Consult Delivery Policy for Reopine
Last Updated: August 25, 2025
This Consult Delivery Policy supplements ReOpine’s Terms & Conditions to ensure full compliance
with the DPDP Act 2023, NMC Telemedicine Guidelines, Consumer Protection Act 2019, and IT Rules
2021.
1. Overview of Consult Delivery
• Purpose: Consults provide informational opinions only—no doctor-patient relationship is
established with ReOpine.
• Formats:
• Virtual Consults via secure in-app video/audio/chat platform.
• In-Person Consults at the Doctor’s registered clinic, where available.
• Scope: Consults do not replace primary or emergency care; limited to User-provided
information and Doctor’s expertise.
2. Scheduling a Consult
2.1 Booking Process
• Users must complete mandatory patient identification verification as per NMC
Telemedicine Guidelines before booking.
• Log into your Reopine account, select a specialty (e.g., Cardiology, IVF), choose a Doctor, and
request for ‘Regular’ or ‘Express’ consult.
• Pay the mentioned fee via secure gateway.
• Upload records at least 24 hours prior, if any.
2.2 Confirmation
– Confirmation email & in-app notification within 1 hour of payment.
– Secure join link/code delivered 30 minutes before virtual Consult.
2.3 Rescheduling
• Reschedule up to 24 hours before Consult
• Fees & timelines follow ‘Cancellation & Refund Policy’ (https://reopine.com/cancellation-
refund/ ).
3. Preparing for a Consult
• User: Ensure all records uploaded at least 24 hours in advance; test device and internet
connection (Minimum requirement 5 Mbps) before Consult.4. Conducting a Consult
4.1 Duration
• Virtual Consults: up to 15- 20 minutes.
• In-Person Consults: per clinic norms
4.2 Process
• Join via secure in-app interface.
• Sessions recorded with explicit User consent for quality assurance, per DPDP Act.
4.3 Limitations
• No physical exam or tests unless arranged offline by Doctor.
• Outcomes depend on completeness and accuracy of User-provided data.
5. Post-Consult Delivery
5.1 Summary Report
• Doctor must upload summary (opinion, recommendations, e-prescription) within 6 hours (or
immediate in case of Express consult) post consultation.
5.2 Follow-Up
• No auto follow-ups. New Consult needed for additional queries.
• Doctor may schedule complimentary 5-minute brief follow-up within 48 hours for
clarifications.
5.3 Feedback
• Users may rate/review within 15 days (previously 7 days); feedback anonymized and shared
with Doctors.
6. Delivery Issues & Resolutions
6.1 Delays
• If Doctor is > 15 minutes late, User may reschedule or request full refund.
6.2 Technical Failures
• Platform failures → free reschedule or full refund.
• User-side issues remain User’s responsibility.
6.3 Non-Delivery
• Doctor no-show → full refund OR Express Consult rebooking within 48 hours, basis doctor’s
availability.
7. User Conduct
• Respectful, relevant behaviour required.
• Harassment, abusive language, or off-topic content → Consult termina on and forfeiture of
refund.
• Offenses recorded in User’s compliance history; repeated violations may lead to account
suspension.
8. Compliance & Data Protection
• All recordings and medical data handled per DPDP Act with explicit consent, encryption, and
data retention of 180 days.
• Users’ data rights (access, correction, erasure) apply to Consult records.
• Vendors and third-party tools must meet ReOpine’s security standards.
9. Grievance Redressal
• Acknowledgment within 24 hours; resolution within 15 business days, per IT Rules.
• Contact support@reopine.com; escalate to CCPA or consumer forum if unresolved.
10. Miscellaneous
• ReOpine may update this Policy; significant changes notified via email or in-app alerts.
Continued use indicates acceptance.
For queries: support@reopine.com.