Terms & Conditions

Effective date: 1 October 2024  ·  Last updated: 7 September 2026

1. About these terms

These Terms & Conditions ("Terms") govern your use of the Rio Health service and the website rioai.in (the "Website"). The service is provided by Rapidsurge Innovations Private Limited, a company incorporated under the Companies Act, 2013 (CIN: U62099HR2023PTC115119), with its registered office at Landmark Apartment, Sector-67, Badshahpur, Gurugram, Haryana – 122018, India, operating under the brand "Rio Health" ("Rio Health", "we", "us", "our").

By placing an order, making a payment, or otherwise using our service, you agree to these Terms, our Privacy Policy and our Refund & Cancellation Policy. If you do not agree, please do not use the service.

2. Eligibility

You must be at least 18 years old and legally capable of entering into a contract under Indian law to use our service. By using the service you confirm that you meet these requirements and that the information you give us is true and accurate.

3. What Rio Health is

Rio Health is a retail pharmacy service that delivers medicines and health, wellness, baby-care and pet-care products to customers, primarily via orders placed through WhatsApp. We hold valid drug licences and dispense medicines in accordance with the Drugs and Cosmetics Act, 1940, the Drugs and Cosmetics Rules, 1945, the Pharmacy Act, 1948 and other applicable law.

Rio Health also operates from additional pharmacy premises, each holding its own drug licence under the Drugs and Cosmetics Rules, 1945. Details of the premises and licence covering a particular order are available on request and are stated on the tax invoice issued with that order.

4. Prescription medicines

• Prescription medicines – including those in Schedule H, Schedule H1 and Schedule X – are dispensed only against a valid prescription issued by a Registered Medical Practitioner.
• You must send us a clear, complete and legitimate prescription before we can dispense such medicines. We may contact you or the prescriber to verify it.
• We may refuse to dispense, or may limit quantities, where the law requires, where a prescription is missing, expired, altered or doubtful, or where dispensing would in our professional judgement be unsafe or unlawful.
• Submitting a forged, altered or another person's prescription is a serious offence. We may refuse service and report such cases to the authorities.
• We retain prescription records as required by law.

5. No medical advice

Information provided by Rio Health, on the Website or in our messages, is for general information only and is not medical advice. It is not a substitute for consultation with a qualified doctor or pharmacist. Always read the label and package insert, and consult your doctor about dosage, interactions and suitability. Never disregard professional medical advice because of something you read from us.

6. Placing an order

• An order you place (for example, a WhatsApp message listing items, or a photo of a prescription) is an offer to buy. A binding contract is formed only when we confirm acceptance of your order.
• We may decline or cancel an order in the circumstances set out in our Refund & Cancellation Policy.
• You are responsible for giving us a correct delivery address, a reachable phone number, and accurate order and prescription details.

7. Pricing and payment

• Prices are those quoted to you at the time we confirm your order. Prices are inclusive of GST where applicable, unless stated otherwise.
• Rio Health does not currently charge a delivery fee or packaging fee, and there is no minimum order value. Any such charge introduced in future will be shown before you pay.
• Payments are processed by our payment-gateway partner, Paytm. By paying, you also agree to Paytm's terms and conditions. We do not receive or store your full card, UPI or bank details.
• If a payment fails or is later reversed, we may hold, cancel or recover the value of the affected order.

8. Delivery

• We aim to deliver within approximately 15 to 30 minutes within our serviceable areas, during our operating hours of 8 AM to 1 AM daily. All delivery times are estimates, not guarantees, and may be affected by weather, traffic, demand, address or access issues and other factors beyond our reasonable control.
• We deliver only within areas we currently serve, and we may not be able to fulfil every order.
• An adult (18+) must be available to receive the order. We may require you to show identification for certain medicines. Risk in the products passes to you on delivery.

9. Cancellations, exchanges and refunds

Cancellations, exchanges and refunds are governed by our Refund & Cancellation Policy, which forms part of these Terms. In summary, delivered orders are not eligible for a money-back refund except in limited cases (such as non-delivery, duplicate/failed payment, or a defective item that cannot be replaced); for other eligible items we offer exchange or replacement within 7 days of delivery. Nothing in these Terms limits your rights under the Consumer Protection Act, 2019.

10. Your responsibilities

You agree to:

• use the service only for lawful personal or household purposes and not for resale;
• provide accurate information and valid prescriptions;
• not misuse the service, place fraudulent or fake orders, or attempt to obtain medicines unlawfully;
• not abuse, threaten or harass our staff or delivery partners;
• comply with all applicable laws when using the service.

11. Intellectual property

The Rio Health name, logo, the Website, and its text, graphics and content are owned by or licensed to Rapidsurge Innovations Private Limited and are protected by law. You may not copy, reproduce or use them without our prior written permission.

12. Third-party services

The service relies on third parties including WhatsApp/Meta (messaging), Paytm (payments), mapping providers and delivery partners. Your use of those services is subject to their own terms and privacy policies. We are not responsible for failures or acts of third-party platforms outside our reasonable control.

13. Limitation of liability

• To the fullest extent permitted by law, Rio Health and Rapidsurge Innovations Private Limited will not be liable for any indirect, incidental, special or consequential loss, or loss of profits, arising out of or in connection with the service.
• Subject to the paragraph below, our total liability for any claim connected with an order is limited to the amount you paid for that order.
• Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, for the sale of spurious, adulterated or misbranded drugs, or for any other liability that cannot be excluded or limited under applicable Indian law, including your statutory rights as a consumer.

14. Indemnity

You agree to indemnify and hold harmless Rio Health, Rapidsurge Innovations Private Limited and its officers and employees from claims, losses and expenses arising out of your breach of these Terms, your misuse of the service, or your provision of false information or an invalid prescription.

15. Force majeure

We are not liable for any failure or delay in performance caused by events beyond our reasonable control, including natural disasters, epidemics or pandemics, strikes, civil unrest, government action, failures of utilities, telecommunications or third-party platforms, or transport disruptions.

16. Suspension and termination

We may suspend or stop providing the service to you, in whole or in part, without notice, if you breach these Terms, if we suspect fraud or unlawful activity, or if required by law or a regulator.

17. Changes to these terms

We may amend these Terms from time to time. The current version will always be available on this page with a revised "Last updated" date. Continued use of the service after changes take effect means you accept the revised Terms.

18. Governing law and jurisdiction

These Terms are governed by the laws of India. Subject to any non-excludable consumer rights, the courts at Gurugram, Haryana have exclusive jurisdiction over any dispute arising out of or in connection with these Terms or the service.

19. Grievance redressal and contact

For any complaint or grievance, including under the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology Act, 2000, contact our Grievance Officer:

General queries: amitahuja@rioai.in  ·  +91 98716 32212. We aim to acknowledge grievances within 48 hours and resolve them within the timelines set by applicable law.