Terms & Conditions

LK MEDICAL — TERMS OF SERVICE

Last updated: 9 August 2026

1. WHO WE ARE

LK Medical is the ordering and home-delivery app of L.K Medical Agency (proprietor: Luv Bindal), a sole proprietorship running the licensed retail pharmacy Luv Kush Medicos at Shop No. 12, 2/2 Civil Lines, Haridwar Road, Roorkee, District Haridwar, Uttarakhand 247667. Drug licence numbers: RLF20UT2026000202 and RLF21UT2026000203. GSTIN: 05DINPB5426B2ZO. Registered pharmacist in charge: Mr. Toyab Ali (Registered Pharmacist, D.Pharma, Member ID 20253309178). These details are also available at the store on request.

By creating an account or placing an order through the app, you agree to these Terms. If you do not agree, please do not use the app.

These Terms are an electronic record under the Information Technology Act, 2000 and the rules made under it, and are published in line with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021. They do not need a physical or digital signature — using the app is your acceptance.

2. ELIGIBILITY

You must be 18 years or older to create an account and place orders. You may order medicines for family members, but the account holder remains responsible for the order and for providing a valid prescription where one is required.

3. ORDERING AND ACCEPTANCE

• Placing an order in the app is an offer to buy. A contract forms only when our pharmacist reviews and approves the order.

• We may refuse or cancel any order — for example when a prescription is missing or invalid, an item is out of stock, or the delivery address is outside our service area. If you have already paid, the full amount is refunded (see Section 7).

• Product images and descriptions are indicative. The batch, packaging and expiry of the delivered product are stated on the product itself and on your invoice.

4. PRESCRIPTION MEDICINES

• Medicines listed as prescription-required (Schedule H, H1 and other scheduled drugs under the Drugs and Cosmetics Act, 1940 and Rules, 1945) are dispensed only against a valid prescription from a Registered Medical Practitioner.

• You must upload a clear photo of the prescription with your order, or present it to the delivery rider or at the store. Our registered pharmacist verifies every prescription before the order is approved.

• If the prescription cannot be verified, we will contact you; if it still cannot be verified, the prescription items are removed or the order is cancelled and any payment for them refunded.

• Narcotic and psychotropic substances and Schedule X drugs are not available through the app.

5. PRICES AND PAYMENT

• All prices are in Indian Rupees and never exceed the printed MRP. Discounts shown at checkout are applied to the final bill.

• You may pay online (UPI, cards and other methods offered at checkout) or by cash on delivery where the option is shown.

• A GST invoice accompanies every order.

6. DELIVERY

• Home delivery is available only within our serviceable pincodes in and around Roorkee, Uttarakhand, as shown in the app at checkout.

• Delivery time estimates shown in the app are best-effort, not guaranteed. Weather, traffic and prescription verification can delay an order.

• Cold-chain items (for example insulin) are delivered with appropriate temperature protection. Please be available to receive them promptly.

7. CANCELLATIONS, RETURNS AND REFUNDS

• You can cancel an order from the app any time before it is dispatched. If it has already been dispatched, please refuse the delivery or contact us.

• In line with standard pharmacy practice and drug-safety rules, opened medicines cannot be returned. Cold-chain and temperature-sensitive items cannot be returned once delivered.

• If we delivered a wrong, damaged or expired item, tell us within 48 hours of delivery and we will replace it or refund it in full.

• When an order (or part of it) is cancelled, refunds are processed automatically to the original payment method. Cash-on-delivery amounts that were never collected need no refund; any collected amount is refunded to your chosen method. Banks typically take 5–7 working days to post a refund.

8. LAB TESTS AND HOME SAMPLE COLLECTION

• You can book diagnostic tests and health packages in the app. Tests are handled by our own laboratory team at Luv Kush Medicos; if a particular test is sent to an outside laboratory, the booking screen says so. We arrange the booking, the sample pickup and the delivery of your report into the app.

• For home collection, a trained phlebotomist visits the address you choose at the slot you pick. Please follow any preparation noted on the test page (for example fasting) — a sample taken without the required preparation can make the result unreliable.

• Slots can be rescheduled or cancelled from the app before the phlebotomist is dispatched. If a booked test cannot be completed for a reason on our side, you get a full refund.

• Reports appear in the app when the laboratory releases them. Report timelines shown at booking are estimates, not a promise. Always review reports with a doctor — a report on its own is not a diagnosis.

9. ONLINE DOCTOR CONSULTATIONS

• Consultations booked in the app are provided by independent Registered Medical Practitioners. The doctor's name and qualifications are shown on the booking screen, and the doctor — not LK Medical — is responsible for the medical advice given. We provide the booking, payment and video/audio connection.

• An online consultation is not a physical examination. The doctor's advice is based on what you describe and the reports or photos you share, so please share complete and accurate information.

• If the doctor writes a prescription, it appears in the app under My Prescriptions & Reports, and you can use it to order medicines like any other prescription.

• ONLINE CONSULTATIONS ARE NOT FOR EMERGENCIES. For chest pain, breathing difficulty, severe bleeding, loss of consciousness or any other emergency, call 112 or go to the nearest hospital immediately.

• If a consultation cannot happen at the booked time — from the doctor's side or because of a technical failure — we will reschedule it, or refund the fee if you prefer.

10. LK WALLET, OFFERS AND COUPONS

• LK Wallet credit is a store benefit, not money: it can be spent on orders in the app, has no cash value, cannot be withdrawn or transferred, and ends if the account is closed.

• When you cancel an order that was paid partly or fully with wallet credit, that credit returns to your wallet.

• Offers, cashback and coupon codes each carry their own conditions shown in the app (minimum order, first-order-only, validity dates). We may correct, pause or withdraw an offer that is misused or was published in error.

11. YOUR ACCOUNT AND ACCEPTABLE USE

• Keep your phone and login OTPs private; you are responsible for activity on your account.

• Do not use the app to obtain medicines by misrepresentation, with forged prescriptions, or for resale.

• We may suspend or close accounts that abuse the service or attempt fraud.

• One person, one account. Keep your profile details current so deliveries, reports and prescriptions reach the right person.

• Deleting your account: you can request deletion any time from the app (Account → Help) or by calling the store. Deletion is permanent — order history, wallet credit, saved prescriptions and reports are removed, except records we must keep under pharmacy and tax law (kept only as long as those laws require). A new account starts fresh.

12. MEDICAL DISCLAIMER

Content in the app (product descriptions, reminders, health tips) is for general information only and is not medical advice. Always consult your doctor or our pharmacist about medicines, dosage and interactions. In an emergency, contact your nearest hospital immediately.

13. LIABILITY

To the extent permitted by law, our liability for any claim arising from an order is limited to the amount you paid for that order. Nothing in these Terms limits liability that cannot be limited under Indian law.

14. PRIVACY

Our collection and use of your personal data is described in our Privacy Policy and the DPDP Notice, both available in the app and at api.lkmedical.in/legal.

15. GOVERNING LAW AND DISPUTES

These Terms are governed by the laws of India. Subject to any mandatory consumer-protection forum available to you, the courts at Roorkee, Uttarakhand have jurisdiction over disputes arising from these Terms.

16. CHANGES TO THESE TERMS

We may update these Terms from time to time. The "Last updated" date above changes when we do, and material changes are notified in the app. Continuing to use the app after a change means you accept the updated Terms.

17. CONTACT AND GRIEVANCES

L.K Medical Agency, Roorkee, Uttarakhand, India · Phone: +91 73028 89544 · Email: care@lkmedical.in

In line with the Consumer Protection (E-Commerce) Rules, 2020 we have a designated Grievance Officer: Luv Bindal · Email: luvmessi2000@gmail.com · Phone: +91 84391 21334.

Every grievance is acknowledged within 48 hours with a reference you can quote, and we aim to resolve it within one month. If you are not satisfied with the resolution, you can escalate to the same officer in writing, and nothing in these Terms takes away your rights under Indian consumer-protection law.