Terms & Conditions

Terms & Conditions · Version 1.0 · Prepared 10 September 2026 · Effective 1 September 2026. Oncology Mitra is operated by ZTS Global Ventures Private Limited (CIN U62090UP2026PTC247240 · GSTIN 09AADCZ0004D1ZU), E-1190, E Block, Rajajipuram, Lucknow, Uttar Pradesh 226017.

1. About these Terms

These Terms & Conditions (“Terms”) are an agreement between you and ZTS Global Ventures Private Limited (“the Company”, “we”, “us”), which operates Oncology Mitra (“OM”) — this website and the OM mobile application (together, “the Platform”). By creating an account, booking a service or otherwise using the Platform you accept these Terms.

These Terms work together with our Privacy Notice, Informed Consent, Refund & Cancellation Policy and Community Guidelines. Where they conflict, mandatory law prevails first, then any specific written agreement with you, then these Terms. No policy you have not been shown is incorporated.

2. Who may use the Platform

The Platform is for people aged 18 or above who can make an informed decision. Being a patient, or having a mental health condition, does not by itself mean a person cannot decide. You may ask for an explanation, translation or other support at any time. The Platform must not be used to obtain services for a child, or on behalf of another adult, without a properly established and lawful representative process.

You must provide accurate information when registering and keep it current. Your account is personal to you; do not share your login or one-time passcodes with anyone.

3. The nature of our services

Supportive, not medical

Oncology Mitra provides holistic support alongside cancer care: counselling, nutrition guidance, yoga and mindfulness, creative and sound-based therapies, wellness content, mood and journal features, and a moderated community. We do not diagnose, treat or cure cancer or any other medical condition, and nothing on the Platform is medical advice. Our services complement the care of your treating oncology team and never replace it. Always follow the advice of your treating doctor, and do not stop, delay or change any prescribed treatment on the basis of anything you read or hear through the Platform.

No promise of outcome

Access to the Platform is not a promise of diagnosis, a cure or a particular result. General wellness content, mood charts and journal prompts do not replace an individual clinical assessment.

Not an emergency service

Oncology Mitra is not an emergency service. In immediate danger in India, call 112 or seek emergency care. Journals, mood entries, community posts and notifications are not continuously reviewed and must never be treated as crisis messages.

4. Consent

Before first use you will be asked, separately, to accept these Terms, to acknowledge the Privacy Notice, and to consent to the collection and use of the account information needed to operate your account. Before each consultation, consent to that particular session is recorded, as described in our Informed Consent. Optional communications and any media or testimonial use are always separate choices that start switched off. A checkbox never replaces a professional's explanation.

5. Our professionals

Services are delivered by counsellors, psychologists, nutritionists and wellness experts (“Providers”) who are certified professionals engaged by the Company. Each Provider's title, qualifications and exact scope are shown or explained before your session. Counselling, clinical psychological services and general wellness have different scopes, and a Provider will work only within the scope they are legally entitled and competent to provide.

The Company is responsible for its Platform obligations. Each Provider is responsible for their own professional assessment, advice and conduct within the applicable relationship. Nothing in these Terms exempts either from responsibility for negligence or breach of law. You may stop a consultation, seek a second opinion or change Provider at any time.

6. Remote consultations

Sessions are delivered by video, voice or chat through the Platform's approved communications system. Remote delivery may limit physical examination, observation and emergency assistance, and in-person care may sometimes be more appropriate — your Provider will tell you if so. Connectivity failures and interruptions can occur; please use a private setting where possible, tell your Provider if anyone else is present, and agree a reconnection plan at the start. Camera and microphone permissions are used only as needed for the chosen service.

Consultations are not recorded. Neither the Company nor any Provider records, transcribes or applies AI analysis to a session without a separately explained lawful process and your specific informed consent. You must not record another participant without appropriate permission.

7. Programmes, sessions and payment

Support is offered as programmes — Mitra Pratham, Mitra Shakti and Mitra Sampoorna — each for a one-time fee covering a fixed programme period and the sessions listed for it, and as individual sessions priced per session. Programme fees are not recurring: they do not renew and there is no repeat billing. Fees, inclusions, session formats, cancellation and no-show rules and refund conditions are shown and confirmed in writing before you enrol or book. Please ask for clarification before paying. Programmes and sessions are purchased and managed inside the OM app, and payments are processed by our payment provider; we do not store your card details. Prices are shown in Indian Rupees.

At the end of a consultation you may be asked to share a consultation-end code. This records the Platform's completion process only. Share it only when the agreed session has actually concluded. Sharing the code does not mean you are satisfied, that the service succeeded, or that you waive any complaint, refund claim or other right. You may report an incorrect completion record. No Provider may demand the code before a session or obtain it by pressure.

Where a nutrition plan is included, your Provider will explain when and how it will become available. A completed consultation may be followed by a preparation period; a plan is not delivered while it is shown as preparing.

8. Cancellations and refunds

Cancellations, no-shows, interrupted sessions, Provider cancellations and refunds are governed by our Refund & Cancellation Policy, the terms shown to you before purchase, and applicable law. Any refund required by law will be provided regardless of how costs are allocated internally between the Company and a Provider.

9. Community and acceptable use

The OM Community exists to support people through a difficult time and is actively moderated. Your participation is governed by our Community Guidelines. In short: be kind, protect your own and others' privacy, and do not post medical misinformation, unproven cure claims, product promotion or anything encouraging someone to stop or delay treatment. Content you post publicly may be visible to other members and may be copied; do not publish confidential medical information there.

You must not, anywhere on the Platform:

• harass, abuse, discriminate against or exploit any person;
• impersonate anyone, or misrepresent your identity or qualifications;
• record, screenshot or redistribute another person's contribution without authority;
• enter another person's private information without an appropriate basis;
• attempt to access systems, data or accounts you are not authorised to access;
• use the Platform to promote products, services or unproven treatments; or
• interfere with the Platform's security or operation.

10. Content and intellectual property

The Platform, its design, text, graphics, software and the Oncology Mitra name and logo belong to the Company or its licensors. Wellness content, plans and materials are provided for your personal, non-commercial use during your entitlement period and may not be copied, sold or redistributed. Your own journal entries, mood records and other content remain yours; you grant us only the limited permission needed to store and display them to you and, where you choose, to your Provider.

We never use your consultation content, journals or mood entries to train AI models. Any testimonial, image or story is used only with your separate, specific, written consent, which you may withdraw at any time.

11. Your information

How we collect, use, share and retain your personal information — including the technology providers we rely on — is set out in our Privacy Notice. Your Provider will explain confidentiality and its limited lawful exceptions before your session. Relatives and caregivers do not automatically receive access to your information.

12. Suspension and termination

You may close your account at any time from within the app or by writing to support@oncologymitra.com. We may restrict or suspend an account where reasonably necessary to protect other users, Providers or data, and may terminate it for fraud, unlawful conduct, serious misconduct or a material breach of these Terms that is not remedied after notice. Where lawful and safe, we will explain the grounds and give you a reasonable opportunity to respond. Precautionary suspension is not a finding against you. Closing your account does not automatically erase records we must retain by law; the Privacy Notice explains the limits.

13. Responsibility and liability

Each of the Company and its Providers is responsible for loss caused by their own breach, negligence, wilful misconduct or unlawful act, to the extent established under law. Neither is liable for the other's independent fault. Nothing in these Terms excludes or limits any liability that cannot be excluded or limited by law, or any right you have as a consumer under the Consumer Protection Act, 2019 or other applicable law. These Terms impose no contractual cap on our liability to you.

The Platform is provided with reasonable care and skill. Because it depends on internet connectivity and third-party services, we cannot guarantee uninterrupted availability, and we are not responsible for failures of your own device, network or connection.

14. Complaints and grievance redressal

If something has gone wrong, please tell us. You can raise a complaint through the app, by email, or with our Grievance Officer, whose details are published below as required by the Information Technology Rules, 2021 and the Digital Personal Data Protection Act, 2023. Raising a complaint with us never removes your right to approach a consumer forum, regulator or court.

15. Governing law and disputes

These Terms are governed by the laws of India. If a dispute arises, we will first try to resolve it with you in good faith for 15 days after either of us gives written notice — without preventing urgent relief or any statutory complaint. Subject to mandatory law, the courts at Lucknow, Uttar Pradesh have jurisdiction where they are otherwise competent. No arbitration is imposed by these Terms, and nothing removes your access to consumer or other statutory forums.

16. Changes to these Terms

We may update these Terms from time to time. Changes apply prospectively, are identified by version and date, and will be notified in the app or by email before they take effect where they are material. Continued use after the effective date constitutes acceptance; if you do not agree, you may close your account. Changes cannot remove rights you have already accrued.

17. General

If any part of these Terms is found invalid, the rest continues in effect and the invalid part is read as narrowly as needed. Our failure to enforce a term is not a waiver of it. You may not transfer your account or rights under these Terms without our written consent. Headings are for convenience only.

18. Contact us

ZTS Global Ventures Private Limited
Office: V-6/276, 1st Floor, Opp. SSB Building, Gomti Nagar Extension, Malesemau, Lucknow, Uttar Pradesh 226010
Registered office: E-1190, E Block, Rajajipuram, Lucknow, Uttar Pradesh 226017
Email: hello@oncologymitra.com · Support: support@oncologymitra.com
Phone: +91 78806 90707 / +91 78804 90707