Terms of Service · NVDRA Hospital

In short: hospitals and clinics subscribe to NVDRA Hospital to run their front desk, OPD, laboratory, pharmacy, wards and billing; patients book online and see their own and their family’s records. The hospital owns its patient, clinical and billing records and is responsible for the care it gives; NVDRA Technologies runs the service, keeps it secure and processes those records only to provide it. NVDRA gives no medical advice. Packages are billed monthly or yearly in advance, as shown on the price list; patients pay NVDRA nothing. Please read the full terms below; they are the binding agreement.

Who this agreement is between

These Terms of Service (“Terms”) are an agreement between NVDRA Technologies (“NVDRA”, “we”, “us”) and you, for NVDRA Hospital at this website and its related apps and services (the “Service”).

Hospital means the hospital, clinic, maternity home, diagnostic centre or other healthcare provider that subscribes to NVDRA Hospital. The person who registers it (the Owner) confirms that they are authorised to accept these Terms on its behalf, and the hospital is bound by them.
User means anyone who signs in: owners, administrators, receptionists, doctors, nurses, laboratory and radiology staff, pharmacists and cashiers of hospitals and clinics, and patients (or their parents and relatives) who use their own NVDRA account.
Your sign-in is an NVDRA account provided by our single sign-on service at auth.nvdra.com. One NVDRA account works across all NVDRA applications.

Personal use. Anyone with an NVDRA account can book with the hospitals listed on NVDRA Hospital and see the records hospitals link to their account, without belonging to a hospital. For that personal use, these Terms apply between NVDRA Technologies and you directly. Every diagnosis, prescription, test result and bill is made by the hospital and its staff, never by NVDRA; NVDRA only provides the software and gives no medical advice.

By creating an account, signing in or using the Service you agree to these Terms, our Privacy Policy, our Acceptable Use Policy and, for hospitals, our Data Processing Terms and Refund & Cancellation Policy. If you do not agree, do not use the Service. These Terms are an electronic contract formed under the Electronic Transactions Ordinance, 2002.

Accounts and eligibility

You must give accurate information and keep it up to date. You are responsible for everything done through your account; keep your password secret and tell us at once if you think someone else has used it.
Accounts inside a hospital are created or invited by that hospital, which decides each person’s role and can remove access at any time.
Patients of any age are treated at hospitals using NVDRA Hospital, but only adults hold an NVDRA account. A child’s records are seen in the portal by the parent or guardian whose account the hospital or the parent linked them to.
One login is for one person. Do not share accounts or sign in as someone else.

The Service

NVDRA Hospital lets a hospital or clinic register patients, book appointments with its doctors, run the token queue and its waiting-hall display, record vitals, write consultation notes and prescriptions, order and report laboratory and radiology tests, run its pharmacy stock, admit patients to wards and beds, and bill and collect; and lets patients book online and see their appointments, prescriptions, verified reports and bills in the patient portal and app. The features available depend on the package and on what the hospital switches on.

Records you see as a patient: a hospital shares only finished visit notes (prescriptions), test results after a pathologist or radiologist has verified them, bills and discharge summaries. Doctors’ private notes are never shown.
Linking a file: reception may give a patient or parent access with their email, or you may link a file yourself with its MR number and the phone number on that file. Remove a file from your account at any time; the hospital keeps it.
Online booking: an appointment is a request for the time shown with the doctor named; the hospital may reschedule when the doctor is unavailable. Fees are paid at the hospital unless it says otherwise.
Queue display: the waiting-hall screen shows only token numbers, first names and doctors’ rooms.

We may improve, change or retire features. If we remove a feature that is a main part of a paid package during its paid year, we will tell the hospital in advance and offer a fair remedy, such as a comparable feature or a pro-rata refund for that part.
Other NVDRA applications are separate services with their own subscriptions. When a hospital connects them, only the data needed for the connection is exchanged, as described in the Privacy Policy.

The hospital’s responsibilities

The hospital is in control of the information it puts into NVDRA Hospital. It is responsible for:

having a lawful basis and any consent needed to collect and enter that information;
the accuracy of the records, documents and decisions it makes with the Service;
deciding who may see which information, and removing access when a person leaves;
answering requests from its people to see, correct or delete their information (we will help, see the Data Processing Terms);
keeping its own copies of anything the law requires it to keep; and
complying with the laws that apply to it, including the laws on healthcare establishments and medical records of its province, the rules of its healthcare commission, medical and pharmacy council rules, drug-sale rules and patient-confidentiality duties.

Packages, fees and payment

Packages and their prices are shown on the pricing page and in the NVDRA billing area. Where a free package is offered, it has the limits shown there. Paid packages are billed once a year, in advance. Some package items have monthly limits, but billing is always yearly.
Invoices are issued through your NVDRA account. You pay by the methods shown on the invoice (for example, bank transfer) and upload proof of payment; the package starts or renews when we have verified the payment.
Prices are in Pakistani rupees unless the invoice says otherwise. Taxes that apply by law are added to the invoice where required.
If a renewal invoice is not paid within the grace period shown on it, the account is placed on hold: the Owner is taken to the overdue invoice, and features may be limited until payment is made. If it stays unpaid, it may be moved to the free package (where there is one) or closed under the Refund & Cancellation Policy.
We may change prices for future years. A new price applies from the next renewal, and we will show it before the renewal invoice is issued.

Your data

You own your data. We do not claim ownership of anything a hospital or User puts into the Service. You give us permission to host, copy, process, transmit and display it only as needed to provide, secure and support the Service and as described in the Privacy Policy and Data Processing Terms.
We do not sell personal data and we do not show advertising.
A hospital can export its data while its account is open. After an account is closed, data is kept and then deleted as described in the Data Processing Terms.

Acceptable use

You must use the Service lawfully and in line with the Acceptable Use Policy. In particular you must not upload unlawful content, try to access data you are not allowed to see, or interfere with the security of the Service.

Security and availability

We use reasonable technical and organisational measures to protect the Service, including encrypted connections (HTTPS), role-based access and audit logs of sensitive actions. No system is perfectly secure, and we cannot promise that the Service will never be breached.
We aim to keep the Service available at all times but do not guarantee it. There may be planned maintenance, and outages caused by hosting, internet or other providers outside our control.
If we learn of a security incident affecting personal data, we will tell the affected hospital without undue delay as set out in the Data Processing Terms.

Support access and legal requests

Authorised NVDRA staff may access an account only to give support, investigate a problem or a report, or keep the Service secure.
From the NVDRA Admin Panel, our most senior administrators can sign in as a User to see exactly what that person sees. They must record a reason first, a red banner shows the session is NVDRA access, the session ends by itself after a short time, and every such session is recorded in our audit logs. Password, email and other account-security settings cannot be changed during such a session.
We may disclose information when required by law, for example in response to a lawful order or request of a court or of an investigating agency under the Prevention of Electronic Crimes Act, 2016. Where the law allows, we will tell the hospital first.

Our intellectual property

NVDRA Hospital, the NVDRA names and logos, the software, designs and documentation belong to NVDRA Technologies or its licensors. We give each hospital and its Users a limited, non-exclusive, non-transferable right to use the Service during the subscription and under these Terms. You must not copy, resell, reverse engineer or build a competing product from the Service, except where the law does not allow this to be restricted. If you send us suggestions, we may use them without obligation to you.

Third-party services

Some features rely on other companies, for example email and push-notification providers and our hosting providers. Their own terms may apply when you use those features, and we are not responsible for services we do not control.

Suspension and termination

A hospital may stop using the Service at any time and may ask us to close its account. Refunds, if any, follow the Refund & Cancellation Policy.
We may suspend or close an account, or a User’s access, if it is used in breach of these Terms or the law, if a payment is overdue, if it puts the Service or other people at risk, or if a court or authority requires it. Where reasonable, we will warn first and give a chance to fix the problem.
Sections that by their nature should continue (data, fees owed, intellectual property, liability, governing law) continue after termination.

Disclaimers

The Service is provided “as is” and “as available”. To the extent the law allows, we do not give warranties that the Service will meet every need, be error-free or uninterrupted, or that its calculations, reports or messages are free of mistakes. Doctors, laboratory and pharmacy staff are responsible for every clinical entry and must check names, doses, results and ranges before finalizing, verifying or dispensing. Automatic high / low flags and dose suggestions are aids, not medical decisions. Patients must follow their doctor’s instructions and contact the hospital about anything that looks wrong. Nothing in these Terms limits rights you have under consumer protection law that cannot be excluded.

Limitation of liability

To the extent the law allows, neither we nor the hospital is liable for indirect or consequential loss, or for loss of profit, revenue, goodwill or data that could have been avoided by keeping reasonable backups or exports.
To the extent the law allows, our total liability to a hospital for all claims in any twelve months is limited to the fees it paid us for NVDRA Hospital in those twelve months (or Rs. 10,000 on a free package).
These limits do not apply to liability that cannot be limited by law, including for fraud or for death or personal injury caused by negligence.

Responsibility for content

The hospital is responsible for claims by third parties arising from information or content it or its Users put into the Service without the right to do so, or from its breach of these Terms, and will compensate us for reasonable losses we suffer from such claims.

Changes to these Terms

We may update these Terms, for example when the law or the Service changes, and show the date of the latest version at the top of this page. For significant changes we will notify hospitals by email or in the app at least 15 days before they take effect, unless a change is needed sooner for legal or security reasons. A hospital that does not agree may close its account before the change takes effect and receive a refund as described in the Refund & Cancellation Policy.

Governing law and disputes

These Terms are governed by the laws of the Islamic Republic of Pakistan. We will first try to resolve any complaint informally; please write to us and we will reply within 15 working days. If a dispute cannot be resolved, the courts at Karachi, Sindh have jurisdiction, without affecting any right you may have to approach a consumer court under the law that applies to you.

General

These Terms and the policies they refer to are the whole agreement about the Service. If any part is found unenforceable, the rest stays in force.
A hospital may not transfer its account to another organisation without our consent. We may transfer these Terms to a company that takes over the Service, and will tell hospitals if we do.
If we do not enforce a right immediately, we have not given it up.
These Terms are written in English. Translations may be provided for convenience; the English text governs.

Contact

NVDRA Technologies
Email: support@nvdra.com