Terms of service

01About these terms

These terms are an agreement between you and InstaMG Healthcare Private Limited (CIN U46497DL2025PTC443284). They apply when you use our website, join the waitlist, or use the InstaMG app. By doing any of these, you accept these terms and our privacy policy.

The refund policy, shipping policy and grievance redressal policy form part of these terms.

02What InstaMG is, and is not

InstaMG is a technology platform. It is an intermediary under the Information Technology Act, 2000.

• We do not manufacture, stock, sell or dispense medicines. Every medicine is sold, invoiced and dispensed by an independent licensed pharmacy. Your contract of sale is with that pharmacy.
• Consultations are given by independent registered medical practitioners, who are responsible for their medical advice and prescriptions.
• Deliveries are carried out by independent delivery partners.
• We check that partner pharmacies hold a valid drug licence and that doctors are registered, and we show the pharmacy's licence number on every order.

03Your account

• You must be 18 or older and able to enter a binding contract under Indian law. A parent or guardian can order for a child.
• You sign in with your mobile number and a one-time password, or with Google or Apple. Keep your phone and sign-in secure. Orders placed from your account are treated as yours.
• Give accurate details, especially your name, delivery address and the patient's name on a prescription.
• You can order for someone else, such as a parent. You confirm you have their permission to share their details with us.

04Waitlist and early-member offer

• Joining the waitlist is free and does not oblige you to order.
• Early waitlist members get free delivery on their first 3 orders. The delivery fee is waived; handling and platform fees, if any, still apply. The offer is linked to the mobile number you joined with and is used inside our service zone after launch.
• The offer has no cash value and cannot be transferred or combined with another delivery-fee offer.
• Launch dates and areas are our current plan and may change. We will tell waitlist members if they do.

05How orders work

• When you place an order, we send it to licensed partner pharmacies near your address at the same time. The first pharmacy to accept fulfils it.
• The accepting pharmacy confirms it has the items in stock. If some items are unavailable, you choose whether to wait, remove them, or split the order between two pharmacies.
• A pharmacist may suggest a substitute. A substitute is never given without your approval, and you see both medicines side by side before you decide.
• Prices shown before acceptance are indicative. The accepting pharmacy confirms the final price, which will not exceed the printed MRP. You approve the final bill before dispatch.
• If no pharmacy accepts your order, it is cancelled and you get a full refund.

06Prescription medicines

• Prescription medicines are dispensed only against a valid prescription from a registered medical practitioner. A valid prescription shows the doctor's name and registration number, date, patient name, medicines and signature.
• The pharmacist at the accepting pharmacy verifies the prescription before packing. They may refuse to dispense if it is unclear, incomplete, expired or doesn't match the order.
• Medicines that the law does not allow to be sold this way, such as narcotic and psychotropic substances, are not available on InstaMG.
• Uploading a forged, altered or someone else's prescription is a criminal offence. We will suspend the account and may report it.

07Doctor consultations

• Consultations follow the Telemedicine Practice Guidelines, 2020. The doctor decides whether a remote consultation is suitable and whether to prescribe.
• A doctor may decline to prescribe certain medicines remotely, or may ask you to see a doctor in person.
• If you receive an e-prescription, you can attach it to an order straight away.

08Prices, fees and payment

• Before you pay, we show every charge separately: medicines, delivery fee, handling fee and platform fee. Estimated amounts are labelled as estimates until the pharmacy confirms.
• You can pay by UPI, debit or credit card, or netbanking through our licensed payment partners. We do not offer cash on delivery or a wallet.
• Prices include applicable taxes unless stated otherwise. The pharmacy's invoice is the tax invoice for medicines.

09InstaMG Plus

InstaMG Plus is an optional membership, currently ₹249 for 3 months. Members pay no delivery fee or handling fee, get an extra 5% off medicines, and get priority matching. Benefits apply inside our service zone. The full plan terms, including price and renewal, are shown before you buy.

10Cancellations, refunds and delivery

Cancellation is free until a pharmacy accepts your order. Returns are accepted only for wrong, damaged or expired items, with photo proof. Details are in our refund policy. Delivery areas, times and charges are in our shipping policy.

11Using InstaMG fairly

You agree not to:

• Buy medicines for resale, or in quantities beyond personal or family use.
• Misuse offers, for example by creating several accounts.
• Abuse, threaten or harass pharmacists, doctors, delivery partners or our team.
• Copy, scrape or interfere with the website or app, or try to access data that isn't yours.
• Upload content that is unlawful, misleading, or infringes someone else's rights.

12Medical information

Medicine information, generic alternatives and reminders in the app are for general information. They are not medical advice and do not replace a doctor or pharmacist. Always follow your doctor's instructions and read the leaflet that comes with your medicine.

13Our content and trademarks

The InstaMG name and logo are registered trademarks of InstaMG Healthcare Private Limited. The website, app and their content belong to us or our licensors. You may use them only to use the service.

14Liability

• The pharmacy is responsible for the medicines it dispenses, including their quality, storage and expiry. The doctor is responsible for their medical advice.
• Delivery times are estimates. They can change because of stock, traffic, weather or other events outside our control.
• To the extent the law allows, our total liability for any order is limited to the fees you paid to InstaMG for that order (delivery, handling and platform fees).
• Nothing in these terms limits your rights as a consumer under the Consumer Protection Act, 2019, or any liability that cannot be limited by law.

15Suspending or closing accounts

You can delete your account at any time from the app or by writing to us. We may suspend or close an account that breaks these terms or the law, for example after a forged prescription or abuse of a delivery partner. Where we can, we will tell you why.

16Governing law and disputes

These terms are governed by the laws of India. Please contact us first so we can try to resolve the issue, following our grievance redressal policy. Subject to your rights as a consumer, the courts in Delhi have jurisdiction.

17Changes to these terms

We may update these terms as the service grows. We will change the date at the top and, for important changes, tell you in the app or by SMS before they apply. If you keep using InstaMG after that, the updated terms apply.