These Terms and Conditions (“Terms”, “Agreement”) constitute a legally binding agreement between Esperanza Medical Platform Private Limited, operating fertility and reproductive health centres, digital platforms, and telemedicine applications under the brand “PLURO”(“Company”, “we”, “our”, “us”), and any person (“you”, “your”, or “User”) who accesses or uses our websites, mobile applications, patient portals, tele consultation systems, or related online/offline services (collectively, the “Services”) within India.

By using our Services, you acknowledge that you have read, understood, and agree to be bound by these Terms, along with our Privacy Policy and Refund & Cancellation Policy, each incorporated herein by reference.

Services & Eligibility

• Our websites and apps provide Services and information about fertility healthcare, including IVF/ART treatments, clinician details, clinic locations, appointment booking, counselling and patient support, and teleconsultation.
• Certain services (such as teleconsultation, patient portals, or treatment bookings) may be restricted to users in India and may require verification of identity, contact information, and explicit consent before use.
• By using our Services, you confirm that you are at least 18 years old or accessing under the supervision and consent of a parent/guardian and physician in accordance with law.

Medical disclaimer

• Content on our websites is for informational and educational purposes only. It should not be considered medical advice.
• Only a Registered Medical Practitioner (RMP) can provide professional medical advice, diagnosis, or treatment.
• Teleconsultations are provided by licensed RMPs and follow the Telemedicine Practice Guidelines.
• As with all medical treatments, the success of IVF/ART depends on multiple clinical and biological factors (such as age, ovarian reserve, sperm health, prior fertility history), Pluro does not guarantee success or results.

Appointments, Payments, Refunds & Invoices

• By booking an appointment or package, you authorize us and our RBIregulated payment partners to process payments, invoices, and receipts.
• Refunds, cancellations, and rescheduling are subject to our Refund & Cancellation Policy (available at the time of booking/checkout).
• All invoices comply with applicable GST and Indian tax laws.
• For grievances related to consumer services/payments, our Grievance Redressal Officer will respond within the timelines required under the Consumer Protection (ECommerce) Rules, 2020.

Account Responsibilities

• If you create a patient account or portal login, you must safeguard your login credentials and are responsible for all activities done through your account.
• Notify us immediately of any unauthorized access or suspected security breach. Pluro is not liable for losses arising from compromised account security.

Patient Responsibilities

Patients agree to:

• Provide accurate, complete and up-to-date information, including medical history and prior treatments.
• Obtain and provide all required consents/approvals mandated under the ART Act, 2021 and the Surrogacy (Regulation) Act, 2021 when applicable.
• Follow the recommended clinical advice and treatment plan of their physician.
• Use teleconsultation platforms responsibly and lawfully.​​

Regulatory compliance for IVF & ART Services

• Our clinics are registered and operate in line with applicable laws, including:
• • Assisted Reproductive Technology (Regulation) Act, 2021 & Rules, 2022
  • Surrogacy (Regulation) Act, 2021
  • Clinical Establishments Act (where applicable at State level)
• We are legally required to maintain and submit ART/IVF patient and donor records to the National Registry and comply with recordretention and privacy obligations.

Content & Intellectual property

• All site content, including text, graphics, images, clinic branding, software, and logos, are the property of Pluro or licensed providers and protected under Indian copyright, trademark, and IP laws.
• You may not modify, reproduce, distribute, or exploit content without prior written approval.

User Submissions & Testimonials

If you submit reviews, questions, testimonials, feedback or suggestions, you grant Pluro a non-exclusive, worldwide, royalty-free licence to use, reproduce, and display such content for marketing and service improvement, subject to your privacy rights. Pluro does not endorse user-submitted content and is not responsible for claims arising from such submissions.

Third-party Services

• Our site and apps may link to third-party providers (labs, diagnostic centres, payment gateways, maps, chat tools).
• We are not responsible for the practices, content, or policies of these services. Please read their terms of use and privacy policies before using them.

Disclaimers & Website Usage

• Pluro does not warrant that the Website or Services will be uninterrupted, error free, virus-free, or compatible with all devices.
• All materials, media, and resources are provided “as is”. Pluro disclaims warranties of merchantability, fitness for purpose, or accuracy to the fullest extent permitted by law.
• The existence of links to third-party websites does not imply endorsement of their content or views.

PCPNDT Act Compliance

• PLURO strictly complies with the Pre-Conception and Pre-Natal Diagnostic Techniques (Prohibition of Sex Selection) Act, 1994.
• Any display or promotion of sex-selection content on PLURO platforms is illegal, unauthorized, and subject to removal. Users are requested to report such content immediately.

Video & Media Disclaimer

• Videos, images, and other media are for informational and awareness purposes only and do not substitute professional medical advice.
• Pluro disclaims liability for any direct, indirect, incidental, or consequential damages arising from use of such media.

Limitation of Liability

To the maximum extent permitted by Indian law, Pluro is not liable for indirect, incidental, or consequential damages arising from your use of the site or services. Nothing in these Terms limits liability for death or personal injury caused by negligence, or liabilities that cannot be excluded under applicable law.

Indemnity

You agree to indemnify and hold harmless Pluro, its affiliates, doctors, staff, and partners against any claims, damages, or expenses arising from your:

• Violation of these Terms
• Misuse of our Services
• Breach of applicable legal/medical requirements.

Force Majeure

Pluro is not liable for failures or delays caused by events beyond its control, including natural disasters, strikes, pandemics, government actions, or technical outages.

Data Protection & Privacy

Use of our services is also governed by our Privacy Policy, which sets out how we collect, process, store and safeguard personal data and your rights under the applicable laws

Governing Law & Jurisdiction

These Terms are governed by the laws of India. Courts at Mumbai will have exclusive jurisdiction.

Contact & Grievance Redressal

For any queries, feedback, or grievances related to these Terms:

Pluro Legal & Compliance Team
Email: legal@pluro.in
Grievance Officer: Pluro, [contact@pluro.in] (see Privacy Policy for details).
Postal: 1^st Floor, One45 Business Bay, Vallabh Baug Ext Lane, Pant Nagar, Ghatkopar East, Mumbai 400075

Changes or Updates to Terms

We may update these Terms periodically; the “Effective date” will be revised, and material changes will be communicated on our website.