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Terms of Service

Medikue — Smart OP Orchestration Platform

Last updated: 17 May 2026
Version: 1.0

These Terms of Service (“Terms”) govern access to and use of the Medikue platform, including the patient mobile application, hospital staff dashboards, administrative portals, APIs, lobby displays, and related services (collectively, the “Platform”).

Medikue is the product name and brand for services operated by Longbyte Software Private Limited (“Longbyte”, “we”, “us”, “our”), a company incorporated in India. In these Terms, “Medikue” means the Platform and related services offered under that brand by Longbyte.

By accessing or using the Platform, you agree to these Terms with Longbyte. If you do not agree, do not use the Platform.

1. Definitions

  • Patient — an individual booking or attending an outpatient visit through the Platform.
  • Hospital — a healthcare facility onboarded to Medikue.
  • Hospital staff — authorised employees or agents of a Hospital using staff tools.
  • Super Admin — Longbyte-authorised personnel operating the central administration portal.
  • Session — a scheduled outpatient queue window for a doctor.
  • Token — a virtual queue position linked to a visit.
  • Booking — a patient reservation for one or more seats in a session.
  • Platform fee — Medikue’s non-refundable convenience fee.
  • Consultation fee — the hospital’s fee for the clinical visit, collected through the Platform where pre-payment is enabled.

2. The service

Medikue provides queue orchestration and booking technology for outpatient departments. We are not a hospital, clinic, insurer, or medical practitioner. Clinical care, diagnosis, treatment, and medical records (except as stored for Platform features) are the Hospital’s responsibility.

The Platform may include:

  • Digital booking and seat selection (up to 3 seats per booking where enabled).
  • Virtual tokens and QR check-in.
  • Live queue tracking and estimated wait information.
  • Payments via Razorpay (platform fee + optional consultation fee pre-payment).
  • Notifications (push and SMS).
  • Hospital staff tools for queue management, session configuration, and cancellations.

Features may change, be limited by Hospital configuration, or require active Razorpay linked-account status for payments.

3. Eligibility and accounts

Patients

  • You must provide accurate information and maintain control of your phone number for OTP login.
  • You must have legal capacity to contract, or use the Platform through a parent/guardian who accepts these Terms on your behalf.
  • One booking must not misrepresent identity or payment authority.

Hospital staff and administrators

  • Access is granted by the Hospital and Medikue. You must keep credentials confidential and use the Platform only for authorised operational purposes.
  • Hospitals are responsible for staff conduct and compliance with applicable healthcare regulations.

Super Admin

  • Restricted to Medikue-authorised personnel.

4. Bookings, queue, and conduct

4.1 Availability — Booking is subject to session capacity, Hospital rules, and system limits (including an advance booking horizon of up to 90 days).

4.2 Check-in — Attendance is confirmed when Hospital staff scans your token QR or accepts check-in per Hospital process. Queue position and estimated wait are estimates, not guarantees.

4.3 Fair use — You must not abuse the queue, interfere with other patients, forge QR codes, or attempt to manipulate payments or refunds.

4.4 Hospital authority — Hospitals may reorder queues (with logged reasons where required), call patients, mark consultations complete, mark no-shows, cancel sessions, and apply their operational policies within the Platform’s technical constraints.

4.5 No age-based queue priority — Medikue does not guarantee or implement special queue priority based on age, paediatric status, or elderly status. Any clinical prioritisation is at the Hospital’s discretion outside automated priority rules.

5. Payments

5.1 Processor — Payments are processed by Razorpay. Card/UPI/netbanking terms of Razorpay also apply.

5.2 Merchant of record — Medikue is the merchant of record for patient charges. Consultation fees are transferred to Hospital linked accounts via Razorpay Route subject to hold and settlement rules described in the Refund Policy.

5.3 Platform fee — The platform convenience fee is disclosed at checkout and is non-refundable in all circumstances.

5.4 Consultation fee — Refundability depends on cancellation type and timing; see the Refund Policy.

5.5 Taxes — Fees may be subject to applicable taxes. Hospitals are responsible for their own tax compliance on consultation income.

5.6 Failed payments — If payment fails, your booking may not confirm. Do not assume a slot is reserved until the Platform shows confirmation.

6. Cancellations and refunds

Cancellation and refund rules are detailed in the Refund Policy, incorporated by reference. Key points:

  • Patient self-cancel requires all tokens on the booking to remain pre-check-in.
  • Hospital session cancellation refunds pre-check-in bookings; active visits may not receive automatic refunds.
  • No-show and completed visits do not qualify for consultation fee refunds.

7. Communications

You consent to transactional SMS and push notifications (booking, queue, cancellation, refunds). Marketing messages, if any, will follow separate consent requirements.

Walk-in patients may receive SMS when staff provide a phone number; hospitals may register anonymous walk-ins without PII.

8. Intellectual property

The Platform, software, branding, and documentation are owned by Longbyte or its licensors. We grant you a limited, non-exclusive, revocable licence to use the Platform for its intended purpose. You may not reverse engineer, scrape, or resell the service.

9. Privacy

Our Privacy Policy describes personal data practices. By using the Platform, you acknowledge that policy.

10. Disclaimers

See the Disclaimer. The Platform is provided “as is”. Clinical outcomes are not guaranteed. Estimated wait times are informational.

11. Limitation of liability

To the maximum extent permitted by law:

  • Medikue is not liable for medical malpractice, clinical negligence, or Hospital acts/omissions.
  • We are not liable for indirect, incidental, special, or consequential damages, or lost profits.
  • Our aggregate liability for Platform-related claims shall not exceed the platform fees you paid to Medikue in the twelve (12) months before the claim, or ₹5,000, whichever is greater.

Some jurisdictions do not allow certain limitations; in those cases, limits apply to the fullest extent permitted.

12. Indemnity

You agree to indemnify Medikue against claims arising from your misuse of the Platform, violation of these Terms, or infringement of third-party rights, except where caused by Medikue’s wilful misconduct.

Hospitals agree to indemnify Medikue for claims arising from clinical services, staff actions, and inaccurate fee configuration, except where caused by Medikue’s wilful misconduct.

13. Suspension and termination

We may suspend or terminate access for fraud, abuse, legal requirements, or non-payment. Hospitals may lose booking capability if Razorpay onboarding is incomplete or suspended.

Upon termination, provisions that by nature survive (fees owed, liability limits, dispute resolution) remain in effect.

14. Governing law and disputes

These Terms are governed by the laws of India. Courts at [City, State — placeholder] shall have exclusive jurisdiction, subject to mandatory consumer protections.

We encourage contacting support before formal disputes. (Arbitration clause to be added by Legal if required.)

15. Changes

We may modify these Terms. Continued use after notice constitutes acceptance where permitted by law. Material changes will be notified through the Platform or registered contact methods.

16. Contact

Support and legal: support@medikue.com

Legal counsel should review before external publication.