TERMS & CONDITIONS

BD Wellness Private Limited

ZENRÉ WEBSITE TERMS & CONDITIONS

Effective Date: June 2026
Document Control
Version 1.0: June 2026, Initial publication. | Version history will be maintained as this document is updated.

By accessing the website, booking an appointment, visiting our centre, using our services, submitting any form, making payment, participating in an online or offline consultation, undergoing any assessment or procedure, or interacting with Zenré in any manner, you agree to be bound by these Terms & Conditions.

If you do not agree with these Terms & Conditions, you should not use the website or services.

1. Definitions

For the purpose of these Terms & Conditions:

• “Zenré”, “we”, “us”, or “our” refers to BD Wellness Private Limited, its brand Zenré, Zenré Sehat where applicable, directors, officers, employees, doctors, psychiatrists, psychologists, counsellors, therapists, nutritionists, consultants, technicians, pharmacists, administrative staff, authorised representatives, and service providers.
• “User”, “patient”, “client”, “you”, or “your” refers to any person accessing the website, booking services, visiting the centre, undergoing consultation, using teleconsultation, or interacting with Zenré.
• “Services” include psychiatric consultations, psychological counselling, therapy, psychometric assessments, mental wellness services, nutrition services, qEEG, rTMS, TBS, neurostimulation-related services, lab collection coordination, pharmacy support, wellness programmes, online consultations, and related administrative services.
• “Website” refers to the official Zenré website and any connected online platforms, forms, booking links, payment links, communication channels, or digital interfaces used by Zenré.

2. Nature and Scope of Services

Zenré is a mental wellness and healthcare service platform offering structured, confidential, and professional care through qualified and authorised professionals.

Services may include, depending on availability and suitability:

• Psychiatric consultations.
• Psychological counselling and therapy.
• Clinical psychology assessments.
• Psychometric testing and reporting.
• Nutrition and lifestyle counselling.
• qEEG brain mapping.
• rTMS, TBS, and other neurostimulation-related services.
• Sleep, stress, burnout, addiction, relationship, adolescent, family, and wellness-related support.
• Teleconsultations and online follow-ups.
• Lab collection coordination.
• Pharmacy-related support through Zenré Sehat or authorised pharmacy channels.
• Public awareness, community engagement, workshops, lectures, camps, and educational programmes.

Zenré does not guarantee any specific diagnosis, outcome, recovery, result, cure, improvement, or treatment response. Mental health and wellness outcomes depend on multiple factors including medical history, diagnosis, severity, compliance, medication adherence, lifestyle, external environment, biological factors, disclosure of accurate information, and continued follow-up.

3. Not an Emergency or Crisis Response Service

Zenré is not an emergency hospital, emergency psychiatric facility, ambulance provider, suicide helpline, crisis containment centre, or 24/7 emergency response service.

If you are experiencing suicidal thoughts, risk of self-harm, risk of harming others, severe psychiatric crisis, violent behaviour, loss of consciousness, overdose, severe withdrawal, psychosis requiring urgent containment, medical emergency, or any other acute emergency, you must immediately contact local emergency services, visit the nearest hospital emergency department, contact an ambulance, or inform your family/caregiver/guardian.

Zenré may assist with referral or escalation where possible, but it is not responsible for emergency response delays, crisis outcomes, non-availability of emergency care, or consequences arising from failure to seek urgent medical attention.

4. Eligibility and Capacity

By using Zenré’s services, you confirm that you are legally competent to provide consent or that appropriate consent has been obtained from your parent, guardian, caregiver, authorised representative, or legal representative.

For minors, dependent persons, or persons requiring support, the parent, guardian, or authorised caregiver must provide accurate information, consent, and supervision as required.

Zenré reserves the right to refuse or defer services where identity, consent, capacity, guardianship, clinical suitability, or safety is unclear. Where a patient is a person with a disability (as defined under the Rights of Persons with Disabilities Act, 2016) and requires supported decision-making, Zenré will make reasonable accommodation to ensure meaningful access to and participation in services. Where the person has a legal guardian under applicable law, the guardian’s consent will be required for services. Zenré is committed to providing accessible, non-discriminatory care to persons with disabilities.

5. Registration, Information and Accuracy

You agree to provide true, complete, current, and accurate information during booking, intake, consultation, assessment, billing, and follow-up.

You must disclose all relevant medical, psychiatric, psychological, medication, allergy, substance use, pregnancy, neurological, seizure, implant, device, surgical, family history, risk, and emergency information.

Zenré, its professionals, directors, management, and staff shall not be liable for any adverse outcome, incorrect assessment, treatment complication, prescription issue, procedural risk, delay, or harm arising from false, incomplete, inaccurate, delayed, or concealed information.

6. Appointments and Scheduling

Appointments may be booked through the website, phone, email, WhatsApp, reception desk, authorised staff, or any other approved channel.

All appointments are subject to availability, confirmation, professional schedules, patient suitability, payment status, and internal policies.

Zenré may reschedule, delay, cancel, or modify appointments due to doctor availability, staff availability, emergency, technical failure, operational requirements, patient safety, non-payment, misconduct, force majeure, or other reasonable grounds. Waiting times may occur despite confirmed appointments. Zenré shall not be liable for inconvenience, loss, delay, or expense arising from waiting time, rescheduling, or cancellation.

7. Cancellation, Rescheduling and No-Show Policy

Unless otherwise stated:

• Cancellations or rescheduling requests should be made at least 24 hours before the appointment.
• Late cancellations, missed appointments, or no-shows may attract cancellation charges or forfeiture of consultation/session fees.
• Packages, assessments, procedures, and therapy plans may have separate cancellation and refund terms.
• Zenré may waive, modify, or enforce cancellation charges at its discretion on a case-to-case basis.
• Repeated no-shows or late cancellations may result in discontinuation or restriction of future bookings.

8. Fees, Billing and Payment

All fees must be paid as per Zenré’s applicable fee schedule, package terms, invoice, payment link, or reception policy.

Fees may apply for consultations, counselling sessions, therapy sessions, assessments, psychometric tests, reports, prescriptions, qEEG, rTMS, TBS, nutrition services, follow-ups, documentation, letters, certificates, pharmacy products, lab services, workshops, and other services.

Zenré reserves the right to revise fees at any time. Fee changes will not affect services already paid for unless otherwise stated. Payments may be accepted through cash, bank transfer, UPI, card, payment gateway, or any other approved mode. Payment gateway charges, taxes, or transaction costs may be payable where applicable.

9. Refund Policy

Refunds, if any, shall be governed by Zenré’s internal policy, package terms, and the nature of services purchased. No refund may be provided for:

• Services already rendered.
• Consultation time blocked but missed by the patient.
• Late cancellations or no-shows.
• Assessment work already initiated.
• Reports already prepared.
• Procedure consumables or clinical resources already allocated.
• Pharmacy items once sold, except as permitted by law and applicable pharmacy policy.
• Lab tests already collected or processed.
• Packages partially used, unless specifically approved by management.

Refund approval, mode, timeline, deductions, and administrative charges shall be at the discretion of Zenré, subject to applicable law. Where a refund is approved, it will ordinarily be processed within 7–14 working days from the date of approval, through the original payment method where feasible.

10. Insurance and Reimbursements

Zenré may provide invoices or receipts for services rendered. However, insurance claims, reimbursements, approvals, coverage, documentation acceptance, and claim settlement remain solely between you and your insurer/employer/third-party payer. Zenré does not guarantee insurance approval, reimbursement, claim success, or coverage.

11. Clinical Disclaimers

Zenré’s services are based on professional judgement, available information, clinical assessment, patient disclosure, and applicable standards of care. You acknowledge that:

• Mental health diagnosis and treatment may evolve over time.
• Counselling and therapy require active participation and consistency.
• Psychiatric medication may have side effects, interactions, or variable response.
• Nutrition and lifestyle recommendations may require sustained adherence.
• qEEG, psychometric assessments, and other tools are supportive aids and not standalone guarantees of diagnosis or outcome.
• rTMS, TBS, and neurostimulation procedures may not be suitable for all individuals and may involve risks, contraindications, discomfort, or non-response.
• Results differ from person to person.
• No professional can guarantee cure, recovery, improvement, prevention of relapse, or absence of risk.

12. Informed Consent for Assessments and Procedures

Certain services, including psychometric assessments, psychiatric treatment, qEEG, rTMS, TBS, neurostimulation, medication management, and specific therapy programmes, may require separate written, digital, verbal, or implied consent.

You agree to read, understand, and sign applicable consent forms before such services.

Zenré may refuse to conduct any assessment or procedure if consent is incomplete, contraindications are present, safety concerns exist, payment is pending, or the professional determines that the service is unsuitable.

13. qEEG, rTMS, TBS and Neurotechnology Services

Advanced neurotechnology services are provided only where considered appropriate by qualified professionals and subject to screening, consent, safety protocols, and availability.

You must disclose all relevant medical history, including seizures, epilepsy, neurological conditions, implants, pacemakers, metal implants, pregnancy, head injury, medication, substance use, psychiatric symptoms, sleep deprivation, and any other relevant factor.

Zenré shall not be liable for complications, adverse events, discomfort, non-response, clinical worsening, or procedural risks arising from concealed information, patient non-compliance, failure to follow instructions, pre-existing conditions, or risks inherent to the procedure.

14. Teleconsultation Terms

Teleconsultations are provided subject to clinical suitability, patient consent, applicable telemedicine guidelines (including the Telemedicine Practice Guidelines 2020 and Telepsychiatry Operational Guidelines 2020), technology availability, and professional judgement. You agree that:

• Online consultations may be limited compared to in-person assessments.
• A professional may recommend in-person consultation, emergency care, hospital evaluation, or referral.
• You are responsible for internet connectivity, device functionality, privacy, and a safe environment.
• Zenré is not liable for technical failure, call drops, poor audio/video, platform failure, power outage, network issues, or confidentiality breach at your end.
• Recording, copying, distributing, or publishing online sessions is prohibited without written permission
• Prescriptions, if issued, shall be subject to legal and professional restrictions applicable to telemedicine.

Zenré reserves the right to terminate or reschedule teleconsultations where the environment is unsafe, identity is unclear, consent is doubtful, the patient is intoxicated, the issue is clinically unsuitable for online care, or there is a safety concern.

15. Prescriptions, Medication and Pharmacy

Prescription of medication, if any, shall be done only by authorised medical practitioners and subject to clinical assessment and applicable law.

You must not alter dosage, stop medication, restart medication, combine medicines, share prescriptions, or self-medicate without professional advice.

Zenré Sehat or any pharmacy associated with Zenré may dispense medicines subject to valid prescription, availability, applicable pharmacy laws, stock status, billing, and internal policy.

Zenré shall not be liable for adverse drug reactions, misuse, overuse, underuse, medication non-compliance, drug interactions caused by non-disclosure, self-medication, or medicines purchased from third parties.

16. Laboratory and Diagnostic Services

Lab collection, diagnostics, or testing services may be provided directly or through third-party partners. Sample collection, report timelines, test accuracy, processing, reference ranges, and reporting may be subject to the policies and limitations of the relevant laboratory or diagnostic provider. Zenré may assist with coordination but shall not be liable for third-party laboratory delays, errors, sample rejection, reporting variation, or diagnostic limitations, except to the extent directly attributable to Zenré under applicable law.

17. Reports, Certificates and Documentation

Reports, certificates, letters, prescriptions, summaries, fitness notes, school/workplace letters, insurance documents, or legal/administrative documents shall be issued only where professionally appropriate and at the discretion of the concerned professional.

Additional charges may apply for documentation, detailed reports, duplicate copies, administrative letters, medico-legal responses, or urgent processing.

18. Patient Conduct

Zenré maintains a safe, respectful, and professional environment. You agree not to:

• Abuse, threaten, harass, intimidate, defame, or assault staff, doctors, therapists, counsellors, patients, visitors, or management.
• Damage property or disrupt operations.
• Record, photograph, or film inside the premises without permission.
• Carry weapons, illegal substances, or dangerous items.
• Attend sessions under the influence of alcohol or drugs, unless clinically disclosed and managed appropriately.
• Misuse prescriptions, reports, invoices, or clinical documents.
• Publish defamatory, misleading, confidential, or unauthorised content about Zenré, its professionals, patients, or staff.
• Demand services outside professional, ethical, legal, or operational limits.
• Film, photograph, screenshot, or record other patients, staff, or clinical areas using any device without explicit prior permission from the Centre Manager and all individuals concerned.
• Post, publish, tag, or share content relating to Zenré, its staff, or other patients on social media, review platforms, or any public forum without prior written consent. This includes reviews that contain false or misleading claims. Reviews that are factual and fair are not restricted.

Zenré reserves the right to refuse service, suspend care, terminate access, seek security assistance, inform authorities, initiate legal action, or provide referral to another facility in case of misconduct, threat, non-compliance, violence, harassment, or safety concerns.

19. Personal Belongings and Premises Safety

Visitors and patients are responsible for their own personal belongings, including mobile phones, wallets, jewellery, bags, documents, medicines, devices, and valuables.

Zenré shall not be responsible for loss, theft, misplacement, or damage to personal belongings unless proven to be directly caused by wilful misconduct of Zenré. You must follow all premises rules, safety instructions, infection control guidelines, pharmacy rules, staff directions, and operational policies.

20. Suicide, Self-Harm and Risk Disclosure

You must immediately inform Zenré professionals and your emergency contact if you experience suicidal thoughts, self-harm urges, risk of harming others, severe deterioration, hallucinations, delusions, overdose, violence, or any crisis.

You agree that Zenré may contact emergency contacts, family members, caregivers, hospitals, police, ambulance services, or appropriate authorities where there is a safety concern.

Zenré, its directors, management, professionals, staff, and consultants shall not be liable for self-harm, suicide, attempted suicide, violence, relapse, crisis, deterioration, or emergency outcomes where the patient or caregiver failed to disclose risk, failed to follow advice, missed appointments, discontinued treatment, concealed information, refused emergency referral, or acted outside clinical recommendations.

21. Confidentiality and Privacy

Zenré handles personal and health information in accordance with its Privacy Policy

You agree that relevant information may be shared internally among Zenré professionals and staff on a need-to-know basis for clinical care, safety, billing, documentation, supervision, quality control, and administration.

Confidentiality may be limited where disclosure is required for safety, law, emergency, minors, vulnerable persons, court orders, regulatory compliance, or protection of rights. Data Breach Notification: In the event of a personal data breach affecting your information, Zenré will notify you and report the breach to the Data Protection Board of India within 72 hours of becoming aware of the breach. Please ensure your contact details with us are kept current.

22. Third-Party Services

Zenré may use or coordinate with third-party platforms, service providers, payment gateways, laboratories, pharmacies, hospitals, software vendors, cloud service providers, communication tools, IT vendors, and consultants. Zenré is not responsible for acts, omissions, technical failures, privacy practices, delays, charges, reports, errors, or service quality of third parties, except where required by applicable law.

23. Website Use

You agree to use the website only for lawful purposes. You shall not:

• Attempt to hack, disrupt, damage, overload, scrape, reverse engineer, or misuse the website.
• Upload viruses, malware, unlawful content, abusive content, or misleading information.
• Impersonate another person.
• Use the website for spam, fraud, harassment, or unauthorised commercial activity.
• Copy, reproduce, sell, or misuse website content without permission.

Zenré may restrict, suspend, or block website access in case of misuse. Our use of cookies and tracking technologies is governed by our Privacy Policy. By continuing to use the website, you consent to the use of cookies as described therein. You may manage cookie preferences through your browser settings.

24. Intellectual Property

All website content, brand names, logos, designs, text, graphics, videos, photographs, brochures, reports, templates, forms, clinical content, educational material, software elements, and service descriptions are the intellectual property of Zenré, BD Wellness Private Limited, its licensors, or authorised contributors. You may not copy, reproduce, distribute, modify, publish, commercially exploit, or use any content without prior written permission.

25. No Doctor-Patient Relationship Through Website Browsing Alone

Merely accessing the Zenré website, reading content, submitting a general enquiry, or receiving automated information does not create a doctor-patient, therapist-client, counsellor-client, fiduciary, or professional relationship. A professional relationship is created only upon confirmed appointment, acceptance by Zenré, completion of required intake/consent/payment formalities, and actual provision of services.

26. Educational Content Disclaimer

Website content, blogs, social media posts, brochures, videos, workshops, and awareness material are for general information and education only. They are not a substitute for professional medical advice, diagnosis, treatment, counselling, therapy, emergency care, or personalised consultation. Do not rely on website content for self-diagnosis, self-medication, stopping medication, changing treatment, or delaying medical care.

27. Limitation of Liability

To the maximum extent permitted by law, Zenré, BD Wellness Private Limited, its directors, officers, employees, doctors, psychiatrists, psychologists, counsellors, therapists, nutritionists, technicians, pharmacists, consultants, administrative staff, vendors, and representatives shall not be liable for any indirect, incidental, special, punitive, exemplary, or consequential loss, including loss of income, emotional distress, reputational damage, loss of data, business loss, treatment non-response, delay, inconvenience, third-party failure, technical failure, or unauthorised access.

Zenré’s aggregate liability, if any, shall be limited to the amount paid by you to Zenré for the specific service giving rise to the claim, subject to applicable law. Nothing in these Terms excludes liability that cannot be excluded under applicable law.

28. Indemnity

You agree to indemnify and hold harmless Zenré, BD Wellness Private Limited, its directors, officers, employees, doctors, psychiatrists, psychologists, counsellors, therapists, nutritionists, technicians, pharmacists, consultants, vendors, and representatives from and against any claims, losses, damages, liabilities, costs, expenses, legal fees, or proceedings arising from:

• Your breach of these Terms.
• False, incomplete, concealed, or misleading information provided by you.
• Your misuse of services, prescriptions, reports, website, or communication channels.
• Your misconduct, threats, harassment, violence, or unlawful acts.
• Your failure to follow professional advice, emergency referral, medication instructions, or safety guidance.
• Claims raised by family members, caregivers, employers, institutions, insurers, or third parties due to your actions or instructions.
• Any breach of privacy or confidentiality caused by you.

29. Force Majeure

Zenré shall not be liable for delay, cancellation, service disruption, data loss, non-performance, or failure caused by events beyond reasonable control, including natural disasters, fire, flood, epidemic, pandemic, power failure, internet failure, cyberattack, government restriction, strike, civil unrest, war, terrorism, court order, regulatory change, medical emergency, staff unavailability, or third-party platform failure.

30. Suspension, Refusal or Termination of Services

Zenré reserves the right to refuse, suspend, terminate, or modify services where:

• The case is clinically unsuitable.
• Emergency or hospital care is required.
• There is non-payment or billing dispute.
• Information is false, incomplete, or concealed.
• There is abusive, threatening, violent, or inappropriate conduct.
• The patient repeatedly misses appointments or fails to comply with treatment.
• Continued care creates safety, legal, ethical, professional, or operational concerns.
• Required consent is not provided.
• A conflict of interest exists.
• Zenré determines that referral to another provider is appropriate.

Where feasible, Zenré may provide referral suggestions, but it is not obligated to ensure acceptance by another provider.

31. Modification of Services and Terms

Zenré may update, change, suspend, discontinue, or modify any service, fee, policy, operating hour, professional availability, package, website feature, or these Terms & Conditions at any time. Updated Terms will be posted on the website with the revised effective date. Continued use of the website or services after such update constitutes acceptance of the revised Terms.

32. Governing Law and Jurisdiction

These Terms & Conditions shall be governed by and interpreted in accordance with the laws of India. Dispute Resolution has a Tiered Process: (1) Internal Grievance: All disputes must first be raised with Zenré’s Grievance Officer at grievance@zenrewellness.in. Zenré will endeavour to resolve the dispute within 30 days. (2) Mediation: If unresolved, either party may refer the matter to a mutually agreed mediator, or a mediator appointed under the Mediation Act, 2023. The costs of mediation will be shared equally unless otherwise agreed. (3) Courts: If mediation fails or is not agreed upon, the matter shall be subject to the exclusive jurisdiction of courts in New Delhi, India. Nothing in this clause prevents either party from seeking urgent injunctive or interim relief from a court of competent jurisdiction.

Subject to applicable law, courts and authorities at New Delhi, India shall have exclusive jurisdiction over disputes arising from or relating to these Terms, the website, or Zenré’s services.

33. Severability

If any provision of these Terms is found invalid, illegal, or unenforceable, the remaining provisions shall continue to remain valid and enforceable.

34. Entire Agreement

These Terms & Conditions, together with the Privacy Policy, Consent Forms, Intake Forms, Procedure Forms, Teleconsultation Consent, Payment Terms, Refund Policy, and other applicable documents issued by Zenré, constitute the complete understanding between you and Zenré regarding use of the website and services.