refund Service does not apply) will be facilitated or done by the Healthcare Establishment at its sole discretion in accordance with its respective rules and regulations and ECL bears no liability for the same.

5.8

If in the event the Customer has not opted for the ECL No Show Refund Service or has opted for the No Show Refund Service but has failed to comply with the terms and conditions and/or procedure relating thereto, it shall be the responsibility of the Customer to directly liaise with the Healthcare Establishment to obtain a refund. If the Healthcare Establishment agrees to a refund, the refund should be collected by the Customer directly from the respective Healthcare Establishment. The Customer cannot collect the refund from ECL, ECL agents through which the channeling was done or through any bank.

5.9

For some "selected hospitals" online transfer refunds are available. However, the customer same mobile number that was used to make the appointment should be presented when requesting online refunds. Any other terms and conditions are subject to change.

5.10

ECL No Show Refund Service (NSR)

5.10.1

The NSR Service will be available in the following two instances:

If the Customer decides to cancel the scheduled appointment

If the medical practitioner fails to attend the session

5.10.2

The No show refund claim request of the Customer will be accepted only if the Customer has complied with the following procedure:

Claim requests need to come before the session start time and the refund will be made in two (2) working days.

The Claim requests will not be accepted after the session start time and ECL is not liable for any refunds pertaining to Customer’s appointment after this time.

No show refund claim can be requested online or by calling ECL call center (Hotline number - 0710 225 225)

The No Show Refund fee is non-refundable and if the Customer is unable to comply with the above procedure, the Customer should not opt for the NSR service and/or pay the applicable fee relating thereto

5.10.3

The refund will be limited to the following;

Doctor's fee

Hospital’s fee

ECL Service Fee

5.10.4

No show refund service does not include the refund of any other fee which is not specified above.

5.10.5

A charge of Rs.275/- net is applicable for this service.

5.10.6

Foreign patients will not be able to obtain NSR if they cannot provide a local Bank account number, due to foreign remittance regulations of Sri Lanka.

5.10.7

The No Show Refund Service does not include the following:

The No Show Refund Service does NOT facilitate the Customer to reschedule an appointment.

The No Show Refund Service does NOT include ECL instructing the Healthcare Establishment(s) to cease and/or refrain from sending reminders (via calls, SMS or other means) to the Customer of the scheduled appointment. The Customer should duly inform the Healthcare Establishment(s) that he/she intends to cancel the scheduled appointment and should instruct the Healthcare Establishment to cease sending reminders to the Customer if the Customer so desires.

The No Show Refund Service does NOT include any service which is not explicitly undertaken by ECL in this GTC.

5.10.8

The ECL No Show Refund Service (NSR) is available only for channeling appointments placed through ECL for consultation of selected doctors, specialists and consultants visiting selected Healthcare Establishments.

5.10.9

The ECL No Show Refund Service (NSR) is NOT available for any appointments placed through ECL for medical check-ups, PCR Testing, Rapid Antigen tests and/or any other medical examinations and/or testing. Refunds pertaining to medical check-ups, PCR Testing, Rapid Antigen tests and/or any other medical examinations and/or tests are not handled by ECL. The Customer should directly contact the Healthcare Establishment and obtain the refund from the Healthcare Establishment and ECL is not responsible for the same. In such situations the ECL Service Fee will not be refunded.

5.11

ECL Running Number Service

The following additional terms and conditions apply for ECL Running Number Service;

5.11.1

The Customer is required to check the running number by accessing the 'Running Number' feature on the ECL Website or the ECL Mobile App. In order to view the ongoing number, the Customers has to first register as a member and thereafter login to the ECL Website or ECL Mobile Application to view the ongoing number.

5.11.2

ECL shall not be responsible for the accuracy of the Running Number displayed on the ECL Website or the ECL Mobile App. The accuracy and completeness of the running number would be dependent on the information entered into the System by Healthcare Establishment during the session.

5.11.3

ECL Running Number Service is currently provided free of charge to the Customers who place the appointment for the session through ECL.

5.11.4

The ECL Running Number Service is available only in Healthcare Establishments in which the running number system has been installed and operated.

6. CHANGES TO THE SERVICES

6.1

ECL reserves the right to change, modify, update, upgrade, suspend or discontinue the Services in its entirety or any portion thereof at any time without any notification to you.

6.2

ECL reserves the right to amend and update the list of Healthcare Establishments without any notification to the Customer.

6.3

ECL has the right to assign any rights, licenses, or obligations arising out of or relating to this Agreement and the Services without any restriction and without any notification to the Customer.

7. INTELLECTUAL PROPERTY

7.1

All forms of intellectual property rights and protections that may be obtained for, or may pertain to, the ECL System and the ECL Services including without limitation, all right, title and interest arising under Sri Lankan law and the laws of other countries to all (a) patents and filed, pending or potential applications for patents including any re-issue, re-examination, division, continuation or continuation-in-part applications throughout the world now or hereafter filed and (b)trade secrets and equivalent rights and (c) copyrights, other literary, property or author’s rights, whether or not protected by copyright or as a mask work and (d) proprietary indicia, tradenames, symbols, logos and brand names; shall belong to and exclusively vest with ECL and its licensors. (hereinafter collectively called the “Intellectual Property Rights”)

7.2

The Customer undertakes not to cause or permit any action that may damage the Intellectual Property Rights of ECL or endanger ECL’s title to its Intellectual Property Rights. The Intellectual Property Rights of ECL shall remain with ECL and its licensors and no right or license whatsoever, either expressed or implied is granted to the Customer pursuant to this Agreement;

7.3

ECL Services and ECL System shall not be used, copied, reproduced, distributed, transmitted, broadcast, displayed, sold, licensed, or otherwise exploited for any other purposes whatsoever without the prior written consent of ECL.

7.4

This Clause 7 shall survive the termination or expiry of this Agreement.

8. DATA PROTECTION AND PRIVACY

8.1

By using the Services, the Customer consents to ECL collecting, processing, storing and disseminating to third parties such personal data provided by the Customer or generated by ECL in the course of making the Services available to the Customer, for the following purposes:

Provision of Services to the Customer,

Market research and Customer-profiling based on usage and preferences for the purpose of initiating information, promotions and/or marketing campaigns associated with ECL’s Services unless the Customer has explicitly opted out,

Credit profiling of Customer to ascertain his/her creditworthiness,

Prevention and detection of fraud, money laundering and terrorist financing,

Compliance with applicable laws and regulations.

8.2

Customer consents to ECL sharing personal data of the Customer with the Healthcare Establishment to enable the Healthcare Establishment to contact the Customer and the Customer consents to being contacted by the Healthcare Establishment, for purposes of confirming the Customer’s appointment or for other reasons relating to the Customer’s appointment.

8.3

The Customer consents to receive promotional and informational SMS from ECL and/or from the respective Healthcare Establishment. The Customer may opt-out of this service by contacting ECL.

9. DISCLAIMERS AND LIMITATION OF LIABILITY

9.1

ECL Services and ECL System are made available "as is" or "as available" and ECL, its directors, employees and agents do not make any representation or warranty, express or implied in relation to the Service quality, availability, security, timeliness, accessibility, uninterrupted use, accuracy, speed or completeness, merchantability, satisfactory quality, non-infringement or fit for the particular purpose of a Customer.

9.2

ECL does not guarantee that Customers will be able to access the Services at all times or places, that the ECL Services and ECL System will have adequate capacity for all users, or that the ECL Services and ECL System will be operable/compatible with the Customer’s equipment.

9.3

ECL shall not be liable in any manner whatsoever to the Customer in respect of any loss or damage (including consequential loss or damage) however caused, which may be suffered or incurred or which may arise directly or indirectly in respect of the Service, or the failure or omission on the part of ECL.

9.4

ECL disclaims responsibility and liability for any damages, loss, pain, mental distress or suffering incurred or experienced by a Customer or by any third as a result of the Services.

9.5

The Customer is responsible for the Customer’s use of the Service and the Customer agrees that the Service is used at the Customer’s risk.

9.6

ECL is only providing a channeling service and is not the Healthcare Establishment or the medical practitioner providing health services to the Customer and therefore ECL has no control over the services or decisions taken by the Healthcare Establishment and the medical practitioners. Accordingly, ECL disclaims all liability

9.6.1

For the services provided by Healthcare Establishments

9.6.2

For the services provided by medical practitioners.

9.6.3

For the actions and omission of Healthcare Establishments and medical practitioners including medical negligence

9.6.4

For any cancellation or rescheduling of appointments

9.6.5

For any decision taken by the Healthcare Establishment to refuse or allow the Customer to cancel or reschedule appointments or refund any payments to the Customer

9.6.6

For any reminders (by call, SMS or other means) sent and/or made by the Healthcare Establishment(s) to the Customer reminding the Customer of the scheduled appointment;

9.6.7

Any inconvenience, mental distress and/or financial loss caused and/or suffered by the Customer due to the actions and/or omissions of the Healthcare Establishment(s) and/or medical practitioner(s);

9.7

ECL does not warrant, endorse, guarantee, or assume responsibility for any product or services provided, advertised or offered by Healthcare Establishments and medical practitioners or any product or services provided, advertised or offered through any website linked or features in the ECL Website.

9.8

Unless otherwise explicitly stated, the inclusion of any hypertext links to the ECL Website does not imply any endorsement by ECL of the material on such website or the services provided from such website or any association with the owners or operators of such website.

9.9

ECL shall under no circumstances whatsoever be liable to the Customer or to any third party for any indirect damages, consequential damages, special damages, incidental damages, punitive damages, loss of profit, loss of revenue, and the like under or in connection with this Agreement. Similarly, liability for corruption, destruction, breach or loss of any data is likewise excluded. Notwithstanding anything to the contrary, ECL’s total and aggregate liability under this Agreement shall be limited to Fifty percent (50%) of the total ECL Service Fee (excluding taxes) paid by the Customer to ECL in respect of the particular appointment which is the subject matter of the dispute.

9.10

The disclaimers in this clause 9 and the liabilities limited by the foregoing Clause 9.9 apply:

To liability for negligence;

Regardless of the form of action whether in contract, tort, strict liability, indemnity or otherwise;

Even if ECL is advised in advance of the possibility of damages in question or that the damages were foreseeable, and

Even if the Customer’s or a third party’s remedies fail of their essential purpose.

9.10

If applicable law limits the application of the provision of this clause 9, ECL’s liability will be limited to the maximum extent possible.

9.10

The Customer shall be responsible for all damages, losses, claims and liabilities whether direct, indirect or consequential and loss of revenue and loss of profits suffered by ECL as a result of the breach by the Customer of this Agreement.

9.10

This Clause 9 shall survive the termination or expiry of this Agreement.

10. INDEMNITY

10.1

The Customer shall indemnify and hold harmless ECL, and its holding company, subsidiaries, affiliates, successors, assigns, and its officers, directors, shareholders, employees and agents from and against any and all claims, losses, damages, liabilities, demands, suits, proceedings, costs, expenses, actual or alleged arising out of and/or in any way connected with

breach of any representation, warranty, term or condition in this Agreement by the Customer or

any illegal or unauthorized activity, breach of statutory obligation carried out by the Customer or

any claims, demands and/or allegations of fraud, duplication, malpractice committed by the Customer or

any claims and/or allegations of infringement of intellectual property rights of any third party by the Customer.

In the event of any such action being brought against ECL by any third party, the Customer shall compensate ECL in respect of all expenses and losses arising out of the same, inclusive of any indirect and consequential damages, legal costs and any cost of settlement to which ECL shall enter into with such third party.

10.2

This Clause 10 shall survive the termination or expiry of this Agreement.

11. TERMINATION OF THE SERVICES

11.1

Without prejudice to the rights accrued to ECL under this Agreement, ECL may suspend or disconnect the Customer’s access to the Service partially or fully due to non-payment of amounts payable in respect of the Services.

11.2

Without prejudice to the rights accrued to ECL under this Agreement, ECL may suspend or disconnect the Customer’s access to the Service partially or fully if the Customer in ECL’s opinion has misused the Services or has breached any of the terms and conditions in this Agreement.

11.3

ECL reserves the right to suspend or cancel the Services without adducing any reasons thereof and without any compensation to Customers or any third party.

11.4

ECL reserves the right to refuse Customer’s to access ECL Services without assigning any reasons thereof.

11.5

The provisions of clause 9, clause 11.5, clause 11.6, all representations and warranties, and ECL’s rights and remedies in this Agreement and any other clause which by its nature or context is intended to survive shall survive expiry or termination of this Agreement.

11.6

Termination or expiry of this Agreement shall be made without prejudice to the accrued rights and liabilities of the parties at the date of termination or expiry, unless waived in writing mutually by the parties.

12. MISCELLANEOUS :

12.1

Confidentiality: The Customer shall keep in strict confidence all information obtained from ECL irrespective of whether the information is marked as Confidential or with a similar legend.

12.2

Assignment: The Customer shall not assign or transfer his/her rights and obligations under this Agreement without the prior written approval of ECL. ECL has the right to assign any rights, licenses, or obligations arising out of or relating to this Agreement and the Services without any restriction and without any notification to the Customer.

12.3

No Waiver: No decision of ECL to refrain from exercising or enforcing, or failure to exercise or enforce, its rights under any provision of this Agreement shall constitute a waiver thereof, or a waiver of the right of ECL to enforce any other provision of this Agreement, and no waiver by ECL of any violation of any provision or stipulation of this Agreement shall be deemed to be a waiver of any violation of any other provision or stipulation thereof.

12.4

Amendments. This Agreement is subject to change from time to time by ECL at its sole discretion and the Customer undertakes to abide by such changes.

12.5

Severance:

If a court or any other competent authority finds that any provision of the Agreement (or part of any provision) is invalid, illegal or unenforceable, that provision or part-provision shall, to the extent required, be deemed deleted, and the validity and enforceability of the other provisions of the Agreement shall not be affected.

If any invalid, unenforceable or illegal provision of the Agreement would be valid, enforceable and legal if some part of it were deleted, the provision shall apply with the minimum modification necessary to make it legal, valid and enforceable.

12.6

No partnership: Nothing in this Agreement is intended to, or shall be deemed to, constitute a partnership or joint venture of any kind between any of the parties, nor constitute any party the agent of another party for any purpose. No party shall have authority to act as agent for, or to bind, the other party in any way.

12.7

Set off : ECL reserves the right to set off any outstanding payments due for the Service from any other contract entered into between ECL and the Customer and to recover the outstanding payment due from another contract from the amounts paid by Customer under this Agreement;

12.8

Governing law and jurisd iction:The Agreement, and any dispute or claim arising out of or in connection with it or its subject matter or formation (including non-contractual disputes or claims), shall be governed by, and construed in accordance with, the law of Sri Lanka, and the parties irrevocably submit to the exclusive jurisdiction of the courts of Sri Lanka.

12.9

ECL reserves all rights not expressly granted in this Agreement.

13. Membership Terms and Conditions for eChannelling Rewards :

13.1

The membership of the eChannelling Rewards Loyalty Program is open to any eChannelling member bearing the web or mobile app.

13.2

eChannelling Rewards membership will be offered based on a mobile number and can be registered via downloading the (app link) web/app.

13.3

eChannelling Rewards Loyalty Program is a property of eChannelling PLC (ECL), having right to introduce, decline and withdraw the loyalty program anytime OR terminate the eChannelling Rewards Loyalty Program without prior notice.

13.4

One (01) eRewards Point is equivalent to Rs. 100 (Hundred Rupees).

13.5

Points can be earned by simply using eChannelling services via Web or App as an eChannelling General/ premium member. Any transaction done as a guest won’t be entitle for the member points.

13.6

Accumulated points can be redeem, while logged in to the member account via web or app.

13.7

Points accumulated have a validity period of minimum one year and the points exceeding the said period will expire on 31st December.

13.8

Points accumulated cannot be exchanged for cash and cannot be pooled with any other eChannelling Rewards Member.

13.9

Points are not awarded for any purchase made before the eChannelling Rewards Membership is granted.

13.10

Offers on the eChannelling Rewards Program cannot be combined with any other ongoing promotion.

13.11

There is no minimum balance to be maintained to obtain the service. However, if the appointment fee only contains the eChannelling service fee, he/she can redeem up to 90% of the total fee, or a minimum transaction value of LKR 10 has to be maintained during the transaction.

13.12

Reversal of redeemed points are not facilitated. Under no circumstances cash will be exchanged for the amount of such redeemed points.

13.13

The information provided in the registration form will be utilized to communicated to eChannelling Rewards Member on promotions and offers executed by the loyalty program.

13.14

eChannelling Rewards Member shall notify ECL of any change of personal details, the mobile number in particular, at the first reasonable opportunity after such change. Customer has to contact eChannelling Hot line (0710 225 225) or email info@echannelling.com to inform such changes.

13.15

This agreement is governed by and shall be construed in accordance with the laws of the Republic of Sri Lanka.

13.16

eChannelling Rewards Member’s privileges and rights to enjoy the offers are governed by the terms and conditions here under and such terms and conditions laid down by the participating establishments. Failure to comply with such terms and conditions shall result in the refusal of such offers by the participating establishments, and/ or the cancellation of the Membership by ECL.

13.17

The standard terms and conditions of the eChannelling Loyalty program shall be applicable.